Toshiba DP5000-Series User Manual Page 85
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Feature Operations
Uniform Call Distribution
Strata CIX DP5000-series Telephone UG 10/10 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.
- DP5000-Series 1
- Telephone User Guide 1
- © Copyright 2007~2009 2
- End-User Limited Warranty 4
- Contents 7
- Chapter 4 – ADM/DSS Console 10
- Chapter 6 – User Programming 11
- Appendix A – References 12
- Introduction 13
- How to Use This Guide 14
- Denotes a procedure 15
- Related Documents/Media 16
- The Grand Tour 1 17
- Overview 18
- Description Image 18
- Fixed Buttons 22
- Button Definitions 23
- Programmable Feature Buttons 24
- Key Strip 24
- 9-Line LCD Display 25
- The Basics 2 27
- Customizing Your Telephone 28
- LCD Contrast 29
- Brightness Control 29
- Backlight On/Off 30
- Keystrip Labels 31
- Ring Tones 31
- Dial Pad and Button Beeps 32
- (DP5130-FDSL) 33
- The Basics 34
- Telephone Terminology 35
- Making a Call 36
- Dial by Name Directory 37
- Answering a Call 39
- On a Call 40
- Line button 41
- LED Indicator Details 42
- Feature Operations 3 43
- Forced Account Codes 44
- Account Code Calls 45
- Advisory Messages 46
- Alarm Notification Button 47
- Automatic Busy Redial 47
- Automatic Callback 48
- Background Music 49
- Call Forward 50
- Call Forward Settings 51
- Feature Operations 52
- 9) + the 52
- Call History / Caller ID 53
- Call Park Orbits 54
- Call Pickup 55
- Call Transfer 57
- Call Waiting 58
- Conference Calls 59
- Supervising a Tandem Call 61
- Cnf/Trn button 62
- Release 63
- Do Not Disturb 64
- Door Lock(s) 65
- Door Phone(s) 66
- Emergency Call 67
- Emergency Ringdown 68
- Language Codes 68
- Message Waiting 69
- Microphone Cut-Off 71
- Off-hook Call Announce 72
- Override Calls 73
- Executive Override 74
- Class of Service Override 74
- Privacy Override 75
- Answering a Page 75
- All Call Page 76
- Emergency Page 76
- Speed Dial 78
- #66 + 100 + 99495833000 + # 79
- Advanced Speed Dial Operation 80
- Tone First Signalling 83
- Voice First Signalling 83
- Tone/Pulse Dialing 84
- Uniform Call Distribution 85
- Login/Logout 86
- ADM/DSS Console 4 87
- Buttons and LEDs 88
- Adding an ADM 89
- DSS Console 90
- ADM/DSS Console 91
- Call Transfer with Camp-on 92
- Call Answering (Outside Line) 92
- Night Transfer Button 93
- Recommended Headsets 95
- AUTO or CARBON Setting 96
- Headset and Handset Operation 98
- 3+6+9+Hold (simultaneously) 98
- Handset Level Adjustments 99
- User Programming 6 101
- Programming Feature Buttons 102
- Function 103
- One Touch Buttons 104
- To Use a One Touch Button 105
- Feature Codes 106
- User Programming 107
- Dial 441 107
- Administrator Programming 7 111
- Administrator Mode 112
- Door Name 113
- System SD/Name 113
- Station SD/ Name 114
- CO Line Name 114
- DNIS Name 114
- System Features 115
- Administrator Programming 116
- Date and Time Setting 117
- Telephone Programming Mode 118
- Headset Option 119
- DKT2000 Mode On/Off 120
- Single Line Telephone 121
- References A 123
- References 124
- Soft Keys 127
- Button Labels 128
- Hardware Connections B 133
- Hardware Connections 134
- Connectors 135
- Centrex Application C 137
- Delayed Ringing 138
- 124 Strata CIX DP5000-series 140
- 126 Strata CIX DP5000-series 142
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