3HORE4EL 0LANNING AND )NSTALLATION 'UIDE
Document and Software Copyrights Copyright © 1998–2006 by ShoreTel, inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel Inc.
Contents PREFACE Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Documentation . . . . . . . . .
ShoreTel Converged Conference Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Contact Center Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Desktop Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Personal Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunk Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 After-Hours Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Example of Direct Inward Dial Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Blended Call Routing . . . . . . . . . . . . . . . . . .
Recommendations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Application Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Workgroup Agents and Supervisors . . .
Multisite Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multisite with VPN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Computing Admission Control Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Admission Control . . . . . . . . . . . . . . . . . . . . .
Dialing the Conference Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-28 Document Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-28 ShoreTel Contact Center Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-29 CHAPTER 12: DESKTOP REQUIREMENTS Checklist . . . . . . .
SMDI Protocol Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-7 Configuring Legacy Voice Mail Integration Using SMDI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-11 Configuring ShoreTel Voice Mail Integration Using SMDI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-19 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Notifying Users via Email. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Installation Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Silent Client Upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tones, Cadences, and Impedances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing Plan Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Single-Extension Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Trunk Access Codes . . . . . . . . . . . . . . . . . .
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-1 Supported RFCs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2 General SIP Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2 Configuration . . . . . . . .
Preface This preface provides information about the objectives, organization, and conventions of the ShoreTel 6.1TM Planning and Installation Guide. Objectives This document provides planning and installation information for the ShoreTel 6.1 system and components. Audience This guide is written for the person who plans, installs, administers, and maintains the ShoreTel 6.1 system. This individual should be knowledgeable about data networking and telephony to use this guide effectively.
Preface Software Documentation The ShoreTel 6 Administration Guide provides detailed reference information (both taskbased and screen-by-screen) on how to administer and maintain the ShoreTel 6.1 system using ShoreWare Director. If you are installing one or more ShoreTel Conference Bridges, refer to the ShoreTel Converged Conference Solution Administration Guide for complete installation and configuration information. Both guides can be found in the documentation folder on the CD.
Preface • Data-entry field names, hypertext links, control buttons, keywords, and other items within the system management interface are in boldface text. • Information that you enter in data-entry fields is in a data_entry font. • NOTE indicates an area of special interest to the user.
Preface Preface – xvi ShoreTel, Inc.
Part I: Introduction
C H A P T E R 1 Getting Started Congratulations on your purchase of the ShoreTel 6.1TM system! Highly flexible, your new ShoreTel 6.1TM system is also simple to install, administer, and maintain. You will be able to unify all your locations and voice applications into a single, efficient voice communications network. Voice communications is a mission-critical application.
Getting Started Recommendations The following recommendations help ensure that your planning and installation of the ShoreTel 6.1 system proceeds smoothly. • Resource planning: Do not underestimate the amount of resource commitment needed to successfully implement a mission-critical application such as a new voice communications system. • Schedule planning: Likewise, do not underestimate the amount of time needed to successfully implement the system. Plan necessary tasks ahead of time.
Getting Started ShoreCare ControlPoint Installation services are built around ShoreCare ControlPoint, an interactive, webbased project management tool that allows you to take complete control of the installation process. ShoreCare ControlPoint provides real-time visibility into each step of the system installation, from initial needs assessment and resource planning to the final step of going live with the new voice system. It also lets you simultaneously manage installations at multiple sites.
Getting Started Phase 2: Environmental and Infrastructure Analysis and Upgrade Participate in the Phase 2 conference call Read ShoreTel's power requirements Order power upgrades (as necessary) Scheduled power upgrade completion date Date: Read ShoreTel's racking requirements Racking installation date (if racking is ordered) Date: Read ShoreTel's ventilation requirements Ventilation system upgrade completion date (if ordered) Date: Read ShoreTel's recommendations for Uninterruptable Power Source (UPS)
Getting Started Phase 3: Resource Scheduling and Tracking Participate in the Phase 3 conference call Verify Telco order is on schedule Verify phone order is on schedule Verify power order is on schedule Verify racking order is on schedule Verify ventilation order is on schedule Verify Uninterruptable Power Source (UPS) order is on schedule Verify cabling order is on schedule Verify LAN upgrade order is on schedule Verify WAN upgrade order is on schedule Verify desktop upgrade order is on schedule Verify Sh
Getting Started Phase 5: Installation Readiness Review Participate in the Phase 5 conference call Upgrade desktops, if necessary, and ensure readiness for ShoreTel Client software installation Notify users of the ShoreTel 6.
C H A P T E R 2 System Overview This chapter presents an overview of the ShoreTel 6.1 system, including a description of the system capacity, to guide you in planning your solution.
System Overview ShoreTel Distributed IP Voice Architecture The ShoreTel 6.1 system is a completely distributed voice communication solution with no single point of failure, which is layered on top of your IP network. At the heart of the system is the standards-based Distributed IP Voice Architecture (Figure 2-1), which uniquely distributes call control intelligence to voice switches connected anywhere on the IP network.
System Overview is optional on systems up to 60 switches, but must be enabled on systems with 60 or more switches. When Distributed Routing Service is disabled, ShoreGear switches build an internal routing database from the peer-to-peer communication with other switches. Each ShoreGear switch contains routing information for all endpoints in the system, including information regarding trunk selection for outbound calls.
System Overview Single System Management The ShoreTel 6.1 system provides a single system management solution called ShoreWare Director. This browser-based network management tool provides a single management interface for all voice services and applications across all locations. Even though there are multiple servers and switches to support the services and applications, the ShoreTel 6.1 system provides a single image system across your entire network.
System Overview Distributed Switch Control The ShoreWare Telephony Management Service (TMS) runs on every ShoreWare distributed server, ensuring switch control even if there a WAN outage between the remote server and the headquarters site. Since multiple servers share the task of switch management, if a server fails, only the extensions it controls may be affected by a disruption in service.
System Overview The feature allows an administrator to configure the system so there can be failover of phones from one switch to another in the case of a switch failure. The feature is not intended to provide failover for network outages (i.e. or lost connectivity between the headquarters server and a remote site)1. Some network outage scenarios may be handled by the ShoreTel failover solution. Failover will occur on a phone by phone basis and will be driven by receiving RSIP from the phone.
System Overview Integrated Applications The ShoreTel 6.1 system includes a suite of applications that are integrated with the system. These applications (which are discussed in the following sections) include: • • • • • • • • • Account Codes Voice Mail Automated Attendant Workgroups Directory Viewer History Viewer Call Detail Recording Desktop Call Control Service Unified Messaging Service NOTE TAPI-compliant, third-party applications can also be added on a distributed server with no voice mail users.
System Overview Automated Attendant The integrated automated attendant application provides automated call answering and call redirection, including dialing by name and dialing by number. As with voice mail, there are no “port” limitations such as exist in traditional systems. The automated attendant application is distributed across all the application servers when multiple servers are provisioned. All menus are available locally at every server.
System Overview Queue Monitor The Shoreware Queue Monitor is embedded in the Agent and Supervisor Call Manager client software. The Queue Monitor allows agents and supervisors to monitor businesscritical queue statistics and information in real time. For agents belonging to multiple workgroups, the Queue Monitor displays the queue for all the workgroups of which the agent is a member. Agent Monitor The Agent Monitor provides workgroup supervisors with a real-time view on call center activity.
System Overview Optional Applications To augment the ShoreTel 6.1 solution, ShoreTel offers conference bridge and contact center applications as system options. ShoreTel Converged Conference Solution The ShoreTel Converged Conference Solution provides easy-to-use, cost-effective audio-and-data conferencing. During a conference call, users can share PowerPoint, MSWord, Excel, or text documents with other conference participants by dragging the documents onto Personal Call Manager (PCM).
System Overview The system's ShoreTel Contact Center Server Software, together with its Interactive Voice Response package (IVR), provides the contact center administrator with sophisticated call routing options.
System Overview Advanced Call Manager The Advanced Call Manager level provides “presence” information about other users on the system and is targeted at professionals who use the telephone heavily, typically users who need detailed information about the users they call. The QuickDialer shows if the destination is busy and indicates the call handling status of the destination (standard or nonstandard).
System Overview software and configuration information. Except for a highly reliable fan, the voice switches have no moving parts (for example, no hard drive). Internal sensors automatically monitor the fan as well as the temperature, and if any failure occurs the system can automatically notify the system administrator, through e-mail if desired.
System Overview calling party number, and calling name (if the standard is similar to NI2). Inbound calling name is fully supported, but outbound calling name is only supported for Off System Extension calls. ShoreGear-E1 The ShoreGear-E1 provides high-density trunking to the central office using PRI or QSIG signaling for international installations. It can also be used as a gateway to legacy PBX systems. This switch also supports basic media encryption at the application layer.
System Overview ShorePhone-IP110 ShorePhone-IP110 telephones are supported by the ShoreGear-120/24, ShoreGear-60/ 12, and ShoreGear-40/8 voice switches. The ShorePhone-IP110 phone is a costeffective phone designed for general use. Its key features include: • • • • Single-line display for call information Six function keys (Conference, Hold, Inter-com, Redial, Transfer, Voice Mail) Ethernet Switch port allows connection of a PC to the back of the phone.
System Overview • Supports basic media encryption for calls inside a ShoreTel network • Supports two-line caller ID display feature, which displays the caller name and number on two separate lines for in-coming calls and outbound calls ShorePhone-IP530 ShorePhone-IP530 telephones are supported by the ShoreGear-120/24, ShoreGear-60/ 12, and ShoreGear-40/8 voice switches. The ShorePhone-IP530 is designed for professional users.
System Overview • Supports 10BaseT, 100BaseT, and 1000BaseT operations • 6 custom buttons that can be used for line appearance and other functions • 8 function keys (Voice Mail, Transfer, Options, Conference, Directory, Intercom, • • • • • • • • • Redial, Hold) Four soft keys Gigabit Ethernet Switch port allows connection of a PC to the back of the phone.
System Overview Table 2-1 provides a summary of the ShoreTel 6.1 system capacity. Table 2-1 ShoreTel 6.1 System Capacity Component Capacity Notes Sites 200 Exact number varies by configuration. Switches 60/site 200/system Exact number varies by configuration. Route Points 300 Analog Ports 5,000 Exact number varies by configuration. IP Phones 10,000 Exact number varies by configuration. Simultaneous Calls 5,000 5,000 calling 5,000.
System Overview Table 2-1 ShoreTel 6.1 System Capacity Component Capacity Notes – Simultaneous calls 40 – Busy hour call completion (Analog telephones) 480 1 call per minute x 60 minutes per hour x 8 ports. – Busy hour call completion (IP telephones) 2400 1 call per minute x 60 minutes per hour x 40 IP phones. ShoreGear-T1 – Simultaneous calls 24 – Busy hour call completion 1,440 1 call per minute x 60 minutes per hour x 24 ports.
System Overview Table 2-1 ShoreTel 6.1 System Capacity Component Capacity Notes Storage 2 GBa 2 million combined call records, OR 1.1 million workgroup calls, OR 3 million extension-to-extension calls Call Managers Call Managers (total) 10,000 Call Managers (per server) 1,000 Personal 10,000 Advanced 10,000 Workgroup Agent 500 Workgroup Supervisor 128 Operator 200 250 monitored extensions maximum. 15 One switch can provide MOH for up to 15 switches per site.
Part II: Conceptual Planning and System Design
C H A P T E R 3 Planning and System Design This chapter guides you through the initial design of your new voice communications system. Checklist The purpose of this chapter is to compile a high-level design of your system.
Planning and System Design Determine System Topology The ShoreTel 6.1 system has a unique distributed call control software architecture that enables you to deploy ShoreGear voice switches and IP phones anywhere across your IP network. Even though multiple sites are supported, the ShoreTel 6.1 system is a single system with an extensive set of integrated applications and a single management image. The ShoreTel 6.
Planning and System Design Even though there are multiple servers, the ShoreTel 6.1 system provides a single image system across your entire network. The system is currently certified to support up to 21 servers, one at the headquarters site and up to 20 distributed servers. You should add a server at any site that exceeds 100 users. You must deploy a server for every 1,000 users.
Planning and System Design Step 3 Determine the number of ports for fax machines and modems. Step 4 If you are deploying IP phones, determine the number of telephones that will be IP phones and the number that will be analog phones. Note: Certain users will require access to certain features, such as an operator needing a phone with programmable buttons. Therefore, you should consider which type of functions each user will need in order to select the most appropriate phone for that user.
Planning and System Design Figure 3-1 Telephone and Trunk Planning Spreadsheet (Microsoft Excel) Trunk Requirements Trunks provide connectivity between users on the ShoreTel 6.1 system and the public switched telephone network (PSTN). In this next task in the system design process, you determine the number of trunks required. The number of trunks required on your system varies, depending on the number of users and your specific application needs.
Planning and System Design Option 4 Fill in the Trunks section of the spreadsheet shown in Figure 3-1 to determine the number of trunks you need. The spreadsheet automatically calculates the trunking ratio. Consider Table 3-1 and the following: • Larger locations can typically use lower-density trunking (15%). • Smaller locations need higher-density trunking (50%). • Some applications, such as call centers, can demand higher-density trunking (50%).
Planning and System Design • The ShoreGear-T1 provides a single T1 PRI interface to the PSTN or legacy PBX system. • The ShoreGear-E1 provides a single E1 PRI interface to the PSTN or legacy PBX system. To determine the number of voice switches: • Fill in the ShoreGear voice switches section in the Telephone and Trunk Planning Spreadsheet (Figure 3-1 on page 3-5) to calculate the number of voice switches required.
Planning and System Design 3–8 ShoreTel, Inc.
C H A P T E R 4 Routing Calls This chapter helps you identify the desired routing for inbound and outbound calls, so that you can determine your requirements for configuration and trunking. When installing a voice communications system, the most important decision you must make is how to route incoming calls. This includes calls made to your company, an individual employee, or a group of employees, such as sales or customer support.
Routing Calls Recommendations Consider the following recommendations when designing your call flow plan: • Determine how calls should reach employees and workgroups. You need to • • • • • identify the desired call routing for inbound calls at each site. Identify contingencies, such as alternate plans in the event that the receptionist has an unplanned absence, or the physical phone fails.
Routing Calls Direct All Calls to an Auto-Attendant You can direct all inbound calls to the automated attendant, and prompt the calling party to route the call, based on menu options. Auto-attendant answering is typically used by smaller companies and smaller locations that do not choose to use direct inward dial (DID) numbers. See Figure 4-1 on page 4-5 for an illustration of autoattendant call flow. Organize the auto-attendant with options for various departments.
Routing Calls Calls are presented to the employee with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach the employee’s personal assistant, or “9” to return to the auto-attendant. • The operator by dialing the digit 0. Calls are presented to the operator. If the operator does not answer, a backup operator provides coverage using the operator’s call handling modes.
Routing Calls Figure 4-1 Planning and Installation Guide Auto-Attendant Call Routing 4–5
Routing Calls Direct All Calls to a Live Operator Some companies choose to answer all inbound calls during business hours with a live operator to give callers a more personal experience. If you use a live operator, the most important thing to remember is that the operator’s telephone must always be staffed. ShoreTel recommends the following: • Use the Operator Call Manager, because the standard telephone without OCM • • • • manages only a single call at a time.
Routing Calls After-Hours Call Routing If you route all calls to the operator’s extension, auto-attendant scheduling does not apply; only those calls routed to the auto-attendant use the schedule. Therefore, if you want to use the off-hours, holiday, and custom schedules, set the operator’s call handling mode to forward all calls to the auto-attendant when the operator is unavailable.
Routing Calls In this example, after-hours call routing is handled by an auto-attendant in a very similar fashion to the previous example (Figure 4-1 on page 4-5). To start after-hours call handling, the operator changes his or her call handling mode. This can be done automatically using Microsoft Outlook Calendar in conjunction with Automated Call Handling (although it does require the operator’s personal computer to remain connected with Microsoft Outlook running on it).
Routing Calls Direct All Calls to Extensions ShoreTel recommends using Direct Inward Dial (DID) trunks so that callers can dial extensions directly without having to go through the operator. This provides the most efficient, professional call handling experience to your customers. In the event that an individual is not available, preconfigured call handling modes route callers. This routing might include a cellular telephone, a pager, an alternate extension, or a personal assistant.
Routing Calls Figure 4-3 4 – 10 Direct Inward Dial Call Routing ShoreTel, Inc.
Routing Calls Blended Call Routing Communication systems typically use a mix of automated, live, and DID call routing to maximize user satisfaction as well as efficiency and flexibility. This usually includes taking a published main telephone number and routing it to the auto-attendant, as well as installing DID lines that route calls directly to different workgroups and individual employees.
Routing Calls • Calls are routed directly to the employees using DID and routed through the auto- attendant using Dial by Number and Dial by Name with a mailbox that provides coverage. The calling party can dial “0” in the mailbox to reach his or her personal assistant, or “9” to return to the auto-attendant. • An operator provides limited call handling functions from individual mailboxes or the auto-attendant.
Routing Calls Analyze Outbound Call Routing In general, you should have trunks at every site that support both outbound and inbound calling. Here are some general comments about outbound trunking: • ISDN PRI provides the most feature-rich inbound and outbound calling experience. This includes the support for Caller ID, DID, and DNIS. Caller ID Number is supported for both inbound and outbound calls.
Routing Calls 4 – 14 ShoreTel, Inc.
C H A P T E R 5 Trunk Planning and Ordering This chapter explains the features and functionality of trunks on the ShoreTel 6.1 system, so you can plan and order your service. It includes the following information: • • • • An overview of the trunk types supported on the ShoreTel 6.
Trunk Planning and Ordering Reviewing and Selecting Trunk Types Trunks provide a connection from the ShoreTel 6.1 system to a service provider for the purpose of making and taking calls to and from external parties. The ShoreTel 6.1 system supports seven different ShoreGear voice switches and six different trunk types tailored for specific applications. Table 5-1 shows which trunk types are supported on which voice switch.
Trunk Planning and Ordering Teleworker voice switches. Your organization may already have these installed, and want to use them instead of ordering new loop-start trunks. If you have Centrex lines and do not want to change your primary company telephone number, you can keep Centrex lines. Centrex lines support Caller ID. Be sure to remove the Centrex features, including call waiting, call forward, and voice mail.
Trunk Planning and Ordering Digital Wink-Start Trunks Digital wink-start trunks are supported on the ShoreGear-T1 voice switch. These trunks allow external callers to dial a user’s phone number directly, without having to use an auto-attendant or operator. Digital wink-start trunks support both inbound and outbound calls.
Trunk Planning and Ordering E1 PRI Trunks E1 PRI trunks are supported on the ShoreGear-E1 voice switch. They are flexible trunks that support both inbound and outbound calls for international locations. E1 PRI trunks support: Inbound calls Outbound calls Caller ID number Caller ID name is supported for NI-2 configured trunks QSIG – Calling name is supported if the standard is similar to NI2.
Trunk Planning and Ordering Understanding Trunk Features The ShoreTel 6.1 system supports several different trunk types and trunk features. It is very important to understand the features available on these trunks, since some services are mutually exclusive. Table 5-2 shows each trunk type and the associated features.
Trunk Planning and Ordering • The calling party may be calling from someone else’s number. Caller ID Number is available on analog loop-start, digital loop-start, T1 PRI, and E1 PRI trunks. Two different Caller ID Number formats are used to deliver caller information via loopstart trunks: Single Data Message Format (SDMF) and Multiple Data Message Format (MDMF). SDMF provides the calling number, while MDMF provides any combination of calling name and number.
Trunk Planning and Ordering Direct Inward Dial (DID) Direct Inward Dial (DID) allows extensions (users, menus, workgroups, and route points) on the system to be accessed directly, without the need of an auto-attendant or operator. This is particularly useful when users on the system want their own telephone number. DID is available on analog wink-start, digital wink-start, and PRI trunks. DID numbers are ordered in blocks of 20 or more 10-digit telephone numbers.
Trunk Planning and Ordering Outbound Caller ID The ShoreTel 6.1 system sends the user’s DID number as the caller ID number for outbound calls over PRI trunks. If the DID number is unavailable, the site Caller Emergency Service ID (CESID) is used. If that number is unavailable, no caller ID appears for outbound calls. Additionally, the outbound caller ID can be configured on a per-user basis such that the configured value can take precedence over the user's DID number or the site CESID.
Trunk Planning and Ordering Ordering Telephone Service Once you have determined the types of trunks you need, you will have to either place a new order or make a change order. You can use the associated “Telephone Service Order Forms” that are available on the ShoreWare Server CD or on the ShoreTel support web site. Three order forms are provided for your use: • Analog Service • T1 Service • T1 PRI Service NOTE ShoreTel does not provide an E1 PRI form because this service varies by country.
Trunk Planning and Ordering Analog Service Use the Analog Telephone Service Order form (Figure 5-1) to order analog trunks. Note the following about analog service: • Caller ID Name and Number are supported on loop-start trunks. • ANI is supported on wink-start trunks. • ANI on wink-start trunks must be delivered as ***.
Trunk Planning and Ordering T1 Service Use the T1 Telephone Service Order form (Figure 5-2) to order T1 trunks. Note the following about T1 service: • • • • Caller ID Name and Number are supported on loop-start trunks. ANI is supported on wink-start trunks. ANI on wink-start trunks must be delivered as ***. A channel service unit (CSU) is built into the ShoreGear-T1 voice switch. Figure 5-2 5 – 12 Telephone Service Order Form—T1 Trunks ShoreTel, Inc.
Trunk Planning and Ordering T1 PRI Service Use the T1 PRI Telephone Service Order form (Figure 5-3) to order T1 PRI trunks. Note the following about T1 PRI service: • Caller ID Number is supported on T1 PRI trunks. (Caller ID Name is supported in NI-2 configured trunks.) • A channel service unit (CSU) is built into the ShoreGear-T1 voice switch. Figure 5-3 Telephone Server Order Form—PRI Trunks Ordering Service When you order service, be sure to do the following: • State that a new ShoreTel 6.
Trunk Planning and Ordering 5 – 14 ShoreTel, Inc.
C H A P T E R 6 Dialing Plan This chapter provides an overview of the dialing, call routing, and digit-manipulation capabilities of the ShoreTel 6.1 system. The information in this chapter is particularly useful for administrators of larger, multisite installations. Overview When a phone number is dialed in a ShoreTel 6.1 system, the system performs two distinct operations on a telephone number: Digit collection. Voice switches collect the digits in a telephone number. Digit manipulation.
Dialing Plan Define Digit Collection When someone picks up a telephone in a ShoreTel 6.1 system and begins dialing a telephone number, the voice switch software examines each digit in the number and determines whether digit collection should continue or be terminated. Configuring Internal Numbers In a ShoreTel 6.1 system where users dial internal numbers without an access code, the rules for digit collection are relatively straightforward. Digit collection rules are configured through ShoreWare Director.
Dialing Plan For maximum usability, map extension numbers to the final digits of your DID (if DID is used). NOTE Extensions cannot begin with “911” (911, 911x, or 911xx). Digit Collection Rules When routing calls, the ShoreTel 6.1 system follows the digit collection rules specified on the Dialing Plan edit page in ShoreWare Director. For the first digit collected, specific rules are in effect. Digit Rule 0a Digit collection is stopped and the call is routed to the site operator.
Dialing Plan Step 1 Click Increase Extension Length. Step 2 Specify 3, 4, or 5 digits for the increased length. NOTE After applying your edits, you cannot decrease an extension length. For example, once it is increased to 4, the minimum is 4. NOTE If your system uses three-digit extensions, ShoreTel recommends that you do not assign x11 extensions to users. Configuring External Numbers The ShoreTel 6.1 system supports 1-, 2-, and 3-digit trunk access codes.
Dialing Plan Figure 6-2 NOTE Site Edit Page The Local Area Code and Additional Local Area Codes set on the Site edit page have nothing to do with the Local Area Code, Additional Local Area Codes, and Nearby area codes on the Trunk Group edit page. Area codes on the Site edit page relate only to digit collection, whereas those on the Trunk Group edit page relate only to Network Call Routing and Digit Manipulation. To define 7-digit dialing: Step 1 Open the Site edit page in ShoreWare Director.
Dialing Plan To define 10-digit dialing: Step 1 Open the Site edit page in ShoreWare Director. Step 2 Click Edit next to the Additional Local Area Codes field. The Additional Local Area Codes dialog box, shown in Figure 6-3, appears. Figure 6-3 Additional Local Area Codes Dialog Box See the ShoreTel 6 Administration Guide for more information about the Additional Local Area Codes field on the Site edit page.
Dialing Plan n11 Dialing The ShoreTel 6.1 system supports “n11” dialing, including 411 (information) and 611 (support). If the user dials an access code followed by “n11,” digit collection is terminated after a brief timeout and the call is routed to a trunk. NOTE If your system uses three-digit extensions, ShoreTel recommends that you do not assign x11 extensions to users. 911 Dialing The ShoreTel 6.1 system supports 911 dialing to emergency services.
Dialing Plan Dialing from the ShoreWare Call Manager When you dial an external number from the ShoreWare Call Manager application, the number is converted into canonical format, prepended with an access code, and passed first to the ShoreWare server and then to the ShoreGear voice switch. • If a 7-digit number is dialed, the user’s site local area code is added to the dialed number. • The user’s Default Trunk Access Code, found in the ShoreTel Control Panel, is added to the external number.
Dialing Plan Define Digit Manipulation Once the route decision has been made, the call is passed to the trunk. The dialed number, which is normally passed within the system in canonical format, is examined and manipulated based on the trunk group configuration. This ensures that the number can be properly received by the service provider. First, the trunk access code dialed by the user is removed. If the number is in canonical format (local, long distance, ERC, international), digit manipulation can occur.
Dialing Plan Table 6-1 Digit Manipulation Options Option Description Example Prepend this Dial Out Prefix The Dial Out Prefix is prepended to the number. Not applicable. This feature is typically used when connecting the ShoreTel 6.1 system to a legacy PBX system using the ShoreGear-T1 voice switch. The Dial Out Prefix enables the ShoreTel 6.1 system to seize a trunk on the legacy PBX. The Dial Out Prefix is not applied to Off System Extensions.
Dialing Plan dialing plan were complex and the complexity increased with the number of people and extensions involved. For example, if one company acquired another company and the two companies wanted to merge their phone systems, then no two users could have the same user extension, even if they were at different sites with different prefixes. Users will be able to call other users within a site by dialing only the user number.
Dialing Plan legacy equipment by assigning a new prefix to each new site or to users on the new ShoreTel system. • Legacy integration via OSEs (Off System Extensions) – Ability to call multiple legacy PBXs from the ShoreTel system. • Multi-tenant – On-Net Dialing allows a landlord to maintain one phone system at a building that houses two or more businesses or organizations in such a way that neither organization is aware that the infrastructure or trunk lines are being shared.
Dialing Plan Figure 6-8 Configuring dialing plan Step 4 Click on the drop-down menu to the right of the desired digit and select the number of digits you would like the extension prefix (i.e. site code) to contain. Extension prefixes can range from 1 to 7 digits in length. The leading digit determines the length of the prefix. Extension prefixes with different leading digits do not have to contain the same number of digits.
Dialing Plan Figure 6-9 Make sure to back up your system before clicking Save The Extension Prefix Warning message lists each site in your system. Next to the list of sites you will find a blank field that requires you to enter the desired extension prefix. Note that this prefix will be applied to every dialed number at that particular site, so if the site is an existing one, they will see their phone numbers converted to the new prefix.
Dialing Plan Adding Sites You can add the sites via ShoreWare Director before configuring your dialing plan (or alternatively, you can configure your dialing plan and then add sites at a later time). To add a site via Director, follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the Sites link.
Dialing Plan Once you have created the dialing plan and saved your dialing plan configurations, you can return to the Edit Sites window in Director to verify that the changes have been propagated throughout the system. By clicking on the name of the site, you will see an Extension Prefix field.
C H A P T E R 7 Network Call Routing This chapter provides an overview of call routing, and digit-manipulation capabilities of the ShoreTel 6.1 system. The information in this chapter is particularly useful for administrators of larger, multisite installations. Overview When a phone number is dialed in a ShoreTel 6.1 system, the system performs three distinct operations on telephone numbers: Digit collection. Voice switches collect the digits in a telephone number. Network call routing.
Network Call Routing Define Network Call Routing Once an external telephone number has been collected, the switching software checks the number against the user’s call permissions, finds the list of available trunks, and then makes a routing decision based on several criteria. Call Permissions Each dialed number is compared against the user’s call permissions. If the call is denied, the calling party will be routed to an intercept tone. If the call is allowed, the routing continues.
Network Call Routing Follow these guidelines for entering restrictions: • In general, numbers must be entered in canonical format including the international designation “+” and country code. For example, to restrict calls to the 408 area code in the U.S., use +1408. All 7-digit and 10-digit numbers must be entered in canonical format (+Country Code, Area Code, and Subscriber Number). • Non-routable calls (311, 411, etc.) for a country must be desig- nated by the country code plus the “/” character.
Network Call Routing The Account Code Collection Service examines outbound calls against two sets of permissions: 1 Checks call permissions for the caller’s user group to determine if an account code must be collected. 2 If user group permissions specify the collection of an account code, a check is performed on the call permissions for the Account Code Collection Service to determine whether call will be permitted or rejected. If the call is rejected, the intercept tone is played.
Network Call Routing • If call is long distance from the trunk, it was not local to the caller. For example, network call routing will not send a local call via a trunk in another state. Figure 7-2 Trunk Services on the Trunk Group Edit Page To define trunk services: Step 1 Open the Trunk Services dialog box on the Trunk Group edit page. Step 2 Select the services that will be available for the selected trunk.
Network Call Routing 2 A trunk at the proxy site for which the call is local? 3 A trunk at any other site for which the call is local? 4 A trunk at the originating site for which the call is considered nearby? 5 A trunk at the proxy site for which the call is considered nearby? 6 A trunk at any other site for which the call is considered nearby? 7 A trunk at the originating site designated for long distance? 8 A trunk at any proxy site designated for long distance? 9 A trunk at any other sit
C H A P T E R 8 Telephone Planning and Ordering This chapter provides information on the types of telephones supported by the ShoreTel 6.1 system and what to consider when planning phones for your system.
Telephone Planning and Ordering Application Considerations General Users Typically, most users will be satisfied with a standard desk telephone that has a speakerphone and mute button, and supports Caller ID and Message Waiting. ShoreTel IP phones are fully featured and appropriate for most uses. IP phones come with the ShoreTel features available on preprogrammed buttons, and they can be deployed in areas where there are no computers to run the Personal Call Manager.
Telephone Planning and Ordering Multi-line Phones ShoreTel 6.1 offers extension monitoring from an IP phone. With this feature, an administrative assistant or workgroup supervisor can monitor up to five system extensions. The extension monitor feature can be enabled for ShoreTel IP phones from the User edit pages of ShoreWare Director. For more information, see the ShoreTel 6 Administration Guide. Teleworkers Both analog and IP phones can be included in a ShoreTel 6.1 system as remote phones.
Telephone Planning and Ordering • Modem calls demand a high-quality network with virtually no packet loss. Packet loss should not exceed 0.001%, which can be achieved on a local area network or in a wide area network using leased T1 facilities. • Analog trunk ports on the ShoreGear-120/24, ShoreGear-60/12, ShoreGear-40/8, ShoreGear-12 (IPBX-12), and ShoreGear-Teleworker should not be used if a digital trunk (T1) is available, since performance will be limited to 28.8 Kbps maximum.
Telephone Planning and Ordering See “ShoreTel IP Phones and Devices” in Chapter 2, “System Overview,” for a complete description of the ShorePhone IP telephones.
