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3.1.12 |
Uniform Call Distribution (UCD) |
| Implementing features, see also Manager E Uniform Call Distribution (UCD) |
Definition |
| With uniform call distribution (UCD), incoming internal or external calls are automatically assigned to the station (agent) idle longest in a UCD group. |
| If all stations in a UCD group are busy, any additional incoming calls are placed in the queue and then distributed to the group members according to the priority of the call and the length of time it has been waiting. Announcements or music can be played for the waiting callers. |
| Users (agents) can log on from any telephone by entering an ID. After logging on, the agent is available and is permanently assigned to that telephone until logged off. The assignment is retained even after a system reset. |
| The UCD group can be forwarded (night answer for UCD). |
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| The agents states are maintained in the event of a power failure. |
| A UCD group contains agents that belong to a work group. Up to 150 UCD agents can be active simultaneously in the communication system. Accordingly, 150 fixed agent IDs are predefined that can each be assigned to one of up to 60 UCD groups (10 in the case of HiPath 3350 and HiPath 3300). The number of agents per group is not restricted. Only valid agents can be specified and each ID can only be assigned to one group. You must therefore create a list containing the agent ID and the assigned UCD group. |
| UCD agents have special functions in a communication system. Using their ID, they can log on from any UP0/E or analog telephone (home agent, external extension). After logging on, the agent is available and is permanently assigned to that telephone until logged off. The agent cannot log on to another telephone at the same time. Only one agent can be logged on to a telephone at any time. Each agent is assigned to one work group. After logoff, the agent is no longer available for UCD. |
| At logon, this assignment to the UCD groups is checked. The port at which an agent is logged on is stored in a non-volatile memory so that the assignment is retained even after the system is reset. |
| System telephones (without a display) can be used for UCD queries and analog telephones can be used to support home agents. Logon, wrap-up and deactivation codes are available for the key functions on telephones without a display. Entry telephones can also be used. |
| If Office Look is connected, the internal call number of the UCD groups must be deleted because only external calls are logged. |
Linking Hunt Group Master Numbers and Names with the UCD Group |
| The last 60 hunt groups (10 in the case of HiPath 3350 and HiPath 3300) are used in UCD for configuring a master number, a DID number and a group name for the individual UCD groups. Each UCD group is assigned a virtual address number from #201 to #260 (#210 in the case of HiPath 3350 and HiPath 3300) under call forwarding for this purpose. UCD group 1 (#201) can thus be called by selecting the default call number for the group/hunt group. |
UCD calls and internal calls |
| If an agent receives an internal call (not a UCD call) and a UCD call is received in the UCD group at the same time (only this agent is logged on and available), the UCD call is routed to a queue. The UCD call is forwarded to the agent as soon as the internal call is ended. |
| Agents |
| Any type of telephone can be part of a UCD group. Analog connections can also be used for remote agents (teleagents). |
| A UCD group contains agents that belong to a work group. Agent indexes are associated with each of the UCD groups. Each index contains up to 32 agent IDs. A maximum of 150 agents can be active simultaneously in the system. Accordingly, 150 fixed agent IDs (500 for HiPath 500) can be assigned to one of up to 60 UCD groups. An ID can only be assigned to one group. Several IDs can be assigned to one agent, permitting the agent to work in more than one UCD group; however, the agent can only be active in one group at a time. |
| Certain system features are only available to UCD members. |
| An agent can logon/logoff from any optiPoint 500 or analog telephone in the system using an ID. The agent is available after logon and is permanently assigned to this device until logoff. The agent is available after logon and is permanently assigned to this device until logoff (even at IP clients like OpenStage IP). An agent can only be logged on from one device at a time and only one agent can be logged on per device (even for IP-Clients like optiPoint 400 standard. Each agent is assigned to one work group only. After logging off, the agent is no longer available for UCD calls. |
| At logon, this assignment to the UCD groups is checked. The port to which an agent logs on is stored in the non-volatile memory in order to retain the assignments should the system be reset. |
