Call Processing - NEC Univerge SV8100 Features And Specifications Manual

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Trunk Keys are not supported on Phones when using UCB.

UCB ports and phones must be in the same Park Group.

Application keys have to be from 1~32. SV8100 Version 5000, UCB 5.1, and TSP 4.00 or

higher required.

When UCB is in a K-CCIS network, agents cannot be on a remote system.

In systems that have migrated from the UX5000 to the SV8100 and utilize UX5000 phones,

Program 20-02-23 must be set to 0 (Original mode) and Program 15-02-53 for each phone

must be set to 1 (CTI Special).

Call Processing

Abandoned Call Search

Abandoned incoming calls are not connected to agent positions. The system removes them from the

queue on trunks that provide calling party disconnect supervision. Q-Reports can be run to provide

details of queue abandonment including time of arrival, wait time and (subject to trunk type and telco

services provided) Caller Line Identification (CLI/ANI).

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

UCB (Unified Communications for Business)

UNIVERGE SV8100