Tag Archive for: Call Detail Records

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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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ShoreTel CDR Format- How to find the International Calls!

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Recently, while working with a third party Call Accounting vendor, we had an opportunity to revisit ShoreTel CDR records.  ShoreTel stores CDR records in two locations for two different purposes.  Historically, the first format is basically…
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How to backup your ShoreTel IPBX!

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Prior to version 7 of  ShoreTel, backing up your ShoreTel system was very straight forward. There was a single folder in the root directory named d:\ Shoreline data. This folder contained all the information that was required to completely…

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