Ucd Group Setup; Programming - Toshiba Strata CIX Programming Manual

Note
Ring-No-Answer overflow for each agent can be established by setting Call Forward-No-
Answer (CFNA) on the UCD DN button. The agent's UCD button will ring for the time
set in the CFNA timer, then hunt to the next available agent. The CFNA destination must
be set to the next agent in the UCD group rotation. If another destination is assigned it will
be ignored, the call will forward to the next agent in the UCD hunt group.

UCD Group Setup

UCD Groups are Distributed Hunt Groups with UCD feature parameters enabled.

Programming

UCD Group Parameters (Prog 209)
From eManager click Advanced Configuration > Station > Hunt Group > Group
•
01 Hunt Method – Distributed
•
02 Pilot Number – any non-conflicting up to 5 digits
•
04 Number To Display – any number
•
05 Pilot Number SCFwd – select the System Call Forward template number that contains the
Queue Overflow destination assignments.
(see SCF Prog 500/504 > eManager> Advanced Configuration>System>Sys Call Forward)
•
06 Multiple DN Hunt – Disable
•
07 DHG Auto Camp-on – Enable
•
08 UCD Enable/Disable – Enable
•
09 UCD MOH – select the music source that should play to callers in queue.
•
10 UCD Overflow Timer – The time calls should remain in queue before overflowing to the SCF
No-Answer overflow destination.
•
11 UCD RBT Timer – the time a caller in queue should hear Ring Back Tone before being
switched to the UCD MOH source.
UCD Group Members (Prog 218)
From eManager, click Advanced Configuration > Station > Hunt Group > Member
•
Select the PhDN or PDN buttons that should be included in the UCD group.
UCD Queue Overflow
UCD calls that are in queue will overflow to the System Call Forward (SCF) destinations set in the
SCF template assigned to the UCD group.
1. The time the call remains in queue before it overflows is set in UCD Overflow Timer. (Prog
209-10)
2. An SCF pattern is assigned to each UCD Group in Pilot Number SCFwd. (Prog. 209-05).
Assign a pattern with the SCF No-Answer destination set to a telephone or Voice Mail box that
should answer calls that overflow from the queue. And, SCF DND destination set to the UCD
Queue overflow destination, a station that should handle calls when all agents are logged out.
•
When all agents are busy the call will be directed to the SCF No Answer destination.
•
When all Agents are logged out calls will be directed immediately to the SCF DND
destination
Strata CTX Application Implementation Vol 3 10/07
Uniform Call Distribution
UCD Group Setup
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