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
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
Understanding ShoreTel Connect ECC Shifts! »
Why use Shifts at all? Most call centers have “on hours” and “off hours” that route callers to different options based on time of day and day of week. ShoreTel ... Read More
Configuring Compliance Recording with CISCO Workforce Optimzaiton »
For compliance will you Record Audio or Screen? There are a range of products and services that can be used to “record” phone calls on a CISCO CUCM, UCCX and ... Read More
Add DNIS routing to your ShoreTel ECC Contact Center! »
Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow. Clearly you can assign a DID ... Read More
ShoreTel lsp_ping and the SG-Vphone coma! »
Ping a network engineers best friend! Most network folks are comfortable with a standard Ping command. Some even know that you can add options to ping to set packet size ... Read More