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 ( and the Service Unit name to refer to the service.

Service Name:

Contact Center Call Processing –


$ 7.00 Per Service Monthly

Brief Description:

Call Processing for VOIP

Detailed Description:

Call processing in the Cisco Contact Center system. Used with call handlers and menus to redirect callers to pre-recorded messages, extensions, and options.

Included Functionality:

Software Only

Technical Specifications:


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:


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.


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


Cisco VOIP service

Required Additional Services:

Service Unit:

CS&T Telecommunications

Service Owner:

Communication Services

Service Number:

Signed SLA Required: