Call Management Applications

Call Management Applications

The Unified Communications Teams can support departments and individuals understand their requirements to optimize the management of all their unified communications inbound and outbound.

The University has various platforms to help support engagement with people across a range of voice and digital channels for frictionless customer conversations.

Automations & Self-service

We can design intelligent automations across your voice and digital channels to help your customer self-serve and take pressure off your agents.

We can use automations to drive effective self-service through tailored IVR and chatbots.

• Customised speech bot
• Custom IVR dialogues
• Agent omnichannel queuing & routing
• Call and chat routing
• Build your own custom chatbot
• Integrated callback

Teams Call Queuing and Auto Attendant

Call queues in Microsoft Teams provides a method of routing callers to people in your team who can help with a particular issue or question. Those incoming calls will be distributed one at a time to agents in the queue.

Call queues in Microsoft Teams features

• A greeting message.
• Music while people are waiting on hold in a queue.
• Call routing – in First In, First Out (FIFO) order – to agents.
• Handling options for queue overflow and timeout.

Check your telephone number

Check that your telephone extension (Desk) number is your own number. If your telephone number is incorrect please email telephones@ulster.ac.uk immediately as a wrong number will route calls incorrectly.

If you wish to update your telephone number or room number in outlook or staff business card please email your updated details to telephones@ulster.ac.uk.

Contact the Unified Communications Team

Telephone:  +442870124110
Email: telephones@ulster.ac.uk

Address
Room X056
Coleraine Campus
Ulster University
Cromore Road
Coleraine
BT52 1SA