Specifications

7-8 UCD Timers
Uniform Call Distribution (UCD)
UCD Overflow Timer
Programming Steps
1. Press the OVERFLOW TIMER flexible button (FLASH 61, Button #3). The following
message displays:
2. Enter a valid number on the dial pad which corresponds to 000-600 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Description
The UCD Overflow Timer determines the total length of time a caller remains in queue for a
particular UCD group. When the timer expires, the caller is routed to the designated overflow
station.
The timer starts when an incoming call is answered and presented to the first recorded
announcement. Transferred CO callers overflow at the expiration of the Overflow Timer. By
default, the UCD Overflow Timer is set for 60 seconds and is variable from 000–600 seconds.
Wrap-Up Timer
Programming Steps
1. Press the WRAP-UP TIMER flexible button (FLASH 61, Button #4). The following message
displays:
2. Enter a valid number on the dial pad which corresponds to 000-999 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
Description
After completion of a UCD call (on-hook) the agent is not subjected to another UCD call for
the duration of the Wrap-up Timer (regardless of the number of calls in queue), allowing the
agent to finish call related work or to access other facilities. This allows agents to remove
themselves from the group (i.e., DND, Unavailable, Call Forward) or originate another call. The
Wrap-up Timer is programmed as part of the UCD database (system-wide). By default, the
Wrap-up Timer is set for 4 seconds and is variable from 000 to 999 seconds.
OVERFLOW 000-600
060
AXXXX WRAP-UP TIME 000-999
004