NEC Univerge SV8100 Features And Specifications Manual page 1167

UNIVERGE SV8100
Call Transfer to ACD Queue
Trunk calls that terminate to a normal station, ACD agent, or supervisor can be transferred to an ACD
queue. Calls must be blind transferred to the queue (the transferring party cannot wait with the caller on
line and announce the caller). In some cases, transferred calls may create an extra call record; to ensure
accuracy of reporting, the transfer timer or minimum abandon timer must be configured in the
Administrator.
Queuing
When agents are not available, all incoming calls for ACD queues are placed in the queue that provides
first in/first out call processing. This can be overridden (higher or lower priority) based on either customer
PIN entry or ANI/CLI recognition. UCB skills-based routing (SBR) allows an agent to take calls from any
queue; each queue is defined with a relative priority that can escalate over time. Unlike many ACD
systems, UCB does not escalate caller priority by moving calls from one queue to another; instead more
agents become available to answer the call as it gets older. Reporting is based on the one queue.
Pilot Numbers
A system-programmed pilot number is the entry point for callers to an ACD queue. The Pilot number
corresponds to a SIP extension in the SV8100 system. Each Queue has an individual SIP extension.
Conditions
General:
Calls are answered first in/first out unless specifically identified for higher or lower priority.
Calls are distributed to the longest idle agent or according to the priority level assigned to an
agent.
When an ACD agent does not answer a call after a programmed time, the call is pulled back
to the front of the queue and offered to the next available agent.
UCB uses a weekly schedule to determine the queue mode. Queue modes determine the
initial action to be taken for the call. Each queue is programmed typically for different
modes: for day and night, team meetings, or emergencies (to allow for building evacuation,
drills, or other such activities). Queue modes allow Auto Attendants, Greeting
Announcements, Customer PIN queries, Q-Callback (callers are prompted to leave a
message and telephone number that is treated as a virtual call), IVR (optional), Greet and
Transfer, or redirect to an internal extension number (after hours mailbox). Call Center
supervisors can change the queue mode in real time to reflect current activity.
Maximum programming assignments for ACD queues and agents are listed below:
9999 Agent and Supervisor IDs can be assigned.
9999 Agents and Supervisors can be assigned to one Queue.
60 agents can be logged on at the same time.
32 ACD/Auto attendant queues can be assigned per system (a total of 120 extensions,
voice ports and queues (CAR keys) are supported by the UNIVERGE SV8100 system).
SV8100 Features and Specifications Manual
Issue 1.0
2 - 1143