Login/Logout; Initial Greeting; Queuing; Overflow - Toshiba Strata CIX Programming Manual

Uniform Call Distribution

Login/Logout

Login/Logout
Login/Logout is controlled by the Login key assigned to the agent phone (see Strata CIX
Programming Manual Vol. 1 for details).
The Login/Logout feature is applied to the call which terminates to UCD pilot only. Therefore, the
call can directly terminate to agent Prime or Phantom PDN even if the agent is in Logout state. Also,
Login/Logout can be activated by an access code. The default numbering plan is shown below
(Prog. 102).
where DN = the Directory number of the agent station.

Initial Greeting

Calls can be directly routed to the UCD pilot via DID number or DIT ringing assignments. In this
case, the caller hears the ring back tone and MOH while waiting.
If an initial greeting is necessary, it is recommended to use the Auto Attendant feature of the voice
mail system. It can be configured to prompt callers to enter the destination UCD pilot or to route all
calls to a pre-programmed destination (see Strata CIX Programming Manual Vol. 2 for details).

Queuing

If no agents are available (e.g., all agents are in the busy state), a call is queued to the UCD pilot. It
will be delivered to the agent when the agent becomes available. While it is queued, the caller hears
MOH which is assigned to the UCD pilot (see Program 209 in the Strata CIX Programming Manual
Vol. 1).

Overflow

In the following case, calls are routed to the overflow destination configured by the DH Pilot
System Call Forward NA destination and UCD Pilot Overflow Timer.
1. If UCD Pilot Overflow timer is expired while the call is queued to UCD pilot, the call is
forwarded to the Call forward destination which is assigned to the Pilot DN in System Call
Forward-No Answer.
2. If all agents in the group are in a logout, DND or Make Busy state, the call is forwarded to a
Call forward destination that is assigned to the Pilot DN in System Call Forward-DND. Also, if
overflow destination is not assigned or is invalid, a call stays in the queue.
4-2
Login key LED
On steady
Off
Access Code
#6061
#6062
#6161 + DN + #
#6162 + DN + #
Login State on Agent
Login
Logout
Feature
Login - from Agent Station
Logout - from Agent Station
Login - Agent Station (DN) from another
station
Logout — Agent Station (DN) from another
station
Strata CTX Application Implementation Vol 3 10/07