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PrefacePreface – x ShoreTel, Inc.Documentation OverviewThe ShoreTel system is documented as described in the following sections.System DocumentationTh

Configuring Switches6 – 24 ShoreTel, Inc.The Switches list page includes information about the ShoreGear switches that are configured at your site. To

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 25The table columns on the Switches list page are as follows:Name This is the name of the sw

Configuring Switches6 – 26 ShoreTel, Inc.ShoreGear-120/24, 60/12, 40/8 ConfigurationThis section explains how to add new switches to your ShoreTel sys

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 27IP Address This is the switch’s IP address. If your DHCP/ BOOTP server is running, click F

Configuring Switches6 – 28 ShoreTel, Inc.The switch port graphical view appears at the bottom of the ShoreGear-120/24, -60/12, and -40/8 edit pages. T

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 29ParametersThe parameters that appear on the Port edit page are as follows:In addition, the

Configuring Switches6 – 30 ShoreTel, Inc.Step 7 If the switch will be used to support Make Me conferencing, select the ports you want to dedicate to c

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 31ShoreGear-T1 ParametersDescriptions for the parameters that appear on the ShoreGear-T1 Swi

Configuring Switches6 – 32 ShoreTel, Inc.Type This determines the type of signaling the ShoreGear-T1 will facilitate: T1, T1 PRI User, T1 PRI Network,

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 33Adding a ShoreGear-T1To add a switch to the ShoreTel system or edit an existing switch con

PrefaceShoreTel 6.1 Administration Guide Preface – xiRelease NotesThe release notes listed below provide information about new releases and new featur

Configuring Switches6 – 34 ShoreTel, Inc.Step 5 Determine the type of service the ShoreGear-T1 switch will provide by clicking either the T1, T1 PRI U

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 35ShoreGear-E1 ConfigurationThe ShoreGear-E1 Switch edit page is shown in Figure 6-13.Figure

Configuring Switches6 – 36 ShoreTel, Inc.ShoreGear-E1 ParametersDescriptions for parameters that appear on the ShoreGear-E1 Switch edit page follow:Na

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 37Adding a ShoreGear-E1To add a switch to the ShoreTel system or edit an existing switch con

Configuring Switches6 – 38 ShoreTel, Inc.If your DHCP/ BOOTP server is not running, enter the switch’s IP address manually in the IP Address field and

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 39Replacing a ShoreGear Voice SwitchIf you need to replace a voice switch, the following pro

Configuring Switches6 – 40 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 7 – 1CHAPTER7Configuring TrunksThis chapter provides instructions for configuring trunk groups and trunks from Shore

Configuring Trunks7 – 2 ShoreTel, Inc.Table 7-1 Voice Switches and Trunk TypesTrunk FeaturesThe ShoreTel system supports several trunk types and trunk

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 3• Yes (CO)—This feature is provided by the central office (CO) rather than the ShoreTel syste

PrefacePreface – xii ShoreTel, Inc.

Configuring Trunks7 – 4 ShoreTel, Inc.Add or Edit a Trunk GroupTo add a new trunk group, on the Trunk Groups list page, specify a site from the Add ne

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 5Figure 7-2 Trunk Group Edit Page

Configuring Trunks7 – 6 ShoreTel, Inc.The parameters are defined as follows:Name This is the name of the new or existing trunk group.Site The Name of

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 7DID When DID is checked, click Edit DID Range to add or edit the DID Range as well as view th

Configuring Trunks7 – 8 ShoreTel, Inc.NOTE Inbound calls first try to match a DNIS entry, then a DID entry, followed by an Extension entry, and finall

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 9• Easy Recognizable Codes (ERC) (e.g., 800, 888, 900)—Click this check box to enable services

Configuring Trunks7 – 10 ShoreTel, Inc.NOTE ShoreTel does not apply inbound digit treatment to digit strings beginning with a trunk access code (such

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 11If a local prefix list already exists, the Local Prefix list page appears as shown in Figure

Configuring Trunks7 – 12 ShoreTel, Inc..Figure 7-7Saving the CSV FileTo export a prefix list:Step 1 Click Go to Local Prefixes List from the Trunk edi

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 13Edit DID RangeTo set a DID range, click Edit DID Range from the appropriate Edit Trunk Group

ShoreTel 6.1 Administration Guide 1 – 1CHAPTER1Using ShoreWare DirectorThis chapter provides information about using ShoreWare Director. Sections in t

Configuring Trunks7 – 14 ShoreTel, Inc.Figure 7-11 Selecting a DestinationYou can also select an off-system extension to which calls will be routed. F

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 15Nearby Area CodesTo configure nearby area codes, click the associated button on the Trunk Gr

Configuring Trunks7 – 16 ShoreTel, Inc.Off-System ExtensionsIf you are using off-system extensions, you can list them by clicking the Edit button on t

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 17Centrex FlashCentrex Flash can be programmed on one of the custom buttons, allowing users to

Configuring Trunks7 – 18 ShoreTel, Inc.Individual TrunksThis section explains how to configure individual trunks once you have created the associated

Configuring TrunksShoreTel 6.1 Administration Guide 7 – 19Add or Edit a TrunkWhether you choose to add a new trunk or edit an existing trunk, the Trun

Configuring Trunks7 – 20 ShoreTel, Inc.ParametersThe parameters on the Trunks edit page (for SIP trunks) are as follows:Site This is the name of the s

ShoreTel 6.1 Administration Guide 8 – 1CHAPTER8Configuring IP PhonesThis chapter explains how to:• Set IP address ranges• Configure IP phones as telew

Configuring IP Phones8 – 2 ShoreTel, Inc.Setting IP Address RangesIf your system consists of more than one site (Headquarters), you must define an IP

Configuring IP PhonesShoreTel 6.1 Administration Guide 8 – 3To edit the IP address range for a site:Step 1 From the Site column on the IP Address Map

Using ShoreWare Director1 – 2 ShoreTel, Inc.Figure 1-1 ShoreWare Director Individual Users List PageArchitectural OverviewThe main ShoreWare server ho

Configuring IP Phones8 – 4 ShoreTel, Inc.Setting IP Phone OptionsTo set IP phone options such as passwords and configuration switches, click the Optio

Configuring IP PhonesShoreTel 6.1 Administration Guide 8 – 5Adding Individual IP Phones UsersThere are two ways to add IP phone users to the system. T

Configuring IP Phones8 – 6 ShoreTel, Inc.Step 3 Enter the information for the first user you wish to add.For information on user settings, see Chapter

Configuring IP PhonesShoreTel 6.1 Administration Guide 8 – 7Step 9 From Add New User at Site, select the site for the new users. Figure 8-4 Edit User

Configuring IP Phones8 – 8 ShoreTel, Inc.Assigning IP Phones by UserYou can also assign IP phones through the Edit User page, one user at a time. You

