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TOC – viii ShoreTel, Inc.
Trunk Activity Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-18
Workgroup Agent Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-22
Workgroup Agent Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-27
Workgroup Service Level Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-30
Workgroup Queue Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-33
WAN Media Stream Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-37
WAN Media Stream Detail Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-39
Account Code Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-41
Account Code Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-44
CDR Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-45
Call Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-46
Enumeration Tables: Use for the Call Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-49
Connect Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-50
Enumeration Tables Used for Connect Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-53
MediaStream Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-56
AgentActivity Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-57
Enumeration Tables Used for AgentActivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-59
QueueCall Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-59
Enumeration Tables Used for QueueCall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-62
QueueStep Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-63
I
NDEX
- !DMINISTRATION'UIDE 1
- 3HORE4EL 1
- Trademarks 2
- Version Information 2
- Company Information 2
- Contents 3
- HAPTER 3: SHORETEL SITES 4
- HAPTER 7: CONFIGURING TRUNKS 4
- HAPTER 10: CONFIGURING USERS 5
- Objectives 9
- Audience 9
- Organization 9
- Documentation Overview 10
- Document Conventions 11
- Preface – xii ShoreTel, Inc 12
- Using ShoreWare Director 13
- Architectural Overview 14
- Multi-level Management 14
- Multi-user Management 15
- Preferences 16
- 1 – 6 ShoreTel, Inc 18
- Figure 1-3 Login Page 18
- Product Registration 19
- Navigation Frame 20
- Getting Help 21
- Data-Entry Frame 22
- Linking to Edit Pages 23
- List Paging 23
- Edit Pages 24
- Getting Started 25
- 1 – 14 ShoreTel, Inc 26
- 1 – 16 ShoreTel, Inc 28
- 1 – 18 ShoreTel, Inc 30
- Setting Up System Parameters 31
- Dialing Plan 32
- 2 – 4 ShoreTel, Inc 34
- Increasing Extension Length 35
- Digit Translation Tables 36
- System Extensions 37
- BOOTP Server 41
- Other Parameters 42
- Languages 43
- Licenses 44
- Extension Licenses 45
- Mailbox Licenses 45
- Multi-Language Licenses 45
- 2 – 16 ShoreTel, Inc 46
- Self-Audited Licenses 47
- Contact Information 48
- Sending Contact Information 49
- 2 – 26 ShoreTel, Inc 56
- ShoreTel Sites 57
- Configuring Sites 58
- 3 – 4 ShoreTel, Inc 60
- 3 – 6 ShoreTel, Inc 62
- Configuring Application 63
- Distributed Voice Mail 64
- Legacy Voice Mail Integration 65
- Adding Application Servers 66
- Voice Mail and Auto-Attendant 68
- Extension List Mapping 70
- Fax Servers 71
- 4 – 10 ShoreTel, Inc 72
- Configuring Conference 73
- 5 – 4 ShoreTel, Inc 76
- 6 – 2 ShoreTel, Inc 78
- Power LED 79
- 6 – 4 ShoreTel, Inc 80
- ShoreGear-60/12 Voice Switch 81
- ShoreGear-40/8 Voice Switch 84
- 6 – 10 ShoreTel, Inc 86
- ShoreGear-T1 Voice Switch 87
- 6 – 12 ShoreTel, Inc 88
- ShoreGear-24 Voice Switch 89
- /ts24/vxwor ks 90
- IPBX-12 Port Voice Switch 92
- Network LEDs 96
- 6 – 22 ShoreTel, Inc 98
- Before You Begin 99
- Switches List Page 99
- Configuring Switches 100
- 6 – 24 ShoreTel, Inc 100
- 6 – 26 ShoreTel, Inc 102
- 6 – 28 ShoreTel, Inc 104
- Parameters 105
- ShoreGear-T1 Configuration 106
- ShoreGear-T1 Parameters 107
- • DMS-100 108
- • National ISDN-2 (NI-2) 108
- Adding a ShoreGear-T1 109
- ShoreGear-E1 Configuration 111
- ShoreGear-E1 Parameters 112
- Adding a ShoreGear-E1 113
- SoftSwitch 114
- 6 – 40 ShoreTel, Inc 116
- Configuring Trunks 117
- Trunk Features 118
- Setting Up Trunks 119
- Add or Edit a Trunk Group 120
- 7 – 6 ShoreTel, Inc 122
- Importing Local Prefixes 126
- Edit DID Range 129
- Edit DNIS Digit Map 129
- Additional Local Area Codes 130
- Nearby Area Codes 131
- Prefix Exceptions 131
- Off-System Extensions 132
- Tandem Trunking 132
- Centrex Flash 133
- Individual Trunks 134
- Add or Edit a Trunk 135
- Configuring IP Phones 137
- Setting IP Address Ranges 138
- IP Phone Address Map 138
- Setting IP Phone Options 140
- Figure 8-4 Edit User Page 143
- Assigning IP Phones by User 144
- Viewing IP Phones 145
- Renaming IP Phones 145
- Deleting and Moving IP Phones 145
- IP Phone State Display 146
