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NEC NEAX 2000 IPS Specialists! The UNIVERGE™ NEAX® 2000 IPS is a full-featured IP-based communications system. It provides pure voice-over-IP (VoIP) peer-to-peer connections across corporate local and wide area networks (LAN/WAN) and also supports time division switching (TDM).
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Chapter 11 Open Application Interface
If the user simply wishes to find someone internal to the company they can use the corporate directory. Clicking on the telephone icon next to the person will dial that person. Dialing rules are applied automatically. Other numbers can be stored and displayed this way, as well as email and pager. These fields just like Desktop can be masked from certain users. Searching can be done by entering a letter combination and hitting GO. You can search by Full Name, Last Name, First Name, or Extension. In addition to the corporate directory, each user gets a
Personal Directory. This directory is stored on the server, but is only accessible by that user and operates the same way as the Corporate Directory. The Personal Directory will also support importing from a CSV (comma separated values) text file. PCA also includes the ability to synchronize the user’s Personal Directory with their Outlook Contacts. The mappings of the fields are controlled by an XML file (mappings.xml in the PCA directory) which is easily modified to suit the individual’s needs.
PCA: Limiting User Views
Occasionally it is necessary to make certain fields un-available except by certain users. For example, the company may not wish fornon-executives to have access to employee home phones. Because of this, the OpenWorX administrator can put the login Ids of Desktop users into groups that do not allow the viewing of specific fields.
PCA: OpenWorX Desktop
Desktop is now a part of Personal Call Assistant as a standard feature. Desktop is designed for general day-to-day UNIVERGE NEAX 2000 IPS users who have a PC with a web browser. No application installation needs to take place on the PC. Access is directly via the web.
Desktop Directory
The user can look up individuals within the company directory, and access their speed dials. From each, they can dial, and from within the corporate directory, a user may send a Short Text Message (if STM is installed), email, or OpenWorX Message.
Personal Directory
In addition to the standard OpenWorX corporate directory, Desktop gives users an additional Personal Directory. The Personal Directory is different for each individual user, but the Corporate Directory is common among all users. For example, the user could have an entry for their Mother, and it would only be for use with their individual phone.
Desktop Call History
The lists of calls that have been received by the phone are displayed in the “Inbound” Section of this screen. The number, Name, and Date are included. The Name is only included if there is a match for the number in the database. The user can also click on the telephone handset icon next to the number to return the call from their Dterm set.
In addition to searching the corporate directory, ICA will now search the Personal Directory of that station as well. For example, if 214-555-1111 calls one individual who has “Mom” defined in their Personal Directory for that number, the ICA pop and record in Desktop will say “Mom”. For another person who does not have “Mom” defined in their Personal Directory, no name will be attached, or can also have a different number defined for “Mom. ICA also indicates the phone type found in the Personal contact, using appending“-H” for home,“-M” for mobile or wireless, and“-W” for any business line.
The “Outbound” section is similar to the “Inbound” section, except it records calls made (by Manual Dialing, OpenWorX Dterm Applications, Desktop, or TAPI) at the telephone, not calls received.
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Chapter 11 Open Application Interface
Desktop Location Status
With Desktop, the user can set their status, including return date, return time, and alternate number with the click of a mouse. In addition, Desktop allows for the use of Custom statuses, instead of only the 10 predefined messages available via Dterm operation.
Desktop Message Reader
Previous to Desktop, the only way for an individual to check messages sent by Message Reader was by using the key on the Dterm, or by calling the attendant and having the message read back to them. Now, the user can use a Web Browser with Desktop to check their messages. Also, as mentioned in the Directory section, the user may send these messages to other users of Message Reader. No longer is it just the attendants who can send messages. The message can also include a number and the Desktop user simply needs to click on the telephone handset icon next to the number to return the call from their Dterm set.
PCA: OpenWorX INASET
The INASET is now a part of Personal Call Assistant as a standard feature. NEC’s INASET is a powerful IP terminal and is enhanced even further by the addition of the OpenWorX application suite. This suite enables INASET Application Services mode, adding a great deal of features and functionality.
Home Application
This is the base application that is loaded directly to the INASET’s memory. It allows for the basic functionality expected from a standard IP Dterm. The main difference a user will notice with this screen is the different application control buttons at the bottom of the INASET screen. Without OpenWorX, these buttons are static and controlled by the INASET’s local memory. With the addition of the OpenWorX Network Services mode, the server configures these buttons. The modification of a simple XML file on the server is all that is required to move, add, or delete additional application buttons. These additional application buttons can be used for many things, such as custom developed applications and direct links to web sites.
Corporate Directory
The Corporate Directory pulls the information directly from the OpenWorX Employee database. The user can search for specific people and dial using this directory. Once found in the directory the user may also send a text message (if Message Reader is installed), send a Short Text Message to their wireless PSIII (if Short Text Messaging is installed), or simply view the entry to see other information or alternatedial-able numbers.
Location Status
This interface allows the user to set their status in the OpenWorX database. It is then accessible by the operator. Also when another Dterm user calls the person, they will receive their status on their Dterm display, along with Return Time, and Alternate Number if provided.
Message Reader
Message Reader allows the user to read messages sent to them by the operator or other users.
OpenWorX: Name Display
Name Display is an application that synchronizes the UNIVERGE NEAX 2000 IPS name database with the employee portion of the OpenWorX Database. This sync is real time.
In the case of two people sharing a single extension, the application will search through, Department, Division, and Company in that order. The first one that matches for both employees will be the one displayed.
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Chapter 11 Open Application Interface
OpenWorX: Multiple CCIS Node Configuration
OpenWorX is capable of hosting applications for multiple UNIVERGE NEAX 2000 IPS systems on a single server. All instances of this require a viable OAI connection between the
OpenWorX server and the UNIVERGE NEAX 2000 IPS. See the bandwidth requirements list previously in this chapter to make sure your connection is sufficient.
The applications once equipped with the remote TCP/IP connection and multi-node software operate as if they are in a singleUNIVERGE NEAX 2000 IPS, except where noted below.
BAS: CCIS Network Information
The Business Attendant System can run in a CCIS network environment with the following limitations. Calls transferred from the BAS Client across a CCIS Link will not recall to the BAS operator. Using multi-node capabilities, the operator can now view station data via the directory or speed dials to extensions in other IPS systems. The other IPS systems must have OAI and a TCP/IP connection back to the OpenWorX server. Additional OpenWorX software is also required per IPS to be added on the server.
Business Receptionist: CCIS Network Information
The Business Receptionist can run in a CCIS network environment with the following limitations.
Calls transferred from the Business Receptionist across a CCIS Link will not recall to the operator.
The Dterm across a CCIS Link cannot be monitored by the Business Receptionist system and the monitored speed dials and status checks in the directory will not function for those extensions.
The system will force supervised transfers to CCIS extensions to ensure callers do not get transferred to a busy remote extension.
The message-waiting lamp cannot be controlled on a remote Dterm.
Note: Business Receptionist does not have the samemulti-node capability that BAS does
OAI Application Software Development
For users wishing to develop their own applications, NEC offers a complete library of development tools. For further information, contact the OAI Product Manager.
System Specifications
Required Equipment for OAI
Equipment | Description | Remarks | ||
MP Card | 1 | One card per system Mount on | ||
1 | PIM0 | |||
Ethernet Control Card | Mount on MP card One card per | |||
As | MP | |||
• | Cable length: | |||
Cable between Ethernet | required | Maximum 100 m (328 ft.) | ||
• | Card and LAN |
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Automatic Call Distribution (ACD)
An Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a prearranged group of stations. Calls are distributed in the order of arrival to idle terminals within the group, based on which terminal has been idle the longest period of time. Stations may log on/log off from the ACD group. Supervisor stations may monitor conversations of agents.
In addition to basic ACD, NEC has a Microsoft® Windows 2000 Professional, Windows 2000
Advanced Server or Windows 2003 Server ACD/MIS system (CallCenterWorX | ACD/MIS) |
that enables a user to efficiently manage a call center. NEC offers an Infolink | Application |
(QueWorX ) that provides IVR, Internet and Desktop integration forUNIVERGE NEAX 2000 IPS Call Centers. Finally,Q-Master which offers a modular call center environment allowing for more flexible options by choosing just the application needed.
The MIS system analyses statistical data received from the ACD, displays real-time activity screens, and generates and prints graphs and reports of the activity.
Basic ACD
The UNIVERGE NEAX 2000 IPS has basic ACD that comes standard with any basic system package.
Service Conditions
1.A maximum of 16 ACD groups can be assigned per system. Each ACD group is assigned a pilot number. Calls directed to the pilot number are directed to that ACD group.
2.The maximum number of stations in an ACD group is 60. The maximum number of ACD groups in the system is 16. If ACD-MIS is used, the maximum number of ACD stations is 60.
3.Assignment of ACD groups is performed from the Maintenance Administration Terminal (MAT) or Customer Administration Terminal (CAT).
4.ACD groups consist of a pilot station and one or more member stations. Hunting is initiated in a circular fashion, and then based on which member has been idle the longest period of time.
