NEC UNIVERGE NEAX 2000 IPS - Manual (Page 241)

Chapter 12 Automatic Call Distribution with MIS
UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide Page 12- 17
Issue 6
Screen Pop
Provides an application that is installed at each agent’s desktop. Agents can log into QueWorX and the
CallCenterWorX system via this application. Customer information provided in the Customer Profile
Records Database can be displayed in the form of a ‘pop-up’ at each agent’s desktop as calls are
received. Additionally, the softphone capabilities of this application can be utilized to allow agents to
enter break mode, ready mode, enter tally codes, etc. right from the computers
.
Soft Phone
Using the agent Soft phone application from the agent client PC, the agent has the ability to:
Answer the incoming Call
Release (disconnect) the Call
Set Break Mode
Tally the Call
Transfer the Call
Conference the Call
Place the Call on Hold
Retrieve a Call on Hold
Multilingual Announcements
Up to seven (7) language sets can be configured and recorded in QueWorX. Each set is selected
based on pilot number to accommodate multilingual applications. For example, a pilot may be defined
to send calls to a group of agents who support Spanish-speaking customers
.
Global Repeat Verification
This feature allows callers to verify their customer input, such as account number of callback number.
This feature helps ensure the proper handling of customer calls.
Customer Profile Records Database
The profile contains information specific to each customer. This information is used to display pertinent
customer information to agents via the QueWorX Agent screen pop application.
Unlimited Multi-Level Automated Attendant
Up to 10 menu options and unlimited levels are recorded and offered to customers. With this option,
customers can provide more options for callers. Multiple levels allow callers to provide more detailed
routing. For example, when the PBX option is chosen from the menu, callers may receive additional
selection choices, such as “For NEAX 2000 press 1, for NEAX 2400, press 2”, and so on up to 5 levels
deep. Up to 10 distinct automated attendants can be configured to accommodate multiple customer
menus. Calls can be routed via the automated attendant to selected departments or groups of agents.