NEC Electra Elite IPK General Description Manual page 79

Electra Elite IPK
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General Description Manual
E L I T E A P P S – I n t e r a c t i v e V o i c e R e s p o n s e
This system can be used as a man-machine interface that uses scripting
language to play prompts that guide a caller to select different available
options using a touchtone telephone key pad (DTMF tones). A technician
can program the prompts using the scripting language, and scripts can be
generated manually or by using the provided EliteApps IVR Visual Editor.
The scripts can access any Open Database Connectivity (ODBC) compliant
database using Structured Query Language (SQL) commands. The
database can either be stored on the hard drive that is installed on the
VMP(4)/(8)-U( ) ETU or on a separate database server. The IVR accesses
the separate database server using ODBC connections on the Ethernet
network. R3000 or higher is required.
The programmable IVR uses ODBC connections to completely customize all
call flow data and information anytime. The IVR can be remotely monitored
and configured using a LAN or WAN network in a totally secure environment.
E L I T E A P P S – P C A T T E N D A N T
This feature allows easy access to the most common functions required by
an operator or receptionist. Using this application, the attendant can
manage call handling without having to switch attention between the
telephone and PC. A company directory, recording ability, and PC-to-PC
messaging provide additional aids to the attendant position.
R1500 or higher is required.
With R1500 or higher, a Real Time Display (RTD) feature has been added
that provides real time queue and agent information to the agent desktop
and serves as a cost effective alternative to expensive wall displays. Text
messages can be sent to agents or groups of agents.
When 5-, 6-, or 7-digit station numbers are used, this feature is unavailable.
E l i t e Q - M a s t e r
This feature is a modular multimedia Contact Center solution that provides
skilled-based routing (SBR) and blends customer contacts using Telephone,
Email, Web Callback, and Web chat. Starter Packs incorporate the EliteMail
CTI ETU to provide the basic hardware platform. A Windows 2000 PC with
voice ports inside the Electra Elite IPK telephone system comes with the
core Administration and Reports modules installed.
Elite Q-Master supports up to 60 concurrent Agents and Supervisors (9999
agents can be defined, but only 60 can be active at one time). Telephone
calls (incoming DIT, ANA, DID, CO, or ring Transfer) terminate to a
programmed queue (Up to 32 queues are supported). R2000 or higher is
required.
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