Chapter 12 Automatic Call Distribution with MIS
UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide Page 12- 15
Issue 6
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.