On May 11, 2011, ShoreTel announced that ShoreTel Contact Center 7 was now available. The latest version of the software allows users to queue and route phone calls through the system based on customizable criteria. Administrators can then monitor this activity and create reports which show how many times a specific call had to be transferred to a different agent.
Contact Center 7 also now has a simplified web-based management interface that can be used to manage access levels, copy individual configurations, and search through the system for records. It also has several quick links that will allow the administrator to manage the call center from multiple devices.
Another new feature is a powerful diagnostic tool for contact center administrators and support personnel. It can be used to delete callbacks within the system and obtain a comprehensive view of the external database connections. The tool also take regular snapshots that can show all of the live phone calls and any callbacks that are scheduled to place.
Another new feature is the ability to retain statistical and interactive reports over several years. This change will allow administrators to produce year-over-year trends reports and archival reports. Real time outbound campaign reports will also now be supported by the contact center solution.
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While more businesses make the switch to VoIP every single day, there are also many that choose to stay with the system they are used to.The rationale is almost always the same. You don’t want to shake things up when what you are already using is working. more
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