Configuring IP PhonesShoreTel 6.1 Administration Guide 8 – 9Viewing IP PhonesTo view the IP phones on the system:Step 1 Click IP Phones > Individua

Configuring IP Phones8 – 10 ShoreTel, Inc.NOTE If you wish to add the IP phone back into the system, you must reboot the IP phone. It will be reconfig

Configuring IP PhonesShoreTel 6.1 Administration Guide 8 – 11Displaying ShorePhone-IP110/210/212k/230/530/560/560g SettingsYou can display the phone’s

Configuring IP Phones8 – 12 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 9 – 1CHAPTER9Setting Call Control OptionsThis chapter provides information about configuring the system-wide call co

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 3Multi-user ManagementShoreWare Director allows simultaneous access to ShoreWare Directo

Setting Call Control Options9 – 2 ShoreTel, Inc.Clicking the Call Control link in the navigation frame provides access to other Call Control selection

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 3Account CodesAccount codes are typically used to assist ShoreTel users in the billi

Setting Call Control Options9 – 4 ShoreTel, Inc.When account code collection is enabled or required for a user group, calls placed via the telephone o

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 5Adding and Editing Account CodesTo configure the account code wildcard feature foll

Setting Call Control Options9 – 6 ShoreTel, Inc.Step 4 Click on the New button. A window appears (as shown below) that will allow you to enter the nam

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 7Hunt groups allow a call to be offered to a limited set of user extensions with no

Setting Call Control Options9 – 8 ShoreTel, Inc.Figure 9-5 Configuring Hunt GroupsFields are defined as follows:Name This is the name of the hunt grou

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 9Backup Extension This is the backup extension of the hunt group. If the hunt group

Setting Call Control Options9 – 10 ShoreTel, Inc.Distribution Pattern Click either Top Down or Simultaneous. Top Down hunts sequentially through the o

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 11Setting the Hunt Group to BusyUsers with correct permissions can set the hunt grou

Using ShoreWare Director1 – 4 ShoreTel, Inc.Table 1-1 on page 1-4 gives example phone numbers for all the countries supported by ShoreWare Director.Ta

Setting Call Control Options9 – 12 ShoreTel, Inc.Call Control OptionsSet the general call control options from the Call Control Options page, as shown

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 13placed from any extension, each switch is able to route the call to the correct Sh

Setting Call Control Options9 – 14 ShoreTel, Inc.Park Timeout after NNNNNN secondsYou can set how long a call will remain on park before the call retu

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 15FAX and Modem Calls This drop-down list lets you select the type of encoding used

Setting Call Control Options9 – 16 ShoreTel, Inc.This lets you manage trunk-to-trunk transfers when the Allow Trunk-to-Trunk Transfer parameter is ena

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 17Paging GroupsAs an alternative to an in-house paging system, you can designate gro

Setting Call Control Options9 – 18 ShoreTel, Inc.The fields on the Paging Groups edit page are:Route PointsRoute points allow third-party applications

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 19Then click Add new to invoke the Route Point edit page (shown in Figure 9-10).Figu

Setting Call Control Options9 – 20 ShoreTel, Inc.ParametersThe parameters that appear on the Route Point edit page are as follows:Name This is the nam

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 21Mailbox (server) This provides the route point with a mailbox on the associated se

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 5The parameters that you can set on the page shown in Figure 1-2 are described here:In a

Setting Call Control Options9 – 22 ShoreTel, Inc.Recorded Name The Record, Play, Enter, and Import buttons let you record a name for the route point.

Setting Call Control OptionsShoreTel 6.1 Administration Guide 9 – 23Always Destination—When the Always call forward condition is selected, calls are f

Setting Call Control Options9 – 24 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 10 – 1CHAPTER10Configuring UsersThis chapter provides information about configuring user parameters. The sections in

Configuring Users10 – 2 ShoreTel, Inc.The Users link in the navigation frame, shown in Figure 10-1, gives you access to the Individual Users, User Gro

Configuring UsersShoreTel 6.1 Administration Guide 10 – 3Telephony Features PermissionsThis section describes the classes of service that you configur

Configuring Users10 – 4 ShoreTel, Inc.ParametersThe parameters on the Telephony Features Permissions edit page are as follows: Name This lets you spec

Configuring UsersShoreTel 6.1 Administration Guide 10 – 5Allow Make Hunt Group BusyIf granted, this permission allows the user to busy out a hunt grou

Configuring Users10 – 6 ShoreTel, Inc.Barge In Barge In permits one party to join an existing call as a fully conferenced participant. When barge in i

Configuring UsersShoreTel 6.1 Administration Guide 10 – 7Scope Scope allows you to set a general permission level. Levels are presented from the most

Using ShoreWare Director1 – 6 ShoreTel, Inc.LoginTo access ShoreWare Director, you must enter its Uniform Resource Locator (URL) in your web browser’s

Configuring Users10 – 8 ShoreTel, Inc.NOTE The Silent Monitor field has been removed from this page. For an equivalent parameter, see the Enable Monit

Configuring UsersShoreTel 6.1 Administration Guide 10 – 9• To receive a Whisper Page call, the internal user must be on an IP210, IP212k, IP230, IP530

Configuring Users10 – 10 ShoreTel, Inc.Step 5 The Class of Service window appears, as shown below. Figure 10-4 Enable Whisper PageNOTEThere is no sepa

Configuring UsersShoreTel 6.1 Administration Guide 10 – 11Call PermissionsThis section describes the classes of service that configured in the Call Pe

Configuring Users10 – 12 ShoreTel, Inc.Restrictions The Restrictions and Permissions listed are applied in addition to the Scope setting. The comma-se

Configuring UsersShoreTel 6.1 Administration Guide 10 – 13Voice Mail PermissionsThis section describes the classes of service that you configure from

Configuring Users10 – 14 ShoreTel, Inc.User GroupsConfiguring user groups is the second step in configuring users. The User Groups page, shown in Figu

Configuring UsersShoreTel 6.1 Administration Guide 10 – 15When you click Add new or click the name of an existing user group from the User Groups page

Configuring Users10 – 16 ShoreTel, Inc.Simplified Message Desk Interface ModeSelect from None, External Voice Mail, or ShoreTel Voice Mail. Select Ext

Configuring UsersShoreTel 6.1 Administration Guide 10 – 17Individual UsersConfiguring individual users is the final step in setting up user parameters

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 7Step 2 Click Login to log in or click Cancel to re-enter your user ID and password.NOTE

Configuring Users10 – 18 ShoreTel, Inc.To add or edit a user’s profile from the Edit User page, shown in Figure 10-10, fill out the four tabs—General

Configuring UsersShoreTel 6.1 Administration Guide 10 – 19Private NumbersUsers can have private numbers that are not listed in the System Directory or

Configuring Users10 – 20 ShoreTel, Inc.Number This is the work number for the user. The number defaults based upon a cookie that is locally stored sin

