Uniform Call Distribution (Ucd - NEC Xen IPK Features & Specifications Manual

Uniform Call Distribution
(UCD)
FEATURE
DESCRIPTION
SYSTEM
AVAILABILITY
OPERATING
PROCEDURES
Features and Specifications Manual
The Uniform Call Distribution (UCD) feature permits incoming DIT/ANA,
DID/Tie, and CO ring transferred calls to terminate in a prearranged hunt
group. Incoming calls are distributed based on longest idle time among all
members of the UCD group. When an incoming DIT/ANA, DID call to a
UCD group encounters all UCD stations busy or no-answer, the call is
queued and the caller receives a Delay Announcement after a
predetermined time interval.
Terminal Type
All terminals.
Required Components
MIFA-U( ) ETU (without the KMA ( )UA Unit fitted).
Not applicable.
GENERAL DESCRIPTION
CALL PROCESSING
This section includes the following features:
Abandoned Call Search
Abandoned incoming calls are not connected to Agent positions. The
system can recognize abandoned calls and remove them from queue on
trunks that provide calling party disconnect supervision.
Call Distribution to Agents
Calls are automatically distributed among Agents in a UCD group based on
longest idle time.
Call Transfer to UCD Group Queue
CO Trunk calls, that have terminated to either a normal station or a UCD
Agent, can be transferred to a UCD group queue.
Night Service
When the UCD group is placed in Night Mode, the system can route all
incoming UCD calls to one of the following Internal Station Number, Night
Announcement, transfer to the Attendant, or Trunk-to-Trunk Transfer.
U-1
U1 – 587