Telephone Planning and Ordering Analog Phone Requirements The ShoreTel 6.1 system supports standard analog 2500-type telephones, including the CLASS (Custom Local Area Signaling Services) features of Caller ID Name, Caller ID Number, and Message Waiting in the United States and Canada. Outside the United States and Canada, the ShoreTel 6.1 system supports the local standard analog telephones that support DMTF signaling.
Telephone Planning and Ordering advanced features through desktop applications that are integrated with your enterprise tools. Telephones with lots of features and buttons are not necessary. • No answering machine: The ShoreTel 6.1 system includes an integrated voice mail system for all users at all sites. Telephones with integrated answering machines are not necessary.
Telephone Planning and Ordering 8–8 ShoreTel, Inc.
C H A P T E R 9 Network Requirements and Preparation Use the information in this chapter to determine specific network requirements for the ShoreTel 6.1 system. After determining the network requirements, you will be ready to configure your network for ShoreTel 6.1.
Network Requirements and Preparation Overview The ShoreTel 6.1 system is an IP-based voice solution deployed across your IP network. This allows the components of the system to be located anywhere on your IP network, resulting in a single system for all your voice applications at all locations.
Network Requirements and Preparation Understanding the Requirements for Toll-Quality Voice The ShoreTel 6.1 system has been designed to deliver the highest possible voice quality. In fact, third-party testing by Miercom has confirmed that the ShoreTel 6.1 system provides both low latency and high voice quality. With the superior design of the ShoreTel 6.1 system, all that is needed to achieve tollquality voice communications is to deploy the system over a properly designed network infrastructure.
Network Requirements and Preparation Voice Encoding Voice encoding information is shown in Table 9-1. Table 9-1 Voice Encodinga Linear Broadband Linear G.711 ADPCM G.
Network Requirements and Preparation Bandwidth in the LAN For LAN calls using the voice switches, 10 msecs of voice samples are encapsulated in a Real Time Protocol (RTP) packet before being transmitted onto the LAN. For IP phones and SoftPhones, 20 msecs of voice samples are encapsulated in an RTP packet before being transmitted onto the network. The protocol overhead consists of 12 bytes for the RTP header, 8 bytes for the UDP header, 20 bytes for the IP header, and 26 bytes for the Ethernet framing.
Network Requirements and Preparation implementation of cRTP does not increase the latency or jitter of the voice traffic, since this can have a negative impact on voice quality. If the router does increase latency or jitter with cRTP, add this to your overall expected latency and make sure you still have sufficient performance for acceptable voice quality. Table 9-3 shows the resulting effective WAN bandwidth.
Network Requirements and Preparation When the codec is G.729a, the encoding process takes an additional 10 msecs and the decoding process can take an additional 10 msecs. See Table 9-4 for specific information about latency on the ShoreTel 6.1 system. Table 9-4 Latency Configuration Overhead Encoding Frame Size -5 Jitter Buffera Decoding Total (+/– 5 msec)b Switch 17 0 0 Varies 0 17 LAN 17 5 5 Varies 5 32 + Jitter Buffer WAN 17 5 15 Varies 5 42 + Jitter Buffer G.
Network Requirements and Preparation Packet Loss Lost packets can occur on the IP network for any number of reasons. Packet loss above 1% begins to adversely affect voice quality. To help reduce this problem, the ShoreGear voice switches have a feature called lost packet concealment. When there is no voice sample to be played, the last sample available is replayed to the receiving party at a reduced level.
Network Requirements and Preparation Local Area Network To manage bandwidth in the local area network (intra-site) and meet the requirements for toll-quality voice, use Ethernet switching. Ethernet switching is cost effective and simple to provision. Your LAN configuration requirements will vary depending on your infrastructure and whether your network includes IP phones. IP phones sample the user’s voice and convert the voice signal to IP packets using the Real Time Protocol (RTP).
Network Requirements and Preparation Wide Area Network To manage bandwidth in the wide area network, prioritize your voice traffic ahead of your data traffic. The voice packets on the ShoreTel 6.1 system always travel on UDP port 5004, so you simply prioritize this UDP port within your routers with priority queueing. You can prioritize based on the voice switch IP address, the MAC address, or the physical port on the Ethernet switch.
Network Requirements and Preparation call, the user is informed that there is insufficient network bandwidth to complete the call. The user can try again later or dial the external number of the other user. NOTE If PSTN failover is enabled for a user extension, the user’s extension-toextension calls are automatically routed to the public switched telephone network (PSTN) when there is insufficient bandwidth for an IP connection to phone.
Network Requirements and Preparation Resultant Voice Quality As stated earlier, the ShoreTel 6.1 system has been recognized for excellent voice quality. This is a result of the excellent hardware and software design that minimizes latency and dynamically adapts to the effects of jitter, packet loss, and echo introduced by the network. There are two subjective testing methods that are used to evaluate voice quality.
Network Requirements and Preparation Various technologies are available from different service providers to provide IP connectivity between locations, as shown in Table 9-9.
Network Requirements and Preparation IDSL IDSL modems, which have an uplink and downlink speed of 144 Kbps, can be considered for teleworking applications. The actual performance will vary based on your service provider and your applications. ADSL ADSL modems, which have an uplink speed of 128 Kbps, can be considered for teleworking applications. The actual performance will vary based on your service provider and your applications.
Network Requirements and Preparation received, it reverts to the previous IP address. If there is no previous IP address, the voice switch continues trying to get an IP address. If you use a DHCP server on the network, ShoreTel recommends that you configure static IP addresses such that the IP addresses of the voice switches do not inadvertently change. If you do not have a DHCP server on the network, you can use the BOOTP server integrated into ShoreWare Director to assign IP addresses.
Network Requirements and Preparation Configuring DHCP for ShoreTel IP Phones The ShoreTel server provides the IP phones with the latest application software and the configuration information that enables the IP phone to be automatically added to the ShoreTel 6.1 system. The ShoreTel server’s address must be provided to the phone as a vendor-specific option. ShorePhone-IP100 telephones are preconfigured to look for the ShoreTel server’s address to be specified as Vendor Specific DHCP option 155.
Network Requirements and Preparation Step 7 Navigate to the scope options and add option 156. Step 8 Set the value of option 156 to: ftpservers=ip_address, country=n, language=n, layer2tagging=n, vlanid=n where ip_address equals the IP address of your ShoreWare Headquarters server. Refer to Table 9-11 for a list of country codes. Selecting the appropriate country code ensures that the phone has the proper ring tones and cadences needed for a particular country.
Network Requirements and Preparation Configuring Automatic VLAN Assignment via DHCP You can configure an IP phone to automatically determine its VLAN id via DHCP. When the phone boots for the first time, it will acquire an IP address via DHCP similar to any other network device. However, the DHCP response will also specify (using a proprietary DHCP option id), the VLAN id for the phone to use. Then, the phone will release the IP address originally assigned to it and will reboot.
Network Requirements and Preparation Time Services When IP phones are used, time services must be available to maintain the telephone’s date and time display. This requires a server that supports the Simple Network Time Protocol (SNTP). In addition, you must configure your DHCP server to provide the correct GMT offset to the IP phones at each site.
Network Requirements and Preparation Tunneling Tunneling encapsulates one type of data packet into the packet of another protocol. Multiple tunneling protocols are used today on the market: • PPTP (Point-to-Point Tunneling Protocol): PPTP includes compression and encryption techniques. This protocol was introduced by Microsoft to support secure dial-up access for its desktop, which corresponds to a large share of the desktop market.
Network Requirements and Preparation Performance From an IP VPN performance perspective, encryption is a CPU-intensive operation. As a result, enterprises must evaluate VPN products in two primary areas as they relate to encryption. The first is whether the maximum throughput decreases substantially when encryption is used, and the second is whether a consistent throughput can be maintained when encryption is enabled.
Network Requirements and Preparation Firewalls A firewall is the first major purchase and the foundation of network security (Figure 9-2). It prevents unauthorized access to the network or web site by examining both incoming and outgoing traffic. Based on the predefined security policies, each individual packet is inspected and processed.
Network Requirements and Preparation With a TCP SYN flood, a stream of TCP SYN packets is sent to the receiving device (often the firewall). The finite memory and size of the TCP entry tables can be overrun by spurious SYN packets, preventing any real users from making a TCP connection required for HTTP communications. An ICMP flood attack also floods a device, by streaming ICMP echo packets at a recipient destination.
Network Requirements and Preparation Media Encryption In addition to using a VPN or a firewall, another method of enhancing the security on your network is to enable the ShoreTel media encryption feature. Media encryption, as the name suggests, encrypts calls between users on a ShoreTel system. The encryption scrambles communications between callers so an intruder on the network cannot eavesdrop on the conversation.
Network Requirements and Preparation Note: Encryption is not supported on legacy ShoreTel switches or on the IP 100. For instructions on enabling media encryption, refer to the section on Call Control Options in the ShoreTel 6 Administration Guide. Session Initiated Protocol (SIP) There are no special network requirements necessary for deploying SIP. The general system requirements should prove adequate for SIP support.
Network Requirements and Preparation Example Network Topologies Single-Site Implementation Figure 9-3 is an example of a simple, single-site implementation. Figure 9-3 9 – 26 Single Site ShoreTel, Inc.
Network Requirements and Preparation Multisite Implementation Figure 9-4 is an example of a multisite implementation with various WAN technology choices.
Network Requirements and Preparation Multisite with VPN Figure 9-5 is an example of a multisite implementation with VPN. Figure 9-5 Multisite with VPN Computing Admission Control Bandwidth This section discusses how to compute the admission control bandwidth for the site you are configuring on the Site edit page—that is, the appropriate value for the Admission Control Bandwidth parameter.
Network Requirements and Preparation ShoreTel 6.1 automatically negotiates the proper voice encoder at call setup. For calls between sites, the call control software requests the voice encoder based on what is selected for inter-site voice encoding as defined on the Call Control Options edit page. The call control software will then make sure both endpoints on the call can support the requested voice encoder. For instance, for G.
Network Requirements and Preparation Table 9-14 Bandwidth Without cRTP Bandwidth in Kbps per Number of Calls Linear G.711 ADPCM G.
Network Requirements and Preparation Table 9-15 Bandwidth with cRTP Bandwidth in Kbps per Number of Calls Linear G.711 ADPCM G.
Network Requirements and Preparation 9 – 32 ShoreTel, Inc.
C H A P T E R 1 0 Server Requirements The information in this chapter helps you determine the specific hardware and software requirements for your main and distributed ShoreWare servers.
Server Requirements • Be careful how you set up IIS security features, since it can affect product features such as: — Access to the ShoreWare Director web pages — Access to the web site for installing the ShoreWare Call Manager software — Ability to import greetings, prompts, and names using ShoreWare Director Hardware Requirements The hardware requirements for the main and distributed servers vary depending on system size and peak call load. The recommended configurations are shown in the tables below.
Server Requirements Hard Disk Space Utilization Approximately 1600 MB of hard disk space is used on the server for program software. Additional hard disk space is used for voice mail, call detail records (main server only), and log files. Table 10-3 Hard Disk Space Requirements Type Space Required Shoreware Server 1600 MB Shoreware Remote Server 800 MB Shoreware Client 600 MB Voice Mail Each user’s voice mail messages are stored on his or her respective server.
Server Requirements Table 10-5 10 – 4 Call Detail Records # Calls/ Day # Calls/Month (20 days) Storage/Month Storage/ 3 Months 10,000 200,000 300 MB 900 MB 50,000 100,0000 1,500 MB 4,500 MB ShoreTel, Inc.
Server Requirements Log Files Log files are generated on the ShoreTel 6.1 system for the purposes of technical support. The hard disk space used on the server for log files varies greatly, depending on the overall system activity. The size of the log files on the server are controlled by parameters within ShoreWare Director. Log files are stored between 1 and 30 days (default 7 days) with a size limit between 0.5 GB and 5 GB (default 1 GB).
Server Requirements Additional Considerations Terminal Services With the Microsoft Windows 2000 Server and Windows Server 2003, Microsoft has included the ability to remotely access a server by using Terminal Services in Windows 2000 or Remote Administration in Windows 2003. In Windows 2000, set up the server side of Terminal Services from the Control Panel by using the Add/Remove Programs item and selecting Add/Remove Windows Components.
Server Requirements Access to the Distributed Server Maintenance Page If you are using Microsoft Internet Explorer 6 and the distributed server is configured with an IP address rather than a server name, you must enable session cookies on your client computer to access the Distributed Server Maintenance Page. In Internet Explorer, choose Tools > Options > Privacy tab > Advanced > Override automatic cookies — Always allow session cookies.
Server Requirements 10 – 8 ShoreTel, Inc.
C H A P T E R 1 1 Planning Applications and Services This chapter reviews the key applications and services of the ShoreTel 6.1 system to assist you in planning your system configuration, and to determine the equipment you need for completing deployment.
Planning Applications and Services Account Code Collection Service ShoreTel 6.1 supports account codes for external calls when you enable Account Code Collection Service. When a user dials a number that is not included in the scope of his or her call permissions, the call is routed to the Account Code Collection Service extension, where the user is prompted to enter a valid account code.
Planning Applications and Services This structure imposes two sets of permissions on outbound calls: • The call permissions for the user group of the user who places the call are used to determine if an account code must be collected or not. • The call permissions for the Account Codes Service determine whether calls are finally placed, or if the intercept tone is to be played. Voice Mail The ShoreTel 6.1 system provides voice mail for all users and workgroups on the system.
Planning Applications and Services Distributed Voice Mail ShoreTel 6.1 has Distributed Voice Mail to provide greater availability. Each ShoreWare Remote Server has an instance of the telephony platform, allowing full functionality of voice mail and auto-attendant services at that location during WAN outages.
Planning Applications and Services To simplify AMIS systems, and increase usability: • Use the same extension length across your enterprise. • Use off system extensions to match remote users’ mail boxes with their extension numbers. • To identify the remote site location, assign each system a System ID. For more information on AMIS systems, see the ShoreTel 6.1 Administration Guide. SMDI Protocol Support The ShoreTel 6.1 system supports the SMDI protocol.
Planning Applications and Services Caller ID will be displayed. Personal Assistant (pressing “0”) also works when FindMe forwarding is enabled. When FindMe is enabled for the current Call Handling Mode, inbound callers that reach the user's voice mail box can activate FindMe call handling by pressing “1.” If the caller activates FindMe call handling, the system plays a prompt indicating that it is now finding the called party: “Please hold while I try to find your party.
Planning Applications and Services Planning Fax Handling The ShoreTel 6.1 system supports fax calls. There are several ways to configure your fax service. • A direct fax number for each site • Direct fax numbers for each user (using either individual fax machines or a fax server) • Redirect faxes that are sent to the site’s main number to a fax machine extension at the site • Redirect faxes that are sent to a user’s extension to user’s local fax extension Figure 11-1 shows how to plan your fax options.
Planning Applications and Services Step 2 Enable fax redirection from the Site edit page and enter the fax extension you created in Step 1. • If you plan to use the main number for voice and fax calls, and the main number goes to an operator: Step 1 Configure the fax extension through the User edit page of ShoreWare Director. Step 2 Assign a direct number as the fax number. Step 3 From the Trunk Group edit page, set the destination to the fax extension.
Planning Applications and Services ShoreTel 6.1 Fax Server Requirements • Sufficient ports on ShoreGear-120/24 voice switches. — One telephone port for each outbound fax port. — One trunk port for each user’s inbound fax port. • Sufficient ShoreWare User Licenses. • Sufficient DID trunks to support both fax and voice DID for all users. Network Requirements The network requirements for fax over IP are more stringent than for voice over IP.
Planning Applications and Services Enhanced FAX Server Integration In addition to calls redirected from a user's extension, the ShoreTel system will now deliver digits to a Fax Server for DID calls routed directly to a FAX server, thus allowing the call to go directly to the fax extension and provide DID/DNIS digits, instead of to an extension number and then to the fax server.
