This page contains answers to commonly asked questions our help desk receives about the ShoreTel System including Call Manager, Communicator, Contact Center, Conferencing & Instant Messaging, IP Phones, and Voice Switches.
To adjust the contrast of your IP 530/560 phone, press and hold the ‘Mute’ button as you repeatedly press the UP or DOWN arrows on the ‘Scroll’ button next to the phone display.
The ShoreGear-120, ShoreGear-60, and ShoreGear-40 voice switches send a heartbeat to their associated IP phones once a minute. If the heartbeat is not acknowledged within approximately four seconds, the switch considers the IP phone to be offline or unavailable. The switch continues to broadcast the heartbeat every minute. Any currently offline IP phone that returns an acknowledgement is considered online and available.
Extension Port or Universal Port in Extension Mode:
On hook voltage: -47V DC.
Off hook loop current limit: 28 mA.
Ringing Voltage: 47VAC RMS.
Ringing Frequency: 20 Hz.
Ringing waveform: AC Trapezoidal on both Tip and Ring, no DC offset.
Ringing capability: 3 REN (Ringer Equivalence Number).
Ringing Cadence: Under program control.
Loop resistance: 200 Ohms maximum.
Impedance: 600 Ohms.
Universal Port in DID Trunk Mode:
Idle voltage: -47V DC.
Off hook loop current limit: 28 milliAmperes.
Loop resistance: 1500 Ohms maximum.
DID Type: Wink Start.
Universal Port in Loop Start Trunk Mode:
Off hook operational loop current required: 10 mA minimum, 120 mA maximum.
Off hook voltage, at 20 mA loop current: 7.5VDC maximum.
Ring detect threshold: Must detect above 16.5V AC RMS, must not detect below 13.5VAC RMS.
Ring Frequency Range Detected: 14.71Hz to 83.3Hz.
Ring Cadence Detected: Under program control. Minimum 680ms on, followed by minimum 2000ms off. At these minimums, it could take four rings to answer. With US ringing (2 sec on, 4 sec off), it takes two rings to answer.
Ringer load: 0.0B REN (Ringer Equivalence Number).
The IP phone reboots whenever power is reapplied. You can accomplish this by disconnecting the power cable momentarily and then reconnecting it.
You can also reboot the IP phone by pressing four keys simultaneously. The four keys are:
Hold down these keys until the display shows that the IP phone is rebooting.
Yes, it is compatible with all versions of ShoreTel including 6.1
The power consumption is as follows: See Attached Data Sheet for additional details.
PoE Power rating
You are trying to bring new phones on line in a new installation. You are not sure which configuration switch the phone is using. You are wondering if you can direct the phone to a specific switch.
In a DHCP environment, when an IP phone is booted, it receives an IP address from DHCP and the required FTP Server information. Once the phone reaches the ShoreWare Server the phone should communicate with a Configuration Switch. If the phone cannot reach one of the configuration switches, the phone will not be added to the system. Configuration Switches are added to HQ by default once the first two switches are added server. You must manually change the Configuration Switches if you would like to assign specific switches. The IP addresses of these switches are downloaded to the IP phones whenever the IP phones are booted. If you have configured the IP phones to boot without a DHCP server, you must set the IP address of the configuration switch manually (MGC Address). These switches communicate with the ShoreTel server to determine which switch manages calls for a particular IP phone.
The ShorePhone IP 230 and 230g includes a 24 character x 5-line display, 120 x 35 pixels, however it does not have a backlight.
The 655, 565G, 560G, 265, 212k. 115, 110, and BB24 do.
The IP 565g phone supports the Bluetooth V2.0 standard, which is backwards compatible with Bluetooth 1.x headsets. Compatible headsets need to support the hands-free or headset profile, as defined in the Bluetooth standard.
Even though internal testing of third-party headsets for the IP 565g has been performed, ShoreTel does not certify or support products from headset vendors.
Because of the inherent environmental inconsistencies in the locations in which the IP 565g may be deployed, there is no one best headset solution that is optimal for all environments. ShoreTel recommends that customers test the headsets that work best in their environment before deploying a large number of units in their network.
The primary reason that support of a Bluetooth headset would be inappropriate for an installation is the potential for undesired noise, such as crackling or popping sounds.
Such noise may be heard by the remote party or by both the remote party and the IP 565g user. Causes for the noise can include:
In some instances, the mechanics or electronics of various headsets can cause remote parties to hear their own voices echo back when they speak to IP 565g Bluetooth users. Sometimes this can be mitigated by turning down the volume setting of the phone and/or headset.
