Shoretel 10.2 Release Notes

ShoreTel 10.
ShoreWare Release Notes
USER GUIDES
RELEASE 10.2
Document and Software Copyrights

Copyright 1998-2010 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors
Trademarks
ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United Sates and/or other countries. The ShoreTel logo and ShorePhone are trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners
Patents
This product is covered by one or more of the following patents: United States patent 6,996,059, United States patent 7,003,091, United States patent 7,167,486, United States patent 7,356,129, Canadian patent 2,316,558, United States patent 7,379,540, United States patent 7,386,114, United States patent 7,450,574 and United States patent 7,450,703. This product is also covered by other pending patent applications. ShoreTel, Inc. All rights reserved.
Version Information
ShoreWare Server Release Notes Release 10.2 Part Number: 800-1387-01 Version: RN_GA_10.2_20100701 Date: July 1, 2010
Company Information
ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California 94085 USA +1.408.331.3300 +1.408.331.3333 (fax) www.shoretel.com
Table of Contents
Table of Contents
System Specifications Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . . 5
Server Device Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Client Device Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Client Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Director and ShoreWare Web Access Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Supported Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 ShoreGear Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 ShorePhone Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Upgrade Paths and Application Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Upgrade Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Email Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 IM and Presence Server for Call Manager IM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Converged Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Call Quality Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 SIP-BRI 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Ingate Siparator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 VPN Concentrator 4500/5300 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 DoubleTake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Character Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 MCM Mobile Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
ShoreWare 10.2 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Simultaneous Ringing and Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Configuring Simultaneous Ringing and Call Move. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Implementing Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
SIP Trunk Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Configuring DTMF Payload Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 SIP Diversion Header Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 SIP Header Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
ShoreTel 10.2
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Table of Contents
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Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Priority Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Enabling Priority Paging Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Priority Paging Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Call Manager: V Minus 1 Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Installation and Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 ShoreTel 9.2 Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 ShoreTel 9 and 9.1 Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Support for Workgroup Mailbox Access for Contact Center . . . . . . . . . . . . . . . . . . . . 41

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Important Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Mobile Call Manager Device Support Enhancements. . . . . . . . . . . . . . . . . . . . . . . . . 45

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
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System Specifications Hardware and Software Requirements

Server Device Requirements
Operating Systems
ShoreWare 10.2 server software is supported on the following operating systems:
Windows Server 2003 SP2 (Standard or Enterprise) Windows Server 2003 R2 -32-bit (Standard or Enterprise) Windows Server 2008 SP2 (Standard or Enterprise) - 32 bit
Server Hardware Requirements

Table 1 and 2 displays the minimum recommended configuration for servers running ShoreWare Server software. Sound card, speakers, and microphone are recommended for all configurations. ShoreTel has increased the minimum server specifications required for the ShoreTel Unified Communications Enterprise Edition system to support the additional features that have been added in recent releases. These minimum specifications are now specified in 3 tiers: small servers that support up to 500 users, medium servers that support up to 2,500 users, and large servers that support up to 10,000 users. Note: When deploying medium or large servers, please note that you must select an operating system with support for the expanded memory by using either the Enterprise Editions of the Microsoft Windows 2003 or 2008 Operating Systems.
Size
Maximum number of users per System
Maximum Maximum number of System BHCC1 users assigned per Server
Maximum BHCC per server2eports run outside business hours
Maximum BHCC per server2 Reports run during business hours
Small Medium Large
500 2,500 10,000
500 1,000 1,000
5,000 25,000 50,000
1,000 5,000 10,000
Not Recommended3 1,000 5,000
Table 1
Main Server Hardware Requirements
If you are upgrading from a previous release and your requirements are below the system and service capacities defined for the small system then you may upgrade to this release on your existing hardware. If you exceed any of the limitations for the small server, you will need to upgrade to a new server prior to doing the upgrade. To select a server, first consult the sizing table and determine the tier of the server needed using the system and per server specifications. Then match that size (small, medium, or large) to the server requirements below.
ShoreTel 10.2 Page 5
Please note that the hardware specifications are to be used to size servers running ShoreTel's Headquarters server software as well as ShoreTel's Distributed Voice Services software. As noted in Table 1, running reports will impact system performance. ShoreTel recommends that your run reports outside of business hours. If reports are needed during business hours, then the supported calls per server for the medium and large server tiers is reduced as noted in the table.
1
BHCC (Busy Hour Call Completion) per system is the total number of calls in the system during the busy hour including internal and external calls and including calls terminated to desk phones, softphones, trunks, or server applications such as voicemail. BHCC per server is based on the number of calls actually handled by the server during the business hour including workgroup calls in menus and queues, auto-attendant calls and calls to the voicemail service. The ShoreTel report generation tools that run on the server are configured by default to run at a lower priority than other, more critical services. A light demand of report generation should have little or no affect on a server with adequate minimum performance specifications. If you are a heavy report user or experience any degradation of voicemail or other server prompts on an underpowered server, you must move up to the next tier level of servers
Size Small
Processor Intel Core 2 Duo E8400, Single Dual Core 3.00 GHz or Intel Core i3-540 Processor (4M Cache, 3.06 GHz) Intel Xeon 5520 Single Quad Core 2.27 GHz Intel Xeon 5520 Dual Quad Core 2.27 GHz
RAM 4 GB
Network 100 T-Base
Medium Large
8 GB 8 GB
100 Base-T or Gigabit Ethernet Gigabit Ethernet
Table 2
Main Server Recommendations
The ShoreWare software is shipped on a DVD, so servers must be equipped with a DVD drive to facilitate installation of the software. When deploying medium or large servers, please note that you must select an operating system with support for the expanded memory by using either the Enterprise Editions of the Microsoft Windows 2003 or 2008 Operating Systems. Tables 3 and 4 displays the minimum recommended configuration for servers running ShoreWare Distributed Server software.
Size
Maximum Users per DVM Server 500 1,000 1,000
Maximum DVS per Server BHCC Maximum BHCC per Server Reports run outside business Reports run during business hours hours 1,000 5,000 10,000 Not recommended 5,000 10,000
Small Medium Large
Table 3
DVS Hardware Recommendations
ShoreTel recommends Gigabit Ethernet Interface for all configurations regardless of the number of users or network load. The 100 Base-T interface can provide acceptable performance and reliability for the specified configurations, but requires frequent administrator intervention required to properly configure the IP network and prioritize real-time information during peak network traffic conditions
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Size Small Medium Large
Processor Intel Core 2 Duo E8400, Single DualCore 3.00 Ghz Xeon 5520 Single QuadCore 2.27 Ghz Xeon 5520 Dual QuadCore 2.27 Ghz
RAM 4 GB 8 GB 8 GB
Network 100 T-Base 100 Base-T Gigabit Ethernet
Table 4
DVS Hardware Recommendations
ShoreTel recommends Gigabit Ethernet Interface for all configurations regardless of the number of users or network load. The 100 Base-T interface can provide acceptable performance and reliability for the specified configurations, but requires frequent administrator intervention required to properly configure the IP network and prioritize real-time information during peak network traffic conditions.
Client Device Requirements

Operating Systems
The ShoreWare 10.2 client software is supported on the following operating systems:
Windows Client Operating System Windows XP Professional, 32-bit, SP3 Windows Vista Business, 32-bit, SP2 Windows Vista Business, 64-bit, SP2 Windows Vista Enterprise, 32-bit SP2 Windows Vista Enterprise, 64-bit, SP2 Unicode support (Double Byte Character)
Windows Terminal Server Windows 2003 SP2 Terminal Server R2, 32 and 64-bit, SP2 Windows 2003 Terminal Server, 32 and 64-bit, SP2 Windows 2008 Terminal Server, 32-bit, SP2
Citrix XenApp 4.5 on Windows 2003-32-bit (Isolation mode is not supported) XenApp 5.0 on Windows 2008-32-bit (Isolation mode is not supported) NOTE: PCM integration with Contact Center and Contact Center Client will not support XenApp 4.5 and 5.0 For current information about support for specific Citrix versions and Call Manager features on the Citrix platform, refer to the Citrix product bulletin.
Client Hardware Requirements

Computer hardware requirements for running ShoreWare Call Manager depend on the Call Manager Client version and video call resolution. Table 5 displays the minimum recommended configuration for computers running ShoreWare Call Manager.
Video Bandwidth Requirements

Video calls require the following minimum bandwidth:
ShoreTel 10.2
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Call Manager Version Personal Professional Agent, Supervisor, Operator (<40 extension presences) Agent, Supervisor, Operator (<500 extension presences) All Versions, VGA Video All Versions, XGA Video
Processor Pentium 3 800 MHz Pentium 4 2.0 GHz Pentium 4 2.0 GHz Pentium 4 3.0 GHz Dual-Core 1.6 GHz Core 2 Quad 2.4 GHz
Disk Spacea XP/Vista 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB XP 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB
RAMb Vista 2 GB 2 GB 2 GB 2 GB 1 GB 2 GB
Available RAM
100 MB 150 MB 150 MB 150 MB 150 MB 150 MB
Table 5
Client Device Hardware Requirements
a. Disk space requirement is for installation on a system without.NET Framework installed previously. Once installed, Call Manager requires less than 100MB of disk space. b. ShoreWare Call Manager memory requirements during normal operation. If other office applications will run on the PC in addition to ShoreWare Call Manager, memory recommendations are 512 MB (XP) or 1 GB (Vista).
VGA: 600 kbps XGA: 1.2 Mbps
Video Hardware Requirements

