Implementing Active Directory Integration with ShoreTel 11

Historically I have recommended that the ShoreTel server not be a computer in your domain. To many times, an Active Directory administrator will create a new Group Policy and forget about the ShoreTel user account. The end result is a down ShoreTel server and a call to TAC support! I still feel strongly about this, but you can still integrate Active Directory authentication for your ShoreTel users. Generally, ShoreTel users do not actually log in and log out of their Call Managers, or their Communicators as ShoreTel has renamed them in Version 11. Most implementations have the ShoreTel desktop application launched automatically when the user starts up their desktop computers. Most users do not even know that they are in fact logging into ShoreTel. Active Directory administrators however, most certainly know that a login has occurred. With ShoreTel 11 Active Directory integration has matured and the reasons for implementing active directory user authentication are increasingly more obvious. For example, now that ShoreTel has a complete Call Manager application running within your favorite internet browser, users will become aware that they are logging in as they will need to provide credentials each time they access the web application (see previous video this subject). ShoreTel Active Directory integration is relatively straight forward, stress-free integration. Once implemented, ShoreTel system administrators have the opportunity to determine which users will require AD authentication as it is possible, using this integration that they can remain authenticated by the ShoreTel directory system. The Version 11 web based Call Manager, for example, provides two links: one for the ShoreTel authentication and one for AD authentication. It is important that you first create a user in ShoreTel that has both ShoreTel administration privileges and an AD user account in your domain. You will also need to have the LDAP directory URL for your domain. For those of us that are not Microsoft wizards, you might need some help locating the LDAP directory URL. We were able to locate a tool from Softerra that can be of great help in searching your AD for user information. You can locate this very useful tool at http://www.softerra.com/portfolio_ldap-browser.htm and you can download a free versions. Once in ShoreTel Director you will navigate to System Parameters and to the Option page. Check the enable box and enter your AD LDAP URL and your are done. The next time you login to ShoreTel you will use your Active Directory credentials. You will notice that the Shoreware Directory login screen has changed, and each of your user accounts has a new field for Active Directory login credentials that can be synchronized with your domain based LDAP directory. The video clip shows you how this process is executed. As always we welcome your feedback!

Virtualize your ShoreTel Contact Center or ECC on ESXi?

Running the ECC on a virtual server is “not a supported configuration”, but will it work? Often we encounter installed base solutions that are pushing the support envelop with market driven customer requirements. Windows 7 may not be a supported desktop OS for a ShoreTel Communicator, but try telling an end user client that is it “not a supported configuration” after they just did an enterprise wide PC refresh. We quickly learn the difference between “not supported” and “does not work”, and find a way to get Communicator running under Windows 7. Similarly, we are beginning to see more Virtualization requirements surface in the installed base as well as written as requirements in new deployments. Prior to Version 11, virtualization was “not a supported configuration” for a ShoreTel HQ or DVM server. Now, not only are we being asked to virtualize ShoreTel, we are being asked to consider running a ShoreTel ECC in a virtual environment. We already know it is “not a supported configuration”, but will it work? We determined to find out for ourselves if this solution could be configured and we created a an environment in which we could configure, test and experience a Virtualized ShoreTel Contact Center. There are any number of issues you need to resolve when considering a Virtual Server environment. Is this going to be a customer premise based implementation or are we moving all of these servers to the “cloud”. How many servers will we need to host on our Virtual Machine? RAM? Network Interfaces? Storage requirements? These are all on the list of questions that should be answered before attempting a Virtual server implementation. In the case of the ShoreTel ECC, we also had one other (excuse the pun) key issue to worry about. Each ShoreTel ECC has a “dongle” or USB lock that must be installed on the server prior to deploying the ECC application. We had already learned how to bring up a ShoreTel HQ server and a ShoreTel DVM server in a virtual environment, but to bring up a ShoreTel ECC we had to solve the “dongle” issue. Fortunately after considerable research, trial and error, we were able to configure a USB driver for our Virtual server that enabled the installation of the ShoreTel ECC application! In our test configuration we built out a host platform using vSphere ESXi running on an HP DL360 with 2 Intel; Quad Processors and 32G of RAM with a Network Attached Storage. The ShoreTel HQ and DVM servers came up with little or no problem. They need to be configured before ShoreTel software load of Version 12.0 with a hardware configuration that meets ShoreTel minimum server specifications. In fact, it is hard to show it to you as you would not be able to see any difference between a Virtual ShoreTel and a ShoreTel server running directly on a hardware platform. T he ECC had some real challenges and we are still uncovering characteristics of the deployment that need special handling like the USB driver as previously mentioned. The results are very promising and we can only find one issue that we can not resolve. The application runs flawlessly however, and we are encouraged by what we have experienced with the deployment.

Have you set your Holiday Phone Message Schedule yet?

