Tag Archive for: Call Routing
Route Points, IRN's and Media Streams!
Legacy Services, ShoreTel & Mitel, Technical ManagersLately the subject of ShoreTel Route Points and IRN’s has been getting a lot of “mind share” from those working with them. Two questions: How many Route Points can a ShoreTel server support? How many IRN’s can an ECC support?…
Live Operator or Automated Attendant?
Business Managers, Legacy Services, Telephony ArchivesRemember, you never get a second chance to make a first impression! How you handle an incoming telephone call will largely define your company to the calling public, scarefully consider what image you want to project. Some businesses feel strongly…
ShoreTel Enterprice Contact Center Skills Based Routing!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe ShoreTel Enterprise Contact Center provides for “Skills Based Routing” an often confusing and misunderstood feature. It is important to note that this function might not achieve the desired result as it is only effective when there is…
ShoreTel Contact Center Call Select or Agent Select
Legacy Services, ShoreTel & Mitel, Technical ManagersConfiguring 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”…
Least Cost Routing?
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersAt one point in the evolution of telecommunications features, least cost routing was so sophisticated a function that it required an external processor. In the early 80’s when most large multi site telephone system installations were based…
Your ShoreTel Provider - What does it take to implement VoIP!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical Managers If you ask your average IT professional what a T span is, the usual response will be that it is a 1.5MB connection to the internet. Ask your average telecom tech what a T span is and you will be told it is 24 channels of dial tone! As a VoIP…
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