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ShoreTel Planning and Installation Guide

1. Bandwidth in Kbps per Number of Calls Linear G711 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 Bandwidth with cRTP ShoreTel 11 1 135 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 15 3 136 Bandwidth in Kbps per Number of Calls Linear G711 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 Admissio
2. W amp LCI side e Mailboxes MIN NIN ese 7301 E 6503 7 MIN U 202 I en Legacy voice mail system EH annm ES 503 o mc an Insert digits 4 digits sent Shoreline to legacy system gt mailbox mapping PETS Shoreline Legacy Server 2xx 83 xx 3xx 73xx 5xx B5xx SMDI Link Digit translation table mA Original Replacement Strip digits 2 Server will 3 73 convert to 3 digits 5 65 Figure 15 3 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 th
3. ShoreGear 60 ShoreGear T1 Parameter ShoreGear 40 ShoreGear E1 Dimensions H x W x D 1 72 x 17 16 x 14 28 1 72 x 17 16 x 14 28 43 68 x 435 86 x 362 71 mm 43 68 x 435 86 x 362 71 mm Rack mount units 1RU 1RU Mounting position Front Center Front Center Weight 9 Ibs 8 lbs 4 08 kg 3 62 kg Maximum stacked per shelf 3 switches 3 switches 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 1RU 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 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 Shorelel Chapter 14 Site Requirements and Preparation Planning and Installation Guide 14 3 3 14 3 4 ShoreGear 120 ShoreGear T1 Parameter ShoreGear 60 ShoreGear
4. lusus 211 Digital Loop Start Trunks 0 00000 69 digital trunk tie line integration 202 digital tr ks isc gig pcan e tee ee 99 Digital Wink Start Trunks 0 00 70 Direct Inward Dial DID 0 0 00000 74 Direct Inward Dial call routing 61 Direct Inward Dial trunks o ooccoccoocooo o o 60 Disk Caching enabling ooooocooccooo o oo 248 Distributed Call Control Signaling 119 distributed server maintenance page accessing 142 Distributed ShoreWare Servers 00 0 0000 50 distributed voice mail 0 00000 158 DML o a EE ete 273 DNIS ecd iur des pa bas 74 DTMF signaling 0 0 00 eee eee 105 Dynamic Host Configuration Protocol server DHCP Server 2 Ie sane Be Ning Poe Pes VS 271 E El PREsetvice chee eee dibs reb bte ee Sea 78 ElTPRLtr nks uer ee oes 71 echo cancellatiol sumaria ome RR 120 echo cancellet 232a eene bt oder been 103 echo packets eise Evie p nea ena cada 129 e commerce and security 0 0 0000 129 electrical storm postponing installation 270 electricity safety with lees 269 email for notifying users esses 240 emergency 911 calls exceptions 83 emergency calls planning 00 65 emergency numbers 2 00 00 000 ee eee 266 encryption cies s at cre DRE e
5. User Group External PBX Users Anonymous Telephones Executives Site External PBX Users House Telephones Language IP Telephones Horne Part Staff Voice Mail Notification Ports End Top 924 3 gt 6 SoftSwitch Softswitch z Current Port Softswitch Go Home Jack 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 ShoreTel 11 1 219 Planning and Installation Guide Chapter 15 Legacy Integration Step 8 Click the Save button to store your changes 15 10 4 6 Configuring 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 cli
6. 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 Shorelel Chapter 19 Cut Over Planning and Installation Guide 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
7. O SoftSwitch sorswit Current Port Jack amp e 7 Mailbox on Server Headquart Escalation Profiles and Other Mailbox Options Accept Broadcast Messages o Include in System Dial By Name Directory C Make Number Private Fax Support FaxMachine 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 ShoreTel 11 1 165 Planning and Installation Guide Chapter 12 Planning Applications and Services 166 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 st
8. 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 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 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 per site 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 failove
9. 0 0 0 0002 e eee eee 67 5 3 1 Analog Loop Start Trunks North America 0 0 0 0 000s 68 5 3 2 Analog Loop Start Trunks EMEA 2 0 0 0 naana aaee 69 5 3 3 Digital Loop Start Trunks 2 0 0 0 0 eaan 69 5 3 4 Analog Wink Start Trunks Analog DID 0 0 0 0 cee eee eee ee 70 5 3 5 Digital Wink Start Tr nks oa Aa Aaa glee ates bius 70 53607 BRI Tr nk8 ia a Dee BR A ee NLIS B Tete epos dentis ied 70 534 hIEPRELDLmnkSGZ 25 avast cote RIO estt DE 71 53 8 ETIPRIGEF HKS annt a D a tenet Peg Sole ek eae efl A RO 71 5397 SSIPSETUDES it ciate ebat re rest a mane E ter Ap ent EA RS 72 5 4 Understanding Trunk Features o o oooococccoocorccoa 12 54 1 Caller 1D Numbers taa eterne Ut le p tees re e d edat 73 5952 GallerWID Names emer EE I ER ERAS LE ERROR NL ae s 73 5 4 3 Automatic Number Identification AND ssssseeeeeeee ee 74 SAA Directinward Dial DID sce A Behe dn ad ee hadi eg dane ge eens 74 5 4 5 Dialed Number Identification Service DNIS 0 0 000 eee eee 74 3 46 Outbound Galler ID dee bea A a wee A UR ES 75 DAT Tandem Trunking desidia Penden acd ele ead dew eid Madd id Rd un Eb 75 248 Wer Trinkser ess cide oe eR EE SM ER a eee ES E4S ENR SREY ADU EA 75 5 5 Performing Traffic Calculations 0 0 00 cee eee eee 76 5 6 Ordering Telephone Service 442 22 Kader DA SERRE SER nea ae 76 SOIL Analog Service vto rre Bate ee P reo ee eae ee ae e
10. 202 Input Power ShoreGear voice switch 192 Installation Assembling the Team esses 16 Communication sees 16 Delegation vpisa sce ger e ubl ds 15 Resource planning eese ess 15 Schedule planning 005 15 installation IP phones cs ncinevedieeeais dis 226 installation procedure desktop 240 Installation Readiness Review suse 21 installation duration 0 0 0 0 e cee eee 247 Installing Call Manager on Citrix or WTS 277 installing Microsoft Windows Server 2003 components IDE 143 installing ShoreGear voice switch 149 installing ShoreTel system oooooccoccoccooo o o 15 installing voice mail integration 246 InstallShield Wizard 0 0000000 ee 241 Installtion planning e sesine nep e easiness ad Paes ERR 16 instruction modules 0 0 00000 eee 259 instructor asking questions 0 260 integrated voice mail esses 106 integrated voice network 00000 201 integrating legacy voice mail with SMDI 208 integration plan cece soc pub RE Up EE ue ES 204 integration with data network 107 interactive tutorials 0 0 00 259 interactive web session 0 000000 ee eee 260 internal numbers configuring 81 Internal Only call permissions 0
11. 0 000000000 278 Windows Server 2008 isses ese 141 Windows Server 2003 components installing 139 143 Wizard for client installation 0 241 workgroup agents headsets 0 000 102 Workgroup Training 00 0000 261 Workgroups omnia RR E Odo eU ens 175 agent multiplicity 0 2 0005 175 call monitor and barge in 176 workgroups empowering sese esee 261 311 Planning and Installation Guide Index 312 ShoreTel
12. 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
13. 126 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide IP Address Location nist1 sj glassey com 207 126 98 204 Abovenet San Jose California nist aol ca truetime com 207 200 81 113 TrueTime AOL facility Sunnyvale California nistl 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 high speed 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 Private Network Encryption Authentication a
14. 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 telephones 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 IP Phone Address Help IP Address Map List D records checked Showing 1 of 1 Delete New r Site Low IP Address High IP Address Teleworkers T Headquarters 100 00 100040 No 1998 2004 ShoreTel Inc All rights reserved 3 IP Phone Address Map Info Microsoft Internet Explorer zi nj xj Site Low IP Address Roooco High IP Address fo 0 010 o Emergency Call Back Number CESID eg 1 408 331 3300 Teleworkers Save Close Previous Next 1998 2004 ShoreTel Inc All rights reserved Figure 16 2 IP Address Map List and IP Address Range Edit Pages ShoreTel 11 1 227 Planning and Installation Guide Chapter 16 IP Phone Installation 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 Step 2 Step
15. 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 9 Automated Atterdert Cl Percaral Assistart Figure 4 3 Direct Inward Dial Call Routing 4 6 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 62 Shorelel Chapter 4 Routing Calls Planning and Installation Guide 4 6 1 4 6 2 4 6 3 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 wink start or T1 El 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
16. 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 k
17. Edit IP Phone Address Map Figure 6 2 Site Edit Page Shorelel Chapter 6 Dialing Plan Planning and Installation Guide 6 3 2 2 6 3 2 3 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 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 Loc
18. File Transfer Protocol FTP Service SMTP Service World Wide Web Service including the following Active Server Pages ShoreTel 11 1 139 Planning and Installation Guide Chapter 10 Server Requirements 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 System Restore Automatic Updates General Computer Name Hardware Y
19. List the ciphers that the client is permitted to negotiat 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
20. M Outbound Network Call Routing Access Code IEC Local Area Code 408 Additional Local Area Codes Edit Nearby Area Codes Edit Trunk Services M Local M Long Distance M International M n11 e g 411 611 except 911 which is specified below M911 M Easy Recognizable Codes ERC e g 800 888 900 M Explicit Carrier Selection e g 1010xxx M Operator Assisted e g 04 M Caller ID not blocked by default Trunk Digit Manipulation I Remove leading 1 from 1 10D Hint Required for some long distance service providers I Remove leading 1 for Local Area Codes for all prefixes unless a specific local prefix list is provided below Hint Required for some local service providers with overlay area codes M Dial 7 digits for Local Area Code for all prefixes unless a specific local prefix list is provided below Hint Local prefixes required for some loca service providers with mixed 7D and 1 10D in the same home area Local Prefixes None Y Go to Local Prefixes List Prepend Dial Out Prefix Off System Extensions Edit Translation Table lt Hone gt Figure F 3 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 E
21. Planning and Installation Guide Chapter 12 Planning Applications and Services 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 178 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
22. Public WAN Internet Private Private inna io Figure 9 1 VPN Topology IP VPNs can be provided via hardware or software solutions located at the remote facility branch office or teleworkers 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 ShoreTel 11 1 127 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 10 1 9 10 2 9 10 3 128 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 tw
23. 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 call
24. 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 After Hours Call Routing If you route all calls to the operators 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 operators call handling mode to forward all calls to the auto attendant when the operator is unavailable 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 ShoreTel 11 1 59 Planning and Installation Guide Chapter 4 Routing Calls 4 4 4 4 5 60 Set the call stack size for each of th
25. star codi 6 6 3 Trunk Star Codes 94 Blocking and Caller ID Unblocking Caller ID 4 destination destination qe Hd es EL tar code between 11 and 19 ext 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 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 Shorelel CHAPTER 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
26. 194 Media Encryption 0 000 e eee eee 131 media encryption supported hardware platforms 131 Memorized Phone Number Management 248 MEMORY had owe int ed ieee an dees yea Pee PAYS 233 memory requirements ensuring 232 Message Waiting Indicator 00 207 Microsoft Outlook ooooooooooooo 240 245 Microsoft Transaction Server MTS 142 Miercom testing by 00 0002 eee eee 108 mini stereo input connector 3 5mm 196 197 mission critical resources protection 129 mixed dialing configuring in same area 85 model number ShoreGear switch 191 mod ms gerne hee hh Ree ets 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 eee 204 307 Planning and Installation Guide multi vendor network environment 109 music on hold streaming 0005 196 music on hold source audio input port 151 music on hold testing for cut over 254 mute button and speakerphone 105 ML dialing sitas marrus aani edu sv t def s 86
27. 96 international dialing plan considerations 265 telephones ese potent sade aan ERES 265 international 01x dialing 0 86 international deployment isses 15 International Long Distance call permission 96 international planning 0 00 263 ShoreTel Index Internet information server IIS default web site 142 inter site calling ves heise ias 204 IP address outside of range 0 0 e eee ee 228 IP address assignment 0 00 eee eee eee 122 DHCP iSeries 123 firewalls with NAT 000000002 ee ee 123 TR Address Mapi 2 tuse of Rote Ret en 227 IP address range defining for IP phone 227 IP address static eae e N eee 225 IP networks ready for VoIP 0 000000 108 IP parameters configuring manually for IP phones 271 IP parameters displaying for phone 272 IP phone installation leslie oie Lee MEER DRE 226 IP Phone Cabling cz eat eta 4 EYE ERR 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 2 0 00 00 0005 128 ISDN BRI and WANS 0 0000 eee eens 122 ISDN PRI call routing 0 0 0 0 0 00 eee 64 ISP limitations 41e o
28. 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 users 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 Network Call Routing Checklist 7 3 Define Network Call Routing Once an external telephone number has been collected the switching software checks the number against the users call permissions finds the list of available trunks and then makes a routing decision based on several criteria Shoretel 11 1 95 Planning and Installation Guide Chapter 7 Network Call Routing 7 3 1 Call Permissions Each dialed number is compared against the users 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 Class of Service Help Hi C Delet Edit this rec
29. 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 Shorelel Chapter 3 Planning and System Design Planning and Installation Guide 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 aggrega
30. Index cut over coverage monitoring personnel 005 254 scheduling on site team 0005 254 Cut Over Implementation 254 Cut Over Requirements 0 0 253 Cut Over Worksheet 0 00 00000 ce eee eee 253 cut over to ShoreTel 0000000000008 253 D data network integrating with 107 Data entry fields GONVENUONS conexa ecce a EI S 14 defining 10 digit dialing isses 85 defining admission control 02000 99 defining trunk services 0 0 00 esee 98 delay tag ULNIS DEEP SES 115 delayanthe PSTN ura eevee Mae 116 Delete Voice Mail from Message when Moved 246 demilitarized zone nyesa deara ys TEA ERRORES 129 denial of service attacks 00000 eee eee 129 deployment team Cabling Contractor 00 00 e eee eee 16 Electrical Contractor 00 00 0000 02 sss 16 II Manager oes casts ch aphasia HEMEeSUL Ea 16 project manager ane oa e 16 Service Providers i sese e pe RS 16 ShoreTel 3200 lip be dae Mp MORENO ER 16 System D signer essc s deeds EE RS 16 determining the number of trunks 53 DHCP automatic VLAN assignment 125 option 156 reed Rte EE ten de 123 DHCP configuration for IP phones 123 DHCP on the ShoreWare Server oooooooooooo o o 141 DHCGP S tver Lo cones pa bv Aso EPA 123 DHC
31. Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 fe
32. Step 11 Select 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 287 Planning and Installation Guide Chapter F Session Initiation Protocol 288 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
33. The InstallShield Wizard has successfully installed ShoreTel Communicator Click Finish to exit the wizard Figure 18 9 InstallShield Wizard Installation Completed 244 Shorelel Chapter 18 Desktop Installation Planning and Installation Guide Step 9 When prompted to restart your computer Figure 18 10 click Yes The InstallShield Wizard shuts down your computer and restarts it 7 ShoreTel Communicator Installer Information xj You must restart your system for the configuration changes made to ShoreTel Communicator to take effect Click Yes to restart now or No if you plan to restart later 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 ShoreT
34. 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 F 1 2 2 282 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 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 ban
35. 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 El 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
36. llle 16 CE A a da Be he 141 277 304 Index Citrix application mode 0 0 00 0005 280 CIMTIXSERVEDS Se heh pea Ede Lad eee at 51 Citrix terminal server installing 2 a0 pd edd 4 eb dew sd eee ERR 278 CLASS message waiting 00000000 106 client bandwidth 0 0 0 0 000000000 118 client software install procedure 240 Collaborative Data Objects 0000 000 247 COM port baud rate sm sdr is ta widen skh oe aoe eee bes 209 COMAGUTING coiro ai lio 209 HOW CONMOL scr ia 209 COM port setup SMDI 0000000000 209 command center setting up for cut over 254 communication convergence s sse 259 communications encrypting 0 131 components system 0 0 c eee eee ee 107 conference bridge dialing 181 conference rooms planning for 102 conferencing calls training topics covered 261 configuration switches assigning 226 configuring SMDI parameters 02 0 0 0005 216 Configuring Automatic VLAN Assignment via DHCP 125 Configuring DHCP for IP phones 123 configuring external numbers 00 83 configuring internal numbers 00 81 configuring local area codes 00000005 85 configuring mixed dialing in the same area 85 configuring networking paramete
37. sese esses 127 bandwidth management 0 0000 5 117 client bandwidth 0 0005 118 distributed call control signaling 119 LANS aeter ux Ex enm as RERO VE 117 virtual LANS tgp Rer eere E NEA 118 WANS o Dee eet ORO SR ee i e ER 118 bandwidth requirements for network 109 BHCA call volume visser tac net Seas 46 BHCC call load capacity for switches 46 303 Planning and Installation Guide limits for server tiers 000 0 0 0000 e eee 46 BOOTP Server zc rex PRO Ma ee be aati 123 OOEROM oros db ten na dee E ER ER aes 125 bootROM downloading for phone 271 bottlenecks and traffic shaping 119 broadband DSL connectivity and VPNs 127 bytes per packet union ied cee bd ears toes 113 cable modems 2 our cae Oed te Oo deuten be 122 cabling contractor 5 sees ds eksia tee bdo Haw GR 191 cabling installation sese esses 191 cabling general overview 0 00 00 e eee 197 call centers soho seeded vies cr ke e REEF EE Td 53 Call Detail Records and disk usage 138 Call Handling Delegation isses 170 call handling modes training topics covered 261 Call Manager ou bony teries RP ET eS Reed 177 Call Manager installation differences with TAPI 280 Call Manager starting llle 245 call permissions 0 00 00 ce eee eee eee 156 a
38. 18 2 Recommendations 4 644 524 oes ordi cies VRE HEA Race ee ea hia 239 15 5 Notifying Users via Email 5222s decus a RERRRRRRPSSE ew WEE Se 240 15 4 Installation Procedure visi n ect e rra d 400 ee R ry bos rds 240 18 4 L Silent Client Upgrade misil pio gee Rutan dE P dehet eR Roe PIPER UR 240 18 4 2 Standard Integrated Software Distribution Overview llli ilis 241 18 4 3 Installing the ShoreTel Communicator Software 0 000 0c eee eee eee 241 18 4 4 Configure the TAPI Dialing Parameters 00 000 ee 245 18 4 5 Starting the ShoreTel Communicator Application 0 0 0 0000 e eee eee 245 18 5 Installing Outlook Integration 0 0 0 0 eee eee eee 246 18 5 1 Installing Voice Mail Integration 2 0 0 0 eee cece nee 246 18 5 2 Installing Automatic Call Handling 000 00 246 18 5 3 Memorized Phone Number Management 0 00000 ruere rurnore 248 18 6 Upgrade Procedures 63 6443 ausu d ines AAA AA 248 10 ShoreTel Planning and Installation Guide 18 1 User Licensing oec OE ES een ie iube ne died dios 248 18 7 1 Purchasing User Licenses 1 0 0 rt ina ra a n 249 1820 2 Language Licenses its ie daar etd ee eee epu Viens Hd e Bv re rec voe qv ela 249 18 7 5 License onto aii etus ack XEM RO ente e tipi e 249 18 9 Other Consider atlone ve vec e ep OS EN X Fs ees din RC RR 251 18 81 Windows Accounts and the ShoreTel Communicator 0 0 0 0000 e
39. 20 msecs packet 8 bits byte c Bandwidth bytes 20 msecs x 8 bits byte 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 toll quality 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
40. 90 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 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 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 pla
41. 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 ShoreTel 11 1 279 Planning and Installation Guide Chapter E Shore Ware Clients on Citrix and Windows Terminal Servers ShoreTel Remote TSP x Device 6 Provider ID E SETVET Server p tts Login Password Owned Numbers lf Monitored Numbers lE Provider Status Connection type ShoreTel User Server 0 0 0 0 Login Provider unable to complete server connection RPC server unavailable This may indicate that the xl Refresh Save As Provider Usage Use this service provider enable y Figure E 4 Non functioning Remote TSP for an Application Server E 4 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
42. Detail Records caia pi Mese etidm 138 10 43 Bog Files A ee ee A HESS 139 10 5 Software Requirements opos p AX dale ERROREM Aia a dS 139 10 6 Software Installation lt a RE ERREUR GRA ORM it 139 10 6 1 Installing Microsoft Windows Server 2003 Components esses 139 10 6 2 Configuring DEP Settings Prior to Installing ShoreWare 0 00005 140 10 7 Additional Considerations 0 0 00 eee eee 141 10 7 l Terminal SERVICES A A NER RON DREW ERIS 141 10 7 2 Adobe Acrobat Reader i e san eed pds bre bed rar ede eio ee beatings 141 10 7 3 DHCP on the ShoreWare Server lesen 141 10 74 Server computer Name reporta a ne ee uerba up erc ghe 142 10 7 5 Server IP Address oA vU ER A dese E dde RC EE 142 10 7 6 Internet Information Server IIS Default Web Site less 142 10 7 7 Access to the Distributed Server Maintenance Page 0 00000 ee eee eee ee 142 10 7 8 Network Connection Before Installation 20 0 0 142 10 4 9 Workgroup Mode sss cuu pU EA a Pb Rer ads 142 10 7 10 Microsoft Updates on the Server 2 0 00 eee teens 142 10 7 11 Virus Protection on the Main and Distributed Servers 0 e ese 142 10 8 Installing Microsoft Windows Server 2008 Components 143 10 8 T lt Application Server Role 54 onesie a ae ea Ee Ah ee act 143 108 2 Microsoft Server Features e obe oues ances eave whe wb es FEES RO REP PR en 146 CHAPTER 11 INSTALLING SHORETEL
43. Extension Prefix 7 Digit Trunk Access Codes 1 Digit Trunk Access Codes 2 Digit Trunk Access Codes 3 Digit Figure 6 6 Configuring dialing plan Q Warning This process is irreversible Please enter extension prefix for each site and press OK button to continue or press Cancel button to abort the action Dallas fis Headquarters 818 New York ec 8 Remote Bs San Francisco 313 1998 2005 ShoreTel Inc All rights reserved Ihttp J 10 2 29 27 shorewaredirect 49 Internet A 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 ShoreTel 11 1 91 Planning and Installation Guide Chapter 6 Dialing Plan 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 y
44. Only with joint troubleshooting of the service providers network using tools such as ping plotters has ShoreTel been able to achieve the SLA the service provider promised 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 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 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 ISDN BRI ISDN BRI is not supported at this time Dial Up Modems Because of their inherent latency and low bandwidth dial up modems are not supported 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 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 7 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 s
45. 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 users 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 Receptionists Recep
46. Pacific Time US amp Canada Tijuana Pacific Standard Time NightBell Extension puero Night Bell Switch HO Fuji Edit Night Bell Call Handling Paging Extension pen Paging Switch uo rui y Operator Extension 22115 Gregorio Lavilla Search FAX Redirect Extension 21100 Fax Portl Search Figure 12 5 Configuring Fax Redirect extension for primary fax server port ShoreTel 11 1 167 Planning and Installation Guide 168 Chapter 12 Planning Applications and Services 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 21 Click on the Users link and then the Individual Users link Step 22 Click 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 m EISE ESSE ES ERE SINE modified w General gt Personal Options Distribution Lists gt Workgroups Refresh this page o First Name Geoffrey Last Name eirate Number 251 License Type Extension and Mailbox y Caller ID eg 408 331 3300 I7 DID TH PSTN Failover Honey User Group Executives y Go to this User Group Site Headquarters Language English gt Home Port IP Phones any IP Phone y Ports ruiza 1 v C SoftSwitch Softswitch gt Current Port any IP Phone Go Home Jack Mailbox on Serv
47. Quick Dial importing Outlook contacts 248 QuickStart training 00 eee eee ee 259 R rack installation 0 0 0 0 cee eee eee 191 198 rack overview star identi 198 racks and cabling 2 0 cece eee idr 197 receptionist training 260 receptionists telephony needs 4 102 recommendations for installing server 137 recommendations planning 0 49 recommendations training 00 259 ShoreTel Index reliability and availability ShoreGear voice switch 194 remote administration 00 00 00 eee eee 141 requirements of toll quality voice 108 requirements for cut over 0 00 00000 253 RESETA 2 up voie eS sa ARMS 272 Resource Scheduling and Tracking 19 restart desktop ceis conce tee ee 241 restrictions call permissions 00 96 resultant voice quality liess 120 return call amp x ates EM rasta ter 161 reverse proxy server 0 000 000 eee 273 reverse proxy server implementing 273 RJ 21X cable retainer installation 151 RJ 48G cable codex RR ey See entra ae se 191 routing parameters 0 0 0 eee eee eee 99 routing specify parameters for 00 100 RS 232 link 1L ers yet eA er Mestre 220 REP data enerypting ems ag REX RR RS 131 RTP header
48. 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 servers address must be provided to the phone as a vendor specific 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 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 ha
49. 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 cut over 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 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 Con
50. Step 1 With ShoreWare Director still open click on the Application Servers link Shorelel Chapter 15 Legacy Integration Planning and Installation Guide 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 Application Servers Help modified RISC Feres tri a Name Headquarters Host IP Address TES Ping this Server Site Headquarters SoftSwitch Name sotSwich Voice Mail and Auto Attendent Voice Mail Extension fhos Voice Mail Login Extension faos Auto Attendant Extension hoa Assigned User Group Voice Mail Notification Default Auto Attendant Menu Defaut y Simplified Message Desk Interface Mode ShoreTel Voice Mail Y Trunk Group COM Port 1 10 Message Desk Number 1 999 Number of Digits 2 32 fro Translation Table lt Hone gt I Use for Call Data F Use for MWI Data 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 num
51. 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 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 i
52. To simplify AMIS systems and increase usability ShoreTel 11 1 205 Planning and Installation Guide Chapter 15 Legacy Integration 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 reas
53. Unimodem 5 Service Provider Add Remove Configure 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 4 278 Shorelel Chapter E ShoreWare Clients on Citrix and Windows Terminal Servers Planning and Installation Guide 5 C WINNT System32 cmd exe H gt TspInstall exe i StSe
