Specifications

CHAPTER 4. Business Feature Package

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4.1.1.96 Traffic Reporting

The OfficeServ 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 Sample Traffic Report’

and ‘4.10 Traffic Report Overview’ of this document.

4.1.1.97 Transfer

System operation permits station users to transfer calls to other stations in the system.

Transfers can be screened, unscreened or camped-on to a busy station.

4.1.1.98 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 OfficeServ 100.

4.1.1.99 UCD (Uniform Call Distribution)

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.

Optional hardware

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.