Hack ShoreTel to Make Yourself the System Administrator? #shoretel

567 leituras

Sábado, 26 de Setembro de 2009 | 08:18 UTC-6 | Sem comentários

por Peter Buswell @dr_voip

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!

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The ShoreTel "prefix" Option! #shoretel

499 leituras

Sábado, 26 de Setembro de 2009 | 08:13 UTC-6 | Sem comentários

por Peter Buswell @dr_voip

In this economy there are a growing number of mergers and acquisitions, or "marriage by shot gun". When companies combine they have the challenge of integrating their data and telecommunications systems. For example, we have witnessed an increased demand in companies seeking technical assistance in merging ShoreTel systems. There are two basic options for doing this and the choice often depends on resource requirements and "dial plan" conflicts. To illustrate these options let's assume Company A merges with Company B. Both companies desire the integration of their telephone systems if for no other reason than to enable extension to extension dialing. The first option is the traditional single image option. Assume that Company A will become theHQ Server and the other Company B will become the DVM server. To accomplish this, the database of Company B will be manually imported to the HQ server and a new site is created.( Clearly, the WAN solution is in place and connectivity between the two companies exists).When you complete the database additions to the HQ server, adding all the new users, switches, workgroups, hunt groups and site details you are ready to convert the Company B HQ server to a DVM. You are going to have to reconfigure the site switches to point to the new Company A HQ server, but the process is manageable and you should achieve the desired result with limited down time.

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ShoreTel Abandoned Call Handling #shoretel

459 leituras

Quinta, 02 de Julho de 2009 | 08:59 UTC-6 | Sem comentários

por Peter Buswell @dr_voip

Every call center has peaks and valleys. Normal businesses operate with very predictable calling patterns. Traffic over the normal business day, starts out slow and peaks between 10AM and 2 PM in the afternoon, then trickles down. The old Bell Curve distribution pattern! Call centers on the other hand, have very different call characteristics depending on the nature of the business. One characteristic that we can be confident in is the fact that there are more callers than “agents” to service the calls. Thus the need for some kind of queuing capability. “We are sorry, but all available agents are working with other clients. Please hold the line and the next available agent will be right with you. Unfortunately, callers might tire of the music on hold and predictable care messages, and ultimately give up and then hang up! This is generally an “abandoned call” in most contact center environments and reports. The ShoreTel Contact Center has a facility for capturing this information and doing something productive with it.

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Hack ShoreTel to kill the Dial 9 requirement for Fax Machines! #shoretel

488 leituras

Quinta, 25 de Junho de 2009 | 09:55 UTC-6 | Sem comentários

por Peter Buswell @dr_voip

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, it would appear that Fax machines are going to be with us for quite some time. Even with a fax server, people want to stick a piece of paper into the machine and watch it "go through" after dialing the distant end. This is an example of "Experiential compatibility" as the marketing folks like to say. We are more comfortable with a technology that is compatible with our experience.

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How to Backup Shoretel IPBX #shoretel

505 leituras

Quinta, 25 de Junho de 2009 | 09:54 UTC-6 | Sem comentários

por Peter Buswell @dr_voip

Prior to version 7 of ShoreTel, backing up your ShoreTel system was very straight forward. There was a single folder in the root directory named d: Shoreline data. This folder contained all the information that was required to completely restore your ShoreTel system from a bare metal server in the event of a major disaster. The folder contained the configuration database, which at the time was kept in Microsoft Access. It also contained all of your recorded prompts for Automated Attendant, your voice mail messages, all of your Call Detail Records and softswitch related information. You could easily identify this one folder and make it a part of your normal system backup process for your company. With the introduction of Version 7 of ShoreTel the company began to migrate away from the Microsoft Access database and move toward the MySQL database. First they moved the Call Detail Records and with Version 8, the entire configuration database had migrated to MySQL. For this reason the database backup process for a ShoreTel system has changed.

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