Service Details (Service Catalog)

Please look over the information below to see if this service matches your needs. If it does, you may contact the Service Desk for assistance in putting in your service request. Please use the 9-digit Service Number (43.40.15.032) and the Service Unit name to refer to the service.

Service Name:

Contact Center Agent – 43.40.15.032

Price:

$$ 14.50 Per Service Monthly

Brief Description:

Agent for Cisco Contact Center

Detailed Description:

A contact center agent is an active directory authenticated user of Cisco Agent Desktop which is a Microsoft Windows-based client application that provides agents with a full-featured user interface for managing their calls and work state directly from their desktops using supported Cisco Unified IP Phones.

Included Functionality:

Software only

Technical Specifications:

N/A

Service Components:

Call Control including:
• Inbound Calls
• Outbound Calls
• Call Transfer
• Call Consult

Custom Phonebook

Live Data and Historical Reports –View team performance and queue statistics

Silent monitoring – Monitor an Agent’s conversation for quality assurance and training.
Supervisor may also Barge In and take control of the call.

Manage Agent States – Change the state of any Agent from Ready to Not-Ready and vice versa.

Call Recording – Retrieve any call recording for quality assurance and training.

Optional Components:

N/A

Authorized Customers:

All UCF departments, direct service organizations, and private vendors/companies that provide support services to the University.

Available Service Locations:

Orlando campus, UCF occupied buildings in the Central Florida Research Park, Rosen College campus, and the UCF Medical campus at Lake Nona.

Audience:

Faculty; Staff; Non-UCF (on / off campus)

Dependencies:

Cisco VOIP service

Required Additional Services:

Service Unit:

CS&T Telecommunications

Service Owner:

Communication Services

Service Number:

43.40.15.032

Signed SLA Required:

No