Conferencing and Instant Messaging Planning and Installation Guide ShoreTel 13.
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Contents Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Documentation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Licensing Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Chapter 3 Network Requirements and Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Network Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Turning Off Port 5004 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up the ShoreTel System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding a Service Appliance to the ShoreTel Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Verifying Date and Time Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preface This Preface provides an overview of the Conferencing and Instant Messaging Planning and Installation Guide. Objectives This document provides planning, installation, and administration information for ShoreTel Service Appliances (SA-100 and SA-400), as well as the following services: Audio Conferencing Web Conferencing Instant Messaging Audience This guide is for the person who plans, installs, administers, and maintains the ShoreTel system.
Preface System Documentation System Documentation The following system documents are in the documentation folder on the ShoreTel DVD and can also be accessed from ShoreTel Director: ShoreTel Planning and Installation Guide provides information on how to plan the implementation of the ShoreTel 13 system, as well as how to install the necessary hardware, data communications, and telecommunications elements.
Preface Online Knowledge Base Online Knowledge Base To access additional information or to resolve issues on ShoreTel Director, you can use the ShoreTel Technical Knowledge base, accessible from the ShoreTel web site at www.shoretel.com. Document Conventions The following conventions are used in this guide: Data-entry fields, hypertext links, control buttons, keywords, and other items within the system management interface are in a boldface font.
CHAPTER 1. Conferencing & Instant Messaging Overview This document is designed for planners and system administrators looking to deploy ShoreTel® Service Appliances in their ShoreTel system to perform conferencing and instant message services. The Service Appliance installs on your network and augments the ShoreTel system with conferencing and instant messaging services.
1 Conferencing & Instant Messaging Overview About the ShoreTel Service Appliance About the ShoreTel Service Appliance The ShoreTel Service Appliance is a 1U, dedicated, plug-and-play appliance designed to integrate seamlessly into the ShoreTel system and to install where you need it on your network to provide costeffective conferencing and instant messaging (IM) services for ShoreTel system users. The 1U footprint means the unit is suitable for 19-inch equipment racks.
1 Conferencing & Instant Messaging Overview SA-400 Key Features Licenses for the SA-100 can also be used for the SA-400 (audio and web conference licenses are unchanged). SA-400 Key Features The SA-400 provides the following key features: Processor: Intel Xeon 5600/5500 series, with QPI up to 6.4 GT/s Memory: up to 192-GB DDR3 1333/1066/800 MHz ECC registered DIMM/48-GB unbuffered DIMM RAM: 6 GB Hard drives: two Seagate Constellation.2 500-GB SATA 6.0 7200 64-MB 2.
1 Conferencing & Instant Messaging Overview Integrated Services For more information about using ShoreTel Director to configure Service Appliances, see Chapter 6. For information about using ShoreTel Director, refer to the ShoreTel System Administration Guide. Note The ShoreTel system provides automated software distribution for all components on the system, including Service Appliances.
1 Conferencing & Instant Messaging Overview Instant Messaging Service Instant Messaging Service This service provides the Instant Messaging server to be used with ShoreTel Communicator for Windows and with the Apple iChat client. For the number of IM clients that Service Appliances can support, refer to the "Specifications" section on page 32. For detailed explanations and usage of available features for each application, consult the ShoreTel Conferencing User Guide.
1 Conferencing & Instant Messaging Overview Complete Failure Scenario Complete Failure Scenario In a single Service Appliance deployment configuration, the system will not have any fail-over capabilities. In a system with multiple Service Appliance, the system can ensure that a conference starts even if the preferred SA is not available. When the conference is scheduled to start, the system checks to see if the user's preferred SA is available and not overloaded.
1 Conferencing & Instant Messaging Overview Service Appliance Logs and Records Access web pages that may be linked from the meeting user interface Create meetings Access comments Start and stop meetings Configure conferencing by using Director Service Appliance Logs and Records The ShoreTel Service Appliance provides audio and web conference data to the ShoreTel system that is collected in the call detail record (CDR) database.
