8.41 Uniform Call Distribution (UCD) (Not for U.S.)
Introduction
You can activate uniform call distribution (UCD) across the system using Hicom Assistant T or Hicom Assistant E.
Note
We recommend not activating UCD until all other parameters relating to UCD have been configured.
Activating UCD After Entering All Data
Step |
Entry |
Action |
Display |
1. |
*95 |
Start system administration |
System administration |
2. |
22-16 |
UCD |
Mode: no |
3. |
*1 |
UCD |
Mode: yes |
4. |
F8-F7 |
Exit system administration |
Time, date |
UCD Overview
Menu |
Meaning |
31 |
UCD |
31-1 |
Group assignment |
31-2 |
Group parameters |
31-2-1 |
Wait queues (here you can specify wait queues which must be defined separately under code 25.)
|
31-2-2 |
Wait times
|
31-2-3 |
Call cycles
|
31-2-3-1 |
- Primary cycles
|
31-2-3-2 |
- Secondary cycles
|
31-2-4 |
Automatic call acceptance
|
31-2-5 |
Waiting calls
|
31-3 |
Work time |
31-4 |
Call priority, external |
31-5 |
Call priority, internal |
Examples of Uniform Call Distribution
Group Assignment (31 1)
 |
Configure UCD groups |
 |
Assign UCD group 1 to the purchasing department with group IDs 100 and 101. |
 |
Assign UCD group 2 to the sales department with 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. |
* |
Change group assignment |
Group ID 100: - |
4. |
1 |
Assign UCD group 1 and confirm |
Group ID 100: 1 |
5. |
* |
Change group assignment |
Group ID 101: - |
6. |
1 |
Assign UCD group 1 and confirm |
Group ID 101: 1 |
7. |
# |
Select another group ID |
Group ID: |
8. |
110 |
Enter group ID 110 and confirm |
Group ID: 110 |
9. |
* |
Change group assignment |
Group ID 110: - |
10. |
2 |
Assign UCD group 2 |
Group ID 100: 2 |
11. |
* |
Change group assignment |
Group ID 111: - |
12. |
2 |
Assign UCD group 2 and confirm |
Group ID 111: 2 |
13. |
F7 |
Return to main menu |
31 UCD |
Announcement Device (25)
 |
If the customer requires announcement devices for the UCD groups, define the announcement devices and announcement types here. |
 |
To configure a greeting message, use the announcement before answering feature. (This is not a common practice for UCD.) |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
25 |
Select Announcement device |
1 = Announcement device 2 = Announcement type 3 = Announcement before answering |
2. |
1 |
Enter no. of announcement devices OfficePoint=1, OfficeCom=4, OfficePro=16 |
Announcement device 1: - |
3. |
*0301 |
Assign slot3/port 1 and confirm |
Announcement device 1: 0301 |
4. |
|
Go to next announcement device |
Announcement device 2: - |
5. |
*0302 |
Assign slot 3/port 2 |
Announcement device 2: 0302 |
6. |
|
Go to next announcement device |
Announcement device 3: - |
7. |
*0304 |
Assign slot 3/port 4 and confirm |
Announcement device 3: 0304 |
8. |
F7 |
Return to Announcement device |
Announcement device |
9. |
2 |
Assign an announcement type to the announcement devices |
Announcement type 1: Announcement* *= Default (cannot be changed) |
10. |
|
Go to next announcement device |
Announcement device 2: Announcement |
11. |
*2 |
Change to internal music and confirm |
Announcement device 2: Internal music |
12. |
|
Go to announcement device 3 |
Announcement device 3: Announcement |
13. |
 *2 |
Co to announcement device 4 |
Announcement device 4: Internal music |
14. |
F7 F7 |
Return to UCD |
31 UCD |
Group Parameters-Announcement Device (31 2 1)
This example assigns wait queues to the announcement devices configured previously.
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-2 |
Select Group parameters |
1 Wait queues 2 Wait times 3 Call cycles |
2. |
1 |
Select Wait queues |
Grp 1, Dest. 1: Device 1 |
3. |
* |
Assign announcement device |
Grp 1, Dest. 1: |
4. |
1 |
Assign announcement device 1 (first UCD group) |
Grp 1, Dest. 1: Device 1 |
5. |
|
Confirm and go to second destination in first UCD group |
Grp 1, Dest. 2: |
6. |
* |
Assign announcement device |
Grp 1, Dest. 2: |
7. |
2 |
Assign announcement device 2 (first UCD group) and confirm |
Grp 1, Dest. 2: Device 2 |
8. |
# 2 |
Select second UCD group and confirm |
Grp 2, Dest. 1: - |
9. |
* 2 |
Assign announcement device 2 and confirm |
Grp 2, Dest. 2: Device 1 |
10. |
 *2 |
Go to second destination (first UCD group) and assign announcement device 2 |
Grp 2, Dest. 2: Device 1 |
11. |
# 2 |
Select second UCD group and confirm |
Grp 2, Dest. 1: Device 1 |
12. |
*3 |
Assign announcement device 3 |
Grp 2, Dest. 1: Device 3 |
13. |
 *4 |
Assign announcement device 4 and confirm |
Grp 2, Dest. 2: Device 4 |
14. |
F7 |
Return to Group parameters submenu |
313 Group parameters |
Group Parameters-Wait Times (31 2 2)
 |
Each queue (total of 7 per UCD group) has its own wait times (1-20). |
 |
Default wait time entry: 1 = 30s, maximum entry 20 = 6 minutes. |
Note: Do not program times for announcements.
