sundance-communications.com/forum Forums TDM Business Telephone Systems Samsung Telephones & Systems Officeserv 7400 and UCD

Hi, we had a 7400 installed a few months back and ever since installation my sales team have complained that incoming call distribution isnt working the way it used to. They claim that calls were distributed among agents on the basis of the agent who has been idle the longest would get the next incoming call. I've only been working here a few months myself so I cant confirm/deny.

But I did a bit of research and what my agents want is what I believe to be a feature called UCD - Uniform Call Distribution.

The problem I have is that the company who support my OfficeServe say what we want cant be done. But all the Samsung docs I've read say the system does support UCD and should be configurable as I mention above. I am clueless when it comes to telephony tech and cant navigate around the system software. And even though I'm pushing the support company to tell me definitively one way or the other if UCD is supported on the 7400 I'm seeking a 2nd or 3rd opinion.

Any Officeserv 7400 experts care to put me out of my misery?!

Absolutely the OS7400 supports UCD, in all versions of software.

You will require a vm card to do the comfort messages but otherwise nothing else is required.

Cheers fella. Am I correct in my interpretation of UCD? Incoming calls are routed to the agent in a group who has been idle the longest? This is the key point for me because I've been told 3 times now by our current support provider that our OS7400 cannot do this. They even quoted this:

"The reference to UCD only refers to the ability to log-in/out of call groups and queue calls if all agents are busy with queuing messages." - which is completely missing the point!

I really want to be able to tell them they havent got a clue what they're doing and I'm paying them for this privilege.....!

The whole idea of UCD is to distribute calls evenly amongst available agents (ie logged in, non-idle, non-wrap up agents).
As well as the queuing, you can log in/out of any station group, not just UCD groups.

You can also get stats from a supervisor key such as total number of calls each agent has taken, and total calls for the day

UCD is standard with any OfficeServ system, feel free to PM me if I can be of any assistance.

I don't think the question is whether the 7400 can do UCD, but the way that it implements it. My understanding is that the three ring modes give you:

- sequential - it starts with the first member of the group each time until it finds a free station

- distributed - the first call goes to the first member, the second to the second member (assuming they are free of course) etc

- unconditional - it will ring all free stations at once.

But there doesn't seem to be an option to direct the call to the station that has been idle for the longest.

The old system was most likely a ACD not UCD ACD will do statistical distribution in a lot of older systems