Configuring UsersShoreTel 6.1 Administration Guide 10 – 21PSTN Failover Select from None, DID, or a specific phone number. When a specific phone numbe

Configuring Users10 – 22 ShoreTel, Inc.Current Port This field indicates the user’s current switch port. This shows you which switch port the user has

Configuring UsersShoreTel 6.1 Administration Guide 10 – 23Client Type The client types enable assignment of various levels of permissions for users us

Configuring Users10 – 24 ShoreTel, Inc.Voice Mail Password This is the password that a user uses when logging in to his or her voice mailbox from the

Configuring UsersShoreTel 6.1 Administration Guide 10 – 25Personal OptionsTo configure new and existing users’ personal options, click the Personal Op

Configuring Users10 – 26 ShoreTel, Inc.Ring Type Select from the drop-down list of ring types. Automatic Off-Hook Preference Select the speakerphone o

Configuring UsersShoreTel 6.1 Administration Guide 10 – 27Delegation You have the option of delegating the call handling management to one or more oth

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

Using ShoreWare Director1 – 8 ShoreTel, Inc.After you have registered ShoreWare Director, the Quick Look page (shown in Figure 1-5) appears in the bro

Configuring Users10 – 28 ShoreTel, Inc.Call Handling Mode DelegationFigure 10-12 Call Handling Mode Delegation Edit PageYou can permit call handling c

Configuring UsersShoreTel 6.1 Administration Guide 10 – 29automatically deleted, as an option. The target mailbox for forwarded messages may be any us

Configuring Users10 – 30 ShoreTel, Inc.ParametersThe parameters on the Voice Mail Delivery and Notifications page are as follows:Email Delivery Select

Configuring UsersShoreTel 6.1 Administration Guide 10 – 31FindMe DestinationsFindMe destinations allow users to set two phone numbers as forwarding de

Configuring Users10 – 32 ShoreTel, Inc.When you click the FindMe Destinations link on the Personal Options page, the FindMe Destinations page appears

Configuring UsersShoreTel 6.1 Administration Guide 10 – 33Programmable ButtonsAn administrator or user can change the functions associated with the cu

Configuring Users10 – 34 ShoreTel, Inc.ConfigurationTo configure programmable buttons via ShoreWare Director, follow the procedure below:Step 1 Launch

Configuring UsersShoreTel 6.1 Administration Guide 10 – 35Step 3 Click on the Users link and then the Individual Users link to display the list of use

Configuring Users10 – 36 ShoreTel, Inc.To enable a user to configure the programmable buttons on his or her IP212k/230/530/560/560g phone, follow the

Configuring UsersShoreTel 6.1 Administration Guide 10 – 37Figure 10-17 Enabling customization of IP phone buttonsStep 6Enter a name for the Class of S

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 9Figure 1-6 ShoreWare Director LayoutClicking a link further expands the list or takes y

Configuring Users10 – 38 ShoreTel, Inc.To change the custom buttons on your IP 212k/230/530/560/560g phone or BB24 via the telephone interface, follo

Configuring UsersShoreTel 6.1 Administration Guide 10 – 39Step 3 Click on the Users link and then the Individual Users link to display the list of use

Configuring Users10 – 40 ShoreTel, Inc.if you do not want the monitoring party to know who the moni-tored party is talking to.1• Show Only When Ringin

Configuring UsersShoreTel 6.1 Administration Guide 10 – 41Monitor) show the number of calls on a user's stack but do not show who the user is tal

Configuring Users10 – 42 ShoreTel, Inc.Bridged Call Appearances (BCA)The Bridged Call Appearances (BCA) feature provides "bridged" informati

Configuring UsersShoreTel 6.1 Administration Guide 10 – 43Another benefit of the new BCA feature is that an outbound caller-id can be associated with

Configuring Users10 – 44 ShoreTel, Inc.A window similar to the one shown below appears:Figure 10-20 Configuring details associated with new BCAStep 6E

Configuring UsersShoreTel 6.1 Administration Guide 10 – 45System Directory RecordWhen you add a new user to the system, a user entry is automatically

Configuring Users10 – 46 ShoreTel, Inc.Figure 10-22 Edit User Page (Distribution Lists Tab)WorkgroupsThe Workgroups tab on the Edit User page lets you

Configuring UsersShoreTel 6.1 Administration Guide 10 – 47Notify UsersThe Notify Users page, shown in Figure 10-24, enables you to notify users that t

Using ShoreWare Director1 – 10 ShoreTel, Inc.Logging OffTo log off from ShoreWare Director, click the Logoff <user_name> link in the navigation

Configuring Users10 – 48 ShoreTel, Inc.Anonymous TelephonesAnonymous telephones provide flexibility to the ShoreTel system by making additional ports

Configuring UsersShoreTel 6.1 Administration Guide 10 – 49Extension ListsThe Extension Lists list page is shown in Figure 10-26. Extension lists are l

Configuring Users10 – 50 ShoreTel, Inc.Paging Through a ListWhen a list becomes too long to display entirely on one page, you can page through the lis

Configuring UsersShoreTel 6.1 Administration Guide 10 – 51Batch Update UtilityUnder System Parameters, the Batch Update Utility option helps you make

Configuring Users10 – 52 ShoreTel, Inc.Batch UpdateThe Batch Update Utility allows you to find a set of users and globally change certain parameters (

Configuring UsersShoreTel 6.1 Administration Guide 10 – 53users from the right list, add all users (move all) from the left list, and remove all users

Configuring Users10 – 54 ShoreTel, Inc.Call Handling Mode DefaultsCall Handling Mode Defaults are the set of call handling parameters assigned each ti

Configuring UsersShoreTel 6.1 Administration Guide 10 – 55bring up variants of the call handling mode pages. You can edit these copies for each user’s

Configuring Users10 – 56 ShoreTel, Inc.Personal Assistant Each user can specify a Personal Assistant, which is the destination to which a calling part

ShoreTel 6.1 Administration Guide 11 – 1CHAPTER11Configuring Voice MailThis chapter provides information about configuring the voice mail system, incl

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 11Linking to Edit PagesList pages provide a way to navigate to individual records for th

Configuring Voice Mail11 – 2 ShoreTel, Inc.Figure 11-1 Voice Mail System Distribution Lists PageThe columns in the System Distribution List page are a

Configuring Voice MailShoreTel 6.1 Administration Guide 11 – 3ParametersThe parameters on the System Distribution List edit page (Figure 11-2) are des

Configuring Voice Mail11 – 4 ShoreTel, Inc.AMIS Voice MailThe ShoreTel system sends and receives voice mail messages to and from legacy voice mail sys

Configuring Voice MailShoreTel 6.1 Administration Guide 11 – 5AMIS RestrictionsSome restrictions are placed on AMIS voice messages. You should be awar

Configuring Voice Mail11 – 6 ShoreTel, Inc.The following set global AMIS parameters: NOTE The Voice Mail application will automatically remove silence

Configuring Voice MailShoreTel 6.1 Administration Guide 11 – 7Figure 11-5 AMIS Edit PageThe following section describes the AMIS edit page parameters.

