Automated Call Distribution (ACD)

Service Initiation

Call Helpdesk at 212-854-1919

online at: https://www1.columbia.edu/sec/acis/support/consultant/request.html or direct e-mails to CUIT-Design@columbia.edu.

Support

Service Support Contact:

Email askcuit@columbia.edu or call 212-854-1919 e-mail can also be sent to cuit-design@columbia.edu

CUIT Helpdesk Service Hours

Phone Support - 212-854-1919 Hours:

Sunday: 3pm-11pm

Monday – Thursday: 8am-11pm

Friday: 8am-7pm

Saturday: 10am-6pm

Email/Web/online Support askcuit@columbia.edu

Hours: Monday-Friday 9am-5pm

Helpdesk Support Center walk-up facility at 202 Philosophy Hours:

Monday- Friday 10am-6pm

Service Targets:

Priority	Response time
1	1.5 hours
2	6 hours
3	1 business day

Priority definitions

Priority can be deduced using a combination of Urgency and Impact. For reference, the definitions of these terms are as follows:

Impact:a measure of the business criticality of an Incident, often equal to the extent to which an incident leads to degradation of agreed service levels. Impact is often measured by the number of people or systems affected.

Urgency:the necessary speed of solving an incident of a certain impact. A high-impact incident does not, by default, have to be solved immediately.

Priority:is expected effort. This is denoted by a number value, and is determined through assessing a combination of impact and urgency.

The matrix below describes the framework for determining priority.

PRIORITY
		Impact
		Impact
		High	Medium	Low
Urgency	High	1	1	2
	Medium	2	2	3
	Low	2	3	3

Service Contact:

Kathryn Engelhardt

CUIT Executive Owner:

Donna Sadlon, IT Program & Service Managment

Service Description

Consultation, installation, call tree design, onsite and remote support and training for automated call distribution

Status:

Active

Details

Consultation, installation, call tree design, onsite and remote support and training for automated call distribution Reports are available on request.

Standard Service Features

Prepurchase consultation

Phone Tree for call processing

Setup and testing

Reports on call flow

Standard Costs:

Free survey and user consultation

One Time Changes

ACP (Automatic Call Processing) setup cost - $1500
ACP customized recording (per recording) - $510
ACP software modification - $561
ACP or CP report setup- electronic access - $408
ACP or CP report setup- paper report - $408
Call processing software menu setup -$765
Call Processing, per additional level -$510
Call Processing software modification (minimum) -$204

Monthly Recurring Charges

CP single level - generic message - $22.44
ACD single level - customized message - $49.98
CP multi-level - generic message - $33.66
ACP multi-level - customized message - $96.90
Call Processing menu-driven system (per level) - $33.66
ACD report (per report/week - paper) - $51.00
ACD Report (per month - electronic) - $10.20

MISCELLANEOUS SERVICE - One Time Charge

Expedite charge on rush software orders (per order) - $204

Optional

System provides basic call processing i.e. phone three. System will also count call activity for calls related to the system.

Service Eligibility

Administrative departments across the university including CUMC and Parker (New Jersey) campus.

Prerequisites

Relevant phone units ordered and installed.