NEC UNIVERGE SV8100 Configuration Manual page 90

Issue 2.00
Like Trunk Group Routing, Trunk Groups help you minimize the expense of toll calls.
For example, if your system has differing outbound carriers connected, program the
trunk group to route to the cheapest lines first.
Trunk Queuing/Camp-On
Trunk Queuing permits an extension user to queue (wait in line) on hook for a busy
trunk or trunk group to become free. The system recalls the queued extension as
soon as the trunk is available. The user does not have to manually retry the trunk
later. Trunk Queuing lets the caller know when the call can go through. If the
extension user does not answer the Trunk Queuing ring, the system cancels the
queue request.
With Trunk Camp-On, an extension user can queue (wait in line) Off-Hook for a busy
trunk or trunk group to become free. The caller connects to the trunk when the trunk
becomes free. As with Trunk Queuing, the user does not have to manually retry the
trunk later.
Any number of extensions may simultaneously queue or Camp On for the same trunk
or trunk group. When a trunk becomes free, the system connects the extensions in
the order that the requests were left.
UCB (Unified Communications for Business)
UCB is a modular multimedia Contact Center solution providing skills-based routing
(SBR) and blending customer contacts using Telephone, Email, Web Callback, Web
Chat and Voicemail. UCB provides much more than a conventional Automatic Call
Distribution system.
UCB is licensed according to the modules required by the customer, and the number
of concurrent users. For specific information regarding each module, refer to the
separate product manuals. These manuals are common for all NEC platforms, and
the feature restrictions described in the document may limit availability of some
features for installations on the SV8100 telephone system.
Telephone calls (incoming DIT, ANA, DID, CO, or ring Transfer) terminate to a
programmed queue. Each queue is programmed as an SIP extension so the number
of queues depends on the total number of configured devices in the SV8100 system.
A maximum of 512 extensions are supported, and the user must remember to count
voicemail ports and Q-announce ports. Any agent can take calls from any queue,
based on customer Caller ID, agent skills, or routing choices made using the UCB
graphical user interface (GUI) administration tool. UCB delivers the incoming call
either to the agent that has been idle the longest or in accordance with a programmed
priority level. Consideration can be made for concurrent activity by the agent on other
media (for example, queue Telephone calls can be blocked when the agent is
currently engaged in a Web Chat with another customer).
Refer to the Q-Control product manual for additional information.
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UNIVERGE SV8100
Features