ShoreTel Contact Center Overflow Concepts and Direct Calls to Agent!
I would like to kill call center challenges with one blog! In many call center environments, it is possible that an agent has a Direct in Dial (e.g. DID) number that a client might call and bypass the entire call center process! For a…
More on ShoreTel LLDP - follow up to previous blog post!
This is a follow up post to an earlier post on LLDP-MED. VoIP phones on the market today follow the same basic boot and operations process:
1 – Wait for an LLDP packet from the Ethernet switch
2- Send a DHCP discovery packet to find the DHCP…
How to cause a ShoreTel phone to dial from within Outlook
We see a lot of request that can be summarized as "can we dial from within<(insert your favorite application here>? Outlook, for example, has an ability to let you select the ShoreTel TAPI line so that you can dial from a Contact.…
Putty Telnet into ShoreGear SG50V/SG90V
We had a lot of requests for examples of telneting into the SG Voice switches, so we though we would do a quick video on that process. The V switch is a very different animal from the rest of the SG family. Basically, a small Linux server lives…
ShoreTel SIP Trunk Configuration Parameters for Level 3
Generally, we do not fill out forms given to us by Carriers. Most Carrier forms use nomenclature that is "Marketing Speak" and not technically driven. It seems we have 100 different ways to refer to a TDM with PRI signaling and only one…
How to set up Backup for ShoreTel VG50 and VG90 V siwtches!
Both models of the ShoreTel VG90 and VG50 are availabe in V switch configurations. The V switch configuration enables you to provide local voice mail and autoamted attendant functionality to a smalll site economically. Compared to the cost…
How to Telnet into a ShoreTel phone
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…
Switch Connectivity Diagnostic
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…
The missing ShoreTel Beep!
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…
V Switch Schedule does not change Automated Attendant?
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…
ShoreTel "Call Screening"
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”?…
Route Points, IRN's and Media Streams!
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?…
Load More
Showing 12 of 296 posts