ShoreTel Enterprise Contact Center “Change Call Profile” icon

November 28th, 2009

How many people hit the Auto Attendant and then dialed one for Sales? One of the most requested reports from ShoreTel clients is the analysis of Automated Attendant key strokes. With in the ShoreTel iPBX there are probably several ways to implement this, but we prefer the use of “route points” (see past blog). “ Thank you for calling our company during our normal business hours. For Sales Press 1, for Service Press 2 or stay on the line and […]

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Deploying the ShoreTel Personal Call Manager through AD Group Policy!

May 19th, 2009

Installing a ShoreTel IPBX solution is a process not an event. I have previously published a book entitled “VoIP System Planning Guide” that can be download from the DrVoIP site. This guide covers the basics for planning and managing a VoIP deployment in general and a ShoreTel solution in particular. The “devil is in the details” however and though the process can be understood, the individual tasks required to complete the process generally prove there is no substitute for hands […]

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Is the Economy good for VoIP?

April 27th, 2009

Has the economy hit VoIP? My thinking is that it has and in a very positive way for both integrators and voip service providers. Throughout my career I have always been amazed at the number of traditional key telephone systems sold into the small business segment of the telephone equipment market place. If you added up the numbers as published by the publically reporting companies in this segment, extrapolated an average SBE equipment size requirement you would conclude that every […]

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ShoreTel Contact Center C2G Interaction Reports

April 2nd, 2009

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