Looking for a UCCX Wall Board? – VSR2 has the vision!

If you have ever considered adding a Wallboard to your CISCO UCCX based Contact Center deployment, you know that the selections are slim.  There is a wealth of unsupported “freeware”  solutions on the net, generally the failed  result of someone trying to “roll there own” wallboard.   Clearly,  you always have that option if you have the time, talent and ongoing commitment to support Cisco’s follow on versions and upgrades.  To assure ongoing compatibility with CISCO, you need a dedicated development team!  Finding a vendor supported wallboard that does not cost as much as the UCCX itself, however, has been very difficult until now.   We recently had the opportunity to work with VSR2, a UK based  CISCO partner who has been building software based solutions since 2007.   The VSR2 UCCX Wallboard product offering is both an astonishing accomplishment and a must have product for any serious call center deployment.   Not only is the product exceptional, but the entire team behind the product is a real joy to work with!

The VSR2 installation is very simple, but it is generally done by a factory engineer over a remote desktop or TeamvViewer type remote connection.  The VSR2 solution runs on a Windows Server under IIS and interconnects with the UCCX over an Informix database connector.   Simply provide the usual UCCX database credentials and if there is network connectivity between your Windows Server and your UCCX server the install will be completed in less than 30 minutes, most of which is spent waiting for Microsoft!   We worked with an excellent engineer, Victor Spirin, who was very helpful in answering questions and also provided an initial over view of the systems capabilities.

We successfully tested the VSR2 on both UCCX Version 8.5 and Version 9 with no problems, or show stoppers to report.  The Wallboard is easy to customize and there is a great deal of flexibility in every aspect of the configuration.  Your can select your columns, content, color and triggers.  You can create multiple CSQ  wallboards, or Agent based wallboards.  In fact you can create a library of  wallboards and you can send supervisors links to previously created wallboards.   VSR2 has also developed other tools that are effective for Call Centers including a call recording capability, but it is the VSR2 wallboard that brings this company to the forefront!   They offer a 30 free trial and if installed, it would be hard for us to predict that it would ever be removed!   Take a look!

 

Don’t look now but you have been hacked!

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 devices.  Modern firewalls now include intrusion detection and prevention, email spam filtering, website blocking and most are able to generate reports on who did what and when. They not only block evil doers from outside your network, but they police the users on the inside from accessing inappropriate resources on the outside internet. Employees can be blocked from visiting sites that can rob your business of valuable productivity time or violate some security compliance requirement.  Prime business hours is really not the time to update your Facebook page! Nor do we want our medical and financial service folks using an instant messaging service to chat with and outsider!

The Firewall is the electronic equivalent of the “front door” to your computer network and there is an endless parade of potential evil doers spray painting your doors and windows, relentlessly looking for a way in. A properly configured, managed, and regularly updated Firewall can be very effective in protecting your computer network, both in the office and at home. Behind the firewall, must desktop computers and office servers have local software based firewalls installed that also provide virus protection.  Hopefully if something does get past the firewall, the internal virus and desktop firewall solutions will provide an additional level of security.

What is a Firewall Anyway?

Firewalls are both reasonable and appropriate but here is the bad news. Most of the hacking you now hear and read about is not done by evil doers coming through your firewall! The real damage is done by those inside your network! Malicious users and dishonest employees will always a treat. There is always the treat of the unscrupulous employee swiping credit card data or passing security information for money. The real danger, however, is from users who are just ignorant of today highly sophisticated security vulnerabilities. The most honest employee can unwittingly become the source of a major security breach resulting in the loss of their own personnel data, or the personal and financial data of your customers.

Take your average laptop user as a perfect example. How many times have you gone down to Starbucks and setup shop?  Beautiful day, open air, sun and a high speed internet connection, wireless phone and it is business as usual! If I told you how easy it is to setup a “man in the middle” attack at Starbucks you would give up coffee for the rest of your life. You think you are on the Starbucks WiFi, but actually that kid in the back of the Starbucks with the Wireless Access Point attached to his USB connector, has spoofed you into thinking he is your door to the Internet. He has been monitoring every key stroke on you laptop since you logged in. In fact he now has your log in, password and most everything else on your computer.  Now when you head back to the office and plug in,  you just unleashed a bot on the company network and he will be back later tonight!

