ShoreTel 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, could always obtain the upgrade, but it would be subjected to the terms of a […]
You 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 with a DSCP value, only media traffic between end points. If you […]
Fax 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 on the planet, it would appear that Fax machines are going to be […]
Microsoft 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 Messaging component of MOCS. With the Release of ShoreTel 8+, the Professional Call Manager provides both desktop to desktop video […]
One 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 old, in place or “legacy” PBX phone system. You might be installing the ShoreTel at […]
The 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 click” on an active call to immediately list all of your options. (You will find […]
Remember, 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 that all incoming calls should be answered during normal business hours by a live operator. Others believe that […]
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 these two systems is to look a the raw cost of equipment, […]
In 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 installation that was serving more than one company. In Version 9 of ShoreTel, you now […]
ShoreTel 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 to locate me” You could have two locations and the ShoreTel would call the […]
As 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. The toolbar can be standardized for each agent or a supervisor can allow […]
The ShoreTel Contact Center or Enterprise Contact Center product development effort has and continues to be a “process” not an “event”. That is what characterizes software development efforts in general. You have to know where to draw the line and make a supportable release. New features are always being added to any evolving product, but […]