Tag Archive for: Training Videos

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Amazon Connect 2025 Update Tutorial

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Amazon Connect 2025 Update! During the past year and as we enter 2025, Amazon Connect has made some significant changes.  AWS has added new channels including SMS, Video and Email, many new features including AI assistance and a refreshing…
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Can you Delete an Amazon Connect Contact Flow?

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Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, define at least one agent and using the default contact flows, you can be taking phone calls in minutes.   The contact center features will…
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Amazon Connect Configuration - Tutorial Video!

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LEarn to configure an Amazon Connect Call Center soup to nuts! Tutorial includes FREE Contact Flow library you can import and use in both real life and with the tutorial. - DrVoIP
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DrVoIP Amazon Connect Tech Tip - LEX Bot Versions!

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Well, it is the 21st century and though we still drag around fax machines, we do seem to be getting away from Touch Tone Call Tree IVR systems!  Really, are you not tired of "Press 1 for this and Press 2 for that"?   I know I am at every…
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Trouble Shooting ShoreTel ECC Scripts

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ShoreTel ECC Future? The ShoreTel ECC or enterprise contact center is a remarkable product in many ways.   Though we are depressed to see that it has apparently taken a back seat to ShoreTel Connect as it relates to product enhancements, it…
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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…
ShoreTel Mobility Router System Admin Video Cheat Sheet

ShoreTel Mobility Router System Admin Video Cheat Sheet!

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The blog on the ShoreTel Mobility Router as one of the options offered by ShoreTel for remote worker connectivity, generated a lot of email requests. I have an opportunity to install, configure and test the solution including the Roam Anywhere…
ShoreTel Mobility Router System Admin Video Cheat Sheet

ShoreTel System Administration Version 12

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We have not had an update to our System Administration video series since Version 8.    System Administration had not significantly changed over the various new releases, so we did not feel the need to do an update.  Our Version 8 stuff is…
ShoreTel Mobility Router System Admin Video Cheat Sheet

Skills Based Routing in the ShoreTel Enterprise Contact Center!

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Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent.   It is important to note that the system will only use this criteria…
ShoreTel Mobility Router System Admin Video Cheat Sheet

ShoreTel Phone Security and the Terminated Employee ( a lesson in User Groups)

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Recently a client discoverd that at terminated employee, gone for almost a month, was still answering his office extension from his cell phone!  We have so many technology options for mobility today that the HR deparment most be going nuts…
ShoreTel Mobility Router System Admin Video Cheat Sheet

Get The Most out of your ShoreTel Communications System

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ShoreTel Training for Small Businesses There are many incredible services available to help small businesses with ShoreTel training for their ShoreTel communications system. With all of the great opportunities for businesses to have one-on-one…

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