Installation guide

ManualsBrandsShoreTel ManualsComputer equipmentShoreWare

Planning and Installation

Guide

ShoreTel 14.2

March 2014

Summary of content (500 pages)

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Planning and Installation Guide ShoreTel 14.
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Legal Notices Document and Software Copyrights Copyright © 1998-2014 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc.
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Table of Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Virtual Phone and Virtual Trunk Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BHCC Call Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents Computing Admission Control Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WAN Bandwidth per Call (Full Duplex) without cRTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . WAN Bandwidth per Call (Full Duplex) with cRTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Admission Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 4 Routing Calls. . . . . . .
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Table of Contents Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Define Digit Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Internal Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring External Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents Hunt Group Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Types of Extensions for Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents VMware Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Virtual Desktop Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deploying ShoreTel servers under VMware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements for Microsoft Hyper-V Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents Upgrading Servers from Windows 2003 32-bit to Windows 2012 64-bit . . . . . . . . . . . . . Preparing to Upgrade from Windows 2008 R2 32-bit or 64-bit to Windows 2012 64-bit . Upgrading the Uboot Version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading Servers from Windows 2008 R2 32-bit to Windows 2012 64-bit . . . . . . . . . . Upgrading Servers from Windows 2008 R2 64-bit to Windows 2012 64-bit . . . . . . . . . .
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Table of Contents Configuring Voice Switches for IP Phone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Assigning the Configuration Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting IP Address Ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing LLDP-MED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Implementing IEEE 802.1x . .
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Table of Contents Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304 User Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304 Chapter 17 ShoreTel Integration with External Applications . . . . . . . . . . . . . . . . . . . .307 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents Tie Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Services Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Trunk Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a New Trunk Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents European Union . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Restricted Access Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . WEEE Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents ShoreTel 1-U Full Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel IPBX Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specifications – SG 1-U Half-Width Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel 90 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Preface This preface provides information about the objectives, organization, and conventions of the ShoreTel Planning and Installation Guide. Objectives This document provides planning and installation information for the ShoreTel system and components. Audience This guide is written for the person who plans, installs, administers, and maintains the ShoreTel system. This individual should be knowledgeable about data networking and telephony to use this guide effectively.
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Preface Software Documentation This guide provides information on how to plan the implementation of the ShoreTel system, as well as how to install the necessary hardware, data communications, and telecommunications elements. The ShoreTel Planning and Installation Guide can be used in conjunction with the ShoreCare® project management tool.
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Document Conventions Preface Document Conventions Conventions used in this guide include the following: ShoreTel 14.2  Data-entry field names, hypertext links, control buttons, keywords, and other items within the system management interface are in boldface text.  Information that you enter in data-entry fields is in a data_entry font.
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Preface 18 Planning and Installation Guide Document Conventions ShoreTel 14.
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CHAPTER 1. Getting Started This chapter describes how to plan and install a ShoreTel system. It contains the following information: Overview ................................................................................................................... 20 Assembling the Team................................................................................................ 20 Phase 1: Voice Communication System Analysis and Ordering ........................
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1 Getting Started Overview Overview This document describes how to plan and install a ShoreTel system. Each chapter in this document begins with recommendations that help with the transition to a ShoreTel system. For an installation outside the U.S., see Appendix A, International Planning and Installation.
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Phase 2: Environmental and Infrastructure Analysis and Upgrade Getting Started Table 1: Voice Communications System Analysis and Ordering (Continued) Date Completed Task Inventory your existing telephone equipment Order new phones and/or headsets Review your need for a ShoreTel Server Appliance Order a ShoreTel Server Appliance Review the need for a ShoreTel Enterprise Contact Center Solution Order a ShoreTel Enterprise Contact Center Solution Order ShoreTel voice switches ShoreTel shipping date Phase 2
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1 Getting Started Phase 3: Resource Scheduling and Tracking Table 2: Environmental and Infrastructure Analysis and Upgrade (Continued) Date Completed Task Read ShoreTel's WAN requirements Attach WAN topology map WAN upgrade installation date (if ordered) Read ShoreTel's server requirements Order your server for the ShoreTel System Server installation date Read ShoreTel's desktop requirements Desktop software upgrade installation date (if required or ordered) ShoreTel scheduled installation date Phase 3
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Phase 4: System Load and Configuration Getting Started Phase 4: System Load and Configuration Table 4: System Load and Configuration Date Completed Task Participate in the Phase 4 conference call Verify receipt of ShoreTel equipment Reserve IP addresses for your network Configure server with the appropriate server operating system Load the ShoreTel software Enter the database configuration for ShoreTel Confirm your ShoreTel System installation and cut-over dates Confirm installation and cut-over coverage
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1 Getting Started Phase 6: Cut-Over Table 5: Installation Readiness Review (Continued) Date Completed Task Configure your Auto-Attendant menus Script and record all Auto-Attendant and department voice mail greetings Phase 6: Cut-Over Table 6: Cut-Over Task Date Completed Participate in the Phase 6 conference call Complete your Cutover Review Checklist Send web-based training modules to end users Send TUI guides to end users Verify that operators are trained Verify that workgroups are trained Verify t
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CHAPTER 2. Planning and System Design This chapter describes the initial design of the ShoreTel system. It contains the following information: Overview ................................................................................................................... 26 Recommendations .................................................................................................... 26 Network Assessment ................................................................................................
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2 Planning and System Design Overview Overview This chapter describes the initial design of the ShoreTel system. Recommendations The following recommendations will assist you in designing your new voice communications system.  Make sure you understand all the unique routing and hunting requirements of your current system.  Be sure to account for all devices, including conference rooms, lobby phones, fax machines, and modems.
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Determine System Topology Planning and System Design Determine System Topology The ShoreTel system has a unique distributed call control software architecture that enables you to deploy ShoreTel voice switches and IP phones anywhere across your IP network. Even though multiple sites are supported, the ShoreTel system is a single system with an extensive set of integrated applications and a single management image.
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2 Planning and System Design Citrix and Windows Terminal Server The ShoreTel system also supports Distributed Voice Servers (DVS) to allow distributing voicemail and other applications. Distributed servers help accomplish the following:  Reduce bandwidth, because local users’ calls to voice mail are answered by the local voice mail application and do not go across the WAN.
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Telephone Requirements Planning and System Design 1. Count the telephone users in the current environment. Include conference room telephones, lobby telephones, and telephones that multiple users share. 2. Count the number of ShoreTel BB24 button boxes that operators and receptionists need. The maximum number of BB24s on a multi-line phone is four. 3. Count the number of ports that fax machines and modems will use. 4.
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2 Planning and System Design Trunk Requirements Trunk Requirements Trunks provide connectivity between users on the ShoreTel system and the public switched telephone network (PSTN). In this next task in the system design process, you determine the number of trunks required. The number of trunks required on your system varies, depending on the number of users and your specific application needs.
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Determine Number of ShoreTel Voice Switches Planning and System Design Determine Number of ShoreTel Voice Switches The ShoreTel telephony solution is a mixture of hardware and software components that you install across your enterprise to create a single telephone system. A critical component to the solution is the ShoreTel voice switch. Voice switches are the interface that connect the telephones to the ShoreTel system.
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2 Planning and System Design System Capacity System Capacity The ShoreTel system can scale incrementally up to 20,000 ports (users and trunks) representing 500 ShoreTel voice switches over the entire system. The system is completely nonblocking and can support 10,000 simultaneous calls at a rate of 100,000 calls per hour depending upon server configurations. Table 8 provides a summary of the ShoreTel system capacity.
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System Capacity Planning and System Design Table 8: ShoreTel System Capacity(Continued) Component Capacity Notes Number of servers 21 1 main, 20 distributed (for voice mail, autoattendant, messaging, directory, configuration services, and desktop call control). Each server is certified to support up to 1,000 users. Number of Voicemail Box Switches (VMBs) 500/system Number of 3rd Party SIP Servers 20 Media streams (G.711 per server) 254 Media streams (G.
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2 Planning and System Design System Capacity Table 8: ShoreTel System Capacity(Continued) Component Capacity Notes BHCC/system without reports during business hrs Very Large HW=100k /Large HW = 50K / Med HW =2 5K /Small HW = 5K See Server HW specs for size & traffic considerations BHCC/system with reports during business hrs Very Large HW=10k /Large HW = 5K / Med HW = 1K / Small HW = not recommended See Server HW specs for size & traffic considerations Max # of PCM's in WG server 300 Paging Gr
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System Capacity Planning and System Design Table 8: ShoreTel System Capacity(Continued) Component Capacity Notes Professional 10,000 Workgroup Agent 300 Workgroup Supervisor 128 Workgroup Agent/server 300 per server, 300 per system Workgroup Supervisor/ server 128 per server, 128 per system Operator 200 250 monitored extensions/each operator maximum. ShoreTel Communicator for Mobile 1,000 Per system. 15 One switch can provide MOH for up to 15 calls per site.
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2 Planning and System Design System Capacity The following tables contain information on how to select a server for your ShoreTel implementation. Server requirements are specified in four tiers:  Servers for small systems that support up to 500 users.  Servers for medium sized systems that support up to 2,500 users.  Servers for large systems that support up to 10,000 users.  Servers for very large systems that support up to 20,000 users.
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System Capacity Planning and System Design Table 9: System and Service Capacities Size Maximum users per System Maximum users assigned per Server Maximum System BHCC Maximum BHCC per Server (Outside Business Hours) Maximum BHCC per Server (During Business Hours) Small 500 500 5,000 1,000 Not Recommended Medium 2,500 1,000 25,000 5,000 1,000 Large 10,000 1,000 50,000 10,000 5,000 Very Large 20,000 1,000 100,000 10,000 10,000 To select a server for your new system deployment,
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2 Planning and System Design Virtual Phone and Virtual Trunk Switches Virtual Phone and Virtual Trunk Switches The ShoreTel system supports virtual phone switches and virtual SIP trunk switches. The virtual phone switch supports the following features:  All non-TDM features (no physical trunks or analog phones)  Up to 1000 IP phones per switch  Requires the ShoreTel Virtual Switch Phone License Note The virtual phone switch does not support the Nightbell or Overhead Paging features.
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Extension Monitoring Limitations Planning and System Design Extension Monitoring Limitations That there is a limit to the number of extensions that can be monitored, whether from a ShoreTel IP Phone -BB24 device or from a ShoreTel IP Phone multiline phone. This limitation is dependent on two factors:  Update rate (every call causes one or more monitoring phones to be updated.  Whether the monitoring phones are spread across one or more switches.
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2 Planning and System Design ShoreTel Voice Switch Feature Capacity Hunt Groups Hunt groups place a significantly heavier burden on the ShoreTel voice switch. For example, if you have a hunt group with 16 members, a single call into the hunt group will generate 16 simultaneous calls (assuming the feature is configured to simultaneously ring each hunt group member).
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ShoreTel Voice Switch Feature Capacity Planning and System Design You would have room to spare: HG 1 + HG 2 + BCAs = Total 4x4 + 8x3 + (10 x 4)/2 = 60 16 + 24 + 20 ShoreTel 14.
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2 Planning and System Design 42 Planning and Installation Guide ShoreTel Voice Switch Feature Capacity ShoreTel 14.
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CHAPTER 3. Network Requirements and Preparation This chapter describes the network requirements and preparation needed to use the ShoreTel system. It contains the following information: Overview ................................................................................................................... 45 Understanding the Network Requirements for Toll-Quality Voice ............................. 45 Bandwidth Requirements..............................................................................
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3 Network Requirements and Preparation Frame Relay ....................................................................................................... 53 SDSL .................................................................................................................. 53 IDSL.................................................................................................................... 53 ADSL ....................................................................................................
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Overview Network Requirements and Preparation Overview The ShoreTel system is an IP-based voice solution deployed across your IP network. This allows the components of the system to be located anywhere on your IP network, resulting in a single system for all your voice applications at all locations.
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3 Network Requirements and Preparation Bandwidth Requirements In general, to ensure voice quality on the LAN, the ShoreTel system must be used in a switched Ethernet network. To ensure voice quality on the WAN, the ShoreTel system requires that you do the following:  Get a service-level agreement (SLA) from your WAN service provider that guarantees prioritization of voice traffic.  Prioritize your voice traffic ahead of your data traffic on network routers.
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Latency Network Requirements and Preparation Table 12: Supported Codecs Codec Sample Rate Data Rate L16/1600 (Linear Broadband) 16 KHz 256 Kbps L16/8000 (Linear) 8 KHz 128 Kbps G.711 µ-law (PCMU) 8 KHz 64 Kbps G.711 A-law (PCMA) 8 KHz 64 Kbps G.722 16 KHz* 32 Kbps G.729a 8 KHz 8 Kbps iLBC 8 KHz 13.33 Kbps AAC_LC 32 KHz BV-32 16KHz 32 Kbps BV-16 8KHz 16 Kbps DV-14 8KHz T.38 * In network traces, G.722 often appears as “G722/8000” even though it should be “G722/16000”.
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3 Network Requirements and Preparation Packet Loss The jitter buffer starts at the minimum size of 0 ms as packets from the network are placed into the switchboard queue for immediate processing. When jitter is detected on the network, the jitter buffer dynamically increases in increments of 5 ms to compensate for increased jitter and decreases in reaction to less jitter. The maximum value of the jitter buffer is set in ShoreTel Director and ranges from 20 to 400 ms, with a default of 300 ms.
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Virtual LANs Network Requirements and Preparation On the local area network, methods to prioritize voice packets include the following:  IP Precedence – 5 (configurable, recommendation is 5)  DiffServ/ToS – EF (configurable, recommendation is EF) The Ethernet switch configuration should prioritize traffic using one of these methods. This allows the voice traffic arriving at the switch to travel ahead of the data traffic.
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3 Network Requirements and Preparation Distributed Call Control Signaling Table 13: Typical Bandwidth Use for ShoreTel Communicator ShoreTel Communicator Bandwidth Use Personal .2 Kbps Professional .2 Kbps Operator .2 Kbps + 1.5 Kbps Extension Monitor 1.5 Kbps per monitored extension Workgroup Agent .25 Kbps Queue Monitor 6.5 Kbps per queued call Workgroup Supervisor .25 Kbps Queue Monitor 6.5 Kbps per queued call Agent Monitor 1.
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Traffic Shaping to Reduce Bottlenecks Network Requirements and Preparation Traffic Shaping to Reduce Bottlenecks With many applications requiring WAN bandwidth, the need to optimize is increasingly important. This is particularly true for enterprises that want to deploy voice over virtual networks where quality of service and traffic shaping are required. With traffic shaping, it is possible to set policies that determine who or what gets top priority.
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3 Network Requirements and Preparation WAN Technology Choices WAN Technology Choices Minimum Bandwidth Requirements The minimum WAN bandwidth required to deploy a voice switch at a site depends on the number of calls expected. With ADPCM, a single call consumes 52 Kbps, and if this call becomes a conference call, another 52 Kbps is needed, yielding a total of 104 Kbps. From a broadband perspective, the first available technology is 128 Kbps (ISDN), which leaves only 24 Kbps for other IP traffic.
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Frame Relay Network Requirements and Preparation Frame Relay Frame Relay is a viable option as long as you get a committed information rate (CIR) that meets the bandwidth and network requirements for toll-quality voice communications. SDSL SDSL is considered “business-to-business” DSL in which you can negotiate a service-level agreement with the service provider. Unlike T1, SDSL is priced on a flat bandwidth basis, making the price “distance insensitive” and cost-effective over long distances.
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3 Network Requirements and Preparation IP Address Assignment IP Address Assignment Each ShoreTel voice switch must have an IP address, and each ShoreTel server must have a static IP address. Use one of the following ways to assign an IP address to a voice switch:  DHCP on a network server. (ShoreTel does not support DHCP on its servers.)  The BOOTP server that ShoreTel Director has in its records.  The maintenance port on the front of the ShoreTel voice switch.
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Configuring DHCP for ShoreTel IP Phones Network Requirements and Preparation Configuring DHCP for ShoreTel IP Phones The ShoreTel server provides the latest application software and configuration information to ShoreTel IP phones. To receive this information, the ShoreTel IP phone must have the server’s IP address. The configuration task in this section is for specifying the IP address and other necessary information.
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3 Network Requirements and Preparation Configuring DHCP for ShoreTel IP Phones To configure DHCP Option 156 on a Microsoft DHCP Server for ShoreTel IP110, IP115, IP212k, IP230, IP230g, IP265, IP560, IP560g, and IP655 phone models: 1. Open DHCP Manager on the Microsoft DHCP server. 2. Right-click the DHCP server, and then select Set pre-defined options. 3. Click Add. 4. Set Name to IP Phone Boot Server. 5. Set Data Type to String. 6. Set Code to 156 and add a description, if desired. 7.
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Configuring DHCP for ShoreTel IP Phones Network Requirements and Preparation Table 15: Country Numbers for DHCP Option 156 (Continued) Number Country 17 Belgium 18 Mexico 19 Denmark 20 Sweden 21 Switzerland 22 Austria 23 India 24 China 25 Norway 26 United Arab Emirates 28 Japan 29 Taiwan 30 South Korea 31 Luxembourg 32 Finland 33 Philippines 34 Thailand 35 Poland 36 Czech Republic 37 South Africa 38 Costa Rica 39 Greece 41 Monaco (France) 42 Israel 44 Ind
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3 Network Requirements and Preparation Configuring Automatic VLAN Assignment through DHCP Table 16: Language Numbers by Country for DHCP Option 156 (Continued) Number Language (Country) 3 Germany, Austria 4 English (UK), Czech Republic, Ireland, Malaysia, Greece, Hong Kong, New Zealand, Poland, India, Romania, Singapore, South Africa, United Arab Emirates, Indonesia, Finland 5 France (Parisian), Belgium, Luxembourg, Switzerland, Monaco (France) 6 Netherlands 7 Mexico, Cost Rica, Chile 8 Denm
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Time Services Network Requirements and Preparation 3. Click Add. 4. Set Name to IP Phone Boot Server. 5. Set Data Type to String. 6. Set Code to 156 and add a description, if desired. 7. Navigate to the scope options and add option 156. 8. Set the value of option 156 as follows: ftpservers=ip_address, layer2tagging=n, vlanid=x Where  ip_address is the IP address of the ShoreTel Headquarters server.  n in layer2tagging=n is 0 (to disable 802.1Q) or 1 (to enable 802.1Q). The default is 0.
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3 Network Requirements and Preparation Tunneling IP VPNs are typically viewed as falling into three major categories: remote access VPNs, intranets (company site-to-site), and extranets (business-to-business). These services are used by companies of all sizes because of the powerful combination of high-speed access links and public networks.
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Performance Network Requirements and Preparation  PPTP (Point-to-Point Tunneling Protocol): PPTP includes compression and encryption techniques. This protocol was introduced by Microsoft to support secure dial-up access for its desktop, which corresponds to a large share of the desktop market.  L2F (Layer 2 Forwarding): Introduced by Cisco Systems, L2F was primarily used to tunnel traffic between two Cisco routers. It also allows IPX traffic to tunnel over an IP WAN.
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3 Network Requirements and Preparation Firewalls Firewalls A firewall is the foundation of network security (see Figure 2). It prevents unauthorized access to the network or web site by examining both incoming and outgoing traffic. Based on the predefined security policies, each individual packet is inspected and processed. Any type of traffic deemed “illegal” (based on rules that specify protocol type, source or destination IP address, and so on) is not allowed through the firewall.
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Media Encryption Network Requirements and Preparation advanced firewalls can apply logical rules that prevent the device from trying to keep up with the denial-of-service attack traffic. They also prevent this traffic from reaching the valuable web, application, and database servers that create your Internet presence and service your customers.
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3 Network Requirements and Preparation Session Initiation Protocol (SIP) The ShoreTel Headquarters server software installation process generates its own self-signed CA certificate when it first boots up. This root certificate uses a 2048-bit RSA key-pair and is valid for 30 years. ShoreTel IP phones download the Headquarters Certificate Authority X.509 certificate when provisioning into the system.
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Example Network Topologies Network Requirements and Preparation  To communicate with a SIP device or service provider providing IP trunks over the Internet, the network must be able to pass SIP traffic through a firewall. This requires a SIP application layer gateway, which is a feature provided by some firewall vendors.  SIP signaling uses UDP port 5060.
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3 Network Requirements and Preparation Computing Admission Control Bandwidth Figure 4: Multisite Options Computing Admission Control Bandwidth This section discusses how to compute the admission control bandwidth for the site you are configuring on the Site edit page—that is, the appropriate value for the Admission Control Bandwidth parameter.
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WAN Bandwidth per Call (Full Duplex) without cRTP Network Requirements and Preparation WAN Bandwidth per Call (Full Duplex) without cRTP Table 17 lists the bandwidth, including IP overhead, that is used for each voice call between sites when RTP Header Compression (cRTP) is not used. The bandwidth depends on the voice encoding used. For example:  If you want to support 10 calls between this site and all other sites, and G.729a voice encoding is used, set the admission control bandwidth to 260 Kbps.
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3 Network Requirements and Preparation WAN Bandwidth per Call (Full Duplex) with cRTP Table 17: Bandwidth Without cRTP (Continued) Bandwidth in Kbps per Number of Calls Linear G.711 ADPCM G.
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WAN Bandwidth per Call (Full Duplex) with cRTP Network Requirements and Preparation Table 18: Bandwidth with cRTP (Continued) Bandwidth in Kbps Linear per Number of Calls G.711 ADPCM G.
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3 Network Requirements and Preparation Setting Admission Control Setting Admission Control The Admission Control Bandwidth parameters are set in the Sites edit page of ShoreTel Director. For information on setting these parameters, see the chapter on configuring sites in the ShoreTel System Administration Guide. 70 Planning and Installation Guide ShoreTel 14.
