Hello - What is the future of analog with Shoretel? Seems like they are slimming down options when it comes to analog. We are heavy analog and needing to replace alot of 120/24 switch in 2017. We can live with 24A switched but curious if anybody knows some info regarding analog's future.
↧
Analog future - 24A switches
↧
Ingate SIParator help
Hi guys,
this is my first time setting up a SIParator (to be honest, I'm not even sure the customer needs it...)
I thought I had it set up, but when I make a call from a Shoretel phone, it goes out the SIP Trunks on the Shoretel side, hits the SIParator, in the packet capture on the SIParator, I can see the invite then being sent from the loopback address, to the loopback address... and never goes out the WAN side of the SIParator to the ITSP.
Anybody know what this loopback stuff is all about?
Thanks!
this is my first time setting up a SIParator (to be honest, I'm not even sure the customer needs it...)
I thought I had it set up, but when I make a call from a Shoretel phone, it goes out the SIP Trunks on the Shoretel side, hits the SIParator, in the packet capture on the SIParator, I can see the invite then being sent from the loopback address, to the loopback address... and never goes out the WAN side of the SIParator to the ITSP.
Anybody know what this loopback stuff is all about?
Thanks!
↧
↧
Call Volumes - Both Internal & External
14.2 build 19.41.5003.0 - We have had a few reports of call volumes fluctuating while a call is active. This issue has occurred between Caller A IP230 and an outside caller as well as Caller B IP560 and Caller C IP480G which are internal extensions. Users reported that it lasted for less than a minute each time. This has only been reported at one site. In checking into the issue a few days later, I see users are on different switches though that may have changed in the few days since the issue.
Ideas?
Ideas?
↧
AA Setup
Hello all. I've got a user who would like to make some changes to how their incoming calls are handled. Here's the skinny: between 8:00 am and 5:00 pm Monday-Friday she would like for the auto-attendant to answer and greet the caller with the menu that is currently setup and running without issue. Between 5 and 7:30pm Monday-Friday and all day Saturday, however, she would like incoming calls to be routed directly to an extension or hunt group. We currently have the number in question setup as a route-point which has been set to always direct calls to the AA. After reviewing this for a bit, I'm getting the impression that this isn't going to work on our current version of ShoreTel, at least without creating a new phone number. I'm currently working with ShoreTel 9.2 with Director 14.41. I know this is convoluted. I just need a second opinion and to make sure I'm not missing anything. Thanks for your help.
↧
How to display group name on phone's caller ID
I run a call center where agents have to state different company names when answering. As we scale out, I need a definitive answer on how the following is accomplished. It seems that sometimes the name of the group in contact center is displayed on the phone but for the most part it shows the calling party's caller ID. I know you can use the agent tool bar and it will show it there, but here most agents here like to use a hard phone and don't bother with the toolbar. How do I ensure the Contact Center Group name shows up on the caller ID display of the agent taking the call so they can know to answer the call appropriately?
↧
↧
Reception Intercom System
Hi,
We are currently trying to setup a kind of intercom system for our reception.
The idea is that there is a desk phone at reception. When a guest dials 333, all phones within the call center ring, awaiting someone to pick up.
333 is a Workgroup. The issue that i'm having is the status of the agents, that are part of that workgroup. Even if they are logged in, they're status has to be changed manually.
If we don't change it, they will stay in Wrap-Up after every call, and they will stay logged out unless we manually change the status to 'logged in' every morning.
Any ideas on how we can get around this?
Cheers,
James.
We are currently trying to setup a kind of intercom system for our reception.
The idea is that there is a desk phone at reception. When a guest dials 333, all phones within the call center ring, awaiting someone to pick up.
333 is a Workgroup. The issue that i'm having is the status of the agents, that are part of that workgroup. Even if they are logged in, they're status has to be changed manually.
If we don't change it, they will stay in Wrap-Up after every call, and they will stay logged out unless we manually change the status to 'logged in' every morning.
Any ideas on how we can get around this?
Cheers,
James.
↧
Muffled Sound
This is new install we did last week. We have installed 400 series phones and couple of IP 655 phone. Users are complaining about muffled sound. The QoS is in place. There is no packet drop or jitter. I also change the codec form G711 to G729. I could not figure out what causing this issue. Also it is happening to all phones and only on handset. Please help...
