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4-40 Uniform Call Distribution

Chapter 4 - Call Distribution - ACD/UCD

4. Dial the destination number where to forward calls (Station, Voice Mail, UCD groups, or

Hunt group). Confirmation tone sounds.

5. Replace handset or press ON/OFF button.

To remove Call Forwarding:

1. Lift handset or press ON/OFF button.

2. Press the FWD button. A confirmation tone sounds and the FWD LED extinguishes.

Conditions

»

An overflow station may be assigned to route callers in queue to a designated station

after a specified time. A queued call is one that has been answered by a recorded

announcement device or transferred into the group.

Overflow Timer

Description

The UCD Overflow Timer determines the total length of time a caller remains in queue for a

particular UCD group. When the timer expires, the caller is routed to the designated overflow

station.

The timer starts when an incoming call is answered and presented to the first recorded

announcement. Transferred CO callers overflow at the expiration of the Overflow Timer. The

UCD Overflow Timer setting is variable from 000–600 seconds.

Programming Steps

1. Press the OVERFLOW TIMER flexible button (FLASH 61, Button #3). The following

message displays:

2. Enter a valid number on the dial pad which corresponds to 000-600 seconds.

3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.

DEFAULT … UCD Overflow Timer is set for 60 seconds.

Primary Agent Assignments

Description

The Primary Agent Assignment feature allows the stations serving as primary agents to be

entered into the UCD group. Up to 8 UCD Agents can be entered into a Group.

Programming Steps

1. Press FLASH and dial [60]. The following message displays:

OVERFLOW 000-600

060

UCD ATTRIBUTES

SELECT A GROUP

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