Chapter 4 - Uniform Call Distribution; Call Distribution - Toshiba Strata CIX Programming Manual

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.

Call Distribution

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.
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