NEC Univerge SV8100 Features And Specifications Manual page 1508

Issue 8.01 UNIVERGE SV8100
Telephone calls (incoming DIT, ANA, DID, CO, or ring Transfer) terminate to a programmed queue.
Each queue is programmed as a virtual extension so the number of queues depends on the total number
of virtual extensions in the SV8100 system. Any agent can take calls from any queue, based on
customer Caller ID, agent skills, or routing choices made using the UCB graphical user interface (GUI)
administration tool. UCB delivers the incoming call either to the agent that has been idle the longest or
in accordance with a programmed preference level. Consideration can be made for concurrent activity
by the agent on other medias (for example, queue Telephone calls can be blocked when the agent is
currently engaged in a Web Chat with another customer).
Refer to the Q-Control product manual for additional information.
The UCB Announce Module
This module helps improve customer service levels and reduce abandonment rates to improve the
effectiveness of the customer contact center. Up to 99 queue progress announcements can be defined
for each queue to provide Estimated Time To Answer (ETA) and position in queue (PIQ) that update
dynamically to keep the customer informed of the progress while waiting in queue. The customer can
control the Announce module using the GUI Administration tool on their PC desktop. Queue specific
delay messages can be prerecorded and real-time customer announcements can be made.
An example follows:
When you are calling about a problem with your email, please be aware that we are currently working to
resolve a problem with the email server; we expect to have this resolved by midday. When you require
assistance for another matter please hold for the first available team member.
For additional information, refer to the Q-Announce product manual.
The Q-Callback Module
This module enhances the Q-Announce Module to give a customer waiting in queue the option of
leaving a callback request. This helps to both reduce abandonment and balance call center workloads
during peak periods. Q-Callback takes the telephone number and a message and allows the caller to
drop out of queue. The callback request becomes a virtual call, and when an agent becomes available,
the call is returned to the customer. When the customer is unavailable when the agent calls back, the
request is scheduled again and the original caller message, complete with callback attempt history, is
presented to another agent at a later date and time. Callbacks and Callback attempts are tracked and
extensively incorporated in the Q-Reports. Q-Callback is commonly used to allow customers to leave
messages during CSR team meetings and after call center normal business hours. Customer requests
are queued and agents can address requests as soon as they log in.
For additional information refer to the Q-Callback product manual.
2 - 1480 UCB (Unified Communications for Business)