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TOC – x ShoreTel, Inc.Notifying Users via Email. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Network Call Routing7 – 2 ShoreTel, Inc.Define Network Call RoutingOnce an external telephone number has been collected, the switching software checks

Network Call RoutingPlanning and Installation Guide 7 – 3Follow these guidelines for entering restrictions:• In general, numbers must be entered in ca

Network Call Routing7 – 4 ShoreTel, Inc.The Account Code Collection Service examines outbound calls against two sets of permissions: 1 Checks call per

Network Call RoutingPlanning and Installation Guide 7 – 5• If call is long distance from the trunk, it was not local to the caller. For example, netwo

Network Call Routing7 – 6 ShoreTel, Inc.2 A trunk at the proxy site for which the call is local?3 A trunk at any other site for which the call is loca

Planning and Installation Guide 8 – 1CHAPTER8Telephone Planningand OrderingThis chapter provides information on the types of telephones supported by t

Telephone Planning and Ordering8 – 2 ShoreTel, Inc.Application ConsiderationsGeneral UsersTypically, most users will be satisfied with a standard desk

Telephone Planning and OrderingPlanning and Installation Guide 8 – 3Multi-line PhonesShoreTel 6.1 offers extension monitoring from an IP phone. With t

Telephone Planning and Ordering8 – 4 ShoreTel, Inc.• Modem calls demand a high-quality network with virtually no packet loss. Packet loss should not e

Telephone Planning and OrderingPlanning and Installation Guide 8 – 5See “ShoreTel IP Phones and Devices” in Chapter 2, “System Overview,” for a comple

Planning and Installation Guide TOC – xiTones, Cadences, and Impedances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Telephone Planning and Ordering8 – 6 ShoreTel, Inc.Analog Phone RequirementsThe ShoreTel 6.1 system supports standard analog 2500-type telephones, inc

Telephone Planning and OrderingPlanning and Installation Guide 8 – 7advanced features through desktop applications that are integrated with your enter

Telephone Planning and Ordering8 – 8 ShoreTel, Inc.

Planning and Installation Guide 9 – 1CHAPTER9Network Requirements andPreparationUse the information in this chapter to determine specific network requ

Network Requirements and Preparation9 – 2 ShoreTel, Inc.OverviewThe ShoreTel 6.1 system is an IP-based voice solution deployed across your IP network.

Network Requirements and PreparationPlanning and Installation Guide 9 – 3Understanding the Requirements for Toll-Quality VoiceThe ShoreTel 6.1 system

Network Requirements and Preparation9 – 4 ShoreTel, Inc.Voice EncodingVoice encoding information is shown in Table 9-1.Within a site, linear broadband

Network Requirements and PreparationPlanning and Installation Guide 9 – 5Bandwidth in the LANFor LAN calls using the voice switches, 10 msecs of voice

Network Requirements and Preparation9 – 6 ShoreTel, Inc.implementation of cRTP does not increase the latency or jitter of the voice traffic, since thi

Network Requirements and PreparationPlanning and Installation Guide 9 – 7When the codec is G.729a, the encoding process takes an additional 10 msecs a

TOC – xii ShoreTel, Inc.Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Network Requirements and Preparation9 – 8 ShoreTel, Inc.Packet LossLost packets can occur on the IP network for any number of reasons. Packet loss abo

Network Requirements and PreparationPlanning and Installation Guide 9 – 9Local Area NetworkTo manage bandwidth in the local area network (intra-site)

Network Requirements and Preparation9 – 10 ShoreTel, Inc.Wide Area NetworkTo manage bandwidth in the wide area network, prioritize your voice traffic

Network Requirements and PreparationPlanning and Installation Guide 9 – 11call, the user is informed that there is insufficient network bandwidth to c

Network Requirements and Preparation9 – 12 ShoreTel, Inc.Resultant Voice QualityAs stated earlier, the ShoreTel 6.1 system has been recognized for exc

Network Requirements and PreparationPlanning and Installation Guide 9 – 13Various technologies are available from different service providers to provi

Network Requirements and Preparation9 – 14 ShoreTel, Inc.IDSLIDSL modems, which have an uplink and downlink speed of 144 Kbps, can be considered for t

Network Requirements and PreparationPlanning and Installation Guide 9 – 15received, it reverts to the previous IP address. If there is no previous IP

Network Requirements and Preparation9 – 16 ShoreTel, Inc.Configuring DHCP for ShoreTel IP PhonesThe ShoreTel server provides the IP phones with the la

Network Requirements and PreparationPlanning and Installation Guide 9 – 17Step 7 Navigate to the scope options and add option 156.Step 8 Set the valu

Planning and Installation Guide Preface – xiiiPrefaceThis preface provides information about the objectives, organization, and conventions of the Shor

Network Requirements and Preparation9 – 18 ShoreTel, Inc.Configuring Automatic VLAN Assignment via DHCPYou can configure an IP phone to automatically

Network Requirements and PreparationPlanning and Installation Guide 9 – 19Time ServicesWhen IP phones are used, time services must be available to mai

Network Requirements and Preparation9 – 20 ShoreTel, Inc.TunnelingTunneling encapsulates one type of data packet into the packet of another protocol.

Network Requirements and PreparationPlanning and Installation Guide 9 – 21PerformanceFrom an IP VPN performance perspective, encryption is a CPU-inten

Network Requirements and Preparation9 – 22 ShoreTel, Inc.FirewallsA firewall is the first major purchase and the foundation of network security (Figur

Network Requirements and PreparationPlanning and Installation Guide 9 – 23With a TCP SYN flood, a stream of TCP SYN packets is sent to the receiving d

Network Requirements and Preparation9 – 24 ShoreTel, Inc.Media EncryptionIn addition to using a VPN or a firewall, another method of enhancing the sec

Network Requirements and PreparationPlanning and Installation Guide 9 – 25 Note: Encryption is not supported on legacy ShoreTel switches or on the IP

Network Requirements and Preparation9 – 26 ShoreTel, Inc.Example Network TopologiesSingle-Site ImplementationFigure 9-3 is an example of a simple, sin

Network Requirements and PreparationPlanning and Installation Guide 9 – 27Multisite ImplementationFigure 9-4 is an example of a multisite implementati

PrefacePreface – xiv ShoreTel, Inc.Software DocumentationThe ShoreTel 6 Administration Guide provides detailed reference information (both task-based

Network Requirements and Preparation9 – 28 ShoreTel, Inc.Multisite with VPNFigure 9-5 is an example of a multisite implementation with VPN.Figure 9-5

Network Requirements and PreparationPlanning and Installation Guide 9 – 29ShoreTel 6.1 automatically negotiates the proper voice encoder at call setup

Network Requirements and Preparation9 – 30 ShoreTel, Inc.WAN Bandwidth per Call (Full Duplex) with cRTPSome routers support a feature called RTP Heade

Network Requirements and PreparationPlanning and Installation Guide 9 – 31There are two ways to set admission control: • Determine the expected number

Network Requirements and Preparation9 – 32 ShoreTel, Inc.

