Feature Operations
Uniform Call Distribution
Strata CIX IP5000-series Telephone User Guide 89
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. Strata 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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