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.

Important: Contact Centers are organized into different clusters. To determine your cluster, use this link: Cisco Reporting Websites for Contact Centers.

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 - Cluster 1 734-764-8555
Ann Arbor - Cluster 2 734-763-8811
Dearborn 313-593-5161
Flint 810-762-3317

 

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

Welcome Menu

  1. Press 0 for help on using this utility.

  2. Press 1 to make changes to your contact center outside normal business hours.

  3. Press 2 to make changes to your contact center during normal business hours.

  4. Press 3 to exit the utility.

NoteThe system asks you to authenticate with a PIN.If you do not know the current business hours for your contact center, please contact the ITS Infrastructure Telecommunications AnalystsListen for a Confirmation Message after each press.

Second Menu Options

After entering your PIN, the menu provides the following choices:

  1. Press 1 to change your contact center to Open outside your normal business hours.

  2. Press 2 to change your contact center to Closed during your normal business hours.

  3. Press 3 to exit the utility.

If Option 1 or 2 is selected, the system identifies the current contact center operating mode as either Open and Closed.

 NoteIf you have used this utility outside your normal business hours, then your contact center will remain in that state indefinitely until it is changed back to Normal Operating Mode.

Follow the prompts to change back to Normal Operating Mode.

  1. Press 1 to revert back to Normal Operating Mode.

  2. Press 2 to override the Normal Operating Mode.

Last Updated: 
Monday, June 19, 2017