Uniform Call Distribution; Login/Logout - Toshiba IPEDGE User Manual

IPedge
Feature Operations
Uniform Call
Distribution

Login/Logout

64
Uniform Call Distribution (UCD) provides a simplified ACD service based on
the Distributed Hunt feature. Incoming calls are answered by the voice mail
Auto Attendant function or they can be directly routed to the UCD (Distributed
Hunt) Pilot number. 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.
The call is received from PSTN or extension.
2. The call is routed to voice mail which provides the initial greeting using
the Auto Attendant service.
3. The voice mail can be configured to prompt callers to enter the
destination number or to route the call to the pre-determined destination.
4. The voice mail transfers the call to the UCD group pilot.
5. The call is delivered to an idle agent who is logged-in to this group.
6. If no agent is available in the hunt group, the call is queued to the UCD
pilot.
• The caller may hear the MOH source assigned to this group or
Ring Back Tone (RBT) depending on the configuration.
• The call will be delivered to the first agent that becomes igle.
• If the call cannot be answered within the preconfigured time, the
call is routed to an overflow destination.
• If no overflow destination is programmed the call will remain in
queue.
Login and Logout is controlled by the Login key assigned to the agent phone.
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 agent is in Logout state. Also, Login/Logout can be
activated by an access code. The default numbering plan is shown below.
Access Code
#6061
#6062
#6161 DN #
+ +
#6162 DN #
+ +
where DN = the Directory number of the agent station.
TOSHIBA
Feature
Login - from Agent Station
Logout - from Agent Station
Login - Agent Station (DN) from another station
Logout – Agent Station (DN) from another sta-
tion
IPedge UG 12/15