Programming instructions

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DX-120 Programming Manual CONTROLLING OVERFLOW AND REROUTE SITUATIONS
CONTROLLING OVERFLOW AND REROUTE SITUATIONS
The DX-120 system allows for flexible handling of callers waiting in UCD queue (waiting to be answered by an UCD
Group Agent) in the following situations:
UCD OVERFLOW CAN BE APPLIED IN EITHER OF THE FOLLOWING...
• Overflow can be a simple UCD-external destination, where the system routes callers to another DX-120 extension
following some predetermined time.
The system immediately removes the caller from the UCD agent queue and
delivers it to the overflow destination for handling.
Other callers in UCD queue move up in their respective UCD queue position to reduce the time-to-answer for
their call.
OR
• Overflow can be a more sophisticated and comprehensive application, where the system routes callers to a third
party Recorded Announcement Device (RAD).
The most effective implementation of RAD is using the DX-120
optional built-in voice mail module.
In this implementation, the system plays the recording without removing callers from their respective UCD queue
position.
YOU CAN PROGRAM OVERFLOW IN A RAD ENVIRONMENT TO USE TWO ANNOUNCEMENTS...
To do this, you specify two overflow destinations. Each destination has an associated timer that determines how long
the call remains in the queue before the system plays the announcement.
The system can play the first overflow destination message only once. The system can play the recording in the
second overflow destination up to 128 times, depending on your specifications. How often the system plays the
message in the second overflow destination depends on the time you specify in its timer.
THE FINAL STEP IN HANDLING OF CALLERS IN A UCD QUEUE...
The final step in handling of callers in a UCD queue is the reroute destination, which is an exit from the UCD queue.
Reroute is the least preferred action for callers waiting in a queue, because most callers prefer to speak with a UCD
agent.
The reroute destination is usually an extension (external to UCD) designated to handle callers who have waited
for a longer than anticipated time in UCD queue.
When the system routes a caller to the reroute destination it removes the caller from the UCD queue. You can assign
the reroute destination to an extension that can further process the call, or you can assign the reroute destination to a
RAD.
However, if you route the call to a RAD, the system disconnects the caller when the RAD announcement is
finished