Shoretel 10.2 Release Notes

ShoreWare Release Notes

RELEASE 10.2USER GUIDES

ShoreTel 10.2

Document and Software CopyrightsCopyright © 1998-2010 by ShoreTel Inc., Sunnyvale, California, USA. 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. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors

TrademarksShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United Sates and/or other countries. The ShoreTel logo and ShorePhone are trademarks of ShoreTel, Inc. in the United States and/or other countries.

All other copyrights and trademarks herein are the property of their respective owners

PatentsThis product is covered by one or more of the following patents: United States patent 6,996,059, United States patent 7,003,091, United States patent 7,167,486, United States patent 7,356,129, Canadian patent 2,316,558, United States patent 7,379,540, United States patent 7,386,114, United States patent 7,450,574 and United States patent 7,450,703. This product is also covered by other pending patent applications. ShoreTel, Inc. All rights reserved.

Version InformationShoreWare Server Release NotesRelease 10.2Part Number: 800-1387-01Version: RN_GA_10.2_20100701Date: July 1, 2010

Company InformationShoreTel, Inc.960 Stewart DriveSunnyvale, California 94085 USA+1.408.331.3300+1.408.331.3333 (fax)www.shoretel.com

ShoreWare Release Notes Table of Contents

ShoreTel 10.2 Page 3

Table of Contents

System Specifications Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . . 5Server Device Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Client Device Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Client Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Director and ShoreWare Web Access Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Supported Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8ShoreGear Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8ShorePhone Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Upgrade Paths and Application Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Upgrade Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Email Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10IM and Presence Server for Call Manager IM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Converged Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Call Quality Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10SIP-BRI 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Ingate Siparator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11VPN Concentrator 4500/5300 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11DoubleTake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Character Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11MCM Mobile Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

ShoreWare 10.2 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Simultaneous Ringing and Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Configuring Simultaneous Ringing and Call Move. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Implementing Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

SIP Trunk Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Configuring DTMF Payload Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26SIP Diversion Header Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26SIP Header Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Table of Contents ShoreWare Release Notes

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Malicious Call Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Priority Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Enabling Priority Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Priority Paging Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Call Manager: V Minus 1 Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Installation and Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38ShoreTel 9.2 Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39ShoreTel 9 and 9.1 Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Support for Workgroup Mailbox Access for Contact Center . . . . . . . . . . . . . . . . . . . . 41Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Mobile Call Manager – Device Support Enhancements. . . . . . . . . . . . . . . . . . . . . . . . . 45Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

ShoreWare Release Notes System Specifications Hardware and Software Requirements


System Specifications Hardwareand Software Requirements

Server Device Requirements

Operating SystemsShoreWare 10.2 server software is supported on the following operating systems:

• Windows Server 2003 SP2 (Standard or Enterprise)

• Windows Server 2003 R2 -32-bit (Standard or Enterprise)

• Windows Server 2008 SP2 (Standard or Enterprise) - 32 bit

Server Hardware RequirementsTable 1 and 2 displays the minimum recommended configuration for servers running ShoreWare Server software. Sound card, speakers, and microphone are recommended for all configurations.

ShoreTel has increased the minimum server specifications required for the ShoreTel Unified Communications Enterprise Edition system to support the additional features that have been added in recent releases. These minimum specifications are now specified in 3 tiers: small servers that support up to 500 users, medium servers that support up to 2,500 users, and large servers that support up to 10,000 users.

Note: When deploying medium or large servers, please note that you must select an operating system with support for the expanded memory by using either the Enterprise Editions of the Microsoft Windows 2003 or 2008 Operating Systems.

If you are upgrading from a previous release and your requirements are below the system and service capacities defined for the small system then you may upgrade to this release on your existing hardware. If you exceed any of the limitations for the small server, you will need to upgrade to a new server prior to doing the upgrade.

To select a server, first consult the sizing table and determine the tier of the server needed using the system and per server specifications. Then match that size (small, medium, or large) to the server requirements below.

Size Maximumnumber ofusers perSystem

Maximum number of users assignedper Server

MaximumSystem BHCC1

Maximum BHCCper server2eports run outsidebusiness hours

Maximum BHCCper server2

Reports run duringbusiness hours

Small 500 500 5,000 1,000 Not Recommended3

Medium 2,500 1,000 25,000 5,000 1,000

Large 10,000 1,000 50,000 10,000 5,000

Table 1 Main Server Hardware Requirements

System Specifications Hardware and Software Requirements ShoreWare Release Notes

Page 6

Please note that the hardware specifications are to be used to size servers running ShoreTel's Headquarters server software as well as ShoreTel's Distributed Voice Services software.

As noted in Table 1, running reports will impact system performance. ShoreTel recommends that your run reports outside of business hours. If reports are needed during business hours, then the supported calls per server for the medium and large server tiers is reduced as noted in the table.1 BHCC (Busy Hour Call Completion) per system is the total number of calls in the system during the busy hour including

internal and external calls and including calls terminated to desk phones, softphones, trunks, or server applications suchas voicemail.

2 BHCC per server is based on the number of calls actually handled by the server during the business hour including work-group calls in menus and queues, auto-attendant calls and calls to the voicemail service.

3 The ShoreTel report generation tools that run on the server are configured by default to run at a lower priority than other,more critical services. A light demand of report generation should have little or no affect on a server with adequate mini-mum performance specifications. If you are a heavy report user or experience any degradation of voicemail or other serverprompts on an underpowered server, you must move up to the next tier level of servers

The ShoreWare software is shipped on a DVD, so servers must be equipped with a DVD drive to facilitate installation of the software.

When deploying medium or large servers, please note that you must select an operating system with support for the expanded memory by using either the Enterprise Editions of the Microsoft Windows 2003 or 2008 Operating Systems.

Tables 3 and 4 displays the minimum recommended configuration for servers running ShoreWare Distributed Server software.

ShoreTel recommends Gigabit Ethernet Interface for all configurations regardless of the number of users or network load. The 100 Base-T interface can provide acceptable performance and reliability for the specified configurations, but requires frequent administrator intervention required to properly configure the IP network and prioritize real-time information during peak network traffic conditions

Size Processor RAM Network

Small Intel Core 2 Duo E8400, Single Dual Core 3.00 GHz or Intel® Core™ i3-540 Processor (4M Cache, 3.06 GHz)

4 GB 100 T-Base

Medium Intel Xeon 5520 Single Quad Core 2.27 GHz 8 GB 100 Base-T or Gigabit Ethernet

Large Intel Xeon 5520 Dual Quad Core 2.27 GHz 8 GB Gigabit Ethernet

Table 2 Main Server Recommendations

Size Maximum Users per

DVM Server

Maximum DVS per Server BHCC Reports run outside business

hours

Maximum BHCC per Server Reports run during business hours

Small 500 1,000 Not recommended

Medium 1,000 5,000 5,000

Large 1,000 10,000 10,000

Table 3 DVS Hardware Recommendations



ShoreTel recommends Gigabit Ethernet Interface for all configurations regardless of the number of users or network load. The 100 Base-T interface can provide acceptable performance and reliability for the specified configurations, but requires frequent administrator intervention required to properly configure the IP network and prioritize real-time information during peak network traffic conditions.

Client Device Requirements

Operating SystemsThe ShoreWare 10.2 client software is supported on the following operating systems:

• Windows Client Operating System

— Windows XP Professional, 32-bit, SP3— Windows Vista Business, 32-bit, SP2— Windows Vista Business, 64-bit, SP2— Windows Vista Enterprise, 32-bit SP2— Windows Vista Enterprise, 64-bit, SP2— Unicode support (Double Byte Character)

• Windows Terminal Server

— Windows 2003 SP2 Terminal Server R2, 32 and 64-bit, SP2— Windows 2003 Terminal Server, 32 and 64-bit, SP2— Windows 2008 Terminal Server, 32-bit, SP2

• Citrix

— XenApp 4.5 on Windows 2003-32-bit (Isolation mode is not supported)— XenApp 5.0 on Windows 2008-32-bit (Isolation mode is not supported)

NOTE: PCM integration with Contact Center and Contact Center Client will not support XenApp 4.5 and 5.0

For current information about support for specific Citrix versions and Call Manager features on the Citrix platform, refer to the Citrix product bulletin.

Client Hardware RequirementsComputer hardware requirements for running ShoreWare Call Manager depend on the Call Manager Client version and video call resolution. Table 5 displays the minimum recommended configuration for computers running ShoreWare Call Manager.

Video Bandwidth RequirementsVideo calls require the following minimum bandwidth:

Size Processor RAM Network

Small Intel Core 2 Duo E8400, Single DualCore 3.00 Ghz

4 GB 100 T-Base

Medium Xeon 5520 Single QuadCore 2.27 Ghz 8 GB 100 Base-T

Large Xeon 5520 Dual QuadCore 2.27 Ghz 8 GB Gigabit Ethernet

Table 4 DVS Hardware Recommendations


Page 8

• VGA: 600 kbps• XGA: 1.2 Mbps

Video Hardware RequirementsComputers configured for video calls require the following:

• VGA Video: Graphic Card with 64 MB of VRAM, DirectX 9.0c-compatible• XGA Video: Graphic Card with 256 MB of VRAM, DirectX 9.0c-compatible

NOTE: ShoreTel supported XGA camera is not compatible with 64-bit Vista client.

