Tag Archive for: ShoreTel ECC

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Enhance your ShoreTel ECC with Speech Recognition & Chat Bots!

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Press 1 for English! Two characteristics of telecom technology in the 21st century continue to not make sense to us.  Why are we still using fax?  How come we still "Press 1 for this and Press 2 for that"?   I mean really, it is the 21st…
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TEXT-2-AGENT Sending text and pictures to your call center?

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Can you send a picture to your ShoreTel or CISCO Call Center We have been integrating SMS to CISCO UCCX and ShoreTel Call Center deployments for customer service scenarios for some time.  The interface is very simple:  Login, pick a number…
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Understanding ShoreTel Connect ECC Shifts!

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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 ECC has a concept entitled SHIFTS.   Shifts have day types:  Weekday, Weekend…
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Add DNIS routing to your ShoreTel ECC Contact Center!

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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 phone number to a specific call flow and anyone who knocks on that door is answered…
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Trouble Shooting ShoreTel ECC Scripts

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ShoreTel ECC Future? The ShoreTel ECC or enterprise contact center is a remarkable product in many ways.   Though we are depressed to see that it has apparently taken a back seat to ShoreTel Connect as it relates to product enhancements, it…
Customer text messaging across devices

ShoreTel ECC "Sticky Email" ?

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Call Center or Contact Center? Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely they are on a smart…
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ShoreTel ECC MySQL rants, raves and solutions for email, chat and text (SMS) messaging!

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If you have worked with ECC custom integrations for any length of time, you have build a library of solutions to work with.  Most recently you have discovered that a 32 bit application like ECC, running on a 64 bit Windows 2008 or 2012 server…
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Sending Text Messages to your Shoretel ECC or CISCO UCCX Contact Center?

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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…
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WebRTC, ShoreTel ECC and CISCO UCCX?

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What is WebRTC?   Think of it as a teleconferencing system built right into your browser!   For some time now, call centers have been slowly integrating web chat functionality into the call center tool set.   Visitors to the company website…
Cisco UCCX script editor and script index

In search of the Killer Contact Center Script (UCCX or ECC)!

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The "Killer UCCX Contact Center Script" After your first 100 or so Contact Center Scripts, you begin to wonder if it would be possible to generate a “killer script”!   No matter how many hours you sit with clients and do your very best…
Cisco UCCX and ShoreTel ECC script comparison

CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!

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If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…
Multilingual contact center scripting editor

Compare ShoreTel ECC and CISCO UCCX - Handling Language Options

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Anyone who has been deploying telephone systems for any length of time has run into the "language" issue.   Though I am personally tired of having to "Press one" for English, the fact remains that we market on a global basis even if we are…

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