Friday, December 30, 2011

ShoreTel Enterprise Contact Center Call Routing Based on Schedules

If you've been following our technical advice, you know the route points in the ShoreTel IPBX IRN has a matching in the contact center. If you want to route a call to a different destination based on the date and time a call comes into the contact center, how and where the program is implemented? Technicians familiar with the ease of creating programs in the ShoreTel IPBX, you can immediately implement a schedule to a waypoint. After all, every call to the contact center hits first waypoint, why not apply the OnHours / OffHours handling calls directly to the point of the route?

At the end of the day, contact centers are designed to provide management with detailed information to facilitate staffing, resource allocation, reduced call waiting time and customer satisfaction. Frankly, this Report! My personal bias is that contact centers should be designed based on reports! What the administration wants to see? To find out how many are called hitting the contact center after hours, for example, we can not apply the schedules of waypoints. If programming applied to the route point forwards the call to voicemail, the call will not appear in the total calls presented to the Contact Center.

If you want the call to be counted, they really should go into the contact center! For this reason, most implementations are deployed with auto attendant functionality defined in the Contact Center. In this way we can accumulate the accounting information of calls that hit the contact center, regardless of what they are ultimately defeated. The company ShoreTel has a very powerful configuration capabilities with respect to the definition of schedules. The hours are defined as "day types" and "change." At first, this concept is a little difficult to digest, but once you play with it you will realize how powerful and the impact of this strategy can setup call flow in general contact center.

The installation of working time allows you to define a type of day and then moves associated with that type of day. Normal hours of ShoreTel works in a binary-In hours out of hours call handling model. What if you want to build a call flow that has to have calls routed differently between specific times of day. For example, 12 am-8 pm, we want incoming calls to be sent to the Coast Guard Station. Between 8 and 12 noon we want a direct answer about the reception desk. Between noon and 13:00 calls need to be sent to an external service to respond, and between 13:00 and 5 pm they need to be sent back to the reception. Now any technician who has been working with ShoreTel IPBX for any period of time has developed several strategies for handling this call flow often necessary. The overall strategy is cascaded search groups in combination with working groups to achieve the desired result.

The installation of working time in the Contact Center to manage this complexity with ease. You could define a type of day (weekday, that is) and define the various shifts that make up that day. In the example above, the ticking of the clock transition through the various "changes" that results in a different destination, based on time of day. This is an advantage in a call center environment and much less demanding to manage the hunt group strategy in cascade. Contact the Center call flow is often controlled in a time of day, day of week and holiday bases at a level of sophistication that goes far beyond the in-hour after hours approach call handling. The Company Working Times ShoreTel setup is a power strategy for achieving maximum call routing control.

DrVoIP is a full service VoIP and ShoreTel IP PBX installation, support and training telephony company. We also offer many free services to support the VoIP community to allow entrepreneurs to make vital decisions when it comes to installation and support of VoIP telephone systems. DrVoIP represents a team of Cisco, ShoreTel and Microsoft certified engineers led by a recognized leader in the industry with 40 years of experience in telecommunications.

Artical source:-http://zilvis655.edublogs.org/2011/12/30/shoretel-enterprise-contact-center-call-routing-based-on-schedules/

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Wednesday, December 21, 2011

How Has Call Centre Technology Changed

Call center technology has changed dramatically in recent years. Gone are the days of long queues, calls transferred to the wrong department and the difficulty in transmitting information. Today's call centers are customer service machines with high levels of customer satisfaction and call handling capacity much higher. Why has there been a change in recent years? The answer is because the introduction of IVR software, or software, interactive voice response.

IVR software used in call centers around the world. The power companies, telephone companies, Internet service providers and insurance companies are just some of the types of organizations that use this type of software. Any organization that operates a call center, in fact, use the IVR software of some sort. It is a very powerful tool that can provide a range of features. You can operate a call forwarding service which means calls are routed directly to the appropriate department without the possibility of human error. Secondly which operates the voice recognition software as well. This means that users can communicate with the system without having to speak to an operator. At a minimum, this means that information can be easily provided by the caller to the operator can have on hand when they receive the call. In some cases, however, this may even mean a human operator is not required to deal with a query.

If an organization can provide customer support without the need for a live operator, you can save huge amounts of money. This is a popular reason for using IVR technology, in fact, the whole world. IVR software offers many other features as well. These include audio and dialogue management as well. Another useful feature is IVR software that often includes the presentation of data. Access to data such as average call duration and when the most intense moments are in the call center can allow further streamlining to take place. During periods of much more personal can provide, the need for quieter times unless they are present.

The IVR software functionality and benefits offered to a call center have been used in almost all call centers worldwide. No doubt everyone has dealt with an IVR system at some time during the last years. Calls made to query a bill, place an order by phone or track something that has already paid possibly including IVR software. In the past this type of system simply was not available. Previously, although it may have been some kind of telephone system in place, of course, was the high level software technology that is today.

In 2000, universal software editor of VoiceXML, which was introduced for the first time, provide a universal platform on which to build IVR software. The programming language is written VoiceXML standard which means that any programmer or software developer can learn and apply. Previously, if a call center wanted to use some kind of phone technology to help route calls or provide automatic responses, which should receive a single software vendor that would use their own software. This meant that only particular vendor could work with the software that leads to high costs and a software solution very inflexible. After VoiceXML editor was introduced in the market, both large and small businesses may start to use IVR systems. Technical support may come from someone who knew the language. This reduced costs and improve the whole system dramatically.

Now, organizations and call centers everywhere have some form of IVR system in place. The software used to create these systems has been further developed so that has never been so high. Call center staff can use IVR systems and can easily handle calls from customers in a very efficient manner. Receiving customer data automatically also greatly improving efficiency throughout.

call center technology has come leaps and bounds in recent years. Even the hum of an automated voice is now outdated having been replaced by something more realistic and colloquial. IVR solutions have been key to this change. IVR services being improved and developed so no doubt there will be even bigger changes in call center technology in the coming years.

Sarah writes articles for the coast Vicorp, a provider of automated technology call center. The range of services FTI can help the call center productivity and speed that customers get the right agent. Vicorp visit to see the range of IVR solutions and different services.


Artical source:-http://zilvis655.edublogs.org/2011/12/21/how-has-call-centre-technology-changed/


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