| Agent Indexes are defined in the following manner: |
| • | HiPath 3000/5000 Manager E: Options ->Incoming Calls ->UCD groups -> Members. |
| • | Manager T: 31-1. |
Operation |
| With uniform call distribution (UCD), an incoming internal or external call is assigned to the station idle longest in a UCD group. |
| Incoming calls are routed to the UCD group using one the following: |
| • | Ring Announcement table |
| • | Direct inward dialing |
| • | Call Management table |
| • | Auto-attendant application |
| • | Transfer |
| Prim. Ring cycles is the time the system places an unanswered call in an unavailable state before the next available agent is offered the call. |
| If the overflow queue timer expires before an agent is available, the call can be directed to another UCD group, a station, voice mail, or an external destination. If the overflow target is another UCD group, the caller remains in queue in the original group and is also be placed in queue in the overflow queue. Overflow targets are configured using the Call destination table. |
| A numeric threshold value can be assigned to each group. If the number of calls in queue equals the threshold value, the call overflows. |
| The UCD group can be forwarded (night answer for UCD). |
| Additional Parameters per Group |
| If all agents in a group are busy, each group can independently determine the length of time a caller will remain queued to one group. At the end of which, if no agent has answered the call in the first group, the call simultaneously is presented to the secondary group (if configured) for another predetermined time. The time is set by the number of ring cycles. The number of ring cycles can be set from 1-120, in both groups. |
| Each group can independently set the maximum number of queued calls; in the first group the maximum is 30, whereas, in the last group, the maximum is 72. These totals include internal and external calls. If more calls attempt to call the UCD groups, they are presented with busy tone, or diverted to voice mail, depending on the call management destination list. |
| Each group can be configured for calls to be automatically answered by agents: Automatic Incoming UCD Call Connection (AICC). |
| Each group can specify if the announcements change once or if they are cyclical. If the selection is Once, the announcements are presented to the callers once, as they are configured. If the selection is Cyclic, the last announcement and the second-to-last announcement in the configuration are repeated cyclically. |
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| Each group can specify the delay time before a queued call is switched to the recorded announcement device. The value for this timer is 0-600 seconds. Every call to an UCD Group gets an announcement. If no announcement device is configured, the internal MOH is sent to the calling party. To suppress the announcement, the delay should be configured to the maximum value, assuming that the call will be answered within this time. |
| Feature Keys/Codes |
| Agents using display telephones can program vacant keys with the following UCD functions: |
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| Otherwise, agents can dial the access code from an idle state or press the Program/Service key during a conversation and scroll to and select UCD and scroll to the UCD feature to activate/deactivate. |
| Non-display and analog telephones must dial the access codes from an idle state or during a conversation after putting the caller temporarily on Consultation Hold and dialing the access code. To return to the call, the agent must press the Consultation key once again, or do a hookswitch flash in the case of an analog telephone. |
Model-Specific Data |
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3.1.12.1 |
UCD Queues |
| Implementing features, see also Manager E UCD Queues |
Definition |
| If all stations (agents) in a UCD group are busy, incoming calls are placed on hold and entered in a queue. You can configure the number of calls in a queue for each UCD group individually. |
| Agents of a UCD group can display the number of calls in the queue for their UCD group. Waiting parties in the queue can receive an announcement or music on hold. |
| To display the number of UCD calls in queue, users with display telephones can program a feature key or during a call, press Program/Service, scroll to and select UCD?, and scroll to and select the wanted feature. Alternatively, during a conversation, users can press the Program/Service key and dial the access code. |
| Non-display and analog telephone users must dial the access codes from an idle state or, if during a conversation, they must temporarily put the calling party on consultation hold by pressing the Consultation key followed by the access code. Or, in the case of an analog telephone, a hookswitch flash must be performed. |
