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Shoretel Cisco Call Back Scripts

Mon, 18 Feb 2013 18:19:37 -0500

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]]> Tags: Shoretel Cisco Call Back Scripts Related tags: shoretel cisco
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ShoreTel and CISCO Extension Mobility Options

Mon, 18 Feb 2013 18:17:15 -0500

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]]> Tags: Related tags: shoretel cisco, mobility options

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Upgrade ShoreTel System

Tue, 29 Jan 2013 11:12:22 -0500

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
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Compare ShoreTel ECC and CISCO UCCX Contact Centers!

Tue, 29 Jan 2013 11:09:48 -0500

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
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ShoreTel ECC and Cisco UCCX feature

Mon, 26 Nov 2012 13:32:19 -0500

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. Text messages can also contain key customer service information that can be used to trigger the CRM application when the agent does call you back. Read entire post: DrVoIP ShoreTel Blog

]]> Tags: Apple, IPhone, Smartphone, Telephone number, Text messaging Related tags: service appointment, service, appointment, message
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Call Center Software - Nov 26, 2012

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Smart Phone Based IVR Visual

Mon, 26 Nov 2012 13:24:57 -0500

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
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Call Center Software

Mon, 26 Nov 2012 13:17:03 -0500

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

]]> Tags: Business, Business and Economy, Call centre, Manila, Medi-Cal, Smartphone, Telecommunications, United States Related tags: center
, contact center, shoretel support, shoretel blog

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ShoreTel ECC and Cisco UCCX feature - Nov 26, 2012

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Hosted VoIP Telephony

Mon, 26 Nov 2012 13:12:43 -0500

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.

]]> Tags: Business, Cloud computing, Foehn, Internet Protocol, James Passingham, ShoreTel, Small and medium enterprises, Telecommunications, Telephony, Voice over Internet Protocol Related tags: business communications, hosted telephony, telephony, business, cloud, communications
, ShoreTel, Voice over Internet protocol

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3CX ShoreTel License Strategy

Mon, 26 Nov 2012 13:06:13 -0500

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.

]]> Tags: Avaya, CISCO, Cisco Systems, Microsoft, ShoreTel, Telecommunications, Unified Communications, Voice over Internet Protocol Related tags: number users, based number, shoretel, license
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Configure redundant static WAN routes when ShoreTel is in the data center

Fri, 24 Aug 2012 12:09:14 -0500

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
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iPBX Call Center Backup

Fri, 24 Aug 2012 12:07:11 -0500

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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ShoreTel SIP, Mobility Router & the Firewall (Part 1)

Fri, 24 Aug 2012 12:04:46 -0500

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.
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How to Ring more than 16 phones in a ShoreTel Hunt Group

Fri, 24 Aug 2012 12:03:05 -0500

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.
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ShoreTel Version 13 Features

Fri, 24 Aug 2012 12:01:27 -0500

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
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ShoreTel Scopserv!

Fri, 24 Aug 2012 11:58:05 -0500

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]]> Tags: ShoreTel Scopserv! Related tags: shoretel scopserv
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