Telephone: Contact Center Open/Close Utility

Contact Center Open/Close Utility

This utility allows supervisors to open or close their contact center during both normal business hours and after hour use.

Set Up

Your contact center must be setup to use this tool prior to use. To setup and to obtain your PIN, contact the ITS Infrastructure Telecommunications Analysts.

Step 1: Determine your Cluster Dial-in number from the table below:

Location Dial-In Number
Ann Arbor 734-764-8555
Dearborn 313-593-5161
Flint 810-762-3317

Step 2: Follow these instructions to open or close your contact center.

Make Changes Outside Business Hours

Examples of when to use:

  • Open the call center 1 hour earlier than normal start time
  • Stay open 1 hour later than normal end time
  • Open on Saturday for a special event when normally the call center is closed

How to Open Outside Business Hours

  • Press 1, Authenticate with PIN and Listen
  • Press 1 and Listen
  • Press 2 and Listen
  • Press 3 to Exit

How to Change Back to Normal State Outside of Business Hours

  • Press 1, Authenticate with PIN and Listen
  • Press 1 and Listen
  • Press 1 and Listen
  • Press 3 to Exit

Make Changes During Business Hours

Examples of when to use:

  • Evacuate the building due to fire drill
  • Close due to a meeting
  • Other Emergency Closures

How to Close During Business Hours

  • Press 2Authenticate with PIN and Listen
  • Press 2 and Listen
  • Press 2 and Listen
  • Press 3 to Exit

How to Change Back to Normal State During Business Hours

  • Press 2Authenticate with PIN and Listen
  • Press 2 and Listen
  • Press 1 and Listen
  • Press 3 to Exit

Menu Descriptions

First Menu Options

Press 0 More information and help with this utitlity 
Press 1 Make a change Outside Business Hours
Press 2 

Make a change During Business Hours

Press 3 Exit the utility

Second Menu Options

Press 1 Change to Open (or change back to closed) Outside of normal business hours
Press 2 Change to Close (or change back to open) During normal business hours
Press 3 Exit the utility

Third Menu Options

Press 1 Revert back to Normal Operating Mode
Press 2  Override the Normal Operating Mode

Tip Call Center Remains Open or Closed indefinitely until the state is changed back to Normal Operating Conditions. Callers will stay in the queue until they are handled or hang up, even after call center has been closed. 

Tip If an agent logs back in while the call center is closed during normal business hours, they can still take calls that were waiting in the queue. They should not, however, get any NEW calls.

 

Last Updated: 
Thursday, August 3, 2017