Director and ShoreWare Web Access RequirementsDirector and ShoreWare Web Access require one of the following internet browsers:

• MS Internet Explorer 7.0• MS Internet Explorer 8.0

Supported Devices

ShoreGear SwitchesShoreWare 10.2 supports the following ShoreGear Voice Switches:

• ShoreGear 24A• ShoreGear 30• ShoreGear 30BRI• ShoreGear 50• ShoreGear 50V• ShoreGear 90• ShoreGear 90V• ShoreGear 90BRI• ShoreGear 90BRIV

Call Manager Version ProcessorDisk Spacea RAMb Available RAM

XP/Vista XP Vista

Personal Pentium 3 – 800 MHz 1 GB 1 GB 2 GB 100 MB

Professional Pentium 4 – 2.0 GHz 1 GB 1 GB 2 GB 150 MB

Agent, Supervisor, Operator(<40 extension presences)

Pentium 4 – 2.0 GHz 1 GB 1 GB 2 GB 150 MB

Agent, Supervisor, Operator(<500 extension presences)

Pentium 4 – 3.0 GHz 1 GB 1 GB 2 GB 150 MB

All Versions, VGA Video Dual-Core 1.6 GHz 1 GB 1 GB 1 GB 150 MB

All Versions, XGA Video Core 2 Quad 2.4 GHz 1 GB 1 GB 2 GB 150 MB

Table 5 Client Device Hardware Requirements

a. Disk space requirement is for installation on a system without.NET Framework installed previously. Once installed, Call Manager requires less than 100MB of disk space.

b. ShoreWare Call Manager memory requirements during normal operation. If other office applications will run on the PC in addition to ShoreWare Call Manager, memory recommendations are 512 MB (XP) or 1 GB (Vista).



• ShoreGear 220T1• ShoreGear 220E1• ShoreGear 220T1A• ShoreGear T1k• ShoreGear E1k• ShoreGear 120• ShoreGear 60• ShoreGear 40• ShoreGear T1• ShoreGear E1

ShorePhone TelephonesShoreWare 10.2 supports the following ShorePhone Telephones.

• IP565g• IP560g• IP560• IP530• IP265• IP230g• IP230• IP212k• IP210• IP115• IP110• IP8000• AP110• AP100• BB24

Upgrade Paths and Application Support

Upgrade PathShoreTel supports single step upgrades to ShoreWare 10.2 from ShoreWare 10.1, 9, 9.1, 9.2, 8.1 and 8 versions.

ShoreTel supports upgrade paths from other versions through an intermediate upgrade to a version through which a single step upgrade is supported.

LicensesShoreWare 10.2 requires the following licenses.

• ShoreWare System License (Enterprise Edition)• ShoreWare Additional Site License• ShoreWare Extension License• ShoreWare Mailbox License• ShoreWare Additional Language License


Page 10

• ShoreWare Remote Web Reporting License• ShoreWare Mobile Call Manager License• ShoreWare SIP Phone License • ShoreWare High Resolution Video License • ShoreWare SIP Trunk License• ShoreWare Professional Call Manager License • ShoreWare Operator Call Manager License• ShoreWare Workgroup Agent Call Manager License• ShoreWare Workgroup Supervisor Call Manager License• ShoreWare External Unified Messaging SIP Link license

Email IntegrationShoreWare 10.2 Call Manager supports email integration with the following products:

• Outlook 2003, SP2• Outlook 2007, 32-bit SP2

When running on a Citrix platform, Call Manager does not import Outlook contacts if Outlook is in seamless mode. To import contacts, users must close the Outlook window and either start Call Manager or click the Import Contact button.

ShoreWare 10.2 does not provide support for integrating email with Outlook 2002.

IM and Presence Server for Call Manager IMShoreWare 10.2 supports the following IM and Presence Servers.

• OCS2007• OCS2007 R2 Standard/Enterprise Editions • Converged Conferencing 7.1

Converged ConferencingShoreWare 10.2 supports interoperability for Converged Conferencing 7.1 and 8.

Contact CenterShoreWare 10.2 supports interoperability for Contact Center 5.1 and 6.0

Call Quality MonitorShoreWare 10.2 supports interoperability for Call Quality Manager 2.0

SIP-BRI 8ShoreWare 10.2 supports interoperability for SIP-BRI 8 Build R3.T_2006-10-04 and above.



SIP DevicesShoreWare 10.2 supports the following SIP devices as SIP extensions:

• IP8000

Ingate SiparatorShoreWare 10.2 supports the following Ingate Siparator versions.

• Release 4.7.1

VPN Concentrator 4500/5300ShoreWare 10.2 supports the following software firmware for VPN Concentrator 4500/5300

• Software firmware version 8.10.3, 8.11.0 and 8.11.2

DoubleTakeShoreWare 10.2 supports DoubleTake software version 5.1 for Windows 2003 and Windows 2008 Servers

Character SetsShoreWare supports ISO 8859-1, also known as Latin -1 or Microsoft Windows CP1252 character set (see http://www.microsoft.com/globaldev/reference/sbcs/1252.mspx/ for supported character set) and UTF-8 double byte character set. The ISO 8859-1 set consists of characters from the Latin script. This character encoding is used throughout the Americas, Western Europe, Oceania, and much of Africa.

It is also commonly used in most standard Romanizations of East-Asian languages. Certain characters in Central\Eastern Europe, Baltic languages, Cyrillic, Arabic, and Greek are displayed as "?" if the character encoding is not found. System directory entries, imported Outlook contacts or other user-generated entries (i.e., IM contacts) should use Latin-1 encoding to ensure all characters are displayed properly.

CodecsShoreWare 10.2 supports the following codecs:

• T.38• L16/16000• L16/8000• AAC_LC/32000• PCMU/8000• PCMA/8000 (G.711)• G722/8000• DVI4/8000• BV32/16000• BV16/8000• G729/8000


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MCM Mobile PhonesShoreWare 10.2 supports the following mobile phones.

• BlackBerry 81xx Series• BlackBerry 83xx Series• BlackBerry 88xx Series• BlackBerry 90xx Series• Motorola RAZR V3xx• Nokia E61i• Nokia E65• Nokia E71• Nokia E90• Nokia N78• Nokia N82• Nokia N95• HTC Mogul (Sprint PPC-6800)• HTC P6500 (Sirius) • HTC TyTn II• BlackBerry Curve 89xx • BlackBerry Tour 96xx • Nokia Surge 6790 (New in ShoreTel 10.2)• Nokia E72 - (New in ShoreTel 10.2)• Nokia E75 - (New in ShoreTel 10.2)

The following mobile phones are no longer supported in ShoreWare 10.2.

• BlackBerry 87xx Series

• BlackBerry 7290

• Motorola RAZR V3

System CapacityShoreWare 10.2 supports the following:

• Users

— 10,000 users if DRS is enabled.— 1,000 users per server.

• ShoreGear Switches

— 100 switches per site. — 100 switches per server.— 500 switches per system. DRS needs to be enabled for systems with 100 or more switches.

• ShoreGear Voicemail Model Switches

— 100 Voicemail Model switches per system.

• Servers

— One main server.— 20 distributed servers.

• IP Phones



— 5 ShorePhones per ShoreGear port.— 100 SIP Proxies per ShoreGear port.

• Clients

— 10,000 Call Manager instances per system.— 1,000 Call Manager instances per server.

— 100 Call Manager instances per WTS (64-bit) server1

— 200 operator clients per system.— 500 monitored extensions per client.— 5000 monitored extensions per system.— 1000 Mobile Call Manager maximum per system. NOTE: ShoreTel headquarters server

supports a combination of 1000 Call Manager and Mobile Call Manager clients at any given time. As an example, you can deploy 600 Call Manager clients and 400 Mobile Call Manager clients on one headquarter server. Mobile Call Manager is not supported on DVS.

• Make-me Conferencing

— One conferenced party per ShoreGear port.

• Auto-Attendant Menus

— 1000 auto-attendant menus

• Voice Mail

— 10,000 mailboxes per system.— 3,000 mailboxes per server.— 254 simultaneous calls per server.

• Call Volume

— 50,000 Back Hold Call Attempts.

• CDR Size

— Not restricted by ShoreWare.

• Workgroups

ShoreTel has clarified the system's workgroup capacity limits for agents allowed in a system. The maximum number of agents supported in the system is now 300. Customers that need more than 300 agents in a contact center environment should use ShoreTel's Enterprise Contact Center product which can support up to 600 contact center agents.

— 256 workgroups.— 300 agents per workgroup.— 16 agents per workgroup when simultaneous hunt is enabled.— 500 agents per system.— 128 supervisors per system.

1. Assumes WTS server running on Core 2 Quad 2.4 GHz with 16 GB RAM.


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ShoreWare 10.2 Features

IntroductionShoreTel continues to be the leader in providing Pure IP telephony solutions and the ShoreWare 10.2 release is a significant milestone because it brings together all the features and functionality of the previous releases.

ShoreWare 10.2 also contains new functionality which is described in detail throughout this guide. The chapter lists all the features that are available in ShoreWare 10.2. For a full description of each feature, use the reference information next to the feature.

