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8.44 Call distribution in Hicom 150 E Office With Hicom Agentline Office (Not for U.S.)

Introduction

This section describes how to configure Hicom 150 E Office to combine call distribution with Hicom Agentline Office. For details, refer to the service documentation for Hicom Agentline Office V1.1 CSTA.

Hicom Agentline Office can use station numbers and their assigned names for UCD groups. The maximum number is 60 system-wide. The last 60 station numbers in the group must be used for this purpose (for example the default station numbers 440 to 499 in OfficePro).

For the priority codes, you can use any valid station number in the system which has not been assigned to a station. The station number for the priority codes must refer to the same call destination list along with the corresponding UCD group number. In this call destination list, the first call destination is the UCD group.

A call destination list containing UCD group 60 as the first call destination is defined for periods of high load. This group is used for the central queue and is also entered as the overflow destination for all other UCD groups.

This means:

The first call destination is the UCD group.
The second call destination is the UCD group for the central queue.

Example

A configuration that contains the two UCD groups and 3 additional priority codes is described below. Two agents work in each group.

Assign agent IDs to groups

Assigns UCD group 1 (purchasing department) group IDs 100 and 101.
Assigns UCD group 1 (sales department) group IDs 110 and 111.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
*95  
Start system administration 
System administration 
2.  
31-1 
Select Group assignment 
Group ID 100: - 
3.  
*1  
Assign UCD group 1 and confirm 
Group ID 100: 1 
4.  
 
Select next ID 
Group ID 101: - 
5.  
*1  
Assign UCD group 1 and confirm 
Group ID 101: 1 
6.  
#110  
Select group ID 110 and confirm 
Group ID 110: - 
7.  
*2  
Assign UCD group 2 and confirm 
Group ID 110: 2 
8.  
 
Select next ID 
Group ID 111: - 
9.  
*2  
Assign UCD group 2 and confirm 
Group ID 111: 2 
10.  
F8 
Return to main menu 
System administration 

Assign Group Names

UCD group 1: Purchasing
UCD group 2: Sales

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
16-15-3 
Configure group names 
Grp 350: - 
2.  
#440  
Select the first UCD group and confirm 
Grp 440: - 
3.  
*Purchasing  
Enter a name for the group and confirm 
Grp 440: Purchasing 
4.  
 
Select the next group 
Grp 441: - 
5.  
*Sales  
Define a name for the group and confirm 
Grp 441: Sales 
6.  
F8 
Return to main menu 
System administration 

Configure Call Management

Defines UCD group 1, UCD group 2, and the central queue (UCD group 60) and assigns them each a call destination list.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
16-18-1 
Define call destination list 
List1, Dest1: called 
2.  
Change call destination list 1 
List1, Dest1: 
3.  
#201  
Define UCD group 1 and confirm 
List1, Dest1: UCD 01 
4.  
#2  
Select call destination list 2 and confirm 
List2, Dest1: called 
5.  
Change call destination list 2 
List2, Dest1: 
6.  
#202  
Define UCD group 2 and confirm 
List2, Dest1: UCD 02 
7.  
#3  
Select call destination list 2 and confirm 
List3, Dest1: called 
8.  
Change call destination list 3 
List3, Dest1: 
9.  
#260  
Define UCD group 60 and confirm 
List3, Dest1: UCD 60 
10.  
F7 
Return to main menu 
Call FWD - no ans 

Assign Internal and External Calls

Assigns UCD group 1 station number 440 and station numbers 110 to 112 as priority codes.
Assigns UCD group 2 station number 441 and station numbers 113 to 115 as priority codes.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
2 
Select internal call assignment 
List for stn 100: 16 
2.  
# 110 
Select first priority code for UCD group 1  
List for stn 110: 16 
3.  
* 1  
Assign station number to call destination list 1  
List for stn 110: 1 
4.  
# 440 
Select station number for UCD group 1 
List for stn 440: 16 
5.  
* 1  
Assign station number to call destination list 1  
List for stn 440: 1 
6.  
# 113 
Select first priority code for UCD group 2 
List for stn 113: 16 
7.  
* 2  
Assign station number to call destination list 2  
List for stn 113: 1 
8.  
# 441  
Select station number for UCD group 2 
List for stn 441: 16 
9.  
* 2  
Assign station number to call destination list 2  
List for stn 441: 1 
10.  
F7  
Return to submenu 
Call FWD - no ans 
11.  
Select External call alloc, Day 
List for stn 100: 14 
12.  
 
Repeat steps 2 through 9 
(this sets all external calls for UCD) 
 
13.  
F8 
Return to main menu 
System administration 

Logging on Agents

The agents must now log onto the telephones.
Step 
Entry 
Action 
Display 
1.  
*401 
Enter the code on the telephone with station number 101 
Agent: 
2.  
100 
Log on by entering ID 100 in ACD group 1  
Available 
3.  
*401 
Enter the code on the telephone with station number 102 
Agent: 
4.  
101 
Log on by entering ID 101 in ACD group 1  
Available 
5.  
*401 
Enter the code on the telephone with station number 103 
Agent: 
6.  
110 
Log on by entering ID 110 in ACD group 2  
Available 
7.  
*401 
Enter the code on the telephone with station number 104 
Agent: 
8.  
111 
Log on by entering ID 111 in ACD group 2  
 
Available 
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