Toshiba Strata CIX Programming Manual

Also see for STRATA CIX: User guide Quick reference guide User guide Programming manual Installation and maintenance manual

Contents

Uniform Call DistributionLogin/Logout4-2 Strata CTX Application Implementation Vol 3 10/07Login/LogoutLogin/Logout is controlled by the Login key assigned to the agent phone (see Strata CIXProgramming Manual Vol. 1 for details).The Login/Logout feature is applied to the call which terminates to UCD pilot only. Therefore, thecall can directly terminate to agent Prime or Phantom PDN 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(Prog. 102).Initial GreetingCalls can be directly routed to the UCD pilot via DID number or DIT ringing assignments. In thiscase, the caller hears the ring back tone and MOH while waiting.If an initial greeting is necessary, it is recommended to use the Auto Attendant feature of the voicemail system. It can be configured to prompt callers to enter the destination UCD pilot or to route allcalls to a pre-programmed destination (see Strata CIX Programming Manual Vol. 2 for details).QueuingIf no agents are available (e.g., all agents are in the busy state), a call is queued to the UCD pilot. Itwill be delivered to the agent when the agent becomes available. While it is queued, the caller hearsMOH which is assigned to the UCD pilot (see Program 209 in the Strata CIX Programming ManualVol. 1).OverflowIn the following case, calls are routed to the overflow destination configured by the DH PilotSystem Call Forward NA destination and UCD Pilot Overflow Timer.1. If UCD Pilot Overflow timer is expired while the call is queued to UCD pilot, the call isforwarded to the Call forward destination which is assigned to the Pilot DN in System CallForward-No Answer.2. If all agents in the group are in a logout, DND or Make Busy state, the call is forwarded to aCall forward destination that is assigned to the Pilot DN in System Call Forward-DND. Also, ifoverflow destination is not assigned or is invalid, a call stays in the queue.Login key LED Login State on AgentOn steady LoginOff LogoutAccess Code Feature#6061 Login - from Agent Station#6062 Logout - from Agent Station#6161 + DN + # Login - Agent Station (DN) from anotherstation#6162 + DN + # Logout — Agent Station (DN) from anotherstationwhere DN = the Directory number of the agent station.