Shoretel call manager software smart call manager v. One of the mostasked questions and confusing parts of the mitelshoretel connect transition is the licensing changes from 14. If you have more than 60 queues that have many agents in most of the queues, you will experience performance issues in your supervisor dashboards. Shoretel contact center supervisor is a software program developed by shoretel. Mitel connect contact center is a powerful yet easytouse solution that enables. The setup package generally installs about 44 files and is usually about 77. Mitel mivoice connect contact center supervisor guide.
Shoretel contact center if this is your first visit, be sure to check out the faq by clicking the link above. A third party uninstaller can automatically help you uninstall any unwanted programs and completely remove all of its files and free up your hard disk space. The shoreware suite of contact center applications is designed to meet the needs of todays businesses. Mitel connect cloud contact center supervisor training webinar learn how to use all of the supervisor features of shoretel connect. Any shoretel sky phone profile can have a hosted contact center agent license added to it, even employees outside of a traditional contact center group. Contact center agent dashboard, contact center interaction viewer and how to better use them.
In this guide, we will translate everything you need to know about connect licensing. Shoretel offers a wide range of ip phones with the right solution for every user. Included with the supervisor call manager are the following features. Mar 07, 2014 ccir contact center interactive reports and cciv and contact center interactive viewer will actually give you access to the live stream of data in the database that is going on if you want to program and script your own code. Shoretel enterprise contact center shoretel contact center supervisor guide 10 dnis dialed number identification service. Shoretel contact center agent is a program developed by shoretel. Should we upgrade our enterprise contact center to connect. Shoretel vs avaya aura call center elite comparison getapp. Mandatory fields are predefined and exist in any shoretel contact center solution installation.
Contact center operation involves more than software and technology. Shoretel shorephone ip telephones offer all the advanced features and quality that users demand, and are preconfigured to match the shoretel uc system for quick and easy installation. We created this page to help you find out what happened to shoretels most popular products after the acquisition by mitel, and where possible, direct you to their new names or. Shoretel enterprise contact center shoretel contact center 8 installing and implementing chat 12 the web. What is shoretel connect contact center and why should i migrate.
Shoretel contact center supervisor should i remove it. Shoretel connect contact center end user supervisor on vimeo. Objectives of this book shoretel is now part of mitel. If you have shoretel enterprise contact center ecc and want to upgrade to. A series of digits that precede a phone call with the number the caller dialed. Shoretel connect contact center is the latest software platform for contact. Connect client user guide 5 preface this preface provides information about the objectives, organization, and conventions used in the user guide. Follow the instructions given by the call center agent on shipping delivery to the. Shoretel is an allinone telephony cloud solution that offers a range of products covering a business phone system, voip, cloud pbx, hosted contact center, and unified communications.
Micontact center campaign manager micontact center quality management. The shoretel enterprise contact center solution is designed to help organizations respond to the consumerdriven market place with a communications platform that puts business intelligence right. The software installer includes 42 files and is usually about 20. Shoretel enterprise contact center shoretel enterprise contact center 8 report data fields 7 agent group agent groups form specialized units that receive and place calls. Together, we look forward to helping you power connections that are brilliantly simple. Shoretel connect contact center is the latest software platform for contact center users, it replaces the enterprise contact center ecc. Shoretel enterprise contact center shoretel contact center 8 administrator guide 4 chapter, troubleshooting contact center configuration chapter a, using time zone data conventions the following typographical marking conventions are used in this document. With shoretel ecc and shoretel connect contact center, these options are readily.
In this guide, we will translate everything you need to know. Upgrade mivoice connect contact center software on primary contact. A group is a destination of the service entity in shoretel contact center solution. Agent manager, contact center reports, and wallboard director. A better way to uninstall shoretel contact center supervisor with added benefits there is a much easier and safer way to uninstall shoretel contact center supervisor completely. Installing and implementing enterprise contact center chat supervisor guide using agent toolbar contextsensitive online help contact center documentation can be found in the documentation folder of the shoretel contact center solution installation cd and on the shoretel web site. Shoretel connect contact center live webinar recap a closer. Compare real user opinions on the pros and cons to make more informed decisions.
Mitel connect cloud contact center supervisor training webinar learn how to use all of the supervisor features of shoretel connect cloud contact center. Shoretel enterprise contact center shoretel contact center 8 administrator guide 4 chapter, troubleshooting contact center configuration chapter a, using time zone data conventions the. The supervisor call manager licenses is an add on licenses to the basic call manager communicator licenses. Quick dialer gives you access to directories and personal outlook contacts. Shoretel contact center solutions offer organizations of all sizes an important opportunity to gain a competitive advantage by improving customer service, while reducing the cost of deploying and maintaining a highperformance call center. Shoretel support is one of those things that we often dont think about until we need it. From the windows desktop, click start all programs shoretel shoreware contact. Configurable contact center agent dashboard ccad reports on agent and group performances conscientious designs for minimal report footprint include informative tooltips and a separate full screen mode. Shoretel connect contact center sccc allows users to unify standalone contact center solutions into a single webbased platform. To start viewing messages, select the forum that you want to visit from the selection below. Phones, communicator, conferencing, and collab, mobility, enterprise contact center, director, and other docs. Shoretel contact center 6 introduces the shoretel contact center agent dashboard, a web based application which enables supervisors to publish customized dashboards for agents.