Planning Applications and Services Figure 11-3 Creating a user account for the fax server Step 7 Enter information for each of the fields as shown below for each field: • License Type: Extension-Only • User Group: You must create a User Group appropriately config- ured for a fax server. The User Group should have the Class of Service for Call Permissions set to No Restrictions to transfer inbound and outbound faxes.
Planning Applications and Services • Home Port: Select the Ports radio button and then use the drop- down menu to select the switch where the fax server will be connected. • Accept Broadcast Messages: Should appear grayed-out or be dese- lected because the port will not be assigned a mailbox. • Include in System Dial By Name Directory: Check box may be selected if you want callers to be able to locate the fax number using the Dial by Name feature.
Planning Applications and Services Step 16 Click Save to store your changes. NOTE This configuration assumes multiple analog ports will be used to connect the switch to the fax server. If only one fax server port will be used to connect to the fax server, then the call forwarding must be set to Never. Similarly, if this port is the last one in a chain of ports dedicated to the fax server, then the call forwarding must be set to Never.
Planning Applications and Services Next, you must configure settings for each user that will be using the new Fax Server Integration feature. 11 – 14 Step 21 Click on the Users link and then the Individual Users link. Step 22 Click on the name of a user who will be using the enhanced Fax Server Integration feature. Step 23 The Edit User window appears, similar to the one shown below. ShoreTel, Inc.
Planning Applications and Services Figure 11-6 Enabling fax redirect for a user Step 24 Select Redirect Inbound Fax Calls to Site Fax Extension for the Fax Support radio button. Step 25 Click the Save button to store your changes.
Planning Applications and Services Private Numbers Users can have private numbers that are not listed in the System Directory or in Call Manager Quick Dialer, and for which Caller ID information suppressed. Private Numbers are enabled through a check box on the User edit page in ShoreWare Director. When checked, the user's extension becomes a Private Number.
Planning Applications and Services Automated Attendant The ShoreTel 6.1 system comes bundled with an automated attendant feature that runs on each of the voice application servers allowing high availability. The system supports up to 256 menus with four scheduled modes, providing a simple, flexible solution.
Planning Applications and Services For information on how to provide Internet access to ShoreTel’s Web Access client using Apache Server as a reverse proxy, see Appendix D, “Enabling Internet Access to ShoreTel Web Access.” Hunt Groups Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed through an extension, DID, and/or DNIS. Hunt groups are supported by ShoreGear switches and remain available when connectivity to the Headquarters server is lost.
Planning Applications and Services • The number of rings per member (the same number of rings are used for each member to whom the call is offered). • Whether calls should go to a no answer destination after all members have been hunted once or whether members are rehunted. • Whether multiple calls are offered to a member simultaneously when the hunt group receives multiple calls. Calls are not offered to members with full call stacks.
Planning Applications and Services the primary operator has room on his or her call stack, the call is offered to the next member in the list when the operator does not answer the call in time. If you want calls to go directly to a backup when the primary operator is not available, then set the hunt group not to hunt the members when their current call handling mode is set to Call Forward Always (DND).
Planning Applications and Services When an agent is a member of more than one workgroup, that agent can receive calls from any of the workgroups. When an agent is available to take calls from more than one workgroup, and the workgroup would select that agent based on the current hunt pattern for a call, the oldest call is offered to the agent. Queue Monitor shows calls from all the queues of which the user is a member. If the user is a member of only one queue, there is no change to the interface.
Planning Applications and Services The supervisor can barge in on a call he or she is silent monitoring. It is not possible to revert a barge in call to a monitored call. If desired, the supervisor can hang up and restart monitoring. After a barge in, the agent remains the controlling party of the call. A subsequent agent hook flash disconnects the supervisor, who is the last party added.
Planning Applications and Services • Accept Only From: If selected, users within this COS can only be monitored by the person specified in the field accociated with this radio button. There are no special permissions for ShoreTel Contact Center agents or supervisors. They must have COS with appropriate settings to enable contact center silent monitoring and barge in. ShoreWare Call Manager The ShoreTel 6.
Planning Applications and Services Table 11-1 lists the option settings for SoftPhone. Table 11-1 SoftPhone Options Option Comments Network Adapter Allows the user to select which network interface to use. Normally, the default value can be accepted. Sounds Devices for Playback and Recording Accept the default devices unless the SoftPhone is using a USB headset. Device Type There are three devices possible: headphones, desktop speakers, and telephone.
Planning Applications and Services Limitations: • MOH is not supported over the SIP tie trunk towards analog phones, analog trunks or PRI trunks. Currently, MOH is sent over the tie trunk and is not generated by the local device. • MOH Works for the following SIP trunk devices: • Hitachi Phone • SIP BRI gateway • PolyCom SIP phone • SIP Service Provider Network (e.g., Masergy).
Planning Applications and Services An intercom call to an idle IP phone is auto-answered and connected through the called party's speakerphone. Immediately after the call is auto-answered, the called party hears an announcement tone and the calling party hears a beep tone. If the called phone was taken off-hook automatically, the switch puts the phone back on-hook when the intercom call terminates.
Planning Applications and Services for ensuring your compliance with all applicable laws. Before configuring the call recording feature, you may wish to consult with legal counsel regarding your intended use. Make Me Conferencing The ShoreTel 6.1 system allows up to six callers to participate in a conference call. To use the make me conference feature, you need Personal Call Manager (PCM), ShorePhone-IP100/210/212k/230/530/560/560g, and the proper Class of Service must be configured in ShoreWare Director.
Planning Applications and Services ShoreTel Conference Bridge Before you connect and boot the conference bridge, you must allocate 12, 24, 48, or 96 IP ports on ShoreGear voice switches using ShoreWare Director. For more information, see the ShoreTel 6.1 Administration Guide. Next, determine the IP addresses that will be assigned to the conference bridge, and note the identified IP address assignments in your installation plan.
Planning Applications and Services ShoreTel Contact Center Solution If you purchased a ShoreTel Contact Center Solution, you must configure an appropriate number of route points with adequate call stacks. Route points and call stacks are a licensed feature. Ensure that you have sufficient licenses to support your planned deployment. For information on route points, see the ShoreTel 6.1 Administration Guide.
Planning Applications and Services 11 – 30 ShoreTel, Inc.
C H A P T E R 1 2 Desktop Requirements This chapter describes the hardware and software requirements for installing the enduser desktop client software. Checklist Review the following hardware and software requirements before proceeding to the next chapter: Task Description See ❑ Recommendations page 12-1 ❑ Hardware Requirements page 12-2 ❑ Software Requirements page 12-3 ❑ Network Requirements page 12-3 The installation procedures are covered in Chapter 18, “Desktop Installation.
Desktop Requirements Hardware Requirements ShoreWare Call Manager applications are installed on end-user PCs. Recommended hardware configurations are given in Table 12-1: Table 12-1 Recommended Client Hardware Configuration Application CPU RAM Disk Space (fresh install) Disk Space (upgrade) Peripherals Personal Call Manager Pentium II 400 MHz 128 MBa 70 MB 100 MB 10/100 Base-T, sound card, speaker, and mic. SoftPhone users may require a USB headset.
Desktop Requirements Software Requirements ShoreWare Call Manager applications require the following in order to run properly with or without Microsoft Outlook Integration: Operating Systems Windows XP Professional • SP 1 and 2 • Themes supported Windows 2000 Professional • SP 4 or greater The following are required when the Microsoft Outlook Integration feature is used: Microsoft Outlook Versions Additional Requirements Outlook 2000/2002/2003 (SP2), Outlook XP (SP2) • Microsoft Outlook must already be
Desktop Requirements Operating Systems Windows 2000 Terminal Server • Service Pack 4 or Greater Citrix MetaFrame XP Presentation Server • Feature Release 3 For information on how to configure and WTS servers to run ShoreTel’s Call Manager clients, see Appendix E, “ShoreWare Clients on Citrix and Windows Terminal Servers.” 12 – 4 ShoreTel, Inc.
C H A P T E R 1 3 Site Requirements and Preparation This chapter provides information about preparing your site for the ShoreTel 6.1 system, including concerns such as physical space, environment, and cabling.
Site Requirements and Preparation Switch Models The ShoreGear-120/24 and ShoreGear-T1 are intended for use in larger sites. For smaller sites, ShoreTel’s ShoreGear-60/12 Voice Switch and ShoreGear-40/8 Voice Switch offer a low-cost VoIP solution. The new voice switches are 1 rack unit (RU) and have an RJ-21X connector for connection to analog phones and trunks. They also feature redundant Ethernet LAN connections for greater availability and reliability.
Site Requirements and Preparation You may also have the following first-generation switches in your system: • • • • • ShoreGear-24 (IPBX-24) Voice Switch (2 RU) ShoreGear-12 (IPBX-12) Voice Switch (1.5 RU) ShoreGear-Teleworker (IPBX-TW) Voice Switch (1.5 RU) ShoreGear-T1 (IPBX-T1) Voice Switch (1.5 RU) ShoreGear-E1 (IPBX-E1) Voice Switch (1.
Site Requirements and Preparation Input Power For backup purposes, ShoreTel recommends that all ShoreGear voice switches and the ShoreWare server be connected to an uninterruptable power supply (UPS). This ensures that telephone service will continue in the event of a power interruption. Table 13-2 shows the power requirements for the ShoreGear voice switches.
Site Requirements and Preparation Reliability and Availability Each ShoreGear voice switch is an embedded product with no moving parts other than a highly reliable fan. In addition, the power supply contained within the voice switch has a very high individual mean time before failure (MTBF), as shown in Table 13-5. Table 13-5 ShoreGear Voice Switch Dependability Voice Switch Predicted MTBF (hours) Demonstrated MTTR (hours) MTBF (hours) Availability ShoreGear-120/24 84,570 320,142 1 99.
Site Requirements and Preparation Connectors Table 13-7 summarizes all of the connectors on the ShoreGear voice switches. Diagrams showing where these connectors are located are provided later in this chapter.
Site Requirements and Preparation Power Cabling Each ShoreGear voice switch comes equipped with a standard 110 VAC modular power cord. A localized modular power cord can be ordered from ShoreTel. ShoreTel recommends that every ShoreGear voice switch, as well as the ShoreWare server, be connected to an uninterruptable power supply (UPS).
Site Requirements and Preparation The ShoreGear-T1 and ShoreGear-E1 have an additional RJ-48C connector that is wired to the telco interface for the purpose of troubleshooting the T1/E1 interface with specialized test equipment. This connector is normally not used. Audio Input (Music on Hold) Cabling The ShoreGear-120/24, ShoreGear-60/12, and ShoreGear-40/8 voice switches each have a 3.5 mm mini-stereo input connector that provides music or some other recording to callers when they are on hold.
Site Requirements and Preparation ShoreGear-120/24 Connectors The ShoreGear-120/24 voice switch (Figure 13-4) contains the following components: • • • • • • 1 3.5 mm stereo connector for audio input (music on hold) 1 3.
Site Requirements and Preparation ShoreGear-40/8 Connectors The ShoreGear-40/8 voice switch (Figure 13-6) contains the following components: • • • • • • 1 3.5 mm stereo connector for audio input (music on hold) 1 3.
Site Requirements and Preparation ShoreGear-E1 Connectors The ShoreGear-E1 voice switches (Figure 13-8) contain the following components: • • • • 1 DB-9 female connector for maintenance 2 RJ-45 connectors for the LAN interface 1 RJ-48C connector for E1 monitoring 1 RJ-48C connector for the E1 interface NOTE The ShoreGear-E1 provides an internal Channel Service Unit (CSU).
Site Requirements and Preparation Racks and Cabling General Cabling Overview The diagram in Figure 13-9 highlights the key components with respect to cabling for your voice network. Figure 13-9 Cabling Overview Starting from the lower left in this diagram, the telephone cabling is organized as follows: • A telephone jack (RJ-11) is provided for each telephone.
Site Requirements and Preparation • The analog service is cross-connected to a modular (RJ-21X) punch-down block. A telco cable is connected to the modular (RJ-21X) punch-down jack and runs to a modular connector (RJ-21X) on an analog trunk patch panel. Like the telephone cabling, patch cords are connected from the analog trunk patch panel (RJ-11) to the voice switch patch panel (RJ-11). NOTE As an alternative, patch panels can be replaced with punch-down blocks.
Site Requirements and Preparation Connector Pinouts ShoreGear-120/24 RJ-21X Telephone and Trunk Connector 1 50 13 – 14 Port Designation Pin Cable Color 1 Tip 26 White/Blue 1 Ring 1 Blue/White 2 Tip 27 White/Orange 2 Ring 2 Orange/White 3 Tip 28 White/Green 3 Ring 3 Green/White 4 Tip 29 White/Brown 4 Ring 4 Brown/White 5 Tip 30 White/Slate 5 Ring 5 Slate/White 6 Tip 31 Red/Blue 6 Ring 6 Blue/Red 7 Tip 32 Red/Orange 7 Ring 7 Orange/Red 8 Tip 33
Site Requirements and Preparation Port Designation Pin Cable Color 17 Ring 17 Orange/Yellow 18 Tip 43 Yellow/Green 18 Ring 18 Green/Yellow 19 Tip 44 Yellow/Brown 19 Ring 19 Brown/Yellow 20 Tip 45 Yellow/Slate 20 Ring 20 Slate/Yellow 21 Tip 46 Purple/Blue 21 Ring 21 Blue/Purple 22 Tip 47 Purple/Orange 22 Ring 22 Orange/Purple 23 Tip 48 Purple/Green 23 Ring 23 Green/Purple 24 Tip 49 Purple/Brown 24 Ring 24 Brown/Purple — Tip 50 Purple/Slate
Site Requirements and Preparation 13 – 16 Port Designation Pin Cable Color 8 Ring 8 Green/Red 9 Tip 34 Red/Brown 9 Ring 9 Brown/Red 10 Tip 35 Red/Slate 10 Ring 10 Slate/Red 11 Tip 36 Black/Blue 11 Ring 11 Blue/Black 12 Tip 37 Black/Orange 12 Ring 12 Orange/Black — Tip 38 Black/Green — Ring 13 Green/Black — Tip 39 Black/Brown — Ring 14 Brown/Black — Tip 40 Black/Slate — Ring 15 Slate/Black — Tip 41 Yellow/Blue — Ring 16 Blue/Yellow —
Site Requirements and Preparation ShoreGear-60/12 RJ-21X Telephone and Trunk Connector with Converter Patch Cable 1 50 A converter patch cable is included with each ShoreGear-60/12 to conform with existing cabling standards.
Site Requirements and Preparation Port Designation Pin Cable Color 9 Tip 42 Yellow/Orange 9 Ring 17 Orange/Yellow — Tip 43 Yellow/Green — Ring 18 Green/Yellow 10 Tip 44 Yellow/Brown 10 Ring 19 Brown/Yellow — Tip 45 Yellow/Slate — Ring 20 Slate/Yellow 11 Tip 46 Purple/Blue 11 Ring 21 Blue/Purple — Tip 47 Purple/Orange — Ring 22 Orange/Purple 12 Tip 48 Purple/Green 12 Ring 23 Green/Purple — Tip 49 Purple/Brown — Ring 24 Brown/Purple — Tip
Site Requirements and Preparation Port Designation Pin Cable Color 4 Tip 33 Red/Green 4 Ring 8 Green/Red 5 Tip 34 Red/Brown 5 Ring 9 Brown/Red 6 Tip 35 Red/Slate 6 Ring 10 Slate/Red 7 Tip 36 Black/Blue 7 Ring 11 Blue/Black 8 Tip 37 Black/Orange 8 Ring 12 Orange/Black — Tip 38 Black/Green — Ring 13 Green/Black — Tip 39 Black/Brown — Ring 14 Brown/Black — Tip 40 Black/Slate — Ring 15 Slate/Black — Tip 41 Yellow/Blue — Ring 16 Blue/Yel
Site Requirements and Preparation ShoreGear-40/8 RJ-21X Telephone and Trunk Connector with Patch Cable 1 50 A converter patch cable is included with each ShoreGear-40/8 to conform with existing cabling standards.
