A department can request a call queue if they are needing to manage/track and keep statistics on calls coming into their department. This is a great solution for those who receive an abundant amount of calls, i.e. Financial Aid, Admissions, Advising, IT, etc. Currently Cisco Finesse is our call center software and may require some end user training.
You can use Unified CCX applications to route calls to specific agents. You can also integrate Unified CCX with Unified IP IVR to gather caller data and classify incoming calls.Unified CCX includes a web-based real-time and historical reporting system that you can use to monitor system, Contact Service Queue (CSQ), and resource performance.