drvoip

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 i... Read >

ShoreTel ECC – the powerful “change call profile” scripting tool

Call 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, but we ar... Read >

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... Read >

“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 t... Read >

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 lea... Read >

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 ... Read >

Configure ShoreTel for Redundancy, Resiliency or Business Continuity?

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... Read >

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 ... Read >

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 woul... Read >

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 me... Read >

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 loo... Read >

ShoreTel Contact Center C2G Interaction Reports

Prior to release of ShoreTel Contact Center Version 5.0, reporting was essentially statistical analysis. The Contact Center had very useful report generation capabilities that included the ability to add and delete columns to existing pre-defined repor... Read >

ShoreTel Version 9 Personalized Call Handling Options

Call Handling modes has always been one of ShoreTel's most popular user features. The concept is simple: define how you want the system to process an incoming phone call to your desk in case you are "out of the office", "in a meeting" or "sitting at my ... Read >

What is a ShoreTel DVM and why do I need one?

What exactly is the value of a Distributed Voice Mail Server (e.g. DVM)? What are the pro's and con's of installing one? Does it have any impact on resiliency (not redundancy) as it relates to business continuity in the event of server failures? Shore... Read >

Hack ShoreTel Database to Kill “dial 9″ requirement?

Fax 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 on the planet... Read >