Deep Thoughts from the DoNS

Reliability in the Local Loop.

by

on 02-07-2010 07:15 PM - last edited on 02-07-2010 07:19 PM

In Route Redundancy, the ‘Last Mile’ is as important as the first mile, and every mile in between. Make your network Highly Available. Read more...

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In a fraction of a second, things can change.

by

on 01-29-2010 06:31 PM - last edited on 01-29-2010 06:34 PM

I made a life threatening mistake over the Christmas holidays and learned an important lesson. Read more...

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Do you think that R2D2 (Think Star Wars) was built by the phone company?

by

on 01-22-2010 07:00 PM - last edited on 01-22-2010 07:05 PM

Is it just me or does R2D2 talk in DTMF? I wonder if he used to be an a phone on some ones desk. Read more...

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Bigger, Better, Faster - are we talking about Superman?

by

on 12-19-2009 08:23 PM - last edited on 12-21-2009 03:58 PM

2010 and inContacts Next Generation Platform - Not even kryptonite can stop it. Read more...

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Your Internet services are only as healthy as the Internet itself.

by

on 12-10-2009 06:03 PM - last edited on 12-10-2009 06:05 PM

Would you like to have a way to see 'whats going on out there' in the 'Ether' of the Internet? Read more...

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inContact and Script/Database integrations

by

on 11-20-2009 01:26 PM - last edited on 11-30-2009 04:36 PM

A Database is a terrible thing to waste… Adding a database can produce huge returns for your contact center. Read more...

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Disaster Recovery

by

on 10-30-2009 04:10 PM - last edited on 10-30-2009 04:22 PM

Squeezing a BIG SUBJECT into a tiny space. Read more...

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Managing port counts

by

on 10-05-2009 09:24 AM

Managing ports can be tricky - some tips and recommendations. Read more...

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Sending Files with inContact

by

on 09-21-2009 06:02 PM

Email, SENDFILE, FTP, SFTP - what does it all mean? Read more...

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G711! G729! Hike! Hike! Hike!

by

on 09-13-2009 07:50 PM - last edited on 09-21-2009 05:52 PM

To compress your VOIP calls or not – that is the question. Read more...

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InContact Best Practices and Minimum Requirements

by

on 09-06-2009 09:09 AM

When you are designing a contact center, 'Good Enough', is not good enough! Read more...

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Lets talk about your hangups.

by

on 08-24-2009 08:41 AM

Using SS7/ISDN Release Cause code data to interpret calls. Read more...

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Are you prepared to walk in the forest?

by

on 08-13-2009 10:56 AM

The lessons the outdoors teaches me about being successful in life and business. Read more...

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Keeping up with Call Center Information and Technology

by

on 07-19-2009 05:31 PM

Keeping up on call center technology - is like drinking from a fire hose. Read more...

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Using switches to turn on the power of myAgent

by

on 07-12-2009 09:43 PM

You can speed logins, enable logging and other powerful functions using myAgent application switches. Read more...

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Lets Get Small...

by

on 06-28-2009 05:03 PM

Reflecting on the trend towards smaller and faster communications. Read more...

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Network monitoring made easy.

by

on 04-26-2009 10:33 AM

Is it easy for you to gauge the health of your network? Would you like some help? Read more...

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Do you know if your Agent is AT HOME?

by

on 04-10-2009 09:19 AM

Ways to identify AT HOME agents to improve performance and management. Read more...

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Just How Big is an OC192?

by

on 03-29-2009 10:28 AM

'OC this' and 'OC that', how to put a term like OC192 in context. Read more...

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What's an erlang and how can it help you?

by

on 03-15-2009 09:31 AM - last edited on 03-16-2009 08:44 AM by

You need to handle 5000 calls in one hour, each will last 6 minutes - how many agents will you need? Read more...

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VPN Applications and inContact

by

on 02-15-2009 10:15 AM - last edited on 02-17-2009 08:28 AM by

Using a VPN with inContact services, When and Why? Read more...

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About the Author

HenryStAndre
I am the Director of Network Systems, and have been working in the telecommunications industry for 24 years. I have been the lead engineer, Network Operations Manager or Director of Network Operations for most of that time. I am now working with a new team within inContact called SHIELD whose primary role is to improve the customer experience. The specific objective is to improve the overall uptime and usability of the inContact suite of products. I will be writing about inContact, with information and suggestions that I believe will find practical application to how you use the inContact products. I look forward to hearing from you all.