Sip Extension and iPAd

July 4, 2011 10:53 AM | 0 Comments
Recently, I discovered a new SIP softphone by CouterPath Corporation the company that brought you X-Lite, one of the most popular free phones on the net.    The new offering is named Bria and is ideally suited for your iPad.   Bria is a more of a “carrier grade” softphone enabling both voice and video calls over IP, the ability to send IM messages and transfer files to your contacts. Read the entire post on ShoreTel Sip Extension
System configuration is relatively straight forward, but very specific. Without getting into the infrastructure requirements, there are steps in the configuration that must be accomplished to bring up a useable platform. The SMR will connect to your PBX using both SIP Extensions and SIP trunks. Licenses, Authentication SSL Certifications, Time Servers, DID numbers and Network Interfaces are all necessary components to a successful deployment. The ShoreTel Roam Anywhere Client or RAC, can be downloaded from the Mobility Router itself for Crackberry and Nokia, or from the Apple AP store if you are installing on an iphone. Read more on ShoreTel Mobility Router
ShoreTel Recently announced the availability of Version 7 of the Enterprise Contact Center.  It is not secret that I am a big fan of this product, so I was anxious to see what the new version had to offer.The product has a number of new features and capabilities that are both feature specific and impact the infrastructure of the product. Read the entire post on ShoreTel ECC 7 
Version 12 of ShoreTel is all about Web Collaboration and enhanced Unified Communications functionality! For Example, ShoreTel has had an IM capability since Version 8, but historically you required a Microsoft OCS server to enjoy this feature. Not that Microsoft OCS is a bad solution, but it is really over kill for a functionality as read more ShoreTel 12 [ ... ]

Read the entire article including other videos on many other VoIP articles on drvoip blog

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Mobility Options for VoIP

May 9, 2011 10:54 AM | 0 Comments
We have been steadily moving through a range of mobility options on our way to achieving true fixed mobile convergence. We want to take our Office Extension away on our Cell phones and have the same functionality away from the office as we do in the office! Originally, people forwarded their office extensions to their Cell phones. Not the best solution, but clearly the easiest to set up. The problem however, is that the caller to your office extension might end up anywhere including your cell phone voice mail. So much for a [...]

Read the entire article including a video on: drvoip blog

ShoreTel 12 System Administration

April 11, 2011 12:57 PM | 0 Comments
We have not had an update to our System Administration video series since Version 8.    System Administration had not significantly changed over the various new releases, so we did not feel the need to do an update.  Our Version 8 stuff is still relevant and useful no matter what Version of ShoreTel you are on.   We actually installed our first ShoreTel system on Version 3 Build 3.1.11100  back in the day when Shoreline only had Analog phones!   Continue Reading...

Software development is a process, not an event.  Having said that, from time to time, we have an event.  The release of a new version of software is such an event.  The software development process, however, continues.  

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Virtualization is an emerging area that is making a significant change in enterprise infrastructure planning, implementation and operation.  The pressure comes from several areas.  First, the operating costs of even a small business can be dramatically impacted with Virtualization.  Secondly, even a small enterprise is planning for “disaster recovery” and “business continuity” in the event of an emergency that renders existing systems unavailable. 

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So there I am, on the my desk phone, talking to some very important client and I now have 45 minutes to make an appoint that is 1 hour away by car! The client is important and we have been trying to link up for days! I also have to be at this next appointment on time! This is where a new ShoreTel 11 feature called "twinning" comes in. Continue Reading...
If you have ever installed a ShoreTel solution in an environment with other than Windows desktops, you know you lose some of the Sizzle! The Personal Call Manager could not be installed on Mac computers for example! Well known to those who know it well, however, was the fact that there was a functional web interface to the ShoreTel system. This web interface made it possible for Users who did not have a Windows desktop, to make use of many of the configuration options available to Users with a full blown "fat" Personal Call Manager. Continue Reading...
Assuming 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 if there is more than one Agent to choose from. If there is only one Agent available to service the call, the call is routed to that Agent regardless of Skill Set. Skills are defined in the system to have a value and a preference. Skills can be assigned to IRN's for example, in which we want to set a minimum skill level for calls that arrive through this portal. Continue Reading...

Mobility 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 now and if you can’t be found, they will find someone else! ShoreTel has had a range of features to address this requirement since the early on releases.

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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. Continue Reading...
Call Profiles can be of two varieties in the ShoreTel Enterprise Contact Center, short as ShoreTel ECC. 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, but we are including them as User definable). The system assigns a number of Call Profile parameters automatically as the call moves through the system. Continue Reading...
On more than one occasion to provide Shoretel support, 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. Continue Reading...
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