Skills Based Routing in the ShoreTel Enterprise Contact Center!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersAssuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent. It is important to note that the system will only use this criteria…
Creating a “Personal Workgroup” to help answer your phone!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersOne of the great attributes of a Personal Call Manager, is the multiple call appearance functionality. When you have an active phone call you can actually see a new call ring in, on your screen. I like to think of this as “priority…