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DS Hunt Groups and UCD

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71 views2 pages

DS Hunt Groups and UCD

Uploaded by

bnarendrababu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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AS

Hunt Groups & UCD


Powerful Groups Services To Better Manage
Incoming Call Traffic

Most organizations use some form of shared call answering to manage high volumes of incoming calls
or peak calling periods. Ribbon Communications’ Application Server provides multiple options to improve
a caller’s experience and control how calls are queued and presented to available staff. The Ribbon
Application Server makes it easy to deploy an array of Hunting and UCD services as well as integrate 3rd
party contact center services to make staff more productive and give managers better control over the
customer experience.

3 Levels of Call Handling: • Pilot Number Hunting is also available. In these cases,
The Ribbon Application Server provides traditional hunting callers dial a dedicated telephone number (pilot number).
capabilities that allow users to be assigned into groups and Members ‘log- in’ to the hunt group to receive calls
search for an idle line before being re-routed elsewhere in the directed to the pilot number.
company. More advanced UCD (Uniform Call Distribution) fea-
tures provides basic queuing functions and allows authorized Two types of groups can be configured; Multi-line Hunting
users to log in and out to accept calls destined for the group searches for an idle member always beginning at the same
pilot number. For advanced call center services, Ribbon offers member, and Distributed Line Hunting searches begin in a round
contact centers from trusted partners as well as field proven robin fashion, providing a more even distribution of calls among
standards-based interfaces to leading contact center providers. hunt group members. Pilot Number Hunting is often used for
Ribbon has long standing partnerships to provide robust omni- receptionist coverage of an organization’s main phone number.
channel contact centers with skill-based routing, real time agent
monitoring and historical reports. Users can be assigned as members of multiple hunt groups and
be active in multiple groups at any time. In addition, one or more
Level 1– Hunting and Hunt Groups members of the hunt group can be assigned as Supervisors.
The Ribbon Application Server Directory Number Hunt Groups
offer sequential or circular hunting such that an incoming call Supervisors can add members to the hunt group via their Per-
will search through the group members to find an idle member. sonal Agent Web Portal, if enabled. Supervisors have the ability
to log users in and out of hunt groups; set a ‘stop hunt’ marker
• Sequential Hunting starts at the group’s primary against a specific member, causing calls to immediately over-
number then searches in a pre-defined order for flow to a coverage point when no members are available.
available members of the group (sometimes referred
to as descending). Level 2 – Uniform Call Distribution (UCD)
AMS Shared Media VNF UCD services provide an ideal solution for companies that regu-
• Circular Hunting (sometimes called round robin) larly experience high incoming call volumes or struggle with
starts searching for an available member of the group peak calling periods. UCD allows any line in the enterprise to be
based on the last group member to answer a call; the next assigned as a UCD ‘Agent’. Agents can log in and out of their as-
available member in the list will be presented the new call. signed queue, taking calls dialed either to the UCD Pilot number
In both cases, if no idle member is found,the call is redirected or to their own personal telephone number. If no agents in the
to another line, announcement or voicemail. UCD queue are idle, calls are queued, offered announcements
and music-on-hold until an agent becomes available.

Data Sheet
Application Server Hunt Groups & UCD

Incoming calls are presented to the agent who has been logged
in and idle the longest. When calls are queued, the longest wait-
ing call will be presented to the longest idle agent available in
the queue. Users can be assigned to more than one UCD Group
and answer incoming calls for more than one Pilot number at
any time.

One or more members of the group can be assigned as Super-


visors. Via the Personal Agent Web Portal, supervisors have the
ability to

• Open and close queues


• Force agents into answer or ‘ready’ mode
• Add/remove agents in the queue
UCD Supervisor
• Dynamically define where calls are routed if no one
answers or the queue is closed
• Set the maximum number of calls allowed to queue
Whether you choose a Ribbon partner or retain an existing
• Set how long calls will ring before given an announcement
contact center provider, the Ribbon Application Server of-
• Set how frequently callers hear announcements while
fers integration to enable sophisticated multi-media queuing
in queue
algorithms including skills-based routing. Customer interactions
can be proactively monitored and managed by contact center
supervisors. Robust reporting packages expose key metrics and
Level 3 – Integration with 3rd Party Contact
long term trends that can be leveraged to improve the customer
Center Solutions
experience as well as call and screen reporting to assure maxi-
For users requiring more sophisticated Contact Center require-
mum producmummum productivity.
ments, Ribbon has longstanding partnerships with best-of-
breed contact center providers. Additionally, the Ribbon Applica-
tion Server provides SIP interfaces and open APIs that have
been field proven to integrate with the industry’s leading contact
center providers.

www.ribboncommunications.com
© 2017 Ribbon Communications Inc. All rights reserved, v1217. The content in this document is for informational purposes only and is subject to change by Ribbon Communications
without notice. While reasonable efforts have been made in the preparation of this publication to assure its accuracy, Ribbon Communications assumes no liability resulting from
technical or editorial errors or omissions, or for any damages resulting from the use ofthis information. Unless specifically included in a written agreement with Ribbon Communications,
Ribbon Communications has no obligation to develop or deliver any future release or upgrade, or any feature, enhancement, or function.

Ribbon Communications is a registered trademark of Ribbon Communications, Inc. All other trademarks, service marks, registered trademarks, or registered service marks may be
the property of their respective owners.

2 Data Sheet

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