Shoretel Contact Center – Agent stuck in Release mode

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We had an issue this week with one of our Shoretel Contact Center Agents being stuck in Release mode. When trying to Resume, the agent was getting the following error:

Your extension has lost its connection to the telephone system

We tried everything to get this working, including removing the software completely from the agents machine and reinstalling, but still nothing, so as a very last resort, we rebooted the Contact Center main server, as soon as it came back up, everything worked!

So, maybe not a solution for this issue, but it has certainly got the agent working now….we’ll be looking into why this happened next week so if we find a solution I’ll post it on here.

How to find out who has Shoretel API licences applied to their account

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Finding out who has API licences in your Shoretel system can be tricky as there is no way of doing it in the Director apart from going through every single user account and checking the tick box.

If you are like me and have 1000’s of users – this really isn’t possible. But, there is a solution!

ShoreTel Database Connection

If you logon to your main HQ server (where your MySQL Database is) and run the MySQL software you will be asked to connect to a database. The settings you need to enter are as below:

MySQL Host Address: localhost
Username: (whatever username it is – default is root)
Password: (whatever username it is – default is shorewaredba)
Port: 4308
Database: shoreware

mySQL Query

Connect to the database and you can then enter an SQL query. The query you need to run is:

SELECT * FROM users WHERE AllowPAPI = 1

This will then return all the users that have an API licence allocated to them – this can then be viewed or exported to CSV.

Comments

If you have any comments or questions about this, please feel free to leave them below and we will get back to you as soon as we can.

How to find out who has Shoretel Video Calls licences applied to their account

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Finding out who has a video call licence in your Shoretel system can be tricky as there is no way of doing it in the Director apart from going through every single user account and checking the drop down box.

If you are like me and have 1000’s of users – this really isn’t possible. But, there is a solution!

If you logon to your main HQ server (where your MySQL Database is) and run the MySQL software you will be asked to connect to a database. The settings you need to enter are as below:

MySQL Host Address: localhost
Username: (whatever username it is – default is root)
Password: (whatever username it is – default is shorewaredba)
Port: 4308
Database: shoreware

Connect to the database and you can then enter an SQL query. The query you need to run is:

SELECT * FROM users WHERE AllowVideoCalls = 1

This will then return all the users that have a softphone licence allocated to them – this can then be viewed or exported to CSV.

Comments

If you have any comments or questions about this, please feel free to leave them below and we will get back to you as soon as we can.

How to find out who has Shoretel Softphone licences applied to their account

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Finding out who has softphones in your Shoretel system can be tricky as there is no way of doing it in the Director apart from going through every single user account and checking the tick box. If you are like me and have 1000’s of users – this really isn’t possible. But, there is a … Read more

Customise Shoretel ringtone on all models of handsets

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If you want to customise the ringtone of all the (for example..) IP230 handsets in your business, below is a tutorial video on how to do this quickly and simply.

If you need any assistance with how to do this or if you have any problem, leave a comment and I’ll help you out as soon as I can.