Uniform Call Distribution (UCD)

Uniform Call Distribution (UCD) service is generally used where there are a group of agents regularly receiving a large quantity of incoming calls  which anyone in the group can handle.  UCDs provide the ability to assign “agents” to a particular phone number that are responsible for logging in on their phone sets to answer incoming calls to the designated UCD line. When an agent is logged into the UCD group, any calls coming into the assigned UCD line would ring to their phone sets. If all agents are busy or there are no agents logged in, the incoming caller receives a pre-designated call treatment (i.e. enter a queue until the next agent is available, be sent to a voice mail, or hear pre-recorded message).  This is most applicable for phone numbers that have very high volume calls  with multiple personnel responsible for answering those calls. There are additional monthly charges associated with this feature and service class is required to be Business for all UCD agents. Please see Costs section below for additional information on those charges.

Virtual Lines

Virtual lines do not appear on a set and may be used for routing or forwarding only. 

Physical (drypair) Circuits

These are point to point circuits that are not tied to a phone line.  Common uses are for Clock & Bell, Panic Buttons, Alarms,  Radios, Sprinklers, connecting equipment from one building to another, etc.

Carrier Circuits

Non-UT circuits that are extended on campus for departmental use, including phone lines, emergency back up lines, ISDN, T1s, etc.