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Toshiba Strata DKT, Strata IPT manual Uniform Call Distribution, Login/Logout

Models: Strata DKT Strata IPT

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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 Vol. 1 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

72	Strata CIX and CTX IPT/DKT Telephone 11/05

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Toshiba Strata DKT, Strata IPT manual Uniform Call Distribution, Login/Logout

Contents

Digital Solutions Division Strata CIX and CTX IPT/DKT Telephone User GuidePublication Information Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Contents Call Transfer Advanced Operation IiiAnswering a All Call Emergency IPT2008-SDL LCD Features Appendix B Button Labels Appendix C FeatureFlex Interactions Vii IntroductionOrganization Viii How to Use This Guide ConventionsRelated Documents/Media Grand Tour IPT2000-series TelephonesIPT2020-SD Telephone Fixed Buttons Flexible ButtonsLiquid Crystal Display IPT2010/2020-SD Telephone LCD DKT & IPT1020-SD Telephone LCDSoftIPT SoftIPT Icons SoftIPT for Pocket PCDKT3000/3200-series Telephones DKT3210-SD Telephone DKT3220-SD Telephone Line Buttons What’s My Line? BasicsImportant Read First Which Outgoing/Incoming Call Features Do I Have? Spkr Button Making a CallHot Dialing HandsetDial Directory Speaker Switching Between Handset and SpeakerphoneAnswering a Call Handsfree AnswerbackMessage Waiting Responding to a Lit Msg LEDMicrophone Turning On/Off MW LED on Another ExtensionTo transfer a call directly to VM with a DSS button Call TransferTo transfer a call directly to Voice Mail VM To perform Call Transfer Immediate To transfer conference control Conference CallsTo conference calls To hold a conference callConnecting Two Outside Lines Adding Voice Mail to a ConferenceConference Add/Split/Join/Drop To add an Incoming call to the ConferenceTo Split from a conference To Drop the Split party from a conferenceAutomatic Hold HoldExclusive Hold Consultation HoldTo adjust the handset volume Volume ControlLCD Contrast Adjustments To adjust handset Beep ToneMaking a Call Basic SoftIPT FunctionsStart the SoftIPT To make a callCreating a Directory Switching a Call to Your HeadsetUsing the Directory to Call Labeling Feature Buttons Can enter labels to rename Lines 1~9 Feature Buttons To change Feature Button Labels on the SoftIPTBasics Using Your LCD Advanced OperationSoft Key Definition Soft KeysSoft Key Prompts Soft Key Example Talk with Trns Join Rtrn To clear the registered message Advisory MessagesTo set an advisory message Msg No Characters Displayed Additional DigitsVerified/Non-Verified Account Codes To dial using Forced Account CodesAccount Code Calls Forced Account CodesVoluntary Account Codes Verified/Non-Verified To dial using the Account Code buttonTo enter an Account Code using access codes Alarm Clock To set an alarm clock notificationTo cancel Automatic Busy Redial Alarm Notification ButtonWhen the Alarm Notification button displays Automatic Busy RedialTo set Automatic Callback To cancel ACBAutomatic Callback Background Music To enable background music on your telephone speakerTo cancel background music on your telephone speaker To change the BGM source 1~15 assigned to the BGM buttonStation Call ForwardSystem Call Forward Settings Station Call Forward CategoriesStation Call Forward Procedures To use the Call Forward button sequenceCall Forward Procedure Feature Button Sequence Call Forward ExamplesCall Forward Procedure Advanced Operation Call Forward Incoming Line Call Set for Another Station To view Call History Call HistoryCall Park Orbits To park a call To retrieve a parked callRinging, Page or Held Call Pickup Call PickupGroup Pickup To perform Call PickupPress Ext. Button, then dial Screen Call For an incoming callCall Waiting To answer a waiting call by placing the current call on holdTo connect directly to another station’s extension Direct Inward System Access DisaDirect Station Selection