Incoming Call Management: Cisco Finesse

Description

Incoming Call Management makes it possible to handle large numbers of incoming calls by automatically diverting those calls to pre-defined groups of people and queuing excess calls when all group members are busy.

Access

Employee Log in

Employees can access Cisco Finesse via their work telephone or a web browser.

Supervisor Log in

• Resource Management - to assign skills to agents

• Report Management - to create and run reports

When prompted, use your OHIO ID and password to log in.

Cost

• Call Center services are billed as cost recovery.

  • The initial design, setup, and future changes to a Call Center are billed at the rate of time and materials.

  • The ongoing cost is $38 per call center agent handset per month.

Who can access

• Any Ohio University department with phones is eligible for Call Center.

How to request access

Contact the IT Service Desk with the following information:

• State that you would like to request Call Center

• Your OHIO email address

• Your Ohio University phone number

Features

• Queue excess calls

• Queue management

• Historical and real time reports

Additional resources

Service support

• Service Level Agreement: Phones

• Help & Resources: Cisco Finesse

Get help

• Visit the Technology Help Center (help.ohio.edu) to get live support, view outages, and browse trainings.

Accessibility

Ohio University strives to make its digital resources and services accessible to all visitors, including those with disabilities who may also be using assistive technology. If special steps are necessary in order to improve the accessibility of experiences for end users, those steps must be taken. 
 
If you experience a barrier that affects your ability to access OHIO websites, videos, online forums, documents, or other information technology, please let us know. 
For further information about OHIO's digital accessibility resources, see:

• Digital Accessibility

• Office for University Accessibility

• Student Accessibility Services

• Ohio University's IT Accessibility Policy

Security

The Ohio University Information Security Office strives to educate and empower the University community to appropriately manage risks and protect OHIO’s information and systems. This effort is facilitated through policies, standards, an information security risk management program, as well as other tools and guidance that are provided to the University community. This modern approach creates a safe computing environment in which the university community can teach, learn, and conduct research. 

For additional information about OHIO’s security resources, see:

• Resources for students 

• Resources for faculty and staff 

• Resources for researchers