Shoretel Knowledge Base

UPGRADE PATH FOR 12.3 TO 14.2.

I have just fininshed migration of the system running on Win 2003 32-Bit 12.2 Version to Win 2008 64-Bit 14.2 version

Shoretel lells you there is a direct upgrade path for such an upgrades, but it’s not true.

It will be giving you an  SQL error  that number of columns expected is 20 and it only finds 16. The SQL-Update.exe is needed to run. DB doesn’t restore properly and your entire Shoretel upgrade turn into mess.

1. Install 12.3  and restore the DB on WIN 2008 64-Bit first.

2. Wait till everything is merged together in the connectivity grid. The switches stay on the save firmware version and no restart is required.

3. Stop all services in GUI and do the backup of the Shoreline Data folder. Restart the services.

4. Beging the installation of the 14.2 with all services running. Once fininshed you will have 14.2 on 2008  64-Bit.

 

SHORETEL & SKYPE FOR BUSINESS (LYNC) INTEGRATION.

UCA Client Software:

 

 

 

 

 

 

http://update.is-phone.com/LyncAddOn/3.1/PartnerConfigGuide_Shoretel_Lync_Plugin_v3.pdf

http://update.is-phone.com/LyncAddOn/3.1/PartnerConfigGuide_Shoretel_Lync_Plugin_v3.pdf

 

 

WORKGROUP TOOL

The Workgroup Tool is located in “Program Files\Shoreline Communications\Shoreware Server” directory. The type the following shortcut access the directory:

cd \pro*\sh*\*er

To access the Work Group Tool enter:

wgtool

The command line will change to this:

Enter command:

The available commands in the Work Group Tool are:

Command list:
H or Help or ? – List commands and properties
Agent – Get info about an agent
AllWG – Get all workgroups info
SetDebug – Set debug level
GetLines – Get all tapi lines
WG – Get info about a specific workgroup
Memsnap – Take memory snap shot
Memcomp – Compare memory usage
DumpTab – Dump tables
Test1 – Test one
Exit
Properties:
wgDN, agentDN, hGC, hHC, callID, lineID, iwg, iagent, imember, iGC, iHC, dbg

To quit the Workgroup Tool enter “exit”

Enter command: exit

SetDebug
This command will modify the registry and set the services to the debug settings without the need to restart the services.

Default:
Enter command: setdebug dbg=0x1

Enter command: setdebug dbg=0x21

Logging debug mask
WGLOG_BASIC 0x1
WGLOG_TAPI 0x2
WGLOG_DB 0x4
WGLOG_CODEFLOW 0x8

WGLOG_DETAIL 0x10
WGLOG_TAPIDETAIL 0x20
WGLOG_QTAPI 0x40
WGLOG_CDR 0x80

WGLOG_MEDIA 0x100
WGLOG_TAPIEVENTS 0x200
WGLOG_TAPIDETAIL2 0x400

WGLOG_CALLINFO 0x8000

WG
This command will display the current status of a Workgroup and its Agents.

Enter command: wg wgdn=1601
Note: Workgroup extension 1601 is used in this example

***** Group 1601
WG 1601 lineID 0xffffffff timeType 1 noAutoLogout backup 1053 wrapUpSec 0
CHM: Simultaneous rings 16 huntRings 16 operator PermID 0x200000ad
CFC 2 CFAlways 2101 CFBusy 1053 CFNoAnswer 1053 CFNoLoggedIn 1053
lastHuntedMemberID 1 Workgroup name Fleet Dispatch SD, Hunt pattern 4
Language 1

1040 unavail no TAPI line
huntorder 0 primary 1 paging 0
Logged in lineID 0xffffffff site ID 1 switch type 10 name Frank Meilander
Office Anywhere enabled 0 has physical port 1
Idle since 06/07 13:25:48
Calls

1037 unavail no TAPI line
huntorder 1 primary 1 paging 0
Logged in lineID 0xffffffff site ID 1 switch type 10 name Larry Ruud
Office Anywhere enabled 0 has physical port 1
Idle since 06/07 13:11:27
Calls

1038 unavail no TAPI line
huntorder 2 primary 1 paging 0
Logged in lineID 0xffffffff site ID 1 switch type 10 name Bob Reagan
Office Anywhere enabled 0 has physical port 1
Idle since 06/07 13:10:38
Calls

1053 unavail no TAPI line
huntorder 3 primary 1 paging 0
Logged in lineID 0xffffffff site ID 1 switch type 10 name Andrea Hernandez
Office Anywhere enabled 0 has physical port 1
Idle since 06/07 13:06:21
Calls

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Shoretel Tricks:

Login into the Switch ShoreGear 50/90/etc use the console cable
Login: Anonymous
Password: ShoreTel

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2 Phones get the VM from General Mail Box:
1. Create the Distribution List with extension #
2. Assign those phones to that distribution list
3. Go to the general mail box extension and choose that distribution list extension in the Escalation Profile.
To record the AA or any other prompt from your extension phone:
1. System Preferences
2. Choose use the extension # and put the extension number you want to record from.
Road map for Greenfield Shoretel installation:
1. Sites
2. Licenses
3. Set up IP’s
4. Switches
5. Trunks (Trunk groups, Individual Trunks)
6. Open ports on Switch that holds the phone registrations
7. Program Individual Users
8. Program different features.