Site Requirements and Preparation Port Designation Pin Cable Color — Ring 17 Orange/Yellow — Tip 43 Yellow/Green — Ring 18 Green/Yellow — Tip 44 Yellow/Brown — Ring 19 Brown/Yellow — Tip 45 Yellow/Slate — Ring 20 Slate/Yellow — Tip 46 Purple/Blue — Ring 21 Blue/Purple — Tip 47 Purple/Orange — Ring 22 Orange/Purple — Tip 48 Purple/Green — Ring 23 Green/Purple — Tip 49 Purple/Brown — Ring 24 Brown/Purple — Tip 50 Purple/Slate — Ring 25 Sl
Site Requirements and Preparation RJ-11 Telephone and Trunk Connector Pin Designation 1 — 2 — 3 Tip 4 Ring 5 — 6 — RJ-45 LAN Connector 1 Pin Designation 1 TX+ 2 TX- 3 RX+ 4 — 5 — 6 RX- 7 — 8 — 3mm Stereo Audio Input Connector for Music on Hold 3mm Mono Audio Output Connector for Paging/Nightbell 13 – 22 ShoreTel, Inc.
Site Requirements and Preparation RJ-48C T1/E1 and T1/E1 Monitor Connectors 1 Pin Designation 1 RX Ring 2 RX Tip 3 — 4 TX Ring 5 TX Tip 6 — 7 — 8 — NOTE When connecting the ShoreGear-T1 or ShoreGear-E1 to a legacy PBX, you must use a crossover cable between the two systems.
Site Requirements and Preparation Headset Jack Connector (IP530/560) 1234 13 – 24 Pin Designation 1 3.3 V 2 TX to speaker 3 RX from microphone 4 Ground ShoreTel, Inc.
C H A P T E R 1 4 Legacy Integration ShoreTel 6.1 provides a migration solution from a legacy TDM-based voice network into the voice-over-IP ShoreTel 6.1 system. You can handle line growth and enable a migration of users from the legacy system to the ShoreTel 6.1 IP PBX by deploying the ShoreTel 6.1 system at one location in a multi-location enterprise, or side-by-side with a legacy PBX at a single location. Integrating the ShoreTel 6.
Legacy Integration Task Description See ❑ Voice Mail Integration page 14-5 ❑ System Requirements page 14-28 ❑ Connection Cable page 14-28 ❑ Administration and Configuration page 14-29 ❑ Trunk Configuration page 14-30 Introduction A digital trunk “tie” line integrates the ShoreTel 6.1 system with a legacy PBX. The connection is between the legacy system’s T1/PRI interface and the T1/PRI interface of a ShoreGear-T1 located anywhere in your IP network.
Legacy Integration Trunk Requirements The number of digital trunks required between the ShoreTel 6.1 system and the legacy PBX depends on the expected traffic between the two systems. To determine the number of trunks, you need to estimate the number of calls per hour that are placed between the two systems.
Legacy Integration through 52999, while users at the second location would be assigned extensions 32500 through 32799. NOTE The extensions on all systems that are integrated together should be configured to be the same length. Be sure to document the planned integrated dialing plan prior to configuring the systems to streamline the configuration process.
Legacy Integration Alternatively, inbound services can be consolidated on either the ShoreTel 6.1 system or the legacy PBX. In this environment, calls to users on the other systems are forwarded to the remote or off system extensions through the trunk lines connecting the systems. When all inbound trunks are consolidated on the ShoreTel 6.1 system, the trunks are configured to support off system extensions within the range of extensions on the other PBX.
Legacy Integration To reach the ShoreTel 6.1 system, the remote system must be configured to dial any number that reaches an auto-attendant menu. AMIS call support is enabled by default. Incoming AMIS voice mail is delivered in the same manner as other voice mail; however, users cannot send replies. To send outbound AMIS voice mail, you must define AMIS System profiles in ShoreWare Director. ShoreTel 6.1 negotiates the setup, handshaking, and teardown of AMIS system calls.
Legacy Integration SMDI Protocol Support The ShoreTel 6.1 product supports the SMDI protocol, enabling seamless integration of ShoreTel equipment with legacy phone systems and enabling a smooth migration toward an all-IP telephony solution. A little history... The SMDI protocol evolved at a time when voice mail services and PBX services were provided by separate physical devices.
Legacy Integration Additional details A group of analog trunks from the ShoreTel system is used to access the legacy voice mail system (the ShoreTel system is on the extension side of the trunks). The ShoreTel voice mail application manages the group of outgoing extensions. The ShoreTel server provides digit translations if the legacy voice mail and ShoreTel system have different extension lengths.
Legacy Integration Figure 14-2 below shows the legacy system providing PBX services and the ShoreTel equipment providing voice mail services. Figure 14-2 ShoreTel Voice Mail with legacy PBX Details: • Figure 14-2 shows a ShoreTel switch connected to a legacy PBX through several analog trunks. These phone lines carry voice information from the PBX to the voice mail server. Signaling information is carried out-of-band on the separate serial line (near the bottom of the illustration).
Legacy Integration Information Transferred via SMDI The COM port is used to send call information between the ShoreTel system and the legacy voice mail system.
Legacy Integration Configuring Legacy Voice Mail Integration Using SMDI As mentioned before, there are two modes of operation with respect to integrating a ShoreTel system and a legacy system: • External Voice Mail Configuration - In this configuration, the legacy system provides voice mail services while the ShoreTel system acts as PBX for users. • ShoreTel Voice Mail Configuration - In this configuration, the ShoreTel system provides voice mail services while the legacy system acts as a PBX for users.
Legacy Integration Step 6 In the Properties window, enter the settings for the legacy voice mail server COM port. Step 7 Click OK to save the settings. Step 8 In ShoreWare Director, open the Server edit page. Step 9 Enter the COM port the server will use for SMDI communications in the COM Port (1-10) text box. Step 10 Click Save. NOTE The ShoreTel 6.1 system will not read the COM port settings until you have saved changes to the Server edit page or voice mail service or restarted.
Legacy Integration a specific voice mail system and must be set to the value the voice mail system expects. In configurations where a number of SMDI links are daisy chained together, this value is used to allow each system to known what data belongs to it. Since most systems use only one SMDI link, this parameter is normally set to 1. Planning and Installation Guide d In the Number of Digits field, enter the extension length. (range 232 digits).
Legacy Integration Digit Translation If ShoreTel system extensions and legacy voice mail system extensions differ in length, you need to create digit translation tables that map the ShoreTel extensions to legacy system extensions. The digit translation tables must be added as a group of named tables from the Voice Mail section of ShoreWare Director. For more information see the ShoreTel 6 Administration Guide.
Legacy Integration Figure 14-3 illustrates how digit translation functions between the ShoreTel server and legacy voice system. Figure 14-3 Mixed Extension Length SMDI Integration To create a digit translation table, follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the System Parameters link to expand the list.
Legacy Integration Figure 14-4 Leave Original Digits blank to add a digit to all legacy extensions Next, you must select the digit translation mapping that you just created at the server. Step 8 Click on the Application Servers link and click on the name of the ShoreTel server that will be handling the digit translation. Step 9 In the Simplified Message Desk Interface section of the Application Servers window, select ShoreTel Voice Mail from the Mode drop-down menu.
Legacy Integration automatically transferred to the dialed extension using flash. If not selected, calls will be routed using other lines. NOTE The flash call routing function is only supported on the following switches: ShoreGear-40/8, ShoreGear-60/12, ShoreGear-120/24. NOTE The extension length must be the same on each of the systems for the “Transfer Using Flash” feature to work as no translation is applied.
Legacy Integration Setting Up the User Group in ShoreWare Director Follow these steps to set up a user group for those users who will have their voice mail re-directed to the legacy voice mail system. To set up the user group: 14 – 18 Step 1 Open ShoreWare Director. Step 2 From the navigation frame, click Users and then User Groups. Step 3 Select an existing user group or create a new user group.
Legacy Integration Configuring ShoreTel Voice Mail Integration Using SMDI As mentioned before, there are two modes of operation with respect to integrating a ShoreTel system and a legacy system: • External Voice Mail Configuration - In this configuration, the legacy system provides voice mail services while the ShoreTel system acts as PBX for users. • ShoreTel Voice Mail Configuration - In this configuration, the ShoreTel system provides voice mail services while the legacy system acts as a PBX for users.
Legacy Integration Figure 14-6 Creating a trunk group Step 7 Enter a voice mail extension in the Inbound Destination field to direct inbound calls to the ShoreTel Auto Attendant system. Step 8 Click the Save button to store your changes. Creating Trunks After creating the trunk group, the next step is to create one or more trunk lines representing each data connection between the ShoreTel switch and the legacy PBX.
Legacy Integration Figure 14-7 Step 5 Creating a trunk line In the Number field, enter the Logical Terminal Number. This value can range from 1 to 9999. For many systems the extension number of the port is used. NOTE The Logical Terminal Number identifies the port the PBX will use to send the call to the ShoreTel voice mail system. It is very important that the LTN match what the PBX will send. You must check with your PBX vendor to determine what will be sent.
Legacy Integration Figure 14-8 Configuring ShoreTel voice mail server Step 4 In the Trunk Group drop-down menu, select the name of the SMDI trunk group that you created earlier. This tells the server the name of the trunk group from which it should expect to receive voice mail calls. Step 5 In the COM Port field, enter the numerical value (from 1-10) that corresponds to the serial port of the ShoreTel server where you will be connecting the serial port.
Legacy Integration Step 7 The Number of Digits field, which has a range of 2-32, is optional. NOTE This value determines how many digits the ShoreTel system will send in SMDI extension fields. This value needs to be set to the value the voice mail system expects. The most common values are either 7 or 10. If the system extension length is less than the number of SMDI digits, then the extension number will be padded.
Legacy Integration Figure 14-9 Creating a user group for legacy users Step 2 Enter a Name for the user group in the Name field. Step 3 In the Simplified Message Desk Interface Mode drop-down window, select ShoreTel Voice Mail from the list. Step 4 Click the Save button to store your changes. Adding an Individual User After creating the user group, you can create user profiles for the legacy PBX users.
Legacy Integration Figure 14-10 Creating a user record for a legacy user Step 5 Enter a name for the user in the First Name and Last Name fields. Step 6 In the License Type drop-down menu, click on the arrow-button and select Mailbox-Only. The user is located on the legacy system and thus, he or she does not require a ShoreTel extension. Step 7 In the User Group drop-down menu, click on the arrow-button and find and select the name of the user group you just created.
Legacy Integration Configuring the Serial Connection The ShoreTel voice mail system will only support one serial link per application server. To support another legacy PBX, you will need another ShoreTel distributed application server. A serial cable (i.e. null modem) should be used to connect the legacy PBX to one of the COM ports of the ShoreTel server. Note that the ShoreTel system will extract the serial port settings, such as baud rate and parity bit values, from the Windows COM port settings.
Legacy Integration PBX link A PBX link may be needed to provide SMDI services for a legacy PBX that does not offer support for SMDI. The CTL PBXLink provides integration services to allow certain digital PBXs to interface seamlessly with a Voice Messaging System. The PBXLink connects to the PBX using a digital telephone line and to the Voice Messaging System using an RS-232 link.
Legacy Integration System Requirements The following are required on the ShoreTel 6.1 system, or on the legacy PBX to enable the integration of the two systems: • ShoreTel 6.1 system — ShoreGear-T1 Voice Switch - The ShoreGear-T1 voice switch supports both T1 and PRI connections and includes an integrated CSU.
Legacy Integration Administration and Configuration Tie Trunk Configuration The following summary describes the administration and configuration of the digital trunk for connecting the ShoreTel 6.1 system to the legacy system. Services Summary Before starting, a summary of the required configuration should be made based on the required services in the interface. Desired Service Required Configuration Extension-to-Extension Calling Enable inbound services on the trunk.
Legacy Integration Trunk Configuration The following steps describe how to configure the trunk for integrating the legacy PBX and the ShoreTel 6.1 system. Some steps are optional depending on the types of services desired as summarized above. To create a new trunk group Step 1 In the ShoreWare Director, select Trunk Groups from the navigation frame to open the Trunk Groups list page.
Legacy Integration Step 4 Select the desired trunk services to match the services provided via the remote PBX. Step 5 Select the desired Trunk Digit Manipulations to match the tie trunk and the required dialing for the PSTN connection to your legacy PBX. Step 6 As needed, configure the local prefixes and pre-pend digits to match the tie trunk and the required dialing for the PSTN connection to your legacy PBX.
Legacy Integration 14 – 32 ShoreTel, Inc.
Part III: Installation and Configuration Process
C H A P T E R 1 5 IP Phone Installation With ShoreTel IP phones, you deploy your telephony system as an end-to-end IP network without dedicated station wiring. Connecting anywhere on the network, ShoreTel IP phones work with the ShoreTel Call Manager applications or can be used independently, providing an intuitive interface to essential telephone features. ShoreTel IP phones are preconfigured by ShoreTel to work in conjunction with your ShoreTel 6.
IP Phone Installation Recommendations The following recommendations will help you install your IP phones. • Make sure you have reviewed your network bandwidth and Quality of Service (QoS) strategies and configured your network for your IP phones as described in Chapter 9, “Network Requirements and Preparation.” • Make sure you have configured DHCP vendor option 155 (ShorePhone-IP100) or option 156 (ShorePhone-IP110/212k/210/230/530/560/560g) with boot server information.
IP Phone Installation Assigning the Configuration Switches You need to designate a switch for handling initial service requests from IP phones installed on your ShoreTel 6.1 system. You have the option of assigning two switches to this function, to provide a backup in case of network problems. Every IP phone installation must have at least one configuration switch. If you do not assign a switch, the ShoreTel 6.
IP Phone Installation Setting IP Address Ranges If your system consists of more than one site (headquarters), you must define an IP address range for IP phones at each site in the system. Setting ranges for each site ensures that new phones added to the system will be associated with the correct voice switch at the telephone’s site. You can view the IP address range for each site from the IP Address Map list page, shown in Figure 15-2. The page lists the sites and associated IP address ranges.
IP Phone Installation Step 6 To set the new range, click Save. You can set ranges for other sites in the system by clicking Previous or Next. NOTE If a phone is added with an address that is not within a specified range for any site, or there are no IP address ranges defined for any site, the telephone will be automatically assigned to the headquarters site. This causes seven-digit numbers dialed from the IP phone to be dialed as numbers within the area code of the headquarters site.
IP Phone Installation NOTE When using the Microsoft DHCP server, you must enter the time offset that is provided to the IP phones in hex (hexadecimal) if the offset is negative. If you enter a negative number in decimal, the DHCP server software modifies the entry to be the positive number of the same magnitude or the absolute value before storing the value in hex. For example, if the desired offset is -8 hours or 28800 seconds, you enter the hex value of 0xFFFF8F80.
C H A P T E R 1 6 Installing ShoreGear Voice Switches This chapter provides planning and installation information for the ShoreGear voice switches. Information on switch connectors and LEDs can be found in Chapter 13, “Site Requirements and Preparation.
Installing ShoreGear Voice Switches Backup Operator ShoreGear voice switches feature a backup operator in case the backup auto-attendant is unreachable due to network outages. To use this feature, configure port 9 on ShoreGear-120/24 and ShoreGear-60/12, and port 5 on the ShoreGear-40/8 as an operator extension and connect a phone to the port. For more information, see the ShoreTel 6 Administration Guide.
Installing ShoreGear Voice Switches Installing ShoreGear-40/8, -60/12, and -120/24 Voice Switches The DHCP/BOOTP server must be configured prior to turning on the ShoreGear voice switch. Refer to Chapter 10, “Server Requirements” for more information. To install the ShoreGear-40/8, -60/12, or -120/24 voice switch: Step 1 Remove the voice switch from its shipping container. Step 2 Place the switch on a flat platform, such as a shelf. Up to three switches can be stacked on top of each other.
