NEC 2000 IPS manual QueWorX 4.0 Licensed Applications, QueWorX 4.0 Features, Auto Attendant

Chapter 12 Automatic Call Distribution with MIS

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 UNIVERGE NEAX 2000 IPS

and UNIVERGE NEAX 2400 IPX 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 Dterm 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.

UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide	Page 12- 15
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