Uniform Call Distribution (Ucd); Busy In/Busy Out-Ucd; Call Waiting Indication-Ucd; Delay Announcement-Ucd - NEC NEAX2000 IVS2 General Description Manual

Chapter 5 Feature Description

Uniform Call Distribution (UCD)

Busy In/Busy
Out-UCD
Call Waiting
Indication-UCD
Delay
Announcement-
UCD
Hunt Past No
Answer-UCD
Immediate
Overflow-UCD
Priority
Queuing-UCD
Queue Size
Control-UCD
Silent
Monitor-UCD
2
NEAX2000 IVS General Description
NDA-24293, Issue 2
The Uniform Call Distribution (UCD) feature permits incoming calls to terminate to a
prearranged group of stations. Calls are distributed in the order of arrival to idle
terminals within the group, based on which terminal has been idle the longest period
of time. Stations may log on/log off from the UCD group. Supervisor stations may
monitor conversations of agents.
This feature allows an agent in a UCD group to log their station onto or off of the
group. This allows the system to control whether a call directed to the pilot number of
the UCD group goes to that station or not. This prevents incoming calls from being
directed to stations at which no agent is available.
This feature provides a visual indication when an incoming call to a UCD group is
placed in queue, due to an "all agents busy" condition. An external relay controlled
indicator or an LED on a Multiline Terminal can be used to provide Call Waiting
Indication.
This feature allows the system to provide a recorded announcement to an incoming
caller placed in queue to a UCD group. A single announcement, or two separate
announcements, can be provided.
This feature allows calls targeted at a UCD group to hunt past an agents station, after a
no answer condition, if the agent forgets to log off of the group and the agent is unable
(or not available) to answer the call.
This feature allows a call directed to a UCD group to immediately overflow to another
UCD group, upon encountering an "all agents busy" condition.
This feature allows the system to prioritize incoming calls by trunk route and on a per
station basis, when the call enters a UCD queue. When a call is a considered as
priority it is placed at the beginning of the queue.
On incoming DID/Tie line calls, the system can be assigned a threshold that limits the
number of calls in queue. When the queue size threshold is exceeded, incoming callers
are connected to busy tone.
This feature provides the UCD group supervisor with the ability to monitor a call to a
UCD agent. The silent monitor function gives no indication (as an option) to either the
agent or the calling party.
Uniform Call Distribution (UCD)
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