Resources & the DrVoIP Knowledge Base
Guides, checklists, and 18 years of field notes, in one place.
Everything DrVoIP has published to help you plan, deploy, and run a contact center, from the Amazon Connect guides we hand out today back through the ShoreTel and Cisco reference material from where this practice started. Nothing here gets thrown away just because it's not the newest thing on the site.
- 2008
- Documenting deployments since
- 100+
- Real client deployments behind these guides
- 18+
- Years of field notes, ShoreTel to AWS
Downloadable guides & self-assessments
Built from real deployments, not generic templates. Request a guide by email, or jump straight into the checklists that are already live on the site.
Guide
Amazon Connect Planning Guide - 2026 Edition
A practical planning guide covering discovery questions, architecture options, and a realistic checklist for moving a call center onto Amazon Connect, built from more than 100 real deployments.
Discovery Tool
AWS Connect Quickstart Discovery Questionnaire
The same ~20-section discovery questionnaire DrVoIP uses on real engagements, covering call flows, IVR, reporting, CRM integration, and multi-channel setup, before a single hour of deployment work starts.
Self-Assessment
AI Readiness Checklist
A free self assessment before you commit budget, score where your contact center actually stands before adding AI on top of it.
Self-Assessment
AI Performance Checklist
Post launch tuning and monitoring guidance for an AI deployment that's already live, what to watch, and when to adjust it.
18 years of DrVoIP, organized by topic
DrVoIP has been in business since 2008, longer than Amazon Connect has existed. This is the technical reference material, training content, and past service lines from that history, still live on drvoip.com and still worth knowing about, even where they're not the current focus. Browse all Legacy Resources →
VoIP & Contact Center Reference
Reference
VoIP & PBX Glossary
Plain definitions for the terms that come up in every deployment conversation: ATA, IVR, IPBX, codec, auto attendant, and more.
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Reference
VoIP for Small Business
The case for moving a small business off a legacy phone system onto hosted VoIP, in plain, non-technical terms.
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Scripts, Tools & Community
Scripts Index
Amazon Connect & Cisco Scripts
The full index of Lambda functions, configuration packages, and legacy UCCX scripts DrVoIP has built and shared over the years.
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Community
VoIP Directory: Companies & Engineers
A free community directory of VoIP and collaboration engineers, and the companies that hire them.
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Training & Certification History
Training
Free VoIP Training Videos
ShoreTel and IP phone training content, from ECC-to-cloud migration to using an iPhone as a SIP extension.
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Training
Training Options: Onsite, Web & Video
Instructor-led ShoreTel training tracks for end users, agents, supervisors, and administrators, plus Cisco Net Academy certification prep.
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Infrastructure & Platform Expertise
Past Work
VMware & Hyper-V Virtualization
Virtualizing communications servers on VMware vSphere for redundancy, high availability, and disaster recovery.
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Past Work
AWS Hybrid Cloud Infrastructure
Hybrid data center models combining AWS-hosted and on-premise systems, from before Amazon Connect became the focus.
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Past Work
Twilio Custom Telecom Applications
Custom cloud communications built on Twilio's Programmable Voice, Video, Chat, and SMS platform.
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Looking for the blog?
Current thinking on Amazon Connect, AI, and cloud infrastructure, written from real deployments.
Looking for pricing on a specific product?
Deployment packages, DIY call center kits, and on-demand support hours, all with real, published pricing.
Can't find what you're looking for?
Eighteen years of material is a lot to search through. Ask Peter directly, and he'll point you to the right guide, or just answer the question himself.
THE DOWNLOAD LIBRARY
Practical resources. Ready when you are.
Explore our free guides, checklists and reference material. Choose a download and we’ll email you a personal access link.
Guides & checklists
Amazon Connect 5-Day Quickstart Checklist
Plan the five-day rollout, from requirements and call flows to agent setup, testing and handoff.
2025 checklist; includes the original five-agent, one-supervisor scope.
Amazon Connect AI Performance Checklist
One-page checklist of ten AI improvements, baseline metrics, human fallback, governance and activities that should remain human.
Amazon Connect AI Readiness Checklist
Five-page operational guide containing the same seven readiness checks as the interactive scorecard, plus quick wins, knowledge hygiene, governance and measurement.
Amazon Connect Planning Guide - 2026 Edition
Revised 39-page planning guide: stakeholder decisions, secure access, telephony, channels, CRM, AI answers/actions, operations and SOW preparation.
2026 edition: refreshed planning guidance for modern Amazon Connect deployments.
Amazon Connect CI/CD Pipeline Guide
Nine-page engineering guide to environment mapping, validation, approvals, promotion, rollback, drift and production-readiness evidence.
2026 edition. The March 31, 2026 legacy-flow milestone mentioned in this guide has passed.
Conversational AI - 2026 Edition
Fifteen-page visual guide to Amazon Connect AI agents, flows, Lex, prompts, guardrails, tool permissions, human handoff and architecture choices.
The Agentic Enterprise - 2026 Edition
Twelve-page visual introduction to governed outcomes, maturity, workflow memory, approved tools, live versus backend architecture, oversight and adoption.
Beyond the Chatbot: Enterprise Agentic AI
Nineteen-page executive foundation covering AI terminology, RAG, memory, agent workflows, governance, prompts, templates and review questions.
AI for Answers vs AI for Action
Two-page business brief comparing information retrieval with bounded operational actions, with industry examples and an introduction to DrVoIP.
DrVoIP Professional Services - 2026 Overview
Twelve-page overview of contact centers, conversational AI, enterprise automation, communications integration, optimization and engagement stages.
DrVoIP Support Services - 2026 Guide
Ten-page support brochure covering ticket workflow, Connect/AWS/AI coverage, secure access, hours, prepaid blocks, rates and working boundaries.
2026 guide. Support scope and rates follow the agreed support terms.
AI for Small and Mid-Sized Business
Sixty-nine physical PDF pages of business examples, industry use cases, vendor selection, governance, ROI, readiness questions and prompts.
Legacy reference
Earlier DrVoIP publications, preserved for reference. These describe the technology and practices of their original editions.
Network Assessment Overview
Explore the scope, checks and deliverables of a ShoreTel-era voice and network readiness assessment.
2011 ShoreTel reference. Review its historical technical advice before applying it today.
Voice & IVR Prompt Catalogue
Review voice-message names and scripts for greetings, queues, callbacks and administration. This is the PDF overview, not an audio library.
Legacy voice/IVR reference; this is not a generative-AI prompt guide.
A VoIP System Planning Guide
A practical reference to PBX and hosted-VoIP choices, dial plans, call flows, implementation, training and continuity.
Version 3.1, 2013 edition. Preserved as a legacy planning reference.