3HORE4EL !DMINISTRATION 'UIDE
Document and Software Copyrights Copyright © 1998–2006 by ShoreTel, Inc., Sunnyvale, California, U.S.A. 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.
Contents PREFACE Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preface-ix Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preface-ix Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22 Assigning an Administrative Role to a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24 CHAPTER 3: SHORETEL SITES Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Importing Local Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Edit DID Range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Edit DNIS Digit Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Additional Local Area Codes . . . . . . . . . . . . . . . .
System Directory Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Distribution Lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Notify Users . . . . . . . . . . . . . . . . . . . . . . .
Maintenance Switches Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-3 Switch Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-7 Switch Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-7 Link Section . . . . . . . . . . . . . . . .
Trunk Activity Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Agent Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Agent Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Service Level Summary Report . . . . . . . . . . . . . . . . . . . . . . .
Preface This preface provides information about the objectives, organization, and conventions of the ShoreTel 6.1TM Administration Guide. Objectives This guide explains how to use ShoreWare Director to configure, administer, and maintain the Shoreline Communications System. The planning and installation procedures are covered in the ShoreTel 6.1 Planning and Installation Guide.
Preface Documentation Overview The ShoreTel system is documented as described in the following sections. System Documentation The following system documents are in the documentation folder on the ShoreWare Server CD and the ShoreWare Call Manager CD, and can also be accessed from ShoreWare Director: • ShoreTel 6.
Preface Release Notes The release notes listed below provide information about new releases and new features as well as installation and upgrade information. They can be found in the documentation folder on the associated CD, and can also be accessed from ShoreWare Director.
Preface Preface – xii ShoreTel, Inc.
C H A P T E R 1 Using ShoreWare Director This chapter provides information about using ShoreWare Director. Sections in this chapter include: • • • • • • Overview of ShoreWare Director Login Product Registration Navigation Frame Data-Entry Frame Getting Started Overview of ShoreWare Director ShoreWare Director is a web-based administration and maintenance tool that lets you manage your ShoreTel 6.1TM system from anywhere on your IP network. The ShoreTel 6.
Using ShoreWare Director Figure 1-1 ShoreWare Director Individual Users List Page Architectural Overview The main ShoreWare server hosts the web site for ShoreWare Director using Microsoft Internet Information Server. When you launch a web browser and navigate to the ShoreWare Director web site, the server provides HTML web pages from which you can add to, delete from, and edit the configuration of the system (see Figure 1-1).
Using ShoreWare Director Multi-user Management ShoreWare Director allows simultaneous access to ShoreWare Director by multiple users. To ensure data integrity, the database is locked during save transactions in ShoreWare Director. If another user tries to save changes while the database is locked, ShoreWare Director advises the user that the changes were not saved; the user simply needs to save the changes again.
Using ShoreWare Director Table 1-1 on page 1-4 gives example phone numbers for all the countries supported by ShoreWare Director. Table 1-1 International Phone Number Examples Phone Number Country +1(408) 331-3300 U.S.
Using ShoreWare Director The parameters that you can set on the page shown in Figure 1-2 are described here: Play and Record Using This controls how you play and record an auto-attendant prompt. • PC—Click this button if you will play and record via your PC’s speakers and microphone. This requires that you have a sound card installed in your computer. • Telephone—Click this button if you will play and record via your telephone handset.
Using ShoreWare Director Login To access ShoreWare Director, you must enter its Uniform Resource Locator (URL) in your web browser’s address field. Typically, this has the form: http:///ShoreWareDirector After entering the URL, click Go or press the Enter key, and the login page appears as shown in Figure 1-3.1 NOTE You can use the name of your ShoreWare server if you have a name resolution service available; otherwise, use the IP address of the server.
Using ShoreWare Director Step 2 Click Login to log in or click Cancel to re-enter your user ID and password. NOTE You can find the current build number associated with the installed software in the lower left corner of the Login Page.
Using ShoreWare Director After you have registered ShoreWare Director, the Quick Look page (shown in Figure 1-5) appears in the browser window.
Using ShoreWare Director Navigation frame Figure 1-6 Data-entry ShoreWare Director Layout Clicking a link further expands the list or takes you directly to a page that appears in the data-entry frame. For example, clicking System Parameters expands the list; clicking System Extensions under the System Parameters link takes you to the System Extensions edit page; and clicking Switches under the System Parameters link takes you to the Switches list page.
Using ShoreWare Director Logging Off To log off from ShoreWare Director, click the Logoff link in the navigation frame. NOTE You are automatically logged off after 60 minutes of inactivity unless you are viewing the Quick Look page or a Switch maintenance page. Data-Entry Frame The data-entry frame provides a way to add, delete, or edit the system configuration, as well as to view status and issue commands to ShoreWare Director.
Using ShoreWare Director Linking to Edit Pages List pages provide a way to navigate to individual records for the purpose of viewing, changing, or deleting information. For example, clicking a bold user name in the first column in Figure 1-7 takes you to the Edit User page, where you can view and change the configuration of that user. The items in bold on list pages link to the most common record to be changed. In addition, other items are underlined to allow fast navigation to related edit pages.
Using ShoreWare Director Edit Pages Edit pages include user interface controls that let you view and change individual system parameters. They also include command buttons that let you perform functions such as save and delete. Figure 1-8 1 – 12 Edit User Page ShoreTel, Inc.
Using ShoreWare Director Control Buttons This section describes the functions of the five control buttons that appear on most edit pages. NOTE Individual data-entry fields, drop-down lists, and option buttons are described in the appropriate sections throughout each chapter. New Click to create a new record based on default values. NOTE Copy This does not overwrite the values of the original record. Click to create a new record based on the relevant values of the current record.
Using ShoreWare Director ❑ Configure system parameters from the System Parameters link: • Install any new licenses your installation requires from the Licenses page. • Configure the system’s dialing plan from the Dialing Plan page. Review the extension length as well as the dialing plan reservations for extensions and trunk access codes. • Configure the system’s extensions from the System Extensions page.
Using ShoreWare Director ❑ Configure any ShoreTel Converged Conference Bridges in your system from the Conference Bridges page. For more information, see the ShoreWare Converged Conference Administration Guide. Then configure the Conference Bridge server settings to enable document sharing and Make Me conferencing (see “Adding a Conference Bridge Server” on page 5-1). ❑ Configure the ShoreTel Contact Center Solution in your system.
Using ShoreWare Director ❑ Configure the following users before you add general users to the system: • During installation, a system administrator is set up. Assign a person at your site to this role. When you assign a system administrator, the default user ID and password must be changed. Make a note of the new user ID and password, since the defaults (admin and changeme) will no longer be available. • Configure an Operator for each site.
Using ShoreWare Director ❑ Configure the auto-attendant parameters from the Auto-Attendant edit pages: • Configure each auto-attendant menu from the Menus page. ❑ Set schedules from the Schedules link. These may be used by the autoattendant or paging groups. ❑ Configure the workgroups from the Workgroups edit page: • Configure the workgroup. • Configure the call handling modes. • Configure the queue, including prompts.
Using ShoreWare Director 1 – 18 ShoreTel, Inc.
C H A P T E R 2 Setting Up System Parameters This chapter explains how to set up system-wide parameters from the System Parameters link. Click the System Parameters link in the navigation frame to display additional links, as shown in Figure 2-1. Figure 2-1 System Parameters Navigation Links ShoreTel 6.
Setting Up System Parameters System parameters are grouped into categories corresponding to the sections in this chapter: • • • • • • • • • • Dialing Plan Digit Translation Tables System Extensions SNMP BOOTP Server Other Parameters Languages Licenses Contact Information Administrative Permissions Dialing Plan The Edit Dialing Plan page (Figure 2-2) lets you define the conventions for how extensions, trunk access codes, menu numbers, and distribution list numbers are managed by the system.
Setting Up System Parameters Parameters The parameters on the Edit Dialing Plan page are as follows: Number of Extension Digits This parameter tells you the current number of extension digits on the system. The ShoreTel 6.1 system supports extension lengths of 3, 4, or 5 digits. The default is 3 digits. To increase the extension length, click the Increase Extension Length link.
Setting Up System Parameters Dialing Plan (cont.) • Trunk Access Codes [2 Digit]—Defines the range solely for 2-digit trunk access codes. • Trunk Access Codes [3 Digit]—Defines the range solely for 3-digit trunk access codes. The ShoreTel system provides a single, global image across sites and this needs to be considered in the dialing plan. Extensions, trunk access codes, operator digits, and emergency numbers for your various sites must not overlap.
Setting Up System Parameters First Menu Number Last Menu Number These parameters define the lower and upper boundaries, respectively, for the numbers reserved for menu numbers. These values must be consistent with digit reservations for extensions. The auto-attendant, in general, has an extension number defined on the System Extensions edit page. Menu numbers define the specific menu number on the system, since the system supports a total of 256 menus.
Setting Up System Parameters To increase the extension length: Step 1 Click Increase Extension Length. A warning dialog appears as shown in Figure 2-3. Step 2 Click Yes to increase the extension length. Figure 2-3 Step 3 Figure 2-4 Warning Dialog Box Specify the new digit or digits to be added in front of all existing and future extension numbers (see Figure 2-7). Click OK to apply the change.
Setting Up System Parameters When using the ShoreTel application server as a PBX, set up the Digit Translation Table in the following way: Actual Extensions Digit Translation Table ShoreTel Legacy VM Original Digits Replacement Digits 5xx 65xx 5 65 3xx 73xx 3 73 2xx 83xx 2 83 65xx 5xx 65 5 66xx 6xx 66 6 75xx 3xx 75 3 To create a digit translation table: Step 1 Click New and the Digit Translation page appears as shown in Figure 2-6 Digit Translation Page and Entry Dialog Box
Setting Up System Parameters Figure 2-7 System Extensions Edit Page Parameters The parameters on the System Extensions edit page are described below. Voice Mail Extension This is the extension that is used for forwarding calls to voice mail. The value must be a valid, unused extension. For example, if User A is configured to have calls forwarded to voice mail on ring no-answer, and User B calls User A, the call is routed to this extension after the no-answer number of rings.
Setting Up System Parameters Account Code Extension This is the extension on the headquarters SoftSwitch associated with the account codes application. When account code collection is optional or forced, calls are routed to this extension for an account code prompt. See also “Account Codes” on page 9-3. Auto-Attendant Extension This is the extension associated with the autoattendant. If you want to dial the auto-attendant, this is the extension you would use.
Setting Up System Parameters Figure 2-8 SNMP Edit Page Parameters The parameters that appear on the SNMP edit page are as follows: Community Strings This parameter lets you set the password for the ReadOnly (Get) and Read/Write (Get/Set) strings. NOTE When no community string is enabled, the SNMP agent is disabled. • Read-Only (Get)—Set this string to enable read-only SNMP access. • Read/Write (Get/Set)—Set this string to enable read-write SNMP access.
Setting Up System Parameters BOOTP Server If your site uses a fixed IP address scheme, you can use the BOOTP server feature to assign IP addresses to voice switches. This is accomplished from the BOOTP Server edit page (Figure 2-9), which is invoked by clicking the BOOTP Server link from under System Parameters in the navigation frame. Please refer to the ShoreTel 6 Planning and Installation Guide for more information on assigning IP addresses.
Setting Up System Parameters Other Parameters A number of system-wide site parameters can be configured from the Other Parameters edit page (shown in Figure 2-10). To display this page, click the Other link under System Parameters in the navigation frame.
Setting Up System Parameters The parameters grouped under Log File Storage are defined as follows: Max Days (1–30) This parameter specifies the number of days information will be stored in the log files on the ShoreWare server. Each evening, information older than the maximum days specified here is automatically deleted from the log files to help manage the amount of hard disk space used. Max Size (10–30000) MB This parameter specifies the maximum size (in MB) of all log files on the ShoreWare server.
Setting Up System Parameters • Trunk Group Edit. English is enabled by default, but it may be disabled and another language selected. If you try to disable a language already in use in the system, Director will display a warning before disabling the language. Licenses Clicking Licenses in the navigation frame shows two license page links: Requirements and Keys. The License Requirements page (shown in Figure 2-12) displays the keyed licenses and the self-audited licenses.
Setting Up System Parameters These licenses are counted on the License Requirements page in Director, the Keyed Licenses section. The licenses are grouped according to four categories: Keyed Licenses Count ShoreWare Extension License The licenses counted here include all extensions \licensed by both Extension Only and Extension and Mailbox licenses. ShoreWare Mailbox License The licenses counted here include all mailboxes licensed by both Mailbox Only and Extension and Mailbox licenses.
Setting Up System Parameters To edit comments for a key, click the license key link. A dialog box with the key, comments, and description appears as shown in Figure 2-14. You can enter comments about the license in the comment text box. Figure 2-14 2 – 16 License Key Info Dialog Box ShoreTel, Inc.
Setting Up System Parameters Self-Audited Licenses The licenses listed below are self-audited. If the usage exceeds the current licences, you will be notified until licensed capacities meet or exceed usage. Self-audited Licenses ShoreWare Operator Call Manager Software The number of ShoreWare Operator Call Manager licenses. ShoreWare Workgroup Agent Call Manager Software The number of ShoreWare Workgroup Agent Call Manager licenses.
Setting Up System Parameters Contact Information The System Parameters Edit Contacts page (shown in Figure 2-15) lets you provide contact information that is used for registering your ShoreTel system with ShoreTel, Inc. It includes the software’s serial number and VAR identification number, as well as the names and phone numbers of people who are administering and maintaining the system. This information is entered the first time ShoreWare Director is started, and is sent via email to ShoreTel, Inc.
Setting Up System Parameters Parameters The parameters that appear on the System Parameters Edit Contacts page are as follows: Serial # This required field is the serial number of the ShoreTel 6.1 software. VAR ID # This required field is the identification number of the Value Added Reseller (the company that installed the system). Company This required field is the customer’s company name. Address This required field is the customer’s address. City This required field is the customer’s city.
Setting Up System Parameters • To print the registration information for mailing via regular mail, click Print. Mail the registration information to the following address: Customer Advocacy — Product Registration ShoreTel, Inc. 960 Stewart Drive Sunnyvale, CA 94085 Administrative Permissions The Administrator Permissions pages allow the System Administrator to assign and delegate administrative roles to users at one or more sites.
Setting Up System Parameters Figure 2-17 Adding or Editing Administrative Roles ShoreTel 6.
Setting Up System Parameters Parameters Click parameters to enable permissions. Permissions are additive; that is, the more selections, the greater the permissions. Select as many or as few as are needed for the administrative role being defined. As an example, a company with one system administrator might have all parameters turned on. As another example, an administrative assistant may only have permission to change Distribution Lists at one site. Name This is the name of the Administrative Role.
Setting Up System Parameters User Group Assignment Permission to add users to or move users between user groups may be granted for all sites or for a set of selected sites. Click All User Groups to grant permission system-wide. Click Selected User Groups to limit permissions, then highlight the user groups to be permitted, and click Add to move them to the permitted list. Be sure to select all groups you may be moving users to or from.
Setting Up System Parameters NOTE The initial administrator set up during installation has full permissions. When upgrading the ShoreTel system, current System Administrators are granted full permissions. Current Technical Support users have no permission to change parameters but are allowed to read all pages. NOTE For some Director pages where read-only permission is given to some parameters because all parameters on the page may not be changed, the readonly fields will be grayed out.
Setting Up System Parameters The Administrator List page (see Figure 2-18) shows the administrative role assigned to each user. A user may have only one administrative role assigned. New users are created with no administrative role assigned to them. Click “Search” to see a list of users. Figure 2-19 Assigning an Administrative Role to a User After defining the various Administrative Roles, you select which users will be assigned which roles.
Setting Up System Parameters 2 – 26 ShoreTel, Inc.
C H A P T E R 3 ShoreTel Sites This chapter explains how sites are implemented and configured in a ShoreTel system. This chapter provides information on the: • Site concept • Sites list page • Site edit page and parameters Overview ShoreTel supports the concept of sites. A site is defined as a geographical location that has ShoreGear voice switches. This can be a headquarters site, a regional office, or a user’s home office. Figure 3-1 Sites List Page ShoreTel 6.
ShoreTel Sites Configuring sites lets you assign features to the associated site. For example, a site has a country, a unique local area code, and a unique site operator, as well as a unique admission control setting. NOTE ShoreTel, by default, is configured with one site, called “Headquarters.” Configuring Sites The Sites link in the ShoreWare Director navigation frame gives you access to the Sites list page as shown in Figure 3-1.
ShoreTel Sites Language This is the default language for the site. You must obtain a license to enable more than one language. For more information see “Languages” on page 2-13. Parent The default parent site is Headquarters. Headquarters does not display the drop-down list of sites. Sites other than Headquarters must select a parent.
ShoreTel Sites Caller’s Emergency The Caller’s Emergency Service ID (CESID) is the telephone Service Identification number sent to the service provider when a user dials an (CESID) emergency services number (e.g., 911 in the U.S.). This feature is only applicable to T1 PRI trunks. See Appendix B, "Emergency 911 Operations" for more information. Time Zone This is the site’s time zone that is associated with the ShoreGear switches and is used to deliver the correct time and date to Caller ID telephones.