1 Conferencing & Instant Messaging Overview Adobe Flash 9 or Adobe Flash 10.2. Java JRE 1.6.0.15 or later. Microsoft Outlook Integration Microsoft Outlook Integration The following are required when the Microsoft Outlook integration feature is used: Microsoft Outlook 2007 SP1 Microsoft Outlook 2010 To enable one-click conference scheduling from Microsoft Outlook, the Outlook calender integration must be installed from ShoreTel Communicator.
CHAPTER 2. Planning and System Design This chapter guides you through the planning process for deploying ShoreTel Service Appliances on your network. Topic discussed in the chapter include: Recommendations .................................................................................................... 18 Determining Your Conferencing Needs..................................................................... 18 Licensing Requirements.....................................................................
2 Planning and System Design Recommendations Recommendations The following recommendations will assist you in designing your ShoreTel system to use ShoreTel conferencing capabilities. Make sure you determine the need for audio conferencing, web conferencing and Instant Messaging services. Make sure you determine licensing requirements Make sure you determine the placement of Service Appliances within the ShoreTel system topology, including external web access and security considerations.
2 Planning and System Design System Topology Table 1: Maximum Number of Participants Supported Per Conference Type Conference Type SA-100 Maximum Conference Ports SA-400 Maximum Conference Ports G.711 50 200 G.722 (High Definition) 15 15 G.729 50 50 Secure Web Conference Sessions 30 100 IM 500 (Sessions) 2,000 (Sessions) The examples below show how you can use the information in the table to determine your deployment needs: Example 1.
2 Planning and System Design Load Balancing example, if your experience includes inconsistent WAN connections, limited WAN bandwidth or known WAN quality issues, installing Service Appliances at regional sites and implementing load balancing can minimize the effect the WAN has on conference calls.
2 Planning and System Design ShoreTel 13.
CHAPTER 3. Network Requirements and Preparation Use the information in this chapter to determine specific network requirements for the ShoreTel Service Appliance 100. After determining the network requirements, you will be ready to configure your network appropriately. The topics discussed in this chapter include: Network Requirements.............................................................................................. 23 Network Bandwidth Requirements for Web Conference Sessions ................
3 Network Requirements and Preparation Network Requirements Network Requirements ShoreTel Conferencing services require that the underlying network meet all ShoreTel recommendations. Refer to the ShoreTel 13: Planning and Installation Guide for more information for recommendations about deploying a ShoreTel telephony system on your network.
3 Network Requirements and Preparation Network Bandwidth Requirements for Web Conference Sessions Table 3: SA-400 Codecs and Concurrent Audio Streams Codec Bandwidth Sampling Rate Max Audio Streams Max SRTP Streams G.711 (both a-law and u-law) 64 kbps 8 kHz 200 200 DV14/ADPCM 32 kbps 8 kHz 200 200 Linear (L16/8000) 128 kbps 8 kHz 200 200 Wideband Linear (L16/16000) 256 kbps 16 kHz 200 200 G.
3 Network Requirements and Preparation IP Addressing IP Addressing The Service Appliance requires an IP address with a permanent lease or a static IP address. Either of the following methods may be used to assign network parameters: DHCP from a network server (default out-of-the-box option) A static IP configured through the maintenance port on the back of the Service Appliance. The Service Appliance also requires a fully qualified domain name (FQDN) during configuration in ShoreTel Director.
3 Network Requirements and Preparation Security Considerations Security Considerations As security threats evolve new vulnerabilities may be discovered that require immediate resolution. ShoreTel provides upgrades to the appliance software and updates for critical security patches. If required, these upgrades are distributed independently from the standard release cycle for software upgrades.
