Shoretel 11.1 Admin Guide

ShoreTel 11.
ShoreTel Administration Guide
USER GUIDES RELEASE 11.1

Document and Software Copyrights
Copyright © 1998-2010 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.
Printed in the United States of America. Contents of this publication may not be reproduced or
transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior
written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice
to the specifications and materials contained herein and shall not be responsible for any damage
(including consequential) caused by reliance on the materials presented, including, but not limited to
typographical, arithmetic or listing errors
Trademarks
ShoreTel, ShoreCare, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the
United Sates and/or other countries. The ShoreTel logo and ShorePhone are trademarks of ShoreTel, Inc.
in the United States and/or other countries.
All other copyrights and trademarks herein are the property of their respective owners
Patents
This product is covered by one or more of the following patents: United States patent 6,996,059, United
States patent 7,003,091, United States patent 7,167,486, United States patent 7,356,129, Canadian
patent 2,316,558, United States patent 7,379,540, United States patent 7,386,114, United States patent
7,450,574 and United States patent 7,450,703. This product is also covered by other pending patent
applications. ShoreTel, Inc. All rights reserved.
Version Information
Release 11.1
Part Number: 800-1389-01
Version: SAG_CR_11_20100618
Date: November 17, 2010
Company Information
ShoreTel, Inc.
960 Stewart Drive
Sunnyvale, California 94085 USA
+1.408.331.3300
+1.408.331.3333 (fax)
www.shoretel.com
Table of Contents
PREFACE 23
CHAPTER 1: USING SHOREWARE DIRECTOR 25

1.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
1.2 Overview of ShoreWare Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
1.2.1 Architectural Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.2.2 Multi-level Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.2.3 Multi-user Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.2.4 External Telephone Number Formatting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.2.5 Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
1.2.6 Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
1.3 Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
1.4 Product Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
1.4.1 Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Step 4 Requesting the ShoreWare Software License Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
1.5 Director Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
1.5.1 Navigation Frame . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
1.5.1.1 Getting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
1.5.1.2 Logging Off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
1.5.2 Data Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
1.5.2.1 List Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
1.5.2.2 Edit Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
1.6 Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
CHAPTER 2: SETTING UP SYSTEM PARAMETERS 43

2.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
2.2 Dialing Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
2.2.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
2.2.2 Increasing Extension Length . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2.3 Digit Translation Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2.4 System Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
2.4.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
2.5 SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
2.5.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2.6 BOOTP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2.7 Other Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
2.8 Character Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
2.9 Languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
2.10 Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
2.10.1 Compliance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
2.10.2 Node Locking – System key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
2.10.3 Keyed License Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
2.10.4 Extension and Mailbox Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
2.10.5 Keyed License Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
2.10.6 Additional Language Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
ShoreTel 11.1 5
2.10.7 Self-Audited Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

2.11 Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
2.11.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
2.11.2 Sending Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
2.12 Administrative Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
2.12.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
2.12.2 Assigning an Administrative Role to a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
CHAPTER 3: SHORETEL SITES 67

3.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3.2 Configuring Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3.3 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
CHAPTER 4: CONFIGURING APPLICATION SERVERS 73

4.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
4.2 Distributed Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
4.2.1 IP Phone Limitations/Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
4.2.2 Communicator Limitations/Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.3 Legacy Voice Mail Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.3.1 Integration Via the Simplified Message Desk Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
4.3.2 Integration Via Q Signaling Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
4.3.2.1 Configuring ShoreTel Users for External Voicemail via QSIG. . . . . . . . . . . . . 76
4.3.2.2 Configuring Legacy Users for ShoreTel Voicemail via QSIG . . . . . . . . . . . . . . 78
4.3.2.3 Important Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4.4 Configuring Application Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4.4.1 Adding Application Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
4.4.2 Configuring Application Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.4.2.1 Base Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4.4.2.2 External Voice Mail parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4.4.2.3 External Voice Mail parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
4.4.3 Extension List Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.5 ShoreTel Distributed Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.5.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.5.2 Benefits of a Distributed Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.5.3 Important Considerations and Warnings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.5.4 Configuration of Distributed Database Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.5.4.1 Configuring the Replication Master and Slave . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.5.4.2 Configuring Distributed Application Servers to Host the ShoreTel Database . 85
4.5.4.3 Steps for Configuration of Replication Servers. . . . . . . . . . . . . . . . . . . . . . . . . 86
4.5.5 Distributed Database Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
4.5.5.1 DDB in QuickLook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
4.5.5.2 DDB on Main Server Maintenance Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
4.6 Fax Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
CHAPTER 5: CONFIGURING SWITCHES 89

5.1 Switch Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
5.1.1 ShoreGear 1-U Half Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
5.1.2 ShoreGear 1-U Full Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
5.2 Switch Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
5.2.1 Analog Circuits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
5.2.2 Digital Circuits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
6
5.2.3 IP Phone Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

5.2.4 SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
5.2.5 SIP Proxies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
5.3 Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
5.3.1 IP Phone, SIP, and Make Me Conference Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
5.3.2 Backup Operator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
5.4 Director Panels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
5.4.1 Switches List Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
5.4.1.1 Add new switch at site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5.4.1.2 Switch Table contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5.4.2 Switch Edit panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5.4.2.1 New Switch and Edit Switch Panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
5.5 Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
5.5.1 System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
5.5.2 T1 Signalling Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
5.5.2.1 Layer 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
5.5.2.2 Layer 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
5.5.3 E1 Signalling Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
5.5.3.1 Layer 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
5.5.3.2 Layer 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.5.4 BRI Signalling Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.5.4.1 Enable Span as BRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.5.4.2 Layer 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
5.5.4.3 Layer 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
5.5.4.4 Layer 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
5.5.5 Analog Port Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
5.5.6 Digital Channel Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
5.6 Spare Switch Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
5.6.1 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
5.6.2 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
5.6.2.1 Spare Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
5.6.2.2 Spare Switch Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.6.2.3 Failback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.6.3 Provisioning – Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.6.3.1 Spare Switch List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.6.3.2 Edit Spare Switch panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.6.3.3 Enabling IP Phone Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
5.6.3.4 Quick Look panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
5.6.3.5 Maintenance – Switches Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
5.7 Adding a ShoreGear Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
5.8 SoftSwitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
5.9 Replacing a ShoreGear Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
5.10 T.38 Support on ShoreGear Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
5.10.1 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
5.10.2 Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
5.10.3 Important Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
5.10.4 ShoreTel T.38 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
5.10.5 3rd Party T.38 Configuration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
CHAPTER 6: VOICEMAIL MODEL SWITCHES 115

6.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
6.1.1 Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
6.1.2 Background. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
ShoreTel 11.1 7
6.2 Functional Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

6.2.1 Physical Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
6.2.1.1 Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
6.2.1.2 Differences from other Switches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
6.2.2 Voice Switch Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
6.2.3 Server Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
6.2.3.1 Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
6.2.3.2 Auto Attendant Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.2.3.3 Recorded Name Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.2.3.4 Voicemail Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.2.4 Connectivity Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.3 Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.3.1 Accessing Voicemail Model Switch Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.3.1.1 Accessing Utilities from the Serial Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
6.3.1.2 Accessing Utilities from SSH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
6.3.2 stcli . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
6.4 V Model Switch Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
6.4.1 Installing a Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
6.4.2 Replacing a Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
6.4.3 Upgrading a Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
6.4.4 Configuring Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
6.4.5 Specifying Root and Administrator Passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
6.4.6 Voicemail Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
6.4.7 Configuring a Target Server for Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
6.5 Booting and Restarting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
6.5.1 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
6.5.2 Specifying a Static IP Address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
6.5.3 Specifying a Time Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
6.5.4 Reboot Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
6.5.4.1 Flash Boot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
6.5.4.2 Default Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
6.5.4.3 FTP Boot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
6.6 Monitoring a Voicemail Model Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
6.6.1 Monitoring Switch Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
6.6.2 Log File Size and Age . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
6.6.2.1 Event Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
6.6.2.2 System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
6.6.3 Monitoring CF Memory Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
CHAPTER 7: CONFIGURING TRUNKS 139

7.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
7.2 Setting Up Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
7.2.1 Add or Edit a Trunk Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
7.2.2 Importing Local Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
7.2.3 DID Ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
7.2.3.1 Creating a DID Range. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
7.2.3.2 Assigning DID Numbers from a Range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
7.2.4 Edit DNIS Digit Map. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
7.2.5 Additional Local Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
7.2.6 Nearby Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
7.2.7 Prefix Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
7.2.8 Off-System Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
7.2.9 Tandem Trunking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
8
7.2.10 Centrex Flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

7.2.11 Pause in Dialing – Trunk Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
7.3 Individual Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
7.3.1 Add or Edit a Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
7.3.1.1 Non SIP Trunk Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
7.3.1.2 SIP Trunk Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
CHAPTER 8: CONFIGURING IP PHONES 157

8.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
8.2 System Settings – IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
8.2.1 Setting IP Address Ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
8.2.2 IP Phone Address Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
8.2.2.1 IP Phone Address Range Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
8.2.2.2 Adding Teleworking IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
8.2.3 Setting IP Phone Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
8.2.4 LLDP-MED and IEEE 802.1x Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
8.2.4.1 Implementing LLDP-MED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
8.2.4.2 Implementing IEEE 802.1x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
8.2.5 Failover – Call Continuation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
8.2.5.1 Failover Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
8.2.5.2 IP Phone Behavior during Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
8.2.6 Adding Individual IP Phone Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
8.2.6.1 Adding Users with Any IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
8.2.6.2 Assigning IP Phones by User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
8.2.7 Anonymous Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
8.3 Viewing and Editing IP Phones on the System . . . . . . . . . . . . . . . . . . . . . . . . 167
8.3.1 Viewing IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
8.3.2 Renaming IP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
8.3.3 Deleting and Moving IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
8.3.4 IP Phone State Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
8.3.5 Displaying ShorePhone Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
8.3.6 Resetting the ShorePhone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
8.4 Feature Settings – IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
8.4.1 Custom Ring Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
8.4.1.1 Loading Custom Ring Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
8.4.1.2 Creating the Phone-Specific Configuration File . . . . . . . . . . . . . . . . . . . . . . 171
8.4.2 Customizing Color LCD Displays with Wallpaper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
8.4.2.1 Wallpaper File Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
8.4.2.2 Downloading the File to Several Color-Screen IP Phones . . . . . . . . . . . . . . . 172
8.4.2.3 Downloading the File to a Single Color-Screen IP Phone . . . . . . . . . . . . . . . 173
8.4.3 Wireless Headset Hook Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
8.4.4 Programmable IP Phone Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
8.4.4.1 Configuring Programmable Buttons via Director. . . . . . . . . . . . . . . . . . . . . . 177
8.4.4.2 Configuring a Hotline Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
8.4.4.3 Copying Programmable Buttons Configurations . . . . . . . . . . . . . . . . . . . . . . 178
8.5 VPN Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
8.5.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
8.5.1.1 Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
8.5.1.2 Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
8.5.2 Functional Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
8.5.2.1 Feature Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
8.5.2.2 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
8.5.2.3 Network Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
ShoreTel 11.1 9
8.5.2.4 Stunnel Establishment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

8.5.2.5 Phone Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
8.5.3 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
8.5.3.1 VPN Concentrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
8.5.3.2 ShoreWare Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
8.5.3.3 Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
8.6 Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
8.6.1 Make Me Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
8.6.2 Converged Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
8.6.2.1 Adding a Conference Bridge Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
8.6.2.2 Conference Bridge Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
8.7 Disabling Call Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
8.7.1 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
8.7.1.1 Disabling Call Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
CHAPTER 9: SETTING CALL CONTROL OPTIONS 193

9.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
9.2 Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
9.2.1 Account Code Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
9.2.2 Adding and Editing Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
9.3 Multi-site Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
9.3.1 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
9.3.1.1 Configuring Multi-site Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
9.3.2 Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
9.3.3 Configuring Multi-site Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
9.3.3.1 Changing the System-wide Account Code Extension . . . . . . . . . . . . . . . . . . 198
9.3.3.2 Changing the Account Code Local Extension for the Headquarters Server . 199
9.3.3.3 Adding the Account Code Local Extension to the Distributed Voicemail Server
200
9.3.3.4 Adding the Account Code Local Extension to the ShoreGear Voicemail Switch.
201
Figure 9-7 Additional Configuration Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
9.4 Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
9.4.1 Switch Support for Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
9.4.2 Configuring BCA Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
9.4.3 Configuring Answer Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
9.5 Bridged Call Appearance Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
9.5.1 Answering and Joining the BCA Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
9.5.2 Changing the Privacy State of the BCA Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
9.6 Shared Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
9.6.1 Shared Call Appearance Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
9.6.1.1 Executive Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
9.6.1.2 Associated Bridge Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
9.6.1.3 Assistant Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
9.6.1.4 Hotline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
9.6.1.5 Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
9.6.1.6 Bridged Call Appearance Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
9.6.2 Using Shared Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
9.6.2.1 Configuring Shared Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
9.6.3 Shared Call Appearance Inbound and Outbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . 215
9.6.3.1 Inbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
9.6.3.2 Outbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
9.6.4 Using Blind Conference with Shared Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . 216
10
9.7 Silent Coach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

9.7.1 Configuring Silent Coach Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
9.7.2 Enabling the Silent Coach Warning Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
9.7.3 Configuring Silent Coach buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
9.7.4 Performing Silent Coach Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
9.7.4.1 Initiating Silent Coach Operations with ShoreTel Communicator . . . . . . . . 220
9.7.4.2 Initiating Silent Coach Operations with ShoreTel IP Phones . . . . . . . . . . . . 221
9.8 Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
9.8.1 Setting the Hunt Group to Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
9.9 Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
9.9.1 Adding Overhead Paging to Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
9.9.2 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
9.10 Multi-site Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
9.10.1 Paging Groups Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
9.10.2 Configuring Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
9.10.2.1 Important Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
9.11 Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
9.11.1 Configuring Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
9.12 Route Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
9.12.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
9.13 Call Control Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
9.13.1 Distributed Routing Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
9.13.2 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
9.13.2.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
9.13.2.2 SIP Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
9.13.2.3 Voice Encoding and Quality of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
9.13.2.4 Video Quality of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
9.13.2.5 Trunk-to-Trunk Transfer and Tandem Trunks . . . . . . . . . . . . . . . . . . . . . . . 240
9.14 Bandwidth Management and Codec Negotiation . . . . . . . . . . . . . . . . . . . . . . . 241
9.14.1 Codec Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
9.14.1.1 Supported Codecs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
9.14.1.2 Preferred Codec Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
9.14.2 Intersite Video Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
9.14.3 Codec Negotiation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
9.14.4 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
9.14.4.1 Supported Codecs panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
9.14.4.2 Codec Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
9.14.4.3 Intersite Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
9.15 Automatic Ringdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
9.15.1 Dedicated Circuit Ringdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
9.15.1.1 Basic One-to-One Ringdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
9.15.1.2 One-to-many Ringdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
9.15.1.3 Multiple ring down buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
9.15.1.4 Ring Down to an External Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
9.15.2 Phone Delayed Ringdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
9.15.3 Ringdown Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
9.15.3.1 Director Configuration panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
9.15.3.2 Ringdown Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
9.16 Media Encryption. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
9.16.1 System Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
9.16.2 Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
9.16.2.1 Switches and Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
9.16.2.2 Phones and Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
9.16.3 Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
ShoreTel 11.1 11
CHAPTER 10: CONFIGURING USERS 259

10.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
10.2 Classes of Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
10.2.1 Telephony Features Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
10.2.2 Call Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
10.2.3 Voice Mail Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
10.3 User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
10.3.1 User Group List Page Column Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
10.3.2 User Group Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
10.4 Individual Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
10.4.1 Individual Users List Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
10.4.2 User Configuration panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
10.4.2.1 General panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
10.4.2.2 Personal Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
10.4.2.3 Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
10.4.2.4 Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
10.4.3 System Directory Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
10.5 Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
10.5.1 Active Directory Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
10.5.1.1 Enabling AD Integration on a ShoreTel System . . . . . . . . . . . . . . . . . . . . . . . 285
10.5.1.2 Configuring AD on a New System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
10.5.1.3 Mapping Active Director Attributes to ShoreTel Fields . . . . . . . . . . . . . . . . . 287
10.5.1.4 Authenticating AD Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
10.5.1.5 Director. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
10.5.1.6 Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
10.5.1.7 Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
10.5.2 Synchronizing AD and Director User Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
10.5.2.1 Enabling AD for a ShoreTel User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
10.5.2.2 Updating AD Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
10.5.2.3 Removing AD Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
10.5.3 Bulk Provisioning of User Accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
10.5.3.1 Exporting AD Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
10.5.3.2 Exporting the CSV File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
10.6 User Management Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
10.6.1 User Import Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
10.6.2 Batch Update Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
10.6.3 Notify Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
10.6.4 Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
CHAPTER 11: CONFIGURING CLIENT APPLICATIONS 303

11.1 ShoreTel Communicator for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
11.1.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
11.1.2 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
11.1.2.1 .NET Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
11.1.2.2 64-bit Platform Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
11.1.2.3 Installing Communicator for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
11.1.2.4 Communication Server Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
11.1.3 Configuring Instant Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
11.1.3.1 Setting up the System Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
11.1.3.2 Configuring a User for Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
11.1.3.3 Enabling Instant Messaging for a system user . . . . . . . . . . . . . . . . . . . . . . . . 306
11.1.4 Presence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
11.1.4.1 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
12
11.1.4.2 Configuring a User for Presence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

11.1.4.3 Enabling Presence for a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
11.1.5 Setting the Maximum Contact List Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
11.1.6 Enable SoftPhone for Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
11.1.7 Video Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
11.1.7.1 Supported Video Cameras . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
11.1.7.2 Enabling Video Calls for Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
11.1.7.3 Enabling Intersite Video Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
11.1.8 Programming Personal Communicator Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
11.1.8.1 Creating a Personal Programmable Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . 314
11.1.8.2 Creating a Global Programmable Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
11.2 Contact Center Integration with Communicator . . . . . . . . . . . . . . . . . . . . . . . 318
11.2.1 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
11.2.2 Accessing Contact Center Agent Toolbar Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
11.2.3 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
11.2.4 ShoreTel Communicator Availability of Workgroup Controls to ECC Agents for Failover .
323
11.2.4.1 Changing the Agent States in ShoreTel Communicator. . . . . . . . . . . . . . . . . 323
11.2.4.2 Failover Behavior of ShoreTel Communicator. . . . . . . . . . . . . . . . . . . . . . . . 324
11.2.4.3 Other Behaviors of ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . 325
11.2.4.4 Workgroup Agent Contact Center Integration . . . . . . . . . . . . . . . . . . . . . . . 325
11.2.5 Configuring Call Center Options through Communicator . . . . . . . . . . . . . . . . . . . . . . . 326
11.3 Communicator for Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
11.3.1 Supported Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
11.3.1.1 ShoreTel Communicator for Mobile Support – Languages . . . . . . . . . . . . . . 327
11.3.2 ShoreTel Communicator for Mobile Support – Devices. . . . . . . . . . . . . . . . . . . . . . . . . . 327
11.3.2.1 Carrier Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
11.3.2.2 PIM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.2.3 Screen Transition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.2.4 Personal Information Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.2.5 Preview Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.2.6 Font Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.3 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.3.1 MCMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.3.2 MCM Client Installation Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
11.3.3.3 Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
11.3.3.4 Blackberry Enterprise Server (BES) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
11.3.3.5 Reverse Proxy Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
11.3.4 Administrator Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
11.3.4.1 Server Installation (Headquarters and DVM). . . . . . . . . . . . . . . . . . . . . . . . . 331
11.3.4.2 Client Installation Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
11.3.5 ShoreTel Director Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
11.3.5.1 Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
11.3.5.2 Client Authorization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
11.3.6 Client Configuration Information Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
11.3.7 Configuring Information upon First-Time Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
11.3.7.1 Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
11.3.7.2 Keyboard Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
11.3.7.3 Provisioning User Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
11.3.7.4 Specifying Accented Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
11.3.7.5 Localized Date and Time Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
11.3.8 Upgrading Communicator for Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
ShoreTel 11.1 13
CHAPTER 12: CONFIGURING USER FEATURES 341

12.1 Private Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
12.2 Using Extension Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
12.2.1 Special Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
12.2.2 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
12.2.3 Configuring Permission Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
12.2.4 Configuring Off-Net External Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
12.2.5 Configuring On-Net Extension Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
12.2.5.1 Using the Telephone User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
12.2.5.2 Using the ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
12.3 Inbound Call Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
12.3.1 Find Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
12.3.1.1 Find Me and External Assignment panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
12.3.1.2 Configuring Announced Find Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
12.3.2 Automated Call Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
12.3.2.1 Setting the Active Call Handling Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
12.3.2.2 Call Handling Mode Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
12.3.3 Personalized Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
12.3.3.1 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
12.3.3.2 Implementing Personalized Call Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . 357
12.4 Call Intervention Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
12.4.1 Whisper Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
12.4.2 Monitor Extensions from IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
12.4.3 Call Handling Mode Delegation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
12.4.3.1 Selecting Through Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
12.4.3.2 Selecting Through Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
12.4.4 Intercom/Paging, Barge In, Record, and Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
12.4.4.1 Feature Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
12.4.4.2 CoS Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
CHAPTER 13: CONFIGURING VOICE MAIL 369

13.1 System Distribution Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
13.2 AMIS Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
13.2.1 AMIS Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
13.2.2 Enabling AMIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
13.3 Voice Mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
13.3.1 Creating AMIS Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
13.3.2 Disabling AMIS Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
13.3.3 Setting Voice Mail User Group Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
13.3.4 AMIS Test Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
13.4 Delivery and Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
13.4.1 Voice Mail Delivery and Notifications panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
13.4.2 Escalation Profiles and Other Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
13.4.2.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
13.4.2.2 Configuring Voice Mailbox Full Notifications . . . . . . . . . . . . . . . . . . . . . . . . 380
13.4.2.3 Configuring Escalation Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
13.5 Voice Mail Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
13.5.1 Summary Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385
13.5.2 Server Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
13.5.2.1 Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
13.5.2.2 Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
14
CHAPTER 14: CONFIGURING THE AUTO-ATTENDANT 389

14.1 Multiple Auto-Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
14.2 Menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
14.2.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
14.2.2 Adding and Editing an Auto-Attendant Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
14.2.2.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
14.2.3 Configuring an Auto-Attendant Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
14.2.3.1 Configuring Multiple Auto-Attendant Menus . . . . . . . . . . . . . . . . . . . . . . . . 395
CHAPTER 15: CONFIGURING SCHEDULES 397

15.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
15.2 On-Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
15.2.1 Configuring the On-Hours Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
15.3 Holiday Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
15.3.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
15.3.2 Configuring the Holiday Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
15.4 Custom Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
15.4.1 Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
15.4.2 Configuring a Custom Schedule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402
CHAPTER 16: CONFIGURING WORKGROUPS 403

16.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
16.1.1 Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
16.1.2 Call Distribution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
16.1.3 Call Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
16.1.4 Workgroup Communicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404
16.1.5 Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405
16.2 Workgroups Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
16.2.1 Workgroups List panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
16.2.2 Edit Workgroups panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
16.3 Selecting a DNIS Trunk Group for DNIS Routing . . . . . . . . . . . . . . . . . . . . . . 411
16.4 Editing Workgroup Membership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
16.5 Editing Workgroup Queue Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
16.5.1 Configuring Workgroup Overflow / Interflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
16.6 Workgroup Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
16.7 Multi-site Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
16.7.1 Configuring Multi-site Workgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
16.7.1.1 Site Specific Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
16.7.2 System-Wide Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
16.7.3 Important Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
16.7.3.1 VMB Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
16.7.3.2 CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
16.7.3.3 Call Handling Mode Scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
16.7.3.4 Hunt Group and Workgroup Scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
16.7.3.5 Headquarters Server Offline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
CHAPTER 17: MANAGING THE SYSTEM DIRECTORY 421

17.1 System Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
17.1.1 System Directory Entry Edit Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
17.1.2 Data-Entry Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
ShoreTel 11.1 15
17.1.2.1 Go to This User Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
CHAPTER 18: SESSION INITIATION PROTOCOL 425

18.1 SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
18.1.1 Supported RFCs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
18.1.2 General SIP Comments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
18.1.2.1 Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
18.1.2.2 DTMF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
18.1.2.3 Foreign Language Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
18.1.2.4 Routing with Static and Dynamic Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
18.1.2.5 Extension Assignment over SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
18.1.2.6 General Feature Consideration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
18.1.2.7 Additional Configuration Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
18.1.3 Configuring SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
18.1.3.1 Configuring the ShoreTel System via Director. . . . . . . . . . . . . . . . . . . . . . . . 429
18.1.3.2 Configure the SIP Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
18.1.4 SIP Trunk Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
18.1.4.1 SIP Trunk Profile List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
18.1.4.2 Edit SIP Trunk Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
18.2 SIP Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
18.2.1 Network Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
18.2.2 Supporting SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
18.2.2.1 Provisioning SIP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
18.2.2.2 Phone Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
18.2.2.3 Phone Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
18.2.2.4 Extension Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
18.2.3 User Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
18.2.3.1 Call Dialing and Initiation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
18.2.3.2 Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
18.2.3.3 Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
18.2.3.4 Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
18.2.3.5 Specialty Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
18.2.4 System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
18.2.5 User Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443
18.2.6 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
18.2.6.1 Specifying the SIP Network Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
18.2.6.2 Setting the SIP Call Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
18.2.6.3 SIP Extension Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
18.2.6.4 Allocating Switch Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
18.2.6.5 Setting an Extension Password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
18.2.6.6 Monitoring SIP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
18.3 Integration with 3rd Party Unified Messaging Systems . . . . . . . . . . . . . . . . . . 451
18.3.0.7 General Feature Consideration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
18.3.1 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
18.3.1 Configuring the SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452
Table 18-1Creating a User Group for SIP Server users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453
Step 6 Configuring Your 3rd Party Unified Messaging Server . . . . . . . . . . . . . . . . . . 454
CHAPTER 19: MAINTENANCE 455

19.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455
19.2 Quick Look. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456
19.2.1 Maintenance Switches Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457
19.3 Switch Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
16
19.3.1 Switch Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

19.3.2 Link Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
19.3.3 Ports Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
19.3.4 Hunt Groups Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 464
19.3.5 IP Phone Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
19.3.6 SIP Trunks Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
19.3.7 Details Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
19.3.8 ShoreGear-T1 PRI and ShoreGear-E1 PRI Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . 467
19.3.9 Quick Look Server Maintenance—Main Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
19.3.9.1 Quick Look Server Status Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
19.3.9.2 Quick Look Server Services Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
19.3.9.3 Quick Look Server Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
19.3.10 Quick Look Server Maintenance—Distributed Servers . . . . . . . . . . . . . . . . . . . . . . . . . . 470
19.4 Switch Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
19.5 Conference Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
19.6 Event Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
19.6.1 Viewing Event Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
19.7 Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
19.7.1 Service Maintenance Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
19.8 Event Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
19.8.1 Event Filter Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
19.8.2 Editing and Creating Event Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
19.9 Database Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
19.9.1 MySQL Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
19.9.1.1 Monitoring MySQL Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478
19.9.1.2 Browsing MySQL Database Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
19.9.1.3 Compatibility with Backup and Antivirus Utilities . . . . . . . . . . . . . . . . . . . . 479
19.9.2 MySQL Backup and Restore Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
19.9.2.1 Database Backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
19.9.2.2 Database Restore. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480
19.9.2.3 Database Replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
19.9.2.4 Database Compacting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
CHAPTER 20: SYSTEM RECOVERY 483

20.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
20.2 Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
20.2.1 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
20.2.1.1 Back Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
20.2.1.2 Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
20.2.2 Backup and Restore Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
20.2.2.1 Protected Server Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
20.2.2.2 Location of Script Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
20.2.2.3 Backup File Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
20.2.2.4 Main Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
20.2.2.5 Convenience Scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
20.2.2.6 Support Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
20.2.2.7 Estimated Completion Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
20.2.2.8 Modifications for Non-Standard Installations . . . . . . . . . . . . . . . . . . . . . . . . 487
20.2.3 Backup and Restore Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
20.2.3.1 Setting Up an Alternate Storage Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 487
20.2.3.2 Establishing a Connection to a Voicemail Model Switch. . . . . . . . . . . . . . . . 487
20.2.3.3 Backing up Server Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489
20.2.3.4 Restoring a Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491
ShoreTel 11.1 17
20.2.3.5 Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492

20.3 Failover Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
20.3.1 Configuring Primary and Secondary IP Addresses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
20.3.2 Conditions during the Failover and Failback Operations . . . . . . . . . . . . . . . . . . . . . . . . 493
20.3.3 System Failover Conditions and Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
20.3.3.1 License Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
20.3.3.2 MCM Failover Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
20.3.4 System Failback Conditions and Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
20.3.4.1 License Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
20.3.4.2 MCM Failback Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
CHAPTER 21: REPORTING 495

21.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
21.2 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
21.2.1 Reports panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
21.2.1.1 Reports section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
21.2.1.2 Parameters Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 497
21.3 Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
21.4 Supporting Asian Fonts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499
21.5 Configuring Send CDR Out SMDR Interface . . . . . . . . . . . . . . . . . . . . . . . . . . 500
21.5.1 Creating the Archive Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
21.5.2 Setting up Archive DB on Remote Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
21.5.2.1 Upgrading Archive DB on Remote server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
APPENDIX A: EMERGENCY 911 OPERATIONS 503

A.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
A.1.1 How 911 Calls Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503
A.1.2 Roles and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
A.1.3 Selecting a PS/ALI Service Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
A.2 Feature Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
A.2.1 Digit Collection for 911 Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
A.2.2 Ensuring Proper Routing of 911 Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
A.2.3 Trunk Signaling for 911 Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
A.3 Selecting Caller ID Type for 911 Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
A.3.1 Available Caller ID Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
A.4 Configuring Your System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
A.4.1 Trunk Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
A.4.2 User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
A.4.3 Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
A.4.4 IP Phone Address Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513
A.4.5 Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513
A.4.6 Sites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513
A.5 Planning Your Emergency Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
A.5.1 Call Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
A.6 International Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 515
A.6.1 Special Considerations for Netherlands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
A.7 Verifying Your 911 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
A.8 Additional Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517
A.9 911 Enable Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517
18
APPENDIX B: CALL DETAIL RECORD REPORTS 519

B.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
B.1.1 Call Accounting Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
B.1.2 Active CDR Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
B.1.3 Legacy CDR Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
B.1.3.1 Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
B.2 Talk Time Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521
B.3 MySQL Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
B.3.1 Compatibility and Pre-Configuration Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
B.3.1.1 Disk Space Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
B.3.1.2 Compatibility with Utility Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
B.3.2 Archival and Backup Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
B.3.2.1 Record Retention Periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
B.3.2.2 Database Archive Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
B.3.2.3 Database Backup Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
B.3.2.4 Database Restore Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
B.3.2.5 Database Replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525
B.3.3 Installing MySQL on a Secondary Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525
B.3.4 Performance Tuning for Report Generation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 526
B.3.5 Report generation time – CPU Utilization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
B.3.6 MySQL CDR Database and Internationalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
B.3.7 Monitor MySQL service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
B.3.8 Tools for browsing MySQL database tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
B.3.9 Restrictions in the number of records returned by the MySQL CDR query . . . . . . . . . . 527
B.4 CDR Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
B.4.1 TMS-CDR Media Stream Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
B.4.1.1 Formatting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
B.4.2 Generating CDR Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
B.5 Interpreting CDR Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
B.5.1 User Activity Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
B.5.1.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
B.5.1.2 Name (Extension Field) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
B.5.2 User Activity Detail Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
B.5.2.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
B.5.2.2 Name (Extension Field) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
B.5.3 Trunk Activity Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
B.5.3.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
B.5.4 Trunk Activity Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
B.5.4.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
B.5.5 Workgroup Agent Summary Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
B.5.5.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
B.5.6 Workgroup Agent Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
B.5.6.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
B.5.7 Workgroup Service Level Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
B.5.8 Workgroup Queue Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
B.5.8.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
B.5.9 WAN Media Stream Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
B.5.9.1 Calls Included. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548
B.5.10 WAN Media Stream Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549
B.5.10.1 Call Included . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549
B.5.11 Account Code Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
B.5.12 Account Code Detail Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
B.6 CDR Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553
B.6.1 Call Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554
ShoreTel 11.1 19
B.6.2 Enumeration Tables: Use for the Call Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556

B.6.2.1 Call Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
B.7 Connect Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
B.7.1 Connect Table Field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
B.7.2 Enumeration Tables Used for Connect Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
B.7.2.1 PartyType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
B.7.2.2 PartyIDFlag. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
B.7.2.3 ConnectReason. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
B.7.2.4 Disconnect Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560
B.7.2.5 Trunk Direction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
B.8 MediaStream Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
B.9 AgentActivity Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
B.9.1 Enumeration Tables Used for AgentActivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
B.10 QueueCall Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
B.10.1 Enumeration Tables Used for QueueCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
B.11 QueueStep Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
APPENDIX C: SHOREGEAR SWITCHES 569

C.1 Switch Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569
C.1.1 ShoreGear 1-U Half Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569
C.1.2 ShoreGear Voicemail Model Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570
C.1.2.1 Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570
C.1.3 ShoreGear 1-U Full Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571
C.2 Specifications – SG 1-U Half-Width Switches . . . . . . . . . . . . . . . . . . . . . . . . . 572
C.2.1 ShoreGear 90 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572
C.2.1.1 Switch Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572
C.2.1.2 LED Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572
C.2.1.3 ShoreGear 90 Connectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574
C.2.2 ShoreGear 90BRI Voice Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575
C.2.2.3 ShoreGear 90BRI Connectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
C.2.5 ShoreGear 30BRI Voice Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 584
C.2.5.3 ShoreGear 30BRI Connectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
C.2.6 ShoreGear 220T1 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588
C.2.6.3 ShoreGear 220T1 Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
C.2.7 ShoreGear 220T1A Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
C.2.7.3 ShoreGear 220T1A Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593
C.2.8 ShoreGear-220E1 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
20

C.2.8.3 ShoreGear-220E1 Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
C.2.9 ShoreGear T1k Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
C.2.9.3 ShoreGear T1k Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
C.2.10 ShoreGear E1k Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
C.2.10.3 ShoreGear E1k Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602
C.3 Specifications – SG Voice Model Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
C.3.1 ShoreGear 90V Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
C.3.1.3 ShoreGear 90V Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 605
C.3.2 ShoreGear 90BRIV Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606
C.3.2.3 ShoreGear 90BRIV Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
C.3.3 ShoreGear 50V Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
C.3.3.3 ShoreGear 50V Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
C.4 Specification – SG 1U Full Width Switches. . . . . . . . . . . . . . . . . . . . . . . . . . . 613
C.4.1 ShoreGear 120 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613
C.4.1.3 ShoreGear 120 Connectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
C.4.2 ShoreGear 24A Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616
C.4.2.3 ShoreGear 24A Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 618
C.4.5 ShoreGear-T1 and ShoreGear E1 Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
APPENDIX D: CENTRALIZED DIAL NUMBER (DN) 629

D.0.1 Centralized Dail Number (DN) Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629
GLOSSARY 631
INDEX 641
ShoreTel 11.1 21
22
Preface
This preface provides information about the objectives, organization, and conventions of
the ShoreTel Administration Guide.
Objectives
This guide explains how to use ShoreWare Director to configure, administer, and maintain
the ShoreTel system.
The planning and installation procedures are covered in the ShoreTel Planning and
Installation Guide.
Audience
This guide is written for the person who uses ShoreWare Director to administer and
maintain the ShoreTel system.
Organization
This guide is organized to reflect the order in which you initially configure the ShoreTel
system.
The “Getting Started” section in the next chapter provides an ordered checklist to be used
the first time you configure your system.
Documentation Overview
The ShoreTel system is documented as described in the following sections.
System Documentation
The following system documents are in the documentation folder on the ShoreWare DVD
and can also be accessed from ShoreWare Director:
• ShoreTel Planning and Installation Guide provides information on how to plan the
implementation of the ShoreTel system, as well as how to install the necessary
hardware, data communications, and telecommunications elements. The ShoreTel
Planning and Installation Guide can be used in conjunction with the ShoreCare
ControlPoint project management tool.
• ShoreTel Administration Guide (this guide) provides detailed information on how
to administer and maintain the ShoreTel system using ShoreWare Director. This
includes task-based information, as well as screen-by-screen information regarding
ShoreWare Director.
ShoreTel Administration Guide 23

Hardware Documentation
The following hardware installation documents are packaged with their associated ShoreTel
voice switch or ShoreTel IP phone:
• ShoreTel Voice Switch Quick Install Guide
• ShoreTel IP Phone Quick Install Guide
If you have also purchased one or more ShoreTel Converged Conference Bridges, refer to
the ShoreTel Conference Bridge Quick Install Guide and the ShoreTel Converged Conference
Solution Administration Guide.
If you have purchased the ShoreTel Contact Center Solution, refer to the ShoreTel Contact
Center Solution Administration Guide and the ShoreTel Contact Center Solution Planning and
Installation Guide.
User Documentation
End-user documentation is installed during the ShoreTel Communicator installation. To
access it, choose the Help -> Contents and Index menu item within the ShoreTel
Communicator application.
The Telephone User Interface Analog Quick Reference and the Telephone User Interface IP
Phone Quick Reference are available from the ShoreTel web site at www.shoretel.com, as
well as from ShoreWare Director.
Release Notes
The release notes listed below provide information about new releases and new features as
well as installation and upgrade information. They can be found in the documentation
folder on the associated DVD and can also be accessed from ShoreWare Director.
• ShoreWare Server Release Notes
Online Knowledge Base

To access additional information about the release or to resolve issues with the product, use
the ShoreTel Communications Online Knowledge Base, accessible from the ShoreTel web
site at www.shoretel.com.
Document Conventions
The following conventions are used in this guide:
• Data-entry fields, hypertext links, control buttons, keywords, and other items
within the system management interface are in a boldface font.
• Information that you enter in data fields are in a data_entry font.
24
Chapter 1: Using ShoreWare Director ShoreTel Administration Guide
C H A P T E R 1
Using ShoreWare Director
1.1 Introduction
This chapter provides information about using ShoreWare Director. Sections in this chapter
include:
• Overview of ShoreWare Director
• Login
• Product Registration
• Navigation Frame
• Data-Entry Frame
• Getting Started
1.2 Overview of ShoreWare Director

ShoreWare Director is a web-based administration and maintenance tool that lets you
manage your ShoreTel system from anywhere on your IP network. The ShoreTel system has
a unique distributed call control architecture as well as a suite of voice applications that
provides a single image system for all users across all sites. Gone are the days of having
PBXs, voice mail systems, automated attendants, or ACD systems, each with their own
dedicated management interface. ShoreWare Director lets you manage, from a single web
management interface, all your users and trunks, including the call control features, and all
the voice applications (voice mail, automated attendant, workgroups, call detail recording,
unified messaging, and desktop call control).
Figure 1-1 ShoreWare Director Individual Users List Panel
ShoreTel 11.1 25
ShoreTel Administration Guide Chapter 1: Using ShoreWare Director
1.2.1 Architectural Overview

The main ShoreWare server hosts the web site for ShoreWare Director using Microsoft
Internet Information Server. When you launch a web browser and navigate to the
ShoreWare Director web site, the server provides HTML web pages from which you can add
to, delete from, and edit the configuration of the system (see Figure 1-1). When you click
Save, your change is sent to the server and saved in the ShoreTel database. All other system
components are automatically and immediately notified and updated.
In addition to the configuration panels, ShoreWare Director has a maintenance interface for
the ShoreTel system. When you navigate to a maintenance panel in ShoreWare Director,
system status is displayed, and you can issue maintenance commands. The commands are
passed to and executed by the server. If you have distributed ShoreWare application
servers, you can navigate from the main server to each distributed server through
ShoreWare Director to view status and issue commands to the distributed server.
ShoreWare Director is supported only by Microsoft Internet Explorer 5.5 and later versions.
If you are running ShoreWare Director from Windows XP (SP2), the Director site (i.e.
URL) must be added to Internet Explorer’s list of “trusted sites.”
1.2.2 Multi-level Management

The ShoreTel system provides in-depth access levels to ShoreWare Director. System
parameters for administrative permissions allow many administrative roles to be defined so
as to provide only as much access to the system as each user requires. By default, the initial
system administrator has access to everything on the system. However, by using the
administrative permissions panels, you can define site administrators, directory list
managers, read-only users, and more. Each user who needs to access Director can be
assigned a level of permission tailored for his needs.
1.2.3 Multi-user Management

ShoreWare Director allows simultaneous access to ShoreWare Director by multiple users.
To ensure data integrity, the database is locked during save transactions in ShoreWare
Director. If another user tries to save changes while the database is locked, ShoreWare
Director advises the user that the changes were not saved; the user simply needs to save the
changes again.
Most changes to the database are completed within one second, so the probability of
attempting to save while the database is locked is low.
If two users open the same record at the same time, the user who saves last “wins,” since
changes are processed in serial order. If two users open the same record at the same time
and the first user deletes the record, the second user receives an error message upon trying
to save.
1.2.4 External Telephone Number Formatting

Unlike the Personal Communicator, which has a location as a reference point, ShoreWare
Director is global and has no inherent location; it has no inherent relationship to local
exchanges or countries. The following is a list of number entry rules:
All external numbers in ShoreWare Director – must be entered in canonical format, as
follows:
• +C… (A…) S…
“+” = International designation
26
“C” = Country code

“A” = Area code (also known as a city code)
“S” = Subscriber number
DID Numbers – Must be entered in canonical format.
• +1 (408) 331-3300 (U.S., Canada)
Message Notification Destinations – Must be entered in canonical format and
include a trunk access code. The number is presented back to the user in canonical format.
• +1 (408) 331-3300 (U.S., Canada)
System Directory Entries – Must be entered in canonical format. The number is presented
back to the user in canonical format.
• +1 (408) 331-3300 (U.S., Canada)
Call Forward Destinations – Must be entered in canonical format and include a trunk
access code. The number is presented back to the user in canonical format with the trunk
access code in front of the number.
• 9+1 (408) 331-3300 (U.S., Canada)
Off-system extensions can be used as call forward destinations. You must enter the off-
system extension without a trunk access code (for example, 8 or 9) for proper operation.
Table 1-1 gives example phone numbers for all the countries supported by ShoreWare
Director.
Phone Number Country
+1(408) 331-3300 U.S., Canada
+31 70 348 6486 Netherlands
+33 8 36 68 31 12 France
+34 91 845 6078 Spain
+44 20 7634 8700 UK
+49 69 571903 Germany
+55 61 429 7777 Brazil
+60 3 2693 5188 Malaysia
+61 2 9360 1111 Australia
+65 736 6622 Singapore
+852 2508 1234 Hong Kong
Table 1-1 International Phone Number Examples
1.2.5 Preferences
ShoreWare Director saves certain preferences in “cookies” on the client PC for ease of use.
The panel shown in Figure 1-2 lets you configure some of these preferences, including how
you record auto-attendant prompts and exposes some defaults. To view this panel, click
Preferences under the Administration link in the navigation frame (described later in this
chapter).
The parameters that you can set on the panel shown in Figure 1-2 are described here:
• Play and Record Using: This controls how you play and record an auto-attendant
prompt.
ShoreTel 11.1 27
Figure 1-2 Preference Edit Panel
— PC – Click this button if you will play and record via your PC’s speakers and
microphone. This requires that you have a sound card installed in your
computer.
— Telephone – Click this button if you will play and record via your telephone
handset. In the Call Number field, you must enter a telephone number or the
extension at which the system will call you.
• Sorting Order: This controls the sort order of the users on the Individual User List
panel. The column name you select from the Individual Users panel drop-down list
defines the column that is used to sort the user list in ascending order.
• “Add New” Defaults: This defines the default when adding new records. It
includes:
— User Group
— Trunk Group
— Trunk Group Type
— Switch Type
In addition to the preferences that are exposed explicitly, ShoreWare Director will
remember other preferences as cookies and leverage them to predict good defaults when
adding new records. The following information is also stored locally in cookies:
• Extension numbers
• DID numbers
• Sort order for every list panel
1.2.6 Prompts
Prompts on the ShoreTel system can be imported into the system using µ-law, WAV file
format (CCITT µ-law, 8KHz, 8 bit, mono). If you want your prompts to match the voice of
the ShoreTel system, contact Worldly Voices at the web site www.worldlyvoices.com.
Request that “Connie” record your prompts. Worldly Voices provides this service for a
nominal fee and provides rapid turnaround.
28
1.3 Login
To access ShoreWare Director, you must enter its Uniform Resource Locator (URL) in your
web browser’s address field. Typically, this has the form:
http://<shoreware_server_name>/ShoreWareDirector
After entering the URL, click Go or press the Enter key, and the login panel appears as
shown in Figure 1-3. The build number for the ShoreWare software appears above the
copyright number.
You can use the name of your ShoreWare server if you have a name resolution service
available; otherwise, use the IP address of the server.
Figure 1-3 Login panel
To log in to ShoreWare Director:
Step 1 Enter your user ID and password in the User ID and Password fields. The
default user ID and password for the system are admin and changeme.
The admin and changeme defaults must be changed once you assign full
System Administrator permission to a user. See the Section 2.12 on page 61 for
information.
Step 2 Click Login to log in or click Cancel to re-enter your user ID and password.
You can find the current build number associated with the installed software in
the lower left corner of the Login Panel.
ShoreTel 11.1 29
1.4 Product Registration

After you install or upgrade to ShoreWare 10.1 and launch ShoreWare Director for the first
time, a Welcome screen directs you to register your ShoreWare software and request your
ShoreWare software system keys shown in Figure 1-4, appears, providing you with the
following registration options:
• Now: Takes you to the System Parameters Edit Contacts panel, which is described
in Section 2.11 on page 59.
• Later: By-passes registration, taking you directly to the Quick Look panel. You can
register at a later date. Refer to Section 19.2 on page 454.
• Never: Takes you directly to the Quick Look panel without ever registering the
product.
The ShoreTel Registration and Advisory Service entails a mandatory registration process
that is triggered by the installation of ShoreWare 10.1 or any subsequent release. System
administrators are prompted to enter customer and partner contact information, which is
sent to ShoreTel along with a summary of the version of software installed, the license keys
on the system and the inventory of switches. For new installations, this process also serves
as the request for a ShoreWare software system key.
The registration information is transmitted to ShoreTel via secure web technology to ensure
integrity and privacy. For systems that are not online, an email transmission option is also
available..
Figure 1-4 Product Registration panel
NOTE: You are required to register your ShoreWare software within 45 days in order to
continue using ShoreWare Director. You can request a new license during the
registration process
30
If your installation does not have adequate or current licenses, the License Requirements
panel appears when you have completed or skipped registration. See Section 2.10 on page
53.
1.4.1 Contact Information

When you select the Now option from the Welcome screen, you start the ShoreWare
software registration process. The Contact Information screen is displayed, as shown in the
following figure.
Figure 1-5 User Contact Information
To complete the Contact Information page:
Step 1 Enter partner and company information.
Step 2 Enter the Sales Order Number, which can be found on the ShoreTel packing slip.
Step 3 Click Save to save your information to the database.

You can continue the registration process by sending the contact information to
ShoreTel and requesting a license key.
ShoreTel 11.1 31
Step 4 Click the Now, Later or Print button to continue.

Note: The only field that is filled in automatically is the Server MAC address field. If
licenses are already present, such as during an upgrade, the Sales Order Field is
optional.
Requesting the ShoreWare Software License Key

After filling out the Contact Information form, you can send the information to ShoreTel
and request the license key.
To request a license key, follow these steps.
Step 1 Click the Now button. The following screen is displayed.
Figure 1-6 License Preview Panel
Step 2 Click the Submit button to send your request now. The information is sent to
ShoreTel. After the information is verified, your license key will be emailed to
you.
You can click the Later button to postpone your request for a ShoreWare software
system license.
NOTE: Installation of any subsequent release of ShoreWare 10.1 will prompt for re-
registration.
After you have registered ShoreWare Director, the Quick Look panel (shown in Figure 1-7)
appears in the browser window.
32
Figure 1-7 Quick Look panel
1.5 Director Components

ShoreWare Director is a browser-based network management tool that a single
management interface for all ShoreTel voice services and applications across all locations.
Director provides a single image system across your entire network consisting of multiple
servers and switches.
Changes made through Director propagate dynamically across the system. In addition to
initial provisioning tasks, the Director provides UI panels for add and removing users,
devices, and system components. Director provides maintenance for monitoring and
changing the status of system components. The system can be configured with event filters
that automatically generate an e-mail message if an error occurs on the system.
The following sections describe basic Director UI components.
1.5.1 Navigation Frame

The Navigation Frame is located on the left side of the Director window (Figure 1-8) and
provides access to the following:
• List, edit, and maintenance panels that appear in the data-entry frame on the right,
as discussed in the next section
• Links to the system documentation
• A link for logging off from the system
It is more convenient to use the navigation frame links to navigate between panels
appearing in the data-entry frame than to use your web browser navigation buttons.
Clicking the link expands and contracts the administration links shown in
Figure 1-8. Likewise, clicking the Maintenance or Documentation link expands and
contracts their associated links.
Clicking a link further expands the list or takes you directly to a panel that appears in the
data-entry frame. For example, clicking System Parameters expands the list; clicking
System Extensions under the System Parameters link takes you to the System Extensions edit
panel; and clicking Switches under the System Parameters link takes you to the Switches list
panel.
ShoreTel 11.1 33
Figure 1-8 ShoreWare Director Layout
1.5.1.1 Getting Help

To get help that pertains to the panel you are working on, you can press the F1 key or click
the Help link in the data-entry frame, which provides access to the relevant chapter from
this guide. From the navigation frame, you can access this complete guide, or other system
documentation, by clicking the Documentation link to expand the list of guides. The
following documentation is provided:
ShoreTel Planning and Installation Guide
Telephone User Interface Guide IP Phone
Telephone User Interface Guide Analog Phone
Server Release Notes
Client Release Notes
34
Clicking any of the titles invokes a Portable Document Format (PDF) copy of the
corresponding document.
1.5.1.2 Logging Off

To log off from ShoreWare Director, click the Logoff <user_name> link in the navigation
frame.
You are automatically logged off after 60 minutes of inactivity unless you are viewing the
Quick Look panel or a Switch maintenance panel.
1.5.2 Data Panels

Data Panel are located on the right side of the Director window and provides a way to add,
delete, or edit the system configuration, as well as to view status and issue commands to
ShoreWare Director. These panels are referred to as list panels, edit panels, and
maintenance panels.
1.5.2.1 List Panel

List panels provide tabular information about the current configuration and links for
adding to or editing the configuration.
Adding
A New or Add new control at the top of most list panels allows you to make additions to the
system configuration. Depending upon what is being added, you may have to select a site,
trunk group, trunk type, switch type, or country. For example, the Users list panel shown
in Figure 1-9 allows you to add a new user at a site by selecting the desired site and clicking
Go. This brings you to the Individual Users edit panel to complete the configuration.
Figure 1-9 Individual Users List panel
ShoreTel 11.1 35
Linking to Edit Panels

List panels provide a way to navigate to individual records for the purpose of viewing,
changing, or deleting information. For example, clicking a bold user name in the first
column in Figure 1-9 takes you to the Edit User panel, where you can view and change the
configuration of that user.
The items in bold on list panels link to the most common record to be changed. In
addition, other items are underlined to allow fast navigation to related edit panels.
Sorting
The records on each list panel are presented in a default sort order and most panels allow
you to change the sort order by clicking an associated column heading (ascending order
only). For instance, clicking the Extension column heading on the Individual Users list
panel sorts all users in ascending order by extension.
The column you click for sorting is the primary sort order. If you clicked a column other
then the First Name column, the First Name column is the secondary sort order.
List Paging
To assist enterprises with large amounts of data, several configuration screens offer
searching and sorting of the data used in a pertinent field. For example, when selecting
members of a hunt group, you can search for last names, extensions, and more. If more
data is returned than fits the window, you can panel up and down through the results. Hunt
groups, extension lists, workgroup agents, and call handing delegation offer paging.
1.5.2.2 Edit Panels

Edit panels include user interface controls that let you view and change individual system
parameters. They also include command buttons that let you perform functions such as
save and delete.
Control Buttons
This section describes the functions of the five control buttons that appear on most edit
panels. Individual data-entry fields, drop-down lists, and option buttons are described in
the appropriate sections throughout each chapter.
New: Click to create a new record based on default values.
This does not overwrite the values of the original record.
Copy: Click to create a new record based on the relevant values of the current
record.
This does not overwrite the values of the original record.
Save: Click to save the record that you added or edited.
You receive a warning if you try to navigate to another panel before saving your
changes.
Delete: Click to delete the current record from the system.
Reset: Click to reset the current record to the values previously saved.
ShoreWare Director saves certain parameters on your computer locally (using cookies) to
help present the most relevant default configuration when you click New or Copy. This
includes extension numbers and DID numbers.
36
Figure 1-10 Edit User panel
1.6 Getting Started

This section lists a summary of tasks to perform to configure your system for the first time.
This ordered list also follows the order in which this guide is organized. Before you begin
configuring the system, make sure it has been properly installed as described in the
ShoreTel Planning and Installation Guide.
❑ Launch ShoreWare Director and log in using the default user ID (admin) and
password (changeme).
❑ Register ShoreWare Director from the registration panel. You can by-pass
registration using the Never option.
ShoreTel 11.1 37
ShoreTel encourages you to register ShoreWare Director so that we have the

most up-to-date information concerning your ShoreTel products and
installation.
❑ If required, update your ShoreTel licenses from the License Requirements
panel. If you have not previously updated your licenses, you will be directed to
the License Requirements panel after you have registered ShoreWare Director.
Until you have updated all required licenses, ShoreWare Director will continue
to open to the License Requirements panel after login.
❑ Configure system parameters from the link:
Install any new licenses your installation requires from the Licenses panel.
Configure the system’s dialing plan from the Dialing Plan panel. Review the
extension length as well as the dialing plan reservations for extensions and
trunk access codes.
Configure the system’s extensions from the System Extensions panel.
Review the default system extensions and change the defaults if you need
to use these extensions for other purposes.
Review password and log file settings on the Other panel. You should be
able to accept all the defaults.
Review Administrative Permissions. People who will have permission to
change Director settings can be entered here.
After you have created users, you can return to this panel and give them
administrative permissions.
You can typically by-pass the Contact Information, SNMP, and BOOTP Server
panels.
❑ Configure sites by clicking the navigation link:
Review the default Headquarters site information by clicking the
Headquarters link on the Site list panel:
— Country location for the site
— Local area codes for 7- and 10-digit dialing
— Emergency call back number (if using ISDN PRI)
— Time zone (for correct date and time for caller ID telephones)
— Admission control bandwidth (for multiple-site configurations)
You cannot configure Night Bell Switch or Paging Extension until the
proper switch is configured, nor can you configure Operator Extension or
Fax Redirect Extension until the proper users are configured. You will need
to return to this panel later.
Set the IP address range for the IP phones at any remote sites. You define IP
address ranges so that IP phones are assigned to the correct site. IP phones
not assigned to a remote site are associated with Headquarters.
Configure additional sites if desired.
❑ Configure additional ShoreWare servers from the Application Servers panel:
Add each ShoreWare server.
Name each server and assign it to a site.
Set the voice mail and auto-attendant extensions.
Assign a user group to the server.
38
❑ Configure any ShoreTel Converged Conference Bridges in your system from the
Conference Bridges panel. For more information, see the ShoreWare Converged
Conference Administration Guide. Then configure the Conference Bridge server
settings to enable document sharing and Make Me conferencing (see Section
8.6 on page 190).
❑ Configure the ShoreTel Contact Center Solution in your system. For more
information, see the ShoreTel Contact Center Solution Administration Guide and
the ShoreTel Contact Center Planning and Installation Guide.
❑ Configure the ShoreWare System Monitor. For more information, see the
ShoreWare System Monitor Guide.
❑ Configure ShoreGear voice switches from the Switches panel:
Add each ShoreGear-120/24, ShoreGear 90, ShoreGear-60/12, ShoreGear
50, ShoreGear-40/8, ShoreGear 220T1/T1A/E1 and ShoreGear-T1/E1 voice
switch.
Provide a name and description and use the Find Switches button to
discover each voice switch on the network.
Assign each switch to the proper site.
Assign the configuration switches that manage the configuration
downloads to the IP phones. If you do not assign configuration switches,
the first two ShoreGear-120/24, ShoreGear-60/12, or ShoreGear-40/8
switches you configure are automatically set as configuration switches.
Your ShoreGear voice switches must have a valid IP address from a DHCP
server or from the BOOTP server on the ShoreWare server, or an address
statically configured from the maintenance port (24, T1, and E1 only).
❑ Configure IP phones from the IP Phones link:
Add IP phone ports to ShoreGear-120/24, ShoreGear 90, ShoreGear-60/12,
ShoreGear 50, ShoreGear-40/8, ShoreGear 220T1/T1A/E1 and ShoreGear-
T1/E1 voice switches supporting IP phones. For each port you assign to IP
phones, the switch supports five IP phones. For more information, see
Chapter 8, starting on page 157.
Set the boot parameters of the IP phones. ShoreTel IP phones are set to find
boot information from a DHCP server. If your installation has other
requirements, use the IP phone set-up menu to set server and boot
configuration parameters. For more information, see the ShoreTel Planning
and Installation Guide.
You can speed up the installation process by using the Extension Assignment
feature. For more information, see Chapter 8, starting on page 157 as well as
Appendix A, starting on page 501.
❑ Configure the following users before you add general users to the system:
During installation, a system administrator is set up. Assign a person at
your site to this role. When you assign a system administrator, the default
user ID and password must be changed. Make a note of the new user ID and
password, since the defaults (admin and changeme) will no longer be
available.
Configure an Operator for each site.
ShoreTel 11.1 39
This is the extension reached when 0 is dialed from the telephone. Note
that operators can span sites.
Configure a “user” as the Fax Redirect extension for each site.
Configure a user as the default Personal Assistant for all other users. This is
the user that calling parties are routed to when they dial “0” in a user’s
mailbox. It is important that you configure the default Personal Assistant
before adding the bulk of the users so that appropriate defaults can be
assigned. If you omit this step, you may have to spend time reconfiguring
the users later.
Configure the Call Handling Modes Defaults and assign the Personal
Assistant.
❑ Complete configuration of sites:
Return to each site and complete the configuration for Night Bell, Paging,
Operator, and Fax Redirect.
If you have added additional servers, return to each Site edit panel and
reconfigure as appropriate.
❑ Configure all trunk groups and trunks:
Configure trunk groups from the Trunk Groups panel. You can modify the default
trunk groups, add new trunk groups, and assign individual trunks for Make Me
conferencing.
Configure the trunks from the Individual Trunks panel. For the ShoreGear-T1,
return to the Switch edit panel and assign all the channels on the T1 to the proper
trunk group.
❑ Configure the users from the Users panels:
Configure the user groups, including all the Class of Service (CoS)
permissions from the User Group edit panel. You can modify the default
user groups or add new trunk groups. Be sure to grant access to any new
trunk groups you have added.
Configure all the users from the Individual Users edit panel.
Configure any anonymous telephones from the Anonymous Telephone edit
panel.
❑ Configure call control parameters from the Call Control link. Set up hunt
groups and paging groups, as needed.
❑ Configure voice mail parameters and system distribution lists from the Voice
Mail Options and System Distribution Lists panels.
❑ Configure the auto-attendant parameters from the Auto-Attendant edit panels:
Configure each auto-attendant menu from the Menus panel.
❑ Set schedules from the Schedules link. These may be used by the auto-attendant
or paging groups.
Configure the workgroups from the Workgroups edit panel:
Configure the workgroup.
Configure the call handling modes.
Configure the queue, including prompts.
40
❑ Configure the system directory from the System Directory edit panel:
If you use Microsoft Exchange and Microsoft Outlook, you can leverage
Contacts on the Exchange Server for common contact information.
ShoreTel 11.1 41
42
Chapter 2: Setting Up System Parameters ShoreTel Administration Guide
C H A P T E R 2
Setting Up System Parameters
2.1 Overview
This Communicator chapter explains how to set up system-wide parameters from the
System Parameters link. Click the System Parameters link in the navigation frame to display
additional links, as shown in Figure 2-1.
Figure 2-1 System Parameters Navigation Links
System parameters are grouped into categories corresponding to the sections in this
chapter:
Dialing Plan
Digit Translation Tables
System Extensions
SNMP
BOOTP Server
Other Parameters
Languages
Licenses
ShoreTel 11.1 43
ShoreTel Administration Guide Chapter 2: Setting Up System Parameters
Contact Information
Administrative Permissions
2.2 Dialing Plan

The Edit Dialing Plan page (Figure 2-2) lets you define the conventions for how
extensions, trunk access codes, menu numbers, and distribution list numbers are managed
by the system.
Figure 2-2 Edit Dialing Plan Panel
To reach the Edit Dialing Plan page, click the Dialing Plan link under System Parameters in
the navigation frame.
2.2.1 Parameters
The parameters on the Edit Dialing Plan page are as follows:
Number of Extension Digits: This parameter tells you the current number of
extension digits on the system. The ShoreTel system supports extension lengths of
3, 4, or 5 digits. The default is 3 digits.
To increase the extension length, click the Increase Extension Length link. Due to
the scope of the change, this procedure requires you to stop and start the
ShoreWare voice services as well as the ShoreGear voice switches. Also see Section
2.2.2 on page 46.
Dialing Plan: These parameters let you reserve digit ranges for the configuration of
trunk access codes and dialed numbers.
The Reservation list lets you select one of the following:
— Extension Prefix (n digits) – For use with the On Net Dialing feature. Click on
the drop-down menu to the right of the desired digit and select the number of
44
digits you would like the extension prefix (i.e. site code) to contain. Extension
prefixes can range from 1 to 7 digits in length. The leading digit determines the
length of the prefix. Extension prefixes with different leading digits do not have
to contain the same number of digits.
Note: The Configure Extension Prefix Warning window appears with a list of
each of the sites in your system. Next to the list of sites you will find a blank
field that requires you to enter the desired extension prefix. This prefix will be
applied to every dialed number at that particular site. Make sure to back up the
system before clicking Save.
— Extensions – Reserves this range for use by extensions, mailboxes, distribution
lists, and menus. Note that the digit “0” cannot be reserved for extensions.
— Not Used – Does not allow this range to be used.
— Operator – Defines the digit as a shortcut for reaching the site operator with
the telephone. By default, the system is programmed with “0” as the operator
digit.
— Trunk Access Codes [1 Digit] – Defines the range solely for 1-digit trunk access
codes.
codes.
codes.
The ShoreTel system provides a single, global image across sites and this needs to
be considered in the dialing plan. Extensions, trunk access codes, operator digits,
and emergency numbers for your various sites must not overlap.
— The operator digit defaults to “0”, but often the digit “0” is used as a trunk
access code internationally. If you want to use it as a trunk access code, you will
not be able to dial the operator with this digit. ShoreTel recommends that
international customers standardize globally on a single trunk access code for
the purposes of network call routing (for example, use “9” for all trunk
groups).
— Extensions must not conflict with the leading digits of emergency telephone
numbers, since the ShoreTel system allows users to dial emergency numbers
with or without a trunk access code. If you are deploying a global voice
network, this must be considered for all emergency numbers. For instance,
extensions should not include the following, since they relate to international
emergency codes:
❋ 112, 112x, 112xx (Parts of Europe)
❋ 911, 911x, 911xx (U.S., Canada)
❋ 999, 999x, 999xx (Parts of Europe and Asia/Pacific)
First System Distribution List and Last System Distribution List: These
parameters define the lower and upper boundaries, respectively, for the numbers
reserved for system distribution lists. These values must be consistent with digit
reservations for extensions.
When sending a voice mail message to a group of users who belong to a particular
system distribution list, you enter the number of the distribution list. These lists
are created under System Distribution Lists from the Voice Mail navigation link. See
Section 13.1 on page 367 also.
ShoreTel 11.1 45
First Menu Number and Last Menu Number: These parameters define the lower
and upper boundaries, respectively, for the numbers reserved for menu numbers.
These values must be consistent with digit reservations for extensions.
The auto-attendant, in general, has an extension number defined on the System
Extensions edit page. Menu numbers define the specific menu number on the
system, since the system supports a total of 256 menus. See Section 14.2.2 on page
388 also.
2.2.2 Increasing Extension Length

You can increase the length of the your phone extension digits. Due to the scope of this
change, you are prompted to stop all ShoreWare voice services as well as restart the
ShoreGear voice switches following the changes.
You can increase the extension length from:
3 to 4 digits
3 to 5 digits
4 to 5 digits
This is done by pre-pending one or two digits to all existing extensions, mailboxes, menus,
and distribution lists.
To increase the extension length:
Step 1 Click Increase Extension Length.

A warning dialog appears as shown in Figure 2-3.
Figure 2-3 Warning Dialog Box
Step 2 Click Yes to increase the extension length.
Step 3 Specify the new digit or digits to be added in front of all existing and future
extension numbers (see Figure 2-4). Click OK to apply the change.
2.3 Digit Translation Tables

Selecting link from Parameters takes you to the Digit Translation
List page shown in Figure 2-5. Select the list you wish to view or edit or click New to add a
new table. An edit page, as shown in Figure 2-6 displays.
You can select an existing translation item for deletion by clicking the Delete button.
46
Figure 2-4 Specifying New Extension Digits
Figure 2-5 Digit Translation List Page
If you are using the application server as a PBX for a legacy voice mail system, you may
have, for example, 4-digit extensions on the voice mail system and 3-digit extensions on
the ShoreTel system. To translate from one to the other, use the Digit Translation Table, as
shown in Table 2-1. Also refer to Section 4.3 on page 75.
When using the application server as a PBX, set up the Digit Translation Table in the
following way:
Actual Extensions Digit Translation Table
Replacement
ShoreTel Legacy VM Original Digits Digits
5xx 65xx 5 65
3xx 73xx 3 73
2xx 83xx 2 83
65xx 5xx 65 5
66xx 6xx 66 6
75xx 3xx 75 3
Table 2-1 Digit Translation Table
To create a digit translation table:
Step 1 Click New and the Digit Translation page appears as shown in Figure 2-6.
Step 2 Enter a name for the translation table and click Save.
Step 3 Click New to add a translation rule in the Entry Dialog Box.
Step 4 Click Save to save the rule.
ShoreTel 11.1 47
Figure 2-6 Digit Translation Page and Entry Dialog Box
2.4 System Extensions

The page is divided into five areas—Voice Mail, Account Codes, AMIS, Auto-Attendant and
Make Me Conferencing which you configure the ShoreTel system extensions. To invoke the
Systems Extensions edit page (shown in Figure 2-7), click the link under
System Parameters in the navigation frame.
Figure 2-7 System Extensions Edit panel
2.4.1 Parameters
The parameters on the System Extensions edit page are described below.
Voice Mail Extension: This is the extension that is used for forwarding calls to
voice mail. The value must be a valid, unused extension.
For example, if User A is configured to have calls forwarded to voice mail on ring
no-answer, and User B calls User A, the call is routed to this extension after the no-
answer number of rings.
48
Also see Chapter 13, starting on page 367.

Voice Mail Login Extension: This is the extension that individual users call to log
into their voice mailbox. For example, a user who wants to check voice messages
can simply dial “#” (pound sign) or dial the voice mail login extension.
It is recommended that users be allowed to dial in from outside the company to
retrieve their voice mail. Typically, you direct this number to an auto-attendant
menu and configure the menu with a single-digit action of “Transfer to Extension”
using the Voice Mail Login Extension parameter.
Voice Mail Broadcast Mailbox: This is the mailbox number that is used for
broadcasting a voice mail message to all users. It is similar to a system distribution
list.
Account Code Extension: This is the extension on the headquarters SoftSwitch
associated with the account codes application. When account code collection is
optional or forced, calls are routed to this extension for an account code prompt.
See also Section 9.2 on page 193.
Auto-Attendant Extension: This is the extension associated with the auto-
attendant. If you want to dial the auto-attendant, this is the extension you would
use. Note that there is only one auto-attendant extension, but there can be multiple
auto-attendant menu numbers.
Backup Auto-Attendant Extension: This is the extension associated with the
backup auto-attendant that is located in every ShoreGear voice switch.
The backup auto-attendant provides basic inbound call routing in case the auto-
attendant on the ShoreWare server is unavailable. In addition, it answers calls
routed to voice mail in case voice mail on the ShoreWare server is unavailable.
The backup auto-attendant is also used when extensions are not reachable during a
network or switch outage and the Admissions Control Bandwidth is exceeded.
Callers who are accessing the ShoreTel system over a SIP trunk can access to the
Backup Auto-Attendant in the same manner as users who are accessing the system
via all other trunk types. ShoreTel supports RFC2833 (DTMF), so if the voicemail
server is down, external callers can enter an extension using DTMF to ring the
extension of the user they are trying to reach.
Make Me Conference Extension: This is the extension associated with the
conference system. An available extension is configured at the time of installation
and upgrade.
2.5 SNMP
The ShoreGear voice switches support Simple Network Management Protocol (SNMP)
agents for the Ethernet interface. These agents provide MIB-II (Management Information
Base) statistics and allow the ShoreGear voice switches to be integrated into standard
network management applications. ShoreTel has tested and supports the HP OpenView
network management console.
ShoreTel recommends that you configure your SNMP Management station to launch
ShoreWare Director automatically when you click a ShoreGear device.
Clicking the SNMP link under System Parameters in the navigation frame invokes the
SNMP edit page (shown in Figure 2-8).
ShoreTel 11.1 49
Figure 2-8 SNMP Edit panel
2.5.1 Parameters
The parameters that appear on the SNMP edit page are as follows:
Community Strings: This parameter lets you set the password for the Read-Only
(Get) and Read/Write (Get/Set) strings.
When no community string is enabled, the SNMP agent is disabled.
— Read-Only (Get)—Set this string to enable read-only SNMP access.
— Read/Write (Get/Set)—Set this string to enable read-write SNMP access.
Trap Receivers: This parameter lets you define up to five trap receivers to receive
traps from your ShoreGear voice switches. You must specify an IP address for each
trap. You can use any IP address that has an SNMP trap listener (UDP Port 162)
installed.
2.6 BOOTP Server

If your site uses a fixed IP address scheme, you can use the BOOTP server feature to assign
IP addresses to voice switches. This is accomplished from the BOOTP Server edit page
(Figure 2-9), which is invoked by clicking the BOOTP Server link from under System
Parameters in the navigation frame. Refer to the ShoreTel Planning and Installation Guide
for more information on assigning IP addresses.
Figure 2-9 BOOTP Server Edit panel
50
The BOOTP server sends an IP address when requested by a ShoreGear voice switch whose
MAC address is defined in the server’s table. When setting up the BOOTP server’s table, you
enter each voice switch’s MAC address and associate it with an IP address.
The subnet mask and default gateway addresses may change for ShoreGear voice switches
on other subnets in WAN environments.
The columns in the table on the BOOTP Server edit page are as follows:
Ethernet Address: This is a list of MAC addresses that are available for configuring
your ShoreGear voice switches.
IP Address: This is a list of IP addresses that are available for configuring your
ShoreGear voice switches.
Subnet Mask: This is your network’s subnet mask.
Default Gateway: This is typically set to the IP address of the nearest router that is
configured to other configured switches and the ShoreWare server.
2.7 Other Parameters

A number of system-wide site parameters can be configured from the Other Parameters
edit page (shown in Figure 2-10). To display this page, click the Other link under System
Parameters in the navigation frame.
Figure 2-10 Other Parameters Edit panel
The parameters grouped under Passwords are defined as follows:

Max Voice Mail Errors (2-50): This parameter specifies how many times a caller
can make an error when using the telephone to log into voice mail. When the user
exceeds the number of errors specified by this parameter, the system informs the
user of the error and hangs up.
ShoreTel 11.1 51
Min Voice Mail Password Length (4-26): This parameter specifies the minimum
number of digits for the voice mail password needed to log into voice mail over the
telephone.
Min Client Password Length and Max Client Password Length (4-26): These
parameters specify the minimum and maximum number of characters for the client
password needed to log into the ShoreTel Communicator applications and
ShoreWare Director.
The parameters grouped under Log File Storage are defined as follows:
Max Days (1–30): This parameter specifies the number of days information will be
stored in the log files on the ShoreWare server. Each evening, information older
than the maximum days specified here is automatically deleted from the log files to
help manage the amount of hard disk space used.
Max Size (10–30000) MB: This parameter specifies the maximum size (in MB) of
all log files on the ShoreWare server. This sets an upper bound on the amount of
hard disk space used on the ShoreWare server for all log files.
The parameters under Call Manager Compatibility are defined as follows:
The Call Manager Compatibility section (a.k.a V Minus 1 Compatibility feature) provides a
way for organizations to have greater control over which version of Call Manager should be
deployed during a ShoreTel system upgrade.
Prevent Users from Initiating Client Upgrades (check box): ShoreTel recommends
selecting this check box to prevent the client machines in a ShoreTel system from
initiating an upgrade on their own. This should be selected if you will be using the
Silent Client Upgrade feature (in tandem with Microsoft Active Directory) to install
client software on remote machines. This approach allows an administrator to
upgrade client software regardless of the permissions associated with the client
machines (or the users logged into those machines).
Minimum Allowed Client Version: The minimum version of the Communicator
Client software that the server version will still support.
Minimum Suggested Client Version: The minimum recommended version of the
Communicator software to ensure full feature functionality.
The parameter under General is defined as follows:
2.8 Character Sets

ShoreTel supports Unicode Character sets by incorporating the v5.1 MySQL ODBC
connector, resulting in databases that support Unicode Character sets. Support of Unicode
character sets extends to the ShoreTel system and CDR databases. Although Director also
supports Unicode Character sets, automatic population of some data entry fields depend on
the character set of the originating data.
2.9 Languages
ShoreTel supports multiple languages. You can choose the languages that will be available
in the system from the Language page, as shown in Figure 2-11, by checking the Enable
box
If licensed, other languages can be selected from the following pages in Director:
Site Edit
52
Figure 2-11 Languages List panel
Auto-Attendant Menu Edit

User Edit
Workgroup Edit
Rout Point Edit
Trunk Group Edit.
English is enabled by default, but it may be disabled and another language selected. If you
try to disable a language already in use in the system, Director will display a warning before
disabling the language.
2.10 Licenses
Clicking Licenses in the navigation frame shows two license page links: Requirements and
Keys. The License Requirements page (shown in Figure 2-12) displays the keyed licenses
and the self-audited licenses.
Figure 2-12 License Requirements panel
The License Requirements page shows the licenses required for your system and allows you
to track and manage all licenses. The licenses are divided into keyed and self-audited
licenses.
ShoreTel 11.1 53
Self-audited licenses do not have a key associated with them. They are tracked on the
license page as a tool to assist system administrators in tracking the number required based
on the current configuration versus the number that have been purchased, which they
enter manually.
Five Call Manger Licenses, each of which corresponds to a Communicator type, span the
complete Communicator feature set. ShoreWare defines four of these licenses as Keyed
Licenses.
2.10.1 Compliance
If your system is out of compliance, ShoreWare Director offers 45-days to comply with the
license requirements by either removing unneeded configurations and/or by ordering
additional licenses. The 45-day grace period allows you to make ad hoc, unplanned
changes that could temporarily exceed your license limits, but gives you time to get back
into compliance.
WARNING Do not upgrade unless you are already in license compliance. If you upgrade
and you are out of compliance, you will only have 45 days before being locked out of
ShoreWare Director. Contact your ShoreTel Partner or ShoreTel Installed Base Business
Services Team at [email protected] if you have any outstanding license
issues.
2.10.2 Node Locking – System key

Node locking ties a customer (and their ShoreTel software licenses) to a specific system.
This is done using profile information on the main ShoreWare Director server. Customers
and partners can submit their profile information online via ShoreWare Director. ShoreTel
will then respond by sending an email with a new system key within 3-5 days.
WARNING After upgrading to a new version, you will have 45 days to ensure the new
key is installed. If it is not installed, you will be locked out of ShoreWare Director.
To request a System Key, do the following:
Step 1 Launch ShoreWare Director and enter the user ID and password.
Step 2 Click on the Administration link to expand the list (if it has not already been
expanded).
Step 3 Click on the System Parameters link, and then the Licenses link, followed by
the Keys link.
Step 4 Click the Request System License Key button.
Step 5 Enter the appropriate values for the following fields:

Customer Name
Partner Name
Contact Name
Contact Email
Contact Phone
Step 6 Click Save to File if you intend to print the request form and mail request to
[email protected].
Otherwise, click the Request Online button to transfer the request to ShoreTel.
54
Step 7 ShoreTel will send an acknowledgement, and within three business days you
should receive the system and additional site license keys, if applicable.
Step 8 Return to Director and click Administration > System Parameters > Licenses >
Keys and click the New button to enter the license to the Key field.
Step 9 Click Save to store your changes.

The warning message should now be cleared. If there is any license key not in
compliance, the system license can not be applied.
2.10.3 Keyed License Types

Keyed licenses are added by entering a license key string obtained from the reseller or
vendor. Embedded in the license key are the type and number of licenses associated with
that key. Once a valid key is entered, the system decodes it and details the type and number
of licenses added. Keyed licenses are additive and more than one can be entered into
ShoreWare Director over time.
These licenses are counted on the License Requirements page in Director, the Keyed
Licenses section. The licenses are grouped according to the following categories:
ShoreWare System License: This count includes licenses required on a per-system
basis.
ShoreWare Additional Site License: This count includes licenses required for each
site beyond the main headquarter location. For installed base customers, when you
upgrade and request your new system key, you will automatically receive additional
site licenses for all configured sites.
ShoreWare Extension License: This count includes all extensions licensed by both
Extension Only and Extension and Mailbox licenses.
ShoreWare Mailbox License: This count includes all mailboxes licensed by both
Mailbox Only and Extension and Mailbox licenses.
ShoreWare SoftPhone License: This count includes SoftPhone licenses, which are
issued on a per-user basis. Obtain and install one licence for each SoftPhone user.
ShoreWare Additional Language Licenses: This count includes licenses if more
than one language is enabled.
ShoreWare Communicator for Mobile License: This count includes licenses
required for each client that is enabled for Communicator for Mobile.
ShoreWare Professional Communicator License is a keyed license provides access
to the following:
— All functions available through Personal Communicator.
— Instant Messaging Presence
— Contact Viewer
ShoreWare Workgroup Agent Communicator License is keyed license that
— All functions available through Professional Communicator.
— Ability to transfer calls by dragging and dropping call cells into the buddy list.
— Workgroup access utilities, including login, log out, and wrap up.
— Workgroup Queue Monitor.
ShoreTel 11.1 55
ShoreWare Workgroup Supervisor Communicator License is a keyed license

— All functions available through Workgroup Agent Communicator.
— Workgroup Agent Monitor.
ShoreWare Operator Communicator License is a keyed license that provides
access to the following:
— All functions available through Workgroup Supervisor Communicator.
— Advanced Buddy List functions, including pickup, unpark, edit buddies’ active
call properties, and edit call notes of buddies.
— Bridge Call Appearance Monitor.
ShoreWare SIP Phone License is a keyed license that enables the system to support
one SIP device through a SIP proxy.
ShoreWare Standard Resolution Video License is a keyed license that enables
Communicator to support one point to point video session at VGA resolution
(640x480).
ShoreWare High Resolution Video License is a keyed license that enables
Communicator to support one point to point video session at XGA resolution
(1024x768).
2.10.4 Extension and Mailbox Licenses

Systems require one Extension license for each configured Extension-only user. If more
than one key is installed, the number purchased is the sum of all valid keys. Extension-only
users have an extension but no ShoreTel mailbox. They may have external mailboxes that
can use SMDI.
Systems require one Mailbox license for each configured Mailbox-only user. If more than
one key is installed, the number purchased is the sum of valid keys. Mailbox-only users are
only those users with ShoreTel mailboxes that may use SMDI.
Systems require one Combo license for each user configured for Extensions and Mailboxes.
If more than one key is installed, the number purchased is the sum of all valid keys.
Table 2-2 lists the features are available through Extension, Mailbox, and Combo licenses.
Combo Extension Only Mailbox Only
Feature Includes 3rd-party SMDI- Includes ST SMDI-Based
based VM to ST PBX VM to 3rd-party PBX
PBX features
Use SoftPhone (requires SoftPhone license) Yes Yes No
Make call, take call, etc. Yes Yes No
Voice mail features
Configure call handling modes Yes Yes Yes
Forward calls to configured destination Yes Yes Noa
Create and play greetings Yes No Yes
Use the Personal Assistant Yes No Yes
Notification escalation Yes No Yes
Configure Find Me Yes No Yes
Table 2-2 Licensed Extension and Mailbox Feature Availability
56
Combo Extension Only Mailbox Only

Feature Includes 3rd-party SMDI- Includes ST SMDI-Based
based VM to ST PBX VM to 3rd-party PBX
System call handling schedule Yes No Yes
Create call handling notes Yes Yes Yes
Assign Extension Yes No Yes
Record name Yes No Yes
Automated attendant features
Dial by number, name Yes Yes Yesb
Transfer to / Go to extension Yes Yes YesTable b
Message by number, name Yes Yes Yes
Advanced features
Extension Assignment Yes Yes No
Member of a hunt group Yes Yes No
Member of a workgroup Yes Yes No
Communicator features
Communicator: Standard, Professional, Yes No Mailbox Features No extension features
Workgroup Agent, Workgroup Supervisor,
Operator
Extension monitor Yes Operator only features No
Agent monitor Yes No mailbox features No
Queue monitor Yes No mailbox features No
Voicemail viewer Yes No Yes
Call history Yes Yes No
System directory Yes No mailbox features No extension features
Outlook features
Fwd voicemail as wav attachment Yes No Yes
Voicemail form integration Yes No Yes
Outlook Contact/Quick Dialer Yes Yes No
Outlook Contact/Screen Pop Yes Yes No
Outlook Calendar integration Yes Yes Yes
Table 2-2 Licensed Extension and Mailbox Feature Availability
a. Although call forwarding is handled by the 3rd party PBX, calls arriving at the ShoreTel voice mail system are
routed as specified by ShoreTel voice mail forwarding conditions.
b. Calls will be directed to mailbox only.
2.10.5 Keyed License Details

To view the details of a keyed license, click Keys under the Licenses link in the navigation
frame. The License Keys page appears as shown in Figure 2-13. From the License Keys page
you can add new licenses, delete old licenses, and e-mail or print license information.
To edit comments for a key, click the license key link. A dialog box with the key, comments,
and description appears as shown in Figure 2-14. You can enter comments about the
license in the comment text box.
ShoreTel 11.1 57
Figure 2-13 License Keys panel
Figure 2-14 License Key Info dialog box
2.10.6 Additional Language Licenses

ShoreTel offers additional languages as a licensed option. Each available language is
enabled from the Language edit page. For more informations, see Section 2.9 on page 52.
2.10.7 Self-Audited Licenses

The licenses listed below are self-audited. If the usage exceeds the current licences, you will
be notified until licensed capacities meet or exceed usage.
ShoreWare Personal Communicator Software: This count includes the number of
ShoreWare Personal Communicator licenses needed.
ShoreWare Remote Server Software: This count includes licenses that correspond
to additional ShoreWare servers, defined in Director, that correspond to additional
voice mail servers. Up to 20 additional ShoreWare remote servers can be configured
beyond the initial or headquarters server.
ShoreWare SIP Trunk: This count includes licenses necessary for the
implementation of SIP trunks.
58
TAPI Application Server: This count includes licenses for remote TAPI Application
Servers that have the “Allow Voice Mailboxes” check box deselected. The number
purchased should match the number of deprioritized servers that exist at a
particular site.
ShoreWare Phone API License: This count includes licenses for the Phone API.
(For more information, contact ShoreTel Professional Services for the appropriate
SDK document.)
The license status page has been enhanced to easily be printed or sent via e-mail for
purposes of license compliance verification. No license status will be transmitted without
explicit action on the part of the administrator.
2.11 Contact Information

The System Parameters Edit Contacts page (shown in Figure 2-15) lets you provide contact
information that is used for registering your ShoreTel system with ShoreTel, Inc. It includes
the partner name, as well as the names and phone numbers of people who are
administering and maintaining the system. This information is entered the first time
ShoreWare Director is started, and is sent via email to ShoreTel, Inc.
Figure 2-15 System Parameters Edit Contacts panel
ShoreTel 11.1 59
2.11.1 Parameters
The parameters that appear on the System Parameters Edit Contacts page are as follows:
Registration Update: Send the information online, or Print it and mail.
Partner Name: This required field is the partner’s name.
Customer Name: This required field is the customer’s name.
Address: This required field is the customer’s address.
City: This required field is the customer’s city.
State/Province: This required field is the customer’s state.
Postal Code: This required field is the customer’s zip code.
Country: This required field is the customer’s country.
Main Phone #: This optional field is the customer’s main telephone number.
Main E-mail: This optional field is the customer’s main e-mail address.
Primary Contact: These required fields include information about the person or
entity that administers and maintains the system. Information must be provided for
the following fields:
— Name
— Title
— Phone #
— E-mail
Secondary Contact: These fields provide information for a secondary contact and
are optional.
2.11.2 Sending Contact Information

After providing the required information on the System Parameters Edit Contacts page, you
can send it to ShoreTel, Inc. in one of two ways – by e-mail or by regular mail.
To send the registration information via e-mail, click Send. This generates an e-mail
message to [email protected]. This requires that the SMTP service on the
server be properly configured and that the server be connected to e-mail. You can
re-send the contact information at any time by updating the page and clicking
Send.
The MAC address for each ShoreGear voice switch will also be included in the
registration e-mail.
To print the registration information for mailing via regular mail, click Print. Mail
the registration information to the following address:
Global Support Services — Product Registration
ShoreTel, Inc.
960 Stewart Drive
Sunnyvale, CA 94085
60
2.12 Administrative Permissions

The Administrator Permissions pages allow the System Administrator to assign and
delegate administrative roles to users at one or more sites. Expand the Administrative
Permissions link to see all the administrative links. They include:
Roles
Administrators
Click the Roles link to see the Administrative Roles list page. This page shows each
Administrative Roles that have been created and summarize their permissions.
Figure 2-16 The Administrative Roles List panel
Clicking the New button or an administrative title from the Role column invokes the Edit
Administrative Roles page (see Figure 2-17). From here, you can define a new
administrative role or change the permissions for an existing role.
To delete a role, select the check box to the left of the entry and then click Delete. Note that
if the last role with Administrative Permissions Management enabled is removed, then the
default admin account (as created during initial installation) is re-activated and given
complete administrative permissions.
2.12.1 Parameters
Click parameters to enable permissions. Permissions are additive; that is, the more
selections, the greater the permissions. Select as many or as few as are needed for the
administrative role being defined. For example, a company with one system administrator
may have all parameters turned on. As another example, an administrative assistant may
have permission to change Distribution Lists at one site.
Name: This is the name of the Administrative Role.
Administrative Permissions Management: This check box assigns permission to
create new administrative roles and to assign them to any and all levels of user. This
is a powerful permission and should be limited to your lead administrator(s).
Account Code Management: This check box assigns permission to add, change,
and delete Account Codes for all sites. As an example of specialized use, very often
a department other than Information Technology wants to manage account codes
and needs no other permissions. This permission is granted for all sites.
ShoreTel 11.1 61
Figure 2-17 Adding or Editing Administrative Roles
System Directory Management: This check box assigns permission to add, change,
and delete entries in the System Directory. This permission is granted for all sites.
Report Generation Management: This check box assigns permission to generate
Call Detail Record (CDR) reports via Director from a local host or a remote server.
All Other System Management: This check box controls permission to set dialing
plans, system-wide extensions, including route point and workgroup extensions,
sites, IP phone options, digit translation tables, voice mail options, auto-attendant
62
options and schedules, user groups, trunk groups, local prefixes, DNIS digit maps,
BOOTP server, classes of service, call control, system parameters such as password
length, AMIS options, call handling defaults, event filters, licenses, extension lists,
hunt groups, paging groups, and contact information. This permission is granted
for all sites.
User Management: Permission to add, change, and delete users may be granted for
all sites or for a set of selected sites. Click All Sites to grant permission system-
wide. Click Selected Sites to limit permissions, then highlight the sites to be
permitted, and click Add to move them to the permitted list.
Users whose home ports are at the site(s) selected can be managed by an
authorized administrator. This permission allows changes only to users who have
no administrative role (that is, for whom none of the four administrative check
boxes is checked). Also, changes cannot be made to a user’s administrative role.
Only Administrative Permissions Management grants permission to change
administrative roles.
Deny permission by clicking None.
User Group Assignment: Permission to add users to or move users between user
groups may be granted for all sites or for a set of selected sites. Click All User
Groups to grant permission system-wide. Click Selected User Groups to limit
permissions, then highlight the user groups to be permitted, and click Add to move
them to the permitted list. Be sure to select all groups you may be moving users to
or from.
Permission is not extended to adding, changing, or deleting User Group options
and Class of Service settings (an administrator would need All Other System
Management permission).
Note that checking the All User Groups includes all user groups currently existing
as well as those created after permission is first granted.
Deny permission by checking None.
Distribution List Membership Assignment: Permission to add or remove users on
existing Distribution Lists may be granted for all lists or for a set of selected lists.
Click All Distribution Lists to grant permission system-wide. Click Selected
Distribution Lists to limit permissions, then highlight the lists to be permitted, and
click Add to move them to the permitted list.
Note that permission to create or delete lists is not granted here (an administrator
would need All Other System Management permission).
Basic Workgroup Management: Permission to add or change options for
workgroups may be granted for all workgroups or for a set of selected workgroups.
Click All Workgroups to grant permission system-wide. Click Selected Workgroups
to limit permissions, then highlight the workgroups to be permitted, and click Add
to move them to the permitted list.
Workgroup attributes not given change permission with this option include
workgroup Name, Extension, Backup Extension, DID, DNIS, User Group, Mailbox,
Accept Broadcast Messages, Include in Dial By Name, and Make Number Private
(an administrator would need All Other System Management permission).
Note that checking the All Workgroups includes all workgroups currently existing
as well as those created after permission is first granted.
ShoreTel 11.1 63
Site Management: Permission to add and alter sites and their related switches,
trunks, IP phones, and servers may be granted for all sites or for a set of selected
sites. Permission includes access to Quick Look at permitted sites. Permission
includes adding and deleting anonymous phones at permitted sites.
Attributes excluded from permission include Trunk Groups (an administrator
would need All Other System Management permission).
Deny permission by checking None. Click All Sites to enable changes to all sites in
the system. Click Selected Sites and Add sites from the list to enable access to less
than all sites in the system.
The initial administrator set up during installation has full permissions. When upgrading
the ShoreTel system, current System Administrators are granted full permissions. Current
Technical Support users have no permission to change parameters but are allowed to read
all pages.
For some Director pages where read-only permission is given to some parameters because
all parameters on the page may not be changed, the read-only fields will be grayed out.
ShoreWare Director is delivered with the following default Administrative Roles:
Accounts and Directories
Call Center
Everything Except
HQ Site
Reporting
System Administrator
Technical Support
Test Admin Role
Test Role
The various default roles, along with their permissions, are shown below.
Figure 2-18 The Administrative Roles List Page
2.12.2 Assigning an Administrative Role to a User

From Administrative Permissions, click the Administrators link to reach the Administrator
List page.
64
Figure 2-19 The Administrator List Page
The Administrator List page (see Figure 2-19) shows the administrative role assigned to
each user. A user may have only one administrative role assigned. New users are created
with no administrative role assigned to them.
Figure 2-20 Assigning an Administrative Role to a User
After defining the various Administrative Roles, you select which users will be assigned
which roles.
To assign an administrative role to a user, click New from the Administrators List page. The
pop-up shown in Figure 2-20 lets you type a User name or click Search to select from a list
of users. Then assign a Role from the drop-down list.
Users with no administrative role may not log in to Director.
If desired, you can assign users to the “Reporting” administrative role, which will allow
them to run web-based CDR reports while preventing them from doing anything else to
modify the configurations in ShoreWare Director.
ShoreTel 11.1 65
Click Delete on the Administrator List page to delete users from the list.
You may delete a user by checking the box to the left of a name and clicking the Delete
button. Note that you cannot delete all users. At least one user must remain on the list to
preclude the occurrence of no one being left to administer the system.
66
Chapter 3: ShoreTel Sites ShoreTel Administration Guide
C H A P T E R 3
ShoreTel Sites
This chapter explains how sites are implemented and configured in a ShoreTel system. This
chapter provides information on the:
Site concept
Sites list page
Site edit page and parameters
3.1 Overview
ShoreTel supports the concept of sites. A site is defined as a geographical location that has
ShoreGear voice switches. This can be a headquarters site or a regional office.
Figure 3-1 Sites List Panel
Configuring sites lets you assign features to the associated site. For example, a site has a
country, a local area code, and a site operator, as well as an admission control setting.
ShoreTel, by default, is configured with one site, called “Headquarters.”
3.2 Configuring Sites

The Sites link in the ShoreWare Director navigation frame gives you access to the Sites list
page as shown in Figure 3-1.
ShoreTel 11.1 67
ShoreTel Administration Guide Chapter 3: ShoreTel Sites
The Sites list page presents sites organized in a hierarchical tree beginning with the
Headquarters site. To add a new site, select a country and click Go. The Sites edit page
appears, as shown in Figure 3-2. To edit an existing site, click the site name listed under the
Site column on the Sites list page.
Figure 3-2 Sites Edit Panel
3.3 Parameters
The parameters on the Sites edit page are as follows:
Name: This is the name of a new or existing site. It must be unique.
Country: This is the name of the country in which the site is located.
Language: This is the default language for the site. You must obtain a license to
enable more than one language. For more information see Section 2.10 on page 53.
Parent: The default parent site is Headquarters. Headquarters does not display the
drop-down list of sites. Sites other than Headquarters must select a parent. This
server is used for two purposes:
— By ShoreWare Director to provide a default server when new users are added
68
— By the call control software in the ShoreGear voice switches so that it knows
where to route calls that request voice mail service
Only valid parent sites appear in the drop-down list. Child sites and the site
currently being edited do not appear.
Use Parent As Proxy: This allows the child site to use the parent site trunk for non-
routable calls (911, 611, 011, etc.) if no trunks are available at the child site. The
proxy site must be in the same country as the child site.
Extension Prefix: The On-Net Dialing feature enables the division of phone
numbers into two separately managed parts, an extension prefix (and similar in
concept to a site code) and a user extension. This division offers greater flexibility
and facilitates integration with legacy phone systems.
The Extension Prefix field will not appear in this window until after you have
modified the Dialing Plan window, thus enabling the On Net Dialing feature.
Local Area Code: This defines the local area code of the site so that users can dial
local numbers without an area code. In the United States, this is the area code used
for 7-digit dialing. For example, when the user dials an access code followed by
seven digits at the site, this is the area code they are dialing.
This also defines the area code that is considered “local” from a call permissions
point of view.
Additional Local Area Codes: In the United States, this defines area codes that can
be dialed using 10-digit dialing instead of 1+10-digit dialing. For example, if the
site is in an overlay area with multiple local area codes that require 10-digit dialing,
you can be consistent with the dialing plan in your region by entering the
additional area codes in this parameter.
This also defines additional area codes that are considered “local” from a call
permissions point of view.
Caller’s Emergency Service Identification (CESID): The Caller’s Emergency
Service ID (CESID) is the telephone number sent to the service provider when a
user dials an emergency services number (e.g., 911 in the U.S.). This feature is only
applicable to T1 PRI trunks. See Appendix A, starting on page 501 for more
information.
Time Zone: This is the site’s time zone that is associated with the ShoreGear
switches and is used to deliver the correct time and date to Caller ID telephones.
Night Bell Extension: This is the extension that is used to ring the site’s night bell.
This extension must be associated with a ShoreGear switch audio output port that
you specify as the next parameter. This extension is unique.
You must configure the appropriate switch before assigning the night bell
extension.
Night Bell Switch: This is the ShoreGear switch associated with the night bell
extension. The night bell extension can share the same switch port as the paging
extension.
Paging Extension: This is the extension used for your overhead paging system.
This extension must be associated with a ShoreGear switch audio output port that
you specify as the next parameter. There is only one paging extension per site.
You must assign switches to the site and select the switch that will support the
paging extension before you can save a paging extension.
ShoreTel 11.1 69
Paging Switch: This is the ShoreGear switch associated with the paging extension.
The paging extension can share the same switch port as the night bell extension.
Operator Extension This is the extension to which the user is transferred when
dialing the operator digit for the site (typically “0”).
You must configure the appropriate user before assigning the operator extension.
This extension must not be confused with the Personal Assistant extension defined
in the user’s personal options. The Personal Assistant lets the user define the
destination to which the caller is transferred when dialing “0” from the user’s voice
mail prompt. This might be an administrative assistant or a colleague, rather than
the operator.
FAX Redirect Extension: When a fax tone is detected, incoming calls are
automatically transferred to this extension. Each site may have its own fax
redirection number. Which fax redirection number is used depends on how the call
is answered.
— If the user answers the call, the fax redirection extension of the user’s site will
be used.
— If the call is answered by voice mail, the Auto-Attendant or other menu, or a
workgroup’s queue step menu, the fax redirection extension at the site where
the call originated is used. This is the site with the trunk that handled the
inbound external call.
The fax redirection extension must be an existing user.
Bandwidth parameters:
Admission Control Bandwidth: This defines the bandwidth that voice media
streams can consume between this site and all other sites. The caller hears a
“network busy” prompt if this value is exceeded. To compute the admission control
value for the site, see Chapter 9, “Network Requirements and Preparation” in the
Intra-Site Calls (calls within a site): This drop-down list lets you select the type of
encoding used when making calls within your site. Choose one of these encodings:
Inter-Site Calls (calls between sites): This drop-down list lets you select the type
of encoding used when making calls between your sites. Choose one of these
encodings:
FAX and Modem Calls: This drop-down list lets you select the type of encoding
used for faxing or when calls are made from a modem. Choose one of these
encodings:
SIP Proxy parameters: SIP Proxy parameters support the ShoreTel SIP extensions. Refer to
Section 18.2.1 on page 436 for more information about SIP network elements.
Virtual IP Address: This parameter defines the IP address of the site’s SIP Proxy
Server and Registrar server. The IP address is independent of the switch that
performs the server functions. SIP extensions require that this parameter is set to a
valid address.
Proxy Switch 1: This setting designates the switch that performs the site’s SIP
server functions. The drop down menu lists all switches assigned to the site. SIP
extensions require the setting of this parameter.
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Proxy Switch 2: This setting designates the switch that performs the site’s SIP
server functions when the switch specified by Proxy Switch 1 is not available. This
parameter is optional.
Emergency Number List: This is the list of numbers that can be dialed at the site with or
a trunk access code for emergency services. Note that this number must not
conflict with any extensions.
— Trunk Access Code Required – When this checkbox is selected, a caller must
dial the Trunk Access Code before dialing the specified emergency number. If
not selected, entering the Trunk Access Code before the Emergency number is
permitted, but not required, to complete the call.
— Data Entry Field – Enter the exact emergency number required to contact the
associated Emergency Service Provider. If Trunk Access Code Required is
selected, you can also enter a number in canonical format.
— Add More – Click this button to create addition Data Entry Fields for entering
additional emergency numbers. Each site is permitted to have a maximum of
ten emergency numbers to accommodate locations where multiple emergency
service numbers are required.
Edit IP Phone Address Map: This link opens the IP Phone Address Map Info edit
page where you set the IP address range for sites other than Headquarters (see
Figure 3-3). All IP phones are assigned to Headquarters by default. If Headquarters
is your only site, you do not need to set IP address ranges. If you have more than
one site with IP phones, you must set an IP address range for each site (other than
Headquarters).
This page is also accessible from the IP Phone Address edit page. For more
information, see Chapter 8, starting on page 157.
Figure 3-3 IP Phone Address Map Edit Page
Site: If you are setting the IP address range for a site other than the one shown in
the Site drop-down list, select it from the list.
ShoreTel 11.1 71
Low IP Address: This is the lowest IP address of the range of addresses.

High IP Address: This is the highest IP address of the range of addresses.
Caller’s Emergency Service Identification (CESID): Enter the Caller’s Emergency
Service ID to be used for IP phones in this IP address range. Enter, for example, +1
(408) 555-5555. This is the telephone number sent to the service provider when a
user dials an emergency services number (e.g., 911 in the U.S.) and does not have a
DID number or is in a user group for which the DID number is not to be used as
CESID. This feature is only applicable to ISDN PRI trunks.
Teleworkers: This call will be considered an intersite call using intersite codecs and
will adjust the bandwidth at the receiving site.
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Chapter 4: Configuring Application Servers ShoreTel Administration Guide
C H A P T E R 4
Configuring Application Servers
This chapter explains how to set up servers in a ShoreTel system. This chapter provides
information on the following:
ShoreTel servers
Distributed voice mail servers
Legacy voice mail integration
How to add servers to the system
Implementing Distributed Database (DDB) services
4.1 Overview
The ShoreTel system supports not only distributed call control, but also distributed voice
application servers. Distributed servers are extremely valuable for two purposes:
Reducing WAN bandwidth by providing local voice mail and auto-attendant
services
Increasing the scale of the system
Even though there are multiple servers, the ShoreTel system provides a single image of your
entire network. The system is currently certified to support up to 21 servers, one main
server and up to 20 distributed servers. Consider adding a server at a site when the site
exceeds 100 users. Add a new server for every 1,000 users.
The distributed servers run the following voice applications:
Voice Mail – Each server supports 254 simultaneous voice mail or auto-attendant
connections. The voice mail system uses SMTP to transport composed messages
between the distributed servers. The ShoreTel system also supports linking to
legacy voice mail systems using AMIS protocols.
Auto-Attendant – The system supports up to 1000 menus that are hosted on every
server, and each server provides 64 voice mail/auto-attendant connections.
Configuration – The system enables users to log in and make configuration
changes (call handling modes, etc.) from their ShoreTel Communicators client or
from the Communicator for Mobile call handling mode client (if supported).
Maintenance – The system provides a web site accessible through ShoreTel
Director for maintenance of all the remote servers.
The distributed voice applications use a Remote TAPI Service Provider that relies on the
call control information from the main server. Using redundant network paths to the main
server can improve reliability of the remote server.
ShoreTel 11.1 73
ShoreTel Administration Guide Chapter 4: Configuring Application Servers
4.2 Distributed Voice Mail

The ShoreTel system uses Distributed Voice Mail (DVM) to provide greater voice mail
availability. Each ShoreTel remote server has an instance of the telephony platform
included, allowing voice mail and auto-attendant services to maintain full functionality
during WAN short-term outages. The enhanced DVM included with the ShoreTel remote
server allows users with mailboxes on the remote server to receive and pickup voice mail
messages without depending on WAN connectivity to the headquarters server. The
message waiting indicator (MWI) lights will correctly update with or without WAN
connectivity.
Additionally, incoming calls can still reach the automated attendant, access the dial-by-
name directory, and reach their intended local party during a WAN outage. If a party cannot
be reached directly due to a WAN outage and his or her call handling would send
unanswered calls to voice mail, the call is handled by the local voice mail server. The caller
hears a generic greeting including the intended party’s recorded name and can leave a
message. This message will be forwarded at a later time to the home voice mail server for
the addressee via SMTP.
Similarly, the enhanced DVM provides greater Communicator availability during WAN
outages. If the WAN loses connectivity, users will retain full Communicator functionality as
long as there is a DVM server at the same site as the users, the users voice mailboxes are on
that server, and the DVM server is managing the switch that manages the users’ phones.
Although each voice mail server is autonomous in delivering voice services, it still must
have connectivity to the configuration data stored on the headquarters server in order to
make configuration changes. Specifically, users on an isolated remote server would not be
able to change call handling modes or make other changes that require modification to the
configuration data on the headquarters server.
4.2.1 IP Phone Limitations/Requirements

Connectivity is required between the phone and the switch that is controlling the phone
(this will be referred to as “basic connectivity”). All aspects of the phone's operation are
functional when this basic connectivity exists, with the following exceptions:
Directory feature: In addition to basic connectivity, the directory feature also
requires connectivity between the switch and a headquarters (HQ) server or
distributed voice mail (DVM) server that controls that switch.
Options features, Changes to Call Handling Mode (CHM), Wrap-Up: In addition
to basic connectivity, these features require either connectivity between the switch
and an HQ server or DVM server that controls that switch. In addition, if the
aforementioned switch is a DVM server, connectivity is required between that
server and the HQ server or Distributed Database (DDB) services must be enabled
for the DVM. Further, connectivity between the DVM server and the HQ server is
required for successful synchronization between the Replication Master and Slave
databases.
Switch-to-switch extension monitoring: This condition exists when a programmed
button requires monitoring activity on an extension that is serviced by a different
switch than the one that controls the phone. For example, if switch A (the phone’s
switch) is controlled by server X, and switch B (the monitored extension’s switch)
is controlled by server Y., then servers X and Y may be a DVM or the HQ server. For
proper functionality of the switch-to-switch extension monitoring, the following
conditions must exist:
— Switch A must be able to talk to server X.
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— Server X must be able to talk to server Y.

— Server Y must be able to talk to switch B.
— If X and Y are the same, connectivity is, of course, assumed to exist.
Auxiliary information on incoming calls, such as trunk information and called
workgroup (WG) information, requires connectivity between the switch and a
headquarters (HQ) server or distributed voice mail (DVM) server that controls that
switch.
4.2.2 Communicator Limitations/Requirements

Communicator: Communicator utilizes two communications channels, TAPI and
CSIS. TAPI is used to communicate with the server that manages the switch that
manages the user's phone (regardless of whether the phone is an analog or IP
phone). CSIS is used to communicate with the user's voice mail server. (These two
servers are often the same device.) As long as the client can reach these two servers,
Communicator is fully functional.
First-time Communicator users: When a user logs into Communicator for the first
time, CSIS and TAPI both communicate with the HQ server in order to find out
which server they need to use. Thus, for first-time users, a connection is required
between the client and the HQ server regardless of where their VM and extensions
are being serviced.
Workgroup functionality: If users are configured to have workgroup functionality,
they can access the mailboxes of all workgroups to which they belong. This
requires connectivity to the server(s) on which those mailboxes reside.
4.3 Legacy Voice Mail Integration

4.3.1 Integration Via the Simplified Message Desk Interface
ShoreTel integrates with legacy phone systems for customers who would like to have the
freedom and flexibility to continue to use their legacy systems while migrating toward a
newer IP telephony solution. The legacy system must continue to work flawlessly
regardless of whether calls are traversing the ShoreTel PBX on their way to the legacy voice
mail system, or they are traversing the legacy PBX on their way to ShoreTel voice mail.
To address these needs, ShoreTel uses the Simplified Message Desk Interface (SMDI)
protocol. SMDI allows dissimilar voice mail and PBX systems to work together. The
protocol evolved at a time when voice mail services and PBX services were provided by
separate physical devices, and enabled the disparate devices to share information over an
out-of-band serial cable connection.
There are two modes of operation with respect to integrating a ShoreTel system and a
legacy system using SMDI:
External voice mail – In this configuration, the legacy system provides voice mail
services while the ShoreTel system acts as the PBX for users.
ShoreTel voice mail – In this configuration, the ShoreTel system provides voice
mail services while the legacy system acts as a the PBX for users.
ShoreTel 11.1 75
Voice mail extension lengths for the legacy voice mail system may be different from the
ShoreTel voice mail extension lengths. In this case, digit translation information is
required. For more information on digit translation tables, see Section 2.3 on page 46.
For more information about integration to legacy voice mail systems using SMDI, see the
4.3.2 Integration Via Q Signaling Protocols

ShoreTel supports integrating the ShoreTel Unified Communications solution with other
PBX platforms (see Section 5.5 for details about configuring basic QSIG services), and, as
of ShoreTel 11, the Q-Signaling protocol’s (QSIG) supplemental services for call diversion
and message waiting indication. This integration allows a voicemail system located on
either side of the QSIG link to be used by other system administrators to configure a
ShoreTel user for voicemail that is hosted on a legacy PBX system using the same QSIG
trunks on the same system.
QSIG is a Common Channel Signaling (CCS) protocol that runs over the ISDN D-channel
for signaling between nodes in a Private Integrated Services Network (PISN). QSIG
supports call setup, call tear down, and transparency of features such as message waiting,
camp-on, and callback.
ShoreTel 11 and later support both ECMA and ISO versions of QSIG.
4.3.2.1 Configuring ShoreTel Users for External Voicemail via QSIG

The process for configuring QSIG External Voice Mail involves the following activities:
Configure a QSIG Tie Trunk to integrate with the external system (Refer to Section
5.2 in the ShoreTel Administration Guide for further details)
QSIG Server integration must be defined
Configure a User Group for using external QSIG Voice Mail
Create an Extension-Only user in the User Group
Use the following steps to configure QSIG External Voice Mail
Step 1 Access the External Voice Mail panel in Director by selecting Administration ->
Voice Mail-> External Voice Mail (QSIG) menu. The External Voice Mail
Servers
Figure 4-1 External Voice Mail QSIG Panel
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Step 2 Select a site and click on the name to display the External Voice Mail Edit page
Figure 4-2 External Voice Mail QSIG Edit Record
Step 3 Enter the name of the integration, and the Pilot number for the voice mail. The
pilot number is typically the OSE number for voicemail login or redirection
Figure 4-3 External Voice Mail QSIG Server Configuration
Step 4 Configure a User Group for using external QSIG voicemail.On the User Groups
page, under the Voice Mail Interface Mode, is a new option labeled External
Voice Mail, QSIG
Figure 4-4 Voice Mail Interface Mode
See the ShoreTel Planning and Installation Guide for sample Use Cases for implementing
ShoreTel users with External Voice Mail QSIG.
ShoreTel 11.1 77
4.3.2.2 Configuring Legacy Users for ShoreTel Voicemail via QSIG

The following steps describe the procedures necessary to configure an external user with
ShoreTel voicemail service with QSIG External Voicemail.
Step 1 Access the External Voice Mail panel in Director by selecting Administration ->
Voice Mail-> External Voice Mail (QSIG) -> from the ShoreTel Director menu.
The External Voice Mail Servers Panel is displayed.
Step 2 Configure a Mailbox-Only account for the external user. The external user is
now configured for ShoreTel voicemail on the ShoreTel system
See the ShoreTel Planning and Installation Guide for sample Use Cases for implementing
legacy users with ShoreTel Voice Mail QSIG.
4.3.2.3 Important Considerations

The diversion implementation on both sides is not limited to voicemail service.
Diversion due to call-forwarding, for example, is signaled using the same methods.
ShoreTel features such as “Find-Me” may result in multiple trunks being used to host a
call.
No QSIG channel usage is available for secondary calls. Refer to ShoreTel’s Norton
Option 11C QSIG application note for more details on configuring this feature.
4.4 Configuring Application Servers

4.4.1 Adding Application Servers
The Application Servers link in the ShoreTel Director navigation frame gives you access to
the Application Servers list page as shown in Figure 4-5.
Figure 4-5 Application Servers List Page
The Application Servers list page is presented in alphabetical order.

The ShoreTel system, by default, is configured with one server at the “Headquarters” site.
Additional sites must have been configured prior to this step to be available. Refer to
Chapter 3, starting on page 67 for more information about adding remote sites.
78
To add a new server:
Step 1 Select the server site from the Add new application server at site drop-down list.
Step 2 Click Go. The Application Servers edit page appears as shown in Figure 4-6.
Step 3 Enter parameters for the new server as described in Section 4.4.2.
Step 4 Click Save.
To edit an existing server:
Step 1 Select a server from the list in the Name column by clicking on it.
Step 2 The Application Servers edit page appears, as shown in Figure 4-6.
Step 3 Change parameters as needed for the new server.
Step 4 Click Save.
4.4.2 Configuring Application Servers

4.4.2.1 Base Parameters
Figure 4-6 displays the Application Servers Edit panel The following is a list of parameters
configured on this panel.
Figure 4-6 Application Servers Edit Page
Name: This is the name of a new or existing server.

