Overview

Set up your Call Center to route calls through an:

  • Automated Attendant (AA), a system that enables an automatic transfer to an extension without the intervention of an operator or receptionist; or
  • Automatic Call Distributor (ACD), a system that distributes incoming calls to Call Center staff on campus; or
  • Clearspan Call Center, a system that distributes incoming calls to Call Center staff who are both on and off campus.

Highlights

  • Handle large volumes of calls with fewer staff
  • Generates robust reporting for quality assurance and managing staffing levels. Reports can include but are not limited to:
    • Call traffic statistics
    • Total number of calls answered
    • Number of calls abandoned (hang ups)
    • Agent statistics
  • Create custom front-end voice recordings

Getting Started

How it Works:

Departments requesting a call center will work with OIT to design a solution to fit their needs. During the consultation, OIT will provide a cost estimate for the call center, which will include charges for the call center number, agent lines, supervisor lines, and design time. Pricing varies based upon the features requested. 

Things to consider:

  • Does the call center need to allow for different routing plans depending on time of day (night service) or day of the year (holiday mode)? Are there times where calls will be temporarily diverted to another destination?
  • Could the call center have more than 50 callers waiting in queue?
  • Do supervisors need to barge-in while monitor calls?
  • Do agents or supervisors need access to the web interface to view real-time phone traffic and agent performance?

     If the answer is yes to any of the questions above, a premium call center and/or call center PC license may be needed.

Important Information

  • This service does not allow for international long-distance on outbound calls
  • This service is currently not PCI compliant
  • Do NOT use your ClearSpan Communicator to dial emergency services such as 911. Emergency calls from your ClearSpan Communicator may be routed to an incorrect dispatch center; potentially delaying or preventing emergency services. It is recommended that you maintain alternative telephone access for emergency dialing.