Thanks
Thanks
↧
Voicemail menus don't finish
We have an intermittent problem when users log in to their voicemail accounts. Most of the time the VM menus work normally but periodically they will just stop, usually after you hear "Main menu." If you know the menu options you can press the numbers and continue. This also appears to be affect saving voicemail greetings. Users will record a new greeting, approve it, but the message won't be saved. This problem seems to have started after upgrading to Shoretel 14.2.
Our Shoretel tech provider is at a loss as to how to fix this.
Our Shoretel tech provider is at a loss as to how to fix this.
↧
Issues with ShoreTel Cloud Adapter for Salesforce
Hi Everyone,
Has anyone rolled out the new cloud adapter for Salesforce and had success? I have it rolled out to my call center, but the client continually seems to crash. Basically, the team can use it to direct dial from Salesforce until it starts displaying a message that it cannot load and to contact the Systems Administrator. I talked to Salesforce support and they immediately gave me the whole "it's not our problem" speech.
I turned on logging for the client and have searched through without finding much of anything... the only errors I see are:
11:14:18.763 ERROR : 1417745332: setFocus: Browser focus inconsistent with Local Storage
11:14:18.765 ERROR : 1417745332: setFocus: Browser focus list: [ 1417745332, null, 2064538602, 1495952393, 262848444, 322054587, 1396649580, 85129311, 206871291, 212417204 ]
11:14:18.766 ERROR : 1417745332: setFocus: Local Storage focus list: [ 68869762, 1807553629, 2123542023, 1417745332, null, 2064538602, 1495952393, 262848444, 322054587, 1396649580 ]
11:14:18.767 ERROR : 1417745332: setFocus: Force Focus update in Local Storage
The only way to recover is to close the browser completely and reopen. We've tried in both IE and Chrome.
Anyone else having similar pain?
Has anyone rolled out the new cloud adapter for Salesforce and had success? I have it rolled out to my call center, but the client continually seems to crash. Basically, the team can use it to direct dial from Salesforce until it starts displaying a message that it cannot load and to contact the Systems Administrator. I talked to Salesforce support and they immediately gave me the whole "it's not our problem" speech.
I turned on logging for the client and have searched through without finding much of anything... the only errors I see are:
11:14:18.763 ERROR : 1417745332: setFocus: Browser focus inconsistent with Local Storage
11:14:18.765 ERROR : 1417745332: setFocus: Browser focus list: [ 1417745332, null, 2064538602, 1495952393, 262848444, 322054587, 1396649580, 85129311, 206871291, 212417204 ]
11:14:18.766 ERROR : 1417745332: setFocus: Local Storage focus list: [ 68869762, 1807553629, 2123542023, 1417745332, null, 2064538602, 1495952393, 262848444, 322054587, 1396649580 ]
11:14:18.767 ERROR : 1417745332: setFocus: Force Focus update in Local Storage
The only way to recover is to close the browser completely and reopen. We've tried in both IE and Chrome.
Anyone else having similar pain?
↧
↧
FindMe Music on Hold
How do you change the "Find Me" music on hold? I want it to be different from the main company or user group. I'm in a separate user group now w/ a different music on hold and for whatever reason when Find Me kicks in, it doesn't play my actual assigned music on hold.
↧
ecc scripts not playing wav files
I have inherited this contact center and on building a new IVR I discovered a strange problem. It appears a lot of my scripts that are simply used to play wav files are not playing anything. This was very confusing as I would call the route point to test the IVR and connect but get dead air I thought it was my config so I tried all kinds of different configs. I later figured out that a lot of my scripts for some reason are playing dead air. This includes the sample music script. I created a new script using the same wav file and it plays?? Now I need to through through all of my scripts and try to figure out what is working and what is not.. Has anyone seen this before or have any ideas?
↧
DTMF digit length for Fax Server
I have a customer with a Fax Finder Analog Fax server. He is using active directory and it is populating the fax ext as 10 digits. The carrier is only sending 4 digits in on the PRI. Can the ShoreTel collect those 4 digits and convert them to 10 digits and send those 10 digits to the fax server? I am guessing not having tried several things. The only other option is having the carrier send in 10 digits which will require lots of reprogramming other parts of the database.
I realize an IP Fax Server with SIP trunks I can use translation tables.
I realize an IP Fax Server with SIP trunks I can use translation tables.
