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 

Find more ShoreTel and Mitel technical tips HERE

Read More

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.

Read More

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)

Read More

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"? 

Read More

Tags: Mitel

Need to "Spice Up" your ShoreTel....Check out these Apps

Posted by Ken Zrobok on Oct 8, 2014

The ShoreTel professional services organization has custom built the following applications for ShoreTel customers.  Once built for a specific requirement, ShoreTel makes the software available for all other ShoreTel partners/customers.  If you review the list or would like more info on what these applications, please contact your salesperson or click here!

Read More

Tags: Mitel, How-to

How to Disable Call Handling Mode in ShoreTel

Posted by Ken Zrobok on Apr 21, 2014

This video show how an administrator can remove the ability for the end user to modify or have any call handling mode capability.

Read More

Tags: Video, Mitel, How-to

How to Add ShoreTel Contact Center Agents

Posted by Ken Zrobok on Aug 29, 2013

Adding agents in ECC 7/8

Read More

Tags: Video, Mitel, How-to

Adding a Recurring Conference in ShoreTel

Posted by Ken Zrobok on Aug 26, 2013

How to add a re-occurring conference in ShoreTel Conferencing

Read More

Tags: Video, Mitel, How-to

Unlocking Shoreware Director

Posted by Ken Zrobok on Aug 24, 2013

Ever locked yourself out of Director? Check out how to fix the Oops, see video below.

Read More

Tags: Video, Mitel, How-to

Using ShoreTel Communicator to Setup a Conference

Posted by Ken Zrobok on Aug 24, 2013

 

Read More

Tags: Video, Mitel, How-to