If you have been following our tech tips, you know that route points in the ShoreTel IPBX have a matching IRN in the Contact Center. If you want to route a call to a different destination based on the date and time that a call hits the Contact Center, how and where would you apply the schedule? Technicians familiar with the ease of creating schedules in the ShoreTel IPBX, might immediately apply a schedule to a route point. After all, [...]

I 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 by pass the entire call center process!   For a call center manager, this is very frustrating!  Your create a Contact Center to organize the flow of calls to your Technical Assistance Center, and clients by pass the process by calling your Agents/technicians [...]

The 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 click” on an active call to immediately list all of your options. (You will find that there is always more than one way to do things in the ShoreTel Call Manager). The Call Manager can be customized by the system [...]

As 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. The toolbar can be standardized for each agent or a supervisor can allow agents to create there own tool bars. There is a setup icon that enables the ability to add or remove icons associated with different contact [...]

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 same computer and phone.  It is easy enough to program the tool bar to prompt the agent for there log-in information.   In this way, you can set up your phones with extension numbers that multiple agents can [...]