54. 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 wait time 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 agents 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 Shorelel Chapter 2 System Overview Planning and Installation Guide 2 7 6 2 7 7 2 7 8 2 7 9 When an
55. 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 ShoreTel 11 1 73 Planning and Installation Guide Chapter 5 Trunk Planning and Ordering 5 4 3 5 4 4 5 4 5 74 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 Caller ID Name is delivered for calls that are made to off system extensions but not for outbound calls 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 ANT 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 di
56. 10 Base T and 100 Base T can typically support up to 100 meters ShoreTel 11 1 195 Planning and Installation Guide Chapter 14 Site Requirements and Preparation 14 3 7 3 14 3 7 4 14 3 7 5 14 3 7 6 196 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 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 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 voi
57. 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 ShoreTel 11 1 45 Planning and Installation Guide Chapter 2 System Overview 2 12 0 1 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 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 workg
58. 3 Step 4 Step 5 Step 6 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 If you are setting the IP address range for a site other than shown in the Site field select it from the list Enter the lowest IP address in the Low IP Address field Enter the highest IP address in the High IP Address field If you are setting a range for teleworker IP phones click the Teleworkers check box 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 defau
59. 40 ShoreGear E1 Input voltage 100 240 VAC 100 240 VAC 100 240 VAC 50 60 Hz 50 60 Hz 50 60 Hz Current consumption 110 VAC maximum 2A max 1A max 1A max Number of grounded 110 VAC outlets per 1 1 1 switch Power consumption typical 90W typ 50W typ 50W typ Table 14 4 ShoreGear Voice Switch Power Input Full Width Switches ShoreGear 90 ShoreGear 220T1 ShoreGear 90BRI ShoreGear 220T1A ShoreGear 50 ShoreGear 220E1 Parameter ShoreGear 30 ShoreGear T1k Input voltage 100 240 VAC 100 240 VAC 50 60 Hz 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 Table 14 5 ShoreGear Voice Switch Power Input Half Width Switches 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 SG40 8 SGT1 SG El Power dissipation typical 90 W typ 90 W typ 50 W typ 50 W typ 50 W typ Heat dissipation 215 BTU hour 140 BTU hour 85 BTU hour 61 BTU hour 65 BTU hour Table 14 6 ShoreGear Voice Switch Power and Heat Dissipation Full Width Switches SG 90 SG 90BRI SG 50 SG 220T1 Parameter SG 30 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 ShoreGea
60. 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 4 Fax server 3 Call is redirected to fax Seem redirect extension eE gt m 1 Fax Call 5 DTMF of dialed number invokes Fax Mailbox Figure 12 2 Fax server integration call flow 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 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 Integrati
61. AC surge protector Videla it LIBRES S DIAS 150 accessing voice mail training topics covered 261 account code er oco er EX eT ees 156 collection service 0 0 00 cece eee 155 configurable extensions 0 00000 97 enabling deese eee eee 97 O lt eee E ee coco iet 97 examining outbound calls 00 97 account code collection service call detail tepotts s sn aniani i o 97 account codes States t iter ds te te At hie hna a o las 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 0 00000 es 122 advantages of VoIP 1 2 0 0 eee eee 108 after hours call routing 57 59 61 63 algorithm network call routing 99 allocation blocks of numbers 000005 82 American Society of Composers 00 005 196 AMIS protocol support 00 0 eee ee eee 159 protocol support and voice mail 205 ShoreTel 11 Index protocol Version 00 00000 205 send outbound voice mail 205 Simplification eiae ae ee ew elec ees 205 analog connection speeds modems 103 a
62. 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 Shorelel Chapter 5 Trunk Planning and Ordering Planning and Installation Guide 5 4 6 5 4 7 5 4 8 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 lt DID gt lt DNIS gt lt ANI gt lt DID DNIS gt Outbound Caller ID ShoreTel sends the users 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 availab
63. 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 Shorelel Chapter F Session Initiation Protocol Planning and Installation Guide Mii k Hew Copy Save Delete Reset Bep modified Edit this record Refresh this page Site Headquarters Trunk Group SIP Trunk Group Name sip trunk 1 Switch SIP 1 SIP Trunk Type Dynamic C Use IP Address Number of Trunks 1 120 In Figure F 4 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 11 Click 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 b
64. 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 El 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 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 operators 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 operators 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 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 rout
65. Legacy Integration Checklist ShoreTel 11 1 201 Planning and Installation Guide Chapter 15 Legacy Integration 15 2 15 3 202 Task Description Connection Cable page 221 Administration and Configuration page 222 Trunk Configuration page 222 Table 15 1 Legacy Integration Checklist e 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 v
66. PBX Figure 15 2 below shows the legacy system providing PBX services and the ShoreTel equipment providing voice mail services 15 10 2 5 Details 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 ShoreTel 11 1 207 Planning and Installation Guide Chapter 15 Legacy Integration Legacy PBX Trunk side Analog trunks Mies St Display phone links ShoreTel
67. Requirements 206 E S4 ERG SIR A TUE E AUS RN ES 189 13 6 Virus Protection Desktop Systems llle 189 13 7 VMware Virtual Environment for Main and DVS Servers 189 19 751 METIO uo ih EA DoD Sie e RU em t NOS e d boo e eee us 189 13 7 2 Configuration For Main Server Only sssssseeseee eee 189 CHAPTER 14 SITE REQUIREMENTS AND PREPARATION 191 14L CC O us o Sato AAN AN 191 14 2 Recommendations iaiia o etre ate ERE ERRAT SEO a 191 14 2 1 Switch Models c woebbe d A Neue peg ERN ed 191 14 3 Voice Switch Requirements 20 cee eee teen eee ences 192 143 1 Physical Requirements 6 reciba niae Dea EG bee de deb bel A ER ar ed 192 I4 5 2 Input POWe 6 0248 rede ee WUE S eleme RO UY EX coh RUE MEM ENT ER COR us 192 14 3 3 Power and Heat Dissipation 2 4 6 8 3 ledge Ix e Ape DERE RD E a 193 143 4 Environmental Requirements ace egies wwe eR RR NX bE 193 143 5 Reliability and Availability pet sina sd et sake aed Sie pta died e bed deed PRESS 194 14 3 6 Memory and Processing cape aga be a Mee kde PE ees 194 143 7 Connectors seh ectetuer epo CAM trees e AI a 195 14 4 Racks and Cabling t oido condere cede EU ed M CRAT ER A niea 197 14 4 1 General Cabling Overview llle nen 197 I4 2 Rack Overviews so eh Segre soe tete e ree ed eterna biis 198 CHAPTER 15 LEGACY INTEGRATION 201 DL Checklist a Mes aaa caen He E Die oS SLE LO e 10 201 152 A S ren WE DPA ER e EDT ET EM 2
68. Routing Calls 4 4 58 9 Automated Atterchrt Cl Percaral Assistart Figure 4 1 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 operators 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 Shorelel Chapter 4 Routing Calls Planning and Installation Guide 4 4 1 4 4 2 4 4 3 If the operator does not receive a lot of telephone calls and is require
69. Server M data SMDI Link o coc0090 00 M Call data PBXLink Figure 15 2 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 208 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide 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 configurati
70. Service Call Control UDP 5440 UDP 5441 UDP 5443 Location Service Call Control Bandwidth UDP 5441 UDP 5443 Manager Call Control Bandwidth UDP 5445 UDP 5443 Manager Admission Bandwidth UDP 5445 Control Manager Admission UDP 5446 UDP 5445 Control DRS keepalive Admission Control UDP 5446 DRS keepalive Table 9 3 Port Usage ShoreTel 11 1 111 Planning and Installation Guide Chapter 9 Network Requirements and Preparation Destination Device HQ Director SoftPhone DVM Server Server DVM Media Stream UDP 5004 UDP 5004 UDP 5004 Server RTP RTP RTP if dynamic if dynamic if dynamic 1024 65535 1024 65535 1024 65535 DVM RPC TCP 111 TCP 135 TCP 111 Server Connection RPC Port MS RPC Port RPC Port Mapper Negotiation Mapper Mapper UDP 111 UDP 111 RPC Port Mapper RPC Port TCP 135 Mapper MS RPC Port Mapper DVM Configuration TCP 1024 Server Control 65535 Firmware download DVM Maintenance TCP 1024 Server 65535 RPC Quicklook DVM Distributed TCP 25 TCP 25 Server Voice Mail SMTP Voice SMTP Voice Mail transport Mail transport DVM Voice Mail TCP 25 Server Notification SMTP HQ Call Control TCP 1024 TCP 1024 Call Control Director 65535 65535 TCP 1024 65535 Server RPC NCC Remote MS RPC DTAS UDP 2427 TAPI TMS MGCP TCP 1024 65535 Media proxy MS RPC DB UDP 5440 Notify Location TCP 5441 Service Call data UDP 5441 UDP 5440 Call Control Location Service UDP 5443 UDP 5441 Bandwidth Call Control Ma
71. 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 ShoreTel 11 1 223 Planning and Installation Guide Chapter 15 Legacy Integration 224 Shorelel CHAPTER 6 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 ShoreTe
72. To Telco Telephone Jacks Voice Telephone Switch Cable Patch Patch Patch Telco Cables Runs Panels Cables Panels PEH HE Analog Trunks Patch Cables HH HH Analog Trunk Patch Panels 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 ShoreTel 11 1 197 Planning and Installation Guide Chapter 14 Site Requirements and Preparation 14 4 2 198 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
73. 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 7 248 User Licensing ShoreTel offers three user license types Shorelel Chapter 18 Desktop Installation Planning and Installation Guide 18 7 1 18 7 2 18 7 3 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 Purchasing User Licenses Each user must be configured with one of those three license types A license must be purchased for each use
74. 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 Ordering Service When you order service be sure to do the following ShoreTel 11 1 77 Planning and Installation Guide Chapter 5 Trunk Planning and Ordering Blocked Unblocked 3 4 5 6 7 8 9 10 Yes No 3 4 5 6 7 8 9 10 Figure 5 2 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 El PRI service 78 Shorelel Chapter 5 Trunk Planning and Ordering Planning and Installation Guide 4ESS SESS DMS 100 NI 2 3 4 5 6 1 8 9 lO Yes No 3 4 5 6 T 8 9 10 Figure 5 3 Telephone Server Order Form PRI Trunks ShoreTel 11 1 79 Planning and Installation Guide Chapter 5 Trunk Planning and Ordering 80 Shorelel 6 1 6 2 6 3 6 3 1 CHAPTERO Dialing Plan This chapter provides an overview of the d
75. 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 28 Shorelel Chapter 2 System Overview Planning and Installation Guide 2 7 2 Voice Mail The integrated voice mail application provides automated call answering voice mail recording and message playback Since voice mail is simply a softwa
76. access code the rules for digit collection are relatively straightforward ShoreTel 11 1 81 Planning and Installation Guide 6 3 1 1 6 3 1 2 82 Chapter 6 Dialing Plan 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 ShoreTel Logoff Administrator Administration Users e Trunks e IP Phones e Switches e Gall Control e Voice Mail e Auto Attendant Menus e Workgroups e Schedules e System Directory e Application Servers e Conference Bridges e Sites System Parameters o Dialing Plan o System Extensions o SNMP o BOOTP Server o Other o Licenses Requirements Keys Contact Information o Administrative Permissions a Administrators Roles e Preferences o Maintenance Documentation ShoreWare Director System Parameters Edit Dialing Plan Save Reset Edit this record Refresh this page Number of Extension Digits Dialing Plan Digit ta on on First System Distribution List Last System Distribution List First Menu Number Last Menu Number 4 Increase Extension Length Reservation Operator A Extensions J Extensions El Extensions J Extensions J Extensions J Extensions J Voice Mail Login Feature Activation Wen 5 hem mo 5 D NN Figur
77. 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 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 employees 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 operators 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 operators 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 ShoreTel 11 1 57 Planning and Installation Guide Chapter 4
78. 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 290 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
79. 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 CHAPTER 1 GETTING STARTED Ll Ghecklst 4 asc p ah Mex Rao beg DAE NU asl e esee eee Anes 12 Recommendations va oa cach santo pile Bd an SATIS MSA PEE RR Lh Assembling the Team oet E tae ORE E Ep e eed ad 14 ShoreCare ControlPoHit o vow Rer E T pw ep RP ERR CHAPTER 2 SYSTEM OVERVIEW ZE YChecklisti smy eee o te vaso e et C eius A AGS aus EH uq a ORS 2 2 ShoreTel Distributed IP Voice Architecture 2000s 2 3 Distributed Call Control cce dks hd HEE BS RENS ed RP a 2 3 1 Distrib ted Routing Setvlces oo eon Mew RE he nce iets epe bue xd Ege 2 4 Distributed Applications Platform 0 0 0 eese 24 5 Single System Management tai ows dulbe eee kee Seas x 2 5 1 Multi level Management 2 0 System Relabilibys rio ews aye ak ad rota e abate dept dieses Se quoa di Es 2 6 1 Distributed Switch Control oooooooccocccccoco es 2 6 2 Embedded IP Phone Display 4 co iuesreiase Eb hp UR EUR DARAN 2 6 3 IP Phone Keep Alive ieu RR RREUERLEXA SEDE RE REG OMNIA Sa epus 2 64 IP Phon
80. 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 O O O O o o oO o o o o o Review ShoreTel Web Center to understand the available ShoreTel Support resources 22 ShoreTel CHAPTERZ 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 Q ShoreTel Distributed IP Voice Architecture page 23 CQ Distributed Call Control page 24 A Distributed Applications Platform page 25 Q Single System Management page 25 Q Integrated Applications page 28 Q Desktop Applications page 34 Q Voice Switches page 35 A ShoreTel IP Phones and Devices page 35 Q System Capacity page 41 Table 2 1 System Overview Checklist 2 2 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 v
81. 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
82. 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 re
83. 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 TUD 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 feat
84. 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 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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
85. 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 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 Canada This Class A digital apparatus complies with Canadian ICES 003 Cet appareil num rique de la classe A est conforme a la norme NMB 003 du Canada 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 Shorelel Chapter B Regulatory and Safety Information Planning and Installation Guide B 2 5 B 3 B 3 1 B 3 2 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
86. 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 46 Shorelel Chapter 2 System Overview Planning and Installation Guide 2 12 1 2 12 2 2 12 2 1 2 12 2 2 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 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
87. 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 ShoreTel 11 1 49 Planning and Installation Guide Chapter 3 Planning and System Design 3 3 1 3 3 2 50 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
88. during the ShoreTel Communicator installation It is available through the Help gt Contents and Index command within the ShoreTel Communicator application e Analog Phone Quick Reference which is available in the telephone user interface e 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 e ShoreWare Server Release Notes e 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 password protected 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 e 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 14 Shorelel CHAPTER 1 Getting Started Congratulations on your purchase of the ShoreTel system Highly flexible your new ShoreTel system is also simple to install administer and
89. eae 251 18 8 2 Changing the Server Name ent eee 251 CHAPTER 19 CUT OVER 253 EA Checklist is to Sphere er Yair arpa varia a r eee Ot Aid nd s 253 19 2 Cut Over Require melts i434 uoa ra Vaud oe te dee 56s Ae oan 253 19 2 1 Cut Over Worksheet orci ronte ek eR eu EXT EEREEN eed Sees os 253 193222 NEW Trunk ise obs te ala a dd Rally tae ade d ed late do bbs bee ae 253 19 23 Cut Over Coverages a5 u8 oes iad pus Pod NS AID bed eae ue oo eme PER eRe 254 19 3 Cut Over Implementation 4 4 54 xod kr RE e Se Nee enw baw ees Ak 254 19 3 1 Basie GuteOver Checklist osuere bot gated aided ble QE E CANIS RE 254 19 3 2 Trunking Cut Oyers vi oats ete braless SI Abe es ba ees bh hie ESI S eee chs 254 19 3 3 Cut Over of Remaining DeviceS oooocoooococorr e 255 19 334 Cut OVer COVErage s eos egest t ie pe eh Poised eee as Se re c ee EO 255 194 Cut Over Worksheet 4529 4a 64 9 eee b ek a ee ERE RR OR 256 CHAPTER 20 TRAINING 259 2D E Checklist se scare s enm e eee EIC ES OS 259 20 2 Recommendations xo p ds nse oe Ck Be CAPE AR ERAS ARS AAS 259 203 Training Materials bse tay ph tees wae lee ik ota hte oe Dv Ven oe 260 20 4 End User Training 42359 A ee Re RR Aa oce ica a 260 20 5 Operator Training cou oae vod Poen roe e Ro Re UR RUNE SUR Ten e CR Rcge 260 20 6 Wofketoup Training 62 vx ox eee e na e o Fa d oM AA Dita 261 20 7 System Administrator Training esusu reune euere 261 APPENDIX A INTERNATIONAL PLANNIN
90. 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 ShoreTel 11 1 51 Planning and Installation Guide 52 Step 6 Step 7 Chapter 3 Planning and System Design 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 fo
91. 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 ShoreTel 11 1 209 Planning and Installation Guide Chapter 15 Legacy Integration 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 wi
92. 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 ShoreTel 11 1 173 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 11 Pickup Groups 174 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 w
93. 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 184 Shorelel Chapter 13 Desktop Requirements Planning and Installation Guide 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 WTS Version Max Max RAM Minimum Processor Number of Presence Call Memory 2 Users Load 1 required per supported client within per WTS the WTS 50 2400BHCC 100 MB W2008 32b SP2 Enterprise Single DualCore E5410 2 33 GHZ 16 GB RAM Single QuadCore E5410 02 33 GHZ 32 GB RAM W2008 64b SP2 Non R2 Standard Enterprise 100 5000BHCC 200MB 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 Micros
94. 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 ShoreTel 11 1 241 Planning and Installation Guide Chapter 18 Desktop Installation Nicholas Day Welcome to the ShoreTel System Your new extension is 2100 This e mail provides you the necessary information to install the ShoreTel Communicator Software on your Windows personal computer This software provides easy point and click access to the features of the ShoreTel System for managing your calls visually accessing your voice mail and dialing from the system directory or from your personal contacts TO INSTALL THE SHORETEL Communicator SOFTWARE 1 Click on this URL or paste it into your browser http headquarters shorewaredirector clientinstal 2 Your browser will open to a web page with an introduction to the features of the ShoreTel System and a button for installing the ShoreTel Call Manager software 3 Close applications other than the browser and then click on the button to install the software After being downloaded the install program will start automatically Follow the install prompts to complete the install 4 When prompted restart your computer to complete the installation of the software RUNNING THE GETTING STARTED WIZARD After soft
95. 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 188 Shorelel Chapter 13 Desktop Requirements Planning and Installation Guide 13 4 4 13 5 13 6 13 7 13 7 1 13 7 2 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 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 re
96. 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 ShoreTel 11 1 29 Planning and Installation Guide Chapter 2 System Overview 2 7 4 2 7 5 30 Each automated attendant AA menu supports up to four different modes On Hours Off Hours 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 Off Hours 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
97. 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 1 301 Planning and Installation Guide 302 Physical Extension A common internal extension with an assigned physical port and telephone 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
98. 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 ShoreTel 11 1 175 Planning and Installation Guide Chapter 12 Planning Applications and Services 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
99. 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 ShoreTel 11 1 147 Planning and Installation Guide Chapter 10 Server Requirements 148 Shorelel CHAPTER 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
100. 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 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 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 users personal options Unified Messaging also allows users to take advantage of the calendar based call handling feature which lets employees customize how calls are routed when they are not available Shorelel Chapter 2 System Overview Planning and Installation Guide 2 8 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 Solutio
101. 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 El 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 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 Shorelel Chapter 14 Site Requirements and Preparation Vertical Cable Patch Panel Management Horizontal Cable Management ey I Telephone Jacks i Figure 14 2 Rack Installation ShoreTel 11 1 Planning and Installation Guide Digital Trunks To Telco Analog Trunk 199 Planning and Installation Guide Chapter 14 Site Requirements and Preparation 200 Shorelel CHAPTER Legacy Integration ShoreTel provides a migration solution from a legacy TDM
102. 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 Shorelel Chapter 17 Server Installation Planning and Installation Guide 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 S
103. 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 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 phones 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 ShorePhone AP100 The ShorePhone AP100 telephone provides a cost effective analog solution for business desktops ShoreTel 11 1 35 Planning and Installation Guide Chapter 2 System Overview 2 11 2 2 11 3 2 11 4 36 Key features include Large display for caller name number and directory access High quality speaker telephone Me
104. 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 computers 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 wh
105. 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 o
106. systems multiple 107 voice mail AMIS o oo 0 0 00 c cee ees 205 voice mail and disk usage 0 000005 138 voice mail SMDI 0 0 00 cee eee eee 206 Voice Over IP advantages of 0 04 108 voice quality resultant 0 000000 120 voice switch installation 00 0 2 eee ee 149 voice switch requirements 00000 192 MIRNA eshte A EN CER 114 VPNs Extranets o ae ho LAS dad 127 intranets 5 vu uses eg a d 127 remote access 127 ShoreTel 11 1 Planning and Installation Guide bandwidth requirements 121 Connections pa ado C YwOES 50 connectivity between locations 121 O utdgeS pad rd eR Mer pe UE 158 WAN bandwidth 00 0 0c eee eee eee 114 WAN links flooding 0 0000 c eee 109 WANs ADSE tt a ote m en E Aq 122 cable modems 0 00 c eee ie 122 dial up modems 0 000000 e eee 122 frame Telay iiic nee Ga eere 122 ISDO BRE mae ursi au Eme uda 122 WANs andIDSL eseeeee eee 122 WANs and leased Tls 000 0000 cee 121 WANS SDSL chit dda ei kee eSI I 122 WANsmanaging bandwidth 118 Web Access it daca ecu eee a S 170 WeD ACCESS 4 conso sva pace 273 website address et iaca r ee a cece eee eee 150 wild card characters with call permissions 97 Windows SAVIA SS Sun 51 Windows Control Panel
107. techniques need to be deployed to ensure that real time voice data is not affected by bursts or high amounts of data traffic 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 users 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 ShoreTel 11 1 117 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 4 6 2 9 4 6 3 9 4 6 4 118 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 cus
108. that the following modules are enabled uncommented LoadModule proxy module modules mod proxy so LoadModule proxy http module modules mod proxy http so LoadModule rewrite module modules mod rewrite so LoadModule ssl module modules mod ssl so Step 3 Edit conf extra httpd vhosts conf Use name based virtual hosting NameVirtualHost 5500 lt VirtualHost 5500 gt 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 ShoreTel 11 1 295 Planning and Installation Guide Chapter G Installing and Configuring Reverse Proxy Servers for ShoreTel 296 t Enable Disable SSL AND PROXYING OF SSL for this virtual host SSLEngine on SSLProxyEngine on SSL Cipher Suite
109. 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 1 Barge In and Silent Monitor Telephony COS Configuration 176 Each telephony class of service COS permissions has several additional check boxes and radio buttons in ShoreWare Director to configure
110. 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 WITS 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 ShoreTel 11 1 277 Planning and Installation Guide Chapter E Shore Ware Clients on Citrix and Windows Terminal Servers 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 gt Advanced tab as shown in Figure E 1 Phone And Modem Option 2 x Dialing Rules Modems Advanced Providers Microsoft H 323 TAPI Service Provider Microsoft Multicast Conference TAPI Service Provider NDIS Proxy TAPI Service Provider ShoreTel Remote TAPI Service Provider TAPI Kemel Mode Service Provider
111. 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 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 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 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 a
112. 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 214 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide PBX link 15 10 4 1 Creating 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 th
113. the network due to the installer also being copied Voice Mail Each users 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 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 days Storage Month Storage 3 Months 100 2 000 3 MB 9 MB Table 10 4 Call Detail Records Shorelel Chapter 10 Server Requirements Planning and Installation Guide Calls Day Calls Month 20 days Storage Month Storage 3 Months 1 000 20 000 30 MB 90 MB 10
114. 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 Trunk Digit Manipulation T Remove leading 1 from 1 10D Hint Required for some long distance service providers Remove leading 1 for Local Area Codes for all prefixes unless a specific local prefix list is provided below Hint Required for some local service providers with overlay area codes IV Dial 7 digits for Local Area Code for all prefixes unless a specific local prefix list is provided below Hint Local prefixes required for some local service providers with mixed 7D and 1 10D in the same home area Local Prefixes None Go to Local Prefixes List Prepend this Dial Out Prefix Off System Extensions E dit 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 AT amp T typically only 1 10D providers that only accept numbers dialed as 10 digits supports 10 digit dialing Remove leading 1 for This option is required by some local service p
