NEC 2000 IPS manual Screen Pop, Soft Phone, Multilingual Announcements, Global Repeat Verification

Chapter 12 Automatic Call Distribution with MIS

Screen Pop

Provides an application that is installed at each agent’s desktop. Agents can log into QueWorX and the CallCenterWorX system via this application. Customer information provided in the Customer Profile Records Database can be displayed in the form of a ‘pop-up’ at each agent’s desktop as calls are received. Additionally, the softphone capabilities of this application can be utilized to allow agents to enter break mode, ready mode, enter tally codes, etc. right from the computers.

Soft Phone

Using the agent Soft phone application from the agent client PC, the agent has the ability to:

Answer the incoming Call

Release (disconnect) the Call

Set Break Mode

Tally the Call

Transfer the Call

Conference the Call

Place the Call on Hold

Retrieve a Call on Hold

Multilingual Announcements

Up to seven (7) language sets can be configured and recorded in QueWorX. Each set is selected based on pilot number to accommodate multilingual applications. For example, a pilot may be defined to send calls to a group of agents who support Spanish-speaking customers.

Global Repeat Verification

This feature allows callers to verify their customer input, such as account number of callback number. This feature helps ensure the proper handling of customer calls.

Customer Profile Records Database

The profile contains information specific to each customer. This information is used to display pertinent customer information to agents via the QueWorX Agent screen pop application.

Unlimited Multi-Level Automated Attendant

Up to 10 menu options and unlimited levels are recorded and offered to customers. With this option, customers can provide more options for callers. Multiple levels allow callers to provide more detailed routing. For example, when the PBX option is chosen from the menu, callers may receive additional selection choices, such as “For NEAX 2000 press 1, for NEAX 2400, press 2”, and so on up to 5 levels deep. Up to 10 distinct automated attendants can be configured to accommodate multiple customer menus. Calls can be routed via the automated attendant to selected departments or groups of agents.

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