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

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UNIVERGE SV8100

The UCB schedule can be programmed per queue to automatically change mode for

individual holidays or entire date ranges such as New Year holiday, state holidays, and

Yom Kippur. These holidays can be programmed years in advance and viewed by the

administrator using the GUI tool.

SIP Peer to Peer is not supported.

Restrictions:

For multiline terminals, direct trunk appearances of CO lines are not supported system

wide. Multiline terminals must have a Call Appearance (CAP) key assigned to answer the

For the following UCB functionality, the extension must be monitored by the UCB system:

Logging into queues, advanced UCB/Q-Desktop telephone control features, or display of

extension real-time status regardless of login. During this time UCB takes over control of

the softkeys, and softkey interaction is not supported.

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.

UCB (Unified Communications for Business)

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