Hacking ShoreTel!
I though I had seen it all! When you have been involved with the design, deployment and management of customer [...]
In search of the Killer Contact Center Script (UCCX or ECC)!
The "Killer UCCX Contact Center Script" After your first 100 or so Contact Center Scripts, you begin to wonder if [...]
Most Annoying Business VoIP Marketing Gotcha's
If you have ever tried to decide on a new hosted business VoIP solution for your company, then you have [...]
What is going on at ShoreTel now?
I very seldom comment, in this technology blog, on company policy and just try to stay focused on VoIP. This time I [...]
Open Letter to CISCO Certification Management!
Martin Sloan CCIE Voice Candidate #211151677 speaks for the entire CCIE Candidate community (DrVoIP included) when he wrote the following [...]
CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!
If you have managed a contact center of any size, sooner or later, you will be asked to make a [...]
Compare ShoreTel ECC and CISCO UCCX - Handling Language Options
Anyone who has been deploying telephone systems for any length of time has run into the "language" issue. Though I [...]
Should You Run Your Company from Smartphones?
With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting [...]
UCCX Scripting - "Get Statistics" and manage your call flow dynamically!
Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with [...]
Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!
It is almost expected that a modern call or contact center be able to offer a "call back from Queue" [...]
Compare ShoreTel and CISCO - Extension Mobility Options!
Do you run a business in which the day shift and the night shift share the same telephone instrument? [...]
How to Upgrade your ShoreTel System!
The actual task of upgrading your ShoreTel system from one software version to the other is "brilliantly simple". The process, [...]