ShoreTel Features Release 8.1 ShoreTel Guide

Feature LocationChapter / Section

Call Manager ShoreWare Call Manager Chap 11 / Sec 11.1

Mobile Call Manager ShoreWare Call Manager Chap 11 / Sec 11.3

VPN Phone ShoreWare Administration Guide Chap 8 / Sec 8.9

Office Anywhere over SIP Trunks ShoreWare Administration Guide Chap 18 / Sec 18.1.2.5

Pause in Dialing -Trunk Access ShoreWare Administration Guide Chap 7 / Sec 7.2.11

Automatic Ringdown ShoreWare Administration Guide Chap 9 / Sec 9.12

Voicemail Model Switches ShoreWare Administration Guide Chap 6 / Sec 6.1

SIP Extensions ShoreWare Administration Guide Chap 18 / Sec 18.2

Bandwidth Management and Codec Negotiation Enhancements

ShoreWare Administration Guide Chap 9/ Sec 9.11

Voice Mail Reports ShoreWare Administration Guide Chap13 / Sec 13.5

Logging Switch Maintenance Operations ShoreWare Maintenance Guide Chap A / Event Codes

4ESS Call by Call Support ShoreWare Administration Guide Chap 5 / Sec 5.5.2

Forward Monitored Extension to VM ShoreWare Administration Guide Chap 12 / Sec 12.1

Encryption: 128-bit ShoreWare Administration Guide Chap 9 / Sec 9.11

ShoreWare Configuration Database Conversion to MySQL

ShoreWare Administration Guide Chap 18 / Sec 18.9.2

ShoreGear Switches ShoreWare Administration Guide Chap Appendix / Sec D.1

Table 6 ShoreWare Release 8.1 Features

ShoreTel Features Release 9 ShoreTel Guide


Active Directory ShoreWare Administration Guide Chap10 / Sec 10.5

LLDP / 802.1x ShoreWare Administration Guide Chap 8 / Sec 8.2.4

Unicode Character Set Support ShoreWare Administration Guide Chap 2 / Sec 2.8

SRTP-AES ShoreWare Administration Guide Chap 9 / Sec 9.11.1

Disaster Recovery Enhancements ShoreWare Administration Guide Chap20 / Sec 20.3.2

Table 7 ShoreWare Release 9 Features

ShoreWare 10.2 Features ShoreWare Release Notes

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CDR Reports - Codecs ShoreWare Administration Guide Chap 21 / Sec 21.1.2

Failover ShoreWare Administration Guide Chap 5 / Sec 5.6

Call Manager 64-bit Windows Terminal Server


Director Enhancements

DiffServ/TOS Support ShoreWare Planning & Installation Chap 9 / Sec 9.4

Support of 256 Workgroups ShoreWare Maintenance Guide Chap 16 / Sec 16.2.1

SIP Trunk Profiles ShoreWare Administration Guide Chap 18 / Sec 18.1.4

DID Enhancements ShoreWare Administration Guide Chap 7 / Sec 7.2.3

Client Features

Announced Find Me ShoreWare Administration Guide Chap 12 / Sec 12.3

Personalized Call Handling ShoreWare Administration Guide Chap 12 / Sec 12.3.3

Parked Call Enhancements ShoreWare Administration Guide Chap 10 / Sec 10.2.1

Call Handling Mode Delegation ShoreWare Administration Guide Chap 12 / Sec 12.4.3

Voicemail Enhancements ShoreWare Administration Guide Chap 6 / Sec 6.2.3.1

Client Device & Application Enhancements

Call Manager - IM Privacy ShoreWare Call Manager Guide Chap 6 / Sec 6.2.2

Call Manager - Contact Import ShoreWare Call Manager Guider Chap 12 / Sec 12.2

MCM Location Based Service Mobile Call Manager Guide Chap 1 / Sec 11



Support for Windows 2008 ShoreWare Call Manager Chap 11 / Sec 11.1

Call Manager on 64-Bit Vista ShoreWare Call Manager Chap 11 / Sec 11.3

Single Sign-On Instant Messaging ShoreWare Administration Guide Chap 8 / Sec 8.9

SIP Header Enhancement - Integration with 911 Enable

ShoreWare Administration Guide Chap 18 / Sec 18.1.2.5

Shared Call Appearances ShoreWare Call Manager Guide Chap 10 / Sec 10.1

Silent Coach ShoreWare Call Manager Guide Chap 11 / Sec 11.1

Hotline ShoreWare Call Manager Guide Chap 6 / Sec 6.1

Mobile Call Manager - Device Enhancements

ShoreWare Administration Guide Chap 18 / Sec 18.2




Call History Privacy ShoreWare Call Manager Guide Chap 11 / Sec 11.1

Bridge Call Appearance Conferencing with Privacy Release

ShoreWare Call Manager Guide Chap 11 / Sec 11.3



ShoreWare Release Notes ShoreWare 10.2 Features


Call Manager Enhancements - Disabling Call Notes


Talk Time Enhancements ShoreWare Administration Guide Chap 18 / Sec 18.1.2.5

Voicemail Privacy ShoreWare Administration Guide Chap 7 / Sec 7.2.11

Call Manager - Device Support Enhancements

Voicemail Preview ShoreWare Administration Guide Chap 18 / Sec 18.2

PIM Integration ShoreWare Administration Guide Chap 9/ Sec 9.11

Default Network Speed Setting ShoreWare Administration Guide Chap13 / Sec 13.5

Fonts ShoreWare Maintenance Guide Chap A / Event Codes

ShoreTel FeaturesRelease 10 ShoreTel Guide


Multi-site Paging Groups ShoreWare Administration Guide Chap 9 / Sec 9.7

Multi-site Account Codes ShoreWare Administration Guide Chap 9 / Sec 9.3

Multi-site Workgroups ShoreWare Administration Guide Chap 16 / Sec 16.7

Integration with 3rd Party Unified Messaging Systems


T.38 Support on ShoreGear Switches ShoreWare Administration Guide Chap 5 / Sec 5.10

Configuring Bluetooth Waypoints on Mobile Call Manager

ShoreWare Mobile Call Manager Guide Chap 1 / Page 18

Support for IM Responses to Inbound Calls


Support for Instant Messaging in the Workgroup Agent Monitor Window


Registration and Advisory Service ShoreWare Administration Guide Chap 1 / Sec 1.4

Enhanced Call Detail Record Reporting ShoreWare Administration Guide Appendix B

Mobile Device Number Detection ShoreWare Administration Guide Chap 1/ Sec 11

Call Manager on 64-Bit Vista ShoreWare Installation and Planning Guide

Chap 2 / Sec 2.2.2

Mobile Call Manager - Device Support Enhancements

Voicemail Preview ShoreWare Administration Guide Chap 1/ Sec 11

PIM Integration ShoreWare Administration Guide Chap 1/ Sec 11

Default Network Speed Setting ShoreWare Administration Guide Chap 1/ Sec 11

MCM Server N & N-1 Client ShoreWare Administration Guide Chap 1/ Sec 11

Call Manager Enhancements

Contact Viewer Guidance ShoreWare Call Manager Guide Chap 8 / Sec 8.3

Call Manager Main Window Focus ShoreWare Call Manager Guide Online Help System

Changing the Voice Mail Subject Title ShoreWare Call Manager Guide Chap 9/ Sec 9.4.5

Download Indicator ShoreWare Call Manager Guide Chap 9 / Sec 9.3.1

Call Notes and Routing Slip ShoreWare Call Manager Guide Chap 4 / Sec 4.10



ShoreWare 10.2 Features ShoreWare Release Notes

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Voice Mail indicator on the Taskbar for unheard messages

ShoreWare Call Manager Guide Chap 9 / Sec 9.5.1

Initiating a web conference with Converged Conferencing

ShoreWare Call Manager Guide Chap 4 / 4.7.2Sec

Facilitating a Web Conference with a non-ShoreTel User

Online Help System Online Help System

Toolbar Customization ShoreWare Call Manager Guide Chap 3 / Sec 3.4

Instant Messaging in the Workgroup Agent Monitor Window

ShoreWare Call Manager Guide Chap 10 / Sec 10.4.3

Instant Messaging Back Option in the Call Alert

ShoreWare Call Manager Guide Chap 5 / Sec 5.32

Centralized Dial Number (DN) Enhancements

ShoreWare Administration Guide Chap D / Sec D.0.1



Priority Group Paging ShoreWare Administration Guide Chap 9 / Sec 9.8.1

Call Manager: V-1 Compatibility ShoreWare Administration Guide Chap 2 / Sec 2.7

Malicious Call Trace (BRI) ShoreWare Administration Guide Chap 8 / Sec 8.5

Support for Workgroup Mailbox Access for Contact Center




ShoreWare Server Release Notes Simultaneous Ringing and Call Move


Simultaneous Ringing and CallMove

IntroductionIn today’s global markets employees are always on the go and must have the capability of receiving calls wherever they are. The ability to assign your extension to any phone permits users to be reached at any number but it does involve the user to remember to change the assessment between phones. The corridor warriors, who are joggling between a desk phone and a mobile phone through out the day would rather have both phones ringing all the time.

Call Move allows the user to switch the conversation from one phone to another without disrupting the call. Simultaneous Ringing and Call Move allows users to program multiple phones at the same time from one number so that calls can be moved seemlessly from one location to another. This is accomplished without the need to have the caller call the user back if they need to switch phones.

TermsAssigned Phone This is usually the user's deskphone but it can also the ShoreTel

SoftPhone, a third party SIP phone, an analog phone connected to a ShoreTel Voice Switch.

Additional Phone A Phone that can be rang at the same as the assigned phone. Additional phone can be an external phone such as a mobile phones, SIP phone, or a Off-System Extension phone.

Simultaneous Ringing Destination - The The assigned phone plus any configured additional phones.

DescriptionThe Simultaneous Ringing and Call Move functionality is available to any ShoreTel user with a need for high visibility to their callers. It allows a ShoreTel user to configure up to 3 pre defined phone devices that will ring simultaneously. The three devices are listed as one Preferred number, the users main ShoreTel extension, and up to 2 Additional numbers, which can be an external number, an Off System Extension or SIP extensions. The Simultaneous Ringing configuration is done through the user's Call Manager interface or from their user page in ShoreWare Director.

After the feature is configured, the user will receive calls on their ShoreTel extension and all additional configured phones simultaneously. For convenience the feature can be turned on and off to stop the simultaneous ringing at any time.