3 Network Requirements and Preparation Deploying a Service Appliance In the DMZ Figure 1: Deploying a Service Appliance in a LAN Deploying a Service Appliance In the DMZ Deploying the ShoreTel Service Appliance in the demilitarized zone (DMZ) is the preferred method to facilitate external traffic. This requires the firewall between the DMZ and the LAN to be properly configured for ShoreTel Voice Switch ports as shown in Figure 3-2.
3 Network Requirements and Preparation Deploying a Service Appliance In the DMZ Figure 2: Deploying a Service Appliance in the DMZ Requirements In the scenario where a service appliance is deployed in the DMZ, the following requirements apply: Enable routable traffic between the DMZ and LAN. Network Address Translation (NAT) can not be used for network traffic between these points. Adequate bandwidth between DMZ and LAN with a minimum of voice latency and jitter.
3 Network Requirements and Preparation Deploying a Service Appliance In the DMZ 1. Configure your firewall to allow traffic from the IP address assigned to the Service Appliance to go through. 2. Make sure that the ports the Service Appliance supports are open. Table 4 lists the communication ports the Service Appliance supports for devices and applications on the inside of the firewall.
3 Network Requirements and Preparation Best Practice Tests Table 4: Communication Ports Used Inside Firewall(Continued) Function Switch IP Phone Communicator Service Appliance Softphone DRS HQ Server and DVS Other Softswitch UDP 5442 NTP UDP 123 DHCP Server UDP 67 SNMP TRAP UDP 162 SMTP TCP 25 DNS TCP/UDP 53 3.
CHAPTER 4. Site Requirements and Preparation This chapter provides information about preparing your site for Service Appliance installation, including concerns such as physical space, environment, and cabling. This chapter includes the following topics: Recommendations .................................................................................................... 32 Specifications ............................................................................................................
4 Site Requirements and Preparation Recommendations Recommendations The following recommendations will assist you in planning and preparing your site for the ShoreTel system. Hire a cabling contractor to install your racks, patch panels, and cabling. Have two RJ-48C cables ready for each Service Appliance. Use surge protector or UPS.
4 Site Requirements and Preparation SA-100 Specifications Table 5: SA-100 and SA-400 Specifications(Continued) Hard drive activity indicator Yes Yes Diagnostic indicators Yes Yes System status indicator Yes Yes Fan status indicator Yes Yes System identification button Yes Yes USB connectors 2 2 Slide-out system Identification panel Yes Retention clip Yes Yes 19" rack mount Yes Yes Dimensions (HxWxD) 1.67 in (4.3 cm) x 17.09 in (43.4cm) x 15.5 in (39.4 cm) 1.7 in (4.3 cm) x 17.
4 Site Requirements and Preparation SA-100 Specifications Front Panel This section provides information about the SA-100 front panel. Figure 3 and Table 6 provide information about the SA-100 front panel. In addition, a bezel is shipped with the unit that you can attach to the front panel and lock. The bezel blocks access to jacks on the front panel.
4 Site Requirements and Preparation SA-100 Specifications Figure 4: SA-100 Rear Panel indicators and Connectors Table 7: SA-100 Back Panel Indicators and Connectors Item Indicator, Button, or Connector Description 1 iDRAC6 Enterprise port Not used. 2 Serial connector (DB9) Connects a serial device to the system. Used to configure static IP address. 3 VGA Connector Not used. 4 eSATA Not used. 5 (2) USB Connectors Allows you to connects USB devices to the unit for system recovery.
4 Site Requirements and Preparation SA-400 Specifications Ethernet Ports The SA-100 uses an auto-sensing, 10/100/1000 Ethernet interface. Two RJ-48C Ethernet connections (GB1 and GB2) are provided to provide fault-tolerant deployment. The ports use the same MAC Ethernet address and IP address but are independent of each other and can be used in any sequence. However, when both ports are connected, only one will be active at a time.