It was the night before Christmas and all through the house not a create was stirring, except the technical support team! It does not matter what holiday it is, the result is always the same. At 4:45PM the day before the Holiday our Call Center breaks new records for inbound calls from the client base. The question is always the same: “we are closing for a ½ day and how do we set the Holiday Greeting”. Ugh! Not like we did not have any warning about this holiday! Christmas seems to fall on the same date every year! Still it happens, a last minute rush to get the schedules modified and the recordings made! ShoreTel does a great job of allowing you to plan your entire Holiday greeting schedule well in advance! You can create a “2011 Holidays” list and in one short session set up your schedule for the entire year. The only task level event that needs to be undertaken at the appointed time, is to record the actual greeting callers will hear on that scheduled day. For this reason, I recommend a “Generic” holiday greeting. I don’t want to sound like a Grinch here, but I have all but given up on Custom Holiday Greetings! The old generic “ You have reached our Office during a time in which we are closed for the Holiday” is very workable. If you cant use the generic greeting, even though your schedules are already programmed for a year in advance, you will need change out the recoding for each Holiday! Remember, if you are closing early on any day, you need to create a “CUSTOM” schedule list like “2011 Half-days”! In the Shoreware Director under the Automated Attendant, Workgroup, Hunt group or Route Point assign the Schedule with the CUSTOM button down. Likewise, assign the Holiday Schedule with the Holiday button down. Remember, the company might be closed and the AA might play the Holiday message, but how about those Workgroups? Are they on the same schedule or does that group work different hours during the holiday? Whatever you do, do it now!

How to Pick the Right Hosted VoIP Provider

Well, we’ve been busy over here at FreedomVOICE. This week we launched a new blog, which we hope will give customers a better connection with the business. We are putting the final touches on a new website for our FreedomVOICE Virtual Office product, and we’re in the final stages of completing two programs for our agents – both of which will give them better means to market our products. While all this is going on, the VoIP industry is continuing to make strides forward, especially in the form of hosted VoIP technology. The technology is being further refined every day, and this is really getting people excited. With a barrage of fly-by-night VoIP service providers popping up daily, business owners are having an increasingly difficult time sifting through the mess to find a legit service. With this in mind, I’ve decided to create a quick and easy checklist so when it comes time for you to choose the right hosted VoIP provider you know what to look for. 1. Make Sure Voice Quality, Is “Business Voice Quality.” Many companies out there, ourselves included, have put serious time and money into developing and refining call-handling architecture in-house to cut out jitter, echoes, and the other disruptions. Today, a hosted VoIP provider can easily deliver the same type of call quality as a premise based system or the public telephone network. Before committing to a hosted service, make sure you confirm that the call quality is up to your standard. The best ways to do this are to take a test call using their service or to ask a current customer about their experience with the product. 2. Double Check the Feature Offering One of hosted VoIP’s big draws is the range of features offered. Here are some features that should come standard with your system: 3-Way Calling Call Transfer Hold Music Do Not Disturb Speed Dial Speakerphone Off-Hook Call Placement Call Mute Distinctive Rings 3. What Additional Perks are Offered By the Service? Many hosted VoIP services have additional perks. These usually come in the form of added features and services, which, depending on the service, can come at no extra cost to you. Here are some perks to keep an eye out for. Unified Voice & Fax Messaging: Wouldn’t it be nice if you had a single phone number for both voice and fax. How about if you could send all voicemails and fax messages as email attachments to the addresses of your choice and access everything through email or an online control panel? There are services out there that provide these unified communications capabilities at no extra charge. Outlook Integration: Make sure your hosted VoIP service integrates with Outlook. This will save you time and you’ll love the easy to use click to dial feature. Recorded Calls: Can your hosted service record some or all of the calls you receive? With this feature you can cut down on taking notes, improve quality control, and review disputes.. Advanced ACD & Call Queue: Advanced automatic call distribution allows you to choose how your calls are forwarded, including round-robin, simultaneous, least-time, and skills-based distributions, while advanced call queue lets you better control calls during peak hours. Some services offer these capabilities, allowing you to better manage call volume and get calls in the appropriate peoples’ hands. Internet Control Panel: Hosted VoIP phone service runs over the internet, so why wouldn’t you have the benefit of an Internet control panel to manage things like call routing features, voice and fax messages, call reports, account information, and more. Make sure your hosted provider gives you this level of access, you and your employees will enjoy being able to easily manage voicemail and change personal settings online. Visual Call Reports: These reports allow you to clearly see everything taking place on your business phone system at anytime. With this feature you’ll be able to generate, filter, and export detailed call reports online with easy-to-read spreadsheets and graphs. You’ll also be able to view a display of which employees are logged into their phones and be able to listen in on live calls. A select group of providers offer these features, make sure it’s part of your service. Voicemail Transcription: This technology is coming onto the scene fast! Imagine being able to convert your voicemail messages to text and deliver them to your email or mobile phone. This is a great feature, but not every provider offers it, make sure to ask! 4. Is the Service Compatible with the Right Phone? There are a variety of phones that work with hosted VoIP service, some are obviously better than others. We’ve always found Polycom to be a top notch VoIP phone. Make sure that the phone you want to use works with the service you are interested in purchasing. 5. How is their Customer Service? When you’re using a hosted provider customer service is key. Remember, you’re not going to have someone onsite to help you troubleshoot issues, so you’re going to want to have access to a qualified representative over the phone. Make sure your hosted VoIP provider prides themselves on customer service, because if something does go wrong, you want to make sure there is someone available to get you back on track. 6. Finally, How Much Does it Cost? You can’t shop a hosted VoIP provider on just price alone, the saying that, “you get what you pay for” definitely applies here. At the same time, you need something that fits within your budget. Make sure you pick a product that is not too cheap, and at the same time does not seem overly expensive after you have evaluated the complete product offering. The good news is that you will undoubtedly be saving money once you switch to VoIP. Remember, a professional phone system tells customers they are dealing with a professional business. You’re going to want a hosted VoIP service that makes your company shine. When picking a hosted provider, make sure the provider fits your company. about the author: as a marketing communications manager at freedomvoice, john e lincoln is responsible for educating consumers about the tremendous benefits that the freedomiq® hosted voip pbx has to offer. this includes cost savings, productivity increasing features, unique support for remote workers, quality customer service, and more. find out more about freedomvoice and the freedomiq hosted voip pbx at http://www.freedomiq.com. john e lincoln can be reached via email at john.lincoln@freedomvoice.com or by phone at 800-477-1477 ex 831.