Planning and Installation Guide 10 – 1CHAPTER10Server RequirementsThe information in this chapter helps you determine the specific hardware and softwa

Server Requirements10 – 2 ShoreTel, Inc.• Be careful how you set up IIS security features, since it can affect product features such as:— Access to th

Server RequirementsPlanning and Installation Guide 10 – 3Hard Disk Space UtilizationApproximately 1600 MB of hard disk space is used on the server for

Server Requirements10 – 4 ShoreTel, Inc.10,000 200,000 300 MB 900 MB50,000 100,0000 1,500 MB 4,500 MBTable 10-5 Call Detail Records# Calls/Day# Calls/

Server RequirementsPlanning and Installation Guide 10 – 5Log FilesLog files are generated on the ShoreTel 6.1 system for the purposes of technical sup

PrefacePlanning and Installation Guide Preface – xv• Data-entry field names, hypertext links, control buttons, keywords, and other items within the sy

Server Requirements10 – 6 ShoreTel, Inc.Additional ConsiderationsTerminal ServicesWith the Microsoft Windows 2000 Server and Windows Server 2003, Micr

Server RequirementsPlanning and Installation Guide 10 – 7Access to the Distributed Server Maintenance PageIf you are using Microsoft Internet Explorer

Server Requirements10 – 8 ShoreTel, Inc.

Planning and Installation Guide 11 – 1CHAPTER11Planning Applicationsand ServicesThis chapter reviews the key applications and services of the ShoreTel

Planning Applications and Services11 – 2 ShoreTel, Inc.Account Code Collection ServiceShoreTel 6.1 supports account codes for external calls when you

Planning Applications and ServicesPlanning and Installation Guide 11 – 3This structure imposes two sets of permissions on outbound calls: • The call p

Planning Applications and Services11 – 4 ShoreTel, Inc.Distributed Voice MailShoreTel 6.1 has Distributed Voice Mail to provide greater availability.

Planning Applications and ServicesPlanning and Installation Guide 11 – 5To simplify AMIS systems, and increase usability:• Use the same extension leng

Planning Applications and Services11 – 6 ShoreTel, Inc.Caller ID will be displayed. Personal Assistant (pressing “0”) also works when FindMe forwardin

Planning Applications and ServicesPlanning and Installation Guide 11 – 7Planning Fax HandlingThe ShoreTel 6.1 system supports fax calls. There are sev

PrefacePreface – xvi ShoreTel, Inc.

Planning Applications and Services11 – 8 ShoreTel, Inc.Step 2 Enable fax redirection from the Site edit page and enter the fax extension you created

Planning Applications and ServicesPlanning and Installation Guide 11 – 9ShoreTel 6.1 Fax Server Requirements• Sufficient ports on ShoreGear-120/24 voi

Planning Applications and Services11 – 10 ShoreTel, Inc.Enhanced FAX Server IntegrationIn addition to calls redirected from a user's extension, t

Planning Applications and ServicesPlanning and Installation Guide 11 – 11Figure 11-3 Creating a user account for the fax serverStep 7 Enter informati

Planning Applications and Services11 – 12 ShoreTel, Inc.• Home Port: Select the Ports radio button and then use the drop-down menu to select the switc

Planning Applications and ServicesPlanning and Installation Guide 11 – 13Step 16 Click Save to store your changes.NOTE This configuration assumes mult

Planning Applications and Services11 – 14 ShoreTel, Inc.Next, you must configure settings for each user that will be using the new Fax Server Integrat

Planning Applications and ServicesPlanning and Installation Guide 11 – 15Figure 11-6 Enabling fax redirect for a userStep 24 Select Redirect Inbound F

Planning Applications and Services11 – 16 ShoreTel, Inc.Private NumbersUsers can have private numbers that are not listed in the System Directory or i

Planning Applications and ServicesPlanning and Installation Guide 11 – 17Automated AttendantThe ShoreTel 6.1 system comes bundled with an automated at

Part I: Introduction

Planning Applications and Services11 – 18 ShoreTel, Inc.For information on how to provide Internet access to ShoreTel’s Web Access client using Apache

Planning Applications and ServicesPlanning and Installation Guide 11 – 19• The number of rings per member (the same number of rings are used for each

Planning Applications and Services11 – 20 ShoreTel, Inc.the primary operator has room on his or her call stack, the call is offered to the next member

Planning Applications and ServicesPlanning and Installation Guide 11 – 21When an agent is a member of more than one workgroup, that agent can receive

Planning Applications and Services11 – 22 ShoreTel, Inc.The supervisor can barge in on a call he or she is silent monitoring. It is not possible to re

Planning Applications and ServicesPlanning and Installation Guide 11 – 23• Accept Only From: If selected, users within this COS can only be monitored

Planning Applications and Services11 – 24 ShoreTel, Inc.Table 11-1 lists the option settings for SoftPhone.The SoftPhone requires a full-duplex sound

Planning Applications and ServicesPlanning and Installation Guide 11 – 25Limitations:• MOH is not supported over the SIP tie trunk towards analog phon

Planning Applications and Services11 – 26 ShoreTel, Inc.An intercom call to an idle IP phone is auto-answered and connected through the called party&a

Planning Applications and ServicesPlanning and Installation Guide 11 – 27for ensuring your compliance with all applicable laws. Before configuring the

Planning Applications and Services11 – 28 ShoreTel, Inc.ShoreTel Conference BridgeBefore you connect and boot the conference bridge, you must allocate

Planning Applications and ServicesPlanning and Installation Guide 11 – 29ShoreTel Contact Center SolutionIf you purchased a ShoreTel Contact Center So

Planning Applications and Services11 – 30 ShoreTel, Inc.

Planning and Installation Guide 12 – 1CHAPTER12Desktop RequirementsThis chapter describes the hardware and software requirements for installing the en

Desktop Requirements12 – 2 ShoreTel, Inc.Hardware RequirementsShoreWare Call Manager applications are installed on end-user PCs. Recommended hardware

Desktop RequirementsPlanning and Installation Guide 12 – 3Software RequirementsShoreWare Call Manager applications require the following in order to r

Desktop Requirements12 – 4 ShoreTel, Inc.For information on how to configure and WTS servers to run ShoreTel’s Call Manager clients, see Appendix E, “

Planning and Installation Guide 13 – 1CHAPTER13Site Requirements andPreparationThis chapter provides information about preparing your site for the Sho

Site Requirements and Preparation13 – 2 ShoreTel, Inc.Switch Models The ShoreGear-120/24 and ShoreGear-T1 are intended for use in larger sites. For sm

Site Requirements and PreparationPlanning and Installation Guide 13 – 3You may also have the following first-generation switches in your system:• Shor

Planning and Installation Guide 1 – 1CHAPTER1Getting StartedCongratulations on your purchase of the ShoreTel 6.1TM system! Highly flexible, your new S

Site Requirements and Preparation13 – 4 ShoreTel, Inc.Input PowerFor backup purposes, ShoreTel recommends that all ShoreGear voice switches and the Sh

Site Requirements and PreparationPlanning and Installation Guide 13 – 5Reliability and AvailabilityEach ShoreGear voice switch is an embedded product

Site Requirements and Preparation13 – 6 ShoreTel, Inc.ConnectorsTable 13-7 summarizes all of the connectors on the ShoreGear voice switches. Diagrams

