Wondering if anyone else is experiencing one-way audio and dropped calls on 485G phones. We have isolated the issue to the handset as the problem follows the device, not the port, or user. If we swap the phone type with another user, the problem transfers to the new user of the 485G phone.
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IP485G - Dropping calls?
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Using Alaw for SIP trunks UK/Europe
Hi All,
I'm running into a few issues around SIP trunking in the UK. Most providers here will only provide SIP trunks with Alaw not Ulaw. We've found issues around transfers etc. Anyone else having similar issues in the UK? We've talked our provider into giving us Ulaw but every now and then someone from their end goes in and puts it back to the Alaw standard and it all comes to a grinding halt..
I'm running into a few issues around SIP trunking in the UK. Most providers here will only provide SIP trunks with Alaw not Ulaw. We've found issues around transfers etc. Anyone else having similar issues in the UK? We've talked our provider into giving us Ulaw but every now and then someone from their end goes in and puts it back to the Alaw standard and it all comes to a grinding halt..
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Making mass changes in Director
I have a question regarding making a mass change. What are some ways you all make changes across the board? One example is Outlook Automated Call Handling. We do a lot of testing with this and every time we have to click each individual user and go to personal options to manually (un)check the box. I have asked our provider, from whom we have support, and they have stated that this is the only way to do it. Since ShoreTel is a proven enterprise level solution, I have a hard time accepting this answer. In my opinion, there has to be a tool out there to assist in making these types of changes across the board without having to click each user.
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Out of Compliance Issue
We are looking into using a work group for our call center instead of a hunt group. I setup the work group and added agents and a supervisor which put are licenses out of compliance in Director. We are not going to be able to test the new work group for a while and I wanted to remove all agents and supervisors so that we would be back in compliance but after doing this Director is still showing that we are out of compliance. It says I need to purchase 6 agent and 2 supervisor licenses. If been messing around for a while now and can't get it to recognize that the created items have been deleted.
Does anyone know why it would still be saying we are out on compliance and how to fix the issue?
Does anyone know why it would still be saying we are out on compliance and how to fix the issue?
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Uploading MOH
I'm unable to upload a .wav file for MOH. When selecting the file, the file field, save and play button turn gray, but no file ever loads. I've confirmed the file is the right format/codec. I receive no error messages. I've tried to use a different version of IE and compatibility mode as well as disabled anti-virus to no avail. Any ideas?
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How can I block external numbers in a ShoreTel IP Phone 420?
Hi there,
I have some users receiving spam calls from external numbers, numbers from out of our network, and I can't find the option in the Admin panel to ban some external numbers, can anyone give me a hand please?
Kind regards,
Angel
I have some users receiving spam calls from external numbers, numbers from out of our network, and I can't find the option in the Admin panel to ban some external numbers, can anyone give me a hand please?
Kind regards,
Angel
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You guys had any schedule problems on 14.2 (19.43.4002.0)??
Hi Guys,
I am having a strange thing going on. If I assign a schedule to a Route Point or Auto Attendant menu for normal hours, it is sending everything to the off-hours destination regardless of hours set in the schedule. I created a new one from the ground up just to be sure and it was doing the same thing. This is a remote site with a SG-90 and a DVS. System date and time are all correct.
Any thoughts???
I am having a strange thing going on. If I assign a schedule to a Route Point or Auto Attendant menu for normal hours, it is sending everything to the off-hours destination regardless of hours set in the schedule. I created a new one from the ground up just to be sure and it was doing the same thing. This is a remote site with a SG-90 and a DVS. System date and time are all correct.
Any thoughts???
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TTY/TDD
I'm searching for a vendor of TTY/TDD systems compatible with Shoretel.
Does anyone in the group have some recommendations or experiences to share?
Thanks,
ka
Does anyone in the group have some recommendations or experiences to share?
Thanks,
ka
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Formatting text in shoretel CC Chat
Has anyone been able to get the agent or user chat to have individual colors for each? We are using version 8 and we are formatting using CSS. Thanks!