115. 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 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide 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 Stepe Inthe 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 Shore Ware 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 Sh
116. welcome message similar to the following This is lt your_name gt from lt company_ name gt Welcome to your new revolutionary IP based 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 ShoreTel 11 1 255 Planning and Installation Guide Chapter 19 Cut Over 19 4 Cut Over Worksheet Extension DID ShoreGear Port Patch Panel Station Cable 256 Shorelel Chapter 19 Cut Over Planning and Installation Guide Name Extension DID ShoreGear Port Patch Panel IDF Station Cable ShoreTel 11 1 257 Planning and Installation Guide Chapter 19 Cut Over 258 Shorelel 20 1 20 2 CHAPTERZ 0 Training ShoreCare QuickStart is a virtual training program that is revolutionizing the way people learn to
117. 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 spec
118. 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 Shorelel Chapter 2 System Overview Planning and Installation Guide 2 4 2 5 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 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 locati
119. 0 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 ShoreTel 11 1 239 Planning and Installation Guide Chapter 18 Desktop Installation 18 3 18 4 18 4 1 240 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
120. 0 0 0 e eee ee eee 103 IP network quality 103 fax server integration lesse 164 fax server integration configuring 164 Fax Server Requirements 0 0 163 fax sery et USING dica eee ed Seam anai as 163 Find Me call handling 0004 160 firewalls 129 273 firewalls and corporate networks 129 firewalls and VoIP traffic o oooooooooooo 130 firmware phone download 004 271 flash button sosesc csu cansan ei Rr Rea 105 forward proxy server lisse eee 275 four seconds password entry 2 wacis cede ene REA MR ed 271 fragmentation on hard disk 00 232 frame telay A Ea As 114 frame relay and WANS 0000 e eens 122 France supported features esses 105 front end web servers 000 000 eee eee eee 129 EEtDSCEVEES as ynia Cu Pope ls pepe hae a i ae tere ees 126 G NR ERR PETRO 103 110 GALA td show pee P RUDI UR ERN EE ERE 110 G 729a voice encoding 04 133 135 BALE WAYS vols cae Sadana ca dace EU ER VEO RE Ele 129 geographic region dialing plan 84 German language license sess esse 249 Germany supported features esses 105 global voice network 0 0 0 0 eee eee eee 266 GME Offset 2e ERE RR ERG E EE eee 229 going live with the system 00000 16 H hard disk space utilization 0005 138 h
121. 0 Funneling clap roo dle Pash Roe Phd eds bata oe ead 128 9 0 2 Encryption Loo ise er ia RARE eb ee kac d i RE rS S 128 9 10 3 Perlormance rem rec eec queer un eam PIE By Be SA WEE Rd 128 9 10 4 Integrated Security Appliances 20 0 0 eee eh 129 9T EHEOWAILIS ot 5 5 viv RE V Dee oa Say Ae IUS EA EG SESE ey Spice ed 129 9 12 Media ENCO PUN sd ey x ttem PERS A PEE Sd 131 OAD Details o APO ist beg e Scola M at caer d tur M Miele as 131 9 12 2 Supported Platformi z a eoe em Eo ALR pla 131 9 13 Session Initiation Protocol SIP 0 cece tee eee 132 9 14 Example Network Topologies 0 0 e eee eee ee 132 9 14 1 Single Site Implementation v ccir ogi y 0 0 eect eee eee 132 9 14 2 Multisite Implementation 0 0 0 0 eect teens 132 9 15 Computing Admission Control Bandwidth oo oooomooo 133 9 15 1 WAN Bandwidth per Call Full Duplex Without cRTP 1 0 0 00 0 00000 134 9 15 2 WAN Bandwidth per Call Full Duplex with cRTP 0 2 2 eee eee 135 9 15 3 Setting Admission Gontrol i ise bis eee hea tee MEd oe eee a 136 CHAPTER 10 SERVER REQUIREMENTS 137 POUL Checklist can eere SA ee EAS pod A AE 137 10 2 Recommendations vit ts 844 AR A ERA RA BAIR E 137 10 3 Hardware Requirements AA SSeS Be BER RES 138 10 4 Hard Disk Space Utilization eee tee tees 138 104 1 Voree Mall cue soo eate a ay Mtr etica eal Nose Pee at date 138 10 4 2 Gall
122. 00 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 ShoreTel 11 1 41 Planning and Installation Guide Chapter 2 System Overview 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 Exact number varies by configuration 500 system 100 server 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 5 000 calling 5 000 Busy Hour Call Completion 50 000 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 20 Servers Media streams G 711 per 254 Simultaneous v
123. 000 200 000 300 MB 900 MB 50 000 100 0000 1 500 MB 4 500 MB Table 10 4 Call Detail Records a 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
124. 02 15 3 Coordinated Dialing ua oy olei edes A A a Raw Vw d ed 202 15 4 Trunk Requirements 24s AFER EG SARE AGRI RGR e 203 15 5 Coordinated Dialing Platine ur eee via area req CR ROCA OI Ped 203 15 6 PS EN Services o pt etude eon bee eR M SN eor eoe nta 204 15 7 Multi Site Integration 02 20 cas seme hy xn Doe de paye ALS Ea eta Rs 204 15 8 Single Site Integration E ee koe Ea Od e e PR CR eee 204 15 9 Consolidated Long Distance s a RS hoy Ph y sape Yee a 205 15 10 Voice Mail Integration 2a daccac vade saos ete eode ed e ea IE bak Dra 205 15 10 1 AMIS Protocol Support a 0 44 25 ey CELA REND a apu 205 15 10 2 SMDI_ Protocol Support rival at rd lp ada 206 15 10 3 Configuring Legacy Voice Mail Integration Using SMDT oooocccoccocco oc 208 ShoreTel 11 1 9 Planning and Installation Guide 15 10 4 Configuring ShoreTel Voice Mail Integration Using SMDI 0 214 15 11 System Requirements 24e ce abl RI EE ERR es 221 15 12 Connection Cable i oaa serEc RESTE dada ds 221 15 12 1 Special Considerations Nortel PBX llleeeeeeee ee 221 15 12 2 Special Considerations Avaya Lucent PBX 00 0 221 15 13 Administration and Configuration llle eese 222 15 13 1 Tie Trunk Configuration o o ooooocoor e RAS 222 15 13 2 Services Summary 2 oda eh bebe ds ld eee ENT FA awe de wad ews 222 15 14 Trunk Configuration lt p esichadiri atasca aa 222 CHAPTER 16 IP PHONE INSTALLATION 225
125. 100 oras x Trunks lm x trunks x trunks E PSTN Users PC UsersPC x PSTN C9 PSTN Campus With Fiber Branch Office with XDSL Remote Office with Frame Figure 9 4 MultiSite Options 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 ShoreTel
126. 11 1 133 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 15 1 WAN Bandwidth per Call Full Duplex Without cRTP 134 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 G711 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 14
127. 11 1 55 Planning and Installation Guide Chapter 4 Routing Calls 4 2 4 3 56 Consider the inter site call flow such as your operators or receptionists 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 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 ne
128. 24 chiecsu riores lados eee esacixs 285 F 2 1 Configuring the ShoreTel System via Director naana 0 00 e eee eee eee 285 F22 Configure the SIP Device iii ERR ERE HEAT ARN UR RI e ab h 291 APPENDIX G INSTALLING AND CONFIGURING REVERSE PROXY SERVERS FOR SHORETEL COMMUNICATOR FOR IPHONE 293 Gl Reverse Proxy Settings sos ssd saw ua Ea dme d eS RES AA 295 G 2 Example Reverse Proxy Configuration for Apache 2 2 295 Glossary 299 INDEX 303 12 GShorelel 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 1 lectively 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
129. 2O0verhead 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 STO200 on the ShoreCare website for details on setting up Paging Groups and for details on
130. 3 Trunk Availability iia 2 pk I ER RARE RGGRURSEGA RA BEE REE eae BET RIA 98 ShoreTel 11 1 5 Planning and Installation Guide 7 3 4 Specifying Parameters for the Routing Decision CHAPTER 8 TELEPHONE PLANNING AND ORDERING 8 1 C lero 4 34 2 evr deine eee Se oak A B2 Recommendations veces es ER bc 45S es oe SSeS 8 3 Application Considerations 00 ee ee eee 8 3 1 General Users slo obey a CLES E Edu dura 8 3 20 Workgroup Agents and Supervisors 0 0 00 eee e eee 5 3 39 Operators s ciue bees Ped pee e OETERC EUER A RR ra ads 8 944 jR ceplionistszis sve ew ERE REATUS Eee SEES Re d eee Erde 8 3 5 Conference RoomsS 0 0 e 8 3 6 LobbyPhones sese 853 7 Multi line Phones 0 0 0 0 eA 8 3 8 Teleworkers o 8 4 Fax Machines and Modems 000 0 eee eeues 8 4 1 Fax Machines 842 Modems bis epe babe habe eted IIT PTC UE E e PES 8 5 ShorePhone Telephones 2 0 0 0 e eee ee eee 85 1 ShorePhone APIOO ooo 8 5 2 ShorePhone IP Phones o o oooooooooor eee 8 6 Analog Phone Requirements o o ooocooocoooooooo o CHAPTER 9 NETWORK REQUIREMENTS AND PREPARATION Ol Checklist oes REA Sx xr eH CLOGS dep Pede PS CESS 9 2 OVEIVIEW GE VR E E RERRRASWAEER EIU SR MK RAE RM 9 3 Advantages of Voice Over IP seen 9 4 Understanding the Requirements for Toll Quality Voice 9 4 1 Network Requirements sese re 9 4 2 Bandwidth
131. 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 h
132. 4 Site Requirements and Preparation Planning and Installation Guide 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 ShoreGear Voice Switches R Redundant Ethernet Digital m Ethernet Switches Trunks Switches
133. 45 884 442 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 Bandwidth Without cRTP Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide Bandwidth in Kbps per Number of Calls Linear G 711 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 cRIP 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
134. 77 12 14 Enterprise Telephony Features nannan e ee eee eee eee 178 12 14 1 Music om Hold ao ec e Tbe HER an do Vas pde eset debe o eo ore 178 12 14 2 Overhead Paging ereo rapae REOR xU dete a eee bore cue PM RU dus dee Rob atit 179 12 1 5 Paging Groups i see oe oreet o Dci volet etel ae aere debeo doa inedita det 179 12 144 Night Bell ur eh edere dias Rea ab 179 12 14 5 Intercom utu greek cene bok le n rue geen gnare dg crede dS e RD eret Gear 179 12 14 6 Call Recording rm e e ore Rire s Kette e de e e te 180 12 14 7 Make Me Conferencing ici cs Deed De ed add 181 GShorelel Planning and Installation Guide 12 15 ShoreGear Converged Conference Bridge 0 00002 e eee eee 181 12 15 1 Dialing the Conference Bridge reor orra e E tte teens 181 12 16 ShoreTel Contact Center Solution 0 0 00 eee eee 182 CHAPTER 13 DESKTOP REQUIREMENTS 183 ISE Checklist 24 cose Es AA 183 13 2 Recommendations veu op a epe x Pe ES SON o Kg Gee d 183 13 3 Hardware Requirements 40 rer E he RR RUE RR E eR RR RARUS UR 184 13 4 Software Requirements at PREX de ee eee 185 15 49 L Operating Systems ose e eke ne Ab tie ed eorr te E Ie ne atte apes Maple Mar uses tote stab ay wed 185 13 4 2 Internet Browsers uec ue eed epe eck VIR e eee e Me te De eT c Re a pe e e 186 13 4 3 Microsoft Outlook Integration rensar rasy enr e 186 13 4 4 Microsoft Updates on the Server 0 cette tenes 189 13 5 Network
135. A ae E E EE ie S 2 10 Voice Switches 5 soo eae A EO ORES AREASASqQES A E ARE ShoreTel 11 1 13 15 15 15 16 16 Planning and Installation Guide 2 11 ShoreTel IP Phones and Devices 2 11 1 ShorePhone AP100 0 00 00 ee 2 11 2 ShorePhone IP110 0 0000000000 ee 2 11 3 ShorePhone IP115 0 0 000000 ccc eee 2 11 4 ShorePhone IP212k 0 0 200 0000 ccc eee 2 11 5 ShorePhone IP230 0 0 00000 2 11 6 ShorePhone IP265 llle 2 11 7 ShorePhone IP560 oo 2 11 8 ShorePhone IP560g 0ooooocccococoo 2 11 9 ShorePhone IP565g 0 0 0 eee 2 11 10 ShorePhone IP655 0 0 0 0 ee eee 2 11 11 ShorePhone BB24 0 0 0 000 000 ccc eee 2 12 System Capacity isaac RARA DA 2 12 1 Extension Monitoring Limitations 2 12 2 ShoreGear Voice Switch Feature Capacity CHAPTER 3 PLANNING AND SYSTEM DESIGN Jl Checklist 4h oc eER AW SO RR d ROGO Se seRa A A 3 2 Recommendations os assa E RERRERRS S ES 3 3 Determine System Topology 04 3 3 4 Sitesand Users sui kuis iiaae de ae d sees 3 3 2 Headquarters and Distributed ShoreWare Servers 3 3 3 Citrix and Windows Terminal Server 4 3 3 4 Teleworker Sites 0 0 eese 3 35 Telephone Requirements 00 0 0 eese 3 3 6 Trunk Requirements 00 00 00 ees 3 4 Determine Number of ShoreGear Voice Switches 3 4 1 WAN Connect
136. ARNING This program is protected by copyright law and international treaties Version 17 6 8505 0 E Figure 18 4 Welcome from InstallShield Wizard for ShoreTel Communicator ShoreTel Communicator InstallShield Wizard License Agreement Please read the following license agreement carefully ShoreWare TM End User License Agreement This End User License Agreement the Agreement is a legal Agreement between you either an individual or an entity and ShoreTel Inc the Company regarding the use of The Company s software which may include user documentation provided in online or electronic form the Software By installing copying or otherwise using the Software product described in the cover sheet you agree to be bound by the terms of this Agreement If you do not agree to the terms of this amp greement promptly retum all CDs packages and accompanying items including printed materials and binders or other containers to the place you obtained them for a full refund Grant of License This Agreement permits you to use the software products you acquired for zl internal niimoses onli The Snfhaare is in rise on a commuter when itis Inaded into the eI accept the terms in the license agreement Ido not accept the terms in the license agreement Installshield lt Back Cancel Figure 18 5 ShoreWare Software License Agreement horeTel Communicator InstallShield Wizard Destinati
137. 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 amp TTE 99 5 EC Table 11 5 ST 120 24 ST 90 ST 60 12 ST 50 ST 40 8 ST 30Voice Switch Physical Specifications 152 Shorelel Chapter 11 Installing ShoreTel Voice Switches Planning and Installation Guide Parameter 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 amp 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 Tik Voice Switch Physical Specifications 11 6 5 General Sp
138. CP 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 ShoreTel 11 1 129 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 130 POINT OF ENTRY DMZ SMALL OFFICE HOME OFFICE Firewall TELECOMMUTER AUTHENTICATION INTERNAL ROUTER Figure 9 2 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 i
139. D 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 users extension to users 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 ShoreTel 11 1 161 Planning and Installation Guide Chapter 12 Planning Applications and Services Planning Fax Service Single Company Individual User Fax Number Fax Service Do voice calls go to an Do users have an individual auto att
140. 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 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 answe
141. G AND INSTALLATION 263 Al Software and Feature Support 0 cece cee cee eee ee nooo 263 A27 Langage Packs da e eo La e o RR RORIS e dg 263 A 3 Analog Telephones Tones Cadences and Impedances 265 A 4 Dialing Plan Considerations ice dar Y e w rd 265 A4 1 Single Extension Plan ni E a ee qu ure d pere RED Mey adi 266 AAD Trunk Access COd6S on inet eer eq Eb e Er PERRA q 266 AAS Operator Digiti o Les salad ee RUE en Oy RT ast VIR ML M PU et ge IHR 266 ARA Emergency Numbers eee aa ea ta naa ae aa E A a adaa Ea a arae ate caa 266 AA DID Numberse unes ot eee e TREE ANE AE deg la va NE 266 APPENDIX B REGULATORY AND SAFETY INFORMATION 267 BL Agency Approvals wnt wat vom wu UE Saws ted eee Tan cate Ha e E 267 B 2 EMC Compliance Statements SG 8 12 24 and Tl o ooo o 268 B2 L United States ssi cee cc den ives RICE I NE CES ise aces Paci ahd RN bad oh 268 B 2 2 Europea Ud ete eves os bees benda a eased A ban 268 BZ Canada se A REL ee EUN B bei C eda EA RR ee ne d oe heen 268 B 2 4 Resttict d Access Locations uu cor RYE YR EE OR A EE XE ees 268 B 2 5 WEEE Information eriei E REENE RRPIDUA HS UERIUNSEE PEE 269 ShoreTel 11 1 11 Planning and Installation Guide BS Salety rra a4 ese sas Se GRAN eke eats ade dq ees 269 B 3 1 Important Safety Instructions eres 269 B 3 2 Electrical Safety iii eei e dte dee sneak Mined ede dane 269 APPENDIX C IP PHONE CONFIGURATI
142. IL DHCP files Switch Boot Server TCP 20 TCP 20 FTP DATA Boot FTP DATA files Switch Boot Switch Maintenance UDP 162 SNMP TRAP IP Phone Call Control UDP2727 UDP 5554 MGCP BB to Phone IP Phone Media Stream UDP 5004 UDP 5004 UDP 5004 UDP 5004 RTP RTP RTP RTP if dynamic if dynamic if dynamic if dynamic 1024 65535 1024 65535 1024 65535 1024 65535 IPPhone Configuration TCP 21 TCP2 UDP 67 Control FTP CTL Config FTP CTL Config DHCP TCP 20 TCP 20 Server FTP DATA FTP DATA UDP 123 Config Config SNTP ICMP PING ICMP PING UDP 5004 RTP if dynamic 1024 65535 Desktop Call Control TCP 1024 65535 TCP 1024 65535 MS RPC Remote MS RPC Remote TAPI TAPI Desktop Configuration TCP 5440 TCP 80 HTTP Control CSIS Web client Online help TCP 5440 CSIS Desktop RPC TCP 135 MS RPC TCP 135 MS RPC Connection Port Mapper Port Mapper Negotiation SoftPhone Call Control UDP 2727 MGCP SoftPhone Media Stream UDP 5004 UDP 5004 UDP 5004 UDP 5004 UDP 5004 RTP RTP RTP RTP RTP if dynamic if dynamic if dynamic if dynamic 1024 if dynamic 1024 1024 65535 1024 65535 1024 65535 65535 65535 SoftPhone Configuration TCP 80 Control HTTP DVM Call Control TCP 1024 TCP 1024 TCP 1024 65535 TCP 1024 65535 Server 65535 65535 MS RPC DTAS MS RPC DTAS RPC NCC Remote TMS TMS UDP 2427 TAPI TCP 5441 TCP 1024 65535 MGCP Call data MS RPC DB Media proxy UDP 5440 access UDP 5440 Location Service TCP 5441 Location UDP 5441 Call data
143. 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 ShoreTel 11 1 101 Planning and Installation Guide Chapter 8 Telephone Planning and Ordering 8 3 2 8 3 3 8 3 4 8 3 5 8 3 6 102 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 Operators
144. Intercom Paging Barge In Call Recording and Silent Monitor Allow initiation for Intercom Paging lf 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 cal
145. National Long Distance call permission 96 NetScreen a v us uode tos hoa b o p ead See E 129 Network Address Translation 130 network call routing 00000000000 95 network call routing algorithm 99 Network Call Routing page 00 0000 100 network infrastructure ShoreTel deployment 108 network outages eee 117 network performance ssseseeeeee ee eee 108 network performance maximizing 233 network requirements 0 0 0 0 000 eee eee 189 bandwidth casitas 117 Jitte ker Sas Seen ache E Se SaaS 117 latency i sodio RERO REPRE NU eee eas 117 packet loss uto Sars eR Ev RE deme 117 network requirements for fax 0005 163 Network Topologies examples 5 132 network topology determining 49 might bell 1 o bbe waded Tee Steed Ghd ed ti 197 Nortel PBX acai daar a cise eae acing 221 notification via email llle 240 NTES partiti M sario Reuu sis dal canet dos 231 online COUIS S 4 sed a it ee 259 online documentation 00 0000 ee ee eee 141 operating humidity 0 0000000005 151 operating temperature ussar orrua nrun 151 operating call directing eese 58 Operator Assisted calls 0 0 0 0 cee eee ee 96 operator call routing 0 0 60 Operator digit essing ea de ea REIR d 266 Operator
146. No No Yes Yes Yes Yes Direct Inward Dial DID No No No Yes Yes Yes Yes Yes Yes Dialed Number No No No Yes Yes Yes Yes Yes Yes Identification Service DNIS Outbound Caller ID Blocked Yes Yes Yes N A Yes Yes Yes Yes Yes CO CO CO CO Caller ID Unblocked Yes Yes Yes N A Yes Yes Yes Yes Yes CO CO CO CO e Caller ID Blocking Override Yes No Yes N A No Yes No No No 67 82 Table 5 3 Trunk Features a Via Automatic Number Identification ANI Shorelel Chapter 5 Trunk Planning and Ordering Planning and Installation Guide 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
147. ON 271 C 1 Manually Configuring ShorePhones 0 00 00 c eee eee eee 271 C 2 Displaying ShorePhone Settings 0 0 00 e eee eee eee 272 C 2 1 Resetting a ShorePhone 00 0 eect a a a 272 APPENDIX D ENABLING INTERNET ACCESS TO SHORETEL COMMUNICATOR FOR WEB 273 DL Overview c m ew boss ae ce Be ew Sees ERE ERS bw E RUE GRO e M 273 Ii REQUIFCIEM S ADA dA dw Ses 213 D 3 Installation and Configuration 213 ps Ex mple oia os ds ice duda 274 D 3 2 Example 2 orice iaieiiea a ds a ech ii 274 D 3 3 About the httpd conf file 0 teeta 275 APPENDIX E SHOREWARE CLIENTS ON CITRIX AND WINDOWS TERMINAL SERVERS 277 pb OVERVIEW IRA Maud RE aee oe SR SN aL RS dpa det dd s eau was 277 E 2 Citrix XenApp Environment Best Practices 0 0000 eee oo 277 E 3 Installing ShoreTel Communicator on WTS or CitriX o oooooo 277 E3 1 Initial Installation all platforms and Upgrades 32 bit 0000 277 E 2 Upgrading ShoreTel Communicator on 64 bit Platforms 0 279 E 4 Citrix Application Mode 4146254524 Ead He eH HS 6H S54 Gad ew pews aes 280 E 5 Configuring Other TAPI Applications 0 000000 0006 280 APPENDIX F SESSION INITIATION PROTOCOL 281 Po COVODUIEW cea 5544 AAA IA RAN RECETA E UE RUE Rol A 281 FLI Supported RECS esie tah hada GE eR d bie echoed he beep baie ges 282 F 1 2 General SIP Comments 282 E Combigaraion 2 sip
148. P 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 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 Seta 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 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 aut
149. P server and IP phones 2 05 228 DHCP server IP address assignment 122 DHCP vendor option 155 2 0 0 0 0 e eee 225 Dialed Number Identification Service DNIS 74 dialing OTI xiu RIberbRISS eMe DU OH rete 83 dialing configuration planning 82 dialing coordinated 00 00 00 eee eee 202 dialing parameters TAPI 000000000 245 dialing plan considerations for international deployment 265 dialing plan coordinated 201 203 dialing rules for a user 00 0 e eee eee 245 Dial Up Modems and WANs 0 05 122 DID od rg Ae pate ah eos eeu to etate te rre 74 DID numbers 2 255 Sega AS aa yt 266 Digiticollectiony oia died omen MER 81 digit collection aes eras ALES ger En 95 digit collection rules slsslslee esses 82 digit collection defining 02 05 81 digit collection defining for internal numbers 83 digit collection ending 0 00005 87 Digit manipulation 5 isses ae Lx ERES entes 81 digit manipulation 0 0004 87 95 Digit Manipulation Options 00 87 ShoreTel 11 1 Planning and Installation Guide digit manipulation defining 87 digit translation 0 0 cece eee eee 211 digit translation table creating 211 digit translation functionality
150. 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 Tunns i Hew Copy Save Delete Reset Hel Edit Trunk is modified IEditthis record PANA Site Headquarters Trunk Group SMDI Trunk Group Number q Switch Port Ena TopSg24 2 v Jack 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 216 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
151. Planning and Installation Guide Chapter 5 Trunk Planning and Ordering Analog Loop Digital Analog Digital Start Loop Wink Wink Voice Switch EMEA Start Start Start PRI 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 El No No No No No No Yes No No ShoreGear T1 No No Yes No Yes Yes No No No Table 5 2 Supported Trunk Types 5 3 1 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 protoc
152. Requirements eee O45 o O Boh d erue Dre n jd 9 44 Jitter for Voice Switches nananana eee 0445 Packet Oss ii a gt ERO it ida iia 9 4 6 Bandwidth Management 0 0 00 c cece eee eee 9 4 7 Distributed Call Control Signaling 0000005 9 4 8 Admission Control in the Wide Area Network 9 4 9 Spanning Tree Protocol 0 0 0 9 4 10 Traffic Shaping to Reduce Bottlenecks 0 0 0005 9 4 11 Echo Cancellation ees 9 4 12 Resultant Voice Quality ooooocooooooooooo eee 9 5 WAN Technology Choices 0 0 00 00s ee eee 9 5 1 Minimum Bandwidth Requirements 0 0000 O52 L ased Tl iic a e ERIS IAEA ho isis 9 5 3 Frame Relay en 4 eng ia aes RACER Mes o SDS5LE eese ERR e eu aei Cat babet e e p rene 9 5 DSL ssepe es eub LEER RIPE IE DA ded E dob ue 9 3 0 ADS iia dai PECORE PE ES EA 9 5 4 Cable Modems ics sta ie Ee E er aa pa eed eae 95 8 ISDN BRE x ias Esai be e Deas eae puri ted 9 5 9 Dial Up Modems i iisekesdepdieR DEFERT RARO REPE PER P 9 6 IP Address Assignment 2 2 6 00s40500 504d rh h ka 9 7 Configuring DHCP for ShoreTel IP Phones Shorelel Planning and Installation Guide 9 8 Configuring Automatic VLAN Assignment via DHCP 125 9 95 TIME SETVICES ora fe be Ble eine era eterna M gi Toss ee Meee Teele wales 126 9 10 Virtual Private Network VPN 0 cece eee eee eee 127 9 1
153. ShoreTel University ShoreTel Planning and Installation Guide 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
154. 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 Trunk Planning and Ordering Checklist 5 2 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 ShoreTel 11 1 67
155. Simplified Message Desk Interface SMDI 205 Simplified Message Desk Interface Mode ShoreTelas PBX zu e as n Ree Rege 213 single site integration 00000 204 Single Site key renaming 0000 249 single extension plan sees 266 single site implementation topologies 132 RN ST 132 SIPtr nksS i ue ep RUE PRU a 72 Spare di bigs oue VAL dS y ict dto 96 Sites and Users i cece state A i 50 smart Ethernet switches 0000000005 118 SMDI functionality 5 eue is 206 history 4 32i Wid etn A ete dtt pe 206 supported features esses 221 SMDI mode ShoreTel Voice Mail 0 0 0004 219 SMDI parameters configuring 216 SMDI protocol support 0 0 0 0 e eee eee 159 SMDI protocol support and voice mail 206 SMDI configuring legacy voice mail integration 208 SMTP use ort nus tec es edu Sel aS Eurer 158 SNTPSSetVer ud vs Hep aes SES 229 SNIEP Setver ns S opes ea 229 software configuration options training 259 software requirements 0 00005 139 184 Spain supported features 0 20002000 ee 105 Spanish language license 02 0005 249 Spanning Tree protocol 2 005 119 Start bats eget es ee 278 starting the ShoreWare Call Manager application 245 static IP addresses 0 0 0 0 eese 123 static IP addresses and
156. 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 100 Shorelel CHAPTERS 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 Telephone Planning and Ordering Checklist 8 2 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
157. Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 In the Memorized Phone Number Management section click Read phone numbers from Outlook on startup option If you want to exclude FAX numbers from the search click Don t include FAX numbers If you want Outlook Contact to appear when you have an incoming call click Pop Outlook contacts on incoming call Click More Options to select which Outlook contacts to import The MAPI Import Options dialog box appears 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 Click the Import Configurator tab 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 Click OK 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 Shore Ware Personal ShoreTel Communicator to load your Microsoft Outlook Contacts Your Outlook Contacts will not be available until loading has been completed 18 6
158. 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 ShoreTel authorized partner or visit the ShoreCare QuickStart web center for more information regarding course content and registration ShoreTel 11 1 261 Planning and Installation Guide Chapter 20 Training Please register for system administration training at least three weeks before your proposed cut over date 262 Shorelel A 1 A 2 APPENDIX 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 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 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 announceme
159. This appendix describes how to provide Internet access to ShoreTel Communicator for Web client using Apache Server as a reverse proxy 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 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 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 docume
