ShoreTel Contact Center

ShoreTel Enterprise Contact Center Call Routing based on Schedules! 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... More

ShoreTel Enterprise Contact Center Call Routing based on Schedules! 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 wants to see? If we want to know how many callers are hitting the Contact Center during Off-Hours, for example, we can n Less