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...
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 concerens. Continue Reading...
It really doesn't matter what VoIP system you installed as they all generally have one architectural characteristic in common; the configuration database. Depending on the system and it's level of support, 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! Continue Reading...

ShoreTel Workgroup Enhancements!

February 17, 2010 8:22 PM | 0 Comments
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. Continue Reading...
Recently, 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 the first format is basically the "Legacy CDR Text Files" and they are stored in the Shoreline Data folder as log files. The log files are written to \Shoreline Data\Call Records 2 and are written out at Midnight to a file named CDR-YYMMDD.HHMMSS.log. Continue Reading...
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. Continue Reading...
 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 VoIP 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! Continue Reading...
How 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 this, but we prefer the use of "route points" (see past blog). " Thank you for calling our company during our normal business hours. Continue Reading...
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