Articles about Legacy Services.

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UCCX Instant Contact Center "Killer Script" $295?!

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The Vision! It has long been our vision to create a UCCX script that can be used to rapidly deploy a new Customer Service Queue.   We appreciate that each Contact Center is different, but there is a set of expectations most folks have for…
Siri voice assistant microphone icon

ShoreTel adds Siri features with SpeechBridge!

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Anybody who has used Siri or Google to ask for directions while driving, understands the importance of being able to navigate through an automated attendant menu using voice commands! Natural language, speaker independent speech recognition…
Cisco UCCX script editor and script index

Contact Center Remote Agent Locator!

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We recently had a request for an “emergency locator” application with a different twist.   Historically, we have written a number of “locator” type scripts, but this request had some unusual requirements.   The client wanted to have…
Brain halves illustration

HA server in “Split Brain” mode?

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What is a High Availability Server Configuration? HA availability server configuration often results from the sharing of a database between two servers.  One server is Primary or Active, and the other server is Secondary or Inactive.   Generally…
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Upgrading CISCO with Prime Collaboration Provisioning

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Don't Procrastinate! Sooner or later you will find you need to upgrade your VoIP deployment, regardless of the vendor.   Differing upgrades is just prolonging the inevitable and increasing the complexity and the pain level.   Let’s take…
Mobile messaging devices

Is your Contact Center “Smartphone“ enabled?

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“When it comes to customer engagement options, digital contact will surpass voice contact in contact centers in less than two years.   This prediction by Dimension Data also highlights not only are most Contact Centers unable to deal with…
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…
SIP and WebRTC network devices diagram

Hosted PBX? CISCO Voice in a Router? (BE6K-S)

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The economics of a “hosted” or “cloud” based data and voice service is generally based on moving costs between the hosted provider and your office. The most dramatic example is the cost of the Internet connection. There is an inverse…
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…
Customer text messaging across devices

ShoreTel ECC "Sticky Email" ?

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Call Center or Contact Center? Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely they are on a smart…
Ingate SIParator configuration video preview

V14 Configuring ShoreTel SIP Trunks P2 -SonicWall or InGate SBC?

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A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers.  Folks want to know if you need a SBC to configure a SIP trunk.  Why not just use a Firewall?  Can you configure ShoreTel…

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