Insights for business managers.

Ingate SIParator feature chart

Use an Ingate SIParator and you are “virtually there”!

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We have written on the subject of SBC quite extensively in the past and have also covered the easy installation of the Ingate product (see DrVoIP here).   Readers must find this interesting because the hit counter for our Ingate videos continues…
Cisco Prime Collaboration Deployment interface

Cisco Prime Collaboration Deployment—Lessons learned!

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Upgrading is always a challenge! Upgrading collaboration solutions like ShoreTel or CISCO has always been a challenge for system administrators. The technology for VoIP solutions has become increasingly more complex with many touch points that…
Virtual call center headset and cloud illustration

The ROI of a "Call Back" option!

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In his newly released ebook, Fonolo founder, Shai Berger, defines Abandoned Calls Rate as the Number of Abandoned Calls / Total Calls.  Abandoned calls represent not only a lost revenue opportunity, but they cost you hard dollars. Shai does…
Social media acceptable use illustration

Network Security begins with an "Acceptable Use" Policy!

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Most folks seem to understand what a firewall is and why it is so very important. They intuitively understand they need something between the “trusted” internal computer network, and the wild west we call the Internet! The installation of…
ShoreTel Collaboration Server a new Version 12 Appliance

A ShoreTel Workgroup is a Contact Center for the rest of us!

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We have been working around the call center space for a long time.  Actually, it is our first love! Does everyone need a full blown Contact Center?   If you have a real boiler room operation, with shifts of agents that are heavily manged,…
VMware vCenter hosts diagram

ShoreTel fail over options using Vmware – Part 3 the “HA" and "FT" Option!

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A quick review of vocabulary before we go into this subject any further.    First when we refer to vSphere, we are talking about the entire VMware ecosystem and all of its components.   It is just a short hand for the entire system solution.   …
VMware hosts and shared storage diagram

ShoreTel fail over options using VMware – Part 2 the "Poor Man" Option!

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A simple yet very effective step you can take to assure a high availability  is all but free!  It occurs to us that it is no longer acceptable to install ShoreTel on anything other than a VMware ESXi server!  Lets face it, you have to purchase…
WebRTC conference interface

WebRTC "peer to peer" Call Center Demo!

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What is a “peer to peer” call center?  The concept is a fully functioning call center that exists only in the internet browser of the workgroup agents and supervisor participating.  In fact, no telephone lines are needed, beyond the published…
MacBook laptop

A ShoreTel Communicator for the Mac?

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We recently had an opportunity to work with a ShoreTel client that was exclusively using Apple Mac's throughout their enterprise.   We asked how they made that decision given the clear cost advantage WinTel PC hardware had over your basic…
Customer text messaging across devices

Can I text your Enterprise Contact Center?

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Phone only 'call centers' have been rapidly replaced with 'contact centers' that can also handle email and chat communications.  Customers want more options for interacting with companies they buy products and services from.  Chat requires…
Technical learning word cloud

ShoreTel iPBX phone system Training!

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Phone Training is a double edged sword.   Everyone wants it  but nobody really wants to make the time commitment required to get comfortable with the new phone features that a system like ShoreTel brings to your  business.   Most folks…
VMware hosts and shared storage diagram

ShoreTel fail over options using Vmware - Part 1 Building a VMware Test Lab!

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The most often asked question we hear among ShoreTel system administrators is how best to achieve "fail over", assure high availability and assure business continuity? There is no simple answer to this question nor is there any one "best practice".…

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