Installing ShoreGear Voice Switches Step 8 16 – 4 Refer to the ShoreTel 6 Administration Guide to configure the ShoreGear voice switch according to your site’s requirements. ShoreTel, Inc.
Installing ShoreGear Voice Switches Step 9 Connect your trunk and telephone lines using the RJ-21X connector. For the RJ-21X pinouts, see “ShoreGear-120/24 Connectors” on page 13-9, “ShoreGear-60/12 Connectors” on page 13-9, and “ShoreGear-40/8 Connectors” on page 13-10. Installing ShoreGear-T1 or ShoreGear-E1 Voice Switches The DHCP/BOOTP server must be configured before turning on the ShoreGear-T1 or ShoreGear-E1.
Installing ShoreGear Voice Switches Ethernet environment, and that the switch is receiving and transmitting data. Step 7 Refer to the ShoreTel 6 Administration Guide to configure the ShoreGear voice switch according to your site’s requirements. Step 8 Connect your T1 line to the Telco port. ShoreGear-E1 (IPBX-E1) Rack Mount Instructions The ShoreGear voice switches are supplied with two brackets for mounting the unit in a 19-inch rack.
Installing ShoreGear Voice Switches Step 2 To add a new switch, select the associated site and type of voice switch from the Switches list page and click Go. Step 3 If you are adding a new switch, enter its name in the Name field. If you are adding a new switch from a record that you copied, replace the existing name with a new one. Step 4 If you are adding a new switch, enter a descriptive name for the switch in the Description field.
Installing ShoreGear Voice Switches Step 3 If you are adding a new switch, enter a descriptive name for the switch in the Description field. If you are adding a new switch from a record that you copied, replace the existing description with a new one. Step 4 If your DHCP/ BOOTP server is running, click Find Switches and select an IP address from the Find Switch dialog box. This also adds the switch’s MAC address in the Ethernet Address field.
Installing ShoreGear Voice Switches Environmental Requirements The ShoreGear voice switches (SG-120/24, SG-60/12, SG-40/8, SG-E1, and SG-T1) require that the environmental specifications provided in Table 16-1 be met Table 16-1 ShoreGear Voice Switch Environmental Specifications Parameter Specification Operating temperature 0° C to 50° C Operating humidity (non-condensing) 0% to 90% Storage temperature –30° C to 70° C Storage humidity (non-condensing) 20% to 95% Packaging Requirements Table 16-
Installing ShoreGear Voice Switches Regulatory Compliance Table 16-3 SG-E1 Voice Switch Physical Specifications Parameter ShoreGear-24 Safety UL 60950, 3rd Edition, CAN/CSA 22.2 No.
Installing ShoreGear Voice Switches General Specifications Table 16-6 SG-120/24, SG-60/12, SG-40/8, SG-E1, and SG-T1 Voice Switch Specifications Parameter ShoreGear-24 Power Supply 100-240 VAC 50-60 Hz 2A max 19 inch rack mount Mounting Options Integrated OA&M Planning and Installation Guide 16 – 11
Installing ShoreGear Voice Switches 16 – 12 ShoreTel, Inc.
C H A P T E R 1 7 Server Installation This chapter describes the installation procedures for your main and distributed ShoreWare servers.
Server Installation Installing Microsoft Windows 2000 Server Components This section describes how to install the Microsoft Windows 2000 Server components. WARNING The File Transfer Protocol (FTP) Server is the one component not included by default in the Microsoft Windows Server 2000 installer. Make sure you select File Transfer Protocol (FTP) Server under the Internet Information Service (IIS) option during the installation. Step 1 Install the Microsoft Windows 2000 Server.
Server Installation File Transfer Protocol (FTP) Server SMTP Service World Wide Web Server • Unselect FrontPage Server Extensions. FrontPage Server Extensions are installed by default. This option should be disabled because these extensions have been a source of security problems for servers. There are several exploits using these extensions that allow a hacker to gain access to the file system.
Server Installation Installing Software on the Main Server Before beginning software installation, you should close all programs and be sure no anti-virus software is running. To install the main ShoreWare server: Step 1 Insert the ShoreWare Server CD into the CD-ROM drive and let ShoreWare Server Setup start automatically. If it does not start automatically, browse the CD and double-click setup.exe. • A CD Browser window will be presented.
Server Installation Step 2 Review the welcome window (Figure 17-3). Click Next. Figure 17-3 Welcome Step 3 Review the license agreement (Figure 17-4). Click I accept... if you agree to the license terms and click Next. Figure 17-4 License Agreement Step 4 Planning and Installation Guide Choose the location of the server files and data files (Figure 17-5). The data files are unique to your system and include your system configuration, voice messages, and automated attendant prompts.
Server Installation Step 5 These files will be stored in a ShoreTel data folder and should be included as part of your backup plan for the server. Figure 17-5 Choose Destination for ShoreWare Server and Data Files Step 6 Select Complete installation and click Next (Figure 17-6). Figure 17-6 Setup Type 17 – 6 ShoreTel, Inc.
Server Installation Step 7 At Ready to Install the Program, click Install (Figure 17-7). Figure 17-7 Ready to Install the Program At this point, the InstallShield Wizard will present status on the setup process (Figure 17-8). Figure 17-8 Setup Status Step 8 When the InstallShield Wizard is done, you will be prompted to restart your server. Click Finish to restart. Step 9 When the server restarts, you may be prompted to configure a location for the TAPI service provider.
Server Installation 17 – 8 Step 10 Launch ShoreWare Director by clicking the ShoreWare Director desktop icon. If IIS is not running yet, you will get an error window. Step 11 Log in to ShoreWare Director. If this is the first time you are logging into ShoreWare Director, use the default user ID and password of admin and changeme. You will also need to register your product. Step 12 Once you log in and register, you will be brought to Quick Look.
Server Installation Notes About Upgrading Software on the Headquarters Server If you are upgrading your ShoreWare Headquarters server, follow the same process used for installing new software. Setup will automatically determine that an upgrade is in process, and you will be presented with a subset of the installation wizard screens. (There is no need to change the destination folders of the ShoreWare files.) Setup will look for the ShoreTel 6.1 database.
Server Installation To install the ShoreWare software on the distributed server: Step 1 Navigate to the following web page (Figure 17-10) on the main ShoreWare server: http:///shorewaredirector/ remoteinstall. Click the link to install the software on the remote server. Figure 17-10 Remote Server Install Web Page NOTE An an alternative to downloading the installation software from the website, you can perform a distributed server installation from the server CD-ROM.
Server Installation Step 2 If you are installing from the main server, you will be asked to open or save the file locally (Figure 17-11). Typically you will simply open the file across network. Figure 17-11 File Download You will be presented with status (Figure 17-12); then Setup will prepare the InstallShield Wizard (Figure 17-13).
Server Installation Step 3 Review the welcome window that appears (Figure 17-14). Click Next. Figure 17-14 InstallShield Wizard Welcome Step 4 Review the license agreement (Figure 17-15). Click I accept... if you agree to the license terms and click Next. Figure 17-15 License Agreement 17 – 12 ShoreTel, Inc.
Server Installation Step 5 Select the appropriate folder for the software files (Figure 17-16). Click Next. Figure 17-16 Select Destination Folders Step 6 Enter the server name or IP address of the main ShoreWare server (Figure 17-17). ShoreTel recommends that you use the IP address such that your remote server and associated voice services are not dependent on address resolution. Click Next.
Server Installation Step 7 You are now ready to begin the installation (Figure 17-18). Click Install. Figure 17-18 Ready to Install The installation process begins (Figure 17-19). Figure 17-19 Please Wait 17 – 14 ShoreTel, Inc.
Server Installation Step 8 When the wizard is done (Figure 17-20Figure 17-9)Figure 17-9, click Finish. Figure 17-20 Completed Step 9 The InstallShield Wizard will request that you restart the server (Figure 17-21). Click Yes. Figure 17-21 Restart At this point, you have finished installing the distributed ShoreWare server software. When the server restarts, all the necessary software will automatically start.
Server Installation Ensuring Proper Server Performance The following are some guidelines for ensuring the best performance from your ShoreWare server. This by no means is an exhaustive list. Please refer to a reference book on the subject or information on the web at www.microsoft.com. • Make sure the server meets the hardware requirements, especially the memory requirements. • Make sure the hard disk is not fragmented. • Install the ShoreWare server onto an NTFS partition.
Server Installation • Make sure you set the server to maximize for network performance. — To configure this option, go to Control Panel, open the Network and Dial-up Connections icon, and then open the Local Area Connection icon. From the Local Area Connection Properties window (Figure 17-23), select the File and Printer Sharing for Microsoft Networks item and click Properties.
Server Installation 17 – 18 ShoreTel, Inc.
C H A P T E R 1 8 Desktop Installation This chapter covers the procedure for installing the ShoreWare Call Manager application on a desktop computer. You can install this application or have users perform the installation (in which case the server can notify them with information on their extensions and how to install the Call Manager).
Desktop Installation • Make sure you have your server name, user name, password, and extension number. These are required when you start the ShoreWare Call Manager application for the first time. • Close all applications before starting the ShoreWare software installation. • With the Silent Client Install feature, the process of upgrading the client software on remote machines no longer requires administrative rights by the person running the install/upgrade or the client machines.
Desktop Installation • Create a Group Policy Object to use to distribute the software package • Assign a package to a group of computers running Windows 2000, 2003, or XP Professional • Publish a package • Remove a package NOTE You will need to install the following files from the Client CD with file permissions set to Share and File level Access by group : - Data1.cab - Setup.exe - ShoreWare Call Manger.
Desktop Installation Installing the ShoreWare Call Manager Software You must first install the ShoreWare Call Manager software. To perform the installation: Step 1 Go to your browser to initiate the ShoreWare client installation. Click the URL listed in your email notification, or paste (or otherwise enter) it into your web browser program (Figure 18-2).
Desktop Installation Step 2 The ShoreWare Client Install page appears. After reviewing the information on this page, click the Install button (Figure 18-3). ShoreWare Client Install Figure 18-3 Client Install page The InstallShield Wizard downloads the installation files (showing the progress of the download), “unpacks” the installation files, and configures the Windows Installer. Step 3 The Welcome screen for the InstallShield Wizard appears (Figure 184).
Desktop Installation Step 4 The ShoreWare End User License Agreement appears (Figure 18-5). If you agree to the license terms, select the option I accept the terms in the license agreement and click Next. Figure 18-5 Shoreware Software License Agreement Step 5 The InstallShield Wizard presents you with a default destination folder (Figure 18-6) for the ShoreWare application. Click Change if you want to place the Call Manager application software in a different location. Click Next to continue.
Desktop Installation Step 6 The Ready to Install screen appears (Figure 18-7). InstallShield has gathered enough information about your system to proceed. Click Install to continue. Figure 18-7 Ready to Install Step 7 During the final installation process, a status screen appears as shown in Figure 18-8. Installation may take a few minutes. When it is complete, click Next.
Desktop Installation Step 8 Software installation is complete when the InstallShield Wizard Completed screen appears (Figure 18-9). Click Finish. Figure 18-9 InstallShield Wizard Installation Completed Step 9 When prompted to restart your computer (Figure 18-10), click Yes. The InstallShield Wizard shuts down your computer, and restarts it. Figure 18-10 InstallShield Wizard Restart Prompt When your desktop reappears, you will notice a new shortcut icon called Shortcut to Call Manager.
Desktop Installation Starting the ShoreWare Call Manager Application The ShoreWare Call Manager application can be started in one of three ways: • Automatically upon system startup • From the Shortcut to Call Manager icon on the desktop • From the Start > Programs > ShoreTel menu item The first time the ShoreWare Call Manager application is started, a wizard appears (Figure 18-11), prompting you to configure your Call Manager password, voice mail password, and recorded name.
Desktop Installation Note that SoftPhone is not supported on a Citrix or Terminal services client. Although the feature may work when deployed, having the audio stream from the terminal server to the user’s desktop is likely to result in high latency and poor audio quality. Once you have activated the SoftPhone feature through ShoreWare Director, you should set the options. To set the SoftPhone options: Step 1 Launch SoftPhone from Call Manager. Step 2 Click Options.
Desktop Installation Step 3 Click the Network tab. The Network tab appears (below). Figure 18-13 Network Tab of the SoftPhone Configuration Dialog Box Step 4 Select the Internet adapter from the Adapter drop-down list. If the status line does not indicate Full internet access, click Check Network to find the MGCP service. Step 5 Click the Audio tab. The Audio tab appears as shown in Figure 18-14.
Desktop Installation Step 6 Select the device used for recording from the Recording drop-down list. Step 7 Select the device used for playback from the Playback drop-down list. Step 8 Click Use only configured devices if you do not want SoftPhone to use any Windows preferred audio devices. Step 9 Select the device type. Step 10 Click OK. Installing Outlook Integration You can integrate Outlook to Call Manager in three areas: voice mail, call handling, and memorized phone number management.
Desktop Installation Step 3 Click the Outlook tab as shown in Figure 18-15. Figure 18-15 ShoreTel System Control Panel (Outlook Tab) Step 4 Planning and Installation Guide Click Install. In some cases, a warning appears requesting that you close running applications before continuing. Close the applications as requested.
Desktop Installation Installing Automatic Call Handling Although the ShoreWare Call Manager installation installs the components for Microsoft Outlook integrated voice messaging, it does not install the components for the Microsoft Outlook Automated Call Handing feature. You install these components from the ShoreTel System control panel. To install Automatic Call Handling: Step 1 Right-click the ShoreWare Call Manager icon in the Windows taskbar tray. The ShoreTel menu appears.
Desktop Installation Step 4 Click More Options to select which Outlook contacts to import. The MAPI Import Options dialog box appears. Step 5 Click Enable Disk Caching if you want Outlook contacts to be available without delay when Call Manager starts. When you have enabled disk caching, you can set when Call Manager imports contacts. If disk caching is not enabled, Call Manager imports contacts every time it starts. Step 6 Click the Import Configurator tab.
Desktop Installation To switch from “Internet Only” mode to “Corporate or Workgroup” mode in Microsoft Outlook 2000: Step 1 Choose Options from the Tools menu. The Options window appears (Figure 18-16). Figure 18-16 Options Window Step 2 Click the Mail Services tab (Figure 18-17). Figure 18-17 Mail Services Tab 18 – 16 ShoreTel, Inc.
Desktop Installation Step 3 Click Reconfigure Mail Support. The Outlook 2000 Startup window appears (Figure 18-18). Figure 18-18 Outlook 2000 Startup Window Step 4 Select Corporate or Workgroup and click Next. Upgrade Procedures When the ShoreTel 6.1 system is upgraded, users running any version of ShoreWare Call Manager greater than 5.5.600.0 will be informed that they must upgrade. Upgrades of the system may not require client upgrades.
Desktop Installation User Licensing ShoreTel 6.1 offers three user license types: • Extension and mailbox • Extension-only • Mailbox-only These new choices allow users to request a phone extension license without having to purchase a mailbox at the same time. This additional flexibility may be helpful in situations where a fax machine, a modem, or a lobby phone is desired and a mailbox for voice mail was not needed. Similarly, users can purchase a mailbox without having to purchase a phone extension.
Desktop Installation Small Business Edition and License Control The Small Business Edition (SBE) adds enforcement and branding to the ShoreTel product, and provides tighter enforcement on existing licensing. When an existing ShoreTel system is upgraded to the current software release, an enforcement scheme will require the user to enter a key. When the user launches Director, he is asked to enter either an SBE or EE key (see below for details).
Desktop Installation computer, they must have separate Windows accounts to gain access to the ShoreWare Call Manager application. Be sure to install ShoreWare Call Manager on the computer using the Admin account. When new users log in to Windows, they will see the Call Manager icon on the desktop. The first time this Call Manager is selected, the user is stepped through a “Getting Started” wizard.
