Maintenance Guide ShoreTel 14 August 2013
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Table of Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Conventions Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 For More Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Chapter 1 ShoreTel Architecture . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Control Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Server Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Booting and Restarting Voicemail-Enabled Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Manually Specifying Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Reboot Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP Phones and ShoreTel Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP Phone Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Boot Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Theory of Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting Login or Startup Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting Telephony Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents TriggerServer Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Kadota Utilities properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TMSManager2 properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ZinManager Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Preface The ShoreTel Maintenance Guide describes how to troubleshoot and solve problems that can arise in a highly complex system. Conventions Used Courier font For code examples and information that you type. UPPERCASE WORDS For keywords related to the ShoreTel system. WARNING (alert) For preventing data loss or equipment damage (if instructions are not followed).For preventing data loss or equipment damage (if instructions are not followed).
Preface For More Information For More Information ShoreTel Planning and Installation Guide Comprehensive guide to planning and implementing full-featured, enterprise-class VoIP system. ShoreTel System Administration Guide Detailed reference guide to administering the ShoreTel system.
CHAPTER 1. ShoreTel Architecture This chapter describes how the ShoreTel phone systems works. It includes illustrations of the ShoreTel system and contains the following information: Overview ................................................................................................................... 13 ShoreTel System Components.................................................................................. 14 ShoreTel Servers .....................................................................
1 ShoreTel Architecture On-hook Call from Communicator ...................................................................... 29 Quick Dial Call from Communicator.................................................................... 30 Inbound Call from a Trunk ..................................................................................
1 ShoreTel Architecture Overview Overview The ShoreTel system is a highly distributed, highly reliable voice communication system.
1 ShoreTel Architecture ShoreTel System Components ShoreTel Director PSTN /ITSP HEADQUARTERS Headquarters Server (Physical or Virtual) INTERNATIONAL BRANCH ShoreTel Mobility ShoreTel Mobility ShoreTel Voice Switches Analog Device Contact Center ShoreTel Communicator ShoreTel Communicator ShoreTel IP Phone ShoreTel IP Phone ShoreTel Appliances ShoreTel Voice Switches Distributed Voice Server (Physical or Virtual) Contact Center IP WAN ShoreTel Mobility ShoreTel Mobility ShoreTel Voice Swit
1 ShoreTel Architecture ShoreTel Servers ShoreTel Servers Each ShoreTel system includes a main server called the Headquarters server. Systems may optionally include distributed applications servers, called Distributed Voice Servers (DVSs). Each server provides a local instance of TMS that supports applications such as voicemail, workgroups and ShoreTel Communicator. Each instance of TMS manages its local softswitch and can be configured to manage ShoreTel voice switches as well.
1 ShoreTel Architecture Distributed Applications Platform Integrated Applications Open Applications Open Third-Party Applications Open API Layer Distributed Applications Platform Single System Management Distributed Call Control Open Protocol Layer Voice Endpoints Figure 2: Distributed IP Voice Architecture Distributed Applications Platform The ShoreTel system's ability to support applications on distributed servers across the enterprise while maintaining a single, cohesive system depends on the Sh
1 ShoreTel Architecture Distributed Call Control The voice switches communicate on a peer-to-peer basis, eliminating any single point of failure. For instance, if one ShoreTel voice switch goes offline, all other ShoreTel voice switches continue operating. When the voice switch comes back online, it rejoins the voice network. There is no server involved with the basic telephony, so the system delivers levels of availability unmatched by even legacy vendors.
1 ShoreTel Architecture Single System Management In a system with more than one ShoreTel server, the ShoreTel voice switches may contact an alternate instance of the routing service if the primary instance is unreachable. ShoreTel servers have a hierarchical relationship, with the Headquarters server at the top of the hierarchy. As you add DVSs to the system using ShoreTel Director, you define the order of the servers in relation to the Headquarters server and the various sites in your system.
1 ShoreTel Architecture ShoreTel System Communications The ShoreTel management software also provides a complete suite of maintenance tools. The Diagnostics & Monitoring system, which is available through ShoreTel Director, provides detailed status information about the components in your ShoreTel system. It also provides a system dashboard, a topology map, alerts, call quality information, and remote packet capture functionality.
1 ShoreTel Architecture Call Control Headquarters Site Regional Site HQ Server ShoreTel Voice Switch ShoreTel Director Telephony Management Service (TMS)/Distributed Telephony Application Service (DTAS) Remote Server TMS/DTAS ShoreTel Voice Switch Softswitch Data Services Voicemail Configuration Database Media Driver System ShoreTel Voice Switch IP Phone ShoreTel Voice Switch CAS/IPDS CDR Database Monitoring Database Desktop/ Browser Clients DRS Analog Phone Analog Phone Analog Phone M
1 ShoreTel Architecture Call Control In ShoreTel’s implementation of SIP call control, functions are split among the following software modules: User Agent Location Service Admission Control Service Bandwidth Manager SIP architecture deploys a peer-to-peer model in which endpoints can function either as clients or servers. User Agents User agent objects represent call endpoints—an extension or a trunk. Each user agent is addressable by a SIP URL.
1 ShoreTel Architecture Configuration Bandwidth Manager A distributed Bandwidth Manager keeps track of intersite bandwidth use. A Bandwidth Manager runs on each ShoreTel voice switch. ShoreTel voice switches reserve bandwidth from the Bandwidth Manager via the ShoreTel Bandwidth Reservation Protocol (BRP). Secure SIP ShoreTel uses the secure version of SIP, SIPS, for signaling between ShoreTel voice switches and 400-Series IP phones.
1 ShoreTel Architecture TAPI and ShoreTAPI Headquarters Site Regional Site HQ Server Remote Server ShoreTel Voice Switch Telephony Management Service (TMS)/Distributed Telephony Application Service (DTAS) ShoreTel Director TMS/DTAS Softswitch ShoreTel Voice Switch Data Services Voicemail ShoreTel Voice Switch Configuration Database Media Driver System IP Phone CAS/IPDS CDR Database ShoreTel Voice Switch Analog Phone Desktop/ Browser Clients DRS Monitoring Database Monitoring Service Ana
1 ShoreTel Architecture TAPI and ShoreTAPI Figure 5 on page 24 shows how the ShoreTel system uses NCC and RPC to pass TAPI or ShoreTAPI information in the system.
1 ShoreTel Architecture Media DTAS makes the distributed TMS architecture transparent to applications and reduces the number of network connections needed if every application were required to connect to every TMS instance. Voice switches are assigned to specific TMS servers through ShoreTel Director. Assignment of a voice switch to a TMS server is restricted to TMS servers at its own site, or if there is no TMS server at that site, to the nearest TMS servers in the site hierarchy above.
1 ShoreTel Architecture Media IP Phone to Voicemail Voicemail media from IP phones and endpoints goes directly to voicemail. IP phones at remote sites without a server send voicemail media to a ShoreTel voice switch, which then sends it to voicemail. This is done in order to use G.729 streams for voicemail across the WAN. Voicemail Between Servers When recorded voicemail messages are transferred between servers, they are sent using SMTP.
1 ShoreTel Architecture System Reliability System Reliability System reliability is ensured at several levels, including: Distributed Switch Control Distributed Database Client Application Service (CAS) Public Switched Telephone Network (PSTN) Failover CDR Data Storage These areas are described in the following sections. For more information about failover for IP phones, see IP Phone Failover on page 163.
1 ShoreTel Architecture Distributed Database Telephony operations involving locally controlled phones are available. Monitoring of phones controlled by TMS instances not reachable because of WAN outage are not available. TMS continues to operate, except that additions and deletions to the configuration database are not been seen by local TMS and are not relayed to telephony clients. Telephony operations involving locally controlled phones are available.
1 ShoreTel Architecture CDR Data Storage CDR Data Storage In the event of a WAN outage, local CDR data is stored for up to two hours on the device (such as a DVS, voicemail-enabled switch, or service appliance). When WAN connectivity is restored, the stored data is forwarded to the Headquarters database. After two hours, the distributed server deletes the data and logs an error to the NT event log.
1 ShoreTel Architecture Quick Dial Call from Communicator Quick Dial Call from Communicator Figure 8 shows how a call dialed from a user’s Communicator Quick Dial is handled by the system.
1 ShoreTel Architecture Inbound Call from a Trunk Inbound Call from a Trunk Figure 8 shows how an inbound call on a trunk is connected to its destination.
CHAPTER 2. ShoreTel Server This chapter provides an overview of ShoreTel servers. It contains the following information: Overview ................................................................................................................... 34 Headquarters Server .......................................................................................... 34 Distributed Voice Servers (DVS)......................................................................... 34 Configuration Communications .........
2 ShoreTel Server Diagnostic and Troubleshooting Information for Servers .......................................... 43 Monitoring Servers through ShoreTel Director.................................................... 43 Installer Logging ................................................................................................. 43 Using the System Logs....................................................................................... 44 Using the Trunk Test Tool ..................................
2 ShoreTel Server Overview Overview The ShoreTel voice over IP telephony solution is a suite of software modules, applications, and services running on a ShoreTel server. Every ShoreTel system includes a main server called the Headquarters server. In a single-site system, the Headquarters server may be the only ShoreTel server. More complex systems may include Distributed Voice Servers (DVS) to add reliability for applications and switches on remote sites or to support distributed applications.
2 ShoreTel Server Configuration Communications Call control is provided by Headquarters and distributed voice servers even if full network connectivity is unavailable. However, calls to unreachable endpoints cannot be made, and call detail recording requires Headquarters server communication. To add reliability to your remote server, consider using redundant network paths to the Headquarters server. The following sections provide more detail on the communications, services, and applications.
2 ShoreTel Server Services Headquarters Server Telephony Management Service (TMS) / Distributed Telephony Application Service (DTAS) Desktop and Browser Clients Call Detail Reporting Account Code Collection (ACC) Workgroups CDR Database Data Services Client Application Server (CAS) / IPDS Configuration Database TAPI or ShoreTAPI Diagnostics & Monitoring Softswitch Monitoring Database ShoreTel Director ShoreTel Voice Switch ShoreTel Voice Switch Distributed Routing Service (DRS) Voicemail M
2 ShoreTel Server Services WARNING! If the anonymous access user ID is modified or its password is changed, TMS does not start. Changing the properties of this user may require you to rebuild the server to recover. FTP Services Both the Headquarters and DVS servers make an FTP service available for fallback use by ShoreTel Voice Switches. While this does not have to be active on a continuous basis, the FTP site needs to be active for the fallback capability to work.
2 ShoreTel Server Applications IP Phone Display Service/CAS controls any actions by the IP phone display not controlled by the device’s firmware or switches. Applications This section provides information about applications that run on the ShoreTel server. Event Watch Event Watch monitors the NT Event Log and delivers email notifications of selected events. Event notifications are configured from the Events Filter page in ShoreTel Director.
2 ShoreTel Server Call Control Communications WARNING! Never modify the TAPI properties of the ShoreTel Remote TAPI Service Provider. Modified TAPI properties can cause ShoreTel clients or applications to fail. For information about how to test TAPI connectivity from the client side, see Chapter 8, ShoreTel Client Applications.
2 ShoreTel Server Media Communications Media Communications Media, from the perspective of the server, connects voice mail and the Auto-Attendant to switches and endpoints via the media driver. Media travels through the ShoreTel system using Real-Time Protocol (RTP). A voice mail message is normal RTP traffic, unless it is a recorded voice mail message moving from one server to another. Voice mail media streams conform to the G.711 codec. If a switch or IP phone is configured to use G.
2 ShoreTel Server Integrated Server Applications Integrated Server Applications There are several integrated TAPI applications running on the server. These applications use TAPI to send and receive call control information, and can also manipulate calls. These applications also use ZIN Manager and ODBC to access and update the configuration database. Voice Mail Voice mail is a TAPI application that supports 254 simultaneous voice mail or Auto-Attendant connections.
2 ShoreTel Server Server Maintenance Account Code Collection Service is responsible for: Prompting the user for the account code Collecting and validating the account code Attaching the account code to the call for reporting purposes Performing a blind transfer to the external number If the managing server is down, or ACC is not available, the call is directed to the Backup AutoAttendant.
2 ShoreTel Server Diagnostic and Troubleshooting Information for Servers Diagnostic and Troubleshooting Information for Servers The ShoreTel system provides information about the operational status of the servers and services, as well as diagnostic and troubleshooting tools to resolve an event or error that might occur while the system is running or during installation.
2 ShoreTel Server Using the Event Log 2. Type “regedit” to access the Registry Editor window. 3. Navigate to the following path: [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer] 4. Right-click in the blank pane at the right of the window and select New > String Value. 5. Name the file “Logging”. 6. Right-click on the file and select Modify. 7. In the Value data field, type voicewarmup! 8. Click OK. There are no obvious signs that installer logging is enabled.
2 ShoreTel Server Using the System Logs Using the Graphical User Interface The GUI can be executed from MS Windows or from a command window. 1. Launch the graphical version of the Server Log Collection Utility by clicking on the following executable: \slogWin.exe is the location of the ShoreTel server files.
2 ShoreTel Server Using the System Logs 8. Press the Next button after the Save process is completed to display the FTP Upload panel. After archiving the files, the program presents an option to upload the archive file to a remote FTP server. 9. Enter valid settings for all FTP parameters, then press the Upload button. 10. Press the Next button to proceed to the Completion panel. The Completion panel indicates that the log files were successfully archived to the specified directory. 11.
2 ShoreTel Server Using the System Logs Table 1: Command Line Parameters and Description Command Decription -TRIG Retrieve Trigger Logs -DB Retrieve Database Logs -DIR Retrieve Director Logs -DS Retrieve DataServices Logs -WGS Retrieve Workgroup Server Logs -VM Retrieve Voice mail Logs -IPDS Retrieve IPDS Logs -IPCS Retrieve IPCS Logs -DRS Retrieve DRS Logs -CSIS Retrieve CSIS Logs -ACC Retrieve ACC Logs -CDR Retrieve CDR Logs -TAPI Retrieve TAPI Logs -DTAS Retrieve DTAS Logs
2 ShoreTel Server Using the Trunk Test Tool The following command line copies all voice mail logs generated today: ServerLog.exe -VM –d “C:\LogsDir” The following command line generates an error message because only one date is specified: ServerLog.exe -d1 030207 –VM –d “c:\LogsDir” Using the Trunk Test Tool The Trunk Test tool is a TAPI application that monitors real-time activity on a trunk. You can find the tool in the ShoreTel program folder.
2 ShoreTel Server Using the cfg Utility All commands are entered at the above prompt. Results are displayed in the command line window or in the voicemail logs. WARNING! Some cfg utility commands may damage the system if used incorrectly. Make sure you understand the commands before you use them. Table 2 lists and describes the commands available through the cfg utility. Variables are shown in italics.
