Call Processing/Queuing

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Call Processing/Queuing is a business phone feature 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.

Service One-time Setup Cost Monthly Cost
Call Processing $45 $45
Call Queuing $90 + $45 per agent $35 per agent

Support or Help

If you need help or have questions about the service please use one of the following methods for contacting CCS for assistance:

If you cannot access the server, there may be a scheduled maintenance or a service issue occuring. Please refer to the following for more information: 

  1. Check the CCS Scheduled Maintenance Calendar.
  2. Check the CCS System Status Page.
  3. Contact the CCS Help Centre.

Who is eligible to use this service?

This service is available for:

  • Staff
  • Faculty

Service Availability

Item Expectation
Service availability 24x7 except during scheduled maintenance (see CCS System Status 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.

How Do I Request or Access this Service?

The Department Administrator submits an online MACdesk (Moves, Adds, and Changes) Service 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.