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ShoreTel Questions

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.

How Do I Adjust The Contrast On My IP 530/560 Phone?

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.

What Is The IP Phone Keep Alive?

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.

What is the voltage output on the analog port?

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.

Impedance: 600 Ohms.

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).

How to reboot an IP100 phone?

There are two ways to reboot the IP 100 phone:
  • By reapplying power
  • By pressing four of the phone's keys simultaneously

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:

  • Middle Blank Key
  • Hold
  • Volume -
  • Volume +

Hold down these keys until the display shows that the IP phone is rebooting.

Is the ShorePhone IP 100 compatible with ShoreTel 6?

Yes, it is compatible with all versions of ShoreTel including 6.1

What Is The Power Consumption On IP Phones?

The power consumption is as follows: See Attached Data Sheet for additional details.

Model

PoE Power rating

Idle

Active

IP 565g

Class 3

4.2 W

6.9 W

IP 560g

Class 3

4.1 W

7.1 W

IP 560

Class 2

3.4 W

6.4 W

IP 265

Class 2

3.5 W

5.9 W

IP 230g

Class 2

4.0 W

5.9 W

IP 230

Class 2

2.9 W

4.4 W

IP 212k

Class 2

3.1 W

5.1 W

IP 115

Class 2

2.6 W

3.7 W

IP 110

Class 2

2.8 W

4.1 W

IP 8000

Class 3

4.3 W

8.2 W

What Are IP Phone Configuration Switches?

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.

Does The ShorePhone IP 230 Have A Backlight?

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.

Do ShoreTel Phones Support Bluetooth Headsets?

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:

  1. Using the Bluetooth at or beyond the limits of the supported range (i.e. 30 ft)
  2. Having physical objects obstruct the "line of sight" between the IP 565g and the user wearing the Bluetooth headset.
  3. Operation of 2.4 GHz Wi-Fi network (802.1 b/g) in the same location as the IP 565g.
  4. Microwave ovens or other cordless phones operating in the 2.4 GHz band.

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.

Does ShoreTel support Custom Ring Tones on IP Phones?

Prior to ShoreTel 7, ShoreTel IP phones have four different sets of ring tones, with each set consisting of one tone for internal calls and another for external calls. The user was free to select from the four tones as desired. However, in some densely-populated work environments, four tones were not enough for users to be able to distinguish the sound of their phone from that of their neighbors' phones.

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.

Which XP service packs do Call Manager support with ShoreTel 7.5 and 8?

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).

How do I setup a DNIS Map?

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.

Why Is "Extension Monitor" Grayed Out On My ShoreTel Operator Call Manager?

An Operator Call Manager user must have the proper permissions to have the "Extension Monitor" option available.

  1. Verify the "User Group" the Operator Call Manager user belongs to.
  2. From ShoreWare Director menu click on "Users", then "User Groups", and click on the User Group that the user belongs to.
  3. Select "COS - Telephony" and click on the link "Go to this Class of Service"
  4. In the "Edit Telephony Features Permissions" page, select the parameter "Allow Customization of IP Phone Buttons and Call Manager Monitor Windows".
  5. Click "Save"

How do you configure account codes to prompt for users to dial long distance calls?

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 “#” 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:

  1. The call permissions for the user group of the user that places the call are used to determine whether an account code must be collected or not.
  2. The call permissions for the Account Codes Service user group determines whether calls are finally placed or if the intercept tone is played.

Can a user change the Call Handling Mode for another user?

Yes, users have the option to setup Call Handling Mode Delegation. This feature is helpful for users who may want their personal assistants to change their call handling mode for them.

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.

What is Media Gateway Control Protocol (MGCP)?

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 master–slave model. MGCP, an industry-standard protocol, is used to:

  • Deliver information to the IP phone display
  • Set up and tear down media streams
  • Report phone events such as key presses, on-hook, and off-hook

What Are Self-audited Licenses?

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.

Is There A Softphone User Guide?

You will find information regarding the Softphone within Personal Call Manager under Help, Contents and Index, Softphone.

What's New in Converged Conferencing 5.6?

