UB Call Center Service

Procure an automated, menu-tree call center service for your UB department. A one-time licensing fee is required.

Request a Call Center
Request a Change to Call Center Agents, Scripts or Prompts

On this page:

UB Call Center Features

  • Customized greetings
  • Open/closed schedule
  • UB Person Number entry and InfoSource integration
  • Call transfer options (e.g., “Press 1 for…”)
  • Voicemail
  • Customized on-hold messages
  • Use of wrap-up codes to categorize each call
  • Detailed historical reports on agent and queue data

This is only a partial list. Please speak with a UBIT staff member for more information.

UB Call Center Design

We work with you to design, test and implement a menu tree that suits your business needs. 

Example call center workflow:

Zoom image: Call Center Workflow Call Center Workflow.

Step-by-Step Instructions

Common Questions

What kind of UB organizations are eligible?

The service is geared towards UB departments with a high call volume, but it is open to all.

Is there voice recognition? That is, can people just speak their answers at prompts?

No.

Is any special phone equipment necessary?

No.  All new 8800 model desk phones are supported with many staff using an optional headset for hands-free operation.  The Jabber softphone client with USB headset is also supported.

How much is the one-time licensing fee?

A premium license is required for each concurrent agent handling calls from the queue.  Please contact UBIT to get the current amount and see if it fits your department budget.

Still need help?

Contact the UBIT Help Center.