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162 Planning and Installation Guide ShoreTel 14.2
Planning Applications and Services ShoreTel Enterprise Contact Center Solution
8
Class of Service must be configured in ShoreWare Director. If you do not have an IP phone, the
feature can also be used from the soft button “join” on an analog phone, in conjunction with ShoreTel
Communicator. The conference ports must also be reserved on the ShoreTel Voice Switch. The Make
Me conference feature does not require ShoreTel Conferencing Services or a ShoreTel Converged
Conference Bridge.
ShoreTel Enterprise Contact Center Solution
If you purchased the ShoreTel Enterprise Contact Center Solution, you must configure an appropriate
number of route points with adequate call stacks. Route points are a licensed feature. Ensure that you
have sufficient licenses to support your planned deployment.
For information on route points, see the ShoreTel System Administration Guide. For information on the
ShoreTel Enterprise Contact Center Solution, please review the ShoreTel Enterprise Contact Center
Solution Installation Guide and the ShoreTel Enterprise Contact Center Solution Administration Guide.
- Planning and Installation 1
- ShoreTel 14.2 1
- Table of Contents 10
- Objectives 15
- Audience 15
- Organization 15
- Documentation Overview 15
- Software Documentation 16
- Hardware Documentation 16
- User Documentation 16
- Release Notes 16
- Online Knowledge Base 16
- Document Conventions 17
- Preface Document Conventions 18
- Getting Started 19
- Assembling the Team 20
- Phase 6: Cut-Over 24
- Planning and System Design 25
- Network Assessment 26
- Determine System Topology 27
- Teleworker Sites 28
- Telephone Requirements 28
- Trunk Requirements 30
- WAN Connections 31
- Failover 31
- System Capacity 32
- BHCC Call Volume 38
- BHCA Call Volume 38
- IP phones 39
- Real Time Capacity 40
- You would have room to spare: 41
- 16 + 24 + 20 = 60 41
- Network Requirements and 43
- Quality Voice 45
- Bandwidth Requirements 46
- Jitter for Voice Switches 47
- Packet Loss 48
- Bandwidth Management 48
- Virtual LANs 49
- Wide Area Network 49
- Client Bandwidth 49
- Spanning Tree Protocol 50
- Echo Cancellation 51
- WAN Technology Choices 52
- IP Address Assignment 54
- Time Services 59
- Virtual Private Network (VPN) 59
- Tunneling 60
- Performance 61
- Firewalls 62
- Media Encryption 63
- Example Network Topologies 65
- Figure 4: Multisite Options 66
- Setting Admission Control 70
- Routing Calls 71
- Trunk Considerations 74
- After-Hours Call Routing 75
- Blended Call Routing 80
- Analyze Outbound Call Routing 83
- Trunk Planning and Ordering 85
- Inbound calls 88
- Outbound calls 88
- Caller ID number 88
- Caller ID name 88
- Caller ID blocking 88
- Digital Loop-Start Trunks 89
- Digital Wink-Start Trunks 90
- BRI Trunks 91
- T1 PRI Trunks 91
- E1 PRI Trunks 92
- Understanding Trunk Features 93
- Caller ID Number 94
- Caller ID Name 95
- Direct Inward Dial (DID) 95
- Outbound Caller ID 96
- Tandem Trunking 97
- Tie Trunks 97
- Ordering Telephone Service 98
- T1 Service 99
- T1 PRI Service 100
- Ordering Service 101
- E1 PRI Service 101
- Dialing Plan 103
- Overview 104
- Digit Collection Rules 106
- Configuring External Numbers 107
- Defining 10-digit dialing 108
- International Dialing 109
- 911 Dialing 109
- Define Digit Manipulation 110
- On-Net Dialing 112
- Benefits of On-Net Dialing 113
- Configuration 114
- On-Net Dialing Dialing Plan 115
- Adding Sites 116
- Figure 19: Add a new site 117
- Quick Reference of Star Codes 118
- Trunk Star Codes 120
- Network Call Routing 121
- Define Network Call Routing 122
- Account Codes 124
- Trunk Availability 125
- Defining Trunk Services 126
- Defining Admission Control 126
- Planning Applications and 129
- Services 129
- Call Permissions 132
- Distributed Voice Mail 132
