NEC Univerge SV8100 Features And Specifications Manual page 1636

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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.

When no agents are 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 virtual extension in the SV8100 system. Each Queue has an individual virtual

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

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.

UCB (Unified Communications for Business)

UNIVERGE SV8100

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