Toshiba strata ip5000 Manuel D’Utilisation

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.