If laptops were not enough, everybody is now walking around with a Smartphone!  Did you know that your Smartphone keeps a list of all the WiFi networks you have used recently? Remember when you were down at Starbucks checking your email while waiting for that cup of coffee? Now everywhere you go your phone is sending out a beacon request that sounds like “Starbucks WiFi are you there?” hoping it will get a response and auto connect you to the internet. Remember that kid we were just talking about?  He decided to answer your beacon request with a “yeah here I am, hop on!” Just another “MITM” attack and what he can do to your Smartphone, especially those Androids makes your laptop look like Fort Knocks!

Sometimes for fun and entertainment, while sitting at a gate in an airport waiting room, I will net scan the WiFi to identify how many phones, computers and ipads are online and connected. Not saying that I would do this, but I think you could execute a Netbios attack in less the five minutes?  It is amazing how many people leave their printer an network sharing options on when they travel.  Even more people leave their “Network Neighborhood” settings  in the default configuration!  The drill is always the same:  map the network to see what hosts are connected; port scan for know vulnerabilities; out the exploit tool kit and the rest is actually getting relatively boring for the ethical hacker.  Now credit card thieves on the other hand…….

Chances are your Internet browser is worst enemy when it comes to securing your privacy.  Every website you visit, every email you send and every link you follow is being tracked by hundreds of companies. Don’t believe me?  If you are using Firefox, install an add in extension named DoNotTrackme and study what happens.  Assuming you are an average internet surfer, in less that 72 hours you will have a list of over 100 companies that have been tracking your every move on the internet!  These companies don’t work for the NSA,  but they do sell your “digital profile” to those willing to pay for the information.  Where has your GPS been? What sites did you visit, what movies did you watch, what products did you buy, what search terms did you select – all of this dutifully reported back by you and your unsuspecting employees.  Ever wonder if your competitors want to know what your viewing on line?

Voice Over IP phone systems offer an entirely new range of vulnerabilities waiting to be exploited by the unscrupulous evil doer!  We recently illustrated to a client Law Firm (as a paid intrusion detection and penetration testing consultant and with the clients permission) just how easy it is to covertly switch on a conference room based speakerphone and broadcast the entire conference to a remote observer over the internet! In fact, capturing voice packets for replay is the first trick script kiddies learn in hacking school!

VoIP, Bluetooth, WiFi, GPS, RFid, file and print sharing and even the “cloud” all add up to a list of vulnerabilities that can be easily exploited. What can you do? You need to educate yourself and develop your own “best practice” for safe computing.  You need to educate your employees and co-workers about the various vulnerabilities we all face every day as we become more “wired” and more Mobile.  Hire a competent Computer Network Security professional to do “penetration testing” on your corporate network and firewall.  It would be better to pay a professional to “hack” you, then pay to  fix it after you have been hacked!  Remember if we can touch your network, we will own your network!

(DrVoIP provides VoIP network readiness assessments and is a certified  Network Security consultancy.   If you contact DrVoIP@DrVoIP.com we recommend that you use Ipredator to do so!)

ShoreTel Virtual Trunk Switch – Configuration and License impact!

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 Appliance, a virtual replacement for the SA-100 and SA-400 conference servers.   Once they are virtualized, they install exactly like the hardware versions of the Orange ShoreGear boxes.   The only noticeable difference, is that the configuration page in the ShoreWareDirector does not seem to offer up the image of the switch as it does with the hardware version.    There are no drop down boxes for configuration of switch feature options in large part because each option is defined by the OVA file.    We note only two ISO images in the FTP root of the HQ server, so we have concluded that  the same ISO is used for the phone switch as is used for the trunk switch, the differences being set by the OVA file.

Each of the virtual devices install in a very similar manner, with little difference as it relates to the bring up under VMware.    Open the proper OVA file and the hardware is appropriately configured.  Launch the machine and you will be required to provide the normal Network configuration data and identify the location of the ShoreTel HQ/FTP server.   After the machine is configured you can log in as root, run Ifconfig to check your network card settings and note the MAC address for configuration in the ShoreWareDirector.    Then bring up the cli interface using “stcli” and you will be greeted with the familiar and easy to navigate ShoreTel Switch menu system.  You will need to add the FTP, NTP and DNS address information.   Having a primary NTP source is of critical importance especially when configuring the Service Appliance used for conferencing applications.