5.If all stations within the ACD group are busy, incoming calls may be serviced in the following ways: remain in queue until an agent becomes available (Ring back Tone provided)
immediately overflow to another group, to a station, or to the Attendant
![Neax Neax](/uploads/1/2/5/7/125735012/408039287.jpg)
remain in queue until an agent becomes available (Delay Announcement or Music on Hold provided)
remain in queue for a preset time (Ring back Tone, Delay Announcement, or Music on Hold provided), and then overflow to another group, to a station, or to the Attendant
6.When the pilot station has set Call Forwarding – All Calls, incoming calls to the ACD group will be
transferred to the destination of that Call Forwarding – All | Calls setting |
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Service Conditions (Cont)
7.An ACD group number can be used as the destination station of Direct Inward Termination (DIT), or as a designated Night Service station.
8.An ACD group number can be assigned as the destination station of Off-Hook Alarms, Priority Calls, and Attendant Night Transfer.
9.ACD group pilot numbers should not be placed in Station Hunting groups. The Station Hunting feature would take priority over the ACD function.
10.Two types of traffic measurements can be provided for ACD: a. ACD group Peg Count
Count of incoming calls
Count of answered calls
Count of abandoned calls
Count of waiting calls
Count of all busy calls
b. ACD station Peg count Count of answered calls
11.Upon initial installation, or after a system initialization (reset), each agent must lift and restore handset (of their station) to begin receiving calls for the ACD group.
Basic ACD Features
Busy In/Busy Out – ACD
This feature allows an agent in an ACD group to log their station onto or off of the group. This allows the system to control whether a call directed to the pilot number of the ACD group goes to that station or not. This prevents incoming calls from being directed to stations at which no agent is available.
Call Waiting Indication – ACD
This feature provides a visual indication when an incoming call to an ACD group is placed in queue, due to an “all agents busy” condition. On external relay controlled indicator or an LED on a Multiline Terminal can be used to provide Call Waiting Indication.
Delay Announcement – ACD
This feature allows the system to provide a recorded announcement to an incoming caller placed in queue to an ACD group. A single announcement, or two separate announcements, can be provided.
Hunt Past No Answer – ACD
This feature allows calls targeted at an ACD group to hunt past an agents station, after a no answer condition, if the agent forgets to log off of the group and the agent is unable (or not available) to answer the call.
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Chapter 12 Automatic Call Distribution with MIS
Immediate Overflow – ACD
This feature allows a call directed to an ACD group to immediately overflow to another ACD group, upon encountering an “all agents busy” condition.
Priority Queuing – ACD
This feature allows the system to prioritize incoming calls by trunk route and on a per station basis, when the call enters an ACD queue. When a call is a considered as priority it is placed at the beginning of the queue.
Queue Size Control–ACD
On incoming DID/Tie line calls the system can be assigned a threshold that limits the number of calls in queue. When the queue size threshold is exceeded, incoming callers are connected to busy tone.
Silent Monitor – ACD
This feature provides the ACD group supervisor with the ability to monitor a call to an ACD agent. The silent monitor function gives no indication (as an option) to either the agent or the calling party.
Note: The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone conversations or other sound activities, whether or not contemporaneous with its transmission, may be illegal in certain circumstances under federal or state laws. Legal advice should be sought prior to implementing any practice that monitors or records any telephone conversation. Some federal and state laws require some form of notification to all parties to the telephone conversation, such as using a beep tone or other notification methods or require the consent of all parties to the telephone conversation, prior to monitoring or recording a telephone conversation. Some of these laws incorporate strict penalties.
CallCenterWorX ACD 3.0 for Business
CallCenterWorX ACD 3.0 for Business is a suite of hardware and software solutions that are focused on customer care. Included are the Automatic Call Distribution (ACD) system and the Management Information System (MIS), elements that streamline call flow and workflow. Its routing capabilities allow businesses to connect callers with the most appropriately skilled agents in the shortest time possible, minimizing a caller’s wait for assistance and improving customer satisfaction. Itsreal-time and historical reporting abilities provide call center managers and supervisors a tool for maximizing agent productivity, assuring quality performance in handling the incoming and outgoing call volume in the call center.
CallCenterWorX ACD 3.0 for Business is a Microsoft Windows® based software system that enables you to efficiently manage your call center. It does so by providing a complete and flexible feature set, allowing you to customize the ACD based on your particular business
needs. In addition, it provides a powerful Graphical User Interface (GUI) to a UNIVERGE NEAX 2000 IPS ACD System that allows you to program additions, deletions, and changes via your computer. You can also query and print ACD data from CallCenterWorX.
