Henry Roberts

Henry Roberts
Professional Services & Implementation ShoreTel Certified Implementation Specialist – UC ShoreTel Certified Support Engineer – UC Interactive Intelligence – Pure Cloud Professional – Ask me how Interactive Intelligence can bring the next level of intelligence to your call center
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Recent Posts

Firewall And Endpoint Protection

Posted by Henry Roberts on Feb 14, 2018

What You Can Trust If Not the Firewall?

For a long time, we have been comfortable believing that our firewall/IPS is protecting us from outside attackers. Now we know that it is not always the case. With the release of the NSA and the CIA’s hacking tools we have found that many popular firewall/IPS manufacturers' devices had long standing vulnerabilities that were actively being exploited. 

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Tags: Vigilant, Cyber Security

How to statically assign 400-series Mitel desk phone

Posted by Henry Roberts on Feb 6, 2018

Step by step video instruction of how to assign 400-series Mitel (ShoreTel) desk phone

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Tags: Video, Mitel, How-to

Mitel EoL VPN Concentrator

Posted by Henry Roberts on Jan 26, 2018

Trade-in program for Mitel End-of-Life appliance

The Mitel (ShoreTel) VPN Concentrator has reached its end-of-sale point in January 2017 and moving toward its end-of-life date by the end of June 2018. For Mitel (ShoreTel) users who had or are planning to migrate to a Connect Platform, it means that this appliance will work with Connect, however, the new appliances and the associated licenses are no longer sold by Mitel.

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Tags: Mitel

Mitel Teamwork App Overview for MiCloud Connect

Posted by Henry Roberts on Jan 2, 2018

Mitel Teamwork is a collaboration mobile app for MiCloud Connect users. It provides a virtual place where teams can post messages, assign tasks, and share files. Mitel Teamwork increases cross-team productivity and delivers on-demand scalability and security.

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Tags: Video, Mitel

How to Change the IP address in Mitel Connect

Posted by Henry Roberts on Dec 15, 2017

The steps below outline the process for changing the HQ Server IP address on ShoreTel Connect.

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Tags: Mitel, How-to

Mitel Teamwork App for MiCloud Connect Users

Posted by Henry Roberts on Dec 7, 2017

Introducing Teamwork, Mitel MiCloud Connect New Collaboration App

The Mitel Teamwork app was recently introduced exclusively for MiCloud Connect users. It provides a virtual place where teams can post messages, assign tasks and share files.

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Tags: Video, Mitel

Velocloud Administration and Status Interface Overview

Posted by Henry Roberts on Nov 9, 2017

In this video we are going to take a look at the Velocloud SD-WAN administration and status pages to see the information it can give us about our networks.

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Tags: SD-WAN, Video, VeloCloud, How-to

ShoreTel & Microsoft Dynamics Integration

Posted by Henry Roberts on Oct 26, 2017

ShoreTel Integration Series

The ShoreTel CRM Client provides automatic lookup of the telephone numbers of calls made and received by the customer in their Microsoft Dynamics CRM data store and based on the results, can provide screen pop notification to allow CRM users to navigate to associated records at the click of a mouse.

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Tags: Mitel, How-to

PureCloud Plugin for Chrome

Posted by Henry Roberts on Jul 14, 2017

Tiny web client with many features

Since PureCloud launched their plugin for Chrome browser, you no longer need to keep PureCloud page open to make and receive WebRTC call. This allows you to focus on the other webpages and applications you use while interacting with the customer and keep the agent management software out of the way.



How it works

Below are the the screenshots that demonstrate some of the PureCloud Chrome extension basic functionality. 

Function buttons from left to right: 

  • Pickup
  • Hold
  • Mute
  • Transfer
  • Hang-up
  • Record
  • Secure Pause
  • Dial pad


1. You can quickly and easily manage your availability status. 

2. The application gives an audio and visual alert to an incoming call as well as the call queue the call was received in.

3. At the end of the call you can select your wrap code.

4. The Chrome application can be used to make calls either as yourself or on behalf of a queue.

5. You can also select the queues you would like to be logged in to.

About PureCloud

PureCloud is the ideal solution for the small contact centers. It's the cloud-based communication solution built on AWS microservices which makes it scalable, reliable and afordable for businesses of any size. It brings to the table a number of features that used to be third party integrations for the premise contact centers and were available only for big business monsters.

If you'd like to learn more about PureCloud's advantages and functionalities
give us a call at 866-510-85-47 or request a demo

Request Live PureCloud Demo

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Tags: PureCloud

How-to: start (MITEL) ShoreTel Connect Client automatically with Windows

Posted by Henry Roberts on Jul 3, 2017

How to make the ShoreTel connect Client start automatically with Windows.

If you updated your ShoreTel (Mitel) system to ShoreTel Connect version, you know that ShoreTel Connect Client doesn't have an option "Start automatically with Windows". We still can get the Client start with Windows though. 

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Tags: Mitel, How-to