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Vertical Edge 120 Instruction Manual Page 350

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OVERVIEW DX-120 Programming Manual
- 342 -
• While a caller waits for a UCD group member to answer (in queue), several queued call operations are possible:
- No Answer – Member advancement
Each UCD group has a No Answer Timer. You can set this timer to advance the call from one UCD group
member to the next when the ringing member does not answer the call within the time allotted.
- Overflow 1 Destination programming
Each UCD group has an overflow 1 timer and destination. You can set this timer to determine how long calls
will remain in queue, before being routed to the overflow 1 destination. The destination can be an extension
responsible for handling calls that remain in queue too long, or a voice announcement device.
You can use recorded announcement devices to play recorded messages to callers waiting in queue, e.g.,
“All agents are still busy - please continue to hold.” The system plays the overflow 1 destination only once.
For high traffic scenarios, you can use a recorded voice announcement UCD group to play the same
message to multiple callers.
- Overflow 2 Destination programming.
Each UCD group has an overflow 2 timer and destination. You can set this timer to determine how long calls
will remain in queue, following the overflow 1 timer, before being routed to the overflow 2 destination (overflow
1 timer + overflow 1 destination recorded message time + overflow 2 timer.)
The destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. You can use recorded announcement devices to play recorded messages to callers
waiting in queue, e.g., “Please continue to hold to reserve your place in queue.”
For high traffic scenarios, you can use a recorded voice announcement UCD group to play the same
message to multiple callers.
- Overflow Count programming.
Each UCD group has an overflow count that is associated with the overflow 2 timer. You can set this timer to
allow a specific number of times that the system may repeat the overflow 2 timer.
For each cycle of the overflow 2 timer, the system plays the overflow 2 destination recording. If a call remains
in queue so long that the overflow count counter expires, the system routes this call to the programmed
reroute destination.
- Reroute Destination programming.
Each UCD Group has a reroute destination. You can program this with an extension number the system uses
to remove the call from UCD group queue. The system then routes the call for immediate handling.
• Other features that may affect UCD programming include the following:
- CO Line Ring Assignment - see page 134
- UCD Reroute Destination - see page 345
- UCD Voice Announce Group - see page 358
- UCD Agent Log On/Log Off - see page 358
- Voice Mail - (third party) Analog Integration - see page 363
- Voice Mail - (internal) Digital Integration - see page 381
- Recorded Announcement Devices (RADs) - see page 429
HINT:
Also see “Programming UCDs” on page 345.
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