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Hacking ShoreTel! 6 Aug 2013 | 12:33 am
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 form o...
In search of the Killer Contact Center Script (UCCX or ECC)! 5 Aug 2013 | 08:06 pm
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 to ext...
Most Annoying Business VoIP Marketing Gotcha’s 4 Jul 2013 | 03:51 am
If you have ever tried to decide on a new hosted business VoIP solution for your company, then you have most likely run into, and been frustrated by some of the “gotcha’s” that VoIP company’s use to g...
What is going on at ShoreTel now? 14 Jun 2013 | 04:30 am
I very seldom comment, in this technology blog, on company policy and just try to stay focused on VoIP. This time I am speaking out as a ShoreTel Shareholder, you know one of the people who bought ...
Open Letter to CISCO Certification Management! 31 May 2013 | 09:53 pm
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 disap...
CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor! 30 Apr 2013 | 11:10 pm
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...
Compare ShoreTel ECC and CISCO UCCX – Handling Language Options 7 Apr 2013 | 04:22 am
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 ...
Should You Run Your Company from Smartphones? 12 Mar 2013 | 02:40 am
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 eval...
UCCX Scripting – “Get Statistics” and manage your call flow dynamically! 10 Mar 2013 | 07:00 am
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 w...
Compare ShoreTel ECC and CISCO UCCX call back from queue scripts! 19 Feb 2013 | 02:21 am
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 ...
