ShoreTel 12.2 Maintenance Guide 220T1 Shore Tel
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ShoreTel 12.2 Maintenance Guide Part Number 800-1628-01 Document and Software Copyrights Copyright © 1998-2012 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, ShoreTel (and logo), ControlPoint, Brilliantly Simple, Brilliantly Simple Communication, ShoreCare, ShoreGear, ShorePhone, and ShoreWare are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. The ShoreTel logo is a trademark of ShoreTel, Inc. in the United States and/or other countries.. All other copyrights and trademarks herein are the property of their respective owners. Version Information Maintenance Guide ShoreTel Release 12.2 Document Part Number: 800-1539-01 Version: MG_GA_12.2_20120118 Date: January 18, 2012 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 CONTENTS 3 CHAPTER 1: ABOUT THIS GUIDE 9 1.1 OF Conventions Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 1.1.1 1.2 Syntax Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 For More Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 CHAPTER 2: SHORETEL ARCHITECTURE 2.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2.1.1 2.1.2 2.1.3 2.1.4 2.2 Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Distributed Switch Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Distributed Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Embedded IP Phone Display Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Public Switched Telephone Network (PSTN) Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . Distributed CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . For More Information on System Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 25 26 26 27 27 On-hook Call from Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Quick Dial Call from Communicator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Inbound Call from a Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 TCP/IP Ports Used by the ShoreTel System. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 2.6.1 2.6.2 2.6.3 2.6.4 2.6.5 2.6.6 ShoreTel Voice Switch and ShoreTel Server Connections . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Voice Switch to ShoreTel Voice Switch Connections . . . . . . . . . . . . . . . . . . . . . IP Phone to ShoreTel Server Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Server to ShoreTel Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Server to ShoreTel Director Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Server to ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CHAPTER 3: SHORETEL SERVERS 3.1 16 19 20 22 Call Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 2.5.1 2.5.2 2.5.3 2.6 Distributed Applications Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Distributed Call Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Single System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 System Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 2.4.1 2.4.2 2.4.3 2.4.4 2.4.5 2.4.6 2.5 12 12 13 13 ShoreTel System Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 2.3.1 2.3.2 2.3.3 2.3.4 2.4 ShoreTel Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Voice Switches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP Endpoints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Client Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreTel Distributed IP Voice Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.2.1 2.2.2 2.2.3 2.3 11 29 31 31 32 33 33 35 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 3.1.1 3.1.2 ShoreTel 12.2 Headquarters Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Distributed Voice Servers (DVS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 3 Maintenance Guide 3.1.3 3.1.4 3.1.5 3.1.6 3.2 Server Software Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 System File Backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Installer Logging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Quick Look. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Event Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the System Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the Trunk Test Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using the cfg Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Dr. Watson . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP Address from DHCP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting the IP Address with VxWorks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing ShoreTel Voice Switch CLI on the SoftSwitch. . . . . . . . . . . . . . . . . . . . . . . . . . Modifying Router Auto-Delete Properties for ICMP Redirects . . . . . . . . . . . . . . . . . . . . . Using a Telnet Session to Set IP Address and Boot Parameters . . . . . . . . . . . . . . . . . . . . . Boot Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ipbxctl Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Burnflash Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 4.6.1 4.6.2 4.6.3 4.6.4 Switch Trunk Debugging Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VxWorks Command Line Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting to a ShoreTel Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Power over Ethernet Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CHAPTER 5: VOICEMAIL MODEL SWITCHES 5.1 5.2 81 Accessing Voicemail Model Switch Utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Switch Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Server Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Booting and Restarting V Model Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 5.3.1 5.3.2 4 70 71 79 79 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 5.2.1 5.2.2 5.2.3 5.3 63 63 65 65 66 68 ShoreTel Voice Switch Configuration Reset . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 ShoreTel Voice Switch Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 4.5.1 4.5.2 4.6 Using Quick Look to Perform Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Performing a Manual Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 ShoreTel Voice Switch Boot Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 4.3.1 4.3.2 4.3.3 4.3.4 4.3.5 4.3.6 4.4 4.5 61 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 ShoreTel Voice Switch Firmware Upgrades. . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 4.2.1 4.2.2 4.3 43 44 44 44 51 52 54 Services (Processes) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 ShoreTel Server File System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Registry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 ShoreTel Release Numbering Scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 CHAPTER 4: SHORETEL VOICE SWITCHES 4.1 4.2 36 38 40 41 Diagnostic and Troubleshooting Information . . . . . . . . . . . . . . . . . . . . . . . . . . 43 3.3.1 3.3.2 3.3.3 3.3.4 3.3.5 3.3.6 3.3.7 3.4 3.5 3.6 3.7 Configuration Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Control Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Media Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Integrated Server Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 3.2.1 3.2.2 3.3 Table of Contents Manually Specifying Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Reboot Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Table of Contents 5.4 Switch Diagnostics and Repair. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 5.4.1 5.4.2 5.4.3 5.4.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11 5.12 5.13 5.14 Maintenance Guide Switch Trunk Debug Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating an tcpdump File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recording Audio from a Switch Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reformatting the Compact Flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . stcli Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 SVCCLI Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 CLI Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Cfg Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 UBOOT Commands and Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Burnflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 ipbxctl . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 regedit Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Windows Registry Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 ShoreTel Server File System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 CHAPTER 6: IP ENDPOINTS 6.1 Boot Configuration Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IP Phone Configuration Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other Customizable Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DHCP Site Specific Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PhoneCTL Command Line Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 118 123 124 132 SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Dial Tone Behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 6.6.1 6.6.2 6.6.3 6.6.4 Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Park. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hold (multi-line IP phones: 212k/230/530/560/560g/565/655). . . . . . . . . . . . . . . . . . . . Hold (single-line IP phones: 110/115/210) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CHAPTER 7: SERVICE APPLIANCE 100 (SA-100) 7.1 7.2 112 113 113 114 116 117 117 ShoreTel Converged Conference Bridges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 6.5.1 6.6 Viewing System IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . On Screen Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Diagnostic and Failure Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting the IP Phone Display. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manually Configuring the Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying IP Phone Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Resetting the ShoreTel IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Diagnostics & Configuration for ShoreTel IP Phones . . . . . . . . . . . . . . . . . . . 118 6.4.1 6.4.2 6.4.3 6.4.4 6.4.5 6.5 IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Boot Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 IP Phone Firmware Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 6.3.1 6.3.2 6.3.3 6.3.4 6.3.5 6.3.6 6.3.7 6.4 109 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.1.1 6.1.2 6.2 6.3 89 90 90 90 137 138 138 138 139 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 SA-100 Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 7.2.1 7.2.2 7.2.3 7.2.4 7.2.5 ShoreTel 12.2 SA-100 Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manual Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Restoring the SA-100 Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manual Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Backup and Restore FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 141 142 143 144 5 Maintenance Guide 7.2.6 7.3 Disk Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Log Files and Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 7.3.1 7.3.2 7.4 7.5 Table of Contents SA-100 Logging Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 SA-100 Processes and Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Log Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 SA-100 Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 7.5.1 7.5.2 Accessing the SA-100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Accessing Utilities from SSH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 7.6 7.7 Booting and Restarting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Diagnostics and Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 7.8 Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 7.7.1 7.8.1 7.8.2 7.8.3 7.8.4 7.8.5 Restore Factory Default . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 stcli Command Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SVCCLI Command Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CLI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . UBOOT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Regedit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CHAPTER 8: SHORETEL CLIENT APPLICATIONS 8.1 Communicator Application Suite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Theory of Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 8.2.1 8.2.2 8.2.3 8.2.4 8.2.5 8.2.6 8.2.7 8.2.8 8.3 8.4 Troubleshooting Login or Startup Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Troubleshooting Telephony Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Confirming TAPI Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 Troubleshooting Caller ID Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Troubleshooting Configuration Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Troubleshooting MAPI Contact Import Problems Using SHAdrTst.exe. . . . . . . . . . . . . . . 164 Using the History File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Using Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Setup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Communicator: V-1 Compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 8.4.1 Existing Communicator Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 APPENDIX A: EVENT CODES A.1 A.2 A.3 6 169 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Event Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Using the Event Code Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 A.3.1 A.3.2 A.4 A.5 A.6 A.7 A.8 A.9 A.10 A.11 A.12 157 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 8.1.1 8.1.2 8.2 155 155 156 156 156 Reading the Event Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 About Severity Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 TMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 TDI Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Event Watch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 Configuration Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Port Mapper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Trigger Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199 Distributed Routing Service (DRS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Table of Contents A.13 A.14 A.15 A.16 A.17 A.18 Maintenance Guide Kadota Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Call Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Workgroup Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 CSIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 IP Phone Console Server (IPCS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 IP Phone Display Server (IPDS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204 APPENDIX B: DCOM PERMISSIONS B.1 B.2 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207 Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 B.2.1 B.2.2 B.2.3 B.2.4 B.2.5 My Computer Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TriggerServer Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Kadota Utilities Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . TMSManager2 Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ZinManager Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . APPENDIX C: DEBUG COMMANDS C.1 223 224 224 224 ShoreGear 90 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 90BRI Voice Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 50 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 30 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 30BRI Voice Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 220T1 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 220T1A Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear-220E1 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear T1k Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear E1k Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 227 229 231 233 235 236 238 239 240 ShoreGear 90V Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 ShoreGear 90BRIV Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243 ShoreGear 50V Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Specification – SG 1U Full Width Switches. . . . . . . . . . . . . . . . . . . . . . . . . . . 247 D.5.1 D.5.2 D.5.3 D.5.4 D.6 ShoreGear 1-U Half Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear Voicemail Model Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 1-U Full Width Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear IPBX Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Specifications – SG Voice Model Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 D.4.1 D.4.2 D.4.3 D.5 223 Specifications – SG 1-U Half-Width Switches . . . . . . . . . . . . . . . . . . . . . . . . . 225 D.3.1 D.3.2 D.3.3 D.3.4 D.3.5 D.3.6 D.3.7 D.3.8 D.3.9 D.3.10 D.4 221 Switch Model Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 Switch Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223 D.2.1 D.2.2 D.2.3 D.2.4 D.3 208 210 213 216 219 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221 APPENDIX D: SWITCH PORT PINOUTS D.1 D.2 207 ShoreGear 120 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 24A Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear 60 Voice Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ShoreGear-T1 and ShoreGear E1 Voice Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247 249 251 255 Specification – IPBX Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256 D.6.1 D.6.2 ShoreTel 12.2 IPBX-24 Voice Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256 IPBX-T1 and IPBX-E1 Voice Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258 7 Maintenance Guide GLOSSARY Table of Contents 259 A. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260 B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 C. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 D. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268 E . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272 F . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273 G. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274 H. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275 I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276 L . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278 M . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 N. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281 O. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282 P . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283 Q. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286 S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287 T . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290 U. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292 V. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293 W . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294 X . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295 8 C H A P T E R 1 About This Guide The ShoreTel Maintenance Guide describes how to troubleshoot and solve problems that can arise in a highly complex system. 1.1 Conventions Used • Courier font For code examples and information that you type. • UPPERCASE WORDS For keywords related to the ShoreTel system. • WARNING (alert) For preventing data loss or equipment damage (if instructions are not followed). 1.1.1 Syntax Used • Italic text For variable parameters that can change depending on usage. For document names and path names. • < > (brackets) For items supplied by user and variables in event codes. 1.2 For More Information • ShoreTel Planning and Installation Guide Comprehensive guide to planning and implementing full-featured, enterprise-class VoIP system. • ShoreTel Administration Guide Detailed reference guide to administering ShoreTel system.\ ShoreTel 12.2 9 Maintenance Guide 10 Chapter 1: About This Guide C H A P T E R 2 ShoreTel Architecture 2.1 Overview The ShoreTel system is a highly distributed, highly reliable voice communication system. A complete ShoreTel system is composed of four fundamental components: • • • • ShoreTel servers ShoreTel Voice Switches IP endpoints such as IP phones Client applications The system may also include: • • • ShoreTel Conferencing and Instant Messaging Services ShoreTel Converged Conference Solution ShoreTel Contact Center Solution The ShoreTel system’s components interact with each other in a distributed environment. The heart of the architecture is the Telephony Management Service (TMS), which provides overall control for the entire ShoreTel system. The administrative client, ShoreTel Director, is used to configure and manage the whole system. Figure 2.1.1 shows the various components of a ShoreTel system and how they interact with the public switched telephone network (PSTN) and IP-based networks. ShoreTel 12.2 11 Maintenance Guide Figure 2-1 2.1.1 Chapter 2: ShoreTel Architecture ShoreTel System ShoreTel Servers Each ShoreTel system includes a main server called the Headquarters (HQ) server. Systems may optionally include distributed applications servers, called Distributed Voice Servers (DVS). Each server provides a local instance of TMS that supports applications such as voice mail, workgroups and ShoreTel Communicator. Each instance of TMS manages its local SoftSwitch and can be configured to manage ShoreTel Voice Switches as well. The DVS servers continue to rely on the HQ server for configuration changes, but otherwise can operate independently of the HQ server. 2.1.2 ShoreTel Voice Switches ShoreTel Voice Switches provide physical connectivity for the PSTN and analog phones, and logical connectivity for IP endpoints on a reliable, highly scalable platform for the ShoreTel call control software. The ShoreTel Voice Switches receive their configuration information via TMS. 12 Chapter 2: ShoreTel Architecture 2.1.3 Maintenance Guide IP Endpoints The ShoreTel system manages calls and applications for three types of IP endpoints: IP phones, SoftPhones, and ShoreTel converged conference bridges. IP endpoints are identified by IP address and can exist anywhere on the network. 2.1.4 ShoreTel Client Applications The client applications, e.g. Communicator, interact with the TMS using the Telephony Application Programming Interface (TAPI) for call handling and the Client-Server Internet Service (CSIS) interface for data handling. Client applications use CSIS to retrieve and update data through the ZIN Manager (DCOM) interface. 2.1.4.1 ShoreTel Communicator Communicator provides desktop call control as well as voice mail, directory, and call logging features. Microsoft Outlook users can integrate their voicemail, contacts, and calendar with the ShoreTel system. 2.2 ShoreTel Distributed IP Voice Architecture The ShoreTel system is a completely distributed voice communication solution with no single point of failure, which is layered on top of your IP network. Central to the system is the standards-based Distributed IP Voice Architecture (Figure 2.2.1), which uniquely distributes call control intelligence to voice switches connected anywhere on the IP network. In addition, the Distributed IP Voice Architecture distributes voice applications, including voice mail systems, workgroups, account codes and automated attendants, to servers across locations, rather than centralizing applications at the HQ server. The resulting solution provides a single image system for all locations and voice applications. Figure 2-2 The Distributed IP Voice Architecture of the ShoreTel System Integrated Applications Open Applications Open Third-Party Applications Open API Layer Distributed Applications Platform Single System Management Distributed Call Control Open Protocol Layer Voice Endpoints ShoreTel 12.2 13 Maintenance Guide 2.2.1 Chapter 2: ShoreTel Architecture Distributed Applications Platform The ShoreTel system's ability to support applications on distributed servers across the enterprise while maintaining a single, cohesive system depends on the ShoreTel Telephony Management Service (TMS) and the ShoreTel Distributed Telephony Application Service (DTAS). TMS runs on each ShoreTel server and observes all call activity for the SoftSwitch and ShoreTel Voice Switches it manages. DTAS also runs on each ShoreTel DVS server and directs requests to the appropriate TMS. By installing a DVS at the same site as the users, applications such as voice mail, workgroups and Communicator can run locally, regardless of the network availability to the Headquarters server. In addition, by hosting applications, services, and APIs on multiple ShoreTel servers, the system can scale as necessary by adding ShoreTel servers. For added local reliability, a working copy of the HQ database can reside on each DVS server in the system in the event contact with HQ is lost. The ShoreTel TMS/DTAS software exposes a Telephony Application Programming Interface (TAPI) for call control, and a TAPI WAV interface for media playing and recording. These open APIs allow value-added applications to be added to the ShoreTel system to provide voice services. Even when there are multiple DVS, the ShoreTel system is still managed and behaves as a single image system with complete feature transparency between sites. 2.2.2 Distributed Call Control Distributed call control is a key concept of the ShoreTel system. Based on the industrystandard SIP protocol, ShoreTel’s distributed call control software runs on every ShoreTel Voice Switch in the ShoreTel system. Each switch call control element manages the call setup and teardown, including features such as transferring, conferencing, and forwarding calls, using call permissions, and call routing for the endpoints that it supports (both analog and IP). The voice switches communicate on a peer-to-peer basis, eliminating any single point of failure. For instance, if one ShoreTel Voice Switch goes offline, all other ShoreTel Voice Switches continue operating. When the voice switch comes back online, it rejoins the voice network with no impact on system operation. There is no server involved with the basic telephony, so the system delivers levels of availability unmatched by even legacy vendors. ShoreTel Voice Switches build an internal routing database from the peer-to-peer communication with other switches. Each ShoreTel Voice Switch contains routing information for all endpoints in the system, including information regarding trunk selection for outbound calls (unless Distributed Routing Service is enabled. See Section 2.2.2.1 on page 15.) When a user places a call from any extension, each switch can route the call to the correct ShoreTel Voice Switch based on its internal routing database. Sites can typically support up to 100 ShoreTel Voice Switch voices switches depending on the system configuration. The heart of the ShoreTel system is the distributed call control software, which runs on the ShoreTel Voice Switches on top of VxWorksTM a real-time operating system, and on the ShoreTel Voice Mail Box switches, which run on top of the LINUX operating system. Each call control element manages the call setup and call teardown, including features such as transfer, conference, forward, call permissions, and call routing. 14 Chapter 2: ShoreTel Architecture 2.2.2.1 Maintenance Guide Distributed Routing Service Distributed Routing Service (DRS) allows larger systems to scale beyond 100 switches up to a total of 500 switches (including SoftSwitches). The Distributed Routing Service is optional on systems up to 100 switches, but must be enabled on systems with 100 or more switches. When Distributed Routing Service is enabled, ShoreTel Voice Switches only exchange routing information with other switches configured in the same site, rather than exchanging information with every switch in the system. Although each ShoreTel Voice Switch only maintains routing information within its site, each ShoreTel server also includes an instance of the Distributed Routing Service, which maintains system-wide routing information. When site-to-site calls are initiated, ShoreTel Voice Switches contact the Distributed Routing Service in order to find the ShoreTel Voice Switch or switches necessary to complete the call. In a system with more than one ShoreTel server, the ShoreTel Voice Switches may contact an alternate instance of the routing service if the primary instance is unreachable. ShoreTel servers have a hierarchical relationship, with the Headquarters server at the top of the hierarchy. As you add DVS servers to the system using ShoreTel Director, you define the order of the servers in relation to the Headquarters server and the various sites in your system. Initially, the switches try to contact the nearest instance of the Distributed Routing Service in the hierarchy. If that instance of DRS is unreachable, the switch contacts the instance of DRS at the parent server in the hierarchy as a fallback. If both instances of DRS are unreachable, the switch makes a best effort to route the call based on its internal routing tables built from communicating with peer ShoreTel Voice Switches at the same site. Additionally, if the call is an external call, the call may be routed out a local trunk even though it may not be the lowest cost. If the call is an internal call, it is redirected to the Backup Auto-Attendant. 2.2.3 Single System Management The ShoreTel system provides a browser-based network management tool called ShoreTel Director that provides a single management interface for all voice services and applications across all locations. Although there are multiple servers and switches to support the services and applications, the ShoreTel system provides a single image system across your entire network. Integrated management enables a change to propagate dynamically across the system each time a modification is made on the ShoreTel system. When you add a new user to the system, that user automatically receives a dialing plan, voice mail, an extension, a mailbox, an Auto-Attendant profile, and an email reminder to download the desktop software. In addition, the user can be added to a Workgroup, if needed. You add new users and place them in Workgroups from a single management screen. If ShoreTel Conferencing and Instant Messaging Services are implemented, using the Service Appliance 100 (SA-100), then these services are also fully integrated into the ShoreTel single image management system. However, the ShoreTel Converged Conference Solution and the ShoreTel Enterprise Contact Center Solution are managed separately with their own management systems. The ShoreTel system provides automated software distribution for all components on the system. When you add a new ShoreTel Voice Switch to the system, it is automatically upgraded to the current software release by the ShoreTel server. Existing ShoreTel Voice ShoreTel 12.2 15 Maintenance Guide Chapter 2: ShoreTel Architecture Switches download the current software when you reboot the switches (see Section 4.2 on page 62). The Headquarters server does not upgrade distributed servers. Distributed servers must be upgraded independently. When you add a new user to the system, the user receives an email message containing a URL from which desktop call control and unified messaging applications can be downloaded and installed. For software upgrades at the Headquarters site, you simply install the new software on the ShoreTel servers. Users are notified of the new software release and are automatically prompted to upgrade their software, if an upgrade is mandatory. The ShoreTel management software also provides a complete suite of maintenance tools that enable you to monitor and change the status of components on the system. The system can be configured with event filters that automatically generate an email message if an error occurs on the system. 2.3 ShoreTel System Communications ShoreTel system communications can be divided into four basic communication types: • • • • Call Control Configuration TAPI Media The communication streams and the protocols that support them are explained in the following sections. 2.3.1 Call Control ShoreTel uses two protocols to process and manage calls: • • Media Gateway Control Protocol (MGCP) An enhanced version of Session Initiation Protocol (SIP) Media Gateway Control Protocol (MGCP) is used between IP phones (and other IP endpoints) and ShoreTel Voice Switches. MGCP manages the setup and teardown of media streams and some basic phone operations. Figure 2.3.1.1 shows where SIP and MGCP are used in a ShoreTel system. Call control between ShoreTel switches is based on the emerging Session Initiation Protocol (SIP), an application-layer protocol defined by IETF for voice-over-IP applications. Independent of the packet level, SIP establishes, modifies, or terminates sessions without respect to media content. Because of its extensibility and advanced integration capabilities, SIP is considered the next-generation protocol standard for real-time communications. 