Category : Professional Services

Consultant Webinar this Week: Unifying UC with ShoreTel CRM Integration

By: Nancy Gates, Consultant Liaison Program Director

Each month our Consultant Liaison Program members receive a technology update and in-depth webinar on a timely ShoreTel topic. This month our featured subject is “Unifying UC with ShoreTel’s New CRM Integration” presented by product expert Ali Rizvi. Webinars are scheduled this week on Wed., June 11th for members of the Canadian Technology Consultants Association, and […]

Contact Center Interaction Reports

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

Here is another interesting case of our Professional Services group building new applications leveraging an existing ShoreTel Contact Center feature. Contact Center can be configured to enable a database event stream known as the Contact Center Interaction Reports (CCIR). The CCIR database contains many inter-related tables representing all kinds of call and agent events. The […]

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 […]

Persistent Call Recording with ShoreTel Call Recorder 3.0.0

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

ShoreTel Advanced Applications is pleased to announce that ShoreTel Call Recorder version 3.0.0 now records phone calls “from cradle to grave” through call transfers and on all ShoreTel extension types. This new capability creates complete voice archives for ShoreTel Contact Center, WorkGroup and Hunt group customers and for organizations with cross-departmental business operations. Furthermore, agents […]

Automatically Synchronize the ShoreTel System Directory with Microsoft AD Information

By: Stella Chen, Technical Specialist-Applications & Business Process Integration

ShoreTel Professional Services is pleased to announce the ShoreTel Active Directory (AD) Import Application, which automatically synchronizes the ShoreTel System Directory with Microsoft AD information and supports mixed PBX environments as well as migration of users from legacy systems. This application imports ShoreTel system directory records so that a complete corporate directory is presented within […]

New Real-time Performance Reports Available with ShoreTel Contact Center Agent Dashboard

By: Stella Chen, Technical Specialist-Applications & Business Process Integration

ShoreTel Professional Services is pleased to announce Contact Center Agent Dashboard Application Version 3.3, which features new reports and other improvements that empower agents to more effectively serve customers. The new Daily Group Report shows real-time cumulative group metrics including Calls Answered, Agents Active, Calls in Queue and Answer Rate. The new Department Performance Report […]

ShoreTel Call Recorder Player Version 2.1.6 Supports All Browsers on Windows and Mac

By: Stella Chen, Technical Specialist-Applications & Business Process Integration

Building on the success of our Call Recorder Version 2.1.5 and its bonus capability of call recording playback in Salesforce.com, ShoreTel Professional Services is pleased to announce that the enhanced ShoreTel Call Recorder Player Version 2.1.6 now supports Internet Explorer, FireFox, Chrome and Safari browsers on Windows and Mac platforms via the embedded QuickTime player. […]

ShoreTel Salesforce.com Integration for Mac

By: Stella Chen, Technical Specialist-Applications & Business Process Integration

ShoreTel Professional Services is pleased to announce the new ShoreTel Salesforce.com Integration for Mac Application. This brings sales force automation (SFA), including call-triggered screen pops and click-to-dial features to the Apple Mac platform. It also includes the new ShoreTel Call Reporting Service, which integrates ShoreTel Call Detail Records (CDR) into the Salesforce.com database. The integration […]

Playback Call Recordings via Links Embedded Directly Within Salesforce.com Records

By: ShoreTel, Brilliantly Simple Google+ icon for profile link

ShoreTel Professional Services is pleased to announce a new capability for playing back recorded calls via links embedded directly within Salesforce records. As a result of powerful integration between the ShoreTel Call Recorder and the new ShoreTel Salesforce.com Call Center Adapter (Version 4.2.2), this new capability streamlines business operations that involve customer information, call recordings, […]

Healthcheck for Unified Communications and Contact Center

By: Shannon Hogan, Manager, ShoreTel Services Product Management

ShoreTel is happy to announce the release of two new services designed to help customers make the best use of their ShoreTel Unified Communications and their ShoreTel Contact Center solutions. ShoreTel delivers the lowest TCO in the industry and Healthchecks help insure that you are leveraging your ShoreTel system and getting the most value from […]

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