UNIVERGE SV8100 Issue 11.0UCB (Unified Communications for Business) 2 - 1607Restrictions: Incoming ACD queue calls cannot be received when the agent is on break; a queue depthparameter allows calls to deliver through Worktime when callers have been waiting longerthan the prescribed threshold. When an ACD queue call is being offered to an agent and the agent receives a non-ACDcall, the queue call is recalled and offered to the next available agent. SLT, SIP DECT, and third-party SIP phones can not be agents.Announcement FunctionDescriptionThere are no Default announcements, Progress announcements, or Position in Queue announcementsfor the UCB. Each announcement can be recorded either using the Administrator application audioeditor with audio recorded from the telephone or PC microphone or by importing it from .WAV or .VOXfiles. Optimum recording settings for studio recordings are available in the online help. Eachannouncement can be used by any queue. Each announcement can be edited using the AdministratorGUI .WAV editor to delete or paste audio content. All announcements are stored in the UCB internaldatabase.ConditionsGeneral: When all agents in the ACD queue are busy, the caller waits in queue until an agentbecomes available. In addition to MOH, the caller can receive Welcome and Please Holdprogress announcements that can include Position in Queue and Estimated Time toAnswer. Each caller hears every announcement from the beginning; an optional system-wide settingallows callers hearing delay messages to be interrupted and delivered to an agent whenone becomes available during a queue progress announcement.Restrictions When all UCB ports are busy, the caller continues to hear ringback or MOH until a UCB portbecomes available. The number of licensed Q-Announce ports determines the number ofavailable ports. UCB exception reporting allows auditing of how often callers had to wait foran announcement port to become available. A maximum of 64 trunks can be queued up waiting for agents at one time.