ShoreTel Sites FAX Redirect Extension When a fax tone is detected, incoming calls are automatically transferred to this extension. Each site may have its own fax redirection number. Which fax redirection number is used depends on how the call is answered. • If the user answers the call, the fax redirection extension of the user’s site will be used.
ShoreTel Sites Figure 3-3 3–6 IP Phone Address Map Edit Page Site If you are setting the IP address range for a site other than the one shown in the Site drop-down list, select it from the list. Low IP Address This is the lowest IP address of the range of addresses. High IP Address This is the highest IP address of the range of addresses. Caller’s Emergency Service Identification (CESID) Enter the Caller’s Emergency Service ID to be used for IP phones in this IP address range.
C H A P T E R 4 Configuring Application Servers This chapter explains how to set up servers in a ShoreTel system. This chapter provides information on: • • • • ShoreTel servers Distributed voice mail servers Legacy voice mail integration How to add servers to the system Overview The ShoreTel system supports not only distributed call control, but also distributed voice application servers.
Configuring Application Servers • Maintenance—The system provides a web site accessible through ShoreWare Director for maintenance of all the remote servers. The distributed voice applications use a Remote TAPI Service Provider that relies on the call control information from the main server. When you want to add reliability to your remote server, consider using redundant network paths to the main server.
Configuring Application Servers HQ servers, and they may be the same server or different servers. For proper functionality of the switch-to-switch extension monitoring, the following conditions must exist: — Switch A must be able to talk to server X. — Server X must be able to talk to server Y. — Server Y must be able to talk to switch B. — If X and Y are the same, connectivity is, of course, assumed to exist.
Configuring Application Servers For more information about integration to legacy voice mail systems, see the ShoreTel 6.1 Planning and Installation Guide. Adding Application Servers The Application Servers link in the ShoreWare Director navigation frame gives you access to the Application Servers list page as shown in Figure 4-1. Figure 4-1 Application Servers List Page The Application Servers list page is presented in alphabetical order.
Configuring Application Servers Figure 4-2 Application Servers Edit Page, SMDI for External Voice Mail ShoreTel 6.
Configuring Application Servers Figure 4-3 Application Servers Edit Page, SMDI for ShoreTel Voice Mail Parameters The parameters on the Application Servers edit page are as follows: Name This is the name of a new or existing server. Host IP Address This is the IP address of the server. If you enter the server host name, Director resolves the IP address for you when click Ping this Server. You can also use the Ping this Server button to test the connectivity between your client PC and the new server.
Configuring Application Servers Voice Mail Login Extension This extension is used to log in to the voice mail server. Auto-Attendant Extension This extension is used by the auto-attendant server. Assigned User Group This is the assigned user group for the server. Because voice mail places outbound calls, the server must have assigned permissions. Default Auto-Attendant Each server can have a different default auto-attendant Menu menu.
Configuring Application Servers Simplified Message Desk Interface (SMDI) ShoreTel Voice Mail ShoreTel Voice Mail If this application server is to function as a voice mail server for a legacy PBX, check this box. Trunk Group Select the trunk group to be used by the legacy PBX for voice mail traffic. COM Port (1-10) This is the COM port used by SMDI. Message Desk Number The Message Desk default is 1. Valid values are 1 through (1-999) 999. Set the number that the voice mail system expects.
Configuring Application Servers Enter the Extension to be used to access the legacy voice mail system. Also enter the physical Port to be assigned to the extension. And finally, include the Logical Terminal Number for the extension. Trunks in the trunk group that sends calls to external voice mail use a Logical Terminal Number. Make as many entries as are necessary. For application servers configured for ShoreTel voice mail, select a translation table from the Translation Table drop-down list.
Configuring Application Servers 4 – 10 ShoreTel, Inc.
C H A P T E R 5 Configuring Conference Bridges This chapter explains how to set up ShoreWare conferencing servers to support Make Me conferencing and document sharing in a ShoreTel system. This section provides information on: • How to add a conference bridge, or collaboration server, to the system • Other parameters impacting the use of conferencing ShoreTel conferencing handles calls that share both voice and data.
Configuring Conference Bridges Figure 5-1 Conference Bridges Main and Edit Pages Enter parameters for the new server as described below and then click Save. Parameters The parameters on the Conference Bridges edit page are as follows: Name This is the name of a new or existing server. Site This is the physical location of the server. Fully Qualified Domain Name This is the server host name. If you enter the server host name, Director resolves the IP address for you when click Ping this Server.
Configuring Conference Bridges Checking Conference Port Status From the Maintenance link, you can check the status of conference ports. Go to the Switch Maintenance page and select Conference Ports. Figure 5-2 Conference Ports List Page ShoreTel 6.
Configuring Conference Bridges 5–4 ShoreTel, Inc.
C H A P T E R 6 Configuring Switches This chapter provides a general overview of the ShoreGear voice switches as well as information on how to configure them through ShoreWare Director. This chapter provides information on ShoreGear voice switch: • Models • LEDs and LED behavior • Configuration Overview The ShoreGear voice switches provide a highly reliable, highly scalable platform for the distributed call control software.
Configuring Switches You can locate the model number of your switches, SG or IPBX, on the rear panel as shown in Figure 6-1. This document distinguishes between switches based on the model number and number of RUs the switch occupies.
Configuring Switches SIP, with the reservation mechanism the same as that used for IP phones. The ShoreGear-120/24 ports are configured for IP through the ShoreGear-120/24 edit page. NOTE If you are installing IP phones in your system, you must assign sufficient ShoreGear-120/24, ShoreGear-60/12, or ShoreGear-40/8 ports to IP phone support before attempting to install and configure IP phones. NOTE The ShoreGear-120/24, ShoreGear-60/12, and ShoreGear-40/8 are not supported in installations outside the U.
Configuring Switches 5 flashes—The operating system is not available. The switch is booting from FTP but cannot find the boot files. It automatically reboots in five seconds. You can use BOOTP or DHCP to tell the switch where the files are. If you are using BOOTP, set the BOOTP server to the IP address of the ShoreWare server, and set the boot file to /ts24/vxworks.
Configuring Switches configuration, one network port will be active and the other will be in standby mode. If one LAN connection fails, the switch automatically changes to the other LAN connection. The network LED descriptions are as follows: Link/ Activity When lit, this LED indicates that the switch is connected to an Ethernet network. This LED indicates network activity, as follows: • When flashing, network activity is detected. • When on (not flashing), heavy network activity is detected.
Configuring Switches The ShoreGear-60/12 LEDs are defined below. For information about the connectors, please see the ShoreTel 6 Planning and Installation Guide. Power LED Ethernet LEDs Switch port LEDs Trunk/Telephone Ports (RJ-21X male) Audio In Audio Output Port (paging/night bell) Figure 6-3 Maintenance Port (DB-9 Female) Analog Phone RJ-11 ShoreGear-60/12 LEDs Power LED The ShoreGear-60/12 has one power LED, which indicates the following: On The switch is operating normally.
Configuring Switches Switch Port LEDs The ShoreGear-60/12 has 12 telephone/trunk port LEDs. The color of the LED indicates the port function: • Green when the port is a telephone port. • Yellow when the port is a trunk port. • Off indicates the port is reserved for IP phones, for conferencing, or is unconfigured. The following describes the switch port LED behavior and meaning: Telephone Port LEDs (Green) • When on steady, the port is configured as a telephone port and the telephone is idle.
Configuring Switches • When green, the switch is connected to a 100BaseT network. • When off, the switch is connected to a 10BaseT network. • When red, this LAN connection is in standby mode. 100M ShoreGear-40/8 Voice Switch The ShoreGear-40/8 (Figure 6-4) supports 8 analog ports: 2 universal telephone/trunk ports, 4 telephone ports, and 2 trunk ports.
Configuring Switches Flashing 2 flashes—The switch failed its internal self-test. This indicates a hardware failure; replace the unit and submit a Return Material Authorization (RMA) to ShoreTel, Inc. 3 flashes—Booting via FTP. Flash memory might be corrupted. Go to the Quick Look page to ensure that the system is running properly. 4 flashes—The IP address is unavailable.
Configuring Switches Port LED Alternating Green/ Yellow The port is out of service. The LED periodically alternates green/yellow or yellow/green. The color of the LED between alternating colors indicates the port type: green for phone and yellow for trunk. Off (IP phone) When the LED is off, the port is reserved for IP phones, for conferencing, or is unconfigured.
Configuring Switches ShoreGear-T1 Voice Switch The ShoreGear-T1 (Figure 6-5) provides higher-density trunking to the central office using T1 or PRI signaling. The ShoreGear-T1 can also be used as a gateway to legacy PBX systems. When you are connecting to both LAN connectors in a redundant network configuration, one network port will be active and the other will be in standby mode. If one LAN connection fails, the switch automatically changes to the other LAN connection.
Configuring Switches 6 flashes—Using a previously stored IP address. A BOOTP/ DHCP transaction was attempted, but the BOOTP/DHCP server did not respond. The switch continues to use the IP address stored in nonvolatile memory until it receives a valid response. If the switch receives a response that provides a different IP address, it reboots using the new IP address.
Configuring Switches Framing This LED indicates network framing status, as follows: • When green, the T1/E1 signal is in frame; the signal is synchronized. • When yellow, a yellow alarm has been received from the Central Office. • When flashing yellow, the frame-bit error rate has exceeded its limits. • When flashing slow yellow, a small number of frame-bit errors (10e-6) have occurred; this state will take up to 10 minutes to clear.
Configuring Switches The ShoreGear-24 LEDs are defined below. For information about the connectors, please see the ShoreTel 6 Planning and Installation Guide. Network LEDs Switch port LEDs Figure 6-6 Power LED ShoreGear-24 LEDs Power LED The ShoreGear-24 has one green power LED, which indicates the following: On The switch is operating normally. Off The switch has no power. Flashing 2 flashes—The switch failed its internal self-test.
Configuring Switches Switch Port LEDs The ShoreGear-24 has 24 telephone/trunk port LEDs. The color of the LED indicates the port function: • Green when the port is a telephone port. • Yellow when the port is a trunk port. • Off indicates the port is reserved for IP phones, for conferencing, or is unconfigured. The following describes the switch port LED behavior and meaning: Telephone Port LEDs (Green) • When on steady, the port is configured as a telephone port and the telephone is idle.
Configuring Switches IPBX-12 Port Voice Switch The IPBX-12 (Figure 6-7) supports 12 universal analog ports: telephone/trunk ports. The ShoreGear-12 interfaces to standard analog trunks using loop start or wink start signaling, as well as to standard analog telephones, including CLASS feature phones with Caller ID Name and Number, and Message Waiting. NOTE The ShoreGear-12 is supported only in the United States. The ShoreGear-12 LEDs are defined below.
Configuring Switches 5 flashes—The operating system is not available. The switch is booting from FTP but cannot find the boot files. It automatically reboots in five seconds. You can use BOOTP or DHCP to tell the switch where the files are. If you are using BOOTP, set the BOOTP server to the IP address of the ShoreWare server, and set the boot file to /ts12/vxworks.
Configuring Switches Traffic This LED indicates total network activity, as follows: • When flashing, network activity is detected. • When on (not flashing), heavy network activity is detected. • When off, no network activity is detected. NOTE If you have three switches that are connected to the same hub, and one switch’s Traffic LED shows activity, the other switches will indicate the same.
Configuring Switches 4 flashes—The IP address is unavailable. DHCP and BOOTP did not respond to the IP address request, and the IP address is not available in nonvolatile memory to continue boot process. The switch will automatically reboot in five seconds and try again. Check the BOOTP/ DHCP server and the network configuration to ensure that the voice switch is receiving a valid IP address. 5 flashes—The operating system is not available. The switch is booting from FTP but cannot find the boot files.
Configuring Switches Network LEDs The ShoreGear-Teleworker (IPBX-TW) network LEDs indicate the speed at which the switch is communicating with the network and whether there is network activity. The network LED descriptions are as follows: 10M When lit, this LED indicates that the switch is connected to a 10BaseT network. 100M When lit, this LED indicates that the switch is connected to a 100BaseT network.
Configuring Switches Power LED The ShoreGear-T1 and ShoreGear-E1 have one red power LED, which indicates the following: On The switch is operating normally. Off The switch has no power. Flashing 2 flashes—The switch failed its internal self-test. This indicates a hardware failure; replace the unit and submit a Return Material Authorization (RMA) to ShoreTel, Inc. 3 flashes—Booting via FTP. Flash memory may be corrupted. Go to the Quick Look page to make sure that the system is running properly.
Configuring Switches Traffic This LED indicates network activity, as follows: • When flashing, network activity is detected. • When on (not flashing), heavy network activity is detected. • When off, network activity is not detected. NOTE This LED is not directly related to any particular switch’s individual network activity. For example, if you have three switches that are connected to the same hub, and one switch’s Traffic LED shows activity, the other switches will indicate the same.
Configuring Switches Before You Begin Before you begin configuring your switches in ShoreWare Director, you must determine the IP and MAC address assignments for each voice switch. Please refer to the ShoreTel 6 Planning and Installation Guide for more information about getting an IP address for each voice switch. Here are the items that you need before you begin configuring your switches: • Name of each voice switch you are configuring. • Internet Protocol (IP) address of each switch.
Configuring Switches The Switches list page includes information about the ShoreGear switches that are configured at your site. To add a new voice switch, simply select the associated site and type of voice switch, and then click Go. The Switch edit page appears. 6 – 24 ShoreTel, Inc.
Configuring Switches The table columns on the Switches list page are as follows: Name This is the name of the switch. Clicking a name takes you to the Switch edit page, where you can modify the switch configuration. Description This describes the switch. It is an optional entry that typically tells where the switch is located or describes how it is used. For example, the switch’s description might indicate the wiring closet where the switch is located.
Configuring Switches ShoreGear-120/24, 60/12, 40/8 Configuration This section explains how to add new switches to your ShoreTel system and how to edit existing switch configurations. From the Switches list page, click Go to add a new voice switch, or click the name of an existing voice switch to change its configuration. The ShoreGear-120/24 Switch edit page is shown in Figure 6-11.
Configuring Switches IP Address This is the switch’s IP address. If your DHCP/ BOOTP server is running, click Find Switches and select an IP address from the Find Switch dialog box. This also adds the switch’s MAC address in the Ethernet Address field. If your DHCP/ BOOTP server is not running, you must enter the switch’s IP address and MAC address manually in the text-entry field. Find Switches This button invokes the Find Switch dialog box.
Configuring Switches The switch port graphical view appears at the bottom of the ShoreGear-120/24, -60/12, and -40/8 edit pages. The port, IP phone (for ShoreGear-120/24, ShoreGear-60/12, ShoreGear-8, and IPBX-24), Conference, SIP trunks, description, jack number, and location are displayed. Clicking a telephone or trunk port link takes you to the Port edit page for the associated port. TIP You can jump to the Edit User page by clicking the Edit link in the port column.
Configuring Switches Parameters The parameters that appear on the Port edit page are as follows: Description This is the descriptive name for the switch port you are viewing. Type This shows what type of line is connected to the port: Loop-Start trunk, DID trunk, or telephone. Jack # This is the patch-panel jack number that is associated with the trunk’s switch port. In addition, the ShoreGear-T1 and ShoreGear-E1 pages display the transmit and receive gain settings.
Configuring Switches Step 7 If the switch will be used to support Make Me conferencing, select the ports you want to dedicate to conferencing support. Reserve as many ports as you need to support the maximum number of conferences you will permit to occur simultaneously. For example, if you will allow two three-way calls at the same time, reserve 6 ports. The minimum number of ports that can be reserved for Make Me conferencing is four.
Configuring Switches ShoreGear-T1 Parameters Descriptions for the parameters that appear on the ShoreGear-T1 Switch edit page are as follows: Name This is the name of the voice switch. Description This describes the switch. It is an optional entry that typically tells where the switch is located or describes how it is used. For example, the switch’s description might indicate the wiring closet where the switch is located. Site This describes the site where the switch is located.
Configuring Switches Type This determines the type of signaling the ShoreGear-T1 will facilitate: T1, T1 PRI User, T1 PRI Network, T1 QSIG Master or T1 QSIG Slave. T1 uses in-band signaling where a portion of the bearer channel is used for A/B bit signaling, emulating on-hook and off-hook conditions. T1 PRI User and T1 PRI Network (Primary Rate Interface (PRI 23B+D)) is used in conjunction with ISDN signaling configurations. It provides a single D-channel for controlling 23 bearer channels.
Configuring Switches Clock Source This is the ShoreGear-T1 switch’s clock source. Depending on the type of T1 service provided by your telephone company’s CO, select either Slave or Master. Typically the ShoreGear-T1 is slave to the central office. The system default is Slave. Line Build Out This drop-down list provides a list of T1 trunk line distances, specified in decibels (dB) and in feet. Select the appropriate line code from the drop-down list.
Configuring Switches Step 5 WARNING 6 – 34 Determine the type of service the ShoreGear-T1 switch will provide by clicking either the T1, T1 PRI User, or T1 PRI Network button in the Type parameter. If you change the Type setting, the switch automatically reboots when you click Save. Step 6 Select the type of CO support that the ShoreGear-T1 switch will support from the Central Office Type drop-down list.
Configuring Switches ShoreGear-E1 Configuration The ShoreGear-E1 Switch edit page is shown in Figure 6-13. Figure 6-13 ShoreGear-E1 Switch Edit Page ShoreTel 6.
Configuring Switches ShoreGear-E1 Parameters Descriptions for parameters that appear on the ShoreGear-E1 Switch edit page follow: Name This is the name of the voice switch. Description This describes the switch. It is an optional entry that typically tells where the switch is located or describes how it is used. For example, the switch’s description might indicate the wiring closet where the switch is located. Site This describes the site where the switch is located. This is a readonly parameter.
Configuring Switches Framing Format The ShoreGear-E1 uses CRC-4 framing format. This is a readonly parameter. Line Code The ShoreGear-E1 uses HDB3 line code. This is a read-only parameter. Clock Source This is the ShoreGear-E1 switch’s clock source. Depending on the type of E1 service provided by your telephone company’s CO, select either Slave or Master. Typically the ShoreGear-E1 is slave to the central office. The system default is Slave.
Configuring Switches If your DHCP/ BOOTP server is not running, enter the switch’s IP address manually in the IP Address field and enter the switch’s MAC address manually in the Ethernet Address field. NOTE Step 5 Depending on the type of E1 service provided by your telephone company, click either the Slave or the Master Clock Source button.
Configuring Switches Site This is the location of the SoftSwitch. This is a read-only parameter, and cannot be changed. The SoftSwitch is always located at the main site. The name of the main site is defaulted to “Headquarters,” but can be changed via the Site edit page. IP Address This read-only field is the IP address of the switch supporting the SoftSwitch. Change the IP address from the Server page.
Configuring Switches 6 – 40 ShoreTel, Inc.
C H A P T E R 7 Configuring Trunks This chapter provides instructions for configuring trunk groups and trunks from ShoreWare Director. The sections included in this chapter are: • Overview • Trunks • Individual Trunks The expanded Trunks link in the navigation frame is shown in Figure 7-1. Overview Before you begin, you should understand the different trunk types and trunk features that are supported on the ShoreTel system.
Configuring Trunks Table 7-1 Voice Switches and Trunk Types Voice Switch Analog Loop Start Digital Loop Start Analog Wink Start Digital Wink Start T1 PRI E1 PRI SIP ShoreGear-120/24 Yes No Yes No No No Yes ShoreGear-60/12 Yes No Yes No No No Yes ShoreGear-40/8 Yes No Yes No No No Yes ShoreGear-Teleworker Yes No Yes No No No No ShoreGear-T1 No Yes No Yes Yes No No ShoreGear-E1 No No No No No Yes No IPBX-24 Yes No Yes No No No No IPBX-12 Yes
Configuring Trunks • Yes (CO)—This feature is provided by the central office (CO) rather than the ShoreTel system. • N/A—Outbound calls are not supported on Analog Wink Start trunks. Setting Up Trunks Click Trunk Groups under the Trunks link in the navigation frame to invoke the Trunk Groups list page, as shown in Figure 7-1. Figure 7-1 Trunk Groups List Page The columns in the Trunk Groups list page follow: Name This is the name of an existing trunk group.
Configuring Trunks Add or Edit a Trunk Group To add a new trunk group, on the Trunk Groups list page, specify a site from the Add new Trunk Group at site drop-down list, select a trunk group type from the of type drop-down list, and click Go. To edit an existing trunk group, click a trunk group from the list of trunk groups in the Name column on the Trunk Groups list page.
Configuring Trunks Figure 7-2 Trunk Group Edit Page ShoreTel 6.
Configuring Trunks The parameters are defined as follows: Name This is the name of the new or existing trunk group. Site The Name of the site of the trunk group is displayed. Language Select the language for the trunk group from the drop-down list. Teleworkers Note: This parameter only appears when editing SIP trunk groups. When this check box is enabled, third-party SIP devices will use the public network for transmitting audio on intersite calls, while the signaling will use intersite bandwidth.
Configuring Trunks DID When DID is checked, click Edit DID Range to add or edit the DID Range as well as view the DID Digit Map. Extension If you check this option, calls will route directly to the extension based on the digits received from the central office without any additional configuration. This is very useful when configuring a tie trunk connected to a legacy PBX. Note that the extension length must match the number of digits from the CO.
Configuring Trunks NOTE Inbound calls first try to match a DNIS entry, then a DID entry, followed by an Extension entry, and finally Tandem Trunking. If no match is found, the inbound call will be routed to the destination you set. If you create a trunk group, the destination will be the default auto-attendant. NOTE An individual trunk group cannot have the overlapping DID or DNIS numbers (received digits).
Configuring Trunks • Easy Recognizable Codes (ERC) (e.g., 800, 888, 900)— Click this check box to enable services such as toll-free dialing. • Explicit Carrier Selection (e.g., 1010xxx)—Click this check box to enable dialing special numbers that let the caller select a long-distance carrier. • Operator Assisted (e.g., 0+)—Click this check box to enable the trunk group to dial the operator. • Called ID not blocked by default—Click this check box to pass Caller ID information by default on outbound calls.
Configuring Trunks Prepend this Dial Out Prefix Select a prefix from the drop-down list. It will be pre-pended to the dial-out string resulting from the other rules. A dial-out prefix is typically required when connecting to, and leveraging the trunks on, a legacy PBX. NOTE Off-System Extensions The Dial Out Prefix is not applied to Off-System Extension calls. Click Edit to add or edit any ranges of extensions that can be accessed through this trunk group.
Configuring Trunks If a local prefix list already exists, the Local Prefix list page appears as shown in Figure 7-4. Click Add New List. Figure 7-4 Local Prefixes List Page Step 2 Click Import. The Local Prefixes Import dialog box appears as shown in Figure 7-5. Figure 7-5 Local Prefixes Import Dialog Box Step 3 Enter the path and name of the file you want to import or click Browse to search for the file. Step 4 Click Upload. The Local Prefixes edit page appears as shown below.
Configuring Trunks . Figure 7-7 Saving the CSV File To export a prefix list: 7 – 12 Step 1 Click Go to Local Prefixes List from the Trunk edit page. If a local prefix lists already exist, the Local Prefix list page appears as shown in Figure 7-3. Step 2 Click the list you want to export. The Local Prefixes edit page appears as shown in Figure 7-3. Step 3 Click Export. Your web browser opens the file in a new window. Select File>Save As and save the web page as a TXT file (see Figure 7-7).
Configuring Trunks Edit DID Range To set a DID range, click Edit DID Range from the appropriate Edit Trunk Group page to invoke the DID Range page (Figure 7-8). Figure 7-8 DID Range Page For each block of DID numbers, enter the base phone number and the number of phone numbers supplied by that block in the appropriate fields, and click Add this record. When finished, click Save. You can configure multiple ranges per trunk group.
Configuring Trunks Figure 7-11 Selecting a Destination You can also select an off-system extension to which calls will be routed. First select an extension range and then enter the extension in the text box. When finished, click Save. Additional Local Area Codes To configure additional local area codes, click the associated button on the Trunk Group edit page (see Figure 7-2). The Addition Local Area Codes dialog box appears (see Figure 7-12).
Configuring Trunks Nearby Area Codes To configure nearby area codes, click the associated button on the Trunk Group edit page (see Figure 7-2). The Nearby Area Codes dialog box appears (seeFigure 7-12). Figure 7-13 Nearby Area Codes Dialog Click New to add a nearby area code and Remove to delete one. Prefix Exceptions To configure the local prefixes list, click the link Go to Local Prefixes List located near the bottom of the Trunk Group edit page (see Figure 7-2).
Configuring Trunks Off-System Extensions If you are using off-system extensions, you can list them by clicking the Edit button on the Trunk Group edit page. Off-system extensions are typically used when setting up a tie trunk to a legacy PBX and configuring coordinated extension dialing. Also refer to “Creating AMIS Systems” on page 11-6. Figure 7-15 shows the dialog boxes used to define ranges of extensions.
Configuring Trunks Centrex Flash Centrex Flash can be programmed on one of the custom buttons, allowing users to transfer the call to another number. When the custom button is pressed, a flash is generated on the current call, dial tone is presented by the central office (CO), and the user can dial any PSTN number. When ring-back is heard, the handset can be hung up to complete the transfer.
Configuring Trunks Individual Trunks This section explains how to configure individual trunks once you have created the associated trunk groups as described in the “Setting Up Trunks” section of this chapter. To invoke the Trunks by Group page, click Trunks from the navigation frame, and then click Individual Trunks. The Trunks by Group page appears, as shown in Figure 7-16.
Configuring Trunks Add or Edit a Trunk Whether you choose to add a new trunk or edit an existing trunk, the Trunks edit page shown in Figure 7-17 appears. Figure 7-17 Trunks Edit Page Parameters The parameters on the Trunks edit page (for non-SIP trunk types) are as follows: Site This is the name of the site at which the trunk and trunk group are located. Trunk Group This is the name of the trunk group to which the trunk group belongs. You cannot change the name of the trunk group on this page.
Configuring Trunks Parameters The parameters on the Trunks edit page (for SIP trunks) are as follows: 7 – 20 Site This is the name of the site at which the trunk and trunk group are located. Trunk Group This is the name of the trunk group to which the trunk group belongs. You cannot change the name of the trunk group on this page. Name This text-entry field lets you enter the name of the individual trunk. Switch This drop-down list lets you select the switch to which this trunk is connected.
C H A P T E R 8 Configuring IP Phones This chapter explains how to: • • • • • • • • Set IP address ranges Configure IP phones as teleworkers Set IP phone options Add an IP phone password Assign configuration switches to support the IP phones Add IP phone users to the system Select a user group for unassigned IP phones Manage the IP phones Overview ShoreTel supports IP phones connected through ShoreGear-120/24, Shoregear-60/12, and ShoreGear-40/8 voice switches.
Configuring IP Phones Setting IP Address Ranges If your system consists of more than one site (Headquarters), you must define an IP address range for IP phones at each site in the system. Setting ranges for each site ensures that new phones added to the system are associated with the correct site. NOTE The ShoreTel Converged Conference Bridge uses IP phone ports to support conference call ports. Include the capacity of any ShoreTel Converged Conference Bridges in your IP address range calculations.
Configuring IP Phones To edit the IP address range for a site: Step 1 From the Site column on the IP Address Map List page, click the site for which you are setting a range. The Site IP Address Range edit page appears as shown in Figure 8-2. Figure 8-2 Site IP Address Range Edit Page Step 2 If you are setting the IP address range for a site other than the one shown in the Site drop-down list, select it from the list. Step 3 Enter the lowest IP address in the Low IP Address text-entry field.
Configuring IP Phones Setting IP Phone Options To set IP phone options such as passwords and configuration switches, click the Options link under the IP Phones link in the navigation frame. Figure 8-3 shows the IP Phone Options edit page that appears. Figure 8-3 IP Phones Options Edit Page The parameters on the IP Phone Options edit page are defined as follows: IP Phone Configuration Switch 1 IP Phone Configuration Switch 2 You need to designate the switch that serves as the phone’s Call Manager.
Configuring IP Phones Enable IP Phone Failover When this box is checked, IP phones send a keep-alive message to their Call Manager switch every four minutes. If a response is not received, the IP phone attempts to contact an alternate Call Manager. NOTE Delay After Collecting Digits Changing the state of this field requires a reboot of all IP Phones. The process can take several minutes. Phones in the process of rebooting may drop calls. This field represents the timeout period for transferring calls.
Configuring IP Phones Step 3 Enter the information for the first user you wish to add. For information on user settings, see Chapter 10, “Configuring Users.” NOTE Step 4 From Home Port, click IP Phones and select Any IP Phone from the drop-down list. Step 5 From User Group, select a user group that allows extension reassignment. For more information, see “Telephony Features Permissions” on page 10-3. Step 6 When you have finished configuring the user, click Save.
Configuring IP Phones Step 9 From Add New User at Site, select the site for the new users. Figure 8-4 ShoreTel 6.
Configuring IP Phones Assigning IP Phones by User You can also assign IP phones through the Edit User page, one user at a time. You can assign phones by specific IP addresses or assign users to Any IP Phone according to the user’s needs. To assign an IP phone: Step 1 Click Users > Individual Users from the navigation frame. Step 2 From Add New User at Site, select the site for the new user. Step 3 Click Go. The Edit User page appears, as shown in Figure 8-4.
Configuring IP Phones Viewing IP Phones To view the IP phones on the system: Step 1 Click IP Phones > Individual IP Phones from the navigation frame. Step 2 From the By Site drop-down list, select the site that you want to view (or all sites). Step 3 To view the IP phones connected to a specific switch, select the switch you want to view from the By Switch drop-down list. The IP phones for the sites and switches you have selected are displayed.
Configuring IP Phones NOTE If you wish to add the IP phone back into the system, you must reboot the IP phone. It will be reconfigured during the boot process and become available again. For more information on IP phone configuration, see the ShoreTel 6 Planning and Installation Guide. To move an IP phone to a destination switch on a remote site, the remote site must have an IP address range defined.
Configuring IP Phones Displaying ShorePhone-IP110/210/212k/230/530/560/560g Settings You can display the phone’s current IP parameters setting by entering a key sequence from the phone’s keypad. To display the phone’s IP parameter settings: Step 1 Press the MUTE key followed by 4636# (INFO#). The phone will display the first two parameters. Step 2 Press # to advance the display or * to exit. The phone will resume normal operation after the last parameter has been displayed.
Configuring IP Phones 8 – 12 ShoreTel, Inc.
C H A P T E R 9 Setting Call Control Options This chapter provides information about configuring the system-wide call control features of the ShoreTel system. You can configure: • • • • • Account Codes Hunt Groups Paging Groups Route Points General Options ShoreTel 6.
Setting Call Control Options Clicking the Call Control link in the navigation frame provides access to other Call Control selections, shown in Figure 9-1. Figure 9-1 9–2 Call Control Options Edit Page ShoreTel, Inc.
Setting Call Control Options Account Codes Account codes are typically used to assist ShoreTel users in the billing of their clients. For example, if a law firm wants to keep track of the length of calls to their clients so that they may later bill those client for services rendered, they can enter an account code that corresponds to that client before dialing the client's phone number.
Setting Call Control Options When account code collection is enabled or required for a user group, calls placed via the telephone or the Call Manager are routed to the account code extension (see “System Parameters Edit Contacts Page” on page 2-18). The Account Codes Service prompts the user to enter an account code followed by the “#” key. If the account code entered does not match the digits in a stored account code, an explanation message is played and the user can enter an account code again.
Setting Call Control Options Adding and Editing Account Codes To configure the account code wildcard feature follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded).
Setting Call Control Options Step 4 Figure 9-3 Click on the New button. A window appears (as shown below) that will allow you to enter the name of a new account and the new account code. Account Code Info Dialog Box Step 5 Enter a name for the account code in the Name field. Step 6 Enter an account code in the Account Code field. Account codes can be any length to a maximum of 15 digits. You can use prefixes to group account codes. For example, the account codes 1234 and 12345 can coexist.
Setting Call Control Options Hunt groups allow a call to be offered to a limited set of user extensions with no reporting, queuing, sophisticated schedules, log-in, log-out, or wrap-up states. Each hunt group is composed of an ordered list of no more than 16 users. A maximum of 8 hunt groups totalling no more than 16 members can be assigned to a single switch. If your requirements more complex, you should use workgroups.
Setting Call Control Options Figure 9-5 Configuring Hunt Groups Fields are defined as follows: Name This is the name of the hunt group. Each hunt group name must be unique. This is a required field. Extension This is the extension number of the hunt group. Each hunt group extension must be unique. This is a required field. 9–8 ShoreTel, Inc.
Setting Call Control Options Backup Extension This is the backup extension of the hunt group. If the hunt group is unreachable or the switch is down, calls can be directed to this extension. A backup extension may be another hunt group, a workgroup, a route point, or a user. This is a required field. DID You can assign one DID number to a hunt group. Check the first box to select DID. Make a selection from the drop-down list of area codes. This is an optional field.
Setting Call Control Options Distribution Pattern Click either Top Down or Simultaneous. Top Down hunts sequentially through the ordered list of group members. Simultaneous rings all group members at the same time. The first to answer is presented with the call. The default is Top Down. This is a required field. Rings Per Member The default is 2 rings. All group member extensions ring with the same number of rings. If the phone is not answered, the hunt continues on to the next group member.
Setting Call Control Options Current Call Handling Mode You can configure several call handling modes for the route point: On-Hours, Off-Hours, or Holiday. The default is On-Hours. Consult Chapter 13, Configuring Schedules. This is an informational field. Choose Members Click a member name and then click Add to add a member to the Hunt Group. Members can be removed and re-ordered, as well. This is useful since the Hunt Group membership is an ordered list.