Computers configured for video calls require the following:
VGA Video: Graphic Card with 64 MB of VRAM, DirectX 9.0c-compatible XGA Video: Graphic Card with 256 MB of VRAM, DirectX 9.0c-compatible
NOTE: ShoreTel supported XGA camera is not compatible with 64-bit Vista client.
Director and ShoreWare Web Access Requirements

Director and ShoreWare Web Access require one of the following internet browsers:
MS Internet Explorer 7.0 MS Internet Explorer 8.0
Supported Devices
ShoreGear Switches
ShoreWare 10.2 supports the following ShoreGear Voice Switches:

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ShoreGear 24A ShoreGear 30 ShoreGear 30BRI ShoreGear 50 ShoreGear 50V ShoreGear 90 ShoreGear 90V ShoreGear 90BRI ShoreGear 90BRIV
ShoreGear 220T1 ShoreGear 220E1 ShoreGear 220T1A ShoreGear T1k ShoreGear E1k ShoreGear 120 ShoreGear 60 ShoreGear 40 ShoreGear T1 ShoreGear E1
ShorePhone Telephones
ShoreWare 10.2 supports the following ShorePhone Telephones.
IP565g IP560g IP560 IP530 IP265 IP230g IP230 IP212k IP210 IP115 IP110 IP8000 AP110 AP100 BB24
Upgrade Paths and Application Support

Upgrade Path
ShoreTel supports single step upgrades to ShoreWare 10.2 from ShoreWare 10.1, 9, 9.1, 9.2, 8.1 and 8 versions. ShoreTel supports upgrade paths from other versions through an intermediate upgrade to a version through which a single step upgrade is supported.
Licenses
ShoreWare 10.2 requires the following licenses.
ShoreWare System License (Enterprise Edition) ShoreWare Additional Site License ShoreWare Extension License ShoreWare Mailbox License ShoreWare Additional Language License
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ShoreTel 10.2
ShoreWare Remote Web Reporting License ShoreWare Mobile Call Manager License ShoreWare SIP Phone License ShoreWare High Resolution Video License ShoreWare SIP Trunk License ShoreWare Professional Call Manager License ShoreWare Operator Call Manager License ShoreWare Workgroup Agent Call Manager License ShoreWare Workgroup Supervisor Call Manager License ShoreWare External Unified Messaging SIP Link license
Email Integration
ShoreWare 10.2 Call Manager supports email integration with the following products:
Outlook 2003, SP2 Outlook 2007, 32-bit SP2
When running on a Citrix platform, Call Manager does not import Outlook contacts if Outlook is in seamless mode. To import contacts, users must close the Outlook window and either start Call Manager or click the Import Contact button. ShoreWare 10.2 does not provide support for integrating email with Outlook 2002.
IM and Presence Server for Call Manager IM

ShoreWare 10.2 supports the following IM and Presence Servers.
OCS2007 OCS2007 R2 Standard/Enterprise Editions Converged Conferencing 7.1
Converged Conferencing
ShoreWare 10.2 supports interoperability for Converged Conferencing 7.1 and 8.
Contact Center
ShoreWare 10.2 supports interoperability for Contact Center 5.1 and 6.0
Call Quality Monitor

ShoreWare 10.2 supports interoperability for Call Quality Manager 2.0
SIP-BRI 8
ShoreWare 10.2 supports interoperability for SIP-BRI 8 Build R3.T_2006-10-04 and above.
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SIP Devices
ShoreWare 10.2 supports the following SIP devices as SIP extensions:
IP8000
Ingate Siparator
ShoreWare 10.2 supports the following Ingate Siparator versions.
Release 4.7.1
VPN Concentrator 4500/5300

ShoreWare 10.2 supports the following software firmware for VPN Concentrator 4500/5300
Software firmware version 8.10.3, 8.11.0 and 8.11.2
DoubleTake
ShoreWare 10.2 supports DoubleTake software version 5.1 for Windows 2003 and Windows 2008 Servers
Character Sets
ShoreWare supports ISO 8859-1, also known as Latin -1 or Microsoft Windows CP1252 character set (see http://www.microsoft.com/globaldev/reference/sbcs/1252.mspx/ for supported character set) and UTF-8 double byte character set. The ISO 8859-1 set consists of characters from the Latin script. This character encoding is used throughout the Americas, Western Europe, Oceania, and much of Africa. It is also commonly used in most standard Romanizations of East-Asian languages. Certain characters in Central\Eastern Europe, Baltic languages, Cyrillic, Arabic, and Greek are displayed as "?" if the character encoding is not found. System directory entries, imported Outlook contacts or other usergenerated entries (i.e., IM contacts) should use Latin-1 encoding to ensure all characters are displayed properly.
Codecs
ShoreWare 10.2 supports the following codecs:
T.38 L16/16000 L16/8000 AAC_LC/32000 PCMU/8000 PCMA/8000 (G.711) G722/8000 DVI4/8000 BV32/16000 BV16/8000 G729/8000
ShoreTel 10.2
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MCM Mobile Phones

ShoreWare 10.2 supports the following mobile phones.
BlackBerry 81xx Series BlackBerry 83xx Series BlackBerry 88xx Series BlackBerry 90xx Series Motorola RAZR V3xx Nokia E61i Nokia E65 Nokia E71 Nokia E90 Nokia N78 Nokia N82 Nokia N95 HTC Mogul (Sprint PPC-6800) HTC P6500 (Sirius) HTC TyTn II BlackBerry Curve 89xx BlackBerry Tour 96xx Nokia Surge 6790 (New in ShoreTel 10.2) Nokia E72 - (New in ShoreTel 10.2) Nokia E75 - (New in ShoreTel 10.2) BlackBerry 87xx Series BlackBerry 7290 Motorola RAZR V3
The following mobile phones are no longer supported in ShoreWare 10.2.
System Capacity
ShoreWare 10.2 supports the following:
Users 10,000 users if DRS is enabled. 1,000 users per server.
ShoreGear Switches 100 switches per site. 100 switches per server. 500 switches per system. DRS needs to be enabled for systems with 100 or more switches.
ShoreGear Voicemail Model Switches 100 Voicemail Model switches per system. Servers One main server. 20 distributed servers.
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IP Phones
5 ShorePhones per ShoreGear port. 100 SIP Proxies per ShoreGear port.
Clients 10,000 Call Manager instances per system. 1,000 Call Manager instances per server. 100 Call Manager instances per WTS (64-bit) server1 200 operator clients per system. 500 monitored extensions per client. 5000 monitored extensions per system. 1000 Mobile Call Manager maximum per system. NOTE: ShoreTel headquarters server supports a combination of 1000 Call Manager and Mobile Call Manager clients at any given time. As an example, you can deploy 600 Call Manager clients and 400 Mobile Call Manager clients on one headquarter server. Mobile Call Manager is not supported on DVS.
Make-me Conferencing One conferenced party per ShoreGear port. Auto-Attendant Menus 1000 auto-attendant menus Voice Mail 10,000 mailboxes per system. 3,000 mailboxes per server. 254 simultaneous calls per server.
Call Volume 50,000 Back Hold Call Attempts. CDR Size Not restricted by ShoreWare. Workgroups ShoreTel has clarified the system's workgroup capacity limits for agents allowed in a system. The maximum number of agents supported in the system is now 300. Customers that need more than 300 agents in a contact center environment should use ShoreTel's Enterprise Contact Center product which can support up to 600 contact center agents. 256 workgroups. 300 agents per workgroup. 16 agents per workgroup when simultaneous hunt is enabled. 500 agents per system. 128 supervisors per system.
1. Assumes WTS server running on Core 2 Quad 2.4 GHz with 16 GB RAM.
ShoreTel 10.2
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ShoreWare 10.2 Features

