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ShoreTel 14.2 Maintenance Guide

1. Voicemail mmm Configuration Data NCC Legend Pen Configuration Data DCOM QQ Configuration Data HTTP or HTTPS MEME Call Detail Report Data DCOM Figure 4 Data Flow in a ShoreTel System TAPI and ShoreTAPI ShoreTel applications use either Telephony Application Programming Interface TAPI or ShoreTAPI for communication to other system components as follows a Client Application Server CAS IPDS and workgroups use ShoreTAPI a Voicemail and account code collection use TAPI on Windows and a lower level interface that is shared by TAPI and ShoreTAPI on Linux Third party applications can use TAPI ShoreTel 14 2 Maintenance Guide 23 SR ShoreTel Architecture TAPI and ShoreTAPI Figure 5 on page 24 shows how the ShoreTel system uses NCC and RPC to pass TAPI or ShoreTAPI information in the system Headquarters Site Regional Site Remote Server ShoreTel Voice Switch Telephony Management Service TMS Distributed Telephony Application Service DTAS TMS DTAS Data Services Eoo Voicemail 7 Configuration Media Driver System Datab ae ShoreTel Voice Switch IP Phone nalog Phone CAS IPDS CDR Database ShoreTel Voice Switch Database Bees Small Office Home Office Internet Information Server ShoreTel Voice Switch IS us ShoreTel Voice Switch Client Application Server CAS IPDS IP Phone IP Phone faa Distributed Routing e
2. ShoreTel 14 2 Maintenance Guide 275 B Alerts Switch Alerts Table 73 Switch Alerts veri EE PA 1y Description Cause Action and Clearing Status Warning Switch core is operating at The switch is operating ata Ensure that the switch is running in a temperature an unsafe temperature temperature level thatis over friendly environment the switch s threshold This alert clears automatically if the switch s temperature returns to normal Collect all necessary logs and screen shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Warning Switch is experiencing A trunk on the switch is Review the events associated with the alert If the issues with its trunks experiencing unexpected identified trunk is causing issues in the system behaviors restart the switch This alert clears automatically when the trunk re establishes expected behavior and is back in service or when the switch is restarted However if this alert was generated because you intentionally forced all ports on a switch to the Unavailable state you can manually clear this alert Collect all necessary logs and screen shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Warning Switch is experiencing The fan on the switch is The fan or switch may need to be replaced Collect issues with the fan having trouble running and al
3. Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Blue White 26 White Blue 2 Orange White 27 White Orange 8 3 Green White 28 White Green A Brown White 29 White Brown 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 7 Orange Red 32 Red Orange 8 Green Red 33 Red Green 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 9 Extension 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 10 Extension 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 220T1 Voice Switch ShoreTel 14 2 Maintenance Guide 299 D Switch Port Pinouts ShoreTel 30BRI Voice Switch Figure 23 ShoreTel 220T1 Front Plate Audio Input Port music on hold Status Network LAN 1 Telco LED LEDs Connector T1 LEDs Port d a We OShorelel ShoreGear 22071 ot Zen Go mm LINKIACTLAN2 100 MAINT T1 MON Power Network RS 232C LED LEDs Maintentance Port Audio Output Port LAN 2 Monitor night bell Connector Port Switch Capacity Digital Cir
4. ipdt_resetExtDisplay Redisplay on the extension If the phone display and IPDT display ipdt_dumpExtDisplay are desynchronized run ipdt_reset_ExtDisplay to synchronize them Not available on Voicemail enabled Switch ipdt_restrictTraceExts ShoreTel 14 2 Set ipdt_debug_filter to 1 Then use ipdt_restrictTraceExts to turn on logging ona particular extension Maintenance Guide Not available on Voicemail enabled Switch 110 C Voicemail Enabled Switches CLI Commands Table 14 CLI Commands Continued Command ifShow Description Displays the current configured network parameters Notes Not available on Voicemail enabled Switch laa_debug_level Logs backup auto attendant signal flow lspConList Displays switch connectivity to other switches lsp_debug_level Displays Location Service Protocol messages that are exchanged between switches Recommend using level 4 lsp_ping Tests the LSP UDP communication to the far Example end switch for 100 iterations gt lsp_ping Tests LSP UDP communication to the switch 192 168 1 1 at 192 168 1 1 for 100 iterations nominally 1 100 second If only the IP address is supplied 1000 iterations nominally 10 seconds is used lspTelList Displays local and remote contacts lspTelList 1 Displays detailed information about local contacts lspTelList 2 Displays
5. ShoreTel 14 2 Maintenance Guide 276 B Alerts Trunk Group Alerts Table 73 Switch Alerts sie ity Description Cause Action and Clearing Status Warning Switches have reached No ports allocated for IP Reserve a port on a switch for an IP phone or if no maximum capacity of IP phones are available on any ports can be reserved add a switch to the system phones of the available switches Refer to the ShoreTel System Administration Guide or contact ShoreTel Technical Support for assistance After making the necessary configuration changes reserving a port for the phone or assigning the phone to a switch that has adequate port capacity for additional phones you must clear this alert manually Otherwise the system deletes the alert according to the parameters set for purging and reclaiming space used for alerts in the shorewaremonitoring database The default is three days Warning The switch is not running a The switch is running a Restart the switch to initiate a firmware upgrade sufficient firmware version firmware version that is not This alert clears automatically when the firmware compatible with the version upgrade has completed of the PBX This is typically encountered during an upgrade because after the Headquarters server is upgraded switches require an updated firmware version Warning TMS has detected invalid The switch is having issues Review the events associated with the alert and switch configura
6. Call Detail Reporting CDR Database Data Services ShoreTel es Director Configuration Database Diagnostics amp Monitoring Monitoring Database Diagnostics amp Monitoring Server Monitoring Service Internet Information Server IIS Voicemail Media Driver System mam Configuration Data NCC mam Configuration Data ODBC Configuration Data HTTP Pm Call Detail Report Data DCOM Figure 10 ShoreTel Server Database Communications Services The ShoreTel system relies on a variety of services to perform processes within the system This section describes some of the key services Internet Information Service IIS The ShoreTel server uses IIS to implement ShoreTel Director s browser based interface You can use the Internet Services Manager to view the configuration of the ShoreTel Director Web site ShoreTel installs the site configuration using the installation program Changing the default configuration installed by ShoreTel may cause ShoreTel Director or other system components to fail ShoreTel 14 2 Maintenance Guide 36 ES ShoreTel Server Services WARNING If the anonymous access user ID is modified or its password is changed TMS does not start Changing the properties of this user may require you to rebuild the server to recover FTP Services Both the Headquarters and DVS servers make an FTP service available for fallback use by Shore
7. 63 Using Quick Look to Upgrade Switch Firmware 63 Manually Upgrading the Switch s Firmware 64 ShoreTel Voice Switch Boot Options 64 IP Address from DHCP 65 Accessing ShoreTel Voice Switch CLI on the SoftSwitch 67 Router Auto Delete Properties for ICMP Redirects 68 Using a Telnet Session to Set IP Address and Boot Parameters 0 69 Sieg ele EE 71 ShoreTel Voice Switch Configuration Reset 72 ShoreTel Voice Switch Utilities 00 0 72 eler eu Une 73 Burntlash Unity nasia Sg eet EE e Ee erg EE amp 74 UBOOT Bir EEN 74 DIAQMOSUCS EE 74 PowerLED sadura na bathe ed ee ha ew a Nae ee Rade NAN aca Mt a eae ae elle cals 74 VxWorks Command Line Interface 75 Connecting to a ShoreTel Voice Switch 0 0 0 eee eens 87 Power over Ethernet Switches Got 88 Voicemail Enabled Switches 200 e ee eee eee eee 90 OVCIVIOW nase ea iden adenine ah gleaned ee ae dame aah wooo a le dee A A 91 UNS oes cate Goa tere hse nhl bee a ey ela Phe ha ee ee BR Re ee Ge ee ee ee 91 Accessing Utilities for Voicemail Enabled Switches 91 ere EEN 94 Maintenance Guide 4 Table of Contents Chapter 5 Chapter 6 ShoreTel 14 2 Server HIE sets eke cede Pee ean ed Maal noel BCE a ee E A 96 Booting and Restarting Voicemail Enabled Switches 97 Manually Specifying Switch Parameters 98 Reboot Methods sisca EEN NEES EEN EE RE bee yee ee N ee a 98 Switch Diagnostics and Repair 99 Sw
8. Both client and phone context no tag Client Login Issues If a user cannot login to the client applications consider the following questions Does it have a session with CAS Open the Support and Debugging Utility CTRL F12 The Session Manager reviews the client application information and an ID is returned to the client and a session is started Figure 16 CAS log for client login 00 28 46 277 116232 116508 Set CAS DETAILED trace flag 00 28 41 277 116232 117504 gt Adding login for YYY inp 10 195 0 114 app id CASIntfCharp CASConnection 18 5 6802 0 expiry 9 id 49365 00 28 41 292 116232 116688 gt SM response true request id 49366 topic system message session results action update objet Session error 117 error key invalid session id error data error message Invalid session ID valid false id 49365 error 0 Remove CAS DETAILED trace flag after troubleshooting ShoreTel 14 2 Maintenance Guide 211 EN ShoreTel Client Applications Troubleshooting CAS IPDS Issues If the client session is running determine if it is using the home CAS session If the client is connected to a non home CAS certain services such as history and personal contacts in Server status are not available Phone Issues Use WinCASClient to determine if the cause of the phone issue is on the server Review the client log for an event device
9. DHCP ACK DHCP DHCP Site Specific Option SSON Configuration File CFG Manual Entry Using SETUP MAN MGCP Message MGCP DHCP Site Specific Options Parameters may be set from within a DHCP ACK message in the site specific option field default is 156 but it may be modified with the SiteOption parameter These parameters may be specified in the site specific option field m FtpServers m Country H Language m Layer2Tagging m Vlantd Enclose each parameter in quotes and separate multiple parameters with a comma For example FtpServers 192 168 0 13 192 168 0 23 Country 1 Language 1 SetupPassword 12345abcdel12345abcdel2345abcdel2 ShoreTel 14 2 Maintenance Guide 174 6 Other IP Endpoints IP Phone Configuration Table 33 Phone Configuration Parameters Parameter Value Type Value Source Default AppName Up to 32 This is the name of the CFG Value from factory in NV alphanumeric application image that is in the Storage characters telephone The application file name can be at most 24 characters long The combination of filename and path can be up to 32 characters long A new application name is specified in a configuration file and is checked against the NV value to decide if a new version needs to be downloaded The NV value is updated after a successful download and flash programming sequence BackLight Up to 4 Number of minutes the CFG 5 ASCII backlight remains on at full characters
10. ShoreTel 14 2 Maintenance Guide C Voicemail Enabled Switches Table 15 cfg Commands Continued Cfg Utility Commands Command Parameters Description Comments lmbox f f 1 for more details List mail box Enter without 1 for a information system mailbox summary including message IDs lms List mail box schedule lmsg m m message ID List details of a Message IDs can be specific message found by using Inbox loadc Load all voicemail configuration from the database loadm Load all mailbox Requires that a mail configuration from the box be open when database you issue the command lserv List information about all servers lsys List voicemail system parameters lsmtp List status of distributed voicemail ltapi List status of TAPI lines opened by voicemail msinfo Dump voicemail internal table to the voicemail log openm mail box Open specified mail box psinfo Dump port server information to the voicemail log purge Remove message in Requires that a mail the deleted queue box be open when you issue the command sh str str string Search help for a Searches only from string the beginning starth Remove old deleted messages ShoreTel 14 2 Maintenance Guide 115 Fc Voicemail Enabled Switches Command symwi Table 15 cfg Commands Continued Parameters Description Run MWI synchronization UB
11. setstr lt valname gt lt strvalue gt Set lt valname gt lt strvalue gt in current key setnum lt valname gt lt numvalue gt Set lt valname gt lt numvalue gt in current key lt numvalue gt is lt base1 Odigit gt ShoreTel 14 2 Maintenance Guide 118 KS Voicemail Enabled Switches ShoreTel Server File System Table 19 Regedit Commands and Descriptions Command Description sethex lt valname gt lt hexvalue gt Set lt valname gt lt hexvalue gt in current key lt hexvalue gt is Ox lt hexdigit gt delval lt valname gt Delete value lt valname gt from current key d Toggle recursive display q Quit the program filename Read commands from a file E g RegEdit lt cmdfile Where cmdfile has the following contents VoiceMail Logging sethex Level Oxff ShoreTel Server File System This section describes where the server files for a ShoreTel voicemail enabled switch are installed The server installs files with default access permissions System administrators may want to ensure a more secure environment The Windows system user and the IPBX user created by the ShoreTel installer require full access to all the ShoreTel directories All other users can be granted access on an as needed basis To ensure the security of sensitive and or personal information confine access to the vms and on o database directories strictly to administrator
12. ShoreTel 14 2 Maintenance Guide 327 DES Port Usage Port Usage Part 2 Port Usage Part 2 Table 90 contains the second part of the port usage information for the ShoreTel system Originating Device Softphone Table 90 Port Usage Part 2 Destination Device Distributed Voice Server Headquarters Server Switch Call Control UDP 2427 MGCP Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP UDP 5500 5600 MSRPC SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5442 DRS UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Configuration Control TCP 21 FTP CTL Boot files TCP 20 FTP DATA Boot files Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP UDP 5500 5600 MSRPC SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5442 DRS UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Configuration Control TCP 21 FTP CTL Boot files TCP 20 FTP DATA Boot files Media Stream UDP 10000 1
13. 2 3 SwitchDebug debug_options timeout_icmp_redirect n Set the value of n to the desired time period Note that this must be an integral value and the number represents minutes not seconds The value of n can be set to zero 0 to disable the auto deletion of ICMP redirect messages When this key is defined in the main server the switches automatically delete all of their routing table entries after the specified period of time Note that sampling occurs once per minute so routes do not disappear exactly 360 seconds later if n is set to 6 Reboot the ShoreTel Voice Switch for these changes to take effect Using a Telnet Session to Set IP Address and Boot Parameters You have the option of setting IP address and boot parameters using the VxWorks bootChange command To access the bootChange command you must establish a telnet session to the switch For information on other commands available from VxWorks see VxWorks Command Line Interface on page 75 1 ShoreTel 14 2 Start the Telnet process with an ipbxct1 command entered in this format C Program Files ShorelineCommunications ShoreWareServer gt ipbxctl telneton lt Switch IP Address gt After the Telnet process is running open a Telnet session with the switch You are prompted for a User ID and Password For User ID enter anonymous For Password enter ShoreTel case sensitive The ShoreTel CLI opens and displays the menu of choices At th
14. 2 Orange White 27 White Orange 2 Trunk 3 Green White 28 White Green A Brown White 29 White Brown 3 Trunk 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 4 Trunk 7 Orange Red 32 Red Orange 8 Green Red 33 Red Green 9 Brown Red 34 Red Brown SS 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 9 Extension DID 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 10 Extension DID 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension DID 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension DID 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 14 2 Maintenance Guide 311 D Switch Port Pinouts Specification SG 1U Full Width Switches Specification SG 1U Full Width Switches ShoreTel 120 Voice Switch The ShoreTel 120 is also referred to as the ShoreTel 120 24 SG 120 24 Figure 31 ShoreTel 120 Front Plate Audio Input Port music on hold Power Analog Phone RJ 11 LED Network LEDs Default LAN RS 232C RJ 21X Telco Switch Connectors Maintentance Port Port Switch Port Audio Output Port LEDs night bell Switch Capacity Analog Circ
15. 204 Restore Factory Default 204 ShoreTel Client Applications 200 cee eee 206 OVOIVIOW aided a ee ides oO hits De ee ea Ae eS Beet A Oe a ete E a 207 The Communicator Gute 207 Maintenance Guide 6 Table of Contents Theory of Operations 0 0 0 ete 207 DIAGNOSUCS EEN 208 Troubleshooting Login or Startup Problems 208 Troubleshooting Telephony Issues 210 Troubleshooting CAS IPDS Issues 211 Confirming TAPI Operations 214 Troubleshooting caller ID Problems 214 Troubleshooting Configuration Problems 215 Troubleshooting MAPI Contact Import Problems Using SHAdrTst exe 216 Using the History File 216 Usmo Log FICS ed wee Ree ae eee e e eee ade whi AE a we ee kee e 217 Setup Wizard idee eae Ee EE dree odie ache Bie hea dea eds 218 V I Compatibility x yrs iaia ta ar ara ee ead ead ea deo eee al aren Saeed 218 Existing Communicator IssueS 219 Chapter A Event COGGS e dee Skanes tee erh Me EA ere a 220 OVGEIVIOW ec anda iy ees Gea ante ee ade 221 Event KEE EE 221 Using the Event Code Tables 222 SWICHES i Za eher pds We eee ee eae SEET a oe ne SR AE 223 Telephony Management Service TMS 236 Voice Mail Port Manager 250 Medi DIVO Ison tenn de cure ead ciate EE oe ee Eeer eet oes eee a ee 257 Event Walhi reias fuederen AER RE EE e ee 258 System Management Interface 259 Port Mapper EE EE EE e E EE ELE EE EE e dE thes wed ee 259 Trigger Server 260 Distribut
16. 25 Slate Violet 50 Violet Slate ShoreTel 30BRI Voice Switch Figure 22 ShoreTel 30BRI Front Plate Audio Input Port BRI music on hold Port RS 232C Status Maintentance LED Port Gi ShoreTel ShoreGear 30BRI Default Switch u BRI 2 Network Network Power LEDs AN LEDs RJ 21X LED Telco Port Connectors Audio Output Port BRI night bell LEDs Switch Capacity a Analog Circuit Resources a Ports 11 12 Extensions Digital Circuit Resources a One BRI Span comprising two channels two channels maximum m Make Me Conference Resource None Maximum IP Phone Resources 30 devices a Analog Port Reallocation 10 Q Digital Channel Reallocation 10 Q Built in Resources 10 ShoreTel 14 2 Maintenance Guide 297 D Switch Port Pinouts ShoreTel 30BRI Voice Switch ShoreTel 30BRI Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface a 1 RJ 21X male connector for mass termination of the telephone trunk ports a 4 RJ 45 T1 telco port ShoreTel 14 2 Maintenance Guide 298 D Switch Port Pinouts ShoreTel 30BRI Voice Switch ShoreTel 30BRI RJ 21X Telephone and Trunk Connector Table 80 ShoreTel 30BRI RJ 21X Telephone and Trunk Connector Pins
17. system and IPBX users The server contains the following directories m The shorelinedata directory contains all the dynamic information the server uses to run the system This directory and all sub directories may be saved as part of a backup and used for full system recovery lt drive gt shorelinedata The prompts directory contains copies of the auto attendant menu prompts lt drive gt shorelinedata prompts ShoreTel 14 2 Maintenance Guide 119 Es Voicemail Enabled Switches ShoreTel Server File System ShoreTel 14 2 The vms directory contains all the files and configuration information used by the voicemail system The files in this directory and its sub directories are very dynamic Never open these files Opening any of the configuration files may cause the voicemail system to become corrupted in part or completely and can cause loss of voicemail messages lt drive gt shorelinedata vms The message directory contains all voicemail messages as wav files along with an enl pointer file for each message lt drive gt shorelinedata mms message Maintenance Guide 120 CHAPTER Configuring and Maintaining 400 Series IP Phones This chapter is about configuration and maintenance for ShoreTel 400 Series IP phones It contains the following information Neiegkeete eegene EE can detheec unui teat E eege method 123 IP lte Ee e VT 123 Date and Mul 123 IP Phones and ShoreTel Voice Gwitches 123 IP Phone Communicatio
18. 1312 Error Switch lt ShoreTel Voice Switch T1 switch lost the T1 carrier Check the cabling Host Name gt T1 signal error signal Contact your service lt specific error gt provider 1313 Information Switch lt ShoreTel Voice Switch T1 carrier signal restored No action Host Name gt T1 signal ok ShoreTel 14 2 Maintenance Guide 233 ES Event Codes Table 54 Event Codes Switches Continued Switches ID Severity Level Message Cause Action 1314 Error Switch lt ShoreTel Voice Switch Notable event while reading No action Host Name gt Config Store non volatile switch Severity level lt specific errors configuration The configuration varies received from the server depending on supplies any missing error data 1316 Information Switch lt ShoreTel Voice Switch The system disconnected No action Host Names Trunk to trunk trunks on the reported ports transfer from port lt port as a result of option settings numbers killed after lt time in Director interval gt of connection 1317 Information Switch lt ShoreTel Voice Switch ShoreTel SoftSwitch started No action Host Name gt ShoreTel Software Telephony Switch lt ShoreTel Voice Switch gt Starting 1319 Warning Switch lt ShoreTel Voice Switch User called emergency No action someone Host Name gt Emergency number already called for help Services Call on port lt port gt from user lt user
19. 2818 Error The ShoreTel database Database file Call ShoreTel is missing a table or corrupted or a Technical Support stored procedure query removed or needed to run the otherwise following stored inaccessible at this procedure name if time query This causes degraded functionality in IPDS Ensure that the HQ server and all Remote servers are running the same version of ShoreTel software ShoreTel 14 2 Maintenance Guide 270 APPENDIX Alerts This chapter includes information about ShoreTel alerts It contains the following information Overview of Aleis neie eekeg wa shocieatbaadoscataveasdadseesnonedcs ceaased denavoanbileceessibictecvadsadon 272 Bandwidth EC 273 COnnmection NEES eetugtsegegeuns ege Du eaud a aa a aae aia E 274 Server EE 274 WIC BE EE 275 TnK Group ET GE 277 Voice Quality Alerte 278 ShoreTel 14 2 Maintenance Guide 271 B Alerts Overview of Alerts Overview of Alerts This appendix provides a comprehensive list of ShoreTel alerts organized by category These alerts are a valuable resource for understanding events reported by the ShoreTel system Alerts identify system issues by correlating events that occur in the ShoreTel system The data for these correlations comes from the Windows event log the Monitoring Database and an internal database that keeps track of status information on sites and switches Alerts are available for the following aspects of the ShoreT
20. CFG Requesting Service ASCII phone is waiting for service Characters from the switch Characters in this string must be specified using UTF 8 RingDefine Up to 64 See the ShoreTel System CFG ASCII Administration Guide for a Characters definition of permissible values ShoreTel 14 2 Maintenance Guide 180 6 Other IP Endpoints IP Phone Configuration Table 33 Phone Configuration Parameters Continued Parameter Value Type Value Source Default RingMap Up to 64 See the document Custom CFG 8 ASCII Rings and Tones V4 for a Characters definition of permissible values RtpBase Up to 5 This is the base port from which CFG 3000 ASCII the phone transmits and characters receives media The valid range is an even number from 3000 to 65408 65408 is the highest even 16 bit number that allows enough headroom for the 64 RTP and 64 RTCP ports that are reserved when you establish an RTP base value Given an RTP base the phone should use the next 64 consecutive even numbers for RTP ports If within that range an existing reserved odd or even UDP port number is used the phone should skip over an even odd pair to the next even number For example if the user set rtpBase to 5550 then 5550 5552 5556 5558 etc is used In this example 5554 is skipped because 5555 is a reserved port used by the phonectl server actually 5554 is also used and also provides a reason for skipping over 5554
21. Maintenance Guide 167 6 Other IP Endpoints Manual Phone Configuration The default Password can be changed in ShoreTel Director For more information see the ShoreTel System Administration Guide 3 Enter the values listed in Table 28 when prompted Press to advance to the next settings or to exit Table 28 Boot up Configuration Prompts Prompt VGU Clear all values Press No DHCP ON Press and IP Enter the IP address for the phone Press Subnet Enter the Subnet mask Press Gateway Enter the gateway IP address Press FTP Enter the IP address of your ShoreTel server Press MGC Press Note The phone obtains the address from configuration files on the ShoreTel server SNTP Enter the IP address of your time server Press 802 1Q Tagging OFF Press Note Consult your network administrator before changing this value VLAN ID Press Save all changes Press Yes 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 Manually Configuring a Phone from the Keypad 1 With the phone on hook press the MUTE key followed by 73887 SETUP 2 At the Password prompt enter 1234 or the password provided by your system administrator followed by the key Note L
22. Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP CMCA Web Share TCP UDP 5450 Ping Sync TCP 80 HTTP Web share TCP 443 HTTPS Web share IM UDP 5451 UDP 5463 TCP UDP 5466 SMTP TCP 25 SMTP IP Phone Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Port Usage a Communicator Windows Instant Messaging TCP 5222 XMPP Conference Bridge Integration TCP 80 HTTP Configuration Control Presenter TCP 443 TCP 80 Communicator Windows Instant Messaging TCP 5222 XMPP Conference Bridge Integration TCP 80 or 443 HTTP Configuration Control Configurable Presenter TCP 443 TCP 80 Windows Video CMOP Server TCP 5464 CMCP Client TCP 5465 Media Stream UDP 10000 10550 RTP configurable ShoreTel 14 2 Maintenance Guide 323 Originating Device Switch Table 89 Port Usage Part 1 Continued V Switch Destination Device Service Appliance IP Phone Port Usage Part 1 Communicator IP Phone Call Control UDP 2727 MGCP Media Stream Call Control UDP 2727 MGCP Media Stream Media Stream UDP 10000 10550 RTP configurable Media Stream UDP 10000 10550 RTP configurable Media Stream UDP 10000 10550 RTP configurable Media Stream UDP 10000 10550 RTP configurable UDP 10000 UDP 10000 1
23. ShoreTel Brilliantly simple Maintenance Guide ShoreTel 14 2 Legal Notices Document and Software Copyrights Copyright 1998 2013 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 ShoreTel products are covered by patents as listed at http www shoretel com about patents html Version Information Maintenance Guide ShoreTel 14 2 Part Number 800 1847 01 Version MG_CR_14 1_08012013 Date January 28 2014 Company Information ShoreTel Inc 960 Stewart Drive Sunnyvale California 94085 USA 1 408 331 3300 1
24. ShoreTel T1 and ShoreTel E1 Voice Switches The ShoreTel E1 front plate is identical to the ShoreTel T1 front plate except for the E1 labeling The ShoreTel T1 provides higher density trunking to the central office using CAS or PRI signaling The ShoreTel T1 can also be used as a gateway to legacy PBX systems ShoreTel 14 2 Maintenance Guide 319 D Switch Port Pinouts ShoreTel T1 and ShoreTel E1 Voice Switches The ShoreTel E1 provides higher density trunking to the central office using PRI signaling The ShoreTel E1 can also be used as a gateway to legacy PBX systems Figure 35 ShoreTel T1 Front Plate Power T1 Port LED RJ 48C Network LEDs ShoreTel Default LAN RS 232C Switch Connectors Maintentance Port T1 Monitor Port RJ 48C Switch Capacity Digital Circuit Resources Q SG T1 One T1 circuit 24 channels per circuit 24 channels maximum Q SG E1 One T1 circuit 30 channels per circuit 30 channels maximum a Make Me Conference Resources None Maximum IP Phone Resources None ShoreTel T1 and ShoreTel E1 Connectors 1 DB 9 female connector for maintenance m 2 RJ 45 connectors for the LAN interface a 1 RJ 45 T1 telco port 1 RJ 45 T1 monitor port for connecting test equipment ShoreTel 14 2 Maintenance Guide 320 APPENDIX Port Usage This appendix contains ShoreTel port usage information and includes the following sections Port Usage Tables rrinin iiao aa Aa a aa e E a 322 Port Usa
25. audiohaldm gains p2 sideToneGaindB A numerical value The handset sidetone level CFG between 9 very loud for the IP420 and 33 quiet Values must be divisible by 3 Sidetone refers to the level at which you hear your voice Default 24 while speaking into a handset audiohaldm gains p8 sideToneGaindB A numerical value The handset sidetone level CFG between 9 very loud for the IP480 and IP480g and 33 quiet Values must be divisible by 3 Sidetone refers to the level at which you hear your voice Default 24 while speaking into a handset audiohaldm gains p8cg sideToneGaindB A numerical value The handset sidetone level CFG ShoreTel 14 2 Doc Type 141 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Configuration Parameters Value Format and Group Parameter Default Description Source net dot1XEnable On or Off Enable or disable 802 1x CFG network Default On Phone net dnsAddress Comma separated list The default list of static DNS DHCP of IP addresses servers CFG Phone net ntpServerAddress Comma separated list The default list of Network DHCP of IP addresses Time Protocol servers CFG Phone net policyCache On or Off Enable or disable caching of CFG LLDP MED network policy Default On on the phone power idleBrightness A number between 1 The intensity of the phone CFG and 100 which backlight when the phone is indicates a
26. destinations allowing PSTN failover return a contact list with a failover number Assuming that the users have the proper permissions when a remote site without a distributed voice server loses WAN connectivity if DRS is disabled cross site extension calls from the remote site would still happen because of PSTN failover If DRS is enabled however PSTN failover would not work because DRS lookup is required to determine the PSTN failover destination If DRS is unreachable because of a network issue it is not possible to discover the PSTN failover destination This limitation impacts remote sites that do not have a local DVS ShoreTel 14 2 Maintenance Guide 28 a ShoreTel Architecture CDR Data Storage CDR Data Storage In the event of a WAN outage local CDR data is stored for up to two hours on the device such as a DVS voicemail enabled switch or service appliance When WAN connectivity is restored the stored data is forwarded to the Headquarters database After two hours the distributed server deletes the data and logs an error to the NT event log Call Scenarios On hook Call from Communicator Figure 7 shows the communication protocols and components participating in a call dialed from Communicator to a PSTN destination ShoreGear 120 24 IP Phone ShoreGear T1 C TAPI NC MGCP RTP SIP Call Control Create Call 9140833133000 Create Call 9140833133000 Ring Phone Off Hook Call Setup Send Digits Ring Back Ca
27. m An insufficient number of ports are allocated for use as trunks m Outbound call volume is high with its trunks experiencing unexpected the identified trunk is causing issues in the behaviors system restart the switch Contact ShoreTel Technical Support for further assistance This alert clears automatically when the trunk reestablishes expected behavior and is back in service or when the switch is restarted Warning Trunk occupancy warning A trunk on a switch is being Allocating more ports on the switch for trunk threshold has been used for a high volume of calls usage will more evenly distribute the trunk exceeded This situation could occur for utilization load Refer to the ShoreTel System Administration Guide for more information or contact ShoreTel Technical Support for assistance This alert clears automatically when the trunk utilization percentage on the switch has sustained a level below the warning threshold for 3 minutes Voice Quality Alerts Table 75 on page 279 describes the alerts related to voice quality Messages are listed alphabetically within each severity level ShoreTel 14 2 Maintenance Guide 278 B Alerts Voice Quality Alerts Table 75 Voice Quality Alerts Soe ity Description Cause Action and Clearing Status Critical Call quality critical threshold A stream within a call Monitor the calls on the switch and any alerts has been exceeded occurring over a s
28. ACC The Account Code Collection Service ACC is a TAPI application running on any HQ or DVS server When it is enabled it allows account codes to be required or optional for outbound calls When a restricted PSTN call is attempted and account code collection is enabled the ShoreTel Voice Switch redirects the call to ACC ShoreTel 14 2 Maintenance Guide 41 La ShoreTel Server Server Maintenance Account Code Collection Service is responsible for Prompting the user for the account code Collecting and validating the account code a Attaching the account code to the call for reporting purposes Performing a blind transfer to the external number If the managing server is down or ACC is not available the call is directed to the Backup Auto Attendant TMS provides the following information to ACC Dialed number User group Backup Auto Attendant and correct menu number Account Code settings for each user group CAS exposes a list of account code names and numbers within Communicator clients to facilitate the account selection process for the user Softswitch Softswitch is used to host virtual users who are not assigned a physical telephone port on any ShoreTel Voice Switch The softswitch for each HQ or DVS server hosts all voice mail Auto Attendant and Workgroup extensions as well as route points managed by that server When softswitch is down loss of connectivity to the softswitch makes the voice mail Auto
29. DIR Retrieve Director Logs DS Retrieve DataServices Logs WGS Retrieve Workgroup Server Logs VM Retrieve Voice mail Logs IPDS Retrieve IPDS Logs IPCS Retrieve IPCS Logs DRS Retrieve DRS Logs CSIS Retrieve CSIS Logs ACC Retrieve ACC Logs CDR Retrieve CDR Logs TAPI Retrieve TAPI Logs DTAS Retrieve DTAS Logs SS Retrieve SoftSwitch Log TMS Retrieve TMS Logs ALLCONDB Retrieve All Configuration Database Logs ALLCDRDB Retrieve All CDR Database Logs ALLWIN Retrieve All Current Windows Logs ShoreTel NT Event Crash Dump ALLDBS Retrieve All ShoreTel Database Logs CDR Config ALLLOGS Retrieve All Current ShoreTel Logs ALL Retrieve All retrievable logs and databases f Upload the archive to the specified FTP server lt path gt lt user gt lt pass gt Specifies the FTP destination location when uploading the archive to an FTP server v Display version number of command line program then exit h Display name and description of command line parameters then exit Examples The following command line copies Voice Mail logs generated between 2 March 2007 and 6 March 2007 to C LogsDir directory ServerLog exe d1 030207 d2 030607 VM d C LogsDir ShoreTel 14 2 Maintenance Guide 47 La ShoreTel Server Using the Trunk Test Tool The following command line copies all voice mail logs generated today ServerLog exe VM d C LogsDir The following command line generate
30. However using the packet capture tool built into the phone both the encrypted and decrypted versions of the packets are displayed The packet capture can run for up to two hours or until the resulting pcap file reaches 70 MB If you specify a location through the diagnosticServers configuration parameter packet capture pcap files are uploaded to that location For details see Table 23 on page 138 If your installation does not have a diagnosticServers path configured by default the pcap files from the capture operation are uploaded to the following directory on the Headquarters server lt Drive gt inetpub ftproot or the default FTP location on the server However unless this directory allows anonymous write access which is not recommended uploading the capture file to this directory will fail Uploaded packet capture files are named as follows lt Phone MAC address gt _YYYYMMDD_HHMMSS pcap Where m YYYYMMDD is the date four digit year two digit month and two digit day when the pcap file was created on the phone HHMMSS is the time two digit hour two digit minute and two digit second when the pcap file was created on the phone The results of a packet capture operation are also accessible through the phone interface until you start a new packet capture operation ShoreTel 14 2 Doc Type 150 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone 1 With the phone o
31. RxGain7 8 8 4 0 RxGain8 5 5 0 4 RxGain9 2 2 4 RxGain10 1 1 8 12 SideTone 14 10 Handset DTMF 19 13 17 Attenuation Call Progress Tone 25 7 11 Attenuation Parameter Definitions he TxGain transmit gain parameter sets the level of the audio transmitted from the phone onto the network The RxGain receive gain values correspond to each of the 10 volume setting levels shown when the volume on the phone is adjusted Sometimes the RxGains are not high enough and need to be customized for an individual system SideTone is the audio picked up from the microphone and transmitted to the speaker speakerphone handset or headset speaker that provides feedback to the user that the phone is working SideTone gain is very subjective and is sometimes lowered and sometimes raised DTMF dual tone multi frequency Attenuation sets the receive DTMF level that the phone user ShoreTel 14 2 hears Maintenance Guide 172 6 Other IP Endpoints IP Phone Configuration Call Progress Tone Attenuation sets the level for the various tones played after a call is placed and before audio is connected The Plantronics CS50 wireless headset provides its own side tone plus inserts 20 ms delay between the headset and the phone which causes some people to say they hear echo when using the Plantronics headset and in this case headset side tone may need to be reduced When you speak Plantronics reduces th
32. Secure SIP SIPS un MGCP Figure 3 SIP SIPS and MGCP in a ShoreTel System ShoreTel s Enhanced SIP Call Control Call control between ShoreTel switches is based on Session Initiation Protocol SIP an application layer protocol defined by IETF for voice over IP applications Independent of the packet level SIP establishes modifies or terminates sessions without respect to media content Because of its extensibility and advanced integration capabilities SIP is considered the protocol standard for real time communications ShoreTel 14 2 Maintenance Guide 20 a ShoreTel Architecture Call Control In ShoreTel s implementation of SIP call control functions are split among the following software modules User Agent Location Service Admission Control Service Bandwidth Manager SIP architecture deploys a peer to peer model in which endpoints can function either as clients or servers User Agents User agent objects represent call endpoints an extension or a trunk Each user agent is addressable by a SIP URL For extensions the URL syntax is sip nnn ip_addr 5441 where a nnn extension number a ip_addr IP address a 5441 UDP port number used by ShoreTel Call Control For trunks the URL syntax is sip TGrp_xxxpyy ip_addr 5441 where a xxx trunk group number Q yy port number a 5441 UDP port number used by ShoreTel Call Control In ShoreTel s call control protocol user
33. Service Name Service ID Process Description Distributed Server ShoreWare ShoreTel WGSvc Manages workgroups and Workgroup queues Server CMCA Service CMCA Conference bridge application File Transfer FTService Transfers files using Service SMTP qmail engine IM Service IMService XMPP based Instant Messaging engine Media Service STMedia STTS Media engine QMail Service QMailService SMTP service on Linux servers Services SMogr Services Manager for Manager Service starting stopping and monitoring services SM Service SMService Backend service that enables service CLI access ShoreTel Server File System Table 4 lists the directories where the ShoreTel server installs its files The Windows System user and the IPBX user created by the ShoreTel installer require full access to all the ShoreTel directories All other users can be granted access on an as needed basis The server installs files with default access permissions System administrators might want to ensure a more secure environment To ensure the security of sensitive and or personal information confine access to the VMS and Database directories strictly to administrator system and IPBX users ShoreTel 14 2 Maintenance Guide 56 Loi ShoreTel Server Directory ShoreTel Server ShoreTel Server File System Table 4 ShoreTel Server File System Description Contains all ShoreTel server system files and dlls This directory is located on the
34. ShoreTel 14 2 Maintenance Guide 289 D Switch Port Pinouts ShoreTel 90 Voice Switch a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 Make Me Conference Resources 12 ports a Ports 1 12 Maximum IP Phone Resources 90 devices a Analog Port Reallocation 60 Q Built in Resources 30 ShoreTel 90 Connectors 1 3 5 mm mono connector for audio input music on hold 1 3 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance 2 RJ 45 connectors for the LAN interface 1 RJ 21X male connector for mass termination of the telephone trunk ports a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Backup Operator Extension Port 12 ShoreTel 90 RJ 21X Telephone and Trunk Connector Table 76 ShoreTel 90 RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Trunk 1 Blue White 26 White Blue 2 Orange White 27 White Orange 2 Trunk 3 Green White 28 White Green A Brown White 29 White Brown 3 Trunk 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 4 Trunk 7 Orange Red 32 Red Orange 8 Green Red 33 Red Green 5 Trunk 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 6 Trunk 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 7 Trunk 13 Green Black 38 Black Green ShoreTel 14 2 Maintenance Guide 290 rH Switch Port P
35. TMS and ShoreTel Voice Switches ShoreWare ShoreTel LogService exe Accepts logging from Remote Logging RemoteLogSvc remote computers Service ShoreTel ShoreTel RPCAP Runs remote packet Remote Packet capture operations for Capture Service diagnostic purposes ShoreTel SAMS ShoreTel SAMS Provides services to ShoreTel Director application ShoreWare ShoreTel SoftSwitch VTSMain exe The SoftSwitch hosts call X Software endpoints for voice mail Telephony Workgroup route points Switch and other IVR extensions Virtual users are hosted on the Headquarters SoftSwitch ShoreTel System ShoreTel SysMgrSvc_ SysMgrSvc exe Provides IP phone Management registration and other Service functions ShoreWare ShoreTel TMS Tms exe The telephony platform for X Telephony ShoreTel applications Management ShoreTel services and Service TMS third party TAPI applications ShoreWare ShoreTel Provides transport Transport Server TransportSvc services for ShoreTel applications and services ShoreTel Voice ShoreTel VmEmSync VmEmSyncSvc exe Provides voicemail and Mail email synchronization Synchronizer ShoreTel Web ShoreTel WebFrameWork exe Provides support for Framework WebFrameworkSvc ShoreTel Communicator Server for Web and interactions with Client Application Service ShoreTel 14 2 Maintenance Guide 55 ES ShoreTel Server ShoreTel Server File System Table 3 Service Descriptions Continued
36. Task exception occurred Technical Support and occurred System needs to be be prepared to provide restarted the log files for further analysis 106 Error Switch lt ShoreTel Voice Switch A task exception occurred Contact ShoreTel Host Name gt Task exception The ShoreTel Voice Switch Technical Support and occurred System automatically experienced an internal be prepared to provide restarting error and is rebooting the ipbx and tmsncc log files for further analysis 107 Information Switch lt ShoreTel Voice Switch ShoreTel Voice Switch No action Host Name gt Restart request _ restarted via the Quick Look received system is being interface shutdown and restarted 108 Error Switch lt ShoreTel Voice Switch No longer reported in NT This event code reports Host Names Internal error event log internal software debug statements for use by ShoreTel developers ShoreTel 14 2 Maintenance Guide 223 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action 109 Error Switch lt ShoreTel Voice Switch The switch cannot seize a Verify that the trunk line Host Name gt Unable to seize _ trunk is connected to the trunk on port lt port number gt ShoreTel Voice Switch Taking trunk temporarily out of e service Check wiring between ShoreTel Voice Switch and the telephone company De marc Connect a phone or tele
37. The default IP Phone Password can be changed in ShoreTel Director For more information see the ShoreTel System Administration Guide 3 Enter the values 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 14 2 Maintenance Guide 168 6 Other IP Endpoints Displaying IP Phone Settings Displaying IP Phone Settings You can display the phone s current IP parameters setting by entering a key sequence from the phone s keypad 1 With the phone on hook press the MUTE key followed by 4636 INFO The phone displays the first two parameters 2 Press to advance the display or to exit The phone resumes normal operation after the last parameter is displayed Resetting the ShoreTel IP Phone 1 With the phone on hook press the MUTE key followed by 73738 RESET The phone reboots Configuration for ShoreTel IP Phones Boot Configuration Operation Upon booting IP phones use the FTP server address to acquire their configuration specifications The FTP server address is determined from DHCP site specific options default option 156 If DHCP is disabled the FTP server address can be manually entered on the phone and the information is stored in the flash memory of the phone Alternatively i
38. This is a fatal condition Technical Support and be prepared to provide server logs ShoreTel 14 2 Maintenance Guide 266 IP Phone Display Server IPDS Table 68 P Phone Display Server IPDS Continued ID Severity Level Message Cause Action 2803 Warning An unexpected service The Win32 Service Contact ShoreTel control message Control Manager Technical Support lt Message ID as reports an and be prepared to hexadecimal integer gt unexpected provide server logs was encountered message The IPDS installation was probably modified manually by the user 2804 Warning An unexpected An exception Contact ShoreTel exception was occurred and was Technical Support encountered and handled by the and be prepared to handled Exception logging ofthe error provide server logs description lt Description here gt Typically one or If users are more of the phones experiencing are displaying problems perform anomalies a an administrative display update may restart on the not have been sent phones or a phone display is out of sync 2805 Error An unhandled exception An exception Immediately notify was encountered occurred but was all IP phone users Exception description not handled and restart IPDS to lt Description here gt restore normal service Use the Send Diagnostic Message to dispatch a message to all phone displays Contact ShoreTel Technical Support and be prepared to
39. both of which are available through ShoreTel Director When a switch update is required the value in the Service column in either the Diagnostics amp Monitoring system or Quick Look is one of the following Firmware Update Available indicates that a patch is available and an upgrade is required to load the patch When a switch is in this state it is fully functional and in communication with TMS and the other switches in the system Firmware Version Mismatch indicates that you must upgrade the switch before it can communicate with the TMS server A switch with mismatched firmware can communicate with other switches of the same version and manage calls but cannot support server and client applications To upgrade the firmware for ShoreTel Voice Switches use either the Diagnostics amp Monitoring system or Quick Look You can also upgrade a switch s firmware manually with the burnflash utility Using the Diagnostics amp Monitoring System to Upgrade Switch Firmware 1 Launch ShoreTel Director 2 Click Maintenance gt Diagnostics amp Monitoring The Dashboard page is displayed 3 Click Status gt Switches The Switches page is displayed 4 Select the check box for the switch es you want to upgrade 5 In the Command drop down menu select Reboot 6 Click Apply 7 In the Confirmation dialog box click OK Using Quick Look to Upgrade Switch Firmware 1 2 ShoreTel 14 2 Launch ShoreTel Director Click Mainten
40. call manager and the phone gateway follows a master slave model MGCP an industry standard protocol is used to Deliver information to the IP phone display Setup and tear down media streams Report phone events such as key presses on hook and off hook Configuration ShoreTel maintains a configuration database with all the static and dynamic system configuration data Any modifications made to the configuration database are broadcast to other system components such as the server applications and TMS The database is accessed and updated using Open Database Connectivity ODBC TMS on the Headquarters server talks to the local TMS Call Detail Report CDR database which is in Crystal Reports format using COM TMS uses Network Call Control NCC to send each switch its configuration information The ShoreTel voice switches that are connected to the network via LAN WAN interact with TMS using the NCC Client interface Figure 4 on page 23 shows how data flows within a ShoreTel system ShoreTel 14 2 Maintenance Guide 22 SR ShoreTel Architecture TAPI and ShoreTAPI Headquarters Site Regional Site Remote Remote Server _ Telephony Management Service TMS Distributed Telephony Application Service DTAS Voicemail Media Driver System Driver Media Driver System IP Phone Analog Phone Analog Phone Analog Phone ee Information Server IIS Client Application Server a on IP Phone
41. connection with an IP replaced and the take the rogue Phone IP Phone Details previous switchis agent off line IP Address lt IP address gt still on line or if an MAC Address lt MAC IP phone is moved Typically this event Address gt Call Agent from one ShoreTel 0ccurs when two Details lt Call Agent IP Phone System to Cal agents attempt Details gt Config d another to control the same Agent lt Configured IP phone Agent gt Rogue This error can Agent lt Rogue Agent gt Cause the IP phone to exhibit unexpected behavior 255 Warning The configuration This server is not The administrator database does not list configured in must configure this this server as a ShoreTel Director server correctly in configured ShoreTel as one of the ShoreTel Director server The TMS ShoreTel servers and ensure that a Telephony Management or IP addresses on correct IP address Services on this system this server do not is given remains in standby and match any of the is not fully available configured IP while this condition is addresses for present Check the servers in ShoreTel ShoreTel Director Director configuration of servers for correctness ShoreTel 14 2 Maintenance Guide 246 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 256 Warning This server is configured ShoreTel servers The administrator with Loopba
42. discovered by reading the value returned by the showConnInfo command dest IP is the IP address of the destination IP phone to which the command is sent ShowTime The showTime command Table 42 prints the time of day on the command line for the destination IP phone Table 42 showTime Command Example Parameters Prompt phonectl showTime Prompt phonect1l showTime destIP is the IP address of the destIP 192 168 0 170 destination IP phone to which the command is sent Version The version command Table 43 prints the version of the PhoneCTL software Table 43 version Command Example Prompt phonectl version Prompt phonectl version ShoreTel 14 2 Maintenance Guide 191 6 Other IP Endpoints SoftPhone SoftPhone The ShoreTel SoftPhone can be launched through Communicator SoftPhone does not support NAT or firewall transversal Problems with the Headquarters server or network connectivity can prevent the SoftPhone from being loaded From a configuration and management standpoint the SoftPhone appears to be an IP phone with some limitations User have access to the DTMF keys 0 9 on hook off hook and flash The SoftPhone user interface does not have a display so it does not interact with IPDS Just like an IP phone the SoftPhone uses MGCP for call setup and teardown and RTP for media IP phones are uniquely identified by their MAC address In most cases the SoftPhone is identified by
43. flash is displayed The only exception is the DHCP value which defaults and clears to the ON state Setup value may be returned to the lt Not Set gt state by a Answering yes to the Clear All Values query a Executing the factory CLEAR command only executable from the serial port a All values are lt Not Set gt when the phone is new Perform this error checking on IP address entries during setup a Only 0 9 and are accepted Leading zeroes are ignored Values outside 0 255 are ignored If 2 digits are input a third digit that makes the value gt 255 is ignored So upon entering 654 the 4 is ignored nm Multiple inputs are ignored nm If no entry is provided before is entered a 0 is automatically inserted Parameter Precedence The IP phones use the following order of precedence sources for all parameters 1 Config file 2 DHCP if active 3 Setup Command ShoreTel 14 2 Maintenance Guide 186 6 Other IP Endpoints PhoneCTL Command Line Tool 4 Defaults In other words configuration parameters have precedence over DHCP over Setup over Defaults Not all parameter sources may be supported for every parameter Table 33 on page 175 indicates which sources are allowed for each parameter To fully manually configure a phone simply turn off DHCP then use the Setup command but be sure not to specify an FTP server that might download a config file and overwrite yo
44. n 1 lost to the specified and confirm thatthe switch or the switch is up switch may be down ShoreTel 14 2 Maintenance Guide 261 ES Event Codes Kadota Utility Table 63 lists and describes event codes for Kadota utility Table 63 Event Codes Kadota Utility Kadota Utility ID Severity level Message Cause Action 1400 Information lt ShoreTel KadotaUtil gt Specified version of No action service starting Version Kadota Utility lt version number gt started 1401 Information lt ShoreTel KadotaUtil gt Kadota Utility No action service stopping stopped Call Accounting Table 64 lists and describes event codes for call accounting Table 64 Event Codes Call Accounting ID Severity level Message Cause Action 2000 Warning TmsCdr records an During archiving Remove or replace attempt to archive an the call accounting the CDR archive entry from table lt table service database files name gt of lt database encountered a name gt to that of duplicate key value lt archive name gt with a in a table duplicate lt duplicate ID gt primary key It might be A duplicate value caused by a manual usually means the manipulation between _ item was already CDR mdb and its backup amp rchived YOrSION Results from renaming or moving the CDR database file without also renaming or moving the CDR archive database files 2008 Information Shore Tel CDR service Used to r
45. objects to share information from the configuration database among themselves and to write configuration information to the database Static configuration parameters are written to the database by ShoreTel Director and system components access the database to read write current state information User configuration options are written to the database from Communicator the telephone interface voice mail options Communicator for Web and Communicator for Mac ShoreTel Director is accessed via a web browser The service ShoreTel ZIN running on the Headquarters server manages these COM communications for all services There is a single writable instance of the ShoreTel database on the Headquarters server even if distributed databases are created on distributed voice servers Each ShoreTel service on a distributed server caches a copy of the configuration database in internal data structures When a distributed server loses connection to the Headquarters server changes made to the Headquarters configuration database are no longer received by the distributed server However services continue to function with the most recent configuration data until connectivity is restored When the connection is restored the distributed server automatically receives and incorporates any changes made to the Headquarters database during the outage If a distributed server restarts without a connection to the Headquarters database then ShoreTel services are started
46. reboot in five seconds and try again Check the BOOTP DHCP server and the network configuration to ensure that the voice switch is receiving a valid IP address 5 flashes a The operating system is not available a The switch is booting from FTP but cannot find the boot files It automatically reboots in five seconds 6 flashes a The switch is using a previously stored IP address a A BOOTP DHCP transaction was attempted but the BOOTP DHCP server did not respond The switch continues to use the IP address stored in nonvolatile memory until it receives a valid response If the switch receives a response that provides a different IP address it reboots using the new IP address If the switch receives a response that matches the IP address stored in nonvolatile memory it continues operation and the power LED stops flashing If the problem persists check the BOOTP DHCP server and network configuration VxWorks Command Line Interface VxWorks provides a variety of useful tools and debuggers This command line interface offers access to both standard VxWorks commands and ShoreTel commands You can access the VxWorks interface by opening a Telnet session to a switch without invoking CLI You may also enter the VxWorks command line interface from a serial interface by entering the command gotoshell from the Shoreline gt prompt To return to CLI enter the command cliStart Use caution when using the VxWorks interface running
47. the phone automatically goes on hook Only if a user is on the handset does the phone stay off hook and play a dial tone A user using hands free mode with speaker or headset goes on hook without a dial tone ShoreTel 14 2 Maintenance Guide 192 6 Other IP Endpoints Park Park When a user is on a call and hits the park button the phone remains off hook and plays a dial tone When a user parks a call while on the speakerphone or headset the phone automatically goes on hook The phone plays dial tone only if the user is on the handset When using hands free mode with the speaker or headset the phone goes on hook without a dial tone Hold Multi line IP Phones When a user on a multi line IP phone places a call on hold while on the speakerphone or headset the phone goes on hook If the user is on the handset the phone plays a dial tone A user using hands free mode with speaker or headset goes on hook without a dial tone To retrieve the call go off hook by lifting the handset pushing the speaker button pushing the headset button or pushing the call appearance To answer a second incoming call press the second call appearance To retrieve a second held call press the second call appearance Hold Single line IP Phones IP110 IP115 When a user on a single line IP phone places a call on hold while on the speakerphone or handset the phone remains off hook and plays a dial tone To retrieve a call the user can go o
48. 14 2 Maintenance Guide 179 6 Other IP Endpoints IP Phone Configuration Table 33 Phone Configuration Parameters Continued Parameter Value Type Value Source Default Layer2Tagging 1 ASCII 802 1Q tagging enable on Port SSON 0 character 1 CFG MAN 0 Disable 1 Enable Layer2Signaling 1 ASCII Layer 2 signaling priority values CFG 0 character from 0 to 7 MaxJitter Up to 4 The maximum value that the CFG 50 ASCII jitter buffer may be allowed to characters grow Valid values are 10 to 300 mS in 1 mS steps MgcAuthenticate Up to 1 If enabled then only CFG 0 ASCII authenticated MGC messages Character are accepted by the phone 0 disable 1 enable MgcServers Up to 64 Comma separated list of up to 2 SSON 0 0 0 0 ASCII MGC Servers Must be in CFG Characters dotted decimal format MAN Example 192 168 0 1 192 168 0 2 MonthsOfYear Up to 64 Comma separated list of the CFG Jan Feb Mar Apr ASCII months of the year May Jun Jul Aug Characters abbreviations used by the Sep Oct Nov Dec phone to display the time The first month is January NoSvec Up to String displayed when phone CFG No Service 64ASCII service is lost Characters in Characters _ this string must be specified using UTF 8 PersistantEvents Up to 255 Comma separated list of CFG 8 ASCII persistent events Example Characters L hu L hd U kd U ku ReqSvc Up to 64 String that is displayed as the
49. 1601 0 Server major minor build 0 Example 14 3 1601 0 Remote Server major minor build 0 Example 14 3 1602 0 Client major minor build 0 Example 14 3 1603 0 Switch major minor build 0 Example 14 3 1604 0 Patches are software fixes that update a specific version of software and cannot be applied to previous major or minor versions ShoreTel 14 2 Maintenance Guide 60 CHAPTER ShoreTel Voice Switches This chapter describes maintenance considerations for ShoreTel Voice Switches It contains the following information ShoreTel 14 2 Eegen A 62 ShoreTel Voice Firmware Lpoorades 63 Using the Diagnostics amp Monitoring System to Upgrade Switch Firmware 63 Using Quick Look to Upgrade Switch Firmware sssesesseessessseesereeerreesrneesns 63 Manually Upgrading the Switch s Firmware 64 ShoreTel Voice Switch Boot Options 64 IP Address from DACP EE 65 Accessing ShoreTel Voice Switch CLI on the SoftSwitch cccccccesseeeeeees 67 Router Auto Delete Properties for ICMP Redirects ssssnnnsssennenennnnnneenrnnnene 68 Using a Telnet Session to Set IP Address and Boot Parameters nn00ss1100 69 DEE 71 ShoreTel Voice Switch Configuration Reset ccccceeeceeeceeeeeeeeeseeteeeeenaeeseaes 72 ShoreTel Voice Switch Utilities 2 0 0 ccccccecesneceeeeeeneeeeeeeaaeeeeeeseaeeeeeseeseeesessaaes 72 leiere UT 73 Burmas Utility E 74 A deht EE eege iee Dese 74 VxWorks Command Lin
50. 174 handle 2ea6la7c 7166 4d2b 94eb e78d4e7797cc 14 59 43 032 3044 4492 gt Call event 0x20000012 0x04AE2298 00050000 0026 4f29 dcf1 00104919487e 2 version 1 topic shoretapi message event timestamp 600091937 sequence id 3015 msg 2 param1 32768 param2 0 param3 4 Playing Messages From Remote Mailbox If the user s mailbox is on a different site from the telephone use the flow of requests and responses between the client and server CAS for to determine problems with playing voice mail messages The following tasks show successful actions when playing messages from a remote mailbox Download request and get response 15 41 30 634 P TID 10196 628 VoiceMailStorage PrepareDownloadMessage Response topic vm message prepare download timestamp 1329349274232 sequence id 9027 request id 54 response 0 Get download location evt 15 41 30 823 P TID 10196 CASEvtMgrThread VoiceMailStorage OnProcessEvent topic vm message download location evt timestamp 1329349274357 sequence id 9028 location http 10 186 0 141 5449 voicemail download 5FXZPVBDE wav session id 0aba0044cc22c3bb890b57fbldaalc26d27aa846dc5b89d4 mbox id 190 msg id 5FXZPVBDE Client downloads file from server 15 41 30 842 P TID 10196 PCMMainThread AudioFileWavePlayer VoiceMail_DownloadLocation downloading file from ShoreTel 14 2 Maintenance
51. 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension DID 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension DID 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 30 Voice Switch Figure 21 ShoreTel 30 Front Plate Audio Input Port music on hold Status Network LAN 1 LED LEDs Connector Shorelel ShoreGear 30 e a Gom o gt Switch d LiNw ACTLAN2 100 Se Power Network LAN 2 RS 232C RJ 21X LED LEDs Connector Maintentance Telco Port Port Audio Output Port night bell Switch Capacity Analog Circuit Resources a Ports 1 2 Two Loop Start Trunks a Ports 11 12 Two Extensions or DID Trunks A single command configures all ports as either Extensions or DID trunks a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 m Make Me Conference Resources none Maximum IP Phone Resources none Q Analog Port Reallocation 20 Q Built in Resources 10 ShoreTel 14 2 Maintenance Guide 295 D Switch Port Pinouts ShoreTel 30 Voice Switch ShoreTel 30 Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface 1 RJ 21X male connector for mass termination of
52. 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 40 Voice Switch The ShoreTel 40 is often referred to as the ShoreTel 40 8 SG 40 8 ShoreTel 14 2 Maintenance Guide 317 D Switch Port Pinouts ShoreTel 40 Voice Switch Figure 34 ShoreTel 40 Front Plate Audio Input Port music on hold Power LED Analog Phone Ru 11 Network LEDs O ShoreTel wid e sas ae So oe Bii F Keck Default LAN RS 232C RJ 21X Telco Switch Connectors Maintentance Port Port Switch Port Audio Output Port LEDs night bell Switch Capacity Analog Circuit Resources a Ports 1 2 Two Loop Start Trunks DID Trunks or Extensions a Ports 3 4 Two Loop Start Trunks a Ports 5 8 Four Extensions a Power Failure Transfer Unit Trunk Port 4 to Extension Port 5 a Make Me Conference Resource eight ports a Ports 1 8 Maximum IP Phone Resources 40 devices a Analog Port Reallocation 40 ShoreTel 40 Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface 1 RJ 11 connector for connecting an analog phone extension 9 a 1 RJ 21X male connector for mass ter
53. A reboot takes much longer than a restart a Restarting a voicemail enabled switch only restarts the ShoreTel switch application layer without restarting the operating system and its services For ShoreTel voice switches running on VxWorks rebooting and restarting are identical Under certain conditions initiating a restart reboots the switch One example is when a switch upgrade is available ShoreTel voicemail enabled switches boot loads data and programs from contents of their internal memory Network parameters including IP addresses are required to complete the boot process Switches obtain these parameters either from a DHCP server or through manual entry New switches always attempt to access a DHCP server Within installations where a DHCP server is not available switches must be manually configured including the designation of the IP address and other configuration parameters For switches not yet placed on a network this configuration must be performed through the maintenance port For switches that are on the network switches can be configured through stcli ShoreTel 14 2 Maintenance Guide 97 KS Voicemail Enabled Switches Manually Specifying Switch Parameters When using DHCP ShoreTel recommends using DHCP reservations for each switch to ensure that DHCP leases are not lost A voicemail enabled switch can be brought up through a regular boot or by a software upgrade boot FTP booting is also available for troubleshoo
54. Accessing Utilities from an MS Windows Server on page 93 To display the svccli commands enter help or For more information about svccli commands see SVCCLI Commands on page 102 To exit svccli type Ctrl c or enter the letter q Cfg Utility The cfg utility is a command line tool that provides detailed information about the voicemail application The cfg exe file resides in the following directory shoreline communications ShoreTel server ShoreTel 14 2 Maintenance Guide 96 Ep Voicemail Enabled Switches Booting and Restarting Voicemail Enabled Switches To start cfg 1 Open a DOS window pointing to the shoreline communications ShoreTel server directory 2 Enter cfg and press Enter The system displays the Local gt prompt when cfg is ready All commands are entered at the above prompt Results are displayed in the DOS window or in the voicemail logs Note L You can also initiate the cfg command from the voicemail enabled switch directly by typing cfg at the command prompt T WARNING Some cfg utility commands may damage the system if used incorrectly Make sure you understand the commands before you use them For a list of the commands available through the cfg utility see Cfg Utility Commands on page 114 Booting and Restarting Voicemail Enabled Switches Rebooting and restarting voicemail enabled switches have different scopes Rebooting a voicemail enabled switch also reboots the Linux kernel
55. Address gt _ Sends switch state information By default the system puts this information in the same folder where ipbxctl utility is running Note This may be disruptive to normal switch function Use this command only for diagnostic functions not for reporting reset Clears all flash memory Returns switch to factory defaults regedit Commands Table 19 describes the regedit commands Table 19 Regedit Commands and Descriptions Command Description key lt keyname gt lt keyname gt Makes subkey lt keyname gt current key lt keyname gt lt keyname gt Makes subkey lt keyname gt current key Displays current key values recursively depending on display mode d key Displays current key values recursively depending on display mode d Display current values key Display current values Go up one level key Go up one level addkey lt keyname gt Add subkey lt keyname gt to current key delkey lt keyname gt Delete subkey lt keyname gt from current key addstr lt valname gt lt strvalue gt Add lt valname gt lt strvalue gt to current key addnum lt valname gt lt numvalue gt Add lt valname gt lt numvalue gt to current key lt numvalue gt is lt base1 Odigit gt addhex lt valname gt lt hexvalue gt Add lt valname gt lt hexvalue gt to current key lt hexvalue gt is Ox lt hexdigit gt
56. Blue Yellow 41 Yellow Blue 17 Extension 17 Orange Yellow 42 Yellow Orange 18 Extension 18 Green Yellow 43 Yellow Green 19 Extension 19 Brown Yellow 44 Yellow Brown 20 Extension 20 Slate Yellow 45 Yellow Slate 21 Extension 21 Blue Violet 46 Violet Blue 22 Extension 22 Orange Violet 47 Violet Orange 23 Extension 23 Green Violet 48 Violet Green 24 Extension 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 60 Voice Switch The ShoreTel 60 is also referred to as the ShoreTel 60 12 SG 60 12 ShoreTel 14 2 Maintenance Guide 315 D Switch Port Pinouts ShoreTel 60 Voice Switch Figure 33 ShoreTel 60 Front Plate Audio Input Port music on hold Power Analog Phone RJ 11 LED Network LEDs ONAA gt o Ai a F Default LAN RS 232C RJ 21X Telco Switch Connectors Maintentance Port Port f Switch Port Audio Output Port LEDs night bell Switch Capacity Analog Circuit Resources a Ports 1 8 Eight Loop Start Trunks DID Trunks or Extensions a Ports 9 12 Four Extensions a Backup Operator Extension Port 9 a Power Failure Transfer Unit Trunk Port 8 to Extension Port 9 a Make Me Conference Resource 12 ports Q Ports 1 12 Maximum IP Phone Resources 60 devices a Analog Port Reallocation 60 ShoreTel 60 Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female co
57. CAS rather than Client Server Internet Service CSIS to retrieve and update data ShoreTel Communicator provides desktop call control as well as voicemail directory and call logging features Users of supported versions of Microsoft Outlook can integrate their voicemail contacts and calendar with the ShoreTel system 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 Central to the system is the standards based Distributed IP Voice Architecture shown in Figure 2 on page 16 which uniquely distributes call control intelligence to voice switches connected anywhere on the IP network In addition the Distributed IP Voice Architecture distributes voice applications including voicemail systems workgroups account codes and automated attendants to servers across locations rather than centralizing applications on the Headquarters server The resulting solution provides a single image system for all locations and voice applications ShoreTel 14 2 Maintenance Guide 15 a ShoreTel Architecture Distributed Applications Platform Integrated Open Open Third Party Applications Applications Applications P Open API Layer Distributed Applications Platform Single System Management Distributed Call Control U Open Protocol Layer Voice Endpoints Figure 2 Distribute
58. Call Control UDP 5442 DRS UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Database TCP 4306 MYSQLCCG TCP 4308 MYSQL config Transport TCP 5432 CDS Configuration Control TCP 21 FTP CTL Boot files TCP 20 FTP DATA Boot files Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Configuration Control UDP 67 DHCP Server Maintenance UDP 162 SNMP TRAP Call Control UDP 5060 SIP Media Stream UDP 1024 65535 RTP for SIP UDP 123 NTP Traceroute UDP same as RTP ShoreTel 14 2 Maintenance Guide 329 Table 90 Port Usage Part 2 Continued Originating Device Softphone Destination Device Distributed Voice Server Headquarters Server Port Usage Part 2 Media Stream UDP 10000 10550 RTP configurable Service Appliance Traceroute UDP same as RTP Call Control TMS RPC TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP UDP 5500 5600 MSRPC SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5442 DRS UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Database TCP 4306 MYSQLCC TCP 4308 MYSQL config Transport TCP 5432 CDS IM TCP 80 any HTTP TCP 5449 5469 web proxy session manager Configuration Control TCP 21 FTP CTL Boot files TCP 20 FTP DATA Boot files M
59. Digital Circuit Resources 30 channels maximum a One E1 circuit 30 channels per circuit a Make Me Conference Resource None Maximum IP Phone Resources None ShoreTel E1k Connectors 13 5mm mono connector for audio input music on hold 13 5mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface a 1 RJ 45 T1 telco port 1 RJ 45 T1 monitor port for connecting test equipment ShoreTel 14 2 Maintenance Guide 305 D Switch Port Pinouts Specifications SG Voice Switches Specifications SG Voice Switches ShoreTel 90V Voice Switch Figure 28 ShoreTel 90V Front Plate Audio Input Port music on hold RS 232C Status Network LAN 1 Auxilary LED LEDs Connector Port Gi ShoreTel ShoreGear 90V Power Network LAN 2 RS 232C RJ 21X LED LEDs Connector Maintentance Telco Port Port Default Switch LU H O MAINT Audio Output Port night bell Switch Capacity Analog Circuit Resources a Ports 1 8 Eight Loop Start Trunks a Ports 9 12 Four Extensions or DID Trunks A single command configures all ports as either Extensions or DID trunks a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Make Me Conference Resources 12 ports a Ports 1 12 Maximum IP Phone Resources 90 devices a Analog Port Reallocation 60 Q Built in Resources 30 ShoreTel 90V Connectors 13 5
60. Ethernet network established using lt Ethernet speed gt lt Duplex mode gt 164 Error Switch lt ShoreTel Voice Switch The switch is no longer Confirm that network Host Name gt Ethernet link lost connected to the Ethernet _ cables and ports are network connected properly and are in working order 165 Warning Switch lt ShoreTel Voice Switch The twisted pairing wiring for Although the switch Host Names Receive pair an ethernet cable is continues to function polarity reversed reversed replace the suspect cable Maintenance Guide 229 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action 166 Error Switch lt ShoreTel Voice Switch The fan in the ShoreTel Replace the ShoreTel Host Names Fan failed Voice Switch failed Voice Switch 167 Warning Switch lt ShoreTel Voice Switch The fan in the ShoreTel If this event is Host Name gt Fan running slow Voice Switch is running accompanied by Event slow 168 no action is D required If the condition persists the switch may overheat If the error persists replace the switch 168 Information Switch lt ShoreTel Voice Switch The fan in the switch is No action Host Name gt Fan running running normally normally 169 Information Switch lt ShoreTel Voice Switch The internal operating No action Host Name gt Operating temperature of the switch
61. FTP server Language MGC server Model number SNTP server MAC address Tagging on off Serial number Application file Hardware version Boot file Mute 7464 PING The phone prompts for an IP address and then pings that IP address 5 times and report the result after 10 seconds ShoreTel 14 2 Maintenance Guide 185 6 Other IP Endpoints Local Keypad Procedures Table 34 Local Command Interface Continued Access Sequence Mnemonic Procedure Description Mute 73738 RESET After displaying a warning resets the phone On the top line Reset Phone and on the bottom line no yes Mute 73887 SETUP After the mute sequence is provided if SetupPassword is not null then prompt for the proper password ending in Do not display password digits as they are entered but use If a match then prompt to Clear All Values If no then prompt for DHCP On Off If DHCP is on skip over the prompts for IP Address Subnet Mask and gateway Then prompt for FTP Server MGC Server SNTP Server Tagging On Off VLAN ID Ethernet1 Ethernet 2 Country and Language Save to NV storage if values are modified If Clear all Values is answered with yes in addition to returning settings to the lt Not Set gt state any cached DHCP values including the IP address are cleared If a value was never configured using SETUP it is displayed lt Not Set gt when its prompt is displayed Otherwise the value stored in
62. From client log find out request and see it s response Issue Call is not appearing or ghost call Resolution If call is not appearing then make sure client is connected If there is ghost call then restart client and see if it is stuck on server side or client side Issue Call action buttons are not enabled Resolution Look at the call events and review any action flags You can also run WinCASClient to find out if this is issue is caused by the client or server ShoreTel 14 2 Maintenance Guide 210 EN ShoreTel Client Applications Troubleshooting CAS IPDS Issues Troubleshooting CAS IPDS Issues Client Application Server CAS is a collection of many client modules including IPDS Default tracing in CAS is appropriate for troubleshooting most of the issues in TAPI history voice mail database activity Data API requests and client login issues Default tracing in CAS is not suitable for monitoring and troubleshooting CAS SM traffic CHM scheduling and presence quick dialer issues and uploading personal contacts CAS Log Files A critical resource for troubleshooting are the CAS log files The CASWEBSRV YYMMDD XXXXXxX Log file logs CAS Web server activity It is useful for estimation of CAS loads The IPDS YYMMDD XXXXXxX Log traces core CAS IPDS activity on phones HTTP clients and internally It tracks contexts of the events using specific tags No client context gt Phone context ccoid Client context dn
63. Headquarters server No upload server could be reached If the diagnosticServers configuration parameter was used to specify a destination for log and capture uploads check the status of that server Otherwise check the status of the Headquarters server No valid config server present The phone has attempted to contact all configuration servers specified through DHCP option tags 156 or 66 or set manually through MUTE 73887 SETUP but no configuration server is reachable Check the status of the configuration server or servers Phone application initialization Remote syslog diagnostic message for MAC Address gt This message is captured in the remote and local syslog when the phone reboots regardless of the reason for the reboot Phone crash for lt MAC An error has occurred causing the phone to automatically Address gt reboot Phone deadlock An error has occurred causing the phone to automatically detected for MAC reboot Address gt SIP server lt IP Address gt connection failure for lt MAC Address gt The phone s connection to the switch was lost due to a switch or network issue For example the switch could be down because of a switch reboot or a switch error condition Check the status of the switch and the network User assignment CAS Connection failure CAS failed to connect The phone failed to establish a connection to CAS As a result no CAS driven features such a
64. Instant Messaging Services ShoreTel Contact Center Solution The ShoreTel system s components interact with each other in a distributed environment The heart of the architecture is the Telephony Management Service TMS which provides overall control for the entire ShoreTel system The administrative client ShoreTel Director is used to configure and manage the whole system Figure 1 on page 14 shows the various components of a ShoreTel system and how they interact with the public switched telephone network PSTN and IP based networks ShoreTel 14 2 Maintenance Guide 13 a ShoreTel Architecture ShoreTel System Components HEADQUARTERS INTERNATIONAL BRANCH Headquarters Server ShoreTel Les shore lel ShoreTel Physical or Virtual Les Mobility Mobility Voice Switches Contact ShoreTel Distributed Voice Center ShoreTel Communicator gt Server Physical Communicator or Virtual ShoreTel Contact ShoreTel Appliances ShoreTel IP Phone s C e IP Phone enter ShoreTel Voice Switches Les ShoreTel ShoreTel Mobility pad 5 Voice Switch Mobility bn ShoreTel ShoreTel VPN Phone Communicator BI l REMOTE Legacy LOCATION ShoreTel REGIONAL OFFICE Figure 1 ShoreTel System with Single lmage Management ShoreTel System Components The ShoreTel system includes the following components ShoreTel servers ShoreTel voice switches P endpoints ShoreTel client applications ShoreTel 14 2 Mainte
65. Maintaining 400 Series IP Phones Updating IP Phone Firmware f you want to download firmware to phones and install it when phones are idle use the Update When Idle command You can also use this command to install phone firmware that you have previously downloaded When a group of phones at a site is selected for firmware download and the server is remote to minimize bandwidth utilization some of the phones at the site automatically download firmware from other phones at the site When phones are running at least the latest recommended firmware version the value in the Firmware Status column is Up to Date For more details about the possible values for Firmware Status see the ShoreTel System Administration Guide You should upgrade phone firmware when the value in the Firmware Status column on the Status gt IP Phones page is one of the following Firmware Version Mismatch indicates that the phone s current firmware version is less than the minimum firmware version required for the phone Update Available indicates that the phone is running an acceptable firmware version but a more recent firmware version is available for download In other words the phone is running a firmware version above or equal to the minimum version but less than the recommended version The Advanced option which is available with the Download Update or Update When Idle commands allows you to select a different firmware build for each model of
66. Message Server is down ShoreTel 14 2 Maintenance Guide 256 ES Event Codes Media Driver Media Driver Table 57 lists and describes event codes for the ShoreTel Media Driver Table 57 Event Codes Media Driver ID Severity Level Message Cause Action 2100 Information ShoreTel Media Driver ShoreTel Media Driver No action started Version started lt Version Number gt 2101 Information ShoreTel Media Driver ShoreTel Media Driver No action stopped stopped 2102 Error ShoreTel Media Driver The ShoreTel Media Driver Contact ShoreTel Technical failed to start failed to start Support and be prepared to lt Message gt provide the NT system and NT application log files for further analysis 2103 Error Failed to allocate non The ShoreTel Media driver Perform a system restart paged pool memory was unable to allocate lt Message gt non paged pool memory Contact ShoreTel Technical This failure can result in an Support and be prepared to inability to deliver media to Provide the NT system IVR applications and or application log files for further force a system restart with analysis a crash dump 2104 Information Poor audio timer The ShoreTel Media No action resolution Message _ driver s internal timer detected an inaccuracy The event can indicate the that was corrected occurrence of a voice quality event that caused the driver to reset
67. Messages Table 25 on page 163 lists and describes the diagnostic and failure messages that may be displayed on ShoreTel IP phones Table 25 Diagnostic and Failure Messages Display Message Interpretation File System Failure An internal unspecified problem detected while performing a file system operation Boot File Too Big The boot file is too big and won t fit in RAM ShoreTel 14 2 Maintenance Guide 163 6 Other IP Endpoints Diagnostic and Failure Messages Table 25 Diagnostic and Failure Messages Continued Display Message Interpretation Boot Save Failed Writing the boot image to flash memory failed Reconfiguring Network The phone is switching VLANs Note This might be displayed after DHCP and or after configuration file processing Duplicate IP Address A duplicate IP address is typically caused by DHCP or a manual entry of the IP address onto multiple devices FTP Unreachable The FTP server is unable to be pinged for IP110 FTP Server Unreachable The FTP server is unable to be pinged for others Unresponsive task Resetting A task failed to respond to a keep alive request so the phone is restarted DSP Error Repair Required DSP testing failed on startup Bad DSP NO MGC IP CONFIGURED An IP address is not set for the MGC DSP Asserted Resetting The DSP crashed and a reboot is started DHCP lease invalid The DHCP lease expired and the p
68. Messages for 400 Series IP Phones In addition to messages displayed on the phone syslog messages of CRITICAL ALERT and EMERGENCY priority levels are sent to a remote syslog server if configured To configure a remote syslog server you must specify a value for the remoteSyslogger configuration parameter For more information about configuring the remoteSyslogger parameter see Table 23 on page 138 Table 24 describes some of the important diagnostic and failure messages that may be displayed on ShoreTel 400 Series IP phones or in remote syslog output Other messages are self explanatory The messages in Table 24 are listed in alphabetical order Message on Phone Display 802 1X user 802 1X password Table 24 Error Messages Message in Remote Syslog and or in Details View of Phone Message 802 1X authentication failed Interpretation and Action 802 1X authentication has failed Reboot the phone If that does not address the problem check the VLAN configuration Download failed If you have a dedicated server configured for the httpResources configuration parameter check the status of that server Otherwise check the status of the Headquarters server Download file missing If you have a dedicated server configured for the httpResources configuration parameter check the status of that server Otherwise check the status of the Headquarters server Download server busy If you have a dedicated serve
69. No action Host Name gt System restarted subsequently restarted Product ShoreTel Firmware Version lt ShoreTel Voice The event also provides Switch firmware version current version information number gt BootROM Version for the switch lt ShoreTel Voice Switch bootrom version number gt Telephone Board lt ShoreTel Voice Switch telephone board revision number gt CPU Board lt ShoreTel Voice Switch CPU revision number gt 116 Error lt ShoreTel Voice Switch Host The switch is unable to The specified switch Name gt Lost connection to communicate with the other may be off or switch lt ShoreTel Voice Switch ShoreTel Voice Switch disconnected from the Host Name gt specified in the event network The switches are not able to Check the switch in place calls to each other question to confirm that it is powered on and connected to the network If the switch is connected to the network verify with Director that it is properly configured For event 205 and 206 update the configuration and power cycle the switch After restart confirm network visibility and the switch sconfiguration 117 Information Switch lt ShoreTel Voice Switch The switches established a No action Host Name gt Established connection and are connection to switch lt ShoreTel communicating with each Voice Switch Host Name gt other 119 Warning Switch lt ShoreTel Voice Switch The switch is losing an Verify that your networ
70. Opens the ShoreTel command line interpreter from a serial port Reboot the switch to return to the Linux interface Not available on Voicemail enabled Switch config_status Outputs the configuration records for the switch DEBUG_LEVEL Sets the ShoreSIP debugging flags Recommend using level Oxe00 diagdCommands Outputs full switch diagnostic information dial_num_dump Displays information about switch s off system extension configuration dn_plan_status Displays information about the switch s dial plan dnp_debug_level Displays detail information digit by digit about dial plan access Recommend using level 1 dtmf_debug Displays RFC2833 for G729 related events Values can be 0 or 1 default is 0 ShoreTel 14 2 Maintenance Guide 107 C Voicemail Enabled Switches Table 14 CLI Commands Continued CLI Commands Command Description Notes DumpSB Displays maximum PMCSW outputs dumpUsedBw Displays information about actual bandwidth used on individual calls legs etherMonBroadcast Writes the ethernet broadcast messages to a cap file in inetpub ftproot directory of the ShoreTel server that are not intended for that switch Recommend using level 1 No etherMonBroadc ast commands on Voicemail enabled switches etherMonDump Writes the ethernet trace information captured when using EtherMonStart Writes t
71. Phone Configuration Parameters Continued Value Type Up to 64 ASCII Characters Value The file name that is specified is read and its contents included into the master configuration file Files may be specified completely or may include the variables Hardware Country or Language The value of the Hardware Version programmed into flash at the factory e g K01M01P01L01 Country or Language Parameter is substituted for Hardware Country or Language when the file name is created For example Include Country_ Country txt with the Country parameter set to 3 loads in the file Country_3 txt This permits parameters to be specified based on the Country and Language parameter values Source Default CFG oon IPAddress Dotted Decimal ASCII IP address to be used by the telephone DHOP MAN 0 0 0 0 KeepAlive Up to 3 ASCII Characters Number of seconds to wait for an audit endpoint command before initiating the IP phone failover Note If set to zero recovery procedures are never started The valid range is 0 to 999 seconds CFG 120 Language Up to 3 ASCII Characters This parameter specifies the Language that is used by the Include parameter to identify a particular file to include The valid range is 1 to 255 SSON CFG MAN Layer2Audio 1 ASCII character Layer 2 audio priority values from 0 to 7 CFG ShoreTel
72. Properties panel by selecting MMC gt Component Services gt Computers gt My Computer gt Properties Open the Default Properties panel and select Enable DCOM Open the COM Security panel a Click Edit Default in the Access Permissions section Select the following permissions as shown in a SELF Local Access allow Remote Access allow Q SYSTEM Local Access allow Remote Access no selection Return to the My Computer Properties window by clicking OK b Click Edit Default in the Launch and Activation Permissions section Maintenance Guide 281 DCOM Permissions TriggerServer Properties Select the following permissions Q Administrators Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow Q INTERACTIVE Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow Q SYSTEM Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow TriggerServer Properties 1 Open the TriggerServer Properties window by selecting MMC gt Component Services gt Computers gt My Computer gt DCOM Config gt Trigger Server gt Properties 2 Open the General panel and set Authentication level to Default 3 Open the Location panel and select Run application on this computer 4 Open the Security panel a Click Edit in the Launch and Activation Permissions section Select the follo
73. Service DRS IP Phone Voicemail Media Driver System Analog Phone Teleworkers Remote Server TMS DTAS lia eg S SEELAASSIANLLS IP Phone ShoreTel Voice Switch Softswitch Voicemail Media Driver System EEN Appliances es CAS IPDS Network Call Control ees RPC Figure 5 NCC and RPC Communications in a ShoreTel System For example when a user dials a number the ShoreTel voice switch notifies TMS TMS then presents that call information to the application via TAPI or ShoreTAPI A service called the Distributed Telephony Application Service DTAS provides connectivity between applications and TMS instances DTAS reads the system configuration so that it knows which extensions are controlled by which TMS instances DTAS is responsible for routing call control and events between applications and the TMS instance responsible for a given extension For extensions controlled by the local TMS instance DTAS routes call control to the local TMS instance For extensions controlled by a remote TMS instance DTAS routes call control to the appropriate remote TMS instance ShoreTel 14 2 Maintenance Guide 24 a ShoreTel Architecture Media Media DTAS makes the distributed TMS architecture transparent to applications and reduces the number of network connections needed if every application were required to connect to every TMS instance Voice
74. ShoreTel 220E1 SG 220E1 a ShoreTel E1k SG E1k ShoreTel Voicemail Enabled Switches m ShoreTel 90V SG 90V ShoreTel 50V SG 50V a ShoreTel 90BRIV SG 90BRIV ShoreTel 14 2 Maintenance Guide 288 D Switch Port Pinouts ShoreTel 1 U Full Width Voice Switches ShoreTel 1 U Full Width Voice Switches ShoreTel 120 SG 120 also referred to as ShoreTel 120 24 SG 120 24 ShoreTel 60 SG 60 also referred to as ShoreTel 60 12 SG 60 12 ShoreTel 40 SG 48 also referred to as ShoreTel 40 8 SG 40 8 a ShoreTel T1 SG T1 a ShoreTel E1 SG E1 m ShoreTel 24A SG 24A ShoreTel IPBX Voice Switches m ShoreTel 24 IPBX 24 Voice Switch 2 RU ShoreTel T1 IPBX T1 Voice Switch 1 5 RU ShoreTel E1 IPBX E1 Voice Switch 1 5 RU Specifications SG 1 U Half Width Switches ShoreTel 90 Voice Switch The ShoreTel 90 Figure 18 is not supported in installations outside the U S and Canada Figure 18 ShoreTel 90 Front Plate Audio Input Port music on hold Status Network LAN 1 LED LEDs Connector Switch MAINT E Kaes OShorelel ShoreGear 90 Default O Gre C A Power Network LAN 2 RS 232C RJ 21X LED LEDs Connector Maintentance Telco Port Port Audio Output Port night bell Switch Capacity Analog Circuit Resources a Ports 1 8 Eight Loop Start Trunks a Ports 9 12 Four Extensions or DID Trunks A single command configures all ports as either Extensions or DID trunks
75. ShoreTel MailServ MailServ exe Provides user mailbox X Voice Mail capabilities AMIS Message Server features and system auto attendant menus It also manages the voicemail message store ShoreTel ShoreTel This service is a database MYSQLCDR MYSQLCDR process related to the Call Detail Record database ShoreTel ShoreTel mysqld exe This service is a database MYSQLConfig MYSQLConfig process related to the configuration database for ShoreTel Director ShoreTel ShoreTel This service is a database MYSQLMonitor MYSQLMonitor process related to the monitoring database for the Diagnostics amp Monitoring system ShoreWare ShoreTel IPDS IPDS exe Manages voice mail x Client clients and IP phone Application display not controlled by Server the device s firmware or switches Responsible for managing changes made to the database by the clients ShoreWare Shore Tel Notify TriggerServer exe Notifies server x Notification applications of changes to Server the ShoreTel configuration ShoreWare ShoreTel PortMgr Service component of the Voice Mail Port ShoreTel voice mail Manager system ShoreTel 14 2 Maintenance Guide 54 ES ShoreTel Server Services Table 3 Service Descriptions Continued Service Name Service ID Process Description Distributed Server ShoreWare Port ShoreTel Portmap PortMap exe Initiates RPC X Mapper communication connections between the Telephony Management Server
76. Switch lt ShoreTel Voice Switch Request to record a call If the problem persists Host Names lt message gt failed contact ShoreTel Technical Support and be prepared to provide the log files for further analysis ShoreTel 14 2 Maintenance Guide 235 ES Event Codes Telephony Management Service TMS Table 54 Event Codes Switches Continued ID Severity Level Message Cause Action 1340 Warning Switch lt ShoreTel Voice Switch Attempt to conference using Check switch Host Name gt lt message gt switch conference configuration resources failed 1341 Warning Switch lt ShoreTel Voice Switch Bandwidth limits have been Check site configuration Host Name Call was unable exceeded to be completed due to insufficient network bandwidth at site lt site name gt 1342 Error Switch lt ShoreTel Voice Switch PRI D channel down If the problem persists Host Name gt T1 E1 PRI D contact PRI service channel down provider 1343 Information Switch lt ShoreTel Voice Switch PRI D channel up No action Host Name gt T1 E1 PRI D channel up 1344 Information Switch lt ShoreTel Voice Switch Information about SIP trunk No action Host Name gt SIP Dynamic registrations Trunk Event lt description gt 1355 Information Switch lt ShoreTel Voice Switch The ShoreTel Monitoring No action Host Names Monitoring Agent Agent was started or was started st
77. The handset speaker analog CFG AnalogGain between 6 louder and gain level for the IP420 18 quieter Values must be divisible by 3 Default 12 audiohaldm gains p8 handsetSpeaker A numerical value The handset speaker analog CFG AnalogGain between 6 louder and gain level for the IP480 and 18 quieter Values IP480g must be divisible by 3 Default 12 audiohaldm gains p8cg handsetSpeaker A numerical value The handset speaker analog CFG AnalogGain between 6 louder and gain level for the IP485g 18 quieter Values must be divisible by 3 Default 12 audiohaldm gains p2 handsetSpeaker A numerical value The handset speaker digital CFG DitgitalGain between 6 louder and gain level for the IP420 6 quieter Values must be divisible by 3 Default 0 audiohaldm gains p8 handsetSpeaker A numerical value The handset speaker digital CFG DigitalGain between 6 louder and gain level for the IP480 and 6 quieter Values must IP480g be divisible by 3 Default 0 audiohaldm gains p8cg handsetSpeaker A numerical value The handset speaker digital CFG DigitalGain between 6 louder and gain level for the IP485g 6 quieter Values must be divisible by 3 Default 0 audiohaldm gains p2 headsetMicAnalog A numerical value The headset microphone CFG ShoreTel 14 2 Doc Type 139 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Co
78. Voice Gwitch 310 Specification SG 1U Full Width Switches sseesseeesseeseeeesieessiessrnsssrnssrnnssernens 312 ShoreTel 120 Voice SWItCH ccccceccessseaeceeeeeeeeeceeeseeeaeeaaeceeceeeeeceeseseseseenaees 312 ShoreTel 14 2 Maintenance Guide 286 D Switch Port Pinouts ShoreTel 14 2 ShoreTel 24A Voice Gwitch 314 ShoreTel 60 Voice Switch ccccccssessecseeceeeeeceeseecsesseasecesceeeeeseeseseseessaasaeeeas 315 ShoreTel 40 Voice Switch c6cc cc0 cecccccecssceseecsesssutecssecccceseetaassassceesessceceeess 317 ShoreTel T1 and ShoreTel E1 Voice Switches cccccccecccecceseeessesesstesaeeeeeees 319 Maintenance Guide 287 D Switch Port Pinouts Switch Model Numbers Switch Model Numbers Switch model numbers are located on the rear panel Figure 17 Figure 17 Switch Model Number Label MODEL SG 24 PART NO 600 1025 04 SERIAL NO 2CM0405020CA6 i OShoreTel en F ELECTRIC SHOCK DO ETHERNET MAC ADDRESS 001094002CA6 100 240V SQ 60Hz 2 0 A NOT REM JSI REFER SERVICING TO LIFIED SERVICE PERSONNEL Madein MEXICO Switch Models ShoreTel Switch models are classified into four switch families based on chassis type ShoreTel 1 U Half Width Voice Switches m ShoreTel 30 SG 30 ShoreTel 30BRI SG 30BRI ShoreTel 50 SG 50 ShoreTel 90 SG 90 ShoreTel 90BRI SG 90BRI a ShoreTel 220T1 SG 220T1 a ShoreTel 220T1A SG 220T1A a ShoreTel T1k SG T1k a
79. about failover for IP phones see IP Phone Failover on page 160 For configuration details about PSTN failover configuration CDR data or IP phone configuration see the ShoreTel System Administration Guide Distributed Switch Control The ShoreTel Telephony Management Service TMS runs on every ShoreTel Distributed Voice Server DVS ensuring switch control even if there a WAN outage between a remote DVS and the Headquarters site Because 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 Distributed TMS enables applications to handle calls on the switches at remote sites during a loss of network connectivity between the remote server site and the headquarters site The co located TMS provides local control of switches and local control by applications such as the Communicator client and IP Phone displays using Client Application Services CAS Applications are able to provide all of the features they normally provide during full WAN connectivity for extensions on locally controlled switches Monitoring and control of extensions on remotely controlled switches without a local DVS are still affected by WAN outages Distributed TMS also reduces the affects of a particular TMS Server outage to just those extensions controlled by that TMS instance Overall system scalability is increased with this feature because TMS instances control a subset of
80. address manually from the switch s maintenance port The standard method for booting a ShoreTel Voice Switch is to boot from the switch s flash memory When a ShoreTel Voice Switch is first powered on it reads the boot parameters stored on the boot ROM which instructs the switch to load software from flash memory When the software starts it loads its configuration which is also stored in flash memory Booting from FTP is available for instances when you cannot boot the switch from flash memory When you boot a switch from FTP the operating system and software load from the FTP site identified in the boot parameters The loaded configuration is a configuration received from the TMS server If the switch fails to load the application from flash and does not have the IP address of the ShoreTel server you can set the IP address and boot parameters by connecting to the maintenance port and using the configuration menu The configuration menu allows you to set the IP address of the switch and enter the ShoreTel server boot host IP address ShoreTel 14 2 Maintenance Guide 64 E ShoreTel Voice Switches IP Address from DHCP IP Address from DHCP The switch sends requests for an IP address to the DHCP server ten times at increasing intervals When the switch receives a response from the DHCP server the boot process begins If the switch fails to get an IP address from the DHCP server it uses the last assigned IP address The switch contin
81. agents representing endpoints on an IP network operate as peers functioning as clients when initiating requests and as servers when responding to requests Location Service Endpoint location exchange is performed via ShoreTel s proprietary Location Service Protocol LSP When switches first connect they exchange all known SIP URLs Afterwards only configuration updates are transmitted LSP is based on UDP The service relies on keep alive pings sent every 30 seconds to detect switches that are unreachable Admission Control Service Admission Control Service instructs Bandwidth Manager to reserve bandwidth for intersite calls If a request is successful updates are sent to Bandwidth Managers running on other switches at the same site ShoreTel 14 2 Maintenance Guide 21 a ShoreTel Architecture Configuration Bandwidth Manager A distributed Bandwidth Manager keeps track of intersite bandwidth use A Bandwidth Manager runs on each ShoreTel voice switch ShoreTel voice switches reserve bandwidth from the Bandwidth Manager via the ShoreTel Bandwidth Reservation Protocol BRP Secure SIP ShoreTel uses the secure version of SIP SIPS for signaling between ShoreTel voice switches and 400 Series IP phones Media Gateway Control Protocol ShoreTel 100 200 500 and 600 Series IP phones and other IP endpoints communicate with ShoreTel voice switches via MGCP a device control protocol The relationship between the switch
82. an email message if an error occurs on the system ShoreTel System Communications ShoreTel system communications can be divided into four basic communication types Call Control Configuration TAPI and ShoreTAPI Media The communication streams and the protocols that support them are explained in the following sections Call Control ShoreTel uses the following protocols to process and manage calls An enhanced version of Session Initiation Protocol SIP Secure SIP SIPS a Media Gateway Control Protocol MGCP Figure 3 on page 20 shows where SIP SIPS and MGCP are used in a ShoreTel system ShoreTel 14 2 Maintenance Guide 19 a ShoreTel Architecture Call Control Headquarters Site Regional Site HQ Server Telephony Management Ze Remote Server Service TMS Distributed 7 Telephony Application TMS DTAS Service DTAS Data Services ShoreTel Voice Switch Voicemail ShoreTel Voice Switch Media Driver System Configuration Database ShoreTel Voice Switch CDR Database Monitoring Database Monitoring Service Softswitch Internet Information Server liS Client Application Server CAS IPDS Wt Distributed Routing IP Phone IP Phone Service DRS Voicemail Media Driver System Remote Server ShoreTel Voice Switch TMS DTAS Voicemail Media Driver System gt ShoreTel Service Appliances CAS IPDS Legend E Enhanced SIP lu
83. and Administration Guide a Installing an Service Appliance in Director detailed in the Service Appliance Planning Installation and Administration Guide ShoreTel 14 2 Maintenance Guide 204 ShoreTel Service Appliances Restore Factory Default Restoring a backup to an Service Appliance detailed in this chapter see Restoring the Service Appliance Backup on page 199 Perform Restore to Factory Default detailed below in Restoring Service Appliance to Factory Default on page 205 Restoring Service Appliance to Factory Default 1 2 3 4 Using the serial port login to the Service Appliance as root Type stcli to open STCLI menu Select 7 Restore factory default The Service Appliance reboots and start up login prompt Note L Following the restoration to factory default condition the Service Appliance requires configuration with IP addressing before any backups can be restored into the appliance See the ShoreTel Conferencing and Instant Messaging Planning and Installation Guide for detailed instructions ShoreTel 14 2 Maintenance Guide 205 CHAPTER ShoreTel Client Applications This chapter contains information about the ShoreTel client applications in the following sections MEDIE eebe dead eege ee ley bases a wecbedvelevnana eg Eeer 207 The Communicator Suite ccccccecceeeeeeeeeeeneeeeeeeeeesaeeeeceeeeseaeeseeeeeesiaeeeeeeeeess 207 THeOFY gege EE 207 Reise le 208 Troubleshooting Lo
84. and IP485g press the Start soft key As the log upload is running do one of the following To cancel the log upload after it has started a On the IP420 with Stop highlighted press the selector button on the navigation key pad Q On the IP480 IP480g and IP485g press the Cancel soft key and then the OK soft key To continue the log upload in the background a On the IP420 with Back highlighted press the selector button on the navigation key pad or wait for the log upload to complete Doc Type 154 ES Configuring and Maintaining 400 Series IP Phones Diagnostic and Failure Messages for 400 Series IP Phones a On the IP480 IP480g and IP485g press the Back soft key or wait for the log upload to complete The phone displays a message indicating whether the log upload was successful 6 When the log upload is finished do one of the following On the IP420 press On the IP480 IP480g and IP485g press the OK soft key 7 To return to the Diagnostics menu do one of the following On the IP420 with Back highlighted press the selector button on the navigation key pad Onthe IP480 IP480g and IP485g press the Back soft key or press the selector button on the navigation key pad 8 To exit do one of the following On the IP420 scroll to the bottom of the Diagnostics menu to select the Exit option and then press the selector button on the navigation key pad On the IP480 IP480g and IP485g press t
85. as CAS ShoreTel 14 2 Maintenance Guide 221 Kai Event Codes Using the Event Code Tables Using the Event Code Tables The event tables in this appendix provide a structured view of events you may encounter in messages and log files Each event table entry includes a unique event ID number a severity level the event message text possible causes and suggested courses of action if any In some cases event codes result from other error conditions that cause related problems For this reason always review event codes in the context in which they appear For example if event code 171 internal operating temperature of switch is exceeding acceptable range appears with code 166 internal fan failure you should replace the fan not the entire switch to solve the problem Each event is assigned one of three levels of severity Table 53 lists and describes the severity levels used in the tables Information Table 53 Severity Level Descriptions Severity Level Explanation Reports status Indicates normal operation or a transition between normal operating states Typically no action is required Error Warning Reports an exception to normal operations Depending on the event and its context with other events it requires no action monitoring troubleshooting or referral Alerts you to a failure or an impending failure for example when a service or hardware component is disabled In mos
86. be open queue when you issue the command sh str str string Search help for a string Searches only from the beginning starth Remove old deleted messages symwi Run message waiting indication Sends current MWI status to all synchronization phones in the system ver List cfg version List help commands Using Dr Watson Dr Watson is an application debugging program included with the Microsoft Windows operating system ShoreTel recommends using the Dr Watson application if you are running on Windows 2003 Server Note Windows Error Reporting WER was enhanced in Windows Vista SP1 and Windows Server 2008 to allow collection of local crash dumps The enhanced WER feature has a number of benefits over the older built in crash handling of Dr Watson For more information see Microsofts website To enable Dr Watson 1 Open the Control Panel and then double click System 2 Click on the Advanced tab 3 Click Error Reporting Figure 13 on page 51 Disable it or if you choose to enable it leave it enabled just for the Windows operating system Leave the Programs check box clear This must be done whenever a new machine is built or ghosted ShoreTel 14 2 Maintenance Guide 50 Loi ShoreTel Server Using Dr Watson 4 Install Dr Watson from the command line by typing drwtsn32 i Gei Run drwtsn32 to configure it A window is opened similar to the one shown in Figure 14 on page 52 Under Crash Dump
87. brightness when the phone is idle Format Backlight NN where NN is a number 0 60 0 n a 1 60 number of minutes after which display is shut off BackLightDim Up to 4 Note Only applicable to the CFG 120 ASCII S6C and S36 characters Number of additional minutes the backlight remains on at a DIM level after the BackLight interval passed since an idle state was entered A value of 0 causes the backlight to remain at the dim level indefinitely ShoreTel 14 2 Maintenance Guide 175 6 Other IP Endpoints Table 33 Phone Configuration Parameters Continued IP Phone Configuration Parameter Value Type Value Source Default BootName Up to 32 The name of the boot image is CFG Value from factory in NV alphanumeric in the telephone The boot file Storage characters name can be 24 characters long The combination of filename and path can be up to 32 characters long A new boot name is specified in a configuration file and is checked against the NV value to decide if a new version needs to be downloaded The NV value is updated after a successful download and flash programming sequence Country Up to 3 This parameter specifies the SSON ui ASCII Country that is used by the CFG Characters Include parameter to identify a MAN particular file to include May be between 1 and 255 DHCP 1 ASCII DHCP enable disable MAN 1 Characters 0 Disabled 1 Enabled DscpAudio U
88. but are not functional When the network connection is restored the configuration is retrieved and again cached by each service and services become functional ShoreTel client applications such as Communicator use Client Application Server CAS for data handling CAS communicates with ShoreTel clients via HTTP ShoreTel Director accesses the configuration database though IIS You can use the Component Service Manager to view COM objects installed by the ShoreTel software Component Service Manager is located in the Administrative Tools folder available from the Windows Start menu Do not change any permission or security settings for ShoreTel components Features accessible from the voice mail phone interface that require write access to the database such as Extension Assignment and Call Handling Mode changes are not supported during an outage unless a local distributed database instance is in use Figure 10 on page 36 shows how ShoreTel services use Open Database Connectivity ODBC to access the configuration database and thus maintain the system status ShoreTel 14 2 Maintenance Guide 35 Loi ShoreTel Server Services Headquarters Server Telephony Management Service TMS Distributed Telephony Application Service DTAS Account Code Collection ACC Workgroups Client Application Server CAS IPDS TAPI or ShoreTAPI Softswitch Distributed Routing Service DRS Desktop and Browser Clients
89. changed evt or response get ext props If the log shows the status of the phone as online false phone type 1 or ohone assignment 0 debug the phone issue on the server Cross check the results with Director If Director properly recognizes the phone and shows is an assigned value the issue is probably in CAS or missing database triggers CAS Client Time Difference Calculate the time different to estimate possible delays in transmission which can result in errors 17 01 25 231 P TID 2656 PCMMainThread topic system message config timestamp 1329181285231 sequence id 10 IPDS log 17 01 22 140 7580 8072 System topic DataAPI request topic system message config timestamp 1329181285231 sequence id 10 Knowing the time difference aids the lookup time when you switch between client and server logs TAPI Issues If new calls do not appear in the client review the IPDS log for activity on CCOID lines Is the line opened or not If you see the text Line device successfully closed 0x4000ae03 the line exists and the issue is caused by CAS If you see the text Line device successfully opened CSTline 0O4EE3F98 CCOID 0x4000ae03 the missing calls are the result of a TAPI issue Voice Mail Issues Perform the following steps to ensure that the voice mail features are enabled correctly Ensure the Voice Mail option is selected in the Support and Debugging
90. click the Phone and Modem Options b Click the Advanced tab to display a list of telephony providers c Choose ShoreTel Remote TAPI Service Provider and click Configure The ShoreTel Remote TSP Device tab appears ShoreTel 14 2 Maintenance Guide 209 EN ShoreTel Client Applications Troubleshooting Telephony Issues Note L If the server name and or login name are incorrect continue with the sub steps Otherwise skip to Step 3 d From the Provider Usage menu choose Do not use this service provider disable and click Apply e Change the server name and login name to the correct values f From the Provider Usage menu choose Use this service provider enable and click Apply g Exit all ShoreTel applications L Note Make sure CSISCMgr exe exits If it fails to quit log out of Windows 3 Open the Windows Task Manager and confirm that no ShoreTel applications are running a lf applications are running use Task Manager to stop the applications in the order listed below m ShoreTel exe m PCMMapiRd exe m CSISCMgr exe Troubleshooting Telephony Issues This is a list of common telephony issues and their resolution by reviewing the client log files Issue Red x telephony icon Resolution From client side in the Support and Debugging Utility review the Server Status to ensure the connection to the server is available CCOID is active and the phone online is true Issue Call operations are failing Resolution
91. commands can degrade performance on the switch ShoreTel does not support changing or setting IP or other parameters using the VxWorks interface Changes made using this interface may not be persistent and using it may cause unpredictable behavior in the system ShoreTel 14 2 Maintenance Guide 75 ey ShoreTel Voice Switches Note F VxWorks Command Line Interface ShoreTel does not support changing or setting IP or other parameters using the VxWorks interface Changes made using this interface may not be persistent and using it may cause unpredictable behavior in the system Commands Available Through VxWorks CLI Table 11 on page 76 describes the commands available through the VxWorks interface Command Table 11 VxWorks CLI Commands Description Available on Voicemail Enabled Switches Notes adm_debug_level Logs admission control and 2 logs more bandwidth manager signal diagnostics flow onto serial port adm_diag_level Logs admission control and 2 logs more bandwidth manager signal diagnostics flow into IPBX log arpShow and arptabShow Displays the ARP table X autoReboot 0 Turns the switch watchdog off Use only as directed by to prevent rebooting after a ShoreTel Technical catastrophic failure Support bigNvRamSetup Erases switch s configuration in NvRam bootChange Changes the boot ROM Use with caution parameters cid_debug_level Logs caller ID relat
92. detailed information about remote contacts mae_debug_level Logs BCA call flow information mailbox_debug_level Logs mailbox destination for a particular call memShow Shows current memory usage of the switch Not available on Voicemail enabled Switch mgcp_msg_debug Logs MGCP messages mgcp_trans_debug Logs MGCP transactions mohc_debug_level Prints diagnostic information for music on hold calls when set to 1 Valid settings are 0 and 1 Default is 0 mpm_debug_mask 0x40 Sets mpm debug flag to output Caller ID information received on inbound calls mpm_debug_mask 0x10 Displays detailed DTMF information mpm_debug_mask 1 Displays detailed mpm information Full debug of inbound calls Caller DTMF mscmd_verbose Prints diagnostic information for the media commands sent from Switch board layer when set to 1 Main media command verbose variable Default is 0 ShoreTel 14 2 Maintenance Guide 111 C Voicemail Enabled Switches Table 14 CLI Commands Continued CLI Commands Command Description Notes msps Displays media stream statistics for all active This is a helpful calls on the switch command for all media related issues msps 7 Displays media stream statistics for active calls msps 8 Displays media stream statistics Use only when directed by ShoreTel msps 16 Displays media stream statistics Use only
93. drive where program files are stored Default Path lt drive gt Program Files Shoreline Communications Shoreware Server ShoreTel Director Contains all ShoreTel Director Web site files This directory is located on the drive where program files are stored lt drive gt Program Files Shoreline Communications Shoreware director ShoreTel Presenter Installed on systems with ShoreTel Conferencing Services Contains the files applications and dlls required to enable screen sharing capabilities for ShoreTel Web Conference Services This directory is located on the drive where program files are stored lt drive gt Program Files Shoreline Communications ShoreTel Presenter Shoreline Data Contains all the dynamic information the server uses to run the system This directory and all sub directories may be saved as part of a backup and used for full system recovery lt drive gt Shoreline Data Call Records 2 Contains all call record files and databases The MySQL database is ODBC compliant Parameter settings required to access CDR records in the MySQL database include DRIVER MySQL ODBC 3 51 Driver SERVER localhost or the server where MySQL is installed DATABASE Shorewarecdr a USER st_cdrreport password passwordcdrreport SoftSwitch Database Contains the configuration database that stores all system configuration information Lo
94. gt burnflash test s Checks to see if burnflash lt Switch IP address gt command can be used UBOOT Utility UBOOT is the boot loader for voicemail enabled switches The UBOOT environment is accessed from a terminal emulator through the serial port when the switch is booted Before starting the boot UBOOT lists the processor characteristics and displays results of the Power On Self Test POST The switch then waits a specified period before starting the autoboot Diagnostics This section describes the tools available for diagnosing problems with switches Power LED ShoreTel Voice Switches have one power LED with standard on and off displays When flashing the LED indicates other information about the switch a 2 flashes Q The switch failed its internal self test ShoreTel 14 2 Maintenance Guide 74 ES ShoreTel Voice Switches VxWorks Command Line Interface Q The switch has a hardware failure replace the unit and submit a Return Material Authorization RMA to ShoreTel 3 flashes a Booting via FTP a Flash memory might be corrupted Go to the Status gt Switches page in the Diagnostics A Monitoring System or the Quick Look page to ensure that the system is running properly m 4 flashes Q The IP address is unavailable Q DHCP and BOOTP did not respond to the IP address request and the IP address is not available in nonvolatile memory to continue the boot process The switch will automatically
95. gt at lt ext or ani gt 1320 Error Switch lt ShoreTel Voice Switch The ShoreTel SoftSwitch This message appears Host Name gt SoftSwitch failed to start because it was only after SoftSwitch Cannot Start Logger Failed unable to contact the NT successfully contacts the event log NT Event Log Manager meaning that the error condition is cleared possibly by the clearing of a full NT event log 1324 Information Switch lt ShoreTel Voice Switch Certain configuration No action Host Name gt Reboot due to changes for example configuration change changing signalling protocols for a SG T1 requires a switch reboot 1325 Warning Switch lt ShoreTel Voice Switch Can only be caused by This message confirms Host Name gt Received request issuing a command via that SoftSwitch stopped to reset the configuration and jpbxctl The command is on command from the restart the system only for use by ShoreTel NT Service Manager No Technical Support action is needed personnel ShoreTel 14 2 Maintenance Guide 234 ES Event Codes Table 54 Event Codes Switches Continued Switches ID Severity Level Message Cause Action 1326 Information Switch lt ShoreTel Voice Switch SoftSwitch service stopped If the SoftSwitch service Host Name gt SoftSwitch does not restart within Stopping 2 two minutes perform a manual restart and contact ShoreTel Technical Support 1330 Error Swit
96. huntgroup call Use when debugging flow heavy call load issues icmpstat Show Displays ICMP statistics x ipdt_debug_filter To print out IPDT log for one extension Ext A gt ipdt_debug_level 1 gt ipdt_debug_filter 1 tell IPDT that filter is enabled gt ipdt_restrictTraceExts Ext A s turn on Ext A log gt ipdt_remRestrictTraceExt Ext A s turn off Ext log To print log for all extensions gt ipdt_debug_filter 0 ipdt_debug_level Recommend setting to 1 to turn on all logging ipdt_dumpCCOCK Dumps BB call key state since there is no extension associated with BB ipdt_dumpExtCalls Dumps call information in the extension e g calllD legID call state and leg state etc ipdt_dumpExtDisplay Dumps the current display view from IPDT ipdt_dumpExtensions Dumps information for all extensions controlled by the switch and the information for monitored extensions and MAE BCA extensions that are in the same switch and in the different switches ShoreTel 14 2 Maintenance Guide 79 E ShoreTel Voice Switches Command Table 11 VxWorks CLI Commands Description Available on Voicemail Enabled Switches VxWorks Command Line Interface Notes ipdt_dumpExtCK Dumps information for call keys on the extension Useful for troubleshooting LED patterns and icon issues ipdt_resetExtDisplay R
97. is temperature normal within normal operating parameters 170 Warning Switch lt ShoreTel Voice Switch The internal operating Check if the event is Host Name gt Operating temperature of the switch is accompanied by Event temperature above normal above the acceptable range 166 If so replace the switch If the fan is working properly check the environment in which the switch is operating to confirm that it is capable of supporting a temperature range within the switch s operating parameters 171 Error Switch lt ShoreTel Voice Switch The internal operating Check if the event is Host Name gt Operating temperature of the switch accompanied by Event temperature too hot exceeded the acceptable 166 If so replace the operating range switch The switch may soon fail If the fan is working properly check the physical location of the switch for environmental causes 172 Error Switch lt ShoreTel Voice Switch The ShoreTel Voice Switch Reboot the switch If the Host Names NvRam failure was unable to write to the error persists contact flash memory ShoreTel Technical Support 173 Error Switch lt ShoreTel Voice Switch The 48 Volt DC power Replace the switch Host Name gt VTALK failure supply failed ShoreTel 14 2 Maintenance Guide 230 ES Event Codes Table 54 Event Codes Switches Continued Switches ID Severity Level Message Cause Action 174 Error Switch
98. is required instead of the straight through cable extension cable used on ShoreTel voice switches Open a terminal emulation program such as Hyper terminal or Putty and set it for a serial connection using the following parameters Serial Port COM X where X is the port number used on your PC Speed 19200 baud Data Bits 8 Stop bits 1 Parity None Flow control None After establishing a serial connection login to the Service Appliance environment using Admin as the User ID and ShoreTel as the Password Accessing the Service Appliance Using a SSH Connection Open an SSH client and connect to your Service Appliance using SSH L Note Telnet to the Service Appliance is not supported You can create a SSH connection on the command line by issuing the following command SSH 1 admin lt ip address or domain name of the Service Appliance gt Manually Backing Up the Service Appliance 1 ShoreTel 14 2 At the Linux prompt for admin access for root access issue the svccli command to start the services cli Start the backup using the backupweb command When the backupweb command returns you to the svccli prompt gt exit the svccli Verify that the backup is complete by checking the cf shorelinedata Logs FtpSync lt date gt lt time gt log file where lt date gt is the current date Maintenance Guide 198 ShoreTel Service Appliances Restoring the Service Appliance Backup lt time g
99. linking to legacy voice mail systems using AMIS and SMDI protocols Distributed Voice Mail If the Headquarters server loses network connectivity the distributed voice mail application allows softswitches on DVSs to continue handling voicemail calls and access the auto attendant During an outage users can access voice mail only though their phone interface If users were running Communicator at the time of the outage they can still compose and play back messages Users who were not running Communicator at the time of the outage or who restart Communicator are not able to access their voice mail boxes until connectivity is restored or unless their managing server includes a distributed database instance Voicemail messages to mail boxes hosted at other sites are stored and forwarded when connectivity to the destination voice mail service is restored Workgroups Workgroups is an integrated Automated Call Distribution ACD application Running on any HQ or DVS server this TAPI application is responsible for routing and queueing calls directed to ShoreTel workgroups In the larger enterprise there may be small to medium sized groups working together as a contact center The ShoreTel Contact Center Solution is a server based ACD and reporting package that includes the ability to queue and distribute calls and provide agent and supervisor functions as well as deliver reports on the call center activity Account Code Collection Service
100. lt ShoreTel Voice Switch The 70 Volt DC power Replace the switch Host Name 70 Volt failure supply failed 175 Information Switch lt ShoreTel Voice Switch The power supply that No action Host Name gt Voltage OK reported a failure is once again operating correctly 176 Error Switch lt ShoreTel Voice Switch The firmware upgrade for Check the switch event Host Names Firmware the switch failed logs for subsequent Upgrade Failed lt ShoreTel appearances of Events Voice Switch Host Name gt 177 and 178 lt specific diagnostic message gt The presence of these events means that the switch automatically recovered and you can ignore the alert of upgrade failure If Events 177 and 178 are not also present perform a manual upgrade of the firmware by rebooting the switch If a reboot does not complete the upgrade enter the burnflash command at the command prompt This may indicate an installation problem 177 Information Switch lt ShoreTel Voice Switch A firmware upgrade started No action Host Name gt Firmware Upgrade Started 178 Information Switch lt ShoreTel Voice Switch The firmware upgrade was No action Host Name gt Firmware successful Upgrade Finished 179 Error 1 5V too high value d dV Board failure Return for repair 1 5V too low value d dV 180 Error 1 6V too high value d dV Board failure Return for repair 1 6V too low value d dV 181 Error 2 0V too high value d dV B
101. m Open stcli and enter gotoshell at the command prompt To display a list of executable commands enter commands on the command line For a description of the CLI commands see CLI Commands on page 107 To perform actions on cli variables do one of the following m To view all of cli variables and their current values enter variables To view a variable current value enter the variable name To change a variable s current value enter the variable name and new value To specify the destination of switch trace information type one of the following commands m trace_redirect 0 Sends trace information to the Maintenance port m trace_redirect 1 Sends trace information to the current device Note L i Trace information is sent to the STTS log on the voicemail enabled switch Only trace streams that are sent to the maintenance port can be redirected to an SSH terminal session this prevents trace stealing from other SSH terminal sessions All traces can be reverted to the maintenance port making them accessible to SSH terminals To exit the CLI do the following Type quit or enter the letter q at the CLI prompt Type Ctrl c if the CLI was opened from the Linux BASH shell ShoreTel 14 2 Maintenance Guide 95 Es Voicemail Enabled Switches Server Utilities Ipbxctl ipbxct 1 commands perform switch control and diagnostic tasks including switch rebooting clearing flash memory and running traceroute For information abou
102. on an administrative all IP phones request 2811 Information The phone display was An administrator No action reinitialized because of reset the display on an administrative the phone having request IP Address lt IP the specified IP address gt address 2812 Warning The IP Phone Display Fault in Microsoft Watch for service encountered an Telephony Service anomalous apparent crash in the there is potential to behavior Microsoft Telephony recover Service IPDS attempts automatically Restart the to recover from this following if problem If users report problems persist anomalous behavior TMS stop and restart the Microsoft Telephony IPDS Service and all ShoreTel services that depend on Workgroup it All Voice Mail Services ShoreTel 14 2 Maintenance Guide 268 IP Phone Display Server IPDS Table 68 P Phone Display Server IPDS Continued ID Severity Level Message Cause Action 2813 Error The IP Phone Display Fault in Microsoft Restart the service was unable to Telephony Service following if recover from an there is no potential problems persist apparent crash in the to recover Microsoft Telephony automatically TMS Service Stop and restart IPDS the Microsoft Telephony Service and all ShoreTel Workgroup services that depend on it All Voice Mail Services 2814 Warning The following config An administrator Unset the option option was set to avalue set adebug fla
103. on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance m 2 RJ 45 connectors for the LAN interface a 1 RJ 21X male connector for mass termination of the telephone trunk ports a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Backup Operator Extension Port 12 ShoreTel 50 RJ 21X Telephone and Trunk Connector Table 78 ShoreTel 50 RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Trunk 1 Blue White 26 White Blue 2 Orange White 27 White Orange 2 Trunk 3 Green White 28 White Green A Brown White 29 White Brown 3 Trunk 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 4 Trunk 7 Orange Red 32 Red Orange 8 Green Red 33 Red Green 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green ShoreTel 14 2 Maintenance Guide 294 D Switch Port Pinouts ShoreTel 30 Voice Switch Table 78 ShoreTel 50 RJ 21X Telephone and Trunk Connector Pins Continued Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color
104. on one line as is possible with the other phones Instead the text must be wrapped around to appear on as many as 4 lines for long strings If at any time during normal operation these sequences are entered the operational display state is maintained while these commands are displayed and the display is returned to the current state after the commands are finished unless they require a restart While the phone is in any of these local key procedures it returns an error code 501 indicating it is not ready in response to any MGCP command received Because there is not a mute key on the IP110 phone use the transfer key instead of the mute key in the following access sequences Table 34 Local Command Interface Access Sequence Mnemonic Procedure Description Mute 25327 CLEAR A shortcut for enabling DHCP Doesn t do anything else and is not password protected only SETUP is This command is present in the event someone hijacks the phone using the SETUP Command CLEAR allows it to be brought under DHCP control without knowing the password Mute 4636 INFO Display the following information sequentially on the top and bottom lines of the display All data is retrieved from the currently active configuration Use to exit and to go to the next item The phone returns to normal operation after the last screen IP address static dynamic Config file date Subnet mask App version Gateway Boot version Link speed Country