Part IV: Managing Cut-Over
C H A P T E R 1 9 Cut-Over This chapter provides the requirements and other information for implementing the cut-over from your existing telephone system to the ShoreTel 6.1 system. Checklist You must complete the following tasks before proceeding to the next chapter: Task Description Owner Status ❑ Confirm your telephony service orders with the telephone company. ❑ Ensure that all end-user reference guides are distributed. ❑ Make a copy of the site’s floor plan.
Cut-Over Cut-Over Requirements As cut-over approaches, you should review and confirm your plan, assemble the cutover tools, and line up resources to support the cut-over. Cut-Over Worksheet The cut-over worksheet is used by the installer during the cut-over to move all endusers from the old system to the new. It is extremely important that the cut-over worksheet be prepared before the cut-over begins.
Cut-Over Basic Cut-Over Checklist Description Completed Secure the telephone company’s contact names, telephone numbers, and pager numbers for testing. Set up a command center to support cut-over activities. Ensure that copies of the floor plans and cut-over worksheets are available. Secure access to building and office areas that require ShoreGear voice switch telephones. Ensure that a telephone is installed next to the ShoreGear voice switch for testing.
Cut-Over Cut-Over of Remaining Devices Use the following checklist to test each new end-user device that is being installed. Description Completed Place an internal call from the new device. Place an external call from the new device. If applicable, place a DID call. If the device is for a user with voice mail, leave a welcome message similar to the following: “This is from . I would like to welcome you to your new, revolutionary, IP-based communications system.
Cut-Over Cut-Over Worksheet Name Extension/DID Planning and Installation Guide ShoreGear Port # Patch Panel # IDF # Station Cable # 19 – 5
Cut-Over Name 19 – 6 Extension/DID ShoreGear Port # Patch Panel # IDF # Station Cable # ShoreTel, Inc.
C H A P T E R 2 0 Training ShoreCare QuickStart is a virtual training program that is revolutionizing the way people learn to operate the ShoreTel 6.1 system. QuickStart is an innovative, no-hassle approach to preparing system administrators, operators, and users for their ShoreTel implementation. ShoreTel is committed to ensuring that our customers have the tools and knowledge base they need to take full advantage of the new era of communication convergence.
Training Recommendations The following recommendations will assist you with training. • It is critical that all employees, workgroup agents/supervisors, and operators be familiar with ShoreTel services before the system is put in service. • Be sure to consider training needs as your staff changes over time. You can return to ShoreCare QuickStart to train new employees on the use of the ShoreTel 6.1 system.
Training As a prerequisite for this class, ShoreTel asks that all class participants view the Operator Call Manager tutorial. Operator training should be completed before your cut-over date. Workgroup Training Workgroups, such as those in a small call center, are empowered with special features and functionality. In addition to viewing the Workgroup Call Manager tutorial, you can learn more by signing up for ShoreTel’s special online training sessions on this subject.
Training The class (led by an online instructor) lasts about four hours. Participants are able to interact with a ShoreTel 6.1 system and ask questions of the instructor. Contact your ShoreTel-authorized partner or visit the ShoreCare QuickStart web center for more information regarding course content and registration. Please register for system administration training at least three weeks before your proposed cut-over date. 20 – 4 ShoreTel, Inc.
Part V: Reference and Appendixes
A P P E N D I X A International Planning and Installation This chapter provides detailed information about voice switches, operating systems, and features that are supported when the ShoreTel 6.1 system is used outside the United States of America. Countries and Features Supported The ShoreTel 6.1 system is supported in the countries listed below. This includes support for the relevant homologation and regulatory approvals.
International Planning and Installation The following chart shows which ShoreTel 6.1 system features are available for each country.
International Planning and Installation International Feature Limitations For analog phones1, the following features are supported only in the US and Canada: • Caller ID Name, Caller ID Number, and Message-Waiting Indication (MWI)2 • Fax machine and modem connectivity through the ShoreGear voice switches For ShoreTel IP Phones: • ShoreTel IP Phones and the SoftPhone are supported in approved countries.
International Planning and Installation Dialing Plan Considerations When planning a global voice network, remember that the ShoreTel 6.1 system is a single image system and that you must consider all countries and locations when designing the international dialing plan. The ShoreTel 6.1 system can match the dialing plan requirements of the local service provider for the countries listed within this chapter.
A P P E N D I X B ShoreGear IPBX Voice Switches This appendix provides information about the ShoreGear-24 (IPBX-24), ShoreGear-12 (IPBX-12), ShoreGear-Teleworker (IPBX-TW), and ShoreGear-T1 (IPBX-T1). Use this information to plan rack space and cabling. NOTE These switches are no longer sold. If you have purchased one of these models, please check the ShoreCare website for End of Life documentation and support.
ShoreGear IPBX Voice Switches Input Power For backup purposes, ShoreTel recommends that all ShoreGear voice switches and the ShoreWare server be connected to an uninterruptable power supply (UPS). This ensures that telephone service will continue in the event of a power interruption. Table B-2 shows the power requirements for the ShoreGear voice switches.
ShoreGear IPBX Voice Switches Table B-5 ShoreGear Voice Switch Dependability Voice Switch MTBF (hours) MTTR (minutes) Availability ShoreGear-Teleworker 116,490 60 99.999% 97,209 60 99.999% ShoreGear-T1 Since the ShoreTel 6.1 system is plug-and-play, a voice switch can be replaced in a few minutes. Thanks to the distributed call control software of the ShoreTel 6.1 system, there is no system-wide single point of failure.
ShoreGear IPBX Voice Switches Power Cabling Each ShoreGear voice switch comes equipped with a standard 110 VAC modular power cord. A localized modular power cord can be ordered from ShoreTel. ShoreTel recommends that every ShoreGear voice switch, as well as the ShoreWare server, be connected to an uninterruptable power supply (UPS). Ethernet Cabling Each ShoreGear voice switch has an RJ-45 connector that provides an auto-sensing 10/100M Ethernet interface.
ShoreGear IPBX Voice Switches Audio Input (Music on Hold) Cabling The ShoreGear-24, ShoreGear-12, and ShoreGear-Teleworker voice switches each have a 3.5 mm mini-mono input connector that provides music or some other recording to callers when they are on hold. The input port supports low-level line audio from a preamplifier or mini-CD player, at 47 kΩ nominal impedance. The audio input cable can be up to 10 feet long. The audio input port on the ShoreGear voice switches is a mono connection.
ShoreGear IPBX Voice Switches ShoreGear-24 Connectors The ShoreGear-24 voice switch (Figure B-1) contains the following components: 1 3.5 mm mono connector for audio input (music on hold) 1 3.
ShoreGear IPBX Voice Switches ShoreGear-12 Connectors The ShoreGear-12 voice switch (Figure B-2) contains the following components: 1 3.5 mm mono connector for audio input (music on hold) 1 3.
ShoreGear IPBX Voice Switches ShoreGear-Teleworker Connectors The ShoreGear-Teleworker voice switch (Figure B-3) contains the following components: 1 3.5 mm mono connector for audio input (music on hold) 1 3.
ShoreGear IPBX Voice Switches ShoreGear-T1 Connectors The ShoreGear-T1 and voice switches (Figure B-4) contain the following components: • • • • 1 DB-9 female connector for maintenance 1 RJ-45 connector for the LAN interface 1 RJ-48C connector for T1 monitoring 1 RJ-48C connector for the T1 interface NOTE The ShoreGear-T1 and provide an internal Channel Service Unit (CSU).
ShoreGear IPBX Voice Switches Racks and Cabling General Cabling Overview The diagram in Figure B-6 highlights the key components with respect to cabling for your voice network. Figure B-5 Cabling Overview Starting from the left in this diagram, the telephone cabling is organized as follows: • A telephone jack (RJ-11) is provided for each telephone.
ShoreGear IPBX Voice Switches Rack Overview A 19-inch data rack, shelf, and modular patch panels can be purchased from most major electrical suppliers. Racks and Cabling General Cabling Overview The diagram in Figure B-6 highlights the key components with respect to cabling for your voice network. Figure B-6 Cabling Overview Starting from the left in this diagram, the telephone cabling is organized as follows: • A telephone jack (RJ-11) is provided for each telephone.
ShoreGear IPBX Voice Switches • Telephone cabling (Category 3 or better) is terminated on the telephone jack and runs back to the equipment room to a modular connector (RJ-21X) on a telephone patch panel. • The telephone patch panel provides a flexible cable management solution for the telephone cabling. The patch panel has RJ-21X connections for the telephone cabling and RJ-11 connections on the front.
ShoreGear IPBX Voice Switches Rack Overview A 19-inch data rack, shelf, and modular patch panels can be purchased from most major electrical suppliers.
ShoreGear IPBX Voice Switches B – 14 Port Designation Pin Cable Color 6 Ring 6 Blue/Red 7 Tip 32 Red/Orange 7 Ring 7 Orange/Red 8 Tip 33 Red/Green 8 Ring 8 Green/Red 9 Tip 34 Red/Brown 9 Ring 9 Brown/Red 10 Tip 35 Red/Slate 10 Ring 10 Slate/Red 11 Tip 36 Black/Blue 11 Ring 11 Blue/Black 12 Tip 37 Black/Orange 12 Ring 12 Orange/Black 13 Tip 38 Black/Green 13 Ring 13 Green/Black 14 Tip 39 Black/Brown 14 Ring 14 Brown/Black 15 Tip 40
ShoreGear IPBX Voice Switches ShoreGear-12 RJ-21X Telephone and Trunk Connector Port Designation Pin Cable Color 1 Tip 26 White/Blue 1 Ring 1 Blue/White — Tip 27 White/Orange — Ring 2 Orange/White 2 Tip 28 White/Green 2 Ring 3 Green/White — Tip 29 White/Brown — Ring 4 Brown/White 3 Tip 30 White/Slate 3 Ring 5 Slate/White — Tip 31 Red/Blue — Ring 6 Blue/Red 4 Tip 32 Red/Orange 4 Ring 7 Orange/Red — Tip 33 Red/Green — Ring 8 Green/Red 5 Ti
ShoreGear IPBX Voice Switches B – 16 Port Designation Pin Cable Color — Tip 43 Yellow/Green — Ring 18 Green/Yellow 10 Tip 44 Yellow/Brown 10 Ring 19 Brown/Yellow — Tip 45 Yellow/Slate — Ring 20 Slate/Yellow 11 Tip 46 Purple/Blue 11 Ring 21 Blue/Purple — Tip 47 Purple/Orange — Ring 22 Orange/Purple 12 Tip 48 Purple/Green 12 Ring 23 Green/Purple — Tip 49 Purple/Brown — Ring 24 Brown/Purple — Tip 50 Purple/Slate — Ring 25 Slate/Purple ShoreT
ShoreGear IPBX Voice Switches RJ-11 Telephone and Trunk Connector Pin Designation 1 — 2 — 3 Tip 4 Ring 5 — 6 — RJ-45 LAN Connector Pin Designation 1 TX+ 2 TX- 3 RX+ 4 — 5 — 6 RX- 7 — 8 — 3mm Mono Audio Input and Output Connectors NOTE From the cable perspective.
ShoreGear IPBX Voice Switches RJ-48C T1 and T1 Monitor Connectors Pin Designation 1 RX Ring 2 RX Tip 3 — 4 TX Ring 5 TX Tip 6 — 7 — 8 — NOTE When connecting the ShoreGear-T1 to a legacy PBX, you must use a crossover cable between the two systems. DB-9 Maintenance Connector B – 18 Pin Designation 1 — 2 TX Data 3 RX Data 4 DSR 5 GND 6 DTR 7 CTS 8 RTS 9 — ShoreTel, Inc.
A P P E N D I X C IP Phone Configuration ShoreTel IP phones are preconfigured by ShoreTel to work in conjunction with your ShoreTel 6.1 system and your network’s Dynamic Host Configuration Protocol (DHCP) server. Once the servers are configured, you simply plug the phones into the network and they are automatically added to your ShoreTel 6.1 system.
IP Phone Configuration You can also reboot the ShorePhone-IP100 by pressing four keys simultaneously. The four keys (as illustrated in Figure C-1) are: • • • • Middle Blank Key Hold Volume – Volume + Hold down these keys until the display shows that the ShorePhone-IP100 phone is rebooting. Middle Blank Key Hold Vol +, Vol - Figure C-1 Reboot Keys on the ShorePhone-IP100 During the boot process, the phone displays an option to enter the setup menu by pressing one of the soft keys (see Figure C-2).
IP Phone Configuration Table C-1 explains the functions of these keys. Table C-1 Key Functions Key Description Scroll and Select Use these keys to scroll through menu items and options. For some options, you can use the top and bottom arrow keys to skip to the first or last parameter in a range. The left-arrow key functions as a backspace key. Soft Keys The function of these keys changes with the current menu. The display shows the function of the active soft keys.
IP Phone Configuration ShoreTel Server's address as the telephone's boot server. The settings configured in the telephones must match that of the DHCP server. When DHCP is not used to configure the telephone's boot server as the ShoreTel server, set the options described in Table C-3 using the telephone's Server Menu.
IP Phone Configuration You have four seconds to enter the password, after which the phone enters normal operation with its current settings. Step 3 Table C-4 NOTE The default password can be changed in ShoreWare Director. For more information, see the ShoreTel 6 Administration Guide. NOTE The BB24 setup screen can be accessed by pressing the upper leftmost and lower rightmost buttons. Enter the values listed in Table C-4 when prompted. Press # to advance to the next settings or * to exit.
IP Phone Configuration a. Check with your system administrator or ShoreTel representative to determine the level of support for a selected country. C–6 ShoreTel, Inc.
IP Phone Configuration Table C-6 Language IDs Code Language 1 English 2 Spanish (Castilian) 3 German The phone downloads the latest bootROM and firmware from the ShoreTel server and in the process, reboots several times. When the phone displays the date and time, the boot and upgrade process is complete. To manually configure an operational ShorePhone-IP110/210/212k/230/530/560/ 560g from the keypad: Step 1 With the phone on hook, press the MUTE key followed by 73887# (SETUP#).
IP Phone Configuration Displaying ShorePhone-IP110/210/212k/230/530/560/560g Settings You can display the phone’s current IP parameters setting by entering a key sequence from the phone’s keypad. To display the phone’s IP parameter settings: Step 1 With the phone on hook, press the MUTE key followed by 4636# (INFO#). The phone will display the first two parameters. Step 2 Press * to advance the display or # to exit. The phone will resume normal operation after the last parameter has been displayed.
A P P E N D I X D Enabling Internet Access to ShoreTel Web Access This appendix describes how to provide Internet access to ShoreTel’s Web Access client using Apache Server as a reverse proxy. Overview ShoreTel recommends that you enable Internet access to ShoreTel Web Access by deploying a reverse proxy based in the DMZ of your corporate firewall. You can use any of the many reverse proxy products available to implement this solution.
Enabling Internet Access to ShoreTel Web Access Installation and Configuration The following sample configuration is based on the Apache Server sitting in a DMZ with a legitimate Internet IP address. To install an Apache Server as a reverse proxy: Step 1 Install the Apache Server. For proper installation and setup, see Apache documentation. Step 2 After you have installed the Apache Server, find the Apache documentation and read the Proxy Module section.
Enabling Internet Access to ShoreTel Web Access Example 2: ####################################################################### #Load the general proxy module and the http specific one LoadModule proxy_module modules/mod_proxy.so LoadModule proxy_http_module modules/mod_proxy_http.
Enabling Internet Access to ShoreTel Web Access D–4 ShoreTel, Inc.
A P P E N D I X E ShoreWare Clients on Citrix and Windows Terminal Servers This appendix describes how to configure Citrix and Windows Terminal Servers to run ShoreTel’s Call Manager clients. Overview Windows Terminal Server (WTS) and Citrix technologies can dramatically reduce management overhead in environments where many users use the same set of applications on similar PC desktops. These technologies allow you to centralize applications and simplify application management and upgrades.
