Toshiba DKT3210-SD User Guide - Page 87

Uniform Call Distribution

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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. Strata CIX and CTX IPT/DKT Telephone 08/07 69

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Advanced Operation
Uniform Call Distribution
Strata CIX and CTX IPT/DKT Telephone
08/07
69
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.