Last updated on November 4, 2025
UW Madison utilizes Cisco Contact Center (UCCX) as its contact center solution for campus. DoIT is responsible for supporting all aspects of the contact center solution including the optional call recording solution through Calabrio ONE.
If your department or organization requires more than just basic voice communication, implementing a Cisco Contact Center offers significant advantages over similar campus VoIP solutions such as hunt groups and call handlers. Unlike hunt groups and call trees which provide a basic method of call distribution, a Cisco Contact Center provides advanced features like multi-level condition-based call distribution, real-time analytics, call recording, and cohesive team interaction features. These features make it ideal for managing customer interactions at scale, improving service efficiency, and providing agent flexibility.
Benefits
- Advanced capabilities such as automatic call distribution, skill based call-queues, music-on-hold, customer call-back, dial-in menus, and voicemail triaging.
- Integrated contact-center calendar schedule allows the capability of defining holidays, “custom business days”, and inclement weather closures. The calendar can be remotely managed and can provide custom prompts informing callers of business hours, holidays and weather advisories.
- Comprehensive reporting metrics tracking average agent call time, total calls handled, agent efficiency, calls per queue and more.
- Seamless Finesse call handling interface allows supervisors to view and change agent status, monitor calls and queues, manage calendar settings and send team wide messages and updates.
Requirements
- Contact Center service must be ordered through an Authorized User. Requests for modifying, deleting, or adding new contact center agents have a 1 week turnaround. Requests for creation of new contact centers vary based on the complexity of the request.
- Must be a UW–Madison Employee.
- Webex softphone clients are provided free of charge to faculty and staff. If you are looking to use a Cisco 8851 desk phone for extension mobility, the phone must be ordered using the instructions in this Cisco VoIP KnowledgeBase article. (Note: The Cisco 8851 is the only supported device for extension mobility at this time).
Getting started
- Register as an authorized user
- If you would like to request a new Contact Center, email the Contact Center support team at contact-center-support@doit.wisc.edu. Please include a brief description of some basic requirements for your contact center and we will reach out within a week to schedule an initial consultation.
Options
- Basic Finesse Contact Center agent profile and call handling through Webex client.
- Supervisor finesse contact center agent profile and call handling through Webex client.
- Finesse call handling utilizing Cisco desk phones for contact center agents and supervisors. (Extension Mobility)
- Call Recording for Contact Center agents and supervisors through Calabrio. (Priced at $8 per named user per month).
Forms and tools
- Webex app – Getting started using the Webex app
- Selecting your preferred device for Finesse
- How to listen to recorded calls
- How to run a report in Cisco Unified Intelligence Center
Available to
- Faculty
- Staff