ShoreWare Clients on Citrix and Windows Terminal Servers Step 3 Go to the Windows Control Panel and open the Phone and Modem Options>Advanced tab as shown in Figure E-1. Figure E-1 Phone And Modem Options, Advanced tab Step 4 Remove all ShoreTel providers. Step 5 Copy the following file “TspInstall.exe” from the headquarters machine (Program Files > Shoreline Communications > ShoreWare Server) to the Citrix terminal server.
ShoreWare Clients on Citrix and Windows Terminal Servers Step 8 Return to the Windows Control Panel and open the Phone and Modem Options>Advanced tab. Step 9 Click on the ShoreTel provider and click Configure to display the ShoreTel Remote TSP dialog box, as shown in Figure E-3. Step 10 If the ShoreTel Remote TAPI Service Provider has a connection to the ShoreWare Server, the ShoreTel Remote TSP dialog box appears as shown in Figure E-3.
ShoreWare Clients on Citrix and Windows Terminal Servers Figure E-4 shows an error message in the Provider Status field and has blanks for the Server Name and Login fields. This indicates a null instance of ShoreTel Remote TAPI Service Provider, and indicates that this provider must be removed. Step 11 To remove the provider, go to the Control Panel and open Phone and Modem Options, and then select the Advanced tab.
ShoreWare Clients on Citrix and Windows Terminal Servers Citrix Application Mode Citrix supports two application modes: Desktop and Published Application. When Citrix is running in Published Application mode, you must take the following steps on the Citrix server to run the Personal Call Manager clients. To configure the Citrix server: Step 1 Run dcomcnfg.exe on the PC supporting the Citrix server. Step 2 Under applications, select STClientLogin. Step 3 Click Properties.
ShoreWare Clients on Citrix and Windows Terminal Servers E–6 ShoreTel, Inc.
A P P E N D I X F Session Initiated Protocol This chapter provides detailed information about the Session Initiated Protocol (SIP). You should refer to this chapter for help in planning a SIP deployment on your ShoreTel system.
Session Initiated Protocol SIP is supported for SIP trunks. SIP trunks will be assigned to a particular switch, like any other trunk, so that SIP calls into and out of the ShoreTel system will be routed through these trunks. However, up to five SIP trunks can be associated with one analog switch port, meaning that there will be no physical channel/port associated with each SIP trunk. The SIP trunk is a logical trunk end point which only handles call control responsibilities.
Session Initiated Protocol • ShoreTel IP phones support in-band G711 DTMF signaling. However, out-of-band DTMF is required for a SIP device to send DTMF to ShoreTel's voicemail or auto attendant. SIP INFO or DTMF per RFC 2833 can be used. • ShoreTel can be configured to use the SIP INFO function for DTMF signaling for environments where out-of-band DTMF is needed but in which RFC 2833 is not applicable. Note that SIP tie trunks must use SIP INFO and cannot use RFC 2833 DTMF Relay. • ShoreTel 6.
Session Initiated Protocol • A SIP trunk can be a member of a 3-party conference but cannot initiate a 3-way • • • • • • • • • • • • • • • conference (unless the SIP device merges the media streams itself). ShoreTel SIP supports basic transfers (i.e. blind transfers) and attended transfers (i.e. consultative transfers). Note: ShoreTel has determined the Polycom SIP phone cannot transfer calls although you can transfer call to the Polycom SIP phone.
Session Initiated Protocol • Multiple registrations of different numbers using the same IP address is not • • • • supported as ShoreTel uses the last one received. (This is the case of Mediatrix 2102/1402; customers are expected to use only static trunks for these devices.) ShoreTel working with Static Trunks: • OSE ranges might not work when different SIP devices are part of the same trunk group. Customers are expected to create a dedicated trunk group for each device that needs a static trunk.
Session Initiated Protocol Configuration Configuring SIP on your ShoreTel system consists of the following tasks: • Configuring the ShoreTel System via Director • Reserve the Trunk • Create a Trunk Group • Create a Trunk (static or dynamic) • Configure the SIP Device (per the manufacturer's instructions) These tasks will be discussed in more detail below.
Session Initiated Protocol Figure F-1 Configuring switch for SIP Step 7 Enter a name for the switch in the Name field. Step 8 Enter a description for the switch in the Description field. Step 9 Click the Find Switches button next to the IP Address field and select the appropriate switch to populate the field with an IP address. Step 10 The Ethernet Address field auto-populates. Step 11 Click on the Server to Manage drop-down menu and select the server that will manage this switch.
Session Initiated Protocol Step 14 Click the Save button to store your changes. Create a SIP Trunk Group To create a new SIP trunk group, follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the Trunks link to expand the list. Step 4 Click on the Trunk Groups link.
Session Initiated Protocol Step 9 Select the Teleworker check box if the SIP endpoint is not at the same site as the trunk group being configured. Step 10 Select the Enable SIP Info for G.711 DTMF Signaling check box to have SIP information sent between the SIP device and voice mail. Enable this if connecting two ShoreTel systems with SIP tie trunks. Clear if the trunk is primarily used to connect a third-party SIP device.
Session Initiated Protocol To configure the outbound options for this trunk group: Step 18 Figure F-3 F – 10 Continue scrolling down to display a window similar to the one below: Creating a SIP trunk group (outbound configurations) Step 19 Enter the appropriate trunk access code for this trunk group in the Access Code field. This is typically "9" in the U.S. and Canada. Step 20 Enter the local area code for this trunk group in the Local Area Code field.
Session Initiated Protocol Step 24 Select the n11 check box to enable telephone service calls, such as directory assistance (e.g., 411 or 611, but not 911, which is specified below.) Step 25 Select the 911 check box to enable emergency 911 calls. NOTE You must have at least one trunk group per site that allows 911 calls. Step 26 Select the Easy Recognizable Codes (ERC) check box to enable services such as toll-free dialing calls (e.g., 800, 888, 900).
Session Initiated Protocol Create a SIP Trunk To create a new SIP trunk, follow the procedure below: Step 1 Launch ShoreWare Director and enter the user ID and password. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the Trunks link to expand the list (if it has not already been expanded). Step 4 Click on the Individual Trunks link.
Session Initiated Protocol • Use IP Address - Select this radio button to enter a static IP address. This is recommended if the systems are static and will not be changing IP addresses often. Step 10 Enter the desired number of SIP trunks in the Number of Trunks field. Step 11 Click the Save button to store your changes. NOTE Callers to workgroups do not hear ringback if they call over SIP trunk.
Session Initiated Protocol F – 14 ShoreTel, Inc.
Glossary Administrator The office manager or IS professional responsible for installing and configuring the system. All Trunks Busy The situation in which a user tries to make an outside call through a telephone system and receives a “fast” busy signal (twice as many as normal in the same amount of time), indicating that no trunks are available to handle the call.
Glossary Call Stack The list of calls in ShoreWare Desktop associated with an extension, including active calls and calls that have been put on hold or are being managed in some other way by the user. Call Waiting Usually for single-line telephones, a feature that lets a second call arrive to the line by delivering a call-waiting tone to the user and a ring-back to the caller. Call-Waiting Tone The tone that is presented to a user with call waiting when a second call arrives.
Glossary External Call A telephone call directed to or from outside the telephone system, and over the Public Switched Telephone Network (PSTN). FSK Frequency Shift Key, a modulation technique used with low-speed modems; also used with CallerID and message-waiting lamp indicators. FXO Foreign Exchange Office. An FXO interface connects to the public switched telephone network (PSTN) central office and is the interface offered on a standard telephone.
Glossary Outside Caller See Caller. PBX Private Branch Exchange; a term used by telephone companies to indicate equipment that is located on the customer’s premises and that can route telephone calls. Permissions Privileges granted to each user with respect to what data, features, menus, or calling options may be used. Permissions are under the control of the system administrator. Physical Extension A common internal extension with an assigned physical port and telephone.
Glossary either term can be used when referring to voice connections from the telephone company. Trunk Hunt Group A term sometimes used to indicate a group of telephone lines configured by the telephone company to rotate incoming calls among all the lines in search of the next available one. In this way, a company can give out one main number, and all calls to that number will hunt for the next available line or trunk.
Glossary Glossary – 6 ShoreTel, Inc.
Index Symbols "Use Flash to Route Calls" check box 14-16 #22AWG wire 13-7, B-4 Numerics 10 Base-T 13-7 100 Base-T 13-7 10-digit local dialing 6-5 110 VAC modular power cord 13-7, B-4 16-bit DOS addressing 17-16 19-inch data rack 13-13 26 AWG wire, to avoid risk of fire 16-2 28.8 Kbps 8-3 3.
Index audio output 13-8 Audio Output (Paging and Night Bell) Cabling 13-8 Audio tab 18-11 Australia, countries supported A-1 authentication 9-19 Auto-Attendant Call Routing 4-3 auto-attendants, multiple 9-2 Automated Attendant 11-17 Automated Call Distributor (ADC) calls 14-3 Automatic Call Handling, installing 18-14 Automatic Number Identification 4-9 Automatic Number Identification (ANI) 5-7 auto-run 17-10 availability B-2 Avaya PBX 14-28 avoiding exposure to rain or moisture 16-2 B B8ZS 16-8 backing up
Index Canada, countries supported A-1 canonical format, converting to 6-5 canonical format, external numbers 6-4 Carrier Select numbers 7-2 Category 5 cabling 13-7 cccount code collection service call detail reports 7-3 cccount codes states 7-3 CD player 13-8 CDP C-3 CD-ROM drive 17-4 centralized applications E-1 Centrex lines 5-2 Channel Service Unit (CSU) 13-7 checklist, for trunking cut-over 19-3 checklist, installation 1-3 Citrix 10-6, E-1 Citrix application mode E-5 Citrix servers 3-3 Citrix terminal
Index Cut-Over Checklist 19-3 Cut-Over Coverage 19-4 cut-over coverage monitoring personnel 19-2 scheduling on-site team 19-2 Cut-Over Implementation 19-2 Cut-Over Requirements 19-2 Cut-Over Worksheet 19-2 cut-over, to ShoreTel 19-1 D data files, location 17-5 data network, integrating with 9-2 Data-entry fields conventions Preface-xv DB-9 female connector 13-11 DB-9 maintenance connector 13-23 DB-9 maintenance connectors B-18 default trunk access code 6-8 defining 10-digit dialing 6-6 defining admission
Index E E1 PRI service 5-13 E1 PRI trunks 5-5 echo cancellation 9-11 echo canceller 8-3 echo packets 9-23 e-commerce, and security 9-22 Editing switch configurations ??–16-8 electrical storm, postponing installation 16-2 electrical surges 16-5 electricity, safety with 16-2 email, for notifying users 18-2 emergency 911 calls, exceptions 6-3 emergency calls, planning 4-13 emergency numbers A-4 enabling fax redirect for a user 11-15 encryption 9-19, 9-20 enabling during a call 9-24 no support with SoftSwitch
Index headsets for agents 8-2 operators 8-2 supervisors 8-2 headsets, for workgroup agents and supervisors 8-2 heartbeat interval 15-2 heat dissipation B-2 Hewlett-Packard fax machines 8-3 hexadecimal format, time offset 15-6 high voltage components 16-2 higher-density trunking 3-6 hold button, MOH 8-7 homologation, for international installations A-1 hostname, HQ server E-2 HTTP port 80 D-2 httpd.
Index inter-site calling 14-4 IP address outside of range 15-5 IP address assignment 9-14 DHCP server 9-15 firewalls with NAT 9-15 IP Address Map 15-4 IP address range, defining for IP phone 15-4 IP address, static 15-1 IP gateway C-3 IP networks, ready for VoIP 9-3 IP parameters, configuring manually for IP phones C-1 IP parameters, displaying for phone C-8 IP phone installation 15-2 IP Phone Cabling 13-7 IP phone cabling B-4 IP phone support, and voice switches 15-2 IP phones installing without DHCP C-1
Index Lucent PBX 14-28 M MAC address 16-7 MAC Ethernet address 13-7 Mail Services Tab 18-16 mailbox, purchasing license without phont extension 18-18 Mailbox-only license 18-18 main server, installing software 17-4 maintenance cabling 13-8, B-5 maintenance port 9-15 maintenance port, switch 9-14 Make Me Conferencing, support 16-7 Malaysia, countries supported A-1 management overhead, reducing with Citrix E-1 managing your system 1-2 manually configuring the ShorePhone-IP100 C-1 map extension ranges 6-2 MA
Index online documentation 10-6 operating humidity 16-9, B-2 operating system 17-15 operating temperature 16-9, B-2 operating, call directing 4-6 Operator Assisted calls 7-2 Operator Call Manager, introductory training 202 operator call routing 4-7 operator digit A-4 Operator Training 20-2 operator-assisted dialing 6-7 operators, headsets for 8-2 operators, training 20-2 option 155 15-2, 15-5 Option 66 15-5 Order new trunk lines 1-3 ordering service 5-13 outbound caller ID 5-9 outbound calls, and analog wi
Index rack mounting instructions 16-5 rack overview 13-13, B-13 rack space and cabling, plannning B-1 rack, standard B-1 racks and cabling 13-12 receptionist, training 20-2 receptionists, telephony needs 8-2 recommendations for installing server 10-1 recommendations, planning 3-1 recommendations, training 20-2 Reconfiguring Mail Support 18-17 recording device 18-12 regulatory approvals, international A-1 reliability and availability, ShoreGear voice switch 13-5 remote administration 10-6 remote switches, I
Index ShoreGear-120/24 connectors 13-9 ShoreGear-120/24 RJ-21X telephone and trunk connector 13-14 ShoreGear-40/8 connectors 13-10 ShoreGear-40/8 RJ-21X telephone and trunk connector 13-18, 13-20 ShoreGear-40/8, installing 16-3 ShoreGear-60/12 connectors 13-9 ShoreGear-60/12 RJ-21X telephone and trunk connector 13-15, 13-17 ShoreGear-E1 connectors 13-11 ShoreGear-E1, installing 16-5 ShoreGear-T1 connectors 13-10 ShoreGear-T1 switch, no power switch 16-5 ShoreGear-T1 switch, service provided by 16-8 ShoreGe
Index Spain, supported features 8-6 Spanish language license 18-18 Spanning Tree protocol 9-11 Start bar E-2 starting the ShoreWare Call Manager application 18-9 static IP addresses 9-15 static IP addresses, and servers 9-14 status screen, client installation 18-7 stereo jack 13-8 storage temperature 16-9, B-2 streamed music B-5 subnet mask C-3 superior design, ShoreTel 9-3 supported PBXs 14-26 Avaya 14-26 Mitel 14-26 NEC 14-26 Nortel 14-26 Siemens 14-26 surge protector 16-3 Switch configuration ??–16-7 sw
Index Transfer Using Flash feature 14-17 trunk access codes A-4 trunk access code, defaults 6-8 trunk cabling B-4 Trunk Considerations 4-3 trunk considerations 4-6, 4-11 trunk digit manipulation, specifying 6-9 trunk features, understanding 5-6 trunk group edit page 7-4 Trunk Group edit page, call routing 7-6 trunk lines, ordering 1-3 trunk monitor cabling B-4 Trunk Planning and Ordering 5-1 trunk ports 13-9, 13-10, B-6, B-7, B-8 Trunk Requirements 5-1 Trunk requirements 3-2 trunk requirements 14-3 trunk s
Index voice mail, and disk usage 10-3 voice mail, SMDI 14-7 Voice Over IP, advantages of 9-2 voice quality, resultant 9-12 voice switch installation 16-1 specifications for B-1 voice switch requirements 13-3 voice switches UPS B-2 voice switches, instructions for installing 16-3 voltage, input B-2 VPN 9-6 VPNs extranets 9-19 intranets 9-19 remote access 9-19 Windows Server 2003 10-6 Windows Server 2003 components, installing 172 Windows XP Professional 12-3 Wizard, for client installation 18-5 workgroup a