Testing performed in the ShoreTel labs has shown that the Plantronics 510 and Plantronics 655 have performed well with the IP 565g, but it remains the customer’s responsibility to test in their environment.
Please contact TOTLCOM for the latest list of additional supported headset models.
Starting in ShoreTel 7, Administrators have the ability to load custom ring tones on the IP phones so that each user can have a unique ring tone.
One set consisting of two custom ring tones (one for internal calls and one for external calls) can be loaded onto each IP phone by the ShoreTel Administrator. This new set of tones will displace one of the existing sets of ShoreTel ring tones.
Ring tones must be in Microsoft Wave File format (.wav). These custom ring tones are not provided by ShoreTel, but numerous web sites offer files that can be downloaded for free. A quick search should yield a large number of possibilities. Once a set of custom ring tones have been identified, the system administrator must load these ring tones onto a user’s IP phone via an FTP server.
Please refer to ShoreTel 7 Release Notes for details. This feature is supported on all ShoreTel IP phones except the IP 100 or IP 8000.
Call Manager supports Microsoft SP2 and SP3.
XP service pack 3 (SP3) has been certified with ShoreTel 8 (build 13.9.9403.0 or higher) and ShoreTel 7.5 (build 12.15.3601.0 or higher).
To edit the DNIS Digit Map, click Edit DNIS Map from the appropriate Trunk Group edit page to invoke the DNIS Digit Map.
For each DNIS entry, type a meaningful name into the Dialed Number field. This can be a mix of digits and alphabetic characters. This friendly description will be presented in the Call Manager as well as in the CDR Reports.
Enter the digits you expect from the service provider when this number is dialed in the Received Digits field.
Select a Destination extension using the Search button and then click Add this record.
An Operator Call Manager user must have the proper permissions to have the “Extension Monitor” option available.
When account code collection is enabled or required for a user group, calls placed via the telephone or the Call Manager are routed to the account code extension. The Account Codes Service prompts the user to enter an account code followed by the â#â key. If the account code entered does not match the digits in a stored account code, an explanation message is played and the user can enter an account code again. When a matching account code is collected, the call is placed according to the originally dialed number.
The call permissions define which dialed numbers will be directed to the Account Codes Service for user groups configured with account codes. For calls that are redirected to the account codes extension, the call will be completed with the trunk access and call permissions of the Account Codes Service.
This structure imposes two sets of permissions to outbound calls:
To delegate call handling:
Step 1 – From the Personal Options page of the Individual User, click Delegation (which is found to the right of the Current Call Handling Mode). The Call Handling Mode Delegation page appears.
Step 2 – From the left column, select the user(s) to whom call handling will be delegated and click Add.
Step 3 - To remove a user from call handling delegation, from the right column, select the user you want to remove and click Remove.
Step 4 - The User who wants to change the call handling mode would then use their “OPERATOR CLIENT or WORKGROUP SUPERVISOR CLIENT” and right click on the users call handling mode to delegate and change.
IP phones and other IP endpoints communicate with ShoreGear switches via MGCP, a device control protocol. The relationship between the switch (call manager) and the phone (gateway) follows a masterâslave model. MGCP, an industry-standard protocol, is used to:
SELF-AUDITED LICENSES: These are licenses that MUST be purchased from ShoreTel – but are not tied to a key. This means that the customer simply goes into the ShoreWare Director and physically enters the number of licenses of a specific type that they have purchased. A license is counted as being “required” as individual ShoreWare system users are configured to use that type of specialized call manager – or as additional servers are added.
You will find information regarding the Softphone within Personal Call Manager under Help, Contents and Index, Softphone.
From Call Manager (ShoreTel 7.5 and Below) – You can place the calls from the SoftPhone by using the Call Manager interfaces just as you would with an analog or IP Phone. The Soft Phone must first be taken off-hook (Simply Press the TALK Button) for a call to be placed however. If a call is placed from Call Manager while the Soft Phone is on-hook you will hear some ringing to alert you that the Soft Phone is still on-hook. Also Handsfree Mode can be used to suppress dial tone on the Soft Phone just as with other phones.
On the PC you want Call Manager installed on, open an IE browser and enter the URL as follows:
http://<shoretel server name or IP address>/shorewaredirector/clientinstall
This feature is only intended to be used if you are migrating users from an older (4.x and prior) ShoreTel Converged Conferencing Server server to a newer (4.2 and above) Converged Conferencing server. This option is designed to protect those passwords during the migration.