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CHAPTER 4. Routing Calls This chapter contains information about identifying the appropriate routing for inbound and outbound calls in the following sections: Overview ................................................................................................................... 72 Recommendations .................................................................................................... 72 Hunt Groups...........................................................................................
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4 Routing Calls Overview Overview The purpose of this chapter is to help with identifying the appropriate routing for inbound and outbound calls. This information is important for determining the requirements for configuration and trunking. Before installing a voice communications system, one of the most important decisions to make is how to route incoming calls. The voice communications includes the inbound calls to the ShoreTel customer, its individual employees, or a group of employees.
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Hunt Groups Routing Calls Hunt Groups Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed through an extension, DID, and/or DNIS. Hunt groups are supported by ShoreTel Voice Switches and remain available even when connectivity to the Headquarters server is lost. A single switch can host up to 8 hunt groups and a maximum of 16 hunt group extensions per switch.
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4 Routing Calls Direct All Calls to an Auto Attendant Figure 5: Auto Attendant Call Routing Organize the auto attendant with options for various departments. In addition, include an out for callers if they must speak to a live attendant or have a rotary telephone. This destination must be one that will always be answered. In many cases, it is a receptionist’s extension that is staffed at all times, or a night bell that can be answered by any employee.
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After-Hours Call Routing Routing Calls Call Routing and Collecting Caller ID Information The switch delays each inbound loop-start call by 1.5 rings to collect caller ID information before ringing the user’s telephone. This allows caller ID information to reach the user’s client at the time the call rings the extension, rather than after it rings the extension. Features available on trunks vary by trunk type. See Trunk Planning and Ordering on page 85, for more information.
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4 Routing Calls Direct All Calls to a Live Operator  If the organization is a large one, consider using the ShoreTel IP Phone -BB24 button box. The button box provides additional shortcut functions for ShoreTel IP Phone multiline phones. The button box behaves like an additional set of 24 custom buttons that can be used by the operator to quickly and easily route calls to executives and to other employees who receive a high volume of phone calls.
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Direct All Calls to a Live Operator Routing Calls Example To route calls to a prioritized list of backup operators, create hunt groups with users who can serve as backup operators. In this scenario, a primary operator who handles calls to a main company number requires one or more secondary operators to receive the calls when the primary operator becomes too busy. Complete the following steps to create a hunt group to back up the primary operator: 1. Create a hunt group with backup operators. 2.
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4 Routing Calls Direct All Calls to a Live Operator Figure 6: Operator Call Routing  Calls are transferred to the support workgroup with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach the workgroup assistant, or “9” to return to the auto attendant.  Calls are transferred to the employees with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach his or her personal assistant, or “9” to return to the auto attendant.
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Direct All Calls to Extensions Routing Calls Direct All Calls to Extensions ShoreTel recommends using Direct Inward Dial (DID) trunks so that callers can dial extensions directly without having to go through the operator. This provides the most efficient, professional call handling experience to your customers. In the event that an individual is not available, preconfigured call handling modes route callers.
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4 Routing Calls Blended Call Routing Figure 7: Direct Inward Dial Call Routing  Calls are routed directly to the support workgroup with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach the workgroup assistant or “9” to return to the auto attendant.  Calls are routed directly to the employees with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach his or her personal assistant, or “9” to return to the auto attendant.
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Trunk Considerations Routing Calls Trunk Considerations An auto attendant menu can be reached through analog loop-start, digital loop-start, SIP, and T1/E1 PRI trunks by pointing the trunk group at the desired menu. You can also reach a specific menu using DID or DNIS entries received over analog wink-start, digital wink-start, or T1/E1 PRI trunks. The operator can be reached through analog loop-start, digital loop-start, and T1/E1 PRI trunks by pointing the trunk group directly at the operator.
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4 Routing Calls Trunk Considerations Figure 8: Blended Call Routing  Calls are routed directly to the support workgroup using DID and DNIS entries and routed through the auto attendant with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach the workgroup assistant, or “9” to return to the auto attendant.
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Analyze Outbound Call Routing Routing Calls Analyze Outbound Call Routing In general, you should have trunks at every site that support both outbound and inbound calling. The following are general facts about outbound trunking:  ISDN PRI provides the most feature-rich inbound and outbound calling experience. This includes the support for Caller ID, DID, and DNIS. Caller ID Number is supported for both inbound and outbound calls.
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4 Routing Calls 84 Planning and Installation Guide Analyze Outbound Call Routing ShoreTel 14.
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CHAPTER 5. Trunk Planning and Ordering This chapter provides information about trunk planning and ordering in the following sections: Recommendations .................................................................................................... 87 Reviewing and Selecting Trunk Types ...................................................................... 87 Analog Loop-Start Trunks (North America)......................................................... 88 Analog Loop-Start Trunks (EMEA) ............
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5 Trunk Planning and Ordering T1 Service .......................................................................................................... 99 T1 PRI Service ................................................................................................. 100 Ordering Service............................................................................................... 101 E1 PRI Service .................................................................................................
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Recommendations Trunk Planning and Ordering Recommendations The following recommendations assist you in determining your trunk requirements and ordering your trunks from your service provider:  Make sure you order telephone service early. T1 and PRI service can take up to one or two months to install.  If you are reusing Centrex lines, be sure to change your old service and remove call waiting, call forwarding, and voice mail.
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5 Trunk Planning and Ordering Analog Loop-Start Trunks (North America) Table 19: Supported Trunk Types(Continued) Voice Switch Analog Analog LoopLoop-Start Start (North.Amer.
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Analog Loop-Start Trunks (EMEA) Trunk Planning and Ordering Analog Loop-Start Trunks (EMEA) Analog Loop-Start trunks are supported in Europe, the Middle East, and Africa. These trunks use the TBR 21 standard. Analog loop-start Trunks (EMEA) are typically used for inbound calls to a main telephone number that are directed to an auto-attendant menu, company operator, or workgroup.
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5 Trunk Planning and Ordering Analog Wink-Start Trunks (Analog DID) Digital provisioning is provided by the loop-start protocol and Dual-Tone Multi-Frequency (DTMF) signaling. ShoreTel Voice Switches support the following:  ESF or D4 framing formats  B8ZS or AMI line coding. Analog Wink-Start Trunks (Analog DID) Analog wink-start trunks allow external callers to dial a user’s phone number directly, without having to use an auto-attendant or operator.
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BRI Trunks Trunk Planning and Ordering ShoreTel Voice Switches support the following:  ESF or D4 framing formats  B8ZS or AMI line coding If ANI is being used, the star (*) key must be used to delimit the ANI digits from the DID/DNIS digits — that is:    *** BRI Trunks BRI trunks are flexible trunks that support both inbound and outbound calls.
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5 Trunk Planning and Ordering E1 PRI Trunks PRI trunks support the following:  Inbound calls  Outbound calls  DID  DNIS  Caller ID number  Caller ID name is supported for NI-2 configured trunks  QSIG – Calling name is supported if the standard is similar to NI2  Inbound calling name is fully supported, but outbound calling name is only supported for OffSystem Extension calls Digital provisioning is provided by the PRI protocol and D-channel signaling.
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SIP Trunks Trunk Planning and Ordering The ShoreTel Voice Switches support PRI signaling using Euro-ISDN as well as other international protocols. See International Planning and Installation on page 369. SIP Trunks SIP trunks are flexible trunks that support both inbound and outbound calls. SIP trunks are logical trunk end points that only handle SIP call control. Media flows directly between the call initiator and the call terminator.
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5 Trunk Planning and Ordering Caller ID Number Table 20: Trunk Features(Continued) Analog LoopStart N.Am.
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Caller ID Name Trunk Planning and Ordering Two different Caller ID Number formats are used to deliver caller information via loop-start trunks: Single Data Message Format (SDMF) and Multiple Data Message Format (MDMF). SDMF provides the calling number, while MDMF provides any combination of calling name and number. The ShoreTel voice switches support both SMDF and MDMF dynamically, without the need for configuration. When PRI is used, the caller ID number is delivered as a D-Channel message.
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5 Trunk Planning and Ordering Dialed Number Identification Service (DNIS) DID numbers are ordered in blocks of 20 or more 10-digit telephone numbers. These numbers are assigned to a customer and are routed to a wink-start, PRI or SIP trunk connected to a voice switch. When a call is made, the service provider sends a predefined set of digits, from 3 to 10 digits, via the wink-start, PRI, or SIP trunk. The voice switches capture the digits and route the calling party to the called party.
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Tandem Trunking Trunk Planning and Ordering  To block all outbound caller ID numbers from being sent, you can configure the PRI trunk group to always block the caller ID number.  On wink-start and loop-start trunks, the outbound caller ID is defined by the service provider.  On T1 PRI and loop-start trunks, users can override the Caller ID Blocking configuration on a callby-call basis by using commands at the telephone, such as *67, *82.
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5 Trunk Planning and Ordering Ordering Telephone Service Ordering Telephone Service Once you have determined the types of trunks you need, you will have to either place a new order or make a change order. You can use the associated Telephone Service Order Forms that are available on the ShoreTel USB flash drive or on the ShoreTel support web site.
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T1 Service Trunk Planning and Ordering Figure 9: Telephone Service Order Form—Analog Trunks T1 Service Use the T1 Telephone Service Order form, shown in Figure 10, to order T1 trunks. Note the following about T1 service:  Caller ID Name and Number are supported on loop-start trunks  ANI is supported on wink-start trunks  ANI on wink-start trunks must be delivered as ***A channel service unit (CSU) is built into the voice switch ShoreTel 14.
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5 Trunk Planning and Ordering T1 PRI Service Figure 10: Telephone Service Order Form—T1 Trunks T1 PRI Service Use the T1 PRI Telephone Service Order form, shown in Figure 11, to order T1 PRI trunks. Note the following about T1 PRI service: 100  Caller ID Number is supported on T1 PRI trunks. Caller ID Name is supported in NI-2 configured trunks.  A channel service unit (CSU) is built into the voice switch. Planning and Installation Guide ShoreTel 14.
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Ordering Service Trunk Planning and Ordering Figure 11: Telephone Server Order Form—PRI Trunks Ordering Service When you order service, be sure to do the following:  State that a new ShoreTel system is being installed.  State the date and time the new telephone service must be cut over.  Review all the items on the telephone service order form with the service representative.  Review any existing and new telephone numbers and have the telephone company representative confirm the order.
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5 Trunk Planning and Ordering E1 PRI Service 102 ShoreTel 14.
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CHAPTER 6. Dialing Plan This chapter provides an overview of the dialing, call routing, and digit-manipulation capabilities of the ShoreTel system in the following sections: Overview ................................................................................................................. 104 Dialing ..................................................................................................................... 104 Define Digit Collection ......................................................
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6 Dialing Plan Overview Overview This chapter provides an overview of the dialing, call routing, and digit-manipulation capabilities of the ShoreTel system. The information in this chapter is useful for administrators of larger, multisite installations. Dialing When a phone number is dialed in a ShoreTel system, the system performs two distinct operations on a telephone number:  Digit collection — Voice switches collect the digits in a telephone number.
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Configuring Internal Numbers Dialing Plan Figure 12: Dialing Plan Edit Page Planning Your Dialing Configuration When setting up a dialing plan for internal numbers, you need to consider the following:  Choose an extension length. ShoreTel supports 3-, 4-, and 5-digit dialing for internal numbers. 4digit dialing works for most enterprises. Use an extension number scheme that conforms to your company’s size and the convenience of your users.  Map extension ranges.
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6 Dialing Plan Configuring Internal Numbers Digit Collection Rules When routing calls, the ShoreTel system follows the digit collection rules specified on the Dialing Plan edit page in ShoreTel Director. For the first digit collected, specific rules are in effect. Table 21: Digit Collection Rules Digit Rule 0 By default, 0 is configured in the dialing plan as the Operator digit. However, 0 can be configured as a trunk access code, and some other digit can be configured as Operator.
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Configuring External Numbers Dialing Plan Changing Extension Length Note Once you increase an extension length, you cannot decrease an extension length. For example, once it is increased to 4, the minimum is 4. The ShoreTel system supports 3-, 4-, and 5-digit extensions. Complete the following steps to change the extension length: 1. Click Increase Extension Length. 2. Specify 4 or 5 digits for the increased length.
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6 Dialing Plan Configuring External Numbers Figure 13: Site Edit Page The Local Area Code and Additional Local Area Codes set on the Site edit page have nothing to do with the Local Area Code, Additional Local Area Codes, and Nearby Area Codes on the Trunk Group edit page. Area codes on the Site edit page relate only to digit collection, whereas those on the Trunk Group edit page relate only to Network Call Routing and Digit Manipulation. Complete the following steps to define 7-digit dialing: 1.
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Configuring External Numbers Dialing Plan The Additional Local Area Codes dialog box, shown in Figure 14, appears. Figure 14: Additional Local Area Codes Dialog Box Configuring Mixed Dialing in the Same Area In locations where users are forced to dial 7 digits for some prefixes and 1+10 digits for other prefixes in the same area, the ShoreTel system supports permissive dialing — that is, you can dial these numbers either as 7 digits or as 1+10 digits.
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6 Dialing Plan Define Digit Manipulation 911 calls are routed out of the local site’s associated trunks. If there are no 911 trunks available at the local site, the call is routed via the designated proxy site. Explicit Carrier Selection (101xxxx) Dialing The ShoreTel system supports explicit carrier selection. If the user dials an access code followed by “101,” the next four digits collected are for explicit carrier selection (101xxxx). The carrier information is retained and passed to the trunk.
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Define Digit Manipulation Dialing Plan Figure 15: Digit Manipulation on the Trunk Group Edit Page 2. Select the options and specify numbers as needed, using Table 22 as a guide. Table 22: Digital Manipulation Options Option Description Example Remove leading 1 from 1+10D This option is required by some long-distance service providers that only accept numbers dialed as 10 digits. AT&T typically only supports 10-digit dialing.
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6 Dialing Plan On-Net Dialing Table 22: Digital Manipulation Options(Continued) Option Description Example Vertical Service Codes If a Vertical Service Code was dialed, digit manipulation rules do not apply. Not applicable. Vertical Service Codes work with ISDN PRI and SIP trunks and some loop-start trunks. With PRI and SIP trunks, Vertical Service Codes for Caller ID Blocking control will be converted to D-Channel messages.
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On-Net Dialing  Dialing Plan User extension - typically 4 digits in length; acts as the number you would dial to reach other users in your organization By dividing phone numbers into two parts, the OND feature provides customers with a more seamless method of migrating from their legacy phone systems to the newer ShoreTel system. OND allows customers to preserve their existing dialing plans when integrating ShoreTel equipment with their legacy equipment.
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6 Dialing Plan On-Net Dialing be replicated across an entire department store, nationwide, so that a user who knows the extension for the automotive department in one city could travel to another city and would know how to reach the automotive department if he knew the site code.
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On-Net Dialing Dialing Plan Figure 17: Configuring dialing plan 4. Click the drop-down menu to the right of the desired digit and select the number of digits you would like the extension prefix, such as a site code, to contain. Extension prefixes can range from 1 to 7 digits in length. The leading digit determines the length of the prefix. Extension prefixes with different leading digits do not have to contain the same number of digits. 5.
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6 Dialing Plan On-Net Dialing Figure 18: Make sure to back up your system before clicking Save The Extension Prefix Warning message lists each site in your system. Next to the list of sites you will find a blank field that requires you to enter the desired extension prefix. Note This prefix will be applied to every dialable number at that particular site, so if the site is an existing one, they will see their phone numbers converted to the new prefix.
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On-Net Dialing Dialing Plan 5. Click the Go link to display a window similar to the one shown below. Figure 19: Add a new site 6. Enter the name of the site, along with all other relevant information, in the appropriate fields. Refer to Chapter 3, ShoreTel Sites on page 79 in the ShoreTel System Administration Guide for additional information on configuring this window.
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6 Dialing Plan Quick Reference of Star Codes Adding Users to the System When the On-Net Dialing feature has been enabled and the extension prefix for a site has been updated, the first new user added to the system may not receive the site's new prefix. This issue is caused by cookies in the system populating the new user's extension with outdated information. However, after this first user has been added, subsequent users will have their extensions automatically populated with the correct site prefix.
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Extension Assignment Star Codes Dialing Plan Table 23: Common Star Codes(Continued) Function Star Code Unassign Extension Assignment VoiceMail + password + # + 732 Assign Extension to External Number VoiceMail + password + # + 733 Extension Assignment Star Codes Table 24: Extension Assignment Star Codes ShoreTel 14.
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6 Dialing Plan Trunk Star Codes Trunk Star Codes Table 25: Trunk Star Codes Function Star Code Blocking and Caller ID *67 + ext. When a user places an external call, they can block their Caller ID using the “*67” command. The user dials the trunk access code, followed by *67, followed by the external number. When dialing in this manner, the call will be considered “non-routable” and will only access trunks at the local site. The number is dialed “as is” (i.e. as if a user dialed it).
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CHAPTER 7. Network Call Routing This chapter provides an overview of call routing and digit-manipulation capabilities of the ShoreTel system. The information in this chapter is particularly useful for administrators of larger, multisite installations. The topics discussed include the following: Overview ................................................................................................................. 122 Define Network Call Routing ..........................................................
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7 Network Call Routing Overview Overview When a phone number is dialed in a ShoreTel system, the system performs three distinct operations on telephone numbers: Digit collection — Voice switches collect the digits in a telephone number. Network call routing — After collecting the digits, the switch checks the number against a user’s call permissions, adds trunks to the route list, and makes a final route decision for the call.
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Call Permissions Network Call Routing 2. Specify a Scope. Scope allows you to set a general permission level and is presented from the most restrictive to the most permissive. The Restrictions and Permissions listed are applied in addition to the general scope setting for the Class of Service.  Internal Only allows calls only to internal extensions and to the configured emergency number.  Local Only allows calls only to local or additional local area codes, as defined on the site edit page.
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7 Network Call Routing Account Codes Account Codes If Account Code Collection Service is enabled, when a user dials a number that is outside the scope of his or her call permissions, the call is automatically routed to the Account Code Collection Service extension on the headquarters (HQ) server or Distributed Voice Server (DVS). The Account Code Collection Service captures call details that can be reviewed in the call detail reports.
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Trunk Availability Network Call Routing Wildcard characters, which are represented with a question mark, can be used in place of DTMF digits in the account code. When wildcards are used, a length check is performed instead of a more thorough validation of the code. Although this reduces the stringency of the validation process, it allows the system to support far more than 50,000 account codes — the previous account code limitation.
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7 Network Call Routing Specifying Parameters for the Routing Decision Defining Trunk Services 1. Open the Trunk Services dialog box on the Trunk Group edit page. 2. Select the services that will be available for the selected trunk. 3. Refer to the ShoreTel System Administration Guide for more information about the Trunk Group edit page. Defining Admission Control 1. Open the Site edit page. 2. Enter the proper amount in Admission Control Bandwidth. 3.
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Specifying Parameters for the Routing Decision Network Call Routing 11. Any remaining trunk available at the proxy site? Specifying Parameters for the Routing Decision 1. Open the Network Call Routing page on the Trunk Group edit page, shown in Figure 23. Figure 23: Network Call Routing on the Trunk Group Edit Page 2. Enter values into the Local Area Code, Additional Local Area Codes, and Nearby Area Codes fields. 3.
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7 Network Call Routing 128 Planning and Installation Guide Specifying Parameters for the Routing Decision ShoreTel 14.
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CHAPTER 8. Planning Applications and Services This chapter reviews the key ShoreTel applications and services to use to plan your system configuration and determine the equipment you need for completing deployment. The topics discussed include the following: Account Code Collection Service............................................................................ 131 Account Codes ................................................................................................. 131 Call Permissions .....
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8 Planning Applications and Services Call Handling Delegation......................................................................................... 147 ShoreTel Communicator for Windows..................................................................... 147 ShoreTel Communicator for Mac............................................................................. 148 ShoreTel Communicator for Web ............................................................................
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Account Code Collection Service Planning Applications and Services Account Code Collection Service ShoreTel supports account codes for external calls when you enable the Account Code Collection Service. When a user dials a number that is not included in the scope of his or her call permissions, the call is routed to the Account Code Collection Service extension, where the user is prompted to enter a valid account code.
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8 Planning Applications and Services Call Permissions Call Permissions The call permissions define what dialed numbers are directed to the Account Codes Service for user groups configured with account codes. For calls that are redirected to the account codes extension, the call is completed with the trunk access and call permissions of the Account Codes Service.
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Escalation Notifications Planning Applications and Services When there are multiple voice mail servers, the system-wide voice mail extension automatically maps to the extension of the local server. Voice mail media streams are therefore recorded in the CDR reports by the voice mail extension that actually handles the call. The ShoreTel system provides each user with five call handling modes, and workgroups with four call handling modes, allowing employees and workgroups to customize how calls are routed.
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8 Planning Applications and Services Auto-Deletion of Voice Mail Messages Auto-Deletion of Voice Mail Messages The ShoreTel system also supports the ability to automatically delete user voicemail messages that are older than a specified time limit. The system administrator can set a maximum time limit for the storage of voice mail messages, and if this time limit is exceeded, messages are automatically deleted. The tool can be used to encourage users to better manage their voice mailboxes.
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SMDI Protocol Support Planning Applications and Services SMDI Protocol Support The ShoreTel system supports the SMDI protocol. Two modes of operation are supported:  In the first mode of operation, the ShoreTel system acts as a PBX for a legacy voice mail system. The ShoreTel system provides call information for forwarded or direct calls to the legacy voice mail system, and receives incoming message waiting indication from the legacy voice mail system.
