ShoreTel Phone Security and the Terminated Employee ( a lesson in User Groups)
Recently a client discoverd that at terminated employee, gone for almost a month, was still answering his office extension from his cell phone! We have so many technology options for mobility today that the HR deparment most be going nuts…
QOS for ShoreTel VoIP Deployments!
Setting up QOS on your routers to support ShoreTel VoIP across a WAN connection requires that you employ some creativity in your configuration. Think of Class Marking as a way of “coloring” packets so that the routers no how to treat…
ShoreTel Database Replication and Manipulation of MAXDBQUERIES!
It really doesn’t matter what VoIP system you installed they all generally have one architectural characteristic in common; the configuration database. Depending on the system, you might find a database engine that ranges in complexity from…
ShoreTel Enhanced Workgroup Services!
Historically, there were three services in the ShoreTel architecture that were no distributed to other servers. To oversimplify, this meant that if the HQ server (read primary server) was unavailable, the services that were not distributed…
ShoreTel CDR Format- How to find the International Calls!
Recently, while working with a third party Call Accounting vendor, we had an opportunity to revisit ShoreTel CDR records. ShoreTel stores CDR records in two locations for two different purposes. Historically, the first format is basically…
Configure ShoreTel for Redundancy, Resiliency or Business Continuity?
Of late we have seen a growing interest in building “disaster recovery” solutions for both the data and the voice applications so critical for business operation. First, we need to make sure we understand the difference between redundancy,…
Why move the Auto Attendant into the Contact Center?
Many Call Center applications have an Automated Attendant front end call tree. Typically, you might have an Automated Attendant that plays the familiar On-Hours recoding: “Thank you for calling our company, press 1 for technical support…
Mobile Call Manager for the iPhone?
One of the benefits of a successful blog, is the talented people you meet and the ideas that you exchange with other industry professionals. Through an earlier blog on the subject of connecting an Apple Iphone to a ShoreTel System as a SiP extension,…
ShoreTel Enterprise Contact Center Call Routing based on Schedules!
If you have been following our tech tips, you know that route points in the ShoreTel IPBX have a matching IRN in the Contact Center. If you want to route a call to a different destination based on the date and time that a call hits the Contact…
VoIP QOS Network Monitoring and Pathview Cloud!
Trouble Shooting VoIP issues in a multi-site deployment is a challenge to even the most talented network engineer. It is often difficult to determine what is a voice equipment issue and what is an issue aggravated by a network conditions. As…
ShoreTel Enterprise Contact Center "Change Call Profile" icon
How many people hit the Auto Attendant and then dialed one for Sales? One of the most requested reports from ShoreTel clients is the analysis of Automated Attendant key strokes. With in the ShoreTel iPBX there are probably several ways to implement…
SIP firmware for ShoreTel handsets?
To the sales team, I sound like a broken record as I repeated the engineering driven mantra: “A VoIP solution is only as good as the network it is build on”. No matter how many times we tell clients that you can not obtain reliable,…
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