Request Service [7]
Get Support [8]
Call processing/queuing allows a department to manage incoming phone calls.
Call processing/queuing is a business phone feature [9] that allows a department to manage incoming phone calls. There are two options:
- Call processing presents callers with list of menu selections.
- Call queuing places calls in a queue for the next available agent in a group.
The options can be implemented independently (that is, either call processing or call queuing) or together (for example, a call processing menu selection could direct the caller to a group whose calls are managed by call queuing).
Call processing provides a menu of options (for example, press 1 for this, press 2 for that).
Call queuing can be programmed to distribute calls evenly to all agents or select the most skilled agent. It can display real-time information for the number of calls in the queue and the longest wait time in queue.
Cost
Service | One-time Setup Cost | Monthly Cost |
---|---|---|
Call Processing | $45 | $45 |
Call Queuing | $90 + $45 per agent | $35 per agent |
If you need help or have questions about the service, please email us at IThelp@uoguelph.ca or check our CCS Help Services page for more ways to contact us:
- CCS Help Services [10]
There may be scheduled maintenance or a service issue occurring. Please refer to CCS System Status Page for more information:
Item | Expectation |
---|---|
Service availability | 24x7 except during scheduled maintenance (see CCS System Status [11] Page). |
Service requests and problems | Response times vary, however we will do our best to respond as quickly as possible. |
Support is available during regular business hours.
The Department Administrator should submit an online MACdesk (Moves, Adds, and Changes) Service [12] request.
Within five business days, Computing and Communications Services (CCS) will contact you to discuss your requirements then work with you to develop, test, and implement the service. Typically, call processing can be implemented in one week and call queuing can be implemented in one month.