Technical Managers Articles - Page 8 of 25

Insights for technical managers.

Mobile messaging notification illustration

Click2WebChat.com Browser Based Call Center featuring Video Chat & Screen Share!

Business Managers, Cloud Services, Communications & Collaboration, Technical Managers

Do you Text or Call? Most call centers have learned that folks are not sitting at home on a wired land line phones calling for tech support, or to make an appointment or to check on the status of an outstanding order! These folks are rushing…

ngrok tunneling architecture illustration

WTF is Ngrok?

Cloud Services, Networking & Connectivity, Technical Managers

Ngrok better than sliced bread! As a software engineer developing telecom based web applications, testing and validating software can be a major time sync. How do you get your lab system on the Internet, accessible with a public IP, so you…

Configuring a SIP Trunk TIE Line between CISCO CUCM and ShoreTel iPBX

Legacy Services, Multi-vendor Telephony, Technical Managers

Merging Systems is fun and easy? In a world of swirling mergers and acquisitions, IT organizations are expected to integrate the different systems so that they all work together. In the world of IP PBX systems, that might result in having…

An IP Blue soft-phone tool kit for serious CISCO voice engineers!

Cisco & UCCX, Legacy Services, Technical Managers

The trials of a Call Center Engineer! As a consulting engineers, we spend a lot of time working remotely over a VPN connection! Testing configurations, features and CSS access requires end points! Typically more than one end point device!…

CUBE SIP Header Matching - Extracting DNIS from a Toll Free Number!

Cisco & UCCX, Legacy Services, Technical Managers

The Problem - Call Forwarding DNIS to Toll Free Numbers Recently we were presented with a new challenge while deploying a Call Center based on the CISCO UCCX Version 11.5 feature set. Generally, we employ DNIS as a strategy for defining the…

AWS Connect Contact Center - Our First Impressions & Demo!

Amazon Connect, Business Managers, Planning & Migration, Technical Managers

How we first used EC2! As a long time Contact Center custom software integration and scripting consultants, we long ago learned to use AWS if we want to get our projects completed on schedule and get paid! Most scripting work in ShoreTel or…

A Five9 Call Center "cloud" migration success story!

Business Managers, Legacy Services, Other PBX Platforms, Technical Managers

Time for a new Call Center? Recently we had the opportunity to move a major enterprise call center from a premise based solution to a virtual call center. Though the existing premise call center had performed faithfully for a number…

WANtelligence - Software Defined Networks!

Business Managers, Cloud Services, Networking & Connectivity, Technical Managers

WANtelligence? Recently while working an RFQ project to re-mediate the WAN for a major health care practice management company, we had the opportunity to listen to the major carriers describe their network solutions. The client company…

Recording ShoreTel phone calls!

Business Managers, Legacy Services, ShoreTel & Mitel, Technical Managers

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…

TEXT-2-AGENT Sending text and pictures to your call center?

Business Managers, Legacy Services, Technical Managers, Telephony Archives

Can you send a picture to your ShoreTel or CISCO Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time. The interface is very simple: Login, pick a number…

Customer Service by the Numbers - brightmetrics!

Business Managers, Legacy Services, ShoreTel & Mitel, Technical Managers

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…

Understanding ShoreTel Connect ECC Shifts!

Legacy Services, ShoreTel & Mitel, Technical Managers

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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