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The CallCenterWorX ACD 3.0 for Business suite includes the Automatic Call Distribution
(ACD) system and the Management Information System (MIS 3.0). The ACD system supplements the call processing capabilities of the PBX, with typical call routing designed to connect each caller with the most appropriate agent to handle their call in the shortest time possible.
When the CallCenterWorX ACD system accepts a call, it can be configured to play a message to the caller and route the call in a pre-specified order to a queue of waiting calls for a particular split (group of agents). The queued call is then answered in sequence by the next available agent in that split. The Call Control Vectors of the CallCenterWorX ACD system allow great flexibility in routing calls, permitting alternate solutions to fit almost any situation.
As each call progresses through the system, the CallCenterWorX ACD system provides data to the CallCenterWorX MIS 3.0, which translates the call-handling data into meaningful statistics. The MIS uses these statistics to offer call center managers and supervisors access toreal-time and historical data concerning incoming and outgoing call volume.
The CallCenterWorX MIS Status Screens (Real-time Screens) providecolor-coded, up-to-the- second views of agent, queue, and system activity. Statistics on the call volume and agent effectiveness are computed inreal-time and are displayed for the current hour and day on supervisors’ screens. Optional wall display boards can show current statistics and messages to call center personnel.
The call statistics are also collected in the MIS database and used to generate reports in text or graphical format. These reports and graphs can be printed for a view of activities ranging from a graph updated in the last second to a retrospective report ranging back up to 1.5GB worth of data.
CallCenterWorX ACD Features
1.Runs on the Windows 2000 Professional operating system using Client/Server architecture, making information and processing directly available from the desktop interface.
The MAT Client as a remote PC runs on Windows 2000 Professional or Windows XP.
2.A capacity of 10 to 120 positions, depending upon licensing, application, and PBX platform.
3.Can support up to nine tenants.
4.Uses a GUI interface to make commands and controls easily accessible to the user.
5.Routes incoming calls using:
A system of priorities and call overflows designed to deliver calls rapidly and efficiently to the appropriate split or agent.
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6.Has dock able toolbars, which can be dragged to other locations on the working screen. The user can also build a personal toolbar of most frequently used icons.
7.Provides toolbar icons and tool tips for all MAT commands, for opening report views, and for online Help and context-sensitive Help.
8.Provides data entry screens with a choice of background color pattern for each screen.
Data entry screens can accept new data or revise previously entered data with immediate confirmation of the action. These screens list operational data in drop-down menus.
Each data entry screen can open to a report view showing the currently programmed data. The font style and size and the column headings in the report can be reset to suit your preference.
The report view can open to a print preview showing the report as it would be printed, and can send the report to a printer. A report can be saved to a data file, saved to a Microsoft Excel file, or exported to a Microsoft Access database.
9.An optional workbook area showing a tab for each open screen with the MAT command icon for that screen. A report icon on top of the command icon for those screens open to the report view.
Multiple screens can be open simultaneously. A screen is made the active screen by selecting the appropriate Workbook tab.
10.Has an optional status bar, which reflects the state of the active screen.
11.Supports 6 languages (English, Japanese, French, German, Italian and Spanish) for display to the agent’s Dterm position.
12.Uses a Trace Client to view ACD call processing on screen. CCV programming diagnostics let you monitor the call flow in real-time to design orre-engineer your installation.
13.ACD client MAT provides the ability to program multiple CallCenterWorX ACD`s from one GUI in a network
14.List-up includes the ability to view multiple reports and to export these reports in MS Access or MS Excel formats
15.Configuration of trunk group data and holiday calendar performed by single point and click interface
16.System Data configuration allows the ACD to be customized for specific features including Info link and MIS message generation, debugging tools, and phone-set operation
17.Trace Client view provides the ability to see ACD call processing on screen. Call Control Vector (CCV) programming diagnostics allow the call flow to be monitored in real-time, aiding in the design orre-engineering of call center installations
18.A Windows® event viewer provides access to critical ACD event messages such as ACD state changes and helps technicians identify other critical events such as an inability to connect to the PBX or indicating that the system security key is not attached
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CallCenterWorX MIS
The CallCenterWorX Management Information System (MIS 3.0) offers call center managers’ access to the most importantreal-time and historical data available for workgroups. With this tool, you are able to maximize agent productivity and assure quality performance in handling the incoming and outgoing call volume of the center.
