The ShoreTel Contact Center or Enterprise Contact Center product development effort has and continues to be a “process” not an “event”.     That is what characterizes software development efforts in general.   You have to know where to draw the line and make a supportable release.     New features are always being added to any evolving product, but knowing when to package up what we have in the process, document it and be able to support it, is what characterizes a new release.    [...]

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 [...]

The ShoreTel Contact Center provides two strategies for call management at the desktop.   We have found that the basic ‘agent tool bar’ is an excellent solution for call center desktops in which different shifts sit at the same desk, use the same computer and phone.  It is easy enough to program the tool bar to prompt the agent for there log-in information.   In this way, you can set up your phones with extension numbers that multiple agents can [...]

Are all your customers equal?  Every business owner, large or small knows the answer to that question and the answer is no!    We have Platinum, Gold, Silver and Bronze customers,  each of which represents a different value to the business.  For this reason, we often want to structure our call flow to prioritize these customers.     You do not have to work in a “call center” to manage this priority scheme.   The ShoreTel Personal Call Manager, for example, [...]