mohit recent blogs: 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/

Friday, December 30, 2011

ShoreTel Enterprise Contact Center Call Routing Based on Schedules

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