2 ShoreTel Server Using Dr. Watson Table 2: cfg Commands (Continued) Command Parameters Description lsys List all voicemail system parameters. lsmtp List status of distributed voicemail. ltapi List status of TAPI lines opened by voicemail. msinfo Dump voice mail internal table to the voicemail log. openm # # – mail box Comments Open specified mail box. psinfo Dump port server information to the voicemail log. purge Remove message in the deleted queue.
2 ShoreTel Server Using Dr. Watson 4. Install Dr. Watson from the command line by typing drwtsn32 -i. 5. Run drwtsn32 to configure it. A window is opened (similar to the one shown in Figure 14 on page 52). 6. Under Crash Dump Type, select the Mini radio button. 7. Select the Visual notification check box. This ensures that you are aware when a dump occurs. 8. Select the Create Crash Dump File check box. 9.
2 ShoreTel Server Services Figure 14: Configuring Dr. Watson Services The ShoreTel server is made up of multiple processes working together to provide applications that include voicemail, ShoreTel Director, and Workgroups. Each process runs as a Windows Service, which starts automatically when the server starts. Table 3 on page 53 lists and describes each service and its underlying process. All services run on the Headquarters Server.
2 ShoreTel Server Services . Table 3: Service Descriptions Service Name Service ID Process Description ShoreWare Call Accounting ShoreTel-CDR TmsCDR.exe Records call information (call accounting information, call queuing data, and media stream data) and writes it to the CDR database CSISSvc.
2 ShoreTel Server Services Table 3: Service Descriptions (Continued) Service Name Service ID ShoreWare Event Watch Server ShoreTel-EventWatch EventWatch.exe Monitors the NT Event Log X and delivers email notifications of selected events ShoreTel Monitoring Service ShoreTel MonitoringService This service enables the monitoring processes necessary for the ShoreTel Diagnostics & Monitoring system.
2 ShoreTel Server Services Table 3: Service Descriptions (Continued) Service Name Service ID Process Description Distributed Server ShoreWare Port Mapper ShoreTel-Portmap PortMap.exe Initiates RPC communication connections between the Telephony Management Server (TMS) and ShoreTel Voice Switches X ShoreWare Remote Logging Service ShoreTelRemoteLogSvc LogService.
2 ShoreTel Server ShoreTel Server File System Table 3: Service Descriptions (Continued) Service Name Service ID ShoreWare Workgroup Server ShoreTel-WGSvc Process Description Distributed Server Manages workgroups and queues CMCA Service CMCA Conference bridge application File Transfer Service FTService Transfers files using SMTP (qmail) engine IM Service IMService XMPP-based Instant Messaging engine Media Service STMedia/STTS Media engine QMail Service QMailService SMTP service on Li
2 ShoreTel Server ShoreTel Server File System Table 4: ShoreTel Server File System Directory Description Default Path ShoreTel Server Contains all ShoreTel server system files and dlls. This directory is located on the drive where program files are stored. \Program Files\Shoreline Contains all ShoreTel Director Web site files. This directory is located on the drive where program files are stored. \Program Files\Shoreline Installed on systems with ShoreTel Conferencing Services.
2 ShoreTel Server ShoreTel Server File System Table 4: ShoreTel Server File System (Continued) Directory Description Default Path Templates Contains configuration files needed for IP phones \Shoreline Data\Templates VMS Contains all the files and configuration information used by the voice mail system. The files in this directory and its sub-directories are very dynamic. \Shoreline Data\VMS Note: Never open these files.
2 ShoreTel Server Registry Table 4: ShoreTel Server File System (Continued) Directory Description tsk1 Contains the boot files and system software for all voice mailbox model switches 50V, 90V, 90BRIV tsu Contains the boot files and system software for the Service Appliance 100 (SA-100) and Service Appliance 400 (SA-400) Default Path Registry The ShoreTel software uses the Windows registry to store various parameters used by the ShoreTel system.
2 ShoreTel Server ShoreTel Release Numbering Scheme It's possible to prevent updating a DVS if needed; for example, when upgrading a system where a DVS has different settings from the HQ server. You can prevent the registry setting from being pushed to DVS by putting its name into the TMS registry setting NoHQPushSettings. DVS is supported. ShoreTel Voice Mail Switch and SA-100/SA-400 Server Appliance do not get any registry pushes.
CHAPTER 3. ShoreTel Voice Switches This chapter describes maintenance considerations for ShoreTel Voice Switches. It contains the following information: Overview ................................................................................................................... 62 ShoreTel Voice Firmware Upgrades.......................................................................... 63 Using the Diagnostics & Monitoring System to Upgrade Switch Firmware ........
3 ShoreTel Voice Switches Overview Overview ShoreTel Voice Switches provide physical connectivity for the PSTN and analog phones, and logical connectivity for IP endpoints on a reliable, highly scalable platform for the ShoreTel call control software. The call control software runs on the operating system of the switch, for example Linux or VxWorks®. The ShoreTel Voice Switches have flash memory that allows permanent storage of the call control software and configuration information.
3 ShoreTel Voice Switches ShoreTel Voice Firmware Upgrades After the call is established, TMS monitors the call and logs call information on the Call Detail Report (CDR) database. ShoreTel Voice Firmware Upgrades You can see the status of ShoreTel Voice Switches using either the Diagnostics & Monitoring system or Quick Look, both of which are available through ShoreTel Director.
3 ShoreTel Voice Switches Manually Upgrading the Switch’s Firmware The Quick Look page is displayed. 3. Click the Site where the switch is located. The Maintenance - Voice Switches and Service Appliances Summary page is displayed. 4. In the row for the switch whose firmware you want to upgrade, select Reboot in the Command drop-down list. Upon restart, the switch is automatically upgraded. You can monitor the progress of the upgrade on the Quick Look page.
3 ShoreTel Voice Switches IP Address from DHCP IP Address from DHCP The switch sends requests for an IP address to the DHCP server ten times at increasing intervals. When the switch receives a response from the DHCP server, the boot process begins. If the switch fails to get an IP address from the DHCP server, it uses the last assigned IP address. The switch continues sending IP address requests to the DHCP server.
3 ShoreTel Voice Switches IP Address from DHCP Table 5: Commands in CLI Main Menu Command Description Notes 0 Exit Exit from CLI of voicemail-enabled switch and go to the Linux shell. 1 Show version Lists version numbers for firmware and boot ROM in addition to the base version and the CPU board version. 2 Show system configuration Displays the switch’s boot and IP configuration.
3 ShoreTel Voice Switches Accessing ShoreTel Voice Switch CLI on the SoftSwitch Table 6: Boot and IP Configuration Options Command Switch Description Voicemail-Enabled Switch Description 5 Change boot method 6 Enable/disable DHCP 7 Change network speed and duplex mode Enable/disable DHCP Change boot method 8 Change network speed and duplex mode D Set/change domain name P Set/change primary DNS IP address Set/change primary DNS IP address S Set/change secondary DNS IP address Set/change
3 ShoreTel Voice Switches Router Auto-Delete Properties for ICMP Redirects In order to Telnet to the SoftSwitch, the Telnet port must be set to 2323. The standard Telnet port is 23. 4. Press ENTER. No User ID or Password is required. This immediately logs you into the SoftSwitch. 5. Press ENTER a second time to get the SoftSwitch prompt, which looks like the following: ???? SHELL: ???? SHELL: 6. Enter CLI commands as described in VxWorks® Command Line Interface on page 75. 7.
3 ShoreTel Voice Switches Using a Telnet Session to Set IP Address and Boot Parameters SwitchDebug - “debug_options timeout_icmp_redirect n.” 2. Set the value of n to the desired time period. Note that this must be an integral value and the number represents minutes, not seconds. The value of n can be set to zero (0) to disable the auto deletion of ICMP redirect messages.
3 ShoreTel Voice Switches Using a Telnet Session to Set IP Address and Boot Parameters Table 7: Parameter Settings for Flash Boot and FTP Boot Flash Boot FTP Boot Parameter Description 24, T1/E1 SG-90/50/ 220t1/220E1 24 T1E1 SG-30/50/90/ 220TI/220TIA/ 220E1 boot device A network interface or a flash location flash = 0 fei fei emac0 processor number Always 0 0 0 0 0 host name Always bootHost bootHost bootHost bootHost bootHost file name: SG Path to VxWorks.
3 ShoreTel Voice Switches Boot Flags Table 7: Parameter Settings for Flash Boot and FTP Boot Flash Boot FTP Boot 24 Parameter Description 24, T1/E1 SG-90/50/ 220t1/220E1 T1E1 SG-30/50/90/ 220TI/220TIA/ 220E1 startup script Path to bootscrp.txt file for SG-24, SG-8, SG-T1 /flash0/bootflsh.txt /tsa/bootscrp.txt /tsa/bootscrp.txt /tsk/bootscrp.txt other Set to network interface fei fei emac fei a.These IP addresses are examples. Use the IP address for your system.
3 ShoreTel Voice Switches ShoreTel Voice Switch Configuration Reset WARNING! Making incorrect settings in the boot monitor can cause the switch to malfunction. 1. Connect a serial cable between a personal computer and the ShoreTel Voice Switch. 2. Use a terminal emulation program such as HyperTerminal to open a connection to the switch. 3. Apply these values to the terminal settings: Speed: 19.2 kbps Data bit: 8 bits Stop bit: 1 Parity: No parity Flow Control: None 4.
3 ShoreTel Voice Switches Ipbxctl Utility The burnflash utility updates the switch to the version of firmware compatible with the ShoreTel server software. Both utilities are available in the ShoreTel Server folder: C:\ProgramFiles\ShorelineCommunications\ShorewareServer Ipbxctl Utility Table 9 lists and describes the commands available using the ipbxctl utility. Table 9: ipbxctl Utility Commands Command Description -telneton Enables Telnet connection on the switch.
3 ShoreTel Voice Switches Burnflash Utility Telnet continues to require User ID and Password entry that is distinct from ipbxctl password access. However, unlike the ShoreTel cli command and password, Telnet transmits the User ID and Password in the clear. The ShoreTel Voice Switch continues using the user ID of “anonymous” and a password of “ShoreTel” for initiating Telnet. CLI passwords are configurable only through Director. The default password is ShoreTel.
3 ShoreTel Voice Switches VxWorks® Command Line Interface The switch has a hardware failure; replace the unit and submit a Return Material Authorization (RMA) to ShoreTel. 3 flashes Booting via FTP. Flash memory might be corrupted. Go to the Status > Switches page in the Diagnostics & Monitoring System or the Quick Look page to ensure that the system is running properly. 4 flashes The IP address is unavailable.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Note ShoreTel does not support changing or setting IP or other parameters using the VxWorks® interface. Changes made using this interface may not be persistent, and using it may cause unpredictable behavior in the system. Commands Available Through VxWorks® CLI Table 11 on page 76 describes the commands available through the VxWorks® interface.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Available on Voicemail-Enabled Notes Switches Command Description dn_plan_status Displays information about the switch's dial plan. dnp_debug_level Displays detail information (digit by digit) about dial plan access. dtmf_debug Displays RFC2833 for G729 related events. Settings are variable, so contact ShoreTel TAC at (800) 742-2348 for assistance. DumpSB Displays maximum PMCSW outputs.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Available on Voicemail-Enabled Notes Switches Command Description eval_bwm_var Displays information about total and available bandwidth. ext_bca_status Displays active BCA calls along with call stack usage information. ext_cco_status Displays information the switch's extension CCOs. ext_conf_status Displays MakeMe conference port status. ext_debug_level1 Logs extension CCO configuration.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Available on Voicemail-Enabled Notes Switches Command Description flsh_setBootSourceFTP Sets the switch to boot from FTP. Requires a restart for changes to take effect. g729_verbose Displays more information for G729 calls. Enable this for G729 calls with mscmd_verbose hostShow Displays the known hosts. hunt_load_debug Logs basic huntgroup call flow. icmpstatShow Displays ICMP statistics.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Available on Voicemail-Enabled Notes Switches Command Description ipdt_dumpExtCK Dumps information for call keys on the extension. ipdt_resetExtDisplay Redisplay on the extension. If the phone display and IPDT display (ipdt_dumpExtDisplay) are desynchronized, run ipdt_reset_ExtDisplay to synchronize them. ipdt_restrictTraceExts Set ipdt_debug_filter to 1.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Command Description lspTelList 2 Displays detailed information about remote contacts. mae_debug_level Logs BCA call flow information. mailbox_debug_level Logs mail box destination for a particular call. memShow Shows current memory usage of the switch. mgcp_msg_debug Logs MGCP messages. mgcp_trans_debug Logs MGCP transactions.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Command Description mwi_debug_level Logs message waiting indicator setting call flow. ping "" Include double quotes (“) around the IP address. pri_log – 4 Begins output of D-Channel information. pri_trace – 4 Sets the PRI D-Channel trace debug level. pri_verbose Traces a high level description of the PRI traffic sent and received by trunks on the switch.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Available on Voicemail-Enabled Notes Switches Command Description set_mpm_debug (char *) Used to print information regarding commands/event interface between host CPU and DSPs. Example: Uses string as the parameter.
3 ShoreTel Voice Switches VxWorks® Command Line Interface Table 11: VxWorks® CLI Commands Command Description uaList Displays list of ShoreSIP extension/trunk user agents. unset_mpm_debug(char*) Disables set_mpm_debug command udpstatShow Displays UDP statistics.
3 ShoreTel Voice Switches VxWorks® Command Line Interface etherMonDump etherMonStop The data generated by running these commands is stored in the _.cap file in the following directory: C:\Inetpub\ftproot 5. When you are finished capturing data, the file can be processed using an Ethernet packet analyzer, such as Ethereal or Wireshark.
3 ShoreTel Voice Switches VxWorks® Command Line Interface TTL is a packet variable that defines the number of hops (stations) that a packet can pass through before it expires. When a station receives an expired packet, it discards the packet and sends a time exceeded message to the originating station. The traceroute command uses these expiration messages to build the path map.
3 ShoreTel Voice Switches Connecting to a ShoreTel Voice Switch Table 12: Traceroute Parameters Parameter Description -S This parameter specifies that probes are sent with a SIP message on the SIP destination port. Set this parameter to determine if SIP is flowing from the switch through the network. This parameter uses fixed ports. -m max_ttl specifies the maximum time to live (TTL) value for traceroute packets. The default maximum TTL value is 30 bytes.
3 ShoreTel Voice Switches Power over Ethernet Switches (PoE) 1. Connect a serial cable between a personal computer and the ShoreTel Voice Switch. 2. Use a terminal emulation program to open a connection to the switch. 3. Apply these values to the terminal settings: Speed: 19.2 Kbs Data bit: 8 bits Stop bit: 1 Parity: No parity Flow Control: None For information on port pinouts, see Appendix D, Switch Port Pinouts.
