Chapter 12 Automatic Call Distribution with MIS
Page 12- 16 UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
Issue 6
Immediate Customer Callback
This feature allows callers, based on their estimated time to answer, to elect to receive a callback from
an agent instead of waiting in queue. By entering their telephone number and recording a brief
message, their call will remain in queue until an agent becomes available, even though they have hung
up. The QueWorX system will automatically dial the number entered by the caller when the agent
receives the call. Bonus: The contact center does not incur toll charges for the time call remains in
queue awaiting a callback.
Scheduled Callbacks
This feature allows callers to determine when an agent calls them back. This feature brings a new level
of flexibility to the immediate callback feature, allowing customers to determine interactions with the
contact center based on their timetable.
Internet Initiated Callbacks
This feature allows customers to request a callback from an agent while browsing the organization's
Web site. Requests for callback will be placed into queue as are voice calls. When agents become
available, they will receive a screen pop with collected customer information and URL information.
Estimated Time to Answer (ETA)
QueWorX can provide a caller with information on the wait time expected before an agent answers the
call. An announcement will only be provided if the actual ETA falls within the programmed parameter
thresholds. Announcements can be provided in three variations stating a number of minutes and
seconds (“approximately 2 minutes and 45 seconds”), only a number of minutes (“approximately 2
minutes”) or a maximum number of minutes (“less than 3 minutes”).
Queue Depth
QueWorX can provide an announcement indicating how many callers are ahead of a caller in the
queue. Threshold settings are set within the system to determine when to offer this announcement to
callers. For example the 2nd through 15th caller may hear their position within the queue, such as “The
are5 callers ahead of you”. Any caller falling outside of this range would not hear the announcement.
ANI / Area Code Routing
This feature allows calls to be routed based on one or a combination of the following factors – ANI
(Automatic Number Identification), Account Code, Area Code. This feature allows callers to be routed
based on a match of any of these criteria. For example, callers may be prompted to enter their account
number as they enter the system. Based on a match by the QueWorX system, their call may be
redirected to a group of agents (or their personal agent) at a higher priority.
Account Code Routing
This feature allows the system to route a caller to a specific split or agent based on Account Code.