Ucb (Unified Communications For Business) - NEC Univerge SV8100 Features And Specifications Manual

UCB (Unified Communications for Business)

Description
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
U
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 a SIP extensions 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 preference level. Consideration can be made for
concurrent activity by the agent on other medias (for example, queue Telephone calls can be
blocked when the agent is currently engaged in a Web Chat with another customer). Please
refer to the Q-Control product manual for additional information.
The UCB Announce Module
This module helps improve customer service levels and reduce abandonment rates to
improve the effectiveness of the customer contact center. Up to 99 queue progress
announcements can be defined for each queue to provide Estimated Time To Answer (ETA)
and position in queue (PIQ) that update dynamically to keep the customer informed of the
progress while waiting in queue. The customer can control the Announce module using the
GUI Administration tool on their PC desktop. Queue specific delay messages can be pre-
recorded and real-time customer announcements can be made.
An example follows:
When you are calling about a problem with your email, please be aware that we are currently
working to resolve a problem with the email server; we expect to have this resolved by
midday. When you require assistance for another matter please hold for the first available
team member.
For additional information, please refer to the Q-Announce product manual.
SV8100 Features and Specifications Manual 2 - 1139