UNIVERGE SV8100 Issue 1.0
SV8100 Features and Specifications Manual 2 - 1145
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.
Monitoring (Barge-In)
The supervisor can monitor agent calls using a key operation on the supervisor terminal. The conference
LED can be on or off depending on programming for each terminal involved during monitoring.
Conditions
General:
When a call is transferred to the ACD Pilot number using a call appearance key, the LED for
that key remains on until the UCB answers the call in typically 1~5 seconds depending on
the traffic volume.
Call forward and DND do not affect calls offered from UCB. An agent with these functions
set is still delivered a queue call.
A default alert tone (that can be disabled in system programming) is provided for barge-in
monitoring.
An agent in an ACD queue can log out to prevent receiving ACD calls. The station user can
then originate calls or receive calls directed to the station number but cannot receive calls
from the ACD queue.
An agent can log on/off from the telephone using the UCB Analog Login feature. The agent
dials the analog login number and is answered and prompted for the Agent login ID.
Restrictions:
Incoming ACD queue calls cannot be received when the agent is on break; a queue depth
parameter allows calls to deliver through Worktime when callers have been waiting longer
than the prescribed threshold.
When an ACD queue call is being offered to an agent and the agent receives a non-ACD
call, the queue call is recalled and offered to the next available agent.
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