Automatic Call Distribution — ACD
Access to the call routing tool for Columbia University service desks and IT groups.
Also known as Help Desk phone system, iNContact, Contact Center, ININ, Interactive Intelligence
CUIT offers solutions for Automatic Call Distribution (ACD) to allow the University's help and service desks manage incoming calls. ACD is desktop application that automatically selects and distributes incoming calls to available agents.
With the introduction of the RingCentral Unified Communications (UC) service that will replace wired desktop telephones (both ROLM phones and Netphones) throughout the Columbia campus between 2020-2025, the legacy ININ and Rolm Automatic Call Distribution/Call Processing systems are being phased out and replaced with RingCentral's Contact Center.
ACD Solutions
Application Suite
Auto Attendant (Call Processing)
Manages phone calls when no agents are available. Package includes recorded script that allows customers to direct their call to pre-defined destinations; can be used with or without ACD.
Agent Interface Software
Easy-to-use dashboard allows agents to handle calls, chats, and emails with customers.
Management Interface Software
Allows supervisors to monitor calls for review and coaching purposes, or to barge-in and take over calls if needed.
Call Center Analytics & Reporting
Provides access to metrics and easy-to-read reports to improve processes and customer experiences.
Omnichannel Routing
Allows agents to interact with customers via phone, email, text or web chat.
Available Applications
Call Processing
Package includes recorded script that allows customers to direct their call to pre-defined destinations; can be used with or without ACD.
Interaction Client
Used by all agents to place and answer calls via their desktop; staff can also monitor status, activity and queues of peers in the workgroup.
Interaction Supervisor
Provides access to robust statistical reporting and full workgroup monitoring capabilities.
Interaction Center Business Manager
Records and stores agents' conversations for reference and coaching purposes.
Pricing
- Service type
- Contact Center Level 2
- Description
- ACD Media 2, client access, basic station
- One-time fee
- $1,185
- Monthly fee
- $38.60/month
- Service type
- Supervisor
- Description
- Access dialer plugin, historical reports, access workgroup plugin
- One-time fee
- $625
- Monthly fee
- $38.60/month
- Service type
- Recorder
- Description
- Access recorder, recorder client, recorder monitoring
- One-time fee
- $380
- Monthly fee
- $38.60/month
- Service type
- Softphone (SIP)/Remote Access
- Description
- Basic station access
- One-time fee
- $65
- Monthly fee
- $5.10/month
- Service type
- Initial ININ phone installation
- Description
- First connection per building/floor
- One-time fee
- $237.70
- Monthly fee
- $46.60/month
- Service type
- Additional ININ phone installation
- Description
- Each additional installation per building/floor
- One-time fee
- $102.00
- Monthly fee
- $46.60/month
- Service type
- Remote ININ phone relocation, downgrade or upgrade
- Description
- For changes when an in-person field technician is not needed
- One-time fee
- $102.00
- Monthly fee
- $46.60/month
- Service type
- In-person ININ phone relocation, downgrade or upgrade
- Description
- For changes when the field technician is required on-site (for the first connection per building or floor)
- One-time fee
- $237.70
- Monthly fee
- $46.60/month
- Service type
- ININ IVR (Interactive Voice Response)
- Description
- Development of IVR queue, setup for queue options, recording integrations, user rights, supervisor rights, training, testing, etc.
- One-time fee
- $2550 base for 25 hours of labor. After 25 hours, 15% of project fee will be applied.
- Monthly fee
- n/a
- Service type
- ININ software modification
- Description
- For modifying IVR options
- One-time fee
- $102/hour
- Monthly fee
- n/a
- Service type
- ININ recording modification
- Description
- For updates to recordings
- One-time fee
- $102/hour
- Monthly fee
- n/a
- Service type
- ININ phone modification
- Description
- Adding extensions on phone or changing the feature package
- One-time fee
- $102/hour
- Monthly fee
- n/a
- Service type
- ININ front end setup
- Description
- Development of IVR profile options
- One-time fee
- $816 base for 8 hours of labor. After 8 hours, $102/hour rate will be applied.
- Monthly fee
- n/a
- Service type
- ININ SIP setup
- Description
- Softphone configuration
- One-time fee
- $102/hour
- Monthly fee
- $5.70/month (for adding line to ININ with no additional equipment)
- Service type
- ININ report assistant
- Description
- Installation and configuration of plugin to to access the assistant supervisor report
- One-time fee
- $102/hour
- Monthly fee
- n/a
- Service type
- Expedited ININ phone installation
- Description
- Additional fee for expedited service
- One-time fee
- $1,169.40
- Monthly fee
- n/a
- Service type
- Expedited ININ software modification
- Description
- Additional fee for expedited service
- One-time fee
- $237.70
- Monthly fee
- n/a
- Service type
- ININ project management
- Description
- Additional fee if required
- One-time fee
- 15% fee will be applied for work beyond original scope
- Monthly fee
- n/a
- Service type
- ININ phone headset
- Description
- Model C540 Plantronics
- One-time fee
- $291.70
- Monthly fee
- n/a
- Service type
- ININ phone headset
- Description
- Model HW720 Plantronics
- One-time fee
- $151.90
- Monthly fee
- n/a
FAQ
Yes, training for both supervisor and agents can be provided by CUIT, please submit a ticket with your department or school, desired timeframe, venue, number of participants and type of training needed (supervisor, agent, or both).
Yes, supervisors will be provided access to create and run reports.
Yes, this is available depending on the configuration requested.
Please contact the CUIT Service Desk by calling 212-854-1919 or submitting a ticket. This information will be routed to the appropriate group to reset your password.
Please contact the CUIT Service Desk by calling 212-854-1919 or submitting a ticket and provide any relevant information including any error messages that you may have received.