Configuring Voice Mail11 – 8 ShoreTel, Inc.Disabling AMIS SystemsYou can disable AMIS systems globally or by individual connections. Individual AMIS s

ShoreTel 6.1 Administration Guide 12 – 1CHAPTER12Configuring theAuto-AttendantThis chapter provides information about configuring the auto-attendant.

Configuring the Auto-Attendant12 – 2 ShoreTel, Inc.MenusThe auto-attendant Menus page is where you begin the configuration to add a new auto-attendant

Configuring the Auto-AttendantShoreTel 6.1 Administration Guide 12 – 3Adding and Editing an Auto-Attendant MenuTo add a new or edit an existing auto-a

Using ShoreWare Director1 – 12 ShoreTel, Inc.Edit PagesEdit pages include user interface controls that let you view and change individual system param

Configuring the Auto-Attendant12 – 4 ShoreTel, Inc.Language Select a language from the drop-down list. This is the language that will be used by the a

Configuring the Auto-AttendantShoreTel 6.1 Administration Guide 12 – 5NOTE Prompts on the ShoreTel system can be imported into the system using µ-law,

Configuring the Auto-Attendant12 – 6 ShoreTel, Inc.Configuring an Auto-Attendant MenuTo configure an auto-attendant menu from the Menus page:Step 1 En

Configuring the Auto-AttendantShoreTel 6.1 Administration Guide 12 – 7Step 3 If the menu will be associated with a DID number, check the DID check box

Configuring the Auto-Attendant12 – 8 ShoreTel, Inc.Step 15 Select an action from the Invalid Entry drop-down list, and select an extension from its ex

Configuring the Auto-AttendantShoreTel 6.1 Administration Guide 12 – 93 If the Custom or Holiday schedule is not available, the auto-attendant looks f

Configuring the Auto-Attendant12 – 10 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 13 – 1CHAPTER13Configuring SchedulesThis chapter provides information about configuring scheduling. Schedules can be

Configuring Schedules13 – 2 ShoreTel, Inc.Figure 13-2 Schedules List PageThe following logic determines which schedule is active:1 The auto-attendant

Configuring SchedulesShoreTel 6.1 Administration Guide 13 – 3On-HoursThe On-Hours Schedule edit page is shown in Figure 13-3.Figure 13-3 On-Hours Sche

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 13Control ButtonsThis section describes the functions of the five control buttons that a

Configuring Schedules13 – 4 ShoreTel, Inc.Figure 13-4 Time Frame OptionsNOTEYou can schedule a mode to start and stop multiple times in one day. For e

Configuring SchedulesShoreTel 6.1 Administration Guide 13 – 5Figure 13-6 Holiday Schedule Edit Page (Add New Item)Configuring the Holiday ScheduleTo c

Configuring Schedules13 – 6 ShoreTel, Inc.Custom ScheduleThe Custom Schedule edit page is shown in Figure 13-7.Figure 13-7 Custom Schedule Edit PagePa

Configuring SchedulesShoreTel 6.1 Administration Guide 13 – 7Figure 13-8 Custom Schedule Edit Page (Add New)Configuring a Custom ScheduleTo configure

Configuring Schedules13 – 8 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 14 – 1CHAPTER14Configuring WorkgroupsThis chapter provides information about configuring your ShoreTel system for wo

Configuring Workgroups14 – 2 ShoreTel, Inc.optionally be configured so that all agents enter a “wrap-up” mode after every call. In “wrap-up” mode, age

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 3The Call Manager applications give agents and supervisors real-time call information, in

Configuring Workgroups14 – 4 ShoreTel, Inc.To simplify discussion of this feature, we will refer to three parties: the supervisor, the agent, and the

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 5Intercom/Paging, Barge In, Record, and Monitor Telephony CoS ConfigurationEach telephony

Using ShoreWare Director1 – 14 ShoreTel, Inc.❑Configure system parameters from the System Parameters link:• Install any new licenses your installation

Configuring Workgroups14 – 6 ShoreTel, Inc.• Accept Only From: If selected, users within this COS may only receive intercom calls or pages from the pe

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 7Three different views of contact center activity are reportable at the ShoreTel server u

Configuring Workgroups14 – 8 ShoreTel, Inc.Figure 14-3 Workgroups Edit Page

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 9ParametersThe parameters on the Workgroups edit page are as follows:Name This is the nam

Configuring Workgroups14 – 10 ShoreTel, Inc.Mailbox (server) This provides the workgroup with a mailbox on the associated server. If you change the se

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 11Enable Automatic Agent Logout On Ring No AnswerThis check box lets you automatically lo

Configuring Workgroups14 – 12 ShoreTel, Inc.Call Handling Distribution PatternThis lets you configure how calls are distributed to agents within the w

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 13Selecting a DNIS Trunk Group for DNIS RoutingTo set DNIS routing, click Edit DNIS Map f

Configuring Workgroups14 – 14 ShoreTel, Inc.Editing Workgroup MembershipTo build a list of workgroup members, click Edit Agents found on the Workgroup

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 15Figure 14-6 Edit Workgroup Member Dialog BoxYou can change the agent’s Client Type, Log

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 15❑Configure any ShoreTel Converged Conference Bridges in your system from the Conferenc

Configuring Workgroups14 – 16 ShoreTel, Inc.Figure 14-7 Workgroup Queue Handling Edit PageThe Allow agents to pickup from queue checkbox enables and d

Configuring WorkgroupsShoreTel 6.1 Administration Guide 14 – 17Step 3 Enter the value for the Time Until Next Step routine in the Seconds field.Step 4

Configuring Workgroups14 – 18 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 15 – 1CHAPTER15Managing the SystemDirectoryThis chapter discusses how the system directory is used and provides inst

Managing the System Directory15 – 2 ShoreTel, Inc.To access the system directory, click System Directory from the navigation frame.Figure 15-1 System

Managing the System DirectoryShoreTel 6.1 Administration Guide 15 – 3System Directory Entry Edit PageTo add new or edit existing user entries in the s

Managing the System Directory15 – 4 ShoreTel, Inc.Go to This User LinkThe Go to this user link appears on the System Directory edit entry page when yo

ShoreTel 6.1 Administration Guide 16 – 1CHAPTER16MaintenanceThis chapter provides information about the maintenance of the ShoreTel system. The sectio

Maintenance16 – 2 ShoreTel, Inc.Maintenance pages include:• Quick Look• Switch Maintenance• Switch Connectivity• Event Log• Services• Event FiltersQui

MaintenanceShoreTel 6.1 Administration Guide 16 – 3Maintenance Switches SummaryThe Maintenance Switches Summary page (shown in Figure 16-3) is accesse

Using ShoreWare Director1 – 16 ShoreTel, Inc.❑Configure the following users before you add general users to the system:• During installation, a system