Site Requirements and PreparationPlanning and Installation Guide 13 – 7Power CablingEach ShoreGear voice switch comes equipped with a standard 110 VAC

Site Requirements and Preparation13 – 8 ShoreTel, Inc.The ShoreGear-T1 and ShoreGear-E1 have an additional RJ-48C connector that is wired to the telco

Site Requirements and PreparationPlanning and Installation Guide 13 – 9ShoreGear-120/24 ConnectorsThe ShoreGear-120/24 voice switch (Figure 13-4) cont

Site Requirements and Preparation13 – 10 ShoreTel, Inc.ShoreGear-40/8 ConnectorsThe ShoreGear-40/8 voice switch (Figure 13-6) contains the following c

Site Requirements and PreparationPlanning and Installation Guide 13 – 11ShoreGear-E1 ConnectorsThe ShoreGear-E1 voice switches (Figure 13-8) contain t

Site Requirements and Preparation13 – 12 ShoreTel, Inc.Racks and CablingGeneral Cabling OverviewThe diagram in Figure 13-9 highlights the key componen

Site Requirements and PreparationPlanning and Installation Guide 13 – 13• The analog service is cross-connected to a modular (RJ-21X) punch-down block

Document and Software CopyrightsCopyright © 1998–2006 by ShoreTel, inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United Stat

Getting Started1 – 2 ShoreTel, Inc.RecommendationsThe following recommendations help ensure that your planning and installation of the ShoreTel 6.1 sy

Site Requirements and Preparation13 – 14 ShoreTel, Inc.Connector PinoutsShoreGear-120/24 RJ-21X Telephone and Trunk ConnectorPort Designation Pin Cabl

Site Requirements and PreparationPlanning and Installation Guide 13 – 15ShoreGear-60/12 RJ-21X Telephone and Trunk Connector17 Ring 17 Orange/Yellow18

Site Requirements and Preparation13 – 16 ShoreTel, Inc.8Ring 8 Green/Red9 Tip 34 Red/Brown9Ring 9 Brown/Red10 Tip 35 Red/Slate10 Ring 10 Slate/Red11 T

Site Requirements and PreparationPlanning and Installation Guide 13 – 17ShoreGear-60/12 RJ-21X Telephone and Trunk Connector with Converter Patch Cabl

Site Requirements and Preparation13 – 18 ShoreTel, Inc.ShoreGear-40/8 RJ-21X Telephone and Trunk Connector9 Tip 42 Yellow/Orange9Ring 17Orange/Yellow—

Site Requirements and PreparationPlanning and Installation Guide 13 – 194Tip 33Red/Green4Ring 8 Green/Red5 Tip 34 Red/Brown5Ring 9 Brown/Red6 Tip 35 R

Site Requirements and Preparation13 – 20 ShoreTel, Inc.ShoreGear-40/8 RJ-21X Telephone and Trunk Connector with Patch CableA converter patch cable is

Site Requirements and PreparationPlanning and Installation Guide 13 – 21—Ring 17 Orange/Yellow— Tip 43 Yellow/Green— Ring 18 Green/Yellow— Tip 44 Yell

Site Requirements and Preparation13 – 22 ShoreTel, Inc.RJ-11 Telephone and Trunk ConnectorRJ-45 LAN Connector3mm Stereo Audio Input Connector for Musi

Site Requirements and PreparationPlanning and Installation Guide 13 – 23RJ-48C T1/E1 and T1/E1 Monitor ConnectorsNOTE When connecting the ShoreGear-T1

Getting StartedPlanning and Installation Guide 1 – 3ShoreCare ControlPointInstallation services are built around ShoreCare ControlPoint, an interactiv

Site Requirements and Preparation13 – 24 ShoreTel, Inc.Headset Jack Connector (IP530/560)Pin Designation1 3.3 V2TX to speaker3 RX from microphone4Grou

Planning and Installation Guide 14 – 1CHAPTER14Legacy IntegrationShoreTel 6.1 provides a migration solution from a legacy TDM-based voice network into

Legacy Integration14 – 2 ShoreTel, Inc.IntroductionA digital trunk “tie” line integrates the ShoreTel 6.1 system with a legacy PBX. The connection is

Legacy IntegrationPlanning and Installation Guide 14 – 3Trunk RequirementsThe number of digital trunks required between the ShoreTel 6.1 system and th

Legacy Integration14 – 4 ShoreTel, Inc.through 52999, while users at the second location would be assigned extensions 32500 through 32799.NOTE The ext

Legacy IntegrationPlanning and Installation Guide 14 – 5Alternatively, inbound services can be consolidated on either the ShoreTel 6.1 system or the l

Legacy Integration14 – 6 ShoreTel, Inc.To reach the ShoreTel 6.1 system, the remote system must be configured to dial any number that reaches an auto-

Legacy IntegrationPlanning and Installation Guide 14 – 7SMDI Protocol SupportThe ShoreTel 6.1 product supports the SMDI protocol, enabling seamless in

Legacy Integration14 – 8 ShoreTel, Inc.Additional detailsA group of analog trunks from the ShoreTel system is used to access the legacy voice mail sys

Legacy IntegrationPlanning and Installation Guide 14 – 9Figure 14-2 below shows the legacy system providing PBX services and the ShoreTel equipment pr

Getting Started1 – 4 ShoreTel, Inc.Phase 2: Environmental and Infrastructure Analysis and UpgradeParticipate in the Phase 2 conference callRead ShoreT

Legacy Integration14 – 10 ShoreTel, Inc.Information Transferred via SMDIThe COM port is used to send call information between the ShoreTel system and

Legacy IntegrationPlanning and Installation Guide 14 – 11Configuring Legacy Voice Mail Integration Using SMDIAs mentioned before, there are two modes

Legacy Integration14 – 12 ShoreTel, Inc.Step 6 In the Properties window, enter the settings for the legacy voice mail server COM port. Step 7 Click

Legacy IntegrationPlanning and Installation Guide 14 – 13a specific voice mail system and must be set to the value the voice mail system expects. In c

Legacy Integration14 – 14 ShoreTel, Inc.Digit TranslationIf ShoreTel system extensions and legacy voice mail system extensions differ in length, you n

Legacy IntegrationPlanning and Installation Guide 14 – 15Figure 14-3 illustrates how digit translation functions between the ShoreTel server and legac

Legacy Integration14 – 16 ShoreTel, Inc.Figure 14-4 Leave Original Digits blank to add a digit to all legacy extensionsNext, you must select the digit

Legacy IntegrationPlanning and Installation Guide 14 – 17automatically transferred to the dialed extension using flash. If not selected, calls will be

Legacy Integration14 – 18 ShoreTel, Inc.Setting Up the User Group in ShoreWare DirectorFollow these steps to set up a user group for those users who w

Legacy IntegrationPlanning and Installation Guide 14 – 19Configuring ShoreTel Voice Mail Integration Using SMDIAs mentioned before, there are two mode

Getting StartedPlanning and Installation Guide 1 – 5Phase 3: Resource Scheduling and TrackingPhase 4: System Load and ConfigurationParticipate in the

