Product specifications

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TONE OR PULSE DIALING
Outside lines can be programmed for either tone or pulse dialing to meet local telephone company
requirements.
TRAFFIC REPORTING
The iDCS 100 system can store peg counts for various types of calls. These peg counts can be printed
on-demand, daily, hourly, or up to three separate programmable shifts. The report includes statistics
for each trunk, trunk group, station, station groups and page announcements. For more details and
explanations see sections 4.9 and 4.10 of this document.
Traffic Reporting is only available with a LAN module.
TRANSFER
System operation permits station users to transfer calls to other stations in the system. T ransfers can
be screened, unscreened or camped-on to a busy station.
TRUNK GROUPS
Outside lines can be grouped for easy access by dialing a code or pressing a button. There are 11 trunk
groups available for iDCS 100.
UNIFORM CALL DISTRIBUTION (UCD)
UCD is used whenever the user expects to have more ringing calls than people to answer them. It
prevents callers from receiving busy signals or lengthy delays before answering. Callers reaching a
busy station group are held in queue for an available agent. First and second announcements reassure
the caller until an agent becomes free. Programmable automatic logout removes a station from the
group if a call is placed to an unattended station, thus preventing unanswered calls. A wrap-up timer
prevents calls to a station for a programmable period of time to allow the agent to finish up work
associated with the call.
Requires optional hardware. Ask your dealer for details.
UCD GROUPS
The UCD group option allows callers in queue at a UCD group to be temporarily diverted to an
announcement device and then placed back in the queue. A wrap-up timer will allow agents to
complete paperwork before receiving the next UCD call.
CALL STATISTICS
UCD supervisor positions using a display keyset can monitor the number of calls in queue, the time
that the oldest caller has been waiting, the total number of calls received for the current day and the
average time a caller waits to be answered.
AGENT STATISTICS
UCD supervisor positions using a display keyset can monitor the number of agents in a group and
how many agents are currently logged in. Each station’s status can be reviewed for the number of
calls answered and the average call length of the current day.