Our Shoretel reports start only saving data from the previous day. I have also ran reports from the previous month and it shows agent not making a single outbound call, although I have seen them make phone calls. Any help would be appreciated. We are on build 18.62.8503.0.
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Reports Only Saving for a Day
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Media Resources
Hello everyone, new to the forums as we recently installed Shoretel in our company. So far the experience has been positive except for one issue. At one of our locations we are using ECC and currently have 20 trunks. The issue started when our ECC users started recording their calls. When they did this the ECC users specifically started having one way audio issues. The outside callers couldn't hear them. We turned off the recorder and everything was fine. Our vendor suspected it had to do with "Media Resources". The architecture used an SG90. Their thought was the SG90 ran out of Media Resources. They suggested using a TK1 for the trunks alone in addition to the SG90. We did this and the problem still occurred, however not as often. So the T1K had an impact. They then suggested a virtual switch. On Friday we spun up a BareMetalInstall.ova on Friday and moved the trunks over to it. We're waiting to see if this resolves the issue.
I'm hoping someone here can help me understand exactly what Media Resources, or SIP Media Proxy Resources are, why an SG90 and a T1K couldn't handle 20 ECC users and 20 trunks.
Site admins: If this post belongs in the Installers forum, please move it there.
Thanks,
John
I'm hoping someone here can help me understand exactly what Media Resources, or SIP Media Proxy Resources are, why an SG90 and a T1K couldn't handle 20 ECC users and 20 trunks.
Site admins: If this post belongs in the Installers forum, please move it there.
Thanks,
John
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Oaisys call recording
Is anyone familiar with this appliance/ software ?
I have a oaisys tracer system running Windows server 2003 with shoretel version 9.1
I'm trying to upgrade to shoretel version 14.2 and my partner and oaisys is saying I need a refresh kit which is like $13,000
I can't see why I would need it, as the oaisys simply piggy backs on my PRI circuits and uses a route point to get its data from the shoretel system.
Anyone got any suggestions? I hate to have to pretty much buy a whole new system all over again
I have a oaisys tracer system running Windows server 2003 with shoretel version 9.1
I'm trying to upgrade to shoretel version 14.2 and my partner and oaisys is saying I need a refresh kit which is like $13,000
I can't see why I would need it, as the oaisys simply piggy backs on my PRI circuits and uses a route point to get its data from the shoretel system.
Anyone got any suggestions? I hate to have to pretty much buy a whole new system all over again
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After Call Survey
I am looking into setting up a simple after call survey within our ECC and understand the basics of setting it up including passing the recorded survey results to a database.
So the steps are:
- Caller negotiates IVR
- Caller is advised of short survey presentation at the end of the call.
- Agent completes call
- Caller is passed to Survey ( 2 x short questions with 1. Good, 2. OK and 3. Poor answers )
- Survey\ Call ends
So here's the question: Can I transfer from the Agent to the Survey without the Agents interaction.
We don't want the Agent to have anything to do with the Survey so we don't want them pressing a key on the phone to initiate the survey.
Our worry is that if the call goes bad then the agent may not initiate the survey!
All help gratefully received.
So the steps are:
- Caller negotiates IVR
- Caller is advised of short survey presentation at the end of the call.
- Agent completes call
- Caller is passed to Survey ( 2 x short questions with 1. Good, 2. OK and 3. Poor answers )
- Survey\ Call ends
So here's the question: Can I transfer from the Agent to the Survey without the Agents interaction.
We don't want the Agent to have anything to do with the Survey so we don't want them pressing a key on the phone to initiate the survey.
Our worry is that if the call goes bad then the agent may not initiate the survey!
All help gratefully received.
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Not getting a ringtone when calling into a DID workgroup vs a huntgroup shoretel
I have setup a workgroup and added 3 agent. I have setup a DID. When I call the DID i'm not getting any ringtone on my end. It just like a dead silent until someone pick up from the workgroup. Anyone know how to get the ringtone by ringtone I mean the ringing tone when you dial a number. Customer need to know if the phone is ringing and someone will pick up vs the dead silent, customer don't know if they are dialing the correct number or if the phone is even ringing.
I have also created a huntgroup and added 3 agent in there. I have setup a DID. when I dial that DID I do get a ringtone. It just that the huntgroup I cannot do a round robin.
Please advise on how to get the workgroup to have the ringing tone when calling.
I have also created a huntgroup and added 3 agent in there. I have setup a DID. when I dial that DID I do get a ringtone. It just that the huntgroup I cannot do a round robin.
