Looking for ST11.1 beta customers to trial new workgroups and ECC to co-exist

Jun 21, 2010 10:19 PM PDT
Brian Lynch
ShoreTel, Inc.
Details: We are planning to introduce an exciting new feature in ShoreTel Release 11.1 & Enterprise Contact Center integration will be allowed in Communicator with Workgroup Agent access.
Until R11.1, we only supported using Personal or Professional Communicator (Call Manager is referred to as Communicator starting in Release 11.0).
So what does this do ?
' Agents can control both ECC and Workgroup functions through Communicator.
' The login / logout states will be synched so that logout of one logs you out of the other.
' This enhances the functionality of using a Workgroup as a great solution. Agents can see the Workgroup Queue, etc. if the ECC is unavailable and control their actions. Today you have to use Agent Toolbar for ECC and Workgroup Agent Call Manager to do this.
' If you have an ECC Agent Communicator (Call Manager) license then you will automatically get Workgroup agent controls, even in Communicator (both Personal and Professional). This is a huge differentiation in terms of a sales pitch for a backup solution. if interested please contact fieldtrials@shoretel.com or vraman@shoretel.com
Aug 06, 2010 01:48 AM PDT
Lou Person (gone-mds)
Computer Integrated Services LLC
Brian, does this mean that agents can be logged in to ECC and Workgroups at the same time and receive ECC and Workgroup calls?
Sep 03, 2010 11:24 PM PDT
Keith Budurka
Benco Dental Company
this is great news! We had similar functionality in our Nortel environment.
If Symposium was unavailable, calls would still queue and route to CSR's as long as we programmed them properly into basic ACD on the PBX.
Oct 11, 2010 06:10 PM PDT
Kelly Evans
Optinet Systems Inc
great feature!! can't wait for it to become reality.

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