NEC 2000 IPS manual Immediate Customer Callback, Scheduled Callbacks, Internet Initiated Callbacks

Chapter 12 Automatic Call Distribution with MIS

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.

Page 12- 16	UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
	Issue 6