Uniform Call Distribution | CIX

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.