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P
U
ROGRAMMING
NIFORM
While a caller waits for a UCD group member to answer (in queue), several queued call operations are possible.
These include the following.
• No Answer – Member advancement. Each UCD group has a No Answer Timer. You can set this timer to
advance the 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 programming. Each UCD group has an overflow 1 timer and destination. You can
set this timer to determine how long calls 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. You can use recorded announcement devices to play recorded messages to
callers waiting in queue, for example, "All agents are still busy - please continue to hold." The system plays
the overflow 1 destination only once. For high traffic scenarios, you can use a recorded voice announcement
UCD group to play the same message to multiple callers.
• Overflow 2 Destination programming. Each UCD group has an overflow 2 timer and destination. You can
set this timer to determine how long calls will remain in queue, following the overflow 1 timer, before being
routed to the overflow 2 destination (overflow 1 timer + overflow 1 destination recorded message time +
overflow 2 timer.) The destination can be an extension responsible for handling calls that remain in queue
too long or a voice announcement device. You can use recorded announcement devices to play recorded
messages to callers waiting in queue, for example, "Please continue to hold to reserve your place in queue."
For high traffic scenarios, you can use a recorded voice announcement UCD group to play the same message
to multiple callers.
• Overflow Count programming. Each UCD group has an overflow count that is associated with the overflow 2
timer. You can set this timer to allow a specific number of times that the system may repeat the overflow 2
timer. For each cycle of the overflow 2 timer, the system plays the overflow 2 destination recording. If a call
remains in queue so long that the overflow count counter expires, the system routes this call to the
programmed reroute destination.
• Reroute Destination programming. Each UCD Group has a reroute destination. You can program this with
an extension number the system uses to remove the call from UCD group queue. The system then routes the
call for immediate handling.
Other features whose programming may affect UCD programming includes the following.
• CO Line Ring Assignment
• UCD Reroute Destination
• UCD Voice Announce Group
• UCD Agent Log On/Log Off
• Voice Mail - Digital Integration
• Recorded Announcement Devices (RADs)
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DX-80 Programming Manual
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