NEC Univerge SV8100 Features And Specifications Manual page 1168

Issue 1.0
The UCB schedule can be programmed per queue to automatically change mode for
individual holidays or entire date ranges such as New Year holiday, state holidays, and Yom
Kippur. These holidays can be programmed years in advance and viewed by the
administrator using the GUI tool.
Restrictions:
For Multiline Terminals, direct trunk appearances of CO lines are not supported system wide.
Multiline Terminals must have a Call Appearance (CAP) key assigned to answer the calls.
For the following UCB functionalities, the extension must be monitored by the UCB system:
Logging into queues, advanced UCB/Q-Desktop telephone control features, or display of
extension real-time status regardless of login. During this time UCB takes over control of the
softkeys, and softkey interaction is not supported.
AGENT AND SUPERVISOR FUNCTIONS
DESCRIPTION
Assistance
During an ACD queue call, an agent can click a button in the Q-Desktop application to request supervisor
assistance (Visual and Audio alert to supervisor running Q-Desktop).
Break Mode
Using Q-Desktop, an agent can sign out of ACD mode for a break without logging off. The agent can
choose a predefined break reason or build a custom reason (depending on agent permissions).
Work Mode
An agent can be put in momentary Worktime to process the previous call. This can be done automatically
after the previous call for a programmed time or manually entered/ended using a Q-Desktop button.
During this time, queue calls are not presented. Each queue can have a Worktime Override set so that
when too many callers are waiting in queue, the agent is automatically denied after call Worktime.
Logon/Logoff
An agent can log on or off using the Q-Desktop application. Operating statistics are collected until the
agent logs off. Agent hot seating is supported because UCB tracks agent skill profile and statistics
against the agent logon ID instead of the station number. When hot seating is not required, the agent
extension can be set to also log non-queue activity when logged on and report inbound/outbound calls for
the agent. This feature requires that the always monitor option be selected against the agent extension.
Non-ACD Call
An agent or supervisor can receive a transferred call or a direct trunk call (e.g., Day/Night Ringing, DIT,
DID, or Tie line call). Transferred ACD calls from another agent, or ACD queue calls when the caller is
placed on hold and subsequently picked up by another agent are considered non-ACD calls.
2 - 1144 UCB (Unified Communications for Business)
UNIVERGE SV8100