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ShoreTel Gotcha illustrationLegacy Services

TOP ShoreTel Connect Installation Gotcha's !

So you are upgrading to ShoreTel Connect!  Watch out for these blistering hot spots: Assume you have a call center that works three shifts, with 15 Agents per shift.  In the Pre-Connect world, you would define 45 agents but you would only…
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Workforce management team illustrationLegacy Services

Configuring Compliance Recording with CISCO Workforce Optimzaiton

For compliance will you Record Audio or Screen? There are a range of products and services that can be used to "record" phone calls on a CISCO CUCM, UCCX and UCCE. These products range in sophistication from services that simply save a wav file…
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Audio conference telephone iconLegacy Services

Build ShoreTel Connect inside your own private Cloud using AWS!

Placing your ShoreTel HQ in the "cloud"? Moving the ShoreTel HQ server to a data center to increase system resiliency, reduce or eliminate down time and increasing overall recovery times has always been high on the check list for business continuity…
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Contact center terminology word cloudLegacy Services

Add DNIS routing to your ShoreTel ECC Contact Center!

Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow.  Clearly you can assign a DID phone number to a specific call flow and anyone who knocks on that door is answered…
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WAN Survival Guide book coverCloud Services

What Carrier can provide Fiber to my branch office?

What Carrier do I use for this location? If are responsible for planning out a WAN connectivity solution for your VoIP deployment, you need to know what carrier services your target circuit location. This can lead to the most frustrating experiences…
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Ping command outputLegacy Services

ShoreTel lsp_ping and the SG-Vphone coma!

Ping a network engineers best friend! Most network folks are comfortable with a standard Ping command.    Some even know that you can add options to ping to set packet size and repetitions, but at the end of the day, Ping is a level three…
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ShoreTel and Cisco comparison logosLegacy Services

Compare CISCO and ShoreTel "dial plans" and "calling priviledges"!

What is a route or dial plan? Most if not all phone systems provide for route plans and calling or "class of service" privileges.   The dial plan defines the over all numbering system used through out the system.  For example, how many digits…
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SQL query and results exampleLegacy Services

Trouble Shooting ShoreTel ECC Scripts

ShoreTel ECC Future? The ShoreTel ECC or enterprise contact center is a remarkable product in many ways.   Though we are depressed to see that it has apparently taken a back seat to ShoreTel Connect as it relates to product enhancements, it…
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Private cloud telephone iconLegacy Services

CISCO Version 11 - New "Conference Now" feature!

Is your ShoreTel or CISCO Audio Conference Secure? Most all phone systems have some embedded resource for ad-hock audio conferences, ShoreTel and CISCO are no different.    CISCO, like ShoreTel,   had "meet me" conference facilities, but…
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Disaster recovery cartoonLegacy Services

CISCO Configuration Professional Express

When you lease expect it, expect it! We were deploying a new CISCO Voice Gateway, a CISCO 2921 with a PRI and mistakenly pointed a browser at the LAN Interface while searching for the CUCM URL!   Sometimes accidents result in new information. …
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Firewall illustrationCloud Services

Cloud based Next Gen Firewalls?

Firewall or Security Appliance? Along with the general tend for business to move to a subscription based, recurring revenue model, the ubiquitous firewall has also moved to the cloud!   In the case of the firewall, however, there is measurable…
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Voice recording microphone iconLegacy Services

Put your ShoreTel to work automating "Interviews" and "Surveys"

Customer Survey or Order Entry One of the most requested IVR applications we are regularly asked when working with the ShoreTel product line is can we create a "customer survey" or automated voice "order entry" solution.    In this application…
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