Shoretel, Inc.

Mitel Networks Corporation

Glenn Hessler

Chakradhar Kondapalli

Jason Andrew Miller

Thomas E Miller

Pramod Madabhushi

A method for providing file-based media on hold (MOH) services in a Voice over Internet Protocol (VoIP) system includes selecting an MOH file and streaming digital content of the MOH file to a communication device while a call is on hold. If the call is removed from hold and placed back on hold a second time, the digital content of the MOH file is streamed to the communication device while the call is on hold the second time. The digital content is streamed from substantially a beginning of the MOH file to a first stopping point while the call is on hold the first time, and from substantially the first stopping point to a second stopping point while the call is on hold the second time.

Media on hold features in a VoIP system

A monitoring deviceprovides a shared call stack to a monitored extension and one or more proxy extensions. For example, the monitored extension is a boss' extension in a business environment, and the proxy extension is an extension for a boss' secretary. The monitoring devicedetects an incoming call for the monitored extension. The incoming call is redirected, by the monitoring device, to a shared extension that is associated with the monitored extension. The shared extension has a shared call stack. The shared call stack has a call stack position that is shared with a proxy extension. The incoming call is made available as a call option in the call stack position so that the monitored extension and the proxy extension can user the monitoring device to perform call functions on the incoming call. The monitoring device can also perform call functions on outgoing calls.

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Austin, TX, United States of America

Glenn Hessler