Tag Archive for: ShoreTel ECC
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”…
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…
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…
ShoreTel Contact Center C2G Interaction Reports
Legacy Services, ShoreTel & Mitel, Technical ManagersPrior to release of ShoreTel Contact Center Version 5.0, reporting was essentially statistical analysis. The Contact Center had very useful report generation capabilities that included the ability to add and delete columns to existing pre-defined…
Showing 4 of 40 posts. End of results.