ShoreTel 11.1 Release Notes - 75-146-90-152-utah.hfc...

ShoreWare Release Notes

RELEASE 11.1

ShoreTel 11.1

Document and Software CopyrightsCopyright © 1998-2010 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.

Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors

TrademarksShoreTel, ShoreCare, and ShoreTel Voice Switches and ControlPoint are registered trademarks of ShoreTel, Inc. in the United Sates and/or other countries. The ShoreTel logo and ShorePhone are trademarks of ShoreTel, Inc. in the United States and/or other countries.

All other copyrights and trademarks herein are the property of their respective owners

PatentsThis product is covered by one or more of the following patents: United States patent 6,996,059, United States patent 7,003,091, United States patent 7,167,486, United States patent 7,356,129, Canadian patent 2,316,558, United States patent 7,379,540, United States patent 7,386,114, United States patent 7,450,574 and United States patent 7,450,703. This product is also covered by other pending patent applications. ShoreTel, Inc. All rights reserved.

Version InformationShoreTel Release NotesRelease 11.1Part Number: 800-1387-01Version: CR_20100625Date: December 13, 2010

Company InformationShoreTel, Inc.960 Stewart DriveSunnyvale, California 94085 USA+1.408.331.3300+1.408.331.3333 (fax)www.shoretel.com

Table of Contents Release Notes

ShoreTel 11.1 5

Table of Contents

System Specifications Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . . 3Server Device Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Client Device Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Client Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Director and ShoreTel Communicator for Web Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Supported Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6ShoreGear Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6ShorePhone Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Upgrade Paths and Application Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Upgrade Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Email Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7IM and Presence Server for ShoreTel Communicator IM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Converged Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8SIP-BRI 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8SIP Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Ingate Siparator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8VPN Concentrator 4500/5300 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8DoubleTake . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Codecs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9ShoreTel Communicator for Mobile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9ShoreTel Product Name Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Simultaneous Ringing and Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Configuring Simultaneous Ringing and Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Modifying Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Configuring Users for Simultaneous Ringing from ShoreWare Director . . . . . . . . . . . . . . . . . . . . 3Configuring Additional Phones from ShoreTel Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Disabling/Enabling Simultaneous Ringing from ShoreTel Call Manager . . . . . . . . . . . . . . . . . . . . 5Disabling/Enabling Simultaneous Ringing from ShoreTel IP Phones . . . . . . . . . . . . . . . . . . . . . . 5Using Call Move . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Initiating a Call Move. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6License Requirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Additional Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Separate Class of Service for Whisper Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Operational Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Release Notes Table of Contents

6

Voicemail Deletion Enhancement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Operational Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

ShoreTel Communicator Availability of Workgroup Controls to ECC Agents for Failover13

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Changing the Agent States in ShoreTel Communicator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Failover Behavior of ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Other Behaviors of ShoreTel Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Redirecting Number Information Element - RNIE . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Italian Caller ID Enhancement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

European ISDN feature update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Feature History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

ShoreTel 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27ShoreTel 10.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27ShoreTel 10.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27ShoreTel 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27ShoreTel 9.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28ShoreTel 9.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

ShoreWare Server Release Notes System Specifications Hardware and Software Requirements

ShoreTel 11.1

System Specifications Hardwareand Software Requirements

Server Device Requirements

Operating SystemsShoreWare Version 11.1 server software is supported on the following operating systems:

• Windows Server 2003 R2 -32-bit (Standard or Enterprise)

• Windows Server 2008 SP2 (Standard or Enterprise) -32bit

• Windows Server 2008 SP2 (Standard or Enterprise) -R2 64bit

• VMware Vsphere 4.0

Server Hardware RequirementsTable 1 displays the minimum recommended configuration for servers running ShoreWare Main Server software and ShoreWare Distributed Server software. Sound card, speakers, and microphone are recommended for all configurations

Note: When deploying medium or large servers, please note that you must select an operating system with support for the expanded memory by using either the Enterprise Editions of the Microsoft Windows 2003 or 2008 Operating Systems.

.

ShoreTel recommends Gigabit Ethernet Interface for all configurations regardless of the number of users or network load. The 100 Base-T interface can provide acceptable performance and reliability for the specified configurations, but requires frequent administrator intervention to properly configure the IP network and prioritize real-time information during the peak network traffic conditions.

Size Users Calls/Hour Pentium Processor RAM Network

Small 100 1,000 Intel Core 2 Duo E8400, Single DualCore 3.00Ghz or Intel ® Core ™ i3-540 Processor (4M Cache, 3.06 Ghz)

4 GB 100 Base-T

Medium 500 5,000 Intel Xeon 5520 Single QuadCore 2.27 GHz 8 GB 100 Base-T or Gigabit Ethernet

Large 1,000 10,000 Intel Xeon 5120 Dual QuadCore 2.27 GHz 8 GB Gigabit Ethernet

Table 1 Main Server and Distributed Server Hardware Requirements

System Specifications Hardware and Software Requirements ShoreWare Server Release Notes

SBE Hardware RequirementsTable 2 displays the recommended configuration for servers running SBE software.

Client Device Requirements

Operating SystemsThe ShoreWare 11.1 client software is supported on the following operating systems:

• Windows Client Operating System

— Windows XP Professional, 32-bit, SP3— Windows Vista Business, 32-bit, SP2— Windows Vista Business, 64-bit, SP2— Windows Vista Enterprise, 32-bit, SP2— Windows Vista Enterprise, 64-bit, SP2— Windows 7 Business 32-bit— Windows 7 Enterprise 32-bit— Windows 7 Business 64-bit— Windows 7 Enterprise 64-bit— Unicode support (Double Byte Character)

• Windows Terminal Server

— Windows 2003 SP2 Terminal Server, 32 and 64-bit, SP2— Windows 2003 SP2 Terminal Server R2, 32 and 64-bit, SP2— Windows 2008 Terminal Server, 32-bit, SP2— Windows 2008 Terminal Server, R2 64-bit

• Citrix

— XenApp 4.5 on Windows 2003-32-bit (Isolation mode is not supported)— XenApp 5.0 on Windows 2008-32-bit (Isolation mode is not supported)

