Tag Archive for: ShoreTel ECC
PDF and Email those ShoreTel Historical Reports!
Legacy Services, ShoreTel & Mitel, Technical Managers“Historically”, excuse the pun, we always had a challenge with ShoreTel Contact Center Historical report!There were two issues.First, though you could schedule a report to be run automatically at a present time, you had to chose between…
How to create ShoreTel AA and ECC audio Files!
Legacy Services, ShoreTel & Mitel, Technical ManagersYou can hardly install a Automated Attendant with out creating the Audio files! If you have looked at any of our videos on setting up the ShoreTel Enterprise Contact Center, you know that we urge you to create all of your audio files before…
ECC Medical Applications
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersWith 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…
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…
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?…
Preview ShoreTel ECC 5.1 Agent Tool Bar!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersShoreTel has now release the Enterprise Contact Center 5.1 for Beta users. We are just now playin with it, but it has quite a few hot new features and even a new "look and feel" as it relates to icons. For those of you who have installed…
Where is the ShoreTel ECC Query file?
Legacy Services, ShoreTel & Mitel, Technical ManagersThe ShoreTel Enterprise Contact Center has two sources of generating both historical and real time data. With the release of 5.X, ShoreTel created the C2G (“cradle to grave”) or Interaction Reporting functionality. This MySQL database…
ShoreTel Abandoned Call Handling
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersEvery call center has peaks and valleys. Normall businesses operate with very predictable calling patterns. Traffic over the normal business day, starts out slow and peaks between 10AM and 2 PM in the afternoon, then trickles down. The…
ToolBar Options for ShoreTel Call Managers
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe Personal or Professional Call Manager has long been a key element in the success of the ShoreTel solution. This desktop call control application enables you to easily manage your phone calls. “Point and Click” to take action, or “right…
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 Integrated Tool Bar
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe 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 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…
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