4 Site Requirements and Preparation Environmental Requirements The front panel of the SA-400 includes the following light indicators (left to right): Overheating/fan failure: Flashing = Fan failure. On continuously = Appliance overheated. Network activity on LAN2: Flashing = Network activity on LAN2. Network activity on LAN1: Flashing = Network activity on LAN1. DVD-ROM/hard drive activity: Flashing green = Hard drive activity. Flashing amber = Hard drive rebuilding.
CHAPTER 5. Installing Service Appliances This chapter provides information about mounting Service Appliances in a rack, assigning the units an IP Address, and connecting it to the network. The topics discussed in this chapter include: Preparing for Installation ........................................................................................... 39 Verifying the Contents of the Box.............................................................................. 39 Location Guidelines..................
5 Installing Service Appliances Preparing for Installation Preparing for Installation The section lists things that are recommended and required to install a ShoreTel Service Appliance. Computer mounting rack capable of supporting 1U equipment. Adequate clearance in the front and back of the rack to allow adequate ventilation. Surge protector or UPS. IP address to assign to Service Appliance. ShoreTel recommends that you assign a static IP address to all Service Appliances.
5 Installing Service Appliances Location Guidelines Location Guidelines Except when they are specified separately, these guidelines apply to both the SA-100 and the SA-400: Operating temperature: 10° to 35° C (50° to 95° F) Operating humidity: 8% to 90% noncondensing Adequate ventilation after the Service Appliances are installed Installation Follow the procedures in this section to install the Service Appliance.
5 Installing Service Appliances Connecting AC Power to the SA-400 Connecting AC Power to the SA-400 There are two power connections on the rear panel of the SA-400 to ensure failover functionality. To connect AC power, follow these steps: 1. Insert the female end of the power cord into one of the two power connections on the rear panel of the SA-400. See Figure 7. 2. Insert the other end of the power cord into an AC power source. 3.
5 Installing Service Appliances Setting the IP Address Manually Setting the IP Address Manually This section describes how to set the IP address on the Service Appliance manually. ShoreTel recommends that you use a static IP address for Service Appliance. You can also use DHCP to assign the unit an IP address. If you choose to use DHCP, you must configure the DHCP server with address information for the Service Appliance prior to turning on the unit.
5 Installing Service Appliances Setting the IP Address Manually 6. At the Linux prompt, type stcli and press Enter. The ShoreTel command-line interface as shown in Figure 8 appears. Figure 8: ShoreTel Command Line Interface Note You can change the default CLI user name and password for the Service Appliance in ShoreTel Director. Refer to the ShoreTel System Administration Guide for more information. 7. Type 3 and press Enter to change the system configuration.
5 Installing Service Appliances Using DHCP to Set the IP Address 10. Type 1 and press Enter. The Change IP address prompt appears. 11. Enter the IP address that you want to assign to the Service Appliance and press Enter. 12. Type 2 and press Enter. The Change IP subnet mask prompt appears. 13. Type the IP address of the subnet you want to use for the Service Appliance. 14. Type 3 and press Enter. The Change gateway IP address prompt appears. 15.
5 Installing Service Appliances Installing the Bezel Connect Service Appliances to a device in your network, such as a switch, using the straight-through Ethernet cable provided with the Service Appliance. Note If you are using the Secure Remote Voice feature (a way to remotely generate a control signal prompted by an audible voice command), connect the second Ethernet port (ETH1) to an external network. To connect the Ethernet ports, follow these steps: 1.
5 Installing Service Appliances Configuring the Unit for Operation Configuring the Unit for Operation After you have mounted the Service Appliance in a rack and connected it to the network, you must configure the ShoreTel system to use the unit. ShoreTel Director is used to configure the ShoreTel system to use the Service Appliance. For information about using ShoreTel Director to add a new Service Appliance, see the "Adding a Service Appliance to the ShoreTel Site" section on page 52.
