ShoreTel Abandoned Call Handling
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersEvery call center has peaks and valleys. Normall businesses operate with very predictable calling patterns. Traffic over the normal business day, starts out slow and peaks between 10AM and 2 PM in the afternoon, then trickles down. The…
New Release Process defines ShoreTel Upgrade paths
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersShoreTel will often have a controlled release of software. For example, Version 9.0 might be shipping to new clients but will not be availalbe to existing installations until it is declared GA. Existing clients with a compelling need,…
Does the ShoreTel Server Stream Media at G711?
Legacy Services, ShoreTel & Mitel, Technical ManagersYou have dutifully enable Differential Service Control Points on you WAN network, to enable EF for voice traffic! This is the minimum daily adult requirement for QOS on a WAN connection. Prior to Version 9+ ShoreTel did not mark all traffic…
Modify ShoreTel Database to Kill "dial 9" requirement?
Legacy Services, ShoreTel & Mitel, Technical ManagersFax Machines on ShoreTel? It is not uncommon for system administrators to create a user named FAX SEVER, then define it as EXTENSION ONLY. Though I personally have been trying to eliminate all the forest eating fax machines and printers…
Microsoft OCS + ShoreTel = IM
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersMicrosoft Office Communications is a powerful collaboration tool. The MOCS provides web conferencing, IM, audio conferencing, desktop sharing and also provided SIP. For purposes of this brief discussion, we will stay focused on the Internet…
ShoreTel Legacy Integraiton: ShoreTel as Voice Mail!
Legacy Services, ShoreTel & Mitel, Technical ManagersOne of the more interesting aspects of PBX system installation in general and ShoreTel in particular, is the subject of Legacy PBX integration. There are a variety of reasons that a new ShoreTel installation might need to integrate with the…
ToolBar Options for ShoreTel Call Managers
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe Personal or Professional Call Manager has long been a key element in the success of the ShoreTel solution. This desktop call control application enables you to easily manage your phone calls. “Point and Click” to take action, or “right…
Live Operator or Automated Attendant?
Business Managers, Legacy Services, Telephony ArchivesRemember, you never get a second chance to make a first impression! How you handle an incoming telephone call will largely define your company to the calling public, scarefully consider what image you want to project. Some businesses feel strongly…
How does a ShoreTel SBS compare to a CISCO CCME in $?
Business Managers, Legacy Services, Multi-vendor Telephony, Technical Managers I am always being asked to compare ShoreTel and CISCO in one or another area. CISCO has a family of products that range from the UC500 through the CCME and on to the full blown Unified Communications Call Manager. One way to compare…
Leave a Message by spell by name?
Legacy Services, ShoreTel & Mitel, Technical ManagersIn an early April Blog entitled Add ShoreTel Extension Lists to your Automated Attendant we talked about limiting a callers ability to dial internal extensions. This is the same feature you might use to provide “tenant services” to a ShoreTel…
"The person you have called has requested your name".
Business Managers, Legacy Services, ShoreTel & MitelShoreTel Call Screening is now available in Version 9! Earlier versions of ShoreTel had a “find me follow me” feature that worked well. Someone could hit your voice mail greeting and be told to “Press One and the system will attempt…
ShoreTel Enteprise Contact Center Tool Bar Setup Options
Legacy Services, ShoreTel & Mitel, Technical ManagersAs noted in a previous post, there are reasons that you might want to consider using the standard Agent tool bar. The Standard Agent tool bar enables the manipulation of an call center contacts (voice, email and chat) with an unobtrusive GUI.…