Instructions for adding, modifying routing profiles.
Contact Centers
Automatic Call Distribution (ACD) ensures that representatives who answer calls correctly logs into their own ACD group and not another group. Correctly logging into the appropriate ACD group also results in accurate statistical reports for each ACD group.
Important Always use the Login ID and password on the phone located by the Make Set Busy (MSB) key. For additional help, contact the ITS Telecommunications Analysts.
Overview
Below are the login links for Finesse, Reporting, and Administration. Each campus has unique links. Use those listed under your campus. For additional help, contact the ITS Telecommunications Analysts.
Overview
Contact Centers are organized into different clusters. To determine your cluster, see 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 user ID and PIN, contact a Telecommunications Analysts.
Step 1: Determine your Cluster Dial-in Number
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 a Telecommunications Analyst.
Step 1: Determine your Cluster Dial-in number from the table below:
Overview
ITS offers additional services with U-M Zoom Phone, including:
Announcements
A service that answers calls with a personalized recorded message allowing callers to hear selected information and then disconnect.
NOTE: The initial setup of Call Queues (CQ) for your unit should be completed by ITS. Admins ONLY can change the Call Queue settings. Call Queue users with admin role may need to know the Member functions as well to perform several tasks.
NOTE: Call Queue admins and members with Power Pack license can view the Call Queue Analytics and reports (Power Pack).
Content
Call Queue Login
As a Call Queue member, you can only view the list of call queues you belong to and enable or disable the inbound calls routed from a specific call queue or all call queues.