From the Blog

Recent thinking on Amazon
Connect, AI, and cloud infrastructure

Notes from real deployments, covering what actually works when you are building or running a contact center.

Explore by topicBrowse categories and tags to find the insights you need.

Categories

Browse all 29 categories

TagsPopular topics

Browse all 487 tags
Desk telephone handset photographCompany & Perspectives

The sad sound of a silent voice

Since late 1998, I have had the pleasure of working with the wonderful folks at OnHoldAdvertising!  The husband and wife team of Brent Brace and Karen Kelly have produced literally millions of voice prompts for thousands of systems throughout…
Read More
Customer text messaging across devicesLegacy Services

ShoreTel ECC "Sticky Email" ?

Call Center or Contact Center? Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely they are on a smart…
Read More
Ingate SIParator configuration video previewLegacy Services

V14 Configuring ShoreTel SIP Trunks P2 -SonicWall or InGate SBC?

A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers.  Folks want to know if you need a SBC to configure a SIP trunk.  Why not just use a Firewall?  Can you configure ShoreTel…
Read More
Social media acceptable use illustrationCloud Services

Network Security begins with an "Acceptable Use" Policy!

Most folks seem to understand what a firewall is and why it is so very important. They intuitively understand they need something between the “trusted” internal computer network, and the wild west we call the Internet! The installation of…
Read More
SIP thumbs up illustrationLegacy Services

V14 Trouble Shooting ShoreTel SIP

ShoreTel SIP is just not that hard to configure! When things go right, and it all works, it is relatively painless and very easy.   When things don't work however, you will need to sort out the problem and figure out how to make it work.  …
Read More
ShoreTel Collaboration Server a new Version 12 ApplianceLegacy Services

A ShoreTel Workgroup is a Contact Center for the rest of us!

We have been working around the call center space for a long time.  Actually, it is our first love! Does everyone need a full blown Contact Center?   If you have a real boiler room operation, with shifts of agents that are heavily manged,…
Read More
Mobile messaging devicesCloud Services

VPN's and VoIP - Getting economical "full mesh" Connectivity without MPLS!

We see a lot of VoIP deployments that come to us for trouble shooting.  A common problem statement is that our HQ site can call both Chicago and Dallas, but Dallas and Chicago can't call each other.  Savvy network administrator will have figured…
Read More
VPN lock illustrationCloud Services

VPN's and VoIP - Getting Connected!

We see a lot of VoIP deployments that come to us for trouble shooting.  A common problem statement is that our HQ site can call both Chicago and Dallas, but Dallas and Chicago can't call each other.  Savvy network administrator will have figured…
Read More
SIP trunk network illustrationLegacy Services

ShoreTel SIP Trunk Configuration - Version 14 update Part 1

Our older posts on this subject are getting a bit dated and an update is long over due.   ShoreTel has been using a version of SIP since day one.  We say a version of SIP because at the formation of ShoreTel, SIP standards had not yet been…
Read More
VMware vCenter hosts diagramLegacy Services

ShoreTel fail over options using Vmware – Part 3 the “HA" and "FT" Option!

A quick review of vocabulary before we go into this subject any further.    First when we refer to vSphere, we are talking about the entire VMware ecosystem and all of its components.   It is just a short hand for the entire system solution.   …
Read More
VMware hosts and shared storage diagramLegacy Services

ShoreTel fail over options using VMware – Part 2 the "Poor Man" Option!

A simple yet very effective step you can take to assure a high availability  is all but free!  It occurs to us that it is no longer acceptable to install ShoreTel on anything other than a VMware ESXi server!  Lets face it, you have to purchase…
Read More
WebRTC conference interfaceCloud Services

WebRTC "peer to peer" Call Center Demo!

What is a “peer to peer” call center?  The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating.  In fact, no telephone lines are needed, beyond the published…
Read More

Showing 12 of 352 posts

Free Resource

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.

Request the GuideBrowse all resources ›
DrVoIP logo

Building cloud communications and contact center solutions since 2008.

DrVoIP on YouTube
Peter Buswell on LinkedIn

Services

Amazon Connect
AI Solutions
Cloud Services
Case Studies

Company

About Peter
Resources
Blog
Contact

Talk to us

844-4DrVoIP
grace@drvoip.com

© 2026 DrVoIP. All rights reserved.