CHAPTER 6. Configuring the Service Appliance You must register the Service Appliance with the ShoreTel system and configure the system to use the appliance. Topics discussed in this chapter include: Upgrading the Firmware............................................................................................ 48 Service Appliance Configuration Process ................................................................. 48 Configuring the Network Time Protocol (NTP) Server ................................
6 Configuring the Service Appliance Upgrading the Firmware Upgrading the Firmware During the ShoreTel Director configuration, the appliance may require a firmware upgrade to the latest version. Upgrading the firmware of a Service Appliance located at a remote site requires a minimum bandwidth of 384 kbps between the appliance and the ShoreTel headquarters server providing the upgrade firmware. A remote upgrade may not be possible if the minimum required bandwidth is not available.
6 Configuring the Service Appliance Configuring the Network Time Protocol (NTP) Server Configuring the Network Time Protocol (NTP) Server The NTP server is used to synchronize the clock on the Service Appliance. The NTP server must be configured for every Service Appliance in a site. Note This procedure is required only for static IP addresses or DHCP configurations that do not already have a configured NTP server. 1. In Director, click Sites. 2.
6 Configuring the Service Appliance Installing the Licenses 4. Click the Register and Request System Key button at the top of the page. The Contact Information page appears. 5. Enter the information requested in the Register and request system key section. Be sure to include the Sales order number from your purchase and your primary contact information. 6. Click the Now button above the information fields. Your request is sent to ShoreTel for processing. Your license key will be sent presently.
6 Configuring the Service Appliance Configuring a Conference Extension 3. In the Extension field, enter the available extension number that you want to use for ShoreTel Conference to change the internal extension assigned to ShoreTel Conference. 4. In the External Number field, enter the valid phone number that you want to use for ShoreTel Conference. Note Make sure that the number that you use is properly mapped to a telephony trunk.
6 Configuring the Service Appliance Turning Off Port 5004 Turning Off Port 5004 The Service Appliance does not support using port 5004 for RTP audio transmissions. Make sure that the option to use port 5004 for RTP is turned off: 1. Launch ShoreTel Director. 2. Click Administration > Call Control > Options. The Call Control Options page appears. 3. Uncheck the Always Use Port 5004 for RTP check box. 4. Click Save. 5.
6 Configuring the Service Appliance Adding a Service Appliance to the ShoreTel Site 6. Enter the appropriate information to register the Service Appliance with the ShoreTel system. Table 8 provides information about the registration fields. 7. Click Save. Table 8: Registration Fields for the Service Appliance Field Description Name (required) Enter the name that you want to use to identify the Service Appliance.
6 Configuring the Service Appliance Verifying Date and Time Synchronization Verifying Date and Time Synchronization 1. On your service appliance, open a Windows secure shell (SSH) window. 2. Run the date command. 3. Verify that the NTP Server on your service appliance is using the same NTP server as the rest of your ShoreTel equipment.
6 Configuring the Service Appliance Setting Up a Service Appliance to Remote Service Appliances have access to Service Appliance services when there is no unit installed on the headquarters site, you can configure a backup site containing a Service Appliance for the headquarters server. Configuring the backup site with the headquarters server establishes a hierarchical branch that allows all users throughout the system access to Service Appliance services.
6 Configuring the Service Appliance Configuring the Conference Viewer Page Requests for the web portal by endpoints using this Service Appliance will be redirected to the proxy portal. If a device is not available to perform the web portal proxy service, the headquarters server will use the remote Service Appliance. Also, checking the Is Remote Service Appliance check box informs the system not to redirect calls to this Service Appliance for failover purposes.
6 Configuring the Service Appliance Configuring the Conference Viewer Page b. Select the Custom link radio button and enter the path to the destination that you want users to go to when they click on the logo. 7. In the Window Title field, enter the name that you want to use as the identifier for conferences managed by this Service Appliance. The name will appear on the browser tab of active conferences. The default name is ShoreTel Conference. 8.
