An IP Blue soft-phone tool kit for serious CISCO voice engineers!
The trials of a Call Center Engineer! As a consulting engineers, we spend a lot of time working remotely over [...]
CUBE SIP Header Matching - Extracting DNIS from a Toll Free Number!
The Problem - Call Forwarding DNIS to Toll Free Numbers Recently we were presented with a new challenge while deploying [...]
AWS Connect Contact Center - Our First Impressions & Demo!
How we first used EC2! As a long time Contact Center custom software integration and scripting consultants, we long ago [...]
A Five9 Call Center "cloud" migration success story!
Time for a new Call Center? Recently we had the opportunity to move a major enterprise call center from a [...]
WANtelligence - Software Defined Networks!
WANtelligence? Recently while working an RFQ project to re-mediate the WAN for a major health care practice management company, we [...]
ShoreTel Board takes company private?
"ShoreTel (SHOR) is in final stages of rolling out ShoreTel Connect". Who cares? Technology issues aside, ShoreTel remains dog meat [...]
Recording ShoreTel phone calls!
Call Center not Required! Long the standard in boiler room call center applications, recording calls is often a requirement outside [...]
TEXT-2-AGENT Sending text and pictures to your call center?
Can you send a picture to your ShoreTel or CISCO Call Center We have been integrating SMS to CISCO UCCX [...]
Customer Service by the Numbers - brightmetrics!
In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For [...]
Call, Click or Text your Contact Center?
Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target [...]
Understanding ShoreTel Connect ECC Shifts!
Why use Shifts at all? Most call centers have "on hours" and "off hours" that route callers to different options [...]
TOP ShoreTel Connect Installation Gotcha's !
So you are upgrading to ShoreTel Connect! Watch out for these blistering hot spots: Assume you have a call center [...]