No. The Conference Bridge is an appliance running on Linux, the only access will be loading the files, to make sure the filed been uploaded is not been infected, ShoreTel recommends to install AnitVirus on the machines have Administrator access to bridge to address the concern. There is no access in Conference Bridge to load AntiVirus.
For user who might have loaded virus-infected file for sharing, it will not harm Conference Bridge but it is users’ responsibility to have anti-virus program installed before downloading the sharing files..
The hostname for Converged Conferencing bridge needed to be a fully qualified domain name (or FQDN), which consists of a host and domain name, including top-level domain. For example, www.shoretel.com is a fully qualified domain name, www is the host, shoretel is the second-level domain, and .com is a top-level domain. The valid characters are letters, digits and hyphens.
As of ShoreTel 7.5 and below, Distributed Routing Service (DRS) allows larger systems to scale beyond 60 switches up to a total of 200 switches (including SoftSwitches). The Distributed Routing Service is optional on systems up to 60 switches, but must be enabled on systems with 60 or more switches. With ShoreTel 8 and above, ShoreTel supports up to 100 Switches per site with DRS disabled and 500 Switches per site with DRS enabled. Also, ShoreTel 8 also supports a Maximum of 100 V-Switches which count towards the total switch count per site.
When Distributed Routing Service is enabled, ShoreGear switches only exchange routing information with other switches configured in the same site, rather than exchanging information with every switch in the system. Although each ShoreGear switch only maintains routing information within its site, each ShoreWare server also includes an instance of the Distributed Routing Service, which maintains system-wide routing information. When site-to-site calls are initiated, ShoreGear switches contact the Distributed Routing Service in order to find the ShoreGear switch or switches necessary to complete the call.
In a system with more than one ShoreWare server, the ShoreGear switches may contact an alternate instance of the routing service if the primary instance is unreachable. ShoreWare servers have a hierarchical relationship, with the Headquarters server at the top of the hierarchy. As you add servers to the system using ShoreWare Director, you define the order of the servers in relation to the Headquarters server and the various sites in your system. Initially, the switches try to contact the nearest instance of the
DRS OFF V- SWITCHES
DRS ON V- SWITCHES
> ST 10
Up to 100 Switches
Up to 500 Switches?
Up to 60 Switches
< ST 9.2
Up to 200 Switches
You’re exporting records from the Shoreware CDR 6.1 database and you’d like to know what changes were made to the database in this version.
In the 6.1 release, the Extension field of Call Detail Record (CDR) is now a 16-character field. All subsequent columns have been shifted right by 9 characters.
Place the number in the Caller ID field of the Individual User. This number is used for caller ID on outbound calls. A caller ID entered here will take precedence over the user’s DID and the site’s CESID number. If no number is entered, the user’s DID or the site’s CESID will be used for outbound caller ID. NOTE: This feature is available only on outbound calls using a T1/E1 PRI trunk.
The server specifications for the Branch Office Solution is as follows:
Small Business Edition Integrated Server
800 MHz or better
512 MB RAM or better
40 GB hard disk or better
CD ROM or better
10/100 Ethernet NIC or better
One or more USB ports
No monitor, keyboard or mouse.
Microsoft Windows Server 2003 for Telecommunications Systems.
Benefits: Can be purchased with various bundles (Extension & Mailbox Licenses, etc…)
In Director, click Preferences under the Administration link in the navigation frame.
Play and Record - This will change how you play and record an auto-attendant prompt.
PC - Click this button if you will play and record via your PCs speakers and microphone. This requires that you have a sound card installed in your computer.
Telephone - Click this button if you will play and record via your telephone handset. In the Call Number field, you must enter a telephone number or the extension at which the system will call you.
The “Request System License Key” is disabled until the your first “keyed license” is entered. A system license key cannot be issued without corresponding user licenses to go with it (Extension+Mailbox, Extension Only, Mailbox Only, etc.). If you need assistance obtaining your licenses or a list of licenses purchased, please Contact TOTLCOM Support
Your system still has key(s) out of compilance so the system license key can’t be applied. Please contact your ShoreTel Partner or ShoreTel Installed Base Business Services Team – please Contact TOTLCOM Support to address any outstanding license issue.
KEYED LICENSES: these are licenses that we send specific encrypted keys for that are entered into the customers ShoreWare Director. Adding a license key causes the number of purchased licenses to increment by the number the key is generated for. Keyed licenses are:
All ShoreTel applications, including Workgroups, Voice Mail, and Account Code Collection, communicate via TAPI to other system components. All applications that need to interact with distributed call control do so via TAPI. Application use TAPI to communicate call control information to TMS, and TMS communicates this information to all other system components as needed. For example, whenever a user dials a number, the ShoreGear switch notifies TMS. TMS then presents the call infromation to the application via TAPI.