Now that the virtual machine is configured and running you can add it in the ShoreWareDirector.   Again aside from the lack of an orange switch image on the configuration page, it installs like any other ShoreGear device.  From a license perceptive, no harm done until you actually configure a SIP trunk.   In addition to the normal SIP trunk licenses you will need for any of the hardware gateways, the vTrunk switch will require licenses as you add trunks to the virtual appliance.   All in all this is sweet stuff and you should have a ball playing with virtual switches!  The video walks you through the entire setup! – DrVoIP@DrVoIP.com

 

 

Hacking ShoreTel with Wireshark or Trouble Shooting One way Audio.

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 in a drab olive trunk like those used by the Army. The telephone repair man had a belt of tools including a very Kool line mans “butt set” or handset and some really super hand held drills and other stuff.

I remember watching as he installed our new “touch tone” wall phone! Then I watched as he took the “butt set” from his tool belt and like all those spy movies, he clipped it across the copper wires, which I later learned were Tip and Ring, to test the circuit! I did not even have to ask, I could hear it. When he clipped across the wires he could hear the conversations that were being held on that circuit. How freaking Kool is that!

Now with IP or VoIP telephony, the butt set has gone away, but listening in on phone calls is still possible. Forget the NSA, is one of your employees copying and recording your conversations to a USB drive and posting it on Facebook? The fact of the matter it is easier than using that old “butt set” which required a physical presence and an ability to touch the circuit. With VoIP, you can “remote “in from anywhere on the planet, do a remote packet capture and leave little or no trace that you were even there. In fact, using some deep net technology like Tor, or stacking multiple virtual machines in an Amazon cloud, not even the NSA could trace your route!

Network engineers long ago figured out they could not see the packets that run around the local area network, let alone those that go off into the Internet. Tools were needed to capture the packets, slow them down and sequence them through a protocol analysis. One of the early on tools to do this, now named Wireshark, is the minimum daily adult requirement for network trouble shooting and must definitely for VoIP problem analysis. With this software tool, a network engineer can capture all the traffic moving over the wired or wireless network that interconnects your office to the World Wide Web, and save it for future analysis. The TCP/IP protocol, though a mystery to the uninitiated, is like a microscope to a network engineer or serious hacker.

It continues to amaze me that technologically I can position myself as a “man in the middle” and basically watch as you type your user name and password into your favorite website. Bored teenagers or “script kiddy’s” now do this for light entertainment. Again, forget the NSA, your teenager has more ability to track your internet activity and probably more reason to do so. Now apply this concept to your VoIP network, and you have much the same situation. It is very possible to gather up the packets on your local network, or in route to your SIP provider and reassemble them into complete phone calls.

Next to QOS issues, “one way” audio issues are among the most common of VoIP network issues. When trouble shooting these kinds of issues on ShoreTel deployments, we typically telnet into each phone in the conversation and ping our way from the phone, to the default gateway and back to the other end. Invariable we find a configuration error in a default gateway somewhere on the network. QOS issues are best solved with a protocol analysis and verification of call control signals.

This is where Wireshark comes in.

Version 14 of ShoreTel simplifies the use of Wireshark. As a Network Engineer you are aware that if you install Wireshark on the ShoreTel HQ server, you are only going to see unicast packets sent to the Server or multicast broadcasts set to all devices on the network. Wireshark will not see unicast packets sent to the other devices on the network unless you setup remote monitoring or port mirroring. With Version 14 of ShoreTel, you can setup remote monitoring from the HQ server and copy packets for analysis and assembly. Voice or RTP media between ShoreTel phones and ShoreTel Switches is encrypted while on the network. Media traffic between devices in not encrypted and can be captured and played back. MGCP, unlike SIP, treats RTP as UDP and you will need to modify Wireshark preferences to capture it as playable voice.

The accompanying video walks you through the process of capturing VoIP traffic, looking at both MGCP and SIP call control and how to assemble voice and media streams for playback.

Can you create a “killer” Contact Center Script?

