Agent State
Hello all. I'm a ShoreTel newbie so I apologize if this seems obvious. I need to confirm that the only way to enable the "agent state" functionality i.e. the ability for the user to manually change...
View ArticleSIP Trunk
One of our client wants to buy 2 SIP trunk licenses. In new - Half rack switches we have the built in capacity; so we can select how many trunks we want to configure in the system but in old - Full...
View ArticleAuto-Attendant forwarding to an outside number
I have a client that wants to have a recording of that lists their divisions with the option to call them from the auto-attendant menu, such as Press 1 for the Southwest division. And when you press 1...
View ArticlePaging groups
How about optioning for multicast instead of unicast to get around resources or bandwidth limiting size of a paging group? Far simpler IP systems can do that.
View ArticleSip trunk to Asterisk
Hi, i configured a sip trunk asterisk on Sip Server. This Communication works regularly. From the contact center i created a script (GCCS) that calls the Sip Trunk. For each call i would like to be...
View ArticleMusic on Hold Implementation
So I was told to turn off MOH when we got everything setup and working on our UC20 Server/Shoretel System. This was fine by me as it was just another thing I was going to have to become familiar with...
View ArticleHow does inbound caller ID get manipulated by contacts in Outlook or in...
I've noticed that incoming calls and also call history both on the IP sets and Communicator seem to be manipulated from what the carrier is sending if the number hits a match with either an Outlook...
View ArticleExternal Routing Call
Hi, I am creating a service that external routing call . In the case where the number called is busy or not answer should i transfer it to a queue o play file. How do I do that? Regards, Luca Valerio.
View ArticleFull Duplex Single Line Phone
Is anyone using a "non' Shoretel single line phone that is full duplex?
View ArticleVoicemail prompts
I have been asked to remove the Shoretel branded voice prompts on our system. The reason is because it makes it seem as though callers are being transferred to a third party instead of to one of our...
View Articlepcap for an IP480 when booting up
Does anyone have a pcap from and IP480 (or any p-series phone) that they can share with me? I am out on an install and will not be back in my lab at the office to get one. I am having some major issues...
View ArticleSilent remote install of ShoreTel Communicator...
Good afternoon, I have several questions about the installation of a silent remote install of ShoreTel Communicator. A little background about our environment. I use roaming profiles. I have always...
View ArticleCitrix and Communicator
We use XenApp 6.5 on Windows Server 2008. When we first installed Communicator, we had the problem of the ShoreTel.exe application hanging on the server. Clicking the x minimizes it to the system tray...
View ArticleShoretel software can only be installed on the C: partition?! (64bit OS)
Just upgraded a customer to the latest 14.2 and TMS.exe keeps crashing. All shoretel software is installed on the E: drive. Then I found out from the TAC that all software has to be on the C: drive....
View ArticleAfter Call Survey
Does anyone know how to achieve an After Call Survey that will show which Agent transfered the call to the survey (ECC script) in the report?
View ArticleRecordings no longer going to exchange email box.
This started when we were on 12 on a physical server. For years we've had a record button, and when the rep hit it, it sent a recording to the "ccmailbox" and a copy to ccmailbox@company.com as a WAV...
View ArticleHold before Queue
So I have a toll free number calling in to an AA menu, then the option to go to a workgroup. I am recieving reports that callers have been on hold for 20 minutes or so before they enter the queue. I...
View ArticleOn-Call Rota within ECC
Afternoon all, Looking for a advice or a walk throu on setting up an on-call rota from within ECC. I'm used to using nortel/avaya ccms for this kind of work but now i'm working on shoretel and I'm...
View ArticleShellshock / Virtual Colaboration Switch
Has anyone managed to patch their colaboration virtual switch against the Shellshock bash vulnerability. Wind River linux is vulnerable, Shoretel has a bulletin out but I am unable to see it from my...
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