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!Continue Reading...
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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!Continue Reading...
Martin Sloan CCIE Voice Candidate #211151677 speaks for the entire CCIE Candidate community (DrVoIP included) when he wrote the following letter:
I’m writing you this morning to express my great disappointment in regard to Cisco’s recent announcement to retire the CCIE Voice track with no reasonable upgrade path to the CCIE Collaboration. I know that you’re well informed as to all the arguments which are being made against this decision on Facebook, Twitter and other social media outlets, so I won’t go into any detail on why I think this is a bad decision. At this point, the facts are well laid out for everyone to see. Read more on the CISCO Certification letter.
Read more on DrVoIP ShoreTel Blog.
Read the entire blog post on DrVoIP ShoreTel Blog
Read entire post on drvoip ShoreTel Blog