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Cisco 7940 IP telephoneLegacy Services

Repurpose your CISCO 7900 phones as ShoreTel sip Extensions!

The CISCO 7900 series of phones have been a very popular handset in the "hosted" PBX space.  CISCO discourages the use of these phones on other than CISCO systems, but there are so many of them out there, that they end up being used on a range…
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Cloud hosted PBX devicesCloud Services

Deploying VoIP in the Cloud or rolling your own "hosted PBX" - Part 1 Server Deployement

The entire subject of Virtualization and all things "cloud" has become something that even none technical people talk about.    You might say it has gone "viral" and captured the interest of geeks, business people, professional technology…
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ShoreTel virtualization illustrationLegacy Services

How to install the ShoreTel Virtual Switches!

Virtualization has significantly altered the options available for your choice of deployment models.  With the introduction of ShoreTel 14.2 you can completely virtualize your VoIP deployment right down to the Gateways!  If you have no Analog…
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Network monitor traffic chartsLegacy Services

ShoreTel V14 Real-time Diagnostic and Monitoring Dashboard

I am found of repeating that "product development is a process not an event"!   Though the marketing folks need to package, position and promote products based on feature sets, generally products emerge over time.   Building on previous releases,…
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Traditional and virtual system architecturesLegacy Services

ShoreTel Version 14.2 is "Virtually there"!

We have previously argued that ShoreTel should shed the hardware business and focus on software development only.  Just our opinion and personal hangup!  We believe that unless you have the Market Capitalization of an Apple, it is hard to…
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Buy sell and hold decision cubeLegacy Services

ShoreTel Stock Update - Should Mitel and ShoreTel Merge?

Back in the summer we did a blog on ShoreTel from a Shareholders perceptive.    There were a number of issues troubling us which did not seem to make sense and for which we, as outsiders, could not fully appreciate.   Having purchased ShoreTel…
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WebRTC browser communications illustrationCompany & Perspectives

WebRTC to change the Contact Center For Ever! Enter Amazon Mayday Button!

Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers!  Little did we know that in less than a month, Amazon would do just that…
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Contact center terminology word cloudLegacy Services

UCCX Scripting - Working with XML documents

When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time?   Are there really that many differences between contact center applications?    Well, yes and no!  As we continue…
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WebRTC conference interfaceLegacy Services

WebRTC, ShoreTel ECC and CISCO UCCX?

What is WebRTC?   Think of it as a teleconferencing system built right into your browser!   For some time now, call centers have been slowly integrating web chat functionality into the call center tool set.   Visitors to the company website…
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Telephone hold buttonLegacy Services

A Cure for the common Hold?

The Symptoms  - Help!  My on-hold recording warbles like a wounded canary!  If your customers are kvetching over the aches and pains of listening to your wobbly, distorted on-hold recordings, it's time to seek medical help. The Causes - The…
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Cybersecurity illustration of a person using a laptopLegacy Services

Hacking ShoreTel!

I though  I had seen it all! When you have been involved with the design, deployment and management of customer premise telephone systems for as long as we have, you think you have seen it all. Over the years as we learn from our mistakes…
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Cisco UCCX script editor and script indexLegacy Services

In search of the Killer Contact Center Script (UCCX or ECC)!

The "Killer UCCX Contact Center Script" After your first 100 or so Contact Center Scripts, you begin to wonder if it would be possible to generate a “killer script”!   No matter how many hours you sit with clients and do your very best…
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