Issue 13.0
UNIVERGE SV8100
2 - 1702
UCB (Unified Communications for Business)
Agent and Supervisor Functions
Description
Assistance
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).
Break Mode
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).
Work Mode
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
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.
Summary of Contents for Univerge SV8100
Page 1: ...Features and Specifications Manual INT 2067 UNIV Issue 13 0 Version 9500 ...
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Page 46: ...Issue 13 0 UNIVERGE SV8100 2 12 Features THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 64: ...Issue 13 0 UNIVERGE SV8100 2 30 Alarm THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 78: ...Issue 13 0 UNIVERGE SV8100 2 44 Alarm Reports THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 82: ...Issue 13 0 UNIVERGE SV8100 2 48 Alphanumeric Display THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 98: ...Issue 13 0 UNIVERGE SV8100 2 64 Answer Hold THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 102: ...Issue 13 0 UNIVERGE SV8100 2 68 Answer Key THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 105: ...UNIVERGE SV8100 Issue 13 0 Attendant Call Queuing 2 71 Operation None ...
Page 106: ...Issue 13 0 UNIVERGE SV8100 2 72 Attendant Call Queuing THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 143: ...UNIVERGE SV8100 Issue 13 0 Automatic Release 2 109 Operation None ...
Page 144: ...Issue 13 0 UNIVERGE SV8100 2 110 Automatic Release THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 174: ...Issue 13 0 UNIVERGE SV8100 2 140 Automatic Route Selection THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 178: ...Issue 13 0 UNIVERGE SV8100 2 144 Background Music THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 184: ...Issue 13 0 UNIVERGE SV8100 2 150 Barge In THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 188: ...Issue 13 0 UNIVERGE SV8100 2 154 Battery Backup System Power Programming None Operation None ...
Page 208: ...Issue 13 0 UNIVERGE SV8100 2 174 Call Forwarding Centrex THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 254: ...Issue 13 0 UNIVERGE SV8100 2 220 Call Monitoring THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 258: ...Issue 13 0 UNIVERGE SV8100 2 224 Call Redirect THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 264: ...Issue 13 0 UNIVERGE SV8100 2 230 Call Waiting Camp On THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 342: ...Issue 13 0 UNIVERGE SV8100 2 308 Class of Service THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 362: ...Issue 13 0 UNIVERGE SV8100 2 328 Code Restriction THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 367: ...UNIVERGE SV8100 Issue 13 0 Code Restriction Override 2 333 Walking Code Restriction 663 ...
Page 370: ...Issue 13 0 UNIVERGE SV8100 2 336 Code Restriction Override THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 390: ...Issue 13 0 UNIVERGE SV8100 2 356 Continued Dialing THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 436: ...Issue 13 0 UNIVERGE SV8100 2 402 Delayed Ringing THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 448: ...Issue 13 0 UNIVERGE SV8100 2 414 Department Calling THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 452: ...Issue 13 0 UNIVERGE SV8100 2 418 Department Step Calling THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 462: ...Issue 13 0 UNIVERGE SV8100 2 428 Dialing Number Preview THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 468: ...Issue 13 0 UNIVERGE SV8100 2 434 Digital Trunk Clocking THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 490: ...Issue 13 0 UNIVERGE SV8100 2 456 Direct Inward Dialing DID THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 496: ...Issue 13 0 UNIVERGE SV8100 2 462 Direct Inward Line DIL THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 528: ...Issue 13 0 UNIVERGE SV8100 2 494 Directed Call Pickup THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 532: ...Issue 13 0 UNIVERGE SV8100 2 498 Directory Dialing THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 558: ...Issue 13 0 UNIVERGE SV8100 2 524 Door Box THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 718: ...Issue 13 0 UNIVERGE SV8100 2 684 Flexible Timeouts THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 722: ...Issue 13 0 UNIVERGE SV8100 2 688 Forced Trunk Disconnect THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 736: ...Issue 13 0 UNIVERGE SV8100 2 702 Group Listen THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 744: ...Issue 13 0 UNIVERGE SV8100 2 710 Handset Mute THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 768: ...Issue 13 0 UNIVERGE SV8100 2 734 Hot Key Pad THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 830: ...Issue 13 0 UNIVERGE SV8100 2 796 IP Multiline Station SIP THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 954: ...Issue 13 0 UNIVERGE SV8100 2 920 IPK IPK II Migration THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 992: ...Issue 13 0 UNIVERGE SV8100 2 958 ISDN Compatibility THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1036: ...Issue 13 0 UNIVERGE SV8100 2 1002 K CCIS T1 THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1056: ...Issue 13 0 UNIVERGE SV8100 2 1022 Licensing THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1062: ...Issue 13 0 UNIVERGE SV8100 2 1028 Line Preference THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1066: ...Issue 13 0 UNIVERGE SV8100 2 1032 Long Conversation Cutoff THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1084: ...Issue 13 0 UNIVERGE SV8100 2 1050 Meet Me Paging THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1094: ...Issue 13 0 UNIVERGE SV8100 2 1060 Memo Dial THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1102: ...Issue 13 0 UNIVERGE SV8100 2 1068 Message Waiting THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1142: ...Issue 13 0 UNIVERGE SV8100 2 1108 Microphone Cutoff THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1166: ...Issue 13 0 UNIVERGE SV8100 2 1132 Mobile Extension THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1186: ...Issue 13 0 UNIVERGE SV8100 2 1152 Multiple Trunk Types THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1193: ...UNIVERGE SV8100 Issue 13 0 Music on Hold 2 1159 Communications Interface feature for more ...
