Interaction with Other Features | CIX

Call Forward, System Call Forward

UCD calls do not forward per the station’s call forward assignments. Calls routed directly to the agent’s station, not through the UCD pilot, will forward when System Call Forward is set.

Do Not Disturb

If DND is activated while the call is ringing the agent, the ringing tone is stopped. However, queuing or overflow is not executed. On the other hand, if DND is activated on the overflow destination, the call does not overflow.

Dialed Number Identification Service

If the overflow destination is voice mail and the overflowed call is a DNIS call and associated with VM-ID, VM-ID sent to Voice Mail follows DNIS specifications.

Station Hunting

The overflow destination can be a station hunting pilot or member. The system selects an idle station from the Station Hunting group and terminates a call. If no idle station is found in the station hunting group, the system camps on the call according to the station hunting specifications.

Offhook Call Announce (OCA), Handset Offhook Call Announce

Even if automatic OCA is set at the originator terminal and the overflow destination is set to allow OCA, the overflowed call does not use OCA.

Private Networking

The overflow destination can be a station in another node. However, if the overflow destination is an UCD pilot in another node and all agents are in logout, DND or Make Busy state, the call does not overflow and stays in the queue.

Multiple Calling

If a UCD pilot is a member of a Multiple Calling Group (MCG), the call does not terminate at the UCD agent. If all members are UCD pilots in a MCG, the caller hears ROT.

Door Phone

If a door phone call comes to UCD, it terminates to an UCD agent according to the hunting rule even if the agent is not logged in.

Class of Service

Call is queued to UCD, even if caller’s Class of Service does not allow the camp on. Lost Call Treatment

If a Lost call comes to UCD, it terminates to an UCD agent according to the hunting rule even if the agent is not logged in.

Intercept

If UCD is assigned as the intercept position, the call terminates to UCD agent according to the hunting rule even if the agent is not logged in.

Phantom DN

If the phantom DN is assigned to the UCD group, Login/Logout and DND are controlled by the owner of the phantom DN. When the owner logs in, the call can be terminated at phantom DN. If this DN appears on multiple phones, it will ring all phones. However, if no owner is assigned to the phantom DN, the call cannot be terminated at the phantom DN.

Music on Hold

If a UCD call is camped on to the overflow destination, the caller hears MOH programmed for the overflow destination. When a UCD call is in the UCD queue, the caller hears MOH programmed for the UCD group.