Host IP Address: This is the IP address of the server. If you enter the server host
name, Director resolves the IP address when you click Ping this Server. You can
ShoreTel 11.1 79
also use the Ping this Server button to test the connectivity between your client PC
and the new server.
In system configurations that support Failover, this parameter specifies the Primary
Server IP address. Refer to Section 20.3 for Failover information.
Secondary IP Address: This is the IP address of the backup server that can assume
controls when a system error results in a failover condition. Section 20.3 describes
ShoreTel system failover.
Site: This is the physical location of the server. The location of the server is used to
calculate bandwidth consumption for the purposes of admission control.
SoftSwitch Name: This is the name of the SoftSwitch on the server you are editing.
ShoreTel automatically creates a SoftSwitch for each server on the system.
Maximum Trunks for Voice Mail Notification (1 - 200): This is the maximum
number of trunks that can be used in the event of a voice mail notification. If many
escalation profiles have been configured, it may be desirable to set this to a
relatively low number to prevent notifications from overwhelming the system and
making it impossible for users to make an outbound call.
Allow Voice Mailboxes: Select this checkbox to allow voice mailboxes on this
server. Clear this checkbox to prevent voice mailboxes to exist on this server.
When the checkbox is disabled, voice mail configuration fields are still available
because the server may still act as a backup VM server. However, SMDI is not
available and the drop-down menu is disabled.
If the server is being used as a VM server and mailboxes have been configured on
that server, Director does not allow you to clear this checkbox.
By default, this checkbox is selected.
Voice Mail and Auto-Attendant

Voice Mail Extension: This extension is used by the voice mail server.
Voice Mail Login Extension: This extension is used to log in to the voice mail
server.
Auto-Attendant Extension: This extension is used by the auto-attendant server.
Assigned User Group: This is the assigned user group for the server. Because voice
mail places outbound calls, the server must have assigned permissions.
Default Auto-Attendant Menu: Each server can have a different default auto-
attendant menu. This is the menu reached when none is specified - for instance,
when a caller dials “9” to escape from voice mail and return to the auto-attendant.
Database
Specifies whether the MySQL database is to be distributed and stored locally on the
HQ system. See Section 4.5 for information on ShoreTel Distributed Database
service.
4.4.2.2 External Voice Mail parameters

Figure 4-7 displays the Application Servers Edit panel when Simplified Message Desk
Interface is set to External Voice Mail. The following parameters are configured on this
panel.
80
Figure 4-7 Application Servers Edit Page – SMDI set for External Voice Mail
External Voice Mail: If this application server is to function as a PBX for a legacy
voice mail system, check this box.
COM Port (1-10): This is the COM port used by SMDI.
Message Desk Number (1-999): The Message Desk default is 1. Valid values are 1
through 999. Set the number that the voice mail system expects. This parameter is
most often set to one, since only one system will be using the SMDI link. In some
configurations, however, a number of SMDI links can be daisy-chained together
and the Message Desk Number value is used to allow each system to know which
data belongs to it.
Number of Digits (2-32): This field sets the number of digits the ShoreTel system
sends in the SMDI extension fields. Set this number to the value the voice mail
system expects, most commonly 7 or 10. If the number of digits and the ShoreTel
system extension value differ, the extension number is padded. For example, if
ShoreTel needs to send extension 456 and the Number of Digits field is equal to 7,
extension 0000456 is sent. If no padding is desired, the Number of Digits field
would be set to 2 in this example. Then, only 456 is sent.
Translation Table Use for Call Data: This check box indicates that the digit
translation table is to be used for call data, when checked. Both Translation Table
boxes may be checked at the same time.
Translation Table Use for MWI Data: This check box indicates that the digit
translation table is to be used for Message Waiting Indicator data, when checked.
Both Translation Table boxes may be checked at the same time.
ShoreTel 11.1 81
Extension List (extension - port - logical terminal number): The SMDI message
must contain the user extension, port number, and logical terminal number (exact
trunk number). Note that these extensions forward to the Backup Auto-Attendant
on No Answer or Busy.
4.4.2.3 External Voice Mail parameters

Figure 4-8 displays the Application Servers Edit panel when Simplified Message Desk
Interface is set to ShoreTel Voice Mail. The following parameters are configured on this
panel.
Figure 4-8 Application Servers Edit Page – SMDI set for ShoreTel Voice Mail
ShoreTel Voice Mail: If this application server is to function as a voice mail server
for a legacy PBX, check this box.
Trunk Group: Select the trunk group to be used by the legacy PBX for voice mail
traffic.
COM Port (1-10): This is the COM port used by SMDI.
Message Desk Number (1-999): The Message Desk default is 1. Valid values are 1
through 999. Set the number that the voice mail system expects. This parameter is
most often set to one, since only one system will be using the SMDI link. In some
configurations, however, a number of SMDI links can be daisy-chained together
and the Message Desk Number value is used to allow each system to know which
data belongs to it.
Number of Digits (2-32): This field sets the number of digits the ShoreTel system
sends in the SMDI extension fields. Set this number to the value the voice mail
system expects, most commonly 7 or 10. If the number of digits and the ShoreTel
system extension value differ, the extension number is padded. For example, if
ShoreTel needs to send extension 456 and the Number of Digits field is equal to 7,
extension 0000456 is sent. If no padding is desired, the Number of Digits field
would be set to 2 in this example. Then, only 456 is sent.
82
Translation Table: Select a translation table from the drop-down list. For
information on creating translation tables, see Section 2.3 on page 46.
Use for Call Data: This check box indicates that the digit translation table is to be
used for call data, when checked. Both Translation Table boxes may be checked at
the same time.
Use for MWI Data: This check box indicates that the digit translation table is to be
used for Message Waiting Indicator data, when checked. Both Translation Table
boxes may be checked at the same time.
Use Flash to Route Calls: Select this checkbox to use flash (i.e. a short hang-up to
provide signaling instructions to a PBX) to route calls between the ShoreTel
voicemail system and the legacy PBX. Enabling this feature may result in a more
efficient trunk allocation.
Note that analog trunks support the use of flash for this purpose, but other types of
trunks (e.g. T1) do not.
Clear this checkbox to prevent the system from attempting to use flash to route
calls.
4.4.3 Extension List Mapping

To add extension list mapping to an application server configured for external voice mail,
click Add found near the bottom of the Application Servers edit page. The External Voice
Mail dialog box appears.
Figure 4-9 External Voice Mail Dialog Box
Enter the Extension to be used to access the legacy voice mail system. Also enter the
physical Port to be assigned to the extension. And finally, include the Logical Terminal
Number for the extension. Trunks in the trunk group that sends calls to external voice mail
use a Logical Terminal Number. Make as many entries as are necessary.
For application servers configured for ShoreTel voice mail, select a translation table from
the Translation Table drop-down list. For more information on creating a digit translation
table, see Section 2.3 on page 46.
4.5 ShoreTel Distributed Database

4.5.1 Introduction
Organizations with remote locations often rely on the main or headquarters location to
house and maintain the database for the entire company. Locating the database at the
ShoreTel 11.1 83
headquarters allows IT groups convenient access for upgrades and real-time maintenance
activities. Organizations may also choose to distribute a read-only copy of the ShoreTel
database on ShoreTel’s Distributed Application Servers. Applications on these distributed
servers, including Voice Mailbox Servers (VMBs), typically connect to a copy of the
database running on the local server. However all write operations must still access the
headquarters database. ShoreTel 11 introduces support for a distributed ShoreTel database
that allows some actions previously requiring access to the HQ server. Prior to ShoreTel 11,
users of ShoreTel Call Manager (now Communicator) could only change their call handling
mode (CHM) if the HQ server was available. With ShoreTel 11 and later, user changes to
their CHM are handled by the local ShoreTel server, even if the HQ server is not available.
Using a distributed database also allows faster local queries and can reduce network traffic.
Scalability is also improved because the headquarters server is no longer a bottleneck for
database accesses.
4.5.2 Benefits of a Distributed Database

Availability – A remote server with DDB can run without disruption when HQ is down.
Additionally, servers running a DDB can be rebooted and will operate properly, even when
the HQ server is not available.
Scalability – Implementing a DDB on remote servers can reduce the workload on the HQ
by handling queries locally, thus reducing the number of queries processed by the HQ
system.
The following benefits are also realized by deploying a distributed database:
• ShoreTel Communicator users no longer need access to the HQ server in order to modify
their CHM
• No action is normally required by the administrator after initial configuration The
database on the HQ server acts as the replication master and remote
servers are replication slaves.
• Updates from the remote server are automatically sent to the HQ database once it is
available. All applications will continue working without changes while the HQ system is
down and continue to function as the HQ database is updated.
4.5.3 Important Considerations and Warnings

Voice Mailbox Server switches (VMBs) do not support copies of the database.
Distributed workgroups and the distributed database features can not be configured on the
same ShoreTel system. Director will not allow configuration of both of these features on the
same ShoreTel system.
When DDB is activated, changing the name of the remote application server (DVM) will
break the replication. A manual synchronization (see Section 4.5.5.2) will be required to
re-establish the DDB replication between the HQ and DVM servers.
4.5.4 Configuration of Distributed Database Service

4.5.4.1 Configuring the Replication Master and Slave
The ShoreTel installer will configure the HQ database as the replication master by enabling
replication in for both new installs and upgrades.
84
The ShoreTel installer installs a MySQL instance on every remote server by default.
However, this MySQL instance is not a writable copy of the ShoreTel database. All
applications on the remote server will normally point back to HQ database by default.
Specific configuration must be performed to enable applications to use the local copy of the
MySQL database.
4.5.4.2 Configuring Distributed Application Servers to Host the ShoreTel

Database
The ShoreTel “Application Servers” menu page contains a new section to configure the
location of the database server (see Figure 4-6). Administrators can create a local database
by selecting the appropriate check box. The database instance can be created on the remote
server as needed.
For example, a Distributed Voice Server can use the HQ database when initially installed.
As the demands on the HQ server increase, the administrator may decide to add a local
database instance on the DVS and configure the applications on the DVS to use the local
database. ShoreTel provides a drop down list that will allow the DVS to switch to other
databases, thus allowing for local or default database operation. For DVS’s not configured
with a local database, including VMBs, the administrator needs to select a proper database,
usually a database server on the same site. Otherwise, the default action is to use the HQ
database.
When the “Create Local Database” box is unchecked, the local database instance will be
removed. If the local database is referenced by other DVS’s, the operation will fail. If the
DVS that hosts the database is the only one that references the database, deletion of the
local database will be allowed. The DVS will then be switched to use the HQ database.
Note: Distributed Voice Servers are not automatically setup to use a local database, even
if another DVS on the same site has a local database configured. To use the database
instance other than the HQ system, manual configuration is required.
ShoreTel 11.1 85
Figure 4-10 Specifying the Distributed Database Usage
4.5.4.3 Steps for Configuration of Replication Servers

After the Remote Application Server or DVS is configured to use a local database, the
following steps need to be completed to start the replication process.
Step 1 Backup the database on the HQ system with the replication log position and
transfer the dump file from the HQ system to the DVS system
Note: To reduce network traffic, it is recommended that the database dump
file be compressed before transferring.
Step 2 Modify the my.ini file to enable the replication slave on the local DVS
Step 3 Restore the dump file on the DVS to create the local database instance and set
the replication log position
Step 4 Setup the replication master and start replication services using the SQL
command
Step 5 Restart the MySQL service to complete the configuration process

Note: These steps involve operations on both the HQ and the DVM systems
and must be coordinated to ensure proper operation.
86
4.5.5 Distributed Database Status

4.5.5.1 DDB in QuickLook
ShoreTel Director Quicklook page show the database replication status in the Servers
section. A small icon next to each server indicates whether the server has a database
instance and uses color coding (Green or Red) to indicate the status of replication. To
obtain details, click the server page to show more information.
4.5.5.2 DDB on Main Server Maintenance Menu

A new database section has been added to the main server maintenance page. It shows the
master status, which include master log file name and master log position. Administrators
can compare this information with the slave database information on the DVS maintenance
page to determine how out-of-sync the remote instance may be with the HQ system. If
connection to the HQ server is long-term, the systems may be synchronized manually. The
synchronization point used is the last snapshot performed on the master database. The
Snapshot button is used to generate an instant snapshot of the database which is used for
synchronization or installation purposes.
4.6 Fax Servers

ShoreTel switches support direct connection to fax servers. Users can receive faxes sent to
their voice number. When a call is answered (either by targeted user or through call
forwarding) it is redirected to the fax redirection extension. The fax redirection extension is
the first port allocated to the fax server. With multiple switch ports dedicated to the fax
server, fax calls to user voice extensions are redirected to the first port connected to the fax
server. If the first port is in a call, the fax is forwarded to the next port.
The ShoreGear switch sends original user’s extension as DTMF immediately after call is
answered. Fax server recognizes call is finished by loop current off. Once the fax call is
complete, the fax server looks up user extension in its configuration. Fax server then
routes the fax to correct end user. Depending upon the fax server’s configuration, fax may
be delivered as an email attachment.
For more information on fax server integration, see the ShoreTel Planning and Installation
Guide.
ShoreTel 11.1 87
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Chapter 5: Configuring Switches ShoreTel Administration Guide
C H A P T E R 5
Configuring Switches
This chapter provides a general overview of the ShoreGear voice switches as well as
information on how to configure them through ShoreWare Director. This chapter provides
information on configuring ShoreGear voice switch:
The ShoreGear voice switches provide a highly reliable, highly scalable platform for the
distributed call control software. Each ShoreGear voice switch connects to the IP network
using a 10/100/1000M Ethernet port.
If more ports are required, you simply connect additional ShoreGear voice switches to your
IP network. The system is inherently scalable, unlike legacy PBX systems that have
hardware breakpoints with line cards, shelves, cabinets, and systems.
For more information about the features supported outside the U.S. and Canada, refer to
the ShoreTel Planning and Installation Guide, Appendix A, “International Planning and
Installation.”
5.1 Switch Models

ShoreGear models are classified into two switch families, based on chassis type:
1-U Half Width Switches
1-U Full Width Switches
The following is a brief description of each switch family. Appendix C, starting on page
567, describes each ShoreGear switch, including LED behavior, interface details, capacity,
and front panel illustrations.
5.1.1 ShoreGear 1-U Half Width Voice Switches

The ShoreGear 1-U Half Width Switch family is the most recent ShoreGear switch design.
1-U Half Width have a smaller footprint, use less power, and have lower heat dissipation
requirements than earlier ShoreGear switches. These switches offer higher granularity in
the number of IP users supported, allowing customers to precisely program the switch to
satisfy their requirements.
The switches can be stacked or mounted in a standard 19-inch rack. Rack mounting 1-U
Half Width Switches requires the ShoreTel Dual Tray. One or two switches are inserted into
the Dual Tray, which is then mounted into the 19-inch rack. Two switches are mounted side
by side Rack mounting the switches require the ShoreTel Dual Tray
ShoreGear 1-U Half Width Voice Switch models include:
ShoreGear 30 (SG 30)
ShoreGear 90BRI (SG 90BRI)
ShoreTel 11.1 89
ShoreTel Administration Guide Chapter 5: Configuring Switches
ShoreGear 220T1 (SG 220T1)

ShoreGear 220T1A (SG 220T1A)
ShoreGear T1k (SG T1k)
ShoreGear 220E1 (SG 220E1)
5.1.2 ShoreGear 1-U Full Width Voice Switches

The ShoreGear 1-U Full Width Switch family includes five models that support analog, IP,
SIP, T1, and E1 voice data streams. Full width switch models can be stacked or mounted
directly into a standard 19-inch equipment rack. These switches are all 1 RU and have an
RJ21X connector for connection to analog phones and trunks. They also feature redundant
Ethernet LAN connections for greater availability and reliability.
ShoreGear 1-U Full Width Voice Switch models include:
ShoreGear 120 (SG 120) – also referred to as ShoreGear 120/24 (SG 120/24)
ShoreGear T1 (SG T1)
ShoreGear E1 (SG E1)
ShoreGear 24A (SG 24A)
5.2 Switch Resources

ShoreGear switches provide telephony, IP phone, and SIP phone resources to ShoreTel
system users. Each voice switch offers a combination of these resources which can be
further customized to support specific individual configurations.
The following sections describe the resources available on ShoreGear voice switches.
Individual ShoreGear model descriptions enumerate the features available on the switches.
5.2.1 Analog Circuits

ShoreGear switches offer three analog circuits: Extensions, DID trunks, and Loop Start
trunks.l
Extensions: Extensions are telephony FXS circuits that supply power to connected
phones, provide ring signals and dial tone, detect on-hook or off-hook conditions
in addition to transmitting and receiving voice signals. Director panels display
Extensions as analog ports. Extensions are assigned directly to user extensions.
DID Trunks: DID Trunks handle inbound Loop Reversal trunks that provide DID
service from the Central Office. DID trunks are assigned to trunk groups
Loop Start Trunks: Loop start trunks are FXO circuits that handle inbound and
outbound calls from ShorePhones. These trunks accept ring signals, go on-hook
and off-hook in addition to transmitting and receiving voice signals. Director
panels display Extensions as analog ports. Extensions are assigned to trunk groups.
5.2.2 Digital Circuits

ShoreGear offers T1, E1, and BRI digital circuits that support CAS and ISDN signalling
protocols through various 1-U Half Width and 1-U Full Width switches. Circuit channels
are configured through Director Switch Edit pages.
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5.2.3 IP Phone Ports

ShoreGear switches support varying numbers of ShorePhone IP devices, as specified by the
Switch’s Edit panel. IP phones resources are allocated as follows:
Port Allocation: Switch processing resources that support Digital and Analog ports
on most ShoreGear switches can be reallocated to support five IP phone ports. For
example, resources on a switch that supports 12 analog ports can be reallocated to
support 60 IP phone ports.
Built-in Capacity: Many switches provide processor resources that support IP
phones without disabling telephony ports. Resources allocated to support IP
phones cannot support SIP Trunks or SIP Proxies.
5.2.4 SIP Trunks

ShoreGear switches support varying numbers of SIP trunks, as specified by the Switch’s
Edit panel. SIP trunk resources are allocated as follows:
on most ShoreGear switches can be reallocated to support five SIP trunks. For
support 60 SIP trunks.
phones without disabling telephony ports. Resources allocated to support IP
phones cannot support SIP Trunks or SIP Proxies.
5.2.5 SIP Proxies

ShoreGear switches support varying numbers of SIP trunks, as specified by the Switch’s
Edit panel. SIP proxies resources are allocated as follows:
on most ShoreGear switches can be reallocated to support 100 SIP proxies. For
support 1200 SIP proxies.
phones without disabling telephony ports. Resources allocated to support SIP
proxies cannot support SIP Trunks or SIP Proxies.
5.3 Configuration Parameters

Before configuring your switches in ShoreWare Director, you must determine the IP and
MAC address assignments for each voice switch. Refer to the ShoreTel Planning and
Installation Guide for more information about getting an IP address for each voice switch.
Here are the items that you need before you begin configuring your switches:
Name of each voice switch you are configuring.
Internet Protocol (IP) address of each switch.
Ethernet address (MAC address) of each switch.
The Ethernet address (MAC address) is printed on the ShoreGear voice switch rear panel.
ShoreTel 11.1 91
5.3.1 IP Phone, SIP, and Make Me Conference Support

If you system is using IP phones, SIP devices, or SIP trunks you must allocate ports on
ShoreGear switches. Each allocated port supports the following:
five IP phones
five SIP trunks
100 SIP devices
Make Me conference is used when a SIP trunk is involved in a conference call with three or
more participants. All the Make Me conference settings are valid in this situation. Although
only three parties are involved in a conference call involving a SIP trunk, four Make Me
conference ports are reserved as this is an enforced rule for all Make Me calls.
If you do not reserve sufficient ports for IP phones on the switches, some or all IP phones
will not be recognized or supported by the ShoreTel system. For more information in
ShoreTel system requirements, see the ShoreTel Planning and Installation Guide.
5.3.2 Backup Operator

ShoreGear voice switches feature a backup operator in case the site operator is unreachable
due to network outages.
For most switches, the backup operator is on the same port as the Power Fail Transfer port.
To use this feature, configure the following ports:
port 5 on the SG 40
port 9 on the SG 60 or the SG 120
port 12 on the SG 30, SG 50, SG 90, SG 220T1A.
5.4 Director Panels

After physically installing a ShoreGear switch into the network, switch parameters are
configured through ShoreWare Director panels. This section lists the Director panels that
configure and monitor ShoreGear switches.
5.4.1 Switches List Panel

The Switches List panel lists the ShoreGear switches installed in the ShoreTel network. To
access the Switches List panel, shown in Figure 5-1, select Administration -> Switches from
the ShoreWare Director menu.
Figure 5-1 Switches Panel – Director
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5.4.1.1 Add new switch at site

The Add new switch at site parameter specifies the site to which a new switch is assigned.
To add a new voice switch, select the desired site and type of voice switch, and then click
Go. Director responds by displaying the Edit ShoreGear Switch panel for the specified
switch.
5.4.1.2 Switch Table contents

Each row corresponds to one switch installed in the ShoreTel network. Each column on the
table lists a switch parameter as follows:
Name: This is the name of the switch. Clicking a name takes you to the Switch edit
page, where you can modify the switch configuration.
Description: This describes the switch. It is an optional entry that typically tells
where the switch is located or describes how it is used. For example, the switch’s
description might indicate the wiring closet where the switch is located.
Site: This is the name of the site where the switch is located.
Server: This is the name of server configured to manage the switch.
Type: This is the type of switch.
IP Address: This is the switch’s IP address.
MAC Address: This is the switch’s Ethernet MAC address.
IP Phones In Use: This is the number of IP phones connected through the switch.
IP Phone Capacity: This is the number of IP phones the switch can support based
on the number of ports reserved for IP phones.
SIP Trunks In Use: This is the number of SIP trunks connected through the switch.
SIP Trunks Capacity: This is the number of SIP trunks the switch can support
based on the number of ports reserved.
Conference Capacity: The number of ports reserved for Make Me conferences.
Hunt Groups: Shows the number of hunt groups the switch is hosting.
Music Source: This indicates whether there is a music source for music-on-hold.
5.4.2 Switch Edit panel

Switch edit panels configure identification and operating parameters for specified switches
installed in the ShoreTel network. Director provides a specific panel for each available
ShoreGear switch to list only the relevant parameters for an individual switch.
5.4.2.1 New Switch and Edit Switch Panels

The structure of Edit panels generated for adding new switches differs from the structure of
Edit panels used to change the settings of existing panels.
Director displays an Edit panel for a new switch, as shown in Figure 5-2, when you add a
new switch for the Switches List page.
Edit Switch panels for adding switches typically comprise two sections:
ShoreTel 11.1 93
Figure 5-2 SG 50 Edit Switch panel – Adding a Switch
The parameter section is located at the top of the panel and configures
identification and signaling settings for the switch. The list of parameters in this
section depends on the type of switch being added to the ShoreTel network.
The port table is located at the bottom of the panel and configures each port or
channel on the switch.
Director displays an Edit page for an existing switch, as shown in Figure 5-4, when you edit
an existing switch. To display this switch, click on the name of the desired switch on the
Switches List page.
Edit Switch panels for editing existing switches typically comprise three sections.
The parameter section is located at the top of the panel and configures
identification and signaling settings for the switch. This section is identical for both
types of edit panels.
The switch graphic displays the switches front panel between the parameter
section and the port table. The Name of the switch is listed below the left side of
the graphic. The port popout section provides port configuration information as
follows:
— The color block specifies the port type assignment through the corresponding
color blocks. Figure 5-4 provides the code for interpreting these blocks.
— Hovering the cursor on the LED graphic displays the Port Type setting and the
Trunk Group, when appropriate, to which the port is assigned below the left
side of the graphic.
The switch port graphical view appears at the bottom of the edit pages. The
port, IP phone, Conference, SIP trunks, description, jack number, and location
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Figure 5-3 SG 50 Edit Switch panel – Editing an Existing Switch
Figure 5-4 Switch Type Color Code
are displayed. Clicking a telephone or trunk port link takes you to the Port edit
page for the associated port.
The port table is located at the bottom of the panel and configures each port or
channel on the switch. This section is identical for both types of edit panels.
5.5 Switch Parameters

Parameters listed on edit pages depend upon the switch that is being edited. The following
are lists of parameters that are configured on the various ShoreGear Edit pages.
ShoreTel 11.1 95
5.5.1 System Parameters

ShoreGear system parameters configure parameters required by the switch to interact with
the ShoreTel network. Figure 5-5 displays the portion of a ShoreGear Edit panel that
contains these parameters.
Figure 5-5 System Parameters section of a Switch Edit panel
All ShoreGear switch edit panels list these parameters except as otherwise noted.
Name: This is the name of the voice switch.
Description: This describes the switch. It is an optional entry that typically tells
where the switch is located or describes how it is used. For example, the switch’s
description might indicate the wiring closet where the switch is located.
Site: This describes the site where the switch is located. This is a read-only
parameter. If you want to move the switch to another site, you must move all the
associated users and trunks, delete the switch from the current site, and add the
switch to the new site.
If your DHCP/ BOOTP server is running, click Find Switches and select an IP
address from the Find Switch dialog box. This also adds the switch’s MAC address
in the Ethernet Address field. If your DHCP/ BOOTP server is not running, you
must enter the switch’s IP address and MAC address manually in the text-entry
field.
Find Switches: This button invokes the Find Switch dialog box. It automatically
finds all voice switches of the associated type on the network.
This feature works only when the switch is on the same subnet as the ShoreWare
server. The server IP address is given to the voice switch via DHCP/ BOOTP or via a
serial port command line entry.
Ethernet Address: This is the switch’s Ethernet address. It is the MAC address
printed on the switch’s rear panel.
If your DHCP/ BOOTP server is running, and you clicked Find Switches to select an
IP address from the Find Switch dialog box, the switch’s MAC address was added at
the same time in the Ethernet Address field. If your DHCP/ BOOTP server is not
running, you must enter the switch’s MAC address manually in the text-entry field.
96
Server to Manage Switch: This is the server that manages this switch. Select from
the drop-down list.
Caller’s Emergency Service Identification (CESID): This is the telephone number
sent to the service provider when an emergency services number is dialed from a
user extension number. This parameter is not present on switches that do not
contain ports that can be assigned to a user extension – SG T1, SG E1, SG T1k, and
SG E1k.
Refer to Appendix A, starting on page 501, for more information.
Built-in Capacity: Built-in capacity allocates switch resources to support IP
phones, SIP trunks, and SIP proxies on the ShoreTel network. Resource availability
varies for each ShoreGear model.
— To allocate IP Phone and SIP Trunk resources, enter the desired number of
resources in the data entry boxes.
— To determine the allocated SIP Proxy resources, subtract the number of
available resources from the sum of the entered numbers, then multiply the
difference by 20.
Example: The SG 90 provides 30 resources. If 5 resources are allocated for IP
Phones and 5 resources are allocated for SIP trunks, then 400 SIP proxy
resources are available: (30 - (5+5))*20.
Music On Hold Source: This enables the music-on-hold port. Check this box to
enable or disable this feature. This parameter enables and disables music on hold
for all trunks, including SIP trunks, and cannot be applied to a specific trunk type.
Each site requires a separate music-on-hold source. Music is not available between
sites across the WAN to save bandwidth. Enabling or disabling MOH for a switch
only affects the local region associated with that switch. If MOH is enabled for a
remote site but the headquarters switch has MOH disabled, then people calling into
the headquarters switch will not hear music when placed on hold. Callers who dial
into the remote site will, or course, hear music when placed on hold.
A music source, such as a CD player, must be connected to the Music On Hold jack
on the front panel of the switch.
Use Analog Extension Ports as DID Trunks: 1-U Half Width analog extension
ports cannot be individually configured as DID trunks. Selecting this parameter
configures all analog extensions as analog DID trunks. When this parameter is
selected, analog ports on the switch cannot be assigned to a user extension port.
This parameter is not available on 1-U Full Width switches. Analog extensions
these switches may be individually configured as Analog DID trunks from the
Director Edit Trunk panel.
5.5.2 T1 Signalling Parameters

T1 Signaling parameters configure T1 circuit Layer 3 and Layer 1 parameters. Figure 5-6
displays the portion of a ShoreGear Edit panel that contains these parameters.
Panels that configure the following parameters include the SG T1, SG 220 T1, and the SG
220T1A.
5.5.2.1 Layer 3
Layer 3 parameters configure the following network layer settings.
ShoreTel 11.1 97
Figure 5-6 T1 Parameters section of a Switch Edit panel
Protocol Type: This determines the type of signaling the ShoreGear-T1 will
facilitate:
— CAS uses in-band signaling where a portion of the bearer channel is used for A/
B bit signaling, emulating on-hook and off-hook conditions.
— ISDN User and ISDN Network is used in conjunction with ISDN signaling
configurations. It provides a single D-channel for controlling 23 bearer
channels. You can designate the T1 trunk as being User or Network side.
— The QSIG protocol handles the signaling between digital PBXs for ISDN,
handling the basic signaling functions of call setup, handshaking, and call
teardown, and thus allowing PBXs from different third-party vendors to
communicate and interoperate.
Whereas PRI employs the concept of a “user” and a “network” to determine
which network entity is controlling the D-link channel, QSIG uses a similar
“master” and “slave” concept to determine the relationship between network
elements.
— Select QSIG Master or QSIG Slave from the drop-down menu, depending on
which type of signaling the ShoreGear-T1 will facilitate.
Central Office Type: This provides support for the following types of Central
Offices (COs):
— 4ESS
— 5ESS
— DMS-100
— National ISDN-2 (NI-2)
Select an appropriate CO type from the drop-down list. The default is 4ESS.
Call by Call Service: Call by Call Service is a 4ESS feature that allows a user to
access different services, such as an 800 line or WATS line, on a per call basis. This
parameter is available only when Central Office Type is set to 4ESS.
Parameter options (SDN or MEGACOM) are AT&T outbound service types.
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Enable Outbound Calling Name: This sends the caller name with the caller ID for
outbound calls. The default is disabled.
5.5.2.2 Layer 1
Layer 1 parameters configure the following physical layer settings.
Clock Source: This is the ShoreGear-T1 switch’s clock source. Depending on the
type of T1 service provided by your telephone company’s CO, select either Slave or
Master from the drop-down list. Typically the ShoreGear-T1 is slave to the central
office. The system default is Slave.
Framing Format: This is the ShoreGear-T1 switch’s framing format. Depending on
the type of T1 service provided by your telephone company’s CO, select either ESF
or D4 from the drop-down menu. The system default is ESF.
Line Code: This is the ShoreGear-T1 switch’s line code. Depending on the type of
T1 service provided by your telephone company’s CO, select either B8ZS or AMI.
The system default is B8ZS from the drop-down menu.
Line Build Out: This drop-down list provides a list of T1 trunk line distances,
specified in decibels (dB) and in feet. Select the appropriate line code from the
drop-down list.
5.5.3 E1 Signalling Parameters

E1 Signaling parameters configure E1 circuit Layer 3 and Layer 1 parameters. Figure 5-7
displays the portion of a ShoreGear Edit panel that contains these parameters.
Figure 5-7 E1 Parameters section of a Switch Edit panel
Panels that configure the following parameters include the SG E1, and the SG 220E1.
5.5.3.1 Layer 3
Layer 3 parameters configure the following network layer settings.
Protocol Type: This parameters specifies the signalling protocol.
— ISDN User and ISDN Network are ISDN signalling protocols.
ShoreTel 11.1 99
— QSIG is an ISDN based signalling protocol used for signalling between PBXs in
a private network.
Central Office Type: The ShoreGear-E1 supports a single signaling type per
country, which is typically Euro-ISDN(TBR4). This parameter is active only if
Protocol Type is set to ISDN User or ISDN Network.
Enable Outbound Calling Name: When this parameter is selected, the caller name
is sent with the caller ID for outbound calls. The parameter is disabled by default.
5.5.3.2 Layer 1
Layer 1 parameters configure the following physical layer settings.
Clock Source: This parameter specifies the clock source. This parameter is
typically set for compatibility with the service provided by the telephone company’s
CO. The default setting is Slave.
Framing Format: The ShoreGear-E1 supports CRC-4.
5.5.4 BRI Signalling Parameters

BRI Signaling parameters configure BRI circuit Layer 1, Layer 2, and Layer 3 parameters.
Figure 5-8 displays the portion of a ShoreGear Edit panel that contains these parameters.
Figure 5-8 BRI Parameters section of a Switch Edit panel
Switch edit panels provide a signalling parameter set for each BRI span on the ShoreGear
Switch. The ShoreGear 90BRI supports four BRI spans; the ShoreGear 30 BRI supports one
BRI span.
5.5.4.1 Enable Span as BRI

Select this option to Activate the corresponding Digital Channels as a BRI span. When this
parameter is not selected, the Channel resources are available for reallocation to support IP
phones, SIP trunks, or SIP proxies.
5.5.4.2 Layer 3
Protocol Type: This parameters specifies the signalling protocol.
— ISDN User and ISDN Network are ISDN signalling protocols.
100
— QSIG is an ISDN based signalling protocol used for signalling between PBXs in
a private network.
Central Office Type: The ShoreGear-E1 supports a single signaling type per
country, which is typically Euro-ISDN(TBR4). This parameter is active only if
Protocol Type is set to ISDN User or ISDN Network.
5.5.4.3 Layer 2
Signaling: Select either Point-to-Point or Point-to-Multipoint.
5.5.4.4 Layer 1
Clock Source: This parameter specifies the clock source. This parameter is
typically set for compatibility with the service provided by the telephone company’s
CO. The default setting is Slave.
Clock Priority: This priority configures the clock recovery priority for the BRI
voice channels.
— When the Clock Source for the ShoreGear 90BRI is set to Master, the Clock
Priority is set to Never.
— When the Clock Source is set to Slave, this parameter configure the priority
level: High, Medium, Low, or Lower.
This parameter has no significance for the SG 30BRI, regardless of the Clock
Source setting.
5.5.5 Analog Port Tables

Analog Port Tables are located below the System Parameters section on Switch Edit panels
for switches that provide analog circuit resources. Figure 5-9 displays an analog port table
for an SG 90 switch.
Figure 5-9 Analog Port Table – SG 90 Edit panel
Port Type—This parameter configures the port resources.

— Available configures the port resources to support either an extension port or
DID trunk. Port capabilities depend on the ShoreGear switch model.
ShoreTel 11.1 101

— Conference configures the port resources for Make Me conferencing.

Reserve as many ports as you need to support the maximum number of
conferences you will permit to occur simultaneously. For example, if you will
allow two three-way calls at the same time, reserve 6 ports. The minimum
number of ports that can be reserved for Make Me conferencing is four.
— Trunk configures the port as an analog trunk assigned to the Trunk Group
specified by the Trunk Group parameter.
— 5 IP Phones configures the resource to support 5 IP phones.
— 5 SIP Trunks configures the resource to support 5 SIP trunks.
— 100 SIP Proxy configures the resource to support 100 SIP proxies.
Trunk Group—This parameter specifies the Trunk Group to which the port is
assigned. This parameter is available only when Port Type is set to Trunk.
Port tables do not include the Trunk Group column for switches that do provide
Loop Start Trunks.
Description—This parameter is an optional comment field that lists a descriptive
name for the switch port.
Jack Number—This parameter is an optional comment field for entering the patch-
panel jack number to which the port is connected.
Location—This parameter is an optional comment field for entering location
information about the port.
5.5.6 Digital Channel Tables

Digital Port Tables are located below the System Parameters section on Switch Edit panels
for switches that provide digital analog circuit resources. Figure 5-10 displays an analog
port table for an SG 220T1 switch.
Port Type—This parameter configures the port resources.
— Available indicates that the channel resources is available for assignment.
— Trunk configures the port as an digital trunk assigned to the Trunk Group
specified by the Trunk Group parameter.
— 5 IP Phones configures the resource to support 5 IP phones.
— 5 SIP Trunks configures the resource to support 5 SIP trunks.
— 100 SIP Proxy configures the resource to support 100 SIP proxies.
— Unavailable indicates that digital channel is not available, such as in the case of
a fractional T1 circuit.
Trunk Group—This parameter specifies the Trunk Group to which the port is
assigned. This parameter is available only when Port Type is set to Trunk.
Description—This parameter is an optional comment field that lists a descriptive
name for the switch port.
Jack Number—This parameter is an optional comment field for entering the patch-
panel jack number to which the port is connected.
Tx Gain (db)—This parameter specifies the gain added to received digital signals.
The default is 0db.
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Figure 5-10 Digital Port Table – SG 220T1 Edit panel
Rx Gain (db)—This parameter specifies the gain added to transmitted digital

signals. The default is 0db.
Clicking the Fill Down button duplicates first row data entry field contents in all
other rows. The channel number, in parenthesis, is appended to the contents of the
Description field.
5.6 Spare Switch Failover

IP Phone Failover: IP Phone Failover is a ShoreTel feature that continues a voice call after
the ShorePhone loses communication with the its managing switch.
When IP Phone Failover is implemented, ShorePhones are configured to send a signal to
their ShoreGear call manager switch every four minutes and to expect an acknowledgment
from the switch. When a phone does not receive the return signal, it connects to another
switch located at the same site.
When Spare Switch Failover is not enabled, ShoreTel does not reserve switches exclusively
for servicing phones losing access to their call manager switch. Phones fail over to switches
with available resources that are assigned to the same site as the phone.
Effective use of IP Phone Failover requires sufficient excess switch capacity at each site for
reassigning call manager resources to phones having lost switch access.
ShoreTel 11.1 103

5.6.1 Description
Spare Switch Failover introduces spare switches for handling IP Phones that failover. Spare
switches are reserved for servicing IP Phones unable to access their call manager switch. A
spare switch is available at the site where is configured and all descendants of that site.
Switches are not available to parents of the site to which they are assigned.
A spare switch remains dormant until activated by a site. IP Phone failover processes within
a site are unaltered by this feature until a site has no remaining call manager resources for
assignment to failover devices. When an IP Phone initiates a failover when no switch
resources are available, ShoreWare searches the site and its ascendant sites until a dormant
spare switch is identified. The spare switch is assigned to the site requiring the resource,
after which a call manager resource is assigned to the IP Phone performing the failover.
Active spare switches only service IP Phones that failover from losing call manager
resources. Other switch resources are unavailable including analog extensions, trunks,
media proxy, make-me conference ports, and music on hold. Extension Assignment
extensions may be created on the switch.
5.6.2 Implementation
5.6.2.1 Spare Switches
Spare switches provide replacement IP phone capacity for failed switches in the site and
descendant sites. When activated, the spare switch is moved to the site of the failed switch.
Users configure switches as a spare through Director. Spare switch resources are not
allocated during configuration. Each spare is assigned to a home site and can be used from
any descendants of the home site. The entire capacity of the switch is available for MGCP
and SIP extension at the site to which it is assigned through a Failover operation.
ShoreGear switches that can be configured as spares include:
ShoreGear 120/24
ShoreGear 40/8
ShoreGear 60/12
ShoreGear 50
ShoreGear 90
ShoreGear 220T1
ShoreGear 220E1
ShoreGear 90BRI
ShoreGear 220T1A
ShoreGear 30
ShoreGear 30BRI
Voicemail Model switches cannot be configured as spare switches.
Spare switches cannot change languages when they are activated. Language
incompatibilities are denoted with an Firmware upgrade available message when
configured into a site with a different language.
Established calls survive the failover process when a spare switch is required.
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5.6.2.2 Spare Switch Failover

Switches are returned to spare status through Director. when the user has sufficient IP
phone capacity to support the devices that the spare switch is servicing. IP phones
managed by the switch are moved to other switches at the site when the spare switch fails
back.
If the site does not have sufficient capacity to cover IP phones after a failback operation, the
spare switch performs another fail over.
5.6.2.3 Failback
Failback is the operation that restores the spare switch to reserved status. Spare switch
failback is manually performed through Director; automatic failback of spare switches is
not supported.
IP phones managed by the switch are moved to other switches after failback operation. If
the site does not have sufficient capacity to cover IP phones when a failback is initiated, the
spare switch performs another fail over.
Failback is performed from the Maintenance – Switch Summary panel in Director.
5.6.3 Provisioning – Director

The following Director panels support Spare Switch Failover
5.6.3.1 Spare Switch List

The Spare Switch List panel, shown in Figure 5-11, adds a switch to the specified site for
use as a spare switch. You can access the configuration panel for a spare switch by clicking
that switch’s name.
To access the Spare Switch List, select Administration -> Switches -> Spare from the
Director Main Menu.
Figure 5-11 Spare Switch List panel
5.6.3.2 Edit Spare Switch panel

The Edit Spare Switch, shown in Figure 5-12, configures parameter settings for the
specified ShoreGear Switch. The Spare Switch panel differs from Primary Switch
configuration panels in that port resources are not allocated to system devices.
To access the Edit Spare Switch List, select Administration -> Switches -> Spare from the
Director Main Menu, then click the Go text at the top of the panel to add a switch or click
the desired switch name to edit that switch.
ShoreTel 11.1 105

Figure 5-12 Edit Spare Switch panel
5.6.3.3 Enabling IP Phone Failover

IP Phone Failover must be enabled from the Edit IP Phone Options panel. Refer to Section
8.2.5 for more information on configuring IP Phone Failover.
5.6.3.4 Quick Look panel

The Quick Look panel displays a Temporary Disable IP Phone Failover Across Sites
selection box at the bottom of the panel. When this option is selected, spare switches do
not failover throughout the entire system. Figure 5-13 displays a Quick Look panel with
the Temporary Disable IP Phone Failover Across Sites selection box.
Figure 5-13 Temporary Disable IP Phone Failover Across Sites selection box
5.6.3.5 Maintenance – Switches Summary

The Maintenance – Switches Summary panel displays a section listing the Spare Switches
located on the specified site. This section indicates the activity level of the switch and,
when active, the site upon which the switch is deployed.
Manual failbacks are performed from this panel by accessing the drop down menu for the
desired switch and selecting Fail Back.
106
Figure 5-14 Maintenance – Switches Summary panel
5.7 Adding a ShoreGear Switch

The following procedure adds a ShoreGear switch to the ShoreTel system
Step 1 Access the Switches panel in Director by selecting Administration -> Switches
from the Director menu.
Step 2 Select the desired site and switch type in the Add new switch at site
parameters located at the top of the panel, then click Go.
Director displays the Switch Edit panel for the desired switch.
Step 3 Enter the system parameter settings in the data entry fields at the top of the
panel. Refer to Section 5.5.1 on page 96 for a description of the system
parameters.
Step 4 If the switch will be used as a music-on-hold source, enable it by clicking the
Music Source check box.
Step 5 If your DHCP/ BOOTP server is running, click Find Switches and select an IP
address from the Find Switch dialog box. This also adds the switch’s MAC
address in the Ethernet Address field.
The Find Switches feature will only find switches on the subnet of the server.
You must manually type in the IP and Ethernet address for remote switches.
If your DHCP/ BOOTP server is not running, enter the switch’s IP address
manually in the IP Address field and enter the switch’s MAC address in the
Ethernet Address field.
Step 6 For ShoreGear switches that support digital circuits, enter the required settings
in the Layer 1, Layer 2, and Layer 3 data entry fields.
Refer to Section 5.5.2 on page 97 for information on T1 data entry fields.
Refer to Section 5.5.3 on page 99 for information on E1 data entry fields.
Refer to Section 5.5.4 on page 100 for information on BRI data entry fields.
ShoreTel 11.1 107

Step 7 For ShoreGear switches that support analog ports, select the desired port type
and trunk group options in the Analog Port Table, then complete the remaining
data entry fields.
Refer to Section 5.5.5 on page 101 for information on Analog Port Table
parameters.
Step 8 For ShoreGear switches that support digital channels, select the desired port
type and trunk group options in the Digital Channel Table, then complete the
remaining data entry fields.
Refer to 5.5.6 on page 102 for information on Analog Port Table parameters.
Step 9 Click Save to save the configuration. The new switch is added to the table in
the Switches page. If you modified an existing switch configuration, the table
will be updated.
When adding a ShoreGear voice switch to a network server you may need to
manually power-cycle the voice switch to cause a software upgrade.
5.8 SoftSwitch
SoftSwitch is used to host virtual users who are not assigned a physical telephone port on
any ShoreGear voice switch. The SoftSwitch is used to host all voice mail, auto-attendant,
and workgroup extensions as well as route points. A SoftSwitch is automatically created for
every server added to the ShoreTel system. The server will be listed as a SoftSwitch on the
Switches list page.
To access the SoftSwitch edit panel, as shown in Figure 5-15, click the name of the
SoftSwitch from the Switches list panel.
Figure 5-15 SoftSwitch Edit Panel
The parameters that appear on the SoftSwitch edit page are as follows:
Name: This is the name of the SoftSwitch. The default name is SoftSwitch, but you
can change the name to suit your system.
Description: This is a descriptive name of the SoftSwitch.
Site: This is the location of the SoftSwitch. This is a read-only parameter, and
cannot be changed. The SoftSwitch is always located at the main site.
The name of the main site is defaulted to “Headquarters,” but can be changed via
the Site edit page.
IP Address: This read-only field is the IP address of the switch supporting the
SoftSwitch. Change the IP address from the Server page.
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5.9 Replacing a ShoreGear Voice Switch

The following procedure is recommended for replacing a ShoreGear voice switch:
Step 1 Make sure you are ready to deliver an IP address to the new voice switch.
If you are using DHCP, the voice switch will request a new IP address at power
up.
If you are using the BOOTP server on the ShoreWare server, create a new entry
on the BOOTP server page.
Step 2 Physically install the new voice switch. Power-on the new voice switch. A new
IP address will be requested by the switch.
Step 3 In ShoreWare Director, open the Switch edit page for the existing voice switch
that is being replaced. Click Find Switches to discover the new voice switch.
Select the voice switch and save.
If the switch is on a different subnet of the ShoreWare server, Find Switches
will not work and you must manually type in the IP and MAC addresses.
Step 4 Unplug the port connections (telephones, trunks) from the existing voice
switch and plug them into the new voice switch.
Step 5 In ShoreWare Director, go to the Quick Look page to confirm that the voice
switch comes back on line. This could take one or two minutes.
5.10 T.38 Support on ShoreGear Switches

Online faxing has become a very popular trend for many enterprise organizations. The
ability to quickly fax important documents or papers is vital to maintaining the type of
business communications expected by most companies. T.38 provides support for
ShoreGear switches which greatly improves the reliability of fax calls. T.38 support is
implemented as gateway on the ShoreGear switches when ShoreTel is installed and will not
require any additional configuration procedures by end users. The system administrator
controls the T.38 behavior through the ShoreWare Director configuration of fax codecs
parameters.
The T.38 gateway is implemented on ShoreGear switches that are newer than the 1U half-
width voice switches and is available by default when ShoreWare 10.x is installed.
T.38 support is implemented on both ShoreSIP and SIP. Translation between SIP and
ShoreSIP is implemented so that ShoreGear based switches can talk with SIP based T.38
switches.
ShoreTel 11.1 109

Figure 5-16 T38 over IP network connecting to fax machines
5.10.2 Usage
T.38 fax feature is enabled by default on each ShoreGear switch. Only the UDPTL format is
supported, with fixed redundancy configurable for all calls. If a secondary fallback
extension is necessary, it will be configured as well.
T.38 is implemented through a gateway on the ShoreGear switches. T.38 UDPTL packets
parameters are negotiated in the SDP following the offer/answer exchange model via
shoreSIP/SIP between ShoreGear switches, SIP trunk or a SIP based third party devices,
such as IP fax extension.
In order to connect a T.38 fax server into the ShoreTel system, one of the two requirement
must be met:
1. The T.38 fax server can fall back to G.711 clear channel.
2. If the fax server is T.38 only, all the switches within the system have to be upgraded to
one of the supported voice switches, otherwise, fax call from those switches will never
be successful. Please refer to the list of supported voice switches listed under the
ShoreGear Switches section in the System Specification chapter.
NOTE: In order for fax machines to work properly, the administrator should make sure
that only fax machines are connected to extensions with one of the following labels.
fax machine
fax server
non-T.38 fax server
non-T.38 data terminal
Extensions that are labeled as a fax machine can also be used as a site specific fax
redirection machine. It is also necessary to make sure that extensions designated as fax
extensions are not fowarded to other phones or trunks using the Anyphone feature.
Under these circumstances, fax operation will be impacted.
110
5.10.3 Important Considerations

T.38 support is subject to the following considerations:
The following switches are not supported byT.38. For these and older switches, G711/
L16 clear channel is used for fax purposes.
ShoreGear - 8
ShoreGear -12
ShoreGear 120
ShoreGear -T1
ShoreGear -E1
ShoreGear -TW
ShoreGear -24 and ShoreGear 24a
Fax machine/fax server behind Shoretel PBX should disable V34 feature to avoid fax
using G711/Linear clear channel.
V.34 faxes are not supported.
ShoreTel only supports T.38 in udptl form. T.38 calls in RTP or TCP form are not
supported.
ShoreTel does not support either IP media or RFC2833 based fax tone detection (in
RFC2833, ShoreTel only supports DTMF, no named telephony events), therefore
ShoreTel can not detect fax tone coming from an SIP end-point with the exception of a
SIP connection that is established with a physical port on the ShoreGear switch. In this
case, the ShoreGear switch can detect a Fax tone from the SIP endpoint and either
switch to fax mode or redirect the call.
ShoreTel depends on fax CNG tone detection or T.38 invite to redirect an incoming fax
call. If the fax connection is established with one SIP based endpoint (such as SIP
extension or SIP trunk), Shoretel depends on SIP invite to either establish a fax
connection or redirect the call to a preconfigured fax device.
T.38 support is not supported on SIP-BRI.
5.10.4 ShoreTel T.38 Configuration

Configuring ShoreTel support for T.38 is accomplished through ShoreWare Director.
To configuring T.38 support, follow these steps.
Step 1 Launch ShoreWare Director and login as the administrator.
Step 2 Click the Administration link to expand the submenus.
Step 3 Select Call Control link to expand the submenus.
Step 4 Select Codec Lists. A screen similar to the following screen is displayed.
ShoreTel 11.1 111

Figure 5-17 Codec Lists
Step 5 Select a Fax Codec from the list Codecs provided. A screen listing all available
Codecs and Codec List Members is displayed, as shown below.
112
Figure 5-18 Edit Codecs List Panel
NOTE: If you create a custom Codec, make sure T.38 is a member of the fax Codecs
listed.
Step 6 Select Sites from ShoreWare Director and select the site of the Codecs you want
to configure.
ShoreTel 11.1 113

Figure 5-19 Sites Panel
Step 7 Select the Fax Codecs from the FAX and Modems Calls drop down list.
Step 8 To save your configuration, click Save.
5.10.5 3rd Party T.38 Configuration Support

T.38 by ShoreTel also supports GFI Software/Brooktrout SR140. See the following ShoreTel
application notes for the configuration procedure.
ST-10238: How to configure GFI Software/Brooktrout SR140 with the ShoreTel
System
Contact ShoreTel Technology Partners Program at http://www.shoretel.com/partners/
technology/certified_partners.html for more information on configuring additional ShoreTel
supported 3rd party solutions.
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Chapter 6: Voicemail Model Switches ShoreTel Administration Guide
C H A P T E R 6
Voicemail Model Switches
6.1 Introduction
6.1.1 Definition
Voicemail Model Switches are ShoreGear switches that provide voicemail services and
access to auto attendant menus for extensions hosted by the switch. Voicemail Model (V
Model) switches provide local access to voicemail while being controlled by a Distributed
server at a different location.
Voicemail Model switches store voicemail in Compact Flash (CF) cards. Auto Attendant
menus, greetings, and prompts, are stored in permanent flash memory. Voicemail backup
and restore routines are available through Director for protecting voice mail on a regular
basis. If a switch is disabled, information on the Compact Flash is retained and can be
moved to another switch of the same model.
V Model switches are deployed in the same manner as other ShoreGear 1-U Half Width
switches and managed similarly to other switches and servers. Director windows configure
switch, voicemail, and server settings. Device status is also monitored through Director
maintenance windows.
Three ShoreGear switches operate as a ShoreGear voice switch and as a voice mail server:
ShoreGear 90V
ShoreGear 90BRIV
ShoreGear 50V
6.1.2 Background
A ShoreTel site is the geographic unit to which voice switches and users are assigned.
ShoreWare Director supports configuration parameters for each site, including time zone,
area codes, emergency numbers, voice mail, and local system extensions. Users assigned to
a site are associated with the parameter settings for that site. Ports and phones on a switch
at a site are available for assignment as the home port of a user assigned to that site.
ShoreWare provides automated attendant and voice mail services through application
servers. Although each application server is assigned to a ShoreWare site, an application
server can provide services to any ShoreWare user within the ShoreWare network
regardless of the site assignments of the user and the server. Therefore, ShoreWare does not
require the installation of application servers at each site to provide Auto-Attendant and
voice mail services to all system users.
Although users can access voice mail and automated attendants through servers at remote
locations, service availability can be subject to time delays and outages inherent in
extended networks. Conversely, installing application servers at every site is an inefficient
solution for ShoreWare implementations that have several sites configured with a small
number of users.
ShoreTel 11.1 115

ShoreTel Administration Guide Chapter 6: Voicemail Model Switches
6.2 Functional Description

6.2.1 Physical Description
Voicemail Model switches are similar to other 1-U Half Width Switches, with the addition
of permanent flash and Compact Flash memory for providing local access to voicemail,
automated scripts, and other services normally provided by Distributed Servers.
6.2.1.1 Capacity
The following are V Model switch capacities:
System
Maximum Voicemail Enabled Switches in System: 500
Maximum number of V Model switches per DB instance: 100
Number of Simultaneous Calls to Voicemail boxes on a V Model switch: 9
ShoreGear 90V
Analog Telephony: 12 ports
— 8 ports support trunks,
— 4 ports configurable as extensions or DID trunks
IP and SIP resources
— 90 IP phones, 90 SIP trunks, or 1800 SIP proxies maximum – requires reallocation
of telephony resources.
— 30 IP phones, 30 SIP trunks, or 600 SIP proxies independent of telephony support
90 voice mailboxes
ShoreGear 90BRIV
Analog Telephony: 4 extension ports
Digital Telephony: 4 BRI ports – 8 channels
— each port supports one BRI span that comprises two channels
90 voice mailboxes
ShoreGear 50V
Analog Telephony: 6 ports
— 4 ports support trunks,
— 2 ports configurable as extensions or DID trunks
50 voice mailboxes
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6.2.1.2 Differences from other Switches

V Model Switches differ from other 1-U Half Width Switches as follows:
V Model switches have a slot on the left side of the chassis for accessing the CF card.
V Model switches provide Voicemail and auto attendant services normally provided by
the Main Server or a Distributed Server.
V Model switch and server functions run on Linux.
The OS on other ShoreGear switches is VxWorks. Other ShoreWare Servers run under
Microsoft Windows.
V Model switches do not support Simplified Message Desk Interface (SMDI).
6.2.2 Voice Switch Functions

V Model switches provide the same voice switch services as other 1-U Half Width Switches.
V Model switches store voicemail and Auto-Attendant information in 8-bit .wav (µ-law)
format received through G.711 and G.729 codecs. The switches can negotiate ADPCM
(DVI4/8000) and Linear (L16/8000) codecs. Each switch supports G.729 on trunks and
extensions.
Each V Model switch utilize only the codecs residing on that switch. As with other 1-U Half
Width Switches, V Model switch codecs cannot serve as a G.729 proxy.
6.2.3 Server Functions

V Model switches support a reduced set of the server features available in ShoreWare Main
and Distributed Servers. The following sections describe V Model Switch server features.
6.2.3.1 Voicemail
V Model Switches provide voicemail access to local users under normal operation
conditions. Application servers at remote locations can provide services to V Model switch
users when switch resource utilization is at capacity.
Switch functions and Server routines run under Linux. Voicemail Model Switches use
Qmail, instead of SMTP server used by other Application Servers. V Model Switches do not
support SMDI.
Voicemail box capacity varies by switch model:
SG 90V: 90 mail boxes
SG 90 BRIV: 90 mail boxes
SG 50: 50 mail boxes
Voicemail file capacity depends on Compact Flash card size. 1-GByte cards can store up to
1500 minutes of audio data, translating into an average of more than 15 minutes for each
SG 90V user.
Voicemail services are provided directly to users from the switch through the IP Phone
connected to the V Model switch. When users access voicemail through their computers,
the V Model switch sends the file to a Main or Distributed Server, which then transmits the
message to the PC.
When the Compact Flash is full, callers attempting to leave voice messages are told the
mailbox is full.
ShoreTel 11.1 117

6.2.3.2 Auto Attendant Menus

All auto attendant menus defined for the system are loaded onto each V model switch.
6.2.3.3 Recorded Name Storage

When configuring their voicemail boxes, users record their names to audio files for system
usage when introducing their mailbox or messages to inbound callers or other users.
V Model switches stores Recorded Name files only for users whose mailbox is hosted on
the switch, whereas Main and Distributed Servers retain all Recorded Name files. V Model
Switches retrieve Recorded Name files from the Main or Distributed Server when it requires
a file that does not reside on the switch.
6.2.3.4 Voicemail Prompts

All voicemail prompts, for languages supported by the system, are stored on the Main
Server and each Distributed Server. V Model Switches store prompts for four languages,
including the default language of the site to which the switch is assigned.
6.2.4 Connectivity Requirements

Voice mail and auto attendant availability requires connectivity to the boot time server for
reading the configuration database on the HQ server. Voicemail and the auto attendant are
not active until initial connectivity to the HQ server is established. V Model switches do
not require restarting to enable Voicemail and auto attendant if initial connectivity is
established after the initial boot.
Voicemail and auto attendant services require that the V model switch has connectivity
with a Network Time Protocol (NTP) server. Backup requires FTP server connectivity. As
data is backed up, it goes to the Main Server or to any computer with FTP server
capabilities that supports RFC 959, the MDTM command, and the SIZE command.
While Distributed servers can manage the V model switch, switch applications depend on
access to the database maintained on the Main server. Applications that run on these voice
switches include voicemail and Telephone Management Server (TMS).
Personal Communicator connects only to the Main Server or a Distributed Server, even for
users whose host port is on a V Model switch.
6.3 Utilities
6.3.1 Accessing Voicemail Model Switch Utilities
ShoreGear switch utilities are accessible through the Maintenance port, an SSH client, or an
MS windows program executed from a command prompt on the Main or a Distributed
server. The following sections describe utility access methods.
The switch accepts requests from MS Windows CLIs only when they run on the local host,
the controlling Distributed server, or the Main ShoreTel server. The switch accepts requests
from remote CLIs run from an SSH client.
6.3.1.1 Accessing Utilities from the Serial Port

Switch utilities are accessible through the maintenance port located on the faceplate. The
state of the switch at the time of Maintenance port access determines the available utility.
118
During normal switch operation, the Maintenance port accesses a specified Linux shell.
The default shell is stcli.
To access ShoreGear utilities through the Maintenance port:
Step 1 Connect a serial cable between a personal computer and the ShoreGear switch.
Step 2 Use a terminal emulation program to open a connection to the switch.
Step 3 Apply these values to the terminal settings:

Speed: 19.2 Kbs
Data bit: 8 bits
Stop bit: 1
Parity: No parity
Flow Control: None
Step 4 When opening stcli, enter the account name and password, as normally
required by a Linux login.
Refer to Section 6.3.2 for a description of stcli.
6.3.1.2 Accessing Utilities from SSH

ShoreTel provides access to several Voicemail Model utilities through a Linux BASH
command line. Voicemail Model switches define two accounts:
Admin: The admin account provides access to selected ShoreTel and Linux utilities,
including all Voicemail Model command line interfaces. ShoreTel recommends that
user log into the Admin account when accessing Linux utilities.
Logging into the Admin account immediately opens the STCLI interface.
Root: The root account provides access to all ShoreTel and Linux utilities. Access to
this account should be restricted because of the potential for creating unintended
switch problems.
Logging into the Root account immediately opens a Linux BASH shell.
Access to the Linux BASH command line through an SSH client. Free SSH clients, such as
PuTTY, are available through the internet.
To access a Linux BASH Shell account:
Step 1 Open a SSH client access panel.

Figure 6-1 displays the PuTTY Configuration panel.
Step 2 Open the command prompt window by performing the following, as shown in
Figure 6-1:
Enter the IP address of the switch in the Host Name field
Enter 22 in the Port field; SSH client communicates on port 22.
Press the Open button.
Step 3 Enter the username of the desired account on the command line, then press Enter.
Figure 6-2 displays a command prompt window where admin is the entered
account.
ShoreTel 11.1 119

Figure 6-1 PuTTY Configuration panel
Figure 6-2 PuTTY Command Prompt window
The command line response depends on the account to which you log into. When
logging into admin, the CLI open STCLI. when logging into the Root account, the CLI
displays a prompt that displays root as the account.
6.3.2 stcli
stcli is a set of command line interface (CLI) that provides commands to backup and
restore voicemail, stop or start services and groups, format and CF cards, among other
operations.
stcli, also known as the ShoreTel Shell, displays and modifies system configuration
parameters. You can implement static or dynamic IP addressing for the switch from stcli.
You can also reboot the switch from stcli. Figure 6-3 displays the stcli prompt. The main
stcli menu appears below the ShoreTel logo.
To open stcli:
Access the Maintenance port, as described in Section 6.3.1.1. If window displays the
Linux prompt, enter stcli on the command line.
Access the SSH and log in as the administrator, as described in Section 6.3.1.2.
Exiting stcli returns the user to the Admin account BASH shell. To close the window, type
Exit on the Linux command line.
The following describes the stcli commands.
120
Figure 6-3 stcli Login and Main Menu
Option 0 – Exit
This command logs out of stcli and returns control to the program from where stcli
was entered.
A user must exit stcli before starting svccli.
Option 1 – Show Version
This command displays the system software version running on the V model switch.
Option 2 – Show System Configuration
This command displays current values for system parameters that are viewable through
stcli, a user enters a 2 at the stcli prompt. Figure 6-4 displays an example of the
parameters. Option 3 – Change System Configuration provides access to editable
parameters.
Figure 6-4 Current System Configuration
Option 3 – Change System Configuration
ShoreTel 11.1 121

The command accesses a list of options for modifying the system configuration. When
option 3 is selected, the cursor displays ShoreTel Config to indicate that subsequent
commands my alter the system configuration. Figure 6-5 displays the system
configuration menu.
The IP addressing mode is selected from this menu. To specify the addressing mode,
select 6 from the ShoreTel Config menu. If static IP addressing is selected, all other
Option 3 parameters must be configured. The static addressing configuration persists
across upgrades.
The configuration file is cleared if the svccli burnflash command is executed.
If DHCP is enabled, the DHCP server must provide the IP address of the network time
protocol (NTP) server.
Figure 6-5 Configurable System Parameters
Pressing 0 from the ShoreTel Config prompt returns the system to the main stcli menu.
When exiting the stcli main menu, the user is prompted to confirm all configuration
changes made in the Option 3 menu.
Option 4 – Reboot
Option 4 reboots the switch. The switch requests a confirmation of the command
before rebooting.
Option 5 – Shutdown
Option 5 performs a graceful shutdown of the switch. This command is accessible only
through the Maintenance port.
Perform this command before removing power from the switch.
Option 6 – Archive logs
Option 6 archives all switch logs and uploads them to the Logs directory in the ftproot
of the Headquarters server.
Option ? – Help
Entering ? lists the main menu items.
6.4 V Model Switch Implementation

For a V model switch, Director supports the following tasks through the listed windows:
Adding a new V model switch to a ShoreGear server, described in Section 6.4.1
122
Configuring voice mail, described in Section 6.4.4

Specifying Linux root and administrator passwords, described in Section 6.4.5
Specifying maximum size and age of log files stored on the CF card, described in
Section 6.6.2
Configuring backup of voice mail and enabling its automatic activation, described in
Section 6.4.6.
Monitoring memory usage on the CF card, described in Section 6.6.3.
6.4.1 Installing a Switch

After physically connecting a V Model Switch into the system, the switch is added to the
system through Director. Switch previously configured through Director appear in status
and configuration panels for both Switches and Application Servers.
Figure 6-6 Adding a ShoreGear 90V V Model Switch
To add and configure a V Model switch to a ShoreTel system.:
Step 1 Select Administration -> Switches from the Director Main Menu
Director displays the Switches panel, as shown in Figure 6-6.
Step 2 Assign the switch to a site from the Add new switch at site drop down menu in the
top left corner of the window.
Step 3 Select the switch model in the of type drop down menu, located right of the Add
new switch at site menu.
In Figure 6-6, a ShoreGear 90V switch is being added.
Step 4 Click the Go located right of the type drop down menu. to open the configuration
window for the new switch. Figure 6-7 and Figure 6-8 display the fields required
for configuring a V model type of switch.
ShoreTel 11.1 123

Step 5 Complete each field according to the plan for this switch and network.
Refer to Section 5.4 on page 92 for instructions on configuring a ShoreGear Voice
Switch.
The switch configuration window for V model switches contains voice mail and backup
options in addition to voice switch options available for other switches. Figure 6-7 shows
the upper half of the panel that configures switch parameters.-related part of the screen.
Figure 6-7 Configuring a New V Model Switch
Figure 6-8 shows the lower half of the panel that configures, voicemail and automatic
backup. Refer to Section 6.4.4 on page 125 for instructions on configuring voice mail. Refer
to Section 6.4.6 on page 128 for instructions on configuring system back-up.
6.4.2 Replacing a Switch

When replacing a V Model switch, you can retain the voicemail contents on a CF card if the
replacement switch is the same model as the original.
To replace a V Model switch and retain the voicemail on the original switch:
Step 1 Remove the original switch from the ShoreTel network.
Step 2 Remove the plate covering the memory slot on the left side of the original switch.
124
Step 3 Remove the CF card from the memory slot.
Step 4 Remove the plate covering the memory slot on the left side of the replacement
switch.
Step 5 Insert the CF card into the memory slot and replace the memory slot cover.
Step 6 Connect the replacement switch into the network.
Step 7 In ShoreWare Director, open the Switches window by selecting Administration ->
Switches.
Step 8 Open the Edit ShoreGear Switch panel by clicking the name of the replaced switch.
Step 9 Enter the MAC address of the new switch in the Ethernet Address field and press
the Save button at the top of the panel.
6.4.3 Upgrading a Switch

Upgrading a switch uploads new switch firmware and server software to the device. Switch
upgrades are necessary when to maintain compatibility with the remainder of the system
when the ShoreTel system is upgraded. V Model switches provide the following upgrade
methods:
Restart and Reboot operations
Restart and reboot options that also upgrades switch software and firmware when a
new version is available in the system. Restart and Reboot are initiated through
Director Switch Maintenance panels.
Upgrading the firmware of a V Model switch located at a remote site requires a minimum
bandwidth of 384 kbps between the V Model switch and the FTP server providing the
firmware upgrade. A remote upgrade may not be possible if the minimum required
bandwidth is not available. The firmware upgrade requires 45 minutes at the minimum
bandwidth; higher bandwidth reduces the upgrade time.
Existing voice switches cannot be upgraded to become a V model switch.
6.4.4 Configuring Voice Mail

Voicemail is configured through one of the following Director panels:
Edit Application Servers, accessed by selecting Administration -> Application Servers,
then selecting the desired V Model Switch.
The V model features in the Application Servers window are the same as on other
platforms except that on a V model switch:
— The V model includes the enable and configuration of automatic daily backup.
— Simplified Message Desk Interface (SMDI) is disabled.
Figure 6-8 displays the Application Servers window for the V Model switch named
HQVMB-50
Edit Switches, accessed by selecting Administration -> Switches, then selecting the
desired V Model switch.
Figure 6-9 displays the Voicemail parameters on the Switches window for the V model
switch named HQVMB-50.
ShoreTel 11.1 125

Figure 6-8 Configuring Voice Mail through Application Servers Window
Figure 6-9 Configuring Voice Mail through the Switches Window
Director paths that open voice mail on the Main and Distributed Servers also access panels
that configure V model switches. For details on voice mail configuration, see Chapter 4.
126
6.4.5 Specifying Root and Administrator Passwords

V Model switches provide access to command line interfaces (CLIs) for diagnostics and
advanced configuration tasks. Other than specifying a fixed IP Address, CLI access is not
required for typical switch operation and maintenance.
ShoreWare provides two default accounts for accessing V Model Switch CLIs:
Admin: This account is used for configuration tasks that require CLI access.
Root: The root account accesses all internal Linux commands.
Important: ShoreTel recommends using the Root command only under direct
supervision of ShoreTel Technical Support personnel. The root admin does not restrict
command scenarios that can render the switch unusable.
Director provides utilities to change the CLI passwords. Modifying the passwords will
prevent unauthorized access to internal switch code.
After introducing the two CLIs, this section describes how to specify the passwords:
To change the Voicemail Switch passwords:
Step 1 Select Administration –> System Parameters –> Other from Director Main Menu.
The “admin” and “root” password fields appear under the ShoreGear Passwords
heading in Figure 6-10.
Figure 6-10 Specifying Voicemail Switch Parameters
Step 2 Enter new passwords in the admin and root data entry fields.
The character range for both passwords is 4 to 26 ASCII characters.
Step 3 Repeat the passwords in the adjacent data entry fields.
ShoreTel 11.1 127

6.4.6 Voicemail Backup

Due to the CF card capacity, daily backup of voice mail and Auto-Attendant data is advised.
When automatic backup is enabled in the ShoreWare Director, it begins immediately after
the server completes its daily house-keeping operation. (The house-keeping utilities are
built-in and remove log files and old voice mails based on the configuration data in the
Director.) In addition:
Automatic Backup stores voicemail, auto attendant data, and switch log files to an FTP
server. After completion of the daily file-system cleanup tasks, the switch begins automatic
backup. A timestamp is appended to the name of files copied to the target server.
Automatic Backup provides a source for the most recent day’s voice mail and other data in
the event of a system failure. It is not intended to be an archive of voice messages or a
source for retrieving deleted voice mail.
Automatic Backup can be configured on the following Director windows:
Edit Application Servers, accessed by selecting Administration -> Application Servers,
then selecting the desired V Model Switch. Refer to Figure 6-8.
Edit Switches, accessed by selecting Administration -> Switches, then selecting the
desired V Model switch. Refer to Figure 6-9.
To configure Automatic Backup in Director:
Step 1 Open the Edit Application Servers or Edit Switches panel for the desired V Model
Switch.
Step 2 Place a mark in the Enable Daily Backup checkbox.
Step 3 Enter the IP address for the FTP server that will receive the backup files in the IP
Address data entry field.
Step 4 Enter the port number of the recipient FTP server in the FTP Port data entry field.
Step 5 Type the user name for the FTP server account that will receive the backup files.
Step 6 Type password required to authenticate access to the FTP server account.
Step 7 Specify the directory on the FTP server that will receive the backup files.
V model switches rely on the ftpsync facility to synchronize its local (or source) directory to
the back-up server (or target) directory. Therefore, the server must support ftpsync as
described in RFC 959. The server must also support the MDTM and SIZE commands. FTP
servers in Win2003 and WIN XP meet these requirements.
6.4.7 Configuring a Target Server for Backup

Backing up V model switch voice mail requires a target FTP server. A ShoreWare Main
Server or a third-party server can function as the recipient of V Model Switch backup files.
This section describes an FTP server configuration, using a Windows server as the
recipient. Detailed instructions on configuring Windows servers are available in the article
How To Set Up Isolated FTP Site at http://support.microsoft.com/kb/555018.) The section
first lists the configuration data entered into Director. The subsequent list shows the
information entered at the server, including configuration data from the V model switch.
In the following summarizes configuration data for the FTP Server entered into the Backup
parameter data entry fields in Director:
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Figure 6-11 Voice Mail and Backup Configuration
Enable Daily Backup (check mark in box)

FTP Server: 10.1.1.42
FTP Port: 5555
FTP User: backup-10.1.3.93
FTP Password: backup
FTP Directory: Backup-10.1.3.93
The following summarizes Switch information entered in FTP Server configuration fields:
The IP address of the V model switch is 10.1.3.93.
The IP address of the FTP server is 10.1.1.42, and the port number is 5555.
The local path to specify in the FTP site directory is C:/ShoreTelBackup.
FTP user isolation is specified.
The V model switch user-name sent to the FTP server is “Backup-10.1.3.93;” the user-
password is “backup.”
When this configuration data is provided to the FTP server, the following path is created:
C:\ShoreTelBackup\LocalUser\Backup-10.1.3.93
On the server, perform the following:
Step 1 Using the Win2003 Computer Management dialog, add a new FTP site
In Figure 6-12, an FTP site named “ShoreTelBackup” is added.
Step 2 For the new server, specify the IP address and port number
In Figure 6-13, the IP address is 10.1.1.42. and port is 5555.
Step 3 In the ShoreTel Backup Properties panel, specify the local path
In Figure 6-14, the local path is C:\ShoreTelBackup.
Step 4 In the FTP Site Creation Wizard, specify that the user is isolated.
ShoreTel 11.1 129

Figure 6-12 The New Target Server is Identified
Figure 6-13 Specify IP Address and Port Number for “ShoreTelBackup
Figure 6-14 Specifying the Local Path for the Backed-up Data
Figure 6-15 displays a properly configured Site Creation Wizard.
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Figure 6-15 Isolating the User (Directory)
Step 5 Enter a name and description of the FTP server in the General panel, as shown in
Figure 6-16.
Figure 6-16 Specifying the and Password Details
Step 6 Enable the following options:

User cannot change password
Password never expires.
Step 7 Verify the resultant path of the configured server, as shown in Figure 6-17.
6.5 Booting and Restarting

6.5.1 Description
Rebooting and restarting V model switches have different scopes.
Rebooting a V model switch also reboots the Linux kernel and everything that a kernel
reboot entails.
A reboot takes much longer than a restart.
Restarting a V model switch only the reboots the ShoreGear application layer.
ShoreTel 11.1 131

Figure 6-17 After Configuring the FTP Server is Finished
On ShoreGear switches running on VxWorks, rebooting and restarting are identical.

Under certain conditions, initiating a restart will reboot the switch. One example is when a
switch upgrade is available.
When a ShoreGear voice switch boots, it requires an IP address to connect to the network
and an application program. ShoreGear voice switches are set to use a DHCP server for an
IP address and to retrieve the application from the switch’s flash memory.
If a DHCP request receives no response, the switch tries a BootP request as a backup.
ShoreTel recommends using static IP parameters configured via the serial port, as this is
much more reliable. When using DHCP, ShoreTel recommends using DHCP reservations
for each switch to ensure that DHCP leases are not lost.
If a DHCP server is not available, you can set the IP address manually from the switch’s
maintenance port from STCLI.
If the switch fails to load the application from flash and does not have the IP address of the
ShoreWare server, you can set the IP address and boot parameters by connecting to the
maintenance port and using the configuration menu. The configuration menu allows you
to set the IP address of the switch and enter the ShoreWare server (boot host) IP address.
A V model switch can be brought up by a regular (flash memory-sourced) boot or by a
software upgrade boot.
6.5.2 Specifying a Static IP Address

V Model switches normally use DHCP to dynamically set the device IP address and specify
the addresses of the servers to which it communicates. Switches are set into fixed address
mode through CLI instructions.
The following procedure places the V Model switch into fixed address mode:
Step 1 Access the stcli command line interface, as described in Section 6.3.2 on page 120.
Step 2 Enter “3” on the command line to select Change System Configuration.
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The stcli window displays the Change System Configuration options.
Step 3 Enter “6” on the command line to select Enable/Disable DHCP.

The stcli window displays the DHCP options.
Step 4 Enter “0” on the command line to select Manual Configuration.
Step 5 Change the network parameters as required to support the fixed address from the
Change System Configuration entry line.
Step 6 After completing changes to the configuration, type Exit to close the stcli.
Step 7 Reboot the switch.
6.5.3 Specifying a Time Source

ShoreWare servers maintain an internal time of day clock, which is initialized by input
received at boot time from an NTP server. ShoreWare servers use the time of day clock to
mark voicemail and track other transactions.
V model switches do not begin server operations until after they receive an initial time of
day input. If the time is not available from a designated source at boot time, the V Model
switch supports all switch operations and will periodically poll for the time of day setting.
After receiving the a time of day setting, the V model switch begins server operations.
The NTP server can be specified through DHCP or as a static address. If no address is
specified, the V Model switch polls NTP servers at addresses specified by an internal
configuration list. The internal configuration list includes the HQ Server and Internet
based NTP servers.
If an IP address is listed that does not point at an NTP server, the V Model switch will
not begin server processes until the address is corrected.
If the IP address points at a server that is not available, the V Model switch periodically
polls the IP address for the NTP server. When the server becomes available, the V
Model switch begins performing server operations after it polls the server and receives
the time of day setting.
After the server becomes available, rebooting the V model switch may be faster than
waiting for it to poll the NTP server.
6.5.4 Reboot Methods

6.5.4.1 Flash Boot
The standard method for booting a ShoreGear voice switch is to boot from the switch’s
flash memory. When a ShoreGear switch is first powered on, it reads the boot parameters
stored on the non volatile memory, which instructs the switch to load software from flash
memory. When the software starts, it loads its configuration, which is also stored in flash
memory.
6.5.4.2 Default Button

The Default Button is the small “paperclip” button on the left side of the switch. Pressing
this button replaces the two configuration files with their default variants. The Compact
Flash is not affected.
ShoreTel 11.1 133

Pressing this button and holding for 10 seconds, in addition to replacing the configuration
files, removes all files from the Compact Flash.
6.5.4.3 FTP Boot

Booting from FTP is available when you cannot boot the switch from internal memory.
When booting a switch from FTP, the operating system and software are loaded from the
FTP site identified in the boot parameters. The loaded files define a default configuration.
Voicemail services on the switch are disabled after booting from FTP and are restarted only
by booting from Flash. After an FTP boot, the switch can perform telephony functions as
those available through other ShoreGear switches. V model switches started with an FTP
boot can operate only as a voice switch – (controlling phones, trunks, and call routing.
FTP boot is typically used for troubleshooting and also supports maintenance tasks and the
backup and restore facilities.FTP boot supports certain maintenance functions, such as an
emergency boot if the flash becomes damaged.
6.6 Monitoring a Voicemail Model Switch

6.6.1 Monitoring Switch Functions
Quick Look, which is available from ShoreWare Director, gives the system administrator an
overview of the ShoreTel system status. It includes information about each site and the
corresponding switches, ports, servers, and service. This is the first place you should look
to determine the status of the system.
6.6.2 Log File Size and Age

The Other Parameters window under Administration –> System Parameters contains fields
that show the maximum size and age of log files. These values must be set on a server, not
in the V model Director’s switch area. Figure 6-10 shows the default values for a V model
switch (250 Mbytes and 3 days). In the current release, these log file values cannot be set
here, only displayed.
Due to the constraints on CF memory space, log files should not be allowed to consume
unnecessary amounts of memory, so after the V model switch has been added, change these
values from a server.
6.6.2.1 Event Logs

The ShoreTel system uses the Windows Event Log, viewed using the Event Viewer, to
report information and errors that are of interest to system administrators. You can use the
event logs in conjunction with Quick Look to determine the overall health of the system.
You can also use the event log to gather information about an event that is no longer a
problem. For example, the event log may provide information about an overnight T1
outage that was corrected is no longer evident.
Each system task reports when it starts and stops. These messages can be helpful in
determining whether the system has started correctly. Events, such as switches losing
connection to the server or rebooting, are also reported.
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6.6.2.2 System Logs

The ShoreTel system stores a number of engineering-level log files that record transaction
information about every event in the ShoreTel system. The logs are used to help ShoreTel
with debugging problems that may arise during system operation. In most cases, these logs
are difficult to interpret and will require the assistance of ShoreTel Customer Support to
understand.
6.6.3 Monitoring CF Memory Usage

A V model switch provides CF usage data to the ShoreWare Director and a CLI command.
If the CF card becomes full, it cannot accept new voice mail. This section describes four
Director windows that provide different views of memory usage on a CF card. Certain
Director windows variously show the CF’s used space, free space, percent of usage, and
color-coded alerts. Also, the administrator can create an event filter to send notification of
high memory usage.
Typical CF capacities are 1 Gbyte, 2 Gbytes, and 4 Gbytes, although the V model switch is
designed to support much larger capacities. The proper planning of voice mail usage and
aging can help prevent excessive buildup of voice mail on the CF card.
In the first of the windows that follow (Figure 6-18), a new column at the far right of the
Maintenance - Quick Look shows the percent of disk usage for all servers. For a V model
switch, this disk usage refers to the CF card. An administrator can immediately see how full
the CF card is, but this screen does not provide the colored alarm indicator or the amounts
of free and used space for the switch.
Figure 6-18 Percent of Disk Usage in the Quick Look Window
In Quick Look, an administrator can select a particular V model switch and see the
configuration and usage numbers for individual voice mailboxes (Figure 6-19). In Quick
Look, the colored alerts are yellow (1–10 messages left) and red (for mailbox is full). In
other windows, these colors can mean other thresholds.
For the amounts of free and used disk space in Mbytes and any alerts, the administrator can
go to the Voice Mail Servers Maintenance - Summary window. This window (Figure 6-20)
shows the amount of free and used space in Mbytes for each voice mail server. For memory
usage warnings, an alarm indicator appears in the Free Space (MB) column next a specific
switch’s value. In Figure 6-20, the small circle next to the HQVMB-50V Free Space value is
a yellow alert. The legend at the bottom of the screen shows that yellow means CF free
space is at 25-50% of capacity. Red means free space is at or below 25% of capacity.
The next degree of more granularity is information for each user. In Figure 6-21, the screen
for voice mail server HQVMB-50V shows the current number of Kbytes of voice mail for
each user and the configuration details for each user. The alerts in this window are yellow
for 1–10 messages left and red for mailbox full.
ShoreTel 11.1 135

Figure 6-19 Specific Voice Mail Availability through the Quick Look Window
Figure 6-20 Disk Usage for Each Server in Voice Mail Servers Maintenance
ShoreWare Director displays the CF memory usage as a disk usage value.
136
Figure 6-21 CF Card Usage per User on HQVMB-50V
ShoreTel 11.1 137

138
Chapter 7: Configuring Trunks ShoreTel Administration Guide
C H A P T E R 7
Configuring Trunks
This chapter provides instructions for configuring trunk groups and trunks from
ShoreWare Director.
The sections included in this chapter are:
Overview
Trunks
Individual Trunks
The expanded Trunks link in the navigation frame is shown in Figure 7-1.
7.1 Overview
Before you begin, you should understand the different trunk types and trunk features that
are supported on the ShoreTel system.
A very thorough description of the types of trunks and their associated features is
included in the ShoreTel Planning and Installation Guide, Chapter 5, “Trunk Planning
and Ordering.”
A detailed description of how the dialing plan, network call routing, and digit
manipulation operates is included in the ShoreTel Planning and Installation Guide,
Chapter 6, “Dialing Plan and Network Call Routing.”
For more information about the features supported outside the U.S. and Canada, refer to
the ShoreTel Planning and Installation Guide, Appendix A, “International Planning and
Installation.”
For an overview of the various Trunk Types and Trunk Features, please refer to the “Trunk
Planning and Ordering” chapter in the ShoreTel Planning and Installation Guide.
7.2 Setting Up Trunks

Click Trunk Groups under the Trunks link in the navigation frame to invoke the Trunk
Groups list page, as shown in Figure 7-1.
Figure 7-1 Trunk Groups List Page
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ShoreTel Administration Guide Chapter 7: Configuring Trunks
The columns in the Trunk Groups list page follow:

Name: This is the name of an existing trunk group. Clicking a name invokes the Trunk
Group edit page, where you can edit the trunk group configuration.
Type: This is the type of trunk group.
Site: This is the site of the trunk group. Note that a trunk group cannot span sites. For
information about configuring sites, refer to Chapter 3, starting on page 67.
Trunks: This is the number of trunks in the trunk group.
DID: This column shows whether the trunk supports DID. The trunk group supports
at least one of the following:
— DID
— DNIS
— Extension
Destination: This is the destination where incoming calls are routed. This may be the
auto-attendant, the operator, or an individual user’s extension. According to the
options you have set, incoming calls are routed, in the order they are listed, to:
— DNIS
— DID
— Extension
— Destination
Destination is always available as the last choice for routing.
Access Code: This displays the access code for the trunk group.
7.2.1 Add or Edit a Trunk Group

To add a new trunk group, on the Trunk Groups list page, specify a site from the Add new
Trunk Group at site drop-down list, select a trunk group type from the of type drop-down
list, and click Go. To edit an existing trunk group, click a trunk group from the list of trunk
groups in the Name column on the Trunk Groups list page.
When you add a new trunk group or click the name of an existing trunk group from the
Trunk Groups list page, the appropriate Trunk Group edit page appears. Figure 7-2 shows
the T1 PRI Trunk Group edit page, which is a superset of all the other Trunk Group edit
pages except the E1 Trunk Group edit page and the SIP Trunk Group edit page.
The parameters are defined as follows:
Name: This is the name of the new or existing trunk group.
Site: The Name of the site of the trunk group is displayed.
Language: Select the language for the trunk group from the drop-down list.
Teleworkers: This parameter only appears when editing SIP trunk groups.
When this check box is enabled, third-party SIP devices will use the public network for
transmitting audio on intersite calls, while the signaling will use intersite bandwidth. If
not selected, the call audio will use intersite bandwidth.
Enable SIP Info for G.711 DTMF Signaling: This parameter only appears when editing
SIP trunk groups.
Profile: Select the desired SIP Trunk Profile. Refer to Section 18.1.4 on page 433 for
more information.
140
Figure 7-2 Trunk Group Edit Panel
ShoreTel 11.1 141

Enable this check box when using third-party SIP devices that do not support DTMF
negotiation via RFC 2833. If the device does not support RFC 2833 and this check box
is not enabled, DTMF negotiation will fail.
Enable Digest Authentication: This parameter only appears when editing SIP trunk
groups.
Enable this check box when using dynamic SIP trunks to provide enhanced security via
User ID and Password authentication.
— User ID—This is the user ID associated with the third-party SIP device.
— Password—This is the password associated with the third-party SIP device.
Inbound Settings
The Inbound settings let you route inbound calls to a single destination, or route calls to a
specific destination using DID and DNIS digits.
Number of Digits from the CO: This specifies the maximum number of digits expected
from the central office (for User PRI configured trunks).Digit collection terminates
when the maximum number of digits are received, when the digit collection time-out is
reached, or when an exact match is found.
Network PRI trunks connected to legacy PBXs collect digits from the legacy PBX side.
When the ShoreTel system detects a trunk access code, it ignores the Number of Digits
from the CO parameter and routes the call according to the dialing plan.
DNIS: When DNIS is checked, click Edit DNIS Map to add or delete entries in the
DNIS Map.
DID: When DID is checked, click Edit DID Range to add or edit the DID Range as well
as view the DID Digit Map.
Extension: If you check this option, calls will route directly to the extension based on
the digits received from the central office without any additional configuration. This is
very useful when configuring a tie trunk connected to a legacy PBX. Note that the
extension length must match the number of digits from the CO.
— Translation Table—When using the On-Net Dialing feature, this parameter allows
you to specify a digit translation table that is used to strip one or more digits from
calls between two systems with extensions of different lengths.
— Prepend Dial In Prefix—When using the On-Net Dialing feature, this parameter
allows you to add one or more digits to calls between two systems with extensions
of different lengths.
— Use Site Extension Prefix—When using the On-Net Dialing feature, this parameter
allows you to specify a site extension prefix that will be added to calls from a
system that does not have a prefix to another system that does have a prefix.
Tandem Trunking: Tandem trunking allows legacy voice systems to utilize a ShoreTel
system for outbound dialing. The ShoreTel system supports network-side PRI, allowing
ShoreTel systems to flexibly support digital tie trunks to other systems.
— User Group—Tandem calls are associated with a user group for outbound trunk
selection. Inbound calls that are recognized as tandem calls are then redirected to
an outbound trunk based on the call permissions and trunk group access
associated with the user group set in Director.
— Prepend Dial In Prefix—When needed, you can specify a “dial in prefix” which is
pre-pended to digits collected on tandem calls. The concatenated set of digits is
then be used in outbound trunk selection for the tandem call.
142
Destination: You must enter a destination. All inbound calls are routed to a specific
extension (user, workgroup, route point) or to a specific menu. If you selected other
destination options, this is the last choice destination.
Inbound calls first try to match a DNIS entry, then a DID entry, followed by an
Extension entry, and finally Tandem Trunking. If no match is found, the inbound call
will be routed to the destination you set. If you create a trunk group, the destination
will be the default auto-attendant.
An individual trunk group cannot have the overlapping DID or DNIS numbers
(received digits).
Users, Menus, Workgroups, and Route Points can have one DID number but multiple
DNIS entries.
Outbound Settings
Network Call Routing: When enabled using the Outbound check box, this lets you
configure the following trunk group Network Call Routing options:
— Access Code—Enter the appropriate trunk access code for this trunk group. This is
typically “9” in the U.S. and Canada.
— Local Area Code—Enter the local area code for this trunk group. This area code is
used for Network Call Routing as well as Digit Manipulation.
— Additional Local Area Codes—Click Edit to enter any additional area codes that are
typically associated with overlay area codes. These additional local area codes are
used for Network Call Routing as well as Digit Manipulation.
— Nearby Area Codes—Click Edit to enter area codes that are considered nearby, or
“free”, for this trunk group. The nearby area codes are used for Network Call
Routing.
— Billing Telephone Number (BTN)—Customer’s Billing Telephone Number
associated with their account.
Trunk Services: This parameter lets you configure the trunk group for the outbound
services described below. Unless specified, if an option is not enabled, the trunk group
does not provide that service.
— Local—Select this check box to enable local calls.
— Long Distance—Select this check box to enable long-distance calls.
— National Mobile (not shown)— This check box only appears for PRI trunks in
countries with “caller pays” billing plans (e.g. Ireland). Select this check box to
allow users to call mobile numbers. Clear the checkbox if you do not want to incur
the associated costs of allowing users to call mobile phones in “caller pays”
environments.
— International—Select this check box to enable international calls.
— Enable Original Called Information—This check box required by some carriers
when an incoming call is forwarded under the following conditions: Call Forward
(Always, No Answer), Personal Call Handling, Find-Me, Extension Reassignment,
Backup Destination (Hunt Groups, Work Groups and Bridged Call Appearance).
When active it will replace a forwarded call’s original caller ID (the original
external caller) with a known caller id (the BTN/CESID or Base DID number for a
trunk group).
ShoreTel 11.1 143

This feature continues the displaying the original caller’s Caller ID to the
destination number, the original caller ID is placed into the RNIE of the ISDN or
SIP call.
— n11 (e.g., 411 or 611, but not 911, which is specified below)—Select this check box
to enable telephone service calls, such as directory assistance.
— 911—Select this check box to enable emergency 911 calls.
You must have at least one trunk group per site that allows 911 calls.
— Easy Recognizable Codes (ERC) (e.g., 800, 888, 900)—Click this check box to
enable services such as toll-free dialing.
— Explicit Carrier Selection (e.g., 1010xxx)—Click this check box to enable dialing
special numbers that let the caller select a long-distance carrier.
— Operator Assisted (e.g., 0+)—Click this check box to enable the trunk group to dial
the operator.
— Caller ID not blocked by default—Click this check box to pass Caller ID
information by default on outbound calls. To block all calls, clear this option. Note
that in the United States, the user can override this option with Vertical Service
Codes.
Trunk Digit Manipulation: This parameter lets you control how the trunk group
manipulates the telephone number before outpulsing the digits to the central office.
All North American numbers are converted into 1+10-digit format internally before
being passed to the trunk group for digit manipulation.
— Remove leading 1 from 1+10D—Click this check box to drop the leading “1”.
Dialing only ten digits is required by some long-distance service providers.
— Remove leading 1 for Local Area Codes (for all prefixes unless a specific local prefix
list is provided below)—Click this check box to drop the leading “1” for the local
area codes (Local and Additional Local). Dialing only ten digits for local area codes,
particularly with overlay area codes, is required by some local service providers. If a
local prefix list provided, the leading “1” is removed for the all entries in the list.
— Dial 7 digits for Local Area Code (for all prefixes unless a specific local prefix list is
provided below)—Click this check box to enable the trunk to dial local numbers in
the local area code with seven digits. This is required by some local service
providers.
If a local prefix list provided, seven digits are dialed for all entries in the list (Local
Area Code only, not Additional Local Area Codes).
Local Prefixes: Click the Go to Local Prefixes List link to view, add, and edit the local
prefixes for your sites. When you are using a local prefix list, all prefixes not listed are
considered “long distance” and calls to these numbers require a long distance trunk
service.
You can import local prefixes from a CSV file. For more information, see Section 7.2.2.
Prepend this Dial Out Prefix: Select a prefix from the drop-down list. It will be pre-
pended to the dial-out string resulting from the other rules. A dial-out prefix is
typically required when connecting to, and leveraging the trunks on, a legacy PBX.
The Dial Out Prefix is not applied to Off-System Extension calls.
Off-System Extensions: Click Edit to add or edit any ranges of extensions that can be
accessed through this trunk group. This is typically used when setting up a tie trunk to
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a legacy PBX and configuring coordinated extension dialing. See also Section 13.3.1 on
page 371.
The Dial Out Prefix and Digit Manipulation rules are not applied to Off-System
Extensions.
Translation Table: Specify the digit translation table that is used to strip one or more
digits from calls between two systems with extensions of different lengths.
ShoreTel does not apply inbound digit treatment to digit strings beginning with a trunk
access code (such as 9) as would occur in tie trunk configurations. Digit strings
beginning with a trunk access code are routed according to the dial plan.
A user group named Account Codes Service is created for use by the Account Codes
Service. It is not available for assignment to users but it may be edited.
7.2.2 Importing Local Prefixes

You can import or export local prefixes in CSV format. Local prefix lists can be purchased
or obtained free from various web sites.
To import local prefixes from a CSV file:
Step 1 Click Go to Local Prefixes List in the Trunk Groups panel. If no local prefix lists are
defined, the Local Prefixes edit panel appears as shown in Figure 7-3.
Figure 7-3 Local Prefixes Edit Page
If a local prefix list already exists, the Local Prefix list page appears as shown in
Figure 7-4. Click Add New List.
Figure 7-4 Local Prefixes List Page
Step 2 Click Import. The Local Prefixes Import dialog box appears as shown in Figure 7-5
Step 3 Enter the path and name of the file you want to import or click Browse to search for
the file.
ShoreTel 11.1 145

Figure 7-5 Local Prefixes Import Dialog Box
Step 4 Click Upload. The Local Prefixes edit page appears as shown below.
Figure 7-6 Local Prefixes Edit Page, Populated
Step 5 Edit the list as needed. You can re-name the list and add, edit, or remove prefixes.
Step 6 Click Save. The list you created is now available from the Local Prefix drop-down
list.
To export a prefix list:
Step 1 Click Go to Local Prefixes List from the Trunk edit page. If a local prefix lists
already exist, the Local Prefix list page appears as shown in Figure 7-4.
Step 2 Click the list you want to export. The Local Prefixes edit page appears as shown in
Figure 7-3.
Step 3 Click Export. Your web browser opens the file in a new window. Select File -> Save
As and save the web page as a TXT file (see Figure 7-7).
Step 4 Click Save.
7.2.3 DID Ranges

Direct Inward Dialing (DID) is a feature offered by telephone companies for use with their
customers' PBX systems, where the telephone company allocates a range of numbers to a
customer's PBX. As calls are presented to the PBX, the number that the caller dialed is also
given, allowing the PBX can route the call to the desired party.
A DID range is a list of consecutive DID numbers assigned to a Trunk Group. Ranges
assigned to a trunk group cannot overlap. A DID number can be assigned to multiple trunk
groups.
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Figure 7-7 Saving the CSV File
Available DID numbers are DID numbers within a range that are not assigned to a user or
entity within the context of that range. DID number availability within a range does not
consider DNIS assignments. Numbers assigned as a DNIS number are still enumerated as
available within a DID range; attempts to assign these DID numbers will be unsuccessful.
DID assignment field and range indication fields are listed on the User, Workgroup, Route
Point, Menu, Hunt Group, and Bridged Call Appearance panels.
7.2.3.1 Creating a DID Range

To set a DID range, click Edit DID Range from the appropriate Edit Trunk Group page to
invoke the DID Range page (Figure 7-8).
For each block of DID numbers, enter the base phone number and the number of phone
numbers supplied by that block in the appropriate fields, and click Add this record. When
finished, click Save. You can configure multiple ranges per trunk group.
To view the currently configured DID Digit Map (Figure 7-9), click View DID Digit Map.
From here, you can view pertinent information about each DID number in the ShoreTel
system.
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Figure 7-8 DID Range Page
Figure 7-9 DID Digit Map
7.2.3.2 Assigning DID Numbers from a Range

DID assignment sections on Director panels consist of two parameters: DID Range and DID
Number. Figure 7-10 displays these parameters on the Edit User panel. Other affected
panels are constructed similarly.
Figure 7-10 DID Parameters on Edit User panel
The DID Range parameter displays the complete base phone number and trunk group
name.
— To authorize the user to use a DID number, select the checkbox located left of the
DID Range text.
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— Access the drop-down menu to specify the DID Range from which the entity’s DID
number will be selected. Each DID Range corresponds to a trunk group and lists
the number of available numbers, as shown in Figure 7-11.
Figure 7-11 DID Range parameter – drop-down menu
A link to the System Directory panel is located right of the DID Range data entry field.
Administrators can assign a DID number by viewing the System Directory panel to find
an available DID number, then selecting the number from the drop-down list.
Unassigned numbers within a DID range may not be available if the number is assigned
as a DNIS in the same trunk group.
The DID Number parameter assigns the specified DID number to the entity. The prefix
located left of the data entry field and the range located right of the data entry field are
based on the selected DID Range.
7.2.4 Edit DNIS Digit Map

To edit the DNIS Digit Map, click Edit DNIS Map from the appropriate Trunk Group edit
page to invoke the DNIS Digit Map edit page (Figure 7-12).
Figure 7-12 DNIS Digit Map Edit Page
For each DNIS entry, enter the digits you expect from the service provider when this
number is dialed in the Received Digits field. Then, type a meaningful name into the Dialed
Number field. This can be a mix of digits and alphabetic characters. This friendly
description will be presented in the Personal Communicator and CDR Reports.
ShoreTel 11.1 149

Select a Destination extension using the Search button and then click Add this record.
Figure 7-13 Selecting a Destination
You can also select an off-system extension to which calls will be routed. First select an
extension range and then enter the extension in the text box.
When finished, click Save.
7.2.5 Additional Local Area Codes

To configure additional local area codes, click the associated button on the Trunk Group
edit page (Figure 7-2). The Addition Local Area Codes dialog box appears (Figure 7-13).
Figure 7-14 Additional Local Area Codes Dialog
Click New to add a new additional local area code and Remove to delete one.
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7.2.6 Nearby Area Codes

To configure nearby area codes, click the associated button on the Trunk Group edit page
(see Figure 7-2). The Nearby Area Codes dialog box appears (see Figure 7-15).
Figure 7-15 Nearby Area Codes Dialog
Click New to add a nearby area code and Remove to delete one.
7.2.7 Prefix Exceptions

To configure the local prefixes list, click the link Go to Local Prefixes List located near the
bottom of the Trunk Group edit page (see Figure 7-2). The Local Prefixes dialog box is
presented.
If you click Delete, changes take place immediately.
To configure local prefixes, click add new list or an existing list to bring up the Local
Prefixes dialog box (see Figure 7-16).
Figure 7-16 Local Prefixes Dialog Box
ShoreTel 11.1 151

Changes take place when you click OK within the Local Prefixes dialog.
7.2.8 Off-System Extensions

If you are using off-system extensions, you can list them by clicking the Edit button on the
Trunk Group edit page. Off-system extensions are typically used when setting up a tie
trunk to a legacy PBX and configuring coordinated extension dialing. Also refer to Section
13.3.1 on page 371. Figure 7-17 shows the dialog boxes used to define ranges of
extensions.
Figure 7-17 Configuring Off-System Extensions
7.2.9 Tandem Trunking

Tandem trunking treats digits on an incoming trunk call as a PSTN number. Received digits
are tested against DNIS, DID, Extension, and Tandem Trunking, in that order. When
Tandem Trunking is enabled, the number of digits from the CO may have no effect if the
first digit(s) matches a Trunk Access Code. To define trunk access and call permissions,
associate a user group with the tandem trunk group.
Any Dial In Prefix is pre-pended to each set of inbound digits. You can use DNIS/DID/
Extension matching with a Dial In Prefix.
When using NI-2 signaling on PRI trunks—for example in a tie trunk scenario—Caller ID
name is also captured, when available, on all inbound calls. For outbound calls, the Caller
ID name is delivered for calls that are made to off-system extensions, but not generally for
all outbound calls.
Tandem calls are reported in the Trunk Detail and Trunk Summary reports, with incoming
and outgoing legs reported according to the reports’ formats.
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7.2.10 Centrex Flash

Centrex Flash can be programmed on one of the custom buttons, allowing users to transfer
the call to another number. When the custom button is pressed, a flash is generated on the
current call, dial tone is presented by the central office (CO), and the user can dial any
PSTN number. When ring-back is heard, the handset can be hung up to complete the
transfer.
Note that the user will be connected directly to the central office, so there will be no access
code required, no permissions checking, no account code support, and no CDR logging of
the second call.
Centrex Flash is useful in branch offices or small office environments with a limited
number of analog Centrex lines. If an external caller needs to be transferred to an external
number, the two trunks will be cleared, instead of quickly busying out the trunks after a
few transfers. In this manner, the feature reduces the number of physical trunks needed to
transfer calls, since no trunks are in use after the transfer is completed.
Centrex transfer is supported only on analog loop-start trunks. If the call is not on an
analog loop-start trunk, the operation will have no effect. The trunk on which the call
exists must be configured on one of the following switches:
ShoreGear 40/8
ShoreGear 60/12
ShoreGear 120/24
ShoreGear-E1
ShoreGear-T1
The feature replaces a trunk-to-trunk transfer in which two trunks are tied up for the
duration of the call. The current call must be connected and also must be a two-party call.
For information on configuring Centrex Flash, please see Section 8.4.4 on page 175.
7.2.11 Pause in Dialing – Trunk Access

The Pause in Dialing – Trunk Access feature allows the insertion of commas (,) into a trunk
group’s Prepend Dial Out prefix to specify one-second pause periods during the
transmission of pulse digits. Pause periods are permitted in the following trunk group types
that send digits as pulses:
Analog Loop Start
Digital Loop Start
Digital Wink Start
Example: Assume the prepend dial out prefix of an analog trunk group is “9,,”. When a
user dials “914085551111”, the following pulse-digit sequence is transmitted on the trunk:
“9<silence for two seconds>14085551111”.
Commas are permitted anywhere within the Prepend Dial Out Prefix.
Feature restrictions include:
The pause cannot be used to insert account codes.
Commas in Communicator dial strings are ignored,.
Commas in dial strings sent by other TAPI applications are ignored.
To enter a dial pause for a specific trunk group, perform the following:
Step 1 Open the Trunk Groups List window by selecting Administration -> Trunks ->
Trunk Groups from the Director Main Menu.
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Step 2 Open the Trunk Groups Edit panel, as shown in Figure 7-18, for the desired trunk
group by clicking the name of that trunk group.
You can also open this panel by creating a trunk group.
Figure 7-18 Modifying the Prepend Dial Out Prefix setting
Step 3 Enter the code in the Prepend Dial Out Prefix data entry field located near the
bottom of the panel.
Step 4 Press the Save button at the top of the panel.
7.3 Individual Trunks

This section explains how to configure individual trunks once you have created the
associated trunk groups as described in Section 7.2.
To invoke the Trunks by Group page, click Trunks from the navigation frame, and then
click Individual Trunks. The Trunks by Group page appears, as shown in
Figure 7-19.
Figure 7-19 Trunks by Group Page
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To select a trunk group, select a site from the Add new trunk at site drop-down list, then
select a trunk group from the In trunk group drop-down list, and click Go. The trunks
belonging to the selected trunk group appear. The columns in the Trunks by Group page
are as follows:
Name: This is the name of an individual trunk in the group. Click an entry in the Name
column to invoke the Trunks edit page to edit the individual trunk’s parameters.
Group: This is the trunk group name. Click a group name to invoke the Trunk Group
edit page and edit the trunk group’s parameters.
Type: This ID can range from 1 - 6 and corresponds to the trunk type (e.g. analog DID,
analog loop start, SIP, etc.)
Site: This is the location of the trunk and can be the Headquarters location or one of
the remote locations.
Switch: This is the IP host name of the ShoreGear voice switch to which the individual
trunk is connected.
Port/Channel: This is the port number or channel to which the individual trunk is
connected.
SIP IP Address: This IP address only applies to SIP trunks and corresponds to the SIP
end point device.
7.3.1 Add or Edit a Trunk

Whether you choose to add a new trunk or edit an existing trunk, the Trunks edit page
shown in Figure 7-20 appears.
Figure 7-20 Trunks Edit Page
7.3.1.1 Non SIP Trunk Parameters

The parameters on the Trunks edit page (for non-SIP trunk types) are as follows:
Site: This is the name of the site at which the trunk and trunk group are located.
Trunk Group: This is the name of the trunk group to which the trunk group belongs.
You cannot change the name of the trunk group on this page.
Name: This text-entry field lets you enter the name of the individual trunk.
Switch Channel: This drop-down list selects the channel to which this trunk connects.
Jack #: This is the patch-panel jack number that is associated with the trunk’s switch
port. This is an optional parameter.
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Figure 7-21 SIP Trunks Edit Page
7.3.1.2 SIP Trunk Parameters

The parameters on the Trunks edit page (for SIP trunks) are as follows:
Site: This is the name of the site at which the trunk and trunk group are located.
Trunk Group: This is the name of the trunk group to which the trunk group belongs.
You cannot change the name of the trunk group on this page.
Name: This text-entry field lets you enter the name of the individual trunk.
Switch: This drop-down list lets you select the switch to which this trunk is connected.
SIP Trunk Type: Use the radio button to assign a static IP address or have one
dynamically assigned.
Number of Trunks (1 - 120): This is the number of trunks in the trunk group. This
field only appears when a SIP trunk is first created. When the SIP trunk is subsequently
modified, this field does not appear.
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Chapter 8: Configuring IP Phones ShoreTel Administration Guide
C H A P T E R 8
Configuring IP Phones
This chapter explains how to:

Set IP address ranges
Set IP phone options
Add an IP phone password
Assign configuration switches to support the IP phones
Add IP phone users to the system
Select a user group for unassigned IP phones
Manage the IP phones
Configure phones to use VPN
Make Conference Calls
8.1 Overview
ShoreTel supports IP phones connected through ShoreGear voice switches. Before you can
add IP phone users through ShoreWare Director, you must first:
Set the boot parameters in the individual IP phones if you are using static IP addresses.
For more information, see your ShoreTel Planning and Installation Guide.
Add and configure all ShoreGear voice switches that will be supporting IP phones. For
information on allocating switch ports to IP phone support, see Chapter 5, starting on
page 89.
For more information on these steps, see the instructions given in the ShoreTel Planning
and Installation Guide. When you have completed the installation process, the ShoreTel
system automatically detects IP phones connected to the network.
Click the IP Phones link in the navigation frame to expand and display additional links, as
shown in Figure 8-1.
8.2 System Settings – IP Phones

8.2.1 Setting IP Address Ranges
If your system consists of more than one site (Headquarters), you must define an IP address
range for IP phones at each site in the system. Setting ranges for each site ensures that new
phones added to the system are associated with the correct site.
ShoreTel Converged Conferencing uses IP phone ports to support conference call ports.
Include the capacity of any ShoreTel Converged Conference Bridges in your IP address
range calculations.
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ShoreTel Administration Guide Chapter 8: Configuring IP Phones
You can review all the IP phones in the system from the IP Phone List page (see Section
8.3.1 on page 167). You can also view IP phones by the switch supporting them from the IP
Phone Maintenance page. For more information, see Chapter 19, starting on page 453.
8.2.2 IP Phone Address Map

To view the IP address range for each site, expand the IP Phones link and click IP Phones
Address Map. The IP Address Map List page, shown in Figure 8-2, appears. The page lists
the sites and associated IP address ranges.
Figure 8-1 IP Address Map List Page
8.2.2.1 IP Phone Address Range Management

To add a new range of IP phones, click New and enter the information in the IP Phone
Address Map Info edit page (see Figure 8-2). To delete a range from the list, click the check
box to the left of the site and click Delete.
8.2.2.2 Adding Teleworking IP Phones

Improved support for teleworking IP phones does not require a dedicated site and
ShoreGear switch for the best codec selection and correct bandwidth management. IP
phones that fall into the IP address ranges for any teleworking IP phones operate just as
other IP phones with a few differences:
The inter-site voice codec will be used for all calls to and from teleworking IP phones.
For bandwidth management purposes, the teleworking IP phone is not associated with
any site and calls to and from that phone will not deduct from the available bandwidth
of the call agent switch for that phone.
The IP phone will be hosted by an available call agent switch at the site associated with
the IP address map. Numbers dialed from teleworking IP phones will be interpreted in
the context of the dial plan for the site associated with the IP address map.
To edit the IP address range for a site:
Step 1 From the Site column on the IP Address Map List page, click the site for which you
are setting a range. The Site IP Address Range edit page appears as shown in Figure
8-2.
Step 2 If you are setting the IP address range for a site other than the one shown in the Site
drop-down list, select it from the list.
Step 3 Enter the lowest IP address in the Low IP Address text-entry field.
Step 4 Enter the highest IP address in the High IP Address text-entry field.
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Figure 8-2 Site IP Address Range Edit Page
Step 5 Enter the Caller ID number in the Caller’s Emergency Service Identification
(CESID) field that you would like to assign to the IP phones within this address
range. The CESID number will be sent to the service provider whenever a 911 call
is placed from one of these IP phones. See Appendix A, starting on page 501, for
more information.
Step 6 If you are setting a range for teleworking IP phones, click the Teleworkers check
box.
Step 7 To set the new range, click Save. You can set ranges for other sites in the system by
clicking Previous or Next.
8.2.3 Setting IP Phone Options

To set IP phone options such as passwords and configuration switches, click the Options
link under the IP Phones link in the navigation frame. Figure 8-3 shows the IP Phone
Options edit page that appears.
The parameters on the IP Phone Options edit page are defined as follows:
IP Phone Configuration Switch 1 and IP Phone Configuration Switch 2: You need to
designate the switch that serves as the phone’s call manager. This switch must be
managed by the headquarters server. (See Section 5.5.1 on page 96 for more
information). The IP addresses of these switches are downloaded to the IP phones
whenever the IP phones are booted. These switches communicate with the ShoreTel
server to determine which switch manages calls for a particular IP phone. You have the
option of assigning two switches to this function, in case one switch fails. Every
installation with IP phones must have at least one configuration switch.
To assign configuration switches, simply select an available switch from the drop-down
lists for configuration switches 1 and 2. In a new installation, the ShoreTel system
automatically assigns the first two ShoreGear-120/24, ShoreGear-60/12, or ShoreGear-
40/8 switches you configure as the configuration switches.
ShoreTel 11.1 159

Figure 8-3 IP Phones Options Edit Page
User Group for Unassigned Phones: Unassigned IP phones are available for users
configured for Any IP Phone. From the drop-down list, select the user group that has
the call permissions you want unassigned IP phones to have.
IP Phone Announcement: Enter a message of the day that displays on all IP phones
except the ShorePhone IP210 phones. The text can be up to 19 characters long and
appears left-justified on the phone display. If you wish to center the message, add
leading spaces.
IP Phone Password: This field is used only with ShorePhones that require a password.
It is initially set to “1234”. It may be blank or be 1 through 8 digits long. It sets the
default password for new IP phones coming online.
Enable IP Phone Failover: When this box is checked, IP phones send a keep-alive
message to their call manager switch every four minutes. If a response is not received,
the IP phone attempts to contact an alternate call manager.
Changing the state of this field requires a reboot of all IP Phones. The process can take
several minutes. Phones in the process of rebooting may drop calls.
Refer to Section 8.2.5 for information about IP Phone Failover
Delay After Collecting Digits: This field represents the timeout period for transferring
calls. Instead of having to press a soft key to initiate a call transfer, the desired
operation will occur automatically at the expiration of a configurable timeout period.
Once all of the necessary digits have been entered (which could vary based on the site's
dialing plan), digit collection stops and the timeout period begins counting down. At
the end of the countdown, which can be as short as one second, the call is transferred.
The following features will also be affected by this change:
— Conference
— Dialing from the Directory
— Intercom
— On-hook dialing
— Park
— Pickup
— Redial
— Transfer
— UnPark
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The timeout period can only be set once for the entire system. You cannot configure
different timeout periods for different features or for different users. The timeout
period cannot be configured via Communicator or the IP phone interface.
This automatic transfer behavior applies only to blind transfers. If a consultative
transfer is placed, the call will remain in the call stack until the far end answers.
8.2.4 LLDP-MED and IEEE 802.1x Support

The Link Layer Discovery Protocol-Media Endpoint Discovery (LLDP-MED) is an
enhancement to the Link Layer Discovery Protocol (LLDP) that addresses the following:
Device location discovery to support location databases and VoIP E911 services.
Auto-discovery of LAN policies to support to “plug and play” networking.
Extended and automated power management of PoE endpoints.
Inventory management
A component of IEEE 802.1 group of networking protocols, 802.1x addresses port-based
Network Access Control. It provides an authentication mechanism for devices attaching to
a LAN port to either establish a point-to-point connection or prevent the device from
accessing the port if authentication fails. 802.1x is based on the Extensible Authentication
Protocol (EAP).
8.2.4.1 Implementing LLDP-MED

ShoreTel implements LLDP-MED implementation through the following:
ShorePhone parameter: LldpEnable
LldpEnable is a ShorePhone parameter that consists of one ASCII character. Valid
settings for LldpEnable are 0 and 1:
— LldpEnable = 1 (LLDP is enabled)
— LldpEnable = 0 (LLDP is disabled)
Default value is 1 (enabled)
Modify Setup Source Preferences
When setting up ShorePhones, parameter settings are obtained from the following
sources, listed in order of highest to lowest precedence:
— Config File
— DHCP (if active)
— LLDP (if active)
— Setup Command
— Default values
Implementing LLDP-MED requires LLDP-MED capable network switches. ShorePhones
IP110 and IP210 do not support LLDP-MED.
8.2.4.2 Implementing IEEE 802.1x

ShoreTel IP Phones have supported 802.1x network authentication since ST 9.
This authentication requires the device to present a userid and a password. 802.1x
is enabled by default. The default SID (userid) of the last 6 characters of the MAC address
of the phone.The passwordmust be entered manually (no default) the first time the phone
boots andis then cached if authentication succeeds.
ShoreTel 11.1 161

If 802.1x enabled on the phone and the network is not setup to handle the feature,
the phone will boot as normal.
If upgrading from another firmware that supports 802.1x (3.3.x or 3.4.x), the
previous settings (802.1x on/off, SID, password) will be preserved. If upgrading
from a firmware that does not support 802.1x (2.2, 2.3, 3.1, 3.2) Logical Link
Discovery Protocol (LLDP)will be turned on by default anda default SID of the last 6
characters of the MAC address will be applied.
While 802.1x is enabled by default in ShoreTel 11 and later, 802.1x may be enabled on
previous releases through the ShorePhone parameter 802.1xEnable – a one character
ASCII parameter. If 802.1x is enabled on the ShorePhone and disabled on Network switch,
the ShorePhone never comes up.
Valid settings for 802.1xEnable are 0 and 1:
— 802.1xEnable = 1 (802.1 authentication is enabled)
— 802.1xEnable = 0 (802.1 authentication is disabled)
Default value is 0 (disabled)
ShorePhones IP110 and IP210 do not support 802.1x.
8.2.5 Failover – Call Continuation

The IPPhone Calls Continue Through Failover feature maintains active calls through the
normal completion of the call even when the call manager switch handling the call
becomes unavailable. IPPhone Calls Continue Through Failover is applicable to
ShorePhones, SIP extensions, and Conference Bridges. SoftPhone does not support
continuation of calls through failover.
8.2.5.1 Failover Description

When a phone’s call manager switch becomes unavailable during a call while IP Phone
Failover is enabled, the phone goes through two failover stages:
Pending Failover is the period between when the phone does not receive the expected
acknowledgement signal from its call manager switch until the time that an alternate
switch is assigned to perform call manager tasks for the phone. This period typically
lasts between two to four minutes after the switch becomes unavailable.
Failover is the period after the alternate switch is assigned to perform call manager
tasks for the phone.
IP Phone Failover is enabled on the IP Phones Options edit panel, as described in Section
8.2.3.
When a phone enters the Pending Failover stage, calls in progress remain active. Call
control options, including softkey operation, are unavailable during this time. Users cannot
initiate new calls and the phone display remains frozen during Pending Failover.
When IPPhone Calls Continue Through Failover is Not Enabled, all active calls are
dropped when the phone enters the Failover stage. The phone then resumes normal
operation, allowing the user to initiate or receive calls and perform call control actions on
new calls.
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When IPPhone Calls Continue Through Failover is Enabled, active calls are maintained
through the beginning of the Failover stage until the normal completion of the call. All
Pending Failover restrictions remain in place after the phone enters the Failover stage until
calls maintained through Failover initiation are completed.
8.2.5.2 IP Phone Behavior during Failover

