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enQuesta''NewFeature List <br />Systems <br />a Software <br />Feature <br />Version <br />Application <br />Functions and Benefits <br />IVR Screen Pop: Auto -Loading Inquiry Records <br />V4-V6 <br />All <br />The enQuesta IVR Screen Pop <br />from Incoming IVR Calls <br />application enables each CSR <br />workstation to display an IVR <br />caller's account information in <br />Inquiry automatically if the caller <br />Wate SCREEN POP <br />requests to speak with a CSR <br />Ae.gt ,a <br />Account:: Quick Search: <br />FORM -k+ Accounts <br />and the CSR accepts their call. <br />WATER SEWER STC)"WATER <br />enQuesta Screen Pop Client is a <br />summary ealan¢85tatus BillingPayme <br />Windows® desktop application <br />that integrates with your utility's <br />IVR telephone system. When <br />THomAs MATTHEW AINOR s <br />Account 3-0318.301 Balance and Credit Summary <br />the CSR accepts a transferred <br />p <br />Active Code ACTIVE <br />Status Cade NORHAI BalanGe suagoo1y <br />call from the IVR system, the <br />So..l Security—.15666 ACWal Cment <br />IVR Screen Pop function <br />Past Due <br />enables the IVR Vendor <br />root Facts A`m°Dye <br />software to send the caller's <br />Om� Reading Charges Less Payments <br />NONTAXAB.ESTANIE Net Balance Due <br />customer account number to <br />Meters ` <br />enQuesta for automatic loading <br />in the enQuesta Inquiry Portal. <br />The IVR Screen Pop's Inquiry <br />display provides you with the <br />same functionality normally <br />available from the standard <br />enQuesta Inquiry screen except <br />access to enQuesta menu <br />screens. To access enQuesta <br />y ,saa� �" _.�,;�ls s ;oz�a <br />menu -screen programs, you still <br />need to use the standard <br />rbn icon noshes when you have accepted a <br />enQuesta application. <br />,.Y bur her viewed It in 5,,P,e Pap Inquiry. <br />And if you need to accept your <br />next call before completing your <br />Inquiry Record Queue from IVR: <br />previous call's enQuesta screen <br />work, the Screen Pop <br />u <br />heapplica- <br />lion even remembers the new <br />--- -- 1-0566.303 -- <br />call's account number so you <br />Ses �1-3550.300 `y ------ <br />can load its associated account <br />--rTj 12:04 PM <br />screen later when you are ready <br />to do so. <br />Recent enhancements added to <br />the Screen Pop functionality <br />(from 2016 on) are: <br />- Inquiry Record Queuing — <br />For busy occasions when an <br />operator accepts multiple <br />calls but does not have the <br />time to view all the associ- <br />ated accounts at first, <br />enQuesta displays a queue <br />22 <br />Propertyof Systems and Software Inc. <br />