Ucd / Hunt Groups (1~24) 410~433 (Linear/Distributed/All Ring) - Comdial DX-80 Installation & Maintenance Manual

Note: Changes made via PC-DBA are not updated to the DX-80 system memory until a "SEND" function
has been performed. Please refer to the Programming section of this manual to learn more about this
procedure.
UCD / Hunt Groups
(Linear/Distributed/All Ring)
UCD (Uniform Call Distribution) is an incredibly flexible function of the DX-80 system. Simply stated, UCD Grouping
allows system resources (primarily extensions) to be linked for call handling. The DX-80 has 24 UCD Groups. Each
group has a lead (or pilot) number. This is the access point of the UCD Group. Extensions may call a group of
extensions by dialing the associated UCD Group number. Calls may also be transferred to UCD Groups for handling
by one of the UCD Group Members. UCD Group Members are often referred to as "Agents." The use of Agent and
Member in this material is synonymous.
The DX-80 allows each UCD Group to be configured in one of three ways:
Linear
Distributed
All Ring
When configured as "Linear" the UCD Group functions such that calls to the group or calls transferred to the group
are routed to the group members beginning with the first member every time. That is, the first Member of a Linear
UCD Group will be the primary answering point for all calls received by this group. Each subsequent Member
receives calls only when the previous Member(s) are unavailable to take a call. (Unavailable is determined by the
following status' Busy, DND active, Agent Log Off active, or when calls to the member go unanswered.)
When configured as "Distributed" the UCD Group functions such that calls to the group or calls transferred to the
group are routed to group members in a uniformly distributed fashion. That is, each new call is routed to the next
available UCD Member such that previous call routing is retained. If the third UCD Group Member handled the last
call into the UCD Group, the next call to this UCD Group will be routed to UCD Group Member 4 regardless of the
status of other UCD Group Members. (Assuming Member 4 is available.) (Unavailable is determined by the following
status' Busy, DND active, Agent Log Off active, or when calls to the member go unanswered.)
When configured as "All Ring" the UCD Group functions such that calls to the group or calls transferred to the group
are routed to all group members simultaneously. That is, for each call into the UCD Group, all available members
ring. (Unavailable is determined by the following status' Busy, DND active, Agent Log Off active, or when calls to the
member go unanswered.)
UCD Group call handling is greatly enhanced by waiting call provisioning. While a caller waits for a UCD Group
Member to answer (in queue), several queued call operations are possible. These are:
No Answer – Member advancement
Overflow 1 Destination programming
Overflow 2 Destination programming
Overflow Count programming
Reroute Destination programming
No Answer Member Advancement: each UCD Group has a No Answer Timer. This timer can be set to advance a
call from one UCD Group Member to the next when the ringing member does not answer the call within the time
allotted.
Overflow 1 Destination: each UCD Group has an Overflow 1 Timer and Destination. This timer can be set to
determine how long the queued call will remain in queue before being routed to the Overflow 1 Destination. The
Destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play recorded messages to callers waiting
in queue. (Typically, "all agents are still busy - please continue to hold.") Overflow 1 Destination can be played one
time only. (For high traffic scenarios a recorded Voice Announcement UCD Group can be used to play the same
message to multiple callers.)
Overflow 2 Destination: each UCD Group has an Overflow 2 Timer and Destination. This timer can be set to
determine how long the queued call will remain in queue following the Overflow 1 Timer before being routed to the
Overflow 2 Destination. (Overflow 1 Timer plus Overflow 1 Destination recorded message time plus Overflow 2
Timer.) The Destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play recorded messages to callers waiting
P7290 IMM
DX-80 I M
NSTALLATION AND AINTENANCE
3-223
M 03/01
ANUAL
(1~24) 410~433