The ROI of a “Call Back” option!

May 24th, 2015
virtualcallcenter

In his newly released ebook, Fonolo founder Shai Berger defines Abandoned Calls Rate as the Number of Abandoned Calls / Total Calls.  Abandoned calls represent not only a lost revenue opportunity, but they cost you hard dollars and Shai does a masterful job at outlining these costs in a way that business folks can understand.     Throughout my 35+ year career in telecommunications,  I have witnessed the pain of  Call Center management endlessly struggling to increase customer service levels […]

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The sad sound of a silent voice

May 23rd, 2015
Silent voice

Since late 1998 I have had the pleasure of working with the wonderful folks at OnHoldAdvertising!  The husband and wife team of Brent Brace and Karen Kelly have produced literally millions of voice prompts for thousands of systems throughout the American Business Communications landscape.  Karen can be heard on more automated attendants and voice mail systems in this country than we have touch tone keys to push!  Behind the scenes, unless you required a superior male voice artist, was Brent […]

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ShoreTel ECC “Sticky Email” ?

May 19th, 2015
Callproof-text-message-customer-service

Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely that they are on a smart phone and not sitting at a desk computer.   They want “contact” however they want to communicate.  That use to mean voice by telephone, but might now mean text, chat, email and now video!   (See our Blog this subject).    Email, however, is an interesting option as it cuts […]

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V14 Configuring ShoreTel SIP Trunks P2 -SonicWall or InGate SBC?

May 6th, 2015
siperator

A question that keeps coming up in the support ticket system is the subject of InGate and Session Border Controllers.  Folks want to know if you need a SBC to configure a SIP trunk.  Why not just use a Firewall?  Can you configure ShoreTel SIP trunks to work without a SBC?  The simple answer is “yes” but the smart answer is “no”.  In our humble opinion, just because you can do it, does not mean you should do it!   Session […]

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Network Security begins with an “Acceptable Use” Policy!

May 2nd, 2015
AUP1

Most folks seem to understand what a firewall is and why it is so very important. They intuitively understand that they need something between the “trusted” internal computer network and the wild west we call the Internet! The installation of a firewall is generally something all business do, from the wireless network at the local coffee shop, to the medium size law firm and the giant multinational distributed enterprise. The barbarians are at the door, but with a firewall we […]

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V14 Trouble Shooting ShoreTel SIP

April 30th, 2015
SIP Trouble Shooting!

ShoreTel SIP is just not that hard to configure! When things go right, and it all works, it is relatively painless and very easy.   When things don’t work however, you will need to sort out the problem and figure out how to make it work.   The good news is that SIP is a clear text, english like “requests” and “response” message exchange that, once understood can be relatively easy to work with.   Using packet capture tools like Wireshark can […]

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A ShoreTel Workgroup is a Contact Center for the rest of us!

April 8th, 2015
ShoreTel-Collaboration-Server-a-new-Version-12-Appliance

We have been working around the call center space for a long time.  Actually, it is our first love! Does everyone need a full blown Contact Center?   If you have a real boiler room operation, with shifts of agents that are heavily manged, counted, recorded, measured complete with staff forecasting and multiple channels of client communication, yes you need an Enterprise Contact Center.   As Arlo Guthrie might say “what about the rest of us”?   The small to medium size business […]

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VPN’s and VoIP – Getting economical “full mesh” Connectivity without MPLS!

April 7th, 2015
FlexVPN by DrVoIP

We see a lot of VoIP deployments that come to us for trouble shooting.  A common problem statement is that our HQ site can call both Chicago and Dallas, but Dallas and Chicago can’t call each other.  Savvy network administrator will have figured out that there is a routing issue, but how so?  Clearly HQ knows how to reach each remote site and the remote sites know how to reach HQ, so where is the break down!   At about this […]

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ShoreTel SIP Trunk Configuration – Version 14 update Part 1

March 27th, 2015
sip_trunking61

Our older posts on this subject are getting a bit dated and an update is long over due.   ShoreTel has been using a version of SIP since day one.  We say a version of SIP because at the formation of ShoreTel, SIP standards had not yet been solidified.   ShoreTel SIP, therefor, was not interoperable nor did it need to be.   Our fist experience with ShoreTel was Version 3.1  back in 2001!    At that time, ShoreTel did not yet support IP […]

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ShoreTel fail over options using Vmware – Part 3 the “HA” and “FT” Option!

March 25th, 2015
vCenterHost

A quick review of vocabulary before we go into this subject any further.    First when we refer to vSphere, we are talking about the entire VMware ecosystem and all of its components.   It is just a short hand for the entire system solution.    ESXi is a VMware hypervisor.  It is the “host” hardware on which the “guest” virtual machines run on.  vCenter is an administrative portal that enables you to manage multiple Datacenters.   A Datacenter is a collection of ESXi […]

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