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:
| 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 2, Authenticate 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 2, Authenticate 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.