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Trunk Groups
Outside lines can be grouped for easy access by dialling a code or pressing a key. There are
11 trunk groups available.
Uniform Call Distribution (UCD)
UCD* is used whenever an organisation expects to have more ringing calls than people
(“agents”) to answer them. It prevents callers from receiving busy signals or lengthy delays
before being answered. Callers reaching a busy station group are held in queue for an avail-
able 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 un-
attended station, thus preventing unanswered calls. A wrap-up timer prevents calls to a sta-
tion for a programmable period to allow the agent to finish up work associated with a previ-
ous call.
*NOTE: Requires Auto Attendant (AA) card. 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 an-
nouncement 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 an-
swered and the average call length for the current day.
Group Supervisors
Multiple supervisors can be assigned to each group or one station can be given supervisor status for
multiple groups. The group supervisor (using a display keyset) can add and delete agents in real time
to/from the group to handle the workload.
Printed Reports
Agent supervisors may run printed reports to a customer-provided printer, showing the data available
on the supervisor displays.
Universal Answer (Night Bell)
Station users may dial the Universal Answer code or press the UA key to answer any outside
lines programmed to ring the UA device. The UA device can be a station, group of stations,
common bell or ring over page.