Please advise on how to get the workgroup to have the ringing tone when calling.
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IP930D Base not getting the MGC IP address
Hi I hope someone can help me with regards to our problem with the 930D base it wont accept the IP address of the MGC/SG switch.. We can access the base and put all the necessary config on the base like FTP but only the mgc is not being accepted after rebooting it thus making the cordless set stay on the Requesting Service prompt. The base is already Static configured.... Is their anything on the network that we need to check that might cause this issue..
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Getting a Unknown caller ID on shoretel with two site.
I have two site. one site is in US and the other site is in Mexico:
When the phone is in US. people dial 8+1 951-555.5555 to a cell phone. The caller ID show up as 951-212-2111. So we know calling in US to any US number it'll show the caller ID. which we specific in the shoretel phone system CSID or emergency contact number.
Ok now the challenge.
A phone in Meixco and they want to make a US call. So they press 8 001 951-555-5555. This will get routed to the US sip trunk. So the question is it is going out the same trunk as the US but why the caller ID will say Unknown? instead of showing 951-212-2111. I have setup caller ID on the trunk group itself.
Please advise on how to resolve this
When the phone is in US. people dial 8+1 951-555.5555 to a cell phone. The caller ID show up as 951-212-2111. So we know calling in US to any US number it'll show the caller ID. which we specific in the shoretel phone system CSID or emergency contact number.
Ok now the challenge.
A phone in Meixco and they want to make a US call. So they press 8 001 951-555-5555. This will get routed to the US sip trunk. So the question is it is going out the same trunk as the US but why the caller ID will say Unknown? instead of showing 951-212-2111. I have setup caller ID on the trunk group itself.
Please advise on how to resolve this
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Passing DID through to FaxMaker?
Afternoon everyone,
I am trying to move our FaxMaker system to our ShoreTel system. As it is set up now, there are four analog ports connected to the brooktrout card in the fax server. We then point a few dozen DID's at a hunt group that has those analog ports as members. On our current system, the phone system passes the DID dialed on to FaxMaker so that it can route the faxes to their appropriate destinations. Can I replicate that on this ShoreTel? As it stands, when calls ring in they send through the hunt group number. What am I missing?
I am trying to move our FaxMaker system to our ShoreTel system. As it is set up now, there are four analog ports connected to the brooktrout card in the fax server. We then point a few dozen DID's at a hunt group that has those analog ports as members. On our current system, the phone system passes the DID dialed on to FaxMaker so that it can route the faxes to their appropriate destinations. Can I replicate that on this ShoreTel? As it stands, when calls ring in they send through the hunt group number. What am I missing?
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Primary trunk is a Tie Trunk?
Is it possible to send PSTN calls across a tie trunk? We have a client with an unsupported SIP trunk (can't get it working). They also have another shoretel system tied into theirs with a SIP tie trunk. I need to know if it is even possible to send a call PSTN call over a tie trunk and if it is possible, how do i configure that?
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Shoretel Connect Client - Manually Recording stop after 8mins. How to increase ?
We are using the Shoretel Connect Client and when we hit the record it only record up to 8mins and it stopped. We have to press it again. Is there a way to set it higher? Anyone know the setting for this?
Thanks
Thanks
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Shoretel connect client
I'm curious what kind of feedback you all are getting when going from 14.x to Conncet with the new client. I know how we feel, but curious what others think.
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ShoreTel VPN Concentrator - Address Range Not on Net
We are seeing a lot of entries in the logs on our VPN concetrator that say the following:
Address range 192.168.1.150 to 192.168.1.199 not on net 10.122.0.0/255.255.248.0!
Our LAN Address of the concentrator is on the 10.122.0.0 subnet. We do not have any routes in the device for that 192.168.1.0 subnet, nor do we have that 192.168 subnet on our internal LAN. I'm assuming this might be some traffic from a home user's network causing this. My question is, is this message something to be concerned with? Or is it one of those FYI messages that can be ignored?
We are seeing some issues with some phones connecting. They are getting a "SSL Connection Failed -- Can't contact gateway" message on the handsets.
Address range 192.168.1.150 to 192.168.1.199 not on net 10.122.0.0/255.255.248.0!
Our LAN Address of the concentrator is on the 10.122.0.0 subnet. We do not have any routes in the device for that 192.168.1.0 subnet, nor do we have that 192.168 subnet on our internal LAN. I'm assuming this might be some traffic from a home user's network causing this. My question is, is this message something to be concerned with? Or is it one of those FYI messages that can be ignored?