3 ShoreTel Voice Switches Power over Ethernet Switches (PoE) Table 13: Power Usage and Class of ShoreTel IP Phones ShoreTel 14 Model Idle Maximum PoE Class IP565g 4.2 W 6.9 W 3 IP655 5.7 W 9.1 W 3 BB24 2.9 W 11.
CHAPTER 4. Voicemail-Enabled Switches This chapter describes maintenance operations for ShoreTel voicemail-enabled switches. It contains the following information: Overview ................................................................................................................... 91 Utilities....................................................................................................................... 91 Accessing Utilities for Voicemail-Enabled Switches ..................................
4 Voicemail-Enabled Switches Overview Overview ShoreTel voicemail-enabled switches provide voicemail services and access to auto attendant menus for extensions hosted by the switch. Voicemail-enabled switches provide local access to voicemail while being controlled by a distributed voice server (DVS) at a different location. Voicemail-enabled switches store voicemail in Compact Flash (CF) cards. Auto Attendant menus, greetings, and prompts are stored in permanent flash memory.
4 Voicemail-Enabled Switches Accessing Utilities for Voicemail-Enabled Switches To access ShoreTel voice switch utilities through the maintenance port: 1. Connect one end of a serial cable to a computer with a terminal emulator program installed. 2. Connect the male end of the serial cable to the maintenance port on the front panel of the ShoreTel switch. 3. Launch the terminal emulation using the following settings for the serial port: Speed: 19.
4 Voicemail-Enabled Switches Accessing Utilities for Voicemail-Enabled Switches Figure 15: PuTTY Configuration Page 2. On the PuTTY Configuration page, do the following: a. In the Host Name (or IP address) field, enter the IP address of the switch. b. In the Port field, enter 22. c. Click Open. The command prompt window opens. 3. At the command prompt, enter admin and then press Enter. The STCLI command prompt opens.
4 Voicemail-Enabled Switches Switch Utilities Switch Utilities A set of command-line interface (CLI) commands supports operations such as backing up and restoring voicemail, stopping or starting services and groups, and formatting CF cards. UBOOT UBOOT is the boot loader for voicemail-enabled switches. The UBOOT environment is accessed from a terminal emulator through the serial port when the switch is booted.
4 Voicemail-Enabled Switches Switch Utilities To open stcli: Access the Maintenance port, as described in Accessing Utilities from the Serial Port on page 91. If the window displays the Linux prompt, enter stcli on the command line. Access through SSH and log in as the administrator, as described in Accessing Utilities from SSH on page 92. Exiting stcli returns the user to the login prompt.
4 Voicemail-Enabled Switches Server Utilities Ipbxctl ipbxctl commands perform switch control and diagnostic tasks, including switch rebooting, clearing flash memory, and running traceroute. For information about ipbxctl commands, see ipbxctl Utility Commands on page 117. The ipbxctl commands are run as a windows program from the Main Server or the controlling Distributed Server, as described in Accessing Utilities from an MS Windows Server on page 93.
4 Voicemail-Enabled Switches Booting and Restarting Voicemail-Enabled Switches To start cfg: 1. Open a DOS window pointing to the \shoreline communications\ShoreTel server directory. 2. Enter cfg and press Enter. The system displays the /*Local*//-> prompt when cfg is ready. All commands are entered at the above prompt. Results are displayed in the DOS window or in the voicemail logs.
4 Voicemail-Enabled Switches Manually Specifying Switch Parameters When using DHCP, ShoreTel recommends using DHCP reservations for each switch to ensure that DHCP leases are not lost. A voicemail-enabled switch can be brought up through a regular boot or by a software upgrade boot. FTP booting is also available for troubleshooting. Switches booted through FTP have limited functionality because internal memory contents are not loaded.
4 Voicemail-Enabled Switches Switch Diagnostics and Repair Flash Boot The standard method for booting a ShoreTel voicemail-enabled switch is to boot from the switch’s flash memory. When a switch is first powered on, it reads the boot parameters stored on the non-volatile memory, which instructs the switch to load software from flash memory. When the software starts, it loads its configuration, which is also stored in flash memory.
4 Voicemail-Enabled Switches Switch Trunk Debug Tools Switch Trunk Debug Tools Trunk_debug_level is a switch setting that identifies trunk events from the switch’s perspective. Because ShoreTel applications manipulate dialed digit strings for both incoming and outgoing calls, the trunk debugger is typically used to validate the traffic between the Central office and the switch. The recommended trunk debug level is 4. 1. Access the CLI shell, as described in CLI on page 95. 2.
4 Voicemail-Enabled Switches Stcli Commands To record audio from a switch port: 1. From the Start menu, navigate to Control Panel > Administrative Tools and locate the IIS Manager. 2. Right-click the IIS Manager and select Properties. This enables the ability to write to the FTP server by selecting the Write checkbox and clicking OK.
4 Voicemail-Enabled Switches SVCCLI Commands The IP addressing mode is selected from this menu. To specify the addressing mode, select 6 from the ShoreTel Config menu. If static IP addressing is selected, all other Option 3 parameters must be configured. The static addressing configuration persists across upgrades. The configuration file is cleared if the svccli burnflash command is executed. If DHCP is enabled, the DHCP server must provide the IP address of the network time protocol (NTP) server.
4 Voicemail-Enabled Switches SVCCLI Commands The backupvm command performs on-demand back up of voicemail, Auto-Attendant data, and the logs that are written to the CF card. On-demand backup begins immediately upon backupvm entry. During a backup, voicemail service continues, and an incoming voicemail message is backed up if it was already being recorded when the backup began. When the backup finishes, the SVCCLI displays a message indicating it is finished.
4 Voicemail-Enabled Switches SVCCLI Commands chgrootpassword - Change root password: The chgrootpassword command changes the root password for accessing the ShoreTel voice switch CLI. Arguments for this command are old and new passwords. This password was created in ShoreTel Director on the System Parameters > Other page.
4 Voicemail-Enabled Switches SVCCLI Commands erasecf - Erase CF: The erasecf command completely erases all the contents of a CF card. Back up the CF before using this command. Examples of reasons to erase the CF are as follows: To correct suspected memory corruption. To erase a CF that is both formatted and mounted. (The formatcf command is not available for a CF card that is formatted and mounted.) After CF erasure, the system automatically reboots.
4 Voicemail-Enabled Switches SVCCLI Commands restart [idle] - Restart services (if switch is idle): The restart command stops and then re-starts services. The idle option means that the operation waits until the process is idle. For instance, restarting the stts process when idle means waiting for stts not to be handling any calls, stopping stts, and then starting it again. Also, during the course of a restart or a reboot, the switch upgrades, if necessary.
4 Voicemail-Enabled Switches CLI Commands CLI Commands Table 14 describes the CLI commands. For a general description of the CLI, see CLI on page 95. Table 14: CLI Commands ShoreTel 14 Command Description Notes adm_debug_level Logs admission control and bandwidth manager signal flow onto serial port. – 2 logs more diagnostics. adm_diag_level Logs admission control and bandwidth manager signal flow into IPBX log. – 2 logs more diagnostics.
4 Voicemail-Enabled Switches CLI Commands Table 14: CLI Commands (Continued) ShoreTel 14 Command Description Notes DumpSB Displays maximum PMCSW outputs. dumpUsedBw Displays information about actual bandwidth used on individual calls/legs. etherMonBroadcast Writes the ethernet broadcast messages to a Recommend using level 1. .cap file in \inetpub\ftproot directory of the ShoreTel server that are not intended for that No switch. etherMonBroadc ast commands on Voicemail-enabled switches.
4 Voicemail-Enabled Switches CLI Commands Table 14: CLI Commands (Continued) ShoreTel 14 Command Description Notes ext_ecr_status Displays all configured Personalized Call Handling rules on switch. ext_ecr_debug Displays real-time behavior of Personalized Call Handling rule. Shows triggering of rule during inbound call. fax_debug_level Display fax-related events and processes, including tone detection, fax determination, and fax redirect.
4 Voicemail-Enabled Switches CLI Commands Table 14: CLI Commands (Continued) Command Description Notes ipdt_debug_filter Assume two extensions in the system: Ext. A and Ext. B. To print IPDT log for Ext. A: ipdt_debug_level – -1 ipdt_debug_filter – 1 (tell IPDT that filter is enabled) ipdt_restrictTraceExts "Ext A's#" (turn on log for Ext A) ipdt_remRestrictTraceExt "Ext A's #" (turn off log for Ext A).
4 Voicemail-Enabled Switches CLI Commands Table 14: CLI Commands (Continued) ShoreTel 14 Command Description Notes ifShow Displays the current configured network parameters. Not available on Voicemail-enabled Switch. laa_debug_level Logs backup auto attendant signal flow. lspConList Displays switch connectivity to other switches. lsp_debug_level Displays Location Service Protocol messages that are exchanged between switches.
4 Voicemail-Enabled Switches CLI Commands Table 14: CLI Commands (Continued) Command Description Notes msps Displays media stream statistics for all active This is a helpful calls on the switch. command for all media-related issues. msps 7 Displays media stream statistics for active calls. msps 8 Displays media stream statistics. Use only when directed by ShoreTel. msps 16 Displays media stream statistics. Use only when directed by ShoreTel.
4 Voicemail-Enabled Switches CLI Commands Table 14: CLI Commands (Continued) Command Description Notes routestatShow Displays routing statistics. Not available on Voicemail-enabled Switch. sb_debug_level Switch board debug variable that prints debug information for the commands sent from Call control. Values range from 1-5. set_mpm_debug (char *) Used to print information regarding commands/event interface between host CPU and DSPs. Uses a string as a parameter (e.g.
4 Voicemail-Enabled Switches Cfg Utility Commands Table 14: CLI Commands (Continued) Command Description Notes uaList Displays list of ShoreSIP extension/trunk user agents. unset_mpm_debug(char*) To disable set_mpm_debug command udpstatShow Displays UDP statistics. Not available on Voicemail-enabled Switch. Cfg Utility Commands Table 15 describes the commands available through the cfg utility. Variables are italicized. For a general description of the cfg utility, see Cfg Utility on page 96.
4 Voicemail-Enabled Switches Cfg Utility Commands Table 15: cfg Commands (Continued) Command Parameters Description Comments lmbox f f = 1 for more details List mail box information. Enter without “1” for a system mailbox summary, including message IDs. List mail box schedule. lms lmsg m List details of a specific message. Message IDs can be found by using lnbox. loadc Load all voicemail configuration from the database.
4 Voicemail-Enabled Switches UBOOT Commands and Flags Table 15: cfg Commands (Continued) Command Parameters Description Comments symwi Run MWI synchronization. Sends MWI status to all phones in system. ver List cfg version. ? List help commands. UBOOT Commands and Flags Table 16 on page 116 describes the UBOOT environment variables.
4 Voicemail-Enabled Switches Burnflash Commands The following actions are triggered by flag values: 0x0: Auto-negotiate network speed and duplex mode 0x20: Disable login security 0x40: Use DHCP to receive boot parameters 0x1040: Use bootp to receive boot parameters 0x2000: Disable ShoreTel shell 0x10000: 10 MB full duplex (fixed) 0x20000:10 MB half duplex (fixed) 0x30000:100 MB full duplex (fixed) 0x40000:100 MB halfduplex (fixed) Multiple functions are specified by ad
4 Voicemail-Enabled Switches regedit Commands Table 18: ipbxctl Utility Commands Command Description -ftp Sets switch to boot from FTP (allows you to do this without logging in). -diag Sends switch state information. By default, the system puts this information in the same folder where ipbxctl utility is running. Note: This may be disruptive to normal switch function. Use this command only for diagnostic functions, not for reporting. Clears all flash memory.
4 Voicemail-Enabled Switches ShoreTel Server File System Table 19: Regedit Commands and Descriptions Command Description sethex Set in current key. is 0x... delval Delete value from current key d Toggle recursive display q Quit the program filename Read commands from a file E.
4 Voicemail-Enabled Switches ShoreTel Server File System The vms directory contains all the files and configuration information used by the voicemail system. The files in this directory and its sub-directories are very dynamic. Never open these files. Opening any of the configuration files may cause the voicemail system to become corrupted in part or completely, and can cause loss of voicemail messages. \shorelinedata\vms The message directory contains all voicemail messages as .
CHAPTER 5. Configuring and Maintaining 400-Series IP Phones This chapter is about configuration and maintenance for ShoreTel 400-Series IP phones. It contains the following information: Overview ................................................................................................................. 123 IP Phone Failover ............................................................................................. 123 Date and Time ..................................................................
5 Configuring and Maintaining 400-Series IP Phones Resetting an IP Phone ............................................................................................ 160 Clearing a Phone’s Configuration Settings .............................................................
5 Configuring and Maintaining 400-Series IP Phones Overview Overview ShoreTel 400-Series IP phones differ from other ShoreTel IP phones in that they use the Session Initiation Protocol (SIP). While this difference requires administrators to use slightly modified configuration and maintenance procedures, the 400-Series IP phones provide telephony features similar to other ShoreTel IP phone models.
5 Configuring and Maintaining 400-Series IP Phones IP Phone Communications The contacted switch then redirects the phone to the appropriate call manager switch, which is the ShoreTel voice switch assigned to the phone to set up and tear down calls. The call manager switch handles the Session Initiation Protocol (SIP) information from the IP phones assigned to it and communicates call information to other switches in the system using SIP.
5 Configuring and Maintaining 400-Series IP Phones Updating IP Phone Firmware When SRTP is used to encode the audio, the secure nature of the call is indicated with a lock icon in the call window. If the Media Encryption option is not enabled, the connection negotiation between two 400-Series IP phones is through SRTP, but the resulting media stream between the two phones is through RTP. Media flow for calls between ShoreTel 400-Series IP phones and other ShoreTel IP phones uses RTP.
5 Configuring and Maintaining 400-Series IP Phones Updating IP Phone Firmware If you want to download firmware to phones and install it when phones are idle, use the Update When Idle command. You can also use this command to install phone firmware that you have previously downloaded. When a group of phones at a site is selected for firmware download and the server is remote, to minimize bandwidth utilization some of the phones at the site automatically download firmware from other phones at the site.
5 Configuring and Maintaining 400-Series IP Phones Boot Process b. For each type of phone selected, in the Version drop-down list designate the firmware version. c. Click OK. The Firmware Status column shows the progress as the firmware is downloaded and applied. The phones reboot.
