3.2. Narrativa
3.2.3. Narrativa, emociones y videojuegos
3.2.3.2. Efectos de la distancia narrativa en la respuesta emocional del lector
UCD HUNT GROUPS
NOTE: The Uniform Call Distribution Hunt Groups premium feature is required to use UCD fea- tures.
Uniform Call Distribution (UCD) hunt groups provide additional features to improve hunt group efficiency. The features added when UCD is enabled are as follows:
•
Announcement and overflow stations pick up unanswered calls when the hunt group stations are busy.•
Hunt group priority ranking will place calls to one hunt group before another at stations that are members of more than one hunt group.•
Hunt group supervisors can monitor outside calls of any member of the hunt group.Announcement and Overflow Stations
Announcement and overflow stations are individual stations that receive unanswered calls when all of the hunt group stations are unavailable. (They are not usually included in the hunt group list.) Announcement and overflow stations can be separate stations or they can be the same station. Also, each of the hunt groups can have the same announcement and overflow sta- tions or they can be assigned different stations. In a network, the announcement and overflow stations can be off-node devices.
Call rings in to Ext. 2000 Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1006 Ext. 1007 Ext. 1011 Ext. 1012 Ext. 1020 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. No Answer Advance Timer Announcement Station (once only) 18 sec. Announcement Timer Overflow Station 72 sec. Overflow Timer Overflow Station 72 sec. Overflow Timer Recall Timer 180 sec. Recall
Dest. Voice Processor,or a Hunt Group
Can be an Extension,
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Announcement Stations: When a call rings in or is transferred to a hunt group, the Announce- ment and Recall timers are started. The incoming call circulates through the hunt group until it is answered or the Announcement timer expires. When this timer expires, the unanswered call is picked up by the designated announcement station which is a playback device that answers the call and plays a message. Meanwhile, the call continues circulating through the hunt group (unless it was sent to a Voice Processor application and then transferred to a station). If it is answered by an available hunt group station while the announcement station is connected to the call, the call will leave the announcement station. Each direct ring-in call will transfer to the announcement station only once. If it remains unanswered when the Overflow timer expires, the call will be sent to the overflow station. Or, if there is no overflow station, the call will be sent to the recall destination station when the Recall timer expires.
Overflow Stations: The Overflow timer is started when the Announcement timer expires or, if there is no announcement station, when the call is received by the hunt group. If an incoming hunt group call is unanswered when the Overflow timer expires, the call is picked up by an overflow station. The overflow station is a playback device that answers the call and plays a message. Meanwhile, the call continues circulating through the hunt group (unless it was sent to a Voice Processor application and then transferred to a station). If the call is answered by an available hunt group station while the overflow station is connected to the call, the call will leave the overflow station. The Overflow timer restarts each time the unanswered call leaves the overflow station. An unanswered call will return to the overflow station each time the Overflow timer expires, until the call is answered by a hunt group station or it is sent to the recall destination station.
The following chart shows the path that an incoming hunt group call will follow for all possi- ble combinations of announcement and overflow stations:
If an announcement or overflow station has call forward enabled, hunt group calls will follow the forward, and the forwarding destination station will act as the announcement or overflow station.
ANN. STATION
OVERFLOW
STATION CALL PATH
No No Call remains in hunt group. Yes No Call goes to announcement
station only once, after Announcement timer expires. No Yes Call goes to overflow station
after each expiration of Over- flow timer.
Yes Yes Call goes to announcement station once (after Announce- ment timer expires) then goes to overflow station after each expiration of Overflow timer.
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UCD Hunt Groups
Voice Processor Applications as Announcement/Overflow Stations
When a Voice Processor application is used as an announcement or overflow station, calls to the application automatically stop circulating through the hunt group if the caller selects a valid digit translation option (such as pressing a digit to select an extension from a Call Routing Announcement menu), and the call is transferred. This allows the application to send the call to other stations without the call being “pulled back” into the hunt group when a hunt group sta- tion answers the call. However, if the caller does not dial a valid digit translation option, the call will be pulled back if a hunt group member answers.
NOTE: Standard Display, Associate Display, Axxess Basic, Eclipse Basic, Model 8500, Model 8520, and Model 8560 Phones do not send DTMF tones on intercom calls and therefore cannot stop circulating through the hunt group by dialing a digit.
