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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 BUSY/MANUAL WRAP UP KEY
This allows a button to be programmed in the flexible field of the keyset that when
depressed will remove the keyset from active status within the group. When de-
pressed again it will place the keyset back into active status for receiving calls.
This provides a method for agents to extend their wrap-up time manually when
necessary. This also allows agents to perform other duties such as receiving or
making telephone calls without having to log out of the group or being automati-
cally logged out if away from the phone for a short time.
AGENT PIN NUMBERS
This feature is to allow multiple UCD agents to use the same keyset at different
times. This requires that each user be issued an “Agent ID” or PIN number and that
each time a user logs into a station the system will request an ID code which will be
verified against the master list.
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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