6 Configuring the Service Appliance Configuring the Client Interface Figure 12: Website Page Configuring the Client Interface You can set interface parameters that affect conference participants. You can insert a logo on the conference viewer web page, activate a tone that signals a user joining a conference, and you can set up a link that directs participants to a web page at the completion of their conference. To configure these parameters for the client interface, do the following: 1.
6 Configuring the Service Appliance Configuring HTTPS 6. For the Alert Sound parameter, click Yes or No to choose whether a tone sounds when a user enters a conference. 7. In the Exit Page field, enter the path to the page that you want to direct participants to when the conference ends. 8. In the Default Conference Type field, specify the default condition that you want to use for starting conferences.
6 Configuring the Service Appliance Uploading an HTTPS Certificate 3. Select a Service Appliance listing and in the Quick Launch column and click Launch. The Service Appliance Conference Administration Conferences page appears. 4. Click the HTTPS tab. The HTTPS tab appears. 5. Enter the HTTPS parameters. For a description of the HTTPS fields, see Table 10. Note On the HTTPS tab, an asterisk indicates a required field. 6. Click Create CSR. The ShoreTel system creates a CSR and a private key.
6 Configuring the Service Appliance Enabling HTTPS Note Wildcard certificates that you upload get automatically transferred to all Service Appliances, including units that you add to the system later. 1. Launch ShoreTel Director as a user with administrator privileges. For information about creating a user with the required privileges, see Configuring the Conference Viewer Page on page 56. 2. Click Administration > Platform Hardware > Voice Switches/Service Appliances > Primary.
6 Configuring the Service Appliance Using the Firefox Browser To enable HTTPS on a Service Appliance, follow these steps: 1. Launch ShoreTel Director as a user with administrator privilege. For information about creating a user with the required privileges, see Configuring the Conference Viewer Page on page 56. 2. Click Administration > Platform Hardware > Voice Switches/Service Appliances > Primary. The Primary Voice Switches/Service Appliances page appears. 3.
6 Configuring the Service Appliance Creating Users Creating Users Anyone can participate in or initiate ad hoc conference calls. However, the ShoreTel Conferencing users referred to here are ShoreTel system users who are granted accounts that allow them to schedule and host conferences on a Service Appliance. For information about configuring users, refer to the ShoreTel System Administration Guide. To configure ShoreTel Conferencing users, perform the following steps: 1. Launch ShoreTel Director. 2.
6 Configuring the Service Appliance Configuring the IM Class of Service 5. Check the Enable Offline Message checkbox if you want to allow users to leave messages for IM users who logged in that the logged off user can get when they log in. Note If you are using an SSL certificate, check the Enable TLS checkbox to allow users to encrypt IM messages using Transport Layer Security (TLS) protocol. 6.
6 Configuring the Service Appliance Migrating IM and Presence Users to a Service Appliance Select Auto accept invitation to have the system automatically accept a presence invitation for the user. Select Prompt to accept invitation to have the system issue a prompt to the user when another user sends a presence invitation.
6 Configuring the Service Appliance Enforced Scheduling Note Use of the Outlook add-in is not dependent upon Exchange Server integration. The connector is designed to allow one service appliance to serve as intermediary for all of the others. This unit will poll the Exchange server periodically and maintain the connection between the server and the ShoreTel system, which will update the other appliances as required.
6 Configuring the Service Appliance Enabling the ShoreTel Connector to Microsoft Exchange Exchange e-mail address for end users. To enable the ShoreTel Connector for Microsoft Exchange, follow these steps: 1. Launch ShoreTel Director as a user with administrator privilege. For information about creating a user with the required privileges, see Configuring the Conference Viewer Page on page 56. 2. Click Administration > System Parameters > Other. The Edit Other Parameters page appears. 3.
6 Configuring the Service Appliance Monitoring the Exchange Connector Monitoring the Exchange Connector ShoreTel conferencing uses only one Service Appliance to monitor the Exchange connector. The system automatically chooses a unit to monitor the connector based on a number of criteria, including whether the unit is associated with the headquarters server. Only headquarters site Service Appliances can perform Exchange Synchronization.
