Features | University IT

This table explains the features you can use in conjunction with the new Stanford Contact Center Solution.

Feature	Tool	how it works
Agent/Supervisor Desktop	Cisco Finesse	Call control at desktop Ability to present data collected from callers Enables supervisors to live monitor agents who are part of the IT team and also view their team and queues in real-time Provides control of mobility and remote agent functionality
Silent Monitoring	Cisco Finesse	Supervisor can silently monitor (listen to) agent-caller interaction
Gadgets	Cisco Finesse	A Gadget, or a mini webpage or application that is placed within the Finesse desktop, gives agents access to information they need inside a single application: Cisco Finesse. The Phonebook and Threshold Gadget are included as part of the standard service. Phonebook Gadget: provides Finesse users with a personal and team phonebook with integrated call controls. (See Phonebook gadget for supervisors; Phonebook gadget for agents) Threshold Gadget: provides an informational pop-up message displayed to Finesse desktop agents or supervisors when call queue times are over a certain determined time limit. (See Threshold gadget) Learn more about Cisco Finesse UCCE gadgets
Softphone	Jabber for UCCE (Unified Contact Center Enterprise)	(Phone)Jabber for UCCE Jabber works as Finesse endpoint for taking contact center calls Can be used off-campus for remote workers
Contact Center Management	UCCE Admin Web Portal	Supervisor portal for managing agents, skill levels, precision queues, and agent attribute assignments
Real-time Displays and Dashboards	Cisco Unified Information Center / Finesse Desktop	Displays real-time statistics for awareness and in-the-moment queue and agent management Different views are available in each tool with CUIC real-time statistics and collections that can be displayed on wallboards
Historical Reporting	Cisco Unified Information Center (CUIC)	Primary source for contact center historical reporting
Agent Greeting	Core UCCE Platform Feature	Plays a pre-recorded greeting when a caller is connected to an agent Caller and agent both hear greeting
Whisper Greeting	Core UCCE Platform Feature	Informs the agent of the nature of the incoming call before the caller is connected Caller does not hear the greeting
Voice Recordings for Contact Center Menus	Core UCCE Platform Feature	In-house voice talent for contact center menu recordings in English Simple Spanish recordings (only offered if in-house voice talent is available) Learn more about base services and fee-based services
Emergency Mode Activation	Emergency Activation Application	Enables end-user to activate Emergency Mode Use during building evacuations or other emergencies that render agents unable to answer queue calls
Meeting Mode Activation	Meeting Mode Application	Enables end-user to activate Meeting Mode Use when the entire group is away from the queue (to attend an all-hands meeting, for example)
Ad Hoc Prompt Recording	Prompt Recorder	Enables client groups to update (pre-defined) recorded announcements on an ad hoc basis
Skills-Based Routing	Skills-Based Routing	Calls are queued and routed to agents based on predefined skills assigned to each agent
Advanced Queueing	Precision Queueing	Queueing based on matching a caller's needs with an agent's attributes