Setting Call Control Options Call Control Options Set the general call control options from the Call Control Options page, as shown in Figure 9-6. Figure 9-6 Call Control Options Edit Page Distributed Routing Service Distributed Routing Service (DRS) allows larger systems to scale beyond 60 switches to up to a total of 200 switches (including SoftSwitches). The Distributed Routing Service is optional on systems up to 60 switches, but must be enabled on systems with 60 or more switches.
Setting Call Control Options placed from any extension, each switch is able to route the call to the correct ShoreGear switch based on its internal routing database. When Distributed Routing Service is enabled, ShoreGear switches only exchange routing information with other switches at the same site rather than exchanging routing information with every other switch in a multi-site system.
Setting Call Control Options Park Timeout after NNNNNN seconds You can set how long a call will remain on park before the call returns to the party that parked the call. The timeout is in seconds and can have a value from 1 to 100,000 seconds. Unchecking the Park Timeout check box allows calls to be parked indefinitely. Hang Up Make Me Conference after NN minutes of silence The default timeout is 20 minutes. If a conference is silent for the set length of time, a hang-up will be forced.
Setting Call Control Options FAX and Modem Calls This drop-down list lets you select the type of encoding used for faxing or when calls are made from a modem. Choose one of these encodings: • Linear (128 Kbps) • G.711 (64 Kbps)—the default Maximum Inter-Site Jitter Buffer—This parameter sets the maximum size of the jitter buffer. A larger jitter buffer might result in more delay between calling parties, which might degrade the quality of service. The buffer can be set from 20 to 300 msec.
Setting Call Control Options This lets you manage trunk-to-trunk transfers when the Allow Trunk-to-Trunk Transfer parameter is enabled on the Telephone Features Permissions class of service edit page. The field is defined in the section called “Telephony Features Permissions” on page 10-3. The ShoreTel system supports trunk-to-trunk transfers, which allow a user to transfer an external caller to an external number.
Setting Call Control Options Paging Groups As an alternative to an in-house paging system, you can designate groups of extensions that can be paged by dialing a single system extension. Pages to on-hook IP phones are automatically announced on the IP phone speaker. Pages to IP phones already on a call or to analog phones are treated as a normal call. Call handling does not apply to paging calls. A maximum of 100 extensions can be paged at one time.
Setting Call Control Options The fields on the Paging Groups edit page are: Name This is the name of the paging group. Each paging group name must be unique. This is a required field. Extension This is the extension number of the paging group. Each paging group extension must be unique. This is a required field. Include in System Dial By This check box includes the paging group in the autoName Directory attendant dial-by-name directory. No name is recorded for a paging group.
Setting Call Control Options Then click Add new to invoke the Route Point edit page (shown in Figure 9-10). Figure 9-10 Route Point Edit Page ShoreTel 6.
Setting Call Control Options Parameters The parameters that appear on the Route Point edit page are as follows: Name This is the name of the route point. Extension This is the extension number of the route point. Each route point extension must be unique. If you change the existing extension number to a new number and there is an associated mailbox, messages will be retained. This is a required field. DID You can assign one DID number to a route point. Check the first box to select DID.
Setting Call Control Options Mailbox (server) This provides the route point with a mailbox on the associated server. If you change the server, all messages are automatically moved to the new server. The default mailbox server is the headquarters server. This is a required field. Accept Broadcast Messages This check box enables the route point mailbox to receive broadcast messages. This is an optional field.
Setting Call Control Options Recorded Name The Record, Play, Enter, and Import buttons let you record a name for the route point. The Recorded Name is used as part of the default mailbox greeting as well as in the dial-by-name directory. You can use your PC microphone and speakers or a telephone to play and record within ShoreWare Director. Please refer to the auto-attendant options for more information. You can also import prompts into ShoreWare Director. Prompts must be recorded as µ-law WAV files.
Setting Call Control Options Always Destination—When the Always call forward condition is selected, calls are forwarded immediately to this extension. You can also forward calls to an external number (access code required). Busy Destination—When the No Answer/Busy call forward condition is selected, calls are forwarded to this extension immediately if the user’s call stack is full. You can also forward calls to an external number (access code required).
Setting Call Control Options 9 – 24 ShoreTel, Inc.
C H A P T E R 1 0 Configuring Users This chapter provides information about configuring user parameters. The sections in this chapter are: • • • • • • • • Classes of Service User Groups Individual Users Notify Users Anonymous Telephones Extension Lists Batch Update Utility Call Handling Overview Figure 10-1 Users Navigation Links ShoreTel 6.
Configuring Users The Users link in the navigation frame, shown in Figure 10-1, gives you access to the Individual Users, User Groups, Class of Service, Notify Users, Anonymous Telephones, Extension Lists, Batch Update Utility, and Call Handling Mode Defaults list and edit pages. From these pages, you can add and edit users as well as assign them properties within the ShoreTel system. Configuring users requires that you configure class of service first, user groups second, and individual users last.
Configuring Users Telephony Features Permissions This section describes the classes of service that you configure from the Telephony Features Permissions edit page, shown in Figure 10-3. Telephony features permissions are assigned to user groups and define how users can use their telephone features, such as call stack depth, paging, and call forwarding to an external number. Figure 10-3 Telephony Features Permissions Edit Page ShoreTel 6.
Configuring Users Parameters The parameters on the Telephony Features Permissions edit page are as follows: Name This lets you specify a descriptive name of the CoS that you are creating or editing. Max. Call Stack Depth This lets you specify the maximum number of simultaneous calls that can be “stacked” on a user’s extension. When this number is met, additional inbound calls are routed to the call forward busy destination. Valid entries are 1 through 16. Max.
Configuring Users Allow Make Hunt Group Busy If granted, this permission allows the user to busy out a hunt group or return it to service by keying *18 on the telephone keypad. In addition, the Quick Look maintenance page can be used to busy out or return a hunt group to service. Calls will be forwarded to the Busy Destination set in the Hunt Groups page. Should a hunt group be busied out while on a holiday or offhours schedule, the schedule takes precedence.
Configuring Users Barge In Barge In permits one party to join an existing call as a fully conferenced participant. When barge in is initiated, a brief intrusion tone is played to the other participants and (if present) the monitor/record warning tone is discontinued. Checking Allow initiation allows users with this CoS to barge in on users with Accept barge in enabled. See “Intercom/Paging, Barge In, Record, and Monitor Telephony CoS Configuration” on page 14-5 for details on configuring this option.
Configuring Users Scope Scope allows you to set a general permission level. Levels are presented from the most restrictive to the most permissive. The Restrictions and Permissions listed are applied in addition to the general scope setting. • Local Only allows forwarding or extension reassignment only to local or additional local area codes, as defined on the Site edit page.
Configuring Users Permissions The Restrictions and Permissions listed are applied in addition to the Scope setting. The comma-separated restriction expressions are limited to a total of 50 characters. Follow these guidelines for entering permissions: • Numbers must be entered in canonical format including the international designation “+” and country code. For example, to permit forwarding to the 408331 area code and prefix in the U.S., use +1408331. • Non-routable calls (311, 411, etc.
Configuring Users • To receive a Whisper Page call, the internal user must be on an IP210, IP212k, • • • • IP230, IP530, IP560 or IP560g handset. If a Whisper Page call is sent to any other phone (e.g., IP100, SoftPhone, or analog phone) the call will be treated as an intercom call. If a Whisper Page call is sent to a phone that is not on an active call, the feature behaves the same as an intercom call.
Configuring Users Step 5 The Class of Service window appears, as shown below. Figure 10-4 Enable Whisper Page NOTE Step 6 In the Directed Intercom/Paging field, enable the Allow Initiation check box to allow this user to place a Whisper Page call. (This user would most likely be an operator or administrator.) You can also enable the Accept check box if the user is likely to be on the receiving end of a Whisper call. Step 7 Click the Save button to store your changes.
Configuring Users Call Permissions This section describes the classes of service that configured in the Call Permissions edit page, shown in Figure 10-5. Call permissions are assigned to user groups, providing users with specific telephone calling permissions. Figure 10-5 Call Permissions Edit Page Parameters The parameters on the Call Permissions edit page are as follows: Name This is a descriptive name of the Class of Service record that you are adding or editing.
Configuring Users Restrictions The Restrictions and Permissions listed are applied in addition to the Scope setting. The comma-separated restriction expressions are limited to a total of 50 characters. Follow these guidelines for entering restrictions: • Numbers must be entered in canonical format including the international designation “+” and country code. For example, to restrict calls to the 408 area code in the U.S., use +1408. • Non-routable calls (311, 411, etc.
Configuring Users Voice Mail Permissions This section describes the classes of service that you configure from the Voice Mail Permissions edit page, shown in Figure 10-6. Voice mail permissions are assigned to user groups, providing users with specific usage of the ShoreTel voice mail system. Figure 10-6 Voice Mail Permissions Edit Page Parameters The parameters on the Voice Mail Permissions edit page are as follows: Name This is a descriptive name of the CoS record that you are creating or editing.
Configuring Users Allow Message Notification This enables message notification. It might be further qualified by Allow Message Notification to External Number. This is enabled as a system default. Allow Message Notification to This permits message notification to an external External Number number. It cannot be set unless Allow Message Notification is enabled. This is enabled as a system default. User Groups Configuring user groups is the second step in configuring users.
Configuring Users DID As CESID Indicates whether a DID number should be sent as the Caller’s Emergency Service ID number for a 911 emergency call. When you click Add new or click the name of an existing user group from the User Groups page, the User Group edit page, shown in Figure 10-8, appears. Figure 10-8 User Group Edit Page User Group Parameters The parameters on the User Group edit page are as follows: Name This is a descriptive name of the group you are adding or editing.
Configuring Users Simplified Message Desk Select from None, External Voice Mail, or ShoreTel Voice Interface Mode Mail. Select External Voice Mail if an application server is functioning as a PBX for a legacy voice mail system. Select ShoreTel Voice Mail if an application server is functioning as a voice mail server for a legacy PBX. Also see “Legacy Voice Mail Integration” on page 4-3. Account Code Collection Select from Disabled, Optional, or Forced account code collection for the selected user group.
Configuring Users Individual Users Configuring individual users is the final step in setting up user parameters. From the Individual Users list page, shown in Figure 10-9, you can invoke the Edit User page by selecting a site and clicking Go. The resulting Edit User page lets you specify the user’s general information, configure personal options, and edit distribution lists.
Configuring Users To add or edit a user’s profile from the Edit User page, shown in Figure 10-10, fill out the four tabs—General information, Personal Options for user options, Distribution Lists, and Workgroups—as described in the following sections. Figure 10-10 10 – 18 Edit User Page (General Tab) ShoreTel, Inc.
Configuring Users Private Numbers Users can have private numbers that are not listed in the System Directory or in Call Manager Quick Dialer and thus have Caller ID information suppressed. This is enabled through the check box on the Edit User page called Make Number Private. When checked, the user's extension becomes a Private Number.
Configuring Users Number This is the work number for the user. The number defaults based upon a cookie that is locally stored since the last time you saved a user. License Type Set the user’s license type from the following values: Extension and Mailbox, Extension-Only, and Mailbox-Only. Extension and Mailbox—The user will have both a phone extension and an internal ShoreTel mailbox for voice mail. Extension-Only—The user will have an extension but no mailbox.
Configuring Users PSTN Failover Select from None, DID, or a specific phone number. When a specific phone number is to be entered, a text box opens. This field supplies the PSTN number to be dialed to complete a failed site-to-site call. When DID is selected and a call fails, the call is routed via the PSTN network to a local PSTN DID number for the user.
Configuring Users Current Port This field indicates the user’s current switch port. This shows you which switch port the user has assigned himself or herself. You can change the current port setting to the home port by clicking Go Home. If you click Go Home, the system forces the user back to his or her home telephone. This option is useful when a temporary user is no longer using that phone. Jack # This is the patch-panel jack number that is associated with the user’s switch port.
Configuring Users Client Type The client types enable assignment of various levels of permissions for users using the ShoreTel Call Manager application. Select from: • Personal (default)—This client is available to all users and delivers desktop call control, visual voice mail, call history, and directory services, as well as options to control call handling and message notification. Since this is the default client configuration, it does not require a special license.
Configuring Users Voice Mail Password This is the password that a user uses when logging in to his or her voice mailbox from the telephone. Characters that are entered in this field appear as asterisks. The default password is 1234. Users are asked to change this password the first time they log into the system. NOTE It is recommended that you do not change this password because it is used by users who are configuring their telephone for the first time. Email Address This is the user’s e-mail address.
Configuring Users Personal Options To configure new and existing users’ personal options, click the Personal Options tab (shown in Figure 10-11) on the Edit User page. After making entries, click the link at the bottom of the page to return to the user’s edit page.
Configuring Users Ring Type Select from the drop-down list of ring types. Automatic Off-Hook Preference Select the speakerphone or headset radio button to automatically route incoming or outgoing calls to the desired audio pathway. This option is intended for IP212k/230/530/560/560g users who rely primarily on their headset. This option eliminates the requirement to manually press the Headset button on the IP phone to activate the headset. The default is speakerphone.
Configuring Users Delegation You have the option of delegating the call handling management to one or more other users. This feature is helpful for users who may want their personal assistants to change their call handling mode for them. For more information, see “Call Handling Mode Defaults” on page 10-54. Outlook Automated Call Handling This lets a user’s Microsoft Outlook Calendar control his or her call handling mode. Check this check box to enable this feature.
Configuring Users Call Handling Mode Delegation Figure 10-12 Call Handling Mode Delegation Edit Page You can permit call handling changes to be made by other users, such as a personal assistant or receptionist. The users with permission to modify the call handling mode of other users must be using the Operator Call Manager client or the Web Access client. To delegate call handling: Step 1 From the Personal Options page (see Figure 10-11), click Delegation.
Configuring Users automatically deleted, as an option. The target mailbox for forwarded messages may be any user, a workgroup, a route point, AMIS address, or a system distribution list (other than a broadcast distribution list). A message is pre-pended to the forwarded message, along with a time-stamp, announcing that the message has been auto-forwarded. As an example, the recipient of an auto-forwarded message might hear, “Auto-forwarded message received at 9:10 AM from Customer Support Mailbox”.
Configuring Users Parameters The parameters on the Voice Mail Delivery and Notifications page are as follows: Email Delivery Select one of three e-mail delivery options: Disabled. Email Notification, or Email Copy of VM. The Email Notification option notifies the user of the time, duration, and Caller ID of the message that was recorded. The Email Copy of VM options attaches the voice message to the notification email as a WAV file.
Configuring Users Pager ID If the notification method is Pager, this is the pager identification number (PIN) that the paging service provided. Pager Data This is the number that the user wants displayed by the pager to indicate that a message is waiting. NOTE Try Count This is the number of times that the user wants the system to try message notification.
Configuring Users When you click the FindMe Destinations link on the Personal Options page, the FindMe Destinations page appears as shown in Figure 10-14. Figure 10-14 FindMe Destinations Page To configure FindMe destinations: 10 – 32 Step 1 For the primary FindMe destination, select Extension or External. You can use the Search button to find system extensions. Enter external numbers in the External text box.
Configuring Users Programmable Buttons An administrator or user can change the functions associated with the custom buttons on the BB24, IP1001, and IP212k, IP230, or IP530/560/560g phones. Users can create shortcuts for operations that would normally require pressing two or three buttons to accomplish the same task. The action associated with the bottom button on an IP 530/560 could be configured to speed-dial a particular extension or external number.
Configuring Users Table 10-1 Supported Programmable Button Functions: Function Parameter Comments Dial Number (Speed Dial) Extension or external number Intercom Extension or none Monitor Extension Extension or none Page None Park Extension or none Park and Page Extension or none Pickup Extension or none Pickup Night Bell None Pickup/Unpark Extension or none Uses internal presence to determine which operation to perform Record Call None Operates on selected call in connected; Press
Configuring Users Step 3 Click on the Users link and then the Individual Users link to display the list of users on this system. Step 4 Click on the name of the user whose phone you want to modify and then click on the Personal Options tab.
Configuring Users To enable a user to configure the programmable buttons on his or her IP212k/230/530/ 560/560g phone, follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the Users link and then the Individual Users link to display the list of users on this system.
Configuring Users Figure 10-17 Enabling customization of IP phone buttons Step 6 Enter a name for the Class of Service profile in the Name field (unless you are modifying an existing Class of Service profile for which you would like to preserve the existing name). Step 7 Select the Allow Customization of IP Phone Buttons check box. Step 8 Click the Save button to store your changes.
Configuring Users To change the custom buttons on your IP 212k/230/530/560/560g phone or BB24 via the telephone interface, follow the procedure below: Step 1 Press the Options button on your IP phone and enter your password, followed by the # key. Step 2 Scroll through the list to option 4. Program Buttons. Step 3 Press the Edit soft key. Step 4 Press the custom button that you would like to modify.
Configuring Users Step 3 Click on the Users link and then the Individual Users link to display the list of users on this system. Step 4 Click on the name of the user whose phone you would like to modify and then click on the Personal Options tab. Step 5 Scroll to the bottom of the window and click on the Customize IP Phone Buttons link. Step 6 Click on the Function drop-down menu for one of the programmable buttons and select Monitor Extension to display a window similar to the one in Figure 10-18.