6 Configuring the Service Appliance Conferences Figure 13: Primary Voice Switches/Service Appliance Page Figure 14: Service Appliance Conference Administration Page Conferences The default view for the administrator when they enter the Conference Administration UI is Conferences. This page allows the administrator to view a list of conferences hosted on the system.
6 Configuring the Service Appliance Reports 1. Launch ShoreTel Director as a user with administrator privilege. (The default administrator, admin, cannot be used.) 2. Click Administration > Platform Hardware > Voice Switches/Service Appliances > Primary. The Primary Voice Switches/Service Appliances page appears. 3. Select a Service Appliance and in the Quick Launch column click Launch. The Service Appliance Conference Administration Conferences page appears, as shown in Figure 13. 4.
6 Configuring the Service Appliance Reports Figure 16: Service Appliance Reports - Concurrent Ports ShoreTel 13.
CHAPTER 7. Maintenance ShoreTel Director provides operational maintenance information for all appliances as well as switches, ports, servers and services. This section summarizes information available regarding the Service Appliance 100. For detailed explanations of maintenance options for all system components see the ShoreTel System Administration Guide and ShoreTel Maintenance Guide. Topics discussed include: Quick Look ..................................................................................
7 Maintenance Quick Look Quick Look Quick Look provides a broad range about your system. Viewing Maintenance Information The Quick Look maintenance panel provides a snapshot of the entire ShoreTel system. It includes information about each site and the corresponding system devices. To view Quick Look, follow these steps: 1. Launch ShoreTel Director with administrator privilege. 2. Click Maintenance > Quick. The Quick Look page appears as shown in Figure 17.
7 Maintenance Viewing System Information Table 11: Quick Look Fields and Descriptions(Continued) Field Description TMS Comm Indicates the number of active appliances and switches on the site and the number of registered appliances and switches on the site Usage Reports the current state of the site Service Indicates the current service status of the site Servers and Appliances Type Lists the appliances and servers installed on your ShoreTel system Status Indicates the current service status of
7 Maintenance Viewing System Information 2. In the Site column, select the site on which the Service Appliance that you want to view is installed. The Maintenance Switches and Service Appliance Summary panel appears as shown in Figure 18. Figure 18: Maintenance Switches Summary panel The columns on the Maintenance - Voice Switches and Service Appliances Summary panel that are relevant to the Service Appliance 100 are as follows: Switch/Appliance: Name of the service appliance.
7 Maintenance Viewing Maintenance Information for a Service Appliance Upgrade in Progress: The appliance is currently being upgraded with a new software version. Firmware Version Mismatch: The appliance is running a version of software that does not match the version on the server. The appliance continues to provide audio and Web conferencing and IM services, but does not have access to any voice services on the server.
7 Maintenance Viewing Maintenance Information for a Service Appliance Figure 19: Service Appliance Maintenance Screen The Service Appliance Maintenance window provides the following information: Service Appliance section: Lists the appliance name, connection details, overall status and the following: ShoreTel 13.
7 Maintenance Viewing Current Conference Activity Information Voltages: Status of the internal voltages, with the following states: OK Failed Unknown Ports section: Lists all ports in use and free for both audio and Web conferencing. Details section: Lists the following additional information: Last Boot Time: The last time the appliance booted. Connect Time: The last time the server re-established a connection with the appliance.
7 Maintenance Viewing Switch Connectivity Figure 20: Service Appliance Maintenance Panel Note The IM Peak Sessions value represents the peak load observed on the appliance since the last restart. This value will reset to zero if the Service Appliance is restarted. Viewing Switch Connectivity The Switch Connectivity panel lists all ShoreTel Service Appliances, Voice Switches and Softswitches when Distributed Routing Service (DRS) is disabled.