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8 Planning Applications and Services Call Sender The Caller ID that appears on Find Me calls is the voice mail Caller ID and not the ID of the original caller. However, if the source of the original call is external to the system, then the Caller ID will be displayed. Personal Assistant (pressing “0”) also works when Find Me forwarding is enabled. The voice mail system dials the configured Find Me numbers in sequence.
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Time Stamps Planning Applications and Services Time Stamps The time stamp of the message is relative to the time on the server where the message is taken, as shown in the following examples:  When the user views messages in the Voice Mail Viewer or Outlook Form, the user interface will adjust the time stamp based upon the time of the user’s computer.  When the user dials into voice mail to retrieve their messages, the time stamp will be based on the time of the server.
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8 Planning Applications and Services Fax Options Figure 24: Planning Fax Service Determining how you configure your fax service with ShoreTel Director depends on which method of fax call handling you have chosen. Refer to the steps in the following sections for information about using each method. Using the Main Number for Voice and Fax calls, and the Main Number Goes to an Auto-Attendant 1. Configure the fax extension through the User edit page of ShoreTel Director.
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Using a Fax Server Planning Applications and Services If Users Have Their own Faxes or Fax Service 1. Configure the fax extensions through the User edit page of ShoreTel Director. 2. Assign a range of direct fax numbers. 3. From the Trunk Group edit page, which is on the DNIS map page, set the destination for each fax number to the appropriate fax extension. If you Plan for Each User to Have a Single Number for Both Voice and Fax 1.
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8 Planning Applications and Services Using a Fax Server Fax Server Requirements  Sufficient ports on ShoreTel voice switches  Sufficient ShoreTel User Licenses  Sufficient DID trunks to support both fax and voice DID for all users Network Requirements The network requirements for faxing over IP are more stringent than for voice over IP. For voice communications, a 1% packet loss has negligible impact on voice quality.
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Using a Fax Server Planning Applications and Services 3. Call is redirected to fax redirect extension 1. Fax Call 4. Fax server answers PSTN 2. User or voice mail answers Fax call 5.
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8 Planning Applications and Services Using a Fax Server Figure 26: Creating a user account for the fax server 6. Enter information for each of the fields as shown below for each field:  License Type — Extension-Only  User Group — You must create a User Group appropriately configured for a fax server. The User Group should have the Class of Service for Call Permissions set to No Restrictions to transfer inbound and outbound faxes.
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Using a Fax Server Planning Applications and Services 10. In Director, select the user account representing the fax server connection. 11. Click the Personal Options tab. 12. Click the Standard link under Edit Call Handling Modes. 13. Under Call Forward Condition, select the No Answer/Busy radio button as shown in Figure 27. Figure 27: Configuring Call handling mode for Busy/No Answer failover 14.
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8 Planning Applications and Services Using a Fax Server Figure 28: Configuring Fax Redirect extension for primary fax server port 3. Under FAX Redirect Extension, which is near the bottom of the Site window, enter the extension associated with the first port in the chain of fax server ports.This is the first place incoming faxes will be sent. Click Save to store your changes. Next, you must configure settings for each user that will be using the new Fax Server Integration feature. 4.
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Private Numbers Planning Applications and Services Figure 29: Enabling Fax Redirect For a User 7. Select Redirect Inbound Fax Calls to Site Fax Extension for the Fax Support radio button. 8. Click the Save button to store your changes. Private Numbers Users can have private numbers that are not listed in the System Directory or in ShoreTel Communicator Quick Dialer and for which Caller ID information suppressed. Private Numbers are enabled through a check box on the User edit page in ShoreTel Director.
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8 Planning Applications and Services Conditions for Private Numbers Conditions for Private Numbers  Private Numbers do not appear in the QuickDialer for dial-by-name operations or in the ShoreTel Directory Viewer.  Calls placed from a Private Number to an internal party show the caller's name but not his or her number to the dialed party.
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Call Handling Delegation  Planning Applications and Services Providing a way for users to log in to voice mail. ShoreTel recommends using the “#” button Although the automated attendant is a useful tool, you should take care to design a menu structure that does not frustrate your callers. Here are some helpful hints to keep in mind:  Create no more than two or three levels of menus.  Provide a “zero-out” option on every menu, so the call can go to a live person.
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8 Planning Applications and Services ShoreTel Communicator for Mac For a list of all the capabilities and other details about ShoreTel Communicator, refer to the ShoreTel Communicator for Windows Guide or other platform-specific Communicator guide. Refer to the ShoreTel System Administration Guide for configuration details.
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Bridged Call Appearances Planning Applications and Services Bridged Call Appearances The Bridged Call Appearances (BCA) feature provides “bridged” information between many separate IP phones, offering the benefit of faster call handling between users. The feature is intended for key system environments, such as a small office with a moderate number of trunks, ShoreTel IP Phones, and users.
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8 Planning Applications and Services Hunt Group Busy State Hunt groups have scheduled call handling modes similar to route points. For more information about route points, refer to the Setting Call Control Options chapter in the ShoreTel System Administration Guide. There are call handling modes for on-hours and off-hours/holiday (combined). For on-hours, destinations can be set for Always, Busy, and No Answer. For the other call handling modes, only a call forward always destination is provided.
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Hunt Group Applications Planning Applications and Services Backup Routing for Workgroup To use a hunt group as a backup when the workgroup server cannot be reached, create a hunt group with workgroup members who will serve as backup members. To use the hunt group when the workgroup server is not reachable because of a network outage, admission control, or a server outage, set the workgroup’s backup number to the hunt group.
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8 Planning Applications and Services Pickup Groups number only if the hunt group is busy or no one answers. For off-hours, set the hunt group to call forward always to voice mail or another number. The auto-attendant automatically changes the hunt group's current call handling mode based upon the configured schedule. Common Line Monitoring A hunt group can be used for line monitoring.
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Workgroups Planning Applications and Services Details  Pickup groups can be associated with a programmable toolbar button, or with a programmable button on an IP phone, and can work with Extension Assignment.  The user whose phone will be picked up must have class of service “Call Pickup Allowed” to use this feature. However, other users need not be members of the pickup group to pickup a call.  This feature is not supported on the ShoreTel T1 and ShoreTel E1 voice switches.
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8 Planning Applications and Services Agent Multiplicity The ShoreTel system provides a ShoreTel Communicator - Workgroup Agent Access and ShoreTel Communicator - Workgroup Supervisor Access with the proper software licenses. In addition, you can run workgroup reports on the server to help you understand and assess workgroup activity and performance. ShoreTel analog phones do not display Caller ID for calls forwarded from a workgroup. Agent Multiplicity Users can be members of multiple workgroups.
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Call Monitor and Barge In Planning Applications and Services WARNING! ShoreTel, Inc. does not warrant or represent that your use of silent monitoring or barge in features of the Software will be in compliance with local, state, federal, or international laws that you may be subject to. ShoreTel, Inc. is not responsible for ensuring your compliance with all applicable laws. Before configuring the call monitoring features, you may wish to consult with legal counsel regarding your intended use.
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8 Planning Applications and Services Call Monitor and Barge In Table 27: Barge In and Silent Monitor Telephony COS Configuration Parameters(Continued) Parameter Definition 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 Accept None — If selected, users within this COS may not receive barge-in’s from anyone.
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Enterprise Telephony Features Planning Applications and Services Enterprise Telephony Features Music on Hold ShoreTel provides two options for implementing music on hold (MOH).  Jack-Based Music on Hold: Audio is provided through the audio input port on the ShoreTel Voice Switches that support MOH. A site needs only one MOHsource. Appendix F describes the switches that support MOH.  File-Based Music on Hold: Audio is provided through a digital file.
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8 Planning Applications and Services Music on Hold File-Based Music on Hold Music on hold audio files can be added to the system using ShoreTel Director. The file can be recorded music or custom music, with prerecorded announcements or other information for callers. When filebased MOH is enabled, files can be played to all endpoints, except SIP-tie trunks. To enable file-based MOH, MOH source(s) must be configured to play the uploaded music files.
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Overhead Paging Planning Applications and Services Table 28: Jack-Based MOH vs. File-Based MOH MOH Feature Jack-Based MOH File-Based MOH Can control music to be played? Yes, per site. Yes, by DNIS, User Group or System Default. Can stream music crosssite? No. Yes. Can stream music to internal phones? No, external only. Yes. Can stream music to SIP extensions? No, external only. Yes. Music streaming source? MOH Jack on switches. File saved on server or voicemail model switches.
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8 Planning Applications and Services Night Bell Additionally, if more than one server is installed in the ShoreTel system, an administrator can choose to record and deliver the group page to another site using that site’s DVS. This will decrease WAN bandwidth consumption if there is a need to deliver a page to users at a remote site. Pages to on-hook IP phones will automatically be announced on the IP phone speaker.
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Call Recording  Planning Applications and Services Accept Directed Intercom/Paging — If enabled, users with this COS may accept intercom calls. If disabled, then intercom calls are received as normal calls. Call Recording The ShoreTel system provides the capability for users to record calls. To be available, call recording must be configured in ShoreTel Director by a system administrator. Refer to the ShoreTel System Administration Guide for details on configuring this feature.
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8 Planning Applications and Services ShoreTel Enterprise Contact Center Solution Class of Service must be configured in ShoreWare Director. If you do not have an IP phone, the feature can also be used from the soft button “join” on an analog phone, in conjunction with ShoreTel Communicator. The conference ports must also be reserved on the ShoreTel Voice Switch. The Make Me conference feature does not require ShoreTel Conferencing Services or a ShoreTel Converged Conference Bridge.
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CHAPTER 9. Telephone Planning and Ordering This chapter provides information about the types of telephones supported by the ShoreTel system and what to consider when planning phones for your system. The topics discussed include: Recommendations .................................................................................................. 164 Considerations for Selecting Phones ...................................................................... 164 Operators and Call Center Agents..................
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9 Telephone Planning and Ordering Recommendations Recommendations The following recommendations can assist you with planning, ordering, and installing your telephones:  Select your telephones based on user requirements, your wiring infrastructure, and system objectives.  Order your telephones early. If you need a large quantity of them, you should order them several weeks in advance.  Have your cabling contractor place and test all your telephones.
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Executives and Professionals Telephone Planning and Ordering Executives and Professionals Most executives and professionals need advanced phones with full feature sets to handle multiple calls themselves or enable assistants to monitor their extension. For this reason, people in this role generally need multi-line phones with several programmable buttons to support features such as shared call appearance and speed dial.
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9 Telephone Planning and Ordering ShoreTel IP Phones ShoreTel IP Phones Table 29 on page 166 provides information about ShoreTel IP phones. For complete details about each model, see http://www.shoretel.com/products/ip_phones and http://media.shoretel.com/documents/IP+Phones+specs.pdf. The ShoreTel IP Phone BB24 (“button box”) is a unit that plugs into supported phone models to add 24 extension buttons.
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Planning Considerations for ShoreTel IP Phones Telephone Planning and Ordering Table 29: ShoreTel IP Phone Models Phone Model User or Purpose Features IP 230g Professionals, advanced professionals, contact center agents, remote workers 3 lines, integrated VPN client, Gigabit Ethernet IP 230 Professionals 3 lines IP 212k Small business 12 lines IP 115 Contact center agents, lobbies, break rooms, classrooms Single-line, speakerphone IP 110 Contact center agents, lobbies, break rooms, classro
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9 Telephone Planning and Ordering Analog Phone Requirements  The IP560g phone is a Class 3 device with a maximum consumption of 8.2 watts. Use 8.2 watts for capacity planning with Gigabit Ethernet POE switches on multiple deployments.  The IP565g phone is a Class 3 device with a maximum consumption of 8.2 watts. Use 8.2 watts for capacity planning with Gigabit Ethernet POE switches on multiple deployments.  The IP655 phone is a Class 3 device with a maximum consumption of 9.1 watts. Use 9.
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Caller ID Standard Support for Analog Phones Telephone Planning and Ordering  DTMF signaling, even during power failure: The ShoreTel system uses DTMF tones for signaling with telephones and trunks. It is mandatory that the telephone support DTMF signaling even when power is interrupted, to allow users to make calls in emergency situations.
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9 Telephone Planning and Ordering Caller ID Standard Support for Analog Phones Table 30: Caller ID Standard Support for Analog Phones by Country (Continued) 170 Caller ID Standard Country BELLCORE Singapore BELLCORE Mexico BELLCORE China BELLCORE United Arab Emirates BELLCORE South Korea BELLCORE Philippines BELLCORE South Africa BELLCORE Costa Rica BELLCORE Israel BELLCORE Indonesia BELLCORE Fiji BELLCORE Mongolia ETSI France ETSI **Luxembourg ETSI Monaco ETSI **Saudi
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Fax Machines and Modems Telephone Planning and Ordering Table 30: Caller ID Standard Support for Analog Phones by Country (Continued) Caller ID Standard Country None Malaysia None Brazil None Netherlands None New Zealand None Portugal None Belgium None Denmark None Sweden None India None Japan None Finland (unsupported DTMF variation) None Greece None Bulgaria **Indicates uncertainty as to whether country supports configured standard.
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9 Telephone Planning and Ordering Modems The ShoreTel system supports distinctive ringing for inbound calls: calls from external parties have the classic single ring, whereas calls from internal parties have a distinctive double ring. Some fax machines detect the ringing pattern before answering and might not answer internal calls because of the distinctive ring pattern.
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CHAPTER 10. Server Requirements This chapter provides specific hardware and software requirements for ShoreTel Headquarters servers and ShoreTel Distributed Voice servers. The topics in include: General Recommendations .................................................................................... 175 Requirements for ShoreTel Enterprise Systems ..................................................... 175 Capacity and Hardware Requirements for Headquarters Servers ...................
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10 Server Requirements Double-Take Availability Software for Failover ........................................................ 186 Double-Take Availability Software on Windows Server 2012.................................. 186 Hard Disk Requirements ......................................................................................... 187 Voicemail Utilization.......................................................................................... 188 Call Detail Records ...............................
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General Recommendations Server Requirements General Recommendations The following recommendations can help the customer to select the servers to buy:  Buy a server from a reputable manufacturer to host ShoreTel’s software. We advise against using servers from clone manufacturers for business-critical applications.  Be sure each server that runs ShoreTel server software has enough processing capacity to support the planned telephony workload.
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10 Server Requirements Capacity and Hardware Requirements for Headquarters Servers Capacity and Hardware Requirements for Headquarters Servers Table 31 shows information about system capacity for each tier of the Headquarters servers. The table shows the number of users, calls, and reports that the server can support for each tier. Table 32 shows our recommendations for each tier of Headquarters server. Use these tables to determine the needs for Headquarters servers in the ShoreTel deployment.
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Capacity and Hardware Requirements for Distributed Voice Servers Server Requirements Note Report generation has an impact on system performance. ShoreTel recommends that customers run reports outside of business hours. If a customer needs reports during business hours, the supported calls per server for the medium and large server tiers is reduced as noted in the table. Table 32 displays the minimum hardware requirement for ShoreTel Headquarters servers.
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10 Server Requirements Operating System Requirements for All Servers Note For very large system deployments (10K to 20K), the number of ShoreTel Communicator for Windows users is 500. The number of ShoreTel Communicator for Web and mobile users in 1000. Table 34: DVS Hardware Minimums Size Processor RAM Networks Branch Office Bundle Intel Pentium G680, DualCore 2.7 Ghz. 2 GB 100 Base-T Small Intel® Core 2 Duo E8400, Single DualCore 3.
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Requirements for the ShoreTel SBE and SBE 100 Systems Server Requirements Table 35 lists the major differences between the features supported on the SBE, SBE 100, and the EE systems.
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10 Server Requirements SBE Requirements SBE Requirements ShoreTel can ship the Small Business Edition (SBE) with or without a server. If ShoreTel ships an SBE with a server, the server has the embedded Microsoft Windows Server OS for Telecommunications Systems. ShoreTel configures, tests, and prepares the server for the installation of the ShoreTel Director SBE software.
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SBE 100 Requirements Server Requirements Note ShoreTel’s SBE server is usually appropriate for up to 50 users. However, some customers might have plans to grow fast (for example, to more than 50 users) by buying an SBE upgrade to an Enterprise license. Also, some customers might plan for more expensive uses of the ShoreTel SBE, such as paging to multiple phones, using more than 10 workgroups simultaneously, or running Web Reports.
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10 Server Requirements  Processor: Intel Celeron E3400, DualCore 2.6 Ghz, 800FSB  Memory: 4.0GB, DDR3  Hard Drive: 500GB, SATA  Rack-Mountable (1U) Form-factor  Windows 2008 R2 Embedded OS SBE 100 Requirements ShoreTel SBE 100 Option without the ShoreTel Server For customers who buy their own server, the server must meet or exceed the specifications of the server shipped by ShoreTel specified above.
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SBE and SBE 100 Operating System Requirements Server Requirements  Busy hour call completion has a limit of 1000.  The SBE supports Web Reports because these reports run on the Headquarters server. SBE and SBE 100 Operating System Requirements For SBE and SBE 100, ShoreTel supports the operating systems listed below.
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10 Server Requirements Hardware Requirements for VMware Installation Hardware Requirements for VMware Installation Table 37 provides information about server requirements for installing ShoreTel Headquarters and DVS on servers with VMware. Table 37: VMware Hardware Recommendations Hard Disk Size for DVS VMWare Server Size Cores per VM Processor RAM Hard Disk for HQ VMWare Server SBE 2 Quad-core Intel Xeon X550, 2.66 GHz 4 GB 60 GB 40GB Small 2 Intel® Core 2 Duo E8400, Single DualCore 3.
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Deploying ShoreTel servers under VMware Server Requirements Deploying ShoreTel servers under VMware For details on how to deploy ShoreTel servers under VMware, see the example given in ShoreTel Application Note AN 10391, “Deploying ShoreTel Servers under VMware 5.0,” on the ShoreTel Partners web site: http://support.shoretel.com/.
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10 Server Requirements Hardware Requirements for Hyper-V Installation Hardware Requirements for Hyper-V Installation Intel and AMD CPUs that meet the Hyper-V 3.0 CPU requirements include the following types:  Intel Virtualization Technology (Intel VT) or AMD Virtualization (AMD-V) technology.  Hardware-enforced Data Execution Prevention (DEP) must be available and enabled. Specifically, enable Intel XD bit (execute disable bit) or AMD NX bit (no execute bit).
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Hard Disk Requirements Server Requirements Note Double-Take Availability software version 5.3 is not supported on Windows server 2012. If upgrading the system to the current version of ShoreTel, you can directly upgrade Double-Take Availability version 5.3 to Double-Take Availability version 6.0. Upgrading Double-Take Availability to version 6.0 from version 5.3 Perform the following steps to upgrade Double-Take Availability to version 6.0 from version 5.3: 1.
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10 Server Requirements Voicemail Utilization Voicemail Utilization The space used for user voicemail messages on the server hard drive depends on the number of users, the number of messages per user, and the duration of each message. You need approximately 30 MB of hard disk space per hour for voice mail storage. Table 40 provides some conservative guidelines to estimate the amount of hard disk space used for voice mail, assuming each user has 15 one-minute voice messages.
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Preparing the Server for ShoreTel Operation Server Requirements The size of the log files on the server is determined by parameters set in ShoreTel Director. Log files can remain 1–30 days (the default is 7 days), with a size in the range 0.5–5.0 GB (the default is 4 GB). Table 42 shows the hard disk space that log files need. Table 42: Log File Hard Disk Space File Size Storage (GB) Minimum 0.5 GB Default 4.0 GB Maximum 30.
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10 Server Requirements Microsoft Windows Server 2008 Configuration Application Server Role This section describes how to configure the server roles required to run the ShoreTel server. In this procedure, you will add application server and the web server roles, then add services for each role. 1. On the Windows desktop, click Start > Programs > Administrative Tools > Server Manager to launch the Server Manager as shown in Figure 30. Figure 30: Installation Windows Server Manager 2.
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Microsoft Windows Server 2008 Configuration Server Requirements 4. In the left pane of the Add Roles Wizard page, click Server Roles. The Server Roles menu is displayed is displayed. 5. Check the Application Server and Web Server (IIS) check boxes. 6. In the left pane of the Add Roles Wizard page, locate Application Server and click Role Services. The Application Server Role services menu is displayed. 7. Perform the following steps: a. Select .NET Framework 3.5.1 b. Select Web Server (IIS) Support c.
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10 Server Requirements Microsoft Windows Server 2008 Configuration 1. On the Windows desktop, click Start > Programs > Administrative Tools > Server Manager. The Service Manager page appears. 2. Click Features. The Features panel appears on the right. 3. Click the Add Features icon. The Add Features Wizard appears. 4. Select Features in the menu. The Select Features Installation page appears. 5. Check the SMTP Server check box. 6. Click Next. The Confirm Installation Selections page appears. 7.
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Microsoft Windows Server 2012 Configuration Server Requirements 5. On a Windows 2008 32-bit server: Right click FTP Publishing Service and select Properties on the menu. The FTP Publishing Service properties page appears. In the Startup Type field, select Automatic and click the OK button. 6. On a Windows 2008 R2 64-bit server: Right click Microsoft FTP Service and select Properties on the menu. The Microsoft FTP Service properties page appears.
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10 Server Requirements Microsoft Windows Server 2012 Configuration Figure 33: Server Manager Dashboard 2. In the Server Manager Dashboard, under Configure this local server, click Add roles and features. The Add Roles and Features Wizard appears, showing the Before you begin page. After reading this page, click Next. The Select installation type page appears as shown in Figure 34. 194 Planning and Installation Guide ShoreTel 14.