Users Calls/Hour Processor RAM Network

50 500 Intel Celeron E3300, DualCore– 2.5 Ghz, 1MB Cache and 800FSB

2 GB 100 Base-T

Table 2 SBE Hardware Requirements


ShoreTel 11.1

Client Hardware RequirementsComputer Hardware requirements for running ShoreTel Communicator depend on the ShoreTel Communicator version and the video call resolution. Table 3 displays the minimum recommended configuration for computers running ShoreTel Communicator

Video Bandwidth RequirementsVideo calls require the following bandwidth:

• VGA: 600 kbps• XGA: 1.2 Mbps

Video Hardware RequirementsComputers configured for video calls require the following:

• VGA Video: Graphic Card with 64 MB of VRAM, DirectX 9.0c-compatible• XGA Video: Graphic Card with 256 MB of VRAM, DirectX 9.0c-compatible

Director and ShoreTel Communicator for Web RequirementsDirector and ShoreTel Communicator for Web require one of the following:

• MS Internet Explorer 7.0 - ShoreWare Director• MS Internet Explorer 8.0 - ShoreWare Director and ShoreTel Communicator for Web• Safari 4.0 - Mac • Firefox 3.6 - Windows and Mac OS• Adobe Flash 9 and 10

ShoreTel Communicator Version Processor

Disk Spacea

a. Disk space requirement is for installation on a system without .NET Framework installed previously. Once installed, ShoreTel communicator requires less than 100MB of disk space.

RAMb

b. ShoreTel Communicator memory requirements during normal operation. If other office applications will run on the PC in addition to ShoreTel Communicator, memory recommendations are 512 MB (XP) or 1 GB (Vista/Windows 7).

Available RAM

XP/Vista/Windows 7 XP

Vista/Windows

7Personal Pentium 3 – 800 MHz 1 GB 1 GB 2GB 100 MB

Professional Pentium 4 – 2.0 GHz 1 GB 1 GB 2 GB 150 MB

Agent, Supervisor, Operator(<40 extension presences)

Pentium 4 – 2.0 GHz 1 GB 1 GB 2 GB 150 MB

Agent, Supervisor, Operator(<500 extension presences)

Pentium 4 – 3.0 GHz 1 GB 1 GB 2 GB 150 MB

All Versions, VGA Video Dual-Core 1.6 GHz 1 GB 1 GB 1 GB 150 MB

All Versions, XGA Video Core 2 Quad 2.4 GHz 1 GB 1 GB 2 GB 150 MB

Table 3 Client Device Hardware Requirements


Supported Devices

ShoreGear SwitchesVersion 11.1 supports the following ShoreGear Voice Switches:

• ShoreGear 50• ShoreGear 50V• ShoreGear 90• ShoreGear 90V• ShoreGear 90BRI• ShoreGear 90BRIV• ShoreGear 220T1• ShoreGear 220E1• ShoreGear 220T1A• ShoreGear 30• ShoreGear 30BRI• ShoreGear 24A• ShoreGear T1k• ShoreGear E1k• ShoreGear 120• ShoreGear 60• ShoreGear 40• ShoreGear T1• ShoreGear E1

ShorePhone TelephonesVersion 11.1 supports the following ShorePhone Telephones

• IP655• IP565• IP560g• IP560• IP530• IP265• IP230g• IP230• IP212k• IP210• IP115• IP110• IP8000• AP110• AP100• BB24


ShoreTel 11.1

Upgrade Paths and Application Support

Upgrade PathShoreTel supports single step upgrades to Version 11.1 from Version 11 and Versions 10.1 and 10.2.

ShoreTel supports upgrade paths from other versions through an intermediate upgrade to a Version through which a single step upgrade is supported.

LicensesShoreWare 11.1 requires the following licenses.

• ShoreWare System License (Enterprise Edition)• ShoreWare Additional Site License• ShoreWare Extension License• ShoreWare Mailbox License• ShoreWare Additional Language License• ShoreWare Remote Web Reporting License• ShoreTel Mobile Access License• ShoreWare SIP Phone License• ShoreWare High Resolution Video License• ShoreWare SIP Trunk License• ShoreWare SoftPhone License• Operator Access License• Professional Access License• Workgroup Agent Access License• Workgroup Supervisor Access License• ShoreWare External Unified Messaging SIP Link• ShoreWare Standard Resolution video License

Self-audited Licenses:

• Personal Access License• ShoreWare Remote Server Software• ShoreWare TAPI Application Server• ShoreWare Phone API License

Email IntegrationThe Version 11.1 Client application supports email integration with the following products:

• Outlook 2003, SP2• Outlook 2007, 32-bit SP2

When running on Citrix, ShoreTel Communicator does not import Outlook contacts if Outlook is in seamless mode. To import contacts, user must close Outlook seamless window and either start ShoreTel Communicator or click the Import Contact button.


IM and Presence Server for ShoreTel Communicator IMShoreWare 11.1 supports the following IM and Presence Servers.

• OCS2007• OCS2007 R2 Standard/Enterprise Editions• Converged Conferencing 7.1

Converged ConferencingVersion 11.1 supports interoperability for Converged Conferencing 7.1.

Contact CenterVersion 11.1 supports interoperability for Contact Center 5.1 and 6.

SIP-BRI 8Version 11.1 supports interoperability for SIP-BRI 8 Build R3.T_2006-10-04 and above.

SIP DevicesVersion 11.1 supports the following SIP devices as SIP extensions:

• IP8000

Ingate SiparatorShoreWare 11.1 supports the following Ingate Siparator versions.

• Release 4.8• Release 5.x

VPN Concentrator 4500/5300ShoreWare 11.1 supports the following software firmware for VPN Concentrator 4500/5300

• Software firmware version 8.10.3,8.11.0 and 8.11.2

DoubleTakeShoreWare 11.1 supports the following DoubleTake software versions for Windows 2003 and Windows 2008 servers.

• DoubleTake Version 5.1 Build 5.1.0.74.0• DoubleTake Version 5.1 Build 5.1.0.1098.44


ShoreTel 11.1

CodecsVersion 11.1 supports the following codecs:

• T.38• L16/16000• L16/8000• AAC_LC/32000• PCMU/8000• PCMA/8000 (G.711)• G.722/8000• DVI4/8000• BV32/16000• BV16/8000• G.729/8000• G.711

ShoreTel Communicator for MobileShoreWare 11.1 supports the following mobile phones.