- 8 – 12 ShoreTel, Inc 148
- Setting Call Control Options 149
- 9 – 2 ShoreTel, Inc 150
- Account Codes 151
- 9 – 4 ShoreTel, Inc 152
- Hunt Groups 154
- 9 – 8 ShoreTel, Inc 156
- 9 – 10 ShoreTel, Inc 158
- Call Control Options 160
- 9 – 14 ShoreTel, Inc 162
- • Linear (128 Kbps) 163
- • G.711 (64 Kbps)—the default 163
- 9 – 16 ShoreTel, Inc 164
- Paging Groups 165
- Route Points 166
- 9 – 22 ShoreTel, Inc 170
- 9 – 24 ShoreTel, Inc 172
- Configuring Users 173
- Classes of Service 174
- 10 – 6 ShoreTel, Inc 178
- Whisper Page 180
- Call Permissions 183
- 10 – 12 ShoreTel, Inc 184
- Voice Mail Permissions 185
- User Groups 186
- User Group Parameters 187
- 10 – 16 ShoreTel, Inc 188
- Individual Users 189
- 10 – 18 ShoreTel, Inc 190
- Private Numbers 191
- General Information 191
- 10 – 20 ShoreTel, Inc 192
- 10 – 24 ShoreTel, Inc 196
- Personal Options 197
- 10 – 26 ShoreTel, Inc 198
- Call Handling Mode Delegation 200
- FindMe Destinations 203
- Programmable Buttons 205
- Configuration 206
- Details: 209
- 10 – 40 ShoreTel, Inc 212
- System Directory Record 217
- Distribution Lists 217
- Workgroups 218
- Notify Users 219
- Anonymous Telephones 220
- Extension Lists 221
- Paging Through a List 222
- Batch Update Utility 223
- Batch Update 224
- Call Handling Mode Defaults 226
- 10 – 56 ShoreTel, Inc 228
- Configuring Voice Mail 229
- 11 – 2 ShoreTel, Inc 230
- AMIS Voice Mail 232
- Voice Mail Options 233
- Creating AMIS Systems 234
- Figure 11-5 AMIS Edit Page 235
- Disabling AMIS Systems 236
- AMIS Test Mailbox 236
- Configuring the 237
- Auto-Attendant 237
- 12 – 4 ShoreTel, Inc 240
- 12 – 6 ShoreTel, Inc 242
- • On-Hours 244
- • Holiday 244
- • Custom 244
- 12 – 10 ShoreTel, Inc 246
- Configuring Schedules 247
- On-Hours 249
- Holiday Schedule 250
- Custom Schedule 252
- Configuring a Custom Schedule 253
- 13 – 8 ShoreTel, Inc 254
- Configuring Workgroups 255
- Call Queuing 256
- Workgroup Call Managers 256
- 14 – 4 ShoreTel, Inc 258
- Reporting 260
- Workgroup Navigation 261
- Adding and Editing Workgroups 261
- 14 – 8 ShoreTel, Inc 262
- 14 – 10 ShoreTel, Inc 264
- 14 – 12 ShoreTel, Inc 266
- Editing Workgroup Membership 268
- 14 – 16 ShoreTel, Inc 270
- Workgroup Thresholds 271
- 14 – 18 ShoreTel, Inc 272
- Managing the System 273
- Directory 273
- Managing the System Directory 274
- 15 – 2 ShoreTel, Inc 274
- page are as follows: 274
- Data-Entry Fields 275
- Go to This User Link 276
- Maintenance 277
- Quick Look 278
- Maintenance Switches Summary 279
- 16 – 4 ShoreTel, Inc 280
- 16 – 6 ShoreTel, Inc 282
- Switch Maintenance 283
- Link Section 284
- Ports Section 285
- 16 – 10 ShoreTel, Inc 286
- Hunt Groups Section 287
- IP Phone Maintenance 288
- SIP Trunks Section 289
- Details Section 289
- Figure 16-12 appears 290
- Quick Look Server Status Area 292
- Quick Look Server Events 294
- Switch Connectivity 296
- Conference Ports 297
- Event Log 298
- Viewing Event Reports 300
- Services 301
- Event Filters 302
- Using Office Anywhere 305
- Special Considerations 306
- Terminology 308
- Emergency 911 Operations 315
- How 911 Calls Work 316
- Roles and Responsibilities 317
- Feature Operation 318
- Trunk Signaling for 911 Calls 319
- Available Caller ID Options 321
- B – 8 ShoreTel, Inc 322
- Configuring Your System 325
- Figure B-7 Edit User Page 327
- Figure B-9 Switch Edit Page 329
- Figure B-10 Site Edit Page 329
- Call Notification 330
- Figure B-12 911 Event Log 331
- • “000” is used in Australia 332
- • “999” is used in Asia 332
- Additional Recommendations 334
- Call Detail Record Reports 335
- Active CDR Database (CDR.mdb) 336
- Legacy CDR Text Files 336
- CDR Reports 338
- Generating a CDR Report 339
- Interpreting CDR Reports 344
- C – 12 ShoreTel, Inc 346
- User Activity Detail Report 347
- C – 14 ShoreTel, Inc 348
- Trunk Activity Summary Report 350
- Trunk Activity Detail Report 352
- C – 20 ShoreTel, Inc 354
- Calls Included 356
- Workgroup Agent Detail Report 361
- C – 28 ShoreTel, Inc 362
- Call was transferred 363
- C – 30 ShoreTel, Inc 364
- C – 32 ShoreTel, Inc 366
- C – 38 ShoreTel, Inc 372
- Call Included 373
- Account Code Summary Report 375
- C – 42 ShoreTel, Inc 376
- Account Code Detail Report 378
- CDR Database 379
- Call Table 380
- Call Type 383
- Connect Table 384
- PartyType 387
- PartyIDFlag 387
- ConnectReason 388
- Disconnect Reasons 389
- MediaStream Table 390
- AgentActivity Table 391
- QueueCall Table 393
- QueueStep Table 397
- C – 64 ShoreTel, Inc 398
- I – 2 ShoreTel, Inc 400
- I – 4 ShoreTel, Inc 402
- I – 6 ShoreTel, Inc 404
- I – 8 ShoreTel, Inc 406
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