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Vm notification doesn’t go to the Corporate email boxes.
1. Start ->Administrative tools->IIS->Shoretel->default SMTP->right click->properties->delivery tab ->Advanced ->Put full domain name and IP address of Exchange Server in Smart Host.

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To check what messages are waiting to be sent out from the Server.
C:/interpub/mainroot/queue (or badmail)

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To create the account code.
1. Create an account code (call handling)
2. Create a user group in users and choose your trunk and force the “account code collection”
3. Assign the user to your new User group.
System cannot dial out to the local areas.
1. Set up all your local area codes in trunk settings.
2. Check remove leading 1 for local area codes (option 2)

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Problem loging into the Shoretel Director.
1. Check that your network cable is plugged (yep stupid as is was there done that)
2. Go to REGEDIT -> HKEY_LOCAL_MACHINE ->SOFTWARE ->SHORELINE TELEWORKS ->look at the right -> click on the HQ SERVER ADDRESS and change the IP Address type in your Server IP
3. Check QUICK LOOK for TAPI service.

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TELNET into the Switch
1. You have to be on the Server!!!
2. Cmd -> go to DOS
3. Program Files -> Shoreline ->Shoreware Server -> type in “IPBXCTL -telneton 10.10.130.10(e.x)
4. Start telnet ip address
5. Login Anonymous
6. Password: Shoretel

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220 E1 Switch QSIG trunks and IP phones
1. E1 switch has default 75 phones built in capacity, if you enable all QSIG trunks on the Switch TAB you will still have 75 phones resources.
2. To move the phone you have to create the new range for the site
3. Go to IP Phones -> IP phone address Map -> NEW -> Create new site.
4. Now you may move the phones to a new site.
5. Individual IP phones -> Choose your site in Sites and choose the switch -> click MOVE

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Time is OFF on the phones.
1. DHCP should have option 156
2. Router, Time Server, NTP Server,156 option from Shoretel
3. Microsoft Public Time Server (131.107.1.10)
4. HEX value for time OFF Set Eastern Standard time 0xffffb9b0
5. REGEDIT -> HK_LOCAL_MACHINE ->SYSTEM ->CURRENT CONTROL-> SERVICES ->SCROLL DOWN ->W32TIME ->config ->ANNOUS Flags ->open it -.set to 5
6. W32Times -> time providers ->NTP Client ->enable set to 1 ->NTP Server ->Enable Set to 1

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ARD Circuits on Shoretel (Automatic Ring Down Circuit) used in traders environment mostly
In order to perform that you have to login into the director in Support mode. Go to the Director web page and press Ctrl+Shft and click on U letter in USER.
1. Create the call bridge Appearance backed by default settings.
2. Trunk -> ADD Analog loop Start-> “Ring Down 1”
3. Go to the OFF System Extension -> New Extension first 5000 – 5015 (for example). Inbound destination put your Bridge Appearance.
4. Trunk Group dialing rules Custom Dial Rule
5. Custom ->Edit -> ;1G;1I ->SAVE -> Individual Trunks -> Analog
6. Switches -> SG 90 -> Trunk
7. Users->Program Buttons ->Telephony -> Bridge Appearance and ringing delay before alert
8. Dial external -> put your trunk (for example 5000).

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Check local Hosts.
Control Panel -> Phone Modem -> Shoretel Remote TAPI ->Advances ->look at the IP of Local Hosts.

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More Than 3 Way Conferencing
1. Go to the User group
2. Choose the User Group your phones assigned to
3. COS telephony -> go to this class of Service
4. Max parties in make me conference -> choose the number you want
5. Go to the switches you have to assign the conference port to. (Each conference party takes the port) If you have 5 you must have 4 port + yourself

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IP 800 Cant’ create conference call
1. 2SIP trunks should be enabled on the switch
2. When you create an individual SIP trunk you mark 2 on the page
3. IP 8000 can only create 3 way conference.

