Call Center Management

Last Updated: 07/17/2013

Overview

CU-Boulder units can effectively manage inbound calls for a contact center by recognzing, answering and routing incoming calls to appropriately skilled agents or groups.

Features

The Call Center feature, also known as Automatic Call Distribution (ACD), is designed to distribute incoming calls evenly among a group of telephone answering positions called agents. When all agents are busy, callers will be placed in a waiting queue and will be notified of that fact by an announcement. If the call is not answered within 30 seconds, a second announcement will assure the caller that they have not been forgotten.

Cost

Review our Networking and Voice Service Rates information.

Who can get it

CU-Boulder departments, faculty, or staff that have a need for automatic call distribution.

How to get it

Departments

Contact your Telecommunications Liaison and make your request.

Telecommunication Liaisons

  1. Go to the Voice/Data Order Form.
  2. Login in with your information and your IdentiKey.
  3. Follow the on-screen menus to make your request.
  4. If you need assistance, call 5-3333.

For consultation, contact 5-3333.

Call Center's service level commitment: 1
Learn more about Service Level Commitments.