160. Tot Checklist cocina 4 REA torres erica Tte 225 16 2 Recommendations c vuyesa oy ocho A Re dub eee es 225 16 3 Preparing Your ShoreTel System for IP Phones 00 226 16 3 1 Configuring Voice Switches for IP Phone Support 0000 eee eee 226 16 3 2 Configuring Teleworker IP Phones 00 00 c eect ee 226 16 3 3 Assigning the Configuration Switches llli eee 226 16 3 4 Setting IP Address Ranges 0o oooooccocccc e 227 16 3 5 802s Authentication oii cec ise a e eg an aa wee deeded 228 10 30 DHCP Stones iud re rd a Make a dow denote decet 228 16 4 Associating a User Group with Unassigned IP Phones 229 CHAPTER 17 SERVER INSTALLATION 231 17 1 Installing ShoreTel Software 2 0 0 0 0 cece eee eee 231 17 1 1 Upgrading ShoreTel Server Software 0 0 eens 232 17 2 Ensuring Proper Server Performance 00 00 00 esee 232 17 3 Upgrading ShoreTel Servers from Windows 2003 32 bit to Windows 2008 32 bit 234 17 3 1 Existing HQ server hardware will not support the 64 bit version of Windows Server 2008 R2 235 17 3 2 Existing DVS server hardware will not support the 64 bit version of Windows Server 2008 R2 256 17 3 3 Existing HQ Server hardware will be upgraded to Windows Server 2008 R2 236 17 3 4 Existing DVS Server hardware will be upgraded to Windows Server 2008 R2 237 CHAPTER 18 DESKTOP INSTALLATION 239 ISA Checklist ii ARANA ebd ones SUR 239
161. Training 0 0 0 0 00 eese 260 operator assisted dialing 00 0000 000 86 operators headsets for 0 0 00 c eee 102 operators training lle eee ee 260 OPIO sack casdes ngs sede awh Goede E ER ERR 225 Option GO si Lese heen ts a leans SE dene aa 229 ordering service A e reaR EENE Red 77 outbound caller ID 0 0 75 outbound calls and analog wink start 64 Outlook folder moving messages 246 Outlook Microsoft 00 00 eee eee eee 240 overhead paging 0 0 eee eee eee eee 197 P package security breaking 0 142 packet lossy eee Sura Us epe PERS Reems be 116 packet loss requirements lesse 109 308 Index packet loss for fax and modem calls 116 packet loss zero tolerance 000005 104 packets lost during conversation 103 packet to circuit conversions 0 5 104 paging filesize 2 02 2 eee eee 232 paging system cshiinecesedwars bb ERREUR 151 PALLY 34 E 209 patch panel installation 000 191 PBX link corintio ee 207 220 PBXLink connecting to the PBX 220 A cope uedob e epa wise ec OR E EO SNE EE 107 performance network sselissss eese 108 Phillips screwdriver 0000 00 00 eee ee 151 Phone and Modem Options control panel applet 245 phone extension license requesting without
162. VOICE SWITCHES 149 EIE COhecksE fons oss os te tues Ocio eU eed eee Soe PE ERR ED PE 149 H2 PV AA A lala A ath ac c A itl chit A ME pi M tes 149 ShoreTel 11 1 7 Planning and Installation Guide 11 3 Mounting the ShoreTel Voice Switches 0 000000 0 ooo 149 11 4 Installing a Voice Switches 0 0 eee ee ee o 150 11 4 1 RJ 21X Cable Retainer Installation 0 0 0 0 0 0000 eens 151 11 5 ShoreWare Director Switch Configuration 0 00 0008 151 CLOS Relerente PT Drei 151 11 6 1 Environmental Requirements 151 11 6 2 Packaging Requirements 00 0 cece re 152 11 63 Regulatory Compliance rtorras parra d Ee heeds de verd 152 11 6 4 Physical Specifications o oo aoaaa o 153 11 6 5 General Specifications sy x daa ba ee p had ee ele ed di Bie 153 CHAPTER 12 PLANNING APPLICATIONS AND SERVICES 155 12 1 Checklist ns esee a Sw Y ae RR Rd e I Y ew 9 EHTS See ee eee 155 12 2 Account Code Collection Service ee nee 155 12 2 1 Account Codes eer pn tae te boe Ree idan ee E aad Bln RE Ie gr 156 12 2 2 Gall Permissions a i eoi ondes SP oido ade Mas Audie A we erp e te cb eap Re ud thoi 156 12 9 Voce Mull eb Kd RO ara Ca a EVE EEE a laca 156 12 3 1 Escalation Notifications oooooooocooocoo re 157 12 3 2 Auto deletion of Voice Mail Messages o oooocoooccoocc ee 158 12 3 3 Mailbox Full Notifications 20 0 e 158 12 3 4 Distributed Voice Mail sese e
163. VS server Bring down the current DVS system and Install Windows 2008 R2 on new hardware Set the network values on the new DVS server to match what was recorded from the old server Prepare the new operating system with the necessary components Application Server Role Services Web Server Role Services SMTP Server etc Install ShoreTel 11 on the new platform 17 3 3 Existing HO Server hardware will be upgraded to Windows Server 2008 R2 236 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Disable Active Directoryand Distributed Database if enabled Backup the existing ShoreTel data files Backup the existing ShoreTel databases Uninstall ShoreTell server software and remove the Shoreline Data and ShoreWare Server folders Record the IP address gateway IP address netmask value and other network parameters of the current server Upgrade the server platform with Windows 2008 R2 on the old server platform complete wipeout installation of Windows 2008 R2 Confirm the network values on the server match what was recorded from the old server Prepare the new operating system with the necessary components Application Server Role Services Web Server Role Services SMTP Server etc Copy the Shoreline Data backup into the proper location Step 10 Install ShoreTel 11 on the new platform Shorelel Chapter 17 Server Installation Planning and Installation Guide 17 3 4 Existing DVS Server hardw
164. 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 ShoreTel 11 1 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
165. a tri color 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 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 37 Planning and Installation Guide Chapter 2 System Overview 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 call
166. aE aE a Ea a 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 Example 2 HHHHHHHHHEHHHEHRHHHHHHHHHHHRHHHEHHHHHHHHHHRHHHEHHHHHHHHHHHHHHHHHHHHHHRREE 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 TRAE AE E AEE AE AR aE aE HE AR aE aE AE AE AE AE aE aE AE FE aE AE AE AB aE EE a EE EE Ba aE a EE a a a EE a EE aE aE make sure you disable forward proxy ProxyRequests off Reverse proxy to ShoreTel Web Client ProxyPass ShoreWareWebClient http ServerName 5440 ShoreWareWebClient Shorelel Chapter D Enabling Internet Access to ShoreTel Communicator for Web Planning and Installation Guide D 3 3 ProxyPassReverse ShoreWareWebClient http ServerName 5440 ShoreWareWebClient About t
167. ad for your particular system 9 5 2 Leased T1 Leased T1 facilities are the most robust WAN technology available Leased T 1s are point to point 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 ShoreTel 11 1 121 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 5 3 9 5 4 9 5 5 9 5 6 9 5 7 9 5 8 9 5 9 9 6 122 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 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
168. 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 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 Queue Monitor The ShoreWare Queue Monitor is
169. ailbox 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide The enhanced Distributed Voice Mail servi
170. al Area Codes field The Additional Local Area Codes dialog box shown in Figure 6 3 appears a Additional Local Area Codes Web Page Dialog EA Dial phone numbers with the following area codes as local 972 Remove OK Cancel http powerbar shore fe Local intranet 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 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 ShoreTel 11 1 85 Planning and Installation Guide Chapter 6 Dialing Plan 6 3 2 4 6 3 2 5 6 3 2 6 6 3 2 7 6 3 2 8 6 3 2 9 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 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 International Dialing The ShoreT
171. al 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 11 AMIS 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
172. all calls to extensions you should still configure the auto attendant for Dial by Number Dial by Name and zero out to an operator Shorelel Chapter 4 Routing Calls Planning and Installation Guide 4 5 1 4 5 2 4 5 3 9 Jortom ated Atterchrt Figure 4 2 Operator Call Routing Trunk Considerations When using Direct Inward Dial you must use analog wink start digital wink start SIP or T1 El 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 After Hours Call Routing By routing all calls to the individual extensions each individual user and workgroup defines its after hours call handling Example of Direct Inward Dial Call Routing In the illustration shown in Figure 4 3 all calls are received by workgroups or by individuals ShoreTel 11 1 61 Planning and Installation Guide Chapter 4 Routing Calls Calls are routed directly to the support workgroup with a mailbox that provides coverage The calling party can dial O 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
173. alling 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 Info
174. an 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 92 Shorelel Chapter 6 Dialing Plan Planning and Installation Guide 6 5 1 3 6 6 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 Sites Hew Copy Save Delete Reset Help Edit Site modified CRC ee Refresh this nage Name New York Country United States of America y Language English 7 Parent Remote y T Use Parent As Proxy Extension Prefix 616 Local Area Code 212 Additional Local Area Codes Edit Caller s Emergency Service Identification CESID fa 212 616 9191 e g 1 408 331 3300 Time Zone GMT 05 00 Eastern Time US amp Canada Eastern Standard Time y Figure 6 9 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 exten
175. and A2 2003 SG 24 SG E1 Electrical Safety FCC Part 68 for SG 24 SG T1 TEC 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 Agency approvals ShoreTel 11 1 267 Planning and Installation Guide Chapter B Regulatory and Safety Information B 2 B 2 1 B 2 2 B 2 3 B 2 4 268 Category Regulatory Compliance Agency Approval p pp 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 EMC Compliance Statements SG 8 12 24 and 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
176. and UDP Port Usage ShoreTel uses the following TCP and UDP ports for traffic Destination Device Originating Device Traffic Type HQ Director Switch IP Phone Desktop SoftPhone DVM Server Server Other Switch Call Control UDP 5440 UDP 2427 UDP 2427 TCP 1024 65535 TCP 1024 65535 UDP 5060 Location MGCP MGCP RPC NCC RPC NCC SIP Service UDP 2727 UDP 2727 UDP 5441 MGCP Media MGCP Media Call Control proxy proxy UDP 5443 UDP 5440 UDP 5440 Bandwidth Location Service Location Service Manager UDP 5441 UDP 5441 UDP 5445 Call Control Call Control Admission UDP 5442 UDP 5442 Control DRS DRS UDP 5443 UDP 5443 Bandwidth Bandwidth Manager Manager UDP 5445 UDP 5445 Admission Admission Control Control UDP 5446 UDP 5446 DRS keepalive DRS keepalive Switch Media Stream UDP 5004 UDP 5004 UDP 5004 UDP 5004 UDP 5004 UDP 1024 RTP RTP RTP RTP RTP 65535 dynamic dynamic dynamic dynamic 1024 dynamic 1024 RTP for 1024 65535 1024 65535 1024 65535 65535 65535 SIP Switch RPC TCP 111 TCP 111 Connection RPC Port Mapper RPC Port Mapper Negotiation UDP 111 UDP 111 RPC Port Mapper RPC Port Mapper Table 9 3 Port Usage 110 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide Destination Device Originatin Beds li Traffic Type HQ Director IP Phone SoftPhone DVM Server Server Switch Configuration TCP 21 TCP21 UDP 67 Control FTP CTL Boot FTP C
177. 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 ShoreTel 11 1 149 Planning and Installation Guide Chapter 11 Installing ShoreTel Voice Switches 11 4 150 To mount a full width ShoreTel voice switch in a rack with brackets Step 1 Step 2 Step 3 Remove the voice switch from its shipping container Attach the two mounting brackets included with the ShoreTel voice switch using the provided screws 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 Step 2 Step 3 Remove the voice switch from its shipping container Mount a ShoreTel Dual Tray into the rack with the screws provided 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 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 Step 2 Step 3 Connect the switch t
178. ar 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 Shorelel Chapter 2 System Overview Planning and Installation Guide 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 re served for line appearance Each button is an LED enabled hard key and has an associated 6 character label on the LCD Eight function keys
179. ardware requirements 2 05 138 184 headquarters server upgrading software 232 headsets for APents 12 29 tea e x oe e dp bebes 102 OPELALOLS ui ere ERE RUM 102 SUpervisols GilidgesbibbereeNeS 6 eP e RENS 102 headsets for workgroup agents and supervisors 102 heartbeat interval eese 226 Hewlett Packard fax machines suus 103 high voltage components 0000 269 higher density trunking esses esses 53 hold button MOH sesselleeeeeene 106 hostname HQ server llslslilelsls esee 278 HTTP port 80 veias a ta E Pac e sca ens 274 hitpd conf file mcr RR RERO ema 275 humidity operating 0 0 0 0 000 151 306 Index Hunt Group Applications 2e o a A 172 as a Call Forward Destination 172 busy state 2 rapida 172 common line monitoring 173 configurable hunting 000 172 distribution of calls to backup operators 173 Hunt GfO pS zcees eed che Re ane deed EE ER 56 hunt groups call routing 00000 59 Hypertext links conventions oh ie ee e dr eredi 14 I ICMP flood attacks 00 eee eee 129 IDSL and WANS ikke ea cra 122 illegal traffi score 129 implementing cut over eese esee 254 important safety instructions 269 importing Outlook contacts to Quick Dial 248 inbound and outbound services consolidation
180. are ControlPoint 0 00002 ee eee 16 ShoreCare QuickStart 20 0 0 0 0 e cee 259 ShoreGear voice switch address assignment 122 ShoreP hones is sei aa ae oh octet arta REDEEM 104 ShorePhone AP100 1 0 2 0 00 eee eee 104 ShorePhone IP110 ShoreTel 11 1 Planning and Installation Guide displaying settings 0 0 002 eee 272 manually configuring 00 271 TESEI os oar hoses Ses eR es Dei us 272 ShorePhone IP210 manually configuring 000 271 TESEI ieu eS ea eee ech 272 ShorePhone IP530 560 manually configuring 000 271 reSetting iuter et a e coed theo edes 272 ShorePhones simplified design 0 0000000 106 ShoreTel remote TAPI service provider 278 WED ACCESS cra ee RE awa daha a ER aly 273 ShoreTel Conference Bridge 00 5 181 ShoreTel Customer Operations website 150 ShoreTel database n eee vos LEUR 232 ShoreTel installation lees esses 15 ShoreTel superior design lesse esse 108 ShoreTel system plug and play 194 ShoreTel websites ssy secs was uke rex 259 ShoreWare server IP address 0000 142 ShoreWare Server configuring for legacy voice mail 210 ShoreWare server naming sese 142 ShoreWare Web Client 00 00005 274 signaling overhead 0 00 00 cee ee eee 109
181. 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 222 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide 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 t
182. are will be upgraded to Windows Server 2008 R2 ShoreTel 11 1 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Backup the existing ShoreTel data files Disable Distributed Database if enabled Uninstall ShoreTell server software and remove the Shoreline Data and ShoreWare Server folders Record the IP address gateway IP address netmask value and other network parameters of the current server Upgrade the server platform with Windows 2008 R2 on the old server platform complete wipeout installation of Windows 2008 R2 Confirm the network values on the server match what was recorded from the old server Prepare the new operating system with the necessary components Application Server Role Services Web Server Role Services SMTP Server etc Install ShoreTel 11 on the new platform 237 Planning and Installation Guide Chapter 17 Server Installation 238 Shorelel CHAPTER 8 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 24
183. as no mailbox Voice mail viewer is not available ShoreTel 11 1 159 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 3 7 160 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 users 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 Find Me Call Handling Find Me and Auto Find Me call handling allow callers to find users at other locations when they reach the users 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 destinatio
184. ata traffic 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 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 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 4 7 9 4 8 9 4 9 9 4 10 ShoreTel Communicator Bandwidth Use
185. ated thus you should closely engineer hunt groups to ensure that the voice switch is not overburdened in order to ensure optimal performance ShoreTel 11 1 47 Planning and Installation Guide Chapter 2 System Overview 2 12 2 3 2 12 2 4 2 12 2 5 48 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 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 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
186. ation 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 ShoreTel 11 1 281 Planning and Installation Guide Chapter F Session Initiation Protocol F 1 1 Supported RFCs ShoreTel supports the following RFCs 1889
187. ations before continuing Close the applications as requested 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 Shorelel Chapter 18 Desktop Installation Planning and Installation Guide Options and Preferences General QuickDialer Call Handling Mode Standard In a Meeting Out of Office Extended Absence Custom Personalized Call Handling Extension Assignment Find Me Voice Mail Escalation Outlook Telephony Instant Messaging Use Outlook appointments to change Call Handling Mode Presence Privacy Conferencing SoftPhone Video Sounds Language Outlook Contact Import v Import contacts from Outlook Import Options Voice Mail Attach Wave File to message when moved to different Folder ent folder Outlook Voice Mail Integration is installed P Uninstall Calendar Calendar integration with Outlook is not currently installed Install l Cancel Apply Figure 18 11 ShoreTel System Control Panel Outlook Tab Step 2 Step 3 Step 4 The ShoreTelmenu appears Click Conf
188. ature 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
189. 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 ShoreTel 11 1 169 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 7 12 8 12 9 170 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 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 h
190. automatically generate an e mail message if an error occurs on the system 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 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 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 Embedded IP Phone Display The Embedded IP Phone Display feature essentially shifts support of several tasks re
191. ave 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 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 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
192. 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 User Groups Help Edit User Group tie com AE NNNM modified ERR Refresh this page Name External PBX Users COS Telephony Fully Featured Y Go to this Class of Service COS Call Permissions Internal Only v Go to this Class of Service COS Voice Mail Large MailBox Y Go to this Class of Service Simplified Message Desk Interface Mode wem Hone Account Code Collection 4 np ShoreTel Voice Mail IV Show Call Manager users a list of accoUfPeedes when arg M Send Caller ID as Caller s Emergency Service Identification CESID M Send DID as Cal
193. ber 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 Digit Collection Rules 6 3 1 3 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 callers 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 Clic
194. 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 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Continue scrolling down to display a window similar to the one below 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 Enter the local area code for this trunk group in the Local Area Code field Select the Local check box to enable local calls Select the Long Distance check box to enable long distance calls Select the International check box to enable international calls 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 Shorelel Chapter F Session Initiation Protocol Planning and Installation Guide ShoreTel 11 1
195. 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 lt 100 msecs total quality 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 lt 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 lt 1 for voice calls and no packet loss for fax and modem calls Table 9 7 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 Bandwidth Management In addition to the network requirements discussed above bandwidth management
196. 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 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 E1 PRI Trunks El PRI trunks are flexible trunks that support both inbound and outbound calls for international locations El PRI trunks support Inbound calls Outbound calls DID DNIS Caller ID number Caller ID name is supported for NI 2 configured trunks ShoreTel 11 1 71 Planning and Installation Guide Chapter 5 Trunk Planning and Ordering 5 3 9 5 4 72 QSIG Calling name is supp
197. calls ShoreGear switches can cancel echo received up to 16 msecs after being sent 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 G711 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 ShoreTel Chapter 9 Network Requirements and Preparation Planning and Installation Guide Codec Data Rate Kbps MOS Interactive Linea
198. 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 ShoreTel 11 1 171 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 10 1 Hunt 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 wh
199. ccount 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 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 users 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 service
200. ce switches that support T1 and El trunks have an additional RJ 48C connector that is wired to the telco interface for the purpose of troubleshooting the T1 or El interface with specialized test equipment This connector is normally not used 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 kQ 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 Shorelel Chapter 1
201. ceive 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
202. ces 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 auto attendant menu AMIS call support is enabled by default Incoming AMIS voice mail is delivered in the same manner as other voice mail however replies cannot be sent 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
203. ch 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 Performance From an IP VPN 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 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 10 4 9 11 encryption is used and the second is whether a consistent throughput can be maintained when encrypti
204. ck My Computer Step 2 Select Manage Step 3 Select Device Manager Step 4 Left click on Ports COM amp 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 Nortel Meridian 1 Nortel Norstar Avaya System 75 85 Definity Mitel e SX50 SX200 e SX2000 Siemens e 3005 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 220 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide When using SMDI ShoreTel voice mail configuration the following featu
205. cks and other lookup directives The syntax is a mixture between C and Perl See the mod_ssl documentation for more details lt Location gt SSLRequire SSL_CIPHER m EXP NULL A and SSL_CLIENT_S_DN_O eq Snake Oil Ltd and SSL CLIENT S DN OU in Staff CA Dev and TIME WDAY gt 1 and TIME_WDAY lt 5 and TIME HOUR gt 8 and TIME HOUR lt 20 YX or REMOTE_ADDR m 192N 76N 162N 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 ote 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
206. cks 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 thi
207. click Sites Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide Standard Mode Help S Reset Fax1 Marketing ose ee modified Editthisrecord Refresh this page Call Forward Condition C Always No Answer Busy C Never Always Destination Extension pun Voice Mail Search External e g 9 1 408 331 3300 Busy Destination Extension puo Fax Port2 Search C Extemal e g 9 1 408 331 3300 No Answer Destination Extension pot Fax Port Search C External e g 9 1 408 331 3300 No Answer Number of Rings IE M Enable Calling Message Notification Personal Assistant Search Call Handling Note Iv Enable Find Me Figure 12 4 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 Refresh this page Name Headquarters Country United States of America y Language English gt Parent Top of Tree Use Parent As Proxy Local Area Code aos Additional Local Area Codes Edit Caller s Emergency Service Identification CESID 4 408 331 3300 e g 1 408 331 3300 Time Zone GMT 08 00
208. compression 0 00000 134 REP packet uc cue da Pas wa 113 rules digit collection sisse 82 S safety considerations voice switch installation 269 safety electrical s ey ei He a 269 SDSL and WANS sacs HA de c en Rs 122 secure communications 0 00000 127 security media encryption eese 131 security appliances integrated 129 security policies firewalls sees 129 self paced online tutorials 000 00 260 serial connection configuring 220 serial link and voice mail integration 220 serial port settings extracting from Windows 220 server Apach s4 s depth dhe de de Va UL edad fe Jae E 273 Server Name changing 00 0 005 251 server performance optimizing 232 server headquarters lesse 232 server remote ACCESS posea aE eee 141 SCIVGIS s obedece Bib debt edet his 50 Servers terminal ota rp rA ELE ESARERA 51 service level agreement llle esses 109 service provider SLA s with 0004 109 service analog zc xciv eser etal ces etel ue 76 service ELPRI 1 vite tees et oe se he 78 Service T est ia fdas e seat cease ER M 77 service EL PRI us aene entes TT services telephone i cL D dd 76 services recommendations for ordering TT seven digit local dialing 0004 226 ShoreC
209. could be as high as hundreds of msecs for long international calls 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 phon
210. d 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 Shorelel Chapter F Session Initiation Protocol Planning and Installation Guide F 1 2 3 Foreign Language Support In addition to English ShoreTel will support Spanish French and German Caller Name Called Name User Name over SIP tie trunks and service provider trunks although certain third party devices may not be able to display the Spanish or German characters 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 registrat
211. d calls are not supported ANI DID DNIS Analog provisioning is provided by the wink start protocol and Dual Tone Multi Frequency 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 lt DID gt lt DNIS gt lt ANI gt lt DID DNIS gt 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 lt DID gt lt DNIS gt lt ANI gt lt DID DNIS gt BRI Trunks BRI trunks are flexible trunks that support both inbound and outbound calls PRI trunks support Shorelel Chapter 5 Trunk Planning and Ordering Planning and Installation Guide 5 3 7 5 3 8 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
212. d 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 operators 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 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
213. d 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 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 Users Manual for more information Shorelel Chapter 2 System Overview Planning and Installation Guide 2 9 1 2 9 2 2 10 2 11 2 11 1 Communicator for Web Users can have remote access to their call handling options via a browser based interface Extension Assignment Extension Assignment allows users to maintain an on
214. d 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 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 Esp New Copy Save Delete Reset Help modified ENTE Refresh this page Name Headquarters Country United States of America gt Parent Top of Tree V Use Parent As Proxy Local Area Code 408 Additional Local Area Codes E dit Emergency Call Back Number CESID eg 1 408 331 3300 Time Zone GMT 08 00 Pacific Time US amp Canada Tijuana Pacific Standard Time NightBell Extension D Night Bell Switch None 7 Edit Night Bell Call Handling Paging Extension Paging Switch None Operator Extension 4515 Greta Garbo __ Search FAX Redirect Extension 4803 Support Center Search Emergency Number 911 Admission Control Bandwidth 44 kbps
215. dd 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 ShoreTel 11 1 25 Planning and Installation Guide Chapter 2 System Overview 2 5 1 2 6 2 6 1 2 6 2 26 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
