Programming instructions

- 341 -
OVERVIEW
Uniform Call Distribution is an exceptionally flexible function of the DX-120 system. UCD grouping allows you to link
system resources (primarily extensions) for call handling.
The DX-120 provides 24 UCD groups. Each group has a
lead (or pilot) number; this is the access point of the UCD group.
Extensions may call a group of extensions by dialing the associated UCD group number. Calls may also be transferred
to UCD groups for handling by one of the UCD group members. UCD group members are also often referred to as
“agents.”
• The following conditions apply to programming UCD groups.
- Calls can be transferred to a UCD group.
- Intercom calls can be made to a UCD group.
- UCD group directory numbers are 410-433, by default. Callers can dial these numbers as though they are
extension numbers.
- You can assign CO lines to ring directly into UCD groups. For more details see Setting the Answer Position
for Day and Evening.
- You can program overflow destinations and reroute destinations for use with the (optional) integrated voice
mail system. When doing so, program UCD group 433 as the destination for each of these entries. This
routes the queued caller to the DX-120 voice mail system, where you can record and store announcements
you want the system to play to UCD callers waiting in the UCD queue. For more details, see Programming
Third Party VM, Analog Ports.
- When you install the DX-120 Voice Mail system, it uses UCD group 24. Therefore this UCD group is not
available for any other purpose when using the in-skin Voice Mail system.
• There are three ways to configure a UCD group:
- Linear—the system routes incoming or transferred calls beginning always with the first member of the group.
Thus, the first member of a linear UCD group is the primary answering point for all calls received by this
group.
Each subsequent member receives calls only when the previous member is unavailable to take a call
(unavailable status includes: busy, DND active, Agent Log Off active, or when calls to the member go
unanswered.)
- Distributed—the system routes incoming or transferred calls uniformly. That is, the system routes each new
call to the next available UCD member (and retains previous call routing).
EXAMPLE
If the third UCD group member handled the last call into the UCD group, the system
will route the next call to group member four, regardless of the status of other UCD
group members.
If group member four is unavailable, the system routes the call to
group member five, etc.
- All Ring—the system routes incoming or transferred calls to all group members simultaneously. That is, for
each call into the UCD group, the system rings all available members (unavailable status includes: busy, DND
active, Agent Log Off active, or when calls to the member go unanswered.)
SECTION 8 - PROGRAMMING UCD GROUPS
DX-120 Programming Manual