A typical trouble ticket might sound like "when another extension calls me, I can hear them, but they can not hear me"! Actually, one of my personal faviroites. Over the years I have come to learn that this is usually the result of one of two issues: someone has the wrong default gateway; or port […]
Most ShoreTel System Administrators learn early on that the “Quick Look” link in the ShoreWare Director is your best friend! After all, telephony trouble indications are easy to spot: Green is good, Red is Bad and yellow means “something needs attention”. At the first report of a trouble indication, a System Administrator will bring up […]
In both ShoreTel Release 8 and 9 there is a very interesting behavior that will ultimately bring a client call to your support center. The behavior is most obvious in a multi-site deployment in which there is only one HQ server providing voice mail services. A call to a user at a remote […]
This is one of those trouble tickets that keeps an engineer awake at night. A V switch was installed at a remote site to provide Automated Attendant and Voice Mail services for that site. The V switch was one of three switches at that site and each switch had analog CO lines connected. […]
Call Screening is a popular telephone feature though some people consider it both annoying and insulting. In ShoreTel 9 you have this option using “find me follow me” to ask the caller something equivalent to “who may I say is calling”? The caller then speaks their name or wisecrack, they are asked to […]
Lately the subject of ShoreTel Route Points and IRN’s has been getting a lot of “mind share” from those working with them. Two questions: How many Route Points can a ShoreTel server support? How many IRN’s can an ECC support? How many DNIS numbers can a ShoreTel support. Seems like a simple set […]
So you can't get any help from the IT department getting a private printer connected to your office PC. So what do you do? You run down to your local favorite "we sell cheap computer stuff" store and buy a "hub" or "usb multiplier" or something that looks like a small "Ethernet Switch". You take […]
A VoIP deployment is an act of intimacy. One of the great challenges for the deployment team is defining the demarcation point between the phone system, the network and the various applications that integrate withe the phone system. Clearly, the foundation of a successful deployment is a strong network foundation. The ability of […]
ShoreTel has now release the Enterprise Contact Center 5.1 for Beta users. We are just now playin with it, but it has quite a few hot new features and even a new "look and feel" as it relates to icons. For those of you who have installed the ECC, one of the more time […]
The ShoreTel Enterprise Contact Center has two sources of generating both historical and real time data. With the release of 5.X, ShoreTel created the C2G (“cradle to grave”) or Interaction Reporting functionality. This MySQL database is clearly visible in the default location of D:\ShoreTel\Contact Center Server\DbProvider\Data\c2g though you may have installed it somewhere else. For […]
Getting old is a pain in the neck! Literally and figuratively! I am trying to figure out the benefits of getting older and I am not coming up with a very long list. You built a library of experience, I guess that must count for something. There is new generation of telecom […]
Every 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 old Bell Curve distribution pattern! Call centers on the other hand, have very different call characteristics […]