What is all the Hub about?
Cloud Services, Networking & Connectivity, Technical ManagersSo you can't get any help from the IT department getting a private printer connected to your office PC. So what do you do? You run down to your local favorite "we sell cheap computer stuff" store and buy a "hub" or "usb multiplier" or something…
VoIP is Intimate
Business Managers, Cloud Services, Networking & Connectivity, Technical ManagersA VoIP deployment is an act of intimacy. One of the great challenges for the deployment team is defining the demarcation point between the phone system, the network and the various applications that integrate withe the phone system. Clearly,…
Preview ShoreTel ECC 5.1 Agent Tool Bar!
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersShoreTel has now release the Enterprise Contact Center 5.1 for Beta users. We are just now playin with it, but it has quite a few hot new features and even a new "look and feel" as it relates to icons. For those of you who have installed…
Where is the ShoreTel ECC Query file?
Legacy Services, ShoreTel & Mitel, Technical ManagersThe ShoreTel Enterprise Contact Center has two sources of generating both historical and real time data. With the release of 5.X, ShoreTel created the C2G (“cradle to grave”) or Interaction Reporting functionality. This MySQL database…
Analog lines in the 21st Century?
Business Managers, Legacy Services, Technical Managers, Telephony ArchivesGetting old is a pain in the neck! Literally and figuratively! I am trying to figure out the benefits of getting older and I am not coming up with a very long list. You built a library of experience, I guess that must count for something.…
ShoreTel Abandoned Call Handling
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersEvery call center has peaks and valleys. Normall businesses operate with very predictable calling patterns. Traffic over the normal business day, starts out slow and peaks between 10AM and 2 PM in the afternoon, then trickles down. The…
New Release Process defines ShoreTel Upgrade paths
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersShoreTel will often have a controlled release of software. For example, Version 9.0 might be shipping to new clients but will not be availalbe to existing installations until it is declared GA. Existing clients with a compelling need,…
Does the ShoreTel Server Stream Media at G711?
Legacy Services, ShoreTel & Mitel, Technical ManagersYou have dutifully enable Differential Service Control Points on you WAN network, to enable EF for voice traffic! This is the minimum daily adult requirement for QOS on a WAN connection. Prior to Version 9+ ShoreTel did not mark all traffic…
Modify ShoreTel Database to Kill "dial 9" requirement?
Legacy Services, ShoreTel & Mitel, Technical ManagersFax Machines on ShoreTel? It is not uncommon for system administrators to create a user named FAX SEVER, then define it as EXTENSION ONLY. Though I personally have been trying to eliminate all the forest eating fax machines and printers…
Microsoft OCS + ShoreTel = IM
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersMicrosoft Office Communications is a powerful collaboration tool. The MOCS provides web conferencing, IM, audio conferencing, desktop sharing and also provided SIP. For purposes of this brief discussion, we will stay focused on the Internet…
ShoreTel Legacy Integraiton: ShoreTel as Voice Mail!
Legacy Services, ShoreTel & Mitel, Technical ManagersOne of the more interesting aspects of PBX system installation in general and ShoreTel in particular, is the subject of Legacy PBX integration. There are a variety of reasons that a new ShoreTel installation might need to integrate with the…
ToolBar Options for ShoreTel Call Managers
Business Managers, Legacy Services, ShoreTel & Mitel, Technical ManagersThe Personal or Professional Call Manager has long been a key element in the success of the ShoreTel solution. This desktop call control application enables you to easily manage your phone calls. “Point and Click” to take action, or “right…
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