Samsung iDCS 500 Programming Manual

Also see for iDCS 500: User guide User guide User guide Administration guide User instruction

Contents

iDCS 500 PROGRAMMINGTECHNICAL MANUAL PART 2 JULY 2003MMC: 601• TYPE 1 UCDThe group OVERFLOW/N-ANS destination (see below) is defined as anSLT port to which you must connect some type of announcement deviceto play to callers while they are on hold.Please note that this type of UCD group has the following limitations.a) The announcement device must be able to terminate theannouncement with a hook flash and a transfer back to the UCDgroup.b) Only one caller at a time can hear the announcement.c) Each caller connected to the announcement must hear theannouncement in its entirety.d) It is possible that a new caller may “jump ahead” in the queue if aprevious caller is currently connected to the announcement device.• TYPE 2 UCDThe group OVERFLOW/N-ANS destination (see below) is defined as anAA port or group. This will only work if an AA card has been installed inthe system.The digital announcer in the AA card will supply two recordedannouncements to callers in queue. The first announcement is playedonly once, the second announcement will repeat for as long as the calleris in queue.This type of UCD group has the following advantages:a) No external device need be installed to provide an announcement.b) Multiple callers can hear the announcement(s) simultaneously.c) Callers hearing the announcement will be transferred to a free UCDgroup member (agent) as soon as the agent becomes available.d) The callers place in queue is always maintained.Additional programming for this type of UCD group is in MMC 607. Thereis a maximum of 10 UCD groups available on a iDCS 500-M system and20 for a iDCS 500-L system due to availability of system resources.B. RING MODE: Each group can have one of the following ring modes. This willdecide how calls are placed to the group.1. SEQUENTIAL: The stations listed as “members” (see below) will be calledon a first available basis. Calls will first go to the first member, if the firstmember is busy, calls will go to the second member, if the second member