Configuring Users if you do not want the monitoring party to know who the monitored party is talking to.1 • Show Only When Ringing – The Caller ID information appears while the phone is ringing, but disappears once the call has been answered. • Show Always2 – The Caller ID information appears while the mon- itored phone is ringing, and continues to appear even after the call has been answered.
Configuring Users Monitor) show the number of calls on a user's stack but do not show who the user is talking to. "Properties" is also disabled.
Configuring Users Table 10-2 Programmable Buttons LED Flash Patterns State Pattern FEATURE KEY WITH EXTENSION TARGET STATES Idle or Offering Call Off Connected or Held Call Red, Steady On DND Orange, Steady On (Dial/Transfer Mailbox Only) MWI Red, Steady On (Pickup, Pick/Unpark, Pickup NightBell Only) Offering Green, 1000/1000 ms (Unpark, Pick/Unpark Only) Held/Parked Green, 500/500 ms TOGGLE FUNCTIONS (RECORD, WHISPER MUTE) Function Off Off Function Available Steady On Record Active O
Configuring Users Another benefit of the new BCA feature is that an outbound caller-id can be associated with that button (configured by the system administrator). The following rules determine which caller-id is displayed when an outgoing call is made using BCA: • Outbound to an internal extension – the name and number of the user that initiated the BCA call will be used, and if that user is a "private" user, then the caller-id is blank.
Configuring Users A window similar to the one shown below appears: Figure 10-20 10 – 44 Configuring details associated with new BCA Step 6 Enter a name for the new BCA in the Name field. Step 7 Enter an extension in the Backup Extension field, or click the Search button to locate a backup ex-tension. Step 8 Click on the Switch drop-down menu and select the type of switch that will control this BCA.
Configuring Users System Directory Record When you add a new user to the system, a user entry is automatically made to the system directory. You can edit a user’s system directory record by going to the System Directory Entry edit page, shown in Figure 10-21. NOTE You can edit some or all of the fields on the System Directory Entry edit page at your discretion. The First Name, Last Name, and E-mail Address fields are automatically entered when you add a new user.
Configuring Users Figure 10-22 Edit User Page (Distribution Lists Tab) Workgroups The Workgroups tab on the Edit User page lets you edit a user’s workgroup membership, as shown in Figure 10-23. Users can belong to multiple workgroups; however, a user’s login status is the same for all workgroups of which he is a member. Figure 10-23 Edit User Page (Workgroups Tab) The Workgroups box shows the workgroup lists that are currently available.
Configuring Users Notify Users The Notify Users page, shown in Figure 10-24, enables you to notify users that their ShoreTel client has been installed or upgraded. Once the user receives notification that the desktop client has been installed, the user can begin configuring personal options and use the client. To invoke the Notify Users page, click the Notify Users link in the navigation frame.
Configuring Users Anonymous Telephones Anonymous telephones provide flexibility to the ShoreTel system by making additional ports or IP phones available without assigning them to any particular user extension. When configured as anonymous telephones, these ports and IP phones cannot receive calls but do have access to dial tone. If they have the proper Class of Service (CoS) permissions, users can assign their extensions to these phones via the telephone user interface.
Configuring Users Extension Lists The Extension Lists list page is shown in Figure 10-26. Extension lists are lists of users that can be used by group paging and departmental auto-attendant. Any user in the system may be added. An extension list cannot be deleted if it is in use. Administrative permission is required for a user to be allowed to configure extension lists. Figure 10-26 Extension Lists Click an existing extension list to add users or click New to create a new list.
Configuring Users Filter Users By Filter Users By is used to determine the order in which users appear in the Choose Members list. Users may be displayed in alphabetical order either by First Name or Last Name. The third alternative is to display users by extension number. In the Sort By drop down, select First Name, Last Name, or Extension. For more precise sorting, enter a character or number, as appropriate, in the First Name, Last Name, or Extension data boxes.
Configuring Users Batch Update Utility Under System Parameters, the Batch Update Utility option helps you make changes to multiple users at the same time.
Configuring Users Batch Update The Batch Update Utility allows you to find a set of users and globally change certain parameters (Figure 10-29). Due to the scope of this change, you are prompted to stop all ShoreWare voice services before running the batch update. To use the batch update feature: Step 1 Select one or more criteria to find the users. Figure 10-29 Batch Update Utility—Find Criteria Step 2 After you make your selection, click Find.
Configuring Users users from the right list, add all users (move all) from the left list, and remove all users from the right list (Figure 10-31). Figure 10-31 Batch Update Utility Page—Select Entities for Action Step 4 Choose the parameter to globally change (Figure 10-32). Figure 10-32 Batch Update Utility Page—Select Update Action Step 5 Click Update to make the change on the system (see Figure 10-30). Feedback on the action is presented in the Update Results field (Figure 10-33).
Configuring Users Call Handling Mode Defaults Call Handling Mode Defaults are the set of call handling parameters assigned each time you add a new user. ShoreTel strongly recommends that you review and change these defaults before you add the bulk of your users. Once a user is saved on the system, there is no relationship between the user’s call handling modes and the default call handling modes. Changes to the default call handling modes do not affect the call handling modes of current users.
Configuring Users bring up variants of the call handling mode pages. You can edit these copies for each user’s personal options. Users can also modify these options from their desktop client applications. NOTE Users can also change their call handling settings though a web interface on the ShoreTel server. For more information and the web interface URL, see the ShoreTel 6 Planning and Installation Guide.
Configuring Users Personal Assistant Each user can specify a Personal Assistant, which is the destination to which a calling party is transferred upon dialing “0” in the user’s mailbox. For example, executives often want callers transferred to their own executive assistant rather than to the operator when a caller dials “0” in their mailbox. If no personal assistant is defined and a caller dials “0,” the call is transferred to the site operator.
C H A P T E R 1 1 Configuring Voice Mail This chapter provides information about configuring the voice mail system, including adding and editing system distribution lists. Click the Voice Mail link in the navigation frame to expand it to show the links for: • System Distribution Lists • Voice Mail Options • AMIS Voice Mail Also refer to “Voice Mail Permissions” on page 10-13 for information about configuring your voice mail system.
Configuring Voice Mail Figure 11-1 Voice Mail System Distribution Lists Page The columns in the System Distribution List page are as follows: Description This is the name of the system distribution list. Number This is the number that is used for sending messages to members in the distribution list. Users can enter this number in either the ShoreWare client or when addressing a message from the telephone user interface.
Configuring Voice Mail Parameters The parameters on the System Distribution List edit page (Figure 11-2) are described as follows: Name This is the name of the distribution list. Number This is the number that is used for sending messages to members in the distribution list. Users can enter this number in either the ShoreWare client or when addressing a message from the telephone user interface.
Configuring Voice Mail AMIS Voice Mail The ShoreTel system sends and receives voice mail messages to and from legacy voice mail systems using AMIS protocol Version 1 — Spec February 1992. To send voice mail messages to remote AMIS sites, ShoreTel dials a phone number to access the remote system. Likewise, to receive voice messages from a remote system, the remote system must know the number to dial into the ShoreTel system.
Configuring Voice Mail AMIS Restrictions Some restrictions are placed on AMIS voice messages. You should be aware of the following restrictions: • ShoreTel establishes a call to an AMIS system for each voice mail. If a voice mail is • • • • addressed to multiple recipients, ShoreTel delivers as many as nine voice mails in a single call. If a voice mail has more than nine recipients, ShoreTel makes additional calls until the voice mail is delivered to all recipients.
Configuring Voice Mail The following set global AMIS parameters: Minimum Message Length Specify minimum length a message must be to be Accepted acceptable. In milliseconds. The system default is 2000 milliseconds. From Address for Email Notifications Specify the e-mail address to be placed in e-mail notifications about new messages. Enable AMIS To enable AMIS systems support, click the check box (enabled by default). The Enable AMIS check box enables/disables all AMIS systems.
Configuring Voice Mail Figure 11-5 AMIS Edit Page The following section describes the AMIS edit page parameters. Name In the Name text box, enter the name of this AMIS site. System Enabled Click this check box to enable this AMIS system. Outbound voice mail for this system is queued until the system is reset by clicking the System Enabled check box. System ID The System ID defines the AMIS site where the voice mail for this system is delivered.
Configuring Voice Mail Delivery Number This is the number ShoreTel calls to send AMIS voice messages to the remote system. An external number is a public PSTN number and a private number is an internal, off-system extension connecting to an intra-site PBX system. Call Back Number This is the number on which you receive AMIS messages. An external number is a public PSTN number and a private number is an internal, off-system extension connecting to an intra-site PBX system.
C H A P T E R 1 2 Configuring the Auto-Attendant This chapter provides information about configuring the auto-attendant. It includes the following sections: • Multiple Auto-Attendants • Menus • Scheduling The auto-attendant can answer incoming calls and transfer a caller to an extension, a mailbox, another menu, a workgroup, or a route point. It also includes a dial-by-name feature that transfers callers to the system directory, where they can connect to an extension by dialing the user’s name.
Configuring the Auto-Attendant Menus The auto-attendant Menus page is where you begin the configuration to add a new auto-attendant menu or edit an existing menu. Figure 12-1 Auto-Attendant Menus List Page Parameters The parameters that appear on the Menus page are as follows: 12 – 2 Name This is the name of an existing auto-attendant menu configuration. Clicking an auto-attendant invokes the Menus edit page. Number This is the extension that is associated with an existing autoattendant menu.
Configuring the Auto-Attendant Adding and Editing an Auto-Attendant Menu To add a new or edit an existing auto-attendant menu, invoke the Menus page. From the Menus page, click Add new, or click an existing menu name in the Name column. This invokes the Edit Menu page, as shown in Figure 12-2. “Operation” Pull Down Menu Figure 12-2 “Ext” Pop-Up Dialog Edit Menu Page Parameters The parameters that appear on the Menu edit page are as follows: Menu Name This is the name of the auto-attendant menu.
Configuring the Auto-Attendant Language Select a language from the drop-down list. This is the language that will be used by the auto-attendant menu for responses like “invalid entry.” Greetings must be recorded in this language. DNIS Click this link to set up one or more DNIS mappings to this menu. For more information about DNIS, refer to “Edit DNIS Digit Map” on page 7-13. Make Number Private Checking his box removes this number from the system directory and call handling destination lists.
Configuring the Auto-Attendant NOTE Prompt Prompts on the ShoreTel system can be imported into the system using µ-law, WAV file format. If you would like your prompts to match the voice of the ShoreTel system, please contact Worldly Voices at www.worldlyvoices.com and request that “Connie” record your prompts. Worldly Voices provides this service with a rapid turnaround time for a nominal fee.
Configuring the Auto-Attendant • Take a message by first name lets the caller leave a message by selecting a user’s name from the menu. • Take a message by last name lets the caller leave a message by selecting a user’s name from the menu. • Transfer to extension transfers the caller to the user’s extension where he or she can speak with the user or leave a message if the user does not answer. You must select a destination from the extension pop-up dialog box.
Configuring the Auto-Attendant Step 3 If the menu will be associated with a DID number, check the DID check box and enter the DID number in the DID text-entry field. Step 4 If the menu will be associated with a DNIS number, click Edit DNIS Map and set the map. Step 5 Make Number Private only if you want to remove the number from the system directory. Step 6 Click the auto-attendant mode—On-Hours, Off-Hours, Holiday, or Custom—that will be associated with the menu. Step 7 Set a Timeout.
Configuring the Auto-Attendant Step 15 Select an action from the Invalid Entry drop-down list, and select an extension from its extension pop-up dialog box (if applicable). The options are the same as are available in the Timeout pop-up. Step 16 Select an action from the Multiple digits drop-down list (Figure 12-5). Figure 12-5 Step 17 Multiple Digits drop-Down List Click Save to save the configuration.
Configuring the Auto-Attendant 3 If the Custom or Holiday schedule is not available, the auto-attendant looks for the On-Hours schedule. 4 If the Custom, Holiday, or On-Hours schedule is not available, the autoattendant looks for the Off-Hours schedule. NOTE ShoreWare Director forms the Off-Hours schedule from all the hours not scheduled in the other modes. If you do not create a schedule for at least one of the other modes, the Off-Hours schedule will be all possible hours. ShoreTel 6.
Configuring the Auto-Attendant 12 – 10 ShoreTel, Inc.
C H A P T E R 1 3 Configuring Schedules This chapter provides information about configuring scheduling. Schedules can be used by Hunt Groups and by the Auto-Attendant. Figure 13-1 Schedules Main The following schedule pages can be invoked from the Schedules page: • On-Hours • Holiday • Custom NOTE With the exception of the Off-Hours mode, each mode has a schedule configuration page. Off-hours is equal to all time not entered in the other schedules. ShoreTel 6.
Configuring Schedules Figure 13-2 Schedules List Page The following logic determines which schedule is active: 1 The auto-attendant or hunt group first looks for the Custom schedule. 2 If the Custom schedule is not available, the auto-attendant or hunt group looks for the Holiday schedule. 3 If the Custom or Holiday schedule is not available, the auto-attendant or hunt group looks for the On-Hours schedule.
Configuring Schedules On-Hours The On-Hours Schedule edit page is shown in Figure 13-3. Figure 13-3 On-Hours Schedule Edit Page Configuring the On-Hours Schedule To configure the On-Hours schedule: Step 1 Click Add new or click an existing schedule from the Name column to view the schedule page. Step 2 Click a start time in a column, and hold down the left mouse button. Step 3 Drag the mouse pointer to the time that you want the action to stop, and release the mouse button.
Configuring Schedules Figure 13-4 NOTE Time Frame Options You can schedule a mode to start and stop multiple times in one day. For example, on Monday, you can set the schedule to start at 4:30 am and stop at 9:00 am, and then schedule it to resume at 2:00 pm until 5:30 pm by performing Step 2 and Step 3 again. Holiday Schedule The Holiday Schedule edit page is shown in Figure 13-5.
Configuring Schedules Holidays Add New Item Click Add New Item to add a new holiday to the schedule; the Holiday Name and Date text-entry fields are added to the Holiday Schedule edit page. Holiday Name, Date This lets you enter a name and date for a new Holiday schedule. The date format is MM/DD or MM/DD/YY. NOTE Figure 13-6 Not entering a value for the year will repeat the same month and day throughout year.
Configuring Schedules Custom Schedule The Custom Schedule edit page is shown in Figure 13-7. Figure 13-7 Custom Schedule Edit Page Parameters The parameters that appear on the Custom Schedule edit page are as follows: Schedule Name This displays the name of a new or existing Custom schedule. You can enter a name in this field for a new schedule or edit it for an existing Custom schedule.
Configuring Schedules Figure 13-8 Custom Schedule Edit Page (Add New) Configuring a Custom Schedule To configure a Custom schedule: Step 1 Select a holiday from the Schedule Name drop-down list or add a new one by clicking Add New and entering a name and date for the new holiday in the Custom Name and Date text-entry fields. Step 2 Enter a start time in the Start Time field. Step 3 Enter an end time in the End Time field. Step 4 To delete a custom range, click Delete Item.
Configuring Schedules 13 – 8 ShoreTel, Inc.
C H A P T E R 1 4 Configuring Workgroups This chapter provides information about configuring your ShoreTel system for workgroups within your organization, such as Sales or Customer Care. Overview In the larger enterprise, there maybe small- to medium-sized groups working together as a contact center.
Configuring Workgroups optionally be configured so that all agents enter a “wrap-up” mode after every call. In “wrap-up” mode, agents remain logged in but do not receive new calls until the configured wrap-up time passes. This allows agents to complete any required updates to the customer records between calls.
Configuring Workgroups The Call Manager applications give agents and supervisors real-time call information, including available Caller ID, call duration, and call state. The call’s detailed routing information is displayed so that agents know everyone the current caller spoke with in the enterprise before reaching the contact center. Additionally, the contact center’s mailbox is displayed to every agent for accessing and handling the callers who chose to leave a message rather than wait for an agent.
Configuring Workgroups To simplify discussion of this feature, we will refer to three parties: the supervisor, the agent, and the customer. The supervisor initiates monitoring by selecting an agent. The agent is on a call with another party, the customer. The customer may be an external caller, but supervisors and agents must be on extensions. In a monitored call, a supervisor hook flash is ignored. However, a hook flash by the other parties works the same as in a two-party call.
Configuring Workgroups Intercom/Paging, Barge In, Record, and Monitor Telephony CoS Configuration Each telephony class-of-service permissions has check boxes and radio buttons in ShoreWare Director for configuring Intercom/Paging, Barge In, Call Recording, and Call Monitoring. These options appear near the bottom of the window in Figure 14-1. For more information about setting permissions, refer to “Telephony Features Permissions” on page 10-3.
Configuring Workgroups • Accept Only From: If selected, users within this COS may only receive intercom calls or pages from the person specified in the associated field. Allow initiation for barge in—If this check box is selected, users within this COS may barge in on the calls of other system users. If cleared, then no barge in can be initiated. Accept barge in—Radio button choices are: • Accept None: If selected, users within this COS may not receive barge-in’s from anyone.
