NEC Univerge SV8100 Features And Specifications Manual page 1673

UNIVERGE SV8100 Issue 12.0
The Desktop Application
This application interfaces the agent with the multimedia contact center and provides a real-time
indication of contact center activity. Details include the number of calls in queue (including individual
Caller ID and wait time) and the number and status of agents available to answer calls from each queue.
Q-Desktop also provides after call resolution or wrap-up.
For additional information, refer to the Q-Desktop product manual.
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, 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, 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.
UCB (Unified Communications for Business) 2 - 1643