The Hytel digital telephone system uses the Uniform Call Distribution feature (UCD) to distribute calls to a group of members. A group can consist of a single member and up to a maximum of 24 members. Each member can be a member of more than one UCD group and they can appear more than once in the same UCD group. Members of a UCD group must all belong to the same tenant group.

Five different types of UCD groups can be configured:

• UCD groups consists of extensions functioning as agents
• Integrated Voicemail groups and Basic Voicemail groups consist of ports marked as voicemail types.
• Voice Announcer groups consist of ports marked as voice announcer port types
• Data groups consist of members who have data keysets (not available in Australia).

Incoming calls ring the UCD members in one of three ways:

• All-ring programming causes all member extensions to ring simultaneously on an incoming call. If all agents are busy, the call will camp-on and agents receive audible and visual indication of the waiting call(s). If more than one call is received at the same time, the first agent to go off-hook will be connected to the longest-ringing call.

• Incoming calls to a linear-ring programmed UCD will always initially ring at the first member's extension telephone. If that member is busy or does not answer, the call will progressively ring (in order) at each member's extension telephone. If the caller reaches the end of the member list, the call begins to ring again at the first member. If all agents are busy, the call will camp-on and agents receive audible and visual indication of the waiting call(s).
  
• If the UCD group has been programmed for distributed-ring, incoming calls circulate in a similar manner as for a linear-ring group except that the starting point for each call changes depending on which agent answered the last call. When an agent answers a call, the next incoming call begins to circulate from the next member in the list. If all agents are busy, the call will camp-on and agents receive audible and visual indication of the waiting call(s).

Re-route and/or Overflow Destinations can be programmed for unanswered exchange line calls that are sent to a UCD hunt-group. Intercom calls do not go to Overflow or Re-route destinations and Overflow and Re-route destinations are not incorporated in voicemail, voice-announcer or data hunt-groups. The Overflow and Re-route destinations can be extensions or another UCD.

Extensions belonging to a UCD group are agents of that group and have additional functions that do not apply to non-UCD extensions.

A programmed "agent wrap time" gives agents a pause between consecutive calls. After completing a UCD call, the agent will not receive another incoming call until the programmed time expires.

Individual agents have the ability to log-on and log-off from UCD groups. Logging off will remove the extension from all UCD groups of which they are a member. The system requires that at least one member is logged on at all times. If the last remaining member attempts to log-off they will receive the error warning tone.

UCD calls ignore any "do not disturb" and "call forwarding" instructions that may have been set by an extension.

If a supervisor has been allocated to a UCD group, agents of that group can use the "agent help" feature to request assistance from the supervisor. The supervisor's response is displayed on your LCD.