Enable Contact Center Integration

[jchaven]

ShoreTel v7

On the General tab when editing a user there is an option titled "Enable Contact Center Integration" beside the Client Type drop-down.

Does anyone know what this is?

It is not in the Administrator's Guide nor on the image on page 10-19 of the Administrator's Guide.

Thanks,
Charles

[Sarsin]

It's there so if you have Enterprise Contact Center you can enable the functionality of its toolbar in PCM. You still have to install ECC's Agent Toolbar, but all of the controls will reside in PCM, kinda like the way a Workgroup's does.

[jrewolinski]

I was wondering when this feature was going to exist, and I just noticed it. We're on 8.1 13.24.2504.0 and 4.66.05 so maybe it's been there for a while now.

I'm testing it out though, and I just get System Unavailable for the Contact Center features in PCM.

Does something else need to be configured in Director to make this feature work?

[Telman2010]

ECC is a seperate application (ACD) If you don't have it then that functionality will never work.

[jrewolinski]

We are running contact center version 4.66.05. It is on a seperate sever than director, not sure if that matters.
I don't believe we are running the high end Enterprise version though...

[khitan]

I have it on good authority that it still doesnt really work.

My own experience proves that out.

[jrewolinski]

I have it on good authority that it still doesnt really work.

My own experience proves that out.

Yes, I've confirmed it with my installer, and ShoreTel. It should work with the new Contact Center version 5 that is due out soon.

IMO it's Kind of stupid to show features that aren't useable.