  1. Support dynamic RTP media port
  2. New User Interface
  3. Improve performance
  4. Added Application Sharing (Application and Desktop sharing)
  5. Added Instant Messaging (IM)
  6. Drag and Drop conferencing in Call Manager is no longer supported

How do I dial from Call Manager using the 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.

How To Install The Call Manager Software From The Web Instead Of The ShoreWare Call Manager CD?

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

  1. The ShoreWare Client Install page appears. After reviewing the information on this page, click the Install button
  2. The InstallShield Wizard downloads the installation files (showing the progress of the download), "unpacks" the installation files, and configures the Windows Installer.
  3. Follow the step by step instruction in the Windows Installer.
  4. When prompted to restart your computer, click Yes. The InstallShield Wizard shuts down your computer, and restarts it.

What ports can be used for LDAP Authentication with Converged Conference?

The default port is 389 but you can also try using port 3268.

Port 3268 is an alternative testing port.

What is the "Are passwords encrypted" option in Conference Bridge Bulk Provisioning?

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.

Do I Need To Load Anti-virus Software On Converged Conferencing?

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..

What Is The Fully Qualified Domain Name(FQDN) For Converged Conferencing Bridge?

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.

ShoreTel and Windows 2003 SP2

You are installing Windows 2003 SP2 and would like to know if this is supported, and which ShoreTel builds.

  • Windows 2003 SP2 is Supported on:
  • ShoreTel 6.1 Build 11.15.3302.0 and higher
  • ShoreTel 7 Build 12.5.7203.0 and higher
  • ShoreTel 7.5 Build 12.12.6113.0 and higher
  • ShoreTel 8 Build 13.9.1111.0 and higher
  • ShoreTel 8.1 Build 13.13.2606.0 and higher

Does ShoreTel Server support the 64 bit operating system?

The current version of ShoreTel Server supports Windows 2008 R2 64-bit. Please contact our support technicians for more detailed information regarding your installation.

What Is and When do I use Distributed Routing Service (DRS)?

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

Distributed Routing Service in the hierarchy. If that instance of DRS is unreachable, the switch contacts the instance of DRS at the parent server in the hierarchy as a fallback. If both instances of DRS are unreachable, the switch makes a best effort to route the call based on its internal routing tables built from communicating with peer ShoreGear switches at the same site. If the call is an external call, the call may be routed out a local trunk even though it may not be the lowest cost. If the call is an internal call, the call will be redirected to the Backup Auto-Attendant.

Build

DRS OFF

DRS ON

DRS OFF V- SWITCHES

DRS ON V- SWITCHES

> ST 10

Up to 100 Switches

Up to 500 Switches?

Up to 60 Switches

Up to 100 Switches

< ST 9.2

Up to 60 Switches

Up to 200 Switches

NA

NA

What are the Call Detail Records (CDR) changes in ShoreTel 6.1?

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.

How do I Check the Time Zone of the Server?

Check that the local server time zone is correctly set in Director and in the Operating System. ShoreGear switches get their time offset from the site to which they are assigned.

How do I send out a main number for Caller ID of the users?

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.

What Are The Server Specifications For The Branch Office Solution Integrated Server?

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.

What is the difference between ShoreTel Enterprise Edition & Small Business Edition (SBE)?

Small Business Edition (SBE) is designed for a single site implementation (one HQ site only), so the following features are not supported: AMIS, SMDI, On-net Dialing, and PSTN failover.

Benefits: Can be purchased with various bundles (Extension & Mailbox Licenses, etc…)

  • Seamless scalability from a small system to a big system with just a software upgrade - alternative solutions typically require hardware replacement
  • The only IP telephony system available that supports optional redundancy
  • A full unified messaging solution with advanced mobility
  • Easy-to-use management features that make it possible to manage the system with minimal training
  • Easy-to-use phone system for employees

How do you setup how the system will record prompts?

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.

Why Is "Request System License Key" Grayed Out?

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

What is the error: "The System Key Is Valid, But It Was Not Accepted Due To License Violations"?

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.

What Are Keyed Licenses?

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:

  • Single Site Licenses
  • Multi-Site Licenses
  • Extension & Mailbox
  • Extension only
  • Mailbox Only
  • Softphone
  • Additional Site
  • Additional Language

What communicates via TAPI?

