{"id":67415,"date":"2013-05-30T10:01:38","date_gmt":"2013-05-30T14:01:38","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=67415"},"modified":"2017-11-13T10:19:17","modified_gmt":"2017-11-13T15:19:17","slug":"call-distribution","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/services\/cccs\/phone\/call-distribution\/","title":{"rendered":"Call Distribution"},"content":{"rendered":"<div class=\" bu-callout alignright\"><\/p>\n<h3><span class=\"tw icon-mapmarker\"><\/span> Quick Start<\/h3>\n<p><strong>Available to:<\/strong>\u00a0Departments<\/p>\n<p><strong>Cost:\u00a0<\/strong>Costs depend on the system and features selected<\/p>\n<ul>\n<li>See\u00a0<a href=\"#GettingStarted\">Getting Started<\/a>, below.<\/li>\n<\/ul>\n<p><\/div>\n<p>Call distribution systems automate the distribution of incoming telephone calls for answering by a group of people. They are useful in environments that receive a large number of calls, such as a help desk. IS&amp;T offers two types of systems:\u00a0Hunt Groups and, for additional functionality,\u00a0Call Centers.<\/p>\n<h2>Benefits<\/h2>\n<p>Both\u00a0Hunt Group and Call Centers\u00a0facilitate uniform distribution of incoming calls to a specified group of call takers, called &#8220;agents.&#8221; Both systems can provide daily reports on call statistics, and Call Centers\u00a0also provide a real-time view of statistics. Call distribution systems ensure efficient and equitable use of resources and provide reports that can be used in planning and scheduling people. IS&amp;T provides the analysis and design expertise and takes care of configuring the system to meet your needs.<\/p>\n<h2>Key Features<\/h2>\n<ul>\n<li>Agents can log in and out of the system, based on their availability to take calls.<\/li>\n<li>An incoming call is sent to the agent who has been idle longest. If no agent is available, the system can place the call in queue and play a customizable recording, asking the caller to hold for the next available agent.<\/li>\n<li>Call Centers\u00a0offer additional functionality and include software to be loaded onto a supervisor\u2019s PC allowing for real-time data viewing. The supervisor can see which agents are currently logged in and taking calls, how many calls are waiting to be answered, etc. Management information reports similar to the daily UCD reports described earlier can also be produced, either scheduled or on an ad hoc basis. These reports can also provide agent-specific information, such as the number of calls answered by each agent, average length of calls, etc.<\/li>\n<li>Both systems offer a Music in Queue feature for callers waiting for their calls to be answered.<\/li>\n<\/ul>\n<h2>What to Expect<\/h2>\n<p>This service normally will be available 24 by 7 except for standard change windows, as described in <a href=\"\/tech\/about\/service\/change\/\">IS&amp;T\u2019s standard policies, procedures, and schedules for making changes<\/a>.<\/p>\n<h2>Requirements<\/h2>\n<p>None<\/p>\n<h2><a id=\"GettingStarted\"><\/a>Getting Started<\/h2>\n<p><a href=\"\/tech\/contact\/\" title=\"Contact us\" class=\"myhelp_activate\">Contact us<\/a> or call us at 617-353-2097 for more information.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Call distribution systems automate the distribution of incoming telephone calls for answering by a group of people&#8230;.<\/p>\n","protected":false},"author":1356,"featured_media":0,"parent":605,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"service.php","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/67415"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1356"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=67415"}],"version-history":[{"count":25,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/67415\/revisions"}],"predecessor-version":[{"id":111159,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/67415\/revisions\/111159"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/605"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=67415"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}