Call Center Administration

ITS offers the campus the following call center services:

Automated Attendant (AKA Call Tree)

A voicemail service that allows callers to hear selected information or be connected to different staff by pressing keys on their telephones.

Request Service or Consultation

For more information and initial consulting regarding the Automated Attendant service, please submit a request at the ITS Support Center.

Mitel’s MiCC (MiContact Center)

MiCC is the campus ACD (Automated Call Distribution) solution for calls coming into a central telephone number and distributed among a designated pool of telephones, allowing multiple staff to handle the incoming call volume. Individual agents can be on campus or remote* (*with the MiCollab softphone), and have the ability to answer and re-route calls as needed. MiCC Supervisors can have access to detailed records of call volume, customer wait times, etc.

Request Service or Consultation

For more information and initial consulting regarding the MiCC service, please submit a request at the ITS Support Center.

MiCC is an advanced Multimedia Contact platform offering agent applications, management applications, and self-service applications. It operates on the Mitel communications system and presents full IP-based contact center capabilities.

MiCC offers solutions for departments of all sizes. MiCC supports multiple-site implementations, thereby enabling dispersed customer-service organizations to behave and be perceived as one single enterprise.

With MiCC any department can improve their customer service through complete, up-to-date information about their staff instantly at hand, and quick responses to customer requests. MiCC allows you to successfully manage the customer experience center with real-time dashboards, historical reports, and business analytics.