Introduction
ShoreTel continues to be the leader in providing Pure IP telephony solutions and the ShoreWare 10.2 release is a significant milestone because it brings together all the features and functionality of the previous releases. ShoreWare 10.2 also contains new functionality which is described in detail throughout this guide. The chapter lists all the features that are available in ShoreWare 10.2. For a full description of each feature, use the reference information next to the feature.
ShoreTel Features Release 8.1 Call Manager Mobile Call Manager VPN Phone Office Anywhere over SIP Trunks Pause in Dialing -Trunk Access Automatic Ringdown Voicemail Model Switches SIP Extensions Bandwidth Management and Codec Negotiation Enhancements Voice Mail Reports Logging Switch Maintenance Operations 4ESS Call by Call Support Forward Monitored Extension to VM Encryption: 128-bit ShoreWare Configuration Database Conversion to MySQL ShoreGear Switches
ShoreTel Guide ShoreWare Call Manager ShoreWare Call Manager ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Maintenance Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide
Feature Location Chapter / Section Chap 11 / Sec 11.1 Chap 11 / Sec 11.3 Chap 8 / Sec 8.9 Chap 18 / Sec 18.1.2.5 Chap 7 / Sec 7.2.11 Chap 9 / Sec 9.12 Chap 6 / Sec 6.1 Chap 18 / Sec 18.2 Chap 9/ Sec 9.11 Chap13 / Sec 13.5 Chap A / Event Codes Chap 5 / Sec 5.5.2 Chap 12 / Sec 12.1 Chap 9 / Sec 9.11 Chap 18 / Sec 18.9.2 Chap Appendix / Sec D.1
Table 6
ShoreWare Release 8.1 Features
ShoreTel Features Release 9 Active Directory LLDP / 802.1x Unicode Character Set Support SRTP-AES Disaster Recovery Enhancements
ShoreTel Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide
Feature Location Chapter / Section Chap10 / Sec 10.5 Chap 8 / Sec 8.2.4 Chap 2 / Sec 2.8 Chap 9 / Sec 9.11.1 Chap20 / Sec 20.3.2
Table 7
ShoreWare Release 9 Features
ShoreTel 10.2
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CDR Reports - Codecs Failover Call Manager 64-bit Windows Terminal Server
ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide Director Enhancements
Chap 21 / Sec 21.1.2 Chap 5 / Sec 5.6 Chap 20 / Sec 20.3.2
DiffServ/TOS Support Support of 256 Workgroups SIP Trunk Profiles DID Enhancements
ShoreWare Planning & Installation ShoreWare Maintenance Guide ShoreWare Administration Guide ShoreWare Administration Guide Client Features
Chap 9 / Sec 9.4 Chap 16 / Sec 16.2.1 Chap 18 / Sec 18.1.4 Chap 7 / Sec 7.2.3
Announced Find Me Personalized Call Handling Parked Call Enhancements Call Handling Mode Delegation Voicemail Enhancements
ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide Client Device & Application Enhancements
Chap 12 / Sec 12.3 Chap 12 / Sec 12.3.3 Chap 10 / Sec 10.2.1 Chap 12 / Sec 12.4.3 Chap 6 / Sec 6.2.3.1
Call Manager - IM Privacy Call Manager - Contact Import MCM Location Based Service
ShoreWare Call Manager Guide ShoreWare Call Manager Guider Mobile Call Manager Guide
Chap 6 / Sec 6.2.2 Chap 12 / Sec 12.2 Chap 1 / Sec 11
Table 7
ShoreTel Features Release 9.1 Support for Windows 2008 Call Manager on 64-Bit Vista Single Sign-On Instant Messaging SIP Header Enhancement - Integration with 911 Enable Shared Call Appearances Silent Coach Hotline Mobile Call Manager - Device Enhancements
ShoreTel Guide ShoreWare Call Manager ShoreWare Call Manager ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Administration Guide
Feature Location Chapter / Section Chap 11 / Sec 11.1 Chap 11 / Sec 11.3 Chap 8 / Sec 8.9 Chap 18 / Sec 18.1.2.5 Chap 10 / Sec 10.1 Chap 11 / Sec 11.1 Chap 6 / Sec 6.1 Chap 18 / Sec 18.2
Table 8
ShoreTel Features Release 9.2 Call History Privacy Bridge Call Appearance Conferencing with Privacy Release
ShoreTel Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide
Feature Location Chapter / Section Chap 11 / Sec 11.1 Chap 11 / Sec 11.3
Table 9
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Call Manager Enhancements - Disabling Call Notes Talk Time Enhancements Voicemail Privacy
ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide
Chap 8 / Sec 8.9 Chap 18 / Sec 18.1.2.5 Chap 7 / Sec 7.2.11
Call Manager - Device Support Enhancements Voicemail Preview PIM Integration Default Network Speed Setting Fonts ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Maintenance Guide Chap 18 / Sec 18.2 Chap 9/ Sec 9.11 Chap13 / Sec 13.5 Chap A / Event Codes
Table 9
ShoreTel Features Release 10 Multi-site Paging Groups Multi-site Account Codes Multi-site Workgroups Integration with 3rd Party Unified Messaging Systems T.38 Support on ShoreGear Switches Configuring Bluetooth Waypoints on Mobile Call Manager Support for IM Responses to Inbound Calls Support for Instant Messaging in the Workgroup Agent Monitor Window Registration and Advisory Service Enhanced Call Detail Record Reporting Mobile Device Number Detection Call Manager on 64-Bit Vista
ShoreTel Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Mobile Call Manager Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Installation and Planning Guide Mobile Call Manager - Device Support Enhancements
Feature Location Chapter / Section Chap 9 / Sec 9.7 Chap 9 / Sec 9.3 Chap 16 / Sec 16.7 Chap 18 / Sec 18.3 Chap 5 / Sec 5.10 Chap 1 / Page 18 Chap 4 / Sec 4.5.7 Chap 10 / Sec 10.4.3 Chap 1 / Sec 1.4 Appendix B Chap 1/ Sec 11 Chap 2 / Sec 2.2.2
Voicemail Preview PIM Integration Default Network Speed Setting MCM Server N & N-1 Client
ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide Call Manager Enhancements
Chap 1/ Sec 11 Chap 1/ Sec 11 Chap 1/ Sec 11 Chap 1/ Sec 11
Contact Viewer Guidance Call Manager Main Window Focus Changing the Voice Mail Subject Title Download Indicator Call Notes and Routing Slip
ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide
Chap 8 / Sec 8.3 Online Help System Chap 9/ Sec 9.4.5 Chap 9 / Sec 9.3.1 Chap 4 / Sec 4.10
Table 10
ShoreTel 10.2
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Voice Mail indicator on the Taskbar for unheard messages Initiating a web conference with Converged Conferencing Facilitating a Web Conference with a non-ShoreTel User Toolbar Customization Instant Messaging in the Workgroup Agent Monitor Window Instant Messaging Back Option in the Call Alert Centralized Dial Number (DN) Enhancements
ShoreWare Call Manager Guide ShoreWare Call Manager Guide Online Help System ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Call Manager Guide ShoreWare Administration Guide
Chap 9 / Sec 9.5.1 Chap 4 / 4.7.2Sec Online Help System Chap 3 / Sec 3.4 Chap 10 / Sec 10.4.3 Chap 5 / Sec 5.32 Chap D / Sec D.0.1
Table 10
ShoreTel Features Release 10.1 Priority Group Paging Call Manager: V-1 Compatibility Malicious Call Trace (BRI) Support for Workgroup Mailbox Access for Contact Center
ShoreTel Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide ShoreWare Administration Guide
Feature Location Chapter / Section Chap 9 / Sec 9.8.1 Chap 2 / Sec 2.7 Chap 8 / Sec 8.5 Chap 16 / Sec 16.8
Table 11
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ShoreWare Server Release Notes
Simultaneous Ringing and Call Move

Introduction
In todays global markets employees are always on the go and must have the capability of receiving calls wherever they are. The ability to assign your extension to any phone permits users to be reached at any number but it does involve the user to remember to change the assessment between phones. The corridor warriors, who are joggling between a desk phone and a mobile phone through out the day would rather have both phones ringing all the time. Call Move allows the user to switch the conversation from one phone to another without disrupting the call. Simultaneous Ringing and Call Move allows users to program multiple phones at the same time from one number so that calls can be moved seemlessly from one location to another. This is accomplished without the need to have the caller call the user back if they need to switch phones.
Terms
Assigned Phone This is usually the user's deskphone but it can also the ShoreTel SoftPhone, a third party SIP phone, an analog phone connected to a ShoreTel Voice Switch. Additional Phone A Phone that can be rang at the same as the assigned phone. Additional phone can be an external phone such as a mobile phones, SIP phone, or a Off-System Extension phone. Simultaneous Ringing Destination - The The assigned phone plus any configured additional phones.
Description
The Simultaneous Ringing and Call Move functionality is available to any ShoreTel user with a need for high visibility to their callers. It allows a ShoreTel user to configure up to 3 pre defined phone devices that will ring simultaneously. The three devices are listed as one Preferred number, the users main ShoreTel extension, and up to 2 Additional numbers, which can be an external number, an Off System Extension or SIP extensions. The Simultaneous Ringing configuration is done through the user's Call Manager interface or from their user page in ShoreWare Director. After the feature is configured, the user will receive calls on their ShoreTel extension and all additional configured phones simultaneously. For convenience the feature can be turned on and off to stop the simultaneous ringing at any time. Incoming calls to Simultaneous Ringing devices are presented as standard calls with standard ring tone. A ring delay is configured for additional destinations, which allows the preferred phone to ring first if desired. After the Simultaneous Ringing call is established, the call may be moved between the Simultaneous Ringing devices. The Call Move mechanism can be initiated by a ShoreTel IP Phone softkey button, a Call Manager call cell button or a star code sequence (*23).
ShoreTel 10.2
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Implementation
Administrators can enable the features through the Telephony Class of Service. Any ShoreTel User may be configured for Simultaneous Ringing. The process for configuring Simultaneous Ringing and Call Move is described in the next sections.
Configuring Simultaneous Ringing and Call Move

In order for the user to be able to configure Simultaneous Ringing of their phones, the Administrator must first modify the default Class of Service in order to enable the user.
Figure 1
Simultaneous Ringing and Call Move - Configuration Process
Modifying Class of Service

To modify the Class of Service, follow these steps. Step 1 Log onto ShoreWare Director. Step 2 Click the Users link under the Administration section. Step 3 Click Class of Service link. Step 4 Under the Telephony Features Permissions section, select one of the feature options you wish to modify or click Add New to add a new Class of Service. Step 5 Scroll down to the Allow External Call Forwarding and Find Me Destinations area and check the Allow Additional Phones to Ring and Move Calls option.
Figure 2
Class of Service - Edit Telephony Feature Permissions
Step 6 Click Save to save your configuration.
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Configuring Users
To configure users for Simultaneous Ringing, follow these steps. Step 1 Log into ShoreWare Director. Step 2 Click the Users link under the Administration section. Step 3 Click the Individual Users link. At this point you modify on the users listed or you can create a new user. Step 4 Select the Personal Options link for the user you want to configure. Step 5 Select the External Assignment and Additional Phones option. The following page is displayed.
Figure 3
Find Me, External Assignment and Additional Phones Panel
Step 6 Under the Additional Phones section, configure up to two additional phones. Step 7 Click Save to save your configuration.
ShoreTel 10.2
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Configuring Simultaneous Ringing through Call Manager

