Mitel SX-200 Documentation page 27

5. UNIFORM CALL DISTRIBUTION
Description
5.01 Uniform Call Distribution (UCD) allows specified (programmed}
incoming trunk calls to be routed to specific extensions
(Agents) in Hunt (Agent) Groups. The calls may be alternately routed to
either a Recording Group or an Attendant position if all Agent Groups
are busy. Calls are allocated as per a normal Hunt Group (terminal or
circular). The attendant can keep track of the calls waiting to be
answered if the trunks are programmed in the same area of the busy
lamp of the Busy Lamp Field. The attendant can assign Recording
Groups to the Agent Groups. For each Agent Group, one recording can
be assigned to an unserviced trunk calling that Agent Group. The ,
recording is specified by a Recording Group and a time delay. The time
delay is the time the trunk must wait from the time it rang in until the
time it is eligible to hear the recording.
Agent Groups
5.02 All Agents designated for one type of service should be put in
one Agent Group. The access code given to this Agent Group
will be used to reference it in later operations. A maximum of 12 Agent
Groups are available. The collective total of Recording Groups and
Agent Groups cannot exceed 12. Agent Groups are defined during
Standard Programming by programming Hunt Groups of extensions
marked as Call Distribution Agent.
Agents
5.03 Extensions that are programmed (during standard program-
ming) in Agent Groups are referred to as Agents. Agents have
the following characteristics:
Agent positions can be taken out of service momentarily by
using the Do Not Disturb feature.
Agents using a SUPERSET
while talking to a trunk An account code entered by an Agent
will overwrite any existing code, without dumping the current
SMDR buffer and creating a new one.
Recorded
5.04 The SX-lOO/SX-200
Announcement units: the MITEL Recorded Announcement Card
(RAC) and commercial Recorded Announcement Devices. When a re-
cording is needed for playback, the Recording Group is scanned, and
any idle recording unit is activated. In the case of a RAD, the port is
rung as a normal telephone set would be, and the system waits for the
device connected to the port to answer. Upon answer, the device port
is connected to the incoming trunk, and the recording duration is
timed. At the end of the programmed duration, the system disconnects
the trunk from the device port, and waits for the recording device to
SECTION WIITL9105/9110-096-l OO-NA
Announcements
system supports two types of Recorded
4 set may enter an account code
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