| Administration Focus: |
| Service Lias |
A friendly informative name providing quick and easy iQueue service reference |
| Service Desciption |
A descriptive representation of each iQueue Manager service subscription |
| Delivery Number |
Complete control of where calls should be routed to |
| Priority Level |
Define where calls should be routed based on customer selection |
| Distibution Method |
Business rules based call routing to one or many contact centres |
| Availability Control |
Define and manage service availability (Normal, Off-peak & Localisation) |
| Delivery Time-out |
Set call delivery time-out parameters |
| iQueue Retry |
Determine iQueue Manager retry attempts based on call progress result |
| Retry Delay |
Delineate parameters associated with delay between retry attempts |
| Number Blocking |
Block specific telephone numbers and telephone number ranges |
| Queue Status Check |
Prevent repeat calls being scheduled by callers |
| Online Management |
Service management from any location via a secure web browser |
| Real-time Reporting |
Analyse historical information relating to the use of any iQueue service |
| Call Recovery |
Monitor unsuccessful callback attempts |
| Real-time Status |
Monitor in real-time the status of calls being serviced by iQueue Manager |
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| Agent/Advisor Focus: |
| Agent Detection |
Ensures an agent is available and committed before customer is re-connected |
| In-Call Control |
Allow agents to control the status of calls using their telephone keypad |
| In-Call Rescheduling |
Re-schedule calls based on call status i.e. busy/voice mail/no answer |
| In-Call Classification |
Capture vital ROI data from within the contact centre |
| Agent Auto Accept |
Agents can accept iQueue Manager calls without keypad input |
| Message Playback |
Listen customer recorded name and short message pre-callback |
| Customised Whisper |
Alerts agents to specific incoming iQueue Manager calls i.e. product/line/type |
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| Customer/Caller Focus: |
| Branded IVR |
Ensure iQueue Manager remains an integral part of your customer strategy |
| Callback Scheduling |
Enables customers to schedule callbacks (ASAP or Time/Date) |
| Message Record |
Allow customers to attach a short message to their callback request |
| Status Notification |
Keep customers informed and manage their expectations at all times |
