Articles about Legacy Services.

Contact center team photo collage

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 based on time of day and day of week.  ShoreTel ECC has a concept entitled SHIFTS.   Shifts have day types:  Weekday, Weekend…
ShoreTel Gotcha illustration

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 that works three shifts, with 15 Agents per shift.  In the Pre-Connect world, you would define 45 agents but you would only…
Workforce management team illustration

Configuring Compliance Recording with CISCO Workforce Optimzaiton

, ,
For compliance will you Record Audio or Screen? There are a range of products and services that can be used to "record" phone calls on a CISCO CUCM, UCCX and UCCE. These products range in sophistication from services that simply save a wav file…
Audio conference telephone icon

Build ShoreTel Connect inside your own private Cloud using AWS!

, , ,
Placing your ShoreTel HQ in the "cloud"? Moving the ShoreTel HQ server to a data center to increase system resiliency, reduce or eliminate down time and increasing overall recovery times has always been high on the check list for business continuity…
Contact center terminology word cloud

Add DNIS routing to your ShoreTel ECC Contact Center!

, ,
Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow.  Clearly you can assign a DID phone number to a specific call flow and anyone who knocks on that door is answered…
Ping command output

ShoreTel lsp_ping and the SG-Vphone coma!

, ,
Ping a network engineers best friend! Most network folks are comfortable with a standard Ping command.    Some even know that you can add options to ping to set packet size and repetitions, but at the end of the day, Ping is a level three…
ShoreTel and Cisco comparison logos

Compare CISCO and ShoreTel "dial plans" and "calling priviledges"!

, , ,
What is a route or dial plan? Most if not all phone systems provide for route plans and calling or "class of service" privileges.   The dial plan defines the over all numbering system used through out the system.  For example, how many digits…
SQL query and results example

Trouble Shooting ShoreTel ECC Scripts

, ,
ShoreTel ECC Future? The ShoreTel ECC or enterprise contact center is a remarkable product in many ways.   Though we are depressed to see that it has apparently taken a back seat to ShoreTel Connect as it relates to product enhancements, it…
Private cloud telephone icon

CISCO Version 11 - New "Conference Now" feature!

, , ,
Is your ShoreTel or CISCO Audio Conference Secure? Most all phone systems have some embedded resource for ad-hock audio conferences, ShoreTel and CISCO are no different.    CISCO, like ShoreTel,   had "meet me" conference facilities, but…
Disaster recovery cartoon

CISCO Configuration Professional Express

, ,
When you lease expect it, expect it! We were deploying a new CISCO Voice Gateway, a CISCO 2921 with a PRI and mistakenly pointed a browser at the LAN Interface while searching for the CUCM URL!   Sometimes accidents result in new information. …
Voice recording microphone icon

Put your ShoreTel to work automating "Interviews" and "Surveys"

, , ,
Customer Survey or Order Entry One of the most requested IVR applications we are regularly asked when working with the ShoreTel product line is can we create a "customer survey" or automated voice "order entry" solution.    In this application…
ShoreTel Connect desktop client

Quick Peek at ShoreTel Connect - What's in ShoreTel V15!

, , ,
Deploy in the Cloud, on premise or Both! For those of us who have been working with ShoreTel since version 3.1, the introduction of a new ShoreTel release is always exciting!   The marketing folks are naming this release, ShoreTel Connect…

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.