Archives for: March 27th, 2014

How Inbound ECC Agents can initiate their own outbound call

Written by lantelligence-admin on March 27, 2014

This video shows how inbound agents can be setup to allow them to initiate their own personal call back queue. Since this is a callback from the ECC, it permits the agent to enter a wrap code to identify the type of call that was made.

 

CCIViewer and ECC How it works

Written by lantelligence-admin on March 22, 2014

Ever wondered what info the ECC CCIR database provides and what the CCI Viewer appliation does as well

Creating ECC Dial Lists Part 1 – Database

Written by lantelligence-admin on March 18, 2014

There are two aspects of creating a ShoreTel ECC Dial List. The first part is creating and connecting to the database that holds these lists.