Stupid phone trick #7 – How to make iPhone calls from my ShoreTel handset!
Yeah, I am sure you were just dying to know how to call your iPhone and have your
ShoreTel phone ring? Better yet, pick up your ShoreTel handset and make a call out
your iPhone? Actually, it is a useful integration and one that I recently had the
opportunity...
Plus
Stupid phone trick #7 – How to make iPhone calls from my ShoreTel handset! Yeah, I am sure you were just dying to know how to call your iPhone and have your ShoreTel phone ring? Better yet, pick up your ShoreTel handset and make a call out your iPhone? Actually, it is a useful integration and one that I recently had the opportunity to implement. Many carriers have plans in which you can call any of your “family members” without racking up minutes. This is useful when calling from cell phone to cell phone, but how useful is it for the office? If you have a field sales force running around the market with cell phones, and you as manager need to call them frequently, you might not always be on your cell phone! This means that each time you call them, using your office phone system, you are paying full fare for the call whatever that might be. It is very possible to Integrate your cell phone with your ShoreTel phone system in a way that enables you to enjoy the benefits of both systems.
Moins
Par drvoip
Microsoft Word
Publiée le 26 Mars 2011
Pages: 1
Lectures: 6
Téléchargements: 0
ShoreTel Compatible Audio Conference Bridge on a Plug Server?
The 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 electronic devices on my desk
that...
Plus
ShoreTel Compatible Audio Conference Bridge on a Plug Server? The 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 electronic devices on my desk that need stepped down AC power and the Sheevaplug server is smaller than any of them! A Plug Computer is designed to draw so little power that it can be left on all the time. Unlike other embedded devices, it contains a gigahertz- class processor designed to offer PC- class performance, Ethernet interface, USB port and a SD Flash Card. OMG! Geek Heaven! As a technical support organization, we needed a network monitoring tool to help us diagnose WAN QOS issues for our ShoreTel and CISCO VoIP clients. How do you get an appliance on a clients network that can connect to the mother ship, capture network performance statistics and be left on all the time with no lar
Moins
Par drvoip
Microsoft Word
Publiée le 29 Juin 2010
Pages: 2
Lectures: 1
Téléchargements: 0
The ShoreTel Workgroup Monitor Kicks Butt
As you can tell from our video library and blogs, we are very excited supporters of the
ShoreTel Contact Center! You can not find a more feature rich or cost effective solution
to call routing, email routing and web collaboration! To be fair, however, ShoreTel
has always been ahead of the curve...
Plus
The ShoreTel Workgroup Monitor Kicks Butt As you can tell from our video library and blogs, we are very excited supporters of the ShoreTel Contact Center! You can not find a more feature rich or cost effective solution to call routing, email routing and web collaboration! To be fair, however, ShoreTel has always been ahead of the curve with “call center” like functionality. Out of the box, the ShoreTel IPBX has an amazing set of features that can fit just perfectly in the small “call center” model. It may be easy to define the difference between a “call center” (i. e. phone calls only) and a “contact center” (i. e. voice, email and chat); but it is much harder to differentiate a “workgroup” from a true “call center. ShoreTel clearly believes there is a definable difference and for that reason has always had an impressive call routing option humbly named the “Workgroup”. Not the “call center” but the “Workgroup”! Going way beyond simple ”station hunting”, the ShoreTel “Workgroup”
Moins
Par drvoip
Microsoft Word
Publiée le 14 Juin 2010
Pages: 1
Lectures: 17
Téléchargements: 0
Log Blog – Debugging ShoreTel Voice Mail with vmail.
log
We 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! Logs always have interesting
information,...
Plus
Log Blog – Debugging ShoreTel Voice Mail with vmail. log We 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! Logs always have interesting information, written cryptic ally but useful none the less. Recently we had to solve the case of the “missing message notification” and that sent us deep into Vmlogs. The problem statement was that a message left in a voice mailbox was suppose to notify a cell phone when the message was marked urgent. The client reported that this was not happening . So how do you go about debugging this issue? ShoreTel gathers log information and stores them in a specific data folder. The logs folder is contained in the X:\Shoreline Data folder on both your ShoreTel HQ server and your Distributed Voice Mail Servers. This folder is a critical component in any disaster recovery plan as
Moins
Par drvoip
Microsoft Word
Publiée le 14 Juin 2010
Pages: 2
Lectures: 9
Téléchargements: 0
ShoreTel EnhancedWorkgroup Services
Historically, there were three services in the ShoreTel architecture that were no distributed
to other servers.
To over simplify, this meant that if the HQ server (read primary server)
was unavailable, the services that were not distributed would not function.
The three
services were Route Points,...
Plus
ShoreTel EnhancedWorkgroup Services Historically, there were three services in the ShoreTel architecture that were no distributed to other servers. To over simplify, this meant that if the HQ server (read primary server) was unavailable, the services that were not distributed would not function. The three services were Route Points, Account Codes and Workgroups. For example, if a user group was set to “forced” account code verification and the server was unavailable, that service would fail and the effected user would not be able to place a call. Like wise, if the HQ server were unavailable, Workgroup services would fail. ( The “best practice’ deployment strategy was to backup a Workgroup with a “hunt group” given that the HG ran on a switch and not a server, it would continue to function in this scenario. Calls targeting agents in a Workgroup would fail over to a hunt group that would target the same list of agents). ShoreTel has steadily progressed the distribution of these se
Moins
Par drvoip
Microsoft Word
Publiée le 24 Mai 2010
Pages: 1
Lectures: 1
Téléchargements: 0
ShoreTel Enterprise Contact Center Call Routing based on Schedules
If 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 Center, how and where...
Plus
ShoreTel Enterprise Contact Center Call Routing based on Schedules If 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 Center, how and where would you apply the schedule? Technicians familiar with the ease of creating schedules in the ShoreTel IPBX, might immediately apply a schedule to a route point. After all, each call to the Contact Center hits a route point first, why not apply the OnHours/OffHours call handling directly to the route point? At the end of the day, Contact Centers are designed to provide management, detailed information to facilitate staffing, allocate resources, decrease call holding time and increase customer satisfaction. Candidly, it is all about REPORTS! My personal prejudice is that contact centers should be designed by starting with Reports! What is it that Management
Moins
Par drvoip
Microsoft Word
Publiée le 24 Mai 2010
Pages: 2
Lectures: 1
Téléchargements: 0
ShoreTel Enhanced Workgroup Services!
Historically, there were three services in the ShoreTel architecture that were no
distributed to other servers.
To over simplify, this meant that if the HQ server (read
primary server) was unavailable, the services that were not distributed would not
function.
The three services were Route...
Plus
ShoreTel Enhanced Workgroup Services! Historically, there were three services in the ShoreTel architecture that were no distributed to other servers. To over simplify, this meant that if the HQ server (read primary server) was unavailable, the services that were not distributed would not function. The three services were Route Points, Account Codes and Workgroups. For example, if a user group was set to “forced” account code verification and the server was unavailable, that service would fail and the effected user would not be able to place a call. Like wise, if the HQ server were unavailable, Workgroup services would fail. ( The “best practice’ deployment strategy was to backup a Workgroup with a “hunt group” given that the HG ran on a switch and not a server, it would continue to function in this scenario. Calls targeting agents in a Workgroup would fail over to a hunt group that would target the same list of agents). ShoreTel has steadily progressed the distribution of these
Moins
Par drvoip
Microsoft Word
Publiée le 17 Mai 2010
Pages: 1
Lectures: 3
Téléchargements: 0
Install your ShoreTel Call Manager on your Apple Ipad
On 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 have to, you have to!
Sometime ago I moved to...
Plus
Install your ShoreTel Call Manager on your Apple Ipad On 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 have to, you have to! Sometime ago I moved to an Iphone and that actually makes RDP, VNC or Telnet actually usable on a mobile phone in a pinch. To say I think the Ipad is a game changer is an understatement. If you analyze your computing habits you will find that you have two basic modalities: work and play. At work, you are bent over and leaning in to your computer using a keyboard. At play, if you could, you would be sitting in your favorite armchair surfing the web, watching yourtube and reading electronic books while updating your Facebook status. This last mode, does not really require a lot of keyboard. In fact the user interface that makes the Ipad so exciting is beginning to make you w
Moins
Par drvoip
Microsoft Word
Publiée le 17 Mai 2010
Pages: 1
Lectures: 26
Téléchargements: 0
“Call flow” the callers experience when reaching your business!
Having managed 1000’s of telephone system deployments over my career, one subject
continues to be the project “speed bump”.
You might think that the core issues of
network configuration, WAN traffic planning, QOS and DHCP services might be the issues
that cause...
