Features
Uniform Call Distribution
154 Strata CIX General Description 12/07
Traffic Reports
New traffic reports include outgoing and incoming trunk group usage, “all circuits busy” reporting
DTMF and conference circuits. The reports are stored on the processor’s Secure Digital (SD) or
Smart Media flash memory card locally, and reports can also be sent to a remote device over a
TCP/IP or RS-232 connection. Traffic reporting is set up based on day of week and time of day.
Reports are easy to read, time-stamped files that are generated and sent out hourly. No additional
software application is required.
Reports include traffic intensity on incoming/outgoing line groups and system resources such as
DTMF and Conference circuit usage. Reports can measure traffic in Centum Call Seconds (CCS)
or Erlangs. All circuits busy and Abandoned calls are also reported.
Uniform Call Distribution
System Availability: All systems
Strata CIX systems have built-in Uniform Call Distribution (UCD) functionality, which provides
call flow to distribute calls more efficiently through a call center. UCD enables calls to be
answered by the auto attendant, which prompts the caller to dial the correct UCD group number or,
calls can ring directly to UCD groups. The call is then sent to the UCD agent or queue if all agents
are busy or logged out, but never to a busy number. Incoming calls can also be directed directly to
UCD groups without the use of an Auto-attendant.
Calls sent to agents are managed by distributed hunt to find the next available agent. Callers in
queue can receive music and announcements imbedded in one of the systems music-on-hold
sources, and each UCD group can share or have a separate music source. The announcements must
be recorded on the music source. Overflow timing is controlled by a unique overflow timer for
each UCD group. Agent log-in and log-out buttons make it easy for agents to sign in and out of the
system so that calls can be routed appropriately.
The built-in UCD standard feature is ideal for basic call processing applications not requiring the
more robust optional ACD and reporting capabilities available with Strata CIX systems.
Interaction with Other Features
Call Forward, System Call Forward
UCD calls do not forward per the station’s call forward assignments. Calls routed directly to the
agent’s station, not through the UCD pilot, will forward when System Call Forward is set.
Do Not Disturb
If DND is activated while the call is ringing the agent, the ringing tone is stopped. However,
queuing or overflow is not executed. On the other hand, if DND is activated on the overflow
destination, the call does not overflow.
Dialed Number Identification Service
If the overflow destination is voice mail and the overflowed call is a DNIS call and associated with
VM-ID, VM-ID sent to Voice Mail follows DNIS specifications.
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