• HTC P6500 Sirus• HTC TyTn II• HTC Mogul (Sprint PPC-68000• BlackBerry 81xx Series• BlackBerry 83xx Series• BlackBerry 88xx Series• BlackBerry 8900Series (Curve)• BlackBerry 90xx Series• BlackBerry 9500 Series (Storm)• Nokia E6li• Nokia E65• Nokia E71• Nokia E72• Nokia E75• Nokia E90• Nokia N78• Nokia N82• Nokia N95• Nokia Surge 6790• Samsung Blackjack I• iPhone OS 3.0 and higher (ShoreTel Communicator for iPhone)

System CapacityVersion 11.1 supports the following:

• Users

— 10,000 users if DRS is enabled.— 1,000 users if DRS is not enabled.


• ShoreGear Switches

— 100 switches per site.— 100 switches per server.— 500 switches per system. DRS needs to be enabled for systems with 100 or more switches.

• ShoreGear Voicemail Model Switches

— 100 Voicemail Model switches per system.

• Servers

— One main server.— 20 distributed servers.

• 3rd Party SIP Servers

— 20

• Trunks

— 5,000 trunks— 250 trunk groups— 500 trunks per trunk group

• Voice Mail

— 10,000 mailboxes per system.— 3,000 mailboxes per server.— 254 simultaneous calls per server.

• Media Streams

— 254 G711 per server— 40 G729 per server

• IP Phones

— 5 ShorePhones per ShoreGear port.— 100 SIP Proxies per ShoreGear port.

• Clients

— 10,000 ShoreTel Communicator instances per system.— 1,000 ShoreTel Communicator instances per server.

— 100 ShoreTel Communicator instances per WTS (64-bit) server1

— 200 operator clients per system.— 500 monitored extensions per client.— 5000 monitored extensions per system.— 1000 ShoreTel Communicator for Mobile maximum per system.

Note: ShoreTel headquarters server supports a combination of 1000 ShoreTel Communicator and ShoreTel Communicator for Mobile clients at any given time. As an example, you can deploy 600 ShoreTel Communicator clients and 400 ShoreTel communicator for Mobile clients on one headquarter server. ShoreTel Communicator for Mobile is not supported on DVS.

• Make-me Conferencing

— One conferenced party per ShoreGear port.

1. Assumes WTS server running on Core 2 Quad 2.4 GHz with 16 GB RAM.


ShoreTel 11.1

• Auto-Attendant Menus

— 1000 auto-attendant menus

• Workgroups

— 256 workgroups.— 300 agents per workgroup.— 16 agents per workgroup when simultaneous hunt is enabled.— 300 agents per system.— 128 supervisors per system.

• Call Volume

— 50,000 Busy Hour Call Attempts.

• CDR Size

— Not restricted by ShoreWare.

ShoreTel Product Name ChangesNew ShoreTel product names are being introduced in ShoreTel 11. Table 4 displays the new ShoreTel product names.

Previous ShoreTel Product Names New ShoreTel Product Names

ShoreTel Call Manager ShoreTel Communicator for Windows

ShoreTel Mobile Call Manager ShoreTel Communicator for Mobile

ShoreTel Communicator for Web

ShoreTel Communicator for iPhone

Table 4 New ShoreTel Product Names

ShoreTel Release Notes Simultaneous Ringing and Call Move for the ShoreTel IP

ShoreTel 11.1 Page 1

Simultaneous Ringing and CallMove for the ShoreTel IP Phone 655

Employees on the go want to receive calls wherever they are. The ability to assign your extension to any phone permits them to be reached at any number but it does involve the user to remember to assign his extension to a specific phone. The corridor warriors, who are joggling between a desk phone and a mobile phone throughout the day would rather have both phones ringing all the time and switch the conversation from one phone to another without disrupting the call. Simultaneous Ringing and Call Move allows the administrator or users to program multiple phones to ring at the same time and move a conversation seamlessly from one phone to another.

TermsAdditional Phones

Up to two phones that can be rang at the same time as the assigned phone or a phone to which or from which you can move a call. Additional Phones can be standard phones such as mobile phones, a SIP phone, or a Off-System Extension device (for instance a Microsoft Office Communicator client).

Assigned Phone

This is usually the user's desk phone but it can also be the ShoreTel SoftPhone, a third party SIP phone or an analog phone connected to a ShoreTel Voice Switch.

Call Move

Move a conversation seamlessly from one phone to another.

Simultaneous Ringing Destinations

The assigned phone plus any configured Additional Phones.

DescriptionThe Simultaneous Ringing allows a user or his administrator to configure up to two phones to ring at the same as the assigned phone. The configuration of Additional Phone is available through the user's ShoreTel Call Manager or from the ShoreWare Director's user page.

Once configured, the user will receive calls on their ShoreTel extension and all additional configured phones, simultaneously. For convenience, this function can be suspended by the users using several interfaces. A ring delay can be optionally configured by the Administrator, which allows the Assigned Phone to ring first if desired.

After the Simultaneous Ringing call is established, the call may be moved between the Simultaneous Ringing devices. The Call Move mechanism can be initiated by a “Call Move” IP Phone programmable button on the ShoreTel IP 655 Phone (other options available from ShoreTel IP Phones, Analog and SIP devices and ShoreTel Communicator).

Simultaneous Ringing and Call Move for the ShoreTel IP Phone 655 ShoreTel Release Notes

Page 2

Configuring Simultaneous Ringing and Call MoveAny user may be enabled for Simultaneous Ringing through Director's Telephony Class of Service. Once enabled, the user is capable of changing its Additional Phones and associated settings.

Figure 1 Simultaneous Ringing and Call Move Configuration Process

Modifying Class of ServiceTo modify the Class of Service, follow these steps.

Step 1 Log onto ShoreWare Director.

Step 2 Click the Users link under the Administration section.

Step 3 Click Class of Service link.

Step 4 Under the Telephony Features Permissions section, select one of the features options you wish to modify or click Add New to add a new Class of Service.

Scroll down to the Allow External Call Forwarding and Find Me Destinations area and check the Allow Additional Phones to Ring and Move Calls option.

Figure 2 Class of Service Edit Telephony Feature Permissions

Step 5 Click Save to save your configuration.



Configuring Users for Simultaneous Ringing from ShoreWare DirectorTo configure users for Simultaneous Ringing:

Step 1 Log into ShoreWare Director.

