Enhanced Automatic Call Distribution

Northwestern University Information Technology offers an Enhanced Automatic Call Distribution (ACD) service for University departments and groups who require an elevated level of service to administer and manage incoming and outgoing call routing. This software-based system works with the current University telephone network to route calls to and from the Enhanced ACD user station.

NUIT continues to offer Basic Automatic Call Distribution service to those University departments and groups that do not require real-time reporting capabilities.

Features

Call Center Representatives are able to:

• Send and receive calls through a PC-based soft client
• Pre-record a personal greeting for incoming calls
• Save, organize, and search frequently dialed numbers
• Alert a supervisor for assistance
• View advanced call detail information
• Call transfer “drag and drop” into a phone directory entry
• Use USB headsets

Supervisory specific features include:

• Advanced reporting tools that include real-time and historical data
• Schedule alerts to monitor call details such as hold times, longest calls, etc.
• Coach staff on live calls
• Call recording and monitoring tools

System features and requirements:

• Fully customizable Windows soft client options
• Advanced ACD scheduling and routing capabilities
• Supported by Windows XP SP2
• Mac OS X limited support*

*Requires use with Windows XP SP2 Parallels Desktop and hard set IP phone.

Cost

The cost is $42 per seat, per month, FY09. A seat is defined as a licensed user or a station. Telephone sets are not included. Additional programming fees may be incurred if changes are requested after the first 30 days of use.

How to Order

To order the Enhanced ACD service, send an e-mail to it-services@northwestern.edu . After the order has been received, a meeting with a service analyst will be scheduled in order to document requirements and discuss options and/or customizations for the new ACD service.