ShoreTel “Twinning” ring your desk and cell at the same time!
So there I am, on the my desk phone, talking to some very important client and I now have 45 minutes to make an appoint that is 1 hour away by car! The client is important and we have been trying to link up for days! I also have to be at…
ShoreTel Browser Based Call Management Options!
If you have ever installed a ShoreTel solution in an environment with other than Windows desktops, you know you lose some of the Sizzle! The Personal Call Manager could not be installed on Mac computers for example! Well known to those who know…
Extension Number, Phone Device, or User?
Is a phone, an Extension Number (e.g. DN) and a User the same entity? Does the User define the Extension number? Does the User define the Phone? What is the difference and why would you care? You care when you have to separate…
Skills Based Routing in the ShoreTel Enterprise Contact Center!
Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent. It is important to note that the system will only use this criteria…
Creating a “Personal Workgroup” to help answer your phone!
One of the great attributes of a Personal Call Manager, is the multiple call appearance functionality. When you have an active phone call you can actually see a new call ring in, on your screen. I like to think of this as “priority…
ShoreTel Version 10+ “Find Me/ Follow Me” Enhancements!
Mobility and Office Extensibility continue to be "must have" feature sets for success in todays hyper competitve market place. Nobody seems to care if it is after business hours in your time zone. When a client wants you, they want you…
ShoreTel Phone Security and the Terminated Employee ( a lesson in User Groups)
Recently a client discoverd that at terminated employee, gone for almost a month, was still answering his office extension from his cell phone! We have so many technology options for mobility today that the HR deparment most be going nuts…
Configure ShoreTel for Redundancy, Resiliency or Business Continuity?
Of late we have seen a growing interest in building “disaster recovery” solutions for both the data and the voice applications so critical for business operation. First, we need to make sure we understand the difference between redundancy,…
Why move the Auto Attendant into the Contact Center?
Many Call Center applications have an Automated Attendant front end call tree. Typically, you might have an Automated Attendant that plays the familiar On-Hours recoding: “Thank you for calling our company, press 1 for technical support…
SIP firmware for ShoreTel handsets?
To the sales team, I sound like a broken record as I repeated the engineering driven mantra: “A VoIP solution is only as good as the network it is build on”. No matter how many times we tell clients that you can not obtain reliable,…
The ShoreTel Workgroup Monitor Kicks Butt!
As you can tell from our video library and blogs, we are very excited supporters of the ShoreTel Contact Center! You can not find a more feature rich or cost effective solution to call routing, email routing and web collaboration! To…
ECC Medical Applications
With all the talk about "health care" you would expect growing demand for more application integration for this particular industry vertical! The ShoreTel Enterprise Contact Center can process "dial lists" that enable the system to make…
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