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 Service Level parameters and update language options.  Why not have your new script call on one of your existing library scripts, a technique used by software engineers since the first line of assembly code was written.

We have always been preoccupied with the concept of a “killer script”.  A single, reusable script that can reconfigure itself to meet the specific requirements of the call flow required to satisfy a particular contact center application.   This concept continues to preoccupy our thinking. Saving deployment resources also reduces deployment costs, implementation, test and turn up time.  It also eases long term maintenance and documentation efforts.

DrVoIP has emerged a “root” script that we use as the base line of any new deployment.   It contains a number of subflows, prerecorded generic prompts and call handling options that enable us to move a new call center to operational status quickly and with confidence that our code meets requirements, both known and likely to emerge as management experience is gained operating the new setup.

Using a “QueueOptions” XML file we are able to read in options that reconfigure the script each time it is launched.   Using DNIS as the variable that indexes the XML filewe can choose custom prompts, determine if a Menu, or IVR needs to be launched or if the caller needs to be routed directly to the agent pool.  We can also retrieve the name of the Agent Pool or CSQ, determine what options should be offered callers in queue and provide customize queue messages and even push out custom screen messages to the agent desktop.

The core script is the same for applications, the elements of which, are customized based on the called number.  We use a value that determines DIRECT, MENU, IVR, or UTILITY which will call on the necessary subflow to provide the custom call flow.   One CSQ might hear a different Menu of self navigation options then another caller might hear based on the number they dialed.

We have even emerged a range of custom numbers that minimize the potential for digit conflict.  We set the triggers in our applications, or the numbers that launch the script, to 3009998000-8999 for example.  This ten digit number looks like a typical +1 area code and number, but it can not be dialed.   As such it is an ideal way to standardize on a script that can be reused without having to worry about changing triggers.

The script can call subflows for options that might not be needed for each caller, but can be initiated if required.  For example, holiday checks, call back options, special emergency call center closings.   Audio Prompts are numbered to allow prompts to be specified but drawn from sub directories that are identified by the values stored in the XML file, indexed by the number called.  Using numbers instead of names also allows us to create a script that can allow a supervisor to re-record a specific prompt at will.

The UCCX version of this script, the generic audio prompt library and the QueueOptions.XML file is available in the subscription video library on the DrVoIP site next to nothing.  We have tested and debugged version 1 of this script using Version 8.5 Enhanced license, so I can be easily upgraded.   We will update the script with options for schedules, menus, prompt re-recording and interface it to some of our previously released modules.

Save the software!  We are now working on a similar concept for ShoreTel ECC.  The video walks you through the design concept and illustrates key elements of the core script.  Keep the cards and letters coming! – DrVoIP

Run ShoreTel on Vmware Player or Oracle VirtualBox!

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 computing resource aside, there are any number of advantages to using “virtual machines”. Currently ShoreTel supports Vmware ESXi and Hyper-V, so we thought we would push the envelop and try alternatives, for example Oricales Virtualbox and Vmware’s Fusion and Vmware player and see what results we could achieve. Just for kicks we thought we would see if we could inport and OVA file into Amazon Web Services and run a ShoreTel switch instance in the cloud!

The ShoreTel OVA and ISO files are distributed with Version 14.2 and you can link to them in several ways. They are in the intetput, ftproot folder on the ShoreTel HQ server. You will find two folders TSU and TSV, each with an OVA file and an ISO image. The TSU folder contains the objects necessary to create the Conference Appliance and the TSV folder contains the Phone and Trunk Switch objects. Think of the OVA file as a configuration profile that draws the outline of your virtual machine and defines the basic hardware configuration. The ISO image, contains the operating system. In the case of the ShoreTel ISO, it is in fact a Windriver Linux distribution, which has its roots (excuse the Linux pun) in the https://www.yoctoproject.org.

Clearly, ShoreTel is cutting the cost of goods, by reducing the need to produce Voice Gateways. It does not look to us however, that they are passing any of that reduction off to end users however. The cost of implementing a virtual ShoreTel Gateway is not much different than the cost of actually buying the hardware solution. The motivation for using the Virtual machines must be based on something other than acquisition cost. For we engineers however, it is fun to play with. You can spin up a machine in short order and use if for 45 days before you have to pay for the licenses. In the case of the conference appliance, there does not appear to be any cost other than the hardware used to run your Virtual Machine.

