queued call

While  a caller waits for a UCD group  member  to answer (in queue),  several  queued call operations are possible.   These  include the  following. •   No Answer – Member  advancement.  Each UCD  group has a No  Answer  Timer.   You can set this timer to  advance the call from one UCD group member to the next when the ringing  member does not answer  the call  within the  time allotted. •   Overflow  1 Destination programming.  Each  UCD  group has  an overflow 1 timer and destination.   You can set this timer  to determine how long calls  will  remain in queue,  before being routed  to the  overflow 1 destination.  The destination can  be an extension  responsible for handling  calls that  remain in  queue too long, or a voice  announcement device.  You  can use recorded announcement devices  to  play recorded messages  to callers  waiting in queue, for example, “All agents are still  busy  - please continue to hold.”   The system  plays the overflow  1  destination only once.   For high  traffic  scenarios,  you can  use  a  recorded voice announcement UCD group to play the  same  message to multiple callers. •   Overflow  2 Destination programming.  Each  UCD  group has  an overflow 2 timer and destination.   You can set this timer  to determine how long calls  will  remain  in queue, following  the overflow 1 timer, before being routed  to the overflow  2  destination (overflow 1  timer + overflow  1 destination recorded message time + overflow 2  timer.)   The destination can be  an  extension responsible for handling calls that remain in queue too long or a voice announcement device.   You can use  recorded announcement devices to  play  recorded  messages to  callers waiting in queue, for example, “Please continue  to hold to  reserve  your place in  queue.”   For high  traffic scenarios, you can use a recorded voice  announcement UCD  group to play  the same message to multiple callers. •   Overflow Count  programming.  Each UCD group has an overflow  count that is  associated with the  overflow 2 timer.   You can set  this timer to  allow a specific number  of times  that the  system may repeat the  overflow  2 timer.  For each cycle  of  the overflow 2 timer, the  system plays the overflow 2 destination  recording.   If a call  remains in queue so  long that the overflow count counter expires,  the system routes  this  call to the programmed  reroute  destination. •   Reroute Destination programming.   Each  UCD  Group has a reroute  destination.   You can program this  with an  extension number the system uses  to remove  the call from UCD  group queue.   The system  then routes the  call for immediate handling. Other features whose  programming may affect  UCD programming  includes the following. •   CO Line Ring  Assignment •   UCD Reroute  Destination •   UCD Voice Announce Group •   UCD Agent Log On/Log  Off •   Voice Mail -  Digital Integration •   Recorded  Announcement Devices (RADs)