Step 2 Click the Users link under the Administration section.

Step 3 Click the Individual Users link. At this point you modify on the users listed or you can create a new user.

Step 4 Select the Personal Options link for the user you want to configure.

Step 5 Select the External Assignment and Additional Phones option. The following page is displayed.

Figure 3 Configuring Additional Phones for Individual Users in ShoreWare Director

Step 6 Under the Additional Phones section, configure up to two Additional Phones.

Step 7 Click Save to save your configuration.


Page 4

Configuring Additional Phones from ShoreTel Call ManagerAdditional Phones can be configured through the Options and Preference panel on ShoreTel Call Manager.

To configure this function, follow these steps.

Step 1 Launch ShoreTel Call Manager.

Step 2 On the main toolbar, click Tools ->Options. The following panel is displayed.

Figure 4 Configuring Additional Phones in ShoreTel Call Manager

Step 3 Configure up to two Additional Phones.

Step 4 Click OK to save your changes.



Disabling/Enabling Simultaneous Ringing from ShoreTel IP Phone 655 PhonesShoreTel IP Phone 655 Phone users can enable or disable Simultaneous Ringing, from the ShoreTel IP Phone 655 Application Menu. Simultaneous Ringing can be quickly turned on/off via the menu options labeled “AddOn/AddOff.”

Figure 5Example IP655 Application Menu

Using Call MoveWhen users have an active call on their Assigned Phone, initiating the MOVE function puts the other party on hold and sends the call to the Additional Phones that are idle. The other party hears silence until the call is picked up from one of the Additional Phones.

When the call is active on Additional Phone, initiating the MOVE function from Assigned Phone grabs the call without disrupting the conversation.

Initiating a Call MoveYou can trigger Call Moves from the ShoreTel IP Phone 655 by using “Call Move” programed into a Programmable IP Phone Button. “Call Move” is specific to the ShoreTel IP Phone 655.

For more information on how to program a Programmable IP Phone button, please consult the System Administration Guide chapter on Configuring Users, Personal Options.


Page 6

Figure 6Example Programmable IP Phone Button for Call Move

License RequirementThe Simultaneous Ringing and Call Move features do not require additional licenses. However, a SIP license is required if one of the Additional Phones is a SIP extension.

Additional Notes• Call Move operation is not allowed on a conference call.

• Call Move functionality is not supported on SIP trunks only if they support DTMF signaling using SIP INFO.

• When an off system extension (OSE) is configured as an Additional Phone, care should be taken to make sure the Simultaneous Ringing call is directly placed to OSE and not AA.

• When cell phone is configured as Additional Phone, care should be taken to set the activation mode to “Answer by pressing 1” so that when the call is redirected to cell phone voicemail, other simultaneous ringing destinations do not stop ringing.

• For additional information about enabling Simultaneous Ringing and Call Move with Microsoft Office Communicator, please refer to the Application Note “AN10276 - Integrating ShoreTel and Microsoft OCS with AudioCodes SIP.”

ShoreWare Server Release Notes Separate Class of Service for Whisper Page


Separate Class of Service forWhisper Page

Introduction

ShoreTel 11.1 modifies the Telephony Class of Service settings to allow permissions to be separately established for the Whisper Page and Intercom features. This separation allows administrators greater control over providing user access to these two unique features.

BackgroundReleases prior to ShoreTel 11.1 allowed a single Telephony Class of Service setting for both Intercom and Whisper Page capabilities.

DescriptionThis features increases customer control over Telephony Class of Service permissions. The customer can now define whether users have access to none, one or both of these features.

Telephony Class of Service now has the following settings:

• Directed Intercom/Group Paging

• Allow Initiation (by user)

• Accept: (from others)

• Whisper Paging

• Allow Initiation (by user)

• Accept: (from others)

Please refer to the ShoreTel Administration Guide for details on the use of these features.

Terminology No new terms are introduced for this enhancement.

Separate Class of Service for Whisper Page ShoreWare Server Release Notes

Page 8

Implementation

Operational BehaviorTo implement either Whisper Paging or Intercom capability, access the Telephony Class of Service screen for the user group to be configured.

Select ‘Allow Initiation’ for the selected features to allow a user with this class of service to perform Intercom and/or Whisper Paging.

Select ‘Accept:’

• None - to prevent any other user from using making Intercom or Whisper Page to users with this class of service.

• All - to allow all users with Intercom or Whisper Paging permissions to make these calls to users with this class of service.

• Only From - to select a specific user to make Intercom or Whisper Page to users with this class of service.

Figure 7 Telephony Class of Service

Use considerationsA user may have access to both features, access to only one feature or no access to either feature.

• In the event a user has Whisper Page initiation permission but not Intercom:

• They can initiate Whisper page via star codes, programmed buttons or the ShoreTel Communicator dial menu.

• The user’s Intercom icon in Communicator would be grayed out in the dial menu.

• Selecting the Intercom hard key on IP Phones (except IP212k*) brings up the whisper page display, but Intercom soft key will be grayed out.

• In the event a user has Whisper Paging Accept, but not Intercom Accept:

• They will accept whisper pages automatically.

• Intercom pages will ring as normal calls (not auto-off-hook).

ShoreWare Server Release Notes Separate Class of Service for Whisper Page


• In the event a user has Intercom initiation permission but not Whisper Page:

• They can initiate Intercom via star codes, programmed buttons, and the ShoreTel Communicator dial menu.

• The user’s Whisper Paging icon in Communicator would be grayed out in the dial menu, but not the Intercom's button.

• Selecting the Intercom soft key on IP Phones (except IP212k*) brings up the Intercom page display, but Whisper Page soft key will be grayed out.

• In the event a user has Intercom Accept, but not Whisper Paging Accept:

• They will accept Intercom pages automatically.

• Whisper pages will ring as normal calls (not auto-off-hook).

• In the event a user has access to both features:

• They can initiate both features via star codes, programmed buttons, and the ShoreTel Communicator dial menu.

• The Intercom button (exception 212k*) brings up a menu allowing control of both features.

• ShoreTel Communicator displays both Whisper Page and Intercom in the dial menu; neither button is grayed out.

• In the event a user attempts to place either type of call and they do not have permissions the following behavior occurs:

• The IP Phone plays the intercept tone if initiated from a programmed IP phone button with an extension.

