Specifications

ShoreTel Client Applications Troubleshooting Configuration Problems
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ShoreTel 14 Maintenance Guide 218
 Remote TAPI Service Provider
 TMS
 ShoreTel Voice Switch
 Telephone Company Central Office
Isolating a Caller ID Problem
1. Use another TAPI application, such as Phone Dialer or TB20, to check the connected ID name
and number.
The name and number should match the information that appears in Communicator.
If these do not match, it is probable that Communicator detected the number in another application
running on the user's machine and applied formatting rules to make the entry unique.
2. Locate the call in question and use the TMSncc log to view the Caller ID information the client sent
to the server.
3. Use the trunk debugger to identify what the CO sent to the switch.
Troubleshooting Configuration Problems
The following symptoms may indicate configuration issues:
 A Server Unavailable message appears when the user attempts to change his or her call handling
or headset mode.
 Unable to use Configure ShoreTel System via Communicator’s Options menu, or unable to access
ShoreTel System from the Windows Control Panel.
 Call handling mode or headset mode display on Communicator is inaccurate.
Review Troubleshooting Login or Startup Problems on page 211. Most of the diagnostic guidelines in
that section apply to configuration problems as well.
Isolating a Configuration Problem
1. Confirm that the CSIS server is running by entering the URL provided.
2. If the CSIS server is running, make sure that CSISCMgr.exe is also running on the client PC.
3. If the client process is running, try toggling the hands-free mode on and off, or change the call
handling mode.
4. Verify that Communicator is connected to the CSIS server by placing the cursor in the QuickDialer
dialog box and pressing Ctrl + F12.
Use the diagnostics dialog to check the connection.