There appears to be three options for virtualization: the conference server; a phone switch and a trunk switch. The conference server lets you create an environment for web based conferencing and desktop sharing. The phone switch is a direct replacement for the ShoreGear family of users switches. Likewise the Trunk Switch, enables you to create SIP Trunks. If you have no hardware to connect, there is no reason that you can not put your users on a virtual switch. In fact if you have no copper connected to your VoIP deployment in the form of analog phones, telephone company analog lines or digital lines, your entire ShoreTel soltuion can be a figment of your imagination, living only in a virtual world, HQ server included!

Ingate apparently has made a Session Border Controller that is virtualized and may be integrated with the ShoreTel Trunk Switch, but we have yet been able to get a test device in our lab. Having a Virtual Switch configured and available as a “fail-over” solution or secondary switch in a ShoreTel deployment makes a lot of sense to us. You can configure the switch, put it live in your deployment and you only pay for it if you actually fail users over to it and you have 45 days to think about it! We have been able to successfully deploy ShoreTel in an Amazon Cloud, completely in software, using SIP trunks and remote phone registrations over VPN. There are lots of powerful options for deploying a virtualized ShoreTel, limited only by your imagination!

We attempted to deploy ShoreTel on an Oracle VirtualBox but keep running into an issue with the network adapter settings. The ESXi version of Vmware allows you to create a soft ethernet switch and route it to the rest of yoru network. The VirtualBox achieves the same flexibility allows you to NAT, Bridge or establish a host only NIC card. As the Virtualized ShoreTel switch needs to communicate with the rest of your deployment, you need configure the NIC card to Bridge or NAT. Both Fusion on a MAC and VMware Player on PC’s resulted in working ShoreTel switches without to much drama. We were able to bring up VMware Player on the ShoreTel HQ server and build out a Conference Server replacement for the SA-100 Hardware solution with little issue.

Candidly, these are not supported ShoreTel configurations, but we are just engineers playing with all the kool stuff! Remember that if you clone your virtual machines you will need to change the NetBios names and IP addresses before they can be useable in the same deployment. The embedded video is an overview of how to configure both the Free Oracle Virtual Box and the Vmware Fusion for Mac and Vmware Player for Windows to run ShoreTel. Keep the cards and letters coming and remember to support the GNU project!

 

 

 

SIP as a Disaster Recovery Strategy? EtherSpeak answers the call!

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 will remain anonymous) experienced a fiber cut taking out most of their clients in the region!  Stuff happens!   Having an alternative circuit in place is not only a wise step to take, but by using SIP,  can be very economical.     We find that most carriers offer a “circuit down” capability that  can automatically reroute incoming calls to another number if they detect a “D” channel failure, a sure sign that your PRI is out of service.   If you have not yet done so,  you should get with your carrier and set this up as many carriers require that this feature be programmed into their central office switches and is not something that can be easily done on demand.   This should be configured in advance of a real system failure, and always on line, ready for use!

EtherSpeak Inc,  always the innovator and at this point a “senior citizen”  in the SIP service community,  is now offering an intriguing disaster recovery product free of initial charge!    Throughout June, you can add a three channel SIP trunk, 100 minutes of talk time and a Virtual DID number for absolutely no cost!   EtherSpeak was among the first providers to interconnect with ShoreTel systems, for example, without the need for a Boarder Controller.   They simply built a private IP-sec site to site  tunnel, from your system to their soft-switch.  This is a huge savings in both money and aggravation!    This is an extraordinary value and eliminates any excuse for not implementing a disaster recovery plan to assure telephone calling services in the event your PRI goes down!   Simply work with your carrier to have your main telephone number call forwarded to the virtual DID number provided by EtherSpeak and callers will never know your PRI failed!   Calls will ring in over the SIP trunk and be handled by the ShoreTel like any normal phone call.   Clearly, you only have three circuits, but EtherSpeak will be happy to increase the number of circuits.  In fact, you might find that SIP is really all you need and you might just migrate over to EtherSpeak as your main provider!

