Hackers at the Front Door? Most every home and business office now has a firewall that separates your internal computer network from the wild west of the world wide internet. The good news is that firewalls have become increasingly more sophisticated and properly configured can do an excellent job in securing your internal computer network […]
ShoreTel currently has three virtual appliances that can be used in place of the Orange ShoreGear voice gateways and conference servers. These three virtual appliances are shipped within the ShoreTel core Server Software and consist of OVA files and ISO images. The tree appliances consist of the phone switch; the trunk switch and the Service […]
My First Hack? When I was a little kid, back when there was black and white TV sets and 33 RPM records, I was always amazed at the work of the telephone company repair man! At that time there was only one Phone Company. When they sent a repair man out your house he arrived […]
Most Scripting engineers working with Contact Center deployments built on CISCO UCCX, ShoreTel ECC, or Avaya have amassed a collection of script subroutines. These subroutines are used over an over, from script to script to avoid having to recreate them for each new deployment. Most every script needs to check a holiday schedule, check for […]
With the release of ShoreTel Version 4.2 the company introduced the concept of virtual appliances. These software objects, had the potential of replacing the Orange ShorGear hardward boxes that typically characterize a ShoreTel deployment. The wisdom of trading the power of dedicated hardware based digital signal processing chips for the variable power of a shared […]
As a standard deployment practice, we at DrVoIP implement SIP trunks as a “fail over” on every system we install. As reliable as your PRI circuit has been, they do fail from time to time! In fact, we recently lost 27 PRI’s at a major San Diego Hospital when a carrier ( who's name […]
A network assessment and a trouble shooting effort are differentiated only by a matter of time an the level of urgency. Effective network administration means that you are always troubleshooting and always proactively looking for anomalies that can negatively impact the quality of service on your network, trash your voice and video communicates; and […]
Most VoIP Engineers are not necessarily Software Engineers, so bringing up a Contact Center and scripting it are usually done by two different types of engineers. Scripting engineers tend to have backgrounds in software development with formal education in programming structure and practices. A solid experience in Java, PHP, Perl, SQL and other languages […]
The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react. Most contact centers are still using 1990 thinking in a 2020 world! The adoption rate of Smartphones, customer satisfaction scores through social media, wide availability of video options, and the […]
We recently had an opportunity to create an emergency notification text messaging system for a financial service application built on ShoreTel iPBX and ECC technology. The requirement was to push out text based alerts to individual or groups of ShoreTel phones based on external events. These were typically stock tick updates and very time sensitive! […]
One of the challenges in any ShoreTel deployment is the desktop Call Manager client installation. You can breeze through the complexity of a ShoreTel multi-server, multi-site deployment only to be foiled when the desktop clients need to be installed or updated. Nobody wants the thankless task! As most users do not have Local […]
There is a two step process for logging into the systems if you are a mobile worker. The first step is to log into a Telephone and make the phone your Extension number. The Second Step is to log into the CISCO Agent Desktop (i.e. CAD) and make yourself ³Ready² to receive calls from the […]