Shoretel Call Centers? 3

[Deweyhumbolt]

I'm an onsite tech at a large hospital. I've been in telecommunications for 28 years. For reasons I won't waste your time with, we are installing Shoretel telephones to run 3 small queues. I'm very knowledgeable about Nortel's VoIP solutions, So VoIP doesn't scare me.

I have access to the Shoreware Director and am going to get an IP230 working on my desk to play around.

Does Shoretel have a realtime screen that can be accessed from the supervisors PC, providing all the important call center info? Will IP230s work for call center agents? They will be on a seperate VLAN with Qos. Is there a screen pop or small window where the agents can view stats? Is Workgroup the word for an ACD call center in Shoretel speak?

What's there word for Queue, Not Ready, Wrap, Login?

Thanks for any help!

Adversity is Opportunity

 

[GSmitherman]

If you go to Shoretel.com you can find a pdf that will show the different features you get when you use Contact Center instead of the workgroups that come out of the box.
Most of our customers will use their Call Managers for their call handling, it really doesn't matter what phone you give the user. If you have Workgroup Call Manager, you can see what calls are in queues. Workgroup Supervisor Call Manager will also let you monitor the agents.
I would guess that with only 3 small queues you don't have the Contact Center. If this is true, I can fill you in on the features of the workgroups.

 

[Deweyhumbolt]

So, I can use Workgroups to have 3 small queues, 4 tels, 3 tels, and 1 tel? I can also use Workgroup Call Manager to allow the supervisor to visualize all 3 queues in realtime, as well as historical reports?

Thanks for the response GSmith!

Adversity is Opportunity

 

[GSmitherman]

You should be good.

 

[Deweyhumbolt]

Sweet!

I may be accessing your knowledge in about a week. Thanks.

Adversity is Opportunity