Call Center, or Automated Call Distribution (ACD), is a system that can recognize, answer and distribute incoming calls. When the ACD system receives an incoming call it will look for specific instructions as to how the call is to be handled. The ACD can route the call to an agent or operator, a recorded message (or Interactive Voice Response – IVR – system), or place it on hold until a live person can answer it.
Benefits & Features
ACD can be set up to route calls based on many factors, including recognizing the number dialed, agent availability and expertise and time of day, just to name a few possibilities. T-Metrics, the ACD system that the University has deployed, is highly customizable and able to fit nicely in virtually any situation, small or large. Common functions include:
- Call Prioritization
- Detailed Call Reports
- Call Recording
- Music on Hold
- Allows Agent to answer Multiple Lines
- Off Site Capabilities
- Call Monitoring by Supervisor
- Agent to Agent Instant Messaging
- Custom Hold Messages
- Advanced Call Routing Options
Eligibility
Call Center / ACD functionality is available for departmental (faculty/staff) use. Students are not eligible for this service.
Pricing
$5.00/month/per pilot number and skill
- If for example you had 3 phone #’s a customer can call into: Fund raising, General information & Programming = 3 x $5 per month = $15 total per month for this item.
$10.00/month/per queue – could be multiple queues
- If for example you had 4 queues : press #1 for Fund raising { press #1 for becoming a x dept. member, press #2 for volunteering } {For General information & office hours press #2 } & {For Programming & channel line-up press #3 } = 4 call queues x $10 per month = $40 total per month for this item
$12.10/month/per agent
- If for example you had a total of 6 agents that can take calls in any queue x $12.10/month = $72.60/month for this item.
Requirements
The desktop agent is only compatible with Windows computers but a web agent is also available.
Additional Information
Websites
Agent Module Installer (Windows Only)
Agent Module User Guides
Historical Reports User Guides
Support
For the most efficient support experience, please submit a ticket using the request form on this page. Alternatively, contact the ITS Telephone Service Desk at 402-472-3434.