Agent Login Insights

Tag Archive for: Agent Login

Configure Amazon Connnect for SSO using Microsoft Azure

Amazon Connect, Deployment & Automation, Technical Managers

Azure AD Configuration There is work that needs to be done on both sides and typically two different engineers will be working the issue, one on Azure and one in Connect. Step one is for the Azure engineer to setup a new application using…

Amazon Connect Forced Release Behavior Option

Agent Experience, Amazon Connect, Business Managers, Technical Managers

Forced Release or Wrap Behavior for agents that miss a phone call?

WebRTC "peer to peer" Call Center Demo!

Business Managers, Cloud Services, Communications & Collaboration, Technical Managers

What is a “peer to peer” call center? The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating. In fact, no telephone lines are needed, beyond the published…

UCCX Cheat Sheet - Agent Log-in in using Extension Mobility!

Cisco & UCCX, Legacy Services, Technical Managers

There is a two step process for logging into the systems if you are a mobile worker. The first step is to log into a Telephone and make the phone your Extension number. The Second Step is to log into the CISCO Agent Desktop (i.e. CAD)…

ShoreTel Enteprise Contact Center Tool Bar Setup Options

Legacy Services, ShoreTel & Mitel, Technical Managers

As noted in a previous post, there are reasons that you might want to consider using the standard Agent tool bar. The Standard Agent tool bar enables the manipulation of an call center contacts (voice, email and chat) with an unobtrusive GUI.…

ShoreTel ECC Integrated Tool Bar

Business Managers, Legacy Services, ShoreTel & Mitel, Technical Managers

The ShoreTel Contact Center or Enterprise Contact Center product development effort has and continues to be a “process” not an “event”. That is what characterizes software development efforts in general. You have to know…

ShoreTel Contact Center - Integrated Agent Tool Bar

Business Managers, Legacy Services, ShoreTel & Mitel, Technical Managers

The ShoreTel Contact Center provides two strategies for call management at the desktop. We have found that the basic 'agent tool bar' is an excellent solution for call center desktops in which different shifts sit at the same desk, use the…

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