Legacy Integration14 – 20 ShoreTel, Inc.Figure 14-6 Creating a trunk groupStep 7 Enter a voice mail extension in the Inbound Destination field to dire

Legacy IntegrationPlanning and Installation Guide 14 – 21Figure 14-7 Creating a trunk lineStep 5 In the Number field, enter the Logical Terminal Numbe

Legacy Integration14 – 22 ShoreTel, Inc.Figure 14-8 Configuring ShoreTel voice mail serverStep 4 In the Trunk Group drop-down menu, select the name of

Legacy IntegrationPlanning and Installation Guide 14 – 23Step 7 The Number of Digits field, which has a range of 2-32, is optional.NOTE This value det

Legacy Integration14 – 24 ShoreTel, Inc.Figure 14-9 Creating a user group for legacy usersStep 2 Enter a Name for the user group in the Name field.Ste

Legacy IntegrationPlanning and Installation Guide 14 – 25Figure 14-10 Creating a user record for a legacy userStep 5 Enter a name for the user in the

Legacy Integration14 – 26 ShoreTel, Inc.Configuring the Serial ConnectionThe ShoreTel voice mail system will only support one serial link per applicat

Legacy IntegrationPlanning and Installation Guide 14 – 27PBX linkA PBX link may be needed to provide SMDI services for a legacy PBX that does not offe

Legacy Integration14 – 28 ShoreTel, Inc.System RequirementsThe following are required on the ShoreTel 6.1 system, or on the legacy PBX to enable the i

Legacy IntegrationPlanning and Installation Guide 14 – 29Administration and ConfigurationTie Trunk ConfigurationThe following summary describes the ad

Getting Started1 – 6 ShoreTel, Inc.Phase 5: Installation Readiness ReviewPhase 6: Cut-OverParticipate in the Phase 5 conference callUpgrade desktops,

Legacy Integration14 – 30 ShoreTel, Inc.Trunk ConfigurationThe following steps describe how to configure the trunk for integrating the legacy PBX and

Legacy IntegrationPlanning and Installation Guide 14 – 31Step 4 Select the desired trunk services to match the services provided via the remote PBX.St

Legacy Integration14 – 32 ShoreTel, Inc.

Part III: Installation and Configuration Process

Planning and Installation Guide 15 – 1CHAPTER15IP Phone InstallationWith ShoreTel IP phones, you deploy your telephony system as an end-to-end IP netw

IP Phone Installation15 – 2 ShoreTel, Inc.RecommendationsThe following recommendations will help you install your IP phones.• Make sure you have revie

IP Phone InstallationPlanning and Installation Guide 15 – 3Assigning the Configuration SwitchesYou need to designate a switch for handling initial ser

IP Phone Installation15 – 4 ShoreTel, Inc.Setting IP Address RangesIf your system consists of more than one site (headquarters), you must define an IP

IP Phone InstallationPlanning and Installation Guide 15 – 5Step 6 To set the new range, click Save. You can set ranges for other sites in the system b

Planning and Installation Guide 2 – 1CHAPTER2System OverviewThis chapter presents an overview of the ShoreTel 6.1 system, including a description of t

IP Phone Installation15 – 6 ShoreTel, Inc.NOTE When using the Microsoft DHCP server, you must enter the time offset that is provided to the IP phones

Planning and Installation Guide 16 – 1CHAPTER16Installing ShoreGearVoice SwitchesThis chapter provides planning and installation information for the S

Installing ShoreGear Voice Switches16 – 2 ShoreTel, Inc.Backup OperatorShoreGear voice switches feature a backup operator in case the backup auto-atte

Installing ShoreGear Voice SwitchesPlanning and Installation Guide 16 – 3Installing ShoreGear-40/8, -60/12, and -120/24 Voice SwitchesThe DHCP/BOOTP s

Installing ShoreGear Voice Switches16 – 4 ShoreTel, Inc.Step 8 Refer to the ShoreTel 6 Administration Guide to configure the ShoreGear voice switch a

Installing ShoreGear Voice SwitchesPlanning and Installation Guide 16 – 5Step 9 Connect your trunk and telephone lines using the RJ-21X connector. For

Installing ShoreGear Voice Switches16 – 6 ShoreTel, Inc.Ethernet environment, and that the switch is receiving and transmitting data.Step 7 Refer to

Installing ShoreGear Voice SwitchesPlanning and Installation Guide 16 – 7Step 2 To add a new switch, select the associated site and type of voice swit

Installing ShoreGear Voice Switches16 – 8 ShoreTel, Inc.Step 3 If you are adding a new switch, enter a descriptive name for the switch in the Descrip

Installing ShoreGear Voice SwitchesPlanning and Installation Guide 16 – 9Environmental RequirementsThe ShoreGear voice switches (SG-120/24, SG-60/12,

System Overview2 – 2 ShoreTel, Inc.ShoreTel Distributed IP Voice ArchitectureThe ShoreTel 6.1 system is a completely distributed voice communication s

Installing ShoreGear Voice Switches16 – 10 ShoreTel, Inc.Regulatory CompliancePhysical SpecificationsTable 16-3 SG-E1 Voice Switch Physical Specificat

Installing ShoreGear Voice SwitchesPlanning and Installation Guide 16 – 11General SpecificationsTable 16-6 SG-120/24, SG-60/12, SG-40/8, SG-E1, and SG

Installing ShoreGear Voice Switches16 – 12 ShoreTel, Inc.

Planning and Installation Guide 17 – 1CHAPTER17Server InstallationThis chapter describes the installation procedures for your main and distributed Sho

Server Installation17 – 2 ShoreTel, Inc.Installing Microsoft Windows 2000 Server ComponentsThis section describes how to install the Microsoft Windows

Server InstallationPlanning and Installation Guide 17 – 3File Transfer Protocol (FTP) ServerSMTP ServiceWorld Wide Web Server• Unselect FrontPage Serv

Server Installation17 – 4 ShoreTel, Inc.Installing Software on the Main ServerBefore beginning software installation, you should close all programs an

Server InstallationPlanning and Installation Guide 17 – 5Step 2 Review the welcome window (Figure 17-3). Click Next.Figure 17-3 WelcomeStep 3 Review t

Server Installation17 – 6 ShoreTel, Inc.Step 5 These files will be stored in a ShoreTel data folder and should be included as part of your backup pla

Server InstallationPlanning and Installation Guide 17 – 7Step 7 At Ready to Install the Program, click Install (Figure 17-7). Figure 17-7 Ready to Ins

System OverviewPlanning and Installation Guide 2 – 3is optional on systems up to 60 switches, but must be enabled on systems with 60 or more switches.

