Intelligent Queue Benefits
Intelligent Queue Version 5 offers the following options
¨        Intelligent call processing ¨        Messaging and reporting ¨        Voice call back ¨        Web call back ¨        ANI/DNIS redirection ¨        Collect caller-entered digits ¨        Verified collected digits NEW ¨        Multi-PBX support NEW ¨        Agent call recording for quality monitoring
FEATURE	DESCRIPTION	BENEFIT
Intelligent call processing	Static recorded announcement Provides you with the ability to create and provide callers in queue with pre-recorded announcements.	RADs are an inexpensive and effective way to provide general information to customers on hold. They support “good” abandoned calls, by providing information without the caller having to speak with an agent.
	MiTAI integration The addition of MiTAI provides Intelligent Queue with the ability to deliver flexible ports. MiTAI is used by Intelligent Queue to monitor its ports.	MiTAI provides call control event notification to Intelligent Queue when a call is received. MiTAI also allows the system to redirect a call from an Intelligent Queue port without first answering the call.
	VoIP integration on the 3300 ICP, SX-200 ICP With IP device licenses you can implement Intelligent Queue on the 3300 ICP and SX-200 ICP without analog integration.	You no longer require dialogic cards and analog ONS ports on the 3300 ICP and SX-200 ICP which results in cost savings. Sixty VoIP ports are supported on Intelligent Queue.
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FEATURE	DESCRIPTION	BENEFIT
	Music on hold You can play music (audio CD, stored WAV file, and stored MP3 file) through the sound card using a rotating (loop) playlist. The playlist can include music or prerecorded information messages.	Music on hold retains callers’ interest while on hold—a key feature to achieving first contact resolution.
	Intelligent Queue system administration via phone (creating recordings, changing the system mode) Intelligent Queue enables you to record announcements or change the Emergency Mode status using the phone. When you record new system prompts, they are stored in a temporary "Inbox" folder until you name the message and assign it to an action or message plan via the Web interface.	You need not purchase and set up a microphone to record your Intelligent Queue messages – you just need a phone.
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FEATURE	DESCRIPTION	BENEFIT
	Alarms for critical functions Intelligent Queue integrates with Network Monitor when used in conjunction with Contact Center Management so you can configure alarms for critical functions of Intelligent Queue, such as audio failure.	Know immediately if an Intelligent Queue function goes down – so you can get Intelligent Queue back up-and-running right away to prevent lost calls.
FEATURE	DESCRIPTION	BENEFIT
Messaging and reporting	Time in queue messaging Provides callers with expected wait times and position in queue.	Manages caller expectations and enables callers to choose whether or not to stay in queue, reducing caller frustration.
	Unlimited layers for interactive trees Interactive Trees can capture all departments and potential customer requirements with unlimited sub-menus.	Ensure customers can reach the departments they need to obtain the information they want.
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	Voice Trees (Smart Choice) Performs automated attendant operations to guide callers to the most appropriate information, Automatic Call Distribution (ACD) path or extension.	Routes callers to the best agents or resources to handle their calls, saving the time required in manual transfers.
	Post choice greetings Intelligent Queue has the ability to play a greeting after a customer has made a choice in the interactive tree and prior to being transferred.	Dynamic greetings provide customers with information that may discourage them from abandoning. For example, you can play a greeting that confirms the customer's choice and states the expected wait time, such as, "Thank you for selecting Technical Support. Your expected wait time is 2 minutes, 48 seconds."
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FEATURE	DESCRIPTION	BENEFIT
	Expected wait time messaging You can now base time in queue messaging on the expected wait time, in addition to providing a customer with the current number of callers in queue, or the current longest waiting caller. (Average Talk Time X Current Calls Waiting)/Agents Available = Expected Wait Time)	Expected wait times enable customers to make informed choices: wait in queue, leave a voice message, or hang up.
	Flexible (dynamic) messaging/Routing ports Ports can play messages, and interact with or route callers based on any combination of call properties such as the schedule (Time of Day/Day of Week/Day of Year), ANI (the number from which a call originates), DNIS (the number dialed), information forwarding (redirection), queue conditions, and/or operating mode. (You need to consider volume when determining port requirements.)	Flexibile messaging reduces the number of ports required when implementing Intelligent Queue. For example, if a contact center represents multiple organizations, Intelligent Queue can play a different message based on DNIS without requiring a dedicated port for each DNIS.
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FEATURE	DESCRIPTION	BENEFIT
	Intelligent Messaging Provides callers with time of day, day of week or exception-based messaging.	Reassures callers that their calls are important and informs them of special time/day exceptions.
	Call Detail Reporting Enables Mitel Intelligent Queue reporting.	Provides a true picture of the service callers experience and business results for planning future approaches.
FEATURE	DESCRIPTION	BENEFIT
Voice callback	Queued callback messages Provides callers in queue with the option of entering their phone number and voice message requesting a queued call back from the contact center.	Reduces caller frustration by providing customers with a flexible alternative to waiting in queue.
FEATURE	DESCRIPTION	BENEFIT
Web callback	Callback requests through your website Enables a customer to submit a request for contact via the Web.	Provides customers with a flexible way to initiate contact, while saving agent and trunk costs.
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Distinct queue profiles for callbacks	You can create distinct customer callback profiles based on the type of callback.	Profiles enable an agent to understand the origin of the callback request by providing a specific callback greeting to the customer, such as, "This is a callback from Company/Department ABC", and an introduction to the agent, such as, "This is a callback request from the ABC queue."
FEATURE	DESCRIPTION	BENEFIT
ANI/DNIS redirection	Smart Routing Allows calls to be routed by Automatic Number Identification (ANI), time of day or current queue conditions.	Reduce wait times and ensure callers are matched with the agents best suited to meet their needs. Callers are routed to the most appropriate extension or ACD path based on flexible criteria.
FEATURE	DESCRIPTION	BENEFIT
Collect caller-entered digits—Agent Portal integration	For customers who are not identified by ANI, Intelligent Queue has the ability to request and collect caller-entered digits.	Digits are not verified against the customer database, but are passed through Agent Portal for the purposes of screen pops.
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FEATURE	DESCRIPTION	BENEFIT
Verified collected digits NEW	Remote database verification and advanced routing based on ANI, DNIS, and user collected digits.	Improve the customer experience of preferred by routing them to priority queues or extensions. Verified user input provides efficient call routing.
FEATURE	DESCRIPTION	BENEFIT
Multi-PBX support NEW	You can configure multiple telephone systems on the same server.	Manage multiple PBXs from one location.
FEATURE	DESCRIPTION	BENEFIT
Agent call recording for quality monitoring	Intelligent Queue enables you to access administrative screens and record agents based on agent IDs or extensions. Calls are recorded into .WAV files in the order in which the extension IDs were entered and saved within the Intelligent Queue administration.	Save, delete, or export .WAV files for the purpose of quality monitoring. When this feature is in use, no one else can silent monitor the target agent. You require a dedicated port for each simultaneous recording.