Issue 12.0 UNIVERGE SV81002 - 1648 UCB (Unified Communications for Business) 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 orhigher 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 phonemust be set to 1 (CTI Special).Call ProcessingDescriptionAbandoned Call SearchAbandoned incoming calls are not connected to agent positions. The system removes them from thequeue on trunks that provide calling party disconnect supervision. Q-Reports can be run to providedetails of queue abandonment including time of arrival, wait time and (subject to trunk type and telcoservices provided) Caller Line Identification (CLI/ANI).Call Transfer to ACD QueueTrunk calls that terminate to a normal station, ACD agent, or supervisor can be transferred to an ACDqueue. Calls must be blind transferred to the queue (the transferring party cannot wait with the caller online and announce the caller). In some cases, transferred calls may create an extra call record; toensure accuracy of reporting, the transfer timer or minimum abandon timer must be configured in theAdministrator.QueuingWhen no agents are available, all incoming calls for ACD queues are placed in the queue that providesfirst in/first out call processing. This can be overridden (higher or lower priority) based on eithercustomer PIN entry or ANI/CLI recognition. UCB skills-based routing (SBR) allows an agent to take callsfrom any queue; each queue is defined with a relative priority that can escalate over time. Unlike manyACD systems, UCB does not escalate caller priority by moving calls from one queue to another; insteadmore agents become available to answer the call as it gets older. Reporting is based on the one queue.Pilot NumbersA system-programmed pilot number is the entry point for callers to an ACD queue. The Pilot numbercorresponds to a virtual extension in the SV8100 system. Each Queue has an individual virtualextension.
