Insights for technical managers.

Multilingual contact center scripting editor

Holiday Check script is a great learning tool!

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Most VoIP Engineers are not necessarily Software Engineers, so bringing up a Contact Center and scripting it are usually done by two different types of engineers.   Scripting engineers tend to have backgrounds in software development with formal…
iPhone Android and Windows phones

Sending Text Messages to your Shoretel ECC or CISCO UCCX Contact Center?

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We recently had an opportunity to create an emergency notification text messaging system for a financial service application built on ShoreTel iPBX and ECC technology. The requirement was to push out text based alerts to individual or groups…
PDQ Deploy logo

Slamming it with ShoreTel Call Manager desktop deployment option!

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One of the challenges in any ShoreTel deployment is the desktop Call Manager client installation.   You can breeze through the complexity of a ShoreTel multi-server, multi-site deployment only to be foiled when the desktop clients need to be…
Cisco Agent Desktop login screen

UCCX Cheat Sheet - Agent Log-in in using Extension Mobility!

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There is a two step process for logging into the systems if you are a mobile worker.   The first step is to log into a Telephone and make the phone your Extension number.  The Second Step is to log into the CISCO Agent Desktop (i.e. CAD)…
Cisco 7940 IP telephone

Repurpose your CISCO 7900 phones as ShoreTel sip Extensions!

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The CISCO 7900 series of phones have been a very popular handset in the "hosted" PBX space.  CISCO discourages the use of these phones on other than CISCO systems, but there are so many of them out there, that they end up being used on a range…
Cloud hosted PBX devices

Deploying VoIP in the Cloud or rolling your own "hosted PBX" - Part 1 Server Deployement

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The entire subject of Virtualization and all things "cloud" has become something that even none technical people talk about.    You might say it has gone "viral" and captured the interest of geeks, business people, professional technology…
ShoreTel virtualization illustration

How to install the ShoreTel Virtual Switches!

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Virtualization has significantly altered the options available for your choice of deployment models.  With the introduction of ShoreTel 14.2 you can completely virtualize your VoIP deployment right down to the Gateways!  If you have no Analog…
Network monitor traffic charts

ShoreTel V14 Real-time Diagnostic and Monitoring Dashboard

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I am found of repeating that "product development is a process not an event"!   Though the marketing folks need to package, position and promote products based on feature sets, generally products emerge over time.   Building on previous releases,…
Traditional and virtual system architectures

ShoreTel Version 14.2 is "Virtually there"!

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We have previously argued that ShoreTel should shed the hardware business and focus on software development only.  Just our opinion and personal hangup!  We believe that unless you have the Market Capitalization of an Apple, it is hard to…
Contact center terminology word cloud

UCCX Scripting - Working with XML documents

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When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time?   Are there really that many differences between contact center applications?    Well, yes and no!  As we continue…
WebRTC conference interface

WebRTC, ShoreTel ECC and CISCO UCCX?

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What is WebRTC?   Think of it as a teleconferencing system built right into your browser!   For some time now, call centers have been slowly integrating web chat functionality into the call center tool set.   Visitors to the company website…
Telephone hold button

A Cure for the common Hold?

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The Symptoms  - Help!  My on-hold recording warbles like a wounded canary!  If your customers are kvetching over the aches and pains of listening to your wobbly, distorted on-hold recordings, it's time to seek medical help. The Causes - The…

Showing 12 of 296 posts

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