Toshiba CIX-UG-STDTELVB manual Uniform Call Distribution UCD

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Advanced Operation

Uniform Call Distribution (UCD)

Uniform Call Distribution (UCD)

Note This feature requires CIX R4.0 software and above.

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.

Strata CIX Standard Telephone 02/06

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Contents Standard Telephone User Guide Publication Information Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Contents Emergency Ringdown Index Contents Organization IntroductionRelated Documents/Media ConventionsRinging Patterns BasicsOff-hook Preference FlashFlashing Outside Lines To flash an outside lineAnswering a Call Making a CallMessage Waiting Responding to a Message Waiting IndicationTurning On/Off Message Waiting LED on Another Extension Call TransferTo transfer a call directly to Voice Mail VM To conference calls Conference CallsTo transfer conference control Adding Voice Mail to a Conference Connecting Two Outside LinesAccount Code Calls Advanced OperationVerified/Non-Verified Account Codes Forced Account Codes To dial using Forced Account CodesVoluntary Account Codes Verified/Non-Verified To enter a Voluntary Account CodeAutomatic Busy Redial To cancel Automatic Busy RedialAutomatic Callback To activate Automatic Busy RedialCall Forward To cancel ACBSystem StationCall Forward Categories Call Forward SettingsTo change your Pass Code Call Forward ProceduresTo use the Call Forward button sequence Call Forward Any Call Set for Another Station Feature Button Sequence Call Forward Incoming Line CallsCall Forward Incoming Line Call Set for Another Station To park a call Call Park OrbitsTo retrieve a parked call Group Pickup Call PickupPage/Internal Call Pickup To perform Call PickupFor Calls On Hold Dialing Description Call Waiting#5#71 Do Not Disturb Direct Inward System AccessTo activate DND To deactivate DNDDoor Locks Setting DND for Another ExtensionTo answer a door phone call Door PhonesTo call/monitor a door phone Door Phone Name/LocationOverride Calls Emergency RingdownBusy Override To call from a door phoneExecutive Override Do Not Disturb OverrideTo use DND Override To perform Executive OverrideTo perform Class of Service Override Class of Service OverridePaging Privacy OverrideAll Call Answering aEmergency Redial PrivacySpeed Dial To store a Station Speed Dial Number using an Access Code Make a Call Using Speed DialStore a Station Speed Dial Number Advanced Speed Dial Operation# # Entry MeaningUniform Call Distribution UCD Other Voice Mail Features Login/LogoutVoice Mail Direct Transfer Feature Feature Access Code Sequences Account Code Feature Access CodesCall Forward Any Calls Internal and External #620 Call Forward System#621 Call ParkPrivate Network Access Code Feature Access Codes#63 + Ext. no #64 + Ext. noVoice Mail VM Direct Transfer to Voice Mail Index Emergency Paging, 15 Call