Maintenance16 – 4 ShoreTel, Inc.IP Phones This column lists the number of IP phones served by the switch and the IP phone capacity of the switch accor

MaintenanceShoreTel 6.1 Administration Guide 16 – 5Service This is the service state of the switch.• Lost Communication—The server lost communication

Maintenance16 – 6 ShoreTel, Inc.The Command drop-down list displays a list of commands, as shown in Figure 16-4. These commands let you change the ser

MaintenanceShoreTel 6.1 Administration Guide 16 – 7Switch MaintenanceClicking an individual switch name on the Switches Summary page brings you to the

Maintenance16 – 8 ShoreTel, Inc.Link SectionThe ShoreGear-T1 and ShoreGear-E1 uses T1, T1 PRI, or E1 PRI signaling and additional information is prese

MaintenanceShoreTel 6.1 Administration Guide 16 – 9The following is the link performance information for the ShoreGear-T1 and ShoreGear-E1:Ports Secti

Maintenance16 – 10 ShoreTel, Inc.Figure 16-7 Ports, Hunt Groups, and Details Sections of Switch Maintenance PageOut of Service(red arrow down)The port

MaintenanceShoreTel 6.1 Administration Guide 16 – 11The following are the port Commands:Hunt Groups SectionDouble-clicking on a Hunt Group on the Swit

Maintenance16 – 12 ShoreTel, Inc.IP Phone MaintenanceThe ShoreGear-120/24 Switch Maintenance screen has an additional section for IP phones. It shows

MaintenanceShoreTel 6.1 Administration Guide 16 – 13SIP Trunks SectionThe Switch Maintenance screen has an additional section for SIP trunks. This sec

Using ShoreWare DirectorShoreTel 6.1 Administration Guide 1 – 17❑Configure the auto-attendant parameters from the Auto-Attendant edit pages:• Configur

Maintenance16 – 14 ShoreTel, Inc.ShoreGear-T1 PRI and ShoreGear-E1 PRI MaintenanceWhen you click the name of a ShoreGear-T1 switch configured for PRI

MaintenanceShoreTel 6.1 Administration Guide 16 – 15ShoreGear-12 and -Teleworker MaintenanceWhen you click the name of a ShoreGear-12 or ShoreGear-Tel

Maintenance16 – 16 ShoreTel, Inc.Quick Look Server Maintenance—Main ServerClick a server from the list on the Quick Look Server Maintenance page. The

MaintenanceShoreTel 6.1 Administration Guide 16 – 17Quick Look Server Services AreaThe Services area provides details about the ShoreWare services are

Maintenance16 – 18 ShoreTel, Inc.Clicking the ShoreWare service name takes you to a page use for starting or stopping that service, as shown in Figure

MaintenanceShoreTel 6.1 Administration Guide 16 – 19Quick Look Server Maintenance—Distributed ServersThe Quick Look Distributed Server Maintenance pag

Maintenance16 – 20 ShoreTel, Inc.Switch ConnectivityThe Switch Connectivity page (Figure 16-17) lists all ShoreGear voice switches when Distributed Ro

MaintenanceShoreTel 6.1 Administration Guide 16 – 21Conference PortsThe Conference Ports page shows the number of ports currently being used for confe

Maintenance16 – 22 ShoreTel, Inc.Event LogAll events are reported to and viewed from the System Event Log and Application Event Log maintenance pages

MaintenanceShoreTel 6.1 Administration Guide 16 – 23Figure 16-20 System Event Log PageNOTEShoreTel system events can also be viewed with the Windows 2

ShoreTel 6.1 Administration Guide TOC – iiiContentsPREFACEObjectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Using ShoreWare Director1 – 18 ShoreTel, Inc.

Maintenance16 – 24 ShoreTel, Inc.• Voice Mail Message Server• Voice Mail Port Mapper• Workgroup ServerViewing Event ReportsTo view an event report, cl

MaintenanceShoreTel 6.1 Administration Guide 16 – 25ServicesThe Services maintenance page, shown in Figure 16-22, lists all the services that reside o

Maintenance16 – 26 ShoreTel, Inc.Service Maintenance PageTo start a service that is not running or paused, click the service name to invoke the Servic

MaintenanceShoreTel 6.1 Administration Guide 16 – 27Editing and Creating Event FiltersThe Event Filter edit page, shown in Figure 16-25, lets you crea

Maintenance16 – 28 ShoreTel, Inc.To create or edit an event filter:Step 1 If you are editing an existing filter, click the filter’s name on the Event

ShoreTel 6.1 Administration Guide A – 1APPENDIXAUsing Office AnywhereOffice Anywhere is a feature of the ShoreTel system that lets a user’s extension

Using Office AnywhereA – 2 ShoreTel, Inc.Other benefits to the (Off-Net ) Office Anywhere user include:• Use the existing PSTN line for voice while ma

Using Office AnywhereShoreTel 6.1 Administration Guide A – 3some trunk types, in which case the user must press '1'). (DTMF will be audible

Using Office AnywhereA – 4 ShoreTel, Inc.TerminologyThe terms used to describe Office Anywhere are as follows:Anonymous telephone A telephone not curr

Using Office AnywhereShoreTel 6.1 Administration Guide A – 5Configuring Permission SettingsTo configure the Office Anywhere feature, follow the proced

ShoreTel 6.1 Administration Guide 2 – 1CHAPTER2Setting Up System ParametersThis chapter explains how to set up system-wide parameters from the System

Using Office AnywhereA – 6 ShoreTel, Inc.Figure A-1 Configuring the Edit Telephony COS window for Office AnywhereStep 6Select the Allow Extension Reas

Using Office AnywhereShoreTel 6.1 Administration Guide A – 7Configuring Off-Net External AssignmentTo assign your extension to an off net location, fo

Using Office AnywhereA – 8 ShoreTel, Inc.or other PSTN number that is not within the ShoreTel system.) If the external number has not already been ent

Using Office AnywhereShoreTel 6.1 Administration Guide A – 9Step 11 In the Forward after x rings, select 4 or more rings. (The default, 3 rings, makes

Using Office AnywhereA – 10 ShoreTel, Inc.Step 5 Wait for a dial tone, then hang up.NOTE This option is available only from telephone ports, not trunk

ShoreTel 6.1 Administration Guide B – 1APPENDIXBEmergency 911 OperationsThe following sections are included in the chapter:• Overview• Feature Operati

Emergency 911 OperationsB – 2 ShoreTel, Inc.How 911 Calls Work shows a simple 911 call-flow scenario.Figure B-1 Simplified 911 call flow scenario1A 91

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 3For 911 calls placed from residential or a single-site businesses, determining the loca

Emergency 911 OperationsB – 4 ShoreTel, Inc.Feature OperationDigit Collection for 911 CallsA ShoreTel user who dials 911 or <access_code> + 911

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 5Each site should have at least one 911-capable trunk. If there will only be one trunk a

