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Enghouse Touchpoint Contact Centers

Project Information

OIT has been working with call center staff to assure a smooth transition to the new Enghouse Touchpoint solution including documenting call queue parameters, recordings, and training. User acceptance training will occur in January and February with each individual contact center supervisor staff to assure that the calls are be handled as expected before migration to the new solution.  

Migration Schedule
Contact CenterMigration Date
Financial AidFebruary 21, 2024
IT Service Center February 21, 2024
RegistrarFebruary 21, 2024
Athletics OutboundMarch 6, 2024
Athletics Season TicketsMarch 6, 2024
Athletics TicketingMarch 6, 2024
Buff InfoMarch 6, 2024
Counseling and Psychiatric ServicesMarch 6, 2024
Clinician LineMarch 6, 2024
CU PresentsMarch 6, 2024
Medical ClinicMarch 6, 2024
Operations Control CenterMarch 6, 2024
Parking Service March 6, 2024
Patient ServicesMarch 6, 2024
HousingMarch 19, 2024
AdmissionsMarch 20, 2024
BursarMarch 20, 2024
Bursars Student Debt ManagementMarch 20, 2024
Continuing Education Accounting March 20, 2024
Continuing Education RegistrationMarch 20, 2024
New Student Family and Family ProgramsMarch 20, 2024


CU Boulder units can effectively manage inbound calls for a contact center by recognizing, answering, and routing incoming calls to appropriately skilled agents or groups.

This is primarily a softphone solution using a computer application to answer calls which supports the hybrid and remote work modalities for CU Boulder. Our phones service including contact centers, need to adapt to provide flexible and agile communication functionality.  

Specialized greetings, announcements, modes, and closure notifications can be set to assure that callers receive timely notification during and outside of business hours. The new software adds new features such as customer callback and place in queue announcements.  


The service is covered by the Connectivity fees.  

Since this is a softphone solution, if a department requests physical phones, they can be purchased for the following prices:

  • 405HD: $117.00
  • 435HD: $190.00
  • 455HD: $499.00 

Who can get it

CU Boulder departments, faculty, or staff that have a need for automatic call distribution.

How to get it


Contact your Telecommunications Liaison and make your request.

Telecommunication Liaisons

  • Go to the Voice/Data Services Request form.
  • Login in with your information and your IdentiKey.
  • Follow the on-screen menus to make your request.
  • If you need assistance, call 5-3333. 

Documentation & Physical Phone Guides 


CU Boulder is committed to providing help information and assistance with campus services for all users, including those with accessibility concerns. Visit the Enghouse Interactive website to learn more about their accessibility policy.  

Support & Training

OIT recommends that both supervisors and agents attend at least one in-person or virtual training session.    

Online training 

Virtual training sessions

Virtual training sessions will take place on Zoom. After registering for training on the Enghouse Bookings site, you will be sent information to join. 

Please note: Supervisors should sign up for both the agent and supervisor training. 

Zoom training scheduleAgent training sessionsSupervisor training session
Monday, Feb. 1210:30 a.m. - 12 p.m. and 1 - 2:30 p.m.3 - 3:45 p.m.
Tuesday, Feb. 138:30 - 10 a.m. and 1 - 2:30 p.m.3 - 3:45 p.m.
Wednesday, Feb. 148:30 - 10 a.m. and 10:30 a.m. - 12 p.m.3 - 3:45 p.m.
Thursday, Feb. 1510:30 a.m. - 12 p.m. and 1 - 2:30 p.m.3 - 3:45 p.m.
Friday, Feb. 168:30 - 10 a.m. and 10:30 a.m. - 12 p.m.3 - 3:45 p.m.

In-person training sessions

In person training sessions at the Village Center Multipurpose Room C. Please bring your University-owned laptop. If you do not have a laptop available, please contact Jamie Mclandsborough so that we can provide a laptop for training.

Supervisors, the in-person supervisor training is recommended and includes both agent and supervisor content.  

In-person training scheduleAgent training sessionsSupervisor training session
Monday, Feb. 2610:30 a.m. - 12 p.m. and 1 - 2:30 p.m.3 - 4:45 p.m.
Tuesday, Feb. 279:30 - 10:30 a.m. and 1 - 2:30 p.m.3 - 4:45 p.m.
Wednesday, Feb. 2810:30 a.m. - 12 p.m. and 1 - 2:30 p.m.3 - 4:45 p.m.
Thursday, Feb. 299:30 - 10:30 a.m. and 1 - 2:30 p.m.3 - 4:45 p.m.
Friday, March 19:30 - 10:30 a.m. and 1 - 2:30 p.m.3 - 4:45 p.m.