As part of the university's ongoing transition to Zoom Phone, the Cisco Unity and Contact Center Express (CCX) systems will be shut down sometime in 2024. A specific date has not yet been determined, but current customers will be engaged as soon as details are known, to provide alternative options and an appropriate amount of time to transition their call centers.
What Is It?
Automatic Attendant (AA) and Automated Call Distribution (ACD) systems can be configured to provide recorded information to callers, route calls to different numbers, accept voicemail, and direct callers to a call queue.
Other Service Names
Automated Call Distribution (ACD), Automated Attendant (AA)
Features
- Call Distribution
- Call Routing
- Call Queuing
- Voicemail
Cisco Unity and Unified Communications Manager
The Cisco phone system can provide some ACD functionality, such as hunt groups and call pickup groups. Cisco Unity can handle smaller AA functions, such as time-of-day routing and simple call paths.
Cisco Contact Center Express (CCX)
CCX allows for custom scripting for complex call requirements, call queuing, and advanced analytics. It requires additional licensing, and for call center agents to have access to a web browser while they are taking calls. CCX is appropriate for specialized or high call volume environments.
All AA/ACD deployments are different, and generally after receiving requests, Technology Solutions staff will schedule a meeting to determine the best way to implement a solution to fit your needs.
Requirements
Works only on VoIP telephone lines ordered through Technology Solutions.
Note: This service is requested through an authorized business manager
Who Is Eligible To Use It?
Where Can I Get It?
Due to the upcoming shutdown of the Unity and CCX systems, requests for new Call Center services are no longer being accepted. Please check back in the future for information on replacement offerings. Use the Submit Call Center Request button on this page to request adjustments to existing call centers.
How Do I Use It?
Review How do I use Cisco Finesse as a call center agent? and How do I use Cisco Finesse as a call center supervisor?
How Much Does It Cost?
Costs for ACDs and Auto Attendants are dependent upon each individual configuration. Contact us for more details.
How Can I Get Support?
If you are experiencing a problem with this service, please report it. If you just have a question, feel free to ask us.
Service Levels
| Service Request Response Time |
2 business days |
| Service Request Fulfillment Time |
5 business days for edits to existing Call Centers
New Call Center creation requests vary based on scale and complexity
|
| Incident Resolution Time |
4 business hours |
| Service Availability |
24x7 |
| Maintenance Window(s) |
Approved Technology Solutions maintenance window(s) |
| Service Notification Channel(s) |
IT Service Notices |