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Recent Service Experience Improvements From ShoreTel TAC

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I am very excited to share two recent features we have implemented to improve the service experience with ShoreTel TAC (Technical Assistance Center).

On May 7, we announced TAC’s Call Me feature.

Call Me is a virtual queuing solution that provides the Service Request (SR) creator the option of having TAC call you back instead of waiting in queue – without losing your place in queue. This can be done at the time of SR creation via the portal or when placing subsequent follow-up calls for support. (This feature is currently available to our North America Partners. By July 1, we plan to make it available to everyone.)

Users have also been asking us for the ability to troubleshoot common issues without having to call into TAC.

We are thrilled to announce that the first round of TAC Troubleshooting Reference Guides (TRG) are now available! You can find them at: http://support.shoretel.com/kb/view.do?kcId=KB16648 (customer/partner login required).

Our objective is to share the most common issues we get calls for, and the techniques used to troubleshoot them. These first round of TRGs pertain to Contact Center, Communicator, SIP Trunks, and Server. These guides also include what info TAC will need when you call, so we can more quickly address your issue.

We take your feedback seriously and are committed to taking action to make ongoing service improvements. If you have any suggestions or comments, please send them to me at: bharath-feedback@shoretel.com.

Thanks!