↧
Deleted Agent Stuck in Queue Monitor
So this is an interesting one (for me at least). One of my call center supervisors was monitoring their agents in a queue and noticed an agent that is no longer employed here still in this queue. This agent was deleted a long while ago so the agent does not appear in the users section in director. I was wondering if anyone has seen this before and what they did to get rid of this ghost in the machine.
↧
↧
Extensions starting with 0
While I don't recommend it, I have a customer that would like to have their extensions starting with 0. Is there a way?
↧
Workgroup voicemail messages questions
A couple quick meesages:
First, is there a way to tell who deleted a workgroup voicemail? I am assuming that they used communicator. I did not see anyone log in looking at the TMSNCC logs. Appearantly this is an issue as they are assuming that the Shoretel is not purging deleted messages. I thought I figured out who it was, but they are saying that this agent did not delete any messages.
Also, can an agent empty the deleted messages folder? They do not have this option that a user has when right clicking on the Deleted Messages folder. I manually purged the messages for that workgroup.
Lastly quick one, I can't find the documants on Shoretel support that states when the deleted messages folder is purged.
First, is there a way to tell who deleted a workgroup voicemail? I am assuming that they used communicator. I did not see anyone log in looking at the TMSNCC logs. Appearantly this is an issue as they are assuming that the Shoretel is not purging deleted messages. I thought I figured out who it was, but they are saying that this agent did not delete any messages.
Also, can an agent empty the deleted messages folder? They do not have this option that a user has when right clicking on the Deleted Messages folder. I manually purged the messages for that workgroup.
Lastly quick one, I can't find the documants on Shoretel support that states when the deleted messages folder is purged.
↧
Can I transfer a caller directly into a user's voicemail?
I have an Assistant and a Supervisor. When the Supervisor is out of office the call handling mode sends them to the Assistant but if the caller tells the assistant "I want to leave a message in their mailbox" when the Assistant transfers to the Supervisors extension it just loops back to the Assistant because of the rules in the call handling mode. Any suggestions/work arounds?
↧
Installing certificates......not so straight forward
There is no great documentation on this so I am hoping someone has run into this before. Before I start, I have fully reviewed the Admin guide chapter 7 but again, this isn't very clear. What I have done before has worked without an issue but trying this again on multiple mobility routers is not working. First, I generated a CA then, I go to Standalone>Remote, generate a CSR and submit this to a 3rd party for an external certificate. Once I receive the cert, I open in notepad and paste in all delivered cert including the private key from the original CSR. It states the cert was imported successfully and needs to restart. It restarts but when I return to the Certificate section, it states a default certificate is in use?? It shouldn't be, I just imported one. Any ideas?
↧
↧
pros and cons for using ingate siperator for an SBC versus an adtran hardware SBC
What am i looking at setting up Ingate's Siperator versus getting the Adtran router with SBC card in it from my carrier?
Curious on advantages/disadvantages and experiences among the community. I'm using Century Link for my carrier.
Doesn't seem like there's much of a spending difference for either option.
Thanks!
Curious on advantages/disadvantages and experiences among the community. I'm using Century Link for my carrier.
Doesn't seem like there's much of a spending difference for either option.
Thanks!
↧
Queue Call Stuck in Queue Monitor
Has anyone seen a call stuck in Queue Monitor (Workgroups) for hours and not release? HOWEVER, the call isn't physically there...Queue Monitor just won't release it until everyone exits Communicator. Happens about 6-10 times a year.
↧
SG-50 Switch - Connection Problem on New Installation
We recently installed a ShoreTel phone system at our main office and at two remote offices. The main office contains the ShoreTel server and Voice Switches, while the remote offices only have voice switches. The main office is connected to the remote offices via an MPLS network.
The phone system works fine at the main office but the voice switches at the remote offices show as “Lost Communications” in the ShoreTel Director. The ShoreTel server never detected the voice switches at the remote offices. I can ping, lsp_ping, and trace route both ways from the main office to the remote offices. We have a SonicWall at the main office, which is responsible for routing. There are no dropped or blocked packets relating to the ShoreTel equipment in the SonicWall log.
Please see the debug log below. The main issue in the debug log appears to be an RPC issue. I have seen other posts regarding routing or firewall issues but I have been unable to locate a firewall or routing issue since the recommended network tests work. I’d like to determine if the issue with the SonicWall, MPLS, ShoreTel, or something else. I’ve contacted SonicWall support, ShoreTel support, and the MPLS support and each says everything checks out fine and blames the other for our issues. Is there anything further I can do to determine a specific issue that is causing this so that I can provide it to our support? What is the specific RPC issue the debug log is indicating?
