The University Telephone Services Metrics Dashboard provides university and departmental voice system and usage data. Campus is able to see the overall university metrics for this service, and unit facilities, financial, and IT leaders have the ability to drill down into departmental data.
Navigating the Dashboard
The Telephone Metrics Dashboard provides information about the types of calls, number of active phone lines, voice traffic by time of day, and total number of active lines at the university.
Telephone Support
Overview
This document provides information on obtaining, using, moving or cancelling authorization codes (authcode). A personal authcode is specifically assigned to you and must be kept confidential. This ensures that billing for all calls is personalized, secure, and authorized. To request an authorization code, have your department ID manager (or proxy) place an order on the Service Request System (SRS).
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
This explains how to use a basic telephone.
Call Forward
Overview
This document reviews information and features for Centrex phones.
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:
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:
The following models are discontinued by ITS, but are still in use on campus.