Simultaneous Ringing and Call Move can be configured through the ShoreTel Call Manager Options and Preference panel. Users can this panel to configure the additional phones they want to use for simultaneous ringing. This will allow users to quickly turn Simultaneous Ringing On or Off as needed. To configure Call Manager to this feature, follow these steps. Step 1 Launch ShoreTel Call Manager application. Step 2 On the main toolbar, click Tools ->Options. The following panel is displayed.
Figure 4
Options and Preference - Additional Phones Panel
Step 3 Configure up to two additional phones. Step 4 Click OK to save your changes.
Disabling/Enabling Simultaneous Ringing

Users can enable or disable the Simultaneous Ringing functionality through their Call Manager application and allow them to quickly turn Simultaneous Ringing On or Off as needed. To enable or disable Simultaneous Ringing, follow these steps. Step 1 Click the ShoreTel swirl icon in the left-hand corner of the Call Manager application to display the drop-down menu.
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Step 2 Click the Additional Phones option to display the enabling and disabling call functionality as shown in the figure below.
Figure 5
Call Manager - Additional Phones Panel
Step 3 Check Enable or Disable calling. This option enables or disables calling additional phones for the current call handling mode. By default, Call Handling Modes, Standard, In a meeting, and Out of Office are enabled. Call Handling Modes, Extended Absence and Custom are disabled. You can change the Call Handling Modes setting from ShoreWare Director or Call Manager.
Figure 6
Call Handling Modes
Implementing Call Move

In the following call move implementation scenarios the phone referred to as Preferred is the Primary phone which is usually a ShoreTel phone. The Additional (destination) phones are the phones configured for Simultaneous Ringing.
Call Move from an IP Phone or Call Manager The preferred phone pushes the softkey Move or Move Call action from Call
Manager button to move the call to an Additional Phone. NOTE: Preferred phone will not ring.
Additional destination phones will start ringing with no ring delay.
ShoreTel 10.2
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Ringing on Additional phones will stop after the call is answered by an Additional phone. When additional answers, Call is Moved to Additional destination.
Call Move Using Star Code Place the call on hold. If the device is externally assigned then execute ** code
instead of hold.
Dial *23 (at the dialtone). Additional destinations will ring. When the call is answered on the additional phone, the call is moved to new device.
Call Move Cancellation Unhold the call or execute *23 code again.
If the Cancel is successful, the call is retrieved.
Important Considerations

Only SIP extension type phones can be configured as an additional device. If a conference call is in progress Call Move operation is not allowed. Call Move pull functionality is not supported from additional destinations. Call Move push functionality is not supported on SIP trunks only if they support DTMF signaling using SIP INFO. Call Move pull functionality is not supported from Call Manager. The only supported star code sequences from additional destinations is *23. Call manager only displays calls on preferred. Call Move or Simultaneous Ringing on/off is not supported from ShoreTel Mobile Call Manager. When OSE is configured as additional phone, care should be taken to make sure the simultaneous ringing call is directly placed to OSE and not AA. When cell phone is configured as additional phone, care should be taken to set the activation mode to 'answer by pressing 1' so that when the call is redirected to cell phone VM, other simultaneous ringing destinations do not stop ringing. If the preferred user is a work group agent, WrapUp softkey will be presented in place of AddOn/ AddOff softkey. However if the user receives a personal call (not a WorkGroup/ Contact Center call) then MOVE softkey will be presented.
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SIP Trunk Enhancements

Introduction
The continuing evolution and refinement of SIP as a major driver of IP telephony systems leads to continued improvements and enhancements in the ShoreTel system. One of the current industry challenges in moving towards SIP is the variance between different providers and a lack of mutually agreed-upon standards for SIP-based trunks. This leads to a requirement for increased flexibility in VOIP telephony systems to address these variances. ShoreTel 10.2 improves the flexibility of the ShoreTel system by enhancing support for SIP trunking in the following areas.
Configurable dual tone multi frequency (DTMF) Payload Type. Enhanced SIP Header for diverted outbound SIP trunk calls.
The SIP Header for diverted outbound SIP trunk calls effects ShoreTel Communicator options such as Call Forwarding, Find Me and external Extension Assignment.
Background
In previous releases ShoreTel used asymmetric-dynamic DTMF Payloads for SIP-trunk traffic. During outbound calls, ShoreTel endpoints (IP Phones, Switches, Voicemail) used value 102. During inbound calls, ShoreTel honors the payload type requested by the inbound-calling device. Although this arrangement is extremely flexible, not all SIP Trunk providers currently offer the same flexibility and may support only a fixed payload. This can create call negotiation issues between that provider and ShoreTel.
Description
ShoreTel 10.2 allows the outbound DTMF Payload type to be configured to a value (96127), which allows more precise matching to specific SIP providers requirements. If system administrators do not configure the DTMF Payload type, value 102 will continue to be the default used by the ShoreTel system.
Implementation
Once the system administrator is informed by the SIP trunk provider that a specific DTMF payload type value is required, the system administrator will enable the DTMF payload type in ShoreWare Director and input the required value. After the payload type is configured, this value will then propagate out to the entire ShoreTel system (switches, servers and softphones) during SIP call negotiation. Conference bridges and all 3rd party SIP devices requires manual configuration of the Payload Type by the system administrator based on that device. Once the manual configuration is complete, the deveice must be restarted. The ShorePhone IP 8000 conference phone will always use the DTMF payload type as 101 even if the Director setting is different. For inbound calls to the IP 8000 phone, the phone will honor the requested payload type from the inbound endpoint.
Configuring DTMF Payload Type

To configure the DTMF Payload Type, follow these steps. Step 1 Log in to ShoreWare Director. Step 2 Select Call Control from the Administration section. Step 3 Select Options from the Call Control section. Step 4 Enter the Payload Type value into the form field labeled DTMF Payload Type as shown in the figure below. NOTE: You must enter a numeric value between 96 -127.
Figure 7
Call Control Options - Edit Panel
Step 5 Click the Save button at the top of the Call Control Options page. The user will be prompted to set the Payload Type in all ShoreTel phones. NOTE: No restart is required for Switches and Servers, however the eDial Conference Bridge will require a manual update. Note: Non-ShoreTel devices will require manual configuration of this value according to the OEM instructions for that device.
SIP Diversion Header Information

When a ShoreTel user forwards a call to an external number under the various call management capabilities this call may route though a SIP trunk if the ShoreTel implementation is configured with SIP trunks. Some SIP providers require that history information such as the Original Called Number (OCN) pass in the Header information to the provider network during call setup. Previously, if this OCN did not match a DID range assigned to that SIP trunk group, it was replaced with the Caller's Emergency Service Identification number (CESID) for the site.
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However, in trunk-to-trunk transfer situations, even when the OCN or CESID was provided, that value may not have matched any value in the assigned DID range for the selected trunk group. In those cases, if valid information was not provided, the carrier may refuse to route the call as a preventive security measure against toll fraud. This enhancement provides a way to consistently a pass valid data to the SIP trunk provider so the call can be routed successfully. Once configured, this feature performs as follows: When an inbound call to a ShoreTel user is subsequently forwarded to an external destination via a SIP trunk, the ShoreTel system will provide the OCN History information (Diversion Header) to the SIP service provider. This header information will indicate the original target of the call, allowing the service provider to validate that the call is on behalf of a configured number, rather than an attempt at caller ID spoofing. In the case where the OCN does not belong to the outbound trunk group's DID range, the system will instead send the base DID range number for that trunk group, thus ensuring a valid number will be passed and the call successfully established.
SIP Header Configuration

This functionality is enabled by selecting a checkbox on the ShoreWare Director Trunk Group programming page labeled Enable Original Called Information. When checked, this will enable the Diversion Header information feature and ensure a valid number is passed in the History Information header. This number will be in preferred order starting with the configured Caller ID of the forwarding party and then the base number of the trunk group DID range. This information will be provided to the provider regardless of any Caller ID blocking of the original calling number or the Caller ID Not Blocked By Default setting of the outgoing trunk group. Additionally, depending on SIP provider, selection of a specific or customized SIP profile may be required in the SIP portion of the Trunk Group programming page. To configure the history information, Diversion Header, follow these steps. Step 1 Log in to ShoreWare Director. Step 2 Select Trunk Groups from the Trunks section. Step 3 Select the applicable SIP Trunk Group from the list of Trunk groups, or program a new group if required. See Chapter 7, Configuring Trunks, in the ShoreTel Administration Guide). Step 4 Choose the appropriate generic, vendor-specific or custom SIP profile from the pull down list, as indicated below. Note: Custom SIP profiles are required for some 3rd party vendors. Additionally, some 3rd party vendors may require History Information to be passed in the Header, again requiring a custom profile . See Chapter 18, Edit SIP Trunk Profile, in the ShoreTel Administration Guide.
ShoreTel 10.2
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Figure 8
Trunk Gropus - Edit Sip Trunk Group Panel
Step 5 In the same Trunk Group programming page, check the box next to Enable Original Called Number, as indicated below.
Figure 9
Trunk Gropus - Edit Sip Trunk Group Panel
Step 6 Click the Save button at the top of the Call Control Options page to save your configuration.
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Malicious Call Trace