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ECC script to test the length of the entered password.
Customer enters a 7 or 9 digit password. (Get digits and store in CP-pwd) I then need to check if they entered a possible valid number. For example before I send the CP to a factory hook, I need to test the length of the password. Is it = to 7 digits long or is it = to 9 digits long. I don’t care at this point if the password is correct I just need to know that it is a good possible value.
If they enter a password of anything other than 7 digits or 9 digits long the call will not be routed to the factory hook.
I have looked at using a logic switch and decision block but neither seem to give me an option to test the length of the entered password.
If they enter a password of anything other than 7 digits or 9 digits long the call will not be routed to the factory hook.
I have looked at using a logic switch and decision block but neither seem to give me an option to test the length of the entered password.
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Queue Monitor - other windows not automatically opening upon sign-on
I am stumped on one user of ours... We have it setup so Shoretel starts and signs the user in when logging into windows, however the Agent Monitor and Queue Monitor do not automatically popup (among other windows they use). All of our other users have these settings saved upon logging off for the night - the next morning they come in and their Shoretel setup looks the same as when they logged off. I just can't figure out this user. Is this a setting within Shoretel or is this maybe a Windows issue? Thanks
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Vulnerable mysql Shoreware 19.43.7902.0
Due to multiple mysql vulnerabilities present in 13.3, we did an upgrade on a virtual server to 14.2 to see if any of these issues were fixed. After running a nessus scan It appears that not only do the vulnerabilities still exist, mysql appears to be listening on more ports than it was previously. Shoretel is currently using mysql 5.1.46sp1. 5.1.X was EOL in Dec 2013, with the most current versions being 5.5/5.6. Is there any way to upgrade mysql independent of ShoreWare?
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SA100 Presenter Desktop Sharing on Chrome
Having an issue when using Chrome with the conference bridge presenter mode, and sharing the desktop. You get a security pop-up that flashes then goes away too quickly to respond "External Protocol Request". You can't progress to the desktop sharing. Anyone know how to handle this within Chrome?
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Second Call Ringing
I know there is a "Call Waiting tone" that can be enabled or disabled. But is there a way to turn off the Call Waiting Tone and have the phone actually ring? Basically we have a user that when they're on their phone talking with a client and another call rings to her phone, they would like to have her phone actually ring as if they weren't on a call.
Thanks!!
Thanks!!
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Shoretel being shopped out???
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Active Directory Integration Without Joining Domain?
Hello -- I used to have AD integration enabled on our Shoretel setup and then we migrated from ShoreTel 12.3 on Server 2003 appliance to 14.2 on Server 2008R2 virtualized and never joined the ShoreTel box to the domain per the recommendation of our vendor. Is there a way to enable AD integration without actually joining the ShoreTel VM to our domain? All of the guidance I have seen so far requires it to be domain joined and have a trust created.
Thanks,
Travis
Thanks,
Travis
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Call to workgroup over SIP trunk into shoretel goes to shoretel voicemail service
So i have an asterisk box configured with several SIP trunks belonging to different providers. I have shoretel trunk i setup that has 44 lines available and connects calls coming in on those various SIP trunks through to the shoretel phone system. The calls work no problem, we can even use the trunk for outbound calls in shoretel.
So in asterisk you can configure MISC destinations, so we have caller ID numbers setup as inbound routes that point to a MISC destination that goes to the shoretel trunk which then dials a workgroup number on the shoretel system. Again this work fine. I can even set it to call auto-attendant menus. The issue we are having is that if no one in the workgroup answers, instead of going to the workgroup voicemail box, the voicemail system answers, says "welcome to the shoretel voicemail system", then prompts for the user extension.
If i point the destination to an auto attendant with, say option 6 setup to go to a workgroup, if i press option 6 and no one answer the workgroup call, the call doesnt even go to the workgroup voicemail, it just goes back to the menu.