The adoption rate of SIP technology,  by both large and small enterprises, is staggering!  Once the domain of only the true geek,  today SIP is a very reliable, cost effective and  viable alternative to traditional copper circuits.    The EtherSpeak disaster recovery package is not only a prudent business continuity move,  but it will allow you to get comfortable with SIP.   Remember a PRI commits you to 23 paths regardless of how many you actually need.  If you need 30 talk paths, the only way to get that capacity with PRI is to contract for a second 23 talk path circuit!  SIP enables you to purchase exactly what you need and you may even be able to “burst” upwards if special circumstances require more talk paths!   Truth be told, your carrier is most likely delivering your PRI over a SIP trunk anyway!  As the cost of maintaining copper lines has continued to escalate, carriers have been slowly migrating over to soft switches that bring SIP trunks to the customer premise.  Using an Integrated Access Device or IAD,  the SIP trunk is then  converted back to a PRI for hand off to your PBX.    If you have a ShoreTel T1/PRI switch you can re-purpose that switch by converting it for use as a DSP resource to support your SIP trunks, so your original equipment investment is protected.

We are not sure what you have to lose?   Free installation, no additional equipment, free virtual number and 100 free minutes of talk time?    Let the boss know you are thinking and taking actions in the best interest of protecting the business and get with the good folks at EtherSpeak by clicking here and taking advantage of this free offer!

Top 5 Trends Transforming your Contact Center!

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 mobility of customer demographics are terrorizing your call center and what are you doing about it?  Still routing phone calls based on Area Code?   Queueing Callers on more incoming telephone lines, while employing less customer service representatives?  Unless you are Google or the IRS, neither of which cares about customer service, you are about to become extinct!  Here are the top five Contact Center Killers of traditional business models!

(1) Scheduled Call Back  – The traditional strategy for customer retention has been to increase the size of the “catchers mitt” by adding more incoming telephone lines.    Nobody ever says lets increase the number of agents answering incoming calls, but they are always quick to add more incoming telephone lines!   All this does is increase customer frustration, pressure agents to short change the current customer interaction and drive abandoned calls through the statistical roof!   Do not even consider this option until you have explored all the other options listed below!

(2) Mobile Phones –  Without exception, unless your client demographic is that of the Jitterbug generation, your clients are mobile phone users!  This means they have advanced smartphone functionality, SMS or Text capability and they are web savvy!   Tap the functionality of these devices to increase customer satisfaction while reducing over all costs.   Text messages can be used to initiate the Call Back function in  your contact center!   Smart Aps can be created to help clients “self navigate” through your call tree, with the the push of a single button!   Get Smart Phone integration into your contact center yesterday!

(3) Video Support – High “touch” now means Video!   The traditional talk path is narrow, strangles information and is inappropriate for todays high speed, information rich customer contact strategies.  Video offers a deeper and richer personal experience.  When it comes to “show me”, “teach me” and “help me” scenarios, one call completion statistics escalate when video is part of the contact center arsenal of customer satisfaction tools.   Get your Frequently Asked Questions into video format, or risk being ignored by a generation that might be able to read, but find YouTube a faster route to problem resolution.

(4) Social Media – Twitter can do more to damage your reputation than a bad restaurant review on Yelp!  What social media monitoring tools are in your contact center arsenal?  What website integration options have you implemented?   Can your Customer Service Representatives  open a real time video conversation with someone who has hit your website, or just told all their FB friends what the current hold time is in your Contact Center?

(5) Home base agents – did you read (1) above?   The availability of hight speed network connectivity, now makes it possible to tap a labor pool that has nothing to do with driving distance to the office! Quality, trained and experienced Customer Service representatives are out there, living where they want to live and are available to the Call Center that has put distributed workforce connectivity solutions in place.  Down the hall, or across the country, you can provide the exact same supervision, monitoring, and training for a remote customer service representative that you provide for that boiler room Contact Center that you heat, air condition, power and remains your biggest disaster recovery and business continuity challenge!

At DrVoIP we create software integrations that enable solutions for these Contact Center terrorists.    No need to throw out your current ShoreTel ECC or CISCO UCCX, we can wrap these solutions around your existing facilities with rapid deployment prototype options that have high impact and low exploration costs.    Click or Call!