Introduction
ShoreTel Release 10.2 provides organizations with the ability to report a malicious call by requesting ShoreTel Call Manager trace and record the source of the incoming call. Organizations deploying this release can provide their users with a method to initiate a sequence of events that will trace a call when they suspect that it has a malicious intent. The Malicious Call Trace (MCT) feature enables the ShoreTel phone user to identify the source of malicious calls. A user, who receives a malicious call from the PSTN via an ISDN trunk supporting MCT, can initiate a MCT on the ShoreTel phone by pressing a programmable button or entering a star code sequence or using the Call Manager toolbar button.
Background
Prior to ShoreTel 10.1 users who received a potentially menacing phones calls had no way of tracing them. Malicious Call Trace or MCT feature allows ShoreTel phone users to mark the call as malicious and enable tracing and tracking of the caller.
Terms
MCID-O An originating component that invokes the feature upon the user's request and sends the invocation request to the connected network. MCID-T A terminating component that receives the invocation request from the connected network and responds with a success or failure message that indicates whether the service can be performed. DSS1 Digital Subscriber Signaling System #1; Euro-ISDN, D channel protocol.
Implementation
Once the user initiates the Malicious Call Trace process, the ShoreTel Windows Event Log is notified and the user receives an urgent email confirming the action along with an audible tone. The system provider is notified through the PSTN of the malicious nature of the call. This allows the system provider to take action, such as notifying legal authorities. NOTE: Malicious Call Trace is an ISDN feature. It is implemented on BRI trunks to ISDN service providers supporting the feature. The ShoreTel implementation of MCT will support the ETSI standard configurable on switches supporting Euro-ISDN. Trace information is not provided to or displayed by the ShoreTel user phones.
Configuring Programmable Buttons via Director

To configure programmable buttons via ShoreWare Director, follow the procedure below:
ShoreTel 10.2
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Step 1 Launch ShoreWare Director and enter the user ID and password. Then click the Login button. Step 2 Click on the Administration link to expand the list (if it has not already been expanded). Step 3 Click on the Users link and then the Individual Users link to display the list of users on this system. Step 4 Click on the name of the user whose phone you want to modify and then click on the Personal Options tab.
Scroll to the bottom of the window and click on the Program Buttons link to display a panel similar to the one shown below
Figure 10
Program IP Phone Buttons Panel
Initiating a Malicious Call Trace with (*) Star Code

On a ShoreTel IP phone, SIP phone, Analog phone, or Extension Assignment device the user needs to place the suspected malicious call on hold and then enter the MCT star code to start the tracing process. Example: The user receives an incoming malicious call. Using a ShoreTel IP phone, SIP phone, Analog phone or Extension Assignment device the user presses the hold button and then enters *21 to start the trace sequence. Once the trace sequence starts, a confirmation tone will be played prior to returning to the call to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the local extension's mailbox, and an urgent email is sent to the recipient of the call.
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Initiating a Malicious Call Trace using a ShoreTel IP Programmable Button

On a ShoreTel IP phone, the user presses the IP Programmable Button to start the tracing process. Example: The user receives an incoming malicious call. Using a ShoreTel IP phone with programmable keys, the user presses the programmable key which will start the trace sequence. Once the trace sequence starts, a confirmation tone will be played to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the configured extension's mailbox, and an urgent email is sent to the recipient of the call.
Initiating a Malicious Call Trace using the Call Manager Toolbar Button.
Using Call Manager, the user presses the Call Manager Toolbar button to start the tracing process. Using Softphone, the user presses the IP Programmable Button to start the tracing process. The signal requesting MCT initiation is sent to the switch via TMS. NOTE: Call Manager will not support the initiation of MCT using the star code. Example: The user receives an incoming malicious call via Call Manager or a softphone, the user can press the programmable toolbar key which will start the trace sequence. Once the trace sequence starts, a confirmation tone will be played to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the configured extension's mailbox, and an urgent email is sent to the recipient of the call.
Initiating a Malicious Call Trace using a ShoreTel IP Phone without Programmable Buttons or using Analog or SIP Phone
On a ShoreTel IP phone without programmable buttons or on Analog or SIP Phone, the user places the suspected incoming malicious call on hold then enters the MCT star code to start the tracing process. Example: The user receives an incoming malicious call. The user places the call on hold and then enters *21 to start the trace sequence. Once the trace sequence starts, a confirmation tone will be played prior to returning to the call to indicate that an MCT request has been initiated, an event is logged in Director, record call is attempted to the local extension's mailbox, and an urgent email is sent to the recipient of the call.

ShoreTel MCT feature will only work with carriers supporting ETSI standard EN 300 130-1 V1.2.4. ShoreGear switches support the malicious call identification originating function (MCID-O) only. They do not support the malicious call identification terminating function (MCID-T). If the switch receives a notification from the network of a malicious call identification, it ignores the notification. Supported only for incoming calls from the ISDN network. Service provider must have MCID functionality enabled for the feature to work. ShoreTel ISDN interface on the ShoreGear BRI switches must have the Protocol Type set to ISDN User with the Central Office Type set to Euro ISDN. When MCID is initiated on a SIP phone by putting a call on hold and initiating the star code *21 sequence, after the successful initiation of the signal the previous call continues to be
ShoreTel 10.2
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held. User needs to manually unhold the call. For ShoreTel IP Phones and analog phones, the held call is connected back after MCT initiation.
Malicious Call Trace confirmation tone is not given to SIP phone. SIP calls are not automatically taken off hold. Call Manager and Softphone does not support initiation through the star code sequence. Mobile Call Manager does not support the Malicious Call Trace feature. Malicious Call Trace confirmation tone signals an invocation attempt. It does not signal that the MCT request was successfully received at the connected network (CO). The MCT response is not processed by the ShoreGear ISDN stack. Malicious Call Trace phone programmable button may configure a target mailbox for recording the call, but MCT initiated via star code will always be recorded to the initiating users mailbox (no way to specify target). Malicious Call Trace attempt can only be issued once per call. Malicious Call Trace invocation is only valid while the call is established. Malicious Call Trace is not supported on conference calls created on ShoreTel PBX. Intercommunication/Networking considerations. MCID caller info on calls between different networks is subject to agreement between the service providers.
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Priority Group Paging

Introduction
Many organizations rely on paging for critical communications with their employees. In business, calls that are made to an IP phone from a paging server will show up as normal or a non-urgent call to the user when the phone is in use. In these instances the individual being paged has no idea of this request and there is no guarantee that the individual will suspend their current call to listen to the page being delivered. Priority Group Paging is an enhancement to ShoreTel group paging functionality and provides system administrators with a method for designating groups of extensions that can be paged by dialing a single system extension and recording a message. This feature benefits customers in mission-critical industries such as health care where paging activity can occur at all times of the day and can be the difference between life and death.
Background
Paging Groups was previously implemented through the Headquarters Server where audio for any Paging Group was recorded and distributed to phones from the Headquarters server. In many cases because the intended group or users could not distinguish a regular call from a page and subsequently the call was not handled with the urgency that the page required.
Feature Description
When Priority Group Paging is enabled, the recipient of a Priority Group Page or forced page will hear the audio of the page regardless of whether or not they are on a call.. If the intended recipient is on an active call, that call will be automatically be placed on hold before the page is played. When the page completes, the call that was placed on hold will automatically resume. Priority paging differs with Paging Groups in the way a Hold/Transfer/Conference is handled. A normal Paging Group page call will terminate when the user presses Hold/ Transfer/Conference. During a priority page this operation is not allowed and will be ignored.
Terms
Group Paging Server This is the Headquarters Server or one of the Distributed Voicemail Servers. The server selected will be the source of the audio streamed to the telephones during the page.
Enabling Priority Paging Groups

Priority Paging Groups
Priority paging is an enhancement to the existing implementation of page groups by allowing the server to act as a media relay from source to the recipient. The call controller or the switch plays a limited role. NOTE: The Priority Paging feature provides new functionality to the page recipient. There are no changes in the core paging implementation.
ShoreTel 10.2.1 Page 33
To enable priority paging groups functionality, follow these steps. Step 1 Log into ShoreWare Director and select Call Control. Step 2 Under the Call Control sub-menu select Paging Groups. Create a new Paging Group or select an existing Paging Group from the list of groups displayed. The following screen is displayed.
Figure 11
Paging Groups Edit Screen
Step 3 Edit the following fields in the Edit Paging Groups screen.
Paging Group Server - The server hosting the Workgroup. All Distributed Voicemail Servers will be listed. Voice Model Switches will not be listed. Make Number Private -This check box makes the paging group extension private. When the paging group is private, it is not listed in the system directory and does not appear in the Call Manager dialing lists. Enable Priority Paging -This checkbox enables Priority Group Paging. The default is unchecked. Deliver Group Paging via -This check box allows administrators to configure preferred audio path on the phone to deliver the page.
Speakphone - The Page is played on the speaker. Active Audio Path - Active Audio path refers to the active media source such as a headset or phone handset.
Backup extension -The backup extension of the Workgroup. If the Workgroup does not answer after the specified number of rings (for example, server unavailable or network problem), the call is routed to this extension. This allows you to configure backup call routing in case of failures. No Answer Number of Rings - The default is 2 rings. This is always used for analog phones. It is used for IP phones if the phone is busy. This is a required field.
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Extension List - Select the name of the extension list to be used as the paging group from the drop-down list. Group Paging Synchronization Delay - The time in seconds that the server will wait to connect to all phones in the extension list prior to sending the audio stream to the phones. This delay was introduced to reduce the perception of audio echo when paging large groups of phones. The default time is set to 3 seconds. This is a required field..
NOTE: Refer to the ShoreTel Administration Guide for more information on all the fields Paging Groups Edit panel. Step 4 When you are finished, click Save to save your changes.
When a previously held call is restored the audio path of the original call is retained. However in a special case, i.e. when the page is over a speaker phone and the user decides to cradle the handset, the audio path is NOT restored to the previous audio path. The audio path would be speaker phone. This exception is only for Handset, headphone should work as expected. The problem with Handset is that, today IPhones are not notified when the user cradle the handset, while on the speaker. Page-over-Page is not supported, i.e. if you issue a Priority page to an extension, while the extension is already being paged, the page is presented as an incoming call. This is because we do not have priorities set for page groups. In other words, if there were priorities assigned to PGs a page-over-page would result in a lower priority page being put on hold and the higher priority page being auto answered. Other Paging group limitations apply. SIP/Analog/OAE page will still be delivered but the calls cannot be auto answered.
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Call Manager: V Minus 1 Compatibility

Introduction
The V Minus 1 Compatibility feature provides a way for organization to have greater control over which version of Call Manager should be deployed during a ShoreTel system upgrade. V Minus 1 compatibility support is designed to lessen the impact of system upgrades for customers by allowing support for previous versions Call Manager during an upgrades. V Minus 1 compatibility also allows customers to upgrade their servers first, and then their clients later. Spreading the upgrade out over time is less demanding on the IT staff and allows users to upgrade at their own convenience.
Background
In previous ShoreTel releases users were required to upgrade to a new version of Call Manager when their ShoreTel system was upgraded. Users did not have the option of maintaining a previous version of Call Manager that was not compatible with a newer version of the ShoreTel system. The benefit of the Call Manager: V Minus 1 Compatibility feature is to give system administrators more control over Call Manager upgrades using ShoreTel Director.
Terms
Major version - A major version generally constitutes a platform release of ShoreTel software. For example, ShoreTel 8, ShoreTel 9, ShoreTel 10 are considered major versions. Minor version - A minor version generally constitutes anything that comes after a decimal in a version number. For example, ShoreTel 9.1 and ShoreTel 9.2 are different minor versions. However in the examples the major version is the same. V Minus 1- Refers to clients of Version N - 1 being allowed to work against version N of the server. The difference between N - 1 and N constitutes a major release not a minor release. For example V Minus 1 compatibility would required that ShoreTel 10 clients work properly against a ShoreTel 11 server.
Feature Description
The V Minus 1 Compatibility feature gives system administrators control over Call Manager upgrades by allowing them to specify the minimum version of Call Manager for each user and suggesting an upgrade based on a minimum client version. System Administrators can implement the V Minus 1 Compatibility functionality through ShoreTel Director by configuring two system-wide settings.
Minimum Allowed Client Version - used to force users to upgrade to a specific Call Manager version. Minimum Suggested Client Version - recommend users to upgrade to specific Call Manager version.
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Implementation
To implement the V Minus 1 Compatibility functionality, follow these steps. 1. Log into ShoreWare Director and select Administration -> System Parameters. 2. Under the System Parameters sub-menu select Other Parameters. 3. Edit the Call Manager Compatibility options. 4. When you are finished, click Save to save your changes.
Figure 12
System Parameters Panel
Minimum Allowed Client Version -This value is a build version number. Only build version strings between (V-1).0.0.0 and the current server version are accepted. Minimum Suggested Client Version -This value is a build version number. Only build version numbers between the Minimum Allowed version and the current server version allowed are accepted. If no entry is made it is interpreted as a Minimum Allowed Client Version Option. The Minimum Suggested Client Version is disabled and will remain blank if the Prevent Users from Initiating Upgrades option is checked.
Installation and Upgrades

This feature is supported when the ShoreTel server is upgraded to 10.1 or later and Call Manager is less than or equal to ShoreTel version 10.0.
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Users will not see a dialog box suggesting an upgrade when the version of Call Manager is at or above Minimum Allowed Client Version, but below the Minimum Suggested Client Version. NOTE: This does not apply for upgrades from ShoreTel 10.1. Call Manager will not be aware of any settings changes until the system is rebooted to the ShoreTel 10.1 Call Manager.
ShoreTel 9.2 Customers

ShoreTel 9.2 customers using ShoreWare version (14.40.x.x - 10.41.x.x) upgrading to ShoreTel 9.2 GA build with the client upgrade fix Users running ShoreTel 9.2 clients (w/ ShoreWare version 14.40.x.x - 10.41.x.x) will be
forced to upgrade their clients.
Existing ShoreTel 9.2 customers using ShoreWare version (14.40.x.x 10.41.x.x) wishing to upgrade later to ShoreTel 10.x or ShoreTel 11.x builds Users running ShoreTel 9.2 clients (w/ ShoreWare version 14.40.x.x - 10.41.x.x) will be
forced to upgrade their clients. NOTE: Future ShoreTel 9.2 customers should use the ShoreTel 9.2 build w/ client upgrade fix.
ShoreTel 9 and 9.1 Customers

Users running ShoreTel 9.0 and ShoreTel 9.1clients will not require an upgrade if the server is upgraded to the ShoreTel 9.2 build with a client upgrade fix. Users running ShoreTel 9.0 and ShoreTel 9.1clients will not require an upgrade if the server is upgraded to 10.x
NOTE: ShoreTel 9.2 - ShoreWare versions 14.40.x.x - 10.41.x.x are NOT recommended for upgrades. Choosing the Update menu item downloads the installer and starts it automatically.
Usage
This feature offers greater latitude on how system administrators can manager the Call Manager upgrade process after a ShoreTel System upgrade. Control of this functionality is handle through ShoreWare Director. The system administrator can use ShoreWare director to prevent users from initiating upgrades. Prevent Users from Initiating Upgrades is enabled.
When Prevent Users from Initiating Upgrades option is enabled in Director, the user will see no change in functionality, except that at the administrator's discretion, Version V-1 clients will be allowed to run against Version V servers. When the Prevent Users from Initiating Upgrades option is disabled in Director, one of the following can occur.
Prevent Users from Initiating Upgrades is disabled.
Versions that are lower than the minimum allowed version - Users in this category will be forced to upgrade.
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Versions that are at or above the minimum allowed version, but lower than the minimum suggested version - Users in this category will see a dialog box suggesting an upgrade, once. If users decline the upgrade, they can still upgrade through the Call Manager Help drop-down menu. Versions that are at or above the minimum suggested version, but below the current server version Users in this category can upgrade through the Call Manager Help drop-down menu.
Outlook Integration - If an outlook version support is dropped in version V server, then V1 client is not supported. Platform support - If a particular platform support for client is dropped in version V release then V-1 client is not supported. Contact Center - V-1 feature will work for Contact Center clients as long as they do not upgrade Contact Center software. Video -The Video session between clients running version V-1 and V is not supported IM - May cause a problem if the IM Server configuration is changed or modified.
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Support for Workgroup Mailbox Access for Contact Center

Introduction
One of the biggest advantages of the ShoreTel Contact Center system is that agents use a unified desktop client to access all the Unified Communications functionality. As organizations communication needs continue to grow and become more sophisticated, customers are upgrading their Unified Communications systems from the traditional workgroup solution to a more robust call center environment utilizing ShoreTels Contact Center. However, during the upgrade process customers may lose the ability to access group voicemails if they are not logged in as an agent, supervisor or operator. ShoreTel 10.1 offers support for Workgroup Mailbox Access for Contact Center by allowing group voicemail access to all agents.
Background
Organizations who upgrade from a Workgroup solution to a Contact Center solution are losing the ability to access group voicemails using Call Manager. In previous releases, Call Manager only allowed access to the group mailbox if the user is an agent, supervisor or operator.
Terms
Workgroup Extension The Extension for a Workgroup. Backup Extension The Extension that calls are routed to when the Workgroup Extension fails to respond. Backup Auto Attendant Auto Attendant menus are managed by the switch and commonly used as the target for call routing failures.
Implementation
The Voice Mail viewer in Call Manager has been improved to allow users to view Workgroup mailboxes if the user has permission to do so. System administrators can enable this functionality through ShoreTel Director. To enable Contact Center integration, follow these steps. Step 1 Log into ShoreWare Director and select Administration -> Users-> Individual Users. Step 2 Select a user you wish grant permission to view workgroup voicemails. Step 3 On the users Edit User panel, check Enable Contact Center Integration.
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Figure 13
Edit User Panel - General
Step 4 Select Workgroups at the top of the Edit User panel and make the user a member of a Workgroup. NOTE: Verify that the client can access the group mailbox using Call Manager and you have sufficient Contact Center licenses for each user.
Figure 14
Edit User Panel - Workgroups
Step 5 When you are finished, click Save to save your changes. The Workgroup mailbox assigned to the user can be viewed in Call Manager. Users are able to do all normal operations on the Workgroup mailbox such as listen to messages, delete messages, mark messages as heard, etc.
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Support for Workgroup Mailbox Access for Contact
Figure 15
Call Manager Voicemail Pane
NOTES:
Extension-Only users are not allowed access to the Workgroup mailbox. The user must have a mailbox license. The Contact Center Agent software must be installed on the client machine that Call Manager is running on. The user client-type must be Personal or Professional to enable Contact Center Integration in Step 3.
Step 6 Verify that the client can access the group mailbox using Call Manager and you have sufficient Contact Center licenses for each user.
This feature only enables a contact center agent who is using the Professional or Personal Call Manager to listen to voice mails. The agent will not receive any Message Waiting Indicator on the phone. If voicemail routing is required then customers can purchase email licenses to route voicemail as an email into the queue.
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Mobile Call Manager Device Support Enhancements

Introduction
Definition
ShoreWare10.2 provides support for the following mobile devices:
New Supported Devices BlackBerry Curve 89xx BlackBerry Tour 96xx Nokia Surge 6790 Nokia E72 Nokia E75
Existing Supported Devices HTC P6500 Sirus HTC TyTn II BlackBerry 81xx Series BlackBerry 83xx Series BlackBerry 88xx Series BlackBerry 90xx Series Motorola RAZR V3xx Nokia E61i Nokia E65 Nokia E71 Nokia N78 Nokia N82 Nokia E90 Nokia E95
Expired Devices from this release BlackBerry 87xx Series BlackBerry 7290 Motorola RAZR V3
Table 1-1
ShoreTel 10.2 Supported Devices
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Glossary
Glossary
802.1x A component of IEEE 802.1 group of networking protocols that addresses portbased Network Access Control. It provides an authentication mechanism for devices attaching to a LAN port to either establish a point-to-point connection or prevent the device from accessing the port if authentication fails. 802.1x is based on the Extensible Authentication Protocol (EAP).
ACD see Automatic Call Distributor Active Call Handling Mode The active call handling mode is the CHM that is designated
to specify the current method of handling a users inbound calls. One mode is always active for each user. The active CHM is selected manually by the user or changes automatically based on the users schedule. network services, including LDAP-style directory services and authentication, for Windows environments. Administrators assign policies, deploy software, and apply critical updates to an organization from a single Active Directory database.
Active Directory (AD) Active Directory is a Mircosoft technology that provides various
Active Extension Assignment An Active Extension is the phone number where a users
callers are routed when the user has enabled Office Anywhere. See Office Extension Assignment and Default Office Extension Assignment.
AD see Active Directory Advanced Encryption Standard (AES) Advanced Encryption Standard is a United States
Encryption standard defined in Federal Information Processing Standard (FIPS) 192, published in Nov. 2001. AES is a symmetric block cipher which can process fixed 128bit data blocks, using 128, 192 or 256-bit keys.
AES see Advanced Encryption Standard Announced Find Me Announced Find Me is an option where the identity of an inbound
caller is provided to the Find Me call recipient. Inbound callers may be required to record their spoken name before the call is connected.
Automatic Call Distributor (ACD) An Automatic Call Distributor is a system that

distributes inbound calls to members, or agents, of the system.
Auto Find Me Auto Find Me is a Find Me option where a call recipient can program the
system to immediately forward inbound call without requiring the caller to press 1.
Available DID numbers DID numbers within a range that are not assigned to a user or
entity within the context of that range. DID number availability within a range does not consider DNIS assignments. Numbers assigned as a DNIS number are still enumerated as available within a DID range; attempts to assign these DID numbers will be unsuccessful.
Bounced Call A bounced call is a parked call that is returned to the extension that parked
the call because is was not picked up within a specified period.
Bridged Call Appearance A Bridged Call Appearance (BCA) is an extension that is shared among multiple users. Call Appearance A VoIP data structure that supports one voice call session.
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Call Detail Record (CDR) A Call Detail Record is a data record containing statistics of a
call that passed through a PBX or telephone exchange. Information provided by a CDR includes the number of the originating party, the number of the recipient, the time that the call started, and the duration of the call. ShortTel CDRs contain additional information.
Call Handling Mode A call handling mode is a ShoreTel variable that defines a method of
handling specified inbound calls. Each user is assigned five call handling modes, one of which is active and determines the users current call handling method. See Active Call Handling Mode. The five call handling modes assigned to each user are Standard, In a Meeting, Extended Absence, Out of Office, and Custom.
Call Handling Rule A call handling rule is the base unit of a Call Routing Plan that
consists of a condition and action. When a call handling rule is active and the condition is satisfied, the action specifies the method by which the ShoreTel system handles the users call.
Call Manager (client application) Call Manager is the ShoreWare client application that
manages a users calls, voicemail, and personal system settings through a graphical user interface. Call Manager (switch) Call Manager is a ShoreGear module that handles MGCP information from the IP phones to which the switch is assigned. This hardware module is not directly related to the Call Manager client application.
Call Routing Plan The Call Routing Plan is the Personal Call Handling component that
contains rules that specifies a users call handling method. The plan prioritizes a list of enabled Call Handling Rules.
Call Stack A data structure that manages an extensions call appearances. The Call Stack
Size defines the maximum number of calls including active and held calls that an extension can handle simultaneously.
CDR see Call Detail Record CDR Database A CDR database contains all CDRs generated by a ShoreTel system over a
specified period of time. The CDR database is maintained on the Main server.
CHM see Call Handling Mode Codec A codec is a device or program that encodes and decodes a digital data stream or
signal. Codecs encode a data stream or signal for transmission, storage, or encryption and decode it for viewing or editing. Codecs are typically used in videoconferencing and streaming media applications.
Coordinate Location Based Services data point that identifies a specific location in terms
of longitude, latitude, and elevation. See Location Based Services.
Current Call Handling Mode see Active Call Handling Mode. DBImport DBImport is a ShoreTel utility that uses the contents of a CSV file to update the
ShoreWare user database. DBImport.exe adds, deletes, and modifies user account records based on the CSV file contents.
Default Office Extension Assignment The Default Office Extension Assignment is the
MCM component that can specify the Active Office Extension Assignment when a user places a call or plays a voice message through MCM. See Active Office Extension Assignment and Office Extension Assignment.
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Glossary
Dial Number (DN) Dial Number the number dialed by a user. DID see Direct Inward Dialing DID Range A DID range is a list of consecutive DID numbers assigned to a Trunk Group.
Ranges assigned to a trunk group cannot overlap. A DID number can be assigned to multiple trunk groups.
Differentiated Services Differentiated Services is a computer networking architecture
that specifies a method for managing network traffic and providing Quality of Service (QoS) guarantees on IP networks. Differentiated Services can provide low-latency, guaranteed service for critical network traffic (voice or video) while providing simple best-effort traffic guarantees to less critical services (web traffic or file transfers).
Direct Inward Dialing (DID) Direct Inward Dialing is a feature offered by telephone
companies where they allocate a range of numbers to a customer's PBX. As calls are presented to the PBX, the number that the caller dialed is also given, which the PBX uses to route the call to the correct recipient. switch capacity by moving inter-site switching routing decisions from the individual switches to the ShoreWare servers. ShoreTel systems normally have a capacity of 60 switches enabling DRS increases the system capacity to 500 switches.
Distributed Routing Service (DRS) a ShoreTel system feature that increases system
DN see dial number. DRS See Distributed Routing Service. DSCP Differentiated Services Code Point is a 6-bit value, contained in the 8-bit DiffServ/
ToS field of the IP packet header, that indicates the data traffic Per-Hop Behavior (PHB).
Explicit Authentication Explicit Authentication is an LDAP process where an EA See Extension Assignment
application prompts users for credentials when they log into a network, then verifies those credentials through a call to the LDAP server.
Extension Assignment (EA) Extension Assignment is a ShoreWare user feature that

forwards calls to a designated device either a system IP phone device or a remote telephone connected to the PSTN. Extension Assignment requires administrative authorization. the original, pre-failover state. See failover.
Failback Failback is the process of restoring a server, system, component, or network to Failover Failover is the action of automatically transferring operations to a redundant or
standby server, system, component, or network to continue normal operation after the base device fails. The failover process initiates without human intervention and typically without warning. voice mailbox to contact the user at alternate devices by pressing 1 while listening to the voicemail greeting. See Auto Find Me and Announced Find Me.
Find Me Find Me is a call handling feature that allows callers who are routed to a user's
Global Positioning System The Global Positioning System (GPS) uses a constellation of
24 and 32 satellites that transmit microwave signals to GPS receivers, which they use to determine their current location, the time, and their velocity. GPS usually requires line of sight access between the transmitter and the device.
GPS see Global Positioning System

