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Client Setup Questions

Please note: The University IT Communication Services team is transitioning groups across Stanford from the existing Avaya Call Center solution to the new Cisco Contact Center Platform in a multi-year project that will implement more modern technology at hundreds of call centers across Stanford and the hospitals. This page will soon be updated with more relevant information. Visit the following page to learn more about the project https://uit.stanford.edu/contact-center-migration-project

When clients show interest in pursing a contact center solutions service, the following questionnaire assists the client with crucial decision points that help design their department's call flow based on their input. The client's input results in the design of the specification template sheet that both the client consultant refers to and submits for activation by the Systems Engineering group on the system of the telephone switch.

  1. Group Name
    • What is your department name?
       
  2. Number
    • What is the number that will be called to reach the group?
       
  3. Number of Agents/Stations
    • How many total agents (designated answering staff) will be logging in?
    • How many phones/stations will be needed?
       
  4. Ring Length (redirect on no answer)
    • What is the total number of rings to an available agent before the call is redirected back to the queue?
       
  5. After Hours, Holidays, No Agents Staffed, Meeting and Emergency Routing
    • Where should calls be routed to for each of these conditions?
       
  6. Queue Max Time
    • What is the maximum number of seconds a call should wait on queue?
    • Do you want calls to go to voicemail?
       
  7. After Call Work Time
    • Will there be a time delay between the end of a call to the next call presented to an agent? If yes, how many seconds?
       
  8. Announcement cycle
    • What will callers hear when they are on queue and what is the sequence of the intervals? ex. Generic announcement, 60 seconds music, custom announcement, 60 seconds music, etc.
       
  9. Line of Business
    • Will the agent track type of calls? If yes, you are responsible for creating your own list of categories identified as a 3 digit number.
       
  10. Supervisor
    • Will there be a designated supervisor set that will monitor calls?
Last modified May 6, 2019