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Automated Call Distribution System Rates

Please note: These are legacy system rates. Please view the new Cisco rates on the following page.

University IT offers several tiers of eACD service to meet the most basic through complex needs of our clients.

A one-time charge includes design and implementation of call vector/call flow, e.g., call flow menus, (custom or generic) holiday, emergency, meeting, and delay announcements; agent telephone set design; agent login ID; and skillset configuration.

The following section summarizes the terms and conditions to which a service subscriber agrees when receiving telephone equipment from University IT (UIT).

  • When an end-user confirms the successful delivery and service on their newly provisioned phone, the ownership of the asset transitions from UIT to the paying cost center.
  • Broken phones due to regular wear and tear, manufacturing defects, or quality of service issues will be replaced without additional charges to the client.
  • Monthly recurring payments for the phone will continue even if the directory number (DN) associated with the phone is deleted. Billing for the phone will automatically stop after a continuous 5 year billing term has concluded (assessed on a quarterly basis).
  • As we are unable to stock and track individual client phones, if an end-user insists that UIT take physical ownership of an older phone, the asset will be considered forfeited back to UIT. Even if forfeited, billing for the phone will continue until the asset has been identified as being provisioned for 5 years.


Service Level One-time Charge Monthly
eACD Standard (Hunt Group)

T&M $138/hour


eACD Enhanced Complexity Level 1
1–2 menus, 2–4 skillsets, 1–10 Virtual Directory Numbers (VDNs)



eACD Enhanced Complexity Level 2
3–6 menus, 5–8 skillsets, 11–30 Virtual Directory Numbers (VDNs)



eACD Enhanced Complexity Level 3
7+ menus, 9+ skillsets, 31+ Virtual Directory Numbers (VDNs)
Based on Scope


Licenses (one-time charge per unit):
Agent license (for Avaya phone)


IP agent license (for non-Avaya phone)


Supervisor license


Station license to support 2nd number on phone (optional)


  Purchase Price Monthly Lease Price
Phone/Sidecar bundle   $10
Last modified October 12, 2017