Configuring Workgroups Three different views of contact center activity are reportable at the ShoreTel server using these easy-to-run, standard reporting tools: • Queue Summary Report • Agent Summary Report • Agent Detail Report Please refer to Appendix C, “Call Detail Record Reports,” for more information on the workgroup reports. Workgroup Navigation To invoke the Workgroups list page, click the Workgroups link in the navigation frame, shown in Figure 14-2.
Configuring Workgroups Figure 14-3 14 – 8 Workgroups Edit Page ShoreTel, Inc.
Configuring Workgroups Parameters The parameters on the Workgroups edit page are as follows: Name This is the name of the workgroup. This is a required parameter. Extension This is the extension number of the workgroup. If you change the extension number and there is an associated mailbox, messages will be retained. This is a required parameter and must be unique. A maximum of 64 workgroup extensions can be defined. Backup Extension This is the backup extension of the workgroup.
Configuring Workgroups Mailbox (server) This provides the workgroup with a mailbox on the associated server. If you change the server, all messages are automatically moved to the new server. Calls to the workgroup that go to voice mail end up in the workgroup mailbox. Calls to a user that go to voice mail end up in the user’s mailbox. The workgroup mailbox is shared by all workgroup members who run the Workgroup Agent or Supervisor Call Manager.
Configuring Workgroups Enable Automatic Agent Logout On Ring No Answer This check box lets you automatically log out agents that do not answer a workgroup call after a specified number of rings. This feature is useful to avoid calls repeatedly being offered to an agent who has physically left the workgroup but has forgotten to log out. This is an optional parameter.
Configuring Workgroups Call Handling This lets you configure how calls are distributed to agents Distribution Pattern within the workgroup: • Top Down distributes calls to the first available agent. • Round Robin distributes calls to the next available agent if the last agent cannot take the call. • Longest Idle distributes calls to the agent who has been idle the longest. • Simultaneous distributes calls simultaneously to all available agents; all phones ring at once. This is a required parameter.
Configuring Workgroups Mailbox Workgroup Greeting The Record, Play, Enter, and Import buttons let you record a mailbox greeting for each call handling mode of the workgroup. Workgroup Assistant To assign a workgroup assistant, select one from the drop-down list. When a caller is connected to the workgroup’s voice mail and enters “0”, the call is transferred to the workgroup assistant extension. This is an optional parameter. This is an optional parameter.
Configuring Workgroups Editing Workgroup Membership To build a list of workgroup members, click Edit Agents found on the Workgroups edit page. The Workgroup Membership edit page (Figure 14-5) lets you add and remove agents to and from the workgroup. Figure 14-5 Workgroup Membership Edit Page This page lets you add and remove agents to and from the workgroup, and also change the order of agents.
Configuring Workgroups Figure 14-6 Edit Workgroup Member Dialog Box You can change the agent’s Client Type, Logged In, or Call Wrap Up status, and click OK to commit the changes. The change is reflected in the Name list on the Workgroup Membership edit page. Editing Workgroup Queue Handling The Workgroup Queue Handling edit page (Figure 14-7) lets you edit the queue threshold and the Queue Step Menu. Click Edit Queue Handling from the Workgroups edit page.
Configuring Workgroups Figure 14-7 Workgroup Queue Handling Edit Page The Allow agents to pickup from queue checkbox enables and disables the queue handling step menu. A five-step menus can be set for each queue. To set the Queue Step Menu: Step 1 To set a step, click Step 1, Step 2, Step 3, Step 4, or Last Step. To skip a step, select Skip This Step. Step 2 Select Announce Estimated Wait Time to enable this feature. This informs the caller of how much time is left in queue.
Configuring Workgroups Step 3 Enter the value for the Time Until Next Step routine in the Seconds field. Step 4 Enter the text used for the prompt in the Prompt Text field. Step 5 Click Record to record the prompt. If you have a “canned” prompt, click Import to import the Wave file. Click Play to play back the recording or Wave file. If you want to erase the recording, click Erase. NOTE Step 6 Prompts on the ShoreTel system can be imported into the system using µ-law, Wave file format.
Configuring Workgroups 14 – 18 ShoreTel, Inc.
C H A P T E R 1 5 Managing the System Directory This chapter discusses how the system directory is used and provides instructions for adding new entries and editing existing ones. System Directory The system directory is a company-wide address book that lists a user or outside contact by name and provides additional information, such as home address and phone numbers.
Managing the System Directory To access the system directory, click System Directory from the navigation frame. Figure 15-1 System Directory Page The system directory can be filtered by site or dial number. You can also page through the directory by page, with a configurable number of records per page displayed. The columns that appear in the table on the System Directory page are as follows: 15 – 2 First Name This is the first name of an existing directory entry.
Managing the System Directory System Directory Entry Edit Page To add new or edit existing user entries in the system directory, click the Add new link or an existing user first name in the table. The System Directory Entry edit entry page, shown in Figure 15-1, appears. Figure 15-2 System Directory Edit Entry Page Data-Entry Fields Descriptions for each data-entry field on the System Directory Edit Entry page follow: First Name This field displays the user’s first name.
Managing the System Directory E-mail Address This is the user’s e-mail address. NOTE If you are editing an existing user’s information, this field was automatically entered when you added the user on the Edit User page. If you modify this field on the System Directory edit entry page, it is reflected on the Edit User page and in all other lists. For more information, see “Individual Users” on page 10-17 in Chapter 10.
C H A P T E R 1 6 Maintenance This chapter provides information about the maintenance of the ShoreTel system. The sections in this chapter are: • • • • • • • Overview Quick Look Switch Maintenance Switch Connectivity Event Log Services Event Filters Overview The ShoreTel system provides maintenance information through ShoreWare Director, so you can check the operational status of a switch, port, server, or service.
Maintenance Maintenance pages include: • • • • • • Quick Look Switch Maintenance Switch Connectivity Event Log Services Event Filters Quick Look The Quick Look maintenance page, shown in Figure 16-2, provides a snapshot of the entire ShoreTel system. It includes information about each site and the corresponding switches and servers. Figure 16-2 Quick Look Page The Quick Look page is described as follows: Refresh Click this link to update the information displayed on the page.
Maintenance Servers This area lists all of the ShoreWare servers. • Server—Sites that have a server list the server in bold and a link to the Quick Look Server Maintenance page is provided. Sites without servers list the associated server they are served by. • Status—This summarizes the status of the server. • Services—This summarizes the status of the ShoreWare services on the server. • Today’s Events—This summarizes the events that have been recorded in the event log on the server.
Maintenance IP Phones This column lists the number of IP phones served by the switch and the IP phone capacity of the switch according to the number of ports set to support IP phones. This information is presented as a ratio: IP phones/capacity. SIP Trunks This column lists the number of SIP trunks served by the switch and the SIP capacity of the switch according to the number of ports set to support SIP trunks. This information is presented as a ratio: SIP trunks/capacity.
Maintenance Service This is the service state of the switch. • Lost Communication—The server lost communication with the • • • • • • • • • ShoreTel 6.1 Administration Guide voice switch. Note that the voice switch may be fully operational but the ShoreWare server cannot see the voice switch due to a networking issue. This also occurs when the voice switch is powered off. Upgrade in Progress—The voice switch is currently being upgraded with a new software version.
Maintenance The Command drop-down list displays a list of commands, as shown in Figure 16-4. These commands let you change the service status of voice switch. Figure 16-4 Switch Operation Commands The service state of the switch can be changed with the following commands: Restart This restarts the voice switch. Active calls are dropped. This is a forceful way to shed traffic from a voice switch when you are performing a software upgrade.
Maintenance Switch Maintenance Clicking an individual switch name on the Switches Summary page brings you to the associated Switch Maintenance page. The individual Switch Maintenance pages are very similar but may vary to some degree. Examples of each Switch Maintenance subsection are shown on the pages that follow. Each type of switch may show less than all of the details show.
Maintenance Ring Voltage Status of the Ring Voltage, with the following states: • OK • Failed • Unknown Switches: 24, 12, 8 Link Section The ShoreGear-T1 and ShoreGear-E1 uses T1, T1 PRI, or E1 PRI signaling and additional information is presented on the status of the link and on the status of the PRI D-Channel.
Maintenance Signal States: OK, Bipolar Violations, Loss of Signal, Unknown Framing States: OK, Yellow Alarm, Bit Error, Out of Frame, Unknown Line Loopback States: Off, On, Unknown Commands: Turn On, Turn Off Payload Loopback States: Off, On, Unknown Commands: Turn On, Turn Off The following is the link performance information for the ShoreGear-T1 and ShoreGear-E1: Error Free Seconds The number of error-free seconds that occurred in the last 15 minutes and 24 hours.
Maintenance Out of Service (red arrow down) The port is out of service. On telephone ports, outbound calls cannot be made (no dial tone) and inbound calls will not be offered. On trunk ports, outbound calls will not seize the trunk, and inbound calls are not answered. On loop start trunks, the trunk is seized to emulate a busy condition to the central office. Out of Service (operational) (red arrow down) Figure 16-7 16 – 10 The port is out of service due to a manual “put out of service” command.
Maintenance The following are the port Commands: Reset Resets the port (puts the port out of service then automatically back in service). Active calls are dropped. Put in service Puts the port back in service. Put out of service Puts the port out of service. Active calls are dropped. Put out of service when idle Puts an idle port out of service and puts an in-use port out of service when it goes idle.
Maintenance IP Phone Maintenance The ShoreGear-120/24 Switch Maintenance screen has an additional section for IP phones. It shows how many IP phones are connected through the switch and the capacity of the switch. ShoreGear-120/24 switches can support as many as 120 IP phones, the ShoreGear 60/12 can support up to 60 IP phones, and the ShoreGear-40/8 can support up to 40 IP phones. Figure 16-9 IP Phones Section of Switch Maintenance Page Phones Lists the number of IP phones on the switch.
Maintenance SIP Trunks Section The Switch Maintenance screen has an additional section for SIP trunks. This section shows how many SIP trunks are connected through the switch and the capacity of the switch. Figure 16-11 SIP Trunks Maintenance Page Trunks Lists the number of SIP trunks on the switch.
Maintenance ShoreGear-T1 PRI and ShoreGear-E1 PRI Maintenance When you click the name of a ShoreGear-T1 switch configured for PRI of the ShoreGear-E1 on the Switches Summary page, the Switch Maintenance page shown in Figure 16-12 appears. Figure 16-12 16 – 14 ShoreGear-T1 PRI or ShoreGear-E1 PRI Switch Maintenance Page ShoreTel, Inc.
Maintenance ShoreGear-12 and -Teleworker Maintenance When you click the name of a ShoreGear-12 or ShoreGear-Teleworker switch on the Switches Summary page, you go to the respective Switch Maintenance page, as shown in Figure 16-13. Figure 16-13 ShoreGear-12 and -Teleworker Switch Maintenance Page ShoreTel 6.
Maintenance Quick Look Server Maintenance—Main Server Click a server from the list on the Quick Look Server Maintenance page. The main server is shown in Figure 16-14. It is divided into three sections: Status, Services, and Events.
Maintenance SMTP Send States: • OK—The SMTP messages for the server are leaving. • Failed—The SMTP outbound queue on the server is not sending e-mail messages. The SMTP transport is used to send voice messages between voice mail servers. Quick Look Server Services Area The Services area provides details about the ShoreWare services areas shown in Table 16-1.
Maintenance Clicking the ShoreWare service name takes you to a page use for starting or stopping that service, as shown in Figure 16-15. Figure 16-15 Service Maintenance Page Quick Look Server Events The Quick Look Events area provides a quick summary of event activity and lists all events that have been logged during the last two days—Today and Yesterday. Clicking the Application Log icon takes you to the Application Event Log maintenance page. See “Event Log” on page 16-22” for more information.
Maintenance Quick Look Server Maintenance—Distributed Servers The Quick Look Distributed Server Maintenance page is shown in Figure 16-16. This page is hosted on a web site on the distributed server. The information provided is a subset of the main server maintenance page, since not all ShoreWare services run on the distributed server. Figure 16-16 Quick Look Server Maintenance—Distributed Server ShoreTel 6.
Maintenance Switch Connectivity The Switch Connectivity page (Figure 16-17) lists all ShoreGear voice switches when Distributed Routing Service (DRS) is disabled. When DRS is enabled, the switch connectivity table is organized by site.
Maintenance Conference Ports The Conference Ports page shows the number of ports currently being used for conferencing and the number of free ports allocated for conferencing for each site in the system. The number of Make Me Conference calls active at each site is also shown. As with the Quick Look page, clicking on an entry in the Site column displays the Maintenance Switches Summary page described earlier in this chapter (refer to Figure 16-3).
Maintenance Event Log All events are reported to and viewed from the System Event Log and Application Event Log maintenance pages (see Figure 16-19). To refresh these pages, click the refresh link. Clicking the Quick Look link takes you to the Quick Look maintenance page, described in the “Quick Look” section. Figure 16-19 16 – 22 Application Event Log Page ShoreTel, Inc.
Maintenance Figure 16-20 NOTE System Event Log Page ShoreTel system events can also be viewed with the Windows 2000 Event Viewer. Event categories for ShoreWare sources are reported to the applications log, in the following categories: • • • • • • • • • • Event Watch Java Client Java Server Notification Port Mapper Software Telephony Switch Switch System Management Database System Management Interface Voice Mail Application ShoreTel 6.
Maintenance • Voice Mail Message Server • Voice Mail Port Mapper • Workgroup Server Viewing Event Reports To view an event report, click an entry in the Date column on the Services or Application Event Log page. The associated Event Info page is invoked as shown in Figure 16-20.
Maintenance Services The Services maintenance page, shown in Figure 16-22, lists all the services that reside on the server. It includes the name of the service, its description, and its operational status (running, not running, or paused). Figure 16-22 Services Page To refresh the page, click the refresh link. Clicking the Quick Look link takes you to the Quick Look maintenance page, described in the “Quick Look” section.
Maintenance Service Maintenance Page To start a service that is not running or paused, click the service name to invoke the Service Maintenance page, shown in Figure 16-15. Figure 16-23 Service Maintenance Page From this page you can start or stop the service by clicking the Start or Stop button. Clicking the Quick Look link takes you back to the Quick Look maintenance page, described in the “Quick Look” section. Clicking the Go back link takes you back to the Services page.
Maintenance Editing and Creating Event Filters The Event Filter edit page, shown in Figure 16-25, lets you create new and edit existing event filters. To add a new event filter, click add new on the Event Filters list page, or click New or Copy on the Event Filter edit page. Figure 16-25 Event Filter Edit Page Parameters The parameters on the Event Filter edit are as follows: Server This is the server that the event filter runs on. Click All or choose a server from the drop-down list.
Maintenance To create or edit an event filter: Step 1 If you are editing an existing filter, click the filter’s name on the Event Filters page. To create a new filter, click add new. Step 2 Click All or choose a server from the Server drop-down list. Step 3 Select a source by clicking the ShoreWare, Services, or Other option. NOTE Step 4 Sources may have more than one filter associated with them, depending on how you set the criteria.
A P P E N D I X A Using Office Anywhere Office Anywhere is a feature of the ShoreTel system that lets a user’s extension quickly and easily be assigned to any telephone on the system or off the system. When this is done, the user’s entire communications profile is reassigned to that telephone. Calls placed to the user will be routed to that telephone and calls placed from that telephone will reflect proper caller ID information.
Using Office Anywhere Other benefits to the (Off-Net ) Office Anywhere user include: • Use the existing PSTN line for voice while managing the call via PCM over an ordinary broadband Internet connection • Emulate analog extension hook switch actions via star-star (**) for FLASH and • • • • pound-pound (##) for on-hook/off-hook Access the user's directory numbers at the office The user appears to be calling from the office Keep communication costs minimized with flexible IP & trunking requirements Retain
Using Office Anywhere some trunk types, in which case the user must press '1'). (DTMF will be audible to the caller.) ShoreTel 6.
Using Office Anywhere Terminology The terms used to describe Office Anywhere are as follows: A–4 Anonymous telephone A telephone not currently assigned a user. You can make a call from an anonymous telephone, but you cannot call an anonymous telephone. Any IP Phone The feature that lets users assign their extension to any IP phone on the enterprise network. Assign The command that assigns an extension to a telephone.
Using Office Anywhere Configuring Permission Settings To configure the Office Anywhere feature, follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the User Groups link. Step 4 Create a new user group for the Office Anywhere users, or click on the name of an existing user group (in which all members will have access to Office Anywhere).
Using Office Anywhere Figure A-1 A–6 Configuring the Edit Telephony COS window for Office Anywhere Step 6 Select the Allow Extension Reassignment check box. Step 7 Select the Allow External Call Forwarding and FindMe Destinations check box and the appropriate Scope radio button. Step 8 Click Save to store your changes. ShoreTel, Inc.