5 Configuring and Maintaining 400-Series IP Phones Parameter Precedence Parameter Precedence While there are some exceptions, in general configuration parameters are processed by the phone in the following order. The last parameter source takes precedence: Defaults Values specified on the phone through the MUTE 73887# (SETUP#) command LLDP-MED DHCP option tags 156 or 66 (if DHCP is enabled) Configuration files that reside on the server.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters on a Phone 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.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters on a Phone Table 20: Phone Information for ShoreTel 400-Series IP Phones Admin Options Menu Item Option Name Description Network policy Use LLDP-MED If On, the phone captures link policy from a Link Layer Discovery Protocol-Media Endpoint Discovery (LLDP-MED) broadcasting neighbor (presumably the upstream ethernet switch). If Off, you can manually set the policy values (such as using 802.1.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters on a Phone Table 20: Phone Information for ShoreTel 400-Series IP Phones (Continued) Admin Options Menu Item Option Name Description Ethernet Network port Choose automatic configuration (“Auto”) or choose speed and duplex modes. The recommended value is Auto. PC port Choose to disable the PC port, or choose automatic configuration (“Auto”) or speed and duplex modes. The recommended value is Auto. 802.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters on a Phone Table 20: Phone Information for ShoreTel 400-Series IP Phones (Continued) Admin Options Menu Item Option Name Description Internet protocol Use DHCP If On, DHCP is used to collect the IP address layer information. If Off, you must manually enter the IP address layer information. If On, DHCP provides values for the following fields.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters on a Phone Table 20: Phone Information for ShoreTel 400-Series IP Phones (Continued) Admin Options Menu Item Option Name Description Services Config server This is the IP address of the Headquarters server. It can be entered manually here or obtained from DHCP. If entered manually, this server overrides the server specified in DHCP option tags 156 or 66.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters through DHCP Site-Specific Options Specifying Configuration Parameters through DHCP SiteSpecific Options By default, DHCP option tag 156 is used. The following parameters are specified in the site-specific options for option tag 156: configServers (Specify a comma-separated list of IP addresses or DNS names for the configuration server.
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters through Custom Configuration Files Specifying Configuration Parameters through Custom Configuration Files Table 21 lists the configuration file names for the ShoreTel 400-Series IP phones. These files are stored in the phone configuration directory created on the server when your ShoreTel system is installed. The default directory for these configuration files is as follows: :\ftproot\phoneconfig .
5 Configuring and Maintaining 400-Series IP Phones Specifying Configuration Parameters through Custom Configuration Files Note File names for MAC configuration files must be in lower case and not contain punctuation. The following is an example of a custom configuration file name for a particular phone identified by its MAC address: custom_00104928630b.txt. The phone-specific custom configuration file is the last file read.
5 Configuring and Maintaining 400-Series IP Phones Receiving Configuration Settings from a Switch Use custom power settings as follows: The phone screens return to partial brightness at 07:00 rather than the default of 06:00. The phone screens enter sleep state (completely blank or dark) at 20:00 rather than the default of 19:00. This schedule applies to the phone displays on weekdays and Saturdays, rather than the default of just weekdays.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 22: Source File Abbreviations Source Abbreviation in Table DHCP Site Specific Option DHCP Configuration File CFG Manual Entry Using SETUP Phone Configuration Setting from the Voice Switch SIP Table 23: Configuration Parameters Group Parameter [audiohaldm] gains.p2.handsetMicAnalog Gain Value Format and Default A numerical value between 12 (louder) and 0 (quieter). Values must be divisible by 3.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter [audiohaldm] gains.p2.handsetSpeaker AnalogGain Value Format and Default A numerical value between -6 (louder) and -18 (quieter). Values must be divisible by 3.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter [audiohaldm] gains.p8.headsetMicAnalog Gain Value Format and Default A numerical value between 18 (louder) and 6 (quieter). Values must be divisible by 3.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter [audiohaldm] gains.p8cg.headsetSpeaker AnalogGain Value Format and Default A numerical value between -6 (louder) and -18 (quieter). Values must be divisible by 3.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter Value Format and Default [net] dot1XEnable On or Off Default: On [net] dnsAddress Comma-separated list of IP addresses Description Source Enable or disable 802.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter [power] sleepTimeout Value Format and Default A number that indicates minutes Default: 60 Description Source The number of minutes without phone activity (calls or key presses) that elapse before the phone transitions to the sleep state, which dims the backlight and lowers power usage depending on the settings for the sleepEthernetLowPower and sleepUsbSuspend parameters.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter [power] sleepInhibitStopTime Value Format and Default A four-digit time on a 24-hour clock Default: 19:00 [power] sleepInhibitDays Comma-separated list of abbreviations for days of the week. Other valid values are “none” and “all”.
5 Configuring and Maintaining 400-Series IP Phones Configuration Parameters Table 23: Configuration Parameters Group Parameter [system] overrideConfigServers [system] remoteSyslogger Value Format and Default Description Source A comma-separated list of IP addresses or full URL paths The configuration server with the highest precedence. This configuration server overrides the configuration server specified in DHCP option tag 156.
5 Configuring and Maintaining 400-Series IP Phones Setting up an Alternate Configuration Server Setting up an Alternate Configuration Server If any of the default network configuration settings on the phone are not appropriate for your production network, to save time you might want to stage phones by using a custom configuration file on an alternate configuration server and network rather than manually changing the setting on each phone.
5 Configuring and Maintaining 400-Series IP Phones Viewing IP Phone Diagnostic Information Viewing IP Phone Diagnostic Information You can view diagnostic information about the 400-Series IP phones in your system by using ShoreTel Director. You can view diagnostic information for a specific phone through that phone’s user interface.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone 3. To return to the Diagnostics menu, do one of the following: On the IP420, press the selector button on the navigation key pad. On the IP480, IP480g, and IP485g, press the Back soft key or press the selector button on the navigation key pad. 4.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone 6. To return to the Diagnostics menu, do one of the following: On the IP420, press #. On the IP480, IP480g, and IP485g, press the Back soft key or press the selector button on the navigation key pad. 7. To exit, do one of the following: On the IP420, scroll to the bottom of the Diagnostics menu to select the Exit option, and then press the selector button on the navigation key pad.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone 6. To return to the Diagnostics menu, do one of the following: On the IP420, press #. On the IP480, IP480g, and IP485g, press the Back soft key or press the selector button on the navigation key pad. 7. To exit, do one of the following: On the IP420, scroll to the bottom of the Diagnostics menu to select the Exit option, and then press the selector button on the navigation key pad.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone 1. With the phone on hook, press the MUTE key followed by 73887# (SETUP#). The Password prompt opens. 2. Enter the admin password, and press the OK soft key. 3. Use the navigation key pad to scroll to the Diagnostics submenu, and press the Open soft key. 4. Use the navigation key pad to scroll to the Capture submenu. 5.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone Tip To enter a period in an IP address, press the * key. To enter the = symbol, while in either uppercase or lowercase alphanumeric entry mode, press the * key several times to move through various symbols until the = symbol is displayed. You can change the entry mode by pressing the soft key on the left. 9. Optionally, to see the contents of a packet on the IP480, IP480g, or IP485g, press the Details soft key.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone 3. With Clear configuration highlighted, do one of the following: On the IP420, press the selector button on the navigation key pad. On the IP480, IP480g, and IP485g, press the Open soft key or press the selector button on the navigation key pad. The Clear configuration screen is displayed. 4.
5 Configuring and Maintaining 400-Series IP Phones Viewing Diagnostic Information on a Phone If you specify a location through the diagnosticServers configuration parameter, log files are uploaded to that location. (For details, see Table 23 on page 138.
5 Configuring and Maintaining 400-Series IP Phones Diagnostic and Failure Messages for 400-Series IP Phones On the IP480, IP480g, and IP485g, press the Back soft key or wait for the log upload to complete. The phone displays a message indicating whether the log upload was successful. 6. When the log upload is finished, do one of the following: On the IP420, press #. On the IP480, IP480g, and IP485g, press the OK soft key. 7.
5 Configuring and Maintaining 400-Series IP Phones Diagnostic and Failure Messages for 400-Series IP Phones In addition to messages displayed on the phone, syslog messages of CRITICAL, ALERT, and EMERGENCY priority levels are sent to a remote syslog server if configured. To configure a remote syslog server, you must specify a value for the remoteSyslogger configuration parameter. For more information about configuring the remoteSyslogger parameter, see Table 23 on page 138.
5 Configuring and Maintaining 400-Series IP Phones Diagnostic and Failure Messages for 400-Series IP Phones Table 24: Error Messages (Continued) Message on Phone Display Message in Remote Syslog and/or in Details View of Phone Message Interpretation and Action No config server specified If using DHCP, ensure that a configuration server is specified in the settings for DHCP option tag 156 and/or option tag 66. If not using DHCP, use MUTE 73887# (SETUP#) to specify a configuration server.
5 Configuring and Maintaining 400-Series IP Phones Diagnostic and Failure Messages for 400-Series IP Phones Table 24: Error Messages (Continued) Message on Phone Display No Service Message in Remote Syslog and/or in Details View of Phone Message Interpretation and Action No SIP server found in config The phone cannot connect with a SIP switch because no switch is configured. The phone did not obtain the IP address of a SIP switch from the configuration files.
5 Configuring and Maintaining 400-Series IP Phones Diagnostic and Failure Messages for 400-Series IP Phones Table 24: Error Messages (Continued) Message on Phone Display Message in Remote Syslog and/or in Details View of Phone Message Interpretation and Action No upload server configured If the diagnosticServers configuration parameter was used to specify a destination for log and capture uploads, check the status of that server. Otherwise, check the status of the Headquarters server.
5 Configuring and Maintaining 400-Series IP Phones Displaying Settings for an IP Phone Displaying Settings for an IP Phone 1. With the phone on hook, press the MUTE key followed by 4636# (INFO#). The Admin Options menu opens. 2. Use the navigation key pad and the selector button to scroll through and open the submenus as necessary to see the phone’s settings. For descriptions of the parameters, see Table 20 on page 130. 3.
CHAPTER 6. Other IP Endpoints This chapter provides information about ShoreTel phone IP endpoints other than the 400-Series IP phones, which are described in Chapter 5, Configuring and Maintaining 400-Series IP Phones on page 121. This chapter contains the following information: Overview ................................................................................................................. 163 IP Phones.............................................................................................
6 Other IP Endpoints Boot Configuration Operation ........................................................................... 172 IP Phone Configuration .................................................................................... 172 Local Keypad Procedures................................................................................. 188 PhoneCTL Command Line Tool .............................................................................. 191 Commands ........................................
6 Other IP Endpoints Overview Overview The ShoreTel system manages calls and applications for three types of IP endpoints: IP phones, SoftPhones, and conference bridges. IP endpoints are identified by IP address and can exist anywhere on the network. All IP endpoints are supported by ShoreTel voice switches, which must have sufficient capacity for all the IP endpoints in the system. IP endpoints are configured in the system with ShoreTel Director.
6 Other IP Endpoints Embedded IP Phone Display Driver IPCS IPCS manages the IP phone configuration process, including configuration files and the database updates. Problems with IPCS connectivity can prevent IP phones from booting and prevent phone configuration data from being updated. Client Application Server (CAS) Client Application Server handles the remaining functions, such as event handling and feature button functions.
6 Other IP Endpoints IP Phone Communications Call Manager Switch The call manager module of the ShoreTel Voice Switches handles the Media Gateway Control Protocol (MGCP) information from the IP phones assigned to it. After a call is connected to an endpoint, media streams are independent of the call manager switch. The ShoreTel Voice Switch communicates call information to other switches in the system using ShoreTel’s enhanced SIP protocol.
6 Other IP Endpoints IP Phone Firmware Upgrades IP Phone Firmware Upgrades The IP phone application software can be upgraded by replacing the application file on the FTP server. When ShoreTel 100-, 200-, 500-, and 600-Series IP phones boot up or reboot, they automatically download the available new firmware. You can also initiate firmware updates by triggering a reboot through either the Diagnostics & Monitoring system or Quick Look, which are both available through ShoreTel Director.
6 Other IP Endpoints Diagnostic and Failure Messages Table 25: Diagnostic and Failure Messages (Continued) Display Message Interpretation Boot Save Failed Writing the boot image to flash memory failed. Reconfiguring Network The phone is switching VLANs. Note: This might be displayed after DHCP and/or after configuration file processing. Duplicate IP Address A duplicate IP address is typically caused by DHCP or a manual entry of the IP address onto multiple devices.
6 Other IP Endpoints Troubleshooting the IP Phone Display Table 25: Diagnostic and Failure Messages (Continued) Display Message Interpretation Request Service (for IP110) Being requesting service from MGC. Requesting Service (for others) No Service MGC service is unavailable. Troubleshooting the IP Phone Display This section presents some techniques for troubleshooting the IP Phone Display Server. When you suspect an IPDS (CAS) problem, verify that you can call into voicemail successfully.
6 Other IP Endpoints Troubleshooting the IP Phone Display Notes ShoreTel recommends that you enable IPDT logging only for short periods of time. This feature generates large amounts of data that consumes CPU cycles on the switch and slows it down. You can disable the logging feature by replacing -1 with a -0 in the command above. The -1 variable enables tracing for all IPDT-related components.
6 Other IP Endpoints Manual Phone Configuration Table 27: IPDT Functions (Continued) Argument name Argument Type ipdt_dumpExtCalls extension number string lists all calls on the given extension. Works for "foreign extensions" too (that is, extensions whose call info is supplied by IPDS) ipdt_dumpCCOCalls CCOID integer same as above, using CCOID as key; native extensions only. ipdt_dumpExtCfg extension number string lists configuration and extension status for extension.
6 Other IP Endpoints Manual Phone Configuration The default Password can be changed in ShoreTel Director. For more information, see the ShoreTel System Administration Guide. 3. Enter the values listed in Table 28 when prompted. Press # to advance to the next settings or * to exit . Table 28: Boot up Configuration Prompts Prompt Value Clear all values? Press #. (No.) DHCP – ON Press * and #. IP – Enter the IP address for the phone. Press #. Subnet – Enter the Subnet mask. Press #.
6 Other IP Endpoints Displaying IP Phone Settings Displaying IP Phone Settings You can display the phone’s current IP parameters setting by entering a key sequence from the phone’s keypad. 1. With the phone on hook, press the MUTE key followed by 4636# (INFO#). The phone displays the first two parameters. 2. Press * to advance the display or # to exit. The phone resumes normal operation after the last parameter is displayed. Resetting the ShoreTel IP Phone 1.
6 Other IP Endpoints IP Phone Configuration Table 29 lists the phone configuration file names. . Table 29: Phone Models ShoreTel IP Phone Name Name on Top of Phone Model Name on Barcode Label Underside of Phone Base Configuration Name Custom File Name IP 110 ShoreTel 110 S0 shore_s0.txt s0custom.txt IP 115 ShoreTel 115 S01 shore_s01.txt s01custom.txt IP 212k ShoreTel 212k S12 shore_s12.txt s12custom.txt IP 230 ShoreTel 230 SEV shore_sev.txt sevcustom.
6 Other IP Endpoints IP Phone Configuration Additional configuration files may be included in the file by using the parameter Include where its value is the name of the file (and optionally a path) to include. All include parameters should be located in the original file downloaded from the FTP server. Includes must be located at the end of the main configuration file. The maximum number of included files is 5.
