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CHAPTER
ShoreTel 14.2 Planning and Installation Guide 71
4.
Routing Calls
This chapter contains information about identifying the appropriate routing for inbound and outbound
calls in the following sections:
Overview ................................................................................................................... 72
Recommendations .................................................................................................... 72
Hunt Groups.............................................................................................................. 73
Direct All Calls to an Auto Attendant .................................................................. 73
After-Hours Call Routing..................................................................................... 75
Direct All Calls to a Live Operator....................................................................... 75
Direct All Calls to Extensions.............................................................................. 79
Blended Call Routing ................................................................................................ 80
Trunk Considerations.......................................................................................... 81
Analyze Outbound Call Routing ......................................................................... 83
- 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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