VoIP Supply Named to Fast Track 50

For the third consecutive year, VoIP Supply earned a place in the Fast Track 50, a list of the 50 fastest growing companies in Western New York. Buffalo’s Business First newspaper bestowed the honor based on VoIP Supply’s growth in two areas: Total sales and number of U.S. employees. “The success of VoIP Supply has paralleled on the dedication, talent, and hard work of our tremendous staff. I cannot thank them enough, and this award belongs to each of them as well,” said Benjamin P. Sayers, president and CEO of VoIP Supply. Sayers was recently elected to the infoTech Niagara board, a trade association for western New York’s information technology industry. Sayers received the award June 17 in Buffalo. Sayers joins the board’s 20-member panel, which features influential names in New York’s technology industry, including those from the recruitment, academic, health, and other various industries. “It is a great honor to be named to such a forward-thinking group as InfoTech Niagara. They have great plans not only for professional and economic development, but for community outreach to students and the less fortunate as well,” Sayers said.

Monema Introduces TamTam PBX

Monema Communications, a Spanish startup, hit the VoIP market with its new TamTam PBX. TamTam is a “very visual” PBX that’s fully managed online, according to Antonio Cerrolaza from Monema. Cerrolaza compares TamTam to Yahoo! Pipes, and describes TamTam as being “user-oriented,” with its main features being usability and flexibility. “TamTam counts with a small number of easy to understand components that permit a small company to take total control of its phone system,” he says. Monema has also launched two programs available to companies who can resell the service. Currently, the service can provide incoming numbers in 30 companies worldwide after its recent global launch. TamTam claims to offer dramatically reduced maintenance and calling costs to its users, as well as features associated with “high-end PBX systems.” TamTam requires no hardware, and has an easy installation process. With the help of an online tutorial, the system’s features can be configured quickly and easily. The customization allows users to match their phone system to the structure of their company, according to Monema’s web site. Options include “flexibility in managing incoming and outgoing calls: voice menus based on your own locutions, route calls according to time schedules, country, region or caller number.” TamTam can be incorporated into a company’s entire business system, allowing links to a customer resource management system for call statistics, or add orders to an ERP.

Virtualizing your ShoreTel or CISCO VoIP Deployment!