Incoming calls to Simultaneous Ringing devices are presented as standard calls with standard ring tone. A ring delay is configured for additional destinations, which allows the preferred phone to ring first if desired.

After the Simultaneous Ringing call is established, the call may be moved between the Simultaneous Ringing devices. The Call Move mechanism can be initiated by a ShoreTel IP Phone softkey button, a Call Manager call cell button or a star code sequence (*23).

Simultaneous Ringing and Call Move ShoreWare Server Release Notes

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ImplementationAdministrators can enable the features through the Telephony Class of Service. Any ShoreTel User may be configured for Simultaneous Ringing.

The process for configuring Simultaneous Ringing and Call Move is described in the next sections.

Configuring Simultaneous Ringing and Call MoveIn order for the user to be able to configure Simultaneous Ringing of their phones, the Administrator must first modify the default Class of Service in order to enable the user.

Figure 1 Simultaneous Ringing and Call Move - Configuration Process

Modifying Class of ServiceTo modify the Class of Service, follow these steps.

Step 1 Log onto ShoreWare Director.

Step 2 Click the Users link under the Administration section.

Step 3 Click Class of Service link.

Step 4 Under the Telephony Features Permissions section, select one of the feature options you wish to modify or click Add New to add a new Class of Service.

Step 5 Scroll down to the Allow External Call Forwarding and Find Me Destinations area and check the Allow Additional Phones to Ring and Move Calls option.

Figure 2 Class of Service - Edit Telephony Feature Permissions

Step 6 Click Save to save your configuration.



Configuring UsersTo configure users for Simultaneous Ringing, follow these steps.

Step 1 Log into ShoreWare Director.

Step 2 Click the Users link under the Administration section.

Step 3 Click the Individual Users link.

At this point you modify on the users listed or you can create a new user.

Step 4 Select the Personal Options link for the user you want to configure.

Step 5 Select the External Assignment and Additional Phones option. The following page is displayed.

Figure 3 Find Me, External Assignment and Additional Phones Panel

Step 6 Under the Additional Phones section, configure up to two additional phones.

Step 7 Click Save to save your configuration.


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Configuring Simultaneous Ringing through Call ManagerSimultaneous Ringing and Call Move can be configured through the ShoreTel Call Manager Options and Preference panel. Users can this panel to configure the additional phones they want to use for simultaneous ringing. This will allow users to quickly turn Simultaneous Ringing On or Off as needed.

To configure Call Manager to this feature, follow these steps.

Step 1 Launch ShoreTel Call Manager application.

Step 2 On the main toolbar, click Tools ->Options. The following panel is displayed.

Figure 4 Options and Preference - Additional Phones Panel

Step 3 Configure up to two additional phones.

Step 4 Click OK to save your changes.

Disabling/Enabling Simultaneous Ringing Users can enable or disable the Simultaneous Ringing functionality through their Call Manager application and allow them to quickly turn Simultaneous Ringing On or Off as needed.

To enable or disable Simultaneous Ringing, follow these steps.

Step 1 Click the ShoreTel swirl icon in the left-hand corner of the Call Manager application to display the drop-down menu.



Step 2 Click the Additional Phones option to display the enabling and disabling call functionality as shown in the figure below.

Figure 5 Call Manager - Additional Phones Panel

Step 3 Check Enable or Disable calling. This option enables or disables calling additional phones for the current call handling mode.

By default, Call Handling Modes, Standard, In a meeting, and Out of Office are enabled. Call Handling Modes, Extended Absence and Custom are disabled. You can change the Call Handling Modes setting from ShoreWare Director or Call Manager.

Figure 6 Call Handling Modes

Implementing Call MoveIn the following call move implementation scenarios the phone referred to as Preferred is the Primary phone which is usually a ShoreTel phone. The Additional (destination) phones are the phones configured for Simultaneous Ringing.

Call Move from an IP Phone or Call Manager

• The preferred phone pushes the softkey Move or Move Call action from Call Manager button to move the call to an Additional Phone. NOTE: Preferred phone will not ring.

• Additional destination phones will start ringing with no ring delay.


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• Ringing on Additional phones will stop after the call is answered by an Additional phone.

• When additional answers, Call is Moved to Additional destination.

Call Move Using Star Code

• Place the call on hold. If the device is externally assigned then execute ** code instead of hold.

• Dial *23 (at the dialtone).

• Additional destinations will ring.

• When the call is answered on the additional phone, the call is moved to new device.

Call Move Cancellation

• Unhold the call or execute *23 code again.

• If the Cancel is successful, the call is retrieved.

Important Considerations• Only SIP extension type phones can be configured as an additional device.

• If a conference call is in progress Call Move operation is not allowed.

• Call Move pull functionality is not supported from additional destinations.

• Call Move push functionality is not supported on SIP trunks only if they support DTMF signaling using SIP INFO.

• Call Move pull functionality is not supported from Call Manager.

• The only supported star code sequences from additional destinations is *23.

• Call manager only displays calls on preferred.

• Call Move or Simultaneous Ringing on/off is not supported from ShoreTel Mobile Call Manager.

• When OSE is configured as additional phone, care should be taken to make sure the simultaneous ringing call is directly placed to OSE and not AA.

• When cell phone is configured as additional phone, care should be taken to set the activation mode to 'answer by pressing 1' so that when the call is redirected to cell phone VM, other simultaneous ringing destinations do not stop ringing.

• If the preferred user is a work group agent, WrapUp softkey will be presented in place of AddOn/ AddOff softkey. However if the user receives a personal call (not a WorkGroup/ Contact Center call) then MOVE softkey will be presented.

ShoreWare Server Release Notes SIP Trunk Enhancements


SIP Trunk Enhancements

IntroductionThe continuing evolution and refinement of SIP as a major driver of IP telephony systems leads to continued improvements and enhancements in the ShoreTel system.

One of the current industry challenges in moving towards SIP is the variance between different providers and a lack of mutually agreed-upon standards for SIP-based trunks. This leads to a requirement for increased flexibility in VOIP telephony systems to address these variances.

ShoreTel 10.2 improves the flexibility of the ShoreTel system by enhancing support for SIP trunking in the following areas.

• Configurable dual tone multi frequency (DTMF) Payload Type.

• Enhanced SIP Header for diverted outbound SIP trunk calls.

The SIP Header for diverted outbound SIP trunk calls effects ShoreTel Communicator options such as Call Forwarding, Find Me and external Extension Assignment.

BackgroundIn previous releases ShoreTel used asymmetric-dynamic DTMF Payloads for SIP-trunk traffic. During outbound calls, ShoreTel endpoints (IP Phones, Switches, Voicemail) used value 102. During inbound calls, ShoreTel honors the payload type requested by the inbound-calling device.

Although this arrangement is extremely flexible, not all SIP Trunk providers currently offer the same flexibility and may support only a fixed payload. This can create call negotiation issues between that provider and ShoreTel.

DescriptionShoreTel 10.2 allows the outbound DTMF Payload type to be configured to a value (96-127), which allows more precise matching to specific SIP provider’s requirements. If system administrators do not configure the DTMF Payload type, value 102 will continue to be the default used by the ShoreTel system.

ImplementationOnce the system administrator is informed by the SIP trunk provider that a specific DTMF payload type value is required, the system administrator will enable the DTMF payload type in ShoreWare Director and input the required value.

After the payload type is configured, this value will then propagate out to the entire ShoreTel system (switches, servers and softphones) during SIP call negotiation.

Conference bridges and all 3rd party SIP devices requires manual configuration of the Payload Type by the system administrator based on that device. Once the manual configuration is complete, the deveice must be restarted.

The ShorePhone IP 8000 conference phone will always use the DTMF payload type as 101 even if the Director setting is different. For inbound calls to the IP 8000 phone, the phone will honor the requested payload type from the inbound endpoint.

SIP Trunk Enhancements ShoreWare Server Release Notes

Page 26

Configuring DTMF Payload TypeTo configure the DTMF Payload Type, follow these steps.

Step 1 Log in to ShoreWare Director.

Step 2 Select Call Control from the Administration section.

Step 3 Select Options from the Call Control section.

Step 4 Enter the Payload Type value into the form field labeled DTMF Payload Type as shown in the figure below.

NOTE: You must enter a numeric value between 96 -127.

Figure 7 Call Control Options - Edit Panel

Step 5 Click the Save button at the top of the Call Control Options page. The user will be prompted to set the Payload Type in all ShoreTel phones. NOTE: No restart is required for Switches and Servers, however the eDial Conference Bridge will require a manual update.

Note: Non-ShoreTel devices will require manual configuration of this value according to the OEM instructions for that device.

SIP Diversion Header InformationWhen a ShoreTel user forwards a call to an external number under the various call management capabilities this call may route though a SIP trunk if the ShoreTel implementation is configured with SIP trunks.

Some SIP providers require that history information such as the Original Called Number (OCN) pass in the Header information to the provider network during call setup. Previously, if this OCN did not match a DID range assigned to that SIP trunk group, it was replaced with the Caller's Emergency Service Identification number (CESID) for the site.

ShoreWare Server Release Notes SIP Trunk Enhancements


However, in trunk-to-trunk transfer situations, even when the OCN or CESID was provided, that value may not have matched any value in the assigned DID range for the selected trunk group.

In those cases, if valid information was not provided, the carrier may refuse to route the call as a preventive security measure against toll fraud. This enhancement provides a way to consistently a pass valid data to the SIP trunk provider so the call can be routed successfully.

Once configured, this feature performs as follows: When an inbound call to a ShoreTel user is subsequently forwarded to an external destination via a SIP trunk, the ShoreTel system will provide the OCN History information (Diversion Header) to the SIP service provider.

