Announcement Function - NEC Univerge SV8100 Features And Specifications Manual

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UNIVERGE SV8100

Restrictions:

Incoming ACD queue calls cannot be received when the agent is on break; a queue depth

parameter allows calls to deliver through Worktime when callers have been waiting longer

than the prescribed threshold.

When an ACD queue call is being offered to an agent and the agent receives a non-ACD

call, the queue call is recalled and offered to the next available agent.

SLT, SIP DECT, and third-party SIP phones can not be agents.

Announcement Function

There are no Default announcements, Progress announcements, or Position in Queue announcements

for the UCB. Each announcement can be recorded either using the Administrator application audio

editor with audio recorded from the telephone or PC microphone or by importing it from .WAV or .VOX

files. Optimum recording settings for studio recordings are available in the online help. Each

announcement can be used by any queue. Each announcement can be edited using the Administrator

GUI .WAV editor to delete or paste audio content. All announcements are stored in the UCB internal

When all agents in the ACD queue are busy, the caller waits in queue until an agent

becomes available. In addition to MOH, the caller can receive Welcome and Please Hold

progress announcements that can include Position in Queue and Estimated Time to

Each caller hears every announcement from the beginning; an optional system-wide setting

allows callers hearing delay messages to be interrupted and delivered to an agent when

one becomes available during a queue progress announcement.

Restrictions

When all UCB ports are busy, the caller continues to hear ringback or MOH until a UCB port

becomes available. The number of licensed Q-Announce ports determines the number of

available ports. UCB exception reporting allows auditing of how often callers had to wait for

an announcement port to become available.

A maximum of 64 trunks can be queued up waiting for agents at one time.

UCB (Unified Communications for Business)

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