ShoreTel Enterprise Contact Center Call Routing based on Schedules
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...
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ShoreTel Enterprise Contact Center Call Routing based on Schedules
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, each
call to the Contact Center hits a route point first, why not apply the OnHours/OffHours call
handling directly to the route point?
At the end of the day, Contact Centers are designed to provide management, detailed
information to facilitate staffing, allocate resources, decrease call holding time and increase
customer satisfaction.
Candidly, it is all about REPORTS! My personal prejudice is that
contact centers should be designed by starting with Reports! What is it that Management
Less