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.

Caller ID not displaying. All Extensions Set To Send Out Caller ID Yet The Clients Only Get The Corporate Phone Number?

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".

Why is Voice Mail being proxied (Media Proxy)?

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.

What is Location Service Protocol (LSP)?

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.

Is it possible to perform a software upgrade on a ShoreTel System while it is in use?

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.

What is the process for installing a ShoreTel software update?

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.

Is ShoreTel a single telephone system with a single database image?

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.

Which parts of the ShoreTel system will support server virtualization?

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:

  • VMware Virtual Environment for HQ and DVS
  • VMware 4 (ESX 4/ESXi4), 4.1 (ESX 4.1/ESXi4.1)
  • VMware 5 (ESXi 5)

TOTLCOM will custom design your system to leverage existing Virtual Machine Architecture and minimize additional hardware requirements.

What are the power requirements (PoE class) for ShoreTel IP Phones?

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.

Do ShoreTel IP phones have a “headset” mode where the handset does not need to be removed from the cradle, or is a handset lifter required?

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.

Do ShoreTel IP phones have a separate headset jack, or do they connect in-line with the handset?

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.

Does the ShoreTel system allow users to move their extension to another telephone through Hot-Desking, Hotelling, or Extension Mobility?

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.

Does the ShoreTel system support analog telephones, fax machines and modems?

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.

Does the ShoreTel system support SIP trunks, SIP compliant gateways, or SIP telephones from other 3rd party manufacturers?

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.

How can I prevent voice mail attacks on my ShoreTel system?

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.

Symptoms of a Phone System or Voicemail attack:

  • CDR will show suspicious calls made to international countries
  • System Logs will show traces of repeated voicemail login failures

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.

Fixing Vulnerabilities in Your System:

  • ShoreTel has released an application, which will validate user PIN codes, identify users with weak PIN codes and incorporates options to improve the PIN security of both voice mail passwords and conference host and participant codes. Please contact TOTLCOM for more information.
  • When creating a new user, assign him a more complex initial PIN.
  • Enable password aging.
  • Educate your end users to change the default PIN to a more complex one (avoiding PIN with simple digit pattern such as 1111 or 4321 etc…).
  • Check your CDRs regularly to detect any abnormal calling activities such as calls coming and going to a country you are not doing business with.
  • If your business does not require international dialing, you can prevent international call back from voicemail by restricting the relevant user group to local and long distance calls only.
  • Increase the voicemail PIN's length to at least 6 digits, system wide; Greater PIN length creates more number combinations making the attack more difficult.
  • Enable email alerts for system event (ID 1113) for repeated Voicemail login access failures. Please note that you need to be running the following builds to see these events:
  • ShoreTel 11.2 (build 16.43.6900.0 or later)
  • ShoreTel 12.2 (build 17.41.3500 or later)
  • ShoreTel 12.3 (build 17.60.4400.0 or later)

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.

Does Communicator Work on Windows 8?

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.

Can I Use Director with Windows 8 and IE10?

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.

Will ShoreTel Call Recorder record calls to an extension‐assigned mobile device?

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.

Does ShoreTel Mobility 6 work with iOS 6?

Yes, Mobility for iPad works with both iOS 5 and iOS 6.

What are the new features of Mobility 6?

Mobility is now optimized for iPad:

  • Completely re-designed for the iPad
  • Intuitive user interface augmenting the tablet's native experience
  • Single integrated application for voice & IM
    • Multi-device support allows users to use Mobility across multiple devices with a single identity
    • Enhanced network selection empowers IT to closely monitor, manage, and restrict cellular and cellular data usage when roaming

How does Mobility for iPad differ from competitor solutions like Cisco and Avaya?

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 external
Hotspots 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 wastes
time 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.

Are VoWi-Fi connections reliable when using Mobility 6? Will Mobility 6 automatically move my voice call to a cellular network if I get outside Wi-Fi range?

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.

Can I conference call with Mobility 6? Up to how many lines? Can I merge calls with my personal contacts and enterprise contacts?

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.

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