Author : Navin Mishra

ShoreTel Contact Center Agent Dashboard: Restricting access to a report

By: Navin Mishra, Technical Architect, ShoreTel Professional Services

By default, all reports published on the CCAD website can be seen by all users. But if required, a report can be configured so only users in specified windows user group(s) can access it.

ShoreTel Contact Center Agent Dashboard: Introduction

By: Navin Mishra, Technical Architect, ShoreTel Professional Services

The ShoreTel Contact Center Agent Dashboard (CCAD) is an add-on application for the ShoreTel Contact Center (CC) that provides the ability to monitor service in real-time. This application displays customer service metrics such as number of calls waiting, average wait times, and other such performance statistics.

SDK Tools of Trade #4: ShoreTel Web Service vs. TAPI COM SDKs

By: Navin Mishra, Technical Architect, ShoreTel Professional Services

When integrating ShoreTel UC with third-party applications, both the ShoreTel TAPI COM and Web Service SDK provide a simpler interface than the ShoreTel TAPI SDK. However, there are some key differences in the exposed ShoreTel UC features. To help developers make an informed decision between the two SDKs, below is a matrix that compares the […]

SDK Tools of Trade #3: ShoreTel Contact Center Agent Activity

By: Navin Mishra, Technical Architect, ShoreTel Professional Services

It is often required to show the list of groups where an agent is currently logged into and active. This information is available from the earlier ShoreTel Contact Center Real Time Agent Activity Event Feed SDK, which gives events for agent login and logout along with the list of groups. But it is not explicitly […]

SDK Tools of Trade #2: ShoreTel Contact Center

By: Navin Mishra, Technical Architect, ShoreTel Professional Services

Do you know how to determine the type of call a ShoreTel Contact Center Agent is handling? Using the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, a third-party application can easily get real-time statistics of agents in a group. It may also be necessary to determine the type of call a ShoreTel […]

ShoreTel SDK Tools of the Trade: Using ShoreTel Web Service SDK for Click-to-Call

By: Navin Mishra, Technical Architect, ShoreTel Professional Services

The ShoreTel SDKs are very rich and come with extensive documentation and supporting samples. ShoreTel Innovation Network members can also use our developer news group for self-help. That said, ShoreTel Professional services and our developer community have collectively learned some very interesting and useful things that allow us to be better ShoreTel UC and Contact […]

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