TRUNK GROUPS
Outside lines can be grouped for easy access by dialing a code or pressing a
button. There are 11 trunk groups available for iDCS 100 system.
UNIFORM CALL DISTRIBUTION (UCD)
UCD is used whenever the user expects to have more ringing calls than people to
answer them. It prevents callers from receiving busy signals or lengthy delays be-
fore answering. Callers reaching a busy station group are held in queue for an
available 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 unattended station, thus preventing unanswered calls. A
wrap-up timer prevents calls to a station for a programmable period of time to
allow the agent to finish up work associated with the call.
NOTE: Requires optional hardware. 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 announcement 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 answered and the average call length of 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 from the group to handle the workload.
PRINTED REPORTS
Agent supervisors may run printed reports to a customer-provided printer, show-
ing the data available on the supervisor displays.
UNIVERSAL ANSWER
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.
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