Thanks!
Device Experiencing Issue:
ShoreTel SG-50
Firmware: 19.43.4002.0
BootRom Verson: 1.1.3.29
Boot Base Version: 3
CPU Board: Rev 2.1.70
Ping Test:
I can ping the ShoreTel server at the main office from the voice switch at the remote office.
LSP_Ping Test:
I can lsp_ping from the remote office voice switch from both the ShoreTel server and the main office voice switches. There are no missing or dropped packets.
Trace Route Test:
A trace route is successful in both directions, to and from the remote office voice switch.
routeShow Test:
Test shows correct route.
Packet Capture:
Shows two way RPC traffic over the MPLS between the ShoreTel main office and the ShoreTel site office.
Debug Log from the Remote Voice Switch: (172.168.115.10 is our ShoreTel Server)
NEC_CONNECT[EXT] from 172.168.115.10:64632, c0a8730a to c0a8cd0c, prior was 172.168.115.10:64597, connect new sock 23, up failed
bsetenv(cntrlsrv, 172.168.115.10) returned 0
bsetenv(serverip, 172.168.115.10) returned 0
ERROR: src=TMSD, eventid=0xc100006c , str=(TMSD: error in function tmsd_svc_tms_connection_up(), failed to create rpc client)
bsaveenv() success.
Setting cntrl serverip [172.168.115.10] l_ulSwVerHigh[19]
tmsd_svc_ping_tms clnt_handle not valid
tmsd_svc_tms_connection_down(EXT, "expired_timers FRI JAN 02 03:00:17 1970", -1): conn 1, rp# 276 [172.168.115.10:64632]
NEC_RELEASE_CCO, from external TMS, ncc_fd= 121
The phone system works fine at the main office but the voice switches at the remote offices show as “Lost Communications” in the ShoreTel Director. The ShoreTel server never detected the voice switches at the remote offices. I can ping, lsp_ping, and trace route both ways from the main office to the remote offices. We have a SonicWall at the main office, which is responsible for routing. There are no dropped or blocked packets relating to the ShoreTel equipment in the SonicWall log.
Please see the debug log below. The main issue in the debug log appears to be an RPC issue. I have seen other posts regarding routing or firewall issues but I have been unable to locate a firewall or routing issue since the recommended network tests work. I’d like to determine if the issue with the SonicWall, MPLS, ShoreTel, or something else. I’ve contacted SonicWall support, ShoreTel support, and the MPLS support and each says everything checks out fine and blames the other for our issues. Is there anything further I can do to determine a specific issue that is causing this so that I can provide it to our support? What is the specific RPC issue the debug log is indicating?
Thanks!
Device Experiencing Issue:
ShoreTel SG-50
Firmware: 19.43.4002.0
BootRom Verson: 1.1.3.29
Boot Base Version: 3
CPU Board: Rev 2.1.70
Ping Test:
I can ping the ShoreTel server at the main office from the voice switch at the remote office.
LSP_Ping Test:
I can lsp_ping from the remote office voice switch from both the ShoreTel server and the main office voice switches. There are no missing or dropped packets.
Trace Route Test:
A trace route is successful in both directions, to and from the remote office voice switch.
routeShow Test:
Test shows correct route.
Packet Capture:
Shows two way RPC traffic over the MPLS between the ShoreTel main office and the ShoreTel site office.
Debug Log from the Remote Voice Switch: (172.168.115.10 is our ShoreTel Server)
NEC_CONNECT[EXT] from 172.168.115.10:64632, c0a8730a to c0a8cd0c, prior was 172.168.115.10:64597, connect new sock 23, up failed
bsetenv(cntrlsrv, 172.168.115.10) returned 0
bsetenv(serverip, 172.168.115.10) returned 0
ERROR: src=TMSD, eventid=0xc100006c , str=(TMSD: error in function tmsd_svc_tms_connection_up(), failed to create rpc client)
bsaveenv() success.
Setting cntrl serverip [172.168.115.10] l_ulSwVerHigh[19]
tmsd_svc_ping_tms clnt_handle not valid
tmsd_svc_tms_connection_down(EXT, "expired_timers FRI JAN 02 03:00:17 1970", -1): conn 1, rp# 276 [172.168.115.10:64632]
NEC_RELEASE_CCO, from external TMS, ncc_fd= 121
↧