Uniform Call Distribution - Comdial DX-80 Installation And 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.)
Related Features
Uniform Call Distribution Groups
Related Programming
Extension Application – Uniform Call Distribution – Overflow 1 Timer
Extension Application – Uniform Call Distribution – Overflow 1 Destination
Extension Application – Uniform Call Distribution – Overflow 2 Timer
Extension Application – Uniform Call Distribution – Overflow 1 Destination
Extension Application – Uniform Call Distribution – Reroute
Extension Application – Uniform Call Distribution – Overflow Count
DX-80 Hard Drive Voice Mail Module PN7243 (see programming instructions)
Extension – Port Type
Extension Application – Uniform Call Distribution – Attribute
Conditions
a) In a RAD application, Overflow Destination 1 is usually recorded as; "All agents are busy assisting other
callers. Please continue to hold."
b) 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."
c) In a RAD application that uses the DX-80 VP (PN7243) the caller may be routed to a menu box for further
routing. (Please refer to the instructions in the DX-80 VP manual.)
d) In a RAD application the uses the DX-80 VP Overflow and Reroute destinations are the following voice mail
boxes:
Table of UCD Group Overflow and Reroute Destination
UCD Overflow UCD
Group 1
Overflow 1 3101
Overflow 2
3201
Overflow 3
3301
Default Setting
Extension Application – Uniform Call Distribution – Overflow 1 Timer = 0
(Range is 0-255 sec.)
Extension Application – Uniform Call Distribution – Overflow 1 Destination = NULL
Extension Application – Uniform Call Distribution – Overflow 2 Timer = 0
(Range is 0-255 sec.)
Extension Application – Uniform Call Distribution – Overflow 1 Destination = NULL
Extension Application – Uniform Call Distribution – Reroute = NULL
Extension Application – Uniform Call Distribution – Overflow Count = 1 ( Range is 1-128.)
DX-80 Voice Processing Module PN7243 (see programming instructions)
Extension – Port Type = EXT (Range is Ext/V.A.)
Extension Application – Uniform Call Distribution – Attribute = UCD (Range is UCD/V.A.)
P7290 IMM
DX-80 I M
NSTALLATION AND AINTENANCE
Announcement Boxes in DX-80 PC-8
(more may be created if required)
UCD
Group 2
3102
3202
3302
3-244
M
ANUAL
DX-80 Hard Drive Voice Mail (PN7243)
UCD UCD
Group 3 Group 4
3103 3104
3203 3204
3303 3304
UCD
Group 5
3105
3205
3305