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Tone or Pulse Dialling
Outside lines can be programmed for either tone or pulse dialling to meet local telephone
company requirements.
Traffic Reporting
The system can store peg counts for various types of calls. These peg counts can be printed
on-demand, daily, hourly, or for up to three separate programmable shifts. The report
includes statistics for each trunk, trunk group, station, station groups and page
announcements.
Transfer
System operation permits station users to transfer calls to other stations in the system.
Transfers can be screened, unscreened or camped-on to a busy station.
Trunk Groups
Outside lines can be grouped for easy access by dialling a code or pressing a key. The
maximum number of trunk groups is 30.
Uniform Call Distribution (UCD)
UCD is used whenever an organisation expects to have more ringing calls than people
(“agents”) to answer them. It prevents callers from receiving busy signals or lengthy delays
before being answered. 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 to allow the agent to finish up work associated with a
previous 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 for the current day.