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ShoreTel ECC "Sticky" Email?

May 19, 2015 7:23 PM | 0 Comments

Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely that they are on a smart phone and not sitting at a desk computer.   They want “contact” however they want to communicate.  That use to mean voice by telephone, but might now mean text, chat, email and now video! 

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A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers.  Folks want to know if you need a SBC to configure a SIP trunk.  Why not just use a Firewall?  Can you configure ShoreTel SIP trunks to work without a SBC?  Continue Reading...

WebRT Call Center Demo!

May 13, 2015 12:15 PM | 0 Comments

What is a “peer to peer” call center?  The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating.  In fact, no telephone lines are needed, beyond the published customer service number.  There is no large internal LAN network.

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WebRTC Demo Call Center here!

March 27, 2015 4:01 PM | 0 Comments

What is a “peer to peer” call center?  The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating.  In fact, no telephone lines are needed, beyond the published customer service number.  There is no large internal LAN network.

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Can I Text Your Call Center?

March 27, 2015 3:53 PM | 0 Comments

Phone only ‘call centers’ have been rapidly replaced with ‘contact centers’ that can also handle email and chat communications.  Customers want more options for interacting with companies they buy products and services from.  Chat requires the customer to be at a computer and though email may be sent from a mobile phone, generally the sender is at a desktop.    In a wireless world in which every man, woman and child seems to wonder around with a ‘text’  or sms enabled device on their person, does it not make sense that they would want to text your call center?

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Phone only ‘call centers’ have been rapidly replaced with ‘contact centers’ that can also handle email and chat communications.  Customers want more options for interacting with companies they buy products and services from.  Chat requires the customer to be at a computer and though email may be sent from a mobile phone, generally the sender is at a desktop.    In a wireless world in which every man, woman and child seems to wonder around with a ‘text’  or sms enabled device on their person, does it not make sense that they would want to text your call center?

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ShoreTel User Training Options!

February 10, 2015 2:07 PM | 0 Comments

Phone Training is a double edged sword.   Everyone wants it  but nobody really wants to make the time commitment required to get comfortable with the new phone features that a system like ShoreTel brings to your  business.   Most folks figure it is a phone, how complex can it be?   That is true, ShoreTel phone are easy to manipulate and most features are intuitive.  

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With the release of ShoreTel Version 4.2 the company introduced the concept of virtual appliances. These software objects, had the potential of replacing the Orange ShorGear hardward boxes that typically characterize a ShoreTel deployment. The wisdom of trading the power of dedicated hardware based digital signal processing chips for the variable power of a shared computing resource aside, there are any number of advantages to using “virtual machines”. Currently ShoreTel supports Vmware ESXi and Hyper-V, so we thought we would push the envelop and try alternatives, for example Oricales Virtualbox and Vmware’s Fusion and Vmware player and see what results we could achieve.

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The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react.   Most contact centers are still using 1990 thinking in a 2020 world!  The adoption rate of Smartphones, customer satisfaction scores through social media,  wide availability of video options, and the mobility of customer demographics are terrorizing your call center and what are you doing about it?  Still routing phone calls based on Area Code?  

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As a standard deployment practice, we at DrVoIP implement SIP trunks as a “fail over” on every system we install.   As reliable as your PRI circuit has been, they do fail from time to time!  In fact, we recently lost 27 PRI’s at a major San Diego Hospital when a carrier ( who’s name will remain anonymous) experienced a fiber cut taking out most of their clients in the region!  Stuff happens!  

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When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time?   Are there really that many differences between contact center applications?    Well, yes and no!  As we continue the search for the killer script, that “holy grail” of scripts which can do it all and never needs to be modified, we turn our attention to the wonderful world of XML!  

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Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers!  Little did we know that in less than a month, Amazon would do just that with the introduction of the “Mayday” Button.    The Mayday button does just what webRTC is destined to do, embedding a real time, text  audio and visual communications channel within a web browser!   Technical support will never be the same and as we previously proposed, neither will the Contact Center be the same!  

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Hacking ShoreTel!

August 7, 2013 11:24 AM | 0 Comments
When you have been involved with the design, deployment and management of customer premise telephone systems for as long as we have, you think you have seen it all.   Over the years as we learn form our mistakes we improve our “best practice” list to assure others gain from our experience.   When I was barely a teenager, I learned how to assemble a string of MF tones using a Hammond organ keyboard.  Recording two keys at a time, you could create toll call routing instructions that could be played back after making a 1-800 toll call before the terminating end answered!  ... Read more on Hacking ShoreTel
After your first 100 or so Contact Center Scripts you begin to wonder if it would be possible to generate a “killer script!   No matter how many hours you sit with clients and do your very best to extract their call handling requirements, it just never seems to be enough!   Generally, you have some block of professional hours to complete the script, test, train and turn up before “go live”.    You ask the client for their requirements and “wish list”, then prioritize the list toward the goal of getting as much done as possible within the budget allocated to the project.   Continue Reading...
If you have ever tried to decide on a new hosted business VoIP solution for your company, then you have most likely run into, and been frustrated by some of the “gotcha’s” that VoIP company’s use to get you to consider their service above all others. Even when you have narrowed it down to just a few options, you have likely struggled to perform a   comparison of VoIP services that helps you make a final decision ... read more on DrVoIP ShoreTel Blog
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