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ECC - two suggestions (1 is a must I think)

Feb 01, 2010 10:58 PM PST
Keith Budurka
Benco Dental Company
We're using ECC with ShoreTel.
We had to create a script for all 130 agents, as we require callers to sometimes call in and speak directly to a specific agent - and we still want/need to measure/report on that activity.

We actually created 3 scripts per agent - hundreds......

So, item one, I feel is a MUST, item 2, a nice-to-have...

1) Create a way to have a script open, and hit COPY and make another script exactly the same. Then we can go in and change an paramter or two without basically recreating the visio layout again.

2) Create a way to export into an off-system/non-shoretel system for easier documentation. Maybe save the image as a Visio, or create some file we can save/store? This was a suggestion from a non-ShoteTel customer (yet) who was visiting our facility and evaluating the product today..... I agreed.

Thanks for hearing us out.
Feb 01, 2010 11:35 PM PST
Brian Lynch
ShoreTel, Inc.
Thank Keith for you suggestions -- I forwarded you ideas to the Product Manager..

we enjoy hearing from you!!

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