This section describes IP Phone Calls Continue through Failover behavior on supported
devices and references the following switch and endpoint terms:
Failed switch: The switch that became unavailable to trigger the failover process.
New switch: The switch that replaces an unavailable switch in response to a failover.
Local endpoint: An endpoint controlled by the failed switch during a failover.
Remote endpoint: An endpoint controlled by the functioning switch during a failover.
ShorePhone – Local Endpoint

During the Pending Failover stage, the telephone user interface (TUI) displays a No
Service message until the phone is assigned to a new switch. Call control operations are not
available on surviving calls. All inbound calls to the local endpoint are routed to the
destination specified by the current Call Handling Mode
During the Failover stage, the TUI displays Failover Mode while surviving calls remain
active. Pressing phone keys generates a No Service message on the TUI. Call control
operations on surviving calls remain unavailable. All inbound calls to the local endpoint
are routed to the destination specified by the current Call Handling Mode. After all
surviving calls are concluded, the ShorePhone returns to normal operation.
ShorePhone – Remote Endpoint

ShorePhones on remote endpoints during failover calls can hang up the call, place the call
on hold, or retrieve the call from hold. All other softkey operations are unavailable for the
duration of the call. The ShorePhone continues displaying call information until the of the
call. Call control operations on other calls remain available.
SIP Phones
This feature causes no changes to messages displayed by SIP devices. Failover procedures
and restrictions are applicable to SIP phones. Call control operations initiated from SIP
phones on failover calls are not available.
Trunk Behavior
ShoreTel only releases the trunk after the remote side goes on hook. System cleanup
procedures, executed every two hours, release trunks that were left hanging.
8.2.6 Adding Individual IP Phone Users

There are two ways to add IP phone users to the system. The first method requires you to
assign IP phones to each user, while the second uses the Any IP Phone feature to allow
users to assign their own phone from their desktop and voice mail. Using the Any IP Phone
method simplifies the setup of multiple new users. You can use either or both methods,
depending on your specific installation.
ShoreTel 11.1 163

8.2.6.1 Adding Users with Any IP Phone

To add IP phone users using Any IP Phone:
Step 1 Click Users > Individual Users from the navigation frame.
Step 2 Click Go. The Edit User page appears, as shown in Figure 8-4.
Step 3 Enter the information for the first user you wish to add.
For information on user settings, see Chapter 10, starting on page 259.
Step 4 From Home Port, click IP Phones and select Any IP Phone from the drop-down list.
Step 5 From User Group, select a user group that allows extension reassignment. For
more information, see Section 10.2.1 on page 261.
Step 6 When you have finished configuring the user, click Save.
Step 7 To add more users, click Copy and repeat Step 3 through Step 7 until you have
added all the new users.
Step 8 Instruct the users to log in to their voice mail from their desktop and follow the
prompts. Each user’s extension will automatically be assigned to the IP phone he or
she is using. Make sure that users know which phone they should initially use so
that phones are not accidently assigned to the wrong users.
All IP Phones are assigned to the “Headquarters” site. When you assign a specific
IP phone, the user belongs to the site where the IP phone is located. Only IP
phones associated with the currently selected site appear in the IP phone drop-
down list.
After users have logged into voice mail to assign their IP phones, you can view the
IP phones and users from the IP Phone list page (see Figure 8-6) or the IP Phone
Maintenance page (see Figure 19-11 on page 464). For information about editing
user information, see Section 10.4 on page 272. For in depth information about
Extension Assignment, refer to Chapter 12, starting on page 339.
Step 9 From Add New User at Site, select the site for the new users. Edit User Page
8.2.6.2 Assigning IP Phones by User

You can also assign IP phones through the Edit User page, one user at a time. You can
assign phones by specific IP addresses or assign users to Any IP Phone according to the
user’s needs.
To assign an IP phone:
Step 1 Click Users > Individual Users from the navigation frame.
Step 2 From Add New User at Site, select the site for the new user.
Step 3 Click Go. The Edit User page appears, as shown in Figure 8-4.
Step 4 Enter the information for the user you wish to add. For information about user
settings, see Chapter 10, starting on page 259.
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Figure 8-4 Edit User Page
Step 5 From Home Port, click IP Phones and either select the IP phone by IP address or
select Any IP Phone. Only the IP phones in the current site are in the list.
Step 6 Click Save.
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8.2.7 Anonymous Telephones

Anonymous telephones provide flexibility to the ShoreTel system by making additional
ports or IP phones available without assigning them to any particular user extension. When
configured as anonymous telephones, these ports and IP phones cannot receive calls but do
have access to dial tone. If they have the proper Class of Service (CoS) permissions, users
can assign their extensions to these phones via the telephone user interface. Once the port
or IP phone is assigned an extension, it will receive calls to that extension until the user
unassigns it. For more information on how to use the Extension Assignment feature, see
Chapter 12, starting on page 339.
The Anonymous Telephones page (Figure 8-5) lets you configure anonymous telephone
ports and IP phones. Click the Anonymous Telephones edit page from under the expanded
Users link in the navigation frame.
Figure 8-5 Anonymous Telephones Edit Page
The Anonymous Telephones page first lists any Vacated Telephones. A vacated telephone is a
telephone that is configured as the home port or IP phone of a user on the system, but that
user is currently assigned to another telephone and no other user is assigned to the vacated
home phone.
Click Add This Record to add a new anonymous telephone port. Click the Delete link next
to a record to delete an anonymous telephone port from the ShoreWare system. This also
disconnects any calls that are in progress on the port.
You can make multiple changes on the Anonymous Telephones page. You must click Save to
save the changes.
Assigned User Group: This lets you select a user group that you assign to an
anonymous telephone port.
Jack #: This is the name of the telephone jack associated with the vacated port.
This is typically the physical telephone jack that the telephone plugs into. See
10.4.2.1 on page 273.
Switch: This is the switch that the vacated telephone port is associated with. It can
be either an analog port or an IP phone.
Port: This is the physical switch port number or IP phone MAC address that
identifies the vacated telephone.
Current User: This is the name of the user currently using the anonymous
telephone port.
Current Ext: This is the extension of the user currently using the anonymous
telephone port or IP phone.
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8.3 Viewing and Editing IP Phones on the System

To help you manage the IP phones, ShoreWare Director allows you to view and edit all IP
phones on the system. Figure 8-6 shows the IP Phones list and edit pages.
Figure 8-6 IP Phones List and Edit Pages
8.3.1 Viewing IP Phones

To view the IP phones on the system:
Step 1 Click IP Phones > Individual IP Phones from the navigation frame.
Step 2 From the By Site drop-down list, select the site that you want to view (or all sites).
Step 3 To view the IP phones connected to a specific switch, select the switch you want to
view from the By Switch drop-down list.
The IP phones for the sites and switches you have selected are displayed.
IP phones can also be viewed from the maintenance pages of ShoreWare Director. For
more information, see Chapter 19, starting on page 453.
8.3.2 Renaming IP Phones

You can change the name of an IP phone from the IP Phone List. By default, IP phones are
listed by MAC address in the IP Phone List Name column.
To change the name of an IP phone:
Step 2 Select your viewing options so that the IP phone or phones you want to re-name
are listed in the IP Phone List.
ShoreTel 11.1 167

Step 3 From the Name column, click the IP phone you want to re-name. A dialog box
displays the information for the IP phone you selected.
Step 4 Enter the new name in the Name text-entry field.
Step 5 Click Save.
8.3.3 Deleting and Moving IP Phones

IP phones can be deleted from the system or moved to another site.
To delete an IP phone:
Step 2 Select your viewing options so that the IP phone or phones you want to delete are
listed in the IP Phone List.
Step 3 Click the check box of the IP phone you want to delete.
WARNING Make sure that you have the selected the correct phone and that no
other phones are selected.
Step 4 Click Delete. A dialog box requests confirmation.
Step 5 Click Yes to delete the phone. Click Cancel if you have selected the wrong phone.
If you wish to add the IP phone back into the system, you must reboot the IP
phone. It will be reconfigured during the boot process and become available again.
For more information on IP phone configuration, see the ShoreTel Planning and
Installation Guide.
To move an IP phone to a destination switch on a remote site, the remote site must have an
IP address range defined. You may not move an IP phone to a switch on a remote site if the
IP address of the phone is not within the IP address range of the destination site.
You may move an IP phone across switches at Headquarters without entering an IP address
range for the Headquarters site. The IP address range restrictions are only for switches at
remote sites.
To move an IP phone:
Step 2 Select the switch you are moving the IP phone(s) to from the drop-down list.
Step 3 Select your viewing options so that the IP phone or phones you want to move are
listed in the IP Phone List.
Step 4 Click the check box of the IP phone you want to move.
Step 5 Click Move. A dialog box requests confirmation.
Step 6 Click Yes to move the phone. Click Cancel if you have selected the wrong
phone(s).
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8.3.4 IP Phone State Display

The following list explains the states displayed by the IP phones:
Available: Phone has no user assigned to it. Calls can be placed from the phone but it
does not receive calls. The Caller ID is “Anonymous”.
<User Name> <User Ext>: The phone is assigned to <User Name>.
Anonymous: The assigned user has used the Extension Assignment feature. Calls can
be placed from the phone but it does not receive calls. The Caller ID is “Anonymous.”
Another method by which it can become anonymous is if the administrator explicitly
configures anonymous phones which do not have assigned users.
Unavailable: The phone was once in the ShoreTel system but has been removed using
Director. The phone has no dial tone and is not functional.
8.3.5 Displaying ShorePhone Settings

You can display the phone’s current IP parameters setting by entering a key sequence from
the phone’s keypad.
To display the phone’s IP parameter settings:
Step 1 Press the MUTE key followed by 4636# (INFO#). The phone will display the first
two parameters.
Step 2 Press # to advance the display or * to exit. The phone will resume normal operation
after the last parameter has been displayed.
8.3.6 Resetting the ShorePhone

You can reset the phone by entering a key sequence from the phone’s keypad.
To reset the phone, press the MUTE key followed by 73738# (RESET#). The phone will
reboot.
8.4 Feature Settings – IP Phones

8.4.1 Custom Ring Tones
ShoreTel IP phones offer four different sets of ring tones, with each set consisting of one
tone for internal calls and another for external calls. The user is free to select from the four
tones as desired. However, in some densely populated work environments, four tones may
not be enough for users to be able to distinguish the sound of their phone from that of their
neighbors’ phones.
To help reduce confusion, most ShoreTel IP phones support the ability to load custom ring
tones on an IP phone so that each user can have a unique ring tone.
One set consisting of two custom ring tones can be loaded onto each IP phone. This new
set of tones displaces one of the existing sets of ShoreTel ring tones, as shown below.
ShoreTel 11.1 169

Figure 8-7 The 4th set of ShoreTel ring tones is replaced by the new custom tones
8.4.1.1 Loading Custom Ring Tones

Ring tones must be in Microsoft Wave File format (i.e. .wav format). These custom ring
tones are not provided by ShoreTel, but numerous web sites offer files that can be
downloaded for free. A quick search should yield a large number of possibilities. Once a set
of custom ring tones has been identified, the system administrator must load these ring
tones onto a user's IP phone via an FTP server.
Details:
This feature is supported on all ShoreTel IP phones, but is not supported on the
Polycom IP100 phones.
ShoreTel offers no tools for creating or managing the custom Wave Files.
Custom files must be loaded in .wav format. Other file formats, such as MP3, are not
supported.
The following formats are supported by the phone:
— µ-law: 8-bit, 8 kHz, 16 kHz, Mono
— α-law: 8-bit, 8 kHz, 16 kHz, Mono
— 16-bit, 8 kHz, Mono -or- 16-bit, 16 kHz, Mono
Only two custom tones can be loaded on a single phone. The sum total file size of both
tones must be less than 750KB. Files exceeding this size will not be downloaded.
If the wave file has a length less than 6 seconds, the phone will loop the ring out to a 6-
second length before it is repeated.
The process of loading ring tones onto an IP phone consists of the following steps:
Step 1 Identify Wave Files for use (via online search or by creating them manually). These
files must be stored on a server that is accessible to the IP phone via anonymous
FTP. (The server does not necessarily have to be the same as the one that is hosting
the configuration files.)
Step 2 Manually create a phone-specific configuration text file and store it in the same
directory as the standard IP phone configuration files. The name of the phone-
specific file should contain the MAC address of the target phone where the ring
tone will be loaded. The MAC address can be found on the sticker on the back of
the phone. (See Section 8.4.1.2 below for details.)
170
Alternatively, you can load the same pair of custom ring tones onto several IP
phones at the same time, but the phones must all be of the same type (i.e. all
IP560g models or all IP212k models). This approach could cause ring tone
confusion if the phones were concentrated in one area of the building.
Step 3 Reboot the phone so that it will pick up the information in the text file, along with
the pointer to the Wave File. At boot time, the IP phone will display the success or
failure of downloading the phone-specific configuration file and any configured
Wave Files.
8.4.1.2 Creating the Phone-Specific Configuration File

To create a phone-specific configuration file, two new configuration parameters,
WaveRinger1 and WaveRinger2 can be inserted into a phone-specific configuration file.
These parameters identify the name and location of the custom ring tones that the IP
phone will download (via FTP) into the phone's RAM at boot time.
WaveRinger1 Up to 64 ASCII Characters Used to assign one Wave File to any of the ring
WaveRinger2 tones defined in Table 2. The first value is the ring
tone, and the second value is the location of the
file on the FTP server.
Examples:
WaveRinger1 L/rg 192.168.0.20/audio/dave.wav
WaveRinger2 L/r1 192.168.0.20/audio/dave.wav
Table 8-1 WaveRinger1 and WaveRinger2 configuration parameters
The name of the phone-specific configuration file should be as follows:

shore_aabbccddeeff.txt
where "aabbccddeeff" is the MAC address.
To load the same custom ring tone onto several IP phones at the same time, do not
use the MAC address in the name of the file. Instead, use the custom configuration
file for the phone type being deployed (e.g. S6 for an IP560). For example, the
configuration file name for an IP560 phone would be: S6custom.txt
For example, to load one of the custom ring tones, you could replace L/r14 (i.e. Ring 4
External) and L/r15 (i.e. Ring 4 Internal) with the name and location of the file containing
the new custom ring tone.
Ring tone Symbol
Standard - External ring L/rg
Standard - Internal ring L/r1
Ring 2 - External ring L/r10
Ring 2 - Internal ring L/r11
Table 8-2 Ring tones and symbols
ShoreTel 11.1 171

Also note that it is possible to replace internal and external ring tones in separate sets (e.g.
Ring 2 external and Ring 4 internal), but only one set of ring tones can be active at a time so
activating either set of ring tones will only activate only one of the custom rings tones at a
time.
8.4.2 Customizing Color LCD Displays with Wallpaper

The ShoreTel 265 and 565g IP phone models offer color TFT-LCD color displays. One of
the benefits of having a color display is the ability to download images of your choice onto
the phone from a server and display the image as wallpaper.
8.4.2.1 Wallpaper File Specifications

The wallpaper is 320 by 240 pixels and uses an uncompressed 256-color .bmp file format.
Each of the 256 colors is defined by a 24-bit RGB value. Bitmap files can be composed
using MS Paint or any other editor that can create Paint-compatible files.
To verify that a graphic file can be used as a wallpaper image:
Step 1 Open the image in MS Paint.
Step 2 Open the Attributes panel by selecting Image -> Attributes from the main menu.
Step 3 Verify the following parameters are set as follows and make the appropriate
adjustments:
Width = 320
Height = 240
Units = Pixels
Colors = Colors
Step 4 Close the Attributes panel by clicking OK.
Step 5 Open the Save As panel by selecting File -> Save As from the main menu.
Step 6 Verify that Save as type is set to 24-bit Bitmap (*.bmp;*.dib).
Step 7 Note the proposed file name and directory, and click Save.
8.4.2.2 Downloading the File to Several Color-Screen IP Phones

The wallpaper file that each IP phone displays is specified in configuration files located in
the phone configuration directory on the Headquarters server. On standard ShoreTel
installations, the phone configuration directory is C:\Inetpub\ftproot.
ShoreWare specifies one text file for each phone model that defines default characteristics
for all phones of that model type on the system. You specify the default Wallpaper for
phones of a specific model by adding a line to the corresponding configuration file.
To load a wallpaper image onto all system phones of an specific model:
Step 1 Save the wallpaper file on the headquarters (HQ) server in following directory: C:/
Inetpub/ftproot
Step 2 Access the C:/Inetpub/ftproot directory on the HQ server.
Step 3 Open the customization file for the desired phone model:
172
For IP 265, open s36custom.txt

For IP 565g, open s6ccustom.txt
Step 4 Add the following line to the open file: Wallpaper2pixmap abc.bmp, entering the
name of the wallpaper file in place of abc.bmp, then save and close the file.
For example, if the wallpaper file is name logo.bmp, then enter Wallpaper2pixmap
logo.bmp.
Step 5 Open the configuration file for the desired phone model:
IP 265: open shore_s36.txt
IP 565g: open shore_s6c.txt
Step 6 Verify that the file contains the one of the following lines
IP 265: Include s36custom.txt.
IP 565g: Include s6ccustom.txt.
Add this line to the file if it is not present.
Step 7 Reset the phones.
Step 8 Verify that, when each phone reboots, they download and save the wallpaper file.
Step 9 Verify that each phone displays the new wallpaper file.
8.4.2.3 Downloading the File to a Single Color-Screen IP Phone

Individual configuration files override model default settings for individual IP phones. You
can assign custom wallpaper files for individual IP phones by modifying the corresponding
configuration file.
To load a wallpaper image onto a single phone:
Step 1 Save the wallpaper file on the HQ Server computer in following directory: C:/
Inetpub/ftproot.
Step 2 Access the C:/Inetpub/ftproot directory on the HQ Server.
Step 3 Create a text file named shore_xxxxxx.txt, where xxxxxx is the MAC address of the
phone. Use lower case text when naming the file.
The MAC address is a twelve digit number that uniquely identifies each individual
device. This address is printed on the white bar code located on the bottom of the
phone.
Example: If the MAC address of an IP 565g is 00104907020C, then create a file
named shore_00104907020c.txt
Step 4 Add the following line to the open file: Wallpaper2pixmap abc.bmp, entering the
name of the wallpaper file in place of abc.bmp, then save and close the file.
For example, if the wallpaper file is name logo.bmp, then enter Wallpaper2pixmap
logo.bmp.
Step 5 Reset the phone.
Step 6 Verify, while the phone reboots, that it downloads and saves the wallpaper file.
ShoreTel 11.1 173

Step 7 Verify that the phone displays the wallpaper file.
8.4.3 Wireless Headset Hook Switch

A handset lifter is a device that can be used with phones that do not support the ability to
place a call while the phone's handset is on-hook. The device is used in conjunction with a
wireless headset worn by the user. When the user wishes to answer a call, she presses an
activation button on the wireless headset which signals the handset-lifting device to
manually lift the handset, thus generating dial tone and allowing the call to be placed. The
small device attaches to the side of the phone and physically lifts the phone handset off-
hook and keeps it there for the duration of the call.
As technology has advanced, many phone systems have eliminated the need for a physical
handset lifter and have incorporated an electronic version of this device (i.e. electronic
hook switch) into the phone design. Thus, the phone can be instructed to go off-hook
electronically (as opposed to mechanically) in order to produce dial tone.
ShoreTel has incorporated the electronic handset-lifting functionality into various IP phone
models (see below for a list of supported models). These ShoreTel IP phones work with the
Plantronics CS50 wireless headset. Users who have purchased this supported headset
model can answer or end calls by pressing the activation button on their headset when they
hear their phone ring. If they are too far from their phone to hear it ring, the headset will
generate an audible cue to announce incoming calls.
Details:
This feature is currently supported on the following ShoreTel IP phone models:
— IP565g
— IP560g
— IP560 – Newer models support this feature while older IP560 models do not.
(To see if your IP560 supports this feature, flip the phone and check the label
with the model number. If the model number ends with a suffix of "-03" or
higher, the phone will support this feature. If the suffix ends in "-01" or "-02"
the feature is not supported.)
— IP265
— IP230
— IP212k
Using this feature will defeat auto on-hook and off-hook behaviors.
The feature is only supported in conjunction with Plantronics CS50 headsets.
To configure this feature via ShoreWare Director:
Step 1 Launch ShoreWare Director and enter the user ID and password. Then click
the Login button.
expanded).
Step 3 Click on the Users link and then click on the name of the user for whom you
will be configuring this feature.
Step 4 Click on the Personal Options tab to display a window similar to the one shown
below:
Step 5 Select the Wireless Headset radio button.
174
Figure 8-8 Configuring Wireless Headset Hook Switch for a user
To configure this feature on an IP phone via the telephone interface:
Step 1 Press the Options button on the IP phone, followed by the associated password
and the # key.
Step 2 Scroll to option 2. Auto Off-Hook.
Step 3 Press the Edit soft key to select this option.
Step 4 Scroll to option 3. Wireless Headset.
Step 5 Press the OK soft key to confirm.
Step 6 Press the Done soft key to confirm.
8.4.4 Programmable IP Phone Buttons

An administrator or user can change the functions associated with the ShorePhone or BB24
custom buttons. Users can create shortcuts for operations that would normally require
pressing two or three buttons to accomplish the same task.
The action associated with the bottom button on an IP 530/560 could be configured to
speed dial a particular extension or external number. The button above that could be set to
perform overhead paging, and so on. All of the custom buttons are configurable except for
the top-most button, which is permanently set to provide call appearance information (i.e.
ringing indicator and call timer information).
Users can keep track of which actions they perform on a regular basis and then associate
those actions with the custom buttons. Instead of having to dial a star code (such as *14 for
picking up the Night Bell) they can just press one button. See Table 8-3 for supported
functions.
Details:
After a function is assigned to a button, users can enter a label (up to five
characters on multiline ShorePhones and up to six characters on the IP 100 and
BB24). The label appears on the LED display next to the custom button.
The system administrator can configure the custom buttons via ShoreWare
Director on behalf of a user, or he can enable permissions for an individual user so
ShoreTel 11.1 175

that the user can modify the custom buttons on his own IP phone via the telephone
interface.
The programmable button feature is supported on the multiline models but is not
supported on the IP 210.
Function Parameter Comments
Agent Login None
Agent Logout None
Agent Wrap-Up None
Barge In Extension or none
Bridged Call Appearance Extension or none
Call Appearance None Not supported on Button Box
Centrex Flash None Refer to Section 7.2.10 on page 153.
Change CHM Change Call Handling Monitor
Change Default Audio Path Audio Call Path
Conference Blind Extension or external number
Conference Consultative Extension or external number
Conference Intercom Extension or none
Dial Mailbox Extension or none
Dial Number (Speed Dial) Extension or external number
Group Pickup Extension
Hotline Extension
Intercom Extension or none
Monitor Extension Extension or none
Page None
Park Extension or none
Park and Page Extension or none
Pickup Extension or none
Pickup Night Bell None
Pickup/Unpark Extension or none Uses internal presence to determine which
operation to perform
Record Call Mailbox Operates on selected call in connected; Pressing a
second time stops the recording.
Call recordings can be saved in the mailbox of the
initiating client (by leaving the mailbox field
blank), or can be routed to an alternate mailbox by
entering a mailbox number in the field.
Record Extension Extension or mailbox Call recordings can be saved in the mailbox of the
initiating client (by leaving the mailbox field
blank), or can be routed to an alternate mailbox by
entering a mailbox number in the field.
Send Digits Over Call Extension
Silent Caoch Extension
Silent Monitor Extension or none
Table 8-3 Supported Programmable Button Functions:
176
Function Parameter Comments

Toggle Handsfree None
Transfer Blind Extension or external number
Transfer Consultative Extension or external number
Transfer Intercom Extension or none
Transfer to Mailbox Extension or none
Transfer Whisper Extension or none
Unpark Extension or none
Unused None
Whisper Page Extension or none
Whisper Page Mute None
Table 8-3 Supported Programmable Button Functions:
8.4.4.1 Configuring Programmable Buttons via Director

To configure programmable buttons via ShoreWare Director, follow the procedure below:
the Login button.
expanded).
Step 3 Click on the Users link and then the Individual Users link to display the list of
users on this system.
Step 4 Click on the name of the user whose phone you want to modify and then click
on the Personal Options tab.
Step 5 Scroll to the bottom of the window and click on the Program Buttons link to
display a window similar to the one shown below:
Step 6 Click on the Function drop-down menu and select the action you would like to
associate with a particular button.
Step 7 In the Label field to the right of the drop-down menu, enter a descriptive word
to remind the user which function is associated with that button. This label will
appear on the LED display adjacent to the button. Note that this label can be up
to five characters long for the multiline phones and up to six characters long
for the IP 100 and BB24.
Step 8 After you have selected a function and entered a label for a particular button,
you may optionally enter destination information in the Target field. Certain
functions do not require entering a destination, but other functions such as
speed-dial or blind transfer can optionally take a destination. Some functions
take only extensions and some take any type of phone number.
Step 9 When you have finished entering functions and labels for all of the buttons,
click the Save button at the top of the window to store your changes.
ShoreTel 11.1 177

Figure 8-9 Programming Custom Keys on IP 530 Phone
8.4.4.2 Configuring a Hotline Button

A Hotline is a bi-directional ringdown circuit accessed through IP Phone or Communicator
buttons. A hotline call is initiated by pressing the assigned button. Hotline calls can be
configured as speed dial or intercom calls.
A hotline is configured on an IP Phone or Communicator button by accessing the
Programmable Button panel through the Edit User panel. Figure 8-10 displays the Edit
panel for a user’s programmable IP Phone buttons, where button 2 is configured as a
hotline. .
8.4.4.3 Copying Programmable Buttons Configurations

The Copy IP Phone Buttons page allows a system administrator to copy the programmable
button configuration from one use to another, thus reducing the tedious work of
configuring IP phone buttons.
To copy the programmable button configuration from one user’s IP phone to another,
follow the procedure below:
expanded).
178
Figure 8-10 Programming a Hotline button
Step 4 Click on the name of the user whose IP phone you would like to modify, and
then click the Personal Options tab to display a window similar to the one
shown below:
Figure 8-11 Accessing the Copy button via the Personal Options tab
Step 5 Click on the Copy button to display a window similar to the one shown below:
Step 6 Click the Search button next to the “From User” field to locate the person
whose programmable button setup you wish to copy.
ShoreTel 11.1 179

Figure 8-12 Copy IP phone buttons pop-up window
Step 7 Select the appropriate Phone Type check box. The phone types must match,
meaning that you cannot copy an IP110 button configuration to an IP230.
If both users have multiple phones on their desk (e.g. an IP560 phone with a
BB24 button box), you can copy the button configuration for several devices
simultaneously, assuming the other user also has an IP560 phone and a BB24
button box). To do this, you would just select the appropriate Phone Type
check boxes. In this manner, you could copy up to four button box
configurations at once.
Step 8 Click the Copy button to duplicate the programmable button configuration
from one user to another.
To enable a user (as opposed to a system administrator) to configure the programmable
buttons on his or her ShorePhone, follow the procedure below:
expanded).
Step 4 Click on the name of the user whose profile you would like to modify (enabling
him to customize the buttons on his IP phone). A window similar to the one
shown below appears.
Step 5 Click on the Go to this User Group link and on the next window that appears,
click on the Go to this Class of Service link located to the right of the COS -
Telephony field. The Class of Service window appears, similar to the one
shown below.
180
Figure 8-13 Accessing the User Group via the Edit User window
Figure 8-14 Enabling customization of IP phone buttons
Step 6 Enter a name for the Class of Service profile in the Name field (unless you are
modifying an existing Class of Service profile for which you would like to
preserve the existing name).
Step 7 Select the Allow Customization of IP Phone Buttons check box.
Step 8 Click the Save button to store your changes.
Details:
The default for new Class of Service (Telephony) profiles is to have this feature
disabled, thus preventing users from modifying their own custom buttons.
ShoreTel 11.1 181

Once this Class of Service (Telephony) profile has been created, you can apply it to
every person in the system that you would like to allow to change his or her
custom buttons.
To change the custom buttons on your ShorePhone or BB24 via the telephone interface,
Step 1 Press the Options button on your IP phone and enter your password, followed
by the # key.
Step 2 Scroll through the list to option 4. Program Buttons.
Step 3 Press the Edit soft key.
Step 4 Press the custom button that you would like to modify. (If you are using the
phone interface to modify the buttons on a BB24 device, press the button on
the BB24 that you would like to configure.)
Step 5 Scroll through the list of functions until you find the function that you would
like to apply to this button.
Step 6 When you have highlighted the appropriate function, press the Next soft key.
Step 7 Enter an extension, external number, or leave it blank. Then, press the Next
soft key.
Step 8 Press the 1 -> Aa soft key to shift the key pad to alphabet mode.
Step 9 Use the key pad to enter a short descriptive word that will remind you of the
new function of the custom button.
Step 10Press the Done soft key.
Step 11Press the Done soft key again to store your changes.
8.5 VPN Phone

8.5.1 Introduction
8.5.1.1 Definition
VPN Phone that provides secure audio communications for ShorePhones located remotely
from ShoreGear switches through open VPN SSL tunnels. To support VPN phone, ShoreTel
provides two VPN Concentrators capable of supporting up to 100 calls through VPN
tunnels. Three ShorePhones support the VPN Phone feature: IP565g, IP560g, and IP230g.
8.5.1.2 Terms
Secure Socket Layer (SSL): a cryptographic protocol that provide secure communications
on the Internet.
Point to Point Protocol (PPP): a data link protocol used to establish a direct connection
between two nodes over serial cable, phone line, trunk line, cellular telephone, specialized
radio links, or fiber optic links
182
Virtual Private Network (VPN): a computer network in which some internode links are
facilitated via open connections or virtual circuits through a larger network instead of via
physical wires. The link-layer protocols of the virtual network are said to be tunneled
through the larger network. One common application is secure communications through
the public Internet.
VPN Concentrator: a gateway that provides secure access to a corporate network for remote
devices through VPN tunnels.
Stunnel: a multi-platform program that provide SSL tunnels between a remote device and a
VPN gateway.
Tunnel: an link between two networks (such as LANs) that are connected by a larger
network (such as a WAN or the Internet). Tunnel packets containing messages exchanged
by the smaller networks are encapsulated into packets that facilitate routing through the
larger network. Each VPN communication session establishes a tunnel, which is removed
when the session is finished.
8.5.2 Functional Description

8.5.2.1 Feature Summary
VPN Phone provides secure audio communications for ShorePhones located remotely from
ShoreGear switches through open VPN SSL tunnels.
The feature includes an Open SSL VPN client in the ShoreTel IP phone and an Open SSL
VPN Gateway. The Open SSL structure allows the traversal of firewalls implemented by
many enterprises for blocking VPN tunnels.
8.5.2.2 Components
VPN Phone implementation requires two components – a VPN Concentrator and a
ShorePhone capable of communicating over a VPN
VPN Concentrator
The SSL based VPN Concentrator enables remote ShorePhones to establish secure voice
communications with through the local ShoreTel PBX through SSL VPN tunnels. For every
tunnel, a virtual PPP interface is created on VPN Concentrator and a peer PPP interface is
created on the remote ShorePhone. Signaling and media streams go through the PPP
interface and are secured by SSL encryption.
ShoreTel offers two VPN Concentrator Models:
VPN Concentrator 5300 – supports a capacity of 100 calls.
VPN Concentrator 4500 – supports a capacity of 10 calls.
The VPN Concentrator 4500/5300 Installation and Configuration Guide provides
additional information about the ShoreTel VPN Concentrators.
VPN Phone Licenses

ShoreTel licenses VPN Phone usage on a stunnel basis. Establishing a stunnel uses a
license, which becomes available when the tunnel is discontinued.
ShorePhone
Three ShorePhone models support the VPN Phone feature:
ShoreTel 11.1 183

IP565g
IP560g
IP230g
8.5.2.3 Network Configuration

Figure 8-15 depicts the functional structure the ShoreTel implementation of a VPN
network.
Figure 8-15 ShoreTel VPN Phone Implementation Architecture
The VPN Concentrator is located at ShoreTel’s Main Site, connected to the same LAN as
local ShoreGear switches and the Main ShoreTel server. Refer to the VPN Concentrator
4500/5300 Installation and Configuration Guide for specific deployment options based on
the router and firewall configuration of the ShoreTel Network.
8.5.2.4 Stunnel Establishment

Each remote device is assigned a username and password that is recognized by the VPN
Concentrator. Phone logging into the Concentrator are authenticated through the
verification of its username and password. When the phone is successfully authenticated,
the Concentrator establishes a stunnel to that phone, after which it can receive and make
phone calls through the ShoreTel system. The stunnel remains in place until the phone sets
the VPN parameter to off or the Concentrator times out all stunnel connections.
Establishing a stunnel requires an available VPN phone license. If the number of active
stunnels equals the number of available licenses, The VPN Concentrator will not establish
new stunnels until an existing stunnel is disconnected.
8.5.2.5 Phone Calls

After a stunnel is established from the ShorePhone to the Concentrator, VPN phone calls
are performed from the ShorePhone in the same manner as if the phone is located on same
LAN as the VPN Concentrator. The VPN Concentrator manages the connection from the
phone to the ShoreTel.
Configuring VPN Phone comprises three steps:
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Installing the VPN Concentrator

Configuring Director
Configuring the ShorePhone
The following sections describe the VPN Phone implementation process.
8.5.3.1 VPN Concentrator

Refer to the VPN Concentrator 4500/5300 Installation and Configuration Guide for
instructions on physically inserting the VPN Concentrator into the network. The guide
also describes web browser panels that configure the VPN concentrator. The following
sections describe the panels and fields that require configuration.
Initial Configuration
The VPN Concentrator is shipped with the pre-configured IP address 192.168.1.1 for the
LAN port.
To access the VPN Concentrator web interface panels, perform the following:
Step 1 Assign static IP address 192.168.1.2 with subnet 255.255.255.0 to the Ethernet
interface of the computer that is connected to the LAN port.
Step 2 Launch a web browser on the PC and access the following URL
http://192.168.1.1.
The computer displays the login panel shown in Figure 8-16.
Figure 8-16 VPN Concentrator Login Panel
Step 3 Enter the following parameter values to log into the system
username – root
password – default
Network panel
The Network panel defines the IP address through which the VPN Concentrator is
accessed. To access the Network panel, select Network in the blue Configuration Menu on
the left side of the panel. Figure 8-17 displays the Network panel.
Enter the appropriate values in the following data entry fields:
LAN Interface Settings: Enter the IP address by which other LAN devices will access
the VPN Concentrator
WAN Interface Settings: Enter the IP address by which remote devices can access the
VPN Concentrator.
ShoreTel 11.1 185

Figure 8-17 Network Configuration panel
Stunnel panel
The Stunnel panel specifies setup characteristics about the Stunnels that facilitate
communications between the concentrator and the remote phones. To access the Stunnel
panel, select Stunnel in the blue Configuration Menu on the left side of the panel. Figure 8-
18 displays the Network panel.
Figure 8-18 Stunnel Configuration Panel
Verify that the following parameters are set as follows:

Stunnel Enable is selected
Stunnel Server IP Address is set to the LAN address of the VPN Concentrator, as
specified on the Network panel
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Stunnel Server Port Number is set to 443.
Route panel
The Route panel defines the static routes to networks or servers on the LAN. To access the
Route panel, select System -> Route in the blue Configuration Menu on the left side of the
panel.
Figure 8-19 Route Configuration Panel
To add a static route, perform the following:
Step 1 Enter the subnet address and mask in the IP Network and Netmask data fields,
respectively.
Step 2 Enter the IP address that accesses the Gateway server of the added network.
Step 3 Press the Submit button.
Usernames’ List panel

The Username Configuration Panel defines the user accounts that are allowed Stunnel
access to the VPN Concentrator. To access the Route panel, select Stunnel -> Username
Database in the blue Configuration Menu on the left side of the panel.
To add a user account, perform the following:
Step 1 Enter the username and password for the user in the Username and Password data
fields, respectively.
Step 2 Re-enter the password in the Confirm Password data entry field.
The Password and Confirm Password data entry field contents must be identical.
Step 3 Press the Submit button.
ShoreTel 11.1 187

Figure 8-20 Username Configuration Panel
8.5.3.2 ShoreWare Director

ShoreWare Director assigns codecs on the basis of the site assignment of the ShorePhone’s
IP address. Assigning the IP address block allocated to the VPN Concentrator to a specific
site assures that the switch uses the proper codec when handling VPN Calls.
To assign an IP address block to a site, perform the following:
Step 1 Open the IP Phone Address panel in Director by selecting Administration -> IP
Phones -> IP Phone Address Map from the Main Menu.
Step 2 Open the IP Phone Address Map Info popup, as shown in Figure 8-21, by pressing
the New button in the top left corner of the panel.
Figure 8-21 IP Phone Address Map Info panel
Step 3 Enter the Site Name and the low and high IP address of the block allocated to VPN
calls in the appropriate data entry fields.
The Site Name parameter specifies the codecs used for call involving devices at the
specified IP addresses.
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Step 4 Press the Save button.

Refer to Table A-1 on page 508 for configuration recommendations for Emergency 911
related features on VPN phones
8.5.3.3 Phones
ShorePhones are manually configured to establish a stunnel with the VPN concentrator.
After the phone is configured and placed on a WAN port (such as the internet) it attempts
to communicate with the Concentrator. ShoreWare does not provide DHCP options for
automatically setting these parameter values at startup.
The following parameters are manually configured on the ShorePhone to perform VPN
calls:
VPN Gateway: This parameter specifies the WAN IP Address of the VPN Concentrator
to which the ShorePhone connects. Default value is 0.0.0.0.
VPN Port: This parameter specifies the port number of the VPN Concentrator to which
the ShorePhone connects. Default value is 443.
VPN: This parameter, when set to On, enables VPN Phone on the ShorePhone. Default
setting is Off.
VPN User Prompt: This parameter, when set to On, programs the ShorePhone to
prompt the user for a VPN user name after completing a power cycle.
VPN Password Prompt: This parameter, when set to On, programs the ShorePhone to
prompt the user for a VPN password after completing a power cycle.
FTP: This parameter specifies the IP Address of the RTP server from which the phone
requests VPN Phone software upgrades. When set to the default value of 0.0.0.0, the
phone solicits upgrades from the IP Address of the VPN Gateway.
Manually Configuring a ShorePhone

To configure the ShorePhone IP phone, perform the following:
Step 1 Press the Mute button, then enter SETUP#

SETUP translates numerically to 73887
Step 2 Enter the phone’s password, followed by #.
Step 3 Press the # button to step through the phone options.
Configuring the User Name and Password

The user name and password is stored in non-volatile RAM on the phone. Power cycling
and normal phone operations have no effect on the stored name and password. The VPN
Concentrator authenticates the ShorePhone when the phone attempts to establish a stunnel
by verifying the phone’s username and password is included in the user accounts on the
Usernames’ List panel.
New ShorePhones are shipped with this memory location vacant. The first time a user
power cycles the phone with the VPN parameter set to On, the phone prompts the user for
a username and password. The phone prompts for these values if the VPN User Prompt
and VPN Password Prompt parameters are set to On; otherwise, the ShorePhone continues
using the previous memory contents when attempting to establish a stunnel.
ShoreTel 11.1 189

8.6 Conference Calls

8.6.1 Make Me Conferencing
Make Me Conferencing is a ShoreTel calling feature that supports conference calls
consisting of four to six parties. Make Me conferences are initiated through a ShoreTel
calling device by pressing the Conference button and managed by ShoreGear switches.
When starting a Make Me conference, at least one ShoreGear port that is configured for
conferences must be available for each conference participant.
8.6.2 Converged Conferencing

Converged Conferencing is the ShoreTel platform that supports audio and web
conferencing. ShoreTel Converged Conferencing provides an integrated contact list with
presence as well as text chat or instant messaging functionality. The Conference Bridge
server is the server software that supports Converged Conferencing. After the initial
installation, Converged Conferencing is configured and maintained through a separate user
interface.
This section explains how to set up conferencing servers to support conferencing and
document sharing in a ShoreTel system, providing information on:
adding a conference bridge, or collaboration server, to the system
parameters that impact conferencing
Users access Converged Conferencing through Communicator. Refer to the Communicator
User’s Manual for access information. Refer to the ShoreTel Converged Conferencing
documentation for a complete description of Converged Conferencing.
8.6.2.1 Adding a Conference Bridge Server

The Conference Bridges link in the ShoreWare Director navigation frame provides access to
the Conference Bridges list page as shown in Figure 8-22. To add a new conference bridge
server, click New. To edit an existing server, click a server listed in the Name column. The
Conference Bridges edit page appears as shown in Figure 8-22.
Figure 8-22 Conference Bridges Main and Edit Pages
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8.6.2.2 Conference Bridge Parameters

Enter parameters for the new server as described below and then click Save.
The parameters on the Conference Bridges edit page are as follows:

Name: This is the name of a new or existing server.
Site: This is the physical location of the server.
Fully Qualified Domain Name: This is the server host name. If you enter the server
host name, Director resolves the IP address for you when click Ping this Server.
You can also use the Ping this Server button to test the connectivity between your client
PC and the new server.
Use HTTP (default port 80)
Use HTTPS (default port 443)
Override Default Port with NNNN: Specify the communication port to be used to talk
to the server.
8.7 Disabling Call Notes

The Disable Call Notes functionality allows administrator to limit a user's ability to add or
modify call notes using ShoreTel Communicator. When the Call Notes functionality is
disabled users will not be allowed to attach call notes to call records.
In Communicator, the user can write notations about the call on the Call Notes panel. The
Call Notes icon is not active in Communicator if the option to Allow Call Notes is not
selected on the Telephony CoS for a specific User Group.
Notes that were previously written by a user who is no longer part of the User Group
assigned with the Call Notes feature are kept as read-only items and not deleted.
During a call, the user has the option in Communicator to go to the Properties of the call
and add Call Notes. If the Call Note feature is not enabled for the user, the Call Note field is
not active in Communicator. The user will not be able to add notes about the call.
8.7.1.1 Disabling Call Notes

Call Notes can be enabled or disabled on the Telephony Class of Service. To enable Call
Notes for a specific User Group, select the Allow Call Notes option.
To configure Call Notes for a specific User Group, follow these steps.
Step 1 Log into ShoreWare Director.
Step 2 Click on the Users link.
ShoreTel 11.1 191

Step 3 Click on the Class of Service link to display the Class of Service panel.
Figure 8-23 Users - CoS Edit Telephony Features Permissions Panel
Step 4 To disable the call notes option for user goups assigned this class of service,
clear the Allow Call Notes checkbox.
Step 5 Click Save.
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Chapter 9: Setting Call Control Options ShoreTel Administration Guide
C H A P T E R 9
Setting Call Control Options
9.1 Overview
This chapter provides information about configuring the system-wide call control features
of the ShoreTel system. You can configure:
Account Codes
Multi-site Account Codes
Bridged Call Appearances
Bridged Call Appearance Conferencing
Shared Call Appearance
Silent Coaching
Hunt Groups
Paging Groups
Multi-site Paging Groups
Priority Paging Groups
Pickup Groups
Route Points
Ringdown Circuits
Bandwidth Management
Codec Profiles
Media Encryption
Clicking the Call Control link in the navigation frame provides access to other Call Control
selections, shown in Figure 9-1.
9.2 Account Codes

Account codes are typically used to assist ShoreTel users in the billing of their clients. For
example, if a law firm wants to keep track of the length of calls to their clients so that they
may later bill those client for services rendered, they can enter an account code that
corresponds to that client before dialing the client's phone number. At the end of the call,
the call length, time, and date are entered in a record, thus helping the firm to keep track of
the calls made to each of their clients.
Account Codes can vary in length and be flexibly formatted. You can configure the system
to require users to enter an account code for outbound calls in a mandatory or optional
fashion. In this way, the account code can also function to prevent unauthorized employees
from dialing long-distance numbers.
ShoreTel supports wildcard characters in account codes. This enhancement allows the
system to surpass the previous limit of 50,000 account codes so that an almost unlimited
number of account codes can be supported. The wildcard character – a question mark –
can be entered in place of DTMF digits in the account code.
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ShoreTel Administration Guide Chapter 9: Setting Call Control Options
Figure 9-1 Call Control Options Edit panel
The use of wildcards introduces less strict validation of the account code entered by the
user. Rather than checking each individual code, a length check is performed instead. The
introduction of wildcards into the account codes does not impact the ability of the system
to assign an account code to individual clients.
You can create account codes with non-numeric characters, but these characters are
discarded during code collection. The following table gives example account codes and
shows how the Account Codes Service interprets the code.
Sample Account Code Recorded Code
Sales 200 200
1001-3 10013
1.234A 1234
3000 Exec 2 3002
Table 9-1 Sample Account Codes
Account code collection is enabled on the basis of user groups, with the collection of
account codes set to be one of three states:
Disabled
Optional
Forced
For information about account codes and User Groups, refer to Section 10.3 on page 270.
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Call Detail Reports include details of account codes associated with outbound calling.
Account Codes are associated with a configurable extension and have a dedicated user
group that defines ultimate call permissions and trunk group access.
A new user group named “Account Codes Service” is created for use by the Account Codes
Service. Since it is only intended for use by the Account Codes Service, this user group does
not appear in drop-down lists for the assignment of User Groups to users and other objects
such as workgroups. You can, however, change all attributes of the Account Codes Service
User Group except the fields indicating whether Account Codes are disabled, optional, or
required. Refer to Section 7.2.1 on page 140.
9.2.1 Account Code Collection

When account code collection is enabled or required for a user group, calls placed via the
telephone or the Communicator are routed to the account code extension. The Account
Codes Service prompts the user to enter an account code followed by the “#” key. If the
account code entered does not match the digits in a stored account code, an explanation
message is played and the user can enter an account code again. When a matching account
code is collected, the call is placed according to the originally dialed number.
The call permissions define which dialed numbers will be directed to the Account Codes
Service for user groups configured with account codes. For calls that are redirected to the
account codes extension, the call will be completed with the trunk access and call
permissions of the Account Codes Service.
This structure imposes two sets of permissions to outbound calls:
1. The call permissions for the user group of the user that places the call are used to
determine whether an account code must be collected or not.
2. The call permissions for the Account Codes Service user group determines whether calls
are finally placed or if the intercept tone is played.
Calls forwarded to external numbers are NOT subjected to account code restrictions.
Forwarding calls to external numbers is controlled from the Class of Service settings. For
more informations, see Section 10.2 on page 260.
The Account Codes Service is associated with a system extension that is hosted on the
SoftSwitch running on the headquarters (HQ) server only. If the HQ SoftSwitch is not
reachable by the originating ShoreGear switch, the call will be handled according to the
setting on the caller's user group. Specifically, during such a connectivity outage, calls
placed by users who have optional account code collection will be automatically placed and
calls placed by users who have forced account code collection will be automatically
rejected.
If you have a ShoreTel Converged Conference solution installed, Account Codes can be set
up for collaborative voice and data conferencing. Document sharing is a feature allowed in
a 2-way or Make Me Conference call. Up to 20 documents can be dragged and dropped
during the call. You can create associated project codes on the conference bridge for
tracking purposes. Bridge project codes are not enforced.
9.2.2 Adding and Editing Account Codes

To configure the account code wildcard feature follow the procedure below:
ShoreTel 11.1 195

expanded).
Step 3 Click on the Call Control link to display a window similar to the one shown below:
Figure 9-2 Account Codes Page
The top portion of the Account Codes page offers you two options for filtering the
account codes list. When you have defined one or both of these filters, click Apply.
To save your filter, click Save Filter. Clicking Clear clears both fields.
The filtering options are:
By Name: You can filter the list by the name given to the account codes. Enter
partial account names to return a list of all accounts beginning with matching
characters.
By Account Code: You can filter the list by account code. Enter partial account
codes to return a list of all accounts beginning with matching digits.
The bottom portion of the Account Codes page lists the current account codes and
allows you to create and delete account codes. To delete an account code, click the
check box to the left of the account code and click Delete.
Step 4 Click on the New button. A window appears, as shown in Figure 9-3, that allows
you to enter the name and code of a new account.
Figure 9-3 Account Code Info dialog box
Step 5 Enter a name for the account code in the Name field.
196
Step 6 Enter an account code in the Account Code field. Account codes can be any length
to a maximum of 15 digits. You can use prefixes to group account codes. For
example, the account codes 1234 and 12345 can coexist. If your system will
contain more than 50,000 account codes, you can enter a string of wildcard
characters (a question mark) in place of the DTMF digits.
Up to 15 wildcard characters can be entered in an account code, but if all of the
account codes in your organization have 6 digits, then you should enter 6
wildcards in this field. A single account code cannot contain a mix of digits and
wildcard characters.
Step 7 Click Save to create the account. To create another account, click Next.
Step 8 Click Close to exit the Account Code Info dialog box.
Account codes are enabled on the basis of user groups. For more information, see Section
10.3 on page 270.
9.3 Multi-site Account Codes

Many organizations need to track calls made to clients so that they can bill the clients for
the time they spend on the call. The Multi-site Account Codes feature allows the ShoreTel
Headquarters server, a Distributed Voicemail Server, or a ShoreGear Voicemail Switch to
validate account codes. This feature benefits customers by distributing the processing of
the account code validation load thus eliminating any single point of failure for account
codes validation. Account Codes is an easy to use tool that helps businesses identify and
invoice for client calls.
Account code validation is performed by the Headquarters server by default. Outbound
external calls are redirected to the Headquarters server for account code validation. Once
the account code is validated, the call is redirected to the originally dialed external number.
The Multi-site Account Codes feature adds the capability of allowing a Distributed
Voicemail Server or ShoreGear Voicemail Switch to validate account codes. In addition, if
the Distributed Voice Server or ShoreGear Voicemail Switch is unavailable, the Account
Code validation will migrate to another ShoreWare Server or ShoreGear Voicemail Switch
according the site hierarchy. This allows account code validation to be more reliable in a
multi-site environment.
9.3.1.1 Configuring Multi-site Account Codes
To successfully configure your ShoreTel system with Multi-site Account Codes, you
must complete the following configuration activity:
Change the System-wide Account Code Extension
Change the Account Codes Local Extension for the Headquarters Server
Add the Account Codes Local Extension to the Distributed Voicemail Server
Add the Account Code Local Extension to the ShoreGear Voicemail Switch
ShoreTel 11.1 197

9.3.2 Usage
To use Account Codes, a person picks up the phone and dials an external number. The call
is redirected to a ShoreWare Server or ShoreGear Voicemail Switch and they are prompted
to enter an account code. The person enters the account code and presses the # key. If the
user enters a valid account code, the call is recorded in the database and redirected to the
external destination. Then ShoreTel system administrator can then run Account Code
reports to show the time, date and length of the call.
If the person repeatedly dials an incorrect account code, and the ShoreTel system
administrator has configured the callers User Group such that it is mandatory to enter an
account code (Forced), the call will be dropped.
If the person repeatedly dials an incorrect account code, and the ShoreTel system
administrator has configured the callers User Group such that it is optional to enter an
account code (Optional), the call will be proceed to the external number, but it will not be
recorded in the database and made available to Account Code reports.
9.3.3 Configuring Multi-site Account Codes

9.3.3.1 Changing the System-wide Account Code Extension
The System-wide Account Code Extension is populated by default when the ShoreWare
software is installed on the Headquarters server. If the system-wide Account Code
Extension conflicts with the existing customer dial plan, the administrator can change the
Account Code Extension.
To change the System-wide Account Code Extension, follow these steps:
Step 2 Click on the System Parameter link.
Step 3 Click on the Systems Extensions link to display the System Extensions edit page.
Step 4 Change the extension in the Account Code Extension field in the Account Codes
section of the edit page.
Step 5 Click on the Save button to save your changes.
198
Figure 9-4 System-wide Account Code Extension
9.3.3.2 Changing the Account Code Local Extension for the Headquarters Server
The Account Code Local Extension is populated by default for the Headquarters Server
only.
To change the Account Code Local Extension for the Headquarters server, follow these
steps:
Step 2 Click on the Applications Servers link to display the Application Servers List.
Step 3 Select the Headquarters Server from the list to display the Edit Server page.
Step 4 Change the extension in the Account Code Local Extension field.
ShoreTel 11.1 199

Figure 9-5 Account Code Local Extension - Headquarters Server
9.3.3.3 Adding the Account Code Local Extension to the Distributed Voicemail
Server
The Account Code Local Extension is not populated by default for Distributed Voicemail
Servers. The administrator must manually enter the extension.
To add the Account Code Local Extension to a Distributed Voicemail Server, follow these
steps:
Step 2 Click on the Applications Servers link to display the Application Servers List.
Step 3 Select the Distributed Voicemail Server from the list to display the Edit Server page.
Step 4 Add the extension in the Account Code Local Extension field.
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Figure 9-6 Account Code Local Extension - Distributed Voicemail Servers
9.3.3.4 Adding the Account Code Local Extension to the ShoreGear Voicemail
Switch
The Account Code Local Extension is not populated by default for Voicemail Switches. The
administrator must manually enter the extension. To add the Account Code Local
Extension for a ShoreGear Voicemail Switch, follow these steps:
Step 2 Click on the Applications Servers link to display the Application Servers list.
Step 3 Select the ShoreGear Voicemail Switch from the list to display the Edit Server page.
Step 4 Add the extension in the Account Code Local Extension field.
ShoreTel 11.1 201

Figure 9-7 Account Code Local Extension - Voicemail Switch
Additional Configuration Requirements

Once the system has been configured to validate account codes, the ShoreTel system
administrator must restrict the users call permissions so that outbound external calls are
not permitted.
9.4 Bridged Call Appearances

A Bridged Call Appearance (BCA) is an extension that is shared among multiple users. A
BCA is characterized by an extension number and its call stack depth. The extension
number defines the method of contacting BCA users. The call stack depth specifies the
number of call that can simultaneously reside on the BCA. The maximum BCA stack size is
24. Bridged Call Appearances are configured by the system administrator.
Each BCA is assigned to a switch and do not require a user license. BCAs support call
handling but are not controlled by schedules.
Users answer BCA calls by pressing a ShorePhone button that is assigned to an existing
BCA call stack position. Calls to a BCA occupy distinct call appearances and are identified
by their position in the call stack. ShorePhone buttons that answer calls are configured to
handle calls to a specific call stack position of a BCA. A button can be programmed for each
position in the call stack.
Example: The system administrator configures a BCA with an extension of 118 and a call
stack depth of 3. The ShorePhones of three users are configured to handle calls to the
BCA as follows:
User One has one button that answers calls from Stack Position #1.
User Two has one button that answers calls from Stack Position #2.
202
User Three has three buttons configured to answer BCA calls – the first button
answers calls to Stack Position #1, the second button answers calls to Stack
Position #2, and the third button answers calls to Stack Position #3.
The first incoming call to the BCA arrives on Stack Position #1. User Two cannot
answer this call. A second call to the BCA will arrive on Stack Position #2 if the first call
is still active. User One cannot answer that call. User Three is the only user that can
answer calls that arrive on Stack Position #3.
When a call stack position on a BCA receives a call, all buttons configured for that stack
position indicated an incoming call. When the call is answered, the LED on the phone of
the person that answered the call becomes solid green while the other BCA stack buttons
are red.
Users place calls through a BCA by pressing a programmed ShorePhone button. The LED
on the outbound caller's phone becomes solid green, and the buttons associated with the
BCA stack position on all other phones become solid red. If the call is placed on hold, the
buttons associated with LEDs on all phones indicate a call on hold.
Pressing the top-most BCA custom button for outbound calls does not necessarily access
trunk 1. There is no one-to-one correlation between the custom buttons programmed for
BCA extensions and a particular trunk. Trunks can be associated with BCA extensions in
any random manner desired by the system administrator.
A caller ID number can be associated with a BCA. The following rules determine which
caller ID number is displayed for outbound BCA calls:
Outbound to an internal extension – the name and number of the user that initiated the
BCA call is sent. If the user is a “private”, the caller-id is blank.
Outbound to an external number – the system sends the first number in the following
list that is available:
— Outbound caller-id number assigned to the BCA
— DID number assigned to the BCA
— External identification or caller-id number of the user initiating the BCA call
Outbound to an external emergency number (such as 911) – the emergency
identification or the user’s CESID number is sent.
The system can be configured to display caller ID on inbound calls, in addition to enabling,
disabling, or delaying inbound call ringing.
9.4.1 Switch Support for Bridged Call Appearances

ShoreGear 1-U Half Width and 1-U Full Width voice switches support BCAs, with the
following limits:
Up to 24 BCA extensions can be configured per switch
Up to 128 BCA extensions (on other switches) can be monitored.
A maximum of 32 phones can be configured to point to the same BCA extension.
9.4.2 Configuring BCA Parameters

You configure BCAs from the Edit Call Appearance window, as shown in Figure 9-8. The
following is a description of BCA parameters:
Name: This field specifies the label by which other Director panels and ShoreWare
devices identify the BCA.
ShoreTel 11.1 203

Figure 9-8 Configuring details associated with new BCA
Extension: This field specifies the extension through which the BCA receives inbound
call.
Backup Extension: This field specifies the extension that receives calls to the BCA
when the switch that supports the BCA is out of service.
When using another BCA as the Backup Extension, the two BCAs and the must be
assigned different switches.
DID: This field specifies the DID number assigned to the BCA.
Refer to Section 7.2.3.2 on page 148 for additional information about DID numbers
and ranges.
DNIS: This field specifies the DNIS information sent on outbound BCA calls.
Outbound Caller ID: This field specifies the Caller ID number that the system sends on
outbound BCA calls.
Include in System Dial By Name Directory: When this parameter is enabled, the BCA
extension is available through ShorePhone display by pressing the Directory button.
Make Number Private: This parameter designates the BCA extension as Private, as
described in Section 12.1 on page 339.
Switch: This field specifies the ShoreGear switch to which the BCA is assigned.
Call Stack Depth: This field specifies the number of calls that the BCA can
simultaneously handle.
No Answer Number of Rings: This field specifies the No Answer condition for a call to
a BCA.
Call Forward Destination: These fields specify the recipient of unanswered inbound
calls.
— Call Stack Full: This number receives calls that are unanswered when the BCA is
handling the number of call specified by the call stack depth setting.
204
— No Answer: This number receives calls that are unanswered after the number of
rings specified by the No Answer Number of Rings setting.
To create a new, or edit an existing Bridged Call Appearance:
Step 1 Open the Bridge Call Appearance List window in ShoreWare Director by selecting
Administration -> Call Control -> Bridged Call Appearances from the Main Menu.
Figure 9-9 displays the Bridged Call Appearances List window:
Figure 9-9 Setting up a new BCA
Step 2 Open the Edit Bridged Call Appearances window by either clicking the name of an
existing BCA or click the New button.
Figure 9-8 displays the Edit Bridged Call Appearances window.
Step 3 Enter the required information
9.4.3 Configuring Answer Options

Users answer BCA calls by pressing IP Phone Buttons, which are configured to answer calls
to a specific stack position of an BCA extension. IP Phone Buttons can also be configured
such that a BCA call is answered when the user lifts the handset or presses either the
speaker or headset buttons. The Program IP Phone Buttons panel, shown in Figure 9-10,
programs an IP Phone button to answer a BCA call.
Figure 9-10 Programming an IP Phone button to answer BCA Calls
BCA parameters that are configured when configuring an IP Phone button include:
ShoreTel 11.1 205

Extension: This parameter specifies the BCA for which the button answers calls.
Call Stack Position: This parameter specifies the individual calls to the BCA extension
that the IP Phone Button can access.
Ring Delay Before Alert: This parameter specifies the period that an inbound call is
present on the IP Phone button before the phone plays an audio alert. Valid settings
include:
— None: The phone plays an audio alert on the first ring.
— 1, 2, 3, or 4: The phone begins playing the audio alert after the specified number of
rings.
— Don’t Ring: The phone never plays the audio alert.
Show Caller ID on Monitored Extensions: These options control the information that
the phone user can see about the inbound call.
Enable Auto-Answer when Alerting: When this option is selected, the Inbound BCA
Call is answered by pressing the IP Phone button, taking the handset off-hook, pressing
the speaker button, pressing the headset button, hook-flashing, or by pressing a unused
Call Appearance button.
When this option is not selected, the inbound BCA call is answered by pressing the IP
Phone button programmed for the BCA or by pressing the Answer button.
No Connected Call Action: These radio buttons programs the phone’s ringdown
behavior. Refer to Section 9.15.3.1 on page 251 for more information about configuring
Ringdown.
— Answer Only: Select this option to disable ringdown
— Dial Tone: Select this option to configure the phone as the recipient on a ringdown
circuit.
— Dial Extension: Select this option to configure the button as the initiating end of a
ringdown circuit when the recipient is an IP phone located on the ShoreWare
network.
— Dial External: Select this option to configure the button as the calling end of a
ringdown circuit when the recipient is a device not located on the ShoreWare
network.
To access the IP Phone Buttons panel, perform the following:
Step 1 Select Administration -> Users -> Individual Users from the Director menu.
Step 2 Select the desired user on the Individual Users list.
Step 3 Select Personal Options on the panel bar at the top of the window.
Step 4 Select Program IP Phone buttons, located in the middle of the panel.
9.5 Bridged Call Appearance Conferencing

Bridged Call Appearances are considered "private" by default. This means that a BCA user
with a call in progress cannot be joined by other BCA users on the same extension. The
BCA Conferencing with Privacy Release feature can be used to enable conferenced BCA by
default and override the privacy feature inherent in a BCA call.
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The Bridged Call Appearance Conferencing with Privacy Release feature allows users to
join a bridged call already in progress by pressing a BCA programmed phone button. BCA
conferencing feature is only available on ShoreTel ShorePhones and is not enabled for
toolbar buttons on ShoreTel Call Manager. Each party on the bridged conference call uses a
Make Me Conference port on the ShoreGear switch.
When a call is made to the BCA line, the BCA button programmed on the phone is lit green
as soon as the user answers the BCA call. Other BCA users will see either an orange or red
BCA button. If the button is orange, the BCA user can press on the orange BCA button to
join the BCA call in progress. If the button is red, a user is not allowed to join the active
BCA call.
Figure 9-11 shows a customer calling into the BCA line. Once the call is answered the BCA
button is solid green.
Figure 9-11 Bridged Call Appearance Call
ShoreTel 11.1 207

Additional users can join the active BCA call by pressing the orange BCA button on their
phones. The BCA button will turn green and users can join the BCA conference call. Figure
9-12 shows the results of additional users successfully joining the active BCA call. Note
that in Figure 9-8 the customer is connected directly to the original BCA users ShorePhone.
Once the first additional BCA user is added to the call, each ShorePhone is transferred to a
ShoreGear switch with available Make Me Conference ports that directly connects each
additional BCA user.
Figure 9-12 Bridged Call Appearance - Conference Call
9.5.1 Answering and Joining the BCA Call

When a new call comes into the BCA line, the color of the BCA button indicates if the BCA
call is ringing, has been answered, is private or will allow conferencing. When the BCA line
is ringing, the BCA button programmed on each ShorePhone shows a flashing green color.
The first user that picks up the line sees a solid green button labeled for the BCA. The other
users of the BCA see either an orange or red button. If the button is orange, press the
button to attempt to join the call. If enough Make Me Conference ports are available and
the maximum number of allowed conferenced parties has not been reached, the user will
be added to the active bridged call. If the BCA button is red and the user presses the button,
an error message on the phone display and will not be able to join the conference call.
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On the IP230 ShorePhone a slightly different color pattern is displayed for BCA operations.
Refer to Table 5 for more details on the ShorePhone LED colors for Bridged Call
Appearances.
9.5.2 Changing the Privacy State of the BCA Call

To change the privacy state of an active BCA call, press on the Lock/Unlock softkey on
ShorePhone. The text above the softkey describes the action to be applied to the active call.
The softkey text label is a toggle between Lock/Unlock. For example, to make the call
private, the user should press on the button labeled Lock. To make the call available for
conferencing, the user presses the button labeled Unlock.
To configure a Bridged Call Appearance line to use the Conferencing and Privacy features,
follow these steps:
Step 2 Click on the Call Control link.
Step 3 Click on the Bridged Call Appearances link to display the list of existing
BridgedCall Appearances.
Figure 9-13 Bridge Call Appearances List
Step 4 Click on the New button to create a new Bridged Call Appearance or click on
anexisting Bridged Call Appearance to modify its parameters.
ShoreTel 11.1 209

Step 5 Edit the Bridged Call Appearances fields per the following descriptions of the
Bridged Call Appearances fields.
Figure 9-14 Bridged Call Appearance Panel
Field Description
Allow Bridged Conferencing Enables the BCA conferencing feature.
Default Privacy Setting Sets the default privacy setting for active BCAcalls.
Other Parties Can't Join This setting designates that privacy is initially enabled for active
BCA calls. Other users of the BCA are restricted from joining
the active call. This is the default behavior.
Other Parties Can Join This setting designates that the privacy feature is not initially
enabled for active BCA calls. Other users of the BCA are
allowed to join the active call.
Table 9-2 Allow Bridged Conferencing Fields
210
Step 7 Assign the BCA to the appropriate ShorePhones. Refer to Configuring Answer
Options for more information on assigning the BCA to a ShorePhone button.
Step 8 Configure the appropriate number of Make Me Conference ports on a

ShoreGear switch that is available to the site. Refer to Switch Parameters for
more information on configuring Make Me Conference ports.
9.6 Shared Call Appearance

Shared Call Appearance is a ShoreTel client feature that establishes common Bridged Call
Appearance between a user (executive) and at least one other user (assistant). A Shared
Call Appearance is typically established to allow one or more assistants to manage inbound
calls and initiate outbound calls for an executive.
Shared Call Appearances are supported on all ShoreGear switches and all ShorePhones that
have programmable buttons.
9.6.1 Shared Call Appearance Components

9.6.1.1 Executive Extension
The executive extension is a ShoreTel extension that is configured for Shared Call
Appearance. All call appearances of the executive extension are converted into associated
Bridged Call Appearances (aBCA); calls to the executive extension are routed to the
extension of the corresponding aBCA.
When a executive extension is routed to a phone that does not have programmable
buttons, the executive extension is handled as a normal extension. The extension behavior
reverts back to that of an Executive Extension when extension calls are routed to a phone
with programmable buttons.
To convert an extension to a executive extension
Step 1 Open the Edit User panel of the desired user by selecting Administration ->
Users -> Individual Users from the Director Main Menu, then click the name of
the desired user.
Step 2 Select Shared Call Appearances, as shown in Figure 9-15.

Director autofills the Associated BCA field. This field specifies the extension of
the aBCA associated with the executive extension.
ShoreTel 11.1 211

Figure 9-15EEdit Panel – Executive Bridged Call Appearances
Step 3 Enter the desired number for the aBCA in the Associated BCA field.
This step can be skipped if the autofill entry is acceptable. This field cannot be
edited after the initial configuration.
Step 4 Press the Save button at the top of the Edit User panel.
When a new call is placed from executive's PCM the existing active calls will be locally held
and not parked back on aBCA. However if the new call is placed from the phone, then the
existing active call will be parked back on aBCA.
Clearing the Shared Call Appearances checkbox reverts the executive extension to a
normal extension and deletes the aBCAs associated with the extension.
9.6.1.2 Associated Bridge Call Appearance

An Associated Bridged Call Appearance (aBCA) is a bridged call appearance that is
associated to a Executive Extension. Associated Bridged Call Appearances differ from other
BCAs as follows:
• aBCAs are not editable from the Bridged Call Appearance Director panel. aBCA
settings and parameters are configured from the user’s Edit User panel.
• aBCAs are created when a ShoreTel extension is converted to a executive extension.
• To create a executive extension, open the Edit User panel for the desired user and
select the Share Call Appearances option. The number listed in the Associated BCA
field specifies the extension of the aBCA.
212
• aBCAs are deleted if the associated executive extension is reverted to a normal

extension.
To revert a executive extension to a normal extension, clear the Shared Call Appearance
option on the Edit User panel.
Placing a executive extension call on hold parks the call on the aBCA. Held calls on a
executive extension can be viewed from the PCM Bridged Call Appearance Monitor or
from IP Phone display.
NOTE: If there are any secretaries that are monitoring Executive' aBCA the
dependencies shall be removed before you can clear Share CallAppearances check box.
Associated BCA settings are viewed from a Bridged Call Appearance edit panel, as shown in
Figure 9-16. This panel is read only for aBCA. Parameters can be modified from the edit
panel of the associated user. The No Answer Number of Rings and Call Forward Destination
parameters reflect the initial state of these values and, depending on the activity of the user,
may not indicate the current state of these parameters.
aBCA is only hidden in the phone directory list so that users don't accidently call aBCA
instead of executive. However, like any normal BCA, administrators can configure aBCA as
the destination of a trunk group or target extension of a programmable button function. Its
up to administrator’s discretion how to use aBCA.
Figure 9-16 Edit Panel – Executive Bridged Call Appearances
ShoreTel 11.1 213

The following procedure opens the aBCA edit panel:
Step 1 In Director, open the Bridged Call Appearance List panel of the desired user.
Step a: Select Administration -> Call Control -> Bridged Call Appearances from the
Director Main Menu.
Step b: Click the aBCA associated with the desired user. aBCA names have the form
<first name>_<last name>_<extension>, where
— first name is the first name of the user
— last name is the last name of the user
— extension is the user’s extension number
Step 2 Open the edit panel for the aBCA, as shown in Figure 9-16, by clicking the
name of the desired aBCA on the Bridged Call Appearance List panel.
When the Edit panel of an aBCA opens, Director displays a warning that the
BCA is a Shared Bridged Call Appearance and cannot be modified.
9.6.1.3 Assistant Users

Assistant users require no additional configuration, other than the assignment of ShoreTel
Communicator or IP Phone programmable buttons to monitor the Executive Extension
aBCAs.
9.6.1.4 Hotline
A hotline is a bi-directional ringdown circuit accessed through IP Phone or ShoreTel
Communicator buttons. A hotline call is initiated by pressing the assigned button. Hotline
calls can be configured as speed dial or intercom calls.
A Hotline circuit can be implemented between an executive and assistant to communicate
call status on the executive’s aBCA. To land a call on hotline button as intercom or speed
dial, its required that both the parties have a hotline program button. If not the call will be
offered as normal call.
Hotline calls and Extension Monitor calls to an Executive extension that are picked up are
not bridged. Refer to the Hotline section for configuration information.
NOTE: Hotline intercom calls will use a user's intercom permissions. Hence same rules
that apply to regular intercom calls apply to hotline-intercom calls.
9.6.1.5 Programmable Buttons

Executives and Assistant users access aBCAs and the hotline circuit from ShoreTel
Communicator or ShorePhones through programmable buttons configured for Bridged
Call Appearances. Buttons for Executive Extensions are not configurable as Call
Appearances.
Refer to the ShoreTel Administrator Guide for information about programmable buttons.
9.6.1.6 Bridged Call Appearance Monitor

The Bridged Call Appearance Monitor is a ShoreTel Communicator window that displays
all Bridged Call Appearances accessible to the user’s extension through all devices assigned
to the user. The BCA Monitor consolidates all of a user’s aBCA activity into a single panel.
The Bridged Call Appearance Monitor is only available through Operator ShoreTel
Communicator.
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9.6.2 Using Shared Call Appearance

A typical Shared Call Appearance application includes a Hotline circuit between an
executive and an assistant. The hotline circuit is used by the assistant to relay the status of
calls requiring the executive’s attention.
The following sections describe the set up and performance of Shared Call Appearance and
Hotline circuits for this typical scenario.
9.6.2.1 Configuring Shared Call Appearance

Setting up a Shared Call Appearance – Hotline connection between a executive extension
(executive) and an assistant user requires the following steps:
Step 1 Convert the executive’s extension to a Executive Extension, as described in

Executive Extension section on page 211. This step configures the executive’s
Call Appearances as aBCAs.
Step 2 Configure the executive’s ShorePhone or ShoreTel Communicator to access the

hotline circuit. Refer to the Hotline section for configuration details.
Step 3 Configure the Assistant user to access the aBCA associated with the executive
extension
Step 4 Configure the Assistant user’s ShorePhone or ShoreTel Communicator to access

the hotline circuit. Refer to the Hotline section for configuration details.
9.6.3 Shared Call Appearance Inbound and Outbound Calls

9.6.3.1 Inbound Calls
The following scenario describes a typical process of receiving calls for an executive by an
assistant through Shared Call Appearances.
Step 1 The inbound call flashes an aBCA indicator on the assistant’s and executive’s
calling devices – ShorePhone or ShoreTel Communicator.
The executive can answer the call at this time and eliminate the assistant’s role.
Step 2 The assistant user answers the call that is flashing on the aBCA button and
determines the caller’s name and purpose.
Step 3 The assistant user places the call on hold.

NOTE: Executive call timer gets reset if Executive puts call on hold.
Step 4 The assistant user presses the hotline button to call the executive.
Step 5 The assistant user advises the executive of the call in progress and provides
instructions on picking up the call.
Step 6 The executive picks up the held call by pressing the aBCA button, as instructed
by the assistant.
NOTE: Internal users calling executive will see aBCA's number called party
ID while the call is ringing and actual executive number after the call is
connected.
ShoreTel 11.1 215

9.6.3.2 Outbound Calls

The following scenario describes a typical process of setting up a call for an executive by an
assistant through Shared Call Appearance.
Step 1 The assistant user accesses an aBCA associated with the executive extension by
pressing an appropriate IP Phone or ShoreTel Communicator button.
NOTE: The called party will see the executive's bBCA or the assistant’s
aBCA's caller ID based on the BCA Caller ID registry setting.
Step 2 The assistant user calls the recipient and prepares the recipient for the
executive’s call.
Step 3 The assistant user places the call on hold.
Step 4 The assistant user presses the hotline button to call the executive.
Step 5 The assistant user advises the executive of the call in progress and provides
instructions on picking up the call.
Step 6 The executive picks up the held call by pressing the aBCA button, as instructed
by the assistant.
NOTE: An executive extension’s redial list shows only outbound calls.
9.6.4 Using Blind Conference with Shared Call Appearance

Scenario 1
In this scenario the executive is currently on a call with party one. The assistant receives a
call from a second party. The assistant determines that the executive is on a call and wants
to have the second party join the Executive's call. Using the assistant blind transfer, the
Assistant calls Executive on hotline to tell the Executive that the second party is on the line
and ready to join the call. The hotline call ends and the Executive is connected back to
Party and the Assistant is connected back to Party two. The Assistant then initiates a
conference and selects executive's call into which Party two needs to join. Once the
conference connection is completed, Parties one and two will be in the same call.
NOTE: 6-way conference is currently possible from the Executive phone, but only 3-way
conferencing is possible from the Assistant’s phone.
Scenario 2
In this scenario executive hotlines the assistant and asks him or her to bring party two into
the call and then the executive gets back on the line with party1. Then the assistant calls
party two, hotlines the executive to tell him that party two is ready to join and then joins
party two by initiating a blind conference and then selecting the executive’s line.
NOTE: The assistant joins the second party into the executive call by initiating a blind
conference then specify the number or extension and then select options for for blind or
consultative conference. The executive’s line LED will be RED as designed.
NOTE: Assistant cannot join a party into a executive’s line if the executive is already on
a 3-party call on that line.
216
9.7 Silent Coach

Silent Coach is a ShoreTel client feature that allows a user to intervene in another user’s
active call and communicate with that user. The initiator can speak to the specified user
and listen to all other call participants. The specified user is the only call participant that
can hear the initiator. A Telephony Class of Service assigns Silent Coach rights. Silent
Coach can be initiated through various ShorePhone models or through ShoreTel
Communicator.
This feature also provides the capability for the initiator to switch between Silent Monitor,
Barge In, and Silent Coach functions for the same call.
The right to perform Silent Coach is set by the system administrator. The system
administrator also designates users whose calls can be monitored.
Silent Coach sessions can be initiated through ShorePhone or ShoreTel Communicator
programmable buttons, ShoreTel Communicator menu options, and star code calls from
other calling devices.
Users initiating a Silent Coach session can change the session to a Silent Monitor or Barge
In session. Silent Monitor sessions can be changed into a Silent Coach sessions.
The user that receives a Silent Coach session can place the original call on hold to engage in
a two-way conversation with the Silent Coach initiator. At the end of this conversation, the
user can resume or terminate the original call.
NOTE: The following devices do not support session transitions, coach consulting, and
coach resumption.
all analog phones
IP110
IP210
Silent Coach cannot be initiated with users that are on conference calls.
Calls upon which Silent Coach is active and cannot be transferred or converted to a
conference call.
Silent Coach is not available on SIP extensions or over SIP phones trunks.
The recipient cannot record calls while Silent Coach is active.
9.7.1 Configuring Silent Coach Permissions

Silent Coach access is controlled through Telephony CoS settings. Permissions for
monitoring calls and for having calls monitored are configured through the Silent Monitor
/ Silent Coach option on the Telephony Class of Service Edit panel, as shown in Figure 9-
11.
To configure Silent Coach for a Telephony Class of Service:
Step 1 Open a Telephony Class of Service panel for the desired service class:
Step a: Select Administrator -> Users -> Class of Service on the Main Menu.
Step b: Click the name of the desired Telephony Features Permissions CoS.
Step 2 Select the following Silent Monitor options for users assigned to the Class of
Service:
Enable users assigned to the CoS to monitor calls by marking the Allow
Initiation checkbox in the Silent Monitor / Silent Coach Other’s Calls row.
ShoreTel 11.1 217

Figure 9-17 Class of Service Setting – Silent Coach
Determine the users that can monitor users assigned to the CoS by selecting a
radio button right of the Accept: text.
Valid options include None, All, and From Only. Selecting From Only activates
the data entry field that specifies the user that can silently monitor calls of
users assigned to the CoS.
Step 3 Click the Save button to save your changes.
9.7.2 Enabling the Silent Coach Warning Tone

ShoreWare provides an option for playing a Silent Coach Warning Tone to all call
participants when a Silent Coach session is initiated and if the Silent Coach Warning Tone
option is enabled. The Warning Tone setting applies to all Silent Coach sessions on the
system.When a user transitions between Silent Coach and Silent monitor, the warning
tones start/stop are based on the silent coach or silent monitor warning tone setting.
To enable the Silent Coach Warning Tone option:
Step 1 Open the Call Control Options Edit panel, as shown in Figure 9-18, by
selecting Administration -> Call Control -> Options on the Director Main Menu.
Step 2 Mark the Enable Silent Coach Warning Tone option.
218
Figure 9-18 Enabling the Silent Coach Warning Tone
9.7.3 Configuring Silent Coach buttons

ShorePhone and ShoreTel Communicator programmable buttons can be configured to
initiate a Silent Coach session with a specific user or to query the caller for a Silent Coach
destination. The configuration processes for ShorePhone and ShoreTel Communicator
programmable buttons are almost identical.
To configure an IP Phone button to initiate Silent Coach:
Step 1 Open a user’s IP Programmable Button panel for the desired user:
Step a: Select Administrator -> Users -> Individual Users on the Main Menu.
Step b: Open the Edit User panel by clicking the name of the desired user.
Step c: Select Personal Options at the top of the panel.
Step d: Click IP Phone Buttons.
Figure 9-19 displays the IP Phone Buttons configuration panel.
Step 2 Select Silent Coach from the Function drop-down menu of a selected button.
Step 3 Enter the button label in the Label field.
Step 4 To program the button to monitor the calls of a specific user, enter the user’s
extension in the Extension field.
If this field is left blank, pressing the IP Phone button queries the initiator to enter
a number in the Telephone User Interface before the session begins.
Step 5 Click Save to store panel changes.
ShoreTel 11.1 219

Figure 9-19 Programming IP Phone Button – Silent Coach
9.7.4 Performing Silent Coach Operations

Silent Coach is initiated from the following:
ShoreTel Communicator programmable button
ShoreTel Communicator menu option
ShorePhone programmable button
• Any phone by pressing the code *22, then entering the target extension.
9.7.4.1 Initiating Silent Coach Operations with ShoreTel Communicator

ShoreTel Communicator supports two methods of initiating Silent Coach operations – from
menu options and by pressing a toolbar button.
To perform a Silent Coach from a ShoreTel Communicator Menu:
Step 1 Perform one of the following:

Click the Application Button, then select Dial -> Silent Coach.
Select Dial -> Silent Coach from the main menu.
Right click the System Tray ShoreTel icon select Dial -> Silent Coach.
ShoreTel Communicator displays the Silent Coach dialog box, as shown in Figure
9-20.
Step 2 Enter an extension or select an item from the drop-down list.
Step 3 Click the Silent Coach button at the bottom of the panel.
To perform a Silent Coach from a ShoreTel Communicator toolbar button:
Step 1 Press the programmable Silent Coach button, as shown in Figure 9-21.
If the button specifies a Silent Coach recipient, the system immediately initiates a
Silent Coach session with that user. Skip the remaining steps.
220
Figure 9-20 Silent Coach Dialog box
If the button does not specify a Silent Coach recipient, ShoreTel Communicator
displays the Silent Coach dialog box. In this case, continue to the next step.
Step 2 Enter an extension or select from the drop-down list.
Step 3 Click the Silent Coach button.
To transition a Silent Coach session into a Silent Monitor or Barge In session, perform
one of the following:
• Right click the call cell and select the desired session type on the context menu.
Figure 9-21 displays the context menu during a Silent Monitor Session.
• If available, press the Monitor or Barge In programmable button.
Figure 9-21 displays Silent Monitor, Silent Coach, and Barge In programmable
buttons.
The same process transitions a Silent Monitor session into a Silent Coach session.
9.7.4.2 Initiating Silent Coach Operations with ShoreTel IP Phones

To perform a Silent Coach from a ShorePhone programmable button, press the Silent
Coach button.
If the button specifies a Silent Coach recipient, the system immediately initiates a
Silent Coach session with that user. Disregard the remaining steps.
If the button does not specify a Silent Coach recipient, enter the recipient’s name or
number in the Telephone User Interface.
ShoreTel Communicator displays the Silent Coach dialog box. In this case, continue to
the next step.
ShoreTel 11.1 221

Figure 9-21 ShoreTel Communicator – Silent Coach session
To perform a Silent Coach from any system phone,

Enter the *22 code, followed by the number of the target extension.
ShoreTel phones display softphone options while a Silent Monitor option is active. Figure
9-22 displays the ShorePhone 560 Telephone User Interface for a user that initiated a Silent
Coach session.
Figure 9-22IP Phone User Interface – Silent Coach initiator
222
Softkey options available to the Silent Coach initiator:

SilMon: Transitions the session into a Silent Monitor session
Barge: Transitions the session into a Barge In call.
Show: Displays all call participants in the Telephone User Interface
Hangup: Terminates the Silent Monitor session.
Softkey options available to the Silent Coach recipient:

Consul: Places the active call on hold and establishes a two-way voice path
between with the Silent Coach initiator.
While the recipient consults with the initiator, soft key options include:
— Resume: Restarts the recipient’s original call.
— Show: Displays all call participants.
— HangUp: Terminates the call.
Show: Displays all call participants in the Telephone User Interface.
Hangup: Terminates the Silent Monitor session.
9.8 Hunt Groups

The Hunt Groups list page is shown in Figure 9-23.
Figure 9-23 Hunt Groups List panel
Clicking on a group name shows the details for the hunt group, as shown in Figure 9-24 in
the Hunt Groups edit page.
Hunt groups allow a call to be offered to a limited set of user extensions with no reporting,
queuing, sophisticated schedules, log-in, log-out, or wrap-up states. Each hunt group is
composed of an ordered list of no more than 16 users. A maximum of 8 hunt groups
totalling no more than 16 members can be assigned to a single switch. If your requirements
more complex, you should use workgroups.
Rather than being reliant on the Headquarters Server, a hunt group can be assigned to the
switch closest to the agents and/or trunks associated with it. The switch controls the
hunting, with no dependency upon the server. Hunt Groups have an extension number
and, optionally, can also have a DID and/or DNIS number. They can be call forward
extensions for users, workgroups, route points, personal assistants, site fax redirect
extensions, site operator extensions, and the target for trunk groups. They are also allowed
as the backup destination for workgroups and route points. This can be useful to allow
some basic call handling when the workgroup server is not reachable.
The caller ID displayed for a hunt call is the external caller’s ID.
ShoreTel 11.1 223

Figure 9-24 Configuring Hunt Groups
A user may belong to more than one hunt group. In addition, a user assigned to a
workgroup may also be assigned to hunt groups. Each call is hunted as a new call; that is, if
the hunt mode is top down, each new call begins hunting from the top of the list. In this
case, the person at the top of the list will get most of the calls.
Fields are defined as follows:

Name: This is the name of the hunt group. Each hunt group name must be unique.
This is a required field.
224
Extension: This is the extension number of the hunt group. Each hunt group extension
must be unique.
Backup Extension: This is the backup extension of the hunt group. If the hunt group is
unreachable or the switch is down, calls can be directed to this extension. A backup
extension may be another hunt group, a workgroup, a route point, or a user.
DID: You can assign one DID number to a hunt group.
Check the first box to select DID. Make a selection from the drop-down list of area
codes. This is an optional field.
and ranges.
DNIS: The Edit DNIS Map button invokes the Select DNIS Trunk Group dialog box.
This lets you select a trunk group for DNIS routing. Only trunk groups that are
configured for DNIS will be presented in the dialog box. You can assign multiple DNIS
numbers to a hunt group.
DNIS is typically used to route 800-number calls to a workgroup or application.
This is an optional field.
Include in System Dial By Name Directory: This check box includes the hunt group in
the auto-attendant dial-by-name directory. No name is recorded for a hunt group.
When a hunt group is chosen, the extension is announced by a generic message.
Make Number Private: This check box makes the hunt group extension private. When
the hunt group is private, it is not listed in the system directory and does not appear in
the Communicator dialing lists. See also Section 10.4 on page 272.
Switch: Select from the drop-down list of available switches. This is the switch that will
host the hunt group and do the hunting of calls
Call Stack Depth: This lets you specify the maximum number of simultaneous calls
that can be “stacked” on the hunt group extension. When this number is met,
additional inbound calls will be routed to the Busy Destination.
Default value is 8. Valid entries are 1 through 16.
See also Section 10.2.1 on page 261.
Distribution Pattern: Click either Top Down or Simultaneous. Top Down hunts
sequentially through the ordered list of group members. Simultaneous rings all group
members at the same time. The first to answer is presented with the call. The default is
Top Down.
Rings Per Member: The default is 2 rings. All group member extensions ring with the
same number of rings. If the phone is not answered, the hunt continues on to the next
group member.
ShoreTel 11.1 225

No Answer Number of Rings: The default is 6 rings. This value determines the number
of ring backs a caller will hear while the call is being hunted. Once this value is
exceeded, the call is sent to the No Answer Destination.
Call Member When Forwarding All Calls: Default is disabled. When enabled, even if a
group member’s call handling mode is Call Forward Always, the call is offered to the
member.
Skip Member if Already on a Call: Default is disabled. When enabled, even if a group
member’s call stack is not full, if the member’s phone is busy or currently being offered
a call, the new call is not offered to the member.
Busy Destination: An alternate call destination can be specified for calls to be sent
when all members of the hunt group are busy and the call stacks are full.
No Answer Destination: An alternate call destination should be specified for times
when no member answers a call. The hunt will continue until the No Answer Number
of Rings value is exceeded, after which callers are sent to this No Answer Destination.
On-Hours Schedule: From the drop-down list, select an on-hours schedule or None.
Selecting None causes all calls to be treated as if it is on-hours.
Holiday Schedule: From the drop-down list, select a holiday schedule or None.
Holidays are handled the same as off-hours.
Off-Hours/Holiday Destination: Each hunt group can have a call forward destination
for use during the off-hours state.
Current Call Handling Mode: You can configure several call handling modes for the
hunt group: On-Hours, Off-Hours, or Holiday. The default is On-Hours.
Consult Chapter 15, starting on page 395. This is an informational field.
Choose Members: Click a member name and then click Add to add a member to the
Hunt Group. Members can be removed and re-ordered, as well. This is useful since the
Hunt Group membership is an ordered list.
Note that you can use filters to sort available members into an order that makes your
selection process easiest for you.
9.8.1 Setting the Hunt Group to Busy

Users with correct permissions can set the hunt group to a busy state from the Switch
Maintenance page or from the telephone user interface by using a star code (*18) followed
by the hunt group extension. A confirmation prompt is played to confirm the state of the
hunt group following entry of the star code. The *18 code is used to place the hunt group
back into service, as well.
You can busy out the hunt group when all members are unavailable. Calls are then
forwarded to the Busy Destination. After a switch reboots, the hunt group is available, by
default.
Hunt Groups may also be busied out or returned to service from the Switch Maintenance
page. From the Maintenance Quick Look page, select the switch that handles the hunt
group, select a hunt group, and then change the busy state.
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9.9 Paging Groups

As an alternative to using an in-house paging system, you can broadcast a message over a
group of speakerphones with the Paging Groups feature. This feature allows a system
administrator to designate groups of extensions that can be paged by dialing a single
system extension and recording your message. This feature can be a cost-effective
alternative for environments that do not already have an overhead paging system installed.
For environments that have an overhead paging system, Paging Groups can target your
message to a select group of individuals within the organization while not exposing the
message to everyone in the building, as would happen with an overhead page.
9.9.1 Adding Overhead Paging to Paging Groups

A Paging Extension (i.e. the extension which, when dialed, sends a page announcement to
a site’s overhead paging system) can be included in a Paging Group. By merging a Paging
Extension within a Paging Group, you can broadcast a message to a select group of user
extensions AND send it to the overhead paging system at the same time. Adding multiple
Paging Extensions to an extension list provides the capability to simultaneously page the
overhead paging system of multiple sites.
Paging Group messages sent to an IP phone that is on-hook are announced on the
speaker of that IP phone. Pages sent to an IP phone or analog phone that is already on
a call are treated as a normal call.
Call handling does not apply to paging calls.
A maximum of 100 extensions can be paged at one time.
After receiving a request to play a paging message, the workgroup server introduces a
short pause to synchronize the audio across several phones. This pause (which can last
up to 6 seconds) allows calls to all affected extensions to connect to the server, after
which the server begins playing the message.
This pause synchronizes the audio paging across a group of devices, reducing the
chance of a cluster of phones playing the message at different times (which could create
a disconcerting echoing effect if the phones were within earshot of one another). Refer
to Product Bulletin 0200 on the ShoreCare website for more information.
9.9.2 Configuration
To specify who should be paged, create an extension list of paging user numbers. For
information about creating extension lists, refer to Section 10.6.4 on page 298. Users in the
extension list used as a paging group must belong to a user group that allows overhead
paging. As an alternative to calling the paging number, group paging is available from the
auto-attendant (for internal users) and can be used if this fulfills your paging needs. Group
paging is not available to external callers.
Paging groups are viewed, edited, or deleted on the Call Control Paging Groups list page.
Figure 9-25 Paging Groups List Page
ShoreTel 11.1 227

Select an existing group for editing or click New to add a new paging group. The Paging
Groups edit page is shown in Figure 9-26.
Figure 9-26 Edit Paging Group panel
The fields on the Paging Groups edit page are:

Name: This is the name of the paging group. Each paging group name must be unique.
Extension: This is the extension number of the paging group. Each paging group
extension must be unique. This is a required field.
Include in System Dial By Name Directory: This check box includes the paging group
in the auto-attendant dial-by-name directory. No name is recorded for a paging group.
When a paging group is chosen, the extension is announced by a generic message. This
is an optional field.
Make Number Private: This check box makes the paging group extension private.
When the paging group is private, it is not listed in the system directory and does not
appear in the Communicator dialing lists.
See also Section 10.4 on page 272. This is an optional field.
No Answer Number of Rings: The default is 2 rings. This is always used for analog
phones. It is used for IP phones if the phone is busy. This is a required field.
Extension List: Select the name of the extension list to be used as the paging group
from the drop-down list.
9.10 Multi-site Paging Groups

The distributed nature of business often requires that business tools available to employees
in the corporate headquarters also be available to remote office workers. One such business
tool is a paging system. Many businesses need to have a quick way to alert employees that a
customer needs assistance or that a call is waiting.
The Multi-site Paging Group feature allows employees to be paged in each remote office in
an efficient manner. Multi-site Paging Groups is a ShoreTel enhancement that improves
paging efficiency by allowing the audio for the page to be recorded and sent from a local
ShoreTel Voicemail Server. This reduces any impact on WAN bandwidth for pages made
within the Headquarters and the remote offices including any dependancy on the
Headquarter server.
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The Multi-site Paging Group feature allows users to pick up a phone and dial a single
system extension to page a group of telephones. With Multi-site Paging Groups, the
administrator can now configure local paging extensions for each site.
The Multi-site Paging Group functionality can be implemented on the Headquarters
Server and Distributed Voice Mail Servers. This feature is configured in a similar
manner to the Paging Group feature implemented in previous releases.
NOTE: Group paging is not available on "V"-switches (VMiB systems)
Figure 13 shows a two site implementation where each site has a Paging Group. With
Multi-site Paging Groups, both pages are recorded and sent by their local server with no
impact on WAN bandwidth.
Figure 9-27 Multi-site Paging Groups
NOTE: There is no additional licensing requirement to implement Multi-site Paging

Groups. This feature is not implemented on ShoreGear Voicemail Switches.
9.10.1 Paging Groups Operation

To use Paging Groups, a person picks up a phone and dials the Paging Group extension.
They then record their page message and hang up the phone. The Paging Group Sever then
attempts to play the page on each phone referenced by the Extension List configured for
the Paging Group.
ShoreTel 11.1 229

In order to reduce the perceived audio delay of paging multiple phones in the same room,
the ShoreTel system will wait to verify that the extensions referenced on the Extension List
are ready to receive the page. This delay period is specified in the Group Paging
Synchronization Delay field in the Paging Groups edit page.
9.10.2 Configuring Paging Groups

Once the desired Extension Lists are created, the administrator can then assign the
Extension Lists to Paging Groups. The following steps outline the procedure to configure a
Paging Group:
Step 2 Select Call Control under the Administration section.
Step 3 Click the Paging Groups link to display the list of Paging Groups as shown in
figure below.
Figure 9-28 Paging Groups List Page
Step 4 Click New to create a new paging group or click on an existing Paging Group to
modify the parameters.
Step 5 Edit the Paging Groups fields.
Step 6 Click the Save button to save your changes.
Figure 9-29 Paging Groups Edit Page
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Name: The paging group. Each paging group name must be unique. This is a required
field.
Extension: The extension number of the paging group. Each paging group extension
must be unique. This is a required field.
Group Paging Server: Select the Headquarters Server or one of the Distributed
Voicemail Servers. The server selected will be the source of the audio streamed to the
telephones during the page. The default server is set to Headquarters. This is a
required field.
Include in System Dial By Name Directory: This check box includes the paging group
in the auto-attendant dial-by-name directory. No name is recorded for a paging group.
When a paging group is chosen, the extension is announced by a generic message. This
is an optional field.
Make Number Private: This check box makes the paging group extension private.
When the paging group is private, it is not listed in the system directory and does not
appear in the Communicator dialing lists. This is an optional field.
No Answer Number of Rings: The default is 2 rings. This is always used for analog
phones. It is used for IP phones if the phone is busy. This is a required field.
Extension List: Select the name of the extension list to be used as the paging group
from the drop-down list. See the ShoreTel System Administration Guide for more
information on Extension Lists. This is a required field.
Group Paging Synchronization Delay: The time in seconds that the server will wait to
connect to all phones in the extension list prior to sending the audio stream to the
phones. This delay was introduced to reduce the perception of audio echo when paging
large groups of phones. The default time is set to 3 seconds. This is a required field.
9.10.2.1 Important Considerations

The maximum number of extensions that can be paged at one time is 100.
Group paging is not available to external callers.
Group paging is not available on Voice switches.
9.11 Pickup Groups

Pickup Groups is a traditional PBX and key system feature used in group environments that
allows users to answer any ringing phone in that group. The feature works best in places
where a set of people work together on a daily basis, such as design firms. If a group
member is away from her desk and across the room when her phone rings, she can quickly
answer the call from another person's IP phone by pressing the relevant soft key or
programmable button, or by using a simple star command (*13 + extension) from an
analog phone.
Similarly, if she is out of the office and her phone rings, anyone can answer her call from
another phone with a simple 'group pickup' command and take a note for her.
User extensions are added to an extension list and then this list is associated with a pickup
group. The pickup group has its own extension (e.g. x3755), but this extension is invalid,
cannot be dialed, and thus acts more like a code than an actual dialable extension.
Pickup groups can be associated with a programmable toolbar button, or with a
programmable button on an IP phone, or on IP phones that have soft keys.
ShoreTel 11.1 231

The user whose phone will be picked up must have class of service “Call Pickup
Allowed” to use this feature. However, other users need not be members of the pickup
group to pickup a call.
This feature is not supported on the following legacy ShoreTel switch models:
ShoreGear T1 and ShoreGear E1.
The pickup feature will support:
— 24 members per group
— 16 groups per switch
— The members assigned to all pickup groups on a switch cannot exceed 80
— A single user can be a member of up to 5 pickup groups
A single switch can host a combined total of up to 24 hunt groups, bridged call
appearances, and pickup groups.
This feature can be accessed in three different ways:
— IP Phone – If a programmable button has been configured for this feature, the user
can press the button, or key, and enter the extension for the pickup group to
answer the call.
— Communicator – If one of the pre-programmed buttons in Communicator has been
set up for pickup groups, a user can enter the extension of the group to answer the
call. If the key has already been programmed with the extension of the pickup
group, then it is not necessary to enter the extension.
— Analog Phone – The user can enter the *13 command from the keypad, followed
by the pickup group extension to answer calls from an analog phone.
9.11.1 Configuring Pickup Groups

Configuring the Pickup Groups feature consists of two separate tasks. First, you must
create an extension list and populate it with the extensions of the members that will belong
in this group. Second, you must create and name the pickup group and associate it with the
extension list you just created.
To create the new extension list for a pickup group:
Step 1 Launch ShoreWare Director and enter the user ID and password. Then click the
Login button.
expanded).
Step 3 Click on the Users link and then click on the Extension Lists link to display the
Extension Lists window.
Step 4 Click the New button to display a window similar to the one shown in Figure 9-30:
Step 5 Enter the desired name in the Name field.
Step 6 Select one or more users from the list on the left pane, and click the Add button to
move them over to the Extension List Members pane on the right.
Step 7 When you have finished adding members to the extension list, click Save to store
your changes.
To create a new pickup group and associate it with an extension list:
232
Figure 9-30 Creating a new extension list
Step 1 With ShoreWare Director still open, click on the Call Control link.
Step 2 Click on the Pickup Groups link to display a window similar to the one shown in
Figure 9-31:
Figure 9-31 Creating a new pickup group
Step 3 Click the New button to display a window similar to the one shown in Figure 9-32:
Figure 9-32 Select the New Extension List
Step 4 Enter a name for the new Pickup Group in the Name field.
Step 5 The Extension field will auto-populate.
ShoreTel 11.1 233

Step 6 Click on the Switch drop-down menu and select the appropriate switch for this
group. You should select the switch that is physically closest to the members of the
group.
Step 7 Click the Extension List drop-down menu and select the extension list that you
just created in the previous task.
9.12 Route Points

Route points allow third-party applications complete access to call control signalling (using
TAPI) and the actual voice media stream (using TAPI and WAV APIs). Configuring a route
point enables calls to be terminated and controlled by a server on the network. To
configure a route point, click the Route Points link under Call Control in the navigation
frame. The Route Points list page is shown in Figure 9-33.
Figure 9-33 Route Points List panel
Then click Add new to invoke the Route Point edit page (shown in Figure 9-34).
9.12.1 Parameters
The parameters that appear on the Route Point edit page are as follows:
Name: This is the name of the route point.
Extension: This is the extension number of the route point. Each route point extension
must be unique. This is a required field.
If you change the existing extension number to a new number and there is an
associated mailbox, messages will be retained.
DID: You can assign one DID number to a route point. This is an optional field.
and ranges.
DNIS: The Edit DNIS Map button invokes the Select DNIS Trunk Group dialog box.
This lets you select a trunk group for DNIS routing. Only trunk groups that are
configured for DNIS will be presented in the dialog box. You can assign multiple DNIS
numbers to a workgroup. This is an optional field.
Language: Select the route point language from the drop-down list.
234
Figure 9-34 Route Point Edit panel
User Group: This drop-down list lets you assign a user group to the route point.
The route point requires permissions just like a user. For instance, the route point call
to external call forwarding needs access to trunk groups and has a mailbox. This is a
required field.
Consult Section 10.3 on page 270.
Route Point Server: This selects the server that provides route point services for third-
party applications. Third-party applications gain control of calls handled by the
ShoreTel system through route points. This is a required field.
ShoreTel 11.1 235

It is recommended that the route point server be a separate server from the
headquarters server and not be configured with mailboxes.
Consult Section 4.4 on page 78.
Mailbox (server): This provides the route point with a mailbox on the associated
server. If you change the server, all messages are automatically moved to the new
server. The default mailbox server is the headquarters server. This is a required field.
Accept Broadcast Messages: This check box enables the route point mailbox to receive
broadcast messages. This is an optional field.
Include in System Dial by Name Directory: This check box includes the route point in
the auto-attendant dial-by-name directory. This is an optional field.
Make Number Private: This check box makes the route point extension private. When
the route point is private, it is not listed in the system directory and does not appear in
the Communicator dialing lists. This is an optional field.
Fax Redirect: This check box enables fax redirection. When the route point answers a
call and a fax tone is detected, the fax is redirected away from the route point to the
headquarters fax extension. This is an optional field.
Call Stack Depth: This lets you specify the maximum number of simultaneous calls
that can be “stacked” on the route point extension. When this number is met,
additional inbound calls will be routed to the call forward busy destination.
Valid entries are 1 through 200.
See also Section 10.2.1 on page 261.
Call Stack depth is a licensed feature. For more information, see Section 2.10 on page
53.
Recorded Name: The Record, Play, Enter, and Import buttons let you record a name for
the route point. The Recorded Name is used as part of the default mailbox greeting as
well as in the dial-by-name directory. This is an optional field.
You can use your PC microphone and speakers or a telephone to play and record within
ShoreWare Director. Please refer to the auto-attendant options for more information.
You can also import prompts into ShoreWare Director. Prompts must be recorded as µ-
law WAV files.
Voice Mail Password: This is the password used for accessing a route point voice
mailbox over the telephone. Enter a password in the first text-entry field and again in
the Confirm field. This is a required field.
The default password is “1234”. Passwords may be numeric only.
Schedule: You can configure schedules for the On-Hours, Holiday, and Custom modes
that automatically change the call handling of the route point. The rules for schedules
are:
— If it is custom time, use Custom mode.
— If it is holiday time, use Holiday mode.
— If it is on-hours time, use On-Hours mode.
— Otherwise, use Off-Hours mode.
If no schedules are specified, On-Hours mode is used.
236
The Edit this schedule link provides a quick way to navigate to the associated schedule.
Call Handling Call Forward: These buttons let you specify when calls are forwarded.
The conditions are Always, No Answer/Busy, and Never.
— Always—The Always condition forwards calls to the number specified in the
Always Destination parameter immediately when a call is received.
— Busy—The Busy condition forwards calls to the Busy Destination immediately if
the user’s call stack is full.
— No Answer—This condition forwards calls if there is no answer.
— No Answer Number of Rings—Sets the number of rings after which a no answer
condition is assumed to exist.
— Always Destination—When the Always call forward condition is selected, calls are
forwarded immediately to this extension. You can also forward calls to an external
number (access code required).
— Busy Destination—When the No Answer/Busy call forward condition is selected,
calls are forwarded to this extension immediately if the user’s call stack is full. You
can also forward calls to an external number (access code required).
— No Answer Destination—When the No Answer/Busy call forward condition is
selected, calls are forwarded to this extension after the specified number of rings.
You can also forward calls to an external number (access code required).
Mailbox Greeting: This lets the user record a greeting for his or her mailbox, using the
Record, Play, Erase, and Import buttons. This is on by default.
Assistant: Each route point can have a personal assistant, which is the destination a
calling party is transferred upon dialing “0” in the route point mailbox. This is an
optional field.
Enable Calling Message Notification: This check box enables message notification for
this call handling mode. The manner in which the user is notified is determined by the
user’s message notification settings. The recommended default is off.
9.13 Call Control Options

Set the general call control options from the Call Control Options page, as shown in Figure
9-35.
9.13.1 Distributed Routing Service

Distributed Routing Service (DRS) allows larger systems to scale beyond 60 switches to up
to a total of 500 switches (including SoftSwitches). The Distributed Routing Service is
optional on systems up to 60 switches, but must be enabled on systems with 60 or more
switches.
When Distributed Routing Service is disabled, ShoreGear switches in a system build an
internal routing database from the peer-to-peer communication with other switches. Each
ShoreGear switch contains routing information for all endpoints in the system including
information regarding trunk selection for outbound calls. When calls are placed from any
extension, each switch is able to route the call to the correct ShoreGear switch based on its
internal routing database.
ShoreTel 11.1 237

Figure 9-35 Call Control Options Edit panel
When Distributed Routing Service is enabled, ShoreGear switches only exchange routing
information with other switches at the same site rather than exchanging routing
information with every other switch in a multi-site system. Although each ShoreGear
switch only maintains routing information within its site, each ShoreWare server also
includes an instance of the Distributed Routing Service which maintains system-wide
routing information. When calls are initiated, ShoreGear switches contact the Distributed
Routing Service in order to find the ShoreGear switch or switches needed to complete the
call.
In a system with more than one ShoreWare server, the ShoreGear switches may contact an
alternate instance of the routing service if the primary instance is not reachable. ShoreWare
servers have a hierarchical relationship and switches first try to contact the nearest instance
of the Distributed Routing Service in the hierarchy. If that instance of DRS is not reachable,
the instance of DRS at the parent server in the hierarchy will be contacted as a fallback. If
both instances of DRS are not reachable the switch will make a best effort to route the call
based on its internal routing tables built from communicating with peer ShoreGear
switches at the same site.
9.13.2 Parameters
The parameters on the Call Control Options edit page are as follows:
238
9.13.2.1 General
Use Distributed Routing Service for call routing: Enables Distributed Routing Service
(see preceding explanation.)
Enable Monitor / Record Warning Tone: When a 2-way or Make Me Conference call is
monitored or recorded, checking this box causes a tone to be played that warns of
monitoring or recording. This option is enabled by default.
Deselect this check box to enable silent recording. Silent recording allows operators
and supervisors to hide the fact that they are recording agents' calls by “silently”
recording those calls. This behavior may be desirable in certain situations, such as
monitoring the telephone manners of an employee.
When the recording is silent or hidden, Communicator offers no visual or audible
indication that the call is being recorded. The periodic beeping sound (used to notify
call participants that their calls are being recorded) is suppressed.
Also refer to Section 10.2.1 on page 261 and Section 10.4.2.2 on page 280 for
information that impacts recording and monitoring.
Example: ShoreTel does not warrant or represent that your use of call monitoring or
recording features of the Software will be in compliance with local, state, federal or
international laws that you may be subject to. ShoreTel, Inc. is not responsible for
ensuring your compliance with all applicable laws.
Before disabling the warning tone, you may wish to consult with legal counsel
regarding your intended use.
Generate an event when a trunk is in use for N minutes: You can set this parameter to
generate an event log when a trunk has been in use for the specified time period.
Park Timeout after NNNNNN seconds: You can set how long a call will remain on
park before the call returns to the party that parked the call. The timeout is in seconds
and can have a value from 1 to 100,000 seconds. Unchecking the Park Timeout check
box allows calls to be parked indefinitely.
Hang Up Make Me Conference after NN minutes of silence: The default timeout is 20
minutes. If a conference is silent for the set length of time, a hang-up will be forced.
Delay before sending DTMF to Fax Server: Enter the amount of delay (in
milliseconds) after which the DTMF information will be sent to the fax server. Consult
your fax server documentation to find out how much delay the fax server expects.
9.13.2.2 SIP Parameters

Enable SIP Session Timer: Select this check box to have keepalive heartbeats sent to
SIP endpoints.
Session Interval (90-3600): Enter the number of seconds in the Session Interval field
to specify the keepalive interval at which heartbeats will be broadcast. The heartbeat
will be sent out at the specified period and if no response is received, the session will be
dropped. (See RFC 4028 for details on this parameter.)
Refresher: Use the Refresher drop-down menu to specify whether the SIP Session
Timer will be applied to the caller or callee. Choices are None, Caller UAC, and Caller
UAS. (See RFC 4028 for details on this parameter.)
ShoreTel 11.1 239

9.13.2.3 Voice Encoding and Quality of Service

Maximum Inter-Site Jitter Buffer: This parameter sets the maximum size of the jitter
buffer. A larger jitter buffer might result in more delay between calling parties, which
might degrade the quality of service. The buffer can be set from 20 to 300 msec. The
default is 50 msec.
DiffServ/TOS Byte: ToS is an eight-bit field in the IP Packet Header that is used to
accommodate applications that require real-time data streaming, as specified by RFC
3168. The ToS fields contains a six-bit Differentiated Services Code Point and a two-bit
Explicit Congestion Notification field.
Enter a Type of Service (TOS) value or a DiffServ value, whichever your network
currently supports. This byte is applied to media originating from all ShoreGear
physical switches (SoftSwitches excluded) and IP phones, including voice calls,
voicemail, workgroup, account code collection (ACC), and contact center calls. The
value entered in this field must be a decimal number between 0 to 255.
Media Encryption: This options specifies the encryption method used by ShoreTel to
protect payload packets. Refer to Section 9.16 on page 256 for more information.
Admission control algorithm assumes RTP header compression is being used: To
enable this feature, select the check box.
Always Use Port 5004 for RTP: By default, this box is checked. This option is not
available on systems that utilize SIP extensions or SIP trunks.
All IP Phones and switches must be rebooted for settings to take effect. Failure to
reboot may result in one way media.
9.13.2.4 Video Quality of Service

DiffServ / ToS Byte: This parameter sets the DiffServ / ToS field in the IP Packet Header
of Video Call payload packets. Changing this setting does not affect active video
sessions. New video sessions will use the updated value. Communicator recognizes the
new value without being restarted.
The default value for the Video DiffServ/ToS Byte is 0, which defines no priority for
Video.
9.13.2.5 Trunk-to-Trunk Transfer and Tandem Trunks

This lets you manage trunk-to-trunk transfers when the Allow Trunk-to-Trunk Transfer
parameter is enabled on the Telephone Features Permissions class of service edit page. The
field is defined in the section called Section 10.2.1 on page 261.
The ShoreTel system supports trunk-to-trunk transfers, which allow a user to transfer an
external caller to an external number. Since this feature can lead to unwanted toll charges,
the system also supports a class of service permission that only grants this feature to
selected user groups. To grant this permission, you enable the Allow Trunk-to-Trunk
Transfer parameter on the Telephone Features Permissions class of service edit page.
Users with trunk-to-trunk transfer permission might accidently transfer an external caller
to an external number without realizing it. This can lead to “hung” trunks, resulting in the
inability to make outbound calls or take inbound calls.
The ShoreTel system lets you manage trunk-to-trunk transfers using the Call Control
Options page. This lets you eliminate unwanted trunk-to-trunk transfers while ensuring
that valid trunk-to-trunk transfers are not dropped.
240
The following are considered trunk-to-trunk transfers:

A user is talking with an external party and transfers the external party blindly or
consultatively to an external number.
A three-party conference call is taking place with one user and two external parties, and
the user drops from the call.
An external party forwarded to an external number by a user’s call handling mode is not a
trunk-to-trunk transfer.
Hang up after N minute(s) of silence: Enabling this parameter automatically drops
trunk-to-trunk transfers after both parties have been silent for the defined time period.
The default time period is 60 minutes.
Hang up after N minutes: Enabling this parameter automatically hangs up the trunk-
to-trunk transfer after the defined time period. This parameter should be set only as a last
resort, and set for a long time period. The default time period is 480 minutes.
9.14 Bandwidth Management and Codec Negotiation

ShoreWare supports additional codecs available on ShorePhone and through SIP devices.
Codec negotiation during voice call setup is facilitated by data structures, including codec
lists and profiles.
Bandwidth Management and Codec Negotiation tools available through Director

include:
Codec lists that are configurable through Director.
Video codec support
A Director parameter that permits inter-site video sessions.
SIP codec negotiation method that complies with RFC 3264 – An Offer / Answer Model
with the SDP.
9.14.1 Codec Lists

Codec lists enumerate a set of codecs. Director defines two types of codec lists: Supported
Codecs and Preferred Codecs.
9.14.1.1 Supported Codecs

Supported Codecs is a comprehensive list of all codecs available to system devices. When
ShoreWare is initially installed, the Supported Codecs list comprises the set of codecs
provided by ShoreWare and available on ShorePhones. Administrators can add codecs to
support SIP devices that may use codecs not initially provided by ShoreWare.
The Supported Codecs list also indicates the bandwidth required by each codec. The
bandwidth numbers are used by ShoreWare to allocate bandwidth as voice calls are
initiated and terminated.
Supported Codecs list contents, including the bandwidth settings, are passed to all switches
in the system, where they are used for selecting codecs for individual call sessions.
ShoreTel 11.1 241

9.14.1.2 Preferred Codec Lists

Preferred Codec lists are subsets of the Supported Codecs list. Preferred Codec lists are
referenced by Sites within a ShoreWare system to specify the codecs used for intersite and
intrasite voice calls. ShoreWare provides six default codec lists which cannot be deleted or
modified. Administrators can define additional lists through Director.
The default codec lists provided with ShoreWare include:
Fax Codecs
High Bandwidth Codecs
Low Bandwidth Codecs
Medium Bandwidth Codecs
Very High Bandwidth Codecs
Very Low Bandwidth Codecs
9.14.2 Intersite Video Sessions

Intersite Video Sessions are enabled through a Telephony Class of Service setting.
ShoreWare does not allocate bandwidth for video calls.
9.14.3 Codec Negotiation