Plus
“Call flow” the callers experience when reaching your business! Having managed 1000’s of telephone system deployments over my career, one subject continues to be the project “speed bump”. You might think that the core issues of network configuration, WAN traffic planning, QOS and DHCP services might be the issues that cause a phone system deployment to go “sideways”, but you would be wrong. Those issues clearly need to be defined, planned, developed and tested, but we always seem to get the technical issues worked out. The speeds and feeds, the duplex and the QOS always seem to become clear and the system deployment is executed as planned. I am a big fan of incremental, process improvement every day, every step of the way! The area that always seems to require the most post cut support, however, is not the technical area. It is the User Group area in general and the entire subject of “call flow” in particular that needs more up front planning to assure a successful “go live”. Whe
Moins
Par drvoip
Microsoft Word
Publiée le 3 Mai 2010
Pages: 2
Lectures: 1
Téléchargements: 0
ShoreTel Route a Call based on Area Code or Mood?
Maybe we could use ShoreTel “Call handling modes” to get the job done? Features like
“Personal Operator” and “Find/Follow Me” are offered to callers once they are in your
Voice message box and they can be very useful by offering callers options beyond
leaving a message at...
Plus
ShoreTel Route a Call based on Area Code or Mood? Maybe we could use ShoreTel “Call handling modes” to get the job done? Features like “Personal Operator” and “Find/Follow Me” are offered to callers once they are in your Voice message box and they can be very useful by offering callers options beyond leaving a message at the beep! Call handling modes, however, can only be applied after the call is answered! What is required in the application described above, is the ability to manipulate a “ringing” telephone call and redirect that call before the call is answered. So how would you route a call based on the callers Area Code? ShoreTel has a new feature entitled “personalized call handling”. This is a powerful feature that can be used to manipulate a phone call before it is answered. You can route a call based on a number of conditions including a “phone number match”, the fact that you are already on the phone, based on the number the caller dialed or DNIS and even by the time of da
Moins
Par drvoip
Microsoft Word
Publiée le 3 Mai 2010
Pages: 1
Lectures: 2
Téléchargements: 0
ShoreTel Database Replication and Manipulation of MAXDBQUERIES!
It 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 an Access
Database to a full...
Plus
ShoreTel Database Replication and Manipulation of MAXDBQUERIES! It 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 an Access Database to a full blown SQL database. The database will store configuration information, status information and often, call detail records that document phone system activities. The characteristic of the database that is consistent across all architectures is the fact that there can only be one “read/write” copy of that database! Some phone systems distribute the database across multiple servers. ShoreTel, for example, distributes components of the database to application servers and distributed voice mail servers that characterize the single image architecture in a multi-site environment. We need to better how a change to the database effects the operation of the system
Moins
Par drvoip
Microsoft Word
Publiée le 26 Avr. 2010
Pages: 2
Lectures: 3
Téléchargements: 0
ShoreTel Phone Security and the Terminated Employee ( a lesson in User Groups)
Recently 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 trying to keep the...
Plus
ShoreTel Phone Security and the Terminated Employee ( a lesson in User Groups) Recently 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 trying to keep the “exit interview” check list up to date! Without commenting on the HR ramifications, IT system administrators have long had to contend with terminated employees and how to handle remote access, email and the other regular components of an advanced Information Technology. With the advent of VoIP, most IT organizations have now had to add the telephone system to the growing list of security access concerns. This blog and video clip was created to knock off a couple of concepts simultaneously. First, adminstrators want to know how to configure permissions for different user types. Clearly the folks who work in the call center are supervised by managers th
Moins
Par drvoip
Microsoft Word
Publiée le 26 Avr. 2010
Pages: 2
Lectures: 0
Téléchargements: 0
Of 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, resiliency and other configuration options to assure business continuity.
Par drvoip
Microsoft Word
Publiée le 7 Fév. 2010
Pages: 2
Lectures: 3
Téléchargements: 0
Why move the Auto Attendant into the Contact Center?
Many 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 and 2 for sales support”.
The question...
Plus
Why move the Auto Attendant into the Contact Center? Many 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 and 2 for sales support”. The question asked in today’s blog is: should the Automated Attendant be located in the PBX or in the Call Center? There are very interesting ramifications for each of these options. Generally, with out thinking this question through, the easy answer is to have the PBX do the front end Automated Attendant. In the ShoreTel world, the On-Hours/Off-Hours scheduling of the changes to the call tree and messages played is so “brilliantly simple” that everyone will select this implementation strategy. In our simple example above, selecting either option will direct the caller via a route-point/IRN marriage into the Contact Center to be processed by the appropriate Service, Grou
Moins
Par drvoip
Microsoft Word
Publiée le 25 Jan. 2010
Pages: 1
Lectures: 1
Téléchargements: 0
Mobile Call Manager for the Iphone?