The Telco disabled Caller ID information; please check with Telco to make sure that they have not disabled the ability for you to send anything but the BTN “Bill To Number or Business Telephone Number”.
Media travels through the ShoreTel system using Real-Time Protocol (RTP). After call setup, media flows directly between IP phones via RTP. The ShoreGear switch is involved only when setting up or tearing down a call. A voice mail message is normal RTP traffic, unless it is a recorded voice mail message moving from one server to another.
Voice mail media streams conform to the G.711 codec. If a switch or IP phone is configured to use G.729 or ADPCM (for example, an intersite call), a media server proxy is used to transcode between G.729/ADPCM and G.711. Since the media server proxy is a switch resource, there are a limited number of G.729 proxies. If there are insufficient G.729 proxies, then ADPCM is used instead.
Endpoint location exchange is performed via ShoreTel’s proprietary Location Service Protocol (LSP). When switches first connect, they exchange all known SIP URLs. Afterwards, only configuration updates are transmitted. LSP is based on UDP. The service relies on keep-alive pings (sent every 30 seconds) to detect dead switches.
Upgrades can be performed in an on-line environment. Switches are updated when all ports are idle – new code is written to flash and rebooted on success.
For software upgrades, TOTLCOM simply installs the new software on the ShoreTel server, and all the ShoreGear voice switches, across all locations, are automatically and immediately to the new release.
In addition, users are notified of the new software release and will be prompted to automatically upgrade their software or administrators can easily upgrade the software on all client machines using Microsoft Active Directory Group Policies regardless of the permissions associated with those machines or the users who log into those machines.
ShoreTel Director software automates updates to the ShoreGear voice switches and ShoreTel Call Manager applications. Using an integrated software distribution mechanism, ShoreTel Director maintains an inventory of the firmware running on the ShoreGear voice switches, the ShoreTel IP Phones as well as the version of the ShoreTel Call Manager software, and automatically performs updates to keep the system running optimally.
All ShoreTel documentation is also refreshed on upgrades.
The ShoreTel IP solution is a single system distributed over multiple sites. Call control is distributed across the network via the ShoreGear voice switches that are deployed at each location. In addition, each ShoreGear switch contains the system routing configuration and performs its own call control enabling it to provide a single system that is distributed across all locations and is also individually survivable at each location.
ShoreTel software has passed a detailed evaluation and testing process managed by VMware and has achieved VMware Ready™ status.
With ShoreTel 12.3, there are several new platforms that have been tested for compatibility and now approved. This list includes the following:
TOTLCOM will custom design your system to leverage existing Virtual Machine Architecture and minimize additional hardware requirements.
All ShorePhone IP phones use Class 3 PoE and consume 4.3 W min idle and between 5.9 – 8.2 W max depending on model.
All IP Phones proposed have a built-in “headset” mode and jack. This allows answer and disconnect functions for headsets using a single dedicated button.
Standard headsets are available for all IP Phones proposed using a separate integrated headset jack and wireless headsets are available for the 655 and 565g models using Bluetooth 2.0.
Extension Assignment is a ShoreTel feature that allows users to reassign their extensions to any phone connected to the ShoreTel System or remote devices accessible to the network, including home phones and mobile devices.
Activating Extension Assignment from a system telephone assigns your extension to that device. When activating Extension Assignment from a remote device, you maintain an on-system extension presence by mapping your ShoreTel extension to the external device. ShoreTel Communicator displays calls that Extension Assignment forwards to your specified device. You can manage these calls in ShoreTel Communicator as if you received them through your home device. The device to which Extension Assignment assigns your extension rings when you receive a call. The active Call Handling Mode determines the disposition of unhandled calls. ShoreTel Communicator provides all call management functions except call answer. Extension Assignment calls must be answered on the assigned device. Voice calls made and received while Extension Assignment is active are placed in the extension’s call stack. Calls cannot be parked on an extension where Extension Assignment is active.
ShoreTel supports just about any analog phone sold in the market place. This can be corded or wireless. The analog telephones receive –48v dc power from the ShoreGear switch. For LCD/LED functions standard 110v ac power is required. In the event of power failure, the LCD/LED features will not be visible. No handset reconfiguration is required for analog phones. The administrator simply configures the user profile and settings in ShoreTel Director.
The ShoreTel system supports SIP trunk services natively however deployment with various Internet Telephony Providers may require a supplementary session border controller depending on the network environment.