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Microsoft Windows Server 2012 Configuration Server Requirements Figure 34: Add Roles and Features Wizard 3. In the middle pane, select Role-based or feature-based installation, then click Next. The Select destination server page appears. 4. Check Select a server from the server pool, then highlight a server in the pool and click Next. The Server roles page appears. 5. Check the Application Server and Web Server (IIS) check boxes, then click Next.
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10 Server Requirements Microsoft Windows Server 2012 Configuration d. Select all Application Development Features e. Select all Common HTTP Features f. Select all FTP Server Server options g. Select the following Health and Diagnostics Features:  HTTP Logging  Logging Tools  Request Monitor  Tracing h. Select all IIS Hostable Web Code options i. Select all Management Tools options j. select all Security options k. Select all Performance options 11. Click Next.
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Additional Considerations Server Requirements Figure 35: Simple Mail Transfer Protocol Properties Page 3. Select Automatic on the Startup Type drop down menu, then click the OK button. 4. Return to the Services page. 5. Right click Microsoft FTP Service and select Properties on the menu. The Microsoft FTP Service properties page appears. 6. In the Startup Type field, select Automatic and click the OK button.
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10 Server Requirements Additional Considerations Access to the Distributed Server Maintenance Page If you are using Microsoft Internet Explorer and the distributed server is configured with an IP address rather than a server name, you must enable session cookies on your client computer to access the Distributed Server Maintenance Page. To enable session cookies: 1. Launch Internet Explorer. 2. Click Tools > Internet Options. The Internet Options dialog box appears. 3.
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Requirements for ShoreTel Mobility Router Server Requirements Drive\Documents and Settings\%User%\Local Settings\Application Data\ShoreTel Contact Center  64-Bit: Drive:\Users\%user%\AppData\Roaming\ShoreTel Contact Center Drive:\Users\%user%\AppData\Local\ShoreTel Contact Center  HQ/ DVS Server  32-Bit: Drive:\Program Files\Shoreline Communications Drive:\Shoreline Data\  64-Bit: Drive:\Program Files (x86)\Shoreline Communications Drive:\Shoreline Data\  Communicator Client  32-Bit: Drive:
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10 Server Requirements  Third-Party Applications Supported ShoreTel Mobility Router Appliance  MR2000  MR4000  MR6000 Third-Party Applications Supported ShoreTel 14.1 supports the following third-party applications: 200  Microsoft OCS 2007 R2 Standard/Enterprise Editions  Microsoft Lync 2010 Standard/Enterprise Editions Planning and Installation Guide ShoreTel 14.
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CHAPTER 11. ShoreTel Server Installation This chapter describes installation procedures for main and distributed ShoreTel headquarters servers and distributed servers. The topics discussed in this chapter include: Checking Server Compatibility ................................................................................ 203 Running the Compatibility Checker .................................................................. 203 Headquarters Server Software...............................................
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11 ShoreTel Server Installation Upgrading the Uboot Version ........................................................................... 224 Upgrading Servers from Windows 2003 32-bit to Windows 2008 R2 32-bit or 64bit ...................................................................................................................... 225 Upgrading Servers from Windows 2008 32-bit to Windows 2008 R2 64-bit..... 229 Upgrading Servers from Windows 2003 32-bit to Windows 2012 64-bit ..........
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Checking Server Compatibility ShoreTel Server Installation Checking Server Compatibility A compatibility checker is available for identifying potential issues prior to installing or upgrading the ShoreTel Server software. The compatibility checker is included as part of the installer and as a separate utility.
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11 ShoreTel Server Installation Headquarters Server Software Headquarters Server Software This section describes how to install the ShoreTel headquarters server software. Use the procedures for upgrades or new installations. Before beginning software installation or upgrade, do the following:  Make sure that the server meets the physical requirements for the implementation. For more information, see Chapter 10, Server Requirements.  Close all programs on the server.
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Upgrade Paths for the Headquarters Server Software ShoreTel Server Installation Upgrade Paths for the Headquarters Server Software You can directly upgrade to the current release of the ShoreTel software from one of the following versions:  ShoreTel 12  ShoreTel 12.1  ShoreTel 12.2  ShoreTel 12.
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11 ShoreTel Server Installation Backing up a ShoreTel Server Option 2. Run the ShoreTel Back-up Scripts Note This option explains how to automate the back-up task using the Windows Task Scheduler. 1. Navigate to the following directory: For 32-bit systems: C:\Program Files\Shoreline Communications\ShoreWareServer\Scripts\Sample_Backup_Restore For 64-bit systems: C:\Program Files (x86)\Shoreline Communications\ShoreWareServer\Scripts\Sample_Backup_Restore 2. Edit the file sw_backup_restore.
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Backing up a ShoreTel Server ShoreTel Server Installation Figure 37: Create Task 5. Enter a name for the task. 6. Choose the following Security options:  Run whether user is logged on or not  Run with highest privileges  Configure for: Windows 7, Windows Server 2008 R2  Configure Change User or Group to be a user you created to be the back-up user, or the server administrator. You must enter your password for this user. 7. Click the Triggers tab. 8.
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11 ShoreTel Server Installation Backing up a ShoreTel Server Figure 38: Create Task: Triggers 9. Fill out the schedule for when you want the process to run. 10. Click the Actions tab and then click New. The New Action screen displays, as shown in Figure 39. 208 Planning and Installation Guide ShoreTel 14.
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Backing up a ShoreTel Server ShoreTel Server Installation Figure 39: Create Task: Actions 11. Click Browse to locate the script: shoreware_backup.bat. 12. Enter the path to the script in the Start in (optional) field and be sure the script name is shown in the Program/script field, as shown in Figure 40. 13. Click OK. ShoreTel 14.
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11 ShoreTel Server Installation Upgrading the Headquarters Server Software Figure 40: Create Task: New Action 14. Click the Conditions tab and fill in the form according to your business requirements. 15. Click the Settings tab and fill in the form according to your business requirements. 16. Click OK to save the task. Note During non-business hours, be sure to right-click the script task and run it to ensure that it works. Option 3.
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Installing the Headquarters Server Software ShoreTel Server Installation Setup looks for the ShoreTel database. If an older version of the database is found, Setup makes a back-up copy and converts the database to the latest version. Setup will not overwrite an existing database. All voice applications (voice mail, automated attendant, workgroups, and so on) are affected until the upgrade is complete. The installation will stop all ShoreTel services.
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11 ShoreTel Server Installation Installing the Headquarters Server Software Note The data files are unique to your system and include your system configuration, voice messages, and automated attendant prompts. These files will be stored in a ShoreTel data folder and should be included as part of your back-up plan for the server. 5. When the installation completes, you are prompted to restart your server. Click Finish to restart.
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Registering the Headquarters Server Software ShoreTel Server Installation Registering the Headquarters Server Software After upgrading or installing headquarters server software, you must register the software with ShoreTel. Registration is mandatory. ShoreTel encourages you to register the software promptly so that we have the most up-to-date information concerning your ShoreTel products and installation.
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11 ShoreTel Server Installation Registering the Headquarters Server Software Automatic Registration 1. Upgrade ShoreTel software. 2. Start up ShoreTel HQ Services. Registration information is sent over the internet to ShoreTel. Upon receipt, a response is sent. When the response is received, a Compliance Token is created on the Headquarters server, and Director is unlocked.
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Registering the Headquarters Server Software ShoreTel Server Installation  Click Submit to send the request immediately to ShoreTel, Inc. After verifying the information, ShoreTel emails the license key within three business days. Until the license key arrives, you can click on Later in the ShoreTel Director Welcome screen to enter ShoreTel Director. You have up to 45 days to install the license key.  Click Save to File to save the request for later submission. 6. Click Submit.
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11 ShoreTel Server Installation Installing License Keys  Click Print at the top of the page to print the information.  Click Submit to send the request immediately to ShoreTel, Inc. After verifying the information, ShoreTel emails the license key within three business days. Until the license key arrives, you can click on Later in the ShoreTel Director Welcome screen to enter ShoreTel Director. You have up to 45 days to install the license key.
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Obtaining Licenses ShoreTel Server Installation 7. Click Save. The license activates and the information is posted in the License Key page. If you have not already obtained your license keys, see below. Obtaining Licenses 1. Contact your ShoreTel partner or reseller and purchase the number and type of needed licenses. The partner or reseller will give you a purchase order number. 2. Launch ShoreTel Director and then log in. 3. Navigate to Administrator > System Parameters >Licenses > Keys.
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11 ShoreTel Server Installation Distributed Voice Server Software To install a Monitoring service instance on a remote server and change the role of the servers, follow these steps: 1. On the USB flash drive that contains the ShoreTel installation software, navigate to the Monitoring Service folder. 2. To start the installation wizard, double-click ShoreTelMonitoringService. 3. Click Run. 4. Follow the instructions in the wizard to install the Monitoring service instance.
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Upgrading the DVS Software ShoreTel Server Installation  Verify that no anti-virus software is running.  Verify that the System Performance Settings have been set to Turn on DEP for essential Windows and program services only.  Verify that Microsoft Visual C ++ with the SP1 Redistributable Package (x86) is installed.  Install the remote server software on an NTFS partition.  Connect the server to the Ethernet network.
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11 ShoreTel Server Installation Installing the Software from the Web Note During installation, the installer pauses and prompts you to install Microsoft .NET Framework 4, which is required for the current software release. The installer downloads .NET Framework 4 from the Microsoft site, so you will need an Internet connection to complete the installation. 5. When the installation completes, click Finish. A dialog box appears, prompting you to restart the server. 6. Click Yes.
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Upgrading the DVS Software to Windows Server 2012 64-bit Standard or Datacenter Edition ShoreTel Server Installation Upgrading the DVS Software to Windows Server 2012 64-bit Standard or Datacenter Edition If you are upgrading the server software to Windows 2012 64-bit from Windows 2008 R2 32-bit/64-bit or Windows 2003 32-bit, perform the steps below. 1. Take a backup of the Shoreline Data/Shoreware registry folder. 2. Upgrade the operating system to Windows Server 2012, Standard or Data Center Edition. 3.
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11 ShoreTel Server Installation Server Operating System Server Operating System This section describes how to upgrade the server operating system. It begins with a summary of the scenarios for upgrading the server from ShoreTel release 11.x through ShoreTel 14.
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Upgrade Scenarios ShoreTel Server Installation 5. If the Distributed Database was enabled on ShoreTel 11.x, enable it again on all distributed servers on ShoreTel 14. Upgrading ShoreTel 12.x on Windows 2003 to ShoreTel 14 on Windows 2012 Perform the procedure below to upgrade your system from ShoreTel release 12.x on Windows server 2003 to ShoreTel release 14 on Windows server 2012: 1. Perform the steps in Upgrading Servers from Windows 2003 32-bit to Windows 2008 R2 32-bit or 64-bit on page 225. 2.
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11 ShoreTel Server Installation Preparing to Upgrade from Windows 2003 32-bit to Windows 2008 R2 64-bit 1. Perform the steps in Upgrading Servers from Windows 2008 R2 32-bit to Windows 2012 64-bit on page 231, or Upgrading Servers from Windows 2008 R2 64-bit to Windows 2012 64-bit on page 235.
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Upgrading Servers from Windows 2003 32-bit to Windows 2008 R2 32-bit or 64-bit ShoreTel Server Installation 2. Under Sites, click a site to view. 3. Under Switch/Appliance, click the switch to view. The Uboot version running on the switch is displayed as Boot ROM Version under Details. Upgrading the Uboot Version 1. Telnet or SSH to the half-width switch (non V-switch). 2. Go to Shell. 3. Enter the command uboot_update on the CLI. Note Do not turn off the unit during this process. 4.
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11 ShoreTel Server Installation Upgrading Servers from Windows 2003 32-bit to Windows 2008 R2 32-bit or 64-bit 4. Back up the following databases with the commands listed: Note The default location for the database dumps is C:\.  CDR database Note Before you back up the CDR database, stop archiving on the headquarters server. C:\Program Files\Shoreline Communications\ ShoreWare Server\MySQL\MySQL Server 5.0\Examples\backupCDR.
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Upgrading Servers from Windows 2003 32-bit to Windows 2008 R2 32-bit or 64-bit ShoreTel Server Installation 7. Confirm that all ShoreTel services have stopped. 8. Reboot. 9. Copy the Shoreline Data folder (excluding the \Database folder) to a safe location and label the version and build in the folder in which it is located. It is recommended that you copy off the server to a safe location. 10.
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11 ShoreTel Server Installation Upgrading Servers from Windows 2003 32-bit to Windows 2008 R2 32-bit or 64-bit 26. Disable the pop-up blocker. 27. Copy your old Shoreline Data folder back to the drive where you want to install the software. 28. Install overtop the old Shoreline Data folder the exact same version of the ShoreTel Server software that was installed before. Note When installing the ShoreTel server on Windows Server 2008 (32-bit), you must launch Setup.exe using “Run as Administrator.” 29.
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Upgrading Servers from Windows 2008 32-bit to Windows 2008 R2 64-bit ShoreTel Server Installation Upgrading Servers from Windows 2008 32-bit to Windows 2008 R2 64-bit ShoreTel supports a particular 64-bit version of the Windows Server 2008 operating system. Specifically, support for Windows Server 2008 R2 64-bit only (no non-R2 versions) began with the first release of ShoreTel Release 11 (Build Number 16.5.8506.0) and continues in subsequent builds.
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11 ShoreTel Server Installation Preparing to Upgrade from Windows 2008 R2 32-bit or 64-bit to Windows 2012 64-bit Preparing to Upgrade from Windows 2008 R2 32-bit or 64-bit to Windows 2012 64-bit Upgrading your Windows Server 32-bit operating system to a Windows Server 64-bit operating system can cause your ShoreTel switches to not re-connect.
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Upgrading Servers from Windows 2008 R2 32-bit to Windows 2012 64-bit ShoreTel Server Installation The Uboot version running on the switch is displayed as Boot ROM Version under Details. Upgrading the Uboot Version 1. Telnet or SSH to the half-width switch (non V-switch). 2. Go to Shell. 3. Enter the command uboot_update on the CLI. Note Do not turn off the unit during this process. 4. Reboot the switch after the update is complete.
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11 ShoreTel Server Installation Upgrading Servers from Windows 2008 R2 32-bit to Windows 2012 64-bit Note The default location for the database dumps is C:\.  CDR database Note Before you back up the CDR database, stop archiving on the headquarters server. C:\Program Files\Shoreline Communications\ ShoreWare Server\MySQL\MySQL Server\Examples\backupCDR.bat  Configuration database C:\Program Files\Shoreline Communications\ ShoreWare Server\MySQL\MySQL Server\Examples\backupConfig.
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Upgrading Servers from Windows 2008 R2 32-bit to Windows 2012 64-bit ShoreTel Server Installation 8. Reboot. 9. Copy the Shoreline Data folder (excluding the \Database folder) to a safe location and label the version and build in the folder in which it is located. It is recommended that you copy off the server to a safe location. 10. Restart the ShoreTel services by running the following command: C:\Program Files\Shoreline Communications\ShoreWare Server\Scripts\ hq_shoretel-start-svcs.bat 11.
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11 ShoreTel Server Installation Upgrading Servers from Windows 2008 R2 32-bit to Windows 2012 64-bit 28. Install overtop the old Shoreline Data folder the exact same version of the ShoreTel Server software that was installed before. Note When installing the ShoreTel server on Windows Server 2012 64-bit, you must launch Setup.exe using “Run as Administrator.” 29.
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Upgrading Servers from Windows 2008 R2 64-bit to Windows 2012 64-bit ShoreTel Server Installation Upgrading Servers from Windows 2008 R2 64-bit to Windows 2012 64-bit The following procedure is required when upgrading the operating system to Windows Server 2012 64-bit on a server that is running ShoreTel server software. Be aware that after the ShoreTel software is installed on the server, the server is considered a Telephony Appliance.
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11 ShoreTel Server Installation Upgrading Servers from Windows 2008 R2 64-bit to Windows 2012 64-bit C:\Program Files (x86)\Shoreline Communications\ShoreWare Server\ MySQL\MySQL Server\Examples\backupWebBridge.bat  Archive database on ShoreTel 12.3 and before: (If your system has an archived database, run the following command.) C:\Program Files (x86)Shoreline Communications\ShoreWare Server\ MySQL\MySQL Server 5.0\bin\mysql.
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Upgrading Servers from Windows 2008 R2 64-bit to Windows 2012 64-bit ShoreTel Server Installation 16. Log in via the local Admin Account. 17. Adjust the NIC so that it has the same static IP and name that it did before. 18. Add the server to the domain (be sure that it is placed in an empty Organizational Unit (OU) with Block Inheritance). No Group Policies should be applied. If Group Policies do need to be applied, be sure that they have already been tested against ShoreTel.
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11 ShoreTel Server Installation Upgrading the System to New Hardware (Same OS) C:\Program Files (x86)\Shoreline Communications\ShoreWare Server\ MySQL\MySQL Server\Examples\RestoreCDR.bat  To import the Config database dump: C:\Program Files (x86)\Shoreline Communications\ShoreWare Server\ MySQL\MySQL Server\Examples\RestoreConfig.bat  To import the WebBridge database dump: C:\Program Files (x86)\Shoreline Communications\ShoreWare Server\ MySQL\MySQL Server\Examples\RestoreWebBridge.
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Upgrading the System to New Hardware (Same OS) ShoreTel Server Installation 4. Add the server to the domain (be sure that it is placed in an empty Organizational Unit (OU) with Block Inheritance). No Group Policies should be applied. If Group Policies need to be applied, be sure that they have already been tested against ShoreTel. WARNING! Do not install any Anti-Virus software or Network security software. The ShoreTel Server is a Telephony Appliance.
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11 ShoreTel Server Installation Ensuring Proper Server Performance 6. Restart the ShoreTel services by running the following batch file: C:\Program Files\Shoreline Communications\ShoreWare Server\Scripts\ hq_shoretel-start-svcs.bat 7. Confirm that all ShoreTel services are up and running: a. Go to the Run menu (WIN + R). b. Type services.msc. c. Review all of the ShoreTel services to ensure that they show “Automatic” and that the services are started. 8. Change the name of the server. 9.
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Setting the Server to Maximize for Network Performance  ShoreTel Server Installation Optimize server performance for background services rather than for applications. The voice services running on the server are real-time services that could be negatively affected by having an application running in the foreground. Perform the following steps to optimize server performance: a. On the ShoreTel server desktop click Start > Control Panel > System. b.
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11 ShoreTel Server Installation 242 Planning and Installation Guide Setting the Server to Maximize for Network Performance ShoreTel 14.
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CHAPTER 12. Site Requirements and Preparation This chapter provides information about preparing a site for the ShoreTel system. The topics are: Recommendations .................................................................................................. 244 Switch Models .................................................................................................. 244 Voice Switch Requirements ....................................................................................
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12 Site Requirements and Preparation Recommendations Recommendations The following recommendations can assist in the planning and preparation of a site for a ShoreTel system.  Hire a cabling contractor to install the equipment racks, patch panels, and cabling.  Have RJ-48C cables available for each ShoreTel Voice Switch. Switch Models You can locate the model number of your switches on the rear panel as shown in Figure 42.
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Input Power Site Requirements and Preparation Table 43: ShoreTel Voice Switch Physical Specifications Parameter ShoreTel 120 ShoreTel 60 ShoreTel 40 ShoreTel T1 ShoreTel E1 Dimensions (H x W x D) 1.72” x 17.16” x 14.28 “ 43.68 x 435.86 x 362.71 mm 1.72” x 17.16” x 14.28 “ 43.68 x 435.86 x 362.71 mm Rack mount units 1 RU 1 RU Mounting position Front, Center Front, Center Weight 9 lbs 4.08 kg 8 lbs 3.
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12 Site Requirements and Preparation Power and Heat Dissipation Table 45: ShoreTel Voice Switch Power Input (Full-Width Switches) (Continued) ShoreTel 120 ShoreTel 60 ShoreTel 40 ShoreTel T1 ShoreTel E1 Number of grounded 110 VAC outlets per switch 1 1 1 Power consumption (typical) 90W typical 50W typical 50W typical Parameter Table 46 shows the power requirements for the half-width ShoreTel voice switches.
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Environmental Requirements Site Requirements and Preparation Table 48: ShoreTel Voice Switch Power and Heat Dissipation (Half-Width Switches) SG 90 SG 90BRI SG 50 SG 30 SG 220T1 SG 220T1A ShoreTel 220E1 Power dissipation (typical) 40 W typ 40 W typ 17 W typ Heat dissipation 137 BTU/hour 137 BTU/hour 58 BTU/hour Parameter Environmental Requirements The ShoreTel voice switches require that the environmental specifications provided in Table 49 be met.
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12 Site Requirements and Preparation Reliability and Availability Table 50: ShoreTel Voice Switch Dependability (Continued) Voice Switch Predicted MTBF (hours) Demonstrated MTBF (hours) MTTR (hours) Availability ShoreTel 90BRI 172,659 n/a 1 99.9994% ShoreTel 90BRIV 162,931 n/a 1 99.9994% ShoreTel 120/24 84,500 518,134 1 99.9997% ShoreTel T1 158,229 312,709 1 99.9997% ShoreTel T1K 189,373 n/a 1 99.9994% ShoreTel E1 154,229 312,709 1 99.
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Memory and Processing Site Requirements and Preparation Table 51: ShoreTel IP Phone Dependability (Continued) Phone MTBF hours (calculated) MTBF hours (demonstrated) IP560g 56,400 TBD IP565g N/A TBD IP 655 TBD TBD BB24 72,600 TBD Memory and Processing Each ShoreTel voice switch has the same memory and processing (see Table 52).
