Tag Archive for: Call Flow Scripting

Callback script comparison preview

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

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It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
Callback script comparison preview

ShoreTel ECC – the powerful “change call profile” scripting tool!

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Call Profiles can be of two varieties in the ShoreTel Enterprise Contact Center. They are either System Mandatory or User definable. ( Actually, to be absolutely correct, we need to acknowledge that "Skill Sets" are another type of call profile,…
Callback script comparison preview

Why move the Auto Attendant into the Contact Center?

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Many Call Center applications have an Automated Attendant front end call tree.  Typically, you  might have an Automated Attendant that plays the familiar On-Hours recoding: “Thank you for calling our company, press 1 for technical support…
Callback script comparison preview

ShoreTel Enterprise Contact Center "Change Call Profile" icon

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How many people hit the Auto Attendant and then dialed one for Sales? One of the most requested reports from ShoreTel clients is the analysis of Automated Attendant key strokes. With in the ShoreTel iPBX there are probably several ways to implement…
Callback script comparison preview

ECC Medical Applications

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With all the talk about "health care" you would expect growing demand for  more application integration for this particular industry vertical!  The ShoreTel Enterprise Contact Center can process "dial lists" that enable the system  to make…
Callback script comparison preview

ShoreTel Contact Center Call Select or Agent Select

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Configuring a ShoreTel ECC is better understood if we start from the Agent and work back to the caller. In the ShoreTel Enterpriser Contact Center we first define Agents whom we then assign to Groups which are generally the “destination”…
Callback script comparison preview

ShoreTel ECC Abandoned Call - Call Back and Dial List applications!

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The ShoreTel Enterprise Contact Center has several features that are often confused: Abandoned Call, Call Back and Dial Lists. Thought the features are somewhat similar, they work in different applications and not all for these features are…

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