The ShoreTel system natively supports SIP endpoints without requiring additional hardware or software. SIP Extensions give ShoreTel the ability to support many other vendors handsets. ShoreTel has worked jointly with other vendors to ensure interoperability such as Ascom, Multi-tech, Mediatrix and a few others. However many IPBX vendors typically won’t work together due to being competitors. ShoreTel has gone ahead and tested many of the other vendors handsets and typically they will work from a basic standpoint. However some features may not be supported.
TOTLCOM would like to share some important security information we have recently received from our partner ShoreTel. This information is directed towards all ShoreTel Customers and applies to all ShoreTel releases.
According to ShoreTel: A wave of attacks on phone systems in general and on voicemail systems in particular has been recently reported. These attacks have been reported via the media. Some of our customers have also reported attacks on voicemail.
Security vulnerabilities can create significant financial and privacy implications for a company due to unauthorized calls or modifications on the phone system. ShoreTel and TOTLCOM have the following recommendations and suggestions for improving the overall security of your ShoreTel deployments.
For systems on older ShoreTel builds you can search the Vmail-XXXXXX.log for “Log on failed password check” to check for any abnormal patterns.
Installing ShoreTel Communicator for Windows (before v13.2) on Windows 8 may fail; the client installer will roll back. There is no reliable work-around as of now.
We recommend using Communicator for Web as an alternative to Communicator for Windows on Windows 8.
Creating a new user via Director from IE10 on your Windows 8 PC will fail and corrupt the ShoreTel database!
A fix has been identified and will be in future builds of ShoreTel 12.3 and greater.
Please check with Totlcom before installing Communicator on Windows 8, and before using Windows 8 to manage your ShoreTel system.
Yes. All external inbound calls to a mobile device extension‐assigned from a ShoreTel extension will be recorded normally. To record external outbound calls from the extension‐assigned mobile device, the calls have to be placed via ShoreTel Communicator.
Yes, Mobility for iPad works with both iOS 5 and iOS 6.
Mobility is now optimized for iPad:
ShoreTel Mobility is a complete mobile solution that incorporates the most useful UC features into one application with support for a wider variety of PBXs. ShoreTel Mobility for iPad provides VoIP calling from internal Wi-Fi, as well as externalHotspots with an automatic and secure SSL VPN. Presence and Instant Messaging is integrated into the Client. ShoreTel Mobility supports access via ShoreTel PBX, Cisco CUCM, Avaya Aura, Avaya Nortel CS1000, and TDM PBXs (via a TDM-to-SIP voice gateway).
Unlike ShoreTel’s open, flexible support for a broad range of systems, Cisco Jabber for iPad is only supported on the Cisco PBX, requiring a large UC infrastructure with multiple system servers. Jabber does not have any kind of built-in VPN, which means users are required to manually initiate VPN or must have access to a Cisco ASA infrastructure. This has a negative impact on usability and productivity. Jabber accounts and user access must be configured on multiple systems, which wastestime and resources. Cisco Jabber lacks a solution for BlackBerry and relies on a third-party solution, RIM MVS, compared to ShoreTel’s integrated support for Blackberry.
Avaya Flare relies on the Avaya PBX. Avaya Flare has VoIP calling (when connected to Wi-Fi) but does not have any cellular capability. The Avaya Flare Experience (the software that runs on the Flare tablet) can run on the iPad, but even then there is no integration with cellular so users can only place calls when connected to a Wi-Fi network. Avaya Flare does allow document sharing, which is a benefit that ShoreTel does not have integrated (however does have available separately through the ShoreTel Conferencing application). Like ShoreTel, presence status is shown for voice calling, video, and IM. Avaya lacks VoIP calling on other smartphone platforms such as Android and BlackBerry, while ShoreTel provides this support.
Yes, ShoreTel Mobility will automatically perform handover to cellular voice, when available, if the call quality degrades or the connection is lost. This enables users to focus on their communications without worrying about manually selecting the network that is utilized.
Yes, you can initiate a conference call for up to three lines by either:
(a) selecting the Conference button;
or (b) pressing and dragging a contact onto the call.
aaYou can add personal or enterprise contacts to a call.
TOTLCOM is an authorized dealer of top brand telecom equipment for business phone systems, voice and data networks, and video surveillance systems. Our expert staff custom selects products to create the communications system that best matches your company’s needs. But don’t take our word for it – check out this history of comments made by some of our favorite customers.
Your service is always fantastic, from the moment I call or e-mail to when the tech leaves our office! – Alexandra – Advocal; Sacramento, CA