Page 1194: ...Issue 13 0 UNIVERGE SV8100 2 1160 Music on Hold ...
Page 1195: ...UNIVERGE SV8100 Issue 13 0 Music on Hold 2 1161 Operation None ...
Page 1196: ...Issue 13 0 UNIVERGE SV8100 2 1162 Music on Hold THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1230: ...Issue 13 0 UNIVERGE SV8100 2 1196 One Touch Calling THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1234: ...Issue 13 0 UNIVERGE SV8100 2 1200 Operator THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1252: ...Issue 13 0 UNIVERGE SV8100 2 1218 Paging External THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1262: ...Issue 13 0 UNIVERGE SV8100 2 1228 Paging Internal THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1278: ...Issue 13 0 UNIVERGE SV8100 2 1244 PBX Compatibility THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1302: ...Issue 13 0 UNIVERGE SV8100 2 1268 Power Failure Transfer THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1308: ...Issue 13 0 UNIVERGE SV8100 2 1274 Prime Line Selection THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1328: ...Issue 13 0 UNIVERGE SV8100 2 1294 Pulse to Tone Conversion THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1336: ...Issue 13 0 UNIVERGE SV8100 2 1302 Remote System Upgrade THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1352: ...Issue 13 0 UNIVERGE SV8100 2 1318 Ring Groups THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1360: ...Issue 13 0 UNIVERGE SV8100 2 1326 Room Monitor Multiline Room Monitoring ...
Page 1376: ...Issue 13 0 UNIVERGE SV8100 2 1342 Secretary Call Buzzer THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1380: ...Issue 13 0 UNIVERGE SV8100 2 1346 Secretary Call Pickup THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1414: ...Issue 13 0 UNIVERGE SV8100 2 1380 Serial Call THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1504: ...Issue 13 0 UNIVERGE SV8100 2 1470 Softkeys THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1536: ...Issue 13 0 UNIVERGE SV8100 2 1502 Station Hunt THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1559: ...UNIVERGE SV8100 Issue 13 0 Station Message Detail Recording 2 1525 SMDR Flowchart ...
Page 1560: ...Issue 13 0 UNIVERGE SV8100 2 1526 Station Message Detail Recording SMDR Flowchart Continued ...
Page 1561: ...UNIVERGE SV8100 Issue 13 0 Station Message Detail Recording 2 1527 SMDR Flowchart Continued ...
Page 1599: ...UNIVERGE SV8100 Issue 13 0 SV8100 PoE Gigabit Switch 2 1565 Operation None ...
Page 1646: ...Issue 13 0 UNIVERGE SV8100 2 1612 Synchronous Ringing THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1696: ...Issue 13 0 UNIVERGE SV8100 2 1662 Traffic Reports THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1710: ...Issue 13 0 UNIVERGE SV8100 2 1676 Transfer THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1784: ...Issue 13 0 UNIVERGE SV8100 2 1750 UM8000 Mail THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1806: ...Issue 13 0 UNIVERGE SV8100 2 1772 uMobility Server Based THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1820: ...Issue 13 0 UNIVERGE SV8100 2 1786 uMobility Wi Fi Client THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1862: ...Issue 13 0 UNIVERGE SV8100 2 1828 Universal Slots THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1876: ...Issue 13 0 UNIVERGE SV8100 2 1842 Virtual Extensions THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 1926: ...Issue 13 0 UNIVERGE SV8100 2 1892 VM8000 InMail THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 2120: ...Issue 13 0 UNIVERGE SV8100 2 2086 Volume Controls THIS PAGE INTENTIONALLY LEFT BLANK ...
Page 2198: ...Issue 13 0 UNIVERGE SV8100 3 44 Codes Tables THIS PAGE INTENTIONALLY LEFT BLANK ...
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Page 2210: ...FEATURES AND SPECIFICATIONS MANUAL NEC Corporation of America Issue 13 0 Version 9500 ...