CallCenterWorX MIS has amenu-driven user interface. All of the menus show a list of choices available under a particular topic. Each choice is preceded by a number, which is entered at the Enter Selection prompt, followed by pressing the Enter key. CallCenterWorX MIS responds by displaying the requested menu screen, by using one of its prompting methods to ask for more information, or by displaying the appropriate data screen.
CallCenterWorX ACD 3.0 for Business Turnkey Software Only is available packaged for 10,
20, 30, 40, 60, 80, 100, and 120 Agents. Each combines both the ACD and MIS software on a CD ROM and comes with a required security key for the main CallCenterWorX PC. The security key attached to the main CallCenterWorX PC provides the appropriate agent capacity as well as the main CallCenterWorX supervisor position. Individual security keys can also be purchased for applications requiring additional supervisor PCs.
CallCenterWorX ACD 3.0 for Business Turnkey Packages
Business Turnkey Packages
CallCenterWorX ACD 3.0 for Business Software Only Packages
Business Software Only Packages
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Chapter 12 Automatic Call Distribution with MIS
CallCenterWorX MIS 3.0
CallCenterWorX MIS 3.0 runs on the Windows XP and Windows 2000 operating systems. It provides MIS services for both CallCenterWorX – Business and CallCenterWorX Enterprise.
The CallCenterWorX ACD 3.0 for Business suite includes the Automatic Call Distribution (ACD) system and the Management Information System (MIS). The CallCenterWorX ACD system supplements the call processing capabilities of the platform being used. Typical call routing is designed to connect each caller with the most appropriate agent to handle the call in the shortest time possible, avoiding long wait times and getting the caller directly to someone who can deal with their request.
As each call progresses through the system, the ACD system provides call-handling data to the MIS, which translates this data into meaningful statistics. The MIS uses these statistics to offer call center managers and supervisors access toreal-time and historical data concerning incoming and outgoing call volume in the call center.
The CallCenterWorX MIS Status Screens (Real-time Screens) providecolor-coded, up-to-the-second views of agent, queue, and system activity. Statistics on the call volume, and on the effectiveness of the agents handling those calls, are computed inreal-time and can be displayedup-to-the-second on supervisors’ screens. Optional wall display boards can show current statistics and messages to call center personnel. The call statistics are also collected in the MIS database and used to generate reports in text or graphical format. These reports and graphs can be printed for views of activity ranging from a graph of today’s activity to a retrospective report covering previous months.
The following features are available with the purchase of CallCenterWorX MIS 3.0.
•True Multi-Tenant Support
•Increased Multi-Split Agents (from 4 to 16 split monitoring)
•Microsoft MSDE
•ODBC Compliant
•Configurable in 15 min. / 30 min. / 1 hr Increments
•Conversion utility to migrate proprietary database to ODBC database
•Backup and Restore
•1.5 GB database storage
•New 'System Agent Detail Status' Screen
•Configurable Agent State Colors
•Retains Real-Time Screen Configuration
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Business System Capacities
Item ACD | Capacities | ||
CallCenterWorX | |||
ACD 3.0 | |||
Tenants per System | 9 | Note 1 | |
Splits per ACD Tenant | Note 1 | ||
Splits per System | 150 | 150 | |
Splits per Logon ID | 32 | 32 | |
Active ACD Agents per | 120 Note 2/ Note 4 | 120 Note 2 | |
System | |||
255 | |||
Trunks per System | 255 Note 4 | ||
Maximum Queue Depth | 300 | – | |
Priority Levels 1 | 250 | Note 3 | |
Maximum Calls in | 300 | – | |
Queue per System | – | ||
Transfer to PBX | 120 | ||
Numbers | 400 | ||
Agent Logon ID Codes | 400 | ||
per System | 9 | ||
Agent Logon ID Code | 9 | ||
Digits | 1.5GB | ||
Statistics Report History | – | ||
Limit | 8 | ||
MIS per System | 8 | ||
Pilot Numbers | 300 Note 4 | 300 | |
Tally Code Names per | – | 100 | |
Split | 3000 | ||
Tally Code Names per | – | ||
System | – | ||
Busy Hour Call Attempts | Note 5 | ||
(BHCA) |
Note 1: The total number of splits per system (150) is shared among the total number of tenants (up to 9).
Note 2: Agent positions available depend on the installed security key’s capacity forlogged-on agents. The total number of agents is shared among the total number of tenants (up to 9). Security keys are available in the following capacities: 10, 20, 30, 40, 60, 80, 100, & 120.
Note 3: The MIS tracks Split queue calls as “High” and “Standard.”
Note 4: Dependent upon the CallCenterWorX configuration formula based on the OAI monitoring limitations: (Agents x 2) + (Pilots and/or Personal Pilots) + Trunks + IVR Ports must be equal to or less than 256.