Server Installation17 – 8 ShoreTel, Inc.Step 10 Launch ShoreWare Director by clicking the ShoreWare Director desktop icon. If IIS is not running yet,

Server InstallationPlanning and Installation Guide 17 – 9Notes About Upgrading Software on the Headquarters ServerIf you are upgrading your ShoreWare

Server Installation17 – 10 ShoreTel, Inc.To install the ShoreWare software on the distributed server:Step 1 Navigate to the following web page (Figure

Server InstallationPlanning and Installation Guide 17 – 11Step 2 If you are installing from the main server, you will be asked to open or save the fil

Server Installation17 – 12 ShoreTel, Inc.Step 3 Review the welcome window that appears (Figure 17-14). Click Next.Figure 17-14 InstallShield Wizard W

Server InstallationPlanning and Installation Guide 17 – 13Step 5 Select the appropriate folder for the software files (Figure 17-16). Click Next.Figur

Server Installation17 – 14 ShoreTel, Inc.Step 7 You are now ready to begin the installation (Figure 17-18). Click Install.Figure 17-18 Ready to Insta

Server InstallationPlanning and Installation Guide 17 – 15Step 8 When the wizard is done (Figure 17-20Figure 17-9)Figure 17-9, click Finish.Figure 17-

Server Installation17 – 16 ShoreTel, Inc.Ensuring Proper Server PerformanceThe following are some guidelines for ensuring the best performance from yo

Server InstallationPlanning and Installation Guide 17 – 17• Make sure you set the server to maximize for network performance. — To configure this opti

System Overview2 – 4 ShoreTel, Inc.Single System Management The ShoreTel 6.1 system provides a single system management solution called ShoreWare Dire

Server Installation17 – 18 ShoreTel, Inc.

Planning and Installation Guide 18 – 1CHAPTER18Desktop InstallationThis chapter covers the procedure for installing the ShoreWare Call Manager applica

Desktop Installation18 – 2 ShoreTel, Inc.• Make sure you have your server name, user name, password, and extension number. These are required when you

Desktop InstallationPlanning and Installation Guide 18 – 3• Create a Group Policy Object to use to distribute the software package• Assign a package t

Desktop Installation18 – 4 ShoreTel, Inc.Installing the ShoreWare Call Manager SoftwareYou must first install the ShoreWare Call Manager software.To p

Desktop InstallationPlanning and Installation Guide 18 – 5Step 2 The ShoreWare Client Install page appears. After reviewing the information on this pa

Desktop Installation18 – 6 ShoreTel, Inc.Step 4 The ShoreWare End User License Agreement appears (Figure 18-5). If you agree to the license terms, se

Desktop InstallationPlanning and Installation Guide 18 – 7Step 6 The Ready to Install screen appears (Figure 18-7). InstallShield has gathered enough

Desktop Installation18 – 8 ShoreTel, Inc.Step 8 Software installation is complete when the InstallShield Wizard Completed screen appears (Figure 18-9

Desktop InstallationPlanning and Installation Guide 18 – 9Starting the ShoreWare Call Manager ApplicationThe ShoreWare Call Manager application can be

System OverviewPlanning and Installation Guide 2 – 5Distributed Switch ControlThe ShoreWare Telephony Management Service (TMS) runs on every ShoreWare

Desktop Installation18 – 10 ShoreTel, Inc.Note that SoftPhone is not supported on a Citrix or Terminal services client. Although the feature may work

Desktop InstallationPlanning and Installation Guide 18 – 11Step 3 Click the Network tab. The Network tab appears (below).Figure 18-13 Network Tab of t

Desktop Installation18 – 12 ShoreTel, Inc.Step 6 Select the device used for recording from the Recording drop-down list.Step 7 Select the device use

Desktop InstallationPlanning and Installation Guide 18 – 13Step 3 Click the Outlook tab as shown in Figure 18-15.Figure 18-15 ShoreTel System Control

Desktop Installation18 – 14 ShoreTel, Inc.Installing Automatic Call HandlingAlthough the ShoreWare Call Manager installation installs the components f

Desktop InstallationPlanning and Installation Guide 18 – 15Step 4 Click More Options to select which Outlook contacts to import. The MAPI Import Optio

Desktop Installation18 – 16 ShoreTel, Inc.To switch from “Internet Only” mode to “Corporate or Workgroup” mode in Microsoft Outlook 2000:Step 1 Choose

Desktop InstallationPlanning and Installation Guide 18 – 17Step 3 Click Reconfigure Mail Support.The Outlook 2000 Startup window appears (Figure 18-18

Desktop Installation18 – 18 ShoreTel, Inc.User LicensingShoreTel 6.1 offers three user license types:• Extension and mailbox• Extension-only• Mailbox-

Desktop InstallationPlanning and Installation Guide 18 – 19Small Business Edition and License ControlThe Small Business Edition (SBE) adds enforcement

Planning and Installation Guide TOC – iiiContentsPREFACEObjectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

System Overview2 – 6 ShoreTel, Inc.The feature allows an administrator to configure the system so there can be failover of phones from one switch to a

Desktop Installation18 – 20 ShoreTel, Inc.computer, they must have separate Windows accounts to gain access to the ShoreWare Call Manager application.

Part IV: Managing Cut-Over

Planning and Installation Guide 19 – 1CHAPTER19Cut-OverThis chapter provides the requirements and other information for implementing the cut-over from

Cut-Over19 – 2 ShoreTel, Inc.Cut-Over RequirementsAs cut-over approaches, you should review and confirm your plan, assemble the cut-over tools, and li

Cut-OverPlanning and Installation Guide 19 – 3Basic Cut-Over ChecklistTrunking Cut-OverFor existing trunking, use the cut-over worksheets to identify

Cut-Over19 – 4 ShoreTel, Inc.Cut-Over of Remaining DevicesUse the following checklist to test each new end-user device that is being installed.Cut-Ove

Cut-OverPlanning and Installation Guide 19 – 5Cut-Over WorksheetName Extension/DID ShoreGear Port # Patch Panel # IDF # Station Cable #

Cut-Over19 – 6 ShoreTel, Inc.Name Extension/DID ShoreGear Port # Patch Panel # IDF # Station Cable #

Planning and Installation Guide 20 – 1CHAPTER20TrainingShoreCare QuickStart is a virtual training program that is revolutionizing the way people learn

System OverviewPlanning and Installation Guide 2 – 7Integrated ApplicationsThe ShoreTel 6.1 system includes a suite of applications that are integrate

Training20 – 2 ShoreTel, Inc.RecommendationsThe following recommendations will assist you with training.• It is critical that all employees, workgroup

TrainingPlanning and Installation Guide 20 – 3As a prerequisite for this class, ShoreTel asks that all class participants view the Operator Call Manag

Training20 – 4 ShoreTel, Inc.The class (led by an online instructor) lasts about four hours. Participants are able to interact with a ShoreTel 6.1 sys

Part V: Reference and Appendixes

Planning and Installation Guide A – 1APPENDIXAInternational Planning andInstallationThis chapter provides detailed information about voice switches, o

International Planning and InstallationA – 2 ShoreTel, Inc.The following chart shows which ShoreTel 6.1 system features are available for each country

International Planning and InstallationPlanning and Installation Guide A – 3International Feature LimitationsFor analog phones1, the following feature

International Planning and InstallationA – 4 ShoreTel, Inc.Dialing Plan ConsiderationsWhen planning a global voice network, remember that the ShoreTel

Planning and Installation Guide B – 1APPENDIXBShoreGear IPBX VoiceSwitchesThis appendix provides information about the ShoreGear-24 (IPBX-24), ShoreGe

