Issue 1.0 UNIVERGE SV8100
2 - 1140 UCB (Unified Communications for Business)
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 please refer to the Q-
Callback product manual.
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, please 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, 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.
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