16 Chapter 2: ShoreTel Architecture Figure 2-3 ShoreTel 12.2 Maintenance Guide SIP and MGCP in a ShoreTel System 17 Maintenance Guide 2.3.1.1 Chapter 2: ShoreTel Architecture ShoreTel’s Enhanced SIP Call Control In ShoreTel’s implementation of SIP call control, functions are split among the following software modules: • • • • • User Agent Location Service Local Call Routing Service Admission Control Service Bandwidth Manager SIP architecture deploys a peer-to-peer model in which endpoints can function either as clients or servers. User Agents User agent objects represent call endpoints—an extension or a trunk. Each user agent is addressable by a SIP URL. For extensions, the URL syntax is: sip:nnn@ip_addr:5441, where nnn = extension number ip_addr = ip address 5441 = UDP port number used by ShoreTel Call Control For trunks, the URL syntax is: sip:TGrp_xxxpyy@ip_addr:5441, where xxx = trunk group number yy = port number 5441 = UDP port number used by ShoreTel Call Control In ShoreTel’s call control protocol, user agents representing endpoints on an IP network operate as peers, functioning as clients when initiating requests, and as servers when responding to requests. Location Service Endpoint location exchange is performed via ShoreTel’s proprietary Location Service Protocol (LSP). When switches first connect, they exchange all known SIP URLs. Afterwards, only configuration updates are transmitted. LSP is based on UDP. The service relies on keep-alive pings (sent every 30 seconds) to detect dead switches. Admission Control Service Admission Control Service instructs Bandwidth Manager to reserve bandwidth for intersite calls. If a request is successful, updates are sent to Bandwidth Managers running on other switches at the same site. Bandwidth Manager A distributed Bandwidth Manager keeps track of intersite bandwidth use. A Bandwidth Manager runs on each ShoreTel Voice Switch. ShoreTel Voice Switches reserve bandwidth from the Bandwidth Manager via the ShoreTel Bandwidth Reservation Protocol (BRP). Figure 2.3.1.1 shows a hypothetical system with the call control protocols illustrated in simplified form. 18 Chapter 2: ShoreTel Architecture 2.3.1.2 Maintenance Guide Media Gateway Control Protocol IP phones and other IP endpoints communicate with ShoreTel Voice Switches via MGCP, a device control protocol. The relationship between the switch (call manager) and the phone (gateway) follows a master–slave model. MGCP, an industry-standard protocol, is used to: • • • Deliver information to the IP phone display Set up and tear down media streams Report phone events such as key presses, on-hook, and off-hook Figure 2.3.1.1 shows a hypothetical system with the call control protocols illustrated in simplified form. 2.3.2 Configuration ShoreTel maintains a configuration database with all the static and dynamic system configuration data. Any modifications made to the configuration database are broadcast to other system components, such as the server applications and TMS. The database is accessed and updated via Microsoft’s Distributed Component Object Model (DCOM) protocol. ShoreTel also uses DCOM to send call information to the Call Detail Report (CDR) database, which is in Crystal Reports format. TMS uses Network Call Control (NCC) to send each switch its configuration information. The ShoreTel Voice Switches that are connected to the network (via LAN/WAN) interact with the TMS using the NCC Client interface. Figure 2.3.3 shows a hypothetical system with DCOM communication flows. ShoreTel 12.2 19 Maintenance Guide Figure 2-4 Chapter 2: ShoreTel Architecture DCOM Protocol in a ShoreTel System Headquarters Site Regional Site HQ Server Remote Server Telephony Management Service (TMS) ShoreGearT1 Switch TMS ShoreWare Director DTAS Distributed Telephony Application Service (DTAS) SoftSwitch Data Services Voice Mail ShoreGearT1 Switch ShoreGear 120/24 Switch Media Driver Sys Configuration Database CSIS IP Phone Analog Phone IPDS CDR Database ShoreGear 120/24 Switch Desktop Clients DRS Softswitch Internet Information Server (IIS) Analog Phone Analog Phone Small Office / Home Office Client Server Internet Services (CSIS) ShoreGear 120/24 Switch IP Phone Display Service (IPDS) Distributed Routing Service (DRS) ShoreGear 120/24 Switch Desktop Clients IP Phone IP Phone IP Phone Voice Mail IP Phone Media Driver Sys Teleworkers Remote Server TMS Desktop Clients Soft Phone DTAS OR Desktop Clients Soft Phone IP Phone SoftSwitch Voice Mail Desktop Clients ShoreGear 120/24 Switch Media Driver Sys CSIS IPDS DRS 2.3.3 ShoreTel Conference Bridge Legend = Configuration Data (NCC) = Configuration Data (DCOM) = Confiiguration Data (HTTP) = Call Detail Report Data (DCOM) TAPI All ShoreTel applications, including Workgroups, Voice Mail, and Account Code Collection, communicate via TAPI to other system components. All applications that need to interact with distributed call control do so via TAPI. Applications use TAPI to communicate call control information to TMS, and TMS communicates this information to all other system components as needed. Figure shows how the ShoreTel system uses NCC and RPC to pass TAPI information in the system. 20 Chapter 2: ShoreTel Architecture Figure 2-5 Maintenance Guide NCC and RPC Communications in a ShoreTel System Headquarters Site Regional Site HQ Server Remote Server ShoreWare Director Telephony Management Service (TMS) ShoreGearT1 Switch TMS DTAS Distributed Telephony Application Service (DTAS) ShoreGear 120/24 Switch SoftSwitch Voice Mail Data Services Media Driver Sys ShoreGearT1 Switch Configuration Database CSIS ShoreGear 120/24 Switch IP Phone Analog Phone IPDS CDR Database Desktop Clients DRS Softswitch Analog Phone Analog Phone Internet Information Server (IIS) Client Server Internet Services (CSIS) ShoreGear 120/24 Switch ShoreGear 120/24 Switch IP Phone Display Service (IPDS) Distributed Routing Service (DRS) Small Office / Home office IP Phone Desktop Clients IP Phone IP Phone IP Phone Voice Mail Media Driver Sys Remote Server TMS Teleworkers Desktop Clients Soft Phone Desktop Clients OR Desktop Clients Soft Phone IP Phone DTAS SoftSwitch ShoreGear 120/24 Switch Voice Mail Media Driver Sys CSIS IPDS ShoreTel Conference Bridge Legend = Network Call Control = RPC DRS For example, whenever a user dials a number, the ShoreTel Voice Switch notifies TMS. TMS then presents that call information to the application via TAPI. A service called the Distributed Telephony Application Service (DTAS) provides connectivity between applications and TMS instances. DTAS reads the system configuration so that it knows which extensions are controlled by which TMS instances. DTAS is responsible for routing call control and events between applications and the TMS instance responsible for a given extension. For extensions controlled by the local TMS instance, DTAS routes call control to the local TMS instance. For extensions controlled by a remote TMS instance. DTAS routes call control to the appropriate remote TMS instance. DTAS makes the distributed TMS architecture transparent to applications and reduces the number of network connections needed if every application were required to connect to every TMS instance. ShoreTel 12.2 21 Maintenance Guide Chapter 2: ShoreTel Architecture Voices switches are assigned to specific TMS servers through ShoreTel Director. Assignment of a voice switch to a TMS server is restricted to TMS servers at its own site, or if there is no TMS server at that site, to the nearest TMS servers in the site hierarchy above. TAPI requests invoke ShoreTel's Remote TAPI Service Provider, which uses Remote Procedure Calls (RPC) to communicate with TMS. TMS uses Network Call Control to exchange commands and events with ShoreTel Voice Switches so that TMS can present extensions and trunks as TAPI lines to the applications. 2.3.4 Media Media travels through the ShoreTel system using Real-Time Protocol (RTP). After call setup, media flows directly between IP phones via RTP. The ShoreTel Voice Switch is involved only when setting up or tearing down a call(Figure ). 22 Chapter 2: ShoreTel Architecture Figure 2-6 Maintenance Guide Media Traffic in a ShoreTel System. Headquarters Site Regional Site Remote Server HQ Server ShoreWare Director Telephony Management Service (TMS) ShoreGearT1 Switch TMS DTAS ShoreGear 120/24 Switch Distributed Telephony Application Service (DTAS) SoftSwitch Voice Mail Data Services ShoreGearT1 Switch Configuration Database Media Driver Sys Analog Phone Internet Information Server (IIS) Client Server Internet Services (CSIS) Desktop Clients DRS Analog Phone Small Office / Home office ShoreGear 120/24 Switch ShoreGear 40/8 Switch IP Phone Display Service (IPDS) Distributed Routing Service (DRS) Analog Phone IPDS CDR Database Softswitch IP Phone CSIS ShoreGear 120/24 Switch Desktop Clients IP Phone IP Phone IP Phone IP Phone Voice Mail Teleworkers Media Driver Sys Remote Server Desktop Clients Soft Phone Desktop Clients OR Desktop Clients Soft Phone IP Phone TMS DTAS SoftSwitch ShoreGear 120/24 Switch = IP Phone to IP Phone = IP Phone to Analog Phone Voice Mail Media Driver Sys CSIS IPDS ShoreTel Conference Bridge Legend = IP Phone to Voice Mail = Remote IP Phone to Voice Mail = SMTP (Voice Messages Sent as Email Attachments) DRS A voice mail message is normal RTP traffic, unless it is a recorded voice mail message moving from one server to another. Voice mail media streams conform to the G.711 codec. If a switch or IP phone is configured to use G.729 or ADPCM (for example, an intersite call), a media server proxy is used to transcode between G.729/ADPCM and G.711. Since the media server proxy is a switch resource, there are a limited number of G.729 proxies. If there are insufficient G.729 proxies, then ADPCM is used instead. ShoreTel 12.2 23 Maintenance Guide 2.3.4.1 Chapter 2: ShoreTel Architecture IP Phone to IP Phone Media between IP phones or other IP endpoints such as SoftPhones, passes directly point to point. 2.3.4.2 IP Phone to Analog Phone Analog phones depend on the ShoreTel Voice Switch to which they are connected. Media from IP endpoints must pass though the ShoreTel Voice Switch supporting the analog phone. 2.3.4.3 Analog Phone to Analog Phone Media between analog phones passes though the switches supporting the analog phones. 2.3.4.4 Analog Phone to Voice Mail Voice mail media from analog phones passes through the switch supporting the analog phone before going to voice mail via the server’s media driver. When the analog phone is located on the same LAN as the host server, the ShoreTel Voice Switch connects to the server using a G711 ulaw codec. If the analog phone is connected via a WAN, and there are ShoreTel Voice Switch resources available, the ShoreTel Voice Switch uses an inter-site codec (G729 or ADPCM). If ShoreTel Voice Switch resources are not available, the call reverts to the G711 ulaw codec. 2.3.4.5 IP Phone to Voice Mail Voice mail media from IP phones and endpoints goes directly to voice mail. IP phones at remote sites without a server send voice mail media to a ShoreTel Voice Switch, which then sends it to voice mail. This is done in order to use G.729 streams for voice mail across the WAN. 2.3.4.6 Voice Mail Between Servers When recorded voice mail messages are transferred between servers, they are sent via SMTP. 2.4 System Reliability System reliability is ensured at several levels, including: 2.4.1 Distributed Switch Control The ShoreTel Telephony Management Service (TMS) runs on every ShoreTel Distributed Voice Server (DVS), ensuring switch control even if there a WAN outage between the remote DVS server and the headquarters site. Since multiple servers share the task of switch management, if a server fails, only the extensions it controls may be affected by a disruption in service. Distributed TMS enables applications to handle calls on the switches at remote sites during a loss of network connectivity between the remote server site and the headquarters site. The co-located TMS provides local control of switches and local control by applications such as the Communicator client and IPDS via TAPI. Applications are able to provide all of the features they normally provide (during full WAN connectivity) for extensions on locally controlled switches. Monitoring and control of extensions on remotely controlled switches without a local DVS are still affected by WAN outages. 24 Chapter 2: ShoreTel Architecture Maintenance Guide Distributed TMS also reduces the affects of a particular TMS/server outage to just those extensions controlled by that TMS instance. Overall system scalability is increased with this feature because TMS instances control a subset of the switches in an entire system rather than all the switches in the system. Scalability is also increased because TMS instances handle a subset of Communicator clients rather than all clients in the entire system. 2.4.1.1 WAN Outage Distributed Telephony Application Service (DTAS) is responsible for routing call control and events between applications and the TMS instance responsible for a given extension. When there is a loss of connectivity between the HQ database and a local DVS, DTAS continues to operate, except that additions and deletions to the configuration database are not seen by local applications. DTAS services involving the local TMS are available. DTAS operations involving remote TMS instances not reachable because of WAN outage are not available. Telephony operations involving locally controlled phones are available. Monitoring of phones controlled by TMS instances not reachable because of WAN outage are not available. TMS continues to operate, except that additions and deletions to the configuration database are not been seen by local TMS and are not relayed to telephony clients. Telephony operations involving locally controlled phones are available. If a WAN outage results in the loss of connectivity to one or more switches, telephony operations with those switches is unavailable. 2.4.2 Distributed Database ShoreTel now supports a distributed ShoreTel database that allows some actions previously requiring access to the HQ server. Prior to ShoreTel 11, users of ShoreTel Call Manager (now Communicator) were able to change their call handling mode (CHM) only if the HQ server was available. With ShoreTel 11 and later, user changes to their CHM are handled by the local ShoreTel server (if configured appropriately), even if the HQ server is not available. 2.4.2.1 Benefits of a Distributed Database (DDB) Availability – A remote DVS server with DDB can run without disruption when HQ is down. Additionally, servers running a DDB can be rebooted and can operate properly, even when the HQ server is not available. Scalability – Implementing a DDB on remote DVS servers can reduce the workload on the HQ by handling queries locally, thus reducing the number of queries processed by the HQ system. The following benefits are also realized by deploying a distributed database: ShoreTel 12.2 • ShoreTel Communicator users no longer need access to the HQ server in order to modify their CHM • No action is normally required by the administrator after the initial configuration is performed. The database on the HQ server acts as the replication master and remote servers are replication slaves. 25 Maintenance Guide • 2.4.3 Chapter 2: ShoreTel Architecture Updates from the remote server are automatically sent to the HQ database after it is available. All applications continue working without changes while the HQ system is down, and continue to function as the HQ database is updated. Embedded IP Phone Display Driver Several tasks related to IP phone operation are handled by the switch instead of the server in order to enhance reliability and offer better uptime. Features that are managed by the switch include: • • • • • • • • • • Phone display Transferring a call Conference calls Placing calls on hold On-hook dialing Intercom Redial Pickup Park Unpark Some features that require writing to the database depend on the server being both operational and accessible. These features are not handled by the switch but are provided by the servers: • • • • • • • 2.4.4 directory options speed dial (due to its reliance on the database) ability to change call handling modes wrap up monitoring extensions on other switches presence information for user serviced by other switches Public Switched Telephone Network (PSTN) Failover User extensions can be optionally configured to route extension-to extension calls to the public switched telephone network (PSTN) in the event that an IP connection is unavailable. Extension-to-extension calls are those a user makes to another site within a multi-site system, for example, a user in New York calling a co-worker at the company’s San Francisco office. The IP connection may be unavailable due to lack of bandwidth or connectivity. The PSTN failover option must be explicitly enabled in the user’ Class of Service and bypasses the caller’s call permissions. For systems using Distributed Routing Service (DRS), destinations allowing PSTN failover handling return a contact list with a failover number. When a site does not have connectivity to DRS, users at other sites with DRS connectivity are able to reach the users at that site using PSTN failover (as long as the destination site includes trunks to accept the PSTN calls). This limitation impacts small offices that do not have a local DVS. 26 Chapter 2: ShoreTel Architecture 2.4.5 Maintenance Guide Distributed CDR In the event of a WAN outage, local CDR data is stored for up to two hours on the managing DVS server. When WAN connectivity is restored, the stored data is forwarded to the Headquarters database. After two hours, the distributed server deletes the data and logs an error to the NT event log. 2.4.6 For More Information on System Reliability See Section 6.1.1.2 on page 109 for more information on failover. For configuration details about PSTN failover configuration, CDR data, or IP phone configuration, see the ShoreTel Administration Guide. 2.5 Call Scenarios To understand how the ShoreTel system processes calls, review the following call scenarios and flow charts. 2.5.1 On-hook Call from Communicator Figure 2.5.2 shows the communication protocols and components participating in a call dialed from Communicator to a PSTN destination. Figure 2-7 ShoreTel 12.2 ShoreTel Communications for a Call from Communicator 27 Maintenance Guide 2.5.2 Chapter 2: ShoreTel Architecture Quick Dial Call from Communicator Figure 2.5.3 shows how a call dialed from a user’s Communicator Quick Dial is handled by the system. Figure 2-8 28 Call Flow for a Quick Dial Call from Communicator Chapter 2: ShoreTel Architecture 2.5.3 Maintenance Guide Inbound Call from a Trunk Figure 2.6 shows how an inbound call on a trunk is connected to its destination. Figure 2-9 2.6 Call Flow for an Inbound Trunk Call TCP/IP Ports Used by the ShoreTel System This section describes how ShoreTel system components interconnect via a TCP/IP network. Tables listing the UDP and TCP ports used by ShoreTel processes are included. 2.6.1 ShoreTel Voice Switch and ShoreTel Server Connections Each ShoreTel Voice Switch exchanges information about the state of calls it is managing with its managing HQ or DVS server. When a switch starts, it negotiates a connection to TMS using RPC. The source port used is dynamic and the destination port is negotiated with the ShoreTel server using the Sun RPC port mapper. The port mapper sends the request via TCP and UDP port 111. When the RPC port is negotiated, the ShoreTel Voice Switch establishes a connection with the server using TCP ports in the 1024 to 65535 range. This connection persists until the Ethernet connection is lost, or either the switch or server is rebooted. Each ShoreTel server uses a SoftSwitch to participate in the system’s distributed call control. The SoftSwitch communicates with other ShoreTel Voice Switches using UDP ports 5440, 5441, 5442, 5443, 5445, and 5446. These ports are connected when the SoftSwitch is communicating with any other ShoreTel Voice Switch. ShoreTel 12.2 29 Maintenance Guide Chapter 2: ShoreTel Architecture Switches and servers send and receive voice media using the RTP protocol on UDP port 5004. Media streams are established each time a connection between the server and switches is needed to send audio between the devices. ShoreTel Voice Switches can be configured to boot using FTP as a boot source. This fallback method allows the switch to boot if its flash memory fails. When a switch is in boot from FTP mode, it downloads its operating system and call control software using FTP. You can run switch diagnostics from the server using the ShoreTel tool ipbxctl. This tool runs a set of commands on the switch and sends the output to the server using TCP port 5555. This port is only used for the time needed to send the output. Telnet connection to the ShoreTel Voice Switches is via the standard TCP port 23. DHCP is used to set the IP parameters of the switch at boot up. Table 2-1 lists and describes the ports used for server-to-switch and switch-to-server communications. Table 2-1 Source Port Destination Port Protocol Transport RPC TCP 111 Used by SunRPC Port Mapper to negotiate TCP/UDP ports for TMS-to-switch communications. RPC UDP 111 Used by SunRPC Port Mapper to negotiate TCP/UDP ports for TMS-to-switch communications. RPC TCP Dynamic 1024 - 65535 Used by Network Call Control to pass call status and control messages from the switch to the TMS. Ports are negotiated at startup and whenever the network connection is established. RTP UDP Dynamic 5004 Used to transport media steams to and from the ShoreTel Voice Switches, ShoreTel server, IP phones, and conference bridge ports. Call Control UDP 5440 5440 Location Service Protocol Call Control UDP 5441 5441 Used by ShoreTel Call Control protocol to send call control information between the ShoreTel Voice Switch and the server SoftSwitch. Call Control UDP 5442 5442 Used by Distributed Routing Service to route inter-site calls. Call Control UDP 5443 5443 Used by the Bandwidth Manager to communicate the bandwidth currently in use on the ShoreTel Voice Switch. Call Control UDP 5445 5445 Used by the Admission Control Manager. Call Control UDP 5446 5446 Used by Distributed Routing Service to route inter-site calls. FTP 30 Server-to-Switch and Switch-to-Server Communication Ports Description TCP Dynamic 5555 Used to pass output back to the server when commands are sent to the switch using the ipbxctl diagnostic tool on the ShoreTel server. TCP Dynamic 21 Used to download switch software when the switch is configured to boot from FTP. Chapter 2: ShoreTel Architecture Table 2-1 2.6.2 Maintenance Guide Server-to-Switch and Switch-to-Server Communication Ports Protocol Transport Source Port Destination Port Telnet TCP Dynamic 23 DHCP UDP 68 68 BootP UDP 68 68 Description Used to connect a Telnet session to a ShoreTel Voice Switch. Used to assign IP parameters to the switch when configured to use DHCP ShoreTel Voice Switch to ShoreTel Voice Switch Connections ShoreTel Voice Switches provide the distributed call control within the ShoreTel system. Each ShoreTel Voice Switch participates in the system’s distributed call control. The switches communicate with other ShoreTel Voice Switches using UDP ports 5440, 5441, 5442, 5443, 5445, and 5446. ShoreTel Voice Switches send and receive voice media using the RTP protocol on UDP port 5004. Media streams are established each time a connection between the server and voice switches is needed to send audio between the devices. Table 2-2 lists and describes the ports used for switch to switch connections. Table 2-2 2.6.3 Switch to Switch Communication Ports Protocol Transport Source Port Destinatio n Port RTP UDP Dynamic 5004 Used to transport media steams to and from the ShoreTel Voice Switches, ShoreTel server, IP phones, and conference bridge ports. Call Control UDP 5440 5440 Location Service Protocol Call Control UDP 5441 5441 Used by ShoreTel Call Control protocol to send call control information between the ShoreTel Voice Switch and the server SoftSwitch. Call Control UDP 5443 5443 Used by the Bandwidth Manager to communicate the bandwidth currently in use on the ShoreTel Voice Switch. Call Control UDP 5445 5445 Used by the Admission Control Manager. Description IP Phone to ShoreTel Server Connections The IP phones participate in the distributed call control by communicating to the ShoreTel Voice Switches using MGCP. Each IP phone is assigned a call manager switch. The phone sends and receives call control information to the call manager switch using MGCP. MGCP uses UDP ports 2427 and 2727. These ports are established when the phone is active. The switches and servers send and receive voice media using the RTP protocol on UDP port 5004. Media streams are established each time a connection between IP phones and switches or servers is needed to send audio between the devices. The IP phones download firmware and configuration information from the ShoreTel servers using FTP to transport the files between the switch and the phone. FTP transport is via TCP port 21. The phone checks for software and configuration updates each time it is booted. If it detects the need for an update this happens automatically. ShoreTel 12.2 31 Maintenance Guide Chapter 2: ShoreTel Architecture Telnet is used to establish a terminal session with IP phones. DHCP is used to set the IP parameters of the IP phone at bootup. Table 2-3 lists and describes the ports used for IP phone to ShoreTel Voice Switch and server connections. Table 2-3 2.6.4 IP Phone to Switch and Server Communication Ports Protocol Transport Source Port Destination Port Description MGCP UDP Dynamic 2427 MGCP call control and status from the IP phone. MGCP UDP 2727 2727 MGCP call control and status from the ShoreTel Voice Switch. RTP UDP Dynamic 5004 Used to transport media steams to and from the ShoreTel Voice Switches, ShoreTel server, IP phones, and conference bridge ports. FTP TCP Dynamic 21 Used to load firmware and configuration information from the ShoreTel server. Telnet TCP Dynamic 23 Used to connect a Telnet session to a IP phone. DHCP UDP Used to assign IP parameters to the switch when configured to use DHCP. ShoreTel Server to ShoreTel Server Each ShoreTel server uses a SoftSwitch to participate in the system’s distributed call control. The SoftSwitch communicates with other ShoreTel Voice Switches using UDP ports 5440, 5441, 5442, 5443, 5445, and 5446. These ports are connected when the SoftSwitch is communicating with any other ShoreTel Voice Switch. When a voice mail message is left for a user on a server where their voice mail box does not reside, it is sent to the appropriate voice mail server using SMTP. This is done using TCP port 25 and is established on an as needed basis. Table 2-4 lists and describes the ports used for server to server connections. Table 2-4 32 Server to Server Communication Ports Protocol Transport Source Port Destination Port RPC TCP Dynamic 1024 65535 Used by Network Call Control to pass call status and control messages from the switch to the server TMS process. Ports are negotiated at startup and whenever the network connection is established. Call Control UDP 5440 5440 Location Service Protocol Call Control UDP 5441 5441 Used by ShoreTel Call Control protocol to send call control information between the ShoreTel Voice Switch and the server SoftSwitch. Call Control UDP 5442 5442 Used by Distributed Routing Service to route inter-site calls. Call Control UDP 5443 5443 Used by the Bandwidth Manager to communicate the bandwidth currently in use on the ShoreTel Voice Switch. Description Chapter 2: ShoreTel Architecture Table 2-4 Server to Server Communication Ports Source Port Destination Port Description Call Control UDP 5445 5445 Used by the Admission Control Manager. Call Control UDP 5446 5446 Used by Distributed Routing Service to route inter-site calls. SMTP Dynamic 25 Used to send voice mail messages received on the source server to the server where the users voice mail box resides. Protocol 2.6.5 Maintenance Guide Transport TCP ShoreTel Server to ShoreTel Director Client ShoreTel Director uses an Internet Explorer browser to connect to the ShoreTel server using standard HTTP protocol. This connection used for configuration and monitoring of the system and the port is established for the duration of the session. FTP is used to transport prompt files when they are being recorded or listened to using ShoreTel Director. Table 2-5 lists and describes the ports used for server to ShoreTel Director connections. Table 2-5 2.6.6 Server to ShoreTel Director Communication Ports Protocol Transport Source Port Destinatio n Port HTTP TCP Dynamic 80 Used by ShoreTel Director clients to communicate to the ShoreTel Director Web server running on the ShoreTel server. FTP TCP Dynamic 21 Used to transport Auto Attendant, Workgroup, Route Point prompts, and greeting recording and reviewing. Description ShoreTel Server to ShoreTel Communicator The Communicator allows a user to manage personal options such as call handling modes, notifications, and other personal parameters of the ShoreTel system. Information is sent and received to the ShoreTel server using HTTP on port 5440 This port is established each time Communicator is launched on a desktop. The server sends voice mail notifications and attachments to the voice mail viewer and Outlook using HTTP port 5440. Communicator sends call control requests to the ShoreTel server using the winsock protocol and receives call control information and status via RPC. The RPC connection is established by negotiating a port between 1024-65535 with the server. The RPC port is established for the duration of the connection and is reset each time Communicator is launched or the Ethernet connection is lost and restored. ShoreTel 12.2 33 Maintenance Guide Chapter 2: ShoreTel Architecture Table 2-6 lists and describes the ports used for server to Communicator connections. Table 2-6 Server to Communicator Communication Ports Protocol Source Transport Port Destination Port HTTP TCP 5440 Dynamic Winsock RPC 34 Description Used by CSIS to send and receive voice mail messages between the server and the client. Used to send and receive configuration information. Used to send call control from Communicator to the ShoreTel server. TCP Dynamic 1024 - 65535 Used to receive call control status from the server. C H A P T E R 3 ShoreTel Servers 3.1 Overview The ShoreTel voice over IP telephony solution is a suite of software modules, applications, and services running on a ShoreTel server. Every ShoreTel system includes a main server called the Headquarters server. In a single-site system, the Headquarters server may be the only ShoreTel server. More complex systems may include Distributed Voice Servers (DVS) to add reliability for applications and switches on remote sites or to support distributed applications. The Headquarters server remains the main server and must be available to interact with the DVS servers for full system functionality. 3.1.1 Headquarters Server The Headquarters server is the main ShoreTel server and hosts the voice applications platform and the management web site, as well as the integrated voice applications. Typically, the Headquarters ShoreTel server is located at the largest location, containing the majority of users. The Headquarters server hosts a SoftSwitch that provides extensions for the AutoAttendant, Workgroups, and virtual users. 3.1.2 Distributed Voice Servers (DVS) The ShoreTel system also supports remote Distributed Voice Servers (DVS). DVS servers provide increased system reliability by distributing key services and applications at remote sites. Each DVS includes an instance of TMS that connects to and manages the local SoftSwitch. The SoftSwitch provides extensions for use by the local Auto-Attendant, Workgroups, and virtual users. DVS servers can also be configured to support distributed voice applications such voice mail, workgroups, account codes, auto attendant and a distributed database. DVS servers have TAPI access to the local SoftSwitch. The distributed TMS maintains a copy of the configuration database that allows it to provide call control and voice mail service during the outage. Each DVS manages its own SoftSwitch, as well as ShoreTel Voice Switches assigned to it. Remote DVS are valuable for the following purposes: ShoreTel 12.2 • They reduce bandwidth because local users’ calls to voice mail are answered by the local voice mail application and do not pass across the WAN. • They increase system scale by extending the unified messaging and desktop call control services to additional users of the applications. • They increase system scale and reliability by providing distributed switch management, call control services, and unified messaging. 35 Maintenance Guide • Chapter 3: ShoreTel Servers They increase system reliability by locating workgroups on other servers and providing a location for backup workgroups to reside if a workgroup’s primary server becomes unavailable. Call control is provided by HQ and DVS servers even if full network connectivity is unavailable. However, calls to unreachable endpoints cannot be made, and call detail recording requires Headquarters communication. To add reliability to your remote server, consider using redundant network paths to the Headquarters server. The following sections provide more detail on the communications, services, and applications. 3.1.3 Configuration Communications ShoreTel system processes use Microsoft Distributed Component Object Model (DCOM) objects to share information from the configuration database among themselves and to write configuration information to the database. Static configuration parameters are written to the database by ShoreTel Director and system components access the database to read/ write current state information. User configuration options are written to the database from Communicator, the telephone interface (voice mail options), Communicator for Web and Communicator for Mac. Director is accessed via a Web browser, The service ShoreTel-ZIN, running on the Headquarters server, manages these DCOM communications for TMS. There is a single writable instance of the ShoreTel database on the Headquarters server, even if distributed databases are created on DVS servers. Each ShoreTel service on a distributed server caches its own copy of the configuration database in internal data structures. When a distributed server loses connection to the Headquarters server, changes made to the Headquarters configuration database are no longer received by the distributed server. However, services continue to function with the most recent configuration data until connectivity is restored. When the connection is restored, the distributed server automatically receives and incorporates any changes made to the Headquarters database during the outage. If a distributed server restarts without a connection to the Headquarters database, then ShoreTel services are started but are not functional. When the network connection is restored, the configuration is retrieved and again cached by each service and services become functional. ShoreTel client applications, such as Communicator, use CSIS for data handling. The CSIS server communicates with ShoreTel clients via HTTP. ShoreTel Director accesses the configuration database though IIS. You can use the Component Service Manager to view DCOM objects installed by the ShoreTel software. Component Service Manager is located in the Administrative Tools folder available from the Windows Start menu. Do not change any permission or security settings for ShoreTel components. Features accessible from the voice mail phone interface that require write access to the database, such as Extension Assignment and Call Handling Mode changes, are not supported during an outage unless a local distributed database instance is in use. Figure 3-1 shows how ShoreTel services use Distributed Component Object Model (DCOM) to access the configuration database, and thus maintain the system status. 36 Chapter 3: ShoreTel Servers Figure 3-1 3.1.3.1 Maintenance Guide ShoreTel Server Database Communications Internet Information Service The ShoreTel server uses IIS to implement ShoreTel Director’s browser-based interface. You can use the Internet Services Manager to view the configuration of the ShoreTel Director Web site. ShoreTel installs the site configuration using the installation program. Changing the default configuration installed by ShoreTel may cause the Director Web site or other system components to fail. WARNING If the anonymous access User ID is modified or its Password is changed, the TMS service does not start. Changing the properties of this user may require you to rebuild the server to recover. FTP Services Both the Headquarters and DVS servers make an FTP service available for fallback use by ShoreTel Voice Switches. While this does not have to be active on a continuous basis, the FTP site needs to be active for the fallback capability to work. ShoreTel recommends that the FTP site always be available. The ShoreTel server also uses the FTP service to transfer prompts between applications. The IP phones use the FTP server to download configuration information and the application program when they boot. The IP phones download these files from the server that is controlling the switch managing the IP phone. To view the FTP site properties, use the Internet Services Manager. Anonymous FTP access must be maintained in order for all ShoreTel applications to use it. ShoreTel 12.2 37 Maintenance Guide Chapter 3: ShoreTel Servers SMTP Services The ShoreTel software uses SMTP to send email notifications (for example, when new client software is available for installation). The voice mail system uses SMTP to transport composed messages between the distributed servers. SMTP services are also required by the Event Notification feature. The ShoreTel installer does not make any specific configurations to the SMTP service. The applications deposit outbound email on the server for forwarding elsewhere. For proper operation of the ShoreTel services, the hosting enterprise must have an email server configured to accept and forward SMTP mail. This is usually the exchange server or primary email server for the company. Client/Server Internet Services CSIS is a ShoreTel proprietary protocol that uses HTTP messages to communicate between client PCs and ShoreTel servers. The CSIS protocol communicates configuration updates such as call handling mode settings and Outlook integration. The CSIS client holds open a pending HTTP request in order to receive notifications from the CSIS server. Network devices, such as firewalls and proxies, must not automatically close these pending requests. 3.1.3.2 IP Phone Services IP phones in a ShoreTel system rely on two services running on the Headquarters server and distributed servers: • • IP Phone Configuration Service (IPCS)—Runs on all servers. IP Phone Display Service (IPDS)—Runs on all servers. The IP Phone Configuration Service (IPCS) manages the IP phone configuration process, including configuration file downloads and the database updates. IP Phone Display Service (IPDS) controls any actions by the IP phone display not controlled by the device’s firmware or switches. 3.1.3.3 Event Watch Event Watch monitors the NT Event Log and delivers email notifications of selected events. Event notifications are configured from the Events Filter page in ShoreTel Director. For more information, see the ShoreTel Administration Guide. 3.1.3.4 Call Detail Reporting TMS use DCOM to write call data to the Call Detail Report database. The ShoreTel system tracks all call activity and generates call detail records into a database as well as into a text file on the ShoreTel server. The call detail records are used to generate CDR reports. For more information on Call Detail Reports, see the ShoreTel Administration Guide. 3.1.4 Call Control Communications The ShoreTel servers provides call control for server applications and for Distributed Routing Service (DRS). 38 Chapter 3: ShoreTel Servers 3.1.4.1 Maintenance Guide TAPI The ShoreTel server and its client applications use Telephony Application Programming Interface (TAPI) to direct applications and provide the system with call control (Figure 3-2). The TMS application service acts as the ShoreTel TAPI service provider and is responsible for managing the system’s TAPI lines and routing information to other applications. When TMS starts up, it creates a TAPI line device for each endpoint in the system. Access to these TAPI lines is provided through ShoreTel Remote TAPI Service Provider (RPCTSP.tsp). This is installed on each of the systems that run ShoreTel clients, (such as Communicator), ShoreTel HQ and distributed servers. Every application with access to these TAPI lines receives new calls, call state information, and line device information from TMS via RPCTSP.tsp. The Telephony Management Service (TMS) uses NCC to communicate with the ShoreTel Voice Switches, and a combination of RPC and Windows sockets (Winsock) to communicate with a remote TAPI service provider. To view the properties of the ShoreTel Remote TAPI Service Provider, open the Phone and Modem Options tab in the Windows Control Panel. Never modify the TAPI properties of ShoreTel Remote TAPI Service Provider. Modified TAPI properties can cause ShoreTel clients or applications to fail. See Chapter 8, starting on page 157, for information on how to test TAPI connectivity from the client side. Figure 3-2 ShoreTel 12.2 ShoreTel Server TAPI Communications 39 Maintenance Guide 3.1.4.2 Chapter 3: ShoreTel Servers Distributed Routing Service DRS on each server provides routing information when switches cannot route the call in the local site and require intersite call routing information. ShoreTel enhanced SIP protocol is used for the switch to DRS communications (Figure 3-3). 3.1.5 Media Communications Media, from the perspective of the server, is connecting voice mail and the Auto-Attendant to switches and endpoints via the media driver. Media travels through the ShoreTel system using Real-Time Protocol (RTP). A voice mail message is normal RTP traffic, unless it is a recorded voice mail message moving from one server to another. Voice mail media streams conform to the G.711 codec. If a switch or IP phone is configured to use G.729 or ADPCM (e.g. intersite call), a media server proxy is used to transcode between G.729/ADPCM and G.711. Since the media server proxy is a switch resource, there are a limited number of G.729 proxies. If there are insufficient G.729 proxies, then ADPCM is used instead. Figure 3-3 shows the switch-to-switch call control and media communications flows. For more information on ShoreTel’s SIP-based call control, see Section 2.3.1.1 on page 18. Figure 3-3 40 ShoreTel Server Call Control and Media Communications Chapter 3: ShoreTel Servers 3.1.6 Maintenance Guide Integrated Server Applications There are several integrated TAPI applications running on the server. These applications use TAPI to send and receive call control information, and can also manipulate calls. These applications also use ZIN Manager and DCOM to access and update the configuration database. 3.1.6.1 Voice Mail Voice mail is a TAPI application that supports 254 simultaneous voice mail or AutoAttendant connections. The voice mail system uses SMTP to transport composed messages between the distributed servers. Media streams to voice mail use RTP packets to send media. Voice messages are stored on the server’s hard drive in the VMS MESSAGE subdirectory of the Shoreline Data directory. Voice mail messages are stored as .wav files. To help you calculate storage requirements, one hour of messages requires approximately 30 MB of disk space. The voice mail application consists of the following services: Port Manager and Mail Server. The Port Manager uses TAPI to interact with TMS. The ShoreTel system also supports linking to legacy voice mail systems using AMIS and SMDI protocols. Distributed Voice Mail If the Headquarters server loses network connectivity, the distributed voice mail application allows SoftSwitches on DVS servers to continue handling voice mail calls and access the Auto-Attendant. During an outage, users can access voice mail only though their phone interface. If users were running Communicator at the time of the outage, they can still compose and play back messages. Users who were not running Communicator at the time of the outage, or who restart Communicator, are not able to access their voice mailboxes until connectivity is restored or unless their managing server includes a distributed database instance. Voice mail messages to mail boxes hosted at other sites are stored and forwarded when connectivity to the destination voice mail service is restored. 3.1.6.2 Workgroups Workgroups is an integrated Automated Call Distribution (ACD) application. Running on any HQ or DVS server, this TAPI application is responsible for routing and queueing calls directed to ShoreTel workgroups. In the larger enterprise, there may be small- to medium-sized groups working together as a contact center. The ShoreTel Contact Center Solution is a server-based ACD and reporting package that includes the ability to queue and distribute calls, and provide agent and supervisor functions, as well as deliver reports on the call center activity. 3.1.6.3 Account Code Collection Service The Account Code Collection Service (ACC) is a TAPI application running on any HQ or DVS server. When it is enabled, it allows account codes to be required or optional for outbound calls. When a restricted PSTN call is attempted, and account code collection is enabled, the ShoreTel Voice Switch redirects the call to ACC. Account Code Collection Service is responsible for: • • ShoreTel 12.2 Prompting the user for the account code Collecting and validating the account code 41 Maintenance Guide • • Chapter 3: ShoreTel Servers Attaching the account code to the call for reporting purposes Performing a blind transfer to the external number If the managing server is down, or ACC is not available, the call is directed to the Backup Auto-Attendant. TMS provides the following information to ACC: • • • • Dialed number User group Backup Auto-Attendant and correct menu number Account Code settings for each user group CSIS exposes a list of account code names and numbers within Communicator clients to facilitate the account selection process for the user. 3.1.6.4 SoftSwitch SoftSwitch is used to host virtual users who are not assigned a physical telephone port on any ShoreTel Voice Switch. The SoftSwitch for each HQ or DVS server hosts all voice mail, Auto-Attendant, and Workgroup extensions as well as route points managed by that server. There is a major impact to the system when the SoftSwitch is down or having problems. Loss of connectivity to the SoftSwitch makes the voice mail, Auto-Attendant, Workgroups, and route points supported by that SoftSwitch unavailable. The SoftSwitch receives and transmits information using the same communication paths and protocols as the “hard” switches in the system. A SoftSwitch is automatically created for every server added to the ShoreTel system. By default, the name of the SoftSwitch is the same as the name of the ShoreTel server hosting the switch, as specified on the Application Server page in ShoreTel Director. For more information on editing the SoftSwitch parameters, see the ShoreTel Administration Guide. 3.2 Server Maintenance This section provides information about server software maintenance. 3.2.1 Server Software Upgrades An installation of the server software refers to the first time the software is installed on a server. This takes place only once and can be done with any version of ShoreTel software. Server software upgrades take place any time new ShoreTel software is loaded. The Setup program detects the installed software and automatically takes care of converting any system files or databases. In general, you can upgrade any two previous major versions of the ShoreTel software to the current major version. Upgrading from one minor version to another automatically converts any system files or databases. Minor upgrades typically add incremental features to the software or correct product defects found in previous releases. 3.2.2 System File Backup See the ShoreTel Administrator Guide for instructions on backing up all essential ShoreTel files, including Workgroup and Auto Attendant prompts, auto attendant, and voicemail files. 42 Chapter 3: ShoreTel Servers 3.3 Maintenance Guide Diagnostic and Troubleshooting Information The ShoreTel system provides information about the operational status of the servers and services, as well as diagnostic and troubleshooting tools to resolve an event or error that might occur while the system is running or during installation. 3.3.1 Installer Logging Some logging information can be gathered by the installer technology native to the operating system. However, ShoreTel includes added proprietary code that provides more detail in the log files to assist you in troubleshooting software installation. This proprietary code adds information about calls to the installer and return values from all custom action functions invoked by the installer. Log files are generated in the user profile temp directory and start with msi and end with .log. Sort the directory if there are many log files or if there is any doubt as to which log file to look at. 3.3.1.1 Configuring Installer Logging To configure Installer Logging, perform the following procedure on the server that is going to run the ShoreTel software before the software is installed on the system. Step 1 Click on the Start bar and select Run. Step 2 Type “regedit” to access the Registry Editor window. Step 3 Navigate to the following path: [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer ] Step 4 Right-click in the blank pane at the right of the window and select New > String Value. (Figure 3-4) Step 5 Name the file “Logging”. Step 6 Right-click on the file and select Modify. Step 7 In the Value data field, type “voicewarmup!“ as shown below. Step 8 Click OK. Figure 3-4 ShoreTel 12.2 Enter the Value Data Information 43 Maintenance Guide Chapter 3: ShoreTel Servers There are no obvious signs that installer logging is enabled. However, after you have enabled the feature (and performed a software installation), you can check the temp directory for log text files at the following location. C:\Documents and Settings\username\Local Settings\Temp Details 3.3.2 • After Installing Logging is enabled, you may see installation logs in the temp directory for other non-ShoreTel software installations. • You may have to change the setting for the file view features in Windows Explorer so that hidden files, directories, and file extensions are visible. Using Quick Look Quick Look, which is displayed within ShoreTel Director, gives the system administrator an overview of the ShoreTel system’s health. It includes information about each site and the corresponding switches, ports, servers, and service. This is the first place you should look to determine the status of the system. For details about Quick Look, see the “Maintenance” chapter of the ShoreTel Administration Guide. 3.3.3 Using the Event Log The ShoreTel system uses the Windows Event Log, viewed using the Event Viewer, to report information and errors that are of interest to system administrators. You can use the event logs in conjunction with Quick Look to determine the overall health of the system. You can also use the event log to gather information about an event that is no longer a problem. For example, the event log may provide information about an overnight T1 outage that was corrected but is no longer evident in Quick Look. Each system task reports when it starts and stops. These messages can be helpful in determining whether the system started correctly. Events, such as switches losing connection to the server or rebooting, are also reported. See Appendix A, starting on page 169, for a list of all ShoreTel event codes. 3.3.4 Using the System Logs The ShoreTel system stores a number of engineering-level log files that record transaction information about every event in the ShoreTel system. The logs are used to help ShoreTel with debugging problems that may arise during system operation. In most cases, these logs are difficult to interpret and require the assistance of ShoreTel Customer Support to understand. Either of two utilities can be used to automate the collection of server logs, Windows (OS) logs, and ShoreTel databases. The utilities include a graphical application (i.e. GUI) and a command line application. Both applications have the same functional capabilities and offer two different ways for accomplishing the same tasks. 44 Chapter 3: ShoreTel Servers 3.3.4.1 Maintenance Guide Graphical Application The graphical application can be executed from MS Windows or from a command window. The following program launches the Graphical version of the Server Log Collection Utility:\slogWin.exe where is the location of the ShoreTel server files. The default installation location of ShoreTel server files is C:\Program Files\Shoreline Communications\Shoreware Server. Panels provide Next and Back buttons for navigating through the process. You can terminate the program at any time by pressing the Cancel button Banner Panel The Server Log Utility displays the Banner panel, shown in Figure 3-5, when you execute the Graphical Application. Press the Next button to proceed to the Date Selection panel. Figure 3-5 Graphical Server Log Utility – Banner panel Date Selection panel The Date Selection panel, shown in Figure 3-6, specifies the dates for which the log files are collected. The program collects files only for a contiguous date set. The default selection is today’s date. • To select today’s date, press the Next button without modifying the panel contents. • To select a single date, click on the desired date with the mouse cursor. • To select a date range, click and hold on the first day in the range, then drag the cursor to the last day in the range. The maximum range is seven days. Press the Next button to proceed to the Log Selection Method panel. ShoreTel 12.2 45 Maintenance Guide Figure 3-6 Chapter 3: ShoreTel Servers Graphical Server Log Utility – Date Selection panel Log Selection Method panel The Log Selection Method panel, shown in Figure 3-7, specifies the log file selection method and the destination directory. Figure 3-7 46 Graphical Server Log Utility – Date Selection panel Chapter 3: ShoreTel Servers Maintenance Guide Log Selection Method • To select all log files for inclusion in the archive, select the Default radio button. Press the Next button while Default is selected to begin archiving all available log files. • To manually select the desired log files for inclusion in the archive, select the Custom radio button. Press the Next button while Custom is selected, to open the Log Selection panel. This panel prompts you to select the log files for inclusion in the archive. Destination Directory Selection The destination directory is listed above the Browse button. • To select the Destination Directory, press the Browse button The program opens a Browse for Folder panel for selecting the Destination directory. Log Selection panel The Log Selection panel, shown in Figure 3-8, specifies the log files that the program archives. The utility does not display this panel if you select Default in the Log Selection Method panel. The four options at the top of the panel select multiple log files. When you select one of these options, all log files included by that selection are selected and cannot be edited. Select ALL to include all files in the archives. All available log files are listed below the first four options at the top of the panel. You can select one file, all files, or any combination of files. Available log files are shown in Figure 3-8 below. Press the Next button to begin saving log files. Figure 3-8 Graphical Server Log Utility – Log Selection panel Windows Logs All ShoreTel Logs All ShoreTel DBs ShoreTel 12.2 47 Maintenance Guide Chapter 3: ShoreTel Servers Archiving Panel The utility displays the Archiving panel, shown in Figure 3-9, while the program saves the selected files. The Next and Back buttons are disabled while the program is saving the files. The Cancel button remains available. Note: Parts of the 7-Zip program, licensed under GNU LGPL, are used to compress and create archive files. For more information, visit www.7-zip.org. Press the Next button after the Save process is completed to display the FTP Upload panel. Figure 3-9 Graphical Server Log Utility – Archiving panel FTP Upload panel After archiving the files, the program presents an option to upload the archive file to a remote FTP server, as shown in Figure 3-10. Enter valid settings for all FTP parameters, then press the Upload button. Press the Next button to proceed to the Completion panel. 48 Chapter 3: ShoreTel Servers Figure 3-10 Maintenance Guide Graphical Server Log Utility – FTP Upload panel Completion Panel The Completion panel, shown in Figure 3-11, indicates that the log files were successfully archived to the specified directory. Press the Finish button to close the utility. Figure 3-11 ShoreTel 12.2 Graphical Server Log Utility – Completion panel 49 Maintenance Guide 3.3.4.2 Chapter 3: ShoreTel Servers Command Line Application The Command Line version of the Server Log Collection Utility provides the identical functionality as the Graphical application from the windows command prompt. The following program launches the Command Line version of the Server Log Collection Utility: \ServerLog.exe is the location of the ShoreTel server files. The default installation location of ShoreTel server files is C:\Program Files\Shoreline Communications\Shoreware Server. The following is a complete set of available command line parameters: ServerLog.exe [-d1 ] [-d2 ] [-CDRDB] [-CONDB] [CRASH] [-NTEL] [-TRIG] [-DB] [-DIR] [-DS] [-WGS] [-VM] [-IPDS] [IPCS] [-DRS] [-CSIS] [-ACC] [-CDR] [-TAPI] [-DTAS] [-SS] [-TMS] [ALLCONDB] [-ALLCDRDB] [-ALLWIN] [-ALLDBS] [-ALLLOGS] [-ALL] [-d ] [-f] [-v] [-h] [ ] WHERE: -d Set Destination Directory. This is a mandatory parameter. -d1 Set Start Date. date1 = mmddyy. -d2 Set End Date. date2 = mmddyy. If -d1 is not specified, and are both set to the current date. If -d1 is specified, -d2 becomes a mandatory parameter where must be greater than or equal to and less than ( + 7 days). -CDRDB Retrieve current CDR Database Log -CONDB Retrieve current Configuration Database Log -CRASH Retrieve Crash Dump Logs -NTEL Retrieve NT Event Logs -TRIG Retrieve Trigger Logs -DB Retrieve Database Logs -DIR Retrieve Director Logs -DS Retrieve DataServices Logs -WGS Retrieve Workgroup Server Logs -VM Retrieve Voicemail Logs -IPDS Retrieve IPDS Logs -IPCS Retrieve IPCS Logs -DRS Retrieve DRS Logs -CSIS Retrieve CSIS Logs -ACC Retrieve ACC Logs -CDR Retrieve CDR Logs -TAPI Retrieve TAPI Logs -DTAS Retrieve DTAS Logs -SS Retrieve SoftSwitch Logs -TMS Retrieve TMS Logs -ALLCONDB Retrieve All Configuration Database Logs -ALLCDRDB Retrieve All CDR Database Logs -ALLWIN Retrieve All Current Windows Logs (ShoreTel, NT Event, Crash Dump) -ALLDBS Retrieve All ShoreTel Database Logs (CDR, Config) -ALLLOGS Retrieve All Current ShoreTel Logs -ALL Retrieve All retrievable logs and databases -f Upload the archive to the specified FTP server Specifies the FTP destination location when uploading the archive to an FTP server 50 Chapter 3: ShoreTel Servers Maintenance Guide -v Display version number of command line program, then exit -h Display name and description of command line parameters, then exit Example: The following command line copies Voice Mail logs generated between 2 March 2007 and 6 March 2007 to C:\LogsDir directory: ServerLog.exe -d1 030207 –d2 030607 –VM –d “c:\LogsDir” Example: The following command line copies all Voice Mail logs generated today: ServerLog.exe –d “c:\LogsDir” Example: The following command line generates an error message because only one date is specified: ServerLog.exe -d1 030207 –VM –d “c:\LogsDir” 3.3.5 Using the Trunk Test Tool The Trunk Test tool is a TAPI application that monitors real-time activity on a trunk. You can find the tool in the ShoreTel program folder. Figure 3-12 shows the Trunk Test tool interface. Figure 3-12 Trunk Test Tool The tool is divided into two sections (Figure 3-12). The top section lists all the trunks in the system and their current status. The bottom section gives real-time monitoring information about the currently highlighted trunk. If this tool remains running on the server with an excessive number of lines selected, the server may have performance problems. The File menu allows you to save log information to disk or print it. The Edit menu allows you to copy and paste data from the Trunk Test window. The View menu allows you to turn on and off the status and toolbars, and open the Trunk Helper Settings dialog box. The Trunk Helper Settings dialog box (Figure 3-13)allows you to set the server you want to monitor, select an extension to dial out with, and set the number of lines of data to collect for each trunk. ShoreTel 12.2 51 Maintenance Guide Chapter 3: ShoreTel Servers Figure 3-13 Trunk Helper Settings Dialog Box The Operations menu allows you to make or drop calls, view the properties of selected trunks, place trunks in service, and remove them from service. You can also access this menu by right-clicking a selected trunk. The Help menu displays the version number of the Trunk Test tool. 3.3.6 Using the cfg Utility The cfg utility is a command-line tool that provides detailed information about the voice mail application. Cfg.exe can be found in the: C:\Program Files\shoreline communications\Shoreware server directory. To start cfg: Step 1 Open a DOS window pointing to the \shoreline communications\Shoreware server directory. Step 2 Enter cfg and press Enter. When you see the prompt /*Local*//->, cfg is ready. All commands are entered at the above prompt. Results are displayed in the DOS window or in the voice mail logs. WARNING Some cfg utility commands may damage the system if used incorrectly. Make sure you understand the commands before you use them. Table 3-1 lists and the commands available through the cfg utility. Variables are shown in italics. Table 3-1 cfg Commands Command Parameters Description call p p = phone number Make a call from the voice mail application and play a prompt. closem dmask 0x Close the open voice mail box. 0x = mask hex exit laam t 52 Comments Set voice mail debug mask in hex. To see a list of available flags, enter without a parameter. Leave cfg. t = (1 = DID, 2 = DNIS, 3 = Trunk) List Auto-Attendant menu mapping. Displays mapping of trunks to Auto-Attendant menus. Chapter 3: ShoreTel Servers Table 3-1 Maintenance Guide cfg Commands Command Parameters Description Comments lall f f = 1 for more List all mail boxes in the system. Enter without “1” for a summary of system details mail boxes and with “1” for more detail. lamp m f m = mail box Turns the message waiting light on/off for a specified mail box. f = (1 = on, 0 = off) list pb b b = (0 = last name, 1 = first name) lmbox f f = 1 for more List mail box information. details lms lmsg m Dump dial by names directory to the voice mail log. List mail box schedule. m = message ID List details about a specific message. loadc Load all voice mail configuration from the database. loadm Load all mail box configuration from the database. lserv List information about all servers. lsys List all voice mail system parameters. lsmtp List status of distributed voice mail. ltapi List status of TAPI lines opened by voice mail. msinfo Dump voice mail internal table to the voice mail log. openm # Enter without “1” for a summary of system mail box information, including messages IDs. # = mail box Message IDs can be found by using lnbox. Requires that a mail box be open when you issue the command. Open specified mail box. psinfo Dump port server information to the voice mail log. purge Remove message in the deleted queue. Requires that a mail box be open when you issue the command. Search help for a string. Searches only from the beginning. sh str str = string starth Remove old deleted messages. symwi Run message waiting indication synchronization. ver List cfg version. ? List help commands. ShoreTel 12.2 Sends current MWI status to all phones in the system. 53 Maintenance Guide 3.3.7 Chapter 3: ShoreTel Servers Using Dr. Watson Dr. Watson is an application debugging program included with the Microsoft Windows operating system. ShoreTel recommends using the Dr. Watson application if you are running on Windows 2003 Server. Enabling Dr. Watson Step 1 Open the Control Panel and then double-click System. Step 2 Click on the Advanced tab. Step 3 Click on Error Reporting button (Figure 3-14). Disable it, or if you choose to enable it, leave it enabled just for the Windows operating system and leave the Programs checkbox clear. This must be done whenever a new machine is built or ghosted. Step 4 Install Dr. Watson from the command line by typing "drwtsn32 -i" Step 5 Run "drwtsn32" to configure it. A window is opened (similar to the one shown in Figure 3-15). Step 6 Under Crash Dump Type, select the Mini radio button. Step 7 Select the Visual notification checkbox. This ensures that you are aware when a dump occurs. Step 8 Select the Create Crash Dump File checkbox. Step 9 Optionally, in case the dump file might be overwritten, it may be helpful to enable the following options by selecting the associated checkboxes: • Dump Symbol Table • Dump All Thread Contexts • Append to Existing Log File Step 10Click OK to store your changes. To collect Dr. Watson dumps: 54 • Dumps for a logged in user appear under: C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson • Dumps for services appear under: %systemroot%\PCHEALTH\ERRORREP\UserDumps Chapter 3: ShoreTel Servers Figure 3-14 Error Reporting window Figure 3-15 Configuring Dr. Watson ShoreTel 12.2 Maintenance Guide 55 Maintenance Guide 3.4 Chapter 3: ShoreTel Servers Services (Processes) The ShoreTel server is made up of multiple processes working together to provide applications that include voice mail, ShoreTel Director, and Workgroups. Each process runs as a Windows Service, starting automatically when the server starts. Table 3-2 lists and describes each service and its underlying process. All services run on the Headquarters Server. Services that run on distributed servers are marked in the Dist. Server column. Table 3-2 Service Descriptions Service Name Service ID Process Description ShoreTel Call Accounting ShoreTelCDR TMSCDR.exe Records call information (call accounting information, call queuing data, and media stream data) and writes it to the CDR database. CSISSvc.exe Provides ShoreTel clients with an interface to the ShoreTel server. ShoreTel CSIS Server ShoreTelCSISSVC Dist. Server X Manages voice mail notifications to voice mail clients, and is responsible for managing changes made to the database by the clients. ShoreTel Director Utilities ShoreTelDirectorUtil KadotaUtil.exe Provides management capabilities for ShoreTel Director. X Enables Quick Look to control services and browse the Event Log. EventWatch.exe Monitors the NT Event Log and delivers email notifications of selected events. X ShoreTel IP Phone ShoreTelConfiguration Server IPCS IPCSService.exe Manages the IP phone configuration process, including configuration files and the database updates. X ShoreTel IP Phone Display Server ShoreTelIPDS IPDS.exe Controls any actions by the IP phone display not controlled by the device’s firmware or switches. X ShoreTel Notification Server ShoreTelNotify TriggerServer.exe Notifies server applications of changes to the ShoreTel configuration. X ShoreTel Port Mapper ShoreTelPortmap PortMap.exe Initiates RPC communication connections between the Telephony Management Server (TMS) and ShoreTel Voice Switches. X ShoreTel Software Telephony Switch ShoreTelSoftSwitch VTSMain.exe The SoftSwitch hosts call endpoints for voice mail, Workgroup, route points, and other IVR extensions. Virtual users are hosted on the Headquarters SoftSwitch. X ShoreTel Distributed ShoreTel-DRS DRS.exe Routing Service When active, this service provides location information for routing inter-site calls and additional routing information for trunk group selection. X ShoreTel Telephony ShoreTelManagement Service TMS (TMS) Tms.exe The telephony platform for ShoreTel applications, ShoreTel services, and thirdparty TAPI applications. X ShoreTel Voice Mail Message Server MailServ.exe Service component of the ShoreTel voice mail system. X ShoreTel Event Watch Server 56 ShoreTelEventWatch ShoreTelMailServ VTSService.exe Chapter 3: ShoreTel Servers Table 3-2 Maintenance Guide Service Descriptions Service ID Process Description ShoreTel Voice Mail Application ShoreTelVmail VMail.exe Service component of the ShoreTel voice mail system. X ShoreTel Voice Mail Port Manager ShoreTelPortMgr PortMgr.exe Service component of the ShoreTel voice mail system. X DTAS.exe Provides distributed telephony to application. X ShoreTel Distributed ShoreTelTelephony DTASSvc Application Server ShoreTel Workgroup ShoreTelServer WGSvc 3.5 Dist. Server Service Name WorkgroupServer. This service manages workgroups, queues, exe and call distribution to agents. ShoreTel Database ShoreTel-Zin Management Service ZinManager.exe Manages and updates the ShoreTel database via Microsoft’s DCOM protocol. ShoreTel Account Code Collection Server ACC.exe Provides account code services for collection and validation. ShoreTelACC X ShoreTel Server File System The following list identifies the directories where the ShoreTel server installs its files. The server installs files with default access permissions. (System administrators may want to ensure a more secure environment.) The Windows System user and the IPBX user created by the ShoreTel installer require full access to all the ShoreTel directories. All other users can be granted access on an as-needed basis. To ensure the security of sensitive and/or personal information, confine access to the VMS and Database directories strictly to administrator, system, and IPBX users. • ShoreTel Server: Contains all ShoreTel server system files and dlls. This directory is located on the drive where program files are stored: \program files\Shoreline Communications\Shoreware Server. • ShoreTel Director: Contains all ShoreTel Director Web site files. This directory is located on the drive where program files are stored: \program files\Shoreline Communications\Shoreware Director. • ShoreTel Presenter: Installed on systems with ShoreTel Conferencing Services. Contains the files, applications and dlls required to enable screen sharing capabilities for ShoreTel Web Conference Services. This directory is located on the drive where program files are stored: \program files\Shoreline Communications\ShoreTel Presenter. • Shoreline Data: Contains all the dynamic information the server uses to run the system. This directory and all sub-directories may be saved as part of a backup and used for full system recovery. \Shoreline Data • Call Records 2: Contains all call record files and databases The MySQL database is ODBC compliant. Parameter settings required to access CDR records in the MySQL database include — DRIVER={MySQL ODBC 3.51 Driver} — SERVER = localhost (or the server where you have MySQL installed) ShoreTel 12.2 57 Maintenance Guide Chapter 3: ShoreTel Servers — DATABASE = Shorewarecdr — USER =st_cdrreport — password =passwordcdrreport • Database: Contains the configuration database that stores all system configuration information. See the ShoreTel Administrator Guide for instructions on backing up the configuration database. • Logs: Contains all ShoreTel debugging logs. \Shoreline Data\Logs • Prompts: Contains copies of the auto attendant and workgroup menu prompts. \Shoreline Data\Prompts • Scripts: Contains scripts used by the Workgroup Server. \Shoreline Data\Scripts • SoftSwitch: Contains files needed to run the SoftSwitch. \Shoreline Data\SoftSwitch • Templates: Contains configuration files needed for IP phones. \Shoreline Data\Templates • VMS: Contains all the files and configuration information used by the voice mail system. The files in this directory and its sub-directories are very dynamic. Never open these files. Opening any of the configuration files may cause the voice mail system to become corrupted in part or completely, and can cause loss of voice mail messages. \Shoreline Data\VMS — MESSAGE: Contains all voice mail messages as .wav files, along with an .enl pointer file for each message. \Shoreline Data\VMS\MESSAGE — NetTempIn: Used by distributed voice mail servers. \Shoreline Data\VMS\NetTempIn — Servers: \Shoreline Data\VMS\Servers — ShoreTel: Contains a subdirectory folder for each voice mail box configured on the system. Each user, menu, and distribution list includes a mail box. There are also system mail boxes for voice mail access and forwarding. Each of the sub-directories contain the names and greetings for that mail box, as well as configuration and pointer files. \Shoreline Data\VMS\SHORETEL 58 • Inetpub\ftproot: This is the default FTP directory installed by IIS. \Inetpub\ftproot • ts: Contains the boot files and system software for Shoretel supported languages • tsa: Contains the boot files and system software for all full-width ShoreTel Voice Switch 40/8, 60/12, 120/24, T1 switches • tsk:Contains the boot files and system software for all half-width ShoreTel Voice Switch 30, 30BRI,50, 90, 90BRI. 90V, 90BRIV, T1k, E1K, 220T1, 220E1, 220T1A • tsk1: Contains the boot files and system software for all voice mailbox model switches 50V, 90V, 90BRIV • tsu: Contains the boot files and system software for the Service Appliance 100 (SA100). Chapter 3: ShoreTel Servers 3.6 Maintenance Guide Registry The ShoreTel software uses the Windows registry to store various parameters used by the ShoreTel system. These registry keys can be found in the following registry path: HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Teleworks 3.7 ShoreTel Release Numbering Scheme In the ShoreTel release number schema, the first number is the major build, second is the minor build, the third is the number of the build, and the fourth number is always 0. The following guidelines are used in the ShoreTel version numbering schema: • Major = release; minor = update within release; build = build number of the minor/ major combo; fourth number = 0 • DVD or Package major.minor.build.0 — Example 8.3.1601.0 • Server major.minor.build.0 — Example 8.3.1601.0 • Remote Server major.minor.build.0 — Example 8.3.1602.0 • Client major.minor.build.0 — Example 8.3.1603.0 • Switch major.minor.build.0 — Example 8.3.1604.0 Patches are software fixes that update a specific version of software and cannot be applied to previous major or minor versions. ShoreTel 12.2 59 Maintenance Guide 60 Chapter 3: ShoreTel Servers C H A P T E R 4 ShoreTel Voice Switches 4.1 Overview ShoreTel Voice Switches provide physical connectivity for the PSTN and analog phones, and logical connectivity for IP endpoints on a reliable, highly scalable platform for the ShoreTel call control software. The call control software runs on top of VxWorks, a realtime embedded operating system designed specifically for mission-critical applications. For information on Voicemail Box Switches, consult Chapter 5. The voice switches have flash memory that allows permanent storage of the call control software and configuration information. The voice switches have no moving parts (that is, no hard drive) other than a highly reliable fan. The switches include the necessary DSP technology to enable toll-quality voice with features like echo cancellation, voice compression, and silence suppression. TMS propagates configuration data from the database to each switch upon reboot of either TMS or the switch. The data sent is a subset of configuration data specific to that switch. TMS also maintains this data by propagating changes to the database to those switches affected by the change. The TMS/Switch configuration interface uses the same Network Call Control protocol that is used for other TMS/switch communication. The NCC protocol is based on Sun RPC. You can obtain the configuration data that TMS sends to any specific switch with a CLI command. For more information, see Section 4.6.2.1 on page 71. Switches share their switch-specific configuration with other switches in the system using the UDP-based Location Service Protocol (LSP). Switches keep current with other switches by propagating their changes and receiving them from other switches. For information about viewing switch-to-switch communications, see Section 4.6.2.1 on page 71. The ShoreTel Voice Switches communicate call control information on a peer-to-peer basis. When Distributed Routing Service (DRS) is enabled, switches exchange LSP messages only with other switches at the same site. DRS communicates directly with the database to keep the database configuration current. TMS tells each switch how to find DRS as part of the configuration process described earlier. When DRS is enabled, switches generally give DRS an opportunity to resolve numbers, so that its more complete view of the system can be leveraged to find the best contact. If the switch knows where an intra-site extension is, it does not involve DRS. For analog phones, the switch detects whether the phone is on or off hook, collects digits from the phone, and (based on digits collected) determines when a call is established. If necessary, the switch communicates with other switches (in some cases this may not be necessary, such as when call is to an endpoint directly on the switch) to establish a call between the appropriate endpoints. The switch acts as a media gateway for the PSTN and analog phones by encoding the analog voice and transmitting it to the other endpoint over the IP network using RTP. The switch also uses NCC to send events to TMS about digit collection, caller ID, call establishment, and so forth. TMS makes this information available to the server applications. These applications are not necessary for many calls (such as those between ShoreTel 12.2 61 Maintenance Guide Chapter 4: ShoreTel Voice Switches two phones or a trunk and a phone, which can be established with only the switches controlling the phones and trunks), but they can enhance the user experience. For example, Communicator can provide information about the call to the user's desktop. After the call is established, TMS monitors the call and logs call information on the Call Detail Report (CDR) database. 4.2 ShoreTel Voice Switch Firmware Upgrades Each ShoreTel Voice Switch is shipped from the factory with the version of firmware that ShoreTel used to test the system. When you install a switch, ShoreTel’s TMS service is set up to detect the switch’s firmware version and automatically upgrade your hardware to the latest version. This happens once while the switch still retains the factory-default settings. (You can use the ShoreTel Director Quick Look page to monitor the progress of the upgrade.) ShoreTel also makes firmware upgrades available via system upgrades and patches. 4.2.1 Using Quick Look to Perform Upgrades You can use the ShoreTel Director Quick Look page to identify switches that require upgrades. When a switch update is required, QuickLook reports Firmware Update Available or Firmware Version Mismatch. • Firmware Update Available indicates that a patch is available and an upgrade is required to load the patch. When a switch is in this state, it is fully functional and in communication with TMS and the other switches in the system. • Firmware Version Mismatch indicates that you must upgrade the switch before it can communicate with the TMS server. A switch with mismatched firmware can communicate with other switches of the same version and manage calls, but cannot support server and client applications. To upgrade the switch: Step 1 In ShoreTel Director, open the Maintenance > Quick Look page, and select the Site where the switch is located. Step 2 Choose Reboot from the Command drop-down list in the switch row. Upon restart, the switch is automatically upgraded. You can monitor the progress of the upgrade on the Quick Look page. 4.2.2 Performing a Manual Upgrade To manually upgrade the switch’s firmware: Step 1 From the server command line, enter the burnflash command in this format: C:\Program Files\Shoreline Communications\Shoreware Server>burnflash -s 62 Chapter 4: ShoreTel Voice Switches 4.3 Maintenance Guide ShoreTel Voice Switch Boot Options When a ShoreTel Voice Switch boots, it requires an IP address to connect to the network and an application program. ShoreTel Voice Switches are set to use a DHCP server for an IP address and to retrieve the application from the switch’s flash memory. If a DHCP request receives no response, the switch tries a BootP request as a backup. ShoreTel recommends using static IP parameters configured via the serial port, as this is much more reliable. If DHCP is to be used, ShoreTel strongly recommends using DHCP reservations for each switch so that the DHCP lease is not lost. If a DHCP server is not available, you can set the IP address manually from the switch’s maintenance port. The standard method for booting a ShoreTel Voice Switch is to boot from the switch’s flash memory. When a ShoreTel Voice Switch is first powered on, it reads the boot parameters stored on the boot ROM, which instructs the switch to load software from flash memory. When the software starts, it loads its configuration, which is also stored in flash memory. Booting from FTP is available for instances when you cannot boot the switch from flash memory. When you boot a switch from FTP, the operating system and software load from the FTP site identified in the boot parameters. The loaded configuration is a configuration received from the TMS server. If the switch fails to load the application from flash and does not have the IP address of the ShoreTel server, you can set the IP address and boot parameters by connecting to the maintenance port and using the configuration menu. The configuration menu allows you to set the IP address of the switch and enter the ShoreTel server (boot host) IP address. 4.3.1 IP Address from DHCP The switch sends requests for an IP address to the DHCP server ten times at increasing intervals. When the switch receives a response from the DHCP server, the boot process begins. If the switch fails to get an IP address from the DHCP server, it uses the last assigned IP address. The switch continues sending IP address requests to the DHCP server. If the DHCP server sends a conflicting IP address while the switch is using an address from a previous state, the entire system restarts. Use long lease times to prevent to prevent this. ShoreTel recommends either static IP parameters or DHCP reservations. If the switch does not receive an IP address from the DHCP server and an address is not available from a previous state, the switch continues polling the DHCP server until it receives an address. 4.3.2 Setting the IP Address with VxWorks If the switch is not configured with an IP address and fails to boot from flash, it cannot download the application and configuration from the FTP server. In this case, you can manually set the IP address and boot parameters from VxWorks accessible from the maintenance port. Boot parameter changes do not take effect until the switch is rebooted. This command line interface is not available through Telnet. To connect to the maintenance port of a ShoreTel Voice Switch: Step 1 Connect a serial cable between a personal computer and the ShoreTel Voice Switch. ShoreTel 12.2 63 Maintenance Guide Chapter 4: ShoreTel Voice Switches Step 2 Use a terminal emulation program such as Tera Term Pro or PuTTY freeware to open a connection to the switch. Step 3 Apply these values to the terminal settings: • • • • • 4.3.2.1 Speed: 19.2 Kbs Data bit: 8 bits Stop bit: 1 Parity: No parity Flow Control: None The CLI Main Menu The CLI main menu automatically appears at system startup. You can also invoke the menu at any time by entering a question mark (?). The following list describes the commands available in the CLI main menu: • (1) -- Show version: Lists version numbers for firmware and boot ROM in addition to the base version and the CPU board version. • (2) -- Show system configuration: Displays the switch’s boot and IP configuration. • (3) -- Change system configuration: Takes you to the system configuration menu where you can set a switch’s boot and IP configuration. • (4) -- Reboot: Reboots the switch. • ? -- Help: Enter a ? to print this menu. To select an option in ShoreTel Voice Switch CLI, enter the number associated with the menu item and press ENTER. To change or set a parameter, select the item you wish to change, then type the parameter number and press Enter. 4.3.2.2 Boot and IP Configuration Options When you choose Change System Configuration from the CLI main menu, a menu of boot and IP configuration options appears. • (0) -- Return to previous menu: • (1) -- Change IP address: • (2) -- Change IP subnet mask: • (3) -- Change gateway IP address: • (4) -- Change server IP address: This is the IP Address the ShoreTel server with the FTP service for the switch. • (5) -- Change boot method: • (6) -- Enable/disable DHCP: • (7) -- Change network speed and duplex mode: • (P) -- Set/change primary DNS IP address • (S) -- Set/change secondary DNS IP address • ? -- Help: After you have set your IP address and boot options, enter ? to return to the main menu. You must reboot the switch for the new setting to take effect. 64 Chapter 4: ShoreTel Voice Switches 4.3.3 Maintenance Guide Accessing ShoreTel Voice Switch CLI on the SoftSwitch To run ShoreTel Voice Switch CLI diagnostics on the SoftSwitch, you must create a Telnet session. ShoreTel Voice Switch CLI commands are listed in Section 4.6.2 on page 71. To start a SoftSwitch Telnet session on the server: Step 1 Create the following DWORD entry in HKEY_LOCAL_MACHINE\Software\Shoreline Teleworks\SoftSwitch: TelnetEnabled Step 2 Set the value to 1. Step 3 Open a Command Prompt (DOS) window and type: telnet localhost 2323 In order to Telnet to the SoftSwitch, the Telnet port must be set to 2323. The standard Telnet port is 23. Step 4 Press ENTER. No User ID or Password is required. This immediately logs you into the SoftSwitch. Step 5 Press ENTER a second time to get the SoftSwitch prompt. The prompt is as follows: ???? SHELL: ???? SHELL: Step 6 Enter CLI commands as described in Section 4.6.2 on page 71. Step 7 End the SoftSwitch Telnet session by typing exit. Step 8 Press ENTER. Step 9 Remove the “Telnet Enabled” DWORD from the registry editor by rightclicking on it and selecting Delete. To start a Telnet session to the SoftSwitch from a different computer, you must specify the IP address of the ShoreTel server and modify the Telnet port to 2323. All switch commands are available in the SoftSwitch with the exception of the following: • • 4.3.4 Any VxWorks-specific commands msps Modifying Router Auto-Delete Properties for ICMP Redirects When WAN links fail, ICMP redirect messages are received by the ShoreTel Voice Switches from routers on the network. These ICMP redirect messages notify hosts on the network (i.e. ShoreTel Voice Switches) that an alternate route1 is available and the switch updates its routing table accordingly. 1. The router usually directs the switch to use the default gateway. This gateway can often be a device that is not connected to the remote site. ShoreTel 12.2 65 Maintenance Guide Chapter 4: ShoreTel Voice Switches If these messages are not deleted from the switch, the routing table can become cluttered with old, useless, or perhaps inaccurate information. Therefore, the default behavior for ShoreTel Voice Switches is to automatically delete any ICMP redirect messages three minutes after time of receipt. If desired you can shorten or lengthen this period of time in one-minute increments, or you can disable the automatic deletion of ICMP redirect messages altogether. To modify the time period for the automatic deletion of ICMP redirect messages, follow the procedure below: Step 1 Create the following DWORD entry in HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Teleworks\Telephony Management Server\Settings: SwitchDebug - “debug_options timeout_icmp_redirect n.” Step 2 Set the value of n to the desired time period. Note that this must be an integral value and the number represents minutes, not seconds. The value of n can be set to zero (0) to disable the auto deletion of ICMP redirect messages. When this key is defined in the main server, the switches automatically delete all of their routing table entries after the specified period of time. Note that sampling occurs once per minute, so routes do not disappear exactly 360 seconds later if n is set to 6. Step 3 Reboot the ShoreTel Voice Switch for these changes to take effect. 4.3.5 Using a Telnet Session to Set IP Address and Boot Parameters You have the option of setting IP address and boot parameters using the VxWorks bootChange command. To access the bootChange command, you must establish a telnet session to the switch. For information on other commands available from VxWorks, see Section 4.6.2 on page 71. To set IP address and boot parameters via bootChange: Step 1 Start the Telnet process with an ipbxctl command entered in this format: C:\Program Files\Shoreline Communications\ShoreWare Server>ipbxctl -telneton After the Telnet process is running, open a Telnet session with the switch. You are prompted for a User ID and Password. Step 2 For User ID, enter anonymous. Step 3 For Password, enter ShoreTel (case sensitive). The ShoreTel CLI opens and displays the menu of choices. Step 4 At the > prompt, enter bootChange. The boot device parameter appears. Step 5 Modify parameters by typing values and pressing ENTER [Do not backspace]. When you press ENTER, the next boot parameter appears. 66 Chapter 4: ShoreTel Voice Switches Maintenance Guide Table 4-1 lists and describes the parameters required for flash and FTP booting of ShoreTel Voice Switches. Step 6 Close the Telnet connection with the following ipbxctl command: C:\Program Files\Shoreline Communications\ShoreWare Server>ipbxctl -telnetoff Table 4-1 Parameter Settings for Flash Boot and FTP Boot Flash Boot FTP Boot 24, T1/E1 SG-90/50/ 220T1/220E1 24 T1/E1 SG-30/50/ 90/220T1/ 22T1A/ 220E1 Parameter Description boot device A network interface or a flash location flash = 0 fei fei emac0 processor number Always 0 0 0 0 0 host name Always bootHost bootHost bootHost bootHost bootHost file name: SG Path to VxWorks.sys file for SG switches /flash0/ vxworks /tsa/ vxworks /tsa/ vxworks /tsk/ vxworks inet – ethernet : a 10.10.0.59: ffff0000 10.10.0.59: ffff0000 10.10.0.102: ffff0000 10.10.0.102: ffff0000 inet – backplane Not used host inet IP address of the main ShoreTel servera 10.10.0.5 10.10.0.5 10.10.0.5 10.10.0.5 gateway inet IP address of routera 10.10.0.254 10.10.0.254 10.10.0.254 10.10.0.254 user FTP site – User name login (typically set to anonymous) anonymous anonymous anonymous anonymous ftp password (pw) (blank = use rsh) FTP site – Password (typically set to st1) st1 st1 st1 tsk flags See Boot Flags 0x40 0x40 0x40 0x40 target name Host name of switch that can be set to other values ShorelineSwitc h ShorelineSwitch ShorelineSwitch Shoretelbuil d startup script Path to bootscrp.txt file /flash0/ for SG-24, SG-8, SG-T1 bootflsh.txt /tsa/ bootscrp.txt /tsa/ bootscrp.txt /tsk/ bootscrp.txt other Set to network interface fei fei fei emac a. The IP addresses are examples. These must contain the correct IP addresses for your system. ShoreTel 12.2 67 Maintenance Guide 4.3.6 Chapter 4: ShoreTel Voice Switches Boot Flags The boot flags allow you to alter how the switch boots up. The hexadecimal values of the flags and their actions are listed in Table 4-2. You can aggregate flags to perform multiple functions by summing the hex values for the commands. For example, the following command aggregates the flags “0x40 + 0x2000 + 0x40000” and instructs the switch to use DHCP to get boot parameters, disable the ShoreTel shell, and set network speed and duplex mode to 100 Mb HD: 0x42040 Table 4-2 4.3.6.1 Boot Flags Command Description 0x0 Network speed and duplex mode auto-negotiate. 0x20 Disable login security. 0x40 Use DHCP to get boot parameters. 0x1040 Use bootp to get boot parameters. 0x2000 Disable ShoreTel shell. 0x10000 Network speed and duplex mode 10 Mb full duplex (fixed). 0x20000 Network speed and duplex mode 10 Mb half duplex (fixed). 0x30000 Network speed and duplex mode 100 Mb full duplex (fixed). 0x40000 Network speed and duplex mode 100 Mb half duplex (fixed). Setting IP Address and Boot Parameters from the VxWorks Boot Monitor If you are unable to access the ShoreTel Voice Switch CLI, you can access the same configuration options available with the bootChange command from the switch’s boot monitor. WARNING Making the incorrect settings in the boot monitor can cause the switch to malfunction. To access the boot monitor: Step 1 Connect a serial cable between a personal computer and the ShoreTel Voice Switch. Step 2 Use a terminal emulation program such as HyperTerminal to open a connection to the switch. Step 3 Apply these values to the terminal settings: • • • • • Speed: 19.2 kbps Data bit: 8 bits Stop bit: 1 Parity: No parity Flow Control: None Step 4 Type c at the prompt and press ENTER. You are guided through the options listed in Table 4-1 on page 67. 68 Chapter 4: ShoreTel Voice Switches 4.4 Maintenance Guide ShoreTel Voice Switch Configuration Reset Each switch includes a hidden reset button on the front panel that restores the switch to factory default boot settings and requests a new configuration from TMS. To enable the reset, press the button for 5 seconds. This button reboots the ShoreTel Voice Switch. This completely clears all boot parameters and clears the switch’s configuration. 4.5 ShoreTel Voice Switch Utilities There are two tools available for diagnosing and updating the ShoreTel Voice Switches. The ipbxctl utility allows one to perform diagnostics and Telnet to the switch. You can use the burnflash utility to update the switch to the version of firmware compatible with the ShoreTel server software. The utilities are available in the ShoreTel Server folder: C:\Program Files\Shoreline Communications\Shoreware Server 4.5.1 ipbxctl Utility Table 4-3 lists and describes the commands available using the ipbxctl utility. For more information on launching the ipbxctl utility, see Section 4.3 on page 63. Table 4-3 ipbxctl Utility Commands Command Description -telneton Enables Telnet connection on the switch. -reboot Reboots the switch without using ShoreTel Director. -flash Sets switch to boot from flash memory (allows you to boot without logging in). -ftp Sets switch to boot from FTP (allows you to do this without logging in). -diag Sends switch state information. By default, the system puts this information in the same folder where ipbxctl utility is running. This may be distruptive to normal switch function. Use this command only for diagnostic functions, not for reporting. -reset Clears all flash memory. Returns switch to factory defaults. This command is not available from ShoreTel CLI. -telnetoff Disables Telnet connection on the switch. -traceroute Network troubleshooting tool. For additional information about the parameters that can be used with this command, Table 4-6 on page 78 of this chapter. 4.5.1.1 Password Access After entering the ipbxctl command, the user is prompted to enter a password. After the user enters the correct password, the device permits access to executables that configure or diagnose the switch. Performing a telnet session on a ShoreTel Voice Switch requires password access to ipbxctl before invoking the teleneton command. After entering the correct password, a user can establish a telnet session during the next minute. At the expiry of this period, existing ShoreTel 12.2 69 Maintenance Guide Chapter 4: ShoreTel Voice Switches telnet sessions are not affected, but users cannot establish a new telnet session. Telnet access is permitted only from the IP address from where the CLI was entered and access granted through password authorization. Telnet continues to require User ID and Password entry that is distinct from ipbxctl password access. However, unlike the ShoreTel CLI command and password, Telnet transmits the User ID and Password in the clear. Therefore, ShoreTel Voice Switch continues using the User ID of “anonymous” and Password of “ShoreTel” for initiating Telnet. CLI passwords are configurable only through Director. The default password is ShoreTel. Pressing the reset button on the switch resets the password to the default value of ShoreTel. The password that was active on the switch prior to the hardware reset is restored when the switch is connected to the network and receives an update from ShoreTel. To set the ShoreTel Voice Switch passwords, access the Edit Other Parameters panel by selecting Administration -> System Parameters -> Other from the ShoreTel Director menu. 4.5.2 Burnflash Utility Table 4-4 lists and describes the commands available using the burnflash utility. Table 4-4 4.6 Burnflash Commands Command Description burnflash -s Updates all bootrom areas. burnflash -test -s Checks to see if burnflash command can be used. Diagnostics This section describes the tools available for diagnosing problems with switches. 4.6.1 Switch Trunk Debugging Tools The ShoreTel Voice Switches have two tools that are helpful in troubleshooting trunks. • Trunk_debug_level is a switch setting that identifies trunk events from the switch’s perspective. Since ShoreTel applications manipulate dialed digit strings for both incoming and outgoing calls, the trunk debugger is typically used to validate the traffic between the CO and the switch. The recommended trunk debug level is 4. Step 1 Open a Telnet session and set debug on by typing: trunk_debug_level=4 Step 2 When finished, turn off debug by typing: trunk_debug_level=0 • The D channel monitor helps you monitor the D channel of a PRI span. To do this, turn on D channel monitor of the switches. ShoreTel recommends that you use a Telnet interface that is capable of capturing the output of the commands. To turn on the D channel monitor: Step 1 Open a Telnet session and type: 70 Chapter 4: ShoreTel Voice Switches Maintenance Guide Step 2 At the remCons> prompt, type: -> pri_trace=4 -> pri_log=4 At this point, all D channel data is dumped to the screen. Step 3 When you are finished capturing data, turn the monitor off by entering: -> pri_trace=0 -> pri_log=0 4.6.2 VxWorks Command Line Interface VxWorks provides a variety of useful tools and debuggers. This command line interface offers access to both standard VxWorks commands and ShoreTel commands. You can access the VxWorks interface by opening a Telnet session to a switch without invoking CLI. You may also enter the VxWorks command line interface from a serial interface by entering the command gotoshell from the Shoreline> prompt. To return to CLI, enter the command cliStart. Use caution when using the VxWorks interface; running commands can degrade performance on the switch. ShoreTel does not support changing or setting IP or other parameters using the VxWorks interface. Changes made using this interface may not be persistent and using it may cause unpredictable behavior in the system. 4.6.2.1 Commands Available Through VxWorks CLI Table 4-5 lists and describes the commands available through the VxWorks interface. Table 4-5 VxWorks CLI Commands Command Description Notes adm_debug_level Logs admission control and bandwidth manager signal =2 logs more diagnostics. flow onto serial port. adm_diag_level Logs admission control and bandwidth manager signal =2 logs more diagnostics. flow into IPBX log. arpShow and arptabShow Displays the ARP table. autoReboot = 0 Turns the switch watchdog off to prevent rebooting after a catastrophic failure. bigNvRamSetup Erases switch's configuration in NvRam. bootChange Changes the boot ROM parameters. cid_debug_level Logs caller ID related information for extensions. cliStart Opens the ShoreTel command line interpreter (from a Switch reboot required for Telnet session) from serial ports only. returning switch to VxWorks interface. config_status Outputs the configuration records for the switch. DEBUG_LEVEL Sets the ShoreSIP debugging flags. diagdCommands Outputs full switch diagnostic information. dial_num_dump Displays information about switch's off-system extension configuration. dn_plan_status Displays information about the switch's dial plan. ShoreTel 12.2 Use only as directed by ShoreTel Support. Use with caution. Recommend using level 0xe00. 71 Maintenance Guide Table 4-5 72 Chapter 4: ShoreTel Voice Switches VxWorks CLI Commands Command Description Notes dnp_debug_level Displays detail information (digit by digit) about dial plan access. Recommend using level 1. dtmf_debug Displays RFC2833 for G729 related events. Valid settings are 0 and 1. Default value is 0 DumpSB Displays maximum PMCSW outputs. dumpUsedBw Displays information about actual bandwidth used on individual calls/legs. etherMonBroadcast Writes the ethernet broadcast messages to a .cap file in Recommend using level 1. \inetpub\ftproot directory of the ShoreTel server that are not intended for that switch. etherMonDump Writes the ethernet trace information captured when using EtherMonStart. Writes to a .cap file in \inetpub\ftproot directory of the ShoreTel server controlling the switch. The .cap file name is ST- .cap. etherMonStart Bytes is the number of bytes of information you want to capture (for example, 10000000). Captures ethernet packets for trace purposes etherMonStop Stops capturing ethernet packets. eval_adm_var Displays information about switch's own bandwidth usage. eval_bwm_var Displays information about total and available bandwidth. ext_bca_status Displays active BCA calls along with call stack usage information. ext_cco_status Displays information the switch's extension CCOs. Requires excessive switch memory. Use memShow to determine memory available for command. Run on switches hosting BCA extensions. ext_conf_status Displays MakeMe conference port status. ext_debug_level1 Logs extension CCO configuration. ext_debug_level Sets the extension debugging level. Recommend using level 4. ext_pg_status Displays active pickup group calls. To be run on the switches hosting PG extensions. ext_ecr_status Displays all configured Personalized Call Handling rules on switch. ext_ecr_debug Displays real-time behavior of Personalized Call Handling rule. fax_debug_level Displays fax-related events and processing such as tone detection, fax determination, and fax redirect. Valid settings are 0 and 1. Default value is 0. fax_verbose Displays fax/silence detection, jitter buffer freezing. and echo canceller disabling related events. Valid settings are 0 and 1. Default value is 0. flsh_getVersion Displays switches firmware and bootrom versions. flsh_printBootLine Prints the boot parameters of the switch. flsh_setBootSourceFlash Sets the switch to boot from flash memory. Shows triggering of rule during inbound call. Requires a restart for changes to take effect. Chapter 4: ShoreTel Voice Switches Table 4-5 Maintenance Guide VxWorks CLI Commands Command Description Notes flsh_setBootSourceFTP Sets the switch to boot from FTP. Requires a restart for changes to take effect. g729_verbose Displays more information for G729 calls. Enable this for G729 calls with mscmd_verbose hostShow Displays the known hosts. hunt_load_debug Logs basic huntgroup call flow. icmpstatShow Displays ICMP statistics. ipdt_debug_filter To print out IPDT log for one extension (Ext A). > ipdt_debug_level = -1 > ipdt_debug_filter=1 (tell IPDT that filter is enabled) > ipdt_restrictTraceExts "Ext A's #" (turn on Ext A log) > ipdt_remRestrictTraceExt "Ext A's #"(turn off Ext log) Use when debugging heavy call load issues To print log for all extensions: > ipdt_debug_filter =0 ipdt_debug_level Recommend setting to = -1 to turn on all logging. ipdt_dumpCCOCK Dumps BB call key state, since there is no extension associated with BB. ipdt_dumpExtCalls Dumps call information in the extension (e.g. callID, legID, call state and leg state, etc.) ipdt_dumpExtDisplay Dumps the current display view from IPDT. ipdt_dumpExtensions Dumps information for all extensions controlled by the switch and the information for monitored extensions and MAE (BCA) extensions that are in the same switch and in the different switches. ipdt_dumpExtCK Dumps information for call keys on the extension. ipdt_resetExtDisplay Redisplay on the extension. If the phone display and IPDT display (ipdt_dumpExtDisplay) are desynchronized, run ipdt_reset_ExtDisplay to synchronize them. ipdt_restrictTraceExts Set ipdt_debug_filter to 1. Then, use ipdt_restrictTraceExts to turn on logging on a particular extension. ifShow Displays the current configured network parameters. laa_debug_level Logs backup auto attendant signal flow. lspConList Displays switch connectivity to other switches. lsp_debug_level Displays Location Service Protocol messages that are exchanged between switches. ShoreTel 12.2 Useful for troubleshooting LED patterns and icon issues. Recommend using level 4. 73 Maintenance Guide Table 4-5 Chapter 4: ShoreTel Voice Switches VxWorks CLI Commands Command Description Notes lsp_ping Tests the LSP UDP communication to the far end switch. Parameters include IP address and test iterations. example: -> lsp_ping "192.168.1.1", 100 Sends 100 packets to the switch at 192.168.1.1 (nominally 1 second). If command lists only the IP address, 1000 packets (10 seconds) are sent. lspTelList Displays local and remote contacts. lspTelList 1 Displays detailed information about local contacts. lspTelList 2 Displays detailed information about remote contacts. mae_debug_level Logs BCA call flow information. mailbox_debug_level Logs mailbox destination for a particular call. memShow Shows current memory usage of the switch. mgcp_msg_debug Logs MGCP messages. mgcp_trans_debug Logs MGCP transactions. mohc_debug_level Prints diagnostic information for music on hold calls when set to 1. Can be set to either 0 or 1. Default is 0. mpm_debug_mask=0x40 Sets mpm debug flag to output Caller ID information received on inbound calls. mpm_debug_mask=0x10 Displays detailed DTMF information. 74 mpm_debug_mask=-1 Displays detailed mpm information. Full debug of inbound calls (CallerID, DTMF). mscmd_verbose Prints diagnostic information for the media commands Main media command sent from Switch board layer when set to 1. verbose variable. Default is 0. msps Displays media stream statistics for all active calls on the switch. msps 7 Displays media stream statistics for active calls. msps 8 Displays media stream statistics. Use only as directed by ShoreTel Support. msps 16 Displays media stream statistics. Use only as directed by ShoreTel Support. mwi_debug_level Logs message waiting indicator setting call flow. ping " " Include double quotes (“) around the IP address. pri_log=4 Begins output of D-Channel information. pri_trace=4 Sets the PRI D-Channel trace debug level. pri_verbose Traces a high level description of the PRI traffic sent and received by trunks on the switch. print_ether_stats Prints Ethernet statistics from the network controller. rdn_diag_level Used to determine why calls are routing to particular destinations, similar to what gets put in the DRSMain log when DRS is enabled. reboot Reboots the switch. Use for all media-related issues. Recommend setting pri_verbose=1 Useful values are 0 (none) or 5 (trace resolve_dn). Chapter 4: ShoreTel Voice Switches Table 4-5 Maintenance Guide VxWorks CLI Commands Command Description Notes Record2File2(port,time,< Records inbound media on the specified port for the file_name>;0) specified time (in seconds) and writers it to /inetpub/ftproot. Writes to the TMS server controlling the switch. FTP write access must be enabled on the server. rfc2833_for_g711_debug Displays events related to RFC2833 for G711. Default is 0. It is a bitmasked integer. Can be used as 1 and 2. routeShow Displays current routing table. routestatShow Displays routing statistics. sb_debug_level Switch board debug variable that prints debug Useful values range from information for the commands sent from Call control. 1-5. set_mpm_debug (char *) Used to print information regarding commands/event interface between host CPU and DSPs. Example: To print POTS related Uses string as the parameter. Valid parameters include information, enter set_mpm_debug(“pots”) “pots”, “pstn”, “dtmfd”, “dtmfg”, “cdis”, “class”, “cpm” sip_debug_level=1 Logs ShoreSIP to SIP translation. sip_debug_level=2 Logs SIP messages also. sipuaCallList Displays active SIP stack calls. sipuaCallList 2 dumps more call related information. Run on switches hosting SIP trunks/extensions. sipuaList Displays list of SIP trunk/extension user agents. Run on switches hosting SIP trunks/extensions. t2t_debug_level Logs trunk interval information like silence, trunk name, trunk state, etc. tcpstatShow Displays TCP statistics. trans_debug Logs ShoreSIP transactions. traceroute " " For troubleshooting network by mapping route packets use to traverse an IP network. Remember to include double quotes (“) around the target IP address. (See Section 4.6.2.4 on page 77 for details.) trunk_cco_status Displays information about switch's trunk CCOs. trunk_debug_level Sets the trunk debugging flag uaCallList Displays information about active calls and legs. ua_call_status Shows a snapshot of the active call status of the switch. uaList Displays list of ShoreSIP extension/trunk user agents. unset_mpm_debug(char *) Disables set_mpm_debug command udpstatShow Displays UDP statistics. ShoreTel 12.2 Recommend using level 4. 75 Maintenance Guide 4.6.2.2 Chapter 4: ShoreTel Voice Switches Creating an Ethernet Trace File Using a ShoreTel Voice Switch You can capture the output of VxWorks “ether” commands from the ShoreTel Voice Switches in an Ethernet Trace file that is stored on the server that is managing that switch. To do so, follow the procedure below: Step 1 Open a Telnet session and type: memShow Run this command to verify that the switch has at least 1 MB of memory to perform the procedure. Step 2 From the Start menu, navigate to the Control Panel > Administrative Tools and locate the IIS Manager. Step 3 Right-click on the IIS Manager and select Properties. Then, enable the ability to write to the FTP server by selecting the Write checkbox and clicking OK. This enables the ability to write to the following directory: C:\Inetpub\ftproot Step 4 At the command prompt, run the following VxWorks commands. (See Table 4-5 on page 71 for more information about the specific commands.) etherMonStart 1000000 Do not exceed 6 zeros! etherMonStatus etherMonBroadcast etherMonDump etherMonStop At this point, all data from running these commands is stored in the file _.cap on C:\Inetpub\ftproot Step 5 When you are finished capturing data, the file can be processed using an Ethernet packet analyzer, such as Ethereal or Wireshark. 4.6.2.3 Recording Audio from a Physical ShoreTel Voice Switch Port You can capture audio output from a ShoreTel Voice Switch physical port (e.g. trunk port) using VxWorks commands. Audio output is saved on the HQ or DVM server that controls the switch. To do so, follow the procedure below: Step 1 From the Start menu, navigate to the Control Panel > Administrative Tools and locate the IIS Manager. Step 2 Right-click on the IIS Manager and select Properties. Then, enable the ability to write to the FTP server by selecting the Write checkbox and clicking OK. This enables the ability to write to the following directory: C:\Inetpub\ftproot Step 3 At the command prompt, run the following VxWorks commands. (See Table 4-5 on page 71 for more information about specific VxWorks commands.) Record2File2 (1, 60, “test”) Audio data from running this command is stored in the file test_rx.pcm and file test_tx.pcm in C:\Inetpub\ftproot 76 Chapter 4: ShoreTel Voice Switches Maintenance Guide When you are finished capturing data, a “PCM Raw Data” file is created with the following format profile: 8000 Hz, 16-bit, Mono and can be listened to using a standard application, such as “Adobe Audition.” 4.6.2.4 Using the Traceroute Command from a ShoreTel Voice Switch The traceroute command offers a useful troubleshooting tool that determines the route taken by packets as they traverse an IP network from a ShoreTel Voice Switch to a specified destination. The command sends IP packets across the network, and the successive batches of packets have increased TTL (time-to-live) values. TTL is a packet variable that defines the number of “hops” (stations) that a packet can pass through before it expires. When a station receives an expired packet, it discards the packet and sends a time exceeded message to the originating station. The traceroute command uses these expiration messages to build the path map. By determining the path to a known destination, network technicians can identify firewalls blocking access to a site and gather information about the structure of a network and the IP address ranges associated with a host. The traceroute command can be executed from the switch’s command line or from ipbxctl.exe utility. To run the traceroute command from the ShoreTel Voice Switch CLI, follow the procedure below: Step 1 Open a Telnet session and type: traceroute “IP address” IP address is the address of the target destination and is a mandatory parameter. It must be in double-quotation marks. Step 2 Press Enter. Traceroute displays information about the number of hops, host IP addresses, and the amount of time required for each hop, as shown in Figure 4-1. Figure 4-1 ShoreTel 12.2 Output from Traceroute Command 77 Maintenance Guide Chapter 4: ShoreTel Voice Switches Table 4-6 lists and describes the parameters that can be use with the traceroute command when executing the command from the ShoreTel Voice Switch’s command line: Table 4-6 Traceroute Parameters Parameter Description “target IP address” This parameter specifies the target IP address of the traceroute. This parameter is mandatory. IP addresses must be used and surrounded by quotes. DNS names are not supported. -C Probe on ShoreTel call control (ShoreSIP) port, using a ShoreSIP Request message, to determine if the packets flow from the switch through the network. This parameter uses fixed ports and version compatibility among all ShoreTel switches receiving packets. -e This parameter specifies the use of a fixed destination port and an incrementing source port. By default, traceroute increments the destination port with each probe. This port number is then used as a sequence number for matching packet responses to the probes. Incrementing the destination port number may complicate troubleshooting when packets are being filtered or lost at certain ports. -I This parameter specifies the ICMP protocol. (UDP is the default protocol used for traceroute.) -S This parameter specifies that probes are sent with a SIP message on the SIP destination port. Set this parameter to determine if SIP is flowing from the switch through the network. This parameter uses fixed ports. -m max_ttl specifies the maximum time to live (TTL) value for traceroute packets. The default maximum TTL value is 30 bytes. Valid max_ttl values range from 1 to 255. -f first_ttl specifies the TTL value of initial traceroute packets. The default initial TTL value is 1. Valid settings of first_ttl range from 1 to 255 and must be less than max_ttl. -l length specifies the size of traceroute packet. The default packet size is 40 bytes. Valid length settings range from 100 to 1992. -p port specifies the port for the destination probe. Valid port settings range from 1 to 65535. -q nqueries specifies the number of queries execute with each TTL value. The default value is 3. All integers greater than 0 are acceptable nqueries values. -t tos specifies Type of Server (tos) bit settings in the IP header of traceroute packets. The default value is 0. Valid tos settings range from 0 to 255. -w waittime specifies the period (seconds) a switch waits for a reply to a traceroute packet. The default value is 5 (seconds). Valid waittime settings range from 2 to 86400. -z pause specifies the period (milliseconds) between successive probes sent by the command. The default value is 0 (milliseconds). Valid pause settings range from 0 to 3600000. Entering traceroute without listing any parameters returns the list of available parameters. Sample syntax: traceroute "target IP address", "[-CeIS] [-m ] [-f ] [-l ] [-p ] [-q ] [-t ] [-w ] [-z ]" 78 Chapter 4: ShoreTel Voice Switches 4.6.3 Maintenance Guide Connecting to a ShoreTel Voice Switch ShoreTel Voice Switch Half-Width and Full-Width voice switches provide a serial communications port accessible through a straight-through 9-pin serial cable. To connect to a ShoreTel Voice Switch through a serial communications port: Step 1 Connect a serial cable between a personal computer and the ShoreTel Voice Switch. Step 2 Use a terminal emulation program such as HyperTerminal to open a connection to the switch. Step 3 Apply these values to the terminal settings: • • • • • 4.6.4 Speed: 19.2 Kbs Data bit: 8 bits Stop bit: 1 Parity: No parity Flow Control: None Power over Ethernet Switches When considering the use of Power over Ethernet (PoE) data switches in your network, keep in mind that not all PoE data switches provide power to all data ports, and not all PoE data switches provide adequate power to support all devices. For example, when 24 IP560 phones are plugged into a switch, the maximum power requirement can reach 153.6 W (24 phones x 6.4W/phone). • The value in the Maximum column in Table 4-7 is normally a spike – typically during bootup. During normal operation, phones require less power. • Verify that power allocated to the PoE ports matches the switch wattage. • ShoreTel recommends selecting a PoE data switch that includes "4 hardware queues" for Quality of Service (QoS) to ensure that rules can be set up to ensure adequate bandwidth for VoIP and other critical traffic. Table 4-7 Power usage and class of ShoreTel IP Phones: Model Idle Maximum PoE Class IP110 2.8 W 4.1 W 2 IP115 2.6 W 3.7 W 2 IP210 3.0 W 4.7 W 2 IP212k 3.0 W 5.0 W 2 IP230 2.9 W 4.4 W 2 IP265 3.5 W 5.9 W 2 IP530 3.1 W 5.9 W 2 IP560 3.3 W 6.4 W 2 IP560g 4.1 W 7.1 W 3 ShoreTel 12.2 79 Maintenance Guide Table 4-7 80 Chapter 4: ShoreTel Voice Switches Power usage and class of ShoreTel IP Phones: Model Idle Maximum PoE Class IP565g 4.2 W 6.9 W 3 IP655 5.7 W 9.1 W 3 BB24 2.9 W 11.5 W (with IP560 connected) 3 C H A P T E R 5 Voicemail Model Switches 5.1 Overview Voicemail Model Switches are ShoreTel Voice Switches that provide voicemail services and access to auto attendant menus for extensions hosted by the switch. Voicemail Model (V Model) switches provide local access to voicemail while being controlled by a Distributed server at a different location. Voicemail Model switches store voicemail in Compact Flash (CF) cards. Auto Attendant menus, greetings, and prompts, are stored in permanent flash memory. Voicemail backup and restore routines are available through Director for protecting voice mail on a regular basis. If a switch is disabled, information on the Compact Flash is retained and can be moved to another switch of the same model. V Model switches are deployed in the same manner as other ShoreTel Voice Switch 1-U Half Width switches and managed similarly to other switches and servers. Director windows configure switch, voicemail, and server settings. Device status is also monitored through Director maintenance windows. Three ShoreTel Voice Switches operate as a ShoreTel Voice Switch and a voice mail server: • ShoreTel Voice Switch 90V • ShoreTel Voice Switch 90BRIV • ShoreTel Voice Switch 50V 5.2 Utilities This section describes the utilities available for voicemail switches, other switches, and servers. 5.2.1 Accessing Voicemail Model Switch Utilities ShoreTel Voice Switch utilities are accessible through the Maintenance port, an SSH client, or an MS windows program executed from a command prompt on the HQ or a DVS server. The following sections describe utility access methods. For security purposes, the Switch accepts requests from only CLIs s running on the local host, the controlling DVS, or the HQ server. 5.2.1.1 Accessing Utilities from the Serial Port Switch utilities and the UBOOT command interface are accessible through the maintenance port located on the faceplate. The state of the switch at the time of Maintenance port access determines the available utility. • During normal switch operation, the Maintenance port accesses a specified Linux shell. ShoreTel 12.2 81 Maintenance Guide Chapter 5: Voicemail Model Switches The default shell is stcli. • During a switch boot, the Maintenance port accesses UBOOT. To access ShoreTel Voice Switch utilities through the Maintenance port: Step 1 Connect a serial cable between a personal computer and the ShoreTel Voice Switch. Step 2 Use a terminal emulation program to open a connection to the switch. Step 3 Apply these values to the terminal settings: • • • • • Speed: 19.2 Kbs Data bit: 8 bits Stop bit: 1 Parity: No parity Flow Control: None Step 4 When opening stcli, enter the account name and password, as normally required by a Linux login. When opening UBOOT, login credentials are not required. See Section 5.2.2.2 (stcli) or Section 5.2.2.1 (UBOOT) for descriptions of the utilities accessible through the Maintenance port. 5.2.1.2 Accessing Utilities from SSH ShoreTel provides access to several Voicemail Model utilities through a Linux BASH command line. Voicemail Model switches define two accounts: • Admin: The admin account provides access to selected ShoreTel and Linux utilities, including all Voicemail Model command line interfaces. ShoreTel recommends that user log into the Admin account when accessing Linux utilities. Logging into the Admin account immediately opens the stcli interface. • Root: The root account provides access to all ShoreTel and Linux utilities. Restrict access to this account to help prevent potential switch problems. Logging into the Root account immediately opens a Linux BASH shell. Access to the Linux BASH command line through an SSH client. Free SSH clients, such as PuTTY, are available through the internet. To access a Linux BASH Shell account: Step 1 Open a SSH client access panel. Figure 5-1 shows the PuTTY Configuration panel. Step 2 Open the command prompt window by performing the following, as shown in Figure 5-1: • • • 82 Enter the IP address of the switch in the Host Name field Enter 22 in the Port field; SSH client communicates on port 22. Press the Open button. Chapter 5: Voicemail Model Switches Maintenance Guide Step 3 Enter the User ID of the desired account on the command line, then press Enter. Figure 5-2 shows a command prompt window where admin is the entered account The response by the command line interface depends on the entered account. When logging into admin, the CLI opens stcli. When logging into the root account, the CLI displays a prompt that displays root as the account. 5.2.1.3 Figure 5-1 PuTTY Configuration panel Figure 5-2 PuTTY Command Prompt window Accessing Utilities from an MS Windows Server Headquarters and distributed services contain executable files that access Voicemail model switches. On a normally installed server, utility commands are located at C:\Program Files\Shoreline Communications\ShoreTel Server. Commands that you can perform from a server through MS windows include: • svccli – see Section 5.2.3.1 • burnflash – see Section 5.3.2.4 • ipbxctl – see Section 5.2.2.4 ShoreTel 12.2 83 Maintenance Guide Chapter 5: Voicemail Model Switches To run ShoreTel Voice Switch utilities through MS Windows: Step 1 Open a command prompt by pressing the Start button and selecting Program > Accessories -> Command Prompt Step 2 Enter the name of the utility on the command line, using the IP address of the Voicemail Model switch as the switch parameter, then press the Enter key. The location of these utilities is: C:\Program Files\Shoreline Communications\ShoreTel Server 5.2.2 Switch Utilities A set of command line interface (CLI) commands supports various operations. The commands to back up and restore voicemail, stop or start services and groups, format and CF cards, among other operations. 5.2.2.1 UBOOT UBOOT is the boot loader for Voicemail Model switches. The UBOOT environment is accessed from a terminal emulator through the serial port when the switch is booted. Before starting the boot, UBOOT lists the processor characteristics and displays results of the Power On Self Test (POST). The switch then waits a specified period before starting the autoboot. You can modify the duration of this period through an svccli command; the default period is three seconds. To stop the autoboot during this delay, press any key. After the autoboot is stopped, you can display and change booting variables. The command printenv displays all booting shell variable settings. The following is a typical response to executing printenv: bootdelay=3 serial#=50VJ0724081DFA ethaddr=00:10:49:08:1d:fa ipaddr=10.1.4.0 netmask=255.255.0.0 gatewayip=10.1.0.1 serverip=10.1.1.255 user=anonymous pass=tsk bootfile=/tskl/uImage autoload=FTP bootcmd=dhcp;bootm flags=0x40 These settings are edited through the setenv command. The setenv command has the format setenv .The saveenv command saves environment variable settings to the non-volatile memory on the switch. Execute saveenv after the variables are set to the required values. See Section 5.9 for a description of UBOOT commands. Boot flags control switch operations after startup. See Section 5.9 for a description of UBOOT flag values. 84 Chapter 5: Voicemail Model Switches 5.2.2.2 Maintenance Guide stcli stcli, also known as the ShoreTel Shell, displays and modifies system configuration parameters. You can implement static or dynamic IP addressing for the switch from stcli. You can also reboot the switch from stcli. Figure 5-3 shows the stcli prompt. The main stcli menu appears below the ShoreTel logo. The switch model number is displayed in the command introduction line directly above the menu. stcli commands are described in Section 5.5. To open stcli: • Access the Maintenance port, as described in Section 5.2.1.1. If window displays the Linux prompt, enter stcli on the command line. • Access the SSH and log in as the administrator, as described in Section 5.2.1.2. Exiting stcli returns the user to the login prompt. Figure 5-3 5.2.2.3 STCLI Login and Main Menu CLI The CLI interface accesses diagnostic tools, manipulates debug setting levels, and displays system information. CLI can be run from any remote SSH session or from Windows prompts originating from the local host, the controlling Distributed server, or the Main ShoreTel server. To access CLI, perform one of the following • • open a Linux BASH shell through the root account (Section 5.2.1.2) and enter CLI. open stcli and enter gotoshell on the command prompt To display a list of executable commands, enter commands on the command line. Section 5.7 describes CLI commands. To perform actions on CLI variables, perform one of the following: • • ShoreTel 12.2 To view all of CLI variables and their current values, enter variables. To view a variable current value, enter that variable’s name 85 Maintenance Guide • Chapter 5: Voicemail Model Switches To change a variable’s current value, enter the variable name and new value. To specify the destination of switch trace information, enter the following: • • trace_redirect 0 – send trace information to the Maintenance port. trace_redirect 1 – send trace information to the current device. Only trace streams that are sent to the maintenance port can be redirected to an SSH terminal session; this prevent trace stealing from other SSH terminal sessions. All traces can be reverted to the maintenance port, making them accessible to SSH terminals. To exit CLI, • • 5.2.2.4 Type quit or enter the letter q at the CLI prompt. Type Ctrl-c if CLI was opened from the Linux BASH shell. ipbxctl ipbxctl commands perform switch control and diagnostic tasks, including switch rebooting, clearing flash memory, and running traceroute. ipbxctl is run as a windows program from the Main Server or the controlling Distributed Server, as described in Section 5.2.1.3 Section 5.11 describes ipbxctl commands. 5.2.2.5 regedit Regedit, a ShoreTel utility that modifies Registry-type data structures in the switch, is accessible through the Root account. V Model Switches have a Registry similar to Windows Servers. The Registry is a ShoreTel construct, not part of Linux. To edit the Registry, log in as root and run the RegEdit command line tool from the bash shell. RegEdit may be used to set logging levels on applications and set other parameters that change their behavior. Section 5.12 describes regedit commands. 5.2.3 Server Utilities This section describes utilities available for servers: SVCCLI and cfg. 5.2.3.1 SVCCLI The svccli commands control low level switch parameter settings and application commands, including Compact Flash storage, switch password, and service control operations. svccli can be run from any remote SSH session or from Windows prompts originating from the local host, the controlling Distributed server, or the Main ShoreTel server. To access svccli, perform one of the following: • • open a Linux BASH shell through the root account (Section 5.2.1.2) and enter svccli. Run svccli from the Main Server or a Distributed Server (Section 5.2.1.3). To display the svccli commands, enter help or ?. Section 5.6 describes svccli commands. To exit svccli, type Ctrl-c or enter the letter q. 86 Chapter 5: Voicemail Model Switches 5.2.3.2 Maintenance Guide cfg Utility The cfg utility is a command-line tool that provides detailed information about the voicemail application. Cfg.exe can be found in the \shoreline communications\ShoreTel server directory. To start cfg: Step 1 Open a DOS window pointing to the \shoreline communications\ShoreTel server directory. Step 2 Enter cfg and press Enter. When you see the prompt /*Local*//->, cfg is ready. All commands are entered at the above prompt. Results are displayed in the DOS window or in the voice mail logs. WARNING Some cfg utility commands may damage the system if used incorrectly. Make sure you understand the commands before you use them. Section 5.8 lists the commands available through the cfg utility. 5.3 Booting and Restarting V Model Switches Rebooting and restarting V model switches have different scopes. • Rebooting a V model switch also reboots the Linux kernel its services. A reboot takes much longer than a restart. • Restarting a V model switch only restarts the ShoreTel Voice Switch application layer without restarting the operating system and its services. On ShoreTel Voice Switches running on VxWorks, rebooting and restarting are identical. Under certain conditions, initiating a restart reboots the switch. One example is when a switch upgrade is available. ShoreTel Voice Switch VM switches boot (loads data and programs) from contents of their internal memory. Network parameters, including IP addresses, are required to complete the boot process. Switches obtain these parameters either from a DHCP server or through manual entry. New switches always attempts to access a DHCP server. Within installations where a DHCP server is not available, switches must be manually configured, including the designation of the IP address and other configuration parameters. For switches not yet placed on a network, this configuration must be performed through the maintenance port. For switches that are on the network, switches can be configured through stcli. When using DHCP, ShoreTel recommends using DHCP reservations for each switch to ensure that DHCP leases are not lost. A V model switch can be brought up through a regular boot or by a software upgrade boot. FTP booting is also available for troubleshooting. Switches booted through FTP have limited functionality because internal memory contents are not loaded. ShoreTel 12.2 87 Maintenance Guide 5.3.1 Chapter 5: Voicemail Model Switches Manually Specifying Switch Parameters V Model switches normally use DHCP to dynamically set the device IP address and specify the addresses of the servers to which it communicates. Switches are set into fixed address mode through CLI instructions. V model switches require values for the following IP addresses: 1. The IP address and subnet mask of the V model switch 2. The IP address of the server that supervises the switch 3. The gateway IP address of the supervising server if it resides on a different subnet from the V model switch. 4. The IP address of the NTP server. V model switches require valid timestamps to operate; many services, including voicemail, cannot start without NTP access. The following procedure places the V Model switch into fixed address mode: Step 1 Access the STCLI command line interface, as described in Section 5.2.2.2 on page 85. Step 2 Enter “3” on the command line to select Change System Configuration. The CLI window displays the Change System Configuration options. Step 3 Enter “6” on the command line to select Enable/Disable DHCP/BOOTP The CLI window displays the DHCP/BOOT options. Step 4 Enter “0” on the command line to select Manual Configuration. Step 5 Change the network parameters as required to support the fixed address from the Change System Configuration entry line. Step 6 After completing changes to the configuration, type Exit to close the CLI. Step 7 Reboot the switch. 5.3.2 Reboot Methods A Shoretel voice switch can be rebooted via a flash boot, a default button, FTP, or burnflash, each of which is described in this section. 5.3.2.1 Flash Boot The standard method for booting a ShoreTel Voice Switch is to boot from the switch’s flash memory. When a ShoreTel Voice Switch is first powered on, it reads the boot parameters stored on the non volatile memory, which instructs the switch to load software from flash memory. When the software starts, it loads its configuration, which is also stored in flash memory. 5.3.2.2 Default Button The Default Button is the small “paperclip” button on the left side of the switch. Pressing this button replaces the two configuration files with their default variants. The Compact Flash is not affected. 88 Chapter 5: Voicemail Model Switches Maintenance Guide Pressing this button and holding for 10 seconds, in addition to replacing the configuration files, removes all files from the Compact Flash. 5.3.2.3 FTP Boot Booting from FTP is available when you cannot boot the switch from internal memory. When booting a switch from FTP, the operating system and software are loaded from the FTP site identified in the boot parameters. The loaded files define a default configuration. Voicemail services on the switch are disabled after booting from FTP and are restarted only by booting from Flash. After an FTP boot, the switch can perform telephony functions as those available through other ShoreTel Voice Switches. V model switches started with an FTP boot can operate only as a voice switch – (controlling phones, trunks, and call routing. FTP boot is typically used for troubleshooting and also supports maintenance tasks and the backup and restore facilities.FTP boot supports certain maintenance functions, such as an emergency boot if the flash becomes damaged. 5.3.2.4 Burnflash Burnflash forces a reboot and install new software. The burnflash command burns a ShoreTel image to the CF card. It unconditionally replaces the resident image while rebooting the system, but it does not destroy any voice mail. The purpose of burning the image to the CF is to enable the switch to boot from solid state memory instead of performing an FTP boot from the server. If a user created a static configuration for IP addresses and other system parameters through the STCLI (option 3), those parameters must be reconfigured after burnflash runs. 5.4 Switch Diagnostics and Repair This section describes tools for diagnosing and repairing switch problems. 5.4.1 Switch Trunk Debug Tools Trunk_debug_level is a switch setting that identifies trunk events from the switch’s perspective. Since ShoreTel applications manipulate dialed digit strings for both incoming and outgoing calls, the trunk debugger is typically used to validate the traffic between the CO and the switch. The recommended trunk debug level is 4. Step 1 Access the CLI shell, as described in Figure 5.2.2.3. Step 2 Enter the following command: trunk_debug_level=4 Step 3 When finished, turn off debug by typing: trunk_debug_level=0 • The D channel monitor helps you monitor the D channel of a PRI span. To do this, turn on D channel monitor of the switches. ShoreTel recommends using an SSH interface that is capable of capturing the output of the commands. ShoreTel 12.2 89 Maintenance Guide 5.4.2 Chapter 5: Voicemail Model Switches Creating an tcpdump File A tcpdump is a packet sniffer that operates off a command line. ShoreTel can use tcpdump output to debug V model switch issues. Do not create tcpdump files without consulting ShoreTel Technical Assistance. To create a tcpdump file: Step 1 Access the CLI shell. Step 2 Execute the following: tcpdump -C 10 -W 3 -w /var/log/tcpdump.pcap This step captures ethernet traffic to the switch into ram. Step 3 After a brief period, press Ctrl-C. This step terminates the capture and saves the result to cp /var/log/tcpdump.* /ftproot Step 4 Submit the files to ShoreTel, as instructed by Technical Assistance. 5.4.3 Recording Audio from a Switch Port You can capture audio output from a ShoreTel Voice Switch physical port (e.g. trunk port) using a CLI command. Audio output is saved on the HQ or DVM server that controls the switch. To do so, follow the procedure below: Step 1 From the Start menu, navigate to the Control Panel -> Administrative Tools and locate the IIS Manager. Step 2 Right-click on the IIS Manager and select Properties. Then, enable the ability to write to the FTP server by selecting the Write checkbox and clicking OK. This enables the ability to write to the following directory: C:\Inetpub\ftproot Step 3 At the CLI prompt, run the following command:. Record2File2 (1, 60, “test”) Audio data from running this command is stored in the file test_rx.pcm and file test_tx.pcm in C:\Inetpub\ftproot When you are finished capturing data, a “PCM Raw Data” file is created with the following format profile: 8000 Hz, 16-bit, Mono and can be listened to using a standard application, such as “Adobe Audition.” 