ECS Password Policy

Agents and Supervisor’s will need to reset their password when first logging into their Agent or Supervisor Client or forgot their password and need to have it reset by an Admin or Supervisor. Below outlines the ECS Password Policy when resetting a password: Passwords may not contain the user’s Account Name or part of the […]

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ECS Release v5.1.0 – March 2019

We are excited to announce the Evolve Contact Suite (ECS) v5.1.0 release that includes new capabilities for our customers. UPDATE: The ECS v5.1.0 release originally scheduled for Sunday 3/3/19 at 2:00AM ET was moved to Monday 3/4/19 at 2:00AM ET.  What Do You Need to Know? Any changes made to your environment must be fully […]

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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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Setup Client: How to Validate before Deployment

How to Validate before Deployment: The Setup client now performs error checking before every deployment.  The validate button must be selected first before deploying any changes.  This helps to ensure that there are no errors in the changes of the setup before rolling out to production. When making any changes within the Setup client, the […]

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ECS Agent – Warm Transfer with 3-way Conference

When performing a warm transfer inside the ECS Agent client that includes a 3-way conference where all parties are connected at the same time, the following steps should be followed: Click Consult  and contact the other Agent Click Start Conference to join all 3 parties together Click Stop Conference to put both calls on hold Expand the Telephony Sessions  to […]

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