Note 5: | BHCA (Busy Hour Call Attempts) | ||||||||||
Number of PIM’s | 1PIM | 2PIM | 3PIM | 4PIM | 5PIM | 6PIM | 7PIM | 8PIM | |||
Business or | Max. 2000 BHCA | Max. 4000 BHCA | Max. 5000 BHCA | Max. 5500 BHCA | |||||||
Hotel/Motel | |||||||||||
(No FP) | (One FP) | (Two FPs) | (Three FPs) | ||||||||
with ACD/OAI |
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PBX Requirements
PBX Requirements | Remarks |
On board Ethernet Interface card (Ethernet TCP/IP) |
Related Documents
Title
CallCenterWorX System Manual
CallCenterWorX Features and Specifications Manual
Dterm Series E Supervisor Console User Guide
Dterm Series E Agent Console User Guide
CallCenterWorX Sales Slick
ICS ACD System Manual
Abacus User’s Guide
Navigator Configuration Guide
Navigator Reports Manual
Navigator Real Time Screen Manual
CallCenterWorX ACD User Guide
![Nec 2000 ips command manual Nec 2000 ips command manual](/uploads/1/2/5/7/125735012/547999271.jpg)
ACD Terminals
With the Dterm Series i/E ACD terminals enjoy the convenience of having the most frequently used ACD function keys silk-screened right on the terminal.
Availability
The 32-button Series E ACD terminals are available in soft white or black. User Guides and spare parts are also available.
Dterm Series E Supervisor User Guide (10-pack)
Dterm Series E Agent Console User Guide (10-pack)
Detachable dial-pads are available for Dterm Series I and Dterm IP instruments in an ACD environment.
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small, medium or large PBX or Key system using any of the UNIVERGE Family of systems or the Elite IPK. This creates a powerful migration path never before available to our customers.
Contact Routing (Q-Control)
Individual agent IDs - Agents log on and off from their telephone or PC with a personalized ID number - the agent, not the extension is tracked.
Wallboard Interface - accessreal-time stats displayed on an electronic wallboard. A quick glance delivers an accurate picture of current performance levels.
Specialized features for supervisors - a number of specialist features are also available for supervisors including:
o on-demand call deliveryo remote log in/out option
o conversation monitoring/intrusiono emergency queuere-routing
Simplified Administration – The wizards and a graphical user interface help to administer all aspects of the system. Adjustments to call delivery patterns, queue setup, agent assignment and other parameters can be made in a matter of seconds as updates are performed in realtime.
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Reports (Q-Control)
Because access to timely and relevant information is critical for effective contact center management, a comprehensive reports package comes standard with every Q-Master solution, ensuring that users have the tools to run a contact center at peak efficiency. An onboard database holds statistics on every facet of every contact from the time it arrives at the telephony switch through to its termination (cradle to grave), allowing managers to report on areas such as volume, agent activity, abandonment rates,wrap-up codes and service levels. More than 120 reports are available detailing all aspects of the contact center operation. List of feature included with Reports(Q-Control):
Detailed queue and agent reporting analysis Business reports on wrap-ups and service levels Ability to reformat data into graphs and tables
Single integrated reports package covering telephony, email, web-based and outbound contacts Automatic report scheduling Simplified Wizards to configure and run reports data export to compatible packages
Historical data archiving and retrieval
Announcements (Q-Announce)
Holding for any length of time is a frustrating experience for callers and projects the wrong image for a business. With Q-Announce users can configure each queue to play informative, specific messages that a hold a caller’s attention and reduce the chance that they will abandon the call. With Calling Line ID enabledQ-Announce can recognize and play customized messages to a particular customer. Perhaps the most powerful feature ofQ-Announce is its ability to keep callers informed of their position in the queue and the estimated wait time. This improves customer satisfaction and ensures that callers won't hang up just before they reach the front of the queue. List of features included with Announcements(Q-Announce):
Progress Announcements - this simple technique significantly reduces the number of abandoned calls. Our results have proved that informed callers are 30% more likely to wait on hold.
Automated Attendant - splits a single telephone number into numerous queues. Callers are then prompted to select the appropriate destination from a list, reducing wait times and connecting customers to the correct agents.
Audiotext -pre-recorded information menus provide answers to commonly asked questions. Audiotext saves valuable agent time that could be more effectively spent handling callers with complex queries.
Customer Query - identify callers based on their calling line ID or their response to an automated query (such as “please enter your customer number”) and use this information to play customized messages, direct the call to a specific agent or escalate their priority within the queue.
