Recently in Voip Solutions Category

Press 1 for English!

Two characteristics of telecom technology in the 21st century continue to not make sense to us.  Why are we still using fax?  How come we still “Press 1 for this and Press 2 for that”?   I mean really, it is the 21st century after all. 

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Amazon Connect the Call Center!

Amazon Connect allows you to tap the very rich library of AWS Services including AI, Natural Language Processing, text to speech, transcriptions and translations!   Your Amazon Connect instance is scalable, resilient and fully redundant in the most widely respect cloud on the planet.  If you can “dream”  it, you can create a call center that meets your exact requirements.   Amazon Connect enables even a non-technical professional the simplicity of configuring an inbound call flow, attaching a phone number, defining agents and operating hours and in less than an hour, you are taking phone calls.

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Why Route by DNIS?

Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow.  Clearly you can assign a DID phone number to a specific call flow and anyone who knocks on that door is answered by the same group of agents.   It is much more efficient to grab the DNIS information, however, and use it to index a database to retrieve the call routing information.  In this way, we only need one door to the call center! 

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ShoreTel ECC "Sticky" Email?

May 19, 2015 7:23 PM

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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Can I Text Your Call Center?

March 27, 2015 3:53 PM

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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Trends Transforming your Call Center

July 4, 2014 12:55 PM

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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ShoreTel Route Point Configuration

November 2, 2009 1:10 PM
The ShoreTel IPBX "Route Points" are powerful configuration tool, generally used to enable third party applications. For ShoreTel Support or CISCO Support, visit DrVoIP. Using route points, an external application can gain complete call control. For example, when you configure a ShoreTel Enterprise Contact Center, you will use route points to control call flow, media and routing options. Continue Reading...
Every call center has peaks and valleys.  Normal businesses using business voip operate with very predictable calling patterns.  Traffic over the normal business day, starts out slow and peaks between 10AM  and 2 PM on most voip for small business in the afternoon, then trickles down.  The old Bell Curve distribution pattern!   Continue Reading...

VoIP Network Monitoring

June 9, 2009 4:01 PM
We have been actively working with VoIP since 1999!   Since 2001 we have installed well over 10,000 ShoreTel desktops and one characteristic of these VoIP environments has surfaced into high relief on the radar screen here in technical support:  A VoIP solution is only as good as the computer Network it runs on!  Network Monitoring - a Necessary Evil?  When someone mentions network monitoring, most network administrators immediately start thinking: overpriced, large server requirements, difficult to install, time-consuming to configure.  Continue Reading...

How to Backup Shoretel IPBX

June 3, 2009 6:26 AM
Prior to version 7 of  ShoreTel, backing up your ShoreTel system was very straight forward. There was a single folder in the root directory named d:\ Shoreline data. This folder contained all the information that was required to completely restore your ShoreTel system from a bare metal server in the event of a major disaster. The folder contained the configuration database, which at the time was kept in Microsoft Access. Continue Reading...

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This page is a archive of recent entries in the Voip Solutions category.

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