• If they use the star code (*19) plus the extension they will receive a reorder tone.

• If the user initiates the Whisper Page with the hard Intercom key or a programmed IP phone button without an extension they will receive a message on the phone’s display screen that they do not have permission to perform the operation.

* The 212k phone also prompts for intercom and whisper page if the hard key or programmed button is pressed. It only differs in that it does not have soft keys to toggle between what kind of page it should perform.

Separate Class of Service for Whisper Page ShoreWare Server Release Notes

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ShoreWare Server Release Notes Voicemail Deletion Enhancement


Voicemail Deletion Enhancement

Introduction

ShoreTel 11.1 enhances the process for handling deleted voicemails in those circumstances where a user’s deleted voicemail count reaches the allowable limit.

BackgroundThe Voice Mail server has a limit of 200 deleted messages per mailbox. When the limit has been reached, no more messages may be taken for that mailbox until the deleted messages are purged.

In situations where the mailbox had a total message limit larger than 200 and the deleted voicemail count reached the 200 limit, the larger mailbox capacity was restricted.

DescriptionDeleted messages are no longer counted against total message count. However, maximum number of deleted messages allowed at any point in time remains at 200 to limit total server mailbox storage space.

If this limit is reached, deleting further messages will result in purging of the oldest deleted messages, so as to keep the count of the deleted messages to 200.

Terminology No new terms are introduced for this enhancement

Implementation

Operational BehaviorIf this limit is reached, deleting further messages will result in purging of the oldest deleted messages, so as to keep the count of the deleted messages to 200.

This limit of 200 deleted messages is not configurable.

Voicemail Deletion Enhancement ShoreWare Server Release Notes

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ShoreWare Server Release Notes ShoreTel Communicator Availability of Workgroup


ShoreTel Communicator Availabilityof Workgroup Controls to ECC

Agents for Failover

IntroductionShoreTel 11.1 supports a new feature through which Enterprise Contact Center (ECC) agents using ShoreTel Communicator automatically get workgroup controls that can be used during failover to workgroups.

ShoreTel 11.1 also allows enabling contact center integration for agents that have ShoreTel Communicator for workgroup agent access levels so that the users can be logged into ECC and also into workgroups as a fallback option in case ECC in unavailable. ShoreTel Communicator feature enhancement allows ECC agents to use the Workgroup Agent Communicator type for ECC integration.

BackgroundThis ShoreTel Communicator enhancement allows the ECC Agent to use the Workgroup Agent client type to manage both ECC and Workgroup login states. This functionality is extremely useful in situations where ECC is unavailable or unreachable and the call is being routed through an alternate route which is the workgroup. This allows agents to be logged into ECC as well as backup workgroups and controls the workgroup functions when calls are routed through them. In addition, it allows the ECC agent to manage calls from both ECC and any workgroups for which the agent is a member. ECC integration is still available for the Personal and Professional Communicator types.

DescriptionECC agents that use ShoreTel Communicator and are also members of a workgroup will get workgroup controls in the Communicator. Login/Logout controls reflect their state in both ECC as well as workgroups and are synchronized between the two systems.

Figure 2 shows the Contact Center menu for the Workgroup Agent Communicator when ECC integration has been enabled for the user.

ShoreTel Communicator Availability of Workgroup Controls to ECC Agents for Failover ShoreWare Server

Page 14

Figure 8 Workgroup Agent Communicator with ECC Integration enabled

Changing the Agent States in ShoreTel CommunicatorWhen the agent starts ShoreTel Communicator, initial state for the agent is to be logged out of all ECC groups and all workgroups. When the agent selects the Log Into All Groups as shown in Figure 3, the agent will be logged into all ECC groups and all workgroups for which the agent is programmed.

Note: It is highly recommended that an ECC agent only be logged into workgroups that serves as a backup for the main ECC route. Receiving calls concurrently from ECC and Workgroups that are not backup workgroups may show inconsistencies in reporting of Non-ACD (NACD) calls in ECC.

Figure 9 Changing states using ShoreTel Communicator

Logging out will log the agent out of all ECC groups and all workgroups. If the ECC agent state is changed to the Release state, the Workgroup state will be changed to the Wrap-Up state.



Failover Behavior of ShoreTel CommunicatorIf ECC is unreachable or unavailable, ShoreTel Communicator will display that the system is in “Failover Mode” (as long as the agent is a member of a Workgroup) as shown in Figure 4. This will allow the agent to continue to log in and out of their workgroups via the Contact Center menu or the toolbar menu. Only the Log Into All Groups and Log Out of All Groups options will be available. All other options will be grayed out.

Figure 10 Failover behavior of ShoreTel Communicator with Workgroup

If ECC is unreachable or unavailable and the agent is not a member of a Workgroup, ShoreTel Communicator will display “System Unavailable” as shown in Figure 5.


Page 16

Figure 11 Failover behavior of ShoreTel Communicator with out Workgroup

Other Behaviors of ShoreTel CommunicatorWhen ShoreTel Communicator looses contact with the ECC server, it retains a local login state. The local login state is the state the client was in prior to the disconnection. When the contact center becomes available again, ShoreTel Communicator will log in or log out based on the local login state.

If the admin disables the Contact Center Integration in ShoreWare Director, ShoreTel Communicator logs out of all ECC groups. but remains in the last known state set for the workgroups (any workgroup) for which the ShoreWare user is a member.

Terms

No new terminology.

Administration

Workgroup Agent Contact Center IntegrationTo enable Contact Center Integration if you want the agent to use the Workgroup Agent Access level licensing as well follow these steps:

Step 1 Log into ShoreWare Director.



Step 2 Click on the Users -> Individual Users link.

Step 3 Navigate to the Access License field and select the Workgroup Agent link.

Step 4 Check the Enable Contact Center Integration checkbox.

Figure 12 ShoreWare Director Configuration

Step 5 Click on the Save button to save your changes.


Page 18

ShoreWare Server Release Notes Redirecting Number Information Element - RNIE


Redirecting Number InformationElement - RNIE

IntroductionThe popular features Call Forward (Always, No Answer), Personal Call Handling, Find-Me, Extension Reassignment, Backup Destination (Hunt Groups, Work Groups and Bridged Call Appearance), PSTN Failover and Blind Transfer allow a ShoreTel user or Call Control Application to forward incoming (external) calls to a different external destination number. In these conditions, the original (external caller’s) Caller ID is forwarded with the call to the destination number for convenience.