This header information will indicate the original target of the call, allowing the service provider to validate that the call is on behalf of a configured number, rather than an attempt at caller ID spoofing.

In the case where the OCN does not belong to the outbound trunk group's DID range, the system will instead send the base DID range number for that trunk group, thus ensuring a valid number will be passed and the call successfully established.

SIP Header ConfigurationThis functionality is enabled by selecting a checkbox on the ShoreWare Director Trunk Group programming page labeled Enable Original Called Information. When checked, this will enable the Diversion Header information feature and ensure a valid number is passed in the History Information header. This number will be in preferred order starting with the configured Caller ID of the forwarding party and then the base number of the trunk group DID range.

This information will be provided to the provider regardless of any Caller ID blocking of the original calling number or the Caller ID Not Blocked By Default setting of the outgoing trunk group. Additionally, depending on SIP provider, selection of a specific or customized SIP profile may be required in the SIP portion of the Trunk Group programming page.

To configure the history information, Diversion Header, follow these steps.

Step 1 Log in to ShoreWare Director.

Step 2 Select Trunk Groups from the Trunks section.

Step 3 Select the applicable SIP Trunk Group from the list of Trunk groups, or program a new group if required. See Chapter 7, Configuring Trunks, in the ShoreTel Administration Guide).

Step 4 Choose the appropriate generic, vendor-specific or custom SIP profile from the pull down list, as indicated below.

Note: Custom SIP profiles are required for some 3rd party vendors. Additionally, some 3rd party vendors may require History Information to be passed in the Header, again requiring a custom profile . See Chapter 18, Edit SIP Trunk Profile, in the ShoreTel Administration Guide.

SIP Trunk Enhancements ShoreWare Server Release Notes

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Figure 8 Trunk Gropus - Edit Sip Trunk Group Panel

Step 5 In the same Trunk Group programming page, check the box next to Enable Original Called Number, as indicated below.

Figure 9 Trunk Gropus - Edit Sip Trunk Group Panel

Step 6 Click the Save button at the top of the Call Control Options page to save your configuration.

ShoreWare Server Release Notes


Malicious Call Trace

IntroductionShoreTel Release 10.2 provides organizations with the ability to report a malicious call by requesting ShoreTel Call Manager trace and record the source of the incoming call. Organizations deploying this release can provide their users with a method to initiate a sequence of events that will trace a call when they suspect that it has a malicious intent.

The Malicious Call Trace (MCT) feature enables the ShoreTel phone user to identify the source of malicious calls. A user, who receives a malicious call from the PSTN via an ISDN trunk supporting MCT, can initiate a MCT on the ShoreTel phone by pressing a programmable button or entering a star code sequence or using the Call Manager toolbar button.

BackgroundPrior to ShoreTel 10.1 users who received a potentially menacing phones calls had no way of tracing them. Malicious Call Trace or MCT feature allows ShoreTel phone users to mark the call as malicious and enable tracing and tracking of the caller.

TermsMCID-O An originating component that invokes the feature upon the user's request and

sends the invocation request to the connected network.

MCID-T A terminating component that receives the invocation request from the connected network and responds with a success or failure message that indicates whether the service can be performed.

DSS1 Digital Subscriber Signaling System #1; Euro-ISDN, D channel protocol.

ImplementationOnce the user initiates the Malicious Call Trace process, the ShoreTel Windows Event Log is notified and the user receives an urgent email confirming the action along with an audible tone. The system provider is notified through the PSTN of the malicious nature of the call. This allows the system provider to take action, such as notifying legal authorities.

NOTE: Malicious Call Trace is an ISDN feature. It is implemented on BRI trunks to ISDN service providers supporting the feature. The ShoreTel implementation of MCT will support the ETSI standard configurable on switches supporting Euro-ISDN. Trace information is not provided to or displayed by the ShoreTel user phones.

Configuring Programmable Buttons via DirectorTo configure programmable buttons via ShoreWare Director, follow the procedure below:

Malicious Call Trace ShoreWare Server Release Notes

Page 30

Step 1 Launch ShoreWare Director and enter the user ID and password. Then click the Login button.

Step 2 Click on the Administration link to expand the list (if it has not already been expanded).

Step 3 Click on the Users link and then the Individual Users link to display the list of users on this system.

Step 4 Click on the name of the user whose phone you want to modify and then click on the Personal Options tab.

• Scroll to the bottom of the window and click on the Program Buttons link to display a panel similar to the one shown below

Figure 10 Program IP Phone Buttons Panel

Initiating a Malicious Call Trace with (*) Star CodeOn a ShoreTel IP phone, SIP phone, Analog phone, or Extension Assignment device the user needs to place the suspected malicious call on hold and then enter the MCT star code to start the tracing process.

Example: The user receives an incoming malicious call. Using a ShoreTel IP phone, SIP phone, Analog phone or Extension Assignment device the user presses the hold button and then enters *21 to start the trace sequence. Once the trace sequence starts, a confirmation tone will be played prior to returning to the call to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the local extension's mailbox, and an urgent email is sent to the recipient of the call.

ShoreWare Server Release Notes Malicious Call Trace


Initiating a Malicious Call Trace using a ShoreTel IP Programmable ButtonOn a ShoreTel IP phone, the user presses the IP Programmable Button to start the tracing process.

Example: The user receives an incoming malicious call. Using a ShoreTel IP phone with

programmable keys, the user presses the programmable key which will start the trace sequence. Once the trace sequence starts, a confirmation tone will be played to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the configured extension's mailbox, and an urgent email is sent to the recipient of the call.

Initiating a Malicious Call Trace using the Call Manager Toolbar Button.Using Call Manager, the user presses the Call Manager Toolbar button to start the tracing process.

Using Softphone, the user presses the IP Programmable Button to start the tracing process. The signal requesting MCT initiation is sent to the switch via TMS.

NOTE: Call Manager will not support the initiation of MCT using the star code.

Example: The user receives an incoming malicious call via Call Manager or a softphone, the user can press the programmable toolbar key which will start the trace sequence. Once the trace sequence starts, a confirmation tone will be played to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the configured extension's mailbox, and an urgent email is sent to the recipient of the call.

Initiating a Malicious Call Trace using a ShoreTel IP Phone without Programmable Buttons or using Analog or SIP Phone

On a ShoreTel IP phone without programmable buttons or on Analog or SIP Phone, the user places the suspected incoming malicious call on hold then enters the MCT star code to start the tracing process.

Example: The user receives an incoming malicious call. The user places the call on hold and then enters *21 to start the trace sequence. Once the trace sequence starts, a confirmation tone will be played prior to returning to the call to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the local extension's mailbox, and an urgent email is sent to the recipient of the call.

Important Considerations• ShoreTel MCT feature will only work with carriers supporting ETSI standard EN 300

130-1 V1.2.4.

• ShoreGear switches support the malicious call identification originating function (MCID-O) only. They do not support the malicious call identification terminating function (MCID-T). If the switch receives a notification from the network of a malicious call identification, it ignores the notification.

• Supported only for incoming calls from the ISDN network.

• Service provider must have MCID functionality enabled for the feature to work.

• ShoreTel ISDN interface on the ShoreGear BRI switches must have the Protocol Type set to ISDN User with the Central Office Type set to Euro ISDN. When MCID is initiated on a SIP phone by putting a call on hold and initiating the star code *21 sequence, after the successful initiation of the signal the previous call continues to be

Malicious Call Trace ShoreWare Server Release Notes

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held. User needs to manually unhold the call. For ShoreTel IP Phones and analog phones, the held call is connected back after MCT initiation.

• Malicious Call Trace confirmation tone is not given to SIP phone. SIP calls are not automatically taken off hold.

• Call Manager and Softphone does not support initiation through the star code sequence.

• Mobile Call Manager does not support the Malicious Call Trace feature.

• Malicious Call Trace confirmation tone signals an invocation attempt. It does not signal that the MCT request was successfully received at the connected network (CO). The MCT response is not processed by the ShoreGear ISDN stack.

• Malicious Call Trace phone programmable button may configure a target mailbox for recording the call, but MCT initiated via star code will always be recorded to the initiating user’s mailbox (no way to specify target).

• Malicious Call Trace attempt can only be issued once per call.

• Malicious Call Trace invocation is only valid while the call is established.

• Malicious Call Trace is not supported on conference calls created on ShoreTel PBX.

• Intercommunication/Networking considerations. MCID caller info on calls between different networks is subject to agreement between the service providers.

ShoreTel 10.2.1 Page 33

Priority Group Paging

IntroductionMany organizations rely on paging for critical communications with their employees. In business, calls that are made to an IP phone from a paging server will show up as normal or a non-urgent call to the user when the phone is in use. In these instances the individual being paged has no idea of this request and there is no guarantee that the individual will suspend their current call to listen to the page being delivered.

Priority Group Paging is an enhancement to ShoreTel group paging functionality and provides system administrators with a method for designating groups of extensions that can be paged by dialing a single system extension and recording a message. This feature benefits customers in mission-critical industries such as health care where paging activity can occur at all times of the day and can be the difference between life and death.

BackgroundPaging Groups was previously implemented through the Headquarters Server where audio for any Paging Group was recorded and distributed to phones from the Headquarters server. In many cases because the intended group or users could not distinguish a regular call from a page and subsequently the call was not handled with the urgency that the page required.

Feature DescriptionWhen Priority Group Paging is enabled, the recipient of a Priority Group Page or forced page will hear the audio of the page regardless of whether or not they are on a call.. If the intended recipient is on an active call, that call will be automatically be placed on hold before the page is played. When the page completes, the call that was placed on hold will automatically resume.

