TELEPHONE SYSTEM OVERVIEW & FEATURES
UTSA Tech Solutions provides telecommunication services to students, faculty, and staff across the university. Our goal is to ensure seamless communication for all university operations by offering a diverse range of features, systems, and services. We utilize the industry-leading Cisco Unified Communications platform, which includes Cisco Unity Connection, Cisco Contact Center Express, and Webex to meet the diverse needs of our community.
With Cisco as our partner, UTSA Tech Solutions delivers high-quality and reliable voice and collaboration services. This comprehensive system integrates with email, video conferencing, and data networks, ensuring efficient communication across the university. Our system supports traditional desk phones, analog phones, and softphones, offering flexibility for every user.
UTSA UNITY VOICEMAIL
Voicemail and Unified Messaging Service, enabling users to manage voice, email, and other forms of communication from one interface. For more information regarding UTSA Unity Voicemail, please check out our UTSA Unity Voicemail Knowledge Article.
CONTACT CENTER
Contact Center Express (CCX) is used to manage customer service and other inbound and outbound calls across the university. This platform provides:
- Intelligent Call Routing: Routes calls based on defined rules and preferences, ensuring that each call reaches the right team member.
- Call Queues & Hold Features: Organizes calls in queues to minimize wait times, and provides options for call-back services when agents are unavailable.
- Real-time Monitoring: Supervisors can monitor agent performance, listen in on calls, and provide support where needed.
- Reporting & Analytics: Track call volumes, response times, and agent productivity.
HUNT GROUPS
Hunt Groups allow for the distribution of incoming calls across multiple phones within a group, ensuring that calls are answered promptly. Features include:
- Sequential or Simultaneous Ringing: Choose how calls are routed to the group, either one at a time (sequentially) or to all phones at once.
- Overflow Handling: When the first line in the group is busy or unanswered, calls are automatically routed to the next available phone.
CALL PICKUP GROUPS
Call Pickup Groups enable users to answer calls ringing on other phones within their group. Ideal for departments or teams working in close proximity, this feature allows you to:
- Answer Nearby Calls: Pick up calls that are ringing on a colleague’s phone within the same group.
- Easy Transfer & Collaboration: Quickly transfer calls within the same group for seamless communication.
CALL HANDLERS/ AUTO ATTENDANTS
Call Handlers and Auto Attendants provide a self-service option for routing calls. Features include:
- Automated Call Answering: Greet callers with a professional message and guide them through options to reach the correct department.
- Menu Options: Customizable menus that provide callers with options (e.g., “Press 1 for Sales, Press 2 for Support”).
- Time-based Routing: Automatically change the menu options based on business hours, holidays, or other criteria.