BackgroundWhen an incoming call reaches an extension set for a forwarding condition and is transferred to an outbound trunk, the caller id may/will not match a company DID for those trunks. Some ISDN/SIP carriers do not allow an unrecognized caller ID and may reject the call. Many carriers require Redirect Information to place the outbound call to its destination number (the forward condition destination).

The Redirect Information can be added to the call through Trunk Group configuration but requires precise and complex scripting. Incorrect information may result in the carrier rejecting the call.

DescriptionShoreTel 11.1 simplifies the configuration of using the Redirecting Number Information Element (RNIE). This feature (shown in Figure 7) when active will replace a forwarded call’s original caller ID (the original external caller) with a known caller id (the BTN/CESID or Base DID number for a trunk group). To continue the convenience of displaying the original caller’s Caller ID to the destination number, the original caller ID is placed into the RNIE of the ISDN or SIP call.

Redirecting Number Information Element - RNIE ShoreWare Server Release Notes

Page 20

Figure 13 Redirecting Number Information Element Diagram

Terms

RNIE-Redirecting Number Information Element.

BTN-Billing Telephone Number.

CID-Caller ID.

CESID-Customer’s Emergency Service Identification.

PCH-Personal Call Handling.

Implementation

Operational BehaviorTo implement RNIE for a trunk group, check the Enable Original Called Information check box contained in the ShoreWare Director, Trunk Group edit panel.

To set the Presence Invitation Handling parameter for a telephony class of service:

Step 1 From the ShoreWare Director, open the Trunk Group edit panel, Administration -> Trunks -> Trunk Group.

Step 2 Select the desired Trunk Group to be edited.

Step 3 Check the Allow Call Forwarding (look up actual name) check box.

Conditions of what will be populated into the BTN:

• CESID: As a default the CESID for the SG/Switch will fill in the BTN field.

ShoreWare Server Release Notes Redirecting Number Information Element - RNIE


Figure 14 Trunk Group RNIE check box

Note: If a system has a Custom Dial plan this feature may NOT work as intended. The Administrator has to MANUALLY remove the custom dial plan, especially “;16F”.

Redirecting Number Information Element - RNIE ShoreWare Server Release Notes

Page 22

ShoreWare Server Release Notes Italian Caller ID Enhancement


Italian Caller ID Enhancement

IntroductionShoreTel 11.1 introduces enhancements to Caller ID presentation for the Italian market.

DescriptionThe caller id enhancement for the Italian market prepends the incoming caller id on the ShoreTel IP phone. For incoming National numbers the caller ID will be prepended with a 0 and a 00 for International numbers.

TermsNo new terms

Implementation

There are no Implementation impacts.

InstallationThere are no Installation impacts.

Italian Caller ID Enhancement ShoreWare Server Release Notes

Page 24

ShoreWare Server Release Notes European ISDN feature update


European ISDN feature update

IntroductionShoreTel 11.1 introduces enhancements to ISDN BRI and PRI for the European market.

BackgroundSome telephone markets require 25 digit dialing (Overlap Sending) and Overlap Receiving.

DescriptionTo accommodate ISDN BRI and PRI dialing requirements of up to 25 digits, ShoreTel 11.1 will pass 20 digits in the initial ISDN Setup Message. The remaining digits (if any), will be sent in the next “INFO” message after the Terminal Equipment receives a “Setup Acknowledge Message” from the Network Terminal. Sending “Complete” is added for the complete digits.

For ISDN BRI, if the Terminal Equipment receives digits less than the number of extension digits required, the “Setup Acknowledge Message” is sent to the Network Terminal for more digits. Sending “Complete” from Network Terminal is supported.

The 25 dialable digit enhancement for European ISDN is applicable to originating calls dialed from the ShoreTel IP Phone Telephone User Interface (the Dial Pad).

Terms

No new terms.

European ISDN feature update ShoreWare Server Release Notes

Page 26

ShoreWare Server Release Notes Feature History


Feature History

IntroductionShoreTel 11.1 includes the features introduced in the following releases:

ShoreTel 11• ShoreTel IP Phone 655

• QSIG Message Light Indicator and Call Diversion

• Support for ShoreTel Distributed Database

• Microsoft Plug-in 2007 with Offline Call Handling Modes

• ShoreTel Communicator and Contact Center integration enhancements

• ShoreTel server on VMware

• ShoreTel Communicator on 64-bit Vista, Windows 7

• ShoreTel Communicator for Mobile support enhancements

ShoreTel 10.2• Simultaneous Ringing and Call Move

• SIP Trunk Enhancements

• Priority Group Paging

• Call Manager: V-1 Compatibility

• Malicious Call Trace (BRI)

• Support for Workgroup Mailbox Access for Contact Center

• Device support enhancements for Mobile Call Manager

ShoreTel 10.1• Priority Group Paging

• Call Manager: V-1 Compatibility

• Malicious Call Trace (BRI)