6 Other IP Endpoints IP Phone Configuration Note If RxGain1 is set to 0, the audio is turned off. (The phone does not ring.) 560g Phones The default values for the 560g are slightly different. Not only that, the default values for the audio levels for 560g phones depend on whether the 560g phones are using Release 3.0.0 or Release 3.0.1. To check which release your phone is using, press the Mute button while the phone is on-hook. Then, dial I-N-F-O on the keypad and press #.
6 Other IP Endpoints IP Phone Configuration For more information on the parameters, see Parameter Definitions on page 176. Table 32: Default values for 560G Phones using Release 3.0.
6 Other IP Endpoints IP Phone Configuration The Plantronics CS50 wireless headset provides its own side tone, plus “+” inserts 20 ms delay between the headset and the phone, which causes some people to say they hear echo when using the Plantronics headset, and in this case headset side tone may need to be reduced. When you speak, Plantronics does reduce the gain on the speaker by -24dB; but when you stop speaking, the gain is turned up, and you can hear the last little bit echoed in your ear.
6 Other IP Endpoints IP Phone Configuration WARNING! The tables in the following section contain detailed information that can be used to modify the behavior and functionality of your ShoreTel system. Make sure that you understand what you are doing before attempting to use this information to modify your system. ShoreTel is not responsible for any damage or expenses incurred through misuse of this information.
6 Other IP Endpoints IP Phone Configuration DHCP Site Specific Options Parameters may be set from within a DHCP ACK message in the site specific option field (default is 156, but it may be modified with the SiteOption parameter). These parameters may be specified in the site-specific option field: FtpServers Country Language Layer2Tagging VlanId Enclose each parameter in quotes, and separate multiple parameters with a comma. For example: FtpServers – ”192.168.0.13, 192.168.0.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Default BackLightDim Up to 4 ASCII characters Note: Only applicable to the S6C and S36. CFG 120 Number of additional minutes the backlight remains on at a DIM level after the BackLight interval passed since an idle state was entered. A value of 0 causes the backlight to remain at the dim level indefinitely.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Default Ethernet1 Up to 10 ASCII Character Status of the 1st Ethernet Interface. CFG,MA 1,Auto N Ethernet2 Status, Speed/ Duplex Where: Status is 0 or 1 (disabled or enabled) Speed/Duplex is one of the following: Auto 10/FD 10/HD 100/FD 100/HD 1000/HD 1000/FD Ethernet2 Up to 10 ASCII Character Status of the 2nd Ethernet Interface.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Font2Pixmap Up to 32 ASCII Character CFG Name of the .bmp format file that contains the large font pixmap used by the U/dlt2 signal. Format is windows .bmp 16 color except on the S6c where it is 256 colors. "font2pixmap.bmp" FtpServers Up to 255 ASCII Characters A comma separated list of up to DHCP, MAN 2 FTP servers.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Include Up to 64 ASCII Characters The file name that is specified is CFG read and its contents included into the master configuration file. Files may be specified completely, or may include the variables $Hardware, $Country or $Language. The value of the Hardware Version (programmed into flash at the factory e.g.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Default Layer2Tagging 1 ASCII character 802.1Q tagging enable on Port 1 SSON, CFG, MAN 0 0 – Disable 1 – Enable Layer2Signaling 1 ASCII character Layer 2 signaling priority values CFG from 0 to 7. 0 MaxJitter Up to 4 ASCII characters CFG The maximum value that the jitter buffer may be allowed to grow. Valid values are 10 to 300 mS in 1 mS steps.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Default RingMap Up to 64 ASCII Characters See the document "Custom CFG Rings and Tones V4" for a definition of permissible values. “” RtpBase Up to 5 ASCII characters This is the base port from which CFG the phone transmits and receives media. 3000 The valid range is an even number from 3000 to 65408.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source SetupPassword 32 ASCII Characters MGCP This is the MD5 hash of the password that must be entered after the mute button is pushed to enter a manual key command. Default 1234 Note: This password must be saved in flash after a value is received from the MGC so it can be enforced on subsequent reboots.
6 Other IP Endpoints IP Phone Configuration Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Default SysLogInfo Up to 32 ASCII Characters IP Address, module, verbose level, facility code, and output device of the SysLog function. The port number may be optionally identified and appended to the IP address. CFG 0.0.0.0,0,0,0,0 Note: The default of 514 is used if no port is specified.
6 Other IP Endpoints Local Keypad Procedures Table 35: Phone Configuration Parameters (Continued) Parameter Value Type Value Source Default VlanId Up to 9 ASCII Characters VLAN ID to be used on tagged packets from the phone. SSON, CFG, MAN 0 WallpaperPixmap Up to 32 ASCII Characters Name of the .bmp format file that contains the wallpaper pixmap. Format is windows .bmp 16 color. CFG "wallpaperpixmap.bmp" WallPaper2Pixmap Up to 32 ASCII Characters Name of the .
6 Other IP Endpoints Local Keypad Procedures On the IP phones, “Line 1” and “Line 2” refer to the top and bottom lines of the display. On newer models that support the programmable buttons feature, adapt the display of these positions to suit the capabilities of the LCD in use. The IP110 and 115 models are slightly different from the other models in that they have one line for displaying information.
6 Other IP Endpoints Local Keypad Procedures Table 36: Local Command Interface (Continued) Access Sequence Mnemonic Procedure Description Mute 73738# RESET After displaying a warning, resets the phone. On the top line “Reset Phone?” and on the bottom line “* – no, # – yes”. Mute 73887 SETUP After the mute sequence is provided, if SetupPassword is not null, then prompt for the proper password ending in #. Do not display password digits as they are entered but use *.
6 Other IP Endpoints PhoneCTL Command Line Tool 4. Defaults In other words, configuration parameters have precedence over DHCP over Setup over Defaults. Not all parameter sources may be supported for every parameter. Table 35 on page 179 indicates which sources are allowed for each parameter. To fully manually configure a phone simply turn off DHCP, then use the Setup command but be sure not to specify an FTP server that might download a config file and overwrite your manual settings.
6 Other IP Endpoints Configuring Syslog Functionality for the ShoreTel IP Phones Note All commands are case-insensitive. After the phonectl command, the user is prompted to enter a password. After the user enters the correct password, the device permits access to executables that configure or diagnose the respective device. CLI passwords are configurable only through ShoreTel Director. The default password is ShoreTel.
6 Other IP Endpoints Configuring Syslog Functionality for the ShoreTel IP Phones Table 37: setLogLevel Command Syntax Example Parameters Prompt:\phonectl setLogLevel [moduleID] [level] [destIP] Prompt:\phonectl - moduleID is the ID number of the specific IP phone setLogLevel 3 7 software modules the logging level is being set for. It is a 192.168.0.170 32-bit integer. Values must be 0-655335. Each bit in the integer enables or disables a specific module. Any module bit that is not set is not logged.
6 Other IP Endpoints Retrieving Information about the IP Phone SetOutputDev The setOutputDev command (Table 39) sets the output device to which the syslog messages are sent. The device may be either a serial port or the syslog server. Table 39: setOutputDev Commands Syntax Example Parameters Prompt:\phonectl setOutputDev [devID] [destIP] Prompt:\phonectl setOutputDev 0 192.168.0.170 devID is set to zero if the device is a serial port or one for the syslog server.
6 Other IP Endpoints Retrieving Information about the IP Phone Table 42: showConnInfo Command Syntax Example Parameters Prompt:\phonectl showConnInfo [destIP] Prompt:\phonectl showConnInfo 192.168.0.170 destIP is the IP address of the destination IP phone to which the command is sent. ShowStats The showStats command (Table 43) shows information about connections created by MGCP_create messages.
6 Other IP Endpoints SoftPhone SoftPhone The ShoreTel SoftPhone can be launched through Communicator. SoftPhone does not support NAT or firewall transversal. Problems with the Headquarters server or network connectivity can prevent the SoftPhone from being loaded. From a configuration and management standpoint, the SoftPhone appears to be an IP phone with some limitations. User have access to the DTMF keys (0-9, #, *), on hook, off hook, and flash.
6 Other IP Endpoints Park Park When a user is on a call and hits the park button, the phone remains off-hook and plays a dial tone. When a user parks a call while on the speakerphone or headset, the phone automatically goes onhook. The phone plays dial tone only if the user is on the handset. When using hands-free mode with the speaker or headset, the phone goes on-hook without a dial tone.
CHAPTER 7. ShoreTel Service Appliances This chapter contains information about ShoreTel Service Appliances. It contains the following information: Overview ................................................................................................................. 199 Using the Service Appliance ................................................................................... 199 Service Appliance Maintenance .......................................................................
7 ShoreTel Service Appliances Overview Overview The ShoreTel Service Appliance is a sealed appliance, optimized for resiliency and security, capable of running ShoreTel services. The Service Appliance can host Audio Conferencing, Web Conferencing and Instant Messaging services. Service appliances are deployed in the same manner as other ShoreTel voice switches and managed similarly to the voicemail-enabled switches.
7 ShoreTel Service Appliances Manual Backup Note Install the Service Appliance on the same network as the FTP backup server to avoid bandwidth issues. The Service Appliance can generate more than 1GB of data per day and have more than 100GB stored internally. There are two methods for backing up the Service Appliance: Automatic scheduled backup Manual backup. Automatic Backup Automatic backup are performed after the system administrator configures the backup parameters in ShoreTel Director.
7 ShoreTel Service Appliances Manual Backup Accessing the Service Appliance Using the DB9 Serial Port 1. Connect a serial cable from a desktop/laptop PC to the DB9 serial connector on the rear of the Service Appliance. Note Establishing the serial console connection requires a DB9 female to DB9 female cable, instead of a DB9 male to DB9 female as in the ShoreTel voice switches.
7 ShoreTel Service Appliances Restoring the Service Appliance Backup
7 ShoreTel Service Appliances Disk Management The restore is complete when the restoreweb command returns you to the svccli prompt ('>'). 3. Verify that the restore is complete by checking the /cf/shorelinedata/Logs/FtpSync .
7 ShoreTel Service Appliances Service Appliance Logging Process Service Appliance Logging Process Collaboration Manager/Collaboration Attendant (CMCA) The CMCA provides session control for new and existing conferences. Monitoring conference extensions via TMS and manages participant and Reservation-less or Scheduled conference calls arriving at the Conference Extension. It uses the media module for playing prompts, playing files, playing tones, recording media sessions.
7 ShoreTel Service Appliances Log Files Table 49: Service Appliance Protocols Call Control Messages between Media and STTS to provide media resources to conference participants CDS Call Data Service - provides CDR records to the HQ database NCC Network Call Control provides call setup/teardown between TMS and network switches SIP Session Initiation Protocol - setup and teardown phone calls between switches.
7 ShoreTel Service Appliances Accessing Utilities from SSH Accessing Utilities from SSH ShoreTel provides access to several voicemail utilities through a Linux BASH command line. Voicemailenabled switches define two accounts: Admin and Root. Admin: The Admin account provides access to selected ShoreTel and Linux utilities, including all voicemail-enabled switch command line interfaces. Note ShoreTel recommends that user log into the Admin account when accessing Linux utilities.
7 ShoreTel Service Appliances Diagnostics and Repair The administrator can execute this command only by using the root account for the SSH session. Cli The cli interface accesses diagnostic tools, manipulates debug setting levels, and displays system information. cli can be run from any remote SSH session or from Windows prompts originating from the local host, the controlling Distributed server, or the Main ShoreTel server.
7 ShoreTel Service Appliances Restore Factory Default Restoring a backup to an Service Appliance - detailed in this chapter, see Restoring the Service Appliance Backup on page 202 Perform Restore to Factory Default - detailed below in Restoring Service Appliance to Factory Default on page 208 Restoring Service Appliance to Factory Default 1. Using the serial port, login to the Service Appliance as ‘root’. 2. Type "stcli" to open STCLI menu. 3. Select 7 -- Restore factory default. 4.
CHAPTER 8. ShoreTel Client Applications This chapter contains information about the ShoreTel client applications in the following sections: Overview ................................................................................................................. 210 The Communicator Suite .................................................................................. 210 Theory of Operations ........................................................................................ 210 Diagnostics.......
8 ShoreTel Client Applications Overview Overview This chapter provides technical background information about the ShoreTel Communicator application suite. The Communicator Suite The Communicator Suite includes the following items: Different functional versions of the Communicator client application: Personal Professional Workgroup Agent Workgroup Supervisor Operator.
8 ShoreTel Client Applications Diagnostics Executable Modules Table 51 lists and describes the top-level executable modules used by Communicator applications. Table 51: Communicator Executable Modules Module Description ShoreTel.exe Launches Communicator application. Note: The application shortcut launches this task. Sendclientlogs.exe Sends client logs to ShoreTel Customer Support. PCMMapiRd.exe Reads MAPI contacts and loads them into Communicator. CSISCMgr.exe Client-side CSIS component.
8 ShoreTel Client Applications Troubleshooting Login or Startup Problems The values of the system extensions (AA, BAA, VM, VM Login). The values of the paging and night bell extensions for the user’s site. Basic contact information (home country, home area code, and default access code). This initial data store provides Communicator with enough information to perform high-level tasks that include displaying call information and permitting the user to place and manage calls.
8 ShoreTel Client Applications Troubleshooting Telephony Issues Note If the server name and/or login name are incorrect, continue with the sub-steps. Otherwise, skip to Step 3. d. From the Provider Usage menu, choose Do not use this service provider (disable), and click Apply. e. Change the server name and login name to the correct values. f. From the Provider Usage menu, choose Use this service provider (enable), and click Apply. g. Exit all ShoreTel applications. Note Make sure CSISCMgr.exe exits.
8 ShoreTel Client Applications Troubleshooting CAS/IPDS Issues Troubleshooting CAS/IPDS Issues Client Application Server (CAS) is a collection of many client modules including IPDS. Default tracing in CAS is appropriate for troubleshooting most of the issues in TAPI, history, voice mail, database activity, Data API requests and client login issues.
8 ShoreTel Client Applications Troubleshooting CAS/IPDS Issues If the client session is running, determine if it is using the home CAS session. If the client is connected to a non-home CAS, certain services such as history and personal contacts in Server status are not available. Phone Issues Use WinCASClient to determine if the cause of the phone issue is on the server. Review the client log for an event “device-changed-evt” or response “get-ext-props”.
