ShoreTel Enteprise Contact Center Tool Bar Setup Options
Legacy Services, ShoreTel & Mitel, Technical ManagersAs noted in a previous post, there are reasons that you might want to consider using the standard Agent tool bar. The Standard Agent tool bar enables the manipulation of an call center contacts (voice, email and chat) with an unobtrusive GUI.…
ShoreTel ECC Integrated Tool Bar
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe ShoreTel Contact Center or Enterprise Contact Center product development effort has and continues to be a “process” not an “event”. That is what characterizes software development efforts in general. You have to know…
Memorial Day and ShoreTel Holiday Greetings Schedules!
Legacy Services, ShoreTel & Mitel, Technical ManagersIt happens every year, every holiday at exactly the same time. Usually, at 4PM the day before the “holiday” that everyone know was coming, your entire client base calls to ask you how to change the Automated Attendant for a holiday greeting!…
New family of ShoreTel SG voice enabled switches!
Legacy Services, ShoreTel & Mitel, Technical ManagersShoreTel has a family of new media gateways. The more interesting switches are referred to as SGV switches. There is an SG50V and an SG90V that differ only in the number of FXO and FXS ports that they support. What makes these switches (i.e.…
Deploying the ShoreTel Personal Call Manager through AD Group Policy!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersInstalling a ShoreTel IPBX solution is a process not an event. I have previously published a book entitled “VoIP System Planning Guide” that can be download from the DrVoIP site. This guide covers the basics for planning and managing a VoIP…
ShoreTel Enterprice Contact Center Skills Based Routing!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe ShoreTel Enterprise Contact Center provides for “Skills Based Routing” an often confusing and misunderstood feature. It is important to note that this function might not achieve the desired result as it is only effective when there is…
ShoreTel Contact Center Call Select or Agent Select
Legacy Services, ShoreTel & Mitel, Technical ManagersConfiguring a ShoreTel ECC is better understood if we start from the Agent and work back to the caller. In the ShoreTel Enterpriser Contact Center we first define Agents whom we then assign to Groups which are generally the “destination”…
ShoreTel Star Codes!
Legacy Services, ShoreTel & Mitel, Technical Managers
Though I know we have readers out there who have never seen a rotary dial telephone (or a 33 RPM record), many readers will be familiar with “star codes”. Star Codes have been generally well known to most phone users since the inception…
ShoreTel Tools for Checking remote dial tone?
Legacy Services, ShoreTel & Mitel, Technical Managers
Sometimes there is nothing like a telephone lines mans test set to hear exactly what is going on! VoIP solutions have a double challenge: First it is hard to put a butt set on an IP connection; and secondly what happens when that connection…
Least Cost Routing?
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersAt one point in the evolution of telecommunications features, least cost routing was so sophisticated a function that it required an external processor. In the early 80’s when most large multi site telephone system installations were based…
How to get your iPhone running SIP on your ShoreTel IPBX!
Legacy Services, ShoreTel & Mitel, Technical ManagersIf you are and iPhone aficionado, you absolutely want your iPhone to work on your ShoreTel IPBX! I recently downloaded VeNetCorps SipPhone fromt the iPhone App store! There are several SIP phone apps at the store, but most have a pre-programmed…
ShoreTel ECC Abandoned Call - Call Back and Dial List applications!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe ShoreTel Enterprise Contact Center has several features that are often confused: Abandoned Call, Call Back and Dial Lists. Thought the features are somewhat similar, they work in different applications and not all for these features are…
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