NEC 2000 IPS CallCenterWorX ACD 3.0 for Business, Immediate Overflow ACD, Priority Queuing ACD

Chapter 12 Automatic Call Distribution with MIS

Immediate Overflow – ACD

This feature allows a call directed to an ACD group to immediately overflow to another ACD group, upon encountering an “all agents busy” condition.

Priority Queuing – ACD

This feature allows the system to prioritize incoming calls by trunk route and on a per station basis, when the call enters an ACD queue. When a call is a considered as priority it is placed at the beginning of the queue.

Queue Size Control–ACD

On incoming DID/Tie line calls the system can be assigned a threshold that limits the number of calls in queue. When the queue size threshold is exceeded, incoming callers are connected to busy tone.

Silent Monitor – ACD

This feature provides the ACD group supervisor with the ability to monitor a call to an ACD agent. The silent monitor function gives no indication (as an option) to either the agent or the calling party.

Note: The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone conversations or other sound activities, whether or not contemporaneous with its transmission, may be illegal in certain circumstances under federal or state laws. Legal advice should be sought prior to implementing any practice that monitors or records any telephone conversation. Some federal and state laws require some form of notification to all parties to the telephone conversation, such as using a beep tone or other notification methods or require the consent of all parties to the telephone conversation, prior to monitoring or recording a telephone conversation. Some of these laws incorporate strict penalties.

CallCenterWorX ACD 3.0 for Business

CallCenterWorX ACD 3.0 for Business is a suite of hardware and software solutions that are focused on customer care. Included are the Automatic Call Distribution (ACD) system and the Management Information System (MIS), elements that streamline call flow and workflow. Its routing capabilities allow businesses to connect callers with the most appropriately skilled agents in the shortest time possible, minimizing a caller’s wait for assistance and improving customer satisfaction. Its real-time and historical reporting abilities provide call center managers and supervisors a tool for maximizing agent productivity, assuring quality performance in handling the incoming and outgoing call volume in the call center. CallCenterWorX-Business helps businesses make a good first impression on new customers, better manage existing customer relationships, and inspire customer loyalty, leading to increased revenue potential.

CallCenterWorX ACD 3.0 for Business is a Microsoft Windows® based software system that enables you to efficiently manage your call center. It does so by providing a complete and flexible feature set, allowing you to customize the ACD based on your particular business

needs. In addition, it provides a powerful Graphical User Interface (GUI) to a UNIVERGE NEAX 2000 IPS ACD System that allows you to program additions, deletions, and changes via your computer. You can also query and print ACD data from CallCenterWorX.

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