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

This is not a SIP tutorial,  only an overview on the issues that impact remote SIP phones on any iPBX.  When you set up a SIP call between two end points, there are upwards of four “holes” that might need to be punched in your firewall for the phone call to work properly.  Clearly, there is the entire process of registering a remote phone and the process of setting up a phone.  Once these events have been negotiated ...
Reade the entire article on ShoreTel SIP Mobility Router & the Firewall on DrVoIP VoIP Blog.
How to ring more than 16 phones in a ShoreTel Hunt Group? Can’t say that we recommend this strategy, but none the less, we continue to see business applications in which the client insists on ringing a group of 16+ phones simultaneously! In ShoreTel, HUNT groups and WorkGroups have a limitation of 16 members per group if you want to ring them simultaneously. You can configure some 300 group members, but you can only ring 16 of them simultaneously. Why? Because call setup ...
Read the entire article on how to ring more than 16 phones in a ShoreTel Hunt Group on DrVoIP Blog.

ShoreTel Version 13 Features

August 24, 2012 12:01 PM | 0 Comments
There are a number of major enhancements to ShoreTel in Version 13. Most enhancements have been related to bringing ShoreTel SIP into compliance with the standards accepted by the SIP community at large. Though there are enhancements for other features like the SA-100, this release is notable for what it does NOT announce. The marketplace is demanding enough but the issue of having your development agenda driven by an outside company must be dreadful! Read the entire article on ShoreTel 13

ShoreTel Scopserv!

August 24, 2012 11:58 AM | 0 Comments
Anyone who thinks Asterisk is a toy is not playing in the real world of VoIP Telephony. You may be surprised to learn how many commercial product offerings are built on an Asterisk base. For this reason, we have become more involved in this code base as each day goes by. We are becoming increasingly more interested in its properties, capabilities and proper place in our solutions tool belt. Read the entire article on ShoreTel Scopserv
It is surprising that in the 21st century we are still punching down copper lines! None the less fax machines, credit card devices, postage machines and security circuits still populate the installed base of telephone systems. If you are converting from a legacy phone system to a VoIP solution, on premise or hosted, you will have to plan for “analog” devices. A “best practice” for any VoIP phone system is to have at least one analog telephone company provided central [...]
Read the entire post on ShoreTel analog connections including a video.
We continue to get a lot of questions about SIP trunks and how best to use them on ShoreTel. Our preferred strategy at this point, is to focus on a TIE line solution that brings both off premise extensions and DID numbers into the ShoreTel. Many branch offices, for example, are just not able to justify even an SG30V to support 8 extensions. Creating a SIP Tie line strategy to deal with these situations is both economical and appropriate.

Read the full blogpost + video on configure shoretel sip trunks

iPBX in an Amazon Cloud

June 1, 2012 4:45 PM | 0 Comments
Did you every think that your company would be physically unavailable, the building not accessible and the phone system unmanned? The issue of business continuity and disaster recovery is on your ‘to do’ list and hopefully you can get to it before it gets to you. Recently, we had the experience of having to resuscitate a client from near death when their physical facility became unavailable. Clearly, the phone system was very high on the list of “must have” operational now. Read the entire article on DrVoIP VoIP Blog on iPBX in the Cloud
We continue to be a major fan of ShoreTel solutions, but that does not mean that they we accept everything without question.  One of the most touted advantages of the ShoreTel architecture is the concept of a “single image” solution with no single point of failure.   We find that in large enterprise deployments that may not be an advantage. Read the entire post on DrVoIP ShoreTel Blog
All of the architecture “geek speak”  aside, CISCO and ShoreTel have fundamental “cultural” differences that defines their approach to the entities of  a “phone” and  a “user”.    Simply stated in the ShoreTel world a phone can not exist without a user, but the CISCO world a phone can exist without a user.  Now this is  not a bad thing or a good thing, it is a just the way it is thing!  What does that cultural distinction mean to you ..
Read the entire article including a video on DrVoIP Blog
All telephone systems have to deal with the same key architectural  issues regardless of who manufactured the equipment.   All phone systems have to provide for the definition of a system “dial plan”; trunk groups, call flow options, phone devices, gateways and user profiles.   The dial plan, for example,  not only has to identify the patterns used to route callers between system extensions, but as is often the case in a VoIP deployment, between geographically distributed corporate locations or “sites”.
Read the entire article including a video on DrVoIP ShoreTel Blog
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