Tag Archive for: Queue Management
ShoreTel Contact Center Overflow Concepts and Direct Calls to Agent!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersI would like to kill call center challenges with one blog! In many call center environments, it is possible that an agent has a Direct in Dial (e.g. DID) number that a client might call and bypass the entire call center process! For a…
ShoreTel Enteprise Contact Center Tool Bar Setup Options
Legacy Services, ShoreTel & Mitel, Technical ManagersAs 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 Abandoned Call - Call Back and Dial List applications!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe 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…
Call Center Design
Business Managers, Legacy Services, Telephony ArchivesIt is very normal to start planning a call center around the concept of DNIS, Groups, Agents and Skills. Experience has taught us, however, that call center design needs to start with a more important concept. Call Centers are performance…
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