• Support for Workgroup Mailbox Access for Contact Center

ShoreTel 10• Multi-site Paging Groups

• Multi-site Account Codes

• Multi-site Workgroups

• Integration with 3rd Party Unified Messaging Systems

Feature History ShoreWare Server Release Notes

Page 28

• T.38 Support on ShoreGear Switches

• Configuring Bluetooth Waypoints on Mobile Call Manager

• Support for IM Responses to Inbound Calls

• Support for Instant Messaging in the Workgroup Agent Monitor Window

• Registration and Advisory Service

• Enhanced Call Detail Record Reporting

• Mobile Device Number Detection

• Call Manager on 64-Bit Vista

• Voicemail Preview

• PIM Integration

• Default Network Speed Setting

• MCM Server N & N-1 Client

• Contact Viewer Guidance

• Call Manager Main Window Focus

• Changing the Voice Mail Subject Title

• Download Indicator

• Call Notes and Routing Slip

• Voice Mail indicator on the Taskbar for unheard messages

• Initiating a web conference with Converged Conferencing

• Facilitating a Web Conference with a non-ShoreTel User

• Toolbar Customization

• Instant Messaging in the Workgroup Agent Monitor Window

• Instant Messaging Back Option in the Call Alert

• Centralized Dial Number (DN) Enhancements

ShoreTel 9.2• Call History Privacy

• Bridge Call Appearance Conferencing with Privacy Release

• Call Manager Enhancements - Disabling Call Notes

• Talk Time Enhancements

• Voicemail Privacy

• Voicemail Preview

• PIM Integration

• Default Network Speed Setting

• Fonts

ShoreWare Server Release Notes Feature History


ShoreTel 9.1• Support for Windows 2008

• Call Manager on 64-Bit Vista

• Single Sign-On Instant Messaging

• SIP Header Enhancement - Integration with 911 Enable

• Shared Call Appearances

• Silent Coach

• Hotline

• Mobile Call Manager - Device Enhancements

Feature History ShoreWare Server Release Notes

Page 30

ShoreWare Release Notes Glossary


Glossary

802.1x A component of IEEE 802.1 group of networking protocols that addresses port-based Network Access Control. It provides an authentication mechanism for devices attaching to a LAN port to either establish a point-to-point connection or prevent the device from accessing the port if authentication fails. 802.1x is based on the Extensible Authentication Protocol (EAP).

ACD see Automatic Call Distributor

Active Call Handling Mode The active call handling mode is the CHM that is designated to specify the current method of handling a user’s inbound calls. One mode is always active for each user. The active CHM is selected manually by the user or changes automatically based on the user’s schedule.

Active Directory (AD) Active Directory is a Mircosoft technology that provides various network services, including LDAP-style directory services and authentication, for Windows environments. Administrators assign policies, deploy software, and apply critical updates to an organization from a single Active Directory database.

Active Extension Assignment An Active Extension is the phone number where a user’s callers are routed when the user has enabled Office Anywhere. See Office Extension Assignment and Default Office Extension Assignment.

AD see Active Directory

Advanced Encryption Standard (AES) Advanced Encryption Standard is a United States Encryption standard defined in Federal Information Processing Standard (FIPS) 192, published in Nov. 2001. AES is a symmetric block cipher which can process fixed 128-bit data blocks, using 128, 192 or 256-bit keys.

AES see Advanced Encryption Standard

Announced Find Me Announced Find Me is an option where the identity of an inbound caller is provided to the Find Me call recipient. Inbound callers may be required to record their spoken name before the call is connected.

Automatic Call Distributor (ACD) An Automatic Call Distributor is a system that distributes inbound calls to members, or agents, of the system.

Auto Find Me Auto Find Me is a Find Me option where a call recipient can program the system to immediately forward inbound call without requiring the caller to press “1”.

Available DID numbers DID numbers within a range that are not assigned to a user or entity within the context of that range.

DID number availability within a range does not consider DNIS assignments. Numbers assigned as a DNIS number are still enumerated as available within a DID range; attempts to assign these DID numbers will be unsuccessful.

Bounced Call A bounced call is a parked call that is returned to the extension that parked the call because is was not picked up within a specified period.

Bridged Call Appearance A Bridged Call Appearance (BCA) is an extension that is shared among multiple users.

Call Appearance A VoIP data structure that supports one voice call session.

ShoreWare Release Notes ShoreWare Release Notes

Page 32

Call Detail Record (CDR) A Call Detail Record is a data record containing statistics of a call that passed through a PBX or telephone exchange.

Information provided by a CDR includes the number of the originating party, the number of the recipient, the time that the call started, and the duration of the call. ShortTel CDRs contain additional information.

Call Handling Mode A call handling mode is a ShoreTel variable that defines a method of handling specified inbound calls. Each user is assigned five call handling modes, one of which is active and determines the user’s current call handling method. See Active Call Handling Mode.

The five call handling modes assigned to each user are Standard, In a Meeting, Extended Absence, Out of Office, and Custom.

Call Handling Rule A call handling rule is the base unit of a Call Routing Plan that consists of a condition and action. When a call handling rule is active and the condition is satisfied, the action specifies the method by which the ShoreTel system handles the user’s call.

Call Routing Plan The Call Routing Plan is the Personal Call Handling component that contains rules that specifies a user’s call handling method. The plan prioritizes a list of enabled Call Handling Rules.

Call Stack A data structure that manages an extension’s call appearances. The Call Stack Size defines the maximum number of calls – including active and held calls – that an extension can handle simultaneously.

CDR see Call Detail Record

CDR Database A CDR database contains all CDRs generated by a ShoreTel system over a specified period of time. The CDR database is maintained on the Main server.

CHM see Call Handling Mode

Codec A codec is a device or program that encodes and decodes a digital data stream or signal. Codecs encode a data stream or signal for transmission, storage, or encryption and decode it for viewing or editing. Codecs are typically used in videoconferencing and streaming media applications.

Coordinate Location Based Services data point that identifies a specific location in terms of longitude, latitude, and elevation. See Location Based Services.

Current Call Handling Mode see Active Call Handling Mode.

DBImport DBImport is a ShoreTel utility that uses the contents of a CSV file to update the ShoreWare user database. DBImport.exe adds, deletes, and modifies user account records based on the CSV file contents.

Default Office Extension Assignment The Default Office Extension Assignment is the MCM component that can specify the Active Office Extension Assignment when a user places a call or plays a voice message through MCM. See Active Office Extension Assignment and Office Extension Assignment.

Dial Number (DN) Dial Number – the number dialed by a user.

DID see Direct Inward Dialing

DID Range A DID range is a list of consecutive DID numbers assigned to a Trunk Group. Ranges assigned to a trunk group cannot overlap. A DID number can be assigned to multiple trunk groups.



Differentiated Services Differentiated Services is a computer networking architecture that specifies a method for managing network traffic and providing Quality of Service (QoS) guarantees on IP networks.

Differentiated Services can provide low-latency, guaranteed service for critical network traffic (voice or video) while providing simple best-effort traffic guarantees to less critical services (web traffic or file transfers).

Direct Inward Dialing (DID) Direct Inward Dialing is a feature offered by telephone companies where they allocate a range of numbers to a customer's PBX. As calls are presented to the PBX, the number that the caller dialed is also given, which the PBX uses to route the call to the correct recipient.

Distributed Routing Service (DRS) a ShoreTel system feature that increases system switch capacity by moving inter-site switching routing decisions from the individual switches to the ShoreWare servers. ShoreTel systems normally have a capacity of 60 switches – enabling DRS increases the system capacity to 500 switches.