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12 Site Requirements and Preparation Connectors Note 2000 ft. length uses 26AWG wire Audio input/output on 220T1 and 220E1, but not T1/E Power Cabling Each ShoreTel voice switch comes equipped with a standard 110 VAC modular power cord. A localized modular power cord can be ordered from ShoreTel. ShoreTel recommends that every ShoreTel voice switch, as well as the ShoreTel server, be connected to an uninterruptable power supply (UPS).
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Connectors Site Requirements and Preparation Pinout information for ShoreTel Voice Switches is provided in the quick install guide for each voice switch. Digital Trunk and Trunk Monitor Cabling ShoreTel voice switches that support digital trunks have an RJ-48C connector as the telco interface to the T1/E1 trunk from the telephone service provider. These voice switches provide an internal Channel Service Unit (CSU).
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12 Site Requirements and Preparation Racks and Cabling Maintenance Cabling ShoreTel voice switches support a maintenance port for connection terminal using a standard, straightthrough DB-9 female connector. This maintenance port is typically used only when assigning networking parameters if DHCP or BOOTP is not being used. Racks and Cabling General Cabling Overview The diagram in Figure 43 highlights the key components with respect to cabling for your voice network.
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Rack Overview  Site Requirements and Preparation The voice switch patch panel provides a flexible cable management solution for the voice switches. The patch panel has RJ-21X connections running to the voice switches and RJ-11 connections on the front. Starting from the right in Figure 43 on page 252, the trunk cabling is organized as follows:  The digital (T1/E1) and analog trunks are terminated on a punch-down block.
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12 Site Requirements and Preparation Rack Overview A 19-inch data rack, shelf, and modular patch panels can be purchased from most major electrical suppliers. 254 Planning and Installation Guide ShoreTel 14.
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CHAPTER 13. Installing ShoreTel Voice Switches This chapter provides planning and installation information for the ShoreTel voice switches, virtual switches, and virtual Service Appliances. Information on switch connectors and LEDs can be found in Site Requirements and Preparation on page 243. The topics discussed include the following: Planning .................................................................................................................. 256 Mounting the ShoreTel Voice Switches .....
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13 Installing ShoreTel Voice Switches Planning Planning In the ShoreTel system, switches perform vital roles in connecting endpoints in a call whether the endpoints are located on the ShoreTel network, another private network, or the PSTN. Every IP phone on the ShoreTel network must register with a switch. The switch provides dial and ring tone to the phone when required, performs call setup and teardown task, sets up call legs, communicates with other switches and devices.
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Installing ShoreTel Voice Switches Installing ShoreTel Voice Switches 2. Mount a ShoreTel Dual Tray into the rack with the screws provided. 3. Install the half-width switch into the tray on either the left or right side of the tray. Two half-width switches can be placed in the same tray. 4. Use standard screws to mount the switch in the tray. Installing ShoreTel Voice Switches Before applying power to a new ShoreTel voice switch, configure the DHCP/BOOTP server. Installing a ShoreTel Voice Switch 1.
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13 Installing ShoreTel Voice Switches Installing the Retainer Installing the Retainer 1. Using a number 1 Phillips screwdriver, remove the two black Phillips head screws on either side of the RJ-21X port. 2. Place the retainer in the recessed area around the RJ-21X port. 3. Reinstall the two screws. 4. Plug in the RJ-21X cable. 5. Pull the velcro strap tightly around the connector on the RJ-21X cable, and fasten it.
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Default Configurations Installing ShoreTel Voice Switches Virtual Phone Switch Capacity Requirements The following table shows the virtual phone switch capacity requirements for the following three system sizes:  Up to 250 phones  Up to 500 phones  Up to 1000 phones Table 54: Virtual Phone Switch Capacity Requirements Up to 250 Phones Up to 500 Phones Up to 1,000 Phones Memory 2 GB 2 GB 2 GB CPU * cores 750 MHz * 1 1.5 GHz * 1 2.
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13 Installing ShoreTel Voice Switches Default Configurations Table 55: Virtual Phone Switch Feature Capacities Up to 250 Phones Up to 500 Phones Up to 1000 Phones Total BCA 24 60 120 BCA call stack 48 12 24 BCA extensions 64 16 32 Busy Call Appearances (BCA) Virtual Trunk Switch Capacity Requirements Table 56 provides the virtual trunk switch capacity requirements.
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Installing a Virtual Device Installing ShoreTel Voice Switches Installing a Virtual Device To install a virtual device, follow these steps: 1. Create a virtual machine (VM) for the switch and allocate the required resources, depending on the capacity of the virtual phone or virtual trunk switch you want to create:  250, 500, or 1000 IP phones  100, 250, or 500 SIP trunks Note The ShoreTel system analyzes the allocated resources and determines the capacity of the switch.
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13 Installing ShoreTel Voice Switches ShoreTel Director Switch Configuration Note You can only increase the disk size before you power on the virtual machine. If you need to have more disk space for conference recording, you must change it before you power on the virtual machine. 11. Power on the virtual machine. 12. Open the console on the virtual switch you want to configure and log in with the following credentials:  User ID: root  Password: ShoreTel 13.
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Reference Installing ShoreTel Voice Switches Reference Environmental Requirements The ShoreTel voice switches require that the environmental specifications provided in Table 58 be met.
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13 Installing ShoreTel Voice Switches Regulatory Compliance Regulatory Compliance Table 60: ST-E1 Voice Switch Physical Specifications Parameter ShoreTel-24 Safety UL 60950, 3rd Edition, CAN/CSA 22.2 No.
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General Specifications Installing ShoreTel Voice Switches Table 62: ST T1, ST-220T1, ST 220T1A, ST T1k Voice Switch Physical Specifications(Continued) Parameter Physical Specification Low Voltage Directive 73 / 23 / EEC EMC Directive 89 / 336 / EEC With Amendment 93 / 68 / EEC General Specifications Table 63: ST-120/24, ST-90, ST-60/12, ST-50, ST-40/8, ST-E1/T1, and ST-220T1/E1/T1A Voice Switch Specifications Parameter ShoreTel-24 Power Supply 100-240 VAC 50-60 Hz 2A max (full-width switches) 1A max
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13 Installing ShoreTel Voice Switches 266 Planning and Installation Guide General Specifications ShoreTel 14.
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CHAPTER 14. IP Phone Installation This chapter describes the steps required to install IP phones. It contains the following information: Overview ................................................................................................................. 268 Preparing Your ShoreTel System for IP Phones ..................................................... 268 Configuring Voice Switches for IP Phone Support ........................................... 268 Assigning the Configuration Switches .........
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14 IP Phone Installation Overview Overview ShoreTel’s IP phones are pre-configured to work with a ShoreTel system and the network’s Dynamic Host Configuration Protocol (DHCP) server. After you configure the servers and voice switches and plug the phones into the network, the ShoreTel system automatically adds the phones to the network. This chapter describes prerequisites, network considerations, and procedures for installing IP phones in your system.
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Setting IP Address Ranges  IP Phone Installation ShoreTel 100-, 200-, 500-, and 600-Series IP phones must be able to contact at least one of the assigned configuration switches when first connected to the network. 1. Launch ShoreTel Director. 2. Click Administration > IP Phones > Options. The IP Phone Options page is displayed. 3. In the IP Phone Configuration Switch 1 drop-down list, select a switch to serve as the first configuration switch. 4.
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14 IP Phone Installation Implementing LLDP-MED 7. In the Caller’s Emergency Service Identification (CESID) field, type the caller ID number that the system passes to emergency responders when an emergency call originates on an IP phone at the site. For information about configuring a system for emergency calls, see the ShoreTel System Administration Guide. 8. If teleworkers might use the site, select the Teleworkers check box. 9. Click Save.
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Implementing IEEE 802.1x IP Phone Installation Implementing IEEE 802.1x Most ShoreTel IP phones support 802.1x network authentication. ShoreTel IP phones support the following aspects of 802.1x authentication:  MD-5 challenge method only  Multicast and unicast frames  Devices attached to the second Ethernet port (PC port) using 802.1x PAE multicast frames  EAPOL frames can be prioritized. EAPOL VLAN tags are not supported.
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14 IP Phone Installation DHCP Settings DHCP Settings ShoreTel IP phones are pre-configured to use the network’s DHCP server for addressing. In addition to its address and standard network addresses, the DHCP server’s response also provides the following addresses for phone configuration:  ShoreTel server address The ShoreTel server provides the IP phones with the latest application software and the configuration information that enables IP phones to be automatically added to the ShoreTel system.
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ShoreTel 100-, 200-, 500-, 600-, and 900-Series IP Phones IP Phone Installation ShoreTel 100-, 200-, 500-, 600-, and 900-Series IP Phones When these phones are initially connected to the network, they reboot and their firmware is updated automatically. You can initiate subsequent firmware updates by triggering a reboot through either the Diagnostics & Monitoring system or Quick Look, which are both available through ShoreTel Director.
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14 IP Phone Installation Manual Configuration at Bootup Note The default password is set in ShoreTel Director. For more information, see the ShoreTel System Administration Guide. 3. At the Clear All Values prompt, press # (No). 4. At each prompt, enter the appropriate value listed in Table 64 on page 274. 5. Press # to advance to the next setting or * to exit. 6. To accept changes, press #. The boot process begins after you finish entering new values or accepting existing values.
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Manual Configuration at Bootup IP Phone Installation 4. Do one of the following:  On the IP420, press #.  On the IP480, IP480g, and IP485g, press the OK soft key. The Admin Options menu opens. 5. Use the navigation key pad and the selector button to open the submenus necessary to configure parameters as follows:   If you are not using a DHCP server to provide an IP address, enter the following information:  Internet protocol > Use DHCP (Toggle to Off.
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14 IP Phone Installation Manual Configuration from the Keypad Table 65: Configuration Values for ShoreTel 400-Series IP Phones Admin Options Menu Submenu Option Name Value to Enter Internet Protocol Use DHCP Toggle to Off. IPv4 address Enter the static IP address of the phone. Subnet mask Enter the static IP subnet mask of the phone. Gateway Enter the static IP gateway. SNTP server Enter the IP address of the time server.
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Displaying Settings for a ShoreTel IP Phone IP Phone Installation The Admin Options menu opens. 4. Use the navigation key pad and the selector button to open the submenus necessary to configure parameters as follows:   If you are not using a DHCP server to provide an IP address, enter the following information:  Internet protocol > Use DHCP (Toggle to Off.)  Internet protocol > IPv4 address (Enter the static IP address of the phone.
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14 IP Phone Installation On ShoreTel 100-, 200-, 500-, and 600-Series IP Phones On ShoreTel 100-, 200-, 500-, and 600-Series IP Phones 1. With the phone on hook, press the MUTE key followed by 4636# (INFO#). The phone displays the first one or two parameters, depending on the phone model. 2. Press # to advance the display or * to exit. The phone resumes normal operation after the last parameter has been displayed. On ShoreTel 400-Series IP Phones 1.
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Clearing a Phone’s Configuration Settings IP Phone Installation 2. Do one of the following:  On the IP420, with Reset highlighted, press the selector button on the navigation key pad.  On the IP 480, IP480g, and IP485g, press the Reset soft key. The phone reboots and applies settings. Clearing a Phone’s Configuration Settings You can clear a phone’s configuration settings and return it to factory settings by entering a key sequence on the phone’s key pad.
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14 IP Phone Installation 280 Planning and Installation Guide On ShoreTel 400-Series IP Phones ShoreTel 14.
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CHAPTER 15. Desktop Requirements This chapter describes the hardware and software requirements for installing ShoreTel client software, ShoreTel Communicator for Windows, on desktop and laptop computers. It contains the following information: Overview ................................................................................................................. 282 Recommendations ..................................................................................................
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15 Desktop Requirements Overview Overview This chapter describes the hardware and software requirements for installing ShoreTel client software, ShoreTel Communicator for Windows, on desktop and laptop computers. The installation procedures are covered in Chapter 10, Server Requirements on page 173. Recommendations The following recommendations will assist you in planning and installing your desktop computers for the ShoreTel Communicator applications.
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Hardware Requirements Desktop Requirements Table 66: Client Hardware Requirement ShoreTel Communicator Version Windows Vista Windows 7, Windows 8, Windows 8.1 Max Presence Load Communicator with Personal Access with Presence Off Pentium 3, 800 MHz Pentium 4 - 1.6 GHz No Presence supported Communicator with Personal Access with Presence On Pentium 4, 3.0 GHz with HT or Dual Core 1.6 GHz Pentium 4, 3.0 GHz with HT or Dual Core 1.
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15 Desktop Requirements Hardware Requirements Table 67: Hard Disk and Memory Requirements(Continued) Hard Disk Space1 ShoreTel Communicator Version Available RAM2 RAM2 Vista Win 7, Win 8, Win 8.1 Vista Win 7, Win Vista 8, Win 8.1 Win 7, Win 8, Win 8.
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Software Requirements Desktop Requirements Note  Presence events refers to the Presence status displayed in the Contacts viewer of ShoreTel Communicator.  Please consider that other applications and environments, such as Microsoft Office, could also run within the same server. The CPU/RAM used must be dimensioned according to ALL applications running and not only ShoreTel.
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15 Desktop Requirements   .NET Framework Windows 2012 Server, Standard and DataCenter Citrix XenApp: For platform details on Windows Terminal Server and Citrix XenApp, see Appendix C, Installing Communicator on Citrix and Windows Servers. .NET Framework On Windows-based computers, ShoreTel Communicator requires the installation of .NET Framework version 4 or higher. When .
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Microsoft Outlook Integration Desktop Requirements  Automatic Call Handling with the Microsoft Outlook Calendar requires an optional component of Microsoft Office called Collaborative Data Objects.  The Collaboration Data Object must be installed in order for Microsoft Outlook calendar integration to work. Integrating with Call Handling ShoreTel can integrate with Microsoft Outlook 2007, 2010, and 2013 to allow Offline Call Handling Modes (CHM).
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15 Desktop Requirements 288 Planning and Installation Guide Microsoft Outlook Integration ShoreTel 14.
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CHAPTER 16. Desktop Installation This chapter describes the procedure for installing ShoreTel Communicator on PC and Mac computers. It contains the following information: Overview ................................................................................................................. 290 Recommendations .................................................................................................. 290 Notifying Users via Email ..................................................................
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16 Desktop Installation Overview Overview You can install ShoreTel Communicator or have users install ShoreTel Communicator, in which case the server can notify them with information on their extensions and how to install the ShoreTel Communicator. Recommendations The following information can help with the installation of the ShoreTel Communicator application on a desktop computer.  Have the following information: the server name, user name, password, and extension number.
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Installation Procedure Desktop Installation Installation Procedure This section provides the most typical steps associated with installing the ShoreTel Communicator application.
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16 Desktop Installation Installation in a Large Deployment that Uses Active Directory .NET Installation Communicator requires the installation of version 4.0 (or higher) of .NET Framework. The Communicator installer automatically downloads the correct .NET Framework version if it is not present during the upgrade or install. Users are then prompted to accept the End User License Agreement from Microsoft to proceed with the .NET installation.
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Installation in a Large Deployment that Uses Active Directory Desktop Installation Automated Setup If the system administrator is using automated (remote) installation to set up ShoreTel Communicator in a large network that uses Active Directory, the administrator must push the following packages in the order listed below by using Microsoft Corporation’s Group Policy Object (GPO) or another deployment tool: 1. Microsoft .NET Framework 4.0 (not located in the Prerequisites folder). Either .
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16 Desktop Installation Standard Integrated Software Distribution 2. Interop Assemblies (in the Prerequisites folder) should contain Primary Interop Assemblies for 2007 and Visual Studio Tools for Office (VSTO). This resides in the Prerequisites folder. 3. Communicator (CMWin), located in the Setup folder. Standard Integrated Software Distribution Overview ShoreTel system’s integrated software distribution feature simplifies installation.
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Installing ShoreTel Communicator on a Windows PC Desktop Installation Figure 46: Client Install Page 3. After reviewing the information on this page, click the Install button. The InstallShield Wizard downloads the installation files (showing the progress of the download), “unpacks” the installation files, and configures the Windows Installer. The Welcome screen for the InstallShield Wizard appears. 4. To proceed, click Next. The ShoreTel End User License Agreement appears. 5.
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16 Desktop Installation Installing ShoreTel Communicator on a Mac After the computer reboots, the ShoreTel Communicator icon appears on the desktop. Installing ShoreTel Communicator on a Mac 1. Open the e-mail notification from the ShoreTel administrator containing the instructions for installing the ShoreTel client, as shown in Figure 47. Figure 47: E-Mail Notification from ShoreTel Administrator 2. Click the link in the message.
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Installing ShoreTel Communicator on a Mac Desktop Installation Figure 48: Click the Link Note You can also reach the software by copying and pasting the address in the URL field of an open browser. An example link is below: http:///ShorewareResources/ClientInstall 3. Click the link to download ShoreTel Communicator, as shown in Figure 49. ShoreTel 14.
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16 Desktop Installation Installing ShoreTel Communicator on a Mac Figure 49: Download the Software 4. Install the software by dragging ShoreTel Communicator to the Applications folder, as shown in Figure 50. 298 Planning and Installation Guide ShoreTel 14.
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Starting the ShoreTel Communicator Application Desktop Installation Figure 50: Install the Software The system installs ShoreTel Communicator. 5. Log in to Communicator. Note If you do not have a user name and password, obtain them from your ShoreTel System Administrator. 6. ShoreTel Communicator opens on your desktop. Starting the ShoreTel Communicator Application The ShoreTel Communicator application can be started in one of three ways:  Automatically upon system startup.
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16 Desktop Installation Installing Outlook Integration If you have Microsoft Outlook installed on your computer, ShoreTel Communicator will offer to install Outlook integrated voice mail. Click Yes to have your voice mail delivered to your Microsoft Outlook Inbox. You will also be prompted to configure AutoStart. At this point you have completed the most typical steps associated with installing the ShoreTel Communicator application. Additional procedures are described in the following sections.
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Voice Mail Integration Desktop Installation 2. Click Configure ShoreTel System. The ShoreTel System dialog box appears. 3. Click the Outlook tab. 4. Click Install. In some cases, a warning appears requesting that you close running applications before continuing. Close the applications as requested. Activating the Integration of Voice Mail with Microsoft Outlook After a user has the ShoreTel Communicator application, an activation step is still necessary within ShoreTel Communicator.
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16 Desktop Installation Configuring Instant Messaging 5. Click Enable Disk Caching if you want Outlook contacts to be available without delay when ShoreTel Communicator starts. When you have enabled disk caching, you can set when ShoreTel Communicator imports contacts. If disk caching is not enabled, ShoreTel Communicator imports contacts every time it starts. 6. Click the Import Configurator tab. 7. Click the locations where you want ShoreTel Communicator to search for contact information.
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Configuring Instant Messaging Desktop Installation Note If you are using an SSL certificate, select the Enable TLS check box to allow users to encrypt IM messages using Transport Layer Security (TLS) protocol. 6. In the Sessions Timeout field, enter the duration, in minutes, that you want the system to keep an IM session open without an exchange before timing out. 7. Click Save. Configuring the IM Class of Service 1. Launch ShoreTel Director. 2. Click Administration > Users > Class of Service.
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16 Desktop Installation  Upgrade Select Prompt to accept invitation to have the system issue a prompt to the user when another user sends a presence invitation. Note The Presence Invitation Handling field only appears when a Service Appliance is enabled for the user and the IM Presence Invitation Handling parameter in the Class of Service profile used for user group to which the user is associated with is configured to allow the user to make this selection.
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User Licensing Desktop Installation These new choices allow users to request a phone extension license without having to purchase a mailbox at the same time. This additional flexibility may be helpful in situations where a fax machine, a modem, or a lobby phone is desired and a mailbox for voice mail was not needed. Similarly, users can purchase a mailbox without having to purchase a phone extension. Earlier releases of the ShoreTel product offered Single Site and Multi-Site Enterprise license keys.
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16 Desktop Installation User Licensing This 45-day period allows for unplanned, ad hoc changes that may cause you to exceed license limits while providing time to comply with the license requirements by either removing unneeded configurations or by ordering additional licenses. You will be forced to purchase one of two keys available:  SBE key – required for Small Business Edition  This key is for smaller businesses.
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CHAPTER 17. ShoreTel Integration with External Applications To work with some external applications, the ShoreTel system may require additional set-up after system installation. This chapter identifies and describes how to set up the system to integrate with external applications. This chapter includes the following topics: Overview ................................................................................................................. 309 Important Considerations................................
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17 ShoreTel Integration with External Applications Installing the TSP Package ..................................................................................... 327 Running Setup .................................................................................................. 327 Using the Microsoft GPO Deployment Tool ...................................................... 328 Using the ShoreTel Professional Services Application .....................................
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Overview ShoreTel Integration with External Applications Overview Using the ShoreTel ImportContacts.bat utility, you can import public contacts from the Public Folder on a Microsoft Exchange Server and upload them into the System Directory in ShoreTel Director for use by ShoreTel system users. Before running the utility, you must configure the settings for the batch file in a ShoreTel configuration file (ImportContactsconfig).
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17 ShoreTel Integration with External Applications Prerequisites To limit exposure, contacts imported from the Public Folder on a Microsoft Exchange Server and uploaded into the ShoreTel System Directory can be deleted from the System Directory using ShoreTel Director. See the ShoreTel System Administration Guide for information on using ShoreTel Director to manage the System Directory, including adding and deleting records.
