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

UCB (Unified Communications for Business)

Enhancements
This feature added with Version 1100 (1.10 or higher).
UCB Fax is supported with UCB software Version 5.00SP2.
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,
Voicemail and Fax. 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 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).
Refer to the Q-Control product manual for additional information.
UCB (Unified Communications for Business)
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