Ucd Agent Log Off/Log On; Ucd Overflow And Reroute; Agent Log Off/On - Comdial DX-80 Installation And Maintenance Manual

UCD Agent Log Off/Log On

UCD Agent Log Off/Log On is a subset of Uniform Call Distribution. That is, it applies only to extensions that are
programmed "Members" or Agents of predefined (programmed) UCD Groups. An extension that is a member of an
UCD Group may temporarily invoke Agent Log Off to discontinue his extension relationship to the UCD Group. When
Agent Log off is invoked UCD Group Queuing
Queue.
Agent Log Off/On can be invoked to remove an extension from participation in the UCD Group while at the same time
allowing uninterrupted use of all other extension features. (Non-UCD Group ringing is unaffected by the Agent Log
Off/On function.)
Agent Log Off/On is usually invoked at a UCD Group extension when that extension user is on break or not manned
(employee "shift" cycles etc.)
UCD Group Agent Log Off is possible at any number of UCD Group extensions, however one Agent (Member) must
be Logged On at all times. (The DX-80 will not allow all UCD Group Members to Log Off simultaneously.)
Related Features
Uniform Call Distribution
Operation
1. While the extension is idle, the UCD Group Agent presses
off.
2. The display will momentarily indicate the new Agent Status (Log On or Log Off).
Note: A Flexible Feature Button programmed with the code
Agent Log Off / Log On.
Conditions
If a Flexible Feature Button is programmed as the Agent Log Off/On button, the LED associated to the
button will light steady red to indicate the Log Off condition is set.

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.
P7290 IMM
DX-80 I M
NSTALLATION AND AINTENANCE
skips
this extension for calls that are in the associated UCD Group
move-up
in their respective UCD queue position to reduce the time-to-
3-243
M
ANUAL
!91
Flexible Feature Button Programming
!*91
to log on or
!91
can be toggled for
!91
to log
time-in-queue
time-in-