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VA Technical Reference Model v 21.6

Enghouse Interactive: Communication Center (CC)
Enghouse Interactive: Communication Center (CC) Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: Enghouse Interactive: Communication Center (CC), previously called Zeacom Agent Desktop, is used to manage call centers from a central location. The product helps determine when, and to whom, calls should be delivered based upon caller profile, agent skills, time of day, number dialed and wait times. This technology also supports queuing, Interactive Voice Response (IVR) functionality, and reporting and administration functions.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.4
Decision Date: 04/07/2020
Aliases: Zeacom Communications Center (ZCC) Agent Desktop, Unified Communication for Business (UCB)
Introduced By: TRM Request
Vendor Name: Enghouse Interactive
- The information contained on this page is accurate as of the Decision Date (04/07/2020).