216. dels 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 Shorelel Chapter 2 System Overview Planning and Installation Guide 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 req
217. dem coh eka sk bene ED RES soaps Ro 75 trunks analog wink start 00 00005 61 70 digital loop start llle 69 digital wink start 0000 61 70 EL PRE jo id pec chk beet fee bbbe ideas Midas 71 PRI sidus eoru m Ree e Eas 71 Jr 72 EMEL sosa e cti 61 trunks conditions for availability to hunt groups 98 trunks determining requirements 53 trunks digital sss eet I eh Eee ops 99 trunks installing before cut over 253 TSPinstall utility running 00 278 Tsplnstalliexe sc ctu goes eae Rer RR 278 tunneling cuicos ree iras 127 128 tutorials interactive ee esee 259 tutorials online self paced 00200005 260 U UDP port 5004 200 0 cece ee 114 unassigned IP Phones associating with user group 229 uninterruptable power supply UPS 195 unique dialing plan 0 00 00 0 0000 84 ShoreTel Index unique line identifier Windows Dialer 280 United Kingdom supported features 105 United State outside of 0 0 00 00 00 0000 263 unroutable numbers 0 0 00 e ee eee 87 Upgrade Procedures 0 00 0 e eee eee 248 upgrades simplifying 0 00 0 eee eee 277 upgrading software on the headquarters server 232 UPS uninterruptable power supply 192 user license types Extension and ma
218. 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 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 Shorelel CHAPTER 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 su
219. does not support the Shore Ware 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 Shore Ware 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 Shore Ware 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 137 Planning and Installation Guide Chapter 10 Server Requirements 10 3 10 4 10 4 1 10 4 2 138 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 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 Space Required Shore Ware Server 1600 MB ShoreWare Remote Server 800 MB ShoreWare Client 600 MB Table 10 2 Hard Disk Space Requirements a This amount may be necessary when installing off
220. domly 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 A trunk at the proxy site for which the call is local A trunk at any other site for which the call is local A trunk at the originating site for which the call is considered nearby A trunk at the proxy site for which the call is considered nearby A trunk at any other site for which the call is considered nearby A trunk at the originating site designated for long distance A trunk at any proxy site designated for long distance Oo ON Ov Mt cms Ye Tw A trunk at any other site designated for long distance ShoreTel 11 1 99 Planning and Installation Guide Chapter 7 Network Call Routing 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 Network Call Routing Access Code 9 Local Area Code 408 Additional Local Area Codes Edit Nearby Area Codes Edit Figure 7 3 Network Call Routing on the Trunk Group Edit Page
221. ds 127 128 enabling during a call o ooooo o oo o 131 no support with SoftSwitch 131 end digit collection siii a RE 87 End User License Agreement 0 241 end to end IP network creating 104 End User Training 2 0 0000 e eee eee 260 engineering an IP network 0 108 enterprise telephony features 0 178 enterprise wide coordinated dialing plan 201 Environmental and Infrastructure Analysis 18 Environmental Requirements ShoreGear voice switch 193 environmental specifications 00 193 estimating call volume 0 0000 0000 203 Ethernet framing see he ee es es ae 113 Ethernet Cabling aot 0 4 sen odere acme es 195 Ethernet network etp iarenserocioteievia pen rans 108 explicit carrier selection dialing 86 Extension and mailbox license 249 extension length eint a E e PEE ANEETA 203 extension lengths 0 00000 eee eee 82 83 Extension only license 0 0000000005 249 external numbers configuring 04 83 305 Planning and Installation Guide F fault tolerance two levels 0 00 2000000 195 fax and modem calls zero packet loss 116 fax handling planning 04 161 fax machines eriste setis Rx ag grand DEO GN Ost d 103 Hewlett Packard 0
222. dure 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 ShoreTel 11 1 285 Planning and Installation Guide Chapter F Session Initiation Protocol Switches Edit ShoreGear 40 8 Switch oum com sue vee Rem mod EXT ist this nage Name pm o q Description san Jose HQ_sip 488 Site Headquarters IP Address fis2 168 20 10 Find Switches 48 Ethernet Address o1a Server to Manage Switch spt y Caller s Emergency Service Identification CESID e g 1 408 331 3300 Music On H
223. e digit translation to occur when Shorelel Chapter 15 Legacy Integration Planning and Installation Guide E Digit Translation Info Microsoft Internet Explorer loj x Original Digits Replacement Digits fal Save Close Previous Hext 1998 2004 ShoreTel Inc All rights reserved Figure 15 4 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 re directed to th
224. e 6 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 companys 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 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 Shorelel Chapter 6 Dialing Plan Planning and Installation Guide 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 num
225. e 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 Application Server toa Telephone Company Voice Mail 10 100 Mb Automated Attendant CTI Integration Point L ShoreWWare Client Laptop computer Desktop Call Control Call Logging Browser based Administration Universal Messaging 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 132 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 15 r Sample Corporate and Remote Topologies WAN Technologies VPN PRI Fiber THERE XDSL Frame 10100 qum ShoreGear T1 ShoreGear 24 f Router f JE Ethernet ShoreWare Switch Application Server Sassa Core Switch H Ij 09 e Users PCs X r sm VAN Provider TeleWorker SDSL 384K X Ethernet Router Ethernet Ethernet Switch Switch Bras I3 T onoo 10 100 B 1 10
226. e 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 180 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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
227. e legacy voice mail system To set up the user group ShoreTel 11 1 Step 1 Step 2 Step 3 Step 4 Step 5 Open Shore Ware Director From the navigation frame click Users and then User Groups Select an existing user group or create a new user group Change the Simplified Message Desk Interface Mode option to ShoreTel as PBX by selecting this setting from the drop down menu Click Save 213 Planning and Installation Guide Chapter 15 Legacy Integration Application Servers Help modified Narne Remote Host IP Address fi21 212 3 NN Ping this Server Site Headquarters SoftSwitch Name Remote Voice Mail and Auto Attendent Voice Mail Extension 423 Voice Mail Login Extension 424 Auto Attendant Extension 425 Assigned User Group Anonymous Telephones y Default Auto Attendant Menu Defautt Simplified Message Desk Interface Mode ShoreTel Voice Mail Trunk Group Analog Loop Start y COM Part 1 10 h Message Desk Number 1 999 hn Number of Digits 2 32 po o Translation Table stones M Use for Call Data Iv Use for MWI Data lH_ Iv Use Flash to Route Calls ag Figure 15 5 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
228. e 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 Trunk Groups Edit Analog Loopstart Trunk Hew Copy Save Delete Reset Help Group modified Edit this record Refeestritis page Site Headquarte Language English y Inbound Destination ju Search Outbound Network Call Routing Access Code Lo Local Area Code 1 Additional Local Area Codes Edit Nearby Area Codes Edit 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 ShoreTel 11 1 215 Planning and Installation Guide Chapter 15 Legacy Integration 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
229. e 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 Shorelel Chapter 17 Server Installation Planning and Installation Guide Performance Options E A xl r Application response i x 2x he eae General Network Identification Hardware User Profiles advan C Applications N r Performance Virtual memory Performance options control how applications use memory Total pagina file size for all drives Goza ES which affects the speed of your computer gestore aie ae told Change Performance Options r Environment Variables Cancel Environment variables tell your computer where to find certain types of information Environment Variables r Startup and Recovery EE Startup and recovery options tell your computer how to start and what to do if an error causes your computer to stop Startup and Recovery Figure 17 2 System Control Panel and Performance Options To check the paging file size go back to the Performance Opti
230. e 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 Su
231. e 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 Shorelel Chapter F Session Initiation Protocol Planning and Installation Guide F 2 F 2 1 F 2 1 1 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 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 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 Reserve the SIP Trunk To reserve a new SIP trunk follow the proce
232. e 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 members 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 Ifa 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 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 t
233. e 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 ShoreTel 11 1 291 Planning and Installation Guide Chapter F Session Initiation Protocol 292 Shorelel APPENDIXG 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 deploymen
234. e voice quality required and the other application traffic on the network Some of the key considerations are Bandwidth Service levels Addressing 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
235. eFailover cts ec laine wine tun repere p D obe edat 2 65 Public Switched Telephone Network PSTN Failover 00 0000 eae 20 0 Distributed CDRs 41 22 52 o2 ub excu Gee ee Pe SRI A A RSS 2 7 Integrated Applications E cbe descr Rb ER Ia E Ra a ots Doll Account odes s rd Re don ge t io Lose e ce Cis e e eget dai 2 22 NOCE Mailss aa oe a y eitis ede tot obo RERO Rp asiste d ete 2 1 3 Automated Attendant loge Gera eke Keene TC eae 2A A RN oat Sen sede itte eles os 2 5 WNOEPkgro ps a Qu way Sages eh ocn as ee a Ru ves ago aata hen aR ay ding 2 500 Pick p GTO PS tica ode adel cok Alas ted bc asset e eme Sea ata e cared s 2 gt QUE MODO eu og ee Se A CS Sepe ues ERO E e eed vineta 254 0 Avent MONOT ai deret nin 2 9 Directory VIEWED iu voce egeat vta Doe a Lene Je HDI I qae p e a 2 107 EDSEOEY VIEWED po bees cha t 2 1 11 Call Detail Record EDR 2 iem dt 24 12 Desktop Call Control Service uuu A A E N 2 7 13 Unified Messaging Service 0 0 R aE K cent eh 2 8 Optional Applications sese ee SUS ROC eae e e RRO Vine BRS 2 8 1 ShoreTel Converged Conference Solution 2 2 0 0 0 0 0 eese 2 8 3 ShoreTel Contact Center Solution 2 8 5 ShoreWare System Monitor Sion Sasan si sa eri Ee K e a ie WE Ae a i a pe 2 9 Desktop Aplications ese Se Sacco ape ae ROAR EEE RIES 2 9 1 Communicator for Web oisi ru pe Ree REAR Rp ee EE CRY RARE TR ees 29 2 Extension Assignment sacs oh dos Kee
236. ecause this service varies by country Instead we provide a table of the El 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 Analog Service Use the Analog Telephone Service Order form Figure 5 1 to o
237. ecifications 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 amp M Table 11 7 ST 120 24 ST 90 ST 60 12 ST 50 ST 40 8 ST E1 T1 and ST 220T1 E1 T1A Voice Switch Specifications ShoreTel 11 1 153 Planning and Installation Guide Chapter 11 Installing ShoreTel Voice Switches 154 Shorelel CHAPTER 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 fo
238. ed 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 auto attendant 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 after hours call routing ShoreTel 11 1 63 Planning and Installation Guide Chapter 4 Routing Calls 9 Automated Atterchrt CP Percaral Assistart Figure 4 4 Blended Call Routing 4 7 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 s
239. el 187 Planning and Installation Guide Chapter 13 Desktop Requirements 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 Call Handling Mode _ ShoreTel 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 Options es Preferences ali Mail Setup Mail Format ii Spelling Other Delegates ShoreTel Call Handling 7 Use Outlook calendar to schedule Call Handling Work Week Call Handling Mode Call Handling Mode For ON Hours Standard v Call Handling Mode For OFF Hours Out of Office v When my calendar is busy change my Call Handling Mode to In a Meeting v When my calendar is out of office change my Call Handling Mode 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
240. el 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 gt Programs gt 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 ShoreTel 11 1 245 Planning and Installation Guide Chapter 18 Desktop Installation 18 5 18 5 1 18 5 1 1 18 5 1 2 18 5 2 246 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 Outlooh 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 Installing Voice Mail Integration After you have installed vo
241. el 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 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 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 sites 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 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
242. elephone 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 personal computer PC or similar computer Shorelel Symbols Use Flash to Route Calls check box 213 Numerics 10 BasezTics 2 A LEE DEM IDE 196 100 Base T nm Reste ec eeu Reve 196 10 digit local dialing oooooocooccooocoooo o o 85 110 VAC modular power cord 0 195 16 bit DOS addressing 0 0000005 231 19 inch data rack 1 0 2 0 0 cece eee eee 198 26 AWG wire to avoid risk of fire 270 28 8 Kbps 1 seis tie VH lee ate EE aed 103 900 callS ari dune Ming Nw BOs Rene e wld e 96 911 calls planning e ets 65 dialing ic dina des be teen isla 86 dialing plan considerations 82 emergency calls exception 83
243. elephones Total Physical Telephones 1 072 14 ShoreGear Voice Switches ShoreGear 24 42 ShoreGear T1 6 ShoreGear El 0 Figure 3 1 Telephone and Trunk Planning Spreadsheet Microsoft Excel ShoreTel Chapter 3 Planning and System Design Planning and Installation Guide 3 3 6 3 4 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 erlan
244. em 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 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 m
245. 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 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 agents login state logged in logged out in wrap up mode current call activity and current call duration 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 ShoreTel 11 1 31 Planning and Installation Guide Chapter 2 System Overview 2 7 10 History Viewer 2 7 11 2 7 12 2 7 13 32 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 Call Detail Record CDR The ShoreTel system tracks all call activity on the system across all locati
246. en 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 members 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 1 Backup 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 workgroups 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 Desti
247. end or allowed to received This violates the SSL TLS standard but is needed for some brain dead browsers Use receive I O errors because of the standard approach where 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 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 those clients too Use variable nokeepalive for this 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 E 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 Sr Sb Shorelel 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
248. endant fax or fax number E NO Set the site Assign a direct Assign a direct Set user s extensions to redirect number as the fax fax number to to redirect fax calls from number and direct each user and direct fax calls to a fax the main number to a fax extension itto a fax extension extension to a fax extension Each user has an off system extension for a fax number directed at a fax server Figure 12 1 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 162 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide Step 2 Assign a range of direct fax numbers
249. equirements Planning and Installation Guide 10 8 1 1 Web Server IIS Role Servers Figure 10 5 displays the Web Server required roles Add Roles Wizard xj i Select Role Services Before You Begin Select the role services to install for Web Server IIS Server Roles Role services Description eA Web Server provides supportfor Application Server El E Web Server HTML Web sites andoptional support El V Common HTTP Features V Static Content Default Document v Directory Browsing V HTTP Errors V HTTP Redirection El V Application Development V ASP NET V NET Extensibility ASP CGI ISAPI Extensions ISAPI Filters Server Side Indudes alth and Diagnostics HTTP Logging Logging Tools Request Monitor Tracing Custom Logging Fan eet anino zl for ASP NET ASP and Web server extensions You can use the Web Server to host an internal or external Web site or to provide an environment for developers to create Web based applications EE i E In 3 KIKI x SSS More about role services lt Previous net gt Figure 10 5 Required Web Server Roles Step 1 Access the Web Server Role by selecting Server Manager Step 2 Right click on Server gt 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 D
250. er Headquarters y Voice Mail Delivery and Notifications M Accept Broadcast Messages M Include in System Dial By Name Directory Make Number Private Fax Support C None Redirect Inbound Fax Calls to Site Fax Extension This Extension ls Connected to a Fax Server 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 Direct Inward 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 N
251. er 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 O O O O O O O O O O o oO oO o o o Verify that you have obtain all licenses and license keys for your planned installation ShoreTel 11 1 19 Planning and Installation Guide 20 Phase 4 System Load and Configuration Chapter 1 Getting Started Task Date Completed 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 ve
252. er 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 142 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 Shorelel Chapter 10 Server Requirements Planning and Installation Guide c Shoreline Data temp c Shoreline Data Database ShoreTelCDR c Shoreline Data Database ShoreTelConfig cAShoreline 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 Shore Ware This will also result in a corrupted database if you perform nightly backups 10 8 Installing Mic
253. erical 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 ShoreTel 11 1 217 Planning and Installation Guide Chapter 15 Legacy Integration 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
254. erver 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 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 Internet Information Server IIS Default Web Site The web site for ShoreWare Director is lt server_name gt 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 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 gt Options gt Privacy tab gt Advanced gt Override automatic cookies Always allow session cookies 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 Workgroup Mode The server should be configured as a Workgroup rath
255. es 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 Packet Loss Lost packets can occur on the IP network for any number of reasons Packet loss above 196 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 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 4 5 1 9 4 5 2 9 4 6 9 4 6 1 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
256. 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 lt FilesMatch MX cgi shtml pl asp php gt SSLOptions StdEnvVars lt FilesMatch gt lt Directory C xampp cgi bin gt SSLOptions StdEnvVars lt Directory gt 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 ShoreTel 11 1 297 Planning and Installation Guide Chapter G Installing and Configuring Reverse Proxy Servers for ShoreTel this when you mod_ssl sends this only for keep alive for Similarly one BrowserMatch MSII lt VirtualHost gt 298 This forces an unclean shutdown when the connection is closed i e no SSL close notify alert is s
257. f 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 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 Name 1 United States of America Canada France Italy Germany Spain United Kingdom Australia iO MOAT ND mM BY WwW bv Hong Kong o Malaysia e Re Singapore N Brazil w Netherlands P New Zealand UA Portugal a Ireland Belgium Table 9 12 Countr
258. g and media encryption 131 team DUUGING es cese ey doce e HR RES EFE E RR e 16 team for monitoring cut over 0 5 255 telco cable centrar 198 telephone patch panel 0 000000000 198 Telephone requirements 0 0000000 eee 50 telephone requirements determining 51 telephone service ordering 000505 76 telephones testing 0 0 eese 254 telephony endpoints providing access to 280 Telephony Features call recording calo m RR ERS EE ER Rs 180 InterCOHY 22 3 Baye AS REX RR uo ER 179 Make Me conferencing s esses 181 Music on Hold 2 2 0 0 pra eee ee eee 178 Might Dell iue stets ss epa eee Bod Sees 179 overhead paging 000 000 eee 179 paging groups 0 00 179 telephony features enterprise 00 178 teleworker sites llle een 50 51 Teleworkers check box 0 000000 esses 228 teleworkers telephony needs 4 103 temperature Operating i 2xeescnckenes ka we RR Ede 151 SIOTA BE iig uos id age adds 151 terminal servers sitos e 51 Citrix and Windows 000 eee eee 277 terminal services 00 0 n cece eee ee 141 310 Index terminal services for ShoreTel clients 141 ti amp tf nkIng eie hoe Paka eas e A RERO RA 75 Time Services SNIP uiia p Saved mate EEG 126 toll quality voice 0 0 eee eee 108
259. g Groups Paging Groups total 300 system Paging Group Members 300 system Max of simultaneous 100 server pages Account Code Account Code per system Account Code per system Call Detail Record Storage 1 5 GB 500 000 workgroup calls OR MySQL has 1 5 million extension to extension calls OR a capacity of 64TB 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 Table 2 2 ShoreTel 11 1 ShoreTel System Capacity 43 Planning and Installation Guide Chapter 2 System Overview Component Capacity Notes ShoreTel Communicators 10 000 total ShoreTel Communicators 1 000 per server Personal 10 000 Professional 10 000 Workgroup Agent 300 Workgroup Supervisor 128 Workgroup Agent server 300 per server 300 per system Workgroup Supervisor 128 per server server 128 per system Operator 200 250 monitored extensions maximum ShoreTel Communicator for 1 000 Per system Mobile 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 32 extension Vo
260. g 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 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 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 ShoreTel 11 1 53 Planning and Installation Guide Chapter 3 Planning and System Design 3 4 1 54 To
261. gacy Integration 15 6 15 7 15 8 204 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 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 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 shou
262. gits that is lt ANI gt lt DID DNIS gt 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 lt DNIS gt lt ANI gt lt DID DNIS gt 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
263. h 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 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 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
264. h data rack shelf and modular patch panels can be page 198 purchased from most major electrical suppliers 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 RUS the switch occupies OShoreTel em ION TO REDI F ELECTRIC SHOCK DO RTS INSIDE Y E ShoreGear 120 Model Number Label ShoreTel 11 1 191 Planning and Installation Guide Chapter 14 Site Requirements and Preparation 14 3 14 3 1 14 3 2 192 Refer to Appendix H for a information on all ShoreGear switches including capabilities connectors and LED behavior Voice Switch Requirements This section includes requirements for mounting the ShoreGear voice switches along with other switch related requirements and specifications 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
265. he 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
266. he auto attendant If the operator does not answer a backup operator provides coverage using the operators 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 operators 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 operators personal computer to remain connected with Microsoft Outlook running on it 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
267. he 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 ShoreTel 11 1 275 Planning and Installation Guide Chapter D Enabling Internet Access to ShoreTel Communicator for Web 276 Shorelel APPENDIXE 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
268. hile 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 non dialable 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 wi
269. horeTel 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 HO server hardware will not support the 64 bit version of Windows Server 2008 R2 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 ShoreTel 11 1 Disable Active Directory and Distribute d Database if enabled Backup the existing ShoreTel data files Backup the existing ShoreTel databases Record the IP address gateway IP address netmask value and other network parameters of the current server Bring down the current system and Install Windows 2008 R2 on new hardware Set the network values on the new server to match what was recorded from the old server Prepare the new operating system with the necessary components Application Server Role Services Web Server Role Services SMTP Server etc Copy the Shoreline Data backup in the proper location Install ShoreTel 11 on the new platform 235 Planning and Installation Guide Chapter 17 Server Installation 17 3 2 Existing DVS server hardware will not support the 64 bit version of Windows Server 2008 R2 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Backup the existing ShoreTel data files Disable Distributed Database if enabled Record the IP address gateway IP address netmask value and other network parameters of the current D
270. iagnostics 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 ShoreTel 11 1 145 Planning and Installation Guide 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 Chapter 10 Server Requirements ShoreWare requires the installation of SMTP Server Figure 10 6 displays the Select Features Installation panel Description x i Select Features c Select one or more features to install on this server Confirmation Features Progress _ BITS Server Extensions Results Desktop Experience Group Policy Management Internet Printing Client Internet Storage Name Server LPR Port Monitor Message Queuing Installed Multipath I O Network Load Balancing Peer Name Resolution Protocol OOOBOOOOOoO Remote Assistance Removable Storage Manager RPC over HTTP Proxy E JOO A E C SNMP Services C Storage Manager for SANs More about features Connection Manager Administration Kit Quality Windows Audio Video Experience Remote Differential Compression Remote Server Administration Tools Installed SMTP Server supports the transfer of e mail messages between e mail systems Figu
271. ialing call routing and digit manipulation capabilities of the ShoreTel system The information in this chapter is particularly useful for administrators of larger multisite installations 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 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 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 Configuring Internal Numbers In a ShoreTel system where users dial internal numbers without an
