The ShoreTel Prefix Option
In this economy, there are a growing number of mergers and acquisitions, or “marriage by shotgun”. When companies combine they have the challenge of integrating their data and telecommunications systems. For example, we have witnessed an…
ShoreTel Contact Center Overflow Concepts and Direct Calls to Agent!
I would like to kill call center challenges with one blog! In many call center environments, it is possible that an agent has a Direct in Dial (e.g. DID) number that a client might call and bypass the entire call center process! For a…
ShoreTel "Call Screening"
Call Screening is a popular telephone feature though some people consider it both annoying and insulting. In ShoreTel 9 you have this option using “find me follow me” to ask the caller something equivalent to “who may I say is calling”?…
VoIP is Intimate
A VoIP deployment is an act of intimacy. One of the great challenges for the deployment team is defining the demarcation point between the phone system, the network and the various applications that integrate withe the phone system. Clearly,…
Preview ShoreTel ECC 5.1 Agent Tool Bar!
ShoreTel has now release the Enterprise Contact Center 5.1 for Beta users. We are just now playin with it, but it has quite a few hot new features and even a new "look and feel" as it relates to icons. For those of you who have installed…
Analog lines in the 21st Century?
Getting old is a pain in the neck! Literally and figuratively! I am trying to figure out the benefits of getting older and I am not coming up with a very long list. You built a library of experience, I guess that must count for something.…
ShoreTel Abandoned Call Handling
Every call center has peaks and valleys. Normall businesses operate with very predictable calling patterns. Traffic over the normal business day, starts out slow and peaks between 10AM and 2 PM in the afternoon, then trickles down. The…
New Release Process defines ShoreTel Upgrade paths
ShoreTel will often have a controlled release of software. For example, Version 9.0 might be shipping to new clients but will not be availalbe to existing installations until it is declared GA. Existing clients with a compelling need,…
Microsoft OCS + ShoreTel = IM
Microsoft Office Communications is a powerful collaboration tool. The MOCS provides web conferencing, IM, audio conferencing, desktop sharing and also provided SIP. For purposes of this brief discussion, we will stay focused on the Internet…
ToolBar Options for ShoreTel Call Managers
The Personal or Professional Call Manager has long been a key element in the success of the ShoreTel solution. This desktop call control application enables you to easily manage your phone calls. “Point and Click” to take action, or “right…
Live Operator or Automated Attendant?
Remember, you never get a second chance to make a first impression! How you handle an incoming telephone call will largely define your company to the calling public, scarefully consider what image you want to project. Some businesses feel strongly…
How does a ShoreTel SBS compare to a CISCO CCME in $?
I am always being asked to compare ShoreTel and CISCO in one or another area. CISCO has a family of products that range from the UC500 through the CCME and on to the full blown Unified Communications Call Manager. One way to compare…
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