Uniform Call Distribution, Login/Logout | Toshiba Strata DKT

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

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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 Guide Publication Information Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Contents Call Transfer Advanced Operation Iii Answering a All Call Emergency IPT2008-SDL LCD Features Appendix B Button Labels Appendix C FeatureFlex Interactions Vii IntroductionOrganization Viii How to Use This Guide Conventions Related Documents/Media Grand Tour IPT2000-series Telephones IPT2020-SD Telephone Fixed Buttons Flexible Buttons Liquid Crystal Display IPT2010/2020-SD Telephone LCD DKT & IPT1020-SD Telephone LCD SoftIPT SoftIPT Icons SoftIPT for Pocket PC DKT3000/3200-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 Handset Dial Directory Speaker Switching Between Handset and SpeakerphoneAnswering a Call Handsfree Answerback Message Waiting Responding to a Lit Msg LED Microphone Turning On/Off MW LED on Another Extension To 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 call Connecting Two Outside Lines Adding Voice Mail to a Conference Conference Add/Split/Join/Drop To add an Incoming call to the Conference To Split from a conference To Drop the Split party from a conference Automatic Hold HoldExclusive Hold Consultation Hold To adjust the handset volume Volume ControlLCD Contrast Adjustments To adjust handset Beep Tone Making a Call Basic SoftIPT FunctionsStart the SoftIPT To make a call Creating 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 SoftIPT Basics Using Your LCD Advanced Operation Soft 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 Digits Verified/Non-Verified Account Codes To dial using Forced Account CodesAccount Code Calls Forced Account Codes Voluntary 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 notification To cancel Automatic Busy Redial Alarm Notification ButtonWhen the Alarm Notification button displays Automatic Busy Redial To 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 button Station Call ForwardSystem Call Forward Settings Station Call Forward Categories Station Call Forward Procedures To use the Call Forward button sequence Call Forward Procedure Feature Button Sequence Call Forward Examples Call 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 call Ringing, Page or Held Call Pickup Call PickupGroup Pickup To perform Call Pickup Press Ext. Button, then dial Screen Call For an incoming call Call Waiting To answer a waiting call by placing the current call on hold To 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 Cadence To activate DND on a non-Primary extension Do Not DisturbTo activate DND on your Primary extension To deactivate DND Setting DND for Another Extension Door Locks Door Phones To answer a door phone call Emergency Monitoring Station Echo CancellationEmergency Call To call/monitor a door phone Microphone Cut-Off Emergency RingdownLanguage Codes To change the Language Display To answer a Handset OCA call Off-hook Call AnnounceTo make an OCA call To answer a Speaker OCA call Do Not Disturb Override Override CallsBusy Override To use Busy Override To perform Executive Override Executive OverrideDestination Restriction/Traveling Class Override To use Destination Restriction or Traveling Class Override Paging Class of Service OverrideTo perform Class of Service Override Privacy Override Emergency Answering aAll Call To make an All Call Redial To set/cancel PrivacyPrivacy To use Privacy Release Nnn = 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 directories Advanced Speed Dial Operation Phone Number Dial String Characters Entry Meaning Tone/Pulse Dialing To change Tone Dialing Login/Logout Uniform Call Distribution Where 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 call Other Voice Mail Features Pause/Resume Recording IPT2008-SDL LCD Features IPT2008-SDL Telephone Buttons Navigation Buttons Idle Display Left and Right Tab Soft Keys Going Off-hook/pressing Speaker Making an Out-going call Directory and Speed Dial Listings Direct Station Selection System Speed Dial and Personal Speed Dial Internal Directory and External Directory Storing Personal Speed Dial Names To assign Station Speed Dial names Example Press For a Web Access To access the web 1st 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 Meeting Configure Cycle 100 Adding and Removing Stock Quotes Company News and Weather 101 To Change or enter a new date on the Add Company News screen 102 To enter the Headline/Story 103 To add a Weather destination 104 To remove a Weather destination DKT3214-SDL Telephone DKT3014/3214-SDL LCD Features105 106 107 108 109 Dial Pad Number of times to press Dial pad button Buttons 110 111 Programming Feature ButtonsUser Programming 112 User Programming ModeFlexible Button Codes 113 Setting/Changing a Flexible Button’s FunctionFeature Code Flexible Button Codes 114 One Touch ButtonsChanging a One Touch Button 115 Setting/Changing a Personal Speed Dial CodeTo Use a One Touch Button Special Characters Entry Meaning 116 Feature CodesFeature Access Codes Feature Access Code Sequences 117 User Programming Feature Feature Access Code Sequences 118 Feature Access Codes Feature Access Code Sequences 119 LED Indicator Details 120 ADM/DSS Console 121 Buttons and LEDs 122 123 DSS ConsoleDSS Buttons 124 Calling a StationTransferring to an Idle Station To transfer a call to an idle station Speed Dial Call Transfer with Camp-onCall Answering Outside Line 125 Night Transfer Button PagingCall Forward Override DSS Override 126 Flexible Directory Numbering Centrex Feature ButtonsCentrex Application Ringing Repeat Delayed Ringing 128 129 Feature Button DefinitionsButton Labels Button Definitions Does not block Busy Override or Executive Override 130Under one button 131 Button Definitions 132 133 FeatureFlex InteractionsAlarm Call One Screen Call Call Return Number Clock Monitor FeatureFlex Interactions 134 Index 135 136 Disa 137 LCR 138 139