System Overview2 – 8 ShoreTel, Inc.Automated AttendantThe integrated automated attendant application provides automated call answering and call redire

ShoreGear IPBX Voice SwitchesB – 2 ShoreTel, Inc.Input PowerFor backup purposes, ShoreTel recommends that all ShoreGear voice switches and the ShoreWa

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 3Since the ShoreTel 6.1 system is plug-and-play, a voice switch can be replaced in a

ShoreGear IPBX Voice SwitchesB – 4 ShoreTel, Inc.Power CablingEach ShoreGear voice switch comes equipped with a standard 110 VAC modular power cord. A

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 5Audio Input (Music on Hold) CablingThe ShoreGear-24, ShoreGear-12, and ShoreGear-Tel

ShoreGear IPBX Voice SwitchesB – 6 ShoreTel, Inc.ShoreGear-24 ConnectorsThe ShoreGear-24 voice switch (Figure B-1) contains the following components:•

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 7ShoreGear-12 ConnectorsThe ShoreGear-12 voice switch (Figure B-2) contains the follo

ShoreGear IPBX Voice SwitchesB – 8 ShoreTel, Inc.ShoreGear-Teleworker ConnectorsThe ShoreGear-Teleworker voice switch (Figure B-3) contains the follow

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 9ShoreGear-T1 ConnectorsThe ShoreGear-T1 and voice switches (Figure B-4) contain the

ShoreGear IPBX Voice SwitchesB – 10 ShoreTel, Inc.Racks and CablingGeneral Cabling OverviewThe diagram in Figure B-6 highlights the key components wit

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 11Rack OverviewA 19-inch data rack, shelf, and modular patch panels can be purchased

System OverviewPlanning and Installation Guide 2 – 9Queue Monitor The Shoreware Queue Monitor is embedded in the Agent and Supervisor Call Manager cli

ShoreGear IPBX Voice SwitchesB – 12 ShoreTel, Inc.• Telephone cabling (Category 3 or better) is terminated on the telephone jack and runs back to the

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 13Rack OverviewA 19-inch data rack, shelf, and modular patch panels can be purchased

ShoreGear IPBX Voice SwitchesB – 14 ShoreTel, Inc.6Ring 6 Blue/Red7 Tip 32 Red/Orange7 Ring 7 Orange/Red8Tip 33Red/Green8Ring 8 Green/Red9 Tip 34 Red/

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 15ShoreGear-12 RJ-21X Telephone and Trunk ConnectorPort Designation Pin Cable Color1T

ShoreGear IPBX Voice SwitchesB – 16 ShoreTel, Inc.— Tip 43 Yellow/Green— Ring 18 Green/Yellow10 Tip 44 Yellow/Brown10 Ring 19 Brown/Yellow— Tip 45 Yel

ShoreGear IPBX Voice SwitchesPlanning and Installation Guide B – 17RJ-11 Telephone and Trunk ConnectorRJ-45 LAN Connector3mm Mono Audio Input and Outp

ShoreGear IPBX Voice SwitchesB – 18 ShoreTel, Inc.RJ-48C T1 and T1 Monitor ConnectorsNOTE When connecting the ShoreGear-T1 to a legacy PBX, you must u

Planning and Installation Guide C – 1APPENDIXCIP Phone ConfigurationShoreTel IP phones are preconfigured by ShoreTel to work in conjunction with your

IP Phone ConfigurationC – 2 ShoreTel, Inc.You can also reboot the ShorePhone-IP100 by pressing four keys simultaneously. The four keys (as illustrated

IP Phone ConfigurationPlanning and Installation Guide C – 3Table C-1 explains the functions of these keys.Menu OptionsThe ShorePhone-IP100 phone menu

System Overview2 – 10 ShoreTel, Inc.Optional ApplicationsTo augment the ShoreTel 6.1 solution, ShoreTel offers conference bridge and contact center ap

IP Phone ConfigurationC – 4 ShoreTel, Inc.ShoreTel Server's address as the telephone's boot server. The settings configured in the telephone

IP Phone ConfigurationPlanning and Installation Guide C – 5You have four seconds to enter the password, after which the phone enters normal operation

IP Phone ConfigurationC – 6 ShoreTel, Inc.a. Check with your system administrator or ShoreTel representa-tive to determine the level of support for a

IP Phone ConfigurationPlanning and Installation Guide C – 7Table C-6 Language IDsThe phone downloads the latest bootROM and firmware from the ShoreTel

IP Phone ConfigurationC – 8 ShoreTel, Inc.Displaying ShorePhone-IP110/210/212k/230/530/560/560g SettingsYou can display the phone’s current IP paramet

Planning and Installation Guide D – 1APPENDIXDEnabling Internet Access toShoreTel Web AccessThis appendix describes how to provide Internet access to

Enabling Internet Access to ShoreTel Web AccessD – 2 ShoreTel, Inc.Installation and ConfigurationThe following sample configuration is based on the Ap

Enabling Internet Access to ShoreTel Web AccessPlanning and Installation Guide D – 3Example 2:########################################################

Enabling Internet Access to ShoreTel Web AccessD – 4 ShoreTel, Inc.

Planning and Installation Guide E – 1APPENDIXEShoreWare Clients on Citrixand Windows Terminal ServersThis appendix describes how to configure Citrix a

System OverviewPlanning and Installation Guide 2 – 11The system's ShoreTel Contact Center Server Software, together with its Interactive Voice Re

ShoreWare Clients on Citrix and Windows Terminal ServersE – 2 ShoreTel, Inc.Step 3 Go to the Windows Control Panel and open the Phone and Modem Optio

ShoreWare Clients on Citrix and Windows Terminal ServersPlanning and Installation Guide E – 3Step 8 Return to the Windows Control Panel and open the P

ShoreWare Clients on Citrix and Windows Terminal ServersE – 4 ShoreTel, Inc.Figure E-4 shows an error message in the Provider Status field and has bla

ShoreWare Clients on Citrix and Windows Terminal ServersPlanning and Installation Guide E – 5Citrix Application ModeCitrix supports two application mo

ShoreWare Clients on Citrix and Windows Terminal ServersE – 6 ShoreTel, Inc.

