Uniform Call Distribution (UCD) routes incoming calls to hunt groups (agents) according to the type of information or service required by the caller. Agents are trained to provide the information or service the caller is requesting. If calls are not answered immediately, rather than forcing a caller to listen to ringback or a returning busy tone, UCD places calls in a queue to await the first available agent. While waiting in the queue or camping-on to a busy trunk or station, UCD with Recorded Announcement Devices (RADs) supplies recorded announcements and music while ringing an idle station.
UCD distributes calls to voice groups (agents) as they become available. For example, the taxation department would use UCD to handle the influx of calls they normally receive during tax time. UCD allows queued calls (calls camped-on to a voice group) to overflow at programmable intervals to two different voice groups as backups. It also offers the ability to prioritize calls to different voice groups so that when calls to a high priority department overflow and queue onto back-up groups, the priority calls are presented first to the back-up group.
For the supervisor in charge of different voice groups, UCD offers phantom groups. Phantom groups load share (Intraflow) incoming traffic between voice groups by dynamically switching a percentage of the incoming traffic from one group to another. UCD allows the supervisor to switch all of the incoming traffic on one voice group to an alternate destination (Interflow) or recorded announcement for off-hours operations.
Call display is used by the agent to see the name of the department (such as, hunt group pilot number or telephone directory name) the caller is trying to reach while the telephone is ringing. UCD displays the name of the originally called destination, while ringing one of the alternate or back-up agents when phantom groups has rerouted incoming traffic.
Do Not Disturb - Remote Set Up and Cancel
