ShoreTel & Mitel articles within Legacy Services.

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Enhance your ShoreTel ECC with Speech Recognition & Chat Bots!

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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…
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ShoreTel Board takes company private?

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"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…
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Recording ShoreTel phone calls!

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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…
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Customer Service by the Numbers - brightmetrics!

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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…
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Understanding ShoreTel Connect ECC Shifts!

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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…
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TOP ShoreTel Connect Installation Gotcha's !

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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…
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Build ShoreTel Connect inside your own private Cloud using AWS!

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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…
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Add DNIS routing to your ShoreTel ECC Contact Center!

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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…
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ShoreTel lsp_ping and the SG-Vphone coma!

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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…
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Trouble Shooting ShoreTel ECC Scripts

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

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

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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…

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