Planning and Installation Guide F – 1APPENDIXFSession Initiated ProtocolThis chapter provides detailed information about the Session Initiated Protoco

Session Initiated ProtocolF – 2 ShoreTel, Inc.SIP is supported for SIP trunks. SIP trunks will be assigned to a particular switch, like any other trun

Session Initiated ProtocolPlanning and Installation Guide F – 3• ShoreTel IP phones support in-band G711 DTMF signaling. However, out-of-band DTMF is

Session Initiated ProtocolF – 4 ShoreTel, Inc.• A SIP trunk can be a member of a 3-party conference but cannot initiate a 3-way conference (unless the

Session Initiated ProtocolPlanning and Installation Guide F – 5• Multiple registrations of different numbers using the same IP address is not supporte

System Overview2 – 12 ShoreTel, Inc.Advanced Call ManagerThe Advanced Call Manager level provides “presence” information about other users on the syst

Session Initiated ProtocolF – 6 ShoreTel, Inc.ConfigurationConfiguring SIP on your ShoreTel system consists of the following tasks:• Configuring the S

Session Initiated ProtocolPlanning and Installation Guide F – 7Figure F-1 Configuring switch for SIPStep 7 Enter a name for the switch in the Name fie

Session Initiated ProtocolF – 8 ShoreTel, Inc.Step 14 Click the Save button to store your changes.Create a SIP Trunk GroupTo create a new SIP trunk g

Session Initiated ProtocolPlanning and Installation Guide F – 9Step 9 Select the Teleworker check box if the SIP endpoint is not at the same site as t

Session Initiated ProtocolF – 10 ShoreTel, Inc.To configure the outbound options for this trunk group:Step 18 Continue scrolling down to display a wi

Session Initiated ProtocolPlanning and Installation Guide F – 11Step 24 Select the n11 check box to enable telephone service calls, such as directory

Session Initiated ProtocolF – 12 ShoreTel, Inc.Create a SIP TrunkTo create a new SIP trunk, follow the procedure below:Step 1 Launch ShoreWare Directo

Session Initiated ProtocolPlanning and Installation Guide F – 13• Use IP Address - Select this radio button to enter a static IP address. This is reco

Session Initiated ProtocolF – 14 ShoreTel, Inc.

Planning and Installation Guide Glossary – 1GlossaryAdministrator The office manager or IS professional responsible for installing and configuring the

System OverviewPlanning and Installation Guide 2 – 13software and configuration information. Except for a highly reliable fan, the voice switches have

GlossaryGlossary – 2 ShoreTel, Inc.Call Stack The list of calls in ShoreWare Desktop associated with an extension, including active calls and calls th

GlossaryPlanning and Installation Guide Glossary – 3External Call A telephone call directed to or from outside the telephone system, and over the Publ

GlossaryGlossary – 4 ShoreTel, Inc.Outside Caller See Caller.PBX Private Branch Exchange; a term used by telephone companies to indicate equipment tha

GlossaryPlanning and Installation Guide Glossary – 5either term can be used when referring to voice connections from the telephone company.Trunk Hunt

GlossaryGlossary – 6 ShoreTel, Inc.

Planning and Installation Guide I – 1IndexSymbols"Use Flash to Route Calls" check box 14-16#22AWG wire 13-7, B-4Numerics10 Base-T 13-7100 Ba

IndexI – 2 ShoreTel, Inc.audio output 13-8Audio Output (Paging and Night Bell) Cabling13-8Audio tab 18-11Australia, countries supported A-1authenticat

IndexPlanning and Installation Guide I – 3Canada, countries supported A-1canonical format, converting to 6-5canonical format, external numbers 6-4Carr

IndexI – 4 ShoreTel, Inc.Cut-Over Checklist 19-3Cut-Over Coverage 19-4cut-over coveragemonitoring personnel 19-2scheduling on-site team 19-2Cut-Over I

IndexPlanning and Installation Guide I – 5EE1 PRI service 5-13E1 PRI trunks 5-5echo cancellation 9-11echo canceller 8-3echo packets 9-23e-commerce, an

System Overview2 – 14 ShoreTel, Inc.calling party number, and calling name (if the standard is similar to NI2). Inbound calling name is fully supporte

IndexI – 6 ShoreTel, Inc.headsets foragents 8-2operators 8-2supervisors 8-2headsets, for workgroup agents and supervisors8-2heartbeat interval 15-2hea

IndexPlanning and Installation Guide I – 7inter-site calling 14-4IP addressoutside of range 15-5IP address assignment 9-14DHCP server 9-15firewalls wi

IndexI – 8 ShoreTel, Inc.Lucent PBX 14-28MMAC address 16-7MAC Ethernet address 13-7Mail Services Tab 18-16mailbox, purchasing license without phont ex

IndexPlanning and Installation Guide I – 9online documentation 10-6operating humidity 16-9, B-2operating system 17-15operating temperature 16-9, B-2op

IndexI – 10 ShoreTel, Inc.rack mounting instructions 16-5rack overview 13-13, B-13rack space and cabling, plannning B-1rack, standard B-1racks and cab

IndexPlanning and Installation Guide I – 11ShoreGear-120/24 connectors 13-9ShoreGear-120/24 RJ-21X telephone and trunkconnector 13-14ShoreGear-40/8 co

IndexI – 12 ShoreTel, Inc.Spain, supported features 8-6Spanish language license 18-18Spanning Tree protocol 9-11Start bar E-2starting the ShoreWare Ca

IndexPlanning and Installation Guide I – 13Transfer Using Flash feature 14-17trunkaccess codes A-4trunk access code, defaults 6-8trunk cabling B-4Trun

IndexI – 14 ShoreTel, Inc.voice mail, and disk usage 10-3voice mail, SMDI 14-7Voice Over IP, advantages of 9-2voice quality, resultant 9-12voice switc

System OverviewPlanning and Installation Guide 2 – 15ShorePhone-IP110ShorePhone-IP110 telephones are supported by the ShoreGear-120/24, ShoreGear-60/1

TOC – iv ShoreTel, Inc.ShoreTel Converged Conference Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

System Overview2 – 16 ShoreTel, Inc.• Supports basic media encryption for calls inside a ShoreTel network• Supports two-line caller ID display feature

System OverviewPlanning and Installation Guide 2 – 17• Supports 10BaseT, 100BaseT, and 1000BaseT operations• 6 custom buttons that can be used for li

System Overview2 – 18 ShoreTel, Inc.Table 2-1 provides a summary of the ShoreTel 6.1 system capacity. Table 2-1 ShoreTel 6.1 System CapacityComponent

System OverviewPlanning and Installation Guide 2 – 19– Simultaneous calls 40– Busy hour call completion(Analog telephones)480 1 call per minute x 60 m

System Overview2 – 20 ShoreTel, Inc.Extension Monitoring LimitationsNote that there is a limit to the number of extensions that can be monitored, whet

Part II: Conceptual Planning and System Design

Planning and Installation Guide 3 – 1CHAPTER3Planning and System DesignThis chapter guides you through the initial design of your new voice communicat

Planning and System Design3 – 2 ShoreTel, Inc.Determine System TopologyThe ShoreTel 6.1 system has a unique distributed call control software architec

Planning and System DesignPlanning and Installation Guide 3 – 3Even though there are multiple servers, the ShoreTel 6.1 system provides a single image

Planning and Installation Guide TOC – vTrunk Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Planning and System Design3 – 4 ShoreTel, Inc.Step 3 Determine the number of ports for fax machines and modems.Step 4 If you are deploying IP phones

Planning and System DesignPlanning and Installation Guide 3 – 5Figure 3-1 Telephone and Trunk Planning Spreadsheet (Microsoft Excel) Trunk Requirement

Planning and System Design3 – 6 ShoreTel, Inc.Option 4 Fill in the Trunks section of the spreadsheet shown in Figure 3-1 to determine the number of tr

Planning and System DesignPlanning and Installation Guide 3 – 7• The ShoreGear-T1 provides a single T1 PRI interface to the PSTN or legacy PBX system.

Planning and System Design3 – 8 ShoreTel, Inc.

