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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Call center "call categorization" options after all call?

    Hi Everyone,

    I have a call center and I want my reps to be able to choose from a list of categories after they take a call. So if the call resulted in taking an order, they'd press 1 on the keypad, wrong number = 2, transfer to another extension = 3, etc.

    It doesn't have to be through the phone's keypad, it could be through the PCM (or both, I'm not picky

    Is there a way to do this?

  • #2
    Wrap Up Codes are made just for this purpose.