Top 5 Trends Transforming your Contact Center!

April 9th, 2014

The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react.   Most contact centers are still using 1990 thinking in a 2020 world!  The adoption rate of Smartphones, customer satisfaction scores through social media,  wide availability of video options, and the mobility of customer demographics are terrorizing your call center and what are you doing about it?  Still routing phone calls based on Area Code?   […]


Sending Text Messages to your Contact Center?

March 13th, 2014

We recently had an opportunity to create an emergency notification text messaging system for a financial service application built on ShoreTel iPBX and ECC technology. The requirement was to push out text based alerts to individual or groups of ShoreTel phones based on external events. These were typically stock tick updates and very time sensitive! The requirements document also required the ability to send text messages on manually on demand. The text messages would either be created by the Receptionist […]


Slamming it with ShoreTel Call Manager desktop deployment option!

March 7th, 2014

One of the challenges in any ShoreTel deployment is the desktop Call Manager client installation.   You can breeze through the complexity of a ShoreTel multi-server, multi-site deployment only to be foiled when the desktop clients need to be installed or updated.   Nobody wants the thankless task!  As most users do not have Local Administration rights to install software on their desktop machines, the system administrator gets a new task.   So it is either “sneaker net” or an […]


UCCX Cheat Sheet – Agent Log-in in using Extension Mobility!

March 5th, 2014

There is a two step process for logging into the systems if you are a mobile worker.   The first step is to log into a Telephone and make the phone your Extension number.  The Second Step is to log into the CISCO Agent Desktop (i.e. CAD) and make yourself ³Ready² to receive calls from the Contact Center. Step One:  – GoTo the phone you are logging into and press the button labeled ³services².  This will bring up a list of […]


Repurpose your CISCO 7900 phones as ShoreTel sip Extensions!

February 22nd, 2014
Makes a Great SIP Phone!

The CISCO 7900 series of phones have been a very popular handset in the “hosted” PBX space.  CISCO discourages the use of these phones on other than CISCO systems, but there are so many of them out there, that they end up being used on a range of other systems from 3CX, ShoreTel to Asterisk and FreePBX.     A company moving from a “hosted” solution or converting from a CISCO Call Manager to a ShoreTel system, for example,  would […]


Deploying VoIP in the Cloud or rolling your own “hosted PBX” – Part 1 Server Deployement

February 13th, 2014

The entire subject of Virtualization and all things “cloud” has become something that even none technical people talk about.    You might say it has gone “viral” and captured the interest of geeks, business people, professional technology managers and entrepreneurs.   Personally, I never did get the whole fascination with hardware.  In my mind hardware was just something we had to put up with to get to play with the software.   When you stop and think about it, aside […]


How to install the ShoreTel Virtual Switches!

February 10th, 2014

Virtualization has significantly altered the options available for your choice of deployment models.  With the introduction of ShoreTel 14.2 you can completely virtualize your VoIP deployment right down to the Gateways!  If you have no Analog telephone device requirements or telephone company lines,  you can now eliminate those ShoreTel Orange boxes!  This is a significant advancement in the state of the art and one that will become increasingly more prevalent as we look for viable business continuity strategies.     […]


ShoreTel V14 Real-time Diagnostic and Monitoring Dashboard

January 14th, 2014

I am found of repeating that “product development is a process not an event”!   Though the marketing folks need to package, position and promote products based on feature sets, generally products emerge over time.   Building on previous releases, customer feed back and recommendations, products continue to emerge with new functionality.    Most product development focuses on features that have market demand or differentiate one product from another.   Occasionally, a new product feature is targeted at someone other […]


ShoreTel Version 14.2 is “Virtually there”!

January 9th, 2014

We have previously argued that ShoreTel should shed the hardware business and focus on software development only.  Just our opinion and personal hangup!  We believe that unless you have the Market Capitalization of an Apple, it is hard to walk both sides of the street and do both Hardware and Software!   Even Microsoft, does only Software!     Well ShoreTel may in fact be moving to Software only through the introduction of a family of “virtual” machine offerings.   […]


ShoreTel Stock Update – Should Mitel and ShoreTel Merge?

December 10th, 2013
We recommend SHOR hold and watch MITL

Back in the summer we did a blog on ShoreTel from a Shareholders perceptive.    There were a number of issues troubling us which did not seem to make sense and for which we, as outsiders, could not fully appreciate.   Having purchased ShoreTel (NASDAQ: SHOR)  at the IPO price of $10 a share, the stock was trading at about $3 this summer and had not yet found its bottom.    We questioned why Management was in such as shambles […]


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