Mitel SX-200 Documentation page 335

SECTION MITL9105/911
UNIFORM CALL DISTRIBUTION (UCD)
Page 280
Description
UCD enables a large volume of incoming
centrated onto one or more groups of extensions (Agents) within the
system. The calls are all of a similar nature and the Agents are
trained/equipped to provide the information or service that the caller is
requesting. The system can provide a recording that gives information
as to call progress when a caller does not access an Agent imme-
diately. Agents using SUPERSET
of SPEAKER phone.
A list of UCD Features is provided below:
Agent positions can use the SUPERSET 4 set for Account Code
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entry.
Calls are allocated as they would be in a normal Hunt Group.
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(See Hunting Description in this Practice).
Agent positions
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using the Do Not Disturb Feature of the SUPERSET
Up to 12 Agent Groups are available, less those required for
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recording groups.
The Supervisor has the ability to monitor the number of calls
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waiting by using the Busy Lamp Field of the console.
Recorded Announcements are possible using the MITEL Record-
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ed Announcement Card (RAC) or a customer-provided Recorded
Announcement Device (RAD).
Conditions
A RAD/RAC must be defined by the attendant before it can be
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entered in a Recording Group.
Ground Start Trunks are recommended for better operation of
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'the recorded announcement equipment.
The SMDR record does not provide information on an Agent that
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transfers a call, but specifies information on the Agent that
handles the call.
Programming
Select System Option 278 (SMDR Record Incoming Calls)
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Select COS Option 117 (Call Distribution Agent Position) for each
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extension to be used as an Agent position.
Select COS Option 56 (Account Code Access) to enable the
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Agent to use Access Codes.
Program Agents/Recordings in appropriate Hunt Groups.
Refer to Practice number MITL9105/91 lo-096-315-NA, Attendant
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Console Description for information pertaining to Recorded An-
nouncements.
For headset use, enable COS Option 99 (Handsfree Station) in
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that user's COS.
Select System Option 130 (Attendant Trunk Busy-Out Enable).
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trunk
4 sets can also use headsets instead
can be taken out-of-service
traffic to be con-
temporarily by
4 set.