105. on weekdays and Saturdays rather than the default of just weekdays To implement these custom configuration settings you would add the following lines to custom txt which is the custom configuration file that applies to all models of 400 Series phones system httpResources http 10 53 53 53 fileserver diagnosticServers ftp 10 11 12 500 phonediagfiles power leepInhibitStartTime 07 00 leepInhibitStopTime 20 00 n n n leepInhibitDays Mon Tue Wed Thu Fri Sat Receiving Configuration Settings from a Switch After the configuration files are processed and the phones register with the system they are automatically provided with the configuration information related to the system their site and the user assigned to the phone This configuration information which is specified in ShoreTel Director and ShoreTel Communicator overrides settings specified in configuration files As changes are made in ShoreTel Director or ShoreTel Communicator these parameters are automatically kept up to date on the phones whereas the configuration file values are provided only when the phone boots Configuration Parameters Table 23 on page 138 lists the configuration parameters The abbreviations listed in Table 22 on page 138 identify the source of each parameter in the Source column in Table 23 on page 138 When adjusting values for any of the parameters in the audiohaldm group keep in mind that analog gain and digital ga
106. percentage in the idle state Default 5 power idleTimeout A number that indicates The number of minutes CFG minutes without phone activity key presses or calls that elapse Default 5 before the phone transitions to the idle state which dims the backlight A value of 0 means that the phone never goes into the idle state ShoreTel 14 2 Doc Type 142 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Configuration Parameters Group Parameter SEIS slau SUE Description Source Default power sleepTimeout A number that indicates The number of minutes CFG minutes without phone activity calls or key presses that elapse before the phone transitions to the sleep state which dims the backlight and lowers power usage depending on the settings for the sleepEthernetLowPower and sleepUsbSuspend parameters A value of 0 means that the phone never goes into the sleep state Default 60 The value specified for the sleepTimeout parameter is in effect outside the hours specified by the sleepInhibitStartTime and sleepInhibitStopTime parameters power sleepEthernetLowPower On or off Whether or not the phone CFG reduces Ethernet power when the phone is in a sleep state If off Ethernet power is not reduced Default on power sleepUsbSuspend On or off Whether or not the phone CFG supplies power to USB devices plugged into the USB port on the pho
107. provide server logs 2806 Warning The following warning A general error Contact ShoreTel condition was message that can Technical Support encountered in the indicate minor user and be prepared to ShoreTel IP Phone problems Usually provide server logs Display Service the result of a non lt Warning description gt fatal TAPI error ShoreTel 14 2 Maintenance Guide 267 IP Phone Display Server IPDS Table 68 P Phone Display Server IPDS Continued ID Severity Level Message Cause Action 2807 Error The following error A general error Contact ShoreTel condition was message that can Technical Support encountered in the accompany and be prepared to ShoreTel IP Phone extensive user provide server logs Display Service lt Error problems Usually Description gt the result of a fatal Perform other TAPI error diagnostics at your discretion 2808 Information The phone display was An administrator No action reinitialized because of reset the display on an administrative the phone at the request Extension specified extension lt Extension number gt 2809 Information The phone display was An administrator No action reinitialized because of reset the display on an administrative the phone request Port ID lt Port configured for the ID gt specified port 2810 Information All phone displays were An administrator No action reinitialized because of reset the display
108. proxy port the reverse proxy deployment is configured to use Conferencing iOS TCP 80 443 TAPI amp CSIS API Custom Solutions RPC Connection Negotiation TCP 135 MS RPC Port Mapper Call Control TCP UDP 5500 5600 MSRPC Remote TAPI Commands TCP 1024 65535 Remote TAPI Events CSS TCP 5440 ShoreTel 14 2 Maintenance Guide 325 Originating Device Headquarters Server Switch Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control UDP 2427 MGCP Media proxy UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands UDP 5453 Broadcasts Configuration Control TCP 1024 65535 Firmware download Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP 326 Maintenance Guide Table 89 Port Usage Part 1 Continued V Switch Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC UDP 5458 SUNRPC Broadcast SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands UDP 5453 Broadcasts Transport TCP 5432 CDS Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Destination Device Service Appliance Call Control TMS RPC UDP 5458 SUNRPC Bro
109. setting If the registry setting is SwitchDebug each distributed server pushes SwitchDebug to its managed switches ShoreTel 14 2 Maintenance Guide 59 La ShoreTel Server ShoreTel Release Numbering Scheme It s possible to prevent updating a DVS if needed for example when upgrading a system where a DVS has different settings from the HQ server You can prevent the registry setting from being pushed to DVS by putting its name into the TMS registry setting NoHQPushSettings DVS is supported ShoreTel Voice Mail Switch and SA 100 SA 400 Server Appliance do not get any registry pushes Changes on Servers and Clients An administrator can add the string value HKLM Software Shoreline Teleworks Telephony Management Server Settings NoHQPushSettings but it is not installed When the administrator changes a pushable TMS registry setting TMS creates a backup CDRDataExpirationBackup a DRDataCacheSizeBackup LogAssertsAsNTEventsBackup SwitchDebugBackup LogEventi08Backup ShoreTel Release Numbering Scheme In the ShoreTel release number schema the first number is the major build the second number is the minor build the third is the number of the build and the fourth number is always 0 The ShoreTel version numbering schema for various components is as follows Major release minor update within release build build number of the minor major combo fourth number 0 DVD or Package major minor build 0 Example 14 3
110. stopped Also the restore operation can by started from the SVCCLI only If automatic backup is disabled in ShoreTel Director backupvm still triggers the backup but only if backup is configured in the Director Whether for a scheduled or an on demand backup pre configuration of the backup target is necessary For a description of how to configure an FTP server to be the target of the backup see the ShoreTel System Administration Guide On demand backup can serve a variety of purposes These purposes are usually in response to anomalous situations The main purpose of on demand backup is to reduce the risk of losing voicemail if a damaged or faulty CF is suspected For example if the installation of anew CF card is immediately required on demand backup is the first step After the new card is formatted the restorevm command can bring the backed up voicemail to the new card Run getsvcstatus all to see the state of the CF file system At the bottom of the screen for this Commande output the state of each file system is shown The following line is from the file system lines of the getsvcstatus output and shows that the CF file system is mounted dev kcfal 984871 268663 666163 29 cf If the cf is missing then the CF file system is not mounted and remedial action is necessary In this case not only does voicemail have nowhere to go but the logs cannot be stored on CF so the system provides some space in RAM for holding the most
111. switches are assigned to specific TMS servers through ShoreTel Director Assignment of a voice switch to a TMS server is restricted to TMS servers at its own site or if there is no TMS server at that site to the nearest TMS servers in the site hierarchy above ShoreTel applications that use ShoreTAPI such as CAS IPDS and workgroups communicate directly with TMS Other applications that use TAPI use ShoreTel Transport to communicate with TMS TMS uses Network Call Control to exchange commands and events with ShoreTel voice switches so that TMS can present extensions and trunks as TAPI lines to the applications Media travels through the ShoreTel system using Real Time Protocol RTP and Secure Real Time Protocol SRTP After call setup media flows directly between IP phones via RTP For ShoreTel 400 Series IP phones media flows between phones using SRTP if it has been enabled through the Media Encryption option in the Call Control gt Options page in ShoreTel Director The ShoreTel voice switch is involved only when setting up or tearing down a call Figure 6 A voicemail message is normal RTP traffic unless it is a recorded voicemail message moving from one server to another Voicemail media streams conform to the G711 codec If a switch or IP phone is configured to use G 729 or ADPCM for example for an intersite call a media server proxy is used to transcode between G 729 ADPCM and G 711 Because the media server proxy is a switch resourc
112. the Diagnostics menu do one of the following On the IP420 press a Onthe IP480 IP480g and IP485g press the Back soft key or press the selector button on the navigation key pad To exit do one of the following On the IP420 scroll to the bottom of the Diagnostics menu to select the Exit option and then press the selector button on the navigation key pad a On the IP480 IP480g and IP485g press the Exit soft key or press the selector button on the navigation key pad Using Traceroute to Determine the Network Route to a Host 1 ShoreTel 14 2 With the phone on hook press the MUTE key followed by 3424 DIAG The Diagnostics menu opens Use the navigation key pad to scroll to the Traceroute submenu With the Traceroute submenu highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the navigation key pad The Traceroute screen is displayed Use the key pad to enter an IP address On an IP480 IP480g or IP485g you can also enter a DNS name Tip Press the key to insert a period in an IP address or DNS name In non numeric mode which is set through the left soft key press the key repeatedly to insert other symbols such as On the IP420 press the speakerphone button to backspace To proceed with the value you have entered press Do one of the fol
113. the NTP server plus the offset from the time zone setting of the phone Users can set the time zone through the phone s Options menu The IP address of the NTP server is delivered to the phone via DHCP or is manually configured in the phone In the absence of an accessible NTP server the phone can obtain the time from its controlling switch IP Phones and ShoreTel Voice Switches ShoreTel voice switches provide configuration and call manager functionality for ShoreTel 400 Series IP phones Every site where IP phones are in use must have a ShoreTel voice switch configured to support the number of IP phones at the site SIP Proxy ports are not required for the ShoreTel 400 Series IP phones ShoreTel voice switches provide configuration for the ShoreTel 400 Series phones in a different manner than for other ShoreTel phone models When a ShoreTel 400 Series IP phone downloads configuration files during the bootup process it receives a list of all available switches The phone then randomly selects a switch from this list starting with switches on the same subnet if available and attempts to register with the switch ShoreTel 14 2 Doc Type 123 ES Configuring and Maintaining 400 Series IP Phones IP Phone Communications The contacted switch then redirects the phone to the appropriate call manager switch which is the ShoreTel voice switch assigned to the phone to set up and tear down calls The call manager switch handles the Session Initiatio
114. the ShoreTel IP Phone 169 Configuration for ShoreTel IP Phones 169 Boot Configuration Operation 169 IP Phone Configuration 169 Local Keypad Procedures 185 PhoneCTL Command Line Togo 188 Commands xis Zeien Beale Be aoe ta Mee a Pete nde ee Ded be ee eee 188 Configuring Syslog Functionality for the ShoreTel IP Phones 5 189 Retrieving Information about the IP Phone 191 DOMPNONE e ele ek nie ENEE EE MiG WE Eege a ee ee eee aie 193 Dial Tone Behavior 193 Tanster 22 2c0deitiat 2 4 edge i as hd awe Sa beeen gaa 193 PAIN Ze creat ec ace id T E acne gr le eagle a a aes Geta dag eat ada Mr lea EE ate does 194 Hold Multi line IP Phones 194 Hold Single line IP Phones IP110 IP115 0 2 20 0 194 ShoreTel Service Appliances 0 200 e eee eee eee 195 OVEIVIOW std wane athe niet nent ea EES EE EE e E 196 Using the Service Appliance 0 00 c eens 196 Service Appliance Maintenance 196 Service Appliance Backup 196 Manual Backup s ss datts an Ze Rhea eee AC ee eee bee Aeon 197 Restoring the Service Appliance Backup 199 Manual RESTO essaiar dianik Pace NENT ani ed oes ed een eee eho 199 Disk Management 200 Log Files and Processes 200 Service Appliance Logging Process 0 cece eee eee ees 201 Service Appliance Processes and Protocols 201 Beleg EE 202 Service Appliance Utilities 202 Accessing Utilities from GH 203 Diagnostics and Repair
115. the client sent to the server 3 Use the trunk debugger to identify what the CO sent to the switch Troubleshooting Configuration Problems The following symptoms may indicate configuration issues A Server Unavailable message appears when the user attempts to change his or her call handling or headset mode a Unable to use Configure ShoreTel System via Communicator s Options menu or unable to access ShoreTel System from the Windows Control Panel Call handling mode or headset mode display on Communicator is inaccurate Review Troubleshooting Login or Startup Problems on page 208 Most of the diagnostic guidelines in that section apply to configuration problems as well Isolating a Configuration Problem 1 Confirm that the CSIS server is running by entering the URL provided 2 Ifthe CSIS server is running make sure that CSTSCMgr exe is also running on the client PC 3 If the client process is running try toggling the hands free mode on and off or change the call handling mode 4 Verify that Communicator is connected to the CSIS server by placing the cursor in the QuickDialer dialog box and pressing Ctrl F12 Use the diagnostics dialog to check the connection ShoreTel 14 2 Maintenance Guide 215 8 ShoreTel Client Applications Troubleshooting MAPI Contact Import Problems Using SHAdrTst exe Troubleshooting MAPI Contact Import Problems Using SHAdrTst exe You can isolate MAPI contact import problems by runni
116. the encrypted version of RTP depends on whether SRTP has been enabled through the Media Encryption option in the Call Control gt Options page in ShoreTel Director If the Media Encryption option is set to SRTP 128 bit AES SRTP is used in the following scenarios For calls between 400 Series IP phones configured as internal extensions after the call is set up media flows directly between the IP phones using SRTP For calls between a 400 Series IP phone and an external number over a trunk after the call is set up media flows via the trunk using SRTP For three way mesh conference calls between 400 Series IP phones after the call is set up media flows between the phones using SRTP For up to six 400 Series IP phones involved in a Make Me conference media flows through SRTP when ShoreTel voice switches are used For conference calls involving 400 Series IP phones that are initiated through a service appliance media flows through SRTP ShoreTel 14 2 Doc Type 124 15 Configuring and Maintaining 400 Series IP Phones Updating IP Phone Firmware When SRTP is used to encode the audio the secure nature of the call is indicated with a lock icon in the call window If the Media Encryption option is not enabled the connection negotiation between two 400 Series IP phones is through SRTP but the resulting media stream between the two phones is through RTP Media flow for calls between ShoreTel 400 Series IP phones and othe
117. the settings for DHCP option tag 156 and or option tag 66 If not using DHCP use MUTE 73887 SETUP to specify a configuration server For details see Entering SETUP from the Key Pad on page 129 No download server If you have a server configured for the httpResources configured configuration parameter check the status of that server Otherwise check the status of the Headquarters server No download server If you have a dedicated server configured for the could be reached httpResources configuration parameter check the status of that server Otherwise check the status of the Headquarters server No Ethernet No Ethernet link If No Ethernet is displayed on the phone while the phone detected reboots you can ignore the message because it is a normal part of the phone boot up process If No Ethernet link detected is displayed in the remote syslog output then there might be an issue with the Ethernet connection Check the network connection and or reboot the phone ShoreTel 14 2 Doc Type 157 ES Configuring and Maintaining 400 Series IP Phones Message on Phone Display No Service Diagnostic and Failure Messages for 400 Series IP Phones Table 24 Error Messages Continued Message in Remote Syslog and or in Details View of Phone Message No SIP server found in config Interpretation and Action The phone cannot connect with a SIP switch because no switch is configured The
118. the switch 1 Telnet into the switch 2 Type the following command ipdt_debug_level 1 3 Logging output appears on the screen ShoreTel 14 2 Maintenance Guide 165 6 Other IP Endpoints Notes 2 Troubleshooting the IP Phone Display a ShoreTel recommends that you enable IPDT logging only for short periods of time This feature generates large amounts of data that consumes CPU cycles on the switch and slows it down m You can disable the logging feature by replacing 1 with a 0 in the command above a The 1 variable enables tracing for all IPDT related components You can selectively enable individual IPDT components by using the commands and variables listed in Table 26 Table 26 IPDT Debugging Flags Decimal Hexadecimal Debug flag vale Jalie Purpose DEBUG_HOTDIAL 2 0x2 timeouts and logic associated with hot dial fast transfer feature DEBUG_NCC_RAW_EVENTS 256 0x100 raw device status call control and IPDS helper events from switch core DEBUG_NCC_DEVICE_INVENTORY 512 0x200 ncc acquisitions and releases DEBUG_NCC_FLOW1 4096 0x1000 ncc event handling DEBUG _NCC_FLOW2 8192 0x2000 verbose ncc event handling DEBUG_CONFIG_NOTIFICATIONS 65536 0x10000 configuration data and changes DEBUG _NCC_DISPLAY_ BASIC 16777216 0x01000000 logic associated with determining which screen is shown DEBUG _NCC_DISPLAY_DETAILS 33554432 0x02000000 the actual display commands sent to the phones
119. the telephone trunk ports Q Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 Q Backup Operator Extension Port 12 ShoreTel 30 RJ 21X Telephone and Trunk Connector Table 79 ShoreTel 30 RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable olor 1 Trunk 1 Blue White 26 White Blue 2 Orange White 27 White Orange 2 Trunk 3 Green White 28 White Green A Brown White 29 White Brown 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 7 Orange Red 32 Red Orange 8 8 Green Red 33 Red Green 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 8 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension DID 21 Blue Violet 46 Violet Blue ShoreTel 14 2 Maintenance Guide 296 D Switch Port Pinouts ShoreTel 30BRI Voice Switch Table 79 ShoreTel 30 RJ 21X Telephone and Trunk Connector Pins Continued Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable olor 22 Orange Violet 47 Violet Orange 12 Extension DID 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown
120. the user row of the database USER table MustChangeGUIPassword MustChangeTUIPassword a MustRecordName Microsoft Outlook is installed AND Voice Mail Outlook Integration is not installed AND the following DWORD value is missing from the registry or set to z nonzero value Q HKEY_CURRENT_USER Software Shoreline Teleworks ShoreTel Client OfferToInstallOutlookIntegration If any of the specified conditions are TRUE the Setup Wizard runs while also setting one or more of the conditions to TRUE and starting the client Note Set the values only after exiting the client from the system tray and terminating all Communicator services V 1 Compatibility V 1 Compatibility functionality logs messages and events to the following log files ShoreTel 14 2 Maintenance Guide 218 8 ShoreTel Client Applications Existing Communicator Issues m cCSISSvr XXXXX Log on server basic level m CSIS XXXX Log at C Documents and Settings client s name Application Data ShoreTel Client Logs on client machine You must enable CSIS Tracing in Communicator The following is an example log generated when Communicator starts up This information is logged on the user s computer The information of 5804 5564 13 35 19 992 PST CSIS CONNDLL CCSISSvrCONN checkUpgrade for CCARR 755 USER client version 14 40 6800 0 server version 15 20 3400 0 status 4 is logged to file CSISSvr XXxXX log The information of
121. trunk CCOs trunk_debug_level Sets the trunk debugging flag Recommend using level 4 uaCallList Displays information about active calls and legs ua_call_status Shows a snapshot of the active call status of the switch ShoreTel 14 2 Maintenance Guide 83 E ShoreTel Voice Switches VxWorks Command Line Interface Table 11 VxWorks CLI Commands PNWEVIE Le mela Command Description Voicemail Enabled Notes Switches uaList Displays list of ShoreSIP extension trunk user agents unset_mpm_debug char Disables set_mpm_debug command udpstat Show Displays UDP statistics XS Creating an Ethernet Trace File Using a ShoreTel Voice Switch You can capture the output of VxWorks commands from the ShoreTel Voice Switches in an Ethernet Trace file that is stored on the server that is managing that switch To create an Ethernet Trace file 1 Open a Telnet session and type memShow Run this command to verify that the switch has at least 1 MB of memory to perform the procedure 2 From the Start menu navigate to the Control Panel gt Administrative Tools and locate the IIS Manager 3 Right click on the IIS Manager and select Properties Then enable the ability to write to the FTP server by selecting the Write check box and clicking OK This enables the ability to write to the following directory C lnetoub ftproot In Windows Server 2008 you must edit th
122. utility CTRL F12 to create a client log Gather the server logs from the following location on the server C Program Files Shoreline Communications ShoreWare Server slogwin Gather the logs from the server where the user s phone or mailbox is configured and the Headquarters server Play Message Issues Use the flow of requests and responses between the client and server CAS for to determine problems with playing voice mail messages ShoreTel 14 2 Maintenance Guide 212 EN ShoreTel Client Applications Troubleshooting CAS IPDS Issues Find play request 16 38 44 809 P TID 7132 PCMMainThread VoiceMailStorage PostRequest topic vm message play timestamp 1328661524809 sequence id 304 request id 304 mbox id 120 msg id 5ILPZQIDU drop call true pos 0 Sample error message 16 38 47 165 P TID 7132 6592 Error CAS Asynchronous command result topic vm message error evt timestamp 1328661527128 sequence id 1318 req sequence id 304 error 1055914152 Find play request in IPDS server log 16 38 44 980 3312 5904 gt Processing JSON cmd topic vm message play timestamp 1328661524809 sequence id 304 request id 304 mbox id 120 msg id 5ILPZQIDU drop call true pos 0 Tick 4889312 For a successful message play TAPI activity is present 14 59 41 970 3044 5148 gt VMHandler DoPhoneDial usr 174 calling phoneDial mbox
123. 0 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands UDP 5453 Broadcasts Transport TCP 5432 CDS CMCA TCP 80 HTTP Web share KU TCP 443 HTTPS Web share Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP IP Phone Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Port Usage Communicator Windows Configuration amp Call Control TCP 5447 CAS TCP 5449 5469 web proxy Mgmt API TCP 80 HTTP Session Manager Web TCP 5449 5469 web proxy WCM Options page Mgmt API TCP 80 HTTP Session Mgmt AD non AD login auth amp web content TCP 5447 CAS Mac TCP 5449 5469 web proxy WCM Options page Mgmt API TCP 80 HTTP Session Mgmt AD non AD login auth amp web content TCP 5447 CAS MCM Mobile TCP 80 MOM Server CMiPhone TCP 5447 CAS TCP 80 iPhone non reverse proxy TCP 443 Default TCP 5449 Data API TCP 5447 CAS API TCP 80 Session manager API Note Regardless of whether CMiPhone is using a reverse proxy the ingress ports for all traffic coming from CMiPhone on the HQ DVS server will be 80 5447 and 5449 If a reverse proxy is used the traffic from the proxy to the HQ DVS will use 80 5447 5449 and the traffic between CMiPhone and the reverse proxy will go over whatever reverse
124. 0 0 00 eee 289 Specifications SG 1 U Half Width Switches 0 0 00 000 c eens 289 ShoreTel 90 Voice Switch 289 ShoreTel 9OBRI Voice Switch 291 ShoreTel 50 Voice Switch 293 ShoreTel 30 Voice Switch 295 ShoreTel 30BRI Voice Switch 297 ShoreTel 220T1A Voice Switch 0 00 00 eee eee 301 ShoreTel 220E1 Voice Switch 2 0 0 0 eee 303 ShoreTel T1k Voice Switch 0 0 0 0 000 eee ee 304 ShoreTel E1k Voice Switch 0 0 0 0000 ee eee eee 305 Specifications SG Voice Switches 306 ShoreTel 90V Voice Switch 0 0 0 00 0 eee 306 ShoreTel 9OBRIV Voice Switch 0 0 0 0 0 0 ee eee 308 ShoreTel 50V Voice Switch 0 0 0 0 0 0 eee eee 310 Specification SG 1U Full Width Switches aaan c cee eens 312 ShoreTel 120 Voice Switch 312 ShoreTel 24A Voice Switch 0 0 0 0 0 0 ee eee eee 314 ShoreTel 60 Voice Switch 0 0 0 00 cc eee eee 315 ShoreTel 40 Voice Switch 317 ShoreTel T1 and ShoreTel E1 Voice Switches 319 PomUSage si EEN kOHE dNTE dee seas dee en deen RENE en ew new EN 321 Port Usage Tablosu rein oriee ee a tenet eee 322 Port Usage Pan T ER er EER Reg ee bea Dea Oe eee See A RENEA 322 Port Usage Part 2 eege Sine eis veda NNN A lee cee paid et be 328 Maintenance Guide 8 Preface The ShoreTel Maintenance Guide describes how to troubleshoot and solve problems that can arise in a highly complex system Conventions Used ShoreTe
125. 0550 RTP configurable Traceroute UDP same as RTP Configuration Control UDP 67 DHCP Server Maintenance UDP 162 SNMP TRAP Call Control UDP 5060 SIP Media Stream UDP 1024 65535 RTP for SIP Traceroute UDP same as RTPCall 328 Maintenance Guide ShoreTel 14 2 Port Usage Part 2 Originating Device Table 90 Port Usage Part 2 Continued Softphone Destination Device Distributed Voice Server Headquarters Server Port Usage a V Switch Call Control UDP 2427 MGCP Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP UDP 5500 5600 MSRPC SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5442 DRS UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Database TCP 4306 MYSQLCC TCP 4308 MYSQL config Transport TCP 5432 CDS Configuration Control TCP 21 FTP CTL Boot files TCP 20 FTP DATA Boot files Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP UDP 5500 5600 MSRPC SoftSwitch UDP 5440 Location Service UDP 5441
126. 0550 RTP 10550 RTP configurable configurable Traceroute Traceroute UDP same as UDP same as RTP RTP Softphone Call Control Call Control Media Stream Media Stream UDP 2727 MGCP UDP 2727 MGCP UDP 10000 UDP 10000 10550 RTP 10550 RTP configurable configurable 324 Maintenance Guide ShoreTel 14 2 Port Usage Part 1 Originating Device Switch Distributed Voice Server DVS Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control UDP 2427 MGCP Media proxy UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands UDP 5453 Broadcasts Configuration Control TCP 1024 65535 Firmware download Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Table 89 Port Usage Part 1 Continued V Switch Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC UDP 5458 SUNRPC Broadcast SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands UDP 5453 Broadcasts Transport TCP 5432 CDS Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Destination Device Service Appliance Call Control TMS RPC UDP 5458 SUNRPC Broadcast SoftSwitch UDP 544
127. 11 Extension DID 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension DID 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 14 2 Maintenance Guide 307 D Switch Port Pinouts ShoreTel 90BRIV Voice Switch ShoreTel 90BRIV Voice Switch Figure 29 ShoreTel 90BRIV Front Plate Audio Input Port music on hold RS 232C BRI Status Maintentance Parts LED Port BRI BRI LEDs LEDs A MAINT Gi ShoreTel ShoreGear 90BRIV e EE ES z Default ka Sa Ss Switch ce 1 LAN1 LAN2 BRIS 2 4 BRI4 2 Network Network Power LEDs LEDs RJ 21X LAN BRI LED Connectors Ports Telco Port Audio Output Port night bell Switch Capacity Analog Circuit Resources a Ports 9 12 Extensions Digital Circuit Resources Q Four BRI Spans each comprising two channels Eight channels maximum Make Me Conference Resource None Maximum IP Phone Resources 90 devices a Analog Port Reallocation 20 a Digital Channel Reallocation 40 Q Built in Resources 30 ShoreTel 90BRIV Connectors 13 5 mm mono connector for audio input music on hold 13 5mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface m 1 RJ 21X male connector for mass termination of the telephone trunk ports ShoreTel 14 2 Maintenance Guide 308 D Sw
128. 2 Maintenance Guide 177 6 Other IP Endpoints IP Phone Configuration Table 33 Phone Configuration Parameters Continued Parameter Value Type Value Source Default Font2Pixmap Up to 32 Name of the omp format file CFG font2pixmap bmp ASCII that contains the large font Character pixmap used by the U dlt2 signal Format is windows bmp 16 color except on the S6c where it is 256 colors FtpServers Up to 255 A comma separated list of up to DHCP 0 0 0 0 ASCII 2 FTP servers If a server is MAN Characters unavailable the phone goes through the list until a working server is found GatewayAddress Dotted Gateway address for the DHCP 0 0 0 0 Decimal telephone MAN ASCII GreyLevels Up to 3 Grey level setting for the middle CFG 1 1 ASCII grey levels on the IP530 and Characters IP560 only Low middle grey level may have the values 0 1 4 1 1 3 2 1 2 High middle grey level may have the values 0 1 2 1 2 3 2 3 4 Example 1 2 IcmpArpTimeout Up to 5 Number of seconds before CFG 0 ASCII routing table entries created by Characters ICMP redirects are timed out of the routing table If 0 then they never time out IconPixmap Up to 32 Name of the bmp format file CFG iconpixmap bmp ASCII that contains the icon pixmap characters Format is windows bmp 16 color ShoreTel 14 2 Maintenance Guide 178 6 Other IP Endpoints Parameter Include IP Phone Configuration Table 33
129. 3948 3812 16 21 08 731 CST CSIS CM CCSISCLiCONN checkUpgrade client version 14 20 0 0 server version 15 20 3400 0 status 1 Status Codes generated by Communicator behavior status 0 no upgrade status 1 optional status 2 mandatory status 3 incompatible status 4 not allowed status 5 incompatible server status 6 suggest upgrade Existing Communicator Issues When warning pop up windows are displayed that require an upgrade or when a pop up window is displayed indicating do not allow upgrade and the user clicks OK or Cancel quickly the Communicator may not exit properly The user must wait 1 or 2 seconds before clicking the pop up warning windows ShoreTel 14 2 Maintenance Guide 219 APPENDIX Event Codes This appendix includes information about ShoreTel Event codes It covers the following topics COVE VIOW E ET abhdtee Eed ch wachedvecevhane deesua edach esbedee 221 Event TVDOS sii cde indies ce heneed eeseadter oataetucs eege 221 Using the Event Code Tables AA 222 Ire TE 223 Telephony Management Service TIMES 236 Voice Mail e E 250 eto Fe Eege De 257 Event Walch EE 258 System Management Interface cccceeeeeeeeeeeeeeeeeeeeeeeaaeeeeeeeeeeeaeeeeeeeeesiaeeeeeneeees 259 Neige 259 Tigger Servet E 260 Distributed Routing Service DPE 261 Kadota Hl EE 262 Call ACCOUNUIING EE 262 Workgroup SeNet sisson hcpceves te wea
130. 4 ShoreTel 14 2 Maintenance Guide 195 ShoreTel Service Appliances Overview Overview The ShoreTel Service Appliance is a sealed appliance optimized for resiliency and security capable of running ShoreTel services The Service Appliance can host Audio Conferencing Web Conferencing and Instant Messaging services Service appliances are deployed in the same manner as other ShoreTel voice switches and managed similarly to the voicemail enabled switches Director windows configure conference settings and provide status for the Service Appliance Network setting are configured using a serial cable or the Service Appliance s switch command line interface stc1i The management of the services running on the Service Appliance switch is done via the Service Manager command line interface svcc1i The stcli and svccli are accessible via a serial cable or remotely via SSH This chapter describes the processes and procedures necessary to back up and restore your Service Appliance locate key log files produce logs and various switch commands and utilities useful for monitoring and troubleshooting the Service Appliance Using the Service Appliance Service Appliance Maintenance A few key tasks are required to maintain the Service Appliance Table 46 Table 46 Service Appliance Maintenance Tasks Task Description Backup Performs regular automatic backups of your Service Appliance to protect conference data generated recordings and up
131. 408 331 3333 fax www shoretel com ShoreTel 14 2 Maintenance Guide 2 Table of Contents Preface tee ed EE ee dee mt e ee ee E 9 Conventions USed Are gue cael SE cea seid ugg lee E eee nel ae 9 For More Information 10 Chapter 1 ShoreTel Architecture cic ence daw ew ae ee eeu Re ke 11 MEDIEN See ELSEN AE AE Gu ead ees ede ae 13 ShoreTel System Components 14 ShoreTel Servers 15 ShoreTel Voice Switches and Service Appliances 15 IPSEMODOINS EE 15 ShoreTel Client Applications 15 ShoreTel Distributed IP Voice Architecture 15 Distributed Applications Platform 16 Distributed Call Control 16 Single System Management 18 ShoreTel System Communications 19 Call Control saii masana d ded da ehh a hee weed eee whee ed ee e 19 el e UE 22 TAPIand ShoreTAPh aac cia EELER eae ae ew iad REREAD REA Read 23 MO ae is back aceite nd ange aw ital aug ee aaa moa ew wee ated abate Pa E cag ee Re eee 25 system Reliability ENTREE Vega eed eee eee NEEN Een dE aes athe es 27 Distributed Switch Control 27 Distributed Database 0 0 tees 28 Client Application Server CAS 00 eect eee 28 Public Switched Telephone Network PSTN Failover 000000 eee eaeee 28 CDR Data Storage 2 sta ievaeen dw decane aeteaad in ee wee ea EE ees 29 Call Scenarios EEN 29 On hook Call from Communicator 0 0 00 cette 29 Quick Dial Call from Communicator 0000 eee 30 Inbound Call from
132. 485g custom txt custom_485g txt Processing Order for Configuration Files Configuration files are processed in the following order ShoreTel 14 2 country_ lt ISO gt txt where lt ISo gt is a two character ISO country code For example the file for the United States is country_US txt Do not edit these files These files specify country specific settings such as date time formats generated txt Do not edit this file because it is generated by the server and any changes would be overridden the next time the server generates the file This file contains a list of voice switches for the phone and the default httpResources parameter setting which specifies the default server path for wallpaper and ringtones The server regenerates this file whenever the list of switches is updated custom txt This is the base custom configuration file for all 400 Series IP phones Any configuration parameters that you add to this file are applied to all 400 Series IP phones in your system custom_ lt phone_model gt txt where phone model is 420 480 480g or 485g This is the custom configuration file for a particular model of 400 Series IP phone Any configuration parameters that you add to this file are applied to all phones of that model at your site custom_ lt MAC address gt txt where lt MAC address gt is the MAC address of a phone This is the custom configuration file for a particular phone as identified by its MAC addres
133. 7 Sound Notification IV Create Crash Dump File E Browse Application Errors Men oe CAWINDOWS system32 cmd exe c000000S AmThread Ar H Cancel Help Figure 14 Configuring Dr Watson Services Services The ShoreTel server is made up of multiple processes working together to provide applications that which starts automatically when the server starts include voicemail ShoreTel Director and Workgroups Each process runs as a Windows Service Table 3 on page 53 lists and describes each service and its underlying process All services run on the Headquarters Server Services that also run on distributed voice servers are marked in the Distributed Server column ShoreTel 14 2 Maintenance Guide 52 Loi ShoreTel Server Service Name Table 3 Service Descriptions Service ID Process Description Services Distributed Server Routing Service 100 switches When active this service provides location information for routing intersite calls and additional routing information for trunk group selection ShoreWare Call ShoreTel CDR TmsCDR exe Records call information Accounting call accounting information call queuing data and media stream data and writes it to the CDR database ShoreWare CSIS ShoreTel CSISSVC CS ISSvc exe Provides legacy ShoreTel X Server clients ShoreTel 12 or earlier with an interface to the ShoreTel serve
134. 8 lt value gt is the value for the configuration parameter Default values are listed in Table 23 on page 138 In specifying parameters the following rules apply IP addresses must be provided in dotted decimal format Parameters and values in configuration files are case sensitive Cases are preserved in character strings unless otherwise indicated Comments may be embedded in a configuration file by starting the comment line with a fa parameter value is formatted incorrectly or is outside the range of valid entries the phone skips the value and moves to the next parameter Errors are not logged in these cases Example of a Custom Configuration File Assume that you would like to configure the following custom settings on all of the ShoreTel 400 Series IP phones at your site Specify a dedicated server other than the Headquarters server for ringtones and wallpaper through the ht tpResources parameter Specify a path where diagnostic log and capture files from the phones should be uploaded ShoreTel 14 2 Doc Type 136 15 Configuring and Maintaining 400 Series IP Phones Receiving Configuration Settings from a Switch Use custom power settings as follows a The phone screens return to partial brightness at 07 00 rather than the default of 06 00 a The phone screens enter sleep state completely blank or dark at 20 00 rather than the default of 19 00 a This schedule applies to the phone displays
135. Address gt reboot Reboots the switch without using ShoreTel Director lt Switch IP Address gt flash Sets switch to boot from flash memory lt Switch IP Address gt allows you to boot without logging in ftp Sets switch to boot from FTP allows you to do this without logging in lt Switch IP Address gt diag Sends switch state information By default the system puts this lt Switch IP Address gt information in the same folder where the ipbxctl utility is running Note This may be disruptive to normal switch function Use this command only for diagnostic functions not for reporting reset Clears all flash memory Returns switch to factory defaults Note This command is not available from the ShoreTel CLI telnetoff Disables Telnet connection on the switch lt Switch IP Address gt traceroute Network troubleshooting tool lt target IP Address gt SS A For additional information about the parameters that can be used with this command see Table 12 on page 86 Password Access After entering the ipbxct1 command the user is prompted to enter a password After the user enters the correct password the device permits access to executables that configure or diagnose the switch Performing a telnet session on a ShoreTel Voice Switch requires password access to ipbxct1 before invoking the telneton command After entering the correct password a user can establish a telne
136. Attendant Workgroups and route points supported by that softswitch unavailable The softswitch receives and transmits information using the same communication paths and protocols as the other switches in the system A softswitch is automatically created for every server added to the ShoreTel system By default the name of the softswitch is the same as the name of the ShoreTel server hosting the switch as specified on the Application Server page in ShoreTel Director Server Maintenance Server software upgrades take place any time new ShoreTel software is loaded The Setup program detects the installed software and automatically converts any system files or databases Upgrading from one minor version to another automatically converts any system files or databases Minor upgrades typically add incremental features to the software or correct product defects found in previous releases ShoreTel 14 2 Maintenance Guide 42 La ShoreTel Server Diagnostic and Troubleshooting Information for Servers Diagnostic and Troubleshooting Information for Servers The ShoreTel system provides information about the operational status of the servers and services as well as diagnostic and troubleshooting tools to resolve an event or error that might occur while the system is running or during installation The following tools are described in this section Monitoring tools included in ShoreTel Director Installer logging Event log system log
137. B R11 x CAS Session Manager R11 x TCP 5449 5469 web proxy WCM Options page TCP 80 HTTP for SM AD non AD login authentication Transport TCP 5432 events R8 1 triggers R11 DDB R11 DBUpdate R10 VMstats R8 1 ShoreTel 14 2 Maintenance Guide 333 Table 90 Port Usage Part 2 Continued Originating Device Softphone Destination Device Distributed Voice Server Headquarters Server Port Usage Part 2 Media Stream UDP 10000 10550 RTP configurable Headquarters Server Traceroute UDP same as RTP RPC Connection Negotiation TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper TCP 135 MS RPC Port Mapper Maintenance TCP 1024 65535 RPC Quicklook Call Control TCP UDP 5500 5600 MSRPC DTAS TMS Commands TCP 1024 65535 DTAS TMS Events TCP 1024 65535 MS RPC DB Notify TCP 5441 Call data UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Distributed Voice Mail TCP 25 SMTP Voice Mail transport Transport TCP 5432 events R8 1 triggers R11 DDB R11 TMS UDP dynamic 1024 65535 broadcast TMS TMS disaster recovery 5430 TMS DTAS interserver communication Third Party Double Take If Configured TCP 8000 Heartbeat Transmit TCP 8005 Status Transmit TCP 8006 Stats Report Voice Mail Notification TCP 25 SM
138. DID 7 Orange Red 32 Red Orange Extension 8 Trunk DID 8 Green Red 33 Red Green Extension 9 Extension 9 Brown Red 34 Red Brown 10 Extension 10 Slate Red 35 Red Slate 11 Extension 11 Blue Black 36 Black Blue 12 Extension 12 Orange Black 37 Black Orange 13 Extension 13 Green Black 38 Black Green 14 Extension 14 Brown Black 39 Black Brown 15 Extension 15 Slate Black 40 Black Slate 16 Extension 16 Blue Yellow 41 Yellow Blue 17 Extension 17 Orange Yellow 42 Yellow Orange 18 Extension 18 Green Yellow 43 Yellow Green 19 Extension 19 Brown Yellow 44 Yellow Brown 20 Extension 20 Slate Yellow 45 Yellow Slate 21 Extension 21 Blue Violet 46 Violet Blue ShoreTel 14 2 Maintenance Guide 313 D Switch Port Pinouts Table 85 ShoreTel 120 RJ 21X Telephone and Trunk Connector Pins Continued ShoreTel 24A Voice Switch Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 22 Extension 22 Orange Violet 47 Violet Orange 23 Extension 23 Green Violet 48 Violet Green 24 Extension 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 24A Voice Switch Figure 32 ShoreTel 24A Front Plate Audio Input Port music on hold Power Analog Phone Ru 11 LED Default LAN RS 232C RJ 21X Telco Switch Connectors Maintentance Port Port G Switch Port Audio Output Port LEDs night bell Switch Capacity Analog Circuit Resources Q Ports 1 24 Twent
139. FTP site anonymous anonymous anonymous anonymous User name login typically set to anonymous ftp password FTP site sti sti sti tsk pw blank Password use rsh typically set to st1 flags See Boot Flags 0x40 0x40 0x40 0x40 target name Host name of switch that can be set to other values ShorelineSwitch ShorelineSwitch ShorelineSwitch Shoretelbuild ShoreTel 14 2 Maintenance Guide 70 E ShoreTel Voice Switches Parameter startup script Table 7 Parameter Settings for Flash Boot and FTP Boot Description Path to bootscrp txt file for SG 24 SG 8 SG T1 Flash Boot 24 T1 E1 SG 90 50 220t1 220E1 flashO boottflsh txt FTP Boot 24 tsa bootscrp txt tsa bootscrp txt Boot Flags SG 30 50 90 220TI 220TIA 220E1 tsk bootscrp txt other Set to network interface fei fei fei emac a These IP addresses are examples Use the IP address for your system Boot Flags The boot flags allow you to alter how the switch boots up The hexadecimal values of the flags and their actions are listed in Table 8 You can aggregate flags to perform multiple functions by summing the hex values for the commands For example the following command aggregates the flags 0x40 0x2000 0x40000 and instructs the switch to use DHCP to get boot parameters disable the ShoreTel shell and set network speed and duplex m
140. Firmware Upgrades The IP phone application software can be upgraded by replacing the application file on the FTP server When ShoreTel 100 200 500 and 600 Series IP phones boot up or reboot they automatically download the available new firmware You can also initiate firmware updates by triggering a reboot through either the Diagnostics amp Monitoring system or Quick Look which are both available through ShoreTel Director T WARNING Modifying the IP phone configuration files can cause unpredictable results If you have special needs contact ShoreTel Technical Support for instructions Diagnostics Viewing System IP Phones IP phone connectivity is displayed in ShoreTel Director in the IP Phone List on the IP Phones page Administration gt IP Phones gt Individual IP Phones The number of IP phones connected through a switch and the number of IP phones that can be connected to a switch are displayed in ShoreTel Director in the Primary Switches page Administration gt Switches gt Primary You can also use the Diagnostics amp Monitoring system to view status of IP phones For details see the ShoreTel System Administration Guide On Screen Error Messages Any time a user action results in an error being returned by TAPI the error is displayed on the IP phone display for six seconds one North American ring cycle The error message can be dismissed more quickly by pressing the OK soft key Diagnostic and Failure
141. Guide 213 EN ShoreTel Client Applications Confirming TAPI Operations location http 10 186 0 141 5449 voicemail download 5FXZPVBDE wav session id Oaba0044cc22c3bb890b57fbldaalc26d27aa846dc5b89d4 to tmpLoc C Users lokino AppData Local Temp tmpA065 tmp 15 41 local 30 965 P TID 10196 PCMMainThread AudioFileWavePlayer m_webClient_DownloadFileCompleted File C Users lokino AppData Local Temp tmpA065 tmp WaveFileLength 72160 Confirming TAPI Operations 1 From Communicator for Windows click in the Quick Dialer field and then press Ctrl F12 to launch the Communicator Support and Debugging tool 2 Inthe Support and Debugging tool window select Telephony Status to open the Telephony TAPI test window A listing of line devices appears including a device displaying user statistics If no line device appears with the user statistics TAPI is not working properly Either Communicator was installed incorrectly or the TAPI Service Provider is removed or corrupted Reinstall the client software to correct the problem 3 Use the Windows phone dialer to confirm that TMS or Remote TSP is down a b Double click dialer exe to start the Windows phone dialer From the Tools menu choose Connect Using If no entries appear in the Line drop down list or the only entries are modems or other locally installed telephony devices either TMS or Remote TSP is not working If the drop down list di
142. I from the windows command prompt The following program launches the Command Line version of the Server Log Collection Utility lt ShoreTel install directory gt ServerLog exe Ed lt ShoreTel install directory gt is the location of the ShoreTel server files The default installation location of ShoreTel server files is as follows C ProgramFiles Shoreline Communications Shoreware Server Table 1 lists and describes available command line parameters Table 1 Command Line Parameters and Description Command Decription d lt destDir gt Set Destination Directory Note This is a mandatory parameter d1 lt datel gt Set Start Date date1 mmddyy d2 lt date2 gt Set End Date date mmddyy If d1 is not lt date1 gt and lt date2 gt are both set to the current date specified If dl is specified d2 becomes a mandatory parameter where lt date2 gt must be greater than or equal to lt date1 gt and less than lt date1 gt 7 days CDRDB Retrieve current CDR Database Log CONDB Retrieve current Configuration Database Log CRASH Retrieve Crash Dump Logs NTEL Retrieve NT Event Logs ShoreTel 14 2 Maintenance Guide 46 La ShoreTel Server Using the System Logs Table 1 Command Line Parameters and Description Command Decription TRIG Retrieve Trigger Logs DB Retrieve Database Logs
143. IP configuration options appears Table 6 on page 66 describes the boot and IP configuration options Table 6 Boot and IP Configuration Options Command Switch Description Voicemail Enabled Switch Description 0 Return to previous menu Return to previous menu 1 Change IP address Change IP address 2 Change IP subnet mask Change IP subnet mask 3 Change the gateway IP address Change the gateway IP address 4 Change server IP address Change server IP address Note This is the IP address the ShoreTel Note This is the IP address the ShoreTel server with the FTP service for the server with the FTP service for the switch switch ShoreTel 14 2 Maintenance Guide 66 E ShoreTel Voice Switches Accessing ShoreTel Voice Switch CLI on the SoftSwitch Table 6 Boot and IP Configuration Options Command Switch Description Voicemail Enabled Switch Description 5 Change boot method 6 Enable disable DHCP Change boot method 7 Change network speed and duplex mode Enable disable DHCP 8 Change network speed and duplex mode D Set change domain name P Set change primary DNS IP address Set change primary DNS IP address S Set change secondary DNS IP address Set change secondary DNS IP address T Set change network time server IP address 7 Display current configuration Help After you have set your IP address and boot options enter to return to the main menu You
144. IP Phones Specifying Configuration Parameters on a Phone 4 Doone of the following On the IP420 press On the IP480 IP480g and IP485g press the OK soft key The Admin Options menu opens 5 Use the navigation key pad and the selector button to open the submenus necessary to configure parameters as follows If you are not using a DHCP server to provide an IP address enter the following information a Internet protocol gt Use DHCP Toggle to Off a Internet protocol gt IPv4 address Enter the static IP address of the phone a Internet protocol gt Subnet mask Enter the static IP subnet mask of the phone a Internet protocol gt Gateway Enter the static IP gateway Q Internet protocol gt SNTP server Enter the IP address of the time server If you are not using DHCP to provide configuration parameters in the Services gt Config server field enter the IP address of the ShoreTel configuration server For descriptions of these parameters see Table 20 on page 130 6 With the appropriate submenu highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485qg press the Edit soft key 7 To return to the previous menu do one of the following On the IP420 scroll down to the Back option and press the selector button on the navigation key pad until you return to the top level menu On the IP480 IP480g and IP485qg pres
145. IS 3 Trunk lall f f 1 for more List all mail boxes in the system Enter without 1 for a summary of details system mail boxes and with 1 for more detail lamp m f m mail box Turns the message waiting light on f 1 on off for a specified mail box 0 off list pb b b O0 lastname Dump dial by names directory to the 1 first name voice mail log lmbox f f 1 for more List mail box information Enter without 1 for a summary of details system mail box information including messages IDs lms List mail box schedule lmsg m m message ID List details about a specific message Message IDs can be found by using Inbox loadc Load all voicemail configuration from the database loadm Load all mail box configuration from Requires that a mail box be open the database when you issue the command lserv List information about all servers ShoreTel 14 2 Maintenance Guide 49 Lei ShoreTel Server Using Dr Watson Table 2 cfg Commands Continued Command Parameters Description Comments lsys List all voicemail system parameters lsmtp List status of distributed voicemail ltapi List status of TAPI lines opened by voicemail msinfo Dump voice mail internal table to the voicemail log openm mail box Open specified mail box psinfo Dump port server information to the voicemail log purge Remove message in the deleted Requires that a mail box
146. If an odd number is specified the phone should use the next lowest even number if it fits the above limitations ShoreTel 14 2 Maintenance Guide 181 6 Other IP Endpoints Parameter SetupPassword IP Phone Configuration Table 33 Phone Configuration Parameters Continued Value Type 32 ASCII Characters Value This is the MD5 hash of the password that must be entered after the mute button is pushed to enter a manual key command Note This password must be saved in flash after a value is received from the MGC so it can be enforced on subsequent reboots It is not cleared by the CLEAR command nor the clear step in the SETUP command Source Default MGCP 1234 SiteOption SntpServer Up to 3 ASCII Characters Dotted Decimal ASCII Site specific option number used by DHCP between 128 and 254 SNTP server address in dotted decimal format CFG DHCP CFG MAN 156 0 0 0 0 SpeakerLevels Up to 255 ASCII Characters Set the audio levels of the speakerphone using a comma separated list of values for the following settings TxGain RxGain1 RxGain2 RxGain3 RxGain4 RxGain5 RxGain6 RxGain7 RxGain8 RxGain9 RxGain10 Speaker DTMF Attenuation Call Progress Tone Attenuation CFG Defaults vary by phone model For details see Table 30 on page 171 and Table 31 on page 172 SubNetMask Dotted Decimal ASCII Network Ma
147. Manager2 properties 1 Open the TMSManager2 Properties window by selecting MMC gt Component Services gt Computers gt My Computer gt DCOM Config gt TMSManager2 gt Properties Open the General panel and set Authentication level to Default Open the Location panel and select Run application on this computer Open the Security panel and click Edit in the Launch and Activation Permissions section Select the following permissions Q Administrators Local Launch no selection Remote Launch no selection Local Activation allow Remote Activation allow a SYSTEM Local Launch no selection Remote Launch no selection Local Activation allow Remote Activation allow Return to the TMSManager2 Properties window by clicking OK a Click Edit in the Configuration Permissions section and select the following permissions a Administrators Full Control allow Read allow a CREATOR OWNER Full Control no selection Read no selection Q SYSTEM GROUP Full Control allow Read allow a other Users Full Control no selection Read allow b Return to the TMSManager2 Properties window by clicking OK c Open the Identity panel and select The system account services only ZinManager Properties 1 ShoreTel 14 2 Open the ZinManager Properties window by selecting MMC gt Component Services gt computers gt My Computer gt DCOM Config gt ZinManager gt Properties Ope
148. OOT Commands and Flags Comments Sends MWI status to all phones in system Ver List cfg version List help commands UBOOT Commands and Flags Table 16 on page 116 describes the UBOOT environment variables Table 16 Parameter Settings for Flash Boot and FTP Boot Parameter Description Flash Boot FTP Boot autoload Specifies booting method for FLASH FTP bringing up operating system bootcmd Specifies boot actions that loads OS and software onto switch boottile Path and filename of operating _ tskl ulmage tskl ulmage system file flags Variable passed to Linux that 0x40 0x40 controls post startup operations gatewayip IP address of gateway server XXX XXX XXX XXX XXX XXX XXX XXX host IP address of host running XXX XXX XXX XXX XXX XXX XXX XXX Director ipaddr IP address of the switch XXX XXX XXX XXX XXX XXX XXX XXX netmask Subnet mask for subnet location xxx xxx xxx xxx XXX XXX XXX XXX of the switch pass Password for FTP account default setting is tsk default setting is tsk script Path and filename of bootscript tskl bootflsh txt tskl bootscrp txt file serverip IP address of host from which XXX XXX XXX XXX XXX XXX XXX XXX FTP transfer retrieves the OS image user User name of FTP account default anonymous default anonymous ShoreTel 14 2 Maintenance Guide 116 Burnflash Commands Voicemail Enabled Switches The following actions are triggered by fla
149. Pins Continued Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 10 Extension 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 50 Voice Switch The ShoreTel 50 Figure 20 is not supported in installations outside the U S and Canada Figure 20 ShoreTel 50 Front Plate Audio Input Port music on hold Status LED P a Network LAN 1 LEDs Connector OShorelel ShoreGear 50 Default gt S Switch UNwAcTLANZ 100 MENT Power Network LAN 2 RS 232C RJ 21X LED LEDs Connector Maintentance Telco Port Port Audio Output Port night bell Switch Capacity Analog Circuit Resources a Ports 1 4 Four Loop Start Trunks a Ports 11 12 Two Extensions or DID Trunks A single command configures all ports as either Extensions or DID trunks a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Make Me Conference Resources six ports a Ports 1 4 11 12 Maximum IP Phone Resources 50 devices ShoreTel 14 2 Maintenance Guide 293 D Switch Port Pinouts ShoreTel 50 Voice Switch a Analog Port Reallocation 30 a Built in Resources 20 ShoreTel 50 Connectors 13 5 mm mono connector for audio input music
150. S ID Severity Level Message Cause Action 2700 Information ShoreTel IPCS Server IPCS Server No action started started 2701 Error Handler not installed The service was Re install the not installed service properly 2702 Information The ShoreTel IPCS IPCS Server No action Server Stopped stopped 2703 Information Bad Service Request The service is not Re install the running service 2704 Information Maximum capacity for The switch reached To support more IP Switch ID lt switch its maximum phones configure a identifier gt reached capacity of IP new switch or add phones additional IP Ports to existing switches 2705 Information IP Phone was unable to Switches at the To support more IP be configured No destination site phones configure a switches are available on have reached new switch or add Site lt site name gt The maximum capacity additional IP Ports existing switch es have of IP phones to existing reached maximum switches capacity or may be temporarily down 2706 Information IP Phone was unable to No switches are To support more IP be configured No IP configured to phones configure a Phone switches are support IP phones new switch or add configured on Site lt site at the destination additional IP ports name gt site to existing switches ShoreTel 14 2 Maintenance Guide 265 IP Phone Display Server IPDS Table 67 Event Codes IP Phone Co
151. ShoreTel IP Name on Top of Table 29 lists the phone configuration file names Table 29 Phone Models Model Name on Barcode Label Underside of Base Configuration Custom File Name Phone Name Phone Phone Name IP 110 ShoreTel 110 SO shore_sO txt sOcustom txt IP 115 ShoreTel 115 S01 shore_s01 txt sOlcustom txt IP 212k ShoreTel 212k 12 shore_s12 txt sl2custom txt IP 230 ShoreTel 230 SEV shore_sev txt sevcustom txt IP 230g ShoreTel 230g SEG shore_sevg txt sevgcustom txt IP 265 ShoreTel 265 S36 shore_s36 txt s36custom txt IP 530 ShoreTel 530 S2 shore_s2 txt s2custom txt IP 560 ShoreTel 560 S6 shore_s6 txt s6custom txt IP 560g ShoreTel 560g S6G shore_s6g txt s6gcustom txt IP 565g ShoreTel 565g S6C shore_s6c txt s6ccustom txt IP 655 ShoreTel 655 SWE shore_swe txt swecustom txt BB24 ShoreTel 24 SBB shore_sbb txt sbbcustom txt F While booting IP phones look in FTP root for a unique configuration file shore_MACaddress txt the MAC address of the phone Note MAC configuration files must be named in lower case While Windows is usually not case sensitive the LIST command within the Windows FTP server is case sensitive If shore_MACaddress txt is found it is used to provide configuration files and configuration parameters for the phone If shore_MACaddress txt is not found the phone uses the coded model name txt file for configuration The format of a configur
152. Stop highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Stop soft key 8 Optionally on the IP480 IP480g and IP485g before or after you stop the capture process you can filter the results by protocol or IP address To filter by protocol enter the protocol in the filter box For example enter SIP To filter by IP address in the filter box enter ip addr lt IP_address gt ShoreTel 14 2 Doc Type 151 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone 10 11 12 Tip To enter a period in an IP address press the key To enter the symbol while in either uppercase or lowercase alphanumeric entry mode press the key several times to move through various symbols until the symbol is displayed You can change the entry mode by pressing the soft key on the left Optionally to see the contents of a packet on the IP480 IP480g or IP485g press the Details soft key To upload the captured packet information do one of the following On the IP420 with Upload highlighted press the selector button on the navigation key pad After receiving a message about the upload process press to continue On the IP480 IP480g and IP485g press the Upload soft key The phone returns a message to let you know whether the upload operation succeeded To return to the Diagnostics menu do one of the following a O
153. TP CDR TCP 3306 CDR archive on remote server pre R10 x TCP 4309 CDR archive on remote server R10 x Other SIP endpoints for example Maintenance TCP 80 HTTP Quicklook TCP 5431 3 party TAPI to TMS DTAS communication Configuration Control TCP 80 HTTP Director Access Control Session Manager R11 x TCP 80 HTTP for SM AD non AD login authentication TCP 5431 3 party TAPI to TMS DTAS communication 334 Maintenance Guide ShoreTel 14 2
154. Tel Voice Switches While this does not have to be active on a continuous basis the FTP site needs to be active for the fallback capability to work ShoreTel recommends that the FTP site always be available The ShoreTel server also uses the FTP service to transfer prompts between applications The IP phones use the FTP server to download configuration information and the application program when they boot The IP phones download these files from the server that is controlling the switch managing the IP phone To view the FTP site properties use the Internet Services Manager Anonymous FTP access must be maintained in order for all ShoreTel applications to use it SMTP Services The ShoreTel software uses SMTP to send email notifications for example when new client software is available for installation The voice mail system uses SMTP to transport composed messages between the distributed servers SMTP services are also required by the Event Notification feature The ShoreTel installer does not make any specific configurations to the SMTP service The applications deposit outbound email on the server for forwarding elsewhere For proper operation of the ShoreTel services the hosting enterprise must have an email server configured to accept and forward SMTP mail This is usually the exchange server or primary email server for the company Client Application Server CAS The Client Application Server CAS is a ShoreTel proprietary pro
155. Tel voicemail enabled switches provide voicemail services and access to auto attendant menus for extensions hosted by the switch Voicemail enabled switches provide local access to voicemail while being controlled by a distributed voice server DVS at a different location Voicemail enabled switches store voicemail in Compact Flash CF cards Auto Attendant menus greetings and prompts are stored in permanent flash memory Voicemail backup and restore routines are available through Director for protecting voicemail on a regular basis If a switch is disabled information on the Compact Flash is retained and can be moved to another switch of the same model Voicemail enabled switches are deployed in the same manner as other ShoreTel Switch 1 U Half Width switches and managed similarly to other switches and servers You use ShoreTel Director to configure switch voicemail and server settings Device status is also monitored through pages in ShoreTel Director Three ShoreTel voice switches operate as ShoreTel voicemail enabled switches that is a voice switch and a voicemail server a ShoreTel Voice Switch 90V a ShoreTel Voice Switch 9OBRIV a ShoreTel Voice Switch 50V Utilities This section describes the utilities available for voicemail enabled switches Accessing Utilities for Voicemail Enabled Switches Utilities for ShoreTel voicemail enabled switches are accessible through the maintenance port an SSH client or a Microsoft Windows pro
156. The functions listed in Table 27 can be executed from a terminal session String arguments must be passed in quotes Integer arguments may be passed in decimal form or in hex form by prefixing with Ox Table 27 IPDT Functions Argument Argument Function ham Type Purpose ipdt_dumpExtensions none none Lists all phones and extensions configured on switch along with CCOID and phone type where appropriate ipdt_dumpExtDisplay extension string shows current value of all display elements number announcement area soft keys custom key labels custom key icons leds message waiting indicator location and format of date and time location of borders ipdt_dumpCCODisplay CCOID integer same as above using CCOID as key Use ipdt_dumpExtensions to find CCOIDs of non extension devices such as anonymous phones ShoreTel 14 2 Maintenance Guide 166 a Other IP Endpoints Manual Phone Configuration Table 27 IPDT Functions Continued Argument Argument Function name Type Purpose ipdt_dumpExtCalls extension string lists all calls on the given extension Works for foreign number extensions too that is extensions whose call info is supplied by IPDS ipdt_dumpCCOCalls CCOID integer same as above using CCOID as key native extensions only ipdt_dumpExtCfg extension string lists configuration and extension status for extension number For foreign extensions l
157. The mail server cannot This event corresponds to a Server threads in use _ access resources logged NT event indicating serious problems that can prevent clients from retrieving voice mail Contact ShoreTel Technical Support and be prepared to provide the voice mail log files for further analysis 1016 Error The system failed to The Voice Mail server failed The probable cause is corrupted send voice message to add a message to a user mail box data lt file name gt mail box f f Verify that the mail box is functioning properly If not contact ShoreTel Technical Support and be prepared to provide the voice mail log files for further analysis 1018 Error The SMTP server used The SMTP server is not Verify that the SMTP server is by voice mail is not forwarding stored messages down or that its address is set up sending messages on to recipients incorrectly 1019 Error Voice message sent Io Message sent to a remote Contact ShoreTel Technical voice mail server lt file server returned Support and be prepared to name gt returned provide the voice mail log files for further analysis 1020 Error Failed to find entry in A Voice Mail server looks up The probable cause is incorrect database for voice mail its own address in the server information or incorrect IP server database address in the database The event indicates that the Edit the database record to server was unable to locate a include the correct data
158. Transmission Unit MTU Size for Connections The default Maximum Transmission Unit MTU setting for PPP Point to Point Protocol clients VPN Virtual Private Network clients PPP servers or VPN servers running Routing and Remote Access on ShoreTel systems is 1400 To change the MTU value you must edit the registry For further information contact ShoreTel Technical Support Telephony Management Service TMS A ShoreWare server can be configured with a registry entry that TMS pushes to the server s managed switches The registry entry typically configures invokes some custom behavior in the switch For example when an administrator modifies the SwitchDebug value in the registry to configure the switch TMS automatically reloads the value and pushes it to the managed switches Other registry changes such as CDRDataExpiration are automatically reloaded by TMS so that TMS immediately starts using the new value When a registry change needs to be system wide the administrator must manually change the registry on every distributed server On a large system manual updates can be slow repetitive and error prone TMS Registry Push An administrator configures a TMS registry entry on the HQ server and then TMS automatically propagates the registry entry to all distributed servers Each distributed server updates its local registry which causes TMS to automatically reload its registry settings Each distributed TMS then uses the new registry
159. Type select the Mini radio button Select the Visual notification check box This ensures that you are aware when a dump occurs Select the Create Crash Dump File check box oe eg N 2 Optionally in case the dump file might be overwritten it may be helpful to enable the following options by selecting the associated check boxes Dump Symbol Table Dump All Thread Contexts Append to Existing Log File 10 Click OK to store your changes To collect Dr Watson dumps Dumps for a logged in user appear under C Documents and Settings All Users Application Data Microsoft Dr Watson Dumps for services appear under ssystemroot PCHEALTH ERRORREP UserDumps Error Reporting 7 You can choose to have software errors reported to Microsoft to help improve future products JV But notify me when critical errors occur Enable error reporting IM Windows operating system E Programs Ehoose Programs Figure 13 Error Reporting Window ShoreTel 14 2 Maintenance Guide 51 Loi ShoreTel Server Dr Watson for Windows 2 xi ation Data Microsoft Dr Watson Log File Path Browse Crash Dump C Documents and Settings 4ll Browse Wave File j Number of Instructions feo Number of Errors To Save feo Crash Dump Type Full Mini NT4 compatible Full Options J Dump Symbol Table V Dump All Thread Contexts IV Append To Existing Log File IV Visual Notification J
160. X information captured when using EtherMonStart Writes to a cap file in inetpub ftproot directory of the ShoreTel server controlling the switch The cap file name is ST lt lst 3 bytes of MAC time date gt cap etherMonStart lt bytes gt Bytes is the number of bytes X Requires excessive of information you want to switch memory Use capture for example memShow to determine 10000000 Recommended memory available for values are between 1000000 command and 3000000 Captures ethernet packets for trace purposes etherMonStop Stops capturing ethernet packets eval_adm_var Displays information about switch s own bandwidth usage ShoreTel 14 2 Maintenance Guide 77 E ShoreTel Voice Switches Command Table 11 VxWorks CLI Commands Description Available on VxWorks Command Line Interface Voicemail Enabled Notes Switches eval_bwm_var Displays information about total and available bandwidth ext_bca_status Displays active BCA calls along with call stack usage information Run on switches hosting BCA extensions ext_cco_status Displays information the switch s extension CCOs ext_conf_status Displays MakeMe conference port status xt_debug_level1 Logs extension CCO configuration xt_debug_leve l Sets the extension debugging level Recommend using level 4 ext_pg_status Displays active pickup
161. a API 5447 CAS API 80 Session manager API Conferencing iOS TCP 80 443 Note Regardless of whether CMiPhone is using a reverse proxy the ingress ports for all traffic coming from CMiPhone on the HQ DVS server will be 80 5447 and 5449 Ifa reverse proxy is used the traffic from the proxy to the HQ DVS will use 80 5447 5449 and the traffic between CMiPhone and the reverse proxy will go over whatever reverse proxy port the reverse proxy deployment is configured to use Configuration Control TCP 5447 CAS TCP 5449 5469 web proxy Mgmt API Web TCP 5449 5469 web proxy WCM Options page Mgmt API TCP 80 HTTP Session Mgmt AD non AD login auth amp web content TCP 5447 CAS Mobile TCP 80 MOM Server Windows RPC Connection Negotiation TCP 135 MS RPC Port Mapper Call Control TCP UDP 5500 5600 MSRPC Remote TAPI Commands TCP 1024 65535 Remote TAPI Events CMiPhone TCP 5447 CAS TCP 80 iPhone non reverse proxy 443 Default 5449 Data API 5447 CAS API 80 Session manager API Conferencing iOS TCP 80 443 Note Regardless of whether CMiPhone is using a reverse proxy the ingress ports for all traffic coming from CMiPhone on the HQ DVS server will be 80 5447 and 5449 Ifa reverse proxy is used the traffic from the proxy to the HQ DVS will use 80 5447 5449 and the traffic between CMiPhone and the reverse proxy will go over whatever reverse
162. a Trunk 31 Chapter 2 ShoreTel SEENEN SNCRNETEN e NEE KENE ELE sae re ENN ER 32 EMELIE Peele cl wean canals nae 34 Headquarters Geer 34 Distributed Voice Servers DV 34 Configuration Communications 35 ShoreTel 14 2 Maintenance Guide 3 Table of Contents Chapter 3 Chapter 4 ShoreTel 14 2 ee 36 ele lee IEN 38 Call Control Communications 38 Media Communications lt lt s csie reui cnet eeeas 40 Integrated Server Applications 41 Server Maintenance nnana aana eaea 42 Diagnostic and Troubleshooting Information for Servers 0000 0c eee eens 43 Monitoring Servers through ShoreTel Director 43 Installer Logging e RER hike ew NEE ei we ag de we deans one Po nen eae es 43 Using the Event Log seeda reri 2 00 eee eee ee 44 Using the System Logs 44 Using the Trunk Test Tool 48 Using the Cig Kl gt ies SE ere er AE on ke ae alg le hae eee en a 48 Using Dr wWeteon Ne EIER ce eae eis eee eed ee dee dla ee edi ee 50 DEIVICES ad Pewee de SA Ae e ees een hee ed 52 ShoreTel Server File System 0 0000 cece cee 56 e E EE 59 Maximum Transmission Unit MTU Size for Connections 59 Telephony Management Service TMS 59 ShoreTel Release Numbering Scheme 60 ShoreTel Voice Gwttches 0 cece e eee eee 61 OVEIVIEW 2 SCENE emt ER ANE MELEN deena cute dee eed EE eda NEEN 62 ShoreTel Voice Firmware Upgrades 63 Using the Diagnostics amp Monitoring System to Upgrade Switch Firmware
163. a seks e EaR Ea EE aaia adaa 263 COSl Soina aa r a ES Eed 263 IP Phone Configuration Service PC 265 IP Phone Display Server PDS 266 ShoreTel 14 2 Maintenance Guide 220 ES Event Codes Overview Overview This appendix provides a comprehensive list of ShoreTel event codes Organized by error type and sorted by event ID numbers the tables in this appendix are a helpful resource for troubleshooting events reported by the ShoreTel system ShoreTel Director provides the following methods for viewing events a Clicking Maintenance gt HQ Event Log gt System or Application lets you see all events the system or application generates For more information see the Maintenance chapter in the System Administration Guide a Clicking Maintenance gt Diagnostics amp Monitoring gt Alerts lets you view the events associated with a particular alert For more information see the Monitoring and Diagnosing chapter in the System Administration Guide Event Types The tables in this appendix list event types according to the following categories associated with components in the ShoreTel system m Switch m TMS Voice Mail Port Manager Media Driver Event Watch System Management Interface Port mapper Trigger Server Distributed Routing Service DRS Kadota Utility Call Accounting Workgroup Server a cCSIS P Phone Configuration Service IPCS a P Phone Display Server IPDS also known
164. active call status of the switch Maintenance Guide 113 C Voicemail Enabled Switches Cfg Utility Commands Table 14 CLI Commands Continued Command Description Notes uaList Displays list of ShoreSIP extension trunk user agenis unset_mpm_debug char To disable set_mpm_debug command Not available on Voicemail enabled udpstatShow Displays UDP statistics Switch Cfg Utility Commands Table 15 describes the commands available through the cfg utility Variables are italicized For a general description of the cfg utility see Cfg Utility on page 96 Table 15 cfg Commands Command Parameters Description Comments call p p phone number Make a call from the voicemail application and play a prompt closem Close the open voicemail mailbox dmask 0x Ox mask hex Set voicemail debug Enter without mask hex parameter to display flag list exit Leave cfg laam t t 1 DID List Auto Attendant Displays mapping of menu map trunks to Auto 2 DNIS Attendant menus 3 Trunk lall f f 1 for more details List all mail boxes in Enter without 1 for a the system summary of system mail boxes and with 1 for more detail lamp m f m mail box Turns the message waiting light on off for f 1 on 2 off a specified mail box list pb b b 0 last name 1 Dump dial by names first name directory to the voicemail log
165. adcast SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands UDP 5453 Broadcasts Transport TCP 5432 CDS CMCA TCP 80 HTTP Web share KU TCP 443 HTTPS Web share Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP IP Phone Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Maintenance TCP 5555 Diagnostic phonectl Port Usage Part 1 Communicator Windows Configuration amp Call Control TCP 5447 CAS nej 5449 5469 web proxy Mgmt TCP 80 HTTP Online help TCP 80 HTTP Session manager Web TCP 5449 5469 web proxy WCM Options page Mgmt API TCP 80 HTTP Session Mgmt AD non AD login auth amp web content TCP 5447 CAS Mac TCP 5449 5469 web proxy WCM Options page Mgmt API TCP 80 HTTP Session Mgmt AD non AD login auth amp web content TCP 5447 CAS MCM Mobile TCP 80 MOM Server CMiPhone TCP 5447 CAS TCP 80 iPhone non reverse proxy 443 Default 5449 Data API 5447 CAS API 80 Session manager API Conferencing iOS TCP 80 443 Note Regardless of whether CMiPhone is using a reverse proxy the ingress ports for all traffic coming from CMiPhone on the HQ DVS server will be 80 5447 and 5449 If a reverse proxy is used the traffic from the proxy t
166. an IP phone is enabled it receives the IP address of the configuration switch from DHCP and the ShoreTel server Each system includes at least one configuration switch for this purpose If you have configured the IP phones to start without a DHCP server you must set the IP address of the configuration switch manually The switches communicating with the HQ server determine which switch manages calls for a particular IP phone You have the option of assigning two switches to this function in case one fails ShoreTel 14 2 Maintenance Guide 161 6 Other IP Endpoints IP Phone Communications Call Manager Switch The call manager module of the ShoreTel Voice Switches handles the Media Gateway Control Protocol MGCP information from the IP phones assigned to it After a call is connected to an endpoint media streams are independent of the call manager switch The ShoreTel Voice Switch communicates call information to other switches in the system using ShoreTel s enhanced SIP protocol Every site where IP phones are in use must have a ShoreTel Voice Switch configured to support the number of IP phones at the site To configure IP phone support on a ShoreTel Voice Switch you must reserve ports for IP phone support on the ShoreTel Voice Switch edit page in ShoreTel Director IP Phone Communications IP phone communications are routed through two protocols MGCP and RTP Real time Protocol MGCP ShoreTel IP phones with the except
167. ance gt Quick Look Maintenance Guide 63 ES ShoreTel Voice Switches Manually Upgrading the Switch s Firmware The Quick Look page is displayed 3 Click the Site where the switch is located The Maintenance Voice Switches and Service Appliances Summary page is displayed 4 In the row for the switch whose firmware you want to upgrade select Reboot in the Command drop down list Upon restart the switch is automatically upgraded You can monitor the progress of the upgrade on the Quick Look page Manually Upgrading the Switch s Firmware You can use the burnflash utility to uprade a switch manually From the server command line enter the burnflash command in this format C Program Files ShorelineCommunications ShorewareServer gt burnflash s lt switch IP Address gt ShoreTel Voice Switch Boot Options When a ShoreTel Voice Switch boots it requires an IP address to connect to the network and an application program ShoreTel Voice Switches are set to use a DHCP server for an IP address and to retrieve the application from the switch s flash memory If a DHCP request receives no response the switch tries a BootP request as a backup ShoreTel recommends using static IP parameters configured via the serial port as this is much more reliable If DHCP is to be used ShoreTel strongly recommends using DHCP reservations for each switch so that the DHCP lease is not lost If a DHCP server is not available you can set the IP
168. ase as well as into a text file on the ShoreTel server The call detail records are used to generate CDR reports For more information on Call Detail Reports see the ShoreTel System Administration Guide Call Control Communications The ShoreTel servers provides call control for server applications and for Distributed Routing Service DRS Telephony Application Programming Interface TAPI The ShoreTel server and its client applications use a Telephony Application Programming Interface TAPI to direct applications and provide the system with call control Figure 11 on page 39 The TMS application service acts as the TAPI service provider and is responsible for managing the system s TAPI lines and routing information to other applications When TMS starts up it creates a TAPI line device for each endpoint in the system Access to these TAPI lines is provided through ShoreTel Remote TAPI Service Provider RPCTSP tsp This is installed on each of the systems that run ShoreTel clients such as Communicator ShoreTel HQ and distributed servers Every application with access to these TAPI lines receives new calls call state information and line device information from TMS via RPCTSP tsp The Telephony Management Service TMS uses NCC to communicate with the ShoreTel Voice Switches and a combination of RPC and Windows sockets Winsock to communicate with a Remote TAPI Service Provider To view the properties of the Remote TAPI Service Pr
169. ation file is Parameterl Value Parameter2 Value where the parameter and value are separated by one or more spaces or tabs and each parameter is on a new line of the text file CR LF is the nominal new line indicator Comments may be embedded in a configuration file by starting the line for the comment with a The maximum permitted size of any configuration file is 5000 bytes ShoreTel 14 2 Maintenance Guide 170 6 Other IP Endpoints IP Phone Configuration Additional configuration files may be included in the file by using the parameter Include where its value is the name of the file and optionally a path to include All include parameters should be located in the original file downloaded from the FTP server Includes must be located at the end of the main configuration file The maximum number of included files is 5 The most commonly customized configuration parameters are audio levels described in Configuring Audio Levels All other customizable phone configuration parameters are described in Other Customizable Parameters on page 173 Configuring Audio Levels Four sets of audio levels can be custom configured for each phone handset headset ringer speaker Table 30 lists the default audio levels for all ShoreTel IP phones except the IP655 and the IP400 Series phones Default audio levels for the IP655 are provided in Table 31 on page 172 Information about audio parameters for the P400 Serie
170. backup that is going to be restored Restore Service Appliance from a backup created at the same time as the HQ database backup Manual Restore A manual restore is the only method for restoring the Service Appliance The system administrator accesses the Service Appliance through the serial port or via SSH and executes the restoreweb command from the Service Manager command line interface svccli Manually Restoring the Service Appliance 1 At the Linux prompt for admin access for root access issue the svccli command to start the services cli 2 At the prompt start the restore using the restoreweb command ShoreTel 14 2 Maintenance Guide 199 ShoreTel Service Appliances Disk Management The restore is complete when the restoreweb command returns you to the svcc1i prompt gt 3 Verify that the restore is complete by checking the cf shorelinedata Logs FtpSync lt date gt lt time gt Log file lt date gt is the current date lt time gt is the time when the log file was created Disk Management The system administrator must monitor the disk space usage on the Service Appliance to ensure that users can continue uploading presentation data for web meetings The system administrator can monitor disk usage via the system administrator s Conferencing User Interface Note L The system administrator cannot delete media uploaded to the Service Appliance without deleting the user Users must delete
171. bled switch Syntax killsvc lt service name gt orall Q or CTRL C Quit svccli The q command or pressing the Ctrl c keys terminates the SVCCLI and returns the user to the Linux CLI Syntax q or Ctrl c reboot idle Reboot if switch is idle The reboot command causes the voicemail enabled switch to reboot from NAND memory With the optional idle argument the reboot happens only if the switch is idle Syntax reboot idle Rebooting a voicemail enabled switch and restarting a voicemail enabled switch have different scopes On other ShoreTel voice switches rebooting and restarting are essentially the same Rebooting a voicemail enabled switch includes the Linux kernel and everything that a kernel reboot entails In contrast restarting a voicemail enabled switch affects only the application layer Maintenance Guide 105 Es Voicemail Enabled Switches SVCCLI Commands restart idle Restart services if switch is idle The restart command stops and then re starts services The idle option means that the operation waits until the process is idle For instance restarting the stts process when idle means waiting for stts not to be handling any calls stopping stts and then starting it again Also during the course of a restart or a reboot the switch upgrades if necessary Syntax restart idle restorevm Restore voice mail files The restorevmcommand causes the backed up voicemail Auto Attendant and logs
172. ccsccsessssseseceseeeeeeeeeesseeees 288 ShoreTel Voicemail Enabled Switches c ccccccccccccccscssessssseaeceseeeeeesesenseseees 288 ShoreTel 1 U Full Width Voice Gwtches 289 ShoreTel IPBX Voice Switches cece ceccesssececceeeeeccecsesseaeeaeceeeeeeceseeeseseeaaeas 289 Specifications SG 1 U Half Width Switches sesseesseessseeeseeerresrrrsssrnssrrnssrrnees 289 ShoreTel 90 Voice Switch c ccccessesseccecceceeecceseeeseseeeaececeeeeeeseesesessessaaeaeees 289 ShoreTel 90BRI Voice Switch cccccecceccsecceccecsesseeaecceeceeeeeseeseeeseesteaeeaeeees 291 ShoreTel 50 VOICE Swit ieee ccvesavcewseeteieecasvecns leceevsdavectievslaveduubutsbetewseesseeeeeneerss 293 ShoreTel 30 Voice SWItch cccccessessecceeceseeecceseecsesseuaesesceeeeeseeseseseessaasaeeess 295 ShoreTel 30BRI Voice Switch cccccccsececcceeccessesseeeaeceecceeeeesesseeeseesseaesaeeees 297 ShoreTel 220T1A Voice Switch cccccccccccecccecceccecsessseaecaecceceeeeeseesseerseseeaaees 301 Shore Tel 220E1 Voice Switch cccccseccccecccceeecceessesseeaeaeceeseeeeeseesesesseseeaees 303 ShoreTel Tik VOICE SWIHGW secsscssssveceseenscdeenevadsandewesieaveesntebssseecuceivendexeeeh iewdeacienss 304 ShoreTel E1k Voice Gwitch 305 Specifications SG Voice Switches 0 ccccceeeceeeeceeeeeeeeeeeeeeeeeeaeeseeeeeeenaeeeees 306 ShoreTel 90V Voice Gwitch ainaani anii iaa 306 ShoreTel 90BRIV Voice Gwitch 308 ShoreTel 50V
173. ce TA 38 Distributed Routing Service DPE 39 Media Communications esssseeesseeeeeeitesitresrt nst nsstn tuttu ntnnntnensttnnttnnnsrnnssnnnnent 40 NOCO EE 41 Distributed Voice Mailerin ai knn i n NESANA E E E 41 Helge leie 41 Account Code Collection Service ACC 41 SOMSWITCH EE 42 Server Maintenance 42 Maintenance Guide 32 La ShoreTel Server ShoreTel 14 2 Diagnostic and Troubleshooting Information for Servers susesi 43 Monitoring Servers through ShoreTel Director 43 Staller LOGGING E 43 Using the System Loge oeteueekegEdeddEEEENREEEEE enevenadiacnesesdsendadecesdvaraeuecdinaeates 44 Using the Trunk Test Tool ENNEN 48 Using the cig UE e 48 ee 52 ShoreTel Server File Gvstem 56 aE EE A EEE IN eege EEEN T ET A T A TT 59 Maximum Transmission Unit MTU Size for CGonnechons 59 Telephony Management Service TMS 59 ShoreTel Release Numbering Scheme sssessseessseesieerreesirnssrnsssrrnrsnrstnnnsrrnsrrnssrens 60 Maintenance Guide 33 La ShoreTel Server Overview Overview The ShoreTel voice over IP telephony solution is a suite of software modules applications and services running on a ShoreTel server Every ShoreTel system includes a main server called the Headquarters server In a single site system the Headquarters server may be the only ShoreTel server More complex systems may include Distributed Voice Servers DVS to add reliability for applications and switches on remo
174. ce Switch configuration switch configuration Host Name gt record is incorrect record and correct Expect lt MAC Address gt the MAC address Found lt MAC Adadress gt The switch is reporting an Ethernet address different from the one specified in the configuration database 214 Warning Switch lt ShoreTel Voice The firmware file Re install the Switch Host Name gt filessys dll does not ShoreTel server firmware file version match the TMS file software mismatch TMS Version version lt TMS Version gt File Ba lf the event Version lt File version gt The switch s persists contact Cannot upgrade switch firmware cannot be ShoreTel Technical firmware The firmware Upgraded Support file used to upgrade the switch firmware does not have the correct version ShoreTel 14 2 Maintenance Guide 240 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 221 Error Failed to load firmware A switch firmware This error appears image file lt FileSys dll gt upgrade may not when the Telephony Management be possible Shoreline Service was unable to Communications S load the switch firmware horeTel Server image file does not have the FileSys dll file and TMS can t find or access this file If this error appears frequently contact ShoreTel Technical Support 223 Warning Detected an unexpected TMS cor
175. ce Switches Command Table 11 VxWorks CLI Commands Description Available on Voicemail Enabled Switches VxWorks Command Line Interface Notes set_mpm_debug char Used to print information regarding commands event interface between host CPU and DSPs Uses string as the parameter Valid parameters include pots pstn dtmfd mn on mn on dtmfg cdis class cpm Example To print POTS related information enter set_mpm_debug pots sip_debug_level 1 Logs ShoreSIP to SIP translation sip_debug_level 4 Logs SIP messages also sipuaCallList Displays active SIP stack Run on switches hosting calls sipuaCallList 2 dumps SIP trunks extensions more call related information sipuaList Displays list of SIP trunk Run on switches hosting extension user agents SIP trunks extensions t2t_debug_level Logs trunk interval information like silence trunk name trunk state etc tcpstatShow Displays TCP statistics X trans_debug Logs ShoreSIP transactions traceroute lt IP For troubleshooting network X Remember to include Address gt by mapping route packets use to traverse an IP network double quotes around the target IP address For details see Running the Traceroute Command from the ShoreTel Voice Switch CLI on page 86 trunk_cco_status Displays information about switch s
176. ce of the Distributed Routing Service that maintains system wide routing information When site to site calls are initiated ShoreTel voice switches contact the Distributed Routing Service to find the ShoreTel voice switch or switches necessary to complete the call The switch connectivity matrix in ShoreTel Director is organized by site a All trunk calls are first resolved using DRS ShoreTel 14 2 Maintenance Guide 17 a ShoreTel Architecture Single System Management In a system with more than one ShoreTel server the ShoreTel voice switches may contact an alternate instance of the routing service if the primary instance is unreachable ShoreTel servers have a hierarchical relationship with the Headquarters server at the top of the hierarchy As you add DVSs to the system using ShoreTel 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 unreachable the switch contacts the instance of DRS at the parent server in the hierarchy as a fallback If both instances of DRS are unreachable the switch makes a best effort to route the call based on its internal routing tables built from communicating with peer ShoreTel voice switches at the same site Additionally if the call is an external call the call may be routed out a local trunk ev
177. cess is experiencing Technical Support for further assistance if the issues problem persists This alert clears when the switch is restarted Warning Switch is experiencing issues The switch has reported Restart the switch Collect all necessary logs and with echo cancellation that its echo suppression screen shots before contacting the ShoreTel software is experiencing Technical Support for further assistance if the issues problem persists This alert clears automatically when the switch reports that its echo suppression software has been corrected or when the switch is restarted ShoreTel 14 2 Maintenance Guide 279 ShoreTel 14 2 APPENDIX DCOM Permissions This chapter contains an overview of DCOM permissions in the following sections usa cde Bal dadh wauacedGbeth side eege ed dua E EE 281 Editing DCOM Permissions cc cccceececeeeeceeeeeeeeeeeeeseeeeeeeeaaeesecaeeesaeeseceeeseaeeees 281 My Computer Properti S viccicsvescccterssanectaavsanesettaetichasesieveeuentesetertibanennieesete 281 TriggerServer Properties cccccceceeeeceececeeeeeeeeececeeeeeeaaeesecaeeeseaaeeseaeeeeeaeeeteaes 282 Kadota Utilities properties eee ce eeeeeeeceeeeeeeneeeeeeeeeneeeeeeaeeeeeseesaneeeeeeseeneeeees 283 TMSManager2 properties cecececescceceeeeeeeeeeeceeeeeeeeaaeeeeeeeeeseaaeseeeeeeeeaeessenes 284 ZinManager Properties cccceceseeceeeeeeseeeeeeeeeseeeeeeeeseeeeeeeeeeseeaeeeeeeseneee
178. ch lt ShoreTel Voice Switch SoftSwitch service stopped If the SoftSwitch service Host Name gt Soft Switch does not restart within Stopping lt reason gt two minutes perform a manual restart and contact ShoreTel Technical Support 1331 Error Switch lt ShoreTel Voice Switch A software assertion failed If the problem persists Host Names gt Assertion failure contact ShoreTel lt failure gt Technical Support and be prepared to provide the log files for further analysis 1332 Information Switch lt ShoreTel Voice Switch Incoming call on trunk failed Check trunk Host Names Trunk lt trunk gt to route configuration received digits lt digits gt no match redirected to lt destination gt 1333 Information Switch lt ShoreTel Voice Switch Incoming call on trunk failed Check trunk Host Names Trunk lt trunk gt to route configuration received digits lt digits gt too many used lt number gt redirected to lt destination gt 1334 Information Switch lt ShoreTel Voice Switch Outgoing call failed due to Verify that trunks are in Host Names Trunks no available trunks use unavailable to route lt extension gt to lt dialed number gt 1338 Information Switch lt ShoreTel Voice Switch PSTN failover feature Verify network Host Name gt Using PSTN invoked connectivity between failover to reach extension sites lt extension gt from extension lt extension gt reason lt reason gt 1339 Error
179. ck IP cannot be must configure this address This may configured with server correctly in prevent other servers loopback IP ShoreTel Director from reaching this addresses and ensure that the server Configure with correct IP address proper IP address for is given this server 257 Error Telephony Management This server is The administrator Service TMS was unable to connect must ensure there unable to connect to or to the ShoreTel is network access the configuration database on the connectivity database on the Headquarters between this server computer Ensure that server and headquarters network connectivity server If the exists between this network connection computer and the is present and this configuration database condition persists and that the database contact ShoreTel services are operational Technical Support on the main server TMS on this system remains in standby and is not fully available while this condition is present Check the ShoreTel Director configuration of servers for correctness Error code lt Error code gt 258 Error The main ShoreTel The main The administrator server is configured in Headquarters must provide the the configuration server is configured correct IP address database with with a loopback of the Headquarters loopback IP address IP address server 127 0 0 1 Ensure that proper IP address is configured for the main ShoreTel server The TMS Telephony Management Service rema
180. configuration The heart of the ShoreTel system is the distributed call control software that runs on the ShoreTel voice switches which run the VxWorks real time operating system and on the ShoreTel voicemail enabled switches which run the Linux 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 Distributed Routing Service Distributed Routing Service DRS allows larger systems to scale beyond 60 switches to a total of 500 switches including softswitches DRS is optional but the following guidelines can help you determine when to enable it For deployments of 0 to 10 000 users you can have a maximum of 100 switches without enabling DRS For deployments of 10 000 to 20 000 users you can have a maximum of 60 switches without enabling DRS Inasingle system image with more than 50 voice switches installed at sites that span continents or are connected by an unreliable WAN enabling DRS is recommended regardless of the number of users When Distributed Routing Service is enabled ShoreTel voice switches exchange routing information only with other switches configured in the same site rather than exchanging information with every switch in the system Although each ShoreTel voice switch maintains routing information for only the switches within its site each ShoreTel server also includes an instan
181. cording media sessions STTS SoftSwitch The STTS process hosts local Conference Extensions CEs To create conference calls between users and CMCA join and end conference calls and provide call signaling during the conference session Media Module The media module provides media resources prompts and user audio mixing for audio conference sessions The CMCA uses the media module to setup media resources during conference calls Telephony Management Server TMS The TMS provides call control for conference sessions It also manages Participant Lists and provides the Call Detailed Record CDR interface for the CMCA Web Bridge The Web Bridge provides Internet conference viewing screen and data sharing and provides a server side interfaces for user conference and Service Appliance web conference administration Other Services The list of services running on the Service Appliance can be viewed using the svcc1i interface Service Appliance Processes and Protocols The following processes and protocols are used by the Service Appliance Table 49 Service Appliance Protocols Description TAPI Telephony API provides call control information between CMCA and TMS STCTSP is the client side of the TAPI connection STSTSP is the server side of the TAPI connection Media Control Messages between CMCA and Media to provide media resources to conference participants ShoreTel 14 2 Maintenance Guide 201 ShoreT
182. cuit Resources 24 channels maximum a One Ti circuit 24 channels per circuit 24 channels maximum m Make Me Conference Resource None Maximum IP Phone Resources 220 Q Digital Channel Reallocation 120 a Built in Resources 100 ShoreTel 220T1 Connectors 13 5mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface a 1 RJ 45 T1 telco port 1 RJ 45 T1 monitor port for connecting test equipment ShoreTel 14 2 Maintenance Guide 300 D Switch Port Pinouts ShoreTel 220T1A Voice Switch ShoreTel 220T1A Voice Switch Figure 24 ShoreTel 220T1A Front Plate Audio Input Port music on hold Status Network LAN 1 T1 Telco LED LEDs Connector T1 LEDs Port d Gi E ShoreTel ShoreGear 220T1A Dem e ww Pm Defaut 73 E oon uieinct LAN2 190 MAINT T1 MON Power Network RS 232C T1 LEDs Ru 21X LED LEDs Maintentance Telco Port Port Audio Output Port LAN 2 T1 Monitor night bell Connector Port Switch Capacity Analog Circuit Resources a Ports 1 2 Two Loop Start Trunks a Ports 9 12 Four Extensions or DID Trunks A single command configures all ports as either Extensions or DID trunks a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 Digital Circuit Resources 24 channels maximum a One Ti circuit 24 channels per circuit a Make Me Confe
183. curred communicating between the Port Manager and another server The error code was 1 Maintenance Guide 251 Kai Event Codes Voice Mail Port Manager Table 56 Event Codes Voice Mail Port Manager Continued ID SE Message Cause Action Level 421 Error Number of delivery attempts 2 to AMIS System ID 1 exceeded Verify that the number is correct 1001 Information Voice Mail Message Voice Mail Message Server No action Server starting Version service started lt version number gt 1002 Information Voice Mail Message Voice Mail message service No action if the service was Server stopping stopped intentionally stopped by a user This error usually results Otherwise check the event log from an intentional service for related errors and correct stoppage stoppage by a them dependant service or application failure If necessary restart the service 1003 Information Voice Mail disk usage A message was not Take necessary action to free up reached maximum completely recorded space on the hard disk capacity The hard drive on which shoreline data vms resides is full 1004 Information No available message The voice mail system Verify that the hard drive or drive stores in Voice Mail cannot locate message partition where shoreline storage directory shoreline data vms resides is operating data vms on the ShoreTel properly server Correct any disk problems and restart the serve
184. d Account Code Collection ACC Distributed Routing Service DRS Monitoring Service Internet Information Server IIS Pm Call Control NCC Enhanced SIP Protocol Gm RTP Voicemail Media Driver System Figure 12 ShoreTel Server Call Control and Media Communications ShoreTel 14 2 Maintenance Guide 40 La ShoreTel Server Integrated Server Applications Integrated Server Applications There are several integrated TAPI applications running on the server These applications use TAPI to send and receive call control information and can also manipulate calls These applications also use ZIN Manager and ODBC to access and update the configuration database Voice Mail Voice mail is a TAPI application that supports 254 simultaneous voice mail or Auto Attendant connections The voice mail system uses SMTP to transport composed messages between the distributed servers Media streams to voice mail use RTP packets to send media Voice messages are stored on the server s hard drive in the VMS MESSAGE subdirectory of the Shoreline Data directory Voice mail messages are stored as wav files To help you calculate storage requirements one hour of messages requires approximately 30 MB of disk space The voice mail application consists of the following services Port Manager and Mail Server The Port Manager uses TAPI to interact with TMS The ShoreTel system also supports
185. d IP Voice Architecture Distributed Applications Platform The ShoreTel system s ability to support applications on distributed servers across the enterprise while maintaining a single cohesive system depends on the ShoreTel Telephony Management Service TMS and the ShoreTel Distributed Telephony Application Service DTAS TMS runs on each ShoreTel server and observes all call activity for the softswitch and ShoreTel voice switches it manages DTAS which is bundled into TMS runs on each ShoreTel Server and DVS and directs requests to the appropriate TMS By installing a DVS at the same site as the users applications such as voicemail workgroups and Communicator can run locally regardless of the network availability to the Headquarters server In addition by adding ShoreTel servers to host applications services and APIs the system can scale as necessary For added local reliability a working copy of the Headquarters database can reside on each DVS in the system in the event contact with the Headquarters server is lost The ShoreTel TMS DTAS software supports Telephony Application Programming Interface TAPI for call control media playing and recording TAPI allows value added applications to be added to the ShoreTel system Even when multiple DVSs are installed the ShoreTel system is managed and behaves as a single image system with complete feature transparency between sites Distributed Call Control Distributed call contr
186. d in Table 7 on page 70 Note L For SG 50 90 220T 1 220T1A 220E1 and voicemail enabled switches change options using the setenv command and save using the saveenv command For example To change IP address setenv ipaddr 10 10 0 59 a To change subnet mask setenv netmask 255 255 0 0 a To save all changes saveenv ShoreTel Voice Switch Configuration Reset Each switch includes a hidden reset button on the front panel that restores the switch to factory default boot settings and requests a new configuration from TMS To enable the reset press the button for 5 seconds This button reboots the ShoreTel Voice Switch This completely clears all boot parameters and clears the switch s configuration ShoreTel Voice Switch Utilities Two utilities are available to help you diagnose and update ShoreTel Voice Switches m The ipbxctl utility allows you to perform diagnostics and Telnet to the switch ShoreTel 14 2 Maintenance Guide 72 E ShoreTel Voice Switches Ipbxctl Utility The burnflash utility updates the switch to the version of firmware compatible with the ShoreTel server software Both utilities are available in the ShoreTel Server folder C ProgramFiles ShorelineCommunications ShorewareServer Ipbxctl Utility Table 9 lists and describes the commands available using the ipbxct1 utility Table 9 ipbxctl Utility Commands Command Description telneton Enables Telnet connection on the switch lt Switch IP
187. database Management configuration The server was deleted Service is changes that permanently or reinitialized if caused server to be configuration changes configuration deleted and added were made to this server changes caused again check the that caused it to be this server to be Quicklook page in deleted and added deleted and added ShoreTel Director to again TMS Telephony again or the see if all the Management Service service remains In services are on this server is standby if this running correctly If reinitialized and remains server is deleted not contact in standby until the ShoreTel Technical server is added again Support 262 Error Configured IP address The IP address Check whether all for this ShoreTel server configured for this the services are changed in the ShoreTel server reinitialized configuration database changed in correctly after the TMS Telephony configuration IP address is Management Service needs to bind to new IP address and needs to be reinitialized with the new IP address database and ShoreTel Telephony Management service is reinitialized with the new IP address changed Check the Quicklook page in ShoreTel Director to see if all the services are running correctly If not contact ShoreTel Technical Support ShoreTel 14 2 Maintenance Guide 249 ES Event Codes Voice Mail Port Manager Voice Mail Port Manager Table 56 lists and describes ev
188. database record that matched its server name and or IP address 1101 Information Voice Mail Application Voice Mail Application No action starting Version service started lt version number gt 1102 Information Voice Mail Application Voice Mail Application No action if the service was stopping service stopped intentionally stopped by a user This error usually results Otherwise check the event log from an intentional service for event watch errors and correct stoppage stoppage by a them dependant service or application failure If necessary restart the service ShoreTel 14 2 Maintenance Guide 254 Kai Event Codes Voice Mail Port Manager Table 56 Event Codes Voice Mail Port Manager Continued ID SE Message Cause Action Level 1109 Information Unable to create The system was unable to A write failure is usually the result message lt message write to the mailbox dat file of corrupted data or a Windows number gt Error lt error on the disk where the NT error number gt message directory shoreline data vms resides Verify that the hard drive or drive partition where shoreline data vms resides is operating properly Correct any disk problems and restart the server 1110 jInformation Voice Mail disk usage The hard disk drive or disk Free up disk space on the drive reached maximum partition where the message where shoreline data vms capacity directory shoreline da
189. days of the week when CFG of abbreviations for the sleepInhibitStartTime days of the week Other and sleepInhibitStopTime valid values are none parameters are in effect and all Default Mon Tue Wed Thu Fri syscontrol displayBrightnessMax A number between 1 The maximum intensity of CFG and 100 which the phone backlight when indicates a percentage the phone is not in an idle or sleep state Default 100 system diagnosticServers A comma separated list Specifies where log and CFG of IP addresses or full capture files generated by URL paths the phones are uploaded through FTP No default The phone cycles through the list of specified servers until it finds a server it can connect to system enableSpeakerPhone On or off Specifies whether the CFG speakerphone is enabled If Default on off only the handset or a headset may be used system httpResources An IP address or full The IP address or full URL CFG ShoreTel 14 2 Doc Type 144 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Configuration Parameters Value Format and Parameter Default Description Source system overrideConfigServers A comma separated list The configuration server CFG of IP addresses or full with the highest precedence URL paths This configuration server Phone overrides the configuration server specified in DHCP option tag 156 system remoteSyslogge
190. de telephony features similar to other ShoreTel IP phone models Users who are familiar with other ShoreTel phone models should have an easy transition to using the ShoreTel 400 Series IP phones This chapter provides details about configuring and maintaining the 400 Series IP phones All ShoreTel IP phones are supported by ShoreTel voice switches which must have sufficient capacity for all the phones in the system IP endpoints are configured in the system with ShoreTel Director For more information on configuring ShoreTel 400 Series IP phones see the ShoreTel Planning and Installation Guide and the ShoreTel System Administration Guide IP Phone Failover When IP phone failover is enabled on the IP Phone Options page in ShoreTel Director if an IP phone cannot communicate with its switch the phone automatically connects to another switch at the same site that has available configured IP phone resources 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 in the system Date and Time ShoreTel 400 Series IP phones depend on a Network Time Protocol NTP server to authenticate a secure connection and to provide the date and time to be displayed on for the phone s screen The time displayed on the phone is the GMT value provided by
191. devices a Analog Port Reallocation 20 Q Digital Channel Reallocation 40 a Built in Resources 30 ShoreTel 90BRI Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface m 1 RJ 21X male connector for mass termination of the telephone trunk ports a 4 RJ 45 T1 telco port ShoreTel 90BRI RJ 21X Telephone and Trunk Connector Table 77 ShoreTel 90BRI RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Blue White 26 White Blue 2 Orange White 27 White Orange 3 Green White 28 White Green A Brown White 29 White Brown 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 7 Orange Red 32 Red Orange 8 8 Green Red 33 Red Green 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 7 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate SS 16 Blue Yellow 41 Yellow Blue 9 Extension 17 Orange Yellow 42 Yellow Orange l a8 GreenYellow 43 Yelow Green ShoreTel 14 2 Maintenance Guide 292 D Switch Port Pinouts ShoreTel 50 Voice Switch Table 77 ShoreTel 90BRI RJ 21X Telephone and Trunk Connector
192. dress gt Specify the parameters in any order separating multiple parameters with a comma Not all parameters are required When providing multiple values for one parameter use quotation marks around the comma separated values For example configServers 192 168 0 13 joe test com vlan 2 If DHCP option tag 156 is not used DHCP option tag 66 is used The following parameters are specified in the site specific options for option tag 66 m tftpServers m ftpServers Note L ShoreTel 400 Series IP phones use HTTP to download their configuration files from the servers specified in DHCP option tag 156 ShoreTel 14 2 Doc Type 134 EX Configuring and Maintaining 400 Series IP Phones Specifying Configuration Parameters through Custom Configuration Files Specifying Configuration Parameters through Custom Configuration Files Table 21 lists the configuration file names for the ShoreTel 400 Series IP phones These files are stored in the phone configuration directory created on the server when your ShoreTel system is installed The default directory for these configuration files is as follows lt Drive gt ftproot phoneconfig Table 21 400 Series IP Phone Model Configuration Files Custom Configuration File Model Specific Custom EE Name for All 400 Series IP Configuration File Name Phones for 400 Series IP Phones IP420 custom txt custom_420 txt IP480 custom txt custom_480 txt IP480g custom txt custom_480g txt IP
193. e s Configuration Settings You can clear a phone s configuration settings and return it to factory settings by entering a key sequence on the phone s key pad If you move phones from one ShoreTel system to another you need to clear each phone s configuration 1 ShoreTel 14 2 With the phone on hook press the MUTE key followed by 25327 CLEAR The phone displays the Clear Configuration screen Do one of the following a Onthe IP420 with Clear amp reboot highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Clear soft key The phone reboots and applies settings Doc Type 160 This chapter provides information about ShoreTel phone IP endpoints other than the 400 Series IP CHAPTER Other IP Endpoints phones which are described in Chapter 5 Configuring and Maintaining 400 Series IP Phones on page 121 This chapter contains the following information ShoreTel 14 2 OVEIVIGW E E T 160 NP RNONOS era EE 160 IP Phome Keep EE 160 IP Phone Failover cerceii a i 160 ele 160 Embedded IP Phone Display Driver 161 PES and NU 161 IP Phones and ShoreTel Voice Gwitches 161 leide 162 Eeer 162 IP Phone Firmware Upgrades ccccccsssccceeeeeseeceeeeeseeeeeeeeeenseeeeeeesneeeeeeeeenaaes 163 PIAQMOSUCS aise cieceetivevataeds cvsadecctvsvsdatecedeveastedsessahicedadesdnincee2cee lis saedesandteadeesnts ead 163 Viewing System IP PDhones nenn 163 On Screen Erro
194. e there are a limited number of G 729 proxies If there are insufficient G729 proxies then ADPCM is used instead IP Phone to IP Phone Media between IP phones or other IP endpoints such as SoftPhones passes directly point to point IP Phone to Analog Phone Analog phones depend on the ShoreTel voice switch to which they are connected Media from IP endpoints must pass though the ShoreTel voice switch supporting the analog phone Analog Phone to Analog Phone Media between analog phones passes though the switches supporting the analog phones Analog Phone to Voicemail Voicemail media from analog phones passes through the switch supporting the analog phone before going to voicemail via the server s media driver When the analog phone is located on the same LAN as the host server the ShoreTel voice switch connects to the server using a G711 ulaw codec If the analog phone is connected via a WAN and there are ShoreTel voice switch resources available the ShoreTel voice switch uses an intersite codec G729 or ADPCM If ShoreTel voice switch resources are not available the call reverts to the G711 ulaw codec ShoreTel 14 2 Maintenance Guide 25 a ShoreTel Architecture Media IP Phone to Voicemail Voicemail media from IP phones and endpoints goes directly to voicemail IP phones at remote sites without a server send voicemail media to a ShoreTel voice switch which then sends it to voicemail This is done in order to use G 729 st
195. e gt prompt enter bootChange The boot device parameter appears Modify parameters by typing values and pressing ENTER Do not backspace When you press ENTER the next boot parameter appears Table 7 lists and describes the parameters required for flash and FTP booting of ShoreTel Voice Switches Close the Telnet connection with the following ipbxct1 command C ProgramFiles ShorelineCommunications ShoreWareServer gt ipbxctl telnetoff lt Switch IP Address gt Maintenance Guide 69 E ShoreTel Voice Switches Using a Telnet Session to Set IP Address and Boot Parameters Table 7 Parameter Settings for Flash Boot and FTP Boot Flash Boot FTP Boot Parameter Description 24 T1 E1 SG 30 50 90 SG 90 50 24 220T1 220T1A 220t1 220E1 220E1 boot device A network flash 0 fei fei emacO interface ora flash location processor Always 0 0 0 0 0 number host name Always bootHost bootHost bootHost bootHost bootHost file name SG Path to flashO tsa tsa tsk VxWorks sys vxworks vxworks vxworks vxworks file for SG switches inet ethernet lt IP 10 10 0 59 fff000 10 10 0 59 ffffF000 10 10 0 102 ffff00 10 10 0 102 ffff00 address gt lt Sub 0 0 00 00 net Mask hex gt inet Not used backplane host inet IP address of 10 10 0 5 10 10 0 5 10 10 0 5 10 10 0 5 the main ShoreTel server gateway inet IP address of 10 10 0 254 10 10 0 254 10 10 0 254 10 10 0 254 router user
196. e Interface ccccccecceessesceeeeeceseeeeessseeeeeesessneeeeess 75 Connecting to a ShoreTel Voice Switch ccccecceeeeeceeceeeeeeeeeeeeeeeeeeeeeaeeeeeeeeseaeetee 87 Power over Ethernet Switches Pot 88 Maintenance Guide 61 E ShoreTel Voice Switches Overview Overview ShoreTel Voice Switches provide physical connectivity for the PSTN and analog phones and logical connectivity for IP endpoints on a reliable highly scalable platform for the ShoreTel call control software The call control software runs on the operating system of the switch for example Linux or VxWorks The ShoreTel Voice Switches have flash memory that allows permanent storage of the call control software and configuration information The voice switches have no moving parts that is no hard drive other than a highly reliable fan The switches include the necessary DSP technology to enable toll quality voice with features like echo cancellation voice compression and silence suppression TMS propagates configuration data from the database to each switch upon reboot of either TMS or the switch The data sent is a subset of configuration data specific to that switch TMS also maintains this data by propagating changes to the database to those switches affected by the change The TMS Switch configuration interface uses the same Network Call Control protocol that is used for other TMS Switch communication The TMS Switch configuration interface uses t
197. e command shown above To turn on all modules enter 255 which is 0x1 x2 0x4 0x8 0x10 0x20 0x40 0x80 SetServerlP The set ServerIP command Table 36 sets the server s IP address and points to the location where messages are to be logged Table 36 setServerlP Command Syntax Example Parameters Prompt phonectl Prompt phonectl newServerIP is the address of the setServerIP newServerIP setServerIP 192 168 0 3 computer running the syslog server destIP 192 168 0 170 application dest IP is the IP address of the destination IP phone to which the command is sent ShoreTel 14 2 Maintenance Guide 189 6 Other IP Endpoints Retrieving Information about the IP Phone SetOutputDev The setOutputDev command Table 37 sets the output device to which the syslog messages are sent The device may be either a serial port or the syslog server Table 37 setOutputDev Commands Example Parameters Prompt phonectl Prompt phonectl devID is set to zero if the device is a serial port or setOutputDev devID setOutputDev 0 one for the syslog server destIP 192 168 0 170 dest IP is the IP address of the destination IP phone to which the command is sent Retrieving Information about the IP Phone Dump2pc The dump2pc command Table 38 is used to retrieve the syslog messages from the ShoreTel IP phone s buffer The results are printed to the command line Table 38 d
198. e gain on the speaker by 24dB but when you stop speaking the gain is turned up and you can hear the last little bit echoed in your ear For example inserting the following line in s2custom txt or s6custom txt and rebooting the phone increases the headset volume settings 11 dB at the highest setting which may be required in noisy environments Headset levels 6144 183 258 409 649 1028 1630 2899 6491 10288 14333 917 13 13 Inserting the following line reduces the headset side tone by 6 dB which some CS50 users prefer Headset levels 6144 183 258 365 516 728 1029 1631 2303 3254 4596 643 13 13 Minimum gain values are 0 and maximum are 32536 Setting values very high may saturate the speaker and create poor sound quality You can change gains on an individual phone by changing the configuration files and then rebooting the phone Eventually all phones on the system obtain these values when they reboot Displaying Gain Levels The prt leveltabs command can be used from telnet to display the RxGain receive gain levels for a device Other Customizable Parameters A ShoreTel 14 2 In addition to changing the audio parameters the custom configuration text files allow you to customize other parameters such as phone brightness or day of week abbreviations used in time displays WARNING The tables in the following section contain detailed information that can be used to modify the behavior and functionality of your ShoreTel sy
199. e groups It kills the targeted group s process Syntax stopgroup lt group name gt orall stopmgr Stop services manager The stopmgr command completely stops the operation of the services manager Syntax stopmgr stopsve Stop service The stopsvc command completely stops one or all services It kills the targeted service s process Syntax stopsvc lt service name gt orall Maintenance Guide 106 Es Voicemail Enabled Switches CLI Commands CLI Commands Table 14 describes the CLI commands For a general description of the CLI see CLI on page 95 Table 14 CLI Commands Command Description Notes adm_debug_level Logs admission control and bandwidth 2 logs more manager signal flow onto serial port diagnostics adm_diag_level Logs admission control and bandwidth 2 logs more manager signal flow into IPBX log diagnostics arpShow and arptabShow Displays the address resolution protocol ARP table Not available on Voicemail enabled Switch autoReboot 0 bigNvRamSetup bootChange Turns the switch watchdog off to prevent rebooting after a catastrophic failure Erases switch s configuration in NvVRam Use config_nv_format Changes the boot ROM parameters Use this command only when directed by ShoreTel Technical Support Use with caution Not available on Voice Mail Switch cid_debug_level Logs caller ID related information for extensions cliStart
200. e navigation key pad On the IP480 IP480g and IP485g press the Exit soft key or press the selector button on the navigation key pad Using Ping to Check the Status of an IP Address 1 ShoreTel 14 2 With the phone on hook press the MUTE key followed by 3424 DIAG The Diagnostics menu opens Use the navigation key pad to scroll to the Ping submenu With the Ping submenu highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the navigation key pad The Ping screen is displayed Tip To proceed directly to the Ping screen press the MUTE key followed by 7464 PING Use the numbers or letters on the key pad to enter an IP address On an IP480 IP480g or IP485g you also have the option of entering a DNS name Tip Press the key to insert a period in an IP address or DNS name On the IP420 press the speakerphone button to backspace To proceed with the value you have entered press Do one of the following On the IP420 press On the IP480 IP480g and IP485g press the Start soft key or press the selector button on the navigation key pad The phone pings the IP address or DNS server five times and then reports the ping statistics Doc Type 148 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone To return to
201. e on page 75 7 End the SoftSwitch Telnet session by typing x 8 Press ENTER 9 Remove the Telnet Enabled DWORD from the registry editor by right clicking on it and selecting Delete To start a Telnet session to the SoftSwitch from a different computer you must specify the IP address of the ShoreTel server and modify the Telnet port to 2323 All switch commands are available in the SoftSwitch with the exception of the following Any VxWorks specific commands msps Router Auto Delete Properties for ICMP Redirects When WAN links fail ICMP redirect messages are received by the ShoreTel Voice Switches from routers on the network These ICMP redirect messages notify hosts on the network such as ShoreTel Voice Switches that an alternate route is available and the switch updates its routing table accordingly The default behavior for ShoreTel Voice Switches is to automatically delete any ICMP redirect messages three minutes after time of receipt You can shorten or lengthen this period of time in one minute increments or you can disable the automatic deletion of ICMP redirect messages altogether Modifying the Time Period for the Automatic Deletion of ICMP Redirect Messages 1 Create the following DWORD entry in HKEY_LOCAL_MACHINE SOFTWARE Shoreline Teleworks TelephonyManagementServer Settings ShoreTel 14 2 Maintenance Guide 68 E ShoreTel Voice Switches Using a Telnet Session to Set IP Address and Boot Parameters
202. e permissions of the C Inetpub ftproot directory and give the users group write access 4 At the command prompt run the following VxWorks commands See Table 11 on page 76 for more information about the specific commands etherMonStart 1000000 L Note Do not exceed 6 zeroes etherMonStatus etherMonBroadcast etherMonBroadcast 1 enables capturing broadcast packets etherMonBroadcast 0 enables capturing broadcast packets default ShoreTel 14 2 Maintenance Guide 84 E ShoreTel Voice Switches VxWorks Command Line Interface etherMonDump etherMonStop The data generated by running these commands is stored in the _ cap file in the following directory C Inetoub ftproot When you are finished capturing data the file can be processed using an Ethernet packet analyzer such as Ethereal or Wireshark Recording Audio from a Physical ShoreTel Voice Switch Port You can capture audio output from a ShoreTel Voice Switch physical port for example trunk port using VxWorks commands Audio output is saved on the HQ or DVM server that controls the switch To capture audio output 1 3 From the Start menu navigate to the Control Panel gt Administrative Tools and locate the IIS Manager Right click on the IIS Manager and select Properties Then enable the ability to write to the FTP server by selecting the Write checkbox and clicking OK This enables the ability to write to the following directory C Inetp
203. e set should display the text Password and Speaker OK for at least 1 second The string assigned to SetupPassword by the MGC server or the default must be provided to access the SETUP command All other commands are accessible without a password While the Password prompt is displayed during the boot sequence the user may enter the muteINFO mute4636 sequence to enter the local INFO command When the INFO command is exited the phone again displays the Password prompt and continues boot operations The SetupPassword is sent by the MGC in hashed MD5 format The telephone compares the MD5 hash of the password the user entered with this value to determine if the correct password is entered ShoreTel 14 2 Maintenance Guide 184 6 Other IP Endpoints Local Keypad Procedures On the IP phones Line 1 and Line 2 refer to the top and bottom lines of the display On newer models that support the programmable buttons feature adapt the display of these positions to suit the capabilities of the LCD in use The IP110 and 115 models are slightly different from the other models in that they have one line for displaying information Thus the Line 1 information is scrolled across the LCD display and is followed by the more detailed Line 2 information See Table 34 for clarification The IP212k model includes a narrow LCD display Thus the Line 1 and Line 2 information cannot fit
204. e the switch s IP assigned to the switch is no address to the address longer available for that assigned to it by the device DHCP server The DHCP server assigns You can use the Find the switch a new IP address Switches page if the switch is on the same LAN as the ShoreTel server 158 Warning Switch lt ShoreTel Voice Switch The DHCP lease for the In ShoreTel Director Host Name gt DHCP lease switch expired and the display the Switches expired for IP address lt IP switch is currently obtaining page and open the Address gt a new IP address switch s record While the switch is obtaining Change the switch s IP another IP address it is Address to the address unable to communicate with assigned it by the DHCP the ShoreTel server server You can use the Find Switches page if the switch is on the same LAN as the ShoreTel server ShoreTel 14 2 Maintenance Guide 228 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action ShoreTel 14 2 159 Error Switch lt ShoreTel Voice Switch The IP address currently In ShoreTel Director Host Name gt DHCP IP address stored in the switch s flash display the Switches mismatch lt IP Address gt memory is not the same as page and open the Existing address lt IP Address gt the address that DHCP is switch s record Offered address lt IP Address gt tr
205. e waiting for login to complete After login Communicator updates the configuration information while it runs on the user s PC However if CSIS is unavailable for login the next time the user starts Communicator or if the login fails Communicator uses the cached data until CSIS comes back online and login is successful A login problem can prevent Communicator from launching only if the application is not run after installing or upgrading to the latest ShoreTel software release Login Problems If a Communicator application fails to log in Test the CSIS server to verify that it is running Check the login parameters Open Windows Task Manager to confirm that no ShoreTel applications are running Troubleshooting Login Issues 1 Test the CSIS server a Verify that the CSIS server is running by copying the following URL into your browser s address field Change SERVERNAME to the name of the CSIS server http SERVERNAME CSIS CSISISAPI d11 request 00000000 0000 0000 0000 000000000000 CCSISSvrCONN ping b The browser window should display a result similar to this 10 0x00000000 4 5440 Pay particular attention to the digits that appear after Ox If x is followed by a string of zeroes the CSIS server is running If any digits other than zero appear after x you need to troubleshoot the ShoreTel server 2 Check the login parameters a Open the Windows Control Panel and
206. eTel 14 2 Maintenance Guide 93 Es Voicemail Enabled Switches Switch Utilities Switch Utilities A set of command line interface CLI commands supports operations such as backing up and restoring voicemail stopping or starting services and groups and formatting CF cards UBOOT UBOOT is the boot loader for voicemail enabled switches The UBOOT environment is accessed from a terminal emulator through the serial port when the switch is booted Before starting the boot UBOOT lists the processor characteristics and displays results of the Power On Self Test POST The switch then waits a specified period before starting the autoboot You can modify the duration of this period through an svccli command the default period is three seconds To stop the autoboot during this delay press any key The command printenv displays all booting shell variable settings The following is a typical response to executing printenv bootdelay 3 serial 50VJ0724081DFA ethaddr 00 10 49 08 ld fa ipaddr 10 1 4 0 netmask 255 255 0 0 gatewayip 10 1 0 1 serverip 10 1 1 255 user anonymous pass tsk boot file tskl ulImage autoload FTP bootcmd dhcp bootm flags 0x40 These settings are edited through the setenv command The setenv command has the format setenv lt variable gt lt value gt The saveenv command saves environment variable settings to the non volatile memory on the switch Execute saveenv after the variables are set to the required values B
207. eceived SetLogLevel The setLogLevel command Table 35 on page 189 sets the logging severity level A log level remains in effect until a new set LogLevel command is issued ShoreTel 14 2 Maintenance Guide 188 a Other IP Endpoints Configuring Syslog Functionality for the ShoreTel IP Phones Table 35 setLogLevel Command Syntax Example Parameters Prompt phonectl Prompt phonectl modulelID is the ID number of the specific IP phone set LogLevel setLogLevel 3 7 software modules the logging level is being set for It is a moduleID level 192 168 0 170 32 bit integer Values must be 0 655335 Each bit in the destIP integer enables or disables a specific module Any module bit that is not set is not logged Hexadecimal values for ShoreTel phone software modules include 0x1 Call Processing MGCC 0x2 Config File Processing MCFGP 0x4 User Storage MUSTG 0x8 Network Configuration MNETC 0x10 User Interface MELUI 0x20 Display Driver MDIS 0x40 Provisioning MPROV 0x80 Task Maintenance MAINT The number used in the parameter is the decimal equivalent of the sum of the hex values for all modules that are to be logged For example to turn on only the user interface module enter 16 in the modulelD parameter which is the decimal value of 0x10 To turn on call processing and config file process enter 3 in the modulelD parameter which is 0x1 0x2 in decimal This is the value shown in the exampl
208. ecifying Configuration Parameters on a Phone Table 20 Phone Information for ShoreTel 400 Series IP Phones Continued Admin Options Menu Item Internet protocol Option Name Use DHCP Description If On DHCP is used to collect the IP address layer information If Off you must manually enter the IP address layer information If On DHCP provides values for the following fields If Off specify static values for these fields a Pv4 address Subnet mask a Gateway DNS SNTP Simple Network Time Protocol server It is optional but recommended that DHCP option tag 156 be used to specify the designated configuration server for ShoreTel 400 Series IP phones For more information about this DHCP option tag see Specifying Configuration Parameters through DHCP Site Specific Options on page 134 DHCP lease If Active indicates a DHCP lease has been received by the phone Cache DHCP If On the last received DHCP lease is cached and used if a DHCP lease is not received on the next renew If Off and static values are not provided the phone will fail to get an IP address if the DHCP server does not respond IPv4 address The IP address of the phone If Use DHCP is On this field displays the value from the DHCP server Subnet mask If Use DHCP is Off specify the static subnet mask for the phone If Use DHCP is On this field displays the value from the DHCP server Gateway If Use DHCP is O
209. ecord No action lt starting or stopping gt service start stop events ShoreTel 14 2 Maintenance Guide 262 ES Event Codes Workgroup Server Table 65 lists and describes event codes for workgroup server Table 65 Event Codes Workgroup Server Workgroup Server ID Severity level Message Cause Action 1600 Information WorkgroupServer Workgroup server No action Started started 1604 Information WorkgroupServer The workgroup No action if server Stopping server is stopping was stopped intentionally Otherwise review the WG log and SC log to identify reason for stoppage Table 66 lists and describes event codes for CSIS Table 66 Event Codes CSIS ID Severity Level Message Cause Action 1898 Information CSIS Web Services No action starting 1899 Error CSIS Web Services CSIS Web services Contact ShoreTel failed to start lt error failed to start Technical Support code gt and be prepared to The embedded provide the CSIS error code is a log for review Microsoft error code 2400 Information CSIS Web Services CSIS Web services No action stopping are stopping Occurs when web services are stopped ShoreTel 14 2 Maintenance Guide 263 Table 66 Event Codes CSIS Continued CSIS ID Severity Level Message Cause Action 2401 Error CSIS Web Services CSIS Web services Contact ShoreTel contained an err
210. ecr_debug Displays real time behavior of Personalized Call Handling rule Shows triggering of rule during inbound call fax_debug_level Display fax related events and processes including tone detection fax determination and fax redirect Values can be 0 or 1 Default is 0 fax_verbose flsh_getVersion Used to display fax silence detection jitter buffer freezing and echo canceller disabling related events Displays switch s firmware and bootrom versions Values can be 0 or 1 Default is 0 Not available on Voicemail enabled Switch flsh_printBootLine Prints the boot parameters of the switch Not available on Voicemail enabled Switch flsh_setBootSourceFlash Sets the switch to boot from flash memory Restart to enable changes Not available on Voicemail enabled Switch flsh_setBootSourceFTP Sets the switch to boot from FTP Restart to enable changes Not available on Voicemail enabled Switch g729_verbose Displays more information for G729 calls Enable this for G729 calls with mscmd_verbose hostShow Displays the known hosts Not available on Voicemail enabled Switch hunt_load_debug Logs basic huntgroup call flow For debugging heavy call load issues icmpstatShow Displays ICMP statistics Not available on Voicemail enabled Switch ShoreTel 14 2 Maintenance Guide 109 C Voicemail Enabled Swi
211. ect all necessary logs and screen shots enough network bandwidth for e e the site before contacting the ShoreTel Technical Support for further assistance if the problem persists Warning Switch is experiencing low The switch has reported that it Increase the amount of intersite bandwidth bandwidth does not have sufficient or decrease the amount of call traffic bandwidth to initiate an intersite between the two sites that are experiencing call the issue This alert clears automatically when the bandwidth utilization percentage for the target site increases or decreases A decrease in the percentage of bandwidth utilization represents a decrease in call traffic or an increase in configured intersite bandwidth An increase in the percentage of bandwidth utilization indicates that an intersite call was successfully established since the alert was generated ShoreTel 14 2 Maintenance Guide 273 B Alerts Connection Alerts Connection Alerts Table 71 lists and describes the alerts related to connections Messages are listed alphabetically within each severity level Table 71 Connection Alerts veri E neat Description Cause Action and Clearing Status Critical Switch has lost The switch s managing server Ensure that the switch is running and is connection to the network cannot communicate with the connected to the network If you manually switch restarted the switch you can ignore this alert as i
212. ed information for extensions cliStart Opens the ShoreTel X Switch reboot required command line interpreter from a Telnet session from serial ports only for returning switch to VxWorks interface config_status Outputs the configuration records for the switch DEBUG_LEVEL Sets the ShoreSIP debugging flags Recommend using level Oxe00 diagdCommands dial_num_dump ShoreTel 14 2 Outputs full switch diagnostic information Displays information about switch s off system extension configuration Maintenance Guide 76 E ShoreTel Voice Switches Command VxWorks Command Line Interface Table 11 VxWorks CLI Commands PNWEVIE Le mela Description Voicemail Enabled Notes Switches dn_plan_status Displays information about the switch s dial plan dnp_debug_level Displays detail information Recommend using level digit by digit about dial plan 1 access dtmf_debug Displays RFC2833 for G729 related events Settings are variable so contact ShoreTel TAC at 800 742 2348 for assistance DumpsSB Displays maximum PMCSW outputs dumpUsedBw Displays information about actual bandwidth used on individual calls legs etherMonBroadcast Set command value to 1 to X Default value 0 does not include broadcast network capture broadcast packets in packet capturing network packets etherMonDump Writes the ethernet trace
213. ed Routing Service DRS 000 ccc tees 261 le Tee Uy EE 262 Call ACCOUNING 204 4004 d SEELEN Hee ERENNERT wee ee eae 262 Workgroup Server 263 OSIS er ated a ovate wade bie ba Ooi EE 263 IP Phone Configuration Service PCS 265 IP Phone Display Server IPDS 000 cece eet tte eee 266 Chapter B MIGHS A Ee REENEN eer eke ee ide dee esas eee a ae 271 Overview of Alerts NEEN eg bee ee dN Yee pe ee eae ee 272 Bandwidth Alerts sec ee dice ee STE EE ne we ee E EI EE eaves Mae ewe a EAR 273 Connection Alerte 274 Server Alerte cui e Kee a ee Eee eee Ae We AE A we Bieta gone 274 SWiteh Aleris deen E A da bat paved Leek AAR dob aged aan toed OME Bacher E 275 Trunk Group TEE nee ene Dewi 277 Voice Quality Alerts 278 Chapter C DCOM RE 280 OVENISW careia ee be eae were BEE 281 Editing DCOM Permissions 281 My Computer Properties 281 ShoreTel 14 2 Maintenance Guide 7 Table of Contents Chapter D Appendix E ShoreTel 14 2 TriggerServer Properties 282 Kadota Utilities properties 283 TMSManager2 properties 284 ZinManager Properties 284 Switch Port Pinouts oe sce EN NN EE ENEE RN hee ewe ee een 286 Switch Model Numbers 288 Switch Models NN EE eed ware ge baa WA oe oA eae a ea aN 288 ShoreTel 1 U Half Width Voice Switches 288 ShoreTel Voicemail Enabled Switches 288 ShoreTel 1 U Full Width Voice Switches 0 0 0 000 eee 289 ShoreTel IPBX Voice Switches 0 0
214. ed booting up If you are using DHCP be aware that the order of precedence for certain parameters varies Setting the Config server parameter on the phone through the Admin options gt Services menu overrides the configServers parameter specified through DHCP Setting the SNTP server parameter on the phone through the Admin options gt Internet protocol menu does not override the SNTP value provided by a DHCP server because when the phone is rebooted the DHCP value overwrites the value entered on the phone However if you set this parameter on the phone unplug the phone from the network that uses DHCP and then plug it into a network that does not supply the SNTP server value through DHCP the parameter value entered on the phone is retained Entering SETUP at Bootup 1 2 Ea ShoreTel 14 2 Connect the Ethernet cable to the data jack on the back of the IP phone As the phone is booting when prompted press any key to enter setup At the Admin Password prompt enter the default password 1234 or the password provided by your system administrator Note This password is configured through ShoreTel Director on the Administration gt IP Phones gt Options page The parameter name is IP Phone Password If the phone uses factory defaults the phone has never been connected to a server and you have not modified the IP Phone Password use the default password 1234 Doc Type 128 15 Configuring and Maintaining 400 Series
215. edia Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Call Control TMS RPC TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP UDP 5500 5600 MSRPC SoftSwitch UDP 5440 Location Service UDP 5441 Call Control UDP 5442 DRS UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Database TCP 4306 MYSQLCC TCP 4308 MYSQL config TCP 4309 MYSQL CDR Transport TCP 5432 CDS IM TCP 80 any HTTP TCP 5449 5469 web proxy session manager TCP 5470 SAMS TCP 5479 D2 Framework Configuration Control TCP 21 FTP CTL Boot files TCP 20 FTP DATA Boot files Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP UDP 123 NTP UDP 67 DHCP Server UDP 162 SNMP TRAP TCP 25 SMTP TCP UDP 53 DNS Media Stream UDP 1024 65535 RTP for SIP endpoints Traceroute UDP same as RTP 330 Maintenance Guide ShoreTel 14 2 Port Usage Part 2 Originating Device Table 90 Port Usage Part 2 Continued Destination Device Distributed Voice Server Headquarters Server Port Usage LE Communicator Windows RPC Connection Negotiation TCP 135 MS RPC Port Mapper Call Control TCP UDP 5500 5600 MSRPC Remote TAPI Commands TCP 1024 65535 Remote TAPI Events CMiPhone TCP 5447 CAS TCP 80 iPhone non reverse proxy 443 Default 5449 Dat
216. edisplay on the extension If the phone display and IPDT display ipdt_dumpExtDisplay are desynchronized run ipdt_reset_ExtDisplay to synchronize them ipdt_restrictTraceExts Set ipdt_debug_filter to 1 Then use ipdt_restrictTraceExts to turn on logging on a particular extension ifShow Displays the current configured network parameters laa_debug_level Logs backup auto attendant signal flow lspConList Displays switch connectivity to other switches lsp_debug_level Displays Location Service Recommend using level Protocol messages that are 4 exchanged between switches lsp_ping Tests the LSP UDP example communication to the far end switch Parameters include IP gt Isp_ping address and test iterations 192 168 1 1 100 Sends 100 packets to the switch at 192 168 1 1 nominally 1 second If command lists only the IP address 1000 packets 10 seconds are sent lspTelList Displays local and remote contacts lspTelList 1 Displays detailed information about local contacts ShoreTel 14 2 Maintenance Guide 80 E ShoreTel Voice Switches Command VxWorks Command Line Interface Table 11 VxWorks CLI Commands PNWEVIE Le mela Description Voicemail Enabled Notes Switches lspTelList 2 Displays detailed information about remote contacts mae_debug_level Logs BCA call flow informat
217. eeeenaes 284 Maintenance Guide 280 DCOM Permissions Overview Overview ShoreTel systems have one HQ server and multiple remote servers Applications running on remote servers access data service components residing on the HQ server through DCOM DCOM permissions are configured by the Installer when the servers are installed and by the SP1Repair command line utility The following service logon accounts are available in Windows Local System account This account includes full system access including the directory service on domain controllers Services logged onto the Local System account on domain controllers can access the entire domain Some services log onto the Local System account by default Do not change default service settings Local Service account This account is similar to authenticated user accounts Services logged onto the Local Service account have the same access rights as members of the Users group and access network resources as null sessions with no credentials Network Service account This account is similar to authenticated user accounts Services logged onto this account have the same access rights as members of the Users group and access network resources through the credentials of the computer account Editing DCOM Permissions DCOM permissions are modified on the HQ system through user interface actions listed in the following sections My Computer Properties 1 ShoreTel 14 2 Open the My Computer
218. eep when the touch screen is touched for user feedback CFG Version Up to 16 ASCII Characters This parameter specifies the version identifier of the configuration file It is then reported via the Mgc gi signal request CFG ons ShoreTel 14 2 Maintenance Guide 183 6 Other IP Endpoints Local Keypad Procedures Table 33 Phone Configuration Parameters Continued Parameter Value Type Value Source Default VlanId Up to 9 VLAN ID to be used on tagged SSON 0 ASCII packets from the phone CFG Characters MAN Example 1234 WallpaperPixmap Up to 32 Name of the bmp format file CFG wallpaperpixmap bmp ASCII that contains the wallpaper Characters pixmap Format is windows omp 16 color WallPaper2Pixmap Up to 32 Name of the omp format file CFG wallpaper2pixmap bmp ASCII that contains the user pixmap Characters WaveRinger1 Up to 64 Used to assign one wave file to CFG e ASCII any of the ring signals The first Characters value is the signal and the second value is the location of the file on the FTP server Example L rg WaveRinger2 Up to 64 Used to assign one wave file to CFG o ASCII any of the ring signals The first Characters value is the signal and the second value is the location of the file on the FTP server Example L rg 192 168 0 20 audio dave wav Local Keypad Procedures If DHCP is turned off and manual settings are being used th
219. el Service Appliances Log Files Table 49 Service Appliance Protocols Call Control Messages between Media and STTS to provide media resources to conference participants CDS Call Data Service provides CDR records to the HQ database NCC Network Call Control provides call setup teardown between TMS and network switches SIP Session Initiation Protocol setup and teardown phone calls between switches It is also used for 3rd party SIP phones MCGP Media Gateway Control Protocol setup and teardown phone calls between ShoreTel IP phones and ShoreTel voice switches Log Files Table 50 lists and describes the key log files in the Service Appliance Table 50 Service Appliance Log Files WC2Access and WC2Error logs Access and error log files for web bridge apache_access and apache_error Apache access and error logs when accessing the web bridge logs STMEDIA log New media log file for audio mixing Media are the audio prompts played to audio bridge users STTS log SoftSwitch Logs CMCA log Access and error log files for the Service Appliance CMCA process STCTSP and STSTSP logs TAPI client and server logs for communication between CMCA and TMS TmsCDS TmsMain and TmsNCC Telephony Management Server logs logs Service Appliance Utilities UBOOT page 203 Stcli page 203 m CLI page 204 m Regedit page 204 ShoreTel 14 2 Maintenance Guide 202 ShoreTel S
220. el system Bandwidth Connections Servers Switches Trunk Groups Voice Quality The tables in this appendix provide a structured view of alerts displayed in the Diagnostics amp Monitoring web application Each alert includes a severity level ID number description text possible causes suggested courses of action if any and whether the alert clears automatically or must be cleared manually For information about monitoring alerts using the Diagnostics amp Monitoring system in ShoreTel Director see the System Administration Guide Each alert is assigned a level of severity Table 69 describes the three severity levels Table 69 Severity Levels of Alerts Severity Level Explanation Information Indicates normal operation or a transition between normal operating states Typically no action is required Warning Reports an exception to normal operations that might need to be monitored Critical Reports a failure or an impending failure for example when a service or hardware component is disabled that requires immediate response and resolution ShoreTel 14 2 Maintenance Guide 272 B Alerts Bandwidth Alerts Bandwidth Alerts Table 70 describes the alerts related to bandwidth Messages are listed alphabetically within each severity level Table 70 Bandwidth Alerts T ity Description Cause Action and Clearing Status Critical Bandwidth utilization critical A site has re
221. elected trunk The Help menu displays the version number of the Trunk Test tool Using the cfg Utility The cfg utility is a command line tool that provides detailed information about the voicemail application The cfg exe file resides in the following path C Program Files shoreline communications Shoreware server To start cfg 1 Open a command line window pointing to the shoreline communications Shoreware server directory 2 Type cfg and press ENTER When you see the prompt Local gt cfg is ready ShoreTel 14 2 Maintenance Guide 48 Loi ShoreTel Server Using the cfg Utility All commands are entered at the above prompt Results are displayed in the command line window or in the voicemail logs AN WARNING commands before you use them Some cfg utility commands may damage the system if used incorrectly Make sure you understand the Table 2 lists and describes the commands available through the cfg utility Variables are shown in italics Table 2 cfg Commands Command Parameters Description Comments call p p phone number Make a call from the voicemail application and play a prompt closem Close the open voicemail box dmask 0x Ox mask hex Set voicemail debug mask in hex To see a list of available flags enter without a parameter exit Leave cfg laam t t List Auto Attendant menu mapping Displays mapping of trunks to Auto Attendant menus a 1 DID a 2 DN
222. eletes the alert according to the parameters set for purging and reclaiming space used for alerts in the shorewaremonitoring database The default is three days Collect all necessary logs and screen shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Switch Alerts Table 73 describes the alerts related to switches Messages are listed alphabetically within each severity level Table 73 Switch Alerts Severity Level Description Cause Action and Clearing Status Warning Invalid switch configurations The switch has been Review the events associated to the alert and detected configured with a modify the configuration of the switch as characteristic that does not appropriate match what the switch is After correcting the configuration issue you must reporting clear this alert manually Otherwise the system deletes the alert according to the parameters set for purging and reclaiming space used for alerts in the shorewaremonitoring database The default is three days Warning Possible switch firmware The switch has failed in an Collect all necessary logs and screen shots before corruption attempt to upgrade its contacting the ShoreTel Technical Support for firmware and has resorted to further assistance if the problem persists an alternate booting method After resolving the switch issue so that the switch boots normally you must clear this alert manually
223. en though it may not be the lowest cost If the call is an internal intersite call it is redirected to the Backup Auto Attendant Single System Management The ShoreTel system provides a browser based network management tool called ShoreTel Director that provides a single management interface for all voice services and applications across all locations Although there are multiple servers and switches to support the services and applications the ShoreTel system provides a single image system across your entire network Integrated management enables a change to propagate dynamically across the system each time a modification is made on the ShoreTel system When you add a new user to the system that user automatically receives a dialing plan voicemail an extension a mail box an Auto Attendant profile and an email reminder to download the desktop software In addition you can add the user toa Workgroup if needed You can add new users and place them in Workgroups from a single management screen If a ShoreTel Service Appliance is used to implement ShoreTel Conferencing and Instant Messaging Services then these services are also fully integrated into the ShoreTel single image management system The exceptions to this approach are ShoreTel Converged Conference Solution and the ShoreTel Enterprise Contact Center Solution which are managed separately through their own management systems The ShoreTel system provides automated software dist
224. ent codes for voice mail Table 56 Event Codes Voice Mail Port Manager ID EA Message Cause Action Level 401 Information Voice Mail Port Manager Voice Mail Port Manager No action starting Version service started lt version number gt 402 Information Voice Mail Port Manager Voice Mail Port Manager No action if the service was stopping service stopped intentionally stopped by a user This error usually results Otherwise check the event log from an intentional service for related errors and correct stoppage stoppage by a them dependant service or application failure If necessary restart the service 410 Information Recording stopped The A message was not Free up space on the drive disk got full during completely recorded recording The hard drive on which shoreline data vms resides is full 411 Information Recording stopped The The person leaving a voice No action caller went silent during message was silent for more recording than 30 seconds triggering automatic termination of the recording The recipient is still able to retrieve the partial message The message is still sent so no action is required 412 Information Recording stopped No The recording of a message Check the event log and correct response from the halted when the connection any errors related to the dropped switch to the switch dropped connection 414 Error The outbound AMIS Verify that the phone n
225. ents the destination port with each probe This port number is then used as a sequence number for matching packet responses to the probes Incrementing the destination port number may complicate troubleshooting when packets are being filtered or lost at certain ports This parameter specifies the ICMP protocol UDP is the default protocol used for traceroute ShoreTel 14 2 Maintenance Guide 86 E ShoreTel Voice Switches Connecting to a ShoreTel Voice Switch Table 12 Traceroute Parameters Parameter Description S This parameter specifies that probes are sent with a SIP message on the SIP destination port Set this parameter to determine if SIP is flowing from the switch through the network This parameter uses fixed ports m lt max_ttl gt max_ttl specifies the maximum time to live TTL value for traceroute packets The default maximum TTL value is 30 bytes Valid max_ttl values range from 1 to 255 f lt first_ttl gt Drei H specifies the TTL value of initial traceroute packets The default initial TTL value is 1 Valid settings of first_ttl range from 1 to 255 and must be less than max_ttl lt length gt length specifies the size of traceroute packet The default packet size is 40 bytes but valid user entered length settings range from 100 to 1992 p lt port gt port specifies the port for the destination probe Valid port settings range from 1 to 65535 q lt nqueries gt nq
226. erial Appearance Behaviour e Translation Saved Sessions Load save or delete a stored session Selection Colours f Default EE gs toad _ Connection Data Proxy Telnet Rlogin SSH Serial Close window on exit OAlways Never Only on clean exit Figure 15 PuTTY Configuration Page 2 Onthe PuTTY Configuration page do the following a Inthe Host Name or IP address field enter the IP address of the switch b In the Port field enter 22 c Click Open The command prompt window opens 3 At the command prompt enter admin and then press Enter The STCLI command prompt opens Accessing Utilities from an MS Windows Server Headquarters and distributed services contain executable files that access voicemail enabled switches On a normally installed server the executable files for the utilities are located in the following directory C Program Files Shoreline Communications ShoreTel Server Commands that you can perform from a server through Microsoft Windows include m svccli See SVCCLI on page 96 m burnflash See Burnflash on page 99 ipbxct1 See Ipbxcil on page 96 To run these utilities through MS Windows 1 Open a command prompt by pressing the Start button and selecting Program gt Accessories gt Command Prompt 2 Enter the name of the utility on the command line using the IP address of the voicemail enabled switch as the switch parameter then press the Enter key Shor
227. ervers configuration parameter log files are uploaded to that location For details see Table 23 on page 138 If your installation does not have a diagnosticServers path configured by default the log files are uploaded to the following directory on the Headquarters server lt Drive gt inetpub ftproot or the default FTP location on the server However unless this directory allows anonymous write access which is not recommended uploading the log files to this directory will fail Uploaded log files are named as follows lt Phone MAC address gt _YYYYMMDD_HHMMSS tgz Where ShoreTel 14 2 YYYYMMDD is the date four digit year two digit month and two digit day when the tgz file was created on the phone HHMMSS is the time two digit hour two digit minute and two digit second when the tgz file was created on the phone With the phone on hook press the MUTE key followed by 3424 DIAG The Diagnostics menu opens Use the navigation key pad to scroll to the Log upload submenu With Log upload highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the navigation key pad The Log upload screen is displayed To start the log upload do one of the following a On the IP420 with Start highlighted press the selector button on the navigation key pad On the IP480 IP480g
228. ervice Appliances Accessing Utilities from SSH Accessing Utilities from SSH ShoreTel provides access to several voicemail utilities through a Linux BASH command line Voicemail enabled switches define two accounts Admin and Root Admin The Admin account provides access to selected ShoreTel and Linux utilities including all voicemail enabled switch command line interfaces Note L ShoreTel recommends that user log into the Admin account when accessing Linux utilities Unlike the voicemail enabled switches logging into the Admin account does not open the stcli interface Logging into the Root account immediately opens a Linux BASH shell The administrator must issue the stcli command to use the stcli Root The root account provides access to all ShoreTel and Linux utilities Restrict access to this account to help prevent potential switch problems Logging into the Root account immediately opens a Linux BASH shell Access to the Linux BASH command line through an SSH client Appliance Utilities The Service Appliance uses the same switch architecture as the voicemail enabled switches The switch utilities are nearly identical to the voicemail enabled switches As such only general descriptions are provided in the following sections See Chapter 4 Voicemail Enabled Switches on page 90 for detailed descriptions and processes Relevant differences between the voicemail enabled switches and the Service Appliance are described i
229. es Not available on Voicemail enabled Switch sb_debug_level Switch board debug variable that prints debug information for the commands sent from Call control Values range from 1 5 set_mpm_debug char Used to print information regarding commands event interface between host CPU and DSPs Uses a string asa parameter e g pots pstn dtmfd dtmfg cdis class cpm are valid parameters Example To print POTS related information use set_mpm_debug pots sip_debug_level 1 Logs ShoreSIP to SIP translation sip_debug_level 2 Logs SIP messages also agents sipuaCallList Displays active SIP stack calls sipuaCallList For switches 2 dumps more call related information hosting SIP trunks extensions sipuaList Displays list of SIP trunk extension user For switches hosting SIP trunks extensions t2t_debug_level Logs trunk interval information like silence trunk name trunk state etc tcpstatShow Displays TCP statistics Not available on Voicemail enabled Switch trans_debug Logs ShoreSIP transactions trunk_cco_status Displays information about switch s trunk CCOs trunk_debug_level Sets the trunk debugging flag Recommend using level 4 uaCallList Displays information about active calls and legs ua_call_status ShoreTel 14 2 Shows a snapshot of the
230. esired port contact ShoreTel Technical Support 132 Information Switch lt ShoreTel Voice Switch The specified extension Inform user about dial Host Name Call restriction dialed a restricted number out restrictions violation call placed from lt extension number gt to lt dialed number gt 138 Error Switch lt ShoreTel Voice Switch Memory block corruption Reboot the switch Host Name gt Memory detected corruption detected bad block If the event persists lt parameter pinpointing failing replace the switch block gt in partition lt parameter pinpointing failing partition gt 140 Error Switch lt ShoreTel Voice Switch The flash memory in the Replace the switch Host Name gt Cannot re ShoreTel Voice Switch is initialize NvRam Cannot bad Continue ShoreTel 14 2 Maintenance Guide 226 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action ShoreTel 14 2 143 Warning Switch lt ShoreTel Voice Switch The specified port did not Use ShoreTel Director to Host Name gt Echo train grade receive proper echo reset the port F port lt port number gt cancellation properties If the error was reported The trunk or phone on a phone port lift the connected to the port may phone s receiver to view exhibit poor sound quality or the event log You may echo need to cover the mouthpiece to prevent ambien
231. et Address IP Address conflict Expect lt MAC Address gt lt IP Address gt Found lt MAC Address gt lt IP Address gt Detected telephony switch with IP address or Ethernet address in conflict with the configuration database Cause TMS detected a switch with a MAC address and or an IP address that conflicts with the address es configured for the device in ShoreTel Director The conflicting address or addresses result froma misconfigured DHCP server or an incorrect switch record Action If address information was entered incorrectly for the switch use ShoreTel Director to edit the record to include the correct address es The switch reboots automatically when you save the record If the DHCP server assigned an incorrect IP address to the switch correct the DHCP record and reboot the switch force reassignment of a new IP address ShoreTel 14 2 Maintenance Guide 238 211 Severity Levels Warning Telephony Management Service TMS Table 55 Event codes TMS Continued UE Tez Switch lt ShoreTel Voice Switch Host Name gt booted via FTP Possible switch firmware corruption If a failure occurs during firmware upgrade a switch must boot via FTP instead of from its firmware Cause The switch is no longer able to boot from flash memory and is now booting via FTP The cause of the error is a failed firmware upgrade bad firmware o
232. eters through DHCP Site Specific Options Specifying Configuration Parameters through DHCP Site Specific Options By default DHCP option tag 156 is used The following parameters are specified in the site specific options for option tag 156 m configServers Specify a comma separated list of IP addresses or DNS names for the configuration server If a server is not available the phone cycles through the list of servers until it finds a working server m ftpServers Specify a comma separated list of IP addresses or DNS names for the configuration server If a server is not available the phone cycles through the list of servers until it finds a working server Note L The f tpServers parameter is provided for compatibility with sites running ShoreTel MGCP phones ShoreTel 400 Series IP phones use HTTP to download configuration files from servers specified in the ftpServers parameter For new installations the configServers parameter is recommended over the ftpServers parameter m vlan While DHCP Option 156 can be used to enable VLAN tagging and set the VLAN ID it is not recommended because VLAN hopping after the DHCP address is acquired forces the phone to re start the network stack on the new VLAN a second time LLDP MED is the preferred method to enable VLAN tagging The complete Option 156 syntax including VLAN tagging is vilan lt number gt layer2tagging lt 0 1 gt configservers lt IP address gt ftpservers lt IP ad
233. etings for that mailbox as well as configuration and pointer files lt drive gt Shoreline Data VMS lt drive gt Shoreline Data VMS MESSAGE lt local drive gt Shoreline Data VMS NetTempIn lt drive gt Shoreline Data VMS Servers lt drive gt Shoreline Data VMS SHORETEL Inetpub ftproot This is the default FTP directory installed by IIS lt drive gt Inetpub ftproot ts Contains the boot files and system software for Shoretel supported languages tsa Contains the boot files and system software for all full width ShoreTel Voice Switch 40 8 60 12 120 24 T1 and E1 switches tsk Contains the boot files and system software for all half width ShoreTel Voice Switch 30 30BRI 50 90 9OBRI T1k E1k 220T1 220E1 and 220T1A switches ShoreTel 14 2 Maintenance Guide 58 Lei ShoreTel Server Registry Table 4 ShoreTel Server File System Continued Directory Description Default Path tsk1 Contains the boot files and system software for all voice mailbox model switches 50V 90V 9OBRIV tsu Contains the boot files and system software for the Service Appliance 100 SA 100 and Service Appliance 400 SA 400 Registry The ShoreTel software uses the Windows registry to store various parameters used by the ShoreTel system These registry keys reside at the following path HKEY_LOCAL_MACHINE SOFTWARE ShorelineTeleworks Maximum
234. etwork To resolve the problem to this switch problems between restart any switch having The error appears T a configuration mismatch when there are as shown on the rr correct any network problems errors Director QuickLook between the page ShoreTel server If the event and the switch oris persists check for generated as a events that indicate result of corrupted corrupted flash flash memory memory and follow the instructions for correcting the problem 233 Warning TMS disconnected from TMS is reporting The disconnect is switch lt ShoreTel Voice that it cannot typically caused by Switch Host Name gt communicate with a network related lt ShoreTel Voice Switch the switch problem such as IP Address gt This may outage or degraded be as a result of a performance network outage administrative action or Correct the network unexpected switch problem behavior The event also appears when the switch is taken offline for maintenance 234 Information TMS connected to switch TMS detected a No action lt ShoreTel Voice Switch switch and opened Host Names lt ShoreTel communications Voice Switch IP with the device Address gt ShoreTel 14 2 Maintenance Guide 242 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 235 Information lt Connection type user New TAPI No ac
235. f DHCP is used but no site specific option is returned the FTP server returned by option 66 is used If the FTP server cannot be reached or if a configuration file cannot be located the phone uses the last successfully loaded configuration parameters After a phone is finished reading configuration files the current parameters are saved into flash memory IP Phone Configuration When an IP phone boots it contacts the configured FTP server and reads an initial configuration file from FTP root This file corresponds to its coded model name Each of these initial configuration files references a custom configuration file that can be manually edited by a system administrator As phone software is upgraded the contents of configuration files are overwritten at the time of update by Kadotautil but custom configuration files are preserved across upgrades Configuration parameters are prioritized by the phone in the order that they are processed Custom configuration files are the last file read Any parameters in a custom configuration file override previous configuration parameters This also includes local parameters as they are processed first before any configuration files are read Parameters and values are case sensitive A parameter and its value are separated by one or more spaces or tabs Each parameter must begin on a new line of the text file ShoreTel 14 2 Maintenance Guide 169 6 Other IP Endpoints IP Phone Configuration
236. f action If the interface shows that the switch has a Linux operating system a Type the user ID and password as required The default values are admin and root respectively Root is available only through a serial connection b At the command line enter STCLI The STCLI interface opens Do nothing if the interface shows that UBOOT is being used a user ID and password are not required For more information about these utilities see Stcli on page 94 or UBOOT on page 94 Accessing Utilities from SSH ShoreTel provides access to several utilities for voicemail enabled switches through a Linux BASH command line which you can access through an SSH client Free SSH clients such as PuTTY are available through the Internet To access the Linux utilities including all command line interfaces for voicemail enabled switches use the admin account Logging into the admin account opens the STCLI interface 1 Open an SSH client access panel If you use PuTTY the PuTTY Configuration page appears as shown in Figure 15 ShoreTel 14 2 Maintenance Guide 92 d Voicemail Enabled Switches Accessing Utilities for Voicemail Enabled Switches X PuTTY Configuration Category Session Basic options for your PuTTY session Logging Specify the destination you want to connect to Terminal Keyboard Host Name or IP address S Port Bell 10 23 100 91 22 Features Connection type Window OBa Olene ORlogin SSH O S
237. ff specify up to three static IP gateways If you do not want to specify a gateway set the value of the Subnet mask field to 0 0 0 0 to confirm that no address needs a gateway If Use DHCP is On this field displays the value from the DHCP server DNS The default list of static DNS servers DHCP can override these servers If Use DHCP is on this field displays the current value SNTP server The IP address for the SNTP server which is required for phone operation The SNTP server should be synchronized with the time used by the ShoreTel Headquarters server DHCP option tag 42 should be used to pass the time server IP address If Use DHCP is On this field displays the value from the DHCP server DSCP audio The Differentiated Services Code Point DSCP value to be used for audio packets For details on DSCP see RFC 2475 The default value is 46 DSCP SIP The Differentiated Services Code Point DSCP value to be used for signaling SIP packets For details on DSCP see RFC 2475 The default value is 26 ShoreTel 14 2 Doc Type 132 5 Configuring and Maintaining 400 Series IP Phones Specifying Configuration Parameters on a Phone Table 20 Phone Information for ShoreTel 400 Series IP Phones Continued Admin Options Menu Item Option Name Description Services Config server This is the IP address of the Headquarters server It can be entered manually here or obtained from DHCP If e
238. ff hook by lifting the handset and pushing the speaker button A user using hands free mode with speaker or headset goes on hook without a dial tone ShoreTel 14 2 Maintenance Guide 193 CHAPTER ShoreTel Service Appliances This chapter contains information about ShoreTel Service Appliances It contains the following information Meter ebeteshevetieceteeich sis a aa aiaa a a dai 196 Using the Service Appliance ceccccecceeeeeeeeeeceeeeeeeeeeeeeaeeeceneeesaaeseseneeesaeeeenaeees 196 Service Appliance Maintenance sseeseeeessessieeerinssrrnssrnnsrnnrrtnrsennnernnssrnessnns 196 Service Appliance Backup 196 Manual BaCkUp ET 197 Accessing Utilities from GH 203 Restoring the Service Appliance Backup 199 Manual ROStOle accscc teccetcccetedpete ls StechdenGeest se datdes aiaa a a 199 ME e E EE 200 Log Fil s and PrOCOSSOS icc ccissnececetevanweyepevnaueed tena dadvecuyslisadentersddeecunndidedeanssaaaveceiis 200 Service Appliance Logging Process 201 Service Appliance Processes and Protocols cc cccccessesseeeeesseeeeeeesseeeaeess 201 LOG NEE 202 Service Appliance Utilities ce eecceeeceeeeeeneeeceeeeeeeeeeeseeeeeeeeaaeseeeeeeeeaeeseeeeeeenaeeseaes 202 Accessing Utilities from GH 203 Diagnostics And Repa ccccsccceeeeesccceeeeeeeeceeeeeeneeceeeeesseecaeeesnsneeeeeeensneaeeeneneneaes 204 Restore Factory Detauhb ee ceceeecceceeeesecceeeeeeeeceeeeeenseceeeeeenseeeeeeesseeeeeeneesaes 20
239. g Perform the following procedure on the server that is going to run the ShoreTel software before the ShoreTel software is installed on the system 1 Click on the Start bar and select Run ShoreTel 14 2 Maintenance Guide 43 2 ShoreTel Server Using the Event Log 2 2 Type regedit to access the Registry Editor window 3 Navigate to the following path HKEY_ LOCAL MACHINE SOFTWARE Policies Microsoft Windows Installer 4 Right click in the blank pane at the right of the window and select New gt String Value Name the file Logging o g Right click on the file and select Modify 7 Inthe Value data field type voicewarmup 8 Click OK There are no obvious signs that installer logging is enabled However after you have enabled the feature and performed a software installation you can check the temp directory for log text files at the following location C DocumentsandSettings username LocalSettings Temp Notes m After installer logging is enabled you might see installation logs in the temp directory for other non ShoreTel software installations a To view the log files you might have to change the setting for the file view features in Windows Explorer so that hidden files directories and file extensions are visible Using the Event Log The ShoreTel system uses the Windows Event Log to report information and errors Use the event logs in conjunction with Quick Look to determi
240. g on the following executable lt ShoreTel install directory gt slogWin exe lt ShoreTel install directory gt is the location of the ShoreTel server files The default installation location of ShoreTel server files is as follows C Program Files Shoreline Communications Shoreware Server The Server Log Utility displays the Banner panel Press the Next button to proceed On the Date Selection panel specify the dates to collect log files The program collects files only for a contiguous date set The default selection is today s date Press the Next button to proceed On the Log Selection Method panel specify the log file selection method and the destination directory To select all log files for inclusion in the archive select the Default radio button Press the Next button while Default is selected to begin archiving all available log files To manually select the desired log files for inclusion in the archive select the Custom radio button Press the Next button while Custom is selected to open the Log Selection panel This panel prompts you to select the log files for inclusion in the archive To select the Destination Directory press the Browse button The destination directory is listed above the Browse button The program opens a Browse for Folder panel for selecting the destination directory On the Log Selection panel specify the log files that the program archives The utility does not display this panel
241. g values 0x20 Disable login security 0x2000 Disable ShoreTel shell 0x10000 10 MB full duplex fixed 0x20000 10 MB half duplex fixed 0x30000 100 MB full duplex fixed 0x40000 100 MB halfduplex fixed 0x0 Auto negotiate network speed and duplex mode 0x40 Use DHCP to receive boot parameters 0x1040 Use bootp to receive boot parameters Multiple functions are specified by adding the hex values of the individual functions For example the command 0x42040 instructs the switch to use DHCP to receive boot parameters 0x40 disable the ShoreTel Shell 0x2000 and set the speed and duplex mode to 10 Mb half duplex 0x40000 Burnflash Commands Table 17 describes the burnflash commands Table 17 Burnflash Commands Command Description burnflash s lt Switch IP Address gt Updates all bootrom areas ipbxctl Utility Commands Table 18 describes the ipbxct1 commands Table 18 ipbxctl Utility Commands Command Description reboot lt Switch IP Address gt Reboots the switch without using ShoreTel Director flash lt Switch IP Address gt Sets switch to boot from flash memory allows you to boot without logging in ShoreTel 14 2 Maintenance Guide 117 ke Voicemail Enabled Switches regedit Commands Table 18 ipbxctl Utility Commands Command Description ftp lt Switch IP Address gt Sets switch to boot from FTP allows you to do this without logging in diag lt Switch IP
242. ge Part Tamssiieneniienn ian a iaaa aaan AA ege 322 Port Usage Pan 2an i eaea aE aa AAR EEA E AEAEE EES 328 ShoreTel 14 2 Maintenance Guide 321 E Port Usage Port Usage Tables Port Usage Tables The following sections provide port usage information for the ShoreTel System For easier printing and viewing the information is divided into two parts Port Usage Part 1 Table 89 contains the first part of the port usage information for the ShoreTel system Table 89 Port Usage Part 1 Destination Device Originating Device V Switch senile IP Phone Communicator Appliance Switch Call Control Call Control Call Control Call Control UDP 5440 UDP 5440 UDP 5440 UDP 2427 MGCP Location Service Location Service Location Service UDP 5441 Call UDP 5441 Call UDP 5441 Call Media Stream Control Control Control UDP 10000 UDP 5443 UDP 5443 UDP 5443 10550 RTP Bandwidth Bandwidth Bandwidth configurable Manager Manager Manager UDP 5445 UDP 5445 UDP 5445 Admission Control Admission Control Admission Control Traceroute UDP same as Media Stream Media Stream Media Stream iaa UDP 10000 UDP 10000 UDP 10000 10550 RTP 10550 RTP 10550 RTP configurable configurable configurable Traceroute Traceroute Traceroute UDP same as UDP same as UDP same as RTP RTP RTP V Switch Call Control Call Control Call Control Call Control UDP 5440 UDP 5440 UDP 5440 UDP 2427 MGCP Location Service L
243. gin listed in the event that is only intended for the registry that message engineering use lt option was only intended name gt for use by ShoreTel engineers 2815 Warning The IP Phone display IPDS was unable to Also see 2816 and service is unable to access the 2817 connect to the ShoreTel database upon database It retries in 30 startup It tries seconds lt error code again in 30 that was encountered gt seconds No action needs to be taken at this time 2816 Error The IP Phone display This only happens If recovery is not service is unable to 30 seconds after a possible see error connect to the ShoreTel 2815 error in the 2817 contact database It continues to event that the retry ShoreTel Technical retry once every minute for 2815 failed Support lt error code that was encountered gt At this point the most common cause is that the most recent installation or upgrade on the server where the even t is generated did not properly register the ShoreTel database access libraries ShoreTel 14 2 Maintenance Guide 269 IP Phone Display Server IPDS Table 68 P Phone Display Server IPDS Continued ID Severity Level Message Cause Action 2817 Information The IP Phone display A database retry No action service s connection to after 2815 1816 the ShoreTel database errors was recovered from the successful and the previous error situation was recovered from
244. gin or Startup Problems cccceesceeeecteeeeeeeeeeeteeeeneeees 208 Troubleshooting Telephony ISSUES cceeeeeeeceeeeeeeeeeeeeeeeeeeeeeeeeteneeeeeeeteeeaaees 210 Troubleshooting CAS IPDS Leeues 211 Troubleshooting caller ID Problems AAA 214 Troubleshooting Configuration Problems sseesseeeseeeeeeesrresssrrsrrrreresrrresnns 215 Troubleshooting MAPI Contact Import Problems Using SHAdrTst exe 216 Using thes History File civ cscstectecssnadeaceutantces aR AEA N 216 Using Log Hat Sie Set p ET EE 218 V Compatibility EE 218 Existing Communicator Iesues 219 ShoreTel 14 2 Maintenance Guide 206 EN ShoreTel Client Applications Overview Overview This chapter provides technical background information about the ShoreTel Communicator application suite The Communicator Suite The Communicator Suite includes the following items Different functional versions of the Communicator client application a Personal a Professional a Workgroup Agent a Workgroup Supervisor a Operator Call Monitor software including the Agent and Queue monitors Viewer applications for Directory History and Voice Mail Configure ShoreTel system a control panel applet for configuring ShoreTel clients Theory of Operations All Communicator applications are hosted within a single process named ShoreTel exe TAPI objects manage all telephony related data and tasks for Communicator Voice mail and database operat
245. gram executed from a command prompt on the Headquarters server or a distributed voice server DVS The following sections describe utility access methods For security purposes voicemail enabled switches accept requests only from CLIs running on the local host the controlling DVS or the Headquarters server Accessing Utilities from the Serial Port Switch utilities and the UBOOT command interface are accessible through the maintenance port located on the faceplate The state of the switch at the time of Maintenance port access determines the available utility During normal switch operation the maintenance port accesses a specified Linux shell The default shell is the ShoreTel command line interface STCLI During a switch boot the maintenance port accesses UBOOT ShoreTel 14 2 Maintenance Guide 91 KS Voicemail Enabled Switches Accessing Utilities for Voicemail Enabled Switches To access ShoreTel voice switch utilities through the maintenance port 1 Connect one end of a serial cable to a computer with a terminal emulator program installed 2 Connect the male end of the serial cable to the maintenance port on the front panel of the ShoreTel switch 3 Launch the terminal emulation using the following settings for the serial port Speed 19 2 kbps Data bit 8 bits Stop bit 1 Parity No parity Flow Control None 4 Click OK The ShoreTel command line interface appears 5 Choose one of the following courses o
246. group calls To be run on the switches hosting PG extensions ext_ecr_status Displays all configured Personalized Call Handling rules on switch ext_ecr_debug Displays real time behavior of Personalized Call Handling rule Shows triggering of rule during inbound call fax_debug_level Displays fax related events and processing such as tone detection fax determination and fax redirect Valid settings are 0 and 1 Default value is 0 fax_verbose Displays fax silence detection jitter buffer freezing and echo canceller disabling related events Valid settings are 0 and 1 Default value is 0 Hh lsh_getVersion Displays switches firmware and bootrom versions flsh_printBootLine Prints the boot parameters of the switch Hh lsh_setBootSourceFlash Sets the switch to boot from flash memory Requires a restart for changes to take effect ShoreTel 14 2 Maintenance Guide 78 E ShoreTel Voice Switches Command Table 11 VxWorks CLI Commands Description Available on Voicemail Enabled Switches VxWorks Command Line Interface Notes flsh_setBootSourceFTP Sets the switch to boot from FTP Requires a restart for changes to take effect g729_verbose Displays more information for G729 calls Enable this for G729 calls with mscmd_verbose host Show Displays the known hosts A hunt_load_debug Logs basic
247. gs Contains all ShoreTel debugging logs lt drive gt Shoreline Data Logs Prompts Contains copies of the auto attendant lt drive gt Shoreline Data Prompts and workgroup menu prompts Scripts Contains scripts used by the Workgroup lt drive gt Shoreline Data Scripts Server SoftSwitch Contains files needed to run the lt drive gt Shoreline Data SoftSwitch ShoreTel 14 2 Maintenance Guide 57 Lei ShoreTel Server Directory Templates ShoreTel Server File System Table 4 ShoreTel Server File System Continued Description Contains configuration files needed for IP phones Default Path lt drive gt Shoreline Data Templates VMS Contains all the files and configuration information used by the voice mail system The files in this directory and its sub directories are very dynamic Note Never open these files Opening any of the configuration files may cause the voice mail system to become corrupted in part or completely and can cause loss of voice mail messages MESSAGE Contains all voice mail messages as wav files along with an enl pointer file for each message NetTempin Used by distributed voice mail servers m Servers SHORETEL Contains a subdirectory folder for each voice mailbox configured on the system Each user menu and distribution list includes a mailbox There are also system mail boxes for voice mail access and forwarding Each of the sub directories contain the names and gre
248. h a Option 2 Show System Configuration This command displays current values for system parameters that are viewable through stcli a user enters a 2 at the stcli prompt Option 3 Change System Configuration This command provides access to editable parameters for modifying the system configuration When option 3 is selected the cursor displays ShoreTel Config to indicate that subsequent commands could alter the system configuration ShoreTel 14 2 Maintenance Guide 101 Es Voicemail Enabled Switches SVCCLI Commands The IP addressing mode is selected from this menu To specify the addressing mode select 6 from the ShoreTel Config menu If static IP addressing is selected all other Option 3 parameters must be configured The static addressing configuration persists across upgrades The configuration file is cleared if the svccli burnflash command is executed If DHCP is enabled the DHCP server must provide the IP address of the network time protocol NTP server Pressing 0 from the ShoreTel Config prompt returns the system to the main stcli menu When exiting the stc1i main menu the user is prompted to confirm all configuration changes made in the Option 3 menu Option 4 Reboot Option 4 reboots the switch The switch requests a confirmation of the command before rebooting Option 5 Shutdown Option 5 performs a graceful shutdown of the switch This command is accessible only through the Maintenance port Perform
249. hanging the setting on each phone To do this you need to configure the phones using this method before connecting the phones to the ShoreTel system on the production network 1 2 ShoreTel 14 2 Set up a Web server that is appropriate for your operating system such as IIS on a Windows server or Apache on a Linux server Note For details on setting up a Web server consult the documentation for your operating system When setting up a Web server for this purpose it is generally appropriate to accept the default settings such as using port 80 for an HTTP server and permissions For details about port usage see Appendix E Port Usage On the Web server create the following virtual directory where the custom configuration file will reside lt httproot gt phoneconfig Create the custom configuration file for example custom txt with the parameter setting appropriate for your purpose and store it in the directory created in the previous step For details about creating custom configuration files see Configuring ShoreTel 400 Series IP Phones on page 127 On the staging network use DHCP option tag 156 or 66 to configure the ftpServers or configServers parameter to specify the Web server where the custom configuration file resides Note If you do not use DHCP to provide the configuration server value you must enter the value manually on each phone Connect the phones to the staging network Phones boot up and do
250. he Exit soft key or press the selector button on the navigation key pad Diagnostic and Failure Messages for 400 Series IP Phones Diagnostic failure and error messages for the 400 Series IP phones are displayed on the phone in remote and local syslog output or both You can get more information about the status of a phone by using MUTE 4636 INFO to enter the Admin options menu Error conditions are indicated as follows On the IP480 IP480g or IP485g models scroll to the submenu marked by an A icon open that submenu and with the error highlighted press the Details soft key In addition when an error message such as No service is displayed on a phone you can see details about the error by pressing the Details soft key On the IP420 phone scroll to the submenu marked by press the selector button on the navigation key pad and scroll to the menu item marked by The gt character indicates that details are available Press the selector button to see details about the error condition Press the selector button again to leave the error details page Note L Though the Admin options menu displayed when you use MUTE 4636 INFO is similar to the menu displayed when you use MUTE 73887 SETUP the error indicators A or are not displayed when you access the Admin options menu through MUTE 73887 SETUP ShoreTel 14 2 Doc Type 155 ES Configuring and Maintaining 400 Series IP Phones Diagnostic and Failure
251. he same Network Call Control protocol that is used for other TMS switch communication The NCC protocol is based on Sun RPC You can obtain the configuration data that TMS sends to any specific switch with a CLI command For more information see Commands Available Through VxWorks CLI on page 76 Switches share their switch specific configuration with other switches in the system using the UDP based Location Service Protocol LSP Switches keep current with other switches by propagating their changes and receiving them from other switches For information about viewing switch to switch communications see Commands Available Through VxWorks CLI on page 76 Note L Switch specific configuration is in FLASH but configuration for other switches is in RAM After rebooting the switch syncs with LSP to keep current with these configuration changes The ShoreTel Voice Switches communicate call control information on a peer to peer basis When Distributed Routing Service DRS is enabled switches exchange LSP messages only with other switches at the same site DRS communicates directly with the database to keep the database configuration current TMS tells each switch how to find DRS as part of the configuration process described earlier When DRS is enabled switches generally give DRS an opportunity to resolve numbers so that its more complete view of the system can be leveraged to find the best contact If the switch knows where an intra site extens
252. he system automatically reboots The reason for rebooting is so that when the system detects that the CF is empty the system recreates the file structure and replaces all other voicemails and other needed elements on the CF card Syntax erasecf flushlogs Flush logs The flushlogs command is a utility that copies certain system logs to the CF card In normal operation the system performs very little logging Only severe problems are logged to files on the voicemail enabled switch The logging system is implemented in amemory circular buffer to record the logs and perform certain tracing tasks Each log file includes its own circular buffer These circular buffers can be forced to a log file by the flushlogs command Syntax flushlogs formatcf Format CF The formatcf command formats a new CF with the Linux file system format so that Linux recognizes it getsvestatus Get service status The getsvcstatus command displays details about all services on the switch Regardless of the state of a service this command displays it Therefore it also shows whether a service exists The command can display a particular service or all services A service name is case sensitive so it must be entered exactly To see the spelling of a service name use the a11 or argument getsvcstatus Syntax getsvcstatus lt service name gt Or all killsve 9 Kill service The killsve 9 command immediately kills all Linux services on a voicemail ena
253. hone failed to acquire a new lease APP download failed filename Application image download failed Invalid App Name The application name does not follow the required format Format Failed While trying to store a new image in flash a failure occurred when erasing the flash device File System Error An error was returned by the file system API Invalid Signature The boot or application image file is the wrong type for this phone Invalid Image Version The omp image was not of a known acceptable format Download CFG file failed filename Failed to download the main configuration file specified Couldn t Get INCL file filename Failed to read the specified Include file from the FTP server Using Cached CFG for IP 110 Using Cached CFG Files for others If a complete config file and all includes cannot be downloaded a cached config file is being used Enter Factory mode No Yes In Response to mute rramos Factory Test KPD Mode You are in factory test mode ready to test the keypad via mute rramos Boot Application If only a boot application is in flash and an application image cannot be downloaded this information is displayed after the boot process is completed No Ethernet Ethernet is not detected 100 Mbps Ethernet 100 Mbps Ethernet speed in use ShoreTel 14 2 Maintenance Guide 164 6 Other IP Endpoint
254. hone is idle If the date and time are not current there might be a problem with certificate verification Ensure that the SNTP server settings are valid and then reboot the phone Press the Details soft key on the IP480 IP480g and IP485g or the selector button on the navigation key pad on the IP420 and select the Services menu Select the SIP submenu and monitor the IP address If the SIP IP address changes every few seconds the phone is actively trying to find a voice switch with which to register which could indicate a problem Check the status of the Headquarters server and the switches If the switch is operating normally these messages could indicate a problem with the phone s configuration To address the issue try rebooting the phone If that does not address the problem use MUTE 25327 CLEAR to clear the phone s configuration For details see Clearing a Phone s Configuration on page 152 ShoreTel 14 2 Doc Type 158 Message on Phone Display No upload server configured ES Configuring and Maintaining 400 Series IP Phones Diagnostic and Failure Messages for 400 Series IP Phones Table 24 Error Messages Continued Message in Remote Syslog and or in Details View of Phone Message Interpretation and Action If the diagnosticServers configuration parameter was used to specify a destination for log and capture uploads check the status of that server Otherwise check the status of the
255. if not correctly opened ShoreTel 14 2 Maintenance Guide 216 8 ShoreTel Client Applications Using Log Files Using Log Files Another critical resource for troubleshooting is the log file where Communicator logs TAPI events configuration events and voice mail events as well as all unexpected errors exceptions and warnings The main log file is named CC YYMMDD HHMMSS 1og CC is literal yyMMDD represents the year month and day of the date when the file was created and HHMMSS represents the hour minute and second of the time the file was created L Example The file named cc 081202 120000 1log was created at noon on December 12 2008 There are other log files such as CSIS YYMMDD HHMMSS Log for other processes running on the client Locating the Log File You can find the log file in lt app data gt ShoreTel Client Logs on most Windows machines or lt install dir gt Logs on other platforms Creating Verbose Logs By default only unexpected errors are logged to the error log You can change this priority from the QuickDialer if you want to create more detailed logs Use verbose logging only if a problem is reproducible and ShoreTel Customer Support requires additional information Enabling Verbose Logging 1 Position the cursor in the QuickDialer window and press Ctrl F12 2 Check the boxes for preferred types of logging To ensure you capture as much logging information as possible check all boxe
256. if you select Default in the Log Selection Method panel System information may be gathered separately The four options at the top of the panel select multiple log files When you select one of these options all log files included by that selection are selected and cannot be edited Select ALL to include all files in the archives All available log files are listed below the first four options at the top of the panel You can select one file all files or any combination of files Press the Next button to begin saving log files The utility displays the Archiving panel while the program saves the selected files The Next and Back buttons are disabled while the program is saving the files The Cancel button remains available Maintenance Guide 45 Loi ShoreTel Server Using the System Logs 8 Press the Next button after the Save process is completed to display the FTP Upload panel After archiving the files the program presents an option to upload the archive file to a remote FTP server 9 Enter valid settings for all FTP parameters then press the Upload button 10 Press the Next button to proceed to the Completion panel The Completion panel indicates that the log files were successfully archived to the specified directory 11 Press the Finish button to close the utility Using the Command Line Application The command line version of the Server Log Collection Utility provides the identical functionality as the GU
257. igation key pad The Clear configuration screen is displayed Do one of the following a Onthe IP420 with Clear amp reboot highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Clear soft key The phone reboots Resetting a Phone You can reset reboot a phone through the Diagnostics menu You can also reset a phone by using MUTE 73738 RESET which is described in Resetting an IP Phone on page 160 1 With the phone on hook press the MUTE key followed by 3424 DIAG The Diagnostics menu opens Use the navigation key pad to scroll to the Reset phone submenu With Reset phone highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the navigation key pad The Reset phone screen is displayed Do one of the following On the IP420 with Reset highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Reset soft key The phone reboots and applies settings Uploading a Phone s Log If a phone user experiences problems you or the user might want to upload logs to debug the problem ShoreTel 14 2 Doc Type 153 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone If you specify a location through the diagnosticS
