Specifications

DX-80 INSTALLATION AND MAINTENANCE MANUAL
P7290 IMM 3-238
No Answer Member Advancement: each UCD Group has a No Answer Timer. This timer can be set to advance a
call from one UCD Group Member to the next when the ringing member does not answer the call within the time
allotted.
Overflow 1 Destination: each UCD Group has an Overflow 1 Timer and Destination. This timer can be set to
determine how long the queued call will remain in queue before being routed to the Overflow 1 Destination. The
Destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play recorded messages to callers waiting
in queue. (Typically, “all agents are still busy - please continue to hold.”) Overflow 1 Destination can be played one
time only. (For high traffic scenarios a recorded Voice Announcement UCD Group can be used to play the same
message to multiple callers.)
Overflow 2 Destination: each UCD Group has an Overflow 2 Timer and Destination. This timer can be set to
determine how long the queued call will remain in queue following the Overflow 1 Timer before being routed to the
Overflow 2 Destination. (Overflow 1 Timer plus Overflow 1 Destination recorded message time plus Overflow 2
Timer.) The Destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play recorded messages to callers waiting
in queue. (Typically, “please continue to hold to reserve your place in queue.”) (For high traffic scenarios a recorded
Voice Announcement UCD Group can be used to play the same message to multiple callers.)
Overflow Count: Each UCD Group has an Overflow Count that is associated to the Overflow 2 Timer. This counter
can be set to allow a specific number of times that the Overflow 2 Timer may repeat. For each cycle of the Overflow 2
Timer the Overflow 2 Destination recording is played. If a call remains in queue so long that the Overflow Count
counter expires, this call is routed to the programmed Reroute Destination.
Reroute Destination: Each UCD Group has a Reroute Destination. This can be programmed with an extension
number and is used to remove this call from UCD Group queue and route the call for immediate handling.
Related Features
CO Line Ring Assignment UCD Reroute Destination
Flexible System Numbering Plan UCD Voice Announce Group
UCD Agent Log On/Log Off Voice Mail - Digital Integration
UCD Overflow Recorded Announcement Devices
Related Programming
CO Line - Answering Position
Extension Application - Uniform Call Distribution
System Application - Numbering Plan - Ext Hunt Group
Operation
• Calls can be transferred to a UCD Group.
• Intercom calls can be made to a UCD Group.
• Use the instructions for Intercom calling and Transfer to invoke these operations.
• UCD Group Directory numbers are 410-433 (By default.) These numbers may be dialed as though they are
extension numbers.
Conditions
a) CO Lines may be assigned to ring directly into UCD Groups (see CO Line Ring Assignment).
b) Overflow Destinations and Reroute Destinations may be programmed for use with the integrated voice mail
system. When doing so, program UCD Group 433 as the Destination for each of these entries. This routes
the associated, queued caller to the DX-80 VM system where recorded announcements can be stored
replayed to UCD callers waiting in UCD Queue. (See DX-80 Voice Mail Integration for details. Not part of
this manual.)
c) When the DX-80 Voice Mail system is installed, it uses UCD Group 24. Therefore this UCD Group is not
available for any other purpose when the ICD Voice Mail system is equipped.