Agent And Supervisor Functions - NEC Univerge SV8100 Features And Specifications Manual

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UNIVERGE SV8100

Calls are distributed to the longest idle agent or according to the priority level assigned to

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.

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.

SIP Peer to Peer is not supported.

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

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

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).

UCB (Unified Communications for Business)