258. important logs After backup the suspect CF card can be removed and tested in another system and a new card can be installed after voicemail is backed up Note L You cannot back up voicemail in ShoreTel 9 1 running on Windows Server 2008 using the vmbackup command You must manually add users with write permission to the FTP folder on the ShoreTel server in order for users to use the vmbackup command m burnflash Burn flash The burnflash command burns a ShoreTel image to the CF card It unconditionally replaces the resident image and then reboots the system but it does not destroy any voicemail The purpose of burning the image to the CF is to enable the switch to boot from NAND flash memory rather than to do an FTP boot from the server FTP boot supports certain maintenance functions such as an emergency boot if the flash becomes damaged Do not use FTP boot to boot the switch It does not support certain services For example an FTP boot does not mount the CF file system so voicemail does not run after an FTP boot If a user created a static configuration for IP addresses and other system parameters through the STCLI option 3 those parameters must be reconfigured after burnflash runs ShoreTel 14 2 Maintenance Guide 103 KS Voicemail Enabled Switches SVCCLI Commands ShoreTel 14 2 chgrootpassword Change root password The chgrootpassword command changes the root password for accessing the ShoreTel voice switch CLI Arg
259. in are cumulative values To determine the total gain add the analog gain and digital gain values Be aware that increasing the gain level can cause echo in the network or distortion for users at either end This distortion might only be apparent when one of the talkers is speaking loudly or close to the microphone A WARNING This section contains detailed information that can be used to modify the behavior and functionality of your ShoreTel system Make sure that you understand what you are doing before attempting to use this information to modify your system ShoreTel is not responsible for any damage or expenses incurred through misuse of this information If you have questions contact ShoreTel Technical Support before attempting to modify your system ShoreTel 14 2 Doc Type 137 ES Configuring and Maintaining 400 Series IP Phones Table 22 Source File Abbreviations Configuration Parameters Source Abbreviation in Table DHCP Site Specific Option DHCP Configuration File CFG Manual Entry Using SETUP Phone Configuration Setting from the Voice SIP Switch Table 23 Configuration Parameters Group Parameter Value Format and Description Source Default audiohaldm gains p2 handsetMicAnalog A numerical value The handset microphone CFG Gain between 12 louder and analog gain level for the 0 quieter Values must IP420 be divisible by 3 Default 6 audiohaldm gains p8 handsetMicAnalog A nu
260. ings for both incoming and outgoing calls the trunk debugger is typically used to validate the traffic between the Central office and the switch The recommended trunk debug level is 4 1 Access the CLI shell as described in CLI on page 95 2 Enter the following command trunk_debug_level 4 3 When finished turn off debug by typing trunk_debug_level 0 Note The D channel monitor helps you monitor the D channel of a PRI span To do this turn on D channel monitor of the switches ShoreTel recommends using an SSH interface that is capable of capturing the output of the commands Creating a Tcpdump File A tcpdump is a packet sniffer that operates off a command line ShoreTel can use tcpdump output to debug voicemail enabled switch issues Do not create tcpdump files without consulting ShoreTel Technical Support To create a tcpdump file 1 Access the CLI shell as described in CLI on page 95 2 Execute the following tcpdump C 10 W 3 w var log tcpdump pcap This step captures ethernet traffic to the switch into ram 3 After a brief period press Ctrl C This step terminates the capture and saves the result to the following directory path cp var log tcpdump ftproot 4 Submit the files to ShoreTel as instructed by ShoreTel Technical Support Recording Audio from a Switch Port You can capture audio output from a ShoreTel voice switch physical port for example a trunk port using a CLI command Audio output is saved o
261. inouts ShoreTel 90BRI Voice Switch Table 76 ShoreTel 90 RJ 21X Telephone and Trunk Connector Pins Continued Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 14 Brown Black 39 Black Brown 8 Trunk 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 9 Extension DID 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 10 Extension DID 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension DID 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension DID 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 90BRI Voice Switch Figure 19 Figure 19 ShoreTel 90BRI Front Plate Audio Input Port music on hold RS 232C BRI Status Maintentance Ports LED Port BRI BRI LEDs LEDs Gi ShoreTel ShoreGear 90BRIV EE Switch a sey LAN1 LANZ BRIS 2 4 BRI4 2 Network Network SEN LEDs LAN LEDs BRI Diol om Connectors Ports Audio Output Port night bell Switch Capacity Analog Circuit Resources Q Ports 9 12 Extensions Digital Circuit Resources ShoreTel 14 2 Maintenance Guide 291 D Switch Port Pinouts ShoreTel 90BRI Voice Switch Q Four BRI Spans each comprising two channels Eight channels maximum Make Me Conference Resource None Maximum IP Phone Resources 90
262. ins in standby and is not fully available while this condition is present Check the ShoreTel Director configuration of servers for correctness ShoreTel 14 2 Maintenance Guide 247 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 259 Information The ShoreTel Telephony When an No action needed Management Service is administrator reinitializing because changes the IP new configuration address of a changes have occurred remote server the lt Version of ShoreTel ShoreTel Telephony Server gt Management Service on that remote server is reinitialized with the new IP address This event indicates the start of the initialization process 260 Information The ShoreTel Telephony When the No action needed Management Service is reinitialized with the new configuration changes lt Version of ShoreTel Server gt administrator changes the IP address of a remote server The ShoreTel Telephony Management Service on that remote server is reinitialized with the new IP address This event indicates end of the reinitialization process ShoreTel 14 2 Maintenance Guide 248 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 261 Warning This ShoreTel Server is The ShoreTel If administrator deleted from the Telephony made the configuration
263. ion mailbox_debug_level Logs mail box destination for a particular call memShow Shows current memory X usage of the switch mgcp_msg_debug Logs MGCP messages mgcp_trans_debug Logs MGCP transactions mohc_debug_level Prints diagnostic information Can be set to either 0 or for music on hold calls when 1 Default is 0 set to 1 mpm_debug_mask 0x40 Sets mpm debug flag to output Caller ID information received on inbound calls mpm_debug_mask 0x10 Displays detailed DTMF information mpm_debug_mask 1 Displays detailed mpm information Full debug of inbound calls Caller DTMF mscmd_verbose Prints diagnostic information Main media command for the media commands sent verbose variable from Switch board layer when setto 1 Default is 0 msps Displays media stream Use for all media related statistics for all active calls on issues the switch msps 7 Displays media stream statistics for active calls msps 8 Displays media stream Use only as directed by statistics ShoreTel Support msps 16 Displays media stream Use only as directed by statistics ShoreTel Technical Support ShoreTel 14 2 Maintenance Guide 81 E ShoreTel Voice Switches Command Table 11 VxWorks CLI Commands Description Available on Voicemail Enabled Switches VxWorks Command Line Interface Notes mwi_debug_level Logs message waiting indica
264. ion is it does not involve DRS For analog phones the switch detects whether the phone is on or off hook collects digits from the phone and based on digits collected determines when a call is established If necessary the switch communicates with other switches in some cases this may not be necessary such as when the call is to an endpoint directly on the switch to establish a call between the appropriate endpoints The switch acts as a media gateway for the PSTN and analog phones by encoding the analog voice and transmitting it to the other endpoint over the IP network using RTP The switch also uses NCC to send events to TMS about digit collection caller ID call establishment and so forth TMS makes this information available to the server applications These applications are not necessary for many calls such as those between two phones or a trunk and a phone which can be established with only the switches controlling the phones and trunks but they can enhance the user experience For example Communicator can provide information about the call to the user s desktop ShoreTel 14 2 Maintenance Guide 62 ES ShoreTel Voice Switches ShoreTel Voice Firmware Upgrades After the call is established TMS monitors the call and logs call information on the Call Detail Report CDR database ShoreTel Voice Firmware Upgrades You can see the status of ShoreTel Voice Switches using either the Diagnostics amp Monitoring system or Quick Look
265. ion of the 400 Series IP phones communicate with ShoreTel voice switches via MGCP a device control protocol The relationship between the switch call manager and the phone gateway follows a master slave model MGCP is used to Deliver information to the IP phone display Setup and tear down media streams Report phone events such as key presses on hook and off hook Real time Protocol Media travels through the ShoreTel system using Real time Protocol RTP After call setup media flows directly between IP phones via RTP The ShoreTel Voice Switch is involved only when setting up or tearing down a call Boot Process ShoreTel IP phones are pre configured by ShoreTel to work in conjunction with your network s Dynamic Host Configuration Protocol DHCP server After the servers are configured when the phones deployed are automatically added to your ShoreTel system After the IP phone obtains the DHCP and FTP server IP addresses it downloads the application and configuration files from the FTP server The IP phone configuration file is modified by ShoreTel Director during IP phone configuration 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 Static IP addresses for IP phones can also be assigned using the IP phone setup menus ShoreTel 14 2 Maintenance Guide 162 6 Other IP Endpoints IP Phone Firmware Upgrades IP Phone
266. ions require Client Application Services CAS Communicator applications use any available service and attempt to degrade gracefully if a requested service is unavailable A separate process PCMMapiRd exe is invoked to load Microsoft Outlook contact data into the Communicator s white pages Only the Communicator clients and three monitors Extension Agent and Queue can communicate directly with TAPI All other applications must use Communicator as a proxy to place calls on their behalf Applications using Communicator to dial calls are unable to provide feedback when an attempt to place a call fails However notification of call failure does appear in the Communicator application ShoreTel 14 2 Maintenance Guide 207 8 ShoreTel Client Applications Diagnostics Executable Modules Table 51 lists and describes the top level executable modules used by Communicator applications Table 51 Communicator Executable Modules Module Description ShoreTel exe Launches Communicator application Note The application shortcut launches this task Sendclientlogs exe Sends client logs to ShoreTel Customer Support PCMMapiRd exe Reads MAPI contacts and loads them into Communicator CSISCMgr exe Client side CSIS component TAPISRV exe Microsoft TAPI applications SvcHost exe Rpctspx tsp TAPI Service Provider Diagnostics Troubleshooting Login or Startup Problems The following symptoms may indicate
267. ists those details supplied by IPDS ipdt_dumpCCOCfg CCOID integer same as above using CCOID as key native extensions only ipdt_dumpActiveTimer none none lists currently active timed objects in IPDT ipdt_resetExtDisplay extension string redraws the entire display of the phone by the given number extension ipdt_resetCCODisplay CCOID integer redraws the entire display of the phone by the given CCOID ipdt_adminMsgExt extension string displays an administrative message in announcement number area of given phone for ipdt_admin_timeout seconds or all indicates all phones on switch ipdt_adminMsgCCo CCOID integer displays an administrative message in announcement area of given phone for ipdt_admin_timeout seconds 0 indicates all phones on switch Manual Phone Configuration Phones must be manually configured if you are not using a DHCP server to provide IP address and configuration parameters You can enter the phone configuration menu at bootup or by entering a key sequence from the phone s keypad Manually Configure the ShoreTel IP Phones at Bootup 1 Connect the Ethernet cable into the data jack on the back of the IP phone 2 At the Password prompt enter the default password 1234 or the password provided by your system administrator followed by the key Note L You have four seconds to enter the password after which the phone enters normal operation with its current settings ShoreTel 14 2
268. itch Port Pinouts ShoreTel 90BRIV Voice Switch a 4 RJ 45 T1 telco port ShoreTel 90BRIV RJ 21X Telephone and Trunk Connector Table 83 ShoreTel 90BRIV RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Blue White 26 White Blue 2 Orange White 27 White Orange 3 Green White 28 White Green A Brown White 29 White Brown 5 Slate White 30 White Slate SS 6 Blue Red 31 Red Blue 7 Orange Red 32 Red Orange 8 8 Green Red 33 Red Green 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 7 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 9 Extension 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 10 Extension 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 14 2 Maintenance Guide 309 D Switch Port Pinouts ShoreTel 50V Voice Switch ShoreTel 50V Voice Switch Figure 30 ShoreTel 50V Front Plate Audio Input Port music on hold RS 232C Status Network LAN 1 Auxilary LED LED
269. itch Trunk Debug Tools 00 cee teens 100 Creating a Tcpdump Ee 100 Recording Audio from a Switch Port 100 Stoli Commands ors paneda daai adar e a ia E AORE A a E E E a a e Ea EET 101 SVCCLI Commandes 102 CL G mmand Sieru pe ks Selb ais nea a a E ee E AA cele Reda ee Raw ad 107 Cfg Utility Commands 0 0 0 tees 114 UBOOT Commands and Flags 000 cece ttt eee 116 Burnflash Commands 0 00 c eee eee eee 117 ipbxctl Utility Commands 117 regedit COMMANIS a assisi ia tens sides ee ae eed ee beta beaver es 118 ShoreTel Server File System 0 00 cece cette eee 119 Configuring and Maintaining 400 Series IP Phones 121 OVGIVIOW e505 ed daa te Yet ead eae We ee de eee Gee ee eae Mae Se ee ES eG 123 IP Phone Fallover eer eer ee eet RE eed os 123 Date and TUE NR ee beeen eee E RE ee eed eed oe ee wee tee eo 123 IP Phones and ShoreTel Voice Switches 123 IP Phone Communications 124 Updating IP Phone Firmware 0 00 eens 125 Boot ProCeSS EE 127 Configuring ShoreTel 400 Series IP Phones 127 Parameter Precedence 127 Specifying Configuration Parameters ona Phone 128 Specifying Configuration Parameters through DHCP Site Specific Options 133 Specifying Configuration Parameters through Custom Configuration Files 135 Receiving Configuration Settings from a Switch 137 Configuration Parameters 138 Setting up an Alternate Configura
270. ith the new values If no LLDP messages are found within the 5 second time out period the phone uses the cached network policy If network policy caching is disabled the default policy is used LLDP neighbor If Active an LLDP MED broadcasting neighbor has been found and the phone is actively using the received policy Cache LLDP MED If On then in the event of failure to receive an LLDP MED messages the previously received values are applied If Off the default values are used Use 802 1Q IEEE 802 1Q specifies the use of VLANs Virtual LANs on Ethernet If enabled you must also specify values for the following fields a VLAN ID PCP DSCP audio If the value for the Use LLDP MED option is On this field is not editable VLAN ID The Virtual LAN identifier The default value is 0 which means that VLAN tagging is disabled PCP The IEEE P802 1p Priority Code Point PCP value The default value is 5 DSCP audio The Differentiated Services Code Point DSCP value to be used for audio packets For details on DSCP see RFC 2475 The default value is 46 DSCP SIP The Differentiated Services Code Point DSCP value to be used for signaling SIP packets For details on DSCP see RFC 2475 The default value is 26 ShoreTel 14 2 Doc Type 130 5 Configuring and Maintaining 400 Series IP Phones Specifying Configuration Parameters on a Phone Table 20 Ph
271. its internal timer 2105 Error Unable to map The ShoreTel Media driver If this error is appearing application buffer into was unable to translate a frequently perform a system kernal memory space user buffer to system restart In addition contact lt Message gt memory This failure can ShoreTel Technical Support result in an inability to and be prepared to provide the deliver media to IVR NT system and NT application applications and or force Vlog files for further analysis a system restart with a crash dump 2106 Information Recording of call was The ShoreTel Media driver If this error is appearing terminated due to detected silence when frequently perform a system silence lt Message gt recording a message This restart In addition contact may be due to incorrect ShoreTel Technical Support behavior from one of the and be prepared to provide the ShoreTel switches NT system and NT application log files for further analysis ShoreTel 14 2 Maintenance Guide 257 ES Event Codes Table 57 Event Codes Media Driver Event Watch ID Severity Level Message Cause Action 2107 Error ShoreTel Media Driver is The UDP ports to be used The administrator must ensure unable to bind all media by the Media Driver can be that the UDP port range channels within the configured using the configured in the registry configured UDP port registry by giving the includes at least 255 empty range Either the UDP ra
272. k Host Name gt Excessive excessive number of configuration meets number of packets lost from packets ShoreTel requirements lt ShoreTel Voice Switch Host Name gt ShoreTel 14 2 Maintenance Guide 225 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action 127 Error Switch lt ShoreTel Voice Switch The call cannot be Confirm that the Host Name gt Failed to forward forwarded to the specified specified extension s call call on lt CHM Type gt from extension handling mode lt extension number gt to configuration is valid lt extension number gt This error can appear when the destination extension is connected to a ShoreTel Voice Switch that is either offline or unavailable to the network 130 Error Switch lt ShoreTel Voice Switch An incoming fax Confirm that the Host Name Failed to redirect transmission call was not extension is properly incoming fax from lt extension _ redirected to the fax configured for fax number gt to lt extension extension redirection number gt Confirm that the fax extension is operating properly 131 Error Switch lt ShoreTel Voice Switch The ShoreTel Voice Switch Reboot the switch Host Names Extension was unable to configure the lt extension number failed to _ specified extension on the Dis error persists acquire port lt port number gt d
273. l 14 2 Courier font For code examples and information that you type UPPERCASE WORDS For keywords related to the ShoreTel system WARNING alert For preventing data loss or equipment damage if instructions are not followed For preventing data loss or equipment damage if instructions are not followed Italic text For variable parameters that can change depending on usage For command names For document names and path names lt gt brackets For items supplied by user and variables in event codes Maintenance Guide 9 Preface For More Information For More Information ShoreTel Planning and Installation Guide Comprehensive guide to planning and implementing full featured enterprise class VoIP system a ShoreTel System Administration Guide Detailed reference guide to administering the ShoreTel system ShoreTel 14 2 Maintenance Guide 10 ShoreTel 14 2 CHAPTER ShoreTel Architecture This chapter describes how the ShoreTel phone systems works It includes illustrations of the ShoreTel system and contains the following information EE 13 ShoreTel System Components ccccccecceeeeeeeeeeeeeeeeeeeeececaeeeseaeeesecaeeesaaeeseeeeeeeeeeees 14 Shore Tel Servers alse cciceeceasceetasees yess tazeianeuesalbsneshty aaia a aaa aaa iaaii 15 ShoreTel Voice Switches and Service Applances 15 IP ee TC 15 ShoreTel Client Applications cccceeeeeeeeeeeeeeeeeeeeeaeeeeeeeeeeseaeeeeeeeeessaeeeseneeeeaas 15 Sh
274. l Voice Switch the version of Host Name gt switch firmware identified firmware to revision in the event lt version number gt 204 Error Failed to update switch An upgrade tothe Review the event lt ShoreTel Voice Switch switch s firmware log and correct any Host Name gt switch failed errors related to the firmware to revision upgrade failure lt version number gt This switch does not operate Reset the switch properly until the from ShoreTel firmware upgrade is Director complete If the event persists contact ShoreTel Technical Support 205 Warning Switch Ethernet Address TMS detected a Ensure that the to IP Address mapping configured switch Switch lt MAC change Old Mapping with a changed ID Address gt is set up lt MAC Address gt lt IP address changed with a correct IP Address gt New Mapping address If the lt MAC Address gt lt IP The event reports DHCP lease for the Address gt Detected previously assigned switch expires and telephony switch that and current MAC the switch receives changed its IP address nd IP addresses a new IP address If or is using an IP address for the switch this happens previously in use by a frequently contact different switch ShoreTel Technical Support ShoreTel 14 2 Maintenance Guide 237 206 Telephony Management Service TMS Table 55 Event codes TMS Continued Severity Levels Error UE Tez Switch Ethern
275. l accounting and be prepared to code gt Source service in response provide server logs lt ShoreTel component to logged data from the day of the that returned error gt occurrence lt Message description gt Note This error is sometimes the result of a false positive and may not indicate serious problems ShoreTel 14 2 Maintenance Guide 243 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 243 Warning TAPI request thread TMS is not This event can timed out after lt number responding to precede a of seconds gt seconds for internal messages significant failure in context lt context handle ina timely fashion TMS ID gt performing request type lt request type ID gt Contact ShoreTel Technical Support and be prepared to provide server logs from the day of the occurrence 244 Warning lt Connection type user A TAPI connection Contact the user or App Server gt TAPI request was denied and assist him or connection attempt for due to an invalid her with login login user ID gt from lt IP login or password information address gt failed Invalid lt LoginID gt 246 Information Telephony Management A logic assertion No action unless Service logged an within TMS failed the event is informational debug accompanied by message The debug system failures message contents are lt Message gt If syste
276. l necessary logs and screen shots before may be too old contacting the ShoreTel Technical Support for further assistance if the problem persists This alert clears automatically if the fan begins running at normal speed Warning Switch is experiencing The switch is experiencing Collect all necessary logs and screen shots before issues with the power unexpected power failures contacting the ShoreTel Technical Support for supply further assistance if the problem persists This alert clears automatically if the voltage level of the switch returns to normal Warning Switch is experiencing The memory on the switch Restart the switch Collect all necessary logs and memory issues may be corrupt or an invalid screen shots before contacting the ShoreTel memory access may have Technical Support for further assistance if the occurred problem persists This alert clears automatically after the switch is restarted Warning Switch is having firmware The switch has failed in an Ensure that the managing server is connected to upgrade issues attempt to upgrade its the network and that the managing server can firmware This could be a communicate with the switch Collect all necessary result of a disconnection logs and screen shots before contacting the between the switch and its ShoreTel Technical Support for further assistance managing server if the problem persists This alert clears automatically when the firmware upgrade is successful
277. ll Offered Call Connected Call Connected Establish Media Call Media Figure 7 ShoreTel Communications for a Call from Communicator for an MGCP Phone ShoreTel 14 2 Maintenance Guide 29 Eg ShoreTel Architecture Quick Dial Call from Communicator Quick Dial Call from Communicator Figure 8 shows how a call dialed from a user s Communicator Quick Dial is handled by the system PCM Was Yes i Sends TMS creates Ee PEM Dials converts ia call attempt call leg to call creatii G to TMS user phone successful Generate PCM error Does user have Class of Service permissions Are trunk groups available to make the call Use trunk group with lowest call cost permissions User switch receives Play reorder Was call attempt successful Are higher cost trunk groups allowed to make the call Are individual trunks available to make the call Convert outbound number based on dialing rules Connect endpoints call legs Send outbound call to trunk switch Outpulse digits Figure 8 Call Flow for a Quick Dial Call from Communicator for an MGCP Phone ShoreTel 14 2 Maintenance Guide 30 Eg ShoreTel Architecture Inbound Call from a Trunk Inbound Call from a Trunk Figure 8 shows how an inbound call on a trunk is connected to its destination Inb
278. llowed for Parameters page and insufficient network bandwidth multiple sites check the number of between sites a media streams specified May indicate the number of tor the Other Number of media streams configured Media Streams for for multiple site calls cannot Multi Site parameter handle the inter site call traffic Use the ShoreTel Site Link Configuration Guide to determine the number of media streams the connection s bandwidth can support If the bandwidth can support more media streams raise the value specified for the site Increasing the number of media streams may reduce sound quality for multiple site calls 1307 Information Switch lt ShoreTel Voice Switch Not reported in NT event Host Name gt Trunk on port log lt port number gt forced out of service 1308 Warning Switch lt ShoreTel Voice Switch The T1 switch is ina local or Your service provider is Host Name gt T1 is in 2 payload loopback performing diagnostic loopback mode tests 1309 Information Switch lt ShoreTel Voice Switch Loopback on this switch No action Host Name gt T1 is out of 2 removed loopback mode 1310 Error Switch lt ShoreTel Voice Switch The T1 switch is Check the cabling Host Name gt T1 framing error experiencing framing errors Contact your service lt specific error gt provider 1311 Information Switch lt ShoreTel Voice Switch Framing restored No action Host Name gt T1 framing ok
279. lly appears at system startup You can also invoke the menu at any time by entering a question mark Table 5 on page 66 describes the commands available in the CLI main menu ShoreTel 14 2 Maintenance Guide 65 E ShoreTel Voice Switches IP Address from DHCP Table 5 Commands in CLI Main Menu Command Description Notes 0 Exit Exit from CLI of voicemail enabled switch and go to the Linux shell 1 Show version Lists version numbers for firmware and boot ROM in addition to the base version and the CPU board version 2 Show system configuration Displays the switch s boot and IP configuration 3 Change system configuration Takes you to the system configuration menu where you can set a switch s boot and IP configuration 4 Reboot Reboots the switch 5 Shutdown Shutdown the voicemail enabled switch and be ready to power off 6 Archive Logs Archive log files in cf shorelinedata Logs directory and core files in cf core directory and save the archive file in inetpub ftproot directory in the server Help Enter a to print this menu To select an option in ShoreTel Voice Switch CLI enter the number associated with the menu item and press ENTER To change or set a parameter select the item you wish to change then type the parameter number and press Enter Boot and IP Configuration Options When you choose Change System Configuration from the CLI main menu a menu of boot and
280. loaded user content Restore Restore your Service Appliance based on a saved backup of both the Service Appliance and the HQ database Coordinates the restore of the Service Appliance with the restore of the HQ database Disk Management Watches disk utilization to avoid running out of disk space Service Appliance Backup The Service Appliance uses the same backup and restore methods as the voicemail enabled switches Backup scheduling and configuration is performed in ShoreWare Director The manual backup and restore commands are executed on the Service Appliance using the Service Manager command line interface svcc1i Back up your system to protect the conference data generated recordings and user files uploaded to the Service Appliance This feature is NOT meant as a method of archiving or as a method for retrieving accidentally deleted files ShoreTel 14 2 Maintenance Guide 196 ShoreTel Service Appliances Manual Backup Note L Install the Service Appliance on the same network as the FTP backup server to avoid bandwidth issues The Service Appliance can generate more than 1GB of data per day and have more than 100GB stored internally There are two methods for backing up the Service Appliance Automatic scheduled backup Manual backup Automatic Backup Automatic backup are performed after the system administrator configures the backup parameters in ShoreTel Director Table 47 lists and describes
281. login or startup problems Double clicking the application shortcut does not bring up the Communicator main window Communicator appears but no Call Handling Mode icon or Hands free Mode icon is visible on the status bar application tray This is the most common symptom of login or startup problems Agent Monitor appears but fails to list agents Extension Monitor appears and lists extension numbers but without names Voice Mail Viewer does not appear Control Panel appears but most fields are grayed out Directory Viewer appears but shows no data Missing Icons Missing icons often indicate that CSIS is unavailable for user login The first time Communicator successfully connects to CSIS it stores a minimum amount of configuration data in the user s registry settings including the following The user s current extension number ShoreTel 14 2 Maintenance Guide 208 EN ShoreTel Client Applications Troubleshooting Login or Startup Problems The values of the system extensions AA BAA VM VM Login The values of the paging and night bell extensions for the user s site Basic contact information home country home area code and default access code This initial data store provides Communicator with enough information to perform high level tasks that include displaying call information and permitting the user to place and manage calls Normally Communicator locates the cached data and loads it whil
282. lowing On the IP420 press On the IP480 IP480g and IP485g press the Start soft key or press the selector button on the navigation key pad The phone displays the network route for the IP address or DNS server Doc Type 149 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone 6 To return to the Diagnostics menu do one of the following On the IP420 press a Onthe IP480 IP480g and IP485g press the Back soft key or press the selector button on the navigation key pad 7 To exit do one of the following On the IP420 scroll to the bottom of the Diagnostics menu to select the Exit option and then press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Exit soft key or press the selector button on the navigation key pad Capturing Packets for Phone Network Traffic To diagnose problems on a phone you might need to capture packets to see details about network traffic to and from the phone You can capture packets by using the phone interface which is described here or you can initiate packet capture and view the results using Wireshark or a similar network protocol analysis tool through the Diagnostics amp Monitoring system For details see the ShoreTel System Administration Guide On the 400 Series IP phones signaling packets are encrypted and packet capture tools available on the network cannot decrypt these packets
283. lt version number gt ShoreTel 14 2 Maintenance Guide 259 Table 60 Event Codes Port Mapper Continued Trigger Server ID Severity Level Message Cause Action 701 Information lt ShoreTel PortMap gt Port Mapper No action service stopping service stopped 702 Error Can t bind lt protocol The preferred port Notify ShoreTel type gt socket port lt port number gt in use for the RPC Portmapper 111 is already in use Another network application or service is probably running on that system While the port remains unavailable no communication is possible between TMS and the switches Technical Support and be prepared to provide server log files Trigger Server Table 61 lists and describes event codes for trigger server Table 61 Event Code Trigger Server ID Severity Level Message Cause Action 800 Information lt Service name gt service Trigger Server No action starting Version started lt Software version number gt 801 Information lt Service name gt service Trigger Server No action stopping stopped ShoreTel 14 2 Maintenance Guide 260 Distributed Routing Service DRS Table 61 Event Code Trigger Server ID Severity Level Message Cause Action 805 Error The notification server Usually indicates No action when lost connectivity with a that one of the related to a service notification client This ShoreTel service
284. lue 9 Extension 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 10 Extension 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 11 Extension 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 12 Extension 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate ShoreTel 14 2 Maintenance Guide 302 D Switch Port Pinouts ShoreTel 220E1 Voice Switch ShoreTel 220E1 Voice Switch Figure 25 Figure 25 ShoreTel 220E1 Front Plate Audio Input Port music on hold Status Network LAN 1 Telco LED LEDs Connector E1 LEDs Port E Sg EL QShorelel snoecesr 2201 Default e 7 O mm ea Switch A weer LANZ 190 MAINT E1 MON Power Network RS 232C LED LEDs Maintentance Port Audio Output Port LAN 2 Monitor night bell Connector Port Switch Capacity Digital Circuit Resources 30 channels maximum a One E1 circuit 30 channels per circuit a Make Me Conference Resource none Maximum IP Phone Resources 220 Q Digital Channel Reallocation 150 a Built in Resources 70 ShoreTel 220E1 Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface a 1 RJ 45 T1 telco port a 1 RJ 45 T1 monitor port for connecting test equipment Sh
285. ly by booting from Flash After an FTP boot the switch can perform telephony functions as those available through other ShoreTel voice switches Voicemail enabled switches started with an FTP boot can operate only as a voice switch controlling phones trunks and call routing FTP boot is typically used for troubleshooting and also supports maintenance tasks and the backup and restore facilities FTP boot supports certain maintenance functions such as an emergency boot if the flash becomes damaged Burnflash Burnflash forces a reboot and installs new software The burnflash command burns a ShoreTel image to the CF card It unconditionally replaces the resident image while rebooting the system but it does not destroy any voicemail The purpose of burning the image to the CF is to enable the switch to boot from solid state memory instead of performing an FTP boot from the server If a user created a static configuration for IP addresses and other system parameters through the STCLI option 3 those parameters must be reconfigured after burnflash runs Switch Diagnostics and Repair This section describes tools for diagnosing and repairing switch problems ShoreTel 14 2 Maintenance Guide 99 Ep Voicemail Enabled Switches Switch Trunk Debug Tools Switch Trunk Debug Tools F Trunk_debug_level is a switch setting that identifies trunk events from the switch s perspective Because ShoreTel applications manipulate dialed digit str
286. m failures are occurring contact ShoreTel Technical Support 247 Information The log file lt log file The log file cannot This event typically name gt current size is lt log file size gt bytes It exceeded its maximum size limit of max log size gt bytes Further logging is suspended write new events because it reached its maximum size results from a configuration that creates an event loop Review all configured call handling modes for loops Example UserA forwards calls to userB who in turn is forwarding all calls to userA If no logic fault is found contact ShoreTel Technical Support ShoreTel 14 2 Maintenance Guide 244 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 248 Information Failed to write to the log TMS failed to write No action file lt log file name gt to a log files Error Code lt error Log files are not code gt Further logging The embedded l essential for is suspended until error code identifies telephony midnight or service the cause of the operations restart The ShoreTel log write failure If the problem files collect diagnostics persists contact and are not required for ShoreTel Technical correct system behavior Support 249 Information Failed to write to the log A write to the log This event can file lt log file name gt file failed because occur during no
287. merical value The handset microphone CFG Gain between 12 louder and analog gain level for the 0 quieter Values must IP480 and IP480g be divisible by 3 Default 6 audiohaldm gains p8cg handsetMic A numerical value The handset microphone CFG AnalogGain between 12 louder and analog gain level for the 0 quieter Values must IP485g be divisible by 3 Default 6 audiohaldm gains p2 handsetMicDigital A numerical value The handset microphone CFG Gain between 9 loud and digital gain level for the 3 soft Values must be IP420 divisible by 3 Default 3 audiohaldm gains p8 handsetMicDigital A numerical value The handset microphone CFG Gain between 9 louder and digital gain level for the 3 quieter Values must IP480 and IP480g be divisible by 3 Default 3 audiohaldm gains p8cg handsetMic A numerical value The handset microphone CFG DigitalGain between 9 louder and digital gain level for the 3 quieter Values must IP485g be divisible by 3 Default 3 ShoreTel 14 2 Doc Type 138 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Configuration Parameters Value Format and Gain between 18 louder and 6 quieter Values must be divisible by 3 Default 12 analog gain level for the IP420 Parameter Default Description Source audiohaldm gains p2 handsetSpeaker A numerical value
288. mination of the telephone trunk ports Q Power Failure Transfer Unit Trunk Port A to Extension Port 5 a Backup Operator Extension Port 5 ShoreTel 14 2 Maintenance Guide 318 D Switch Port Pinouts ShoreTel T1 and ShoreTel E1 Voice Switches ShoreTel 40 RJ 21X Telephone and Trunk Connector Table 88 ShoreTel 40 RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Blue White 26 White Blue 2 Orange White 27 White Orange 3 Green White 28 White Green A Brown White 29 White Brown 1 Trunk DID 5 Slate White 30 White Slate Extension 2 Trunk DID 6 Blue Red 31 Red Blue Extension 3 Trunk 7 Orange Red 32 Red Orange 4 Trunk 8 Green Red 33 Red Green 5 Extension 9 Brown Red 34 Red Brown 6 Extension 10 Slate Red 35 Red Slate 7 Extension 11 Blue Black 36 Black Blue 8 Extension 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate 21 Blue Violet 46 Violet Blue 22 Orange Violet 47 Violet Orange 23 Green Violet 48 Violet Green 24 Brown Violet 49 Violet Brown 25 Slate Violet 50 Violet Slate
289. mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell ShoreTel 14 2 Maintenance Guide 306 D Switch Port Pinouts ShoreTel 90V Voice Switch 1 DB 9 female connector for maintenance m 2 RJ 45 connectors for the LAN interface a 1 RJ 21X male connector for mass termination of the telephone trunk ports a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Backup Operator Extension Port 12 ShoreTel 90V RJ 21X Telephone and Trunk Connector Table 82 ShoreTel 90V RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Trunk 1 Blue White 26 White Blue 2 Orange White 27 White Orange 2 Trunk 3 Green White 28 White Green 4 Brown White 29 White Brown 3 Trunk 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 4 Trunk 7 Orange Red 32 Red Orange 8 Green Red 33 Red Green 5 Trunk 9 Brown Red 34 Red Brown 10 Slate Red 35 Red Slate 6 Trunk 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 7 Trunk 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 8 Trunk 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 9 Extension DID 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 10 Extension DID 19 Brown Yellow 44 Yellow Brown 20 Slate Yellow 45 Yellow Slate
290. must reboot the switch for the new setting to take effect Accessing ShoreTel Voice Switch CLI on the SoftSwitch To run ShoreTel Voice Switch CLI diagnostics on the SoftSwitch you must create a Telnet session ShoreTel Voice Switch CLI commands are listed in VxWorks Command Line Interface on page 75 Note L All the information that is displayed in the session will also appear in the SoftSwitch log file 1 Create the following DWORD entry in HKEY_LOCAL MACHINE Software Shoreline Teleworks SoftSwitch or if you are using a 64 bit server create the DWORD entry in HKEY_LOCAL MACHINE Software Wow6432Node Shoreline Teleworks SoftSwitch or if you are using a 64 bit server create the DWORD entry in HKEY_LOCAL MACHINE Software Wow6432Node Shoreline Teleworks SoftSwitch elnetEnabled 2 Set the value to 1 3 Open a Command Prompt DOS window and type telnet localhost 2323 ShoreTel 14 2 Maintenance Guide 67 E ShoreTel Voice Switches Router Auto Delete Properties for ICMP Redirects In order to Telnet to the SoftSwitch the Telnet port must be set to 2323 The standard Telnet port is 23 4 Press ENTER No User ID or Password is required This immediately logs you into the SoftSwitch 5 Press ENTER a second time to get the SoftSwitch prompt which looks like the following LRR SHELL SHELL 6 Enter CLI commands as described in VxWorks Command Line Interfac
291. n Protocol SIP information from the IP phones assigned to it and communicates call information to other switches in the system using SIP After two IP endpoints are connected in a call media streams are independent of the call manager switch After the phone registers with the call manager switch any time the phone reboots it attempts to contact that same switch If that switch does not respond the phone attempts to contact another switch on the list until the phone successfully contacts a switch the phone is then redirected to the appropriate call manager switch IP Phone Communications Communications for ShoreTel 400 Series phones are routed through the following protocols Secure Session Initiation Protocol SIPS Real time Transport Protocol RTP and Secure Real time Transport Protocol SRTP Client Application Server CAS Secure Session Initiation Protocol SIPS SIP is a standard protocol that is based on a client server model and works at the application layer Through SIP networked users can initiate a call or receive a call The protocol configures the parameters for the session and handles the call setup and tear down ShoreTel uses the secure version of SIP SIPS for signaling between ShoreTel voice switches and 400 Series IP phones Real time Transport Protocol RTP and Secure Real time Transport Protocol SRTP Media flow for the ShoreTel 400 Series IP phones is either through SRTP or RTP The use of SRTP
292. n hook press the MUTE key followed by 73887 SETUP The Password prompt opens 2 Enter the admin password and press the OK soft key 3 Use the navigation key pad to scroll to the Diagnostics submenu and press the Open soft key 4 Use the navigation key pad to scroll to the Capture submenu 5 With the Capture submenu highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the navigation key pad The Capture screen is displayed 6 Do one of the following a On the IP420 with Start highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Start soft key The phone starts capturing packets On the IP480 IP480g and IP485g you can see captured packet information on the phone display You can drill down to get details about a packet by pressing the Details soft key Note L While the packet capture operation is running you can exit the Admin options menu and perform the problematic phone operation so that packets for that particular operation can be captured and used to diagnose the problem After running the problematic scenario return to the Capture page using steps 1 5 in this procedure and then proceed with step 7 to stop the packet capture operation 7 To stop the capture process do one of the following a On the IP420 with
293. n required This may indicate an installation string gt from registry entry in the registry problem Contact ShoreTel Technical Support and be prepared to provide the voice mail log files for further analysis 1011 Information Voice Mail Message The Voice Mail server was _ Verify that the hard drive or drive Server was unable to unable to retrieve a message partition where shoreline open message lt file because it was unable to data vms resides is operating name gt Error lt ShoreTel read the disk properly specific error gt Correct any disk problems and restart the server If the error persists contact ShoreTel Technical Support and be prepared to provide the voice mail log files for further analysis 1014 Information Failed to attach Error resulted from a failure This event results from a full mail message lt file name gt to with a specific mail box box included in a distribution list mail box lt mail box ID gt or any other general failure Error lt ShoreTel specific related to a mail box error gt Verify that the mail box is full If not contact ShoreTel Technical Support and be prepared to provide the voice mail log files for further analysis ShoreTel 14 2 Maintenance Guide 253 Kai Event Codes Voice Mail Port Manager Table 56 Event Codes Voice Mail Port Manager Continued ID SE Message Cause Action Level 1015 Error All Voice Mail Message
294. n the General panel and set Authentication level to Default Open the Location panel and select Run application on this computer Open the Security panel and complete the following steps a Click Edit in the Launch and Activation Permissions section Maintenance Guide 284 DCOM Permissions ZinManager Properties Select the following permissions a Administrators Local Launch no selection Remote Launch no selection Local Activation allow Remote Activation allow a SYSTEM Local Launch no selection Remote Launch no selection Local Activation allow Remote Activation allow Return to the ZinManager Properties window by clicking OK Click Edit in the Configuration Permissions section Select the following permissions a Administrators Full Control allow Read allow CREATOR OWNER Full Control no selection Read no selection a SYSTEM Full Control allow Read allow Return to the ZinManager Properties window by clicking OK 5 Open the Identity panel and select The system account services only ShoreTel 14 2 Maintenance Guide 285 APPENDIX Switch Port Pinouts This chapter contains information about ShoreTel switch port pinouts It contains the following information Switch Model NuUMbBEMS i c lt cc csecedeecccredeesccaessisenageanedin tacenteeedaecssdoessdesttdecdsaseeveeden 288 e tee Ree 288 ShoreTel 1 U Half Width Voice Switches ccccccccc
295. n the HQ or DVM server that controls the switch ShoreTel 14 2 Maintenance Guide 100 KS Voicemail Enabled Switches Stcli Commands To record audio from a switch port 1 From the Start menu navigate to Control Panel gt Administrative Tools and locate the IIS Manager 2 Right click the IIS Manager and select Properties This enables the ability to write to the FTP server by selecting the Write checkbox and clicking OK This enables the ability to write to the following directory C Inetpub ftproot In Windows Server 2008 you must edit the permissions of the C Inetpub ftproot directory and give the users group write access 3 At the CLI prompt run the following command Record2File2 1 60 test Audio data from running this command is stored in the file test_rx pcmand file test_tx pcm incC Inetpub ftproot When you are finished capturing data a PCM Raw Data file is created with the following format profile 8000 Hz 16 bit Mono and can be listened to using a standard application such as Adobe Audition Stcli Commands The following describes the stcli commands For a general description of steli see Stcli on page 94 Option 0 Exit This command logs out of stcli and returns control to the program from where stcli was entered A user must exit stcli before starting svccli Option 1 Show Version This command displays the system software version running on the voicemail enabled switc
296. n the IP420 with Back highlighted press the selector button on the navigation key pad Onthe IP480 IP480g and IP485g press the Back soft key or press the selector button on the navigation key pad To exit do one of the following On the IP420 scroll to the bottom of the Diagnostics menu to select the Exit option and then press the selector button on the navigation key pad a On the IP480 IP480g and IP485g press the Exit soft key or press the selector button on the navigation key pad Clearing a Phone s Configuration To return a phone to the factory settings you can clear the phone s configuration through the Diagnostics menu If you move phones from one ShoreTel system to another you need to clear each phone s configuration You can also clear a phone s configuration by using MUTE 25327 CLEAR which is described in Clearing a Phone s Configuration Settings on page 160 1 2 ShoreTel 14 2 With the phone on hook press the MUTE key followed by 3424 DIAG The Diagnostics menu opens Use the navigation key pad to scroll to the Clear configuration submenu Doc Type 152 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone With Clear configuration highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the nav
297. n the following sections UBOOT UBOOT is the boot loader for the Service Appliance The UBOOT environment is accessed from a terminal emulator through the serial port when the switch is booted See UBOOT Commands and Flags on page 116 for a detailed description of the UBOOT boot loader Steli ShoreTel Shell Stcli displays and modifies system configuration parameters You can implement static or dynamic IP addressing for the switch from stc1i You can also reboot the switch from stcli See Sicli Commands on page 101 for a description of the stcli commands Option 7 is unique to the Service Appliance it restores the Service Appliance back to factory defaults See Restore Factory Default on page 204 for details ShoreTel 14 2 Maintenance Guide 203 ShoreTel Service Appliances Diagnostics and Repair Cli The administrator can execute this command only by using the root account for the SSH session The cli interface accesses diagnostic tools manipulates debug setting levels and displays system information cli can be run from any remote SSH session or from Windows prompts originating from the local host the controlling Distributed server or the Main ShoreTel server Regedit Regedit a ShoreTel utility that modifies registry type data structures in the switch is accessible through the root account voicemail enabled switches have a registry similar to Windows Servers To edit the Registry log in as root and run the RegEdit c
298. nance Guide 14 a ShoreTel Architecture ShoreTel Servers ShoreTel Servers Each ShoreTel system includes a main server called the Headquarters server Systems may optionally include distributed applications servers called Distributed Voice Servers DVSs Each server provides a local instance of TMS that supports applications such as voicemail workgroups and ShoreTel Communicator Each instance of TMS manages its local softswitch and can be configured to manage ShoreTel voice switches as well The Distributed Voice Servers rely on the Headquarters server for configuration changes but otherwise DVSs can operate independently of the Headquarters server ShoreTel Voice Switches and Service Appliances ShoreTel voice switches and service appliances provide physical connectivity for the PSTN and analog phones and logical connectivity for IP endpoints on a reliable highly scalable platform for the ShoreTel call control software The ShoreTel voice switches and service appliances receive their configuration information via TMS IP Endpoints The ShoreTel system manages calls and applications for two types of IP endpoints IP phones and softphones IP endpoints are identified by IP address and can exist anywhere on the network ShoreTel Client Applications Client applications such as ShoreTel Communicator interact with TMS using the Client Application Server CAS for call and data handling Beginning with ShoreTel 13 client applications use
299. nctions It also controls any actions by the IP phone display not controlled by the device s firmware or switches Problems with CAS or TMS connectivity can result in incorrect phone displays and errors in both the hard and soft key functions Embedded IP Phone Display Driver The embedded IP phone display is provided by the server Control of IP phone features Such as phone display redial and call transfers are handled on the server Features that require writing to the database such as directory and speed dial rely on the server Date and Time IP phones depend on an SNTP server to maintain the correct time and date Without an SNTP server you can set the phone date and time via a GMT offset IP Phones and ShoreTel Voice Switches IP phones in a ShoreTel system interact with two ShoreTel voice switches the configuration switch and the call manager switch The configuration switches help the IP phones obtain their configuration from the ShoreTel server which functions as a FTP server for the IP phones You must have at least one configuration switch and can designate a second configuration switch for reliability The call manager switch is responsible for hold transfer conference and park actions As part of the configuration information each IP phone is assigned a ShoreTel Voice Switch that acts as the phone s call manager to help the IP phone set up and tear down calls Configuration Switches In a DHCP environment when
300. ne on IP485g when the phone is in asleep state If off power to USB devices is not suspended when the phone is in a sleep state Default on power sleepInhibitStartTime A four digit time on a The time of day when the CFG 24 hour clock phone display goes from the sleep state to an idle state This typically corresponds to the start of normal business hours at your site During the hours when the sleep state is inhibited the phone can go into an idle state but it cannot go into a sleep state Default 06 00 ShoreTel 14 2 Doc Type 143 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Configuration Parameters Value Format and URL path Default lt Headquarters server gt fileserver path for a dedicated server that contains custom ringtone and wallpaper files Typically fileserver points to the installation directory for the phone configuration files By default this is lt Drive gt inetpub ftproot Parameter Default Description Source power sleeplnhibitStopTime A four digit time on a The time of day when the CFG 24 hour clock phone transitions to the sleep state in which the Default 19 00 display turns blank or dark and other configured power saving measures take effect This typically corresponds to the end of normal business hours at your site power sleepInhibitDays Comma separated list The
301. ne the overall health of the system The event log gathers information about event history For example the event log may provide information about an overnight T1 outage that was corrected but is no longer evident in Quick Look Each system task reports when it starts and stops These messages can be helpful in determining whether the system started correctly Events such as switches losing connection to the server or rebooting are also reported For a list of all ShoreTel event codes see Appendix A Event Codes Using the System Logs The ShoreTel system stores engineering level log files that record transaction information about every event in the ShoreTel system The logs are used to help ShoreTel with debugging problems that may arise during system operation In most cases these logs require the assistance of ShoreTel Customer Support to understand Two utilities one with a graphical user interface and the other with a command line interface can be used to automate the collection of server logs Windows OS logs and ShoreTel databases Both applications have the same functional capabilities and offer two different ways for accomplishing the same tasks ShoreTel 14 2 Maintenance Guide 44 La ShoreTel Server Using the System Logs Using the Graphical User Interface The GUI can be executed from MS Windows or from a command window 1 ShoreTel 14 2 Launch the graphical version of the Server Log Collection Utility by clickin
302. nected ShoreTel 14 2 Maintenance Guide 89 CHAPTER Voicemail Enabled Switches This chapter describes maintenance operations for ShoreTel voicemail enabled switches It contains the following information Melen EN Utilitie Soroan a aaa a ES satiate 91 Accessing Utilities for Voicemail Enabled Gwitches 91 Switch Utilities eet 94 SOME UlDlIeg eegeeggchdeg deelt b eeeegagu SNE see Ze SE edchEAA E eetdefn ed Seine 96 Booting and Restarting Voicemail Enabled Switches cccccscsseeeeeesesteeeeeesnaees 97 Manually Specifying Switch Parameters 98 Reboot MOthOdS rrarena DEER E EE E AERE ES 98 Switch Diagnostics and Repair cccccceeeeeeceeeeeeeeeeeeeeeceaeeeeeaeeesecaeeeseeeesseeeeeeeeeees 99 Switch Trunk Debug Tools ku 100 Creating a Tepdump File 100 Recording Audio from a Switch Port 100 St l Command ET 101 SV COLI Commands rssi a a a oy aa aata AE 102 E BREET EE 107 Cfg Utility Commande cece cece eeeeeeeeeeeeeeeeeeeeaaaeeeceeeeeeaaeeseeeeesaaeseeneeestiaeeeeneees 114 UBOOT Commands and Flags cceecceceeeeeeeeeeeceeeeeeaaeeseceeeeeeeaeeteeeeeseaeeeeeeeeess 116 Burntlash Commands saiisine aaaea aeaa eaa a Aaaa aa 117 ipbxctl Utility Commande ee eeeeecesceeeeteeeeeeeeeceaeeeeeeeeseeaeeeseaaeeseeeeeeaaeeseeeeseiaaeeees 117 regedit Command EE 118 ShoreTel Server File Gwvsiem 119 ShoreTel 14 2 Maintenance Guide 90 Es Voicemail Enabled Switches Overview Overview Shore
303. nfiguration Parameters Value Format and Parameter Default Description Source audiohaldm gains p8 headsetMicAnalog A numerical value The headset microphone CFG Gain between 18 louder and analog gain level for the 6 quieter Values must IP480 and IP480g be divisible by 3 Default 12 audiohaldm gains p8cg headsetMic A numerical value The headset microphone CFG AnalogGain between 18 louder and analog gain level for the 6 quieter Values must IP485g be divisible by 3 Default 12 audiohaldm gains p2 headsetMicDigital A numerical value The headset microphone CFG Gain between 9 louder and digital gain level for the 3 quieter Values must IP420 be divisible by 3 Default 3 audiohaldm gains p8 headsetMicDigital A numerical value The headset microphone CFG Gain between 9 louder and digital gain level for the 3 quieter Values must IP480 and IP480g be divisible by 3 Default 3 audiohaldm gains p8cg headsetMic A numerical value The headset microphone CFG DigitalGain between 9 louder and digital gain level for the 3 quieter Values must IP485g be divisible by 3 Default 3 audiohaldm gains p2 headsetSpeaker A numerical value The headset speaker analog CFG AnalogGain between 6 louder and gain level for the IP420 18 quieter Values must be divisible by 3 Default 12 audiohaldm gains p8 headsetSpeaker A numerical value The headset s
304. nfiguration Service IPCS Continued ID Severity Level Message Cause Action 2707 Information IP Address for IP Phone The IP address for No action Device MAC address a downed IP of phone gt is set to NULL phone is set to in the configuration NULL database This usually indicates that a new IP phone appeared on the system using the same IP address as the phone that is down 2708 Information The IP Phone Device The IP address Troubleshoot the lt MAC address of assigned to an IP DHCP server to phone gt was unable to be phone is already in determine why it is configured since another use by another IP assigning the same IP Phone device is using phone IP address to two the same IP Address different phones The new phone cannot be configured IP Phone Display Server IPDS Table 68 lists and describes event codes for IPDS Table 68 P Phone Display Server IPDS ID Severity Level Message Cause Action 2800 Information The ShoreTel IP Phone IPDS service No action Display Service Version started X X XXXX X started successfully 2801 Information The ShoreTel IP Phone IPDS service No action Display Service stopped stopped 2802 Error The ShoreTel IP Phone The IPDS service Contact ShoreTel Display Service Version X X XXXX X encountered a fatal error during startup the service is terminated crashed upon startup
305. nformation ShoreTel enhanced SIP protocol is used for communications between the switch and DRS See Figure 12 on page 40 ShoreTel 14 2 Maintenance Guide 39 Loi ShoreTel Server Media Communications Media Communications Media from the perspective of the server connects voice mail and the Auto Attendant to switches and endpoints via the media driver Media travels through the ShoreTel system using Real Time Protocol RTP A voice mail message is normal RTP traffic unless it is a recorded voice mail message moving from one server to another Voice mail media streams conform to the G 711 codec If a switch or IP phone is configured to use G 729 or ADPCM for example for an intersite call a media server proxy is used to transcode between G 729 ADPCM and G 711 Since the media server proxy is a switch resource there are a limited number of G 729 proxies If there are insufficient G 729 proxies then ADPCM is used instead Figure 12 on page 40 shows the switch to switch call control and media communications flows Headquarters Server Telephony Management Service TMS Distributed Telephony Application Service DTAS Call Detail Reporting CDR Database Workgroups z Data Services Client Application Configuration Server CAS IPDS Database TAPI or ShoreTAPI Diagnostics amp Monitoring Softswitch Monitoring ta ShoreTel Voice Switch Database Diagnostics amp Monitoring Server a ShoreTel Voice Switch Legen
306. ng SHAdrTst exe which is included on the client DVD Running SHAdrTst exe 1 From a command prompt or DOS window on the client PC run SSHAdrTst exe by typing SHAdrTst The command lists what Communicator can import Table 52 lists and describes the available options for SHAdrTst exe Table 52 SHAdrTst exe Options Command Description SHAdrTst gt filename txt Transfer the output to a file SHAdrTst debug stdout Include debugging statements in the output SHAdrTst debug stdout gt Include debugging statement in the output filename txt file The output lists all data imported by Communicator Using the History File All Communicator call history records are now stored on the user s managing HQ or DVS server in an SQLite file When a user accesses their Communicator call history from either the Communicator client Communicator for Web or Communicator for Mac this data is recalled from the server side history records for that user The records are stored under the following pathway on the user s server lt ShoreTel Data Folder Root gt UserData lt dnuuid gt withthe name history sq3 Each dnuuid corresponds to a particular user Note L These are SQLite files and must be opened with the appropriate tools for that format to view the data ShoreTel recommends you contact Technical Support for assistance in accessing these files as the call history for individual users can be damaged or lost
307. nge of UDP ports UDP ports and reboot the port range given is not ShoreTel Driver is unable server Or this configuration sufficient or some of the to bind to the UDP ports option may be completely UDP ports are being given in the range eliminated by removing the used by other registry setting This option components in this enables the driver to choose system lt Configured any empty UDP port UDP Range from registry for the Driver gt 2108 Error ShoreTel Media Driver is The UDP ports to be used The administrator must ensure configured with invalid by the Media Driver can be that the UDP port range UDP port range configured using the configured in the registry is lt Configured UDP registry by giving the between 1024 and 65535 After Range from registry for range of UDP ports The providing the correct UDP port the Driver gt driver is configured with an range the system must be invalid UDP port range rebooted 2109 Warning ShoreTel Media Driver A logic assertion in If this error is appearing encountered an ShoreTel Media Driver frequently perform a system assertion statement that failed restart In addition contact failed In some cases an ShoreTel Technical Support assertion failure may and be prepared to provide the precede a more NT system and NT application significant problem The log files for further analysis assertion statement details follow Message description gt Eve
308. nnector for maintenance m 2 RJ 45 connectors for the LAN interface 1 RJ 11 connector for connecting an analog phone extension 9 1 RJ 21X male connector for mass termination of the telephone trunk ports Q Power Failure Transfer Unit Trunk Port 8 to Extension Port 9 a Backup Operator Extension Port 9 ShoreTel 14 2 Maintenance Guide 316 D Switch Port Pinouts ShoreTel 60 RJ 21X Telephone and Trunk Connector ShoreTel 40 Voice Switch Table 87 ShoreTel 60 RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ras cote Tip Pin Tip Cable Color 1 Trunk DID Extension 1 Blue White 26 White Blue 2 Trunk DID Extension 2 Orange White 27 White Orange 3 Trunk DID Extension 3 Green White 28 White Green 4 Trunk DID Extension 4 Brown White 29 White Brown 5 Trunk DID Extension 5 Slate White 30 White Slate 6 Trunk DID Extension 6 Blue Red 31 Red Blue 7 Trunk DID Extension 7 Orange Red 32 Red Orange 8 Trunk DID Extension 8 Green Red 33 Red Green 9 Extension 9 Brown Red 34 Red Brown 10 Extension 10 Slate Red 35 Red Slate 11 Extension 11 Blue Black 36 Black Blue 12 Extension 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow Blue 17 Orange Yellow 42 Yellow Orange 18 Green Yellow 43 Yellow Green 19 Brown Yellow
309. ns eessseeseeeeeeeeeeeesrtesr trete tsttnnnrnensrnnssrnnssrnnsnnssen nent 124 Updating IP Phone Firmware 125 EE MEIER 127 Configuring ShoreTel 400 Series IP Phones 127 Parameter Precedence NEEN 128 Specifying Configuration Parameters on a Phone 128 Specifying Configuration Parameters through DHCP Site Specific Options 134 Specifying Configuration Parameters through Custom Configuration Files 135 Receiving Configuration Settings from a SWitCh ccceeeeceeeeeeeeeeeeeeeseeeeeaes 137 Configuration Parameter 137 Setting up an Alternate Configuration Gerver 146 Viewing IP Phone Diagnostic Information 147 Viewing IP Phones in the ShoreTel Gvstem 147 Viewing Diagnostic Information on a Phone 147 Diagnostic and Failure Messages for 400 Series IP Phones ss cc 155 Displaying Settings for an IP Phone 160 ShoreTel 14 2 Doc Type 121 5 Configuring and Maintaining 400 Series IP Phones Resetting an IP Phone iucceericurerreeneirn a a a aa 160 Clearing a Phone s Configuration Settings cccceccceeeeeeeeeeeeseeeeeeseeeeseneeeeeeneees 160 ShoreTel 14 2 Doc Type 122 5 Configuring and Maintaining 400 Series IP Phones Overview Overview ShoreTel 400 Series IP phones differ from other ShoreTel IP phones in that they use the Session Initiation Protocol SIP While this difference requires administrators to use slightly modified configuration and maintenance procedures the 400 Series IP phones provi
