Service Description
Use this form to request a VoIP report for Enterprise Communication Center (ECC) call activity.
Standard Features
VoIP reports are available for Enterprise Communication Center (ECC) call activity only. Reports cannot be written to display call activity to a user’s personal extension. Examples of ECC call activity include:
- ECC availability of specific users
- Number of ECC calls routed to specific users
- Number of ECC calls answered or abandoned
- Number of calls routed through the main and overflow queues
- Hold times and call times
Optional Features
There are no optional features associated with this service.
Roles and Responsibilities
User Responsibilities:
- User is responsible for providing details related to the request (department, name, contact number, email address).
Telecomm Responsibilities:
- Telecomm staff will communicate the status of the request to the user as needed.
How to Request
Click the Open a Ticket button and complete the request form.
Service Audience
Faculty and Staff.
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).
| Telecomm Basic SLA |
|
| Response Time |
1 business day |
| Resolution Time |
2 business days |
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time
Service Pricing
There are no costs associated with this service.
Institutional Policies
There are no Institutional Policies associated with this service.