Setting Up System Parameters2 – 2 ShoreTel, Inc.System parameters are grouped into categories corresponding to the sections in this chapter:• Dialing

Emergency 911 OperationsB – 6 ShoreTel, Inc.Selecting Caller ID Type for 911 CallsThere are a number of different caller ID choices available within S

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 7Available Caller ID OptionsUser’s Caller ID number – Each user can be assigned a caller

Emergency 911 OperationsB – 8 ShoreTel, Inc.CESID of the Specified IP Address Range – The CESID of an IP address range can also be delivered to the se

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 9Site (Caller's Emergency Service Identification (CESID) – This option delivers the

Emergency 911 OperationsB – 10 ShoreTel, Inc.Table 2-1 shows several common customer scenarios and provides recommendations for how E911 should be con

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 11Configuring Your SystemThe following subsections provide information for configuring y

Emergency 911 OperationsB – 12 ShoreTel, Inc.User GroupsMake sure each user group has access to a 911-capable trunk group. You can select the desired

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 13UsersMake sure the Caller ID field is configured if you are sending Caller ID as CESID

Emergency 911 OperationsB – 14 ShoreTel, Inc.IP Phone Address MapUse the IP Phone Address Map () to assign a CESID to a range of IP addresses. See the

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 15SwitchUse the Switch edit page () to configure a CESID number for a switch for outboun

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 3ParametersThe parameters on the Edit Dialing Plan page are as follows:Number of Ext

Emergency 911 OperationsB – 16 ShoreTel, Inc.Planning Your Emergency ResponseWhen a 911 call is made, the system automatically generates an event in t

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 17 shows a typical logging message that would result after a 911 call was placed – assum

Emergency 911 OperationsB – 18 ShoreTel, Inc.International Emergency NumbersThe Shoreline4 allows dialing of emergency numbers with and without trunk

Emergency 911 OperationsShoreTel 6.1 Administration Guide B – 19Verifying Your 911 ConfigurationAfter you have finished configuring your system for 91

Emergency 911 OperationsB – 20 ShoreTel, Inc.Additional Recommendations• All sites should be configured with a designated power failure emergency phon

ShoreTel 6.1 Administration Guide C – 1APPENDIXCCall Detail Record ReportsCall detail record (CDR) reports are used to review the ongoing call activit

Call Detail Record ReportsC – 2 ShoreTel, Inc.Active CDR Database (CDR.mdb)The call accounting service generates call detail records into the active C

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 3The following are the field definitions:Field Column Length CommentCall ID110right ju

Call Detail Record ReportsC – 4 ShoreTel, Inc.CDR ReportsThe ShoreTel system comes bundled with 12 CDR reports generated using data from the active CD

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 5Generating a CDR ReportThe instructions in this section are for generating any of the

Setting Up System Parameters2 – 4 ShoreTel, Inc.Dialing Plan (cont.) • Trunk Access Codes [2 Digit]—Defines the range solely for 2-digit trunk access

Call Detail Record ReportsC – 6 ShoreTel, Inc.Step 2 The appropriate Report dialog () appears.Figure C-2 Report Dialog (User Activity Summary)Step 3Se

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 7If you select the Has Drill Down option and you use the drill-down feature, page head

Call Detail Record ReportsC – 8 ShoreTel, Inc.NOTE The No lower Bound and No upper Bound check boxes are additional options that are not typically use

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 9Figure C-6 Sample CDR ReportNOTEUse the preview pane on the left side of the screen (

Call Detail Record ReportsC – 10 ShoreTel, Inc.Interpreting CDR ReportsThis section provides information on interpreting each of the 12 CDR reports.Us

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 11Inbound calls are reported according to the last party involved in the call (excludi

Call Detail Record ReportsC – 12 ShoreTel, Inc.Outbound All - Qty,Duration, Average DurationOnce for each period reported.The quantity, total duration

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 13User Activity Detail ReportThe User Activity Detail Report () shows a list of every

Call Detail Record ReportsC – 14 ShoreTel, Inc.The User Activity Detail Report is described as follows:Field Presence/Frequency DescriptionName (Exten

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 15Calling # Once for each call reported.For inbound calls, this is the calling number—

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 5Increasing Extension LengthYou can increase the length of the your phone extension

Call Detail Record ReportsC – 16 ShoreTel, Inc.Trunk Activity Summary ReportThe Trunk Activity Summary Report () shows a summary of all calls for each

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 17Inbound Qty,Duration, andAverage DurationOnce for each trunk being reported upon.The

Call Detail Record ReportsC – 18 ShoreTel, Inc.Trunk Activity Detail ReportThe Trunk Activity Detail Report () shows a list of every call for each tru

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 19The Trunk Activity Detail Report is described as follows:Field Presence/Frequency De

Call Detail Record ReportsC – 20 ShoreTel, Inc.Dialed # Once for each trunk activity in the report.For outbound calls, this is the number the user dia

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 21User Once for each trunk activity in the report.The name associated with the extensi

Call Detail Record ReportsC – 22 ShoreTel, Inc.Workgroup Agent Summary ReportThe Workgroup Agent Summary Report () shows a summary of inbound workgrou

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 23The Workgroup Agent Summary Report is described as follows:FieldPresence/FrequencyDe

Call Detail Record ReportsC – 24 ShoreTel, Inc.Inbound User CallsOnce for each period reported. Quantity of calls, along with total duration and avera

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 25Outbound User CallsOnce for each period reported.Quantity of calls, along with total

Setting Up System Parameters2 – 6 ShoreTel, Inc.To increase the extension length:Step 1 Click Increase Extension Length. A warning dialog appears as s

Call Detail Record ReportsC – 26 ShoreTel, Inc.Agent Activity - Total Wrap -U pOnce for each period reported.This is the total wrap-up during the repo

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 27Workgroup Agent Detail ReportThe Workgroup Agent Detail Report () shows a list of ev

Call Detail Record ReportsC – 28 ShoreTel, Inc.and WorkgroupName fields). The EndTimeStamp field records the time the agents logged out (this can be n

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 29Call Type Once for each call reported.Indicates whether this is an incoming workgrou

Call Detail Record ReportsC – 30 ShoreTel, Inc.Workgroup Service Level Summary ReportThe Workgroup Service Level Summary Report provides information r

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 31simple—for each time the workgroup server disposes of a call, a record is added to t

Call Detail Record ReportsC – 32 ShoreTel, Inc.The Workgroup Service Level Summary Report is described below.Field Presence/Frequency DescriptionWait

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 33Workgroup Queue Summary ReportThe Workgroup Queue Summary Report () shows a summary

Call Detail Record ReportsC – 34 ShoreTel, Inc.Calls IncludedThe key determinant in this report is which workgroup server processes the call. Each tim

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 35Calls Handled by Voice MailOnce for each period reported.Number of calls that went t

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 7When using the ShoreTel application server as a PBX, set up the Digit Translation T

