Uniform Call Distribution; Login/Logout - Toshiba STRATA CIX User Manual

Advanced Operation

Uniform Call Distribution

Uniform Call Distribution
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.
2. CIX receives a call from PSTN or extension.
3. The call is routed to voice mail which provides the initial greeting using the auto
attendant service.
4. The voice mail can be configured to prompt callers to enter the destination number
or to route the call to the pre-determined destination.
5. The voice mail transfers the call to the UCD pilot group.
6. 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/Logout

Login and Logout is controlled by the Login key assigned to the agent phone (see
Strata CIX Programming Manual for details). 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 directly even if the
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Strata CIX and CTX IPT/DKT Telephone 12/05