| Non-display telephones (optiPoint 500) can have buttons on the telephones programmed for specific features; however, this can only be done via HiPath 3000/5000 Manager E. |
Model-Specific Data |
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3.1.12.2 |
UCD Call Prioritization |
| Implementing features, see also Manager E UCD Call Prioritization |
Definition |
| Within the queue, incoming internal and external calls for the UCD group are prioritized according to call type. |
| The system distributes waiting calls to the UCD group according to priority and then the length of time they have been waiting. In other words, a high-priority waiting call is answered before a low-priority call that has been waiting longer. |
| In the case of trunk circuits, the priorities are assigned according to trunk (per B channel). |
| A priority of 1 to 10 is allocated for the classification of internal calls. The system then distributes the queued calls to the UCD group according to the priority and queue time; that is, a queuing call with a high priority can be answered sooner than a call queuing for a longer time but with a lower priority. In the case of trunk circuits, the priorities are assigned according to trunk (per B channel). The system evaluates incoming calls for a UCD group by the priority established. |
| Priority levels are set in HiPath 3000/5000 Manager E. The Internal call priority is also established on the HiPath 3000/5000 Manager E Priority screen, under Priorities for internal calls. |
Model-Specific Data |
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3.1.12.3 |
UCD Subscriber States |
Definition |
| After a user (agent) logs onto the system, the current status of the UCD station where the agent logged on appears on the display. The following states are possible: |
| • | Available: UCD calls are signaled to the UCD group member (agent). |
| • | Unavailable: The UCD member (agent) has logged off from the workstation (to take a break or leave the group). |
| • | Work time: The user (agent) needs time to process a UCD call. |
| • | Autowork time: The member (agent) is automatically removed from the UCD group for a certain period after processing a call. |
| • | UCD incoming call: The member (agent) is processing a UCD call (even after transfer). |
| • | Non-UCD internal call: An internal non-UCD call is in progress. |
| • | Non-UCD external incoming call: An external non-UCD call is in progress. |
| • | Non-UCD external outgoing call: The member (agent) is engaged in an outgoing external non-UCD call. |
| • | Removed: The telephone has physically failed. |
| Members (agents) can log off when they have completed their work and are no longer available. |
| They can still be reached directly via their direct inward dialing (DID) number. |
| Members (agents) can log off when they have completed their work or are no longer available. However, they can still be reached at their DID number. |
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| After a user logs onto the system, the status of the UCD station is automatically set to Available. The display prompt confirms this status. Whenever the agent changes states, the change is displayed. However, the highest priority display (Available/Not available) appears and remains on the display. |
Model-Specific Data |
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Dependencies/Restrictions |
3.1.12.4 |
Available/Not available |
Definition |
| Members (agents) can temporarily leave a UCD group(for breaks, and so on) but still remain logged on to the UCD group. |
| The system continues to signal direct calls to this agent. |
| If necessary, the agent can send a message to any station, for instance to ask for help. |
| When an agent logs on to the group, the agent is immediately and automatically placed in the "available" state and can start processing calls. |
| The default access codes for this feature are: |
| • | Not available: #402 |
| • | Available: *402 |
| Display telephones can program feature keys Available/Not available on the optiPoint 500. Non-display telephones can have a key programmed using HiPath 3000/5000 Manager E. |
Model-Specific Data |
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Dependencies/Restrictions |
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3.1.12.5 |
Wrap Up |
| Implementing features, see also Manager E Work Time |
Definition |
| With this feature, UCD members (agents) can temporarily prevent calls from being assigned to their workstations. This allows them to leave the UCD group for short periods to complete paperwork following a call. Calls to the UCD group bypass any workstation that has this feature activated. |
| In addition, members (agents) can activate Automatic wrap-up time. In this case, the agent is automatically removed from the UCD group for a certain period after processing a call. |