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Agent Desktop (Q-Desktop)
As the importance of contact centers increases, so does the need to monitor operational parameters. Q-Desktop lets managers and agents viewreal-time information on queue and agent performance across all contact media, whether phone, email or the web, providing supervisors and agents with the tools for making the right decisions at the right time.
Agents have access to a wide range of contact center functionality directly from their PC desktop, ensuring that they can operate at optimal efficiency. Using the Agent toolbar they can:
Log into and out of queues Request post call work time Take a break
Wrap up or resolve a call Raise an alert for assistance
Caller information display-Q-Desktop screen-pops calls as the phone or email is delivered to the agent. Using Caller ID, users can view the caller's name and number before answering the call, saving valuable seconds. Use the Phonebook,Q-Desktop's own database, to store special details for a caller, which may bescreen-popped with the call.
Multiple views – users can make their view of the contact center as simple or as detailed as they wish, and flick from one view to another with a singlemouse-click. They may choose to view:
o the queues and which agents are logged into
o the individual agents and the type of call they are ono both queues and agents
Precise and convenient dialing -point-and-click directories ensure fast and accurate dialing. Agents can also dial directly from their PC keyboards.
Specialized features for supervisors - supervisors will always have a current picture of contact center activity: queue status, service level, abandonment rates, traffic volumes and agent statistics. A number of specialist features are also available for supervisors, including:
o On-demand call delivery
o Remote log in/out option to control agent statuso Conversation monitoring and intrusion
o Direct access toQ-Master's administration package - for dynamic changeso Emergency queuere-routing
o At-a-glance icon indications of call and agent status
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Callbacks (Q-Callback)
Callback allows callers who are waiting in the queue to leave a message and then hang up. The callback request retains its position in the queue, so when an agent becomes available the caller is automatically contacted as if they'd stayed on the line.
Gives Your Callers Control - while some callers are content to wait on the line, many are not.Q-Callback invites callers to enter their contact number, leave a message and hang up, without losing their position in the queue. Callers using the Callback feature are handled just as quickly as if they had waited on the line.
Lower abandonment rates - waiting on hold can be frustrating, costly and time consuming for your customer. You may also pay the price for leaving your caller on hold for 'too long,' causing them to hang up and take their business elsewhere.
Makes It Simple for Agents - Callback is very flexible and can be configured on a per queue basis. Use the Callback schedule to determine times of day that you want Callback to be available, and specify thresholds when it should apply. Agents and Supervisors can see the number of callback requests in the queue and make the adjustments to operating parameters as required.
Lower your network costs - benefit from substantial telecommunications cost savings, as Q- Callback cuts the number of calls holding on your free phone numbers.
Answers Your Callers 24 Hours/Day -Q-Callback can act as an automated answering service, for instance,after-hours. When agents log in first thing in the morning, calls from the night before are immediately presented to their workstation for handling. No voice mailbox needs to be cleared and no calls have to be requested.
Use Q-Master's multimedia modules to manage these communication media within your existing contact center infrastructure - in much the same way as you currently manage your telephony calls. Just as phone calls, emails and web interactions are also delivered to agents via a queue as soon as they become available. Contacts are fairly distributed among agents and monitoring and reporting on agent performance and response time is available across all media. These modules are fully integrated intoQ-Master so individual agents can receive requests initiated via telephone, web or email. The properties of intelligent call delivery andskills-based routing are applied when distributing any type of contact to agents. List of feature included withMulti-Media (Q-Email, Q-Chat, andQ-Fax):
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Outbound Dialing (Q-Outdial)
Why wait for your customers to call? Your customers can generate additional revenue, proactively manage customers and improve the productivity of every outbound customer contact by intelligently managing outbound call campaigns from within the existing Q-MasterEX solution.
Blend Inbound and Outbound Calls - agents can be set up to work in dedicated outbound queues or take a mix of inbound and outbound calls. By sharing agent resources between inbound and outbound call activity, contact center managers can optimize agent productivity in periods of low inbound activity.
Flexible Call Delivery Options - two types of call delivery modes are available; Power Dial and Preview Dial.
Information on Call Outcomes - resolution andwrap-up codes allow agents to record the outcome of every call, indicating the status and commercial outcome of a call.
Build and Manage Campaigns Easily -Q-Outdial is administered and managed using aneasy-to-use administration interface.
Fully Integrated Solution -Q-Outdial utilizes a common interface to manage and deliver both inbound and outbound calls. Agents and supervisors can perform all required call delivery tasks in this environment, minimizing operational complexity and training, and maximizing labor efficiency.
