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…
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…
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