Callcenterworx Acd 3.0 For Business - NEC UNIVERGE NEAX 2000 IPS Reference Manual

Chapter 12 Automatic Call Distribution with MIS
Immediate Overflow – ACD
This feature allows a call directed to an ACD group to immediately overflow to another ACD group,
upon encountering an "all agents busy" condition.
Priority Queuing – ACD
This feature allows the system to prioritize incoming calls by trunk route and on a per station basis,
when the call enters an ACD queue. When a call is a considered as priority it is placed at the beginning
of the queue.
Queue Size Control–ACD
On incoming DID/Tie line calls the system can be assigned a threshold that limits the number of calls in
queue. When the queue size threshold is exceeded, incoming callers are connected to busy tone.
Silent Monitor – ACD
This feature provides the ACD group supervisor with the ability to monitor a call to an ACD agent. The
silent monitor function gives no indication (as an option) to either the agent or the calling party.
Note: The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone
conversations or other sound activities, whether or not contemporaneous with its transmission, may be illegal in
certain circumstances under federal or state laws. Legal advice should be sought prior to implementing any
practice that monitors or records any telephone conversation. Some federal and state laws require some form of
notification to all parties to the telephone conversation, such as using a beep tone or other notification methods or
require the consent of all parties to the telephone conversation, prior to monitoring or recording a telephone
conversation. Some of these laws incorporate strict penalties.

CallCenterWorX ACD 3.0 for Business

CallCenterWorX ACD 3.0 for Business is a suite of hardware and software solutions that are
focused on customer care. Included are the Automatic Call Distribution (ACD) system and the
Management Information System (MIS), elements that streamline call flow and workflow. Its
routing capabilities allow businesses to connect callers with the most appropriately skilled
agents in the shortest time possible, minimizing a caller's wait for assistance and improving
customer satisfaction. Its real-time and historical reporting abilities provide call center
managers and supervisors a tool for maximizing agent productivity, assuring quality
performance in handling the incoming and outgoing call volume in the call center.
CallCenterWorX-Business helps businesses make a good first impression on new customers,
better manage existing customer relationships, and inspire customer loyalty, leading to
increased revenue potential.
®
CallCenterWorX ACD 3.0 for Business is a Microsoft Windows based software system that
enables you to efficiently manage your call center. It does so by providing a complete and
flexible feature set, allowing you to customize the ACD based on your particular business
needs. In addition, it provides a powerful Graphical User Interface (GUI) to a
U
NIVERGE
NEAX
2000 IPS ACD System that allows you to program additions, deletions, and changes via your
computer. You can also query and print ACD data from CallCenterWorX.
UNIVERGE 2000 IPS Request for Proposal (RFP) Reference Guide Page 12- 3
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