Contact center cloud service plans shoretel by ideacom. Silent install for deploying the shoretel connect client. This can be difficult because removing this by hand takes some. Shoreware agent toolbar is a powerful, easytouse software application that provides agents. The status bar changes to reflect information about the currently connected call. Productivity call center dashboard for agents mitel. Shoretel enterprise contact center shoretel enterprise contact center 8 using agent toolbar 11 1. This can be difficult because removing this by hand takes some advanced knowledge related to removing windows applications by hand. It enables previously standalone contact center functions, including acd, ivr.
Phones, communicator, conferencing, and collab, mobility, enterprise contact center, director, and other docs will be found here. Shoretel connect onsite contact center administration guide. The shoretel workgroup feature set, built on the f the standard out of the box shoretel ipbx, when combined with the shoretel workgroup monitor software option is a powerful call center strategy. The difference is for supervisors, some tools are still local in whats called a thick client, you have to install, but by and large, when youre managing the contact. Using these applications you can monitor automatic call distribution acd activities, generate reports on call center performance, and display messages on wallboards. If this is your first visit, be sure to check out the faq by clicking the link above. Can our ecc system upgrade directly to shoretel connect contact center. Solutions are connected via software interface over the internet protocol. Shoretel connect is the newest version of shoretels onpremise and cloud solutions and is essentially a version 15 for onpremise customers. At packet fusion, we connect the dots to the best enterprise communications solutions available today.
By deploying shoretel enterprise shoretel enterprise contact center maximizing customer satisfaction in the virtual call center. The shoretel enterprise contact center solution is designed to help organizations respond to the consumerdriven market place with a communications platform that puts business intelligence right where its needed. Many wonder why its been rebranded as shoretel connect and theres a few reasons. Documentation overview the following documents offer additional information about the contact center system. Many wonder why its been rebranded as shoretel connect and. It truly rivals any solution in the market at any price point. This is shoretel connect contact center end user supervisor by mitel on vimeo, the home for high quality videos and the people who love them. Conventions preface administrator guide shoretel connect onsite contact center 4 chapter, troubleshooting shoretel connect contact center configuration chaptera, using time zone data. Manuals and quick reference guides spanning the shoretel product and software line. Shoretel connect contact center is a fully featured customer engagement suite that helps you amplify customer experiences. Move between active calls by clicking the toggle button.
There are also a number of optional addon features for conferencing, automated attendant services, calling, business intelligence, and more. We created this page to help you find out what happened to shoretels. Find shoretel software downloads at cnet, the most comprehensive source for safe, trusted, and spywarefree downloads on the web. Shoretel contact center supervisor is a program by the software company shoretel inc some users choose to uninstall this application. Installing and implementing enterprise contact center chat supervisor guide using agent toolbar contextsensitive online help contact center documentation can be found in the documentation. Shoretel enterprise contact center includes three applications for supervisors. Mitel connect cloud contact center supervisor training. Shoretel contact center 8 applications interface guide. The dashboard, which can be deployed for use on ipads and mobile devices, also provides call center managers with a consolidated view of their call center while on the move. This guide is intended for call center supervisors.
Shoretel enterprise contact center shoretel contact center applications interface guide 7 call profile fields each field in the call profile is either mandatory or optional. Mar 20, 2020 by default, each supervisor is enabled to view every queue and every agent for their instance of shoretel sky contact center. When considering a mitel call center formerly shoretel call center, mitel gives you the ability to choose the appropriate micontact center. Entity administrative objects in the shoretel system, upon which system operations are based. Migrating shoretel ecc to new platform with new ip address. Shoretel enterprise contact center is covered by patents as listed at. Shoretel was rebranded as mitel, and as part of the merger, some of shoretels products were renamed, some were replaced and some may eventually be discontinued. Whether you are looking for a business phone system, contact center or ucaas, if youre considering moving to mitel, youve come to the right place. Shoretel supports a direct upgrade path from previous versions ecc 8. This means that any employee can become part of the same contact center queues to which contact center agents are assigned. Marking meaning bold names of interface objects, such as buttons and menus. Completely uninstall shoretel contact center supervisor from. Mitel mivoice connect contact centermvcccshoretel ecc. Listen to voicemails and return calls with one tap.
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