Ucd Overflow And Reroute - Comdial DX-80 Installation & Maintenance Manual

UCD Overflow and Reroute

UCD Overflow and UCD Reroute are directly related to Uniform Call Distribution. The DX-80 system allows for
flexible handling of callers waiting in UCD queue (waiting to be answered by an UCD Group Agent). UCD Overflow
can be applied in two ways. First it can be a simple UCD-external destination where callers in queue are routed
following some predetermined time. The second (more comprehensive) application is to utilize Overflow Destinations
in association with the optional built-in voice mail module or ancillary (third-party) recorded announcement device.
In the first (simplest) application callers waiting in queue are routed to another DX-80 extension. In this mode of
operation, the caller is immediately removed from the UCD Agent Queue and delivered to the Overflow Destination
for handling. Other callers in UCD Queue
answer for their call.
The second (most comprehensive) application allows for a more sophisticated handling of callers in UCD Queue. The
use of RAD (Recorded Announcement) devices provides a means to deliver information to the caller in queue without
removing the caller from their respective position in queue. The most effective implementation of RAD use is to
deploy the DX-80 built-in voice-processing module.
Overflow in a RAD environment can utilize two announcements as part of the UCD Group queue announcements. To
accomplish this, there are two "Overflow Destinations." Each has an associated timer that designates
prior to the announcement.
Overflow Destination 1 can be played one time only. The Overflow Destination 2 can be repeated at the "
queue
" interval. It is possible to repeat the Overflow Destination 2 announcement 1~128 times. Careful consideration
should be taken when invoking this function since the caller bares the burden of these decisions.
The final step in handling of callers in UCD Queue is the Reroute Destination. This is provided as an exit from the
UCD Queue. Reroute is the least preferred final point of action for a caller in queue. (Most callers would prefer to
speak with one of the UCD Group Agents.) Reroute is usually an UCD-external extension designated to handle
callers who have waited for a longer than anticipated period of time in UCD Group Queue. When a caller is routed to
the Reroute Destination they are removed from UCD Group Queue. Although a RAD can be used to handle these
calls, the RAD is the final process. That is, when the RAD announcement is finished, the caller is disconnected. (This
is why Reroute is usually a designated extension that can further process the call.)
Related Features
Uniform Call Distribution Groups
Related Programming
Extension Application – Uniform Call Distribution – Overflow 1 Timer
Extension Application – Uniform Call Distribution – Overflow 1 Destination
Extension Application – Uniform Call Distribution – Overflow 2 Timer
Extension Application – Uniform Call Distribution – Overflow 1 Destination
Extension Application – Uniform Call Distribution – Reroute
Extension Application – Uniform Call Distribution – Overflow Count
DX-80 Hard Drive Voice Mail Module PN7243 (see programming instructions)
Extension – Port Type
Extension Application – Uniform Call Distribution – Attribute
Conditions
a) In a RAD application, Overflow Destination 1 is usually recorded as; "All agents are busy assisting other
callers. Please continue to hold."
b) In a RAD application, Overflow Destination 2 is usually recorded as; "All agents are still busy, please
continue to hold. Calls will be handled in the order that they were received."
c) In a RAD application that uses the DX-80 VP (PN7243) the caller may be routed to a menu box for further
routing. (Please refer to the instructions in the DX-80 VP manual.)
d) In a RAD application the uses the DX-80 VP Overflow and Reroute destinations are the following voice mail
boxes:
P7290 IMM
DX-80 I M
NSTALLATION AND AINTENANCE
move-up
in their respective UCD queue position to reduce the time-to-
3-245
M
ANUAL
DX-80 Hard Drive Voice Mail (PN7243)
time-in-queue
time-in-