5.4.4 Reformatting the Compact Flash The CF cannot be replaced while the switch is in operation (the Cf cannot be “hot swapped”). You must shut down the switch to remove the card. To format the compact flash: Step 1 Open SVCCLI Step 2 Enter the formatcf on the command line. The formatcf command does not reformat a properly formatted compact flash. Running the command reboots the switch. 90 Chapter 5: Voicemail Model Switches 5.5 Maintenance Guide stcli Commands The following describes the stcli commands. See Section 5.2.2.2 for a description of stcli. • Option 0 – Exit This command logs out of stcli and returns control to the program from where stcli was entered. A user must exit stcli before starting svccli. • Option 1 – Show Version This command displays the system software version running on the V model switch. • Option 2 – Show System Configuration This command displays current values for system parameters that are viewable through stcli, a user enters a 2 at the stcli prompt. Figure 5-4 shows an example of the parameters. Option 3 – Change System Configuration provides access to editable parameters. Figure 5-4 Current System Configuration • Option 3 – Change System Configuration The command accesses a list of options for modifying the system configuration. When option 3 is selected, the cursor displays ShoreTel Config to indicate that subsequent commands my alter the system configuration. Figure 5-5 shows the system configuration menu. The IP addressing mode is selected from this menu. To specify the addressing mode, select 6 from the ShoreTel Config menu. If static IP addressing is selected, all other Option 3 parameters must be configured. The static addressing configuration persists across upgrades. The configuration file is cleared if the svccli burnflash command is executed. If DHCP is enabled, the DHCP server must provide the IP address of the network time protocol (NTP) server. Pressing 0 from the ShoreTel Config prompt returns the system to the main stcli menu. When exiting the stcli main menu, the user is prompted to confirm all configuration changes made in the Option 3 menu. ShoreTel 12.2 91 Maintenance Guide Figure 5-5 Chapter 5: Voicemail Model Switches Configurable System Parameters • Option 4 – Reboot Option 4 reboots the switch. The switch requests a confirmation of the command before rebooting. • Option 5 – Shutdown Option 5 performs a graceful shutdown of the switch. This command is accessible only through the Maintenance port. Perform this command before removing power from the switch. • Option 6 – Archive logs Option 6 archives all switch logs and uploads them to the Logs directory in the ftproot of the Headquarters server. • Option ? – Help Entering a ? lists the main menu items. • gotoshell – Entry to CLI shell Type gotoshell to enter the V Model switch cli interface. See Section 5.2.2.3 for more information. 5.6 SVCCLI Commands Figure 5-6 shows a list of SVCCLI commands. See Section 5.2.3.1 for a description of SVCCLI. • ? or help The ? or help command displays a list of all commands and the syntax of each. The command takes no parameters (such as an individual command name.) An example of the command output follows: At the bottom of its display, SVCCLI states that a command can apply to all available arguments by inclusion of “all” or “*.” For example, the following SVCCLI entry restarts all services: >restartsvc * 92 Chapter 5: Voicemail Model Switches Figure 5-6 Maintenance Guide SVCCLI Commands • backupvm - Back up voice mail: The backupvm command performs on-demand back up of voice mail, Auto-Attendant data, and the logs that are written to the CF card. Ondemand backup begins immediately upon backupvm entry. During a backup, voice mail service continues, and an incoming voice mail is backed up if it was already being recorded when the backup began. When the backup finishes, the SVCCLI displays a message indicating it is finished. (In contrast, during a restore operation, the voice mail server is stopped. Also, the restore operation can by started from the SVCCLI only.) If automatic backup is disabled in the ShoreTel Director, backupvm still triggers the backup but only if backup is configured in the Director. Whether for a scheduled or an on-demand backup, pre-configuration of the backup target is necessary. For a description of how to configure an FTP server to be the target of the backup, see the ShoreTel Administration Guide. On-demand backup can serve a variety of purposes. These purposes are usually in response to anomalous situations. The main purpose of on-demand backup is to reduce the risk of losing voice mail if a damaged or faulty CF is suspected. For example, if the installation of a new CF card is immediately required, on-demand backup is the first step. After the new card is formatted, the restorevm command can bring the backed-up voice mail to the new card. Run getsvcstatus all to see the state of the CF file system. At the bottom of the screen for this command’s output, the state of each file system is shown. The following line is ShoreTel 12.2 93 Maintenance Guide Chapter 5: Voicemail Model Switches from the file system lines of the getsvcstatus output and shows that the CF file system is mounted. /dev/kcfa1 984871 268663 666163 29% /cf If the”/cf “is missing, then the CF file system is not mounted, and remedial action is necessary. In this case, not only does voice mail have nowhere to go, but the logs cannot be stored on CF, so the system provides some space in RAM for holding the most important logs. After backup, the suspect CF card can be removed and tested in another system, and a new card can be installed after voice mail is backed up. NOTE: You cannot back up voicemail in ShoreTel 9.1 running on Windows Server 2008 using the vmbackup command. You must manually add users with write permission to the FTP folder on the ShoreTel server in order for users to use the vmbackup command. • burnflash - Burn flash: The burnflash command burns a ShoreTel image to the CF card. It unconditionally replaces the resident image and then reboots the system, but it does not destroy any voice mail. The purpose of burning the image to the CF is to enable the switch to boot from NAND flash memory rather than to do an FTP boot from the server. (FTP boot supports certain maintenance functions, such as an emergency boot, if the flash becomes damaged. Do not use FTP boot to boot the switch. It does not support certain services. For example, an FTP boot does not mount the CF file system, so voice mail does not run after an FTP boot.) If a user created a static configuration for IP addresses and other system parameters through the STCLI (option 3), those parameters must be reconfigured after burnflash runs. • chgrootpassword - Change root password: The chgrootpassword command changes the root password for accessing the ShoreTel Voice Switch CLI. Arguments for this command are old and new passwords. This password was created in the Director in the System Parameters –> Other window. Syntax: chgrootpassword • chguserpassword - Change user password: The chguserpassword command changes an administrator password for accessing the ShoreTel Voice Switch CLI. Arguments for this command are old and new passwords. This password was created in the Director in the System Parameters –> Other window. Syntax: chguserpassword • disablegroup - Disable group: The disablegroup command disables a group of services. Disabling means that one group or all groups of services are suspended but not completely turned off. To enable any disabled groups, use the enablegroup command. This command is primarily for trouble shooting. During normal operation, if a group of services fails, the system automatically tries to restart the stopped services. However, for troubleshooting purposes, it can be important for the group to remain inactive. Syntax: disablegroup * or all • disablesvc - Disable service: The disableservice command disables one or all services. Disabling means that a service is suspended but not completely turned off. To enable disabled services, use the enableservice command. 94 Chapter 5: Voicemail Model Switches Maintenance Guide This command is primarily for troubleshooting. During normal operation, if a service fails, the system automatically tries to restart any stopped services. However, for troubleshooting purposes, it can be important for the service(s) to remain inactive. This status of the service(s) is shown in the output of the getsvcstatus command. Syntax: disablesvc * or all • dump - Dump: Dump sends a dump command to certain services. This command is used by ShoreTel engineering for debug only. Typically, the dump command dumps a service’s internal state to a log file. The dump command does not work on all services. Syntax: dump • enablegroup - Enable a group of services: The enablegroup command enables one or more groups of services after they have been disabled by the disablegroup command. These two commands apply to troubleshooting. Syntax: enablegroup * or all • enablesvc - Enable service: The enablesvc command enables one or more services after they have been disabled by the disablesvc command. These two commands apply to troubleshooting. Syntax: enablesvc * or all • erasecf - Erase CF: The erasecf command completely erases all the contents of a CF card. Back up the CF before using this command. Reasons to erase the CF include, for example: — To correct suspected memory corruption. — To erase a CF that is both formatted and mounted. (The formatcf command is not available for a CF card that is formatted and mounted.) After CF erasure, the system automatically reboots. The reason for rebooting is so that, when the system detects that the CF is empty, the system recreates the file structure and replaces all other voice mails and other needed elements on the CF card. Syntax: erasecf • flushlogs - Flush logs: The flushlogs command is a utility that copies certain system logs to the CF card. In normal operation, the system performs very little logging. Only severe problems are logged to files on the V model switch. The logging system is implemented in a memory circular buffer to record the logs (and perform certain tracing tasks.) Each log file includes its own circular buffer. These circular buffers can be forced to a log file by the flushlogs command. Syntax: flushlogs • formatcf - Format CF: The formatcf command formats a new CF with the Linux file system format so that Linux recognizes it. • getsvcstatus - Get service status: The getsvcstatus command displays details about all services on the switch. Regardless of the state of a service, this command displays it. (Therefore, it also shows whether a service even exists.) The command can display a particular service or all services. A service name is case-sensitive, so it must be entered exactly. To see the spelling of a service name, use the all or (*) argument getsvcstatus. Figure 5-7 shows the result of a getsvcstatus all. Syntax: getsvcstatus * or all ShoreTel 12.2 95 Maintenance Guide Figure 5-7 Chapter 5: Voicemail Model Switches Results from Get Service Status request • killsvc -9 - Kill service: The killsvc -9 command immediately kills all Linux services on a V model switch. Syntax: killsvc * or all • q (or Crtl-c) - Quit SVCCLI: Entering the letter q or doing a Ctrl-c terminates the SVCCLI and returns the user to the Linux CLI. Syntax: q or Ctrl-c • reboot [idle] - Reboot (if switch is idle): The reboot command causes the V model switch to reboot from NAND memory. With the optional idle argument, the reboot happens only if the switch is idle. Syntax: reboot [idle] 96 Chapter 5: Voicemail Model Switches Maintenance Guide Rebooting a V model switch and restarting a V model switch have different scopes. On other ShoreTel Voice Switches, rebooting and restarting are essentially the same. Rebooting a V model switch includes the Linux kernel and everything that a kernel reboot entails. In contrast, restarting a V model switch affects only the application layer. • restart [idle] - Restart services (if switch is idle): The restart command stops and then re-starts services. The idle option means that the operation waits until the process is idle. For instance, restarting the stts process when idle means waiting for stts not to be handling any calls, stopping stts, and then starting it again. Also, during the course of a restart or a reboot, the switch upgrades, if necessary. Syntax: restart [idle] • restorevm - Restore voice mail files: The restorevm command causes the backed up VM, Auto-Attendant, and logs to be restored from the server to the CF card. voice mail operation is unavailable during a restore. This process overwrites whatever is on the CF cards and puts the V model switch in the same state it was in at the time of the backup. The restore operation must be started from the SVCCLI. (The Director provides no option for starting a restore operation.) When the restoration is complete, the SVCCLI posts a message, and the switch is restarted. NOTE: If ShoreTel 9.1 is installed on a Windows 2008 platform, do not issue the “restorevm” command multiple times. Issuing this command multiple times may result in a “Voice Mail System Unavailable” error. • sendcmd - Send command: The sendcmd command causes Linux to send a command to a particular service. This command is used by ShoreTel engineers for debug only. Syntax: sendcmd • startgroup - Start group of services: The startgroup command starts a stopped group. This command is the follow up to the stopgroup debug command. Syntax: startgroup * or all • startsvc - Start service: The startsvc command starts one or all services that have been stopped. This command might be able to restart one or more services that have stopped working. It can also be the follow up to the stopsvc debug command. Syntax: startsvc * or all • stopgroup - Stop group of services: The stopgroup command stops one or all service groups. It kills the targeted group’s process. Syntax: stopgroup * or all • stopmgr - Stop services manager: The stopmgr command completely stops the operation of the services manager. Syntax: stopmgr • stopsvc - Stop service: The stopsvc command completely stops one or all services. It kills the targeted service’s process. Syntax: stopsvc * or all ShoreTel 12.2 97 Maintenance Guide 5.7 Chapter 5: Voicemail Model Switches CLI Commands Table 5-1 lists and describes the CLI commands. See Section 5.2.2.3 for a description of CLI. Table 5-1 CLI Commands Command Description Notes adm_debug_level Logs admission control and bandwidth manager signal flow onto serial port. =2 logs more diagnostics. adm_diag_level Logs admission control and bandwidth manager signal flow into IPBX log. =2 logs more diagnostics. arpShow and arptabShow Displays the ARP table. 98 autoReboot = 0 Turns the switch watchdog off to prevent rebooting after a catastrophic failure. Use this command only when directed by ShoreTel Customer Support. bigNvRamSetup Erases switch's configuration in NvRam. bootChange Changes the boot ROM parameters. cid_debug_level Logs caller ID related information for extensions. cliStart Opens the ShoreTel command line interpreter from a Reboot the switch to return serial port. to the Linux interface. config_status Outputs the configuration records for the switch. DEBUG_LEVEL Sets the ShoreSIP debugging flags. diagdCommands Outputs full switch diagnostic information. dial_num_dump Displays information about switch's off-system extension configuration. dn_plan_status Displays information about the switch's dial plan. dnp_debug_level Displays detail information (digit by digit) about dial Recommend using level 1. plan access. dtmf_debug Displays RFC2833 for G729 related events. DumpSB Displays maximum PMCSW outputs. dumpUsedBw Displays information about actual bandwidth used on individual calls/legs. etherMonBroadcast Writes the ethernet broadcast messages to a .cap file in \inetpub\ftproot directory of the ShoreTel server that are not intended for that switch. etherMonDump Writes the ethernet trace information captured when using EtherMonStart. Writes to a .cap file in \inetpub\ftproot directory of the ShoreTel server controlling the switch. The .cap file name is ST- .cap. etherMonStart Bytes is the number of bytes of information you want Command consumes to capture (for example, 10000000). Captures switch memory. Run ethernet packets for trace purposes memShow to display available memory. Do not specify more than available. etherMonStop Stops capturing ethernet packets. Use with caution. Recommend using level 0xe00. Values can be 0 or 1 (default is 0). Recommend using level 1. Chapter 5: Voicemail Model Switches Table 5-1 Maintenance Guide CLI Commands Command Description eval_adm_var Displays information about switch's own bandwidth usage. eval_bwm_var Displays information about total and available bandwidth. ext_bca_status Displays active BCA calls along with call stack usage information. ext_cco_status Displays information the switch's extension CCOs. ext_conf_status Displays MakeMe conference port status. ext_debug_level1 Logs extension CCO configuration. Notes To be run on switches hosting BCA extensions. ext_debug_level Sets the extension debugging level. Recommend using level 4. ext_pg_status Displays active pickup group calls. To be run on the switches hosting PG extensions. ext_ecr_status Displays all configured Personalized Call Handling rules on switch. ext_ecr_debug Displays real-time behavior of Personalized Call Handling rule. Shows triggering of rule during inbound call. fax_debug_level Display fax-related events and processes, including tone detection, fax determination, and fax redirect. Values can be 0 or 1 Default is 0 fax_verbose Used to display fax/silence detection, jitter buffer freezing. and echo canceller disabling related events. Values can be 0 or 1 Default is 0 flsh_getVersion Displays switch’s firmware and bootrom versions. flsh_printBootLine Prints the boot parameters of the switch. flsh_setBootSourceFlash Sets the switch to boot from flash memory. Restart to enable changes. flsh_setBootSourceFTP Sets the switch to boot from FTP. Restart to enable changes. g729_verbose Displays more information for G729 calls. Enable this for G729 calls with mscmd_verbose hostShow Displays the known hosts. hunt_load_debug Logs basic huntgroup call flow. icmpstatShow Displays ICMP statistics. ipdt_debug_filter Assume two extensions in the system: Ext A and Ext B. For debugging heavy call load issues. To print out IPDT log for Ext A. > ipdt_debug_level = -1 > ipdt_debug_filter=1 (tell IPDT that filter is enabled) > ipdt_restrictTraceExts "Ext A's#" (turn on log for Ext A) > ipdt_remRestrictTraceExt "Ext A's #" (turn off log for Ext A). To print log for all extensions: > ipdt_debug_filter =0 ipdt_debug_level Recommend setting to = -1 to turn on all logging. ipdt_dumpCCOCK Dumps BB call key state, since there is no extension associated with BB. ShoreTel 12.2 99 Maintenance Guide Table 5-1 Chapter 5: Voicemail Model Switches CLI Commands Command Description ipdt_dumpExtCalls Dumps call information in the extension (e.g. callID, legID, call state and leg state, etc.) ipdt_dumpExtDisplay Dumps the current display view from IPDT. ipdt_dumpExtensions Dumps information for all extensions controlled by the switch and the information for monitored extensions and MAE (BCA) extensions that are in the same switch and in the different switches. ipdt_dumpExtCK Dumps information for call keys on the extension. Useful for troubleshooting LED patterns and icon issues. ipdt_resetExtDisplay Redisplay on the extension. If the phone display and IPDT display (ipdt_dumpExtDisplay) are desynchronized, run ipdt_reset_ExtDisplay to synchronize them. ipdt_restrictTraceExts Set ipdt_debug_filter to 1. Then, use ipdt_restrictTraceExts to turn on logging on a particular extension. ifShow Displays the current configured network parameters. laa_debug_level Logs backup auto attendant signal flow. Notes lspConList Displays switch connectivity to other switches. lsp_debug_level Displays Location Service Protocol messages that are exchanged between switches. Recommend using level 4. lsp_ping Tests the LSP UDP communication to the far end switch for 100 iterations. example -> lsp_ping "192.168.1.1",100 Tests LSP UDP communication to the switch at 192.168.1.1, for 100 iterations (nominally 1 second). If only the IP address is supplied, 1000 iterations (nominally 10 seconds) is used. lspTelList Displays local and remote contacts. lspTelList 1 Displays detailed information about local contacts. lspTelList 2 Displays detailed information about remote contacts. mae_debug_level Logs BCA call flow information. mailbox_debug_level Logs mailbox destination for a particular call. memShow Shows current memory usage of the switch. mgcp_msg_debug Logs MGCP messages. mgcp_trans_debug Logs MGCP transactions. mohc_debug_level Prints diagnostic information for music on hold calls Valid settings are 0 and 1. when set to 1. Default is 0. mpm_debug_mask=0x40 Sets mpm debug flag to output Caller ID information received on inbound calls. mpm_debug_mask=0x10 Displays detailed DTMF information. 100 mpm_debug_mask=-1 Displays detailed mpm information. Full debug of inbound calls (CallerID, DTMF). mscmd_verbose Prints diagnostic information for the media commands sent from Switch board layer when set to 1. Main media command verbose variable. Default is 0. Chapter 5: Voicemail Model Switches Table 5-1 Maintenance Guide CLI Commands Command Description msps Displays media stream statistics for all active calls on This is a helpful command the switch. for all media-related issues. msps 7 Displays media stream statistics for active calls. msps 8 Displays media stream statistics. Use only when directed by ShoreTel. msps 16 Displays media stream statistics. Use only when directed by ShoreTel. mwi_debug_level Logs message waiting indicator setting call flow. ping " " Notes Include double quotes (“) around the IP address. pri_verbose Traces a high level description of the PRI traffic sent and received by trunks on the switch. print_ether_stats Prints the Ethernet statistics from the network controller. rdn_diag_level Used to determine why calls are routing to particular Useful values are 0 (none) destinations, similar to what gets put in the DRSMain or 5 (trace resolve_dn). log when DRS is enabled. reboot Reboots the switch. Record2File2(port,time, ;0) Records inbound media on the specified port for the specified time (in seconds) and writers it to /inetpub/ftproot. rfc2833_for_g711_debug Displays events related to RFC2833 for G711. routeShow Displays current routing table. routestatShow Displays routing statistics. sb_debug_level Switch board debug variable that prints debug information for the commands sent from Call control. Recommend setting pri_verbose=1 Writes to the TMS server controlling the switch. FTP write access must be enabled on the server. Bitmask integer. Valid settings are 0, 1, and 2. Default is 0. Values range from 1-5. set_mpm_debug (char *) Used to print information regarding commands/event Uses a string as a interface between host CPU and DSPs. parameter (e.g. “pots”, “pstn”, “dtmfd”, “dtmfg”, “cdis”, “class”, “cpm” are valid parameters). Example: To print POTS related information, use set_mpm_debug(“pots”) sip_debug_level=1 Logs ShoreSIP to SIP translation. sip_debug_level=2 Logs SIP messages also. sipuaCallList Displays active SIP stack calls. sipuaCallList 2 dumps For switches hosting SIP more call related information. trunks/extensions. sipuaList Displays list of SIP trunk/extension user agents. t2t_debug_level Logs trunk interval information like silence, trunk name, trunk state, etc. ShoreTel 12.2 For switches hosting SIP trunks/extensions. 101 Maintenance Guide Table 5-1 5.8 Chapter 5: Voicemail Model Switches CLI Commands Command Description Notes tcpstatShow Displays TCP statistics. trans_debug Logs ShoreSIP transactions. trunk_cco_status Displays information about switch's trunk CCOs. trunk_debug_level Sets the trunk debugging flag uaCallList Displays information about active calls and legs. ua_call_status Shows a snapshot of the active call status of the switch. uaList Displays list of ShoreSIP extension/trunk user agents. unset_mpm_debug(char *) To disable set_mpm_debug command udpstatShow Displays UDP statistics. Recommend using level 4. Cfg Utility Table 5-2 lists and describes the commands available through the cfg utility. Variables are italicized. See Section 5.2.3.2 for a description of the cfg utility. Table 5-2 cfg Commands Command Parameters Description call p p = phone number Make a call from the voice mail application and play a prompt. closem dmask 0x Close the open voice mail box. 0x = mask hex exit Set voice mail debug mask (hex) Enter without parameter to display flag list. Leave cfg. laam t t = (1 = DID, 2 = DNIS, 3 = Trunk) List Auto-Attendant menu map. Displays mapping of trunks to Auto-Attendant menus. lall f f = 1 for more details List all mail boxes in the system. Enter without “1” for a summary of system mail boxes and with “1” for more detail. lamp m f m = mail box f = 1 - on; 2 - off Turns the message waiting light on/off for a specified mail box. list pb b b = (0 - last name, 1 = first Dump dial by names name) directory to the voice mail log. lmbox f f = 1 for more details lms lmsg m 102 Comments List mail box information. Enter without “1” for a system mailbox summary, including message IDs. List mail box schedule. m = message ID List details of a specific message. Message IDs can be found by using lnbox. Chapter 5: Voicemail Model Switches Table 5-2 Command cfg Commands Parameters Description loadc Load all voice mail configuration from the database. loadm Load all mail box configuration from the database. lserv List information about all servers. lsys List voicemail system parameters. lsmtp List status of distributed voice mail. ltapi List status of TAPI lines opened by voice mail. msinfo Dump voice mail internal table to the voice mail log. openm # # = mail box Comments Requires that a mail box be open when you issue the command. Open specified mail box. psinfo Dump port server information to the voice mail log. purge Remove message in the deleted queue. Requires that a mail box be open when you issue the command. Search help for a string. Searches only from the beginning. sh str 5.9 Maintenance Guide str = string starth Remove old deleted messages. symwi Run MWI synchronization. ver List cfg version. ? List help commands. Sends MWI status to all phones in system. UBOOT Commands and Flags Table 5-3 lists and describes the UBOOT environment variables. Table 5-3 Parameter Settings for Flash Boot and FTP Boot Parameter Description Flash Boot FTP Boot autoload Specifies booting method for bringing up operating system FLASH FTP bootcmd Specifies boot actions that loads OS and software onto switch. bootfile Path and filename of operating system file flags Variable passed to Linux that controls post 0x40 startup operations. 0x40 gatewayip IP address of gateway server xxx.xxx.xxx.xxx ShoreTel 12.2 tskl/uImage xxx.xxx.xxx.xxx tskl/uImage 103 Maintenance Guide Chapter 5: Voicemail Model Switches Table 5-3 Parameter Settings for Flash Boot and FTP Boot Parameter Description Flash Boot FTP Boot host IP address of host running Director xxx.xxx.xxx.xxx xxx.xxx.xxx.xxx ipaddr IP address of the switch xxx.xxx.xxx.xxx xxx.xxx.xxx.xxx netmask Subnet mask for subnet location of the switch xxx.xxx.xxx.xxx xxx.xxx.xxx.xxx pass Password for FTP account. default setting is tsk default setting is tsk script Path and filename of bootscript file tskl/bootflsh.txt tskl/bootscrp.txt serverip IP address of host from which FTP transfer xxx.xxx.xxx.xxx retrieves the OS image. user User name of FTP account. default: anonymous xxx.xxx.xxx.xxx default: anonymous The following actions are triggered by flag values: • • • • • • • • • 0x0: Auto-negotiate network speed and duplex mode 0x20: Disable login security 0x40: Use DHCP to receive boot parameters 0x1040: Use bootp to receive boot parameters 0x2000: Disable ShoreTel shell 0x10000: 10 MB full duplex (fixed) 0x20000:10 MB half duplex (fixed) 0x30000:100 MB full duplex (fixed) 0x40000:100 MB halfduplex (fixed) Multiple functions are specified by adding the hex values of the individual functions. For example, the command 0x42040 instructs the switch to use DHCP to receive boot parameters (0x40), disable the ShoreTel Shell (0x2000) and set the speed and duplex mode to 10 Mb, half duplex (0x40000). 5.10 Burnflash Table 5-4 lists and describes the burnflash commands. Table 5-4 Burnflash Commands Command Description burnflash -s Updates all bootrom areas. 5.11 ipbxctl Table 5-5 lists and describes the ipbxctl commands: Table 5-5 104 ipbxctl Utility Commands Command Description -reboot Reboots the switch without using ShoreTel Director. -flash Sets switch to boot from flash memory (allows you to boot without logging in). Chapter 5: Voicemail Model Switches Table 5-5 Maintenance Guide ipbxctl Utility Commands Command Description -ftp Sets switch to boot from FTP (allows you to do this without logging in). -diag Sends switch state information. By default, the system puts this information in the same folder where ipbxctl utility is running. This may be distruptive to normal switch function. Use this command only for diagnostic functions, not for reporting. -reset Clears all flash memory. Returns switch to factory defaults. 5.12 regedit Commands The regedit commands are listed and described below. key [\ ]... - make subkey current key [\ ]... - make subkey current key . - display current key, values recursively depending on display mode 'd' key . - display current key, values recursively depending on display mode 'd' * - display current values key * - display current values .. - up one level key .. - up one level addkey - add subkey to current key delkey - delete subkey from current key addstr - add to current key addnum - add to current key. is ... addhex - add to current key. is 0x ... setstr - set in current key setnum - set in current key. is ... sethex - set in current key. is 0x ... delval - delete value from current key d - toggle recursive display q - quit program < filename - To read commands from a file E.g RegEdit < cmdfile Where cmdfile has the following contents VoiceMail Logging sethex Level 0xff 5.13 Windows Registry Keys The ShoreTel software uses the Windows registry to store various parameters used by the ShoreTel system. These registry keys can be found in the following registry path: • Switch Software Registry Keys — allow_cfa_deactivation — auto_onhook_for_handsfree ShoreTel 12.2 105 Maintenance Guide — — — — — — — — — — — — — — — Chapter 5: Voicemail Model Switches auto_onhook_for_hold busy_all_huntgroups disable_oae_over_sip display_hunt_group_on_phone fastblink_held_bca_call give_bca_reminder_ring onhook_dialing_for_IP110 rtcp_enabled send_3_1_khz_audio send_bca_cid send_ecma_rose_qsig send_isdn_setup_sending_complete sorted_trunks timeout_icmp_redirect timeout_overhead_paging • Telephony Management Server (TMS) Registry Keys — — — — CDRDataExpiration CDRDataCacheSize LogAssertsAsNTEvents SwitchDebug • Voice Mail Registry Keys — — — — — — — — — — — — — — — — — — — — — — — — — — — 106 AutoDelete_Override AutoDelete_ExpHrs AutoDelete_Warn1Hrs MWIDelay RecallMessageEnabled TimeOutWaitConnect PlayShorelineFwdCallMsg PlayLogonFindMeBranding PlayHeardMessagesLIFO AttachNoVMToEmail LangLoad_Override Allow_SMDI_VM_ChangeCHM SMDI_FlashDuration SMDI_WaitForDialTone SMDI_DelayBeforeSendingDigits SMDI_DelayBeforeHangUp SMDI_SendName SMDI_FillCharacter SMDI_SendMWIError FromID SMTPRoutesFile MaxMessageSizeFile SMTPClientConnTimeoutFile SMTPClientDataTimeoutFile SMTPServerDataTimeoutFile MaxConcurrentIncomingFile MaxConcurrentRemoteFile Chapter 5: Voicemail Model Switches Maintenance Guide 5.14 ShoreTel Server File System The following list identifies the directories where the ShoreTel server installs its files. The server installs files with default access permissions. (System administrators may want to ensure a more secure environment.) The Windows System user and the IPBX user created by the ShoreTel installer require full access to all the ShoreTel directories. All other users can be granted access on an as-needed basis. To ensure the security of sensitive and/or personal information, confine access to the VMS and Database directories strictly to administrator, system, and IPBX users. • Shoreline Data: Contains all the dynamic information the server uses to run the system. This directory and all sub-directories may be saved as part of a backup and used for full system recovery. \Shoreline Data • Prompts: Contains copies of the auto attendant menu prompts. \Shoreline Data\Prompts • VMS: Contains all the files and configuration information used by the voice mail system. The files in this directory and its sub-directories are very dynamic. Never open these files. Opening any of the configuration files may cause the voice mail system to become corrupted in part or completely, and can cause loss of voice mail messages. \Shoreline Data\VMS • MESSAGE: Contains all voice mail messages as .wav files, along with an .enl pointer file for each message. \Shoreline Data\VMS\MESSAGE ShoreTel 12.2 107 Maintenance Guide 108 Chapter 5: Voicemail Model Switches C H A P T E R 6 IP Endpoints 6.1 Overview The ShoreTel system manages calls and applications for three types of IP endpoints: IP phones, SoftPhones, and conference bridges. IP endpoints are identified by IP address and can exist anywhere on the network. All IP endpoints are supported by ShoreTel Voice Switches, which must have sufficient capacity for all the IP endpoints in the system. IP endpoints are configured in the system with ShoreTel Director. For more information on IP endpoints, see the ShoreTel Planning and Installation Guide and ShoreTel Administration Guide. 6.1.1 IP Phones ShoreTel IP phones allow you to deploy your telephony system as an end-to-end IP network without dedicated station wiring. Connecting anywhere on the network, ShoreTel IP phones work with the ShoreTel Communicator client applications or can be used independently, providing an intuitive interface to essential telephone features. The IP phone controls basic display operations, such as volume level, date and time, and icons. To provide IP telephony in a ShoreTel system, IP phones rely on services, switches, and industry-standard protocols. The following sections describe these dependencies. 