ShoreTel Enhanced Workgroup Services!
Legacy Services, ShoreTel & Mitel, Technical ManagersHistorically, 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!
Legacy Services, ShoreTel & Mitel, Technical ManagersRecently, 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?
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersOf 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?
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersMany 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?
Legacy Services, ShoreTel & Mitel, Technical ManagersOne 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!
Legacy Services, ShoreTel & Mitel, Technical ManagersIf 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…
ShoreTel Enterprise Contact Center "Change Call Profile" icon
Legacy Services, ShoreTel & Mitel, Technical ManagersHow 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?
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersTo 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,…
Fun with ShoreTel Voice Mail
Legacy Services, ShoreTel & Mitel, Technical ManagersStuck on how to get a WAV file of a professionally recorded voice mail greeting into the right ShoreTel Voice Mail box? After all there is no import utility as there is during the creation of an Automated Attendant. I can’t speak for you,…
Trouble Shooting ShoreTel SGT1 Caller ID
Legacy Services, ShoreTel & Mitel, Technical ManagersCaller ID is an interesting area and we see a variety of client request regarding this functionality. On analog lines, there is not much room for configuration. Generally this information is transmitted as FSK (i.e. modem tones) in either the…
Trouble shoot "one way media" with the ShoreTel "phonectl" command!
Legacy Services, ShoreTel & Mitel, Technical ManagersOne of the most common make/break/fix support tickets that come into the TAC center, have to do with “one way media”. In this scenario, a ShoreTel VoIP phone user calls another phone user, or places an outside phone call and the called party…
ShoreTel Route Point Configuration
Legacy Services, ShoreTel & Mitel, Technical ManagersThecr ShoreTel IPBX “Route Points” are powerful configuration tools, generally used to enable third party applications. Using route points, an external application can gain complete call control. For example, when you configure a ShoreTel…
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