NEC Univerge SV8100 Features And Specifications Manual page 1516

Issue 8.01
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
extension.
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.
Monitoring (Barge-In)
The supervisor can monitor agent calls using a key operation on the supervisor terminal.
Conditions
General:
When a call is transferred to the ACD Pilot number using a call appearance key, the LED for

that key remains on until the UCB answers the call in typically 1~5 seconds depending on
the traffic volume.
Call forward and DND do not affect calls offered from UCB. An agent with these functions

set is still delivered a queue call.
A default alert tone (that can be disabled in system programming) is provided for Barge-In

monitoring.
An agent in an ACD queue can log out to prevent receiving ACD calls. The station user

can then originate calls or receive calls directed to the station number but cannot receive
calls from the ACD queue.
An agent can log on/off from the telephone using the UCB Analog Login feature. The agent

dials the analog login number and is answered and prompted for the Agent login ID.
2 - 1488 UCB (Unified Communications for Business)
UNIVERGE SV8100