Automated Call Distribution (ACD)

Owned by Kevin Murphy
Last updated: Nov 21, 2012Version comment

Tufts has an Automated Call Distribution System that is used by most of the IT Support Centers

The Management Console is called Contact Center and is available via http://bosccman01.uit.tufts.edu/ (Internet Explorer required) Internet Explorer 7, 8, or 9 is required for all features.  Internet Explorer 10 is not currently working.

Features

  • Ability to report through a web-based system
  • Ability to have a Menu System for callers
  • Ability to have a Message of the Day for callers
  • Ability to distribute phone calls to logged in users in a defined pattern

Requirements

  • Specific model of multi-line phone is required

Groups that use the ACD System at Tufts

  • OIT Support Center
  • HHSL-ITS 
  • Educational Media

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