The UCS system supports both routed calls and Direct Dial-In (DDI) calls, although these operate quite differently:

Routed Calls

Routed calls are managed through the contact centre functionality, with agents responsible for handling them. During peak times, calls may be placed in a queue until an agent becomes available. An agent’s availability is determined by their current status. If a call is not answered by the assigned agent, it will be re-queued and offered to the next available agent.

Routed calls can be configured with skill requirements, ensuring that only agents with the appropriate skills handle specific calls. Additionally, priority levels can be assigned to certain calls—for example, those from VIP customers—allowing them to be placed higher in the queue.

DDI Calls

DDI (Direct Dial-In) calls are made directly to an individual user’s or agent’s extension. These calls can be forwarded to another extension or to the user’s voicemail, depending on their status, call forwarding settings, and voicemail configuration.

Outbound Calls

A third category of call is the outbound call, which may be initiated by a user, an agent, or the UCS system itself. Outbound calls made by the system are covered in detail in the Outbound Services articles. Outbound calls initiated by users or agents are always permitted, regardless of their current status.