Call Detail Record ReportsC – 36 ShoreTel, Inc.Average Handled TimeOnce for each period reported.The average time during the period that a caller was

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 37WAN Media Stream Summary ReportThe WAN Media Stream Summary Report () shows the summ

Call Detail Record ReportsC – 38 ShoreTel, Inc.Quality - Max JitterOnce for each pair of sites being reported.The maximum jitter is the worst jitter e

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 39WAN Media Stream Detail ReportThe WAN Media Stream Detail Report () shows details of

Call Detail Record ReportsC – 40 ShoreTel, Inc.Start Time Once for each media stream.The time the media stream began. This data is retrieved from the

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 41Account Code Summary ReportSummarizes call information for each account, including n

Call Detail Record ReportsC – 42 ShoreTel, Inc.The Account Code Summary Report fields are described below.Field Presence/Frequency DescriptionAccount

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 43Total Duration Repeated for each row.The total duration of the calls being reported

Call Detail Record ReportsC – 44 ShoreTel, Inc.Account Code Detail ReportProvides a detailed list of calls that occurred for each account. For each ca

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 45CDR DatabaseThis appendix specifies how data is stored in the CDR database tables. T

Setting Up System Parameters2 – 8 ShoreTel, Inc.Figure 2-7 System Extensions Edit PageParametersThe parameters on the System Extensions edit page are

Call Detail Record ReportsC – 46 ShoreTel, Inc.steps. This provides more detailed information about how the call was disposed of by the workgroup serv

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 47Figure C-20 New Entries in the Call TableThe Call table is reference by other tables

Call Detail Record ReportsC – 48 ShoreTel, Inc.calls. Once one of the agents is successfully hunted, if you looked at the Connect table you see the ag

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 49Enumeration Tables: Use for the Call TableCall TypeCallerID Text For CallType=Inboun

Call Detail Record ReportsC – 50 ShoreTel, Inc.Connect TableThe Connect table contains a record for each party in a call. There are many different typ

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 51PortNumber Number Port number for this party. It is the physical port or channel num

Call Detail Record ReportsC – 52 ShoreTel, Inc.MailboxID Text Mailbox ID (if the Party is voice mail as indicated by PartyType=VMForward or VMLogin).

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 53Enumeration Tables Used for Connect TablePartyTypePartyIDFlagPartyType Name Descript

Call Detail Record ReportsC – 54 ShoreTel, Inc.ConnectReasonConnectReason Name Description0Null1 Direct The party was connected to the call when TMS w

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 55Disconnect Reasons Disconnect Reason Name Description0Null1 Normal Normal terminatio

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 9SNMPThe ShoreGear voice switches support Simple Network Management Protocol (SNMP)

Call Detail Record ReportsC – 56 ShoreTel, Inc.MediaStream TableThe MediaStream table logs media information about InterSite Calls. At a high level, t

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 57AgentActivity TableThe AgentActivity Table records information about workgroup agent

Call Detail Record ReportsC – 58 ShoreTel, Inc.Notes•Two types of records are placed in the AgentActivity table. The State field identifies the type o

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 59Enumeration Tables Used for AgentActivityNotes•Login and Logout are no longer used.Q

Call Detail Record ReportsC – 60 ShoreTel, Inc.Figure C-23 New Entries to the CallQueue TableEach entry in the QueueCall table contains the following

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 61Notes•Partial records are never written. A record is written only once, either when

Call Detail Record ReportsC – 62 ShoreTel, Inc.Enumeration Tables Used for QueueCallNotes•ForwardMaxRings is no longer used. • Exit Reasons for Forwar

Call Detail Record ReportsShoreTel 6.1 Administration Guide C – 63QueueStep TableThe QueueStep table logs data about time spent in queue steps or in h

Call Detail Record ReportsC – 64 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide I – 1IndexSymbols# of Extension Digits parameterdescribed 2-11Numerics0+ calling 7-91010nnn 7-9311 calling 10-7, 10-

TOC – iv ShoreTel, Inc.Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Setting Up System Parameters2 – 10 ShoreTel, Inc.Figure 2-8 SNMP Edit PageParametersThe parameters that appear on the SNMP edit page are as follows:Co

IndexI – 2 ShoreTel, Inc.Park Timeout after nnnnnn seconds 9-14Use Distributed Routing Service 9-13Voice Encoding and Quality of Service 9-14Call Cont

IndexShoreTel 6.1 Administration Guide I – 3Enable Fax Redirection parameter 10-22enable international calls 7-8enable local calls 7-8enable long-dist

IndexI – 4 ShoreTel, Inc.announcement 8-4enabling failover 8-5how to move 8-10password 8-4setting options 8-4IP phonesassigning by user 8-8renaming 8-

IndexShoreTel 6.1 Administration Guide I – 5Permissions field 10-8, 10-12personal assistant 3-4Personal client type 10-23Personal Options page 10-25Pe

IndexI – 6 ShoreTel, Inc.stacked calls 10-4Status parameter 10-17Switch parameter 10-17switch port 10-22Switch port graphical view 6-30, 6-35switch po

IndexShoreTel 6.1 Administration Guide I – 7PSTN Failover 10-21Site 10-21Switch Port 10-22TUI Password 10-24User Group 10-21Voice Mail Password 10-24U

IndexI – 8 ShoreTel, Inc.

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 11BOOTP ServerIf your site uses a fixed IP address scheme, you can use the BOOTP ser

Setting Up System Parameters2 – 12 ShoreTel, Inc.Other ParametersA number of system-wide site parameters can be configured from the Other Parameters e

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 13The parameters grouped under Log File Storage are defined as follows:The parameter

Setting Up System Parameters2 – 14 ShoreTel, Inc.• Trunk Group Edit.English is enabled by default, but it may be disabled and another language selecte

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 15These licenses are counted on the License Requirements page in Director, the Keyed

Setting Up System Parameters2 – 16 ShoreTel, Inc.To edit comments for a key, click the license key link. A dialog box with the key, comments, and desc

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 17Self-Audited LicensesThe licenses listed below are self-audited. If the usage exce

Setting Up System Parameters2 – 18 ShoreTel, Inc.Contact InformationThe System Parameters Edit Contacts page (shown in Figure 2-15) lets you provide c

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 19ParametersThe parameters that appear on the System Parameters Edit Contacts page a

ShoreTel 6.1 Administration Guide TOC – vImporting Local Prefixes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Setting Up System Parameters2 – 20 ShoreTel, Inc.• To print the registration information for mailing via regular mail, click Print. Mail the registrat

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 21Figure 2-17 Adding or Editing Administrative Roles

Setting Up System Parameters2 – 22 ShoreTel, Inc.ParametersClick parameters to enable permissions. Permissions are additive; that is, the more selecti

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 23User Group AssignmentPermission to add users to or move users between user groups

Setting Up System Parameters2 – 24 ShoreTel, Inc.NOTE The initial administrator set up during installation has full permissions. When upgrading the Sh

