Uniform Call Distribution; Login/Logout - Toshiba IP EDGE User Manual

Uniform Call
Distribution

Login/Logout

IPedge UG 11/11
The calling party has control over whether Tone First or Voice First
Note:
Signaling is being used. The ability to switch between the two is setup
by the System Administrator.
To change the signalling method while placing the call
1. Enter the extension number
2. Press 1 to turn on Tone First Signaling.
3. Press 2 to turn on Voice First Signaling.
Uniform Call Distribution (UCD) provides ACD-like service based on the
simplified Distributed Hunt feature. Incoming calls are answered by Voice Mail
as the Auto Attendant function or they can be directly routed to the UCD
(Distributed Hunt) Pilot number. The caller will dial the UCD Pilot station in
response to a prompt. The call will go to the next agent or, if all agents are
busy, the call will camp-on to the Distributed Hunt pilot and ring-back tone or
Music-on-Hold (MOH) will be sent.
This feature distributes incoming calls to available agents. Agents must be
logged into the group to receive UCD calls. The following illustration shows
the typical call flow for this service.
1. Agent logs into the UCD group.
The call is received from PSTN or extension.
2. The call is routed to voice mail which provides the initial greeting using the
auto attendant service.
3. The voice mail can be configured to prompt callers to enter the
destination number or to route the call to the pre-determined destination.
4. The voice mail transfers the call to the UCD pilot group.
5. According to the hunting rule (distribute), the call is delivered to an idle
agent who logs in to this hunting group.
If no agent is available in the hunting group, the call is queued to the UCD
pilot group. The caller may hear the Music on Hold (MOH) or Ring Back Tone
(RBT) depending on the configuration. If the call cannot be answered within
the preconfigured time, the call is routed to an overflow destination.
Login and Logout is controlled by the Login key assigned to the agent phone.
The Log status is displayed on the Login key as shown below
Login - Key is On Steady
•
Logout - Key is Off
•
The Login/Logout feature is applied to the call which terminates to UCD pilot
only. Therefore, the call can terminate to agent Prime or Phantom PDN
TOSHIBA
IPedge
Feature Operations
61