Que worx4.0 – NEC NEAX NDA-24349 User Manual
Page 254
Chapter 12 Automatic Call Distribution with MIS
Page 12- 14
NEAX 2000 IPS
Request for Proposal (RFP) Reference Guide
NDA-24349, Issue 4
QueWorX4.0
QueWorX
®
4.0
is a suite of customer service and productivity-oriented applications. QueWorX
utilizes NEC’s CTI link, “Infolink” to deliver advanced applications to contact centers
These advanced applications are tightly integrated and specially designed to work in
conjunction with NEC’s CallCenterWorX ACD applications for both NEAX 2000 and NEAX
2400 systems. QueWorX integrates with CallCenterWorX-Enterprise (I), & CallCenterWorX
ACD 3.0 for Business & Enterprise. QueWorX provides the same features and functionality
regardless of the ACD platform it accompanies. In addition, QueWorX may be installed on the
same server as the CallCenterWorX ACD 3.0 for Business or Enterprise.
QueWorX 4.0 Licensed Applications
Automated
Attendant
Immediate
Callback
Scheduled
Callback
Web (Internet) Callback
Estimated Time to Answer
Queue
Depth
ANI/Are Code Routing
Account Code Routing
Screen
Pop
Soft
Phone
QueWorX 4.0 Features:
Modular
Licensing
Multilingual
Announcements
Global Repeat Verification
Customer Profile Records Database
Unlimited Multi-level Automated Attendants
Customizable
Announcements
Customizable
Reports
The above items are detailed below:
Auto Attendant
The Auto-Attendant provides basic call routing functions to the caller. The caller receives a message
with up to ten call routing options and the caller presses a key to initiate a selection. The caller’s
selection is processed as a transfer to a destination. Additional menu choices are available for
customers with the multi-level automated attendant. The caller may be prompted for Account Code or
User ID, which will then be displayed on the agent’s D
term
phone as the call arrives. Alternatively, the
Account Code or User ID may appear in the QueWorX Agent Screen Pop. This allows the agent to
begin accessing a customer’s profile while greeting the caller.