7 Maintenance Viewing Audio and Web Conferencing Activity Figure 21: Switch Connectivity panel The Switch Connectivity panel includes the following: Connectivity Grid: The following indicators provide information about the listed switch/appliance: Green (C) indicates that the switch/appliance is connected and communicating with other switches/appliances in the system. Yellow (U) indicates that the switch/appliance connectivity is unknown because it cannot communicate with TMS.
7 Maintenance Viewing the IM Servers Maintenance Summary Figure 22: Service Appliances Maintenance Screen The Service Appliance Maintenance Summary panel includes the following: Name: The name given to the unit. Site: The name of the site where the Service Appliance is installed. Audio Port: Provides information about conference audio ports. Peak: Indicates the maximum number of audio ports requested concurrently. Current: Indicates the number of audio ports currently in use.
7 Maintenance Viewing the IM Servers Maintenance Summary 1. Launch ShoreTel Director. 2. Click Maintenance > IM. The IM Servers Maintenance Summary page appears as shown in Figure 23. Figure 23: IM Servers Maintenance Summary Page The IM Servers Maintenance panel includes the following: Name: The name of the appliance providing IM services. Site: The site in which the appliance is installed. Total Users: Total number of users registered on the site.
CHAPTER 8. Going Live and Training This chapter provides the requirements and other information for introducing the Service Appliance 100 and ShoreTel Conferencing services to your organization. The topics discussed include: Complete Operational Testing of Service Appliances ............................................... 84 Assign Users to Each Service Appliance .................................................................. 85 Verify Licensing ........................................................
8 Going Live and Training Complete Operational Testing of Service Appliances Complete Operational Testing of Service Appliances After you have installed the Service Appliance, you should test the system to make sure that conferencing and IM services are working properly before making them available to the community.
8 Going Live and Training Assign Users to Each Service Appliance Assign Users to Each Service Appliance Make sure that the ShoreTel users you want to be able to create and host conferences or use instant messaging services are assigned to a Service Appliance. For information about assigning ShoreTel users to a Service Appliance, see the "Creating Users" section on page 63.
8 Going Live and Training Training Online training for Service Appliance and ShoreTel Conferencing services includes the following: Installing, Administering and Using the Service Appliance 100, an online, virtual live-training class administered by ShoreTel. Using ShoreTel Conferencing, an online self-paced training course designed to familiarize users and administrators with the capabilities and use of all ShoreTel Conferencing features.
CHAPTER 9. Backup and Restore This chapter describes the process for enabling automatic backup of Service Appliance files and data. Should an appliance experience a catastrophic failure or a data corruption, the availability of regular backup files can simplify recovery and minimize the cost of such a failure. The topics discussed include: Service Appliance Backup ........................................................................................ 88 Service Appliance Restore.........................
9 Backup and Restore Service Appliance Backup Service Appliance Backup ShoreTel recommends that you back up your Service Appliances daily to protect critical data. This feature is not meant as a method of archiving or as a method for retrieving accidentally deleted files. The files containing user library data, conference recordings and user images, collectively referred to as content files should be backed up on a daily basis.
9 Backup and Restore Service Appliance Backup 2. Select Administration > Platform Hardware > Voice Switches / Service Appliances > Primary. The Primary Voice Switches/ Service Appliance page appears. 3. In the Name column, select the Service Appliance that you want to configure for backup. The Edit Service Appliance page appears, as shown in Figure 24. Figure 24: Edit Service Appliance 100 Page 4. Scroll down to the Backup section and do the following: a. Check the Enable Daily Backup check box. b.
9 Backup and Restore Service Appliance Restore f. In the Password fields, enter the password the Service Appliance needs to use to login to the FTP. Service Appliance Restore There is not a ShoreTel Director utility for the purpose of restoring Service Appliance content. Restore is performed on demand through establishing an SSH or serial connection to the appliance and then using CMCA ServicesMgr command line interface (svccli) commands.
