Contact Center redundancy

Posted by Sean Lane on Aug 1, 2017

New settings for Contact Center redundancy in ShoreTel Connect Onsite

Contact Center redundancy in ShoreTel Connect works differently than in 14.2 version. When upgrading to ShoreTel Connect, you should pay attention to some details to ensure Contact Center redundancy is not compromised. Otherwise there is a risk that Contact Center may fail when an outage occurs. Below we explain how Contact Center redundancy works in ShoreTel Connect and what steps are required to keep it going. 

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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

Tech alert: shoretel mobility

Posted by Henry Roberts on Apr 21, 2017

Mobility voicemail login error

The latest release of the IOS ShoreTel Mobility client has a software defect that has been generating calls into our Tech Support.

App version

This applies to ShoreTel Connect version 9.1.7 Build 100.

What happens

When checking voicemail the refresh pull down generates a Communicator login error.

The user is prompted to enter their password and then is given the message “Cannot logon to server. Please check your Account settings or try again later."

This will be fixed in the next client software release and is currently in beta testing.

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Tags: Mitel

ShoreTel and Skype for Business

Posted by Henry Roberts on Apr 20, 2017

ShoreTel Integrations Series

Mitel (ShoreTel) Connect integrates with Skype for Business easily and in very little time. The ShoreTel Connect client has a Microsoft plugin that comes with the installation package.

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Tags: Mitel, How-to

How to import certificates into ShoreTel Mobility router

Posted by Henry Roberts on Apr 13, 2017

ShoreTel maintenace made easy

Importing certificates into the Mitel (ShoreTel) Connect mobility router is easy if you complete the steps in the right order. In fact, it is faster to do it yourself than waiting on the ShoreTel support line. Read the detailed explanation below and we guaratee that you will succeed.

Step 1

Create the certificate authority. You will have to generate a self signed certificate authority. Do not use the root CA from your vender here.

Step 2

Open the Remote access certificate page.

Step 3

The certificates need to be in a text file format. Right click the *.crt and key files and open with notepad.

Step 4

In a blank text file copy the notepad output in the following order. Please note you should copy from the dashes in Begin Certificate all the way to End certificate. The same for the private key.

  • Certificate
  • Private key
  • Trust chain – This may be several certificates in the trust chain. In the example below from Comodo there are three certificates for this piece

Step 5

Select Import under the remote access page

Step 6

Copy and paste the text file you created in here and select Import

Step 7

Repeat the process for local access

Test by provisioning a phone and you're all set! 

Remember that you can always contact our technical specialists if you experience difficulties with your ShoreTel system.

Contact Us!

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Tags: Mitel, How-to

How-to: The new Mitel ShoreTel for SalesForce integration

Posted by Henry Roberts on Mar 10, 2017

ShoreTel for Salesforce

Salesforce has discontinued the old CTI toolkit and transitioned to the Salesforce Open CTI alternative. What this means for ShoreTel users is the old-style adapter that is installed on client PCs will no longer work.

The new integration is a big step up

No more software to install on client machines. The integration includes a softphone and appears in the Salesforce web page. The users sign in and authenticate against their ShoreTel PBX.

Once the user is logged in they see their presence status and if they are logged into their queues.

When a call is received the user gets a screen pop.

The setup process

The setup for the integration can be very simple. The ShoreTel server needs a web utilities advanced application from ShoreTel. Once that is installed and configured to accept requests the setup for internal only users is complete for the PBX. Installing to SalesForce is equally easy.

  • An XML file is downloaded and imported. This creates a new call center in Salesforce.
  • There are a few fields to populate to point to the softphone link and the ShoreTel HQ server.

Access from outside the LAN or to avoid mixed browser mode warnings requires a web proxy server. In this scenario a web server is built (Windows or Linux) and given a SSL certificate. The web server is exposed to the internet. This protects the ShoreTel server from the open internet. A FQDN (Fully Qualified Domain Name ex. Salesforce.lantelligence.com) is given to it and instead of pointing the ShoreTel HQ server to a private IP it is pointed to the FQDN. This will enable the integration for remote users.

The integration is customizable in positioning the softphone and behavior when a call is made or received.

Request a live demo 

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Tags: Mitel, How-to

ShoreTel Connect on Amazon Workspace

Posted by Ken Zrobok on Mar 3, 2017

This video shows the deployment and use of ShoreTel Connect Client and the Connect Contact Center on an Amazon Workspace client.

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Tags: Video, Mitel, How-to

How to Add new ShoreTel Contact Center Agents (Video)

Posted by Ken Zrobok on Feb 13, 2017

Adding agents in ECC 7/8

This blog and video shows you how administrators can add new agents to the ShoreTel ECC (Contact Center)

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Tags: Video, Mitel, How-to

ShoreTel and the "Active Shooter" scenario

Posted by Henry Roberts on Jan 25, 2017

How to get emergency under control with your ShoreTel system

Every month or so there is a new event that generates a call into our TAC. "What can we do to alert our staff in the case of an emergency"? 

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Tags: Mitel