A Call Routing Announcement application’s message can be programmed to include the caller’s queue position and/or estimated wait time. The queue position announcement tells the caller how many calls are ahead of his or her call. This includes calls being served and waiting calls (however, all calls being served count as one call). The estimated wait time is based on a programmed Average Connect Time Per Call multiplied by the number of calls ahead of the caller in the queue, divided by the number of available hunt group members (avg. connect time
per call× no. of waiting calls ÷ available members). See page 258 for details.
If a Voice Processor application is used as an announcement or overflow station or as the recall destination, and the system is unable to communicate with the Voice Processor, outside calls will not be sent to the announcement or overflow application. They will continue to camp on to the hunt group.
UCD Hunt Group Priority List
Some stations may be members of more than one UCD hunt group. For this reason, hunt groups are assigned a “priority level.” The priority level determines which hunt group’s calls should be received first when calls ring in or camp on to several hunt groups at once.
UCD priority levels range from 0 (low) to 75 (high). If a station is a member of multiple hunt groups that have the same priority level, calls received by those hunt groups will be q u e u e d i n t h e o r d e r t h e y w e r e received by the phone system. (Non- UCD hunt groups are treated as if they have a priority level of 0.)
PRIORITY LEVELS Calls ring in or camp on to all hunt groups PRIORITY LEVEL 1 8 0 HUNT GROUP Ext. 2000 HUNT GROUP Ext. 2001 HUNT GROUP Ext. 2002 2 1 3 ORDER CALLS ARE RECEIVED
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UCD Hunt Group Supervisors and Station Monitoring
The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a specified hunt group. It can be useful in training or in evaluating the performance of hunt group members.
NOTE: As a courtesy, hunt group members should be notified in advance that their calls may be monitored. In addition, a programmable option can be enabled that sends a tone to the sta- tion being monitored whenever the hunt group supervisor joins an ongoing call. (Note that call monitoring may be illegal in some locations. It is up to the end user to ensure that use of this feature is in compliance with local laws.)
In Database Programming, each hunt group can have one or more stations assigned as the hunt group supervisor(s). The supervisor must reside on the same node as the hunt group members. (An extension list can be assigned as the supervisor to provide multiple supervisors.) The supervisor is usually not a member of the hunt group. If the supervisor is a member of the hunt group, the Hunt Group Remove/Replace feature can be used at any time without affecting the Station Monitor ability. If desired, one station can be assigned as the supervisor for more than one hunt group.
To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code (321) and dials an extension number. The supervisor is then connected to the call and can hear both parties, but cannot be heard by either one. If the monitored call is terminated, transferred, or placed on hold by the hunt group member, the monitor function is terminated.
In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter- com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom calls. Conference calls and calls that do not involve hunt group members cannot be monitored. If the supervisor attempts to monitor a station that is not on an active call that allows monitor- ing, the system sends reorder tones, and the supervisor must enter the feature code again to try another number. If the supervisor attempts to monitor a station that is not in the hunt group or an idle station in the hunt group, the system sends reorder tones and cancels the Station Call Monitor feature.
Station monitoring requires conferencing circuits. If resources are not available when a super- visor attempts to monitor a station, the supervisor’s display will show NO CNF CIRCUITS AVAILABLE, and the monitor will not be allowed. Multiple supervisors can monitor the same station, providing that a conference circuit is available for each supervisor.
The supervisor station cannot use the Agent Help feature while monitoring a call.
TO MONITOR A HUNT GROUP CALL (DESIGNATED SUPERVISOR ONLY):
1. To use the speakerphone: While on hook, enter the Station Call Monitoring feature
code (321). You hear a confirmation tone and the Speaker button lights. The display shows ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Station Call Monitoring feature code (321). You hear a confirmation tone. The display shows ENTER EXT TO MONI- TOR.
2. Dial the extension number (or press the lit station speed-dial or DSS/BLF button) of the station to be monitored. You are automatically connected to the call and the display shows MONITORING (username).
3. To monitor another hunt group member's call: Enter the Station Call Monitoring
feature code (321), and dial the extension number (or press the speed-dial button). To terminate the monitor feature: If off hook, hang up. If on hook, press the Speaker button.
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