IM see Instant Messaging Instant Messaging (IM) Instant Messaging is the real-time transmission of text between
at least two parties.
Internet Telephony Service Provider (ITSP) An Internet Telephony Service Provider is a

vendor that offers Internet data services for making telephone calls.
IP Phone Configuration Switch In each ShoreTel installation, one switch is responsible

for assigning, to each IP phone, a switch that performs call manager activities.
IP Phone Failover IP Phone Failover is a ShoreTel feature that continues a voice call after
the ShorePhone loses communication with the its call manager switch. When IP Phone Failover is implemented, ShorePhones are configured to send a signal to their ShoreGear Call Manager switch every four minutes and to expect an acknowledgment from the switch. When a phone does not receive the return signal, it connects to another switch located at the same site.
IP Phone Keep Alive A signal that voice switches send to the IP phones for which they
provide Call Manager services. The system considers phones that acknowledge the signal as functioning. The signal is also referred to as a heartbeat.
ITSP see Internet Telephony Service Provider LBS see Location based service. LDAP see Lightweight Directory Access Protocol. LDAPExport LDAPExport is a ShoreTel utility that exports AD directory information to a
CSV file, whose contents can be imported to a ShoreWare user database. LDAPExport was introduced in ShoreTel to support AD Integration.
Lightweight Directory Access Protocol (LDAP) Lightweight Directory Access Protocol LLDP-MED An enhancement to the basic LLDP protocol that addresses the discovery of
endpoints by networks supporting LLDP .
is an application protocol for querying and modifying directory services running over TCP/IP .
Location based service Location based service (LBS) is a component feature that
receives data identifying the position of the device in terms of latitude, longitude, and altitude. Data reception methods include GPS access and through Mobile Cell device service transmitters. MCM location based services does not use altitude to specify the location of the device.
Monitor Extension Extension monitoring is a ShoreTel feature that permits a user to

view another users extension status and answer inbound or held calls to that extension.
MySQL MySQL is a relational database management system that runs as a server
providing multi-user access to a number of databases. MySQL is owned and sponsored by a single for-profit firm, the Swedish company MySQL AB, which is a subsidiary of Sun Microsystems. The project's source code is available under terms of the GNU General Public License, as well as under a variety of proprietary agreements. MySQL is officially pronounced My S Q L, not My sequel. This adheres to the official ANSI pronunciation.
ODBC The Open Database Connectivity specification provides a standard software API
method for using database management systems (DBMS). The designers of ODBC
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Glossary
aimed to make it independent of programming languages, database systems, and operating systems.
ODBC Connectors Drivers that provide connectivity to the MySQL server for client
programs. There are currently five MySQL Connectors Connector/ODBC, Connector/ NET, Connector/J, Connector/MXJ, Connector/PHP . route calls from the trunk group to which they are associated. A ShoreTel system typically uses Off System Extensions to connect with a legacy PBX system.
Off System Extensions Off System Extensions are ShoreTel extensions that, when dialed, Office Extension Assignment An Office Extension Assignment is a phone number to
which a users callers can be routed when the user has enabled Office Anywhere. An OE number can be any system extension or PSTN number that is accessible from the ShoreTel system. Users can define multiple office extensions, of which only one can be active at any time. See Active Office Extension Assignment and Default Office Extension Assignment.
Parking a Call Parking a call places a call on hold on another extensions call stack. Per-Hop Behavior Per-Hop behaviors define packet forwarding properties associated with
a class of traffic. Different PHBs may be defined to offer low-loss, low-latency forwarding properties or best-effort forwarding properties.
Personalized Call Handling Personalized Call Handling is a ShoreTel feature that
defines flexible handling methods for inbound calls. Calls are filtered and managed on the basis of caller identity, time or date or receipt, end user status, and caller identity.
Presence Presence is a feature that identifies and distributes the availability of system
users and other personal contacts. ShoreWare defines two types of Presence: IM presence and telephony presence.
Programmable Call Manager Toolbar Buttons Programmable Toolbar buttons is a Call

Manager feature that provides access to ShoreTel call management functions. Each User Interface button is programmed by the administrator to perform a specific function when clicked and contains text that provides function status.
Programmable IP Phone Buttons Programmable IP Phone buttons is a ShorePhone
feature that provides access to ShoreTel call management functions. Each button is programmed by the user or administrator to perform a specific function when pushed and contains an LED indicator that displays function status. different priorities to different applications, users, or data flows to guarantee a performance level for a data flow.
QoS A traffic engineering term that refers to resource reservation control by providing QuickDial Field A QuickDial field is a data entry field requesting contact information for
a system user, extension, or external contact. Upon the entry of alphanumeric characters, the field expands vertically to display all possible valid entries, filtered by the input. Users fill the field by selecting one of the options with the cursor.
Real-time Transport Control Protocol (RTCP) Real-time Transport Control Protocol,
defined in RFC 3550, is a sister protocol of the Real-time Transport Protocol (RTP) that provides out-of-band control information for an RTP flow. It accompanies RTP in the delivery and packaging of multimedia data, but does not transport any data itself. It is used periodically to transmit control packets to participants in a streaming multimedia session, primarily to provide feedback on the quality of service being provided by RTP media stream.
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Real-time Transport Protocol (RTP) Real-time Transport Protocol defines a standardized

packet format for delivering audio and video over the Internet. RTP is described by IETF RFC 3550.
RTCP see Real-time Transport Control Protocol. RTP see Real-time Transport Protocol. SDP see Session Description Protocol. Shared Call Appearance Shared Call Appearances is a ShoreTel client feature that establishes common Bridged Call Appearances between a user (executive) and at least one other user (assistant). A Shared Call Appearance is typically established to allow one or more assistants to manage inbound calls and initiate outbound calls for an executive. Secure Real-Time Transport Protocol (SRTP) Secure Real-Time Transport Protocol Session Description Protocol (SDP) Session Description Protocol is a format for
defines a profile for providing encryption, message authentication and integrity, and replay protection to RTP data streams. describing streaming media initialization parameters. The IETF published a revised specification as an IETF Proposed Standard as RFC 4566 in July 2006. SDP is intended for describing multimedia communication sessions for the purposes of session announcement, session invitation, and other forms of multimedia session initiation. SDP does not provide the content of the media form itself but simply provides a negotiation between two end points to allow them to agree on a media type and format. typically used for setting up and tearing down multimedia communication sessions including voice and video calls. SIP also supports video conferencing, streaming multimedia distribution, instant messaging, and presence information.
Session Initiated Protocol (SIP) Session Initiation Protocol is a signalling protocol that is
Single Sign On (SSO) Single Sign On (SSO) is an LDAP process where applications
automatically authenticate LDAP users that are logged into the network domain through their current network credentials. Such users logged into the network are not prompted to re-enter their credentials.
SIP see Session Initiated Protocol. SIP Extensions SIP Extensions are ShoreTel extensions that provide calling services
through SIP devices. By default, ShoreTel extensions support MGCP devices.
SIP Trunk A SIP trunk is an ITSP service that supports business VoIP sessions to
endpoints outside of an enterprise network through the connection that accesses the Internet. characterized by transmission capabilities, device extensions, and other parameters required by ShoreTel devices. Switches, servers, users, and other ShoreWare entities are associated with a site.
Site A site is a ShoreWare data structure that is identified by a geographic location and
SRTP see Secure Real-Time Transport Protocol. SSO see Single Sign On. System Database The ShoreTel system database is the data structure that retains system
operational information concerning user accounts, system architecture, switches, servers, sites, and status. Changes made through ShoreWare Director are stored in the system database.
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Glossary
ToS An eight-bit field in the IP Packet Header, previously referred to as Type of Service,
that is used to accommodate applications that require real-time data streaming, as specified by RFC 3168. The ToS fields contains a six-bit Differentiated Services Code Point and a two-bit Explicit Congestion Notification field.
Unparking a Call Unparking a call is the retrieval of a parked call to the extension that
parked the call.
Waypoint A known location specified by coordinates, associated with a coverage area

(radius), and identified by a descriptive label.
Workgroup Workgroups is a ShoreWare entity that performs ACD functions for inbound
calls. Calls are routed to a workgroup through an extension which, in turn, routes them to workgroup agents. Each workgroup is assigned an extension, mailbox, and other parameter settings.
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Shoretel 10.2 Release Notes

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Shoretel 10.2 Release Notes

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ShoreTel 10.

ShoreWare Release Notes

Document and Software Copyrights

ShoreWare Release Notes

ShoreWare 10.2 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Simultaneous Ringing and Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

SIP Trunk Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

ShoreWare Release Notes

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Malicious Call Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Priority Group Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Call Manager: V Minus 1 Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Support for Workgroup Mailbox Access for Contact Center . . . . . . . . . . . . . . . . . . . . 41

Mobile Call Manager Device Support Enhancements. . . . . . . . . . . . . . . . . . . . . . . . . 45

ShoreWare Release Notes

System Specifications Hardware and Software Requirements

System Specifications Hardware and Software Requirements

Server Hardware Requirements

Maximum number of users per System

Maximum Maximum number of System BHCC1 users assigned per Server

Maximum BHCC per server2eports run outside business hours

Maximum BHCC per server2 Reports run during business hours

Small Medium Large

500 2,500 10,000

500 1,000 1,000

5,000 25,000 50,000

1,000 5,000 10,000

Not Recommended3 1,000 5,000

Main Server Hardware Requirements

System Specifications Hardware and Software Requirements

ShoreWare Release Notes

Network 100 T-Base

100 Base-T or Gigabit Ethernet Gigabit Ethernet

Main Server Recommendations

Maximum Users per DVM Server 500 1,000 1,000

Small Medium Large

DVS Hardware Recommendations

ShoreWare Release Notes

System Specifications Hardware and Software Requirements

Size Small Medium Large

Network 100 T-Base 100 Base-T Gigabit Ethernet

DVS Hardware Recommendations

Client Device Requirements

Client Hardware Requirements

Video Bandwidth Requirements

System Specifications Hardware and Software Requirements

ShoreWare Release Notes

Disk Spacea XP/Vista 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB XP 1 GB 1 GB 1 GB 1 GB 1 GB 1 GB

100 MB 150 MB 150 MB 150 MB 150 MB 150 MB

Client Device Hardware Requirements

VGA: 600 kbps XGA: 1.2 Mbps

Video Hardware Requirements

Director and ShoreWare Web Access Requirements

MS Internet Explorer 7.0 MS Internet Explorer 8.0

ShoreWare Release Notes

System Specifications Hardware and Software Requirements

Upgrade Paths and Application Support

System Specifications Hardware and Software Requirements

ShoreWare Release Notes

Outlook 2003, SP2 Outlook 2007, 32-bit SP2

IM and Presence Server for Call Manager IM

OCS2007 OCS2007 R2 Standard/Enterprise Editions Converged Conferencing 7.1

Call Quality Monitor

ShoreWare Release Notes