University Technology Service (UTS) would like to announce the implementation of the WebEx phone service for NEIU.
As a part of our planned Cisco phone system migration and upgrade project, Phase-I was completed when we upgraded the hardware and software of the current telecommunications system. Phase-II extends our existing phone service with Webex for anytime anywhere use.
What is Webex?
Webex is a lighter version of Webex Meetings and provides softphone capability to NEIU. This means you can take your office phone number with you, forward the number to your cell phone, and use WebEx as a virtual phone that allows you to make and receive phone calls using your NEIU office phone number from your cell phone or computer anytime or anywhere as long as you can access the Internet.
UTS recently completed a pilot test of the service with 100 fellow faculty and staff and have improved our design efforts based on their input. We've now achieved an important milestone and would like our entire community to start using this long sought after service as well. UTS would now like to make Webex generally available to all Faculty and Staff who have an assigned NEIU phone number.
Once you have successfully downloaded and installed Cisco's Webex application, you will be able to make and receive your office phone calls using your assigned NEIU office phone number from your cell phone device or computer anytime and from anywhere and chat with other users. It does not require you to use our NEIU VPN service. Unless you identified otherwise, our phone system will be configured to extend our phone services to your Windows or Macintosh computer.
To help you get started, we have included illustrative flowcharts, queue listings, and PowerPoint files for Agent Desktop / Agent Training, Supervisor, Admin Training. These files are also available as attachments at the right side of this page.
Please start exploring all of the features this app offers. If you need assistance or have any questions, please contact the Technology Help Desk by email at Helpdesk@neiu.edu. Your feedback is both requested and appreciated as we attempt to make our phone services better. Please do not hesitate to contact us with your comments on the service, it’s documentation and FAQs.
Thank you
University Technology Services
Outlines of the PowerPoint files;
Agent Desktop / Agent Training
- Launching the Console and Initiating the Sign In
- Log In
- Go Available to Receive Calls
- Agent States
- Receive an Incoming Call
- Window Controls and Indicators
- Placing a call on hold
- Consulting Request
- Transferring a Call
- End Call and Wrap Up Reason
- Outdial
- Notification Center
- Agent Statistics
- Other Desktop Appearances – Not Responding
- Agent Sign Out
- Help
- Operational Procedures to Remember
- For Helpdesk Agents Only
- Chat
- Initiation
- Inbound to Agent Desktop
- Interaction with user
Supervisor
- Webex Contact Center Service Overview
- What does WxCC do?
- Launching the Console and Initiating the Sign In
- Provisioning
- Agent Profiles
- Aux Codes
- Address Book
- Dashboard and Additional Features
- Management Portal Dashboard
- Call Monitoring
- Monitoring Options
- Call Recordings
- Playback and Download
- Tags and Attributes
- Advanced Searching
Admin Training
- User Enrollment
- Add/Delete Users
- Licenses
- User Status
- Administer Roles
- Working Hours, Holidays, Overrides
- Contact Center Business Hours
- Overrides such as for Emergency Closures
- Holiday List
- Working Hours
- Provisioning
- List of Settings
- Basics
- Call Handling and Management
- Teams
- User Profiles
- Address Book
- Auxiliary Codes
- Agent Profiles
- Multimedia Profiles
- Skill Definitions and Profiles
- Agents / Users
- Entry Point and Entry Point Mapping
- Queue Creation
- Call Flow Designer
- Flows
- Activities
- Music and Message Files (.wav)
- Uploading a new .wav file
- Global Variables
- Chat
- IMI URL
- Engage
- Working Hours