Extension Number, Phone Device, or User?
Business Managers, Legacy Services, Multi-vendor Telephony, Technical ManagersIs a phone, an Extension Number (e.g. DN) and a User the same entity? Does the User define the Extension number? Does the User define the Phone? What is the difference and why would you care? You care when you have to separate…
Skills Based Routing in the ShoreTel Enterprise Contact Center!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersAssuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent. It is important to note that the system will only use this criteria…
Creating a “Personal Workgroup” to help answer your phone!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersOne of the great attributes of a Personal Call Manager, is the multiple call appearance functionality. When you have an active phone call you can actually see a new call ring in, on your screen. I like to think of this as “priority…
ShoreTel Version 10+ “Find Me/ Follow Me” Enhancements!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersMobility and Office Extensibility continue to be "must have" feature sets for success in todays hyper competitve market place. Nobody seems to care if it is after business hours in your time zone. When a client wants you, they want you…
ShoreTel Compatible Audio Conference Bridge on a Plug Server?
Legacy Services, ShoreTel & Mitel, Technical ManagersThe Sheevaplug computer is an amazing appliance! Think of the applications you could create on this 3 watt PC often confused as a wall transformer by the uninitiated. In fact I have a bunch of "wall warts" under foot for a variety of…
Log Blog – Debugging ShoreTel Voice Mail with vmail.log
Legacy Services, ShoreTel & Mitel, Technical ManagersWe should probably do several blogs on logs! Logs to an engineer are like finger prints to a cop! Both professionals need to play “detective” and gather all the hints they can in an exhaustive effort to figure out what went wrong! …
ShoreTel ECC – the powerful “change call profile” scripting tool!
Legacy Services, ShoreTel & Mitel, Technical ManagersCall Profiles can be of two varieties in the ShoreTel Enterprise Contact Center. They are either System Mandatory or User definable. ( Actually, to be absolutely correct, we need to acknowledge that "Skill Sets" are another type of call profile,…
Install your ShoreTel Call Manager on your Apple iPad
Legacy Services, ShoreTel & Mitel, Technical ManagersOn more than one occasion I have actually had to telnet into a clients router or switch using nothing more than a mobile phone! Now, that is either an example of superior customer service or an indication of creeping insanity. When you…
ShoreTel Route a Call based on Area Code or Mood
Legacy Services, ShoreTel & Mitel, Technical Managers"Can we route calls to a Workgroup based on the Area Code of the Caller", asks our intrepid Sales representative! "The prospect wants each Area Code in the country to be handled by a different Workgroup". Interesting question. Now…
ShoreTel Phone Security and the Terminated Employee ( a lesson in User Groups)
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersRecently 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!
Legacy Services, ShoreTel & Mitel, Technical ManagersSetting 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!
Legacy Services, ShoreTel & Mitel, Technical ManagersIt 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…
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