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Chapter 2 - Digital Station Features
Incoming CO Direct Ringing
CO Lines can be programmed to ring directly into a UCD group. When all agents are busy and
RAN is enabled, the system answers the caller and present the 1st RAN announcement
automatically.
No-Answer Recall Timer
If a call routed to a station via UCD is not answered by the UCD Agent/Station before the
No-Answer Recall timer expires, the call is returned to UCD Queue with the highest priority. A
station that fails to answer a ringing UCD call is placed into an Out-Of-Service (OOS) state.
No-Answer Retry Timer
When the No-Answer Recall timer expires, a station that failed to answer the ringing UCD call
is placed into an out-of-service (OOS) state. The station that was taken out-of-service (OOS) is
placed back in service if the agent hits their available flex button or dials the available flex
code. The agent is also placed back in service if the No-Answer Retry timer expires. If the
agent does not answer their next UCD call, they are again taken out-of-service. This cycle
continues until the station answers calls, logs out, or goes unavailable.
Overflow Station Forwarding Assignments
An overflow station may be assigned to route callers in queue to a designated station after a
specified time. The overflow station may not be one of the UCD group stations.
This feature allows UCD calls reaching the UCD Overflow Station to call forward to another
station. This is allowed or denied on a system-wide basis. Once enabled in programming, a
UCD Overflow station can Busy/No-Answer forward to Voice Mail Groups, Hunt Groups and
stations. If the UCD Overflow station is busy or does not answer before the no-answer call
timer expires, the UCD call forwards to Voice Mail.
Recorded Announcements (RAN)
Recorded announcement devices can be assigned to provide up to eight different messages,
if all stations in a UCD group are busy. The eight messages are available to all eight UCD
groups in different configurations. A RAN table can be the answer port for unanswered
incoming calls to a UCD group, while another table can provide the secondary message. Each
RAN device can provide an announcement to one caller at a time. Subsequent callers is
queued onto the message on a first-in basis. The Digital Voice Mail (DVM) can be used as a
RAN device for UCD groups.
Universal Day/Night Answer
Incoming CO lines can be programmed for Universal Day Answer (UDA) or Universal Night
Answer (UNA). UDA/UNA assigned CO lines can also signal over the external page port(s).
External Day ringing is programmed on a system-wide basis in admin programming. Stations
which do not have access to a line during the day can answer that line while the System is in
the Night Mode by dialing a UNA code. In order to use this feature, a LOOP button or an
appearance of the trunk must be present on the station.
Universal Day/Night Answer
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