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Gotcha illustrationLegacy Services

Most Annoying Business VoIP Marketing Gotcha's

If you have ever tried to decide on a new hosted business VoIP solution for your company, then you have most likely run into, and been frustrated by some of the "gotcha's" that VoIP company's use to get you to consider their service above all…
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ShoreTel branded ship photographLegacy Services

What is going on at ShoreTel now?

I very seldom comment, in this technology blog, on company policy and just try to stay focused on VoIP.  This time I am speaking out as a ShoreTel Shareholder.You know, one of the people who bought into the $10 a share IPO (at about the time…
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Open letter illustrationLegacy Services

Open Letter to CISCO Certification Management!

Martin Sloan CCIE Voice Candidate #211151677 speaks for the entire CCIE Candidate community (DrVoIP included) when he wrote the following letter: I'm writing you this morning to express my great disappointment in regard to Cisco's recent announcement…
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Cisco UCCX and ShoreTel ECC script comparisonLegacy Services

CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!

If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…
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Multilingual contact center scripting editorLegacy Services

Compare ShoreTel ECC and CISCO UCCX - Handling Language Options

Anyone who has been deploying telephone systems for any length of time has run into the "language" issue.   Though I am personally tired of having to "Press one" for English, the fact remains that we market on a global basis even if we are…
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iPhone Android and Windows phonesLegacy Services

Should You Run Your Company from Smartphones?

With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting to bleed into the enterprise. And now some businesses are beginning to evaluate whether they can manage their phone…
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Reporting chart illustrationLegacy Services

UCCX Scripting - "Get Statistics" and manage your call flow dynamically!

Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with other customers, please wait and the next available customer service representative will be right with you" and then waited and…
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Callback script comparison previewLegacy Services

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
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Cisco extension mobility telephone interfaceLegacy Services

Compare ShoreTel and CISCO - Extension Mobility Options!

Do you run a business in which the day shift and the night shift share the same telephone instrument?   This is a very common feature requirement in call centers, help desks and order lines.   In the Health Care Profession,  a very common…
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ShoreTel upgrade illustrationLegacy Services

How to Upgrade your ShoreTel System!

The actual task of upgrading your ShoreTel system from one software version to the other is "brilliantly simple".  The process, however, requires attention to the   detail!  Any software upgrade will challenge your "change management" process! …
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ShoreTel and Cisco comparison logosLegacy Services

Compare ShoreTel ECC and CISCO UCCX Contact Centers!

As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX.   The fact of the matter is they are both really excellent solutions and very similar in many respects.   Historically, ShoreTel has had a…
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Text messaging keyboardLegacy Services

New ShoreTel ECC and CISCO UCCX feature - Text Messaging?

We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing…
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