Shoretel

From JP Wiki

Jump to: navigation, search

Shoretel

Director: https://ccdirector.shoretel.com/login

Recorded Calls: https://crplayback.shoretel.com/URI-Recording/

Email from Shoretel: Contact Center

Your programming has been completed on the Mitel Connect system for your Connect CLOUD Contact Center and is ready to test. Please see below for a guide to logging in and features within the system. You can test the queue with the following number before it goes live: 929-405-3812 Emily will be emailing you with a specific question she had regarding sound files, but I wanted you to have all of this info first.

Agent and Supervisor Log in: https://cc.shoretel.com/ecc

The Supervisor will also need to go to the following links and install this software: Supervisor Software: http://upgrade01.sky.shoretel.com/ccclients/

Authentication URL: https://clientstart.sky.shoretel.com/shoreauth

Bootstrapper URL: https://clientstart.sky.shoretel.com/shorestart

Mitel Connect Contact Center Agent Login:

Complete the following steps to log in to Interaction Center:

1. Browse to the Interaction Center page as follows: Open a browser and browse to https://cc.shoretel.com/login.

2. Enter the Username and Password. These credentials are provided by Mitel and are the same as the Connect Client and Mitel Portal login.

3. Click the arrow or press the Enter key.

4. If your account is configured for hot desking, you will be prompted to enter your extension.

Mitel Interaction Center User Guide

Mitel Interaction Center User Guide - The Mitel Interaction Center User Guide provides information about how to log in to and use the web agent interface. The Interaction Center replaces the ECC Agent Toolbar that was available with Mitel Enterprise Contact Center version 9 and earlier. http://support.shoretel.com/kb/view.php?id=kA41A000000LiMHSA0 Mitel Connect CLOUD Contact Center Training Link to all webinars: http://support.shoretel.com/kb/view.php?t=Connect-CLOUD-Training Free, Live, Interactive Training Webinars. Let our certified training experts train you. Register for any of our free, live, interactive training webinars! Sessions include the following:

Mitel Connect CLOUD Contact Center Agent Training Webinar - Learn how to use all of the agent features of Mitel Connect CLOUD Contact Center. This training webinar covers the following topics: Using the Contact Center "Interaction Center" Logging in and out of queues Utilizing Release and Resume

Managing incoming calls

Using Wrap Up codes Transferring calls Conferencing in a third party http://support.shoretel.com/kb/view.php?t=Connect-CLOUD-Training#ShoreTel-Connect-CLOUD-Contact-Center-Agent-Webinar Note: Advanced features such as email, IM chats, and outbound calls are not available during this controlled release

Mitel Connect CLOUD Contact Center Supervisor Training

Mitel Connect CLOUD Contact Center Supervisor Training Webinar - Learn how to use all of the supervisor features of ShoreTel Connect CLOUD Contact Center. This training webinar covers the following topics: • ShoreTel Connect CLOUD Contact Center SUPERVISOR Interaction Center Training Webinar • ShoreTel Connect CLOUD Contact Center REAL-TIME Monitoring Agent Manager Training Webinar • ShoreTel Connect CLOUD Contact Center HISTORICAL Reporting Training Webinar

Interactive Training Videos

This section of the article provides the following interactive tutorials and training videos: Connect CLOUD Contact Center Training Videos (Agent, Supervisor, and Reports). Available at: Connect CLOUD Contact Center Training Videos

More training is available at https://www.shoretel.com/shoretel-university/learn-now

User Guides and Reference Cards

Please see below for downloadable user guides and reference cards for you:

Administrative Guides:

Please let me know if you have any questions with the setup of your ShoreTel Connect CLOUD Contact Center. The next step after testing is to pick the cut-over date which can be any time you’d like.