Uniform Call Distribution (UCD)DescriptionWith Uniform Call Distribution (UCD), an extension user can call an idle extension in a preprogrammedUCD Group (Department Group - 32 Department Groups available) by dialing the group pilot number.For example, this would let a caller dial the Sales department just by knowing the Sales departmentpilot number. The caller would not have to know any of the Sales department extension numbers.Use Log Out/Log InAn extension user can log out and log in to a UCD (Department) group. By logging out, the userremoves their extension from the group. Once logged out, UCD (Department Calling) bypasses theirextension. When they log back in, UCD (Department Calling) routes to their extension normally. Allusers can dial a code to log in or log out of their UCD (Department Calling) Group. A Multiline Terminalcan optionally have a function key programmed for one-button log in and log out.Enhanced HuntingUCD (Department Calling) is enhanced with expanded hunting abilities. Hunting sets the conditionsunder which calls to a UCD (Department Group) pilot number cycles through the members of thegroup. The hunting choices are:• BusyA call to the pilot number only hunts past a busy group member to the first available extension. Acall rings on an unanswered extension until it is answered, or the caller hangs up.• Not AnsweredA call to the pilot number cycles through the idle members of a UCD (Department Calling) group.The call continues to cycle until it is answered or the calling party hangs up. However, if the nextstation in the cycle is busy when a new call comes in, the call queues to the busy agent. New callsdo not hunt past a busy agent.• Busy or Not AnsweredA call to the pilot number cycles through the idle members of a UCD (Department Calling) group.The call continues to cycle until it is answered or the calling party hangs up.If all members of the UCD (Department) group are busy, an incoming or transferred call to the grouppilot number queues for an available member. Each group has a queue that can hold any number ofwaiting calls. If a display telephone is waiting in queue, the user sees: WAITING (group name). If atransferred call in queue is an outside call, and the system has a DSP daughter board installed withthe VRS compact flash, the queued caller hears, “Please hold on. All lines are busy. Your call will beanswered when a line becomes free.”The VRS can also transfer calls to UCD (Department) groups. Refer to the Voice Response System(VRS) on page 1-798 feature for more information on setting up the VRS.The system prevents hunting to a UCD (Department) group extension if it is:• Busy on a call• In Do Not Disturb• Call Forwarded• Logged OutConditions• When a DIL rings to a UCD (Department) groups, the DIL may follow overflow programming (PRG22-01-04 and PRG 22-08-01).• If an extension has Call Forwarding set, the system does not hunt to the forwarded extension.SL1100 ISSUE 2.01-766 Uniform Call Distribution (UCD)U
