Insights for technical managers.

Cybersecurity illustration of a person using a laptop

Hacking ShoreTel!

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I though  I had seen it all! When you have been involved with the design, deployment and management of customer premise telephone systems for as long as we have, you think you have seen it all. Over the years as we learn from our mistakes…
Cisco UCCX script editor and script index

In search of the Killer Contact Center Script (UCCX or ECC)!

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The "Killer UCCX Contact Center Script" After your first 100 or so Contact Center Scripts, you begin to wonder if it would be possible to generate a “killer script”!   No matter how many hours you sit with clients and do your very best…
Open letter illustration

Open Letter to CISCO Certification Management!

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Martin Sloan CCIE Voice Candidate #211151677 speaks for the entire CCIE Candidate community (DrVoIP included) when he wrote the following letter: I'm writing you this morning to express my great disappointment in regard to Cisco's recent announcement…
Cisco UCCX and ShoreTel ECC script comparison

CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!

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If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…
Multilingual contact center scripting editor

Compare ShoreTel ECC and CISCO UCCX - Handling Language Options

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Anyone who has been deploying telephone systems for any length of time has run into the "language" issue.   Though I am personally tired of having to "Press one" for English, the fact remains that we market on a global basis even if we are…
Reporting chart illustration

UCCX Scripting - "Get Statistics" and manage your call flow dynamically!

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Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with other customers, please wait and the next available customer service representative will be right with you" and then waited and…
Callback script comparison preview

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

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It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
Cisco extension mobility telephone interface

Compare ShoreTel and CISCO - Extension Mobility Options!

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Do you run a business in which the day shift and the night shift share the same telephone instrument?   This is a very common feature requirement in call centers, help desks and order lines.   In the Health Care Profession,  a very common…
ShoreTel upgrade illustration

How to Upgrade your ShoreTel System!

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The actual task of upgrading your ShoreTel system from one software version to the other is "brilliantly simple".  The process, however, requires attention to the   detail!  Any software upgrade will challenge your "change management" process! …
ShoreTel and Cisco comparison logos

Compare ShoreTel ECC and CISCO UCCX Contact Centers!

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As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX.   The fact of the matter is they are both really excellent solutions and very similar in many respects.   Historically, ShoreTel has had a…
Text messaging keyboard

New ShoreTel ECC and CISCO UCCX feature - Text Messaging?

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We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing…
DrVoIP smartphone menu preview

New ECC Feature - Smartphone based "Visual IVR"!

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Imagine that you go to a restaurant, ask for the menu and the waiter hands you a phone?   You lift the handset and hear "Thank you for coming to our Restaurant home of great food and fine dining.  For breakfast, please dial one; for Lunch…

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