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

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 … Read More

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

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 … Read More

AWS Call Center – Our First Impressions & Demo!

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 … Read More

A Five9 Call Center “cloud” migration success story!

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.     … Read More

WANtelligence – Software Defined Networks!

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 … Read More

ShoreTel Board takes company private?

“ShoreTel  (SHOR) is in final stages of rolling out ShoreTel Connect”. Who cares? Technology issues aside, ShoreTel remains dog meat in the financial markets. Since the company’s public offering in … Read More

Recording ShoreTel phone calls!

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 … Read More

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

Can you send a picture to your Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time.  The … Read More

Customer Service by the Numbers – brightmetrics!

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 … Read More

Call, Click or Text your Contact Center?

Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target and are high impact, high content messages. Why continue to … Read More