Buttons Hotline Internal and External Call Ringing Tones Distinctive RingingTo set distinctive ringing Tone No Frequency and CadenceTo activate DND on a non-Primary extension Do Not DisturbTo activate DND on your Primary extension To deactivate DNDSetting DND for Another Extension Door LocksDoor Phones To answer a door phone callEmergency Monitoring Station Echo CancellationEmergency Call To call/monitor a door phoneMicrophone Cut-Off Emergency RingdownLanguage Codes To change the Language DisplayTo answer a Handset OCA call Off-hook Call AnnounceTo make an OCA call To answer a Speaker OCA callDo Not Disturb Override Override CallsBusy Override To use Busy OverrideTo perform Executive Override Executive OverrideDestination Restriction/Traveling Class Override To use Destination Restriction or Traveling Class OverridePaging Class of Service OverrideTo perform Class of Service Override Privacy OverrideEmergency Answering aAll Call To make an All CallRedial To set/cancel PrivacyPrivacy To use Privacy ReleaseNnn = 200~999 System SD bin numbers Speed DialNnn = 100~199 Station SD bin numbers Accessing System SD and Personal SD Directories To access the SD directoriesAdvanced Speed Dial Operation Phone Number Dial String Characters Entry MeaningTone/Pulse Dialing To change Tone DialingLogin/Logout Uniform Call DistributionWhere DN = the Directory number of the agent station Voice Mail Call Monitor To enable and disable Call Monitor on your telephoneTo monitor a call using Call Monitor To use Return Call Voice Mail Direct TransferVoice Mail Return Call Soft Keys for Strata CIX Telephones Voice Mail Soft KeysStratagy ES Main Menu Soft Keys for Strata CIX Telephones Soft Keys for Strata CIX Telephones ENABLE/DISABLE Previous SND ALL FAX Faxn Call Recording To record a callOther Voice Mail Features Pause/Resume RecordingIPT2008-SDL LCD Features IPT2008-SDL TelephoneButtons Navigation ButtonsIdle Display Left and Right Tab Soft Keys Going Off-hook/pressing Speaker Making an Out-going callDirectory and Speed Dial Listings Direct Station SelectionSystem Speed Dial and Personal Speed Dial Internal Directory and External DirectoryStoring Personal Speed Dial Names To assign Station Speed Dial namesExample Press For a Web Access To access the web1st Options Screen To LoginInfo Manager Stocks Weather News Calendar To Cancel/Update/change the time of a meeting For the Telephone to notify you of a MeetingConfigure Cycle100 Adding and Removing Stock Quotes Company News and Weather101 To Change or enter a new date on the Add Company News screen102 To enter the Headline/Story103 To add a Weather destination104 To remove a Weather destinationDKT3214-SDL Telephone DKT3014/3214-SDL LCD Features105 106 107 108 109 Dial Pad Number of times to press Dial pad button Buttons110 111 Programming Feature ButtonsUser Programming 112 User Programming ModeFlexible Button Codes 113 Setting/Changing a Flexible Button’s FunctionFeature Code Flexible Button Codes114 One Touch ButtonsChanging a One Touch Button 115 Setting/Changing a Personal Speed Dial CodeTo Use a One Touch Button Special Characters Entry Meaning116 Feature CodesFeature Access Codes Feature Access Code Sequences 117 User ProgrammingFeature Feature Access Code Sequences 118Feature Access Codes Feature Access Code Sequences 119LED Indicator Details 120ADM/DSS Console 121Buttons and LEDs 122123 DSS ConsoleDSS Buttons 124 Calling a StationTransferring to an Idle Station To transfer a call to an idle stationSpeed Dial Call Transfer with Camp-onCall Answering Outside Line 125Night Transfer Button PagingCall Forward Override DSS Override 126Flexible Directory Numbering Centrex Feature ButtonsCentrex Application Ringing RepeatDelayed Ringing 128129 Feature Button DefinitionsButton Labels Button DefinitionsDoes not block Busy Override or Executive Override 130Under one button 131 Button Definitions132 133 FeatureFlex InteractionsAlarm Call One Screen Call Call Return Number Clock Monitor FeatureFlex Interactions 134Index 135136 Disa137 LCR138 139