Of late we have seen a growing interest in building “disaster recovery” solutions for both the data and the voice applications so critical for business operation.  First, we need to make sure we understand the difference between redundancy, resiliency and other configuration options to assure business continuity.  Many more installations now include the use of a remote “collocation” facility as an key  component of the installation plan.  What is the best way to configure a ShoreTel HQ server, for example [...]

Many Call Center applications have an Automated Attendant front end call tree.  Typically, you  might have an Automated Attendant that plays the familiar On-Hours recoding: “Thank you for calling our company, press 1 for technical support and 2 for sales support”.  The question asked in today’s blog is: should the Automated Attendant be located in the PBX or in the Call Center? There are very interesting ramifications for each of these options. Generally, with out thinking this question through, the [...]