Sending Text Messages to your Shoretel ECC or CISCO UCCX Contact Center?

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! The requirements document also required the ability to send text messages on manually on demand. The text messages would either be created by the Receptionist entering the text into a webpage for transmittal to the select phones or group of phones; or based on the receipt of a SMS text message. The SMS message would be relayed to the ShoreTel Phone API and then passed off to a group of phones for follow up by brokers as required to satisfy the client requests.

We have long contended that SMS application will find their way into the Call Center as triggers to initiate a scheduled call back as alternative to “please hold for the next available agent”. The opportunity to implement such an application was for us very exciting. Smartphones, undeniably ubiquitous, offer the possibility that customer service applications can be developed to enable customers to contact an inside “agent” without having to navigate a call tree! Why increase the number of telephone lines coming into your call center, just to put callers on hold until the next available agent can accept the call? People on hold, are people frustrated. If clients could just send a text message to the call center, targeted at the specific agent group responsible for problem or opportunity resolution, assured by return text message that they will be called at place and time certain, over all costs for all would be reduced and customer satisfaction increased. The concept of “abandoned” calls would be eliminated and real time reports, dramatically redefined!

We invision a Call Center in which there are actually very few incoming lines. The entire call center is based on Agents calling clients back based on agreed to call times defined in an incoming SMS Text message sent from a smart phone or smart phone application. The application, though functionally generic, could be made specific to a company product or service and also include the CRM links necessary for an Agent to service an account when they call the client back at the appointed time. This is a much more stream lined approach to Call Center operations in which telephone lines are optimized, Client service is customized and Agent time maximized.

There are any number of SMS gateways that can be integrated as an internal server or as a subscribed service and combined with the display functions of a ShoreTel phone to enable this scenario. Additionally, Waze can send real time location updates that can also be routed to ShoreTel phone displays. Imagine the application of location based services to SMS text messages out to the display of ShoreTel phones in a call center environment! ShoreTel does an excellent job of documenting the SDK and API interfaces necessary to support this application. In fact the standard API itself is more than useful and is demonstrated in the accompanying video.

Contact us with your ShoreTel application requests especially if they require SMS connectivity to your Call Center!

Repurpose your CISCO 7900 phones as ShoreTel sip Extensions!

The CISCO 7900 series of phones have been a very popular handset in the “hosted” PBX space.  CISCO discourages the use of these phones on other than CISCO systems, but there are so many of them out there, that they end up being used on a range of other systems from 3CX, ShoreTel to Asterisk and FreePBX.     A company moving from a “hosted” solution or converting from a CISCO Call Manager to a ShoreTel system, for example,  would normally wanted to protect their  investment in handsets and repurpose them for use on ShoreTel.   The CISCO 7900 family of phones has been shipping since at least 2002 and estimates have been that over 1 million handsets ship to market every day!   By any measure, the market is littered with these phones.   We would caution you however, before you hit Ebay, to understand that what you save in the purchase of handset hardware, you may end up spending in professional services and cumulated aggravation!   If you are still committed to burning up IT staff or professional service hours, there are a few key issues you will need to understand.
 
First, CISCO Call Manager solutions have historically used a proprietary protocol named “skinny” of SCCP.    Most hosted solutions  have used the  industry standard SIP protocol and because of its wide adoption by vendors in general, most new systems can support SIP end points.    CISCO 79X0, 79X1 and 79X2 handsets most have their firmware converted from SCCP to SIP before they can be used on any SIP based system or on ShoreTel.   The process of converting the firmware is not all that difficult but does require some basic resources like a CISCO login  account  and a TFTP server, though we have found the needed firmware all over the Internet.    Setting up a TFTP server can be implemented in a number of ways from open source solutions like PumKin or Tftpd64.    We prefer Tftpd64 for field deployments as it can also provide DHCP services that include the ability to specify required scope Options 150 and 66!
 
You can try flashing the phone without defaulting the configuration by just unlocking it and setting the Alt TFTP server to the correct IP address.   You unlock your CISCO phone by hitting the Menu key, scroll to the network settings, hit unlock (**#**)  for Alternative TFTP server,  set it to yes and then in the next field enter in the IP address of the TFTP server.   Experience has proved, however,  that you should reset the phone.  There are subtle differences between how the reset and unlock method is executed based on your exact model.  Generally, you reset the phone by holding the # key while powering the phone and when it starts flashing orange and red, enter 123456789*0# on the keyboard, then be patient.    Make sure your TFTP and DHCP servers are setup and working.    DHCP Option 150 and Option 66 must point the phone to the TFTP server and directory  containing the firmware files.   
 