Setting Up System ParametersShoreTel 6.1 Administration Guide 2 – 25The Administrator List page (see Figure 2-18) shows the administrative role assign

Setting Up System Parameters2 – 26 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 3 – 1CHAPTER3ShoreTel SitesThis chapter explains how sites are implemented and configured in a ShoreTel system. This

ShoreTel Sites3 – 2 ShoreTel, Inc.Configuring sites lets you assign features to the associated site. For example, a site has a country, a unique local

ShoreTel SitesShoreTel 6.1 Administration Guide 3 – 3Language This is the default language for the site. You must obtain a license to enable more than

TOC – vi ShoreTel, Inc.System Directory Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ShoreTel Sites3 – 4 ShoreTel, Inc.Caller’s Emergency Service Identification (CESID)The Caller’s Emergency Service ID (CESID) is the telephone number s

ShoreTel SitesShoreTel 6.1 Administration Guide 3 – 5FAX Redirect ExtensionWhen a fax tone is detected, incoming calls are automatically transferred t

ShoreTel Sites3 – 6 ShoreTel, Inc.Figure 3-3 IP Phone Address Map Edit PageSite If you are setting the IP address range for a site other than the one

ShoreTel 6.1 Administration Guide 4 – 1CHAPTER4Configuring ApplicationServersThis chapter explains how to set up servers in a ShoreTel system. This ch

Configuring Application Servers4 – 2 ShoreTel, Inc.• Maintenance—The system provides a web site accessible through ShoreWare Director for maintenance

Configuring Application ServersShoreTel 6.1 Administration Guide 4 – 3HQ servers, and they may be the same server or different servers. For proper fun

Configuring Application Servers4 – 4 ShoreTel, Inc.For more information about integration to legacy voice mail systems, see the ShoreTel 6.1 Planning

Configuring Application ServersShoreTel 6.1 Administration Guide 4 – 5Figure 4-2 Application Servers Edit Page, SMDI for External Voice Mail

Configuring Application Servers4 – 6 ShoreTel, Inc.Figure 4-3 Application Servers Edit Page, SMDI for ShoreTel Voice MailParametersThe parameters on t

Configuring Application ServersShoreTel 6.1 Administration Guide 4 – 7Voice Mail Login ExtensionThis extension is used to log in to the voice mail ser

ShoreTel 6.1 Administration Guide TOC – viiMaintenance Switches Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Application Servers4 – 8 ShoreTel, Inc.Extension List MappingTo add extension list mapping to an application server configured for externa

Configuring Application ServersShoreTel 6.1 Administration Guide 4 – 9Enter the Extension to be used to access the legacy voice mail system. Also ente

Configuring Application Servers4 – 10 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 5 – 1CHAPTER5Configuring ConferenceBridgesThis chapter explains how to set up ShoreWare conferencing servers to supp

Configuring Conference Bridges5 – 2 ShoreTel, Inc.Figure 5-1 Conference Bridges Main and Edit PagesEnter parameters for the new server as described be

Configuring Conference BridgesShoreTel 6.1 Administration Guide 5 – 3Checking Conference Port StatusFrom the Maintenance link, you can check the statu

Configuring Conference Bridges5 – 4 ShoreTel, Inc.

ShoreTel 6.1 Administration Guide 6 – 1CHAPTER6Configuring SwitchesThis chapter provides a general overview of the ShoreGear voice switches as well as

Configuring Switches6 – 2 ShoreTel, Inc.You can locate the model number of your switches, SG or IPBX, on the rear panel as shown in Figure 6-1. This d

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 3SIP, with the reservation mechanism the same as that used for IP phones. The ShoreGear-120/

TOC – viii ShoreTel, Inc.Trunk Activity Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Switches6 – 4 ShoreTel, Inc.Switch Port LEDsThe ShoreGear-120/24 has 24 telephone/trunk port LEDs. The color of the LED indicates the port

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 5configuration, one network port will be active and the other will be in standby mode. If on

Configuring Switches6 – 6 ShoreTel, Inc.The ShoreGear-60/12 LEDs are defined below. For information about the connectors, please see the ShoreTel 6 Pl

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 7Switch Port LEDsThe ShoreGear-60/12 has 12 telephone/trunk port LEDs. The color of the LED

Configuring Switches6 – 8 ShoreTel, Inc.ShoreGear-40/8 Voice SwitchThe ShoreGear-40/8 (Figure 6-4) supports 8 analog ports: 2 universal telephone/trun

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 9Switch Port LEDsThe ShoreGear-40/8 has 8 telephone/trunk port LEDs. The color of the LED in

Configuring Switches6 – 10 ShoreTel, Inc.Network LEDsThe ShoreGear-40/8 network LEDs (LAN1 and LAN2) indicate the speed at which the switch is communi

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 11ShoreGear-T1 Voice SwitchThe ShoreGear-T1 (Figure 6-5) provides higher-density trunking t

Configuring Switches6 – 12 ShoreTel, Inc.Network LEDsThe ShoreGear-T1 network LEDs (LAN1 and LAN2) indicate the speed at which the switch is communic

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 13IPBX-24, -12, -Teleworker, -T1, and -E1 SwitchesThis section describes the connectors and

ShoreTel 6.1 Administration Guide Preface – ixPrefaceThis preface provides information about the objectives, organization, and conventions of the Shor

Configuring Switches6 – 14 ShoreTel, Inc.The ShoreGear-24 LEDs are defined below. For information about the connectors, please see the ShoreTel 6 Plan

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 15Switch Port LEDsThe ShoreGear-24 has 24 telephone/trunk port LEDs. The color of the LED in

Configuring Switches6 – 16 ShoreTel, Inc.IPBX-12 Port Voice SwitchThe IPBX-12 (Figure 6-7) supports 12 universal analog ports: telephone/trunk ports.

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 17Switch Port LEDsThe IPBX-12 has two LEDs for each switch port. The LED on the left indicat

Configuring Switches6 – 18 ShoreTel, Inc.ShoreGear-Teleworker (IPBX-TW) Voice Switch The ShoreGear-Teleworker (IPBX-TW) (Figure 6-8) provides four uni

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 19Switch Port LEDsThe ShoreGear-Teleworker (IPBX-TW) has two green LEDs for each switch port

Configuring Switches6 – 20 ShoreTel, Inc.Network LEDsThe ShoreGear-Teleworker (IPBX-TW) network LEDs indicate the speed at which the switch is communi

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 21Power LEDThe ShoreGear-T1 and ShoreGear-E1 have one red power LED, which indicates the fol

Configuring Switches6 – 22 ShoreTel, Inc.T1 and E1 LEDsThe T1 and E1 LEDs indicate line coding, network framing, and loopback status. These LEDs are c

Configuring SwitchesShoreTel 6.1 Administration Guide 6 – 23Before You BeginBefore you begin configuring your switches in ShoreWare Director, you must