6.1.1.1 IP Phone Keep Alive The ShoreTel Voice Switches that manage IP phones send a heartbeat to their associated IP phones once a minute. If the heartbeat is not acknowledged within approximately four seconds, the switch considers the IP phone to be offline or unavailable. The switch continues to broadcast the heartbeat every minute. Any currently offline IP phone that returns an acknowledgement is considered online and available. 6.1.1.2 IP Phone Failover IP phones can be optionally configured to send a heartbeat to their ShoreTel Voice Switch every four minutes. If an IP phone cannot communicate with its switch, the phone automatically connects to another switch located at the same site with available configured IP phone resources. For IP phone failover to be effective, the system must be planned with sufficient excess capacity to handle phones from at least one switch during a failover event. For example, if a switch with 20 IP phone ports fails, 20 IP phone ports need to be available elsewhere in the system. For more information, see the IP phone configuration settings in the ShoreTel Administration Guide. 6.1.1.3 Services There are two services running on the ShoreTel HQ and DVS servers that interact with the system’s IP phones: IP Phone Configuration Service (IPCS) and IP Phone Display Service (IPDS). ShoreTel 12.2 109 Maintenance Guide Chapter 6: IP Endpoints IPCS The IP Phone Configuration Service manages the IP phone configuration process, including configuration files and the database updates. Problems with IPCS connectivity can prevent IP phones from booting and prevent phone configuration data from being updated. IPDS The IP Phone Display Service handles the remaining functions, such as event handling and feature button functions. It also controls any actions by the IP phone display not controlled by the device’s firmware or switches. Problems with IPDS or TMS connectivity can result in incorrect phone displays and errors in both the hard and soft key functions. Embedded IP Phone Display Driver These features are not handled by the switch, but continue to be provided by the server. Control of many of the IP phone features (such as phone display, redial, and call transfers) is now on the server rather than the switch in order to enhance reliability and offer better uptime. Features that require writing to the database (such as directory and speed dial) continue to depend on the server being both operational and accessible. Date and Time IP phones depend on an SNTP server to maintain the correct time and date. Without an SNTP server, you can set the phone date and time via a GMT offset. 6.1.1.4 IP Phones and ShoreTel Voice Switches IP phones in a ShoreTel system interact with two types of ShoreTel Voice Switches: the configuration switch and the call manager switch. The configuration switches help the IP phones obtain their configuration from the ShoreTel server, which functions as a FTP server for the IP phones. You must have at least one configuration switch and can designate a second configuration switch for reliability. As part of the configuration information, each IP phone is assigned a ShoreTel Voice Switch that acts as the phone’s call manager to help the IP phone set up and tear down calls. Configuration Switch(es) In a DHCP environment, when an IP phone is booted, it receives the IP address of the DHCP and ShoreTel server from the configuration switch. Each system includes at least one configuration switch for this purpose. The IP addresses of these switches are downloaded to the IP phones whenever the IP phones are booted. If you have configured the IP phones to boot without a DHCP server, you must set the IP address of the configuration switch manually. These switches communicate with the HQ server to determine which switch manages calls for a particular IP phone. You have the option of assigning two switches to this function, in case one fails. For information on configuration switches, see the ShoreTel Administration Guide. 110 Chapter 6: IP Endpoints Maintenance Guide Call Manager Switch The IP phones’ ShoreTel Voice Switch is responsible for actions such as hold, transfer, conference, and park. The call manager module of the ShoreTel Voice Switches handles the Media Gateway Control Protocol (MGCP) information from the IP phones assigned to it. After a call is connected to an endpoint, media streams are independent of the call manager switch. The ShoreTel Voice Switch communicates call information to other switches in the system using ShoreTel’s enhanced SIP protocol. Every site where IP phones are in use must have a ShoreTel Voice Switch configured to support the number of IP phones at the site. To configure IP phone support on a ShoreTel Voice Switch, you must reserve ports for IP phone support on the ShoreTel Voice Switch edit page in ShoreTel Director. See the “Configuring Switches” chapter in the ShoreTel Administration Guide for additional information. 6.1.1.5 IP Phone Communications IP phone communications are routed through two protocols: MGCP and RTP (Real-time Protocol). MGCP IP phones communicate with ShoreTel Voice Switches via MGCP, a device control protocol. The relationship between the switch (call manager) and the phone (gateway) follows a master–slave model. MGCP, an industry-standard protocol, is used to: • • • Deliver information to the IP phone display Set up and tear down media streams Report phone events such as key presses, on hook, and off hook Media Media travels through the ShoreTel system using Real-Time Protocol (RTP). After call setup, media flows directly between IP phones via RTP. The ShoreTel Voice Switch is involved only when setting up or tearing down a call. For more information on MGCP communications, see Section 2.3 on page 16. For more information on RTP communications, see Section 2.3.4 on page 22. 6.1.2 Boot Process ShoreTel IP phones are preconfigured by ShoreTel to work in conjunction with your ShoreTel system and your network’s Dynamic Host Configuration Protocol (DHCP) server. After the servers are configured, you simply plug the phones into the network and they are automatically added to your ShoreTel system. After the IP phone possesses the DHCP and FTP server IP addresses, it downloads the application and configuration files from the FTP server. The IP phone configuration file is modified by ShoreTel Director during IP phone configuration. If you are not using a DHCP server or it is not currently online, you can set a static IP address and other startup parameters directly at the IP phone. Static IP addresses for IP phones can also be assigned using the IP phone setup menus. ShoreTel 12.2 111 Maintenance Guide 6.2 Chapter 6: IP Endpoints IP Phone Firmware Upgrades The IP phone application software can be upgraded by replacing the application file on the FTP server. If you need to upgrade your phone application, see the instructions provided with the new phone software. WARNING Modifying the IP phone configuration files can cause unpredictable results. If you have special needs, contact ShoreTel Customer Support for instructions. 6.3 Diagnostics The following recommendations can help you install your IP phones: • Make sure you have reviewed your network bandwidth and Quality of Service (QoS) strategies and configured your network for your IP phones. • Make sure the phones are configured to use DHCP vendor option 156 for configuring boot server information, and are configured to use anonymous FTP. The phones do not boot properly if static configuration data is present in the telephone. This can occur if the telephones were previously used in an environment where DHCP and automatic provisioning was not used, or the telephone is from a vendor other than ShoreTel. See Section 6.4 on page 118 for information about changing the telephone to the correct settings. 6.3.1 Viewing System IP Phones IP phone connectivity is displayed in ShoreTel Director in the IP Phone List in the IP Phones screen (Administration->IP Phones->Individual IP Phones). See Figure 6-1. The number of IP phones connected through a switch and the number of IP phones that can be connected to a switch are displayed in ShoreTel Director in the Primary Switches screen (Administration->Switches->Primary). See Figure 6-2. For more information, see the ShoreTel Administration Guide. 112 Figure 6-1 IP Phone List View Figure 6-2 Primary Switches View Chapter 6: IP Endpoints 6.3.2 Maintenance Guide On Screen Error Messages Any time a user action results in an error being returned by TAPI, the error is displayed on the IP phone display for six seconds (one North American ring cycle). The error message can be dismissed more quickly by pressing the “OK” soft key. 6.3.3 Diagnostic and Failure Messages Table 6-1 lists and describes the diagnostic and failure messages that may be displayed on ShoreTel IP phones. Table 6-1 Diagnostic and Failure Messages Display Message Interpretation File System Failure An internal, unspecified, problem detected while performing a file system operation. Boot File Too Big The boot file is too big and won’t fit in RAM Boot Save Failed Writing the boot image to flash memory failed. Reconfiguring Network The phone is switching VLANs. This might be displayed after DHCP and/or after config file processing. Duplicate IP Address Arp of IP address indicated the IP address is already in use. FTP Unreachable The FTP server is unable to be pinged (for IP110) FTP Server Unreachable The FTP server is unable to be pinged (for others) Unresponsive task/Resetting A task failed to respond to a keep alive request so the phone is restarted DSP Error/Repair Required DSP testing failed on startup. Bad DSP. NO MGC IP CONFIGURED An IP address is not set for the MGC DSP Asserted/Resetting The DSP crashed, and a reboot is started. DHCP lease/invalid! The DHCP lease expired and the phone failed to acquire a new lease. APP download failed!/filename Application image download failed Invalid App Name The application name does not follow the required format Format Failed While trying to store a new image in flash, a failure occurred when erasing the flash device. File System Error An error was returned by the file system API. Invalid Signature The boot or application image file is the wrong type for this phone Invalid Image Version The .bmp image was not of a known acceptable format Download CFG file failed/filename Failed to download the main configuration file specified. Couldn’t Get INCL file/filename Failed to read the specified Include file from the FTP server Using Cached CFG (for IP110) If a complete config file and all includes cannot be downloaded a Using Cached CFG Files! (for others) cached config file is being used. Enter Factory mode/*=No #=Yes In Response to mute-rramos Factory Test KPD Mode You are in factory test mode ready to test the keypad (via mute-rramos) Example Application This message is a remnant of some test code. It should never be seen. Boot Application If only a boot application is in flash and an application image cannot be downloaded, this information is displayed after the boot process is completed. No/Ethernet Ethernet is not detected 100 Mbps/Ethernet 100 Mbps Ethernet speed in use ShoreTel 12.2 113 Maintenance Guide Chapter 6: IP Endpoints Table 6-1 6.3.4 Diagnostic and Failure Messages Display Message Interpretation 10 Mbps/Ethernet 10 Mbps Ethernet speed in use Request Service (for IP110) Requesting Service (for others) Being requesting service from MGC No Service MGC service is unavailable Troubleshooting the IP Phone Display This section presents some techniques for troubleshooting the IP Phone Display Server. The first step is to identify that the problem is actually an IPDS problem. You should suspect an IPDS problem when a phone configured in the database (which appears on the IP phone list in ShoreTel Director) does not have the correct display or does not respond properly when you press the Options or Directory buttons. When you suspect an IPDS problem, verify that the server can access the phone or phones in question through TAPI. To check TAPI access, use any TAPI application that supports phone devices. 6.3.4.1 Phone Display is Incorrect If a phone display is incorrect, one of two things may have happened: IPDS Sent a Bad Display Update This can be detected by searching through the IPDS log file for the display line in question. If it is found at the appropriate time and on the appropriate extension, IPDS is the cause of the problem. Provide the relevant IPDS log to your engineering resources. Switch Did Not Update the IP Phone Correctly It is possible for the switch to mishandle phone updates. Enabling IPDT Debugging By default, IPDT logging is turned off. However, you can enable IPDT logging to assist in troubleshooting efforts. 6.3.4.2 Enabling IPDT Debugging To enable logging on the switch, follow the procedure below: Step 1 Telnet into the switch. Step 2 Type the following command. ipdt_debug_level = -1 Step 3 Logging output appears on the screen. You can use a software application, such as TeraTerm Pro, to capture the output and save it in a text file. Details: 114 • Enable IPDT logging only for short periods of time, because the feature generates large amounts of data that consumes CPU cycles on the switch and slows it down. • You can disable the logging feature by replacing -1 with a -0 in the command above. Chapter 6: IP Endpoints • Maintenance Guide The -1 variable enables tracing for all IPDT-related components. You can selectively enable individual IPDT components by using the commands and variables listed in Table 6-2. Table 6-2 IPDT Debugging Flags Debug flag Decimal value Hexadecimal value Purpose DEBUG_HOTDIAL 2 0x2 timeouts and logic associated with hot dial / fast transfer feature DEBUG_NCC_RAW_EVENTS 256 0x100 raw device status, call control, and IPDS helper events from switch core DEBUG_NCC_DEVICE_INVENTORY 512 0x200 ncc acquisitions and releases DEBUG_NCC_FLOW1 4096 0x1000 ncc event handling DEBUG_NCC_FLOW2 8192 0x2000 verbose ncc event handling DEBUG_CONFIG_NOTIFICATIONS 65536 0x10000 configuration data and changes DEBUG_NCC_DISPLAY_BASIC 16777216 0x01000000 logic associated with determining which "screen" is shown DEBUG_NCC_DISPLAY_DETAILS 33554432 0x02000000 the actual display commands sent to the phones The functions in Table 6-3 can be executed from a terminal session. String arguments must be passed in quotes. Integer arguments may be passed in decimal form, or in hex form by prefixing with 0x. Table 6-3 IPDT Functions Function Argument name Argument Type Purpose ipdt_dumpExtensions none none Lists all phones and extensions configured on switch, along with CCOID, and phone type where appropriate. ipdt_dumpExtDisplay extension number string shows current value of all display elements: announcement area, soft keys, custom key labels, custom key icons/leds, message waiting indicator, location and format of date and time, location of borders ipdt_dumpCCODispla y CCOID integer same as above, using CCOID as key. Use ipdt_dumpExtensions to find CCOIDs of nonextension devices such as anonymous phones. ipdt_dumpExtCalls extension number string lists all calls on the given extension. Works for "foreign extensions" too - that is, extensions whose call info is supplied by IPDS ipdt_dumpCCOCalls CCOID integer same as above, using CCOID as key; native extensions only. ipdt_dumpExtCfg extension number string lists configuration and extension status for extension. For foreign extensions, lists those details supplied by IPDS ipdt_dumpCCOCfg CCOID integer same as above, using CCOID as key; native extensions only. ipdt_dumpActiveTimer none none lists currently active timed objects in IPDT ipdt_resetExtDisplay string redraws the entire display of the phone, by the given extension ShoreTel 12.2 extension number 115 Maintenance Guide Table 6-3 6.3.5 Chapter 6: IP Endpoints IPDT Functions Function Argument name Argument Type Purpose ipdt_resetCCODisplay CCOID integer redraws the entire display of the phone, by the given CCOID ipdt_adminMsgExt extension number string displays an administrative message in announcement area of given phone for ipdt_admin_timeout seconds. "" or "all" indicates all phones on switch. ipdt_adminMsgCCO CCOID integer displays an administrative message in announcement area of given phone for ipdt_admin_timeout seconds. 0 indicates all phones on switch Manually Configuring the Phones If you are not using a DHCP server to provide the IP address and configuration parameters to the phone, you need to manually set configuration parameters on the phone. You can enter the phone configuration menu at bootup or by entering a key sequence from the phone’s keypad. To manually configure the ShoreTel IP Phones at bootup: Step 1 Connect the Ethernet cable into the data jack on the back of the IP phone. Step 2 At the Password prompt, enter the default password 1234, or the password provided by your system administrator, followed by the # key. You have four seconds to enter the password, after which the phone enters normal operation with its current settings. The default Password can be changed in ShoreTel Director. For more information, see the ShoreTel Administration Guide. Step 3 Enter the values listed in Table 6-4 when prompted. Press # to advance to the next settings or * to exit. Table 6-4 116 Boot up configuration prompts Prompt Value Clear all values? Press #. (No.) DHCP=ON Press * and #. IP= Enter the IP address for the phone. Press #. Subnet= Enter the subnet mask. Press #. Gateway= Enter the gateway IP address. Press #. FTP= Enter the IP address of your ShoreTel server. Press #. MGC= Press #. (The phone obtains the address from configuration files on the ShoreTel server.) SNTP= Enter the IP address of your time server. Press #. 802.1Q Tagging=OFF Press #. Consult your network administrator before changing this value. VLAN ID= Press #. Save all changes Press #. (Yes.) Chapter 6: IP Endpoints Maintenance Guide The phone downloads the latest bootROM and firmware from the ShoreTel server and in the process, reboots several times. When the phone displays the date and time, the boot and upgrade process is complete. To manually configure an operational IP Phone from the keypad: Step 1 With the phone on hook, press the MUTE key followed by 73887# (SETUP#). Step 2 At the Password prompt, enter 1234, or the password provided by your system administrator, followed by the # key. The default Password can be changed in ShoreTel Director. For more information, see the ShoreTel Administration Guide. Step 3 Enter the values listed in Table 6-4 when prompted. Press # to advance to the next settings or * to exit. The phone downloads the latest bootROM and firmware from the ShoreTel server and in the process, reboots several times. When the phone displays the date and time, the boot and upgrade process is complete. 6.3.6 Displaying IP Phone Settings You can display the phone’s current IP parameters setting by entering a key sequence from the phone’s keypad. To display the phone’s IP parameter settings: Step 1 With the phone on hook, press the MUTE key followed by 4636# (INFO#). The phone displays the first two parameters. Step 2 Press * to advance the display or # to exit. The phone resumes normal operation after the last parameter is displayed. 6.3.7 Resetting the ShoreTel IP Phone To reset the phone: Step 1 With the phone on hook, press the MUTE key followed by 73738# (RESET#). The phone reboots. ShoreTel 12.2 117 Maintenance Guide Chapter 6: IP Endpoints 6.4 Diagnostics & Configuration for ShoreTel IP Phones 6.4.1 Boot Configuration Operation Upon booting, IP phones use the FTP server address to acquire their configuration specifications. The FTP server address is determined from DHCP site-specific options (default option 156). If DHCP is disabled, the FTP server address can be manually entered on the phone, and the information is stored in the flash memory of the phone. Alternatively, if DHCP is used (but no site-specific option is returned), the FTP server returned by option 66 is used. If the FTP server cannot be reached, or if a configuration file cannot be located, the phone uses the last successfully-loaded configuration parameters. After a phone is finished reading configuration files, the current parameters are saved into flash memory. 6.4.2 IP Phone Configuration Files When an IP phone boots, it contacts the configured FTP server and reads an initial configuration file from FTP root. (This file corresponds to its coded model name.) Each of these initial configuration files, in turn, references a custom configuration file that can be manually edited by a system administrator. As phone software is upgraded, the contents of configuration files are overwritten at the time of update by Kadotautil, but custom configuration files are preserved across upgrades. Configuration parameters are prioritized by the phone in the order that they are processed. Custom configuration files are the last file read. Any parameters in a custom configuration file override previous configuration parameters. This also includes local parameters, as they are processed first, before any configuration files are read. Parameters and values are case sensitive. A parameter and its value are separated by one or more spaces or tabs. Each parameter must begin on a new line of the text file. Table 6-5 lists and describes the Phone configuration file names. Table 6-5 118 Phone models ShoreTel IP Phone Name on Top Name of Phone Model Name on Barcode Base Configuration Label Underside of Phone Name Custom File Name IP 110 ShoreTel 110 S0 shore_s0.txt s0custom.txt IP 115 ShoreTel 115 S01 shore_s01.txt s01custom.txt IP 210 ShoreTel 210 S1 shore_s1.txt s1custom.txt IP 210A ShoreTel 210 S1A shore_s1a.txt s1custom.txt IP 212k ShoreTel 212k S12 shore_s12.txt s12custom.txt IP 230 ShoreTel 230 SEV shore_sev.txt sevcustom.txt IP 230g ShoreTel 230g SEG shore_sevg.txt sevgcustom.txt IP 265 ShoreTel 265 S36 shore_s36.txt s36custom.txt IP 530 ShoreTel 530 S2 shore_s2.txt s2custom.txt IP 560 ShoreTel 560 S6 shore_s6.txt s6custom.txt IP 560g ShoreTel 560g S6G shore_s6g.txt s6gcustom.txt Chapter 6: IP Endpoints Table 6-5 Maintenance Guide Phone models ShoreTel IP Phone Name on Top Name of Phone Model Name on Barcode Base Configuration Label Underside of Phone Name Custom File Name IP 565g ShoreTel 565g S6C shore_s6c.txt s6ccustom.txt IP 655 ShoreTel 655 SWE shore_swe.txt swecustom.txt BB24 ShoreTel 24 SBB shore_sbb.txt sbbcustom.txt While booting, IP phones look in FTP root for a unique configuration file, “shore_MACaddress.txt” (the MAC address of the phone). NOTE: MAC configuration files must be named in lower case. While Windows is usually not case-sensitive, the LIST command within the Windows FTP server is case-sensitive. If shore_MACaddress.txt is found, it is used to provide configuration files and configuration parameters for the phone. If shore_MACaddress.txt is not found, the phone uses the “coded-model-name.txt” file for configuration. The format of a configuration file is: Parameter1 Parameter2 Value Value where the parameter and value are separated by one or more spaces or tabs, and each parameter is on a new line of the text file (CR/LF is the nominal new line indicator). The maximum permitted size of any configuration file is 5000 bytes. Comments may be embedded in a configuration file by starting the line for the comment with a “#”. Additional configuration files may be included in the file by using the parameter Include where its value is the name of the file (and optionally a path) to include. All include parameters should be located in the original file downloaded from the FTP server. Includes must be located at the end of the main configuration file. The maximum number of included files is 5. The most commonly customized configuration parameters are audio levels, described in Section 6.4.2.1 on page 119. All other customizable phone configuration parameters are described in Section 6.4.3 on page 123. 6.4.2.1 Configuring Audio Levels Four sets of audio levels can be custom configured for each phone: ShoreTel 12.2 • handset • headset • ringer • speaker 119 Maintenance Guide Chapter 6: IP Endpoints Table 6-6 lists the default values for the audio levels for all phones except the 560G. For more information on the parameters, see Parameter Definitions on page 122. Table 6-6 Default Values for All Phones (Except 560G) Parameter HandsetLevels HeadsetLevels RingerLevels SpeakerLevels TxGain 5157 6144 — 8192 * RxGain1 183 183 130 258 RxGain2 258 258 258 410 RxGain3 365 365 410 649 RxGain4 516 516 649 1029 RxGain5 728 728 1029 1631 RxGain6 1029 1029 1631 2584 RxGain7 1631 1631 2584 4096 RxGain8 2303 2303 4096 6492 RxGain9 3254 3254 6492 10289 RxGain10 4596 4596 10284 16306 SideTone 460 460 — — Handset DTMF Attenuation 13 13 — 13 Call Progress Tone Attenuation 13 13 — 13 * If RxGain1 is set to 0, the audio is turned off (the phone does not ring). The default values for the 560G are slightly different. Not only that, the default values for the audio levels for 560G phones depend on whether the 560G phones are using Release 3.0.0 or Release 3.0.1. To check which release your phone is using, press the Mute button while the phone is onhook. Then, dial I-N-F-O on the keypad and press #. Continue pressing # to scroll through the information until you arrive at the Application File Name. If the name is s6gap_03_00_00.ebin, your phone is using release 3.0.0. If the name is s6gap_03_00_01.ebin, your phone is using release 3.0.1. 120 Chapter 6: IP Endpoints Maintenance Guide Table 6-7 lists the default values for the audio levels for 560G phones using Release 3.0.0. For more information on the parameters, see Parameter Definitions on page 122. Table 6-7 Default Values for 560G Phones Using Release 3.0.0 Parameter HandsetLevels HeadsetLevels RingerLevels SpeakerLevels TxGain 4096 5157 — 8192 * RxGain1 183 183 205 258 RxGain2 258 258 290 410 RxGain3 365 365 410 649 RxGain4 516 516 579 1029 RxGain5 728 728 817 1631 RxGain6 1029 1029 1154 2584 RxGain7 1631 1631 1631 4096 RxGain8 2303 2303 2303 6492 RxGain9 3254 3254 3254 10289 RxGain10 4596 4596 4596 16306 SideTone 344 430 — — Handset DTMF Attenuation 13 13 — 17 Call Progress Tone Attenuation 13 13 — 17 * If RxGain1 is set to 0, the audio is turned off (the phone does not ring). Table 6-8 lists the default values for the audio levels for 560G phones using Release 3.0.1 For more information on the parameters, see Parameter Definitions on page 122. Table 6-8 Default Values for 560G Phones Using Release 3.0.1 Parameter HandsetLevels HeadsetLevels RingerLevels SpeakerLevels TxGain 4096 5157 — 8192 RxGain1 183 92 205* 258 RxGain2 258 129 290 410 RxGain3 365 183 410 649 RxGain4 516 258 579 1029 RxGain5 728 364 817 1631 RxGain6 1029 515 1154 2584 RxGain7 1631 816 1631 4096 RxGain8 2303 1152 2303 6492 RxGain9 3254 1627 3254 10289 RxGain10 4596 2298 4596 16306 SideTone 344 430 — — Handset DTMF Attenuation 13 13 — 17 Call Progress Tone Attenuation 13 13 — 17 * If RxGain1 is set to 0, the audio is turned off (the phone does not ring). ShoreTel 12.2 121 Maintenance Guide Chapter 6: IP Endpoints Parameter Definitions The “TxGain” (transmit gain) parameter sets the level of the audio transmitted from the phone onto the network. The “RxGain” (receive gain) values correspond to each of the 10 volume setting levels shown when the volume on the phone is adjusted. Sometimes, the RxGains are not high enough and need to be customized for an individual system. “SideTone” is the audio picked up from the microphone and transmitted to the speaker (speakerphone, handset or headset speaker) that provides feedback to the user that the phone is working. SideTone gain is very subjective, and is sometimes lowered and sometimes raised. DTMF (dual-tone multi-frequency) Attenuation sets the receive DTMF level that the phone user hears. Call Progress Tone Attenuation sets the level for the various tones played after a call is placed and before audio is connected. The Plantronics CS50 wireless headset provides its own side tone, plus inserts 20 ms delay between the headset and the phone, which causes some people to say they hear echo when using the Plantronics headset, and in this case headset side tone may need to be reduced. When you speak, Plantronics does reduce the gain on the speaker by -24dB; but when you stop speaking, the gain is turned up, and you can hear the last little bit echoed in your ear. For example, inserting the following line in "s2custom.txt" or "s6custom.txt" and rebooting the phone increases the headset volume settings 11 dB at the highest setting, which may be required in noisy environments: HeadsetLevels 6144,183,258,409,649,1028,1630,2899,6491,10288,14333,917,13,13 Inserting the following line reduces the headset side tone by 6 dB, which some CS50 users prefer: HeadsetLevels 6144,183,258,365,516,728,1029,1631,2303,3254,4596,459,13,13 Minimum gain values are 0 and maximum are 32536. Setting values very high may saturate the speaker and create poor sound quality. You can change gains on an individual phone by changing the configuration files and then rebooting the phone. Eventually, all phones on the system obtain these values when they reboot. 122 Chapter 6: IP Endpoints 6.4.2.2 Maintenance Guide Displaying Gain Levels The prtleveltabs command can be used from telnet to display the RxGain (receive gain) levels for a device. For example, running the prtleveltabs command on an IP 230 phone yields the following output for the device: Table 6-9 6.4.3 IP 230 Receive Gain Levels Parameter Ringer Volume Speaker Volume Handset Volume Headset Volume RxGain1 130 258 183 183 RxGain2 258 410 258 258 RxGain3 410 649 365 365 RxGain4 649 1029 516 516 RxGain5 1029 1631 728 728 RxGain6 1631 2584 1029 1029 RxGain7 2584 4096 1631 1631 RxGain8 4096 6492 2303 2303 RxGain9 6492 10289 3254 3254 RxGain10 10289 16306 4596 4596 Other Customizable Parameters In addition to changing the audio parameters, the custom configuration text files allow you to customize other parameters, such as day of week abbreviations used in time displays, use (on/off) of port 5004 for RTP traffic, and more. WARNING The tables in the following section contain detailed information that can be used to modify the behavior and functionality of your ShoreTel system. Make sure you know what you are doing before attempting to use this information to modify your system. ShoreTel is not responsible for any damage or expenses incurred through misuse of this information. If you have any questions, contact ShoreTel technical support services before attempting to modify your system. The phones support the following parameters. IP addresses from the keypad must be provided in dotted-decimal format. Cases are preserved in character strings unless otherwise indicated. Parameter checking is performed on all parameters to look for illegal values. Illegal values are ignored. White space within a parameter is ignored. The file names used for AppName, BootName, and FontPixmap, IconPixmap, WallpaperPixmap and in Include parameters may also include a path to the file. Upper and lower case characters are ignored except when specified in the path or file name for these parameters to preserve operation with case-sensitive FTP servers. For the purpose of comparing the file in flash and the value on the server, only the file name and date are used. ShoreTel 12.2 123 Maintenance Guide Chapter 6: IP Endpoints These abbreviations are used to identify the source of each parameter in the “Source” column in Table 6-10. Table 6-10 6.4.4 Source File Abbreviations Source Abbreviation in Table DHCP ACK DHCP DHCP Site Specific Option SSON Configuration File CFG Manual Entry Using SETUP MAN MGCP Message MGCP DHCP Site Specific Options Parameters may be set from within a DHCP ACK message in the site specific option field (default is 156, but it may be modified with the SiteOption parameter). These parameters may be specified in the site specific option field: FtpServers, Country, Language, Layer2Tagging, VlanId Enclose each parameter in quotes, and separate multiple parameters with a comma. For example: FtpServers=”192.168.0.13, 192.168.0.23”, Country=1, Language=1, SetupPassword=”12345abcde12345abcde12345abcde12” Table 6-11 lists and describes the parameters. Table 6-11 Phone Configuration Parameters Parameter Value Type Value Source Default 5004Enable Up to 1 ASCII This enables or disables the special Shoretel use of character port 5004 for RTP traffic. 0=Disable 1=Enable AppName Up to 32 This is the name of the application image that is in the CFG alphanumeric telephone. The application file name can be at most characters 24 characters long. The combination of filename and path can be up to 32 characters long. A new application name is specified in a configuration file and is checked against the NV value to decide if a new version needs to be downloaded. The NV value is updated after a successful download and flash programming sequence. Value from factory in NV Storage BackLight Up to 4 ASCII Number of minutes the backlight remains on at full characters brightness when the phone is idle. 5 CFG, MGCP 1 CFG Also, Backlight NN, where NN is a number 0-60. 0= n/a. 1-60 = number of minutes after which display is shut off BackLightDim 124 Up to 4 ASCII Number of additional minutes the backlight remains CFG characters on at a DIM level after the BackLight interval passed since an idle state was entered. Only applicable to the S6C and S36. A value of 0 causes the backlight to remain at the dim level indefinitely. 