ECS – Identifying Agent IDs for Monet

    For those ECS customers that are leveraging Monet WFM for forecasting volume and scheduling agents, here are the steps needed to identify the Agent IDs for any new agents that you add to Monet. Navigate to https://ecs-apps.voip.evolveip.net/API/test.html Enter your ECS username, password, and your Organization’s abbreviation. The Organization abbreviation is the [ORG] portion of the […]

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    ECS Integration Capabilities

    In today’s competitive environment where organizations are striving to provide great customer satisfaction, linkage between ECS and the business application or CRM is paramount. By integrating the CRM with ECS, many new doors are opened that enable customer satisfaction, such as: Intelligent / data-driven routing where customers are recognized and provided personalized routing or prompts. […]

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    ECS Setup and Manager Help Content

    ECS Setup and Manager Help Content This document provides links to all help content for the ECS Setup and Manager Client.  It is broken up into each subsystem of the Setup and Manager client: Business Structure, Staffing and Implementation. Setup Help Content Manager Help Content Setup Help Content Business Structure Technical Handling Timeouts Address Book […]

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    ECS Setup Portal: Business Process – General

    Business Process: General Tab The General Tab within a specific Business Process provides general settings that can be set at the Business Process level if different from the enterprise level settings. General Information How to Create and Apply Demand Filters General Information Time Zone – by default the time zone will be set to whatever […]

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    ECS Setup Portal: Business Process – Handling Defaults

    Business Process: Handling Defaults Handling Defaults are settings that are specific to the Business Process.  Many of the Handling options are not mandatory when creating a new business process. End Point – the end point is the extension that has been assigned to the business process.  If the agent ever needed to transfer a call into […]

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    ECS Setup Portal: Business Structure – Address Book

    Business Structure: Address Book The Address Book Tab under the Business Structure provides the ability to upload external contacts that can be accessed by all Supervisors and Agents and organize the order in which contacts appear in the directory. General Import Contacts  – Import multiple Contacts via a CSV (Comma delimited) file. Headers should include […]

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    ECS Setup Portal: Business Structure – CRM

    Business Structure: CRM The ECS CRM is a contact management system that allows agents and supervisors to add and manage new and existing contacts. Default Template The default template is used for a contact search or contact upload.  Ensure specific Custom Field Names are not editable in the default template if agents should not have […]

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    ECS Setup Portal: Business Structure – Handling Timeouts

    Business Structure: Handling Timeouts The Handling Timeouts Tab under the Business Structure provides Agent Handling Timeout Settings at the Enterprise level.  Any setting that is editable in this tab will be applied to all Business Processes and Agents across the enterprise.  Many of these settings will be discussed and setup by your Project Manager during […]

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    ECS Setup Portal: Business Structure – Technical Tab

    Business Structure: Technical Tab The Technical Tab under the Business Structure provides enterprise level settings.  Any setting that is editable in this tab will be applied to all Business Processes and Agents.  Many of these settings are enabled/disabled by default and set to certain parameters based on Evolve IP best practice recommendations for our Contact […]

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