NEC Univerge SV8100 Features And Specifications Manual page 1475

UNIVERGE SV8100 Issue 7.0
The Q-Email Module
This module integrates the telephone system with the email server for a blended call center where
configured skill profiles determine which agent should receive the call. The administration can specify
the time to recover and present the unanswered emails to another available agent, restrict the number of
concurrent emails each agent can handle, and determine whether or not an agent is allowed to receive
an email while on a queue telephone call. NEC professional services are frequently required to support
the initial deployment of this module.
For additional information, please refer to the Q-Email Whitepaper and product manual.
The Q-Web Module
This module provides web users an Internet form that generates the request for either an agent callback
or a web chat. Q-Web Callback presents the agent with a text message to initiate a telephone call back
to the web user. Q-Web Chat is a direct text-based interaction between the agent and the external web
user. Both modules allow customer contacts from an Internet Web site to be blended with other
customer contact activities, such as Telephone Calls and Queue emails. NEC professional services are
frequently required to support the initial deployment of this module.
For additional information, please refer to the Q-Web Callback and Q-Web Chat Whitepapers and
product manuals.
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.
UCB (Unified Communications for Business) 2 - 1447