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Components needed for Shoretel Installation
1. ASA of IIS 6.0
2. FTP Service enabled
3. SMTP Service enabled
Start->Program -> Admin tools -> add/remove programs ->Windows Components
Regedit ->software ->shoreline teleworks ->HQ Servers IP change.

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Shoretel Director page doesn’t display.
1. Make sure IP address are not loop back (regedit ->local machine ->software ->shoreline teleworks ->HQ Server (IP) -> Shoreware Director (IP) ->Shoreware Server (IP) Also change the IPon Shoreware Director
2. DOS Window
3. Cd..
4. C:/ cd pro*/sh*/*er/tms.exe/regserv
5. Restart tms (Telephony services)
6. Start -. Programs ->Admin tool -.component Services ->Comp -> my computer -> right click ->properties ->COM securities ->Lauch and Activ Permitions -> make sure you have IUser IWAN IPBX ->back to my computer ->DCOM config ->Kadota Util Triger Server TMS Manger2 -> right click -> properties -> security ->launch and Activation permitions->Default ->restart the Server.

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Change length of extension
1. System parameters
2. Dialing Plan
3. Increase extension length

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SWITCH is PINGable but system Connectivity shows it as unavailable:
Reset TMS. Simply go to the switch in the systme rename it SAVE and rename it back to what it was. TMS will reset and it should come back up.
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P->V migration
1. Create the SQL dump

cmd

c:\Program Files\Shoreline Communications\Shoreware Server\mySQL\mySQL Server 5.0\Examples\backupConfig.bat – this command with generate the SQL backup together with licenses and entire configuration.

C:\Program files\Shoreline Communications\Shoreware Server\quickinstall.exe -stopall
(stops all shoretel services in proper order, but interrupts workgroups/aa menus/etc)

copy entire c:\shoreline data\ folder to desired location, with services not running you will be able
to copy the database folder

once copy has completed, run:

C:\Program files\Shoreline Communications\Shoreware Server\quickinstall.exe -startall
will restart services in correct order

Once we have a shorewareConfigDump.sql copied to c:\ on the new machine. Run
C:\Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server 5.0\Examples\restoreConfig.bat
this will import the backed up .sql data into the running system
reboot and it will come up properly with the correct database information
2.Create the Virtual Machine and install Shoreware server on it.
3. Restore the DB.
4. Shut down the interface on the Cisco switch connected to the physical Server.
1. 5. Change registry: Check that your network cable is plugged (yep stupid as is was there done that)
2. Go to REGEDIT -> HKEY_LOCAL_MACHINE ->SOFTWARE ->SHORELINE TELEWORKS ->look at the right -> click on the HQ SERVER ADDRESS and change the IP Address type in your Server IP
3. Check QUICK LOOK for TAPI service.
5. Make sure the Prompts are in correct folders: go to C:\Shoreline Data\Vms\Vms\SHORETEL and see if AA extensions have the right recordings.
6. Request the new System license key.

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DATABASE
USE SQLyog to login into config db use port 4308 for CDR port 4309 root/shorewaredbpassword (can find in maintanance guide. st_cdrreport/ passwordcdrreport

Read below 0,365,365,1,’10.10.130.10′,’ArchiveCDR’ This line means that we do not use any COM Port for CDR output , Active CDR Data is days, Archived CDR data is stored for days, Archiving enabled . Archive will be sent to stored localy, Archive name < archivecdr >. This archive maybe found in C:\Shoreline Data\Database\ShoreTelCDR\Data\archivecdr on the production server 10.10.130.10.

The paragraph below, shows the shorewareConfigdump.sql we used to have before, during the backups.
– Dumping data for table `system`
tmscdrArchive file keeps info about the erased CDR
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Softphone with VPN
Hello Guys.
Here is a solution for our issue with Ammy and Aftab

Softphone Activation Conflicts
Issue: Softphone Conflicts when launching
Scenario: Whenever two users activate their Softphone, it kills the others Softphone.
Resolution: Change the registry settings to apply their physical NIC MAC Address to the Softphone. The Softphone may be using the VPN MAC Address which causes a conflict for the two users.
Procedure:
1. Close ShoreTel Call Manager Software
2. Goto Start>Run>cmd
3. In the command window: ipconfig /all
4. **Write down the Physical Address listed for their Ethernet Card(NIC)**
5. Go to Start>Run>regedit
6. Goto HKEY_LOCAL_MACHINE>SOFTWARE>EYEP MEDIA>MGCP
7. Edit ENDPOINT NAME
8. Edit the MAC that is inserted after EYEP_ by inserting the physical NIC MAC Address with out spaces or dashes. Example EYEP_456677668899
9. Restart ShoreTel Call Manager
10. Launch Softphone.
11. Verify that it comes up successfully.