Priority paging differs with Paging Groups in the way a Hold/Transfer/Conference is handled. A normal Paging Group page call will terminate when the user presses Hold/Transfer/Conference. During a priority page this operation is not allowed and will be ignored.

TermsGroup Paging Server This is the Headquarters Server or one of the Distributed Voicemail

Servers. The server selected will be the source of the audio streamed to the telephones during the page.

Enabling Priority Paging Groups

Priority Paging GroupsPriority paging is an enhancement to the existing implementation of page groups by allowing the server to act as a media relay from source to the recipient. The call controller or the switch plays a limited role.

NOTE: The Priority Paging feature provides new functionality to the page recipient. There are no changes in the core paging implementation.

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To enable priority paging groups functionality, follow these steps.

Step 1 Log into ShoreWare Director and select Call Control.

Step 2 Under the Call Control sub-menu select Paging Groups. Create a new Paging Group or select an existing Paging Group from the list of groups displayed. The following screen is displayed.

Figure 11 Paging Groups Edit Screen

Step 3 Edit the following fields in the Edit Paging Groups screen.

• Paging Group Server - The server hosting the Workgroup. All Distributed Voicemail Servers will be listed. Voice Model Switches will not be listed.

• Make Number Private -This check box makes the paging group extension private. When the paging group is private, it is not listed in the system directory and does not appear in the Call Manager dialing lists.

• Enable Priority Paging -This checkbox enables Priority Group Paging. The default is unchecked.

• Deliver Group Paging via -This check box allows administrators to configure preferred audio path on the phone to deliver the page.

• Speakphone - The Page is played on the speaker.

• Active Audio Path - Active Audio path refers to the active media source such as a headset or phone handset.

• Backup extension -The backup extension of the Workgroup. If the Workgroup does not answer after the specified number of rings (for example, server unavailable or network problem), the call is routed to this extension. This allows you to configure backup call routing in case of failures.

• No Answer Number of Rings - The default is 2 rings. This is always used for analog phones. It is used for IP phones if the phone is busy. This is a required field.

ShoreWare Release Notes Priority Group Paging


• Extension List - Select the name of the extension list to be used as the paging group from the drop-down list.

• Group Paging Synchronization Delay - The time in seconds that the server will wait to connect to all phones in the extension list prior to sending the audio stream to the phones. This delay was introduced to reduce the perception of audio echo when paging large groups of phones. The default time is set to 3 seconds. This is a required field..

NOTE: Refer to the ShoreTel Administration Guide for more information on all the fields Paging Groups Edit panel.

Step 4 When you are finished, click Save to save your changes.

Important Considerations• When a previously held call is restored the audio path of the original call is retained.

However in a special case, i.e. when the page is over a speaker phone and the user decides to “cradle” the handset, the audio path is NOT restored to the previous audio path. The audio path would be speaker phone. This exception is only for Handset, headphone should work as expected. The problem with Handset is that, today IPhones are not notified when the user “cradle” the handset, while on the speaker.

• Page-over-Page is not supported, i.e. if you issue a Priority page to an extension, while the extension is already being paged, the page is presented as an incoming call. This is because we do not have priorities set for page groups. In other words, if there were priorities assigned to PGs a page-over-page would result in a lower priority page being put on hold and the higher priority page being auto answered.

• Other Paging group limitations apply. SIP/Analog/OAE page will still be delivered but the calls cannot be auto answered.

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ShoreWare Release Notes Call Manager: V Minus 1 Compatibility


Call Manager: V Minus 1Compatibility

IntroductionThe V Minus 1 Compatibility feature provides a way for organization to have greater control over which version of Call Manager should be deployed during a ShoreTel system upgrade. V Minus 1 compatibility support is designed to lessen the impact of system upgrades for customers by allowing support for previous versions Call Manager during an upgrades. V Minus 1 compatibility also allows customers to upgrade their servers first, and then their clients later. Spreading the upgrade out over time is less demanding on the IT staff and allows users to upgrade at their own convenience.

BackgroundIn previous ShoreTel releases users were required to upgrade to a new version of Call Manager when their ShoreTel system was upgraded. Users did not have the option of maintaining a previous version of Call Manager that was not compatible with a newer version of the ShoreTel system. The benefit of the Call Manager: V Minus 1 Compatibility feature is to give system administrators more control over Call Manager upgrades using ShoreTel Director.

TermsMajor version - A major version generally constitutes a platform release of ShoreTel

software. For example, ShoreTel 8, ShoreTel 9, ShoreTel 10 are considered major versions.

Minor version - A minor version generally constitutes anything that comes after a decimal in a version number. For example, ShoreTel 9.1 and ShoreTel 9.2 are different minor versions. However in the examples the major version is the same.

V Minus 1- Refers to clients of Version N - 1 being allowed to work against version N of the server. The difference between N - 1 and N constitutes a major release not a minor release. For example V Minus 1 compatibility would required that ShoreTel 10 clients work properly against a ShoreTel 11 server.

Feature Description The V Minus 1 Compatibility feature gives system administrators control over Call Manager upgrades by allowing them to specify the minimum version of Call Manager for each user and suggesting an upgrade based on a minimum client version. System Administrators can implement the V Minus 1 Compatibility functionality through ShoreTel Director by configuring two system-wide settings.

• Minimum Allowed Client Version - used to force users to upgrade to a specific Call Manager version.

• Minimum Suggested Client Version - recommend users to upgrade to specific Call Manager version.

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ImplementationTo implement the V Minus 1 Compatibility functionality, follow these steps.

1. Log into ShoreWare Director and select Administration -> System Parameters.

2. Under the System Parameters sub-menu select Other Parameters.

3. Edit the Call Manager Compatibility options.

4. When you are finished, click Save to save your changes.

Figure 12 System Parameters Panel

• Minimum Allowed Client Version -This value is a build version number. Only build version strings between (V-1).0.0.0 and the current server version are accepted.

• Minimum Suggested Client Version -This value is a build version number. Only build version numbers between the Minimum Allowed version and the current server version allowed are accepted. If no entry is made it is interpreted as a Minimum Allowed Client Version Option.

• The Minimum Suggested Client Version is disabled and will remain blank if the Prevent Users from Initiating Upgrades option is checked.

Installation and UpgradesThis feature is supported when the ShoreTel server is upgraded to 10.1 or later and Call Manager is less than or equal to ShoreTel version 10.0.

ShoreWare Release Notes Call Manager: V Minus 1 Compatibility


• Users will not see a dialog box suggesting an upgrade when the version of Call Manager is at or above Minimum Allowed Client Version, but below the Minimum Suggested Client Version. NOTE: This does not apply for upgrades from ShoreTel 10.1.

• Call Manager will not be aware of any settings changes until the system is rebooted to the ShoreTel 10.1 Call Manager.

ShoreTel 9.2 Customers

ShoreTel 9.2 customers using ShoreWare version (14.40.x.x - 10.41.x.x) upgrading to ShoreTel 9.2 GA build with the client upgrade fix

• Users running ShoreTel 9.2 clients (w/ ShoreWare version 14.40.x.x - 10.41.x.x) will be forced to upgrade their clients.

Existing ShoreTel 9.2 customers using ShoreWare version (14.40.x.x - 10.41.x.x) wishing to upgrade later to ShoreTel 10.x or ShoreTel 11.x builds

• Users running ShoreTel 9.2 clients (w/ ShoreWare version 14.40.x.x - 10.41.x.x) will be forced to upgrade their clients.

NOTE: Future ShoreTel 9.2 customers should use the ShoreTel 9.2 build w/ client upgrade fix.

ShoreTel 9 and 9.1 Customers• Users running ShoreTel 9.0 and ShoreTel 9.1clients will not require an upgrade if the

server is upgraded to the ShoreTel 9.2 build with a client upgrade fix.

• Users running ShoreTel 9.0 and ShoreTel 9.1clients will not require an upgrade if the server is upgraded to 10.x

NOTE: ShoreTel 9.2 - ShoreWare versions 14.40.x.x - 10.41.x.x are NOT recommended for upgrades.

Choosing the Update menu item downloads the installer and starts it automatically.

Usage This feature offers greater latitude on how system administrators can manager the Call Manager upgrade process after a ShoreTel System upgrade. Control of this functionality is handle through ShoreWare Director. The system administrator can use ShoreWare director to prevent users from initiating upgrades.

Prevent Users from Initiating Upgrades is enabled.

• When Prevent Users from Initiating Upgrades option is enabled in Director, the user will see no change in functionality, except that at the administrator's discretion, Version V-1 clients will be allowed to run against Version V servers.

Prevent Users from Initiating Upgrades is disabled.

• When the Prevent Users from Initiating Upgrades option is disabled in Director, one of the following can occur.

• Versions that are lower than the minimum allowed version - Users in this category will be forced to upgrade.

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• Versions that are at or above the minimum allowed version, but lower than the minimum suggested version - Users in this category will see a dialog box suggesting an upgrade, once. If users decline the upgrade, they can still upgrade through the Call Manager Help drop-down menu.

• Versions that are at or above the minimum suggested version, but below the current server version Users in this category can upgrade through the Call Manager Help drop-down menu.

Important ConsiderationsOutlook Integration - If an outlook version support is dropped in version V server, then V-1 client is not supported.

Platform support - If a particular platform support for client is dropped in version V release then V-1 client is not supported.

Contact Center - V-1 feature will work for Contact Center clients as long as they do not upgrade Contact Center software.

Video -The Video session between clients running version V-1 and V is not supported

IM - May cause a problem if the IM Server configuration is changed or modified.


