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Support Services
Technical support personnel may need to view the installation, setup, etc. of
NOTE
the Server using Inter-Tel Remote Support.
If you have questions about any of the Contact Center Suite products, refer to this manual
or the online help. If you need additional support, please contact the designated on-site
System Manager. If this does not resolve the problem, contact your authorized Inter-Tel
provider for technical assistance.
Features of Contact Center Suite v4.0 and Later
Contact Center Suite v4.0 or later contains many features including the following:
•
Internal Call Modeling: Allows new activity reporting and intelligent routing
capabilities for internal calls, enabling managers to monitor the performance of
internal departments, both historically and in real-time, and automatically manage
their call traffic. See the Intelligent Router chapter of the Contact Center Suite
Installation Manual for more details.
•
Enhanced CallViewer: Provides enhanced user functionality and customization
including changeable Looks, DSS buttons, integrated call logger and personal call
router. See the
•
Media Blending: Allows e-mails sent to contact centers to be routed and handled like
calls. See the
•
Multi-Media Reporting: With the addition of real-time and historical reporting,
enables managers to monitor and report on routed e-mails and normal telephone
traffic. See the
•
Agent Help Support: New agent-help functionality allows managers to monitor and
react to the support needs of their staff in real time when faced with a difficult call that
requires the assistance of a manager. See
6
"CallViewer"
section, beginning on
"CallViewer"
section for more details.
"Reporter"
and
"Reporter Real-Time"
page
7, for more details.
sections for more details.
page 29
for more details.
Contact Center Suite User Guide
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