Uniform Call Distribution - Toshiba IP5000 Series User Manual

IPedge
Feature Operations
Uniform Call
Distribution
62
Uniform Call Distribution (UCD) provides a simplified ACD service based on
the Distributed Hunt feature. Incoming calls are answered by the voice mail
Auto Attendant function or they can be directly routed to the UCD (Distributed
Hunt) Pilot number. 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 group pilot.
5. The call is delivered to an idle agent who is logged-in to this group.
6. If no agent is available in the hunt group, the call is queued to the UCD
pilot.
• The caller may hear the MOH source assigned to this group or
Ring Back Tone (RBT) depending on the configuration.
• The call will be delivered to the first agent that becomes igle.
• If the call cannot be answered within the preconfigured time, the
call is routed to an overflow destination.
• If no overflow destination is programmed the call will remain in
queue.
TOSHIBA
IPedge UG 01/13