How to use the phone buttons to control a call center agent's availability to answer calls.

List of UNH-specific Help Desk Call Center Override Agents used in the Call Management System (CMS Override Agents).

This article has instructions for logging out a Help Desk Call Center agent remotely.  Help Desk Supervisors/Jr. Shift workers who are logged into their supervisor agent, will be able to perform this task.

How to log into the phone at the beginning of a Call Center phone shift, and how to log out at the end of the shift.

This article illustrates the new call flow into the campus Help Desks along with the voice prompts callers hear.  These changes were implemented August-September 2023 along with the shift to Collegis taking all phone calls 24/7/365.