272. ice Switch Capacity Media streams switch No 60 encryption Media streams switch 60 encryption Media streams switch 40 SRTP Media streams switch 30 SRTP authentication G711 Limits for VMB 9 G729 Limits for VMB 5 BAA Simultaneous of 60 calls Voice Switches Simultaneous of calls SIP 60 Ringing Voice Switches G711 Simultaneous of calls SIP 0 Ringing Voice Switches G729 Table 2 2 44 ShoreTel System Capacity Shorelel Chapter 2 System Overview 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 Maximum number of number of Maximum BHCC Maximum BHCC users per users assigned Maximum per server per server System per Server System BHCC Reports run outside Reports run during business hours business hours Small 500 500 5 000 1 000 Not Recommended Medium 2 500 1 000 25 000 5 000 1 000 Large 10 000 1 000 50 000 10 000 5 000 Table 2 3 System and Service Capacities NOTE Busy Hour Call Completion BHCC includes all traffic that can occur in
273. ice 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 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 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 applic
274. ich 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 users 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 ShoreTel 11 1 299 Planning and Installation Guide 300 Call Waiting Tone The tone that is presented to a user with call waiting when a second call arrives Caller For documentation purposes an outside caller a person calling the telephone system from outside See also End User CallerlD A technique for transmitting the calling party s telephone number and o
275. icipate 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
276. idth or connectivity The PSTN failover option must be explicitly enabled for each user and bypasses the callers 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 ShoreTel 11 1 27 Planning and Installation Guide Chapter 2 System Overview 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 database After two hours the distributed server deletes the data and logs an error to the local servers 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
277. ifies 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 l Checks call permissions for the callers user group to determine if an account code must be collected ShoreTel 11 1 97 Planning and Installation Guide Chapter 7 Network Call Routing 7 3 3 98 2 Ifuser 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 callers 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 a
278. igits collected on tandem calls The concatenated set of digits is then used in outbound trunk selection for the tandem call 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 ShoreTel 11 1 75 Planning and Installation Guide Chapter 5 Trunk Planning and Ordering 5 5 5 6 5 6 1 76 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 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 El PRI form b
279. igure ShoreTel System The ShoreTel System dialog box appears In the ShoreTel System dialog box click the Outlook tab 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 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 re registered 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 ShoreTel 11 1 247 Planning and Installation Guide Chapter 18 Desktop Installation 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 Step 2
280. iiim ee ae RUE HR TRUE e RR ba hae o 158 12 3 5 AMIS Protocol Support 2 0 0 0 e 159 12 3 6 SMDI Protocol Support oooccococcoc hr 159 12 3 7 Find Me Call Handling lsseseseeeeeeee eens 160 12 38 Call Sender asi oce eee ie it grund pote 161 12305 TIME STAMPS So edu decedente tbe de boost EAE d oit Rosas e Td 161 12 4 Planning Fax Handling ia AND ARAS Ce eRe 161 12 41 Using FAX Servet iia o RR ERR DERE RUE UI GUN SER here e P doe Oe pe 163 12 5 Private Numb fS sitiar ode RTS oes ARS CR ETE 169 12 6 Automated Attendant lt 5 26s seeks 440s me ERR SEHE RR ER ie 169 12 7 Call Handling Delegation 62k cn csc ety pave RR eR EE REG 170 12 8 Communicator for Weba esset eb ekee uer REESE EET Ed aai ees 170 12 9 Bridged Call Appearatices 2 cr rk Rr RR Rn nha 170 12 9 1 Switch Support for Bridged Call Appearances 0oooccoccoocoo cc 171 12 I0 Blunt Groups ira ere RS EUER ERREUR EV www ed 171 12 10 1 Hunt Group Busy State lise 172 12 10 2 Configurable Hunting arap aea a a a D aE e 172 12 10 3 Hunt Group Applications 0 0 0 0 0 eee eens 172 LLIL Pickup GPONDS eve e adeo nae RAE SMR RS EPA SCR dl CA E SRG 174 12 12 Workgroups isa Dada Eye de onde add acu Ab RE Qd da Ad E d RUE d thawed 175 1212 1 Agent Multiplicity 040s tench ive cee VRE AES PLEX ERG eu xad es 175 12 12 2 Call Monitor and Barge In 1 e 176 12 15 ShoreTel Communicator auos bescka c s e RR Ye ERA RC dos deas 1
281. ilbox 248 Extension only 0 0 cee eee eee 248 Mailbox only oie caunedech RIA EUROS ER 248 User Licenses purchasing lesse sess 249 User Licensing i es RA ERR RO E eux 248 User training completing before cut over 260 using a fax server 0 2 cece ees 163 using toolbar shortcuts training topics covered 261 utilization hard disk space oooocooooooooo o 138 variation of latency jitter 0 0 00 o 116 velcro strap nde oim Mae e soe g Nek ad 151 Vendor Specific DHCP Option 156 229 ventilation requirements 0 04 193 vertical service code dialing 000 86 Vertical Service Codes 00 0 96 viewing IP address range for a site 227 virtual LANS iie ag aha a aoe PY 118 Virtual Private Network VPN 0 0 127 virtual training program 0 00 ee 259 VLAN Assignment 00 00 0200 000 5 125 Voice Communications System Analysis 17 voice encoding 0 eee eee eee 103 PAS EE eh MIR e Rao esa 133 Voice encoding scheme 000 000 ee 109 voice mail i21 ee bean RR Rue 156 COM pott y be Us e Vio Herc bee E 208 message waiting light s esses 206 NOUMMCATON vous eR ae Seeks ye BA oe 207 voice mail integration 00 00 eee eee 205 voice mail storage 62 eee eee 138 voice mail
282. 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 task based 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 e 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 e Quick Install Guides for each ShoreGear switch e ShoreTel Conference Bridge Quick Install Guide e Quick Install Guide for each ShorePhone IP phone User Documentation End user documentation is installed
283. ing and Installation Guide 4 3 1 4 3 1 1 4 3 2 4 3 3 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 Trunk Considerations An auto attendant menu can be reached through analog loop start digital loop start and T1 El 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 wink start or T1 El 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 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 users telephone This allows caller ID information to reach the users 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 After Hours Call Routing For
284. ion 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 38 Shorelel Chapter 2 System Overview Planning and Installation Guide 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 telephon
285. ion 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 ShoreTel 11 1 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 p
286. ional 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 users 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 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 routers implementation of cRTP does not increase the latency or jitter of the voice traffic since this can have a negative impact on v
287. ions 0 0000 cee s CHAPTER 4 ROUTING CALLS 41 Recommendations 0 00 eee ee 4 2 Hunt Groups 4 RR LR E ER REPRE bos EX RR i 4 3 Direct All Calls to an Auto Attendant 4 3 1 Trunk Considerations socs erreser reeniri rad eese 4 3 2 After Hours Call Routing 0 00 0 eee eee 4 3 3 Example of Auto Attendant Call Routing 4 4 Direct All Calls toa Live Operator 4 4 Trunk Considerations naasse 00 0 eee eee 4 4 2 After Hours Call Routing 2 2 2 0 sees ee eee 4 43 Example Using Hunt Groups 00 0000 e eee 4 4 4 Example of Operator Call Routing 0 4 5 Direct All Calls to Extensions 4 5 1 Trunk Considerations 0 0 0 eee ee 4 5 2 After Hours Call Routing 00 00 00 eee eee eee 4 5 3 Example of Direct Inward Dial Call Routing 46 Blended Call Routing 3 2406 44510s 04004a000 5 4 61 Trunk Considerations 0 00000 4 6 2 After Hours Call Routing 00 00 00 sese 4 6 3 Example of Blended Call Routing 005 4 7 Analyze Outbound Call Routing GShorelel Planning and Installation Guide CHAPTER 5 TRUNK PLANNING AND ORDERING 67 Il Checklist erret enio na aS eek ea Resa EI ea EPI way Ne NE AE 67 5 2 Reconmimendatiolis s vo AY quet C DRE EP EE OIN OE diode 67 5 3 Reviewing and Selecting Trunk Types
288. ired for Enterprise Edition Details 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 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 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 Shorelel Chapter 18 Desktop Installation Planning and Installation Guide 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 Accoun
289. ires 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 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
290. istrative 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 260 Shorelel Chapter 20 Training Planning and Installation Guide 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 part
291. k 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 ShoreTel 11 1 83 Planning and Installation Guide Chapter 6 Dialing Plan 6 3 2 1 84 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 an
292. l 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 OV O O O O O O O O O O O O O O O O O oO O O o o o o o ShoreGear scheduled installation date Shorelel Chapter 1 Getting Started Planning and Installation Guide Phase 3 Resource Scheduling and Tracking Task Date Completed Participate in the Phase 3 conference call Verify Telco order is on schedule Verify phone order is on schedule Verify power ord
293. l QuickDialer Call Handling Mode Standard In a Meeting Out of Office Extended Absence Custom Personalized Call Handling Find Me Voice Mail Escalation Workgroups Telephony Conferencing SoftPhone Sounds Language Figure 13 1 Outlook Contact Import Import contacts from Outlook Open Outlook contacts when calls arrive Voice Mail Attach Wave File to message when moved to different Folder Delete voice mail when message is moved to different Folder Voice Mail integration with Outlook is not currently installed Calendar Use Outlook appointments to change Call Handling Mode Calendar integration with Outlook is not currently installed Import Options Install Install 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 Ca zi 2 7 titled Appointment Appointment Insert Format Text Developer i 3 Calendar Bu z EE O Recurrence 5 ABC rem u 5 mW X Delete mi zs Q TimeZones Bee pazos D Formers amine 7 a Sas mires II conan 920 Actions Ow Options Proofing Subject Figure 13 2 Microsoft Plug in Call Handling Modes Drop down ShoreTel 11 1 Call Handling Mode ShoreT
294. l 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 ShoreTel 11 1 225 Planning and Installation Guide Chapter 16 IP Phone Installation 16 3 16 3 1 16 3 2 16 3 3 226 Preparing Your ShoreTel System for IP Phones This section provides the information you need to prepare your ShoreTel system for IP phones 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 I
295. la RR ERG 103 issues with voice traffic esses 114 Italy supported features slsss lessen 105 ral cid Data 103 109 114 and latency corra ed ia 116 changing buffer size oooooccoooccooooo o 116 compensating for 00 00 00 eee eee eee 116 underflows eee cR e Rep 116 jitter buffer non configurable 0 116 jitter for voice switches 0000 cee eee 116 K K56FlEX V 90 A Me Ee Ae ON Oe 104 key components cabling voice network 197 key considerations addressing osse pew ds eee E RES 108 bandwidth i 2 olei ieeb6e been 108 service levels i e RS Rae ee s 108 L L2F and tunneling 2 al bed 128 L2TP and tunneling era kaana i aE 128 language codes coco 125 Language Licenses Sess S Wu RS 249 LAN Sesto bhi OA thal i Me 117 lateney sca tog aging s REO gba ee DEN ETWAS 114 115 end tosend i eer FREIER ONE Vp 115 traversing switch 0 0 0 0 ee eee eee 115 latency and jitter requirements 109 Layer 2 IP Precedence coco ees 109 Layer 3 DiffServo eee eed ege re RED ESAE 109 ShoreTel 11 1 Planning and Installation Guide Layer 4 UDP45004 Meira Ceci 109 Layer2Taggifig kl pepe PEE EE 126 leased Tl and WANS 0 00000 eee 121 legacy integration External Voice Mail Configuration 214 ShoreTel Voice Mail Configuration 214 legacy PBX estt ette e te ae 203 legacy systems ctas epe de
296. lated 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 Shorelel Chapter 2 System Overview Planning and Installation Guide 2 6 3 2 6 4 2 6 5 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 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 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 automatica
297. ld 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 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 Ina 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 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide 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
298. le 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 El PRI trunks For more information on configuring outbound caller ID please refer to the ShoreTel Administration Guide 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 d
299. ler s Emergency Service Identification CESID Outgoing Trunk Groups Access Code Analog Loop Start 9 Digital Loop Start 9 Digital Wink Start 9 New Trunk Group 9 OSE PRI 9 PRI 9 Remote PRI 9 P n r Figure 15 9 Creating a user group for legacy users 218 ShoreTel Chapter 15 Legacy Integration Planning and Installation Guide 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 0 00 Wow Copy Sue Delete Reset Helg modified w General gt Personal Options p Distribution Lists Refresh this page First Name Daffe Last Name Duke Number hsz License Type Mailbox only y Caller ID fe g 1 408 331 3300 IV DID 1408331 37 921 DID Range 14083313921 3940 PSTN Failover None y
300. 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 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 No HG pe HG StackSize n HG Members n 5 No BCA_ Monitoring _ Lines S80 al 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 HG1 HG2 BCAs Total 4x4 8x3 10x4 2 60 16 24 20 60 Shorelel CHAPTERS 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 Planning and System Design Checklist 3 2 Recommendations The following recommendations will assist you in designing your new voice
301. ll amp zs zeli o rodada 96 all CaS ics ace eh oe ir mex Radeon 96 commas or semicolons 0 00000 97 intemal only sii Sie ens iy ERI Ed 96 Wild Cards ronca ade 97 Call permissions parameters International Long Distance 96 L calOnly eie eee ees ie RP 96 National Long Distance 0000 96 call permissions restrictions 0000 96 call routing alter hours conc rim REN aes 51 59 auto attendant ore e e eee s 51 blended X sss ed pte oe eee nak hast wee R 62 DID ci a Ud PAP pde 61 laci m 60 call routing and call distribution training topics covered 261 call sender is ee eed deed end 161 call volume estimates o o oooooooooooooomo oo 203 caller ID DAME osos oix e SEE UO ERREUR RE nes 73 HUMBET 5 sce cack adn x EE WEN Rc de en 73 outbound ex vu e wa exp Eres ad Grave pos s 75 caller ID information collect s Ce eroe lo re aeo E 57 caller ID number international support for 105 canonical format converting to 85 canonical format external numbers 84 Carrier Select numbers 0 0000 cece eae 96 Category 5cabling 00 0 eee ee 196 CD player circa 197 centralized applications 000 277 Centrex lines sod toI Sako Eds 68 69 Channel Service Unit CSU 00000 196 checklist for trunking cut over 000 254 checklist installation
302. ll 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 ShoreTel 11 1 259 Planning and Installation Guide Chapter 20 Training 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 admin
303. lly 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 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 bandw
304. ls 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 ShoreTel 11 1 177
305. lt 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 networks DHCP server for addressing In addition to its address and standard network addresses the DHCP servers response also provides the following 228 ShoreTel server address The ShoreTel servers address is used to access and download the latest telephone application software and the configuration information for the ShoreTel system Shorelel Chapter 16 IP Phone Installation Planning and Installation Guide 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 servers address must be provided to the phone as a vendo
306. m 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 phones current IP parameters setting by entering a key sequence from the phone keypad To display the phone s IP parameter settings Step 1 With the phone on hook press the MUTE key followed by 46364 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 keypad To reset the phone Step 1 With the phone on hook press the MUTE key followed by 737384 RESET The phone will reboot 272 Shorelel D 1 D 2 D 3 APPENDIX D Enabling Internet Access to ShoreTel Communicator for Web
307. mailbox 249 Physical Requirements ShoreGear voice switch 192 pinouts conn ectOES rosita ve RT epe b es 198 planning cesser pae heh rA ERES 16 dialing configuration 000 00 82 planning fax handling 000 00 161 planning recommendations 0 49 planning voice switch installation 149 poor voice quality causes 0 0 0 0 0 eee 114 POLE 2440 bi ias 274 Power and Heat Dissipation ShoreGear voice switch 193 Power Cabling ii mes ORARE when he deed 195 power cord protecting 0 000 eee 269 power failure ocio aaa rd dad 105 power loss IP phones ooooocococoococcoococo oo 118 PPTP and tunneling 00 00 00 000 128 preparing users for ShoreTel implementation 259 preventing fire or shock hazard 269 PRItr nkS eot a eked eee ese cal 71 PRI and calling number information 202 prioritizing voice traffic o ooooooooocoooooo 109 private numbers not in System Directory 169 proxy products web access esses 273 PFOxy Hes le cage ewes ead sae Dea aes ke 84 ProxyPass directive 0 0 00 esses 275 PSTN Services Loose Rae Races E Mara d etg eaa 204 PSTN delay in the 2 or da 116 public key infrastructure encryption 128 punch down blocks 0 0 0 0 0b eee eee 198 purchasing a language license 249 Q
308. 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 O Recommendations page 15 O Assembling the Team page 16 Q ShoreCare ControlPoint page 16 Table 1 1 Getting Started Checklist 1 2 Recommendations The following recommendations help ensure that your planning and installation of the ShoreTel system proceeds smoothly e 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 e 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 prepari
309. 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 24 N A monitoring the same extension Stack size extensions 24 24 N A 24 Total members on all extensions 16 N A 80 N A Table 2 5 Feature Capacity 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 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 gener
310. ministration gt Users gt Individual Users gt from the main menu then click on the name of the desired user modified General gt Personal Options Distribution Lists gt Workgroups Refresh this page First Name omn Last Name EXT Number os5550 License Type Extension and Mailbox gt Caller ID eg 1 408 331 3300 Iv DID 31409331 5 917 DID Range 14083313916 3939 PSTN Failover Honey User Group Executes y Go to this User Group Site HeadQuarters y Language English uK y Home Port a g French Dutch Spanish CALA Danish Italian Swedish Chinese Simplified Horwegian Current Port Jack Figure A 4 Language set at User level In language priority a wrkgroup 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 a
311. n Control feature see Section 9 4 8 on page 119 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 Shorelel CHAPTER 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 C Hardware Requirements page 138 CQ Hard Disk Space Utilization page 138 Q Software Requirements page 139 A Software Installation page 139 QC 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 ShoreTel 11 1 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 real time voice applications such as voicemail may not have adequate system resources ShoreTel
312. n 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 caller
313. n provides easy to use cost effective audio and 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 intui
314. nager UDP 5443 UDP 5445 Bandwidth Admission Manager Control UDP 5445 Admission Control UDP 5446 DRS keepalive HQ Media Stream UDP 5004 UDP 5004 UDP 5004 Director RTP RTP RTP Server if dynamic if dynamic if dynamic 1024 65535 1024 65535 1024 65535 HQ RPC TCP 111 TCP 111 Director Connection RPC Port RPC Port Mapper Server Negotiation Mapper UDP 111 UDP 111 RPC Port Mapper RPC Port TCP 135 Mapper MS RPC Port Mapper HQ Configuration TCP 1024 Director Control 65535 Server Firmware download HQ Maintenance TCP 5555 TCP 5555 TCP 1024 65535 Director Diagnostic Diagnostic RPC Quicklook Server ipbxctl phonectl Table 9 3 Port Usage 112 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide Destination Device Originating Device Traffic Type HQ Director IP Phone SoftPhone DVM Server Server HQ Distributed TCP 25 SMTP Director Voice Mail Voice Mail Server transport HQ Voice Mail TCP 25 Director Notification SMTP Server HQ CDR TCP 3306 Director CDR Server archive on remote server Other Call Control UDP 5060 SIP Other Media Stream UDP 1024 65535 RTP for SIP Other Configuration UDP 68 UDP 68 TCP 80 Control DHCP Client DHCP Client HTTP Director Other Maintenance TCP 23 TCP 23 TCP 80 Telnet Telnet HTTP Quicklook UDP 161 SNMP Table 9 3 Port Usage 9 4 2 3 Bandwidth in the LAN For LAN calls using the voice switches 10 msecs of
315. nal Access Pentium 3 800 MHz Pentium 4 1 6 GHz No Presence supported Communicator with Professional Pentium 4 3 0 GHz Pentium 4 1 6 GHz 1 Event Second Access with HT or Dual Core 1 6 GHz Communicator with Agent Supervisor Pentium 4 3 0 GHz Pentium 4 3 0 GHz 1 Event Second Operator Access with HT or Dual Core with HT or Dual Core lt 40 extension presences 1 6 GHz 1 6 GHz Operator Access lt 500 extension presences All Versions VGA Video Communicator with Agent Supervisor Dual Core 1 6 GHz Dual Core 1 6 GHz Dual Core 1 6 GHz Dual Core 1 6 GHz 1 Event Second 1 Event Second All Versions XGA Video Core 2 Quad 2 4 GHz Core 2 Quad 2 4 GHz 1 Event Second Table 13 2 Communicator Version Disca Vista Vista Client Device Hardware Requirements RAM Vista Available RAM Vista Communicator with B GB E GB 1 GB 1 GB 1 GB 2 GB Pa GB 100 100 Personal Access MB MB 150 22 MB Communicator with Professional Access Communicator with Agent Supervisor Operator Access 40 extension presence Communicator with Agent Supervisor Operator Access 500 extension presence 150 MB 150 ee MB All Versions VGA Video 150 EE MB Al Versions XGA Video a Disc space requirement is for installation on a system without NET Framework installed previously Once installed Communicator requires
316. nalog DID trunks 0 0 0 0 sees 70 analog phone requirements 2 0004 105 analog Service i p EIUS ae eee ES 76 Analog Telephone and Trunk Cabling 196 analog trunk port setup n se ues 00 0000 eee eee 210 analog trunk ports 1 1 2 0 0 00 0 eese 104 analog wink start trunks 0004 61 70 AN rne Rats erect on igh Seats ERE cage vee E Ye RACE YS 74 APSTOO ati ettet eh oe eq 104 Apache Server ii rv peel ue eee eae 273 Apache Server installing and configuring 273 applet o dio ee bila eee 245 area code configuring for a user 245 area codes local lidad 85 ATM hd els tua X Bae rob 114 Attach Voice Mail to Message when Moved 246 Audio Input Music on Hold Cabling 196 audio output c ev nce A re 197 Audio Output Paging and Night Bell Cabling 197 authentication sea stes e etr e aA 127 Auto Attendant Call Routing lees less 57 auto attendants multiple 0004 107 Automated Attendant 0000 169 Automated Call Distributor ADC calls 203 Automatic Call Handling installing 246 Automatic Number Identification 61 Automatic Number Identification AND 74 Avaya BBX aee ca obest eot ttem e 221 avoiding exposure to rain or moisture 269 B bandwidth WAN La cid erc Aedui e iei e 114 bandwidth calculations
317. nation 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 172 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 3 Distribution 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
318. nce 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 multiline 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 Shorelel Chapter 8 Telephone Planning and Ordering Planning and Installation Guide 8 6 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 users phone Each user can have a unique ring tone and ring tones must be in the wav file format Plea
319. ncluding 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 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 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 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 phones 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 O
320. nd 4094 E g the following would enable VLAN tagging using a VLAN id of 10 FtpServers 192 168 0 13 Layer2 Tagging 1 VlanId 10 Time Services When IP phones are used time services must be available to maintain the telephones date and time display This requires a server that supports the Simple Network Time Protocol 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 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 192 43 244 18 NCAR Boulder Colorado time nw nist gov 131 107 1 10 Microsoft Redmond Washington nistl symmetricom com 69 25 96 13 Symmetricom San Jose California nist1 dc glassey com 216 200 93 8 Abovenet Virginia nistl 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
321. nd 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 ShoreTel 11 1 265 Planning and Installation Guide Appendix A International Planning and Installation A 4 1 A 4 2 A 4 3 A 4 4 A 4 5 266 Single Extension Plan Across the global voice network all extensions must be unique and cannot overlap 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 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
322. ne 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 lIf 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 agents 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 th
323. ng and Installation Guide Chapter 17 Server Installation 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 Shore Ware Director after upgrading NOTE When installing ShoreWare 11x on Windows 2008 32 bit you must launch Setup exe using Run as Administrator Upgrading Servers Running ShoreWare Versions Back up Databases Uninstall the ShoreWare j and Folders to a Sarvet Software Storage Device Spare o Pone Configuration Database Dialata thoes Folder Upgrade the Server OS to Software VUE fee Shoreline Communication Windows Server 2008 Shoreline Data Folder Shoreline Data X except the Call Records2 FTPRoot Folder Ensure these Windows Components are Restore the Backup Configured Databases and Folders Application Server Role Re install the ShoreWare Services Server Software Configuration Database Web Server Role Services CDR Database SMTP Server Shoreline Data Folder FTP Server Figure 17 3 Upgrading Servers Running Previous ShoreWare Software Step 1 Upgrade the ShoreTel Server
324. ng 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 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 a
325. ng 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 ShoreTel 11 1 15 Planning and Installation Guide Chapter 1 Getting Started 1 3 1 4 16 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 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
326. ng 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 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 users 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 ShoreTel 11 1 69 Planning and Installation Guide Chapter 5 Trunk Planning and Ordering 5 3 4 5 3 5 5 3 6 70 ESF or D4 framing formats B8ZS or AMI line coding Analog Wink Start Trunks Analog DID Analog wink start trunks allow external callers to dial a users 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 outboun
