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ShoreTel and Cisco comparison logosLegacy Services

Configuring a SIP Trunk TIE Line between CISCO CUCM and ShoreTel iPBX

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…
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IPBlue softphone interfaceLegacy Services

An IP Blue soft-phone tool kit for serious CISCO voice engineers!

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!…
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Dynamic multipoint VPN network diagramLegacy Services

CUBE SIP Header Matching - Extracting DNIS from a Toll Free Number!

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…
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Amazon Connect contact control panelAmazon Connect

AWS Connect Contact Center - Our First Impressions & Demo!

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…
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Five9 cloud contact center logoLegacy Services

A Five9 Call Center "cloud" migration success story!

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…
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Software defined networking word cloudCloud Services

WANtelligence - Software Defined Networks!

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…
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Plan B backup illustrationLegacy Services

ShoreTel Board takes company private?

"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…
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Call recording telephone iconLegacy Services

Recording ShoreTel phone calls!

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…
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Mobile messaging notification illustrationLegacy Services

TEXT-2-AGENT Sending text and pictures to your call center?

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…
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KPI inspection illustrationLegacy Services

Customer Service by the Numbers - brightmetrics!

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…
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Mobile messaging notification illustrationLegacy Services

Call, Click or Text your Contact Center?

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…
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Contact center team photo collageLegacy Services

Understanding ShoreTel Connect ECC Shifts!

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…
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