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How Can I Correct My Issue With Cisco VPN Not Allowing More Than One Softphone User Log In At A Time?
Issue: When a Softphone is launched across VPN only one instance of Softphone is allowed
Scenario: User A launches softphone and is on a conversation and User B then launches Softphone and User A is dropped off of Softphone completely
Resolution: If using a Cisco VPN, Cisco assigns only one MAC address to all Softphone users.

1. To resolve the issue click on “start” then “run”
2. Type in regedit
3. Expand HKEY_ LOCAL_ MACHINE
4. Expand SOFTWARE
5. Expand EYEP MEDIA
6. Click on MGCP
7. Right Click on “EndPointName” and select Modify
8. Enter your computers MAC address in “Value data” (MAC should look similar to the following when entered EYEP_###xxx####x#) where (#) = Number and (x) = letter
9. Close Registry

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Enhanced Report doesn’t pool data from Archive you created.  Shoretel Documentation is not accurate. You have to execute MakeArchiveCallView.bat in the following directory. Copy this .bat file into the proper directory first.

ScreenHunter_12 Apr. 02 10.23

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Calls go directly into Queue when caller dials into the work group bypassing the Call Agents.

Know issue in 12.2 must upgrade to 12.3 or higher. This is happening because System presents all agents in wrap up state even though no wrap up is configured in the dirctor. Another possible cause is Work Group Agents overload. There is a limitation of 300 Agents System Wide. Shoretel counts the Agent Entities but not the Licenses. Single Agent logged into 300 groups will count as 300 Agents. Audit your workgroups, optimize if possible. Restart Shoreware Workgroup Server on HQ after you clean everything up.

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Maintanance info about the call can be easily retrived from the Communicator. Pick the call ->right click ->Properties->Support info. All bad calls can be tracked in TmsNCC logs located in C:\Shoreline Data\Logs Use Notepad++ for tracking.

ScreenHunter_13 Apr. 02 10.41

Pick GUID and sort it out in TmsNCC. You will get something similar like on the picture below. It helps you to find the errors on the call or to identify whick party “dropped ” the call first by “HangUp” message.

ScreenHunter_14 Apr. 02 10.47

 

To check the Protocol connectivity between the switches:

1.Telnet into switch.

2 Type in gotoshell

3. lsp_ping “x.x.x.x”

4. If you want to see the connectivity tebale type in lsp_conlist

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SHORETEL PORTS

UDP: 5004 for voice packets

UDP: 5440 (request and response) Location Service Protocol

UDP: 5441 (request and response) ShoreSIP

UDP: 5443 (request) UDP 5445 (response) Bandwidth Reservation Protocol

UDP: 5442 and 5446 DRS

SMTP: 25

HTTP TCP: 5440 for CSIS

MS RPC: Ranges from port 1024 through 65535 not configurable

ShoreGear Switch or Teleworker:

UDP: 5004 for voice packets

UDP: 5440 (request and response) Location Service Protocol

UDP: 5441 (request and response) ShoreSIP

UDP: 5442 Call Routing Service (DRS)

UDP: 5443 (request) UDP 5445 (response) Bandwidth Reservation Protocol

UDP: 5444 Bandwidth Reservation Service

UDP: 2427 IP phones listen on this port

UDP: 2727 Switches listen on this port

UDP: 67 BOOTP

UDP: 68 BOOTP

UDP: 111 RPC used to negotiate TCP ports for network call control

UDP: 161 SNMP

TCP: 21 FTP

TCP: 23 Telnet

TCP: 111 RPC

Rev: 120401cg 2

TCP: 513 rlogin

TCP: 5555 Shoreline diagnostic port (ipbxctl –diag)

IP Phone:

UDP: 5004 for voice packets

UDP: 2427 IP phones listen on this port

UDP: 2727 Switches listen on this port

Distributive Server:

UDP: 5004 for voice packets

UDP: 5440 (request and response) Location Service Protocol

UDP: 5441 (request and response) ShoreSIP

UDP: 5443 (request) UDP 5445 (response) Bandwidth Reservation Protocol

UDP: 5442 and 5446 DRS

SMTP: 25

HTTP TCP: 5440 for CSIS

MS RPC: Ranges from port 1024 through 65535

PCM Client:

HTTP TCP: 5440 for CSIS

MS RPC: Ranges from port 1024 through 65535

ShoreConference:

UDP: 5004 for voice packets

UDP: 2427 IP phones listen on this port

UDP: 2727 Switches listen on this port

HTTPS: 443 and 8443

HTTP: 80

SMTP 25

SSH: 22 for monitoring

NTP: 123