- Escalation Notifications 133
- Mailbox Full Notifications 134
- AMIS Protocol Support 134
- SMDI Protocol Support 135
- Find Me Call Handling 135
- Call Sender 136
- Planning Fax Handling 137
- Goes to an Auto-Attendant 138
- Goes to an Operator 138
- Using a Fax Server 139
- Fax Server Requirements 140
- Network Requirements 140
- PSTNPSTN 141
- Private Numbers 145
- Auto Attendant 146
- Call Handling Delegation 147
- ShoreTel Communicator for Mac 148
- ShoreTel Communicator for Web 148
- Bridged Call Appearances 149
- Hunt Groups 149
- Hunt Group Busy State 150
- Configurable Hunting 150
- Hunt Group Applications 150
- Backup Routing for Workgroup 151
- Pickup Groups 152
- Workgroups 153
- Agent Multiplicity 154
- Call Monitor and Barge In 154
- Enterprise Telephony Features 157
- File-Based Music on Hold 158
- Overhead Paging 159
- Multi-site Paging Groups 159
- Night Bell 160
- Intercom 160
- Make Me Conferencing 161
- Telephone Planning and 163
- Ordering 163
- Recommendations 164
- ShoreTel IP Phones 166
- Analog Phone Requirements 168
- Fax Machines and Modems 171
- Server Requirements 173
- General Recommendations 175
- SBE Requirements 180
- SBE 100 Requirements 181
- VMware Software Requirements 184
- Virtual Desktop Services 184
- ShoreTel 14.2 and later 185
- Hard Disk Requirements 187
- Voicemail Utilization 188
- Call Detail Records 188
- Log Files 188
- Server IP Address 189
- DHCP on the ShoreTel Server 189
- Application Server Role 190
- Installing SMTP 191
- HTTP Logging 196
- Logging Tools 196
- Request Monitor 196
- Tracing 196
- Additional Considerations 197
- Communicator Client 198
- 32-Bit: 198
- 64-Bit: 198
- ShoreTel Server Installation 201
- Checking Server Compatibility 203
- Headquarters Server Software 204
- Backing up a ShoreTel Server 205
- Figure 37: Create Task 207
- 13. Click OK 209
- Option 3. VMWare 210
- Automatic Registration 214
- Internet Registration 214
- Email Registration 215
- Installing License Keys 216
- Obtaining Licenses 217
- Upgrading the DVS Software 219
- Installing the DVS Software 219
- Verifying the Installation 221
- Server Operating System 222
- 2008 R2 64-bit 224
- Upgrading the Uboot Version 224
- 2008 R2 32-bit or 64-bit 225
- CDR database 226
- Configuration database 226
- WebBridge database 226
- 2012 64-bit 229
- Windows 2012 64-bit 230
- Config 237
- WebBridge 237
- Site Requirements and 243
- Preparation 243
- Voice Switch Requirements 244
- Input Power 245
- Power and Heat Dissipation 246
- Environmental Requirements 247
- Reliability and Availability 247
- Memory and Processing 249
- Connectors 249
- Power Cabling 250
- Ethernet Cabling 250
- IP Phone Cabling 250
- Racks and Cabling 252
- Rack Overview 253
- Installing ShoreTel Voice 255
- Switches 255
- Planning 256
- Installing the Retainer 258
- Default Configurations 258
- Installing a Virtual Device 261
- User ID: root 262
- Password: ShoreTel 262
- Reference 263
- Regulatory Compliance 264
- Physical Specifications 264
- General Specifications 265
- IP Phone Installation 267
- Setting IP Address Ranges 269
- Implementing LLDP-MED 270
- Implementing IEEE 802.1x 271
- DHCP Settings 272
- Installing ShoreTel IP Phones 272
- On the IP420, press # 276
- Resetting a ShoreTel IP Phone 278
- Desktop Requirements 281
- Hardware Requirements 282
- Software Requirements 285
- .NET Framework 286
- Microsoft Outlook Integration 286
- Desktop Installation 289
- Notifying Users via Email 290
- Installation Procedure 291
- .NET Installation 292
- 64-bit Platform Support 292
- Manual Installation 292
- Automated Setup 293
- Deployment 293
- Figure 48: Click the Link 297
- Figure 50 298
- Voice Mail Integration 300
- Configuring Instant Messaging 302
- Configuring IM 303
- User Licensing 304
- Purchasing User Licenses 305
- Language Licenses 305
- License Control 305
- ShoreTel Integration with 307