One 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, I met such a creative
talent: Matt Vlasach of...
Plus
Mobile Call Manager for the Iphone? One 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, I met such a creative talent: Matt Vlasach of Pacificswell! Matt was both an excited ShoreTel user and a Iphone aficionado. Thought Matt was happy to play with SIP his real interest was in creating a ShoreTel App for the Iphone! As a result of Matts talented development team at Pacificswell, I have had the pleasure of playing with a beta version of StreamLine, a mobile call manager for the Iphone! If you have always wished that ShoreTel could work on your Iphone, your wish has been granted! Pacificswell’s first release of the App is a useful, easy to master, technically brilliant mobile call manager! Using Streamline you can remotely connect to your ShoreTel server and setup your call handling modes an
Moins
Par drvoip
Microsoft Word
Publiée le 25 Jan. 2010
Pages: 1
Lectures: 11
Téléchargements: 0
To VLAN or not to VLAN, that is the question!
An assumption in this blog is that if your company has a ”network administrator” on
staff, you have a network that is large enough to require constant ”care and feeding”.
As such dumping a bunch of VoIP phones onto your network without VLAN’s would
never happen.
After all, the...
Plus
To VLAN or not to VLAN, that is the question! An assumption in this blog is that if your company has a ”network administrator” on staff, you have a network that is large enough to require constant ”care and feeding”. As such dumping a bunch of VoIP phones onto your network without VLAN’s would never happen. After all, the fist job of a network administrator is to make the network broadcast space smaller and smaller. That is why we subnet! Take a typical Class C network with 100 network devices on it and dump another 100 VoIP phones in that subnet and you are asking for trouble if you don’t VLAN. To suggest you don’t need a VLAN or at the very least, a separate subnet is just plain silly. Did you ever hear the expression ’fences make good neighbors”? Well the same concept applies to networks and VLANs make network applications like voice and data, excellent neighbors! Lets assume those 100 desktop computers are in the 192. 168. 1. 0 / 24 subnet and you created a new 192. 168. 2. 0
Moins
Par drvoip
Microsoft Word
Publiée le 25 Jan. 2010
Pages: 2
Lectures: 2
Téléchargements: 0
What is all the Hub about?
So 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 that looks like a
small “Ethernet Switch”....
Plus
What is all the Hub about? So 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 that looks like a small “Ethernet Switch”. You take it back to the office, and having send the quick start guide, you unplug your computer from the wall jack, plug it into your shiny new thing and run a cable from it to the wall jack. Then you plug in your new printer! Maybe you go really geek and add in your own scanner and wireless access port! Enter VoIP phone deployment. Anyone that has done a VoIP deployment knows or has learned the hard way, that “hubs” will kill a VoIP phone deployment! Multiple devices in a hub will immediately change your ethernet port to half-duplex. If you put the VoIP phone behind the hub, you are either using a local power brick or you will not have access to the POE on the home ether
Moins
Par drvoip
Microsoft Word
Publiée le 25 Jan. 2010
Pages: 1
Lectures: 2
Téléchargements: 0
Get The Most out of your ShoreTel Communications System
ShoreTel Training for Small Businesses
There are many incredible services available to help small businesses with ShoreTel
training for their ShoreTel communications system.
With all of the great opportunities for
businesses to have one-on-one support as well as comprehensive...
Plus
Get The Most out of your ShoreTel Communications System ShoreTel Training for Small Businesses There are many incredible services available to help small businesses with ShoreTel training for their ShoreTel communications system. With all of the great opportunities for businesses to have one-on-one support as well as comprehensive online tutorials, it is easier than it has ever been to truly get the most from your ShoreTel VoIP system. Some of the offerings available for this type of hands on ShoreTel training include online courses that can give small businesses the knowledge they need to install, configure, trouble-shoot and thoroughly learn the administrative process. However, by far the most powerful tool available for businesses is the ShoreTel training VoIP Solutions DVD. This incredible training DVD will give small businesses the power to effectively learn the skills they need to make their system as functional as possible. This includes managing IP phones; setting up and c
Moins
Par drvoip
Microsoft Word
Publiée le 29 Déc. 2009
Pages: 1
Lectures: 1
Téléchargements: 0
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