Tadiran Telecom Emerald ICE Installation & Maintenance Manual page 309

status' Busy, DND active, Agent Log Off active, or when calls to the member go
unanswered.)
When configured as "All Ring" the UCD Group functions such that calls to the
group or calls transferred to the group are routed to all group members
simultaneously. That is, for each call into the UCD Group, all available members
ring. (Unavailable is determined by the following status' Busy, DND active, Agent
Log Off active, or when calls to the member go unanswered.)
UCD Group call handling is greatly enhanced by waiting call provisioning. While
a caller waits for a UCD Group Member to answer (in queue), several queued call
operations are possible. These are:
No Answer – Member advancement
Overflow 1 Destination programming
Overflow 2 Destination programming
Overflow Count programming
Reroute Destination programming
No Answer Member Advancement: each UCD Group has a No Answer Timer. This
timer can be set to advance a call from one UCD Group Member to the next
when the ringing member does not answer the call within the time allotted.
Overflow 1 Destination: each UCD Group has an Overflow 1 Timer and
Destination. This timer can be set to determine how long the queued call will
remain in queue before being routed to the Overflow 1 Destination. The
Destination can be an extension responsible for handling calls that remain in
queue too long or a voice announcement device. Recorded Announcement devices
can be used to play recorded messages to callers waiting in queue. (Typically, "all
agents are still busy ‐ please continue to hold.") Overflow 1 Destination can be
played one time only. (For high traffic scenarios a recorded Voice Announcement
UCD Group can be used to play the same message to multiple callers. If the call
still needs to continue to ring the UCD members after a Voice Announcement,
Overflow 2 time and Destination are required. If further overflow to Voice
Announcer is required, the Overflow count can also be set so that Overflow 2
destination (Voice Announcer) will be routed using an overflow "count" counter
(see below).
Overflow 2 Destination: each UCD Group has an Overflow 2 Timer and
Destination. This timer can be set to determine how long the queued call will
remain in queue following the Overflow 1 Timer before being routed to the
Overflow 2 Destination. (Overflow 1 Timer plus Overflow 1 Destination recorded
message time plus Overflow 2 Timer.) The Destination can be an extension
responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play
recorded messages to callers waiting in queue. (Typically, "please continue to hold
to reserve your place in queue.") (For high traffic scenarios a recorded Voice
Announcement UCD Group can be used to play the same message to multiple
callers.)
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Emerald ICE Installation, Programming & Maintenance Manual