Ucd Calls In Queue Status Display; Uniform Call Distribution - Vodavi STARPLUS STSe Operation Manual

Uniform Call Distribution

Uniform Call Distribution
Description
Sixteen Uniform Call Distribution (UCD) groups can be programmed, each containing up to
eight station numbers. Each group is assigned a pilot number. When this number is dialed,
the first available agent in that group is rung. Calls are routed to the station that has been
on-hook for the longest period of time.

UCD Calls In Queue Status Display

Description
The UCD Calls In Queue Status Display allows UCD agents to view information about the UCD
group on their display. The display shows how many calls are in queue, how many agents are
available, and the length of time the oldest call has been in queue.
Operation
There are two methods of viewing UCD group Call Queue Status.
UCD agents and the assigned overflow station see the quantity of calls in queue on the
LCD of their station for the UCD group of which they are a member. If every member of
the UCD group is either busy or in an unavailable status and calls are in queue, all UCD
members in that group receive a display that shows the number of calls in queue, the
number of agents available, and the length of time that the oldest call has been in queue.
A station not assigned in a UCD group can view the number of calls in queue for any
given UCD Group. To use the UCD Calls In Queue Status Display, a station user of an idle
display key telephone performs the following steps:
1. Dial [567] on the dial pad,
-or-
Press preprogrammed flexible button.
2. Dial the UCD group number (550-565). ON/OFF button LED lights steady.
3. Hang up the handset or press ON/OFF button to terminate display.
STARPLUS STSe - Programming & Operations Manual
This feature cannot be used with a call in progress. The station is considered busy
for incoming calls during this operation. Each time this feature is used, wrap-up
is started.
If a UCD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,
etc.) they do not receive calls in queue information.
4-3
Uniform Call Distribution
August 2005