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Jane Patterson

Tel: (225) 342-7701
Fax: (225) 342-6867
Email: otm@la.gov

Mailing Address:
P.O. Box 94280
Baton Rouge, Louisiana 70804

Physical Address:
Claiborne Bldg, Suite 2-213
1201 North Third Street
Baton Rouge, LA 70802-5243

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OTM Catalog of Services
Uniform Call Distribution

UCD (Uniform Call Distribution) is a line of service available for use with Standard Dial Tone (Centrex service) to distribute incoming calls to two or more agents. UCD service is generally used where there is a group of agents regularly receiving a large quantity of incoming calls which anyone in the group can handle. The UCD system automatically delivers each incoming call to the next available agent's line through rotation of lines rather than always starting at the first number (line) in a group of lines. An agency must have at least two lines in a group in order to have UCD service. One UCD system is required for each UCD group.

There are a number of options and capabilities available with UCD. These include the ability to turn off individual stations when not in use, queue some number of incoming callers until an agent is ready, receive some indication of how long queued callers have been waiting, and provide limited announcement service to incoming callers. Depending on the location of the service, different equipment may optionally be available for turning off stations and displaying queue status. Further, some options may require additional circuits, including announcement, make busy and queue status options.

Billing Rates
Any required circuit(s) is billed separately. Queues and announcements are billable on a per item basis. The cost of the required Centrex service line is included in the UCD Agent Line rate. Selected optional special equipment must be purchased separately.

Circuits are billed at pass through rates. Installation charges for UCD Agent Lines are billed according to Standard Dial Tone Connects/Move rates. Other installation and option charges are listed below under Billing Rates. For equipment options, prices, and associated installation prices, contact OTM.

UCD Service
Monthly Rate
Installation
Agent Line
$57.50
Queue Slot
2.75
Announcement
28.00
UCD System (Group)
$200.00
Make Busy Per Group
20.00
Make Busy Per Line
5.00
Queue Status Per Group
30.00
Queue Slot (Post Cut*)
5.00
Announcement
30.00

*There is an installation charge for each queue slot added after the system is initially installed. There is no charge for initial queue slot installation.

A Support Service fee of 0.5% shall be applied to the monthly cost of this service.

How To Order
For specific availability and recommendations, the TC should contact the Voice Projects Manager.

Forms--no forms are used for this service

Contacts 
Section Voice Projects
Phone 225-342-1419
FAX 225-342-6867
E-mail donna.roman@la.gov
U.S. Mail

OTM Voice Projects Section
PO Box 94280
Baton Rouge, LA 70804-9280


07/13/2011