- External Applications 307
- Uploading Public Contacts 309
- Prerequisites 310
- On 64-bit systems: 311
- 0 = Exchange server 2007 312
- 1 = Exchange server 2010 312
- Importing Personal Contacts 316
- Placing the CSV or XML File 317
- Viewing Imported Contacts 317
- CSV File Properties 319
- Contact Header Record 320
- CSV File Examples 321
- XML File Properties 322
- XML File Example 325
- Installing the STI 326
- Installing the TSP Package 327
- Legacy Integration 329
- Legacy PBX 331
- Coordinated Dialing 332
- Coordinated Dialing Plan 333
- PSTN Services 334
- Multi-Site Integration 334
- Single Site Integration 334
- Consolidated Long Distance 335
- Message desk number: 1-999 338
- COM Port Setup 339
- Analog Trunk Port Setup 340
- Digit Translation 341
- Creating a Trunk Group 346
- Creating Trunks 347
- Creating a User Group 350
- Adding an Individual User 351
- PBX link 352
- System Requirements 353
- Connection Cable 354
- Trunk Configuration 355
- Creating a New Trunk Group 356
- Cut-Over 359
- Cut-Over Requirements 360
- Cut-Over Implementation 360
- Basic Cut-Over Checklist 361
- Trunking Cut-Over 361
- Cut-Over of Remaining Devices 362
- Cut-Over Coverage 362
- Cut-Over Worksheet 363
- Cut-Over Cut-Over Worksheet 364
- Training 365
- Training Materials 366
- End-User Training 366
- Operator Training 367
- Workgroup Training 367
- System Administrator Training 368
- APPENDIX 369
- International Planning and 369
- Installation 369
- Software and Feature Support 370
- Language Packs 370
- Impedances 372
- Dialing Plan Considerations 373
- Carrier Codes 374
- Regulatory and Safety 377
- Information 377
- Agency Approvals 378
- United States 379
- European Union 379
- Restricted Access Location 380
- WEEE Information 380
- Important Safety Instructions 380
- Electrical Safety 381
- Installing Communicator on 383
- Citrix and Windows Servers 383
- XenApp Support Considerations 384
- Citrix XenApp Restrictions 385
- Windows Server Restrictions 385
- 64-bit Platforms 386
- Terminal Server 388
- Session Initiation Protocol 391
- General SIP Comments 392
- Foreign Language Support 393
- General Feature Limitations 393
- Reverse Proxy Servers for 395
- ShoreTel Communicator on 395
- Reverse Proxy Settings 396
- Windows Server 402
- Example Script 405
- Checklist 409
- Test 410
- ShoreTel Voice Switches 411
- Switch Models 413
- Capacity 414
- Call Load 415
- Compact Flash Memory 415
- Media Support 415
- SIP support 415
- ShoreTel IPBX Voice Switches 416
- ShoreTel 90 Voice Switch 416
- Power LED 417
- Network LEDs 418
- ShoreTel 90 Connectors 419
- ShoreTel 90BRI Voice Switch 420
- ShoreTel 90BRI Connectors 423
- ShoreTel 50 Voice Switch 425
- ShoreTel 50 Connectors 427
- ShoreTel 30 Voice Switch 429
- ShoreTel 30 Connectors 431
- ShoreTel 30BRI Voice Switch 433
- ShoreTel 30BRI Connectors 435
- 4 RJ-45 T1 telco port 436
- ShoreTel 220T1 Voice Switch 437
- Status LED 439
- Monitor and Telco LEDs 439
- ShoreTel 220T1A Voice Switch 440
- LED Descriptions 441
- ShoreTel 220T1A Connectors 443
- ShoreTel-220E1 Voice Switch 444
- ShoreTel-220E1 Connectors 447
- ShoreTel T1k Voice Switch 448
- ShoreTel E1k Voice Switch 451
- ShoreTel E1k Connectors 454
- ShoreTel 90V Voice Switch 455
- ShoreTel 90V Connectors 457
- ShoreTel 90BRIV Voice Switch 459
- ShoreTel 90BRIV Connectors 462
- ShoreTel 50V Voice Switch 463
- ShoreTel 50V Connectors 465
- ShoreTel 120 Voice Switch 467
- Switch Port LEDs 468
- ShoreTel 120 Connectors 470
- ShoreTel 24A Voice Switch 471
- ShoreTel 24A Connectors 474
- ShoreTel 60 Voice Switch 475
- ShoreTel 60 Connectors 478
- ShoreTel 40 Voice Switch 479
- Switch Capacity 479
- ShoreTel 40 Connectors 482
- ShoreGear- T1 483
- Specification – IPBX Switches 486
- IPBX-24 Connectors 488
- T1 and E1 LEDs 491
- Glossary 493
- End User 494
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