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.
Important: The U-M Virtual Private Network (UM-VPN) must be connected, and your ITS-provided softphone must be running to access Cisco Finesse when off the U-M Network.
Overview
Cisco Finesse is an Agent and Supervisor Desktop that is completely web-based. No additional program is needed on the PC other than a web browser. Cisco Finesse will not require client upgrades as in the previous desktop application.
Overview
If you have a Supervisor role, you will need to know the Agent functions to perform several tasks. With Supervisor status, you can check statistics of a call, manage calls, check team data, and monitor your team's calls. You can also select a team from a list of teams assigned to you and view their current state, time in state, and extension.
Overview
Anyone in a Supervisor role can request the ability to manage their team’s Business Hours, Custom Business Days, and Holidays.
This is a special feature and requires a billable order to be placed on the Service Request System. For assistance in using this tool, contact the ITS Telecommunications Analysts.
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
University IP Contact Centers who use Cisco Finesse have access to import a phonebook for use through the web interface for dialing and lookup by agents.
Steps
To request a phonebook:
Your contact center must be setup to use the tool prior. To setup a Cisco Finesse phonebook contact a Telecommunications Analyst.
To determine location to maintain phonebook entries: