Merging Systems is fun and easy? In a world of swirling mergers and acquisitions, IT organizations are expected to integrate the different systems so that they all work together. In the world of IP PBX systems, that might result in having to make a ShoreTel system play nice with a CISCO system. Actually, both […]
The trials of a Call Center Engineer! As a consulting engineers, we spend a lot of time working remotely over a VPN connection! Testing configurations, features and CSS access requires end points! Typically more than one end point device! Scripting for the call center applications is even more demanding as you need to be […]
The Problem - Call Forwarding DNIS to Toll Free Numbers Recently we were presented with a new challenge while deploying a Call Center based on the CISCO UCCX Version 11.5 feature set. Generally, we employ DNIS as a strategy for defining the CSQ service parameters. The more specific you can make the inbound number, […]
How we first used EC2! As a long time Contact Center custom software integration and scripting consultants, we long ago learned to use AWS if we want to get our projects completed on schedule and get paid! Most scripting work in ShoreTel or CISCO Call Centers will typically involve using an external database. During the […]
Time for a new Call Center? Recently we had the opportunity to move a major enterprise call center from a premise based solution to a virtual call center. Though the existing premise call center had performed faithfully for a number of years, we had lost faith in the manufacture and their reluctance to […]
WANtelligence? Recently while working an RFQ project to re-mediate the WAN for a major health care practice management company, we had the opportunity to listen to the major carriers describe their network solutions. The client company was seeking a new partner to provide network connectivity options for their several major corporate locations, three data centers […]
"ShoreTel (SHOR) is in final stages of rolling out ShoreTel Connect". Who cares? Technology issues aside, ShoreTel remains dog meat in the financial markets. Since the company's public offering in 2007, the stock has never sustained a price above the first day closing of $12.50, itself a modest premium over the offering price of $9.50 […]
Call Center not Required! Long the standard in boiler room call center applications, recording calls is often a requirement outside the call center. There are any number of reasons to record calls for including compliance, clarity and certainty and just management of customer quality service. There are a variety of recording solutions in the market […]
Can you send a picture to your ShoreTel or CISCO Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time. The interface is very simple: Login, pick a number from anywhere on the planet; assign a "keyword" and match it to an email […]
In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For this reason key performance indexes are absolutely essential to the success of any customer service environment. How many contacts did we manage today? How long did a contact have to wait on hold before we […]
Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target and are high impact, high content messages. Why continue to increase the number of incoming telephone lines to your call center? All you will do is cause more people to wait on hold, lowering your […]
Why use Shifts at all? Most call centers have "on hours" and "off hours" that route callers to different options based on time of day and day of week. ShoreTel ECC has a concept entitled SHIFTS. Shifts have day types: Weekday, Weekend and Holiday. You go to System Parameters in the Contact Center […]