8 ShoreTel Client Applications Troubleshooting CAS/IPDS Issues Find play request: 16:38:44:809 P/TID 7132/PCMMainThread [VoiceMailStorage]PostRequest: {"topic":"vm","message":"play","timestamp":1328661524809,"sequenceid":304,"request-id":304,"mbox-id":"120","msg-id":"5ILPZQIDU","dropcall":true,"pos":0} Sample error message: 16:38:47:165 P/TID 7132/6592 Error: CAS Asynchronous command result:{"topic":"vm","message":"error-evt","timestamp":1328661527128,"sequenceid":1318,"req-sequence-id":304,"error":-105
8 ShoreTel Client Applications Confirming TAPI Operations location=http://10.186.0.141:5449/voicemail/download/5FXZPVBDE.wav?sessionid=0aba0044cc22c3bb890b57fb1daa1c26d27aa846dc5b89d4 to tmpLoc=C:\Users\lokino\AppData\Local\Temp\tmpA065.tmp 15:41:30:965 P/TID 10196/PCMMainThread [AudioFileWavePlayer]m_webClient_DownloadFileCompleted: localFile='C:\Users\lokino\AppData\Local\Temp\tmpA065.tmp', WaveFileLength=72160 Confirming TAPI Operations 1.
8 ShoreTel Client Applications Remote TAPI Service Provider TMS ShoreTel Voice Switch Telephone Company Central Office Troubleshooting Configuration Problems Isolating a Caller ID Problem 1. Use another TAPI application, such as Phone Dialer or TB20, to check the connected ID name and number. The name and number should match the information that appears in Communicator.
8 ShoreTel Client Applications Troubleshooting MAPI Contact Import Problems Using SHAdrTst.exe Troubleshooting MAPI Contact Import Problems Using SHAdrTst.exe You can isolate MAPI contact import problems by running SHAdrTst.exe, which is included on the client DVD. Running SHAdrTst.exe: 1. From a command prompt or DOS window on the client PC, run SSHAdrTst.exe by typing: SHAdrTst The command lists what Communicator can import. Table 52 lists and describes the available options for SHAdrTst.exe.
8 ShoreTel Client Applications Using Log Files Using Log Files Another critical resource for troubleshooting is the log file where Communicator logs TAPI events, configuration events, and voice mail events, as well as all unexpected errors, exceptions, and warnings. The main log file is named CC-YYMMDD.HHMMSS.log. CC is literal; YYMMDD represents the year, month, and day of the date when the file was created; and HHMMSS represents the hour, minute, and second of the time the file was created.
8 ShoreTel Client Applications Setup Wizard Setup Wizard Another component of the client, the Setup Wizard, continues the configuration of Communicator after installation. The Setup Wizard appears the first time Communicator runs on any PC. It reappears if a user cancels the Wizard before completing the configuration, or installs Microsoft Outlook at a later date.
8 ShoreTel Client Applications Existing Communicator Issues CSISSvr-XXXXX.Log on server (basic level) CSIS-XXXX.Log at C:\Documents and Settings\client's name\Application Data\ShoreTel Client\Logs on client machine. Note You must enable CSIS Tracing in Communicator. The following is an example log generated, when Communicator starts up. This information is logged on the user's computer. The information of "5804: (5564) 13:35:19.992 PST [CSIS-CONNDLL] CCSISSvrCONN::checkUpgrade for CCARR-755.
APPENDIX A. Event Codes This appendix includes information about ShoreTel Event codes. It covers the following topics: Overview ................................................................................................................. 224 Event Types ............................................................................................................ 224 Using the Event Code Tables.................................................................................. 225 Switches................
A Event Codes Overview Overview This appendix provides a comprehensive list of ShoreTel event codes. Organized by error type and sorted by event ID numbers, the tables in this appendix are a helpful resource for troubleshooting events reported by the ShoreTel system. ShoreTel Director provides the following methods for viewing events: Clicking Maintenance > HQ Event Log > System or Application lets you see all events the system or application generates.
A Event Codes Using the Event Code Tables Using the Event Code Tables The event tables in this appendix provide a structured view of events you may encounter in messages and log files. Each event table entry includes a unique event ID number, a severity level, the event message text, possible causes, and suggested courses of action (if any). In some cases, event codes result from other error conditions that cause related problems.
A Event Codes Switches Switches Table 54 lists and describes event codes for switches. Table 54: Event Codes: Switches ID Severity Level Message Cause Action 100 Error Switch : Event message lost, queue overflow. The ShoreTel Voice Switch is receiving too many events from the NT Server. Possibly caused by an application problem on the ShoreTel server. Check the ShoreTel server for events that might indicate an application problem.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 109 Error Switch : Unable to seize trunk on port . Taking trunk temporarily out of service. The switch cannot seize a trunk. Verify that the trunk line is connected to the ShoreTel Voice Switch. Check wiring between ShoreTel Voice Switch and the telephone company De-marc.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 115 Information Switch : System restarted.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 127 Error Switch : Failed to forward call on from to . The call cannot be forwarded to the specified extension. Confirm that the specified extension's call handling mode configuration is valid.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 143 Warning Switch : Echo train grade F port . The specified port did not receive proper echo cancellation properties. Use ShoreTel Director to reset the port. The trunk or phone connected to the port may exhibit poor sound quality or echo. If the error was reported on a phone port, lift the phone’s receiver to view the event log.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 149 Warning Switch : Low Erle port . The echo suppression software detected a low echo-return loss on the specified port. No action for an isolated occurrence. If the error persists, follow the course of action suggested for Event 143. 151 Information Switch : Reboot due to configuration synchronization.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 159 Error Switch : DHCP IP address mismatch: Existing address: Offered address: Fatal Error... Rebooting . The IP address currently stored in the switch’s flash memory is not the same as the address that DHCP is trying to assign to it.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 166 Error Switch : Fan failed. The fan in the ShoreTel Voice Switch failed. Replace the ShoreTel Voice Switch. 167 Warning Switch : Fan running slow. Voice Switch is running slow. If the condition persists, the switch may overheat. If this event is accompanied by Event 168, no action is required.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 174 Error Switch : -70 Volt failure. The 70-Volt DC power supply failed. Replace the switch. 175 Information Switch : Voltage OK. The power supply that reported a failure is once again operating correctly. No action.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 183 Error 3.3V too high: value – d.dV Board failure Return for repair. Board failure Return for repair. Board failure Return for repair. Board failure Return for repair. Board failure Return for repair. 3.3V too low: value – d.dV 184 Error 12V too high: value – d.dV 12V too low: value – d.dV 185 Error 25V too high: value – d.dV 25V too low: value – d.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level 1306 Warning Message Cause Switch : Call was unable to be completed due to insufficient network bandwidth between sites. An attempted call exceeded the limit on the number of media streams allowed for multiple sites.
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Switch : Config Store: . Notable event while reading No action. non-volatile switch The configuration configuration. received from the server supplies any missing data. 1316 Information Switch : Trunk to trunk transfer from port killed after
A Event Codes Switches Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause 1326 Information Switch : SoftSwitch Stopping %2. SoftSwitch service stopped. If the SoftSwitch service does not restart within two minutes, perform a manual restart and contact ShoreTel Technical Support. 1330 Error Switch : Soft Switch Stopping . SoftSwitch service stopped.
A Event Codes Telephony Management Service (TMS) Table 54: Event Codes: Switches (Continued) ID Severity Level Message Cause Action 1340 Warning Switch : . Attempt to conference using Check switch switch conference configuration. resources failed. 1341 Warning Switch : Call was unable to be completed due to insufficient network bandwidth at site . Bandwidth limits have been exceeded. Check site configuration.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS ID Severity Levels Message Cause Action 200 Error TMS Assertion Failure: . TMS encountered a Restart the TMS non-fatal error. service. Contact ShoreTel Technical Support and submit a support incident. 201 Information ShoreTel-TMS service started. Version: . TMS service started. No action. 202 Information ShoreTel-TMS service stopped. TMS service stopped. No action.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 206 Error Switch Ethernet-Address IP-Address conflict. Expect: Found: Detected telephony switch with IP address or Ethernet address in conflict with the configuration database.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 211 Warning Switch booted via FTP. Possible switch firmware corruption. If a failure occurs during firmware upgrade, a switch must boot via FTP instead of from its firmware. The switch is no longer able to boot from flash memory and is now booting via FTP. Reburn flash memory.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 212 Warning Switch software version mismatch: TMS Version: Switch Version: The switch firmware is upgraded the next time the switch boots. TMS detects a switch with outdated firmware. New switches ship with base firmware that is “down” from the current version.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 221 Error Failed to load firmware image file . Telephony Management Service was unable to load the switch firmware image file. A switch firmware upgrade may not be possible. This error appears when the “\Shoreline Communications\S horeTel Server” does not have the “FileSys.dll” file, and TMS can’t find or access this file.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 231 Error The configuration for switch “” no longer matches the system configuration database. This condition may exist on additional switches, and may result in unexpected behavior. To resolve the problem, restart any switch having a configuration mismatch (as shown on the Director-QuickLook page).
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 235 Information TAPI connection for login from initiated. New TAPI connection accepted from a user at a specific IP address. No action. 237 Information TAPI connection for login from closed.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 243 Warning TAPI request thread timed out after seconds for context performing request type . TMS is not responding to internal messages in a timely fashion. This event can precede a significant failure in TMS.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 248 Information Failed to write to the log file (Error Code – ). Further logging is suspended until midnight or service restart. The ShoreTel log files collect diagnostics and are not required for correct system behavior. TMS failed to write to a log files. No action.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 252 Information A time change of %1 was detected in the system clock. The system clock was changed. No action. Changing the system clock can result in inaccurate call timers for applications and skew call detail reporting records. A system clock adjustment only affects calls in progress at the time of the change.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 256 Warning This server is configured with Loopback IP address. This may prevent other servers from reaching this server. Configure with proper IP address for this server. ShoreTel servers cannot be configured with loopback IP addresses. The administrator must configure this server correctly in ShoreTel Director and ensure that the correct IP address is given.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause 259 Information The ShoreTel Telephony Management Service is reinitializing because new configuration changes have occurred. When an No action needed. administrator changes the IP address of a remote server, the ShoreTel Telephony Management Service on that remote server is reinitialized with the new IP address.
A Event Codes Telephony Management Service (TMS) Table 55: Event codes: TMS (Continued) ID Severity Levels Message Cause Action 261 Warning This ShoreTel Server is deleted from the configuration database. The server was deleted permanently or configuration changes were made to this server that caused it to be deleted and added again. TMS (Telephony Management Service) on this server is reinitialized and remains in standby until the server is added again.
A Event Codes Voice Mail Port Manager Voice Mail Port Manager Table 56 lists and describes event codes for voice mail. Table 56: Event Codes: Voice Mail Port Manager ID Severity Level 401 Information Voice Mail Port Manager Voice Mail Port Manager starting.Version: service started. . No action. 402 Information Voice Mail Port Manager Voice Mail Port Manager stopping. service stopped. No action if the service was intentionally stopped by a user.
A Event Codes Voice Mail Port Manager Table 56: Event Codes: Voice Mail Port Manager (Continued) ID Severity Level 415 Error The outbound AMIS phone number for System ID %1 was not found. Verify that the System ID includes a phone number associated with it. 416 Error An internal error occurred. The system was unable to delete an AMIS message from the outbound message queue.
A Event Codes Voice Mail Port Manager Table 56: Event Codes: Voice Mail Port Manager (Continued) ID Severity Level 421 Error Message Cause Action Number of delivery attempts (%2) to AMIS System ID %1 exceeded. Verify that the number is correct. 1001 Information Voice Mail Message Voice Mail Message Server Server starting. Version: service started. No action. 1002 Information Voice Mail Message Server stopping. Voice Mail message service stopped.
A Event Codes Voice Mail Port Manager Table 56: Event Codes: Voice Mail Port Manager (Continued) ID Severity Level 1006 Information Message Cause Error writing mail box file The Voice Mail system failed to disk. to a mailbox.dat file on the disk where the message storage directory \shoreline data\vms resides. Action The write failure can result from corrupted data or a Windows NT error. Verify that the hard drive or drive partition where \shoreline data\vms resides is operating properly.
A Event Codes Voice Mail Port Manager Table 56: Event Codes: Voice Mail Port Manager (Continued) ID Severity Level 1015 Error Message Cause Action All Voice Mail Message Server threads in use. The mail server cannot access resources. This event corresponds to a logged NT event indicating serious problems that can prevent clients from retrieving voice mail. Contact ShoreTel Technical Support and be prepared to provide the voice mail log files for further analysis.
A Event Codes Voice Mail Port Manager Table 56: Event Codes: Voice Mail Port Manager (Continued) ID Severity Level 1109 Information Message Cause Action Unable to create message Error . The system was unable to write to the mailbox.dat file on the disk where the message directory \shoreline data\vms resides. A write failure is usually the result of corrupted data or a Windows NT error.
A Event Codes Voice Mail Port Manager Table 56: Event Codes: Voice Mail Port Manager (Continued) ID Severity Level Message Cause Action 1114 Information Verify that the hard drive or drive Listen unheard was The server was unable to unable to open message locate the indicated message partition where \shoreline data\vms resides is operating . number. properly.
A Event Codes Media Driver Media Driver Table 57 lists and describes event codes for the ShoreTel Media Driver. Table 57: Event Codes: Media Driver ID Severity Level Message Cause Action 2100 Information ShoreTel Media Driver started.Version: . ShoreTel Media Driver started. No action. 2101 Information ShoreTel Media Driver stopped. ShoreTel Media Driver stopped. No action. 2102 Error ShoreTel Media Driver failed to start. .
A Event Codes Event Watch Table 57: Event Codes: Media Driver ID Severity Level Message Cause Action 2107 Error ShoreTel Media Driver is unable to bind all media channels within the configured UDP port range. Either the UDP port range given is not sufficient, or some of the UDP ports are being used by other components in this system.
A Event Codes System Management Interface System Management Interface Table 59 lists and describes event codes for the system management interface. Table 59: Event codes: System Management Interface ID Severity Level Message Cause Action 900 Information User successfully logged in. Specified user logged into ShoreTel Director. No action. A user history is maintained for auditing purposes. 901 Information User failed to log in.
A Event Codes Trigger Server Table 60: Event Codes: Port Mapper (Continued) ID Severity Level Message Cause Action 701 Information service stopping. Port Mapper service stopped. No action. 702 Error Can’t bind socket; port in use. The preferred port for the RPC Portmapper (111) is already in use. Notify ShoreTel Technical Support, and be prepared to provide server log files.
A Event Codes Distributed Routing Service (DRS) Table 61: Event Code: Trigger Server ID Severity Level Message Cause Action 805 Error The notification server lost connectivity with a notification client. This may indicate a network outage or unexpected client behavior. Client: Status: . Usually indicates that one of the ShoreTel services crashed without properly closing its connection. No action, when related to a service failure.
A Event Codes Kadota Utility Kadota Utility Table 63 lists and describes event codes for Kadota utility. Table 63: Event Codes: Kadota Utility ID Severity level Message Cause Action 1400 Information service starting. Version: Specified version of Kadota Utility started. No action. 1401 Information service stopping. Kadota Utility stopped. No action. Call Accounting Table 64 lists and describes event codes for call accounting.
