Caller ID Insights

Tag Archive for: Caller ID

Would you answer a call from a toll free number?

Amazon Connect, Business Managers, Technical Managers, Voice & Routing

Campaign Dialer Feature Request? We are often asked to comment on how to increase answer rates on cold calls. Calls either made manually by an Agent in an outbound contact center, or an auto dialer or campaign dialer. Generally, in…

Amazon Connect - Setting Caller ID and Name for Outbound dial by Agents

Amazon Connect, Technical Managers, Voice & Routing

Amazon Connect Caller ID Name and Number basics! Historically, the only caller ID you can send, is that of a phone number that actually appears on your Amazon Connect instance. This has now been modified and AWS will let you send the CID…

Lex a conversational voice interface for Amazon Connect call trees.

AI Solutions, Business Managers, Conversational AI, Technical Managers

Historically touch tone "call trees" have over populated the IVR landscape prompting callers to "Press 1 for this and Press 2 for that". This has been the standard since the first half of the last century! You would think that in the 21st century…

Cybersecurity illustration of a person using a laptop

Hacking ShoreTel!

Legacy Services, ShoreTel & Mitel, Technical Managers

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…

Should You Run Your Company from Smartphones?

Business Managers, Legacy Services, Telephony Archives

With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting to bleed into the enterprise. And now some businesses are beginning to evaluate whether they can manage their phone…

Mobile telephone connectivity notification

Fixed Wireless Convergence and Mobility Options for VoIP

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

ShoreTel Mobility Options We have been steadily moving through a range of mobility options on our way to achieving true fixed mobile convergence. We want to take our Office Extension away on our Cell phones and have the same functionality…

Stupid phone trick #7 – How to make iPhone calls from my ShoreTel handset!

Legacy Services, ShoreTel & Mitel, Technical Managers

Yeah, I am sure you were just dying to know how to call your iPhone and have your ShoreTel phone ring? Better yet, pick up your ShoreTel handset and make a call out your iPhone? Actually, it is a useful integration and one that I recently…

ShoreTel Route a Call based on Area Code or Mood

Legacy Services, ShoreTel & Mitel, Technical Managers

"Can we route calls to a Workgroup based on the Area Code of the Caller", asks our intrepid Sales representative! "The prospect wants each Area Code in the country to be handled by a different Workgroup". Interesting question. Now…

Trouble Shooting ShoreTel SGT1 Caller ID

Legacy Services, ShoreTel & Mitel, Technical Managers

Caller ID is an interesting area and we see a variety of client request regarding this functionality. On analog lines, there is not much room for configuration. Generally this information is transmitted as FSK (i.e. modem tones) in either the…

ShoreTel Abandoned Call Handling

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

Every call center has peaks and valleys. Normall businesses operate with very predictable calling patterns. Traffic over the normal business day, starts out slow and peaks between 10AM and 2 PM in the afternoon, then trickles down. The…

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 CRM Integration

Business Managers, Legacy Services, ShoreTel & Mitel

Every business desktop seems to have some type of customer or ticket management software solution. Outlook and Notes are very common personal contact managers, but other popular solutions include Salesforce, Goldmine, ACT, Microsoft CRM, Time…

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