Using Office Anywhere Configuring Off-Net External Assignment To assign your extension to an off net location, follow the procedure below: Step 1 Launch Personal Call Manager (PCM) on the client machine. Step 2 Click on the File menu to display and select External Assignment, as shown below. Figure A-2 Using PCM to configure the client machine for Office Anywhere Step 3 Figure A-3 When you select External Assignment, a pop-up window similar to the one shown below appears.
Using Office Anywhere or other PSTN number that is not within the ShoreTel system.) If the external number has not already been entered, you can do so now. NOTE You cannot configure a PSTN number that would require the call to go out a SIP trunk. Step 6 Select the desired Activation Settings radio button. Office Anywhere initiates a dialog at the external number prompting the user to press their keypad "1" to accept the call.
Using Office Anywhere Step 11 In the Forward after x rings, select 4 or more rings. (The default, 3 rings, makes it difficult to answer calls before they go to voice mail.) Step 12 Click OK. When finished, you can verify that Office Anywhere is enabled on your client machine by looking for the cell phone icon at the bottom right corner of the PCM window (as shown in Error! Reference source not found.).
Using Office Anywhere Step 5 NOTE Wait for a dial tone, then hang up. This option is available only from telephone ports, not trunk. To unassign an extension from a telephone: NOTE Step 1 Log in to voice mail. Step 2 Press 7 to select Change Mailbox Options. Step 3 Press 3 to select Re-assign Extension. Step 4 Press 2 to select Unassign. Step 5 Wait for a dial tone, then hang up.
A P P E N D I X B Emergency 911 Operations The following sections are included in the chapter: • • • • • • • Overview Feature Operation Selecting Caller ID Type for 911 Calls Configuring Your System International Emergency Numbers Verifying Your 911 Configuration Additional Recommendations Overview This chapter explains the chain of events in the call flow when a 911 call is placed.
Emergency 911 Operations How 911 Calls Work shows a simple 911 call-flow scenario. PSTN 2 CO 3 1 4 Small office PSAP / dispatcher 5 Figure B-1 B–2 Simplified 911 call flow scenario 1 A 911 call is placed from an office and is routed through the ShoreTel equipment to an outbound trunk. Although it is not shown in the diagram, be aware that the caller ID information is provided either by the PBX (for PRI trunks) or by the service provider (for non-PRI trunks).
Emergency 911 Operations For 911 calls placed from residential or a single-site businesses, determining the location of the calling party is fairly simple and straightforward. However, when dealing with large offices and campus environments, your 911 configuration can get complex.
Emergency 911 Operations Feature Operation Digit Collection for 911 Calls A ShoreTel user who dials 911 or + 911 will be routed to a 911-capable trunk. • If the user dials an access code followed by 911, digit collection terminates immediately and the call is routed to a 911-capable trunk. • If the user forgets to dial an access code before dialing 911, the system waits five seconds before routing the call to a 911-capable trunk.
Emergency 911 Operations Each site should have at least one 911-capable trunk. If there will only be one trunk at a particular site, that trunk should be capable of placing a 911 call. You should also be aware that if there is only one trunk at a site, only one 911 call can be placed at a time. Therefore, you should make sure you have enough 911 trunks at each site to accommodate the (realistic) potential 911 traffic for that site.
Emergency 911 Operations Selecting Caller ID Type for 911 Calls There are a number of different caller ID choices available within ShoreWare that can be used by the PSAP to identify callers when they place a 911 call. The list below summarizes the available choices for sending the caller ID to the service provider for 911 calls.
Emergency 911 Operations Available Caller ID Options User’s Caller ID number – Each user can be assigned a caller ID number that will identify him during outbound calls. This caller ID number is typically used for outbound calls from the ShoreTel system when you do not want the receiving party to know the calling party’s DID number. For example, an ACD agent may use caller ID to ensure that returned calls will go to a queue of sales agents, rather than directly to his desk.
Emergency 911 Operations CESID of the Specified IP Address Range – The CESID of an IP address range can also be delivered to the service provider during outbound 911 calls. A single CESID number is assigned to a range of IP addresses such that any IP phone that has an IP address that falls within the specified range will have this CESID sent for outbound 911 calls. This option works best for identifying a phone in an office that has many floors and many extensions.
Emergency 911 Operations Site (Caller's Emergency Service Identification (CESID) – This option delivers the CESID associated with the site to the service provider during 911 calls. This approach might not be granular enough for larger enterprises, but it could work well for singlesite organizations or for situations in which it would be adequate to provide the emergency response personnel with a building address. This option is defined on the Site Edit page. (See ).
Emergency 911 Operations Table 2-1 shows several common customer scenarios and provides recommendations for how E911 should be configured, along with reasons why that is the preferred configuration. Rules and regulations for E911 vary from one region to the next.Check with the local public safety agency to ensure you configure the system to meet the necessary requirements.
Emergency 911 Operations Configuring Your System The following subsections provide information for configuring your ShoreTel system for proper Emergency 911 operation. Trunk Groups Make sure you have an outbound trunk group with outbound access that also supports the 911 trunk service. If there is no 911-capable trunk group configured, you should create one on the appropriate Trunk Group edit page (). See Chapter 7, “Configuring Trunks,” for trunk group configuration information.
Emergency 911 Operations User Groups Make sure each user group has access to a 911-capable trunk group. You can select the desired 911 Caller ID choice on the User Group edit page (). • If you would like to send the Caller ID as the CESID number, then make sure the Send Caller ID as Caller’s Emergency check box is selected. • If you would like to send the DID as the CESID number, then make sure the Send DID as Caller’s Emergency check box is selected.
Emergency 911 Operations Users Make sure the Caller ID field is configured if you are sending Caller ID as CESID for this user. Similarly, make sure the DID check box is selected (and contains a valid number in the DID field) if you are sending DID as CESID for this user. Make sure each user belongs to the correct user group. Use the Edit User page () to associate users with the appropriate user group. See “Individual Users” on page 10-17” for more configuration information.
Emergency 911 Operations IP Phone Address Map Use the IP Phone Address Map () to assign a CESID to a range of IP addresses. See the section entitled “Edit IP Phone Address Map” on page 3-5 for more configuration information. Figure B-8 B – 14 IP Phone Address Map ShoreTel, Inc.
Emergency 911 Operations Switch Use the Switch edit page () to configure a CESID number for a switch for outbound 911 calls. See “ShoreGear-120/24, 60/12, 40/8 Configuration” on page 6-26 for more configuration information. Figure B-9 Switch Edit Page Sites Use the Site edit page () to configure a site’s CESID number. See Chapter 3, “ShoreTel Sites,” for additional configuration information. NOTE In the United States and Canada, make sure the Emergency Number field is set to 911.
Emergency 911 Operations Planning Your Emergency Response When a 911 call is made, the system automatically generates an event in the Windows event log at the beginning of the call. With the use of an event filter, you can automatically send an e-mail message to the appropriate people in your organization to help coordinate your local response (i.e. at the organizational level) whenever 911 is dialed.
Emergency 911 Operations shows a typical logging message that would result after a 911 call was placed – assuming notifications had been properly configured. Figure B-12 NOTE 911 Event Log We suggest naming your switches with location information such that you can understand which site the call was made from. ShoreTel 6.
Emergency 911 Operations International Emergency Numbers The Shoreline4 allows dialing of emergency numbers with and without trunk access codes. For this reason, you should reserve the dialing plan space for this feature. For example: • “112” is used in Europe and other countries. • “000” is used in Australia. • “999” is used in Asia. Thus, to make use of this feature, extensions should not begin with “112”, “911,” or “999”. Note that extensions should never begin with “0”.
Emergency 911 Operations Verifying Your 911 Configuration After you have finished configuring your system for 911 operation, we recommend working with your local 911 dispatch center to test your configuration in order to verify that it has been correctly configured, is sending out the desired caller ID information, and is dispatching emergency response personnel to the proper location.
Emergency 911 Operations Additional Recommendations • All sites should be configured with a designated power failure emergency phone configured appropriately. Each designated power failure emergency phone should be configured on the following ports, based on type of switch, to take advantage of ShoreTel's emergency line power failure feature: • SG40/8 – Port 5 • SG60/12 – Port 9 • SG120/24 – Port 9 B – 20 ShoreTel, Inc.
A P P E N D I X C Call Detail Record Reports Call detail record (CDR) reports are used to review the ongoing call activity on the ShoreTel system. Sections in this appendix include: • • • • Overview CDR database Generating a CDR Report Interpreting CDR Reports Overview The ShoreTel system tracks all call activity and generates call detail records into a database as well as into a text file on the ShoreWare server. The call detail records are used to generate CDR reports.
Call Detail Record Reports Active CDR Database (CDR.mdb) The call accounting service generates call detail records into the active CDR database named CDR.mdb. This file includes all call activity for the past 35 days. A nightly routine automatically moves the call detail records for the current day into a monthly archive database and deletes call detail records older than 35 days. The CDR reports access the active CDR database (last 35 days of activity).
Call Detail Record Reports The following are the field definitions: Field Call ID Column 1 Length Comment 10 right justified A unique ID that represents the call. The Call ID is meant to be unique for the duration while it's active. Date 12 10 Date of the call given in month, day, and year: mm/dd/yyyy Time 23 8 Start of the call given in hours, minutes, and seconds: hh:mm:ss Extension 32 7 Inbound or outbound extension ID. Last valid party on the call.
Call Detail Record Reports CDR Reports The ShoreTel system comes bundled with 12 CDR reports generated using data from the active CDR database on the ShoreWare server. CDR reports present information about users, trunks, WAN links, workgroup queues, account codes, and workgroup agents. Reports are grouped into two categories: summary and detail.
Call Detail Record Reports Generating a CDR Report The instructions in this section are for generating any of the CDR reports supported by the ShoreTel system. CDR reports are generated from the ShoreWare server. You can access the server remotely via a third-party communications application, such as pcAnywhere™, or by using Terminal Services Client from Microsoft. NOTE The CDR reports are preconfigured to print in landscape mode; however, the print setup on the server computer will override this setting.
Call Detail Record Reports Step 2 Figure C-2 The appropriate Report dialog () appears. Report Dialog (User Activity Summary) Step 3 Select Print the report to a window from the drop-down list on the left to display the report in a window on the screen. Step 4 Select right now from the drop-down list on the right to display the report immediately. NOTE Step 5 Review the options by clicking the Window Styles button. The recommended options are shown in .
Call Detail Record Reports If you select the Has Drill Down option and you use the drill-down feature, page headers and footers will not be printed. Figure C-3 Window Style Options Dialog Step 6 Make sure the Refresh Data option is selected in the Report dialog so that the most current data from the CDR database is used. Step 7 Uncheck the Modify selection formula check box. Step 8 Click Print. The Enter Parameter Values dialog () appears.
Call Detail Record Reports NOTE The No lower Bound and No upper Bound check boxes are additional options that are not typically used. NOTE The Enter Parameter Values dialog varies slightly for the Workgroup Agent Summary Report and the WAN Media Stream Summary Report. This is shown in . For these reports: • Set the start time by selecting Start of Range in the Parameter Fields list and using the Discrete Value user interface controls.
Call Detail Record Reports Figure C-6 Sample CDR Report NOTE Step 13 Figure C-7 Use the preview pane on the left side of the screen (shown if the Has Drill-Down option is selected in Window Style dialog) to view and print the report for an individual user, trunk, or agent. Note that if you drill down, page headers and footers will not print when you use the drill-down option. Make sure the report is displayed in landscape mode. Click the Printer Setup icon on the toolbar.
Call Detail Record Reports Interpreting CDR Reports This section provides information on interpreting each of the 12 CDR reports. User Activity Summary Report The User Activity Summary Report () shows a summary of all inbound and outbound calls for each user. This includes the type of calls made, as well as the total duration for all calls. This report can be run as an interval report in which user activity is subtotaled by the selected interval.
Call Detail Record Reports Inbound calls are reported according to the last party involved in the call (excluding voice mail and the auto-attendant). For example, if a call to extension 320 is not answered and the user’s Call Handling Mode (CHM) forwards the call to the assistant at extension 452—who answers the call—the Extension field in the Call record contains 452.
Call Detail Record Reports Field Presence/Frequency Outbound All Once for each Qty, period reported. Duration, Average Duration Description The quantity, total duration, and average duration for Outbound calls during the reporting period are presented. A call is considered outbound if the CallType field of the Call table record is set to 3 (Outbound). Duration is calculated here in the same manner as for Inbound calls. Please see that description for details.
Call Detail Record Reports User Activity Detail Report The User Activity Detail Report () shows a list of every call for each user by user. This includes the time a call was received or made, the number dialed, and the trunk used. This report can be run as an interval report in which user activity is sub-totaled by the selected interval. Figure C-9 User Activity Detail Report Calls Included Only external calls are shown in the User Activity Summary report.
Call Detail Record Reports The User Activity Detail Report is described as follows: Field Presence/Frequency Description Name (Extension) Once for each The Last Name, First Name, and Extension extension reported. being reported upon. These come from the PartyIDLastName, PartyIDName, and PartyID for the Connect record that matches the extension in the Call table. Non-users such as Workgroups, Voice Mail, Voice Mail Login, and Auto-attendant are included in the report.
Call Detail Record Reports Field Presence/Frequency Description Calling # Once for each call reported. For inbound calls, this is the calling number—ANI or Caller ID—received by the ShoreTel system and is reported as delivered by the PSTN (may or may not include the 1 in front of the area code). The dialed number is retrieved from the CallerID field of the Call table record. For outbound calls, this is the extension of the user that placed the call.
Call Detail Record Reports Trunk Activity Summary Report The Trunk Activity Summary Report () shows a summary of all calls for each trunk by trunk group. This includes the type of calls, durations, and average durations made on each trunk. Figure C-10 Trunk Activity Summary Report Calls Included Any trunk activity is reported in the Trunk Activity Summary Report. These calls always have Call records with CallType of 2 (Inbound), 3 (Outbound), or 4 (Tandem). However, with ShoreTel, Release 2.
Call Detail Record Reports Field Presence/Frequency Inbound Once for each Qty, trunk being Duration, and reported upon. Average Duration Description The quantity, total duration, and average duration for all inbound trunk activity for this trunk during the reporting period are presented. Trunk activity is considered inbound if the TrunkDirection field in the Connect record is set to 2 (Inbound).
Call Detail Record Reports Field Presence/Frequency Grand Total Description The totals for all trunks in the system. Trunk Activity Detail Report The Trunk Activity Detail Report () shows a list of every call for each trunk by trunk group. This includes the date and time, the number dialed, and the user’s name. Figure C-11 Trunk Activity Detail Report Calls Included Any trunk activity is reported in the Trunk Activity Detail Report.
Call Detail Record Reports The Trunk Activity Detail Report is described as follows: Field Presence/Frequency Trunk Group Name Once for each This is the name of the TrunkGroup being TrunkGroup being reported upon. This data is retrieved from the reported upon. GroupName field of the Connect record representing a trunk's involvement in a call. If the trunk activity for a TrunkGroup requires more than one page to report, then the name is repeated at the top of each additional page.
Call Detail Record Reports Field Presence/Frequency Description Dialed # Once for each trunk activity in the report. For outbound calls, this is the number the user dialed and is reported in full, canonical format (including country code, etc.). For an inbound call this is the destination of the call. If the call was a DID or DNIS call, this is the DID or DNIS information for the number dialed. For other types of calls, this is the extension where the call first terminates.
Call Detail Record Reports Field Presence/Frequency Description User Once for each trunk activity in the report. The name associated with the extension that was the initial target of the call. For outbound calls (CallType = 3 in Call record), the user is the extension that first initiated the call. For inbound calls (CallType = 2 in Call record), the user is the extension that was the initial target of the call. In the case of Tandem calls (CallType = 4 in the Call record), nothing is shown.
Call Detail Record Reports Workgroup Agent Summary Report The Workgroup Agent Summary Report () shows a summary of inbound workgroup calls and agent activity by the workgroup. Figure C-12 Workgroup Agent Summary Report Calls Included This report includes calls routed to workgroup agents by the workgroup server, and non-workgroup calls (both inbound and outbound).
Call Detail Record Reports The Workgroup Agent Summary Report is described as follows: Field Presence/ Frequency Description Name The name of the workgroup agent. Inbound Once for each Workgroup Calls period reported. - Qty, Duration, and Average Duration The total number of inbound workgroup calls the agent received. Quantity of calls, along with total duration and average duration of these calls is included.
Call Detail Record Reports Field Presence/ Frequency Description Inbound User Calls Once for each period reported. Quantity of calls, along with total duration and average duration of these calls, is included. A call is categorized as an inbound user call if the user's Connect record has PartyType = 1 (station), and the user was not the originator of the call (ConnectReason in the Connect table not equal to 19—originate).
Call Detail Record Reports Field Presence/ Frequency Outbound User Calls Once for each period reported. Description Quantity of calls, along with total duration and average duration, of these calls is included. However, these columns are reported only if the option is taken when running the report to include outbound calls. A call is categorized as outbound if the user originated the call (as shown by the Connect record having ConnectReason = 19).