ShoreTel supports simultaneous audio, video, and data codec negotiations to facilitate
multimedia sessions between SIP endpoints as defined by RFC 3264 – An Offer / Answer
Model with the SDP. Codecs specified in the Supported Codec list are offered during
session parameter negotiations.
The ShoreWare negotiation process that supports RFC 3264 is as follows:
1. The calling device sends the list of codecs it supports to the ShoreGear servicing the call.
2. The ShoreGear switch that controls the calling device compiles a codec list. The codec
list contains all codecs contained in the following:
— The calling device’s codec list
— One of the site’s codec lists – intersite, intrasite, or fax – depending on the call type
Codecs on the combined list are sorted as specified by the selected site codec list.
3. (Intersite Calls only): The ShoreGear switch that controls the destination device
modifies the codec list by removing all codecs that are not listed on the destination site’s
codec list.
4. The ShoreGear switch controlling the destination device sends the codec list to the
destination device.
5. The destination device replies by sending a list of one or more codecs to the originating
device.
6. The list sent by the destination device typically includes, from the received codec list,
the highest priority codec it can support.
7. The two devices begin sending RTP streams using the highest priority codec listed in the
destination device’s reply.
242
9.14.4.1 Supported Codecs panel
The Supported Codecs panel lists the audio codecs that are available to devices making
voice calls through ShoreWare. Codec lists used when negotiating call parameters comprise
codecs displayed on this panel. Although most commonly used codecs are listed on this
panel, the system can also support other codecs by adding them to the list.
To access the Supported Codecs panel, shown in Figure 9-36, select Administration -> Call
Control -> Supported Codecs from the Director menu. Each row in the table lists a codec.
Figure 9-36 Supported Codecs panel
Table fields in the Supported Codecs panel include:

Name: This parameter is fully qualified codec ID string of the codec. ShoreWare uses
this string to specify codecs while negotiating with other calling devices.
The codec ID string comprises the name and sampling rate of the codec. While the
codec name generally corresponds with the name by which the codec is commonly
referred, PCMA specifies a G.711 codec (A-law) and PCMU specifies a G.711 codec (µ-
law).
Bandwidth (in kbps): This parameter identifies the bandwidth required by the codec.
ShoreWare uses this figure when allocating bandwidth resources.
Default: This parameter specifies the source of the codec entry:
— Yes indicates a codec that was provided with ShoreWare. Default codecs cannot be
removed from the list.
— No indicates a codec that was provided by the system administrator. These codecs
can be removed from the list.
To add a new codec to the list,
Step 1 Click the Add button at the top of the panel to open the Supported Codec Info
popup, shown in Figure 9-37.
Step 2 Enter the fully qualified codec ID string in the Name data entry field.
The field must be entered exactly as expected by devices that negotiate call
parameters.
Step 3 Enter the codec bandwidth in the Bandwidth data entry field.
ShoreTel 11.1 243

Figure 9-37 Supported Codec Info popup
Entering incorrect numbers in this field compromises ShoreWare’s ability to

manage bandwidth resources.
Step 4 Press the Save button to store the changes to the database and return to the
Supported Codecs panel.
The Default field is used when editing existing codecs to denote a codec that is
supplied with ShoreWare. This parameter is not editable.
To edit an existing codec:
Step 1 Click the name of the codec to be edited to open the Supported Codec Info popup,
Step 2 Change the contents of the Name or Bandwidth data entry fields.
The Default box is not editable.
Step 3 Press SAVE to store the changes and return to the Supported Codecs panel.
9.14.4.2 Codec Lists

Codec lists are subsets of the codecs supported by the ShoreWare system. Codec lists are
selected in the Edit Sites panel to determine the codecs used for intersite and intrasite calls.
Director panels that support codec lists include the Codec List panel and the Edit Codec
Lists panel.
Each codec list must include the PCMU (G.711 µ-law) codec.
Codec List panel

The Codec List panel, shown in Figure 9-38, provides a roster of Codec Lists configured on
the system. Codec list names, as specified on this panel, are used on the Edit Sites panel
when selecting codecs for intersite and intrasite calls. To access the Codec List panel, select
Administration -> Call Control -> Codec Lists from the Director menu. Each line in the
table corresponds to a Codec List.
To add a new codec list, open the Edit Codecs Lists panel by clicking the New button in
the top left corner of the panel.
To view or edit an existing codec list, open the Edit Codec List panel by clicking the name
of the desired codec list. Default codec lists supplied with ShoreWare cannot be edited.
244
Figure 9-38 Codec List panel
To delete an existing codec list, select the box left of the desired codec and press the Delete
button in the top left corner of the panel. Default codec lists supplied with ShoreWare
cannot be deleted.
Edit Codec List

The Edit Codec List panel, shown in Figure 9-39, modifies the Codec List specified by the
Name field contents. The panel displays two tables:
The Choose Codec table lists the codecs available on the system that are not in the
specified codec list.
The Codec List Members table displays the codecs that are in the specified codec list.
Figure 9-39 Edit Codec List panel
All codecs available on the system, as defined by the Supported Codecs panel, are listed
either in the Choose Codec table or the Codec List Members table.
To add a codec to the codec list, select the desired codec in the Choose Codec, then click
the ADD button between the tables.
To remove a codec from the codec list, select the desired codec in the Codec List Members
table, then click the REMOVE button between the tables.
ShoreTel 11.1 245

To change the position of a codec within the Codec List Members table, select the desired
codec in that table and click the MOVE UP or MOVE DOWN buttons located between the
tables.
To save Codec List changes, click the SAVE button at the top of the panel
To create a new codec list, press the NEW button at the top of the panel.
To use the displayed codec list as a template for a new list, click the COPY button at the
top of the panel.
To revert the codec list to the last saved version, click the Reset button at the top of the
panel.
Default Codec Lists

ShoreWare provides six default codec lists that cannot be modified or deleted. The
following enumerates the codecs, in order of priority, within each list:
Very High Bandwidth Codecs
— L16/16000
— G722/8000
— BV32/16000
— L16/8000
— PCMU/8000
— DVI4/8000
— BV16/8000
— G729/8000
High Bandwidth Codecs
— G722/8000
— BV32/16000
— L16/8000
— PCMU/8000
— DVI4/8000
— BV16/8000
— G729/8000
Medium Bandwidth Codecs
— G722/8000
— BV32/16000
— PCMU/8000
— DVI4/8000
— BV/8000
— G729/8000
Low Bandwidth Codecs
— BV32/16000
— DVI4/8000
— BV16/8000
— G729/8000
— PCMU/8000
Very Low Bandwidth Codecs
— G729/8000
— PCMU/8000
246
Fax Codecs
— L16/8000
— PCMU/8000
9.14.4.3 Intersite Video

To configure the Intersite Video setting for a Class of Service:
Step 1 Access the Class of Service list panel by selecting Administration -> Users -> Class
of Service from the Director menu.
Step 2 Click the name of the desired Telephony Features Permissions Class of Service in
the top table of the panel.
Step 3 Select Allow Intersite Video Calls to allow members of the Class of Service to
participate in video calls. Clear this setting to deny access to video calls.
Figure 9-40 indicates the location of the Allow Intersite Video Calls checkbox.
Figure 9-40 Allow Intersite Video Calls parameter
9.15 Automatic Ringdown

An automatic ringdown circuit comprises predefined devices at the circuit endpoints and
is configured to ring a recipient device immediately after an initiating device goes off hook.
Automatic ringdown calls are completed without dialing or any other signaling other than
the initiating device going off hook.
The simplest example of an automatic ringdown circuit consists of two points, with one
telephone at each end of the circuit. When the telephone at one end goes off-hook, the
phone at the other end immediately rings. Phones without dials may be used on each end
of the circuit.
Ringdown circuits may be unidirectional or bidirectional.
In unidirectional circuits, calls always originate from the same end of the network. A
device on a receiving endpoint going off hook has no effect on the initiating endpoint
device.
In bidirectional circuits, both ends can initiate and receive automatic ringdown calls.
ShoreTel 11.1 247

9.15.1 Dedicated Circuit Ringdown

ShorePhones with call appearance buttons and the ShoreWare Button Box support Dedicate
Circuit Ringdown. A call appearance button is programmed for Ringdown by configuring it
as a Bridged Call Appearance and selecting a Ringdown option. When using ShorePhones
as the calling and recipient devices, an IP Phone button on both devices is be configured for
Ringdown. ShoreWare supports using external devices as the ringdown recipient.
A ringdown call is initiated by pressing the ringdown button on a calling device. The
ringdown button on the recipient device blinks; the recipient device can be configured to
ring or remain silent on an inbound ringdown call. The ringdown call is answered on the
recipient phone either by lifting the handset or pressing the blinking ringdown button. If
the phone is configured to remain silent when a ringdown call is incoming, the blinking
button must be pressed to answer the call.
ShorePhones can be configured for one-way or two-way ringdown. When phones are
configured for one-way ringdown, one phone is defined as the recipient device; pressing
the ringdown button on that device will not initiate a call to the phone on the other end of
the circuit. When phones are configured for two-way operation, pressing the ringdown
button on either device initiates a call to the device on the other end of the circuit.
To force a device to ring until it is answered, the call stack depth for Bridge Call
Appearances supporting ringdown should be set to 1 and call handling mode transfers
should be disabled by selecting No Answer.
The following sections describe four typical ringdown configurations.
9.15.1.1 Basic One-to-One Ringdown

Basic one-to-one ringdown, as depicted in Figure 9-41, is enabled by configuring a Call
Appearance button on each phone as a Bridged Call Appearance (BCA). During an
incoming ringdown call, the BCA button on the recipient device blinks.
ShoreWare supports one-way or two-way ringdown in this configuration.
One way or two ways
Extension A Extension B
Figure 9-41 One to One Ringdown Operation
9.15.1.2 One-to-many Ringdown

ShoreWare supports one-to-many ringdown operation as depicted in Figure 9-42. When
the Ringdown BCA is pressed on the calling device, Extension A in Figure 9-42, the
corresponding button on all recipient devices programmed to receive the ringdown call
flashes Green and off. When the call on one of the recipient devices is answered, the
Ringdown button on the other devices is Red. If the answering device places the call on
hold, the call is parked to the Bridged Call Appearance and is available for all of the
recipient devices. Conference calls involving a ringdown number that is placed on hold is
not parked onto the BCA extension.
ShoreWare supports two-way ringdown for the one-to-many configuration. When a
ringdown call is placed from a recipient device, (Extension B in Figure 9-42), the BCA
button on the other recipient devices (Extensions C and D) becomes solid red when
Extension A answers the call, indicating that the line is busy. Pressing theses red buttons
has no effect. If Extension A does not answer the ringdown call, the phone rings until the
caller on Extension B hangs up or the call handling mode for Extension A handles the call.
248
One way or two ways
Extension A On Extension B
ew
ay
or t
wo
way
s
On
e
wa
yo
rt
wo
wa
ys
Extension C
Extension D
Figure 9-42 One to Many Ringdown Operation
9.15.1.3 Multiple ring down buttons

ShorePhones with sufficient call appearance buttons support multiple ringdown circuits. In
Figure 9-43, Extension A is configured to support two ringdown circuits:
One way or two ways
Extension A On Extension B
ew
Ringdown Button 1 ay
or tw
ow
ays
On
e
wa
yo
rt
wo
wa
ys
Extension C
Extension D
One way or two ways
Extension A Extension E
Ringdown Button 2
Figure 9-43 Multiple Ringdown Buttons
one ringdown circuit with Extensions B, C, and D at the other end.

one ringdown circuit with Extension E at the other end.
This configuration requires four Bridge Call Appearance extensions: two BCA extensions
for Extension A; one BCA extension shared by Extensions B, C, and D; and one BCA
extension for Extension E.
9.15.1.4 Ring Down to an External Device

Ringdown to an external device is supported by programming the ringdown button to
access a trunk group that has a unique trunk access code and contains only one trunk.
When the user presses the ringdown button, it accesses that trunk.
ShoreTel 11.1 249

To place a call over a ringdown circuit to an external device, the user enters the trunk
access code in addition to the phone number of the device. For instance, when configure a
analog trunk group to service the ringdown call, the default trunk access code of 9 must be
dialed to place a ringdown call.
One way or two ways
External Device On Extension B

ew
ay
or t
wo
way
s
On
e
wa
yo
rt
wo
wa
ys
Extension C
Extension D
Figure 9-44 Ringdown from an External Device
This trunk is not required to be reserved solely as the ringdown circuit. Any user can dial
this trunk access code to select this trunk. If the trunk is busy, pressing the ringdown
button generates a busy signal. “Enable CHM” only applies for an incoming call. It is not
applicable for an outbound call. To enable ringdown buttons on the ShoreWare devices
(Extensions B, C and D in Figure 9-44), the BCA extension must be configured on the
Trunk Groups page.
9.15.2 Phone Delayed Ringdown

ShoreWare permits IP phones that provide a dial tone to perform ringdowns by taking the
handset off hook. If a number is not dialed within a specified period after taking the phone
off hook, a ringdown call is directed to the predefined recipient device.
When the ringdown device goes off hook by lifting up handset or pressing speaker or
headset, the ringdown number is dialed if a digit is not entered within the configured
ringdown delay period. If a digit is entered within this period, the ringdown call is not
performed.
Analog phones to which a user extension is assigned can receive incoming calls even when
configured for delayed ringdown calls. When an anonymous user is assigned to the port,
the device cannot receive incoming calls if it is configured to make delayed ringdown calls.
9.15.3 Ringdown Implementation

Automatic ringdown circuits may also be configured in a one-to-many topology. In these
circuits, one initiating device rings a group of phones on the other circuit endpoints.
Automatic ringdowns are activated on ShorePhones by pushing an IP Phone Call
Appearance button or lifting a handset on a dedicated ringdown device. These actions
cause the recipient device to continuously ring until the call is answered or the calling
party ends the call. The Call Handling Mode on the recipient device is ignored for
ringdown calls. Automatic ringdown is supported only by phone; Communicator does not
support automatic ringdown.
ShoreWare implements Ringdown through the following methods:
250
Dedicated Circuit Ringdown: Ringdown is immediately initiated when a programmed

Call Appearance button is pushed or a specified device goes off hook. The ringdown
call is answered on the recipient by pressing the corresponding Call Appearance button
or taking the device off hook.
Phone Delayed Ringdown: ShoreWare permits IP phones that provide a dial tone to
perform ringdowns by taking the handset off hook. If a number is not dialed within a
specified period after taking the phone off hook, a ringdown call is directed to the
recipient device.
9.15.3.1 Director Configuration panels

Ringdown circuits are implemented by configuring IP Phone buttons for circuit endpoints
through Director. Delayed ringdown circuits are configured from the Edit User – General
panel.
Configuring IP Phone Buttons

IP Phone Buttons for ShoreWare users are configured from the Program IP Phone Buttons
panel, as shown in Figure 9-45. To access the Program IP Phone Buttons panel, open the
Edit User – Personal Options panel for the desired user, then click Program IP Phone
Buttons.
Figure 9-45 IP Phone Button Ringdown options
In Figure 9-45, button #2 is configured to monitor the Bridged Call Appearance specified
by the Extension data entry field. Selecting Answer Only disables the ringdown feature on
the specified button. BCA options located below the Normal Operation option configure
ringdown options for the button.
BCA Ringdown parameters include:

Dial Tone: Select this option to configure the phone as the recipient on a ringdown
circuit. Buttons configured with Dial Tone cannot initiate ringdown calls.
Dial Extension: Select this option to configure the button as the initiating end of a
ringdown circuit when the recipient is an IP phone located on the ShoreWare network.
ShoreTel 11.1 251

The Extension data entry field specifies the Bridged Call Appearance that is dialed
when the IP Phone button is pushed. Buttons configured to perform ringdown calls can
also receive ringdown calls.
Dial External: Select this option to configure the button as the calling end of a
ringdown circuit when the recipient is a device not located on the ShoreWare network.
The data entry field specifies the phone number that is dialed when the IP phone
button is pushed; the trunk access code required to access the trunk group dedicated to
this ringdown circuit must be included as part of the phone number.
Configuring a Delayed Ringdown Circuit

Delayed ringdown circuits are configured on the Edit User – General panel for the user
extension that initiates the ringdown call. Figure 9-46 displays the section of the Edit –
User General panel containing the delayed ringdown parameter fields, which are located in
the bottom third of the panel.
Figure 9-46 Delayed Ringdown Configuration Parameters
Delayed Ringdown Circuit parameters include:

Delayed Ringdown: Select this checkbox to enable Delayed Ringdown for the
extension. If this parameter is not enabled, all other Ringdown parameters are not
selectable.
Extension: Select this option to specify a ShoreWare extension as the recipient device,
then enter the extension of the recipient device in the corresponding data entry field.
External Number: Select this option to specify a phone outside of the ShoreWare
network as the recipient device, then enter the phone number of the recipient device,
including the Trunk Access Code of the ringdown trunk, in the corresponding data
entry field.
Ringdown Delay: Enter the period of time that the phone waits after the user picks up
the handset before initiating the ringdown call. Enter 0 in this field to cause the phone
to immediately dial the ringdown device whenever the handset is picked up.
252
9.15.3.2 Ringdown Procedures

The following sections describe the procedures required to implement various ringdown
circuit configurations.
Implementing a One-to-One Unidirectional Ringdown Circuit

Unidirctional ringdown circuits require two Bridged Call Appearances – one for the calling
device and one for the recipient device. Both devices in this procedure are ShoreWare
extensions.
To implement a One-to-One Unidirectional Ringdown Circuit:
Step 1 Create two Bridged Call Appearances

Bridged Call Appearances are listed in the Bridged Call Appearance list panel,
which is accessed by selecting Administration -> Call Control -> Bridged Call
Appearances from the Director menu. Press the NEW button at the top of this panel
to create new BCAs. Refer to the System Administrator’s Guide for information on
creating Bridged Call Appearance.
Step 2 Program an IP Phone Button on the calling device to make ringdown calls, as
follows:
Step a Open the Individual User list panel in Director by selecting Administration
-> Users -> Individual Users from the main menu.
Step b Open the Edit User panel by clicking the First Name of the desired user in
the Individual User List.
Step c Select Personal Options on the panel selection bar at the top of the panel.
Step d Click the Program IP Phone Buttons link on the Personal Options panel to
open the Program IP Phone Buttons panel.
Figure 9-45 displays the Program IP Phone Buttons panel.
Step e Select Bridged Call Appearance as the function for the desired IP button.
Step f Enter the first Bridged Call Appearance extension number created in Step 1
in the Extension Field located right of the button function selection fields.
Step g Select Dial Tone, located below the Extension field, and enter the second
Bridged Call Appearance number in the corresponding data entry field.
Step h Press the SAVE button at the top of the panel.
Step 3 Program an IP Phone Button on the recipient device to receive ringdown calls, as
follows:
Step a Repeat Step a through Step e (under Step 2) for the recipient user’s
extension.
Step b Enter the second Bridged Call Appearance extension number created in Step
1 in the Extension Field located right of the button function selection fields.
Step c Select Dial Tone, located below the Extension Field.
Step d Press the SAVE button at the top of the panel.
ShoreTel 11.1 253

Implementing a One-to-One Bidirectional Ringdown Circuit

Creating a bidirectional ringdown circuits differs from creating a unidirectional circuit in
that the recipient device is configured to make ringdown calls. Both devices in this
procedure are ShoreWare extensions.
To implement a One-to-One Bidirectional Ringdown Circuit:
Step 1 Create two Bridged Call Appearances

Bridged Call Appearances are listed in the Bridged Call Appearance list panel,
which is accessed by selecting Administration -> Call Control -> Bridged Call
Appearances from the Director menu. Press the New button at the top of this panel
to create new BCAs. Refer to the System Administrator’s Guide for information on
creating Bridged Call Appearance.
Step 2 Program an IP Phone Button on the calling device to make ringdown calls, as
follows:
Figure 9-45 displays the Program IP Phone Buttons panel.
Step f Enter the first Bridged Call Appearance extension number created in Step 1
in the Extension Field located right of the button function selection fields.
Step g Select Dial Tone, located below the Extension field, and enter the second
Bridged Call Appearance number created in Step 1 in the corresponding data
entry field.
Step 3 Program an IP Phone Button on the recipient device to make ringdown calls, as
follows:
Step a Repeat Step a through Step e (under Step 2) for the recipient user’s
extension.
Step b Enter the second Bridged Call Appearance extension number created in Step
1 in the Extension Field located right of the button function selection fields.
Step c Select Dial Tone, located below the Extension field, and enter the first
Bridged Call Appearance number created in Step 1 in the corresponding data
entry field.
Step d Press the SAVE button at the top of the panel.
254
Creating One-to-Many Ringdown Circuits

The process for creating a One-to-Many Ringdown Circuit differs from creating a One-to-
One circuit in that the process of configuring the recipient devices is repeated for each
recipient device in the ringdown network.
Implementing a Delayed Ringdown Circuit

A unidirectional delayed ringdown circuit requires one Bridged Call Appearance that is
assigned to the recipient end of the circuit.
To create a unidirectional delayed ringdown circuit:
Step 1 Create one Bridged Call Appearance.
Step 2 Program a phone to make ringdown calls, as follows:

Step c Select General on the panel selection bar at the top of the panel.
Step d Select Delayed Ringdown.
Figure 9-46 shows the Delayed Ringdown parameter on the Edit User
panel.
Step e Select the Extension parameter and enter the Bridged Call Appearance
extension created in Step 1 in the corresponding data entry field.
Step f Enter the delay period in the Ringdown Delay data entry field.
The delay period is the time between when the handset is lifted and when
the ringdown call is initiated.
Step 3 Program an IP Phone Button on the recipient device to receive ringdown calls, as
follows:
Figure 9-45 displays the Program IP Phone Buttons link.
Step f Enter the initiator’s extension number in the Extension Field located right
of the button function selection fields.
Step g Select Dial Tone, located below the Extension Field.
ShoreTel 11.1 255

Creating a Ringdown Circuit with an External Endpoint

The process for creating a ringdown circuit to an external endpoint differs from the
procedure for circuits with internal endpoint as follows:
The number of the recipient device is entered in External Number data entry fields
instead of the Extension data fields.
These fields are located in the Program IP Phone Buttons panel (Figure 9-45) and the
Edit User panel (Figure 9-46).
The external number must be accessed through a specific trunk that is configured as
the only trunk within a trunk group.
The number of the recipient device includes the Trunk Access Code of the specified
trunk group.
9.16 Media Encryption

ShoreWare encrypts RTP (payload) packets within the ShoreWare network. Call control
packets are not encrypted.
9.16.1 System Support

Encryption is enabled or disabled through ShoreWare Director by a system administrator.
Encryption is enabled or disabled only on a system basis and cannot be enabled for
individual devices or selected calls. Encryption is transparent to the end user and end users
have no control over which calls are encrypted. Changing the system encryption setting
does not alter calls that are in progress; unencrypted calls in place when encryption is
enabled remain unencrypted until the calls are terminated.
System administrators enable and select an encryption algorithm through ShoreWare
Director. The following encryption options are available:
None
128 bit ShoreTel Proprietary
SRTP - 128 bit AES
SRTP with AES and authentication has a significant impact on the system load when a large
number of media channels are encrypted.
SRTP-AES encryption is provided on all ShoreTel 9 systems and does not require an
additional license.
9.16.2 Devices
9.16.2.1 Switches and Codecs
Encryption is supported by the following ShoreGear Voice Switches:
All Voicemail Model switches
All 1-U Half Width switches
All 1-U Full Width switches
Switches do not support SRTP with linear (LRNB/8000) or wide-band (LRWB/16000)
codecs. When SRTP is enabled, codec negotiation excludes these codecs.
256
ShoreGear switches support a maximum of 36 encrypted media streams. This limitation

potentially impacts switches that provide T1 or E1 channels with high 3-way conference
call traffic.
Each channel in a 3-way conference requires two media stream encryption resources,
limiting switches to 18 encrypted channels for 3-way conferences. In this scenario, all
remaining trunks provided by the switch are blocked while 18 channels are engaged in 3-
way conference calls. Switches can service any combination of two-way (one encrypted
media stream) and three-way (two encrypted media streams) calls that do not exceed 36
media streams. Analog ports on the SG-220T1A are included in this limitation.
9.16.2.2 Phones and Applications

All ShorePhones that run support encryption. SoftPhone, which is available through
Communicator, also supports encryption.
Communicator and the ShorePhones display a padlock icon for each call utilizing SRTP
encryption is active. The Call History list also uses the padlock icon to denote encrypted
calls. ShorePhones IP210, IP110, and IP115 do not display the encrypted call padlock icon.
The padlock icon indicates the call media is secure on the ShoreTel network; ShoreTel
cannot guarantee call security outside of the network, such as calls that terminate across an
analog or digital trunk. The padlock icon is not displayed when Proprietary Encryption is
active.
The ShoreTel Conference Bridge, the IP 8000 Conference Phone, voicemail and auto
attendant do not support SRTP-AES encryption.
Phones that do not support SRTP cannot perform barge in, whisper, or silent monitor
functions on existing calls that are SRTP encrypted. When added to a call using SRTP, new
parties using devices that do not support SRTP exchange unencrypted media streams. SRTP
does not address user registration, call setup, or signaling related security.
The Enable Media Encryption parameter on the Call Control Options panel, controls
encryption.
To configure encryption:
Step 1 Open the Call Control: Options panel by selecting Administration -> Call Control -
> Options from the main menu.
Step 2 Select the desired option from the Media Encryption drop down menu, as shown in
Figure 9-47.
Step 3 Press the Save button at the top of the panel.
ShoreTel 11.1 257

Figure 9-47 Enable Media Encryption option on the Call Control Options panel
258
Chapter 10: Configuring Users ShoreTel Administration Guide
C H A P T E R 1 0
Configuring Users
This chapter provides information about configuring user parameters. The sections in this
chapter are:
Classes of Service
User Groups
Individual Users
Notify Users
Anonymous Telephones
Extension Lists
Batch Update Utility
Call Handling
10.1 Overview
The Users link in the navigation frame, shown in Figure 10-1, provides access to the
Individual Users, User Groups, Class of Service, Notify Users, Anonymous Telephones,
Extension Lists, Batch Update Utility, and Call Handling Mode Defaults list and edit pages.
From these pages, you users can be added and edited, as well as assigned properties within
the ShoreTel system.
Figure 10-1 Users Navigation Links
ShoreTel 11.1 259

ShoreTel Administration Guide Chapter 10: Configuring Users
Configuring users requires that the class of service (COS) be configured first, user groups
second, and individual users last. Having the following information at hand will expedite
the user configuration process:
A list or outline of the classes of service that will be associated with your user
groups
A list or outline of user groups that will be associated with individual users
A list of new users who will be added to the system
The ShoreTel system comes with default classes of service and user groups.
10.2 Classes of Service

A class of service grants permission to a specified set of features and privileges. Users
assigned to a class of service can access the specified features and privileges. ShoreTel
defines three types of service classes: telephony features, call permissions, and voicemail
permissions.
Configuring classes of service is the first step in configuring users. Expand the Users link
and click Class of Service. From the Class of Service page, shown in Figure 10-2, it is
possible to configure permissions for telephony features, outside calling, and voice mail
usage. Descriptions and instructions are provided for these permissions in the following
sections:
Telephony Features Permissions
Call Permissions
Voice Mail Permissions
Figure 10-2 Class of Service Page
Each Class of Service panel (CoS Telephony Permissions, Call Permissions, Voice Mail
Permissions) has an Add new link and a list of names associated with that Class of Service
type. To add a new CoS of a specific type (CoS Telephony, for example), click the Add new
link to display the Telephony Features edit page, shown in Figure 10-3.
To edit an existing CoS, click on the name of the desired CoS from the list of names on the
right side of the Class of Service page.
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10.2.1 Telephony Features Permissions

This section describes the classes of service that can be configured from the Telephony
Features Permissions edit panel. Telephony features permissions are assigned to user
groups and define how users can use their telephone features, such as call stack depth,
paging, and call forwarding to an external number.
Figure 10-3 Telephony Features Permissions Edit Panel – Top
The following parameters are on the top section of the Telephony Features Permissions edit
panel, shown in Figure 10-3:
Name: This specifies a descriptive name of the CoS that you are creating or editing.
Max. Call Stack Depth: This lets you specify the maximum number of
simultaneous calls that can be “stacked” on a user’s extension. When this number
is met, additional inbound calls are routed to the call forward busy destination.
Valid entries are 1 through 16
Max Buddies Per Users: This option specifies the number of individuals that a
service class member can designate as a contact in Communicator. Users can
monitor presence status of their contacts.
Max. Parties in Make Me Conference: This lets you specify the maximum number
of parties that can be included in any Make Me Conference call made from your
site. Select the number of parties from the drop-down. The default number is 3.
Valid values are 3 through 6.
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IM Presence Invitation Handling: This option designates the default method of

handling requests for viewing IM presence status. Each user can specify personal
handling methods through Communicator.
Allow Call Pickup: This check box enables call pickup, which lets users pick up
any ringing extension (including the night bell) or pick up any parked call.
Allow Trunk-to-Trunk Transfer: This check box enables trunk-to-trunk call
transfers. A trunk-to-trunk transfer is defined as follows:
— An internal party is talking with an external party. The internal party transfers
the external party blindly or consultatively to an external party via the telephone
or a ShoreWare Communicator application.
— A three-party conference call with one internal party and two external parties
when the internal party drops from the call via the telephone or a ShoreWare
Communicator application.
A trunk-to-trunk transfer is not an external party forwarded to an external number
by a user’s call handling mode. This is not to be confused with Allow External Call-
forwarding.
This feature is automatic and by-passes toll-related call permissions. If there is the
potential for toll fraud by employees who might abuse this feature, limit this
permission to only a few select user groups. For example, only the executive and
sales user groups may be granted permission.
If this parameter is enabled, trunk-to-trunk transfers can be managed from the Call
Control Options edit page.
Allow Overhead and Group Paging: This check box lets users dial any site paging
extension and make an announcement using the overhead paging system or group
paging.
Allow Make Hunt Group Busy: If granted, this permission allows the user to busy
out a hunt group or return it to service by keying *18 on the telephone keypad. In
addition, the Quick Look maintenance page can be used to busy out or return a
hunt group to service. Calls will be forwarded to the Busy Destination set in the
Hunt Groups page.
Should a hunt group be busied out while on a holiday or off-hours schedule, the
schedule takes precedence.
Allow Extension Reassignment: This check box lets users reassign their extension
to another telephone.
Allow PSTN Failover: This check box indicates that site-to-site calls that fail over
proprietary routes will be automatically made over a PSTN number. The PSTN
number to use in case of failure must be entered on the User edit page.
Show Caller ID Name and Number on Monitored Extensions: Select this check
box to enable the monitoring party to see information about the incoming calls on
the monitored party's line. If unchecked, the incoming call will still be shown with
an icon and LED, but not textually in the announcement area.
Enumerate Individual Held Calls for Unpark: Select this option to authorize users
to view individual calls parked on another user’s call stack. User’s require this
authorize to specify the call to be unparked from another user’s stack.
Allow Customization of IP Phone Buttons and Communicator Monitor
Windows: Select this check box to allow users to configure the programmable
buttons on their ShorePhone or BB24 device.
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Clear the check box to prevent users from being able to configure custom buttons.
This action will, for example, prevent users from being able to configure their
phones to monitor the extension of anyone they please and will require that
extension monitor, and other features, be set up by a system administrator.
Without the box checked, only the system administrator can configure a user's
phone for extension monitoring. Extension Monitor will only monitor those
extensions that are monitored on the phones. If there are none, extension Monitor
is disabled.
Show Extensions with Different Prefixes in Directory: Select this check box to
display extensions that have different prefixes. The On-Net Dialing feature often
results in a remote site having a different prefix from a headquarters site. Enabling
this check box will cause all extensions (even those at the remote sites) to appear in
the directory.
Allow Collaboration Features: Checking this box allows document sharing. See
Chapter 11 for additional information
Allow Recording of Own Calls: Checking this box grants permission to record
one’s own calls. This will also be impacted by the Enable Monitor/Record Warning
Tone parameter in Chapter 9.
Allow Intersite Video Calls: When this option is selected, class members are
authorized for video calls with users located at other ShoreTel sites.
The following parameters are on the bottom section of the Telephony Features Permissions
edit panel, shown in Figure 10-4:
Directed Intercom/Paging: The Allow initiation check box and Accept radio
buttons can be used to configure the intercom/paging calls function.
See Section 12.4.4 for details on configuring this option.
Whisper Paging: The Allow initiation check box and Accept radio buttons can be
used to configure the intercom/paging calls function.
Barge In: Barge In permits one party to join an existing call as a fully conferenced
participant. When barge in is initiated, a brief intrusion tone is played to the other
participants and (if present) the monitor/record warning tone is discontinued.
Checking Allow initiation allows users with this CoS to barge in on users with
Accept Barge In enabled.
See Secton 12.4.4 for details on configuring this option.
Record Other’s Calls: Select this check box to allow a user to record the calls of
another user (e.g. allowing a supervisor to record the calls of an agent in a call
center environment).
The “Selectable Mailboxes” feature allows the automatic placement of recorded
calls into mailboxes other than that of the client who initiated the call recording.
See “Record Call” and “Record Extension” in Table 12-1 for details.
A monitor/record warning tone is played. To make recordings silent, disable the
warning tone. See Section 9.13.2.1 for details.
Monitor Other’s Calls: These check boxes allow the user to monitor calls. The
monitor/record warning tone is played, if enabled in Call Control.
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Figure 10-4 Telephony Features Permissions Edit Panel – Bottom

Allow Call Handling Changes: These check boxes allows users to make changes to
their call handling settings.
— Current Mode—Checking this box allows users to change their current call
handling mode from ShorePhone IP phones and Personal Communicator.
— Detailed Settings—Checking this box allows users to change all call handling
settings, such as call forward destinations, from Personal Communicator.
Allow External Call-forwarding and Find Me Destinations: This check box lets
users forward incoming calls to an external number, as restricted by the Scope,
Restrictions, and Exceptions parameters.
This must not be confused with Allow Call Transfer Trunk to Trunk.
Allow External Assignment: This check box allows users in this CoS to assign
their extension to a PSTN phone for use with the Extension Assignment feature. By
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selecting this check box, the user will be able to treat his cell phone or home phone
as an extension on the ShoreTel system.
Allow Additional Phones to Ring Simultaneously and to Move Calls: This check
box allows users in this CoS to to configure up to two phones to ring at the same as
the assigned phone. The configuration of Additional Phone is available through the
user's ShoreTel Call Manager or from the ShoreWare Director's user page.
Once configured, the user will receive calls on their ShoreTel extension and all
additional configured phones, simultaneously. For convenience, this function can
be suspended by the users using several interfaces. A ring delay can be optionally
configured by the Administrator, which allows the Assigned Phone to ring first if
desired.
After the Simultaneous Ringing call is established, the call may be moved between
the Simultaneous Ringing devices. The Call Move mechanism can be initiated by a
“Call Move” IP Phone programmable button on the ShoreTel IP 655 Phone (other
options abailable from ShoreTel IP Phones, Analog and SIP devices and ShoreTel
Communicator).
Scope: Scope allows a general permission level setting. Levels are presented from
the most restrictive to the most permissive. The Restrictions and Permissions listed
are applied in addition to the general scope setting.
— Local Only allows forwarding or extension reassignment only to local or
additional local area codes, as defined on the Site edit page.
— National Long Distance also allows forwarding or extension reassignment to
long-distance numbers within the country, as defined on the Site edit page.
— National Mobile allows forwarding or extension reassignment to mobile
numbers. Some countries use “caller pays” mobile calling, so do not select this
radio to avoid incurring the associated costs of calls being sent to a mobile
phone.
— International Long Distance also allows forwarding or extension reassignment
to international numbers, as defined on the Site edit page.
— All Calls allows forwarding or extension reassignment to any number,
including 900, Operator Assisted, and Carrier Select numbers. This is the
default.
Restrictions: The Restrictions and Permissions listed are applied in addition to the
Scope setting. The comma-separated restriction expressions are limited to a total of
50 characters.
Follow these guidelines for entering restrictions:
— Numbers must be entered in canonical format, including the international
designation “+” and country code. For example, to restrict forwarding to the
408 area code in the U.S., use +1408.
— Non-routable calls (311, 411, etc.) for a country must be designated by the
country code plus the “/” character. For example, to restrict forwarding to 311
in the U.S., use 1/311.
— Each field can contain multiple entries as long as they are separated by commas
or semicolons.
— Each entry must consist of numbers only.
— Access codes, such as 9, must not be included.
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— The wildcard of “x” can be used.

When a call is both restricted and permitted, it is permitted. For example,
restricting +1 408 and permitting +1 408 331 restricts all calls to the 408 area code
except those to 408 331-xxxx.
Permissions: The Restrictions and Permissions listed are applied in addition to the
50 characters.
Follow these guidelines for entering permissions:
— Numbers must be entered in canonical format including the international
designation “+” and country code. For example, to permit forwarding to the
408331 area code and prefix in the U.S., use +1408331.
country code plus the “/” character. For example, to permit forwarding to 311
in the U.S., use 1/311.
or semicolons.
10.2.2 Call Permissions

This section describes the classes of service that configured in the Call Permissions edit
page, shown in Figure 10-5. Call permissions are assigned to user groups, providing users
with specific telephone calling permissions.
Figure 10-5 Call Permissions Edit Panel
The parameters on the Call Permissions edit page are as follows:

Name: This is a descriptive name of the Class of Service record being added or
edited.
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Scope: Scope allows setting a general permission level and is presented from the
most restrictive to the most permissive. The Restrictions and Permissions listed are
applied in addition to the general scope setting for the Class of Service.
— Internal Only allows calls only to internal extensions and to the configured
emergency number.
— Local Only allows calls only to local or additional local area codes, as defined
on the Site edit page.
— National Long Distance also allows calls to long-distance numbers within the
country, as defined on the Site edit page.
— International Long Distance also allows calls to international numbers, as
defined on the Site edit page.
— All Calls allows calls to any number, including 900, Operator Assisted, and
Carrier Select numbers, as well as use of Vertical Service Codes. This is the
default.
Restrictions: The Restrictions and Permissions listed are applied in addition to the
50 characters.
Follow these guidelines for entering restrictions:
— Numbers must be entered in canonical format including the international
designation “+” and country code. For example, to restrict calls to the 408 area
code in the U.S., use +1408.
country code plus the “/” character. For example, to restrict 311 in the U.S., use
1/311.
or semicolons.
Permissions: The Restrictions and Permissions listed are applied in addition to the
250 characters.
Use the following guidelines for entering permissions:
— In general, numbers must be entered in canonical format including the
international designation “+” and country code. For example, to permit calls to
the 408331 area code and prefix in the U.S., use +1408331.
country code plus the “/” character. For example, to permit 311 in the U.S., use
1/311.
or semicolons.
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10.2.3 Voice Mail Permissions

This section describes the classes of service that you configure from the Voice Mail
Permissions edit page, shown in Figure 10-6. Voice mail permissions are assigned to user
groups, providing users with specific usage of the ShoreTel voice mail system.
Figure 10-6 Voice Mail Permissions Edit Panel
The parameters on the Voice Mail Permissions edit page are as follows:
Name: This is a descriptive name of the CoS record that you are creating or editing.
Incoming Message Length: This is the maximum length of an incoming voice mail
message.
Valid values are from 1 to 3600 seconds. The default is 300 seconds.
Incoming Max. Messages: This is the maximum number of messages that can be
queued in a mailbox, including new, saved, and deleted messages.
Valid values are from 1 to 500 messages.
Outgoing Message Length: This is the maximum message length that a user can
record before sending a message to another extension. This parameter controls
both the composed message and the greeting.
Do not confuse this with the user’s personal voice mail greeting.
Valid values are from 1 to 3600 seconds.
Lifespan of Voicemail Password: Select this check box to have the system
periodically require users to change their TUI passwords. It is recommended to
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enable this feature as requiring periodic password changes increases the security of
the system.
The password change applies to the following Dialed Number types:
— User extensions
— Workgroup extensions
— Route point extensions
— External user extension
Valid values are from 30 to 365 days. The default value for the time limit is 90 days.
Days in Advance of Password Expiration Before Warning: When the Lifespan of
Voicemail Password is selected, this option to warn users that their password is
about to expire also becomes active. Select the check box to enable the feature, thus
allowing users to be notified prior to the expiration of their passwords, and giving
them time to proactively change their passwords days or weeks in advance of the
actual expiration date.
Enable the feature by selecting the check box and then entering the number of days
((prior to the password expiration), at which point group members will begin
receiving warning messages. If the check box is not selected or if “0” is placed in
the data entry field, password expiration warning messages are not delivered to the
group member.
Valid values are from 1 to 30 days. The default value for the time limit is 7 days.
Allow Access to Broadcast Distribution List: This gives users access to the
company-wide distribution list. A user with this permission is able to broadcast
voice mail messages to all users throughout the company.
Allow Access to System Distribution Lists: This gives users access to system
distribution lists.
Allow Message Notification: This enables message notification. It might be further
qualified by Allow Message Notification to External Number.
This is enabled as a system default.
Allow Message Notification to External Number: This permits message
notification to an external number. It cannot be set unless Allow Message
Notification is enabled.
This is enabled as a system default.
Auto-Delete:
— Delete Saved / Unheard Messages after (30-2000) days: Select this check box
to have the system automatically delete saved or unheard voice mail messages
that are older than n days.
Valid values are from 30 to 2000 days. The default value for the time limit is 0
days (meaning the feature is disabled).
— Delete Heard Messages after (30-2000) days: Select this check box to have the
system automatically delete heard voice mail messages after n days.
Valid values are from 30 to 2000 days. The default value for the time limit is 0
days (meaning the feature is disabled).
As with Saved/Unheard messages, the user will receive several warnings before
messages are deleted (see above for details).
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— Enable Auto-Delete Notification: Select this check box to have the system
automatically delete heard voice mail messages after n days. This option is
available only if Delete Saved / Unheard Messages after (30-2000) days or
Delete Heard Messages after (30-2000) days is selected.
If enabled, users who have messages older than the expiry time limit will
receive multiple warnings in the form of email and/or voice mail messages
indicating that their voice mail messages (that exceed the time limit) will be
deleted. The first warning is sent two weeks before the expiration deadline, and
a second message is sent one week prior to deadline.
After the time limit has passed, the user will receive a message similar to the
following: “Your mailbox was cleaned automatically; n messages were deleted.”
This message can be emailed to the user if an address has been configured in
Director > Edit User > General tab.
10.3 User Groups

Configuring user groups is the second step in configuring users. The User Groups page,
shown in Figure 10-7, lets you create user groups and edit existing user group
configurations. To access the User Groups list page, click User Groups from the navigation
frame.
Figure 10-7 User Groups List Panel
10.3.1 User Group List Page Column Definitions

The columns in the User Groups table are as follows:
Name: This is the name of the user group.
Telephony Features: This is the telephony features permissions CoS associated
with the user group.
Call: This is the call permissions CoS associated with the user group.
Voice Mail: This is the voice mail CoS associated with the user group.
SMDI: This is the Simplified Message Desk Interface mode set for the user group.
Also see Section 4.3.
Account Codes: This is the account code collection mode set for the user group.
Also see Section 9.2.
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DID As CESID: Indicates whether a DID number should be sent as the Caller’s
Emergency Service ID number for a 911 emergency call.
When you click Add new or click the name of an existing user group from the User Groups
page, the User Group edit page, shown in Figure 10-8, appears.
Figure 10-8 User Group Edit Panel
10.3.2 User Group Parameters

The parameters on the User Group edit page are as follows:
Name: This is a descriptive name of the group you are adding or editing.
COS – Telephony: This is the telephony features permissions CoS associated with
the user group.
COS – Call Permissions: This is the call permissions CoS associated with the user
group.
COS – Voice Mail: This is the voice mail permissions CoS record associated with
the user group.
Simplified Message Desk Interface Mode: Select from None, External Voice Mail,
or ShoreTel Voice Mail. Select External Voice Mail if an application server is
functioning as a PBX for a legacy voice mail system. Select ShoreTel Voice Mail if an
application server is functioning as a voice mail server for a legacy PBX. Also see
Section 4.3.
Account Code Collection: Select from Disabled, Optional, or Forced account code
collection for the selected user group.
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— Disabled—Account collection is not active for this group.

— Optional—Users are prompted to enter an account code. If no account code is
entered, the call is completed without account code records.
— Forced—Users must enter an account code for all calls outside the bounds of
the call permissions set for the user.
For more information about account codes, see Section 9.2.
Show Communicator users a list of account codes when dialing: Enabling this
option allows Communicator users to select an account code from the complete list
of account codes when prompted for an account code. Disable this feature to
restrict the user’s visibility of account codes.
Send Caller ID as Caller’s Emergency Service Identification (CESID): The caller
ID configured on the User’s page is the telephone number sent to the service
provider when a user dials an emergency services number (e.g., 911 in the U.S.).
Default setting is checked on. If this option is not selected, the outbound caller ID
will be either the user’s DID or the site’s CESID.
For more information on emergency and 911 calls, see Appendix A for more
information.
Send DID as Caller’s Emergency Service Identification (CESID): This is the
telephone number sent to the service provider when a user dials an emergency
services number (e.g., 911 in the U.S.) from their home phone. If this option is not
selected and Send Caller ID as Caller’s Emergency Service Identification (CESID) is
also not selected, the outbound caller ID will be the site’s CESID.
For more information on emergency and 911 calls, see Appendix A for more
information.
Outgoing Trunk Groups (Access Code): These are the trunk groups to which this
user group has access for outgoing calls.
For more information about trunk groups, see Chapter 7.
Multiple trunk groups may be assigned the same access code.
10.4 Individual Users

Configuring individual users is the final step in setting up user parameters. From the
Individual Users list page, shown in Figure 10-9, invoke the Edit User page by selecting a
site and clicking Go. The Edit User page specifies the user’s general information, personal
options, distribution lists, and workgroups.
If there are more users than can be displayed on one page, use the forward and backward
arrows to page through the names and specify the number of records to display per page.
10.4.1 Individual Users List Panel

The columns in the Individual Users list page are defined as follows:
First Name: The first name of the user.
Last Name: The last name of the user.
Site: The site associated with the user.
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Figure 10-9 Individual Users List Panel
User Group: The user group that is associated with the user.
Client Type: The Communicator type for which the user is authorized.
Extension: The user’s extension.
Mailbox: The user’s voice mailbox.
Switch: The switch associated with the user.
Port: The port associated with the user or the MAC address of an IP phone.
Status: This shows the user’s telephone port status.
Home indicates that the user is at his or her home telephone port; Assigned
indicates otherwise.
To add or edit a user’s profile from the Edit User page, fill out the four tabs – General
information, Personal Options for user options, Distribution Lists, and Workgroups – as
described in the following sections. For information on importing user information from a
spreadsheet, see Section 10.6.1 on page 292.
10.4.2 User Configuration panels

10.4.2.1 General panel
General information about new and existing users is provided under the General tab on the
Edit User page. Many data entry fields are automatically filled from other Director fields.
The following three subsections describe parameters on the General panel.
Upper-Section Parameters
The parameters in the upper portion of the Edit User: General panel, are shown in Figure
10-10.
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Figure 10-10 Edit User: General panel – Top section
The following are description of parameters located in the upper section of the Edit User:
General panel.
First Name: Specifies the first name of a user, fax machine, conference room, or
“virtual user.”
Last Name: This is the last name of the user.
Number: This is the user’s extension.
When configuring a new user, this field auto-fills with a number based upon a local
cookie that was stored the last time a new user was configured.
License Type: Set the user’s license type from the following values: Extension and
Mailbox, Extension-Only, and Mailbox-Only.
— Extension and Mailbox—The user will have both a phone extension and an
internal ShoreTel mailbox for voice mail.
— Extension-Only—The user will have an extension but no mailbox. Use
Extension-Only if, for example, the user has a mailbox for voice mail on a
legacy switch or PBX. Selecting Extension-Only results in the following:
❋ The voice mail server drop-down menu and associated check boxes are
disabled.
❋ User groups with SMDI ShoreTel voice mail are not available.
— Mailbox-Only—The user will have a mailbox on the ShoreTel switch but will
not have a phone extension. Selecting Mailbox-Only results in the following:
❋ User groups with SMDI External voice mail are not available
❋ Ports cannot be assigned to Mailbox-Only users.
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❋ Extension Assignment is not available to Mailbox-Only users, regardless of

CoS settings.
ShoreTel capacity is licensed by user license type. Make sure you have licenses
for all users and required types.
Access License: The access license field enables assignment of various levels of
permissions for users using the ShoreTel Communicator application. Select from:
— Personal (default)—This access level is available to all users and delivers
desktop call control, visual voice mail, call history, and directory services, as
well as options to control call handling and message notification. Since this is
the default client configuration, it does not require a special license.
— Professional – This access level provides access to all functions available
through Personal Communicator plus Instant Messaging, Presence, Contact
Viewer, and SoftPhone. A video license is also provided to users that have rights
to Professional Communicator, providing access to VGA video.
— Workgroup Agent—This access level is typically assigned to members of a
workgroup and provides access to all features available through Professional
Communicator, except video, plus workgroup features, including login, logout,
wrap-up, queue monitor, and shared workgroup mailbox.
— Workgroup Supervisor—This access level is typically assigned to the supervisor
of a workgroup and provides access to the agent monitor, in addition to all
features available to Workgroup Agents.
— Operator—This access level is typically assigned to operators, secretaries, and
executive assistants. In addition to all features available in Workgroup
Supervisor, it provides access to XGA Video and detailed information about
destination extensions, including access to an extension monitor.
See Section 11.1 for more details.
Caller ID: This number is used for caller ID on outbound calls. A caller ID entered
here will take precedence over the user’s DID and the site’s CESID number (both
for normal outbound and 911 calls). If no number is entered, the user’s DID or the
site’s CESID will be used for outbound caller ID.
This feature is available only on outbound calls using a T1 PRI trunk.
DID: This provides the user with a Direct Inward Dial (DID) number. The number
defaults based upon a cookie that is locally stored since the last time you saved a
user. This requires that DID services are properly configured against the desired
trunk group. This is enabled by default if a DID trunk group is configured.
Refer to Section 7.2.3.2 for additional information about DID numbers and ranges.
PSTN Failover: Select from None, DID, or a specific phone number. When a
specific phone number is to be entered, a text box opens. This field supplies the
PSTN number to be dialed to complete a failed site-to-site call. When DID is
selected and a call fails, the call is routed via the PSTN network to a local PSTN
DID number for the user. When an external number is supplied and a call fails to
go directly to its intended extension, the call is routed to the number indicated, for
example, an auto-attendant.
The user must have a Class of Service that has “Allow PSTN Failover” enabled. See
Section 10.2 for more information.
If there is no available bandwidth or if a WAN is down for a site to site call and if
the call destination has no PSTN failover, the call is directed to voice mail.
ShoreTel 11.1 275

User Group: This displays all user groups. Associate one group with the user. The
system default is Executives. However, this default value may be modified using the
Preferences menu of Director. Clicking Go to this User Group invokes the
associated user group page.
Site: This is the site for the user. This filters the list of switch ports that you must
select from as well as provide a different default DID number if available.
Language: Select the language this user will hear for voice mail prompts from the
drop-down list of available languages.
Primary Phone Port: This displays a list of available switch ports and IP phones.
Select the switch port or IP phone to be associated with this user.
If assigning an analog port and a selection is not specified, ShoreTel Director selects
the next available port.
Selecting IP Phone causes the drop-down list to display Any IP Phone as the default.
For information about the Any IP Phone feature, see Chapter 12.
If y Port is selected, the drop-down list displays ports available for phone use.
To create a user without a port (a virtual user), select SoftSwitch as the home port.
Assigning users to an analog port or SoftSwitch for their home port can cause the
loss of phone service if the user selects the Go Home option in Communicator.
ShoreTel recommends that Extension Assignment users be assigned Any IP phone
as their home port.
Current Port: This field indicates the user’s current switch port. This shows which
switch port the user has assigned himself or herself. This field cannot be changed
directly. Change the current port setting to the home port by clicking Go Home.
Clicking Go Home causes the system to force the user back to his or her home
telephone. This option is useful when a temporary user is no longer using that
phone.
Jack #: This is an informational field where the patch-panel jack number associated
with the user’s switch port may be recorded.
Mid-Section Parameters
The parameters in the middle portion of the Edit User: General panel, are shown in Figure
10-11.
The following provides a description of the parameters located in the middle section of the
Edit User: General panel.
Mailbox on Server: This enables the user’s voice mailbox. The drop-down list
allows selection of the server to host this mailbox. This is enabled by default.
Changing a user’s server requires the user exiting and re-launching the client to
establish a connection to the new server.
Accept Broadcast Messages: When enabled, this lets individual users receive
broadcast messages. Disable this feature for users who do not want to receive
broadcast messages. This is enabled by default.
Include in System Dial By Name Directory: When enabled, this causes the user’s
name to be included in the auto-attendant’s dial-by-name directory.
This is enabled by default.
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Figure 10-11 Edit User: General panel – Middle section
Make Number Private: Checking this check box removes this number from the
system directory and call handling destination lists.
Fax Support: If a port is connected to a fax machine and is in an environment
where SIP PSTN gateways are used, this option can be configured such that the
switch will freeze the jitter buffer and disable the echo canceller at the beginning of
the call to ensure that faxes are clearly and reliably transmitted. (While jitter buffer
and echo canceller enhance the quality of voice calls, they impede reliable fax
transmission.) Options are:
— User - No Redirect (Extension is connected to a user; do not redirect inbound
fax calls)
— User - Redirect (Extension is connected to a user; redirect inbound fax calls to
site fax redirect extension)
— Fax Server (Extension is connected to a fax server; do not redirect inbound fax
calls but pulse DTMF digits)
— Fax Machine (Extension is connected to a fax machine; do not redirect
inbound fax calls)
Allow Video Calls: Selecting this option allows the user to perform video calls.
Video calls is a user-licensed feature.
Allow Telephony Presence: Telephony presence indicates a user’s availability for
accepting voice calls. Select this option to allow the user to access telephony
presence information about other users.
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Share Call Appearances: This field allows a user to participate in Shared Call
Appearances functions, assuming that a Bridged Call Appearance extension has
been configured. See Section 9.6 for more information about Shared Call
Appearances and Bridged Call Appearance configuration.
Allow Use of SoftPhone: Check this box to allow the user to have access to the
SoftPhone option in Communicator.
Allow Phone API: Third-party developers have the ability to create applications
that can run on certain ShoreTel IP phone models. (Check with a ShoreTel
representative for models that support this behavior.)
Selecting this checkbox enables the IP phone associated with this user to go into
PAPI browser mode, thus allowing the phone to run those third-party applications.
Allow Mobile Access: Select this checkbox to enable Communicator for Mobile
(CM) to run on this user’s mobile device. The CM client software consists of a
small Java applet that is installed on a mobile device, such as a BlackBerry. The CM
software provides remote/mobile users with an interface similar to ShoreWare
Communicator.
Clear this checkbox to disable Communicator for Mobile on this user’s mobile
device.
Delayed Ringdown: Select this checkbox to enable Delayed Ringdown for the
extension. If this parameter is not enabled, all other Ringdown parameters are not
selectable. Refer to Section 9.15.3.1 for information about Ringdown.
— Extension: Select this option to specify a ShoreWare extension as the recipient
device, then enter the extension of the recipient device in the corresponding
data entry field.
— External Number: Select this option to specify a phone outside of the
ShoreWare network as the recipient device, then enter the phone number of the
recipient device, including the Trunk Access Code of the ringdown trunk, in
the corresponding data entry field.
— Ringdown Delay: Enter the period of time that the phone waits after the user
picks up the handset before initiating the ringdown call. Enter 0 in this field to
cause the phone to immediately dial the ringdown device whenever the
handset is picked u
Bottom-Section Parameters
The parameters in the bottom portion of the Edit User: General panel, are shown in Figure
10-12.
The following are description of parameters located in the bottom section of the Edit User:
General panel.
Client User ID: This is the login name that a user uses when logging into the
ShoreWare Communicator or ShoreWare Director. By default, it is the first initial of
the user’s first name followed by the user’s entire last name. This can be changed at
your discretion.
This field is automatically filled in when western language data is entered in the
First Name and Last Name fields.
Client Password: This is the password that a user will use when logging in to the
system from the ShoreWare Communicator or ShoreWare Director. Characters that
are entered in this field appear as asterisks.
278
Figure 10-12 Edit User: General panel – bottom section
The default password is changeme. Users are asked to change this password the first
time they log in to the system.
It is recommended that this password NOT be changed because it is used by users
who are configuring their Communicator for the first time.
Voice Mail Password: This is the password that a user uses when logging in to his
or her voice mailbox from the telephone. Characters that are entered in this field
appear as asterisks.
The default password is 1234. Users are asked to change this password the first
time they log into the system.
It is recommended that this password not be changed because it is used by users
who are configuring their telephone for the first time.
— Must Change on Next Login: This check box is selected by default when a new
user is created. This forces the user to enter a new password the first time they
log into their mailbox. Once the user has entered a new password, the system
clears this checkbox.
If a user has forgotten his or her password, the system administrator can reset
this option (i.e. select the checkbox) and enter a generic password, thus
allowing the user to re-enter a new password.
SIP Password: Entering a value in the data entry box enables the extension to
support SIP. Clearing the SIP Password data fields disables the extension from
supporting SIP. Refer to Section 18.2.6.5 on page 411 for more information.
Email Address: This is the user’s e-mail address. By default, it is automatically
entered when you enter the user’s first and last names in the First Name and Last
Name fields. It consists of the first initial of the user’s first name followed by the
ShoreTel 11.1 279

user’s entire last name—for instance, sdemont. In addition, the

@companyname.com domain is saved in a cookie on your workstation each time
you save a user. This information is then presented as a default, which can be
changed at your discretion.
Be sure to delete this field if the user does not have or use e-mail.
Conference Bridge: From the drop-down list, choose the conference bridge server
to be used for conference calls. The user must also have a class of service that
permits conference calls.
— Server—Select the conference bridge server to be used by this user.
— User ID—Set up a conference call User ID.
— Password—Set up a password for this User ID.
— Password: Enter the password, as recognized by the specified Presence server,
that authenticates the User ID to the server.
10.4.2.2 Personal Options

To configure new and existing users’ personal options, click the Personal Options tab
(shown in Figure 10-13) on the Edit User page. After making entries, click the link at the
bottom of the page to return to the user’s edit page.
Figure 10-13 Edit User Page – Personal Options
280
The parameters under the Personal Options tab on the Edit User page are as follows:
CALL CONTROL OPTIONS

Current call stack size: A call stack is the ShoreTel extension component that
manages an entity’s call appearances. The call stack size defines the maximum
number of calls – including active and held calls – that an extension can handle
simultaneously. When this number is exceeded, calls are either given a busy tone or
forwarded, depending on the call handling mode that is currently in effect.
Valid values are 1 through 16 with the limitation that the value specified in the call
stack size of the user’s CoS becomes the upper limit.
Ring Type: Select from the drop-down list of one of the four different ring types.
The ring type will apply to ShorePhones. It will not apply to analog telephones.
Note that the ring type is a personal option for the user and not a configuration
setting of the phone. When a user moves from phone to phone, their ring type will
follow them.
Also, keep in mind that most ShoreTel IP phone models support the ability to load
customized ring tones onto each phone, so that each user can have a unique ring
tone, if desired. See Section 8.4.1 on page 169 for details.
Wall Paper: This field allows the user to select the “wallpaper” or background
appearance of their Communicator program.
Automatic Off-Hook Preference: Select the speakerphone, headset, or wireless
headset radio button to automatically route incoming or outgoing calls to the
desired audio pathway. This option is intended for users who rely primarily on a
headset (standard or wireless). This feature eliminates the requirement to manually
press the Headset button on the IP phone to activate the headset.
The default is speakerphone.
For configuration instructions, refer to Section 8.4.3 on page 174.
Handsfree Mode: This enables the user’s handsfree mode. When enabled, dial tone
is disabled so that the user can use a headset or speakerphone to answer and make
calls from the desktop client.
Handsfree mode is useful for both headset and speakerphone users.
The default is disabled.
Call Waiting Tone Enabled: This enables the user’s call waiting tone. When
enabled, the user hears the tone from the telephone handset when a second call is
waiting.
The default is enabled.
Subtle differences can be heard in the call waiting tone one hears for a direct
extension as opposed to a monitored BCA extension. This difference has been
implemented to help differentiate between the two.
Trunk Group Access Code: This lets you assign the default trunk access code for
this user. Although this actually lists trunk groups, the only parameter leveraged is
the access code. If the user has access to multiple trunk groups with the same
access code, these trunks are seized based upon the Network Call Routing feature
operation described in the ShoreTel Planning and Installation Guide.
This eliminates forcing every user to configure his or her desktop client with the
proper access code for dialing.
ShoreTel 11.1 281

Mailbox for Recorded Calls: Call can be monitored or recorded by people with
appropriate permissions. Indicate the mailbox to be used for recordings. The
maximum length of recording is determined by the voice mail class of service for
the destination mailbox.
Program IP Phone Buttons: This link takes you to the Program IP Phone Buttons
page where you can assign functions to the ShorePhone or BB24 programmable
buttons.
For configuration instructions, refer to Secton 8.4.4.
Copy: This button takes you to the Copy IP Phone Buttons page. The Copy button
reduces the tedious work of configuring the programmable buttons on each user’s
IP phone by allowing a system administrator to copy a programmable button
configuration from one user to another.
For configuration instructions, refer to Section 8.4.4.3.
Program Communicator Toolbars: This link takes you to the Program
Communicator Toolbars page where you can create new toolbars and assign
common functions to the buttons on that toolbar.
The customizable toolbars that extend across the top of the Communicator user
interface. The buttons in these toolbars can be programmed with common
operations in a manner similar to the custom buttons on some IP phone models.
Communicator users can then perform many operations (e.g. “speed dial” or open
URL) just by clicking a button on the toolbar.
For configuration instructions, refer to Section 11.1.8.
External Assignment: This link takes you to the Find Me and External Assignment
page where you can set two Find Me numbers as forwarding destinations, or where
you can enter an external PSTN phone number for use with the Extension
Assignment feature.
For configuration instructions, refer to Section 12.3.2.1 or refer to Chapter 12.
CALL HANDLING MODE OPTIONS

Current Call Handling Mode: This lets you set the current call handling mode for
the user. Users can select and edit each call handling mode from their desktop
client.
The default is Standard.
For more information, see Section 12.3.2.1.
Delegation: You have the option of delegating the call handling management to one
or more other users. This feature is helpful for users who may want their personal
assistants to change their call handling mode for them.
For more information, see Section 12.4.3.
Outlook Automated Call Handling: This lets a user’s Microsoft Outlook Calendar
control his or her call handling mode. Select this check box to enable this feature.
Edit Call Handling Modes: The links under this section bring you to the call
handling mode configuration pages. Call handling modes specify how, when, and
where calls are forwarded, and whether the user requires message notification
when voice mail is received.
For configuration instructions, refer to Section 12.3.2.2.
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MAILBOX OPTIONS
Find Me: This link takes you to the Find Me and External Assignment page where
you can set two Find Me numbers as forwarding destinations, or where you can
enter an external PSTN phone number for use with the Extension Assignment
feature.
For configuration instructions, refer to Section ion 12.3.1.1 or refer to Chapter 12.
Escalation Profiles and Other Mailbox Options: This link takes you to the
Escalation Profiles and Other Mailbox Options page where you can create Message
Notification Escalation Profiles, configure Email Delivery Options for a user, and set
up Automatic Message Forwarding.
For configuration instructions, refer to Section 13.4.2.
10.4.2.3 Distribution Lists

A distribution list lets a user easily send a voice mail message to multiple users at one time.
Each distribution list has a descriptive name and distribution list number associated with
it.
Distribution lists are added to the system from Section 13.1 on page 331.
Users can be associated with the distribution lists from either the Distribution Lists options
on the Edit User page (Figure 10-14) or the System Distribution List edit page (see Section
13.1). When a user is associated with a distribution list, that user receives messages sent to
that list.
If the user clicks the Distribution Lists tab on the Edit User page, the System Distribution
List page appears.
The Distribution List Memberships box shows the distribution lists that are currently
available. Clicking their check boxes adds or removes the user from the indicated list.
Users can be associated with more than one distribution list.
Figure 10-14 Edit User Page (Distribution Lists Tab)
10.4.2.4 Workgroups
The Workgroups tab on the Edit User page allows editing a user’s workgroup membership,
as shown in Figure 10-15. Users can belong to multiple workgroups; however, a user’s login
status is the same for all workgroups of which he is a member.
ShoreTel 11.1 283

Figure 10-15 Edit User Page (Workgroups Tab)
The Workgroups box shows the workgroup lists that are currently available. Clicking the
check boxes adds or removes the user from the indicated list. Click the Logged In check
box to activate membership.
10.4.3 System Directory Record

When adding a new user to the system, a user entry is automatically made to the system
directory. Edit a user’s system directory record by going to the System Directory Entry edit
page, shown in Figure 10-16.
Edit some or all of the fields on the System Directory Entry edit page as needed. The First
Name, Last Name, and E-mail Address fields are automatically entered when adding a new
user. Fields modified on either page are automatically updated on the other page.
Figure 10-16 System Directory Edit Entry Page
284
10.5 Active Directory

Directory services store organization information and settings in a central, organized,
accessible database. Active Directory (AD) is the Microsoft application that implements AD
on Windows based systems. AD is widely deployed among large enterprises.
The ShoreTel AD implementation supports the synchronization of user records between the
ShoreTel database and other applications using Active Directory on Windows based
networks.
ShoreTel AD includes the following features:
Authentication of AD Users, as described in Section 10.5.1.4.
Synchronizing AD Directory and ShoreTel Director user records, as described in
Section 10.5.2.
Bulk Provisioning of User Accounts, as described in Section 10.5.3.
10.5.1 Active Directory Implementation

Active Directory Integration is an optional ShoreTel feature that is disabled by default.
Systems that disable AD Integration do not recognize links to the Active Directory for
properties attached to system users and do not provide AD authentication,
synchronization, or provisioning services.
When AD Integration is enabled, only users that have Administrative Permissions can log
into Director. This requires the explicit definition of at least one administrator role and the
assignment of users requiring Director access to an administrative role.
10.5.1.1 Enabling AD Integration on a ShoreTel System

Active Directory is enabled from the Edit Other System Parameters panel, as shown in
Figure 10-17, is accessed through ShoreWare Director by selecting Administration ->
System Parameters -> Other. To enable Active Directory, select Enable AD Integration
located at the bottom of the panel, then enter the Active Directory path in the data entry
field.
Figure 10-17 Enabling Active Directory
ShoreTel 11.1 285

IMPORTANT Since AD prevents anonymous users from logging in through the default
admin account, at least one user must be assigned Administrative rights before
enabling AD.
Section 10.5.1.2 provides a procedure that includes required user and
administrative assignment steps for enabling Active Directory on a newly installed
ShoreTel system.
10.5.1.2 Configuring AD on a New System

The following procedure enables AD Integration on a new system, includes initial user
configuration and assignment of administrative permissions:
Step 1 Login to an Active Directory account through which ShoreWare Director will be
accessed.
Step 2 Access ShoreWare Director through the following parameters:

username – admin
password – changeme
Step 3 Add a user to the ShoreTel system with Client User ID name that matches the
Active Directory login name.
To add a system user, select Administration -> Users -> Individual Users from the
Main Menu. Refer to the ShoreTel Administration Guide for more information.
Step 4 Assign Administrative Rights to the new user account

To assign rights, press the New button in the Administrators List panel that is
accessed by selecting Administration -> System Parameters -> Administrative
Permissions -> Administrators panel. Refer to the ShoreTel Administration Guide
for more information.
Step 5 Open the System Parameters: Edit Other Parameters panel by selecting
Administration -> System Parameters -> Other from the Director Main Menu Login,
as shown in Figure 10-17.
Step 6 Select Enable AD Integration located at the bottom of the panel, then enter a valid
AD path in the AD Path data entry field.
Step 7 When prompted to save your changes and close the window, press the OK button
and yes option.
This step logs you out of Director
Step 8 Log into Director again, using the username created in Step 3.
The default password is changeme.
Step 9 Open the Edit User panel for the new user and enable Active Directory for that
user, including the domain and user id for the user.
Step 10Log out of ShoreWare Director and close the window.

Subsequent ShoreWare Director launches when logged on to the domain through this
username will automatically log into Director.
286
10.5.1.3 Mapping Active Director Attributes to ShoreTel Fields

ShoreTel user records contain eleven data fields that map directly to Active Directory
records. The following is a list of these data fields, categorized by the Director panel that
sets their ShoreTel value
Edit User panel

First Name: Active Directory field capacity is 64 characters; ShoreTel capacity is 50.
Last Name: Active Directory field capacity is 64 characters; ShoreTel capacity is 50.
Number: ShoreTel extracts the number of digits specified by the extension length,
starting from the right side of the AD phone number.
DID
Email Address
Client User ID: Active Directory length is limited to 20 characters.
System Directory
Home Phone
Pager
Cell Phone
Fax Phone
ShoreTel Database (does not appear in Director)

LDAP-GUID: Used internally by the ShoreTel system when performing subsequent user
updates from the AD database.
10.5.1.4 Authenticating AD Users

ShoreTel supports AD authentication for users logging into Communicator, Web Client,
and Director, permitting access to these programs without providing the ShoreWare
username or password.
AD Users logging into Director and Communicator are authenticated through Single
Sign On (SSO) with their current network credentials. Users are not required to re-
enter their credentials to access these applications.
AD users logging into Web Client are authenticated through Explicit Authentication,
which requires re-entry of their credentials each time they access the application.
10.5.1.5 Director
When AD Integration is enabled, user access to ShoreWare Director is restricted as follows:
only users with a domain account can log into Director
only users with administrative permissions can log into Director
users do not need to be logged into their domain account to access Director
users do not need their ShoreTel account configured for Active Directory (AD Users) to
access Director
The following sections describe Director access scenarios.
AD User Logged into the Domain

Users configured for AD within ShoreWare that are logged into the domain network are
directed to the Director Quick Look panel when they attempt to access Director without
entering their network credentials.
ShoreTel 11.1 287

Upon logging off from Director, the browser displays a ShoreWare entry panel that allows
Director access by pressing a button, as shown in Figure 10-18.
Figure 10-18 Director Login panel – AD user
Non-AD User Logged into the domain

Users that are not configured for AD within ShoreWare that are logged into the domain
network are directed to a Director Login panel, as shown in Figure 10-19. Users access
Director from this panel by entering their ShoreTel username and password in the
respective data fields.
Figure 10-19 Director Logon panel – Non-AD user
Users not logged into the domain

Users attempting to access Director without first logging into the domain network are
initially routed to a domain login panel, as shown in Figure 10-20. After entering their
network credentials, users are routed to the appropriate panel – AD users are routed to the
Quick Look panel and Non-AD users are directed to a login panel.
10.5.1.6 Communicator
When AD Integration is enabled, access to Communicator is available all system users,
including users without domain accounts or not configured as ShoreTel AD users.
288
Figure 10-20 Domain Login Panel
Initial Configuration
When installing Communicator, users authenticated through AD are not queried for their
credentials; they are immediately prompted for the server name after which wizard panels
guide them through the setup process.
Users that are not authenticated through AD are required to enter their name, password
and server name. After verifying the user’s credentials, Communicator guides the user
through the setup process.
Logging into Communicator

Attempts to log into Communicator after the initial setup are handled on the basis of the
user’s AD configuration. Active Directory users are authenticated by SSO through the
verification of their AD credentials. Users not configured for Active Directory are
authenticated through the verification of their ShoreTel username and password, as
previously loaded through their Communicator account. In either case, users are typically
not required to re-enter their username or password each time they open Communicator
from their computer.
Communicator behavior after an authentication failure is not changed by this feature.
User Name – Telephony Options panel

The User Name data field at the top of the Options and Preferences: Telephony panel
displays the User name of the Communicator account. This field is read only for users
authenticated through AD credentials, as shown in Figure 10-21.
10.5.1.7 Web Client

When AD Integration is enabled, access to the Web Client is available all users systems,
including users without domain accounts or not configured as ShoreTel AD users.
Attempts to log into Web Client always require the user to enter credential information.
Domain members configured as ShoreTel Active Directory members enter their Active
Directory user name and password and are authorized through Explicit Authentication. All
other users enter their ShoreTel username and password.
ShoreTel 11.1 289

Figure 10-21 Options and Preferences: Telephony panel
10.5.2 Synchronizing AD and Director User Records

Director provides an interface for adding, updating, and deleting AD users from the
ShoreTel database. Synchronization is performed on individual users and does not affect
the AD directory.
10.5.2.1 Enabling AD for a ShoreTel User

When AD Integration is enabled, the first parameter the Edit User: General panel enables
Active Director for the user, as shown in Figure 10-22.
To enable Active Director for a user, enable the Active Directory User option at the top of
the panel, then enter the domain\user name for the user, as shown in Figure 10-22.
Figure 10-22 Enabling Active Directory for a User
10.5.2.2 Updating AD Fields

Active Directory users can synchronize user account records with contents from the Active
Directory database by pressing the Sync from AD button located left of the user’s Active
Directory userid. Pressing the Show From AD button displays parameter settings for the
users; Active Directory account.
290
The Show From AD and Sync From AD buttons are inactive for users accessing this panel
that are not configured as AD users
10.5.2.3 Removing AD Users

When an administrator attempts to delete a user with an AD account, ShoreWare displays a
warning message and requires confirmation before removing the record from the ShoreTel
database.
10.5.3 Bulk Provisioning of User Accounts

ShoreTel supports the bulk provisioning of user accounts from AD records through a two
step process:
Step 1 Export of AD records to a CSV file.
Step 2 Import CSV records to the ShoreTel user database.
10.5.3.1 Exporting AD Records

ShoreTel provides a VBScript file to export data records from an Active Directory database
to a CSV file. The VBScript file can be used as a template for specific ShoreTel system
requirements.
The parameter section of the file is shown in Figure 10-23. This section consist of two
subsections:
Figure 10-23 Sample ldaptocsv.vbs file – parameter sections
ShoreTel 11.1 291

The Top Section receives values from the AD database for each imported file. As
indicated in the comments section, one value can be assigned to individual fields for all
users by entering the value in place of the quotes.
The Bottom section is a data template containing non-AD fields that are saved to the
CSV file. The values entered in these fields are assigned to all records retrieved from the
AD database.
The following command line executes the AD to CSV file import:
cscript ldaptocsv.vbs outputCSVfile LDAPpath [modifiedInLastN#OfDays]
where
outputCSVfile specifies the name of the output file
LDAPpath specifies the path to the AD database
[modifiedInLastN#OfDays]
The resulting CSV file can be modified though a spreadsheet program to customize user
settings for import to the ShoreTel database.
10.5.3.2 Exporting the CSV File

DBImport.exe is a executable file that imports CSV contents to the ShoreTel database that
was introduced in a previous ShoreWare release and described in the ShoreTel
Administrator Guide.
DBImport supports SIP servers. SIP server names can be entered in the pre-existing
voicemail server field. DB Import determines the user licence type and user group
voicemail interface mode to use for looking up the voicemail server name.
To support AD record imports, the following fields are supported by DBImport.exe:
LDAP-User flag: a indicator that the user settings were imported from an AD database.
LDAP-GUID: a data field that creates an association between an AD record and the
corresponding ShoreTel record.
LDAP-DomainName: specifies the name of the user’s domain network
The following command line imports CSV file records to the ShoreTel database.
Dbimport -log DbLog.log -err DbErr.err <inputCSVfile>
10.6 User Management Utilities

10.6.1 User Import Tool
The database import utility allows a system administrator to make changes across all users
in a system with a single action. This new feature improves the ease with which a system
administrator can modify information for large groups of users.
The system administrator creates a spreadsheet using a common application, such as
Microsoft Excel. He or she modifies the user data in the spreadsheet in “free form” fashion,
instead of having to modify each user's information, one at a time, from within Director.
For someone who is skilled at using spreadsheet software, the time savings can be
enormous.
Once the user information has been manipulated within the spreadsheet, it can be exported
to a CSV format and this CSV file can then be imported into the ShoreTel system.
292
Details:
The import tool supports modify/delete/insert operations, allowing a system
administrator to add users, delete users, or modify the account of an existing user.
Using the import tool does not require scheduled downtime. However, when
importing large files that contain many rows of information, performance may be
affected as the database is frequently queried. So depending on the size of the
imported file and the type of information that is being added or modified, it may be
recommended to perform the import during off hours.
The ShoreTel system does not currently support the ability to export user data into
a CSV file.
The Import utility does not allow the administrator to specify the Users’ Home
Port. The Home Port parameter is automatically set to SoftSwitch within each User
record added or modified by an import.
The following bullets represent a set of field headers that must appear as the first row in the
CSV file that will be imported. The field order can be random, but all fields are mandatory,
case sensitive, and must have data:
DataBase Import Field DataBase Field Name Accepted Input
Extension UserDN
FirstName (String) TabAddresses.FirstName
LastName (String) TabAddresses.LastName
GuiLoginName (String) GuiLoginName
GUIPassword (String) GUIPassword
UserLicenseType (Code) LicenseTypeID Extension-Mailbox
Extension-Only
Mailbox-Only
CallerID (String) CIDNumber A full canonical number (such as +1
(408) 331-3300)
UserGroup UserGroupID (Code. Must be one of the existing
User groups configured on the
system.)
Site Site (String Name - Must be one of the
existing Site Name)
Language DN.LanguageID Value should be a language name
(e.g. "English(US)").
VMServer VMServerID Value should be a VM server, SIP
server, or QSIG server name,
depending on user's user group
interface mode.
CallStackSize CurrentCallStackDepth Number
AcceptBroadcasts Mailboxes.NoReceiveBroadcasts Boolean
DB value is opposite of input value
MakeNumberPrivate DN.Hidden Boolean
DialByName DN.ExcludeFromDialByName Boolean
DB value is opposite of input value
Table 10-1
ShoreTel 11.1 293


FaxSupport FaxSupport “User-No Redirect”
"User-Redirect"
"Fax Server"
"Fax Machine"
AllowSoftPhone AllowSoftPhone Boolean
ClientType (Must be one of the ClientType Personal
following:) Professional
Workgroup Agent
Workgroup Supervisor
Operator
Contact Center Supervisor
Contact Center Agent
EmailDomain TabAddresses.EmailAddress String
ConferenceServer BridgeID String Name - Must be the existing
Conference Bridge Name or
"None"
ConferenceServerUserID BridgeUserID
(String - User ID for the conference
bridge)
ConferenceServerPassword BridgePassword
(String)
RingType RingToneID Value must be a ring tone name:
Standard
Ring 2
Ring 3
Ring 4
CallWaitingToneEnabled CallWaitingToneEnabled Boolean
HeadsetAudioPath UseHeadsetAudioPath Number
HeadsetMode HeadsetMode Boolean
PSTNFailOverType PSTNFailOverTypeID None
External
DID
PSTNFailOverNumber PSTNFailOverNumber A full canonical number (such as +1
(408) 331-3300)
DIDRange DIDDigitMap.DIDRangeID A full canonical number base of
range (such as +1 (408) 331-3300)
DIDNumber DIDDigitMap.Digits A full canonical number (such as +1
(408) 331-3300)
VoiceMailboxForRecorded VoiceMailboxForRecordedCalls An existing valid extension (or can
Calls be left blank)
MustChangeTUIPassword MustChangeTUIPassword Boolean
MustChangeGUIPassword MustChangeGUIPassword Boolean
Table 10-1
294

EnableCC ContactCenterIntegration Boolean
MustRecordName MustRecordName Boolean
HomePhoneMACAddress
HomePhoneNumber A full canonical number base of
range (such as +1 (408) 331-3300)
WorkPhoneNumber TabAddresses.WorkPhone A full canonical number base of
range (such as +1 (408) 331-3300)
PagerPhoneNumber TabAddresses.PagerPhone A full canonical number base of
range (such as +1 (408) 331-3300)
CellPhoneNumber TabAddresses.CellPhone A full canonical number base of
range (such as +1 (408) 331-3300)
FaxPhoneNumber TabAddresses.FaxPhone A full canonical number base of
range (such as +1 (408) 331-3300)
LdapUser LDAPUser "Non-LDAP user"
"Active Directory"
LdapGuid LDAPGuid String
LdapDomainName LDAPDomainName String
AllowPapi AllowPAPI Boolean
MCMAllowed MCMAllowed Boolean
MCMPinEntryFrequency MCMPinEntryFrequency Number
AllowVideoCalls AllowVideoCalls Boolean
AllowTelephonyPresence AllowTelephonyPresence Boolean
Table 10-1
Additional considerations:
String names fields must exist in the system. For example, if a new user is to be
created in site New York. “New York” must exist as a site name. String names are
case sensitive.
For fields that are code in nature, specify the description to be displayed as it
appears in Director. Data validation will translate the displayable value to the
appropriate code. Note that the descriptions are case sensitive.
Boolean fields can be true/false or 1/0.
All fields are mandatory when adding new users.
When updating an existing user, fields left blank will not change existing values.
Example: The following shows a sample of the spreadsheet values before the Director
import.
Figure 10-24 Spreadsheet values before Director import
The following procedure describes the process of importing data from a CSV file into the
user database. This procedure assumes that you have already successfully exported the data
from the spreadsheet into a CSV file, and stored that file in the proper location.
ShoreTel 11.1 295

Step 1 Verify that the CSV file to be imported is located on the HQ server and in the
following location:
C:\Program Files\Shoreline Communications \ ShoreWare Server
Adding Users
These fields are required to add a user with DB Import: FirstName, LastName,
GUIPassword, TUIPassword, GUILoginName.
The Extension field is optional when adding a user. If not provided, it will be
automatically assigned.
Any blank or omitted fields will be left unchanged.
Updating Users
"Enter the Extension and any fields to be updated.
"Any blank or omitted fields will be left unchanged.
Deleting Users
"Enter the Extension and leave all other fields blank to delete a user.
Step 2 Open the command prompt window in the directory shown above and run the
following command:
Dbimport -log DbLog.log -err DbErr.err <CSV-file>
-err is the flag to create an error log file.
error.log is the file where error messages will be stored.
CSV-file is the name of the file.
The import adds any new users and modifies any existing users in the user
database as indicated in the CSV file.
When a user is updated, he or she is assigned to “Any IP Phone” on the headquarters
server.
10.6.2 Batch Update Utility

Under System Parameters, the Batch Update Utility option helps you make changes to
multiple users at the same time.
You can find a set of users based on any or all of the following criteria:
Server
User Group
Personal Assistant
Home Site
Home Switch
You can globally change one of the following parameters for the selected users:
Server
User Group
E-mail Domain Name
Personal Assistant (for all call handling modes)
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Default Trunk Access Code

Collaboration Server
To navigate to this utility, click the Batch Update Utility link in the navigation frame. You
will be presented with the Batch Update Utility page (see Figure 10-25).
Figure 10-25 Batch Update Utility Page
The Batch Update Utility allows you to find a set of users and globally change certain
parameters. Due to the scope of this change, you are prompted to stop all ShoreWare voice
services before running the batch update.
To use the batch update feature:
Step 1 Select one or more criteria to find the users.
Figure 10-26 Batch Update Utility—Find Criteria
Step 2 After you make your selection, click Find. You are presented with the results on
the Batch Update Utility Update Criteria page.
Step 3 Select the users you want to change by adding them to the list on the right. You
can add selected users from the left list, remove selected users from the right
list, add all users (move all) from the left list, and remove all users from the
right list.
Step 4 Choose the parameter to globally change.
ShoreTel 11.1 297

Figure 10-27 Batch Update Utility Update Criteria Page
Figure 10-28 Batch Update Utility Page—Select Entities for Action
Figure 10-29 Batch Update Utility Page—Select Update Action
Step 5 Click Update to make the change on the system. Feedback on the action is
presented in the Update Results field.
When the change is complete, you can make additional batch updates.
Remember to restart the voice services when you have finished making your
batch changes.
298
Figure 10-30 Batch Update Utility Page—Results List
10.6.3 Notify Users

The Notify Users page, shown in Figure 10-31, enables you to notify users that their
ShoreTel client – Communicator or Communicator for Mobile – has been installed or
upgraded. Once the user receives notification that their client application has been
installed, the user can begin configuring personal options and use the application. To
invoke the Notify Users page, select Administration -> Communicator -> Notify Users in the
navigation frame.
Figure 10-31 Notify Users Panel
The options on the Notify Users page are as follows:

All users: Select this option to notify all users throughout the ShoreTel system.
All users on this server: Select this option to notify all users on the local server.
All users not yet notified: Select this option to notify all users who have not been
notified.
This one user: Select this option to notify this one user on the system.
Send Email: Click this button to send the notification e-mail.
10.6.4 Extension Lists

The Extension Lists list page is shown in Figure 10-32. Extension lists are lists of users that
can be used by group paging and departmental auto-attendant. Any user in the system may
be added. An extension list cannot be deleted if it is in use.
Administrative permission is required for a user to be allowed to configure extension lists.
Click an existing extension list to add users or click New to create a new list. The Edit
Extension Lists page is shown in Figure 10-33.
Existing users are displayed and are available for selection. Highlight a user who is to be
added to the extension list and click Add. The user moves to the Distribution List Members
area of the page. A list member may be removed by highlighting a user in the Distribution
List Members list and click Remove.
ShoreTel 11.1 299

Figure 10-32 Extension Lists
Figure 10-33 Edit an Extension List
You can also select a Paging Extension associated with overhead paging system at a site to
include it in a Paging Group. See Section 9.9 on page 227.
Users in an extension list intended for Paging Groups must belong to a user group that has
enabled the Allow Overhead and Group Paging option.
Name: The extension list must have a unique name.
Filter Users By: Filter Users By is used to determine the order in which users
appear in the Choose Members list. Users may be displayed in alphabetical order
either by First Name or Last Name. The third alternative is to display users by
extension number.
In the Sort By drop down, select First Name, Last Name, or Extension. For more
precise sorting, enter a character or number, as appropriate, in the First Name, Last
Name, or Extension data boxes.
For example, to see extension numbers beginning with “3”, enter “3” in the
Extension field.
To see all last names beginning with “Ban” enter those letters in the Last Name
field.
To see all Smiths whose first names begin with “A”, enter “Smith in the Last Name
field and “A” in the First Name field.
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Choose Members: Click Add or Remove to move users into and out of an
Extension List.
When a list becomes too long to display entirely on one page, you can page through the list
by using the left, maximum left, right, and maximum right arrows next to the Show Page
drop-down list. 50 items are displayed per page.
You can refine how users are displayed by using the Sort By drop-down list. Select from
First Name, Last Name, or Extension. To go to a specific extension number or letter of the
alphabet, use the Filter Users By field.
ShoreTel 11.1 301

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Chapter 11: Configuring Client Applications ShoreTel Administration Guide
C H A P T E R 1 1
Configuring Client Applications
This chapter describes ShoreTel applications that users access during their daily activities.
Applications covered in chapter include:
ShoreTel Communicator for Windows
Contact Center Integration with ShoreTel Communicator
ShoreTel Communicator for Mobile
ShoreTel Conference Bridge
11.1 ShoreTel Communicator for Windows

11.1.1 Introduction
Communicator is the ShoreTel client application that manages an end user’s personal calls,
voice mail, and personal system settings through a graphical user interface. Five
Communicator types span the complete Communicator feature set. Several Communicator
features require additional licenses or specific administrative authorization.
The five Communicator types include:

Personal Access
Professional Access
Workgroup Agent Access
Workgroup Supervisor Access
Operator Access
Refer to the Communicator User Manual for a complete list of features that each
Communicator type supports.
11.1.2 Installation
11.1.2.1 .NET Installation
Communicator requires the installation of version 3.5 (or higher) of .NET Framework. The
Communicator installer automatically downloads the correct .NET version if it is not
present during the upgrade or install. Users are then prompted to accept the End User
License Agreement from Microsoft to proceed with the .NET installation. Internet
connectivity is required during the installation process.
11.1.2.2 64-bit Platform Support

The 64-bit platform upon which ShoreTel supports Communicator is Windows 2003 and
Windows 2008 R2 running Windows Terminal Server.
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ShoreTel Administration Guide Chapter 11: Configuring Client Applications
Installing Communicator on 64-bit Windows running Windows Terminal Server requires

the following steps:
Step 1 Install .Net Framework for 64-bit Windows machines – Version 3.5 or higher.
DotNet Framework is not supplied with the ShoreTel installation software. This
software is available from Internet sources or from your software vendor.
Step 2 Install Communicator for Windows.
Step 3 Access Control Panel -> Phone and Modem -> Advanced (tab) and remove ShoreTel
Remote TAPI Service Provider.
Step 4 Run TSPInstall.exe

TSPInstall.exe is provided with the ShoreTel installation software.
Installing Communicator for Windows on a 64-bit platform places files in the following
folders:
The default location is C:\Program Files (x86)
The location of 32-bit client dll files is C:\Windows\SysWow64
11.1.2.3 Installing Communicator for Windows

Communicator for Windows is installed by opening a browser window and entering the
following URL:
http://<ShoreTel_server_name>/shoreware resources/clientinstall.
11.1.2.4 Communication Server Implementation

Instant Messaging is supported by ShoreTel Communicator for Windows, allowing users to
interface with third party Instant Messaging servers that support SIP/SIMPLE protocols.
ShoreTel Instant Messaging is provided to Communicator users through a Microsoft Office
Communications Server (OCS) or through a ShoreTel Converged Conference Bridge Sever.
Microsoft OCS
The following are Microsoft OCS implementation guidelines as required for compatibility
with ShoreTel 8.1.
OCS Versions: ShoreTel is compatible with the Microsoft OCS 2007
OCS software is available in three editions: Standard, Enterprise, and Enterprise
Expanded. Standard Edition is typically sufficient for ShoreTel deployments with less
than 5,000 users.
OCS system component requirements include:
— Windows Server 2003 or later
— Windows Active Directory
License Requirements: OCS requires one standard client access license (CAL) for each
ShoreTel user enabled for Instant Messaging.
Server Configuration: The OCS server must be configured for UDP transport.
Communicator for Windows does not support TLS transport.
Connectivity Testing: To test ShoreTel server connectivity, log two OCS servers to the
ShoreTel server and send an Instant Message between the OCS servers.
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Additional Information: Additional OCS information is available from the following

sources:
— the Office Communicator 2007 Resource Center at
http://office.microsoft.com/en-us/help/HA102373941033.aspx
— “Microsoft OCS Requirements for ShoreTel Communicator Instant Messaging
Feature ST-10063”.
These application notes are posted on the support site and searchable through the
Knowledge base.
ShoreTel Converged Conference Bridge Server

The ShoreTel Converged Conference Bridge Server Version 7.1 supports ShoreTel instant
messaging and presence information exchanges. Refer to the ShoreTel Converged
Conferencing Director Installation and Administration Guide for more information.
11.1.3 Configuring Instant Messaging

Instant messaging is the real-time transmission of text between two system users. Instant
messages are sent from and received through a message window. Instant messages do not
use call cells. ShoreTel does not encrypt Instant Messages.
ShoreTel Instant Messaging complies with RFC 3261 – SIP: Session Initiated Protocol and
RFC 3428 – Session Initiated Protocol (SIP) Extension for Instant Messaging. Instant
Messaging requires ShoreTel access to Microsoft Office Communicator Server (OCS).
11.1.3.1 Setting up the System Server

The following presence servers support ShoreTel Instant Messaging:
Microsoft Office Communications Server, Version 2007.
— When using OCS, ShoreTel supports IM transmissions through TCP, TLS, and UDP.
ShoreTel Converged Conference Bridge Server Version 7.1
— When using the Converged Conference Bridge Server, ShoreTel supports IM
transmissions through HTTPS.
ShoreTel permits multiple presence servers on a system. Each user can be assigned to a
maximum of one presence server. Users can exchange Instant Messages only with other
users assigned to the same presence server.
To associate a presence server with the ShoreTel system:
Step 1 Open the IM Server list, as shown in Figure 11-1, by selecting Administration -> IM
Servers from the Director main menu.
Figure 11-1 IM Server List
ShoreTel 11.1 305

Step 2 Access the IM Server popup for a new server, as shown in Figure 11-2, by clicking
the New button in the upper left corner of the IM Server List.
Figure 11-2 IM Server Popup
Step 3 Enter the information required to access the Presence Server
Step 4 Press the “Save” button in the IM Server popup.
Step 5 Ping the IP address entered in the IMServer Info panel to verify that the address is
accessible.
When changing the Presence Server version, access the IM Server popup and enter the
presence version in the Server Type data entry field.
11.1.3.2 Configuring a User for Instant Messaging

The following Communicator types can send and receive Instant Messages:
Professional Access
Workgroup Agent Access
Workgroup Supervisor Access
Operator Access
Configuring Instant Messaging for a User is a two step process:
Step 1 The administrator enables instant messaging for the user.

Section 11.1.3.3 on page 306 describes the process of enabling instant messaging
for a user.
Step 2 The user configures instant messaging user options.

Refer to the Communicator for Windows User Manual for instructions on
configuring instant messaging options from the user’s Communicator window.
11.1.3.3 Enabling Instant Messaging for a system user

To enable Instant Messaging for a system user:
Step 1 Open the Individual User list panel in Director by selecting Administration -> Users
-> Individual Users from the main menu.
306
Step 2 Open the Edit User panel by clicking on the First Name of the desired user in the
Individual User List.
Verify the First Name and Last Name parameters list the user for which you are
enabling Instant Messaging.
Step 3 Verify that General is selected on the panel selection bar at the top of the panel.
Figure 11-3 displays the Edit User panel parameters that are relevant to configuring
Instant Messaging.
Figure 11-3 Instant Messaging Parameters on the Edit User panel
Step 4 Verify that Access Type is set to either Professional, Workgroup Agent, Workgroup
Supervisor, or Operator.
This parameter is located about halfway down the General panel.
Step 5 Select the desired Presence Server from the drop down menu for the Server
parameter under IM Server.
This parameter is located at the bottom of the General panel.
Step 6 In the IM ID data entry field, enter the address through which the user will receive
and send Instant Messages.
This address must be identical to the address configured for the user on the OCS
server.
Step 7 Press the “Save” button at the top of the panel to enable the changes.
Step 8 Verify that the Presence Server is configured to authorize access by the address
specified for the user in Step 6.
Consult the user documentation for the Presence Server for instructions on
authorizing user access.
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Step 9 Advise the user to verify access to the Presence Server by

Step a Opening the “Options and Preferences” panel from the user’s
Communicator Main Window.
Step b Selecting Instant Messaging in the Menu on the left side of the panel.
Step c Entering the user’s OCS User Name and Password in the Account
Information section at the top of the panel.
Step d Pressing the Reconnect button.
The Status Bar in the Main window will display the results of
Communicator’s attempt to access the Presence Server.
11.1.4 Presence
11.1.4.1 Description
Presence is a ShoreTel feature that identifies, uses, and distributes the availability of system
users and other personal contacts. Presence information allows users to verify the
availability of other users before attempting to contact them. Presence improves overall
enterprise productivity by reducing calls to unavailable parties and by providing the
enhanced ability to immediately schedule meetings, events, and communication sessions
based on the availability of desired participants. Users can also choose when to receive
Instant Messages by changing their presence settings
Communicator for Windows defines three presence settings for each user.
Telephony presence indicates a user's availability to accept voice calls.
Instant Messaging presence indicates a user's availability to engage in IM
conversations.
Combined presence is a single setting that indicates user availability on the basis of
Telephony and IM presence status.
Communicator automatically adjusts the presence status of users as they use system
resources. Users can also manually adjust their status at any time.
A user can monitor the presence of a maximum of 500 other contacts. Administrators
configure the number of contacts a user can monitor by setting the maximum contact list
size, as described in Section 11.1.5.
11.1.4.2 Configuring a User for Presence

Telephony presence is available to users of all Communicator types. IM presence is
available to users authorized to use Professional, Operator, Workgroup Agent, or
Workgroup Supervisor Communicator. Director settings control user access to both
presence types.
Configuring Presence for a User is a two step process:
Step 1 The administrator enables presence for the user.

Section 11.1.4.3 on page 309 describes the process of enabling presence for a user.
Step 2 The user configures presence user options.

Refer to the Communicator for Windows User Manual for instructions on
configuring presence user options from the user’s Communicator window.
308
11.1.4.3 Enabling Presence for a User

To enable a user for telephony presence:
Step 1 Open the Individual User List in Director by selecting Administration -> Users ->
Individual Users from the main menu.
Verify the First Name and Last Name parameters list the user for which Instant
Messaging is being enabled.
Step 3 Verify that the General menu tab is selected on the panel selection bar at the top of
the panel.
Step 4 Select the Allow Telephony Presence option, located in the middle of the panel.
Step 5 Click the SAVE button at the top of the panel to enable the changes.
To enable a user for IM presence:

Users that are authorized for Instant Messages are automatically configured for IM
presence.
11.1.5 Setting the Maximum Contact List Size

Contacts are directory entries whose information is organized into specialized lists called
Contact Lists to provide convenient access by the Communicator user. Contacts are
selected from directories accessible to Communicator, including the System Directory,
Personal directory or Microsoft Outlook. Contact Lists, which are normally accessed from
the Communicator main panel, provide quick access to regular directory entries without
navigating through the directory menus. Users can perform tasks on Contact List entries
that are available from other directories such as initiating voice call or instant messages,
handing active calls, and sending email or voice messages.
The maximum ShoreTel Contact List size is 500 contacts for each user. The size of each
user’s Contact List is controlled through a Class of Service setting.
To set the maximum Contact List size for a selected Class of Service:
Step 1 Open the Class of Service list panel by selecting Administration -> Users -> Class of
Service in the Director Menu.
Step 2 Open the Edit Telephony Features Permissions panel by clicking the name of the
selected Telephony Features Permissions class of service at the top of the Class of
Service list panel.
Step 3 Enter the maximum Contact List size in the Max. Buddies Per User field located at
the top of the Edit Telephony Features Permissions panel, as shown in Figure 11-
4.
The maximum Contact List size specified by a class of service is imposed upon a user when
the class of service is assigned to that user.
ShoreTel 11.1 309

Figure 11-4 Setting the Maximum Contact List Size for a Class of Service
11.1.6 Enable SoftPhone for Users

SoftPhone is a completely integrated software component of Communicator for Windows.
SoftPhone users participate in voice calls and listen to messages through a headset or
speakers with a microphone without any additional hardware.
The Edit User – General panel in Director enables users to access to SoftPhone.
To enable SoftPhone access for a selected user:
Verify the First Name and Last Name parameters list the user for which SoftPhone
service is to be enabled.
the panel.
Step 4 Select the Allow Use of SoftPhone parameter, located in the center of the panel.
Step 5 Press the SAVE button at the top of the panel to enable the changes.
11.1.7 Video Calls

ShoreTel supports video calls between two Communicator users that are communicating
directly. Communicator instances communicating through a ShoreTel server cannot use
video. ShoreTel does not support server-based, star-configurations or interoperability with
other video solutions. ShoreTel performs video calls through an SVC codec.
ShoreTel does not support video-only calls. Video is added to a voice calls as requested by
the users. Video can either be added to an active voice call or established as a part of a new
voice call.
IMPORTANT: Each end user attempting video calls must verify that they are using the most
recent driver and have installed all updates for their video card. Refer to the video card
manufacturers for complete information.
310
11.1.7.1 Supported Video Cameras

For a list of Video Cameras currently supported by Communicator, refer to “Video Camera
Requirements for ShoreTel Communicator, Feature AN-10062”. These application notes
are posted on the support site and searchable through the Knowledge base.
11.1.7.2 Enabling Video Calls for Users

The Edit User – General panel in Director enables users for video calls.
To enable Video Call access for a selected user:
Step 2 Open the Edit User panel by clicking the First Name of the desired user in the
Verify the First Name and Last Name parameters list the user for which Video is to
be enabled.
the panel.
Step 4 Select the desired option from the Allow Video Calls drop-down menu located in
the center of the panel.
The drop-down menu options include
None: The user cannot make video calls or add video to existing voice calls.
Standard Resolution: The user can perform VGA resolution video calls.
Step 5 Press the Save button at the top of the panel to enable the changes.
11.1.7.3 Enabling Intersite Video Calls

The Video call site setting is a Class of Service parameter. Members of a class of service can
only conduct video calls with other Communicator users at the same site unless this
parameter is set for intersite calls.
To enable intersite video calls for a class of service:
Step 1 Open the Class of Service list panel by selecting Administration -> Users -> Class of
Service in the Director Menu.
Step 2 Open the Edit Telephony Features Permissions panel by clicking the name of the
selected Telephony Features Permissions class of service at the top of the Class of
Service list panel.
Step 3 Select the Allow Intersite Video Calls parameter on the top portion of the Edit
Telephony Features Permissions panel.
11.1.8 Programming Personal Communicator Toolbar

Programmable Toolbars for Communicator are similar to regular toolbars in that they
extend across the top of the Communicator user interface. However, the buttons in these
new toolbars can be programmed with common operations in a manner similar to the
programmable buttons on some IP phone models.
ShoreTel 11.1 311

Once a user’s toolbar buttons have been configured, the user can perform many basic
telephony operations just by clicking a button in Communicator. For example, a button
could be configured to “speed dial” another extension or open up the user's default
browser to a programmed URL when clicked.
In addition, Programmable Toolbars also provide the foundation for integrating ShoreTel
Communicator with Contact Center’s Agent Toolbar. End users can assign Contact Center
functions to the buttons on the Communicator Toolbar and control their contact center
state while accessing call control functions from a single, unified interface.
Details:
Toolbars must be configured by the system administrator via ShoreTel Director.
Toolbars can be configured on a per-user basis (see Table 11.1.8.1 on page 314) or
on a global basis (see Section 11.1.8.2 on page 316.)
Up to 6 toolbars can be defined per user, with each toolbar supporting up to 24
programmable buttons.
Each user can additionally inherit up to 3 global toolbars through their user group.
Each toolbar can exist on a separate row in the UI or toolbars can share a row.
Rows can be docked or moved around the top portion of the window as a group.
Individual toolbars can be shown or hidden from the View menu in the
Communicator user inter-face (see Displaying Toolbars on page 72).
Buttons may combine an operation with a parameter (such as a user extension),
allowing one-click access to commonly performed operations, such as blind-
transferring to a particular user.
Buttons assigned with a particular operation will be disabled when their
corresponding menu items are disabled. For example, some of the Contact Center
function buttons are not available as menu items, thus ensuring that the system
administrator can easily block access to those functions on a per-user basis.
Buttons that are associated with an extension (such as Blind Transfer or Extension
Monitor) will show the Communicator-user when the monitored party has call
activity. Additional presence information appears if the user hovers the cursor over
the associated button.
The user can have any and all toolbars active at once.
Supported operations are listed on the following page.
Supported operations:
Add/Modify Contact
Agent Login
Agent Logout
Agent Wrap-Up
Answer
Answer Call Center Call
Assign to Last External Number (Extension Assignment / Extension)
Barge In
Blind Transfer Agent
Bridged Call Appearance
Change CHM
Change Default Audio Path
312
Conference
Conference Blind
Conference Consultative
Conference Intercom
Consult Transfer Agent
Dial Mailbox
Dial Number (Speed Dial)
Edit Call Note
End Wrap-Up
Execute DDE command
Extend Wrap-Up
Go Home
Group Pickup
Hangup
Help
Hold
Intercom
Invoke Command line
Invoke URL
Login Group
Login Primary Groups
Logout Group
Logout Primary Groups
Monitor Extension
Open Agent Monitor
Open Conference Mgr
Open Control Panel
Open Directory
Open Extension Monitor
Open External Assignment
Open History Viewer
Open Queue Monitor
Open Soft Phone
Open Voice Mail
Page
Park
Park and Page
Pickup
Pickup Night Bell
Record Call
Record Extension
Reinsert Busy Call
Reinsert Terminated Call
Reinsert Unanswered Call
Release with Code
Resume/Release
Run Contact Center App
Send Digits Over Call
Set Agent ID
Silent Monitor
Supervisor Help
ShoreTel 11.1 313

To AA
To VM
Toggle Handsfree
Transfer
Transfer Blind
Transfer Consultative
Transfer Intercom
Transfer to Mailbox
Transfer Whisper
Unpark
Whisper Page
Whisper Page Mute
Wrap Up Code
11.1.8.1 Creating a Personal Programmable Toolbar

To configure the buttons of a user's Communicator Programmable Toolbar, follow the
instructions below:
Step 1 Launch ShoreTel Director and enter the user ID and password. Then click the
Login button.
expanded).
Step 3 Click on the Users link and then click on the Individual Users link.
Step 4 Click on the name of the user whose toolbar is being configured. A window
similar to the one shown below appears:
Figure 11-5 Edit Personal Options window
Step 5 Click the Program Communicator Toolbars link to display a window similar to
the one shown below:
314
Figure 11-6 Program Communicator Toolbars window
Step 6 Click the New button to display a window similar to the one shown below:
Figure 11-7 Configuring a new toolbar
Step 7 Enter a name for this toolbar in the Name field and then click on the first
Function drop-down menu (which should say "All") and select the category.
Options are:
All - This lists all operations
Contact Center - (E.g. Login Group, Logout Group, Answer Call Center
Call, etc.)
Config - (E.g. toggle Handsfree mode, toggle audio path, Agent Wrap-Up,
etc.)
Other - (E.g. Unused)
Telephony - (E.g. Conference, Intercom, Group Pickup, etc.)
Windowing - (E.g. Open History Viewer, Open Agent Monitor, Open
Control Panel, etc.)
Step 8 Click on the second Function drop-down menu (which should say "Unused")
and select the specific operation this button will perform.
Step 9 Enter a label in the Label field. The maximum limit for the label is 12
characters.
Step 10In the Target field, enter the appropriate information as required for the type of
operation the button will be performing. (For example, if the desired operation
ShoreTel 11.1 315

is changing the CHM, then a drop-down menu would appear in the Target area,
allowing you to select from the various modes.)
Parameters are mandatory for some functions (e.g. Change CHM) and are
optional for others (e.g. Blind Transfer). For optional parameters, the user is
prompted to provide information for the optional parameter the first time the
function executed via the programmable toolbar.
Step 11Continue programming the toolbar buttons as desired.

If a button is left unused or blank and this unused button is between other used
buttons, Communicator will interpret the sequence of blank buttons as a
divider that will be visible on the toolbar.
Step 12Once you have finished configuring the toolbar programmable buttons, click
Save to store your changes.
When finished programming the toolbar for a user, the user's Communicator window
should now have a toolbar similar to the one shown below:
Figure 11-8 Communicator window with programmable toolbar
11.1.8.2 Creating a Global Programmable Toolbar

Alternatively, instead of configuring the Programmable Toolbar for an individual user, you
can configure a global Programmable Toolbar which can then be applied to many users at
once, thus simplifying the configuration process.
To create a global Programmable Toolbar, follow the instructions below:
Login button.
expanded).
Step 3 Click on the Communicator link and then click on the Global Toolbars link to
display a window similar to the one shown below:
Step 4 Click the New button to display a window similar to the one shown below:
Step 5 Enter a name for this toolbar in the Name field.
316
Figure 11-9 Creating a new global programmable toolbar
Figure 11-10 Editing global toolbar
Step 6 Click on the first Function drop-down menu (which should say "All") and
select the category. Options are:
All - This lists all operations
3rd Party - (E.g. Login Group, Logout Group, Answer Call Center Call,
etc.)
Config - (E.g. toggle Handsfree mode, toggle audio path, Agent Wrap-Up,
etc.)
Other - (E.g. Unused)
Telephony - (E.g. Conference, Intercom, Group Pickup, etc.)
Windowing - (E.g. Open History Viewer, Open Agent Monitor, Open
Control Panel, etc.)
Step 7 Click on the second Function drop-down menu (which should say "Unused")
and select the specific operation this button will perform.
Step 8 Enter a label in the Label field. The maximum limit for the label is 12
characters.
Step 9 In the Target field, enter the appropriate information as required for the type of
operation the button will be performing. (For example, if the desired operation
is changing the Call Handling Mode, then a Call Handling Mode drop-down
ShoreTel 11.1 317

menu would appear in the Target area, allowing you to select from the various
CHM's.)
Parameters are mandatory for some functions (e.g. Change CHM), while they
are optional for others (e.g. Blind Transfer). For optional parameters, the user
is prompted to provide information for the optional parameter the first time the
function executed via the programmable toolbar.
Step 10Continue programming the toolbar buttons as desired.

buttons, Communicator will interpret the sequence of blank buttons as a
divider that will be visible on the toolbar.
Step 11Click Save to store the changes.

Next, assign this recently-created global Programmable Toolbar to a user profile. To do so,
Step 12Click on the User link and then the User Groups link.
Step 13Select one of the existing user groups from the list, or click the
Add new link to create a new user group. A window similar to the one shown
below appears:
Step 14In the User Profile section of the window, click on the Toolbar 1 drop-down
menu and select the desired global toolbar. All members of this user group will
now have this toolbar appear on their Communicator. Repeat this step if
multiple toolbars are desired - up to three global toolbars can be assigned to a
user group.
Step 15Click Save to store the changes.
11.2 Contact Center Integration with Communicator

11.2.1 Description
ShoreTel integrates Contact Center functionality into Communicator, allowing end users to
control their contact center state and access Contact Center functions and Communicator
operations from a single, unified interface.
Figure 11-12 displays the non-integrated Contact Center Agent Toolbar. This interface
allows Contact Center users to program buttons on the toolbar by assigning common
functions and call center operations to the various buttons. Users can perform the desired
operation with the click of a button.
Contact Center functions are integrated into Communicator by assigning Contact Center
operation buttons into Programmable Toolbars, as described in Section 11.1.8 on page 311.
Each toolbar can contain 24 buttons. To display additional buttons beyond those normally
visible, click the arrow icon on right side of the toolbar. Figure 11-13 displays a
Communicator toolbar that contain Contact Center function buttons.
Details:
Up to 24 buttons can be programmed in a single Communicator toolbar.
318
Figure 11-11 Associating a global toolbar to a User Profile
Figure 11-12 Contact Center Agent Toolbar
Toolbars can be created on a per-user basis or on a global basis. Toolbars created at the
global level can be deployed to multiple users in the system.
Three global toolbars maybe be deployed per User Group, with a maximum of 100 per
system.
Six personalized toolbars can be created for each user.
A single user can employ 3 global toolbars, in addition to 6 personalized toolbars, for a
total of 9 toolbars. With 24 buttons per toolbar, this allows a user to deploy a total of
216 programmable toolbar buttons. (24 buttons per toolbar X 9 toolbars = 216
buttons)
ShoreTel 11.1 319

Figure 11-13 Communicator toolbar containing Contact Center operation buttons
11.2.2 Accessing Contact Center Agent Toolbar Functions

The table below lists the various operations available in Contact Center and provides the
new name for the operation in the integrated Communicator (if applicable). Any
operations that do not appear listed in the Contact Center Agent Toolbar column (in the
middle of the table) do not have an analogous function in the integrated Communicator. In
many instances, this operation does not have an analogous operation in the integrated
Communicator because the Contact Center operation can be performed using one of the
pre-existing functions available in the regular (i.e. non-integrated) Communicator product.
Contact Center Operation Name Operation Button or Path in Communicator
Telephony Operations
Answer Answer Call Center Call
Set Callback - Reinsert Busy Reinsert Busy Call
Set Callback - Reinsert No Answer Reinsert Unanswered Call
Set Callback - Reinsert Terminate Reinsert Terminated Call
ACD Operations
Groups Manager Select Contact Center -> Agent Manager from Communicator
Login Primary Groups Login Primary Groups
Logout from Primary Groups Logout Primary Groups
Login Group Login Group
Logout Group Logout Group
End Wrap Up (Ready) End Wrap-Up
Release with Code Release With Code
Resume/ Release Resume/Release
Supervisor Help Supervisor Help
Transfer to Agent Blind Transfer Agent
Wrap-Up Code Wrap-Up Code
Wrap-Up Manual Control Extend Wrap-Up
Accessing Applications Windows
Table 11-1 Communicator access methods to Contact Center operations
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Contact Center Operation Name Operation Button or Path in Communicator

Desktop Wallboard Select Contact Center -> Desktop Wallboard from Communicator
Call Status Select Contact Center -> Call Status from Communicator
Queue Calls Select Contact Center -> Queue Calls from Communicator
Agent Log Select Contact Center -> Agent Log from Communicator
Contact Center Reports Select Contact Center -> Contact Center Reports from Communicator
Other Operations
Pop-up window as client is launched Set Agent ID
Execute an Application Run Contact Center App. (or execute from Command Line)
Contact Center Functions Not Available in Communicator
Divert Incoming Call
Manage List of Login / Logout ACD Groups
Open Telephony Window
Chat Tree
Table 11-1 Communicator access methods to Contact Center operations
11.2.3 Configuration
To configure integrated Communicator – Contact Center for a user:
Login button.
expanded).
Step 3 Click on the Users link and then click on the Individual Users link.
Step 4 Click on the name of the user whose toolbar you would like to configure.
Step 5 Select Enable Contact Center Integration, as shown in Figure 11-14.
Step 6 Click Save to store changes.

Next, configure the programmable buttons toolbar for this user.
Step 1 Click on the Personal Options tab for the user who’s system is to be configured, and
then click the Program Communicator Toolbars link.
Step 2 On the Program Communicator Toolbar window, click the New button to display a
window similar to the following:
Step 3 Enter a name for the toolbar and then click on the Function drop-down menu and
select Contact Center.
Step 4 Then, select the desired operation from the drop-down menu. This operation will
be associated with this specific toolbar button.
Step 5 Enter a label in Label field.
ShoreTel 11.1 321

Figure 11-14 Selecting the Contact Center client type
Figure 11-15 Assigning Contact Center operations to Communicator toolbar buttons
Step 6 If the function requires Target information, the required fields will appear to the
right of the function. Enter the appropriate information as required for the type of
operation the button will be performing. (For example, if the desired operation is
Blind Transfer Agent, then an Agent ID field would appear in the Target area).
If a required target field for an operation is left blank or is configured with invalid
information, the system will open a pop-up dialog box to collect more information
(or valid information) when the user clicks on the associated button in
Communicator. This behavior applies to the following operations:
Consult Transfer to Agent
Blind Transfer to Agent
Login/Login Group
Logout Group
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Release with Reason Code

Wrap-up with Code
Step 7 Continue programming the toolbar buttons as desired.

buttons, Communicator will interpret the sequence of blank buttons as a divider
that will be visible on the toolbar.
Step 8 Once the configuration of the toolbar programmable buttons is complete, click
Save to store the changes.
Details
Repeat this process of assigning operations to buttons for each new user that will be
using the integrated Communicator.
When finished configuring buttons for each new user, follow the procedure below to
configure the Communicator clients.
11.2.4 ShoreTel Communicator Availability of Workgroup

Controls to ECC Agents for Failover
ECC agents that use ShoreTel Communicator and are also members of a workgroup will get
workgroup controls in the Communicator. Login/Logout controls reflect their state in both
ECC as well as workgroups and are synchronized between the two systems.
Figure 2 shows the Contact Center menu for the Workgroup Agent Communicator when
ECC integration has been enabled for the user.
Figure 11-16 Workgroup Agent Communicator with ECC Integration enabled
11.2.4.1 Changing the Agent States in ShoreTel Communicator

When the agent starts ShoreTel Communicator, initial state for the agent is to be logged out
of all ECC groups and all workgroups. When the agent selects the Log Into All Groups as
shown in Figure 3, the agent will be logged into all ECC groups and all workgroups for
which the agent is programmed.
Note: It is highly recommended that an ECC agent only be logged into workgroups that
serves as a backup for the main ECC route. Receiving calls concurrently from ECC and
Workgroups that are not backup workgroups may show inconsistencies in reporting of
Non-ACD (NACD) calls in ECC.
ShoreTel 11.1 323

Figure 11-17 Changing states using ShoreTel Communicator
Logging out will log the agent out of all ECC groups and all workgroups. If the ECC agent
state is changed to the Release state, the Workgroup state will be changed to the Wrap-Up
state.
11.2.4.2 Failover Behavior of ShoreTel Communicator

If ECC is unreachable or unavailable, ShoreTel Communicator will display that the system
is in “Failover Mode” (as long as the agent is a member of a Workgroup) as shown in
Figure 4. This will allow the agent to continue to log in and out of their workgroups via the
Contact Center menu or the toolbar menu. Only the Log Into All Groups and Log Out of
All Groups options will be available. All other options will be grayed out.
Figure 11-18 Failover behavior of ShoreTel Communicator with Workgroup
If ECC is unreachable or unavailable and the agent is not a member of a Workgroup,

ShoreTel Communicator will display “System Unavailable” as shown in Figure 5.
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Figure 11-19 Failover behavior of ShoreTel Communicator with out Workgroup
11.2.4.3 Other Behaviors of ShoreTel Communicator

When ShoreTel Communicator looses contact with the ECC server, it retains a local login
state. The local login state is the state the client was in prior to the disconnection. When
the contact center becomes available again, ShoreTel Communicator will log in or log out
based on the local login state.
If the admin disables the Contact Center Integration in ShoreWare Director, ShoreTel
Communicator logs out of all ECC groups. but remains in the last known state set for the
workgroups (any workgroup) for which the ShoreWare user is a member.
11.2.4.4 Workgroup Agent Contact Center Integration

To enable Contact Center Integration if you want the agent to use the Workgroup Agent
Access level licensing as well follow these steps:
Step 2 Click on the Users -> Individual Users link.
Step 3 Navigate to the Access License field and select the Workgroup Agent link.
Step 4 Check the Enable Contact Center Integration checkbox.
ShoreTel 11.1 325

Figure 11-20 ShoreWare Director Configuration
11.2.5 Configuring Call Center Options through Communicator

To configure the Contact Center options for a Communicator user, refer to the
Communicator User’s Manual.
11.3 Communicator for Mobile

Communicator for Mobile expands the remote user feature set by adding Communicator
functionality to mobile devices.
Communicator for Mobile comprises the following components:
Communicator for Mobile Server (MCMS) is a ShoreTel server component that
manages all communications with ShoreTel Communicator for Mobile clients.
Installing the ShoreTel Server includes the automatic installation of MCMS.
The Communicator for Mobile (CM) client application is installed on each mobile
device. Communicator for Mobile accesses ShoreTel functions, configuration
information, voicemail, and calling history by communicating with the MCMS.
The MCMS is located on the main and distributed ShoreTel servers. Secure wireless
communication sessions with specified mobile devices are conducted through a Reverse
Proxy Server or a Blackberry Enterprise Server.
Mobile devices receive MCM Client Installation Files from the ShoreTel Server through a
Blackberry Enterprise Server. After installing these files, the end user can configure the
mobile device to access the ShoreTel server through an IP address provided by the system
administrator.
ShoreTel Communicator for Mobile enables a mobile device to function as a ShoreTel
extension and provides an interface, similar to Communicator, for accessing ShoreTel client
information. In addition to initiating calls from the Call History, Voice Mail, and
QuickDialer screens, end users can access their voice mail, configure call handling mode
settings, set the active call handling mode, configure Extension Assignment settings, and
activate Extension Assignment from the ShoreTel Communicator for Mobile user interface.
Communicator for Mobile supports up to 200 conventional users per ShoreTel system.
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11.3.1 Supported Configurations

11.3.1.1 ShoreTel Communicator for Mobile Support – Languages
Communicator for Mobile software supports all elements of English (U.S.), English (U.K.),
German, Spanish, Swedish, French, Dutch, Danish, Italian, and Norwegian.
Usability Enhancements
Communicator for Mobile now supports smart type. Smart type means that certain keys do
not need a special key to enable character entry. On a BlackBerry, for example, a user can
type a “.” or “-” without using the Alt key on numeric fields. This addition expedites the
entry of IP addresses or extension numbers.
The left and right direction keys move the cursor so the user can insert one or more
characters instead of being required to delete an entire field to correct an error. This feature
is available on most supported devices.
Localization Features
Localization support affects the following area of the product:
Western languages: the supported languages are English (U.S.), English (U.K.),
German, Spanish, Swedish, French, Dutch, Danish, Italian, and Norwegian.
Keyboard types: on devices that have full keyboards, users can choose from
programmed keyboard layouts for their location. For example, the top row of letters on
American keyboards includes q w e r t y; German keyboards have q w e r t z; and
French keyboards have a z e r t y.
Character set: Communicator for Mobile utilizes the Latin-1 character set (see http://
htmlhelp.com/reference/charset/). This character set includes all accented characters
and other global symbols.
Ordering of time and date: based on the language that a user specifies, Communicator
for Mobile orders the date and time data according to the custom for that language. For
example, with U.S. English, the order is mm/dd/yy; for U.K. English, dd/mm/yy; and
for Dutch, dd-mm-yy. A table with the format of dates and times appears in Localized
Date and Time Table section on page 337.
Accented characters: Communicator for Mobile supports accented characters
(diacritical marks). The keyboard for the selected language supports these marks, and
the QuickDialer key filter also supports diacritical marks.
The thumb wheel on the side of the device or other rotating character facility lets the
user enter accented characters on the phone. The specific method for rotating through
a character set depends on the model, yet the implantation is specific to Communicator
for Mobile. (The ShoreTel model mirrors how a user enters characters on the device.)
Localized time on the phone: The server uses a standard GMT format that the client
converts to the time according to the time zone that is detected by the device.
Therefore, the phone shows the time according to the time zone where the phone is
located.
11.3.2 ShoreTel Communicator for Mobile Support – Devices

ShoreTel Communicator for Mobile is supported on the following devices:
• Samsung BlackJackII (New in ShoreTel 11)
ShoreTel 11.1 327

• BlackBerry 81xx Series

• BlackBerry 8900
• BlackBerry 9500
• Nokia E61i
• Nokia E65
• Nokia E71
• Nokia E72
• Nokia E75
• Nokia Surge 6790
• Nokia E90
• Nokia N78
• Nokia N82
• Nokia N95
• HTC Mogul (Sprint PPC-6800)
• HTC P6500 (Sirius)
• HTC TyTn II
ShoreTel Communicator for iPhone
• iPhone OS 3.1 and later
• iPhone 3G and 3GS
• iPhone 4
The following section describes a few functional differences based on the manufacturer or
by model. Most models support all functions in Communicator for Mobile. This section
lists the exceptions, so every model supports every function of Communicator for Mobile
unless noted under a heading in this section.
11.3.2.1 Carrier Support

ShoreTel Communicator for Mobile is supported across carriers that allow installation of
third-party applications onto the BlackBerry device.
The BlackBerry series 8100, 8300, 8700, and 8800 and the BlackBerry 7290 models are
supported on any network that allows the installation of third party software. Although
some mobile carriers restrict the downloading and installation of third-party software
through their network, no known restrictions for the BlackBerry devices currently exist in
any network.
Carrier support and restrictions on Nokia E65 series devices can be addressed by the end
user’s carrier.
ShoreTel Communicator for Mobile supports LBS on the Nokia E71.
Devices supporting LBS must either have internal GPS hardware or the capability of
connecting to an external device that provides GPS functionality, such as dongles. The
carrier must allow GPS on the device and allow third party applications, such as MCM, to
use GPS functionality. External GPS devices may be used to enable LBS features on these
devices, depending on carrier limitations.
328
11.3.2.2 PIM Integration

The Nokia E71 supports PIM entry import. The ShoreTel Communicator for Mobile
settings panel provides an option to disable PIM loading. The TY TN II does not support
PIM.
11.3.2.3 Screen Transition

Screen transition refers to leaving one screen and going to another screen. Manufacturers
offer menu-operations, buttons, or softkeys for moving to another screen. This section lists
restrictions that manufacturers have for screen transitions by the clicking of a menu item,
physical button, or soft key.
Menu: The Nokia E65 does not have menu-activated screen transitions.
E65 screen transitions are done by softkeys.
Button: None of the current models have button-only screen change activation.
Soft key: Soft key is not supported by any of the BlackBerrys.
11.3.2.4 Personal Information Manager

Personal Information Manager (PIM) lets a device synchronize information from the
Quickdialer feature in Personal Communicator so that this information is automatically
loaded and updated in Communicator for Mobile. PIM is supported by all supported
devices.
11.3.2.5 Preview Voicemail

Voicemail cannot be previewed on the BB7290 because this model has no external speaker.
11.3.2.6 Font Size

Font size in the display cannot be changed on any of the BlackBerry models.
11.3.3 Requirements
11.3.3.1 MCMS
The Communicator for Mobile Server (MCMS) is the ShoreTel server component that
manages ShoreTel Communicator for Mobile client communications. The MCMS is
installed on the ShoreTel HQ and DVM servers as part of the normal ShoreTel Server
installation process. The MCMS contains no configuration parameters and requires no
administrator intervention or monitoring during normal ShoreTel operations.
11.3.3.2 MCM Client Installation Files

Communicator for Mobile Client Installation Files are a set of files that provide the ShoreTel
Communicator for Mobile client application to mobile devices. Clients download these
files to their mobile devices from a server specified by the system administrator.
Communicator for Mobile Client Installation Files are maintained and updated by the system
administrator.
These files are originally placed on the ShoreTel Server as part of the ShoreTel installation,
then moved by the system administrator to a server that can be accessed by the mobile
devices of system end users.
ShoreTel 11.1 329

11.3.3.3 Servers
Mobile devices must connect with the ShoreTel server to access MCMS services. Enterprise
security requirements affect the structure of the network that provides application support.
The following section describes servers that are typically used to implement ShoreTel
Communicator for Mobile.
11.3.3.4 Blackberry Enterprise Server (BES)

The Blackberry Enterprise Server is a middleware application, offered by Research in
Motion, that supports ShoreTel Communicator for Mobile by synchronizing email and PIM
information through a secure back channel between the MCMS and BlackBerry mobile
devices. The BES also supports Client Installation File downloads from ShoreTel to
BlackBerry devices.
11.3.3.5 Reverse Proxy Server

A Reverse Proxy Server is a proxy server that is normally installed in front of web servers.
Internet communications addressed to a web server are routed through the Reverse Proxy
Server, which can process the request or pass the request to the specified web server.
Implementing a Reverse Proxy Server within the corporate DMZ maintains the integrity of
the corporate firewall and insulates the ShoreTel Server, along with other corporate assets,
from public networks.
A Reverse Proxy Server provides secure wireless communication between Mobile Devices
running ShoreTel Communicator for Mobile and ShoreTel server. A Reverse Proxy Server
can serve the same role as a BES for conducting ShoreTel Communicator for Mobile
wireless communication sessions.
To fully set up a Reverse Proxy you would need an Apache server version 2.2 or higher, and
a SSL Certificate from a Root Certificate Authority. The system supports a self-signed
certificate, however, the users will receive a warning each time the application is launched.
This is not recommended for production deployments
See Appendix G in the ShoreTel Planning and Installation Guide for details on
configuring Reverse Proxy services.
Direct communication between an MCMS with the mobile devices is not recommended.
This configuration compromises the integrity of the corporate firewall and exposes the
ShoreTel Server and other connected corporate assets to attacks from public networks.
11.3.4 Administrator Configuration

ShoreTel Communicator for Mobile administration comprises two application activities:
client application installation file delivery to the mobile devices and ShoreTel
Communicator for Mobile communication sessions with the mobile devices. Configuring
ShoreTel to support ShoreTel Communicator for Mobile requires the completion of the
following tasks:
Installing at least one additional server
Acquiring the required ShoreTel Communicator for Mobile license
Authorizing clients to use ShoreTel Communicator for Mobile
MCMS installation is performed with the installation of a ShoreTel server. The MCMS
requires no additional installation or configuration. The following sections describe the
tasks required to install and support ShoreTel Communicator for Mobile.
330
11.3.4.1 Server Installation (Headquarters and DVM)

Server configuration options:
ShoreTel Communicator for Mobile communication sessions with a BlackBerry device
are supported by a BES or a Reverse Proxy Server.
Client Installation File downloads to a BlackBerry are supported through a BES.
Systems can use a BES server for all ShoreTel Communicator for Mobile activities.
BES
The BlackBerry Enterprise Server supports ShoreTel Communicator for Mobile
communications between the ShoreTel server and BlackBerry devices. BlackBerry devices
can also access MCM Client Installation Files located on the ShoreTel server through the
BES. The BES implements a secure connection, similar to that of a VPN, to provide access
for mobile devices to resources that are protected by the corporate firewall.
For information on installing a BES, refer to BES installation instructions provided by
Research in Motion.
11.3.4.2 Client Installation Files

Installing the ShoreTel Server places the Communicator for Mobile Client Installation Files
directly on the ShoreTel Server. BlackBerry devices can access the files directly from the
ShoreTel Server if the network includes a BES.
Version numbering for Communicator for Mobile is in sync with the ShoreTel version
number. The download format is xx.yy.zz. This format is required by the Nokia E65. In
contrast, the BlackBerry does not have such a requirement. Nevertheless, an image with a
number like 13.20.8700.0 is listed on the server as 13.20.87.00 for download activities, yet
it appears in the device’s About window as 13.20.8700.0.
Client Installation files can be delivered from a system that runs Windows 2003 or 2008
Server and has IIS. The IIS server must be configured to serve WML (Wireless Markup
Language) files to the mobile devices. Table 11-2 lists the MIME types required to serve the
installation files:
File Extension MIME Type
.jad text/vnd.sun.j2me.app-descriptor
.jar application/java-archive
.wml text/vnd.wap.wml
.cod application/vnd.rim.cod
Table 11-2 Mime Types required to serve MCM Installation Files
To register the required MIME types:
Step 1 Open the Administrative Tools panel by clicking the Windows Start button and
selecting Settings -> Control Panel -> Administrative Tools.
Step 2 Open the Internet Information Services panel by clicking on the Internet
Information Service icon.
Step 3 Open the HTTP Headers page, shown in Figure 11-21, by clicking the HTTP
Headers tab at the top of the Internet Information Services panel.
ShoreTel 11.1 331

Figure 11-21 Internet Information Services panel – HTTP Headers page
Step 4 Open the MIME Types panel by clicking the MIME Types... button in the bottom
right corner of the HTTP Headers page.
Step 5 Open the MIME Types Dialog box by clicking the New button on the top right
corner of the MIME Types panel, as shown in Figure 11-22.
Figure 11-22 MIME Types panel
Step 6 Enter the Associated extension and content type data in the corresponding data
entry field of the MIME Types Dialog box, shown in Figure 11-23, for one of the
following types:
Content type: text/vnd.sun.j2me.app-descriptor; extension: .jad
Content type: application/java-archive; extension: .jar
Content type: text/vnd.wap.wml; extension: .wml
Content type: application/vnd.rim.cod; extension: .cod
332
Figure 11-23 MIME Types dialog box
Step 7 Click the OK button to close the MIME Types dialog box and return to the MIMES
type panel
The table lists the type entered in step 6.
Step 8 Repeat step 5 through step 7 for each type listed in step 6.
Step 9 Click OK buttons on each successive panels to save your changes and return to the
desktop.
11.3.5 ShoreTel Director Configuration

11.3.5.1 Licenses
One ShoreTel Communicator for Mobile Keyed License is required for each client that is
enabled for ShoreTel Communicator for Mobile. To view the number of ShoreTel
Communicator for Mobile licenses available on the system, open the Director License
Requirements panel, shown in Figure 11-24 by selecting Administration -> System
Parameters -> Licenses -> Requirements from the Director menu.
Figure 11-24 License Requirements page
11.3.5.2 Client Authorization

ShoreTel administrators grant ShoreTel Communicator for Mobile access to clients through
ShoreTel Director. To enable ShoreTel Communicator for Mobile access for a ShoreTel user:
ShoreTel 11.1 333

Step 1 Access the Individual User list by selecting Administration -> Users -> Individual
Users from the Director menu.
Step 2 Open the Edit User panel for the desired user by clicking the name of the user in
the User List.
Step 3 Verify that the General menu tab is selected in the Properties bar located at the top
of the Edit User panel.
The Allow Mobile Access parameter is located on the lower section of the panel, as
Step 4 Select the Allow Mobile Access check box.
Step 5 Verify that (Voice Mail Password) Must Change on Next Login is cleared, as shown
in Figure 11-25.
Figure 11-25 Configuring an End User for ShoreTel Communicator for Mobile
11.3.6 Client Configuration Information Delivery

The administrator must provide the following information to each client authorized to use
ShoreTel Communicator for Mobile:
URL of the server through which mobile devices download the Client Installation Files
IP address and Port Number through which the mobile device accesses the MCMS
the client’s user extension
the client’s voicemail password
11.3.7 Configuring Information upon First-Time Use

This section describes the first-time configuration requirements of the device.
334
11.3.7.1 Languages
The first screen that a user sees upon first-time startup of Communicator for Mobile under
ShoreTel 8.1 is the language selection screen (Figure 11-26). The supported languages are
English (U.S.), English (U.K.), German, Spanish, Swedish, French, Dutch, Danish, Italian,
and Norwegian.
Figure 11-26 Language Selection Screen
Step 1 To select a language, use the track ball, wheel (at the right side of the device), or
other device-specific selector to highlight a language.
Step 2 Press the wheel or press Select to use the highlighted language.
On devices that have a full keyboard, the keyboard selection screen appears after
language selection. For devices that do not have a full keyboard, users are taken to
the provisioning window.
11.3.7.2 Keyboard Type

After selecting a language, users see the keyboard selection menu on devices that have a
full keyboard as shown in Figure 11-27:
Figure 11-27 Keyboard Selection
Step 1 To select a keyboard, use the track ball or wheel at the right side of the device (or
other, device-specific selector) to highlight the sequence of letters on the top row of
the keyboard.
ShoreTel 11.1 335

Step 2 Press the wheel or press Select to use the highlighted keyboard. After the user
selects a keyboard, the informational screen appears in the selected language.
Step 3 Press Next to open the next screen, where specific user-details are entered. See next
section, Provisioning User Details.
11.3.7.3 Provisioning User Details

The following user information is required for the first-time provisioning of a new phone:
The IP address of the server that hosts the user account (not the DNS) is obtained from
a system administrator. This server can be the BES or some other mechanism for
reaching the server from the outside, such as a reverse proxy server.
The Port number on the server that hosts the user account (obtained a system
administrator).
The user’s extension.
The password is the personal ID number (PIN): the user must enter this ID before
hearing voicemail. Upon power up after the first-time specification of the password, the
User Information screen does not show the password field.
After these four values are entered upon the initial run, Communicator for Mobile retains
the configuration so the user does not need to re-enter it. An example of the regular User
Information screen that is displayed after the initial configuration appears in Figure 11-28.
Figure 11-28 User Information Screen
The user can change the startup screen through the Settings window (“Default Start Page”
in Figure 11-29).
After user information is initially entered, a status message momentarily appears, followed
by a welcome message. After the welcome message, the Main Menu appears as the default
startup window. The user can choose a different startup window by using the Settings
window.
11.3.7.4 Specifying Accented Characters

The rotating character facility lets the user enter accented characters on the phone. This
scheme follows the model used on the manufacturer’s device. However, the implantation is
specific to Communicator for Mobile, and this model mirrors the way a user enters
characters on the device.
If a user enters the string “Andre” but actually wants “André Dupont,” a wide variety of
possibilities can come up (if they exist in the user’s directory), for example:
336
Figure 11-29 Settings Screen
Andre, Andrè, André, Andrê, Andrë, AndrÈ, AndrÉ, AndrÊ, AndrË . . . .

Now, the user can enter “André” to get André Dupont. Quickdialer can use the specific
device’s scrolling mechanism to select an accented character. Different devices have
different mechanisms for scrolling through character choices. For the BlackBerry models,
the user holds down a key and uses the trackball or thumb-wheel to scroll through the
possibilities. Furthermore, all accent marks are available regardless of the selected
language.
11.3.7.5 Localized Date and Time Table

This section consists of a table (Table 11-3) that lists the date and time that appears on a
device based on the selected language.
Language Date Time
Deutsch dd.mm.yy 08:48
23:59
Español dd/mm/yy 8:48
23:59
Svenska yy-mm-dd 08:48
23.59
Français dd/mm/yy 08h48
23h59
Nederlands dd-mm-yy 8:48
23:59
Dansk dd-mm-yy 8:48
23:59
Italiano dd/mm/yy 8:48
23:59
Norsk dd.mm.yy 08h48
23h59
English U.K. dd/mm/yy 08h48
23h59
English U.S. mm/dd/yy 8:48 AM
11:59 PM
Table 11-3 Date and Time Formats by Language (Country)
ShoreTel 11.1 337

11.3.8 Upgrading Communicator for Mobile

For an administrator, upgrading Communicator for Mobile requires only the installation of
ShoreTel Version 8.1 to the server that runs Communicator for Mobile. This installation
automatically places new versions of Communicator for Mobile’s server components and
client installer on the server.
Before upgrading a client device, the subscriber must delete the existing application from
the device. To perform the upgrade, the subscriber accesses the URL that was used to
download client software. Access to the Communicator for Mobile is available through the
following URL format:
http://server/mcm/client/
where server is either a valid DNS name or IP address of the Communicator for Mobile
server. Upon entry of the correct URL, the device’s browser is automatically directed to the
latest file.
The server needs to be reachable from the mobile phone. This server could be a BlackBerry
Enterprise Server (BES) or some other mechanism for reaching the server from the outside,
such as a reverse proxy.
The following sequence illustrates an installation from a BES server:
1. The system administrator sends an email with a link to the location of the
Communicator for Mobile software to the subscriber.
2. On the mobile device, the subscriber clicks on the email’s enclosed link to get access to
the download site.
3. The subscriber removes the current MCM version from the device.
4. The subscriber clicks the link leading to the download site on the browser window.
5. After the Communicator for Mobile software has been downloaded, the subscriber
configures the client with the IP address and port allocated on the ShoreTel server for
Communicator for Mobile.
As long as the device can reach the ShoreTel server, no other configuration or setup is
required between the BES and the ShoreTel Server. (A company could restrict on access to
its BES.)
Alternatively, the user can open a browser on the device and enter the URL of the server (in
the format http://server/mcm/client). The server window opens with choices for locating
the newest client software, as Figure 11-30 shows.
The user selects the application for the device. In Figure 11-31, the software is for a
BlackBerry 8800 series.
To download the client software, the user highlights and presses the Download button
(Figure 11-32).
Upon successful software download a message (Figure 11-33) shows that the device is
ready for the user to make choices for Communicator for Mobile’s operation.
338
Figure 11-30 Accessing the Newest Client Software
Figure 11-31 Choosing Specific Client Software
Figure 11-32 Starting the Download of the Selected Client Software
ShoreTel 11.1 339

Figure 11-33 After Successful Download
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Chapter 12: Configuring User Features ShoreTel Administration Guide
C H A P T E R 1 2
Configuring User Features
12.1 Private Numbers

Users can have private numbers that are not listed in the System Directory or in
Communicator Quick Dialer and thus have Caller ID information suppressed. This is
enabled through the check box on the Edit User page called Make Number Private. When
checked, the user's extension becomes a Private Number.
The following conditions apply to private numbers:
The user’s Private Number extension no longer appears in the QuickDialer for dial-
by-name operations or in the ShoreTel Directory Viewer.
Calls placed by a Private Number user show the caller's name but not their number
to the dialed party for internal calls. This applies to analog phones, IP phones, and
associated instances of the Communicator. The ring style is a double-ring,
indicating an internal call.
Calls placed from a private number to an external party do not deliver a Direct-
Inward-Dial (DID) number as Caller ID when PRI trunks are used for the outbound
call. The proper CESID (Caller’s Emergency Service ID) will only be delivered for
911 calls.
Calls placed from a private number to an off-system extension on PRI trunks with
NI2 signaling deliver calling name information but not calling number
information.
Routing slips and the Communicator and History viewer show the Private Number
user's name but not their extension number.
The Private Number users are listed with name and number in the Extension
Monitor extension selection dialog box.
The user can be dialed directly via the telephone or the Communicator if their
extension is known.
Contacts imported from Microsoft Outlook or Exchange that reference a Private
Number user's extension are not blocked and are fully visible in the Communicator
Quick Dialer.
CDR database records show both number and name for Private Number users. The
Caller-ID Flags field will indicate that only the name is valid however.
CDR legacy log files show the number of Private Number user calls that are
inbound or outbound calls.
The ShoreWare Director shows number information for Private Number users as
with other users, as for example on the User List page.
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ShoreTel Administration Guide Chapter 12: Configuring User Features
12.2 Using Extension Assignment

Extension Assignment is a feature of the ShoreTel system that allows a user to quickly and
easily re-assign his or her extension to any telephone on the system or off the system. The
user’s communications profile is reassigned to that telephone, and calls placed to the user
will be routed to that telephone, while calls placed from that telephone will reflect proper
caller ID information.
The Extension Assignment feature might be used by the following types of users:
Multi-site users, such as executives or managers, who might use the system across
multiple locations. Extension Assignment allows these users to pick up a telephone
at any location on the enterprise network, log into voice mail, and assign their
extension to that telephone. (See Section 12.2.5 on page 345.)
Office hotel users, such as contractors or telecommuters, who may occasionally be
out of the office or who might share a cubicle (and thus a phone) with another
employee. Extension Assignment allows these users to have their own extension
and mailbox, yet not have a dedicated switch port. They can simply assign their
extension to a telephone on the network when they are in the office while allowing
another user to usurp that phone when they are done with it. (See Section 12.2.5
on page 345.)
Remote or mobile users, such as employees in sales or support, who might travel
frequently and would like to have all calls directed to their cell phone or home
office PSTN phone. Extension Assignment allows these users to have their own
extension and mailbox, yet not have a dedicated switch port, thus optimizing
system resources. (See Section 12.2.4 on page 343.)
Legacy PBX Users, such as users with Off-System Extensions working with
Communicator. (See Section 12.2.4 on page 343.)
Extension Assignment also allows the system administrator to configure all telephones as
anonymous telephones and all users as virtual users, eliminating administrative costs
associated with frequent moves. When a move occurs, users simply assign their extension
to the telephone at the new location.
The feature also allows an off network user to manage a call via Communicator, so while
the conversation occurs over the cell phone or home phone, the call appears via
Communicator and can be controlled using many of the features available via
Communicator. Note that this requires the user to be located near a PC that has access to a
broadband connection and that Communicator is running.
Other benefits to the (Off-Net) Extension Assignment user include:
Use the existing PSTN line for voice while managing the call via Communicator
over an ordinary broadband Internet connection
Emulate analog extension hook switch actions via star-star (**) for FLASH and
pound-pound (##) for on-hook/off-hook
Access the user's directory numbers at the office
The user appears to be calling from the office
Keep communication costs minimized with flexible IP & trunking requirements
Retain call management features of the ShoreTel system over a broadband
connection while maintaining audio quality over PSTN.
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12.2.1 Special Considerations

The following considerations apply when using Extension Assignment:
When an Extension Assignment call is completed and the carrier has not reported
back to the ShoreTel system that the far side has disconnected, instead of the call
remaining active for a very long period of time, it will now remain active for
approximately 5 seconds, after which it will disconnect. To initiate a new call
during the 5-second window, you can press “##”.
To use the Extension Assignment feature, the user must be in a user group that has
a Telephony Class of Service of Allow Extension Reassignment. See Section 12.2.3
on page 342.
SIP is not supported as the external number to which the user is reassigned.
ShoreTel supports up to 1,000 virtual users.
Incoming calls to the user's extension assigned to an off-net location will ring on
their cell phone or Off-System Extension. If the call is not answered, normal call
handling allows the caller to leave a message in the user's ShoreTel mailbox.
Extension Assignment, when assigned to an off-net location, is fully controllable
using Communicator, except for answering a call, which must be done manually.
The feature will also have limited TUI functionality.
Extension Assignment calls that are terminated by hanging up using
Communicator do not produce standard dial tone. Extension Assignment uses a
unique set of internal and external dial tones. This difference in tones may be
important in certain installations if network devices have been configured to listen
for normal class progress tones before taking action on a call, such as hanging up.
Calls placed or answered using Extension Assignment, when assigned to an off-net
location, will continue to show in the Communicator call stack. Normal call
control functions such as hold, unhold, conference, transfer, and park will
continue to work. Park to the Extension Assignment extension, when assigned to
an off-net location, is not supported.
Extension Assignment, when assigned to an off-net location, will function
somewhat like an automated “Find Me” feature, except the caller will not have to
“press 1 to find me” because the PSTN phone number will be called immediately.
The call can be answered by lifting the handset and pressing the DTMF digit 1 in
response to the repeated prompt.
Prompts (such as those used for Find Me) may be used to confirm answering.
Answer style can be configured to one of two possibilities:
— Wait for DTMF - The call is not put through until the user presses DTMF '1'
(This is the default setting.)
— Wait for Answer - The call is put through as soon as far-end answer is detected.
(Note that far-end answer detection is not supported by the central office for
some trunk types, in which case the user must press '1'). (DTMF will be
audible to the caller.)
12.2.2 Terminology
The terms used to describe Extension Assignment are as follows:
Anonymous telephone: A telephone not currently assigned a user. You can make a
call from an anonymous telephone, but you cannot call an anonymous telephone.
ShoreTel 11.1 341

Any IP Phone: The feature that lets users assign their extension to any IP phone on
the enterprise network.
Assign: The command that assigns an extension to a telephone.
Assigned: The status of a user who is currently assigned to a telephone that is not
their home phone.
Current telephone: The telephone to which the user is currently assigned (also
known as the current switch port).
Go Home: The command to assign a user’s extension back to his or her home
telephone.
Home: The status of a user who is assigned to his or her home telephone.
Home telephone: The telephone to which the user is normally assigned (also know
as the home switch port). This is the telephone to which the user returns when
using the Go Home command.
Extension Assignment: The feature that lets users assign their extension to any
telephone, on-system or off-system extension.
Unassign: The command that unassigns an extension from a telephone.
Vacated telephone: A home telephone that currently does not have a user assigned.
These are listed on the Anonymous Telephones edit page under Vacated Telephones.
Virtual user: A user who does not have a physical telephone port and is currently
assigned to the SoftSwitch.
12.2.3 Configuring Permission Settings

To configure the Extension Assignment feature, the system administrator must first give
the end user permission to use the feature by following the procedure below:
expanded).
Step 3 Click on the User Groups link.
Step 4 Create a new user group for the Extension Assignment users, or click on the
name of an existing user group (in which all members will have access to
Extension Assignment).
Step 5 For the COS - Telephony field, click on the Go to this Class of Service link to
display the following window:
Step 6 Select the Allow Extension Reassignment check box.
Step 7 Select the Allow External Call Forwarding and Find Me Destinations check
box and the appropriate Scope radio button.
Details:
342
Figure 12-1 Configuring the Edit Telephony COS window for Extension Assignment
If you are intending for a user to have access to the Extension Assignment feature,
you should verify that he or she belongs to a User Group that is associated with the
Class of Service you just modified above.
12.2.4 Configuring Off-Net External Assignment

The off-net external assignment is intended for mobile users who are not always in the
office. These employees may travel frequently or may work from home, and they could
benefit from having all calls directed to an “off-net” device, such as their cell phone or
home office PSTN phone. Extension Assignment allows these users to have their own
ShoreTel extension and mailbox without requiring a dedicated switch port and physical
telephone in the office.
To assign your extension to an off-net location, follow the procedure below:
ShoreTel 11.1 343

Step 1 Launch Communicator on the client machine.
Step 2 Click on the Primary Phone menu to display and select Configure Extension
Assignment, as shown below.
Figure 12-2 Using Communicator to configure the client machine for Extension
Assignment
Step 3 When you select External Assignment, a pop-up window similar to the one
shown below appears.
Figure 12-3 Select the Enable External Assignment check box
Step 4 Select the Enable Extension Assignment check box
Step 5 Click on the External Number drop-down menu and select the external phone
number where calls will be routed. (This can be your cell, home or other PSTN
number that is not within the ShoreTel system.) If the external number has not
already been entered, you can do so now.
You cannot configure a PSTN number that would require the call to go out a
SIP trunk.
344
Step 6 Select the desired Activation radio button. Extension Assignment initiates a
dialog at the external number prompting the user to press their keypad “1” to
accept the call.
Accept Call by Pressing “1”- The calling party will be connected to the OA
after the OA user touches the “1” DTMF key.
Accept call by answering- The calling party will be connected to the OA
user as soon as he answers his cell or home phone.
Step 7 Click the OK button to store your changes.
Details:
When finished, you can verify that Extension Assignment is enabled on your client
machine by looking in the upper right hand corner.(see below).
Figure 12-4 Verifying proper Communicator configuration
12.2.5 Configuring On-Net Extension Assignment

On-net extension assignment is intended for users who may travel frequently, accessing the
ShoreTel system from multiple sites “on the network.” These users can benefit from not
being tied down to a single physical telephone, and Extension Assignment allows them the
freedom to pick up a ShoreTel telephone and assign their extension to that telephone via
the voicemail menu.
To assign or unassign an extension to any on-net telephone using the voicemail Telephone
User Interface (below) or using Communicator (see Section 12.2.5.2), follow the
appropriate procedure below:
12.2.5.1 Using the Telephone User Interface

To assign an extension to a telephone:
Step 1 Log in to voice mail.
Step 2 Press 7 to select Change Mailbox Options.
ShoreTel 11.1 345

Step 3 Press 3 to select Re-assign Extension.
Step 4 Press 1 to select Assign.
Step 5 Wait for a dial tone, then hang up.

This option is available only from telephone ports and not trunk ports.
Extension AssignmentTo unassign an extension from a telephone:
Step 1 Log in to voice mail.
Step 2 Press 7 to select Change Mailbox Options.
Step 3 Press 3 to select Re-assign Extension.
Step 4 Press 2 to select Unassign.
Step 5 Wait for a dial tone, then hang up.

If no other user is assigned to the home telephone port, the extension automatically reverts
back to the home telephone. If another user is assigned to the home telephone port, the
extension will be assigned to the SoftSwitch until the home telephone port becomes
available. A user can “kick out” the other user from the home telephone port by assigning
the extension from their home telephone using the procedure above.
12.2.5.2 Using the ShoreTel Communicator

The ShoreTel Communicator login is integrated into Microsoft Windows. If you want to
run the ShoreTel Communicator from another workstation, you must exit Windows, and
log in using your profile. You must have a valid profile on the workstation, as well as a
properly installed ShoreTel Communicator.
To return to a home telephone port:
Step 1 Verify the user status displayed in the lower-right corner of Communicator.
Step 2 Click the Go Home icon on the status bar, as shown below, or select Go Home
from the File menu.
Figure 12-5 Extension Assignment Status and Go Home Function – Communicator

Status Bar
12.3 Inbound Call Management

12.3.1 Find Me
Find Me is a call handling method that allows a user to route inbound calls to a specified
extension or phone number as an alternative to sending callers to voicemail.
346
Find Me call handling provides inbound callers with a method of connecting to their
intended call recipient while listening to the recipient’s voicemail greeting. Callers are
routed to an extension or phone number callers by pressing “1” while listening to the
recipient’s voicemail greeting.
System users configured for Find Me can specify two numbers for receiving call through
Find Me. The standard voice mail greeting does not prompt the caller on the availability of
Find Me call handling.
Find Me call handling is enabled through call handling mode settings. Find Me
destinations are independent of the call handling modes that activate Find Me.
After the caller presses “1”, the system informs the caller that Find Me destinations are
being called. Calls not answered at either Find Me destination are sent to voice mail.
When a call is forwarded to a Find Me destination, the phone at the Find Me destination
displays recipient’s voice mail caller ID to the call originator. When answering a call, the
recipient hears a prompt announcing the call and, if available, the caller’s ID information.
The recipient can then accept the call or route the caller to voicemail.
Announced Find Me provides for the recording of the caller’s name for calls routed to Find
Me destinations. This feature provides the capacity for all inbound callers to be identified
when their call is routed to a Find Me destination.
When Announced Find Me is enabled, callers from external numbers or from internal
extensions without a recorded name are prompted to record their name before the call is
routed to the recipient.
12.3.1.1 Find Me and External Assignment panel

When you click the Find Me and External Assignment link on the Personal Options page,
the Find Me and External Assignment page appears, as shown in Figure 12-6.
Find Me allow users to configure two phone numbers as forwarding destinations, so that if
they miss an incoming call, the call will be sent to voice mail, and from there, it will be
redirected to one of the pre-configured forwarding destinations. External Assignment is
also known as Extension Assignment. Refer to Section 12.2 on page 340 for more
information.
When a caller dials a user on the ShoreTel system, if the call is not answered, it is sent to
voice mail. At this point, the caller is offered the option to “press 1 to activate Find Me call
handling,” and the system subsequently attempts to route their call to one of the Find Me
destinations that the user configured.
There is no system prompt informing the caller that they need to press 1. The ShoreTel user
must inform callers of this “press 1 to activate Find Me” option in the outgoing voice mail
greeting.
When callers presses “1”, they hear a prompt telling them that the Find Me destinations are
being called. If the call is not accepted at either of the Find Me destinations, the call is sent
to voice mail.
Alternatively, users also have the option to automate the Find Me behavior, thus bypassing
the requirement for callers to “press 1 to activate Find Me.” When Auto Find Me is
enabled, calls will be immediately sent to the Find Me destination number(s) without any
action on the part of the caller.
Details:
Users are authorized to use Find Me through a Telephony Class of Service that
enables Find Me.
ShoreTel 11.1 347

Figure 12-6 Find Me and External Assignment Page
Find Me destinations can be extensions or external numbers.

Find Me call handling can be enabled/disabled for each of the five call handling
modes. The same Find Me destinations apply to all call handling modes with Find
Me enabled.
To configure Find Me destinations:
Step 1 For the primary Find Me destination, select Extension or External. You can use
the Search button to find system extensions. Enter external numbers in the
External text box.
Step 2 Enter a value in the Number of Rings field. This is the number of times the
phone must ring without being answered before the call is forwarded to the
primary Find Me destination.
Step 3 For the backup Find Me destination, select Extension or External. You can use
the Search button to find system extensions. Enter external numbers in the
External text box.
Step 4 Once again, enter a value in the Number of Rings field. This is the number of
times the phone must ring without being answered at the primary Find Me
destination before being forwarded to the backup Find Me destination.
348
Step 5 Select the Send Incoming Caller ID check box if you want the caller ID
forwarded to the Find Me destination.
Step 6 Select the Enable Auto Find Me check box to automate the process of routing
calls to the Find Me destinations. With this enabled, users will no longer have
to press 1 to activate Find Me. You can deselect the check box if you wish to
continue to require callers to “press 1 to activate the Find Me feature.”
If you enable Auto Find Me, make sure that your outgoing voice mail message
is no longer telling callers to “press 1 to activate the Find Me feature.” The
automation aspect of this enhancement means that callers will not have to do
anything and calls will be forwarded automatically.
12.3.1.2 Configuring Announced Find Me

Announced Find Me is available for users assigned to a class of service for which Find Me
is authorized. ShoreWare provides three methods of enabling Announced Find Me for a
user: from Director, from Communicator for Windows, and from Communicator for Web.
Users can receive Announced Call Me introductions for all callers or restrict the
introductions to calls for which Caller ID is not available.
Administrators enable Announced Find Me for system users from the Find Me and
External Assignment panel.
To enable Announced Find Me for a user, perform the following:
Step 1 Access the user’s Edit User panel by selecting Administration -> Users -> Individual
Users from the Director Main Menu, then clicking the desired user’s name in the
Individual Users list panel.
Step 2 Access the user’s Find Me and External Assignment panel, as shown in Figure 12-
6, by selecting Personal Options in the selection bar at the top of the Edit User
panel, then clicking Find Me at the bottom of the Personal Options panel.
Step 3 Select the Enable Record Caller’s Name for Find Me (When Caller ID is unavailable)
checkbox.
To enable Announced Find Me when Caller ID is available, select the Record Name
Even If Caller ID Is Present checkbox.
12.3.2 Automated Call Handling

A Call Handling Mode defines call management conditions and tasks for your inbound
calls. ShoreWare defines the following five call handling modes for each extension to
customize the manner that a user’s calls are handled over a variety of situations.
• Standard
• In a Meeting
• Out of Office
• Extended Absence
• Custom
One call handling mode is always active. ShoreWare automatically selects the active call
handling mode on the basis of system schedules maintained by the system administrator.
Users can also manually select their active call handling mode.
ShoreTel 11.1 349

The following sections describe call management tasks controlled by Call Handling Modes,
along with the automatic and manual methods of selecting the active call handling mode.
12.3.2.1 Setting the Active Call Handling Mode

The active Call Handling Mode specifies the manner in which a user’s inbound calls are
handled. ShoreWare automatically activates call handling modes, as specified by system
schedules maintained by the administrator. Users can also manually select the active call
handling mode.
A ShoreWare schedule is a software component that specifies a set of time periods.
Communicator uses schedules to program call handling mode changes for system users.
Each schedule consists of a name and a list of day-time intervals. Communicator panels
refer to the schedule by its name and specify an active call handling mode during the
intervals.
ShoreWare defines three schedule types:
On-hour schedules: On-hour schedules specify day and time intervals over a weekly
period without referencing a specific date. Figure 12-7 displays three examples of On-
hour schedules.
Figure 12-7 On-Hour Schedule Examples
Holiday schedules: Holiday schedules specify dates. Periods that identify a year are
valid once; periods that do not specify a year are valid each year on the listed dates.
Holiday schedules take precedence over On-hour schedules during periods covered by
each schedule. Figure 12-8 display examples of Holiday Schedules.
Figure 12-8 Holiday Schedule Examples
Custom schedules: Custom schedules specify date and time intervals. Periods that
identify a year are valid once; periods that do not identify a year are valid each year on
the listed dates. Custom schedules take precedence over On-hour and Holiday
schedules during periods listed by multiple schedules. Figure 12-9 display examples of
Holiday Schedules.
Figure 12-9 Custom Schedule Examples
350
Schedules are configured by the system administrator. To determine the periods specified
by an individual schedule, consult your system administrator.
Default active call handling modes are managed through the Schedule parameter of the Call
Handling Mode configuration panels:
The Standard and Out of Office modes determine the active call handling mode during
normal daily activities.
— The available options in Standard’s schedule parameter are the On-hour schedules
configured by the system administrator. Standard is the default Call Handling
Mode during the times listed by the selected schedule.
— The Out of Office schedule is the inverse of the selected schedule in the Standard
Call Handling Mode configuration panel. Out of Office is the default Call Handling
Mode during all periods not covered by the On-hour schedule in the Standard Call
Handling Mode panel. Schedules are not selected in the Out of Office Call
Handling Mode panel.
Example: Assume that Day Shift in Figure 12-7 is the selected schedule in the
Standard Call Handling Mode panel. Standard is the default call handling mode
between 8 am to 5 pm on Mondays through Friday. Out of Office is the default call
handling mode all other times.
The Extended Absence mode determines the active call handling mode during the
selected holiday schedule. The Schedule drop down menu on the Extended Absence
call handling mode lists the Holiday schedules configured by the administrator.
The Custom mode determines the active call handling mode during the selected
custom schedule. The Schedule drop down menu on the Custom call handling mode
lists the Custom schedules configured by the administrator.
In a Meeting mode is not associated to a schedule and cannot become active through
an automatic mode selection.
12.3.2.2 Call Handling Mode Defaults

Call Handling Mode Defaults are the set of call handling parameters assigned each time
you add a new user. ShoreTel strongly recommends that you review and change these
defaults before you add the bulk of your users.
Once a user is saved on the system, there is no relationship between the user’s call handling
modes and the default call handling modes. Changes to the default call handling modes do
not affect the call handling modes of current users.
If you need to change the Personal Assistant of some or all users, you can use the Batch
Update Utility discussed earlier in this chapter.
There are five default call handling modes, used for initializing each user’s call handling
modes. These modes provide a quick and easy way for users to change the way their
inbound calls are handled.
The five default call handling modes are:
Standard
In a Meeting
Out of Office
Extended Absence
Custom
Each of the call handling modes has the same configuration parameters.
ShoreTel 11.1 351

Figure 12-10 Call Handling Mode Default Values Edit Page
Call handling modes specify how, when, and where calls are forwarded, and whether the
user requires message notification when voice mail is received. The links in the Edit Call
Handling Modes section under the Personal Options tab on the Edit User page bring up
variants of the call handling mode pages. You can edit these copies for each user’s personal
options. Users can also modify these options from their desktop client applications.
Users can also change their call handling settings though a web interface on the ShoreTel
server. For more information and the web interface URL, see the ShoreTel Planning and
Installation Guide.
The Call Handling Mode Default parameters are as follows:
Call Forward Condition: These buttons let you specify when calls are forwarded.
The conditions are Always, No Answer/Busy, and Never.
— The Always condition forwards calls to the number specified in the Always
Destination parameter immediately when a call is received.
— The No Answer/Busy condition forwards calls to the No Answer Destination
after the specified number of rings, or to the Busy Destination immediately if
the user’s call stack is full.
— The Never condition disables call forwarding.
The recommended default is No Answer/Busy.
Always Destination: When the Always call forward condition is selected, calls are
forwarded immediately to this extension.
Busy Destination: When the No Answer/Busy call forward condition is selected,
calls are forwarded to this extension immediately if the user’s call stack is full.
The recommended default is Voice Mail.
No Answer Destination: When the No Answer/Busy call forward condition is
selected, calls are forwarded to this extension after the specified number of rings.
The recommended default is Voice Mail.
No Answer Number of Rings: When the No Answer/Busy call forward condition is
selected, this parameter specifies how many times the phone rings before the call is
forwarded to the No Answer Destination.
352
The recommended default is three rings.

Personal Assistant: Each user can specify a Personal Assistant, which is the
destination to which a calling party is transferred upon dialing “0” in the user’s
mailbox. For example, executives often want callers transferred to their own
executive assistant rather than to the operator when a caller dials “0” in their
mailbox.
If no personal assistant is defined and a caller dials “0,” the call is transferred to the
site operator. If no site operator is defined, the call is transferred to the auto-
attendant.
Users can also reach the Personal Assistant from the voice mail menu. By pressing 0
from the main voice mail menu, users can access the assistant. Alternatively, users
can press 00 while listening to a voice mail message to reach the assistant. This can
be helpful if a user is checking voice mails and wants to quickly reach the assistant
to communicate something heard in a voice message.
The recommended default is an operator.
Enable Find Me: This check box enables the Find Me feature by default for new
users. When enabled, users can configure up to two numbers where they would
like to receive calls that are forwarded from their voice mail. For more information,
see Section 12.3.1.1 on page 347.
Enable Message Notification: This check box enables message notification for this
call handling mode. The manner in which the user is notified is determined by the
user’s message notification settings.
The recommended default is off.
Schedule: This drop-down menu lets you select the schedule that will be associated
with this call handling mode. For example, you may want to associate the Standard
CHM with a schedule that is active from the hours of 9am to 5pm. Alternatively,
you might wish to schedule the Out of Office CHM with a “graveyard” schedule
that becomes active from the hours of 10pm to 6am.
For more information, see Chapter 15, starting on page 395.
Call Handling Note: This text entry field lets you enter a note for each call
handling mode. The call handling note is visible to users running the Operator
Communicator.
The recommended default is to leave this blank.
12.3.3 Personalized Call Handling

Personalized Call Handling defines a method of handling inbound calls on the basis of
multiple end user, caller, system, and environment criteria.
Personalized Call Handling is available to all System Users that are authorized for the
following Communicator types:
Professional
Operator
Workgroup Agent
Workgroup Supervisor
Administrator authorization is not required for users assigned to these Communicator
types.
ShoreTel 11.1 353

12.3.3.1 Description
A Call Routing Plan manages a user's inbound voice calls. The plan consists of call
handling rules, each of which specifies a method of handling a call when a condition set is
valid. The plan enables and prioritizes selected rules. The user's inbound calls are evaluated
against the call handling rules. The highest priority rule with conditions that are satisfied
define the handling method for the call.
This section describes the structure and call handling rules, followed by a discussion of
creating a call routing plan from these rules.
Call Handling Rules

Call handling rules define evaluation conditions and handling action. When the rule is
active and the condition is satisfied, the action determines how the call is handled.
Three components comprise a call handling rule: name, condition, and action. The
following sections describe call handling rule components.
Name: The name is the label by which Communicator and Director refers to a call
handling rule. Users specify the name when they create the rule.
Condition: The condition is the filtering criteria that determines if a corresponding call
handling action is performed. When a condition statement consists of multiple criteria,
each criterion must be satisfied or the action is not performed.
Call Handling Rules defines the following six types of criteria
— Phone number match: The phone number match is satisfied when the caller ID of
the inbound call is a subset of the specified match type. Users can select one of the
following match types:
❋ specific number – user specifies the number that must match the caller ID;
numbers can be internal extension or phone number external to the system
❋ off system extension – user specifies the off system extension that must match
the caller ID
❋ any internal extension starting with – user specifies the digits that must match
the first digits of numbers originating from internal callers
❋ any external extension starting with – user specifies the digits that must match
the first digits of numbers originating from phone numbers external to the
system
❋ private – matches all calls that are identified by caller ID as
❋ out of area / unknown – matches all calls that caller ID identifies as
or
❋ Every internal number – matches all calls originating from a device within the
ShoreTel network.
❋ Every external number – matches all calls originating from a device not located
within the ShoreTel network
Users can specify a maximum of ten phone number match entries.
— I am on the phone: This criterion is satisfied when the user’s phone is busy.
— Call Handling Mode: This criterion is satisfied when the user’s active Call Handling
Mode matches the specified mode.
— Time of day: This criterion is satisfied when the call is received during the specified
time ranges.
— Day of week: This criterion is satisfied when the call is received on one of the
specified days.
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— DNIS Match: This criterion is satisfied when the DNIS of the inbound call matches
the specified number.
Time of day and Day of week entries are based on the timezone setting of the site
to which the user is assigned.
Action: The action specifies the resolution for calls that match the specified condition.
Call Handling Rules define the following five action types:
— Forward Call to Specific Number: This action routes the call to the specified
number. Users can select one of the following number types:
❋ Specific Number
❋ Off System Extension
— Forward Call to Voice Mail: This action routes the call to the recipient’s voice mail.
— Forward Call to Auto Find Me: This action routes the call to voicemail, which
then forwards the call to the recipient’s Find Me number.
— Forward Call to Announced Find Me: This action routes the call to voicemail,
which then forwards the call to the recipient’s Find Me number. The system
attempts to announce the caller’s name to the recipient, which may require the
caller to record their name before the call is presented to the recipient.
— Play Ringtone: This action programs the ShorePhone to play the designated ring
tone that announces the presence of the inbound call to the recipient.
Call Routing Plan

The Call Routing Plan is the data structure that determines the routing method of a user’s
inbound calls. The following sections describe the composition and operation of a call
routing plan.
A call routing plan consists of a maximum of ten call handling rules. The plan specifies the
rules that are active and lists the rules in the order that by which they are used to evaluate
characteristics of the inbound call.
When a user receives an inbound call, the system evaluates the characteristics against the
highest priority call handling rule that is enabled. If all of the criteria comprising the
condition of that rule matches the call characteristics, the call is routed as specified by the
rule’s action and the plan execution is complete. If any of the criteria do not match the call
characteristics, the system continues the plan execution by evaluating the call against the
next highest priority call that is enabled.
This process is repeated for all enabled call handling rules. If the call characteristics do not
match the conditions of any enabled call handling rule, the call is routed as specified by the
active Call Handling Mode.
12.3.3.2 Implementing Personalized Call Handling

Users configure their Personalized Call Handling routing plans through Communicator.
Refer to the Communicator User’s Manual.
The Director Personalized Call Handling Rules panel, shown in Figure 12-11, displays the
Call Handling Rules created by the specified user. The table displays the name, condition,
and action and enabled status of each rule. The rules are listed in the order that they were
created; the table does not display the usage priority of the rules.
ShoreTel 11.1 355

Figure 12-11 Personalized Call Handling Rules panel (Director)
To access the Personalized Call Handling panel:
Step 1 Open the Individual User list by selecting Administration -> Users -> Individual
Users from the Director Main Menu
Step 2 Open the Personal Options panel for the desired user by clicking the name of the
desired user in the Individual User List, then selecting Personal Options on the
menu bar toward the top of the Edit User panel.
Step 3 Click Personalized Call Handling Rules, located in the middle of the Personal
Options panel, as shown in Figure 12-12.
Figure 12-12 Edit User Panel – Selecting Personalized Call Handling Rules
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12.4 Call Intervention Methods

12.4.1 Whisper Page
The Whisper Page feature allows a user to break into an active call in order to speak with
an internal user. This occurs without the remote caller hearing the interruption and
without the operator hearing the remote caller.
Here's a real-world example: You are in the office on a call with a client when another client
arrives in the lobby to meet you for an appointment. The administrative assistant knows
that you are on a call, but she uses the Whisper Page feature to interrupt the call to let you
know someone is waiting for you in the lobby. You hear the voice of your administrative
assistant and the client at the same time, but neither of them can hear one another.
Implementation details:
The Whisper Page feature can be invoked from:
— Communicator
— Any phone (analog or IP) by pressing the code *19
— One of the ShorePhone soft keys
While on a Whisper Page call, the internal user can mute the audio channel to the
original caller. This allows him to respond to the operator without the original
caller hearing him. This can be accomplished from:
— One of the ShorePhone soft keys - not the standard mute button
— Communicator, if you do not have an IP phone
Both the operator and the internal user hear a tone when the Whisper Page call is
connected. The tone is the same as the one used for the intercom feature.
To receive a Whisper Page call, the internal user must be on the handset of a
multiline ShorePhone. If a Whisper Page call is sent to any other phone
(SoftPhone) the call will be treated as an intercom call.
If a Whisper Page call is sent to a phone that is not on an active call, the feature
behaves the same as an intercom call.
Permissions to use this feature are the same as for intercom, and the feature is
enabled or disabled (via Director) along with the intercom feature.
The Whisper Page feature will not work if the internal party is on a 3-way
conference call.
No call control operations may be performed on the Whisper Page call, except to
hang up. For example, the Whisper Page call cannot be put on hold, transferred,
parked, etc.
Configuring Whisper Page

To configure the Whisper Page feature, do the following:
expanded).
ShoreTel 11.1 357

Step 3 Click on the Users link and then the Class of Service link. The Class of Service
window appears.
Step 4 Select the name of the one of the profiles in the Telephony Features
Permissions section by clicking on it. (You can either create a new profile or
modify one of the existing profiles.)
Step 5 The Class of Service window appears, as shown below.
Figure 12-13 Enable Whisper Page
There is no separate check box specifically for the Whisper Page feature. The
functionality has been coupled with the intercom functionality.
Step 6 In the Whisper Paging field, enable the Allow Initiation check box to allow this
user to place a Whisper Page call. (This user would most likely be an operator
or administrator.) You can also enable the Accept check box if the user is likely
to be on the receiving end of a Whisper call.
Step 7 Click the Save button to store your changes.

The topic of applying a Class of Service to a User Group is covered in the
System Administration Guide. However, as a reminder, keep in mind that once
you have enabled the Whisper Page feature in a Class of Service profile, you
must make sure that this Class of Service profile is applied to the appropriate
User Group to which you target user belongs. In other words, the user that will
be using the Whisper Page feature must belong to a User Group that has the
COS - Telephony value set to the name of the profile that you just finished
modifying.
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12.4.2 Monitor Extensions from IP Phone

Extension monitoring is one of the available functions you can assign to the custom
buttons on ShorePhone. However, due to its complexity the feature will be discussed
separately from the other functions.
The extension monitoring function allows a user to monitor the extension of another user
and to answer that person's calls if necessary. For example, consider a hypothetical scenario
in which there are two secretaries working on different floors of the same building. They
are both responsible for answering calls from the main phone line but they cannot see one
another. If one of them is already on a call and another call arrives on the main line, with
extension monitoring enabled, the second assistant will see that the first assistant is busy
and will know to pick up the incoming call.
To configure extension monitoring, follow the directions below:
the Login button.
expanded).
Step 4 Click on the name of the user whose phone you would like to modify and then
click on the Personal Options tab.
Step 5 Scroll to the bottom of the window and click on the Customize IP Phone
Buttons link.
Step 6 Click on the Function drop-down menu for one of the programmable buttons
and select Monitor Extension to display a window similar to the one in Figure
12-14.
Figure 12-14 Monitor Extension from IP Phone
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Step 7 Enter a label for the button in the Label field.
Step 8 Enter the extension of the monitored party in the Extension field, or click the
Search button to locate the desired extension.
Step 9 Click on the Ring Delay Before Alert drop-down menu and select the number
of rings that should elapse on the monitored party's phone before the
monitoring party will receive an alert. (This delay gives the monitored party a
chance to answer and prevents the monitoring party's phone from ringing
incessantly.)
Step 10Select the appropriate radio button in the Caller ID on Monitored Extensions.
For an multiline phone, choices are:
Do Not Show – The Caller ID information does not appear, but an
indicator will show that the monitored phone is busy. This option offers the
monitored party the most privacy and should be selected if you do not
want the monitoring party to know who the monitored party is talking to.
Show Only When Ringing – The Caller ID information appears while the
phone is ringing, but disappears once the call has been answered.
Show Always – The Caller ID information appears while the monitored
phone is ringing, and continues to appear even after the call has been
answered.
Step 11The custom buttons can be configured to perform different actions based on
whether or not the person being monitored is on a call. To associate a
secondary function with the custom button that will apply when the phone is
inactive, click the drop-down menu and select another action from the No
Connected Call Action menu. The action you select here will apply when the
custom button is pressed AND while the monitoring party’s phone is inactive.
Step 12To associate a third function with the custom button, click the drop-down
menu and select another action from the With Connected Call Action menu.
This action will apply when the custom button is pressed while the monitoring
party does not have a call that can be picked up or unparked, and the user's
own extension has a connected call.
The idea behind these last two steps is that the custom button can be
configured to do whatever makes sense given the situation. The button can be
configured to pick up incoming calls, or park/unpark calls when the person
being monitored is on a call. And if the person being monitored is not on a call,
the custom button then becomes a one-touch button allowing the operator to
transfer a call to the monitored extension. And if the person being monitored is
not on a call and if there are no calls to transfer, then the custom button
becomes a speed-dial button, allowing the operator to dial that person's
extension at the touch of a button.
Step 13Click Save to store your changes.
Details:
The custom button will illuminate red (on the monitoring-person's phone) when
the person being monitored is on a call. If that call is put on hold and a second call
is accepted on the monitored extension, the LED will turn green and will flash
twice. Similarly, the LED will flash three times if a third call is accepted. For more
information about LED flash patterns, see Table 12-1.
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The custom button (to which extension monitoring has been assigned) can serve
dual purposes based on whether the monitoring party is in a call or not. The button
can be set to speed dial, intercom, or transfer calls to the monitored extension.
When the “Show Caller ID Name and Number on Monitored Extensions” Class of
Service (Telephony) setting is not enabled, Communicator Contact Viewer (and
Agent Viewer) show the number of calls on a user's stack but do not show who the
user is talking to. “Properties” is also disabled.
State Pattern
CALL APPEARANCE STATES

Idle Off
Idle and DND Orange, Steady On
Idle and Message Waiting Off
Idle, Message Waiting and DND Orange, Steady On
Off Hook Green, Steady On
Active Call Green, Steady On
Active Conference Call Green, Steady On
Remote Hold Green, Steady On
Offering Call Green, 1000/1000 ms
Held or Parked Call (3) Orange, 250/250 ms
Whisper Page Call Red, Steady On
Active Call Whisper Muted Red, Steady On
EXTENSION MONITOR STATES
Idle Off
Idle and DND Orange, Steady On
Idle and Message Waiting Off
Idle, Message Waiting and DND Orange, Steady On
Active Call Picked Up Green, Steady On
Held or Parked Call [3] Orange, 250/250 ms
Monitored Ext. on Active Call Red, Steady On
Monitored Ext. on Conference Call Red, Steady On
Monitored Ext on Active Call + Offering Call Green, 200/100/700/1000 ms
Picked up Monitored Ext. Call + Monitor Ext on Active Call Green, 800/Orange 200 ms
Picked up Monitored Ext. Call and Held + Monitor Ext on Active Call Orange, 200/100/200/500 ms
Picked up Monitored Ext. Call + Monitor Ext held Active Call Orange, 200 ms
Green, 800 ms
Orange, 200 ms
Green, 100 ms
BRIDGED CALL APPEARANCE STATES
Idle Off
Active Call Picked Up Green, Steady On
Table 12-1 Programmable Buttons LED Flash Patterns
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State Pattern
Line In-Use Red, Steady On

Held or Parked Call [3] Orange, 250/250 ms
FEATURE KEY WITH EXTENSION TARGET STATES
Idle or Offering Call Off
Connected or Held Call Red, Steady On
DND Orange, Steady On
(Dial/Transfer Mailbox Only) MWI Red, Steady On
(Pickup, Pick/Unpark, Pickup NightBell Only) Offering Green, 1000/1000 ms
(Unpark, Pick/Unpark Only) Held/Parked Orange, 250/250 ms
TOGGLE FUNCTIONS (RECORD, WHISPER MUTE)
Function Off Off
Function Available Orange, Steady On
Record Active Orange, 500/500 ms
Whisper Mute Active Orange, 500/500 ms
Table 12-1 Programmable Buttons LED Flash Patterns
12.4.3 Call Handling Mode Delegation

Call Handling Mode delegation authorizes the changing of a user’s active call handling
mode by other system users. The list of authorized users is specified through Director by
the system administrator or through Communicator by the user whose active Call
Handling Mode is changed.
12.4.3.1 Selecting Through Director

The system administrator specifies a list of users authorized to change an individual’s
current Call Handling Mode from that individual’s Edit User – Personal Options panel.
Users with permission can modify the individual’s active call handling mode through
Operator Communicator or Communicator for Web client.
To select user’s authorized to change an individual’s active call handling mode:
Step 1 From the individual’s Personal Options panel, click Delegation.

The Call Handling Mode Delegation page appears, as shown in Figure 12-15.
Step 2 From the left column, select the users to receive authorization and click Add.
Step 3 To remove a user from call handling delegation, from the right column, select
the user you want to remove and click Remove.
12.4.3.2 Selecting Through Communicator

Users manage the list of individuals that can change their active Call Handling Mode
through Communicator. Refer to the Communicator User’s Manual for more information.
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Figure 12-15 Call Handling Mode Delegation Edit Page
12.4.4 Intercom/Paging, Barge In, Record, and Monitor

12.4.4.1 Feature Descriptions
Monitoring allows one party to eavesdrop on a call. It is a limited conference call where the
monitoring party hears the other parties, but the monitored parties do not hear the
monitoring party. Monitoring is undetectable by the parties being monitored, except by a
warning tone. Monitoring is typically used in workgroups to evaluate agent performance.
A recording warning tone may be played to the customer during call recording and
monitoring. The warning tone is enabled for the entire system using a Call Control option.
For a specific call, it may be disabled by using an Auto-Attendant menu option. No tone is
played during a Barge In call.
Barge In allows one party to join an existing call as a fully conferenced participant. When
Barge In is initiated, a brief intrusion tone is played to the other participants and (if
present) the monitoring warning tone is discontinued.
To simplify discussion of this feature, we will refer to three parties: the supervisor, the
agent, and the customer. The supervisor initiates monitoring by selecting an agent. The
agent is on a call with another party, the customer. The customer may be an external caller,
but supervisors and agents must be on extensions.
In a monitored call, a supervisor hook flash is ignored. However, a hook flash by the other
parties works the same as in a two-party call. In particular, an agent flash puts the call on
hold and allows a consultative transfer or conference.
Because there is a limit of three parties in a conference call, if the agent or customer makes
a consultative transfer or conference, the supervisor is automatically dropped. Similarly, if
another party barges into a monitored extension, then the monitoring is dropped.
If a conference call is already in progress, it cannot be monitored. If monitoring is already
in progress, no one else can monitor the call.
ShoreTel 11.1 363

The supervisor can barge into a call he or she is monitoring. However it is not possible to
revert a barge in to just a monitored call. If desired, the supervisor can hang up and restart
monitoring.
After a barge in, the agent remains the controlling party of the call. A subsequent agent
hook flash disconnects the supervisor, who was the last party added.
12.4.4.2 CoS Settings

Each telephony class-of-service permissions has check boxes and radio buttons in
ShoreWare Director for configuring Intercom/Paging, Barge In, Call Recording, and Call
Monitoring. These options appear near the bottom of the window in Figure 12-16. For
more information about setting permissions, refer to Section 10.2.1 on page 261.
Figure 12-16 Enhanced Class of Service Settings for Intercom, Barge, Monitoring
Allow initiation for Intercom/Paging—If this check box is selected, users within
this COS may place an intercom call or page to other system users. If cleared, then
no intercom/paging can be initiated.
Accept Intercom/Paging—Radio button choices are:
— Accept None: If selected, users within this COS may not receive intercom calls
or pages.
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— Accept All: If selected, users within this COS may receive intercom calls or
pages from anyone in the COS.
— Accept Only From: If selected, users within this COS may only receive intercom
calls or pages from the person or extension specified in the associated field.
Allow initiation for barge in—If this check box is selected, users within this COS
may barge in on the calls of other system users. If cleared, then no barge in can be
initiated.
Accept barge in—Radio button choices are:
— Accept None: If selected, users within this COS may not receive barge-in’s from
anyone.
— Accept All: If selected, users within this COS may receive barge-in’s from
anyone else in this COS.
— Accept Only From: If selected, users within this COS may only receive barge-
in’s from the person or extension specified in the field associated with this radio
button.
Allow initiation for record others calls—If this check box is selected, users within
this COS may record the calls of other system users. If cleared, then no call
recording can be initiated.
Accept record others calls—Radio button choices are:
— Accept None: If selected, users within this COS may not have their calls
recorded from anyone.
— Accept All: If selected, users within this COS may have their calls recorded from
anyone else in this COS.
— Accept Only From: If selected, users within this COS may only have their calls
recorded by the person or extension specified in the field associated with this
radio button.
Allow initiation for silent monitor—If this check box is selected, users within this
COS may monitor other system users. If cleared, then no monitoring can be
initiated.
Accept silent monitor—Radio button choices are:
— Accept None: If selected, users within this COS cannot be monitored by
anyone.
— Accept All: If selected, users within this COS can be monitored by anyone else
in this COS.
— Accept Only From: If selected, users within this COS can only be monitored by
the person or extension specified in the field associated with this radio button.
There are no special permissions for ShoreTel Contact Center agents or supervisors. They
must have CoS with appropriate settings to enable contact center recording, monitoring,
and barge in.
ShoreTel 11.1 365

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Chapter 13: Configuring Voice Mail ShoreTel Administration Guide
C H A P T E R 1 3
Configuring Voice Mail
This chapter provides information about configuring the voice mail system, including
adding and editing system distribution lists.
Click the Voice Mail link in the navigation frame to expand it to show the links for:
System Distribution Lists
Voice Mail Options
AMIS Voice Mail
Also refer to Section 10.2.3 on page 268 for information about configuring your voice mail
system.
13.1 System Distribution Lists

System distribution lists provide a mechanism for sending the same message to multiple
users at one time. They are managed from the ShoreWare Director.
You add and edit system distribution lists from the Voice Mail System Distribution Lists
page shown in Figure 13-1.
You can also add or remove a user from a system distribution list from the Edit User page
(see Section 10.4 on page 272).
The ShoreTel system allows users with the proper class of service to send a broadcast
message to all mailboxes. Unlike system distribution lists, the broadcast distribution list
cannot be edited. If necessary, you can selectively remove individual mailboxes from the
broadcast list on the associated Edit Users page, Workgroup edit page, or Route Point edit
page.
Figure 13-1 Voice Mail System Distribution Lists Page
The columns in the System Distribution List page are as follows:

Description: This is the name of the system distribution list.
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ShoreTel Administration Guide Chapter 13: Configuring Voice Mail
Number: This is the number that is used for sending messages to members in the
distribution list. Users can enter this number in either the ShoreWare client or
when addressing a message from the telephone user interface.
To add or edit a system distribution list, click Add new or click the name of an existing list
that appears in the Voice Mail System Distribution Lists table. When you click either of
these items, the Edit System Distribution List page appears as shown in Figure 13-2.
Figure 13-2 System Distribution List Edit Page
The parameters on the System Distribution List edit page (Figure 13-2) are described as
follows:
Name: This is the name of the distribution list.
Number: This is the number that is used for sending messages to members in the
distribution list. Users can enter this number in either the ShoreWare client or
when addressing a message from the telephone user interface.
This number cannot go beyond the range of numbers that you defined in the First
System Distribution List Number and Last System Distribution List Number fields
in the section from Chapter 2, starting on page 43. Also, the first system
distribution list number is reserved for future use.
Recorded Name: The buttons that correspond to this item let you Record, Play,
Erase, or Import a recorded name for the distribution list.
— Click Record to record a name for the distribution list.
— Click Play to play back the recording.
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— Click Erase to erase the recording.

— Click Import to import a sound file.
Language: Select a language from the drop-down list.
Select from List: Filter Users By—If you want to search for users with certain
extension numbers or names beginning with a specific letter, use the Filter Users
By fields. You can sort by Last Name, First Name, or Extension.
If more names fit the criteria than can be displayed, use the Show Page controls.
Either select a page number from the drop-down list or use the arrow keys to scroll
through the list.
After selecting a name (or names) from the user list, click Add to add it (or them)
to the Distribution List Members box.
If you want to remove a user from the directory list, select the user name from this
box and click Remove.
AMIS Systems: This lets you add users on AMIS systems to the distribution list. To
add an AMIS user to the distribution list, select the AMIS system where the user
you want to add is located and click Add. A dialog box prompts you for the
extension number of the user. Enter the number and click OK. The AMIS System
ID and extension (Mailbox ID) appears in the distribution list box.
13.2 AMIS Voice Mail

The ShoreTel system sends and receives voice mail messages to and from legacy voice mail
systems using AMIS protocol Version 1 — Spec February 1992. To send voice mail
messages to remote AMIS sites, ShoreTel dials a phone number to access the remote system.
Likewise, to receive voice messages from a remote system, the remote system must know
the number to dial into the ShoreTel system. To reach the ShoreTel system, the remote
system must be configured to dial a number that reaches an auto-attendant menu.
AMIS call support is enabled by default. Incoming AMIS voice mail is delivered in the same
manner as other voice mail; however, replies cannot be sent. In order to send outbound
AMIS voice mail, you must create AMIS systems in ShoreWare Director.
ShoreTel negotiates the setup, handshaking, and teardown of AMIS system calls. Each voice
mail requires a call over the AMIS delivery and call back numbers.
You can configure your AMIS systems for two addressing methods. If your system does not
use off-system extensions, a System ID number is required to direct the voice mail to the
correct site. When a user wants to send a voice mail to a recipient on an AMIS system, they
must first enter the System ID followed by the mailbox number (extension).
Examples of Addressing with a System ID
System ID Recipient Mailbox Number
8331 1234
8408331 45657
Table 13-1 Examples of Address with a System ID
If your system uses off-system extensions, these extensions become “off-system

mailboxes.” In this case, users simply address the voice mail by mailbox number without
needing to enter the System ID.
Before you create AMIS systems to remote sites:
ShoreTel 11.1 369

Enable AMIS messaging from the Voice Mail Options page (default is enabled).
Set the permissions for the Voice Mail User Group to include dialing AMIS
numbers. For more information, see Section 10.2.3 on page 268.
Review the extension plans for all the systems to which you are connecting. Make
sure they all use the same extension length and that there is no overlap of
extensions.
After you have made these global settings, creating AMIS systems requires the following
steps:
Name the AMIS site and enter a System ID.
Enter the phone number the ShoreTel system calls to connect to each remote AMIS
system.
Enter the phone number that remote AMIS systems call to send AMIS messages.
This number must reach an auto-attendant.
If your system is using off-system extensions, select the extension range for each
AMIS system.
13.2.1 AMIS Restrictions

Some restrictions are placed on AMIS voice messages. You should be aware of the following
restrictions:
ShoreTel establishes a call to an AMIS system for each voice mail. If a voice mail is
addressed to multiple recipients, ShoreTel delivers as many as nine voice mails in a
single call. If a voice mail has more than nine recipients, ShoreTel makes additional
calls until the voice mail is delivered to all recipients. You can optimize AMIS voice
mail delivery by using distribution lists at the remote AMIS sites.
The maximum message length permitted is eight minutes.
After ten failed attempts to complete a call to an AMIS system, ShoreTel disables
the AMIS system and generates an event log.
After ShoreTel establishes an AMIS system call, it tries three times to complete
message delivery to each recipient. If ShoreTel fails to deliver a voice message after
three attempts, it stops trying and returns the message to the sender. However, if
the sender’s voice mailbox is full, they do not receive failed messages.
Outbound voice mail messages for disabled AMIS systems are accepted and
queued. To deliver queued messages, enable the AMIS system in question from
AMIS edit page (see Figure 13-3).
13.2.2 Enabling AMIS

You enable AMIS systems from the Voice Mail Options edit page (see Figure 13-3).
13.3 Voice Mail Options

To reach the Voice Mail Options edit page shown in Figure 13-3, click the Options link in
the navigation frame under Voice Mail.
The following set global AMIS parameters:
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Figure 13-3 Voice Mail Options Edit panel
Minimum Message Length Accepted: Specify minimum length a message must be

to be acceptable. In milliseconds. The system default is 2000 milliseconds.
From Address for Email Notifications: Specify the e-mail address to be placed in e-
mail notifications about new messages.
Enable AMIS: To enable AMIS systems support, click the check box (enabled by
default). The Enable AMIS check box enables/disables all AMIS systems. Individual
AMIS systems can be enabled and disabled from the AMIS edit page. For more
information, see Section 13.3.1 on page 371.
Allow Incoming AMIS access to Broadcast DL: To allow delivery of incoming
AMIS messages to the Broadcast Distribution List, click the check box.
Allow Incoming AMIS access to System DL: To allow delivery of incoming AMIS
messages access to the System Distribution Lists, click the check box.
The Voice Mail application will automatically remove silence from voice messages.
If the resultant message after silence removal is less than this minimum message
length, the message is assumed to be a hang-up and will be deleted from the
system.
13.3.1 Creating AMIS Systems

After you enable AMIS systems from the Voice Mail Options page, the next step is to create
and configure the individual AMIS systems. Enter the AMIS delivery and call back number
for each AMIS system you want to configure.
Expand the Voice Mail link in the navigation frame and click AMIS. The AMIS Systems list
page appears as shown in Figure 13-4.
Figure 13-4 AMIS Systems List panel
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To add a new AMIS system, click Add New. To edit an existing system, click an entry in the
AMIS System column. The AMIS edit page appears, as shown in Figure 13-5
Figure 13-5 AMIS Edit panel
The following section describes the AMIS edit page parameters.

Name: In the Name text box, enter the name of this AMIS site.
System Enabled: Click this check box to enable this AMIS system.
Outbound voice mail for this system is queued until the system is reset by clicking
the System Enabled check box.
System ID: The System ID defines the AMIS site where the voice mail for this
system is delivered. The System ID plus a mailbox number identifies the site and
the voice mail recipient. Plan the System ID to simplify the process of sending
AMIS voice mail for your users. The System ID consists of an access code plus a site
identifier.
The System ID must begin with a digit reserved for trunk access codes, although it
can be different from other trunk access codes. To make the System ID intuitive to
voice mail users, choose a site identifier related to the public numbers used at the
site.
For example, if the voice mail delivery number is +1 (408) 555-1234, then System
IDs like 8555 or 9408555 will be intuitive to your users. Generally, the shorter the
System ID number, the easier it is to use.
The System ID plus the mailbox length cannot exceed 15 digits.
System IDs are required and can be single digits. Each AMIS system you create
must have a unique System ID.
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Delivery Number: This is the number ShoreTel calls to send AMIS voice messages
to the remote system. An external number is a public PSTN number and a private
number is an internal, off-system extension connecting to an intra-site PBX system.
Call Back Number: This is the number on which you receive AMIS messages. An
external number is a public PSTN number and a private number is an internal, off-
system extension connecting to an intra-site PBX system.
Mailbox Length: Set the mailbox length of the remote sites mailboxes (extensions).
If you are using off-system extensions, the length must match the length of your
extensions.
The System ID plus the mailbox length cannot exceed 12 digits.
Off-System Extensions: If your system is using off-system extensions, select the
extension range for each AMIS system. These extensions function as off-system
mailboxes, allowing users to address voice mail to users on remote AMIS sites
without entering a System ID. For more information, see Section 7.2.1 on page 140.
13.3.2 Disabling AMIS Systems

You can disable AMIS systems globally or by individual connections. Individual AMIS
systems are automatically disabled when ShoreTel fails to complete a call to an AMIS
system.
To globally disable AMIS systems, unselect the Enable AMIS check box in the Voice Mail
Options page (see Figure 13-3). To disable an individual AMIS system, from the AMIS
System list page, double-click the name of the AMIS system you want to disable. The AMIS
edit page appears. See Figure 13-3. Clear the System Enabled check box and click Save.
When you disable AMIS, ShoreTel will not send or receive AMIS voice messages.
Users can address outgoing voice messages while the system is disabled. Outbound
messages are queued until the individual AMIS system is re-enabled. Attempts to deliver to
a disabled AMIS system fail.
13.3.3 Setting Voice Mail User Group Permissions

You must set the permissions for the Voice Mail User Group to allow ShoreTel calls to the
AMIS system delivery numbers you have configured. For instructions on setting these
permissions, see Section 10.3 on page 270.
13.3.4 AMIS Test Mailbox

ShoreTel allows you to designate a mailbox that a remote AMIS system can use to test AMIS
features. When you address a voice mail to the AMIS test mailbox, ShoreTel automatically
replies with the same message.
Voice Mail reports are used by administrators to monitor, administer, and manage system
resources and user activity.
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13.4 Delivery and Notification

13.4.1 Voice Mail Delivery and Notifications panel
The user’s voice mail notification options are edited from the Voice Mail Delivery and
Notifications page, shown in Figure 13-6. Voice mail notification parameters specify what
the user should do if notification is enabled at the time a message arrives. These options
include the user’s message notification telephone number, pager ID number, and try
options.
Voice mail may be auto-forwarded. That is, a mailbox may be configured to send any
message it receives to another mailbox. The message sent to the original mailbox can be
automatically deleted, as an option. The target mailbox for forwarded messages may be any
user, a workgroup, a route point, AMIS address, or a system distribution list (other than a
broadcast distribution list). A message is pre-pended to the forwarded message, along with
a time-stamp, announcing that the message has been auto-forwarded. As an example, the
recipient of an auto-forwarded message might hear, “Auto-forwarded message received at
9:10 AM from Customer Support Mailbox”.
An example of use might be the handling of off-hours calls when few support staff are
available. Off-hours calls may be routed to a back-up extension. If no one is available to
answer the back-up extension, calls may wind up in a voice mailbox that will not be
checked for hours. The back-up extension can be set to auto-forward any calls that are
received in its mailbox. Calls can be forwarded to a mailbox that is checked on a regular
basis.
Auto-forwarding is available between distributed voice mail servers. The message is
handled as any other message would be, including any message waiting indicator, any
calling notification, return receipt requests, or urgent markings. Auto-forwarded messages
can be forwarded and replied to. If the target mailbox is full, the is left in the sending
mailbox. If a message is being auto-forwarded to a list of mailboxes and one is full, that
target is skipped.
You can get to this edit page by clicking the Voice Mail Delivery and Notifications link
under the Personal Options tab on the Edit User page.
Parameters: The parameters on the Voice Mail Delivery and Notifications page are
as follows:
Email Delivery: Select one of three e-mail delivery options: Disabled. Email
Notification, or Email Copy of VM. The Email Notification option notifies the user
of the time, duration, and Caller ID of the message that was recorded. The Email
Copy of VM options attaches the voice message to the notification email as a WAV
file.
Email Address: The email notification can be configured to be delivered to any
SMTP address.
Marked Delivered Voice Mail as Heard: The notification can be configured to
mark the original message as heard to prevent other forms of notification taking
place and turns off the message waiting indicator (MWI).
Automatic Message Forwarding Destination: Messages may be auto-forwarded to
a user, a workgroup, a route point, or a system distribution list. If the system
distribution list includes AMIS destinations, they also receive the auto-forwarded
message.
The default is None, meaning, no forwarding.
The destination may not be a broadcast distribution list.
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Figure 13-6 User’s Voice Mail Delivery and Notifications Page
Delete Message After Forwarding: Check the checkbox to cause the automatic
deletion of the message after forwarding. The default is not to delete.
Notification By Phone – Voice Mail Notification Condition: These options let you
select the types of voice mail messages that trigger a notification. Voice mail
notification is set in Section 10.2.3 on page 268.
— All notifies the user the first time a message is received.
— Urgent Only notifies the user the first time an urgent message is received.
— None does not notify the user.
Voice Mail Notification Method: These options let you specify how voice mail
messages are received, either by pager or by phone.
Notification Number: This is the number where message notifications are directed.
It must contain any applicable and long-distance dialing sequence, but must not
include an access code.
Pager ID: If the notification method is Pager, this is the pager identification
number (PIN) that the paging service provided.
Pager Data: This is the number that the user wants displayed by the pager to
indicate that a message is waiting.
It is recommended that you test pagers with your pager service to ensure proper
functionality.
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Try Count: This is the number of times that the user wants the system to try
message notification. The ShoreTel system continues to call the user for the
number of times indicated in this parameter, with the number of minutes between
each try as configured in the Try Interval parameter.
The user can stop the system from trying simply by logging in to the voice mail
system.
Try Interval: This is the number of minutes that the voice mail system waits
between attempts to notify the user.
13.4.2 Escalation Profiles and Other Mailbox Options

The Escalation Profiles and Other Mailbox Options page can be accessed from a link on the
User’s Personal Options page. From here, you can configure Escalation Profiles to notify
employees when a voice mail is received (which can be helpful in providing your
customers with superior service/support after hours), and you can configure Automatic
Message Forwarding, and Email Delivery Options for a user, so that users can be notified
when their voice mailboxes are almost full.
The Escalation Profiles and Other Mailbox Options page is shown in Figure 13-7.
Figure 13-7 Escalation Profiles and Other Mailbox Options Page
13.4.2.1 Parameters
The Escalation Profiles and Other Mailbox Options parameters are as follows:
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Email Delivery Options

Email Address: This is the user’s e-mail address. By default, it is automatically
entered when you enter the user’s first and last names in the First Name and Last
Name fields. It consists of the first initial of the user’s first name followed by the
user’s entire last name—for instance, sdemont. In addition, the
@companyname.com domain is saved in a cookie on your workstation each time
you save a user. This information is then presented as a default, which can be
changed at your discretion.
Be sure to delete this field if the user does not have or use email.
Deliver Message as Email: Select one of three e-mail delivery options:
Disabled, Email Text Only, or Attach WAV File. The Email Text Only option notifies
the user of the time, duration, and Caller ID of the message that was recorded. The
Attach WAV File option attaches the voice message to the email as a WAV file.
Selecting the Mark Message as Heard results escalation profiles being disabled for
messages that are delivered to “generic” email address (i.e. not the ones in the
escalation steps).
Send Email When Mailbox is Full: Select the Send Email When Mailbox is Full
check box to enable Voice Mailbox Full Notifications. This feature sends users a
notice informing them that their mailbox is almost full. This message is sent when
the user's mailbox approaches maximum capacity and crosses a non-configurable
threshold (i.e. space for only 10 messages remaining).
See Section 13.4.2.2 on page 378 for more information.
Automatic Message Forwarding

Destination: Messages may be auto-forwarded to a user, a workgroup, a route
point, or a system distribution list. If the system distribution list includes AMIS
destinations, they also receive the auto-forwarded message.
The default is None, meaning, no forwarding.
The destination may not be a broadcast distribution list.
Delete Message After Forwarding: Select the checkbox to cause the automatic
deletion of the message after forwarding. The default is not to delete.
Message Notification Escalation Profiles

Escalation Notification Options: Escalation Paging is a traditional voice mail
feature that allows support groups to offer round-the-clock service to their
customers.
Customers can call into your system when they have a problem, and can leave a
voice message. This causes the Escalation Paging feature to begin notifying (via
email and/or pager/voice message) the appropriate personnel.
If the first person does not respond to the notification by listening to the customer’s
voice mail message within a certain time period, the next support person on the list
is contacted, and so on, until as many as 10 people have been contacted.
You can choose to begin the notification process for each new message that arrives
in the voice mailbox by selecting the Escalate for Each New Message radio button,
or you can select the Escalation Paging for First Unheard Message radio button so
that the notification process will activate for only the first unheard voice message
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(in which case subsequent unheard messages would be regarded as redundant and
would not trigger another wave of notifications).
For more information on configuring this feature, see Section 13.4.2.3 on page 379.
Profile: Name of the Escalation Notification Profile.
Used By: This is a user’s Call Handling Mode (CHM) that is associated with the
Escalation Notification Profile. A profile can be associated with one or more CHM’s
Steps: This is the number of steps in that profile.
13.4.2.2 Configuring Voice Mailbox Full Notifications

The Voice Mailbox Full Notification feature offers a way for users to receive an alert that
tells them their mailbox is almost full before it gets to the point that they stop receiving
messages.
When a user's mailbox approaches its maximum capacity (and a non-configurable
threshold has been crossed), the system sends users a notice informing them that their
mailbox is almost full and that there is only enough room for 10 additional messages. Each
time users log into voice mail, they will receive a notice telling them how much space
remains. In this way, mailbox owners are given adequate notice that they must clean up
their mailboxes and they are not caught off-guard by an unexpected (and unwanted)
“mailbox full” notification.
Recall that the maximum number of messages a user can receive ranges from 0 to 500 and
can be set on the “Class of Service - Voice Mail” window in Director. This flexibility implies
that not all users in the system will have the same upward limit to the number of voice mail
messages they can receive.
Details:
The mailbox warning threshold occurs when there is room for only 10 more
messages in a user's mailbox. This threshold is non-configurable and is the same
for all users, regardless of total mailbox capacity.
As a user's mailbox approaches its limit, a warning message will be played
indicating that the user has room only for “n” number of messages where the value
“n” will be a countdown from 10 to 0. This message will be played when a user logs
into the mailbox via the telephone user interface or Communicator.
The “almost full” notification will be played until a users delete their messages,
thereby reducing the number below the threshold.
When a mailbox has finally reached its limit, the mailbox owner will be notified (if
this option has been enabled for this user) and a warning NT event will be logged.
When a message is deleted, it is no longer counted against the total capacity for a
user's mailbox.
Deleted messages are temporarily held in a “deleted messages” folder. Up to 200
deleted messages can be temporarily held. Once this limit is reached, the mailbox
will be considered full and the user will be unable to receive new messages until the
deleted messages have been purged. If this happens, the mailbox owner will receive
a notification telling him, “Your mailbox is full. No more messages will be accepted
until you purge your deleted messages.”
Deleted messages can be manually purged by the user or automatically by the
system. Automatic purging occurs on a nightly basis.
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To enable the Voice Mailbox Full Notifications feature for a user:
Step 1 From the Escalation Profiles and Other Mailbox Options page of a target user,
verify that the Email Address field has a valid email address for this user.
Step 2 Select the Send Email When Mailbox is Full check box.
Step 4 Repeat this process for each user for which you would like to configure
mailbox full notifications.
13.4.2.3 Configuring Escalation Notification

The ShoreTel system supports Escalation Notification. This voice mail feature allows your
organization to know when your customers need help.
For example, if a customer in a small town calls his local utility provider to complain about
a power outage at 4 a.m., it is possible nobody would be in the office at that hour to handle
his call. However, with ShoreTel’s Escalation Notification feature, the customer could leave
a voice mail, and in doing so, he would set in motion a chain of events that would cause
support personnel from the utility company to respond to his concerns.
The message left by the customer on the voice mail system would trigger the Escalation
Notification feature to send out a page, phone call, or email to an employee in the support
department of the utility company. If this first employee ignores the beeping pager, another
person will be contacted, and so on. Each of those utility company employees specified in
the escalation profile will be contacted until someone dials into the ShoreTel system and
listens to the customer's voice mail message and handles the problem. (See Figure 13-8
below.)
Details for creating an Escalation Notification profile:

Each escalation profile has ten notification steps, allowing the system administrator
to specify who will be contacted at each step and the method used to contact that
person (i.e. phone call or pager). An email can be sent to that person in addition to
the phone call or pager notification.
A maximum of nine notification profiles are supported.
Call handling modes can be associated with different notification profiles.
If a message is left, and someone listens to it, the notifications will stop. However, if
someone marks a message unheard, that will restart the notification process in the
same way that receiving a new voice message will.
Escalation notification is supported on all mailboxes, including user mailboxes
(extension and mailbox users, mailbox-only users, SMDI mailbox-only users) as
well as workgroup mailboxes.
To configure Escalation Notifications via ShoreWare Director:
Step 1 Launch ShoreWare Director and navigate to the Escalation Profiles and Other
Mailbox Options link to display a window similar to the one shown in Figure
13-7.
Step 2 In the Message Notification Escalation Options section of the window, select the
appropriate radio button. Options are:
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Figure 13-8 Anatomy of an escalation profile event
Escalate for Each New Message – Selecting this will cause a new wave of
escalation notification messages to be sent out each time a new voice mail
message arrives. If several messages arrive within a short period of time,
those who are notified will receive multiple notifications (when perhaps
one notification would have been all that was required).
Escalate for First Unheard Message – Selecting this will cause the
escalation notifications to begin at the receipt of the first voice mail
message. Subsequent unheard voice mail messages will not trigger another
wave of notifications as long as the first message remains unheard.
Step 3 Click on one of the links for the desired escalation profile (found at the bottom
left of the Escalation Profiles and Other Mailbox Options page). The Escalation
Profile page appears, as shown in Figure 13-9.
Step 4 Enter the name of the profile in the Name field, if the profile has not already
been named.
Step 5 Enter a value ranging from 0 to 200 in the Repeat Count field. This is the
number of times the system will loop through the 10 steps of this profile before
it quits trying to contact the various notification members. Selecting 0 will
cause the escalation notification profile to execute once, without repeating.
Selecting 1 will cause it to execute twice (i.e. once with one repeat loop).
Step 6 Enter the number of minutes in the Timeout field (0 - 3600) that should elapse
before the next step within this profile is executed. (This is the amount of time
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Figure 13-9 Editing the first step of this profile
a message recipient has to respond to the original voice mail before escalation
occurs.)
Step 7 In the Notification by Email section of the window, click the Deliver Message as
Email drop-down menu and select the desired option. (The default value is
disabled, meaning that email notifications will not be sent.) Your choices are:
Email text only – Select this option to have a text message sent to this
user's email inbox. The message will contain basic information about the
message (e.g. timestamp, sender, etc.)
Attach WAV file – Select this option to have a copy of the voice mail sent to
the designated user's email inbox. This will allow the recipient to play the
message from his or her PC.
Step 8 Enter the address of the first person that should be notified in the Email
address field.
Step 9 In the Notification by Phone section, select the Pager or Phone radio button to
have a message sent to this user via one of these methods.
Step 10Select the Extension or External radio button as appropriate, and enter the
user's phone or pager number in the field.
Step 12Click on the next Escalation Step (above the Timeout field) and repeat this
process to configure up to ten steps within this escalation profile.
Any unconfigured steps will be skipped over when the escalation profile is
executed.
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Details:
To “delete” an escalation profile, you can click the Clear button at the top of the
escalation profile window. This will reset all of the fields for every step in this
profile, although the profile is not actually deleted.
To create a mapping between the Escalation Notification Profile and a Call Handling
Mode (CHM):
Step 1 With ShoreWare Director still open, click on the Users link and then click on
the name of the desired user.
Step 2 Click on the Personal Options tab, and then click on the desired Call Handling
Mode link (i.e. Standard, In a Meeting, Out of Office, Extended Absence,
Custom) to associated an escalation profile with that mode. The CHM page
appears, as shown in Figure 13-10.
Figure 13-10 Selecting the escalation profile to associate with Out of Office CHM
Step 3 In the Escalation Profile drop-down menu, select the desired escalation
notification profile.
Step 5 Repeat this process to associate different escalation notification profiles with
each of the different Call Handling Modes, as needed.
13.5 Voice Mail Reports

When an administrator requests a Voice Mail report, the system retrieves statistics from the
main server and all distributed servers. ShoreWare provides two types of reports from this
information:
Summary Report: The Summary Report lists voice mail resource data for each
application server on the ShoreWare network.
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Server Report: The User Report lists voice mail usage information for the specified
application server and users assigned to the application server.
13.5.1 Summary Report

The Voice Mail Servers Maintenance Summary panel displays the Voice Mail Summary
Report. To open the Summary panel, shown in Figure 13-11, select Maintenance -> Voice
Mail Servers from the Director menu.
Figure 13-11 Voice Mail Statistics: Totals Report
The table lists all application servers configured on the network.Each row corresponds to
one application server and each column lists a server property or resource statistic.
The Summary Report includes the following fields:

Site: This parameter lists the site to which the server is assigned, as specified by the
Edit Application Servers panel.
Voice Mail Server: This parameter lists the name of the server, as specified by the
Edit Application Servers panel.
Mailboxes: This parameter lists the number of mailboxes on the server.
Messages: This parameter lists the number of messages that are stored in the
server’s mailboxes.
Space Used (MB): This parameter lists the memory the server is using to store
mailbox messages, user name recordings, auto attendant prompts, logs, and other
data.
Free Space (MB): This parameter lists the hard disk memory available on the
server.
When less than 25% of memory capacity of the server is available, the panel
displays a red icon next to the free space value for that server. When the available
memory is between 25% and 50% of capacity, the panel displays a yellow icon next
to the free space value.
Last Successful Backup: This parameter lists the date that information on the
server was backed up.
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13.5.2 Server Report

The Voice Mail Servers Maintenance Server panel displays a voice mail statistics report for
the specified application server. To open the Summary panel, shown in Figure 13-12, click
the link of the desired application server on the Voice Mail Servers Maintenance Summary
panel.
Figure 13-12 Voice Mail Statistics: User Report
The panel lists the name of the application server for which the panel is reporting statistics
below the Voice Mail Servers Maintenance text in the upper left corner of the panel. The
panel comprises two sections:
Summary: The summary section lists resource usage and availability statistics for
the specified application server.
Details: The Details section lists resource usage statistics for users assigned to the
application server.
13.5.2.1 Summary
The summary section, located on the top section of the Server panel, lists resource usage
and availability statistics for the specified application server. Statistics listed in this section
include:
Mailboxes: This parameter lists the number of mailboxes on the server.
Messages: This parameter lists the number of messages that are stored in the
server’s mailboxes.
Space Used for: These parameters indicate the manner in which the server’s
memory is allocated:
— Users: This parameter lists the memory used to store voice mail and mailbox
configuration settings.
— Recorded Names: This parameter lists the memory used to store recordings of
all user names.
— Auto-Attendant Prompts: This parameter lists the memory used to store auto-
attendant prompts.
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— Logs and Other Data: This parameter lists the memory used for log files
generated by services hosted by the server.
— Free: This parameter lists the available unused memory resources.
— Total: This parameter lists the total memory resources on the server.
13.5.2.2 Details
The Details section lists resource usage statistics for the fifty largest mailboxes on the
server. Mailboxes are sorted in order of the amount of disk space used to store their
contents.
Each row corresponds to one mailbox on the application server. Each column lists a
mailbox property or resource statistic.
The Details Report includes the following fields:
User Information: These parameters identify the user to whom the mailbox is
assigned. User information parameters are configured in the Edit User – General
panel.
— First Name: This parameter lists the first name of the mailbox owner.
— Last Name: This parameter lists the last name of the mailbox owner.
— Mailbox: This parameter lists the extension of the mailbox.
— User Group: This parameter lists the User Group to which the mailbox owner is
assigned.
Number of Messages: These parameters list the mailbox capacity and contents
statistics.
— Total: This parameter lists the number of messages in the mailbox.
— Unheard: This parameter lists the number of messages that are marked as
unheard.
— Allowed: This parameter lists the capacity of the mailbox. The number of
messages that a mailbox can hold is configured through Class of Service
settings.
Saved / Unheard (Days): These parameters list the age of the oldest message in the
specified mailbox that has not been heard.
— Oldest: This parameter lists the age, in days, of the oldest message that is
marked unheard.
— Allowed: This parameter lists when messages marked as unheard are removed
from the server, in terms of the message age. This parameter is configured
through Class of Service settings.
Heard (Days): These parameters list the age of the oldest message in the specified
mailbox that has been heard.
— Oldest: This parameter lists the age, in days, of the oldest message that is
marked heard.
— Allowed: This parameter lists when messages marked as heard are removed
from the server, in terms of the message age. This parameter is configured
through Class of Service settings.
Space Used: This parameter lists the memory required to store contents of the
specified mailbox. This statistic includes the memory required to store messages
that are deleted but not purged.
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Chapter 14: Configuring the Auto-Attendant ShoreTel Administration Guide
C H A P T E R 1 4
Configuring the Auto-Attendant
This chapter provides information about configuring the auto-attendant. It includes the
following sections:
Multiple Auto-Attendants
Menus
Scheduling
An Auto Attendant is a program that answers and handles inbound calls without human
intervention. Auto attendants typically provide menu-driven options through which callers
can obtain information, perform tasks, or connect to a requested extension.
The auto-attendant can answer incoming calls and transfer a caller to an extension, a
mailbox, another menu, a workgroup, or a route point. It also includes a dial-by-name
feature that transfers callers to the system directory, where they can connect to an
extension by dialing the user’s name.
14.1 Multiple Auto-Attendants

Multiple auto-attendants can be configured for different user groups or departments, and
each auto-attendant configuration can have multiple levels of menu options.
There are no hard limits to the number of Auto-Attendants that can be configured in a
ShoreTel system. However, in most installations, the system can support up to 500 AA
menus. This number may be affected by the complexity of your dialing plan.
When the “main” auto-attendant is reached, it provides options for forwarding calls to
individual user extensions. It can also provide options for forwarding calls to the sales
department and customer operations department auto-attendants. From the sales or
customer operations auto-attendants, callers are given options that transfer calls to the
appropriate extension.
The dial-by-name operation of the auto-attendant can be limited to a department or other
organizational sub-group by associating the operation with an extension list. To create
extension lists, see Section 10.6.4 on page 298. Only users that have been selected to be
included in the dial-by-name list will be included. For more information, see Section 10.4
on page 272.
When callers are transferred back to the auto-attendant, either willingly or because of an
error, they are returned to the default auto-attendant menu on the associated server.
14.2 Menus
The auto-attendant Menus page is where you begin the configuration to add a new auto-
attendant menu or edit an existing menu.
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ShoreTel Administration Guide Chapter 14: Configuring the Auto-Attendant
Figure 14-1 Auto-Attendant Menus List Page
14.2.1 Parameters
The parameters that appear on the Menus page are as follows:
Name: This is the name of an existing auto-attendant menu configuration. Clicking
an auto-attendant invokes the Menus edit page.
Extension: This is the extension that is associated with an existing auto-attendant
menu.
On-Hours: This is the name of the On-Hours schedule, if any, that is associated
with an existing auto-attendant menu.
Holiday: This is the name of the Holiday schedule, if any, that is associated with an
existing auto-attendant menu named in the Name column.
Custom: This is the name of the Custom schedule, if any, that is associated with an
existing auto-attendant menu.
14.2.2 Adding and Editing an Auto-Attendant Menu

To add a new or edit an existing auto-attendant menu, invoke the Menus page. From the
Menus page, click Add new, or click an existing menu name in the Name column. This
invokes the Edit Menu page, as shown in Figure 14-2.
14.2.2.1 Parameters
The parameters that appear on the Menu edit page are as follows:
Menu Name: This is the name of the auto-attendant menu.
Extension: This is the extension number associated with the auto-attendant menu.
It must fall between the first and last menu numbers defined on the Dialing Plan
edit page under System Parameters. See Section 2.2 on page 44.
DID: When the check box is selected, a DID number is used to access the
associated auto-attendant menu. If you are adding a new menu or editing an
existing menu and you want to access it using a DID number, check this box and
enter a DID number in the accompanying text-entry field.
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Figure 14-2 Edit Menu Page
and ranges.
DNIS: Click this link to set up one or more DNIS mappings to this menu. For more
information about DNIS, refer to Section 7.2.4 on page 149.
Language: Select a language from the drop-down list. This is the language that will
be used by the auto-attendant menu for responses such as “invalid entry”.
Greetings must be recorded in this language.
Make Number Private: Checking this box removes this number from the system
directory and call handling destination lists.
Allow Prompt Recording Using Telephone: Select this check box to enable the
User Recording of Auto-Attendant Menus via the menu mailbox.
User recording of auto-attendant menus allows end users to dial into the system to
record AA prompts in the same way that they would change their personal mailbox
greeting (i.e. without having to access the recording interface through ShoreWare
Director). This frees the system administrator from the task of recording AA
menus, allowing him or her to delegate the task to more appropriate team
members.
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Menu Password: A separate “Menu Mailbox” is created for each AA menu,

allowing users to dial into the system to change the menu prompts. Each AA menu
may have its own password and a unique, dialable number.
If a password is desired, enter the password in the field provided, and enter it a
second time to confirm.
On-Hours / Off-Hours / Holiday / Custom: These are the operating modes for a
new or existing auto-attendant menu. You can configure them for different
situations. Click the appropriate link to view the schedules. Schedules are set using
the Schedules link. See Chapter 15, starting on page 395.
— On-Hours mode lets you configure the auto-attendant to handle incoming calls
during regular office hours.
— Off-Hours mode covers all hours not scheduled in other modes. This is
typically when the office is closed for the evening and weekend.
— Holiday mode lets you configure how the auto-attendant functions on holidays.
— Custom mode is used for single days that are not covered by the other modes
such as a company special event.
Disable Monitor/Recording Warning Tone: This check box can be used to stop
playing the warning tone for call recording and monitoring if the tone is turned on
in the Call Control page. To see where the warning tone is first set, refer to Section
9.13 on page 237.
WARNING ShoreTel, Inc. does not warrant or represent that your use of call
monitoring or recording features of the Software will be in compliance with
local, state, federal or international laws that you may be subject to. ShoreTel,
Inc. is not responsible for ensuring your compliance with all applicable laws.
Before disabling the warning tone, you may wish to consult with legal counsel
regarding your intended use.
Timeout: Set a timeout between 0-30000 milliseconds. This is the time the caller
has to perform an action.
Prompt Text: Before recording a prompt for a new or existing auto-attendant menu,
enter the text for the prompt in this field. This also provides a convenient record of
your prompt if you should ever need to re-record the prompt.
This is an optional parameter.
Prompts on the ShoreTel system can be imported into the system using µ-law, WAV
file format. If you would like your prompts to match the voice of the ShoreTel
system, please contact Worldly Voices at www.worldlyvoices.com and request that
“Connie” record your prompts. Worldly Voices provides this service with a rapid
turnaround time for a nominal fee.
Prompt: The Record, Play, Erase, and Import buttons associated with this
parameter are used to record your auto-attendant menu prompt.
Click Record to record the prompt; Play to play it back; Erase to erase the prompt;
and Import to import a prerecorded prompt from a sound file.
Schedule: This drop-down list shows the auto-attendant schedules: On-Hours, Off-
Hours, Holiday, and Custom. Select a schedule from this list and click Go to this
schedule to invoke the schedule so that you can configure a new or existing auto-
attendant menu’s schedule.
See Chapter 15, starting on page 395, for information about setting up schedules.
390
Operation: Each item in the Operation drop-down list lets you select the action
that is associated with its dialpad number. This number is located to the left of each
Operation drop-down list. When prompted by the auto-attendant, the caller is
asked to enter this number.
— Dial by first name lets the caller spell the user’s first name from the dialpad.
The auto-attendant then transfers the caller to the user’s extension. To limit the
dial list to a department or other organizational sub-group, select an extension
list from the Ext column.
— Dial by last name lets the caller spell the user’s last name from the dialpad. The
auto-attendant then transfers the caller to the user’s extension.
To limit the dial list to a department or other organizational sub-group, select
an extension list from the Ext column.
— Go to extension lets the user enter the extension he needs. This functions the
same as a transfer but without a voice prompt.
— Go to menu transfers the caller directly to the user’s mailbox without ringing
the user’s extension. This is also used to send the caller to another menu. You
must select the destination from the extension (Ext) pop-up dialog box.
— Hang up lets the caller disconnect the call.
— Repeat prompt lets the user hear the prompt again.
— Take a message lets the caller leave a message by selecting a user’s extension.
— Take a message by first name lets the caller leave a message by selecting a user’s
name from the menu.
— Take a message by last name lets the caller leave a message by selecting a user’s
name from the menu.
— Transfer to extension transfers the caller to the user’s extension where he or she
can speak with the user or leave a message if the user does not answer. You
must select a destination from the extension pop-up dialog box.
Dial by last name is supported by default.
Ext: This pop-up dialog box lets you select the destination that is associated with
the Go to Menu or Transfer to extension operation.
Used this field to select an extension list to be used by the Dial by First Name and
Dial by last Name operations.
Time Out: This drop-down list lets you specify the action that the auto-attendant
takes when the caller does not press a dialpad key in a system-defined period of
time. Typically, the action is Repeat Prompt.
Too Many Errors: This drop-down list lets you specify the action that the auto-
attendant takes when the caller presses an invalid key too many times in a row. You
might specify a user extension, such as the operator, for this. Typically, the action is
Hang Up. If no action is specified, Hang Up is invoked by default.
Invalid Entry: This drop-down list selects an action to take when a key is pressed
that the auto-attendant does not recognize. Typically, the action is Repeat Prompt.
Multiple-Digit: This drop-down list lets you select a multiple-digit action that the
caller takes. The choices are None, Transfer to Extension, Take a Message, Go to
Extension, and Go to Menu. The default is None.
— None assigns no multiple-digit operation to the menu.
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— Transfer to Extension assigns a multiple-digit operation to the menu and

prompts the caller to dial directly into a user’s extension.
— Go to Menu assigns a multiple-digit operation to the menu and prompts the
caller to dial directly into a user’s mailbox.
14.2.3 Configuring an Auto-Attendant Menu

To configure an auto-attendant menu from the Menus page:
Step 1 Enter the name of the menu in the Menu Name field.
Step 2 If this is a new menu, enter the menu’s extension in the Number field. If you are
editing an existing menu, enter a new extension in this field if necessary.
Step 3 If the menu will be associated with a DID number, check the DID check box
and enter the DID number in the DID text-entry field.
Step 4 To associate the menu with a DNIS number, click Edit DNIS Map and set the
map.
Step 5 Make Number Private only if you want to remove the number from the system
directory.
Step 6 Select the Allow Prompt Recording Using Telephone check box to enable the
User Recording of AA menus, and enter and confirm a password for the
associated mailbox.
Step 7 Click the auto-attendant mode—On-Hours, Off-Hours, Holiday, or Custom—

that will be associated with the menu.
Step 8 Set a Timeout.
Step 9 Enter the text that you will use for recording the menu’s prompt in the Prompt
Text field. This is optional.
Step 10Click Record to record the prompt. To hear the prompt, click Play; to erase it,
click Erase. If you are importing a prerecorded prompt from a WAV file, click
Import and select the file from the appropriate directory.
Step 11Select a schedule for this menu from the Schedule drop-down list, and click Go
to this schedule. To configure the schedule, refer to Chapter 15, starting on page
395, for instructions.
Step 12Select the action that the auto-attendant takes in response to each supported
digit from the Operation drop-down list.
Step 13Assign an extension to the Operation (if applicable) from the extension (Ext)
pop-up dialog box.
Step 14Select an action from the Time out drop-down list, and select an extension from
its extension pop-up dialog (if applicable).
Step 15Select an action from the Too many errors drop-down list and select an
extension from its extension pop-up dialog box (if applicable).
392
Figure 14-3 Timeout Errors Drop-Down List
Figure 14-4 Too Many Errors Drop-Down List
Step 16Select an action from the Invalid Entry drop-down list, and select an extension
from its extension pop-up dialog box (if applicable). The options are the same
as are available in the Timeout pop-up.
Step 17Select an action from the Multiple digits drop-down list.
Figure 14-5 Multiple Digits drop-Down List
Step 18Click Save to save the configuration.
14.2.3.1 Configuring Multiple Auto-Attendant Menus

Configuring multiple auto-attendant menus lets you add menus to your main menu so that
callers can be directed to other departments in your company.
To add multiple auto-attendant menus to your main menu:
Step 1 Go to the Menus page and configure the menu you are adding to the main auto-
attendant menu, as described in the Section 14.2.2 on page 388.
Step 2 Go back to the main auto-attendant menu’s configuration on the Menu edit
page.
Step 3 Go to the Operations section on the Menu edit page and select Go to menu.
Step 4 Associate the menu you are adding with a digit and the menu’s extension. For
example, if the menu’s extension is 503, select this number from the Ext. drop-
down list.
Step 5 Click Save so that your changes are recorded.
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You can define the auto-attendant’s schedule when configuring an auto-attendant menu
from the Menus page or by invoking the Schedules link. Refer to Chapter 15, starting on
page 395 for information about establishing schedules.
The following schedule pages can be edited from the Menus page or from the Schedules
link:
On-Hours
Holiday
Custom
With the exception of the Off-Hours mode, each mode has a schedule configuration page.
Off-hours is equal to all time not entered in the other schedules.
The following logic determines which schedule is active:
1. The auto-attendant first looks for the Custom schedule.
2. If the Custom schedule is not available, the auto-attendant looks for the Holiday
schedule.
3. If the Custom or Holiday schedule is not available, the auto-attendant looks for the
On-Hours schedule.
4. If the Custom, Holiday, or On-Hours schedule is not available, the auto-attendant
looks for the Off-Hours schedule.
ShoreWare Director forms the Off-Hours schedule from all the hours not scheduled in the
other modes. If you do not create a schedule for at least one of the other modes, the Off-
Hours schedule will be all possible hours.
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Chapter 15: Configuring Schedules ShoreTel Administration Guide
C H A P T E R 1 5
Configuring Schedules
15.1 Overview
This chapter provides information about configuring scheduling. Schedules can be used by
Hunt Groups and by the Auto-Attendant.
Figure 15-1 Schedules Main
The following schedule pages can be invoked from the Schedules page:
On-Hours
Holiday
Custom
With the exception of the Off-Hours mode, each mode has a schedule configuration page.
Off-hours is equal to all time not entered in the other schedules.
The following logic determines which schedule is active:
1. The auto-attendant or hunt group first looks for the Custom schedule.
2. If the Custom schedule is not available, the auto-attendant or hunt group looks for
the Holiday schedule.
3. If the Custom or Holiday schedule is not available, the auto-attendant or hunt group
looks for the On-Hours schedule.
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ShoreTel Administration Guide Chapter 15: Configuring Schedules
Figure 15-2 Schedules List Page
4. If the Custom, Holiday, or On-Hours schedule is not available, the auto-attendant or

hunt group looks for the Off-Hours schedule.
ShoreWare Director forms the Off-Hours schedule from all the hours not scheduled in the
other modes. If you do not create a schedule for at least one of the other modes, the Off-
Hours schedule will be all possible hours.
Descriptions of the pages and instructions for configuring these schedules follow.
15.2 On-Hours
The On-Hours Schedule edit page is shown in Figure 15-3.
15.2.1 Configuring the On-Hours Schedule

To configure the On-Hours schedule:
Step 1 Click Add new or click an existing schedule from the Name column to view the
schedule page.
Step 2 Click a start time in a column, and hold down the left mouse button.
Step 3 Drag the mouse pointer to the time that you want the action to stop, and
release the mouse button.
Step 4 Repeat Step 2 and Step 3 until you are finished scheduling the week.
Step 5 You can modify time frames on the fly by clicking the right mouse button to
invoke the options shown in Figure 15-4.
To use the same time frame throughout the week, click the Fill Week
option.
396
Figure 15-3 On-Hours Schedule Edit Page
To edit an existing time frame, click Edit.

To delete a time, select a time frame, click the right mouse button to bring
up the options window and click Delete.
If you want to change the entire schedule, you must delete all entries in the
schedule; otherwise, duplicate entries will be made.
Step 6 Click Save to save the schedule in the database.
Figure 15-4 Time Frame Options
ShoreTel 11.1 397

You can schedule a mode to start and stop multiple times in one day. For example, on
Monday, you can set the schedule to start at 4:30 am and stop at 9:00 am, and then
schedule it to resume at 2:00 pm until 5:30 pm by performing Step 2 and Step 3 again.
15.3 Holiday Schedule

The Holiday Schedule edit page is shown in Figure 15-5.
Figure 15-5 Holiday Schedule Edit Panel
15.3.1 Parameters
The parameters that appear on the Holiday Schedule edit page are as follows
Schedule Name: Displays the name of a new or existing Holiday schedule. You can
enter a name in this field for a new schedule or edit it for an existing Holiday
schedule.
Holidays – Add New Item: Click Add New Item to add a new holiday to the
schedule; the Holiday Name and Date text-entry fields are added to the Holiday
Schedule edit page.
Holiday Name, Date: This lets you enter a name and date for a new Holiday
schedule. The date format is / or / / .
Not entering a value for the year will repeat the same month and day throughout
year.
Figure 15-6 Holiday Schedule Edit Panel (Add New Item)
398
15.3.2 Configuring the Holiday Schedule

To configure the Holiday schedule:
Step 1 Select a holiday from the Schedule Name drop-down list or add a new one by
clicking Add New and entering a name and date in the Holiday Name and Date
text-entry fields.
Step 2 Repeat Step 1 for all known holidays.
Step 3 To delete a holiday from the schedule, click Delete Item.
Step 4 Click Save to save the Holiday schedule to the database.
15.4 Custom Schedule

The Custom Schedule edit page is shown in Figure 15-7.
Figure 15-7 Custom Schedule Edit Page
15.4.1 Parameters
The parameters that appear on the Custom Schedule edit page are as follows:
Schedule Name: This displays the name of a new or existing Custom schedule. You
can enter a name in this field for a new schedule or edit it for an existing Custom
schedule.
Custom Ranges – Add New: Click Add New to add a new Custom schedule; the
Custom Name, Date, Start Time, and End Time text-entry fields are added to the
Edit Custom Schedule page.
Custom Name: This displays the name of a Custom schedule. Enter the name of a
new Custom schedule or edit the name of an existing schedule in this field.
Date: This displays the date when a Custom schedule is used. Enter the date a new
Custom schedule or edit the date of an existing schedule in this field. The format is
/ or MM/DD/YYYY.
Not entering a value for the year will repeat the same month and day every year.
Start Time: This displays the start time of a Custom schedule. Enter the start time
of a new Custom schedule or edit the start time of an existing schedule in this field.
The format is hh:mm:am or hh:mm:pm.
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End Time: This displays the end time of a Custom schedule. Enter the end time of
a new Custom schedule or edit the end time of an existing schedule in this field.
The format is hh:mm:am or hh:mm:pm.
Figure 15-8 Custom Schedule Edit Page (Add New)
15.4.2 Configuring a Custom Schedule

To configure a Custom schedule:
Step 1 Select a holiday from the Schedule Name drop-down list or add a new one by
clicking Add New and entering a name and date for the new holiday in the
Custom Name and Date text-entry fields.
Step 2 Enter a start time in the Start Time field.
Step 3 Enter an end time in the End Time field.
Step 4 To delete a custom range, click Delete Item.
Step 5 Click Save to save the Custom schedule to the database
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Chapter 16: Configuring Workgroups ShoreTel Administration Guide
1 6
C H A P T E R 1 6
Configuring Workgroups
This chapter provides information about configuring your ShoreTel system for workgroups
within your organization, such as Sales or Customer Care.
16.1 Overview
In the larger enterprise, there may be small- to medium-sized groups working together as a
contact center. The ShoreTel Contact Center Solution includes the ability for these
workgroups to queue and distribute calls and provide agent and supervisor functions, as
well as deliver reports about the workgroup activity.
16.1.1 Call Routing

The ShoreTel system has many different call routing options to allow enterprises to
configure their system and telephony services to match their needs. Callers reach the
contact center by calling through a dedicated trunk pointed at the contact center, calling a
DID or DNIS number directed to the workgroup, or calling and then navigating to an auto-
attendant menu option linked to the workgroup.
Call handling options are combined with the system’s schedules to provide even greater
flexibility after callers reach the workgroup. Four call handling modes are configured for
the workgroup that are scheduled for different times of the day. Each of the four call
handling modes starts or stops according to the schedules and can invoke different options
and transfer callers to different destinations when all agents are unavailable.
16.1.2 Call Distribution

The ShoreTel system provides the contact center with flexibility for distributing callers to
the available agents, as well as options for managing overflow. Inbound calls directed to the
workgroup are managed by the ShoreTel server and distributed to agents in one of four
administrator-configured patterns. When no agents are available, calls can be directed to a
workgroup mailbox accessible by all agents or to a queue where calls can be held until an
agent is available.
Distribution of the inbound calls is managed based on agent status. When agents are ready
for calls, they log in and begin to receive calls. When they complete their day, they log out
and calls are no longer delivered. In addition, the workgroup can optionally be configured
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ShoreTel Administration Guide Chapter 16: Configuring Workgroups
so that all agents enter a “wrap-up” mode after every call. In “wrap-up” mode, agents
remain logged in but do not receive new calls until the configured wrap-up time passes.
This allows agents to complete any required updates to the customer records between calls.
The following is a summary of the call distribution and call overflow options:
Call Distribution Options

Round Robin
Top Down
Longest Idle
Simultaneous Ring
Call Overflow Options

Hold in queue until an agent is available
Transfer to another workgroup, extension, or external number
Transfer to the shared workgroup mailbox
16.1.3 Call Queuing

The queue gives the administrator of the workgroup additional flexibility in managing his
or her call flow. When all agents are busy, not logged in, or do not answer, callers can be
directed to a queue where they are held until an agent is available to take their call. The
queue offers up to five steps, each of which can be configured for different caller
interactions and to enable caller-selected routing.
The following is a summary of the call queuing options:
Queue Step Configuration Options

Announce the caller’s estimated wait time
Announce the configured prerecorded prompt
Provide a menu to offer callers transfer options
Supported Menu Functions

Customer inputs 0–9, *, #
Transfers to menus, extensions, or mailboxes
Repeat prompt or hang up the call
Call Queue Control Options

Each step can be skipped for call routing flexibility
Callers are on hold between steps for the configured “step time”
The last step repeats until the call is delivered
Other Features
Queue is an option only for on-hours call handling
Callers hear the main site’s on-hold music while waiting
16.1.4 Workgroup Communicators

The ShoreTel Communicator applications for workgroup agents and supervisors provide
the information the contact center representatives need in order to be effective, and also
give them point-and-click control of their voice communications.
402
The Communicator applications give agents and supervisors real-time call information,
including available Caller ID, call duration, and call state. The call’s detailed routing
information is displayed so that agents know everyone the current caller spoke with in the
enterprise before reaching the contact center. Additionally, the contact center’s mailbox is
displayed to every agent for accessing and handling the callers who chose to leave a
message rather than wait for an agent.
Agents and supervisors have access to the real-time Queue Monitor. This application
provides current information on what is happening in the contact center queue. It displays
the number of callers, specific information about each, and how long people have been
waiting.
The Agent Monitor is the supervisor’s tool for managing the workgroup agents. It shows
the supervisor the current login status of all the agents, whether they are on a call or not,
and allows for changing the agent’s status from the supervisor’s position to manage contact
center coverage.
The following is a summary of the workgroup Communicator features:
Communicator applications
Display Caller ID, call duration, and call state.
Display detailed routing information for calls.
Display and access the shared contact center voice messages.
Provide point-and-click access to the system’s call handling features.
Log in and log out of the workgroup call flow.
Real-time Queue Monitor

Display a summary of the number of callers waiting and the longest wait time.
Show a detailed view of the information about each waiting call.
Display warnings when the number of calls or longest wait time exceeds the
supervisor’s thresholds.
Display or control the call handling mode.
Supervisor’s Agent Monitor

Display the current login status of the agents in the workgroup.
Show whether agents are on a call and how long they have been talking.
Control agent’s login status from the supervisor’s position.
16.1.5 Reporting
As calls are received and handled by the agents of the contact center, records are kept to
help supervisors manage the call flow and resources. Each call to the workgroup is logged
in terms of how long it spends in the queue, how it ends, which agent handles the call, and
how long the call takes.
Three different views of contact center activity are reportable at the ShoreTel server using
these easy-to-run, standard reporting tools:
Queue Summary Report
Agent Summary Report
Agent Detail Report
Please refer to Appendix B, starting on page 517 for more information on the workgroup
reports.
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16.2 Workgroups Description

Workgroups is a ShoreWare entity that performs Automatic Call Distributor (ACD)
functions for inbound calls. Calls are routed to a workgroup through an extension which,
in turn, routes them to workgroup agents. Each workgroup is assigned an extension,
mailbox, and other parameter settings.
Director allows the creation of a maximum of 256 workgroups, with up to 300 members
per workgroup. The Workgroups List panel displays all workgroups in the system.
16.2.1 Workgroups List panel

To open the Workgroups list panel, click the Workgroups link in the navigation frame,
shown in Figure 16-1. From this list panel, you can add a new workgroup or link to an
existing workgroup.
Figure 16-1 Workgroups List Page
The columns on the Workgroups list panel are as follows:

Name: This is the name of the workgroup.
Extension: This is the workgroup extension.
# Agents: This is the number of agents that are assigned to the workgroup.
Maximum of 64 agents per workgroup or maximum of 16 when using
Simultaneous Ringing.
Agents can be assigned to multiple workgroups.
On-Hours: This is the name of the On-Hours schedule, if any, that is associated
with a workgroup (named in the Name column at the left).
Holiday: This is the name of the Holiday schedule, if any, that is associated with an
existing workgroup.
Custom: This is the name of the Custom schedule, if any, that is associated with an
existing workgroup.
16.2.2 Edit Workgroups panel

This section explains how to edit workgroups from the Workgroups edit page. This page
also lets you assign extensions, user group features, and configure schedules.
The parameters on the Workgroups edit page are as follows:
404
Figure 16-2 Workgroups Edit Panel
Name: This is the name of the workgroup.

This is a required parameter.
Extension: This is the extension number of the workgroup.
If you change the extension number and there is an associated mailbox, messages
will be retained.
This is a required parameter and must be unique. A maximum of 128 workgroup
extensions can be defined.
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Backup Extension: This is the backup extension of the workgroup. If the

workgroup does not answer after the specified number of rings (for example, server
unavailable or network problem), the call is routed to this extension. This allows
you to configure backup call routing in case of failures.
If the call volume is low, you can route these calls to an agent. If the call volume is
high, it is recommended that you route these calls to a “must answer line” with a
distinctive-sounding ring. Agents can use the call pickup feature to “pick” calls
from the “must answer line” if the workgroup server is unavailable.
DID: This lets you assign a Direct Inward Dial (DID) number to the workgroup.
You can assign one DID number to a workgroup. This is an optional parameter.
and ranges.
DNIS: The Edit DNIS Map button invokes the Select DNIS Trunk Group dialog
box. This lets you select a trunk group for DNIS routing. Only trunk groups that
are configured for DNIS will be presented in the dialog box. You can assign
multiple DNIS numbers to a workgroup. Also refer to Section 16.3 on page 409.
User Group: This lets you assign the workgroup to a user group from the
accompanying drop-down list. The workgroup must inherit permission from the
User Group’s CoS, since it has access to some telephony features (such as Trunk-to-
Trunk Transfer and Call Forward External), as well as some voice mail features
(such as Incoming Message Length and Message Notification). See Section 10.3 on
page 270 and Section 10.2.1 on page 261.
If you are using Barge In, Record, and/or Monitor, make sure you have created user
groups with the appropriate CoS permissions.
Mailbox (server): This provides the workgroup with a mailbox on the associated
server. If you change the server, all messages are automatically moved to the new
server.
Calls to the workgroup that go to voice mail end up in the workgroup mailbox.
Calls to a user that go to voice mail end up in the user’s mailbox. The workgroup
mailbox is shared by all workgroup members who run the Workgroup Agent or
Supervisor Communicator. In addition, you can log into the workgroup mailbox
over the telephone using the mailbox number and voice mail password.
Language: Select a language from the drop-down list. This is the language that will
be used by the auto attendant for prompts played to calls in the queue, such as
“your estimated wait time is...”
Accept Broadcast Messages: This lets the workgroup receive broadcast messages.
In general, you will want to remove the workgroup from the broadcast message list.
Include in System Dial By Name Directory: This includes the workgroup in the
auto-attendant’s dial-by-name directory.
406

Make Number Private: Checking this check box removes this number from the
system directory and call handling destination lists.
Recorded Name: The Record, Play, Enter, and Import buttons let you record a
name for the workgroup. This name is used as part of the default mailbox greeting
as well as in the Dial By Name directory.
You can use your PC microphone and speakers or a telephone to play and record
within ShoreWare Director. Please refer to the Auto-Attendant options for more
information.
You can also import prompts into ShoreWare Director. Prompts must be recorded
as µ-law, WAV files.
Voice Mail Password: This lets you enter and confirm the workgroup’s voice mail
password.
The voice mail password is used in conjunction with the mailbox number to log in
to the workgroup mailbox over the telephone.
This is a required parameter. The initial default is “1234”. Passwords may be
numeric only.
Enable Automatic Agent Logout On Ring No Answer: This check box lets you
automatically log out agents that do not answer a workgroup call after a specified
number of rings.
This feature is useful to avoid calls repeatedly being offered to an agent who has
physically left the workgroup but has forgotten to log out.
Workgroup Membership: The Edit Agents button invokes the Workgroup
Membership page, which lets you add and remove agents to and from the
workgroup. You can also change the call distribution hunt order of agents via this
page. See Figure 16-4.
Workgroup Queue Handling: The Edit Queue Handling button invokes the
Workgroup Queue Handling edit page. This page lets you edit the Queue Step Menu
as well as the Queue Thresholds. For more information, see Section 16.5 on page
411.
Wrap Up Time: Wrap Up Time allows agents a fixed period of time in seconds to
complete post-call tasks before being presented with another call. When the call
wrap-up time is set to zero, this feature is effectively disabled.
Current Call Handling Mode: The is a read-only display of the current call
handling mode as defined by any associated schedules.
Escalation Profile: Select an Escalation Profile from the drop-down menu to
associate the desired profile with this workgroup. (See Section 13.4.2.3 on page
379 for details.)
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Schedule: You can configure schedules against the On-Hours, Holiday, and
Custom modes that automatically change the call handling of the workgroup. The
rules for schedules are:
— If it is custom time, use Custom mode;
— If it is holiday time, use Holiday mode;
— If it is on-hours time, use On-Hours mode;
— Otherwise, use Off-Hours mode.
If no schedules are specified, On-Hours mode is used.
The Edit this schedule link provides a quick way to navigate to the associated
schedule. For tips on editing schedules, refer to Chapter 15, starting on page 395.
Call Handling Distribution Pattern: This lets you configure how calls are
distributed to agents within the workgroup:
— Top Down begins at the top of a list of agents and proceeds down the list
looking for an available agent until one is found.
— Round Robin selects the next agent on the list following the agent that received
the last call and then starting again at the top of the list and so on. This works
in a looping fashion.
— Longest Idle distributes calls to the agent who has been idle the longest.
— Simultaneous distributes calls simultaneously to all available agents; all phones
ring at once.
Call Forward: These buttons let you specify when calls are forwarded. The
conditions are Always or No Answer/Busy. The default is No Answer/Busy.
The Always condition forwards calls to the number specified in the Always
Destination parameter immediately when a call is received.
The No Answer/Busy condition forwards calls:
— to the No Answer Destination after the specified number of rings, or
— to the Busy Destination immediately if the user’s call stack is full.
Always: When the Always call forward option is selected, calls are forwarded
immediately to this Extension. You can also forward calls to an External number
(access code required). If the Call Forward parameter is set to Always, enter
extensions here.
Busy: When the Busy call forward option is selected, calls are forwarded to this
extension immediately if all agents are busy. You can also forward calls to Queue, an
External number (access code required), or Extensions here.
No Answer: When the No Answer call forward option is selected, calls are
forwarded to this extension after the specified number of rings. You can also
forward calls to Queue, an External number (access code required), or Extensions
here.
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Logged Out: When the Logged Out call forward option is selected, calls are
forwarded to this extension if all agents are logged out of the workgroup. You can
also forward calls to Queue or to an External number (access code required).
Rings per Agent: This is the number of rings attempted before the call is forwarded
to the next available agent.
No Answer Number of Rings: This is the maximum number of rings that a call will
ring before it is forwarded to the no-answer destination.
Mailbox / Workgroup Greeting: The Record, Play, Enter, and Import buttons let
you record a mailbox greeting for each call handling mode of the workgroup.
Workgroup Assistant: To assign a workgroup assistant, select one from the drop-
down list. When a caller is connected to the workgroup’s voice mail and enters “0”,
the call is transferred to the workgroup assistant extension.
Enable Calling Message Notification: This check box activates the message
notification feature for the workgroup’s mailbox.
16.3 Selecting a DNIS Trunk Group for DNIS Routing

To set DNIS routing, click Edit DNIS Map found on the Workgroups edit page. The DNIS
Trunk Group dialog box (Figure 16-3) lets you select a trunk group for DNIS routing.
Figure 16-3 Select DNIS Trunk Group Dialog Box
Click an available trunk group from the list, and click OK.
16.4 Editing Workgroup Membership

To build a list of workgroup members, click Edit Agents found on the Workgroups edit
page. The Workgroup Membership edit page (Figure 16-4) lets you add and remove agents
to and from the workgroup.
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Figure 16-4 Workgroup Membership Edit Page
This page lets you add and remove agents to and from the workgroup, and also change the
order of agents. Note that if more members exist than can be displayed on one page, you
can use the forward and back buttons to scroll through the members or enter filter criteria
in the Filter Users By box. Also note that you can sort members by Extension, First Name,
or Last Name by using the Sort By drop-down list.
To add members to a workgroup, select a member’s name from list on the left side of the
page and click Add. The member’s name appears in the list on the right. When you add a
new workgroup member, that member is in a logged out state by default.
To remove a member from the workgroup, select that member’s name from the list at the
right side of the page and click Remove. The member’s name is returned to the list on the
left side of the page.
To change the order of a member’s hunt order in the workgroup, select the member’s name
in the right-most list and click Move Up or Move Down until the member appears in the
order you want.
To change the member’s login status, double-click the name from the right-most list and
the Edit Workgroup Member dialog box (Figure 16-5) appears.
Figure 16-5 Edit Workgroup Member Dialog Box
You can change the agent’s Client Type, Logged In, or Call Wrap Up status, and click OK to
commit the changes. The change is reflected in the Name list on the Workgroup
Membership edit page.
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16.5 Editing Workgroup Queue Handling

The Workgroup Queue Handling edit page (Figure 16-6) lets you edit the queue threshold
and the Queue Step Menu. Click Edit Queue Handling from the Workgroups edit page.
A calling party that reaches the queue will hear the following, in order:
1. The recorded prompt.
2. Silence for eight seconds during the “wait for digits” time-out.
3. The estimated wait time (if enabled).
4. Music on hold for the configured duration.
The calling party does not have access to the DTMF actions while listening to music on
hold.
The ShoreTel system ignores DTMF actions if there is no message for the queue step.
Figure 16-6 Workgroup Queue Handling Edit Page
The Allow agents to pickup from queue checkbox enables and disables the queue handling
step menu.
A five-step menus can be set for each queue.
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To set the Queue Step Menu:
Step 1 To set a step, click Step 1, Step 2, Step 3, Step 4, or Last Step. To skip a step,
select Skip This Step.
Step 2 Select Announce Estimated Wait Time to enable this feature. This informs the
caller of how much time is left in queue.
Estimated wait time is a moving average based on the duration of the previous
calls and rounded to the minute. It is calculated as:
Average wait seconds = ((“Average wait seconds” * 9) + “New wait time”) / 10
Where the “New wait time” is the time it took the last call to get to an agent.
The wait time that is spoken to the caller is:
Spoken wait time = “Position in queue” * “Average wait seconds”
This means the wait time is based on a rolling weighted average of previous
calls. After 10 calls, 61% of the time is based on the 10 most recent calls. After
20 calls, 86% of the time is based on the last 20 calls. The wait time may be
inaccurate with a low call volume.
Step 3 Enter the value for the Time Until Next Step routine in the Seconds field.
Step 4 Enter the text used for the prompt in the Prompt Text field.
Step 5 Click Record to record the prompt. If you have a “canned” prompt, click
Import to import the Wave file.
Click Play to hear the recording. Click Erase to erase the recording.
Prompts on the ShoreTel system can be imported into the system using µ-law,
Wave file format. If you would like your prompts to match the voice of the
ShoreTel system, please contact Worldly Voices at www.worldlyvoices.com and
request that “Connie” record your prompts. Worldly Voices provides this
service with a rapid turnaround time for a nominal fee.
Step 6 Click an operation function from the Operation drop-down list and assign it an
extension. The Single Digit Actions allow you to configure all the digits of the
telephone keypad (0–9, #, *) for operations similar to an auto-attendant menu.
The following actions are supported:
None
Repeat prompt
Go to menu
Transfer to extension
Take a message
Hang up
Details:
For information about overflowing / interflowing calls to a workgroup call, see
Section 16.5.1 on page 412.
16.5.1 Configuring Workgroup Overflow / Interflow

Workgroup overflow and interflow capabilities offer a way to reduce the wait time for
callers who are dialing into an Automatic Call Distribution (ACD). This helps to ensure
faster service and greater customer satisfaction.
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Calls can be overflowed (i.e. transferred from one workgroup queue to another higher
priority queue once a wait time threshold has been exceeded) in order to ensure that
certain customers who have paid for a higher level of support service (e.g. “Gold Level”)
have their calls answered faster.
Alternatively, calls can be interflowed to any dialable number when a wait time threshold
has been exceeded. This external number could be, for example, a cell phone number for a
supervisor who could answer the call immediately.
Interflowing a call is typically done as the final step in a series of overflows. In other words,
if a call is sent from one workgroup queue to another without being answered, the call is
interflowed from the Last Step to an external number (such as the supervisor's cell phone).
To configure the Workgroup Overflow / Interflow feature:
Step 1 The overflow / interflow functionality is set as the Last Step within the Queue
Step Menu. Thus, you must follow the procedure in Section 16.5 on page 411
before configuring the overflow / interflow option.
Step 2 Click on the Last Step tab and scroll down to the Overflow / Interflow section
toward the bottom of the window, as shown below:
Figure 16-7 Overflow / Interflow options found at Last Step of WG Queue Handling
Step 3 In the Overflow / Interflow section, select the desired radio button:
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— Selecting None results in the Overflow / Interflow behavior being disabled.

— Selecting Extension enables the Overflow or Interflow behavior. If this is
selected, click the Search button to locate the desired extension where calls
will be overflowed or interflowed.
— Selecting External enables the Interflow behavior. Enter the desired
dialable number where calls are sent when the threshold is exceeded.
Step 4 Select the Maintain Wait Time check box to store information about the length
of time a caller has been waiting. The starting time associated with a call will be
preserved even after the call has been transferred from one workgroup queue to
another, and the caller’s “place in line” will be reserved within the next queue.
If the check box is disabled, the wait time will be lost when the caller is
transferred and the caller will go to the back of the line in the new queue.
If the call is interflowed to an external number, the wait time cannot be
retained. The system will recognize if these conditions are present and the
Maintain Wait Time check box will be grayed out.
Details:
The number of seconds in the Time Until Next Step field for Steps 1 through the
Last Step, when added up, represent the total amount of time the caller waits
before being overflowed / interflowed.
16.6 Workgroup Thresholds

To adjust the queue threshold, click Edit Alert Thresholds found on the Workgroup Queue
Handling page. The Workgroup Thresholds page (Figure 16-8) appears.
Figure 16-8 Workgroup Thresholds Page
The threshold of Calls in Queue Warning specifies the number of calls in queue that
triggers an alert in the Queue Monitor in the workgroup Communicator application.
The Calls Waiting Time Warning specifies the number of seconds that triggers an alert in
the Queue Monitor for the longest wait time of any caller in the workgroup queue.
16.7 Multi-site Workgroups

Multi-site Workgroups is a feature that allows organizations to deploy Workgroups
functionality at multiple sites ensuring that enterprises don’t lose any key applications
needed to drive revenue and customer support. Multi-site Workgroups enables a group of
users to appear as a single unit to calling parties, by distributing calls to Workgroup agents
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at multiple sites without relying solely on the Headquarters server. When successfully
deployed, Multi-site Workgroups will provide the reliability and availability required for
organizations to remain competitive.
16.7.1 Configuring Multi-site Workgroups

16.7.1.1 Site Specific Workgroups
Using Multi-site Workgroups allows more flexibility through the use of backup
Workgroups where the Workgroups can be hosted on a different server. When a call is
directed to a Workgroup the switch will route the call to the Workgroup Extension. If the
Workgroup extension is unreachable because of server or WAN failure, the switch will
route the call to the Backup Extension in the server that was configured to handle that
workgroup. The Backup Extension can be a Workgroup, Hunt Group, Menu or any system
extension.
NOTE: This routing process may take a brief period of time until the no answer number
of rings limit is reached which will then trigger the activation of the backup extension.
To configure a site specific Workgroup, follow these steps.
Step 1 Log into ShoreWare Director and select Workgroups.
Step 2 Select New to create a new Workgroup or select an existing Workgroup that
you wish to modify. The following screen is displayed.
Figure 16-9 Workgroups Edit Screen
Step 3 Edit the following fields in the Edit Workgroup screen.
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Workgroup Server - The server hosting the Workgroup. All Distributed Voicemail
Servers will be listed. Voicemail switches will not be listed.
Backup extension -The backup extension of the Workgroup. If the Workgroup
does not answer after the specified number of rings (for example, server
unavailable or network problem), the call is routed to this extension. This allows
you to configure backup call routing in case of failures.
NOTE: If the call volume is low, you can route these calls to an agent. If the call
volume is high, it is recommended that you route these calls to a must answer
line with a distinctive-sounding ring. Agents can use the call pickup feature to
pick calls from the must answer line if the Workgroup server is unavailable.
16.7.2 System-Wide Workgroups

System Wide Workgroup is where two or more servers provide call routing access. This is
accomplished by using Hunt Groups along with Multi-site Workgroups to offer calls first to
the primary Workgroup and then to any other Workgroups listed as members of the Hunt
Group. Hunt Groups may have up to 16 members, which provide a higher degree of
resiliency. Using Hunt Groups is a faster method for call routing in case of a failure because
you can configure Hunt Groups to offer calls to a larger number of backup Workgroups.
To configure a System Wide Workgroup, follow these steps.
Step 1 Log into ShoreWare Director and select Call Control -> Hunt Groups.
Step 2 Select New to create a new Hunt Group or select an existing Hunt Group that
you wish to modify. The following screen is displayed.
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Figure 16-10 Hunt Groups Edit Screen
Step 3 Edit the following fields in the Edit Hunt Group screen.
Distribution Pattern - Click either Top Down or Simultaneous radio button. Top
Down hunts sequentially through the ordered list of group members. Simultaneous
rings all group members at the same time. The first to answer is presented with the
call. The default is Top Down.
NOTE: If you choose simultaneous, you cannot select
On-Hours Schedule -From the drop-down list, select an on-hours schedule or
None. Selecting None causes all calls to be treated as if it is on-hours.
16.7.3 Important Considerations

16.7.3.1 VMB Switches
This feature does not work on VMB switches.
16.7.3.2 CDR
All CDR records collected by remote severs will be sent to the Headquarters server. The
existing TMSCDR DCOM interface will be used by the remote servers to send records to
the Headquarters server. If the Headquarters server is offline then records will be queued
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on remote servers until the Headquarters server comes back on line. There will be a time
limit on the CDR records that will be kept by remote servers when the Headquarters server
is offline. The Workgroup server will use the same time limit that is used by TMS.
16.7.3.3 Call Handling Mode Scheduling

Workgroups can have their call handling mode changed based on a system schedule. For
Multi-site Workgroups, call handling scheduling is based on the time zone of the server
hosting the Workgroups. Local call handling mode changes can not be made by any
Communicator application or IP phone.
16.7.3.4 Hunt Group and Workgroup Scheduling

An additional consideration is the scheduling of the activation time for both Hunt Groups
and Workgroups.Hunt Group schedules times are based on the Headquarters server time.
Workgroups schedule times are based on the Workgroups server’s time. Scheduling for
Workgroups and Hunt Groups are configured by calculating the time zone offset necessary
for the Hunt Group to activate at the same time as the Workgroup. Refer to the ShoreTel
Administration Guide for more information on Hunt Group and Workgroup scheduling.
16.7.3.5 Headquarters Server Offline

If the HQ server is down, then Agent state changes will NOT work since it is hosting all of
the agent's states. All states, whether logged in, logged out, or in wrap up will remain until
the HQ server comes back online.
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Chapter 17: Managing the System Directory ShoreTel Administration Guide
C H A P T E R 1 7
Managing the System Directory
This chapter discusses how the system directory is used and provides instructions for
adding new entries and editing existing ones.
17.1 System Directory

The system directory is a company-wide address book that lists a user or outside contact by
name and provides additional information, such as home address and phone numbers. This
directory is read-only by general users through the ShoreWare clients; it can be updated by
system administrators through ShoreWare Director. Users can copy system directory
entries to their personal directories.
Individual users are added to the system directory when you add them to the system from
the Edit User page (refer to Section 10.4 on page 272). You can also add new and edit
existing entries from the System Directory page shown in Figure 17-1. In this way you can
add commonly accessed outside contacts to the directory as well.
Figure 17-1 System Directory Page
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ShoreTel Administration Guide Chapter 17: Managing the System Directory
ShoreWare Communicator automatically populates each user’s Quick Dialer with entries
from the system directory, the user’s personal directory, and all Microsoft Outlook Contact
folders. This includes each user’s personal contacts as well as any contacts on the Microsoft
Exchange Server.
To access the system directory, click System Directory from the navigation frame.
The system directory can be filtered by site or dial number. You can also page through the
directory by page, with a configurable number of records per page displayed.
The columns that appear in the table on the System Directory page are as follows:
First Name: This is the first name of an existing directory entry.
Last Name: This is the last name of an existing directory entry.
Ext.: This is typically a contact’s telephone number or extension.
Type: This is the type of extension, such as workgroup, fax, and so on.
Site: This is the site where the extension is located.
Trunk Group: This is the trunk group associated with the extension.
DID: This is the direct inward dial number for the user.
Work: This is the work number for the user.
Home: This is the home number for the user.
Fax: This is the fax number for the user.
Cell: This is the cell number for the user.
17.1.1 System Directory Entry Edit Page

To add new or edit existing user entries in the system directory, click the Add new link or
an existing user first name in the table. The System Directory Entry edit entry page, shown
in Figure 17-2, appears.
Figure 17-2 System Directory Edit Entry Page
17.1.2 Data-Entry Fields

Descriptions for each data-entry field on the System Directory Edit Entry page follow:
First Name: This field displays the user’s first name.
Last Name: This field displays the user’s last name.
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Chapter 17: Managing the System Directory ShoreTel Administration Guide
If you are editing an existing user’s information, these fields were automatically
entered when you added the user on the Edit User page. If you modify this field on
the System Directory edit entry page, it is reflected on the Edit User page and in all
other lists.
Refer to Section 10.4 on page 272 for details.
Home Phone: This is the user’s home telephone number.
Work Phone: This is a work telephone number for the user other than his or her
extension. Do not enter a user extension number in this field.
Fax Phone: This is the user’s fax number.
Cell Phone: This is the user’s cellular telephone number.
Pager: This is the user’s pager number.
E-mail Address: This is the user’s e-mail address.
If you are editing an existing user’s information, this field was automatically
entered when you added the user on the Edit User page. If you modify this field on
the System Directory edit entry page, it is reflected on the Edit User page and in all
other lists.
For more information, see Section 10.4 on page 272.
17.1.2.1 Go to This User Link

The Go to this user link appears on the System Directory edit entry page when you are
editing an existing user’s directory entry. This link takes you to the Edit User page so that
you can edit the user’s general, personal, and distribution list options.
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ShoreTel Administration Guide Chapter 17: Managing the System Directory
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Chapter 18: Session Initiation Protocol ShoreTel Administration Guide
C H A P T E R 1 8
Session Initiation Protocol
This chapter provides detailed information about the Session Initiation Protocol (SIP). You
should refer to this chapter for help in planning a SIP deployment on your ShoreTel system.
ShoreTel supports SIP trunks and SIP Extensions
18.1 SIP Trunks

Session Initiation Protocol (SIP - RFC 3261) is a newer protocol that is still being fine
tuned by the IETF and that is regarded as having the potential to become the global
signaling standard that will enable all switches, gateways, and phones to talk to one
another.
The protocol, which works at the application layer, allows users to initiate interactive
sessions between any network devices that support the protocol. SIP is capable of initiating
or terminating Internet telephony calls and other multimedia applications such as video or
gaming.
The protocol is based on a client-server model. With support for redirection services,
networked users can initiate a call or receive a call, regardless of their physical location.
In its networking negotiations SIP takes into account the following pieces of information:
the address of the end system
the physical media
the call recipient's acceptance to the invitation
The protocol then configures the parameters for the session and handles the call setup and
tear-down.
SIP allows two discrete ShoreTel systems to be integrated with any IP connection, without
the need for physical tie trunking. (Note that care should be taken to make sure that the
extension numbering plans in the two systems do not overlap, and that if they do overlap,
translation tables need to be used to resolve conflicts.)
Further, the addition of SIP obviates the need to support other trunking standards, such as
BRI, through use of a SIP gateway.
SIP trunks will be assigned to a particular switch as with any other trunk, so that SIP calls
into and out of the ShoreTel system will be routed through these trunks. However, up to
five SIP trunks can be associated with one analog switch port, meaning that there will be no
physical channel/port associated with each SIP trunk. The SIP trunk is a logical trunk end
point which only handles call control responsibilities. The media flows directly between
the end-point SIP devices (i.e. call initiator and the call terminator), freeing the switch from
the burden of controlling media flow.
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18.1.1 Supported RFCs

ShoreTel supports SIP Trunks as specified by the following RFCs:
1889 - Transport Protocol for RTP Applications
2806 - URL for Telephone Calls
2327 – Session Description Protocol (SDP)
2396 - URI (Uniform Resource Identifiers)
2833 - DTMF
2976 - SIP Info
3261 - SIP (Session Initiation Protocol)
3361 - DHCP (for IPv4)
3515 - SIP Refer Method
3891 - SIP Replaces Header
3892 - SIP Referred-by Mechanism
3966 - URI for Telephone Calls
18.1.2 General SIP Comments

Previous ShoreWare versions support SIP trunks in the following configurations:
Static Trunking connects two PBXs within a ShoreWare installation
Dynamic Trunking connects a PBX to a SIP device.
Outbound SIP Trunking connects a PBX to an Ingate SIP Trunk Module, which can
connect to external IP networks or to an ITSP to for connecting to the PSTN.
SIP extensions replaces the Dynamic SIP Trunking configuration available in releases
previous to ShoreTel 8.1. ShoreTel continues to support dynamic trunks configured in
previous releases.
The SIP trunking implementation in previous versions does not support the use of SIP
devices as ShoreWare extensions.
18.1.2.1 Conferencing
Ports for MakeMe conferences must be available on the initiating side of a 3-way
conference call involving a SIP end-point.
MakeMe conference ports are needed even for 3-way conference. Note that
configuration of any MakeMe conferencing support in Director requires a
minimum of 3 available conference ports.
An individual SIP trunk must be provisioned for each call to the SIP device
(including conference-in or transferred calls). Thus, static SIP trunks must be
provisioned with additional trunks in line with the highest anticipated number of
such calls. Similarly, dynamic SIP trunks also require that additional individual
dynamic SIP trunks are provisioned to handle calls that are placed on hold or for
conference-in calls.
18.1.2.2 DTMF
ShoreTel can be configured to use SIP INFO for DTMF signaling in environments
where out-of-band DTMF is needed but RFC 2833 is not applicable. SIP tie trunks
must use SIP INFO and cannot use RFC 2833 DTMF Relay.
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ShoreTel supports RFC2833 (DTMF) for users calling over SIP trunks regardless of
the negotiated voice codec.
18.1.2.3 Foreign Language Support

In addition to English, ShoreTel will support Spanish, French and German (Caller
Name, Called Name, User Name) over SIP tie trunks and service provider trunks,
although certain third-party devices may not be able to display the Spanish or
German characters.
18.1.2.4 Routing with Static and Dynamic Trunks

From the trunk group perspective, when static and dynamic trunks are used:
only one trunk group with dynamic trunks is allowed per switch
— outbound calls to this trunk group must be completed based in the registration
table
— calls to the same IP address will not work
— calls to different devices going to the PSTN will be selected randomly
Trunk groups with static IP addresses will not route calls based on OSE ranges due
to the fact that static trunks do not need registration
— the switch sends the call to the next available trunk instead of sending it to the
correct OSE within the range
— this issue can be solved by creating a trunk group on a per-device basis
OSE's routed over trunk groups in more than one switch (with dynamic trunks)
will fail
18.1.2.5 Extension Assignment over SIP Trunks

ShoreWare supports Extension Assignment phone assignment to devices available over SIP
trunks. Extension Assignment procedures and capabilities over SIP trunks is identical to
that for reassignments to phones over other supported trunks.
Using Extension Assignment over SIP Trunks requires using an ITSP that supports SIP-
INFO. If the ITSP does not support SIP-INFO, ShoreWare cannot support DTMF for users
configured for the SIP Trunk who during Extension Assignment calls. This requires that
they are configured for “Accept on Answer” and restricts them from using keypad features
during the call. Theses users can still control their calls through Communicator.
The following limitations apply:
SIP Tie lines to other ShoreTel systems do not support Extension Assignment.
SIP Trunks to supported SIP carriers through Ingate support Extension
Assignment.
SIP Trunks using SIP gateways supported by ShoreTel (including SIP-BRI 8 and
Vegastream SIP gateways) support Extension Assignment.
Gateways must support, and be configured to send, DTMF in INFO messages to
support certain functions through Extension Assignment, including Wait for
DTMF, ** flash, and ## hangup).
Extension Assignment users cannot hear in-band call-waiting tone for a second call
over SIP Trunks. Communicator can signal the presence of a second call.
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Features not supported by normal calls on a SIP trunk are also not supported by
Extension Assignment extension using a SIP trunk.
18.1.2.6 General Feature Consideration

ShoreWare supports Music On Hold (MOH) over SIP trunks. The capacity limits of
MOH switches is the same as other trunks; a switch can provide up to 15 streams.
However, these streams can be to other switches or to SIP devices.
If the ShoreTel server has a conference bridge 4.2 installed, you should not enable
SIP. The conference bridge is not compatible with a ShoreTel system that has SIP
enabled due to the dynamic RTP port required for SIP.
3-way conference on a SIP trunk call uses Make Me conference ports. A minimum
of 3 Make Me ports must be configured to support 3-way conferencing. Make Me
conferencing for 4 to 6 parties is not supported.
A SIP trunk can be a member of a 3-party conference but cannot initiate a 3-way
conference (unless the SIP device merges the media streams itself).
ShoreTel SIP supports basic transfers (i.e. blind transfers) and attended transfers
(i.e. consultative transfers).
Silent Monitoring is not supported on a SIP trunk call.
Barge-In is not supported on a SIP trunk call.
Call recording is not supported on a SIP trunk call. Call recording requires
presence of a physical trunk in the call.
Call redirection by SIP devices is not supported.
Park/Unpark is not supported on a SIP trunk call. This is planned for a future
release.
Silence detection on trunk-to-trunk transfers is not supported since it requires a
physical trunk.
Fax (and modem) redirection is not supported with SIP trunks as only physical
trunks can detect fax tones.
SIP Unified Messaging can support up 37 concurent SIP UM calls from IP phones.
18.1.2.7 Additional Configuration Considerations

SIP Info configuration in a Trunk Group should be enabled if ShoreTel SIP tie
trunks are used.
Overlapping number plans are not allowed between two systems tied with SIP
trunks unless digit translation is used.
When translating digits between two ShoreTel systems tied with SIP trunks, even
system extensions like VM, AA should be properly translated.
SIP devices should either be physically present in the ShoreTel site where the
ShoreGear switch is hosting the SIP trunk or should be out of the ShoreTel
network.
A SIP trunk group cannot host both dynamic and static SIP trunks simultaneously.
A SIP trunk group hosting dynamic SIP trunks cannot span ShoreGear switches.
When ShoreTel is working with Dynamic Trunks:
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— Multiple registrations of different numbers using the same IP address is not

supported as ShoreTel uses the last one received. (This is the case of Mediatrix
2102/1402; customers are expected to use only static trunks for these devices.)
When ShoreTel is working with Static Trunks:
— OSE ranges might not work when different SIP devices are part of the same
trunk group. Customers are expected to create a dedicated trunk group for
each device that needs a static trunk.
— Customer must ensure that SIP devices work with static trunks. Routing
problems may occur when the same switch has a dynamic trunk group. These
devices should not be registered with the ShoreTel system.
Director does not show information about the SIP devices registered in a switch.
This information can be accessed by telneting to the switch and issuing the
command print_register_table (applies only to dynamic SIP trunks).
Groups of SIP trunks can be created at once but must be deleted individually (i.e.
one at a time).
SIP devices need to work with dynamic audio ports. Customers are expected to
disable the parameter that forces the system to use only audio port 5004.
— This parameter is found in Director under Call Control > Options
18.1.3 Configuring SIP Trunks

Configuring SIP on your ShoreTel system consists of the following tasks:
Configuring the ShoreTel System via Director
— Reserve the Trunk
— Create a Trunk Group
— Create a Trunk (static or dynamic)
Configuring the SIP Device (per the manufacturer's instructions)
These tasks will be discussed in more detail below.
18.1.3.1 Configuring the ShoreTel System via Director

One of the first tasks involved in configuring your ShoreTel system for Session Initiation
Protocol (SIP) is to reserve the trunk. This can be done by following the procedure below:
To reserve a new SIP trunk, follow the procedure below:
expanded).
Step 3 Click on the Switches link.
Step 4 Click on the Add new switch at site drop-down menu and select the location
for the new switch, or edit an existing switch.
Step 5 Click on the of type drop-down menu and select the type of switch that will be
used to support the SIP trunks.
Step 6 Click Go to display a window similar to the one shown below.
ShoreTel 11.1 427

Figure 18-1 Configuring Switch for SIP
Step 7 Enter a name for the switch in the Name field.
Step 8 Enter a description for the switch in the Description field.
Step 9 Click the Find Switches button next to the IP Address field and select the
appropriate switch to populate the field with an IP address.
Step 10The Ethernet Address field auto-populates.
Step 11Click on the Server to Manage drop-down menu and select the server that will
manage this switch.
Step 12Enter a CESID value in the Caller's Emergency Service Identification (CESID)
field. (optional)
Step 13Select the SIP Trunks check box to the right of the port(s) that will be
associated with a SIP trunk. Each port supports five SIP trunks.
The fax redirect feature will not work with calls that come in on SIP trunks.
Step 14Click the Save button to store your changes.
To create a new SIP trunk group, follow the procedure below:
expanded).
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Step 3 Click on the Trunks link to expand the list.
Step 4 Click on the Trunk Groups link.
Step 5 In the Add new trunk group at site drop-down menu, select the location where
the new SIP trunk group will be added. In the of type drop-down menu, select
SIP.
Figure 18-2 Creating a SIP trunk group (inbound configurations)
Step 7 Enter the name of the trunk group in the Name field.
Step 8 Select the desired language for the trunk group in the Language drop-down
menu.
Step 9 Select the Teleworker check box if the SIP endpoint is not at the same site as
the trunk group being configured. Selecting Teleworker has the following
effects on the system behavior:
Audio proxies via the SG vs. the RTP are directed to ShoreWare Director or
DVS.
RTP audio packets are sent in 20 ms audio samplings instead of 10 ms.
The inter-site call codec is used.
Step 10Select the Enable SIP Info for G.711 DTMF Signaling check box to have SIP
information sent between the SIP device and voice mail. Enable this if
connecting with a ShoreTel system running a release previous to ShoreWare
8.1. Clear if the trunk is primarily used to connect a third-party SIP device.
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Step 11Select the Enable Digest Authentication check box and enter a user ID and
password for enhanced security. All third-party SIP devices must have matching
information in the associated fields, and the user ID and password of the device
will be authenticated against the information stored in the ShoreTel system.
Based on the authentication configuration:
Disabled when set to “None”.
Incoming calls are challenged when set to “Inbound-only”.
When outbound SIP calls are challenged, credentials provided when set to
“Outbound-Only”.
All calls are authenticated when set to “all”.
Step 12Enter the desired number in the Number of Digits from CO field.
Step 13Select the DNIS check box and click the Edit DNIS Map button to add entries
to the DNIS Map.
Step 14Select the DID check box and click the Edit DID Range button to add entries to
the DID Digit Map.
Step 15Select the Extension check box to route calls directly to the extension based on
the number of digits received from the SIP device, and select the appropriate
radio button.
Translation Table - Select this option to use a digit translation table to
ensure that inbound calls are the proper length.
Prepend Dial in Prefix - Select this to prepend inbound calls with a number
that you can specify in the field.
Use Site Extension Prefix - Select this to use the extension prefix associated
with the site.
Step 16Select the Tandem Trunking check box allow a legacy voice system to use a
ShoreTel system for outbound dialing.
User Group - Tandem calls are associated with a user group for outbound
trunk selection. In-bound calls that are recognized as tandem calls are then
redirected to an outbound trunk based on the call permissions and trunk
group access associated with the user group set in Director.
Dial in Prefix - When needed, you can specify a “dial in prefix” which is
prepended to digits collected on tandem calls. The concatenated set of
digits is then be used in outbound trunk selection for the tandem call.
To configure the outbound options for this trunk group:
Step 1 Continue scrolling down to display a window similar to the one below:
Step 2 Enter the appropriate trunk access code for this trunk group in the Access
Code field. This is typically “9” in the U.S. and Canada.
Step 3 Enter the local area code for this trunk group in the Local Area Code field.
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Figure 18-3 Creating a SIP trunk group (outbound configurations)
Step 4 Select the Local check box to enable local calls.
Step 5 Select the Long Distance check box to enable long-distance calls.
Step 6 Select the International check box to enable international calls.
Step 7 Select the n11 check box to enable telephone service calls, such as directory
assistance (e.g., 411 or 611, but not 911, which is specified below.)
Step 8 Select the 911 check box to enable emergency 911 calls.
You must have at least one trunk group per site that allows 911 calls.
Step 9 Select the Easy Recognizable Codes (ERC) check box to enable services such
as toll-free dialing calls (e.g., 800, 888, 900).
Step 10Select the Explicit Carrier Selection check box to enable dialing special
numbers that let the caller select a long-distance carrier (e.g., 1010xxx).
Step 11Select the Operator Assisted check box to enable the trunk group to dial the
operator (e.g., 0+).
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Step 12Select the Called ID not blocked by default check box to pass Caller ID
information by default on outbound calls. Note that in the United States, the
user can override this option with Vertical Service Codes.
Step 13Click the Remove leading 1 from 1+10D check box to drop the leading “1” if
your long-distance service provider requires dialing only ten digits.
Step 14Click the Remove leading 1 for Local Area Codes check box to drop the
leading “1” for the local area codes (Local and Additional Local) if your local
service provider requires dialing only ten digits for local area codes
(particularly with overlay area codes).
Step 15(For all prefixes unless a specific local prefix list is provided below)-Click the
Dial 7 digits for Local Area Code check box to enable the trunk to dial local
numbers in the local area code with seven digits, if required by your local
service providers.
Step 16Click on the Local Prefixes drop-down menu and select the local prefix for
your site, or click the Go to Local Prefixes List link to view, add, and edit the
local prefixes for your sites. When you are using a local prefix list, all prefixes
not listed are considered “long distance” and calls to these numbers require a
long distance trunk service.
Step 17Enter a prefix in the Prepend Dial Out Prefix field to have this prefix
prepended to the dial-out string resulting from the other rules. A dial-out prefix
is typically required when connecting to, and leveraging the trunks on, a legacy
PBX. Note that the Dial Out Prefix is not applied to Off-System Extension calls.
Step 18For Off System Extensions, click Edit to add or edit any ranges of extensions
that can be accessed through this trunk group. This is typically used when
setting up a tie trunk to a legacy PBX and configuring coordinated extension
dialing. The Dial Out Prefix rules are not applied to Off-System Extensions.
To create a new SIP trunk, follow the procedure below:
expanded).
Step 3 Click on the Trunks link to expand the list (if it has not already been
expanded).
Step 4 Click on the Individual Trunks link.
Step 5 In the Add new trunk at site drop-down menu, select the location where the
new SIP trunk will be added. In the in trunk group drop-down menu, select the
name of the trunk group that you created in the previous task above.
Step 7 Enter a name for the trunk in the Name field.
Step 8 Click on the Switch drop-down menu and select the switch that the new trunk
will be associated with.
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Figure 18-4 Creating a SIP Trunk
Step 9 Select the desired SIP Trunk Type radio button. There are two choices:
Dynamic - Select this radio button to provide more flexibility than a static
IP address. Note that all inbound calls will be accepted, regardless of their
IP address. If this is selected, you should use the authentication methods
available to prevent unauthorized callers from accessing the system.
Use IP Address - Select this radio button to enter a static IP address. This is
recommended if the systems are static and will not be changing IP
addresses often.
Step 10Enter the desired number of SIP trunks in the Number of Trunks field.
Step 11Click the Save button to store your changes.
18.1.3.2 Configure the SIP Device

SIP devices are the third-party telephones, gateways, terminal adapters, and other devices
that support the protocol. The ShoreTel phones do not currently support the SIP protocol.
With each of the SIP devices you will be using, you will have to consult the manufacturer's
instructions for specific instructions on configuring the device.
In a general sense, the configurations for each SIP device will be essentially the same, and
will require that the following pieces of information are entered:
IP address of the SIP server
IP address of the SIP registrar server
User name (identification for outbound calls)
User information (OSE or DID)
User password
DTMF protocol (i.e. must support RFC 2833)
18.1.4 SIP Trunk Profiles

SIP Trunk Profiles supports custom SIP Trunk parameter settings to specify third party
service provider configurations. A SIP Trunk Profile is assigned to a SIP Trunk Group from
the Edit SIP Trunk Group panel, as shown in Section 7.2.1 on page 140.
In addition to a generic profile, ShoreWare provides a profile that supports ATT BVOIP.
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18.1.4.1 SIP Trunk Profile List

The SIP Trunk Profiles List panel, shown in Figure 18-5, displays the names of all SIP
Trunk Profiles on the system. To access the SIP Extension Profile list panel, select
Administration -> Trunks -> SIP Profiles from the Director menu.
Each row corresponds to a SIP Extension Profile. Table columns list the following profile
parameters:
Name: This parameter is the label by which Director refers to the profile.
User Agent: This parameter is the expression ShoreWare uses to identify devices
covered by the profile. ShoreWare compares this expression to the User Agent field
in the header of SIP packets handled by the system.
Enabled: This parameter lists the status of the profile. ShoreWare uses only profiles
that are enabled when evaluating the characteristic set of a device.
Priority: This parameter determines the order by which the profiles are evaluated
against the SIP packet header. Profiles with larger priority values are evaluated
before profiles with smaller priority values.
The User Agent field of successive profiles are compared to the User-Agent field of
the SIP packet header until a match is found. The profile containing the matching
User-Agent field is then used to specify device configuration settings.
Figure 18-5 SIP Trunk Profiles List panel
To add a profile, press the New button in the top left corner of the panel.
To remove a profile, select the checkbox that corresponds to the profile to be deleted, then
press the Delete button in the upper left corner of the panel. Predefined profiles cannot be
deleted.
To edit a profile, open the Edit SIP Extension Profile panel by clicking the name of the
profile to be modified.
18.1.4.2 Edit SIP Trunk Profile

The Edit SIP Trunk Profiles panel, shown in Figure 18-6, is the Director list panel from
which parameter settings for the specified profile are configured. The Edit SIP Trunk
Profile panel is accessed from the SIP Trunk Profile List by adding a new profile or editing
an existing profile. All parameter fields can be edited for User Defined profiles. Enable is
the only parameter that can be modified on predefined panels.
Parameters listed on the panel include:

The field contents are not editable for predefined profiles.
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Figure 18-6 Edit SIP Extension Profile panel
User Agent: This parameter is the index key that ShoreWare compares to the User-
Agent field in the header of inbound REGISTER or INVITE methods handled by
the system.
Priority: This parameter is used to determine the profile that is used when the User
Agent field of multiple profiles match the User-Agent field in the SIP packet header.
Enable: This parameter lists the status of the profile. ShoreWare uses only profiles
System Parameters: This field lists the device characteristics and default settings.
Custom Parameters: The contents of this field list additional device settings or
overwrite default settings listed in the System Parameters field. Supported
parameters include:
— DontFwdREFER: When enabled, packets are inhibited from sending REFER
messages.
18.2 SIP Extensions

ShoreTel supports the use of SIP devices that comply with RFC 3261 (Session Initiation
Protocol) as ShoreWare extensions. SIP devices configured as ShoreWare extensions
support most features offered by ShorePhones.
The ShoreTel implementation of SIP devices support standards specified by the following
documents:
RFC 3261 Session Initiation protocol (SIP)
RFC 2833 In-band DTMF/Out-of-band DTMF
RFC 3515 SIP Refer Method
RFC 3550 A Transport protocol for real-time (RTP/RTCP) applications
RFC 3551 RTP Profile for Audio and Video Conferences with Minimal Control
RFC 2327 Session Description Protocol (SDP)
ShoreTel 11.1 435

RFC 2396 Uniform Resource Identifiers (URIs)

RFC 2806 URLS for Telephone Calls
RFC 3966 URIs for Telephone Calls
RFC 2976 SIP Info Method
RFC 3264 SDP Offer/answer
RFC 3842 Message waiting indication reception
RFC 3265 Subscription for MWI events
RFC 3891 The Session Initiation Protocol (SIP) “Replaces” Header
RFC 4208 Session Timers in the Session Initiation Protocol
SIP extensions replaces the Dynamic SIP Trunking configuration available in previous
ShoreWare releases. ShoreWare 8.1 continues to support dynamic trunks configured in
previous releases.
18.2.1 Network Elements

Implementing SIP extensions require the following components:
A SIP Proxy or endpoint is the logical entity to which SIP transactions
communicate through a SIP device.
ShoreGear resources can be reallocated from supporting trunks, analog extensions,
or IP devices to support SIP endpoints. Switch resources are reallocated to support
the following number of endpoints:
— One trunk resource is reallocated to support 100 SIP endpoints.
— One analog extension resource is reallocated to support 100 SIP endpoints.
— One IP phone resource is reallocated to support 20 SIP endpoints.
ShoreGear half-width switches also provide built-in SIP proxy resources that do not
require the reallocation of other resources.
Proxy servers are network devices that facilitate communication between SIP
endpoints. The Proxy Server forwards requests from endpoints to the correct
endpoint or another server.
Within a ShoreTel network, Proxy Server functionality is built into ShoreGear half
width and full width switches. ShoreGear switches provide Proxy Servers for SIP
devices within the same site as the switch. Administrators can designate up to two
Proxy Switches per site: one switch is assigned as the primary Proxy Server while
the other switch acts as the backup Proxy Server.
One Virtual IP address (VIP) is designated as the SIP Proxy Server address for each
site that supports SIP extensions. This address must be static and is assigned to the
ShoreGear switch that is configured as the SIP proxy for the site. The VIP is moved
to the backup Proxy Server switch if the primary Proxy Switch fails.
If only one Proxy Server is configured, a VIP address does not need to be
configured.
Registrars handle SIP REGISTER requests. Users send REGISTER requests for
uploading their current location, which is then used by the Proxy server when
routing information to the user.
The switch that acts as the Proxy Server also serves as the Registrar for the site.
SIP call managers routes SIP calls to and from SIP endpoints. All switches acting as
SIP Proxy Servers can also perform call management functions.
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ShoreWare automatically designates a SIP endpoints call manager when it registers.

SIP endpoints send REGISTER requests to the ShoreGear switch serving as its
proxy server. When an unprovisioned device registers, the switch forwards the
request to ShoreWare Server IPCS, where it is authenticated. IPCS then assigns a
call manager switch by load balancing across the site’s switch resources. If the site
does not have sufficient call manager resources, the SIP device is not provisioned.
When a call is made to or from an extension on the SIP device, the requests are sent
to the call manager switch, which determines how the call is routed.
18.2.2 Supporting SIP Devices

18.2.2.1 Provisioning SIP Phones
The procedures for provisioning SIP extensions is similar to that for MGCP extensions:
1. The phone sends a REGISTER request to the Registrar server.
Existing registrations: The registrar server relays the request to SIP call manager
switch, which then completes authentication.
New registrations: The request is relayed to IPCS, which then provisions the
phone on a ShoreGear switch call manager.
2. The user inputs their ShoreWare username, SIP password, and SIP proxy address
(VIP address) in the configuration form provided by the phone.
ShoreWare can recognize the extension, DID number, or the Director Login name
as the user portion of a SIP Address of Record. The DID number is the preferred
choice for creating the address of record.
3. If the device provides a URN, the system uses it to identify the device. If the device
does not provide a URN, the system identifies the device by using the contact header
information.
Changing the IP address of a SIP device may result in the listing of the device by
two switches. This dual listing persists until the earlier registration expires.
Therefore, identifying a device by the contact header may result in a dual switch
listing if the contact header changes when the phone is provisioned.
All requests to the phone are routed through the SIP call manager switch directly to the
phone or to the destination specified by the active call handling mode.
All requests from the phone are sent to the proxy server, which forwards them to the SIP
call manager switch.
18.2.2.2 Phone Profiles

Various SIP device models support differing sets of features, including call control
capabilities, codec compatibility, and provisioning procedures. SIP Extension Profiles
distinguish between the different SIP Device models, as described in the Section 18.2.6.3
on page 444.
18.2.2.3 Phone Management

The SIP Protocol specifies phone management levels to denote the degree to which the
system maintains control over the configuration of the device. Unmanaged devices do not
have their configuration managed by the phone system. Managed devices have their
configuration tightly managed by the system.
ShoreTel 11.1 437

ShoreTel only supports unmanaged SIP devices.
18.2.2.4 Extension Assignment

Extension Assignment is a ShoreWare feature that assigns a ShoreWare extension to a
ShorePhone or a calling device external to the system. Users transfer their extension to the
phones upon which they perform the Extension Assignment transfer. The device from
which the extension is transferred is designated as an Anonymous Telephone if it is a
ShorePhone device.
When a user transfers an extension from a SIP device, ShoreWare recognizes the SIP device
as an anonymous phone until the most recent REGISTER message sent by the phone
expires. When the REGISTER message expires, the SIP device is removed from the IP
phone list. While the SIP device is an Anonymous Telephone, the credentials of the user
previously assigned to the device remain active.
An extension can be assigned to a SIP device through Extension AssignmentExtension
Assignment only after the device becomes an Anonymous Telephone from an earlier
Extension Assignment transfer and before the device is removed from the IP phone list.
The only user that can use Extension Assignment to assign an extension to the device is the
user that previously transferred the extension from the device.
18.2.3 User Features

This section describes the user features supported by SIP extensions.
18.2.3.1 Call Dialing and Initiation

SIP extensions support the following call initiation features:
Make Call: Calls can be made from the phone or from Communicator.
On hook dialing: On hook dialing is supported from Communicator.
Intercom: Intercom calls are initiated from SIP devices by dialing *15 followed by
#.
Intercom calls to SIP extensions are presented as regular calls.
Redial and Speed dial: Redial and Speed dial initiated from SIP extensions through
Communicator operate similar to on hook dialing.
Redial and Speed dial methods differ for each SIP device model. Feature keys on
specific SIP devices may be programmed to support speed dial.
E911: Calls to emergency number 911 from SIP extension sends the user’s
emergency identification or CESID number with the call.
Unregistered SIP phones cannot dial 911 calls.
Dial plans and extension lengths: SIP extensions support all extension lengths
ShoreWare can configure. When the SIP call manager receives an Incomplete
number or an illegally formed number from a SIP device, it returns the SIP
response 484 Address Incomplete or 420 Bad Address, respectively.
Night bell: SIP extensions can ring the night bell by dialing star code *14.
18.2.3.2 Call Handling

Call handling operations provide options for answering or routing incoming calls. SIP
extensions support the following call handling options:
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Answer call: SIP extensions can answer calls only from the phone.
Offering calls can be redirected to Voice Mail, an Automated Attendant, or another
extension through Communicator.
Hang-up: SIP extensions can hang up calls from the phone or from Communicator.
Ring No Answer (RNA): The number of rings that trigger a No Answer response is
specified in the Call Handling Mode definition for each user. When the No Answer
condition is triggered, the SIP call manager redirects the call to the RNA
destination as specified by Director.
Busy: If the user call stack size is smaller than the phone call stack size, calls that
overflow the user call stack are redirected to the busy destination as specified by
Director.
When the user call stack is larger than the phone call stack, the SIP phone reject
overflow calls with SIP response 486 Busy. The switch then redirects the call to the
busy destination as specified by Director.
Forward Always: SIP extensions supports Forward Always. When this parameter is
set, all calls will be forwarded to the destination specified by Director.
Call waiting: The specific call waiting implementation differs for each SIP phone
model. SIP extensions support call waiting to one or multiple simultaneously
offered calls for SIP devices that support this feature.
Call rejection: When the SIP phone rejects the call with 603 Decline response code,
the switch fails the call and play the reorder tone to the phone
Call redirect: If the SIP phone returns 3xx response code, the switch redirects the
call to the user’s RNA destination. If RNA destination is not configured, the reorder
tone is played.
Find Me: SIP extensions support FindMe and Call Message notification.
18.2.3.3 Caller ID
Caller ID is the caller information transmitted to the other party during a voice call.
Caller ID presentation: SIP extensions can display caller name and number.
Caller ID blocking: SIP extensions support CID blocking and Make Number
Private.
Caller ID for Workgroup and Hunt Group agents: The system sends the name of
the Hunt Group or Workgroup with the original caller number while the call rings.
After the call is answered, the system sends the original caller name and number.
18.2.3.4 Call Control

Users perform call control operations to manage their active voice calls. SIP extensions
support the following call control operations:
Hold: Call hold and unhold are performed from the phone. Implementation of the
reminder ring for held calls differs among SIP phone models. This feature is
handled internally by the phone.
Basic transfer: SIP extensions support blind transfers that use REFER. Transfers
using re-INVITE are not supported.
ShoreTel 11.1 439

Consultative transfer: SIP extensions support consultative transfers that use

REFER. Transfers using re-INVITE are not supported.
Park from SIP phone: Calls are parked from SIP extensions by dialing *11 followed
by #.
Unpark on SIP phone: SIP phone users pickup calls parked from their extension
stack by dialing *12 followed by their extension number.
Taking the SIP phone offhook is not sufficient to resume a call parked on the same
extension.
Pickup: SIP extensions pickup calls by dialing *13 followed by #.
Unpark: SIP extensions unpark calls by dialing *12 followed by #.
Conference Calls: Three party conference calls initiated from the phone use the
phone’s resident MCU.
— Three party conferences calls initiated from Communicator uses MakeMe
conferencing.
— MakeMe conferencing is used when a SIP phone joins a conference call.
— Four to six party conference calls are supported using MakeMe and must be
initiated through Communicator.
Call recording: SIP Extension call recordings are supported only for only calls
involving a physical trunk and can be initiated only through Communicator.
Voicemail: SIP extensions reach voice mail by dialing # on the phone or pressing
the Communicator VM button.
MWI: SIP extensions support Message Warning Indicator by using NOTIFY or
SUBSCRIBE/NOTIFY on phone models that support MWI. MWI is configurable
through SIP phone profiles.
Agents: SIP extensions are available for Workgroup and Hunt Group agents.
Bridged call appearance: SIP extensions do not support Bridged Call Appearances.
DTMF: SIP Extensions support DTMF tones as specified by RFC 2833.
Huntgroup busyout: SIP extensions can busyout huntgroups by dialing *18
followed by HG#.
18.2.3.5 Specialty Calls

Specialty calls establish communication between system users during voice calls.
Silent monitor: SIP Extensions cannot initiate this operation. Silent Monitor
cannot be performed on SIP extension phones.
Barge In: SIP Extensions cannot initiate this operation. Barge In cannot be
performed on SIP extension phones.
Whisper Page: SIP Extensions cannot initiate this operation. Silent Monitor cannot
be performed on SIP extension phones.
18.2.4 System Features

SIP extensions support the following system features:
Account codes: Users on SIP extension can be forced to use account codes for
external calls.
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Bandwidth allocation: ShoreWare allocates bandwidth for SIP voice calls.

Backup Auto Attendant (BAA): The SIP call manager switch provides BAA to the
SIP extension. All BAA prompts are played in G.711 format.
Supported Codecs: ShoreWare default settings support negotiation of the
following codecs:
— L16/16000
— L16/8000
— AAC_LC/32000
— PCMU/8000
— PCMA/8000
— G722/8000
— DVI4/8000
— BV32/16000
— BV16/8000
— G729/8000
New codecs can be added to the Supported Codec List. This list is accessed from
Director by selecting Administration -> Call Control –> Supported Codecs from the
main menu.
Fax redirection: Fax calls to SIP extensions are redirected to the site fax redirect
number. SIP extensions do not support T.38.
Music on Hold (MoH): ShoreWare does not provide music on hold to SIP
extensions
Extension Assignment – external devices: SIP extension user can be configured
such that Extension Assignment can be performed from devices external to the
ShoreWare system.
On-Net dialing: SIP extensions can use on-net dialing.
PSTN failover: SIP extensions can be reached via PSTN failover.
Packetization period: The default packetization period for all calls involving SIP
extensions is 20 ms.
Video call: The Allow intersite video calls setting restricts video calls across sites.
ShoreWare does not allocate bandwidth for video calls.
Country Call Progress Tones and Ring Tones: SIP extensions provide call progress
and ring tones for countries supported by ShoreWare.
Language support: SIP extensions provide support for languages as required by the
countries supported by ShoreWare.
18.2.5 User Assignment

ShoreWare can use the extension, DID, or Client User ID to identify or authenticate a user.
The contact name, or the information that is placed in the SIP header for messages from the
device, is constructed from the contact name configured in the SIP device.
The address of record is the IP address by which a user can be reached through the SIP
device. The address of record is from the user name configured in the SIP device.
ShoreTel 11.1 441

This section describes the procedures required to implement SIP extensions.
18.2.6.1 Specifying the SIP Network Elements

The Edit Sites panel supports the following SIP Network configuration tasks for the
specified site:
Defines the IP address for the SIP Proxy and Registrar Server.
Designates the ShoreGear switches that serve as the site’s SIP Proxy and Registrar
servers. Data entry fields are available for designating primary servers and
secondary servers
To configure the SIP Network Elements for a ShoreWare site:
Step 1 Open the Sites list by selecting Administration -> Sites in the Director menu.
Step 2 Open the Edit Site panel, as shown in Figure 18-7, for the desired site by
clicking that site’s link located in the Site column.
Figure 18-7 Configuring SIP Network Elements on the Edit Site panel
The SIP Proxy section, located in the bottom section of the panel, configures
the following parameter settings:
• Virtual IP Address: This parameter defines the IP address of the site’s SIP Proxy
Server and Registrar server. The IP address is independent of the switch that
performs the server functions. SIP extensions require that this parameter is set to a
valid address.
• Proxy Switch 1: This setting designates the switch that performs the site’s SIP server
functions. The drop down menu lists all switches assigned to the site. SIP
extensions require the setting of this parameter.
• Proxy Switch 2: This setting designates the switch that performs the site’s SIP server
functions when the switch specified by Proxy Switch 1 is not available. This
parameter is optional.
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18.2.6.2 Setting the SIP Call Controls

The Edit Call Control Options panel configure SIP parameters for the ShoreWare system.
To configure the SIP Network Elements for a ShoreWare system:
Step 1 Open the Edit Call Control Options panel, as shown in Figure 18-8, by
selecting Administration -> Call Control -> Options from the Director menu.
Figure 18-8 Editing SIP Parameters in the Call Control Options panel
Step 2 Set values for the following call control parameters:

Realm: A realm is a protection domain over which SIP authentication
parameters are specified. For digest authentication, each such domain
defines a set of usernames and passwords, through which access is granted.
The Realm parameter configures the name of the realm to which the site
devices belong.
Resetting the Realm requires a system reboot.
Enable SIP Session Timer: SIP Session Timer measures the timeout period
that determines when devices transmit or receive a RE-INVITE or UPDATE
method to refresh a session still in progress. This timeout informs stateful
proxies that a call remains active.
When Enable SIP Session Timer is selected, the following parameters are
active:
— Session Interval: This parameter specifies the keep alive period for SIP
Sessions when Enable SIP Session Timer is enabled.
— Refresher: This parameter designates the device – the UAC or UAS –
that sends the refresh. The method (RE-INVITE or UPDATE) is
dynamically selected based on the Timer header supported by the SIP
endpoint.
ShoreTel 11.1 443

18.2.6.3 SIP Extension Profiles

A SIP Extension Profile is a ShoreWare record, defined for a specific SIP device, that lists
characteristics, properties, features, and settings for that device. ShoreWare uses SIP
Extension Profiles to monitor and service the SIP devices connected to the system.
ShoreWare supports predefined and user defined profiles.
Predefined profiles are provided by ShoreWare to support generic devices or
devices for which a specific profile is not defined. Although predefined profiles
cannot be deleted or modified, they can be deactivated or superseded by user
defined profiles.
User defined profiles are created through Director and list parameter settings for
specific SIP device models.
SIP Extension Profile List

The SIP Extension Profiles List panel, shown in Figure 18-9, displays the names of all SIP
Extension Profiles on the system. To access the SIP Extension Profile list panel, select
Administration -> IP Phones -> SIP Profiles from the Director menu.
Each row corresponds to a SIP Extension Profile. Table columns list the following profile
parameters:
User Agent: This parameter is the expression ShoreWare uses to identify devices
covered by the profile. ShoreWare compares this expression to the User Agent field
in the header of SIP packets handled by the system.
Enabled: This parameter lists the status of the profile. ShoreWare uses only profiles
Priority: This parameter determines the order by which the profiles are evaluated
against the SIP packet header. Profiles with larger priority values are evaluated
before profiles with smaller priority values.
The User Agent field of successive profiles are compared to the User-Agent field of
the SIP packet header until a match is found. The profile containing the matching
User-Agent field is then used to specify device configuration settings.
Figure 18-9 SIP Extension Profiles List panel
To add a profile, press the New button in the top left corner of the panel.
To remove a profile, select the checkbox that corresponds to the profile to be deleted, then
press the Delete button in the upper left corner of the panel. Predefined profiles cannot be
deleted.
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To edit a profile, open the Edit SIP Extension Profile panel by clicking the name of the
profile to be modified.
Edit SIP Extension Profile

The Edit SIP Extension Profiles panel, shown in Figure 18-10, is the Director list panel
from which parameter settings for the specified profile are configured. The Edit SIP
Extension Profile panel is accessed from the SIP Extension Profile List by adding a new
profile or editing an existing profile. All parameter fields can be edited for User Defined
profiles. Enable is the only parameter that can be modified on predefined panels.
Figure 18-10 Edit SIP Extension Profile panel
Parameters listed on the panel include:

User Agent: This parameter is the index key that ShoreWare compares to the User-
Agent field in the header of inbound REGISTER or INVITE methods handled by
the system.
Priority: This parameter is used to determine the profile that is used when the User
Agent field of multiple profiles match the User-Agent field in the SIP packet header.
Enable: This parameter lists the status of the profile. ShoreWare uses only profiles
System Parameters: This field lists the device characteristics and default settings.
Custom Parameters: The contents of this field list additional device settings or
overwrite default settings listed in the System Parameters field. Supported
parameters include:
ShoreTel 11.1 445

— optionsping: Set this parameter to 1 if the SIP device can process SIP OPTIONS
command. This command is sent to the SIP device as Keepalive message.
— sendearlymedia: Set this parameter is 1 when the SIP device is capable of
receiving “early media”. Some BAA prompts are streamed as early media.
— mwi:
Set to none if the SIP device does not support MWI
Set to subscribe when the SIP device subscribes for message waiting service.
Set to notify when the SIP device will can receive MWI notification without
subscribing for the service.
— 1CodecAnswer: When set to 1, only one codec is set in answer SDP.
— StripVideoCodec: When set to 1, ShoreSIP UA strips video codec from SIP SDP.
— AddGracePeriod: When extra time needs to be added to the expire time for SIP
registrations
— FakeDeclineAsRedirect: When set to 1, response code 603 decline from SIP
endpoint is treated as redirect to CHM destination.
18.2.6.4 Allocating Switch Resources

A SIP extension can be utilized only if an unused SIP Proxy Port is available on a switch
assigned to the site. Proxy ports are allocated through the Edit Switch panel. Figure 18-11
displays the Edit ShoreGear 50 Switch panel.
Figure 18-11 Allocating SIP Proxy Ports
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ShoreGear switches provide two SIP proxy port sources: Built-in capacity and Port
assignment
Built-in capacity: ShoreGear half-width switches, such as the SG-50, provide IP
phone, SIP trunk, and SIP proxy resources that are independent of port switches.
The number of resources varies with each switch model. Each resource unit
supports one IP phone, one SIP trunk, or five SIP Proxies.
The panel in Figure 18-11 indicates that the SG-50 provides 20 resource units. The
resources allocation configured in Figure 18-11 is:
— 10 resources as IP phones
— 5 resources as SIP trunks
— 5 resources that provide 100 SIP proxy ports.
To configure the Built-in resource for SIP Proxy Port allocation, enter the desired
number of IP Phone and SIP Trunk resources in the specified data entry fields. The
remaining resources from the total available are automatically designated for use as
SIP proxy ports.
Port resources: Switch ports can be configured to support 100 SIP proxy ports.
To configure a port for SIP Proxy Port allocation, access the drop down menu of the
desired port in the port section of the panel and select the 100 SIP Phones option.
18.2.6.5 Setting an Extension Password

An extension is enabled for SIP if a value is assigned to the User’s SIP Password parameter.
The SIP Password parameter is located at the bottom of the Edit User: General panel, as
shown in Figure 18-12. Clearing the SIP Password data fields disables the extension from
supporting SIP.
Figure 18-12 Setting a SIP Password
ShoreTel 11.1 447

18.2.6.6 Monitoring SIP Phones

All SIP extension devices on the ShoreWare network are listed on the IP Phone panel in
Director, as shown in Figure 18-13. SIP devices are deleted from this panel when they are
physically removed from the network.
Clicking on the name of a SIP device displays an Edit IP Phone panel for that device. The
Edit IP Phone panel displays, in addition to the information listed on the IP Phones list
panel, the Credential Name, User Name, Contact, and Address of Record for the device.
The only information editable from this panel is the name of the device.
Figure 18-13 SIP devices listed on IP Phones list panel
SIP Register popup

The SIP Register popup, shown in Figure 18-14, displays registration information for the
corresponding device. This popup is accessed by pressing the SIP Registration on the IP
Phones panel.
SIP devices can be manually registered using SIP Registration button on the IPPhones
panel.
Figure 18-14 SIP Register popup panel
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18.3 Integration with 3rd Party Unified Messaging

Systems
ShoreWare allows organizations to integrate with external 3rd party Unified Messaging
(UM) systems. Enterprise organizations who want to take advantage of deploying a
separate voicemail or fax server within the ShoreTel environment can do so with this
release. Once the ShoreTel solution is deployed, organizations can use 3rd party solutions
such as Microsoft Exchange to retrieve their voicemail and send faxes through any ShoreTel
supported UM fax server.
Microsoft Exchange Server 2007 is certified and supported by ShoreTel in ShoreWare 10.1.
Support for integrating the ShoreTel solution with 3rd party UM systems gives enterprise
organizations the flexibility of deploying a separate Unified Messaging (UM) server for
voicemail or fax.
18.3.0.7 General Feature Consideration

Integration with 3rd party UM systems are subject to the following considerations:
Moving ShoreTel users to a 3rd party UM server deletes existing voicemails on the
ShoreTel system. ShoreTel recommends that you save any existing voicemails
before upgrading to ShoreWare.
Communicator and Communicator for Mobile do not support voicemail for MSE
users.
Voicemail with Outlook integration is not available from Communicator.
Message waiting indication is not available in Communicator.
Messaging is available with ShoreTel but the following Voicemail features will not
be available to user when ShoreTel is integrated with 3rd party UM systems:
Any Phone
Find-Me
Escalation Profiles
Switching between ShoreTel and External SIP UM voicemail will result in the
following conditions.
Loss of all existing ShoreTel messages
Callers may need to recreate the PCH rules to reflect the new voicemail
number.
This section describes the procedures required to configure a ShoreTel SIP UM server.
To integrate with 3rd party UM system, you must first configure your ShoreTel SIP server
through ShoreWare Director, and then setup and configure one of the ShoreTel supported
3rd party UM solutions. This section covers configuration of a ShoreTel SIP UM server.
NOTE: SIP UM Servers cannot be added to the system if Always Use 5004 Port is
checked under the Call Control->Options page. Uncheck this flag before proceeding.
NOTE: Enable a ShoreGear switch to be the SIP proxy for the site where you want to add
the SIP UM Server. This switch is referred to as the site proxy switch.
ShoreTel 11.1 449

Configuring the SIP Server

To setup and configure a new SIP unified Messaging server, follow these steps.
Step 3 Click SIP Servers, SIP Servers and select New. The following dialog box is
displayed.
Figure 18-15 SIP Server Info Screen
NOTE: Checking the “Allow Extenal Voice Mail for Extension-Only User” option will
require the ShoreWare External Unified Messaging SIP Link license from ShoreTel.
Step 4 Enter the SIP Server information for the new server.
Table 18-1 displays the IP Server configuration fields and descriptions.
Step 5 Click Save when you are finished.
Field Description
Name Microsoft Exchange SIP Server name.
Site Site where this UM Server will reside. Note that a popup message will
occur if you change the UM Server site later.
Protocol Select SIP transport protocol for SIP UM server. Select TCP for Micro-
soft TCP Microsoft Exchange server.
Host (Name/Address/Domain): IP address or Host name of the SIP Server.
Override Default Port Default port is 5060. If you want to use another value, use this field.
Table 18-1 SIP Server Info Requirements
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Field Description
Allow Ext. Voice Mail for Exten- Enable this if you want to use this server for Voice mails.
sion-Only User
Allow Fax Redirect to This Server Enable this if you want to use this server as Site Fax Server.
Extension Enter a unique extension for SIP UM Server. This should be identical to
the pilot number assigned on the SIP UM Server.
Assigned User Group This is used to provide outbound trunk calling capability from the MSE
server. Please assign a user group with outbound trunk access to this
SIP Server. In case of Exchange server, this user group will be used to
make external calls for these features:
• MS outlook play on phone feature for playing voice mail on external
number.
• Call sender feature to call to an external user who left the voice mail.
SIP Profile Select the right profile from the list, based on your SIP Server. If using
Exchange server, select Microsoft Exchange profile.
Digest Authentication Select from drop down, depending on what is supported by the SIP UM
server. Select none for MSE.
User ID User name for authentication, if enabled.
Password Password for authentication, if enabled.
Table 18-1 SIP Server Info Requirements
Creating a User Group for SIP Server users

After you configure a SIP server, you must create a User Group for SIP server users.
To create a User Group for SIP Server users, follow theses steps.
Step 3 Select User Groups and click New. The following screen is displayed.
Step 4 Select the SIP Server for External Mailbox from the server drop down list.
Step 5 After your selections, click OK in the pop up message window.
Step 6 The Call Handling Mode destinations for this user will now be set to the selected
SIP Server extension.
Creating a User within a User Group for a SIP Server
To create a user within a User Group for a SIP Server, follow these steps.
Step 3 Select User Groups. Select a User Group with SIP server permissions.
ShoreTel 11.1 451

Figure 1 Creating a User within a User Group for a SIP Server
Step 4 Under the License Type field, select Extension Only from the drop-down list.
Step 5 Under the User Group field, select the SIP Server User Group from the drop-down
list.
Step 6 Under the External Mailbox through Server field, select UM Server from the drop-
down list.
NOTE: There is a limit of 24 simultaneously active calls per switch. The active calls are
SIP calls handled by a Shoretel switch that could be voice or T.38 or a combination of
both.
Configuring Your 3rd Party Unified Messaging Server

After you have successfully configured ShoreWare Director, you must setup and configure
your 3rd party UM server. Please contact the ShoreTel Technology Partners Program at
http://www.shoretel.com/partners/technology/certified_partners.html for more information on
configuring ShoreTel supported 3rd Party UM solutions.
NOTE: A Unified Messaging SIP Link license is required for every Unified Messaging
(SIP) server added in ShoreWare Director.
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Chapter 19: Maintenance ShoreTel Administration Guide
C H A P T E R 1 9
Maintenance
This chapter provides information about the maintenance of the ShoreTel system. The
sections in this chapter are:
Overview
Quick Look
Switch Maintenance
Switch Connectivity
Event Log
Services
Event Filters
19.1 Overview
The ShoreTel system provides maintenance information through ShoreWare Director, so
you can check the operational status of a switch, port, server, or service. It also provides
information to resolve an event or error that might occur while the system is running.
Operational status and events are tracked by the system. The information is displayed on
the maintenance pages that you access from the Maintenance link in the navigation frame,
as shown in Figure 19-1.
Figure 19-1 Maintenance Link in Navigation Frame
Maintenance pages include:

Quick Look
Switch Maintenance
Switch Connectivity
Event Log
Services
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ShoreTel Administration Guide Chapter 19: Maintenance
Event Filters
19.2 Quick Look

The Quick Look maintenance page, shown in Figure 19-2, provides a snapshot of the entire
ShoreTel system. It includes information about each site and the corresponding switches
and servers.
Figure 19-2 Quick Look Page
The Quick Look page is described as follows:

Refresh: Click this word, located at top of the panel, right of the Last Updated time,
to update the panel information. The Quick Look panel automatically updates every
60 seconds.
Switches: This area lists all of the sites on your system. Sites without servers are
listed beneath their associated site that has a server. The following is represented
under Switches:
— Site: Clicking the name of a site will bring you to the Maintenance Switches
Summary page. See Figure 19-3.
— TMS Comm: This summarizes the communication state of all switches at the
site. The first number represents switches with which TMS can currently
communicate. The second number is the total number of switches at the site.
— Usage: Shows either an Idle or In Use state.
— Service: This summarizes the service state of all the switches at the site.
Servers: This area lists all of the ShoreWare servers.
— Server: Sites that have a server list the server in bold and a link to the Quick
Look Server Maintenance page is provided. Sites without servers list the
associated server they are served by.
— Status: This summarizes the status of the server.
— Services: This summarizes the status of the ShoreWare services on the server.
— Today’s Events: This summarizes the events that have been recorded in the
event log on the server. See Section 19.3.9.3 on page 466.
Apply this Command to All Switches: Each option initiates restart operations for
all system switches. The restart begins immediately when an option is selected:
— Restart: Select this option to immediately shut down and restart all switches.
Calls that the switches are servicing when this command is selected are lost.
454
— Restart when idle: Select this option to shut down and restart, each switch once
the calls they are currently servicing are completed. Calls that are in place
when this command is selected are allow to completely normally.
— Reboot: This option performs the same operation as Restart.
— Reboot when idle: This option performs the same operation as Reboot when
idle.
19.2.1 Maintenance Switches Summary

The Maintenance Switches Summary page (shown in Figure 19-3) is accessed by clicking
on a site name listed on the Quick Look page. The switches summary lists all ShoreGear
voice switches configured at the site. Switches are identified by name and IP address.
Figure 19-3 Maintenance Switches Summary Page
The Restart All and Restart All When Idle buttons restart all switches. When clicked,
Restart All restarts all switches and discontinues any calls in progress. Clicking Restart All
When Idle restarts each switch only after all calls have ended.
The columns on the Switches Summary page are as follows:
Switch: Clicking a switch name invokes the Switch Maintenance page for that
switch. Clicking a SoftSwitch name invokes the Server Maintenance page. See
Figure 19-14.
IP Phones: This column lists the number of IP phones served by the switch and the
IP phone capacity of the switch, according to the number of ports set to support IP
phones. This information is presented as a ratio: IP phones/capacity.
SIP Trunks: This column lists the number of SIP trunks served by the switch and
the SIP capacity of the switch, according to the number of ports set to support SIP
trunks. This information is presented as a ratio: SIP trunks/capacity.
Bridged Call Appearances: This column lists the number of BCA extensions served
by the switch and the BCA capacity of the switch, according to the number of ports
set up to support BCA extensions. This information is presented as a ratio: BCA
extensions/capacity.
Type: This displays the type of this voice switch:
— 120/24: ShoreGear-120/24 voice switch
— T1: ShoreGear-T1 voice switch
— SW: SoftSwitch on any server
— 60/12: ShoreGear-60/12 voice switch
— 40/8:ShoreGear-40/8 voice switch
— 8: ShoreGear-8 voice switch
— E1: ShoreGear-E1 voice switch (outside USA only)
ShoreTel 11.1 455


MAC Address: This is the switch’s Ethernet address.
Comm: This indicates the number of voice switches with which this switch is
currently communicating. This is expressed as a fraction (# switches
communicating /# total switches).
Clicking the Comm fraction takes you to the Switch Connectivity page, which
provides more detail on each switch’s communication status. See Figure 19-17.
Conference: Indicates the number of conference ports currently in use.
Hunt Groups: Indicates the number of hunt groups on the switch.
Usage: This is the usage state of the switch.
— Unknown—The usage state is unknown. This might be true because
communication between the server and the switch might have been lost.
— In Use—At least one port or IP phone has an active call.
— Off Hook—At least one port or IP phone is off-hook, but no ports are in use.
— Idle—There are no ports or IP phones off-hook or in-use.
Service: This is the service state of the switch.
— Lost Communication—The server lost communication with the voice switch.
Note that the voice switch may be fully operational but the ShoreWare server
cannot see the voice switch due to a networking issue. This also occurs when
the voice switch is powered off.
— Upgrade in Progress—The voice switch is currently being upgraded with a new
software version.
— Restart Pending—A Restart when idle command was issued but the restart did
not occur because ports are still in use.
— Firmware Version Mismatch—The voice switch is running a version of software
that does not match the version on the server. The voice switch continues to
run call control but does not have access to any voice services on the server.
This typically happens on software upgrades after the server was upgraded but
before the voice switches were restarted and upgraded. Note that voice switches
at the same firmware version also continue to operate together.
— Firmware Update Available—This means the server has a new optional version
of firmware available for the voice switch. A voice switch in this state continues
to run call control as well as access the voice services on the server. This state
typically happens when you install a patch on the ShoreWare server. If you
want, or need, the patch to propagate to the voice switches, you must restart
them.
— FTP Booted—This means the ShoreGear voice switch did not boot from FLASH
memory but booted from an FTP server, most likely on the ShoreWare server.
You can correct this problem by rebooting the voice switch. If this does not
correct the problem, please contact ShoreTel’s Customer Response Center.
— Port Out of Service—This means all ports on the ShoreGear voice switch are
out of service.
— IP Phone(s) Out of Service—This means one or more IP phones associated with
the switch are out of service.
456
— Port Out of Service—This means one or more, but not all, ports or IP phones
are out of service on the ShoreGear voice switch. Ports or IP phones typically
go out of service because either someone manually put them out of service or
the call control software automatically put them out of service due to a
signaling problem (for example, the dial tone was not received from the central
office).
— In Service—This means the configured ports or IP phones are ready for service.
The Command drop-down list displays a list of commands, as shown in Figure 19-4. These
commands let you change the service status of voice switch.
Figure 19-4 Switch Operation Commands
The service state of the switch can be changed with the following commands:
Restart: This restarts the voice switch. Active calls are dropped.
This is a forceful way to shed traffic from a voice switch when you are performing a
software upgrade.
Restart when idle: This restarts the voice switch once all ports are idle. All idle
ports are put out of service and remaining ports are put out of service when they go
idle. Once all ports are out of service, the voice switch restarts.
This is a graceful way to shed traffic from a voice switch when you are performing a
software upgrade. Note that active calls are completed but no new calls can be
made or received until the voice switch restarts.
Put in service: This puts all ports on the voice switch in service. Ports already in
service with active calls are not affected.
Put out of service: This places all ports on the voice switch out of service. Active
calls are dropped.
This is a forceful way to shed traffic from a voice switch when you need to replace
the switch.
Put out of service when idle: All idle ports are put out of service and remaining
ports are put out of service when they go idle.
This is a graceful way to shed traffic from a voice switch when you need to replace
the switch.
SoftSwitches only have Restart and Restart When Idle in the command list.
ShoreTel 11.1 457

19.3 Switch Maintenance

Clicking an individual switch name on the Switches Summary page brings you to the
associated Switch Maintenance page. The individual Switch Maintenance pages are very
similar but may vary to some degree. Examples of Switch Maintenance sub-section are
shown on the pages that follow. Each type of switch may show less than all of the details
show.
Figure 19-5 Switch Section of the Switch Maintenance Page
19.3.1 Switch Section

The top of the Switch Maintenance page repeats some of the information on the Switches
Summary page. The Switch Maintenance page also expose the individual ports as well as
more detailed information on the switch operation.
The following is additional state information for ShoreGear-120/24, ShoreGear-60/12,
ShoreGear-40/8, ShoreGear-T1, and ShoreGear-E1:
Fan: Status of the fan, with the following states:
— OK
458
— Slow
— Failed
— Unknown
Switches: 24, 12, 8, T1, E1
Temperature: Status of the temperature, with the following states:
— OK
— Yellow Alarm
— Red Alarm
— Unknown
Switches: 24, 12, 8, T1, E1
Talk Battery Voltage: Status of the Talk Battery Voltage, with the following states:
— OK
— Failed
— Unknown
Switches: 24, 12, 8
Ring Voltage: Status of the Ring Voltage, with the following states:
— OK
— Failed
— Unknown
Switches: 24, 12, 8
19.3.2 Link Section

The ShoreGear-T1 and ShoreGear-E1 uses T1, T1 PRI, or E1 PRI signaling and additional
information is presented on the status of the link and on the status of the PRI D-Channel.
Figure 19-6 displays the Switch Maintenance panel for a ShoreGear T1 switch.
Figure 19-7 displays the Switch Maintenance panel for a ShoreGear 220E1 switch.
The following is the link state information for the SG-T1/E1 and SG-220T1/220E1:
D-Channel (PRI only)
— States: In Service, Out of Service, Unknown
— Commands: Reset, Put in service, Put out of service, Put out of service when
idle
Line Coding
— States: OK, Bipolar Violations, Loss of Signal, Unknown
Framing
— States: OK, Yellow Alarm, Bit Error, Out of Frame, Unknown
Loopback
— States: Off, On, Unknown
— Commands: Turn On, Turn Off
Span
— Commands: Reset, Put in service, Put out of service, Put out of service when
idle.
ShoreTel 11.1 459

Figure 19-6 Link Section of the Switch Maintenance Page (SG-T1)
The following is the link performance information for the SG-T1/E1 and SG-220T1/220E1:
Error Free Seconds: The number of error-free seconds that occurred in the last 15
minutes and 24 hours.
Errored Seconds: The number of errored seconds that occurred in the last 15
Severely Errored Seconds: The number of severely errored seconds that occurred
in the last 15 minutes and 24 hours.
Unavailable Seconds: The number of seconds the server was not available.
Bit Error Rate: Not used.
Out of Frame: The number of times the link has been out of frame in the past 15
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Figure 19-7 Link Section of the Switch Maintenance Page (SG-220E1)
19.3.3 Ports Section

Each Switch Maintenance page has a Ports section, where the configured ports are shown.
The Ports section shows the port number, port description (first and last name or trunk
name), usage state, service state, and available commands. Refer to Figure 19-8.
The following are the port Usage states:
Unknown: The state is unknown, likely because communication between the
server and the switch has been lost.
In Use: The port has at least one active call.
Off Hook: The port is off-hook and has no active calls.
The following are the port Service states:
In Service (green arrow up): The port is in service.
Out of Service (red arrow down): The port is out of service.
On telephone ports, outbound calls cannot be made (no dial tone) and inbound
calls will not be offered.
On trunk ports, outbound calls will not seize the trunk, and inbound calls are not
answered. On loop start trunks, the trunk is seized to emulate a busy condition to
the central office.
Out of Service (operational) (red arrow down): The port is out of service due to a
manual “put out of service” command.
Applies only to trunks. The trunk failed to seize. The switch automatically attempts
to seize the trunk on a periodic basis. When successful, the trunk is automatically
put back in service.
The following are the port Commands:
ShoreTel 11.1 461

Figure 19-8 Ports, Hunt Groups, and Details Sections of Switch Maintenance Page
Reset: Resets the port (puts the port out of service then automatically back in
service). Active calls are dropped.
Put in service: Puts the port back in service.
Put out of service: Puts the port out of service. Active calls are dropped.
Put out of service when idle: Puts an idle port out of service and puts an in-use
port out of service when it goes idle.
19.3.4 Hunt Groups Section

Double-clicking on a Hunt Group on the Switch Maintenance Page shows the Hunt Groups
edit page. You can use the Command drop-down to busy out a hunt group or return it to
normal service from this page
This section shows the number of Hunt Groups configured on the Switch, The information
provided in the Hunt Groups section includes:
Extension: The extension number of the hunt group.
Description: The text name of the hunt group.
462
Figure 19-9 Changing State of a Hunt Group
Usage: The current usage state of the hunt group: Idle or Normal
Service: Current service state of the hunt group: In Service, Out of Service,
Unknown
Command: Choose between Normal or Make Busy. Selecting Make Busy idles out
the Hunt Group.
19.3.5 IP Phone Maintenance

The ShoreGear-120/24 Switch Maintenance screen has an additional section for IP phones.
It shows how many IP phones are connected through the switch and the capacity of the
switch. ShoreGear-120/24 switches can support as many as 120 IP phones, the ShoreGear
60/12 can support up to 60 IP phones, and the ShoreGear-40/8 can support up to 40 IP
phones.
Phones: Lists the number of IP phones on the switch.
Usage: The current usage state of the IP phones: Idle or Normal
Service: Current service state of the IP phones: In Service, Out of Service,
Unknown
You can perform several functions on the IP phones connected to the switch by double-
clicking the IP Phones Maintenance link. Figure 19-11 shows the IP Phones Maintenance
page.
You can view the service history of a phone by clicking on its name from the IP Phone
Maintenance page.
19.3.6 SIP Trunks Section

The Switch Maintenance screen has an additional section for SIP trunks. This section shows
how many SIP trunks are connected through the switch and the capacity of the switch.
Trunks: Lists the number of SIP trunks on the switch.
Usage: The current usage state of the trunk group: Idle or Normal
Service: Current service state of the trunk group: In Service, Out of Service,
Unknown
19.3.7 Details Section

The following additional information is provided in the Details section:
Last Boot Time: The last time the switch booted.
Boot Source: Flash, FTP boot, or unknown boot source.
ShoreTel 11.1 463

Figure 19-10 IP Phones Section of Switch Maintenance Page
Figure 19-11 IP Phones Maintenance Page
Connect Time: The last time the server re-established a connection with the
switch.
Boot ROM Version: The boot ROM version number. Recommended 2.0.x.x or
higher.
464
Figure 19-12 SIP Trunks Maintenance Page
Firmware Version: The firmware version number the voice switch is running.
CPU Board Version: The version number of the switch’s CPU board.
Telephony Board Version: The version number of the telephony board.
Ethernet Negotiation: The rate at which the voice switch negotiated the Ethernet
interface. Ethernet states include:
— 10: Half-Duplex
— 10: Full-Duplex
— 100: Half
— 100: Full
19.3.8 ShoreGear-T1 PRI and ShoreGear-E1 PRI Maintenance

When you click the name of a ShoreGear-T1 switch configured for PRI of the ShoreGear-E1
on the Switches Summary page, the Switch Maintenance page shown in Figure 19-13
appears.
19.3.9 Quick Look Server Maintenance—Main Server

Click a server from the list on the Quick Look Server Maintenance page. The main server is
shown in Figure 19-14. It is divided into three sections: Status, Services, and Events.
19.3.9.1 Quick Look Server Status Area

The information displayed in the Status areas is as follows:
TAPI States:
— OK—The TSP on the main server knows that the applications on the server
have logged into TAPI
— Lost TAPI—The TSP on the main server knows that the applications on the
server are not logged into TAPI.
SMTP Send States:
— OK—The SMTP messages for the server are leaving.
— Failed—The SMTP outbound queue on the server is not sending e-mail
messages. The SMTP transport is used to send voice messages between voice
mail servers.
19.3.9.2 Quick Look Server Services Area

The Services area provides details about the ShoreWare services areas shown in Table 19-1.
Clicking the ShoreWare service name takes you to a page use for starting or stopping that
service, as shown in Figure 19-15.
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Figure 19-13 ShoreGear-T1 PRI or ShoreGear-E1 PRI Switch Maintenance Page
19.3.9.3 Quick Look Server Events

The Quick Look Events area provides a quick summary of event activity and lists all events
that have been logged during the last two days—Today and Yesterday. Clicking the
Application Log icon takes you to the Application Event Log maintenance page. See Section
19.6 on page 470 for more information.
The information displayed in the Quick Look Events area includes:
Date: The day the event was reported: Today or Yesterday.
Errors: The number of errors that were reported. Errors require your immediate
attention.
Warnings: The number of warning messages that were reported. Warnings alert
you to potential errors.
466
Figure 19-14 Quick Look Main Server Maintenance
Name Description Details

ShoreTel-ACC ShoreWare Account Codes This service collects call information by account
Collection Server code and reports call activity in the call detail
reports.
ShoreTel-CDR ShoreWare Call Accounting This service records call accounting information,
call queueing data, and media stream data.
ShoreTel-CSISSVC ShoreWare CSIS Server This service manages communications between the
server and ShoreTel Communicator.
ShoreTel-DTASSvc ShoreWare Distributed Telephony This service provides connectivity between
Application Service applications and instances of distributed TMS.
ShoreTel-DRS ShoreWare Distributed Routing This service allows the ShoreTel system to scale
Service beyond 60 switches.
ShoreTel-EventWatch ShoreWare EventWatch Server This service monitors the event log and delivers e-
mail notifications on certain events.
ShoreTel-IPCS ShoreWare IP Phone This service automatically configures IP phones as
Configuration Service they are inserted into the system.
ShoreTel-IPDS ShoreWare IP Phone Display This service manages the IP phone display.
Service
ShoreTel-MailServ ShoreWare Voice Mail Message This service is part of the ShoreWare Voice Mail
Server system.
Table 19-1 ShoreWare Service Areas
ShoreTel 11.1 467

Name Description Details

ShoreTel-PortMgr ShoreWare Voice Mail Port This service is part of the ShoreWare Voice Mail
Manager system.
ShoreTel-SoftSwitch ShoreWare Software Telephony This is the ShoreWare call control software
Switch running the server generally used to host virtual
users.
ShoreTel-TMS ShoreWare Telephony This service provides the telephony platform for
Management Server ShoreWare applications and services.
ShoreTel-Vmail ShoreWare Voice Mail This service is part of the ShoreWare Voice Mail
Application system.
ShoreTel-WGSvc ShoreWare Workgroup Server This service manages workgroups and queues.
ShoreTel-Zin ShoreWare Database Management This service manages and updates the ShoreWare
Service database.
Table 19-1 ShoreWare Service Areas
Figure 19-15 Service Maintenance Page
Informational: The number of informational messages that were reported.

Informational messages provide the status of a service, switch, or port.
19.3.10Quick Look Server Maintenance—Distributed Servers

The Quick Look Distributed Server Maintenance page is shown in Figure 19-16. This page
is hosted on a web site on the distributed server. The information provided is a subset of
the main server maintenance page, since not all ShoreWare services run on the distributed
server.
19.4 Switch Connectivity

The Switch Connectivity page (Figure 19-17) lists all ShoreGear voice switches when
Distributed Routing Service (DRS) is disabled. When DRS is enabled, the switch
connectivity table is organized by site.
The Switch Connectivity page includes the following:
Connectivity Grid: The following indicators provide information about the listed
switch:
— Green (C) indicates that the switch is connected and communicating with
other switches in the system.
— Yellow (U) indicates that the switch connectivity is unknown because it cannot
communicate with TMS.
— Red (N) indicates that the switch has lost communications with the server.
468
Figure 19-16 Quick Look Server Maintenance—Distributed Server
Figure 19-17 Switch Connectivity Page
ShoreTel 11.1 469

For more detailed information about a switch, place the mouse cursor over the connectivity
cell in question and status information is displayed in the status bar at the bottom of your
browser.
19.5 Conference Ports

The Conference Ports page shows the number of ports currently being used for
conferencing and the number of free ports allocated for conferencing for each site in the
system. The number of Make Me Conference calls active at each site is also shown. As with
the Quick Look page, clicking on an entry in the Site column displays the Maintenance
Switches Summary page described earlier in this chapter (refer to Figure 19-3).
Figure 19-18 Conference Ports Page
There are two main section displayed on the Conference Ports page. The first is data about
in-use ports and the second is data about free ports.
In-Use
— Active Calls: Lists the number of calls active on the ports at a site
— Ports: The number of ports that are in use at each site.
Free
— Ports: The number of ports that are free at each site.
— Percent: The percentage of total ports at a site that are currently free.
19.6 Event Log

All events are reported to and viewed from the System Event Log and Application Event Log
maintenance pages. To refresh these pages, click the refresh link. Clicking the Quick Look
link takes you to the Quick Look maintenance page, described in Section 19.2 on page 454.
Figure 19-19 displays an Application Event Log.
Figure 19-20 displays a System Event Log.
ShoreTel system events can also be viewed with the Windows Event Viewer.
Event categories for ShoreWare sources are reported to the applications log, in the
following categories:
Event Watch
Java Client
Java Server
Notification
470
Figure 19-19 Application Event Log panel
Port Mapper
Software Telephony Switch
Switch
System Management Database
System Management Interface
Voice Mail Application
Voice Mail Message Server
Voice Mail Port Mapper
Workgroup Server
19.6.1 Viewing Event Reports

To view an event report, click an entry in the Date column on the Services or Application
Event Log page. The associated Event Info page is invoked as shown in Figure 19-21.
ShoreTel 11.1 471

Figure 19-20 System Event Log Page
The Event Info page provides the following information, from which you can ascertain the
severity of the event:
Source reporting the event
Category of the event
Event number
Event description
Date and time
Event type (error, warning, or information)
Clicking the Go back link takes you back to the top-level event log (System or
Application) page.
472
Figure 19-21 Event Info Page
19.7 Services
The Services maintenance page, shown in Figure 19-22, lists all the services that reside on
the server. It includes the name of the service, its description, and its operational status
(running, not running, or paused).
To refresh the page, click the refresh link. Clicking the Quick Look link takes you to the
Quick Look maintenance page, described in Section 19.2 on page 454.
Green, upward-pointing arrows indicate that the service or application is running. Red,
downward-pointing arrows indicate that the service or application is not running or
paused.
19.7.1 Service Maintenance Page

To start a service that is not running or paused, click the service name to invoke the Service
Maintenance page, shown in Figure 19-23.
From this page you can start or stop the service by clicking the Start or Stop button.
Clicking the Quick Look link takes you back to the Quick Look maintenance page,
described in Section 19.2 on page 454. Clicking the Go back link takes you back to the
Services page.
19.8 Event Filters

Event filters specify the criteria for which e-mail notifications are sent after an event has
been reported. The Event Filters list page, shown in Figure 19-24, displays a list of event
filters that you create. You invoke this page by clicking Event Filters from under the
Maintenance link in the navigation frame.
The Event Filters list page provides the following information:
Source: The name of the event source.
Category: The category for the source.
Event ID: The event number that is assigned to the filter.
Type: The event type that is assigned to the filter.
Server: The server that the event filter runs on.
ShoreTel 11.1 473

Figure 19-22 Services Panel
Figure 19-23 Service Maintenance Panel
Email: The e-mail address that the filter reports to.

To view the parameters of an existing event filter, click its name in the Source column.
474
Figure 19-24 Event Filters List Panel
19.8.1 Event Filter Parameters

The Event Filter edit page, shown in Figure 19-25, lets you create new and edit existing
event filters. To add a new event filter, click add new on the Event Filters list page, or click
New or Copy on the Event Filter edit page.
Figure 19-25 Event Filter Edit Panel
The parameters on the Event Filter edit are as follows:

Server: This is the server that the event filter runs on. Click All or choose a server
from the drop-down list.
Source: These options define the event source for the filter. Select from the
following:
— ShoreWare—Notifies about ShoreWare events. The associated drop-down list
lets you select the ShoreWare category. Selecting Any reports events about all
ShoreWare categories.
— Services—Notifies about any non-ShoreTel service.
— Other—Notifies about any event source.
Category: This lets you select a category when the Services or Other option is
selected.
Event ID: This lets you select the event identification number that is referenced in
the e-mail notification.
Type: These options let you select the severity type:
— Error—Requires immediate attention.
— Warning—Alerts to potential errors.
— Information—Provides status of service, switch, or port.
ShoreTel 11.1 475

— All—Notifies about all three types.

Target E-mail Address: This is the e-mail address of the intended system
administration or technical support entity.
19.8.2 Editing and Creating Event Filters

To create or edit an event filter:
Step 1 Open the Event Filters List panel by selecting Maintenance -> Event Filters in
the Navigation frame.
Step 2 To editing an existing filter, click the filter’s name on the Event Filters page.
To create a new filter, click Add new.
Step 3 Click All or choose a server from the Server drop-down list.
Step 4 Select a source by clicking the ShoreWare, Services, or Other option.

Sources may have more than one filter associated with them, depending on
how you set the criteria. For example, the Shoretel Event Watch service might
have two or more filters, each having different event types assigned to them.
Step 5 Select a source and category based on the following:

If the ShoreWare option is selected, select an event category from the
Category drop-down list or select Any for all.
If Services is selected, select a service from the drop-down list, as well as a
category.
If Other is selected, enter a service name, as well as a category.
Step 6 Enter an event number from the Event ID drop-down list or select Any.
Step 7 Select an event type by clicking the Error, Warning, Information, or All option.
Step 8 Enter an e-mail address in the Target E-mail Address field.
Step 9 Click Save to save the service’s filter criteria.
19.9 Database Maintenance

ShoreWare uses MySQL to manage the ShoreWare configuration and CDR databases
residing on the Headquarters server. MySQL databases support the UTF-8 character set. All
ShoreWare configuration and CDR data is stored in UTF-8 format.
19.9.1 MySQL Services

19.9.1.1 Monitoring MySQL Service
ShoreWare reports MySQL service status on the Main Server Maintenance window. To
access the Main Server Maintenance window, select Maintenance -> Quick Look, then
perform one of the following:
Click the first site on the list, typically named Headquarters, and click the name of
the Soft Switch.
476
Click the name of the Main Server, typically named Headquarters Server.
Figure 19-26 indicates the position of the MySQL service monitor on the Main Server
Maintenance panel. To restart the MySQL service, access the MySQL Command drop down
menu on the right side of the panel and select Start.
Figure 19-26 MySQL Service Monitor and Command – Main Server Maintenance panel
19.9.1.2 Browsing MySQL Database Tables

MySQL provides a query browser for viewing the database tables. The browser is available
at http://dev.mysql.com/downloads/gui-tools/5.0.html
ShoreTel does not support MySQL tools or any problems arise from using these tools.
19.9.1.3 Compatibility with Backup and Antivirus Utilities

Running a virus checker or a backup utility (disk or file) on a MySQL database file causes
the MySQL service to crash.
When running these utilities, the MySQL database file (c:\Shoreline Data\Call
Records 2\Data\[ibdata1, ib_logfile*]) and the folder C:\windows\temp must be
included in the exclusion list.
19.9.2 MySQL Backup and Restore Utilities

MySQL provides utilities for backing up, restoring, and replicating MySQL databases. The
following sections describe the processes for performing these functions.
19.9.2.1 Database Backup

The following command stores a backup copy of the ShoreWare configuration database:
(ShoreWare Path)(Command Path)\mysqldump.exe --user=root --
password=shorewaredba --add-drop-database --routines --single-
transaction --port=4308 --databases [database_to_backup]>
[backupfile.sql]
where
— (ShoreWare Path) is the location where ShoreWare was installed
— (Command Path) is the location of mysqldump.exe in the installation directory
— backupfile.sql specifies the proposed location of the created backup file.
— db_name is either shoreware or shorewarecdr:
shoreware is entered to backup the configuration database
ShoreTel 11.1 477

shorewarecdr is entered to backup the CDR database

Example: To backup the configuration file where:
ShoreWare is installed at C:\Program Files\ShoreLine Communications\ShoreWare
Server
mysqldump.exe is located at C:\Program Files\ShoreLine
Communications\ShoreWare Server\MySQL\MySQL Server 5.0\bin\
the backup is to be placed at C:\shoreware_Bkup.sql
the password is shorewaredba
Execute the following command line:
C:\Program Files\Shoreline Communications\Shoreware Server\MySQL\MySQL
Server 5.0\bin\mysqldump.exe --user=root --password=shorewaredba --add-
drop-database --routines --single-transaction --port=4309 --databases
[database_to_backup]> [backupfile.sql]
OR change directories, then run the executable:
>cd C:\Program Files\Shoreline Communications\Shoreware
Server\MySQL\MySQL Server 5.0\bin\
>mysqldump.exe --user=root --password=shorewaredba --add-drop-database -

-routines --single-transaction --port=4309 --databases
[database_to_backup]> [backupfile.sql]
MySQL provides documentation on database backup at:

http:/dev.mysql.com/doc/refman/5.0/en/disaster-prevention.html
19.9.2.2 Database Restore

The following command restores a backup copy of a ShoreWare configuration database as
an active database:
(ShoreWare Path)\\(Command Path)\\mysql -u [username] -p [password]
[database_to_restore] < [backupfile.sql]
where
— (ShoreWare Path) is the location where ShoreWare was installed
— (Command Path) is the location of the mysqldump.exe within the installation
directory
— backupfile.sql specifies the location of the backup file to be restored.
To restore a configuration file where:
ShoreWare is installed at C:\Program Files\ShoreLine Communications\ShoreWare
Server
mysql.exe is located at C:\Program Files\ShoreLine Communications\ShoreWare
the backup is located at C:\shoreware_Bkup.sql
the password is shorewaredba
Execute the following command line:
C:\Program Files\Shoreline Communications\Shoreware
Server\MySQL\MySQL Server 5.0\bin\mysql.exe --user=root --
password=shorewaredba --port=4308 [database_to_restore]<
[backupfile.sql]
478
OR change directories, then run the executable:

>cd C:\Program Files\Shoreline Communications\Shoreware
>\mysql.exe --user=root --password=shorewaredba --port=4309

[database_to_restore]< [backupfile.sql]
19.9.2.3 Database Replication

MySQL provides a built in database replication tool. Refer to the following for information
on setting up the database replication:
http://www.howtoforge.com/mysql_database_replication
Refer to the following for tools, and add-ons that can assist in database replication:
http://solutions.mysql.com/solutions/tools?type=25
The database replication tool is provided by MySQL. ShoreTel does not provide support for
MySQL database replication.
19.9.2.4 Database Compacting

When database records are deleted, MySQL does not return the space recovered from the
deletion. This results in a database that continues growing as records are added and
replaced.
ShoreTel provides a compacting script that recovers unused space that was abandoned
when records were deleted. Because the databases are not available during compaction, the
script should only be run during scheduled maintenance activities.
To run the MySQL compacting script, open a Windows command prompt and executed the
following script:
Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server
5.0\bin\CompactMySQLData.wsf
The script accepts one optional command line argument – the shoreware cdr archive
database name. When this argument is not specified, the script uses the default name of
shorewarecdrarchive. This argument is required only if the archive database name
differs from the default.
ShoreTel 11.1 479

480
Chapter 20: System Recovery ShoreTel Administration Guide
C H A P T E R 2 0
System Recovery
20.1 Introduction
This chapter describes methods and tools that protect your system against computer
failure. System recovery procedures provided or supported in this chapter include:
Backup: Saves a copy of Headquarters, Distributed, or Voicemail Model Switch files to a
specified location.
Restore: Restores ShoreWare server files previously saved by a Backup operation.
The Backup and Restore procedures in this chapter stop server operation, performs the
backup or restore, then resumes server operation.
Failover: Transfers control of a ShoreWare server to a redundant computer.
Failover is the system function where, upon the failure or abnormal termination of the
active server, system control is automatically transferred to a redundant or standby
server, normally without human intervention or warning.
ShoreTel recommends Double-Take to provide failover protection for ShoreWare
servers. For complete information on implementing Double-Take failover protection,
refer to the Double-Take application notes on at the ShoreTel website.
20.2 Backup and Restore

20.2.1 Description
20.2.1.1 Back Up
Backup saves a copy of server files which restores the server to a known state. ShoreTel
provides script files that perform all required steps to back up Headquarters, Distributed,
and Voicemail Model Switches. Each server type requires a different backup script.
In addition to starting backup operations by running a script file from the Command
Prompt, you can use MS Scheduler to initiate periodic, unattended backup operations.
Server activity must be stopped before backing up files to prevent corruption caused from
modifying files during its backup. The procedures provided by ShoreTel stop the server
before the backup and restarts the server after the backup is complete. ShoreTel
recommends backing up files during scheduled down times or periods of light activity.
When backing up an entire system, ShoreTel recommends starting with the Distributed
Servers. The Headquarters Server can remain operational while backing up files on one or
more Distributed Servers. You can simultaneously back up multiple distributed servers.
After the Distributed Servers are completed, then back up files on the Headquarters Server.
This operational order minimizes the down time of the Headquarters server.
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ShoreTel Administration Guide Chapter 20: System Recovery
20.2.1.2 Restore
Restore returns a server to a previously known state by copying a set of server files
previously created through the backup procedure to server directories. ShoreTel provides
script and batch files that perform all necessary steps to restore Headquarters and
Distributed servers and the server component of Voicemail Model Switches. Each server
type requires different restore procedures.
You can restore all servers for which backup file exist or restore only selected servers.
Operations and files received on a server after the backup was created are lost when files
are restored to the server. When restoring a Headquarters server, all files on Distributed
Servers that do not require restoring remain intact; however, voice mail received for
mailboxes created since the backup was created may be lost regardless of the server upon
which they reside.
Server activity must be stopped while files are restored to a server. The procedures provided
by ShoreTel stops the server before the restoring the files and restarts it after the restoration
is complete. Files must be restored to the directory direction from where they were stored.
When restoring an entire system, ShoreTel recommends restoring the Headquarters Server
first, to establish a functioning system as soon as possible. After the Headquarters Server is
restored, you can restore Distributed Servers while the Headquarters Server is active. This
operational order minimizes the down time of the Headquarters server.
Files can only be restored to the server from which they were backed up. Backup files from
the Headquarters server can restore only the Headquarters Server. For systems with more
than one Distributed Server, backup files are not interchangeable between the servers.
20.2.2 Backup and Restore Requirements

20.2.2.1 Protected Server Files
Backup and Restore operations protect the following ShoreWare Server folders and files:
Headquarters Server
— /inetpub/mailroot
— /intepub/ftproot
— /windows/my.ini
— /shoreline data
— /MessageFiles
— /Prompts
— /Scripts
— /SoftSwitch
— /Templates
— /Call Records 2
— /Database
— /Logs
— /Vms
Distributed Server
— /shoreline data
— /MessageFiles
— /Prompts
— /SoftSwitch
— /Templates
— /Logs
— /Vms
482
Voicemail Model Switch

— /cf
— cfg.dat
— ShoreTel.cfg
20.2.2.2 Location of Script Files

ShoreTel provides Backup and Restore scripts and support files at:
<SRoot>\Shoreline Communications\ShoreWare Server\Scripts\Sample_Backup_Restore
where <SRoot> designates the folder where the ShoreWare Servers files were installed. In a
normally installed system, <SRoot> is C:\Program Files
20.2.2.3 Backup File Location

Backup and Restore script files specify the directory to where the back up files are stored
and from where they are retrieved. You can customize the storage location by modifying the
script files. The default folder for Headquarters and Distributed backup files is:
C:\Shoreware Backup\Backup.
Voicemail Model Switch backup and restore procedures are initiated from a computer that
1. hosts the Headquarters server or a Distributed server
2. can establish an SSH connection to the Voicemail Model Switch
Backup files for the Voicemail Model Switch are stored on the computer that initiated the
backup operation. The default location of these backup files is
C:\Shoreware Backup\VMBBackup\VMB_<ip address>
where <ip address> is the Voicemail Model Switch address. When a backup operation stores
files from multiple VM Model Switches, one VMB_<ip address> is created for each switch.
Example: A backup procedure stores files from three Voicemail Model Switches, with IP
addresses of 10.1.1.50, 10.1.1.52, and 10.1.1.60. After the back up is complete, the
computer from where the procedure was initiated stores the server files in the following
three directories:
C:\Shoreware Backup\VMBBackup\VMB_10.1.1.50
Examples of backup file folders in this chapter were generated with the backup location set
to the default value.
20.2.2.4 Main Scripts

The script files that initiate backup and restore operations, respectively, are
shoreware_backup.wsf [server_type] [all | db | vm | log]
shoreware_restore.wsf [server_type] [all | db | vm | log]
— The first argument specifies the server type:
hq – Headquarters server
dvm – Distributed Voice Mail server
vmb – Voicemail Model Switch
You must designate one server type.
— The second argument specifies the server component
ShoreTel 11.1 483

db – database (not valid if the server_type = dvm or vmb)

vm – voicemail (not valid if server type = vmb)
log – log files (not valid if server type = vmb)
all – database, voicemail, and log files
You must designate at least one value.
— Switches
/v – verbose mode
20.2.2.5 Convenience Scripts

ShoreTel provides the following batch files that backup the complete set of server files for
the specified server type:
hq_backup_all.bat
dvm_backup_all.bat
vmb_backup_all.bat
ShoreTel provides the following batch files that restores the complete set of server files for
the specified server type:
hq_restore_all.bat
dvm_restore_all.bat
vmb_restore_all.bat
20.2.2.6 Support Files

ShoreTel provides the following files that support the core backup and restore scripts and
batch files:
common.vbs – contains the VBS library file for common code
plink.exe – a command line tool for executing commands on a remote machine
pscp.exe – a tool that transfers files securely through an SSH connection
sw_backup_restore.ini – configuration file for backup and restore
20.2.2.7 Estimated Completion Time

The following is an estimate of time required by ShoreWare Backup procedures:
Clean System (No VM or CDR)
— Total – 379 secs
— Backup VM – 2 secs
— Backup CDR– 35 secs
Loaded System (VM: 100 messages/13.5 MB – CDR: 500,000 calls)
— Restore VM – 21 secs
— Restore CDR – 104 secs
The following is an estimate of the time required to Restore ShoreWare Server files:
Clean System
— Backup VM – 3 secs
— Backup CDR – 32 secs
Loaded System (VM: 100 messages/13.5 MB – CDR: 500,000 calls)
— Restore VM – 22 secs
484
— Restore CDR – 98 secs
20.2.2.8 Modifications for Non-Standard Installations

The scripts perform backup and restore operations for computers where the operating
system and ShoreWare are installed on the C: drive. Backup and restore script for other
configurations require adjustments to a registry setting.
To configure a system to backup and restore files on a non-standard configuration, perform
the following:
Step 1 Access sw_backup_restore.ini
Step 2 Set Windows.Install.Drive to the drive where the OS is installed

Example: If Windows is installed on D drive, set Windows.Install.Drive = C:
Step 3 Point Shoreware.Scripts.Root.Directory to the drive where ShoreWare is installed.
Step 4 Point PLINK.CMD and PSCP.CMD to the drive where ShoreWare is installed.
20.2.3 Backup and Restore Procedures

The following sections list the batch files that comprise the backup procedures for the
Headquarters server, Distributed server, and Voicemail Model Switch. These files store the
backup files to a location specified by sw_backup_restore.ini; storing files to a different
backup location requires a change to this .ini file. The computer registry specifies the
installation folder of the ShoreWare system and data files; the Backup procedure references
this file to determine the location of the files being backed up.
20.2.3.1 Setting Up an Alternate Storage Folder

The following procedures stores the backup data in the following file directory:
C:\Shoreware Backup\Backup\Shoreline Data
This location is specified by the following lines in sw_backup_restore.ini:
[Backup Options]
Backup.Drive = C:
Backup.Root.Directory = \Shoreware Backup\Backup
Backup.ShoreWare.Directory = Shoreline Data\
Backup.Archive.Size = 2 ; folders
To store the backup files to a different drive, change the second line:
Backup.Drive = C:
To store the backup files to a different directory, change the third and fourth lines:
Backup.Root.Directory = \Shoreware Backup\Backup
Backup.ShoreWare.Directory = Shoreline Data\
20.2.3.2 Establishing a Connection to a Voicemail Model Switch

VM Model Switch Backup and Restore operations are performed from a Headquarters or
Distributed Server by establishing an SSH connection between the servers. Before backing
up or restoring Voicemail Model Switch files, the following data must be added to system
files on the server from where the operations are initiated:
ShoreTel 11.1 485

RSA key of the VM Model Switch must be cached to the server’s registry
VM Model Switch address to the VMB.ip.list in the server’s sw_backup_restore.ini file.
To cache the RSA key of the Voicemail Model to a server’s registry:
Step 1 Open the Command prompt on the server
Step 2 Run plink <ip address> in the command prompt, where <ip address> is the ip
address of the Voicemail Model Switch.
plink.exe is available on the internet; ShoreWare includes plink.exe, in the default
configuration at the following location
C:\Shoreline Data\Database\Scripts\Sample_Backup_Restore.
The program returns a message indicating the storage status of the RSA key in the
server’s registry. Figure 20-1 displays the messages if the key is not present.
Step 3 If the key is not cached to the registry, press y when prompted.
Figure 20-1 displays the messages prior to and after the RSA is cached.
C:\Shoreline Data\Database\Scripts\Sample_Backup_Restore.>plink 10.1.1.242
The server's host key is not cached in the registry. You have no guarantee that the server is
the computer you think it is.
The server's rsa2 key fingerprint is: ssh-rsa 2048
08:b0:43:35:fd:21:1b:c2:6b:27:b4:3f:a9:f7:be:2d
If you trust this host, enter "y" to add the key to PuTTY's cache and carry on connecting.
If you want to carry on connecting just once, without adding the key to the cache, enter "n".
If you do not trust this host, press Return to abandon the connection.
Store key in cache? (y/n) y
login as: ^C
Figure 20-1 Caching the registry key by using plink.
To store a VM Model Switch address to the VMB.ip.list in the server’s

sw_backup_restore.ini file:
Step 1 Use Notepad or another text editor to open sw_backup_restore.ini
Step 2 Add the following code block to the opened file:

[VMB]
VMB.user = root
VMB.password = ShoreTel
VMB-Backup.Folder = VMB
VMB.ip.list = <ip address 1>, <ip address 2>, ... , <ip address n>
where <ip address x> represents the ip address of the Voicemail Model Switch
whose files will be saved or restored from the server.
Example: Assume a server is to save or restore files from three VM Model Switches,
located at 10.1.1.24, 10.1.1.25, and 10.1.1.26. Then the VMB.ip.list line should be:
VMB.ip.list = 10.1.1.24, 10.1.1.25, 10.1.1.26
Step 3 Save and close the file.
486
20.2.3.3 Backing up Server Files
Manual Backup
To back up ShoreWare server files, enter one of the following file names in a Command
Prompt window, as shown in Figure 20-2.
Figure 20-2 Command Prompt window
To perform a complete backup of a server, enter one of the following:

hq_backup_all.bat
dvm_backup_all.bat
vmb_backup_all.bat
Routines for a Headquarters and Distributed server are initiated from the computer
hosting the server. The Voicemail Model Switch routine is initiated from a computer
configured as described in Section 20.2.3.2.
To backup a partial server, enter the following with the options listed in Section 20.2.2.4:
cscript shoreware_backup.wsf [server_type] [all | db | vm | log]
Examples:
Back up all Headquarters Server files – cscript shoreware_backup.wsf hq all
Back up Headquarters database and VM files – cscript shoreware_backup.wsf hq db vm
Back up Distributed log and voicemail files – cscript shoreware_backup.wsf dvm db log
Back up all Voicemail Model Switch files – cscript shoreware_backup.wsf vmb all
Scheduled Backup
The following procedure uses Microsoft Scheduler to schedule periodic backup operations:
Step 1 Open the Scheduled Tasks window, as shown in Figure 20-3.
Figure 20-3 Scheduled Tasks Windows
ShoreTel 11.1 487

Open this window by pressing the Start button and selecting Programs ->
Accessories -> System Tools -> Scheduled Tasks.
Step 2 Open the Scheduled Task Wizard by double-clicking the Add Schedules Task icon
in the Scheduled Tasks window.
Step 3 Step through the first two Scheduled Task Wizard panels, shown in Figure 20-4:
Panel 1: Press the Next button
Panel 2: Specify the file to be executed by pressing the Browse button, navigating to
the folder containing the backup batch file.
In the default ShoreWare installation, the batch file is located in the following
folder: C:\Shoreline Data\Database\Scripts\Sample_Backup_Restore
Panel 1 Panel 2
Figure 20-4 Scheduled Task Wizard – Panels 1 - 2
Step 4 Step through the next two Scheduled Task Wizard panels, shown in Figure 20-5.
Panel 3: Verify the correct file name is listed in the data entry field, then select the
desired execution frequency.
Panel 4: Select the desired time, frequency, and start date.
Panel 3 Panel 4
Step 5 Step through the last two Scheduled Task Wizard panels, shown in Figure 20-6.
Panel 5: If necessary, enter the user name and password for the user running the
batch file.
488
Panel 5 Panel 6
Panel 6: Verify the backup parameters are correct, then press the Finish Button to
display the Scheduled Task window, shown in Figure 20-7.
Figure 20-7 Scheduled Tasks window with Backup Task
Step 6 Verify the Scheduled Tasks window displays the Backup file name, then close the
window by select File -> Close from the main menu.
20.2.3.4 Restoring a Server

To back up ShoreWare server files, enter one of the following file names in a Command
Prompt window, as shown in Figure 20-2.
To restore all files that were stored in the most backup, enter one of the following:
hq_restore_all.bat
dvm_restore_all.bat
vmb_restore_all.bat
The Headquarters and Distributed server routines are initiated from the computer that
hosts the servers. The Voicemail Model Switch routine is initiated from a computer that
has been configured as described in Section 20.2.3.2.
To perform a partial restoration of a server, enter the following, using options described in
Section 20.2.2.4:
cscript shoreware_restore.wsf [server_type] [all | db | vm | log]
Examples:
Restore all available Headquarters Server files – cscript shoreware_restrore.wsf hq all
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Restore Headquarters database and voicemail files – cscript

shoreware_restrore.wsf hq db vm
Restore Distributed log and voicemail files – cscript shoreware_restrore.wsf dvm db log
Restore all Voicemail Model Switch files – cscript shoreware_restrore.wsf vmb all
20.2.3.5 Log Files

Log files display the commands that are performed during Backup and Restore operations
at SwBackupRestore.log. By default, Windows maintains three log files.
20.3 Failover Support

Failover Support improves system compatibility with supported failover solutions for the
Headquarters Server by implementing primary and secondary IP addresses to distinguish
the Headquarters server from its backup.
The server located at the primary IP address performs as the Headquarters server
during normal operation.
The server located at the secondary IP address performs as the Headquarters server
after a failover operation.
ShoreTel system components access the server at the primary IP address during normal
conditions and the secondary server under failover conditions when requesting services
from the Headquarters server.
Implementing the secondary server requires an additional Headquarters server license.
20.3.1 Configuring Primary and Secondary IP Addresses

The primary and secondary IP addresses are configured on the Edit Server panel for the
Headquarters server, as shown in Figure 20-8. To access the Edit Server panel, open the
Application Servers List by selecting Administration -> Application Servers from the Main
Menu, then select the Headquarters Server on the list. On the Edit Server panel, the Host IP
Address parameter configures the Primary IP address.
To convert a system to single Headquarters Server mode, remove the address from the
secondary IP address field, then reboot the Headquarters server.
When the primary and secondary servers are in different subnets, their IP addresses must
be static.
The DNS server accessed by a ShoreTel system must associate the same server name to the
primary and secondary servers if
The primary and secondary servers are configured with static IP addresses.
and
The HQ server supports MCM clients or clients on Citrix or Windows Terminal
servers.
The primary and secondary Headquarters server cannot be running and connected to the
network at the same time.
490
Figure 20-8 Designating Primary and Secondary IP Addresses
20.3.2 Conditions during the Failover and Failback Operations

ShoreWare performs a failover operation when the primary server fails to transfer
Headquarters server functions to the secondary server. After the failover operation is
complete, the secondary server performs all Headquarters server functions.
The administrator can initiate a failback operation to restore Headquarters server function
to the primary server. After the failback is complete, the system structure that existed
before the failback operation is restored.
Failover and failback operations typically require between five to 20 minutes, depending on
the system configuration. During these periods, no Headquarter server services are
available. Failover and failback operation effects are resolved after the operations are
complete and the secondary (for failover) or primary (failback) server is functioning as the
Headquarters server.
Failover and failback operation effects on Communicator include:

Users configured on the Headquarters server lose most connectivity capabilities,
including telephony and video. IM connectivity is not affected.
Users configured on distributed servers maintain all connectivity capabilities.
Configuration changes are unavailable.
Users logging into Communicator while the secondary server controls the system must
specify the IP Address of the secondary server.
Refer to the Communicator User’s Manual for instructions on specifying the server IP
address.
Failover and failback operation effects on voicemail include:

Sites that receive voicemail through the Headquarters server lose voicemail access.
Mailboxes lose access to any voicemail that is routed through the Headquarters server.
Sites that receive voicemail from distributed servers retain voicemail access.
ShoreTel 11.1 491

Failover and failback operation effects on other system components include:

Account Code and Workgroup services are not available.
Director, Web Client, and Communicator configuration changes are not available.
If DRS is enabled, intersite calls are unavailable to users residing on sites whose only
access to a DRS server is through the Headquarters’ DRS.
20.3.3 System Failover Conditions and Requirements

After the failover operation is complete, the secondary server performs all distributed
server and application connectivity activities managed by the Headquarters server. The
following sections describe required administrator tasks after the failover operation.
20.3.3.1 License Compliance

After a failover operation transfers Headquarters server control to the secondary server,
license status on the secondary server is non compliant. To restore the system to
compliance, reinstall all licenses that were originally purchased for the secondary server.
20.3.3.2 MCM Failover Requirements

To assure proper MCM client operation and performance after a Failover or a Failback, the
browser cache must be cleared. The system administrator should send messages to all
MCM clients after a failover operation advising them to clear the browser cache on their
devices.
20.3.4 System Failback Conditions and Requirements

After the failback operation is complete, the primary server resumes all distributed server
and application connectivity activities managed by the Headquarters server. The following
sections describe required administrator tasks after the failback operation.
20.3.4.1 License Compliance

After a failback operation transfers Headquarters server control to the secondary server,
license status on the secondary server is non compliant. To restore the system to
compliance, reinstall all licenses that were originally purchased for the secondary server.
20.3.4.2 MCM Failback Requirements

To assure proper MCM client operation and performance after a Failback, the browser
cache must be cleared. The system administrator should send messages to all MCM clients
after failback procedures advising them to clear the browser cache on their devices.
492
Chapter 21: Reporting ShoreTel Administration Guide
C H A P T E R 2 1
Reporting
This chapter provides information about the reporting capabilities of the ShoreTel system.
The sections in this chapter are:
Overview
Reports
Options
21.1 Overview
The ShoreTel system provides reporting information through ShoreWare Director, so you
can generate Call Detail Record (CDR) reports via Director, or you can modify the
reporting options. The information is displayed on the reporting pages that you access from
the Reporting link in the navigation frame, as shown in Figure 21-1.
Figure 21-1 Reports Page
Reporting pages include:

Reports
Options
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ShoreTel Administration Guide Chapter 21: Reporting
21.2 Reports
Director is used to generate web-based Call Detail Record (CDR) reports from a local host
or a remote server.
To generate reports from a local host:
Step 1 Log into director by entering http://localhost/ShoreWareDirector/login.asp
Step 2 Access the Reports page by selecting Reporting -> Reports in the menu panel
To generate reports from a remote site:
Step 1 Log into director by entering http://<remote_address>/ShoreWareDirector/

login.asp, where <remote_address> is the IP address of the system you are
accessing.
Step 2 Access the Reports page by selecting Reporting -> Reports in the menu panel
The Reports page, shown in Figure 21-2, generates web-based Call Detail Records (CDR)
reports. This page is the primary method of accessing and viewing the CDR data in the
MySQL database.
Reports can be run from ShoreWare Director. After the report has been generated, it can be
printed, exported, and navigated interactively, similar to compiled reports. Details:
No more than two users should run reports at the same time. Having more than
two people generating reports simultaneously could adversely impact system
performance.
The content and layout of all existing reports are essentially unchanged relative to
the compiled reports that existed in versions prior to ShoreTel 7, except for the
following:
— Enhancements associated with WG overflow
— Ability to report on internal calls for User reports
— Ability to report on LAN calls for Media Stream reports
The ability to generate web-based CDR reports is part of the ShoreTel offering and
is associated with the changeover from the Microsoft JET database management
system to the MySQL database management system. See Section 21.3 on page 498
for information on porting over existing CDR data to the new MySQL format if you
are upgrading to ShoreTel 7 (or higher) from a prior release, and if you want this
old CDR data to appear in the web-based reports.
21.2.1 Reports panel

21.2.1.1 Reports section
Please Select the Database: This drop-down menu lists the active and archive
databases from which you can generate reports.
Please select the report you want to run: This drop-down lists all of the different
types of reports that can be run. Options are:
— Account Detail Report
— Account Summary Report
— WAN Media Stream Detail Report
— WAN Media Stream Summary Report
496
Figure 21-2 Reports Page
— Trunk Activity Detail Report

— Trunk Activity Summary Report
— Workgroup Queue Summary Report
— Workgroup Service Level Summary Report
— User Activity Detail Report
— User Activity Summary Report
— Workgroup Agent Detail Report
— Workgroup Agent Summary Report
Refer to Section B.3 on page 484 for more information.
21.2.1.2 Parameters Section

Enter the account code(s) you want to report on: Account codes are typically used
to assist ShoreTel users in the billing of their clients (e.g.. a law firm tracking the
length of a call). Enter the account code(s) that corresponds to one or more clients
in the field provided and click the Add button to enter the number.
Enter the extension, or range of extensions, you want to report on: Enter a single
extension or a range of extensions in the fields provided to generate a report on
only those extensions. You can also leave the fields blank to run the report on all
extensions. You can enter an upper or lower extension and then select the No
lower value or the No upper value radio button and to run a report on all
extensions up to a specified extension.
ShoreTel 11.1 497

Enter the date range you want to report on: Click on the Calendar icon to select a
Start of Range date and/or a End of Range date in the fields provided to generate a
report on only those extensions.
Select the No lower value radio button and the No upper value radio button to run
a report on run a report on all valid dates for which the system has CDR data.
Enter the time range you want to report on: Click on the Start of Range radio
button and use the drop-down menus to select the start time for the report. Click
the End of Range radio button and use the drop-down menus to select the outside
time limit for the report.
Select the No lower value radio button and the No upper value radio button to run
a report on run a report on all hours within the specified dates.
21.3 Options
The Reporting Options page (shown in Figure 21-3) is accessed by clicking on the Options
link under Reporting.
The ShoreTel system supports the ability to send CDR data out a serial port on the main
ShoreWare server. The Reporting Options page allows a system administrator to designate
which COM port to enable. CDR data is subsequently sent out this port (in addition to
being sent to the regular text file and/or a database). Sending the CDR data out the serial
port does not change the formatting.
Figure 21-3 Reporting Options Page
The Reporting Options Page is described as follows:

Refresh this page: Click this link to update the information displayed on the page.
The Reporting Options page automatically updates every 60 seconds.
COM Port for CDR Output: Select the desired COM port on the headquarters
server when CDR data will be sent. The default value is none, with a valid range of
1 – 10.
Retention Period for CDR Archive: This value ranges from 1 day to 2000 days.
Default value is 125 days.
Retention Period for CDR Data: This value ranges from 1 day to 2000 days.
Default value is 125 days.
498
Enable Archiving: Select this check box to enable archiving.

Archive Database Name: Enter the name of the archive database. Saving the name
of the database will not create the archive database; a separate utility must be used.
See Section 21.5.1 on page 500 for details on creating an archive database.
Archive Database IP Address: Enter the IP address of the server where the archive
database is stored.
Select Language Variant: The field specifies the Asian Font that is supported on the
computer running Director. Refer to Section 21.4 for more information.
21.4 Supporting Asian Fonts

Ascender Corporation provides four font files (Arial Unicode for ShoreTel, Arial Unicode
for ShoreTel Bold, Arial Unicode for ShoreTel Italics, and Arial Unicode for ShoreTel Bold
Italics) for three languages: Japanese, Simplified Chinese, and Traditional Chinese. Only
one set of files – supporting one language – can be installed on a computer at any time.
To install a font on a machine where web reports are required, perform the following:
Step 1 Open the Edit Reporting Options panel by selecting Reporting -> Options from
the Directory Main Menu.
Figure 21-4 displays the Edit Reporting Options panel.
Step 2 Select the desired language from the Select Language Variant drop-down menu.
Step 3 Press the Install Fonts button.

ShoreTel installs the requested font set on the computer.
Figure 21-4 Reporting Options panel
Chinese Traditional font is installed on the Headquarters server by default. Access reports
from a client machine or using a different Asian font requires a font installation through the
Reporting Options panel.
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21.5 Configuring Send CDR Out SMDR Interface

The ShoreTel system captures Call Detail Records (CDR) in a database in a text file format.
However, for legacy call accounting systems that cannot read CDR from a database, the
CDR data can also be delivered via a Station Messaging Detail Record (SMDR) serial port
on the main ShoreWare server by designating a COM port.
Details:
Formatting of the CDR data remains the same, regardless of whether it is sent out
the COM port or written to the database.
The application should auto-detect the serial port configuration by extracting
information about the status of the serial port configuration (e.g. baud rate) from
the Windows registry.
The feature will be disabled by default and must be enabled by selecting a COM
port.
If the serial port should become unavailable through an event such as becoming
locked by extremely high volumes of traffic, the CDR data will be queued in a
buffer for 300 seconds to help prevent the loss of data. If the serial port returns to
service within the 300-second time period, the streaming will resume.
To designate a COM port in order to Send CDR Out SMDR Interface via ShoreWare
Director:
Step 1 From the Reporting page, click on the Options link.
Step 2 Click on the COM Port for CDR Output drop-down menu and select the
desired port on the headquarters server, as shown below:
Figure 21-5 Selecting the desired COM port
Step 3 Click Save to store your changes. Once the COM port configurations have been
saved, the system will begin directing CDR data to the SMDR port as calls move
through the system.
21.5.1 Creating the Archive Database

The following procedure describes the process of creating a separate (optional) archive
database using the MakeCDRArchive.exe command line utility.
Step 1 To run this utility, verify that the following required files are located in the same
directory:
500
MakeCDR.dll
MakeCDR.sql
MakeCDR_sp.sql
Archive.ini
By default, the installer puts them at the following location on the headquarters
server:
C:\Program Files\Shoreline Communications\ShoreWare Server
following command:
MakeCDRArchive -d databasename
databasename is the name of the archive database to be created. The
database name must be the same as the name created on the Options page.
If no name is defined, the default name of shorewarecdrarchive will be
created within the following directory:
C:\Shoreline Data\Database
Records from main database will be archived to the archive database when the
services start up and every night at approximately 12 a.m.
21.5.2 Setting up Archive DB on Remote Server

1. Remote server should be NON-ShoreTel server.
2. MySql Sever version should be - 5.0.68
3. ODBC driver should be installed - ODBC driver version should be 5.1.5
21.5.2.1 Upgrading Archive DB on Remote server

1. MySql Sever version should be - 5.0.68
2. ODBC driver should be installed - ODBC driver version should be 5.1.5
3. Archive DB should be upgraded. The following procedure describes the process of
upgrading archive database using the MakeCDRArchive.exe command line utility.
Step 1 To run this utility, verify that the following required files are located in the same
directory:
• MakeCDR.dll
• MakeCDR.sql
• MakeCDR_sp.sql
• Archive.ini
By default, the installer puts them at the following location on the headquarters server:
C:\Program Files\Shoreline Communications \ ShoreWare Server
following command:
MakeCDRArchive -d databasename
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Databasename is the name of the archive database to be updated. The database

name must be the same as the name created on the Options page.
502
Appendix A: ShoreTel Administration Guide
A P P E N D I X A
Emergency 911 Operations
The following sections are included in the chapter:

Overview
Feature Operation
Selecting Caller ID Type for 911 Calls
Configuring Your System
International Emergency Numbers
Verifying Your 911 Configuration
Additional Recommendations
A.1 Overview
This chapter explains the chain of events in the call flow when a 911 call is placed. This
chapter also provides instructions for configuring your ShoreTel system to ensure that
emergency services are dispatched to the correct location. And finally, the chapter tells you
how to select which of the various pieces of caller ID information will be used to identify
callers when a 911 call is placed.
A.1.1 How 911 Calls Work

Figure A-1 displays a simple 911 call-flow scenario.
Figure A-1 Simplified 911 Call Flow Scenario
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ShoreTel Administration Guide Appendix A:
The following is a description of the call flow depicted in Figure A-1.

1. A 911 call is placed from an office and is routed through the ShoreTel equipment to an
outbound trunk. Caller ID information is provided by the PBX (for PRI trunks) or by
the service provider (for non-PRI trunks).
2. The Public Switched Telephone Network (PSTN) forwards the call to the service
provider’s Central Office (CO).
3. The CO then passes the call to a Public Safety Answering Point (PSAP). This is the
location of the emergency services dispatcher.
4. The dispatcher at the PSAP gets a “screen pop” which displays information contained in
a 911 database. The database contains a mapping between the caller ID number and the
geographic location of the caller.
5. The dispatcher sends emergency response personnel to the calling party’s location.
For 911 calls placed from residential or a single-site businesses, determining the location of
the calling party is fairly simple and straightforward. However, when dealing with large
offices and campus environments, your 911 configuration can get complex. If you are
maintaining a configuration that has many remote sites, it is imperative that you do the
following:
keep your 911 information current with your PSAP
work with your service provider to find out what kinds of caller ID information they
will accept
work with the local PSAP to ensure that any changes in your 911 configuration (i.e.
names, phone numbers, locations of the members) are mirrored in the PSAP’s database
A.1.2 Roles and Responsibilities

Each participant in a 911 call has a different role to fill and a different set of responsibilities
to handle.
The role of the PBX is to:

route the call out the proper trunk
pass the correct caller ID number to the CO (PRI only)
The role of the CO is to:

work with the customer to ensure the correct caller ID number is passed to the PSAP
pass the “billing number” of the trunk to the PSAP if no other caller ID number is
specified
The role of the PSAP is to:

host a database that maps the caller ID numbers to the physical location of the users
receive 911 calls
display information about the calling party to a dispatcher
send the proper emergency response personnel to the caller’s location
The role of the customer (i.e. you) is to:
502
decide which type of caller ID information best fits your needs for 911 calls
work with the service provider to verify that they will accept your preferred type of
caller ID information
communicate any changes to your 911 configuration to ensure the PSAP is current
A.1.3 Selecting a PS/ALI Service Provider

In addition to working with your local PSAP to provide accurate logistical information, we
also recommend subscribing to a PS/ALI (Private Switch/Automatic Location Information)
service provider.
A PS/ALI service provider maintains a database that stores specific address information for
each extension or DID on your system. Subscribing to PS/ALI services ensures that accurate
ANI (automatic number identification) information is passed to the PSAP in the event of an
emergency call, and prevents the ambulance from showing up at the wrong building!
A subscription to a PS/ALI service provider is particularly recommended in situations
where a ShoreTel system is deployed in an environment where a single PRI is used to serve
multiple locations (for example, if a single PRI is used for several schools in the same
district). In such environments, it is possible for a user to make an emergency call from one
of the elementary schools and have the emergency crews dispatched to the wrong location.
This can happen if the local trunks are busy and the call gets routed across an analog trunk
and across the WAN to the first available PRI, which might be at one of the other schools in
the district. With no PS/ALI database to provide accurate information about the origination
of the call, the emergency services providers see the call originating at the wrong
location.While the correct phone number is sent to emergency services, the association is
with the PRI instead of the school where the call originated.
This critical error can be prevented if a PS/ALI database is in place. Such a database
(maintained by a PS/ALI service provider) can identify the location associated with a
specific DID.
Note that ShoreTel does not provide PS/ALI service. Please contact your local Telco carrier,
who should be able to provide a list of PS/ALI service providers (e.g. RedSky, 911 Enable
and Teltronics, etc.).
A.2 Feature Operation

A.2.1 Digit Collection for 911 Calls
A ShoreTel user who dials 911 or <access_code> + 911 will be routed to a 911-capable
trunk.
If the user dials an access code followed by 911, digit collection terminates immediately
and the call is routed to a 911-capable trunk.
If the user forgets to dial an access code before dialing 911, the system waits five
seconds before routing the call to a 911-capable trunk. This pause has been introduced
to eliminate accidental calls to 911. Most systems use an access code of 9 for outbound
calls, making it easy for a user to mistakenly dial 911 on a long-distance call by adding
an extra 1 before the area code (for example, if he or she dialed the following number
9-1-1-408-555-1212). If additional digits are entered after 9-1-1 during the five-second
timeout period, the system will consider it a dialing error and the calling party will hear
a reorder tone.
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A.2.2 Ensuring Proper Routing of 911 Calls

Call permissions are ignored when a 911 call is placed to ensure that a user can dial 911
from any extension on the system, regardless of the permissions associated with that user
or the extension from which he or she is calling.
Once the user dials 911, the call leaves the extension, arrives at the switch, and is routed to
any available 911-capable trunk at the originating site. If the user belongs to a user group
that does not have access to any 911-capable trunks, then the call will not be placed.
WARNING: When adding users to the ShoreTel system, make sure each user is placed in
a user group that has access to a 911-capable trunk group. If a user is placed in a user
group that does not have access to a 911-capable trunk (e.g. a user group with long
distance trunks only), members of that user group will not be able to dial 911, and they
will get a reorder tone when attempting to do so.
To better understand this, you must realize that users are placed into user groups when
added to the ShoreTel system. The user groups are assigned to trunk groups, and these
trunk groups have different capabilities, one of which is the ability to place 911 calls. If a
user belongs to only one user group, that group must have access to a 911-capable trunk. It
is crucial that each site have at least one 911-capable trunk.
For details on adding users to a user group that has access to a 911-capable trunk, see
Section 10.3 on page 219.
Always confirm with your service provider that a trunk supports 911 calls. In some
instances, this may not be the case (for example, with long-distance trunks). If the trunk
does not support 911, be sure to un-check 911 as an available service in the associated
trunk group in Director.
If you have mistakenly set up a site that has no available 911-capable trunks, 911 calls will
be routed to the 911-capable trunk at the proxy site if one has been designated. By routing
the call to a proxy site, the ShoreTel system is making a "last ditch" attempt to place the
911 call. This failover behavior can be unreliable and should not be relied upon to ensure
that users on your system can dial 911. If you use the "parent as proxy" configuration,
make sure the boundary between the two sites never traverses geographic locations that
would send a 911 call to the incorrect 911 service provider. For example, if improperly
configured, a caller in Houston could pick up a phone, dial 911, and reach a 911 service in
Boston because the system was configured to have the Boston site as the parent of the
Houston site with "parent as proxy" checked.
Each site should have at least one 911-capable trunk. If there will only be one trunk at a
particular site, that trunk should be capable of placing a 911 call. You should also be aware
that if there is only one trunk at a site, only one 911 call can be placed at a time. Therefore,
you should make sure you have enough 911 trunks at each site to accommodate the
(realistic) potential 911 traffic for that site.
WARNING: If ShoreTel VPN phones are to be deployed in locations that are different
from the site with which they are associated, placing a 911 call from a ShoreTel VPN
phone needs special consideration.
In the default case, a 911 call dialed from a VPN phone will be sent to the PSAP
associated with the site that hosts the switch and VPN concentrator. The 911 call would
be answered but likely by a response center that is out of area for the VPN phone user
which could delay or prevent an appropriate response.
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ShoreTel strongly recommends that you deploy a 3rd party solution that can send a
VPN phone's emergency call to the appropriate response center. Otherwise you should
clearly mark VPN phones to alert users that 911 calls should not be attempted from such
phones and you should educate your VPN phone users about the 911 limitations of the
VPN phone.
A.2.3 Trunk Signaling for 911 Calls

When a 911 call is routed out an analog or digital loop-start or a digital wink start trunk,
the service provider is responsible for passing caller ID information to the PSAP.
When a 911 call is routed through a T1 PRI trunk, the ShoreTel System sends the proper
caller ID information to the service provider, and the service provider must forward the
information to the PSAP.
Contact your local telecommunications service provider to communicate your 911
implementation plans and have them approved. It is important to ensure that the service
provider will accept, and subsequently pass to the PSAP, the caller ID information
configured within the ShoreTel system. In some cases, without proper planning, a provider
will reject the caller ID information as configured in the ShoreTel system and will simply
pass the caller ID information associated with the trunk to the PSAP. If this happens, the
dispatcher may get a number telling them to go to the wrong location.
User’s have a “home port” defined in ShoreWare Director. If a user is not at his home port,
it could change the caller ID number delivered to the service provider on 911 calls.
For mobile workers who travel between sites, the user must have access to a 911-capable
trunk at every site. In remote locations, the user should use the 911 trunk associated with
that remote location.
A.3 Selecting Caller ID Type for 911 Calls

There are a number of different caller ID choices available within ShoreWare that can be
used by the PSAP to identify callers when they place a 911 call. The list below summarizes
the available choices for sending the caller ID to the service provider for 911 calls. Options
are listed in the order of precedence, meaning that if the first item on this list is not
configured within the ShoreTel system, then the next piece of information on the list will
be sent. Additional details about each of these caller ID options appears after the list.
1. User’s Caller ID number
2. User’s Direct Inward Dialing (DID) number
3. Caller’s Emergency Service Identification ID (CESID) for an IP address range
The CESID is the telephone extension that a switch sends to a Public Safety Answering
Point (PSAP). A CESID helps to locate callers who require emergency 911 services.
4. CESID of the controlling switch
5. CESID of the site
6. Nothing sent by ShoreTel system (the service provider sends the caller ID number
associated with the trunk)
For details on selecting the best choice for your situation, refer to Section A.3.1.
If you are configuring a system in the Netherlands, please see Section A.6.1 on page 514.
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A.3.1 Available Caller ID Options

User’s Caller ID number – Each user can be assigned a caller ID number that will identify
him during outbound calls. This caller ID number is typically used for outbound calls from
the ShoreTel system when you do not want the receiving party to know the calling party’s
DID number. For example, an ACD agent may use caller ID to ensure that returned calls
will go to a queue of sales agents, rather than directly to his desk. Similarly, this caller ID
number can be sent to the service provider to identify the user when he places an outbound
911 call. The user’s caller ID number is a very specific way of identifying the location of an
individual user and is therefore likely to become less accurate over time as the PSAP’s 911
database becomes out of date. Sending the CESID for outbound 911 calls is best for smaller
organizations (see Figure A-2) and is defined on the User Edit page. You must select the
“Send Caller ID as Caller’s Emergency Service Identification” check box on the user group
page.
In the scenarios described above and below, the user’s caller ID number will only be sent
when the user is at his home port. If the user is not at his home port, then the next available
caller ID type is sent.
User’s DID number – The DID number (Direct Inward Dialing) is the number someone
dials from outside the ShoreTel system to reach a user at her desk. The DID is what most
people would consider to be a “normal” telephone number. This DID number can be sent
to the service provider to identify the user when she places an outbound 911 call. Although
this is the most granular way of identifying users, it is also the most likely to become out of
date in the PSAP’s 911 database as people come and go. Sending the DID number for
outbound 911 calls is most appropriate for smaller organizations (see Figure A-2) and is
defined on the User Edit page. You must select the “Send DID as Caller’s Emergency Service
Identification” check box on the user group page.
Figure A-2 Caller ID Options for Small Offices
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CESID of the Specified IP Address Range – The CESID of an IP address range can also be
delivered to the service provider during outbound 911 calls. A single CESID number is
assigned to a range of IP addresses such that any IP phone that has an IP address that falls
within the specified range will have this CESID sent for outbound 911 calls. This option
works best for identifying a phone in an office that has many floors and many extensions.
Typically, a specific IP address range is configured for each floor of a building so that all
users on that floor use the same CESID for 911 calls.
If a DHCP server is present, an IP phone will automatically receive an IP address within the
specified range when it is connected to the network.
Sending the CESID for a specified IP address range for outbound 911 calls works best for
larger organizations where simply identifying the site’s street address would not provide
enough information for an emergency response team to locate the caller (see Figure A-3).
Furthermore, this option offers the best flexibility, the highest accuracy, and is the least
likely to become out of date in the PSAP’s 911 database. This option is defined on the IP
Phone Address Map page.
Figure A-3 IP Address Mapping – Best for Larger Offices
CESID of the controlling switch – Similar to the previous option, the Caller’s Emergency
Service Identification ID (CESID) of the controlling switch can also be sent to the service
provider during outbound 911 calls. With this option, a CESID number is assigned to a
phone switch and for any phone plugged into this switch, the switch’s CESID is sent for
outbound 911 calls. This option is best for larger organizations in which users are calling
from analog phones (see Figure A-3). Using the IP Phone Address Map method will not
work with analog phones. This approach ensures that the emergency response team is sent
to the approximate vicinity of the calling party. This option is defined on the Switch Edit
page.
Site (Caller's Emergency Service Identification (CESID) – This option delivers the CESID
associated with the site to the service provider during 911 calls. This approach might not
be granular enough for larger enterprises, but it could work well for single-site
ShoreTel 11.1 507

organizations or for situations in which it would be adequate to provide the emergency

response personnel with a building address. This option is defined on the Site Edit page.
(See Figure A-4).
Figure A-4 Send the Site CESID for Medium-Sized Offices
Table A-1 shows several common customer scenarios and provides recommendations for
how E911 should be configured, along with reasons why that is the preferred
configuration.
Rules and regulations for E911 vary from one region to the next.Check with the local
public safety agency to ensure you configure the system to meet the necessary
requirements.
Scenario Note
Small site with analog trunks • No 911 configuration necessary

College dormitory rooms • Emergency response personnel must be dispatched to a specific room
(with PRI) • Consider sending Caller ID or DID (we recommend turning off
extension assignment for this application)
Classroom • Emergency response personnel must be dispatched to a specific room
(with PRI) • Send DID or Caller ID (Consider turning off extension assignment)
Multi-building campus or • Caller ID or DID may be too granular with too much management
office complex overhead
(with centralized PRI) • Consider using IP phone address mapping and/or the switch CESID
Large building with multiple floors • Caller ID or DID may be too complex
(with PRI) • Consider using IP phone address mapping and/or the switch CESID
SoftPhones or travelling user • Use home phone or hotel phone for 911 calls
Table A-1 E911 configuration options
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Scenario Note
Remote IP phones • Dial 911 with home phone

(with PRI at headquarters) • Use the IP phone address map (home CESID) as a backup
VPN Phone – Fixed Location • Remote worker install phone once, then never moves it
• Configure Caller ID of phone to reflect geographic location. One option
is setting Caller ID to be identical to worker’s home phone number
VPN Phone – Variable Location • Remote worker uses phone when traveling from various locations
• Use home phone or hotel phone for 911 calls.
Table A-1 E911 configuration options
A.4 Configuring Your System

The following subsections provide information for configuring your ShoreTel system for
proper Emergency 911 operation.
A.4.1 Trunk Groups

Make sure you have an outbound trunk group with outbound access that also supports the
911 trunk service. If there is no 911-capable trunk group configured, you should create one
on the appropriate Trunk Group edit page (see Figure A-5). See Chapter 7, starting on page
139, for trunk group configuration information.
Figure A-5 Trunk Group Edit Page (T1 PRI Trunk Group)
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As a precaution, you should review all other trunk groups to make sure that the 911 check
box is not inadvertently enabled on a trunk that is not 911-capable.
A.4.2 User Groups

Make sure each user group has access to a 911-capable trunk group. You can select the
desired 911 Caller ID choice on the User Group edit page.
To send the Caller ID as the CESID number, verify the Send Caller ID as Caller’s
Emergency check box is selected.
To send the DID as the CESID number, verify the Send DID as Caller’s Emergency
check box is selected.
See Section 10.3 on page 270 for more information about configuring user groups.
Make sure you give access to trunk groups at other sites in case users in the group use the
Extension Assignment feature from another site.
Figure A-6 User Group Edit Page
A.4.3 Users
Make sure the Caller ID field is configured if you are sending Caller ID as CESID for this
user. Similarly, make sure the DID check box is selected (and contains a valid number in
the DID field) if you are sending DID as CESID for this user.
Verify each user belongs to the correct user group. Use the Edit User page (Figure A-7) to
associate users with the appropriate user group. See Section 10.4 on page 272 for more
configuration information.
You cannot configure any user (including workgroups or route points) with a 911, 911x, or
911xx extension. These extension ranges are reserved for the 911 feature operation.
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Figure A-7 Edit User Page
A.4.4 IP Phone Address Map

Use the IP Phone Address Map (Figure A-8) to assign a CESID to a range of IP addresses.
See Section 3.3 on page 68 for more configuration information.
Figure A-8 IP Phone Address Map
A.4.5 Switch
Use the Switch edit page (Figure A-9) to configure a CESID number for a switch for
outbound 911 calls. See Section 5.4.2 on page 93 for more configuration information.
A.4.6 Sites
Use the Site edit page (Figure A-10) to configure a site’s CESID number. See Chapter 3,
starting on page 67, for additional configuration information.
In the United States and Canada, make sure the Emergency Number field is set to 911. The
emergency number is configurable by site since it can vary by country.
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Figure A-9 Switch Edit Page
Figure A-10 Site Edit Page
A.5 Planning Your Emergency Response

When a 911 call is made, the system automatically generates an event in the Windows
event log at the beginning of the call. With the use of an event filter, you can automatically
send an e-mail message to the appropriate people in your organization to help coordinate
your local response (i.e. at the organizational level) whenever 911 is dialed.
We recommend training the personnel at all sites on the emergency operations of your
ShoreTel IP voice system. All users should know how to access 911 emergency services
during normal and power outage situations.
A.5.1 Call Notification

You can set up an event filter to generate an e-mail message to help coordinate your
emergency response. Use the Event Filter edit page (Figure A-11) to configure the event
filter for the following parameters:
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Source: ShoreWare
Category: Switch
Event ID: 1319
Type: All
Target Email: Email addresses or an email distribution list
See Section 19.8 on page 473 for more configuration information.
Figure A-11 Event Filter Edit Page
Figure A-12 shows a typical logging message that would result after a 911 call was placed –
assuming notifications had been properly configured.
Figure A-12 911 Event Log
We suggest naming your switches with location information such that you can understand
which site the call was made from.
A.6 International Emergency Numbers

The ShoreTel system allows dialing of emergency numbers with and without trunk access
codes. For this reason, you should reserve the dialing plan space for this feature. For
example:
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“112” is used in Europe and other countries.

“000” is used in Australia.
“999” is used in Asia.
Thus, to make use of this feature, extensions should not begin with “112”, “911,” or “999”.
Note that extensions should never begin with “0”.
Each site can have a maximum of ten emergency numbers to accommodate locations where
multiple emergency service numbers are required.
For more information on international installations, see the ShoreTel Planning and
Installation Guide.
A.6.1 Special Considerations for Netherlands

It is against the law in the Netherlands to “spoof” Caller ID. Caller ID will only be sent if
the configured caller ID corresponds to the incoming DID that is associated with a
particular trunk.
Thus, any number entered in the CESID field in the “Switch Edit Page” or “Site Edit Page”
(see Figure A-9 or Figure A-10), will only be sent if this number matches the number
associated with the incoming DID for that trunk.
A.7 Verifying Your 911 Configuration

After you have finished configuring your system for 911 operation, we recommend
working with your local 911 dispatch center to test your configuration in order to verify
that it has been correctly configured, is sending out the desired caller ID information, and
is dispatching emergency response personnel to the proper location.
We recommend calling your local law enforcement agency’s non-emergency number to
understand how to go about the test and to arrange a call time during non-peak hours. Do
not place your 911 test call without making prior arrangements! Depending on your
location, an officer may be required on-site when making test calls.
Table A-2 is intended to help you plan your test call to the local dispatch center.
Expected Caller Actual Pass or
Site Extension User ID Caller ID Fail
Table A-2 Emergency Call Test Matrix
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A.8 Additional Recommendations

All sites should be configured with a designated power failure emergency phone configured
appropriately. Each designated power failure emergency phone should be configured on the
following ports, based on type of switch, to take advantage of ShoreTel's emergency line
power failure feature:
SG40 – Port 4: Analog Trunk; Port 5: Analog Emergency Phone
SG50V – Port 1: Analog Trunk; Port 12: Analog Emergency Phone
SG90V – Port 1: Analog Trunk; Port 12: Analog Emergency Phone
SG220T1A – Port 1: Analog Trunk; Port 12: Analog Emergency Phone
A.9 911 Enable Support

911 Enable is a reliable method of routing calls from IP network devices to emergency
service providers. The 911 Enable solution consists of two components:
An Emergency Gateway (EGW) is a hardware device manufactured by 911 Enable that
tracks IP device movement and handles emergency calls between a corporate IP
network and the 911 Enable Emergency Routing Service through SIP trunks.
Emergency Routing Service (ERS) is a service provided by 911 Enable that routes
location information received by an EGW and to the appropriate Public Safety
Answering Point.
The Emergency Gateway receives 911 calls from the ShoreTel network, then communicates
with the ERS to determine the appropriate PSAP for the emergency call. ERS maintains a
database that associates IP device MAC addresses with the physical location of the device.
E911 Enable Integration
Emergency SIP Trunk:

Gateway 911 Enable
SIP Trunk
Switch (EGW) Service
Call Manager
Switch
SIP Trunk:
SIParator ITSP
T1 Trunk:
PSTN
T1 Switch
Figure A-13 Integration 911 Enable Emergency Call Routing
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To support the 911 Enable solution, the structure of ShoreTel SIP packet is modified to
include the MAC Address of the originating device in the From Header. The following is an
example of a From header containing the MAC address of a device:
From: "2181"<sip:[email protected]>; tag=c7aaad0801d6-00e0bb18b520
A new SIP trunk profile parameter – SendMACIn911Call Setup – is added to the default
SIP trunk profile. The default value of this parameter is enabled.
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Appendix B: ShoreTel Administration Guide
A P P E N D I X B
Call Detail Record Reports
Call detail record (CDR) reports are used to review the ongoing call activity on the ShoreTel
system. Sections in this appendix include:
Overview
MySQL Database
CDR database
Generating a CDR Report
Interpreting CDR Reports
B.1 Overview
The ShoreTel system tracks all call activity and generates call detail records into a database
as well as into a text file on the ShoreWare server. The call detail records are used to
generate CDR reports. The system comes bundled with twelve CDR reports based on data
from the CDR database. In addition, the text files provide third-party call accounting
systems with a simple and standard way to access the call data.
If the ShoreWare server is not up and running, call detail records will not be generated, and
the associated calls cannot be presented in the CDR reports.
In the event of a WAN outage, CDR data is stored for up to two hours on the distributed
server. When WAN connectivity is restored, the stored data is forwarded to the
Headquarters database. After two hours, the distributed server deletes the data and logs an
error to the NT event log.
B.1.1 Call Accounting Service

The ShoreTel system has a call accounting service running on the main server that
generates call detail records into a database, as well as into a space-delimited text file for
use by third-party call accounting applications. The call accounting service is also
responsible for archiving all the CDR data.
The CDR files are located under C:\Shoreline Data\Call Records 2.
B.1.2 Active CDR Database

The call accounting service generates call detail records into the active CDR database. This
file includes all call activity for the period of time specified in the Retention Period for CDR
Data parameter in the Director Reporting Options panel, as shown in Figure B-1. To access
this panel, select Reporting -> Options from the Director menu.
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ShoreTel Administration Guide Appendix B:
Figure B-1 Reporting Options panel
When Enable Archiving is selected on the Reporting Options panel, a nightly routine
automatically moves call detail records that are older than the limit specified by the
Retention Period for CDR Data into the Archive database.
B.1.3 Legacy CDR Text Files

The call accounting service automatically generates a daily legacy CDR text file for use by
third-party call accounting applications. These packages typically provide numerous
reports, including:
Call accounting, cost allocation
Most frequently dialed numbers
Most costly dialed numbers
Most costly users
Trunk utilization
Toll fraud
The CDR*.log files are text files created daily at midnight. It contains call records from
midnight to midnight. Any call records that span the midnight hour will be recorded on the
day that calls are completed.
B.1.3.1 Format
The file name format for the daily CDR-YYMMDD.HHMMSS.log where
YY, MM, and DD are zero-padded character strings that represent the year, month,
and day of the date when the file was created.
HH, MM, and SS are zero-padded character strings that represent the hour, minute,
and second of the time when the file was created.
Call records are entered in the log file in the order of when the call was completed and not
when it began.
It is the responsibility of the third-party reporting application to delete the daily log files.
The format of the record is column based, must be justified correctly, and end with a
carriage return and line feed. A single blank character is inserted between each data field
for readability.
The following are the field definitions:
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Field Column Length Comment

Call ID 1 10 A unique ID that represents the call. The Call ID is meant to be
right justified unique for the duration while it's active.
Date 12 10 Date of the call given in month, day, and year: mm/dd/yyyy
Time 23 8 Start of the call given in hours, minutes, and seconds: hh:mm:ss
Extension 32 16 Inbound or outbound extension ID. Last valid party on the call.
left justified Valid parties include user extension and operator but not voice
mail or auto-attendant.
Duration 49 8 Call duration given in hours, minutes, and seconds. hh:mm:ss
Call Direction 58 1 Incoming/outgoing flag
0 – Incoming
1 – Outgoing
2 – Tandem Trunking – Inbound Tandem Call
3 – Tandem Trunking – Outbound Tandem Call
Dialed Number 60 16 Contains the number dialed but does not include any access code,
left justified such as 9, to seize the trunk. Valid only for outbound calls.
Caller ID 77 16 Blocked or unavailable information will be reported as blocked or
left justified unavailable in text. Valid only for incoming calls.
Trunk Member 94 4 The Port ID of the trunk.
right justified
Trunk Group 99 3 The Trunk group ID.
right justified
Account Code 103 20 The account code entered by the caller.
CR /LF 124 Carriage return.
Table B-1 CDR Text File Field Definitions
B.2 Talk Time Record

Call Detail Records provide a complete logging of all non “Private” calls placed in or out of
the ShoreTel system. These logs include call volume, call origination, call destination and
the length of each call.
The Talk Time Enhancement feature increases the usability of log data from the Call Detail
Records by compiling only the actual time spent in a conversation between the calling
parties. All call ring back time is eliminated from the Call Detail Records retaining only the
actual Talk Time spent on the call.
When a call is placed the destination phone acknowledges and a ring tone is provided to
both parties. The time of the call starts on the first ring and terminates when the calling
parties hang up. The ShoreGear Appliance uses the Telephony Management Service (TMS)
to report the call and it's the time to the HQ server. There the call is captured in the Call
Detail Records. The entire length of the call is logged here, including the first ring up to the
entire call tear down.
Talk Time Enhancements uses the FarEndAnswered event provided by certain trunks to
determine when the called party answers the call. The length of time the call has been
answered is reported to the CDR.
Calls placed over Digital Wink, PRI, BRI or SIP trunks support FarEndAnswered events.
These events mark when the call is actually answered by the called party. Talk Time
Enhancement uses this event to report the Talk Time of the call to the Call Detail Records.
The Call time will only represent actual Talk Time of the call. Calls that are placed over
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Analog loop start and Digital loop start trunks do not support FarEndAnswered events.
These calls will still report to the CDR through TMS, but there time values will include the
Ring Back.
As administrators evaluate CDR reports, understanding which trunk types support Talk
Time Enhancement, will provide an accurate picture of the talk time being reported in the
CDR.
B.3 MySQL Database

CDR records are maintained and queried through MySQL database. The maximum MySQL
database size is 64 terabytes (TB) with database tables restricted to a maximum size of 2
TB.
The data in the MySQL files can be viewed using a new Web-Based Reporting feature from
ShoreWare Director (see Section 21.2 on page 496 for more information). Alternatively, the
user can use common database command utilities via a command line interface to dump
and restore files.
CDR reports are generated from Director, as described in Section 21.2 on page 496.
MySQL database service can be monitored or restarted from Director by selecting
Maintenance -> Services in the menu panel, then selecting MySQL in the table on the
Services page.
B.3.1 Compatibility and Pre-Configuration Requirements

B.3.1.1 Disk Space Requirements
Storing call detail records for 50,000 workgroup calls requires a 1.5 GB MySQL database.
Implementing a database of this size typically requires 4.0 GB of disk space. This includes
disk space for the main database (1.5 GB), the archive database (1.5 GB), and temporary
space required to generate reports (1.0 GB).
Although the main and archive databases are typically stored on the same server, MySQL
permits the storage of the databases on different servers.
B.3.1.2 Compatibility with Utility Programs

ShoreWare should be run on a dedicated server. Other programs that access MySQL
databases may not be compatible with ShoreWare, resulting in installation and data
integrity issues. Before installing ShoreWare on any server, remove all pre-existing MySQL
programs and databases.
Virus Checkers: MySQL database files must be excluded from all virus checker utilities
running on the server. Specifically, if virus checker is running on the server, exclude
MySQL CDR Database file (Where ever ShoreLine Data instaled:\Shoreline Data\Call
Records 2\Data\[ibdata1, ib_logfile0, ib_logfile1]) from your virus checker utility. If these
files are not in the exclusion list, MySQL service will stop working.
Disk or Backup utilities: MySQL database files must be excluded from all disk or backup
utilities running on the server. Failure to exclude the database will crash the MySQL
service.
To restart the database after a crash, access the MySQL Service panel from ShoreWare
Director by selecting Maintenance -> Services in the menu panel, then selecting ShoreTel
MySQL in the table on the Services page.
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B.3.2 Archival and Backup Utilities

The following section describes database archival, backup, and replication tools. Table B-2
summarizes the service availability for these features.
Archive
Field Backup (Secondary Replication
Server)
Technical Assistance Support Yes Yes No

Additional MySQL License Required No Yes Yes
Execution Manual Daily Online
Reports run on remote machine No Yes No
Complete restoration if HQ fails Yes possible through Yes
manual recovery
Table B-2 Archival, Backup, and Replication Services Availability
B.3.2.1 Record Retention Periods

You configure the number of days that a database stores a Call Detail Record in the Report
Options panel. To access the Report Options panel, as shown in Figure B-2, open
ShoreWare Director and select Reporting -> Options from the Director Menu.
Retention Period for CDR Data specifies the number of days that records remain in
the main CDR database. Older records are removed from the database each day.
Retention Period for CDR Archive specifies the number of days that records remain
in the archive database. Older records are removed from the database each day.
Default values for each parameter is 125 days.
Figure B-2 Report Options panel
B.3.2.2 Database Archive Utility

The archive utility provides a method of removing older records from the main database
and storing them in an archive database. Archiving older records into a separate database
reduces the storage requirements of the main database, which reduces the time required to
search for specific records or generate reports. The archived database provides the same set
of services as the main database.
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Archival services are configured and enabled in ShoreWare director, where you can specify
the number of days that records are maintained in the main database and in the archive
database. When archiving is enabled, archival services are performed daily. The archival
service copies records to the archive database that exceed the main database age limit, then
removes those records from the main database. Records that exceed the age limit for the
archive database are removed from the archive database. Age limits are established
separately for each database; valid limits range from one to 2000 days. The default age
limits for each database is 125 days.
Example: A sample implementation sets a 30 day limit on the main database and a 365 day
limit on the archive database. In this case, the main database contains records for calls
handled during the past 30 days while the archive database contains records for calls
handled during the past 365 days.
The Backup utility can be used for record storage requirements that exceed 2000 days.
To create an archive database:
Step 1 Run MakeCDRArchive –d databasename, where databasename is the name of

the archive database to be created,
Step 2 Access the Reporting Options panel in ShoreWare Director (Reporting |

Options from the Menu panel) to configure ShoreWare to access the archive
database.
B.3.2.3 Database Backup Utility

The Backup utility creates a copy of a specified database, which can be restored at a later
time and different location. The Backup utility differs from the Archival utility as follows:
Archiving is configured once then performed daily. Backups are performed only
when a command is executed.
Archival operations are configured from ShoreWare director. Backups are
performed from the command line.
Archive databases can be accessed directly to generate reports. Backup databases
must be restored before performing search and report generation tasks.
Backup and Restore operations can be performed without shutting down the MySQL
service. Performing these operations during off peak hours reduces the execution time and
the impact on other system services.
The file located at “C:\Program Files\Shoreline Communications\Shoreware
Server\MySQL\MySQL Server 5.0\Examples\dump1.bat” is an example of a batch file that
backs up a MySQL CDR database under generic default conditions. This file can be used as
a template for creating a batch file that backs up the database under specific conditions.
The password is shorewaredba. Backing up a 1.5 GB database requires 200 seconds.
Refer to http://dev.mysql.com/doc/refman/5.0/en/disaster-prevention.html for MySQL
backup tools, add-ons, and documentation.
B.3.2.4 Database Restore Utility

Restoring a database copies the records in the backup database file to the database specified
in the restore command. Records in the backup file that are duplicates of records in the
target database are listed in the log file and are not restored.
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The file located at “C:\Program Files\Shoreline Communications\Shoreware

Server\MySQL\MySQL Server 5.0\Examples\restore1.bat” is an example of a batch file that
restores a MySQL CDR database under generic default conditions. This file can be used as a
template for creating a batch file that restores the database under specific conditions. The
password is shorewaredba. Restoring a 1.5 GB database requires 1200 seconds.
B.3.2.5 Database Replication

MySQL provides a Database Replication tool. Access the following web pages for more
information:
http://www.howtoforge.com/mysql_database_replication provides MySQL database
replication setup information.
http://solutions.mysql.com/solutions/tools?type=25 lists tools and add-ons that
assist with database replication.
B.3.3 Installing MySQL on a Secondary Server

Although the archive database is normally stored on the main ShoreWare server, MySQL
databases can be installed on a Secondary Server to conserve main server resources. A
separate licensed copy of MySQL Enterprise Server 5.0 is required to install the database on
a Secondary Server.
To install MySQL on a secondary server, perform the following procedure (Replace
c:\Program Files\... in the instructions to the location where MySQL is installed on the
server).
Step 1 Install MySQL Enterprise Server 5.0 on a Secondary server.
Step 2 Select all the default values during installation except for the following items:
use root for UserID
use shorewaredba for the password,
utf8 for the character set as part of the installation
Step 3 Backup the file c:\Program Files\MySQL\MySQL Server 5.0\my.ini from the
Secondary server to a safe location (i.e. c:\MySQL_backup).
Step 4 Backup the files c:\Program Files\MySQL\MySQL Server 5.0\Data\[ib_logfile*]

from the Secondary server to a safe location (i.e. c:\MySQL_backup).
Step 5 Select Start->Administrative Tools->Services->MySQL
Step 6 Click “Stop the service” and check that MySQL service status is blank
Step 7 Compare the file from the Main server directory c:\Program Files\Shoreline
Communications\ShoreWare Director\example\archive_MySQL_my.ini with a
Secondary server file C:\Program Files\MySQL\MySql Server 5.0. Make sure
that all the parameters specified in the archive_MySQL_my.ini are set
appropriately in my.ini.
Step 8 Archive_MySQL_my.ini values are as follows.

[mysql]
default-character-set=utf8
[mysqld]
ShoreTel 11.1 525

default-character-set=utf8
tmp_table_size = 30M
key_buffer_size=2M
read_buffer_size=2M
read_rnd_buffer_size=2M
sort_buffer_size=2M
innodb_additional_mem_pool_size=2M
innodb_flush_log_at_trx_commit=0
innodb_log_buffer_size=5M
innodb_buffer_pool_size=150M
innodb_log_file_size=24M
default-storage-engine=INNODB
Step 9 Delete the file ib_logfile* from the Secondary server directory (c:\Program
Files\MySQL\MySQL Server 5.0\Data).
Step 10Check that innodb_flush_log_at_trx_commit=0 on Secondary server

C:\Program Files\MySQL\MySql Server 5.0. If the value is not zero, archiving
write operations will be more than 20 times slower.
Step 11Select Start->Administrative Tools->Services->MySQL
Step 12Click “Restart the service” and verify that MySQL service comes back up
To convert the Secondary server database into an archive database, perform the following
procedure
Step 1 Verify the following files are placed in an equivalent location on the Secondary
Server to that on the Main servers (default location is \\Shoreline
Communications \Shoreware Server)
MakeCDR.dll
MakeCDR.sql
MakeCDR_sp.sql
MakeCDRArchive.exe
Step 2 Run MakeCDRArchive –d databasename, where databasename is the name of

the archive database to be created.
Access the Reporting Options panel in ShoreWare Director (Reporting | Options from the
Menu panel) to configure the name of the archive database within ShoreWare.
B.3.4 Performance Tuning for Report Generation

To improve on the CDR report generation performance, increase
INNODB_BUFFER_POOL_SIZE defined in c:\windows\my.ini based as specified
Default setting:
INNODB_BUFFER_POOL_SIZE = 150 MB
If the database contains more than 350,000 records, set
If the database contains more than 500,000 records, set
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B.3.5 Report generation time – CPU Utilization

Based on the size of the data requested for the report, the display time for the last page of
the report from the first page may require ten minutes. Even though the priority of Report
Generation process is set to below normal, generating large reports may potentially impact
the call processing performance. To avoid performance degradation issues, do not generate
large CDR reports during peak call loads.
B.3.6 MySQL CDR Database and Internationalization

MySQL CDR Database supports the UTF-8 character set. All CDR data in the database is
stored in UTF-8 character set.
B.3.7 Monitor MySQL service

To monitor and, when necessary, restart the MySQL service from ShoreWare Director,
access the Services page by selecting Maintenance | Services in the menu panel, then select
MySQL in the table on the Services page.
B.3.8 Tools for browsing MySQL database tables

MySQL provides MySQL Query Browser as part of their GUI Tools (http://dev.mysql.com/
downloads/gui-tools/5.0.html). MySQL Query Browser can be used to browse and view the
queries. The open source tool (http://www.webyog.com/en/downloads.php) is available to
view the CDR tables defined in MySQL.
Browsing a large CDR database on the Main server may potentially degrade the call
processing server.
Large amount of temporary disk space may be used by these MySQL browser tools. To
avoid affecting call processing performance on HQ, a query with LIMIT criteria can be used
to show a subset of rows.
B.3.9 Restrictions in the number of records returned by the

MySQL CDR query
CDR database queries that exceed 300,000 records may cause performance degradation
when generating certain reports, such as Trunk Activity Detail and Trunk Activity
Summary. Increasing the amount of free disk space may mitigate this problem, as will
modifying the query filter to reduce the number of records returned by the query to under
300,000.
B.4 CDR Reports

The ShoreTel system comes bundled with 12 CDR reports generated using data from the
active CDR database on the ShoreWare server. CDR reports present information about
users, trunks, WAN links, workgroup queues, account codes, and workgroup agents.
Reports are grouped into two categories: summary and detail.
ShoreTel 11.1 527

Summary reports provide a high-level view of activity that occurred in a particular area,
while detail reports provide a detailed view of activity beyond that of the summary report.
Typically, you use the summary report to identify any discrepancies or problems, and the
detail report to uncover more specific information. The workgroup queue report only has a
summary report.
User Activity Summary: Summarizes all calls for each user.
User Activity Detail: Lists every call for each user.
Trunk Activity Summary: Summarizes all calls for each trunk.
Trunk Activity Detail: Lists every call for each trunk.
Workgroup Agent Summary: Summarizes all inbound workgroup calls for each
agent.
Workgroup Agent Detail: Lists every inbound workgroup call for each agent and
optionally, outbound calls. Non-workgroup calls for the agent are also reported.
Workgroup Queue Summary: Summarizes queue activity for every workgroup,
including calls that went directly to agents.
Workgroup Service Level Summary: Summarizes data on call processing by the
workgroup server.
WAN Media Stream Summary: Summarizes media stream traffic and call quality
for calls made over the WAN in multi-site deployments.
WAN Media Stream Detail: Lists media stream made over the WAN in multi-site
deployments.
Account Code Summary: Summarizes call information for each account; counts of
calls each day, along with their total and average duration. There are also totals for
the reporting period.
Account Code Detail: Provides a detailed list of calls that occurred for each
account. For each call the date/time of the call, number dialed, the extension
making the call and the duration of the call is included. For each account, a
summary is provided of the number of calls, along with their total and average
duration.
B.4.1 TMS-CDR Media Stream Statistics

The TMS-CDR Media Stream Statistics feature offers a method of formatting and storing
Call Detail Records (CDR) data on media streams and stores that formatted information
into a log file on the system, making it easier for the ShoreTel system to integrate with
various third-party SNMP monitoring tools, and enabling users to acquire a more accurate
picture of the traffic patterns in their network. This information can be useful in
performing load analysis, identifying peak traffic times, and assisting the customer in
setting up competitive pricing strategies.
The system processes media statistics for all calls and formats the raw data into separate
lines, with each line partitioned into several columns separated by a comma. Formatted
data is then saved in a text file and is subjected to appropriate rollovers similar to the other
ShoreWare server logs.
One media stream statistic record will be generated for each RTP stream on a call. Thus, a
3-way fully-meshed conference call would generate 6 records.
528
B.4.1.1 Formatting
Media statistics are collected and deposited line by line into a file. A delimiter separates one
column from the previous one, with no delimiter prior to the first column and none after
the last column. The column values will be left-justified and padded with spaces to the
right. A value that exceeds the fixed-width column limit will be truncated so that it fits
within the limit.
Each line will look similar to the line below:
value-1,value-2,value-3,…..,value-n
The table below summarizes the details of the individual columns:
Column
Type Width Description
number
1 Integer 20 ID of the line in decimal
2 String 20 Extension Number
For anonymous calls, extension number is not available. In such cases, an
empty string will be placed at this column.
3 String 16 Name of Extension or Trunk or Phone (UTF-8)
4 Integer 2 Party type in decimal
0 Unknown
1 Station
2 Trunk
3 Virtual
4 Workgroup
5 AutoAttendant
6 VMForward
7 VMLogin
8 BackupAA
9 Anonymous Phone
10 Nightbell
11 Paging
12 Workgroup Agent
13 Unknown
14 RoutePoint
15 ACC
16 HuntGroups
17 GroupPaging
5 String 32 SIP Call ID
6 String 16 Local IP Address (Switch, Trunk Switch, or IP Phone etc.) in dotted decimal
form
7 String 16 Remote IP Address (Remote end point. Switch or Trunk or IP Phone etc.) in
dotted decimal form
8 Integer 20 Local Site ID (Site ID of extension or trunk or phone that generated starts)
9 String 16 Local Site Name (UTF-8)
10 Integer 3 Code Type
1 ALAWPCMA/8000 (or G711A)
2 MULAWPCMU/8000 (or G711µ)
3 LINEARL16/16000
4 ADPCMDVI4/8000
5 G729AG729A/8000
6 G729BG729B/8000
7 LINEARWIDEBANDL16/16000
8 G722G722/8000
9 BV32BV32/16000
10 BV16BV16/8000
11 AAC_LC32000AAC_LC/32000
12 CustomCodec added by administrator
11 Integer 10 Payload size (in milliseconds)
Table B-3 CDR Media Stream Statistics Formatting
ShoreTel 11.1 529

Column
Type Width Description
number
12 Integer 2 Status code
0 – Normal
1 - Failure
13 String 12 Starting time of the collection in string HH:MM:SS.MSEC format
14 Integer 20 Duration (in seconds) of the collection in decimal.
15 Integer 20 Number of received packets
16 Integer 20 Number of lost packets
17 Integer 20 Max jitter
18 Integer 20 Underruns
19 Integer 20 Overruns
Table B-3 CDR Media Stream Statistics Formatting
This feature is applicable only on the main (i.e. headquarter) ShoreTel server, and is
disabled by default. Enabling the TMS-CDR Media Stream Statistics feature requires
making the appropriate changes to the registry settings.
WARNING Do not make any changes to the registry settings unless you are certain you
know what you are doing!
Step 1 Click Start and select Run.
Step 2 Select the regedit application to display a window similar to the one shown
below:
Figure B-3 Registry Editor window
Step 3 Navigate to SOFTWARE\Shoreline Teleworks\Call Accounting
Step 4 Double-click the file named LogMediaStatsToFile to open the following

window:
Step 5 Enter 1 in the Value data field and click OK to store your changes and enable
this feature.
530
Figure B-4 Value data field
B.4.2 Generating CDR Reports

Refer to Section 21.2 on page 496 for instructions on generating CDR Reports.
B.5 Interpreting CDR Reports

This section provides information on interpreting each of the 12 CDR reports.
B.5.1 User Activity Summary Report

The User Activity Summary Report (Figure B-5) shows a summary of all inbound and
outbound calls for each user. This includes the type of calls made, as well as the total
duration for all calls. This report can be run as an interval report in which user activity is
subtotaled by the selected interval. Additionally, the summary can be run for selected
extensions.
B.5.1.1 Calls Included

The User Activity Summary Report always displays External Calls and can be configured to
display Internal Calls. External calls are those calls where the record in the Call table has a
CallType of 2 (Inbound) or 3 (Outbound).
B.5.1.2 Name (Extension Field)

For outbound calls, the Name (Extension) field of the Call record always reports the party
that initiated the call.
Inbound calls are reported according to the last party involved in the call (excluding voice
mail and the auto-attendant). For example, if a call to extension 320 is not answered and
the user’s Call Handling Mode (CHM) forwards the call to the assistant at extension 452—
who answers the call—the Extension field in the Call record contains 452.
ShoreTel 11.1 531

Figure B-5 User Activity Summary Report
When an inbound call is forwarded to voice mail, the Name (Extension) field records the
party involved in the call before it was forwarded to voice mail. For example, if a user with
extension 320 doesn't answer a call and his or her Call Handling Mode (CHM) forwards
the call to voice mail, the extension field is set to 320.
The User Activity Summary Report is described as follows:
Field Presence/Frequency Description
Name (Extension) Once for each The name of the user, last name first. Users without a last name are
extension reported. presented first.
Non-users such as Workgroups, Voice Mail, Voice Mail Login, and
Auto-attendant are included in the report. The names for these
extensions are reported for calls that only interact with these
extensions (not a user extension).
Inbound All - Qty, Once for each period The quantity, total duration, and average duration for inbound calls
Duration, Average reported. during the reporting period are presented. A call is considered
Duration inbound if the CallType field of the Call table record is set to 2
(Inbound).
If the report is run with intervals, the call is only reported for the
interval in which it started, even if it ends in a different interval.
The StartTime field in the Call table is used to determine when the
call started.
Duration represents that extensions time on the call. This is found
in the Connect table record's Duration field for this connection
(where the Connect.CallTableID matches the Call.ID and
Connect.PartyID matches Call.Extension). Since a call is reported
during the period in which it starts, but may end during another
interval, the duration can be longer than the 30-minute interval
period—the total call duration time is reported during the interval in
which the call begins.
Total Duration during any period is the sum of the duration for the
Inbound calls during the period. Average duration is found by
dividing this total by the number of calls during the period.
Outbound All - Qty, Once for each period The quantity, total duration, and average duration for Outbound
Duration, Average reported. calls during the reporting period are presented. A call is considered
Duration outbound if the CallType field of the Call table record is set to 3
(Outbound).
Duration is calculated here in the same manner as for Inbound calls.
Please see that description for details.
Figure B-6 User Activity Summary Report field descriptions
532

Total All - Qty Once for each period The quantity, total duration, and average duration of all calls during
reported. this period. This simply represents both the Inbound and Outbound
columns. Inbound and Outbound quantity and total duration are
added together and then averaged.
Outbound Non- Once for each period The quantity, total duration, and average duration for Outbound
Local Trunk - Qty reported. non-local calls during the reporting period are presented. A call is
considered outbound if the CallType field of the Call table record is
set to 3 (Outbound). A call is considered Non-Local if the
LongDistance field in the Call table is set to true. This flag indicates
whether or not the call was long distance from the perspective of
the trunk that was used for the call.
The calls reported here, are a subset of the calls reported under
Outbound all.
Duration is calculated in the same manner as for Inbound calls.
Outbound WAN Once for each period The quantity, total duration, and average duration for Outbound
Trunk- Qty reported. non-local calls during the reporting period are presented. A call is
considered outbound if the CallType field of the Call table record is
set to 3 (Outbound). A call is considered a WAN call if a media
stream was established between 2 sites. This is determined by
looking in the MediaStream table for any records of media stream
for this call (the MediaStream CallID will equal the CallID in the
Call table record for the call.
The calls reported here, are a subset of the calls reported under
Outbound all.
Duration is calculated here in the same manner as for Inbound calls.
Grand Total The totals for all the users in the system.
Figure B-6 User Activity Summary Report field descriptions
B.5.2 User Activity Detail Report

The User Activity Detail Report (Figure B-7) shows a list of every call for each user by user.
This includes the time a call was received or made, the number dialed, and the trunk used.
This report can be run as an interval report in which user activity is sub-totaled by the
selected interval.

The User Activity Detail Report always displays External Calls and can be configured to
display Internal Calls. External calls are those calls where the record in the Call table has a
CallType of 2 (Inbound) or 3 (Outbound). All specified calls that have at least one leg with
a TalkTime greater than zero is included in the report.
B.5.2.2 Name (Extension Field)

For outbound calls, the Name (Extension) field of the Call record always reports the party
that initiated the call.
Inbound calls are reported according to the last party involved in the call (excluding voice
mail and the auto-attendant). For example, if a call to extension 320 is not answered, and
the user’s Call Handling Mode (CHM) forwards the call to his or her assistant at extension
452, who answers the call, the Extension field in the Call record contains 452.
When an inbound call is forwarded to voice mail, the Name (Extension) field records the
party involved in the call before it was forwarded to voice mail. For example, if a user with
extension 320 doesn't answer a call and his or her Call Handling Mode (CHM) forwards
the call to voice mail, the extension field is set to 320.
ShoreTel 11.1 533

Figure B-7 User Activity Detail Report
The User Activity Detail Report is described as follows:

Name (Extension) Once for each The Last Name, First Name, and Extension being reported upon.
extension reported. These come from the PartyIDLastName, PartyIDName, and PartyID
for the Connect record that matches the extension in the Call table.
Non-users such as Workgroups, Voice Mail, Voice Mail Login, and
Auto-attendant are included in the report. The names for these
extensions are reported for calls that only interact with these
extensions (not a user extension).
Date/Time Once for each call The date and time when the call being reported started. These fields
reported. come from the StartTime field in the Call table record for the call
being reported. When interval reports are generated, the actual time
the call started is reported even if the call continues into another
interval.
In/Out Once for each call If the CallType field of the Call record for the call is 2 (Inbound),
reported. “In-Int” is shown for internal calls and “In-Ext” for external calls.
If the CallType is 3 (Outbound), “Out-Int” is shown for internal calls
and “Out-Ext” is shown for external calls.
Workgroup Once for each call The Workgroup field of the Call record for the call is examined.
reported. “Yes” or “No” is displayed depending upon whether or not the field
indicates a workgroup call.
WAN Once for each call A call is considered a WAN call if a media stream was established
reported. between 2 sites. This is determined by looking in the MediaStream
table for any media stream records for this call. The MediaStream
CallID will equal the CallID in the Call table record for the call.
“Yes” or “No” is displayed as appropriate based upon the CDR data.
User Activity- Once for each call This gives the action taken on the call and time when action took
Time Stamp , reported. place, for ex in case of transfer the exact time of transfer will be
Action reported.
Table B-4 User Activity Detail Report field descriptions
534

Dialed # Once for each call For outbound calls, this is the number the user dialed and is reported
reported. in full, canonical format (including country code).
For inbound calls, this is the destination of the call. If the call was a
DID or DNIS call, this is the DID or DNIS information for the
number dialed. For other types of calls, this is the extension where
the call first terminates.
The dialed number is retrieved from the Dialed Number field of the
Call table record for the call.
Calling # Once for each call For inbound calls, this is the calling number—ANI or Caller ID—
reported. received by the ShoreTel system and is reported as delivered by the
PSTN (may or may not include the 1 in front of the area code). The
dialed number is retrieved from the CallerID field of the Call table
record.
For outbound calls, this is the extension of the user that placed the
call. In the case of Outbound calls, this data is retrieved from the
PartyID field of the Connect record for the party that initiated the
call.
Trunk Once for each call This is the first trunk that was used for the call. This data is retrieved
reported. from the PortName field of the Connect record for the trunk’s
involvement in the call.
Duration The duration of the call at the indicated extension.
For an inbound call, the duration of the call begins when the
telephone rings. The duration ends when the user hangs up or when
the external party hangs up and disconnect supervision is received
by the ShoreTel system.
For an outbound call, the duration of the call begins when the user
completes dialing. The duration ends when the user hangs up or
when the external party hangs up and disconnect supervision is
received by the ShoreTel system.
This data is retrieved from the Duration field of the Connect table’s
record for this connection (where the Connect.CallTableID matches
the Call.ID and Connect.PartyID matches Call.Extension).
Total The total number of calls, total duration, and average duration for
the user.
Grand Total The total number of calls, total duration, and average duration for all
users.
Table B-4 User Activity Detail Report field descriptions
B.5.3 Trunk Activity Summary Report

The Trunk Activity Summary Report (Figure B-8) shows a summary of all calls for each
trunk by trunk group. This includes the type of calls, durations, and average durations
made on each trunk.

Any trunk activity is reported in the Trunk Activity Summary Report. These calls always
have Call records with CallType of 2 (Inbound), 3 (Outbound), or 4 (Tandem). However,
with ShoreTel, Release 2.0 and greater, the report is based on the TrunkDirection field in
the Connect records representing trunk usage, not the CallType record. There is a 30-day
change-over period for upgrades, during which the report reflects both methods of
collecting this data.
The Trunk Activity Summary Report is described as follows:
ShoreTel 11.1 535

Figure B-8 Trunk Activity Summary Report

Trunk Group Name Once for each This is the name of the TrunkGroup being reported upon. It's
TrunkGroup being retrieved from the GroupName field of the Connect record
reported upon. representing a trunk’s involvement in a call.
Trunk Name Once for each trunk The name of the specific trunk used for a call. This is
being reported upon. retrieved from the PortName field of the Connect record
representing a trunk’s involvement in a call.
Inbound Qty, Duration, Once for each trunk The quantity, total duration, and average duration for all
and Average Duration being reported upon. inbound trunk activity for this trunk during the reporting
period are presented.
Trunk activity is considered inbound if the TrunkDirection
field in the Connect record is set to 2 (Inbound).
The quantity is simply a count of the Connect table records
during the reporting period for this trunk that indicate inbound
trunk usage.
Duration is the sum of all the Duration fields for the Connect
table records during the reporting period for this trunk that
indicate inbound trunk usage.
The average duration is found by dividing this total by the
quantity reported here.
Outbound Qty, Once for each trunk The quantity, total duration, and average duration for all
Duration, and Average being reported upon. outbound trunk activity for this trunk during the reporting
Duration period are presented.
Trunk activity is considered outbound if the TrunkDirection
field in the Connect record is set to 3 (Outbound).
The quantity is simply a count of the Connect table records
during the reporting period for this trunk that indicate
outbound trunk usage.
Duration is the sum of all the Duration fields for the Connect
table records during the reporting period for this trunk that
indicate outbound trunk usage.
Average duration is found by dividing this total by the
Table B-5 Trunk Activity Summary Report field descriptions
536

Total Qty Once for each trunk The total calls for the trunk.
being reported upon.
Duration Once for each trunk The total duration of calls, in hours, minutes, and seconds.
Average Duration Once for each trunk The average duration of calls, in hours, minutes, and seconds.
Total The totals for all trunks in the trunk group.
Grand Total The totals for all trunks in the system.
Table B-5 Trunk Activity Summary Report field descriptions
B.5.4 Trunk Activity Detail Report

The Trunk Activity Detail Report (Figure B-9) shows a list of every call for each trunk by
trunk group. This includes the date and time, the number dialed, and the user’s name.
Figure B-9 Trunk Activity Detail Report

Any trunk activity is reported in the Trunk Activity Detail Report. These calls always have
Call records with CallType of 2 (Inbound), 3 (Outbound), or 4 (Tandem). However, with
ShoreTel Release 2.0 and greater, the report is based on the TrunkDirection field in the
Connect records representing trunk usage, not the CallType record. There is a 30-day
crossover period for upgrades during which the report will reflect both methods of
collecting this data.
The Trunk Activity Detail Report is described as follows:
ShoreTel 11.1 537


Trunk Group Name Once for each This is the name of the TrunkGroup being reported upon. This data
TrunkGroup being is retrieved from the GroupName field of the Connect record
reported upon. representing a trunk's involvement in a call.
If the trunk activity for
a TrunkGroup requires
more than one page to
report, then the name is
repeated at the top of
each additional page.
Trunk Name Once for each The name of the specific trunk used. This data is retrieved from
TrunkGroup being the PortName field of the Connect record representing a trunk's
reported upon. involvement in a call.
If the trunk activity for
a TrunkGroup requires
more than one page to
report, then the name is
repeated at the top of
each additional page.
Date Once for each trunk The date is extracted from the ConnectTime field in the Connect
activity in the report. record representing the trunk's involvement in the call. This is the
date the trunk was added to the call.
Time Once for each trunk The time is extracted from the ConnectTime field in the Connect
activity in the report. record representing the trunk's involvement in the call. This is the
time the trunk was added to the call.
In/Out Once for each trunk Trunk activity is considered “In” if the TrunkDirection field in the
activity in the report. Connect record is set to 2 (Inbound), otherwise it is considered
“Out.”
Dialed # Once for each trunk For outbound calls, this is the number the user dialed and is
activity in the report. reported in full, canonical format (including country code, etc.).
For an inbound call this is the destination of the call. If the call was
a DID or DNIS call, this is the DID or DNIS information for the
For inbound calls (CallType = 2 in Call record) this data is
retrieved from the DialedNumber field in the Call record. For
other calls, it is retrieved from the PartyId field of the Connect
record for the trunk activity.
Inbound and outbound are relative to the call, not trunk usage.
Calling # Once for each trunk For inbound calls, this is the calling number—ANI or Caller ID—
activity in the report. received by the ShoreTel system and is reported as delivered by
the PSTN (may or may not include the 1 in front of the area code).
For outbound calls, this is the extension of the user that placed the
call.
For outbound calls (CallType = 3 in Call record) this data is
retrieved from the Extension field in the Call record. For other
types of calls, it is retrieved from the CallerID field in the Call
table.
User Once for each trunk The name associated with the extension that was the initial target
activity in the report. of the call. For outbound calls (CallType = 3 in Call record), the
user is the extension that first initiated the call. For inbound calls
(CallType = 2 in Call record), the user is the extension that was the
initial target of the call. In the case of Tandem calls (CallType = 4
in the Call record), nothing is shown.
This data is retrieved from the PartyIDName and
PartyIDLastName fields of the Connect record for the party that
initiated the call (ConnectReason = 19, “Originate” for an
outbound call) or was the target of the call (ConnectReason = 17,
“Called” for inbound call).
Table B-6 Trunk Activity Detail Report field descriptions
538

Duration Once for each trunk The duration of the trunk activity. This data is retrieved from the
activity in the report. Duration field of the Connect record for the trunk's involvement in
the call.
For an inbound call, the duration of the call begins when the trunk
is seized and includes the ring time, talk time, and hold time. The
duration ends when the user hangs up or when the external party
hangs up and disconnect supervision is received by the ShoreTel
system.
For an outbound call, the duration of the call begins when the
trunk is seized. The duration ends when the user hangs up, or when
the external party hangs up and disconnect supervision is received
by the ShoreTel system.
Subtotal The total of calls for the trunk.
Total The total of calls for the trunk group.
Grand Total The total of calls for all trunks in the system.
Table B-6 Trunk Activity Detail Report field descriptions
B.5.5 Workgroup Agent Summary Report

The Workgroup Agent Summary Report (Figure B-10) shows a summary of inbound
workgroup calls and agent activity by the workgroup.
Figure B-10 Workgroup Agent Summary Report

This report includes calls routed to workgroup agents by the workgroup server, and non-
workgroup calls (both inbound and outbound). The report assigns non-workgroup calls to
an agent's membership within a workgroup by examining the workgroup the agent was
logged into during or before the call. No calls are reported when an agent is logged out. You
can find Agent logins by examining the AgentActivity table for records with State = 5
(LogInOut).
Workgroup agents can be a member of more than one workgroup. When they log in, their
login time is reported for all workgroups of which they are a member.
Non-workgroup calls are reported against the workgroup with the lowest dial number that
the agent is a member of when the call is made. For example, if the agent is a member of
workgroups with dial numbers of 1100, 1200, and 1250, non-workgroup calls are reported
against 1100.
ShoreTel 11.1 539

The StartTimeStamp field in these Agent Activity records represents the time that an agent
logged into a specific workgroup (identified by the WorkgroupDN and WorkgroupName
fields). The EndTimeStamp field records the time the agent logged out (this can be null
when the agent is still logged into the workgroup).
This report is call centric. While it does report agent activity, which consists of agent wrap-
up and login time, the report will only show this information for periods during which
there was a call for the agent (workgroup or non-workgroup).
The Workgroup Agent Summary Report is described as follows:

Workgroup Once for each The name of the workgroup agent.
Name workgroup being
reported upon.
Agent Name Once for each agent The name of the agent and his or her extension. These come from the
reported upon (within AgentActivity table's AgentLastName, Agent-FirstName, and AgentDN
an interval if fields.
intervals are selected
when running the
report).
Inbound WG Once for each agent The quantity, total duration, and average duration for all inbound
Calls Qty, reported upon (within workgroup calls during the reporting period are presented. Call is
Duration, and an interval if considered to be inbound if the CalType is set to 2 (Inbound). The
Average intervals are selected quantity is simply a count of the Connect table records during the
Duration when running the reporting period for this workgroup that indicate the call as inbound.
report). Duration is the sum of all the Duration fields for the Connect table
records during the reporting period for this workgroup. Average duration
is found by dividing this total by the quantity reported here.
Inbound user Once for each agent The quantity, total duration, and average duration for all inbound user
Calls Qty, reported upon (within calls during the reporting period are presented. Call is considered to be
Duration, and an interval if inbound user if the CalType is set to 2 (Inbound) and workgroup is not
Average intervals are selected set in the call table. The quantity is simply a count of the Connect table
Duration when running the records during the reporting period for this user that indicate the call as
report). inbound. Duration is the sum of all the Duration fields for the Connect
table records during the reporting period for this user. Average duration
Outbound Once for each agent The quantity, total duration, and average duration for all outbound user
Calls Qty, reported upon (within calls during the reporting period are presented. Call is considered to be
Duration, and an interval if outbound user if the CalType is set to 3 (Outbound) and workgroup is not
Average intervals are selected set in the call table. The quantity is simply a count of the Connect table
Duration when running the records during the reporting period for this user that indicate the call as
report). outbound. Duration is the sum of all the Duration fields for the Connect
table records during the reporting period for this user. Average duration
Table B-7 Workgroup Agent Summary Report field descriptions
540

Other Calls Once for each agent The quantity, total duration, and average duration for all other calls
Qty, Duration, reported upon (within during the reporting period are presented. Call is considered to be other if
and Average an interval if the call is neither inbound nor outbound. The quantity is simply a count
Duration intervals are selected of the Connect table records during the reporting period. Duration is the
when running the sum of all the Duration fields for the records during the reporting period
report). for this user. Average duration is found by dividing this total by the
Total Calls Once for each agent The quantity, total duration, and average duration for total calls during
Qty, Duration, reported upon (within the reporting period are presented. It is sum of the all inbound, outbound
and Average an interval if and other calls. The quantity is simply a count of the Connect table
Duration intervals are selected records during the reporting period. Duration is the sum of all the
when running the Duration fields for the records during the reporting period for this user.
report). Average duration is found by dividing this total by the quantity reported
here.
Agent Activity Once for each agent The Total wrapup is simply the count of the wrapup records in the agent
Total Wrapup, reported upon (within activity table during the reporting period for the agent. Average wrapup
Average an interval if is found by dividing this total by the quantity reported here. The total
Wrapup, and intervals are selected login time is the time for which agent is logged in as workgroup agent.
Total Login when running the
report).
Table B-7 Workgroup Agent Summary Report field descriptions
B.5.6 Workgroup Agent Detail Report

The Workgroup Agent Detail Report (Figure B-11) shows a list of every call for each agent
by workgroup.
Figure B-11 Workgroup Agent Detail Report
An agent appears in the Workgroup Agent Detail Report if the agent had any workgroup
call activity during the reporting period.
ShoreTel 11.1 541


This report includes calls routed to workgroup agents by the workgroup server, and non-
workgroup calls (both inbound and outbound). The report assigns non-workgroup calls to
an agent's membership within a workgroup by examining the workgroup the agent was
logged into during or before the call. Non-workgroup calls made while an agent is logged
out are not reported.
Workgroup agents can be a member of more than one workgroup. When they log in, their
login time is reported for all workgroups of which they are a member.
Non-workgroup calls are reported against the workgroup with the lowest dial number that
the agent is a member of when the call is made. For example, if the agent is a member of
workgroups with dial numbers of 1100, 1200, and 1250, non-workgroup calls are reported
against 1100.
You can find agent logins by examining the AgentActivity table for records with State = 5
(LogInOut). The StartTimeStamp field in these AgentActivity records represents the time
that an agent logged into a specific workgroup (identified by the WorkgroupDN and
WorkgroupName fields). The EndTimeStamp field records the time the agents logged out
(this can be null when the agent is still logged into the workgroup).
The Workgroup Agent Detail Report is described as follows:
Workgroup Name Once for each The name of the workgroup agent.
workgroup being
reported upon.
Agent Name Once for each agent The name of the agent and his or her extension.
reported upon (within These come from the AgentActivity table's AgentLastName,
an interval if intervals AgentFirstName, and AgentDN fields.
are selected when
running the report).
Date/Time Once for each call The date and time for the call being reported. These fields come
reported. from the StartTime field in the Call table record for the reported
call. When interval reports are generated, the call is reported for
the time when it starts even if it continues into another interval.
Dialed # Once for each call For inbound calls, this is the destination of the call. If the call was
reported. a DID or DNIS call, this is the DID or DNIS information for the
The number dialed to initiate the call. This comes from the Call
record's DialedNumber field.
Calling # Once for each call The caller that initiated the call. For inbound calls, this is the
reported. calling number—ANI or Caller ID—received by the ShoreTel
system and is reported as delivered by the PSTN (may or may not
include the “1” in front of the area code).
This comes from the Call table's CallerID field.
Table B-8 Workgroup Agent Detail Report field descriptions
542

Call Type Once for each call Indicates whether this is an incoming workgroup call (“InWG”),
reported. an inbound non-workgroup call (“In”), or an outbound call
(“Out”).
A call is categorized as an inbound workgroup call if the user
joined the call as a workgroup agent. This is determined by
examining the Connect record for the user's time on the call. The
PartyType in the Connect record must be 12 (Workgroup Agent).
A call is categorized as an inbound non-workgroup call if the Call
record's CallType = 1 or 2 (internal or inbound), and the user's
Connect record has PartyType = 1 (station), and the user was not
the originator of the call (ConnectReason in the Connect table not
equal to 19-- originate).
A call is categorized as outbound if the user originated the call (as
shown by the Connect record having ConnectReason = 19). These
calls have CallType = 1 or 3 (internal or outbound) in the call
record.
Note that for all calls, those calls with CallType = 1 (internal) are
included only if the option to include internal calls is chosen.
Calls that involve multiple legs are also reported as:
Transfer—Call was transferred.
Conference—Call was conferenced
Monitor—Call was monitored
Barge-In—Call was barged
Other Calls Once for each call Indicates calls that do not belong to Call Type (i.e. those that are
reported. no In, InWG, or Out). This includes:
Transfer—Call was transferred.
Conference—Call was conferenced
Monitor—Call was monitored
Barge-In—Call was barged
Trunk Once for each call This is the first trunk that was used for the call. This data is
reported. retrieved from the PortName field of the Connect record for the
trunk's involvement in the call. In the case of calls not involving a
trunk, it will be blank (this can occur with internal calls).
Call Duration Once for each call The duration of the call. Duration reports the time of the user's
reported. involvement in the call. It's reported by summing the TalkTime,
RingTime, and HoldTime fields in the Connect record
representing involvement in the call.
Since a call is reported during the period in which it starts (as
identified by the StartTime in the Call table record for the call) but
may end during another interval, the duration can be longer than
the 30- or 60-minute interval period. The total duration is reported
during the interval in which the call begins.
Wrap-Up Duration Once for each call Only applicable to inbound workgroup calls. This is the amount of
reported. time, if any, the agent spent in wrap-up after completing the call.
The Wrap-up Duration is the difference between the
StartTimeStamp and EndTimeStamp in the wrap-up record in the
AgentActivity table for that agent.
Queue Duration Once for each call Only applicable to inbound workgroup calls, the amount of time
reported. that the call was in the workgroup queue before it was assigned to
the agent. This data is retrieved from the Duration field of the
QueueCall table record for the call.
Total Duration Once for each call The Total Duration includes the Queue Duration, Call Duration,
reported. and Wrap-up Duration. It is generally less than the total time the
call spends within the ShoreTel system. The time between when
the trunk was seized and the call was accepted by the workgroup,
or any time the call spends with a menu or other extension, is not
reflected.
ShoreTel 11.1 543


Sub-total The total calls for the workgroup agent.
Total The total calls for all agents in the workgroup.
Grand Total The total calls for all agents in the system.
B.5.7 Workgroup Service Level Summary Report

The Workgroup Service Level Summary Report provides information related to the
workgroup server call processing. Every time the workgroup server processes a call, a
record about its disposition is added to the QueueCall table. Generally, this occurs once
when the call gets processed by the server. However, in the case of call forwarding, the
same call can pass through the workgroup server more than once.
For example, a call made to the workgroup server is transferred to an extension. If that
extension’s call handling mode forwards the call to the same or a different workgroup, the
call passes through the workgroup server more than once. The rule in these cases is
simple—for each time the workgroup server disposes of a call, a record is added to the
QueueCall table.
External calls to a workgroup are always included in the report. Internal workgroup calls
are only included in the report if the option is taken to include them (the default is not
included). The CallType field in the Call table is examined to determine if the call is
internal or external. If the CallType is 1 (extension to extension), it is an internal call;
otherwise it is an external call. The QueueCall record for a call processed by the workgroup
server has a ConnectTableID that identifies the Connect table entry for the workgroup
server being added to the call. The Connect table entry has a CallTableID field that is
examined to determine the Call table record for the call, whether the call is internal or
external.
If the workgroup service is not operational, the call is not processed by the workgroup
server (it simply goes to the backup extension). Calls directed to the workgroup but not
processed by the service because it is down, are not included in this report. When this
occurs, there is no record of the call in the QueueCall table, since records are only added to
the table when the workgroup server processes the call.
Figure B-12 Workgroup Service Level Summary Report
544
The Workgroup Service Level Summary Report is described below.

Wait Time (sec.) Shown once for each Range of wait-for-service times, The wait time is divided into
30-second period in 30-second intervals. Information for the calls is reported for the
workgroup/internal interval in which it falls, according to when the call moved off
where there are calls to the workgroup.
be reported. The actual wait or service time for each workgroup call is found
in the Duration field of the QueueCall table. This duration is the
time from when the call is offered to the workgroup server until
it leaves the call queue.
Abandoned Once for each period Number of callers who abandoned the call (hung up) during the
reported. period. Those QueueCall records with the ExitReason set to 7
(Abandoned) are counted as abandoned.
Handled by Agent Once for each period Number of calls handled by agents during the period.
reported. Those QueueCall records with the ExitReason set to 1
(TransferToAgent) are counted as handled by an agent. A call
that is picked up or unparked by an agent that is a member of the
same workgroup is also counted as Handled by Agent.
Handled by Voice Once for each period Number of calls that went to the workgroup’s voice mail (either
Mail reported. as a result of call handling, or when the caller chose the transfer
to voice mail option).
Those QueueCall reports with the TargetType set to 3 (mailbox)
and ExitReason set to 2, 3, 4, or 5 (ForwardAlways,
ForwardBusy, ForwardNoAnswer, or ForwardNoLoginAgent),
or 9 (TransferVM) with the TargetDN field equal to the
workgroup DN itself are counted as Handled by Voice Mail.
Transfer Once for each period Number of calls transferred by WorkGroup agents.
reported.
Interflow / Overflow Once for each period Number of automatic call transfers, based on caller wait time to a
reported. dialable number (interflow) or to another WorkGroup queue
(overflow).
Handled by Others Once for each period Number of calls handled by others (not workgroup agents or
reported. voice mail).
Any call for the workgroup that isn’t reported as Abandoned,
Handled by Agent, or Handled by Voice Mail is counted as
Handled by Others. Calls that are picked up by non-agents, or
agents that do not belong to the group are counted as Handled by
Others.
Total Calls Once for each period Sum of Abandoned, Handled by Agent, Handled by Voice Mail,
reported. Picked Up from the Queue, Unparked from the Queue, and
Handled by Others for the period.
Table B-9 Workgroup Service Level Summary Report field descriptions
B.5.8 Workgroup Queue Summary Report

The Workgroup Queue Summary Report (Figure B-13) shows a summary of queue activity
and how the calls interact with the queue. You can run the report with fixed interval sub-
totals.

The key determinant in this report is which workgroup server processes the call. Each time
the workgroup server processes a call, a record about the call’s disposition is added to the
QueueCall table. In most cases the call is recorded just once, but if forwarded, a call can be
recorded twice. Normally the call comes in and is processed by the server where it is routed
to an agent. The caller then chooses to go to voice mail or another destination, or hangs up
(abandons the call) before it is routed beyond the workgroup. Since the report shows how
ShoreTel 11.1 545

Figure B-13 Workgroup Queue Summary Report
the call was disposed of by the workgroup server, the call is reported once in the report.
However, if the call is forwarded, the same call can pass through the workgroup server
more than once.
For example, a call is made to the workgroup server. While on the call, the user chooses to
transfer to an extension. That extension's call handling mode then forwards the call to the
same or a different workgroup. In this case, the call passes through the workgroup server
more than once and is reported on once each time the workgroup server disposes of it. For
each time the workgroup server disposes of a call there is a record added to the QueueCall
table.
External calls to a workgroup are always included in the report. Internal workgroup calls
are only included in the report if the option to include them is enabled (by default they are
not). The CallType field in the Call table is examined to determine if the call is internal or
external. If the CallType is 1 (extension to extension), it is an internal call; otherwise it is
an external call. The QueueCall record for a call processed by the workgroup server has a
ConnectTableID that identifies the Connect table entry for the workgroup server being
added to the call. The Connect table entry has a CallTableID field that is then examined to
determine the Call table record for the call. It is this record's CallType that is examined to
determine whether the call is internal or external.
If the workgroup service is not operational, the call is not processed by the workgroup
server (it simply goes to the backup extension). These calls are not included in the report.
When this occurs, there is no record of the call in the QueueCall table, since records are
only added to that table when the workgroup server processes the call.
The Workgroup Queue Summary Report is described as follows:
Workgroup Name The name of the workgroup.
Calls Abandoned Once for each period The number of callers who hung up or otherwise disconnected
reported. while waiting in queue.
Those QueueCall records with the ExitReason set to 7
(abandoned) are counted as Abandoned.
Calls Handled by Once for each period The number of calls that were answered by agents in the
Agent reported. workgroup.
Those QueueCall records with the ExitReason set to 1
(TransferToAgent) are counted as Handled by Agent.
Table B-10 Workgroup Queue Summary Report field descriptions
546

Calls Handled by Once for each period Number of calls that went to the workgroup's voice mail (either as
Voice Mail reported. a result of call handling or when the caller chose to transfer to
voice mail).
Those QueueCall records with the TargetType set to 3 (Mailbox),
and ExitReason set to 2, 3, 4, or 5 (ForwardAlways,
ForwardBusy, ForwardNoAnswer, or ForwardNoLoginAgent) or
9 (TransferVM) with the TargetDN field equal to the workgroup
DN itself are counted as Handled by Voice Mail.
Transfer Once for each period Number of calls transferred by WorkGroup agents.
reported
Overflow / Interflow Once for each period Number of automatic call transfers, based on caller wait time to a
reported. dialable number (interflow) or to another WorkGroup queue
(overflow).
Calls Handled by Once for each period Number of calls handled by others (not workgroup's agents or
Others reported. voice mail).
Any call for the workgroup that isn't reported as Abandoned,
Handled by Agent, Picked Up from the Queue, Unparked from
the Queue, or Handled by Voice Mail is counted as Handled by
Others.
Maximum Abandoned Once for each period The maximum time during the period that a caller who
Time reported. abandoned the call stayed on the line.
The QueueCall records are examined for calls reported as
abandoned during this period. The DurationSeconds field with
the largest value for abandoned calls is reported.
Average Abandoned Once for each period The average time during the period that those callers who
Time reported. abandoned the call stayed on the line.
The sum of the DurationSeconds field in all of the QueueCall
records for abandoned calls during the period divided by the
number of such calls to report the average time abandoned.
Maximum Handled Once for each period The maximum time during the period that a caller stayed on the
Time reported. line before the call was handled (by agent, voice mail, or others).
Note that the maximum time could be zero even though there
were handled calls in the case of the call being forwarded
immediately to voice mail.
The QueueCall records are examined for calls reported as
handled during this period. The DurationSeconds field with the
largest value for abandoned calls is reported.
Average Handled Once for each period The average time during the period that a caller was on the line
Time reported. before the call was handled (by an agent, voice mail, or others).
Note that the average time could be zero even though there were
handled calls in the case of the call being forwarded immediately
to voice mail.
The sum of the DurationSeconds field in all of the QueueCall
records for handled calls during the period divided by the number
of such calls to report the average time abandoned.
Total Calls Once for each period All calls passed through the workgroup. This includes calls that
reported. go straight to agents without waiting in queue.
Sum of Abandoned, Handled by Agent, Handled by Voice Mail,
and Handled by Others for the period.
Table B-10 Workgroup Queue Summary Report field descriptions
B.5.9 WAN Media Stream Summary Report

The WAN Media Stream Summary Report (Figure B-14) shows the summary of call quality
and call traffic for calls made over the WAN in multi-site deployments. By understanding
the amount of time the WAN is used for calls, you can estimate the amount of toll charges
ShoreTel 11.1 547

your organization is saving. In addition, by understanding the jitter and packet loss, you
can get an approximation of the quality of the WAN link and use this to influence your
service provider if required.
The Media Stream Report lists a matrix of all sites and the links to other sites on the system.
Media streams are reported rather than calls, since this report focuses on the exact amount
of bandwidth used. Calls can be quite complex involving multiple parties, including users,
voice mail, and auto-attendant. Each media stream that is reported includes the associated
Call ID (Call Identification) that can be correlated to the parties on the call for
troubleshooting purposes using the CDR database.
Figure B-14 Media Stream Summary Report

This report summarizes media streams (not calls) between the two sites. Media streams can
be for extensions or trunks. You can configure the report to display information for all calls
or for only intersite calls. IP phone media streams are not included in this report.
The Media Stream Summary Report is described as follows:
Site A Once for each pair of The name of the site. This data is retrieved from the ASiteName
sites being reported. field in the MediaStream table.
Site B Once for each pair of The name of the site that communicates to Site A. This data is
sites being reported. retrieved from the BSiteName field in the MediaStream table.
Quality - Avg Jitter Once for each pair of The average jitter is the average of the per-media stream maximum
sites being reported. jitter between the sites given in milliseconds. This data is retrieved
from the A MaxJitter and B MaxJitter fields in the MediaStream
table.
Quality - Max Jitter Once for each pair of The maximum jitter is the worst jitter encountered on any media
sites being reported. stream between the sites given in milliseconds. This data is
retrieved from the A MaxJitter and B MaxJitter fields in the
MediaStream table. The jitter buffer should be larger than this
value for proper operation.
The 'max jitter' value in this report is only recorded up to the
maximum jitter buffer value configured in Director.
Quality - % Packet Once for each pair of This is the number of packets that were expected to arrive but did
Loss sites being reported. not arrive at the destination. Lost packets were mostly likely
dropped on their way through the network.
Table B-11 WAN Media Stream Summary Report field descriptions
548

Quality - Blocked Once for each pair of The number of media that were not routed across the WAN due to
Calls sites being reported. insufficient WAN bandwidth (admission control reached). This
could indicate that more WAN bandwidth is required.
This is a count of the number of records in the MediaStream table
between the two sites with FailureCode = 1 (Admission Control
Inhibited Call).
Traffic Volume - Once for each pair of The number of media streams used between the two sites as
Total sites being reported. recorded in the MediaStream table.
Traffic Volume - Once for each pair of The duration of all the media streams used between the two sites.
Duration sites being reported. The value is the sum of duration for all records between the two
sites in the MediaStream table.
Traffic Volume - Once for each pair of The average duration of all the media streams used between the
Avg Duration sites being reported. two sites. The average is total duration of the media streams
between the two sites divided by the number of such media
streams.
Table B-11 WAN Media Stream Summary Report field descriptions
B.5.10 WAN Media Stream Detail Report

The WAN Media Stream Detail Report (Figure B-15) shows details of each media stream
placed over the WAN. You can configure the report to display information for all calls or for
only intersite calls.
Figure B-15 WAN Media Stream Detail Report
B.5.10.1 Call Included

See the Media Stream Summary Report for information about selection. This report calls
out each media stream established between two sites.
IP phone media streams are not included in this report.
The Media Stream Detail Report is described as follows:
ShoreTel 11.1 549


Site A Once for each media The name of the site. This data is retrieved from the ASiteName field in
stream. the MediaStream table.
Site B Once for each media The name of the site that communicates to Site A. This data is retrieved
stream. from the BSiteName field in the MediaStream table.
Start Time Once for each media The time the media stream began. This data is retrieved from the
stream. StartTime field in the MediaStream table.
WAN Once for each media “Yes” indicates the media stream accessed the WAN.
stream “No” indicates the media stream did not access the WAN.
CallID Once for each media The Call Identification number for the media stream listed on the detail
stream. report. By matching the CallID in the report to the CallID of a WAN call
with voice quality issues, you can understand the cause of the problems.
This data is retrieved from the CallID field in the MediaStream table.
Encoding Once for each media The method of voice encoding used for the media stream. This data is
stream. retrieved from the EncodingType field in the MediaStream table. The
EncodingType field can have the following values for encoding methods:
1 ALAW – PCMA/8000 (or G711A)
2 MULAWPCMU/8000 (or G711µ)
3 LINEARL16/16000
4 ADPCMDVI4/8000
5 G729AG729A/8000
6 G729BG729B/8000
7 LINEARWIDEBANDL16/16000
8 G722G722/8000
9 BV32BV32/16000
10 BV16BV16/8000
11 AAC_LC32000AAC_LC/32000
12 CustomCodec added by administrator
Max Jitter Once for each media The maximum jitter encountered. This value is the maximum of the A
stream. MaxJitter or B MaxJitter for the record in the MediaStream table for the
media stream.
If a significant number of calls are reported with a Max Jitter value close
or equal to the Maximum Jitter Buffer value, you may want to increase
the Maximum Jitter Buffer or investigate the cause of excess jitter in the
network.
% Packet Loss Once for each media This is the number of packets that were expected to arrive but did not
stream. arrive at the destination. Lost packets were mostly likely dropped on
their way through the network.
Duration Once for each media The duration of time the media stream was used across the WAN
stream. connection.
This data is retrieve from the DurationSeconds field of the MediaStream
table record for this call.
Table B-12 WAN Media Stream Detail Report field descriptions
B.5.11 Account Code Summary Report

Summarizes call information for each account, including number of calls each day, along
with their total and average duration. There are also totals for the reporting period. This
report allows the administrator to indicate whether there should be summary information
for each account. If this is desired, each extension’s use of the account is summarized. If
not, there's a simple total for the entire account code.
Account Codes are only applicable to outgoing calls. Outgoing calls are identified in the
Call table of the CDR database with the CallType field set to 3 (Outbound). The only
outgoing calls that appear in the report are those calls for which an Account Code was
collected (the account code is recorded in the BillingCode field of the Call table). If the user
does not provide an account code on an outgoing call (because it isn't required, or it is
optional and they choose not to provide it), that call does not show up on the report.
550
Figure B-16 Account Code Summary Report
The Account Code Summary Report fields are described Table B-13.
Account Shown once for each The account code that users enter to identify the account that a call
account being reported is logged against. The name of the account code as configured in
on. Director is also shown. For example, “300 (Marketing),” where
“300” is the account code and “Marketing” is the name. For each
call where account code information is collected, the account code
is stored in the BillingCode field of the Call table. The name of the
account code is stored in the FriendlyBillingCode field.
User Only shown if the The name and extension of the user who originated calls
report option is summarized in the report. For example, “John Smith (x3415).”
selected to “Enable The Extension field in the Call table identifies the party who
User Breakdown.” originated the account code call. The extension field is where the
Shown once for each report gets the extension number information. The name of the user
user who made calls comes from the PartyID (the first name) and PartyIDLastName (the
for the account being last name) fields of the Connect record for the party that originated
reported upon. the call. The Connect record is tied to the Call table record, by the
CallTableID field in the Connect table. All the Connect records for
a particular call have the same CallTableID setting.
Total Calls Repeated for each row. The total number of calls for a particular day for the account. The
total is broken down by user within each account if the “Enable
User Breakdown” option is selected. A call is reported for the day
on which the call started. That is, if a call starts on one day but ends
on the next day, it is only reported for the day on which it started.
The start of the call comes from the StartTime field in the Call table
record for each call.
Total Duration Repeated for each row. The total duration of the calls being reported on the row. The
duration is the total call duration, even if the call was transferred to
parties such that the originator of the call was not on the call for the
entire period. Duration is reported in the day the call started, but
includes the entire call duration. For example, a call starts on 1/17
(with 20 minutes on 1/17) and ends on 1/18 (with 30 minutes on 1/
18). The call is reported on 1/17 with duration of 50 minutes. This
is then included in the total duration for all calls on 1/17.
The duration of each call in this report comes from the Duration
field in the call table.
Average Duration Repeated for each row. Calculated by dividing the total duration for a row by total calls.
Table B-13 Account Code Summary Report field descriptions
ShoreTel 11.1 551

B.5.12 Account Code Detail Report

Provides a detailed list of calls that occurred for each account. For each call the date and
time of the call, number dialed, the extension making the call, and the duration of the call
is included. For each account, a summary is provided of the number of calls, along with
their total and average duration.
Account codes are only applicable to outgoing calls. Outgoing calls are identified in the
Call table of the CDR database with the CallType field set to 3 (Outbound). The only
outgoing calls that appear in the report are those calls for which an account code was
collected (the account code is recorded in the BillingCode field of the Call table). If the user
does not provide an account code on an outgoing call (because it isn't required, or it is
optional and they choose not to provide it) that call does not show up on the report.
Figure B-17 Account Code Detail Report
The Account Code Detail Report fields are described below.

Account Shown once for each The account code that users enter to identify the account that a call
account being is logged against. The name of the account code as configured in
reported on Director is also shown. For example, “300 (Marketing),” where
“300” is the account code and “Marketing” is the name.
For each call where account code information is collected, the
account code is stored in the BillingCode field of the Call table. The
name of the account code is stored in the FriendlyBillingCode field.
Date Repeated for each call. The date on which the call started. A call is reported for the day on
which the call started. That is, if a call starts on one day, but ends on
the next day, it is only reported for the day that it started on.
The Date is extracted from the StartTime field in the Call record for
each call in the report.
Time Repeated for each call. The time at which the call started.
Time comes from the StartTime field in the Call table record for
each call in the report.
Table B-14 Account Code Detail Report field descriptions
552

Dialed Number Repeated for each call. The number that was dialed to begin the call.
Dialed Number comes from the DialedNumber field in the Call
table record for each call in the report.
Calling Extension Repeated for each call. The number of the user that originated the call.
Calling Extension comes from the Extension field in the Call table
record for each call in the report.
Duration Repeated for each call. The total duration of the calls being reported on the row. The
duration is the call duration, even if the call was transferred to
parties such that the originator of the call was not on the call for the
entire period.
The duration of each call in this report comes from the Duration
field in the Call table.
Table B-14 Account Code Detail Report field descriptions
B.6 CDR Database

This appendix specifies how data is stored in the CDR database tables. The CDR database
records call data in the following tables:
Call Table: An entry is made in the Call table for each call in the ShoreTel system.
Other tables often reference the entries to the Call table.
Connect Table: An entry is made in the Connect table for each connection to a call.
When used with the Call table, a complete call history is provided.
MediaStream Table: An entry is made in the MediaStream table each time there is a
media stream between two switches that are at different sites. In some cases, such
as for conference calls, there may be multiple media streams per call.
AgentActivity Table: An entry is made in the AgentActivity table each time a
workgroup agent logs into a workgroup and when he or she completes wrap-up.
QueueCall Table: An entry is made in the QueueCall table for each call that is
handled by a workgroup server. The entry identifies how the call leaves the
workgroup—either by abandonment or for handling.
QueueStep Table: An entry is made in the QueueStep table for each step where the
workgroup server either hunts for agents or walks through workgroup queue steps.
This provides more detailed information about how the call was disposed of by the
workgroup server.
QueueDepth Table: An entry is made in the QueueDepth table each time the depth
of a workgroup server's call queue changes.
In addition to the tables listed above, the database contains a number of enumeration
tables, which are documented below when discussing the tables that reference these
enumeration/lookup tables.
Logged data is reflective of the time of the logging. For example, certain records contain the
name of a trunk group from the configuration database. The name of the trunk group may
be changed in the configuration database. New log entries reflect the changed name, but
existing logs continue to have the old name.
ShoreTel 11.1 553

B.6.1 Call Table

The CDR database reflects all calls within the system with a few exceptions which are listed
below. These exceptions reflect the ShoreWare Telephony Management Server (TMS) that
allows calls to continue even when portions of the system or network are not available. As
the TAPI service provider for the ShoreWare Server, TMS manages the call control
communications between all other ShoreWare services.
The exceptions are:
If TMS is not connected to any of the call endpoints, the call is not recorded in the
Call table. Because of network outages, TMS may not be connected to call
endpoints, yet the call endpoints may have the connectivity necessary to complete
the call (for example, the switches are able to communicate with each other but not
to TMS).
If TMS is not connected to some of the call endpoints (for example, a switch
involved in the call), the information about the call can be incomplete (for
example, the information in the Connect table as explained in the next section
would only reflect some of the parties involved in the call).
If TMS is restarted, any call entries that were incomplete, along with their
associated Connect entries are destroyed. Incomplete calls do not show “Yes” in the
locked field.
Also at TMS restart time, TMS logs any calls in progress.
The following flow chart illustrates how new entries are added to the Call table whenever
there is a call in the ShoreTel system. Note that an entry is added to the Call table when the
call begins (or when TMS starts up, for any calls in progress) and is updated when the call
ends.
Figure B-18 New Entries in the Call Table
554
The Call table is reference by other tables, most important among them being the Connect
table. You can analyze the Call and Connect tables to understand the complete disposition
of a call as attempts are made to add parties, transfers occur, and so on. Other tables can
index the Call table, through the primary key “ID,” which is unique for each record.
There is a CallID field that is used internally by the ShoreTel system to identify calls. This,
however, should not be used as the index into the table).
Close examination of the Call table shows that there are more calls recorded than you may
initially expect. For example, if a call is made to a workgroup, you will see an initial call,
generally from an incoming trunk. As agents are hunted, calls are made by the workgroup
server to agents. If multiple agents are hunted, there will be multiple calls. Once one of the
agents is successfully hunted, if you looked at the Connect table you see the agent being
attached to the original call.
Field Name Data Type Description
ID AutoNumber Unique identifier. (4-byte integer, required)
CallID Number Number for the existence of the call. (4-byte integer)
SIP GUID Text SIP Global ID number (32 characters, zero-length)
StartTime Date/Time For an inbound call, this is when the trunk has been seized. For an outbound
call, this is when the user has completed dialing. (8-byte date/time, required)
StartTimeMS Number Append this information to the StartTime to reduce the absolute start time to
the millisecond when the call began. (2-byte integer, required)
EndTime Date/Time Time when the call terminates (either by the near end hanging up or when the
end external to the system hangs up) and the ShoreTel switch receives the
notification of the disconnect. (8-byte date/time)
EndTimeMS Number Append this information to the StartTime to reduce the absolute start time to
the milliseconds of when the call began (milliseconds). (2-byte integer,
required)
CallNote Text User entered Call Note. This can be added from the ShoreTel desktop client.
(64 characters, zero-length)
BillingCode Text Account code assigned to the call. (32 characters, zero-length)
Locked Yes/No Read-only status for this call (set once call has ended). Not locked means the
call is still in progress. (boolean)
Extension Text For an outbound or extension-to-extension call, the extension has the dialed
number of the originator of the call.
This field is blank for an outbound call from an anonymous phone with no
currently assigned DN.
For an inbound call, the extension field contains the DN of the last party
involved in the call (excluding voice mail or auto-attendant). For instance, an
incoming call to an extension that transferred the call to extension 300 has
“300” in the extension field (the complete history of parties connecting to the
call can be found on the Connect table).
All calls to an extension that forwarded to voice mail have the extension of the
called party and not the voice mail number. (15 characters, zero-length)
Duration Date/Time Elapsed time of the call from beginning to end. Calculated by subtracting
StartTime from EndTime. Start time begins when the first party is added to a
call. End time is when the last party leaves resulting in the end of the call. (8-
byte date/time).
CallType Number See enumeration in CallType table. (1-byte integer, required)
WorkGroupCall Yes/No Is this a workgroup call? Yes indicates that the workgroup server was involved
in processing the call.
If the call was directed toward a workgroup server, but that server was
unavailable, then this field is set to “No” because the workgroup server never
becomes involved in the call. (boolean)
Table B-15 Call Table field descriptions
ShoreTel 11.1 555


LongDistance Yes/No From the perspective of the trunk for the call, did this call involve a long
distance connection? The first connect record of the call is used to determine
whether a call is long distance. If the first leg is an extension call, the value is
always No.
A trunk call can be transferred or conferenced, so the total long distance time
can only be determined by examining all Connect records. (boolean)
DialedNumber Text Extension-to-extension and outbound: Number dialed plus trunk access code if
any. (15 characters, zero-length)
CallerID Text For CallType=Inbound only: Caller-ID number if present. If blocked or
unavailable text is provided by the PSTN to indicate caller ID as unavailable it
is included here; for example, the text may be “blocked” or “unavailable” (15
characters, zero-length)
Archived Yes/No Has this call been archived? (boolean)
Table B-15 Call Table field descriptions
B.6.2 Enumeration Tables: Use for the Call Table

B.6.2.1 Call Type
Call Type Name Description

0 Null
1 ExtToExt Extension-to-extension call.
2 Inbound A trunk is the originating party.
3 Outbound An extension is originating and a trunk is called.
Table B-16 Call Type descriptions
B.7 Connect Table

The Connect table contains a record for each party in a call. There are many different types
of parties that can be reflected in the table including individual user extensions,
workgroups, workgroup agents, and trunks.
The following flow chart illustrates how new entries are added to the Connect table each
time a party is added to a call within the ShoreTel system.
B.7.1 Connect Table Field Descriptions

Table B-17 describes the Connect Table data fields.
B.7.2 Enumeration Tables Used for Connect Table

B.7.2.1 PartyType
Table B-18 lists the Connect Table party types.
B.7.2.2 PartyIDFlag
Table B-19 lists the Connect Table party ID flags.
556
Figure B-19 New Entries in the Connect Table

ID Auto- Unique identifier. (4-byte integer – required)
Number
PartyType Number Party that initiated the call. Value corresponds to value from Connect Type
Party Type table (Table B-17). (6-bit integer – required)
CallTableID Number Link to Call Table ID Key. (20-bit integer – required)
LineID Number TAPI permanent line ID for this party. (20-bit integer – required)
SwitchID Number Party’s Switch ID – unique ID assigned to configuration database to
Shoregear switch. Data only available through database – not Director.
Value of 0 indicates the party is a workgroup, voicemail, or an unassigned
user. In these cases, DN is are not assigned to a switch/port. (11-bit integer)
PortNumber Number Party’s port number corresponding to physical port or channel number on the
ShoreGear switch.
Value of 0 indicates the party is a a workgroup, voicemail or unassigned user.
(11-bit integer)
PortID Number Party’s port ID – if any. Unique ID assigned to ShoreGear switch port by
configuration database. Data available through database – not Director.
Value of 0 indicates the party is a workgroup, voicemail, or an unassigned
user. (11-bit integer)
PortName Text Name of port (Trunk or Extension) – user defined in Director. (50 characters)
GroupID Number Unique ID assigned by configuration database. (11-bit integer)
Value is a TrunkGroupID if PartyType=Trunk.
Value is UserGroupID if PartyType=Station.
Value is 0 if it is not applicable.
GroupName Number Data is defined is Director by use. (50 characters)
If PartyType=Station, value is name of the User-Group
If PartyType=Trunk, value is Trunk-Group.
ConnectTime Date/Time Time when party was added to call.
Initial parties on inbound call, value indicates time trunk was seized.
Initial parties on outbound call, value indicates time dialing was complete.
Table B-17 Connect Table field descriptions
ShoreTel 11.1 557


ConnectTimeMS Number Append to ConnectTime to determine start time of call with millisecond
precision. (11-bit integer, milliseconds)
DisconnectTime Date/Time Time when party disconnected from call.
DisconnectTimeMS Number Append to DisconnectTime to determine end time of call with millisecond
precision. (11-bit integer, milliseconds)
ConnectReason Number Connect reason code. Refer to Table B-20. (6-bit integer – required)
DisconnectReason Number Disconnect reason code. Refer to Table B-21. (6-bit integer – required)
PartyIDFlags Number Caller ID flags that specifies the data available in ID and Name fields
Internal party: number, name and last name from system address book.
External party: data corresponds to caller ID field provided by the PSTN.
Refer to Table B-19. (6-bit integer – required)
PartyID Text Number of party. Refer to PartyIDFlags field. (50 characters)
PartyIDName Text Name of party. Refer to PartyIDFlags field. (50 characters)
PartyIDLastName Text Last name of party. (50 characters)
Field is blank for external party – PartyIDName contains first and last name,
as provided by PSTN Caller ID service.
CtrlPartyIDFlags Number Caller ID flags that specifies the data available in ID and Name fields for the
controlling party. Controlling party causes the event. Example: for an entry
listing a call was transferred from extension 400 to extension 300, the
controlling party is extesnion 400. Original call will not have a control party.
Refer to Table B-19. (6-bit integer – required)
CtrlPartyID Text Number of controlling party. Refer to CtrlPartyIDFlags field. (50 characters)
CtrlPartyIDName Text Name of controlling party. Refer to CtrlPartyIDFlags field. (50 characters)
CtrlPartyIDLastName Text Last name of controlling party. (50 characters)
MailboxID Text Mailbox ID if PartyType=VMForward or VMLogin
PartyType=VMForward – specifies mailbox receiving forwarded message.
PartyType=VMLogin – specifies original target mailbox.
RelatedCallTableID Number Reserved. (20-bit integer).
TalkTime Date/Time Total connect time. Calls with more than 24 hours include the date. Date not
included on calls shorter than one hour. (8-byte date/time)
Example: A 25 hour call has a TalkTime of 1 day and 1 hour.
TalkTimeSeconds Number The seconds component of the TalkTime. (20-bit integer, seconds)
HoldTime Date/Time Time on hold. Includes date on calls with more than 24 hours hold time. Date
not included on calls with less than one hour hold time. (8-byte date/time)
Example: A call with 25 hour time has a HoldTime of 1 day and 1 hour.
RingTime Date/Time Inbound calls: time spent offering
Outbound calls: ringback time.
Duration Date/Time The time between ConnectTime and DisconnectTime
LongDistance Number Lists trunk connected long distance for outbound calls if PartyType=trunks
TrunkDirection Number Indicates inbound / outbound direction. Refer to TrunkDirection
Enumeration Table.
SecurityFlag Number AES/SRTP flags that indicates call encryption status. (6-bit integer)
SiteName Text Reserved (50 characters)
ServerName Text Reserved (64 characters)
Table B-17 Connect Table field descriptions
B.7.2.3 ConnectReason
Table B-20 lists the Connect Table connect reason codes.
558
Type # Party Type Description

0 Null
1 Station User extension which is currently assigned a home port; sometimes referred to as a
“logged in user”.
2 Trunk Trunk (of any kind).
3 Virtual A user extension which does not currently have an assigned home port (sometimes
referred to as a “logged out user”).
4 Workgroup Workgroup extension.
5 AutoAttendant Auto-Attendant extension.
6 VMForward Voice mail forward extension (take a message).
7 VMLogin Voice mail login extension.
8 BackupAA Backup auto-attendant (built into switch).
9 AnonPhone Anonymous telephone.
10 Nightbell Nightbell extension.
11 Paging Paging extension.
12 WorkgroupAgent Records marked as WorkgroupAgent for calls transferred from a Workgroup to an
Agent. Direct inbound calls to an agent are Station type.
13 Unknown Unknown type.
14 RoutePoint Route point.
Table B-18 Party Type Enumeration Table
Flag # Party ID Flag Name Description

0 Null
1 Blocked Blocked
2 OutOfArea Out-Of-Area
4 Name Name
8 Address Address
12 NameAddress Name & Address
16 Partial Partial
32 Unknown Unknown
64 Unavailable Unavailable
Table B-19 Party ID Flag Enumeration Table
Connect # Connect Reason Description

0 Null
1 Direct TMS was not available when the party connected to the call. Connection
information is logged, but there is no more ConnectReason information.
2 ForwardBusy The party was connected because the previous party's call handling mode was
set to forward calls if the previous party was busy.
3 ForwardNoAnswer The party was connected because previous party's call handling mode was set
to forward calls if the previous party didn't answer.
4 ForwardAll The party was connected because previous party's call handling mode was set
to forward all calls.
5 Pickup The call was connected because the called party answered the call.
Table B-20 Connect Reason Enumeration Table
ShoreTel 11.1 559

Connect # Connect Reason Description

6 Unpark Unpark
7 Redirect Redirect
8 Completion Completion
9 Transfer The call was connected after the call was transferred to the party.
10 Reminder Reminder
11 Unknown Unknown
12 Unavailable Unavailable
13 Intrude Intrude
14 Parked Parked
15 CampedOn CampedOn
16 RouteRequest RouteRequest
17 Called The party was added to the call because it was the initial target of the call.
18 Forward Forward
19 Originate The party initiated this call.
20 Conference The party was added to the call because the party was conferenced into the call.
Table B-20 Connect Reason Enumeration Table
B.7.2.4 Disconnect Reasons

Table B-21 lists the Connect Table disconnect reason codes.
Reason # Disconnect Reason Description
0 Null
1 Normal Normal termination
2 Unknown Unknown reason
3 Reject Call Call was rejected
4 Pickup Call Call picked up by other destination
5 Forwarded Call Call forwarded to another destination
6 Busy Busy destination
7 NoAnswer No answer by destination
8 BadAddress Bad address
9 Unreachable Destination cannot be reached
10 Congestion Inadequate bandwidth
11 Incompatible Destination is incompatible
12 Unavailable Destination is unavailable
13 NoDialTone No dial tone from the trunk
14 NumberChanged Destination number changed
15 OutOfOrder Destination out of order
16 TempFailure Temporary failure
17 QoSUnavailable QoS not available
18 Blocked Destination blocked
Table B-21 Disconnect Reason Enumeration Table
560
Reason # Disconnect Reason Description

19 DoNotDisturb Do not disturb
20 Cancelled Call cancelled
21 Unpark Call unparked to different destination
Table B-21 Disconnect Reason Enumeration Table
B.7.2.5 Trunk Direction

Table B-22 lists the Trunk Direction flags.
Flag # Party ID Flag Name Description
2 Inbound The trunk direction is established by the central office
3 Outbound The trunk direction is established by the local system.
Table B-22 Trunk Direction Enumeration Table
B.8 MediaStream Table

The MediaStream table logs media information about InterSite Calls. At a high level, there
is one such entry for each InterSite call. Information about both parties involved in the call
is recorded.
CallID Number Unique number for the existence of the call. (4-byte integer)
SIP GUID Text SIP Unique Global ID number (32 characters, zero-length)
EncodingType Number Encoding type used for media stream. (1-byte integer)
PayloadSize Number Media payload size in bytes for each media packet. (4-byte integer)
StartTime Date/Time Date and time the call started.
Duration Date/Time Elapsed time of call from begin to end. (8-byte date/time)
DurationSeconds Number Elapsed seconds time of call from begin to end. (4-byte integer)
FailureCode Number Error code. See MediaFailureCode table for enumeration. (1-byte integer)
A PartyType Number Party A's type enumeration. See the PartyType table. (1-byte integer)
A SiteID Number Party A's Site ID. (4-byte integer)
A SiteName Text Party A's Site Name. (50 characters, zero-length)
A LineID Number TAPI permanent line ID for party A. (4-byte integer)
A Name Text Call type name for party A. (50 characters, zero-length)
A_Extension Text Call extension number for party A (32 characters, zero-length)
A IP Address Text Local IP Address for party A. (15 characters, zero-length)
A TotalPackets Number Total packets received by party A. (4-byte integer)
A LostPackets Number Total packets lost by party A. (4-byte integer)
A MaxJitter Number Maximum jitter (ms) for party A. (4-byte integer)
A Underruns Number Number of receive underruns for party A. (4-byte integer)
A Overruns Number Number of receive underruns for party A. (4-byte integer)
Table B-23 Media Stream Data Field descriptions
ShoreTel 11.1 561


B PartyType Number Party B's type enumeration. (1-byte integer)
B SiteID Number Party B's Site ID. (4-byte integer)
B SiteName Text Party B's Site Name. (50 characters, zero-length)
B LineID Number TAPI permanent line ID for party B. (4-byte integer)
B Name Text Call type name for party B. (50 characters, zero-length)
B_Extension Text Call extension number for party B (32 characters, zero-length)
B IP Address Text Local IP Address for party B. (15 characters, zero-length)
B TotalPackets Number Total packets received by party B. (4-byte integer)
B LostPackets Number Total packets lost by party B. (4-byte integer)
B MaxJitter Number Maximum jitter (ms) for party B. (4-byte integer)
B Underruns Number Number of receive underruns for party B. (4-byte integer)
B Overruns Number Number of receive overruns for party B. (4-byte integer)
InterSite Yes/No Indicates a logged call is InterSite. Only Intersite calls are logged.
Archived Yes/No Has this entry been archived? (boolean)
Table B-23 Media Stream Data Field descriptions
B.9 AgentActivity Table

The AgentActivity Table records information about workgroup agent's availability. Entries
are made to record agents’ Login/Logout from the workgroup and to reflect their time in
Wrapup mode. The following flow chart illustrates how new entries are added to the
AgentActivity table.
Figure B-20 Entries to the AgentActivity Table
562
The left flow shows how each time a workgroup agent logs in, a LogInOut entry is added,
which is then updated at logout time. The right flow shows how the AgentActivity table is
also updated as agents complete their handling of workgroup calls.
CallID Number Unique number for the existence of the call. Provided in wrapup records. (4-
byte integer)
AgentDN Text WorkGroup Agent’s dialed number (extension). (15 characters, zero-length)
AgentFirstName Text WorkGroup Agent’s First Name (50 Characters, zero-length).
AgentLastName Text WorkGroup Agent’s Last Name (50 Characters, zero-length) (may be blank
if the agent doesn’t have a last name in the configuration database)
State Number Enumerated Agent State—set AgentStateLUT for possible values.
WorkGroupDN Text WorkGroup dialed number (extension) for which this agent activity is for
(15 characters, zero-length)
WorkGroupName Text Workgroup’s name. (50 Characters, zero-length)
StartTimeStamp Date/Time Start time stamp. For LogInOut records, StartTimeStamp indicates the time
when the agent logged into the workgroup. For wrapup records, the
StartTimeStamp indicates the time when the agent entered wrapup time. See
notes below. (8-byte date/time).
EndTimeStamp Date/Time End time stamp (8-byte date/time).
Table B-24 Agent Activity Table field descriptions
Two types of records are placed in the AgentActivity table. The State field identifies
the type of record.
LogInOut Records record the time that an agent is logged into the workgroup.
Wrapup records record the time that an agent is in wrapup state.
All records in the table should have ID, AgentDN, AgentFirstName,
AgentLastName (unless blank), State, WorkGroupDN, WorkGroupName,
StartTimeStamp, and Archived.
LogInOut Records may exist for agents that have Logged into the workgroup but
have not yet logged out. For these records the StartTimeStamp indicates the time
when the agent logged into the workgroup. The EndTimeStamp is updated when
the agent logs out of the workgroup with the time of the logout.
For wrapup records the StartTimeStamp indicates the time when the agent entered
wrapup time and EndTimeStamp indicates when they exit wrapup state.
Wrapup records can contain a CallID to identify the Call that the agent was
wrapping up from for the Wrapup record. This will not be provided in cases where
the agent is manually placed in wrapup state when not on a call.
There is always a wrapup record when an agent wraps up a call, even for the case
where wrapup time is set to zero.
B.9.1 Enumeration Tables Used for AgentActivity

Table B-25 lists the Agent Activity Enumeration Tables.
Login and Logout are no longer used.
ShoreTel 11.1 563

State # AgentState Description

0 Null
1 Reserved Previously used for Login
2 Reserved Previously used for Logout
3 Wrap_Up Agent performing post-call wrap-up
4 Reserved Temporarily used for Outcalls
5 LogInOut Agent Login later updated with Logout time.
6 SecLogInOut Secondary login activity for agents belonging to multiple Workgroup.
Table B-25 Agent Activity Enumeration Table
B.10 QueueCall Table

Each time a call is processed by the workgroup server, an entry is made in the QueueCall
table. A workgroup is a call queuing mechanism, thus the name “QueueCall” in the CDR
database.
Each time a call is made to a workgroup when the workgroup server is operational, an
entry is made in the QueueCall table; moreover, there is only one entry for each call. In
other words, one and only one entry appears for each call. A call can be made to the
workgroup dialed number, but if the workgroup server does not process the call, an entry is
not made in the QueueCall table for the call. Moreover, the call will not be marked as a
workgroup call in the call table.
The following flows chart illustrates how updates are made to the QueueCall table.
Each entry in the QueueCall table contains the following fields:
Partial records are never written. A record is written only once, either when the call
is abandoned, the call is connected to an agent, or leaves the queue for other
reasons as enumerated in QueueExitReasonLUT.
If QueueExitReason = Abandon, target information (TargetType, TargetFirstName,
TargetLastName, TargetDN) is meaningless and will be blank.
If QueueExitReason is TransferToAgent, the TargetFirstName and TargetLastName
are filled in with information about the agent.
If the QueueExitReason is Forwarding (2, 3, 4, or 5 for forward always, busy, no
answer, or no logged in agent) or transfer (9, 10, and 11 for transfer to a menu,
extension or voice mail), the DN that the call is being forwarded or transferred to is
provided in the TargetDN field. However, the TargetFirstName and
TargetLastName are not provided.
A QueueExitReason is always entered. The field will never be blank. “Unknown”
will only be used in the case of failure (and maybe not at all).
B.10.1 Enumeration Tables Used for QueueCall
ForwardMaxRings is no longer used.

Exit Reasons for Forwarding (2-5) reflects the call being forwarded from the
workgroup. These are used when the call leaves the workgroup as a result of call
handling and the call handling indicates to forward the call to an internal or
564
Figure B-21 New Entries to the CallQueue Table

CallID Number Unique number for the existence of the call. (4-byte integer)
ConnectTableID Number Link to Connect Table ID Key. You can find more information about the
connection to the call in the connect table. The Connect table entry here is
for the Workgroup DNs connection to the call.
If you want information from the Call table entry for this call, the reference
to the Call table in the Connect entry should be used to find the Call table
entry. (4-byte integer)
StartTime Date/Time The time at which the call is answered by the workgroup server, thereby
beginning it’s time on the call queue (workgroup) DN.
(8-byte date/time)
Duration Date/Time Time from when the call is offered to the workgroup DN until it leaves the
call queue. The call leaves the queue when it is answered by an agent, is
abandoned by the calling party, or leaves the queue for other reasons. The
complete lists of reasons for leaving the queue are found in the
QueueExitReasonLUT table. (8-byte date/time)
DurationSeconds Number Duration expressed in number of seconds. (4-byte integer)
QueueName Text Name of the call queue (workgroup). (50 characters, zero-length)
QueueDN Text Extension number of the call queue (workgroup). (15 characters, zero-
length)
Table B-26 Queue Call Table Field Descriptions
ShoreTel 11.1 565


ExitReason Number Enumerated reason the call left the call queue (see the
QueueExitReasonLUT for enumerations). (1-byte integer)
TargetType Number Enumerated type of handoff target (see TargetTypeLUT for enumerations).
(1-byte integer)
TargetFirstName Text Name or first name of target. (50 characters, zero-length)
TargetLastName Text Last name of target if applicable (blank if the target agent doesn’t have a last
name in the configuration database). (50 characters, zero-length)
TargetDN Text Dialed number of target. (15 characters, zero-length)
Table B-26 Queue Call Table Field Descriptions
ExitReason Name Description

0 Null
1 TransferToAgent Hunt succeeded and transferred to agent.
2 ForwardAlways Workgroup forwarding all calls.
3 ForwardBusy All logged in agents on call.
4 ForwardNoAnswer All available agents did not answer.
5 FwdNoLoginAgent No logged in agents.
6 Reserved
7 Abandon Call dropped while in WG or Queue.
8 Reserved
9 TransferVM Option taken to transfer to voice mail
10 TransferExtension Option taken to transfer to an extension.
11 TransferMenu Option taken to transfer to a menu.
12 Pickup Agent picked up call from queue.
13 Unpark Agent parked call from queue.
Table B-27 Queue Call Exit Reason Enumeration Table
external number. Call handling can also indicate that the call is entering the call
queue for the workgroup. In that case, these exit reasons are not used because the
call does not exit the queue at that point.
Exit Reason 8, Abandon, is used when the caller drops the call either by physically
hanging up or by taking an option on a Queue Step to hang up.
Even after a call is forwarded to the queue, it remains on the queue and it may still
be successfully transferred to an agent or abandoned. Exit Reason 1 or 7 is recorded
if either of these occurs.
In addition to a call being successfully hunted or abandoned while on the queue, it
may exit the queue because of an option taken during a queue step. The call will
exit the queue if the caller takes any of the following options:
— Take a message
— Transfer to extension
— Go to menu
— Exit reasons 9, 10, and 11 have been added to cover these cases.
566
Target # TargetType Description

0 Null
1 Agent Workgroup agent.
2 Menu A menu on the ShoreTel system.
3 Mailbox A mailbox on the ShoreTel system.
4 OtherIntrnExtrn Any other extensions to which the call is targeted.
Table B-28 Queue Call Target Type Enumeration Table
B.11 QueueStep Table

The QueueStep table logs data about time spent in queue steps or in hunting for agents.
QcallTableID Number Link to the Autonumber field in the QueueCall table. This essentially
identifies the QueueCall that this step is associated with. (4-byte integer)
StartTime Date/Time Time at which the call first enters this step. (8-byte date/time)
Duration Date/Time Elapsed time spent in this step. (8-byte date/time)
DurationSeconds Number Elapsed seconds spent in this step. (4-byte integer)
StepNumber Number Step number if this is not a hunting record (as identified by the Hunting field
set to Yes). The step number corresponds to the step number in the
workgroup configuration.
ExitReason Number Enumerated reason for exit from step. (1-byte integer)
Hunting Yes/No If true the times correspond to hunting, or else this indicates a queue step.
(boolean)
Table B-29 Queue Call Field Descriptions
There is a record for each period that the call spends hunting and for each period a call
spends in a queue step. For example, if a call to a workgroup initially hunts for agents, then
goes to the queue and exits the workgroup from that queue step, there will be two records
for the call in the QueueStep table. The first record would be for hunting (the duration may
be zero if, for example, no agents were logged in). The second record is for the first queue
step from which the call exited.
ShoreTel 11.1 567

568
Appendix C: ShoreTel Administration Guide
C H A P T E R C
ShoreGear Switches
This appendix describes the ShoreGear voice switches. Switch model numbers are located
on the rear panel, as shown in Figure C-1.
Figure C-1 Switch Model Number Label
C.1 Switch Models

ShoreGear models are classified into two switch families, based on chassis type:
1-U Half Width Switches
1-U Full Width Switches
The following is a brief description of each switch family.
C.1.1 ShoreGear 1-U Half Width Voice Switches

The ShoreGear 1-U Half Width Switch family is the most recent ShoreGear switch design.
1-U Half Width have a smaller footprint, use less power, and have lower heat dissipation
requirements than earlier ShoreGear switches. These switches offer higher granularity in
the number of IP users supported, allowing customers to precisely program the switch to
satisfy their requirements.
ShoreGear 1-U Half Width Voice Switch models include:
ShoreTel 11.1 567

ShoreTel Administration Guide Appendix C:
ShoreGear 220T1 (SG 220T1)

ShoreGear 220T1A (SG 220T1A)
ShoreGear T1k (SG T1k)
ShoreGear 220E1 (SG 220E1)
ShoreGear E1k (SG E1k)
C.1.2 ShoreGear Voicemail Model Voice Switches

Voicemail Model Switches are ShoreGear switches that provide voicemail services and
access to auto attendant menus for extensions hosted by the switch. Voicemail Model (V
Model) switches provide local access to voicemail while being controlled by a Distributed
server at a different location.
ShoreGear V Model Switch models include:
ShoreGear 90V (SG 90V)
ShoreGear 50V (SG 50V)
ShoreGear 90BRIV (SG 90BRIV)
C.1.2.1 Capacity
Number of V Model switches allowed per system

A ShoreTel system supports a maximum of 100 V Model Switches. There are no restrictions
concerning the allocation of switches among the sites defined by the system.
Simultaneous Voicemail Calls per V Model switches

Voicemail Model Switches support the following number of simultaneous voicemail calls.
SG50V – Maximum of 5 Voicemail calls per switch
— G711 calls: 5
— G729 calls: 2
SG90V – Maximum of 9 Voicemail calls per switch
— G711 calls: 9
— G729 calls: 4
SG90BRIV – Maximum of 9 Voicemail calls per switch
— G711 calls: 9
— G729 calls: 4
Call Load
Voicemail Model Switches call load capacity is as follows:
5400 BHCC when supporting 90 MGCP IP Phones or 90 SIP Trunks
3600 BHCC when supporting 90 SIP IP Phones or 90 SIP Trunks
568
Compact Flash Memory

Voicemail Model switches store voicemail and Auto Attendant files on compact flash. Flash
card capacity for V Model Switches is:
SG50V: 1 Gb
SG90V: 2 Gb
SG90BRIV: 2 Gb
Media Support
Voicemail Model Switches support the following media streams:
G711
— Music on Hold (MOH): 15 calls
— Backup Auto Attendant (BAA): 50 calls
G729
— Music on Hold (MOH): none
— Backup Auto Attendant (BAA): none
SIP support
Voicemail Model Switches support the following SIP media streams:
G711 Ringback tone (Hunt Groups and Work Group calls): 50 media streams
G729 Ringback tone (Hunt Groups and Work Group calls): no support
C.1.3 ShoreGear 1-U Full Width Voice Switches

The ShoreGear 1-U Full Width Switch family includes three models that support analog, IP,
SIP, T1, and E1 voice data streams. Full width switch models can be stacked or mounted
directly into a standard 19-inch equipment rack. These switches are all 1 RU and have an
RJ21X connector for connection to analog phones and trunks. They also feature redundant
Ethernet LAN connections for greater availability and reliability.
ShoreGear 1-U Full Width Voice Switch models include:
ShoreGear T1 (SG T1)
ShoreGear E1 (SG E1)
ShoreGear 24A (SG 24A)
ShoreTel 11.1 569

C.2 Specifications – SG 1-U Half-Width Switches

C.2.1 ShoreGear 90 Voice Switch
The following sections describe ShoreGear 90 resource capacity, LED behavior, and
connectors. The ShoreGear 90 is not supported in installations outside the U.S. and
Canada. Figure C-2 displays the ShoreGear 90 front plate.
Audio Input Port

(music on hold)
Status Network LAN 1

LED LEDs Connector
Default
Switch
Power Network LAN 2 RS-232C RJ-21X

LED LEDs Connector Maintentance Telco Port
Port
Audio Output Port
(night bell)
Figure C-2 ShoreGear 90 Front Plate
C.2.1.1 Switch Capacity

Analog Circuit Resources
— Ports 1-8: Eight Loop Start Trunks
— Ports 9-12: Four Extensions or DID Trunks. A single command configures all ports
as either Extensions or DID trunks.
— Power Failure Transfer Unit: Trunk Port 1 to Extension Port 12
Make Me Conference Resources: 12 ports
— Ports 1-12
Maximum IP Phone Resources: 90 devices
— Analog Port Reallocation: 60
— Built-in Resources: 30
C.2.1.2 LED Descriptions
Power LED
The ShoreGear 90 has one power LED, which indicates the following:
On: The switch is operating normally.
Off: The switch has no power.
Flashing:
570
— 2 flashes—The switch failed its internal self-test. This indicates a hardware failure.
Replace the unit and submit a Return Material Authorization (RMA) to ShoreTel,
Inc.
— 3 flashes—Booting via FTP. Flash memory might be corrupted. Go to the Quick
Look page to ensure that the system is running properly.
— 4 flashes—The IP address is unavailable. DHCP and BOOTP did not respond to the
IP address request, and the IP address is not available in nonvolatile memory to
continue boot process. The switch will automatically reboot in five seconds and try
again. Check the BOOTP/DHCP server and the network configuration to ensure
that the voice switch is receiving a valid IP address.
— 5 flashes—The operating system is not available. The switch is booting from FTP
but cannot find the boot files. It automatically reboots in five seconds. You can use
BOOTP or DHCP to tell the switch where the files are. If you are using BOOTP, set
the BOOTP server to the IP address of the ShoreWare server, and set the boot file to
/tsk/vxworks. If you are using a DHCP server that supports options 66 and 67, set
option 66 to the ShoreWare server’s IP address, and set option 67 to /tsk/vxworks.
— 6 flashes—Using a previously stored IP address. A BOOTP/DHCP transaction was
attempted, but the BOOTP/DHCP server did not respond. The switch continues to
use the IP address stored in nonvolatile memory until it receives a valid response. If
the switch receives a response that provides a different IP address, it reboots using
the new IP address. If the switch receives a response that matches the IP address
stored in nonvolatile memory, it continues operation, and the power LED stops
flashing. If the problem persists, check the BOOTP/DHCP server and network
configuration.
Network LEDs
The ShoreGear 90 network LEDs (LAN1 and LAN2) indicate the speed at which the switch
is communicating with the network and whether there is network activity.
When both LAN connectors are connected into a redundant network configuration, one
network port is active while the other is in standby mode. If one LAN connection fails, the
switch activates the other port.
The network LED descriptions are as follows:
Link/Activity: When lit, this LED indicates that the switch is connected to an Ethernet
network. This LED indicates network activity, as follows:
— When flashing, network activity is detected.
— When on (not flashing), the switch is connected to an Ethernet network.
— When off, the switch cannot detect an Ethernet network.
This LED is not directly related to any switch’s individual network activity. For
example, if three switches are connected to the same hub and one switch’s Traffic LED
shows activity, the other switches will indicate the same activity.
100M:
— When green, the switch is connected to a 100BaseT network.
— When off, the switch is connected to a 10BaseT network.
Status LED
The ShoreGear 90 has one status LED to provide general information about the ports. The
color and blink pattern of the LED indicate the port function:
Status LED (Green)
ShoreTel 11.1 571

— When on steady, no ports are handling active calls.

— When flashing fast, at least one port is handling an active call.
Status LED (Yellow)
— When on steady, no ports are handling active calls and at least one port is out of
service.
— When flashing slow, the switch is not connected (or has lost connection) to a
ShoreTel server.
— When flashing fast, at least one port is handling an active call and at least one port
is out of service.
Off: No ports are assigned.
C.2.1.3 ShoreGear 90 Connectors

The ShoreGear 90 voice switch contains the following components:
1 3.5 mm mono connector for audio input (music on hold)
1 3.5 mm mono connector for audio output (overhead paging and night bell)
1 DB-9 female connector for maintenance
2 RJ-45 connectors for the LAN interface
1 RJ-21X male connector for mass termination of the telephone/trunk ports
— Backup Operator: Extension Port 12
ShoreGear 90 RJ-21X Telephone and Trunk Connector

Table C-1 lists the RJ-21X Ring and Tip pin numbers for the SG 90
Ring Tip
Port Type
Pin # Cable Color Pin # Cable Color
1 Trunk 1 Blue/White 26 White/Blue
– 2 Orange/White 27 White/Orange
2 Trunk 3 Green/White 28 White/Green
– 4 Brown/White 29 White/Brown
3 Trunk 5 Slate/White 30 White/Slate
– 6 Blue/Red 31 Red/Blue
4 Trunk 7 Orange/Red 32 Red/Orange
– 8 Green/Red 33 Red/Green
5 Trunk 9 Brown/Red 34 Red/Brown
– 10 Slate/Red 35 Red/Slate
6 Trunk 11 Blue/Black 36 Black/Blue
– 12 Orange/Black 37 Black/Orange
7 Trunk 13 Green/Black 38 Black/Green
– 14 Brown/Black 39 Black/Brown
8 Trunk 15 Slate/Black 40 Black/Slate
– 16 Blue/Yellow 41 Yellow/Blue
9 Extension - DID 17 Orange/Yellow 42 Yellow/Orange
– 18 Green/Yellow 43 Yellow/Green
Table C-1 ShoreGear 90 RJ-21X Telephone and Trunk Connector Pins
572
Ring Tip
Port Type
10 Extension - DID 19 Brown/Yellow 44 Yellow/Brown
– 20 Slate/Yellow 45 Yellow/Slate
11 Extension - DID 21 Blue/Violet 46 Violet/Blue
– 22 Orange/Violet 47 Violet/Orange
12 Extension - DID 23 Green/Violet 48 Violet/Green
– 24 Brown/Violet 49 Violet/Brown
– 25 Slate/Violet 50 Violet/Slate
C.2.2 ShoreGear 90BRI Voice Switch

The following sections describe ShoreGear 90BRI resource capacity, LED behavior, and
connectors. Figure C-3 displays the ShoreGear 90BRI front plate.
Audio Input Port

(music on hold)
RS-232C BRI
Status Maintentance
BRI Ports BRI
LED Port
LEDs LEDs
Default
Switch
Network Network
Power LEDs LEDs RJ-21X
BRI
LED LAN Telco Port
Ports
Connectors
Audio Output Port
(night bell)
Figure C-3 ShoreGear 90BRI Front Plate

— Ports 9-12: Extensions
Digital Circuit Resources
— Four BRI Spans, each comprising two channels: Eight channels maximum
— Ports 9-12
— Digital Channel Reallocation: 40
ShoreTel 11.1 573

Power LED
The ShoreGear 90BRI has one power LED, which indicates the following:
Flashing
— 2 flashes—The switch failed its internal self-test. This indicates a hardware failure;
replace the unit and submit a Return Material Authorization (RMA) to ShoreTel,
Inc.
configuration.
Network LEDs
The ShoreGear 90BRI network LEDs (LAN1 and LAN2) indicate the speed at which the
switch is communicating with the network and whether there is network activity.
574
100M
Status LED
The ShoreGear 90BRI has one status LED to provide general information about the ports.
The color and blink pattern of the LED indicate the port function:
Status LED (Green)
— When flashing fast (100 msec on/off), at least one port is handling an active call.
Status LED (Yellow)
service.
— When flashing slow (1 sec. on/off), the switch is not connected (or has lost
connection) to a ShoreTel server.
— When flashing fast (100 msec on/off), at least one port is handling an active call
and at least one port is out of service.
BRI LED
Each BRI connector has two LEDs to indicate port activity. The color and blink pattern of
the LED indicate the port function:
— LED 1: Off, LED 2 Off – Port not configured in Director
— LED 1: Yellow, LED 2 Off – Port inactive or not connected
— LED 1: Off, LED 2 Off – Layer 1 active. Layer 2 not established
— LED 1: Off, LED 2 Green – Layer 1 active. Layer 2 active.
— LED 1: Off, LED 2 Green flashing – Call in progress (Layer 1, Layer 2, and Layer 3
active).
C.2.2.3 ShoreGear 90BRI Connectors

The ShoreGear 90BRI voice switch contains the following components:
4 RJ-45 T1 telco port
ShoreGear 90BRI RJ-21X Telephone and Trunk Connector

Table C-2 lists the RJ-21X Ring and Tip pin numbers for the SG 90BRI

ShoreTel 11.1 575

Ring Tip
Port Type
– 1 Blue/White 26 White/Blue
– 3 Green/White 28 White/Green
– 5 Slate/White 30 White/Slate
– 7 Orange/Red 32 Red/Orange
– 9 Brown/Red 34 Red/Brown
– 11 Blue/Black 36 Black/Blue
– 13 Green/Black 38 Black/Green
– 15 Slate/Black 40 Black/Slate
9 Extension 17 Orange/Yellow 42 Yellow/Orange
10 Extension 19 Brown/Yellow 44 Yellow/Brown
11 Extension 21 Blue/Violet 46 Violet/Blue
12 Extension 23 Green/Violet 48 Violet/Green
Table C-2 ShoreGear 90BRI RJ-21X Telephone and Trunk Connector Pins
Audio Input Port

(music on hold)

LED LEDs Connector
Default
Switch

Port
Audio Output Port
(night bell)
576

— Ports 1-4: Four Loop Start Trunks
— Ports 11-12: Two Extensions or DID Trunks. A single command configures all ports
Make Me Conference Resources: six ports
— Ports 1-4, 11-12
Power LED
Flashing
Inc.
configuration.
ShoreTel 11.1 577

Network LEDs
100M
Status LED
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
is out of service.


578
Ring Tip
Port Type


— Ports 1-2: Two Loop Start Trunks
Make Me Conference Resources: none
Maximum IP Phone Resources: none
ShoreTel 11.1 579

Audio Input Port

(music on hold)

LED LEDs Connector
Default
Switch

Port
Audio Output Port
(night bell)

Power LED
Flashing:
Inc.
580
configuration.
Network LEDs
100M:
Status LED
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
is out of service.

ShoreTel 11.1 581


Ring Tip
Port Type
– 17 Orange/Yellow 42 Yellow/Orange
– 19 Brown/Yellow 44 Yellow/Brown
C.2.5 ShoreGear 30BRI Voice Switch

The following sections describe ShoreGear 30BRI resource capacity, LED behavior, and
connectors. Figure C-6 displays the ShoreGear 30BRI front plate.

— One BRI Span comprising two channels: two channels maximum
Make Me Conference Resource: None
582
Audio Input Port BRI

(music on hold) Port
RS-232C
Status Maintentance
LED Port
Default
Switch
Network Network
LAN
LED Telco Port
Connectors
Audio Output Port BRI
(night bell) LEDs
Figure C-6 ShoreGear 30BRI Front Plate

Power LED
The ShoreGear 30BRI has one power LED, which indicates the following:
Flashing
Inc.
ShoreTel 11.1 583

configuration.
Network LEDs
The ShoreGear 30BRI network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
Status LED
The ShoreGear 30BRI has one status LED to provide general information about the ports.
Status LED (Green)
Status LED (Yellow)
service.
BRI LED
584
active).
C.2.5.3 ShoreGear 30BRI Connectors

The ShoreGear 30BRI voice switch contains the following components:
ShoreGear 30BRI RJ-21X Telephone and Trunk Connector

Table C-5 lists the RJ-21X Ring and Tip pin numbers for the SG 30BRI
Ring Tip
Port Type
Table C-5 ShoreGear 30BRI RJ-21X Telephone and Trunk Connector Pins
ShoreTel 11.1 585

C.2.6 ShoreGear 220T1 Voice Switch

The following sections describe ShoreGear 220T1 resource capacity, LED behavior, and
connectors. The ShoreGear 220T1 is not supported in installations outside the U.S. and
Canada. Figure C-7 displays the ShoreGear 220T1 front plate.
Audio Input Port

(music on hold)
Status Network LAN 1 Telco

LED LEDs Connector T1 LEDs Port
Default
Switch
Power Network RS-232C

LED LEDs Maintentance
Port
Audio Output Port LAN 2 Monitor
(night bell) Connector Port
Figure C-7 ShoreGear 220T1 Front Plate

Digital Circuit Resources: 24 channels maximum
— One T1 circuit, 24 channels per circuit: 24 channels maximum
Maximum IP Phone Resources: 220
Power LED
The ShoreGear 220T1 has one power LED, which indicates the following:
Flashing
Inc.
586
configuration.
Network LEDs
The ShoreGear 220T1 network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
Status LED
TheShoreGear 220T1 has one status LED to provide general information about the ports.
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
ShoreTel 11.1 587

is out of service.
Monitor and Telco LEDs

The Monitor and Telco LEDs indicate line coding, network framing, and loopback status.
These LEDs are color coded—green, yellow, and red. The Monitor and Telco LED
descriptions follow.
Telco and Monitor LED alarms and errors are logged as switch events in ShoreWare
Director’s event log.
Line Coding: This LED indicates line coding status, as follows:
— When green, the line coding signal is good.
— When yellow, bipolar violations (BPV) are being received at one second intervals.
— When red, a loss of signal (LOS) has occurred.
— When flashing red, loopback is active (local or CO).
— When off, the switch has no power.
Framing: This LED indicates network framing status, as follows:
— When green, the T1/E1 signal is in frame; the signal is synchronized.
— When yellow, a yellow alarm has been received from the Central Office.
— When flashing yellow, the frame-bit error rate has exceeded its limits. A small
number of frame-bit errors (>1 per million) have occurred; this state will take up to
10 minutes to clear.
— When flashing fast yellow, a series of frame-bit errors (>1 per 1000) have occurred.
— When red, the T1/E1 signal is out-of-frame (OOF). The received signal cannot be
framed to the Extended Superframe (ESF) or D4 format.
C.2.6.3 ShoreGear 220T1 Connectors

The ShoreGear 220T1 voice switch contains the following components:
1 RJ-45 T1 monitor port for connecting test equipment
C.2.7 ShoreGear 220T1A Voice Switch

The following sections describe ShoreGear 220T1A resource capacity, LED behavior, and
connectors. The ShoreGear 220T1A is not supported in installations outside the U.S. and
Canada. Figure C-8 displays the ShoreGear 220T1A front plate.

— Ports 1-2: Two Loop Start Trunks
588
Audio Input Port

(music on hold)
Status Network LAN 1 T1 Telco

Default
Switch
Power Network RS-232C T1 LEDs RJ-21X

LED LEDs Maintentance Telco Port
Port
Audio Output Port LAN 2 T1 Monitor
Figure C-8 ShoreGear 220T1A Front Plate

— One T1 circuit, 24 channels per circuit
Make Me Conference Resource: Six ports
— Ports 1-2, 9-12
— Analog Channel Reallocation: 30
Power LED
The ShoreGear 220T1A has one power LED, which indicates the following:
Flashing
Inc.
ShoreTel 11.1 589

configuration.
Network LEDs
The ShoreGear 220T1A network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
Status LED
The ShoreGear 220T1A has one status LED to provide general information about the ports.
Status LED (Green)
Status LED (Yellow)
service.
590

— When yellow, bipolar violations (BPV) are received at one second intervals.
— When flashing yellow, the frame-bit error rate has exceeded its limits.
— When flashing slow yellow, a small number of frame-bit errors (>1 per million) have
occurred; this state will take up to 10 minutes to clear.
— When flashing fast yellow, a series of frame-bit errors (> 1 per 1000) have occurred.
C.2.7.3 ShoreGear 220T1A Connectors

The ShoreGear 220T1A voice switch contains the following components:
ShoreGear 220T1A RJ-21X Telephone and Trunk Connector

Table C-6 lists the RJ-21X Ring and Tip pin numbers for the SG 220T1AI
Ring Tip
Port Type
Table C-6 ShoreGear 220T1A RJ-21X Telephone and Trunk Connector Pins
ShoreTel 11.1 591

Ring Tip
Port Type
Table C-6 ShoreGear 220T1A RJ-21X Telephone and Trunk Connector Pins
C.2.8 ShoreGear-220E1 Voice Switch

The following sections describe ShoreGear-220E1 resource capacity, LED behavior, and
connectors. Figure C-9 displays the ShoreGear-220E1 front plate.
Audio Input Port

(music on hold)

LED LEDs Connector E1 LEDs Port
Default
Switch

Port
Figure C-9 ShoreGear-220E1 Front Plate

592
— One E1 circuit, 30 channels per circuit

Make Me Conference Resource: none
Maximum IP Phone Resources: 220
Power LED
The ShoreGear-220E1 has one power LED, which indicates the following:
Flashing
Inc.
configuration.
Network LEDs
The ShoreGear-220E1 network LEDs (LAN1 and LAN2) indicate the speed at which the
ShoreTel 11.1 593

100M
Status LED
The ShoreGear-220E1 has one status LED to provide general information about the ports.
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
is out of service.

— When flashing slow yellow, a small number of frame-bit errors (10e-6) have
occurred; this state will take up to 10 minutes to clear.
— When flashing fast yellow, a series of frame-bit errors (10e-3) have occurred.
594
C.2.8.3 ShoreGear-220E1 Connectors

The ShoreGear-220E1 voice switch contains the following components:
C.2.9 ShoreGear T1k Voice Switch

The following sections describe ShoreGear T1k resource capacity, LED behavior, and
connectors. The ShoreGear T1k is not supported in installations outside the U.S. and
Canada. Figure C-10 displays the ShoreGear T1k front plate.
Audio Input Port

(music on hold)

Default
Switch

Port
Figure C-10 ShoreGear T1k Front Plate

— One T1 circuit, 24 channels per circuit
Maximum IP Phone Resources: None
Power LED
The ShoreGear T1k has one power LED, which indicates the following:
ShoreTel 11.1 595


Flashing
Inc.
configuration.
Network LEDs
The ShoreGear T1k network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
596
Status LED
The ShoreGear T1k has one status LED to provide general information about the ports. The
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
is out of service.

C.2.9.3 ShoreGear T1k Connectors

The ShoreGear T1k voice switch contains the following components:
ShoreTel 11.1 597

C.2.10 ShoreGear E1k Voice Switch

The following sections describe ShoreGear E1k resource capacity, LED behavior, and
connectors. The ShoreGear E1k is not supported in installations outside the U.S. and
Canada. Figure C-10 displays the ShoreGear E1k front plate.
Audio Input Port

(music on hold)

LED LEDs Connector E1 LEDs Port
Default
Switch

Port
Figure C-11 ShoreGear E1k Front Plate

— One E1 circuit, 30 channels per circuit
Power LED
The ShoreGear E1k has one power LED, which indicates the following:
Flashing
Inc.
598
configuration.
Network LEDs
The ShoreGear E1k network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
Status LED
The ShoreGear E1k has one status LED to provide general information about the ports. The
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
is out of service.
ShoreTel 11.1 599


— When green, the E1 signal is in frame; the signal is synchronized.
C.2.10.3 ShoreGear E1k Connectors

The ShoreGear E1k voice switch contains the following components:
600
C.3 Specifications – SG Voice Model Switches

C.3.1 ShoreGear 90V Voice Switch
The following sections describe ShoreGear 90V resource capacity, LED behavior, and
connectors. The ShoreGear 90V is not supported in installations outside the U.S. and
Canada. Figure C-12 displays the ShoreGear 90V front plate.
Audio Input Port

(music on hold)
RS-232C
Status Network LAN 1 Auxilary
LED LEDs Connector Port
Default
Switch

Port
Audio Output Port
(night bell)
Figure C-12 ShoreGear 90V Front Plate

— Ports 1-8: Eight Loop Start Trunks
— Ports 1-12
Power LED
The ShoreGear 90V has one power LED, which indicates the following:
Flashing:
Inc.
ShoreTel 11.1 601


configuration.
Network LEDs
The ShoreGear 90V network LEDs (LAN1 and LAN2) indicate the speed at which the
100M:
Status LED
The ShoreGear 90V has one status LED to provide general information about the ports. The
Status LED (Green)
Status LED (Yellow)
602
service.
ShoreTel server.
is out of service.
C.3.1.3 ShoreGear 90V Connectors

The ShoreGear 90V voice switch contains the following components:
ShoreGear 90V RJ-21X Telephone and Trunk Connector

Table C-7 lists the RJ-21X Ring and Tip pin numbers for the ShoreGear 90V
Ring Tip
Port Type Pin # Cable Color Pin # Cable Color
5 Trunk 9 Brown/Red 34 Red/Brown
6 Trunk 11 Blue/Black 36 Black/Blue
7 Trunk 13 Green/Black 38 Black/Green
8 Trunk 15 Slate/Black 40 Black/Slate
Table C-7 ShoreGear 90V RJ-21X Telephone and Trunk Connector Pins
ShoreTel 11.1 603

Ring Tip
Port Type Pin # Cable Color Pin # Cable Color
C.3.2 ShoreGear 90BRIV Voice Switch

The following sections describe ShoreGear 90BRIV resource capacity, LED behavior, and
connectors. Figure C-13 displays the ShoreGear 90BRIV front plate.
Audio Input Port

(music on hold)
RS-232C BRI
Status Maintentance
BRI Ports BRI
LED Port
LEDs LEDs
Default
Switch
Network Network
LAN BRI
LED Ports Telco Port
Connectors
Audio Output Port
(night bell)
Figure C-13 ShoreGear 90BRIV Front Plate

— Four BRI Spans, each comprising two channels: Eight channels maximum
— Ports 9-12
Power LED
The ShoreGear 90BRIV has one power LED, which indicates the following:
604

Flashing
Inc.
configuration.
Network LEDs
The ShoreGear 90BRIV network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
ShoreTel 11.1 605

Status LED
The ShoreGear 90BRIV has one status LED to provide general information about the ports.
Status LED (Green)
Status LED (Yellow)
service.
BRI LED
active).
C.3.2.3 ShoreGear 90BRIV Connectors

The ShoreGear 90BRIV voice switch contains the following components:
ShoreGear 90BRIV RJ-21X Telephone and Trunk Connector

Table C-8 lists the RJ-21X Ring and Tip pin numbers for the SG 90BRIV
Ring Tip
Port Type
Table C-8 ShoreGear 90BRIV RJ-21X Telephone and Trunk Connector Pins
606
Ring Tip
Port Type
Table C-8 ShoreGear 90BRIV RJ-21X Telephone and Trunk Connector Pins
C.3.3 ShoreGear 50V Voice Switch

The following sections describe ShoreGear 50V resource capacity, LED behavior, and
connectors. The ShoreGear 50V is not supported in installations outside the U.S. and
Canada. Figure C-14 displays the ShoreGear 50V front plate.
Audio Input Port

(music on hold)
RS-232C
Status Network LAN 1 Auxilary
LED LEDs Connector Port
Default
Switch

Port
Audio Output Port
(night bell)
Figure C-14 ShoreGear 50V Front Plate
ShoreTel 11.1 607


— Ports 1-4: Four Loop Start Trunks
Make Me Conference Resources: six ports
— Ports 1-4, 11-12
Power LED
The ShoreGear 50V has one power LED, which indicates the following:
Flashing
Inc.
configuration.
608
Network LEDs
The ShoreGear 50V network LEDs (LAN1 and LAN2) indicate the speed at which the
100M
Status LED
The ShoreGear 50V has one status LED to provide general information about the ports. The
Status LED (Green)
Status LED (Yellow)
service.
ShoreTel server.
is out of service.
C.3.3.3 ShoreGear 50V Connectors

The ShoreGear 50V voice switch contains the following components:
ShoreGear 50V RJ-21X Telephone and Trunk Connector

Table C-9 lists the RJ-21X Ring and Tip pin numbers for the SG 50V
ShoreTel 11.1 609

Ring Tip
Port Type
610
C.4 Specification – SG 1U Full Width Switches

The ShoreGear 120 is often referred to as the ShoreGear 120/24 (SG 120/24).
Audio Input Port

(music on hold)
Power Analog Phone RJ-11

LED
Network
LEDs
ShoreGear- 120/24
Default LAN RS-232C RJ-21X Telco

Switch Connectors Maintentance Port
Port
Switch Port
Audio Output Port LEDs
(night bell)

— Ports 1-8: Eight Loop Start Trunks, DID Trunks, or Extensions
— Ports 9-24: Sixteen Extensions.
Make Me Conference Resource: 24 Ports
— Ports 1-24
Power LED
Flashing
Inc.
ShoreTel 11.1 611


/tsa/vxworks. If you are using a DHCP server that supports options 66 and 67, set
option 66 to the ShoreWare server’s IP address, and set option 67 to /tsa/vxworks.
configuration.
Switch Port LEDs

The ShoreGear 120 has 24 telephone/trunk port LEDs. The color of the LED indicates the
port function:
Green when the port is a telephone port.
Yellow when the port is a trunk port.
Off indicates the port is reserved for IP phones, for conferencing, or is unconfigured.
The following describes the switch port LED behavior and meaning:
Telephone Port LEDs (Green)
— When on steady, the port is configured as a telephone port and the telephone is
idle.
— When flashing with ring cadence, the telephone is ringing.
— When flashing slowly, the telephone is off hook.
— When flashing fast, the port is in use (call in progress).
Trunk Port LED (Yellow):
— When on steady, the port is configured as a trunk port and the trunk is idle.
— When flashing slowly, the trunk is off hook.
— When flashing fast, the trunk is in use (call in progress).
Port LED Alternating Green/Yellow: The port is out of service. The LED periodically
alternates green/yellow or yellow/green. The color of the LED between alternating
colors indicates the port type: green for phone and yellow for trunk.
Off (IP phone): When the LED is off, the port is reserved for IP phones, for
conferencing, or is unconfigured.
Network LEDs
The network LEDs (LAN1 and LAN2) indicate the speed at which the switch is
communicating with the network and whether there is network activity.
612
— When on (not flashing), heavy network activity is detected.
100M

1 RJ-11 connector for connecting an analog phone (extension 9)

Table C-10 lists the RJ-21X Ring and Tip pin numbers for the SG 120I
Ring Tip
Port Type
1 Trunk, DID, Extension 1 Blue/White 26 White/Blue
2 Trunk, DID, Extension 2 Orange/White 27 White/Orange
3 Trunk, DID, Extension 3 Green/White 28 White/Green
4 Trunk, DID, Extension 4 Brown/White 29 White/Brown
5 Trunk, DID, Extension 5 Slate/White 30 White/Slate
6 Trunk, DID, Extension 6 Blue/Red 31 Red/Blue
7 Trunk, DID, Extension 7 Orange/Red 32 Red/Orange
8 Trunk, DID, Extension 8 Green/Red 33 Red/Green
9 Extension 9 Brown/Red 34 Red/Brown
10 Extension 10 Slate/Red 35 Red/Slate
11 Extension 11 Blue/Black 36 Black/Blue
12 Extension 12 Orange/Black 37 Black/Orange
ShoreTel 11.1 613

Ring Tip
Port Type
13 Extension 13 Green/Black 38 Black/Green
14 Extension 14 Brown/Black 39 Black/Brown
15 Extension 15 Slate/Black 40 Black/Slate
16 Extension 16 Blue/Yellow 41 Yellow/Blue
18 Extension 18 Green/Yellow 43 Yellow/Green
20 Extension 20 Slate/Yellow 45 Yellow/Slate
22 Extension 22 Orange/Violet 47 Violet/Orange
24 Extension 24 Brown/Violet 49 Violet/Brown
C.4.2 ShoreGear 24A Voice Switch

The following sections describe ShoreGear 24A resource capacity, LED behavior, and
connectors. The ShoreGear 24A is not supported in installations outside the U.S. and
Canada. Figure C-16 displays the ShoreGear 24A front plate.
Audio Input Port

(music on hold)

LED
Network
LEDs
ShoreGear- 24A

Port
Switch Port
(night bell)
Figure C-16 ShoreGear 24A Front Plate

— Ports 1-24: Twenty four extensions
Make Me Conference Resource: 24 Ports
— Ports 1-24
614
Power LED
The ShoreGear 24A has one power LED, which indicates the following:
Flashing
Inc.
configuration.
Switch Port LEDs

The ShoreGear 24A has 24 telephone/trunk port LEDs. The color of the LED indicates the
port function:
idle.
Trunk Port LED (Yellow):
ShoreTel 11.1 615

Network LEDs
100M
C.4.2.3 ShoreGear 24A Connectors

The ShoreGear 24A voice switch contains the following components:
ShoreGear 24A RJ-21X Telephone and Trunk Connector

Table C-11 lists the RJ-21X Ring and Tip pin numbers for the SG 24AI
Ring Tip
Port Type
1 Extension 1 Blue/White 26 White/Blue
2 Extension 2 Orange/White 27 White/Orange
3 Extension 3 Green/White 28 White/Green
Table C-11 ShoreGear 24A RJ-21X Telephone and Trunk Connector Pins
616
Ring Tip
Port Type
4 Extension 4 Brown/White 29 White/Brown
5 Extension 5 Slate/White 30 White/Slate
6 Extension 6 Blue/Red 31 Red/Blue
7 Extension 7 Orange/Red 32 Red/Orange
8 Extension 8 Green/Red 33 Red/Green
13 Extension 13 Green/Black 38 Black/Green
14 Extension 14 Brown/Black 39 Black/Brown
15 Extension 15 Slate/Black 40 Black/Slate
16 Extension 16 Blue/Yellow 41 Yellow/Blue
18 Extension 18 Green/Yellow 43 Yellow/Green
20 Extension 20 Slate/Yellow 45 Yellow/Slate
22 Extension 22 Orange/Violet 47 Violet/Orange
24 Extension 24 Brown/Violet 49 Violet/Brown
Table C-11 ShoreGear 24A RJ-21X Telephone and Trunk Connector Pins

The ShoreGear 60 is often referred to as the ShoreGear 60/12 (SG 60/12).

— Ports 1-8: Eight Loop Start Trunks, DID Trunks, or Extensions
— Ports 9-12: Four Extensions.
Make Me Conference Resource: 12 ports
— Ports 1-12
ShoreTel 11.1 617

Audio Input Port

(music on hold)

LED
Network
LEDs
ShoreGear- 60/12

Port
Switch Port
(night bell)
Power LED
Flashing
Inc.
618
configuration.
Switch Port LEDs

port function:
— Green when the port is a telephone port.
— Yellow when the port is a trunk port.
— Off indicates the port is reserved for IP phones, for conferencing, or is
unconfigured.
idle.
Trunk Port LED (Yellow)
alternates green/yellow or yellow/green. The LED color between alternating colors
indicates the port type: green for phone and yellow for trunk.
Network LEDs
100M
ShoreTel 11.1 619


ShoreGear 60 voice switch contains the following components:

Table C-12 lists the RJ-21X Ring and Tip pin numbers for the SG 60.
Ring Tip
Port Type
1 Trunk, DID, Extension 1 Blue/White 26 White/Blue
2 Trunk, DID, Extension 2 Orange/White 27 White/Orange
3 Trunk, DID, Extension 3 Green/White 28 White/Green
4 Trunk, DID, Extension 4 Brown/White 29 White/Brown
7 Trunk, DID, Extension 7 Orange/Red 32 Red/Orange
8 Trunk, DID, Extension 8 Green/Red 33 Red/Green
– 21 Blue/Violet 46 Violet/Blue
– 23 Green/Violet 48 Violet/Green
620

The ShoreGear 40 is often referred to as the ShoreGear 40/8 (SG 40/8)
Audio Input Port

(music on hold)
Power
LED Analog Phone RJ-11
Network
LEDs
ShoreGear- 40/8

Port
Switch Port
(night bell)

— Ports 1-2: Two Loop Start Trunks, DID Trunks, or Extensions
— Ports 3-4: Two Loop Start Trunks.
— Ports 5-8: Four Extensions
Make Me Conference Resource: eight ports
— Ports 1-8
Power LED
Flashing
Inc.
ShoreTel 11.1 621

configuration.
Switch Port LEDs

port function:
The following describes the switch port LED behavior and meaning.
idle.
Trunk Port LED (Yellow)
Network LEDs
622
— When off, network activity is not detected.
100M


Table C-13 lists the RJ-21X Ring and Tip pin numbers for the SG 40I
Ring Tip
Port Type
4 Trunk 8 Green/Red 33 Red/Green
ShoreTel 11.1 623

Ring Tip
Port Type
– 21 Blue/Violet 46 Violet/Blue
– 23 Green/Violet 48 Violet/Green
C.4.5 ShoreGear-T1 and ShoreGear E1 Voice Switches

The following sections describe ShoreGear-T1 and ShoreGear E1 resource capacity, LED
behavior, and connectors. The ShoreGear-T1 is not supported in installations outside the
U.S. and Canada. Figure C-19 displays the ShoreGear-T1 front plate. The ShoreGear E1
front plate is identical to the ShoreGear-T1 except for the E1 labeling.
Power T1 Port
LED (RJ-48C)
Network
LEDs
ShoreGear- T1
Default LAN RS-232C

Switch Connectors Maintentance
Port
T1 Monitor Port
(RJ-48C)
Figure C-19 ShoreGear-T1 Front Plate
The ShoreGear-T1 provides higher-density trunking to the central office using CAS or PRI
signaling. The ShoreGear-T1 can also be used as a gateway to legacy PBX systems.
The ShoreGear E1 provides higher-density trunking to the central office using PRI
signaling. The ShoreGear E1 can also be used as a gateway to legacy PBX systems.

— SG T1 – One T1 circuit, 24 channels per circuit: 24 channels maximum.
— SG E1 – One T1 circuit, 30 channels per circuit: 30 channels maximum.
624
Make Me Conference Resources: None

Power LED
The ShoreGear-T1 and ShoreGear E1 voice switches have one power LED, which indicates
the following:
Flashing
Inc.
— 3 flashes—Booting via FTP. Flash memory may be corrupted. Go to the Quick
Look page to make sure that the system is running properly.
but cannot find the boot files. It automatically reboots in five seconds.
configuration.
Network LEDs
communicating with the network and whether there is network activity. The network LED
descriptions are as follows:
— When off, network activity is not detected.
100M
ShoreTel 11.1 625


— When flashing slow yellow, a small number of frame-bit errors (>1 per million)
have occurred; this state will take up to 10 minutes to clear.
ShoreGear-T1 and ShoreGear E1 Connectors

The ShoreGear-T1 and ShoreGear E1 voice switches contain the following components:
626
Appendix D: ShoreTel Administration Guide
C H A P T E R D
Centralized Dial Number (DN)
ShoreWare provides support for Centralized Dial Numbers (DN). Centralized DN

guarantees the data integrity for DN references within the system. When administrators
delete a particular DN, Centralized DN will check all the references to that DN across the
system. Depending upon the significance of references to the DN to be deleted, system will
either allow the deletion by removing all the DN references or prevent the deletion by
prompting administrator with the message indicating the DN is being referenced such that
it cannot be deleted.
To delete non-significant references together with the DN eliminates the unnecessary pop-
up messages when administrators delete a unwanted DN. It makes smoother and easier DN
management for administrator.
D.0.1 Centralized Dail Number (DN) Table
Deleting an Extension System Behavior

Hunt Group --------------------------------------------------------------------
• Backup Extension deletion not available
• CF destination - call stack full delete silently
• CF destination - no answer delete silently
Members delete silently
Escalation Profile --------------------------------------------------------------------
• Automatic Message Forwarding delete silently
• Escalation Step (Notification Number) delete silently
Find Me --------------------------------------------------------------------
• Primary destination delete silently
• Backup destination delete silently
Users --------------------------------------------------------------------
• Mailbox for Recorded Calls delete silently
• Delayed Ringdown delete silently
Programmable Button --------------------------------------------------------------------
• Toolbars delete silently
User Call Handling Modes --------------------------------------------------------------------
• Always Destination: set to DN Type =4
• Busy Destination set to DN Type =4
• No Answer Destination set to DN Type =4
• Personal Assistant delete silently
Extension List --------------------------------------------------------------------
Table D-1 Centralized Dial Numbers (DN) Table
ShoreTel 11.1 627

ShoreTel Administration Guide Appendix D:
Deleting an Extension System Behavior

• User Ext List delete silently
User Call Handling Modes Defaults --------------------------------------------------------------------
• Always Destination: set to DN Type =4
• Busy Destination set to DN Type =4
• No Answer Destination set to DN Type =4
• Personal Assistant delete silently
• Call Handling Modes Delegation delete silently
Bridge Call Appearance (BCA) --------------------------------------------------------------------
• Backup Extension delete silently
• Call Stack Full delete silently
• No Answer delete silently
System Dist Lists delete silently
WorkGroup delete silently
• Backup Extension set to DN Type =4
• Call Handling Modes Work Group Assistant delete silently
• Work Group Assistant delete silently
• Members (Work Group Agents) manual deletion required
• Queue Handling Steps (Operation) manual deletion required
• Over Flow DN (Queue Handling Steps manual deletion required
Route Point --------------------------------------------------------------------
• Call Handling Modes set to DN Type =4
• Assistant delete silently
AA Menu --------------------------------------------------------------------
• Extension in Steps manual deletion required
• Group Paging delete silently
• Pickup Group delete silently
AMIS --------------------------------------------------------------------
• Delivery Number no impact
• Callback Number no impact
CoST/ClassofService --------------------------------------------------------------------
• Directed Pagin delete silently
• Barge In delete silently
• Record Other's Calls delete silently
• Silent Monitor delete silently
Table D-1 Centralized Dial Numbers (DN) Table
628
Glossary
802.1x A component of IEEE 802.1 group of networking protocols that addresses port-
based Network Access Control. It provides an authentication mechanism for devices
attaching to a LAN port to either establish a point-to-point connection or prevent the
device from accessing the port if authentication fails. 802.1x is based on the Extensible
Authentication Protocol (EAP).
ACD see Automatic Call Distributor
Active Directory (AD) Active Directory is a Mircosoft technology that provides various
network services, including LDAP-style directory services and authentication, for
Windows environments. Administrators to assign policies, deploy software, and apply
critical updates to an organization from a single Active Directory database.
Active Call Handling Mode The active call handling mode is the CHM that is designated
to specify the current method of handling a user’s inbound calls. One mode is always
active for each user. The active CHM is selected manually by the user or changes
automatically based on the user’s schedule.
AD see Active Directory
Administrator, System The IT professional responsible for installing, configuring, and
maintaining a ShoreTel system.
Advanced Encryption Standard (AES) Advanced Encryption Standard is a United States
Encryption standard defined in Federal Information Processing Standard (FIPS) 192,
published in Nov. 2001. AES is a symmetric block cipher which can process fixed 128-
bit data blocks, using 128, 192 or 256-bit keys.
AES see Advanced Encryption Standard
All Trunks Busy The condition where a user is cannot complete a call because no trunks
are available. The system denotes an all trunks busy condition with a fast-busy tone.
Announced Find Me Announced Find Me is an option where the identity of an inbound
caller is provided to the Find Me call recipient. Inbound callers may be required to
record their spoken name before the call is connected.
Automatic Call Distributor (ACD) An Automatic Call Distributor is a system that
distributes inbound calls to members, or agents, of the system.
Auto Find Me Auto Find Me is a Find Me option where a call recipient can program the
system immediately forward inbound call without requiring the caller to press “1”.
Automated Attendant (Auto-Attendant) A program that answers and handles inbound
calls without human intervention. Auto attendants typically provide menu-driven
options through which callers can obtain information, perform tasks, or connect to a
requested extension.
Automated Call Handling A method of managing inbound calls that relies on Call
Handling Modes to specify a destination or resolution for calls on the basis of the user’s
schedule or status.
Available DID numbers DID numbers within a range that are not assigned to a user or
entity within the context of that range.
ShoreTel 11.1 629

DID number availability within a range does not consider DNIS assignments. Numbers
assigned as a DNIS number are still enumerated as available within a DID range;
attempts to assign these DID numbers will be unsuccessful.
Barge In Barge In is a ShoreTel function that allows a user to enter another user’s active
call. The initiator can listen and speak to all other call participants. A Telephony Class
of Service sets Barge In rights.
BCA see Bridged Call Appearance
BOOTP (or Boot Protocol or Bootstrap Protocol) A network protocol used by
network clients to obtain an IP address from a configuration server. BOOTP is typically
used when a computer or system is starting up.
Bounced Call A bounced calls is a parked call that is returned to the extension that
parked the call because is was not picked up within a specified period.
Bridged Call Appearance (BCA) A Bridged Call Appearance is an extension that is
shared among multiple users. A BCA is characterized by an extension number and its
call stack depth. The extension number defines the method of contacting BCA users.
The call stack depth specifies the number of call that can simultaneously reside on the
BCA.
Bridged Call Appearance Monitor The Bridged Call Appearance Monitor is a ShoreTel
Communicator window that displays all Bridged Call Appearances for which the user's
extension can access through all devices assigned to the user. The Bridged Call
Appearance Monitor is only available through Operator ShoreTel Communicator.
Call Appearance A VoIP data structure that supports one voice call session.
Call Detail Record (CDR) A Call Detail Record (CDR) is a data record containing
statistics of a call that passed through a pbx or telephone exchange.
Information provided by a CDR includes the number of the originating party, the
number of the recipient, the time that the call started, and the duration of the call.
ShortTel CDRs contain additional information.
Call Handling A predetermined method of servicing inbound calls. ShoreTel supports
Automated Call Handling and Personalized Call Handling.
Call Handling Mode (CHM) A call handling mode is a ShoreTel variable that defines a
method of handling specified inbound calls. Each user is assigned five call handling
modes, one of which is active and determines the user’s current call handling method.
See Active Call Handling Mode.
The five call handling modes assigned to each user are named Standard, In a Meeting,
Extended Absence, Out of Office, and Custom.
Call Handling Rule A call handling rule is the base unit of a Call Routing Plan that
consists of a condition and action. When a call handling rule is active and the
condition is satisfied, the action specifies method by which the ShoreTel system
handles the user’s call.
Call History A set of call records for an end user. Each call history record provides
information about one call including type, direction, time, duration, disposition, and
identity of the other party. Users view their call history through ShoreTel
Communicator or Mobile ShoreTel Communicator.
ShoreTel Communicator (client application) ShoreTel Communicator is the
ShoreWare client application that manages a user’s calls, voicemail, and personal
system settings through a graphical user interface.
630
ShoreTel Communicator (switch) ShoreTel Communicator is a ShoreTel Voice Switch

module that handles MGCP information from the IP phones to which the switch is
assigned.
This hardware module is not directly related to the ShoreTel Communicator client
application.
Call Notification A set of features that inform the user of the arrival of a new call, such as
ringing the telephone or playing a sound on the workstation speakers.
Call Routing A method of delivering calls to destinations based on a situation or system
status. Call routing can also refer to the automatic delivery of an incoming call to a
particular extension, such as in DID or dedicated CO lines.
Call Routing Plan The Call Routing Plan is the Personal Call Handling component that
contains of rules that specifies a user’s call handling method. The plan prioritizes a list
of enabled Call Handling Rules.
Call Stack The ShoreTel extension component that manages an entity’s call appearances.
The size defines the maximum number of calls – including active and held calls – that
an extension can handle simultaneously.
Call Waiting Usually for single-line telephones, a feature that lets a second call arrive to
the line by delivering a call-waiting tone to the user and a ring-back to the caller.
Call Waiting Tone The tone that is presented to a user with call waiting when a second
call arrives.
CallerID A technique for transmitting the calling party’s telephone number and
(optionally) name to equipment enabled to handle this feature; also called CLI in
Europe.
Caller’s Emergency Service Identification (CESID) The extension that a switch sends
to a Public Safety Answering Point (PSAP). A CESID identifies the location of callers
who require emergency 911 services.
CDR see Call Detail Record
CDR Database A CDR database contains all CDRs generated by a ShoreTel system over a
specified period of time. The CDR database is maintained on the Main Server.
Central Office (CO) The building where the telephone company’s telephone switching
equipment that services the local area is located.
Centrex A name for advanced telephone services provided by the local telephone
company. It usually requires a connection to a special telephone system but provides
services such as voice mail and call forwarding.
CESID see Caller’s Emergency Service Identification.
CHM See Call Handling Mode.
Class of Service (CoS or COS) A class of service grants permission to a specified set of
features and privileges. Users assigned to a class of service can access the specified
features and privileges. ShoreTel defines three types of service classes: telephony
features, call permissions, and voicemail permissions.
CO See Central Office.
CO Line See Trunk.
Codec A codec is a device or program that encodes and decodes a digital data stream or
signal. Codecs encode a data stream or signal for transmission, storage or encryption
ShoreTel 11.1 631

and decode it for viewing or editing. Codecs are typically used in videoconferencing
and streaming media applications.
Conference Three or more parties joined together in a single call, such that each party can
hear and be heard by the others.
Coordinate Location Based Services data point that identifies a specific location in terms
of longitude, latitude, and elevation. See Location Based Services.
CoS or COS See Class of Service.
Current Call Handling Mode see Active Call Handling Mode.
DBImport DBImport is a ShoreTel utility that uses the contents of a CSV file to update the
ShoreWare user database. DBImport.exe adds, deletes, and modifies user account
records based on the CSV file contents.
DHCP See Dynamic Host Configuration Protocol.
Dial Number (DN) Dial Number – the number dialed by a user.
DID see Direct Inward Dialing
DID Range A DID range is a list of consecutive DID numbers assigned to a Trunk Group.
Ranges assigned to a trunk group cannot overlap. A DID number can be assigned to
multiple trunk groups.
Differentiated Services Differentiated Services is a computer networking architecture
that specifies a method for managing network traffic and providing Quality of Service
(QoS) guarantees on IP networks.
Differentiated Services can provide low-latency, guaranteed service for critical network
traffic (voice or video) while providing simple best-effort traffic guarantees to less
critical services (web traffic or file transfers).
Differentiated Services Code Point (DSCP) Differentiated Services Code Point is a 6-
bit value, contained in the 8-bit DiffServ/ToS field of the IP packet header, that indicates
the data traffic Per-Hop Behavior (PHB).
DN see dial number.
DSCP see Differentiated Services Code Point.
DTMF See Dual-Tone Multi-Frequency.
Dynamic Host Configuration Protocol (DHCP) A protocol for downloading network
information (such as IP addresses) to client workstations.
Dual-Tone Multi-Frequency (DTMF) A signalling method used by telephones to send
information to an exchange. Pressing a key on the phone's keypad sends two
simultaneous tones to the exchange, which are then decoded to determine the pressed
key. Also known as Touch Tone.
Explicit Authentication Explicit Authentication is an LDAP process where an
application prompts users for credentials when they log into a network, then verifies
those credentials through a call to the LDAP server.
Extension Assignment Extension Assignment is a ShoreWare user feature that forwards
calls to a designated device – either a system IP phone device or a remote telephone
connected to the PSTN. Extension Assignment requires administrative authorization.
Extension Monitor Extension Monitor is a ShoreTel function that provides a user access
to another user's extension. In addition to viewing extension activity, the monitoring
user can answer calls and perform other actions on calls at that extension. Extension
632
monitoring is facilitated through ShoreTel Communicator and IP Phone Programmable

buttons.
Failback Failback is the process of restoring a server, system, component, or network to
the original, pre-failover state. See failover.
Failover Failover is the action of automatically transferring operations to a redundant or
standby server, system, component, or network to continue normal operation after the
base device fails. The failover process initiates without human intervention and
typically without warning.
Find Me Find Me is a call handling feature that allows callers who are routed to a user's
voice mailbox to contact the user at alternate devices by pressing “1” while listening to
the voicemail greeting. See Auto Find Me and Announced Find Me.
Foreign Exchange Office (FXO) An FXO interface connects to the public switched
telephone network (PSTN) central office and is the interface offered on a standard
telephone. An FXO interface is used for trunks, tie lines, or connections to a PSTN CO
or PBX that does not support E&M signaling (when local telecommunications
authority permits).
Foreign Exchange Station (FXS) An FXS interface supplies ring, voltage and dial tone
for basic telephone equipment, keysets, and PBXs. The FXO interface is useful for off-
premises station applications.
Frequency Shift Key (FSK) A modulation technique used with low-speed modems; also
used with CallerID and message-waiting lamp indicators.
FSK See Frequency Shift Key.
FXO See Foreign Exchange Office.
FXS See Foreign Exchange Station.
Global Positioning System The Global Positioning System (GPS) uses a constellation of
24 and 32 satellites that transmit microwave signals to GPS receivers, which they use to
determine their current location, the time, and their velocity. GPS usually requires line
of sight access between the transmitter and the device.
GPS see Global Positioning System
Hold (on Hold) A active call whose conversation is suspended. Calls on hold remain on
the user’s.
IM see Instant Messaging
Instant Messaging (IM) Instant Messaging is the real-time transmission of text between
at least two parties.
Internet Telephony Service Provider (ITSP) An Internet Telephony Service Provider are
vendors that offer Internet data services for making telephone calls.
IP Phone Configuration Switch In each ShoreTel installation, one switch is responsible
for assigning, to each IP phone, a switch that performs ShoreTel Communicator
activities.
IP Phone Failover IP Phone Failover is a ShoreTel feature that continues a voice call after
the ShorePhone loses communication with the its ShoreTel Communicator switch.
When IP Phone Failover is implemented, ShorePhones are configured to send a signal
to their ShoreTel Voice Switch every four minutes and to expect an acknowledgment
from the switch. When a phone does not receive the return signal, it connects to
another switch located at the same site.
ShoreTel 11.1 633

IP Phone Keep Alive A signal that voice switches send to the IP phones for which they
provide ShoreTel Communicator services. The system considers phones that
acknowledge the signal are The signal is also referred to as a heartbeat.
ITSP see Internet Telephony Service Provider
LBS see Location based service.
LDAP see Lightweight Directory Access Protocol.
LDAPExport LDAPExport is a ShoreTel utility that exports AD directory information to a
CSV file, whose contents can be imported to a ShoreWare user database. LDAPExport
was introduced in ShoreTel to support AD Integration.
Lightweight Directory Access Protocol (LDAP) Lightweight Directory Access Protocol
is an application protocol for querying and modifying directory services running over
TCP/IP.
Line See Trunk.
LLDP-MED An enhancement to the basic LLDP protocol that addresses the discovery of
endpoints by networks supporting LLDP.
Location based service Location based service (LBS) is a component feature that
receives data identifying the position of the device in terms of latitude, longitude, and
altitude. Data reception methods include GPS access and through Mobile Cell device
service transmitters.
MCM location based services does not use altitude to specify the location of the device.
Loop Start One of the mechanisms used to signal the telephone system that the calling
party wants to make a call. Loop start is a completion of the circuit using a set load
between the two wires (tip and ring).
Message Notification A set of features that inform the user that a new message has
arrived in his or her voice mailbox, such as lighting the call-waiting lamp, paging the
user, or dialing a telephone number.
MOH See Music on Hold.
Monitor Extension Extension monitoring is a ShoreTel feature that permits a user to
view another user’s extension status and answer inbound or held calls to that
extension.
Music on Hold (MOH) Background music heard when callers are put on hold, letting
them know they are still connected. Most telephone systems have the ability to connect
to any sound-producing device—for example, a radio, a cassette, or a CD player.
MySQL MySQL is a relational database management system. that runs as a server
providing multi-user access to a number of databases. MySQL is owned and sponsored
by a single for-profit firm, the Swedish company MySQL AB, which is a subsidiary of
Sun Microsystems. The project's source code is available under terms of the GNU
General Public License, as well as under a variety of proprietary agreements.
MySQL is officially pronounced My S Q L, not My sequel. This adheres to the official
ANSI pronunciation.
ODBC The Open Database Connectivity specification provides a standard software API
method for using database management systems (DBMS). The designers of ODBC
aimed to make it independent of programming languages, database systems, and
operating systems.
634
ODBC Connectors Drivers that provide connectivity to the MySQL server for client
programs. There are currently five MySQL Connectors – Connector/ODBC, Connector/
NET, Connector/J, Connector/MXJ, Connector/PHP.
Off Hook The operating state of a communications link in which transmissions are
enabled either for network signaling, voice communications, or data communications.
The act of seizing the line or channel is referred to as going off hook.
Off System Extensions Off System Extensions are ShoreTel extensions that, when dialed,
route calls from the trunk group to which they are associated. A ShoreTel system
typically uses Off System Extensions to connect with a legacy PBX system.
On Hook The operating state of a telecommunications link in which transmissions are
disabled and then end instrument (phone) presents an open circuit to the link. The
link is responsive to ringing signals during on-hook conditions.
The act of releasing the line or channel is referred to as going on hook.
Operator The person who monitors the telephone system and transfers calls to the
appropriate extensions.
Parking a Call Parking a call places a call on hold on another extension’s.
PBX See Private Branch Exchange.
Per-Hop Behavior Per-Hop behaviors define packet forwarding properties associated with
a class of traffic. Different PHBs may be defined to offer low-loss, low-latency
forwarding properties or best-effort forwarding properties.
Personalized Call Handling Personalized Call Handling is a ShoreTel feature that
defines flexible handling methods for inbound calls. Calls are filtered and managed on
the basis caller identity, time or date or receipt, end user status, and caller identity.
Physical Extension A common internal extension with an assigned physical port and
telephone.
Presence Presence is a feature that identifies and distributes the availability of system
users and other personal contacts. ShoreWare defines two types of Presence: IM
presence and telephony presence.
Private Branch Exchange (PBX) A term used by telephone companies to indicate
equipment that is located on the customer’s premises and that can route telephone
calls.
Programmable ShoreTel Communicator Toolbar Buttons Programmable Toolbar
buttons is a ShoreTel Communicator feature that provides access to ShoreTel call
management functions. Each User Interface button is programmed by the
administrator to perform a specific function when clicked and contains text that
provides status of the function.
Programmable IP Phone Buttons Programmable IP Phone buttons is a ShorePhone
feature that provides access to ShoreTel call management functions. Each button is
programmed by the user or administrator to perform a specific function when pushed
and contains an LED indicator that displays status of the function.
PSTN See Public Switched Telephone Network.
Public Switched Telephone Network (PSTN) Another name for the public telephone
network.
ShoreTel 11.1 635

QoS A traffic engineering term that refers to resource reservation control by providing
different priorities to different applications, users, or data flows to guarantee a
performance level for a data flow.
QuickDial Field A QuickDial field is a data entry field requesting contact information for
a system user, extension, or external contact. Upon the entry of alphanumeric
characters, the field expands vertically to display all possible valid entries, filtered by
the input. Users fill the field by selecting one of the options with the cursor.
Real-time Transport Control Protocol (RTCP) Real-time Transport Control Protocol,
defined in RFC 3550, is a sister protocol of the Real-time Transport Protocol (RTP) that
provides out-of-band control information for an RTP flow. It accompanies RTP in the
delivery and packaging of multimedia data, but does not transport any data itself. It is
used periodically to transmit control packets to participants in a streaming multimedia
session, primarily to provide feedback on the quality of service being provided by RTP
media stream.
Real-time Transport Protocol (RTP) Real-time Transport Protocol defines a standardized
packet format for delivering audio and video over the Internet. RTP is described by
IETF RFC 3550.
Ring See Tip and Ring.
Ringback Tone The audible signal given to the caller by the telephone company (or
telephone system) to indicate that the remote telephone is ringing.
Ringdown A ringdown circuit consists of predefined devices at the circuit endpoints and
is configured to ring a recipient device immediately after an initiating device goes off
hook. Ringdown calls are completed without dialing or any other signaling other than
the initiating device going off hook.
RTCP see Real-time Transport Control Protocol.
RTP see Real-time Transport Protocol.
SDP see Session Description Protocol.
Secure Real-Time Transport Protocol (SRTP) Secure Real-Time Transport Protocol
defines a profile for providing encryption, message authentication and integrity, and
replay protection to RTP data streams.
Session Description Protocol (SDP) Session Description Protocol is a format for
describing streaming media initialization parameters. The IETF published a revised
specification as an IETF Proposed Standard as RFC 4566 in July 2006. SDP is intended
for describing multimedia communication sessions for the purposes of session
announcement, session invitation, and other forms of multimedia session initiation.
SDP does not provide the content of the media form itself but simply provides a
negotiation between two end points to allow them to agree on a media type and format.
Session Initiated Protocol (SIP) Session Initiation Protocol is a signalling protocol that is
typically used for setting up and tearing down multimedia communication sessions
including voice and video calls. SIP also supports video conferencing, streaming
multimedia distribution, instant messaging, and presence information.
Silent Monitor Silent Monitor is a ShoreTel function that allows a user to listen to another
user’s call without being heard by any of the call participants. When a call is monitored,
external callers may hear a monitor tone; system users are not signaled. A Telephony
Class of Service sets Silent Monitoring rights.
Single Sign On (SSO) Single Sign On (SSO) is an LDAP process where applications
automatically authenticate LDAP users that are logged into the network domain
636
through their current network credentials. Such users logged into the network are not
prompted to re-enter their credentials.
SIP see Session Initiated Protocol.
SIP Extensions SIP Extensions are ShoreTel extension provide calling services through
SIP devices. By default, ShoreTel extensions support MGCP devices.
SIP Trunk A SIP trunk is an ITSP service that supports business VoIP sessions to
endpoints outside of an enterprise network through the connection that accesses the
Internet.
Site A site is a ShoreWare data structure that is identified by a geographic location and
characterized by transmission capabilities, device extensions, and other parameters
required by ShoreTel devices. Switches, servers, users, and other ShoreWare entities are
associated with a site.
SRTP see Secure Real-Time Transport Protocol.
SSO see Single Sign On.
Stutter Tone An intermittent dial tone provided by the telephone system (as opposed to
the usual constant dial tone); sometimes used to indicate to the user that there are
messages in his or her voice mailbox or that a feature (such as call forwarding) is
enabled.
System Database The ShoreTel system database is the data structure that retains system
operational information concerning user accounts, system architecture, switches,
servers, sites, and status. Changes made through ShoreWare Director are stored in the
system database.
T-1 A digital transmission link with a capacity of 1.554 Mbps. A T-1 trunk can normally
handle 24 voice conversations, each digitized at 64 Kbps. T-1 lines are used for
connecting networks across remote distances.
TAPI See Telephony Application Programming Interface.
Telephony Application Programming Interface (TAPI) A telephony software
interface included in Microsoft Windows operating system that supports the
incorporation of telephony control by other applications.
Tip and Ring Telephony terms for the two wires of an ordinary telephone wire. Tip is the
ground side (positive) and Ring is the battery side (negative) of the phone circuit.
ToS An eight-bit field in the IP Packet Header, previously referred to as Type of Service,
that is used to accommodate applications that require real-time data streaming, as
specified by RFC 3168. The ToS fields contains a six-bit Differentiated Services Code
Point and a two-bit Explicit Congestion Notification field.
Trunk Sometimes used synonymously with line or CO line. Traditionally, a trunk from the
telephone company connects to a PBX only, and not to a telephone, whereas a line from
the telephone company connects to a telephone. For documentation purposes, either
term can be used when referring to voice connections from the telephone company.
Trunk Hunt Group A term sometimes used to indicate a group of telephone lines
configured by the telephone company to rotate incoming calls among all the lines in
search of the next available one. In this way, a company can give out one main number,
and all calls to that number will hunt for the next available line or trunk.
Unparking a Call Unparking a call is the retrieval of a parked call to the extension that
parked the call.
ShoreTel 11.1 637

Waypoint A known location specified by coordinates, associated with a coverage area

(radius), and identified by a descriptive label.
Whisper Page Whisper Page is a ShoreTel client feature that allows a user to interrupt an
active call and speak with an internal user. The other call party and the initiator are not
connected – they cannot hear or speak with each other. A Telephony Class of Service
sets Whisper Page rights.
Workgroup Workgroups is a ShoreWare entity that performs ACD functions for inbound
calls. Calls are routed to a workgroup through an extension which, in turn, routes them
to workgroup agents. Each workgroup is assigned an extension, mailbox, and other
parameter settings.
Workstation A personal computer (PC) or similar computer.
638
ShoreWare Administration Guide
Index bridge server, see Converged Conferencing

bridged call appearance . . . . . . . . . . . . . . . . . . . . . . . . . 202
broadcast distribution list
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
broadcast voice message
sending . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Numerics user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 276
311 calls buttons – edit panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 266, 267
restricting . . . . . . . . . . . . . . . . . . . . . . . . . . . 265, 267
411 calls C
permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 266, 267 call agent switch, hosting IP phone . . . . . . . . . . . . . . . . 158
restricting . . . . . . . . . . . . . . . . . . . . . . . . . . . 265, 267 call forwarding
trunk group configuration . . . . . . . . . . . . . . . . . . . 144 external number . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
611 calls Call Handling Modes
trunk group configuration . . . . . . . . . . . . . . . . . . . 144 default . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
800 calls definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
trunk group configuration . . . . . . . . . . . . . . . . . . . 144 call handling rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
888 calls call handling, automated, see automated call handling
trunk group configuration . . . . . . . . . . . . . . . . . . . 144 call handling, personalized, see personalized call handling
900 calls Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
trunk group configuration . . . . . . . . . . . . . . . . . . . 144 client type permission . . . . . . . . . . . . . . . . . . . . . . . 277
911 calls definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
trunk group configuration . . . . . . . . . . . . . . . . . . . 144 password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
type permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
user group configuration . . . . . . . . . . . . . . . . . . . . 272
A user name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
access codes user type configuration . . . . . . . . . . . . . . . . . . . . . . 277
permissions . . . . . . . . . . . . . . . . . . . . . . . . . . 266, 268 Call Permissions (CoS) . . . . . . . . . . . . . . . . . . . . . . . . . . 266
restricting . . . . . . . . . . . . . . . . . . . . . . . . . . . 265, 267 call recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
account code call routing plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
collection state configuration . . . . . . . . . . . . . . . . . 271 call stack
account codes definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193 maximum depth . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
active Call Handling Mode . . . . . . . . . . . . . . . . . . . . . . . 352 Caller ID
admission control bandwidth . . . . . . . . . . . . . . . . . . . . . . 70 trunk group configuration . . . . . . . . . . . . . . . . . . . 144
all, event filter type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 478 Caller’s Emergency Service Identification ID, see CESID
AMIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371 calls
anonymous telephone international, see international calls
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 local, see local calls
area code long distance, see long distance calls
site configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 permissions for non-routable calls . . . . . . . . . 266, 267
area codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267 restricting non-routable . . . . . . . . . . . . . . . . . 265, 267
auto attendant CESID
configuration parameters . . . . . . . . . . . . . . . . . . . . 390 definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
default . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 private numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389 site parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
trunk group destination . . . . . . . . . . . . . . . . . . . . . 143 Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
automated call handling . . . . . . . . . . . . . . . . . . . . . . . . . 351 Call Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Telephone Features Permissions . . . . . . . . . . . . . . 261
B user group configuration . . . . . . . . . . . . . . . . . . . . 271
bandwidth Voice Mail Permissions . . . . . . . . . . . . . . . . . . . . . . 268
site parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 conference calls
bandwidth management . . . . . . . . . . . . . . . . . . . . . . . . . 158 Converged Conferencing, see Converged Conferencing
barge in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263 Make Me, see Make Me Conferencing
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365 three-party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
BCA see bridged call appearance
boot parameters, IP phones . . . . . . . . . . . . . . . . . . . . . . 157
ShoreTel 11.1 641

Converged Conferencing Director panel

definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Call Control Options Edit . . . . . . . . . . . . . . . . . . . . 194
IP phone ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Call Permissions Edit . . . . . . . . . . . . . . . . . . . . . . . 266
Copy button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Dialing Plan edit . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
CoS or COS, see Class of Server Edit User, General (bottom) . . . . . . . . . . . . . . . . . . 279
Custom (Call Handling Mode) . . . . . . . . . . . . . . . . . . . . 351 Edit User, General (middle) . . . . . . . . . . . . . . . . . . 277
custom schedule Edit User, General (top) . . . . . . . . . . . . . . . . . . . . . 274
configuring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401 Event Filter Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352 Event Filters List . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
Holiday Schedule Edit . . . . . . . . . . . . . . . . . . . . . . 400
Holiday Schedule Edit (add item) . . . . . . . . . . . . . 400
D Individual Users List . . . . . . . . . . . . . . . . . . . . . . . . 273
data panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Notify Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Data-entry fields Service Maintenance . . . . . . . . . . . . . . . . . . . . . . . . 476
conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
default Call Handling Mode . . . . . . . . . . . . . . . . . . . . . . 353 Sites Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
default password Sites List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 Telephone Features Permissions Edit (bottom) . . . 264
Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 Telephone Features Permissions Edit (top) . . . . . . 261
voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 Trunk Group Edit . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Delete button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 User Group Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
dial by name directory User Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 276 Voice Mail Permissions Edit . . . . . . . . . . . . . . . . . . 268
dialing plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44–46 Workgroups Edit . . . . . . . . . . . . . . . . . . . . . . . . . . 407
DID Distributed Routing Service . . . . . . . . . . . . . . . . . . . . . . 237
trunk group configuration . . . . . . . . . . . . . . . . . . . 142 distribution list
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 275 broadcast, see broadcast distribution list
workgroup configuration . . . . . . . . . . . . . . . . . . . . 408 dialing plan configuration . . . . . . . . . . . . . . . . . . . . 45
Digit Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 system, see system distribution list
digit translation table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 DNIS
digits, extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 trunk group configuration . . . . . . . . . . . . . . . . . . . 142
Directed Intercom workgroup configuration . . . . . . . . . . . . . . . . . . . . 408
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Director
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 E
user name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 edit panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
user password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 email address
event filter configuration . . . . . . . . . . . . . . . . . . . . 478
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 279
emergency number
site configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
error, event filter type . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
event categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
event filter
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
event log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
event watch, event category . . . . . . . . . . . . . . . . . . . . . . 472
explicit carrier selection . . . . . . . . . . . . . . . . . . . . . . . . . 144
Extended Absence (Call Handling Mode) . . . . . . . . . . . 351
extension
external reassignment permission . . . . . . . . . . . . . 264
number of digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
reassignment permission . . . . . . . . . . . . . . . . . . . . 262
trunk group configuration . . . . . . . . . . . . . . . . . . . 142
workgroup backup . . . . . . . . . . . . . . . . . . . . . . . . . 408
extension monitor
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
642
F J
fax calls Java Client, event category . . . . . . . . . . . . . . . . . . . . . . . 472
site configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Java Server, event category . . . . . . . . . . . . . . . . . . . . . . . 472
FAX redirect
site extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
fax support, user configuration . . . . . . . . . . . . . . . . . . . . 277 L
Find Me legacy PBXs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
external number . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
list panels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
local calls
G trunk group configuration . . . . . . . . . . . . . . . . . . . 143
go home command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276 Login
group paging password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 long distance calls
trunk group configuration . . . . . . . . . . . . . . . . . . . 143
Loop-start group parameters
H Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Handsfree Mode parameter . . . . . . . . . . . . . . . . . . . . . . . 281
holiday schedule
description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352 M
parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400 Maintenance
home port quick look services . . . . . . . . . . . . . . . . . . . . . . . . . 467
go home command . . . . . . . . . . . . . . . . . . . . . . . . . 276 Make Me conferencing
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 276 definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
hunt group Max. TUI Errors parameter
busy out permission . . . . . . . . . . . . . . . . . . . . . . . . 262 described . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Hypertext links message notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 external number . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
workgroup configuration . . . . . . . . . . . . . . . . . . . . 411
I modem calls
IM presence invitation site configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 Music on Hold
In a Meeting (Call Handling Mode) . . . . . . . . . . . . . . . . 351 switch configuration . . . . . . . . . . . . . . . . . . . . . . . . . 93
Inbound settings parameter . . . . . . . . . . . . . . . . . . . . . . 142 MySQL database
Individual users description . . . . . . . . . . . . . . . . . . . . . . . . . . . 522–??
system directory . . . . . . . . . . . . . . . . . . . . . . . . . . . 421 troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
information, event filter type . . . . . . . . . . . . . . . . . . . . . 477
international calls
trunk group configuration . . . . . . . . . . . . . . . . . . . 143 N
intra-site calls, site configuration . . . . . . . . . . . . . . . . . . . 70 navigation frame . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
IP Address Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 New button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
IP address range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 night bell
IP address range, editing for a site . . . . . . . . . . . . . . . . . 158 site extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
IP Address Ranges, setting . . . . . . . . . . . . . . . . . . . . . . . 157 switch configuration . . . . . . . . . . . . . . . . . . . . . . . . . 69
IP phone Notification, event category . . . . . . . . . . . . . . . . . . . . . . 472
adding users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Notify New Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
assigning by user . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
enabling failover . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 O
how to move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 off-system mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 on-hour schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
renaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 On-Hours Schedule, configuring . . . . . . . . . . . . . . . . . . 398
setting options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 operator
viewing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 site extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
IP Phone Address Map operator assisted calls
site configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 trunk group configuration . . . . . . . . . . . . . . . . . . . 144
ShoreTel 11.1 643

Other site parameters Quick look

First System Dist. List Number . . . . . . . . . . . . . . . . . 45 events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467, 468
Last System Dist. List Number . . . . . . . . . . . . . . . . . 45 refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456, 496
Max. GUI Password Length . . . . . . . . . . . . . . . . . . . 52 Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456
Max. TUI Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Quick look event log
Out of Office (Call Handling Mode) . . . . . . . . . . . . . . . . 351 Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
overhead paging Informational . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 Warnings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
P R
paging reassign an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . 262, 263 recording calls
site extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
switch configuration . . . . . . . . . . . . . . . . . . . . . . . . . 70 Reset button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
panel, Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 resetting IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
parked calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 Restrictions field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
password
Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Call Manager attempts . . . . . . . . . . . . . . . . . . . . . . . 52 S
Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 Save button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Director attempts . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352–353
login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 custom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 determining which is active . . . . . . . . . . . . . . . . . . 397
voice mailbox attempts . . . . . . . . . . . . . . . . . . . . . . . 51 format for end time . . . . . . . . . . . . . . . . . . . . . . . . . 402
voice mailbox length . . . . . . . . . . . . . . . . . . . . . . . . . 52 Holiday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
password, IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Off-Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
personal assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 On-Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397, 398
Personal Options page . . . . . . . . . . . . . . . . . . . . . . . . . . 281 server
Personal options parameters . . . . . . . . . . . . . . . . . . . . . . 281 bridge, see Converged Conferencing
Call Waiting Tone Enabled . . . . . . . . . . . . . . . . . . . 281 Server parameters
Default Trunk Group . . . . . . . . . . . . . . . . . . . . . . . 281 Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Edit Call Handling Modes . . . . . . . . . . . . . . . . . . . . 282 NameAssigned User Group . . . . . . . . . . . . . . . . . . . . 80
personalized call handling NameAuto-Attendant Extension . . . . . . . . . . . . . . . . 80
call handling rules . . . . . . . . . . . . . . . . . . . . . . . . . . 356 NameCOM Port . . . . . . . . . . . . . . . . . . . . . . . . . 81, 82
call routing plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 357 NameDefault Auto-Attendant Menu . . . . . . . . . . . . . 80
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355 NameExtension List . . . . . . . . . . . . . . . . . . . . . . . . . 82
Pickup NameHost IP Address . . . . . . . . . . . . . . . . . . . . . . . . 79
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 NameMessage Desk Number . . . . . . . . . . . . . . . 81, 82
port mapper, event category . . . . . . . . . . . . . . . . . . . . . . 473 NameNumber of Digits . . . . . . . . . . . . . . . . . . . . 81, 82
port, switch NameSite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
go home command . . . . . . . . . . . . . . . . . . . . . . . . . 276 NameSoftSwitch Name . . . . . . . . . . . . . . . . . . . . . . . 80
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 276 NameUse for Call Data . . . . . . . . . . . . . . . . . . . . 81, 83
PRI configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 NameUse for MWI Data . . . . . . . . . . . . . . . . . . . 81, 83
private number NameVoice Mail Extension . . . . . . . . . . . . . . . . . . . 80
caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341 NameVoice Mail Login Extension . . . . . . . . . . . . . . 80
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341 ShoreGear 120 switch . . . . . . . . . . . . . . . . . . . . . . . 613–615
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 277 ShoreGear 220E1 switch . . . . . . . . . . . . . . . . . . . . 594–597
PSTN Failover ShoreGear 220T1 switch . . . . . . . . . . . . . . . . . . . . 588–590
user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 275 ShoreGear 220T1A switch . . . . . . . . . . . . . . . . . . .590–593
PSTN failover ShoreGear 24A switch . . . . . . . . . . . . . . . . . . . . . . 616–618
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 ShoreGear 30 switch . . . . . . . . . . . . . . . . . . . . . . . . 581–584
ShoreGear 30BRI switch . . . . . . . . . . . . . . . . . . . . . 584–587
ShoreGear 40 switch . . . . . . . . . . . . . . . . . . . . . . . . 623–625
Q ShoreGear 50 switch . . . . . . . . . . . . . . . . . . . . . . . . 577–580
queued messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268 ShoreGear 50V switch . . . . . . . . . . . . . . . . . . . . . . 609–611
Quick Look ShoreGear 60 switch . . . . . . . . . . . . . . . . . . . . . . . . 619–622
system maintenance . . . . . . . . . . . . . . . . . . . . . . . . 456 ShoreGear 90 switch . . . . . . . . . . . . . . . . . . . . . . . . 572–574
ShoreGear 90BRI switch . . . . . . . . . . . . . . . . . . . . . 575–577
ShoreGear 90BRIV switch . . . . . . . . . . . . . . . . . . .606–608
644
ShoreGear 90V switch . . . . . . . . . . . . . . . . . . . . . . 603–605 T

ShoreGear E1 switch . . . . . . . . . . . . . . . . . . . . . . . 626–628
tandem trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
ShoreGear E1k switch . . . . . . . . . . . . . . . . . . . . . . 600–602
Telephony Features Permissions (CoS) . . . . . . . . . . . . . 261
ShoreGear T1 switch . . . . . . . . . . . . . . . . . . . . . . . 626–628
Telephony features permissions parameters
ShoreGear T1k switch . . . . . . . . . . . . . . . . . . . . . . 597–599
Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
ShorePhone-IP110, resetting . . . . . . . . . . . . . . . . . . . . . 169
teleworking IP phones, adding . . . . . . . . . . . . . . . . . . . . 158
ShoreWare Director, see Director
time zone
SIP proxy parameters
site parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
site configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
toll fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
SIP trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
trunk group configuration . . . . . . . . . . . . . . . . . . . . . . . 144
site
Trunk Group parameters
editing IP address range . . . . . . . . . . . . . . . . . . . . . 158
Inbound . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
High IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
trunk groups
Low IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
user group configuration (outbound) . . . . . . . . . . 272
parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
trunks
parent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
configuration parameters . . . . . . . . . . . . . . . . . . . . 155
proxy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
SIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
user configuration parameter . . . . . . . . . . . . . . . . . 276
trunk-to-trunk transfer . . . . . . . . . . . . . . . . . . . . . . . . . . 262
SoftPhone
trunk-to-trunk transfer, permission . . . . . . . . . . . . . . . . 262
software telephony switch, event category . . . . . . . . . . . 473
stacked calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261 U
Standard (Call Handling Mode) . . . . . . . . . . . . . . . . . . . 351
switch user group
anonymous telephone assignment . . . . . . . . . . . . . 166 anonymous telephone assignment . . . . . . . . . . . . . 166
event category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473 user configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 276
switch port user groups
jack # definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
user configuration . . . . . . . . . . . . . . . . . . . . . . 276 parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
switch port see port, switch user name
System directory Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Go To This User Link . . . . . . . . . . . . . . . . . . . . . . . 423 Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422 User personal options parameters
outside contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421 Call Waiting Tone Enabled . . . . . . . . . . . . . . . . . . . 281
System directory data-entry fields Current Call Handling Mode . . . . . . . . . . . . . . . . . 282
Cell Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423 Default Trunk Group . . . . . . . . . . . . . . . . . . . . . . . 281
E-mail Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423 Edit Call Handling Modes . . . . . . . . . . . . . . . . . . . . 282
Fax Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423 Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
First Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422 Ring Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Home Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Last Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Pager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
V
Work Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423 Vertical Service Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 144
system distribution list video calls
configuration parameters . . . . . . . . . . . . . . . . . . . . 370 intersite permission . . . . . . . . . . . . . . . . . . . . . . . . 263
definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369 virus checkers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522
permission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269 voice codec, inter-site . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
System distribution lists Voice Mail
Edit User page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369 setting options . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
System extensions parameters setting User Group permissions . . . . . . . . . . . . . . . 375
Account Code Extension . . . . . . . . . . . . . . . . . . . . . . 49 voice mail application, event category . . . . . . . . . . . . . . 473
Auto-Attendant Extension . . . . . . . . . . . . . . . . . . . . 49 voice mail message server, event category . . . . . . . . . . . 473
Make Me Conference Extension . . . . . . . . . . . . . . . . 49 Voice mail notification parameters
Voice Mail Broadcast Mailbox . . . . . . . . . . . . . . . . . . 49 Notification Number . . . . . . . . . . . . . . . . . . . . . . . . 377
Voice Mail Forward Extension . . . . . . . . . . . . . . . . . 48 Pager Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Voice Mail Login Extension . . . . . . . . . . . . . . . . . . . 49 Pager ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
System maintenance Retry Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
quick look . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456 Retry Interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
system management database, event category . . . . . . . . 473 Voice Mail Notification Condition . . . . . . . . . . . . . 377
system management interface, event category . . . . . . . . 473 Voice Mail Notification Method . . . . . . . . . . . . . . . 377
Voice Mail Permissions (CoS) . . . . . . . . . . . . . . . . . . . . 268
ShoreTel 11.1 645

voice mail port mapper, event category . . . . . . . . . . . . . 473

voice mailbox
message limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
voice message
broadcast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
inbound message duration limit . . . . . . . . . . . . . . . 268
outbound message duration limit . . . . . . . . . . . . . . 268
W
warning, event filter type . . . . . . . . . . . . . . . . . . . . . . . . 477
workgroup server, event category . . . . . . . . . . . . . . . . . . 473
Workgroups
assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
configuration parameters . . . . . . . . . . . . . . . . . . . . 406
Workgroups parameters
Accept Broadcast Messages . . . . . . . . . . . . . . . . . . . 408
Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Call Handling Distribution Pattern . . . . . . . . . . . . . 410
Current Call Handling Mode . . . . . . . . . . . . . . . . . 409
Enable Automatic Agent Logout On Ring No Answer .
409
Include in Dial By Name Directory . . . . . . . . . . . . . 408
Logged Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Mailbox Workgroup Greeting . . . . . . . . . . . . . . . . . 411
Recorded Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
Rings per Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
User Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Voice Mail Password . . . . . . . . . . . . . . . . . . . . . . . . 409
Workgroup Membership . . . . . . . . . . . . . . . . . . . . . 409
Workgroup Queue Handling . . . . . . . . . . . . . . . . . 409
Wrap Up Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
646

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ShoreTel 11.

ShoreTel Administration Guide

USER GUIDES RELEASE 11.1

CHAPTER 1: USING SHOREWARE DIRECTOR 25

CHAPTER 2: SETTING UP SYSTEM PARAMETERS 43

2.10.7 Self-Audited Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

CHAPTER 3: SHORETEL SITES 67

CHAPTER 4: CONFIGURING APPLICATION SERVERS 73

CHAPTER 5: CONFIGURING SWITCHES 89

5.2.3 IP Phone Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

CHAPTER 6: VOICEMAIL MODEL SWITCHES 115

6.2 Functional Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

CHAPTER 7: CONFIGURING TRUNKS 139

7.2.10 Centrex Flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

CHAPTER 8: CONFIGURING IP PHONES 157

8.5.2.4 Stunnel Establishment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

CHAPTER 9: SETTING CALL CONTROL OPTIONS 193

9.7 Silent Coach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

CHAPTER 10: CONFIGURING USERS 259

CHAPTER 11: CONFIGURING CLIENT APPLICATIONS 303

11.1.4.2 Configuring a User for Presence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

CHAPTER 12: CONFIGURING USER FEATURES 341

CHAPTER 13: CONFIGURING VOICE MAIL 369

CHAPTER 14: CONFIGURING THE AUTO-ATTENDANT 389

CHAPTER 15: CONFIGURING SCHEDULES 397

CHAPTER 16: CONFIGURING WORKGROUPS 403

CHAPTER 17: MANAGING THE SYSTEM DIRECTORY 421

17.1.2.1 Go to This User Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423

CHAPTER 18: SESSION INITIATION PROTOCOL 425

CHAPTER 19: MAINTENANCE 455

19.3.1 Switch Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460

CHAPTER 20: SYSTEM RECOVERY 483

20.2.3.5 Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492

CHAPTER 21: REPORTING 495

APPENDIX A: EMERGENCY 911 OPERATIONS 503

APPENDIX B: CALL DETAIL RECORD REPORTS 519

B.6.2 Enumeration Tables: Use for the Call Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556

APPENDIX C: SHOREGEAR SWITCHES 569

C.2.8.1 Switch Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594

APPENDIX D: CENTRALIZED DIAL NUMBER (DN) 629

ShoreTel Administration Guide 23

Online Knowledge Base

Using ShoreWare Director

1.2 Overview of ShoreWare Director

Figure 1-1 ShoreWare Director Individual Users List Panel

1.2.1 Architectural Overview

1.2.2 Multi-level Management

1.2.3 Multi-user Management

1.2.4 External Telephone Number Formatting

“+” = International designation

“C” = Country code

Figure 1-2 Preference Edit Panel

Figure 1-3 Login panel

To log in to ShoreWare Director:

1.4 Product Registration

Figure 1-4 Product Registration panel

1.4.1 Contact Information