Remote Work - Call Center Updates

03/23/2020: Due to limitations of the current Call Center system, we are unable to provide equivalent functionality that departments leverage on-campus today in a remote work situation.  This is not something we are equipped to address presently, both due to the technology we use for this system, and due to other priorities and current staffing levels.

We have two potential options to address this use case.

  1. We can redirect the 491 number that corresponds to a call center to voicemail, and forward any messages recorded in that voicemail to an e-mail distribution list that individual departments can control.  In this scenario, recipients of these recorded voicemail messages will need to work together to decide who should respond to the caller.
  2. We can redirect the 491 number through the MyPhone portal to a list of local numbers (cellular or land line) that will all ring simultaneously when a call is received.  The first person to answer the call on their personal number will get the call.  In the event that no one answers, we can route the call to voicemail in the same manner as is described in option 1 above.

Please contact us at if you have any questions about the above scenarios, and know that we are happy to assist in getting this configured for you.

The call center offers a large range of flexibility on how calls are queued and routed.  Agents can login using their phone or a web based agent portal that allows agents to see real-time information on the number of calls in queue and availability of other agents.  Calls can be transferred to other agents and specialists can be conferenced into the call using the web based interface.

Call centers are $10/month and there is a one-time installation cost of $435.00 per agent.

  • Skills based routing: Incoming calls and messages are assigned a skills requirement based on criteria related to the specific call or message. Each call or message is prioritized and is only assigned to qualified agents having all the skills required. Agents are assigned skills based on their abilities or assigned work.
  • Queue overflow management: Dynamically defines actions to be taken if a call remains in queue for too long. For example, the queue could reduce the skills required in order to allow additional agents to accept the call.
  • Call pop-ups: Calls are announced to the agent with all available information. Integration with third party CRM or other systems is possible. The agent dashboard allows for a screen-pop based on a parameterized URL that fetches relevant information from a third party CRM or other system.
  • Custom Audio: Welcome, goodbye, and ongoing announcements audio are settable on a per queue basis. Currently music on hold will be the CSU hold music created by Communications and Creative Services.
  • Call recording and quality monitoring: recording of calls for monitoring, archiving, or quality assurance purposes.
  • Reporting: Agent group productivity report, agent productivity report, agent call disposition, agent release time, queue traffic overview, queue traffic detail, and agent session report.