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University IT Service Catalogue

 

Automatic Call Distribution/Queueing

Information For Users Of The Service Catalogue

The University IT Service Catalogue will be decommissioned in the Summer of 2021. This website is no longer being maintained.  

For the most up-to-date information regarding IT Services at the University of Cambridge, please visit:

https://help.uis.cam.ac.uk/service

Automatic Call Distribution/Queueing (ACD) systems are designed to be used by help desks and call centres. They handle incoming calls intelligently, routing the callers to the correct group of call centre agents, and providing queueing facilities when all agents are busy. They include management facilities enabling agents to log themselves in or out of the system, depending on whether they wish to take calls or not, and for supervisors to monitor queue lengths, agent availability can call handling performance.

Features and Benefits

Features & Benefits 
  •           Intelligent handling of inbound telephone calls
  •           Call queueing for high volume call centres
  •           Call queue monitor, and wallboard displays showing call queues and agent performance
  •           Passive call monitoring for management and training purposes

How Much Does It Cost?

How much does it cost? 

There is a setup charge for ACD systems. This consultancy charge is dependent on the estimated time needed to configure your ACD. There will be a minimum charge of one hours labour.

Before we start work, we will consult with you to get a detailed design for your auto attendant and provide you with a specification and a quote.

There is also an ongoing running cost, which is dependent on the size of system, number of agents, and this cost will be included in the quote.

How Do I Get This Service?

How do I get this service? 

All orders must go via your Telephone Liaison Officer (requires Raven authentication).

How Quickly Can I Get This Service?

How quickly can I get this service? 

The lead time may vary depending on the nature of the order. Please ask your Telephone Liaison Officer (requires Raven authentication).

Support Details & Contact Information

Support Details & Contact Information 

Please contact your Telephone Liaison Officer (requires Raven authentication).

Available Service Hours

When is this service available? 

365 days a year, 24/7.

Supported Service Hours

Supported Service Hours 

Monday to Friday, normal working hours.

Service supplier
UIS