Technical data

Hunt Groups 1-104
Chapter 1: Basic System Features
SBX IP Programming & Operations Guide
Supervisor
• Supervisor Login/Logout - Each UCD group can be assigned a separate supervisor.
• There are three special features available to a supervisor:
- Supervisor Monitor - This allows an UCD supervisor to monitor an agent's call in
progress, or to provide assistance. When used, a supervisor may intrude into an
agent's call in "listen only" mode or in a conference mode (with 2-way audio). A
warning tone can be enabled or disabled.
- Reroute Queued Call - The supervisor can reroute a queued call to another
destination.
- Database Assignment - The supervisor can change the overflow destination, overflow
time, and wrap-up time.
Reports
• Reports are based on the supervisor's request for the UCD group, including the following
group statistics:
- Total calls
- Number of unanswered calls
- Average and the longest queued calls
- Number and total time when all agents are busy
- Average ringing time before answer
- Average service time after answer
• The user can print an RS-232C statistics report in order to periodically review the same
group status as seen by the UCD supervisor.
• If UCD Print Enable is set to ON, the statistic report is printed periodically (see ADMIN
PROGRAMMING on 1-103).
Voice Mail Announcements
• Announcements can be assigned to provide different messages to each UCD group.
• Announcements can be programmed to play for incoming calls to a group where all
stations are busy.
• First, second, and guaranteed announcements can be assigned.
• A guaranteed announcement can be used by assigning a value of 0 seconds to the first
announcement.
General
• The supervisor should assign an {UCD} flex button (see OPERATION / SETUP on 1-108).
Release 3.5
June 2010