| The automatic wrap up time is variable up to 100 seconds, in steps of 5 seconds (ring cycle). At the end of the automatic wrap up time, the agent is placed back in the group. |
| An agent in Wrap up state can still be called by dialing the station number. |
Model-Specific Data |
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3.1.12.6 |
Recorded Announcement/Music on Hold (MOH) with UCD |
| Implementing features, see also Manager E Recorded Announcement/Music on Hold |
Definition |
| This feature allows customers to play a greeting message (announcement before answering) to internal callers or external callers while they are being switched. Trunk-by-trunk assignment of announcement devices is possible. |
| With UCD, music and/or further announcements can be played to callers if they cannot be switched immediately. These announcements (or music) can be played in any order (up to seven) until a group member (agent) becomes available. |
| It is possible to play music on hold or announcements from a connected external announcement device using the following types of devices: |
| • | Devices that always start at the beginning of the message when activated (such as greeting messages). |
| • | Continuous playback devices (for announcements and music on hold). |
| The announcements can be assigned to each UCD group individually. |
| HiPath 3800 supports access for 16 unique announcements and one MOH source. The HiPath 3550 and HiPath 3500 supports 4 announcements and one MOH source. Each UCD group can be configured with up to 7 announcement steps. A unique announcement and the duration of the announcement can be defined for each step. The time is defined as ring cycles, that is in increments of 5 seconds. The announcement script can be configured to play a single time or continue to cycle until the call is answered; this is configured in the UCD group parameter Announcement change. |
| Analog ports can be configured as a digital announcer interface. E&M tie line ports can be used in HiPath 3800 as the interface to the digital announcer. |
| The STRB (HiPath 3550 and HiPath 3350) and STRBR (HiPath 3500 and HiPath 3300) optional boards can control the start of the external announcement device in lieu of the contacts on the TMEW2 board (HiPath 3800). |
| Announcement devices are configured with a start time and a listen duration time. Music on Hold devices are endless loop type recordings with continuous play attributes. Up to 32 parties held in queue can hear an announcement. |
| The Ann. delay time parameter is used to configure the delay before a queued call is switched to the recorded announcement device (allowed value: 0-600 seconds). Each call to an UCD Group gets an announcement. If no announcement device is configured, the internal MOH is sent to the calling party. To suppress the announcement, the delay should be configured to the maximum value, assuming that the call will be answered within this time. |
Model-Specific Data |
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Dependencies/Restrictions |
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3.1.12.7 |
Overflow |
| Implementing features, see also Manager E Overflow With UCD |
Definition |
| If a call in the queue is not answered within a specific period, the agent is switched to unavailable mode and the call is transferred to the next available UCD member (agent). The call is forwarded to an overflow destination (CFNA destination) only if all UCD agents are unavailable. Users can specify the destination and time in call management. |
| Users can also define a maximum number of waiting calls. If this maximum limit is exceeded, any new calls are forwarded to the overflow destination. |
| The overflow destination can also activate external call forwarding. |
| The overflow destination can be a voice mail system. The number forwarded to the voice mail system is the original called party's number. |
Model-Specific Data |
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3.1.12.8 |
Automatic Incoming Call Connection (AICC) with UCD |
| Implementing features, see also Manager E Automatic Incoming Call Connection (AICC) With UCD |
Definition |
| This feature allows members (agents) to answer incoming calls without performing any operator actions. To do this, the member must have a headset and an enable key on the telephone. A tone in the headset lets the UCD member know that a call has arrived, and the call is then automatically switched through. |
| Automatic incoming call connection (AICC) can be configured separately for each UCD group. This feature activates automatically if a headset is detected or configured at a station. |
