NEC Univerge SV8100 Features And Specifications Manual page 1165

UNIVERGE SV8100
The Q-IVR Module
This optional module allows customer self-help solutions to be implemented. IVR voice prompts are
administered using the standard UCB Administration GUI tool, and call flows are implemented as
customer-specific professional services using Java Script or Visual Basic coding. Customer information
(for example, account numbers) can be passed to an agent where personal assistance is required.
Queue statistics can be reported using the Q-Reports application, and detailed call flow reporting can be
incorporated in the call flow scripting when required. Please contact the NEC sales support team for
assistance with quotations for this module, and for more information refer to the Q-IVR Whitepaper and
product manual.
The Q-Outdial Application
This application allows significant improvement to agent productivity by blending outbound customer calls
with incoming customer contact activity, reducing agent reluctance between calls, and managing
customer call campaigns. Call lists can be imported from a formatted .CSV/text file or scheduled to be
dynamically pulled from a live database based on a schedule. Campaigns can be Prevue Dial (agents
can review information and then click to dial) or Power Dial (agent telephone is presented with a call and
the telephone number is automatically dialed without delay). NEC professional services are frequently
required to support the initial deployment of this module. For additional information, please refer to the Q-
Outdial Whitepaper and product manual.
One unique aspect of the UCB solution is support for migration directly to the NEC IPS or IPX telephone
system when customer requirements change, and they need more than the 60-agent limit of the
UNIVERGE SV8100 system (Maximum of 64 trunks are supported). Customers that upgrade can retain
all their end-user environmental tools, including the Q-Desktop GUI application and in some cases the
physical telephone set.
The Voice Messaging Module
This module adds a voicemail function to the UCB suite. Voice messaging allows the user to customize
voicemail greetings based on current availability, personalize greetings for specific callers, inform callers
about their availability based on an Outlook Calendar, receive voicemail notification in Microsoft Outlook,
remotely manage greetings and manage voicemail settings from their computer desk top. Voice
messaging is modular, giving the customer flexibility to choose components that best fit their
organizational needs. For additional information, refer to the Voice messaging product manual.
Conditions
General:
The UCB connects to the customer LAN using a standard RJ45 Ethernet adapter; a patch
cable should be provisioned from the telephone system to the LAN data switch prior to
installation.
The end-user GUI software for Administration, Reports, and real-time agent status is
installed to an existing customer file server and is accessed using a shortcut from the
desktop of the Agent Client PC.
The client software and the server communicate using TCP/IP; the customer network should
support this network protocol before implementation (most do).
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