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

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UNIVERGE SV8100

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).

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).

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

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.

Headset Answer/Release

An agent using a headset can press a programmed Headset ON/Off Line Key to answer or release an

ACD queue call; UCB can be set to activate this key automatically for queue calls delivered to the agent.

Headset Volume Control

An agent can control the volume of the headset independent of the volume of the handset.

UCB (Unified Communications for Business)

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