Reports - allows the contact center manager to view campaign information and details of specific campaigns in aneasy-to-read format that helps manage outbound campaigns.
Interactive Voice Response (Q-IVR)
Reduce call traffic to agents – enable customer to place orders, manage their account, check the status of their order and get answers for routine questions automatically thought the use of the IVR. By enabling this feature, agents can address more complex issues, better utilize agent time and reduce customer wait time throughout the organization by eliminating time consuming simple tasks that customers can now handle on their own.
Make it a 24 x 7 operation – after normal business hours customers can still utilize the IVR capabilities, allowing automated services 24 hours, seven days a week.
Reduce call abandonment - since agents are now handling the more difficult questions, call volume will most likely drop significantly, therefore wait times and call abandonment will decrease.
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QueWorX4.0
QueWorX® 4.0 is a suite of customer service andproductivity-oriented applications. QueWorX utilizes NEC’s CTI link, “Infolink” to deliver advanced applications to contact centers
These advanced applications are tightly integrated and specially designed to work in conjunction with NEC’s CallCenterWorX ACD applications for both UNIVERGE NEAX 2000 IPS
and UNIVERGE NEAX 2400 IPX systems. QueWorX integrates with CallCenterWorX-
Enterprise (I), & CallCenterWorX ACD 3.0 for Business & Enterprise. QueWorX provides the same features and functionality regardless of the ACD platform it accompanies. In addition,
QueWorX may be installed on the same server as the CallCenterWorX ACD 3.0 for Business or Enterprise.
QueWorX 4.0 Licensed Applications
Automated Attendant
Immediate Callback
Scheduled Callback
Web (Internet) Callback
Estimated Time to Answer
Queue Depth
ANI/Are Code Routing
Account Code Routing
Screen Pop
Soft Phone
QueWorX 4.0 Features:
Modular Licensing
Multilingual Announcements
Global Repeat Verification
Customer Profile Records Database
Unlimited Multi-level Automated Attendants
Customizable Announcements
Customizable Reports
The above items are detailed below:
Auto Attendant
The Auto-Attendant provides basic call routing functions to the caller. The caller receives a message with up to ten call routing options and the caller presses a key to initiate a selection. The caller’s selection is processed as a transfer to a destination. Additional menu choices are available for customers with themulti-level automated attendant. The caller may be prompted for Account Code or User ID, which will then be displayed on the agent’s Dterm phone as the call arrives. Alternatively, the Account Code or User ID may appear in the QueWorX Agent Screen Pop. This allows the agent to begin accessing a customer’s profile while greeting the caller.
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Immediate Customer Callback
This feature allows callers, based on their estimated time to answer, to elect to receive a callback from an agent instead of waiting in queue. By entering their telephone number and recording a brief message, their call will remain in queue until an agent becomes available, even though they have hung up. The QueWorX system will automatically dial the number entered by the caller when the agent receives the call. Bonus: The contact center does not incur toll charges for the time call remains in queue awaiting a callback.
Scheduled Callbacks
This feature allows callers to determine when an agent calls them back. This feature brings a new level of flexibility to the immediate callback feature, allowing customers to determine interactions with the contact center based on their timetable.
Internet Initiated Callbacks
This feature allows customers to request a callback from an agent while browsing the organization's Web site. Requests for callback will be placed into queue as are voice calls. When agents become available, they will receive a screen pop with collected customer information and URL information.
Estimated Time to Answer (ETA)
QueWorX can provide a caller with information on the wait time expected before an agent answers the call. An announcement will only be provided if the actual ETA falls within the programmed parameter thresholds. Announcements can be provided in three variations stating a number of minutes and seconds (“approximately 2 minutes and 45 seconds”), only a number of minutes (“approximately 2 minutes”) or a maximum number of minutes (“less than 3 minutes”).
Queue Depth
QueWorX can provide an announcement indicating how many callers are ahead of a caller in the queue. Threshold settings are set within the system to determine when to offer this announcement to callers. For example the 2nd through 15th caller may hear their position within the queue, such as “The are5 callers ahead of you”. Any caller falling outside of this range would not hear the announcement.
ANI / Area Code Routing
This feature allows calls to be routed based on one or a combination of the following factors – ANI (Automatic Number Identification), Account Code, Area Code. This feature allows callers to be routed based on a match of any of these criteria. For example, callers may be prompted to enter their account number as they enter the system. Based on a match by the QueWorX system, their call may be redirected to a group of agents (or their personal agent) at a higher priority.
Account Code Routing
This feature allows the system to route a caller to a specific split or agent based on Account Code.
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