Tadiran Telecom Emerald ICE Installation & Maintenance Manual page 453

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Emerald ICE Installation, Programming & Maintenance Manual
The final step in handling of callers in UCD Queue is the Reroute Destination. This
is provided as an exit from the UCD Queue. Reroute is the least preferred final
point of action for a caller in queue. (Most callers would prefer to speak with one
of the UCD Group Agents.) Reroute is usually an UCD‐external extension
designated to handle callers who have waited for a longer than anticipated period
of time in UCD Group Queue. When a caller is routed to the Reroute Destination
they are removed from UCD Group Queue. Although a RAD can be used to
handle these calls, the RAD is the final process. That is, when the RAD
announcement is finished, the caller is disconnected. (This is why Reroute is
usually a designated extension that can further process the call.)
Default Settings:
Uniform Call Distribution – Overflow 1 Timer = 0 (Range is 0‐255 sec.)
Uniform Call Distribution – Overflow 1 Destination = NULL
Uniform Call Distribution – Overflow 2 Timer = 0 (Range is 0‐255 sec.)
Uniform Call Distribution – Overflow 1 Destination = NULL
Uniform Call Distribution – Reroute = NULL
Uniform Call Distribution – Overflow Count = 1 ( Range is 1‐128.)
Extension – Port Type = EXT (Range is Ext/V.A.)
Uniform Call Distribution – Attribute = UCD (Range is UCD/V.A.)
Operation
N/A
Operational Notes
• In a RAD application, Overflow Destination 1 is usually recorded as; "All
agents are busy assisting other callers. Please continue to hold."
• In a RAD application, Overflow Destination 2 is usually recorded as; "All
agents are still busy, please continue to hold. Calls will be handled in the
order that they were received."
• In a RAD application that uses the Emerald ICE VP (PN7243) the caller may
be routed to a menu box for further routing. (Please refer to the instructions
in the Emerald ICE VP manual.)
• In a RAD application the uses the Emerald ICE VP Overflow and Reroute
destinations are the following voice mail boxes
• Overflow and Reroute Destination Announcement Boxes in Emerald ICE
PC‐8 (more may be created if required)