Uniform Call Distribution (UCD)

Service Description

A Uniform Call Distribution (UCD) system provides equitable distribution of incoming calls to the next available agent's line. A UCD provides call queuing with queue announcements and music on hold if requested. UCD provides historical call statistics that are coordinated in advance with the local Telco provider, at&t. UCD more equitably distributes and manages calls as opposed to a simple line hunt, or rollover, which simply hunts from the first line to the last for availability.

Hours of Availability

In-service and emergency support: 24 hours a day – 7 days a week (subject to periodic scheduled downtime for system maintenance and repair) New service provisioning: Monday through Friday – Normal University working hours (excluding observed holidays)

Customer

All UNC-CH faculty and staff

Customer Responsibilities

Customer must submit a service requisition with an approved funding source.

How Do We Charge

UCD service is charged at current vendor cost, plus 10% overhead.

How To Request More Information On Or Request The Service

Contact 962-HELP or submit an on-line service requisition request athttps://itsapps.unc.edu/telreq/