Again you will find that you really need to tweak the SiP software version as one may run and another version may not!
You should be aware that v4.4 code uses the following tftp files (which areall case sensitive):
 OS79XX.TXT  (This file must be on the TFTP as it defines the software load WITHOUT .bin extension).
 SIPDefault  (This file denotes parameters for all phones)
 POS3-04-4-00.bin
 SIP<your mac address>  (eg, SIP00036BABD123 parameters for a specific phone)
 RINGLIST.DAT         (optional) 
 dialplan.xml		(optional)
 ringer1.pcm		(optional)

Early versions of the SIP code did not require all of these, however if they are in the tftp directory, it doesn't hurt the loading process.  Later you will still need the TFP server to obtain configuration file when you boot your CISCO phones. Power on your CISCO  and the phone should display "upgrading" and you should see file transfers in your TFTP server log.       Be careful as the phone will from time to time looks like it is dead, but it is still loading files.  It takes time and patience  will ultimately yield a phone now flashed for SIP!
 
That was the easy part, now you have to understand the configuration files, how to edit them and the boot process.    When the phone boots, it makes a DHCP request for usual IP configuration parameters including the necessary vendor specific options.   ShoreTel uses Option 156 to specify the FTP server where its phones can download firmware and configuration files.   CISCO uses TFTP and specifies that IP address in CISCO Option 150 and Industry Option 66.   When the phone boots it will first look for a “install trust list” or certificate file which it will not find in your TFTP directory,  so expect that file failure.  It will then look for a SIPDefault.cnf  which has information for all phones, and then a file that contains configuration  data for a specific phone which is named SIP<macaddresss>.cnf.
 
Edit the SIPDefault.CNF in Notepad file and change the first three values: The first line of the file,image_version, sets what firmware version we are going to use. This needs to match either the firmware version already loaded on the phone or the firmware version that you have available in the tftp folder for the phone to upgrade to. The second setting, messages_uri sets the extension number that the phone will dial to access the voicemail system.   The third setting, proxy1_address, sets the IP address for the phone system so the phone knows where to send it’s registration information.  In the case of ShoreTel make sure you point this at the ShoreTel SipProxy IP NOT the ShoreTel HQ server!
 
For real detail on the content of the config file click this link.  Each phone requires its own configuration file based on the MAC address of the phone.   If our MAC address is 00175989A49E, then our configuration file will be named SIP00175989A49E.cnf.   This file contains a list of XML tags.  You will need to modify several tag entries.  You can use notepad, but if you can make use of an XML editor like Komodo or Eclipse it will help you eliminate poorly formed XML tags.   Scroll through the file and edit the following tags:
<processNodeName>172.16.1.100</processNodeName>  should be set to the IP address of your ShoreTel SIP Proxy, NOTE the ShoreTel HQ server!

For Each extension line you want to register you will need to set the following parameter:

<authName>1234</authName>  to your ShoreTel SIP UserName
<authPassword>1234456</authPassword>  ShoreTel SIP Password

 

The lines also have other configuration data for displaying the Name and Extension number and you should find those XML tags easy to locate. The above tags however are the 3 minimum tags required to get your phone to register with ShoreTel. It should be understood that getting your phone to register, make and receive calls is not the same as integrating your CISCO phone with ShoreTel. Getting feature buttons to work and interfacing with the telephone book is an entirely new opportunity for head banging. Some of it can be accomplished by editing XML configuration files, but well outside the scope of this nugget ! The most likely success stories for CISCO on ShoreTel are the 7940/7960 phones. Be aware that there are subtle difference between the rest of the family like the 7941G/7960G and so forth. The 7942 and 7945 take extra tweaking and you many need to SSH into the phone to debug. It takes time, patience and perseverance to tinker with the various phone loads and XML options, but it can be done! As we get more examples, we will upload sample configurations to the Member portal.