327. nitor 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 LANA 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 LANI and LAN 2 to separate Ethernet switches To protect against port or cable failure connect LANI and LAN2 to separate ports on the same Ethernet switch
328. now 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 P110 e P115 P210 P212k P230 P265 P530 P560 IP560g e IP565g Table 9 15 Platforms Supporting Media Encryption ShoreTel 11 1 131 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 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 th
329. ns 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 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 Shorelel Chapter 6 Dialing Plan Planning and Installation Guide System Parameters Help 5 Reset Edit Dialing Plan Lose ese EXT Refresh this page Number of Extension Digits 4 Increase Extension Length Dialing Plan Digit Reservation o o Extension Prefix 3 Digit d Extension Prefix 4 Digit Extension Prefix 5 Digit Extension Prefix 6 Digit
330. ns 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 Memory and Processing Each ShoreGear voice switch has the same memory and processing see table below Shorelel Chapter 14 Site Requirements and Preparation Planning and Installation Guide 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 SG 120 24 SG 60 12 Port Connector SG 40 8 Power 110 VAC 110 VAC Ethernet 2 RJ 45 2 RJ 45 Analog telephone trunk RJ 21X male 0 2 000 feet Digital trunk RJ 48C T1 trunk mo
331. ntation 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 ShoreTel 11 1 273 Planning and Installation Guide Chapter D Enabling Internet Access to ShoreTel Communicator for Web D 3 1 D 3 2 274 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 Example 1 HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHEHHHHHHHHHRHHHHHHHHHHHHRREE 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 TRAE E AEE AE AP aE AE aE AR aE aE AE AE AE AE A EE AE FE aE aE AE Ba AE a EE Ea a EE a Ea
332. nticate 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 294 Shorelel Chapter G Installing and Configuring Reverse Proxy Servers for ShoreTel Communicator for iPhone Planning 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 ports instead of the default See also the lt VirtualHost gt directive prevent Apache from glomming onto all bound IP addresses Listen 5500 Listen Allows you to bind Apache to specific IP addresses and or Change this to Listen on specific IP addresses as shown below to Step 2 Verify in httpd conf
333. ntilation upgrade is complete Verify new phones and headsets have been delivered Verify your System Administrators have been trained O O O O O O O O oO O o o o o o o Schedule training for your Operators and Workgroup s Shorelel Chapter 1 Getting Started Planning and Installation Guide Phase 5 Installation Readiness Review Date Task Completed 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 D COIDODocODUIC DO OO Script and record all Auto Attendant and department voice mail greetings ShoreTel 11 1 21 Planning and Installation Guide Chapter 1 Getting Started Phase 6 Cut Over Task Date Completed 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
334. nts 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 gt 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 ShoreTel 11 1 263 Planning and Installation Guide Appendix A International Planning and Installation Refresh this page Name Remote Ste Country austria E Language Parent Headquarters y Figure A 1 Language set at Site level To access the Edit Workgroup panel select Administration gt Workgroups from the main menu then click on the name of the desired site E ew ew Save Deiete Rest He modified ERS ns Refresh this page Narne Spain Saes Extension esses Backup Extension ss8 55677 INFO PROV Search DID Iv 120896 7 21325 DID Range 14089621320 21334 DNIS Edit DNIS Map User Group Eecuies y M Mailbox server Ha Se
335. nu access to common features 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 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 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 b
336. ny 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 Electrical Safety WARNING Do not take chances with your life Follow these guidelines carefully ShoreTel 11 1 269 Planning and Installation Guide Chapter B Regulatory and Safety Information 270 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 Shorelel C 1 APPENDIX C IP Phone Configuration
337. o 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 IETE 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 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 su
338. o 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 T
339. o 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 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 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 Shorelel Chapter 11 Installing ShoreTel Voice Switches Planning and Installation Guide Step 4 If applicable connect the music on hold source to
340. ode before installing Outlook integration features 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 Offline Call Handling ShoreTel 11 can integrate with Microsoft Outlook 2007 to allow Offline Call Handling Modes CHM Once configured a users CHM will automatically change based on the users 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 ShoreTel Communicator Integration with Outlook Implementation Outlook integration may be installed from ShoreTel Communicator when the user Shorelel Chapter 13 Desktop Requirements Planning and Installation Guide 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 Options and Preferences Genera
341. of registered jacks and cabling developed originally by AT amp T to standardize the cabling between the telephone and the telephone company lines Service Provider Interface SPI An interface between the operating system and the telephone hardware 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 t
342. oft 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 ShoreTel 11 1 185 Planning and Installation Guide Chapter 13 Desktop Requirements 13 4 2 13 4 3 13 4 3 1 13 4 3 2 186 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 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 mode supporting multiple mail service providers and not for m
343. oftware 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 lt everyone gt Datal cab Setup exe ShoreWare Call Manger msi Shorelel Chapter 18 Desktop Installation Planning and Installation Guide 18 4 2 18 4 3 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 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 requ
344. oftware 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 ShoreTel 11 1 249 Planning and Installation Guide Chapter 18 Desktop Installation 250 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 requ
345. oice 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 2 3 2 3 1 24 Integrated Open Open Third Party Applications Applications Applications Open API Layer Distributed Applications Platform Single System Management Distributed Call Control Open Protocol Layer Tr Voice Endpoints Figure 2 1 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 VxWorks 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 ShoreGea
346. oice 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 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 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide 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
347. oice mail sessions for example server Media streams G 729 per Media server streams G 729 per server Media streams total 6 234 2 servers x 254 media streams per server Workgroups can exisit now in any DVS 100 VMB x 9 streams per VMB Voice Mail Mailboxes total 10 000 These can be distributed across the servers Mailboxes per server 3 000 Table 2 2 ShoreTel System Capacity 42 Shorelel 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 Auto Attendant Menus total 1 000 Every server has every menu Hunt Groups Hunt groups per switch 8 Total hunt group members 16 per switch Workgroups Workgroups total 128 Members per workgroup 300 Top down round robin and longest idle hunt pattern WG Agents total per 300 system WG Agents 16 Simultaneous ring Calls in Queue per Queue 254 server Overflow is directed to the workgroup backup extension BHCC system without Large HW See Server HW specs for size amp traffic considerations reports during business hrs 10K Med HW 5K Small HW 1K BHCC system with reports Large HW See Server HW specs for size amp traffic considerations during business hrs 5K Med HW 1K Small HW not supported ShoreTel Communicator Max of PCM s in WG 300 server Pagin
348. oice 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 Linear G 711 ADPCM G 729a G729a Voice data 20 640 320 160 80 4 20 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 PPP header 5 5 5 5 5 5 Total bytes per 685 365 205 129 65 75 packet Table 9 5 WAN Bandwidth Bytes ShoreTel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 4 3 Linear A Broadband Linear G 729a G729a Bandwidth for 256 Kbps 128 Kbps 64 Kbps 32 Kbps 8 Kbps 8 Kbps voice only Bandwidth 284 Kbps 146 Kbps 82 Kbps 52 Kbps 26 Kbps 26 Kbps including overhead Bandwidth after 260 Kbps 132 Kbps 68 Kbps 37 Kbps 12 Kbps 12 Kbps cRTP 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
349. ol 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 68 Shorelel Chapter 5 Trunk Planning and Ordering Planning and Installation Guide 5 3 2 5 3 3 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 Analog Loop Start Trunks EMEA Analog Loop Start trunks are supported in Europe
350. old Source Ports for the new switch will be created whgfk you click Save a O 2 AAA NAAA 2 O r Iv 1 7 3 O O Iv E j OoOo o 4 4 im r Ie Co IS 5 1 5 r ri Iv J 6 a ri Iv 7 7 7 O Iv 7 7 M3 8 O r Iv E po 7 9 r E E E po J 10 m I r t AAA I 4 Figure F 1 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 286 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 Shorelel Chapter F Session Initiation Protocol Planning and Installation Guide ShoreTel 11 1 Step 6 Click Go to display a window similar to the one shown below Trunk Groups Help Edit SIP Tr
351. om a reputable manufacturer Although most phones on the market are of good quality ShoreTel recommends that you stay away from clone or low ball 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 Shorelel CHAPTER 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 POS Description Advantages of Voice Over IP page 108 Understanding the Requirements for Toll Quality Voice page 108 WAN Technology Choices page 121 IP Address As
352. omatically 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 Shorelel Chapter 16 IP Phone Installation Planning and Installation Guide User Group for Unassigned IP Phones IP Phone Announcement IP Phone Password Enable IP Phone Failover Delay After Collecting Digits IP Phone Options Hel Edit E me Lose ibi modified CIRC 2 efresh this page IP Phone Configuration Switch 1 y IP Phone Configuration Switch 2 103 Bottom 5624 y User Group for Unassigned IP Phones IP Telephones x IP Phone Announcement Shoretel6 IP Phone Password except IP 100 eee Confirm ee M Enable IP Phone Failover Delay After Collecting Digits milliseconds 1000 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
353. on 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 servers 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 servers 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 amp LTP Step 5 Right click the COM port used to connect the ShoreTel server and legacy voice mail system and select Properties
354. on Folder Click Next to install to this Folder or click Change to install to a different Folder Install ShoreTel Communicator to C Program Files Shoreline Communications ShoreWare Client Change Installshield 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 ShoreTel 11 1 243 Planning and Installation Guide EJ ShoreTel Communicator InstallShield Wizard Ready to Install the Program Y The wizard is ready to begin installation Click Install to begin the installation Tf you want to review or change any of your installation settings click Back Click Cancel to exit the wizard Installshield Figure 18 7 Ready to Install te ShoreTel Communicator InstallShield Wizard Installing ShoreTel Communicator The program features you selected are being installed A Please wait while the InstallShield Wizard installs ShoreTel Communicator This may take several minutes Status Installshield Back Next gt Figure 18 8 InstallShield Wizard Installation Status Chapter 18 Desktop Installation Step 8 Software installation is complete when the InstallShield Wizard Completed screen appears Figure 18 9 Click Finish ShoreTel Communicator InstallShield Wizard InstallShield Wizard Completed
355. on feature for each user account To configure the Fax Server Integration feature Step 1 Configure a fax server per the manufacturer s instructions Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 linh 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 Hel Users w General gt Personal Options Distribution Lists gt Workgroups Refresh this page First Name lad 1 Last Name Marketing Number Ma License Type Extension ony v Caller ID fe g 1 408 331 3300 Obi DID Range 14083451000 4083451000 PSTN Failover Hone v User Group House Telephones Y Go to this User Group W Site Headquarters vi Language Englishqus v Be Port IP Phones Pots rupe E
356. on is enabled Typically the trade off between performance and price is debated from a software based versus hardware based encryption perspective 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 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 s
357. on 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 206 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 Shorelel Chapter 15 Legacy Integration Planning and Installation Guide Trunk side Extension hl lod trunks Il CAO side Legacy voice mail system ShoreTel Server 8 SMDI Link Figure 15 1 External Voice Mail with ShoreTel as
358. ons 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
359. ons 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 File and Printer Sharing for Microsoft Networks Prope 3 xl Server Optimization Local Area Connection Properties 2 x General Optimization C Minimize memory used Connect using EF 3Com 3C920 Integrated Fast Ethernet Controller 3C905C Configure Components checked are used by this connection C Balance C Magimize data throughput for file sharing m Client for Microsoft Networks a Network Load Balancing Make browser broadcasts to LAN manager 2 x clients E File and Printer Sharing for Microsoft M Y Network Monitor Driver psa i Description Allows other computers to access resources on your computer using 4 Microsoft network Show icon in taskbar when connected OK Cancel ShoreTel 11 1 233 Planni
360. 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 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 Recommendations The following recommendations will assist you with training It is critical that a
361. ord Refresh this page Name Long Distance Calling Scope C Internal Only Local Only National Long Distance C National Mobile C International Long Distance C All Calls Restrictions e g 1900 1xxx976 Permissions e g 1 311 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 Restric
362. ore 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 12 Click on the Personal Options tab Step 13 Click 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
363. oreTel 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 T5XX 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 ShoreTel 11 1 211 Planning and Installation Guide 212 Chapter 15 Legacy Integration 3 digit extensions 4 digit mailboxes v Trunk side Extension Analog trunks
364. orted 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 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 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 Analog Loop Loop Digital Analog Digital Start Start Loop Wink Wink T1 El N Am EMEA Start Start Start PRI PRI Inbound Caller ID Number Yes No Yes Yes Yes Yes Yes Yes Yes Caller ID Name Yes No Yes
365. orts 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 283 Planning and Installation Guide Chapter F Session Initiation Protocol 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 canno
366. 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 ShoreTel 11 1 179 Planning and Installation Guide Chapter 12 Planning Applications and Services 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 to
367. other services Confirm that cut over coverage has been assigned and scheduled Table 19 1 Cutover Checklist 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 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 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 ShoreTel 11 1 253 Planning and Installation Guide Chapter 19 Cut Over 19 2 3 19 3 19 3 1 19 3 2 254 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
368. ou must be logged on as an Administrator to make most of these changes Performance Visual effects processor scheduling memory usage and virtual memory Settings M User Profiles 1 Desktop settings related to your logon Settings Startup and Recovery System startup system failure and debugging information Settings Environment Variables Error Reporting 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 2 140 Shorelel Chapter 10 Server Requirements Planning and Installation Guide Performance Options 2 xl Visual Effects Advanced Data Execution Prevention ion DEP helps protect and other security Turn on DEP for essential Windows programs and services Turn on DEP for all programs and services except those I select Add Remove Your computer s processor does not support hardware based DEP However Windows can use DEP software to help prevent some types of attacks Cancel Appl Figure 10 2 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 Te
369. our 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 Sites ite Hew Copy Save Delete Reset Help modified Edit this record rest this page Name Newyork Country united States of America gt Language English 7 Parent San Francisco y I Use Parent As Proxy Local Area Code 212 Additional Local Area Codes E Caller s Emergency Service Identification CESID i 212 616 9111 e g 1 408 331 3300 Time Zone GMT 05 00 Eastern Time US amp Canada Eastern Standard Time y 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 Pl
370. 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 El 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 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 On Net 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 feat
371. pport 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 39 Planning and Installation Guide Chapter 2 System Overview 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 transfe
372. pports 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 ShoreTel
373. ptionally 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 companys 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 customers 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 Frequenc
374. quired by the MS patches The conservative approach is to turn off regular MS updates until you review the detailed certification provided with each release 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 Virus Protection Desktop Systems ShoreTel allows the use of industry standard virus protection software on desktop systems running the client application VMware Virtual Environment for Main and DVS Servers Versions The following versions of VMware will be supported VMware vSphere 4 ESX 4 ESXi 4 Configuration For Main Server Only High Availability ShoreTel 11 1 189 Planning and Installation Guide Chapter 13 Desktop Requirements 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 190 Shorelel CHAPTER 4 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 inc
375. r specific option ShorePhones are preconfigured to look for the ShoreTel servers 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 networks 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 ShoreTel 11 1 229 Planning and Installation Guide Chapter 16 IP Phone Installation 230 Shorelel CHAPTER 7 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 Installing Software on the Main Server Installing Software on a Distributed Server Ensuring Proper Server Performance Table 17 1 Server Installation Checklist 17 1 Inst
376. r 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 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 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 s
377. r 128 Not tested Not tested G711 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 ADPCM Tl 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 overhe
378. r 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 ShoreWare System Monitor ShoreWare System Monitor is a Windows 2003 XP service that uses SNMP to monitor statistics an
379. r Voice Switch Power and Heat Dissipation Half Width Switches Environmental Requirements The ShoreGear voice switches require that the environmental specifications provided in Table 14 8 be met ShoreTel 11 1 193 Planning and Installation Guide Chapter 14 Site Requirements and Preparation 14 3 5 14 3 6 194 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 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 Predicted Demonstrated Voice Switch 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 mea
380. r 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 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 Telephones User Telephones Conference Room Telephones Lobby Telephones Modems FAX Machines Other Anonymous Telephones Virtual Users Mailbox only Users Extension only Users Extension and mailbox Users Quanity IP Phone Use Analog Poris IP Phones Tl Channels El Channels Server Capacity 1 000 20 2 5 10 15 20 50 1096 1096 1096 1096 1096 1096 1096 900 18 2 5 9 14 18 100 2 NN Ee 1 000 20 2 5 10 15 Sub Total 1 322 965 107 0 0 1 102 Trunks Analog Trunks 10 10 3 5 T1 Trunks 24 Channels Span 2 48 T1 PRI Trunks 23 Channels Span 4 92 El PRI Trunks 30 Channels Span 0 D Sub Total 10 140 D D Total Trunks 150 Trunks Physical T
381. r 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 ShoreTel 11 1 155 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 2 1 12 2 2 12 3 156 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 switc
382. r 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 ShoreTel 11 1 203 Planning and Installation Guide Chapter 15 Le
383. r 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 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 to digital conversions in the network can have a significant impact on connection speeds ShoreTel 11 1 103 Planning and Installation Guide Chapter 8 Telephone Planning and Ordering 8 5 8 5 1 8 5 2 104 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 i
384. r 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 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 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 ShoreTel 11 1 119 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 4 11 9 4 12 120 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 reflection
385. r scenarios 2 11 10ShorePhone IP655 40 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 mo
386. r 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 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
387. rder 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 lt ANI gt lt DNIS gt Shorelel Chapter 5 Trunk Planning and Ordering Planning and Installation Guide 5 6 2 5 6 3 5 6 4 Telephone Service Order Analog Trunks Shor Tel Inc ShorGear ECC Registration Number 4ABUSA 26003 MEE Ringer Equivalence 0 58 Analog Loop Start Trunks Quantity of Trunks Protocol Loop Start Signalling DTMF Calkr ID Yes No Caller ID Format MDMF Calker ID Delivery Blocked Unblocked Analog Wink Trunks Quantity of Trunk s Protocol Wink Start Signalling DTMF Automatic Number Identification AND Yes No Direct Inward Dial DID Yes No Quanity of Numbers Block Example 100 200 Number of Digits 3 4 5 6 7 8 9 IO Dialed Number Identication Service DNIS Yes No Quanity of Numbers Number of Digits 3 4 5 6 7 8 9 IO Comments Figure 5 1 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 ANT is supported on wink start trunks ANI on wink start trunks must be delivered as lt ANI gt lt DNIS gt A channel service unit CSU is built into the voice switch T1 PRI Service
388. re 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 gt Configuration gt 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 146 Shorelel Chapter 10 Server Requirements Planning and Installation Guide er Manager Secure Socket Tunneling Protocol Se Security Accounts Manager Server Shell Hardware Detection Local Service Local Service Local Service Local System Local Service Network S Local System Network S Network S Network S Local System Local Service Local System C System Event Notification Service Local System Ch Task Scheduler a ti Local System Local Service Network S Network S Figure 10 7 Selecting SMTP Properties Simple Mail Transfer Protocol SMTP Properties TPATTANAIK320 E3 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
389. re 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 re
390. re 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 ShoreTel 11 1 183 Planning and Installation Guide Chapter 13 Desktop Requirements 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 Perso
391. res 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 Tl 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 use
392. ret ad 76 23 062 bbServiQencsiddis sure Fb AN TT 23 6 3 EPR SERVICE oi ace RR ERREUR E Xi SR Deoa M DEREN ins TT DOA Ordering Services vec aii eae ees V EVE ERREUR E Rs 77 0 65 4EDBPREServiee uires eO lores bos GORA eo ede be PREDA SERVI SIE 78 CHAPTER 6 DIALING PLAN 81 Dilo Overview 295 wa hoch veh ERAI Ease dE E a ROREM AA 8l 62 Checklist p ode d E ad ari ds carly eA a AME Du Sale RU UE 8l 63 Define Digit Collection Livia A os 81 6 3 1 Configuring Internal Numbers 0 00 0 00 ccc ene 81 6 3 2 Configuring External Numbers aan is nease a Eate ee 83 6 4 Define Digit Manipulation 2 cuore Xa oo tese thu wa sane good etate 87 6 GoOm Net Dialing osa he as Set jede A OA dod a acu Hatten que 88 65 Contig tration isc i etn i hh EIER A BE SA ON NR HR oq em 90 6 6 Quick Reference of Star Codes i i hg eh a AER nes 93 6 6 Common Stat Codes senas bulbs pe cg do ped the bt doe bee des pod e EA Es 94 6 6 2 Extension Assignment Star Codes 0 0 0 0 auauua 94 6 6 2 Trunk Star Codes stus d Ee pet ert ed tte a are lal Oth peter aa 94 CHAPTER 7 NETWORK CALL ROUTING 95 GI MOVERME WE is rote otto boc mte aca orm gina eta iu up She Curate 95 52 GOhechlistudgalnib66 6 e e DC Cb UE tes eee Bees 95 7 3 Define Network Call Routing 0 060 066 ep e de e ex E 95 bay Gall Permissions zx onmi fepe e fan sare ce Rate OR ec vete da 96 C32 Account Godesw iaa tee Gad Eu pA S bee tate Pep d dine ES 97 1 3
393. rmation 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 ShoreTel 11 1 231 Planning and Installation Guide Chapter 17 Server Installation 17 1 1 17 2 232 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 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 service
394. rminal 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 right clicking 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 ShoreTel 11 1 141 Planning and Installation Guide Chapter 10 Server Requirements 10 7 4 10 7 5 10 7 6 10 7 7 10 7 8 10 7 9 Server Computer Name You cannot change the computer name of the ShoreWare server after installation The ShoreWare s
395. rosoft 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 gt Programs gt Administrative Tools gt 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 ShoreTel 11 1 143 Planning and Installation Guide Chapter 10 Server Requirements E Last Refresh 4 20 2009 4 04 25 PM_ Configure refresh Figure 10 3 Installation Windows Role Services Add Roles Wizard 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 144 ShoreTel Chapter 10 Server R