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Editing the Import Contacts Configuration File ShoreTel Integration with External Applications C:\Program Files\Shoreline Communications\ Shoreware Server\ImportContacts\ImportContactsconfig On 64-bit systems: C:\Program Files (x86)\Shoreline Communications\ Shoreware Server\ImportContacts\ImportContactsconfig The location of the file is shown in Figure 51 on page 311. 3. Open the Import Contacts Configuration file. An example Import Contacts Configuration File is shown in a browser in Figure 52.
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17 ShoreTel Integration with External Applications Editing the Import Contacts Configuration File Figure 52: Example Contacts Configuration File in Browser Figure 53: Example Contacts Configuration File in Notepad Table 69: Import Contacts Configuration File Parameters Parameter Definition Version Exchange server version (0 or 1).   UserName 0 = Exchange server 2007. 1 = Exchange server 2010. Your Exchange user name. Required only if you are not using Network Credentials.
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Running the Import Public Contacts Windows Batch File ShoreTel Integration with External Applications Table 69: Import Contacts Configuration File Parameters (Continued) Password Your Exchange password. Required only if you are not using Network Credentials. Domain Name of your Exchange domain. Required only if you are not using Network Credentials. EWSUrl Exchange Web Service location. For example, https://10.XX.XXX.XX/EWS/exchange.asmx. PF Path to your company’s Public Folder.
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17 ShoreTel Integration with External Applications Running the Import Public Contacts Windows Batch File 3. Run the Import Public Contacts Windows Batch File. The status of the procedure is shown in the example in Figure 55. The contacts are imported from the Public Folder on your Microsoft Exchange Server and uploaded to the ShoreTel System Directory for use by ShoreTel system users.
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Verifying Public Contacts are Uploaded ShoreTel Integration with External Applications Verifying Public Contacts are Uploaded Note To perform this procedure, you must have system administrator permissions. To run the Import Public Contacts Windows batch file, follow these steps: 1. Open ShoreTel Director. 2. Under Administration, click System Directory. The System Directory window appears, which displays the imported and uploaded contacts. An example System Directory screen is shown in Figure 56.
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17 ShoreTel Integration with External Applications Using the Windows Task Scheduler to Upload Public Contacts Using the Windows Task Scheduler to Upload Public Contacts Note To perform this procedure, you must have system administrator permissions. Using the Windows Task Scheduler, you can also import public contacts from the Public Folder on a Microsoft Exchange Server and upload them into the System Directory in ShoreTel Director.
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Placing the CSV or XML File ShoreTel Integration with External Applications The registry entry can point to a PC location or a server path. ShoreTel Communicator does not automatically create this key or assign a default value to it. This registry must be created and assigned to the location of the contact files before ShoreTel Communicator can import data records from the file. For further information on editing the registry, contact ShoreTel TAC.
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17 ShoreTel Integration with External Applications Viewing Imported Contacts Figure 57: Directory Viewer containing Imported Records Figure 58: Directory Item Details 318 Planning and Installation Guide ShoreTel 14.
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CSV File Properties ShoreTel Integration with External Applications CSV File Properties CSV files contains records, each of which consists of data fields. The composition of CSV file fields and records is described below. CSV File Field Composition Each field denotes one property for the file or for one contact. The field entries must conform to the following syntax rules:  Data is of type strings and supports UTF-16 encoding.  Fields that contain a double quote must be surrounded by double quotes.
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17 ShoreTel Integration with External Applications CSV File Properties Source and Version variable declarations must conform to the following rules:  Syntax for the Source variable is Source=sourcetext.  Syntax for the Version variable is Version=versionname. The Source and Version variables are optional. File Information Record Example 1: “Source=Lotus”,”Version=2.0” File Information Record Example 2: Source=Lotus, Version=2.
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CSV File Properties ShoreTel Integration with External Applications Table 70: Contact Header Record Field Names(Continued) Home Phone 2 Directory Viewer displays contents under the Home 2 column. Mobile Phone Directory Viewer displays contents under the Mobile column. Pager Directory Viewer displays contents under the Pager column. Business Fax Directory Viewer displays contents under the Fax column. Email Address Directory Viewer displays contents under the Email column.
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17 ShoreTel Integration with External Applications XML File Properties XML File Properties XML files contain a structured set of elements. The file components and XML elements recognized by ShoreTel Communicator are described below. XML File Name The file name must have the extension .xml.
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XML File Properties ShoreTel Integration with External Applications Table 71: Level 3 Elements(Continued) name This element specifies the contact’s name. Each contact element may contain only one name element. Valid attributes: first, middle, last. Example: company Each contact element may contain only one company element. Valid attributes: value. Example:
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17 ShoreTel Integration with External Applications XML File Properties Table 71: Level 3 Elements(Continued) email This element specifies the contact’s email addresses. A contact element may contain a maximum of three email elements, subject to the rules outlined below. Valid attributes: name, value.  Name: The name attribute specifies the label of the ShoreTel Communicator Directory Viewer column heading.
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XML File Properties ShoreTel Integration with External Applications XML File Example ShoreTel Communicator Contact Integration XML file PAGE 326
17 ShoreTel Integration with External Applications Installing the ShoreTel Telephony Interface Installing the ShoreTel Telephony Interface The system installation wizard does not automatically install the ShoreTel Telephony Interface (STI) during installation. If you are using third-party or supplementary ShoreTel applications that interact with the ShoreTel system, you may need to manually install the STI.
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Installing the TSP Package ShoreTel Integration with External Applications 5. Select ShoreTel Remote TAPI Service Provider. 6. Click Configure. The ShoreTel Remote TSP dialog appears. 7. In Provider Usage, verify that the provider is enabled. 8. Launch ShoreTel Communicator for Windows. The TAPI service registers the ID, password, and address of the user for transactions with the thirdparty application.
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17 ShoreTel Integration with External Applications Using the Microsoft GPO Deployment Tool Using the Microsoft GPO Deployment Tool Using GPO, install (push) the TSP package to larger sites. GPO is Microsoft Corporation’s Group Policy Object (GPO) deployment tool. It can be used to remotely install (push) software in Windows Server 2008. For more information about GPO, see the Microsoft support website, http:// support.microsoft.com, and search for GPO.
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CHAPTER 18. Legacy Integration ShoreTel provides a way to convert a TDM-based voice network into the ShoreTel system. Integrating the ShoreTel system with an old PBX allows a customer with different systems to support phone and voice mail communication between systems. This chapter describes how to migrate your legacy system to the ShoreTel system. This chapter contains the following: Overview ................................................................................................................
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18 Legacy Integration Services Summary ........................................................................................... 354 Trunk Configuration................................................................................................. 355 Creating a New Trunk Group............................................................................ 356 Configuring an Inbound Services with Extension Routing ................................ 356 Configuring an Off-system Extensions ..................
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Overview Legacy Integration Overview An integrated voice network can provide the following streamlining for your system:  Simplify communications for your users with an enterprise-wide coordinated dialing plan using extension dialing.  Exchange voice mail messages between users on different sites using different voice mail systems. Standard commands such as compose, forward, and replay, extend the value of your different voice mail systems.  Consolidate trunks with different traffic types.
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18 Legacy Integration Coordinated Dialing Coordinated Dialing Coordinated dialing allows users to dial between the systems using extension-to-extension dialing as well as enabling consolidation of inbound and outbound services.
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Coordinated Dialing Plan Legacy Integration Coordinated Dialing Plan With legacy integration, users on both systems can dial one another using abbreviated or extension dialing. This includes dialing from applications on the systems, such as the ShoreTel voice mail application, and would also include forwarding a call to an assistant at an extension on the legacy PBX.
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18 Legacy Integration PSTN Services PSTN Services The number of trunks, your integration plan, and the overall system design includes the provisioning of services across the network. PSTN services can be provided at both systems in the integration or consolidated together on one system. Multi-Site Integration When the systems are located at different sites, both systems should have local trunking for both inbound and outbound calls.
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Consolidated Long Distance Legacy Integration In the single site configuration, ShoreTel recommends that services for outbound calls be connected to the legacy PBX. In this configuration the trunk interfaces on the system are configured to support outbound local and long distance dialing while the interface on the PBX is configured to route the received outbound calls.
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18 Legacy Integration  SMDI Protocol Support Assign each system a System ID to identify the remote site location For more information on AMIS systems, see the ShoreTel System Administration Guide. SMDI Protocol Support The ShoreTel product supports the SMDI protocol, enabling seamless integration of ShoreTel equipment with legacy phone systems and enabling a smooth migration toward an all-IP telephony solution.
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SMDI Protocol Support Legacy Integration Figure 59 shows the ShoreTel system providing PBX services and the legacy equipment providing voice mail services. Figure 59: External Voice Mail with ShoreTel as PBX Figure 60 shows the legacy system providing PBX services and the ShoreTel equipment providing voice mail services. ShoreTel 14.
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18 Legacy Integration SMDI Protocol Support Figure 60: ShoreTel Voice Mail with legacy PBX Details  Figure 60 shows a ShoreTel Voice Switch connected to a legacy PBX through several analog trunks. These phone lines carry voice information from the PBX to the voice mail server. Signaling information is carried out-of-band on the separate serial line, which is shown near the bottom of the illustration.  A ShoreTel voice mail server is connected through a serial cable to a PBX link device.
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Configuring Legacy Voice Mail Integration Using SMDI  Logical Terminal number (terminal identifier): 1-9999  Call type (All, Busy, Direct, No Answer, Unknown)  Called party  Calling party Legacy Integration The SMDI MWI protocol transmits the following information from the legacy voice mail system to the ShoreTel system:  Message waiting indication control  Extension  On/Off indication Configuring Legacy Voice Mail Integration Using SMDI As mentioned before, there are two modes of ope
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18 Legacy Integration Configuring Legacy Voice Mail Integration Using SMDI  Parity  Stop bits  Flow control Configuring COM Port Communication 1. From the Start menu on the Windows server connected to the legacy voice mail server, select Settings, and then Control Panel. 2. In the Control Panel, open the Computer Management folder. 3. Open the Device Manager. 4. From the right pane in the window, expand the item Ports (COM & LTP). 5.
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Configuring Legacy Voice Mail Integration Using SMDI  Legacy Integration Assign a physical port to each extension in Director. Configure the extensions to forward to the Backup Auto Attendant on no answer or busy. Configuring the ShoreTel Server Follow these steps to set up communication between ShoreTel Director and the legacy voice mail server. Setting up ShoreTel Director to Communicate with the Legacy Voice Mail Server 1. From ShoreTel Director, click Servers in the navigation frame. 2.
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18 Legacy Integration Configuring Legacy Voice Mail Integration Using SMDI Table 73: Digit Translation Mapping Extension Mapping Digit Translation Table ShoreTel Legacy Original Digits Replacement Digits 5xx 65xx 5 65 3xx 73xx 3 73 2xx 83xx 2 83 Table 74 shows a digit translation table mapping longer ShoreTel extensions to shorter legacy system extensions. For example, ShoreTel extensions in the range of 75xx will be in sent.
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Configuring Legacy Voice Mail Integration Using SMDI Legacy Integration Figure 61: Mixed Extension Length SMDI Integration Creating a Digit Translation Table 1. Launch ShoreTel Director and enter the user ID and password. 2. Click Administration > System Parameters. 3. Click Digit Translation Tables. 4. Click the New button. 5. Enter a name in the Name field and click Save to store your digit translation table. 6. Click the New button again to display the Digit Translation window, as shown in Figure 62.
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18 Legacy Integration Configuring Legacy Voice Mail Integration Using SMDI Figure 62: Leave Original Digits blank to add a digit to all legacy extensions Next, you must select the digit translation mapping that you just created at the server. 7. Click the Application Servers link and click on the name of the ShoreTel server that will be handling the digit translation. 8.
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Configuring Legacy Voice Mail Integration Using SMDI Legacy Integration Figure 63: Enabling digit translation for MWI and call data, and flash routing 12. Click the Save button to store your changes. Setting Up the User Group in ShoreTel Director Follow these steps to set up a user group for those users who will have their voice mail re-directed to the legacy voice mail system. 1. Open ShoreTel Director. 2. From the navigation frame, click Users > User Groups. 3.
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18 Legacy Integration Configuring ShoreTel Voice Mail Integration Using SMDI Configuring ShoreTel Voice Mail Integration Using SMDI As mentioned before, there are two modes of operation with respect to integrating a ShoreTel system and a legacy system:  External Voice Mail Configuration — In this configuration, the legacy system provides voice mail services while the ShoreTel system acts as PBX for users.
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Configuring ShoreTel Voice Mail Integration Using SMDI Legacy Integration Figure 64: Creating a trunk group 7. Enter a voice mail extension in the Inbound Destination field to direct inbound calls to the ShoreTel Auto Attendant system. 8. Click the Save button to store your changes. Creating Trunks After creating the trunk group, the next step is to create one or more trunk lines representing each data connection between the ShoreTel Voice Switch and the legacy PBX.
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18 Legacy Integration Configuring ShoreTel Voice Mail Integration Using SMDI Figure 65: Creating a trunk line 5. In the Number field, enter the Logical Terminal Number (LTN). This value can range from 1 to 9999. For many systems the extension number of the port is used. The LTN identifies the port the PBX will use to send the call to the ShoreTel voice mail system. It is very important that the LTN match what the PBX will send. You must check with your PBX vendor to determine what will be sent. 6.
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Configuring ShoreTel Voice Mail Integration Using SMDI Legacy Integration Figure 66: Configuring ShoreTel voice mail server 4. In the Trunk Group drop-down menu, select the name of the SMDI trunk group that you created earlier. This tells the server the name of the trunk group from which it should expect to receive voice mail calls. 5.
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18 Legacy Integration Configuring ShoreTel Voice Mail Integration Using SMDI 456 and the number of SMDI digits is set to 7, extension 0000456 will be sent. If no padding is desired the number of digits should be set to 2. In the above example with the number of SMDI digits set to 2 only 456 will be sent. 8. The translation table is optional and can be left as is for now. We will be returning to the related topic of digit translation tables later. 9. Click the Save button to store your changes.
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Configuring ShoreTel Voice Mail Integration Using SMDI Legacy Integration 3. In the Simplified Message Desk Interface Mode drop-down window, select ShoreTel Voice Mail from the list. 4. Click the Save button to store your changes. Adding an Individual User After creating the user group, you can create user profiles for the legacy PBX users. 1. With ShoreTel Director still open, click the Users link to expand the list. 2. Click the Individual Users link. 3.
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18 Legacy Integration Configuring ShoreTel Voice Mail Integration Using SMDI 8. Click the Save button to store your changes. Configuring the Serial Connection The ShoreTel voice mail system will only support one serial link per application server. To support another legacy PBX, you will need another ShoreTel distributed application server. A serial cable, such as a null modem, should be used to connect the legacy PBX to one of the COM ports of the ShoreTel server.
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System Requirements Legacy Integration destination of the calls being forwarded to the voice mail system. This information is then communicated to the voice mail system on an RS-232 serial link using the industry standard Centrex SMDI protocol. The PBXLink is compatible with SMDI-compatible voice mail systems.
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18 Legacy Integration Connection Cable If PRI is used in the integration interface, the legacy PBX must emulate the CO or support Network Side PRI. Connection Cable Special Considerations — Nortel PBX When integrating with a Nortel Meridian PBX, a T1 connection must be used since the legacy system does not support Network Side PRI.
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Trunk Configuration Legacy Integration Table 76: Service Configuration Requirements Desired Service Required Configuration Extension-to-Extension Calling Enable inbound services on the trunk. Direct inbound calls using extension routing to the ShoreTel extensions. Enable off-system extensions. Define off-system extension range to match extensions on the remote PBX. Inbound Trunks on Remote PBX Enable inbound services on the trunk.
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18 Legacy Integration Creating a New Trunk Group Creating a New Trunk Group 1. In the ShoreTel Director, select Trunk Groups from the navigation frame to open the Trunk Groups list page. 2. Select the site where the trunk will be integrated and the type of trunk to configure — Digital Wink Start for T1 or PRI for PRI — and select Go. The new trunk group is created and the Trunk Group Edit page appears. 3. Click Save to store the trunk group configuration changes.
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Configuring an Outbound Call Routing via the Remote PBX Legacy Integration 6. As needed, configure the local prefixes and pre-pend digits to match the tie trunk and the required dialing for the PSTN connection to your legacy PBX. For additional information on trunk configuration and information on configuration options, refer to the ShoreTel System Administration Guide. ShoreTel 14.
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18 Legacy Integration 358 Planning and Installation Guide Configuring an Outbound Call Routing via the Remote PBX ShoreTel 14.
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CHAPTER 19. Cut-Over This chapter provides the requirements and other information for implementing the cut-over from your existing telephone system to the ShoreTel system. The topics discussed in this chapter include the following: Cut-Over Requirements .......................................................................................... 360 Cut-Over Worksheet ............................................................................................... 360 New Trunks...............................
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19 Cut-Over Cut-Over Requirements Cut-Over Requirements As cut-over approaches, you should review and confirm your plan, assemble the cut-over tools, and line up resources to support the cut-over. Cut-Over Worksheet The cut-over worksheet is used by the installer during the cut-over to move all end-users from the old system to the new. It is extremely important that the cut-over worksheet be prepared before the cutover begins.
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Basic Cut-Over Checklist Cut-Over Basic Cut-Over Checklist Table 78: Basic Cut-Over Checklist Description Completed Secure the telephone company’s contact names, telephone numbers, and pager numbers for testing. Set up a command center to support cut-over activities. Ensure that copies of the floor plans and cut-over worksheets are available. Secure access to building and office areas that require ShoreTel voice switch telephones.
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19 Cut-Over Cut-Over of Remaining Devices When all of the trunks have been tested, have the telephone company’s tester open the trunk group, and allow the callers to use the new trunks. Cut-Over of Remaining Devices Use the following checklist to test each new end-user device that is being installed. Table 80: Remaining Devices Cutover List Description Completed Place an internal call from the new device. Place an external call from the new device. If applicable, place a DID call.
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Cut-Over Worksheet Cut-Over Cut-Over Worksheet Table 81: Cutover Worksheet Name ShoreTel 14.
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19 Cut-Over 364 Planning and Installation Guide Cut-Over Worksheet ShoreTel 14.
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CHAPTER 20. Training ShoreTel QuickStart is a virtual training program that is revolutionizing the way people learn to operate the ShoreTel system. QuickStart is an innovative, no-hassle approach to preparing system administrators, operators, and users for their ShoreTel implementation. It contains the following information: Overview ................................................................................................................. 366 Recommendations .......................................
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20 Training Overview Overview ShoreTel is committed to ensuring that our customers have the tools and knowledge base they need to take full advantage of the new era of communication convergence. ShoreTel QuickStart fulfills that commitment. All the courses available through ShoreTel QuickStart are provided online for your convenience. Some instruction modules include simple interactive tutorials that introduce you to basic features and configurations of your new ShoreTel system.
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Operator Training Training in ShoreTel Communicator. Users learn how to install the client, answer calls, transfer calls, make conference calls, and access voice mail. A sound card and loudspeakers are helpful but not necessary for a user to take the course. Operator Training Operators, receptionists, and administrative assistants have special needs and responsibilities.
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20 Training System Administrator Training The training covers these topics:  Answering, transferring, and conferencing calls  Accessing voice mail  Using toolbar shortcuts  Monitoring agent extensions  Monitoring calls in the queue  Call routing and call distribution  Call handling modes Class participants are able to experience a live ShoreTel system and ask questions of the instructor.
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APPENDIX A. International Planning and Installation This chapter provides information about voice switches, operating systems, and features that are supported when the ShoreTel system operates outside the United States of America. The topics in this appendix include: Software and Feature Support ................................................................................ 370 Language Packs .....................................................................................................
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A International Planning and Installation Software and Feature Support Software and Feature Support For information about our worldwide support for software and features, contact a ShoreTel Sales Partner or refer to the ShoreTel Country Availability Web page at: http://www.shoretel.
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Language Options  International Planning and Installation Edit Workgroup: The Edit Workgroup page, shown in Figure 70, specifies the language that the system uses for playing prompts to inbound callers. To access the Edit Workgroup page, select Administration > Workgroups from the main menu, then click on the name of the desired site.
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A International Planning and Installation  Analog Telephones, Tones, Cadences, and Impedances Edit User: The Edit User page, shown in Figure 72, specifies the language prompts used for the user’s telephone interface and voicemail prompts. To access the Edit User page, select Administration > Users > Individual Users from the main menu, then click on the name of the desired user.
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Dialing Plan Considerations International Planning and Installation Dialing Plan Considerations When planning a global voice network, remember that the ShoreTel system is a single image system and that you must consider all countries and locations when designing the international dialing plan. The ShoreTel system can match the dialing plan requirements of the local service provider for the supported countries.
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A International Planning and Installation DID Numbers Each site can have a maximum of ten emergency numbers to accommodate locations where multiple emergency service numbers are required. For more information about emergency numbers, see the appendix in the ShoreTel System Administration Guide about emergency 911 operations. DID Numbers DID numbers are related to the trunk group in which they are associated. You should strive to match the last digits of the DID number to the user’s extension number.
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Carrier Codes International Planning and Installation Using the Singapore example: if a trunk access code is 9 and the ShoreTel user with international calling permission initiates a call to India, the number sequence is as follows: 9 01 91 As of the current release, six countries use this code function. Table 82 lists the carrier code and application for the countries that use them. Table 82: Carrier Code by Country ShoreTel 14.
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A International Planning and Installation Carrier Codes 376 ShoreTel 14.
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APPENDIX B. Regulatory and Safety Information This chapter provides detailed information regarding compliance of the ShoreTel system with the international regulatory bodies. The chapter also addresses safety as it relates to installation, operation, and regular use of the ShoreTel system. The topics discussed in this appendix include: Agency Approvals ................................................................................................... 378 EMC Compliance Statements (SG-8/12/24 and T1) ....
