Author : James Benton

ShoreTel Professional Services Custom Reports

By: James Benton,

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 […]

Contact Center (CC) Group Alert Service

By: James Benton,

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 […]

ShoreTel Integration with Sage ACT!

By: James Benton,

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.

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