310. nsessresseeeeeernerreererrerrrennss 193 ShoreTel 14 2 Maintenance Guide 159 6 Other IP Endpoints Overview Overview The ShoreTel system manages calls and applications for three types of IP endpoints IP phones SoftPhones and conference bridges IP endpoints are identified by IP address and can exist anywhere on the network All IP endpoints are supported by ShoreTel voice switches which must have sufficient capacity for all the IP endpoints in the system IP endpoints are configured in the system with ShoreTel Director For more information on IP endpoints see the ShoreTel Planning and Installation Guide and the ShoreTel System Administration Guide This chapter provides information about ShoreTel 100 200 500 and 600 Series IP phones For details about ShoreTel 400 Series IP phones see Chapter 5 Configuring and Maintaining 400 Series IP Phones IP Phones ShoreTel IP phones allow you to 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 client applications or can be used independently The IP phone controls basic display operations such as volume level date and time and icons IP Phone Keep Alive The ShoreTel Voice Switches that manage IP phones send a heartbeat to their associated IP phones once a minute If the heartbeat is not acknowledged within approximately four seconds the switch con
311. nt Watch Table 58 lists and describes event codes for event watch Table 58 Event Codes Event Watch ID Severity Level Message Cause Action 1200 Information Event Watch service No action successfully started 1201 Information Event Watch service No action successfully stopped ShoreTel 14 2 Maintenance Guide 258 ES Event Codes System Management Interface System Management Interface Table 59 lists and describes event codes for the system management interface Table 59 Event codes System Management Interface ID Severity Level Message Cause Action 900 Information User lt user name gt Specified user No action successfully logged in logged into ShoreTel Director A user history is maintained for auditing purposes 901 Information User lt user name gt failed The specified user No action Monitor to log in unsuccessfully if the event attempted to log persists into ShoreTel Director While this event may indicate an A user history is unauthorized user maintained for is trying to access auditing purposes ShoreTel Director it most often results from a forgotten or mistyped password Port Mapper Table 60 lists and describes event codes for port mapper Table 60 Event Codes Port Mapper Severity Level Message Action 700 Information lt ShoreTel PortMap gt Port Mapper No action service starting Version service started
312. ntered manually this server overrides the server specified in DHCP option tags 156 or 66 If you specify a list of servers the phone attempts to connect to subsequent servers in the list if a server fails SIP This is the IP address of the ShoreTel voice switch that the phone has successfully registered with or is attempting to register with Directory This is the IP address of the Client Application Server CAS which provides Directory and History services Phone information Software version The version of the phone software that the phone is running Signature ShoreTel internal use only Kernel version The kernel version installed on the phone Boot1 loader The boot loader version installed on the phone version Boot2 loader The boot2 loader version installed on the phone version Model number The ShoreTel model number of the phone MAC address The MAC address of the phone This is a unique number for the device HW version The hardware version of the phone Country The country for which the phone is configured Language The language the phone is configured to use Diagnostics System For details on these menu options see Viewing Diagnostic Information Pi on a Phone on page 147 ing Traceroute Capture Clear configuration Reset phone Log upload ShoreTel 14 2 Doc Type 133 ES Configuring and Maintaining 400 Series IP Phones Specifying Configuration Param
313. o a cap file in inetoub ftproot directory of the ShoreTel server controlling the switch The cap file name is ST lt First 3 bytes of MAC time date gt cap etherMonStart lt bytes gt Bytes is the number of bytes of information you want to capture for example 10000000 Captures ethernet packets for trace purposes Command consumes switch memory Run memShow to display available memory Do not specify more memory than is stack usage information available etherMonStop Stops capturing ethernet packets eval_adm_var Displays information about switch s own bandwidth usage eval_bwm_var Displays information about total and available bandwidth ext_bca_status Displays active BCA calls along with call To be run on switches hosting BCA extensions ext_cco_status Displays information the switch s extension CCOs ext_conf_status Displays MakeMe conference port status xt_debug_levell Logs extension CCO configuration xt_debug_level Sets the extension debugging level Recommend using level 4 ext_pg_status ShoreTel 14 2 Displays active pickup group calls To be run on the switches hosting PG extensions Maintenance Guide 108 C Voicemail Enabled Switches Table 14 CLI Commands Continued Command ext_ecr_status Description Displays all configured Personalized Call Handling rules on switch CLI Commands Notes ext_
314. o a port Event is infrequent and random Maintenance Guide 227 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action 149 Warning Switch lt ShoreTel Voice Switch The echo suppression No action for an isolated Host Name gt Low Erle port software detected a low occurrence lt port number gt echo return loss on the specified port If the error persists follow the course of action suggested for Event 143 151 Information Switch lt ShoreTel Voice Switch Reboot due to configuration No action Host Names Reboot due to change configuration synchronization 152 Warning Switch lt ShoreTel Voice Switch The DSP on this switch is No action for an isolated Host Name gt DSP lt DSP nearing capacity occurrence number gt 80 utilization 153 Error Switch lt ShoreTel Voice Switch The DSP on this switch No action for an isolated Host Name gt DSP lt DSP reached maximum capacity occurrence number gt 100 utilization l In most instances this event If the error persists does not affect operations reboot the switch 157 Error Switch lt ShoreTel Voice Switch The DHCP server In ShoreTel Director Host Name gt Received DHCP responded negatively toa display the Switches NAK for IP address lt IP DHCP lease renewal page and open the Address gt request switch s record The IP address previously Chang
315. o the HQ DVS will use 80 5447 5449 and the traffic between CMiPhone and the reverse proxy will go over whatever reverse proxy port the reverse proxy deployment is configured to use TAPI amp CSIS API Custom Solutions RPC Connection Negotiation TCP 135 MS RPC Port Mapper Call Control TCP UDP 5500 5600 MSRPC Remote TAPI Commands TCP 1024 65535 Remote TAPI Events CSS TCP 5440 ShoreTel 14 2 Port Usage Part 1 Port Usage LE Table 89 Port Usage Part 1 Continued Destination Device Originating Device Switch V Switch Service Appliance IP Phone Communicator Other Like SIP endpoints Configuration Control UDP 68 DHCP Client Call Control UDP 5060 SIP Media Stream UDP 10000 10550 RTP for SIP Maintenance TCP 23 Telnet UDP 161 SNMP Configuration Control UDP 68 DHCP Client Call Control UDP 5060 SIP Media Stream UDP 10000 10550 RTP for SIP Maintenance TCP 22 SSH UDP 123 NTP UDP 161 SNMP Configuration Control UDP 68 DHCP Client Media Stream UDP 10000 10550 RTP for SIP Maintenance TCP 22 SSH UDP 123 NTP UDP 161 SNMP Configuration Control UDP 68 DHCP Client Maintenance TCP 23 Telnet Windows Instant Messaging OCS Refer to Microsoft documentation for Office Communicator ports http technet microsoft com en us library bb870402 aspx Instant Messaging Converged Conferencing TCP 80
316. oard failure Return for repair 2 0V too low value d dV 182 Error 2 5V too high value d dV Board failure Return for repair 2 5V too low value d dV ShoreTel 14 2 Maintenance Guide 231 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action 183 Error 3 3V too high value d d V Board failure Return for repair 3 3V too low value d dV 184 Error 12V too high value d dV Board failure Return for repair 12V too low value d dV 185 Error 25V too high value d dV Board failure Return for repair 25V too low value d dV 186 Error 48V too high value d dV Board failure Return for repair 48V too low value d dV 187 Error 75V too high value d dV Board failure Return for repair 75V too low value d dV 188 Warning Operating temperature below Temperature in room too Fix the environment normal cool 189 Error Operating temperature too cold Temperature in room too Fix the environment cold 1300 Information Switch lt ShoreTel Voice Switch The trunk on the specified Check the trunk and Host Names Trunk on port port was continuously active verify that an active call lt port number gt connected for for the number of minutes is in progress lt number of minutes gt minutes specified If no callis present reset This message is gene
317. ocation Service Location Service UDP 5441 Call UDP 5441 Call UDP 5441 Call Media Stream Control Control Control UDP 10000 UDP 5443 UDP 5443 UDP 5443 10550 RTP Bandwidth Bandwidth Bandwidth configurable Manager Manager Manager UDP 5445 UDP 5445 UDP 5445 Admission Control Admission Control Admission Control Traceroute Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP UDP same as RTP 322 Maintenance Guide ShoreTel 14 2 Port Usage Part 1 Originating Device Service Appliance Switch Call Control UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Table 89 Port Usage Part 1 Continued V Switch Call Control UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control Media Stream UDP 10000 10550 RTP configurable Traceroute UDP same as RTP Destination Device Service Appliance Call Control UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control
318. ocking access to a site and gather information about the structure of a network and the IP address ranges associated with a host The traceroute command can be executed from the switch s command line or from the ipbxctl exe utility Running the Traceroute Command from the ShoreTel Voice Switch CLI 1 Open a Telnet session and enter traceroute lt IP address gt IP address is the address of the target destination and is a mandatory parameter It must be in double quotation marks 2 Press Enter Traceroute displays information about the number of hops host IP addresses and the amount of time required for each hop Table 12 on page 86 lists and describes the parameters that can be used with the traceroute command when executing the command from the ShoreTel Voice Switch command line Table 12 Traceroute Parameters Parameter Description target IP This parameter specifies the target IP address of the traceroute This address parameter is mandatory IP addresses must be used and surrounded by quotes DNS names are not supported C Probe on ShoreTel call control ShoreSIP port using a ShoreSIP Request message to determine if the packets flow from the switch through the network This parameter uses fixed ports and version compatibility among all ShoreTel switches receiving packets e This parameter specifies the use of a fixed destination port and an incrementing source port By default traceroute increm
319. ode to 100 Mb HD 0x42040 Table 8 Boot Flags Command Description 0x0 Network speed and duplex mode auto negotiate 0x20 Disable login security 0x40 Use DHCP to get boot parameters 0x1040 Use bootp to get boot parameters 0x2000 Disable ShoreTel shell 0x10000 Network speed and duplex mode 10 Mb full duplex fixed 0x20000 Network speed and duplex mode 10 Mb half duplex fixed 0x30000 Network speed and duplex mode 100 Mb full duplex fixed 0x40000 Network speed and duplex mode 100 Mb half duplex fixed Setting IP Address and Boot Parameters from the VxWorks Boot Monitor If you are unable to access the ShoreTel Voice Switch CLI you can access the same configuration options available with the bootChange command from the switch s boot monitor ShoreTel 14 2 Maintenance Guide 71 E ShoreTel Voice Switches ShoreTel Voice Switch Configuration Reset WARNING Making incorrect settings in the boot monitor can cause the switch to malfunction 1 Connect a serial cable between a personal computer and the ShoreTel Voice Switch 2 Use a terminal emulation program such as HyperTerminal to open a connection to the switch 3 Apply these values to the terminal settings m Speed 19 2 kbps Data bit 8 bits Stop bit 1 Parity No parity Flow Control None 4 Type c atthe prompt for SG 24 T1 or E1 switches and press ENTER You are guided through the options liste
320. ol is a key concept of the ShoreTel system Based on the industry standard Session Initiation Protocol SIP ShoreTel s distributed call control software runs on every ShoreTel voice switch in the ShoreTel system Each switch call control element manages the call setup and teardown for the endpoints that it supports both analog and IP ShoreTel 14 2 Maintenance Guide 16 a ShoreTel Architecture Distributed Call Control The voice switches communicate on a peer to peer basis eliminating any single point of failure For instance if one ShoreTel voice switch goes offline all other ShoreTel voice switches continue operating When the voice switch comes back online it rejoins the voice network There is no server involved with the basic telephony so the system delivers levels of availability unmatched by even legacy vendors ShoreTel voice switches build an internal routing database from the peer to peer communication with other switches Each ShoreTel voice switch contains routing information for all endpoints in the system including information regarding trunk selection for outbound calls The exception is when Distributed Routing Service is enabled For more information see Distributed Routing Service When a user places a call from any extension each switch can route the call to the correct ShoreTel voice switch based on its internal routing database Sites can typically support up to 500 ShoreTel voice switches depending on the system
321. ommand line tool from the bash shell RegEdit may be used to set logging levels on applications and set other parameters that change their behavior L Note The Registry is a ShoreTel construct not part of Linux Diagnostics and Repair The Service Appliance uses the same switch architecture as the voicemail enabled switches See Booting and Restarting Voicemail Enabled Switches on page 97 for a detailed description of the booting and restarting process The Service Appliance does not use compact flash As such compact flash commands and boot methods do not apply to the Service Appliance Also the Service Appliance does not capture audio output from a switch port Restore Factory Default If the Service Appliance becomes non operational due to corruption of the OS or application it may be possible to restore the appliance to an operational state Procedural steps to follow depend upon whether a backup exists for the appliance to be restored whether HTTPS is being used and whether the Service Appliance is in a single appliance installation or one of multiple Service Appliances in a distributed system Depending on configuration various recovery steps may be required Turn oftion HTTPS and uploading of SSL certificates detailed in the Service Appliance Planning Installation and Administration Guide Configuring an Service Appliance with original IP address settings detailed in the Service Appliance Planning Installation
322. one models updates phone firmware but the reboot process for these phones can also be managed through the Diagnostics amp Monitoring system Because the Diagnostics amp Monitoring system selects any available server from which to download the firmware update you should ensure that all servers in the system including servers that do not manage voice switches have the latest firmware installed If the Diagnostics amp Monitoring system directs the phones to download from a server that does not have the specified firmware version the download fails and the phones do not attempt to obtain the firmware from another server The Diagnostics amp Monitoring interface provides a flexible approach for updating firmware because you can manage the firmware download and installation process in stages f you want to download firmware to phones independently of installing it use the Download command You can choose to run this command at a time when you can spare the network bandwidth needed to accommodate the download After firmware is loaded onto the phones you can use the Update or Update When Idle commands at a later time to install the firmware that you have already downloaded without downloading it again f you want to download firmware to phones and install it immediately use the Update command You can also use this command to install phone firmware that you have previously downloaded ShoreTel 14 2 Doc Type 125 15 Configuring and
323. one Information for ShoreTel 400 Series IP Phones Continued Admin Options Menu Item Ethernet Option Name Description Network port Choose automatic configuration Auto or choose speed and duplex modes The recommended value is Auto PC port Choose to disable the PC port or choose automatic configuration Auto or speed and duplex modes The recommended value is Auto 802 1Q On or off as dictated by the Use 802 1Q option in the Network policy menu VLAN ID The Virtual LAN identifier The default is 0 which means that VLAN tagging is disabled PCP The IEEE P802 1p Priority Code Point PCP value The default value is 5 Use 802 1X Choose to enable or disable IEEE 802 1X link layer authentication If enabled enter the username and password Note the following points about 802 1X usage f the phone has 802 1X turned on but the network does not have 802 1x authentication the phone functions normally and does not need a username and password m f the network has 802 1X and the phone s user name and password credentials are missing or invalid the phone prompts for a username and password on startup Username The user name to enable 802 1X link layer authentication Password The password to enable 802 1X link layer authentication Authenticated The current status of 802 1X authentication ShoreTel 14 2 Doc Type 131 5 Configuring and Maintaining 400 Series IP Phones Sp
324. oot flags control switch operations after startup For a description of UBOOT commands and flag values see UBOOT Commands and Flags on page 116 Steli The ShoreTel Shell stcli displays and modifies system configuration parameters You can implement static or dynamic IP addressing for the switch from stcli You can also reboot the switch from stcli The main stcli menu appears below the ShoreTel logo The switch model number is displayed in the command introduction line directly above the menu stcli commands are described in Stcli Commands on page 101 ShoreTel 14 2 Maintenance Guide 94 Es Voicemail Enabled Switches Switch Utilities To open stcli Access the Maintenance port as described in Accessing Utilities from the Serial Port on page 91 If the window displays the Linux prompt enter stcli on the command line Access through SSH and log in as the administrator as described in Accessing Utilities from SSH on page 92 Exiting stc1i returns the user to the login prompt CLI The command line interface CLI accesses diagnostic tools manipulates debug setting levels and displays system information Cli can be run from any remote SSH session or from Windows prompts originating from the local host the controlling Distributed server or the Main ShoreTel server To access cli do one of the following Open a Linux BASH shell through the root account see Accessing Utilities from SSH on page 92 and enter cli
325. opped or Switch lt ShoreTel Voice Switch Host Name gt Monitoring Agent was stopped 1356 Warning Switch lt ShoreTel Voice Switch A recoverable error Be aware that metrics Host Name gt Monitoring Agent occurred for the ShoreTel collected for a specific Warning lt message gt Monitoring Agent call might be inaccurate 1357 Error Switch lt ShoreTel Voice Switch The ShoreTel Monitoring Restart the switch If the Host Names Monitoring Agent Agent experienced a fatal problem persists Warning lt message gt error and is no longer contact ShoreTel running As a result call Technical Support metrics are not collected for calls to that switch Telephony Management Service TMS Table 55 lists and describes event codes for TMS ShoreTel 14 2 Maintenance Guide 236 Telephony Management Service TMS Table 55 Event codes TMS ID Severity Levels Message Cause Action 200 Error TMS Assertion Failure TMS encountered a Restart the TMS lt parameters gt non fatal error service Contact ShoreTel Technical Support and submit a support incident 201 Information ShoreTel TMS service TMS service No action started Version started lt version number gt 202 Information ShoreTel TMS service TMS service No action stopped stopped If the stoppage was unintentional check the event logs for a cause 203 Information Updated switch Switch upgraded to No action lt ShoreTe
326. or experienced a non Technical Support lt error code gt fatal error and be prepared to provide the CSIS The embedded log for review error code is a CSIS or Microsoft error code 2402 Information User lt username gt at The specified user No action Workstation is authenticated for lt workstation name gt CSIS server authenticated access 2403 Information User lt username gt at The specified user No action Workstation is no longer lt workstation name gt authorized for CSIS authentication revoked server access lt reason gt Causes include client logout or an inactive connection as the result of a client going offline without logging out 2405 Information CSIS Web Services CSIS Service No action execution enabled started Client access to CSIS Services is enabled 2406 Warning CSIS Web Services CSIS Service No action execution disabled stopped Client access to CSIS The eventis Services is assigned a severity disabled level of warning because a service Web services CSIS is disabled continue to run and no longer accept logins or requests But the result is non destructive the service can be enabled at any time ShoreTel 14 2 Maintenance Guide 264 ES Event Codes IP Phone Configuration Service IPCS IP Phone Configuration Service IPCS Table 67 lists and describes event codes for IPCS Table 67 Event Codes IP Phone Configuration Service IPC
327. oreTel 14 2 Maintenance Guide 303 D Switch Port Pinouts ShoreTel T1k Voice Switch ShoreTel T1k Voice Switch Figure 26 ShoreTel T1k Front Plate Audio Input Port music on hold Status Network LAN 1 Telco LED LEDs Connector T1 LEDs Port Shorelel ShoreGear T1k Default Switch v Ko LINKIACT LAN2 100 MAINT T1 MON Power Network RS 232C LED LEDs Maintentance Port Audio Output Port LAN 2 Monitor night bell Connector Port Switch Capacity Digital Circuit Resources 24 channels maximum a One 11 circuit 24 channels per circuit a Make Me Conference Resource None Maximum IP Phone Resources None ShoreTel T1k Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface a 1 RJ 45 T1 telco port a 1 RJ 45 T1 monitor port for connecting test equipment ShoreTel 14 2 Maintenance Guide 304 D Switch Port Pinouts ShoreTel E1k Voice Switch ShoreTel E1k Voice Switch Figure 27 ShoreTel E1k Front Plate Audio Input Port music on hold Status Network LAN 1 Telco LED LEDs Connector E1 LEDs Port Gi ShoreTel ShoreGear E1k Default o Switch Va M uinkiact LAN2 100 MAINT E1 MON Power Network RS 232C LED LEDs Maintentance Port Audio Output Port LAN 2 Monitor night bell Connector Port Switch Capacity
328. oreTel Distributed IP Voice Architecture 0 ccccceeeeeceeeeeeeeeeeeeeeaeeeeneeeseaeeeeeeeees 15 Distributed Applications Plattform 16 Distributed Call Control 16 Single System Management 18 ShoreTel System Communications ssseeseeseeseeeeieesinessrresrrnsrnsstn nntu nennnnnnnsrnnnennn 19 Call ee te EE 19 Media Gateway Control Protocol 22 GOMPMQUIATION EE 22 TAP and Shore TAP ET 23 NOD alice EE 25 System Reliability cic cesses sive lekadeciavecdesanete ate pete aaeeeiai aiia eian addera 27 Distributed Switch Control 27 Public Switched Telephone Network PSTN Failover 28 CDR Data Storage ed dCet eu sc dacedeads ct ceaued aaa aa aaa E aaa aE 29 W UR EE 29 Maintenance Guide 11 a ShoreTel Architecture On hook Call from Communicator 0 ccccc eee c cece ee eeecccees cee eeceseesaueeeeceseeaeaeeeeeeees 29 Quick Dial Call from Communtcator cece cceececceece cee eeceeeesueeeeeeeseeseneeeeeeeeas 30 Inbound Call from a Trunk cc cccec cece cece eeceeececeee aai aaia eaaa eaaa ii Ka ShoreTel 14 2 Maintenance Guide 12 a ShoreTel Architecture Overview Overview The ShoreTel system is a highly distributed highly reliable voice communication system A complete ShoreTel system is composed of the following fundamental components ShoreTel servers ShoreTel voice switches IP endpoints such as IP phones Client applications The system may also include ShoreTel Conferencing and
329. ound ring Collect detected caller ID Yes pa Digits collected Was call setup successful Yes Setup call leg to Auto Attendant voice mail Direct call to Backup Auto Attendant Play greeting Is Setup call le SR io destination destination Valid Digits Play Answer call reachable digits collected greeting connect switch Go to Play prompt Backup Auto do not understand Attendant that request Apply too many errors rule Did Connect destination endpoints answer call legs Send to No Answer destination Figure 9 Call Flow for an Inbound Trunk Call ShoreTel 14 2 Maintenance Guide 31 This chapter provides an overview of ShoreTel servers It contains the following information ShoreTel 14 2 CHAPTER ShoreTel Server Nee isciisibeieced EEE E O E E ERS E 34 Headquarters Server E 34 Distributed Voice Servers DV 34 Configuration Communications sesessseessseeeeeeeseeeneeteesttiisestnessrnnntnnsennsnnnnnnnstnn ne 35 EEN 36 Internet Information Service E 36 Ee 37 Oe 37 Client Application Server CAS 37 l Ve 37 eeleren 38 Event Wath E 38 Call Detail Reporting CDR 38 Call Control Communications eee cece ee eeeeeeeeeeeeeeeeeeeaaeeteeeeeesaaaeeeeeeeeessaeeteees 38 Telephony Application Programming Interfa
330. ovider open the Phone and Modem Options tab in the Windows Control Panel ShoreTel 14 2 Maintenance Guide 38 2 ShoreTel Server Call Control Communications WARNING Never modify the TAPI properties of the ShoreTel Remote TAPI Service Provider Modified TAPI properties can cause ShoreTel clients or applications to fail For information about how to test TAPI connectivity from the client side see Chapter 8 ShoreTel Client Applications Telephony Management Service TMS Desktop and Distributed Telephony Browser Application Service DTAS Call Detail Reporting Account Code Ss o EE Collection ACC a ae atabase Workgroups Data Services Configuration Database ShoreTel Director Client Application Server CAS IPDS 1 TAPI or ShoreTAPI Diagnostics amp Monitoring Monitoring Database Diagnostics amp Monitoring Server Monitoring Service Internet Information Server IIS ShoreTel Voice Switch ShoreTel Voice Switch Softswitch Distributed Routing Service DRS Legend Voicemail Media Driver System ShoreTAPI Peng Network Call Control NCC Pm Remote Procedure Call Figure 11 ShoreTel Server TAP Communications Distributed Routing Service DRS DRS on each server provides routing information when switches cannot route the call in the local site and require intersite call routing i
331. p to 2 Differentiated services code CDG 0 ASCII point for audio packets Allowed characters values of 0 to 63 DscpSignaling Up to 2 Differentiated services code CFG 0 ASCII point for audio packets Allowed characters values of 0 to 63 DtmfLevels Up to 3 This specifies the DTMF level in CFG 10 ASCII dB of in band tones sent from Characters the phone to the network The allowed values are 1 to 20 These are attenuation levels in dB so 1 is louder than 20 ShoreTel 14 2 Maintenance Guide 176 6 Other IP Endpoints IP Phone Configuration Table 33 Phone Configuration Parameters Continued Parameter Value Type Value Source Default Ethernet1l Up to 10 Status of the 1st Ethernet CFG MA 1 Auto ASCII Interface N Character Ethernet2 Status Speed Duplex Where Status is 0 or 1 disabled or enabled Speed Duplex is one of the following Auto 10 FD 10 HD 100 FD 100 HD 1000 HD 1000 FD Ethernet2 Up to 10 Status of the ond Ethernet CFG 1 Auto ASCII Interface MAN Character Ethernet2 Status Speed Duplex Where Status is 0 or 1 disabled or enabled Speed Duplex is one of the following Auto 10 FD 10 HD 100 FD 100 HD 1000 HD 1000 FD FontPixmap Up to 32 Name of the bmp format file CFG fontpixmap bmp ASCII that contains the font pixmap Character Format is windows bmp 16 color except on the S6c where it is 256 colors ShoreTel 14
332. peaker analog CFG AnalogGain between 6 louder and gain level for the IP480 and 18 quieter Values IP480g must be divisible by 3 Default 12 ShoreTel 14 2 Doc Type 140 ES Configuring and Maintaining 400 Series IP Phones Configuration Parameters Table 23 Configuration Parameters Value Format and between 9 very loud and 33 quiet Values must be divisible by 3 Default 24 for the IP485g Sidetone refers to the level at which you hear your voice while speaking into a handset Parameter Default Description Source audiohaldm gains p8cg headsetSpeaker A numerical value The headset speaker analog CFG AnalogGain between 6 louder and gain level for the IP485g 18 quieter Values must be divisible by 3 Default 12 audiohaldm gains p2 headsetSpeaker A numerical value The headset speaker digital CFG DigitalGain between 6 louder and gain level for the IP420 6 quieter Values must be divisible by 3 Default 0 audiohaldm gains p8 headsetSpeaker A numerical value The headset speaker digital CFG DigitalGain between 6 louder and gain level for the IP480 and 6 quieter Values must IP480g be divisible by 3 Default 0 audiohaldm gains p8cg headsetSpeaker A numerical value The headset speaker digital CFG DigitalGain between 6 louder and gain level for the IP485g 6 quieter Values must be divisible by 3 Default 0
333. phone Furthermore if there is more than one hardware version for each phone model you can select a unique build to deploy to those phones as appropriate The system prevents you from accidentally downloading a firmware version that is incompatible with a phone s hardware version H there is no firmware version appropriate for a particular phone loaded on the server you can select Skip from the Version drop down list To download and install a firmware upgrade 1 Launch ShoreTel Director 2 Click Maintenance gt Diagnostics amp Monitoring The Dashboard page is displayed 3 Click Status gt IP Phones The IP Phones page is displayed 4 Select the check box for each phone for which you want to upgrade firmware 5 In the Command drop down menu select Update 6 Click Apply 7 Inthe Confirmation dialog box do one of the following To apply the recommended firmware version click OK To select a particular firmware version a Click Advanced ShoreTel 14 2 Doc Type 126 ES Configuring and Maintaining 400 Series IP Phones Boot Process b For each type of phone selected in the Version drop down list designate the firmware version c Click OK The Firmware Status column shows the progress as the firmware is downloaded and applied The phones reboot Boot Process The boot process varies depending on whether your network uses Dynamic Host Configuration Protocol DHCP or static configuration DHCP ShoreTel IP
334. phone did not obtain the IP address of a SIP switch from the configuration files The most likely cause of this error is that the configuration server is down SIP authorization failed SIP bad request SIP connection keep alive timeout SIP connection timeout SIP invalid username SIP permission denied SIP registration failed SIP registration stopped SIP server internal error SIP server timeout SIP service unavailable SIP switch failure stale calls will be dropped You can obtain details about the error condition as follows m On the IP480 IP480g or IP485g models press the Details soft key ma On the IP420 the gt character indicates that details are available Press the selector button on the navigation key pad and scroll to the menu item marked by Press the selector button to see details about the error condition If you need more information to resolve the problem you can perform the following actions in the following order until the problem is resolved a Use the Ping or Traceroute tools in the phone s Diagnostic menu to check network connectivity to the voice switch and configuration server m Check the status of the phone s call control switch If the switch is down the phone cannot register with the switch The problem should resolve when the switch returns to normal operation Check the date and time on the phone s display while the p
335. phone test set to the line then go off hook and listen for a dial tone If no dial tone is present report the problem to your service provider 110 Information Switch lt ShoreTel Voice Switch The system administrator No action Host Names Trunk on port took the port out of service lt port number gt taken out of service by the administrator 111 Information Switch lt ShoreTel Voice Switch The trunk line is again No action Host Names Trunk on port functional and is back in lt port number gt is back in service service 112 Information Switch lt ShoreTel Voice Switch Trunk is back in service No action Host Name gt Trunk on port lt port number gt put back in service by the administrator 113 Warning Switch lt ShoreTel Voice Switch Specified extension port Put the port back in Host Names Extension on port removed from service service when the system lt port number gt taken out of administrator indicates service by the administrator that it is appropriate 114 Information Switch lt ShoreTel Voice Switch Specified extension port is No action Host Name gt Extension on port back in service lt port number gt put back in service by the administrator ShoreTel 14 2 Maintenance Guide 224 ES Event Codes Table 54 Event Codes Switches Continued Switches ID Severity Level Message Cause Action 115 Information Switch lt ShoreTel Voice Switch The switch was reset and
336. phones are pre configured to work with your network s DHCP server After the servers and voice switches are configured the phones are automatically added to your ShoreTel system when they are connected to the network Upon booting IP phones use the configuration server address to acquire their configuration specifications The configuration server address is set in the DHCP site specific options option tag 156 Alternatively if DHCP is used without site specific options the server returned by DHCP option tag 66 Boot Server Host Name field is used for configuration If DHCP is used without option tags 156 or 66 the phones are not automatically added to the system Static configuration lf 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 on the IP phone For details see Specifying Configuration Parameters on a Phone on page 128 After the IP phone obtains the configuration server IP address or addresses it downloads configuration files from the configuration server using HTTP unless otherwise specified If the configuration server cannot be reached or if a configuration file cannot be located the phone uses the last successfully loaded configuration parameters After a phone is finished reading configuration files the current parameters are saved in flash memory Configuring ShoreTel 400 Series IP Phones This section describes how you can specify cus
337. pleting changes to the configuration type Exit to close the CLI Reboot the switch Reboot Methods A Shoretel voicemail enabled switch can be rebooted via a flash boot a default button FTP or burnflash each of which is described in this section ShoreTel 14 2 Maintenance Guide 98 Es Voicemail Enabled Switches Switch Diagnostics and Repair Flash Boot The standard method for booting a ShoreTel voicemail enabled switch is to boot from the switch s flash memory When a switch is first powered on it reads the boot parameters stored on the non volatile memory which instructs the switch to load software from flash memory When the software starts it loads its configuration which is also stored in flash memory Default Button The Default Button is the small paperclip button on the left side of the switch Pressing this button replaces the two configuration files with their default variants The Compact Flash is not affected Pressing this button and holding for 10 seconds in addition to replacing the configuration files removes all files from the Compact Flash FTP Boot Booting from FTP is available when you cannot boot the switch from internal memory When booting a switch from FTP the operating system and software are loaded from the FTP site identified in the boot parameters The loaded files define a default configuration Voicemail services on the switch are disabled after booting from FTP and are restarted on
338. ported a bandwidth Monitor the outbound call volume and trunk threshold has been exceeded utilization percentage above the utilization within the site to determine if there accepted threshold High could be a correlation between the number bandwidth utilization could result of calls and the bandwidth usage from excessive network activity This alert clears automatically when the because of high call volume or bandwidth utilization percentage for the site some other cause High sustains a level below the critical threshold bandwidth utilization could also for 3 minutes meari thattnere IS Simp ynol Collect all necessary logs and screen shots enough network bandwidth for 8 e the site before contacting the ShoreTel Technical Support for further assistance if the problem persists Warning Bandwidth utilization warning A site has reported a bandwidth Monitor the outbound call volume and trunk threshold has been exceeded utilization percentage above the utilization within the site to determine if there accepted threshold High could be a correlation between the number bandwidth utilization could result of calls and the bandwidth usage from excessive network activity This alert clears automatically when the because of high call volume or bandwidth utilization percentage for the site some other cause High sustains a level below the threshold for 3 bandwidth utilization could also minutes mear thattnere iS Simp y nol Coll
339. proxy port the reverse proxy deployment is configured to use Configuration Control TCP 5440 CSIS TCP 5447 CAS TCP 5449 5469 web proxy Mgmt API TCP 80 HTTP Online help Web TCP 5449 5469 web proxy WCM Options page Mgmt API TCP 80 HTTP Session Mgmt AD non AD login auth amp web content TCP 5447 CAS Mobile TCP 80 MCM Server Windows Instant Messaging OCS Refer to Microsoft documentation for Office Communicator ports http technet microsoft com en us library bb870402 aspx Instant Messaging Converged Conferencing TCP 80 ShoreTel 14 2 Maintenance Guide 331 Table 90 Port Usage Part 2 Continued Originating Device Softphone Destination Device Distributed Voice Server Headquarters Server Port Usage Part 2 UDP 10000 10550 RTP configurable Media Stream UDP 10000 10550 RTP configurable Distributed Voice Server Traceroute UDP same as RTP UDP 10000 10550 RTP configurable RPC Connection Negotiation TCP 135 MS RPC Port Mapper Call Control TCP UDP 5500 5600 MSRPC DTAS TMS Commands TCP 1024 65535 DTAS TMS Events UDP 5440 Location Service TCP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive TMS UDP dynamic 1024 65535 broadcast TMS TMS disaster recovery TCP 5430 TMS DTAS interserver communication Dis
340. purposes it can be important for the service s to remain inactive This status of the service s is shown in the output of the getsvcstatus command Syntax disablesvc lt service name gt orall dump Dump The dump command sends a dump command to certain services This command is used by ShoreTel engineering for debug only Typically the dump command dumps a service s internal state to a log file The dump command does not work on all services Syntax dump lt service name gt enablegroup Enable a group of services The enablegroup command enables one or more groups of services after they have been disabled by the disablegroup command These two commands apply to troubleshooting Syntax enablegroup lt group name gt or all enablesvc Enable service The enablesvc command enables one or more services after they have been disabled by the disablesvc command These two commands apply to troubleshooting Syntax enablesvc lt service name gt orall Maintenance Guide 104 Es Voicemail Enabled Switches SVCCLI Commands ShoreTel 14 2 rasecf Erase CF The erasecf command completely erases all the contents of a CF card Back up the CF before using this command Examples of reasons to erase the CF are as follows a To correct suspected memory corruption a To erase a CF that is both formatted and mounted The formatcf command is not available for a CF card that is formatted and mounted After CF erasure t
341. r If event persists call ShoreTel Technical Support 1005 Information Voice Mail disk usage is The hard drive on which the Free up disk space on the hard greater than 90 percent message storage directory drive where shoreline data vms shoreline data vms resides_ resides is nearly full When no disk space remains Voice Mail is unable to store new messages This error appears once each day when the system disk is more than 90 full ShoreTel 14 2 Maintenance Guide 252 Kai Event Codes Voice Mail Port Manager Table 56 Event Codes Voice Mail Port Manager Continued ID SE Message Cause Action Level 1006 Information Error writing mail box file The Voice Mail system failed The write failure can result from to disk to a mailbox dat file on the corrupted data or a Windows NT disk where the message error storage directory shoreline data vms resides Verify that the hard drive or drive partition where shoreline data vms resides is operating properly Correct any disk problems and restart the server 1007 Information Error disk got full when The hard drive on which the Free up disk space on the hard writing mail box lt mail message storage directory drive where shoreline data vms box number gt shoreline data vms resides resides is full The mail box a user attempted to create was not added 1009 Information Failed to get lt registry Unable to ope
342. r ShoreWare CSIS ShoreTel Provides notification for VM Server CSISVMSVC clients and voicemail ShoreWare ShoreTel DBUpdateSvc exe Accepts database updates Database DBUpdateSvc from remote computers Update Server ShoreTel ShoreTel Director Provides diagnostics and Director monitoring capabilities for ShoreTel system components ShoreTel ShoreTel Provides a ShoreTel Web Director Proxy DirectorProxy Server and a reverse proxy for the Shore Tel Director Service ShoreWare ShoreTel DirectorUtil KadotaUtil exe Provides miscellaneous x Director Utilities capabilities for ShoreTel Director including controlling services browsing the NT event log and generating content for Quick Look ShoreWare ShoreTel DRS DRS exe Allows the ShoreTel x Distributed system to scale beyond ShoreWare Event Service ShoreTel EventSvc CEService exe Distributes events to ShoreTel applications and services ShoreTel 14 2 Maintenance Guide 53 ES ShoreTel Server Table 3 Service Descriptions Continued Services Service Name Service ID Process Description Distributed Server ShoreWare ShoreTel EventWatch EventWatch exe Monitors the NT Event Log X Event Watch and delivers email Server notifications of selected events ShoreTel ShoreTel This service enables the Monitoring MonitoringService monitoring processes Service necessary for the ShoreTel Diagnostics amp Monitoring system ShoreWare
343. r A server address in the The address of the computer CFG following format running the syslog server application lt P_address or DNS_name gt port_num ber protocol The protocol is either tcp or udp The protocol and port number are optional If not specified the default port is 514 and the default protocol is udp user headsetType One of the following The default headset type CFG values l Note SIP overrides the SIP wired headset setting specified in wireless a configuration file with the Phone Default wired user s headset preference configured in ShoreTel Director Users can change the headset type on the IP480 IP480g IP485g phones For information about automatic off nook and headset type settings see the ShoreTel System Administration Guide user timezone The time zone specified The time zone for the time CFG in plain text displayed on the phone Phone Default Pacific The time zone specified Standard Time overrides the time zone value provided by the switch ShoreTel 14 2 Doc Type 145 ES Configuring and Maintaining 400 Series IP Phones Setting up an Alternate Configuration Server Setting up an Alternate Configuration Server If any of the default network configuration settings on the phone are not appropriate for your production network to save time you might want to stage phones by using a custom configuration file on an alternate configuration server and network rather than manually c
344. r Messages eesseeseesesseerssesssnersrnortnneeunueennstenssernssrnneseneeens 163 Diagnostic and Failure Messages 0 00 eee eeceeeeeeeenneeeeeeeeeaaeeeeeeeaaaeeeeeeeaaaeeeeeeeaaas 163 Troubleshooting the IP Phone Display 00 0 0 ceceeeeeeeeeeeeeeeeeeeneeeeseeeaeeeeeeseaas 165 Phone Display Is Incorrect eee eaaeeeeeeeaeeeeeeeeaeeeeeneaa 165 Manual Phone Configuration c cccccceececeeeeeseeeeceeeeeeaeeeseaaeeeeaeeeeseaeeeseeeesaas 167 Displaying IP Phone Settings ccccccecseeeeeeeeeeeeeceeeeeeeeeeseaeeeeeaeeeseaeeeeeneeeeaas 169 Resetting the ShoreTel IP Phone cecccceeeeeeeeceeeeeeaeeceeeeeeeeeaesecueeeseaeeneaes 169 Configuration for ShoreTel IP Phones 169 Maintenance Guide 158 6 Other IP Endpoints Boot Configuration Operation 169 IP Phone Configuration cccccccccseeeeseeeceeneeeeeseeseceeeeseaeeeeeeeeessaeeeceeeeesnaeeesaes 169 Local Keypad Procedures iscccscicessaswetesetancenustbtaadeauesssaivenantssanceuveusaedeuestvanveneel ais 184 PhoneCTL Command Line Tool 187 ell Tue 187 Configuring Syslog Functionality for the ShoreTel IP Phones sseessseesseeenn 188 Retrieving Information about the IP Phone 190 SOPPHONG ieee aaron se niet ee ec E aN Ta 192 EINEN e TEE 192 TASTO EE 192 PING denen E ease enee E E E ins S 193 Hold Multi line IP Phones s sssessesssesssssssnsssnsssnrssnrsssrrsssrnnnsrnsssnnssrnnernnnrnnnnennne 193 Hold Single line IP Phones IP110 1P115 esee
345. r ShoreTel IP phones uses RTP Make Me conference calls that involve at least one non 400 Series IP phone and a 400 Series IP phone also use RTP RTP is used in these scenarios even if SRTP is enabled through the Media Encryption option in ShoreTel Director Client Application Server CAS Service On the ShoreTel 400 Series IP phones the ShoreTel Client Application Server CAS supplies information such as call history configuration details directory workgroup agent status and visual voicemail If CAS is inaccessible these services are not available but a phone can still make and receive calls Updating IP Phone Firmware While earlier ShoreTel phones automatically download available new firmware upon rebooting updating firmware on the 400 Series IP phones is a process you manage through the new Diagnostics amp Monitoring system that you access through ShoreTel Director This new method of updating phone firmware is different from the method used in previous releases With this method the existence of new firmware on the server does not cause phones to automatically download a firmware upgrade Instead phones download new firmware only after they are selected and the appropriate commands are applied through the Diagnostics amp Monitoring system For 400 Series IP phones the previous method used for updating firmware is not supported rebooting the 400 Series IP phones does not update the phone firmware Rebooting earlier ShoreTel ph
346. r configured for the httpResources configuration parameter check the status of that server Otherwise check the status of the Headquarters server Error applying hotfixes Confirm that the hotfix is applicable to the current phone release If the hotifx is not applicable remove it Error downloading hotfixes The hotfix could not be obtained from the server Ensure that the hotfix specified in the phone configuration files on the server matches the hotfix files installed on the server Failed to connect to server Check the status of the Headquarters server Invalid SNTP time zone In ShoreTel Director on the Sites page check the value of the Time Zone parameter Log generation failed Reboot the phone and try the log upload again Log upload failed Reboot the phone and try the log upload again If the diagnosticServers configuration parameter was used to specify a destination for log and capture uploads check the status of that server Otherwise check the status of the Headquarters server ShoreTel 14 2 Doc Type 156 ES Configuring and Maintaining 400 Series IP Phones Diagnostic and Failure Messages for 400 Series IP Phones Table 24 Error Messages Continued Message in Remote Message on Phone Syslog and or in Display Details View of Interpretation and Action Phone Message No config server If using DHCP ensure that a configuration server is specified specified in
347. ra reset caused by pressing the reset button Action Reburn flash memory On the ShoreTel server open a command prompt window and change the directory to the ShoreTel server directory typical path is Program Files Shoreline Teleworks Shore Tel Server Enter the burnflash command in this format burnflash s5 lt IP address gt Use the IP address of the switch you are upgrading When the burnflash process is complete check the event logs to confirm that the switch is no longer booting from FTP If the event persists replace the switch ShoreTel 14 2 Maintenance Guide 239 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 212 Warning Switch lt ShoreTel Voice TMS detects a New switches ship Switch Host Name gt switch with with base firmware software version outdated firmware that is down from mismatch TMS Version the current version lt TMS version gt Switch An automatic Version lt Shore Tel Voice upgrade is Switch version gt The confirmed when the switch firmware is device is put into upgraded the next time service the switch boots This event also appears during field upgrades From ShoreTel Director open the Quick Look page and reboot the switch 213 Error Unexpected Ethernet The MAC address From ShoreTel address for switch in the switch s Director open the lt ShoreTel Voi
348. rated the port from ShoreTel after every two hours of Director continuous trunk activity 1301 Error Switch lt ShoreTel Voice Switch Another ShoreTel Server Only one ShoreTel Host Name gt Second TMS attempted to take control of server can control a connection attempt from lt IP the switch switch multiple servers Address of second TMS cannot manage a switch server gt simultaneously Decide which ShoreTel server you want to manage the switch then delete the switch from the other server 1303 Error Switch lt ShoreTel Voice Switch The IP address configured From Director change Host Name gt Configured IP lt IP for the switch in Director is the switch s IP address Address gt does not match not the IP address the to match the address the actual IP lt IP Address gt switch is using switch uses 1305 Information Switch lt ShoreTel Voice Switch Reports the switch s No action Host Names Free memory memory usage reduction trend Min lt minimum memory used gt Avg lt Average memory used gt ShoreTel 14 2 Maintenance Guide 232 ES Event Codes ID Severity Level Table 54 Event Codes Switches Continued Message Cause Switches Action 1306 Warning Switch lt ShoreTel Voice Switch An attempted call exceeded From ShoreTel Director Host Name Call was unable the limit on the number of open the Site to be completed due to media streams a
349. rdware gt Voice Switches Service Appliances gt Primary For details about viewing IP phone information see the ShoreTel System Administration Guide Viewing Diagnostic Information on a Phone By pressing a key combination on a phone s key pad you can access various types of diagnostic information for a phone Viewing Real Time System Status on a Phone You can see the following real time system status information for a phone ShoreTel 14 2 CPU load Memory usage Percentage of storage space used With the phone on hook press the MUTE key followed by 3424 DIAG The Diagnostics menu opens With the System submenu highlighted do one of the following On the IP420 press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Open soft key or press the selector button on the navigation key pad Details for CPU load memory usage and storage space are displayed Doc Type 147 ES Configuring and Maintaining 400 Series IP Phones Viewing Diagnostic Information on a Phone 3 To return to the Diagnostics menu do one of the following On the IP420 press the selector button on the navigation key pad a Onthe IP480 IP480g and IP485g press the Back soft key or press the selector button on the navigation key pad 4 To exit do one of the following On the IP420 scroll to the bottom of the Diagnostics menu to select the Exit option and then press the selector button on th
350. reams for voicemail across the WAN Voicemail Between Servers When recorded voicemail messages are transferred between servers they are sent using SMTP Headquarters Site Regional Site ShoreTel Voice Switch Telephony Management 3 Remote Server Service TMS Distributed Telephony Application TMS DTAS Eee 5 ShoreTel Voice Switch Data Services Voicemail Media Driver System aa ES Configuration lt Database Analog Phone CAS IPDS CDR pay abe Monitoring Database Monitoring Service Internet Information Server IIS Client Application Server CAS IPDS Distributed Routing IP Phone IP Phone Service DRS Voicemail Media Driver System Remote Server TMS DTAS Softswitch Voicemail P Phone to IP Phone Legend ShoreTel Voice Switch Appliances mums P Phone to Analog Phone CAS IPDS P Phone to Voicemail rn Remote IP Phone to Voicemail pm SMTP Voice Messages Sent as Email Attachments Figure 6 Media Traffic in a ShoreTel System ShoreTel 14 2 Maintenance Guide 26 a ShoreTel Architecture System Reliability System Reliability System reliability is ensured at several levels including Distributed Switch Control Distributed Database Client Application Service CAS Public Switched Telephone Network PSTN Failover CDR Data Storage These areas are described in the following sections For more information
351. rected a No action configuration change configuration This may indicate that mismatch that it If this error appears TMS was not notified of detected on a frequently contact a change Configuration switch ShoreTel Technical inconsistency corrected Support 227 Information ShoreTel TMS service TMS service No action starting Version lt TMS started version gt 230 Warning TMS was unable to find TMS failed to Reboot the server an TCP IP network detect a network interface This computer interface on the Troubleshoot the may not have a network ShoreTel server server s network adapter or may not be configuration and connected to a network make necessary Operation continues in Ke Palle OF stand alone mode until modifications the next TMS restart ShoreTel 14 2 Maintenance Guide 241 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 231 Error The configuration for The configuration To synchronize the switch lt ShoreTel Voice on the switch does configuration data Switch Host Name gt no not match the one reboot the switch longer matches the stored on TMS system configuration After the switch database This condition The mismatch can restarts check the may exist on additional cause irregular event log for switches and may result behavior on messages that in unexpected behavior devices connected indicate n
352. rence Resource Six ports a Ports 1 2 9 12 Maximum IP Phone Resources 220 devices a Analog Channel Reallocation 30 Q Digital Channel Reallocation 120 a Built in Resources 70 ShoreTel 220T1A Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1DB 9 female connector for maintenance ShoreTel 14 2 Maintenance Guide 301 D Switch Port Pinouts ShoreTel 220T1A Voice Switch m 1 RJ 21X male connector for mass termination of the telephone trunk ports a 2 RJ 45 connectors for the LAN interface a 1 RJ 45 T1 telco port 1 RJ 45 T1 monitor port for connecting test equipment ShoreTel 220T1A RJ 21X Telephone and Trunk Connector Table 81 ShoreTel 220T1A RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Trunk 1 Blue White 26 White Blue 2 Orange White 27 White Orange 2 Trunk 3 Green White 28 White Green 4 Brown White 29 White Brown 5 Slate White 30 White Slate 6 Blue Red 31 Red Blue 7 Orange Red 32 Red Orange 8 Green Red 33 Red Green 8 9 Brown Red 34 Red Brown e 10 Slate Red 35 Red Slate 11 Blue Black 36 Black Blue 12 Orange Black 37 Black Orange 13 Green Black 38 Black Green 14 Brown Black 39 Black Brown 15 Slate Black 40 Black Slate 16 Blue Yellow 41 Yellow B
353. ribution for all components on the system When you add a new ShoreTel voice switch to the system it is automatically upgraded to the current software release by the ShoreTel server Existing ShoreTel voice switches download the current software when you reboot the switches For details see ShoreTel Voice Firmware Upgrades on page 63 The Headquarters server does not upgrade Distributed Voice Servers these must be upgraded independently When you add a new user to the system the user receives an email message containing URLs from which desktop and web based call control and unified messaging applications can be downloaded and installed or run For software upgrades at the Headquarters site you simply install the new software on the ShoreTel servers Users are notified of the new software release and are automatically prompted to upgrade their software if an upgrade is required ShoreTel 14 2 Maintenance Guide 18 a ShoreTel Architecture ShoreTel System Communications The ShoreTel management software also provides a complete suite of maintenance tools The Diagnostics amp Monitoring system which is available through ShoreTel Director provides detailed status information about the components in your ShoreTel system It also provides a system dashboard a topology map alerts call quality information and remote packet capture functionality In addition you can configure the system to include event filters that automatically generate
354. rmal because another the file was locked backups of system process locked a portion by another process log files of the file Local administrators can choose to suspend logging activity during scheduled backups 251 Information lt Connection type user When TMS notified No action or App Server gt TAPI a remote TSP of a connection did not give new call the If the event is NEWCALL event CalllD remote TSP failed accompanied by lt Call ID gt Login lt user to accept or unusual client ID gt From lt IP acknowledge that behavior report the address gt This may notification error to ShoreTel indicate a TAPI Technical Support connectivity outage between the ShoreTel server and Telephony Management Service on the machine specified ShoreTel 14 2 Maintenance Guide 245 Telephony Management Service TMS Table 55 Event codes TMS Continued ID Severity Levels Message Cause Action 252 Information A time change of 1 The system clock No action was detected in the was changed system clock Changing the system clock can result in inaccurate call timers for applications and skew call detail reporting records A system clock adjustment only affects calls in progress at the time of the change 253 Error Detected rogue IP This error can Reconfigure the IP Phone Call Agent that occur when a Call phone from the established a control Agent switch is rogue Call Agent or
355. s Trunk Test Tool cfg utility Monitoring Servers through ShoreTel Director You can monitor the components in your ShoreTel system using either the Diagnostics amp Monitoring system or Quick Look With the Diagnostics amp Monitoring system you can monitor server status and other aspects of the ShoreTel system For more information see the Monitoring and Diagnosing chapter in the ShoreTel System Administration Guide Quick Look provides an overview of the ShoreTel system s health It includes information about each site and the corresponding switches ports servers and services For more information see the Maintenance chapter in the ShoreTel System Administration Guide You can also view system and application events in the Event Log which you can access through ShoreTel Director Installer Logging Some logging information can be gathered by the installer technology native to the operating system ShoreTel includes added proprietary code that provides more detail in the log files to assist you in troubleshooting software installation This proprietary code adds information about calls to the installer and return values from all custom action functions invoked by the installer Log files are generated in the user profile temp directory and start with msi and end with og Sort the directory if there are many log files or if there is any doubt as to which log file to look at Configuring Installer Loggin
356. s failure may indicate a network crashed without outage or unexpected properly closing its other instances client behavior Client connection check for network lt name of affected outages service gt Status lt error code gt 806 Error The notification server The connection No action when lost connectivity with the master notification server This may indicate a network outage or unexpected behavior from the master notification server between a Distributed Voice Mail Server and the HQ Server failed related to a network outage or other administrative action In the problem persists collect log files from affected servers and contact ShoreTel Technical Support Distributed Routing Service DRS Table 62 lists and describes event codes for DRS Table 62 Event Codes Distributed Routing Service DRS ID Severity level Message Cause Action 3100 Information The Distributed Routing The specified No action Service Version 1 version of DRS started successfully started 3101 Information The Distributed Routing DRS stopped No action Service stopped 3108 Information The Distributed Routing DRS re established No action Service reconnected to communications this switch n 1 with the specified switch 3109 Information The Distributed Routing Network Fix network Service failed to connect connectivity may be connectivity issues to this switch
357. s the 12 digit number on the white sticker on the back of the phone Any configuration parameters that you add to this file will be applied to the phone identified by the MAC address Doc Type 135 ES Configuring and Maintaining 400 Series IP Phones Specifying Configuration Parameters through Custom Configuration Files Note L File names for MAC configuration files must be in lower case and not contain punctuation The following is an example of a custom configuration file name for a particular phone identified by its MAC address custom_00104928630b txt The phone specific custom configuration file is the last file read Any parameters in a custom configuration file override configuration parameters specified at a lower level of precedence including the parameters entered on the phone because they are processed first before any configuration files are read Any duplicate parameters specified in the configuration files are overridden according to their own precedence order Parameters are organized by group and each parameter must begin on a new line within the proper group as follows lt group gt lt parameter gt lt value gt lt parameter gt lt value gt lt group gt lt parameter gt lt value gt lt parameter gt lt value gt where lt group gt is the configuration parameter group as shown in Table 23 on page 138 lt parameter gt is the name of the configuration parameter as shown in Table 23 on page 13
358. s Connector Port Gi ShoreTel ShoreGear 50V 5 Kessen wilg lt d LINK ACT LAN2 100 KanN Power Network LAN 2 RS 232C RJ 21X LED LEDs Connector Maintentance Telco Port Port Audio Output Port night bell Switch Capacity Analog Circuit Resources a Ports 1 4 Four Loop Start Trunks a Ports 11 12 Two Extensions or DID Trunks A single command configures all ports as either Extensions or DID trunks a Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Make Me Conference Resources six ports a Ports 1 4 11 12 Maximum IP Phone Resources 50 devices Q Analog Port Reallocation 30 a Built in Resources 20 ShoreTel 50V Connectors 13 5mm mono connector for audio input music on hold 13 5mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface a 1 RJ 21X male connector for mass termination of the telephone trunk ports ShoreTel 14 2 Maintenance Guide 310 D Switch Port Pinouts ShoreTel 50V Voice Switch Q Power Failure Transfer Unit Trunk Port 1 to Extension Port 12 a Backup Operator Extension Port 12 ShoreTel 50V RJ 21X Telephone and Trunk Connecto Table 84 ShoreTel 50V RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Trunk 1 Blue White 26 White Blue
359. s History and Directory are available on the phone Check the status of the Headquarters server If you see this message in remote syslog output during initial bootup wait several seconds for the error to clear and try again User assignment CAS invalid login CAS login failed During an attempt to assign a phone to a user the user extension and or password provided were invalid ShoreTel 14 2 Doc Type 159 15 Configuring and Maintaining 400 Series IP Phones Displaying Settings for an IP Phone Displaying Settings for an IP Phone With the phone on hook press the MUTE key followed by 4636 INFO The Admin Options menu opens Use the navigation key pad and the selector button to scroll through and open the submenus as necessary to see the phone s settings For descriptions of the parameters see Table 20 on page 130 To close the Admin options menu do one of the following On the IP420 with Exit highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Exit soft key Resetting an IP Phone With the phone on hook press the MUTE key followed by 73738 RESET The phone displays the Reset phone screen Do one of the following On the IP420 with Reset highlighted press the selector button on the navigation key pad On the IP 480 IP480g and IP485g press the Reset soft key The phone reboots and applies settings Clearing a Phon
360. s Troubleshooting the IP Phone Display Table 25 Diagnostic and Failure Messages Continued Display Message Interpretation 10 Mbps Ethernet 10 Mbps Ethernet speed in use Request Service for IP 110 Being requesting service from MGC Requesting Service for others No Service MGC service is unavailable Troubleshooting the IP Phone Display This section presents some techniques for troubleshooting the IP Phone Display Server When you suspect an IPDS CAS problem verify that you can call into voicemail successfully If you can call voicemail successfully then you have an IPDS CAS issue If voicemail does not answer or you hear a message stating the voicemail system is unavailable you have an issue with the communications to the server Phone Display Is Incorrect If a phone display is incorrect the following may occur a IPDS CAS Sent a Bad Display Update This can be detected by searching through the IPDS log file for the display line in question If it is found at the appropriate time and on the appropriate extension IPDS CAS is the cause of the problem Provide the relevant IPDS log to your engineering resources Switch Did Not Update the IP Phone Correctly It is possible for the switch to mishandle phone updates Enabling IPDT Debugging By default IPDT logging is turned off However you can enable IPDT logging to assist in troubleshooting efforts Enabling IPDT Debugging To enable logging on
