If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a “team” meeting in the middle of the work day and needs the entire staff to be present.  This means nobody will be logged in to take calls.    This is the point they call you, the contact center administrator,  and ask that you not only close the queue but record a new closed greeting.   Continue Reading...
Anyone who has been deploying telephone systems for any length of time has run into the “language” issue.   Though I am personally tired of having to “Press one” for English, the fact remains that we market on a global basis even if we are a small local business.  It is rare to encounter an Automated Attendant or Call Tree that does not offer us the option of selecting another language.  In the States, Spanish tends to dominate the motivation to change language and it is invariably offered to all callers. Read more on ShoreTel ECC and CISCO UCCX on DrVoIP Blog
With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting to bleed into the enterprise. And now some businesses are beginning to evaluate whether they can manage their phone system needs directly from a smartphone.
Read more on DrVoIP ShoreTel Blog.
Have you ever call into a customer service function, been answered with “all of our Agents are currently busy with other customers, please wait and the next available customer service representative will be right with you” and then waited and waited and waited.   It probably crossed your mind that maybe they all went home!   Is it possible that a call center could queue a caller for service when nobody is actually logged in to handle the call?   Well, the answer is absolutely yes! Read more on UCCX Scripting on DrVoIP Blog

Shoretel Cisco Call Back Scripts

February 18, 2013 6:19 PM | 0 Comments
It is almost expected that a modern call or contact center be able to offer a “call back from Queue” option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all! read the entire blog post on Shoretel Cisco Call Back Scripts
Do you run a business in which the day shift and the night shift share the same telephone instrument?   This is a very common feature requirement in call centers, help desks and order lines.   In the Health Care Profession,  a very common staffing requirement is to rotate the  ”front office” staff,  with  the “back office”e staff from time to time. continue reading shoretel and cisco extention mobility options

Upgrade ShoreTel System

January 29, 2013 11:12 AM | 0 Comments
The actual task of upgrading your ShoreTel system from one software version to the other is “brilliantly simple”.  The process, however, requires attention to the   detail!  Any software upgrade will challenge your “change management” process!  It is a complex process with many moving parts and it is up to you to understand what those parts are and how upgrading your software will effect those parts.
Read the entire blog post on DrVoIP ShoreTel Blog
As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX.   The fact of the matter is they are both really excellent solutions and very similar in many respects.   Historically, ShoreTel has had a single administration portal for the deployment of their iPBX solution.   You go to one portal to define your Users, Gateways, Call Flow, Automated Attendants, Workgroups and Voice Mail.
Read entire post on drvoip ShoreTel Blog

ShoreTel ECC and Cisco UCCX feature

November 26, 2012 1:32 PM | 0 Comments
The smart phone applications have the advantage of offering the user a visual menu to alert the call center as to the reason for the call. “Make a Service appointment” would be a different button then “My bill has an error”. The SMS or Text message, however, has the advantage of being interactive. Sending a text message to the phone number associated with “make a service appointment” or just texting “service” could trigger a return text message that indicates available service times and the estimated wait time for your agent to call and confirm the appointment. Continue Reading...

Smart Phone Based IVR Visual

November 26, 2012 1:24 PM | 0 Comments
This ECC application couples a call back strategy with a visual navigation menu on the customers smartphone that actually places a phone call to the agent and the customer simultaneously. The inbound call request acts more like a web page or email, but is handled by the phone system as if a caller were pressing digits after being answered by an automated attendant system ... read on DrVoIP ShoreTel Blog

Call Center Software

November 26, 2012 1:17 PM | 0 Comments
We recently posted a blog on how smart phones could be used to bypass automated attendants and deep dial into a call center with a Smartphone visual menu. This  blog received a lot of interest and the follow on questions clearly indicated a level of interest in just how technology impacts the traditional call center. The “call center” is now the  “contact center”! Customers are calling more frequently from mobile devices and less frequently from land lines. Continue to read on DrVoIP ShoreTel Blog. More shoretel support
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Hosted VoIP Telephony

November 26, 2012 1:12 PM | 0 Comments
Businesses communications technology is at the heart of every business but can be difficult to manage and expensive for SMEs. James Passingham at business communications provider, Foehn, thinks cloud and hosted telephony could be the answer. From sole traders to global enterprises, cloud-based services have had a big impact on business decisions. And any company thinking of installing a modern business communications platform like hosted telephony will be looking to the cloud for its answer. That’s because IP telephony read on DrVoIP ShoreTel Blog.
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3CX ShoreTel License Strategy

November 26, 2012 1:06 PM | 0 Comments
The trend in the Unified Communications industry is to charge a “per seat” license for access to VoIP Business Phone Solutions.  In large part a legacy “flat tax”  from the old TDM world, phone system suppliers continue to license based on the number of users that the system supports.   Microsoft, ShoreTel, Avaya and CISCO all seem to have software licensing based on the number of users.  Some licensing strategies become more complex as features and services are added .. read on DrVoIP ShoreTel Blog.
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Installing your ShoreTel HQ server at the Data Center is becoming a standard deployment practice to increase business continuity during network and power outages and other disasters.   One of the most common Ask DrVoIP question we hear is how to create redundant WAN paths to the data center using only simple static routes.  The answer is CISCO IP SLA tracking! ... read the entire article on Configure redundant static WAN routes when ShoreTel is in the data center

iPBX Call Center Backup

August 24, 2012 12:07 PM | 0 Comments
do you have a plan and process in place for backing up your iPBX configuration database, system prompts, voice messages, call detail records and even your maintenance history (e.g. Logs)?   Want to play, “bet your company’?   Chances are that you have this on your list of “things to do” but you just have not had the time to execute.   You may even be trusting that your dealer is taking care of this as part of that expensive maintenance contract you entered into. If you are really feeling secure about your iPBX failover plan why ... Read the entire article on iPBX call center backup plan on DrVoIP blog

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