ShoreTel compatible audio conference server?
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersSIP trunks can be used for a wide variety of call processing solutions, some of which are very cost effective as in Free! We have used SIP tunks to interconnect ShoreTel systems over the Internet, complete with four digit dialing between…
ShoreTel Contact Center - Integrated Agent Tool Bar
Business Managers, Legacy Services, ShoreTel & Mitel, Technical Managers
The ShoreTel Contact Center provides two strategies for call management at the desktop. We have found that the basic 'agent tool bar' is an excellent solution for call center desktops in which different shifts sit at the same desk, use the…
Call Center Design
Business Managers, Legacy Services, Telephony ArchivesIt is very normal to start planning a call center around the concept of DNIS, Groups, Agents and Skills. Experience has taught us, however, that call center design needs to start with a more important concept. Call Centers are performance…
ShoreTel Location Based Services
Business Managers, Legacy Services, ShoreTel & MitelAt first I had to think about why I would want LBS on my ShoreTel Mobile Call Manager? After all, it already alows me to change my call handling modes, access my voice mail and see my call history. I can assign my cell phone as my "external…
ShoreTel CRM Integration
Business Managers, Legacy Services, ShoreTel & MitelEvery business desktop seems to have some type of customer or ticket management software solution. Outlook and Notes are very common personal contact managers, but other popular solutions include Salesforce, Goldmine, ACT, Microsoft CRM, Time…
Priority Call Management?
Business Managers, Legacy Services, ShoreTel & MitelAre all your customers equal? Every business owner, large or small knows the answer to that question and the answer is no! We have Platinum, Gold, Silver and Bronze customers, each of which represents a different value to the business.…
VoIP System Design - Call Flow
Business Managers, Legacy Services, Technical Managers, Telephony ArchivesInstalling a VoIP solution has a wide range of technical issues that need to be addressed, organized and accounted for. From co-coordinating the “porting” of phone numbers from the old telephone carrier to the new carrier; to determining…
ShoreTel Version 9 Personalized Call Handling Options
Business Managers, Legacy Services, ShoreTel & MitelCall Handling modes has always been one of ShoreTel’s most popular user features. The concept is simple: define how you want the system to process an incoming phone call to your desk in case you are “out of the office”, “in a meeting”…
ShoreTel Contact Center C2G Interaction Reports
Legacy Services, ShoreTel & Mitel, Technical ManagersPrior to release of ShoreTel Contact Center Version 5.0, reporting was essentially statistical analysis. The Contact Center had very useful report generation capabilities that included the ability to add and delete columns to existing pre-defined…
To VOIP QOS or not to VOIP QOS?
Legacy Services, ShoreTel & Mitel, Technical ManagersIn telephony, IP QOS is somewhere between a science and an art. Setting up VOIP QOS on your network is essential for toll quality voice from end point to end point, especially across a WAN. Historically, in ShoreTel, IP packets were marked…