Support for Workgroup MailboxAccess for Contact Center

IntroductionOne of the biggest advantages of the ShoreTel Contact Center system is that agents use a unified desktop client to access all the Unified Communications functionality.

As organizations communication needs continue to grow and become more sophisticated, customers are upgrading their Unified Communications systems from the traditional workgroup solution to a more robust call center environment utilizing ShoreTel’s Contact Center. However, during the upgrade process customers may lose the ability to access group voicemails if they are not logged in as an agent, supervisor or operator.

ShoreTel 10.1 offers support for Workgroup Mailbox Access for Contact Center by allowing group voicemail access to all agents.

BackgroundOrganizations who upgrade from a Workgroup solution to a Contact Center solution are losing the ability to access group voicemails using Call Manager. In previous releases, Call Manager only allowed access to the group mailbox if the user is an agent, supervisor or operator.

TermsWorkgroup Extension The Extension for a Workgroup.

Backup Extension The Extension that calls are routed to when the Workgroup Extension fails to respond.

Backup Auto Attendant Auto Attendant menus are managed by the switch and commonly used as the target for call routing failures.

ImplementationThe Voice Mail viewer in Call Manager has been improved to allow users to view Workgroup mailboxes if the user has permission to do so. System administrators can enable this functionality through ShoreTel Director.

To enable Contact Center integration, follow these steps.

Step 1 Log into ShoreWare Director and select Administration -> Users-> Individual Users.

Step 2 Select a user you wish grant permission to view workgroup voicemails.

Step 3 On the user’s Edit User panel, check Enable Contact Center Integration.

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Figure 13 Edit User Panel - General

Step 4 Select Workgroups at the top of the Edit User panel and make the user a member of a Workgroup.

NOTE: Verify that the client can access the group mailbox using Call Manager and you have sufficient Contact Center licenses for each user.

Figure 14 Edit User Panel - Workgroups

Step 5 When you are finished, click Save to save your changes.

The Workgroup mailbox assigned to the user can be viewed in Call Manager. Users are able to do all normal operations on the Workgroup mailbox such as listen to messages, delete messages, mark messages as heard, etc.

ShoreWare Release Notes Support for Workgroup Mailbox Access for Contact


Figure 15 Call Manager Voicemail Pane

NOTES:

• Extension-Only users are not allowed access to the Workgroup mailbox. The user must have a mailbox license.

• The Contact Center Agent software must be installed on the client machine that Call Manager is running on.

• The user client-type must be Personal or Professional to enable Contact Center Integration in Step 3.

Step 6 Verify that the client can access the group mailbox using Call Manager and you have sufficient Contact Center licenses for each user.

Important Considerations• This feature only enables a contact center agent who is using the Professional or

Personal Call Manager to listen to voice mails. The agent will not receive any Message Waiting Indicator on the phone.

• If voicemail routing is required then customers can purchase email licenses to route voicemail as an email into the queue.

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ShoreWare Release Notes Mobile Call Manager – Device Support Enhancements


Mobile Call Manager – DeviceSupport Enhancements

Introduction

DefinitionShoreWare10.2 provides support for the following mobile devices:

New Supported Devices Existing Supported Devices Expired Devices from this release

BlackBerry Curve 89xx HTC P6500 Sirus BlackBerry 87xx Series

BlackBerry Tour 96xx HTC TyTn II BlackBerry 7290

Nokia Surge 6790 BlackBerry 81xx Series Motorola RAZR V3

Nokia E72 BlackBerry 83xx Series

Nokia E75 BlackBerry 88xx Series

BlackBerry 90xx Series

Motorola RAZR V3xx

Nokia E61i

Nokia E65

Nokia E71

Nokia N78

Nokia N82

Nokia E90

Nokia E95

Table 1-1 ShoreTel 10.2 Supported Devices

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ShoreWare Release Notes Glossary


Glossary

802.1x A component of IEEE 802.1 group of networking protocols that addresses port-based Network Access Control. It provides an authentication mechanism for devices attaching to a LAN port to either establish a point-to-point connection or prevent the device from accessing the port if authentication fails. 802.1x is based on the Extensible Authentication Protocol (EAP).

ACD see Automatic Call Distributor

Active Call Handling Mode The active call handling mode is the CHM that is designated to specify the current method of handling a user’s inbound calls. One mode is always active for each user. The active CHM is selected manually by the user or changes automatically based on the user’s schedule.

Active Directory (AD) Active Directory is a Mircosoft technology that provides various network services, including LDAP-style directory services and authentication, for Windows environments. Administrators assign policies, deploy software, and apply critical updates to an organization from a single Active Directory database.

Active Extension Assignment An Active Extension is the phone number where a user’s callers are routed when the user has enabled Office Anywhere. See Office Extension Assignment and Default Office Extension Assignment.

AD see Active Directory

Advanced Encryption Standard (AES) Advanced Encryption Standard is a United States Encryption standard defined in Federal Information Processing Standard (FIPS) 192, published in Nov. 2001. AES is a symmetric block cipher which can process fixed 128-bit data blocks, using 128, 192 or 256-bit keys.

AES see Advanced Encryption Standard

Announced Find Me Announced Find Me is an option where the identity of an inbound caller is provided to the Find Me call recipient. Inbound callers may be required to record their spoken name before the call is connected.

Automatic Call Distributor (ACD) An Automatic Call Distributor is a system that distributes inbound calls to members, or agents, of the system.

Auto Find Me Auto Find Me is a Find Me option where a call recipient can program the system to immediately forward inbound call without requiring the caller to press “1”.

Available DID numbers DID numbers within a range that are not assigned to a user or entity within the context of that range.

DID number availability within a range does not consider DNIS assignments. Numbers assigned as a DNIS number are still enumerated as available within a DID range; attempts to assign these DID numbers will be unsuccessful.

Bounced Call A bounced call is a parked call that is returned to the extension that parked the call because is was not picked up within a specified period.

Bridged Call Appearance A Bridged Call Appearance (BCA) is an extension that is shared among multiple users.

Call Appearance A VoIP data structure that supports one voice call session.

ShoreWare Release Notes ShoreWare Release Notes

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Call Detail Record (CDR) A Call Detail Record is a data record containing statistics of a call that passed through a PBX or telephone exchange.

Information provided by a CDR includes the number of the originating party, the number of the recipient, the time that the call started, and the duration of the call. ShortTel CDRs contain additional information.

Call Handling Mode A call handling mode is a ShoreTel variable that defines a method of handling specified inbound calls. Each user is assigned five call handling modes, one of which is active and determines the user’s current call handling method. See Active Call Handling Mode.

The five call handling modes assigned to each user are Standard, In a Meeting, Extended Absence, Out of Office, and Custom.

Call Handling Rule A call handling rule is the base unit of a Call Routing Plan that consists of a condition and action. When a call handling rule is active and the condition is satisfied, the action specifies the method by which the ShoreTel system handles the user’s call.

Call Manager (client application) Call Manager is the ShoreWare client application that manages a user’s calls, voicemail, and personal system settings through a graphical user interface.

Call Manager (switch) Call Manager is a ShoreGear module that handles MGCP information from the IP phones to which the switch is assigned.

This hardware module is not directly related to the Call Manager client application.

Call Routing Plan The Call Routing Plan is the Personal Call Handling component that contains rules that specifies a user’s call handling method. The plan prioritizes a list of enabled Call Handling Rules.

Call Stack A data structure that manages an extension’s call appearances. The Call Stack Size defines the maximum number of calls – including active and held calls – that an extension can handle simultaneously.

CDR see Call Detail Record

CDR Database A CDR database contains all CDRs generated by a ShoreTel system over a specified period of time. The CDR database is maintained on the Main server.

CHM see Call Handling Mode

Codec A codec is a device or program that encodes and decodes a digital data stream or signal. Codecs encode a data stream or signal for transmission, storage, or encryption and decode it for viewing or editing. Codecs are typically used in videoconferencing and streaming media applications.

Coordinate Location Based Services data point that identifies a specific location in terms of longitude, latitude, and elevation. See Location Based Services.

Current Call Handling Mode see Active Call Handling Mode.

DBImport DBImport is a ShoreTel utility that uses the contents of a CSV file to update the ShoreWare user database. DBImport.exe adds, deletes, and modifies user account records based on the CSV file contents.

Default Office Extension Assignment The Default Office Extension Assignment is the MCM component that can specify the Active Office Extension Assignment when a user places a call or plays a voice message through MCM. See Active Office Extension Assignment and Office Extension Assignment.



Dial Number (DN) Dial Number – the number dialed by a user.

DID see Direct Inward Dialing

DID Range A DID range is a list of consecutive DID numbers assigned to a Trunk Group. Ranges assigned to a trunk group cannot overlap. A DID number can be assigned to multiple trunk groups.

Differentiated Services Differentiated Services is a computer networking architecture that specifies a method for managing network traffic and providing Quality of Service (QoS) guarantees on IP networks.

Differentiated Services can provide low-latency, guaranteed service for critical network traffic (voice or video) while providing simple best-effort traffic guarantees to less critical services (web traffic or file transfers).

Direct Inward Dialing (DID) Direct Inward Dialing is a feature offered by telephone companies where they allocate a range of numbers to a customer's PBX. As calls are presented to the PBX, the number that the caller dialed is also given, which the PBX uses to route the call to the correct recipient.

Distributed Routing Service (DRS) a ShoreTel system feature that increases system switch capacity by moving inter-site switching routing decisions from the individual switches to the ShoreWare servers. ShoreTel systems normally have a capacity of 60 switches – enabling DRS increases the system capacity to 500 switches.

