Overview or quick start guide?
Reading the admin manual leaves many questions. Is there a quick start guide or better yet, a best practices guide available?
I have spent much time trying to configure the system the way I need it to work only to realize much later that the feature I am working with may not, or is not, the best way to do something.
Currently I am having problems trying to figure out the best way to track calls and make sure they are seen to according to our service objectives. For example, I want a priority 1 call to be responded to within 10 minutes. I want any call assigned to this priority to result in a page/email being sent out to certain technicians.
Do I do this though the SLA feature? Is there a better way to do this?
As with all new products, the danger is that you tend to get embroiled in a complicated web of configurations only to find out much later that there was a better way to do it. If anyone can offer some advice, it is much appreciated.
Thanks
I have spent much time trying to configure the system the way I need it to work only to realize much later that the feature I am working with may not, or is not, the best way to do something.
Currently I am having problems trying to figure out the best way to track calls and make sure they are seen to according to our service objectives. For example, I want a priority 1 call to be responded to within 10 minutes. I want any call assigned to this priority to result in a page/email being sent out to certain technicians.
Do I do this though the SLA feature? Is there a better way to do this?
As with all new products, the danger is that you tend to get embroiled in a complicated web of configurations only to find out much later that there was a better way to do it. If anyone can offer some advice, it is much appreciated.
Thanks