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B Regulatory and Safety Information Agency Approvals Agency Approvals Table 83: Agency Approvals Category Regulatory Compliance / Agency Approval EMC EN 55022 Class A (SG-12, SG-8, SG-24, SG-T1) EN 55022 Class B/Class A (SG-E1) FCC Part 15 Class A (SG-12, SG-8, SG-24, SG-T1) EN 55024:1998 including amendments A1:2001 and A2:2003 (SG-24, SG-E1) Electrical Safety FCC Part 68 for SG-24, SG-T1 IEC 60950:1999 3rd ed.
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EMC Compliance Statements (SG-8/12/24 and T1) Regulatory and Safety Information Table 83: Agency Approvals(Continued) Category Regulatory Compliance / Agency Approval ETSI TS 103 021-3 V1.2 (2003-09) SG-8, SG-12, SG-24 ETSI TBR4 Nov. 1995 SG-E1 ETSI TBR4/A1 Dec. 1997 SG-E1 ETSI TS 102 119 V.1.1.1 Aug. 2001 SG-E1 Bellcore GR-499-CORE, issue 2, Dec.
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B Regulatory and Safety Information Canada Canada This Class A digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada. Restricted Access Location This product is intended to be installed only in a RESTRICTED ACCESS LOCATION.
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Electrical Safety Regulatory and Safety Information  Never push objects of any kind into this product through openings, as they may touch dangerous voltage points or short out parts, which could result in the risk of fire or electrical shock.  Do not open the cabinet, as there are high voltage components inside. Refer servicing to qualified service personnel.  Do not attach the power supply cord to building surfaces.
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B Regulatory and Safety Information 382 Planning and Installation Guide Electrical Safety ShoreTel 14.
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APPENDIX Installing Communicator on Citrix and Windows Servers C. This appendix describes how to install ShoreTel Communicator for Windows on Citrix and Windows servers. It contains the following information: Note In Windows Server 2008 and Windows Server 2008 R2, Windows Terminal Services is known as Remote Terminal Services. Overview ................................................................................................................. 384 XenApp Support Considerations.........................
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C Installing Communicator on Citrix and Windows Servers Overview Overview You can install ShoreTel Communicator for Windows on Citrix XenApp and Windows Terminal Servers to provide ShoreTel Communicator functionality to Terminal Services clients. ShoreTel Communicator for Windows on Citrix XenApp supports desktop and published modes in standard environments, but does not support isolation environments.
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Citrix XenApp Restrictions Installing Communicator on Citrix and Windows Servers Citrix XenApp Restrictions ShoreTel Communicator for Windows does not support the following XenApp operations:  Streaming mode  Application Isolation Environment (AIE)  Virtual deployment  XenDesktop The following ShoreTel Communicator for Windows features are not supported in the Citrix XenApp environment:  SoftPhone  Video  Docking in Seamless Mode (Docked Top, Docked Bottom, Docked Left, Docked Right)
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C Installing Communicator on Citrix and Windows ServersPreliminary Steps for Upgrading ShoreTel Communicator on 64-bit Plat-  Windows Server 2012 Standard and Data Center  XenApp 6.0 on Windows Server 2008 R2  XenApp 6.5 on Windows Server 2008 R2 Preliminary Steps for Upgrading ShoreTel Communicator on 64-bit Platforms ShoreTel Communicator for Windows requires .NET Framework version 3.5 or higher on 64-bit Windows Terminal Services platforms. ShoreTel does not ship the .
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Using Third-Party Applications with ShoreTel Communicator on a Citrix or Terminal ServerInstalling Communicator on Citrix and Note On 64-bit systems, the installation process places files in this folder by default: C:\Program Files (x86)\Shoreline Communications\ShoreWare Client On 32-bit systems, the installation process places files in this folder by default: C:\Program Files\Shoreline Communications\ShoreWare Client Figure 73: ShoreTel Communicator Install Page for Windows Using Third-Party Applicatio
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C Installing Communicator on Citrix and Windows Servers Installing ShoreTel Telephony Interface (STI) on a Citrix or Terminal This feature supports contact import, voice mail, conference scheduling, call handling mode, and Outlook presence. Note You must install Microsoft Outlook prior to installing ShoreTel Communicator. 1. Log on to the Citrix XenApp server for the desired individual user. Note ShoreTel supports Citrix XenApp 6.0 and 6.5.
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Installing ShoreTel Telephony Interface (STI) on a Citrix or Terminal ServerInstalling Communicator on Citrix and Windows Serv- Note If this is the first time this option is activated, another dialog box is opened first, requiring outbound dialing information. 6. Click Advanced. 7. Remove all ShoreTel providers. 8. Click OK. The changes are saved and the dialog closes. 9. On the terminal server, click Start > Run. 10. Type cmd, then click OK. The Command Prompt appears, as shown in Figure 74. 11.
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C Installing Communicator on Citrix and Windows Servers Installing ShoreTel Telephony Interface (STI) on a Citrix or Terminal Figure 74: TSPInstall Command Line Figure 75: ShoreTel Remote TSP Dialog Box 390 Planning and Installation Guide ShoreTel 14.
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APPENDIX D. Session Initiation Protocol This chapter provides information about the Session Initiation Protocol (SIP). You should refer to this chapter for help in planning a SIP deployment on your ShoreTel system. Note For SIP configuration steps and other SIP details, see the “Session Initiation Protocol (SIP)” chapter in the ShoreTel System Administration Guide. The topics discussed in this appendix include: Overview .....................................................................................
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D Session Initiation Protocol Overview Overview The protocol, which works at the application layer, allows users to initiate interactive sessions between any network devices that support the protocol. SIP is capable of initiating or terminating Internet telephony calls and other multimedia applications such as video or gaming. The protocol is based on a client-server model. With support for redirection services, networked users can initiate a call or receive a call, regardless of their physical location.
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DTMF Session Initiation Protocol  An individual SIP trunk must be provisioned for each call to the SIP device (including conferencein or transferred calls). Thus, static SIP trunks must be provisioned with additional trunks in line with the highest anticipated number of such calls. DTMF ShoreTel supports RFC2833 (DTMF) for users calling over SIP trunks regardless of the negotiated voice codec.
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D Session Initiation Protocol Additional Configuration Considerations Additional Configuration Considerations 394  Overlapping number plans are not allowed between two systems tied with SIP trunks unless digit translation is used.  When translating digits between two ShoreTel systems tied with SIP trunks, even system extensions like VM, AA should be properly translated.  Multiple trunks (SIP and non-SIP trunks) can be created or deleted at one time.
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APPENDIX Reverse Proxy Servers for ShoreTel Communicator on iPhone E. ShoreTel Communicator for iPhone can communicate with the ShoreTel UC system via the cellular data network or WIFI. A VPN connection must be used unless the system uses a configured reverse proxy server. Topics discussed in this appendix include: Overview ................................................................................................................. 396 Reverse Proxy Settings............................................
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone Overview Overview The data transmitted through the server is not encrypted by default. An option to configure secure communication using SSL is available, and requires an additional reverse proxy server. A VPN connection is not required in this configuration. To fully set up a reverse proxy you need an Apache server version 2.2 or higher, and an SSL certificate from a root certificate authority.
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Reverse Proxy Settings Reverse Proxy Servers for ShoreTel Communicator on iPhone Each user must provision ShoreTel Communicator for iPhone with the appropriate reverse proxy IP address/port. For example:  User 1 is on HQ at 10.0.0.1  User 2 is on DVS at 10.0.0.2  Reverse proxy is 10.0.0.64 (64.0.0.1 internally) using ports 5500 and 5501. Reverse proxy for User 1 is on HQ could be configured by the administrator:  10.0.0.64:5500/authenticate mapped to 10.0.0.1:80  10.0.0.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone Example Reverse Proxy Configuration on a Linux Server Note The reverse proxy configuration uses SSL. A valid SSL certificate signed by a root certificate authority, such as Verisign, must be installed on the reverse proxy server for communication over SSL to be secure. Example Reverse Proxy Configuration on a Linux Server The following script example illustrates how to configure a Linux server to provide reverse proxy for Apache 2.
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Example Reverse Proxy Configuration on a Linux Server Reverse Proxy Servers for ShoreTel Communicator on iPhone RewriteEngine on # uncomment the logging for problem trace only # RewriteLog “logs/ciproxy.localhost-rewrite.log” # RewriteLogLevel 3 # NOTE the rewrite rules have a proxy redirect RewriteRule ^/theme/(.+)$ /director2/theme/$1 [P] RewriteRule ^/yui_2.7.0/(.+)$ /director2/yui_2.7.0/$1 [P] RewriteRule ^/js/(.+)$ /director2/js/$1 [P] ProxyPass /authenticate/ http://10.0.0.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone Example Reverse Proxy Configuration on a Linux Server # Server Certificate Chain: # Point SSLCertificateChainFile at a file containing the # concatenation of PEM encoded CA certificates which form the # certificate chain for the server certificate. Alternatively # the referenced file can be the same as SSLCertificateFile # when the CA certificates are directly appended to the server # certificate for convenience.
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Example Reverse Proxy Configuration on a Linux Server Reverse Proxy Servers for ShoreTel Communicator on iPhone # SSL Engine Options: # Set various options for the SSL engine. # o FakeBasicAuth: # Translate the client X.509 into a Basic Authorisation. This means that # the standard Auth/DBMAuth methods can be used for access control. The # user name is the `one line' version of the client's X.509 certificate. # Note that no password is obtained from the user.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone Example Reverse Proxy Configuration on a Microsoft Windows # works correctly. # Notice: Most problems of broken clients are also related to the HTTP # keep-alive facility, so you usually additionally want to disable # keep-alive for those clients, too. Use variable “nokeepalive” for this. # Similarly, one has to force some clients to use HTTP/1.0 to workaround # their broken HTTP/1.1 implementation. Use variables “downgrade-1.
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About the Security Certificate  Reverse Proxy Servers for ShoreTel Communicator on iPhone Copy the Httpd-vhosts.conf fild from the %Apache Software Foundation\Apache2.2\conf\extra folder and place it in the %\Apache Software foundation\Apache2.2\conf folder. This will be where the system will look for the required config files.  Copy the certificate files that you get from the certificate authority to the % \Apache Software Foundation\Apache2.2\conf folder.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone About the Security Certificate Identifying Apache SSL Certificates SSL certificates for Apache usually use the PEM format and have one of the following extensions:  .pem  .crt  .cer  .key This format is a Base64 encoded ASCIIfile. Converting a PFX Certificate to a PEM Certificate This section describes a process you can use to convert the format an SSL certificate for Windows uses to a format the Apache server can use.
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Example Script Reverse Proxy Servers for ShoreTel Communicator on iPhone Example Script This section describes how to configure the Windows server. The certificate files used in this example include following:  Server.crt — This is the actual certificate.  NetworkSolutions_CA.crt — This is the intermediate certificate provided by NetworkSolutions. This certificate is optional and not all certificate providers provide this certificate.  Server.key — This is the private key.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone Example Script NameVirtualHost *:5500 RewriteEngine on RewriteLog "logs/devnosproxy.localhost-rewrite.log" RewriteLogLevel 3 RewriteRule ^/theme/(.+)$ /director2/theme/$1 [P] RewriteRule ^/yui_2.7.0/(.+)$ /director2/yui_2.7.0/$1 [P] RewriteRule ^/js/(.+)$ /director2/js/$1 [P] ProxyPass /authenticate/ http://10.0.0.1/ ProxyPassReverse /authenticate/ http://10.0.0.1/ ProxyPass /cas/ http://10.0.0.
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Example Script Reverse Proxy Servers for ShoreTel Communicator on iPhone # Server Certificate Chain: # Point SSLCertificateChainFile at a file containing the # concatenation of PEM encoded CA certificates which form the # certificate chain for the server certificate. Alternatively # the referenced file can be the same as SSLCertificateFile # when the CA certificates are directly appended to the server # certificate for convenience. # SSLCertificateChainFile "C:/Apache Software Foundation/Apache2.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone Example Script # and %{SSL_CLIENT_S_DN_OU} in {"Staff", "CA", "Dev"} \ # and %{TIME_WDAY} >= 1 and %{TIME_WDAY} <= 5 \ # and %{TIME_HOUR} >= 8 and %{TIME_HOUR} <= 20 ) \ # or %{REMOTE_ADDR} =~ m/^192\.76\.162\.[0-9]+$/ # # SSL Engine Options: # Set various options for the SSL engine. # o FakeBasicAuth: # Translate the client X.509 into a Basic Authorisation.
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Checklist Reverse Proxy Servers for ShoreTel Communicator on iPhone # o ssl-accurate-shutdown: # This forces an accurate shutdown when the connection is closed, i.e. a # SSL close notify alert is send and mod_ssl waits for the close notify # alert of the client. This is 100% SSL/TLS standard compliant, but in # practice often causes hanging connections with brain-dead browsers. Use # this only for browsers where you know that their SSL implementation # works correctly.
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E Reverse Proxy Servers for ShoreTel Communicator on iPhone 410 Checklist  Follow the instructions given to prepare the httpd.conf and the httpd-vhosts.conf files.  Test. Planning and Installation Guide ShoreTel 14.
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APPENDIX F. ShoreTel Voice Switches This appendix describes the ShoreTel voice switches. It contains the following information: Overview ................................................................................................................. 413 Switch Models ......................................................................................................... 413 ShoreTel 1-U Half Width Voice Switches ................................................................
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F ShoreTel Voice Switches ShoreTel 24A Voice Switch............................................................................... 471 ShoreTel 60 Voice Switch ................................................................................. 475 ShoreTel-T1 and ShoreTel E1 Voice Switches ................................................. 483 Specification – IPBX Switches ................................................................................ 486 IPBX-24 Voice Switch ...............................
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Overview ShoreTel Voice Switches Overview Switch model numbers are located on the rear panel, as shown in Figure 78. Figure 78: Switch Model Number Label Switch Models The classification of ShoreTel Voice Switch models is in three switch families that depend on the chassis type of the switch:  1-U Half Width Switches  1-U Full Width Switches  IPBX Switches The following is a brief description of each switch family.
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F ShoreTel Voice Switches  ShoreTel 30BRI (SG 30BRI)  ShoreTel 50 (SG 50)  ShoreTel 90 (SG 90)  ShoreTel 90BRI (SG 90BRI)  ShoreTel 220T1 (SG 220T1)  ShoreTel 220T1A (SG 220T1A)  ShoreTel T1k (SG T1k)  ShoreTel 220E1 (SG 220E1)  ShoreTel E1k (SG E1k) ShoreTel Voicemail Model Voice Switches ShoreTel Voicemail Model Voice Switches Voicemail Model Switches are ShoreTel switches that provide voicemail services and access to auto attendant menus for extensions hosted by the switch.
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ShoreTel Voicemail Model Voice Switches   ShoreTel Voice Switches SG90V – Maximum of 9 Voicemail calls per switch  G711 calls: 9  G729 calls: 4 SG90BRIV – Maximum of 9 Voicemail calls per switch  G711 calls: 9  G729 calls: 4 Call Load Voicemail Model Switches call load capacity is as follows:  5400 BHCC when supporting 90 MGCP IP Phones or 90 SIP Trunks  3600 BHCC when supporting 90 SIP IP Phones or 90 SIP Trunks Compact Flash Memory Voicemail Model switches store voicemail and Auto
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F ShoreTel Voice Switches ShoreTel 1-U Full Width Voice Switches ShoreTel 1-U Full Width Voice Switches The ShoreTel 1-U Full Width Switch family includes three models that support analog, IP, SIP, T1, and E1 voice data streams. Full width switch models can be stacked or mounted directly into a standard 19-inch equipment rack. These switches are all 1 RU and have an RJ21X connector for connection to analog phones and trunks.
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ShoreTel 90 Voice Switch ShoreTel Voice Switches Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector Power LED Network LEDs LAN 2 Connector Default Switch RS-232C Maintentance Port RJ-21X Telco Port Audio Output Port (night bell) Figure 79: ShoreTel 90 Front Plate Switch Capacity   Analog Circuit Resources  Ports 1-8: Eight Loop Start Trunks  Ports 9-12: Four Extensions or DID Trunks. A single command configures all ports as either Extensions or DID trunks.
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F ShoreTel Voice Switches ShoreTel 90 Voice Switch  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. 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.
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ShoreTel 90 Voice Switch ShoreTel Voice Switches Status LED The ShoreTel 90 has one status LED to provide general information about the ports. The color and blink pattern of the LED indicate the port function:    Status LED (Green)  When on steady, no ports are handling active calls.  When flashing fast, at least one port is handling an active call. Status LED (Yellow)  When on steady, no ports are handling active calls and at least one port is out of service.
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F ShoreTel Voice Switches ShoreTel 90BRI Voice Switch Table 84: ShoreTel 90 RJ-21X Telephone and Trunk Connector (Continued) Port Type 3 Trunk Ring Tip Pin # Cable Color Pin # Cable Color 5 Slate/White 30 White/Slate 6 Blue/Red 31 Red/Blue 7 Orange/Red 32 Red/Orange 8 Green/Red 33 Red/Green 9 Brown/Red 34 Red/Brown 10 Slate/Red 35 Red/Slate 11 Blue/Black 36 Black/Blue 12 Orange/Black 37 Black/Orange 13 Green/Black 38 Black/Green 14 Brown/Black 39 Black/Bro
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ShoreTel 90BRI Voice Switch ShoreTel Voice Switches Audio Input Port (music on hold) Status LED RS-232C Maintentance BRI Port LEDs BRI Ports BRI LEDs Default Switch Power LED Network LEDs Network LEDs LAN Connectors BRI Ports RJ-21X Telco Port Audio Output Port (night bell) Figure 80: ShoreTel 90BRI Front Plate Switch Capacity  Analog Circuit Resources   Ports 9-12: Extensions Digital Circuit Resources  Four BRI Spans, each comprising two channels: Eight channels maximum  Make Me
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F ShoreTel Voice Switches ShoreTel 90BRI Voice Switch  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. 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.
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ShoreTel 90BRI Voice Switch ShoreTel Voice Switches Status LED The ShoreTel 90BRI has one status LED to provide general information about the ports. The color and blink pattern of the LED indicate the port function:    Status LED (Green)  When on steady, no ports are handling active calls.  When flashing fast (100 msec on/off), at least one port is handling an active call. Status LED (Yellow)  When on steady, no ports are handling active calls and at least one port is out of service.
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F ShoreTel Voice Switches ShoreTel 90BRI Voice Switch ShoreTel 90BRI RJ-21X Telephone and Trunk Connector Table 85 lists the RJ-21X Ring and Tip pin numbers for the SG 90BRI.
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ShoreTel 50 Voice Switch ShoreTel Voice Switches ShoreTel 50 Voice Switch The following sections describe ShoreTel 50 resource capacity, LED behavior, and connectors. The ShoreTel 50 is not supported in installations outside the U.S. and Canada. Figure 81 displays the ShoreTel 50 front plate.
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F ShoreTel Voice Switches  ShoreTel 50 Voice Switch 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.
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ShoreTel 50 Voice Switch ShoreTel Voice Switches  When green, the switch is connected to a 100BaseT network.  When off, the switch is connected to a 10BaseT network. Status LED The ShoreTel 50 has one status LED to provide general information about the ports. The color and blink pattern of the LED indicate the port function:    Status LED (Green)  When on steady, no ports are handling active calls.  When flashing fast, at least one port is handling an active call.
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F ShoreTel Voice Switches ShoreTel 50 Voice Switch ShoreTel 50 RJ-21X Telephone and Trunk Connector Table 86 lists the RJ-21X Ring and Tip pin numbers for the SG 50.
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ShoreTel 30 Voice Switch ShoreTel Voice Switches ShoreTel 30 Voice Switch The following sections describe ShoreTel 30 resource capacity, LED behavior, and connectors. The ShoreTel 30 is not supported in installations outside the U.S. and Canada. Figure 82 displays the ShoreTel 30 front plate.
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F ShoreTel Voice Switches  ShoreTel 30 Voice Switch 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.
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ShoreTel 30 Voice Switch  ShoreTel Voice Switches 100M  When green, the switch is connected to a 100BaseT network.  When off, the switch is connected to a 10BaseT network. Status LED The ShoreTel 30 has one status LED to provide general information about the ports. The color and blink pattern of the LED indicate the port function:    Status LED (Green)  When on steady, no ports are handling active calls.  When flashing fast, at least one port is handling an active call.
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F ShoreTel Voice Switches ShoreTel 30 Voice Switch ShoreTel 30 RJ-21X Telephone and Trunk Connector Table 87 lists the RJ-21X Ring and Tip pin numbers for the SG 30.
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ShoreTel 30BRI Voice Switch ShoreTel Voice Switches ShoreTel 30BRI Voice Switch The following sections describe ShoreTel 30BRI resource capacity, LED behavior, and connectors. Figure 83 displays the ShoreTel 30BRI front plate.
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F ShoreTel Voice Switches  Off: The switch has no power.  Flashing: ShoreTel 30BRI Voice Switch  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.
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ShoreTel 30BRI Voice Switch  ShoreTel Voice Switches 100M  When green, the switch is connected to a 100BaseT network.  When off, the switch is connected to a 10BaseT network. Status LED The ShoreTel 30BRI has one status LED to provide general information about the ports. The color and blink pattern of the LED indicate the port function:    Status LED (Green)  When on steady, no ports are handling active calls.
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F ShoreTel Voice Switches ShoreTel 30BRI Voice Switch  1 RJ-21X male connector for mass termination of the telephone/trunk ports  4 RJ-45 T1 telco port ShoreTel 30BRI RJ-21X Telephone and Trunk Connector Table 88 lists the RJ-21X Ring and Tip pin numbers for the SG 30BRI.
