Nec Contact Centre; Contact Centre Group As Overflow Destination; Contact Centre Skill Based Routing; Contact Centre Caller Id Based Routing - NEC UNIVERGE SV9100 Features And Specifications

NEC Contact Centre

Contact Centre Group as Overflow Destination

The system can transfer an overflow call to a specific Contact Centre Group, off-site via a speed dial bin,
Ring Group or to voice mail using Program 41-09-01. When Program 41-08-02: Contact Centre Overflow
Destination has the Contact Centre Overflow Destination set to 65, the system overflows the call to the
Group programmed in Program 41-09-01. (The system does not allow you to program a Contact
Centregroup with that Contact Centre group as the overflow.) If, while the call is ringing, the extension
where the call was transferred becomes available, both the extension and the overflow Contact Centre
group ring.

Contact Centre Skill Based Routing

The system can receive and distribute Contact Centre calls based on the Agent's skill level. There are
seven priority levels that the Agents can be set to for each Contact Centre Queue. Each queue can
have a different priority level. This works for both AIC and Normal Agents. The Skill levels are based on
the Login ID that the Agents use.
Refer to the NEC Contact Centre Installation Manual for setup instructions.

Contact Centre Caller ID Based Routing

The SV9100 can allocate a Contact Centre incoming call to an agent by using Caller ID registered in a
buffer. This is done when a Contact Centre Agent presses the [Contact Centre Caller ID Marking
Setup] Function Key and marks information of the caller when he thinks this caller would call again. By
the Contact Centre Agent pressing the Function Key that marks the Caller ID to the system, the next
time the same Caller ID calls back into Contact Centre, the Caller ID based routing tries to route the call
to the agent that marked the call. It provides smoother call centre operation.
Conditions
System:
The Call Duration Timer (Program 20-13-36) is not displayed for inbound Contact Centre
calls.
InMail can play Contact Centre Delay Announcements.
If all agents are logged out of a Contact Centre Queue, a transferred call to the Contact
Centre Pilot number recalls immediately back to the transferring party.
If all agents are logged out of a Contact Centre Queue, a trunk call directly to the Queue is
placed in queue.
If all agents are logged out of a Contact Centre Queue, a transferred call to the Contact
Centre Pilot number recalls immediately back to the transferring party if no Overflow
Destination is setup.
If all agents are logged out of a Contact Centre Queue, a transferred call to the Contact
Centre Pilot number will be placed in queue if an Overflow Destination is setup.
If defined in Program 22-11-03, DID calls in queue display the trunk name with the Queue
Status feature.
When Program 12-07-01 is customized, an agent's display does not indicate the WAIT
Contact Centre LOGIN status, however an agent may still log in.
266