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Auto Attendants & Contact Center

Auto Attendants

Auto Attendants are voice menus ("Press 1 for sales, press 2 for finance") which allow callers to be routed to a department based on menu choices they make. Auto Attendants can be as simple or as complex as you like. They can range from simple one-level menu systems, to ones with complex time-of-day routing, recording messages from callers, sending e-mails.

Cost

There is a setup charge for auto attendants. The charge is dependent on how long we think it will take to make your auto attendant. (see http://www.uis.cam.ac.uk/about-us/consultancy-rate for the current rate) There will be a minimum charge of one hours labour. Before we start work, we will consult with you to get a detailed design for your auto attendant and provide you with a specification and a quote. If you decide to go ahead, you will need to provide us with an order.

Currently the running costs for an auto attendant are just for the phone numbers used (currently £ 1.25 per month excluding VAT).

Once the auto attendant has been setup and made live, small/trivial changes will be free. However, if we feel that the change will involve a substantial amount of work, we may look to charge you for the work (again minimum charge of half an hours labour). We will notify you of any possible charges before we start work.

Contact Center

We can also offer contact center features:

  • Call queuing
  • Real-time view of call queue via a web app.
  • Skills based routing for calls. (Route to the logged in agent with the highest skill)
  • Performance reports.
  • Integration into third party wallboards.

Cost

Contact Center is charged at £10 per agent per month. This is for the maximum number of logged in agents. i.e. You can have ten agents configured, but only pay for four concurrently logged in agents. There is also an hourly setup charge too.