Zoom Phone users with Admin role ONLY can add a university-approved audio content to the asset library. You can upload up to 1,000 audio files and the size of each file must be less than 10MB.
To add an audio file to the Asset Library:
Contact Centers
Overview
The Subscription Center allows Call Queue admins to schedule Zoom Phone Call Queue Historical reports to be emailed to them daily, weekly, or monthly.
Amazon Connect Agent guide provides instructions for using the Amazon Connect Contact Control Panel (CCP) to receive calls from customers, make outbound calls, transfer calls to other agents or queues, and perform other tasks.
Amazon Connect: Manager Training provides instructions for accessing Amazon Connect dashboard to manage agents, receive and make calls, and access Real-Time and Historical Metrics.
Zoom Phone Power Pack is an enhanced license that offers Call queue Real-time analytics & Historical reports, and provides access to the User Performance reports.
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.