Planning and Installation Guide 4 – 1CHAPTER4Routing CallsThis chapter helps you identify the desired routing for inbound and outbound calls, so that

Routing Calls4 – 2 ShoreTel, Inc.RecommendationsConsider the following recommendations when designing your call flow plan:• Determine how calls should

Routing CallsPlanning and Installation Guide 4 – 3Direct All Calls to an Auto-AttendantYou can direct all inbound calls to the automated attendant, an

Routing Calls4 – 4 ShoreTel, Inc.Calls are presented to the employee with a mailbox that provides coverage. The calling party can dial “0” in the mail

Routing CallsPlanning and Installation Guide 4 – 5Figure 4-1 Auto-Attendant Call Routing

TOC – vi ShoreTel, Inc.Recommendations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Routing Calls4 – 6 ShoreTel, Inc.Direct All Calls to a Live OperatorSome companies choose to answer all inbound calls during business hours with a liv

Routing CallsPlanning and Installation Guide 4 – 7After-Hours Call RoutingIf you route all calls to the operator’s extension, auto-attendant schedulin

Routing Calls4 – 8 ShoreTel, Inc.In this example, after-hours call routing is handled by an auto-attendant in a very similar fashion to the previous e

Routing CallsPlanning and Installation Guide 4 – 9Direct All Calls to ExtensionsShoreTel recommends using Direct Inward Dial (DID) trunks so that call

Routing Calls4 – 10 ShoreTel, Inc.Figure 4-3 Direct Inward Dial Call Routing

Routing CallsPlanning and Installation Guide 4 – 11Blended Call RoutingCommunication systems typically use a mix of automated, live, and DID call rout

Routing Calls4 – 12 ShoreTel, Inc.• Calls are routed directly to the employees using DID and routed through the auto-attendant using Dial by Number an

Routing CallsPlanning and Installation Guide 4 – 13Analyze Outbound Call RoutingIn general, you should have trunks at every site that support both out

Routing Calls4 – 14 ShoreTel, Inc.

Planning and Installation Guide 5 – 1CHAPTER5Trunk Planning and OrderingThis chapter explains the features and functionality of trunks on the ShoreTel

Planning and Installation Guide TOC – viiMultisite Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Trunk Planning and Ordering5 – 2 ShoreTel, Inc.Reviewing and Selecting Trunk TypesTrunks provide a connection from the ShoreTel 6.1 system to a servic

Trunk Planning and OrderingPlanning and Installation Guide 5 – 3Teleworker voice switches. Your organization may already have these installed, and wan

Trunk Planning and Ordering5 – 4 ShoreTel, Inc.Digital Wink-Start TrunksDigital wink-start trunks are supported on the ShoreGear-T1 voice switch. Thes

Trunk Planning and OrderingPlanning and Installation Guide 5 – 5E1 PRI TrunksE1 PRI trunks are supported on the ShoreGear-E1 voice switch. They are fl

Trunk Planning and Ordering5 – 6 ShoreTel, Inc.Understanding Trunk FeaturesThe ShoreTel 6.1 system supports several different trunk types and trunk fe

Trunk Planning and OrderingPlanning and Installation Guide 5 – 7• The calling party may be calling from someone else’s number.Caller ID Number is avai

Trunk Planning and Ordering5 – 8 ShoreTel, Inc.Direct Inward Dial (DID)Direct Inward Dial (DID) allows extensions (users, menus, workgroups, and route

Trunk Planning and OrderingPlanning and Installation Guide 5 – 9Outbound Caller IDThe ShoreTel 6.1 system sends the user’s DID number as the caller ID

Trunk Planning and Ordering5 – 10 ShoreTel, Inc.Ordering Telephone ServiceOnce you have determined the types of trunks you need, you will have to eith

Trunk Planning and OrderingPlanning and Installation Guide 5 – 11Analog ServiceUse the Analog Telephone Service Order form (Figure 5-1) to order analo

TOC – viii ShoreTel, Inc.Dialing the Conference Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Trunk Planning and Ordering5 – 12 ShoreTel, Inc.T1 ServiceUse the T1 Telephone Service Order form (Figure 5-2) to order T1 trunks. Note the following

Trunk Planning and OrderingPlanning and Installation Guide 5 – 13T1 PRI ServiceUse the T1 PRI Telephone Service Order form (Figure 5-3) to order T1 PR

Trunk Planning and Ordering5 – 14 ShoreTel, Inc.

Planning and Installation Guide 6 – 1CHAPTER6Dialing PlanThis chapter provides an overview of the dialing, call routing, and digit-manipulation capabi

Dialing Plan6 – 2 ShoreTel, Inc.Define Digit CollectionWhen someone picks up a telephone in a ShoreTel 6.1 system and begins dialing a telephone numbe

Dialing PlanPlanning and Installation Guide 6 – 3For maximum usability, map extension numbers to the final digits of your DID (if DID is used).NOTE Ex

Dialing Plan6 – 4 ShoreTel, Inc.Step 1 Click Increase Extension Length.Step 2 Specify 3, 4, or 5 digits for the increased length. NOTE After applying

Dialing PlanPlanning and Installation Guide 6 – 5Figure 6-2 Site Edit PageNOTEThe Local Area Code and Additional Local Area Codes set on the Site edit

Dialing Plan6 – 6 ShoreTel, Inc.To define 10-digit dialing:Step 1 Open the Site edit page in ShoreWare Director.Step 2 Click Edit next to the Additio

Dialing PlanPlanning and Installation Guide 6 – 7n11 DialingThe ShoreTel 6.1 system supports “n11” dialing, including 411 (information) and 611 (suppo

Planning and Installation Guide TOC – ixSMDI Protocol Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Dialing Plan6 – 8 ShoreTel, Inc.Dialing from the ShoreWare Call ManagerWhen you dial an external number from the ShoreWare Call Manager application, t

Dialing PlanPlanning and Installation Guide 6 – 9Define Digit ManipulationOnce the route decision has been made, the call is passed to the trunk. The

Dialing Plan6 – 10 ShoreTel, Inc.On-Net DialingShoreTel 6.1 supports On-Net Dialing, an enhancement that allows users to create more flexible dialing

Dialing PlanPlanning and Installation Guide 6 – 11dialing plan were complex and the complexity increased with the number of people and extensions invo

Dialing Plan6 – 12 ShoreTel, Inc.legacy equipment by assigning a new prefix to each new site or to users on the new ShoreTel system.• Legacy integrati

Dialing PlanPlanning and Installation Guide 6 – 13Figure 6-8 Configuring dialing planStep 4 Click on the drop-down menu to the right of the desired di

Dialing Plan6 – 14 ShoreTel, Inc.Figure 6-9 Make sure to back up your system before clicking SaveThe Extension Prefix Warning message lists each site

Dialing PlanPlanning and Installation Guide 6 – 15Adding SitesYou can add the sites via ShoreWare Director before configuring your dialing plan (or al

Dialing Plan6 – 16 ShoreTel, Inc.Once you have created the dialing plan and saved your dialing plan configurations, you can return to the Edit Sites w

Planning and Installation Guide 7 – 1CHAPTER7Network Call RoutingThis chapter provides an overview of call routing, and digit-manipulation capabilitie