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Skills Based Routing in the ShoreTel Enterprise Contact Center!
Published on 2010-08-03 18:00:16
Assuming 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 if there is more than one Agent to choose from. If there [...]Skills Based Routing in the ShoreTel Enterprise Contact Center! is a post from: VOIP Tech Blog
Creating a “Personal Workgroup” to help answer your phone!
Published on 2010-08-02 18:17:09
One of the great attributes of a Personal Call Manager, is the multiple call appearance functionality. When you have an active phone call you can actually see a new call ring in, on your screen. I like to think of this as “priority call management”. Given that I know the value of the call I [...]Creating a “Personal Workgroup” to help answer your phone! is a post from: VOIP Tech Blog
ShoreTel Version 10+ “Find Me/ Follow Me” Enhancements!
Published on 2010-07-09 15:57:27
Mobility and Office Extensibility continue to be “must have” feature sets for success in todays hyper competitve market place. Nobody seems to care if it is after business hours in your time zone. When a client wants you, they want you now and if you can’t be found, they will find someone else! ShoreTel [...]ShoreTel Version 10+ “Find Me/ Follow Me” Enhancements! is a post from: VOIP Tech Blog
