Call Centre

The University’s enterprise call centre system (Avaya Aura Contact Centre) can provide full call centre functionality. This means callers can interact with an automated options menu (Interactive Voice Response), which gathers information and distributes calls to the appropriate recipients (e.g. press 1 to speak with business area ‘A’, press 2 to speak with service division ‘B’, etc…).  

Depending on your requirements, ITS can program anything from, but not limited to: 

• Basic call centres that direct callers to a particular destination;  

• Fully accessorised call centre with operator logins, interactive voice response (automated options menu), announcements, skill-based routing, after hour’s redirection, etc… 

ITS can also facilitate the use of softphones, which may replace your physical desk phone and/or aid agreed WFH arrangements. In addition, ITS can provide access to ‘Supervisor’ functionality, which allows you to report on call centre usage, incoming call volume, abandoned call volume, etc… 

Note: the establishment of these services will incur license costs and funding to design, build and implement your call centre to ensure it meets your business requirements. Any request for these services should be submitted via the Service Desk Portal. 

Additional Call Distribution Options 

If funding is unavailable for your area and your requirements are very basic, you can leverage the Bridged Appearance or Call Pickup Group features.  

A Bridged Appearance can be used to make and answer calls on behalf of the call appearance user. That is, when the primary extension is called, an additional desk phone/phones can be configured to ring as well.  

A Call Pickup Group can be configured whereby all desk phones will start flashing when a call is made to any extension in your group. 

Any request for these services should be submitted via the Service Desk Portal. 

Note: Another feature is a Hunt Group, which allows an incoming call to be distributed to another phone extension(s) defined within a group, but importantly, only if the primary extension is busy. If the primary extension operator is away from their desk phone, all calls will continue to ring on this extension only. As such, this this configuration is unlikely to meet even basic call distribution requirements and is actively discouraged.