120 Chapter 6: IP Endpoints Table 6-11 Maintenance Guide Phone Configuration Parameters Parameter Value Type BootName Value Source Default Up to 32 This is the name of the boot image that is in the alphanumeric telephone. The boot file name can be at most 24 characters characters long. The combination of filename and path can be up to 32 characters long. A new boot name is specified in a configuration file and is checked against the NV value to decide if a new version needs to be downloaded. The NV value is updated after a successful download and flash programming sequence. CFG Value from factory in NV Storage Country Up to 3 ASCII This parameter specifies the Country that is used by Characters the Include parameter to identify a particular file to include. May be between 1 and 255. SSON, CFG, 1 MAN DaysOfWeek Up to 64 ASCII Characters Comma separated list of the day of week abbreviations CFG used by the IP210 phone to display the time. First day is Sunday. Sun,Mon,Tue, Wed,Thu,Fri,Sat DHCP 1 ASCII Characters DHCP enable/disable MAN 1 0=Disabled 1=Enabled DscpAudio Up to 2 ASCII Differentiated services code point for audio packets. characters Allowed values of 0 to 63. CDG 0 DscpSignaling Up to 2 ASCII Differentiated services code point for audio packets. characters Allowed values of 0 to 63. CFG 0 DtmfLevels Up to 3 ASCII This specifies the DTMF level in dB of in-band tones CFG Characters sent from the phone to the network. The allowed values are -1 to -20. These are attenuation levels in dB, so -1 is louder than -20. -10 Ethernet1 Up to 10 ASCII Character 1,Auto Status of the 1st Ethernet Interface. CFG,MAN Ethernet2 Status, Speed/Duplex Where: Status is 0 or 1 (disabled or enabled) Speed/Duplex is one of the following: • Auto • 10/FD • 10/HD • 100/FD • 100/HD • 1000/HD • 1000/FD ShoreTel 12.2 125 Maintenance Guide Table 6-11 Parameter Ethernet2 Chapter 6: IP Endpoints Phone Configuration Parameters Value Type Up to 10 ASCII Character Value Status of the 2 nd Ethernet Interface. Source Default CFG, MAN 1,Auto Ethernet2 Status, Speed/Duplex Where: Status is 0 or 1 (disabled or enabled) Speed/Duplex is one of the following: • Auto • 10/FD • 10/HD • 100/FD • 100/HD • 1000/HD • 1000/FD FontPixmap Up to 32 ASCII Character Name of the .bmp format file that contains the font CFG pixmap. It is downloaded from the FTP server on boot. Format is windows .bmp 16 color except on the S6c where it is 256 colors. "fontpixmap.bmp " Font2Pixmap Up to 32 ASCII Character Name of the .bmp format file that contains the large font pixmap used by the U/dlt2 signal. It is downloaded from the FTP server on boot. Format is windows .bmp 16 color except on the S6c where it is 256 colors. CFG "font2pixmap.bm p" FtpServers Up to 255 ASCII Characters A comma separated list of up to 2 FTP servers. If a server is unavailable the phone goes through the list until a working server is found. DHCP, MAN 0.0.0.0 GatewayAddress Dotted Decimal ASCII Gateway address for the telephone. DHCP, MAN 0.0.0.0 GreyLevels Up to 3 ASCII Grey level setting for the middle grey levels on the Characters IP530 and IP560 only. CFG 1,1 Low middle grey level may have the values: 0=1/4 1=1/3 2=1/2 High middle grey level may have the values: 0=1/2 1=2/3 2=3/4 Example; 1,2 IcmpArpTimeout Up to 5 ASCII Number of seconds before routing table entries CFG Characters created by ICMP redirects are timed out of the routing table. 0 If 0, then they never time out. IconPixmap 126 Up to 32 ASCII characters Name of the .bmp format file that contains the icon pixmap. It is downloaded from the FTP server on boot. Format is windows .bmp 16 color. CFG "iconpixmap.bmp " Chapter 6: IP Endpoints Table 6-11 Maintenance Guide Phone Configuration Parameters Parameter Value Type Value Source Include Up to 64 ASCII Characters The file name that is specified is read and its contents CFG included into the master configuration file. Files may be specified completely, or may include the variables $Hardware, $Country or $Language. The value of the Hardware Version (programmed into flash at the factory e.g. K01M01P01L01), Country or Language Parameter is substituted for $Hardware, $Country or $Language when the file name is created. For example: Default “” Include “Country_$Country.txt” with the Country parameter set to 3 loads in the file “Country_3.txt” This permits parameters to be specified based on the Country and Language parameter values. IP address to be used by the telephone. DHCP, MAN 0.0.0.0 IPAddress Dotted Decimal ASCII KeepAlive Up to 3 ASCII Number of seconds to wait for an audit endpoint CFG Characters command before initiating the IP phone failover. If set to zero, recovery procedures are never started. Language Up to 3 ASCII This parameter specifies the Language that is used by Characters the Include parameter to identify a particular file to include. May be between 1 and 255. SSON, CFG, 1 MAN Layer2Audio 1 ASCII character Layer 2 audio priority values from 0 to 7. CFG Layer2Tagging 1 ASCII character 802.1Q tagging enable on Port 1 SSON, CFG, 0 MAN 120 Valid range is 0 to 999 seconds. 0=Disable 5 1=Enable Layer2Signaling 1 ASCII character Layer 2 signaling priority values from 0 to 7. CFG MaxJitter Up to 4 ASCII The maximum value that the jitter buffer may be CFG characters allowed to grow. Valid values are 10 to 300 mS in 1 mS steps. MgcAuthenticate Up to 1 ASCII If enabled, then only authenticated MGC messages are CFG Character accepted by the phone. 0 50 0 0=disable, 1=enable MgcServers Up to 64 ASCII Characters Comma separated list of up to 2 MGC Servers. Must be in dotted decimal format. SSON, CFG, 0.0.0.0 MAN Example: 192.168.0.1, 192.168.0.2 MonthsOfYear ShoreTel 12.2 Up to 64 ASCII Characters Comma separated list of the months of the year abbreviations used by the phone to display the time. First month is January. CFG Jan,Feb,Mar,Apr, May,Jun,Jul,Aug, Sep,Oct,Nov,Dec 127 Maintenance Guide Table 6-11 Chapter 6: IP Endpoints Phone Configuration Parameters Parameter Value Type Value Source NoSvc Up to 64ASCII Characters String displayed when phone service is lost. CFG Characters in this string must be specified using UTF8. “No Service” OffHook Up to 24 ASCII Characters String displayed when phone is offhook on the IP210. CFG Characters in this string must be specified using UTF8. “Offhook” PersistantEvents Up to 255 ASCII Characters Comma separated list of persistent events. Example: “” L/hu,L/hd, U/kd,U/ku ReqSvc Up to 64 ASCII Characters String that is displayed as the phone is waiting for CFG service from the switch. Characters in this string must be specified using UTF-8. “Requesting Service” RingDefine Up to 64 ASCII Characters See the document "Custom Rings and Tones V4" for a CFG definition of permissible values. “” RingMap Up to 64 ASCII Characters See the document "Custom Rings and Tones V4" for a CFG definition of permissible values. “” RtpBase Up to 5 ASCII This is the base port from which the phone transmits characters and receives media. CFG Default CFG 3000 MGCP 1234 156 The valid range is an even number from 3000 to 65408. 65408 is the highest even 16 bit number that allows enough headroom for the 64 RTP and 64 RTCP ports that are reserved when you establish an RTP base value. Given an RTP base, the phone should use the next 64 consecutive even numbers for RTP ports. If within that range an existing (reserved) odd or even UDP port number is used, the phone should skip over an even/odd pair to the next even number. So, for example, if the user set rtpBase to 5550, then 5550, 5552, 5556, 5558, etc., is used In this example, 5554 is skipped because 5555 is a reserved port used by the phonectl server (actually, 5554 is also used and also provides a reason for skipping over 5554). If an odd number is specified, the phone should use the next lowest even number if it fits the above limitations. SetupPassword 32 ASCII Characters SiteOption Up to 3 ASCII Site-specific option number used by DHCP between Characters 128 and 254. CFG SntpServer Dotted Decimal ASCII DHCP, CFG, 0.0.0.0 MAN 128 This is the MD5 hash of the password that must be entered after the mute button is pushed to enter a manual key command. Note that this password must be saved in flash after a value is received from the MGC so it can be enforced on subsequent reboots. It is not cleared by the CLEAR command nor the clear step in the SETUP command. SNTP server address in dotted decimal format. Chapter 6: IP Endpoints Table 6-11 Maintenance Guide Phone Configuration Parameters Parameter Value Type Value Source Default SpeakerLevels Up to 255 ASCII Characters Set the audio levels of the speakerphone using a comma separated list of the following settings. The default values in decimal are listed next to the name for clarity. CFG See Description TxGain 4096 RxGain1 258 RxGain2 410 RxGain3 649 RxGain4 1029 RxGain5 1631 RxGain6 2584 RxGain7 4096 RxGain8 6492 RxGain9 10289 RxGain10 16306 Speaker DTMF Attenuation 13 Call Progress Tone Attenuation 13 SubNetMask Dotted Decimal ASCII Network Mask for the telephone. On boot, the phone DHCP, MAN 0.0.0.0 checks for a non-zero NV value, and if one is present it is used. SysLogInfo Up to 32 ASCII Characters IP Address, module, verbose level, facility code, and CFG output device of the SysLog function. The port number may be optionally identified and appended to the IP address. The default of 514 is used if no port is specified. 0.0.0.0,0,0,0,0 The module is a 32-bit integer where each bit refers to the debug enable/disable status from a specific software module. Bit assignments are defined in “Configuring Syslog Functionality for the ShoreTel IP Phones.” The verbose level indicates the level of information that is printed. Levels are 0 to 7. Facility code is the syslog facility code. The output devices are 0= serial port, 1=syslog server. Example: 192.168.0.3:514, 279,33,1 ToneDefine Up to 64 ASCII Characters See the document "Custom Rings and Tones V4" for a CFG definition of permissible values. “” ToneMap Up to 64 ASCII Characters See the document "Custom Rings and Tones V4" for a CFG definition of permissible values. “” TouchBeep 0 or 1 If enabled, the phone plays a beep when the touch screen is touched for user feedback. CFG 0 Version Up to 16 ASCII Characters This parameter specifies the version identifier of the configuration file. It is then reported via the Mgc/gi signal request. CFG “” ShoreTel 12.2 129 Maintenance Guide Table 6-11 Chapter 6: IP Endpoints Phone Configuration Parameters Parameter Value Type Value VlanId Up to 9 ASCII VLAN ID to be used on tagged packets from the Characters phone. Source Default SSON, CFG, 0 MAN Example: 1234 WallpaperPixmap Up to 32 ASCII Characters Name of the .bmp format file that contains the wallpaper pixmap. It is downloaded from the FTP server on boot. Format is windows .bmp 16 color. CFG "wallpaperpixmap .bmp" WallPaper2Pixma Up to 32 p ASCII Characters Name of the .bmp format file that contains the user CFG pixmap. It is downloaded from the FTP server on boot and when an Mgt/ "wallpaper2pixma p.bmp" WaveRinger1 Used to assign one wave file to any of the ring signals. CFG The first value is the signal, and the second value is the location of the file on the FTP server. Example: “” Up to 64 ASCII Characters L/rg WaveRinger2 Up to 64 ASCII Characters Used to assign one wave file to any of the ring signals. CFG The first value is the signal, and the second value is the location of the file on the FTP server. Example: “” L/rg 192.168.0.20/audio/dave.wav 6.4.4.1 Local Keypad Procedures The phone supports the use of the keypad on the telephone to perform these procedures whenever it is inactive (handset and speaker inactive) or during the boot sequence before DHCP completes. If DHCP is turned off and manual settings are being used, the set should display the text "Password=?" and "Speaker= #=OK *=." for at least 1 second. The string assigned to SetupPassword (by the MGC server or the default) must be provided to access the SETUP command. All other commands are accessible without a password. While the "Password?" prompt is displayed during the boot sequence the user may enter the muteINFO# (mute4636#) sequence to enter the local INFO command. When the INFO command is exited, the phone again displays the "Password" prompt and continues boot operations. The SetupPassword is sent by the MGC in hashed MD5 format. The telephone compares the MD5 hash of the password the user entered with this value to determine if the correct password is entered. On the IP phones, “Line 1” and “Line 2” in Table 6-12 refer to the top and bottom lines of the display. On newer models that support the programmable buttons feature, adapt the display of these positions to suit the capabilities of the LCD in use. The IP110 and 115 models are slightly different from the other models in that they have one line for displaying information. Thus, the “Line 1” information is scrolled across the LCD display and is followed by the more detailed “Line 2” information. (See Table 6-12 for clarification.) The IP212k model includes a narrow LCD display. Thus, the “Line 1” and “Line 2” information cannot fit on one line (as is possible with the other phones). Instead, the text must be wrapped around to appear on as many as 4 lines, for long strings. If at any time during normal operation these sequences are entered, the operational display state is maintained while these commands are displayed, and the display is returned to the current state after the commands are finished (unless they require a restart). While the phone is in any of these local key procedures, it returns an error code "501" indicating it is not ready, in response to any MGCP command received. 130 Chapter 6: IP Endpoints Maintenance Guide Because there is not a mute key on the IP110 phone, use the transfer key on IP110 instead of mute in the following access sequences. Table 6-12 Local Command Interface Access Sequence Mnemonic Procedure Description Mute 4636# INFO Display the following information sequentially on the top and bottom lines of the display. All data is retrieved from the currently active configuration. Use * to exit and # to go to the next item. Phone returns to normal operation after the last screen. Line 1 IP Address Static/Dynamic Subnet Mask Gateway Link Speed FTP Server MGC Server SNTP Server Tagging On/Off Application File Boot File Config File Date App Version Boot Version Country Language Model Number MAC Address Serial Number Hardware Version Mute 73887 # SETUP Line 2 aaa.bbb.ccc.ddd aaa.bbb.ccc.ddd aaa.bbb.ccc.ddd E1:A/1000/FDE2:M/1000/HD aaa.bbb.ccc.ddd aaa.bbb.ccc.ddd aaa.bbb.ccc.ddd VLAN ID=xxxx name name mm/dd/yy hh:mm:ss a/p Build date Build date # # # addr # # After the mute sequence is provided, if SetupPassword is not null, then prompt for the proper password ending in #. Do not display password digits as they are entered but use *. If a match, then prompt to “Clear All Values?”. If no, then prompt for DHCP On/Off. If DHCP is on skip over the prompts for IP Address, Subnet Mask, and gateway. Then prompt for FTP Server, MGC Server, SNTP Server, Tagging On/Off, VLAN ID, Ethernet1, Ethernet2, Country, and Language. Save to NV storage if values are modified. If “Clear all Values?” is answered with yes, in addition to returning settings to the state, any cached DHCP values including the IP address are cleared. If a value was never configured using SETUP, it is displayed when its prompt is displayed. Otherwise, the value stored in flash is displayed. The only exception is the DHCP value which defaults and clears to the ON state. Setup value may be returned to the state by: • Answering yes to the “Clear All Values?” query • The factory CLEAR command (only executable from the serial port). All values are when the phone is new. Perform this error checking on IP address entries during setup: • Only 0-9, * and # are accepted • Leading zeroes are ignored • Values outside 0-255 are ignored. If 2 digits are input, a 3rd digit that makes the value >255 is ignored. So, upon entering 654, the 4 is ignored. • Multiple “.” Inputs are ignored • If no entry is provided before “.” is entered, a 0 is automatically inserted. Mute73738# ShoreTel 12.2 RESET Display this warning before resetting the phone. On the top line “Reset Phone?” and on the bottom line “*=no #=yes”. 131 Maintenance Guide Chapter 6: IP Endpoints Table 6-12 Local Command Interface Access Sequence Mnemonic Procedure Description Mute7464# PING The phone prompts for an IP address and then ping that IP address 5 times and report the result after 10 seconds. Mute25327# CLEAR A shortcut for enabling DHCP. Doesn’t do anything else and is not password protected (only SETUP is). This command is present in the event someone hijacks the phone using the SETUP command. CLEAR allows it to be brought under DHCP control without knowing the password. 6.4.4.2 Parameter Precedence The active configuration of parameters used by the phone use the following order of precedence sources for all parameters: 1. Config file 2. DHCP (if active) 3. Setup Command 4. Defaults In other words, config parameters have precedence over DHCP over Setup over Defaults. Not all parameter sources may be supported for every parameter. Table 6-11 on page 124 indicates which sources are allowed for each parameter. To fully manually configure a phone simply turn off DHCP, then use the Setup command but be sure not to specify an FTP server that might download a config file and overwrite your manual settings. 6.4.5 PhoneCTL Command Line Tool PhoneCTL is a command line tool used to configure and diagnose ShoreTel IP phones. PhoneCTL commands can be run from the Windows command prompt. Syntax for PhoneCTL commands can be obtained by typing phonectl at the prompt and pressing Enter. There are several categories of commands available, including: • Configuring syslog functionality for the IP phones — — — — — • Retrieving information and statistics about phone connections — — — — 132 setLogLevel setServerIP setOutputDev dump2pc showLogLevel showConnInfo showStats showTime version Chapter 6: IP Endpoints • Maintenance Guide Troubleshooting data transfer issues between the phone and the syslog server — — — — — — — — ifShow arpShow inetstatShow ipstatShow udpstatShow tcpstatShow hostShow routeShow All commands are case-insensitive. After the phonectl command, the user is prompted to enter a password. After the user enters the correct password, the device permits access to executables that configure or diagnose the respective device. CLI passwords are configurable only through Director. The default password is ShoreTel. 6.4.5.1 Configuring Syslog Functionality for the ShoreTel IP Phones Several commands are used to set up syslog functionality. These must be run before any logging messages can be received. The commands are as follows: setLogLevel The setLogLevel command (Table 6-13) sets the logging severity level. ShoreTel 12.2 133 Maintenance Guide Chapter 6: IP Endpoints A log level remains in effect until a new setLogLevel command is issued. Table 6-13 setLogLevel Command Usage Prompt:\phonectl -setLogLevel [moduleID] [level] [destIP] Example Prompt:\phonectl -setLogLevel 3 7 192.168.0.170 Parameters moduleID is the ID number of the specific IP phone software modules the logging level is being set for. It is a 32-bit integer. Values must be 0—655335. Each bit in the integer enables or disables a specific module. Any module bit that is not set is not logged. Hexadecimal values for ShoreTel phone software modules include: 0x1Call Processing (MGCC) 0x2Config File Processing (MCFGP) 0x4User Storage (MUSTG) 0x8Network Configuration (MNETC) 0x10User Interface (MELUI) 0x20Display Driver (MDIS) 0x40Provisioning (MPROV) 0x80Task Maintenance (MAINT) The number used in the parameter is the decimal equivalent of the sum of the hex values for all modules that are to be logged. For example, to turn on only the user interface module, enter 16 in the [moduleID] parameter (which is the decimal value of 0x10). To turn on call processing and config file process, enter 3 in the [moduleID] parameter (which is 0x1 + 0x2 in decimal). This is the value shown in the example command shown above. To turn on all modules, enter 255 (which is 0x1 + -x2 + 0x4 + 0x8 + 0x10 + 0x20 + 0x40 = 0x80). level sets the severity level to be logged. Values are 0—7, where zero is the most verbose. Levels are defined as follows: 0Emergency 1Alert 2Critical 3Error 4Warning 5Notice 6Informational 7Debug (This is the value set in the example shown above.) destIP is the IP address of the destination IP phone the command is sent to. setServerIP The setServerIP command (Table 6-14) sets the server’s IP address and points to the location where messages are to be logged. Table 6-14 setServerIP command Usage Prompt:\phonectl -setServerIP [newServerIP] [destIP] Example Prompt:\phonectl -setServerIP 192.168.0.3 192.168.0.170 Parameters newServerIP is the address of the computer running the syslog server application. destIP is the IP address of the destination IP phone to which the command is sent. 134 Chapter 6: IP Endpoints Maintenance Guide setOutputDev The setOutputDev command (Table 6-15) sets the output device to which the syslog messages are sent. The devise may be either a serial port or the syslog server. Table 6-15 setOutputDev command Usage Prompt:\phonectl -setOutputDev [devID] [destIP] Example Prompt:\phonectl -setOutputDev 0 192.168.0.170 Parameters devID is set to zero if the device is a serial port or one for the syslog server. destIP is the IP address of the destination IP phone to which the command is sent. 6.4.5.2 Retrieving Information about the IP Phone dump2pc The dump2pc command (Table 6-16) is used to retrieve the syslog messages from the ShoreTel IP phone’s buffer. The results are printed to the command line. Table 6-16 dump2pc Usage Prompt:\phonectl -dump2pc [destIP] Example Prompt:\phonectl -dump2pc 192.168.0.170 Parameters destIP is the IP address of the destination IP phone to which the command is sent. showLogLevel The showLogLevel command (Table 6-17) prints the log level of each module for which logging is active. Information is printed to the command line. Table 6-17 showLogLevel command Usage Prompt:\phonectl -showLogLevel [moduleNum] [destIP] Example Prompt:\phonectl -showLogLevel 4 192.168.0.170 Parameters moduleNum is the IP address of the destination IP phone the command is sent to. destIP is the IP address of the destination IP phone the command is sent to. You retrieve the log level settings for this phone. showConnInfo The showConnInfo command (Table 6-18) shows information about connections created by MGCP_create messages. Table 6-18 showConnInfo command Usage Prompt:\phonectl -showConnInfo [destIP] Example Prompt:\phonectl -showConnInfo 192.168.0.170 Parameters destIP is the IP address of the destination IP phone the command is sent to. ShoreTel 12.2 135 Maintenance Guide Chapter 6: IP Endpoints showStats The showStats command (Table 6-19) shows information about connections created by MGCP_create messages. Table 6-19 showStats command Usage Prompt:\phonectl -showStats [cxid] [destIP] Example Prompt:\phonectl -showStats 5 192.168.0.170 Parameters cxid is the ID number of a specific connection. The value can be discovered by reading the value returned by the showConnInfo command. destIP is the IP address of the destination IP phone the command is sent to. showTime The showTime command (Table 6-20) prints the time of day on the command line for the destination IP phone. Table 6-20 showTime command Usage Prompt:\phonectl -showTime [destIP] Example Prompt:\phonectl -showTime 192.168.0.170 Parameters destIP is the IP address of the destination IP phone the command is sent to. version The version command (Table 6-21) prints the version of the PhoneCTL software. Table 6-21 6.5 version command Usage Prompt:\phonectl -version Example Prompt:\phonectl -version ShoreTel Converged Conference Bridges The ShoreTel system interfaces with the ShoreTel Converged Conference Bridge using IP phone ports to facilitate call control and media between the two systems. To the ShoreTel system, the ShoreTel Conference Bridge is 12, 24, 48, or 96 IP phones. The ShoreTel system requirements are the same for both conference bridges and IP phones. The conference bridge uses MGCP to set up and tear down media streams between the ShoreTel system and the bridge. The conference bridge uses the G.711 codec for all conference calls. The bridge must have one IP address statically assigned for each port supported by the bridge and one IP address for management and configuration access. These ports appear in the system as consecutively addressed IP phones. The conference bridge IP ports are consecutive IP phone ports and are listed on ShoreTel Director’s IP Phone List page. For more information, see the ShoreTel Administration Guide. The conference bridge is assigned one number for users to dial into the bridge. Each port of the conference bridge is configured as a “user” in the system with an extension. Calls to the bridge are routed either by the call handling settings of the conference bridge ports (users) or by the ACD feature of a Workgroup. 136 Chapter 6: IP Endpoints Maintenance Guide Incorrectly configured call handling can make conference bridge ports unavailable for calls. For reliability, ShoreTel recommends using call handling since it is switch dependant whereas Workgroup call handling is server dependant. For more information, see the ShoreTel Converged Conference Solution Administration Guide. 6.5.1 SoftPhone The ShoreTel SoftPhone can be launched through Communicator. SoftPhone does not support NAT or firewall transversal. Problems with the Headquarters server or network connectivity can prevent the soFTPhone from being loaded. From a configuration and management standpoint, the SoftPhone appears to be an IP phone with some limitations. User have access to the DTMF keys (0-9, #, *), on hook, off hook, and flash. The SoftPhone user interface does not have a display, so it does not interact with IPDS. Just like an IP phone, the SoftPhone uses MGCP for call setup and teardown, and RTP for media. IP phones are uniquely identified by their MAC address. In most cases the SoftPhone is identified by the NIC of the user PC. If a SoftPhone is installed on a PC without a NIC, the SoftPhone generates a fake MAC address that is still unique. The SoftPhone page contains an ActiveX control that implements the VoIP media support. Because it requires an ActiveX control, the SoftPhone only works on PCs with Internet Explorer and Microsoft Windows. The ActiveX object attempts to reach the switch call manager configured in ShoreTel Director. If the switch call manager is successfully contacted, the SoftPhone buttons are enabled. When the switch call manager is contacted, ShoreTel Director detects that a new IP phone is being registered. Depending on licensing and IP phone port availability, a new port is automatically created in the configuration database. The SoftPhone then appears in the Individual IP Phones list in ShoreTel Director. In some situations, Communicator waits for several seconds for a corresponding IP phone port to appear in the configuration database. If this times out, a warning message is displayed in the SoftPhone status bar. When Communicator is closed, the operation is reversed to return the user to his or her home port 6.6 Dial Tone Behavior The following section discusses the dial tone behavior for various call operations. 6.6.1 Transfer When a user is on a call and hits the transfer button, the phone remains off-hook and plays a dial tone. When the user completes the blind or consultative transfer while on the speakerphone or headset, the phone automatically goes on-hook. Only if a user is on the handset does the phone stay off-hook and play a dial tone. A user using hands-free mode with speaker or headset goes on-hook without a dial tone. ShoreTel 12.2 137 Maintenance Guide 6.6.2 Chapter 6: IP Endpoints Park When a user is on a call and hits the park button, the phone remains off-hook and plays a dial tone. When a user parks a call while on the speakerphone or headset, the phone automatically goes on-hook. The phone plays dial tone only if the user is on the handset. When using hands-free mode with the speaker or headset, the phone goes on-hook without a dial tone. 6.6.3 Hold (multi-line IP phones: 212k/230/530/560/560g/565/ 655) When a user on a multi-line IP phone places a call on hold while on the speakerphone or headset, the phone goes on-hook. If the user is on the handset, the phone plays a dial tone. A user using hands-free mode with speaker or headset goes on-hook without a dial tone. 6.6.4 • To retrieve the call, go off-hook by lifting the handset, pushing the speaker button, pushing the headset button, or pushing the call appearance. • To answer a second incoming call, press the second call appearance. • To retrieve a second held call, press the second call appearance. Hold (single-line IP phones: 110/115/210) When a user on a single-line IP phone places a call on hold while on the speakerphone or handset, the phone remains off-hook and plays a dial tone. To retrieve a call, the user can go off-hook by lifting the handset and pushing the speaker button. A user using hands-free mode with speaker or headset goes on-hook without a dial tone. 138 C H A P T E R 7 Service Appliance 100 (SA-100) 7.1 Overview The Service Appliance 100 (SA-100) is a sealed appliance, optimized for resiliency and security, capable of running ShoreTel services. The SA-100 can host the Audio Conferencing, the Web Conferencing and the Instant Messaging services. SA-100 appliances are deployed in the same manner as other ShoreTel Voice Switches and managed similarly to the voicemail model switches. Director windows configure conference settings and provide status for the SA-100. Network setting are configured using a serial cable or the SA-100's switch command line interface (stcli). The management of the services running on the SA-100 switch is done via the Service Manager command line interface (svccli). The stcli and svccli are accessible directly via a serial cable or remotely via SSH. This chapter describes the processes and procedures necessary to back up and restore your SA-100, locate key log files, and produce the logs. The end of the chapter includes various switch commands and utilities useful for monitoring and troubleshooting the SA-100. As the architecture is similar to the voicemail model switches, many of the commands are the same or very similar to those documented in the Chapter 5, Voicemail Model Switches. 7.2 SA-100 Maintenance A few key tasks are required to maintain the SA-100 (Table 7-1). Table 7-1 7.2.1 SA-100 Maintenance Tasks Task Description Backup Perform regular automatic backups of your SA-100 to protect conference data, generated recordings and uploaded user content Restore Restore your SA-100 to a working condition based on a saved backup of both the SA100 and the HQ database. Coordinate the restore of the SA-100 with the restore of the HQ database. Disk Management Watch disk utilization to avoid running out of disk space SA-100 Backup Note: Install the SA-100 on the same network as the FTP backup server to avoid bandwidth issues. The SA-100 can generate more than 1GB of data files per day and easily have more than 100GB stored internally. The SA-100 uses the same backup and restore methods as the voicemail model switches. Backup scheduling and configuration is performed in ShoreWare Director. The manual backup and restore commands are executed on the SA-100 using the Service Manager command line interface (svccli). ShoreTel 12.2 139 Maintenance Guide Chapter 7: Service Appliance 100 (SA-100) Back up your system to protect the conference data, generated recordings, and user files uploaded to the SA-100. The intended use of the backup and restore procedures is to restore files in case of hardware or software failure on an appliance. This feature is NOT meant as a method of archiving or as a method for retrieving accidentally deleted files. There are two methods for backing up the SA-100: automatic scheduled backup and manual backup. 7.2.1.1 Automatic Backup Automatic backup is performed by the ShoreTel system after the system administrator configures the backup parameters in ShoreTel Director. Figure 7-1 shows the proper configuration for the automatic backup of the SA-100. Table 7-2 lists and describes the parameters. Figure 7-1 140 FTP Server Configuration Parameters Chapter 7: Service Appliance 100 (SA-100) Table 7-2 Maintenance Guide FTP Server Parameter Field Description Enable Daily Backup Turn on/off automatic backupsr IP Address The IP address of the FTP Server FTP Port The FTP port used to access the FTP server. Note: The FTP port must be set to 21. The SA-100 can only perform backup and restore against a FTP server running on port 21. Directory The directory on the FTP server where the backup files are stored. Note: If you are backing up multiple SA-100s, use a separate directory for each SA100. 7.2.2 User ID The User ID for accessing the FTP server Password The Password for accessing the FTPserver Manual Backup The following steps describe the process for manually backing up the SA-100: Step 1 Access the SA-100 Using either the serial Port or via SSH Step 2 Start the Service Manager command line interface (svccli) Step 3 Issue the backupweb command Note: The manual backup process assumes that you have correctly configured the FTP parameters in ShoreTel Director as specified above in Automatic Backup. 7.2.2.1 Accessing the SA-100 Using the DB9 Serial Port Establishing the serial console connection requires a DB9 female to DB9 female cable, instead of a DB9 male to DB9 female as in the ShoreTel Voice Switches. A Null-Modem connection (crossover cable) is required, instead of the straight-through cable (extension cable) used on ShoreTel Voice Switches. Step 1 Connect a serial cable from a desktop/laptop PC to the DB9 serial connector on the rear of the SA-100. Step 2 Open a terminal emulation program such as Hyper-terminal or Putty and set it for a serial connection using the following parameters: — Serial Port: COM X (where 'X' is the port number used on your PC) — Speed: 19200 baud — Data Bits: 8 — Stop bits: 1 — Parity: None — Flow control: None Step 3 After establishing a serial connection, login to the SA-100 environment using 'admin' as the User ID and 'ShoreTel' as the Password. ShoreTel 12.2 141 Maintenance Guide 7.2.2.2 Chapter 7: Service Appliance 100 (SA-100) Accessing the SA-100 Using a SSH Connection Note: telnet to the SA-100 is not supported. Open an SSH client (e.g., Putty) and connect to your SA-100 using SSH. You can create a SSH connection on the command line by issuing the following command: SSH -l admin Note: the '-l' is a lower case 'L' in the SSH command. Also, the command assumes that you have loaded a SSH command line executable program on your Windows machine. These programs can be located by performing an internet search on your web browser. 7.2.2.3 Manually Backing up the SA-100 Step 1 At the linux prompt ('$' for admin access; '#' for root access), issue the svccli command to start the services cli. Step 2 Start the backup using the backupweb command. Step 3 When the backupweb command returns you to the svccli prompt ('>'). Exit the svccli. Step 4 Verify that the backup is complete by checking the /cf/shorelinedata/Logs/ FtpSync- .