Tag Archive for: Skills-Based Routing
Skills Based Routing in the ShoreTel Enterprise Contact Center!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersAssuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent. It is important to note that the system will only use this criteria…
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”…
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