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ShoreTel 220T1 Voice Switch ShoreTel Voice Switches ShoreTel 220T1 Voice Switch The following sections describe ShoreTel 220T1 resource capacity, LED behavior, and connectors. The ShoreTel 220T1 is not supported in installations outside the U.S. and Canada. Figure 84 displays the ShoreTel 220T1 front plate.
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F ShoreTel Voice Switches ShoreTel 220T1 Voice Switch  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. 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.
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ShoreTel 220T1 Voice Switch ShoreTel Voice Switches Status LED The ShoreTel 220T1 has one status LED to provide general information about the ports. The color and blink pattern of the LED indicate the port function:    Status LED (Green)  When on steady, no ports are handling active calls.  When flashing fast, at least one port is handling an active call. Status LED (Yellow)  When on steady, no ports are handling active calls and at least one port is out of service.
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F ShoreTel Voice Switches  ShoreTel 220T1A Voice Switch When off, the switch has no power. ShoreTel 220T1 Connectors The ShoreTel 220T1 voice switch contains the following components:  1 3.5 mm mono connector for audio input (music on hold)  1 3.
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ShoreTel 220T1A Voice Switch  Digital Circuit Resources: 24 channels maximum   One T1 circuit, 24 channels per circuit Make Me Conference Resource: Six ports   ShoreTel Voice Switches Ports 1-2, 9-12 Maximum IP Phone Resources: 220 devices  Analog Channel Reallocation: 30  Digital Channel Reallocation: 120  Built-in Resources: 70 LED Descriptions Power LED The ShoreTel 220T1A has one power LED, which indicates the following:  On: The switch is operating normally.
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F ShoreTel Voice Switches ShoreTel 220T1A Voice Switch Network LEDs The ShoreTel 220T1A network LEDs (LAN1 and LAN2) indicate the speed at which the switch is communicating with the network and whether there is network activity. When both LAN connectors are connected into a redundant network configuration, one network port is active while the other is in standby mode. If one LAN connection fails, the switch activates the other port.
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ShoreTel 220T1A Voice Switch ShoreTel Voice Switches Monitor and Telco LEDs The Monitor and Telco LEDs indicate line coding, network framing, and loopback status. These LEDs are color coded—green, yellow, and red. The Monitor and Telco LED descriptions follow. Telco and Monitor LED alarms and errors are logged as switch events in ShoreTel Director’s event log.   Line Coding: This LED indicates line coding status, as follows:  When green, the line coding signal is good.
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F ShoreTel Voice Switches ShoreTel-220E1 Voice Switch ShoreTel 220T1A RJ-21X Telephone and Trunk Connector Table 89 lists the RJ-21X Ring and Tip pin numbers for the SG 220T1AI.
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ShoreTel-220E1 Voice Switch ShoreTel Voice Switches Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector E1 LEDs Telco Port Default Switch Power LED Network LEDs Audio Output Port (night bell) RS-232C Maintentance Port LAN 2 Connector Monitor Port Figure 86: ShoreTel-220E1 Front Plate Switch Capacity  Digital Circuit Resources: 30 channels maximum  One E1 circuit, 30 channels per circuit  Make Me Conference Resource: none  Maximum IP Phone Resources: 220  Digita
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F ShoreTel Voice Switches ShoreTel-220E1 Voice Switch  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 ShoreTel server, and set the boot file to /tsk/vxworks.
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ShoreTel-220E1 Voice Switch   ShoreTel Voice Switches Status LED (Yellow)  When on steady, no ports are handling active calls and at least one port is out of service.  When flashing slow, the switch is not connected (or has lost connection) to a ShoreTel server.  When flashing fast, at least one port is handling an active call and at least one port is out of service. Off: No ports are assigned.
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F ShoreTel Voice Switches ShoreTel T1k Voice Switch  1 3.5 mm mono connector for audio output (overhead paging and night bell)  1 DB-9 female connector for maintenance  2 RJ-45 connectors for the LAN interface  1 RJ-45 T1 telco port  1 RJ-45 T1 monitor port for connecting test equipment ShoreTel T1k Voice Switch The following sections describe ShoreTel T1k resource capacity, LED behavior, and connectors. The ShoreTel T1k is not supported in installations outside the U.S. and Canada.
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ShoreTel T1k Voice Switch ShoreTel Voice Switches LED Descriptions Power LED The ShoreTel T1k has one 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 might be corrupted.
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F ShoreTel Voice Switches ShoreTel T1k Voice Switch  When flashing, network activity is detected.  When on (not flashing), the switch is connected to an Ethernet network.  When off, the switch cannot detect an Ethernet network. This LED is not directly related to any switch’s individual network activity. For example, if three switches are connected to the same hub and one switch’s Traffic LED shows activity, the other switches will indicate the same activity.
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ShoreTel E1k Voice Switch  ShoreTel Voice 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. A small number of frame-bit errors (>1 per million) have occurred; this state will take up to 10 minutes to clear.
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F ShoreTel Voice Switches ShoreTel E1k Voice Switch Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector E1 LEDs Telco Port Default Switch Power LED Network LEDs Audio Output Port (night bell) RS-232C Maintentance Port LAN 2 Connector Monitor Port Figure 88: ShoreTel E1k Front Plate Switch Capacity  Digital Circuit Resources: 30 channels maximum  One E1 circuit, 30 channels per circuit  Make Me Conference Resource: None  Maximum IP Phone Resources: None LED Desc
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ShoreTel E1k Voice Switch ShoreTel Voice 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 ShoreTel server, and set the boot file to /tsk/vxworks.
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F ShoreTel Voice Switches   ShoreTel E1k Voice Switch Status LED (Yellow)  When on steady, no ports are handling active calls and at least one port is out of service.  When flashing slow, the switch is not connected (or has lost connection) to a ShoreTel server.  When flashing fast, at least one port is handling an active call and at least one port is out of service. Off: No ports are assigned.
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Specifications – SG Voice Model Switches ShoreTel Voice Switches  1 DB-9 female connector for maintenance  2 RJ-45 connectors for the LAN interface  1 RJ-45 T1 telco port  1 RJ-45 T1 monitor port for connecting test equipment Specifications – SG Voice Model Switches ShoreTel 90V Voice Switch The following sections describe ShoreTel 90V resource capacity, LED behavior, and connectors. The ShoreTel 90V is not supported in installations outside the U.S. and Canada.
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F ShoreTel Voice Switches  ShoreTel 90V Voice Switch Maximum IP Phone Resources: 90 devices  Analog Port Reallocation: 60  Built-in Resources: 30 LED Descriptions Power LED The ShoreTel 90V has one 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.
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ShoreTel 90V Voice Switch ShoreTel Voice Switches 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), the switch is connected to an Ethernet network.  When off, the switch cannot detect an Ethernet network. This LED is not directly related to any switch’s individual network activity.
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F ShoreTel Voice Switches  ShoreTel 90V Voice Switch 1 RJ-21X male connector for mass termination of the telephone/trunk ports  Power Failure Transfer Unit: Trunk Port 1 to Extension Port 12  Backup Operator: Extension Port 12 ShoreTel 90V RJ-21X Telephone and Trunk Connector Table 90 lists the RJ-21X Ring and Tip pin numbers for the ShoreTel 90V.
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ShoreTel 90BRIV Voice Switch ShoreTel Voice Switches Table 90: ShoreTel 90V RJ-21X Telephone and Trunk Connector Pins(Continued) Ring Port Type Tip Pin # Cable Color Pin # Cable Color – 24 Brown/Violet 49 Violet/Brown – 25 Slate/Violet 50 Violet/Slate ShoreTel 90BRIV Voice Switch The following sections describe ShoreTel 90BRIV resource capacity, LED behavior, and connectors. Figure 90 displays the ShoreTel 90BRIV front plate.
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F ShoreTel Voice Switches ShoreTel 90BRIV Voice Switch LED Descriptions Power LED The ShoreTel 90BRIV has one 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 might be corrupted.
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ShoreTel 90BRIV Voice Switch ShoreTel Voice Switches  When on (not flashing), the switch is connected to an Ethernet network.  When off, the switch cannot detect an Ethernet network. This LED is not directly related to any switch’s individual network activity. For example, if three switches are connected to the same hub and one switch’s Traffic LED shows activity, the other switches will indicate the same activity.  100M  When green, the switch is connected to a 100BaseT network.
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F ShoreTel Voice Switches ShoreTel 90BRIV Voice Switch ShoreTel 90BRIV Connectors The ShoreTel 90BRIV voice switch contains the following components:  1 3.5 mm mono connector for audio input (music on hold)  1 3.
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ShoreTel 50V Voice Switch ShoreTel Voice Switches Table 91: ShoreTel 90BRIV RJ-21X Telephone and Trunk Connector Pins(Continued) Port Ring Type Tip Pin # Cable Color Pin # Cable Color 20 Slate/Yellow 45 Yellow/Slate 21 Blue/Violet 46 Violet/Blue 22 Orange/Violet 47 Violet/Orange 23 Green/Violet 48 Violet/Green – 24 Brown/Violet 49 Violet/Brown – 25 Slate/Violet 50 Violet/Slate – 11 Extension – 12 Extension ShoreTel 50V Voice Switch The following sections describe Shor
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F ShoreTel Voice Switches   ShoreTel 50V Voice Switch Ports 1-4, 11-12 Maximum IP Phone Resources: 50 devices  Analog Port Reallocation: 30  Built-in Resources: 20 LED Descriptions Power LED The ShoreTel 50V has one 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.
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ShoreTel 50V Voice Switch ShoreTel Voice Switches When both LAN connectors are connected into a redundant network configuration, one network port is active while the other is in standby mode. If one LAN connection fails, the switch activates the other port. 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.
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F ShoreTel Voice Switches ShoreTel 50V Voice Switch  1 DB-9 female connector for maintenance  2 RJ-45 connectors for the LAN interface  1 RJ-21X male connector for mass termination of the telephone/trunk ports  Power Failure Transfer Unit: Trunk Port 1 to Extension Port 12  Backup Operator: Extension Port 12 ShoreTel 50V RJ-21X Telephone and Trunk Connector Table 92 lists the RJ-21X Ring and Tip pin numbers for the SG 50V.
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Specification – SG 1U Full Width Switches ShoreTel Voice Switches Table 92: ShoreTel 50V RJ-21X Telephone and Trunk Connector Pins(Continued) Port Ring Type Tip Pin # Cable Color Pin # Cable Color – 24 Brown/Violet 49 Violet/Brown – 25 Slate/Violet 50 Violet/Slate Specification – SG 1U Full Width Switches ShoreTel 120 Voice Switch The following sections describe ShoreTel 120 resource capacity, LED behavior, and connectors. The ShoreTel 120 is not supported in installations outside the U.
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F ShoreTel Voice Switches  ShoreTel 120 Voice Switch Maximum IP Phone Resources: 120 devices  Analog Port Reallocation: 120 LED Descriptions Power LED The ShoreTel 120 has one 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.
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ShoreTel 120 Voice Switch ShoreTel Voice Switches 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.  When flashing with ring cadence, the telephone is ringing.  When flashing slowly, the telephone is off hook.  When flashing fast, the port is in use (call in progress).
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F ShoreTel Voice Switches ShoreTel 120 Voice Switch ShoreTel 120 Connectors The ShoreTel 120 voice switch contains the following components:  1 3.5 mm mono connector for audio input (music on hold)  1 3.
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ShoreTel 24A Voice Switch ShoreTel Voice Switches Table 93: ShoreTel 120 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type 17 Ring Tip Pin # Cable Color Pin # Cable Color Extension 17 Orange/Yellow 42 Yellow/Orange 18 Extension 18 Green/Yellow 43 Yellow/Green 19 Extension 19 Brown/Yellow 44 Yellow/Brown 20 Extension 20 Slate/Yellow 45 Yellow/Slate 21 Extension 21 Blue/Violet 46 Violet/Blue 22 Extension 22 Orange/Violet 47 Violet/Orange 23 Extension
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F ShoreTel Voice Switches  ShoreTel 24A Voice Switch Maximum IP Phone Resources: None LED Descriptions Power LED The ShoreTel 24A has one 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.
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ShoreTel 24A Voice Switch  ShoreTel Voice Switches  When on steady, the port is configured as a telephone port and the telephone is idle.  When flashing with ring cadence, the telephone is ringing.  When flashing slowly, the telephone is off hook.  When flashing fast, the port is in use (call in progress). Trunk Port LED (Yellow):  When on steady, the port is configured as a trunk port and the trunk is idle.  When flashing slowly, the trunk is off hook.
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F ShoreTel Voice Switches ShoreTel 24A Voice Switch ShoreTel 24A Connectors The ShoreTel 24A voice switch contains the following components:  1 3.5 mm mono connector for audio input (music on hold)  1 3.
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ShoreTel 60 Voice Switch ShoreTel Voice Switches Table 94: ShoreTel 24A RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type 20 Ring Tip Pin # Cable Color Pin # Cable Color Extension 20 Slate/Yellow 45 Yellow/Slate 21 Extension 21 Blue/Violet 46 Violet/Blue 22 Extension 22 Orange/Violet 47 Violet/Orange 23 Extension 23 Green/Violet 48 Violet/Green 24 Extension 24 Brown/Violet 49 Violet/Brown 25 Slate/Violet 50 Violet/Slate – ShoreTel 60 Voice Switch The
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F ShoreTel Voice Switches  Ports 1-12  Maximum IP Phone Resources: 60 devices  ShoreTel 60 Voice Switch Analog Port Reallocation: 60 LED Descriptions Power LED The ShoreTel 60 has one 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.
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ShoreTel 60 Voice Switch ShoreTel Voice Switches 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.  When flashing with ring cadence, the telephone is ringing.  When flashing slowly, the telephone is off hook.  When flashing fast, the port is in use (call in progress).
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F ShoreTel Voice Switches ShoreTel 60 Voice Switch ShoreTel 60 Connectors ShoreTel 60 voice switch contains the following components:  1 3.5 mm mono connector for audio input (music on hold)  1 3.
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ShoreTel 60 Voice Switch ShoreTel Voice Switches Table 95: ShoreTel 60 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Ring Type Tip Pin # Cable Color Pin # Cable Color – 17 Orange/Yellow 42 Yellow/Orange – 18 Green/Yellow 43 Yellow/Green – 19 Brown/Yellow 44 Yellow/Brown – 20 Slate/Yellow 45 Yellow/Slate – 21 Blue/Violet 46 Violet/Blue – 22 Orange/Violet 47 Violet/Orange – 23 Green/Violet 48 Violet/Green – 24 Brown/Violet 49 Violet/Brown – 25 Sl
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F ShoreTel Voice Switches   Ports 5-8: Four Extensions  Power Failure Transfer Unit: Trunk Port 4 to Extension Port 5 Make Me Conference Resource: eight ports   ShoreTel 60 Voice Switch Ports 1-8 Maximum IP Phone Resources: 40 devices  Analog Port Reallocation: 40 LED Descriptions Power LED The ShoreTel 40 has one power LED, which indicates the following: 480  On: The switch is operating normally.  Off: The switch has no power.
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ShoreTel 60 Voice Switch ShoreTel Voice Switches Switch Port LEDs The ShoreTel 40 has 8 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 not configured. The following describes the switch port LED behavior and meaning.
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F ShoreTel Voice Switches ShoreTel 60 Voice Switch This LED is not directly related to any switch’s individual network activity. For example, if three switches are connected to the same hub and one switch’s Traffic LED shows activity, the other switches will indicate the same activity.  100M  When green, the switch is connected to a 100BaseT network.  When off, the switch is connected to a 10BaseT network.
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ShoreTel-T1 and ShoreTel E1 Voice Switches ShoreTel Voice Switches Table 96: ShoreTel 40 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type 7 8 Ring Tip Pin # Cable Color Pin # Cable Color Extension 11 Blue/Black 36 Black/Blue Extension 12 Orange/Black 37 Black/Orange – 13 Green/Black 38 Black/Green – 14 Brown/Black 39 Black/Brown – 15 Slate/Black 40 Black/Slate – 16 Blue/Yellow 41 Yellow/Blue – 17 Orange/Yellow 42 Yellow/Orange – 18 Green/Yellow
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F ShoreTel Voice Switches ShoreTel-T1 and ShoreTel E1 Voice Switches The ShoreTel E1 provides higher-density trunking to the central office using PRI signaling. The ShoreTel E1 can also be used as a gateway to legacy PBX systems. Switch Capacity  Digital Circuit Resources  SG T1 – One T1 circuit, 24 channels per circuit: 24 channels maximum.  SG E1 – One T1 circuit, 30 channels per circuit: 30 channels maximum.
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ShoreTel-T1 and ShoreTel E1 Voice Switches ShoreTel Voice Switches Network LEDs The network LEDs (LAN1 and LAN2) 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:  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.
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F ShoreTel Voice Switches Specification – IPBX Switches  When red, the T1/E1 signal is out-of-frame (OOF). The received signal cannot be framed to the Extended Superframe (ESF) or D4 format.  When flashing red, loopback is active (local or CO).  When off, the switch has no power.
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IPBX-24 Voice Switch ShoreTel Voice Switches LED Descriptions Power LED The IPBX-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. 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.
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F ShoreTel Voice Switches   When flashing with ring cadence, the telephone is ringing.  When flashing slowly, the telephone is off hook.  When flashing fast, the port is in use (call in progress). IPBX-24 Voice Switch Trunk Port LED (Yellow)  When on steady, the port is configured as a trunk port and the trunk is idle.  When flashing slowly, the trunk is off hook.  When flashing fast, the trunk is in use (call in progress).  Port LED (Red): When on, the port is out of service.
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IPBX-24 Voice Switch ShoreTel Voice Switches  1 RJ-45 connector for the LAN interface  24 RJ-11 connectors for the trunk and telephone ports:   8 universal telephone/trunk ports (Ports 1 through 8)  16 telephone ports (Ports 9 through 24)  Power fail transfer (between Ports 8 and 9) 1 RJ-21X male connector for mass termination of the telephone/trunk ports IPBX-24 RJ-21X Telephone and Trunk Connector Table 97 lists the RJ-21X Ring and Tip pin numbers for the IPBX-24I.
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F ShoreTel Voice Switches IPBX-T1 and IPBX-E1 Voice Switch Table 97: IPBX-24 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type 22 Ring Tip Pin # Cable Color Pin # Cable Color Extension 22 Orange/Violet 47 Violet/Orange 23 Extension 23 Green/Violet 48 Violet/Green 24 Extension 24 Brown/Violet 49 Violet/Brown 25 Slate/Violet 50 Violet/Slate – IPBX-T1 and IPBX-E1 Voice Switch The IPBX-T1 (Figure 98) provides higher-density trunking to the central office using T1 o
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IPBX-T1 and IPBX-E1 Voice Switch ShoreTel Voice 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.
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F ShoreTel Voice Switches    IPBX-T1 and IPBX-E1 Voice Switch When off, the switch has no power. 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 CO.  When flashing yellow, the frame-bit error rate has exceeded its limits.  When flashing slow yellow, frame-bit errors (>1 per million) have occurred; this state will take up to 10 minutes to clear.
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APPENDIX G. Glossary A Administrator The office manager or IS professional responsible for installing and configuring the system. All Trunks Busy The situation in which a user tries to make an outside call through a telephone system and receives a “fast” busy signal (twice as many as normal in the same amount of time), indicating that no trunks are available to handle the call.
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G Glossary C 494 Call Control The dynamic, transactional servicing of calls, usually via a graphical user interface with call information. For example, an attendant can use a GUI application to transfer calls based on CallerID information. Call Handling The predetermined, pre-configured features for servicing incoming calls in order to obtain certain expected results. Examples of call handling features include call forwarding on busy, call forwarding on no answer, and do not disturb.
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Glossary CLASS Custom Local Area Signalling Services, a family of telephone services offered from local telephone companies, usually for a monthly fee; includes features such as CallerID, Call Waiting, call return, repeat dialing, call rejection, call trace, priority ringing, and selective call forwarding. Class of Service Abbreviated as CoS or COS; a set of features and privileges associated with a particular user or extension, used for grouping similar users together.
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G Glossary F FSK Frequency Shift Key, a modulation technique used with low-speed modems; also used with CallerID and message-waiting lamp indicators. FXO Foreign Exchange Office. An FXO interface connects to the public switched telephone network (PSTN) central office and is the interface offered on a standard telephone. An FXO interface is used for trunks, tie lines, or connections to a PSTN CO or PBX that does not support E&M signaling (when local telecommunications authority permits).
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Glossary J Java The platform-independent programming language developed by Sun Microsystems for providing complete programs, including animated graphics. Line See Trunk. Loop Start One of the mechanisms used to signal the telephone system that the calling party wants to make a call. Loop start is a completion of the circuit using a set load between the two wires (tip and ring).
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G Glossary P PBX Private Branch Exchange; a term used by telephone companies to indicate equipment that is located on the customer’s premises and that can route telephone calls. Permissions Privileges granted to each user with respect to what data, features, menus, or calling options may be used. Permissions are under the control of the system administrator. Physical Extension A common internal extension with an assigned physical port and telephone.
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Glossary T T-1 A digital transmission link with a capacity of 1.554 Mbps (1,544,000 bits per second). A T-1 trunk can normally handle 24 voice conversations, each digitized at 64 Kbps. T-1 lines are used for connecting networks across remote distances. Telco An abbreviation for telephone company. Telephony Application Programming Interface (TAPI) A telephony software interface included in Microsoft Windows 95, 98, and NT; the operating system that lets applications incorporate telephony control.
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G Glossary 500 Planning and Installation Guide ShoreTel 14.