You can hardly install a Automated Attendant with out creating the Audio files!    If you have looked at any of our videos on setting up the ShoreTel Enterprise Contact Center, you know that we urge you to create all of your audio files before you start setting up your Contact Center Services!   Making recordings should be easy enough, but ShoreTel wants to have the wav file in a specific format:  CCITT-mulaw, 8Khz, 8bit Mono.  This is easy enough [...]

When installing a Shoregear switch, one of the parameters that you enable is to indicate which server is to manage this switch!    Normally this is no big deal, but with the V switch, you need to pay attention to this parameter as it will impact your Automated Attendant and Hunt Groups. Let us assume we have a V switch installed in Dallas, Texas which is in the CST zone.    If this switch is managed by a server in [...]

I would like to kill  call center challenges with one blog!   In many call center environments, it is possible that an agent has a Direct in Dial (e.g. DID) number that a client might call and by pass the entire call center process!   For a call center manager, this is very frustrating!  Your create a Contact Center to organize the flow of calls to your Technical Assistance Center, and clients by pass the process by calling your Agents/technicians [...]

This is a follow up post to an earlier post on LLDP-MED. VoIP phones on the market today follow the same basic boot and operations process: 1 – Wait for an LLDP packet from the Ethernet switch 2- Send a DHCP discovery packet to find the DHCP Server 3- Send a DHCP request to the DHCP server to get an IP address 4- Send an LLDP-MED packet to the Ethernet switch 5- Wait for an LLDP-MED packet from the Ethernet [...]