396. roup 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 Maximum number of number of Maximum BHCC Maximum BHCC users per users assigned Maximum per server per server System per Server System BHCC Reports run outside Reports run during business hours business hours Small 500 500 5 000 1 000 Not Recommended Medium 2 500 1 000 25 000 5 000 1 000 Large 10 000 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
397. roviders Atlanta has three local area Local Area Codes that have mixed 10 digit and 14 10 digit dialing in the codes that must be dialed as same area code Local Area Codes include both the Local 10 digits Area Code and Additional Local Area Codes configured This could also be called against the trunk group Dial 10 digits for Local Area Codes Dial 7 digits for Local This option is required by some local service providers Massachusetts and Maine Area Code that have mixed 10 digit and 14 10 digit dialing in the same area code Table 6 3 Digit Manipulation Options ShoreTel 11 1 87 Planning and Installation Guide Chapter 6 Dialing Plan 6 5 88 Option Description Example Prepend this Dial Out The Dial Out Prefix is prepended to the number This Not applicable Prefix 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 Not applicable rules do not apply 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
398. rs 123 configuring ShoreTel Voice Mail integration using SMDI 214 configuring the serial connection 220 configuring the ShoreTel server for SMDI 216 configuring voice switches forIP phone 226 connectivity between locations 121 connector pinouts 0 0 0 0 eee 198 GODMECLONS 2x 6e laa e eal ear ER 195 consolidated long distance 0 0004 205 Contact Center urinarios eR EG 182 Control Panel irritada pid ER 232 ControlPoint ShoreCare 00 000 e eee 16 conversation and latency 0 20000 115 coordinated dialing oooooocoocooocoooo oo 202 coordinated dialing plan 0 0000 203 copyright laws US 1 0 2 0 0 esses 196 cost effective phones esses 102 COUNETY COdES sirere da is deed ead Wes eae 124 courses ShoreCare QuickStart 259 CPU and media encryption 000 131 creating a trunk group SMDI 215 creating a user group 2 eee eee 218 creating trunks suas a aw un ERR RENE REESE 216 OS eta Papeete Dant 274 customers training for Workgroup Call Manager 261 oM ET 254 CULOVE terad gi dS cin Dig Bare Li Der CV qnd 22 cut over after installation 0 2000000 16 Cut Over Checklist 0 0 0 0 0 0 c eee eee eee 254 Cut Over Coverage o lt sy cach nag dese oeen tet PES 255 ShoreTel
399. rs 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 ShoreTel 11 1 221 Planning and Installation Guide Chapter 15 Legacy Integration 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
400. rver Powerbar CTapiReg Read Provider ID Value lt 1 CTapiReg lineAddProvider lt RpcTsp TSP gt lt 22 CTapiReg Read Tapi Providers from Registry Read Provider ID Value lt 2008199536 gt Write Provider ID Value 22 Figure E 2 TSPInstall Command Line ShoreTel Remote TSP xj Device 6 Provider ID 7 Sewer 192 168 103 101 Login Shoe Password E Owned Numbers Monitored Numbers NAAA r Provider Status Connection type Generic Application Server Server 192 168 103 101 Login Shoretel Connect 2 51 28 PM 1 14 2005 Devices 8 lines 3 phones xl Refresh Save As Provider Usage Use this service provider enable hd Cancel Apply 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 gt
401. rver y Escalation Profiles and Other Mailbox Options Language Engisnus gt EnglishUs al Iv Accept Broadcast Messages German Iv Include in System Dial By Name Direct English UK I Make Number Private Recorded Name Import no audio input Confirm esee Voice Mail Password Chinese Simplified F Enable Automatic Agent Logout on Ring No Answer 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 gt Trunks gt Trunk Groups from the main menu then click on the name of the desired trunk group Trunk Groups g E Help lelet Re Edit T1 PRI Trunk Group tew sory soe metete rese ETT Refresh this page Name festttrnkorp Site HeadQuarters Language fEngisnus y Inbound Sponish Spoin Number of Digits from CO Iv DNIS Iv DID Extension Translation Table monis ig geeSumpified Prepend Dial In Prefix Use Site Extension Prefix Figure A 3 Language set at Trunk Group level 264 Shorelel 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 Ad
402. s Figure 17 1 ovestion 2d 9 Setup must stop all ShoreWare services before continuing This includes shutting down the Microsoft Internet Information Server services Please ensure that all users of the ShoreWare system are not currently using Voice Mail or other ShoreWare services before proceeding Would you like to proceed with the ShoreWare installation at this time duum 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 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 ar
403. s 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 Shorelel Chapter 7 Network Call Routing Planning and Installation Guide Trunk Services IV Local IV Long Distance M International M n11 e g 411 611 except 911 which is specified below Iv 811 IV Easy Recognizable Codes ERC e g 800 888 900 IV Explicit Carrier Selection e g 1010xxx M Operator Assisted e g 0 IV Caller ID not blocked by default Figure 7 2 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 4 Network Call Routing Algorithm When multiple trunks meet the same criteria a trunk is seized ran
404. s 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 I
405. s cause the speakers 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 packet based 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 users 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 users 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
406. s System with the Extension Assignment func bonoity Tum your PC into a phone with the SoftPhone feature e Adjust the ShoreTel Communicator user interlace acorde to your needs Compatible with most of today s business POs ShoreTel Communicator applicabons are compatible with today s business PC platforms running 32 bit or 64 bit OS To run ShoreTel Communicator applications the following are requred e Windows XP Professional Windows Vista Business or Enterprise or Windows 7 Professional or Enterprise e Outlook 2007 or Outlook 2010 for Outlook integrated Voice Mad Contact your system administrator for more detailed informabon on platform requirements for ShoreTel Communicator appicabons 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 242 Shorelel Chapter 18 Desktop Installation Planning and Installation Guide j ShoreTel Communicator InstallShield Wizard Welcome to the InstallShield Wizard for ShoreTel Communicator The InstallShield R Wizard will install ShoreTel Communicator on your computer To continue click Next W
407. s 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 ShoreTel 11 1 163 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 4 1 2 12 4 1 3 12 4 1 4 164 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
408. s 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 collect
409. s case the access number for the bridge is the number of the system auto attendant ShoreTel 11 1 181 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 16 182 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 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 Shorelel CHAPTER 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 Recommendations page 183 Hardware Requirements page 184 Software Requirements page 184 Network Requirements page 189 Table 13 1 Desktop Requirements Checklist The installation procedures a
410. s 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
411. s 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 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 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 yo
412. s 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 servers 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 Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide
413. se 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 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
414. selecting a different single digit for the operator 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 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 users extension number Shorelel APPENDIX D 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 Catego Regulatory Compliance Agency Approval gory 9 ry p gency App 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
415. servers 004 122 309 Planning and Installation Guide status screen client installation 243 Stereo jack 542s a ps habe 197 storage temperature sesona dai kins ie Es 151 superior design ShoreTel 0 0005 108 supported PBXS i cusam aa Ra 220 Du MEET 220 Mitel pain eed y een ex o ide 220 cc 220 Nortel 2lli2oducs kl e ly RE EIC Rer tot 220 SIEMENS catar Aaa Sa eRe He Be EAS 220 S rge PLOLECIOL Lina cere ee RR Ped a Peers d 150 switch configuration and Director 151 switch models be causa coss E os 191 switched Ethernet network 0005 108 System Administrator Training 261 system components ooo 107 System Control Panel Outlook Tab 247 system installation checklist 2 000 16 System Load and Configuration 0 20 system ownership 0 0000 e eee eee eee 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 in A duco ideo dui be Mate Mee este See E ate 245 Tl lines for modems 0 0000 cece uence 104 TL PRIServiee ocu Se Aho oe Hee ee HIR Rn TT TU SORVICE o oe dye ette baa ei der edes 77 tandem tr nking ii ous ses Ree sa xu ene LAGER 75 TAPI dialing parameters configuring 245 TDM filterin
416. 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 ShoreTel 11 1 105 Planning and Installation Guide Chapter 8 Telephone Planning and Ordering 106 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 fr
417. sic 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 users 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 users 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
418. signment 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 Network Requirements and Preparation Checklist 9 2 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 ShoreTel 11 1 107 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 3 9 4 108 toll quality voice The ability of your network to deliver this performance will vary based on the number of simultaneous calls between locations th
419. sion 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 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 ShoreTel 11 1 93 Planning and Installation Guide 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 11 ext 12 ext 13 ext 14 15 ext 16 ext 17 ext 18 Hunt Group ext 19 ext Changing Call Handling Mode and Forwarding VoiceMail password 72 Changing Extension Assignment Unassign Extension Assignment Assign Extension to External Nu VoiceMail password 44731 VoiceMail password 732 mber VoiceMail password 733 6 6 2 Extension Assignment Star Codes Transfer a call Conference a call Hold a call Hang up Access other common
420. 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 12 15 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 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 blo
421. supported 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 E Notify Users Notify C All users C all users on this server Main Server all users not yet notified C This one user Search Send Email Figure 18 1 Notify Users page 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 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 s
422. 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 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 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
423. 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 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
424. 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 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 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
425. t 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 ShoreTel 11 1 125 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 9 Step 8 Set the value of option 156 to ftpservers ip address Layer2 Tagging N Vlanld X FtpServers always needs to be set to a ShoreWare server and is a pre existing parameter Layer2 lagging is a new parameter Purpose enable disable 802 19 default is disabled Format Layer2 Tagging N where N 0 is disable N 1 is enable VlanId is a new parameter Purpose VLAN id when 802 19 is enabled default is zero Format Vlanld X where X is a VLAN id between 0 a
426. t ete ct ade 107 license agreement 2 0 00 cece eee eee 241 license types three 0 0 esses 249 licenses purchasing for users 000 249 linear broadband encoding 110 live operator directing calls to 0 0 0 58 lobby phones planning for 000 102 local area codes 1 e e eee eee 85 Local Area Network 1 1 2 0 0 0 0 000 e eee eee 117 Local Only call permission 0 00000 96 local tr nking are zen RARO eR 204 log files and disk space 000 0 0000 e ee 139 Logical Terminal Number and extensions 210 Logical Terminal Number identifying PBX port 216 long distance consolidated 205 222 long distance dialing 0 0005 86 lost packets signees a eis ah a te ena 103 lower density trunking 000000 53 L centPBX eene ie Ried Boel ching te peter 221 M MAC Ethernet address 0 0 00000 195 mailbox purchasing license without phone extension 249 Mailbox only license 0 000 0000 00 249 maintenance cabling 00 00 00 ee ee eee 197 maintenance port 123 maintenance port switch 0 123 management overhead reducing with Citrix 277 managing your systeM n naasar srren 16 map extension ranges 0 0020000000 82 mean time before failure MTBF
427. t 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 284 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 ensur
428. tarting 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 Transla
429. te 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 3 digit 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 ShoreTel 11 1 89 Planning and Installation Guide Chapter 6 Dialing Plan 6 5 1 6 5 1 1
430. ted 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
431. temperature 0 C to 50 C Operating humidity non condensing 096 to 9096 Storage temperature 30 C to 70 C Storage humidity non condensing 20 to 95 Table 11 2 ShoreTel Voice Switch Environmental Specifications ShoreTel 11 1 151 Planning and Installation Guide Chapter 11 Installing ShoreTel Voice Switches 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 SE220T1 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 2141 8 x 19 x 5 3 4 Dimensions half width switches 1941 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 amp 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
432. th 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 210 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 Stepa Step b Step c Step d Make sure that the ShoreTel as PBX box is selected In the COM Port field enter the port on the server that will be used for SMDI communication 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 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
433. tha 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 El 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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 i
434. that server regular voice calls workgroup calls voicemail etc BHCC 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 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 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 4 GB 100 T Base GHz or Intel Core i3 540 Processor 4M Cache 3 06 GHz Medium Intel Xeon 5520 Single Quad Core
435. 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 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 Shorelel Chapter G Installing and Configuring Reverse Proxy Servers for ShoreTel Communicator for iPhone Planning 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 che
436. 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 users 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 orderi
437. 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 280 Shorelel APPENDIXF 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 inform
438. 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
439. 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
440. the digits are routed as is out either local site or proxy site trunks only Operator Assisted 0 00 Dialing The ShoreTel system supports operator assisted dialing If the user dials an access code followed by Ox 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 86 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 Shorelel Chapter 6 Dialing Plan Planning and Installation Guide 6 3 2 11 End Digit Collection 6 4 In some cases digit collection ends after a timeout period To bypass the timeout and route the call immediately dial pound 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
441. tion 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 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 servers address must be provided to the phone as a vendor specific DHCP option ShorePhones are preconfigured to look for the ShoreTel servers 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 ShoreTel 11 1 123 Planning and Installation Guide 124 Chapter 9 Network Requirements and Preparation I
442. tionists are typically satisfied with a standard desk telephone that supports Caller ID and Message Waiting with a speakerphone and mute button 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 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 Shorelel Chapter 8 Telephone Planning and Ordering Planning and Installation Guide 8 3 7 8 3 8 8 4 8 4 1 8 4 2 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 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
443. tions 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 96 Shorelel Chapter 7 Network Call Routing Planning and Installation Guide 7 3 2 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 GU 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 Account Codes If Account Code Collection Service is enabled
444. tive 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 ShoreTel 11 1 33 Planning and Installation Guide Chapter 2 System Overview 2 8 3 2 9 34 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 AND 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 Cente
445. 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 20 msec 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 Overhead Encoding Frame Size 5 Jitter Buffer Decoding Total 4 5 msec Switch 17 0 0 Varies 0 17 Table 9 6 Latency ShoreTel 11 1 115 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 4 4 9 4 5 116 Configuration Overhead Encoding Frame Size 5 Jitter Buffer Decoding Total 4 5 msec LAN 17 5 5 Varies 5 32 Jitter Buffer WAN 17 5 15 Varies 5 42 Jitter Buffer G 729a 17 15 15 Varies 15 62 Jitter Buffer LAN and WAN Table 9 6 Latency a The jitter buffer varies depending on network conditions See below for more informa tion 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
446. toll quality voice requirements 108 tools ShoreCare ControlPoint 0 16 Topics Covered End User Training 00005 260 Operator Training 0 0 260 Topics covered Workgroup Training 0000 261 topics covered System Administrator Training 261 topology diagram 0 0c eee eee eee eee 50 topology VPN aiseid ta e Rihpexe eee pedi 127 traffic calculations 0 eee eee eee 76 traffic calculat r ever b RI REL SEA T 53 traffic shaping diran de aden ER RE veg 129 traffic shaping reduce bottlenecks 119 Training Materials oooooccoocoocoooo oo 260 training program virtual 0000 259 training topics covered eese 260 Transfer Using Flash feature 00 213 trunk ACCESS COd S ida hdd Pee Aa RECEN E 266 Trunk Considerations eese 57 trunk considerations 00 000 e cee eee 59 63 trunk digit manipulation specifying 87 trunk features understanding 05 72 trunk group edit page 0 0 00 00 esee 98 Trunk Group edit page call routing 100 Trunk requirements 0 0 0 0 000 eee ee eee 50 trunk requirements 0 00 00 esee 203 trunk services defining 000000 98 Trunking Cut Over 0 0 00000000 c eee 254 trunking tan
447. tomers 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 users phone is connected to the port on the Ethernet switch and the users 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 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 d
448. trolPoint 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 Shorelel Chapter 1 Getting Started Planning and Installation Guide Phase 1 Voice Communications System Analysis and Ordering Task Date Completed 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 O oO O O oO o o oO o o o o o ShoreGear shipping date ShoreTel 11 1 17 Planning and Installation Guide 18 Chapter 1 Getting Started Phase 2 Environmental and Infrastructure Analysis and Upgrade Task Date Completed Participate in the Phase 2 conference cal
449. 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 Shorelel Chapter 12 Planning Applications and Services Planning and Installation Guide 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
450. ts 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 ShoreTel 11 293 Planning and Installation Guide Chapter G Installing and Configuring Reverse Proxy Servers for ShoreTel 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 authe
451. ts 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 ShoreTel 11 1 251 Planning and Installation Guide Chapter 18 Desktop Installation 252 Shorelel 19 1 19 2 19 2 1 19 2 2 CHAPTER 1 9 Cut Over This chapter provides the requirements and other information for implementing the cut over from your existing telephone system to the ShoreTel system 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
452. twork 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 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 receptionists Shorelel Chapter 4 Routing Calls Plann
453. uires 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 11 ShorePhone 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 daisy chain 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 5
454. umber 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
455. unk Group tw coy sve vee Reset modified Edit this reco AAN Name SIP Trunk Group Site Headquarters Language Engish y Teleworkers M Enable SIP Info for G 711 DTMF Signaling M Enable Digest Authentication User ID Mickey Raton Password eccecccce feee9 Inbound Number of Digits from CO 54 M DNIS Edit DHIS Map Iv DID Edit DID Range M Extension C Translation Table lt Hone gt y C Prepend Dial In Prefix Use Site Extension Prefix I Tandem Trunking User Group y Prepend Dial In Prefix Destination 618 5777 Default Search 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 Shore Ware 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
456. ur 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 ShoreTel 11 1 109 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 4 2 1 Voice Encoding Linear Broadband Linear G711 ADPCM G 729a Sample rate 16 KHz 8 KHz 8 KHz 8 KHz 8 KHz Effective sample size 16 bits 16 bits 8 bits 4 bits 1 bit Data rate 256 Kbs 128 Kbps 64 Kbps 32 Kbps 8 Kbps Supported end points ShorePhones All ShoreGear All ShoreGear All ShoreGear All ShoreGear IP110 115 212k ShorePhones ShorePhones ShorePhones pia IP110 115 IP110 115 560g 212k 230 530 212k 230 530 560 560g 560 560g Table 9 2 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
457. ure 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 ShoreTel 11 1 157 Planning and Installation Guide Chapter 12 Planning Applications and Services 12 3 2 12 3 3 12 3 4 158 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 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 th
458. ure 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 Shorelel Chapter 6 Dialing Plan Planning and Installation Guide 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 1 9 external PSTN 2 XOCYYY Y to another site 3 wyyy within same site rad New York 94555 2121 615 4000 San Francisco 313 4000 Dallas San Jose 818 4000 Sunnyvale 313 5000 313 6000 Figure 6 5 Abbreviated 4 digit dialing with extension prefix As shown in the illustration above On Net Dialing assigns extension prefixes to each si
459. 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 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 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
460. ve 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 ShoreTel 11 1 271 Planning and Installation Guide Chapter C IP Phone Configuration 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 fro
461. 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 RIP 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 Linear G711 ADPCM G 729a G 729a Broadband Voice data 10 320 160 80 404 4 20 20 msec 30 30 msec 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 26 26 26 26 26 26 and framing Total bytes per 386 226 146 110 86 20 msec 96 30 msec packet Bandwidth for 256 Kbps 128 Kbps 64 Kbps 32 Kbps 8 Kbps 8 Kbps voice only Bandwidth with 309 Kbps 181 Kbps 117 Kbps 88 Kbps 34 Kbps 34 Kbps overhead Table 9 4 LAN Bandwidth Bytes ShoreTel 11 1 113 Planning and Installation Guide Chapter 9 Network Requirements and Preparation 9 4 2 4 114 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 addi t
462. ware installation is complete navigate to the Start gt All Programs gt ShoreTel gt ShoreTel Communicator A configuration wizard will run providing you a step by step guide through setting up your new extension and your voice mailbox When running the configuration wizard you will be prompted for the following information Password changeme or password provided by your administrator Please contact your system administrator if you have questions or comments Thank you Figure 18 2 Notification Email Did you know that ShoreTel Communicator is the easiest way to communicate efficiently with your colleagues and work partners Shorelel Communicator offers a set of productraty tools for better communicabon whether you are a standard user an operator whether you are working from home on the road cr based in an office ShoreTel Communicator wil alow you to Revolutionize and optimize the way you make calls with the intuitive call control buttons so you may handie multiple calls faster and more efhocntly Catalog and listen to your voicemais drectly from Outlook or from the integrated Voice Mail Viewer e Engage m top notch mdeo call sessions with Me or no configurabon on your computer Communicate with work partners via Instant Messaging and find the best method of contacting your work partners based on their Presence Information Control phones including external phones outside of the ShoreTel Pure JP Unified Communication
463. xplicit Carrier Selection check box to enable dialing special numbers that let the caller select a long distance carrier e g 1010xxx Step 11 Select the Operator Assisted check box to enable the trunk group to dial the operator e g 0 Step 12 Select 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 289 Planning and Installation Guide Chapter F Session Initiation Protocol 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
464. y 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 Shorelel Planning and Installation Guide 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 amp M signaling when local telecommunications authority permits FXS Foreign Exchange Station An FXS interface supplies ring voltage and dial tone for ba
465. y codes a Check with your system administrator or ShoreTel representative to determine the level of support for a selected country Shorelel Chapter 9 Network Requirements and Preparation Planning and Installation Guide 9 8 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 Spanish Spain German English UK French Dutch NLD nn AJN 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 Configuring Automatic VLAN Assignment via DHC 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 reboo
466. ystem 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 64 Shorelel Chapter 4 Routing Calls Planning and Installation Guide 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 ShoreTel 11 1 65 Planning and Installation Guide Chapter 4 Routing Calls 66 Shorelel CHAPTER D 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

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