NEC Xen IPK Features & Specifications Manual page 596

July 2003 NEC Business Solutions Ltd
Overflow
Overflow Service allows calls, that have been holding in queue for more
than a predetermined time, to be directed to an assigned station or Station
Hunting group.
Queuing
All incoming calls destined for UCD groups are placed in queue when no
Agent in the UCD group is available to handle the call. Queue is used to
provide service in order of arrival (first in, first out).
Pilot Numbers
Pilot Numbers are programmed in the System Data according to the
numbering plan in effect for the system. Pilot Numbers do not correspond to
any line appearances, either physical or virtual, in the Xen IPK system. No
hardware equipment is required to assign a Pilot number. A UCD Group
Pilot number does not function if programmed in a Station Hunting group.
AGENT AND SUPERVISOR FUNCTION
This section includes the following features:
Assistance
This feature allows an Agent to call a Supervisor, in the UCD group for
assistance. Activating this feature while on a UCD call, automatically places
the current call on hold and places an assistance call to the Supervisor. This
feature uses a Feature Access or One-Touch key.
Break Mode
This feature allows Agents to leave the UCD Mode without logging off.
Break Mode is used for breaks from work (e.g., lunch or coffee breaks). This
feature uses a DND key that is programmed on a Feature Access or One-
Touch key. If DND, Call Forward - All Calls/Busy/No Answer was
programmed before Log on, non-UCD calls follow the programmed function
while in Break Mode.
Logon/Logoff
This feature allows an Agent to log on/log off the system. Operating
statistics are collected for the Agents until they log off. This feature is
activated by the Logon/Logoff key that is programmed on a Feature Access
or One-Touch key on the Agent position.
Non-UCD Call
This feature allows Agents or Supervisors to receive calls directly from
stations or Attendants and dial trunks (e.g., Tie line, DID, DIT).
588 – U1 Uniform Call Distribution (UCD)