So it seems like there might be an option missing, either on the trunk between systems or the incoming trunks. I tried a few things on the shoretel system, but it doesnt seem like any setting i set in shoretel has an effect on the situation.
I followed this guide to create the shoretel trunk to asterisk: http://pbxinaflash.com/community/ind...tel-piaf.9572/
EDIT:
Welp, i figured it out, i just needed to change the SIP profile in the shoretel trunk group to AT&T instead of Systemtrunk. Calls now go to the voicemail as needed. I just need to verify everything else is working. I think its the DontFwdRefer being set to 0 because the AT&T one is set to 1, course there are other settings in the AT&T one that are also set to 1.
So in asterisk you can configure MISC destinations, so we have caller ID numbers setup as inbound routes that point to a MISC destination that goes to the shoretel trunk which then dials a workgroup number on the shoretel system. Again this work fine. I can even set it to call auto-attendant menus. The issue we are having is that if no one in the workgroup answers, instead of going to the workgroup voicemail box, the voicemail system answers, says "welcome to the shoretel voicemail system", then prompts for the user extension.
If i point the destination to an auto attendant with, say option 6 setup to go to a workgroup, if i press option 6 and no one answer the workgroup call, the call doesnt even go to the workgroup voicemail, it just goes back to the menu.
So it seems like there might be an option missing, either on the trunk between systems or the incoming trunks. I tried a few things on the shoretel system, but it doesnt seem like any setting i set in shoretel has an effect on the situation.
I followed this guide to create the shoretel trunk to asterisk: http://pbxinaflash.com/community/ind...tel-piaf.9572/
EDIT:
Welp, i figured it out, i just needed to change the SIP profile in the shoretel trunk group to AT&T instead of Systemtrunk. Calls now go to the voicemail as needed. I just need to verify everything else is working. I think its the DontFwdRefer being set to 0 because the AT&T one is set to 1, course there are other settings in the AT&T one that are also set to 1.
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Workgroup not ringing for one member
Hey all,
I have a user who is a member of several workgroups. When calls come in to the workgroup, all the other members ring except this one agent. Direct calls to his DID are successful. In reviewing the workgroup logs, I see that when calls hit the workgroup this agent is not included. So, it appears that although Shoretel Director shows the agent as being in the workgroup (and I have removed and re-added them to be sure), mechanically the server is not including his extension when it rings the group.
Has anyone seen something like this before, or have any ideas? Restarting the phone and re-adding to the group have not resolved. Thanks!
I have a user who is a member of several workgroups. When calls come in to the workgroup, all the other members ring except this one agent. Direct calls to his DID are successful. In reviewing the workgroup logs, I see that when calls hit the workgroup this agent is not included. So, it appears that although Shoretel Director shows the agent as being in the workgroup (and I have removed and re-added them to be sure), mechanically the server is not including his extension when it rings the group.
Has anyone seen something like this before, or have any ideas? Restarting the phone and re-adding to the group have not resolved. Thanks!
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Microsoft Jet database engine error when attempting Excel lookup
I am receiving an error "The Microsoft Jet database engine could not find the object 'RPG'. Make sure the object exists and that you spell its name and the path name correctly".
The Excel file name is RPG and the only sheet in the file is also called RPG. Anyone have experience with this error and why it's having issues seeing the table? I saved the file as .xls and tried both "Driver do Microsoft Excel" and "Microsoft Excel" ODBC drivers.
Please resond if anyone has any ideas, it would be greatly appreciated!
The Excel file name is RPG and the only sheet in the file is also called RPG. Anyone have experience with this error and why it's having issues seeing the table? I saved the file as .xls and tried both "Driver do Microsoft Excel" and "Microsoft Excel" ODBC drivers.
Please resond if anyone has any ideas, it would be greatly appreciated!
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Anyone have experience with SJS wallboards?
Our partner likes them, but they are pricey at about 30k for the requirements we have (4 TV displays and agent desktop displays). Agent Manager is not very good from far away and Agent Dashboard through CCIR is extremely basic. Anyone have any experience with this company?
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