| Automatic incoming call connection (AICC) can be configured separately for each UCD group and applies to the whole group. Using Manager T or HiPath 3000/5000 Manager E, stations must be individually configured for headset operation; however, if the HiPath 3000/5000 systems detect a headset adapter, the system automatically sets the headset flag in the database. AICC activates automatically if a headset is detected or configured for a telephone. The headset flag is set in the Set up station tab in HiPath 3000/5000 Manager E. |
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Model-Specific Data |
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Dependencies/Restrictions |
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3.1.12.9 |
UCD Night Service |
Definition |
| UCD groups can activate a group-specific night answer independent of system night answer. If agents have activated the night service feature for their own UCD group, all calls for this group are routed to the appropriate UCD night station. Each user can activate or deactivate group-specific night service. All users remain logged on after night service has been activated. If system night service is active simultaneously, it has priority, and call management follows it. |
Model-Specific Data |
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Dependencies/Restrictions |
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3.1.12.10 |
UCD Group Status Display |
Definition |
| Users can use a procedure or code to display the number of calls waiting in the queue on the UP0/E or IP telephone. |
| Users can program a feature button on the telephone for this feature. |
Model-Specific Data |
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3.1.12.11 |
UCD Home Agent |
| Implementing features, see also Manager E UCD Home Agent |
Definition |
| Users can integrate an off-premises extension (analog telephone) into the UCD group as a home agent. |
Model-Specific Data |
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Dependencies/Restrictions |
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3.1.12.12 |
Transfer to UCD Groups |
Definition |
| Internal and external calls can be transferred to a UCD group. If the call is not answered within a certain period, a recall is carried out. This time is fixed and cannot be changed. |
| Announcements can be played for the external transferred calls. |
| Internal calls transferred to a UCD group also hear the announcements. |
Model-Specific Data |
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Dependencies/Restrictions |
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3.1.12.13 |
Output Formats for UCD Data |
| The "Print UCD data" flag enables you to output UCD data via the V.24 interface. The Print UCD data function is used for external calls. Internal UCD calls are not logged. |
| CPSTREP is used to output status reports on the internal UCD solution in HiPath 3000. To implement CPSTREP, activate the UCD flag "Print UCD data" (Incoming calls -> UCD parameters -> UCD flags) in Manager E. Status reports are always output via the interface defined and used for outputting call data records. That means that in Manager E, the port assignment on the page Call charges -> Output format has to be set to e.g. V.24. |
| Status reports and call data records are output via the same interface. This is because CPSTREP uses the interface that is also defined for outputting call data records. |
| The following is an example of a status report for an incoming external call to a UCD group together with the accompanying call data records (the "Log incoming calls" flag is activated): |
CPSTREP*TIMESTMP=13:23:27*TRKID=004*ACDGRP=00*STATRA=80*ACDQUE=01*RECEND |
15.06.0413:23:27 5 203 384021 0 |
CPSTREP*TIMESTMP=13:23:27*TRKID=004*STATRA=82*RECEND |
CPSTREP*TIMESTMP=13:23:34*TRKID=004*ACDGRP=00*STATRA=81*ACDQUE=00*RECEND |
CPSTREP*TIMESTMP=13:23:48*SRCID=203*ACDGRP=00*STATRA=61*AGTID=101*RECEND |
15.06.0413:23:48 5 20300:0600:00:14384021 1 |
CPSTREP*TIMESTMP=13:23:58*SRCID=203*ACDGRP=00*STATRA=66*AGTID=101*RECEND |
CPSTREP*TIMESTMP=13:24:18*SRCID=203*ACDGRP=00*STATRA=49*AGTID=101*RECEND |
CPSTREP*TIMESTMP=13:24:23*SRCID=203*ACDGRP=00*STATRA=50*AGTID=101*RECEND |
Status report format |
| A status report starts with the keyword CPSTREP and ends with the keyword RECEND. It consists of one or more elements, separated by the character "*". Every element starts with a keyword, followed by "=" and a self-explanatory value or a special numerical code. An element is only output if a valid value is available. |
| A complete status report always ends with the control string CR/LF. |
| The following table contains the keywords and their meanings: |
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Additional codes for different state transitions: |
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| HiPath 3000/5000 V8, Feature Description, Issue 10 | up  |
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| Disclaimer & Copyright | ID: P31003H3580F100017618 | 2011-02-07 |