Issue 13.0 UNIVERGE SV81002 - 1704 UCB (Unified Communications for Business)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.Voicemail FunctionDescriptionUser mailboxes are assigned to a mailbox class that defines a maximum number of new, saved, anddeleted messages that the mailbox can contain and the number of days before purging each type ofmessage.There are Company and User mailboxes. The company mailbox defines the main greeting, companyschedule, and available default one touch keys. User mailboxes are for individuals and can havecustomized settings that can be changed anytime from the Administrator GUI, user computer desktop, orthe telephone interface.ProfilesMailboxes can be configured with several different User Profiles. The Profile defines the greeting to beplayed to callers, available one touch keys, and whether or not it sets the user’s telephone to CallForward – All Call to the telephone voicemail. The mailbox can then be scheduled to follow differentprofiles at different times of day. Mailboxes can also be configured with Caller Profiles that define thegreeting to be played for specific callers based on Caller ID. These specific callers can be greeted witha different greeting and different one touch options.