361. s an error message because only one date is specified ServerLog ex d1 030207 VM d c LogsDir Using the Trunk Test Tool The Trunk Test tool is a TAPI application that monitors real time activity on a trunk You can find the tool in the ShoreTel program folder The Trunk Test tool allows you to select a trunk to view by site rather than viewing all trunks across your enterprise The tool is divided into two sections The top section lists all the trunks in the system and their current status The bottom section gives real time monitoring information about the currently highlighted trunk If this tool remains running on the server with an excessive number of lines selected the server may have performance problems The interface for the Trunk Test Tool contains the following components a The File menu allows you to save log information to disk or print it The Edit menu allows you to copy and paste data from the Trunk Test window The View menu allows you to turn on and off the status and toolbars and open the Trunk Helper Settings dialog box The Trunk Helper Settings dialog box allows you to set the server you want to monitor select an extension to dial out with and set the number of lines of data to collect for each trunk The Operations menu allows you to make or drop calls view the properties of selected trunks place trunks in service and remove them from service You can also access this menu by right clicking a s
362. s except phone number parsing Preset Debug Flags You can preset debug flags by selecting the relevant flag in the Support and Debugging Tool which displays when you press Cirl F12 Collecting Logs To collect logs to send to ShoreTel Customer Support use the Senclientlogs exe utility from Windows Explorer go to C ProgramFiles Shoreline Communications ShoreWareClientSendClientLogs exe ShoreTel 14 2 Maintenance Guide 217 EN ShoreTel Client Applications Setup Wizard Setup Wizard F Another component of the client the Setup Wizard continues the configuration of Communicator after installation The Setup Wizard appears the first time Communicator runs on any PC It reappears if a user cancels the Wizard before completing the configuration or installs Microsoft Outlook at a later date The Setup Wizard starts if any of the following conditions are true Any of the following string values are missing from or blank in the registry Q HKEY_CURRENT_USER Software Shoreline Teleworks ShoreTel Client UserName 0 HKEY_CURRENT_USER Software Shoreline Teleworks ShoreTel Client Server Q HKEY_CURRENT_USER Software Shoreline Teleworks ShoreTel Client Password The following DWORD value is missing from the registry Q HKEY_CURRENT_USER Software Shoreline Teleworks ShoreTel Client LoadOutlookPhoneNumbers The following values are set to TRUE in
363. s phones is provided in Chapter 5 Configuring and Maintaining 400 Series IP Phones on page 121 For more information on the parameters see Parameter Definitions on page 172 Table 30 Default Audio Levels for IP Phones except IP655 and IP400 Series Parameter Levels Levels Levels for Ipses Finger Levels Got TxGain 5157 6144 6143 8192 RxGain1 183 183 182 130 258 RxGain2 258 258 258 258 410 RxGain3 365 365 364 410 649 RxGain4 516 516 515 649 1029 RxGain5 728 728 727 1029 1631 RxGain6 1029 1029 1028 1630 2584 RxGain7 1631 1631 1631 2584 4096 RxGain8 2303 2303 2303 4096 6492 RxGain9 3254 3254 3253 6491 10289 RxGain10 4596 4596 4595 10288 16305 SideTone 517 649 0 Handset DTMF 13 13 13 17 Attenuation Call Progress Tone 13 13 13 17 Attenuation ShoreTel 14 2 Maintenance Guide 171 a Other IP Endpoints IP Phone Configuration Note L If the value of the RxGain1 parameter for the ringer level is set to 0 the audio is turned off The phone does not ring Table 31 lists the default audio levels for IP655 phones Table 31 Default Audio Levels for IP655 Phones Parametar Handset Headset Ringer Speaker Levels Levels Levels Levels TxGain 0 3 2 RxGain1 27 27 30 24 RxGain2 24 24 24 20 RxGain3 21 21 20 16 RxGain4 18 18 16 12 RxGain5 15 15 12 8 RxGain6 12 12 8 4
364. s the Back soft key until you return to the top level menu 8 To apply the changes do one of the following On the IP420 with Exit highlighted press the selector button on the navigation key pad On the IP480 IP480g and IP485g press the Apply soft key Tip Y On IP480 IP480g and IP485g phones to exit the menu and apply changes press and hold the Back soft key for 2 seconds The phone reboots and applies settings Entering SETUP from the Key Pad 1 With the phone on hook press the MUTE key followed by 73887 SETUP 2 Go to step 3 in Entering SETUP at Bootup on page 128 and proceed with the steps there ShoreTel 14 2 Doc Type 129 ES Configuring and Maintaining 400 Series IP Phones Admin Options Menu Item Network policy Specifying Configuration Parameters on a Phone Table 20 Phone Information for ShoreTel 400 Series IP Phones Option Name Use LLDP MED Description If On the phone captures link policy from a Link Layer Discovery Protocol Media Endpoint Discovery LLDP MED broadcasting neighbor presumably the upstream ethernet switch If Off you can manually set the policy values such as using 802 1 Q tagging VLAN ID PCP DSCP audio If On these policy values are not editable If present the following MED data fields are used by the phone a VLAN ID a PCP DSCP If a new neighbor is found that is the phone has been moved to a new network the network policy cache is updated w
365. sage locate the indicated message partition where shoreline lt message number gt number data vms resides is operating properly The hard disk drive or disk partition where the message Correct any disk problems and directory shoreline data vms restart the server resides is unavailable or someone intentionally removed the message file from the system 1115 Information Listen saved was unable The server was unable to Verify that the hard drive or drive to open message locate the indicated message partition where shoreline lt message number gt number data vms resides is operating properly The hard disk drive or disk partition where the message Correct any disk problems and directory shoreline data vms restart the server resides is unavailable or someone intentionally removed the message file from the system 1116 Information Listen deleted was The server was unable to Verify that the hard drive or drive unable to open message locate the indicated message partition where shoreline lt message number gt number data vms resides is operating properly The hard disk drive or disk partition where the message Correct any disk problems and directory shoreline data vms restart the server resides is unavailable or someone intentionally removed the message file from the system 1119 Error Voice Mail Application Sending of voice messages _ Restart mail server determined that the failed Voice Mail
366. se that allows some actions previously requiring access to the HQ server Prior to ShoreTel 11 users of ShoreTel Call Manager now Communicator were able to change their call handling mode CHM only if the Headquarters server was available With ShoreTel 11 and later changes to users CHM are handled by the local ShoreTel server if configured appropriately even if the Headquarters server is not available Client Application Server CAS Some features that require writing to the database depend on the server being both operational and accessible These features are handled by CAS on the server Directory Options Speed dial due to its reliance on the database Ability to change call handling modes Presence information for user serviced by other switches Public Switched Telephone Network PSTN Failover User extensions can be optionally configured to route extension to extension calls to the public switched telephone network PSTN in the event that an IP connection is unavailable Extension to extension calls are those a user makes to another site within a multi site system for example a user in New York calling a co worker at the company s San Francisco office The IP connection may be unavailable due to lack of bandwidth or connectivity The PSTN failover option must be explicitly enabled in the user s Class of Service and bypasses the caller s call permissions For systems using Distributed Routing Service DRS
367. see Appendix D Switch Port Pinouts Power over Ethernet Switches PoE When considering the use of Power over Ethernet PoE data switches in your network keep in mind that not all PoE data switches provide power to all data ports and not all PoE data switches provide adequate power to support all devices For example when 24 IP560 phones are plugged into a switch the maximum power requirement can reach 153 6 W 24 phones x 6 4W phone The value in the Maximum column in Table 13 is normally a spike typically during bootup During normal operation phones require less power Verify that power allocated to the PoE ports matches the switch wattage ShoreTel recommends selecting a PoE data switch that includes four hardware queues for Quality of Service QoS to ensure that rules can be set up to ensure adequate bandwidth for VoIP and other critical traffic Table 13 Power Usage and Class of ShoreTel IP Phones Model Idle Maximum PoE Class IP110 2 8 W 4 1W 2 IP115 2 6 W 3 7 W 2 IP212k 3 0 W 5 0 W 2 IP230 2 9 W 4 4 W 2 IP265 3 5 W 5 9W 2 IP530 3 1 W 5 9W 2 IP560 3 3 W 6 4 W 2 IP560g 4 1W 7 1 W 3 ShoreTel 14 2 Maintenance Guide 88 E ShoreTel Voice Switches Table 13 Power Usage and Class of ShoreTel IP Phones Power over Ethernet Switches PoE Model Idle Maximum PoE Class IP565g 4 2 W 6 9 W 3 IP655 5 7 W 9 1 W 3 BB24 2 9 W 11 5 W with IP560 3 con
368. siders 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 ShoreTel Voice Switch every four minutes If an IP phone cannot communicate with its switch the phone automatically connects to another switch located at the same site with available configured IP phone resources 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 in the system Services There are two services running on the ShoreTel HQ and DVS servers that interact with the system s IP phones a IP Phone Configuration Service IPCS Client Application Server CAS ShoreTel 14 2 Maintenance Guide 160 6 Other IP Endpoints Embedded IP Phone Display Driver IPCS IPCS manages the IP phone configuration process including configuration files and the database updates Problems with IPCS connectivity can prevent IP phones from booting and prevent phone configuration data from being updated Client Application Server CAS Client Application Server handles the remaining functions such as event handling and feature button fu
369. sk for the telephone On boot the phone checks for a non zero NV value and if one is present it is used DHCP MAN 0 0 0 0 ShoreTel 14 2 Maintenance Guide 182 6 Other IP Endpoints Parameter SysLogInfo IP Phone Configuration Table 33 Phone Configuration Parameters Continued Value Type Up to 32 ASCII Characters Value IP Address module verbose level facility code and output device of the SysLog function The port number may be optionally identified and appended to the IP address Note The default of 514 is used if no port is specified The module is a 32 bit integer where each bit refers to the debug enable disable status from a specific software module Bit assignments are defined in Configuring Syslog Functionality for the ShoreTel IP Phones The verbose level indicates the level of information that is printed Levels are 0 to 7 Facility code is the syslog facility code The output devices are 0 serial port 1 syslog server Example 192 168 0 3 514 279 33 1 Source Default CFG 0 0 0 0 0 0 0 0 ToneDefine Up to 64 ASCII Characters See the document Custom Rings and Tones V4 for a definition of permissible values CFG ma ToneMap Up to 64 ASCII Characters See the document Custom Rings and Tones V4 for a definition of permissible values CFG os TouchBeep Oor1 If enabled the phone plays a b
370. splays valid entries confirm that one of the entries matches the user s switch port and extension H there is no match the Remote TSP is configured improperly Reconfigure Remote TSP from the Telephony Applet in the Windows Control Panel or by reinstalling the client software If the user s entry appears in the drop down list select the entry and attempt to place a phone call to the number with the dialer Troubleshooting caller ID Problems The following symptoms may indicate Caller ID issues Acall is displayed but the Caller ID name and or number is incorrect Names and numbers listed in routing slips do not match what appears in the call display These problems can arise from any of these system layers Communicator ShoreTel 14 2 Maintenance Guide 214 8 ShoreTel Client Applications Troubleshooting Configuration Problems Remote TAPI Service Provider s TMS ShoreTel Voice Switch Telephone Company Central Office Isolating a Caller ID Problem 1 Use another TAPI application such as Phone Dialer or TB20 to check the connected ID name and number The name and number should match the information that appears in Communicator If these do not match it is probable that Communicator detected the number in another application running on the user s machine and applied formatting rules to make the entry unique 2 Locate the call in question and use the TMSncc log to view the Caller ID information
371. ssions Q Administrators Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow a Internal Guest Account Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow Q SYSTEM Local Launch no selection Remote Launch no selection Local Activation allow Remote Activation allow Return to the KadotaUtil Properties Security window by clicking OK b Click Edit in the Configuration Permissions section Select the following permissions Q Administrators group Full Control allow Read allow a CREATOR OWNER Full Control no selection Read no selection Q SYSTEM GROUP Full Control allow Read allow a other User Groups Full Control no selection Read allow Return to the KadotaUtil Properties window by clicking OK 5 Open the Identity panel ShoreTel 14 2 c Select The system account services only d Select the following permissions a Administrators group Full Control allow Read allow a CREATOR OWNER Full Control no selection Read no selection a SYSTEM GROUP Full Control allow Read allow a other User Groups Full Control no selection Read allow Maintenance Guide 283 DCOM Permissions TMSManager2 properties Return to the KadotaUtil Properties window by clicking OK 6 Open the Identity panel and select The system account services only TMS
372. stem Make sure that you understand what you are doing before attempting to use this information to modify your system ShoreTel is not responsible for any damage or expenses incurred through misuse of this information If you have questions contact ShoreTel Technical Support before attempting to modify your system The phones support the parameters described in Table 33 on page 175 Maintenance Guide 173 6 Other IP Endpoints IP Phone Configuration In specifying parameters the following rules apply P addresses from the keypad must be provided in dotted decimal format a Cases are preserved in character strings unless otherwise indicated Parameter checking is performed on all parameters to look for illegal values and illegal values are ignored a White space within a parameter is ignored The file names used for AppName BootName and FontPixmap IconPixmap WallpaperPixmap and in include parameters may also include a path to the file Upper and lower case characters are ignored except when specified in the path or file name for these parameters to preserve operation with case sensitive FTP servers For the purpose of comparing the file in flash and the value on the server only the file name and date are used The abbreviations listed in Table 32 are used to identify the source of each parameter in the Source column in the table Table 32 Source File Abbreviations Source Abbreviation in Table
373. t is the time when the log file was created Restoring the Service Appliance Backup You may restore a previous backup of the Service Appliance by executing the restoreweb command using the svccli See Automatic Backup on page 197 for more information on the location of the backup files Restoring Best Practices Restore the Service Appliance with a restoration of the HQ database from the same day Note L Since the file pointers are stored in the database in HQ application server users MUST back up restore BOTH the HQ database and Service Appliance s altogether to ensure consistency between HQ database and Service Appliance file system T WARNING Restoring an Service Appliance backup without restoring HQ database taken from the same time as the Service Appliance backup may cause the following issues a Ghost files These are the files that exist during the time when the Service Appliance backup was made but have since been removed a Wrong metadata files Service Appliance restore overwrites existing files on the Service Appliance even if the existing files might be more up to date than the ones in backup To ensure the file system on the Service Appliance is consistent with HQ database Enable daily backup for Service Appliance in Director Schedule a windows task to back up the HQ database at the same time as the daily backup Restore HQ database from a backup that was created at the same time as the Service Appliance
374. t session during the next minute At the expiration of this period existing telnet sessions are not affected but users cannot establish a new telnet session Telnet access is permitted only from the IP address from where the CLI was entered and access granted through password authorization ShoreTel 14 2 Maintenance Guide 73 E ShoreTel Voice Switches Burnflash Utility Telnet continues to require User ID and Password entry that is distinct from ipbxct1 password access However unlike the ShoreTel cli command and password Telnet transmits the User ID and Password in the clear The ShoreTel Voice Switch continues using the user ID of anonymous and a password of ShoreTel for initiating Telnet CLI passwords are configurable only through Director The default password is ShoreTel Pressing the reset button on the switch resets the password to the default value of ShoreTel The password that was active on the switch prior to the hardware reset is restored when the switch is connected to the network and receives an update from ShoreTel To set the ShoreTel Voice Switch passwords select Administration gt System Parameters gt Other in the ShoreTel Director menu to access the Edit Other Parameters page Burnflash Utility Table 10 on page 74 lists and describes the commands available using the burnflash utility Table 10 Burnflash Commands Command Description burnflash s Updates all bootrom areas lt Switch IP address
375. t was generated while the switch was restarting This alert clears automatically after the switch is running and connected to the network Collect all necessary logs and screen shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Information IP phones are having The phone is having issues Review the events associated with the alert and DHCP issues with IP related to its IP address take corrective action as appropriate addresses After correcting the switch configuration you must clear this alert manually Otherwise the system deletes the alert according to the parameters set for purging and reclaiming space used for alerts in the shorewaremonitoring database The default is three days Collect all necessary logs and screen shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Server Alerts Table 72 describes the alert related to servers ShoreTel 14 2 Maintenance Guide 274 DN Alerte Switch Alerts Table 72 Server Alerts Sos E Description Cause Action and Clearing Status Warning TMS has detected invalid Director The server is having issues Review the associated events and configurations with its current IP address determine appropriate configuration which could be due to a changes configuration issue After resolving the configuration issue you must clear the alert manually Otherwise the system d
376. t cases a warning requires immediate response and resolution ShoreTel 14 2 Maintenance Guide 222 ES Event Codes Switches Table 54 lists and describes event codes for switches Table 54 Event Codes Switches ID Severity Level Message Cause Switches Action 100 Error Switch lt ShoreTel Voice Switch The ShoreTel Voice Switch Check the ShoreTel Host Names Event message is receiving too many events server for events that lost queue overflow from the NT Server might indicate an Possibly caused by an application problem application problem on the ShoreTel server Troubleshoot the problem and reboot the server if you cannot identify a cause 101 Warning Switch lt ShoreTel Voice Switch Flash memory area is If problem persists Host Name gt The lt area gt in corrupt return for repair flash memory is corrupt and is being reset 102 Error Switch lt ShoreTel Voice Switch Application is unable to If problem persists Host Names Unable to reset erase area of Flash memory return for repair lt area gt in flash memory erase failure 103 Error Switch lt ShoreTel Voice Switch Application is unable to write If problem persists Host Names Unable to update area of flash memory return for repair lt area gt in flash memory write failure 105 Error Switch lt ShoreTel Voice Switch A software exception Contact ShoreTel Host Name gt
377. t ipbxct1 commands see ipbxctl Utility Commands on page 117 The ipbxct1 commands are run as a windows program from the Main Server or the controlling Distributed Server as described in Accessing Utilities from an MS Windows Server on page 93 Regedit Regedit a ShoreTel utility that modifies Registry type data structures in the switch is accessible through the Root account Voicemail enabled switches have a Registry similar to Windows Servers The Registry is a ShoreTel construct not part of Linux To edit the Registry log in as root and run the RegEdit command line tool from the bash shell RegEdit may be used to set logging levels on applications and set other parameters that change their behavior For more information about regedit commands see regedit Commands on page 118 Server Utilities This section describes utilities available for servers svccli and cfg SVCCLI The svccli commands control low level switch parameter settings and application commands including Compact Flash storage switch password and service control operations You can run svccli from any remote SSH session or from Windows prompts originating from the local host the controlling distributed voice server or the Headquarters server To access svccli perform one of the following Open a Linux BASH shell through the root account Accessing Utilities from SSH on page 92 and enter svccli a Run svccli from the Main Server or a Distributed Server
378. t noise pickup If the error persists ona phone port you may need to replace the phone 144 Information Switch lt ShoreTel Voice Switch The specified trunk Confirm that an active Host Name gt Trunk on port connected to the port for two call is in progress lt port number gt connected for or more hours more than two hours If no call is present reset the port from ShoreTel Director 145 Warning Switch lt ShoreTel Voice Switch The echo suppression No action for an isolated Host Name gt Echo coeffs stuck software was unable to occurrence possibly needs to be retrained adapt to a call in progress port lt port number gt If the error persists follow the course of action suggested for Event 143 146 Information Switch lt ShoreTel Voice Switch The echo suppression No action Host Name gt Echo train grade _ software is properly A port lt port number gt configured 147 Information Switch lt ShoreTel Voice Switch The echo suppression No action Host Name gt Echo train grade software is properly C port lt port number gt configured 148 Warning Switch lt ShoreTel Voice Switch The echo suppression No action for an isolated Host Name gt Low Erl possible software detected a low occurrence hardware problem port lt port echo return loss on the number gt specified port If the error persists follow the course of This error can occur when action suggested for modem or fax calls connect Event 143 t
379. ta vms resides resides is full Voice mail is unable to accept any new messages until disk space is made available 1111 Information Removed lt file name gt The message was too short millisecond message to retain Messages from callers must be at least Error is no longer logged lt configured limit gt milliseconds to send 1112 Information Message notification The voice mail system was Verify that the hard drive or drive was unable to open unable to locate system partition where shoreline phrase libraries lt file prompts data vms resides is operating name gt Error lt error properly number gt The hard disk drive or disk partition where the message Correct any disk problems and directory shoreline data vms restart the server resides is unavailable was intentionally removed from the system or is corrupted 1113 Information There have been too An attempt to log into this No action many invalid logon mail box failed attempts for mail box lt mail box number gt While this event can indicate an unauthorized user it most often results from a forgotten or mistyped password ShoreTel 14 2 Maintenance Guide 255 Kai Event Codes Voice Mail Port Manager Table 56 Event Codes Voice Mail Port Manager Continued ID ae E Message Cause Action 1114 Information Listen unheard was The server was unable to Verify that the hard drive or drive unable to open mes
380. tches CLI Commands Table 14 CLI Commands Continued Command ipdt_debug_filter Description Assume two extensions in the system Ext A and Ext B To print IPDT log for Ext A ipdt_debug_level ipd tha _debug_filter 1 tell IPDT filter is enabled ipdt_restrictTraceExts Ext A s turn on log for Ext A ipdt_remRestrictTraceExt Ext A s turn off log for Ext A To print log for all extensions ipdt_debug_filter 0 Notes ipdt_debug_level Recommend setting to 1 to turn on all logging ipdt_dumpCCOCK Dumps BB call key state since there is no extension associated with BB Voicemail enabled Switch does not support CCOCK ipdt_dumpExtCalls Dumps call information in the extension e g calllD legID call state and leg state etc Not available on Voicemail enabled Switch ipdt_dumpExtDisplay Dumps the current display view from IPDT Not available on Voicemail enabled Switch ipdt_dumpExtensions Dumps information for all extensions controlled by the switch and the information for monitored extensions and MAE BCA extensions that are in the same switch and in the different switches Not available on Voicemail enabled Switch ipdt_dumpExtCK Dumps information for call keys on the extension Useful for troubleshooting LED patterns and icon issues Not available on Voicemail enabled Switch
381. te sites or to support distributed applications The Headquarters server remains the main server and must be available to interact with the DVS servers for full system functionality Headquarters Server The Headquarters server is the main ShoreTel server and hosts the voice applications platform and the management web site as well as the integrated voice applications Typically the Headquarters ShoreTel server is located at the largest location containing the majority of users The Headquarters server hosts a SoftSwitch that provides extensions for the Auto Attendant Workgroups and virtual users Distributed Voice Servers DVS The ShoreTel system also supports remote distributed voice servers DVSs DVSs provide increased system reliability by distributing key services and applications at remote sites Each DVS includes an instance of TMS that connects to and manages the local softswitch The softswitch provides extensions for use by the local Auto Attendant Workgroups and virtual users Distributed voice servers can also be configured to support distributed voice applications such as voice mail workgroups account codes auto attendant and a distributed database DVSs have TAPI access to the local SoftSwitch If a distributed database is optionally enabled on the DVS the distributed TMS maintains a copy of the configuration database that allows it to provide call control and voice mail service during the outage Each DVS manages its o
382. the switches in an entire system rather than all the switches in the system Scalability is also increased because TMS instances handle a subset of Communicator clients rather than all clients in the entire system WAN Outage Distributed Telephony Application Service DTAS is responsible for routing call control and events between applications and the TMS instance responsible for a given extension When there is a loss of connectivity between the HQ database and a local DVS DTAS continues to operate except that additions and deletions to the configuration database are not seen by local applications DTAS services involving the local TMS are available DTAS operations involving remote TMS instances not reachable because of WAN outage are not available ShoreTel 14 2 Maintenance Guide 27 a ShoreTel Architecture Distributed Database Telephony operations involving locally controlled phones are available Monitoring of phones controlled by TMS instances not reachable because of WAN outage are not available TMS continues to operate except that additions and deletions to the configuration database are not been seen by local TMS and are not relayed to telephony clients Telephony operations involving locally controlled phones are available If a WAN outage results in the loss of connectivity to one or more switches telephony operations with those switches is unavailable Distributed Database ShoreTel supports a distributed ShoreTel databa
383. the NIC of the user PC If a SoftPhone is installed on a PC without a NIC the SoftPhone generates a fake MAC address that is still unique The SoftPhone page contains an ActiveX control that implements the VoIP media support Because it requires an ActiveX control the SoftPhone only works on PCs with Internet Explorer and Microsoft Windows The ActiveX object attempts to reach the switch call manager configured in ShoreTel Director If the switch call manager is successfully contacted the SoftPhone buttons are enabled When the switch call manager is contacted ShoreTel Director detects that a new IP phone is being registered Depending on licensing and IP phone port availability a new port is automatically created in the configuration database The SoftPhone then appears in the Individual IP Phones list in ShoreTel Director In some situations Communicator waits for several seconds for a corresponding IP phone port to appear in the configuration database If this times out a warning message is displayed in the SoftPhone status bar When Communicator is closed the operation is reversed to return the user to his or her home port Dial Tone Behavior The following section discusses the dial tone behavior for various call operations Transfer When a user is on a call and hits the transfer button the phone remains off hook and plays a dial tone When the user completes the blind or consultative transfer while on the speakerphone or headset
384. the parameters Table 47 FTP Server Parameter Field Description Enable Daily Turn on off automatic backupsr Backup IP Address The IP address of the FTP Server FTP Port The FTP port used to access the FTP server Note The FTP port must be set to 21 The Service Appliance can only perform backup and restore against a FTP server running on port 21 Directory The directory on the FTP server where the backup files are stored Note If you are backing up multiple Service Appliances use a separate directory for each Service Appliance User ID The User ID for accessing the FTP server Password The Password for accessing the FTPserver Manual Backup To perform a manual backup you must have configured the FTP parameters in ShoreTel Director per the automatic backup set 1 Access the Service Appliance using either the serial Port or via SSH 2 Start the Service Manager command line interface svccl1i 3 Issue the backupweb command ShoreTel 14 2 Maintenance Guide 197 ShoreTel Service Appliances Manual Backup Accessing the Service Appliance Using the DB9 Serial Port 1 Connect a serial cable from a desktop laptop PC to the DB9 serial connector on the rear of the Service Appliance Note L Establishing the serial console connection requires a DB9 female to DB9 female cable instead of a DB9 male to DB9 female as in the ShoreTel voice switches A Null Modem connection crossover cable
385. their own uploaded media files If the system administrator deletes the user all of the media files and recordings uploaded by the user are deleted Disk Usage from the Command Line Table 48 lists and describes disk usage from the command line Table 48 Disk Usage From The Command Line Name Description df h Linux free disk command This command displays statistics about the amount of free disk space on all mounted files systems i e disks on the Service Appliance du bc xcludes Linux disc usage command This command returns the grep i total total apparent size in bytes for all the files and sub directories of the current directory getstatus all ShoreTel svccli command that shows high cpu usage processes memory usage and disk usage Log Files and Processes The Service Appliance provides log files for various processes running on the appliance Most logs are located in the cf shorelinedata Logs directory ShoreTel 14 2 Maintenance Guide 200 ShoreTel Service Appliances Service Appliance Logging Process Service Appliance Logging Process Collaboration Manager Collaboration Attendant CMCA The CMCA provides session control for new and existing conferences Monitoring conference extensions via TMS and manages participant and Reservation less or Scheduled conference calls arriving at the Conference Extension It uses the media module for playing prompts playing files playing tones re
386. this command before removing power from the switch Option 6 Archive logs Option 6 archives all switch logs and uploads them to the Logs directory in the FTP root of the server managing the switch Option Help Entering a lists the main menu items Gotoshell Entry to CLI shell Type gotoshel11 to enter the voicemail enabled switch cli interface For more information see CLI on page 95 SVCCLI Commands For a general description of SVCCLI see SVCCLI on page 96 ShoreTel 14 2 The or help command displays a list of all commands and the syntax of each The command takes no parameters such as an individual command name An example of the command output follows At the bottom of its display SVCCLI states that a command can apply to all available arguments by inclusion of all or For example the following SVCCLI entry restarts all services gt restartsvc Maintenance Guide 102 Ep Voicemail Enabled Switches SVCCLI Commands m The backupvm command performs on demand back up of voicemail Auto Attendant data and the logs that are written to the CF card On demand backup begins immediately upon backupvm entry During a backup voicemail service continues and an incoming voicemail message is backed up if it was already being recorded when the backup began When the backup finishes the SVCCLI displays a message indicating it is finished In contrast during a restore operation the voicemail server is
387. ting Switches booted through FTP have limited functionality because internal memory contents are not loaded Manually Specifying Switch Parameters Voicemail enabled switches normally use DHCP to dynamically set the device IP address and specify the addresses of the servers to which it communicates Switches are set into fixed address mode through CLI instructions Voicemail enabled switches require the following information The IP address and subnet mask of the voicemail enabled switch The IP address of the server that supervises the switch The gateway IP address of the supervising server if it resides on a different subnet from the voicemail enabled switch The IP address of the NTP server Voicemail enabled switches require valid timestamps to operate many services including voicemail cannot start without NTP access The following procedure places the voicemail enabled switch into fixed address mode 1 2 Access the STCLI command line interface as described in Stcli on page 94 Type 3 on the command line to select Change System Configuration The CLI window displays the Change System Configuration options Type 6 on the command line to select Enable Disable DHCP BOOTP The CLI window displays the DHCP BOOT options Type 0 on the command line to select Manual Configuration Change the network parameters as required to support the fixed address from the Change System Configuration entry line After com
388. tion or App Server gt TAPI connection connection for login accepted from a lt user ID gt from lt IP user at a specific IP address or name of address system initiating the connection gt initiated 237 Information TAPI connection for login The TAPI No action lt user ID gt from lt IP connection to the address or name of specified user was system that is closed connected gt closed 238 Warning TAPI connection with A user s remote Contact the user login lt user ID gt from lt IP TSP configuration and help him or her address gt denied access tried to get correct the client to extension lt Extension ownership access configuration DN gt to an extension the user does not own 239 Error Attempting to connect to The switch at an IP Edit the switch switch at IP address lt IP address does not configuration address gt with incorrect correspond to the information to product type Expected switch type reflect the correct product type lt Product identified in the data Type ID gt Actual product configuration type lt Product Type ID gt database Correct the IP Configuration database address or delete includes incorrect the switch and product type for the create anew switch switch at this IP address configured with the correct switch type 241 Error The Call Accounting TMS received an Contact ShoreTel Service returned the error code from the Technical Support following error lt Error cal
389. tion Server 0 0000 e eee eee 143 Viewing IP Phone Diagnostic Information 144 Viewing IP Phones in the ShoreTel System 144 Viewing Diagnostic Information on a Phone 144 Diagnostic and Failure Messages for 400 Series IP Phones 152 Displaying Settings for an IP Phone 157 Resetting an IP PHONG 22 20 n d kan wida EEN eer eM Eee id eee eed OA eek 157 Clearing a Phone s Configuration Settings 157 Other IP Endpoints 6606 c0ctseevaiebeaeteeecnn ENER E EC NN 158 OVCIVIOW so iene Se AeA gua ee A a he eS eed De ee a Se 160 IP PHONES e cee aeren e E b dee eel pee edad a anata 160 IP Phone keep Ale ee esr NEE eee EE SNE LN eae ea eae 160 IF Phone Fallover EE NN EI TR eae et eee a etek Bde WEEN SET ANEN d 160 DEMICES is EE Maa eaten hada Bin ods Oey ae we A aok d A 160 Embedded IP Phone Display Driver 161 Maintenance Guide 5 Table of Contents Chapter 7 Chapter 8 ShoreTel 14 2 Date and TIME ac ee errer es ieee ae REES wo EE REES aad 161 IP Phones and ShoreTel Voice Switches 161 IP Phone Communications 162 Boot PrOC SS tice ces te Sek dean Sed Adil ea AE bade es BEN Nee os 162 IP Phone Firmware Upgrades 163 Neie LEE 163 Viewing System IP Phones 163 On Screen Error Messages 163 Diagnostic and Failure Messages 163 Troubleshooting the IP Phone Display 0 0 165 Manual Phone Configuration s ssassn 0c cece tenes 167 Displaying IP Phone Settings 169 Resetting
390. tions that are related to its IP take corrective action as appropriate If necessary address contact ShoreTel Technical Support for assistance If the switch is restarted the alert clears automatically Otherwise after taking corrective action you must clear the alert manually Trunk Group Alerts Table 74 on page 278 describes the alerts related to trunk groups Messages are listed alphabetically within each severity level ShoreTel 14 2 Maintenance Guide 277 B Alerts Voice Quality Alerts Table 74 Trunk Group Alerts SEN Description Cause Level Critical Trunk occupancy critical A trunk on a switch is being threshold has been used for a high volume of calls exceeded This situation could occur for either of the following reasons m An insufficient number of ports are allocated for use as trunks Outbound call volume is high Action and Clearing Status Allocating more ports on the switch for trunk usage will more evenly distribute the trunk utilization load Refer to the ShoreTel System Administration Guide for more information or contact ShoreTel Technical Support for assistance This alert clears automatically when the trunk utilization percentage on the switch has sustained a level below the critical threshold for 3 minutes Warning Switch is experiencing issues A trunk on the switch is Review the events associated to the alert If either of the following reasons
391. to be restored from the server to the CF card Voicemail operation is unavailable during a restore This process overwrites whatever is on the CF cards and puts the voicemail enabled switch in the same state it was in at the time of the backup The restore operation must be started from the SVCcCLI ShoreTel Director provides no option for starting a restore operation When the restoration is complete the SVCCLI posts a message and the switch is restarted Note L If ShoreTel 9 1 is installed on a Windows 2008 platform do not issue the restorevm command multiple times Issuing this command multiple times may result in a Voice Mail System Unavailable error ShoreTel 14 2 sendcmd Send command The sendcmd command causes Linux to send a command to a particular service This command is used by ShoreTel engineers for debug only Syntax sendcmd lt service name gt startgroup Start group of services The startgroup command starts a stopped group This command is the follow up to the stopgroup debug command Syntax startgroup lt group name gt orall startsve Start service The startsvc command starts one or all services that have been stopped This command might be able to restart one or more services that have stopped working It can also be the follow up to the stopsvc debug command Syntax startsvc lt service name gt orall stopgroup Stop group of services The stopgroup command stops one or all servic
392. tocol that uses HTTP messages to communicate between client PCs and ShoreTel servers The CAS protocol communicates configuration updates such as call handling mode settings and Outlook integration Network devices such as firewalls and proxies must not automatically close these pending requests IP Phone Services IP phones in a ShoreTel system rely on two services running on the Headquarters server and distributed servers a P Phone Configuration Service IPCS Runs on all servers P Phone Display Service CAS Runs on all servers The IP Phone Configuration Service IPCS manages the IP phone configuration process including configuration file downloads and the database updates ShoreTel 14 2 Maintenance Guide 37 La ShoreTel Server Applications IP Phone Display Service CAS controls any actions by the IP phone display not controlled by the device s firmware or switches Applications This section provides information about applications that run on the ShoreTel server Event Watch Event Watch monitors the NT Event Log and delivers email notifications of selected events Event notifications are configured from the Events Filter page in ShoreTel Director For more information about Events see the ShoreTel System Administration Guide Call Detail Reporting CDR TMS uses COM to write call data to the Call Detail Report database The ShoreTel system tracks all call activity and generates call detail records into a datab
393. tom configuration parameters for the phones When a ShoreTel 400 Series IP phone boots it contacts the configured server and reads an initial configuration file from the server You can override the default configuration parameters for a phone through DHCP site specific options through the phone interface or through custom configuration files As phone firmware is upgraded some configuration information is overwritten but parameters specified in custom configuration files are preserved across upgrades ShoreTel 14 2 Doc Type 127 5 Configuring and Maintaining 400 Series IP Phones Parameter Precedence Parameter Precedence While there are some exceptions in general configuration parameters are processed by the phone in the following order The last parameter source takes precedence Defaults Values specified on the phone through the MUTE 73887 SETUP command LLDP MED DHCP option tags 156 or 66 if DHCP is enabled Configuration files that reside on the server The precedence order for these files is described in Processing Order for Configuration Files on page 135 Configuration settings from the voice switch Specifying Configuration Parameters on a Phone If you are not using a DHCP server to provide IP address and configuration parameters to the phones you must manually configure the phones You can enter the phone configuration menu at bootup or by entering a key sequence from the phone s keypad after the phone has finish
394. tor setting call flow ping lt IP Address gt Include double quotes X For voicemail enabled around the IP address switch valid on ssh CLI not ShoreTel CLI pri_log 4 Begins output of D Channel information pri_trace 4 Sets the PRI D Channel trace debug level pri_verbose Traces a high level Recommend setting description of the PRI traffic pri_verbose 1 sent and received by trunks on the switch print_ether_stats Prints Ethernet statistics from the network controller rdn_diag_level Used to determine why calls Useful values are 0 are routing to particular none or 5 trace destinations similar to what resolve_dn gets put in the DRSMain log when DRS is enabled reboot Reboots the switch Record2File2 port time Records inbound media on Writes to the TMS lt file_name gt 0 the specified port for the server controlling the specified time in seconds switch FTP write and writers it to access must be enabled e on the server inetpub ftproot rfc2833_for_g711_debug Displays events related to Default is 0 It is a RFC2833 for G711 bitmasked integer Can be used as 1 and 2 routeShow Displays current routing table X routestatShow Displays routing statistics X sb_debug_level Switch board debug variable that prints debug information for the commands sent from Call control Useful values range from 1 5 ShoreTel 14 2 Maintenance Guide 82 E ShoreTel Voi
395. tributed Voice Mail TCP 25 SMTP Voice Mail transport Transport TCP 5432 events R8 1 triggers R11 DDB R11 DBUpdate R10 IP Phone Media Stream Media Stream Media Stream UDP 10000 10550 RTP UDP 10000 10550 RTP UDP 10000 10550 RTP configurable configurable configurable FTP FTP TCP port 21 TCP port 21 Softphone Media Stream Media Stream Configuration Control TCP 80 HTTP Media Stream UDP 10000 10550 RTP configurable RPC Connection Negotiation TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper TCP 135 MS RPC Port Mapper TCP 1024 65535 RPC Quicklook Call Control TCP UDP 5500 5600 MSRPC DTAS TMS Commands TCP 1024 65535 DTAS TMS Events TCP 1024 65535 MS RPC DB access UDP 5440 Location Service UDP 5441 Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control UDP 5446 DRS keepalive Voice Mail Notification TCP 25 SMTP 332 Maintenance Guide ShoreTel 14 2 Port Usage Part 2 Originating Device Table 90 Port Usage Part 2 Continued Softphone Destination Device Distributed Voice Server Headquarters Server Port Usage a Distributed Voice Server continued TMS UDP dynamic 1024 65535 broadcast TMS TMS disaster recovery TCP 5430 TMS DTAS interserver communication Distributed Voice Mail TCP 25 SMTP Voice Mail transport Database TCP 4308 config DB RO via ODBC for DD
396. ub ftproot In Windows Server 2008 you must edit the permissions of the C Inetpub ftproot directory and give the users group write access At the command prompt run the following VxWorks commands See Table 11 on page 76 for more information about specific VxWorks commands Record2File2 1 60 test Audio data from running this command is stored in the test_rx pcm and test_tx pcn files in C Inetoub ftproot When you are finished capturing data a PCM Raw Data file is created with the following format profile 8000 Hz 16 bit Mono Using the Traceroute Command from a ShoreTel Voice Switch The traceroute command offers a useful troubleshooting tool that determines the route taken by packets as they traverse an IP network from a ShoreTel Voice Switch to a specified destination The command sends IP packets across the network and the successive batches of packets have increased TTL time to live values ShoreTel 14 2 Maintenance Guide 85 E ShoreTel Voice Switches VxWorks Command Line Interface TTL is a packet variable that defines the number of hops stations that a packet can pass through before it expires When a station receives an expired packet it discards the packet and sends a time exceeded message to the originating station The traceroute command uses these expiration messages to build the path map By determining the path to a known destination network technicians can identify firewalls bl
397. ueries specifies the number of queries execute with each TTL value The default value is 3 All integers greater than 0 are acceptable nqueries values t lt tos gt tos specifies Type of Server tos bit settings in the IP header of traceroute packets The default value is 0 Valid settings range from 0 to 255 w lt waittime gt waittime specifies the period seconds a switch waits for a reply to a traceroute packet The default value is 5 seconds Valid waittime settings range from 2 to 86400 Z lt pause gt pause specifies the period milliseconds between successive probes sent by the command The default value is 0 milliseconds Valid pause settings range from 0 to 3600000 Entering traceroute without listing any parameters returns the list of available parameters Connecting to a ShoreTel Voice Switch ShoreTel Voice Switch Half Width and Full Width voice switches provide a serial communications port accessible through a straight through 9 pin serial cable ShoreTel 14 2 Maintenance Guide 87 La ShoreTel Voice Switches Power over Ethernet Switches PoE 1 Connect a serial cable between a personal computer and the ShoreTel Voice Switch 2 Use a terminal emulation program to open a connection to the switch 3 Apply these values to the terminal settings Speed 19 2 Kbs Data bit 8 bits Stop bit 1 Parity No parity Flow Control None For information on port pinouts
398. ues sending IP address requests to the DHCP server If the DHCP server sends a conflicting IP address while the switch is using an address from a previous state the entire system restarts Use long lease times to prevent to prevent this ShoreTel recommends either static IP parameters or DHCP reservations If the switch does not receive an IP address from the DHCP server and an address is not available from a previous state the switch continues polling the DHCP server until it receives an address Setting the IP Address with VxWorks F If the switch or voicemail enabled switch is not configured with an IP address and fails to boot from flash it cannot download the application and configuration from the FTP server In this case you can manually set the IP address and boot parameters from VxWorks accessible from the maintenance port Boot parameter changes do not take effect until the switch is rebooted Note This command line interface is not available through Telnet Connecting to the Maintenance Port of a ShoreTel Voice Switch 1 Connect a straight serial cable between a personal computer and the ShoreTel Voice Switch 2 Useaterminal emulation program such as Tera Term Pro or PuTTY freeware to open a connection to the switch 3 Apply these values to the terminal settings m Speed 19 2 Kbs Data bit 8 bits Stop bit 1 Parity No parity Flow Control None The CLI Main Menu The CLI main menu automatica
399. uit Resources a Ports 1 8 Eight Loop Start Trunks DID Trunks or Extensions a Ports 9 24 Sixteen Extensions a Power Failure Transfer Unit Trunk Port 8 to Extension Port 9 ms Make Me Conference Resource 24 Ports a Ports 1 24 Maximum IP Phone Resources 120 devices Q Analog Port Reallocation 120 ShoreTel 120 Connectors 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance a 2 RJ 45 connectors for the LAN interface ShoreTel 14 2 Maintenance Guide 312 ShoreTel 120 Voice Switch D Switch Port Pinouts m 1 RJ 11 connector for connecting an analog phone extension 9 a 1 RJ 21X male connector for mass termination of the telephone trunk ports Q Power Failure Transfer Unit Trunk Port 8 to Extension Port 9 a Backup Operator Extension Port 9 ShoreTel 120 RJ 21X Telephone and Trunk Connector Table 85 ShoreTel 120 RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Trunk DID 1 Blue White 26 White Blue Extension 2 Trunk DID 2 Orange White 27 White Orange Extension 3 Trunk DID 3 Green White 28 White Green Extension 4 Trunk DID 4 Brown White 29 White Brown Extension 5 Trunk DID 5 Slate White 30 White Slate Extension 6 Trunk DID 6 Blue Red 31 Red Blue Extension 7 Trunk
400. umber is phone number 1 for correct System ID 2 was a wrong number No more attempts are made to this system number until itis corrected Verify that the number is correct ShoreTel 14 2 Maintenance Guide 250 Kai Event Codes ID 415 Severity Level Error Voice Mail Port Manager Table 56 Event Codes Voice Mail Port Manager Continued Message The outbound AMIS phone number for System ID 1 was not found Verify that the System ID includes a phone number associated with it Cause Action Verify that the System ID includes a phone number associated with it 416 Error An internal error occurred The system was unable to delete an AMIS message from the outbound message queue System ID 1 mail box ID 2 Message ID 3 417 Error The undeliverable AMIS message from 2 was not able to be delivered to 3 for AMIS System ID 1 The message is being deleted 418 Error An error occurred during the delivery of an AMIS message from 2 to 3 for AMIS System ID 1 which prevents retrying delivery at a later time The message is missing 419 Error An error occurred during the delivery of an AMIS message from 2 to 3 AMIS System ID mail box and the system tried 1 times to deliver this message The message is returned to the sender and deleted from the outbound queue 420 Error ShoreTel 14 2 An internal error oc
401. uments for this command are old and new passwords This password was created in ShoreTel Director on the System Parameters gt Other page Syntax chgrootpassword lt password gt chguserpassword Change user password The chguserpassword command changes an administrator password for accessing the ShoreTel voice switch CLI Arguments for this command are old and new passwords This password was created in ShoreTel Director on the System Parameters gt Other page Syntax chguserpassword lt password gt disablegroup Disable group The disablegroup command disables a group of services Disabling means that one group or all groups of services are suspended but not completely turned off To enable any disabled groups use the enablegroup command This command is primarily for trouble shooting During normal operation if a group of services fails the system automatically tries to restart the stopped services However for troubleshooting purposes it can be important for the group to remain inactive Syntax disablegroup lt group name gt orall disablesvc Disable service The disablesvc command disables one or all services Disabling means that a service is suspended but not completely turned off To enable disabled services use the enablesvc command This command is primarily for troubleshooting During normal operation if a service fails the system automatically tries to restart any stopped services However for troubleshooting
402. ump2pc Command Example Parameters Prompt phonectl dump2pc Prompt phonectl dump2pc destIP is the IP address of the destIP 192 168 0 170 destination IP phone to which the command is sent ShowLogLevel The showLogLevel command Table 39 prints the log level of each module for which logging is active Information is printed to the command line Table 39 showLogLevel Command Example Parameters Prompt phonectl Prompt phonectl dest IP is the IP address of the showLogLevel moduleNum showLogLevel 4 destination IP phone the command destIP 192 168 0 170 is sent to You retrieve the log level settings for this phone ShowConnlinfo The showConnInfo command Table 40 on page 191 shows information about connections created by MGCP_create messages ShoreTel 14 2 Maintenance Guide 190 6 Other IP Endpoints Retrieving Information about the IP Phone Table 40 showConnInfo Command Example Parameters Prompt phonectl Prompt phonectl dest IP is the IP address of the showConnInfo destIP showConnInfo 192 168 0 170 destination IP phone to which the command is sent ShowStats The showStats command Table 41 shows information about connections created by MGCP_create messages Table 41 howStats Command Syntax Example Parameter Prompt phonectl Prompt phonectl xid is the ID number of a specific showStats cxid destIP showStats 5 192 168 0 170 connection The value can be
403. ur manual settings PhoneCTL Command Line Tool PhoneCTL is a command line tool used to configure and diagnose ShoreTel IP phones PhoneCTL commands can be run from the Windows command prompt Syntax for PhoneCTL commands can be obtained by typing phonect1 at the prompt and pressing Enter Commands There are several categories of commands available including Configuring syslog functionality for the IP phones setLogLevel Q setServerIP setOutputDev dump2pc showLogLevel Retrieving information and statistics about phone connections Q showConnInfo 4 showStats Q showTime version Troubleshooting data transfer issues between the phone and the syslog server ifShow arpShow inetstatShow ipstatShow udpstatShow a tcpstatShow hostShow routeShow ShoreTel 14 2 Maintenance Guide 187 a Other IP Endpoints Configuring Syslog Functionality for the ShoreTel IP Phones L i e All commands are case insensitive After the phonect 1 command the user is prompted to enter a password After the user enters the correct password the device permits access to executables that configure or diagnose the respective device CLI passwords are configurable only through ShoreTel Director The default password is ShoreTel Configuring Syslog Functionality for the ShoreTel IP Phones Several commands are used to set up syslog functionality These must be run before any logging messages can be r
404. when directed by ShoreTel mwi_debug_level Logs message waiting indicator setting call flow ping lt IP Address gt Include double quotes around the IP address pri_verbose Traces a high level description of the PRI traffic sent and received by trunks on the switch Recommended setting is pri_verbose 1 print_ether_stats Prints the Ethernet statistics from the network controller Not available on Voicemail enabled Switch rdn_diag_level Used to determine why calls are routing to particular destinations similar to what gets Useful values are 0 none or 5 trace lt file_name gt 0 for the specified time in seconds and writers it to inetpub ftproot put in the DRSMain log when DRS is resolve_dn enabled reboot Reboots the switch Record2File2 port time Records inbound media on the specified port Writes to the TMS server controlling the switch FTP write access must be enabled on the server rfc2833_for_g711_debug Displays events related to RFC2833 for G711 Bitmask integer Valid settings are 0 1 and 2 Default is 0 routeShow Displays current routing table Not available on Voicemail enabled Switch ShoreTel 14 2 Maintenance Guide 112 C Voicemail Enabled Switches Command routestatShow Table 14 CLI Commands Continued Description Displays routing statistics CLI Commands Not
405. wing permissions Q Administrators Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow Q ANONYMOUS LOGON Local Launch no selection Remote Launch no selection Local Activation allow Remote Activation allow a SYSTEM Local Launch allow Remote Launch allow Local Activation allow Remote Activation allow Return to the TriggerServer Properties Security panel by clicking OK b Click Edit in the Configuration Permissions section Select the following permissions as shown in a Administrators Full Control allow Read allow Q SYSTEM GROUP Full Control allow Read allow a CREATOR OWNER Full Control no selection Read no selection a other Users Full Control no selection Read allow Return to the TriggerServer Properties window by clicking OK 5 Open the Identity panel Select The system account services only ShoreTel 14 2 Maintenance Guide 282 DCOM Permissions Kadota Utilities properties Kadota Utilities properties 1 Open the KadotaUtil Properties window by selecting MMC gt Component Services gt Computers gt My Computer gt DCOM Config gt KadotaUtil Open the General panel and set Authentication level to Default Open the Location panel and select Run application on this computer Open the Security panel a Click Edit in the Launch and Activation Permissions section Select the following permi
406. witch has from the same switch that could be related If the been identified as having issue consistently occurs or a possible issue is poor voice quality bad identified collect all necessary logs and screen call shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Assuming that no bad calls occur over the switch this alert clears automatically 3 minutes after a good call occurs A good call is one in which all streams of the call are identified as having good voice quality Warning Call Quality warning threshold A stream within a call Monitor the calls on the switch and identify any has been exceeded occurring over a switch has alerts from the same switch that could be related been identified as having If the issue occurs consistently or a possible poor voice quality bad issue is identified collect all necessary logs and call screen shots before contacting the ShoreTel Technical Support for further assistance if the problem persists Assuming that no bad calls occur over the switch this alert clears automatically 3 minutes after a good call occurs A good call is one in which all streams of the call are identified as having good voice quality Warning Switch DSP is reaching its The switch has reported Restart the switch Collect all necessary logs and limit that its digital signal screen shots before contacting the ShoreTel pro
407. wn softswitch as well as ShoreTel voice switches assigned to it Remote DVSs are valuable for the following purposes They reduce bandwidth usage because local users calls to voice mail are answered by the local voice mail application and do not pass across the WAN They increase system scale by extending the unified messaging and desktop call control services to additional users of the applications They increase system scale and reliability by providing distributed switch management call control services and unified messaging m They increase system reliability by locating workgroups on other servers and providing a location for backup workgroups to reside if a workgroup s primary server becomes unavailable They enable integration of value added applications such as ECC Recording Servers and more ShoreTel 14 2 Maintenance Guide 34 La ShoreTel Server Configuration Communications Call control is provided by Headquarters and distributed voice servers even if full network connectivity is unavailable However calls to unreachable endpoints cannot be made and call detail recording requires Headquarters server communication To add reliability to your remote server consider using redundant network paths to the Headquarters server The following sections provide more detail on the communications services and applications Configuration Communications ShoreTel system processes use Open Database Connectivity ODBC
408. wnload the custom configuration file from the Web server Because the phones have downloaded only configuration information and not switch information the phones display a No Service message Connect the phones to the production network The configuration server value can be provided through DHCP option tag 156 or 66 or specified manually on each phone Phones boot up normally Doc Type 146 ES Configuring and Maintaining 400 Series IP Phones Viewing IP Phone Diagnostic Information Viewing IP Phone Diagnostic Information You can view diagnostic information about the 400 Series IP phones in your system by using ShoreTel Director You can view diagnostic information for a specific phone through that phone s user interface Viewing IP Phones in the ShoreTel System You can view information about the IP phones in your ShoreTel system in the following ways To check the status of IP phones in your system use one of the following methods a To use the Diagnostics amp Monitoring system in ShoreTel Director to view the IP Phones status page click Diagnostics amp Monitoring gt Status gt IP Phones a To use ShoreTel Director to view the IP Phones page click Administration gt IP Phones gt Individual IP Phones To view the number of IP phones connected through a switch and the switch s phone configuration capacity check the switch configuration information in ShoreTel Director Click Administration gt Platform Ha
409. y four extensions Make Me Conference Resource 24 Ports a Ports 1 24 Maximum IP Phone Resources None ShoreTel 24A Connectors ShoreTel 14 2 13 5 mm mono connector for audio input music on hold 13 5 mm mono connector for audio output overhead paging and night bell 1 DB 9 female connector for maintenance 2 RJ 45 connectors for the LAN interface 1 RJ 11 connector for connecting an analog phone extension 9 Maintenance Guide 314 D Switch Port Pinouts ShoreTel 24A RJ 21X Telephone and Trunk Connector ShoreTel 60 Voice Switch 1 RJ 21X male connector for mass termination of the telephone trunk ports Table 86 ShoreTel 24A RJ 21X Telephone and Trunk Connector Pins Port Type Ring Pin Ring Cable Color Tip Pin Tip Cable Color 1 Extension 1 Blue White 26 White Blue 2 Extension 2 Orange White 27 White Orange 3 Extension 3 Green White 28 White Green 4 Extension 4 Brown White 29 White Brown 5 Extension 5 Slate White 30 White Slate 6 Extension 6 Blue Red 31 Red Blue 7 Extension 7 Orange Red 32 Red Orange 8 Extension 8 Green Red 33 Red Green 9 Extension 9 Brown Red 34 Red Brown 10 Extension 10 Slate Red 35 Red Slate 11 Extension 11 Blue Black 36 Black Blue 12 Extension 12 Orange Black 37 Black Orange 13 Extension 13 Green Black 38 Black Green 14 Extension 14 Brown Black 39 Black Brown 15 Extension 15 Slate Black 40 Black Slate 16 Extension 16
410. ying to assign to it ee Fatal Error Rebooting Change the switch s IP lt ShoreTel Voice Switch Host The switch automatically address to the address Name reboots and obtains anew assigned to it by the address DHCP server You can use the Find Switches page if the switch is on the same LAN as the ShoreTel server 160 Error Switch lt ShoreTel Voice Switch The ShoreTel Voice Switch Contact ShoreTel Host Name gt HAPI command experienced a fatal internal Technical Support for failed System automatically software error updated information restarting about fatal errors 161 Error Switch lt ShoreTel Voice Switch The ShoreTel Voice Switch Check the ShoreTel Host Name gt Connection to stopped communicating with server for applications Telephony Management the TMS Server that are placing Service terminated too many inordinate demands on unacknowledged events This error can result from a the processor CPU overload on the ShoreTel server Correct any application errors causing CPU overload 162 Error Switch lt ShoreTel Voice Switch A device withthe same IP Remove the offending Host Names Another device address as the switch device from the network using the same IP address appeared on the network or ask the network detected administrator to assign the switch an alternate IP address 163 Information Switch lt ShoreTel Voice Switch The switch is connected to No action Host Names Ethernet link the

ShoreTel 14.2 Maintenance Guide

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