Evolve Contact Suite Internal Go Live – FAQ and Tips and Tricks

On Wednesday 5/30 at 1PM EST Evolve IP Client Support will be switching to a completely new in-house contact center solution. Evolve Contact Suite (ECS).

All support associates have the link to the ECS Agent Client launcher and a tested agent license.

https://ecs-apps2.voip.evolveip.net/AppPortal/Default.cshtml?ua=a12f72d1-ee8b-44fb-b693-ad79636fee2e&t=12e9c22e-6146-47b0-9bad-0117d4839b88

All calls will be routed to the agents Broadsoft HPBX seat and answer calls on their Polycom desk phone.

All call control functions will be performed using the ECS Agent interface.

To perform a blind transfer

To blind transfer press the arrow pictures below

 

. Locate the user via the ‘directory’ tab and click the transfer icon



To perform a consulted transfer

 

Press the consult button on the left hand side

 

Locate the user in the ‘contacts’ tab and press the transfer button

Once the 3rd party answers press the transfer button on the original call found below


Verbiage:

If a caller asks about the new IVR and prompts. Use the following verbiage


"Evolve IP has upgraded to a new contact center solution called Evolve Contact Suite. It's a multi-channel contact center product that includes calls, email, text, web chat, and queue call back."

"If you are interested in learning more about this product I will request your Client Technology Advisor reach out to you."