# Uniform Call Distribution - Call Progression

During peak periods when all agents are busy, callers are placed in a queue to wait for the first available agent. While a caller is waiting, Uniform Call Distribution (UCD) RADs provide recorded announcements and music at predetermined intervals. The first recording typically advises the caller that all agents are busy, and that an agent will answer as soon as one becomes available. If an agent is still unavailable after a programmed length of time has elapsed, an additional recording informs the caller on the progress of the call or advises of information that will be required when the agent answers.

### A Typical UCD Call

The handling of a typical UCD call arriving at the system on an incoming trunk is described below. Included is a description of what the caller hears at each stage of the call. UCD Call Progression shows the system action in determining what the caller hears while in the queue.

1. When a call arrives at a hunt group the caller hears ring-back until the call is answered or the system gives the first RAD message.

2. If the caller hears ring-back for more than six seconds (waiting time is programmable) the call will be answered by a 10 second first RAD message. The RAD message is usually in the form of "Thank-you for Calling. All our agents are busy. Your call will be answered as soon as an agent becomes available". At the conclusion of the first RAD message, the caller is placed on hold. While on hold the caller hears music for 45 seconds.

   NOTE: If a call from a remote switch is answered by a RAD before being queued to an ACD path, the caller will not hear music unless there is a Music on Hold source at the local switch.

3. If after 45 seconds of music on hold the call is still unanswered, the caller is given the 2nd 10 second RAD message. The second message may be, "All are agents are busy, please hold the line to maintain your calling priority". After the second RAD message, the caller is returned to music on hold for an additional 45 seconds.

4. If the call still remains unanswered, the 2nd 10 second RAD message is repeated until the timer expires (expiring time is programmable).

5. If the queued call expires then the call overflows to the first overflow group defined by system programming. Overflow times are programmed individually for each voice group. UCD can add up to two levels of overflow voice groups.