A Event Codes Workgroup Server Workgroup Server Table 65 lists and describes event codes for workgroup server. Table 65: Event Codes: Workgroup Server ID Severity level Message Cause Action 1600 Information WorkgroupServer Started. Workgroup server started. No action. 1604 Information WorkgroupServer Stopping. The workgroup server is stopping. No action if server was stopped intentionally. Otherwise, review the WG*.log and SC*.log to identify reason for stoppage.
A Event Codes CSIS Table 66: Event Codes: CSIS (Continued) ID Severity Level Message Cause Action 2401 Error CSIS Web Services contained an error (). CSIS Web services experienced a nonfatal error. Contact ShoreTel Technical Support and be prepared to provide the CSIS log for review. (The embedded error code is a CSIS or Microsoft error code.) 2402 Information User at Workstation authenticated.
A Event Codes IP Phone Configuration Service (IPCS) IP Phone Configuration Service (IPCS) Table 67 lists and describes event codes for IPCS. Table 67: Event Codes: IP Phone Configuration Service (IPCS) ID Severity Level Message Cause Action 2700 Information ShoreTel IPCS Server started. IPCS Server started. No action. 2701 Error Handler not installed. The service was not installed properly. Re-install the service. 2702 Information The ShoreTel IPCS Server Stopped. IPCS Server stopped.
A Event Codes IP Phone Display Server (IPDS) Table 67: Event Codes: IP Phone Configuration Service (IPCS) (Continued) ID Severity Level Message Cause Action 2707 Information IP Address for IP-Phone Device: is set to NULL in the configuration database. The IP address for a “downed” IP phone is set to NULL. No action. The IP-Phone Device: was unable to be configured since another IP Phone device is using the same IP Address.
A Event Codes IP Phone Display Server (IPDS) Table 68: P Phone Display Server (IPDS) (Continued) ID Severity Level Message Cause Action 2803 Warning An unexpected service control message was encountered. The Win32 Service Control Manager reports an unexpected message. The IPDS installation was probably modified manually by the user. Contact ShoreTel Technical Support and be prepared to provide server logs.
A Event Codes IP Phone Display Server (IPDS) Table 68: P Phone Display Server (IPDS) (Continued) ID Severity Level Message Cause Action 2807 Error The following error condition was encountered in the ShoreTel IP Phone Display Service: . A general error message that can accompany extensive user problems. Usually the result of a fatal TAPI error. Contact ShoreTel Technical Support and be prepared to provide server logs. Perform other diagnostics at your discretion.
A Event Codes IP Phone Display Server (IPDS) Table 68: P Phone Display Server (IPDS) (Continued) ID Severity Level Message Cause Action 2813 Error The IP Phone Display service was unable to recover from an apparent crash in the Microsoft Telephony Service. Stop and restart the Microsoft Telephony Service and all ShoreTel services that depend on it. Fault in Microsoft Telephony Service; there is no potential to recover automatically.
A Event Codes IP Phone Display Server (IPDS) Table 68: P Phone Display Server (IPDS) (Continued) ID Severity Level Message Cause Action 2817 Information The IP Phone display service’s connection to the ShoreTel database recovered from the previous error. A database retry after 2815/1816 errors was successful and the situation was recovered from. No action. 2818 Error The ShoreTel database is missing a table or stored procedure needed to run the following stored procedure: (name if query).
APPENDIX B. Alerts This chapter includes information about ShoreTel alerts. It contains the following information: Overview of Alerts ................................................................................................... 275 Bandwidth Alerts ..................................................................................................... 276 Connection Alerts.................................................................................................... 277 Server Alerts ............
B Alerts Overview of Alerts Overview of Alerts This appendix provides a comprehensive list of ShoreTel alerts organized by category. These alerts are a valuable resource for understanding events reported by the ShoreTel system. Alerts identify system issues by correlating events that occur in the ShoreTel system. The data for these correlations comes from the Windows event log, the Monitoring Database and an internal database that keeps track of status information on sites and switches.
B Alerts Bandwidth Alerts Bandwidth Alerts Table 70 describes the alerts related to bandwidth. Messages are listed alphabetically within each severity level. Table 70: Bandwidth Alerts Severity Description Level Critical Warning Warning Cause Action and Clearing Status Bandwidth utilization critical A site has reported a bandwidth threshold has been exceeded. utilization percentage above the accepted threshold.
B Alerts Connection Alerts Connection Alerts Table 71 lists and describes the alerts related to connections. Messages are listed alphabetically within each severity level. Table 71: Connection Alerts Severity Level Critical Description Cause Switch has lost The switch’s managing server connection to the network. cannot communicate with the switch. Action and Clearing Status Ensure that the switch is running and is connected to the network.
B Alerts Switch Alerts Table 72: Server Alerts Severity Level Warning Description Cause Action and Clearing Status TMS has detected invalid Director configurations. The server is having issues with its current IP address, which could be due to a configuration issue. Review the associated events and determine appropriate configuration changes. After resolving the configuration issue, you must clear the alert manually.
B Alerts Switch Alerts Table 73: Switch Alerts Severity Level Warning Description Cause Action and Clearing Status Switch core is operating at an unsafe temperature. The switch is operating at a temperature level that is over the switch’s threshold. Ensure that the switch is running in a temperaturefriendly environment. This alert clears automatically if the switch’s temperature returns to normal.
B Alerts Trunk Group Alerts Table 73: Switch Alerts Severity Level Warning Description Cause Action and Clearing Status Switches have reached maximum capacity of IP phones. No ports allocated for IP phones are available on any of the available switches. Reserve a port on a switch for an IP phone, or if no ports can be reserved add a switch to the system. Refer to the ShoreTel System Administration Guide or contact ShoreTel Technical Support for assistance.
B Alerts Voice Quality Alerts Table 74: Trunk Group Alerts Severity Level Critical Description Cause Action and Clearing Status Trunk occupancy critical threshold has been exceeded. A trunk on a switch is being used for a high volume of calls. This situation could occur for either of the following reasons: Allocating more ports on the switch for trunk usage will more evenly distribute the trunk utilization load.
B Alerts Voice Quality Alerts Table 75: Voice Quality Alerts Severity Description Level Critical Call quality critical threshold has been exceeded. Cause Action and Clearing Status A stream within a call occurring over a switch has been identified as having poor voice quality (“bad call”). Monitor the calls on the switch and any alerts from the same switch that could be related.
APPENDIX C. DCOM Permissions This chapter contains an overview of DCOM permissions in the following sections: Overview ................................................................................................................. 284 Editing DCOM Permissions..................................................................................... 284 My Computer Properties................................................................................... 284 TriggerServer Properties .......................
C DCOM Permissions Overview Overview ShoreTel systems have one HQ server and multiple remote servers. Applications running on remote servers access data service components residing on the HQ server through DCOM. DCOM permissions are configured by the Installer when the servers are installed and by the SP1Repair command line utility.
C DCOM Permissions TriggerServer Properties Select the following permissions: Administrators: Local Launch – allow; Remote Launch – allow Local Activation – allow; Remote Activation – allow INTERACTIVE: Local Launch – allow; Remote Launch – allow Local Activation – allow; Remote Activation – allow SYSTEM: Local Launch – allow; Remote Launch – allow Local Activation – allow; Remote Activation – allow TriggerServer Properties 1.
C DCOM Permissions Kadota Utilities properties Kadota Utilities properties 1. Open the KadotaUtil Properties window by selecting MMC > Component Services > Computers > My Computer > DCOM Config > KadotaUtil. 2. Open the General panel, and set Authentication level to Default. 3. Open the Location panel, and select Run application on this computer. 4. Open the Security panel. a. Click Edit in the Launch and Activation Permissions section.
C DCOM Permissions TMSManager2 properties Return to the KadotaUtil Properties window by clicking OK. 6. Open the Identity panel, and select The system account (services only). TMSManager2 properties 1. Open the TMSManager2 Properties window by selecting MMC > Component Services > Computers > My Computer > DCOM Config > TMSManager2 > Properties. 2. Open the General panel, and set Authentication level to Default. 3. Open the Location panel, and select Run application on this computer. 4.
C DCOM Permissions ZinManager Properties Select the following permissions: Administrators: Local Launch – no selection; Remote Launch – no selection; Local Activation – allow; Remote Activation – allow SYSTEM: Local Launch – no selection; Remote Launch – no selection; Local Activation – allow; Remote Activation – allow Return to the ZinManager Properties window by clicking OK. b. Click Edit in the Configuration Permissions section.
APPENDIX D. Switch Port Pinouts This chapter contains information about ShoreTel switch port pinouts. It contains the following information: Switch Model Numbers ........................................................................................... 291 Switch Models ......................................................................................................... 291 ShoreTel 1-U Half Width Voice Switches ..........................................................
D Switch Port Pinouts ShoreTel 24A Voice Switch............................................................................... 317 ShoreTel 60 Voice Switch ................................................................................. 318 ShoreTel 40 Voice Switch ................................................................................. 320 ShoreTel T1 and ShoreTel E1 Voice Switches .................................................
D Switch Port Pinouts Switch Model Numbers Switch Model Numbers Switch model numbers are located on the rear panel (Figure 17).
D Switch Port Pinouts ShoreTel 1-U Full Width Voice Switches ShoreTel 1-U Full Width Voice Switches ShoreTel 120 (SG 120) – also referred to as ShoreTel 120/24 (SG 120/24) ShoreTel 60 (SG 60) – also referred to as ShoreTel 60/12 (SG 60/12) ShoreTel 40 (SG 48) – also referred to as ShoreTel 40/8 (SG 40/8) ShoreTel T1 (SG T1) ShoreTel E1 (SG E1) ShoreTel 24A (SG 24A) ShoreTel IPBX Voice Switches ShoreTel 24 (IPBX 24) Voice Switch (2 RU) ShoreTel T1 (IPBX T1) Voice Switch (1.
D Switch Port Pinouts Power Failure Transfer Unit: Trunk Port 1 to Extension Port 12 Make Me Conference Resources: 12 ports ShoreTel 90 Voice Switch Ports 1-12 Maximum IP Phone Resources: 90 devices Analog Port Reallocation: 60 Built-in Resources: 30 ShoreTel 90 Connectors 1 3.5 mm mono connector for audio input (music on hold) 1 3.
D Switch Port Pinouts ShoreTel 90BRI Voice Switch Table 76: ShoreTel 90 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 14 Brown/Black 39 Black/Brown 15 Slate/Black 40 Black/Slate 16 Blue/Yellow 41 Yellow/Blue 17 Orange/Yellow 42 Yellow/Orange 18 Green/Yellow 43 Yellow/Green 19 Brown/Yellow 44 Yellow/Brown 20 Slate/Yellow 45 Yellow/Slate 21 Blue/Violet 46 Violet/Blue 22 Orange/Violet 47 Violet/Or
D Switch Port Pinouts ShoreTel 90BRI Voice Switch Four BRI Spans, each comprising two channels: Eight channels maximum Make Me Conference Resource: None Maximum IP Phone Resources: 90 devices Analog Port Reallocation: 20 Digital Channel Reallocation: 40 Built-in Resources: 30 ShoreTel 90BRI Connectors 1 3.5 mm mono connector for audio input (music on hold) 1 3.
D Switch Port Pinouts ShoreTel 50 Voice Switch Table 77: ShoreTel 90BRI RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 10 Extension 19 Brown/Yellow 44 Yellow/Brown 20 Slate/Yellow 45 Yellow/Slate 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
D Switch Port Pinouts ShoreTel 50 Voice Switch Analog Port Reallocation: 30 Built-in Resources: 20 ShoreTel 50 Connectors 1 3.5 mm mono connector for audio input (music on hold) 1 3.
D Switch Port Pinouts ShoreTel 30 Voice Switch Table 78: ShoreTel 50 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color – 19 Brown/Yellow 44 Yellow/Brown – 20 Slate/Yellow 45 Yellow/Slate Blue/Violet 46 Violet/Blue Orange/Violet 47 Violet/Orange Extension - DID 23 Green/Violet 48 Violet/Green – 24 Brown/Violet 49 Violet/Brown – 25 Slate/Violet 50 Violet/Slate 11 Type Extension - DID 21 – 22 12 ShoreTel 30
D Switch Port Pinouts ShoreTel 30 Voice Switch ShoreTel 30 Connectors 1 3.5 mm mono connector for audio input (music on hold) 1 3.
D Switch Port Pinouts ShoreTel 30BRI Voice Switch Table 79: ShoreTel 30 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable olor 22 Orange/Violet 47 Violet/Orange Extension - DID 23 Green/Violet 48 Violet/Green – 24 Brown/Violet 49 Violet/Brown – 25 Slate/Violet 50 Violet/Slate – 12 ShoreTel 30BRI Voice Switch Figure 22: ShoreTel 30BRI Front Plate Audio Input Port (music on hold) Status LED BRI Port RS-232C Maintentance P
D Switch Port Pinouts ShoreTel 30BRI Voice Switch ShoreTel 30BRI Connectors ShoreTel 14 1 3.5 mm mono connector for audio input (music on hold) 1 3.
D Switch Port Pinouts ShoreTel 30BRI Voice Switch ShoreTel 30BRI RJ-21X Telephone and Trunk Connector Table 80: ShoreTel 30BRI RJ-21X Telephone and Trunk Connector Pins Port Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color – 1 Blue/White 26 White/Blue – 2 Orange/White 27 White/Orange – 3 Green/White 28 White/Green – 4 Brown/White 29 White/Brown – 5 Slate/White 30 White/Slate – 6 Blue/Red 31 Red/Blue – 7 Orange/Red 32 Red/Orange – 8 Green/Red 33 Red/Green
D Switch Port Pinouts ShoreTel 30BRI Voice Switch Figure 23: ShoreTel 220T1 Front Plate Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector T1 LEDs Telco Port Default Switch Power LED Network LEDs Audio Output Port (night bell) RS-232C Maintentance Port LAN 2 Connector Monitor Port Switch Capacity Digital Circuit Resources: 24 channels maximum One T1 circuit, 24 channels per circuit: 24 channels maximum Make Me Conference Resource: None Maximum IP Phone Resou
D Switch Port Pinouts ShoreTel 220T1A Voice Switch ShoreTel 220T1A Voice Switch Figure 24: ShoreTel 220T1A Front Plate Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector T1 LEDs T1 Telco Port Default Switch Power LED Network LEDs Audio Output Port (night bell) RS-232C Maintentance Port LAN 2 Connector T1 LEDs RJ-21X Telco Port T1 Monitor Port Switch Capacity Analog Circuit Resources Ports 1-2: Two Loop Start Trunks Ports 9-12: Four Extensions or DID Trunks.
