Articles about Legacy Services.

Social media acceptable use illustration

Enhance your ShoreTel ECC with Speech Recognition & Chat Bots!

, , ,
Press 1 for English! Two characteristics of telecom technology in the 21st century continue to not make sense to us.  Why are we still using fax?  How come we still "Press 1 for this and Press 2 for that"?   I mean really, it is the 21st…
Mobile messaging notification illustration

Why your call center needs "TEXT" solutions!

, ,
21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some 40+ years and despite all the"omni" channel technology the inbound call center model has not changed very much.   Those…
Technical learning word cloud

DrVoIP CISCO CIPTV2 CCNP Collaboration 300-075 Study notes!

, ,
OverView of 300-075 Content Like many other working VoIP Engineers, I have had to upgrade my CCNP yet again. The first time was when CISCO changed from CCVP to CCNP Voice. Now we have to convert from CCNP Voice to CCNP Collaboration. The good…
ShoreTel and Cisco comparison logos

Configuring a SIP Trunk TIE Line between CISCO CUCM and ShoreTel iPBX

, ,
Merging Systems is fun and easy? In a world of swirling mergers and acquisitions,  IT organizations are expected to integrate the different systems so that they all work together.   In the world of  IP PBX systems, that might result in having…
IPBlue softphone interface

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 a VPN connection!  Testing configurations, features and CSS access requires end points!  Typically more than one end point device!…
Dynamic multipoint VPN network diagram

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 a Call Center based on the CISCO UCCX Version 11.5 feature set. Generally, we employ DNIS as a strategy for defining the…
Five9 cloud contact center logo

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 premise based solution to a virtual call center.      Though the existing premise call center had performed faithfully for a number…
Plan B backup illustration

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 in the financial markets. Since the company's public offering in 2007, the stock has never sustained a price…
Call recording telephone icon

Recording ShoreTel phone calls!

, , ,
Call Center not Required! Long the standard in boiler room call center applications, recording calls is often a requirement outside the call center.    There are any number of reasons to record calls for including compliance, clarity and…
Mobile messaging notification illustration

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 and ShoreTel Call Center deployments for customer service scenarios for some time.  The interface is very simple:  Login, pick a number…
KPI inspection illustration

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 this reason key performance indexes are absolutely essential to the success of any customer service environment. How many contacts…
Mobile messaging notification illustration

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 and are high impact, high content messages. Why continue to increase the number of incoming telephone lines to your…

Showing 12 of 214 posts

DrVoIP logo

Building cloud communications and contact center solutions since 2008.

DrVoIP on YouTube
Peter Buswell on LinkedIn

Services

Amazon Connect
AI Solutions
Cloud Services
Case Studies

Company

About Peter
Resources
Blog
Contact

Talk to us

844-4DrVoIP
grace@drvoip.com

© 2026 DrVoIP. All rights reserved.