Author Archives: Rich Mahlerwein

Shoretel Extensions and Groups

As of Shoretel 2.2, we’ve added in some amazing new functionality. What’s new? The biggest change is that we’ve built in a page to summarize extensions.  You can define groups and subgroups, then on an easy to use page report on the number and length of calls (in various directions).  Here’s an example! Use cases […]

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Custom Maps – 3, Converting Your Map Into a Choropleth Map

Imagine plotting your printer error count directly on a floorplan, or dropping count of failed backups on a campus map so you know which locations are having problems! If you were to search for “Splunk custom map”, you might find as I have that the only customizations they talk about involve just putting *your* data […]

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Custom Maps – 2, Using Your Map Inside Splunk

Imagine plotting your printer error count directly on a floorplan, or dropping count of failed backups on a campus map so you know which locations are having problems! If you were to search for “Splunk custom map”, you might find as I have that the only customizations they talk about involve just putting *your* data […]

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Custom Maps – 1, Create a Tileset

Imagine plotting your printer error count directly on a floorplan, or dropping count of failed backups on a campus map so you know which locations are having problems! If you were to search for “Splunk custom map”, you might find as I have that the only customizations they talk about involve just putting *your* data […]

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New Cisco quality scores

Just when you were getting a handle on knowing what MOS (mean opinion score) or it’s cousin MLQK (MOS Listening Quality K-factor – the last 8 seconds MOS) means and how they’re useful, Cisco is phasing them out. Why are they being dropped? Well, there are many reasons, but the two primary ones are that […]

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Shoretel 2.0

For all you with Shoretel phone systems, we’ve got news for you!  Shoretel 2.0. What new features does this bring to the table? New Browse Calls Browsing calls was never so easy – you can now have any fields you’d like on the screen.  If you are investigating calls that disconnected for unusual reasons, need […]

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Simple Search Filters

Sometimes the problems we need to solve aren’t hard ones. Rich, Shawn from marketing says that yesterday afternoon he made a lot of calls from his extension 4128, but no one ever picked up. I say he’s just lazy and didn’t make any calls. Can you tell us which one of us is right? Thanks, […]

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Advanced search filters

As we allude to in several other places (notably, in 4.4 interface changes and in performance notes), there’s a whole world of searching that our app provides beyond what’s apparent in the interface. What are we talking about? This field, right here. It’s a pretty awesome field and lets you do pretty much any sort […]

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Creating new device types

The setup We provide a reasonable coverage of device types, but we can’t know them all.  Did you know that you can edit existing names or add new ones? Let’s jump right into an example of creating a new device type. First Step – Find your devices Suppose you have a situation where there are […]

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Hunt pilots, groups, and browsing extensions – Making your own call center!

Oh no, you’ve just been given control of the IT group.  You are trying to build your own miniature call center with hunt groups, but you have no way to accurately report on it.  Who’s taking calls?  Who’s not?  How much time are your agents spending on the phone?  How would you ever reward your […]

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