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-2-2 |
Change wait times (first UCD group) |
Grp 1, Dest. 1: 1 |
2. |
|
Go to second destination (first UCD group) |
Grp 1, Dest. 2: 1 |
3. |
*2 |
Select 2 (60s) and confirm |
Grp 1, Dest. 2: 2 |
4. |
#2 |
Change wait times (second UCD group) |
Grp 2, Dest. 1: 1 |
5. |
 *3 |
Go to second dest. (second UCD group); select 3 (90 s) and confirm |
Grp 1, Dest. 2: 3 |
6. |
F7 |
Return to Group parameters submenu |
313 Group parameters |
Group Parameters-Call Cycles (31 2 3)
 |
Set the call cycles in the group parameters. |
 |
A distinction is made between primary and secondary call cycles and the call cycle in call management. |
 |
Change the call cycles in call management accordingly. |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-2-3 |
Select UCD group and change call cycles |
Call cycles |
2. |
1 |
Change to Primary cycles |
Grp 1: 3 |
3. |
*4 |
Change the primary call cycles and confirm |
Grp 1: 4 |
4. |
 *5 |
Go to second UCD group and change the default value |
Grp 2: 5 |
5. |
F2 |
Change the secondary call cycles |
Grp 2: 3 |
6. |
#1 |
Select first UCD group |
Grp 1: 3 |
7. |
*5 |
Change the default value and confirm |
Grp 1: 5 |
8. |
*6 |
Change the default value of the second UCD group and confirm |
Grp 2: 6 |
9. |
F7 |
Return to the Group parameters submenu |
313 Group parameters |
Group Parameters-Automatic Call Acceptance (31 2 4)
 |
This option determines whether or not automatic call acceptance is permitted for a UCD group. |
 |
If automatic call acceptance is configured, the system automatically detects whether a headset is connected to the optiset E telephone and uses it.
|
If a headset is connected to the optiset E telephone, the disconnect function should be programmed on a key. |
|
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-2-4 |
Automatic call acceptance |
Grp 1: 0 |
2. |
*1 |
Change automatic call acceptance to yes for the first UCD group and confirm |
Grp 1: 1 |
3. |
F7 |
Return to the Group parameters submenu |
313 Group parameters |
Group Parameters-Waiting Calls (31 2 5)
 |
This option allows you to determine the number of incoming calls that can be kept waiting if a UCD group is busy. |
 |
After the maximum number is reached, call management handles the overflow. |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-2-5 |
Waiting calls |
Grp 1: 30 |
2. |
*2 |
Reduce the number of waiting calls to 2 (first UCD group) and confirm |
Grp 1: 2 |
3. |
*3 |
Reduce the number of waiting calls to 3 (second UCD group) and confirm |
Grp 2: 3 |
4. |
F7 F7 |
Return to UCD |
UCD |
Work Time (31 3)
 |
You can set a work time for the entire system. This indicates that an agent needs more time to process the last call. |
 |
There is no work time for the system in the default configuration. |
 |
The value can be changed from 0 = no work time, 1 = 5s to 45 = 45 seconds. |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-3 |
Work time |
Autowork: 0 |
2. |
*1 |
enter 1 = 5 seconds |
Autowork: 1 |
3. |
F7 |
Return to UCD |
UCD |
Call Priority, External (31 4)
 |
You can assign an answering priority for each trunk. |
 |
The highest priority is 1 and the lowest priority is 10. |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-4 |
Call priority, external |
S1/Tr: 0601: 1 |
2. |
#0603  *3 |
Select trunk 3, change priority, and confirm |
S1/Tr: 0603: 3 |
3. |
#0605 *3 |
Select trunk 5, change priority, and confirm |
S1/Tr: 0605: 3 |
4. |
F7 |
Return to UCD |
UCD |
Call Priority, Internal (31 5)
You can assign a system-wide priority level to internal calls. If the priority level is greater than the external call priority, internal calls have priority over external calls.
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
31-5 |
Call priority, internal |
Internal: 10 |
2. |
*2 |
Change internal priority to 2 and confirm |
Internal: 2 |
3. |
F7 |
Return to UCD |
UCD |
This concludes the configuration of uniform call distribution. For this feature to operate correctly, trunk assignment and call allocation must be configured in call management.