D Switch Port Pinouts ShoreTel 220T1A Voice Switch 1 RJ-21X male connector for mass termination of the telephone/trunk ports 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 220T1A RJ-21X Telephone and Trunk Connector Table 81: ShoreTel 220T1A RJ-21X Telephone and Trunk Connector Pins Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 1 Trunk 1 Blue/White 26 White/Blue 2 Orange/White 27
D Switch Port Pinouts ShoreTel-220E1 Voice Switch ShoreTel-220E1 Voice Switch Figure 25 Figure 25: ShoreTel-220E1 Front Plate Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector E1 LEDs Telco Port Default Switch Power LED RS-232C Maintentance Port LAN 2 Connector Network LEDs Audio Output Port (night bell) Monitor Port Switch Capacity Digital Circuit Resources: 30 channels maximum One E1 circuit: 30 channels per circuit Make Me Conference Resource: none Maxim
D Switch Port Pinouts ShoreTel T1k Voice Switch ShoreTel T1k Voice Switch Figure 26: ShoreTel T1k Front Plate Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector T1 LEDs Telco Port Default Switch Power LED Network LEDs Audio Output Port (night bell) RS-232C Maintentance Port LAN 2 Connector Monitor Port Switch Capacity Digital Circuit Resources: 24 channels maximum One T1 circuit: 24 channels per circuit Make Me Conference Resource: None Maximum IP Phone Reso
D Switch Port Pinouts ShoreTel E1k Voice Switch ShoreTel E1k Voice Switch Figure 27: ShoreTel E1k Front Plate Audio Input Port (music on hold) Status 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 Switch Capacity Digital Circuit Resources: 30 channels maximum One E1 circuit: 30 channels per circuit Make Me Conference Resource: None Maximum IP Phone Reso
D Switch Port Pinouts Specifications – SG Voice Switches Specifications – SG Voice Switches ShoreTel 90V Voice Switch Figure 28: ShoreTel 90V Front Plate Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector Power LED Network LEDs LAN 2 Connector RS-232C Auxilary Port Default Switch RS-232C Maintentance Port RJ-21X Telco Port Audio Output Port (night bell) Switch Capacity Analog Circuit Resources Ports 1-8: Eight Loop Start Trunks Ports 9-12: Four Extensions or
D Switch Port Pinouts ShoreTel 90V 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 90V RJ-21X Telephone and Trunk Connector Table 82: ShoreTel 90V RJ-21X Telephone and Trunk Connector Pins Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 1 T
D Switch Port Pinouts ShoreTel 90BRIV Voice Switch ShoreTel 90BRIV Voice Switch Figure 29: ShoreTel 90BRIV Front Plate 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) Switch Capacity Analog Circuit Resources Ports 9-12: Extensions Digital Circuit Resources Four BRI Spans, each comprising two channels: Eight
D Switch Port Pinouts ShoreTel 90BRIV Voice Switch 4 RJ-45 T1 telco port ShoreTel 90BRIV RJ-21X Telephone and Trunk Connector Table 83: ShoreTel 90BRIV RJ-21X Telephone and Trunk Connector Pins Port Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color – 1 Blue/White 26 White/Blue – 2 Orange/White 27 White/Orange – 3 Green/White 28 White/Green – 4 Brown/White 29 White/Brown – 5 Slate/White 30 White/Slate – 6 Blue/Red 31 Red/Blue – 7 Orange/Red 32 Red/Orange – 8
D Switch Port Pinouts ShoreTel 50V Voice Switch ShoreTel 50V Voice Switch Figure 30: ShoreTel 50V Front Plate Audio Input Port (music on hold) Status LED Network LEDs LAN 1 Connector Power LED Network LEDs LAN 2 Connector RS-232C Auxilary Port Default Switch RS-232C Maintentance Port RJ-21X Telco Port Audio Output Port (night bell) Switch Capacity Analog Circuit Resources Ports 1-4: Four Loop Start Trunks Ports 11-12: Two Extensions or DID Trunks.
D Switch Port Pinouts ShoreTel 50V Voice Switch Power Failure Transfer Unit: Trunk Port 1 to Extension Port 12 Backup Operator: Extension Port 12 ShoreTel 50V RJ-21X Telephone and Trunk Connecto r Table 84: ShoreTel 50V RJ-21X Telephone and Trunk Connector Pins Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 1 Trunk 1 Blue/White 26 White/Blue 2 Orange/White 27 White/Orange 3 Green/White 28 White/Green 4 Brown/White 29 White/Brown 5 Slate/White 30 White/S
D Switch Port Pinouts Specification – SG 1U Full Width Switches Specification – SG 1U Full Width Switches ShoreTel 120 Voice Switch The ShoreTel 120 is also referred to as the ShoreTel 120/24 (SG 120/24).
D Switch Port Pinouts ShoreTel 120 Voice Switch 1 RJ-11 connector for connecting an analog phone (extension 9) 1 RJ-21X male connector for mass termination of the telephone/trunk ports Power Failure Transfer Unit: Trunk Port 8 to Extension Port 9 Backup Operator: Extension Port 9 ShoreTel 120 RJ-21X Telephone and Trunk Connector Table 85: ShoreTel 120 RJ-21X Telephone and Trunk Connector Pins ShoreTel 14 Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 1 Trunk, DID,
D Switch Port Pinouts ShoreTel 24A Voice Switch Table 85: ShoreTel 120 RJ-21X Telephone and Trunk Connector Pins(Continued) Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 22 Extension 22 Orange/Violet 47 Violet/Orange 23 Extension 23 Green/Violet 48 Violet/Green 24 Extension 24 Brown/Violet 49 Violet/Brown 25 Slate/Violet 50 Violet/Slate – ShoreTel 24A Voice Switch Figure 32: ShoreTel 24A Front Plate Audio Input Port (music on hold) Power LED Analog Phone RJ-
D Switch Port Pinouts ShoreTel 60 Voice Switch 1 RJ-21X male connector for mass termination of the telephone/trunk ports ShoreTel 24A RJ-21X Telephone and Trunk Connector Table 86: ShoreTel 24A RJ-21X Telephone and Trunk Connector Pins Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color 1 Extension 1 Blue/White 26 White/Blue 2 Extension 2 Orange/White 27 White/Orange 3 Extension 3 Green/White 28 White/Green 4 Extension 4 Brown/White 29 White/Brown 5 Extens
D Switch Port Pinouts ShoreTel 60 Voice Switch Figure 33: ShoreTel 60 Front Plate Audio Input Port (music on hold) Power LED Analog Phone RJ-11 Network LEDs ShoreGear- 60/12 Default Switch LAN Connectors RS-232C Maintentance Port Audio Output Port (night bell) RJ-21X Telco Port Switch Port LEDs Switch Capacity Analog Circuit Resources Ports 1-8: Eight Loop Start Trunks, DID Trunks, or Extensions Ports 9-12: Four Extensions.
D Switch Port Pinouts ShoreTel 40 Voice Switch ShoreTel 60 RJ-21X Telephone and Trunk Connector Table 87: ShoreTel 60 RJ-21X Telephone and Trunk Connector Pins Ring Cable Color Tip Pin # Tip Cable Color Trunk, DID, Extension 1 Blue/White 26 White/Blue 2 Trunk, DID, Extension 2 Orange/White 27 White/Orange 3 Trunk, DID, Extension 3 Green/White 28 White/Green 4 Trunk, DID, Extension 4 Brown/White 29 White/Brown 5 Trunk, DID, Extension 5 Slate/White 30 White/Slate 6 Trunk, DID, Ex
D Switch Port Pinouts ShoreTel 40 Voice Switch Figure 34: ShoreTel 40 Front Plate Audio Input Port (music on hold) Power LED Analog Phone RJ-11 Network LEDs ShoreGear- 40/8 Default Switch LAN Connectors RS-232C Maintentance Port Audio Output Port (night bell) RJ-21X Telco Port Switch Port LEDs Switch Capacity Analog Circuit Resources Ports 1-2: Two Loop Start Trunks, DID Trunks, or Extensions Ports 3-4: Two Loop Start Trunks.
D Switch Port Pinouts ShoreTel T1 and ShoreTel E1 Voice Switches ShoreTel 40 RJ-21X Telephone and Trunk Connector Table 88: ShoreTel 40 RJ-21X Telephone and Trunk Connector Pins Port Type Ring Pin # Ring Cable Color Tip Pin # Tip Cable Color – 1 Blue/White 26 White/Blue – 2 Orange/White 27 White/Orange – 3 Green/White 28 White/Green – 4 Brown/White 29 White/Brown 1 Trunk, DID, Extension 5 Slate/White 30 White/Slate 2 Trunk, DID, Extension 6 Blue/Red 31 Red/Blue 3 Tru
D Switch Port Pinouts ShoreTel T1 and ShoreTel E1 Voice Switches The ShoreTel E1 provides higher-density trunking to the central office using PRI signaling. The ShoreTel E1 can also be used as a gateway to legacy PBX systems.
APPENDIX E. Port Usage This appendix contains ShoreTel port usage information and includes the following sections: Port Usage Tables................................................................................................... 325 Port Usage Part 1 ............................................................................................. 325 Port Usage Part 2 .............................................................................................
E Port Usage Port Usage Tables Port Usage Tables The following sections provide port usage information for the ShoreTel System. For easier printing and viewing, the information is divided into two parts. Port Usage Part 1 Table 89 contains the first part of the port usage information for the ShoreTel system.
Port Usage Part 1 Port Usage Table 89: Port Usage – Part 1 (Continued) Originating Device Service Appliance Destination Device Switch V-Switch Service Appliance Call Control UDP 5440 Location Service UDP 5441 - Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control Call Control UDP 5440 Location Service UDP 5441 - Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control Call Control UDP 5440 Location Service UDP 5441 - Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission
E Port Usage Port Usage Part 1 Table 89: Port Usage – Part 1 (Continued) Originating Device IP Phone Softphone 327 Destination Device Switch V-Switch Call Control UDP 2727 MGCP Call Control UDP 2727 MGCP Media Stream UDP 1000010550 RTP (configurable) Media Stream UDP 1000010550 RTP (configurable) Traceroute UDP, same as RTP Traceroute UDP, same as RTP Call Control UDP 2727 MGCP Call Control UDP 2727 MGCP Media Stream UDP 1000010550 RTP (configurable) Media Stream UDP 1000010550 RTP (configu
Port Usage Part 1 Port Usage Table 89: Port Usage – Part 1 (Continued) Originating Device Distributed Voice Server (DVS) Destination Device Switch V-Switch Service Appliance Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC UDP 5458 SUNRPC Broadcast Call Control UDP 2427 MGCP - Media proxy UDP 5440 Location Service UDP 5441 - Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC
E Port Usage Port Usage Part 1 Table 89: Port Usage – Part 1 (Continued) Originating Device Headquarters Server Destination Device Switch V-Switch Service Appliance Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC UDP 5458 SUNRPC Broadcast Call Control UDP 2427 MGCP - Media proxy UDP 5440 Location Service UDP 5441 - Call Control UDP 5443 Bandwidth Manager UDP 5445 Admission Control TCP 5452 RPC NCC commands
Port Usage Part 1 Port Usage Table 89: Port Usage – Part 1 (Continued) Originating Device Other (Like SIP endpoints) ShoreTel 14 Destination Device V-Switch Service Appliance IP Phone Configuration Control UDP 68 DHCP Client Configuration Control UDP 68 DHCP Client Configuration Control UDP 68 DHCP Client Configuration Control UDP 68 DHCP Client Call Control UDP 5060 SIP Call Control UDP 5060 SIP Maintenance TCP 23 Telnet Media Stream UDP 1000010550 RTP - for SIP Media Stream UDP 1000010550 R
E Port Usage Port Usage Part 2 Port Usage Part 2 Table 90 contains the second part of the port usage information for the ShoreTel system.
Port Usage Part 2 Port Usage Table 90: Port Usage - Part 2 (Continued) Originating Device V-Switch Destination Device Softphone Call Control UDP 2427 MGCP Media Stream UDP 10000-10550 RTP (configurable) Traceroute UDP, same as RTP ShoreTel 14 Distributed Voice Server Headquarters Server Port Mapper TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Port Mapper: TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper Call Control TMS RPC: TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP/UDP 5500-5600 MSRP
E Port Usage Port Usage Part 2 Table 90: Port Usage - Part 2 (Continued) Destination Device Originating Device Service Appliance Softphone Media Stream UDP 10000-10550 RTP (configurable) Traceroute UDP, same as RTP Distributed Voice Server Headquarters Server Call Control TMS RPC: TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP/UDP 5500-5600 MSRPC Call Control TMS RPC: TCP 5457 NCC Event port UDP 5458 SUNRPC Broadcast TCP/UDP 5500-5600 MSRPC SoftSwitch UDP 5440 - Location Service UDP 5441 -
Port Usage Part 2 Port Usage Table 90: Port Usage - Part 2 (Continued) Originating Device Communicator Destination Device Softphone Distributed Voice Server Windows RPC Connection Negotiation TCP 135 MS RPC Port Mapper Windows RPC Connection Negotiation TCP 135 MS RPC Port Mapper Call Control TCP/UDP 5500-5600 MSRPC Remote TAPI Commands TCP 1024-65535 - Remote TAPI Events CMiPhone TCP 5447 – CAS TCP 80 iPhone non-reverse proxy 443 - Default 5449 - Data API 5447 - CAS API 80 - Session manager API Confe
E Port Usage Port Usage Part 2 Table 90: Port Usage - Part 2 (Continued) Destination Device Originating Device IP Phone Softphone Softphone Media Stream UDP 10000-10550 RTP (configurable) Media Stream UDP 10000-10550 RTP (configurable) Distributed Voice Server Headquarters Server Media Stream UDP 10000-10550 RTP (configurable) Media Stream UDP 10000-10550 RTP (configurable) FTP TCP port 21 FTP TCP port 21 Media Stream UDP 10000-10550 RTP (configurable) Configuration Control TCP 80 HTTP Other
Port Usage Part 2 Port Usage Table 90: Port Usage - Part 2 (Continued) Originating Device Distributed Voice Server (continued) Destination Device Softphone Distributed Voice Server Headquarters Server Other TMS UDP dynamic [102465535] – broadcast. TMSTMS disaster recovery TCP 5430 – TMS/DTAS interserver communication Distributed Voice Mail TCP 25 SMTP - Voice Mail transport Database TCP 4308 – config DB (RO via ODBC for DDB) (R11.x) CAS Session Manager (R11.
E Port Usage Port Usage Part 2 Table 90: Port Usage - Part 2 (Continued) Destination Device Originating Device Headquarters Server Softphone Media Stream UDP 10000-10550 RTP (configurable) Traceroute UDP, same as RTP Distributed Voice Server Headquarters Server RPC Connection Negotiation TCP 111 RPC Port Mapper UDP 111 RPC Port Mapper TCP 135 MS RPC Port Mapper Third Party Double-Take (If Configured) TCP 8000 Heartbeat Transmit TCP 8005 Status Transmit TCP 8006 Stats Report Maintenance TCP 1024-65
