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.
Contact Center Agent – 43.40.15.032
$$ 14.50 Per Service Monthly
Agent for Cisco Contact Center
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.
Call Control including:
• Inbound Calls
• Outbound Calls
• Call Transfer
• Call Consult
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.
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.
Faculty; Staff; Non-UCF (on / off campus)
Cisco VOIP service
Required Additional Services:
Signed SLA Required: