ShoreTel Planning and Installation Guide

ShoreTel 11.1
ShoreTel Planning and Installation 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, ShoreGear, 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
ShoreTel Planning and Installation Guide
Release 11.1
Part Number: 800-1388-01
Version: PIG_GA_11_20100624
Date: October 22, 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
13
CHAPTER 1: GETTING STARTED
15
1.1
1.2
1.3
1.4
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Assembling the Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
ShoreCare ControlPoint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CHAPTER 2: SYSTEM OVERVIEW
23
2.1
2.2
2.3
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
ShoreTel Distributed IP Voice Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Distributed Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.4
2.5
Distributed Applications Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Single System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
2.3.1
2.5.1
2.6
Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Queue Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Directory Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Detail Record (CDR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Desktop Call Control Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Unified Messaging Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
28
29
29
30
30
31
31
31
31
32
32
32
32
ShoreTel Converged Conference Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
ShoreTel Contact Center Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
ShoreWare System Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Desktop Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
2.9.1
2.9.2
2.10
26
26
27
27
27
28
Optional Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2.8.1
2.8.2
2.8.3
2.9
Distributed Switch Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Embedded IP Phone Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Phone Keep Alive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Phone Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Public Switched Telephone Network (PSTN) Failover . . . . . . . . . . . . . . . . . . . . . . . . . . .
Distributed CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Integrated Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
2.7.1
2.7.2
2.7.3
2.7.4
2.7.5
2.7.6
2.7.7
2.7.8
2.7.9
2.7.10
2.7.11
2.7.12
2.7.13
2.8
Multi-level Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
System Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2.6.1
2.6.2
2.6.3
2.6.4
2.6.5
2.6.6
2.7
Distributed Routing Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Communicator for Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Extension Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
ShoreTel 11.1
3
Planning and Installation Guide
2.11
ShoreTel IP Phones and Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
2.11.1
2.11.2
2.11.3
2.11.4
2.11.5
2.11.6
2.11.7
2.11.8
2.11.9
2.11.10
2.11.11
2.12
ShorePhone-AP100. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP110 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP115 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP212k . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP230 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP265 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP560 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP560g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP565g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-IP655 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ShorePhone-BB24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System Capacity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
2.12.1
2.12.2
Extension Monitoring Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
ShoreGear Voice Switch Feature Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
CHAPTER 3: PLANNING
3.1
3.2
3.3
AND
Sites and Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Headquarters and Distributed ShoreWare Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Citrix and Windows Terminal Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Teleworker Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Telephone Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunk Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
59
59
59
60
Trunk Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
After-Hours Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Example of Direct Inward Dial Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Blended Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
4.6.1
4.6.2
4.6.3
4
Trunk Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
After-Hours Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Example Using Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Example of Operator Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Direct All Calls to Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
4.5.1
4.5.2
4.5.3
4.7
Trunk Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
After-Hours Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Example of Auto-Attendant Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Direct All Calls to a Live Operator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
4.4.1
4.4.2
4.4.3
4.4.4
4.6
55
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Direct All Calls to an Auto-Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
4.3.1
4.3.2
4.3.3
4.5
50
50
51
51
51
53
WAN Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
CHAPTER 4: ROUTING CALLS
4.4
49
Determine Number of ShoreGear Voice Switches . . . . . . . . . . . . . . . . . . . . . . . 53
3.4.1
4.1
4.2
4.3
SYSTEM DESIGN
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Determine System Topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
3.3.1
3.3.2
3.3.3
3.3.4
3.3.5
3.3.6
3.4
35
36
36
36
37
37
38
38
39
40
41
Trunk Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
After-Hours Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Example of Blended Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Analyze Outbound Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Planning and Installation Guide
CHAPTER 5: TRUNK PLANNING AND ORDERING
5.1
5.2
5.3
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Reviewing and Selecting Trunk Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
5.3.1
5.3.2
5.3.3
5.3.4
5.3.5
5.3.6
5.3.7
5.3.8
5.3.9
5.4
Analog Loop-Start Trunks (North America) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Analog Loop-Start Trunks (EMEA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Digital Loop-Start Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Analog Wink-Start Trunks (Analog DID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Digital Wink-Start Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
BRI Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
T1 PRI Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
E1 PRI Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Caller ID Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Caller ID Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automatic Number Identification (ANI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Direct Inward Dial (DID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dialed Number Identification Service (DNIS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Outbound Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tandem Trunking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tie Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Analog Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
T1 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
T1 PRI Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Ordering Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
E1 PRI Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 6: DIALING PLAN
Configuring Internal Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Configuring External Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Quick Reference of Star Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
6.6.1
6.6.2
6.6.3
Common Star Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Extension Assignment Star Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Trunk Star Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
CHAPTER 7: NETWORK CALL ROUTING
7.1
7.2
7.3
81
Define Digit Manipulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
On-Net Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
6.5.1
6.6
76
77
77
77
78
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Define Digit Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
6.3.1
6.3.2
6.4
6.5
73
73
74
74
74
75
75
75
Performing Traffic Calculations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Ordering Telephone Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
5.6.1
5.6.2
5.6.3
5.6.4
5.6.5
6.1
6.2
6.3
68
69
69
70
70
70
71
71
72
Understanding Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
5.4.1
5.4.2
5.4.3
5.4.4
5.4.5
5.4.6
5.4.7
5.4.8
5.5
5.6
67
95
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Define Network Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
7.3.1
7.3.2
7.3.3
ShoreTel 11.1
Call Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Trunk Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
5
Planning and Installation Guide
7.3.4
Specifying Parameters for the Routing Decision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
CHAPTER 8: TELEPHONE PLANNING AND ORDERING
8.1
8.2
8.3
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Application Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
8.3.1
8.3.2
8.3.3
8.3.4
8.3.5
8.3.6
8.3.7
8.3.8
8.4
Fax Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
ShorePhone-AP100. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
ShorePhone-IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Analog Phone Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
CHAPTER 9: NETWORK REQUIREMENTS AND PREPARATION
9.1
9.2
9.3
9.4
6
Network Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Jitter for Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Packet Loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Bandwidth Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Distributed Call Control Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Admission Control in the Wide Area Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Spanning Tree Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Traffic Shaping to Reduce Bottlenecks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Echo Cancellation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Resultant Voice Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
109
109
115
116
116
117
119
119
119
119
120
120
WAN Technology Choices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
9.5.1
9.5.2
9.5.3
9.5.4
9.5.5
9.5.6
9.5.7
9.5.8
9.5.9
9.6
9.7
107
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Advantages of Voice Over IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Understanding the Requirements for Toll-Quality Voice. . . . . . . . . . . . . . . . . 108
9.4.1
9.4.2
9.4.3
9.4.4
9.4.5
9.4.6
9.4.7
9.4.8
9.4.9
9.4.10
9.4.11
9.4.12
9.5
101
102
102
102
102
102
103
103
ShorePhone Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
8.5.1
8.5.2
8.6
General Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroup Agents and Supervisors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Receptionists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conference Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Lobby Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Multi-line Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Teleworkers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Fax Machines and Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
8.4.1
8.4.2
8.5
101
Minimum Bandwidth Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Leased T1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Frame Relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SDSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IDSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ADSL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cable Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ISDN BRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Dial-Up Modems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
121
121
122
122
122
122
122
122
122
IP Address Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Configuring DHCP for ShoreTel IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Planning and Installation Guide
9.8
9.9
9.10
Configuring Automatic VLAN Assignment via DHCP . . . . . . . . . . . . . . . . . . . 125
Time Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Virtual Private Network (VPN) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
9.10.1
9.10.2
9.10.3
9.10.4
9.11
9.12
Details: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Supported Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Session Initiation Protocol (SIP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Example Network Topologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
9.14.1
9.14.2
9.15
Single-Site Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Multisite Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Computing Admission Control Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
9.15.1
9.15.2
9.15.3
WAN Bandwidth per Call (Full Duplex) Without cRTP . . . . . . . . . . . . . . . . . . . . . . . . . 134
WAN Bandwidth per Call (Full Duplex) with cRTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Setting Admission Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
CHAPTER 10: SERVER REQUIREMENTS
10.1
10.2
10.3
10.4
Installing Microsoft Windows Server 2003 Components. . . . . . . . . . . . . . . . . . . . . . . . . 139
Configuring DEP Settings Prior to Installing ShoreWare. . . . . . . . . . . . . . . . . . . . . . . . . 140
Additional Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
10.7.1
10.7.2
10.7.3
10.7.4
10.7.5
10.7.6
10.7.7
10.7.8
10.7.9
10.7.10
10.7.11
10.8
Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Call Detail Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Software Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
10.6.1
10.6.2
10.7
Terminal Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adobe Acrobat Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DHCP on the ShoreWare Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server Computer Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Internet Information Server (IIS) Default Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Access to the Distributed Server Maintenance Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Connection Before Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Workgroup Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Microsoft Updates on the Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Virus Protection on the Main and Distributed Servers. . . . . . . . . . . . . . . . . . . . . . . . . . .
141
141
141
142
142
142
142
142
142
142
142
Installing Microsoft Windows Server 2008 Components . . . . . . . . . . . . . . . . 143
10.8.1
10.8.2
Application Server Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Microsoft Server Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
CHAPTER 11: INSTALLING SHORETEL VOICE SWITCHES
11.1
11.2
137
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Hardware Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Hard Disk Space Utilization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
10.4.1
10.4.2
10.4.3
10.5
10.6
128
128
128
129
Firewalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Media Encryption. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
9.12.1
9.12.2
9.13
9.14
Tunneling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Integrated Security Appliances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
149
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
ShoreTel 11.1
7
Planning and Installation Guide
11.3
11.4
Mounting the ShoreTel Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Installing a Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
11.4.1
11.5
11.6
RJ-21X Cable Retainer Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
ShoreWare Director Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
11.6.1
11.6.2
11.6.3
11.6.4
11.6.5
Environmental Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Packaging Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Regulatory Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Physical Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
General Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CHAPTER 12: PLANNING APPLICATIONS AND SERVICES
12.1
12.2
Escalation Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto-deletion of Voice Mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Mailbox Full Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Distributed Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AMIS Protocol Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SMDI Protocol Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Find Me Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Time Stamps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
157
158
158
158
159
159
160
161
161
Planning Fax Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
12.4.1
12.5
12.6
12.7
12.8
12.9
Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Call Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
12.3.1
12.3.2
12.3.3
12.3.4
12.3.5
12.3.6
12.3.7
12.3.8
12.3.9
12.4
155
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Account Code Collection Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
12.2.1
12.2.2
12.3
151
152
152
153
153
Using a Fax Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Private Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Automated Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Call Handling Delegation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Communicator for Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
12.9.1
Switch Support for Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
12.10 Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
12.10.1 Hunt Group Busy State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
12.10.2 Configurable Hunting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
12.10.3 Hunt Group Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
12.11 Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
12.12 Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
12.12.1 Agent Multiplicity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
12.12.2 Call Monitor and Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
12.13 ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
12.14 Enterprise Telephony Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
12.14.1
12.14.2
12.14.3
12.14.4
12.14.5
12.14.6
12.14.7
8
Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Overhead Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Night Bell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Make Me Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
178
179
179
179
179
180
181
Planning and Installation Guide
12.15 ShoreGear Converged Conference Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
12.15.1 Dialing the Conference Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
12.16 ShoreTel Contact Center Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
CHAPTER 13: DESKTOP REQUIREMENTS
13.1
13.2
13.3
13.4
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Hardware Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
13.4.1
13.4.2
13.4.3
13.4.4
13.5
13.6
13.7
Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Internet Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Microsoft Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Microsoft Updates on the Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Configuration (For Main Server Only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
CHAPTER 14: SITE REQUIREMENTS AND PREPARATION
Switch Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Voice Switch Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
14.3.1
14.3.2
14.3.3
14.3.4
14.3.5
14.3.6
14.3.7
14.4
Physical Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Input Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Power and Heat Dissipation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Environmental Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reliability and Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Memory and Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
192
192
193
193
194
194
195
Racks and Cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
14.4.1
14.4.2
General Cabling Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Rack Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
CHAPTER 15: LEGACY INTEGRATION
15.1
15.2
15.3
15.4
15.5
15.6
15.7
15.8
15.9
15.10
191
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
14.2.1
14.3
185
186
186
189
Network Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Virus Protection Desktop Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
VMware Virtual Environment for Main and DVS Servers . . . . . . . . . . . . . . . . 189
13.7.1
13.7.2
14.1
14.2
183
201
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Coordinated Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Trunk Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Coordinated Dialing Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
PSTN Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Multi-Site Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Single Site Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Consolidated Long Distance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Voice Mail Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
15.10.1 AMIS Protocol Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
15.10.2 SMDI Protocol Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
15.10.3 Configuring Legacy Voice Mail Integration Using SMDI . . . . . . . . . . . . . . . . . . . . . . . . . 208
ShoreTel 11.1
9
Planning and Installation Guide
15.10.4 Configuring ShoreTel Voice Mail Integration Using SMDI . . . . . . . . . . . . . . . . . . . . . . . 214
15.11 System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
15.12 Connection Cable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
15.12.1 Special Considerations - Nortel PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
15.12.2 Special Considerations - Avaya/Lucent PBX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
15.13 Administration and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
15.13.1 Tie Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
15.13.2 Services Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
15.14 Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
CHAPTER 16: IP PHONE INSTALLATION
16.1
16.2
16.3
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Preparing Your ShoreTel System for IP Phones. . . . . . . . . . . . . . . . . . . . . . . . 226
16.3.1
16.3.2
16.3.3
16.3.4
16.3.5
16.3.6
16.4
Configuring Voice Switches for IP Phone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring Teleworker IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigning the Configuration Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting IP Address Ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
802.x Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DHCP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Upgrading ShoreTel Server Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Ensuring Proper Server Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Upgrading ShoreTel Servers from Windows 2003 (32-bit) to Windows 2008 (32234
17.3.1
(R2)
17.3.2
(R2)
17.3.3
17.3.4
Existing HQ server hardware will not support the 64-bit version of Windows Server 2008
235
Existing DVS server hardware will not support the 64-bit version of Windows Server 2008
236
Existing HQ Server hardware will be upgraded to Windows Server 2008 R2 . . . . . . . . . 236
Existing DVS Server hardware will be upgraded to Windows Server 2008 R2 . . . . . . . . 237
CHAPTER 18: DESKTOP INSTALLATION
18.1
18.2
18.3
18.4
10
Silent Client Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Standard Integrated Software Distribution Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing the ShoreTel Communicator Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configure the TAPI Dialing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Starting the ShoreTel Communicator Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
240
241
241
245
245
Installing Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
18.5.1
18.5.2
18.5.3
18.6
239
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Notifying Users via Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Installation Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
18.4.1
18.4.2
18.4.3
18.4.4
18.4.5
18.5
231
Installing ShoreTel Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
17.1.1
17.2
17.3
bit)
226
226
226
227
228
228
Associating a User Group with Unassigned IP Phones . . . . . . . . . . . . . . . . . . 229
CHAPTER 17: SERVER INSTALLATION
17.1
225
Installing Voice Mail Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Installing Automatic Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Memorized Phone Number Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Upgrade Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Planning and Installation Guide
18.7
User Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
18.7.1
18.7.2
18.7.3
18.8
Purchasing User Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Language Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
License Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Other Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
18.8.1
18.8.2
Windows Accounts and the ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Changing the Server Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
CHAPTER 19: CUT-OVER
19.1
19.2
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Cut-Over Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
19.2.1
19.2.2
19.2.3
19.3
Cut-Over Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
New Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Cut-Over Coverage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Cut-Over Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
19.3.1
19.3.2
19.3.3
19.3.4
19.4
253
Basic Cut-Over Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunking Cut-Over. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut-Over of Remaining Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut-Over Coverage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut-Over Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
CHAPTER 20: TRAINING
20.1
20.2
20.3
20.4
20.5
20.6
20.7
259
Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Training Materials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
End-User Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Operator Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Workgroup Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
System Administrator Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
APPENDIX A: INTERNATIONAL PLANNING
A.1
A.2
A.3
A.4
AND INSTALLATION
263
Software and Feature Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Language Packs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Analog Telephones, Tones, Cadences, and Impedances . . . . . . . . . . . . . . . . . 265
Dialing Plan Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
A.4.1
A.4.2
A.4.3
A.4.4
A.4.5
Single-Extension Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunk Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Operator Digit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DID Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
APPENDIX B: REGULATORY AND SAFETY INFORMATION
B.1
B.2
254
254
255
255
266
266
266
266
266
267
Agency Approvals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
EMC Compliance Statements (SG-8/12/24 and T1). . . . . . . . . . . . . . . . . . . . . 268
B.2.1
B.2.2
B.2.3
B.2.4
B.2.5
ShoreTel 11.1
United States. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
European Union . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Restricted Access Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
WEEE Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
268
268
268
268
269
11
Planning and Installation Guide
B.3
Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
B.3.1
B.3.2
Important Safety Instructions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
Electrical Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
APPENDIX C: IP PHONE CONFIGURATION
C.1
C.2
271
Manually Configuring ShorePhones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Displaying ShorePhone Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
C.2.1
Resetting a ShorePhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
APPENDIX D: ENABLING INTERNET ACCESS TO SHORETEL COMMUNICATOR
FOR WEB
273
D.1
D.2
D.3
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Installation and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
D.3.1
D.3.2
D.3.3
Example 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Example 2: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
About the httpd.conf file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
APPENDIX E: SHOREWARE CLIENTS ON CITRIX AND WINDOWS TERMINAL
277
SERVERS
E.1
E.2
E.3
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Citrix XenApp Environment Best Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Installing ShoreTel Communicator on WTS or Citrix . . . . . . . . . . . . . . . . . . . 277
E.3.1
E.3.2
E.4
E.5
Initial Installation (all platforms) and Upgrades (32-bit) . . . . . . . . . . . . . . . . . . . . . . . . 277
Upgrading ShoreTel Communicator on 64-bit Platforms . . . . . . . . . . . . . . . . . . . . . . . . 279
Citrix Application Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Configuring Other TAPI Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
APPENDIX F: SESSION INITIATION PROTOCOL
F.1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
F.1.1
F.1.2
F.2
281
Supported RFCs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
General SIP Comments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
F.2.1
F.2.2
Configuring the ShoreTel System via Director. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Configure the SIP Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
APPENDIX G: INSTALLING AND CONFIGURING REVERSE PROXY SERVERS FOR
293
SHORETEL COMMUNICATOR FOR IPHONE
G.1 Reverse Proxy Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
G.2 Example Reverse Proxy Configuration for Apache 2.2 . . . . . . . . . . . . . . . . . . 295
Glossary 299
INDEX
12
303
Preface
This preface provides information about the objectives, organization, and conventions of
the ShoreTel Planning and Installation Guide.
Objectives
This document provides planning and installation information for the ShoreTel system and
components.
Audience
This guide is written for the person who plans, installs, administers, and maintains the
ShoreTel system. This individual should be knowledgeable about data networking and
telephony to use this guide effShoreTel 11ectively.
Organization
This document is generally organized into major tasks, presented in the order in which
they should be completed.
Documentation Overview
The ShoreTel system is documented as described in the following sections.
System Documentation
The ShoreTel Planning and Installation Guide (this guide) can be found in the
documentation folder on the ShoreWare DVD and can also be accessed from ShoreWare
Director.
This 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.
Software Documentation
The ShoreTel Administration Guide provides detailed reference information (both taskbased and screen-by-screen) on how to administer and maintain the ShoreTel system using
ShoreWare Director. If you are installing one or more ShoreTel Conference Bridges, refer to
the ShoreTel Converged Conference Solution Administration Guide for complete installation
and configuration information. Both guides can be found in the documentation folder on
the DVD.
ShoreTel 11.1
13
ShoreTel Planning and Installation Guide
Preface
The following release notes can be found in the documentation folder on the associated
DVD and may also be accessed from ShoreWare Director:
•
ShoreTel Release Notes provide information about new releases, new features,
installation, and upgrading for the ShoreWare server.
Hardware Documentation
The following installation documents are packaged with the associated ShoreGear voice
switch, conferencing bridge, or ShorePhone IP phone.
•
•
•
Quick Install Guides for each ShoreGear switch
ShoreTel Conference Bridge Quick Install Guide
Quick Install Guide for each ShorePhone IP phone
User Documentation
End-user documentation is installed during the ShoreTel Communicator installation. It is
available through the Help > Contents and Index command within the ShoreTel
Communicator application.
•
•
Analog Phone Quick Reference, which is available in the telephone user interface
IP Phone Quick Reference, which is available in the telephone user interface
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
ShoreWare Client Release Notes
Online Knowledge Base
To access additional information about the current release or to resolve issues with the
ShoreTel system, you can use the ShoreTel online knowledge base. This passwordprotected, online database is accessible to authorized contacts through the ShoreTel web
site at www.ShoreTel.com.
Document Conventions
Conventions used in this guide include the following:
14
•
Data-entry field names, hypertext links, control buttons, keywords, and other items
within the system management interface are in boldface text.
•
Information that you enter in data-entry fields is in a data_entry font.
C
H A P T E R
1
Getting Started
Congratulations on your purchase of the ShoreTel system!
Highly flexible, your new ShoreTel system is also simple to install, administer, and
maintain. You will be able to unify all your locations and voice applications into a single,
efficient voice communications network.
Voice communications is a mission-critical application. This planning and installation
guide leads you through the installation process to a successful implementation, so that
you and your user community can enjoy the benefits of the ShoreTel system.
Each chapter in this guide begins with recommendations that help you make a smooth
transition to the ShoreTel system.
If you are planning an international deployment, please see Appendix A, starting on page
263, for the international capabilities of the ShoreTel system.
1.1
Checklist
Review the following topics before proceeding to the next chapter:
Task
Description
❑
Recommendations
page 15
❑
Assembling the Team
page 16
❑
ShoreCare ControlPoint
page 16
Table 1-1
1.2
Getting Started Checklist
Recommendations
The following recommendations help ensure that your planning and installation of the
ShoreTel system proceeds smoothly.
ShoreTel 11.1
•
Resource planning: Do not underestimate the amount of resource commitment
needed to successfully implement a mission-critical application such as a new voice
communications system.
•
Schedule planning: Likewise, do not underestimate the amount of time needed to
successfully implement the system. Plan necessary tasks ahead of time. Many tasks
have long lead times (for example, ordering telephone service, preparing cabling,
and ordering telephones), and unforeseen problems can arise that must be
resolved.
•
Delegation: Do not try to do everything yourself. Make sure you assign the right
resources to the right task.
15
Planning and Installation Guide
Chapter 1: Getting Started
Communication: Make sure you communicate with the key members of your
organization and determine their individual and departmental needs (whether
workgroups, operators, assistants, or executives). Make sure they support any
decision that affects their respective areas.
Once the system is successfully deployed, you need to establish clear ownership of the
voice communications system. Not only will you want to adapt the system to your
changing corporate needs, but you also need to account for the interaction between your
data network and your voice application. When changes are made to the data network (for
example, renumbering your IP addresses or changing your backbone), you need to
consider the impact on your voice communications system, and plan accordingly.
1.3
Assembling the Team
To deploy the ShoreTel system successfully, you need to assemble a team. The key members
of the team include, but are not limited to:
Project Manager: Someone needs to oversee the entire project to make sure that
key decisions are made and communicated to the entire team, deadlines are met,
and issues are resolved. This is typically an IT manager.
System Designer: Someone needs to take ownership of the design of the system,
including the number of telephones, number of trunks, and desired call flow. This
person is also responsible for the day-to-day system administration after the cutover to the new system. This is typically a member of the IT staff.
IT Manager: You need the full support and cooperation of your IT department,
since the ShoreTel system is a new application on your data network, interacting
with servers, desktops, the IP address space, switches, routers, and so on.
Cabling Contractor: You may need to hire a cabling contractor to install racks and
cabling, as well as to place and test telephones.
Electrical Contractor: You may need to hire an electrician to install new power
outlets, and potentially some cooling and ventilation systems.
Service Providers: You should establish a relationship with a telephone service
provider for local and long-distance telephone service. You also need to work with
a network service provider to provide IP connectivity between multiple locations, if
you have multiple sites.
ShoreTel: Depending on what type of installation and support package you
purchased, ShoreTel, or a certified ShoreTel partner, may be involved in your
implementation.
1.4
ShoreCare ControlPoint
Installation services are built around ShoreCare ControlPoint, an interactive, web-based
project management tool that allows you to take complete control of the installation
process. ShoreCare ControlPoint provides real-time visibility into each step of the system
installation, from initial needs assessment and resource planning to the final step of going
live with the new voice system. It also lets you simultaneously manage installations at
multiple sites.
This planning and installation guide can be used in conjunction with ShoreCare
ControlPoint. ShoreCare ControlPoint provides step-by-step checklists for each phase of
installation and cut-over.
16
Chapter 1: Getting Started
Planning and Installation Guide
Phase 1: Voice Communications System Analysis and
Ordering
Task
ShoreTel 11.1
❑
Download and modify the Microsoft Project installation schedule included in Resources
❑
Complete Call Flow Analysis
❑
Inventory and determine trunk requirements
❑
Order new trunk lines
❑
Trunk installation date
❑
Inventory your existing telephone equipment
❑
Order new phones and/or headsets
❑
Review your need for a ShoreTel Conference Bridge
❑
Order a ShoreTel Conference Bridge
❑
Review your need for a ShoreTel Contact Center Solution
❑
Order a ShoreTel Contact Center Solution
❑
Order ShoreGear voice switches
❑
ShoreGear shipping date
Date Completed
17
Planning and Installation Guide
Chapter 1: Getting Started
Phase 2: Environmental and Infrastructure Analysis and
Upgrade
Task
18
❑
Participate in the Phase 2 conference call
❑
Read ShoreTel's power requirements
❑
Order power upgrades (as necessary)
❑
Scheduled power upgrade completion date
❑
Read ShoreTel's racking requirements
❑
Racking installation date (if racking is ordered)
❑
Read ShoreTel's ventilation requirements
❑
Ventilation system upgrade completion date (if ordered)
❑
Read ShoreTel's recommendations for Uninterruptable Power Source (UPS)
❑
UPS installation date (if ordered)
❑
Read ShoreTel's cabling requirements
❑
Cabling installation date (if ordered)
❑
Determine your overhead paging needs
❑
Source your Music on Hold needs
❑
Read ShoreTel's LAN requirements
❑
Attach LAN topology map
❑
LAN installation date (if ordered)
❑
Read ShoreTel's WAN requirements
❑
Attach WAN topology map
❑
WAN upgrade installation date (if ordered)
❑
Read ShoreTel's server requirements
❑
Order your server for the ShoreTel System
❑
Server installation date
❑
Read ShoreTel's desktop requirements
❑
Desktop software upgrade installation date (if required or ordered)
❑
ShoreGear scheduled installation date
Date Completed
Chapter 1: Getting Started
Planning and Installation Guide
Phase 3: Resource Scheduling and Tracking
Task
ShoreTel 11.1
❑
Participate in the Phase 3 conference call
❑
Verify Telco order is on schedule
❑
Verify phone order is on schedule
❑
Verify power order is on schedule
❑
Verify racking order is on schedule
❑
Verify ventilation order is on schedule
❑
Verify Uninterruptable Power Source (UPS) order is on schedule
❑
Verify cabling order is on schedule
❑
Verify LAN upgrade order is on schedule
❑
Verify WAN upgrade order is on schedule
❑
Verify desktop upgrade order is on schedule
❑
Verify ShoreGear order is on schedule
❑
Read ShoreTel’s descriptions of the different ShoreTel Communicator applications
❑
Schedule your System Administration training with ShoreTel
❑
Order new business cards and business stationary if your phone numbers are changing
❑
Verify that you have obtain all licenses and license keys for your planned installation.
Date Completed
19
Planning and Installation Guide
Chapter 1: Getting Started
Phase 4: System Load and Configuration
Task
20
❑
Participate in the Phase 4 conference call
❑
Verify receipt of ShoreGear equipment
❑
Reserve IP addresses for your network
❑
Configure server with the appropriate server operating system
❑
Load the ShoreGear software
❑
Enter the database configuration for ShoreGear
❑
Confirm your ShoreTel System installation and cut-over dates
❑
Confirm installation and cut-over coverage
❑
Verify racking is complete
❑
Verify power is in compliance
❑
Verify UPS is installed
❑
Verify cabling is complete
❑
Verify ventilation upgrade is complete
❑
Verify new phones and headsets have been delivered
❑
Verify your System Administrators have been trained
❑
Schedule training for your Operators and Workgroup(s)
Date Completed
Chapter 1: Getting Started
Planning and Installation Guide
Phase 5: Installation Readiness Review
Task
ShoreTel 11.1
❑
Participate in the Phase 5 conference call
❑
Upgrade desktops, if necessary, and ensure readiness for Client software installation
❑
Notify users of the ShoreTel system implementation
❑
Verify telephone trunk lines are installed and tested
❑
Verify conference bridge is installed
❑
Configure on-hour and off-hour schedules for Auto-Attendant menus and Workgroups
❑
Configure your Workgroups
❑
Configure your Auto-Attendant menus
❑
Script and record all Auto-Attendant and department voice mail greetings
Date
Completed
21
Planning and Installation Guide
Chapter 1: Getting Started
Phase 6: Cut-Over
Task
22
❑
Participate in the Phase 6 conference call
❑
Complete your Cutover Review Checklist
❑
Send web-based training modules to End Users
❑
Send TUI guides to End Users
❑
Verify that Operators are trained
❑
Verify that Workgroups are trained
❑
Verify that all phones have been placed and extensions tested
❑
Verify that existing trunk lines have been swapped and tested
❑
Verify that End Users have been sent the ShoreTel Client notification
❑
Cut-over to the ShoreTel System
❑
Complete your Post Cut-over Survey
❑
Review ShoreTel Web Center to understand the available ShoreTel Support resources
Date Completed
C
H A P T E R
2
System Overview
This chapter presents an overview of the ShoreTel system, including a description of the
system capacity, to guide you in planning your solution.
2.1
Checklist
Review the following topics before proceeding to the next chapter:
Task
Description
❑
ShoreTel Distributed IP Voice Architecture
page 23
❑
Distributed Call Control
page 24
❑
Distributed Applications Platform
page 25
❑
Single System Management
page 25
❑
Integrated Applications
page 28
❑
Desktop Applications
page 34
❑
Voice Switches
page 35
❑
ShoreTel IP Phones and Devices
page 35
❑
System Capacity
page 41
Table 2-1
2.2
System Overview Checklist
ShoreTel Distributed IP Voice Architecture
The ShoreTel system is a completely distributed voice communication solution with no
single point of failure, which is layered on top of your IP network. At the heart of the
system is the standards-based Distributed IP Voice Architecture (Figure 2-1), which
uniquely distributes call control intelligence to voice switches connected anywhere on the
IP network. In addition, the Distributed IP Voice Architecture distributes voice
applications, including voice mail systems and automated attendants, to servers across
locations, rather than centralizing applications at the network core.
The resulting solution provides a single image system for all locations and all voice
applications. Multiple PBXs, voice mail systems, automated attendants, or ACD systems—
each with their own dedicated management interface—are phone systems of the past. The
ShoreTel system is distributed, the voice applications are bundled, and the management
interface is integrated.
ShoreTel 11.1
23
Planning and Installation Guide
Chapter 2: System Overview
Integrated
Applications
Open
Applications
Open Third-Party
Applications
Open API Layer
Distributed Applications Platform
Single System
Management
Distributed Call Control
Open Protocol Layer
Voice Endpoints
Figure 2-1
2.3
The Distributed IP Voice Architecture of the ShoreTel System
Distributed Call Control
The heart of the ShoreTel system is the distributed call control software, which runs on the
ShoreGear voice switches on top of VxWorksTM and embedded Linux, a real-time operating
system. Each call control element manages the call setup and call teardown, including
features such as transfer, conference, forward, call permissions, and call routing. The voice
switches communicate on a peer-to-peer basis, eliminating any single point of failure. For
instance, if one ShoreGear voice switch goes offline, all other ShoreGear voice switches
continue operating. When the voice switch comes back online, it rejoins the voice network
with no impact on system operation. There is no server involved with the basic telephony,
so the system delivers levels of availability unmatched by even legacy vendors.
2.3.1
Distributed Routing Service
Distributed Routing Service (DRS) allows larger systems to scale beyond 100 switches 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 the Distributed Routing Service is disabled, ShoreGear switches 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 a user places a call from
any extension, each switch can route the call to the correct ShoreGear switch based on its
internal routing database.
When the Distributed Routing Service is enabled, ShoreGear switches only exchange
routing information with other switches at the same site, rather than exchanging the
information with every 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 necessary to complete the call.
24
Chapter 2: System Overview
Planning and Installation Guide
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 with the headquarters server at the top of the
hierarchy. As you add servers to the system through ShoreWare Director, you define the
order of the servers in relation to the headquarters server and the various sites in your
system. Initially, the switches try to contact the nearest instance of the Distributed Routing
Service in the hierarchy. If that instance of DRS is not reachable, the switch contacts the
instance of DRS at the parent server in the hierarchy as a fallback. If both instances of DRS
are not reachable, the switch makes a best effort to route the call based on its internal
routing tables built from communicating with peer ShoreGear switches at the same site.
2.4
Distributed Applications Platform
The distributed applications platform of the ShoreTel system enables application servers to
be distributed across the enterprise yet still behave as a single, cohesive system. This allows
you to optimize network performance by locating applications such as voice mail close to
users to reduce WAN bandwidth utilization. In addition, by hosting applications, services,
and APIs on multiple platforms, the distributed applications platform enables the system to
scale as necessary.
A software component called the ShoreWare Telephony Management Service (TMS) runs
on the ShoreWare servers and observes all call setup and call teardown activity on the
entire voice network. The ShoreWare TMS software then exposes a Telephony Application
Programming Interface (TAPI), for call control, and a TAPI Wave interface for media play
and record. These open APIs allow value-added applications to be added to the ShoreTel
system to provide voice services.
Even though there are multiple application servers, the ShoreTel system is still managed
and behaves as a single image system with complete feature transparency between sites.
2.5
Single System Management
The ShoreTel system provides a single system management solution called ShoreWare
Director. This browser-based network management tool provides a single management
interface for all voice services and applications across all locations. Even though there are
multiple servers and switches to support the services and applications, the ShoreTel system
provides a single image system across your entire network.
Integrated management enables a change to propagate dynamically across the system each
time a modification is made on the ShoreTel system. When you add a new user on the
ShoreTel system, the user automatically gets a dialing plan, voice mail, an extension, a
mailbox, an Auto-Attendant profile, and an e-mail message to download the desktop
software. In addition, the user can be added to an Automated Call Distributor (ACD)
group, if needed. You add new users and place them in ACD groups from a single
management screen.
The ShoreTel system provides automated software distribution for all components on the
system. When you add a new ShoreGear voice switch to the system, it is automatically
upgraded to the current software release by the ShoreWare server. When you add a new
user on the system, the user receives an e-mail message containing a URL from which
desktop call control and unified messaging applications can be download and installed.
For software upgrades, you simply install the new software on the ShoreWare server, and
all the ShoreGear voice switches, across all locations, are automatically upgraded to the
new release. In addition, users are notified of the new software release and are
automatically prompted to upgrade their software, if an upgrade is mandatory.
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The ShoreTel management software also provides a complete suite of maintenance tools
that enable you to monitor and change the status of components on the system. The system
can be configured with event filters that automatically generate an e-mail message if an
error occurs on the system.
2.5.1
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 pages, you can define site administrators, directory list
managers, read-only users, and more. Each user who needs to access ShoreWare Director
can be assigned a level of permission tailored for his needs.
2.6
System Reliability
The ShoreTel system provides a number of features and options that ensure system
reliability, including:
Distributed Switch Control
Embedded IP Phone Display
IP Phone Keep Alive
IP Phone Failover
Public Switched Telephone Network (PSTN) Failover
Distributed CDR
2.6.1
Distributed Switch Control
The ShoreWare Telephony Management Service (TMS) runs on every ShoreWare
distributed server, ensuring switch control even if there a WAN outage between the remote
server and the headquarters site. Since multiple servers share the task of switch
management, if a server fails, only the extensions it controls may be affected by a
disruption in service.
2.6.2
Embedded IP Phone Display
The Embedded IP Phone Display feature essentially shifts support of several tasks related to
IP phone operation from the server to the switch. This enhances system reliability and
offers better uptime. The following features are supported on the switch and thus will
continue to be available even when the server is down:
Phone display
Transferring a call
Conference calls
Placing calls on hold
On-hook dialing
Intercom
Redial
Pickup
Park
Unpark
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The following features that require writing to the database will continue to be supported by
the server and not the switch:
Directory
Options
Speed dial (due to its reliance on the database)
Ability to change call handling modes
Workgroup Agent Wrap up
Monitoring extensions on other switches
Presence information for user serviced by other switches
2.6.3
IP Phone Keep Alive
ShoreGear 1U Half-Width and 1U Full Width voice switches send a heartbeat to their
associated IP phones once a minute. If the heartbeat is not acknowledged within
approximately four seconds, the switch considers the IP phone to be offline or unavailable.
The switch continues to broadcast the heartbeat every minute. Any currently offline IP
phone that returns an acknowledgement is considered online and available.
2.6.4
IP Phone Failover
IP phones can be optionally configured to send a heartbeat to their ShoreGear switch every
four minutes. If an IP phone cannot communicate with its switch, the phone automatically
connects to another switch located at the same site. For IP phone failover to be effective,
the system must be planned with sufficient excess capacity to handle phones from at least
one switch during a failover event. For example, if a switch with 20 IP phone ports fails, 20
IP phone ports need to be available elsewhere at the same site.
The feature allows an administrator to configure the system so there can be failover of
phones from one switch to another in the case of a switch failure. The feature is not
intended to provide failover for network outages (i.e. or lost connectivity between the
headquarters server and a remote site). Some network outage scenarios may be handled by
the ShoreTel failover solution.
Failover will occur on a phone by phone basis and will be driven by receiving RSIP from
the phone. IPCS will not move phones other than the one sending RSIP. Each phone must
initiate its own failover.
For configuration details, see the ShoreTel Administration Guide.
2.6.5
Public Switched Telephone Network (PSTN) Failover
User extensions can be optionally configured to route extension-to-extension calls to the
public switched telephone network (PSTN) in the event that an IP connection is
unavailable. Extension-to-extension calls are those a user makes to another site within a
multi-site system, for example, a user in New York calling a co-worker at the company’s San
Francisco office. The IP connection may be unavailable due to lack of bandwidth or
connectivity.
The PSTN failover option must be explicitly enabled for each user and bypasses the caller’s
call permissions. For configuration details, see the ShoreTel Administration Guide.
For systems using the Distributed Routing Service (DRS), PSTN failover for outbound calls
will not function when the local switches lose connectivity to a DRS server. When a site
does not have connectivity to DRS, users at other sites with DRS connectivity will be able to
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reach the users at that site using PSTN failover (as long as the destination site has trunks to
accept the PSTN calls). This limitation has the biggest impact for small offices that do not
have a local ShoreWare server.
2.6.6
Distributed CDR
In the event of a WAN outage, Call Detail Record (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 Server’s database. After two hours, the distributed server deletes the
data and logs an error to the local server’s NT event log.
2.7
Integrated Applications
The ShoreTel system includes a suite of applications that are integrated with the system.
These applications (which are discussed in the following sections) include:
Account Codes
Voice Mail
Automated Attendant
Hunt Groups
Workgroups
Pickup Groups
Queue Monitor
Agent Monitor
Directory Viewer
History Viewer
Call Detail Recording
Desktop Call Control Service
Unified Messaging Service
TAPI-compliant, third-party applications can also be added on a distributed server. Such
servers should have no voice mail users.
2.7.1
Account Codes
An Account Codes Collection Service (ACC) allows assignment of account codes or
activity codes to outbound calls. The system supports account codes that can vary in length
and format. Account code collection is enabled on a per-user group basis with the
collection of account codes set to one of three states: disabled, optional, or forced. Call
Detail Reports include details of the account codes associated with outbound calling. The
Account Codes Service is associated with a configurable extension and has a dedicated user
group that defines ultimate call permissions and trunk group access. In addition, wildcard
characters can be used in place of any DTMF digit in the account code. The use of
wildcards introduces less strict validation of the account code entered by the user. Rather
than checking each individual code, with the introduction of wildcards, a length check is
performed. The wildcard allows the system to support far more than the previous limit of
50,000 codes.
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2.7.2
Planning and Installation Guide
Voice Mail
The integrated voice mail application provides automated call answering, voice mail
recording, and message playback. Since voice mail is simply a software application, there
are no “port” or “storage” limitations as in traditional voice mail systems. To reduce WAN
bandwidth utilization, the voice mail application can be distributed across the IP network.
Each mailbox supports five call handling modes (including Standard, In a Meeting, Out of
the Office, Extended Absence, and Custom), each with its own greeting. Each mailbox also
provides message notification to an extension, external number (cell phone), or pager.
Find Me forwarding and Auto Find Me forwarding allow calls to be forwarded from the
voice mail greeting to up to two numbers. If the call is not accepted at either of the Find Me
destinations, the call is returned to voice mail.
The Auto-delete by Number of Days feature allows a system administrator to set a
maximum time limit, (ranging from a month to several years) for the storage of voice mail
messages. The tool can be used to encourage users to better manage their voice mailboxes.
When the feature is enabled and a user has old messages that are approaching the
expiration time limit, the user will receive warning messages indicating that those voice
mail messages will be deleted.
The Mailbox Full Notifications feature lets users know when their mailbox has approached
the maximum capacity. 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 the notification 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.
The Voice Mail server has a limit of 200 deleted messages per mailbox. Deleted messages
are not counted against the total message count. However, maximum number of deleted
messages allowed at any point in time remains at 200 to limit total server mailbox storage
space. If this limit is reached, deleting further messages will result in purging of the oldest
deleted messages, so as to keep the count of the deleted messages to 200.
Escalation Notification is a traditional voice mail feature that allows support groups to offer
round-the-clock service to their customers. Thus, if a customer calls into the ShoreTel
voice mail system to leave a message requesting urgent service, the system will send out a
page, phone call, or email to an employee in the support department. If this first employee
were to ignore the notification for a specified period of time, another employee in the
escalation profile would be contacted until someone listens to the customer's voice mail
and handles the problem.
For details on configuring any of these voice mail features, please refer to the ShoreTel
Administration Guide.
For specific information about the supported capacity for voice mail on the ShoreTel
system, see Table 2-2 on page 42.
2.7.3
Automated Attendant
The integrated automated attendant application provides automated call answering and call
redirection, including dialing by name and dialing by number. As with voice mail, there are
no “port” limitations such as exist in traditional systems. The automated attendant
application is distributed across all the application servers when multiple servers are
provisioned. All menus are available locally at every server. Calls directed to the automated
attendant at a site with a server are handled by the local server.
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Each automated attendant (AA) menu supports up to four different modes (On-Hours, OffHours, Holiday, and Custom) that can be automatically driven by schedules. In addition,
users can record AA menu prompts from their own telephone, instead of having to go
through ShoreWare Director. This ability frees the system administrator from having to be
involved with the task of recording AA menus, allowing him or her to delegate the task to
more appropriate team members.
Users can record a different AA menu prompt for each call-handling mode (On-Hours, OffHours, Holiday, and Custom). This feature can be enabled or disabled on a per-menu basis.
Each AA menu will have its own password and a unique, dialable number. A separate
“Menu Mailbox” is created for each AA menu, allowing users to dial into the system to
change the menu prompts in the same way that they would change their personal mailbox
greeting.
For specific information about the supported capacity for automated attendants on the
ShoreTel system, see Table 2-2 on page 42.
2.7.4
Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed
via an extension, DID, and/or DNIS mappings. Hunt groups are supported by ShoreGear
switches and remain available when connectivity to the Headquarters server is lost. The
hunt group can be used as the backup destination for a workgroup, so that some basic
hunting can be done even when the workgroup server is not reachable. To maximize
reliability, assign hunt groups to a switch close to the majority of the members and/or
trunks associated with the hunt group.
A maximum of 8 hunt groups can be assigned to a single switch. A total of 16 user numbers
can be assigned to hunt groups on a single switch.
For more information on hunt groups, see Section 12.10 on page 171.
2.7.5
Workgroups
The ShoreTel system provides the contact center with flexibility for distributing callers to
available agents, as well as options for managing calls when agents are not available.
Inbound calls are directed to a workgroup application on the headquarters server that
distributes calls to agents in one of four administrator-configured patterns (Top Down,
Round Robin, Longest Idle, or Simultaneous Ring). When no agents are available, calls can
be directed to a queue where they are held until an agent becomes available.
Workgroup overflow and interflow capabilities can be configured to reduce the wait time
for callers who are dialing into an ACD, thus ensuring faster service and greater customer
satisfaction. (“Overflow” refers to transferring a call from one workgroup queue to another
once a wait-time threshold has been exceeded, and “interflow” refers to transferring a call
to another dialable number (e.g. an extension, menu, or an external number) once a waittime threshold has been exceeded.
Alternatively, if calls are unanswered, they can be directed to a workgroup mailbox
accessible by all agents. Agents may belong to multiple workgroups, and an agent’s login
status applies to all the workgroups of which that agent is a member.
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
so that all agents enter a “wrap-up” mode after every call. In this mode, agents remain
logged in but do not receive new calls until the configured wrap-up time passes. This
enables agents to complete any required updates to the customer records between calls.
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When an agent is a member of multiple workgroups, and calls are available from different
workgroups, the agent receives the longest waiting caller regardless of workgroup.
Each workgroup and each queue supports four different modes (On-Hours, Off-Hours,
Holiday, and Custom) that can be automatically driven by schedules.
For specific information about the supported capacity for workgroups on the ShoreTel
system, see Table 2-2 on page 42. For more information about configuring overflow and
interflow, please see the “Configuring Workgroups” chapter in the ShoreTel Administration
Guide.
2.7.6
Pickup Groups
Pickup Groups are a traditional PBX and key system feature used in group environments to
allow users in a pickup group to answer any ringing phone in that group. The feature
works best in places where a several people work together on a daily basis, such as design
firms. If a group member is away from her desk and across the room while her phone rings,
she can quickly answer the call from another IP phone by pressing the relevant soft key or
programmable button, or by using a simple (feature code) star command from an analog
phone.
Pickup groups can include the following types of extensions:
User extensions
Workgroup extensions
Bridged Call Appearance (BCA) extensions
Extension Assignment extensions
For more information on configuring Pickup Groups, please refer to the ShoreTel
Administration Guide.
2.7.7
Queue Monitor
The ShoreWare Queue Monitor is embedded in the Agent and Supervisor ShoreTel
Communicator client software. The Queue Monitor allows agents and supervisors to
monitor business-critical queue statistics and information in real time.
For agents belonging to multiple workgroups, the Queue Monitor displays queue
information for all workgroups of which the agent is a member.
2.7.8
Agent Monitor
The ShoreWare Agent Monitor provides workgroup supervisors with a real-time view on
call center activity. The Agent Monitor shows status information for agents in all the
workgroups of which the supervisor is a member, including the agent’s login state (logged
in, logged out, in wrap-up mode), current call activity, and current call duration.
2.7.9
Directory Viewer
Directory Viewer is a convenient phone book of system and personal contacts for anyone
who does not use Microsoft Outlook. Users can view contacts, change contact information,
and initiate calls from the viewer.
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2.7.10 History Viewer
Available through ShoreTel Communicator, the History Viewer displays a detailed log of
both incoming and outgoing calls. Users can search the history for phone numbers of past
callers. For each call, the History Viewer displays the source or destination number, the
start time, and duration.
2.7.11 Call Detail Record (CDR)
The ShoreTel system tracks all call activity on the system, across all locations, and
generates call detail records into a single database on the main ShoreWare server. The
system comes bundled with the reports that use information from the database, including
User Activity, Trunk Activity, Workgroup Agent Activity, Workgroup Queue Activity,
Workgroup Service Level Summary, Account Code Activity, and WAN Activity.
Web-based CDR reports offer the primary method of accessing and viewing CDR data in
the MySQL database. Reports can be run from ShoreWare Director, and after the reports
have been generated, they can be printed, exported, and navigated interactively. In
addition, by purchasing the proper keyed license, users can run a web-based CDR report
remotely from clients other than the headquarters machine.
The system also stores call information in a text file that can be used by third-party call
accounting packages. And for the benefit of legacy call accounting systems that cannot read
from a database or from a text file, the ShoreTel system supports the ability to send CDR
data out a serial port on the main ShoreWare server. If the serial port should become
unavailable, the CDR data will be queued in a buffer for 300 seconds to help prevent the
loss of data.
To make it easier for the ShoreTel system to integrate with various third-party SNMP
monitoring tools, the ShoreTel system formats CDR media stream statistics and stores the
data in a log file on the system. This helps users acquire a more accurate picture of the
traffic patterns in their network, and the information can be useful in performing load
analysis, identifying peak traffic times, and assisting the customer in setting up competitive
pricing strategies.
2.7.12 Desktop Call Control Service
The Desktop Call Control service application provides call status and call control to every
user on the system. This is provided through a Remote TAPI Service Provider (RTSP) that is
on every desktop using ShoreTel’s Communicator applications and other desktop TAPI
applications.
2.7.13 Unified Messaging Service
Unified Messaging, ShoreTel’s Outlook integration feature, provides an interface to the
messaging applications on the desktop computers. This feature provides access to voice
mail from Microsoft Outlook for each user, enabling users to manage their voice mail
messages in the same way that they currently manage their e-mail messages.
In addition, Unified Messaging enables access to the system directory and each user’s
personal options. Unified Messaging also allows users to take advantage of the calendarbased call handling feature, which lets employees customize how calls are routed when
they are not available.
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2.8
Planning and Installation Guide
Optional Applications
To augment the ShoreTel solution, ShoreTel offers conference bridge and contact center
applications as system options.
2.8.1
ShoreTel Converged Conference Solution
The ShoreTel Converged Conference Solution provides easy-to-use, cost-effective audioand-data conferencing. During a conference call, users can share PowerPoint, MSWord,
Excel, or text documents with other conference participants.
The ShoreTel Converged Conference Solution includes the ShoreGear Converged
Conference Bridge, ShoreTel Conference Manager, and ShoreTel Conference Director. The
ShoreGear Converged Conference Bridge is a 1U rack-mounted conference server
connected to your ShoreTel system via an Ethernet connection to your IP network. The
ShoreTel Conference Manager is an intuitive, browser-based interface for conference call
scheduling and call control. ShoreTel Conference Director is a browser-based management
interface for the administration and maintenance of the ShoreGear Converged Conference
Bridge.
2.8.1.1
ShoreGear Converged Conference Bridge
The ShoreGear Converged Conference Bridge is an embedded, preconfigured conference
appliance that interfaces to your ShoreTel system via your IP network. The conference
bridge supports 12, 24, 32, 48, or 96 ports.
2.8.1.2
ShoreTel Conference Manager
The ShoreTel Conference Manager enables conference call users to:
Establish reservationless conferences
Set up scheduled and recurring conference calls
Start a conference call “on the fly”
For more information on ShoreTel Conference Manager, see the ShoreTel Conference
Manager User Guide.
2.8.1.3
ShoreTel Conference Director
ShoreTel Conference Director provides an intuitive interface for operations, administration,
maintenance, server configuration, service/user provisioning, and monitoring/alarm
control.
Required authorization and authentication ensures that only valid users use the conference
bridge services. To meet the highest security requirements, the server utilizes SSL
encryption for secured messages and server side digital certificates.
2.8.2
ShoreTel Contact Center Solution
ShoreTel Contact Center Solution is a comprehensive routing and management system
designed to control and monitor the activities of your contact center. The ShoreTel Contact
Center Solution includes the ShoreTel Contact Center Server Software or ShoreTel
Enterprise Contact Center Server Software, ShoreWare Contact Center Director, ShoreWare
Agent Manager Software, and ShoreWare Agent Toolbar Software.
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The ShoreTel Contact Center Server Software, together with its Interactive Voice Response
package (IVR), provides the contact center administrator with sophisticated call routing
options. These options include routing incoming calls by customer ID (or ANI), routing
incoming calls by DNIS (the number dialed), routing incoming calls according to the agent
that best fits the skill required (skills-based routing), statistical routing to route the
incoming call by TSF (Target Service Factor), and more. In addition, the ShoreTel Contact
Center Server Software uses scripts to collect information from the organization’s database
and the callers, using many IVR actions, and routes the call according to that information.
Incoming calls are routed to agents according to:
The service required by the DNIS (number dialed)
The customer, if the customer is identified in the organization’s database
A call control script that directs calls as specified by the caller
Best skill fit of the agent
The longest waiting time
The ShoreWare Contact Center Director module enables authorized supervisors to define
the parameters of different system entities (for example, agents, agent groups, trunk
groups) and easily modify their profiles. There are several administration levels with
different access rights.
The ShoreWare Agent Manager monitors contact center activities and provides real-time
information, as well as generates reports summarizing the system performance over a given
time period. The ShoreWare Agent Manager also provides statistical analysis of the contact
center system behavior within a specified period.
The ShoreWare Agent Toolbar provides the agent with all the necessary information
regarding the type of an incoming call and caller, before the agent answers the call. Agents
can perform all telephony functions from their desktops with this Windows-based
application.
2.8.3
ShoreWare System Monitor
ShoreWare System Monitor is a Windows 2003/XP service that uses SNMP to monitor
statistics and utilization for each interface on each switch. If data-link errors or utilization
rates rise above a settable threshold, the generated web pages help determine the source of
the network problems.
ShoreWare System Monitor discloses network weaknesses that cause data and VoIP
stability issues, and by monitoring all network interfaces for utilization, packet loss, and
errors, it becomes easy to determine exactly where network faults exist.
ShoreWare System Monitor provides information about the specific error or issue that is
causing degradation to assist in troubleshooting and resolution, and it maintains a history
of utilization and errors on all interfaces to assist in troubleshooting VoIP and network
problems after they occur.
All network devices that support SNMP can be queried for link status and health
information
2.9
Desktop Applications
ShoreTel provides a suite of integrated desktop productivity applications targeted at the
needs of different users. The ShoreTel Communicator applications offer varying levels of
functionality suited to different role requirements.
Refer to the ShoreTel Communicator User’s Manual for more information.
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2.9.1
Planning and Installation Guide
Communicator for Web
Users can have remote access to their call handling options via a browser-based interface.
2.9.2
Extension Assignment
Extension Assignment allows users to maintain an on-system extension presence at an
external PSTN number. A mapping is created between a user's office phone extension and
his cell phone or PSTN phone number (at his home office), making it appear as though his
PSTN phone is part of the ShoreTel system. The feature allows the user to manage the call
via ShoreTel Communicator, so while the conversation occurs over the cell phone or home
phone, the call appears via ShoreTel Communicator and can be acted upon using many of
the features available via ShoreTel Communicator.
2.10 Voice Switches
The ShoreGear voice switches provide the physical connectivity to voice endpoints and
provide a highly reliable, highly scalable platform for the ShoreWare distributed call
control software. The call control software runs on top of VxWorks, a real-time embedded
operating system designed specifically for mission-critical applications. The voice switches
have FLASH memory that allows permanent storage of the call control software and
configuration information. Except for a highly reliable fan, the voice switches have no
moving parts (for example, no hard drive). Internal sensors automatically monitor the fan
as well as the temperature, and if any failure occurs the system can automatically notify the
system administrator, through e-mail if desired. The voice switches include the necessary
Digital Signal Processor (DSP) technology to enable toll-quality voice, with features such as
echo cancellation, voice compression, and silence suppression.
Each ShoreGear voice switch connects to the IP network using a 10/100M Ethernet
interface. If more sites or 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 growth limitations with line cards, shelves, cabinets, and
systems.
ShoreGear voice switches reboot in less than 60 seconds, providing fast fault recovery.
ShoreGear voice switches feature a backup operator in case the site operator is unreachable
due to network outages.
Refer to Appendix G, starting on page 303 for a complete description of all ShoreGear
Switches.
2.11 ShoreTel IP Phones and Devices
Both analog and IP telephones are available from ShoreTel. With ShoreTel IP phones, you
create an end-to-end IP network, or a single-wire-to-the-desktop solution. The ShoreTel IP
phone’s intuitive user interface gives the user a high comfort level when performing phone
operations.
For specific information about the supported capacity for IP and analog telephones on the
ShoreTel system, see Table 2-2 on page 42.
2.11.1 ShorePhone-AP100
The ShorePhone-AP100 telephone provides a cost-effective analog solution for business
desktops.
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Key features include:
Large display for caller name, number, and directory access
High-quality speaker telephone
Menu access to common features
2.11.2 ShorePhone-IP110
The ShorePhone-IP110 phone is a cost-effective phone designed for general use.
Key features include:
Single-line display for caller information
Six function keys (Conference, Hold, Intercom, Redial, Transfer, Voice Mail)
Ethernet Switch port for connecting a PC to the back of the phone
Support for basic media encryption for calls inside a ShoreTel network
Ability to load custom ring tones in .wav file format
2.11.3 ShorePhone-IP115
The ShorePhone-IP115 phone is a cost-effective phone that is based on the IP110 model,
but with the addition of an external microphone to support speakerphone functionality.
Key features include:
External microphone to support speakerphone
Single-line display for caller information
Six function keys (Conference, Hold, Intercom, Redial, Transfer, Voice Mail)
Ethernet Switch port for connecting a PC to the back of the phone
Support for basic media encryption for calls inside a ShoreTel network
Ability to load custom ring tones in .wav file format
2.11.4 ShorePhone-IP212k
The 212k IP phone is designed to function as a key phone and offers 12 custom buttons
that can be used for line appearance and other functions. The 212k is ideal for small offices
and branch offices that require key system functionality.
Key features include:
Scrolling text that allows for the display of more information.
Menu and Select buttons that provide services similar to soft keys and scroll bar,
and that assist in phone navigation and programming
Eight function keys (Voice Mail, Transfer, Options, Conference, Directory,
Intercom, Redial, Hold)
InstaDial™ functionality in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Automatic Off-Hook Preference that lets users select which audio path.
(speakerphone or headset) is auto-activated when calls are sent or received
Ethernet Switch port for connecting a PC to the back of the phone
A first (upper left-most) custom button that is reserved for line appearance only
and cannot be configured to perform other functions
Support for basic media encryption for calls inside a ShoreTel network.
Ability to load custom ring tones in .wav file format
Built-in handset lifting functionality to support certain Plantronics wireless headset
models
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2.11.5 ShorePhone-IP230
The ShoreTel IP230 Phone is a full-featured yet inexpensive IP phone that is similar to the
ShoreTel IP210 phone, but with the added functionality of programmable buttons.
Key features include:
The IP230 has 3 custom buttons that can be programmed for extension
monitoring, speed dial, and other functions. Note that the top-most button is reserved for line appearance. (Each “button” is an LED-enabled hard key and has an
associated 6 character label on the LCD.)
Eight function keys (Voice Mail, Transfer, Options, Conference, Directory,
Intercom, Redial, Hold)
InstaDial™ functionality in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Monochrome black and white display
Automatic Off-Hook Preference that lets users select which audio path
(speakerphone or headset) is auto-activated when calls are sent or received
Ethernet Switch port for connecting a PC to the back of the phone
Support for basic media encryption for calls inside a ShoreTel network
Support for two-line caller ID display feature, which displays the caller name and
number on two separate lines for in-coming calls and outbound calls
Ability to load custom ring tones in .wav file format
Built-in handset lifting functionality to support certain Plantronics wireless headset
models
2.11.6 ShorePhone-IP265
The new ShoreTel IP265 Phone is a full-featured yet inexpensive IP phone that is similar to
the ShoreTel IP230 phone but with an additional three programmable buttons (for a total of
six, as opposed to three on the IP230 model) and a color LCD display.
Key features include:
2.7-inch TFT-LCD Color display with backlighting
Ability to download and display a 24-bit .bmp “wallpaper” file
Six custom buttons that can be programmed for extension monitoring, speed dial,
and other functions. Note that the top-most button is reserved for line appearance.
(Each “button” is a tri-color LED-enabled hard key and has an associated 6character label on the LCD.)
Eight function keys (Voice Mail, Transfer, Options, Conference, Directory,
Intercom, Redial, Hold)
InstaDial™ functionality, in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Automatic Off-Hook Preference that lets users select which audio path (speaker,
headset, wireless headset) is auto-activated when calls are sent or received
Ethernet Switch port for connecting a PC to the back of the phone
Support for basic media encryption for calls inside a ShoreTel network
Support for two-line caller ID display feature, which displays the caller name and
number on two separate lines for in-coming calls and outbound calls
Ability to load custom ring tones in .wav file format
Built-in handset lifting functionality to support certain Plantronics wireless headset
models
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2.11.7 ShorePhone-IP560
The ShorePhone-IP560 is a high-end phone designed for executives, assistants, and
operators who handle high call volumes and share call flows with other users. Key features
include:
Caller ID display for up to six calls simultaneously
Backlit display
Monitoring support for up to five extensions
Eight function keys
Four soft keys
Ethernet Switch port for connecting a PC to the back of the phone
InstaDial™ functionality in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Automatic Off-Hook Preference that lets users select which audio path
(speakerphone or headset) is auto-activated when calls are sent or received
Support for basic media encryption for calls inside a ShoreTel network
Support for programmable buttons and extension monitoring
Support for two-line caller ID display feature, which displays the caller name and
number on two separate lines for in-coming calls and outbound calls
Ability to load custom ring tones in .wav file format
Built-in handset lifting functionality to support certain Plantronics wireless headset
models
2.11.8 ShorePhone-IP560g
The ShorePhone-IP560g is a high-end phone designed for executives, assistants, and
operators who handle high call volumes and share call flows with other users, yet require
the benefit of 1000BaseT operations.
Key features include:
Supports 10BaseT, 100BaseT, and 1000BaseT operations
Six custom buttons that can be used for line appearance and other functions
Eight function keys (Voice Mail, Transfer, Options, Conference, Directory,
Intercom, Redial, Hold)
Four soft keys
Gigabit Ethernet Switch port for connecting a PC to the back of the phone
Caller ID displayed for up to six calls simultaneously
Backlit display
Monitoring for up to five extensions
InstaDial™ functionality in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Automatic Off-Hook Preference that lets users select which audio path
(speakerphone or headset) is auto-activated when calls are sent or received
Support for basic media encryption for calls inside a ShoreTel network
Support for programmable buttons and extension monitoring
Support for two-line caller ID display feature, which displays the caller name and
number on two separate lines for in-coming calls and outbound calls
Ability to load custom ring tones in .wav file format
Built-in handset lifting functionality to support certain Plantronics wireless headset
models
Installation Notes:
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The ShoreTel IP560g telephone requires a gigabit-compatible Power over Ethernet
(POE) power supply that complies with IEEE802.af. The 560g phone is a Class 3
device with a maximum consumption of 8.2 watts. Please use 8.2 watts for capacity
planning with Gig POE switches on multiple deployments.
The 560g model requires more power than the other ShoreTel models, and thus the
560g phone is not compatible with the ShorePhone power adapter used with other
ShoreTel phone models.
The 560g model cannot be daisy-chained from the Button Box (BB24). The BB24
passthrough power is limited to Class 2 devices and the 560g is a Class 3 device.
This means the BB24 cannot forward adequate power to an IP 560g phone.
The ShoreTel IP560g telephone requires the use of Category 5e or Category 6
Ethernet cables. Using Category 5 Ethernet cables is not officially supported and
may lead to lower connection speed and/or performance issues during high-data
transfer scenarios.
2.11.9 ShorePhone-IP565g
The ShorePhone-IP565g is a high-end phone designed for executives, assistants, and
operators who handle high call volumes and share call flows with other users, yet require
the benefit of 1000BaseT operations, and who want the ability to use a Bluetooth wireless
headset.
Key features include:
3.5-inch TFT-LCD Color display with backlighting
Ability to download and display a 24-bit .bmp “wallpaper” file
Support for some Bluetooth wireless headset models
Supports 10BaseT, 100BaseT, and 1000BaseT operations
Six tri-color custom buttons that can be used for line appearance and other
functions
Eight function keys (Voice Mail, Transfer, Options, Conference, Directory,
Intercom, Redial, Hold)
Four soft keys
Gigabit Ethernet Switch port for connecting a PC to the back of the phone.
Caller ID displayed for up to six calls simultaneously
Monitoring for up to five extensions
InstaDial™ functionality in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Automatic Off-Hook Preference that lets users select which audio path (speaker,
headset, wireless headset, or Bluetooth) is auto-activated when calls are sent or
received
Support for basic media encryption for calls inside a ShoreTel network
Support for programmable buttons and extension monitoring
Support for two-line caller ID display feature, which displays the caller name and
number on two separate lines for in-coming calls and outbound calls
Ability to load custom ring tones in .wav file format
Built-in handset lifting functionality to support certain Plantronics wireless headset
models
Installation Notes:
The ShoreTel IP565g telephone requires a gigabit-compatible Power over Ethernet
(POE) power supply that complies with IEEE802.af. The 565g phone is a Class 3
ShoreTel 11.1
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device with a maximum consumption of 8.2 watts. Please use 8.2 watts for capacity
planning with Gig POE switches on multiple deployments.
The 565g model requires more power than the other ShoreTel models, and is thus
not compatible with the ShorePhone power adapter used with other ShoreTel
phone models.
The 565g model cannot be daisy-chained from the Button Box (BB24). The BB24
passthrough power is limited to Class 2 devices and the 565g is a Class 3 device.
This means the BB24 cannot forward adequate power to an IP 565g phone.
The ShoreTel IP565g telephone requires the use of Category 5e or Category 6
Ethernet cables. Using Category 5 Ethernet cables is not officially supported and
may lead to lower connection speed and/or performance issues during high-data
transfer scenarios.
2.11.10ShorePhone-IP655
ShoreTel IP Phone 655 is ShoreTel's flagship IP phone designed for executives, executive
assistants and for conference room use. The ShoreTel IP Phone 655 is a new phone that
offers the highest quality performance and enhanced IP telephony functionality.
ShoreTel IP Phone 655 provides a touch screen user interface that is very intuitive and
enhances user productivity. Advanced applications enaled by the large color touch screen
display include enhanced Directory and Call history applications with real-time telephony
presence information, an a new visual Voicemail with both playback and composition
capabilities. For more details about the ShoreTel IP Phone 655, see ShoreTel IP Phone 655
Installation and Users Guide.
Key features include:
5.7" inch 640 x 480 pixel color touch screen display with haptic feedback6
microphone beam-forming array for advanced speakerphone acoustics
Connectors for up to two remote microphones for better conference room coverage
10/100/1000 Ethernet
Five capacitive touch keys (mute, speakerphone, headset, redial, and volume
control)
2-port Ethernet Switch for connecting a PC to the network through the phone.
Customizable wallpapers and ring tones configured with Director
Twelve programmable virtual buttons that can be used for line appearance, speed
dial, extension monitoring, and other functions
Built-in electronic headset lifter functionality compatible with some models of
Plantronics wireless headsets.
Visual Voicemail with message review and composition capabilities
Call History with live telephony presence and call categorization
Directory with live telephony presence, first/last name sortability, and touch screen
virtual keyboard for improved filtering
Ability to handle up to sixteen simultaneous calls
Ability to monitor up to eleven other extensions
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InstaDial™ functionality in which calls are automatically transferred after digit
collection stops and a configurable timeout period has expired
Automatic Off-Hook with user selectable audio path (speaker, headset, or wireless
headset) when calls are dialed or answered
Support for media encryption for calls to other ShoreTel IP Phones and trunks
Support for caller ID display of name and number as well as Trunk Group and
Workgroup information for certain calls
Large, readable fonts
Installation Notes:
The ShoreTel IP655 telephone requires Power over Ethernet (POE) power supply
that complies with IEEE802.af. The 655 phone is a Class 3 device with a maximum
consumption of 8.2 watts. Please use 8.2 watts for capacity planning with Gig POE
switches on multiple deployments.
The 655 model requires more power than the other ShoreTel models, and is thus
not compatible with the ShorePhone power adapter used with other ShoreTel
phone models.
The ShoreTel IP655 telephone requires the use of Category 5e or Category 6 Ethernet
cables. Using Category 5 Ethernet cables is not officially supported and may lead to lower
connection speed and/or performance issues during high-data transfer scenarios.
2.11.11ShorePhone-BB24
The ShoreTel 24 IP Button Box provides additional shortcut functions for users of the
multiline phones. The BB24 behaves like an additional set of 24 custom buttons in
additional to the buttons that already exist on the multiline phones.
Key features include:
Twenty-four custom keys
Ability to assign up to 4 Button Boxes to a multiline phone
Support for Programmable Buttons feature
Ability for each user to define layouts for up to four BB24's thus allowing a
maximum of about 100 programmable buttons for most phones (exact number
varies depending on which phone the BB24 is connected)
Custom buttons in which each is an LED-enabled hard key and has an associated 6
character label on the LCD
Ethernet Switch port for connecting a PC to the back of the phone
Ability to forward power to one additional unpowered device to support a daisychain configuration
For detailed information on available options and how to use them, refer to the ShoreTel
Programmable Buttons User Guide.
For installation instructions, refer to the ShoreTel 24 IP Button Box Quick Install Guide.
2.12 System Capacity
The ShoreTel Release 11 system can scale incrementally up to 10,000 ports (users and/or
trunks) representing 500 ShoreGear voice switches over the entire system. The system is
completely nonblocking and can support 5,000 simultaneous calls at a rate of 50,000 calls
per hour (depending upon server configurations).
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Table 2-2 provides a summary of the ShoreTel system capacity
Component
Capacity
Notes
System
Sites
500
Exact number varies by configuration.
Switches
100/site
500/system
100/server
Exact number varies by configuration.
Route Points
300/server
This is per server
Analog Ports
5,000
Exact number varies by configuration.
IP Phones
10,000 (max) Exact number varies by configuration. See Server capacity table.
Simultaneous Calls
5,000
Busy Hour Call Completion 50,000
5,000 calling 5,000.
Depending upon server configurations
Users
Users
10,000
– Port Based Users
5,000
– IP Phone Users
10,000
– Virtual Users
1,000/server
User Groups
250
Telephony Permissions
100
Call Permissions
100
Voice Mail Permissions
100
Trunks
Trunks
5,000
Trunk Groups
250
Number of Trunks/TG
500
Servers
Number of servers
21
1 main, 20 distributed (for voice mail, auto-attendant, messaging,
directory, configuration services, and desktop call control). Each
server is certified to support up to 1,000 users.
Number of VMBs
100
Number of 3rd Party SIP
Servers
20
Media streams (G.711 per
server)
254
Media streams (G.729 per
server)
Media
streams
(G.729 per
server)
Media streams (total)
6,234
21 servers x 254 media streams per server. Workgroups can exisit
now in any DVS + 100 VMB x 9 streams per VMB.
Mailboxes (total)
10,000
These can be distributed across the servers.
Mailboxes (per server)
3,000
Simultaneous voice mail sessions, for example.
Voice Mail
Table 2-2
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Chapter 2: System Overview
Planning and Installation Guide
Component
Capacity
Notes
Storage
Unlimited
Restricted by the size of disk available (1 hour of voice mail per 30
MB of disk storage).
1,000
Every server has every menu.
Auto-Attendant
Menus (total)
Hunt Groups
Hunt groups per switch
8
Total hunt group members
per switch
16
Workgroups
Workgroups (total)
128
Members per workgroup
300
WG Agents (total per
system)
300
Top down, round robin, and longest idle hunt pattern.
WG Agents
16
Simultaneous ring.
Calls in Queue per Queue
254/server
Overflow is directed to the workgroup backup extension.
BHCC/system without
reports during business hrs
Large HW =
10K / Med
HW = 5K /
Small HW =
1K
See Server HW specs for size & traffic considerations
BHCC/system with reports
during business hrs
Large HW = See Server HW specs for size & traffic considerations
5K / Med
HW = 1K /
Small HW =
not supported
Max # of PCM's in WG
server
300
Paging Groups
Paging Groups (total)
300/system
Paging Group Members
300/system
Max # of simultaneous
pages
100/server
Account Code
Account Code (per system)
Account
Code (per
system)
Call Detail Record
Storage
1.5 GB
500,000 workgroup calls, OR
(MySQL has
a capacity of
64TB)
1.5 million extension-to-extension calls, OR
1.0 million combined call records
Implementing a database of this size typically requires 4.0 GB of
disk space, including 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).
ShoreTel Communicator
Table 2-2
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ShoreTel System Capacity
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Planning and Installation Guide
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Component
Capacity
ShoreTel Communicators
(total)
10,000
ShoreTel Communicators
(per server)
1,000
Personal
10,000
Professional
10,000
Workgroup Agent
300
Workgroup Supervisor
128
Workgroup Agent/server
300 per
server, 300
per system
Workgroup Supervisor/
server
128 per
server, 128
per system
Operator
200
ShoreTel Communicator for 1,000
Mobile
Notes
250 monitored extensions maximum.
Per system.
Music on Hold (MOH)
Music on Hold (MOH)
15
One switch can provide MOH for up to 15 switches per site.
Programmable Buttons
IP phone buttons configured 1024
for extension monitoring
(per switch)
Phones that can monitor an
extension
32
Voice Switch Capacity
Media streams/switch (No
encryption)
60
Media streams/switch
(encryption)
60
Media streams/switch
(SRTP)
40
Media streams/switch
(SRTP + authentication)
30
G711 Limits for VMB
9
G729 Limits for VMB
5
BAA Simultaneous # of
calls - Voice Switches
60
Simultaneous # of calls SIP
Ringing - Voice Switches G711
60
Simultaneous # of calls SIP
Ringing - Voice Switches G729
0
Table 2-2
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Planning and Installation Guide
The following tables contain information on how to select a server for your ShoreTel
implementation.
Server requirements are specified in 3 tiers: servers for small systems that support up to 500
users, servers for medium sized systems that support up to 2,500 users, and servers for
large systems that support up to 10,000 users. The following table describes the key
capacity limits for each of the new server tiers.
Maximum
number of
users per
System
Maximum
number of
users assigned Maximum
per Server
System BHCC1
Small
500
500
Medium
2,500
Large
10,000
Size
Table 2-3
Maximum BHCC
per server2
Reports run outside
business hours
Maximum BHCC
per server2
Reports run during
business hours
5,000
1,000
Not Recommended3
1,000
25,000
5,000
1,000
1,000
50,000
10,000
5,000
System and Service Capacities
NOTE: Busy Hour Call Completion (BHCC) includes all traffic that can occur in that
server - regular voice calls, workgroup calls, voicemail etc.
1BHCC
(Busy Hour Call Completion) per system is the total number of calls in the system
during the busy hour including internal and external calls and including calls terminated
to desk phones, softphones, trunks, or server applications such as voicemail.
2
BHCC per server is based on the number of calls actually handled by the server during
the business hour including workgroup calls in menus and queues, auto-attendant calls
and calls to the voicemail service.
3
The ShoreTel report generation tools that run on the server are configured by default to
run at a lower priority than other, more critical services. A light demand of report
generation should have little or no affect on a server with adequate minimum performance
specifications. If you are a heavy report user or experience any degradation of voicemail or
other server prompts on an underpowered server, you must move up to the next tier level
of servers.
To select a server for your new system deployment, first consult the sizing table and
determine the tier of the server needed using the system and per server specifications.
Then match that size (small, medium, or large) to the server requirements below.
Size
Processor
RAM
Network
Small
Intel Core 2 Duo E8400, Single Dual Core 3.00
GHz or Intel® Core™ i3-540 Processor (4M
Cache, 3.06 GHz)
4 GB
100 T-Base
Medium
Intel Xeon 5520 Single Quad Core 2.27 GHz
8 GB
100 Base-T or
Gigabit Ethernet
Large
Intel Xeon 5520 Dual Quad Core 2.27 GHz
8 GB
Gigabit Ethernet
Table 2-4
Server Specifications
NOTE: The new hardware specifications are to be used to size servers running ShoreTel's
Headquarters server software as well as ShoreTel's Distributed Voice Services software. For
exmaple, consider a 2 location system with 2,000 users and 20,000 BHCC. A Headquarters
server is located at the main site and a Distributed Voice Services server is located at the
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remote site. Each of the servers handle 2,000 BHCC. In this case, both servers should be
provisioned with hardware that meets the medium tier of hardware requirements because
the system capacity and both server capacities fall within this tier.
When deploying servers for medium or large systems, please note that you must select an
operating system with support for expanded memory by using the Enterprise Editions of
either Microsoft Windows 2003 or 2008 Server.
2.12.0.1 Busy Hour Call Completion (BHCC) and Busy Hour Call Attempts (BHCA)
Busy Hour Call Completion (BHCC) per system is the total number of calls in the system
during the busy hour, including internal and external calls and including calls terminated
to desk phones, softphones, trunks, or server applications such as voicemail. This includes
all traffic that can occur in the server - regular voice calls, workgroup calls, voicemail etc.
Busy Hour Call Attempts (BHCA) is the number of calls attempted at the busiest hour of
the day (peak hour). The higher the BHCA, the higher the stress on the network
processors. If a bottleneck in the network exists with a capacity lower than the estimated
BHCA, then congestion will occur resulting in many failed calls and customer
dissatisfaction.
BHCC Limits for Server Tiers
Server requirements are specified in 3 tiers: servers for small systems that support up to 500
users, servers for medium sized systems that support up to 2,500 users, and servers for
large systems that support up to 10,000 users.
Maximum
number of
users per
System
Maximum
number of
users assigned Maximum
System BHCC
per Server
Small
500
500
Medium
2,500
Large
10,000
Size
Maximum BHCC
per server
Reports run outside
business hours
Maximum BHCC
per server
Reports run during
business hours
5,000
1,000
Not Recommended3
1,000
25,000
5,000
1,000
1,000
50,000
10,000
5,000
BHCC per server is based on the number of calls actually handled by the server during the
business hour, including workgroup calls in menus and queues, auto-attendant calls and
calls to the voicemail service.
Call Load Capacity for Switches
A ShoreTel system supports a maximum of 100 Voicemail Model Switches. There are no
restrictions concerning the allocation of switches among the sites defined by the system.
For ShoreGear Voicemail Model Switches, call load capacity is:
• 5400 BHCC when supporting 90 MGCP IP Phones or 90 SIP Trunks
• 3600 BHCC when supporting 90 SIP IP Phones or 90 SIP Trunks
BHCA Call Volume
The system supports 5,000 BHCA.
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Chapter 2: System Overview
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2.12.1 Extension Monitoring Limitations
Note that there is a limit to the number of extensions that can be monitored, whether from
a ShorePhone-BB24 device or from a ShorePhone multiline phone. This limitation is
dependent on two factors:
Update rate (every call causes one or more monitoring phones to be updated)
Whether the monitoring phones are spread across one or more switches
ShoreTel switches support an update rate of 1 per second. This limit is independent of
whether the monitored extensions are on the same switch or a different switch. If the
monitored extensions are on a different switch, then IPDS is involved.
2.12.2 ShoreGear Voice Switch Feature Capacity
The ShoreGear voice switch is designed to handle the maximum load for the services it
provides. Some features place a higher real-time load on the ShoreGear voice switch
processor than others, and the use of these features must be carefully planned to take into
account the impact on the processing power of a switch to handle call control signaling
messages.
Table 2-5 offers some general guidelines for the number of extensions and group members
for several commonly used features. Keep in mind that in addition to observing these
limitations, you must stay below the real-time requirements of the switch itself.
Hunt Group
Bridged Call Appearance
Pickup Group IP Phones
Extension
8
24
16
120
Members / extensions
16
32 – phones on a switch
monitoring the same extension
24
N/A
Stack size/extensions
24
24
N/A
24
Total members on all extensions
16
N/A
80
N/A
Table 2-5
Feature Capacity
2.12.2.1 IP phones
Ringing a single user's IP phone is generates only one set of call control messages. However,
as the call rate increases, the load on the processor also increases. Note that the call rate is
the driving factor of load and not the length of a call. For instance, sixty calls placed over
one hour, with each call lasting one minute, is a much higher load on the processor than a
single call lasting one hour.
2.12.2.2 Hunt Groups
Hunt groups place a significantly heavier burden on the ShoreGear voice switch. For
example, if you have a hunt group with 16 members, a single call into the hunt group will
generate 16 simultaneous calls (assuming the feature is configured to simultaneously ring
each hunt group member).
To extend this example, assume that the call stack size for this hunt group is set to 16, and
16 calls arrived at the same time, this would be equivalent to 256 calls (16 x 16)
simultaneous calls. The number of hunt group members (as well as the call stack depth) is
a multiplying factor for the signaling load that would be generated – thus, you should
closely engineer hunt groups to ensure that the voice switch is not overburdened in order
to ensure optimal performance.
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You can have 8 hunt groups on a switch. Each hunt group can have up to 16 members and
each hunt group can have a call stack of 24. The maximum number of members across all
groups on the switch also has to remain below 16. For instance, you could have one hunt
group of 16 members or 2 hunt groups with 8 members each.
2.12.2.3 Bridged Call Appearances
With Bridged Call Appearances (BCA), additional processor load is related to the call
control signaling transmission to the buttons that have been programmed on the ShoreTel
IP phones. If a single BCA with a call stack of one is configured on a phone, this represents
one load. However, if that same BCA were to appear on 24 different phones, that would
represent 24 times more call signaling load than if the BCA were to appear on one phone.
The switch is capable of handling 24 BCAs, with a call stack depth of 24 and up to 32
phones monitoring a single BCA. If there are no hunt groups on the switch, it is possible for
the switch to support up to 160 buttons programmed to monitor BCAs.
2.12.2.4 Pickup Groups
Pickup Groups place an additional load on the processor related to tracking the extensions
in the group (although the actual real-time load is rather light and is not factored into the
real time equation).
The switch is capable of supporting 16 pickup groups with a maximum of 24 members in
the group. The total number of members in all groups on the switch must not exceed 80.
2.12.2.5 Real Time Capacity
In addition to the overall feature capacity limit, you should calculate the real-time load on
the switch using the formula below:
Thus, with the following configurations:
a hunt group with four members and a call stack of four
a second hunt group with eight members and a call stack of three
ten phones, each monitoring four BCA
You would have room to spare:
48
HG 1
+
HG 2
+
BCAs
=
Total
4x4
+
8x3
+
(10 x 4)/2
=
60
16
+
24
+
20
=
60
C
H A P T E R
3
Planning and System Design
This chapter guides you through the initial design of your new voice communications
system.
3.1
Checklist
The purpose of this chapter is to compile a high-level design of your system. The key
components of the high-level design are:
Task
Description
Determine System Topology
page 49
Determine Telephone Requirements
page 51
Determine Trunk Requirements
page 53
Determine Number of ShoreGear Voice Switches
page 53
Determine WAN Connections
page 54
Table 3-1
3.2
Planning and System Design Checklist
Recommendations
The following recommendations will assist you in designing your new voice
communications system.
Make sure you understand all the unique routing and hunting requirements of your
current system.
Be sure to account for all devices, including conference rooms, lobby phones, fax
machines, and modems.
Make sure you consider the changes to the call flow and overall system design that
may drive the need for additional trunks.
3.3
Determine System Topology
The ShoreTel system has a unique distributed call control software architecture that enables
you to deploy ShoreGear voice switches and IP phones anywhere across your IP network.
Even though multiple sites are supported, the ShoreTel system is a single system with an
extensive set of integrated applications and a single management image. The ShoreTel
system offers unmatched simplicity through this single image system, and delivers high
availability, with no single point of failure, through its distributed architecture.
The first step in designing your voice network is to determine your overall network
topology, which should provide the following information:
Sites and Users. Number of sites and number of users at each site.
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Headquarters and Distributed ShoreWare Servers. Number of servers required,
plus the name or IP address of all ShoreWare servers (main and distributed).
Teleworker Sites. Number of teleworker installations and the type of telephones
supported.
Telephone Requirements. Number of telephones at each site (by type).
Trunk Requirements. Number of trunks required for optimal performance.
ShoreGear Voice Switches. What models are needed and how many of each model.
WAN Connections. The number of WAN connections (per site) and complete
service-level information.
See Chapter 9, starting on page 107, for detailed information on planning your network for
the ShoreTel system.
3.3.1
Sites and Users
Your network topology diagram should provide an accurate inventory of the different
physical sites and the number of users at each site.
3.3.2
Headquarters and Distributed ShoreWare Servers
The Headquarters ShoreWare server hosts the voice applications platform and the
management web site, as well as the integrated voice applications. Typically, the
Headquarters ShoreWare server is located at the largest location, containing the majority of
users. Make special note of the main ShoreWare server on your topology diagram.
On your topology diagram, provide the following information about ShoreWare servers:
Total number of servers (i.e. sum of servers at all sites).
Number of servers at each site.
The name and IP address of every server.
The ShoreTel system also supports distributed voice application servers. Distributed servers
help accomplish the following:
Reduce bandwidth, because local users’ calls to voice mail are answered by the local
voice mail application and do not go across the WAN.
Increase system scale by extending the unified messaging and desktop call control
services to additional users of the applications.
Increase reliability by providing local support for some services and applications if
a site loses connectivity with the Headquarters server.
Even though there are multiple servers, the ShoreTel system provides a single image system
across your entire network. The system is currently certified to support up to 21 servers,
one at the headquarters site and up to 20 distributed servers. You should add a server at any
site that exceeds 100 users. You must deploy a server for every 1,000 users.
The distributed voice applications platform can also provide an open applications platform
for extending telephone services through TAPI-compliant third-party applications. A
dedicated distributed server is required to host the third-party applications. This server is
deployed like other distributed servers, except that it must not have voice mail users
assigned to it.
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The distributed voice application servers’ Remote TAPI Service Provider relies on the call
control information from the main server. To add reliability to your remote server, consider
using redundant network paths to the main server.
3.3.3
Citrix and Windows Terminal Server
Citrix and Windows Terminal Server (WTS) technologies enable processing for multiple
users to be aggregated on a single Windows computer. The single Windows computer is a
process- and disk-sharing server for multiple users who have lightweight or thin graphics
stations on their desktop. Citrix communicates between the server and clients using the
ICA protocol, whereas Windows Terminal Server uses the RDP protocol.
For more information on configuring ShoreTel Communicator clients on Citrix and WTS
servers, see Appendix E, starting on page 277.
3.3.4
Teleworker Sites
In addition to the main locations, you can also deploy ShorePhone IP phones at employees’
homes for the purpose of telecommuting. This allows teleworkers complete access to all
the voice services on the network. The number and location of each teleworker IP phone
should be noted on the topology diagram.
For information on configuring ShoreTel IP phones as teleworkers, see Chapter 16, starting
on page 225.
3.3.5
Telephone Requirements
The next task in the system design process is to determine your telephone requirements.
To determine your telephone requirements:
Step 1 Count the telephones that are needed by counting the users installed on your
current system. Make sure to include conference room telephones, lobby
telephones, and telephones shared by multiple users.
Step 2 Determine the number of button boxes (ShoreTel BB24 devices) that will be
needed for operators and receptionists. The maximum number is 4 BB24
devices per multiline phone.
Step 3 Determine the number of ports for fax machines and modems.
Step 4 If you are deploying IP phones, determine the number of telephones that will
be IP phones and the number that will be analog phones.
Certain users will require access to certain features, such as an operator
needing a phone with programmable buttons. Therefore, you should consider
which type of functions each user will need in order to select the most
appropriate phone for that user.
See Chapter 2, starting on page 23, for information on ShorePhone telephone
types.
Step 5 Consider your needs for additional telephone ports for third-party systems,
including conference bridges and overhead paging systems.
See Chapter 8, starting on page 101, for more information about selecting
telephones.
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Step 6 Determine the number of user licenses you need.
Each user on the system requires a user access license. The types of user
licenses are listed below:
Extension and mailbox: Purchase of this license entitles the user to be
assigned to both a physical extension and a ShoreTel voice mailbox.
Extension-only: Purchase of this license entitles the user to be assigned to a
physical extension, either via explicit assignment or via Extension
Assignment.
Mailbox-only: Purchase of this license allows entitles the user to be
assigned to a ShoreTel voice mailbox.
An Extension-only user license is required for each conference room telephone,
lobby telephone, fax machine, and modem user. Each port on a ShoreTel
Conference Bridge also requires a user license (included with the bridge),
however, a user access license is not required for trunks and anonymous
telephones.
For more information about user licenses, see Chapter 18, starting on page
239.
Step 7 Fill in the telephone section of the Telephone and Trunk Planning Spreadsheet
(Microsoft Excel Spreadsheet), shown in Figure 3-1.
The spreadsheet is available on the ShoreTel support web site for you to use in
determining your telephone and trunk requirements. You must have Microsoft
Excel to use this tool. If you are planning a multisite implementation, complete
a telephone and trunk analysis for each site.
Figure 3-1
52
Telephone and Trunk Planning Spreadsheet (Microsoft Excel)
Chapter 3: Planning and System Design
3.3.6
Planning and Installation Guide
Trunk Requirements
Trunks provide connectivity between users on the ShoreTel system and the public switched
telephone network (PSTN). In this next task in the system design process, you determine
the number of trunks required.
The number of trunks required on your system varies, depending on the number of users
and your specific application needs. It is important to size your trunking correctly because
not having enough trunks can lead to blocked calls when all trunks are busy, and too many
trunks can lead to wasted money on monthly access charges.
See Chapter 5, starting on page 67, for more information about trunk features, ordering,
and installation.
You have several options for determining the number of trunks your site requires:
Review the number of trunks on your current system. In general, this is one of the
best methods to gauge the number of trunks you need.
You can also request a traffic analysis from your service provider, interconnect, or
telecom manager to understand your current trunk utilization. This method will
help you understand your current usage and allow you to maintain the current
service level.
Visit a web site, such as www.erlang.com, to use a traffic calculator for determining
your trunk requirements.
Fill in the Trunks section of the spreadsheet shown in Figure 3-1 to determine the
number of trunks you need. The spreadsheet automatically calculates the trunking
ratio.
Consider Table 3-2 and the following:
Larger locations can typically use lower-density trunking (15%).
Smaller locations need higher-density trunking (50%).
Some applications, such as call centers, can demand higher-density trunking
(50%).
Trunk Density
Trunks/Users %
Low
15%
Average
30%
High
50%
Table 3-2
Trunk Density
When planning trunks, consider the call volume for your workgroups or ACD groups.
Since there is generally a queuing solution in place for ACD calls, the number of trunks
required should be based on the full utilization of the expected number of agents and
sufficient trunks for the expected number of waiting callers.
3.4
Determine Number of ShoreGear Voice Switches
The ShoreTel system is a software solution that runs on standard platforms across the
network equipment in your enterprise. The ShoreGear hardware portfolio offers a broad
family of voice switches to meet the needs of our different customers. Each ShoreGear
voice switch connects to your IP network using a 10/100M auto-sensing Ethernet port.
Refer to Appendix G, starting on page 303 for a description of all ShoreGear switches.
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To determine the number of voice switches:
Fill in the ShoreGear voice switches section in the Telephone and Trunk Planning
Spreadsheet (Figure 3-1) to calculate the number of voice switches required.
When you compute the user and trunk information in the spreadsheet, the number
of switches for each site is provided.
See Appendix A, starting on page 263, for more information about which voice switches
and features are supported in countries other than the United States.
3.4.1
WAN Connections
To complete your system design, the final step is to identify your network connectivity. You
should identify the following for the network connections to each site:
Bandwidth
Latency
Jitter
Packet Loss
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C
H A P T E R
4
Routing Calls
This chapter helps you identify the desired routing for inbound and outbound calls, so that
you can determine your requirements for configuration and trunking.
When installing a voice communications system, one of the most important decisions you
must make is how to route incoming calls. This includes calls made to your company, an
individual employee, or a group of employees, such as sales or customer support. It is
important to consider not only how calls are initially routed, but also how they are routed
when the person or group is not available to take the call. Will calls be transferred to the
Auto-Attendant, the operator, an off-site number, a pager, or a cell phone? The ShoreTel
system is highly flexible and supports numerous methods to route incoming calls.
Task
Description
Direct All Calls to an Auto-Attendant
page 56
Direct All Calls to a Live Operator
page 58
Direct All Calls to Extensions
page 60
Blended Call Routing
page 62
Analyze Outbound Call Routing
page 64
Table 4-1
Routing CallsChecklist
In addition, you must consider your outbound call routing plan. You should have trunks at
every site that supports both outbound and inbound calling.
This chapter helps you design the call flow of your new voice communications system. See
Chapter 3, starting on page 49, for information about other aspects of designing your new
voice communications system.
If you are installing a ShoreTel Contact Center Solution, call routing within the contact
center is configured separately and is not covered in this guide. For more information on
the ShoreTel Contact Center Solution, see the ShoreTel Contact Center Solution
Administration Guide.
4.1
Recommendations
Consider the following recommendations when designing your call flow plan:
Determine how calls should reach employees and workgroups. You need to identify
the desired call routing for inbound calls at each site.
Identify contingencies, such as alternate plans in the event that the receptionist has
an unplanned absence, or the physical phone fails. For example, creating hunt
groups can ensure an operator is available if the receptionist or workgroup is
unavailable.
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Consider the inter-site call flow, such as your operator’s or receptionist’s role in
handling inbound calls, and the role of others who are not physically present at the
main site.
Identify call flow early. Do not wait until the last minute, or try to identify the call
flow the day of cut-over.
Interview the key members of your organization (workgroups, operators,
assistants, and executives) to determine their individual preferences and needs, and
make sure they agree with any decisions that affect their respective areas.
Create an off-hours call routing plan.
4.2
Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed
through an extension, DID, and/or DNIS. Hunt groups are supported by ShoreGear
switches and remain available even when connectivity to the Headquarters server is lost. A
single switch can host up to 8 hunt groups and a maximum of 16 extensions total per
switch. A hunt group can be used as the backup destination for an operator or workgroup,
so that basic hunting occurs even when the operator or workgroup is not reachable. To
maximize reliability, assign hunt groups to a switch close to the majority of the members
and/or trunks associated with the hunt group.
Hunt groups can be used for:
Backup Routing for a workgroup
Hunt groups can be used when the workgroup server is not reachable because of a
network outage or admission control. When the hunt group is set to offer each
member a single call at a time, then call offering is similar to a workgroup.
Hunt Group as a Call Forward Destination
In a small office where individuals generally receive calls directly, users may want
someone in the office to answer calls when they are unable to answer. Hunt groups
can provide alternate destinations in this case.
Distribution of Calls to Backup Operators
A hunt group can provide backup operators for the primary operator who handles
calls to a main company number.
Common Line Monitoring
A hunt group can be used for line monitoring. For example, several operators may
wish to monitor the same line and all have an opportunity to answer calls at the
same time.
4.3
Direct All Calls to an Auto-Attendant
You can direct all inbound calls to the automated attendant, and prompt the calling party to
route the call, based on menu options. Auto-attendant answering is typically used by
smaller companies and smaller locations that do not choose to use direct inward dial (DID)
numbers. See Figure 4-1 for an illustration of auto-attendant call flow.
Organize the auto-attendant with options for various departments. In addition, include an
“out” for callers if they must speak to a live attendant or have a rotary telephone. This
destination must be one that will always be answered. In many cases, it is a receptionist’s
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extension that is staffed at all times, or a night chime that can be answered by any
employee. If you route calls to a receptionist’s position that is not always staffed or the
receptionist needs to be mobile, consider installing a cordless telephone for the receptionist
to wear while roaming around the office. If this is not an option, make sure the
receptionist’s call handling modes are set up appropriately.
4.3.1
Trunk Considerations
An auto-attendant menu can be reached through analog loop-start, digital loop-start, and
T1/E1 PRI trunks by pointing the trunk group at the desired menu. You can also reach a
specific menu using DID or DNIS entries received over analog wink-start, digital winkstart, or T1/E1 PRI trunks.
The ShoreTel system supports International Caller ID, Caller ID Name, Caller ID Number,
ANI, and DNIS. The Caller ID and trunk group or DNIS information is provided to the user
to assist in answering the call.
4.3.1.1
Call Routing and Collecting Caller ID Information
The switch delays each inbound loop-start call by 1.5 rings to collect caller ID information
before ringing the user’s telephone. This allows caller ID information to reach the user’s
client at the time the call rings the extension, rather than after it rings the extension.
Features available on trunks vary by trunk type. See Chapter 5, starting on page 67, for
more information.
4.3.2
After-Hours Call Routing
For after hours, weekends, and holidays, consider how your call flow will change.
Typically, a different prompt is played, since callers are routed directly to voice mail rather
than to workgroups or the operator.
4.3.3
Example of Auto-Attendant Call Routing
In the call flow example shown in Figure 4-1, all calls are received by the auto-attendant.
The calling party can choose to be directed to:
The support workgroup by dialing a digit.
Calls are presented to the support workgroup with a mailbox that provides
coverage. The calling party can dial “0” in the mailbox to reach the workgroup
assistant, or “9” to return to the auto-attendant.
An employee using Dial by Number or Dial by Name.
Calls are presented to the employee with a mailbox that provides coverage. The
calling party can dial “0” in the mailbox to reach the employee’s personal assistant,
or “9” to return to the auto-attendant.
The operator by dialing the digit 0.
Calls are presented to the operator. If the operator does not answer, a backup
operator provides coverage using the operator’s call handling modes. If the backup
operator does not answer, a mailbox provides coverage, and the calling party can
dial “0” in the mailbox to reach the operator’s personal assistant, or “9” to return to
the auto-attendant.
In this example, the workgroup, users, and operator route calls directly to voice mail after
hours.
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Figure 4-1
4.4
Chapter 4: Routing Calls
Auto-Attendant Call Routing
Direct All Calls to a Live Operator
Some companies choose to answer all inbound calls during business hours with a live
operator to give callers a more personal experience. If you use a live operator, the most
important thing to remember is that the operator’s telephone must always be staffed.
ShoreTel recommends the following:
Use the ShoreTel Communicator - Operator Access software, because the standard
telephone without ShoreTel Communicator manages only a single call at a time.
When a second call arrives, using the Flash button invokes call waiting, generating
a swap hold situation in which calls cannot be transferred. This problem is
eliminated when you use the ShoreTel Communicator - Operator Access software.
If the organization is a large one, consider using the ShorePhone-BB24 button box.
The button box provides additional shortcut functions for ShorePhone multiline
phones. The button box behaves like an additional set of 24 custom buttons that
can be used by the operator to quickly and easily route calls to executives and to
other employees who receive a high volume of phone calls. A maximum of 4 BB24
devices can be connected to each multiline phone.
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If the operator does not receive a lot of telephone calls and is required to roam
around the office to deliver mail, pick up faxes, make copies, and so on, a two-line
2.4 GHz cordless telephone can be used. The first line is reserved for incoming
calls, while the second line is the operator’s personal extension.
Create hunt groups to ensure someone is always available to take an incoming call.
You can choose to have calls initially routed to the operator and then forwarded to
the auto-attendant after a fixed number of rings.
Operators work in either of two modes:
Answer all calls and transfer them to the appropriate destination.
Answer all calls and hold them until the parties are found.
If your operator works in the second mode, you should consider installing an overhead
paging system or should consider using the Paging Groups feature (see the ShoreTel
Administration Guide for details on Paging Groups).
The ShoreTel system supports single-zone overhead paging on a per-site basis, using the
audio output jack on the switches supplied with the jack. When you need multiple-zone
paging, please use ShoreTel’s online knowledge base, to access the application note on
paging on ShoreTel’s web site at www.shoretel.com.
4.4.1
Trunk Considerations
The operator can be reached through analog loop-start, digital loop-start, and T1/E1 PRI
trunks by pointing the trunk group directly at the operator. You can also reach the operator
using DID or DNIS entries received over analog wink-start, digital wink-start, or T1/E1 PRI
trunks.
The ShoreTel system supports International Caller ID, Caller ID Name, Caller ID Number,
ANI, and DNIS. The Caller ID and trunk group or DNIS information is provided to the user
to assist in answering the call.
Features available on trunks vary by trunk type. See Chapter 5, starting on page 67, for
more information.
4.4.2
After-Hours Call Routing
If you route all calls to the operator’s extension, auto-attendant scheduling does not apply;
only those calls routed to the auto-attendant use the schedule. Therefore, if you want to use
the off-hours, holiday, and custom schedules, set the operator’s call handling mode to
forward all calls to the auto-attendant when the operator is unavailable.
4.4.3
Example Using Hunt Groups
To route calls to a prioritized list of backup operators, create hunt groups with users who
can serve as backup operators. In this scenario, a primary operator who handles calls to a
main company number requires one or more secondary operators to receive the calls when
the primary operator becomes too busy.
To create a hunt group to back up the primary operator:
Create a hunt group with backup operators.
Enter the main operator and all the backups as members of the hunt group in the
order in which they are to serve as backups.
Set the hunt group for multiple calls to be hunted to a given member.
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Set the call stack size for each of the users to control the number of calls he or she
can receive.
When there are incoming calls to the hunt group, the primary operator is offered the calls
first. The operator may be offered multiple calls concurrently up to the limit of his or her
call stack. If a member’s call stack is full, the member is skipped and that particular call is
not be offered again (unless the hunt group is set to hunt forever and no member picks up
the call before the member is reached again in the hunt list).
If a member of the operator group does not answer the hunt call, the call is offered to the
next member after the number of configured rings. Thus, even if the primary operator has
room on his or her call stack, the call is offered to the next member in the list when the
operator does not answer the call in time.
For more information on Hunt Groups, see Section 12.10 on page 171.
4.4.4
Example of Operator Call Routing
In the example call flow shown in Figure 4-2, all calls are received by the operator, who
then transfers the calls to the appropriate destination.
Calls are transferred to the support workgroup with a mailbox that provides
coverage.
The calling party can dial “0” in the mailbox to reach the workgroup assistant, or
“9” to return to the auto-attendant.
Calls are transferred to the employees with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
If the operator does not answer, a backup operator provides coverage, using the
operator’s call handling modes.
If the backup operator does not answer, a mailbox provides coverage and the
calling party can dial “0” in the mailbox to reach the operator’s personal assistant,
or “9” to return to the auto-attendant.
In this example, after-hours call routing is handled by an auto-attendant in a very similar
fashion to the previous example (Figure 4-1). To start after-hours call handling, the
operator changes his or her call handling mode. This can be done automatically using
Microsoft Outlook Calendar in conjunction with Automated Call Handling (although it
does require the operator’s personal computer to remain connected with Microsoft Outlook
running on it).
4.5
Direct All Calls to Extensions
ShoreTel recommends using Direct Inward Dial (DID) trunks so that callers can dial
extensions directly without having to go through the operator. This provides the most
efficient, professional call handling experience to your customers.
In the event that an individual is not available, preconfigured call handling modes route
callers. This routing might include a cellular telephone, a pager, an alternate extension, or a
personal assistant. Additionally, consider using the voice mail notification capabilities of
the ShoreTel system when employees are not able to answer the telephone but need to stay
in touch.
Even if you choose to direct all calls to extensions, you should still configure the autoattendant for Dial by Number, Dial by Name, and zero out to an operator.
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Chapter 4: Routing Calls
Figure 4-2
4.5.1
Planning and Installation Guide
Operator Call Routing
Trunk Considerations
When using Direct Inward Dial, you must use analog wink-start, digital wink-start, SIP or
T1/E1 PRI trunks. The ShoreTel system can receive Automatic Number Identification
(ANI) over analog and digital wink-start trunks as well as Caller ID Number over T1/E1
PRI.
Features available on trunks vary by trunk type. See Chapter 5, starting on page 67, for
more information.
4.5.2
After-Hours Call Routing
By routing all calls to the individual extensions, each individual user and workgroup
defines its after-hours call handling.
4.5.3
Example of Direct Inward Dial Call Routing
In the illustration shown in Figure 4-3, all calls are received by workgroups or by
individuals.
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Calls are routed directly to the support workgroup with a mailbox that provides
coverage.
The calling party can dial “0” in the mailbox to reach the workgroup assistant or
“9” to return to the auto-attendant.
Calls are routed directly to the employees with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
An operator provides limited call handling functions from individual mailboxes or
the automated attendant.
In this example, after-hours call routing is received by the workgroups and individual
employees.
Figure 4-3
4.6
Direct Inward Dial Call Routing
Blended Call Routing
Communication systems typically use a mix of automated, live, and DID call routing to
maximize user satisfaction as well as efficiency and flexibility. This usually includes taking
a published main telephone number and routing it to the auto-attendant, as well as
installing DID lines that route calls directly to different workgroups and individual
employees.
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Chapter 4: Routing Calls
4.6.1
Planning and Installation Guide
Trunk Considerations
An auto-attendant menu can be reached through analog loop-start, digital loop-start, SIP,
and T1/E1 PRI trunks by pointing the trunk group at the desired menu. You can also reach
a specific menu using DID or DNIS entries received over analog wink-start, digital winkstart, or T1/E1 PRI trunks.
The operator can be reached through analog loop-start, digital loop-start, and T1/E1 PRI
trunks by pointing the trunk group directly at the operator. You can also reach the operator
using DID or DNIS entries received over analog wink-start, digital wink-start, or T1/E1 PRI
trunks.
The ShoreTel system supports International Caller ID, Caller ID Name, Caller ID Number,
ANI, and DNIS. The Caller ID and trunk group or DNIS information will be provided to the
user to assist in answering the call.
When using Direct Inward Dial, you must use analog wink-start, digital-wink start, or T1/
E1 PRI trunks. The ShoreTel system can receive Automatic Number Identification (ANI)
over analog and digital wink-start trunks as well as Caller ID Number over T1/E1 PRI.
Features available on trunks vary by trunk type. See Chapter 5, starting on page 67, for
more information.
4.6.2
After-Hours Call Routing
For after hours, weekends, and holidays, you should consider how your call flow will
change. Typically, a different prompt should be played, since callers are routed directly to
voice mail rather than to workgroups or the operator.
If you route all calls to the operator’s extension, auto-attendant scheduling does not apply;
only those calls routed to the auto-attendant use the schedule. Therefore, when you want
to use the off-hours, holiday, and custom schedules, set the operator’s call handling mode
to forward all calls to the auto-attendant when unavailable.
By routing all calls to the individual extensions, each individual user and workgroup
defines its after-hours call handling.
4.6.3
Example of Blended Call Routing
In the example shown in Figure 4-4, a mix of inbound call routing is used.
Calls are routed directly to the support workgroup using DID and DNIS entries and
routed through the auto-attendant with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach the workgroup assistant, or
“9” to return to the auto-attendant.
Calls are routed directly to the employees using DID and routed through the autoattendant using Dial by Number and Dial by Name with a mailbox that provides
coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
An operator provides limited call handling functions from individual mailboxes or
the auto-attendant.
In this example, after-hours call routing changes at the auto-attendant and for each of the
workgroups, employees, and the operator, because each workgroup defines its own afterhours call routing.
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Figure 4-4
4.7
Chapter 4: Routing Calls
Blended Call Routing
Analyze Outbound Call Routing
In general, you should have trunks at every site that support both outbound and inbound
calling. Here are some general comments about outbound trunking:
ISDN PRI provides the most feature-rich inbound and outbound calling
experience.
This includes the support for Caller ID, DID, and DNIS. Caller ID Number is
supported for both inbound and outbound calls. Caller ID Name is supported only
on inbound NI-2 trunks (with the exception of outbound calls to off-system
extensions).
SIP trunks can be used to place outbound calls.
Analog wink-start trunks do not support outbound calls.
You may want to purchase some analog loop-start trunks for emergency dial tone in
case of total power failure. For more information, see Section 5.3.1 on page 68.
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Calls can be automatically routed across your wide area network (WAN) using the
Network Call Routing feature. (This allows users to access local and “nearby” area
codes at one site from another site.)
You need to plan for emergency calls (such as 911 in the United States) on your
voice system.
The ShoreTel system supports all the necessary signaling for emergency calls.
Please see the appendix on emergency 911 operations in the ShoreTel
Administration Guide for information on how to configure your system for
emergency calls.
If your system uses three-digit extensions, ShoreTel recommends that you do not assign
x11 extensions to users.
For more information, see Chapter 5, starting on page 67, and Chapter 6, starting on page
81.
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C
H A P T E R
5
Trunk Planning and Ordering
This chapter explains the features and functionality of trunks on the ShoreTel system, so
you can plan and order your service. It includes the following information:
An overview of the trunk types supported on the ShoreTel system
A description of each trunk feature
Traffic calculations
Trunk ordering and order form
5.1
Checklist
You must complete the following tasks before proceeding to the next chapter:
Task
Description
Reviewing and Selecting Trunk Types
page 67
Understanding Trunk Features
page 72
Performing Traffic Calculations
page 76
Ordering Telephone Service
page 76
Table 5-1
5.2
Trunk Planning and Ordering Checklist
Recommendations
The following recommendations assist you in determining your trunk requirements and
ordering your trunks from your service provider:
Make sure you order telephone service early. T1 and PRI service can take up to one
or two months to install.
If you are reusing Centrex lines, be sure to change your old service and remove call
waiting, call forwarding, and voice mail.
When provisioning PRI service, be sure to confirm the protocol being used (NI-2,
4ESS, 5ESS, or DMS-100). Make sure that neither NFAS nor the Call-by-Call
feature of the 4ESS is being used, since they are not supported on the ShoreTel
system.
5.3
Reviewing and Selecting Trunk Types
Trunks provide a connection from the ShoreTel system to a service provider for the purpose
of making and taking calls to and from external parties.
Table 5-2 shows which trunk types are supported on individual ShoreGear switches. The
next section provides more detailed information about the various trunk features.
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Voice Switch
Analog
LoopStart
(N.Am.)
ShoreGear 90
Yes
Yes
No
Yes
No
No
No
Yes
No
ShoreGear 90BRI
No
No
No
No
No
No
No
Yes
Yes
ShoreGear 50
Yes
Yes
No
Yes
No
No
No
Yes
No
ShoreGear 30
Yes
Yes
No
Yes
No
No
No
Yes
No
ShoreGear 220E1
No
No
No
No
No
No
Yes
Yes
No
ShoreGear 220T1
No
No
Yes
No
Yes
Yes
No
Yes
No
ShoreGear 220T1A
Yes
No
Yes
No
Yes
Yes
No
Yes
No
ShoreGear T1k
No
No
Yes
No
Yes
Yes
No
No
No
ShoreGear 120
Yes
No
No
Yes
No
No
No
Yes
No
ShoreGear 60
Yes
No
No
Yes
No
No
No
Yes
No
ShoreGear 40
Yes
No
No
Yes
No
No
No
Yes
No
ShoreGear E1
No
No
No
No
No
No
Yes
No
No
ShoreGear T1
No
No
Yes
No
Yes
Yes
No
No
No
Table 5-2
5.3.1
Chapter 5: Trunk Planning and Ordering
Analog
LoopDigital
Start
Loop(EMEA) Start
Analog
WinkStart
Digital
WinkStart
T1
PRI
E1
PRI
SIP
BRI
Supported Trunk Types
Analog Loop-Start Trunks (North America)
Analog loop-start trunks are typically used for inbound calls to a main telephone number
that are directed to an auto-attendant menu, company operator, or workgroup. A caller can
route a call from the auto-attendant to a user extension by entering the extension number
or by spelling the user’s name from the telephone keypad. Analog loop-start trunks are also
used to make outbound calls.
Analog loop-start trunks support:
Inbound calls
Outbound calls
Caller ID number
Caller ID name
Caller ID blocking
Analog provisioning is provided by the loop-start protocol and Dual-Tone Multi-Frequency
(DTMF) signaling.
Analog loop-start trunks are used to provide power-fail transfer to selected telephones—for
instance, to the operator, security station, executives, and so on. When there is a complete
power failure, including loss of UPS power backup, power-fail transfer connects a specified
trunk port to a specified extension port. This power-fail transfer ability provides a dial tone
for making and taking critical calls in the event of power failure. Refer to Appendix G,
starting on page 303, for the power-fail transfer port on each ShoreGear switch that
supports this feature.
Centrex lines are analog lines that can be used as analog loop-start trunks. Your
organization may already have these installed, and want to use them instead of ordering
new loop-start trunks. If you have Centrex lines and do not want to change your primary
company telephone number, you can keep Centrex lines. Centrex lines support Caller ID.
Be sure to remove the Centrex features, including call waiting, call forward, and voice mail.
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EMEA analog loop start trunk support, based on the TBR 21 standard, is supported on all
1U Half Width ShoreWare voice switches. BT type 1 (on hook) caller ID support is based
on SIN 227 and SIN 242 standards in the UK.
5.3.2
Analog Loop-Start Trunks (EMEA)
Analog Loop-Start trunks are supported in Europe, the Middle East, and Africa, and are
based on the TBR 21 standard.
Analog Loop-Start Trunks (EMEA) are typically used for inbound calls to a main telephone
number that are directed to an auto-attendant menu, company operator, or workgroup. A
caller can route a call from the auto-attendant to a user extension by entering the extension
number or by spelling the user’s name from the telephone keypad. Analog loop-start trunks
are also used to make outbound calls.
Analog loop-start trunks (EMEA) support:
Inbound calls
Outbound calls
BT type 1 (on hook) caller ID support is based on SIN 227 and SIN 242 standards
in the UK.
Analog provisioning is provided by the loop-start protocol and Dual-Tone Multi-Frequency
(DTMF) signaling.
Analog loop-start trunks are used to provide power-fail transfer to selected telephones—for
instance, to the operator, security station, executives, and so on. When there is a complete
power failure, including loss of UPS power backup, the ShoreGear switches provides
power-fail transfer. Refer to Appendix G, starting on page 303, for the power-fail transfer
port on each ShoreGear switch that supports this feature. This power-fail transfer ability
provides a dial tone for making and taking critical calls in the event of power failure.
Centrex lines are analog lines that can be used as analog loop-start trunks on the ShoreGear
switches. Your organization may already have these installed, and want to use them instead
of ordering new loop-start trunks. If you have Centrex lines and do not want to change
your primary company telephone number, you can keep Centrex lines. Centrex lines
support Caller ID. Be sure to remove the Centrex features, including call waiting, call
forward, and voice mail.
5.3.3
Digital Loop-Start Trunks
Digital loop-start trunks are typically used for inbound calls to the main telephone number
that are directed to an auto-attendant menu, company operator, or workgroup. A caller can
route a call from the auto-attendant to a user extension by entering the extension number
or by spelling the user’s name from the telephone keypad. Digital loop-start trunks are also
used to make outbound calls.
Digital loop-start trunks support:
Inbound calls
Outbound calls
Caller ID number
Caller ID name
Caller ID blocking
Digital provisioning is provided by the loop-start protocol and Dual-Tone Multi-Frequency
(DTMF) signaling. ShoreGear switches support
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ESF or D4 framing formats
B8ZS or AMI line coding.
5.3.4
Analog Wink-Start Trunks (Analog DID)
Analog wink-start trunks allow external callers to dial a user’s phone number directly,
without having to use an auto-attendant or operator. Analog wink-start trunks support
only inbound calls; they are not capable of handling outbound calls.
Analog wink-start trunks support:
Inbound calls (outbound calls are not supported)
ANI
DID
DNIS
Analog provisioning is provided by the wink-start protocol and Dual-Tone MultiFrequency (DTMF) signaling.
If ANI is being used, the star (*) key must be used to delimit the ANI digits from the DID/
DNIS digits—that is:
<DID>
<DNIS>
*<ANI>*<DID/DNIS>*
5.3.5
Digital Wink-Start Trunks
Digital wink-start trunks allow external callers to dial a user’s phone number directly,
without having to use an auto-attendant or operator. Digital wink-start trunks support both
inbound and outbound calls.
Digital wink-start trunks support:
Inbound calls
Outbound calls
ANI
DID
DNIS
Digital provisioning is provided by the wink-start protocol (often called E&M wink-start)
and Dual-Tone Multi-Frequency (DTMF) signaling. ShoreGear switches support
ESF or D4 framing formats
B8ZS or AMI line coding.
If ANI is being used, the star (*) key must be used to delimit the ANI digits from the DID/
DNIS digits—that is:
<DID>
<DNIS>
*<ANI>*<DID/DNIS>*
5.3.6
BRI Trunks
BRI trunks are flexible trunks that support both inbound and outbound calls.
PRI trunks support:
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Inbound calls
Outbound calls
DID
DNIS
Caller ID number
Caller ID name is supported for NI-2 configured trunks
QSIG – Calling name is supported if the standard is similar to NI2
Inbound calling name is fully supported, but outbound calling name is only
supported for Off-System Extension calls
Digital provisioning is provided by the PRI protocol and D-channel signaling. ShoreGear
switches support
DMS-100, 4ESS, 5ESS, and NI-2 signaling types
ESF or D4 framing formats
B8ZS or AMI line coding.
The NFAS and Call-by-Call features are not supported.
5.3.7
T1 PRI Trunks
T1 PRI trunks are flexible trunks that support both inbound and outbound calls.
PRI trunks support:
Inbound calls
Outbound calls
DID
DNIS
Caller ID number
Caller ID name is supported for NI-2 configured trunks
QSIG – Calling name is supported if the standard is similar to NI2
Inbound calling name is fully supported, but outbound calling name is only
supported for Off-System Extension calls
Digital provisioning is provided by the PRI protocol and D-channel signaling. ShoreGear
switch supports
DMS-100, 4ESS, 5ESS, and NI-2 signaling types
ESF or D4 framing formats
B8ZS or AMI line coding.
The NFAS and Call-by-Call features are not supported.
5.3.8
E1 PRI Trunks
E1 PRI trunks are flexible trunks that support both inbound and outbound calls for
international locations.
E1 PRI trunks support:
Inbound calls
Outbound calls
DID
DNIS
Caller ID number
Caller ID name is supported for NI-2 configured trunks
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QSIG – Calling name is supported if the standard is similar to NI2
Inbound calling name is fully supported, but outbound calling name is only
supported for Off-System Extension calls
The ShoreGear switches support PRI signaling using Euro-ISDN as well as other
international protocols. See Appendix A, starting on page 263.
5.3.9
SIP Trunks
SIP trunks are flexible trunks that support both inbound and outbound calls. SIP trunks are
logical trunk end points that only handle SIP call control. Media flows directly between the
call initiator and the call terminator.
SIP trunks support:
Inbound calls
Outbound calls
Extension, Tandem, and default destinations for inbound calls
Caller ID name
Caller ID number
DID
DNIS
By default, the “Enable SIP Info for G711 DTMF signaling” check box is off. This check
box must be enabled for ShoreTel-to-ShoreTel SIP tie trunks or for SIP devices that do not
support RFC 2833 for G711.
5.4
Understanding Trunk Features
The ShoreTel system supports several different trunk types and trunk features. It is very
important to understand the features available on these trunks, since some services are
mutually exclusive. Table 5-3 shows each trunk type and the associated features
Analog
LoopStart
N.Am.
Feature
Analog
Loop- Digital
LoopStart
EMEA Start
Analog Digital
Wink- Wink- T1
PRI
Start
Start
E1
PRI
SIP
BRI
Inbound:
• Caller ID Number
Yes
No
Yes
Yesa
Yesa
Yes
Yes
Yes
Yes
Yes
Yes
Yes
• Caller ID Name
Yes
No
Yes
No
No
Yesb
• Direct Inward Dial (DID)
No
No
No
Yes
Yes
Yes
Yes
Yes
Yes
• Dialed Number
Identification Service (DNIS)
No
No
No
Yes
Yes
Yes
Yes
Yes
Yes
• Caller ID Blocked
Yes
(CO)
Yes
(CO)
Yes
(CO)
N/A
Yes
(CO)
Yes
Yes
Yes
Yes
• Caller ID Unblocked
Yes
(CO)
Yes
(CO)
Yes
(CO)
N/A
Yes
(CO)
Yes
Yes
Yes
Yes
• Caller ID Blocking Override
(*67, *82)
Yesc
No
Yesc
N/A
No
Yes
No
No
No
Outbound:
Table 5-3
Trunk Features
a. Via Automatic Number Identification (ANI).
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b. Caller ID Name is supported for NI-2 configured trunks.
c. *67 and *82 codes do not work if the CO requires a pause between the code and the
dialed number.
Legend to Table 5-3
Yes—Feature is supported.
No—Feature is not supported.
Yes (CO)—Feature is provided by the central office (CO) or legacy PBX.
N/A—Outbound calls are not supported on analog wink-start trunks.
5.4.1
Caller ID Number
Caller ID Number delivers to the ShoreTel system the number of the calling party, which is
displayed in the ShoreTel Communicator as well as on Caller ID–compatible telephones.
The delivery of the caller ID number can be blocked by the calling party. The caller ID
number is delivered unless the calling party has blocked the call (in which case the call is
marked as “Blocked”), or the service provider does not have the information (in which case
the call is marked as “Unavailable”).
Caller ID Number has the following limitations:
The calling party may block his or her caller ID number.
The calling party may be calling from a business and the calling number may be
incorrect.
The calling party may be calling from someone else’s number.
Caller ID Number is available on analog loop-start, digital loop-start, SIP, T1 PRI, and E1
PRI trunks.
Two different Caller ID Number formats are used to deliver caller information via loop-start
trunks: Single Data Message Format (SDMF) and Multiple Data Message Format (MDMF).
SDMF provides the calling number, while MDMF provides any combination of calling
name and number. The ShoreGear voice switches support both SMDF and MDMF
dynamically, without the need for configuration. When PRI is used, the caller ID number is
delivered as a D-Channel message.
ShoreTel supports International Caller ID, ensuring that when a switch is configured for a
certain site (e.g. Spain), the International ID information is automatically filled in as
appropriate for that country. The feature is transparent from the user's standpoint, and no
configuration is necessary.
5.4.2
Caller ID Name
Caller ID Name delivers the name of the calling party to the ShoreTel system. The name is
displayed in the ShoreTel Communicator as well as on any telephones that support caller
ID Name.
By default, the caller ID name is delivered unless the calling party has blocked the transfer
of this information (in which case the call is marked as “Blocked”). If the service provider
does not have the information, the call is marked as “Unavailable.”
Caller ID Name is available on analog loop-start and digital loop-start trunks, as well as SIP,
T1 PRI, and E1 PRI trunks and is only supported on IP phone and analog phones in North
America. This feature is not supported on analog phones in other countries.
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When using NI-2 signaling on PRI trunks—for example in a tie-trunk scenario—Caller-ID
Name is now also captured when available on all inbound calls. For outbound calls, CallerID Name is delivered for calls that are made to off-system extensions, but not for outbound
calls.
5.4.3
Automatic Number Identification (ANI)
Automatic Number Identification (ANI) delivers the number of the calling party to the
ShoreTel system. Although similar to Caller ID Number, ANI is tariffed differently and is
not subject to the same blocking restrictions as Caller ID Number. For instance, when you
purchase ANI services from your service provider, you are always delivered the calling
number for 800-number calls (calls that you are paying for). This may vary from region to
region.
ANI is available on analog wink-start and digital wink-start trunks.
When ANI is being used, the star key (*) must be used to delimit the ANI digits from the
DID/DNIS digits—that is, *<ANI>*<DID/DNIS>*.
5.4.4
Direct Inward Dial (DID)
Direct Inward Dial (DID) allows extensions (users, menus, workgroups, route points, etc.)
on the system to be accessed directly, without the need of an auto-attendant or operator.
This is particularly useful when users on the system want their own telephone number.
DID is available on analog wink-start, digital wink-start, PRI and SIP trunks.
DID numbers are ordered in blocks of 20 or more 10-digit telephone numbers. These
numbers are assigned to a customer and are routed to a wink-start, PRI or SIP trunk
connected to a voice switch. When a call is made, the service provider sends a predefined
set of digits (from 3 to 10 digits) via the wink-start, PRI, or SIP trunk. The voice switches
capture the digits and route the calling party to the called party.
If ANI is not being used on wink-start trunks, only the DNIS digits need to be delivered. If
ANI is being used, the star (*) key must be used to delimit the ANI digits from the DID/
DNIS digits—that is:
<DID>
<DNIS>
*<ANI>*<DID/DNIS>*
5.4.5
Dialed Number Identification Service (DNIS)
Dialed Number Identification Service (DNIS) allows extensions (users, menus,
workgroups, route points, etc.) on the system to be accessed directly, without the need of
an auto-attendant or operator. This is particularly useful for workgroup and other call
center applications. The DNIS information is delivered to the ShoreTel Communicator Personal Access and stored in the call detail record.
DNIS is available on analog wink-start, digital wink-start, PRI and SIP trunks.
DNIS numbers are ordered individually and map to a dialed number. When a calling party
dials a specific telephone number, the service provider routes the call to a wink-start or PRI
trunk connected to a voice switch. The service provider sends a predefined set of digits
(from 3 to 10 digits)—the DNIS digits—using DTMF signaling (or a D-Channel message or
SIP message). The voice switches capture the digits and route the calling party to the called
party.
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If ANI is not being used on wink-start trunks, only the DNIS digits need to be delivered. If
ANI is being used, the star (*) key must be used to delimit the ANI digits from the DID/
DNIS digits—that is:
<DID>
<DNIS>
*<ANI>*<DID/DNIS>*
5.4.6
Outbound Caller ID
ShoreTel sends the user’s DID number as the caller ID number for outbound calls over PRI
or SIP trunks. If the DID number is unavailable, the site Caller Emergency Service ID
(CESID) is used. If that number is unavailable, no caller ID is sent.
Additionally, the outbound caller ID can be configured on a per-user basis such that the
configured value can take precedence over the user's DID number or the site CESID. Note
that this feature is only available on outbound calls using a T1 PRI trunk.
To send a single main number rather than individual user DID numbers, assign
DNIS entries instead of DID numbers to each user. The Site Contact Number will
be sent on outbound calls.
To block all outbound caller ID numbers from being sent, you can configure the
PRI trunk group to always block the caller ID number.
On wink-start and loop-start trunks, the outbound caller ID is defined by the
service provider.
On T1 PRI and loop-start trunks, users can override the Caller ID Blocking
configuration on a call-by-call basis by using commands at the telephone (*67,
*82). Users cannot override the Caller ID Blocking configuration of wink-start and
E1 PRI trunks.
For more information on configuring outbound caller ID, please refer to the ShoreTel
Administration Guide.
5.4.7
Tandem Trunking
Tandem trunking allows legacy voice systems to utilize a ShoreTel system for outbound
dialing. The ShoreTel system supports both user-side and network-side PRI, allowing
ShoreTel systems to flexibly support digital tie trunks to other systems.
You can enable tandem trunking support for any PRI trunk group with a check box in
ShoreWare Director. Tandem calls are associated with a user group for outbound trunk
selection. Inbound calls recognized as tandem calls are redirected to an outbound trunk
based on user group call permissions and trunk group access. When needed, a “dial-in
prefix” can be specified that is prepended to digits collected on tandem calls. The
concatenated set of digits is then used in outbound trunk selection for the tandem call.
5.4.8
Tie Trunks
The addition of network-side PRI support makes PRI tie trunks easier and more compelling
to deploy. ShoreGear switches that support T1 PRI can act as either the user-side or
network-side of a PRI tie trunk. The tie trunk may be used to tie a ShoreTel system to a
legacy voice system, or potentially to another independent ShoreTel system.
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5.5
Chapter 5: Trunk Planning and Ordering
Performing Traffic Calculations
The number of trunks required on your system will vary depending on the number of users
and your specific application needs. It is important to order your trunking correctly; too
few can lead to blocked calls when all trunks are busy, and too many trunks can lead to
wasted money on monthly access charges.
See Chapter 3, starting on page 49, for information about calculating the trunk
requirements for your site.
5.6
Ordering Telephone Service
Once you have determined the types of trunks you need, you will have to either place a
new order or make a change order. You can use the associated “Telephone Service Order
Forms” that are available on the ShoreWare DVD or on the ShoreTel support web site.
Three order forms are provided for your use:
Analog Service
T1 Service
T1 PRI Service
ShoreTel does not provide an E1 PRI form because this service varies by country. Instead,
we provide a table of the E1 PRI parameters that must be set. See Appendix A, starting on
page 263, for more information.
When the form is completed, arrange a meeting with your telephone company service
representative to order the new telephone services. The forms contain specific information
that the service representative must have before services can be ordered.
Before ordering your telephone service, pay special attention to the installation date and
time, as follows:
If you are ordering new service, it should be installed one week before the planned
cut-over date. This allows the services to be terminated on the ShoreTel system and
tested before cut-over.
If you are changing existing service, any changes before the cut-over date might
render your existing service unusable. You must schedule these changes outside
normal business hours and work closely with your service provider for a seamless
transition.
When ordering DID service, the last digits of the DID numbers should match your
extension numbers for ease of use. You must make sure your extension numbers do not
begin with a trunk access code, zero, or any emergency numbers such as 911 in North
America.
Please see the appendix on emergency 911 operations in the ShoreTel Administration Guide
for information on how to configure your system for emergency calls.
5.6.1
Analog Service
Use the Analog Telephone Service Order form (Figure 5-1) to order analog trunks. Note the
following about analog service:
Caller ID Name and Number are supported on loop-start trunks.
ANI is supported on wink-start trunks.
ANI on wink-start trunks must be delivered as *<ANI>*<DNIS>*.
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Chapter 5: Trunk Planning and Ordering
Figure 5-1
5.6.2
Planning and Installation Guide
Telephone Service Order Form—Analog Trunks
T1 Service
Use the T1 Telephone Service Order form (Figure 5-2) to order T1 trunks. Note the
following about T1 service:
Caller ID Name and Number are supported on loop-start trunks.
ANI is supported on wink-start trunks.
ANI on wink-start trunks must be delivered as *<ANI>*<DNIS>*.
A channel service unit (CSU) is built into the voice switch.
5.6.3
T1 PRI Service
Use the T1 PRI Telephone Service Order form (Figure 5-3) to order T1 PRI trunks. Note
the following about T1 PRI service:
Caller ID Number is supported on T1 PRI trunks. (Caller ID Name is supported in
NI-2 configured trunks.)
A channel service unit (CSU) is built into the voice switch.
5.6.4
Ordering Service
When you order service, be sure to do the following:
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Figure 5-2
Chapter 5: Trunk Planning and Ordering
Telephone Service Order Form—T1 Trunks
State that a new ShoreTel system is being installed.
State the date and time the new telephone service must be cut over.
Review all the items on the telephone service order form with the service
representative.
Review any existing and new telephone numbers and have the telephone company
representative confirm the order.
5.6.5
E1 PRI Service
See Appendix A, starting on page 263, for more information about ordering E1 PRI service.
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Chapter 5: Trunk Planning and Ordering
Figure 5-3
ShoreTel 11.1
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Telephone Server Order Form—PRI Trunks
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C
H A P T E R
6
Dialing Plan
This chapter provides an overview of the dialing, call routing, and digit-manipulation
capabilities of the ShoreTel system.
The information in this chapter is particularly useful for administrators of larger, multisite
installations.
6.1
Overview
When a phone number is dialed in a ShoreTel system, the system performs two distinct
operations on a telephone number:
Digit collection. Voice switches collect the digits in a telephone number.
Digit manipulation. The switches manipulate the dialed numbers before outpulsing them
to the service provider.
In this chapter you will learn how to define what happens at each of these steps. Once you
are familiar with these concepts, we will introduce you to On-Net Dialing, a feature that
allows users to divide phone numbers into two separately-managed parts for a more
flexible dialing plan.
6.2
Checklist
Before configuring your phones (but after mapping out your network and trunk
configuration), you need to perform the tasks in the table below:
Task
Description
Define Digit Collection
page 81
Define Digit Manipulation
page 87
On-Net Dialing
page 88
Table 6-1
6.3
Dialing Plan Checklist
Define Digit Collection
When someone picks up a telephone in a ShoreTel system and begins dialing a telephone
number, the voice switch software examines each digit in the number and determines
whether digit collection should continue or be terminated.
6.3.1
Configuring Internal Numbers
In a ShoreTel system where users dial internal numbers without an access code, the rules
for digit collection are relatively straightforward.
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Digit collection rules are configured through ShoreWare Director. To view the Dialing Plan
edit page, click Dialing Plan under System Parameters. Figure 6-1 shows the Dialing Plan
edit page.
Figure 6-1
6.3.1.1
Dialing Plan Edit Page
Planning Your Dialing Configuration
When setting up a dialing plan for internal numbers, you need to consider the following:
Choose an extension length. ShoreTel supports 3-, 4-, and 5-digit dialing for
internal numbers (4-digit dialing works for most enterprises). Use an extension
number scheme that conforms to your company’s size and the convenience of your
users.
Map extension ranges. After choosing the extension length, you can allocate
blocks of numbers for use by extension, starting with the first number.
For example, if you want to reserve the range of numbers 3000-3999 for extension
assignment, you allocate the “3” number block for extensions.
For maximum usability, map extension numbers to the final digits of your DID (if DID
is used).
Extensions cannot begin with “911” (911, 911x, or 911xx).
6.3.1.2
Digit Collection Rules
When routing calls, the ShoreTel system follows the digit collection rules specified on the
Dialing Plan edit page in ShoreWare Director.
For the first digit collected, specific rules are in effect.
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Digit
Rule
0 – The digit configured in the
Digit collection is stopped and the call is routed to the site operator.
dialing plan as the operator digit.
#
Digit collection is stopped and the call is routed to voice mail login.
Any other digit
Digit collection continues until a complete extension number is dialed. If the
number is valid, the call is routed to the extension.
• valid off-system extensions – the call is routed to a trunk.
• invalid extensions – the call is routed to the Backup Automated Attendant.
Rule does not apply to trunk access codes.
Table 6-2
6.3.1.3
Digit Collection Rules
Exception for 911 Emergency Calls
Emergency calls do not require an access code.
The following rules apply only to emergency 911 calls:
If “911” is dialed, the switch routes the call to a 911-capable trunk group associated
with the caller’s User Group.
Before switching the emergency call, the switch invokes a brief timeout for
insurance against accidental 911 calls. If any digit is entered during the timeout,
the switch routes the call to the Backup Automated Attendant.
Although this section focuses on emergency calls made within the United States, the same
rules apply in other countries. See the appendix on emergency 911 operations in the
ShoreTel Administration Guide for information on how to configure your system for
emergency calls.
To define digit collection for internal numbers:
In ShoreWare Director, go to the Dialing Plan edit page under System Parameters
and edit the dialing plan parameters. See the ShoreTel Administration Guide for a
description of the parameters on this page.
6.3.1.4
Changing Extension Length
The ShoreTel system supports 3-, 4-, and 5-digit extensions.
To change the extension length:
Step 1 Click Increase Extension Length.
Step 2 Specify 4 or 5 digits for the increased length.
After applying your edits, you cannot decrease an extension length. For
example, once it is increased to 4, the minimum is 4.
If your system uses three-digit extensions, ShoreTel recommends that you do
not assign x11 extensions to users.
6.3.2
Configuring External Numbers
The ShoreTel system supports 1-, 2-, and 3-digit trunk access codes. When an access code
is dialed, the system looks for a valid digit in the parameters.
If an invalid number is dialed, the system plays a recording to the calling party.
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There are several types of valid telephone numbers, which are described in the following
sections.
The ShoreTel system allows the system administrator to provide users at each site with a
unique dialing plan to match the dialing plan of the site’s geographic region. The ShoreTel
system supports 7-digit local dialing, 10-digit local dialing, and mixed local dialing.
External numbers are converted into a standard “canonical format” by call control software
to provide a globally consistent way of handling phone numbers. The canonical format
starts with a “+” representing the international prefix, followed by the country code, area
code, and subscriber number.
External numbers that can be converted into canonical format are considered
“routable” and will leverage the network call routing feature of the call control
software.
External numbers that are unique to the country (n11, 112, 911, and so on) are
considered “unroutable” and will not leverage the network call routing software.
These calls will be placed from the local site or the associated proxy site.
6.3.2.1
Configuring 7-Digit Local Dialing
The Local Area Code on the Site edit page, shown in Figure 6-2, defines 7-digit dialing for
all users at the site. When a user dials an access code followed by 7 digits, the switching
software assumes the site local area has been dialed. The switching software then converts
the 7-digit number into canonical format before checking call permissions and doing
network call routing.
Figure 6-2
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The Local Area Code and Additional Local Area Codes set on the Site edit page have
nothing to do with the Local Area Code, Additional Local Area Codes, and Nearby Area
Codes on the Trunk Group edit page. Area codes on the Site edit page relate only to digit
collection, whereas those on the Trunk Group edit page relate only to Network Call Routing
and Digit Manipulation.
To define 7-digit dialing:
Step 1 Open the Site edit page in ShoreWare Director.
Step 2 Enter the 3-digit area code in the Local Area Code field.
See the ShoreTel Administration Guide for more information about the Site edit
page.
6.3.2.2
Configuring 10-Digit Local Dialing
If the site is in a location with overlay area codes, it can be configured to support 10-digit
dialing for all the local area codes. The Additional Local Area Codes field on the Site edit
page defines the area codes for 10-digit dialing. When a user dials an access code followed
by a local area code, the system collects 7 additional digits (10 digits total) before stopping
digit collection. The switching software then converts the 10-digit number into canonical
format before checking call permissions and doing network call routing.
To define 10-digit dialing:
Step 1 Open the Site edit page in ShoreWare Director.
Step 2 Click Edit next to the Additional Local Area Codes field.
The Additional Local Area Codes dialog box, shown in Figure 6-3, appears.
Figure 6-3
Additional Local Area Codes Dialog Box
See the ShoreTel Administration Guide for more information about the
Additional Local Area Codes field on the Site edit page.
6.3.2.3
Configuring Mixed Dialing in the Same Area
In locations where users are forced to dial 7 digits for some prefixes and 1+10 digits for
other prefixes in the same area, the ShoreTel system supports permissive dialing—that is,
you can dial these numbers either as 7 digits or as 1+10 digits. It also supports permissive
dialing in locations with mixed 10-digit and 1+10 digit dialing in the same area.
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From a digit-manipulation (or outpulsing) point of view, the trunk group must be
configured properly since some service providers do not support permissive dialing. See
Section 6.4 on page 87.
6.3.2.4
1+10 Digit Long-Distance Dialing
The ShoreTel system supports long-distance dialing. When a user dials an access code
followed by “1,” the software collects 10 additional digits before stopping digit collection.
6.3.2.5
International Dialing
The ShoreTel system supports international dialing. If the user dials a trunk access code
followed by an international access code, digit collection is terminated after a timeout. The
timeout can be bypassed by dialing pound (#).
6.3.2.6
n11 Dialing
The ShoreTel system supports “n11” dialing, including 411 (information) and 611
(support). If the user dials an access code followed by “n11,” digit collection is terminated
after a brief timeout and the call is routed to a trunk.
If your system uses three-digit extensions, ShoreTel recommends that you do not assign
x11 extensions to users.
6.3.2.7
911 Dialing
The ShoreTel system supports 911 dialing to emergency services. If the user dials an access
code followed by “911,” digit collection is terminated immediately and the call is routed to
a trunk.
911 calls are routed out of the local site’s associated trunks. If there are no 911 trunks
available at the local site, the call is routed via the designated proxy site.
Please see the appendix on emergency 911 operations in the ShoreTel Administration Guide
for information on how to configure your system for emergency calls.
6.3.2.8
Explicit Carrier Selection (101xxxx) Dialing
The ShoreTel system supports explicit carrier selection. If the user dials an access code
followed by “101,” the next four digits collected are for explicit carrier selection
(101xxxx). The carrier information is retained and passed to the trunk.The digits collected
are treated as unroutable calls; the digits are routed “as-is” out either local site or proxy site
trunks only.
6.3.2.9
Operator-Assisted (0, 00) Dialing
The ShoreTel system supports operator-assisted dialing. If the user dials an access code
followed by “0x,” digit collection is terminated after a brief timeout and the call is routed to
a trunk.
6.3.2.10 Vertical Service Code (*67, *82) Dialing
The ShoreTel system supports some vertical service codes for feature activation. If the user
dials an access code followed by star (*), subsequent digits are collected and terminated by
a brief timeout. The digits collected are treated as unroutable calls—they are routed “as-is”
out either local site or proxy site trunks only. If the trunk used is a PRI trunk, that trunk
strips and interprets *67 to block outbound Caller ID, and *82 to unblock outbound Caller
ID.
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6.3.2.11 End Digit Collection (#)
In some cases, digit collection ends after a timeout period. To bypass the timeout and route
the call immediately, dial pound (#).
6.4
Define Digit Manipulation
Once the route decision has been made, the call is passed to the trunk. The dialed number,
which is normally passed within the system in canonical format, is examined and
manipulated based on the trunk group configuration. This ensures that the number can be
properly received by the service provider.
First, the trunk access code dialed by the user is removed. If the number is in canonical
format (local, long distance, ERC, international), digit manipulation can occur. If the
number is unroutable (n11, ECS, operator, and vertical service code numbers) digit
manipulation (other than the dial-out prefix) is not applied.
Figure 6-4
Digit Manipulation on the Trunk Group Edit Page
To specify trunk digit manipulation:
Step 1 Open the Trunk Digit Manipulation page, shown in Figure 6-4.
Step 2 Select the options and specify numbers as needed, using Table 6-3 as a guide.
Option
Description
Example
Remove leading 1 from This option is required by some long-distance service
1+10D
providers that only accept numbers dialed as 10 digits.
AT&T typically only
supports 10-digit dialing.
Remove leading 1 for
Local Area Codes
This option is required by some local service providers
that have mixed 10-digit and 1+10 digit dialing in the
same area code. Local Area Codes include both the Local
Area Code and Additional Local Area Codes configured
against the trunk group.
Atlanta has three local area
codes that must be dialed as
10 digits.
This option is required by some local service providers
that have mixed 10-digit and 1+10 digit dialing in the
same area code.
Massachusetts and Maine.
Dial 7 digits for Local
Area Code
Table 6-3
ShoreTel 11.1
This could also be called
“Dial 10 digits for Local
Area Codes.”
Digit Manipulation Options
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Option
Description
Example
Prepend this Dial Out
Prefix
The Dial Out Prefix is prepended to the number. This
Not applicable.
feature is typically used when connecting the ShoreTel
system to a legacy PBX system using a ShoreGear voice
switch. The Dial Out Prefix enables the ShoreTel system
to seize a trunk on the legacy PBX. The Dial Out Prefix is
not applied to Off-System Extensions.
Vertical Service Codes
If a Vertical Service Code was dialed, digit manipulation
rules do not apply.
Not applicable.
Vertical Service Codes work with ISDN PRI trunks and
some loop-start trunks.
• With PRI trunks, Vertical Service Codes for Caller ID
Blocking control will be converted to D-Channel
messages.
• With loop-start trunks, the service provider must be
able to accept the outpulsed digits with only 50 msecs
of pause between each digit, including the service
codes.
Vertical Service Codes are typically not supported by
service providers on wink-start trunks. If you have
outbound access on wink-start trunks and you dial a
vertical service code, you will likely get an error message
from the service provider.
Off System Extensions Off System Extensions define ranges of extensions that
Not applicable.
when dialed will be routed out of this trunk group. This is
typically used to interface to a legacy PBX system using a
T1 or E1 circuit provided by a ShoreGear voice switch.
Off-system extensions digits can be manipulated using a
translation table.
Digit manipulation, including the Dial Out Prefix, will
not be applied to these calls.
Table 6-3
6.5
Digit Manipulation Options
On-Net Dialing
ShoreTel supports On-Net Dialing (OND), an enhancement that allows users to create
more flexible dialing plans than before. In contrast with previous releases which could only
support a “flat” dialing plan and treated all numbers as a single, indivisible unit, the OnNet Dialing feature allows users to divide phone numbers into two separately-managed
parts:
extension prefix - typically 3 digits in length; similar in concept to a site code
user extension - typically 4 digits in length; acts as the number you would dial to
reach other users in your organization
By dividing phone numbers into two parts, the OND feature provides customers with a
more seamless method of migrating from their legacy phone systems to the newer ShoreTel
system. OND allows customers to preserve their existing dialing plans when integrating
ShoreTel equipment with their legacy equipment. While previous releases allowed
customers to integrate ShoreTel equipment with their legacy PBX, the configurations
needed to maintain the customer's existing dialing plan were complex and the complexity
increased with the number of people and extensions involved.
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For example, if one company acquired another company and the two companies wanted to
merge their phone systems, then no two users could have the same user extension, even if
they were at different sites with different prefixes.
With OND, users will be able to call other users within a site by dialing only the user
extension. Inter-site calls would require users to dial the extension prefix plus the user
number. Off-system extensions (OSE's) will continue to be used to route calls to legacy
PBX's.
How It Works
Figure 6-5
Abbreviated 4-digit dialing with extension prefix
As shown in the illustration above, On-Net Dialing assigns extension prefixes to each site
or to a group of sites. All calls are placed “on the network” if they are within the same
prefix, and the user need only dial the user extension. Calls preceded with the trunk access
code (usually “9”) are sent to the PSTN.
Benefits of On-Net Dialing:
Scalability – For larger organizations, On-Net Dialing enables the creation of a
common and consistent “cookie cutter” dialing plan that can be replicated
throughout an organization that has many offices. For example, a department store
might have a phone in each of its different departments with one for clothing,
furniture, kitchenware, etc. With On-Net Dialing, a user can assign the extensions
of 4000, 5000, 6000, and 7000 to each of these departments. By modifying the 3digit site code/extension prefix at each location, this approach of assigning 4-digit
extensions to departments can be replicated across an entire department store,
nationwide, so that a user who knows the extension for the automotive department
in one city could travel to another city and would know how to reach the
automotive department if he knew the site code.
Preserve existing legacy dialing plans – As mentioned before, you can preserve the
existing dialing plans when adding ShoreTel equipment to a deployment with
legacy equipment by assigning a new prefix to each new site or to users on the new
ShoreTel system.
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Legacy integration via OSEs (Off-System Extensions) – Ability to call multiple
legacy PBXs from the ShoreTel system.
Multi-tenant – On-Net Dialing allows a landlord to maintain one phone system at a
building that houses two or more businesses or organizations in such a way that
neither organization is aware that the infrastructure or trunk lines are being shared.
Despite the fact that both organizations are in the same building, you can assign
different prefixes to each company and could then hide one organization's phone
numbers from the other group so that neither group would see the other via the
directory.
6.5.1
Configuration
The process of configuring On-Net Dialing consists of the following tasks:
Planning and Configuring the Dialing Plan
Adding Sites
Associating an Extension Prefix with a Site
Assigning User Extensions
Each of these tasks is addressed in more detail below.
Enabling On-Net Dialing is an irreversible process that makes permanent changes to the
database. Thus, you should plan carefully before proceeding with any configuration
changes.
6.5.1.1
Planning and Configuring the Dialing Plan
Assigning extension prefixes to a specific digit must be done all at once. Once the dialing
plan window (shown below) has been configured and saved, there is no way to make
changes to the extension prefix assignments without erasing the database and starting all
over. Therefore, we recommend carefully planning and reviewing your dialing plans before
configuring the dialing plan window.
To configure the dialing plan via Director, follow the procedure below:
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 Dialing Plan link to display
the Edit Dialing Plan window, as shown below:
Step 4 Click on the drop-down menu to the right of the desired digit and select the
number of 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.
Step 5 Repeat this process for any other extension prefixes, unused extensions, or
trunk access codes.
Step 6 Click Save to store your changes. The Configure Extension Prefix Warning
window (similar to the one shown below) appears with a list of each of the sites
in your system.
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Figure 6-6
Configuring dialing plan
Figure 6-7
Make sure to back up your system before clicking Save
The Extension Prefix Warning message lists each site in your system. Next to
the list of sites you will find a blank field that requires you to enter the desired
extension prefix. Note that this prefix will be applied to every dialable number
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at that particular site, so if the site is an existing one, they will see their phone
numbers converted to the new prefix.
System extensions are not associated with a hard port in the system. They are
always global and will have a user number and a null extension prefix.
Therefore, these system extensions are not affected by changes made to the
extension prefix in the Edit Dialing Plan window. Only dialed numbers (user
extensions, menus, workgroups, distribution lists) are affected by changes to
the extension prefix.
Step 7 Click the Save button to store your changes.
6.5.1.2
Adding Sites
You can add the sites via ShoreWare Director before configuring your dialing plan (or
alternatively, you can configure your dialing plan and then add sites at a later time). To add
a site via Director, follow the procedure below:
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 Sites link.
Step 4 Click on the Add a new site in drop-down menu and select the country where
the site will be added.
Step 5 Click the Go link to display a window similar to the one shown below:
Figure 6-8
Add a new site
Step 6 Enter the name of the site, along with all other relevant information, in the
appropriate fields. (Refer to the “ShoreTel Sites” chapter in the ShoreTel
Administration Guide for additional information on con-figuring this window.)
The Extension Prefix field will not appear in this window until after you have
modified the Dialing Plan window (which is our next task).
Step 7 Click Save to store your changes.
Step 8 Repeat this process to add any other sites that you would like to include in the
dialing plan.
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Once you have created the dialing plan and saved your dialing plan
configurations, you can return to the Edit Sites window in Director to verify
that the changes have been propagated throughout the system. By clicking on
the name of the site, you will see an Extension Prefix field. The field should be
populated with the value entered in the Extension Prefix Warning window, as
shown in the window below:
Figure 6-9
6.5.1.3
Extension Prefix field now populated
Adding Users to the System
When the On-Net Dialing feature has been enabled and the extension prefix for a site has
been updated, the first new user added to the system may not receive the site's new prefix.
(This is due to cookies in the system populating the new user's extension with old and
outdated information.) However, after this first user has been added, subsequent users will
have their extensions automatically populated with the correct site prefix.
Details:
User numbers can vary in length from 3 to 5 digits. All user numbers in the system
must be the same length.
6.6
Quick Reference of Star Codes
Certain features and functions can be performed via the telephone interface through the
use of star codes. By pressing the star key (i.e. asterisk) on your phone’s keypad, followed
by a combination of numbers, you can perform many tasks that would otherwise require
the use of a soft key, option button, or programmable button.
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6.6.1
Chapter 6: Dialing Plan
Common Star Codes
Park a call
UnPark a call
Picking Up a Remote Extension
Picking Up the Night Bell
Using the Intercom
Barge In
Silent Monitor
Toggling the Hunt Group Status
Whisper Page
Changing Call Handling Mode and Forwarding
Changing Extension Assignment
Unassign Extension Assignment
Assign Extension to External Number
6.6.2
Extension Assignment Star Codes
Transfer a call
Conference a call
Hold a call
Hang up
Access other “common” star codes
6.6.3
*11 + ext.
*12 + ext.
*13 + ext.
*14
*15 + ext.
*16 + ext.
*17 + ext.
*18 + Hunt Group ext.
*19 + ext.
VoiceMail + password + # + 72
VoiceMail + password + # + 731
VoiceMail + password + # + 732
VoiceMail + password + # + 733
** + destination + # #
** + destination + **
**
##
** + *star code (between 11 and 19) + ext.
Trunk Star Codes
Blocking and Caller ID
*67 + ext.
• When a user places an external call, they can block their Caller ID using the
“*67” command. The user dials the trunk access code, followed by *67,
followed by the external number.
• When dialing in this manner, the call will be considered “non-routable” and
will only access trunks at the local site. The number is dialed “as is” (i.e. as
if a user dialed it). No digit manipulation will be performed.
Unblocking Caller ID
*82 + ext.
• When a user places an external call, they can unblock their Caller ID
delivering using the “*82” command. The user dials the trunk access code,
followed by *82, followed by the external number.
• When dialing in this manner, the call will be considered “non-routable” and
will only access trunks at the local site. The number is dialed “as is” (i.e. as
if a user dialed it). No digit manipulation will be performed.
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H A P T E R
7
Network Call Routing
This chapter provides an overview of call routing, and digit-manipulation capabilities of
the ShoreTel system. The information in this chapter is particularly useful for
administrators of larger, multisite installations.
7.1
Overview
When a phone number is dialed in a ShoreTel system, the system performs three distinct
operations on telephone numbers:
Digit collection. Voice switches collect the digits in a telephone number.
Network call routing. After collecting the digits, the switch checks the number against a
user’s call permissions, adds trunks to the route list, and makes a final route decision for
the call.
Digit manipulation. The switches manipulate the dialed numbers before outpulsing them
to the service provider.
In this chapter you will learn how to plan your network call routing.
7.2
Checklist
Before configuring your phones (but after mapping out your network and trunk
configuration), you need to review the topics in the table below:
Task
Description
Call Permissions
page 96
Account Codes
page 97
Trunk Availability
page 98
Specifying Parameters for the Routing Decision
page 99
Table 7-1
7.3
Network Call Routing Checklist
Define Network Call Routing
Once an external telephone number has been collected, the switching software checks the
number against the user’s call permissions, finds the list of available trunks, and then
makes a routing decision based on several criteria.
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Chapter 7: Network Call Routing
Call Permissions
Each dialed number is compared against the user’s call permissions. If the call is denied, the
calling party will be routed to a “fast busy” intercept tone. If the call is allowed, the routing
continues.
Figure 7-1
Call Permissions Edit Page
To define call permissions:
Step 1 Open the Call Permissions edit page (Figure 7-1).
Step 2 Select the Scope. Scope allows you to set 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. The call permission does not apply to any of
the trunk group area codes.
National Long Distance also allows calls to long-distance numbers within
the country, as defined on the Site edit page.
National Mobile allows calls to mobile phones in countries (e.g. Ireland)
with “caller pays” billing plans.
International Long Distance also allows calls to international numbers, as
defined on the Site edit page.
All Calls allows calls to any number, including 1900, Operator Assisted,
and Carrier Select numbers, as well as use of Vertical Service Codes. This is
the default.
Step 3 Enter restriction and permission rules. The Restrictions and Permissions listed
are applied in addition to the general scope setting. The comma separated
restriction expressions are limited to a total of 50 characters.
Follow these guidelines for entering restrictions:
In general, numbers must be entered in canonical format including the
international designation “+” and country code. For example, to restrict
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calls to the 408 area code in the U.S., use +1408. All
7-digit and 10-digit numbers must be entered in canonical format
(+Country Code, Area Code, and Subscriber Number).
Non-routable calls (311, 411, etc.) for a country must be designated by the
country code plus the “/” character. For example, to restrict 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.
To simplify the entering of call permissions, the wild-card character “x” can
be used to represent any number. For instance, to block all calls to 976
prefixes, enter “+1xxx976” as a restriction.
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.
7.3.2
Account Codes
If Account Code Collection Service is enabled, when a user dials a number that is outside
the scope of his or her call permissions, the call is automatically routed to the Account
Code Collection Service extension on the HQ server. The Account Code Collection Service
captures call details that can be reviewed in the call detail reports. For more information on
these reports, see the ShoreTel Administration Guide.
The collection of account codes is enabled on a per-user group basis and can be set to be
one of three states: disabled, optional, or forced.
The Account Code Collection Service is associated with a configurable extension and has a
dedicated user group that defines ultimate call permissions and trunk group access.
When account code collection is enabled or forced for a member of the user group, calls
placed via the telephone or the ShoreTel Communicator are first filtered by call
permissions. Calls restricted by call permissions are automatically routed to the extension
associated with the Account Code Collection Service. Upon receiving the call, the Account
Code Collection Service prompts the user to enter an account code and press the pound (#)
key.
If the user enters an account code that does not match the digits in a stored account code,
the system plays a message explaining the problem and prompts the user to re-enter the
account code. When the user enters an account code that matches one of the stored codes,
the code is collected, and the call is completed.
Call Permissions specifies the dialed numbers that are directed to the Account Code
Collection Service for any user groups configured for account codes.
Calls redirected to the account codes extension are completed using the trunk access and
call permissions associated with the Account Code Collection Service.
The Account Code Collection Service examines outbound calls against two sets of
permissions:
1. Checks call permissions for the caller’s user group to determine if an account code
must be collected.
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2. If user group permissions specify the collection of an account code, a check is
performed on the call permissions for the Account Code Collection Service to
determine whether call will be permitted or rejected.
If the call is rejected, the intercept tone is played.
The Account Code Collection Service is associated with a system extension hosted on a
SoftSwitch that only runs on the headquarters (HQ) server.
If the Headquarters SoftSwitch is unavailable to the ShoreGear switch from which a call
originates, the call is handled according to the permissions set for the caller’s user group.
Calls placed by users who are configured for optional account code collection are placed.
Calls placed by users who are configured for forced account code collection are rejected.
Wildcard characters (represented with a question mark) can be used in place of DTMF
digits in the account code. When wildcards are used, a length check is performed instead of
a more thorough validation of the code. Although this reduces the stringency of the
validation process, it allows the system to support far more than 50,000 account codes –
the previous account code limitation.
Refer to the chapter on Call Control in the ShoreTel Administration Guide for more
information about account codes and account code wildcards.
7.3.3
Trunk Availability
For a trunk to be included in the list of possible trunks that can be hunted, the following
conditions must apply:
The trunk must have an access code that matches the access code dialed.
The trunk must be assigned to the user. (Trunk groups are assigned to user
groups.)
The trunk must be capable of the requested service (Local, Long Distance,
International, n11, 911, Easily Recognizable Codes, Explicit Carrier Selection, and
Operator Assisted). These services are defined on the Trunk Group edit page as
shown in Figure 7-2.
The trunk must be in service.
The trunk must not already be in use.
The trunk must be on a switch that the user’s switch can reach. (The network is up
and running.)
For multisite calls, the admission control must be met at both sites. Admission
control is defined on the Site edit page.
If call is long distance from the trunk, it was not local to the caller. For example,
network call routing will not send a local call via a trunk in another state.
To define trunk services:
Step 1 Open the Trunk Services dialog box on the Trunk Group edit page.
Step 2 Select the services that will be available for the selected trunk.
See the ShoreTel Administration Guide for more information about the Trunk
Group edit page.
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Figure 7-2
Planning and Installation Guide
Trunk Services on the Trunk Group Edit Page
To define admission control:
Step 1 Open the Site edit page.
Step 2 Enter the proper amount in the Admission Control Bandwidth field.
See the ShoreTel Administration Guide for more information about the Site edit
page and for instructions about computing Admission Control Bandwidth.
7.3.4
Specifying Parameters for the Routing Decision
Once the available set of trunks is established, the switching software makes a routing
decision, with the goal of minimizing toll charges and WAN bandwidth. The Network Call
Routing algorithm bases the routing decision on the Local Area Code, Additional Local
Area Codes, and Nearby Area Codes defined on the Trunk Group edit page.
7.3.4.1
Network Call Routing Algorithm
When multiple trunks meet the same criteria, a trunk is seized randomly. In general, trunks
that are configured last are hunted first. Over time, however, as trunks are deleted and
added, hunting becomes increasingly random.
Digital trunks are given precedence over analog trunks in all routing decisions.
To make the routing decision, the algorithm poses the following questions. For the number
dialed, is there:
1. A trunk at the originating site for which the call is local?
2. A trunk at the proxy site for which the call is local?
3. A trunk at any other site for which the call is local?
4. A trunk at the originating site for which the call is considered nearby?
5. A trunk at the proxy site for which the call is considered nearby?
6. A trunk at any other site for which the call is considered nearby?
7. A trunk at the originating site designated for long distance?
8. A trunk at any proxy site designated for long distance?
9. A trunk at any other site designated for long distance?
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10. Any remaining trunk available at originating site?
11. Any remaining trunk available at the proxy site?
To specify parameters for the routing decision:
Step 1 Open the Network Call Routing page on the Trunk Group edit page, shown in
Figure 7-3
Figure 7-3
Network Call Routing on the Trunk Group Edit Page
Step 2 Enter values into the Local Area Code, Additional Local Area Codes, and
Nearby Area Codes fields.
Step 3 Open the Trunk Group edit page and, toward the bottom of the page, click Go
to Local prefixes.
The Local Prefixes dialog box appears. It allows you to enter prefix exceptions
against a local area code. The Network Call Routing algorithm handles prefix
exceptions for the local area code as long distance, which minimizes toll
charges.
See the ShoreTel Administration Guide for more information about the Trunk
Group edit page and the Local Prefixes dialog box.
The area codes on the Site edit page have no impact on call routing decisions
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8
Telephone Planning and Ordering
This chapter provides information on the types of telephones supported by the ShoreTel
system and what to consider when planning phones for your system.
8.1
Checklist
Review the following telephone planning topics before proceeding to the next chapter:
Task
Description
Application Considerations
page 101
Fax Machines and Modems
page 103
ShorePhone Telephones
page 104
Analog Phone Requirements
page 105
Table 8-1
8.2
Telephone Planning and Ordering Checklist
Recommendations
The following recommendations will assist you with planning, ordering, and installing
your telephones:
Select your telephones based on user requirements, your wiring infrastructure, and
system objectives.
Order your telephones early. If you need a large quantity of them, you will need to
order them several weeks in advance.
Have your cabling contractor place and test all your telephones. Have the
contractor unpack, assemble, place, and test every telephone so that you can avoid
this simple but time-consuming task.
If the telephone you choose requires local power, make sure there is an available
outlet at each location.
8.3
Application Considerations
8.3.1
General Users
Typically, most users will be satisfied with a standard desk telephone that has a
speakerphone and mute button, and supports Caller ID and Message Waiting. ShoreTel IP
phones are fully featured and appropriate for most uses. IP phones come with the ShoreTel
features available on preprogrammed buttons, and they can be deployed in areas where
there are no computers to run the ShoreTel Communicator -Personal Access.
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Chapter 8: Telephone Planning and Ordering
Workgroup Agents and Supervisors
Because workgroup agents and supervisors typically spend large amounts of time on the
telephone, they often like headsets. With the ShoreTel Communicator the user can control
the telephone in Handsfree Mode and use the analog telephone and headset purely as a
highly reliable method for carrying voice.
ShorePhone analog phones do not display Caller ID for calls forwarded from a workgroup
or hunt group.
8.3.3
Operators
Operators typically answer and transfer large numbers of telephone calls throughout the
day. Operators should be outfitted with a comfortable headset, and they should use the
Handsfree Mode feature, which effectively turns off the dial tone. In this way, operators can
use the ShoreTel Communicator to answer and transfer calls rapidly using their computer,
without the need to touch the telephone.
If an operator is using one of the ShorePhone multiline models, the Automatic Off-Hook
Preference feature allows the user to select which audio path (speakerphone or headset) is
automatically activated when a call is placed or when an incoming phone call is received.
The featured can be configured from Director, ShoreTel Communicator, or from the IP
phone.
Operators may also benefit from the programmable buttons feature, which allows users to
assign functions to the custom keys on the multiline phones, and on the BB24 device. The
programmable buttons feature allows a user to assign the extension monitoring feature to
one of the custom buttons. The Programmable Toolbars feature allows a system
administrator to program common functions and operations to buttons in a user’s ShoreTel
Communicator window so that an operator can perform many common tasks (e.g. answer
call, transfer call, invoke URL, etc.) at the click of a button.
Some operators will benefit from a cordless telephone or a cordless headset, which gives
them greater mobility.
8.3.4
Receptionists
Receptionists are typically satisfied with a standard desk telephone that supports Caller ID
and Message Waiting with a speakerphone and mute button.
8.3.5
Conference Rooms
Most conference rooms are best equipped with a speakerphone from a reputable
manufacturer. Since conference rooms do not have a ShoreTel Communicator client, users
may find the ShoreTel IP phone useful. The ShoreTel IP phone provides single-button
access to features such as transferring and conferencing calls.
8.3.6
Lobby Phones
A cost-effective wall-mount, slim-line, or desk telephone is adequate for most lobby
phones, hall phones, and the like. The IP110/115 models offer a cost-effective telephone
that is ideal for use in lobbies, lounges, or other common areas.
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8.3.7
Planning and Installation Guide
Multi-line Phones
ShoreTel offers extension monitoring from an IP phone. With this feature, an
administrative assistant or workgroup supervisor can monitor up to five system extensions.
The extension monitor feature can be enabled for ShoreTel IP phones from the User edit
pages of ShoreWare Director. For more information, see the ShoreTel Administration Guide.
8.3.8
Teleworkers
Both analog and IP phones can be included in a ShoreTel system as remote phones. Analog
phones require use of the Extension Assignment, while IP phones are supported by setting
an IP address range through ShoreWare Director.
8.4
Fax Machines and Modems
The ShoreTel system supports fax machines and modems in the United States and Canada
(and not elsewhere).
Fax and modem calls are more sensitive to network problems than voice conversations.
The human ear does not notice a lost packet during a voice conversation, but when a
packet is lost during a fax transmission the line may be dropped. During a modem call, a
lost packet can cause a retransmission. In the worst case, fax machines and modems will
not establish a connection or may drop the call altogether. In general, fax and modem calls
work across a local area network, but work on wide area networks only when there is
virtually no packet loss and little jitter.
The ShoreTel system automatically detects both fax and modem tones, and boosts the voice
encoding to a higher value to increase throughput. (G.711 at 64 Kbps is recommended.) It
also stops the nonlinear processing of the echo canceller and fixes the size of the jitter
buffer to a preset level. In addition, for modems, the echo canceller is frozen or stopped,
since the modems use their own network echo cancellers.
8.4.1
Fax Machines
Fax machines require a high-quality IP network for proper operation.
The ShoreTel system supports distinctive ringing for inbound calls: calls from external
parties have the classic single ring, whereas calls from internal parties have a distinctive
double ring. Some fax machines detect the ringing pattern before answering and might not
answer internal calls because of the distinctive ring pattern. In particular, you must turn off
the “Intelligent Ring Mode” on some Hewlett-Packard fax machines to receive calls from
internal parties.
8.4.2
Modems
The ShoreTel system supports “moderate-use” modem applications on the system. This is
generally considered to be modem calls up to 28.8 Kbps that do not last longer than 15
minutes. If your application demands greater performance, you should bypass the ShoreTel
system or move your modem application to a pure IP-based solution.
The expected modem performance in different configurations is as follows:
Analog connection speeds will not exceed 33.6 Kbps and could be lower. External
factors, including poor-quality trunk lines, ISP limitations, and multiple analog-todigital conversions in the network, can have a significant impact on connection
speeds.
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Modem calls demand a high-quality network with virtually no packet loss. Packet
loss should not exceed 0.001%, which can be achieved on a local area network or
in a wide area network using leased T1 facilities.
Analog trunk ports should not be used if a digital trunk (T1) is available, since
performance will be limited to 28.8 Kbps maximum. Digital trunks should be used
instead.
Connection speeds are significantly affected by multiple packet-to-circuit
conversions (including modem calls from one ShoreTel system to another). If a T1
line is used, modems should be able to connect at K56Flex/V.90 or approximately
48 Kbps.
8.5
ShorePhone Telephones
Both analog and IP telephones are available from ShoreTel.
ShorePhone analog phones do not display Caller ID for calls forwarded from a workgroup
or hunt group.
8.5.1
ShorePhone-AP100
The ShorePhone-AP100 telephone provides a cost-effective analog solution for business
and includes a high-quality speaker telephone and a large display for caller information.
See Section 2.11.1 on page 35 for a complete description of the ShorePhone-AP100
telephone and the list of voice switches that support it.
8.5.2
ShorePhone-IP Phones
The ShorePhone IP phones are supported by ShoreGear voice switches. With ShoreTel IP
phones, you create an end-to-end IP network, or a single-wire-to-the-desktop solution. The
ShoreTel IP phone’s intuitive user interface provides a high level of comfort when
performing telephone operations.
The newer ShorePhone multiline models offer programmable buttons, making it easy for
users to quickly and easily assign common operations to the buttons on their phones.
Depending on the model of the IP phone, up to five extensions could be monitored with
this feature.
Keep in mind that the “Copy Programmable Buttons” feature can be used to duplicate a
programmable button configuration from one phone to another, saving you hours of
tedious work as new users are added. Once the programmable buttons on one user's IP
phone have been configured, the system administrator can leverage this existing
configuration by copying the button profile to subsequent users’ phones. (See “Copying
Programmable Buttons Configurations” in the ShoreTel Administration Guide for more
information.)
The ShorePhone multiline phones support the Automatic Off-Hook Preference feature,
allowing users to select which audio path (speakerphone or headset) is automatically
activated when a call is placed or when an incoming phone call is received.
Similarly, the multiline1 models have improved support for the Plantronics CS50 wireless
headset. Users can answer or end calls by pressing the activation button on their headset
when they hear their phone ring. The 565g model offers support for use with some
Bluetooth wireless headsets.
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The ShorePhone-BB24 provides additional shortcut functions for users of the multiline
phones, behaving like an additional set of 24 custom buttons. Additionally, it offers an
Ethernet switch port, allowing connection of a PC to the back of the button box.
All ShorePhone IP models support the ability to load custom ring tones on the phone. The
system administrator can load a pair of internal and external ring tones onto each user’s
phone. Each user can have a unique ring tone, and ring tones must be in the .wav file
format. Please refer to the “Configuring IP Phones” chapter in the ShoreTel Administration
Guide.
See Section 2.11 on page 35 for a complete description of the ShorePhone IP telephones.
8.6
Analog Phone Requirements
The ShoreTel system supports standard analog 2500-type telephones, including the CLASS
(Custom Local Area Signaling Services) features of Caller ID Name, Caller ID Number, and
Message Waiting in the United States and Canada.
Outside the United States and Canada, the ShoreTel system supports the local standard
analog telephones that support DTMF signaling. Analog Caller ID Number and Message
Waiting are supported in the following countries:
France
Germany
Italy
Spain
United Kingdom
Outside of the United States, Canada, and the countries mentioned in the bulleted list
above, the features of Caller ID Name, Caller ID Number, and Message Waiting are not
supported. See Appendix A, starting on page 263, for more information.
The following list summarizes key requirements for analog phones:
2500-type telephones: The ShoreTel system supports standard 2500-type
telephones. (It does not support 500-type rotary telephones.)
DTMF signaling, even during power failure: The ShoreTel system uses DTMF
tones for signaling with telephones and trunks. It is mandatory that the telephone
support DTMF signaling even when power is interrupted, to allow users to make
calls in emergency situations.
Flash button: A Flash button is required on analog phone sets to activate call
control features from the telephone, including transfer, conference, pickup, and
park. ShoreTel does not recommend using the hook switch to simulate the Flash
button, since this can lead to accidental hang-ups.
If a speakerphone is required:
Mute button: Users in the enterprise typically demand that their speakerphone
have a mute button. Since telephones are often designed with the residential
market in mind, some speakerphones do not have a mute button, which may lead
to end-user complaints.
1. IP560g and newer IP560 models support this feature while older IP560 models do not. To determine an
IP560’s compatibility, check the model number on the back of the phone. If the model number ends with a
suffix of “-03” or higher, the phone supports this feature. If the suffix ends in “-01” or “-02” the feature is
not supported by the phone.
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If message waiting is required (United States and Canada only):
CLASS (FSK) message waiting indicator: CLASS message waiting–compatible
telephones provide a highly reliable method for turning message waiting lights on
and off.
Telephones that rely on a stutter dial tone to control the message waiting light are
unreliable and should be avoided.
The ShoreTel system does not support telephones that use voltage-driven message waiting
lights.
You should select telephones from a reputable manufacturer. Although most phones on the
market are of good quality, ShoreTel recommends that you stay away from “clone” or “lowball” manufacturers.
Here are some additional considerations:
Not too many buttons: Some telephones come with lots of complicated buttons
and options that drive up the price of the device. The ShoreTel system delivers
advanced features through desktop applications that are integrated with your
enterprise tools. Telephones with lots of features and buttons are not necessary.
No answering machine: The ShoreTel system includes an integrated voice mail
system for all users at all sites. Telephones with integrated answering machines are
not necessary.
No hold button: Telephones with a hold button do not actually put the caller on
system hold, so the caller will not hear music on hold or have the correct call
control status details.
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9
Network Requirements and
Preparation
Use the information in this chapter to determine specific network requirements for the
ShoreTel system. After determining the network requirements, you will be ready to
configure your network appropriately.
9.1
Checklist
Review the following planning topics before proceeding to the next chapter:
Task
Description
Advantages of Voice Over IP
page 108
Understanding the Requirements for Toll-Quality Voice
page 108
WAN Technology Choices
page 121
IP Address Assignment
page 122
Time Services
page 126
Virtual Private Network (VPN)
page 127
Firewalls
page 129
Media Encryption
page 131
Session Initiation Protocol (SIP)
page 132
Example Network Topologies
page 132
Computing Admission Control Bandwidth
page 133
Table 9-1
9.2
Network Requirements and Preparation Checklist
Overview
The ShoreTel system is an IP-based voice solution deployed across your IP network. This
allows the components of the system to be located anywhere on your IP network, resulting
in a single system for all your voice applications at all locations. This single system
approach significantly reduces the complexity associated with legacy systems that consist
of multiple PBXs, multiple voice mail systems, multiple auto-attendants, and multiple
automatic call distribution systems, each with their unique management interfaces.
Since the ShoreTel system becomes another application on your IP network, it is important
to understand how the system integrates with your data network. As you migrate your
network to include voice as another application across your wide area network, it becomes
necessary for your IP LAN and WAN to provide a network that meets the requirements for
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toll-quality voice. The ability of your network to deliver this performance will vary based
on the number of simultaneous calls between locations, the voice quality required, and the
other application traffic on the network. Some of the key considerations are:
Bandwidth
Service levels
Addressing
9.3
Advantages of Voice Over IP
Going back to the basics of voice, consider a traditional call over the Public Switched
Telephone Network (PSTN). The PSTN is a circuit-switched network. A telephone call
reserves an end-to-end physical circuit for the duration of the call. This circuit consists of
many subsegments within the PSTN, and a subsequent call between the same two
endpoints may follow a different path. However, for the duration of the call, the circuit is
fully available to that single call.
Packet-switched networks, such as the Internet, do not reserve a circuit between endpoints.
Instead, messages or files are broken into many small packets. These packets may take
different routes from source to destination, traveling along network circuits that are shared
with packets from other sources. These packets travel to the final destination, where they
are reconstructed into the original message or file.
One analogy between circuit-switched and packet-switched networks is that of railway
versus roadway transportation systems. A railway is similar to a circuit-switched network.
The path of the train is essentially reserved, and the whole train travels intact from source
to destination. A roadway, on the other hand, is shared among many smaller units, each
having the intelligence to find its destination. The railway provides a clear end-to-end path,
relatively immune to delays, but at a high overhead cost. The roadway can be used more
efficiently, but it is vulnerable to congestion.
The advantage of circuit-switched networks is that they provide dedicated bandwidth
between endpoints and therefore can easily guarantee a known, consistent quality of
service. Their disadvantage is their poor utilization of network resources, since they
demand a dedicated, separate network relative to the packet-switched network. Conversely,
the advantage of packet-switched networks is that they provide better utilization of
network resources, enable flexible traffic routing, provide a single network to manage,
allow for standard voice and data monitoring tools to be used, allow applications to be
shared over a common network, and enable applications to become more portable—and
this is just the beginning.
9.4
Understanding the Requirements for Toll-Quality
Voice
The ShoreTel system has been designed to deliver the highest possible voice quality. In fact,
third-party testing by Miercom has confirmed that the ShoreTel system provides both low
latency and high voice quality.
With the superior design of the ShoreTel system, all that is needed to achieve toll-quality
voice communications is to deploy the system over a properly designed network
infrastructure. This section provides you with the background to understand the factors
involved in engineering an IP network that is ready for voice communications.
In general, to ensure voice quality on the LAN, the ShoreTel system must be used in a
switched Ethernet network. To ensure voice quality on the WAN, the ShoreTel system
requires that you do the following:
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Get a service level agreement (SLA) from your WAN service provider.
Using your routers, prioritize your voice traffic ahead of your data traffic.
Set the ShoreTel Admission Control feature to ensure that the voice traffic does not
flood the WAN links.
With these items taken into consideration, you can simply and easily achieve toll-quality
voice using the ShoreTel system.
The ShoreTel system has been designed to work in a multi-vendor network environment
and therefore leverages standards to ensure voice prioritization.
IP Phone Supported Methods
Layer 2 IP Precedence (802.1p and 802.1q) (this only applies on the LAN)
Layer 3 Differentiated Services Code Point (DiffServ/ToS)
Layer 4 UDP 5004
ShoreGear Voice Switch Supported Methods
Layer 3 Differentiated Services Code Point (DiffServ/ToS)
Layer 4 UDP 5004
9.4.1
Network Requirements
When your voice traffic travels across your IP network, you must ensure that your network
does all of the following:
Delivers enough bandwidth
Meets the latency and jitter requirements
Meets the packet loss requirements for toll-quality voice
You also need to prioritize your voice traffic over your data traffic and configure the
ShoreTel system’s Admission Control feature.
9.4.2
Bandwidth Requirements
The amount of bandwidth for voice calls depends on these details:
Number of simultaneous calls
Voice encoding scheme in use
Amount of signaling overhead
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9.4.2.1
Chapter 9: Network Requirements and Preparation
Voice Encoding
Sample rate
Linear
Broadband
Linear
G.711
ADPCM
G.729a
16 KHz
8 KHz
8 KHz
8 KHz
8 KHz
16 bits
8 bits
4 bits
1 bit
Effective sample size 16 bits
Data rate
256 Kbs
Supported end points ShorePhones:
IP110/115/212k/
230/530/560/
560g
Table 9-2
128 Kbps
64 Kbps
32 Kbps
8 Kbps
All ShoreGear
All ShoreGear
All ShoreGear
All ShoreGear
ShorePhones
ShorePhones:
IP110/115/
212k/230/530/
560/560g
ShorePhones:
IP110/115/
212k/230/530/
560/560g
Voice Encoding
Within a site, linear broadband encoding is recommended, since bandwidth in the LAN is
inexpensive and readily available. Between sites, G.729a is recommended because it uses
the least amount of bandwidth. The linear codec provides slightly higher voice quality than
G.711, but should not be used if there are any bandwidth concerns.
If you select linear broadband or linear encoding, end points that do not support either
codec will negotiate for the highest quality codec for both end points, and G.711 is the only
high-quality codec shared by all end points.
9.4.2.2
ShoreTel TCP and UDP Port Usage
ShoreTel uses the following TCP and UDP ports for traffic.
Originating
Traffic Type
Device
Destination Device
DVM Server
HQ/Director
Server
UDP 2427
MGCP
UDP 2427
MGCP
TCP 1024-65535
RPC - NCC
UDP 2727
MGCP - Media
proxy
UDP 5440
Location Service
UDP 5441
Call Control
UDP 5442
DRS
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
UDP 5446
DRS keepalive
TCP 1024-65535 UDP 5060
SIP
RPC - NCC
UDP 2727
MGCP - Media
proxy
UDP 5440
Location Service
UDP 5441
Call Control
UDP 5442
DRS
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
UDP 5446
DRS keepalive
UDP 5004
RTP
(dynamic:
1024-65535)
UDP 5004
RTP
(dynamic:
1024-65535)
UDP 5004
RTP
(dynamic: 102465535)
UDP 5004
RTP
(dynamic: 102465535)
TCP 111
RPC Port Mapper
UDP 111
RPC Port Mapper
TCP 111
RPC Port Mapper
UDP 111
RPC Port Mapper
IP Phone
UDP 5440
Location
Service
UDP 5441
Call Control
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
Switch
Call Control
Switch
Media Stream UDP 5004
RTP
(dynamic:
1024-65535)
Switch
RPC
Connection
Negotiation
Table 9-3
110
SoftPhone
Switch
Port Usage
Desktop
Other
UDP 102465535
RTP - for
SIP
Chapter 9: Network Requirements and Preparation
Originating
Traffic Type
Device
Planning and Installation Guide
Destination Device
Switch
IP Phone
Desktop
SoftPhone
DVM Server
HQ/Director
Server
TCP 21
FTP CTL - Boot
files
TCP 20
FTP DATA - Boot
files
TCP 21
FTP CTL Switch Boot
TCP 20
FTP DATA Switch Boot
Switch
Configuration
Control
Switch
Maintenance
IP Phone
Call Control
IP Phone
Media Stream UDP 5004
RTP
[if dynamic
1024-65535]
IP Phone
Configuration
Control
TCP 21
FTP CTL - Config
TCP 20
FTP DATA Config
ICMP PING
Desktop
Call Control
TCP 1024-65535 TCP 1024-65535
MS RPC - Remote MS RPC - Remote
TAPI
TAPI
Desktop
Configuration
Control
TCP 5440
CSIS
Desktop
RPC
Connection
Negotiation
TCP 135 MS RPC TCP 135 MS RPC
Port Mapper
Port Mapper
SoftPhone
Call Control
SoftPhone
Media Stream UDP 5004
RTP
[if dynamic
1024-65535]
SoftPhone
Configuration
Control
DVM
Server
Call Control
UDP 67
DHCP
Server
UDP 162
SNMP
TRAP
UDP 2727
MGCP
UDP 5554
BB to Phone
UDP 5004
RTP
[if dynamic
1024-65535]
UDP 5004
RTP
[if dynamic
1024-65535]
UDP 5004
RTP
if dynamic
1024-65535]
TCP 2
FTP CTL - Config
TCP 20
FTP DATA Config
ICMP - PING
UDP 5004 RTP
[if dynamic 102465535]
UDP 67
DHCP
Server
UDP 123
SNTP
TCP 80 HTTP
Web client,
Online help
TCP 5440
CSIS
UDP 2727
MGCP
UDP 5004
RTP
[if dynamic
1024-65535]
UDP 5004
RTP
[if dynamic
1024-65535]
UDP 5004
RTP
[if dynamic 102465535]
UDP 5004
RTP
[if dynamic 102465535]
TCP 80
HTTP
TCP 1024
65535
Remote
TAPI
TCP 102465535
RPC - NCC
UDP 2427
MGCP Media proxy
UDP 5440
Location
Service
UDP 5441
Call Control
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
Table 9-3
ShoreTel 11.1
Other
TCP 1024-65535
MS RPC - DTAS/
TMS
TCP 5441
Call data
UDP 5440
Location Service
UDP 5441
Call Control
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
UDP 5446
DRS keepalive
TCP 1024-65535
MS RPC - DTAS/
TMS
TCP 1024-65535
MS RPC - DB
access
TCP 5441
Call data
UDP 5440
Location Service
UDP 5441
Call Control
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
UDP 5446
DRS keepalive
Port Usage
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Planning and Installation Guide
Originating
Traffic Type
Device
Destination Device
Switch
DVM
Server
Media Stream UDP 5004
RTP
[if dynamic
1024-65535]
DVM
Server
RPC
Connection
Negotiation
DVM
Server
Configuration TCP 1024Control
65535
Firmware
download
DVM
Server
Maintenance
DVM
Server
Distributed
Voice Mail
DVM
Server
Voice Mail
Notification
HQ/
Director
Server
Call Control
HQ/
Director
Server
Media Stream UDP 5004
RTP
[if dynamic
1024-65535]
HQ/
Director
Server
RPC
Connection
Negotiation
HQ/
Director
Server
Configuration TCP 1024Control
65535
Firmware
download
HQ/
Director
Server
Maintenance
IP Phone
Desktop
UDP 5004
RTP
[if dynamic
1024-65535]
SoftPhone
DVM Server
HQ/Director
Server
Other
UDP 5004
RTP
[if dynamic
1024-65535]
TCP 135
MS RPC Port
Mapper
TCP 111
RPC Port
Mapper
UDP 111
RPC Port
Mapper
TCP 111
RPC Port Mapper
UDP 111
RPC Port Mapper
TCP 135
MS RPC Port
Mapper
TCP 102465535
RPC Quicklook
TCP 25
SMTP - Voice
Mail transport
TCP 25
SMTP - Voice
Mail transport
TCP 25
SMTP
TCP 102465535
Remote
TAPI
TCP 102465535
RPC - NCC
UDP 2427
MGCP Media proxy
UDP 5440
Location
Service
UDP 5441
Call Control
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
UDP 5004
RTP
[if dynamic
1024-65535]
TCP 5555
Diagnostic
ipbxctl
Call Control
TCP 1024-65535
MS RPC - DTAS/
TMS
TCP 1024-65535
MS RPC - DB
Notify
TCP 5441
Call data
UDP 5440
Location Service
UDP 5441
Call Control
UDP 5443
Bandwidth
Manager
UDP 5445
Admission
Control
UDP 5446
DRS keepalive
UDP 5004
RTP
[if dynamic
1024-65535]
TCP 111
RPC Port Mapper
UDP 111
RPC Port Mapper
TCP 135
MS RPC Port
Mapper
TCP 111
RPC Port
Mapper
UDP 111
RPC Port
Mapper
Table 9-3
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TCP 5555
Diagnostic
phonectl
Port Usage
TCP 1024-65535
RPC - Quicklook
Chapter 9: Network Requirements and Preparation
Originating
Traffic Type
Device
Planning and Installation Guide
Destination Device
Switch
IP Phone
Desktop
SoftPhone
HQ/Director
Server
DVM Server
Other
HQ/
Director
Server
Distributed
Voice Mail
HQ/
Director
Server
Voice Mail
Notification
TCP 25
SMTP
HQ/
Director
Server
CDR
TCP 3306 CDR
archive on
remote
server
Other
Call Control
Other
Media Stream UDP 102465535
RTP - for SIP
Other
Configuration UDP 68
UDP 68
Control
DHCP Client DHCP Client
Other
Maintenance
TCP 25 SMTP Voice Mail
transport
UDP 5060
SIP
TCP 23
Telnet
UDP 161
SNMP
Table 9-3
9.4.2.3
TCP 80
HTTP - Director
TCP 23
Telnet
TCP 80
HTTP - Quicklook
Port Usage
Bandwidth in the LAN
For LAN calls using the voice switches, 10 msecs of voice samples are encapsulated in a
Real Time Protocol (RTP) packet before being transmitted onto the LAN. For IP phones
and SoftPhones, 20 msecs of voice samples are encapsulated in an RTP packet before being
transmitted onto the network.
The protocol overhead consists of 12 bytes for the RTP header, 8 bytes for the UDP header,
20 bytes for the IP header, and 26 bytes for the Ethernet framing. When ADPCM voice
encoding is used, an additional 4 bytes are added to the voice data for decoding purposes.
This yields an effective LAN bandwidth as shown in Table 9-4.
Linear
Broadband
Linear
G.711
ADPCM
G.729a
G.729a
Voice data (10
msec)
320
160
80
40+4a
20 (20 msec)b 30 (30 msec)
RTP header
12
12
12
12
12
12
UDP header
8
8
8
8
8
8
IP header
20
20
20
20
20
20
Ethernet header
and framingc
26
26
26
26
26
26
Total bytes per
packetd
386
226
146
110
86 (20 msec)
96 (30 msec)
Bandwidth for
voice onlye
256 Kbps
128 Kbps
64 Kbps
32 Kbps
8 Kbps
8 Kbps
Bandwidth with
overhead
309 Kbps
181 Kbps
117 Kbps
88 Kbps
34 Kbps
34 Kbps
Table 9-4
ShoreTel 11.1
LAN Bandwidth—Bytes
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a. When ADPCM using voice encoding, four bytes are added to the voice data for decoding
purposes.
b. G.729a is supported in 10-msec, 20-msec, and 30-msec packets.
c. Ethernet framing = 14 bytes of Ethernet header, a 4-byte checksum, and 8 bytes of additional framing.
d. Voice data bytes per packet = (# bits/sample) x (8 samples/msec) x (10 msecs/packet) /
(8 bits/byte).
e. Bandwidth = (# bytes/10 msecs) x (8 bits/byte).
For calls between analog telephones, voice bandwidth is used only on the connection
between the voice switches. For calls involving IP telephones, the bandwidth is required
between the IP phones at the user’s desktop. This means that for IP telephones, network
planning must include provisioning capacity to each IP phone.
When SIP is not enabled, RTP traffic is always sent to UDP port 5004. The source port is
random. When SIP is enabled, both the source and destination ports are random.
9.4.2.4
Bandwidth in the WAN
Increasing the number of voice samples per packet decreases the bandwidth required (since
the percentage of signaling overhead is reduced); however, it also increases the latency of
the voice call, which can result in poorer voice quality. Consequently, the ShoreTel system
uses 10-msec voice packets on the LAN, where bandwidth is readily available, and 20-msec
voice packets on the WAN, where bandwidth conservation is more important. WAN calls
are calls made between ShoreTel system sites.
For WAN calls, routers with RTP Header Compression (cRTP) reduce the 40 bytes in the IP
+ UDP + RTP header to 4 bytes. If you want to use cRTP, make sure the router’s
implementation of cRTP does not increase the latency or jitter of the voice traffic, since this
can have a negative impact on voice quality. If the router does increase latency or jitter with
cRTP, add this to your overall expected latency and make sure you still have sufficient
performance for acceptable voice quality.
Table 9-5 shows the resulting effective WAN bandwidth. It does not include the overhead
associated with the underlying WAN network protocol, such as HDLC, frame relay, ATM,
and VPN; however, the ShoreTel admission control software computes bandwidth
requirements according to the data in this table and assumes a PPP header-size for
computations.
Linear
Broadband
G.711
ADPCM
G.729a
G.729a
Voice data (20
msec)
640
320
160
80+4a
20
30
RTP header
12
12
12
12
12
12
UDP header
8
8
8
8
8
8
IP header
20
20
20
20
20
20
PPP header
5
5
5
5
5
5
Total bytes per
packetb
685
365
205
129
65
75
Table 9-5
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Linear
WAN Bandwidth—Bytes
Chapter 9: Network Requirements and Preparation
Linear
Broadband
Planning and Installation Guide
Linear
G.711
ADPCM
G.729a
G.729a
Bandwidth for
voice onlyc
256 Kbps
128 Kbps
64 Kbps
32 Kbps
8 Kbps
8 Kbps
Bandwidth
including
overhead
284 Kbps
146 Kbps
82 Kbps
52 Kbps
26 Kbps
26 Kbps
Bandwidth after 260 Kbps
cRTP
132 Kbps
68 Kbps
37 Kbps
12 Kbps
12 Kbps
Table 9-5
WAN Bandwidth—Bytes
a. When ADPCM voice encoding is used, an additional 4 bytes are added to the voice
data for decoding purposes.
b. Voice data bytes per packet = (# bits/sample) x (8 samples/msec) x (20 msecs/packet)
/ (8 bits/byte)
c. Bandwidth = (# bytes/20 msecs) x (8 bits/byte)
9.4.3
Latency
Latency is the amount of time it takes for one person’s voice to be sampled, digitized (or
encoded), packetized, sent over the IP network, de-packetized, and replayed to another
person. This one-way delay, from “mouth-to-ear,” must not exceed 100 msecs for tollquality voice, or 150 msecs for acceptable-quality voice. If the latency is too high, it
interferes with the natural flow of the conversation, causing the two parties to confuse the
latency for pauses in speech. The resulting conversation is reminiscent of international
calls over satellite facilities.
The latency introduced by the ShoreTel system can be understood as follows: When a
person talks, the voice is sampled by the ShoreGear voice switch, generating a latency of 5
msecs. If the call does not traverse ShoreTel voice switches and is handled completely
internally by the switch, the latency is generated by the basic internal pipeline of the
switch. In this case, the switch samples the voice, processes it, combines it with other voice
streams (switchboard), and then converts it back to audio for output to the phone in
5-msec packets, for a total latency of about 17 msecs.
When the call transfers between voice switches, the voice is packetized in larger packets—
10-msec for LAN and 20-msec for WAN—to reduce network overhead. The larger packets
take more time to accumulate and convert to RTP before being sent out. On the receive
side, the incoming packets are decoded and placed in the queue for the switchboard. For a
10-msec packet, this additional send/receive time is approximately 15 msecs, and for a 20msec packet it is about 25 msecs.
For IP phones, the latency is 20 ms in the LAN and 30ms in the WAN.
When the codec is G.729a, the encoding process takes an additional 10 msecs and the
decoding process can take an additional 10 msecs.
See Table 9-6 for specific information about latency on the ShoreTel system.
Configuration
Switch
Table 9-6
ShoreTel 11.1
Encoding Frame Size -5 Jitter Buffera Decoding
Overhead
17
0
0
Varies
0
Total (+/– 5 msec)b
17
Latency
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Configuration
Chapter 9: Network Requirements and Preparation
Encoding Frame Size -5 Jitter Buffera Decoding
Overhead
Total (+/– 5 msec)b
LAN
17
5
5
Varies
5
32 + Jitter Buffer
WAN
17
5
15
Varies
5
42 + Jitter Buffer
G.729a
(LAN and WAN)
17
15
15
Varies
15
62 + Jitter Buffer
Table 9-6
Latency
a. The jitter buffer varies, depending on network conditions. See below for more information.
b. If a call comes in on a trunk through either T1/E1 or analog loop-start, the total latency
is increased by the delay in the PSTN. You must add this latency to the total latency.
Latency for the PSTN varies; however, it is probably a minimum of 10 msecs (for local),
and it could be as high as hundreds of msecs (for long international calls).
9.4.4
Jitter for Voice Switches
Jitter is the variation of latency across the network and the variation in packet processing
inside the switches. To compensate for jitter, the ShoreGear voice switches continuously
measure the jitter in the system and dynamically change the size of the receive jitter buffers
to optimize voice quality.
If the jitter buffer is too small, there can be packet loss from buffer underflows. This occurs
when the jitter buffer runs out of valid voice samples. If the jitter buffer is too large, there
will be unnecessary latency. Both conditions have a negative impact on voice quality.
The jitter buffer starts at the minimum size of 0 msecs as packets from the network are
placed into the switchboard queue for immediate processing. When jitter is detected on the
network, the jitter buffer dynamically increases in increments of 5 msecs to compensate for
increased jitter and decreases in size in reaction to less jitter. The maximum value of the
jitter buffer is set by ShoreWare Director and ranges from 20 to 300 msecs, with a default of
50 msecs.
As the jitter increases on the network and the jitter buffer needs to be increased to
guarantee timely audio play, the latency of the audio also increases. The system attempts
both to maintain a minimum jitter buffer size that provides good-quality voice without
dropping packets and to provide minimum latency.
For IP phones that are configured into the ShoreTel system, the jitter buffer is not
configurable. The minimum jitter buffer is 10 msecs, and the maximum is 80 msecs.
Maximum values greater than 100 should rarely be necessary. If needed, this could indicate
a problem in your network that should be addressed in another way.
9.4.5
Packet Loss
Lost packets can occur on the IP network for any number of reasons. Packet loss above 1%
begins to adversely affect voice quality. To help reduce this problem, the ShoreGear voice
switches have a feature called lost packet concealment. When there is no voice sample to be
played, the last sample available is replayed to the receiving party at a reduced level. This is
repeated until a nominal level is reached, effectively reducing the clicking and popping
associated with low levels of packet loss.
Fax and modem calls demand essentially zero packet loss to avoid missing lines on fax calls
and to avoid dropped modem calls. In addition, fax and modem calls, when detected, may
change to a higher-rate codec.
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9.4.5.1
Planning and Installation Guide
Summary of the Network Requirements
Table 9-7 summarizes the network requirements for bandwidth, latency, jitter, and packet
loss.
Parameter
Requirement
Bandwidth (WAN)
With ADPCM and no RTP Header Compression: 52 Kbps per call
With G.729a and no RTP Header Compression: 26 Kbps per call
With G.711 and no RTP Header Compression: 82 Kbps per call
If your network uses VPN, bandwidth use is affected.
Latency and jitter for toll
quality
< 100 msecs total
100 msecs less 42 msecs allocated for the ShoreTel system yields a
58 msec budget for the network.
When G.729a encoding is used, 100 msecs less 62 msecs allocation for the
ShoreTel system yields a 38 msec budget for the network.
Latency and jitter for acceptable < 150 msecs total
quality
150 msecs less 42 msecs allocated for the ShoreTel system yields a
108 msec budget for the network.
When G.729a encoding is used, 150 msecs less 62 msecs allocated for the
ShoreTel system yields an 88 msec budget for the network.
Packet loss
Table 9-7
9.4.5.2
< 1% for voice calls, and no packet loss for fax and modem calls
Network Requirements
Impact of Long Network Outages
The ShoreTel system is a completely distributed system in which each ShoreGear voice
switch provides all call control functionality for inbound and outbound calls, as well as
features such as transfer, conference, pickup, and trunk selection. When there is a long
network outage, the switches will detect the problem and run isolated from the switches
that can no longer be reached. In the ShoreTel system, switches communicate every 30
seconds and disconnect when there is no response after 60 seconds.
9.4.6
Bandwidth Management
In addition to the network requirements discussed above, bandwidth management
techniques need to be deployed to ensure that real-time voice data is not affected by bursts
or high amounts of data traffic.
9.4.6.1
Local Area Network
To manage bandwidth in the local area network (intra-site) and meet the requirements for
toll-quality voice, use Ethernet switching. Ethernet switching is cost effective and simple to
provision. Your LAN configuration requirements will vary depending on your
infrastructure and whether your network includes IP phones.
IP phones sample the user’s voice and convert the voice signal to IP packets using the Real
Time Protocol (RTP). These packets must be tagged for higher prioritization in the
network. ShoreTel IP phones have embedded Ethernet switches and will automatically
prioritize voice traffic ahead of any data traffic coming from daisy-chained personal
computers (for example, large files transfers and email).
On the local area network, there are several methods to prioritize voice packets, including:
IP Precedence = 5 (configurable, recommendation is 5)
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DiffServ/ToS = EF (configurable, recommendation is EF)
UDP (Dest. port) = 5004 (when not using SIP)
The Ethernet switch infrastructure should be configured to prioritize traffic using one of
these methods. This allows the voice traffic arriving at the switch to travel ahead of the data
traffic.
ShoreTel customers typically choose to prioritize DSCP since this configuration is easy to
set up on smart Ethernet switches.
When IP phones are used, the desktop connection to the user’s computer and phone must
also be part of your switched Ethernet network. The user’s phone is connected to the port
on the Ethernet switch, and the user’s computer or other data device is connected to the
integrated two-port Ethernet switch inside the IP phone. In this configuration, the switch
port connected to the phone must be configured to prioritize the voice packets from the
phone above the data packets.
PCs connected through IP phones will lose their connection to the network if the IP phone
loses power.
Voice quality can be guaranteed by putting each of the ShoreGear voice switches and the
ShoreWare server on its own Ethernet switch port. A network with this topology meets the
bandwidth, jitter, and latency requirements for toll-quality voice without the additional
need for special prioritization of voice packets.
9.4.6.2
Virtual LANs
An alternative method to prioritize voice over data is to create a separate virtual LAN
strictly for your voice traffic. The ShoreTel IP phone as well as the ShoreGear voice
switches can be configured on a specific VLAN.
Set the voice VLAN for higher prioritization in the network. The Ethernet switch
infrastructure needs to be configured to prioritize the voice VLAN. This allows the voice
traffic arriving at the switch to travel ahead of the data traffic.
9.4.6.3
Wide Area Network
To manage bandwidth in the wide area network, prioritize your voice traffic ahead of your
data traffic. The voice packets on the ShoreTel system always travel on UDP port 5004, so
you simply prioritize this UDP port within your routers with priority queueing. You can
prioritize based on the voice switch IP address, the MAC address, or the physical port on
the Ethernet switch. As an additional step, you can also prioritize the distributed call
control signaling that always travels on UDP port 5440 through UDP port 5445.
If the voice traffic for the call needs to flow across a WAN link, the routers needs to be
configured to prioritize voice ahead of data using one of the two tagging methods, DiffServ/
ToS or UDP 5004.
ShoreTel customers typically choose to prioritize UDP 5004 to avoid costly network
upgrades since older routers and more Ethernet switches support this function.
Additionally, configuring UDP 5004 for prioritization is easy to set up.
9.4.6.4
Client Bandwidth
ShoreTel Communicators communicate with the ShoreWare server for call information and
control, configuration changes, and advanced services such as extension monitoring. Table
9-8 provides an estimate of the client bandwidth used for each of the ShoreTel
Communicator applications.
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ShoreTel Communicator
Bandwidth Use
Personal
.2 Kbps
Professional
.2 Kbps
Operator
.2 Kbps + 1.5 Kbps
Extension Monitor
1.5 Kbps per monitored extension
Workgroup Agent
.25 Kbps
Queue Monitor
6.5 Kbps per queued call
Workgroup Supervisor
.25 Kbps
Queue Monitor
6.5 Kbps per queued call
Agent Monitor
1.5 Kbps per agent
Table 9-8
9.4.7
Planning and Installation Guide
Typical ShoreTel Communicator Bandwidth Use
Distributed Call Control Signaling
Voice switches maintain communication with each other. A single voice switch maintaining
basic connectivity with 59 other voice switches consumes less than
1.5 Kbps of bandwidth.
9.4.8
Admission Control in the Wide Area Network
To ensure that your voice traffic does not overwhelm the wide area network and degrade
voice quality, the ShoreTel system has an Admission Control feature. From ShoreWare
Director, you can limit the amount of WAN bandwidth used for telephone calls on a persite basis. For a telephone call to be established between sites, admission control must be
met at both sites. If the admission control limit is reached at a site, additional calls cannot
be placed to or from the site, thus ensuring the voice quality of calls already in progress. If
the user is making an outbound call, the call is automatically routed out of a trunk at the
site. When making an extension-to-extension call, the user is informed that there is
insufficient network bandwidth to complete the call. The user can try again later or dial the
external number of the other user.
If PSTN failover is enabled for a user extension, the user’s extension-to-extension calls are
automatically routed to the public switched telephone network (PSTN) when there is
insufficient bandwidth for an IP connection to phone.
9.4.9
Spanning Tree Protocol
Spanning Tree Protocol (STP) is used by Ethernet switches and routers to determine if
there are multiple paths on the network between any two endpoints. You must disable STP
on any network port that has a ShoreGear switch or ShoreWare server connected.
9.4.10 Traffic Shaping to Reduce Bottlenecks
Given that more applications are requiring WAN bandwidth, the need to optimize is
increasingly important. This is particularly true for enterprises that want to deploy voice
over virtual networks where quality of service and traffic shaping are required. With traffic
shaping, it is possible to set policies that determine who or what gets top priority. For
example, by prioritizing the various flows of traffic, an administrator can make sure that
UDP (voice) traffic gets a higher priority than FTP (file download) traffic.
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9.4.11 Echo Cancellation
Echo in a voice communication system is caused by signal reflections generated by the
electrical circuits called hybrids that convert between two-wire (shared transmit and
receive pair) and four-wire circuits (separate transmit and receive pairs). These reflections
cause the speaker’s voice to be heard in the speaker’s ear as delayed by many milliseconds.
Echo is present even in the traditional circuit-switched telephone network, but since the
delay in a local circuit-switched call is so low, the echo is not perceivable. On a packetbased voice network, there is more delay, and the speaker may perceive the echo if it is not
properly cancelled.
The DSP software on the ShoreGear voice switches provides dynamic echo cancellation.
When a user places an extension-to-trunk call using an analog trunk on a ShoreGear voice
switch, the user’s voice bounces off the initial four-wire to two-wire conversion in the
analog trunk circuit, then off the two-wire to four-wire in the central office, and finally off
the called party’s telephone. This echo returns from the central office and is cancelled by
the echo canceller on the trunk port of the voice switch. The echo from the called party’s
phone, however, is usually cancelled or suppressed by the central office. If this echo is not
cancelled, the user may hear himself or herself talking.
In the opposite direction, the external person’s voice bounces off the user’s telephone. This
echo returns from the telephone and is cancelled by the echo canceller on the telephone
port of the voice switch. If this echo is not cancelled, the external party hears himself or
herself talking. This same process of echo cancellation applies to extension-to-extension as
well as trunk-to-trunk calls.
ShoreGear switches can cancel echo received up to 16 msecs after being sent.
9.4.12 Resultant Voice Quality
As stated earlier, the ShoreTel system has been recognized for excellent voice quality. This
is a result of the excellent hardware and software design that minimizes latency and
dynamically adapts to the effects of jitter, packet loss, and echo introduced by the network.
There are two subjective testing methods that are used to evaluate voice quality. A method
called Mean Opinion Score (MOS) is an open test in which a variety of listeners judge the
quality of a voice sample on a scale of 1 (low) to 5 (high). There is general industry
agreement on the theoretical maximum MOS value on a per codec basis that can be
achieved (see Table 9-9).
Codec
Data Rate (Kbps)
MOS
Linear
128
4.5
G.711
64
4.1
ADPCM
32
3.85
G.729a
8
3.85
Table 9-9
Theoretical MOS Maximum Scores
Both the MOS test method and an interactive test method were used by Miercom. The
interactive test focused on the conversational quality of the call. The results are shown in
Table 9-10. The ShoreTel MOS scores are higher than the industry-standard values. This is
likely a result of the subjective nature of the head-to-head test, which scores a relative
ranking rather than an absolute ranking.
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Codec
Data Rate (Kbps)
MOS
Interactive
Linear
128
Not tested
Not tested
G.711
64
4.46–4.87
4.66
ADPCM
32
3.96–4.05
4.33
G.729a
8
Not tested
Not tested
Table 9-10
ShoreTel MOS and Interactive Test Results
9.5
WAN Technology Choices
9.5.1
Minimum Bandwidth Requirements
The minimum WAN bandwidth required to deploy a voice switch at a site depends on the
number of calls expected. With ADPCM, a single call consumes 52 Kbps, and if this call
becomes a conference call, another 52 Kbps is needed, yielding a total of 104 Kbps. From a
broadband perspective, the first available technology is 128 Kbps (ISDN), which leaves
only 24 Kbps for other IP traffic. For teleworking applications, where only a single call is
needed, 128 Kbps can be used. For other sites on the voice network, the minimum
bandwidth recommended is 384 Kbps.
Various technologies are available from different service providers to provide IP
connectivity between locations, as shown in Table 9-11.
Technology
Upstream Bandwidth Kbps Downstream Bandwidth Kbps Calls with ADPCMa
T1
1544
1544
26
Frame Relay
Varies
Varies
Varies
SDSL
1544
1544
26
SDSL
1024
1024
17
SDSL
768
768
13
SDSL
512
512
8
SDSL
384
384
6
IDSL
144
144
1 call only
ADSL
128
1,000 (varies)
1 call only
Cable
128 (varies)
1,000 (varies)
1 call only
ISDN BRI
128
128
Not supported
Dial-up modem
28.8–56
28.8–56
Not supported
Table 9-11
IP Connectivity Chart
a. Your bandwidth will vary, based on the WAN overhead for your particular system.
9.5.2
Leased T1
Leased T1 facilities are the most robust WAN technology available. Leased T1s are point-topoint links that inherently meet the network requirements for toll-quality voice since no
ISP is involved. Dedicated T1s are priced on a per unit distance basis, making this a very
cost-effective option over short distances.
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9.5.3
Chapter 9: Network Requirements and Preparation
Frame Relay
Frame Relay is a viable option as long as you get a committed information rate (CIR) that
meets the bandwidth and network requirements for toll-quality voice communications.
9.5.4
SDSL
SDSL is considered “business-to-business” DSL in which you can negotiate a service level
agreement with the service provider. Unlike T1, SDSL is priced on a flat bandwidth basis,
making the price “distance insensitive” and cost-effective over long distances.
Although this is an excellent option, especially moving forward, ShoreTel has found the use
of SDSL challenging, since the service providers often commit to a Service Level Agreement
(SLA) they cannot fulfill. Many service providers have grown very fast, and the IP network
is a patchwork of devices. These service providers are usually geared toward providing
bandwidth for typical data applications, and a voice application highlights weaknesses in
their network. Only with joint troubleshooting of the service provider’s network, using
tools such as ping plotters, has ShoreTel been able to achieve the SLA the service provider
promised.
9.5.5
IDSL
IDSL modems, which have an uplink and downlink speed of 144 Kbps, can be considered
for teleworking applications. The actual performance will vary based on your service
provider and your applications.
9.5.6
ADSL
ADSL modems, which have an uplink speed of 128 Kbps, can be considered for
teleworking applications. The actual performance will vary based on your service provider
and your applications.
9.5.7
Cable Modems
Cable modems, which can have an uplink speed of 128 Kbps, can be considered for
teleworking applications. The actual performance will vary based on your service provider
and your applications.
9.5.8
ISDN BRI
ISDN BRI is not supported at this time.
9.5.9
Dial-Up Modems
Because of their inherent latency and low bandwidth, dial-up modems are not supported.
9.6
IP Address Assignment
Each ShoreGear voice switch requires one IP address. Each software server must be
configured with a static IP address. You can use one of the following to serve an IP address
to a voice switch:
DHCP on a network server
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The BOOTP server integrated into ShoreWare Director
The maintenance port on the front of the ShoreGear switches that provide a
maintenance port. Refer to Appendix G, starting on page 303, for the location of
the Maintenance port on ShoreGear switches.
If a voice switch has been configured to request a dynamic IP address, it puts a DHCP/
BOOTP request on the network when powered on. If the voice switch receives a response,
it uses the new IP address. If no response is received, it reverts to the previous IP address. If
there is no previous IP address, the voice switch continues trying to get an IP address.
If you use a DHCP server on the network, ShoreTel recommends that you configure
reserved IP addresses such that the IP addresses of the voice switches do not inadvertently
change.
If you do not have a DHCP server on the network, you can use the BOOTP server
integrated into ShoreWare Director to assign IP addresses. ShoreTel does not support
running DHCP on the ShoreWare server for serving either ShoreGear voice switches or
other equipment.
The maintenance port can be used to configure the networking parameters.
The following recommendations will assist you with IP address assignment:
Ensure there is only one DHCP server on the network. If you have multiple DHCP
servers on the network, you risk giving the voice switches an errant IP address that
will remove the voice switches from service until the problem is corrected.
The ShoreTel system must be on a private network in some situations and on a
public network in other instances. For example, if the enterprise is using a firewall
with Network Address Translation (NAT), all remote facilities must establish VPN
connections to the headquarters and be on the same private network. If the
enterprise is not using NAT but is using firewalls, all remote locations must use
public IP addresses.
Each IP telephone must be configured with a single unique IP address. You can
configure the IP telephone through DHCP or manually on the telephone.
Telephones at different sites must be configured on different subnets or assigned
from different address ranges so that the ShoreTel system can properly assign the
voice switch for the IP telephone site.
9.7
Configuring DHCP for ShoreTel IP Phones
The ShoreTel server provides the IP phones with the latest application software and the
configuration information that enables the IP phone to be automatically added to the
ShoreTel system. The ShoreTel server’s address must be provided to the phone as a vendorspecific DHCP option. ShorePhones are preconfigured to look for the ShoreTel server’s
address to be specified as Vendor Specific DHCP option 156. If these options are not
available, the ShoreTel IP phones will use option 66.
To set up DHCP option 156 for ShorePhone-IP110/115/212k/230/530/560/560g
telephones on a Microsoft DHCP server:
Step 1 Open DHCP Manager on your Microsoft DHCP server.
Step 2 Right-click the DHCP server, and select Set pre-defined options.
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If your organization is separated into separate subnets, make sure to select the proper
subnet. For example, if you have a global organization and would like to configure the
DHCP server to deliver the Spanish tones and cadences only to the IP phones in your office
in Spain, you should make sure to select that particular subnet of users. If you do not
specify the subnet, then all phones that boot from this DHCP server will receive Spanish
tones and cadences.
Step 3 Click Add.
Step 4 Set Name to IP Phone Boot Server.
Step 5 Set Data Type to String.
Step 6 Set Code to 156 and add a description, if desired.
Step 7 Navigate to the scope options and add option 156.
Step 8 Set the value of option 156 to:
ftpservers=ip_address, country=n, language=n, layer2tagging=n, vlanid=n
where ip_address equals the IP address of your ShoreWare Headquarters
server.
Refer to Table 9-12 for a list of country codes. Selecting the appropriate country
code ensures that the phone has the proper ring tones and cadences needed for
a particular country.
Code
Country Namea
1
United States of America
2
Canada
3
France
4
Italy
5
Germany
6
Spain
7
United Kingdom
8
Australia
9
Hong Kong
10
Malaysia
11
Singapore
12
Brazil
13
Netherlands
14
New Zealand
15
Portugal
16
Ireland
17
Belgium
Table 9-12
Country codes
a. Check with your system administrator or ShoreTel representative to determine the
level of support for a selected country.
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Refer to Table 9-13 for a list of language codes. Selecting the appropriate
language code ensures that the phone displays the text in the proper language
(e.g. abbreviations for days and months, and messages indicating that the
phone is requesting service or indicating that service is unavailable).
Code
Language (Country)
1
English (US)
2
Spanish (Spain)
3
German
4
English (UK)
5
French
6
Dutch
7
Spanish (Castilian)
Table 9-13
Language codes
Step 9 Connect the Ethernet cable into the data jack on the back of the IP phone.
The phone downloads the latest bootROM and firmware from the ShoreTel
server and in the process, reboots several times. When the phone displays the
date and time, the boot and upgrade process is complete.
9.8
Configuring Automatic VLAN Assignment via
DHCP
You can configure an IP phone to automatically determine its VLAN id via DHCP. When
the phone boots for the first time, it will acquire an IP address via DHCP similar to any
other network device. However, the DHCP response will also specify (using a proprietary
DHCP option), the VLAN id for the phone to use. Then, the phone will release the IP
address originally assigned to it and will reboot. After reboot, all packets are tagged with
the VLAN id specified in the original DHCP response.
The following phones are unaffected by this features: AP100 and AP110.
The Automatic VLAN Assignment feature is not configured through ShoreWare Director.
Configuration changes are performed at the DHCP server. Parameters related to Automatic
VLAN Assignment (along with their supporting text) have been italicized in the procedure
that follows to make them easier to spot.
To configure Automatic VLAN Assignment via DHCP on a Microsoft DHCP server:
Step 1 Open DHCP Manager on your Microsoft DHCP server.
Step 2 Right-click the DHCP server and select Set pre-defined options.
Step 3 Click Add.
Step 4 Set Name to IP Phone Boot Server.
Step 5 Set Data Type to String.
Step 6 Set Code to 156 and add a description, if desired.
Step 7 Navigate to the scope options and add option 156.
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Step 8 Set the value of option 156 to:
ftpservers=ip address, Layer2Tagging=N, VlanId=X
FtpServers always needs to be set to a ShoreWare server and is a pre-existing
parameter.
Layer2Tagging is a new parameter.
Purpose: enable/disable 802.1Q, default is disabled
Format: Layer2Tagging=N
where N=0 is disable, N=1 is enable
VlanId is a new parameter.
Purpose: VLAN id when 802.1Q is enabled, default is zero
Format: VlanId=X
where X is a VLAN id between 0 and 4094
E.g., the following would enable VLAN tagging using a VLAN id of 10:
FtpServers=192.168.0.13,Layer2Tagging=1,VlanId=10
9.9
Time Services
When IP phones are used, time services must be available to maintain the telephone’s date
and time display. This requires a server that supports the Simple Network Time Protocol
(SNTP).
If you do not run an NTP server within your organization, you may use a public accessible
time servers used by the NIST Internet Time Service (ITS), shown in Table 9-14.1
In addition, you must configure your DHCP server to provide the correct GMT offset to the
IP phones at each site. See Section 16.4 on page 229 for more information.
Name
IP Address
Location
time-a.nist.gov
129.6.15.28
NIST, Gaithersburg, Maryland
time-b.nist.gov
129.6.15.29
NIST, Gaithersburg, Maryland
time-a.timefreq.bldrdoc.gov
132.163.4.101
NIST, Boulder, Colorado
time-b.timefreq.bldrdoc.gov
132.163.4.102
NIST, Boulder, Colorado
time-c.timefreq.bldrdoc.gov
132.163.4.103
NIST, Boulder, Colorado
utcnist.colorado.edu
128.138.140.44
University of Colorado, Boulder
time.nist.gov
192.43.244.18
NCAR, Boulder, Colorado
time-nw.nist.gov
131.107.1.10
Microsoft, Redmond, Washington
nist1.symmetricom.com
69.25.96.13
Symmetricom, San Jose, California
nist1-dc.glassey.com
216.200.93.8
Abovenet, Virginia
nist1-ny.glassey.com
208.184.49.9
Abovenet, New York City
Table 9-14
NTP Time Servers
1. This list was obtained at http://www.boulder.nist.gov/timefreq/service/time-servers.html
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Name
IP Address
Location
nist1-sj.glassey.com
207.126.98.204
Abovenet, San Jose, California
nist1.aol-ca.truetime.com
207.200.81.113
TrueTime, AOL facility, Sunnyvale, California
nist1.aol-va.truetime.com
64.236.96.53
TrueTime, AOL facility, Virginia
Table 9-14
NTP Time Servers
9.10 Virtual Private Network (VPN)
With the increasing desire to leverage the public Internet, and the concern about security,
IP VPNs (Internet Protocol Virtual Private Networks) are becoming the secure access of
choice. IP VPNs establish secure communications between employees, branches, or
partners by using strong IP-based encryption and authentication techniques for transport
security over the public Internet.
IP VPNs are typically viewed as falling into three major categories: remote access VPNs,
intranets (company site-to-site), and extranets (business-to-business). These services are
being adopted by companies of all sizes as a result of the powerful combination of highspeed access links and public networks. An example is the use of high-speed, low-cost
broadband DSL connectivity to enable teleworkers or branch offices to link securely with
the company network via the Internet, as if they were accessing the LAN at the office
including all network applications. A sample VPN configuration is shown in Figure 9-1.
Figure 9-1
VPN Topology
IP VPNs can be provided via hardware or software solutions located at the remote facility
(branch office or teleworker’s home) and the customer premises. These devices or solutions
use technologies such as tunneling, encryption, and authentication to guarantee secure
communications across a public infrastructure.
All the components of your ShoreTel system must exist in the same enterprise private
network. VPNs can be used to bridge your private networks across the Internet so that the
networks for two buildings are both part of the same private network. For multiple
locations that share a private network, bandwidth calculations should include the effective
bandwidth inside the private network, rather than the raw bandwidth.
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9.10.1 Tunneling
Tunneling encapsulates one type of data packet into the packet of another protocol.
Multiple tunneling protocols are used today on the market:
PPTP (Point-to-Point Tunneling Protocol): PPTP includes compression and
encryption techniques. This protocol was introduced by Microsoft to support
secure dial-up access for its desktop, which corresponds to a large share of the
desktop market.
L2F (Layer 2 Forwarding): Introduced by Cisco Systems, L2F was primarily used
to tunnel traffic between two Cisco routers. It also allows IPX traffic to tunnel over
an IP WAN.
L2TP (Layer 2 Tunneling Protocol): L2TP is an extension the PPP (Point-to-Point
Protocol) that merges the best features of L2F and PPTP. L2TP is an emerging IETF
(Internet Engineering Task Force) standard.
IPSEC: This is a collection of security protocols from the Security Working Group
of the IETF. It provides ESP (Encapsulating Security Payload), AH (Authentication
Header), and IKE (Key Exchange Protocol) support. This protocol, mature but still
technically in a draft format, is currently considered the standard for encryption
and tunneling support in VPNs.
For PPTP, IP VPN tunneling adds another dimension to the tunneling. Before
encapsulation takes place, the packets are encrypted so that the data is unreadable to
outsiders. Once the encapsulated packets reach their destination, the encapsulation
headers are separated, and packets are decrypted and returned to their original format.
The L2TP tunneling protocol does not encrypt before encapsulation. It requires the IPSEC
protocol to take the encapsulated packet and encrypt it before sending it over the Internet.
9.10.2 Encryption
See Section 9.12 on page 131 for more information about ShoreTel’s proprietary media
encryption methods.
Encryption is the marking, transforming, and reformatting of messages to protect them
from disclosure and maintain confidentiality. The two main considerations with encryption
are the algorithm, such as Triple Pass DES (112 bits), RCA (128 bits), and Triple DES (168
bits), and the management of the distribution of encryption keys (IKE and PKI). These
more recent keys, which support more than 100 bits, have been a major driver in the
success of IP VPNs. They make it extremely difficult to hack into enterprise computer
systems without an investment of millions of dollars in equipment.
Encryption starts with a key exchange that must be conducted securely. The IKE (ISAKMP/
Oakley) protocol has been considered the most robust and secure key exchange protocol in
the industry to date. It is also a de facto standard for service providers and product vendors
requiring the highest level of security for their VPN solutions. PKI (Public Key
Infrastructure), new to the key management scene, is currently thought to be the long-term
solution to simplifying the management of VPNs. The industry is still evaluating and
testing PKI, with some initial deployments beginning to occur.
9.10.3 Performance
From an IP VPN1 performance perspective, encryption can be a CPU-intensive operation.
As a result, enterprises must evaluate VPN products in two primary areas as they relate to
encryption. The first is whether the maximum throughput decreases substantially when
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encryption is used, and the second is whether a consistent throughput can be maintained
when encryption is enabled. Typically, the trade-off between performance and price is
debated from a software-based versus hardware-based encryption perspective.
9.10.4 Integrated Security Appliances
A number of major vendors provide integrated broadband security appliances to eliminate
security concerns. These devices use custom ASICs to deliver wire-speed firewall, Triple
DES IPSec VPN, and traffic shaping in an easy-to-deploy, cost-effective solution. Installing
a security appliance, such as a NetScreen-5, eliminates the need to deal with complex PC
software installations and allows IT to centrally manage the security policies of these
remote offices and teleworkers. The firewall protection secures sensitive data at the remote
site and can prevent both U-turn attacks and the launching of denial-of-service attacks
from these computers. By combining broadband access technologies with an integrated
security appliance, enterprises and service providers can safely and securely capitalize on
all of the benefits of the broadband Internet.
9.11 Firewalls
A firewall is the first major purchase and the foundation of network security
(Figure 9-2). It prevents unauthorized access to the network or web site by examining both
incoming and outgoing traffic. Based on the predefined security policies, each individual
packet is inspected and processed. Any type of traffic that is deemed to be “illegal” (based
on rules that specify protocol type, source or destination IP address, and so on) is not
allowed through the firewall. Using this tool, administrators can achieve tight control over
the activities they allow into and out of their corporate network or e-business site. In a
corporate network, a firewall prevents intruders from accessing corporate resources while
allowing employees Internet access. In an e-business site, it allows outside access to the
web server while preventing unauthorized access or attacks.
Often, a typical network access point, called a DMZ (demilitarized zone), is implemented
to offer an “outside” presence for e-commerce clients, e-business partners, and web surfers.
The DMZ acts as the gateway through which all Internet communications with the
company or site transpire. It allows for controlled access to front-end web servers while
protecting mission-critical resources (databases, routers, servers, and so on). Thus, the
DMZ needs to be flexible, reliable, and available.
The firewall is often the first line of defense in this environment. Always vigilant, this
device must look into all traffic for the site. As part of its duty, the firewall recognizes and
deals with denial-of-service attacks, such as TCP SYN flood and Ping of Death. In each of
these attacks, the hackers are simply attempting to overwhelm the devices that provide an
Internet presence for the company.
With a TCP SYN flood, a stream of TCP SYN packets is sent to the receiving device (often
the firewall). The finite memory and size of the TCP entry tables can be overrun by
spurious SYN packets, preventing any real users from making a TCP connection required
for HTTP communications.
An ICMP flood attack also floods a device, by streaming ICMP echo packets at a recipient
destination. This flood of packets requires the device to process and respond to these pings,
burning precious resources and preventing other traffic from being serviced. By examining
the site’s traffic patterns, advanced firewalls can apply logical rules that prevent the device
1. Note that Internet VPNs, though useful for data, may not offer sufficient protection against latency and
packet loss for VoIP.
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Figure 9-2
Chapter 9: Network Requirements and Preparation
Firewalls
from trying to keep up with the denial-of-service attack traffic. They also prevent this
traffic from reaching the valuable web, application, and database servers that create your
Internet presence and service your customers.
By using firewalls in conjunction with the DMZ design technique, many businesses and
service providers are striving to present as much information without permitting unwanted
access to the corporate resources.
One way to keep your mission-critical resources as private as possible, while still allowing
for a strong Internet presence, is to use Network Address Translation (NAT). NAT offers the
outside world one, or a few, IP addresses. This allows a manager to set up whatever internal
IP addressing scheme may be required by corporate policies and business needs. An
internal resource’s IP address (source IP) is changed as it passes through the NAT function
to one of the “outside” IP addresses. Thus, the external world does not know any of the
enterprise’s internal IP addresses. Only the NAT device presents an IP address that is
known, and used by external devices. The NAT device keeps track of these conversations
and performs the IP address translation as needed.
Extending the private network of the corporate LAN to remote sites via VPN is a proven
method of deploying a ShoreTelShoreTel system across multiple sites. All IP telephony
endpoints (such as ShoreWare server(s), ShoreGear switches, and IP telephones) should
participate in the same private network, with firewalls between ShoreTel equipment and
the public Internet. If needed, you can elect to open access to the ShoreWare server(s) to
access ShoreWare Director via HTTP, using the same precautions you would when
exposing any critical server’s web services to the public network.
Configuring firewalls to function correctly with VoIP traffic is very difficult. ShoreTel does
not recommend deploying ShoreTel equipment across firewalls.
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9.12 Media Encryption
In addition to using a VPN or a firewall, another method of enhancing the security on your
network is to enable the ShoreTel media encryption feature. Media encryption, as the name
suggests, encrypts calls between users on a ShoreTel system. The encryption scrambles
communications between callers so an intruder on the network cannot eavesdrop on the
conversation.
The ShoreTel encryption algorithm utilizes dynamically generated keys to encrypt the RTP
data for the media stream. The payload inside the RTP packets is encrypted by the sending
party, and the transmission is decrypted by the receiving party. The ShoreTel algorithm was
selected due to its reliability, simplicity and its efficiency – it places very little burden on the
switch's CPU even during maximum loads.
9.12.1 Details:
TCP/IP and UDP packet headers are not encrypted.
Only calls inside a ShoreTel network will be encrypted. Once the call passes
through TDM or analog trunks or via SIP, the encryption is stripped away and the
conversation is no longer encrypted.
The encryption algorithm handles the key exchange between the sending and
receiving parties at the time of call setup. If the call starts off without encryption,
and encryption is enabled during the middle of a call, the call will remain
unencrypted.
There is no difference in the user experience for encrypted and unencrypted calls.
Encryption is essentially transparent, and the user will not know if the call is being
encrypted or not.
Encryption is not supported on the SoftSwitch, so calls to voice mail or auto
attendant are not encrypted.
9.12.2 Supported Platforms
The media encryption feature is supported on the following hardware.
Platform Type
Model
Switches
• ShoreGear 1U Half-width voice switches
• ShoreGear 1U Full-width voice switches
IP Phones
• IP110
• IP115
• IP210
• IP212k
• IP230
• IP265
• IP530
• IP560
• IP560g
• IP565g
Table 9-15
ShoreTel 11.1
Platforms Supporting Media Encryption
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For instructions on enabling media encryption, refer to the section on Call Control
Options in the ShoreTel Administration Guide.
9.13 Session Initiation Protocol (SIP)
There are no special network requirements necessary for deploying SIP. The general system
requirements should prove adequate for SIP support. With that in mind, please note the
following:
SIP devices are supported behind NAT(Network Address Translation) as long as
they are configured statically.
To communicate with a SIP device or service provider providing IP trunks over the
Internet, you must be able to pass SIP traffic through your firewall. This requires a
SIP application layer gateway – a feature provided by some firewall vendors.
SIP signaling uses UDP port 5060.
When using SIP, the RTP port for the voice media stream is dynamic and the SIP
endpoints may not always use the same ports to exchange information (in contrast
with ShoreTel’s proprietary protocol, which always uses port 5004). Thus, if you are
using SIP, you must deselect the “Always Use Port 5004 for RTP” check box on the
Call Control Options page in Director so that it is not fixed at 5004.
9.14 Example Network Topologies
9.14.1 Single-Site Implementation
Figure 9-3 is an example of a simple, single-site implementation.
Figure 9-3
Single Site
9.14.2 Multisite Implementation
Figure 9-4 is an example of a multisite implementation with various WAN technology
choices.
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Figure 9-4
Planning and Installation Guide
MultiSite Options
9.15 Computing Admission Control Bandwidth
This section discusses how to compute the admission control bandwidth for the site you
are configuring on the Site edit page—that is, the appropriate value for the Admission
Control Bandwidth parameter. If you want to determine the admission control bandwidth
for your site and the information is not available in this section, use one of the following
formulas:
To determine the admission control bandwidth:
Bandwidth = (# of calls) x (bandwidth/call)
To determine the number of calls supported with a specific admission control
bandwidth value:
# of calls = (admission control bandwidth) / (bandwidth/call)
ShoreTel automatically negotiates the proper voice encoder at call setup. For calls between
sites, the call control software requests the voice encoder based on what is selected for
inter-site voice encoding as defined on the Call Control Options edit page. The call control
software will then make sure both endpoints on the call can support the requested voice
encoder.
For instance, for G.729a voice encoding to be used between two sites, the inter-site voice
encoding must be set to G.729a and the ShoreGear voice switches at each end of the call
must be G.729a-capable.
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9.15.1 WAN Bandwidth per Call (Full Duplex) Without cRTP
Table 9-16 defines the bandwidth, including IP overhead, that is used for each voice call
between sites when RTP Header Compression (cRTP) is not being used. The bandwidth
depends on the voice encoding used. For example:
If you want to support 10 calls between this site and all other sites, and G.729a
voice encoding is used, set the admission control bandwidth to 260 Kbps. Before
you enter this value, make sure the bandwidth is available at this site.
If you set your admission control bandwidth to 768 Kbps and G.729a voice
encoding is used, you can support up to 29 calls between this site and all other
sites.
ShoreTel recommends that you configure the admission control bandwidth to be less than
the bandwidth of the actual WAN link. This provides sufficient bandwidth for call control
signaling and other data traffic.
Bandwidth in Kbps
per Number of Calls
Linear
G.711
ADPCM
G.729a
1
146
82
52
26
2
292
170
104
52
3
438
255
156
78
4
584
340
208
104
5
730
425
260
130
6
876
510
312
156
7
1022
595
364
182
8
1168
680
416
208
9
1314
765
468
234
10
1460
850
520
260
11
1606
935
572
286
12
1752
1020
624
312
13
1898
1105
676
338
14
2044
1190
728
364
15
2190
1275
780
390
16
2336
1360
832
416
17
2482
1445
884
442
18
2628
1530
936
468
19
2774
1615
988
494
20
2920
1700
1040
520
21
3066
1785
1092
546
22
3212
1870
1144
572
23
3358
1955
1196
598
24
3504
2040
1248
624
25
3650
2125
1300
650
26
3796
2210
1352
676
27
3942
2295
1404
702
Table 9-16
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Bandwidth in Kbps
per Number of Calls
Linear
G.711
ADPCM
G.729a
28
4088
2380
1456
728
29
4234
2465
1508
754
30
4380
2550
1560
780
Table 9-16
Bandwidth Without cRTP
9.15.2 WAN Bandwidth per Call (Full Duplex) with cRTP
Some routers support a feature called RTP Header Compression (cRTP) that significantly
reduces the amount of IP overhead associated with voice over IP. Table 9-17 defines the
bandwidth used between sites when cRTP is being used. For example:
If you want to support 10 calls between this site and all other sites, and G.729a
voice encoding is used, set the admission control bandwidth to 120 Kbps. Before
you enter this value, make sure the bandwidth is available at this site.
If you set the admission control bandwidth to 256 Kbps and G.729a voice encoding
is used, you can support up to 21 calls between this site and all other sites.
ShoreTel recommends that you configure the admission control bandwidth to be less than
the bandwidth of the actual WAN link. This provides sufficient bandwidth for call control
signaling and other data traffic.
Bandwidth in Kbps per
Number of Calls
Linear
G.711
ADPCM
G.729a
1
132
68
38
12
2
264
136
76
24
3
396
204
114
36
4
528
272
152
48
5
660
340
190
60
6
792
408
228
72
7
924
476
266
84
8
1056
544
304
96
9
1188
612
342
108
10
1320
680
380
120
11
1452
748
418
132
12
1584
816
456
144
13
1716
884
494
156
14
1848
952
532
168
15
1980
1020
570
180
16
2112
1088
608
192
17
2244
1156
646
204
18
2376
1224
684
216
19
2508
1292
722
228
20
2640
1360
760
240
21
2772
1428
798
252
Table 9-17
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Bandwidth in Kbps per
Number of Calls
Linear
G.711
ADPCM
G.729a
22
2904
1496
836
264
23
3036
1564
874
276
24
3168
1632
912
288
25
3300
1700
950
300
26
3432
1768
988
312
27
3564
1836
1026
324
28
3696
1904
1064
336
29
3828
1972
1102
348
30
3960
2040
1140
360
Table 9-17
Bandwidth with cRTP
There are two ways to set admission control:
Determine the expected number of simultaneous intra-site calls for a site, and
multiply this number by the bandwidth required for each call for your selected
inter-site encoding.
When admission control is set this way, calls routing between sites will be blocked
if placing the call would exceed the number of calls supported by the configured
bandwidth.
For information about ShoreTel’s Admission Control feature, see Section 9.4.8 on page 119.
9.15.3 Setting Admission Control
The Admission Control Bandwidth parameters are set in the Site edit page of ShoreWare
Director. For information on setting this parameter, see Chapter 3, “Configuring Sites” in
the ShoreTel Administration Guide.
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H A P T E R
1 0
Server Requirements
The information in this chapter helps you determine the specific hardware and software
requirements for your main and distributed ShoreWare servers.
10.1 Checklist
Review the following server requirement topics before proceeding to the next chapter:
Task
Description
❑
Hardware Requirements
page 138
❑
Hard Disk Space Utilization
page 138
❑
Software Requirements
page 139
❑
Software Installation
page 139
❑
Additional Considerations
page 141
Table 10-1
Server Requirements Checklist
10.2 Recommendations
The following recommendations will assist you in procuring and installing your ShoreWare
server:
Use a dedicated server for the ShoreWare server. The ShoreWare server provides
voice mail, automated attendant, workgroups, and call detail recording, as well as
desktop call control services. These are all business-critical applications that
should run on a dedicated server.
ShoreTel does not support installation on a virtual server (such as VMware) as realtime voice applications such as voicemail may not have adequate system resources.
ShoreTel does not support the ShoreWare server for use as a Domain Controller.
Select a server from a reputable manufacturer. Servers from clone manufacturers
are not recommended for business-critical applications.
ShoreWare Call Quality Monitor (CQM) is software that diagnoses network issues
that may result in VoIP stability problems. Call Quality Monitor can be installed on
the same server as ShoreWare Headquarters or Distributed Server.
— When installing the CQM on the same device as a Headquarters Server, the
ODBC drivers supplied with CQM should not be installed.
— When installing the CQM on the same device as a Distributed Server,
installation of the ODBC drivers supplied with CQM is required to assure
proper CQM operation.
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10.3 Hardware Requirements
For ShoreTel 11.1 Server Hardware requirements and specifications, refer to Chapter 2 System Overview in this guide and the ShoreTel 11.1 - ShoreWare Release Notes.
10.4 Hard Disk Space Utilization
Approximately 1600 MB of hard disk space is used on the server for program software.
Additional hard disk space is used for voice mail, call detail records (main server only), and
log files.
Type
Space Required
ShoreWare Server
1600 MB
ShoreWare Remote Server
800 MB
ShoreWare Client
600 MBa
Table 10-2
a.
Hard Disk Space Requirements
This amount may be necessary when installing off the network due to the installer also being copied.
10.4.1 Voice Mail
Each user’s voice mail messages are stored on his or her respective server. The hard disk
space used on each server for voice mail varies depending on the number of users, the
number of messages per user, and the duration of each message.
You need approximately 30 MB of hard disk space per hour for voice mail storage.
Table 10-3 provides some conservative guidelines to estimate the amount of hard disk
space used for voice mail, assuming each user has 15 one-minute voice messages.
# Users
# Messages
Length (minutes)
Storage (hours)
Storage (GB)
100
15
1
25
0.8 GB
500
15
1
125
3.8 GB
1,000
15
1
250
7.5 GB
2,000
15
1
500
15.0 GB
3,000
15
1
750
22.5 GB
4,000
15
1
1,000
30.0 GB
5,000
15
1
1,250
37.5 GB
Table 10-3
Voice Mail Hard Disk Space
10.4.2 Call Detail Records
For each call on the system, call detail records are generated on the main server. The hard
disk space used on the server for call detail records varies depending on the call load on the
system. The amount of hard disk space for a typical system is shown in Table 10-4.
# Calls/Day
# Calls/Month (20 daysa) Storage/Month
Storage/ 3 Months
100
2,000
9 MB
Table 10-4
138
3 MB
Call Detail Records
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# Calls/Day
# Calls/Month (20 daysa) Storage/Month
Storage/ 3 Months
1,000
20,000
30 MB
90 MB
10,000
200,000
300 MB
900 MB
50,000
100,0000
1,500 MB
4,500 MB
Table 10-4
a.
Call Detail Records
20 working days per month (i.e. 4 weeks/month * 5 days/week = 20)
10.4.3 Log Files
Log files are generated on the system for the purposes of technical support. The hard disk
space used on the server for log files varies greatly, depending on the overall system activity.
The size of the log files on the server is controlled by parameters within ShoreWare
Director. Log files are stored between 1 and 30 days (default 7 days) with a size limit
between 0.5 GB and 5 GB (default 4 GB).
File Size
Storage (GB)
Minimum
0.5 GB
Default
4.0 GB
Maximum
30.0 GB
Table 10-5
Log File Hard Disk Space
10.5 Software Requirements
ShoreWare Main and Distributed Server software is tested and certified on the following
platforms:
• Windows Server 2003 SP2 (Standard, Enterprise) - 32 bit
• Windows Server 2003 R2 (Standard or Enterprise) - 32 bit
• Windows Server 2008 SP2 (Standard or Enterprise) - 32 bit
• Windows Server 2008 R2 (Standard or Enterprise) - 64 bit
• VMWare Vsphere 4.0
10.6 Software Installation
10.6.1 Installing Microsoft Windows Server 2003 Components
This section describes how to install the Microsoft Windows Server 2003 components.
Step 1 Install the Microsoft Windows Server 2003 components:
Under Application Server, enable the Internet Information Services (IIS)
option, including the following IIS sub-options:
— File Transfer Protocol (FTP) Service
— SMTP Service
— World Wide Web Service, including the following
❋ Active Server Pages
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❋
❋
❋
Internet Data Connector
Server Side Includes
World Wide Web Service
Unselect FrontPage Server Extensions.
FrontPage Server Extensions are installed by default. This option should be
disabled because these extensions have been a source of security problems
for servers. There are several exploits using these extensions that allow a
hacker to gain access to the file system.
Step 2 If you are using RDP and using Windows 2003, you must ensure the following:
There are no Remote Desktop sessions with Options set for Remote
Computer sound set to ‘Bring to this Computer’.
They must be configured to ‘leave at remote computer’.
10.6.2 Configuring DEP Settings Prior to Installing ShoreWare
We strongly recommended that prior to installing the ShoreWare software, you should
configure the Data Execution Prevention (DEP) settings such that DEP is only enabled for
essential Windows programs and services. The following procedure configures this setting:
Step 1 Click Start and then select Run.
Step 2 In the command prompt, type sysdm.cpl
Step 3 In the “System Properties” window, click the Advanced tab to display the
following:
Figure 10-1
Click the Advanced tab
Step 4 In the Performance section, click the Settings button.
Step 5 In the window that appears, click the Data Execution Prevention tab to display
the window shown in Figure 10-2:
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Figure 10-2
Planning and Installation Guide
Configuring DEP Performance Options
Step 6 There are two radio buttons. If it is not already selected, click the upper radio
button - Turn on DEP for essential Windows programs and services only to
select the Opt-In policy.
Step 7 Click OK two times to confirm your selection.
10.7 Additional Considerations
10.7.1 Terminal Services
With Windows Server 2003, Microsoft has included the ability to remotely access a server
with Remote Administration. In Windows 2003, set up Remote Administration by rightclicking My Computer and then clicking the Remote tab.
Remote Administration allows you to remotely administer a server across the network. In
particular, this allows you to launch a terminal session against the main and distributed
servers for the purposes of software installation.
ShoreTel also supports Citrix and Terminal Services for ShoreTel client applications. For
more information, see Appendix E, starting on page 277.
10.7.2 Adobe Acrobat Reader
Install Adobe Acrobat Reader on the server if you do not already have it, so that you can
access the online documentation. You can install Adobe Acrobat Reader from the
ShoreWare DVD Browser or download it from the Adobe web site.
10.7.3 DHCP on the ShoreWare Server
ShoreTel does not recommend that the ShoreWare server be used as a Dynamic Host
Configuration Protocol (DHCP) server. If you want to use the ShoreWare server to give out
IP addresses to the ShoreGear voice switches, you should use the BOOTP server included
within ShoreWare Director.
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10.7.4 Server Computer Name
You cannot change the computer name of the ShoreWare server after installation. The
ShoreWare server software uses Microsoft Transaction Server (MTS), whose license
package relies on the name of the computer. Not only will the ShoreWare server not start
properly, but you will break the package security if you change the name of the computer.
10.7.5 Server IP Address
The ShoreWare server should have a static IP address to eliminate the possibility that the
server will inadvertently get a new IP address, thus adversely affecting system operation.
10.7.6 Internet Information Server (IIS) Default Web Site
The web site for ShoreWare Director is <server_name>/ShoreWareDirector. You should not
change the default IIS web site of the server to redirect to ShoreWare Director, since this
will cause navigation problems within ShoreWare Director.
10.7.7 Access to the Distributed Server Maintenance Page
If you are using Microsoft Internet Explorer 6 and the distributed server is configured with
an IP address rather than a server name, you must enable session cookies on your client
computer to access the Distributed Server Maintenance Page.
In Internet Explorer, choose Tools > Options > Privacy tab > Advanced > Override automatic
cookies — Always allow session cookies.
10.7.8 Network Connection Before Installation
The server should be connected to the Ethernet network prior to installing the ShoreWare
software to ensure the installation properly recognizes the correct interface.
10.7.9 Workgroup Mode
The server should be configured as a “Workgroup” rather than as part of the domain to
avoid having group policies impact the DCOM / COM permissions. It is possible to place
the server on the domain after installation of the server software.
10.7.10 Microsoft Updates on the Server
ShoreTel performs weekly updates on test systems with the latest Microsoft server and
desktop patches. When releasing a new build, ShoreTel publishes Build Notes that lists the
Microsoft patches that are certified against the build. ShoreTel also highlights software
changes required by the MS patches.
The conservative approach is to turn off regular MS updates until you review the detailed
certification provided with each release.
10.7.11 Virus Protection on the Main and Distributed Servers
ShoreTel allows the use of industry standard virus protection software on the main and
distributed servers.
NOTE: The folders and sub folders MUST be excluded from Virus checker software or
disk backup/restore software.
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c:\Shoreline Data\temp
c:\Shoreline Data\Database\ShoreTelCDR
c:\Shoreline Data\Database\ShoreTelConfig
c:\Shoreline Data\Call Records 2\Data
WARNING: If the folders listed above are not excluded before installation, your
installation of ShoreWare 10 will fail and your system will rollback to the previous
version of ShoreWare. This will also result in a corrupted database if you perform
nightly backups.
10.8 Installing Microsoft Windows Server 2008
Components
ShoreWare servers require IIS, COM+, SMTP, and FTP. Other required tasks include
changing the SMTP and FTP startup type to automatic.
The following sections describe the selections required at pivotal steps in the installation
process. These steps must be completed as a prerequisite to installing or upgrading the
ShoreWare components discussed in this section.
NOTE: Windows Server 2008 must be activated through Microsoft before installing
ShoreWare Server and Remote Server.
10.8.1 Application Server Role
Figure 10-4 displays the required roles for the Application Server for ShoreTel. Selecting IIS
and COM+ ensures the installation of these services.
Step 1 Click the Server Manager icon on the Task bar or, select Start -> Programs ->
Administrative Tools -> Server Manager.
Step 2 In Server Manager right-click Roles and select Add Roles on the pop-up menu.
Note: You can also click the Add Roles icon on the right pane
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Figure 10-3
Installation Windows Role Services
Figure 10-4
Required Server Roles
Step 3 In Add Roles Wizard, click Server Roles on the left pane.
Step 4 In the Roles pane, click Application Server and Web Server (IIS).
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10.8.1.1 Web Server (IIS) Role Servers
Figure 10-5 displays the Web Server required roles.
Figure 10-5
Required Web Server Roles
Step 1 Access the Web Server Role by selecting Server Manager
Step 2 Right click on Server->Add Roles
Step 3 Select Web Server (IIS)-> Role Services
10.8.1.2 Web Server Roles
Select all Common HTTP Features
Select all Application Development Features
Select the following Health and Diagnostics Features
—
—
—
—
HTTP Logging
Logging Tools
Request Monitor
Tracing
Select all Security options
Select all Performance options
NOTE: You may need to scroll down the Web Role Server window to see all the
available options.
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10.8.1.3 Management Tools
Select all Management Tools options
10.8.1.4 FTP Publishing Service
Select all FTP Publishing Service options
10.8.2 Microsoft Server Features
ShoreWare requires the installation of SMTP Server. Figure 10-6 displays the Select
Features Installation panel.
.
Figure 10-6
Select Features Installation Panel
10.8.2.1 Microsoft Server Feature Properties
After SMTP and FTP are installed, the startup type must be changed from manual to
automatic. The following procedure changes the startup type for SMTP and FTP.
NOTE: Verify that the FTProot folder in the Inetpubs directory has at least read access.
Step 1 Access the Services table by selecting Server Manager -> Configuration -> Services.
Step 2 Open the Simple Mail Transfer Protocol (SMTP) Properties panel by right clicking
Simple Mail Transfer Protocol and selecting Properties on the context menu.
.
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Figure 10-7
Selecting SMTP Properties
Figure 10-8
SMTP Properties panel
Step 3 Select Automatic on the Startup Type drop down menu, then click the OK button.
Step 4 Return to the Services table.
Step 5 Open the FTP Publishing Service properties panel by right clicking FTP Publishing
and selecting Properties on the context menu.
Step 6 Select Automatic on the Startup Type drop down menu, then click the OK button.
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H A P T E R
1 1
Installing ShoreTel Voice Switches
This chapter provides planning and installation information for the ShoreTel voice
switches. Information on switch connectors and LEDs can be found in Chapter 14, starting
on page 191.
11.1 Checklist
Review the following topics before proceeding to the next chapter:
Task
Description
Planning
page 149
Mounting the ShoreTel Voice Switches
page 149
Installing a Voice Switches
page 150
RJ-21X Cable Retainer Installation
page 151
ShoreWare Director Switch Configuration
page 151
Table 11-1
Installing ShoreTel Voice Switches Checklist
11.2 Planning
The requirements to install a ShoreTel voice switch are basically the same as any multisite
installation. Please refer to the previous chapters in this guide for more information.
In summary, you must ensure that:
The IP network between the main and remote site meets the bandwidth, latency,
jitter, and packet loss requirements for a multisite installation.
The IP network between the main and remote site has quality of service in place
such that voice travels ahead of data.
You have appropriate firewall considerations in place, including VPN if applicable.
11.3 Mounting the ShoreTel Voice Switches
To stack the ShoreTel voice switch in a rack:
Step 1 Remove the voice switch from its shipping container.
Step 2 Place the switch on a flat platform, such as a shelf.
Step 3 Up to three switches can be stacked on top of each other.
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To mount a full-width ShoreTel voice switch in a rack with brackets:
Step 1 Remove the voice switch from its shipping container.
Step 2 Attach the two mounting brackets, included with the ShoreTel voice switch,
using the provided screws.
Step 3 Use standard screws to mount the switch in the rack.
To mount a half-width ShoreTel voice switch in a rack with brackets:
Step 1 Remove the voice switch from its shipping container.
Step 2 Mount a ShoreTel Dual Tray into the rack with the screws provided.
Step 3 Install the half-width switch into the tray on either the left or right side of the
tray. Two half-width switches can be placed in the same tray.
Step 4 Use standard screws to mount the switch in the tray.
Refer to the Quick Install Guide for the ShoreTel Dual Tray (included with half-width
switches) for details.
11.4 Installing a Voice Switches
The DHCP/BOOTP server must be configured prior to turning on the ShoreTel voice
switch.
To install a ShoreTel voice switch:
Step 1 Connect the switch to the appropriate LAN segment (such as a LAN switch)
with the Category 5 RJ-45 interface cable.
For guaranteed voice quality, all ShoreTel voice switches can be connected to an
isolated LAN segment.
Step 2 Plug an AC surge protector into a grounded AC power source (not provided).
Electrical surges, typically lightning transients, are very destructive to
equipment connected to AC power sources.
Step 3 Plug the power cord into the power receptacle on the switch’s back panel, and
into an available socket on the AC surge protector. Most ShoreTel switch
models do not have a power switch and power on as soon as you connect the
switch to power.
The power LED flashes momentarily, and remains lit. If the LED is not lit,
ensure that the power cord is plugged into the switch and the power source. If
the LED continues flashing, there is an internal error. Unplug the switch to
power it off, then power it back on. Refer to “Configuring Switches” in the
ShoreTel Administration Guide for a description of the flash patterns and their
meaning, or contact ShoreTel Customer Operations at: http://
www.ShoreTel.com
Once network communications are established, the network LEDs will indicate
that the switch is connected to a 10 Mbps or 100 Mbps Ethernet environment,
and that the switch is receiving and transmitting data.
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Step 4 If applicable, connect the music-on-hold source to the audio input port.
Step 5 If applicable, connect your site's paging system to the audio output port.
Step 6 Refer to the ShoreTel Administration Guide to configure the ShoreTel voice
switch according to your site’s requirements.
Step 7 Connect your trunk and telephone lines using the appropriate connector for
your switch. Refer to Appendix G, starting on page 303 for connector pinout
information for each switch.
11.4.1 RJ-21X Cable Retainer Installation
A cable retainer for the RJ-21X port is included with some ShoreTel voice switches. The
retainer consists of a metal bracket with a velcro strap.
To install the retainer:
Step 1 Using a number 1 Phillips screwdriver, remove the two black Phillips head
screws on either side of the RJ-21X port.
Step 2 Place the retainer in the recessed area around the RJ-21X port.
Step 3 Reinstall the two screws.
Step 4 Plug in the RJ-21X cable.
Step 5 Pull the velcro strap tightly around the connector on the RJ-21X cable, and
fasten it.
11.5 ShoreWare Director Switch Configuration
To complete the installation, you need to configure the ShoreWare voice switches with
ShoreWare Director. For more information, see the Configuring Switches chapter in the
ShoreTel Administration Guide.
11.6 Reference
11.6.1 Environmental Requirements
The ShoreTel voice switches require that the environmental specifications provided in
Table 11-2 be met
Parameter
Specification
Operating temperature
0° C to 50° C
Operating humidity (non-condensing)
0% to 90%
Storage temperature
–30° C to 70° C
Storage humidity (non-condensing)
20% to 95%
Table 11-2
ShoreTel 11.1
ShoreTel Voice Switch Environmental Specifications
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11.6.2 Packaging Requirements
Table 11-3 lists the packaging requirements for the following ShoreTel voice switches:
Full-width switches – (ST-120/24, ST-60/12, ST-40/8, ST-T1/E1)
Half-width switches – (ST-90, ST-50, ST-220T1/E1/T1A)
Parameter
Specification
Vibration
Power:
0.4 Grms, 1h per axis
Spectral Density:
5-500Hz @ 0.000323303 g2/Hz
Operation
Power:
1.5G RMS
Spectral Density:
5-500Hz @ 0.00454645 g2/Hz
Packaged Transportation
Material:
275 C Brown
Dimensions (full-width switches):
21+1/8 x 19 x 5+3/4
Dimensions (half-width switches):
19+1/8 x 12+1/2 x 6+1/2
Mechanical Shock:
80 Gs non-operating
Packaged Bounce:
8-corner standard drop test
Table 11-3
ShoreTel Voice Switch Packaging Specifications
11.6.3 Regulatory Compliance
Parameter
ShoreTel-24
Safety
UL 60950, 3rd Edition, CAN/CSA 22.2 No. 60950, EN60950 (2000)
EMI
FCC Part 15, ICES-003, EN 55022, Class A/Class B
Radio and Telecommunications Terminating Device Directive (R&TTE)
99/5/EC
Low Voltage Directive 73 / 23 / EEC
EMC Directive 89 / 336 / EEC With Amendment 93 / 68 / EEC
GS Mark from TUV Rheinland (Notified Body)
EN 55024 : 1998 +A1:2001 +A2:2003
Table 11-4
ST-E1 Voice Switch Physical Specifications
Parameter
Physical Specification
Safety
UL 60950, 3rd Edition, CAN/CSA 22.2 No. 60950, EN60950 (2000)
Telephony Registration
FCC Part 68, Canada CS-03
EMI
FCC Part 15, ICES-003, EN 55022, Class A
Radio and Telecommunications Terminating Device Directive (R&TTE)
99/5/EC
Table 11-5
152
ST 120/24, ST 90, ST 60/12, ST 50, ST 40/8, ST 30Voice Switch Physical
Specifications
Chapter 11: Installing ShoreTel Voice Switches
Parameter
Planning and Installation Guide
Physical Specification
Low Voltage Directive 73 / 23 / EEC
EMC Directive 89 / 336 / EEC With Amendment 93 / 68 / EEC
GS Mark from TUV Rheinland (Notified Body)
EN 55024 : 1998 +A1:2001 +A2:2003
Table 11-5
ST 120/24, ST 90, ST 60/12, ST 50, ST 40/8, ST 30Voice Switch Physical
Specifications
11.6.4 Physical Specifications
Parameter
Physical Specification
Safety
UL 60950, 3rd Edition, CAN/CSA 22.2 No. 60950, EN60950 (2000)
Telephony Registration
FCC Part 68, Canada CS-03
EMI
FCC Part 15, ICES-003, EN 55022, Class A
Radio and Telecommunications Terminating Device Directive (R&TTE)
99/5/EC
Low Voltage Directive 73 / 23 / EEC
EMC Directive 89 / 336 / EEC With Amendment 93 / 68 / EEC
Table 11-6
ST T1, ST-220T1, ST 220T1A, ST T1k Voice Switch Physical Specifications
11.6.5 General Specifications
Parameter
ShoreTel-24
Power Supply
100-240 VAC
50-60 Hz
2A max (full-width switches)
1A max (half-width switches)
Mounting Options
19 inch rack mount
Integrated OA&M
Table 11-7
ShoreTel 11.1
ST-120/24, ST-90, ST-60/12, ST-50, ST-40/8, ST-E1/T1, and ST-220T1/E1/T1A
Voice Switch Specifications
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H A P T E R
1 2
Planning Applications and Services
This chapter reviews the key applications and services of the ShoreTel system to assist you
in planning your system configuration, and to determine the equipment you need for
completing deployment.
12.1 Checklist
Review the following application planning topics before proceeding to the next chapter:
Task
Description
Account Code Collection Service
page 155
Voice Mail
page 156
Planning Fax Handling
page 161
Private Numbers
page 169
Automated Attendant
page 169
Call Handling Delegation
page 170
Web Access
page 170
Bridged Call Appearances
page 170
Hunt Groups
page 171
Pickup Groups
page 174
Workgroups
page 175
ShoreTel Communicator
page 177
Enterprise Telephony Features
page 178
ShoreGear Converged Conference Bridge
page 181
ShoreTel Contact Center Solution
page 182
Table 12-1
Planning Applications and Services Checklist
12.2 Account Code Collection Service
ShoreTel supports account codes for external calls when you enable the Account Code
Collection Service. When a user dials a number that is not included in the scope of his or
her call permissions, the call is routed to the Account Code Collection Service extension,
where the user is prompted to enter a valid account code. Account code collection is
enabled on a per-user group basis and can be set to be one of three states: disabled,
optional, or forced. The Account Code Collection Service is associated with a configurable
extension and has a dedicated user group that defines ultimate call permissions and trunk
group access.
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A new user group is created during installation for use by the Account Code Collection
Service. This user group is named “Account Codes Service.” Since it is only intended for
use by the Account Code Collection Service, this 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.
The Account Code Collection 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 is 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 are automatically placed, and
calls placed by users who have forced account code collection are automatically rejected.
12.2.1 Account Codes
Account Code Collection Service supports up to 50,000 account codes of a maximum of 20
characters. You can include non-numeric characters (such as hyphens and slashes) in the
account codes; however, non-numeric characters are not used in account code collection or
in the account code reports. An account code can be the same as a prefix for another
account code. For example, the account codes 1234 and 12345 can coexist.
The following table gives example account codes and how the Account Code Collection
Service interprets the code.
Sample Account Code
Recorded Code
Sales 200
200
1001-3
10013
1.234A
1234
3000 Exec 2
30002
Table 12-2
Account Code Interpretation Example
Account codes can also have user-friendly names of up to 50 characters.
12.2.2 Call Permissions
The call permissions define what dialed numbers are 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 is completed with the trunk access and call permissions of the
Account Codes Service.
This structure imposes two sets of permissions on outbound calls:
The call permissions for the user group of the user who places the call are used to
determine if an account code must be collected or not.
The call permissions for the Account Codes Service determine whether calls are
finally placed, or if the intercept tone is to be played.
12.3 Voice Mail
The ShoreTel system provides voice mail for all users and workgroups on the system. The
system supports up to 21 application servers—one main server and up to 20 distributed
servers. Any of the servers can host the voice mail application.
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You should provision a distributed server at any site with more than 100 users to effectively
manage your WAN bandwidth between that site and the headquarters or main site. In
addition, you must add a distributed server with the voice mail application at any site
where the required number of mailboxes exceeds 1,000.
Users should be configured for the server that is located at their home or most frequent
site. If that site does not have a server, the nearest server or headquarters server should be
used.
When there are multiple voice mail servers, the system-wide voice mail extension
automatically maps to the extension of the local voice mail server. Voice mail media
streams are therefore recorded in the CDR reports by the voice mail extension that actually
handles the call.
The ShoreTel system provides each user with five call handling modes, and workgroups
with four call handling modes, allowing employees and workgroups to customize how calls
are routed. Employees typically use Standard call handling mode to route calls to voice mail
after three or four rings, and use Out of the Office call handling mode to route calls directly
to voice mail.
Users should consider:
Forwarding calls to a cell phone
Forwarding calls to an external answering service (for critical users or workgroups)
You must enable external call handling as part of the class of service for users who want to
use these options.
The Message Notification feature of the ShoreTel system allows users to be notified when
they receive a message. Notifications can be sent upon receipt of all messages, or only upon
receipt of urgent messages. Notifications can be sent to:
An E-mail address (with or without the voice mail attached as a .wav file)
A pager (which allows message notification)
An extension (which allows message playback)
An external number, such as a cell phone (which allows message playback)
Users who address and compose voice mail through the Telephone User Interface
(TUI), the Visual Voicemail application, or the Outlook Voicemail form can now
mark composed messages for a “return receipt.”
12.3.1 Escalation Notifications
Similarly, the ShoreTel system can send any of these notifications types to specific members
of an escalation profile, in support of an Escalation Notification feature. The Escalation
Notifications feature is a traditional voice mail feature that allows support groups to offer
round-the-clock service to their customers, such that when a customer calls into the
ShoreTel system and leaves a message, the voice mail system sends out a page, phone call,
or email to a designated employee in the support department. If this first employee ignores
his beeping pager, the next designated employee within the escalation profile list is
contacted, and so on. Employees in the escalation profile will continue to be contacted
sequentially until someone listens to the voice mail. (See “Configuring Users” in the
ShoreTel Administration Guide for more information on this feature.)
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12.3.2 Auto-deletion of Voice Mail Messages
The ShoreTel system also supports the ability to automatically delete user voicemail
messages that are older than a specified time limit. The system administrator can set a
maximum time limit for the storage of voice mail messages, and if this time limit is
exceeded, messages are automatically deleted. The tool can be used to encourage users to
better manage their voice mailboxes.
12.3.3 Mailbox Full Notifications
The ShoreTel system can be configured to notify users when their voice mailboxes are
almost full. This features warns users of the impending lack of storage space to give them
ample time to delete messages, as opposed to logging into their voice mailbox only to
discover that the mailbox is full. Once a user’s mailbox has passed a threshold, the system
sends a notice informing them that their mailbox is almost full and that there is only
enough room for 10 additional messages. Thusly, users are not caught off-guard by an
unexpected (and unwanted) “mailbox full” notification.
For more information, see the “Configuring Users” chapter in the ShoreTel Administration
Guide.
12.3.4 Distributed Voice Mail
ShoreTel has Distributed Voice Mail to provide greater availability. Each ShoreWare Remote
Server has an instance of the telephony platform, allowing full functionality of voice mail
and auto-attendant services at that location during WAN outages. The Distributed Voice
Mail feature allows users with mailboxes on that server to receive and pickup voice mail
messages without having to depend on a WAN connection to the headquarters server that
hosts the configuration database. The message waiting indicator (MWI) lights correctly
update local users about voice mail with or without WAN connectivity.
Additionally, incoming calls reach the auto-attendant, access the dial-by-name directory,
and reach their intended local party during a WAN outage. If a party cannot be reached
directly and his call handling setting would send unanswered calls to voice mail, the call is
handled by the local voice mail server. If the user’s voice mailbox resides on a different
voice mail server, the local ShoreTel server will accept, store and forward the message when
connectivity to the proper voice mail server is restarted. The caller hears a generic greeting
including the intended party's recorded name and the caller has the option to leave a
message. This message will be forwarded at a later time to the home voice mail server for
the addressee via SMTP.
Although each voice mail server is autonomous in delivering voice services, it must have
connectivity to the headquarters server in order to carry out configuration changes.
Specifically, users on an isolated remote server are not able to change call handling modes
or make other changes that require modification to the configuration database on the
headquarters server.
The ShoreTel Communicator applications may provide limited call control access and may
not display some contents on IP phones at a remote site during WAN outages. These both
require connectivity to the headquarters server for full service. For users who have their
ShoreTel Communicator application running at the time of a WAN outage, graphical access
to their voice mail box is provided, including the ability to compose and playback
messages, but ShoreTel Communicator may not display the corresponding call activity
associated with any actions.
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The enhanced Distributed Voice Mail services bring a new level of availability to existing
remote servers and allow additional deployment of remote servers up to a system total of
20 remote servers.
12.3.5 AMIS Protocol Support
The ShoreTel system can send and receive voice mail messages to and from legacy voice
mail systems using the AMIS protocol Version 1 - Specification; February 1992. To send
voice mail messages to remote AMIS sites, ShoreTel dials the access phone number for 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 any number that reaches an autoattendant 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. 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.
To simplify AMIS systems, and increase usability:
Use the same extension length across your enterprise.
Use off system extensions to match remote users’ mail boxes with their extension
numbers.
To identify the remote site location, assign each system a System ID.
For more information on AMIS systems, see the ShoreTel Administration Guide.
12.3.6 SMDI Protocol Support
The ShoreTel system supports the SMDI protocol. Two modes of operation are supported:
In the first mode of operation, the ShoreTel system acts as a PBX for a legacy voice
mail system. The ShoreTel system provides call information for forwarded or direct
calls to the legacy voice mail system, and receives incoming message waiting
indication from the legacy voice mail system.
In the second mode of operation, the ShoreTel system acts as the voice mail system
for a number of users on a legacy PBX.
Both configurations require a serial link between a ShoreTel server and the legacy voice
mail system, as this is the medium required by the SMDI protocol.
If using the first mode mentioned above, a group of analog trunks must be used to connect
the ShoreTel system to the legacy voice mail system (the ShoreTel system is on the
extension side of the trunks). The ShoreTel voice mail application manages the group of
outgoing extensions. The ShoreTel server can provide digit translation if the legacy voice
mail and ShoreTel system have different extension lengths.
It is possible to have some ShoreTel users on the ShoreTel voice mail and some on the
legacy voice mail. However, these users will not be able to send messages to each other
unless AMIS is implemented between the two systems. Voice mailboxes for workgroups
and agents must be on the ShoreTel voice mail system.
ShoreTel Communicator operates the same way it does when a user has no mailbox:
Voice mail viewer is not available
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Windows Control Panel does not contain Voice Mail tab
Find Me and Notification features are not available
Dial Mailbox and Transfer to Mailbox are not available for this user from other
user’s clients
To Voice Mail button on ShoreTel Communicator transfers the call to the system
voice mail extension
For more information about using a serial link and SMDI protocol to integrate the ShoreTel
system with a legacy voice mail system, see Chapter 15, starting on page 201.
12.3.7 Find Me Call Handling
Find Me and Auto Find Me call handling allow callers to find users at other locations when
they reach the user’s voice mail. When Find Me is enabled for the current Call Handling
Mode, inbound callers that reach a ShoreTel user's voice mail box can activate Find Me call
handling by pressing “1.” If the caller activates Find Me call handling, the system plays a
prompt indicating that it is now finding the called party: “Please hold while I try to find your
party.”
ShoreTel users can specify two Find Me destinations, which can be internal or external
numbers. These numbers can be enabled or disabled for each Call Handling Mode. If a call
is forwarded to the first number and is not answered within a configurable number of rings,
the call can either be forwarded to a second Find Me destination or can be returned to voice
mail.
The Caller ID that appears on Find Me calls is the voice mail Caller ID and not the ID of the
original caller. However, if the source of the original call is external to the system, then the
Caller ID will be displayed. Personal Assistant (pressing “0”) also works when Find Me
forwarding is enabled. The voice mail system dials the configured Find Me numbers in
sequence. When a Find Me call is answered, voice mail announces the call through a
sequence of prompts.
The party that answers a Find Me call hears prompts similar to the following:
“I have a call for Sam Smith from 4085551212.”
“To accept this call, press one.”
“To send this call to voice mail, press two.”
“To repeat the caller ID, press three.”
The party at the Find Me number has three options for directing the call:
Pressing 1 connects the original caller with the intended party at the Find Me
destination.
Pressing 2 directs the voice mail system to immediately start taking a message for
the intended party from the original caller.
Pressing 3 repeats the Caller ID information available on the call, if any. This also
extends the timeout by 1 ring (6 seconds).
The voice mail system does not automatically notify callers of the Find Me call handling
option. ShoreTel users can elect to tell callers of the Find Me option in their recorded
greeting (i.e. they can tell callers to “press 1 to Find Me”). If the user does not tell callers
about the Find Me option in their greeting, the Find Me option can remain a hidden
capability available only to selected callers. Conversely, users can automate the Find Me
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behavior so that when a call enters voice mail (and Auto Find Me is enabled), the call is
immediately sent to the Find Me destination numbers without requiring any action on the
part of the caller.
12.3.8 Call Sender
Users can place a return call to the originator of a voice mail by pressing “5” from the
phone during message playback. Users can also call back the voice mail sender from
ShoreTel Communicator, Agent Monitor, or Microsoft Outlook, if the user is so
provisioned. To use this feature, the user must belong to a user group with trunk-to-trunk
transfer Class of Service enabled. For more information, see the ShoreTel Administration
Guide.
The user has the option of replying with either a voice message or a phone call if Caller ID
information is available on the call. If no Caller ID information is available for the call (for
example, on calls from an outside caller), the “reply with a call” option is not available for
that message.
When the user chooses to reply with a phone call, the call is transferred to the number of
the originating party. When the originating party is an external caller, the message recipient
must have the dialing permission to dial the Caller ID number. Once the message recipient
is transferred to the number of the message originator, there is no option to return to the
mailbox.
12.3.9 Time Stamps
The time stamp of the message is relative to the time on the server where the message is
taken. For example:
When the user views messages in the Voice Mail Viewer or Outlook Form, the user
interface will adjust the time stamp based upon the time of the user’s computer.
When the user dials into voice mail to retrieve their messages, the time stamp will
be based on the time of the server.
12.4 Planning Fax Handling
The ShoreTel system supports fax calls. There are several ways to configure your fax
service.
A direct fax number for each site
Direct fax numbers for each user (using either individual fax machines or a fax
server)
Redirect faxes that are sent to the site’s main number to a fax machine extension at
the site
Redirect faxes that are sent to a user’s extension to user’s local fax extension
Figure 12-1 shows how to plan your fax options.
How you configure your fax service with ShoreWare Director depends on which method of
fax call handling you have chosen. The following provides a basic outline of the steps
involved:
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Figure 12-1
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Planning Fax Service
If you plan to use the main number for voice and fax calls, and the main number goes to
an auto-attendant:
Step 1 Configure the fax extension through the User edit page of ShoreWare Director.
Make sure that fax redirection is disabled for fax extension “users.”
Step 2 Enter a fax extension you created in Step 1 in the FAX Redirect Extension field
from the Site edit page.
If you plan to use the main number for voice and fax calls, and the main number goes to
an operator:
Step 1 Configure the fax extension through the User edit page of ShoreWare Director.
Step 2 Assign a direct number as the fax number.
Step 3 From the Trunk Group edit page (on the DNIS map page), set the destination to
the fax extension.
If your users have their own faxes or fax service:
Step 1 Configure the fax extension(s) through the User edit page of ShoreWare
Director.
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Step 2 Assign a range of direct fax numbers.
Step 3 From the Trunk Group edit page (on the DNIS map page), set the destination
for each fax number to the appropriate fax extension.
If you plan for each user to have a single number for both voice and fax:
Step 1 Configure the fax extension(s) through the User edit page of ShoreWare
Director.
Step 2 Enable fax redirection from the User edit page and enable fax redirect for the
site by entering a fax extension on the site edit page.
For more information on these settings, see the ShoreTel Administration Guide.
12.4.1 Using a Fax Server
A fax server improves services available to your users, helping them be more productive.
With a fax server, users can:
Send faxes directly from the desktop eliminating the need to print faxes to send.
Receive faxes directly on the desktop.
Integrate fax communications with e-mail and voice mail applications.
Have individual fax numbers
Maintain soft copies of all faxes for easy printing and document management.
Using a fax server with the ShoreTel system allows you to:
Share inbound and outbound trunks for fax services.
Reduce toll charges by leveraging your VoIP network for outbound faxes.
For inbound fax support, users can be assigned a personal fax number from the DID range
of one of the trunk groups and this DID number can be the same as the user’s regular
telephone extension. When a call is received, if the fax redirect feature is enabled, the
system can differentiate between voice calls and fax calls and react appropriately.
Outbound faxes are queued by the server and then sent across the IP network to the best
available trunk.
Fax Server Requirements
Sufficient ports on ShoreGear voice switches
Sufficient ShoreWare User Licenses
Sufficient DID trunks to support both fax and voice DID for all users
12.4.1.1 Network Requirements
The network requirements for faxing over IP are more stringent than for voice over IP. For
voice communications, a 1% packet loss has negligible impact on voice quality. However, a
1% packet loss for fax communications means a loss of approximately 3 lines per fax page.
ShoreTel recommends that packet loss not exceed 0.1% across the LAN and WAN when
using fax servers with the ShoreTel system.
Fax communications are also impacted by voice compression. Since fax machine typically
require 19.2 Kbps, ShoreTel recommends that you use G.711 voice encoding for fax calls.
For more information on fax requirements, see Section 8.4 on page 103.
Note that the fax redirect feature will not work with calls that come in on SIP trunks.
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12.4.1.2 Fax Server Integration Details
Instead of requiring users to have two separate DID numbers (one for voice and one for
fax) a single DID line can handle voice calls and inbound/outbound faxing.
A user's extension (which can be 3, 4, or 5 digits) is sent to a fax server via in-band Dual
Tone Multi Frequency (DTMF) digits. The fax server uses this information to create a
mapping between the user's extension and his or her email address.
Once configured, incoming fax calls are received at the user's phone extension. The fax
server listens for the fax tone, takes over the call (assuming the fax redirect radio button
has been selected in Director). When the fax transmission is complete, the loop current is
automatically turned off to terminate the fax call, and the and fax is forwarded to the
associated email address.
3. Call is redirected to fax
redirect extension
1. Fax Call
4. Fax server
answers
PSTN
2. User or voice mail
answers Fax call
Figure 12-2
5. DTMF of
dialed number
invokes Fax
Mailbox
Fax server integration call flow
12.4.1.3 Enhanced FAX Server Integration
In addition to calls redirected from a user's extension, the ShoreTel system will now deliver
digits to a Fax Server for DID calls routed directly to a FAX server, thus allowing the call to
go directly to the fax extension and provide DID/DNIS digits, instead of to an extension
number and then to the fax server.
12.4.1.4 Configuring Fax Server Integration
At a high level, the process of setting up the Fax Server Integration feature involves three
tasks:
Connecting the hardware (i.e. connecting the fax server ports to the analog ports
on the switch)
Creating a user account to represent each analog port
Enabling the Fax Server Integration feature for each user account
To configure the Fax Server Integration feature:
Step 1 Configure a fax server per the manufacturer's instructions.
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Step 2 Connect the fax server to one of the analog ports on a ShoreGear switch that
supports analog. The following switches support fax server integration:
Next, you will create user accounts to represent each analog switch port that connects
to the fax server.
Step 3 Launch ShoreWare Director and enter the user ID and password.
Step 4 Click on the Administration link to expand the list (if it has not already been
expanded).
Step 5 Click on the Users link and then the Individual Users link, and then Add a New
User.
Step 6 The Edit User window appears, as shown below. (Arrows in the illustration
point to fields that must be configured. Refer to the bulleted list below the
illustration for details.)
Figure 12-3
Creating a user account for the fax server
Step 7 Enter information for each of the fields as shown below for each field:
License Type: Extension-Only
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User Group: You must create a User Group appropriately configured for a
fax server. The User Group should have the Class of Service for Call
Permissions set to No Restrictions to transfer inbound and outbound
faxes.
Home Port: Select the Ports radio button and then use the drop-down
menu to select the switch where the fax server will be connected.
Accept Broadcast Messages: Should appear grayed-out or be deselected
because the port will not be assigned a mailbox.
Include in System Dial By Name Directory: Check box may be selected if
you want callers to be able to locate the fax number using the Dial by Name
feature.
Fax Support: This Extension is Connected to a Fax Server radio button
must be selected.
Step 8 Click the Save button to store your changes.
Step 9 Click on the Personal Options tab and enter “1” in the Current call stack size
field.
Step 10Click Save to store your changes.
Next, you will configure the call handling mode for each of the user account(s)
associated with the port(s) connected to the fax server.
Step 11From Director, select the user account representing the fax server connection.
Step 12Click on the Personal Options tab.
Step 13Click on the Standard link under Edit Call Handling Modes.
Step 14Under Call Forward Condition, select the No Answer/Busy radio button, as
shown below:
Step 15In the Busy Destination and No Answer Destination radio buttons, select
Extension and specify the analog port where incoming fax calls will be directed
if the first fax port is busy.
For example, if you have set up three ports to receive fax calls, you might
configure the first port in this series to redirect to the second port, and the
second port would specify the third as a failover.
Step 16Click Save to store your changes.
This configuration assumes multiple analog ports will be used to connect the
switch to the fax server. If only one fax server port will be used to connect to
the fax server, then the call forwarding must be set to Never. Similarly, if this
port is the last one in a chain of ports dedicated to the fax server, then the call
forwarding must be set to Never.
If you are using multiple analog switch ports to connect to the fax server you must
specify the first redirect extension in that chain. (This is the site's fax redirect
extension.)
Step 17Under the Administration link, click Sites.
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Figure 12-4
Planning and Installation Guide
Configuring Call handling mode for Busy/No Answer failover
Step 18Click on the site where the switch and fax server are located (i.e. either
Headquarters or Remote).
Step 19Under FAX Redirect Extension (near the bottom of the Site window), enter the
extension associated with the first port in the chain of fax server ports. (This is
the first place incoming faxes will be sent.)
Figure 12-5
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Configuring Fax Redirect extension for primary fax server port
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Step 20Click Save to store your changes.
Next, you must configure settings for each user that will be using the new Fax Server
Integration feature.
Step 21Click on the Users link and then the Individual Users link.
Step 22Click on the name of a user who will be using the enhanced Fax Server
Integration feature.
Step 23The Edit User window appears, similar to the one shown below.
Figure 12-6
Enabling fax redirect for a user
Step 24Select Redirect Inbound Fax Calls to Site Fax Extension for the Fax Support
radio button.
Step 25Click the Save button to store your changes.
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12.5 Private Numbers
Users can have private numbers that are not listed in the System Directory or in ShoreTel
Communicator Quick Dialer, and for which Caller ID information suppressed. Private
Numbers are enabled through a check box on the User edit page in ShoreWare Director.
When checked, the user's extension becomes a Private Number.
The following conditions apply to private numbers:
Private Numbers do not appear in the QuickDialer for dial-by-name operations or
in the ShoreTel Directory Viewer.
Calls placed from a Private Number to an internal party show the caller's name but
not his or her number to the dialed party.
Calls placed from a Private Number to an external party do not deliver a DirectInward-Dial (DID) number as Caller ID when PRI trunks are used for the outbound
call. The site CESID number is used for the outbound Caller ID.
Calls 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 ShoreTel Communicator History viewer show the Private
Number user's name but not his or her extension number.
The Private Number users are listed with name and number in the Extension
Monitor extension selection dialog box.
The Private Number user can be dialed directly via the telephone or the ShoreTel
Communicator if his or her extension is known.
Contacts imported from Outlook or Exchange are never private and are fully visible
in the ShoreTel Communicator Quick Dialer.
CDR database records show both number and name for Private Number users.
However, the Caller-ID Flags field indicates that only the name is valid.
CDR legacy log files show the number of Private Number user calls that are
inbound or outbound calls.
ShoreWare Director shows number information for Private Number users as with
other users, for example on the User list page.
12.6 Automated Attendant
The ShoreTel system comes bundled with an automated attendant feature that runs on each
of the voice application servers, allowing high availability. The system supports up to 256
menus with four scheduled modes, providing a simple, flexible solution.
Some useful applications for the auto-attendant menus are:
Answering the main number
Routing calls to workgroups (sales, support, human resources, and so on)
Providing automated directions
Providing a way for users to log in to voice mail (“#” recommended)
Although the automated attendant is a useful tool, you should take care to design a menu
structure that does not frustrate your callers. Here are some helpful hints to keep in mind:
Do not cascade menus more than two or three deep.
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Provide a “zero-out” option on every menu, routing the call to a live human being
(“0” is recommended).
Remember to provide an option to return to the previous menu (“*” is
recommended).
Try to keep prompts short, quick, and efficient.
Users can record AA menu prompts from their own telephone, instead of having to go
through Director. This ability frees the system administrator from having to be involved
with the task of recording AA menus, allowing him or her to delegate the task to more
appropriate team members. For details on enabling this feature, please see the ShoreTel
Administration Guide.
12.7 Call Handling Delegation
Some users of the ShoreTel system, particularly senior management, often have an
administrative assistant who helps them manage items such as their email, calendar, and
voice communication. The ShoreTel system administrator can grant permission from
ShoreWare Director to individual users to change another’s current call handling mode
(CHM) settings. Users who have been delegated to change CHM settings can make changes
to the current CHM settings for other users using Operator ShoreTel Communicator. The
Web Access CHM client also includes this capability. For more information on configuring
call handling delegation, see the ShoreTel Administration Guide.
12.8 Communicator for Web
Communicator for Web is a browser-based interface that allows users to change their call
handling mode and options. Mobile users can change their call handling options from any
computer connected to the intranet or Internet. Communicator for Web can be a public
URL for remote access or restricted to the LAN.
To open ShoreTel Communicator for Web from within a ShoreTel system:
Step 1 Open your browser and type:
http://<servername>/client
in the URL address text box, where <servername> is the name of your ShoreTel
server.
Step 2 Press Enter. The Communicator for Web login page appears in your browser.
Step 3 Log in with you client ID and password.
For information on how to provide Internet access to ShoreTel’s Communicator for Web
client using Apache Server as a reverse proxy, see Appenix D.
12.9 Bridged Call Appearances
The Bridged Call Appearances (BCA) feature provides “bridged” information between
many separate IP phones, offering the benefit of faster call handling between users. The
feature is intended for key system environments, such as a small office with a moderate
number of trunks, IP phones and users.
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Custom buttons are configured on each IP phone so that information about incoming calls
to a BCA extension is shared among the phones via blinking colored LEDs. Similarly, IP
phones can share information about outbound calls placed from a BCA extension by
blinking green or red on each phone (see the ShoreTel Administration Guide for details).
Custom buttons can be programmed on IP phone such that each button represents a
position in the call stack.
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.
12.9.1 Switch Support for Bridged Call Appearances
The ShoreGear voice switches support BCA functionality, with the following caveats:
Up to 24 BCA extensions can be configured per switch.
The sum of all the trunks that are assigned to a BCA, plus the call stack size of all
BCAs used for extension appearances on a switch cannot exceed 24. For example,
you may configure 8 BCAs, each targeted with 3 trunks on the same switch.
A maximum of 32 phones can be configured to point to the same BCA extension.
Up to 128 BCA extensions (on other switches) can be monitored.
For details on configuring the BCA feature, please refer to the ShoreTel Administration
Guide.
12.10 Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed
through an extension, DID, and/or DNIS. Hunt groups are supported by ShoreGear
switches and remain available when connectivity to the ShoreWare servers are lost. The
hunt group can be used as the backup destination for a workgroup, so that some basic
hunting can be done even when the workgroup server is not reachable. To maximize
reliability, assign hunt groups to a switch close to the majority of the members and/or
trunks associated with the hunt group.
A maximum of 8 hunt groups can be assigned to a single switch. A total of 16 user numbers
can be assigned to hunt groups on a single switch (i.e., 8 hunt groups with 2 extensions
each, 2 hunt groups with 8 extensions, or 1 hunt group with 16 extensions).
Hunt groups have scheduled call handling modes similar to route points (for more
information about route points, see the “Setting Call Control Options” chapter in the
ShoreTel Administration Guide). There are call handling modes for on-hours and off-hours/
holiday (combined). For on-hours, destinations can be set for Always, Busy, and No
Answer. For the other call handling modes, only a call forward always destination is
provided. When the hunt group is in a call handling mode other than on-hours, the hunt
group forwards calls to the Call Forward Always destination.
A hunt group can be a destination anywhere in the system where a workgroup is allowed as
a destination. This includes call forward destinations from users, workgroups, route points,
personal assistants, site operators, site fax redirect extensions, and Find Me destinations.
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12.10.1Hunt Group Busy State
The hunt group can be set as busy from both the switch maintenance page in Director and
with a star code from the Telephone User Interface. This feature allows hunt group
members to disable hunt group routing when they are temporarily unavailable or leave
work early. The busy state of the hunt group is maintained by the hunt group’s switch and
is not saved in the configuration database or to flash memory. When a switch boots or
reboots, the hunt group is in the “available” state.
Use the star code “*18” followed by the hunt group extension, to toggle the busy state of
the hunt group from a telephone. A class of service setting controls whether a user can
change the hunt group busy state.
When the hunt group is in the busy state during on-hours, calls are forwarded to the busy
destination.
12.10.2Configurable Hunting
There are two types of hunting available with hunt groups: top down or simultaneous ring.
All hunt group members are hunted for each call received. For example, in top-down
hunting, if the switch is hunting members for an initial call when a second call is received,
the second call hunts through all the members again. In other words, each call is hunted
independently and in the case of top down, hunting starts at the top.
You can also configure:
The number of rings per member (the same number of rings are used for each
member to whom the call is offered).
Whether calls should go to a no answer destination after all members have been
hunted once or whether members are rehunted.
Whether multiple calls are offered to a member simultaneously when the hunt
group receives multiple calls. Calls are not offered to members with full call stacks.
Whether members should be hunted when the member’s call handling is set to Call
Forward Always (DND).
12.10.3Hunt Group Applications
Hunt groups provide solutions to a several call routing scenarios.
12.10.3.1Backup Routing for Workgroup
To use a hunt group as a backup when the workgroup server cannot be reached, create a
hunt group with workgroup members who will serve as backup members. To use the hunt
group when the workgroup server is not reachable because of a network outage, admission
control, or a server outage, set the workgroup’s backup number to the hunt group. When
the hunt group is set to offer each member a single call at a time, then call offering is
similar to a workgroup. Hunt group members are hunted even though they are logged out
or in wrap-up with respect to the workgroup.
12.10.3.2Hunt Group as a Call Forward Destination
In a small office where individuals generally receive calls directly, users may want someone
in the office to answer calls when they are unable to answer. To handle this situation, create
a hunt group with everyone in the small office as a member. Individual users can set their
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call forward destinations to this hunt group. The hunt group can be configured with
simultaneous ring, to hunt members only once, and to go to voice mail with Call Forward
Busy and Call Forward No Answer conditions.
When configured as described above, if a user's call was forwarded to the hunt group after
it wasn't answered, the hunt switch hunts everyone in the office. If the call was not
answered after the maximum number of rings, the call is forwarded to voice mail where the
caller can leave a message in the original target's mailbox.
12.10.3.3Distribution of Calls to Backup Operators
In this scenario, a primary operator who handles calls to a main company number requires
one or more secondary operators to receive the calls when the primary operator becomes
too busy.
To create a hunt group to back up the primary operator, create a hunt group with backup
operators. Enter the main operator and all the backups as members of the hunt group in
the order in which they are to serve as backups. Set the hunt group for multiple calls to be
hunted to a given member, and set the call stack size for each of the users to control the
number of calls he or she can receive.
When there are incoming calls to the hunt group, the primary operator is offered the calls
first. The operator may be offered multiple calls concurrently up to the limit of his or her
call stack. If a member's call stack is full, the member is skipped and that particular call is
not be offered again (unless the hunt group is set to hunt forever and no member picks up
the call before the member is reached again in the hunt list).
If a member of the operator group does not answer the hunt call, the call is offered to the
next member after the number of rings configured for call forwarding. Thus, even if the
primary operator has room on his or her call stack, the call is offered to the next member in
the list when the operator does not answer the call in time.
If you want calls to go directly to a backup when the primary operator is not available, then
set the hunt group not to hunt the members when their current call handling mode is set to
Call Forward Always (DND). Operators can use this configuration to pass calls to other
hunt group members by changing their call handling mode to Call Forward Always.
You may wish to have a hunt group that goes immediately to voice mail or another number
during non-working hours. The hunt group can be configured with an off-hours schedule.
Setup a schedule for on-hours during which the call handling mode for the hunt group is
configured to forward calls to another number only if the hunt group is busy or no one
answers. For off-hours, set the hunt group to call forward always to voice mail or another
number. The auto-attendant automatically changes the hunt group's current call handling
mode based upon the configured schedule.
12.10.3.4Common Line Monitoring
A hunt group can be used for line monitoring. For example, several operators may wish to
monitor the same line and all have an opportunity to answer calls at the same time. For this
case, set up a hunt group with simultaneous ring. When a call is received, the hunt switch
rings all operators in the hunt group whose call stack is not full to the number of rings
configured. If the hunt group is set to hunt forever, when the number of rings is reached
the hunt switch rehunts the same users again. However, the members who have room on
their call stack for additional calls may have changed, so each additional hunt may result in
different phones ringing.
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12.11 Pickup Groups
Group Pickup is a traditional PBX and key system feature used in group environments. The
feature allows users in a pickup group to answer any ringing phone in that group, and the
feature works best in places where several people work together on a daily basis, such as
design firms. If a group member is away from her desk and across the room while 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 from an
analog phone.
The following example may help illustrate how this feature is used.
Assume three hypothetical users (e.g. Mike, Joe, and Sarah) work together and have jobs
that require extensive collaboration. They also sit near one another. Their extensions
(x1001, x1002, x1003, respectively) would be added to an extension list, and then this list
would be associated with a pickup group.
The pickup group would have its own extension (e.g. x3755). Note that this extension is
invalid and cannot be dialed, and thus acts more like a code than an extension. This nondialable extension could be programmed into a ShoreTel Communicator toolbar button or
an IP phone programmable button on Mike's, Joe's, and Sarah's phones.
So, assume Joe's phone rings (x1002) while he is having a conversation with Sarah at her
desk. He would hear his phone ringing at his desk, yet he could press the pre-programmed
button on Sarah's IP phone in order to answer his own call.
Alternatively, if Sarah had an analog phone, Joe could press *13 + 3755 to answer the call.
Pickup groups can include the following types of extensions:
User extensions
Workgroup extensions
Bridged Call Appearance (BCA) extensions
Details
Pickup groups can be associated with a programmable toolbar button, or with a
programmable button on an IP phone, and can work with Extension Assignment.
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 ShoreGear T1 and ShoreGear E1 voice
switches.
The call pickup feature will support:
— 24 members per group
— 16 groups per switch
— The sum of all 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.
Users can use this feature in several different ways:
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— IP Phone – If a programmable button has been configured for Pickup Groups,
the user can press the button, or key, and enter the extension for the Pickup
Group to answer the call.
— IP Phone – If a soft key has been programmed, the user can press the “pickup”
soft key and enter the extension to answer the call.
— ShoreTel Communicator – If one of the pre-programmed buttons in ShoreTel
Communicator has been set up for Pickup Groups, a user can enter the
extension of the Pickup 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.
— ShoreTel Communicator – Alternatively, the user can access the “pickup”
command from the Call Menu, followed by the extension.
— Analog Phone – The user can enter the *13 command, followed by the Pickup
Group extension to answer calls from an analog phone.
12.12 Workgroups
The ShoreTel system supports up to 256 workgroups, with up to 300 members per
workgroup. (The Simultaneous Ring feature is limited to 16 members.) A workgroup
enables a group of users to appear as a single unit to calling parties. Calls can be routed in
top-down, longest-idle, round-robin, and simultaneous-ring fashion. Workgroups are
typically used by support and sales groups to help automate call handling.
The ShoreTel system provides a ShoreTel Communicator - Workgroup Agent Access and
ShoreTel Communicator - Workgroup Supervisor Access with the proper software licenses.
In addition, you can run workgroup reports on the server to help you understand and
assess workgroup activity and performance.
ShoreTel analog phones do not display Caller ID for calls forwarded from a workgroup.
12.12.1Agent Multiplicity
Users can be members of multiple workgroups. The workgroups can be configured for any
hunt pattern and can have queuing enabled.
A single agent status is applied to all workgroups of which the user is a member. With one
status, an agent is either logged-in, logged-out, or in wrap-up for all workgroups of which
he or she is a member. In order to manage their own logged in status, users must be
provisioned with ShoreTel Communicator - Workgroup Agent. Agents can manage their
logged-in state via ShoreTel Communicator, or through the TUI menu in their voice
mailbox or via their IP phone programmable button.
When an agent is a member of more than one workgroup, that agent can receive calls from
any of the workgroups. When an agent is available to take calls from more than one
workgroup, and the workgroup would select that agent based on the current hunt pattern
for a call, the oldest call is offered to the agent.
Queue Monitor shows calls from all the queues of which the user is a member. If the user is
a member of only one queue, there is no change to the interface. However, if the user is a
member of multiple workgroups, the Queue Monitor shows statistics for each workgroup,
and for all workgroups. The user can specify a filter to show only a subset of the queues.
The filter only changes the information displayed and does not alter the hunting behavior;
the user will still be offered calls from all workgroups of which the user is a member.
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For workgroup supervisors the Agent Monitor shows all agents from the workgroups of
which the supervisor is a member. The Agent Monitor also allows supervisors to filter
agents being monitored by selecting individual workgroups.
12.12.2Call Monitor and Barge In
Call Monitor creates a limited conference call where the monitoring party hears the other
parties, but the monitored parties do not hear the monitoring party. When a call is being
monitored, a warning tone may be played to the participants of the call. The warning tone
can be disabled using an option for an Auto-Attendant Menu. Call center administrators
typically disable the warning tone to silently evaluate agent performance. When the
warning tone is disabled, the menu prompt typically informs the caller that their
conversation may be monitored or recorded.
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.
A recording warning tone may be played to the customer during silent monitor. The
warning tone is enabled from ShoreWare Director. No tone is played during a Barge In call.
WARNING ShoreTel, Inc. does not warrant or represent that your use of silent
monitoring or barge in 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 configuring
the call monitoring features, you may wish to consult with legal counsel regarding your
intended use.
To simplify discussion of this feature, we will refer to three parties: the supervisor, the
agent, and the customer. The supervisor initiates the silent monitor by selecting an agent.
The agent is on a call with the customer. The customer may be an internal or external
caller, but supervisors and agents must be on extensions.
In Silent Monitor, 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 in a monitored extension, then the silent monitor is dropped.
If a conference call is already in progress, it cannot be monitored. If a silent monitor is
already in progress, no one else can monitor the call.
The supervisor can barge in on a call he or she is silent monitoring. It is not possible to
revert a barge in call to 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 is the last party added.
12.12.2.1Barge In and Silent Monitor Telephony COS Configuration
Each telephony class-of-service (COS) permissions has several additional check boxes and
radio buttons in ShoreWare Director to configure Intercom/Paging, Barge In, Call
Recording, and Silent Monitor.
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.
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Accept Intercom/Paging—Radio button choices are:
Accept None: If selected, users within this COS may not receive intercom calls or
pages.
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 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 with this COS permission.
Accept Only From: If selected, users within this COS may only receive barge-in’s
from the person specified in the field accosted 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 of others
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 with this COS permission.
Accept Only From: If selected, users within this COS may only have their calls
recorded by the person 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 of others 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 with
this COS permission.
Accept Only From: If selected, users within this COS can only be monitored by the
person specified in the field associated with this radio button.
There are no special permissions for ShoreTel Contact Center agents or supervisors. They
must have these same COS permissions with appropriate settings to enable contact center
silent monitoring and barge in.
12.13 ShoreTel Communicator
The ShoreTel system provides a multilevel ShoreTel Communicator to address the various
needs of the enterprise user.
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For information on ShoreTel Communicator access licenses, see the ShoreTel
Administration Guide. See the ShoreTel Communicator User Guide for details about using
Communicator.
12.14 Enterprise Telephony Features
12.14.1Music on Hold
ShoreTel can provide music on hold on a per-site basis using the audio input port on
ShoreGear switches that support music on hold. Refer to Appendix H to determine the
switches that support music on hold. You only need a single music source per site.
Connecting the desired music source to the designated ShoreGear voice switch provides
music on hold. The source can be either recorded music or custom music, with prerecorded
announcements or other information for callers.
Each site with music on hold must have its own music source. To conserve bandwidth,
music is not sent across the WAN between sites, and MOH is selected by the ShoreGear
Switch where the CO trunks are configured (i.e., the holding party). IP phone users will
not receive MOH when they are on an internal call. See the ShoreTel Administration Guide
for additional information.
Before installing the system, confirm that you have music sources for each site, including
the music and the required equipment for playback.
Details related to MOH over SIP Trunks:
MOH for SIP trunks is offered for environments where external users reach the ShoreTel
system through SIP trunks (such as BRI via a SIP gateway), and MOH will be offered
internally, in situations where the SIP protocol is used to reach the ShoreTel system through
SIP devices, such as a WiFi phone.
If there is a MOH source at the same site as a SIP trunk, these trunks will be
connected to that source when placed on hold, and the device at the other end of
the trunk will connect directly to the MOH switch.
The existing rules for MOH will also apply to MOH for SIP Trunks:
— MOH will not be sent across sites.
— The MOH source must be at the same site as the SIP trunk that utilizes it.
Limitations:
MOH is not supported over the SIP tie trunk towards analog phones, analog trunks
or PRI trunks. Currently, MOH is sent over the tie trunk and is not generated by the
local device.
MOH Works for the following SIP trunk devices:
—
—
—
—
Hitachi Phone
SIP BRI gateway
PolyCom SIP phone
SIP Service Provider Network (e.g., Masergy).
MOH is supported across SIP Tie Trunk to IP Phone in the following scenarios:
— From an IP phone to another IP phone
— From an analog phone to an IP phone (i.e. putting the call on hold from an
analog phone)
— From any trunk (PRI/analog) while placing an IP phone caller on hold
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— From any phone type to a SIP trunk device such as a Hitachi phone over the
SIP tie trunk and onto the SIP trunk device
12.14.2Overhead Paging
The ShoreTel system can provide single-zone overhead paging on a per site basis using the
audio output port associated with ShoreGear voice switches that provide an audio output
port.
For sites that require overhead paging, you must designate one of the ShoreGear voice
switches to provide paging. In addition, you must provision your selected paging
equipment for connection to the ShoreTel system.
12.14.3Paging Groups
As an alternative to a paging system, you can designate groups of system extensions that
can be paged by dialing a single system extension. In this way, audio is routed to a group of
phones and played on the phone speaker as opposed to playing the audio announcement
on an overhead paging system.
With that said, you can also add a paging extension (associated with a site’s overhead
paging system) to a paging group in order to simultaneously play audio on a group of
phones AND an overhead paging system. Refer to the ShoreTel Administration Guide for
details.
Pages to on-hook IP phones will automatically be announced on the IP phone speaker.
Pages to IP phones or analog phones that are already on a call will be treated as a normal
call. Call handling modes do not apply to page calls.
A maximum of 100 extensions can be paged at one time. Group paging is not available to
external callers.
Please refer to Product Bulletin ST0200 on the ShoreCare website for details on setting up
Paging Groups and for details on other network considerations.
12.14.4Night Bell
The ShoreTel system can provide an overhead night bell on a per site basis using the audio
output port associated with ShoreGear switches that provide an audio output port.
12.14.5Intercom
A user can initiate an intercom call through a programmable button on an IP phone that
has been programmed with the Intercom feature, via the ShoreTel Communicator, or via
the phone by entering “*15” + extension number. Users must be configured to use the
intercom feature through ShoreWare Director.
All intercom calls defeat the user's call coverage (Call Handling Mode settings) and cannot
be forwarded.
An intercom call to an idle IP phone is auto-answered and connected through the called
party's speakerphone. Immediately after the call is auto-answered, the called party hears an
announcement tone and the calling party hears a beep tone. If the called phone was taken
off-hook automatically, the switch puts the phone back on-hook when the intercom call
terminates.
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An intercom call to an analog phone or SoftPhone that is off-hook with no active call (for
example, in hands-free mode) is auto-answered through the audio device that is currently
active. If the called party is on-hook or is on an active call, the call is offered as an ordinary
call, except that call coverage is still defeated.
An intercept tone (fast-busy) is played if the calling user does not have the appropriate
permissions. If the called party does not accept intercom calls due to CoS permissions, the
call is offered as an ordinary call.
12.14.5.1Intercom Telephony COS Configuration
Each telephony class-of-service permissions has two additional check box settings in
ShoreWare Director to configure intercom permissions.
Allow initiation for Directed Intercom/Paging—If enabled, users with this COS may make
intercom calls to other users of the system. If disabled, then intercom calls cannot be made.
Accept Directed Intercom/Paging—If enabled, users with this COS may accept intercom
calls. If disabled, then intercom calls are received as normal calls.
12.14.6Call Recording
The ShoreTel system provides the capability for users to record calls. In order to use call
recording, the feature must be configured in ShoreWare Director by a system administrator.
Please refer to the ShoreTel Administration Guide for details on configuring this feature.
Users can use ShoreTel Communicator -Personal Access to request that a call be recorded
to voice mail. Supervisors may use Agent Monitor to record an agent’s call. Ordinarily, both
ShoreTel Communicator and Agent Monitor will indicate when a call is being recorded,
(although this behavior can be overridden with the “Silent Recording” feature to prevent
agents from knowing that their calls are being recorded.)
With Silent Recording, if the call is recorded by the workgroup supervisor, the indicator
does not appear in Agent Monitor. (The person invoking the recording sees the indicator—
other parties do not.) In this way, calls can be silently recorded to allow operators and
supervisors to hide the fact that they are recording agents' calls. This hidden behavior may
be desirable when a supervisor is monitoring the telephone manners of a new employee.
When the recording is silent or hidden, ShoreTel Communicator offers no visual or audible
indication that the call is being recorded, and the periodic beeping sound (used to notify
call participants that their calls are being recorded) is suppressed.
ShoreGear switches can support as many simultaneous recordings as there are trunk ports.
The following limitations apply to call recording:
Call recording is only available via ShoreTel Communicator - Personal Access or a
programmable button on IP phones
Only calls on trunks (not extensions-to-extensions) may be recorded
2-way and 3-way calls may be recorded as long as one of the legs of the call is a
trunk
Calls to a ShoreGear Converged Conference Bridge cannot be recorded
Recording stops when the call is parked, unparked, or transferred
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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 configuring the call recording feature, you may wish to
consult with legal counsel regarding your intended use.
12.14.7Make Me Conferencing
The ShoreTel system allows up to six callers to participate in a conference call. To use the
make me conference feature, you need one of the following IP phones: ShorePhone-IP110/
115/212k/230/530/560/560g, and the proper Class of Service must be configured in
ShoreWare Director. If you do not have an IP phone, the feature can also be used from the
soft button “join” on an analog phone, in conjunction with ShoreTel Communicator. The
conference ports must also be reserved on the ShoreGear switch.
The Make Me conference feature does not require a ShoreTel Conference Bridge.
12.15 ShoreGear Converged Conference Bridge
Before you connect and boot the conference bridge, you must allocate 12, 24, 36, 48, or 96
IP ports on ShoreGear voice switches using ShoreWare Director. For more information, see
the ShoreTel Administration Guide.
Next, determine the IP addresses that will be assigned to the conference bridge, and note
the identified IP address assignments in your installation plan.
The bridge must have one IP address statically assigned for each port supported by the
bridge. This requires you to identify 12, 24, 36, 48, or 96 IP addresses in blocks of 12
consecutive address according to the licensed capacity of your conference bridge.
Additionally, the bridge itself must be assigned a single static address for management and
configuration access.
12.15.1Dialing the Conference Bridge
To provide an extension for users to “dial into” their conference calls, the conference bridge
requires a single number (extension) in your dialing plan. This extension is assigned to the
first port of the bridge. Internal users reach the conference bridge and their conference calls
by directly dialing the extension assigned to the first port. The extension is configured to
distribute calls to available ports, which eliminates the need for users to dial directly into a
specific port or phone number.
External callers are provided access to the bridge by configuring the appropriate trunks to
be directed to the bridge. You can configure one or more of the following options:
Callers can reach the bridge through a trunk that directs all calls to the conference
bridge extension. In this case, the number that external users call is the trunk’s
telephone number.
The conference bridge extension can be associated with a number in your system’s
DID or DNIS range to provide direct dialing to the conference bridge. In this case,
the number that users call is the DID number assigned to the conference bridge.
Callers can reach the bridge by selecting the appropriate option from the system
auto-attendant. In this case, the access number for the bridge is the number of the
system auto-attendant.
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The conference bridge is configured with up to three telephone numbers for external
access. For more information, see the ShoreTel Converged Conferencing Solution Conference
Director Installation and Administrative Guide.
12.16 ShoreTel Contact Center Solution
If you purchased a ShoreTel Contact Center Solution, you must configure an appropriate
number of route points with adequate call stacks. Route points are a licensed feature.
Ensure that you have sufficient licenses to support your planned deployment.
For information on route points, see the ShoreTel Administration Guide. For information
on the ShoreTel Contact Center Solution, please review the ShoreTel Contact Center
Solution Installation Guide and the ShoreTel Contact Center Solution Administration
Guide.
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H A P T E R
1 3
Desktop Requirements
This chapter describes the hardware and software requirements for installing the end-user
desktop client software.
13.1 Checklist
Review the following hardware and software requirements before proceeding to the next
chapter:
Task
Description
Recommendations
page 183
Hardware Requirements
page 184
Software Requirements
page 184
Network Requirements
page 189
Table 13-1
Desktop Requirements Checklist
The installation procedures are covered in Chapter 18, starting on page 239.
13.2 Recommendations
The following recommendations will assist you in planning and installing your desktop
computers for the ShoreTel Communicator applications.
Verify that each computer meets the minimum hardware and software
requirements.
Install the Client for the Microsoft Networking component.
Close all applications before installing software.
Users running Windows XP Professional or Microsoft Windows Vista must have
local administrative privileges to install the software.
Microsoft Outlook must be configured in Corporate or Workgroup mode for
Outlook Integration to function properly. Internet Only mode is not supported.
Users should be informed of which ShoreTel Communicator application they will
be using.
During fresh install or upgrade to the ShoreTel client, VSTO pre-requisites need to
be installed first. The VSTO pre-requisites will be installed automatically during
the ShoreTel client installation.
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13.3 Hardware Requirements
Computer Hardware requirements for running ShoreTel Communicator depend on the
ShoreTel Communicator version and the video call resolution. Table 13-2 displays the
recommended configuration for computers running ShoreWare ShoreTel Communicator.
ShoreTel Communicator Version
Processor XP and Vista
Processor Windows 7
Max Presence Load
Communicator with Personal Access
Pentium 3 – 800 MHz
Pentium 4 - 1.6 GHz
No Presence supported
Communicator with Professional
Access
Pentium 4 - 3.0 GHz
with HT or Dual Core
1.6 GHz
Pentium 4 - 1.6 GHz
1 Event/Second
Communicator with Agent, Supervisor,
Operator Access
(<40 extension presences)
Pentium 4 - 3.0 GHz
with HT or Dual Core
1.6 GHz
Pentium 4 - 3.0 GHz
with HT or Dual Core
1.6 GHz
1 Event/Second
Communicator with Agent, Supervisor,
Operator Access
(<500 extension presences)
Dual Core 1.6 GHz
All Versions, VGA Video
Dual-Core 1.6 GHz
All Versions, XGA Video
Core 2 Quad 2.4 GHz
Table 13-2
Dual Core 1.6 GHz
1 Event/Second
Dual-Core 1.6 GHz
1 Event/Second
Core 2 Quad 2.4 GHz
1 Event/Second
Client Device Hardware Requirements
Di sc a
R AM b
A v ailab le RA M Co mm u nic ator V ersio n
V i sta V i sta 1 GB 1 GB
Com m un icat or with
Prof es sion al Ac ce ss
1 GB Com m un icat or with
A ge n t, Supe rv isor,
O pera tor A cce ss ( <40
exte n sion pres enc e )
Com m un icat or with
A ge n t, Supe rv isor,
O pera tor A cce ss ( <500
exte n sion pres enc e )
A ll Ve rsio ns , VG A Vide o
*A ll Ve rsion s , XG A
Vide o
Com m un icat or with
Pe rson al Ac ce ss
X P W 7 X P 1 GB 1 G B
1 G B
1 GB
1 GB 1 G B
1 GB 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB V ist a W 7 XP V is ta W 7 2 G B
2 G B
100 MB 100 MB 150 M B 1 G B
2 G B
2 G B
150 MB 150 MB 250 M B 1 G B 1 G B 2 G B 2 G B 150 MB 150 MB 250 M B 1 GB 1 G B 1 G B 2 G B 2 G B 150 MB 150 MB 250 M B 1 GB
1 GB 1 G B
1 G B
2 G B
2 G B
150 MB 150 MB 250 M B 2 GB
2 GB 2 G B
1 G B
2 G B
2 G B
150 MB 150 MB 250 M B a.Disc space requirement is for installation on a system without .NET Framework installed
previously. Once installed, Communicator requires less than 100 MB disc space.
b.Lists ShoreTel Communicator memory requirements during normal operation. When
running other office applications on the PC in addition to Communicator, memory
recommendations are 512 MB (XP) or 1 GB (Vista).
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13.4 Software Requirements
13.4.1 Operating Systems
ShoreTel Communicator applications is supported on the following operating systems:
Windows XP Professional, 32 bit, SP3
Windows Vista Business, 32-bit, SP2
Windows Vista Enterprise, 32-bit, SP2
Windows Vista Enterprise, 64-bit, SP2
Windows 7 Business, 32-bit
Windows 7 Enterprise, 32-bit
Windows 7 Business, 64-bit
Windows 7 Enterprise, 64-bit
Unicode support (Double Byte Character)
Windows Terminal Server
Windows 2008 Terminal Server, 32-bit, SP2
Windows 2008 Terminal Server , 64-bit
CitrixXenApp 5.0 Windows 2008, 32-bit SP2 (Isolation mode is not supported)
For ShoreTel desktop applications to function correctly, you must install the Client for
Microsoft Networking.
Citrix and Windows Terminal Server (WTS) technologies enable processing for multiple
users to be aggregated on a single Windows computer. The single Windows computer is a
process and disk sharing server for multiple users that have lightweight or thin graphics
stations on their desktop. Citrix communicates between the server and clients using the
ICA protocol, whereas Windows Terminal Server uses the RDP protocol.
For configuration and support information on c WTS servers running ShoreTel
Communicator clients, see Appendix E, starting on page 277.
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13.4.2 Internet Browsers
ShoreWare Web Access call handling application requires one of the following browsers:
MS Internet Explorer 7.0
MS Internet Explorer 8.0
Web Client
Safari 4.0 on Macintosh
MS Internet Explorer 8.0
Firefox 3.6 on Windows
Adobe Flash 9,10
13.4.3 Microsoft Outlook Integration
The following are required when the Microsoft Outlook Integration feature is used:
Outlook 2003, SP2
Outlook 2007, SP2
Additional Requirements for Microsoft Outlook Integration include:
Microsoft Outlook must already be installed as the user's email before installing
Outlook integration features (see the installation procedure in Chapter 18, starting
on page 239).
Outlook must be configured for
providers) and not for
features.
mode (supporting multiple mail service
mode before installing Outlook integration
Automatic Call Handling with the Microsoft Outlook Calendar requires an optional
component of Microsoft Office called Collaborative Data Objects.
The Collaboration Data Object must be installed in order for Microsoft Outlook
calendar integration to work.
13.4.3.1 Offline Call Handling
ShoreTel 11 can integrate with Microsoft Outlook 2007 to allow Offline Call Handling
Modes (CHM). Once configured, a user’s CHM will automatically change, based on the
user’s Outlook calendar, even when Outlook is not currently opened. The Call Application
Server (CAS) is responsible for handling the call handling mode changes and user
configurations associated with this feature.
Microsoft Outlook 2007 Plug-in with Offline Call Handling Modes requires the installation
of the following components on the client system:
NET Framework 3.5
Outlook 2007 Primary Interop Assemblies
Visual Studio Tools for Office Runtime 3.
Outlook CAS Interface add-in
13.4.3.2 ShoreTel Communicator Integration with Outlook Implementation
Outlook integration may be installed from ShoreTel Communicator when the user
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navigates to the Options and Preferences Dialog menu and selects the Outlook option.
Users need to quit Outlook to install the plug-in.
Note: Once the plug-in is installed, it is not necessary to restart the computer.
Figure 13-1
ShoreTel Communicator Options - Outlook Install
13.4.3.3 Outlook Call Handling Modes
ShoreTel now supports a simple drop down list located in the ShoreTel Ribbon Group of
the Appointment Ribbon. A new ShoreTel Ribbon Group is added to the Appointment
Ribbon. This ribbon group will contain the call Call Handling Mode menu.
Figure 13-2
ShoreTel 11.1
Microsoft Plug-in - Call Handling Modes Drop down
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When the drop down arrow on the button is selected, the Call Handling Modes options will
appear. Users can set their call handling mode using the drop down arrow on the button is
selected.
Figure 13-3
Call Handling Mode Button
Call Handling Modes Options Dialog
The Call Handling Modes setup is located in the Outlook Options page under the ShoreTel
Call Handling Schedule tab.
Figure 13-4
Outlook Options - ShoreTel Call Handling Schedule Tab
Calendar Busy/Out of Office Options
The Calendar Busy and Out of Office options are configurations that the user can use to set
their call handling mode, based upon the appointment item's busy status configuration. If
the Outlook appointment item's busy status configuration is set to show time as busy when
the appointment starts, the CHM will automatically change to "In a Meeting.” If the busy
status configuration is set to show time as out of office, the CHM will change to “Out of
Office.”
Note: These options are overridden when a user manually changes their Call Handling
Mode in the appointment ribbon.
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Working Offline
Users should NOT change their appointments when Outlook is offline (not connected to
the network). If the user modifies their schedules while offline, the web meeting or Call
Handling Mode features will not be available and will not be uploaded to Call Application
Server.
Localization
The Outlook CHM add-in may be customized for language. Languages that are currently
supported with ShoreTel Communicator are supported for the Outlook integration
modules.
These modules will automatically pick the current Outlook interface language if an Add-in
dll has been provided in that language. If no Add-in dll is provided for that language, it will
fall back to the system default. For example: if a user has a German version of Outlook, the
Call Handling Mode drop down, will display all text in German, provided that the Add-In
has been localized for German.
13.4.4 Microsoft Updates on the Server
ShoreTel weekly updates test systems with the latest Microsoft desktop patches. When
releasing a new build, ShoreTel publishes Build Notes that lists the Microsoft patches that
are certified against the build. ShoreTel also highlights software changes required by the MS
patches.
The conservative approach is to turn off regular MS updates until you review the detailed
certification provided with each release.
13.5 Network Requirements
Personal computers running ShoreTel Communicator software must be networked to the
ShoreWare server. See Chapter 9, starting on page 107, for bandwidth requirements.
13.6 Virus Protection Desktop Systems
ShoreTel allows the use of industry standard virus protection software on desktop systems
running the client application.
13.7 VMware Virtual Environment for Main and DVS
Servers
13.7.1 Versions
The following versions of VMware will be supported:
VMware vSphere 4 (ESX 4 / ESXi 4)
13.7.2 Configuration (For Main Server Only)
High Availability
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VMotion
Note: Only server running on VMware for the core platform is supported. The ECC,
CSTA, and other TPP and professional services applications are not supported on the
ShoreWare virtual servers.
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Site Requirements and Preparation
This chapter provides information about preparing your site for the ShoreTel system,
including concerns such as physical space, environment, and cabling.
14.1 Checklist
Review the following site requirement topics before proceeding to the next chapter:
Task
Description
Recommendations
page 191
Voice Switch Requirements
page 192
Racks and Cabling
page 197
A 19-inch data rack, shelf, and modular patch panels can be
purchased from most major electrical suppliers.
page 198
Table 14-1
Site Requirements and Preparation Checklist
14.2 Recommendations
The following recommendations will assist you in planning and preparing your site for the
ShoreTel system.
Hire a cabling contractor to install your racks, patch panels, and cabling.
Have an RJ-48C cable ready for each voice switch.
14.2.1 Switch Models
You can locate the model number of your switches on the rear panel as shown in Figure .
This document distinguishes between switches based on the model number and the
number of RU’s the switch occupies.
ShoreGear 120 Model Number Label
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Refer to Appendix H for a information on all ShoreGear switches, including capabilities,
connectors, and LED behavior.
14.3 Voice Switch Requirements
This section includes requirements for mounting the ShoreGear voice switches, along with
other switch-related requirements and specifications.
14.3.1 Physical Requirements
The ShoreGear voice switches are designed to be mounted in a standard 19-inch rack.
Table 14-2 shows the specifications for each voice switch. For more information refer to the
, included with each ShoreGear voice switch.
ShoreGear 120
ShoreGear 60
ShoreGear 40
ShoreGear T1
ShoreGear E1
Dimensions (H x W x D)
1.72” x 17.16” x 14.28 “
43.68 x 435.86 x 362.71 mm
1.72” x 17.16” x 14.28 “
43.68 x 435.86 x 362.71 mm
Rack mount units
1 RU
1 RU
Mounting position
Front, Center
Front, Center
Weight
9 lbs
4.08 kg
8 lbs
3.62 kg
Maximum stacked per shelf
3 switches
3 switches
Parameter
Table 14-2
ShoreGear Voice Switch Physical Specifications
Table 14-3 shows the latest hardware line, designed to increase port density.
Parameter
Dimension
Dimensions (H x W x D)
1.69” x 8.39” x 14.28 “
43 x 213 x 378 mm
Rack mount units
1 RU
Mounting position
Front, Center
Weight
5.3 lbs
2.4 kg
Maximum stacked per shelf
6 switches
Table 14-3
Half-Width ShoreGear Voice Switch Physical Specifications
14.3.2 Input Power
For backup purposes, ShoreTel recommends that all ShoreGear voice switches and the
ShoreWare server be connected to an uninterruptable power supply (UPS). This ensures
that telephone service will continue in the event of a power interruption.
Table 14-4 shows the power requirements for the full-width ShoreGear voice switches.
Table 14-5 shows the power requirements for the half-width ShoreGear voice switches.
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ShoreGear 120
ShoreGear 60
ShoreGear 40
ShoreGear T1
ShoreGear E1
Input voltage
100–240 VAC
50–60 Hz
100–240 VAC
50–60 Hz
100–240 VAC
50–60 Hz
Current consumption @110 VAC (maximum)
2A max
1A max
1A max
Number of grounded 110 VAC outlets per
switch
1
1
1
Power consumption (typical)
90W typ
50W typ
50W typ
Parameter
Table 14-4
ShoreGear Voice Switch Power Input (Full-Width Switches)
ShoreGear 90
ShoreGear 90BRI
ShoreGear 50
ShoreGear 30
ShoreGear 220T1
ShoreGear 220T1A
ShoreGear 220E1
ShoreGear T1k
Input voltage
100–240 VAC
50–60 Hz
100–240 VAC
50–60 Hz
Current consumption @110 VAC (maximum)
1A max
1A max
Number of grounded 110 VAC outlets per switch
1
1
Power consumption (typical)
40W
17W
Parameter
Table 14-5
ShoreGear Voice Switch Power Input (Half-Width Switches)
14.3.3 Power and Heat Dissipation
The voice switches dissipate power and heat. ShoreTel recommends that you use the
information provided in Table 14-6 and Table 14-7 to help calculate the ventilation
requirements of the equipment room.
Parameter
SG 120/24
SG 60/12
SG 40/8
SG T1
50 W typ
Power dissipation (typical)
90 W typ
90 W typ
50 W typ
Heat dissipation
215 BTU/hour
140 BTU/hour
85 BTU/hour 61 BTU/hour
Table 14-6
50 W typ
65 BTU/hour
ShoreGear Voice Switch Power and Heat Dissipation (Full-Width Switches)
Parameter
SG 90
SG 90BRI
SG 50
SG 30
SG 220T1
SG 220T1A
ShoreGear 220E1
Power dissipation (typical)
40 W typ
40 W typ
17 W typ
Heat dissipation
137 BTU/hour
137 BTU/hour
58 BTU/hour
Table 14-7
SG E1
ShoreGear Voice Switch Power and Heat Dissipation (Half-Width Switches)
14.3.4 Environmental Requirements
The ShoreGear voice switches require that the environmental specifications provided in
Table 14-8 be met.
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Parameter
Specification
Operating temperature
0° to 50° C (32° to 122° F)
Operating humidity (non-condensing)
10% to 90%
Storage temperature
–30° C to 70° C (-34.4° to 158° F)
Table 14-8
ShoreGear Environmental Specifications
14.3.5 Reliability and Availability
Each ShoreGear voice switch is an embedded product with no moving parts other than a
highly reliable fan. In addition, the power supply contained within the voice switch has a
very high individual mean time before failure (MTBF), as shown in Table 14-9.
Voice Switch
Predicted
Demonstrated
MTBF (hours) MTBF (hours)
MTTR (hours) Availability
ShoreGear 120
84,570
320,142
1
99.9997%
ShoreGear 60
90,956
152,388
1
99.9993%
ShoreGear 40
132,302
314,557
1
99.9997%
ShoreGear T1
158,229
312,709
1
99.9997%
ShoreGear E1
154,229
312,709
1
99.9997%
MTBF = Mean time before failure
MTTR - Mean time to repair
Availability = %uptime/time = MTBF/(MTBF+MTTR)
Table 14-9
ShoreGear Voice Switch Dependability
Since the ShoreTel system is plug-and-play, a switch can be replaced in minutes.
Distributed call control software means there is no system-wide single point of failure. If a
single ShoreGear voice switch fails, all the other voice switches continue to operate.
Table 14-10 shows the reliability information for the ShorePhone phones. Hourly numbers
shown are based on demonstrated reliability (as opposed to calculated).
Phone
MTBF hours (calculated)
MTBF hours (demonstrated)
IP110
64,800
490,000
IP115
N/A
TBD
IP210
62,100
240,000
IP212k
58,200
350,000
IP230
58,200
350,000
IP265
N/A
TBD
IP530/560
56,300
360,000
IP560g
56,400
TBD
IP565g
N/A
TBD
BB24
72,600
TBD
Table 14-10
ShorePhone IP Phone Dependability
14.3.6 Memory and Processing
Each ShoreGear voice switch has the same memory and processing (see table below).
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Type
Details
Flash Memory
16 MB
Random Access Memory
128 MB
Main Processor
PowerPC 8245
Digital Signal Processor
Texas Instruments 5409A
Table 14-11
ShoreGear Voice Switch Memory and Processing
14.3.7 Connectors
Table 14-12 summarizes all of the connectors on the ShoreGear voice switches. Diagrams
showing where these connectors are located are provided later in this chapter.
Port/Connector
SG 120/24
SG 60/12
SG 40/8
SG T1
SG E1
Power
110 VAC
110 VAC
Ethernet
2 RJ-45
2 RJ-45
Analog telephone/trunk
RJ-21X male
0–2,000 feeta
—
—
Digital trunk
—
RJ-48C
T1 trunk monitor
—
RJ-48C
Audio input (Music on Hold)
3.5 mini-mono
—
Audio output (Paging, Night Bell)
3.5 mini-mono
—
Maintenance
DB-9 female
DB-9 female
Table 14-12
ShoreGear Voice Switch Connectors
a. 2000 ft. length uses 26AWG wire.
14.3.7.1 Power Cabling
Each ShoreGear voice switch comes equipped with a standard 110 VAC modular power
cord. A localized modular power cord can be ordered from ShoreTel. ShoreTel recommends
that every ShoreGear voice switch, as well as the ShoreWare server, be connected to an
uninterruptable power supply (UPS).
14.3.7.2 Ethernet Cabling
Each ShoreGear voice switch has two RJ-45 connectors that provide an auto-sensing 10/
100M Ethernet interface. These are connected to the local area network using standard
Category 5 cabling.
ShoreGear voice switches come with two network interfaces, LAN1 and LAN2, allowing for
a network fault tolerant deployment. You can connect to either or both connectors; there is
no primary/secondary relationship. When both are connected, only one will be active at
any time. If the currently active interface loses the link, the alternate interface becomes
active. Both interfaces will use the same MAC Ethernet address, and IP address.
There are two levels of fault tolerance. To protect against Ethernet switch failure, connect
LAN1 and LAN 2 to separate Ethernet switches. To protect against port or cable failure,
connect LAN1 and LAN2 to separate ports on the same Ethernet switch.
10 Base-T and 100 Base-T can typically support up to 100 meters.
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14.3.7.3 IP Phone Cabling
Each ShorePhone IP phone has an RJ-45 connector that provides an auto-sensing
10/100M Ethernet interface. This is connected to the local area network using standard
Category 5 cabling.
10 Base-T and 100 Base-T can typically support up to 100 meters.
14.3.7.4 Analog Telephone and Trunk Cabling
ShoreGear voice switches that support analog protocols provide an RJ-21X male connector
for mass termination of the telephones and trunks. This should be connected using a
standard 25-pair cable. ShoreTel recommends using the RJ-21X and connecting to a patch
panel to provide simple moves, adds, and changes.
Telephones can be supported from 0 to 2,000 feet from the voice switch over standard
cabling. Use larger gauge wires for longer distances.
It is recommended that an analog telephone be provisioned in the equipment room for
troubleshooting purposes.
Pinouts of the ShoreGear switches are shown in the section Appendix G, starting on page
303.
14.3.7.5 Digital Trunk and Trunk Monitor Cabling
ShoreGear voice switches that support digital trunks have an RJ-48C connector as the telco
interface to the T1/E1 trunk from the telephone service provider.
These voice switches provide an internal Channel Service Unit (CSU).
ShoreGear voice switches that support T1 and E1 trunks have an additional RJ-48C
connector that is wired to the telco interface for the purpose of troubleshooting the T1 or
E1 interface with specialized test equipment. This connector is normally not used.
14.3.7.6 Audio Input (Music on Hold) Cabling
Various ShoreGear voice switches have a 3.5 mm mini-stereo input connector that provide
music or some other recording to callers when they are on hold. The input port supports
low-level line audio from a preamplifier or mini-CD player, at 47 kΩ nominal impedance.
The audio input cable can be up to 10 feet long. Refer to Appendix G, starting on page 303,
to determine the voice switches that provide the 3.5 mm mini-stereo input connector.
The audio input port on the ShoreGear voice switches is a mono connection. If you
connect a stereo input, the stereo signal is converted to a mono signal.
To minimize bandwidth, music on hold is not streamed across the wide area network, so
you will need one music source per site.
The music and music source are not included with the ShoreTel system.
WARNING In accordance with United States copyright laws, a license may be required
from the American Society of Composers, Authors, and Publishers, or a similar
organization, if radio or TV broadcasts are played for music on hold. As an alternative,
an ASCAP-approved CD or tape can be used. ShoreTel, Inc. disclaims any liability out
of failure to obtain such a license.
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14.3.7.7 Audio Output (Paging and Night Bell) Cabling
Various ShoreGear voice switches have a 3.5 mm mini-stereo audio output connector for
overhead paging and night bell on a per site basis. The audio output port provides low-level
line audio with a sufficient input level for a typical amplifier. The paging port output is
about one volt peak to peak, similar to the line output of a CD player, and can drive inputs
that are 600 ohms or higher. Refer to Appendix G, starting on page 303, to determine the
voice switches that provide the 3.5 mm mini-stereo input connector.
The audio output is mono signal. If you use a stereo jack, the signal is available on one
channel, but the other channel will be silent.
This is a single-zone paging system. If more zones are required, see the application note on
ShoreTel’s online knowledge base.
14.3.7.8 Maintenance Cabling
ShoreGear voice switches support a maintenance port for connection terminal using a
standard DB-9 female connector. This maintenance port is typically used only when
assigning networking parameters if DHCP or BOOTP is not being used.
14.4 Racks and Cabling
14.4.1 General Cabling Overview
The diagram in Figure 14-1 highlights the key components with respect to cabling for your
voice network.
Figure 14-1
Cabling Overview
Starting from the lower left in this diagram, the telephone cabling is organized as follows:
A telephone jack (RJ-11) is provided for each telephone.
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Telephone cabling (Category 3 or better) is terminated on the telephone jack and
runs back to the equipment room to a modular connector (RJ-21X) on a telephone
patch panel.
The telephone patch panel provides a flexible cable management solution for the
telephone cabling. The patch panel has RJ-21X connections for the telephone
cabling and RJ-11 connections on the front.
Patch cords are connected from the telephone patch panel (RJ-11) to the voice
switch patch panel (RJ-11).
The voice switch patch panel provides a flexible cable management solution for the
voice switches. The patch panel has RJ-21X connections running to the voice
switches and RJ-11 connections on the front.
Starting from the right in Figure 14-1, the trunk cabling is organized as follows:
The digital (T1/E1) and analog trunks are terminated on a punch-down block.
The digital service is further terminated at a service provider demark with an RJ-48
connector.
An RJ-48 cable from the T1/E1 demark connects to the ShoreGear T1 or ShoreGear
E1.
The analog service is cross-connected to a modular (RJ-21X) punch-down block.
A telco cable is connected to the modular (RJ-21X) punch-down jackand runs to a
modular connector (RJ-21X) on an analog trunk patch panel.
Like the telephone cabling, patch cords are connected from the analog trunk patch
panel (RJ-11) to the voice switch patch panel (RJ-11).
As an alternative, patch panels can be replaced with punch-down blocks. This may be more
cost-effective but is less flexible.
14.4.2 Rack Overview
Figure 14-2 shows a typical rack installation.
A 19-inch data rack, shelf, and modular patch panels can be purchased from most major
electrical suppliers.
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Figure 14-2
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1 5
Legacy Integration
ShoreTel provides a migration solution from a legacy TDM-based voice network into the
voice-over-IP ShoreTel system. You can handle line growth and enable a migration of users
from the legacy system to the ShoreTel IP PBX by deploying the ShoreTel system at one
location in a multi-location enterprise, or side-by-side with a legacy PBX at a single
location.
Integrating the ShoreTel system with your legacy PBX's allows users on the different
systems to communicate with each other effectively for both phone calls and using voice
mail.
With an integrated voice network, you can:
Simplify communications for your users with an enterprise-wide coordinated
dialing plan using extension dialing.
Exchange voice mail messages between users on different sites using different voice
mail systems. Standard commands such as compose, forward, and replay extend
the value of your different voice mail systems.
Consolidate trunks with different traffic types to leverage different service provider
rates.
Reduce service costs by redirecting inter-site calls across your IP network.
15.1 Checklist
Review the following topics before proceeding to the next chapter:
Task
Description
Coordinated Dialing
page 202
Trunk Requirements
page 203
Coordinated Dialing Plan
page 203
PSTN Services
page 204
Multi-Site Integration
page 204
Single Site Integration
page 204
Consolidated Long Distance
page 205
Voice Mail Integration
page 205
System Requirements
page 221
Table 15-1
ShoreTel 11.1
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Task
Description
Connection Cable
page 221
Administration and Configuration
page 222
Trunk Configuration
page 222
Table 15-1
Legacy Integration Checklist
15.2 Introduction
A digital trunk “tie” line integrates the ShoreTel system with a legacy PBX. The connection
is between the legacy system’s PRI interface and the PRI interface of a ShoreGear switch
located anywhere in your IP network.
There are four different types of activities that occur on the interface.
Calls from ShoreTel users or applications to an extension located on the other
system are routed across the tie trunk. When a call is placed, the trunk is accessed
and the ShoreTel system sends the configured number of digits to the PBX
identifying the called extension.
Calls from users on the legacy system or from trunks, or other applications on the
legacy PBX, are routed across this interface. When the legacy user places their call,
the legacy system accesses the trunk and then sends the digits as DNIS.
Outbound calls from users or applications on the ShoreTel system can be routed
across the trunk to the legacy PBX. When a call is placed, the trunk access code or
trunk configuration of the connection to the legacy PBX indicates the outbound
call is to be placed to the PBX.
Calls between the ShoreTel and legacy system's voice mail applications are carried
across the trunk connecting the two systems. The voice mail systems make calls to
configured destinations on the other system to send voice mail messages to users
on the other system.
A tie trunk is not required to enable voice mail or AMIS integration. The two voice mail
systems can communicate by dialing each other via the PSTN. In general, when a tie trunk
is in place, AMIS calls should be routed via the trunk to reduce PSTN costs.
The connection between the two systems can be provided by either T1 trunks or by a PRI
interface. ShoreTel recommends that you use PRI to enable calling number information
exchanges between the two systems.
15.3 Coordinated Dialing
Coordinated dialing allows users to dial between the systems using extension-to-extension
dialing as well as enabling consolidation of inbound and outbound services. To effectively
plan the integration, consider the following items:
Expected call traffic between the two systems to provide sufficient trunking
Current numbers of extensions and extension lengths at both systems
Service plans to determine which PSTN services are provided at each voice system
The type of legacy PBX equipment integrated with the ShoreTel system
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15.4 Trunk Requirements
The number of digital trunks required between the ShoreTel system and the legacy PBX
depends on the expected traffic between the two systems. To determine the number of
trunks, you need to estimate the number of calls per hour that are placed between the two
systems. When estimating the call volume between the two systems, consider the
following:
The volume of direct calls between users on the two systems
Traffic related to Automated Call Distributor (ADC) calls
Outbound call volume (i.e. when outbound trunking to the PSTN is provided by
one of the systems for all users, such as a PSTN trunk connected to the legacy PBX
that provides long distance services for users on both the legacy and ShoreTel
system)
Inbound call volume (i.e. when inbound services are provided by one system to all
users)
Additionally, you can rely on the estimated calls-per-hour number to determine the number
of trunks to configure between the two systems.
For more information on trunk requirements, see Chapter 5, starting on page 67.
15.5 Coordinated Dialing Plan
With legacy integration, users on both systems can dial one another using abbreviated or
extension dialing. This includes dialing from applications on the systems, such as the
ShoreTel voice mail application, and would also include forwarding a call to an assistant at
an extension on the legacy PBX. To determine the coordinated dialing plan configuration,
you must identify the current numbering of users on both systems. For example:
When the systems are located together, extensions can normally be assigned from a
single numbering plan, or from a single DID number range provided by the local
carrier. In this case, the extensions on the two systems are assigned such that there
is no overlap using the desired extension length.
When systems are at different locations, each system’s numbering plan is often
based on the DID range supplied by the local telephone company. In this case,
overlap of the extension ranges can occur at the currently used extension length.
For example, consider the following situation.
One location is assigned DID range 408-555-2000 through 2999
The second location is assigned range 650-333-2500 through 2799
The systems currently use four-digit dialing matching the trailing 4 digits of the
DID numbers.
In this case, there are users on both systems currently assigned extension 2500. To provide
a coordinated dialing plan across the systems, the extensions must be adjusted to make
them unique system-wide. In the integration, four-digit extensions that overlap are made
unique by increasing the extension length across the system. When the extension length is
increased, the first digit becomes the “system” number and the remaining digits are the
“extension.” In the above example, the extension length would be increased to five-digit
dialing, and at the first location would be extensions 52000 through 52999, while users at
the second location would be assigned extensions 32500 through 32799.
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The extensions on all systems that are integrated together should be configured to be the
same length.
Be sure to document the planned integrated dialing plan prior to configuring the systems to
streamline the configuration process. Information to take note of is provided in the
following template:
System One
System Two
Location
DID Range
Local Extensions
(Prefix + Number)
Remote Extensions
(Prefix + Number)
Table 15-2
Dial Plan template
15.6 PSTN Services
The number of trunks, your integration plan, and the overall system design includes the
provisioning of services across the network. PSTN services can be provided at both systems
in the integration or consolidated together on one system.
15.7 Multi-Site Integration
When the systems are located at different sites, both systems should have local trunking for
both inbound and outbound calls. Local inbound numbers make it easy for nearby
customers to reach you, while local outbound trunks allow you to save on telephone
charges by using local services at the site.
In this configuration, the trunk lines connecting the systems are used for the inter-site
calling between extensions or applications on the two systems. The interfaces on the two
systems are configured to dial out to the remote or off-system extensions, and to accept
incoming calls using DNIS.
The ShoreGear voice switch that connects to the legacy PBX should be located at the site
with the legacy PBX. This leverages the IP network to extend the calls to the other sites
with the ShoreTel system.
15.8 Single Site Integration
When the systems are located at the same site, it is not required that both systems be
connected to the PSTN. The systems can be configured to best match your requirements.
In a single site configuration, the PSTN connections for inbound calls can be connected to
each system. In this environment, the trunks connecting the two systems are configured to
dial out the remote or off-system extensions and to accept incoming calls using DNIS.
Alternatively, inbound services can be consolidated on either the ShoreTel system or the
legacy PBX. In this environment, calls to users on the other systems are forwarded to the
remote or off-system extensions through the trunk lines connecting the systems.
When all inbound trunks are consolidated on the ShoreTel system, the trunks are
configured to support off-system extensions within the range of extensions on the other
PBX.
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When all inbound trunks are configured on the legacy PBX, the trunks on the ShoreTel
system are configured to support inbound services with call routing to the extensions on
the ShoreTel system.
When DID numbers are already in place on one of the PBX’s which will be connected,
ShoreTel recommends that the inbound DID service not be moved or split between the
systems but configured to remain on the system where they are currently configured and
have calls to users on the other system forward across the connecting trunks.
In the single site configuration, ShoreTel recommends that services for outbound calls be
connected to the legacy PBX. In this configuration the trunk interfaces on the s system are
configured to support outbound local and long distance dialing while the interface on the
PBX is configured to route the received outbound calls.
15.9 Consolidated Long Distance
Long distance calls can be consolidated into a single PSTN interface across both the
ShoreTel system and the integrated legacy PBX. In this configuration, you gain the benefits
of reduced long distance rates by consolidating all your enterprise's long distance calls into
a single carrier. When it is required, the outbound long distance trunks are connected to
the legacy PBX and the ShoreTel system is configured to route long distance calls outbound
across the digital trunk connecting the systems.
15.10 Voice Mail Integration
The primary issue with voice mail integration is they are often proprietary and the
interfaces defined to connect the same and disparate systems are very old, complex and
difficult to implement. In fact, many voice systems from the same vendor are not
connected. The interface with which most customers are familiar is AMIS. This is an analog
interface that has been around for a long time, but is a real challenge to implement and can
be very expensive from legacy voice mail providers. It is not uncommon to pay $10,000 per
site for this capability. Another widely-used interface, Simplified Message Desk Interface
(SMDI), was developed in the days when the PBX and voice mail systems were separate
systems. It operates on a serial link between a PBX and voice mail system and allows them
to work together. ShoreTel supports both AMIS and SMDI protocols for voice mail
integration.
15.10.1AMIS Protocol Support
The ShoreTel system sends and receives voice mail messages to and from legacy voice mail
systems using AMIS protocol Version 1 - Specification February 1992. To send voice mail
messages to remote AMIS sites, ShoreTel dials the access phone number for 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 any 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, users cannot send replies. To send outbound AMIS
voice mail, you must define AMIS System profiles in ShoreWare Director.
ShoreTel negotiates the setup, handshaking, and teardown of AMIS system calls. Each voice
mail requires a call over the trunk group defined for the AMIS delivery and call-back
numbers.
To simplify AMIS systems and increase usability:
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Use the same extension length across your enterprise.
Use off-system extensions to match remote users’ mail boxes with their extension
numbers.
Assign each system a System ID to identify the remote site location
For more information on AMIS systems, see the ShoreTel Administration Guide.
15.10.2SMDI Protocol Support
The ShoreTel product supports the SMDI protocol, enabling seamless integration of
ShoreTel equipment with legacy phone systems and enabling a smooth migration toward
an all-IP telephony solution.
15.10.2.1A little history
The SMDI protocol evolved at a time when voice mail services and PBX services were
provided by separate physical devices. Over the years, manufacturers have managed to offer
both PBX and voice mail services within a single device, and the need for SMDI has
diminished. However, the protocol can still be useful in situations where newer equipment
will be integrated into a network of older devices.
15.10.2.2How it works
SMDI enables the separate devices that provide PBX and voice mail services to share
information over an out-of-band serial cable connection. The PBX shares information with
the voice mail system about incoming calls. The following information is passed to the
voice mail system:
who the call is from
where the call is going (i.e. user extension)
the reason the call is going to voice mail instead of being answered
In response, the voice mail system returns a notification to the PBX that a message was left
on the voice mail server. The PBX system then uses this information to alert the user by
turning on the “message waiting” light on his or her phone.
15.10.2.3Configurations of integrated equipment
With SMDI support, there are essentially two possible ways the ShoreTel and legacy
equipment can be configured:
– The legacy system provides voice mail services while
the ShoreTel system acts as the PBX.
– The ShoreTel system provides voice mail services while
the legacy system acts as the PBX.
15.10.2.4Additional details
A group of analog trunks from the ShoreTel system is used to access the legacy voice mail
system (the ShoreTel system is on the extension side of the trunks). The ShoreTel voice
mail application manages the group of outgoing extensions. The ShoreTel server can
provide digit translations if the legacy voice mail and ShoreTel system have different
extension lengths.
Figure 15-1 shows the ShoreTel system providing PBX services and the legacy equipment
providing voice mail services.
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Figure 15-1
Planning and Installation Guide
External Voice Mail with ShoreTel as PBX
Figure 15-2 below shows the legacy system providing PBX services and the ShoreTel
equipment providing voice mail services.
15.10.2.5Details
Figure 15-2 shows a ShoreTel switch connected to a legacy PBX through several
analog trunks. These phone lines carry voice information from the PBX to the voice
mail server. Signaling information is carried out-of-band on the separate serial line
(near the bottom of the illustration).
A ShoreTel voice mail server is connected through a serial cable to a PBX link
device. (The PBX link device provides the basic SMDI services that were not
included in some of the older legacy PBX devices. This device must be purchased
separately and configured per the manufacturer's instructions.)
The ShoreTel server and PBX link exchange information. The PBX link sends call
data to the ShoreTel voice mail server, and the call data contains information
related to the source and destination of the phone call, and provides information
about why the call is going to voice mail (e.g. user did not answer, line was busy,
etc.).
The ShoreTel server, in return, sends MWI (Message Waiting Indicator)
information that is used by the legacy PBX to turn on the message-waiting
mechanism on a user's phone to let her know she has received a message.
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Figure 15-2
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ShoreTel Voice Mail with legacy PBX
15.10.2.6Information Transferred via SMDI
The COM port is used to send call information between the ShoreTel system and the legacy
voice mail system. The SMDI protocol transmits the following call information from the
ShoreTel system to the legacy system:
Message desk number: 1-999
Logical Terminal number (terminal identifier): 1-9999
Call type (All, Busy, Direct, No Answer, Unknown)
Called party
Calling party
The SMDI MWI protocol transmits the following information from the legacy voice mail
system to the ShoreTel system:
Message waiting indication control
Extension
On/Off indication
15.10.3Configuring Legacy Voice Mail Integration Using SMDI
As mentioned before, there are two modes of operation with respect to integrating a
ShoreTel system and a legacy system:
External Voice Mail Configuration - In this configuration, the legacy system
provides voice mail services while the ShoreTel system acts as PBX for users.
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ShoreTel Voice Mail Configuration - In this configuration, the ShoreTel system
provides voice mail services while the legacy system acts as a PBX for users.
The former of these two operational modes (External voice mail) is discussed below, while
the procedure for the latter configuration (ShoreTel voice mail) follows in Section 15.10.4
on page 214.
To integrate a legacy voice mail system with ShoreTel, you need to perform the following
basic tasks:
Configure the server’s COM port for SMDI connections to the legacy system.
Configure interface options from ShoreWare Director.
Create a user group for users with access to the integration extensions.
15.10.3.1COM Port Setup
To establish the SMDI link between the ShoreTel server and the legacy voice mail system,
connect one end of a DB-9 serial cable to the COM port on the ShoreTel server and the
other end of the cable to a COM port on the legacy voice mail server.
The COM port settings on the ShoreTel server must match the settings of the COM port on
the legacy voice mail server. Obtain the legacy voice mail COM port settings from the
legacy voice mail server’s administration guide or from your system integration manager.
You need the following information:
Baud rate
Data bits
Parity
Stop bits
Flow control
To configure COM port communication:
Step 1 From the Start menu on the Windows server connected to the legacy voice
mail server, select Settings, and then Control Panel.
Step 2 In the Control Panel, open the Computer Management folder.
Step 3 Open the Device Manager.
Step 4 From the right pane in the window, expand the item Ports (COM & LTP).
Step 5 Right-click the COM port used to connect the ShoreTel server and legacy voice
mail system, and select Properties from the menu.
Ask your server administrator if you need help in determining the correct COM
port.
Step 6 In the Properties window, enter the settings for the legacy voice mail server
COM port.
Step 7 Click OK to save the settings.
Step 8 In ShoreWare Director, open the Server edit page.
Step 9 Enter the COM port the server will use for SMDI communications in the COM
Port (1-10) text box.
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Step 10Click Save.
The ShoreTel system will not read the COM port settings until you have saved
the changes to the Server edit page or until the voice mail service is restarted.
15.10.3.2Analog Trunk Port Setup
The ShoreTel system sends calls to the legacy voice mail server over analog trunks
connecting the two systems. The extensions are on the ShoreTel side, and the legacy voice
mail system is the trunk side. The ShoreTel system sends calls made to these extensions to
the legacy voice mail system when voice mail is needed. Before the call is sent, the SMDI
protocol sends information about the call to the legacy voice mail system via the SMDI
serial link. This allows the legacy voice mail system to handle the call correctly.
To configure the extensions, you need to do the following:
Create a list of the extensions and include the Logical Terminal Number for each
extension.
Configure the extensions with a new dial number (DN) type and marked as private
users with no mail box.
Assign a physical port to each extension in Director. Configure the extensions to
forward to the Backup Auto Attendant on “no answer” or “busy.”
15.10.3.3Configuring the ShoreWare Server
Follow these steps to set up communication between ShoreWare Director and the legacy
voice mail server.
To set up ShoreWare Director to communicate with the legacy voice mail server:
Step 1 From ShoreWare Director, click Servers in the navigation frame.
Step 2 Select the server connected to the legacy voice mail system.
Step 3 In the Edit Server page under Simplified Message Desk Interface, change the
settings as follows:
Step a Make sure that the ShoreTel as PBX box is selected.
Step b In the COM Port field, enter the port on the server that will be used for
SMDI communication.
Step c In the Message Desk Number field, enter the Message Desk number (range
is 1-999, with a default of 1). This number identifies a specific voice mail
system and must be set to the value the voice mail system expects. In
configurations where a number of SMDI links are daisy chained together,
this value is used to allow each system to known what data belongs to it.
Since most systems use only one SMDI link, this parameter is normally set
to 1.
Step d In the Number of Digits field, enter the extension length. (range 2-32
digits). This value is used to determine how many digits the ShoreTel system
sends in SMDI extension fields. This value needs to be set to the value the
voice mail system expects. The most common values are either 7 or 10. If
the system extension length is less than the number of SMDI digits then the
extension number will be padded. For example, if the ShoreTel system needs
to send extension 456 and the number of SMDI digits is set to 7, extension
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0000456 is sent. If no padding is desired, the number of digits should be set
to 2. In the above example with the number of SMDI digits set to 2 only 456
will be sent.
Step e In the Translation Table field, select a translation table. Translation tables are
created in ShoreWare Director. If you are using a translation table, make sure
the Use for Call Data and Use for MWI Data check boxes are selected. For
more information on building translation tables, see the ShoreTel
Administration Guide.
Step f Click Save.
15.10.3.4Digit Translation
If ShoreTel system extensions and legacy voice mail system extensions differ in length, you
need to create digit translation tables that map the ShoreTel extensions to legacy system
extensions. The digit translation tables must be added as a group of named tables from the
Voice Mail section of ShoreWare Director. For more information see the ShoreTel
Administration Guide.
Table 15-3 shows a digit translation table mapping shorter ShoreTel extensions to longer
legacy system extensions. For example, ShoreTel extensions in the range of 5xx will be in
the 65xx range on the PBX, and the original digit “5” will be replaced by “65.”
Extension Mapping
Digit Translation Table
ShoreTel
Legacy
Original Digits
Replacement Digits
5xx
65xx
5
65
3xx
73xx
3
73
2xx
83xx
2
83
Table 15-3
Digit Translation Mapping
Table 15-4 shows a digit translation table mapping longer ShoreTel extensions to shorter
legacy system extensions. For example, ShoreTel extensions in the range of 75xx will be in
sent. to extensions in the 3xx range on the legacy voice mail system, and the original digit
“75” will be replaced by “3.”
Extension Mapping
Digit Translation Table
ShoreTel
Legacy
Original Digits
Replacement Digits
65
5xx
65
5
66xx
6xx
66
6
75xx
3xx
75
3
Table 15-4
Digit Translation Mapping
Figure 15-3 illustrates how digit translation functions between the ShoreTel server and
legacy voice system.
To create a digit translation table, follow the procedure below:
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 to expand the list.
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Mixed Extension Length SMDI Integration
Step 4 Click on the Digit Translation Tables link.
Step 5 Click the New button.
Step 6 Enter a name in the Name field and click the Save button to store your digit
translation table.
Step 7 Click the New button again to display the Digit Translation window (below).
Next, you must select the digit translation mapping that you just created at the server.
Step 8 Click on the Application Servers link and click on the name of the ShoreTel
server that will be handling the digit translation.
Step 9 In the Simplified Message Desk Interface section of the Application Servers
window, select ShoreTel Voice Mail from the Mode drop-down menu.
Step 10The Translation Table drop-down menu appears. Click on the arrow-button
and select the name of the digit translation table that you just created.
Step 11Select the Use for Call Data check box and Use for MWI Data check box by
placing a check mark in each one (as shown below). Doing so allows for the
digit translation to occur when:
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Figure 15-4
Planning and Installation Guide
Leave Original Digits blank to add a digit to all legacy extensions
Data about a call is transferred between the legacy and ShoreTel systems.
Message Waiting Indicator information is transferred between the two
systems to notify the legacy PBX that a message was left on the ShoreTel
voice mail.
Step 12By default, the “Use Flash to Route Calls” check box is enabled. Leave this as is.
Note that this check box only appears when “ShoreTel Voice Mail” is selected
in the Mode drop-down menu in the Simplified Message Desk Interface section
of the window. If selected, calls sent to the ShoreTel Auto Attendant from the
SMDI trunk group are automatically transferred to the dialed extension using
flash. If not selected, calls will be routed using other lines.
The extension length must be the same on each of the systems for the “Transfer
Using Flash” feature to work as no translation is applied.
Step 13Click the Save button to store your changes.
15.10.3.5Setting Up the User Group in ShoreWare Director
Follow these steps to set up a user group for those users who will have their voice mail redirected to the legacy voice mail system.
To set up the user group:
Step 1 Open ShoreWare Director.
Step 2 From the navigation frame, click Users and then User Groups.
Step 3 Select an existing user group or create a new user group.
Step 4 Change the Simplified Message Desk Interface Mode option to ShoreTel as
PBX by selecting this setting from the drop-down menu.
Step 5 Click Save.
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Enabling digit translation for MWI and call data, and flash routing
15.10.4Configuring ShoreTel Voice Mail Integration Using SMDI
As mentioned before, there are two modes of operation with respect to integrating a
ShoreTel system and a legacy system:
- In this configuration, the legacy system provides
voice mail services while the ShoreTel system acts as PBX for users.
- In this configuration, the ShoreTel system
provides voice mail services while the legacy system acts as a PBX for users.
The former of these two operational modes (External voice mail) is discussed in Section
15.10.3 on page 208. The procedure for the latter configuration (ShoreTel voice mail)
follows.
Configuring the “ShoreTel Voice Mail Configuration” consists of the following major tasks:
Creating a Trunk Group
Creating Trunks
Configuring the ShoreTel Server for SMDI
Creating a User Group
Adding an Individual User
Configuring the Serial Connection
Configuring Digit Translation Tables
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PBX link
15.10.4.1Creating a Trunk Group
One of the first tasks involved in configuring SMDI is to create a trunk group. The trunk
group is used to manage the individual trunk lines between the ShoreTel switch and the
legacy PBX. Instructions for creating the trunk group are provided below. For additional
details on setting up trunk groups, refer to the ShoreTel Administration Guide.
To create a trunk group for SMDI trunks, follow the procedure below:
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 Trunks link to expand the list.
Step 4 Click on the Trunk Groups link to display the Trunk Groups window.
Step 5 Select the trunk group site, and select Analog Loop Start for the type. Then
click the Go link.
Step 6 Enter a name for the trunk group in the Name field, as shown below.
Figure 15-6
Creating a trunk group
Step 7 Enter a voice mail extension in the Inbound Destination field to direct
inbound calls to the ShoreTel Auto Attendant system.
Step 8 Click the Save button to store your changes.
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15.10.4.2Creating Trunks
After creating the trunk group, the next step is to create one or more trunk lines
representing each data connection between the ShoreTel switch and the legacy PBX. The
lines between the PBX and ShoreTel voice mail must be trunk lines with ShoreTel being the
trunk side and the PBX being the extension side, (i.e. calls leaving the PBX for the voice
mail system will leave on extensions). The PBX-to-voice mail connection might also be a
T1 trunk that uses a channel bank to provide extensions to the legacy PBX.
To create a trunk line, follow the procedure below:
Step 1 With ShoreWare Director still open, click on the Trunks link to expand the list.
Step 2 Click on the Individual Trunks link.
Step 3 Select the trunk line site (i.e. Headquarters or Remote) from the drop-down
menu, and use the drop-down menu to find and select the name of the trunk
group you just created.
Step 4 Click the Go link to display the Edit Trunk window, similar to the one shown
below.
Figure 15-7
Creating a trunk line
Step 5 In the Number field, enter the Logical Terminal Number. This value can range
from 1 to 9999. For many systems the extension number of the port is used.
The Logical Terminal Number identifies the port the PBX will use to send the
call to the ShoreTel voice mail system. It is very important that the LTN match
what the PBX will send. You must check with your PBX vendor to determine
what will be sent.
Step 6 Click the Save button to store your changes.
15.10.4.3Configuring the ShoreTel Server for SMDI
After creating the trunk lines, you will configure the ShoreTel voice mail server.
Configuration involves setting up the various SMDI parameters.
To configure the ShoreTel voice mail server for SMDI operations, follow the procedure
below:
Step 1 With ShoreWare Director still open, click on the Application Servers link.
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Step 2 Click on the name of the server (Headquarters or Remote) that will be acting as
the voice mail server for the legacy PBX.
Step 3 In the Simplified Message Desk Interface section of the Application Servers
window, click on the drop-down menu and select ShoreTel Voice Mail. A new
set of fields and menus related to SMDI appear.
Figure 15-8
Configuring ShoreTel voice mail server
Step 4 In the Trunk Group drop-down menu, select the name of the SMDI trunk
group that you created earlier. This tells the server the name of the trunk group
from which it should expect to receive voice mail calls.
Step 5 In the COM Port field, enter the numerical value (from 1-10) that corresponds
to the serial port of the ShoreTel server where you will be connecting the serial
port. (This serial port will be used to route out-of-band SMDI signaling
information between the PBX link device and the ShoreTel server.)
Step 6 The Message Desk Number, which has a range of 1-999, is optional and can be
set to the default value of 1. Check with the vendor for this value.
The Message Desk Number is used to indicate a specific system in situations
where a number of SMDI links have been daisy-chained together. This value
allows each system to known which data belongs to it. In most case this
parameter is set to 1, since only one system will be using the SMDI link.
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Step 7 The Number of Digits field, which has a range of 2-32, is optional.
This value determines how many digits the ShoreTel system will send in SMDI
extension fields. This value needs to be set to the value the voice mail system
expects. The most common values are either 7 or 10. If the system extension
length is less than the number of SMDI digits, then the extension number will
be padded. For example, if the ShoreTel system needs to send extension 456
and the number of SMDI digits is set to 7, extension 0000456 will be sent. If no
padding is desired the number of digits should be set to 2. In the above
example with the number of SMDI digits set to 2 only 456 will be sent.
Step 8 The translation table is optional and can be left as is for now. We will be
returning to the related topic of digit translation tables later.
Step 9 Click the Save button to store your changes.
15.10.4.4Creating a User Group
After setting up the ShoreTel voice mail server for SMDI, the next step is to add users to the
system. You will create a user group, and in this user group you will specify that all
members will use ShoreTel Voice Mail. Once this is done, then you will modify user profiles
at the individual level. For now, we will talk about creating the user group.
To create a user group for users on the legacy PBX system, follow the procedure below:
Step 1 With ShoreWare Director still open, click on the Users link to expand the list.
Step a Click on the User Groups link.
Step b Click on the Add New link to display the User Groups window.
Figure 15-9
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Step 2 Enter a Name for the user group in the Name field.
Step 3 In the Simplified Message Desk Interface Mode drop-down window, select
ShoreTel Voice Mail from the list.
Step 4 Click the Save button to store your changes.
15.10.4.5Adding an Individual User
After creating the user group, you can create user profiles for the legacy PBX users. To do
so, follow the procedure below:
Step 1 With ShoreWare Director still open, click on the Users link to expand the list.
Step 2 Click on the Individual Users link.
Step 3 In the Add new user at site field, select the server where you configured the
ShoreTel voice mail for the PBX link device.
Step 4 Click the Go link to display the Edit User window, shown below.
Figure 15-10
Creating a user record for a legacy user
Step 5 Enter a name for the user in the First Name and Last Name fields.
Step 6 In the License Type drop-down menu, click on the arrow-button and select
Mailbox-Only. The user is located on the legacy system and thus, he or she
does not require a ShoreTel extension.
Step 7 In the User Group drop-down menu, click on the arrow-button and find and
select the name of the user group you just created.
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Step 8 Click the Save button to store your changes.
15.10.4.6Configuring the Serial Connection
The ShoreTel voice mail system will only support one serial link per application server. To
support another legacy PBX, you will need another ShoreTel distributed application server.
A serial cable (i.e. null modem) should be used to connect the legacy PBX to one of the
COM ports of the ShoreTel server. Note that the ShoreTel system will extract the serial port
settings, such as baud rate and parity bit values, from the Windows COM port settings.
These settings can be verified by following the procedure below:
Step 1 Right-click My Computer.
Step 2 Select Manage.
Step 3 Select Device Manager.
Step 4 Left-click on Ports (COM & LPT).
Step 5 Right-click Communications Port (COM1), and select Properties.
Step 6 Left-click on the Port Settings tab.
Step 7 Verify that the settings match those suggested by the documentation that came
with your legacy PBX device.
15.10.4.7PBX
Manufacturer
Model
Nortel
• Meridian 1
• Nortel Norstar
Avaya
• System 75/85
• Definity
Mitel
• SX50
• SX200
• SX2000
Siemens
• 300S
NEC
• NEAX
Table 15-5
Supported PBXs
15.10.4.8PBX link
A PBXLink device may be needed to provide SMDI services for a legacy PBX that does not
offer support for SMDI. The PBXLink devices, manufactured by CTL, provides integration
services to allow certain digital PBXs to interface seamlessly with a Voice Messaging
System. The PBXLink connects to the PBX using a digital telephone line and to the Voice
Messaging System using an RS-232 link. The PBXLink uses information appearing on the
emulated digital set to determine the original source and destination of the calls being
forwarded to the voice mail system. This information is then communicated to the voice
mail system on an RS-232 serial link using the industry standard “Centrex SMDI” protocol.
The PBXLink is compatible with SMDI-compatible voice mail systems.
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When using SMDI, ShoreTel voice mail configuration, the following features will not be
supported:
Extension Assignment
Setting call handling mode
Setting agent state
The following features will be supported:
Recording greeting and name
Setting TUI password
Enable/disable envelope information
Email voice message options
Find Me
Message functions including call back
Message sending functions
Workgroup
ShoreTel voice mail
Agents cannot be extensions in the legacy PBX
System configuration
Configuration parameters
15.11 System Requirements
The following are required on the ShoreTel system, or on the legacy PBX to enable the
integration of the two systems:
ShoreTel system
— ShoreGear Voice Switch that supports a T1 circuit.
Legacy PBX
— T1 or PRI card for the PBX
— Available card slot and capacity for the added trunks
— Required software or licenses to support the desired trunk interface
If PRI is used in the integration interface, the legacy PBX must emulate the CO or support
Network Side PRI.
15.12 Connection Cable
15.12.1Special Considerations - Nortel PBX
When integrating with a Nortel Meridian PBX, a T1 connection must be used since the
legacy system does not support Network Side PRI.
15.12.2Special Considerations - Avaya/Lucent PBX
Universal Dial Plan (UDP) Must be Active - This capability enables transparent dialing
between the Avaya/Lucent PBX and the ShoreTel system. If this is not active, users on the
PBX will either have to dial a trunk access code to reach the users on the ShoreTel system,
or configure forwarding from an extension in the legacy system to the ShoreTel extension
using the trunk access code and the extension.
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In some cases, this feature must be purchased separately from Avaya/Lucent.
15.13 Administration and Configuration
15.13.1Tie Trunk Configuration
The following summary describes the administration and configuration of the digital trunk
for connecting the ShoreTel system to the legacy system.
15.13.2Services Summary
Before starting, a summary of the required configuration should be made based on the
required services in the interface.
Desired Service
Required Configuration
Extension-to-Extension Calling
Enable inbound services on the trunk.
Direct inbound calls using extension routing to the ShoreTel extensions.
Enable off-system extensions.
Define off-system extension range to match extensions on the remote PBX.
Inbound Trunks on Remote PBX
Enable inbound services on the trunk.
Direct inbound calls using extension routing to the ShoreTel extensions.
Outbound trunks on the remote PBX enable outbound services on the trunk.
Configure any required access code for the trunk and the local area code for
the trunks connected to the remote PBX.
Configure the desired trunk services such as local, long distance, and so on.
Configure the dialing format and any required digit sequences that are to be
pre-pended to the dialed numbers.
Users require trunk group access rights to use the trunk for outbound calls.
Consolidated Long Distance
Enable outbound services on the trunk.
Configure any required access code for the trunk and the local area code for
the trunks connected to the remote PBX.
Configure trunk services, such as long distance and international.
Configure the dialing format and any required digit sequences that are to be
pre-pended to the dialed numbers.
Users require trunk group access rights to use the trunk for outbound calls.
Table 15-6
Service Configuration Requirements
15.14 Trunk Configuration
The following steps describe how to configure the trunk for integrating the legacy PBX and
the ShoreTel system. Some steps are optional depending on the types of services desired as
summarized above.
To create a new trunk group
Step 1 In the ShoreWare Director, select Trunk Groups from the navigation frame to
open the Trunk Groups list page.
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Step 2 Select the site where the trunk will be integrated and the type of trunk to
configure - Digital Wink Start for T1 or PRI for PRI - and select Go. The new
trunk group is created and the Trunk Group Edit page appears.
Step 3 Click Save to store the trunk group configuration changes.
To configure inbound services with extension routing
Step 1 In ShoreWare Director, open the Trunk Group edit page for the tie trunk.
Step 2 Configure the number of digits received to match the number of digits sent by
the remote PBX. This must match the extension length.
Step 3 Enable Extension Routing by checking the box. This directs all the received
calls to the configured ShoreTel extension that matches the received DNIS
digits.
Step 4 Select a Destination to provide a back-up when the received digits do not match
an extension in the ShoreTel system.
Step 5 Click Save to save the trunk group configuration.
To configure off-system extensions
Step 1 In ShoreWare Director, open the Trunk Group edit page for the tie trunk.
Step 2 Select the Edit button by the off-system Extensions. The Off Systems Extension
Range dialog is displayed.
Step 3 Click New and define the extension ranges for the extension off the remote
PBX.
Step 4 Click Save to save the trunk group configuration.
To configure outbound call routing (via the remote PBX)
Step 1 In ShoreWare Director, open the Trunk Group edit Page for the tie trunk.
Step 2 Enable outbound services by selecting the Outbound check box.
Step 3 Configure the access code and areas codes for the trunk to match the PSTN
connection of the remote PBX.
Step 4 Select the desired trunk services to match the services provided via the remote
PBX.
Step 5 Select the desired Trunk Digit Manipulations to match the tie trunk and the
required dialing for the PSTN connection to your legacy PBX.
Step 6 As needed, configure the local prefixes and pre-pend digits to match the tie
trunk and the required dialing for the PSTN connection to your legacy PBX.
For additional information on trunk configuration and information on configuration
options, refer to the ShoreTel Administration Guide.
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IP Phone Installation
With ShoreTel IP phones, you deploy your telephony system as an end-to-end IP network
without dedicated station wiring. Connecting anywhere on the network, ShoreTel IP
phones work with the ShoreTel Communicator applications or can be used independently,
providing an intuitive interface to essential telephone features.
ShoreTel IP phones are preconfigured by ShoreTel to work in conjunction with your
ShoreTel system and your network’s Dynamic Host Configuration Protocol (DHCP) server.
Once the servers are configured, you simply plug the phones into the network and they are
automatically added to your ShoreTel system.
If you are not using a DHCP server or it is not currently online, you can set a static IP
address and other startup parameters directly at the IP phone. See Appendix C, starting on
page 271, for more information.
16.1 Checklist
Review the following IP phone installation topics before proceeding to the next chapter:
Task
Description
Recommendations
page 225
Preparing Your ShoreTel System for IP Phones
page 226
Associating a User Group with Unassigned IP Phones
page 229
Table 16-1
IP Phone Installation Checklist
16.2 Recommendations
The following recommendations will help you install your IP phones.
Make sure you have reviewed your network bandwidth and Quality of Service
(QoS) strategies and configured your network for your IP phones as described in
Chapter 9, starting on page 107.
Make sure you have configured DHCP vendor option 156 with boot server
information.
The phones may not boot properly if incorrect configuration data is present in the
telephone. This can occur if the telephones were previously used in an
environment where DHCP and automatic provisioning was not used, or the
telephone is from a vendor other than ShoreTel. See Appendix C, starting on page
271, for information about changing the telephone to the correct settings.
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16.3 Preparing Your ShoreTel System for IP Phones
This section provides the information you need to prepare your ShoreTel system for IP
phones.
16.3.1 Configuring Voice Switches for IP Phone Support
To provide PSTN local dialing for IP phone users, every site where IP phones are in use
must have a ShoreGear switch configured to support the number of IP phones at the site,
plus local analog or T1 trunks.
The ShoreGear voice switches send a heartbeat to the IP phones every 60 seconds. If the
heartbeat is not acknowledged within approximately four seconds, the switch considers the
IP phone to be offline or unavailable. The voice switches continue to broadcast the heatbeat
every minute. Any currently-offline IP phone that returns an acknowledgement is
considered online and available.
To configure IP phone support on a ShoreGear voice switch, you must reserve ports for IP
phone support on the ShoreGear Switch edit page in the ShoreWare Director. See the
“Configuring Switches” chapter in the ShoreTel Administration Guide for additional
information.
16.3.2 Configuring Teleworker IP Phones
To configure an IP phone as a teleworker phone:
Step 1 Define a range of IP addresses set aside for IP phone teleworkers as described in
Section 16.3.4 on page 227.
Step 2 Set a static IP address for the IP phone included in the range you defined in
Step 1. For instructions on setting a static IP address for an IP phone, see
Appendix C, starting on page 271.
Step 3 Connect the IP phone to your Ethernet connection to the Internet.
16.3.3 Assigning the Configuration Switches
You need to designate a switch for handling initial service requests from IP phones installed
on your ShoreTel system. You have the option of assigning two switches to this function, to
provide a backup in case of network problems. Every IP phone installation must have at
least one configuration switch. If you do not assign a switch, the ShoreTel system
automatically assigns the first two ShoreGear switches that you configure.
IP phones must be able to contact at least one of the assigned configuration switches when
first connected to the network. If the IP phone cannot reach a configuration switch, the
telephone will not be added to the system.
To assign configuration switches:
Step 1 From the ShoreWare Director navigation pane, click IP Phones.
Step 2 Click IP Phones Options. Figure 16-2 shows the IP Phones Options edit page.
This page has several configurable parameters:
IP Phone Configuration Switch 1
IP Phone Configuration Switch 2
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User Group for Unassigned IP Phones
IP Phone Announcement
IP Phone Password
Enable IP Phone Failover
Delay After Collecting Digits
Figure 16-1
IP Phones Options Edit Page
Step 3 Select an available switch from the pull-down lists for configuration switches 1
and 2.
For information on the other IP phone options, see the ShoreTel Administration Guide.
16.3.4 Setting IP Address Ranges
If your system consists of more than one site, 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 will be associated with the correct voice switch at the telephone’s site.
You can view the IP address range for each site from the IP Address Map list page, shown
in Figure 16-2. The page lists the sites and associated IP address ranges.
Figure 16-2
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To add a site with IP phones, click New and enter the information on the Site IP Address
Range edit page (see Figure 16-2). To delete a site from the list, click the check box to the
left of the site and click the Delete button.
To edit the IP address range for a site:
Step 1 On the IP Address Map List page, in the Site column, click the site for which
you are setting a range. The Site IP Address Range edit page appears as shown
in Figure 16-2.
Step 2 If you are setting the IP address range for a site other than shown in the Site
field, select it from the list.
Step 3 Enter the lowest IP address in the Low IP Address field.
Step 4 Enter the highest IP address in the High IP Address field.
Step 5 If you are setting a range for teleworker IP phones, click the Teleworkers check
box.
Step 6 To set the new range, click Save. You can set ranges for other sites in the system
by clicking Previous or Next.
If a phone is added with an address that is not within a specified range for any
site, or there are no IP address ranges defined for any site, the telephone will be
automatically assigned to the headquarters site. This causes seven-digit
numbers dialed from the IP phone to be dialed as numbers within the area code
of the headquarters site. In addition, this causes all telephone calls to users who
are not at the headquarters to use the configured inter-site voice encoding for
that system.
16.3.5 802.x Authentication
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.
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.
16.3.6 DHCP Settings
ShoreTel IP phones are preconfigured to use the network’s DHCP server for addressing. In
addition to its address and standard network addresses, the DHCP server’s response also
provides the following:
ShoreTel server address: The ShoreTel server’s address is used to access and
download the latest telephone application software and the configuration
information for the ShoreTel system.
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SNTP server: The SNTP provides a standard network time to maintain the
telephone’s displayed time and date.
16.3.6.1 ShoreTel Server Address
The ShoreTel server provides the IP phones with the latest application software and the
configuration information that enables the IP phone to be automatically added to the
ShoreTel system. The ShoreTel server’s address must be provided to the phone as a vendorspecific option. ShorePhones are preconfigured to look for the ShoreTel server’s address to
be specified as Vendor Specific DHCP Option 156. If these options are not available, the
ShoreTel IP phones will use Option 66.
For help on configuring these DHCP Options, see Section 9.7 on page 123.
16.3.6.2 SNTP Server
The DHCP server should be configured to provided the address of your network’s SNTP
server to provide date information to the IP phones.
16.4 Associating a User Group with Unassigned IP
Phones
Unassigned IP phones are available for users configured for Any IP Phone. Select the user
group that will have access to unassigned IP phones from the pull-down list.
Since unassigned IP phones are not associated with a user, you cannot report on calls made
from these telephones and associate them with an individual user. It is recommended that
unassigned IP phones be configured with a class of service with minimal calling privileges.
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Server Installation
This chapter describes installation procedures for main and distributed ShoreWare servers.
Review the following server installation topics before moving on to the next chapter:
Task
Installing Software on the Main Server
Installing Software on a Distributed Server
Ensuring Proper Server Performance
Table 17-1
Server Installation Checklist
17.1 Installing ShoreTel Software
Before beginning software installation, close all programs and verify that no anti-virus
software is running.
Install the ShoreWare server onto an NTFS partition. Do not install the ShoreWare server
software onto a FAT partition, especially the ShoreTel data folder. FAT partitions are
restricted to 16-bit DOS addressing methods, which limit the size of the partition to 2 GB
(insufficient for the ShoreTel application).
Prior to installing the software, verify that the Data Execution Prevention settings have
been set correctly.
Installing ShoreTel Server Software Basic Concepts:
The default parameters presented by the ShoreTel installer are recommended. However, if
ShoreTel software is to be located in a different location, select the correct installation path
during the install process.
ShoreTel Server Setup checks for prerequisite software. If the required software is not
installed, setup will automatically stop and it will be necessary to install the proper
prerequisite software before continuing.
When the Install Shield Wizard has completed, you will be prompted to restart your server.
Click “Finish” to restart.
Once the server has restarted, you may be prompted to configure a TAPI service provider.
Enter the appropriate access and area codes and then continue. The system will need to be
restarted. It will typically take 30 to 60 seconds after the operating system is up and
running for the Microsoft Internet Information Services (IIS) and the ShoreTel services to
be functional.
Launch ShoreTel Director by clicking the ShoreTel Director desktop icon. If IIS is not yet
running, an error will be displayed.
If this is the first time you are logging into ShoreTel Director, use the default user ID and
password of “admin” and “changeme.” You will also need to register your product.
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Once you have successfully logged into ShoreTel Director, you will be taken to the
QuickLook maintenance page. You should confirm that all ShoreTel services are running.
17.1.1 Upgrading ShoreTel Server Software
If you are upgrading your ShoreWare Headquarters server, follow the same process used for
installing new software. Setup will automatically determine that an upgrade is in process,
and you will be presented with a subset of the installation wizard screens. (There is no need
to change the destination folders of the ShoreWare files.)
Setup will look for the ShoreTel database. If a database is found and it is an older version,
Setup will make a backup copy and convert the database to the latest release. Note that
Setup will not overwrite an existing database.
All voice applications (voice mail, automated attendant, workgroups, and so on) are
affected until the upgrade is complete.
After the installation, a panel warns that the installation will stop all ShoreWare services
(Figure 17-1).
Figure 17-1
Warning
To finish the upgrade, restart your ShoreGear voice switches so that they will upgrade their
firmware (this affects all calls in progress). Then upgrade your distributed servers.
The Distributed ShoreWare server must be a dedicated server with no other applications
installed. This means you should not use this server for any of the following: Windows
Domain controller, Terminal Server, Database Server (with MySQL), Web server, nor
exchange server. This DVS server must be exclusively dedicated to supporting ShoreWare.
17.2 Ensuring Proper Server Performance
The following are some guidelines for ensuring the best performance from your ShoreWare
server. This by no means is an exhaustive list. Please refer to a reference book on the
subject or information on the web at www.microsoft.com.
Verify the server meets the hardware requirements, especially memory.
Make sure the hard disk is not fragmented.
Make sure you optimize server performance for background services rather than
for applications. The voice services running on the server are real-time services that
could be negatively affected by having an application running in the foreground.
— To configure this option, go to Control Panel and open the System icon. In the
System Properties window (Figure 17-2), click the Advanced tab and then
click the Performance Options button. From the Performance Options
window, select the option to optimize performance for Background services.
Make sure the paging file size (virtual memory) on the server is large enough.
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Figure 17-2
Planning and Installation Guide
System Control Panel and Performance Options
— To check the paging file size, go back to the Performance Options window
shown in Figure 17-2. The paging file size should be 1 to 3 times larger than
the physical memory on the server. If you have 512 MB of memory, the paging
file size should be between 512 MB and 1536 MB. Increase the paging file size
by clicking the Change button.
Make sure you set the server to maximize for network performance.
— To configure this option, go to Control Panel, open the Network and Dial-up
Connections icon, and then open the Local Area Connection icon. From the
Local Area Connection Properties window, select the File and Printer Sharing
for Microsoft Networks item and click Properties.
—
—
—
—
—
—
—
—
—
—
—
—
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17.3 Upgrading ShoreTel Servers from Windows 2003
(32-bit) to Windows 2008 (32-bit)
The following procedure is required when upgrading the operating system to Windows
Server 2008 (32-bit) on a server that is running ShoreTel server software.
Warning: Active Directory settings must be disabled before proceeding with the upgrade
process.If Active Directory is not disabled, you will not be able to start ShoreWare
Director after upgrading.
NOTE: When installing ShoreWare 11x on Windows 2008 (32-bit) you must launch
Setup.exe using “Run as Administrator.”
.
Figure 17-3
Upgrading Servers Running Previous ShoreWare Software
Step 1 Upgrade the ShoreTel Server software to Version 11.
Step 2 Disable Active Directory if you have this option enabled.
Step 3 Stop all ShoreTel services and backup the Configuration and CDR databases
Refer to the ShoreTel Administrator Guide for instructions on backing up and
restoring a ShoreTel database.
NOTE: ShoreTel recommends that you back up these databases to a storage
device separate from the server you intend to upgrade.
Step 4 Uninstall the ShoreTel Server software and delete the following folders:
Shoreline Data
Shoreline Communications
FTPRoot
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NOTE: Make sure Windows PowerShell is not present. Refer to Microsoft
support for information on uninstalling Windows PowerShell.
Step 5 .Upgrade the server operating system to Windows Server 2008 (32-bit). After the
operating system is upgraded, you must activate the operating system prior to
installing ShoreTel Server software.
Do nut use Autorun from the Windows Server 2008 CD. Autorun will only
allow a new installation of Windows 2008.
Warining: If you did not disable Active Direcotry prior to upgrading to
Windows 2008 and Active Directory is then enabled after upgrading, you will
not be able to access ShoreTel Director.
Step 6 Ensure that the Application Server Roles and Web Server Roles are configured.
Step 7 Install the ShoreTel Server software.
Step 8 Restore the Configuration and CDR database files.
Refer to the ShoreTel Administrator Guide for instruction on restoring a backup
copy of a ShoreTel database
NOTE: Active Directory Login will not be available after upgrading to Windows
2008.
17.3.1 Existing HQ server hardware will not support the 64-bit
version of Windows Server 2008 (R2)
Step 1 Disable Active Directory and Distribute d Database, if enabled
Step 2 Backup the existing ShoreTel data files
Step 3 Backup the existing ShoreTel databases
Step 4 Record the IP address, gateway IP address, netmask value and other network
parameters of the current server
Step 5 Bring down the current system and Install Windows 2008 R2 on new hardware
Step 6 Set the network values on the new server to match what was recorded from the
old server
Step 7 Prepare the new operating system with the necessary components (Application
Server Role Services, Web Server Role Services, SMTP Server, etc.
Step 8 Copy the Shoreline Data backup in the proper location
Step 9 Install ShoreTel 11 on the new platform
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17.3.2 Existing DVS server hardware will not support the 64-bit
version of Windows Server 2008 (R2)
Step 1 Backup the existing ShoreTel data files
Step 2 Disable Distributed Database, if enabled
Step 3 Record the IP address, gateway IP address, netmask value and other network
parameters of the current DVS server
Step 4 Bring down the current DVS system and Install Windows 2008 R2 on new
hardware
Step 5 Set the network values on the new DVS server to match what was recorded
from the old server
Step 6 Prepare the new operating system with the necessary components (Application
Server Role Services, Web Server Role Services, SMTP Server, etc.
Step 7 Install ShoreTel 11 on the new platform
17.3.3 Existing HQ Server hardware will be upgraded to
Windows Server 2008 R2
Step 1 Disable Active Directoryand Distributed Database, if enabled
Step 2 Backup the existing ShoreTel data files
Step 3 Backup the existing ShoreTel databases
Step 4 Uninstall ShoreTell server software and remove the Shoreline Data and
ShoreWare Server folders
Step 5 Record the IP address, gateway IP address, netmask value and other network
parameters of the current server
Step 6 Upgrade the server platform with Windows 2008 R2 on the old server platform
(complete wipeout installation of Windows 2008 R2)
Step 7 Confirm the network values on the server match what was recorded from the
old server
Step 8 Prepare the new operating system with the necessary components (Application
Server Role Services, Web Server Role Services, SMTP Server, etc.
Step 9
Copy the Shoreline Data backup into the proper location
Step 10 Install ShoreTel 11 on the new platform
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17.3.4 Existing DVS Server hardware will be upgraded to
Windows Server 2008 R2
Step 1 Backup the existing ShoreTel data files
Step 2 Disable Distributed Database, if enabled
Step 3 Uninstall ShoreTell server software and remove the Shoreline Data and
ShoreWare Server folders
Step 4 Record the IP address, gateway IP address, netmask value and other network
parameters of the current server
Step 5 Upgrade the server platform with Windows 2008 R2 on the old server platform
(complete wipeout installation of Windows 2008 R2)
Step 6 Confirm the network values on the server match what was recorded from the
old server
Step 7 Prepare the new operating system with the necessary components (Application
Server Role Services, Web Server Role Services, SMTP Server, etc.
Step 8 Install ShoreTel 11 on the new platform
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Desktop Installation
This chapter describes the procedure for installing ShoreTel Communicator on desktop
computers. You can install ShoreTel Communicator or have users install ShoreTel
Communicator, in which case the server can notify them with information on their
extensions and how to install the ShoreTel Communicator.
18.1 Checklist
Review the following installation topics before proceeding to the next chapter:
Task
Description
Recommendations
page 239
Notifying Users via Email
page 240
Installation Procedure
page 240
Installing Outlook Integration
page 246
Upgrade Procedures
page 248
User Licensing
page 248
Other Considerations
page 251
Table 18-1
Desktop Installation Checklist
See Chapter 18, starting on page 239 for all hardware and software requirements for the
ShoreWare ShoreTel Communicator application.
18.2 Recommendations
The following recommendations will assist you in installing the ShoreTel Communicator
application on your desktop computer.
Verify you have your server name, user name, password, and extension number.
These are required when you start the ShoreTel Communicator application for the
first time.
Close all applications before starting the ShoreWare software installation.
With the Silent Client Install feature, the client software upgrade process on remote
machines do not require administrative rights by the person installing or upgrading
software on client machines. Administrators can upgrade the software on all client
machines, using Active Directory Group Policies, regardless of the permissions
associated with those machines or the users who log into those machines.
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Many of the changes are reliant on Microsoft Active Directory. Microsoft Outlook
must be configured in “Corporate or Workgroup” mode for Outlook integration to
function properly. “Internet Only” mode is not supported.
18.3 Notifying Users via Email
To simplify installation, the ShoreTel system provides an integrated software distribution
feature. Using ShoreWare Director, the system administrator can send an email message to
each user configured with an email address.
You can send all users, some users, or just one user an email message using the Notify
Users page (Figure 18-1).
Figure 18-1
Notify Users page
18.4 Installation Procedure
This section provides the most typical steps associated with installing the ShoreWare
ShoreTel Communicator application. There are two methods of installing ShoreTel
Communicator software:
Silent Client Upgrade
Standard Integrated Software Distribution
18.4.1 Silent Client Upgrade
The Silent Client Upgrade process allows for the upgrading of the client software on remote
machines such that administrative rights are no longer needed by the person running the
install/upgrade or the client machines. An administrator can easily upgrade the software on
all client machines regardless of the permissions associated with those machines or the
users who log into those machines.
Many of the changes are reliant on Microsoft Active Directory. The Microsoft Active
Directory software handles the following tasks:
Create a Group Policy Object to use to distribute the software package
Assign a package to a group of computers running Windows 2003, or XP
Professional, or Vista
Publish a package
Remove a package
You will need to install the following files from the Client DVD with file permissions set to
Share and File level Access by group <everyone>:
Data1.cab
Setup.exe
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For Microsoft Outlook 2007 Plug-in with Offline Call Handling Modes, the following items
must also be pushed separately.
Microsoft Office 2007 Primary Interop Assemblies
Visual Studio Tools for the Office system 3.0 Runtime
Enabling the new Remote Client Upgrade functionality requires performing a number of
tasks using Microsoft Active Directory. For information on performing those tasks, refer to
the following Microsoft Reference articles:
How To Use Group Policy to Remotely Install Software in Windows 2003.
— Article # 816102 (for Windows 2003)
ShoreTel recommends selecting the Prevent Users from Initiating Client Upgrades check
box in the Edit System Parameters window. For details, please refer to the “Other
Parameters” section of the ShoreTel Administration Guide.
18.4.2 Standard Integrated Software Distribution Overview
ShoreTel system’s integrated software distribution feature simplifies installation. Although
the process presents a number of screens, there is a default installation that requires no
input; you click through the screens until you are prompted to restart your desktop.
Users receive an email message from the ShoreTel system containing the information they
need to install the ShoreTel Communicator application. The installation program is
accessed using the URL listed in the email notification. Notice that the email notification
includes the server name and the user name: Users will need this information later when
they start the ShoreTel Communicator application for the first time.
The software can also be installed from the ShoreTel Communicator CD.
18.4.3 Installing the ShoreTel Communicator Software
You must first install the ShoreTel Communicator software.
To perform the installation:
Step 1 Go to your browser to initiate the ShoreWare client installation. Click the URL
listed in your email notification, or paste (or otherwise enter) it into your web
browser program (Figure 18-2).
Alternatively, you can open a browser window and enter the URL
http://<ShoreTel_server_name>/shoreware resources/clientinstall.
Step 2 The ShoreWare Client Install page appears. After reviewing the information on
this page, click the Install button (Figure 18-3).
The InstallShield Wizard downloads the installation files (showing the progress
of the download), “unpacks” the installation files, and configures the Windows
Installer.
Step 3 The Welcome screen for the InstallShield Wizard appears (Figure 18-4). Notice
that the version number of the ShoreWare software is shown at the bottom of
the screen. To proceed, click Next.
Step 4 The ShoreWare End User License Agreement appears (Figure 18-5). If you
agree to the license terms, select the option I accept the terms in the license
agreement and click Next.
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Figure 18-2
Notification Email
Figure 18-3
Client Install page
Step 5 The InstallShield Wizard presents a default destination folder (Figure 18-6) for
the ShoreWare application. Click Change if you want to place the ShoreTel
Communicator application software in a different location. Click Next to
continue.
Step 6 The Ready to Install screen appears (Figure 18-7). InstallShield has gathered
enough information about your system to proceed. Click Install to continue.
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Figure 18-4
Welcome from InstallShield Wizard for ShoreTel Communicator
Figure 18-5
ShoreWare Software License Agreement
Figure 18-6
InstallShield Wizard Destination Folder
Step 7 During the final installation process, a status screen appears as shown in Figure
18-8. Installation may take a few minutes. When it is complete, click Next.
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Figure 18-7
Ready to Install
Figure 18-8
InstallShield Wizard Installation Status
Step 8 Software installation is complete when the InstallShield Wizard Completed
screen appears (Figure 18-9). Click Finish.
Figure 18-9
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Step 9 When prompted to restart your computer (Figure 18-10), click Yes. The
InstallShield Wizard shuts down your computer, and restarts it.
Figure 18-10
InstallShield Wizard Restart Prompt
When your desktop reappears, you will notice a new shortcut icon called
Shortcut to ShoreTel Communicator.
18.4.4 Configure the TAPI Dialing Parameters
The installation of the ShoreTel Communicator application will require the user to provide
his area code and dialing rules if not previously configured. When this is required, the
Phone and Modem Options control panel applet will start during the installation to prompt
for the necessary configuration information. To continue, specify the location and area
code information. Additionally, configure the dialing rules section with the appropriate
information for dialing external and long distance numbers. When the information is
configured and the OK button is pressed, the installation will continue.
18.4.5 Starting the ShoreTel Communicator Application
The ShoreTel Communicator application can be started in one of three ways:
Automatically upon system startup
From the Shortcut to ShoreTel Communicator icon on the desktop
From the Start > Programs > ShoreTel menu item
The first time the ShoreTel Communicator application is started, a wizard appears,
prompting you to configure your ShoreTel Communicator server, voice mail box
If you have Microsoft Outlook installed on your computer, ShoreTel Communicator will
offer to install Outlook integrated voice mail. Click Yes to have your voice mail delivered to
your Microsoft Outlook Inbox. You will also be prompted to configure AutoStart.
At this point you have completed the most typical steps associated with installing the
ShoreTel Communicator application. Additional procedures are described in the following
sections.
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18.5 Installing Outlook Integration
You can integrate Outlook to ShoreTel Communicator in three areas: voice mail, call
handling, and memorized phone number management. You can install these integrated
components from the Outlook tab of the ShoreTel System dialog box.
NOTE: Users who are not local administrators will not be able to install
Communicator and Outlook voice Mail/Calendar Integration.
18.5.1 Installing Voice Mail Integration
After you have installed voice mail integration, you have the option to:
Use Outlook as the default voice mail client
Attach voice mail to messages when moved
Delete voice mail from messages when moved
18.5.1.1 Attach Voice Mail to Message when Moved
Check this option for your voice mail message to be saved in your Outlook folders for
archival purposes. If you move a message to an Outlook folder when this option is in effect
(and the Delete Voice Mail from Message when Moved option, described below, is not
selected), a copy of the message is still stored on the voice mail server. If you delete the
message in the voice mail interface, the Outlook copy is still available.
If you move a message without this option in effect and delete the message in the voice
mail interface, the message information is still in Outlook, but the message itself is
unavailable.
18.5.1.2 Delete Voice Mail from Message when Moved
Check this option to delete your voice mail messages from the ShoreTel System if you move
a voice mail message to an Outlook folder. This is used to store messages in Outlook and
free your voice mailbox for more messages.
To install voice mail integration:
Step 1 In the ShoreTel Communicator tool bar, click the ShoreTel icon. A shortcut
menu appears.
Step 2 Click Configure ShoreTel System. The ShoreTel System dialog box appears.
Step 3 Click the Outlook tab as shown in Figure 18-11.
Step 4 Click Install. In some cases, a warning appears requesting that you close
running applications before continuing. Close the applications as requested.
18.5.2 Installing Automatic Call Handling
Although the ShoreTel Communicator installation installs the components for Microsoft
Outlook integrated voice messaging, it does not install the components for the Microsoft
Outlook Automated Call Handing feature. You install these components from the ShoreTel
System control panel.
To install Automatic Call Handling:
Step 1 Right-click the ShoreTel Communicator icon in the Windows taskbar tray.
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Figure 18-11
Planning and Installation Guide
ShoreTel System Control Panel (Outlook Tab)
The ShoreTelmenu appears.
Step 2 Click Configure ShoreTel System.
The ShoreTel System dialog box appears.
Step 3 In the ShoreTel System dialog box, click the Outlook tab.
Step 4 In the Call Handling field, click Install to install the Microsoft components.
In some cases, a warning appears requesting that you close running
applications before continuing. Close the applications as requested.1
The installation takes a few minutes to complete. Once started, it cannot be
interrupted.
Collaborative Data Objects or “CDO,” a component of Microsoft Outlook,
must be installed to use the automatic call handling feature. Refer to
documentation on Microsoft Outlook for information on adding this
component to your installation.
1. When the AutoCHM form is updated from one ShoreTel Communicator release to another, it must be reregistered on a per-user basis. This registration cannot be done by the installer. It must be done when each
user logs onto ShoreTel Communicator for the first time following an upgrade. The registration requires
that Outlook be closed. Users can expect to see a dialog box advising them to close Outlook if it is running
at the time the registration is performed.
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18.5.3 Memorized Phone Number Management
You have the option of importing Outlook contacts to the ShoreTel Communicator Quick
Dial feature.
To set the option under Memorized Phone Number Management:
Step 1 In the Memorized Phone Number Management section, click Read phone
numbers from Outlook on startup option.
Step 2 If you want to exclude FAX numbers from the search, click Don't include FAX
numbers.
Step 3 If you want Outlook Contact to appear when you have an incoming call, click
Pop Outlook contacts on incoming call.
Step 4 Click More Options to select which Outlook contacts to import. The MAPI
Import Options dialog box appears.
Step 5 Click Enable Disk Caching if you want Outlook contacts to be available
without delay when ShoreTel Communicator starts. When you have enabled
disk caching, you can set when ShoreTel Communicator imports contacts. If
disk caching is not enabled, ShoreTel Communicator imports contacts every
time it starts.
Step 6 Click the Import Configurator tab.
Step 7 Click the locations where you want ShoreTel Communicator to search for
contact information.
To select individual folders, click Details and check the folders you want
searched for contact information.
Step 8 Click OK.
Step 9 If you want to import contacts now, return to the Disk Cache Options tab and
click Read Contacts Now.
If you do not click this button, the Outlook contacts will be imported the next
time you start ShoreTel Communicator.
It will take some time for the ShoreWare Personal ShoreTel Communicator to
load your Microsoft Outlook Contacts. Your Outlook Contacts will not be
available until loading has been completed.
18.6 Upgrade Procedures
When the ShoreTel system is upgraded, users running any version of ShoreTel
Communicator greater than 5.5.600.0 will be informed that they must upgrade.Upgrades of
the system may not require client upgrades. Refer to the online knowledge base on the
ShoreCare web site to determine if a system upgrade requires client modifications.
18.7 User Licensing
ShoreTel offers three user license types:
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Extension and mailbox
Extension-only
Mailbox-only
These new choices allow users to request a phone extension license without having to
purchase a mailbox at the same time. This additional flexibility may be helpful in situations
where a fax machine, a modem, or a lobby phone is desired and a mailbox for voice mail
was not needed. Similarly, users can purchase a mailbox without having to purchase a
phone extension.
Earlier releases of the ShoreTel product offered Single Site and Multi-Site Enterprise license
keys. In this release, the Single Site key is no longer available. For existing users, the Single
Site key can still be used and will be renamed as a “Single Site Extension and Mailbox”
license. Previous Multi-Site Enterprise keys become “Extension and Mailbox” licenses.
18.7.1 Purchasing User Licenses
Each user must be configured with one of those three license types. A license must be
purchased for each user, based upon the needs of that user. To see if an installation is in
compliance with the number of licenses purchased, all Extension-Only, Mailbox-Only, and
Mailbox-and-Extension users are counted and compared against the sum of the licenses
purchased.
Extension and mailbox: Purchase of this license entitles the user to be assigned to
both a physical extension and a ShoreTel mailbox.
Extension-only: Purchase of this license entitles the user to be assigned to a
physical extension, either via explicit assignment or via Extension Assignment.
Mailbox-only: Purchase of this license allows the user to be assigned to a ShoreTel
voice mail-box.
18.7.2 Language Licenses
ShoreTel supports Spanish, UK English, French, and German languages in addition to US
English (which will remain the default language for new installations). One or more
languages can be running at a site by purchasing a language license.
If only one language is needed at a single site, there is no need to purchase a language
license. If Spanish or German is selected, the default language (English) must be disabled.
For instructions on configuring the User Licenses or Language Licenses via Director, please
refer to the ShoreTel Administration Guide.
18.7.3 License Control
License Control adds enforcement and branding to the ShoreTel product and provides
tighter enforcement (via MAC address-based node locking) on existing licensing. When an
existing ShoreTel system is upgraded to the current software release, an enforcement
scheme requires entry of a system key.
When launching ShoreWare Director, you are asked to enter either a Small Business Edition
(SBE) or Enterprise Edition (EE) key (see below for details on the differences between
these two). You can request a key online via Director. If an invalid key is entered or if the
field is left empty, you will be allowed to log into the system but an expiration time bomb
will be activated, and you will be nagged to comply with the license requirements. If no
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action is taken within the 45-day grace period, ShoreWare Director will be locked and you
will be unable to make any configuration changes to the system (although the phones will
continue to work).
This 45-day period allows for unplanned, ad hoc changes that may cause you to exceed
license limits while providing time to comply with the license requirements by either
removing unneeded configurations or by ordering additional licenses.
You will be forced to purchase one of two keys available:
SBE key – required for Small Business Edition
— This key is for smaller sites that do not have remote offices
— Use of this key will result in the display of SBE branding (on the initial login
page above the navigation pane)
— The number of users will be restricted to no more than 50
— Users will be unable to add an additional site key
EE key – required for Enterprise Edition
— This is for larger sites with more than one site
— Existing branding will be displayed
— System behaves as it does today, except that number of sites is enforced via
nagging
— Block adding an additional SBE or EE key
Details:
For an SBE system, the following features will be disabled:
—
—
—
—
AMIS
SMDI
On-net Dialing
PSTN failover
Please refer to the ShoreTel Administration Guide for instructions on configuring SBE
licensing via Director or for more information about the following types of Keyed License
Types and Self-Audited License Types:
Keyed License Types:
—
—
—
—
—
—
—
—
—
—
—
—
—
—
—
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System License
Additional Site License
Extension License
Mailbox License
Additional Language License
ShoreTel Communicator with Mobile Access
ShoreTel Communicator with Professional Access
ShoreWare SIP Phone License
ShoreWare High Resolution Video License
ShoreWare SIP Trunk License
ShoreTel Communicator with Personal Access
External Unified Messaging SIP Link license
ShoreTel Communicator with Operator Access
ShoreTel Communicator with WorkGroup Agent Access
ShoreTel Communicator with Workgroup Supervisor Access
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Self-Audited License Types:
—
—
—
—
—
ShoreTel Communicator with Personal Access
Remote Server Software License
SIP Trunk License
TAPI Application Server License
Phone API License
18.8 Other Considerations
18.8.1 Windows Accounts and the ShoreTel Communicator
You must log in to your computer with your Windows account information to gain access
to the ShoreTel Communicator application. If multiple users share the same computer, they
must have separate Windows accounts to gain access to the ShoreTel Communicator
application.
Be sure to install ShoreTel Communicator on the computer using the Adminaccount.When
new users log in to Windows, they will see the ShoreTel Communicator icon on the
desktop. The first time this ShoreTel Communicator is selected, the user is stepped through
a “Getting Started” wizard.
18.8.2 Changing the Server Name
If the ShoreTel server name has changed, update the name of the server under Settings/
ShoreTel login.
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C
H A P T E R
1 9
Cut-Over
This chapter provides the requirements and other information for implementing the cutover from your existing telephone system to the ShoreTel system.
19.1 Checklist
You must complete the following tasks before proceeding to the next chapter:
Task
Owner
Status
Confirm your telephony service orders with the telephone company.
Ensure that all end-user reference guides are distributed.
Make a copy of the site’s floor plan.
Schedule your cut-over support.
Test all telephones and telephone lines.
Test the call flow, auto-attendant, and other services.
Confirm that cut-over coverage has been assigned and scheduled.
Table 19-1
Cutover Checklist
19.2 Cut-Over Requirements
As cut-over approaches, you should review and confirm your plan, assemble the cut-over
tools, and line up resources to support the cut-over.
19.2.1 Cut-Over Worksheet
The cut-over worksheet is used by the installer during the cut-over to move all end-users
from the old system to the new. It is extremely important that the cut-over worksheet be
prepared before the cut-over begins. You can use the cut-over worksheet at the end of this
chapter to document all new and existing connections. A soft copy of this form is available
in a planning and installation workbook from ShoreTel. Make copies as necessary.
Use a pencil when preparing the cut-over worksheets, to allow for changes that may occur
during the cut-over.
19.2.2 New Trunks
New trunks should be installed before cut-over. This allows time for them to be terminated,
configured, and tested with the ShoreTel system.
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19.2.3 Cut-Over Coverage
There are two aspects to cut-over coverage:
The team involved with planning the ShoreTel system must be on site before,
during, and after cut-over.
Appropriate coverage must be scheduled to monitor the newly installed ShoreTel
system for errors and last-minute configuration changes, and to help end-users
with any questions they might have. ShoreTel recommends that you have support
personnel on site before the first users arrive, to ensure that the system is
functional and that telephone calls are processed properly.
19.3 Cut-Over Implementation
Once planning is completed, it is time to bring the ShoreTel system into service. Use the
checklists in this section to implement the cut-over, starting with the top-level checklist
below.
Description
Completed
Complete the tasks listed on the basic cut-over checklist.
Cut-over and test all trunks.
Cut-over and test the remaining devices (telephone, fax machines, modems, and so on).
Confirm the cut-over coverage.
Table 19-2
Cutover Implementation Checklist
19.3.1 Basic Cut-Over Checklist
Description
Completed
Secure the telephone company’s contact names, telephone numbers, and pager numbers for testing.
Set up a command center to support cut-over activities.
Ensure that copies of the floor plans and cut-over worksheets are available.
Secure access to building and office areas that require ShoreGear voice switch telephones.
Ensure that a telephone is installed next to the ShoreGear voice switch for testing.
Ensure that music-on-hold is installed and tested.
Record and test the auto-attendant greeting for on-hours and off-hours.
Test all telephones.
Test paging and night bell features, if applicable.
Table 19-3
Basic Cut-Over Checklist
19.3.2 Trunking Cut-Over
For existing trunking, use the cut-over worksheets to identify the trunks that are used from
the old system (if applicable), and terminate them on the voice switches. Use a test
telephone to dial in and out of each trunk, verify that it routes to the correct location, and
listen closely to the voice quality.
When preparing new trunks for installation, use the following checklist.
When all of the trunks have been tested, have the telephone company’s tester open the
trunk group, and allow the callers to use the new trunks.
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Description
Completed
Identify the new trunks.
Terminate the new trunks on the ShoreGear voice switches.
Contact the telephone company’s tester, and test each trunk (one at a time).
Agree on the specific trunk that is being tested.
Have the tester dial in on the new trunk.
Answer the incoming call on a test telephone.
Observe overall voice quality.
Go through this checklist until all trunks are tested.
Table 19-4
Trunking Cut-Over Checklist
19.3.3 Cut-Over of Remaining Devices
Use the following checklist to test each new end-user device that is being installed.
Description
Completed
Place an internal call from the new device.
Place an external call from the new device.
If applicable, place a DID call.
If the device is for a user with voice mail, leave a welcome message similar to the following:
“This is <your_name> from <company_ name>. Welcome to your new, revolutionary, IPbased communications system. You will find the following materials on your desk...”
Leave a user guide on the user’s desk. This provides information about the ShoreTel system’s
commonly used features as well as general system information.
Table 19-5
Remaining Devices Cut-over List
19.3.4 Cut-Over Coverage
It is recommended that the cut-over team arrive on site before the beginning of the next
business day after cut-over, to answer questions from end-users as they begin to use the
ShoreTel system.
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19.4 Cut-Over Worksheet
Name
256
Extension/DID
ShoreGear Port #
Patch Panel #
IDF #
Station Cable #
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Name
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ShoreGear Port #
Patch Panel #
IDF #
Station Cable #
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C
H A P T E R
2 0
Training
ShoreCare QuickStart is a virtual training program that is revolutionizing the way people
learn to operate the ShoreTel system. QuickStart is an innovative, no-hassle approach to
preparing system administrators, operators, and users for their ShoreTel implementation.
ShoreTel is committed to ensuring that our customers have the tools and knowledge base
they need to take full advantage of the new era of communication convergence. ShoreCare
QuickStart fulfills that commitment.
All the courses available through ShoreCare QuickStart are provided online for your
convenience. Some instruction modules include simple interactive tutorials that introduce
you to basic features and configurations of your new ShoreTel system. More advanced
technical training is available via live interactive web-based sessions. In these advanced
sessions you can learn about software configuration options and troubleshooting tips from
an instructor providing valuable feedback for your specific issues.
For more information, please contact your ShoreTel-authorized partner or visit the
ShoreCare QuickStart web center, available through www.goShoreTel.com.
20.1 Checklist
Review the following topics related to training for ShoreTel:
Task
Description
Recommendations
page 259
Training Materials
page 260
End-User Training
page 260
Operator Training
page 260
Workgroup Training
page 261
System Administrator Training
page 261
Table 20-1
Training Checklist
20.2 Recommendations
The following recommendations will assist you with training.
It is critical that all employees, workgroup agents/supervisors, and operators be
familiar with ShoreTel services before the system is put in service.
Be sure to consider training needs as your staff changes over time. You can return to
ShoreCare QuickStart to train new employees on the use of the ShoreTel system.
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20.3 Training Materials
The following training materials are available:
User guides and self-paced online tutorials are available through the ShoreTel
Communicator Help menu or from ShoreTel’s online knowledge base.
System administration training and end-user training are available through a
ShoreTel-authorized partner or through ShoreTel, Inc.
Additional training materials can be downloaded from ShoreTel.
20.4 End-User Training
QuickStart offers online tutorials to familiarize end-users with the features and
functionality of the ShoreTel Communicator client. The tutorials, which are self-paced and
do not require registration, highlight the commonly used features and functions available
in the ShoreTel Communicator - Personal, Professional, Workgroup Agent and Operator
Access. Users will learn how to install the client, answer calls, transfer a call, make
conference calls, and access voice mail. A sound card and speakers are helpful but not
necessary.
User training should be completed before your cut-over date.
20.5 Operator Training
Operators, receptionists, and administrative assistants have special needs and
responsibilities. In addition to the ShoreTel Communicator - Operator Access tutorial,
ShoreTel offers an interactive online session in which such users can learn how to
maximize the power of the ShoreTel system.
ShoreTel encourages company operators, receptionists, or administrative personnel who
support multiple managers to participate in a one-hour, live interactive web session
introducing the ShoreTel Communicator - Operator Access . The training covers these
topics:
Answering, transferring, and conferencing calls
Accessing voice mail
Using toolbar shortcuts
Monitoring extensions
Call routing
Call handling modes
Class participants are able to experience a live ShoreTel system and ask questions of the
instructor.
As a prerequisite for this class, ShoreTel asks that all class participants view the ShoreTel
Communicator - Operator Access tutorial.
Operator training should be completed before your cut-over date.
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20.6 Workgroup Training
Workgroups, such as those in a small call center, are empowered with special features and
functionality. In addition to viewing the ShoreTel Communicator - Workgroup Access
tutorial, you can learn more by signing up for ShoreTel’s special online training sessions on
this subject.
ShoreTel encourages those customers who will be using the ShoreTel Communicator Workgroup Access to participate in a one-hour, live interactive web session introducing the
ShoreTel Communicator - Workgroup Access. These sessions are available to ShoreTel
customers on a request basis and concentrate on the workgroup configuration of the
requesting company.
The training covers these topics:
Answering, transferring, and conferencing calls
Accessing voice mail
Using toolbar shortcuts
Monitoring agent extensions
Monitoring calls in the queue
Call routing and call distribution
Call handling modes
Class participants are able to experience a live ShoreTel system and ask questions of the
instructor. Contact your ShoreTel-authorized partner or visit the ShoreCare QuickStart web
center for more information regarding course content and registration.
As a prerequisite for this class, ShoreTel asks that all class members view the ShoreTel
Communicator - Workgroup Access tutorial.
Workgroup training should be completed before your cut-over date.
20.7 System Administrator Training
ShoreTel welcomes system administrators to review course content and register for an
interactive training session on the ShoreWare Director software. This training complements
the documentation available for the system and gives system administrators the
opportunity to interact with a ShoreTel system expert.
ShoreTel’s system administration training is designed for IT professionals who will be
responsible for the configuration and ongoing support of the ShoreTel system. The training
covers these topics:
Getting started
Setting up single-site and multisite environments
Configuring ShoreGear switches
Trunks
Users
Voice mail
Automated attendant menus
Workgroups
Maintenance
The class (led by an online instructor) lasts about four hours. Participants are able to
interact with a ShoreTel system and ask questions of the instructor. Contact your ShoreTelauthorized partner or visit the ShoreCare QuickStart web center for more information
regarding course content and registration.
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Please register for system administration training at least three weeks before your proposed
cut-over date.
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A
P P E N D I X
A
International Planning and
Installation
This chapter provides detailed information about voice switches, operating systems, and
features that are supported when the ShoreTel system is used outside the United States of
America.
A.1
Software and Feature Support
For information concerning software and feature support throughout the world, refer to
the ShoreTel 11.1 Country Availability chart located at
http://partners.shoretel.com/product_sales_tools/releases/downloads/
shoretel_11.1_country_availability.pdf
A.2
Language Packs
Language packs within the ShoreTel system define the language used in the following three
independent parts:
Voice prompts (Voice mail, Auto Attendant, system announcements)
Telephone User Interface (telephone display and ShoreTel Communicator
interface)
Online help for ShoreTel Communicator
Language pack availability affects the behavior of the system in the following areas:
Site
Trunk
Workgroup
Auto Attendant
Voice Mail
User
ShoreTel Communicator
Director panels that program language options include:
Edit Site panel: The Edit Site panel, shown in Figure A-1, specifies the language
pack used by the Backup Auto-Attendant (BAA).
To access the Edit Site panel, select Administration -> Site from the main menu,
then click on the name of the desired site.
Workgroup panel: The Workgroup panel, shown in Figure A-2, specifies the
language that the system uses for playing prompts to inbound callers.
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Figure A-1
Appendix A: International Planning and Installation
Language set at Site level
To access the Edit Workgroup panel, select Administration -> Workgroups from the
main menu, then click on the name of the desired site.
Figure A-2
Language set at Workgroup level
Edit Trunk Group panel: The Edit Trunk Group panel, shown in Figure A-3,
specifies the language prompts are played to incoming callers.
To access the Edit Trunk Group panel, select Administration -> Trunks -> Trunk
Groups from the main menu, then click on the name of the desired trunk group.
Figure A-3
264
Language set at Trunk Group level
Appendix A: International Planning and Installation
Planning and Installation Guide
Edit User panel: The Edit User panel, shown in Figure A-4, specifies the language
prompts used for the user’s telephone interface and voicemail prompts.
To access the Edit User panel, select Administration -> Users -> Individual Users ->
from the main menu, then click on the name of the desired user.
Figure A-4
Language set at User level
In language priority, a workgroup language overrides the language associated with a trunk,
which in turn overrides the language associated with an individual user.
A.3
Analog Telephones, Tones, Cadences, and
Impedances
For all supported countries, standard analog telephones are available on a per-country
basis. The main difference between telephones in different countries is the line impedance.
The ShoreWare Distributed Call Control software will provide the appropriate impedance
required for each supported country. Tones, cadences, and impedance requirements are
matched on a per-country basis.
A.4
Dialing Plan Considerations
When planning a global voice network, remember that the ShoreTel system is a single
image system and that you must consider all countries and locations when designing the
international dialing plan. The ShoreTel system can match the dialing plan requirements of
the local service provider for the supported countries.
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A.4.1
Appendix A: International Planning and Installation
Single-Extension Plan
Across the global voice network, all extensions must be unique and cannot overlap.
A.4.2
Trunk Access Codes
Across the global voice network, when you configure trunk access codes, that portion of
the dialing plan will be reserved so you will be sacrificing one digit. Typically in the US,
customers use 9 as a trunk access code. Internationally, those in the EMEA, for instance,
often use 0 as a trunk access code
Using two different trunk access codes will limit users to only being able to access
certain trunk groups.
If you use a single trunk access code, some users will need to be retrained.
Alternatively, 8 could be defined for the trunk access code globally.
ShoreTel recommends proper identification from the beginning. The trunk access code
should not be changed later.
A.4.3
Operator Digit
The leading digit of 0 is typically reserved for dialing the operator in the US. The operator
digit is configurable. Similarly, EMEA customers are accustomed to dialing 9 to reach the
operator.
ShoreTel recommends choosing a single digit for the trunk access code and selecting a
different single digit for the operator.
A.4.4
Emergency Numbers
The ShoreTel system allows dialing of emergency numbers with and without trunk access
codes. For this reason, you should architect the dialing plan for this feature.
911 is used in the US.
112 is used in Europe and other countries.
Check for Asia per local requirements.
Thus, extensions should not begin with 0, 1, or 9 to make use of this feature.
Each site can have a maximum of ten emergency numbers to accommodate locations where
multiple emergency service numbers are required.
For more information about emergency numbers, see “Emergency 911 Operations”
appendix in the ShoreTel Administration Guide.
A.4.5
DID Numbers
DID numbers are related to the trunk group in which they are associated. You should strive
to match the last digits of the DID number to the user’s extension number.
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B
Regulatory and Safety Information
This chapter provides detailed information regarding compliance of the ShoreTel system
with the international regulatory bodies. The chapter also addresses safety concerns related
to installation, operation and general use of the ShoreTel system.
B.1
Agency Approvals
Category
Regulatory Compliance / Agency Approval
EMC
EN 55022
Class A
(SG-12, SG-8, SG-24, SG-T1)
EN 55022
Class B/Class A
(SG-E1)
FCC Part 15
Class A
(SG-12, SG-8, SG-24, SG-T1)
EN 55024:1998 including amendments
A1:2001 and A2:2003
(SG-24, SG-E1)
Electrical Safety
FCC Part 68 for SG-24, SG-T1
IEC 60950:1999 3rd ed.
SG-8, SG-12, SG-24, SG-T1, SG-E1
EN60950:2000
SG-8, SG-24, SG-T1, SG-E1
AS/NZ 60950:2000
SG-8, SG-24, SG-T1, SG-E1
UL60950 3rd ed. 2000
SG-8, SG-12, SG-24, SG-T1, SG-E1
ACA TS001-1997:
SG-8, SG-24, SG-T1, SG-E1
FCC Part 68:
SG-8, SG-12, SG-24
Telecom
ETSI TS 103 021-1 V1.1 (2003-08)
SG-8, SG-12, SG-24
ETSI TS 103 021-2 V1.2 (2003-09)
SG-8, SG-12, SG-24
Table B-1
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Category
Regulatory Compliance / Agency Approval
ETSI TS 103 021-3 V1.2 (2003-09)
SG-8, SG-12, SG-24
ETSI TBR4 Nov. 1995
SG-E1
ETSI TBR4/A1 Dec. 1997
SG-E1
ETSI TS 102 119 V.1.1.1 Aug. 2001
SG-E1
Bellcore GR-499-CORE, issue 2, Dec. 1998
SG-T1
Telecom Homologation
NZ
PTC 220/06/016 through PTC 220/06/023
SG-8, SG-12, SG-24, SG-T1, SG-E1
and IP 210/530/560 Phones
Table B-1
Agency approvals
B.2
EMC Compliance Statements (SG-8/12/24 and
T1)
B.2.1
United States
This equipment has been tested and found to comply with the limits for Class A digital
devices, pursuant to part 15 of the FCC Rules. These limits are designed to provide
reasonable protection against harmful interference when the equipment is operated in a
commercial environment. This equipment generates, uses, and can radiate radio frequency
energy and, if not installed and used in accordance with the instruction manual, may cause
harmful interference to radio communications. Operation of this equipment in a residential
area is likely to cause harmful interference in which case the user will be required to correct
the interference at his own expense.
Changes or modifications to this equipment not expressly approved by the party
responsible for compliance to FCC part 15 could void the user's authority to operate the
equipment.
B.2.2
European Union
This is a Class A product. In a domestic environment this product may cause radio
interference in which case the user may be required to take adequate measures.
B.2.3
Canada
This Class A digital apparatus complies with Canadian ICES-003. Cet appareil numérique
de la classe A est conforme à la norme NMB-003 du Canada.
B.2.4
Restricted Access Location
This product is intended to be installed only in a RESTRICTED ACCESS LOCATION. A
RESTRICTED ACCESS LOCATION is defined as an area where access can be gained only
by SERVICE PERSONNEL who have been instructed about the reasons for the restrictions
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applied to the location and about any precautions that must be taken. RESTRICTED
ACCESS LOCATIONS can be accessed only through the use of a tool or lock and key or
other means of security, and are controlled by the authority responsible for the location.
SERVICE PERSONNEL are defined as persons having appropriate technical training and
experience necessary to be aware of hazards to which they are exposed in performing a task
and of measures to minimize the danger to themselves or other persons.
B.2.5
WEEE Information
In accordance with the requirements of council directive 2002/96/EC on Waste of Electrical
and Electronic Equipment (WEEE), ensure that at end-of-life you separate this product
from other waste and scrap and deliver to the WEEE collection system in your country for
recycling.
B.3
Safety
The following information is included in this publication for the use and safety of
installation and maintenance personnel.
WARNING This equipment uses a three-conductor power cord with safety grounding
conductor. Ensure that this is connected to an AC outlet with provision for grounding.
Ensure the permanent earthing protector is connected as directed in the installation
instructions. Consult a licensed electrician if necessary.
B.3.1
Important Safety Instructions
Read all of the instructions before attempting to operate the equipment and before
connecting the power supply.
Always follow basic safety precautions to reduce the risk of fire, electrical shock,
and injury to persons.
To prevent fire or shock hazard, do not expose the unit to rain, moisture, or install
this product near water. Never spill liquid of any kind on this product.
Never push objects of any kind into this product through openings, as they may
touch dangerous voltage points or short out parts, which could result in the risk of
fire or electrical shock.
Do not open the cabinet, as there are high voltage components inside. Refer
servicing to qualified service personnel.
Do not attach the power supply cord to building surfaces. Do not allow anything to
rest on the power cord or allow the cord to be abused by persons walking on it.
To protect this equipment from overheating, do not block the openings in the
housing that are provided for ventilation.
B.3.2
Electrical Safety
WARNING
ShoreTel 11.1
Do not take chances with your life. Follow these guidelines carefully:
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Observe all safety regulations and read the warnings, cautions, and notes posted on
the equipment.
Never assume that the power is turned off. Always check to ensure that a circuit
does not have power.
Connect all power before installing changes in systems or wiring.
Use caution when installing or modifying telephone lines. Never install telephone
wiring during an electrical storm.
Never touch uninsulated telephone wires or terminals unless the telephone line has
been disconnected at the network interface.
Telephone connections to the unit should be made with number 26 AWG wire in
order to minimize risk of fire.
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C
IP Phone Configuration
ShoreTel IP phones are preconfigured by ShoreTel to work in conjunction with your
ShoreTel system and your network’s Dynamic Host Configuration Protocol (DHCP) server.
Once the servers are configured, you simply plug the phones into the network and they are
automatically added to your ShoreTel system.
The ShoreTel server provides the IP phones with the latest application software and the
configuration information that enables the IP phone to be automatically added to the
ShoreTel system. The ShoreTel server’s address must be provided to the phone as a vendorspecific option.
For information on configuring DHCP for the IP phones, see Section 9.7 on page 123 and
Section 16.3.6 on page 228.
However, if you are installing ShorePhone IP phones in a network without a DHCP server,
you must set the IP parameters manually through the phone interface.
C.1
Manually Configuring ShorePhones
If you are not using a DHCP server to provide the IP address and configuration parameters
to the phone, you need to manually set configuration parameters on the phone.
You can enter the phone configuration menu at bootup or by entering a key sequence from
the phone’s keypad.
To manually configure a ShorePhone at bootup:
Step 1 Connect the Ethernet cable into the data jack on the back of the IP phone or
BB24 device.
Step 2 At the Password prompt, enter the default password 1234, or the password
provided by your system administrator, followed by the # key.
You have four seconds to enter the password, after which the phone enters
normal operation with its current settings.
The default password can be changed in ShoreWare Director. For more
information, see the ShoreTel Administration Guide.
The BB24 setup screen can be accessed by pressing the upper leftmost and
lower rightmost buttons.
Step 3 Enter the values listed in Table C-1 when prompted. Press # to advance to the
next settings or * to exit.
The phone downloads the latest bootROM and firmware from the ShoreTel server and in
the process, reboots several times. When the phone displays the date and time, the boot
and upgrade process is complete.
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Prompt
Value
Clear All Values?
Press #. (No)
DHCP=
Press * to toggle to the “off” position and then press #.
FTP=
Enter the IP address of your ShoreWare server. Press #.
MGC=
Press #. (The phone obtains the address from configuration files on the ShoreWare server).
SNTP=
Enter the IP address of your time server. Press #.
802.1Q Tagging=off Press #. Consult your network administrator before changing this value.
VLAN ID=
Press #.
Country=
Enter the country code (see Table 9-12 on page 124).
Language=
Enter the language code (see Table 9-13 on page 125).
Save all Changes
Press #. (Yes)
Table C-1
Configuration Values
To manually configure an operational ShorePhone from the keypad:
Step 1 With the phone on hook, press the MUTE key followed by 73887# (SETUP#).
Step 2 At the Password prompt, enter 1234, or the password provided by your system
administrator, followed by the # key.
The default password can be changed in ShoreWare Director. For more
information, see the ShoreTel Administration Guide.
Step 3 Enter the values listed in Table C-1 when prompted. Press # to advance to the
next settings or * to exit.
The phone downloads the latest bootROM and firmware from the ShoreTel
server and in the process, reboots several times. When the phone displays the
date and time, the boot and upgrade process is complete.
C.2
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 With the phone on hook, 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.
C.2.1
Resetting a ShorePhone
You can reset the phone by entering a key sequence from the phone’s keypad.
To reset the phone:
Step 1 With the phone on hook, press the MUTE key followed by 73738# (RESET#).
The phone will reboot.
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D
Enabling Internet Access to
ShoreTel Communicator for Web
This appendix describes how to provide Internet access to ShoreTel Communicator for
Web client using Apache Server as a reverse proxy.
D.1
Overview
ShoreTel recommends that you enable Internet access to ShoreTel Communicator for Web
by deploying a reverse proxy based in the DMZ of your corporate firewall. You can use any
of the many reverse proxy products available to implement this solution.
This appendix provides information specific to Apache Server installed on a Microsoft 2003
Server. Apache Server is an open source product and is widely used today. Additional
product details and information for the Apache Server can be found on the Apache Web
site.
WARNING Implementing a reverse proxy server incorrectly can compromise the
security of your corporate network. Before attempting to implement a reverse proxy
server, consult a network security expert with proxy and firewall experience. Open
proxy servers present vulnerabilities to both the private corporate network and the
public Internet.
D.2
Requirements
To complete the implementation described in this appendix you need:
Windows Server 2003. Additional OS platforms are supported.
Apache Version 2.x or later
D.3
Installation and Configuration
The following sample configuration is based on the Apache Server sitting in a DMZ with a
legitimate Internet IP address.
To install an Apache Server as a reverse proxy:
Step 1 Install the Apache Server. For proper installation and setup, see Apache
documentation.
Step 2 After you have installed the Apache Server, find the Apache documentation and
read the Proxy Module section. The default location for the Proxy Module
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documentation is: http://servername/manual/mod/mod_proxy.html. Read
the entire section before continuing.
Step 3 Open the httpd.conf file (see Apache documentation for location of the
httpd.conf file).
Step 4 Add the lines from Example 1 or Example 2 to the end of the file.
Example 1 uses the default HTTP port 80. Example 2 uses port 5440, which is
a port director that CSIS and ShoreWare Web Client monitor.
In the examples given below, replace the text “ServerName” with the machine
name or IP address of the ShoreWare Director server.
Step 5 Depending on which port you are using, either port 80 or port 5440, you must
open the firewall to allow traffic from the proxy to the ShoreWare server.
D.3.1
Example 1
#######################################################################
#Load the general proxy module and the http specific one
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_http_module modules/mod_proxy_http.so
#######################################################################
#make sure you disable forward proxy
ProxyRequests off
#Reverse proxy to ShoreTel Web Client
ProxyPass /ShoreWareWebClient/ http://ServerName/ShoreWareWebClient/
ProxyPassReverse /ShoreWareWebClient/ http://ServerName/ShoreWareWebclient/
# Note: This configuration will use the default HTTP port 80
D.3.2
Example 2:
#######################################################################
#Load the general proxy module and the http specific one
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_http_module modules/mod_proxy_http.so
#######################################################################
#make sure you disable forward proxy
ProxyRequests off
#Reverse proxy to ShoreTel Web Client
ProxyPass /ShoreWareWebClient/ http://ServerName:5440/ShoreWareWebClient/
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ProxyPassReverse /ShoreWareWebClient/ http://ServerName:5440/
ShoreWareWebClient/
D.3.3
About the httpd.conf file
In the above examples, setting “ProxyRequests” to “off” prevents the Apache Server from
functioning as a forward proxy server. This setting does not disable use of the ProxyPass
directive.
In a typical reverse proxy configuration, this option should be set to “off.”
If you want the additional functionality of HTTP or FTP proxy sites, add the following lines
to the configuration file:
mod_proxy_http <../mod/mod_proxy_http.html>
or
mod_proxy_ftp <../mod/mod_proxy_ftp.html>
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A
P P E N D I X
E
ShoreWare Clients on Citrix and
Windows Terminal Servers
This appendix describes how to configure Citrix and Windows Terminal Servers to run
ShoreTel Communicator clients.
E.1
Overview
Windows Terminal Server (WTS) and Citrix technologies can dramatically reduce
management overhead in environments where many users use the same set of applications
on similar PC desktops. These technologies allow you to centralize applications and
simplify application management and upgrades. Additionally, these technologies allow you
to remotely assist and support users with application questions or issues.
This appendix provides information specific to running ShoreWare clients. For complete
information on Windows Terminal Server or Citrix technologies, see the documentation
available online at the Microsoft or Citrix Web sites.
E.2
Citrix XenApp Environment Best Practices
ShoreTel recommends the following best practice guidelines for computers running
ShoreTel on XenApp servers:
Use only Citrix-ready anti-virus on their XenApp server
Run XenApp and ShoreWare servers on a Citrix qualified server platform
E.3
Installing ShoreTel Communicator on WTS or
Citrix
ShoreTel supports ShoreTel Communicator on the following platforms:
WTS 32-bit
WTS 64-bit
Citrix 32-bit
E.3.1
Initial Installation (all platforms) and Upgrades (32-bit)
The following procedure is required when installing or upgrading ShoreTel Communicator
on 32-bit platforms or when installing ShoreTel Communicator on 64-bit platforms. For
instructions on upgrading ShoreTel Communicator on 64-bit platforms, refer to Section
E.3.2.
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Step 1 Install ShoreWare client as described in Chapter 18, starting on page 239.
Step 2 Reboot if requested.
Step 3 Go to the Windows Control Panel and open the Phone and Modem Options ->
Advanced tab as shown in Figure E-1
Figure E-1
Phone And Modem Options, Advanced tab
Step 4 Remove all ShoreTel providers.
Step 5 Copy the following file “TspInstall.exe” from the headquarters machine
(Program Files > Shoreline Communications > ShoreWare Server) to the Citrix
terminal server. We recommend copying the file to the following location:
c:\program files\Shoreline Communications\ShoreWare Client\
Step 6 From the Citrix terminal server, launch the command prompt by clicking on
the Start bar and selecting Run and typing cmd.
Step 7 Navigate to the directory where the “TspInstall.exe” file was copied and run the
TSPinstall utility as shown in Figure E-1. Make sure you substitute the correct
hostname or IP address of the Headquarters instance of ShoreWare Server. The
syntax of the command is:
TSPinstall -i StServer <HQ servername>
Step 8 Return to the Windows Control Panel and open the Phone and Modem Options
-> Advanced tab.
Step 9 Click on the ShoreTel provider and click Configure to display the ShoreTel
Remote TSP dialog box, as shown in Figure E-3.
Step 10If the ShoreTel Remote TAPI Service Provider is connected to the ShoreWare
Server, the ShoreTel Remote TSP dialog box appears as shown in Figure E-4.
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Figure E-2
TSPInstall Command Line
Figure E-3
Functioning Remote TSP under WTS and Citrix Example
Figure E-4 shows an error message in the Provider Status field and has blanks
for the Server Name and Login fields. This indicates a null instance of ShoreTel
Remote TAPI Service Provider and that this provider must be removed.
Step 11To remove the provider, go to the Control Panel and open Phone and Modem
Options, and then select the Advanced tab. Click on ShoreTel Remote TAPI
Service Provider and then click Remove, as shown in Figure E-1.
E.3.2
Upgrading ShoreTel Communicator on 64-bit Platforms
To upgrade ShoreTel Communicator on 64-bit platforms, perform the following procedure:
Step 1 Go to the Windows Control Panel and open the Phone and Modem Options ->
Advanced tab as shown in Figure E-1
Step 2 Remove all ShoreTel providers.
Step 3 Perform the procedure in Section E.3.2, starting with Step 1.
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Figure E-4
E.4
Chapter E: ShoreWare Clients on Citrix and Windows Terminal Servers
Non-functioning Remote TSP for an Application Server
Citrix Application Mode
Citrix supports two application modes: Desktop and Published Application.
For more information, refer to the XenApp Product bulletin available at
support.shoretel.com.
E.5
Configuring Other TAPI Applications
Unlike the ShoreTel Communicator installation on a single user system, the TAPI Service
Provider on a Windows Terminal Server or Citrix system provides access to all telephony
endpoints. While the ShoreTel Communicator application only accesses the telephone
extension for the appropriate user, care must be taken with third-party TAPI-capable
applications which may be configured to act on any telephone extension.
For example, Micrsoft Outlook and the Windows Dialer can be configured to place calls on
a ShoreTel extension via TAPI. Each of these applications must be configured on a per-user
basis to use the correct line device for that user. Once the Windows Dialer has been
configured, it will store a unique line identifier in the Windows Registry for that user so
that future sessions will always use the correct telephone extension.
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F
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.
F.1
Overview
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.
In ShoreTel 7.5, SIP is supported via SIP trunks. 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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F.1.1
Chapter F: Session Initiation Protocol
Supported RFCs
ShoreTel supports 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
F.1.2
General SIP Comments
F.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.
F.1.2.2
DTMF
With G.729, ShoreTel both sends and receives DTMF out of band per RFC 2833.
With G.711, ShoreTel will only receive DTMF per RFC 2833. Not all ShoreTel
endpoints will send DTMF with G.711. For example, switches may not but
ShoreTel IP phones will.
ShoreTel IP phones support in-band G711 DTMF signaling. However, out-of-band
DTMF is required for a SIP device to send DTMF to ShoreTel's voicemail or auto
attendant. SIP INFO or DTMF per RFC 2833 can be used.
ShoreTel can be configured to use the SIP INFO function for DTMF signaling for
environments where out-of-band DTMF is needed but in which RFC 2833 is not
applicable. Note that SIP tie trunks must use SIP INFO and cannot use RFC 2833
DTMF Relay.
ShoreTel offers support for RFC2833 (DTMF), so if the voicemail server is down,
external callers can now enter an extension using DTMF to ring the extension of
the user they are trying to reach. This allows callers who are accessing the ShoreTel
system over a SIP trunk to have access to the Backup Auto-Attendant in the same
manner as users who are accessing the system via all other trunk types.
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F.1.2.3
Planning and Installation Guide
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.
F.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
F.1.2.5
General Feature Limitations
Incoming calls to an IP phone placed over a SIP tie trunk (via G729) require the IP
phone user to press the “To VM” soft key twice in order to successfully transfer the
caller to voice mail.
ShoreTel introduces support for Music On Hold (MOH) over SIP trunks. The
capacity limits of MOH switches will not change (i.e. a switch will still be capable
of providing up to 15 streams). However, these streams can be to other switches or
to SIP devices, so customers who were not at the switch capacity limit before may
now find themselves testing the limits of the switch capacity.
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.
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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.
Extension Assignment is not supported on SIP trunks. Outbound trunk hunting
will automatically avoid SIP trunks when placing the call to the Extension
Assignment user. The call to the Extension Assignment user cannot be a SIP trunk;
however, the call to the external party can be a SIP trunk.
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.
ShoreTel SIP supports two codecs - G.711 and G.729.
G.711 SIP devices that do not support RFC 2833 DTMF cannot send DTMF digits
to Voicemail (VM) or Auto-Attendants (AA).
G.729 only SIP devices cannot talk to VM/AA unless they are configured as
Teleworkers or configured in remote site.
F.1.2.6
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:
— 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).
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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.
Can be found in Director under Call Control > Options.
F.2
Configuration
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)
Configure the SIP Device (per the manufacturer's instructions)
These tasks will be discussed in more detail below.
F.2.1
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:
F.2.1.1
Reserve the SIP Trunk
To reserve a new SIP trunk, follow the procedure below:
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 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.
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.
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Figure F-1
Chapter F: Session Initiation Protocol
Configuring switch for SIP
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.
F.2.1.2
Create a SIP Trunk Group
To create a new SIP trunk group, follow the procedure below:
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 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.
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Step 6 Click Go to display a window similar to the one shown below.
Figure F-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 two ShoreTel systems with SIP tie trunks. Clear if the trunk is
primarily used to connect a third-party SIP device.
Step 11Select the Enable Digest Authentication check box and enter a user ID and
password for enhanced security. All third-party SIP devices will be required to
have matching information in the associated fields, and the user ID and
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password of the device will be authenticated against the information stored in
the ShoreTel system. (optional)
If checked, any third-party SIP devices that you would like to have access the
ShoreTel system must be configured with the same user ID and password
information that you have entered here.
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.
Step 17Click Save to store your changes.
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.
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.)
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Figure F-3
Planning and Installation Guide
Creating a SIP trunk group (outbound configurations)
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+).
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
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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.
F.2.1.3
Create a SIP Trunk
To create a new SIP trunk, follow the procedure below:
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 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 6 Click Go to display a window similar to the one shown below.
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.
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.
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Figure F-4
Planning and Installation Guide
Creating a SIP trunk
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.
F.2.2
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)
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A
P P E N D I X
G
Installing and Configuring Reverse
Proxy Servers for ShoreTel
Communicator for iPhone
ShoreTel Communicator for iPhone can communicate with the ShoreTel UC system via the
cellular data network or WIFI. A VPN connection must be used, unless the system uses a
configured reverse proxy server.
The data transmitted through the server is not encrypted by default. An option to configure
secure communication using SSL is available, and requires an additional reverse proxy
server. A VPN connection is not required in this configuration.
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
G.1
Reverse Proxy Settings
Each ShoreTel user is associated with a ShoreTel HQ or DVS Server defined by the user's
association to a Site in Director. The Server handles ShoreTel Communicator requests to
perform telephony, voicemail, and other actions. In a reverse proxy configuration, a user
must use the proxy configuration which will connect the user directly to his Server.
In the case where the user re-assigns his extension to a phone associated to a server
different from the server associated with the proxy definition, Communicator for iPhone
will not display call history.
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The reverse proxy maps public IPs/ports on specific paths with internal IPs/ports and
paths. The data received by the Reverse Proxy is routed to the internal ShoreTel Services.
Each user must provision ShoreTel Communicator for iPhone with the appropriate reverse
proxy IP address/port.
For example:
User 1 is on HQ at 10.0.0.1
User 2 is on DVS at 10.0.0.2
Reverse proxy is 10.0.0.64 (64.0.0.1 internally) using ports 5500 and 5501
Reverse proxy for User 1 is on HQ could be configured by the administrator:
10.0.0.64:5500/authenticate mapped to 10.0.0.1:80
10.0.0.64:5500/cas mapped to 10.0.0.1:5447
10.0.0.64:5500/director2 mapped to 10.0.0.1:5449
Reverse proxy for User 2 is on DVS could be configured by the administrator:
10.0.0.64:5501/authenticate mapped to 10.0.0.2:80
10.0.0.64:5501/cas mapped to 10.0.0.2:5447
10.0.0.64:5501/director2 mapped to 10.0.0.2:5449
When setting up an account in ShoreTel Communicator, User 1 must use the reverse proxy
connection: 10.0.0.64 port: 5500 and User 2 must use the reverse proxy connection:
10.0.0.64 port: 5501.
A single reverse proxy server can be configured to provide services for multiple ShoreTel
Services.
In all cases, the IT administrator must make sure that the reverse proxy can be accessed
internally and externally.
Note: The reverse proxy configuration uses SSL. A valid SSL certificate signed by a root
certificate authority, such as Verisign, must be installed on the reverse proxy server for
communication over SSL to be secure.
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G.2
Example Reverse Proxy Configuration for
Apache 2.2
The following script example illustrates how to configure the reverse proxy on port 5500
for connection to the HQ server at 10.0.0.1.
Step 1 Modify httpd.conf to specify proxy port to be used for HTTP+SSL:
#
# Listen: Allows
# ports, instead
# directive.
#
# Change this to
# prevent Apache
#
Listen 5500
you to bind Apache to specific IP addresses and/or
of the default. See also the <VirtualHost>
Listen on specific IP addresses as shown below to
from glomming onto all bound IP addresses.
Step 2 Verify in httpd.conf that the following modules are enabled (uncommented):
LoadModule
LoadModule
LoadModule
LoadModule
proxy_module modules/mod_proxy.so
proxy_http_module modules/mod_proxy_http.so
rewrite_module modules/mod_rewrite.so
ssl_module modules/mod_ssl.so
Step 3 Edit conf\extra\ httpd-vhosts.conf:
#
# Use name-based virtual hosting.
#
NameVirtualHost *:5500
<VirtualHost *:5500>
# necessary for rewriting
RewriteEngine on
# uncomment the logging for problem trace only
# RewriteLog "logs/ciproxy.localhost-rewrite.log"
# RewriteLogLevel 3
# NOTE the rewrite rules have a proxy redirect
RewriteRule ^/theme/(.+)$ /director2/theme/$1 [P]
RewriteRule ^/yui_2.7.0/(.+)$ /director2/yui_2.7.0/$1 [P]
RewriteRule ^/js/(.+)$ /director2/js/$1 [P]
ProxyPass /authenticate/ http://10.0.0.1/
ProxyPassReverse /authenticate/ http://10.0.0.1/
ProxyPass /cas/ http://10.0.0.1:5447/
ProxyPassReverse /cas/ http://10.0.0.1:5447/
ProxyPass /director2/ http://10.0.0.1:5449/
ProxyPassReverse /director2/ http://10.0.0.1:5449/
# These are Optional
ErrorLog "logs/ciproxy.localhost-error.log"
CustomLog "logs/ciproxy.localhost-access.log" combined
#
SSL Engine Switch:
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#
Enable/Disable SSL AND PROXYING OF SSL for this virtual host.
SSLEngine on
SSLProxyEngine on
#
SSL Cipher Suite:
#
List the ciphers that the client is permitted to negotiate.
#
See the mod_ssl documentation for a complete list.
SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL
#
Server Certificate:
#
Point SSLCertificateFile at a PEM encoded certificate. If
#
the certificate is encrypted, then you will be prompted for a
#
pass phrase. Note that a kill -HUP will prompt again. Keep
#
in mind that if you have both an RSA and a DSA certificate you
#
can configure both in parallel (to also allow the use of DSA
#
ciphers, etc.)
#SSLCertificateFile "conf/ssl.crt/server-dsa.crt"
SSLCertificateFile "conf/ssl.crt/server.crt"
#
Server Private Key:
#
If the key is not combined with the certificate, use this
#
directive to point at the key file. Keep in mind that if
#
you've both a RSA and a DSA private key you can configure
#
both in parallel (to also allow the use of DSA ciphers, etc.)
#SSLCertificateKeyFile "conf/ssl.key/server-dsa.key"
SSLCertificateKeyFile "conf/ssl.key/server.key"
#
Server Certificate Chain:
#
Point SSLCertificateChainFile at a file containing the
#
concatenation of PEM encoded CA certificates which form the
#
certificate chain for the server certificate. Alternatively
#
the referenced file can be the same as SSLCertificateFile
#
when the CA certificates are directly appended to the server
#
certificate for convenience.
#SSLCertificateChainFile "conf/ssl.crt/server-ca.crt"
#
Certificate Authority (CA):
#
Set the CA certificate verification path where to find CA
#
certificates for client authentication or alternatively one
#
huge file containing all of them (file must be PEM encoded)
#
Note: Inside SSLCACertificatePath you need hash symlinks
#
to point to the certificate files. Use the provided
#
Makefile to update the hash symlinks after changes.
#SSLCACertificatePath "conf/ssl.crt"
#SSLCACertificateFile "conf/ssl.crt/ca-bundle.crt"
#
Certificate Revocation Lists (CRL):
#
Set the CA revocation path where to find CA CRLs for client
#
authentication or alternatively one huge file containing all
#
of them (file must be PEM encoded)
#
Note: Inside SSLCARevocationPath you need hash symlinks
#
to point to the certificate files. Use the provided
#
Makefile to update the hash symlinks after changes.
#SSLCARevocationPath "conf/ssl.crl"
#SSLCARevocationFile "conf/ssl.crl/ca-bundle.crl"
#
#
#
#
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Client Authentication (Type):
Client certificate verification type and depth. Types are
none, optional, require and optional_no_ca. Depth is a
number which specifies how deeply to verify the certificate
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#
issuer chain before deciding the certificate is not valid.
#SSLVerifyClient require
#SSLVerifyDepth 10
#
Access Control:
#
With SSLRequire you can do per-directory access control based
#
on arbitrary complex boolean expressions containing server
#
variable checks and other lookup directives. The syntax is a
#
mixture between C and Perl. See the mod_ssl documentation
#
for more details.
#<Location />
#SSLRequire (
%{SSL_CIPHER} !~ m/^(EXP|NULL)/ \
#
and %{SSL_CLIENT_S_DN_O} eq "Snake Oil, Ltd." \
#
and %{SSL_CLIENT_S_DN_OU} in {"Staff", "CA", "Dev"} \
#
and %{TIME_WDAY} >= 1 and %{TIME_WDAY} <= 5 \
#
and %{TIME_HOUR} >= 8 and %{TIME_HOUR} <= 20
) \
#
or %{REMOTE_ADDR} =~ m/^192\.76\.162\.[0-9]+$/
#</Location>
#
SSL Engine Options:
#
Set various options for the SSL engine.
#
o FakeBasicAuth:
#
Translate the client X.509 into a Basic Authorisation. This means that
#
the standard Auth/DBMAuth methods can be used for access control. The
#
user name is the `one line' version of the client's X.509 certificate.
#
Note that no password is obtained from the user. Every entry in the user
#
file needs this password: `xxj31ZMTZzkVA'.
#
o ExportCertData:
#
This exports two additional environment variables: SSL_CLIENT_CERT and
#
SSL_SERVER_CERT. These contain the PEM-encoded certificates of the
#
server (always existing) and the client (only existing when client
#
authentication is used). This can be used to import the certificates
#
into CGI scripts.
#
o StdEnvVars:
#
This exports the standard SSL/TLS related `SSL_*' environment variables.
#
Per default this exportation is switched off for performance reasons,
#
because the extraction step is an expensive operation and is usually
#
useless for serving static content. So one usually enables the
#
exportation for CGI and SSI requests only.
#
o StrictRequire:
#
This denies access when "SSLRequireSSL" or "SSLRequire" applied even
#
under a "Satisfy any" situation, i.e. when it applies access is denied
#
and no other module can change it.
#
o OptRenegotiate:
#
This enables optimized SSL connection renegotiation handling when SSL
#
directives are used in per-directory context.
#SSLOptions +FakeBasicAuth +ExportCertData +StrictRequire
<FilesMatch "\.(cgi|shtml|pl|asp|php)$">
SSLOptions +StdEnvVars
</FilesMatch>
<Directory "C:/xampp/cgi-bin">
SSLOptions +StdEnvVars
</Directory>
#
#
#
#
#
#
SSL Protocol Adjustments:
The safe and default but still SSL/TLS standard compliant shutdown
approach is that mod_ssl sends the close notify alert but doesn't wait for
the close notify alert from client. When you need a different shutdown
approach you can use one of the following variables:
o ssl-unclean-shutdown:
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#
This forces an unclean shutdown when the connection is closed, i.e. no
#
SSL close notify alert is send or allowed to received. This violates
#
the SSL/TLS standard but is needed for some brain-dead browsers. Use
#
this when you receive I/O errors because of the standard approach where
#
mod_ssl sends the close notify alert.
#
o ssl-accurate-shutdown:
#
This forces an accurate shutdown when the connection is closed, i.e. a
#
SSL close notify alert is send and mod_ssl waits for the close notify
#
alert of the client. This is 100% SSL/TLS standard compliant, but in
#
practice often causes hanging connections with brain-dead browsers. Use
#
this only for browsers where you know that their SSL implementation
#
works correctly.
#
Notice: Most problems of broken clients are also related to the HTTP
#
keep-alive facility, so you usually additionally want to disable
#
keep-alive for those clients, too. Use variable "nokeepalive" for this.
#
Similarly, one has to force some clients to use HTTP/1.0 to workaround
#
their broken HTTP/1.1 implementation. Use variables "downgrade-1.0" and
#
"force-response-1.0" for this.
BrowserMatch ".*MSIE.*" nokeepalive ssl-unclean-shutdown downgrade-1.0 force-response-1.0
#
#
#
#
Per-Server Logging:
The home of a custom SSL log file. Use this when you want a
compact non-error SSL logfile on a virtual host basis.
CustomLog "logs/ssl_request.log" "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
</VirtualHost>
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Glossary
Administrator The
office manager or IS professional responsible for installing and
configuring the system.
All Trunks Busy The situation in which a user tries to make an outside call through a
telephone system and receives a “fast” busy signal (twice as many as normal in the same
amount of time), indicating that no trunks are available to handle the call.
API Application
programming interface; software that an application program uses to
request and carry out lower-level services performed by the computer’s or telephone
system’s operating system. For Windows, the API also helps applications manage windows,
menus, icons, and other graphical user interface elements.
Automated Attendant A device that answers callers with a recording and allows callers to
route themselves to an extension; also called an auto-attendant.
BOOTP Boot Protocol, a standard protocol for assigning networking information to client
workstations over the network; similar to but less sophisticated than DHCP.
Call Control The dynamic, transactional servicing of calls, usually via a graphical user
interface with call information. For example, an attendant can use a GUI application to
transfer calls based on CallerID information.
Call Handling The
predetermined, preconfigured features for servicing incoming calls in
order to obtain certain expected results. Examples of call handling features include call
forwarding on busy, call forwarding on no answer, and do not disturb.
Call Handling Mode A set of telephony and call handling features that are enabled depending
on the business conditions of the user (for example, in the office or out of the office). Call
handling modes, which are enabled manually by the user, include features such as call
forwarding on busy, call forwarding on no answer, and the selection of the voice mail
greeting to use for a particular mode.
Call History The
visual records in ShoreWare Desktop, documenting all incoming and
outgoing calls to the user’s extension.
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
methodology 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 Stack The list of calls in ShoreWare Desktop associated with an extension, including
active calls and calls that have been put on hold or are being managed in some other way by
the user.
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.
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Call-Waiting Tone The
arrives.
tone that is presented to a user with call waiting when a second call
Caller For
documentation purposes, an outside caller—a person calling the telephone
system from outside. See also End User.
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.
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.
CLASS Custom Local Area Signalling Services, a family of telephone services offered from
local telephone companies, usually for a monthly fee; includes features such as CallerID,
Call Waiting, call return, repeat dialing, call rejection, call trace, priority ringing, and
selective call forwarding.
Class of Service Abbreviated as CoS or COS; a set of features and privileges associated with a
particular user or extension, used for grouping similar users together.
CO Central
Office; the building where the telephone company’s telephone switching
equipment that services the local area is located.
CO Line See Trunk.
Conference Three
or more parties joined together in a single call, such that each party can
hear and be heard by the others.
DHCP Dynamic
Host Configuration Protocol, a protocol for downloading network
information (such as IP addresses) to client workstations.
DID Direct Inward Dial, a signaling mechanism used by telephone companies to indicate to
a customer’s PBX what telephone number was dialed by the calling party. It can be used
with analog lines but is used mostly with digital (that is, T-1) connections.
DTMF Dual-Tone
Multi-Frequency, a technique of providing two tones for each button on a
telephone to signal dialing digits; also known as Touch Tone.
End User For
documentation purposes, a person using the telephone system from the
inside, such as from an extension or a call control application, as opposed to a caller who
dials in from outside the system; often shortened to “user.” See also Caller.
Erlang Formula A mathematical way of predicting a randomly arriving workload (such as
telephone calls) based on known information (such as average call duration). Although
traditionally used in telephone traffic engineering to determine the required number of
trunks, Erlang formulas have applications in call center staffing as well.
External Call A telephone call directed to or from outside the telephone system, and over the
Public Switched Telephone Network (PSTN).
FSK Frequency
Shift Key, a modulation technique used with low-speed modems; also used
with CallerID and message-waiting lamp indicators.
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FXO Foreign Exchange Office. 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).
FXS Foreign
Exchange Station. 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.
Greeting The
voice recording sent to the caller when a call is answered by voice mail or by
the auto-attendant; usually a single file, and not the concatenation of smaller phrases.
GUI In ShoreTel documentation, the graphical user interface presented to the user as part of
the software application that runs on the user’s workstation.
Handled Call A call answered by an employee or a device, such as an auto-attendant or voice
mail, as opposed to being blocked or abandoned.
Hang Up The act of putting the telephone receiver back on the hook to indicate to the
telephone system that the user is done with the call.
Hold As
in “on hold”; the situation in which a caller is placed in the user’s call management
stack for later handling.
Internal Call A
telephone call dialed between internal extensions.
Java The platform-independent programming language developed by Sun Microsystems for
providing complete programs, including animated graphics.
Line See Trunk.
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.
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.
On Hook/Off Hook The
state of the telephone as being either on the hook (hung up) or off
the hook and seizing the line.
Operator The person who monitors the telephone system and transfers calls to the
appropriate extensions.
Outside Caller See
Caller.
PBX Private Branch Exchange; a term used by telephone companies to indicate equipment
that is located on the customer’s premises and that can route telephone calls.
Permissions Privileges granted to each user with respect to what data, features, menus, or
calling options may be used. Permissions are under the control of the system administrator.
ShoreTel 11.1
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Physical Extension A
telephone.
common internal extension with an assigned physical port and
Prompt For an auto-attendant menu, the result of playing (concatenating) a series of
phrases together.
PSTN Public
Switched Telephone Network; another name for the public telephone network.
Remote Caller See
Caller.
Ringback Tone The audible signal given to the caller by the telephone company (or
telephone system) to indicate that the remote telephone is ringing.
RJ-11 Registered Jack number 11; one of the series of registered jacks and cabling developed
originally by AT&T to standardize the cabling between the telephone and the telephone
company lines.
Service Provider Interface (SPI) An
hardware.
interface between the operating system and the telephone
Status Bar A
text and mini-graphics area, usually at the bottom of a software application
window, that is normally used for showing the status of the application or other pertinent
information.
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.
T-1 A digital transmission link with a capacity of 1.554 Mbps (1,544,000 bits per second). 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.
Telco An
abbreviation for telephone company.
Telephony Application Programming Interface (TAPI) A telephony software interface included
in Microsoft Windows 95, 98, and NT; the operating system that lets applications
incorporate telephony control.
Tip and Ring Telephony jargon for the two wires from the telephone system to the telephone
set; also indicates polarity
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.
TUI Telephone
User Interface; a set of defined keystrokes on the telephone keypad that are
used to execute commands to either the telephony switch, voice mail, or the automated
attendant.
Workstation A
302
personal computer (PC) or similar computer.
Index
Symbols
"Use Flash to Route Calls" check box . . . . . . . . . . . . . . 213
Numerics
10 Base-T . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
100 Base-T . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
10-digit local dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
110 VAC modular power cord . . . . . . . . . . . . . . . . . . . . 195
16-bit DOS addressing . . . . . . . . . . . . . . . . . . . . . . . . . . 231
19-inch data rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
26 AWG wire, to avoid risk of fire . . . . . . . . . . . . . . . . . 270
28.8 Kbps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
900 calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
911
calls, planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
dialing plan considerations . . . . . . . . . . . . . . . . . . . . 82
emergency calls, exception . . . . . . . . . . . . . . . . . . . . 83
A
AC
surge protector . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
accessing voice mail, training topics covered . . . . . . . . . 261
account code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
collection service . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
configurable extensions . . . . . . . . . . . . . . . . . . . . . . . 97
enabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
examining outbound calls . . . . . . . . . . . . . . . . . . . . . 97
account code collection service
call detail reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
account codes
states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
administrative assistants, training . . . . . . . . . . . . . . . . . . 260
admission control bandwidth, and WANs . . . . . . . . . . . 134
Admission Control Bandwidth, calculating . . . . . . . . . . 133
admission control, defining . . . . . . . . . . . . . . . . . . . . . . . 99
admission control, two ways to set . . . . . . . . . . . . . . . . . 136
Adobe Acrobat Reader, installing . . . . . . . . . . . . . . . . . . 141
ADSL, and WANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
advantages of VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
after-hours call routing . . . . . . . . . . . . . . . . . 57, 59, 61, 63
algorithm, network call routing . . . . . . . . . . . . . . . . . . . . 99
allocation, blocks of numbers . . . . . . . . . . . . . . . . . . . . . . 82
American Society of Composers . . . . . . . . . . . . . . . . . . . 196
AMIS
protocol support . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
protocol support and voice mail . . . . . . . . . . . . . . . 205
ShoreTel 11
protocol Version 1 . . . . . . . . . . . . . . . . . . . . . . . . . 205
send outbound voice mail . . . . . . . . . . . . . . . . . . . . 205
simplification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
analog connection speeds, modems . . . . . . . . . . . . . . . . 103
analog DID trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
analog phone requirements . . . . . . . . . . . . . . . . . . . . . . 105
analog service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Analog Telephone and Trunk Cabling . . . . . . . . . . . . . . 196
analog trunk port setup . . . . . . . . . . . . . . . . . . . . . . . . . 210
analog trunk ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
analog wink-start trunks . . . . . . . . . . . . . . . . . . . . . . 61, 70
ANI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
AP-100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Apache Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Apache Server, installing and configuring . . . . . . . . . . . 273
applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
area code, configuring for a user . . . . . . . . . . . . . . . . . . 245
area codes, local . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
ATM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Attach Voice Mail to Message when Moved . . . . . . . . . . 246
Audio Input (Music on Hold) Cabling . . . . . . . . . . . . . . 196
audio output . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Audio Output (Paging and Night Bell) Cabling . . . . . . . 197
authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Auto-Attendant Call Routing . . . . . . . . . . . . . . . . . . . . . . 57
auto-attendants, multiple . . . . . . . . . . . . . . . . . . . . . . . . 107
Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Automated Call Distributor (ADC) calls . . . . . . . . . . . . 203
Automatic Call Handling, installing . . . . . . . . . . . . . . . . 246
Automatic Number Identification . . . . . . . . . . . . . . . . . . 61
Automatic Number Identification (ANI) . . . . . . . . . . . . . 74
Avaya PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
avoiding exposure to rain or moisture . . . . . . . . . . . . . . 269
B
bandwidth
WAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
bandwidth calculations . . . . . . . . . . . . . . . . . . . . . . . . . . 127
bandwidth management . . . . . . . . . . . . . . . . . . . . . . . . . 117
client bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
distributed call control signaling . . . . . . . . . . . . . . 119
LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
virtual LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
WANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
bandwidth requirements for network . . . . . . . . . . . . . . 109
BHCA
call volumne . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
BHCC
call load capacity for switches . . . . . . . . . . . . . . . . . 46
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Planning and Installation Guide
limits for server tiers . . . . . . . . . . . . . . . . . . . . . . . . . 46
BOOTP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
bootROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
bootROM, downloading for phone . . . . . . . . . . . . . . . . . 271
bottlenecks, and traffic shaping . . . . . . . . . . . . . . . . . . . 119
broadband DSL connectivity, and VPNs . . . . . . . . . . . . . 127
bytes per packet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
C
cable modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
cabling contractor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
cabling installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
cabling, general overview . . . . . . . . . . . . . . . . . . . . . . . . 197
call centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Call Detail Records, and disk usage . . . . . . . . . . . . . . . . 138
Call Handling Delegation . . . . . . . . . . . . . . . . . . . . . . . . 170
call handling modes, training topics covered . . . . . . . . . 261
Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Call Manager installation, differences with TAPI . . . . . . 280
Call Manager, starting . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
call permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
all . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
all calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
commas or semicolons . . . . . . . . . . . . . . . . . . . . . . . 97
internal only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
wild cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Call permissions parameters
International Long Distance . . . . . . . . . . . . . . . . . . . 96
Local Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
National Long Distance . . . . . . . . . . . . . . . . . . . . . . . 96
call permissions, restrictions . . . . . . . . . . . . . . . . . . . . . . . 96
call routing
after hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57, 59
auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
blended . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
DID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
operator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
call routing and call distribution, training topics covered . .
261
call sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
call volume estimates . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
caller ID
name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
outbound . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
caller ID information
collecting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
caller ID number, international support for . . . . . . . . . . 105
canonical format, converting to . . . . . . . . . . . . . . . . . . . . 85
canonical format, external numbers . . . . . . . . . . . . . . . . . 84
Carrier Select numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Category 5 cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
CD player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
centralized applications . . . . . . . . . . . . . . . . . . . . . . . . . 277
Centrex lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68, 69
Channel Service Unit (CSU) . . . . . . . . . . . . . . . . . . . . . . 196
checklist, for trunking cut-over . . . . . . . . . . . . . . . . . . . 254
checklist, installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Citrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141, 277
304
Index
Citrix application mode . . . . . . . . . . . . . . . . . . . . . . . . . 280
Citrix servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Citrix terminal server
installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
CLASS message waiting . . . . . . . . . . . . . . . . . . . . . . . . . 106
client bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
client software install procedure . . . . . . . . . . . . . . . . . . 240
Collaborative Data Objects . . . . . . . . . . . . . . . . . . . . . . . 247
COM port
baud rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
configuring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
flow control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
COM port setup, SMDI . . . . . . . . . . . . . . . . . . . . . . . . . . 209
command center, setting up for cut-over . . . . . . . . . . . . 254
communication convergence . . . . . . . . . . . . . . . . . . . . . 259
communications, encrypting . . . . . . . . . . . . . . . . . . . . . 131
components, system . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
conference bridge, dialing . . . . . . . . . . . . . . . . . . . . . . . 181
conference rooms, planning for . . . . . . . . . . . . . . . . . . . 102
conferencing calls, training topics covered . . . . . . . . . . 261
configuration switches, assigning . . . . . . . . . . . . . . . . . . 226
configuring
SMDI parameters . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Configuring Automatic VLAN Assignment via DHCP . . 125
Configuring DHCP for IP phones . . . . . . . . . . . . . . . . . 123
configuring external numbers . . . . . . . . . . . . . . . . . . . . . 83
configuring internal numbers . . . . . . . . . . . . . . . . . . . . . . 81
configuring local area codes . . . . . . . . . . . . . . . . . . . . . . . 85
configuring mixed dialing in the same area . . . . . . . . . . . 85
configuring networking parameters . . . . . . . . . . . . . . . . 123
configuring ShoreTel Voice Mail integration using SMDI . .
214
configuring the serial connection . . . . . . . . . . . . . . . . . . 220
configuring the ShoreTel server for SMDI . . . . . . . . . . . 216
configuring voice switches for IP phone . . . . . . . . . . . . 226
connectivity between locations . . . . . . . . . . . . . . . . . . . 121
connector pinouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
consolidated long distance . . . . . . . . . . . . . . . . . . . . . . . 205
Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Control Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
ControlPoint, ShoreCare . . . . . . . . . . . . . . . . . . . . . . . . . 16
conversation, and latency . . . . . . . . . . . . . . . . . . . . . . . . 115
coordinated dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
coordinated dialing plan . . . . . . . . . . . . . . . . . . . . . . . . . 203
copyright laws, US . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
cost-effective phones . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
country codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
courses, ShoreCare QuickStart . . . . . . . . . . . . . . . . . . . . 259
CPU, and media encryption . . . . . . . . . . . . . . . . . . . . . . 131
creating a trunk group, SMDI . . . . . . . . . . . . . . . . . . . . . 215
creating a user group . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
creating trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
CSIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
customers, training for Workgroup Call Manager . . . . . 261
Cut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Cut-Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
cut-over after installation . . . . . . . . . . . . . . . . . . . . . . . . . 16
Cut-Over Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Cut-Over Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Index
Planning and Installation Guide
cut-over coverage
monitoring personnel . . . . . . . . . . . . . . . . . . . . . . . 254
scheduling on-site team . . . . . . . . . . . . . . . . . . . . . 254
Cut-Over Implementation . . . . . . . . . . . . . . . . . . . . . . . 254
Cut-Over Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 253
Cut-Over Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
cut-over, to ShoreTel . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
D
data network, integrating with . . . . . . . . . . . . . . . . . . . . 107
Data-entry fields
conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
defining 10-digit dialing . . . . . . . . . . . . . . . . . . . . . . . . . . 85
defining admission control . . . . . . . . . . . . . . . . . . . . . . . . 99
defining trunk services . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
delay in the PSTN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Delete Voice Mail from Message when Moved . . . . . . . . 246
demilitarized zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
denial-of-service attacks . . . . . . . . . . . . . . . . . . . . . . . . . 129
deployment team
Cabling Contractor . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Electrical Contractor . . . . . . . . . . . . . . . . . . . . . . . . . 16
IT Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
project manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Service Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
ShoreTel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
System Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
determining the number of trunks . . . . . . . . . . . . . . . . . . 53
DHCP
automatic VLAN assignment . . . . . . . . . . . . . . . . . . 125
option 156 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
DHCP configuration for IP phones . . . . . . . . . . . . . . . . . 123
DHCP on the ShoreWare Server . . . . . . . . . . . . . . . . . . . 141
DHCP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
DHCP server, and IP phones . . . . . . . . . . . . . . . . . . . . . 228
DHCP server, IP address assignment . . . . . . . . . . . . . . . 122
DHCP vendor option 155 . . . . . . . . . . . . . . . . . . . . . . . . 225
Dialed Number Identification Service (DNIS) . . . . . . . . . 74
dialing 911 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
dialing configuration, planning . . . . . . . . . . . . . . . . . . . . 82
dialing coordinated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
dialing parameters, TAPI . . . . . . . . . . . . . . . . . . . . . . . . 245
dialing plan
considerations for international deployment . . . . . 265
dialing plan, coordinated . . . . . . . . . . . . . . . . . . . 201, 203
dialing rules, for a user . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Dial-Up Modems, and WANs . . . . . . . . . . . . . . . . . . . . . 122
DID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
DID numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Digit collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
digit collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
digit collection rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
digit collection, defining . . . . . . . . . . . . . . . . . . . . . . . . . . 81
digit collection, defining for internal numbers . . . . . . . . . 83
digit collection, ending . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Digit manipulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
digit manipulation . . . . . . . . . . . . . . . . . . . . . . . . . . 87, 95
Digit Manipulation Options . . . . . . . . . . . . . . . . . . . . . . . 87
ShoreTel 11.1
digit manipulation, defining . . . . . . . . . . . . . . . . . . . . . . . 87
digit translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
digit translation table, creating . . . . . . . . . . . . . . . . . . . . 211
digit translation, functionality . . . . . . . . . . . . . . . . . . . . 211
Digital Loop-Start Trunks . . . . . . . . . . . . . . . . . . . . . . . . . 69
digital trunk tie line integration . . . . . . . . . . . . . . . . . . . 202
digital trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Digital Wink-Start Trunks . . . . . . . . . . . . . . . . . . . . . . . . 70
Direct Inward Dial (DID) . . . . . . . . . . . . . . . . . . . . . . . . . 74
Direct Inward Dial call routing . . . . . . . . . . . . . . . . . . . . . 61
Direct Inward Dial trunks . . . . . . . . . . . . . . . . . . . . . . . . 60
Disk Caching, enabling . . . . . . . . . . . . . . . . . . . . . . . . . 248
Distributed Call Control Signaling . . . . . . . . . . . . . . . . . 119
distributed server maintenance page, accessing . . . . . . . 142
Distributed ShoreWare Servers . . . . . . . . . . . . . . . . . . . . . 50
distributed voice mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
DMZ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
DNIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
DTMF signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Dynamic Host Configuration Protocol server
DHCP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
E
E1 PRI service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
E1 PRI trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
echo cancellation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
echo canceller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
echo packets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
e-commerce, and security . . . . . . . . . . . . . . . . . . . . . . . . 129
electrical storm, postponing installation . . . . . . . . . . . . 270
electricity, safety with . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
email, for notifying users . . . . . . . . . . . . . . . . . . . . . . . . 240
emergency 911 calls, exceptions . . . . . . . . . . . . . . . . . . . 83
emergency calls, planning . . . . . . . . . . . . . . . . . . . . . . . . 65
emergency numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127, 128
enabling during a call . . . . . . . . . . . . . . . . . . . . . . . 131
no support with SoftSwitch . . . . . . . . . . . . . . . . . . 131
end digit collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
End User License Agreement . . . . . . . . . . . . . . . . . . . . . 241
end-to-end IP network, creating . . . . . . . . . . . . . . . . . . . 104
End-User Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
engineering an IP network . . . . . . . . . . . . . . . . . . . . . . . 108
enterprise telephony features . . . . . . . . . . . . . . . . . . . . . 178
enterprise-wide coordinated dialing plan . . . . . . . . . . . . 201
Environmental and Infrastructure Analysis . . . . . . . . . . . 18
Environmental Requirements, ShoreGear voice switch . 193
environmental specifications . . . . . . . . . . . . . . . . . . . . . 193
estimating call volume . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Ethernet
framing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Ethernet Cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Ethernet network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
explicit carrier selection dialing . . . . . . . . . . . . . . . . . . . . 86
Extension and mailbox license . . . . . . . . . . . . . . . . . . . . 249
extension length . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
extension lengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82, 83
Extension-only license . . . . . . . . . . . . . . . . . . . . . . . . . . 249
external numbers, configuring . . . . . . . . . . . . . . . . . . . . . 83
305
Planning and Installation Guide
F
fault tolerance, two levels . . . . . . . . . . . . . . . . . . . . . . . . 195
fax and modem calls, zero packet loss . . . . . . . . . . . . . . 116
fax handling, planning . . . . . . . . . . . . . . . . . . . . . . . . . . 161
fax machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Hewlett-Packard . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
IP network quality . . . . . . . . . . . . . . . . . . . . . . . . . . 103
fax server integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
fax server integration, configuring . . . . . . . . . . . . . . . . . 164
Fax Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . 163
fax server, using . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Find Me call handling . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
firewalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129, 273
firewalls, and corporate networks . . . . . . . . . . . . . . . . . . 129
firewalls, and VoIP traffic . . . . . . . . . . . . . . . . . . . . . . . . 130
firmware, phone download . . . . . . . . . . . . . . . . . . . . . . . 271
flash button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
forward proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
four seconds
password entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
fragmentation on hard disk . . . . . . . . . . . . . . . . . . . . . . . 232
frame relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
frame relay, and WANs . . . . . . . . . . . . . . . . . . . . . . . . . . 122
France, supported features . . . . . . . . . . . . . . . . . . . . . . . 105
front-end web servers . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
FtpServers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
G
G.711 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103, 110
G.729a . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
G.729a voice encoding . . . . . . . . . . . . . . . . . . . . . 133, 135
gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
geographic region, dialing plan . . . . . . . . . . . . . . . . . . . . 84
German language license . . . . . . . . . . . . . . . . . . . . . . . . 249
Germany, supported features . . . . . . . . . . . . . . . . . . . . . 105
global voice network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
GMT Offset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
going live with the system . . . . . . . . . . . . . . . . . . . . . . . . 16
H
hard disk space utilization . . . . . . . . . . . . . . . . . . . . . . . 138
hardware requirements . . . . . . . . . . . . . . . . . . . . . 138, 184
headquarters server, upgrading software . . . . . . . . . . . . 232
headsets for
agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
headsets, for workgroup agents and supervisors . . . . . . 102
heartbeat interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Hewlett-Packard fax machines . . . . . . . . . . . . . . . . . . . . 103
high voltage components . . . . . . . . . . . . . . . . . . . . . . . . 269
higher-density trunking . . . . . . . . . . . . . . . . . . . . . . . . . . 53
hold button, MOH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
hostname, HQ server . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
HTTP port 80 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
httpd.conf file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
humidity, operating . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
306
Index
Hunt Group
Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
as a Call Forward Destination . . . . . . . . . . . . . . . . . 172
busy state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
common line monitoring . . . . . . . . . . . . . . . . . . . . 173
configurable hunting . . . . . . . . . . . . . . . . . . . . . . . 172
distribution of calls to backup operators . . . . . . . . 173
Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
hunt groups, call routing . . . . . . . . . . . . . . . . . . . . . . . . . 59
Hypertext links
conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
I
ICMP flood attacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
IDSL, and WANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
illegal traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
implementing cut-over . . . . . . . . . . . . . . . . . . . . . . . . . . 254
important safety instructions . . . . . . . . . . . . . . . . . . . . . 269
importing Outlook contacts to Quick Dial . . . . . . . . . . . 248
inbound and outbound services, consolidation . . . . . . . 202
Input Power, ShoreGear voice switch . . . . . . . . . . . . . . 192
Installation
Assembling the Team . . . . . . . . . . . . . . . . . . . . . . . . 16
Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Delegation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Resource planning . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Schedule planning . . . . . . . . . . . . . . . . . . . . . . . . . . 15
installation
IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
installation procedure, desktop . . . . . . . . . . . . . . . . . . . 240
Installation Readiness Review . . . . . . . . . . . . . . . . . . . . . 21
installation, duration . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Installing Call Manager on Citrix or WTS . . . . . . . . . . . 277
installing Microsoft Windows Server 2003 components . . .
139, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
installing ShoreGear voice switch . . . . . . . . . . . . . . . . . 149
installing ShoreTel system . . . . . . . . . . . . . . . . . . . . . . . . 15
installing voice mail integration . . . . . . . . . . . . . . . . . . . 246
InstallShield Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Installtion
planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
instruction modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
instructor, asking questions . . . . . . . . . . . . . . . . . . . . . . 260
integrated voice mail . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
integrated voice network . . . . . . . . . . . . . . . . . . . . . . . . 201
integrating legacy voice mail with SMDI . . . . . . . . . . . . 208
integration plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
integration with data network . . . . . . . . . . . . . . . . . . . . 107
interactive tutorials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
interactive web session . . . . . . . . . . . . . . . . . . . . . . . . . . 260
internal numbers, configuring . . . . . . . . . . . . . . . . . . . . . 81
Internal Only call permissions . . . . . . . . . . . . . . . . . . . . . 96
international
dialing plan considerations . . . . . . . . . . . . . . . . . . . 265
telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
international (01x) dialing . . . . . . . . . . . . . . . . . . . . . . . . 86
international deployment . . . . . . . . . . . . . . . . . . . . . . . . . 15
International Long Distance call permission . . . . . . . . . . 96
international planning . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Index
Planning and Installation Guide
Internet information server (IIS) default web site . . . . . 142
inter-site calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
IP address
outside of range . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
IP address assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
DHCP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
firewalls with NAT . . . . . . . . . . . . . . . . . . . . . . . . . 123
IP Address Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
IP address range, defining for IP phone . . . . . . . . . . . . . 227
IP address, static . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
IP networks, ready for VoIP . . . . . . . . . . . . . . . . . . . . . . 108
IP parameters, configuring manually for IP phones . . . . 271
IP parameters, displaying for phone . . . . . . . . . . . . . . . . 272
IP phone
installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
IP Phone Cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
IP phone support, and voice switches . . . . . . . . . . . . . . 226
IP phones
installing without DHCP . . . . . . . . . . . . . . . . . . . . . 271
recommendations for installation . . . . . . . . . . . . . . 225
IP phones, associating with user group . . . . . . . . . . . . . 229
IPSEC, and tunneling . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
ISDN BRI, and WANs . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
ISDN PRI, call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
ISP limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
issues with voice traffic . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Italy, supported features . . . . . . . . . . . . . . . . . . . . . . . . . 105
J
jitter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103, 109, 114
and latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
changing buffer size . . . . . . . . . . . . . . . . . . . . . . . . 116
compensating for . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
underflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
jitter buffer, non-configurable . . . . . . . . . . . . . . . . . . . . 116
jitter for voice switches . . . . . . . . . . . . . . . . . . . . . . . . . . 116
K
K56Flex/V.90 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
key components, cabling voice network . . . . . . . . . . . . . 197
key considerations
addressing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
service levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
L
L2F, and tunneling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
L2TP, and tunneling . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
language codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Language Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114, 115
end-to-end . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
traversing switch . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
latency and jitter requirements . . . . . . . . . . . . . . . . . . . . 109
Layer 2 IP Precedence . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Layer 3 - DiffServ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
ShoreTel 11.1
Layer 4 UDP 5004 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Layer2Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
leased T1, and WANs . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
legacy integration
External Voice Mail Configuration . . . . . . . . . . . . . 214
ShoreTel Voice Mail Configuration . . . . . . . . . . . . 214
legacy PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
legacy systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
license types, three . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
licenses, purchasing for users . . . . . . . . . . . . . . . . . . . . . 249
linear broadband encoding . . . . . . . . . . . . . . . . . . . . . . . 110
live operator, directing calls to . . . . . . . . . . . . . . . . . . . . . 58
lobby phones, planning for . . . . . . . . . . . . . . . . . . . . . . . 102
local area codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Local Area Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Local Only call permission . . . . . . . . . . . . . . . . . . . . . . . . 96
local trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
log files, and disk space . . . . . . . . . . . . . . . . . . . . . . . . . 139
Logical Terminal Number, and extensions . . . . . . . . . . 210
Logical Terminal Number, identifying PBX port . . . . . . 216
long distance, consolidated . . . . . . . . . . . . . . . . . . 205, 222
long-distance dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
lost packets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
lower-density trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Lucent PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
M
MAC Ethernet address . . . . . . . . . . . . . . . . . . . . . . . . . . 195
mailbox, purchasing license without phone extension . 249
Mailbox-only license . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
maintenance cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
maintenance port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
maintenance port, switch . . . . . . . . . . . . . . . . . . . . . . . . 123
management overhead, reducing with Citrix . . . . . . . . . 277
managing your system . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
map extension ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
mean time before failure (MTBF) . . . . . . . . . . . . . . . . . . 194
Media Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
media encryption
supported hardware platforms . . . . . . . . . . . . . . . . 131
Memorized Phone Number Management . . . . . . . . . . . . 248
memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
memory requirements, ensuring . . . . . . . . . . . . . . . . . . 232
Message Waiting Indicator . . . . . . . . . . . . . . . . . . . . . . . 207
Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . 240, 245
Microsoft Transaction Server (MTS) . . . . . . . . . . . . . . . 142
Miercom, testing by . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
mini-stereo input connector, 3.5 mm . . . . . . . . . . . 196, 197
mission-critical resources, protection . . . . . . . . . . . . . . 129
mixed dialing, configuring in same area . . . . . . . . . . . . . 85
model number, ShoreGear switch . . . . . . . . . . . . . . . . . 191
modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
monitoring agent extensions, training topics covered . . 261
monitoring calls in the queue, training topics covered . 261
multi-line phones, extension monitoring . . . . . . . . . . . . 103
Multi-Site Enterprise keys, renaming . . . . . . . . . . . . . . . 249
Multisite Implementation, topologies . . . . . . . . . . . . . . 132
multi-site integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
307
Planning and Installation Guide
multi-vendor network environment . . . . . . . . . . . . . . . . 109
music on hold, streaming . . . . . . . . . . . . . . . . . . . . . . . . 196
music-on-hold source, audio input port . . . . . . . . . . . . . 151
music-on-hold, testing for cut-over . . . . . . . . . . . . . . . . 254
mute button, and speakerphone . . . . . . . . . . . . . . . . . . . 105
N
n11 dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
National Long Distance call permission . . . . . . . . . . . . . . 96
NetScreen-5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Network Address Translation . . . . . . . . . . . . . . . . . . . . . 130
network call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
network call routing algorithm . . . . . . . . . . . . . . . . . . . . . 99
Network Call Routing page . . . . . . . . . . . . . . . . . . . . . . . 100
network infrastructure, ShoreTel deployment . . . . . . . . 108
network outages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
network performance . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
network performance, maximizing . . . . . . . . . . . . . . . . . 233
network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
jitter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
packet loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
network requirements, for fax . . . . . . . . . . . . . . . . . . . . 163
Network Topologies, examples . . . . . . . . . . . . . . . . . . . . 132
network topology, determining . . . . . . . . . . . . . . . . . . . . 49
night bell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Nortel PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
notification, via email . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
NTFS partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
O
online courses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
online documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
operating humidity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
operating temperature . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
operating, call directing . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Operator Assisted calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
operator call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
operator digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Operator Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
operator-assisted dialing . . . . . . . . . . . . . . . . . . . . . . . . . . 86
operators, headsets for . . . . . . . . . . . . . . . . . . . . . . . . . . 102
operators, training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
option 155 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Option 66 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
ordering service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
outbound caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
outbound calls, and analog wink-start . . . . . . . . . . . . . . . 64
Outlook folder, moving messages . . . . . . . . . . . . . . . . . . 246
Outlook, Microsoft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
overhead paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
P
package security, breaking . . . . . . . . . . . . . . . . . . . . . . . 142
packet loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
packet loss requirements . . . . . . . . . . . . . . . . . . . . . . . . 109
308
Index
packet loss, for fax and modem calls . . . . . . . . . . . . . . . 116
packet loss, zero tolerance . . . . . . . . . . . . . . . . . . . . . . . 104
packets, lost during conversation . . . . . . . . . . . . . . . . . . 103
packet-to-circuit conversions . . . . . . . . . . . . . . . . . . . . . 104
paging file size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
paging system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
parity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
patch panel installation . . . . . . . . . . . . . . . . . . . . . . . . . 191
PBX link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207, 220
PBXLink, connecting to the PBX . . . . . . . . . . . . . . . . . . 220
PBXs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
performance, network . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Phillips screwdriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Phone and Modem Options control panel applet . . . . . . 245
phone extension license, requesting without mailbox . . 249
Physical Requirements, ShoreGear voice switch . . . . . . 192
pinouts, connectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
dialing configuration . . . . . . . . . . . . . . . . . . . . . . . . 82
planning fax handling . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
planning recommendations . . . . . . . . . . . . . . . . . . . . . . . 49
planning voice switch installation . . . . . . . . . . . . . . . . . 149
poor voice quality, causes . . . . . . . . . . . . . . . . . . . . . . . . 114
port 5440 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Power and Heat Dissipation, ShoreGear voice switch . . 193
Power Cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
power cord, protecting . . . . . . . . . . . . . . . . . . . . . . . . . . 269
power failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
power loss, IP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
PPTP, and tunneling . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
preparing users for ShoreTel implementation . . . . . . . . 259
preventing fire or shock hazard . . . . . . . . . . . . . . . . . . . 269
PRI trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
PRI, and calling number information . . . . . . . . . . . . . . . 202
prioritizing voice traffic . . . . . . . . . . . . . . . . . . . . . . . . . 109
private numbers, not in System Directory . . . . . . . . . . . 169
proxy products, web access . . . . . . . . . . . . . . . . . . . . . . 273
proxy sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
ProxyPass directive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
PSTN services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
PSTN, delay in the . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
public key infrastructure, encryption . . . . . . . . . . . . . . . 128
punch-down blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
purchasing a language license . . . . . . . . . . . . . . . . . . . . 249
Q
Quick Dial, importing Outlook contacts . . . . . . . . . . . . 248
QuickStart training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
R
rack installation . . . . . . . . . . . . . . . . . . . . . . . . . . . 191, 198
rack overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
racks and cabling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
receptionist, training . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
receptionists, telephony needs . . . . . . . . . . . . . . . . . . . . 102
recommendations for installing server . . . . . . . . . . . . . . 137
recommendations, planning . . . . . . . . . . . . . . . . . . . . . . . 49
recommendations, training . . . . . . . . . . . . . . . . . . . . . . 259
Index
Planning and Installation Guide
reliability and availability, ShoreGear voice switch . . . . 194
remote administration . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
requirements of toll-quality voice . . . . . . . . . . . . . . . . . . 108
requirements, for cut-over . . . . . . . . . . . . . . . . . . . . . . . 253
RESET# . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Resource Scheduling and Tracking . . . . . . . . . . . . . . . . . . 19
restart desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
restrictions, call permissions . . . . . . . . . . . . . . . . . . . . . . . 96
resultant voice quality . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
return call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
reverse proxy server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
reverse proxy server, implementing . . . . . . . . . . . . . . . . 273
RJ-21X cable retainer installation . . . . . . . . . . . . . . . . . . 151
RJ-48C cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
routing parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
routing, specify parameters for . . . . . . . . . . . . . . . . . . . . 100
RS-232 link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
RTP data, encrypting . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
RTP header compression . . . . . . . . . . . . . . . . . . . . . . . . 134
RTP packet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
rules, digit collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
S
safety considerations, voice switch installation . . . . . . . 269
safety, electrical . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
SDSL, and WANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
secure communications . . . . . . . . . . . . . . . . . . . . . . . . . 127
security
media encryption . . . . . . . . . . . . . . . . . . . . . . . . . . 131
security appliances, integrated . . . . . . . . . . . . . . . . . . . . 129
security policies, firewalls . . . . . . . . . . . . . . . . . . . . . . . . 129
self-paced online tutorials . . . . . . . . . . . . . . . . . . . . . . . . 260
serial connection, configuring . . . . . . . . . . . . . . . . . . . . 220
serial link, and voice mail integration . . . . . . . . . . . . . . . 220
serial port settings, extracting from Windows . . . . . . . . 220
server
Apache . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Server Name, changing . . . . . . . . . . . . . . . . . . . . . . . . . . 251
server performance, optimizing . . . . . . . . . . . . . . . . . . . 232
server, headquarters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
server, remote access . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
servers, terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
service level agreement . . . . . . . . . . . . . . . . . . . . . . . . . . 109
service provider, SLA’s with . . . . . . . . . . . . . . . . . . . . . . 109
service, analog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
service, E1 PRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
service, T1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
service, T1 PRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
services
telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
services, recommendations for ordering . . . . . . . . . . . . . . 77
seven-digit local dialing . . . . . . . . . . . . . . . . . . . . . . . . . 226
ShoreCare ControlPoint . . . . . . . . . . . . . . . . . . . . . . . . . . 16
ShoreCare QuickStart . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
ShoreGear voice switch, address assignment . . . . . . . . . 122
ShorePhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
ShorePhone-AP100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
ShorePhone-IP110
ShoreTel 11.1
displaying settings . . . . . . . . . . . . . . . . . . . . . . . . . 272
manually configuring . . . . . . . . . . . . . . . . . . . . . . . 271
resetting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
ShorePhone-IP210
manually configuring . . . . . . . . . . . . . . . . . . . . . . . 271
resetting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
ShorePhone-IP530/560
manually configuring . . . . . . . . . . . . . . . . . . . . . . . 271
resetting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
ShorePhones
simplified design . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
ShoreTel
remote TAPI service provider . . . . . . . . . . . . . . . . . 278
web access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
ShoreTel Conference Bridge . . . . . . . . . . . . . . . . . . . . . . 181
ShoreTel Customer Operations website . . . . . . . . . . . . . 150
ShoreTel database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
ShoreTel installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
ShoreTel superior design . . . . . . . . . . . . . . . . . . . . . . . . 108
ShoreTel system, plug-and-play . . . . . . . . . . . . . . . . . . . 194
ShoreTel website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
ShoreWare server IP address . . . . . . . . . . . . . . . . . . . . . 142
ShoreWare Server, configuring for legacy voice mail . . . 210
ShoreWare server, naming . . . . . . . . . . . . . . . . . . . . . . . 142
ShoreWare Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . 274
signaling overhead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Simplified Message Desk Interface (SMDI) . . . . . . . . . . 205
Simplified Message Desk Interface Mode
ShoreTel as PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
single site integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Single Site key, renaming . . . . . . . . . . . . . . . . . . . . . . . . 249
single-extension plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
single-site implementation, topologies . . . . . . . . . . . . . . 132
SIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
SIP trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Site page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Sites and Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
smart Ethernet switches . . . . . . . . . . . . . . . . . . . . . . . . . 118
SMDI
functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
supported features . . . . . . . . . . . . . . . . . . . . . . . . . 221
SMDI mode
ShoreTel Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . 219
SMDI parameters, configuring . . . . . . . . . . . . . . . . . . . . 216
SMDI protocol support . . . . . . . . . . . . . . . . . . . . . . . . . . 159
SMDI protocol support, and voice mail . . . . . . . . . . . . . 206
SMDI, configuring legacy voice mail integration . . . . . . 208
SMTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
SNTP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
SNTP server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
software configuration options, training . . . . . . . . . . . . 259
software requirements . . . . . . . . . . . . . . . . . . . . . . 139, 184
Spain, supported features . . . . . . . . . . . . . . . . . . . . . . . . 105
Spanish language license . . . . . . . . . . . . . . . . . . . . . . . . 249
Spanning Tree protocol . . . . . . . . . . . . . . . . . . . . . . . . . 119
Start bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
starting the ShoreWare Call Manager application . . . . . 245
static IP addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
static IP addresses, and servers . . . . . . . . . . . . . . . . . . . . 122
309
Planning and Installation Guide
status screen, client installation . . . . . . . . . . . . . . . . . . . 243
stereo jack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
storage temperature . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
superior design, ShoreTel . . . . . . . . . . . . . . . . . . . . . . . . 108
supported PBXs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Avaya . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Mitel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
NEC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Nortel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Siemens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
surge protector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
switch configuration, and Director . . . . . . . . . . . . . . . . . 151
switch models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
switched Ethernet network . . . . . . . . . . . . . . . . . . . . . . . 108
System Administrator Training . . . . . . . . . . . . . . . . . . . . 261
system components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
System Control Panel (Outlook Tab) . . . . . . . . . . . . . . . 247
system installation checklist . . . . . . . . . . . . . . . . . . . . . . . 16
System Load and Configuration . . . . . . . . . . . . . . . . . . . . 20
system ownership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
T
t for the necessary configuration information. To continue,
specify the location and area code information. Additionally,
configure the dialing rules section with the appropriate inform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
T1 lines, for modems . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
T1 PRI service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
T1 service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
tandem trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
TAPI dialing parameters, configuring . . . . . . . . . . . . . . . 245
TDM filtering, and media encryption . . . . . . . . . . . . . . . 131
team, building . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
team, for monitoring cut-over . . . . . . . . . . . . . . . . . . . . 255
telco cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
telephone patch panel . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Telephone requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 50
telephone requirements, determining . . . . . . . . . . . . . . . . 51
telephone service, ordering . . . . . . . . . . . . . . . . . . . . . . . . 76
telephones, testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
telephony endpoints, providing access to . . . . . . . . . . . . 280
Telephony Features
call recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
intercom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Make Me conferencing . . . . . . . . . . . . . . . . . . . . . . 181
Music on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
night bell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
overhead paging . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
paging groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
telephony features, enterprise . . . . . . . . . . . . . . . . . . . . . 178
teleworker sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50, 51
Teleworkers check box . . . . . . . . . . . . . . . . . . . . . . . . . . 228
teleworkers, telephony needs . . . . . . . . . . . . . . . . . . . . . 103
temperature
operating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
terminal servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Citrix and Windows . . . . . . . . . . . . . . . . . . . . . . . . 277
terminal services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
310
Index
terminal services for ShoreTel clients . . . . . . . . . . . . . . . 141
tie trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Time Services, SNTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
toll-quality voice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
toll-quality voice, requirements . . . . . . . . . . . . . . . . . . . 108
tools, ShoreCare ControlPoint . . . . . . . . . . . . . . . . . . . . . 16
Topics Covered
End-User Training . . . . . . . . . . . . . . . . . . . . . . . . . 260
Operator Training . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Topics covered
Workgroup Training . . . . . . . . . . . . . . . . . . . . . . . . 261
topics covered
System Administrator Training . . . . . . . . . . . . . . . . 261
topology diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
topology, VPN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
traffic calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
traffic calculator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
traffic shaping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
traffic shaping, reduce bottlenecks . . . . . . . . . . . . . . . . . 119
Training Materials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
training program, virtual . . . . . . . . . . . . . . . . . . . . . . . . 259
training, topics covered . . . . . . . . . . . . . . . . . . . . . . . . . 260
Transfer Using Flash feature . . . . . . . . . . . . . . . . . . . . . 213
trunk
access codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Trunk Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
trunk considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 59, 63
trunk digit manipulation, specifying . . . . . . . . . . . . . . . . 87
trunk features, understanding . . . . . . . . . . . . . . . . . . . . . 72
trunk group edit page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Trunk Group edit page, call routing . . . . . . . . . . . . . . . 100
Trunk requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
trunk requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
trunk services, defining . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Trunking Cut-Over . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
trunking, tandem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
trunks
analog wink-start . . . . . . . . . . . . . . . . . . . . . . . . 61, 70
digital loop-start . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
digital wink-start . . . . . . . . . . . . . . . . . . . . . . . . . 61, 70
E1 PRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
PRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
SIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
T1/E1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
trunks, conditions for availability to hunt groups . . . . . . 98
trunks, determining requirements . . . . . . . . . . . . . . . . . . 53
trunks, digital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
trunks, installing before cut-over . . . . . . . . . . . . . . . . . . 253
TSPinstall utility, running . . . . . . . . . . . . . . . . . . . . . . . 278
TspInstall.exe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
tunneling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127, 128
tutorials, interactive . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
tutorials, online self-paced . . . . . . . . . . . . . . . . . . . . . . . 260
U
UDP port 5004 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
unassigned IP Phones, associating with user group . . . . 229
uninterruptable power supply (UPS) . . . . . . . . . . . . . . . 195
unique dialing plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Index
Planning and Installation Guide
unique line identifier, Windows Dialer . . . . . . . . . . . . . 280
United Kingdom, supported features . . . . . . . . . . . . . . . 105
United State, outside of . . . . . . . . . . . . . . . . . . . . . . . . . . 263
unroutable numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Upgrade Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
upgrades, simplifying . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
upgrading software on the headquarters server . . . . . . . 232
UPS, uninterruptable power supply . . . . . . . . . . . . . . . . 192
user license types
Extension and mailbox . . . . . . . . . . . . . . . . . . . . . . 248
Extension-only . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Mailbox-only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
User Licenses, purchasing . . . . . . . . . . . . . . . . . . . . . . . . 249
User Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
User training, completing before cut-over . . . . . . . . . . . 260
using a fax server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
using toolbar shortcuts, training topics covered . . . . . . 261
utilization, hard disk space . . . . . . . . . . . . . . . . . . . . . . . 138
V
variation of latency, jitter . . . . . . . . . . . . . . . . . . . . . . . . 116
velcro strap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Vendor Specific DHCP Option 156 . . . . . . . . . . . . . . . . 229
ventilation requirements . . . . . . . . . . . . . . . . . . . . . . . . . 193
vertical service code dialing . . . . . . . . . . . . . . . . . . . . . . . 86
Vertical Service Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
viewing IP address range for a site . . . . . . . . . . . . . . . . . 227
virtual LANs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Virtual Private Network (VPN) . . . . . . . . . . . . . . . . . . . 127
virtual training program . . . . . . . . . . . . . . . . . . . . . . . . . 259
VLAN Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Voice Communications System Analysis . . . . . . . . . . . . . 17
voice encoding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
G.729a . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Voice encoding scheme . . . . . . . . . . . . . . . . . . . . . . . . . . 109
voice mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
COM port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
message waiting light . . . . . . . . . . . . . . . . . . . . . . . 206
notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
voice mail integration . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
voice mail storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
voice mail systems, multiple . . . . . . . . . . . . . . . . . . . . . . 107
voice mail, AMIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
voice mail, and disk usage . . . . . . . . . . . . . . . . . . . . . . . 138
voice mail, SMDI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Voice Over IP, advantages of . . . . . . . . . . . . . . . . . . . . . 108
voice quality, resultant . . . . . . . . . . . . . . . . . . . . . . . . . . 120
voice switch
installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
voice switch requirements . . . . . . . . . . . . . . . . . . . . . . . 192
VPN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
VPNs
extranets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
intranets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
remote access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
bandwidth requirements . . . . . . . . . . . . . . . . . . . . . 121
connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
connectivity between locations . . . . . . . . . . . . . . . . 121
outages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
WAN bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
WAN links, flooding . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
WANs
ADSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
cable modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
dial-up modems . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
frame relay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
ISDN BRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
WANs, and IDSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
WANs, and leased T1s . . . . . . . . . . . . . . . . . . . . . . . . . . 121
WANs, SDSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
WANsmanaging bandwidth . . . . . . . . . . . . . . . . . . . . . . 118
Web Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
web access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
website address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
wild-card characters, with call permissions . . . . . . . . . . . 97
Windows
servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Windows Control Panel . . . . . . . . . . . . . . . . . . . . . . . . . 278
Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Windows Server 2003 components, installing . . . . 139, 143
Wizard, for client installation . . . . . . . . . . . . . . . . . . . . . 241
workgroup agents, headsets . . . . . . . . . . . . . . . . . . . . . . 102
Workgroup Training . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
agent multiplicity . . . . . . . . . . . . . . . . . . . . . . . . . . 175
call monitor and barge in . . . . . . . . . . . . . . . . . . . . 176
workgroups, empowering . . . . . . . . . . . . . . . . . . . . . . . . 261
W
WAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
ShoreTel 11.1
311
Planning and Installation Guide
312
Index