Uniform Call Distribution - Samsung Officeserv 7100 Technical Manual

OfficeServ 7100
TECHNICAL MANUAL

2.5 UNIFORM CALL DISTRIBUTION

UCD is used to distribute calls to a group of agents. If the group members (agents) are
all busy, UCD controls queue patterns and information messages. Callers are held in
queue for an available agent. First and second announcements reassure the caller
until an agent becomes free.
providing the UCD group overflow announcements. When VM/AA ports are used as a
UCD message source, the system provides the flexibility to share the ports with other
VM/AA applications, or dedicate these ports for play log UCD messages only.
The following step by step example demonstrated how to create an UCD application.
A SAMPLE UCD APPLICATION (STEP BY STEP)
1. Decide how many VM/AA ports you are going to use for UCD announcements.
Define these ports as a VMSUCD group in MMC 601. In this example we call this
group 505. The ring type should be distributed. Do not use the overflow, GRP
TRANSFER or NEXT.
2. In MMC 601, create a group (we use 525) defined as an UCD group and containing
the station numbers for the UCD agents. Set the group options as follows:
a. Set the ring type to DISTRIBUTED.
b. Set the overflow to ten seconds (creates a ten second ringback "grace period"
in case all agents are busy before the call overflows to the UCD module).
c. Set NEXT to 505.
d. Set the wrapup timer. This is an optional timer to allow UCD agents to finish the
work associated with a call before receiving the next call.
3. Decide what C.O. lines are to go to the UCD group and assign them to ring 525 in
MMC 406.
4. In MMC 607, program the UCD options. These consist of the following:
Message 1: After the caller has overflowed from the UCD group, the first message
will immediately play. The default value of '5061' plays a default recording of "I'm
sorry, all stations are presently busy". This message number can be assigned from
a valid range of 0001 to 9999 (corresponding to VM/AA prompts). Please refer to
Part 4 or Part 6 of the manual for customizing prompt recording instructions.
Message 2: If no agent has become free after the UCD recall time, the caller will be
played the Message 2. The default value of '5062' plays a default recording of "I'm
sorry, all stations are still busy'. This message number can be assigned from a valid
The OfficeServ 7100 VM/AA ports are capable of
2.5.1
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PART 2 APRIL 2007