Virtualization is an emerging area that is making a significant change in enterprise infrastructure planning, implementation and operation. The pressure comes from several areas. First, the operating costs of even a small business can be dramatically impacted with Virtualization. Secondly, even a small enterprise is planning for “disaster recovery” and “business continuity” in the event of an emergency that renders existing systems unavailable. Virtualization offers clear solutions to each of these issues. Voice is now regularly deployed as an application, running over existing data networks and usually requiring one or more dedicated servers. Lets tackle the issue of operating costs first. Assume that you have a typical server deployment that includes an Active Directory server, an Exchange Server, a File server and a Call Manager Voice server for your VoIP over IP system. Each of these servers requires at least one AC outlet. Each server has a Network Interface Card that will eat up at least one switch port on your Ethernet switch. How much heat does a server throw off? Air conditioning a server room is not cheap. If you could reduce this server configuration down to a single AC outlet and one Ethernet switch port, would that be an example of “green”? We wanted to experiment with ShoreTel as a virtualized solution. Version 11 of ShoreTel now supports virtualization. We wanted to kill several birds with one lab study. The birds we were interested in learning about were CISCO/ShoreTel competitive analysis; ShoreTel as a Virtualized solution and VSphere Converter for a Physical to Virtual (P2V) clone!. Currently we are running VMware Sphere as a VMXi solution for our virtualization platform. We have successfully brought up an complete CISCO Unified communications solution, including the CISCO UCCX Contact Center, CUPS the CISCO presence server and CISCO Unity Connector for Voice Mail. It is interesting to note that as of version 7 of CUCM, CISCO does not yet support virtualization. It runs, but you will not be able to get CISCO support on the product. We then compared a similar ShoreTel configuration. We set up a ShoreTel HQ server, with a ShoreTel DVM and an ECC running on the DVM. To deal with presence we implemented Microsoft OCS as a virtualized server as well. In future blogs, given your feed back and expression of interest, we plan to show CISCO and ShoreTel implementations of similar enterprise requirements. In this way you can see how the ShoreTel and CISCO configurations would be implemented to achieve the desired implementation. Lastly, we wanted to experience the process of cloning a physical machine. Arthur C Clarke, developed three laws of prediction. Law number three is applicable here: “Any sufficiently advanced technology is indistinguishable from magic”. The process of converting a real, physical, still running server into a virtual “clone” is absolutely magic! We download a copy of VMware ‘s VCenter converter. This software is astonishing. Once installed you basically say through command line instructions: “go to my ShoreTel HQ server and copy it to my VMXi server”. It took approximately 1 hour and 45 minutes, but the process completed flawlessly. The VMXi server had a complete clone of the ShoreTel HQ server and with modest modification it ran immediately. Clearly, you don’t want two HQ servers running on your network, so be careful to deal with this issue and the issue of conflicting IP addresses. Ethics, Digital Rights, licensing and Copy write law issues aside, it is very possible to clone your ShoreTel server and run it in a virtualized environment. In fact we have taken to backing up our ShoreTel system as a Snapshot on a DVD. As a virtual machine, you can either Snapshot the machine, or suspend your running machine. Thanks to the magic of VMWi you can actually “move” your running machine to a new site while it is still in operation! Basically, we can bring up an entire ShoreTel server in approximately 3 minutes, the time it takes to load the Virtual machine image. There is a video that accompanies this blog and in it we show you the process of bringing up ShoreTel as a Virtual Machine and how to clone an existing machine using P2V software.

Citrix Incorporates VoIP With Conferencing Software

Citrix Online will release new versions of GoToMeeting and GoToWebinar software that now incorporate VoIP capability. Both software suites feature support for Mac and telephone audio, and one-click web conferencing, designed for small and medium businesses. “Our goal at Citrix Online has always been to develop the simplest and easiest-to-use Web solutions, which is extremely important to our SMB customers,” said Elizabeth Cholawsky, vice president, products and services for Citrix Online, in an article on MarketWatch.com. “With these newest releases of GoToMeeting and GoToWebinar, every feature is based on extensive user feedback, from full Macintosh access to this new total audio solution. Used effectively, these technologies can change not only the operating style but also the business economics of companies everywhere.” Integrating VoIP into the software will streamline the conferencing process. Often, conference calls include users of both VoIP and traditional phone services, and patching both types of users together was problematical. “The new VoIP capability gives us the opportunity to significantly scale up the business,” said John Lane, founder and owner of TaxSaleLists.com LLC. “Having both VoIP and phone connectivity options will encourage more attendees at our weekly marketing seminars, and now we can handle up to a thousand people. With this new product, we are free to ramp up our promotional efforts and really make an impact on the bottom line.” GoToMeeting was designed for smaller conferences, and GoToWebinar can support audiences of up to1,000. Both programs allow users to incorporate Keynote, PowerPoint, text documents, pictures and other material into presentations, training or product demonstrations. Video is not directly supported by Citrix products, but the company asserts many do use video in GoToMeeting or GoToWebinar presentations. Both programs include tools to monitor audience and gather feedback as well as determine who is participating and who is not. “With collaboration products, ease of use is critical, especially for SMBs,” said Mark Levitt, vice president for collaborative computing at research firm IDC. “Citrix Online’s one-click access to VoIP and traditional phone connections for both PC and Mac users is designed to give growing businesses one easy-to-use interface for a rich combination of popular tools that are easy to manage and afford.” Making the software Mac-compatible was a move the company hopes will be a popular one, citing a sharp increase in Mac use among customers.