Is the Economy good for VoIP
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Sunday, October 11, 2009 | 05:39 UTC-6 | No comments
Is the Economy good for VoIP?
read more »ShoreTel Contact Center C2G Interaction Reports
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Sunday, October 11, 2009 | 05:37 UTC-6 | No comments
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 reports. The reports, however, were generated largely as summary reports based on accumulated totals of events. For example, you could generate an Agent Performance report that could report the total number of calls presented; total call answered; average call holding time; average talk time over a specified interval. Though very useful for tracking aggregate call volume, the reports could not track individual agents events. The Shoretel Contact Center had no equivalent of the Call Detail Reporting that you might find in the ShoreTel IPBX database. What information was available, was derived by arithmetic manipulation of totals or the equivalent of “peg counters”. Each agent had a bucket for total calls, but the details of each call were not archived in the database. This led to reports that indicated total calls for the period were 19.2 as calls were averaged over an interval.
read more »How to create ShoreTel AA and ECC audio Files
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Sunday, October 11, 2009 | 05:34 UTC-6 | No comments
How to create ShoreTel AA and ECC audio Files! You can hardly install a Automated Attendant with out creating the Audio files! If you have looked at any of our videos on setting up the ShoreTel Enterprise Contact Center, you know that we urge you to create all of your audio files before you start setting up your Contact Center Services! Making recordings should be easy enough, but ShoreTel wants to have the wav file in a specific format: CCITT-mulaw, 8Khz, 8bit Mono. This is easy enough to create with something as simple as the standard Microsoft Sound Recorder, but the default wav format is some other format and you will need to “save as” clicking on the format change option!
read more »Hack ShoreTel to Make Yourself the System Administrator? #shoretel
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Saturday, September 26, 2009 | 08:18 UTC-6 | No comments
Here is what you need to do. First, connect to the ShoreTel MySQL database with a utility like SQLyog. Find the TABLE for USERS. This contains all of the attributes that define a user, including one name ROLE ID. This will be a column within the USER TABLE similar to any othe column like name and extension number. Find a user that you know the password for. Scroll through the database on the row for that user and find the column for "ROLE ID, change it from NULL (e.g. plan vanillia user) to the integer number 1, and you have just made that user a System Administrator with God Level previledges! Save the change log out of the ShoreTel MySQL database. Bring up ShoreWare Director and log in as the user who's password you know. You will find that you are now a full System Administrator and you can add yourself as a System Administrator and change the other user back to plain vanillia. This is a great strategy, simple and easy to accomplish. The video clip demonstrates just how to do it!
read more »How to Telnet into a ShoreTel IP PhoneSh #sip
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Saturday, September 26, 2009 | 08:15 UTC-6 | No comments
A typical trouble ticket might sound like "when another extension calls me, I can hear them, but they can not hear me"! Actually, one of my personal faviroites. Over the years I have come to learn that this is usually the result of one of two issues: someone has the wrong default gateway; or port 5004 is being blocked by some firewall in one direction. As we move more and more toward SIP and media streams move away from a dedicated port, this issue is almost always a network configuration error. So which device has the wrong default gateway? That takes some dedective work. Generally you will telnet into the ShoreTel SG media gateways and check the configurations. Media stream between phones generally do not need an SG switch beyound call setup. The media stream, once the call is setup, is between the two phones. For this reason, you will want to tenet into the phone and "see" the network from the phone's percepective! To do this, you will need to know the ShoreTel methodology and process.
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