# Uniform Call Distribution - Positions

### Agents

The individuals who handle Uniform Call Distribution (UCD) calls are agents who are trained to deal with the problems or requests of callers. The UCD feature terminates calls at agent positions. Agents are monitored by supervisors who reassign agents to handle overload conditions and deal with unusual situations.

The Mitel telephones used by agents are equipped with special feature keys to display the current status of the agent's group and to temporarily block calls from ringing the set. The system routes calls to an agent only after the agent logs into the system. Once the agent logs in, the system recognizes the agent as being a member of a specific agent skill group and commences routing calls to the agent.

### Voice Groups

A voice group consists of one or more agent that handle incoming UCD traffic. Each voice group must contain at least one agent and cannot have more than 64. Supervision requirements are determined by the operating company and by the size of the group.

Voice groups are created through programming using the System Administration Tool. Agents are added by entering a 1 to 5 digit ID number and an optional name for each agent. See Programming for details about creating hunt groups (agent) and information about the fields on the Hunt Groups form.

### Supervisor

The Supervisor is responsible for the supervision of one or more agent skill groups. This position is not considered a separate entity by the system.