Call Detail Record Reports Field Presence/ Frequency Agent Activity Total Wrap-Up Once for each period reported. Description This is the total wrap-up during the reporting period. This includes both end of call wrap-up and manual wrap-up. As noted earlier, since this report is call centric, agent wrap-up and login only appears in the report when it overlaps with periods when calls are being reported.
Call Detail Record Reports Workgroup Agent Detail Report The Workgroup Agent Detail Report () shows a list of every call for each agent by workgroup. Figure C-13 NOTE Workgroup Agent Detail Report An agent appears in the Workgroup Agent Detail Report if the agent had any workgroup call activity during the reporting period. Calls Included This report includes calls routed to workgroup agents by the workgroup server, and non-workgroup calls (both inbound and outbound).
Call Detail Record Reports and WorkgroupName fields). The EndTimeStamp field records the time the agents logged out (this can be null when the agent is still logged into the workgroup). The Workgroup Agent Detail Report is described as follows: Field Presence/Frequency Description Workgroup Name Once for each workgroup being reported upon. The name of the workgroup agent. Agent Name The name of the agent and his or her extension.
Call Detail Record Reports Field Presence/Frequency Description Call Type Once for each call Indicates whether this is an incoming reported. workgroup call (“InWG”), an inbound nonworkgroup call (“In”), or an outbound call (“Out”). A call is categorized as an inbound workgroup call if the user joined the call as a workgroup agent. This is determined by examining the Connect record for the user's time on the call. The PartyType in the Connect record must be 12 (Workgroup Agent).
Call Detail Record Reports Field Presence/Frequency Description Call Duration Once for each call The duration of the call. Duration reports the reported. time of the user's involvement in the call. It's reported by summing the TalkTime, RingTime, and HoldTime fields in the Connect record representing involvement in the call.
Call Detail Record Reports simple—for each time the workgroup server disposes of a call, a record is added to the QueueCall table. External calls to a workgroup are always included in the report. Internal workgroup calls are only included in the report if the option is taken to include them (the default is not included). The CallType field in the Call table is examined to determine if the call is internal or external.
Call Detail Record Reports The Workgroup Service Level Summary Report is described below. Field Presence/Frequency Description Wait Time (sec.) Shown once for each 30-second period in workgroup/internal where there are calls to be reported. Range of wait-for-service times, The wait time is divided into 30-second intervals. Information for the calls is reported for the interval in which it falls, according to when the call moved off the workgroup.
Call Detail Record Reports Field Presence/Frequency Description Handled by Others Once for each period Number of calls handled by others (not reported. workgroup agents or voice mail). Any call for the workgroup that isn’t reported as Abandoned, Handled by Agent, or Handled by Voice Mail is counted as Handled by Others. Calls that are picked up by non-agents, or agents that do not belong to the group are counted as Handled by Others.
Call Detail Record Reports Calls Included The key determinant in this report is which workgroup server processes the call. Each time the workgroup server processes a call, a record about the call’s disposition is added to the QueueCall table. In most cases the call is recorded just once, but if forwarded, a call can be recorded twice. Normally the call comes in and is processed by the server where it is routed to an agent.
Call Detail Record Reports Field Presence/ Frequency Description Calls Handled by Once for each Number of calls that went to the workgroup's Voice Mail period reported. voice mail (either as a result of call handling or when the caller chose to transfer to voice mail).
Call Detail Record Reports Field Average Handled Time Presence/ Frequency Description Once for each The average time during the period that a caller period reported. was on the line before the call was handled (by an agent, voice mail, or others). Note that the average time could be zero even though there were handled calls in the case of the call being forwarded immediately to voice mail.
Call Detail Record Reports WAN Media Stream Summary Report The WAN Media Stream Summary Report () shows the summary of call quality and call traffic for calls made over the WAN in multi-site deployments. By understanding the amount of time the WAN is used for calls, you can estimate the amount of toll charges your organization is saving.
Call Detail Record Reports Field Presence/Frequency Description Quality - Max Jitter Once for each pair The maximum jitter is the worst jitter of sites being encountered on any media stream between the reported. sites given in milliseconds. This data is retrieved from the A MaxJitter and B MaxJitter fields in the MediaStream table. The jitter buffer should be larger than this value for proper operation.
Call Detail Record Reports WAN Media Stream Detail Report The WAN Media Stream Detail Report () shows details of each media stream placed over the WAN. Figure C-17 WAN Media Stream Detail Report Call Included See the WAN Media Stream Summary Report for information about selection. This report calls out each media stream established between two sites. NOTE IP phone media streams are not included in this report.
Call Detail Record Reports Field Presence/ Frequency Description Start Time Once for each media stream. The time the media stream began. This data is retrieved from the StartTime field in the MediaStream table. CallID Once for each media stream. The Call Identification number for the media stream listed on the detail report. By matching the CallID in the report to the CallID of a WAN call with voice quality issues, you can understand the cause of the problems.
Call Detail Record Reports Account Code Summary Report Summarizes call information for each account, including number of calls each day, along with their total and average duration. There are also totals for the reporting period. This report allows the administrator to indicate whether there should be summary information for each account. If this is desired, each extension’s use of the account is summarized. If not, there's a simple total for the entire account code.
Call Detail Record Reports The Account Code Summary Report fields are described below. Field Presence/Frequency Account Shown once for each The account code that users enter to identify account being the account that a call is logged against. The reported on. name of the account code as configured in Director is also shown. For example, “300 (Marketing),” where “300” is the account code and “Marketing” is the name.
Call Detail Record Reports Field Presence/Frequency Description Total Duration Repeated for each row. The total duration of the calls being reported on the row. The duration is the total call duration, even if the call was transferred to parties such that the originator of the call was not on the call for the entire period. Duration is reported in the day the call started, but includes the entire call duration.
Call Detail Record Reports Account Code Detail Report Provides a detailed list of calls that occurred for each account. For each call the date and time of the call, number dialed, the extension making the call, and the duration of the call is included. For each account, a summary is provided of the number of calls, along with their total and average duration. Account codes are only applicable to outgoing calls.
Call Detail Record Reports Field Presence/Frequency Description Date Repeated for each call. The date on which the call started. A call is reported for the day on which the call started. That is, if a call starts on one day, but ends on the next day, it is only reported for the day that it started on. The Date is extracted from the StartTime field in the Call record for each call in the report. Time Dialed Number Repeated for each call. The time at which the call started. Repeated for each call.
Call Detail Record Reports steps. This provides more detailed information about how the call was disposed of by the workgroup server. • QueueDepth Table: An entry is made in the QueueDepth table each time the depth of a workgroup server's call queue changes. In addition to the tables listed above, the database contains a number of enumeration tables, which are documented below when discussing the tables that reference these enumeration/lookup tables.
Call Detail Record Reports Figure C-20 New Entries in the Call Table The Call table is reference by other tables, most important among them being the Connect table. You can analyze the Call and Connect tables to understand the complete disposition of a call as attempts are made to add parties, transfers occur, and so on. Other tables can index the Call table, through the primary key “ID,” which is unique for each record.
Call Detail Record Reports calls. Once one of the agents is successfully hunted, if you looked at the Connect table you see the agent being attached to the original call. C – 48 Field Name Data Type Description ID AutoNumber Unique identifier. (4-byte integer, required) CallID Number Unique number for the existence of the call. (4-byte integer) StartTime Date/Time For an inbound call, this is when the trunk has been seized. For an outbound call, this is when the user has completed dialing.
Call Detail Record Reports Field Name Data Type Description CallerID Text For CallType=Inbound only: Caller-ID number if present.
Call Detail Record Reports Connect Table The Connect table contains a record for each party in a call. There are many different types of parties that can be reflected in the table including individual user extensions, workgroups, workgroup agents, and trunks. The following flow chart illustrates how new entries are added to the Connect table each time a party is added to a call within the ShoreTel system.
Call Detail Record Reports Field Name Data Type Description PortNumber Number Port number for this party. It is the physical port or channel number on the ShoreTel switch. The number is 0 if the party is a workgroup, voice mail or an unassigned user. (2-byte integer, required) PortID Number Port ID for this party (if any). A unique ID assigned to the ShoreTel switch port by the configuration database. This information is only visible in the database and not available through Director.
Call Detail Record Reports C – 52 Field Name Data Type Description MailboxID Text Mailbox ID (if the Party is voice mail as indicated by PartyType=VMForward or VMLogin). For VMForward, this is the voice mail mailbox to which the call was forwarded. For VMLogin, it is the mailbox being logged into. (15 characters, zero-length) RelatedCallTableID Number Link to a related “ID” field in the Call Table.
Call Detail Record Reports Enumeration Tables Used for Connect Table PartyType PartyType Name Description 0 Null 1 Station User extension which is currently assigned a home port sometimes referred to as a “logged in user”). 2 Trunk Trunk (of any kind). 3 Virtual A user extension which does not currently have an assigned home port (some times referred to as a “logged out user”). 4 Workgroup Workgroup extension. 5 AutoAttendant Auto-Attendant extension.
Call Detail Record Reports ConnectReason C – 54 ConnectReason Name Description 0 Null 1 Direct The party was connected to the call when TMS was not available. Information is logged about the connection, but there is no more specific ConnectReason information. 2 ForwardBusy The party was connected because the previous party's call handling mode indicated that the call should be forwarded if the previous party was busy--that condition was met.
Call Detail Record Reports Disconnect Reasons Disconnect Reason Name 0 Null 1 Normal Normal termination 2 Unknown Unknown reason 3 Reject Call Call was rejected 4 Pickup Call Call picked up by other destination 5 Forwarded Call Call forwarded to another destination 6 Busy Busy destination 7 NoAnswer No answer by destination 8 BadAddress Bad address 9 Unreachable Destination cannot be reached 10 Congestion Inadequate bandwidth 11 Incompatible Destination is incompatible
Call Detail Record Reports MediaStream Table The MediaStream table logs media information about InterSite Calls. At a high level, there is one such entry for each InterSite call. Information about both parties involved in the call is recorded. Table 3-1 C – 56 Media Stream Field Name Data Type Description ID AutoNumber Unique identifier. (4-byte integer, required) CallID Number Unique number for the existence of the call.
Call Detail Record Reports AgentActivity Table The AgentActivity Table records information about workgroup agent's availability. Entries are made to record agents’ Login/Logout from the workgroup and to reflect their time in Wrapup mode. The following flow chart illustrates how new entries are added to the AgentActivity table. The left flow shows how each time a workgroup agent logs in, a LogInOut entry is added, which is then updated at logout time.
Call Detail Record Reports Field Name Data Type Description ID AutoNumber Unique identifier. (4-byte integer, required) CallID Number Unique number for the existence of the call. Provided in wrapup records only. (4-byte integer) AgentDN Text WorkGroup Agent’s dialed number (extension). (15 characters, zero-length) AgentFirstName Text WorkGroup Agent’s First Name (50 Characters, zero-length).
Call Detail Record Reports Enumeration Tables Used for AgentActivity AgentState Name Description 0 Null 1 Reserved (Used in the past for Login) 2 Reserved (Used in the past for Logout) 3 Wrap_Up Agent performing post-call wrap-up 4 Reserved (Used temporarily for Outcalls) 5 LogInOut Agent Login later updated with Logout time. 6 SecLogInOut Secondary login activity. This occurs if an agent belongs to more than one Workgroup. Notes • Login and Logout are no longer used.
Call Detail Record Reports Figure C-23 New Entries to the CallQueue Table Each entry in the QueueCall table contains the following fields: C – 60 Field Name Data Type Description ID AutoNumber Unique identifier. (4-byte integer, required) CallID Number Unique number for the existence of the call. (4-byte integer) ConnectTableID Number Link to Connect Table ID Key. You can find more information about the connection to the call in the connect table.
Call Detail Record Reports Field Name Data Type Description Duration Date/Time Time from when the call is offered to the workgroup DN until it leaves the call queue. The call leaves the queue when it is answered by an agent, is abandoned by the calling party, or leaves the queue for other reasons. The complete lists of reasons for leaving the queue are found in the QueueExitReasonLUT table. (8-byte date/ time) DurationSeconds Number Duration expressed in number of seconds.
Call Detail Record Reports Enumeration Tables Used for QueueCall ExitReason Name Description 0 Null 1 TransferToAgent Hunt succeeded and transferred to agent. 2 ForwardAlways Workgroup forwarding all calls. 3 ForwardBusy All logged in agents on call. 4 ForwardNoAnswer All available agents did not answer. 5 FwdNoLoginAgent No logged in agents.
Call Detail Record Reports QueueStep Table The QueueStep table logs data about time spent in queue steps or in hunting for agents. Field Name Data Type Description ID AutoNumber Unique identifier. (4-byte integer, required) QcallTableID Number Link to the Autonumber field in the QueueCall table. This essentially identifies the QueueCall that this step is associated with. (4-byte integer) StartTime Date/Time Time at which the call first enters this step.
Call Detail Record Reports C – 64 ShoreTel, Inc.
Index Symbols # of Extension Digits parameter described 2-11 Numerics 0+ calling 7-9 1010nnn 7-9 311 calling 10-7, 10-8, 10-12 411 calling 7-8, 10-7, 10-8, 10-12 611 calling 7-8 800 calling 7-9 900 calls 10-7, 10-11 911 calling 7-8 A Accept Broadcast Messages parameter 10-22 Access codes 10-7, 10-8, 10-12 Account Code Collection parameter 10-16 Account Codes 10-16 Adding individual loop-start trunks 7-19, 7-20 Allow Access o Broadcase Distribution List field 10-13 Allow Access to System Distribution List
Index Park Timeout after nnnnnn seconds 9-14 Use Distributed Routing Service 9-13 Voice Encoding and Quality of Service 9-14 Call Control page 9-2 Call handling mode parameters Always Destination 9-10, 9-23, 10-55 Personal Assistant 10-56 Call Manager 10-22, 10-23 login name 10-23 password 10-23 Call parameter 10-14 Call Permissions all calls 10-11 Call permissions 10-14 all 10-11 all calls 10-7 internal only 10-11 international long distance 10-7 local only 10-7 national long distance 10-7 Call permission
Index Enable Fax Redirection parameter 10-22 enable international calls 7-8 enable local calls 7-8 enable long-distance calls 7-8 Enable Message Notification parameter 14-13 Event categories Java Client 16-23 Java Server 16-23 Notification 16-23 Port Mapper 16-23 Switch 16-23 System Management Database 16-23 System Management Interface 16-23 Voice Mail Application 16-23 Voice Mail Message Server 16-24 Voice Mail Port Mapper 16-24 Event filters editing 16-27 Event filters parameters Category 16-27 Event ID
Index announcement 8-4 enabling failover 8-5 how to move 8-10 password 8-4 setting options 8-4 IP phones assigning by user 8-8 renaming 8-9 viewing 8-9 IPBX-12 switch edit 6-39 Host Name 6-25 LEDs 6-4, 6-7, 6-10, 6-12, 6-15, 6-17, 6-20 switch port graphical view 6-38 telephone ports 6-3, 6-8, 6-14, 6-16 IPBX-12 switch configuration parameters Description 6-26, 6-31, 6-36 Ethernet Address 6-27, 6-31, 6-36 IP Address 6-27, 6-31, 6-36 J Jack # parameter 10-22 L legacy PBXs 7-6 legacy voice mail 2-6 Licenses
Index Permissions field 10-8, 10-12 personal assistant 3-4 Personal client type 10-23 Personal Options page 10-25 Personal options parameters 10-25 Call Waiting Tone Enabled 10-26 Current call stack size 10-25 Default Trunk Group 10-26 Edit Call Handling Modes 10-27 Edit Message Notification Options 10-27 Edit System Directory Record 10-24 Port parameter 10-17 PRI configuration 7-6 Private numbers 10-22 PSTN Failover 10-21 PSTN numbers 10-5 Q Quck look event log Errors 16-18 Informational 16-18 informatio
Index stacked calls 10-4 Status parameter 10-17 Switch parameter 10-17 switch port 10-22 Switch port graphical view 6-30, 6-35 switch ports 10-21 System Directory 10-24 System directory Go To This User Link 15-4 Name 15-2 outside contacts 15-1 System directory data-entry fields Cell Phone 15-3 E-mail Address 15-4 Fax Phone 15-3 First Name 15-3 Home Phone 15-3 Last Name 15-3 Pager 15-3 Work Phone 15-3 System Directory Entry page 10-24 System Distribution List configuring parameters 11-3 system distribution
Index PSTN Failover 10-21 Site 10-21 Switch Port 10-22 TUI Password 10-24 User Group 10-21 Voice Mail Password 10-24 User Group parameter 10-17, 10-21 User Groups parameters Name 10-14 Voice Mail 10-14 User groups parameters Outgoing Trunk Groups 10-16 Show Call Manager users a list of account codes when dialing 10-16 User groups paramters 10-15 Account Code Collection 10-16 COS-Call Permissions 10-15 COS-Telephony 10-15 COS-Voice Mail 10-15 Name 10-15 User Groupsparameters Call 10-14 Telephony Features 10
Index I–8 ShoreTel, Inc.
