Our Professional Services group is often asked about creating custom reports from their ShoreTel system, so I thought I’d explain a bit about them. First some background on the data store itself: ShoreTel uses the MySQL database management system to store both configuration data (since ShoreTel version 8) and dynamic call data (since ShoreTel version […]
A recent customer request resulted in our Professional Services group developing a Contact Center (CC) Group Alert Service. This case is a good illustration of building a new application leveraging an existing ShoreTel Contact Center feature. The customer wanted their Contact Center agents to know whether calls were in queue or not. They wanted them […]
Check out ShoreTel’s new integration with Sage ACT! Video. Sage ACT! is a pioneer in the CRM industry and has millions of registered users. ShoreTel’s ACT! Up integration provides incoming screen pops showing various (configurable) data points from the caller’s ACT! contact record. A “click-to-dial” control also allows dialing out of the ACT! client application.