9.6.11 UCD groups

9.6.11	UCD groups

Settings | Incoming calls | UCD groups

Agents are assigned to workgroups via UCD group. Each agent can only be allocated to one group.

The last hunt groups are used in UCD to set up a master call number, a DID number and a group name for the individual UCD groups. Each UCD group is assigned a virtual address number beginning from #201 (to #260 or #450) under Call forwarding. The UCD group 1 (#201) can therefore be called by dialing the default call number for Groups/hunt groups.

When an agent logs on to myAgent, he is automatically logged on to the UCD (Universal Call Distribution) of HiPath 3000. If OpenScape Office crashes, and myAgent with it, UCD deals with incoming calls and therefore ensures the continued functioning of the call center. If myAgent has already crashed when an agent wants to log on, he can log on to the UCD via his telephone.

9.6.11.1

Selection, Members table

Agents can be assigned to the UCD groups with the Selection and Members lists. In order to do this, drag that respective ID from the Selection list into the Members list. Each ID can only appear in one group.

9.6.11.2

UCD groups table

The UCD groups table enables the group-specific configuration of UCD parameters. The table is divided into the following columns:

UCD group column

The UCD group column contains a list of the available groups.

Prim. ring cycles, Sec. ring cycles columns

The primary and secondary ring cycles can be set up for each group. The behavior depends on whether or not further UCD groups have been configured as destinations in the respective call destination list.

Scenario 1: A UCD group is configured only for the first destination
The Universal Call Distribution (UCD) is set up to route a call to an available agent depending on the longest idle phase. If additional agents are available and the call was not accepted, the call is forwarded to the next available agent after the number of cycles (5 second intervals) specified under Primary Ring Cycle has expired. The timer for the second free agent, i.e., the Secondary ring cycle is then started. Depending on the configuration, the agents called via the call forwarding to the next agent are set to "not available".

Scenario 2: One UCD group each has been configured for both the first and second destinations, and free agents are available in both groups
The available agents in the first group are called as described under scenario 1. The call is then forwarded to the next group. Call forwarding within the second group occurs here in accordance with the Secondary ring cycle timer.

Scenario 3:One UCD group each has been configured for both the first and second destinations, and no free agent is available in the first group
The call remains in the queue of the first group for the duration of the Primary ring cycle and is then forwarded to the second group. The Secondary ring cycle timer is started, and a search for available agents in both groups is performed. The first available agent receives the call.

Queued calls column

The maximum number of queued calls can be set in the Queued calls column (max. value = 30).

For the last group the maximum number is 72.

AICC column

The AICC column (Automatic Incoming UCD Call Connection) is used to activate the automatic setup of UCD calls. An acoustical signal will be transmitted to the UCD agent's headset and the call is automatically connected.

This feature can be activated if a headset and the Disconnect key are configured for the relevant telephone.

Change announcement column

In this column, it is possible to specify how the recorded announcements are changed. Changes can be made once or cyclic. The Announcement are sent to the caller in the configured order. If the cyclic option is selected, the last announcement and the previous one are connected cyclically.

Overflow time column

If the external application (e.g. HPCO) does not accept the waiting call within the time period specified here, the call is taken back by the communication system. The call is then no longer processed in the external application but in the CM of the system.

Valid value range: 0-600s or 0-15240s as of HiPath 3000 V1.2/Hicom150 H V1.2.

Announcement delay column

This timeout parameter is used to configure the delay before a queued call is switched to the recorded announcement device. Each call to a UCD group is assigned an announcement. If no announcement device is configured, the communication systems internal music-on-hold is activated for the calling party. To suppress the announcement, the Ann. delay time should be configured to the maximum value, assuming that the call will be answered within this time.

Valid value range: 0-600s.

9.6.11.3

Group parameters table

Destination index column

Seven Wait dest. (index 1-7) for announcement devices can be configured per group.

The internal MoH (MoH = Music on Hold) cannot be configured as the first UCD announcement (index 1). This setting can result in problems in scenarios involving IP network connections.

Wait destination column

The Wait dest. column is used to assign the Dest. index to the recorded announcement devices in the communication system. Two types of announcement device can be configured: devices with a fixed beginning and end (announcements) and tape loops (music).

These announcement devices can be configured via Announcement.

For consultation calls in a UCD group (e.g., for unscreened transfers), announcement devices are not connected until after the call has been transferred. The transferring station is not given an announcement connection.

Wait time column

This option can only be used for terminals with tape loops.

A queue time can be programmed for each target. After this timeout the next configured announcement is sent to the calling party.

HiPath 3000/5000 V8, Manager E, Administrator Documentation, Issue 10		up

Disclaimer & Copyright	ID: P31003H3580M1000176A9	2011-01-24