Hacking ShoreTel with Wireshark or Trouble Shooting One way Audio.

August 19th, 2014

When I was a little kid, back when there was black and white TV sets and 33 RPM records, I was always amazed at the work of the telephone company repair man! At that time there was only one Phone Company. When they sent a repair man out your house he arrived in a drab olive trunk like those used by the Army. The telephone repair man had a belt of tools including a very Kool line mans “butt set” […]


Can you create a “killer” Contact Center Script?

July 17th, 2014

Most Scripting engineers working with Contact Center deployments built on CISCO UCCX, ShoreTel ECC, or Avaya have amassed a collection of script subroutines.  These subroutines are used over an over, from script to script to avoid having to recreate them for each new deployment.   Most every script needs to check a holiday schedule, check for Service Level parameters and update language options.  Why not have your new script call on one of your existing library scripts, a technique used by […]


Run ShoreTel on Vmware Player or Oracle VirtualBox!

July 14th, 2014
ShoreTel Virtual Machines

With the release of ShoreTel Version 4.2 the company introduced the concept of virtual appliances. These software objects, had the potential of replacing the Orange ShorGear hardward boxes that typically characterize a ShoreTel deployment. The wisdom of trading the power of dedicated hardware based digital signal processing chips for the variable power of a shared computing resource aside, there are any number of advantages to using “virtual machines”. Currently ShoreTel supports Vmware ESXi and Hyper-V, so we thought we would […]


SIP as a Disaster Recovery Strategy? EtherSpeak answers the call!

May 30th, 2014

As a standard deployment practice, we at DrVoIP implement SIP trunks as a “fail over” on every system we install.   As reliable as your PRI circuit has been, they do fail from time to time!  In fact, we recently lost 27 PRI’s at a major San Diego Hospital when a carrier ( who’s name will remain anonymous) experienced a fiber cut taking out most of their clients in the region!  Stuff happens!   Having an alternative circuit in place […]


Free Tools for Network Monitoring and VoIP assessments!

May 8th, 2014

A network assessment and a trouble shooting effort are differentiated only by a matter of time an the level of urgency.   Effective network administration means that you are always troubleshooting and always proactively looking for anomalies that can negatively impact the quality of service on your network, trash your voice and video communicates;  and compromise the confidentiality and integrity of your data!   A network assessment should be a proactive, around the clock activity of monitoring bandwidth utilization, network […]


Holiday Check script is a great learning tool!

April 24th, 2014

Most VoIP Engineers are not necessarily Software Engineers, so bringing up a Contact Center and scripting it are usually done by two different types of engineers.   Scripting engineers tend to have backgrounds in software development with formal education in programming structure and practices.  A solid experience in Java, PHP, Perl, SQL and other languages is very different that having a background in IP networking, telecommunications, QOS and MPLS!   That is not to say their are not Engineers that […]


Top 5 Trends Transforming your Contact Center!

April 9th, 2014

The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react.   Most contact centers are still using 1990 thinking in a 2020 world!  The adoption rate of Smartphones, customer satisfaction scores through social media,  wide availability of video options, and the mobility of customer demographics are terrorizing your call center and what are you doing about it?  Still routing phone calls based on Area Code?   […]


Sending Text Messages to your Contact Center?

March 13th, 2014

We recently had an opportunity to create an emergency notification text messaging system for a financial service application built on ShoreTel iPBX and ECC technology. The requirement was to push out text based alerts to individual or groups of ShoreTel phones based on external events. These were typically stock tick updates and very time sensitive! The requirements document also required the ability to send text messages on manually on demand. The text messages would either be created by the Receptionist […]


Slamming it with ShoreTel Call Manager desktop deployment option!

March 7th, 2014

One of the challenges in any ShoreTel deployment is the desktop Call Manager client installation.   You can breeze through the complexity of a ShoreTel multi-server, multi-site deployment only to be foiled when the desktop clients need to be installed or updated.   Nobody wants the thankless task!  As most users do not have Local Administration rights to install software on their desktop machines, the system administrator gets a new task.   So it is either “sneaker net” or an […]


UCCX Cheat Sheet – Agent Log-in in using Extension Mobility!

March 5th, 2014

There is a two step process for logging into the systems if you are a mobile worker.   The first step is to log into a Telephone and make the phone your Extension number.  The Second Step is to log into the CISCO Agent Desktop (i.e. CAD) and make yourself ³Ready² to receive calls from the Contact Center. Step One:  – GoTo the phone you are logging into and press the button labeled ³services².  This will bring up a list of […]


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