Yeah, I am sure you were just dying to know how to call your iPhone and have your ShoreTel phone ring? Better yet, pick up your ShoreTel handset and make a call out your iPhone? Actually, it is a useful integration and one that I recently had the opportunity to implement. Many carriers have plans […]
Running the ECC on a virtual server is “not a supported configuration”, but will it work? Often we encounter installed base solutions that are pushing the support envelop with market driven customer requirements. Windows 7 may not be a supported desktop OS for a ShoreTel Communicator, but try telling an end user client that is […]
It was the night before Christmas and all through the house not a create was stirring, except the technical support team! It does not matter what holiday it is, the result is always the same. At 4:45PM the day before the Holiday our Call Center breaks new records for inbound calls from the client base. […]
Virtualization is an emerging area that is making a significant change in enterprise infrastructure planning, implementation and operation. The pressure comes from several areas. First, the operating costs of even a small business can be dramatically impacted with Virtualization. Secondly, even a small enterprise is planning for “disaster recovery” and “business continuity” in the […]
Historically I have recommended that the ShoreTel server not be a computer in your domain. To many times, an Active Directory administrator will create a new Group Policy and forget about the ShoreTel user account. The end result is a down ShoreTel server and a call to TAC support! I still feel strongly about […]
Quality of Service or QOS remains an interesting and challenging configuration for most engineers deploying VoIP solutions. Generally you are concerned about QOS on both your Local Area network (LAN) and your Wide Area Network (WAN). Though the principles and configuration for COS and DSCP markings are easily discoverable by anyone who takes the time […]
So there I am, on the my desk phone, talking to some very important client and I now have 45 minutes to make an appoint that is 1 hour away by car! The client is important and we have been trying to link up for days! I also have to be at this next appointment […]
If you have ever installed a ShoreTel solution in an environment with other than Windows desktops, you know you lose some of the Sizzle! The Personal Call Manager could not be installed on Mac computers for example! Well known to those who know it well, however, was the fact that there was a functional web […]
Is a phone, an Extension Number (e.g. DN) and a User the same entity? Does the User define the Extension number? Does the User define the Phone? What is the difference and why would you care? You care when you have to separate the concept of a “function” from the concept of a “Person”. Is […]
Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent. It is important to note that the system will only use this criteria if there is more than one Agent to choose from. If there […]
One of the great attributes of a Personal Call Manager, is the multiple call appearance functionality. When you have an active phone call you can actually see a new call ring in, on your screen. I like to think of this as “priority call management”. Given that I know the value of the call I […]
Mobility and Office Extensibility continue to be "must have" feature sets for success in todays hyper competitve market place. Nobody seems to care if it is after business hours in your time zone. When a client wants you, they want you now and if you can't be found, they will find someone else! ShoreTel […]