DN see dial number.

DRS See Distributed Routing Service.

DSCP Differentiated Services Code Point is a 6-bit value, contained in the 8-bit DiffServ/ToS field of the IP packet header, that indicates the data traffic Per-Hop Behavior (PHB).

Explicit Authentication Explicit Authentication is an LDAP process where an application prompts users for credentials when they log into a network, then verifies those credentials through a call to the LDAP server.

EA See Extension Assignment

Extension Assignment (EA) Extension Assignment is a ShoreWare user feature that forwards calls to a designated device – either a system IP phone device or a remote telephone connected to the PSTN. Extension Assignment requires administrative authorization.

Failback Failback is the process of restoring a server, system, component, or network to the original, pre-failover state. See failover.

Failover Failover is the action of automatically transferring operations to a redundant or standby server, system, component, or network to continue normal operation after the base device fails. The failover process initiates without human intervention and typically without warning.

Find Me Find Me is a call handling feature that allows callers who are routed to a user's voice mailbox to contact the user at alternate devices by pressing “1” while listening to the voicemail greeting. See Auto Find Me and Announced Find Me.

Global Positioning System The Global Positioning System (GPS) uses a constellation of 24 and 32 satellites that transmit microwave signals to GPS receivers, which they use to determine their current location, the time, and their velocity. GPS usually requires line of sight access between the transmitter and the device.

GPS see Global Positioning System


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IM see Instant Messaging

Instant Messaging (IM) Instant Messaging is the real-time transmission of text between at least two parties.

Internet Telephony Service Provider (ITSP) An Internet Telephony Service Provider is a vendor that offers Internet data services for making telephone calls.

IP Phone Configuration Switch In each ShoreTel installation, one switch is responsible for assigning, to each IP phone, a switch that performs call manager activities.

IP Phone Failover IP Phone Failover is a ShoreTel feature that continues a voice call after the ShorePhone loses communication with the its call manager switch.

When IP Phone Failover is implemented, ShorePhones are configured to send a signal to their ShoreGear Call Manager switch every four minutes and to expect an acknowledgment from the switch. When a phone does not receive the return signal, it connects to another switch located at the same site.

IP Phone Keep Alive A signal that voice switches send to the IP phones for which they provide Call Manager services. The system considers phones that acknowledge the signal as functioning. The signal is also referred to as a heartbeat.

ITSP see Internet Telephony Service Provider

LBS see Location based service.

LDAP see Lightweight Directory Access Protocol.

LDAPExport LDAPExport is a ShoreTel utility that exports AD directory information to a CSV file, whose contents can be imported to a ShoreWare user database. LDAPExport was introduced in ShoreTel to support AD Integration.

Lightweight Directory Access Protocol (LDAP) Lightweight Directory Access Protocol is an application protocol for querying and modifying directory services running over TCP/IP.

LLDP-MED An enhancement to the basic LLDP protocol that addresses the discovery of endpoints by networks supporting LLDP.

Location based service Location based service (LBS) is a component feature that receives data identifying the position of the device in terms of latitude, longitude, and altitude. Data reception methods include GPS access and through Mobile Cell device service transmitters.

MCM location based services does not use altitude to specify the location of the device.

Monitor Extension Extension monitoring is a ShoreTel feature that permits a user to view another user’s extension status and answer inbound or held calls to that extension.

MySQL MySQL is a relational database management system that runs as a server providing multi-user access to a number of databases. MySQL is owned and sponsored by a single for-profit firm, the Swedish company MySQL AB, which is a subsidiary of Sun Microsystems. The project's source code is available under terms of the GNU General Public License, as well as under a variety of proprietary agreements.

MySQL is officially pronounced My S Q L, not My sequel. This adheres to the official ANSI pronunciation.

ODBC The Open Database Connectivity specification provides a standard software API method for using database management systems (DBMS). The designers of ODBC



aimed to make it independent of programming languages, database systems, and operating systems.

ODBC Connectors Drivers that provide connectivity to the MySQL server for client programs. There are currently five MySQL Connectors – Connector/ODBC, Connector/NET, Connector/J, Connector/MXJ, Connector/PHP.

Off System Extensions Off System Extensions are ShoreTel extensions that, when dialed, route calls from the trunk group to which they are associated. A ShoreTel system typically uses Off System Extensions to connect with a legacy PBX system.

Office Extension Assignment An Office Extension Assignment is a phone number to which a user’s callers can be routed when the user has enabled Office Anywhere. An OE number can be any system extension or PSTN number that is accessible from the ShoreTel system. Users can define multiple office extensions, of which only one can be active at any time. See Active Office Extension Assignment and Default Office Extension Assignment.

Parking a Call Parking a call places a call on hold on another extension’s call stack.

Per-Hop Behavior Per-Hop behaviors define packet forwarding properties associated with a class of traffic. Different PHBs may be defined to offer low-loss, low-latency forwarding properties or best-effort forwarding properties.

Personalized Call Handling Personalized Call Handling is a ShoreTel feature that defines flexible handling methods for inbound calls. Calls are filtered and managed on the basis of caller identity, time or date or receipt, end user status, and caller identity.

Presence Presence is a feature that identifies and distributes the availability of system users and other personal contacts. ShoreWare defines two types of Presence: IM presence and telephony presence.

Programmable Call Manager Toolbar Buttons Programmable Toolbar buttons is a Call Manager feature that provides access to ShoreTel call management functions. Each User Interface button is programmed by the administrator to perform a specific function when clicked and contains text that provides function status.

Programmable IP Phone Buttons Programmable IP Phone buttons is a ShorePhone feature that provides access to ShoreTel call management functions. Each button is programmed by the user or administrator to perform a specific function when pushed and contains an LED indicator that displays function status.

QoS A traffic engineering term that refers to resource reservation control by providing different priorities to different applications, users, or data flows to guarantee a performance level for a data flow.

QuickDial Field A QuickDial field is a data entry field requesting contact information for a system user, extension, or external contact. Upon the entry of alphanumeric characters, the field expands vertically to display all possible valid entries, filtered by the input. Users fill the field by selecting one of the options with the cursor.

Real-time Transport Control Protocol (RTCP) Real-time Transport Control Protocol, defined in RFC 3550, is a sister protocol of the Real-time Transport Protocol (RTP) that provides out-of-band control information for an RTP flow. It accompanies RTP in the delivery and packaging of multimedia data, but does not transport any data itself. It is used periodically to transmit control packets to participants in a streaming multimedia session, primarily to provide feedback on the quality of service being provided by RTP media stream.


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Real-time Transport Protocol (RTP) Real-time Transport Protocol defines a standardized packet format for delivering audio and video over the Internet. RTP is described by IETF RFC 3550.

RTCP see Real-time Transport Control Protocol.

RTP see Real-time Transport Protocol.

SDP see Session Description Protocol.

Shared Call Appearance Shared Call Appearances is a ShoreTel client feature that establishes common Bridged Call Appearances between a user (executive) and at least one other user (assistant). A Shared Call Appearance is typically established to allow one or more assistants to manage inbound calls and initiate outbound calls for an executive.

Secure Real-Time Transport Protocol (SRTP) Secure Real-Time Transport Protocol defines a profile for providing encryption, message authentication and integrity, and replay protection to RTP data streams.

Session Description Protocol (SDP) Session Description Protocol is a format for describing streaming media initialization parameters. The IETF published a revised specification as an IETF Proposed Standard as RFC 4566 in July 2006. SDP is intended for describing multimedia communication sessions for the purposes of session announcement, session invitation, and other forms of multimedia session initiation. SDP does not provide the content of the media form itself but simply provides a negotiation between two end points to allow them to agree on a media type and format.

Session Initiated Protocol (SIP) Session Initiation Protocol is a signalling protocol that is typically used for setting up and tearing down multimedia communication sessions including voice and video calls. SIP also supports video conferencing, streaming multimedia distribution, instant messaging, and presence information.

Single Sign On (SSO) Single Sign On (SSO) is an LDAP process where applications automatically authenticate LDAP users that are logged into the network domain through their current network credentials. Such users logged into the network are not prompted to re-enter their credentials.

SIP see Session Initiated Protocol.

SIP Extensions SIP Extensions are ShoreTel extensions that provide calling services through SIP devices. By default, ShoreTel extensions support MGCP devices.

SIP Trunk A SIP trunk is an ITSP service that supports business VoIP sessions to endpoints outside of an enterprise network through the connection that accesses the Internet.

Site A site is a ShoreWare data structure that is identified by a geographic location and characterized by transmission capabilities, device extensions, and other parameters required by ShoreTel devices. Switches, servers, users, and other ShoreWare entities are associated with a site.

SRTP see Secure Real-Time Transport Protocol.

SSO see Single Sign On.

System Database The ShoreTel system database is the data structure that retains system operational information concerning user accounts, system architecture, switches, servers, sites, and status. Changes made through ShoreWare Director are stored in the system database.



ToS An eight-bit field in the IP Packet Header, previously referred to as Type of Service, that is used to accommodate applications that require real-time data streaming, as specified by RFC 3168. The ToS fields contains a six-bit Differentiated Services Code Point and a two-bit Explicit Congestion Notification field.

Unparking a Call Unparking a call is the retrieval of a parked call to the extension that parked the call.

Waypoint A known location specified by coordinates, associated with a coverage area (radius), and identified by a descriptive label.

Workgroup Workgroups is a ShoreWare entity that performs ACD functions for inbound calls. Calls are routed to a workgroup through an extension which, in turn, routes them to workgroup agents. Each workgroup is assigned an extension, mailbox, and other parameter settings.


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Documents

Shoretel 10.2 Release Notes