Capacity; How Ucd Operates - Toshiba Strata CIX Programming Manual

Capacity

•
Total waiting calls in the system – The number of calls waiting in the queue times the number
of agents in the system must be less than 128. For example, there are two UCD groups and group
#1 has 10 agents and group #2 has 15 agents. Group #1 can have only 3 calls queued (10x3 =
30) when group #2 already has 6 calls in the queue (15x6 = 90). A total of 120.
•
UCD groups in the system:
CIX100 – 90
CIX200 – 200
CIX670 (small) – 200
CIX670 – 640
•
Number of agents:
CIX100 – 72
CIX200 – 160
CIX670 (small) – 160
CIX670 – 560

How UCD Operates

1. Calls routed directly to UCD pilot, are distributed to an available agent. If no agents are
available, the caller hears RBT, and after the UCD Response Timer expires, the caller hears
MOH.
2. If the overflow destination is busy when the call overflows, it is camped onto the overflow
destination.
3. Ring transfer timer is not applied to a UCD call. Therefore, after the voice mail transfers the
call to a UCD group, ring transfer recall is not executed when the call is queued.
4. Once the call is delivered to the agent, it is not redistributed to another agent or forwarded to
the call forward destination.
5. If the agent logs out while the call is ringing, the call continues to ring the agent.
6. When the last agent logs out while on a call, the already queued calls stay in the queue and do
not overflow.
7. The second destination of System Call Forward can not be used as the overflow destination.
Strata CTX Application Implementation Vol 3 10/07
Uniform Call Distribution
Capacity
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