We are seeing some issues with some phones connecting. They are getting a "SSL Connection Failed -- Can't contact gateway" message on the handsets.
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AD attributes missing
We are running 14.2 and we just enabled AD integration. The SSO works fine for the client and director but we aren't getting any attributes when I click the AD button on a users page. Everything shows as Null. I click the AD sync button but doesn't pull any attributes. Even something simple as their email address comes up as null.
Anyone had this issue before?
Anyone had this issue before?
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Program Forward Voicemail Button 480G
I had a coworker ask me today about transferring voicemail via the graphic voicemail interface on the IP 480G. Supposedly, on their previous phone (I can't remember which model it was), there was the option to forward a voicemail to another extension (mailbox) but I also have a 480G and cannot find any button to transfer a voicemail. The only way I can find to forward voicemail is to choose the "Call VM" option and follow the prompts in there which is fine but it would add a layer of convenience to do it through the interface if possible. Thanks!
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Proper way of rebooting a T1K switch
One of our T1K switches has a high memory usage: 86% it's been at this level for more than 24 hours now. Checked the Platform Resources and the max usage is at <21% and no drop calls.
Can I simply reboot it from Maintenance > D&M?
ShoreTel ver: 14.2 build 19.46.4105
Thanks!
Can I simply reboot it from Maintenance > D&M?
ShoreTel ver: 14.2 build 19.46.4105
Thanks!
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ECC 7 Reports
I'm looking for a report or reporting field that will list total calls per day and per hour. I would like to run a report for the year and get a list of each day and the total calls per day. The only thing I can find is total calls per day but the total includes calls from previous days, it gives me a running total and not just that days total. I know ECC 7 is many revisions behind but does anyone know if this is possible or if they know of any report field that would give me each days total without having to report on each day, I would hate to have to run 365 reports so I can get daily totals.
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Two Different Access Code to Dial out - Shoretel
We are running Shoretel on two site:
1. Corporate
2. Remote Office
Both Corporate and Remote Office have its down Trunk Group to dial out. I have setup Corporate to use a 8+areacode to dial out from the corporate . Is it possible to use a 9 for the remote site to dial out from the remote trunk group?
Or is there a better way of doing this?
The remote site sometime they want to dial out from the remote trunk group and sometime the same user want to dial out from the corporate trunk group. If i create a user group that will not work because one user needed to be able to dial out from two side.
The one system they uses which let them have dial 8 to get out from the corporate trunk group and dial 9 to get out from the remote trunk group. This way it know the caller ID its coming from.
Thank you
1. Corporate
2. Remote Office
Both Corporate and Remote Office have its down Trunk Group to dial out. I have setup Corporate to use a 8+areacode to dial out from the corporate . Is it possible to use a 9 for the remote site to dial out from the remote trunk group?
Or is there a better way of doing this?
The remote site sometime they want to dial out from the remote trunk group and sometime the same user want to dial out from the corporate trunk group. If i create a user group that will not work because one user needed to be able to dial out from two side.
The one system they uses which let them have dial 8 to get out from the corporate trunk group and dial 9 to get out from the remote trunk group. This way it know the caller ID its coming from.
Thank you
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Shoretel 485G phone reboot by itself randomly 1 to 2 times a day?
I have a 485G phone that reboot itself randomly 1 or 2 times a day. Any know how to fix this or do I need to RMA it? I have tried to reset the phone to default and re program it with no luck. Anything else I should try before I RMA it?
Thank you
Thank you
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transfering a call to voicemail give you the shoretel voicemail greeting .
Voicemail when transferring a call to voicemail, it still does not have our own personal voicemail greeting, it is the automated voicemail greeting. How to transfer a call to someone voicemail with their personal voicemail greeting instead of shoretel automated one?
Also on the 485G phone
Voicemail – instead of going through the 4 steps to transfer a voicemail to an ext, is there a way we can program a speed dial for everyone’s voicemail. This way we can just hit transfer and then the speed dial button designated for that person’s voicemail.?
Also on the 485G phone
Voicemail – instead of going through the 4 steps to transfer a voicemail to an ext, is there a way we can program a speed dial for everyone’s voicemail. This way we can just hit transfer and then the speed dial button designated for that person’s voicemail.?
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Difference Between Record Call and Record Extension
I'm a bit confused between the 2 functions. I was able to test a "Record Call" successfully. But I can't seem to make sense of the "Record Extension" function.
Thanks
Thanks
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