DN see dial number.

DRS See Distributed Routing Service.

DSCP Differentiated Services Code Point is a 6-bit value, contained in the 8-bit DiffServ/ToS field of the IP packet header, that indicates the data traffic Per-Hop Behavior (PHB).

Explicit Authentication Explicit Authentication is an LDAP process where an application prompts users for credentials when they log into a network, then verifies those credentials through a call to the LDAP server.

EA See Extension Assignment

Extension Assignment (EA) Extension Assignment is a ShoreWare user feature that forwards calls to a designated device – either a system IP phone device or a remote telephone connected to the PSTN. Extension Assignment requires administrative authorization.

Failback Failback is the process of restoring a server, system, component, or network to the original, pre-failover state. See failover.

Failover Failover is the action of automatically transferring operations to a redundant or standby server, system, component, or network to continue normal operation after the base device fails. The failover process initiates without human intervention and typically without warning.

Find Me Find Me is a call handling feature that allows callers who are routed to a user's voice mailbox to contact the user at alternate devices by pressing “1” while listening to the voicemail greeting. See Auto Find Me and Announced Find Me.

Global Positioning System The Global Positioning System (GPS) uses a constellation of 24 and 32 satellites that transmit microwave signals to GPS receivers, which they use to determine their current location, the time, and their velocity. GPS usually requires line of sight access between the transmitter and the device.

GPS see Global Positioning System

IM see Instant Messaging

Instant Messaging (IM) Instant Messaging is the real-time transmission of text between at least two parties.

Internet Telephony Service Provider (ITSP) An Internet Telephony Service Provider is a vendor that offers Internet data services for making telephone calls.


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IP Phone Configuration Switch In each ShoreTel installation, one switch is responsible for assigning, to each IP phone, a switch that performs ShoreTel Communicator activities.

IP Phone Failover IP Phone Failover is a ShoreTel feature that continues a voice call after the ShorePhone loses communication with the its ShoreTel Communicator switch.

When IP Phone Failover is implemented, ShorePhones are configured to send a signal to their ShoreGear ShoreTel Communicator switch every four minutes and to expect an acknowledgment from the switch. When a phone does not receive the return signal, it connects to another switch located at the same site.

IP Phone Keep Alive A signal that voice switches send to the IP phones for which they provide ShoreTel Communicator services. The system considers phones that acknowledge the signal as functioning. The signal is also referred to as a heartbeat.

ITSP see Internet Telephony Service Provider

LBS see Location based service.

LDAP see Lightweight Directory Access Protocol.

LDAPExport LDAPExport is a ShoreTel utility that exports AD directory information to a CSV file, whose contents can be imported to a ShoreWare user database. LDAPExport was introduced in ShoreTel to support AD Integration.

Lightweight Directory Access Protocol (LDAP) Lightweight Directory Access Protocol is an application protocol for querying and modifying directory services running over TCP/IP.

LLDP-MED An enhancement to the basic LLDP protocol that addresses the discovery of endpoints by networks supporting LLDP.

Location based service Location based service (LBS) is a component feature that receives data identifying the position of the device in terms of latitude, longitude, and altitude. Data reception methods include GPS access and through Mobile Cell device service transmitters.

MCM location based services does not use altitude to specify the location of the device.

Monitor Extension Extension monitoring is a ShoreTel feature that permits a user to view another user’s extension status and answer inbound or held calls to that extension.

MySQL MySQL is a relational database management system that runs as a server providing multi-user access to a number of databases. MySQL is owned and sponsored by a single for-profit firm, the Swedish company MySQL AB, which is a subsidiary of Sun Microsystems. The project's source code is available under terms of the GNU General Public License, as well as under a variety of proprietary agreements.

MySQL is officially pronounced My S Q L, not My sequel. This adheres to the official ANSI pronunciation.

ODBC The Open Database Connectivity specification provides a standard software API method for using database management systems (DBMS). The designers of ODBC aimed to make it independent of programming languages, database systems, and operating systems.

ODBC Connectors Drivers that provide connectivity to the MySQL server for client programs. There are currently five MySQL Connectors – Connector/ODBC, Connector/NET, Connector/J, Connector/MXJ, Connector/PHP.



Off System Extensions Off System Extensions are ShoreTel extensions that, when dialed, route calls from the trunk group to which they are associated. A ShoreTel system typically uses Off System Extensions to connect with a legacy PBX system.

Office Extension Assignment An Office Extension Assignment is a phone number to which a user’s callers can be routed when the user has enabled Office Anywhere. An OE number can be any system extension or PSTN number that is accessible from the ShoreTel system. Users can define multiple office extensions, of which only one can be active at any time. See Active Office Extension Assignment and Default Office Extension Assignment.

Parking a Call Parking a call places a call on hold on another extension’s call stack.

Per-Hop Behavior Per-Hop behaviors define packet forwarding properties associated with a class of traffic. Different PHBs may be defined to offer low-loss, low-latency forwarding properties or best-effort forwarding properties.

Personalized Call Handling Personalized Call Handling is a ShoreTel feature that defines flexible handling methods for inbound calls. Calls are filtered and managed on the basis of caller identity, time or date or receipt, end user status, and caller identity.

Presence Presence is a feature that identifies and distributes the availability of system users and other personal contacts. ShoreWare defines two types of Presence: IM presence and telephony presence.

Programmable ShoreTel Communicator Toolbar Buttons Programmable Toolbar buttons is a ShoreTel Communicator feature that provides access to ShoreTel call management functions. Each User Interface button is programmed by the administrator to perform a specific function when clicked and contains text that provides function status.

Programmable IP Phone Buttons Programmable IP Phone buttons is a ShorePhone feature that provides access to ShoreTel call management functions. Each button is programmed by the user or administrator to perform a specific function when pushed and contains an LED indicator that displays function status.

QoS A traffic engineering term that refers to resource reservation control by providing different priorities to different applications, users, or data flows to guarantee a performance level for a data flow.

QuickDial Field A QuickDial field is a data entry field requesting contact information for a system user, extension, or external contact. Upon the entry of alphanumeric characters, the field expands vertically to display all possible valid entries, filtered by the input. Users fill the field by selecting one of the options with the cursor.

Real-time Transport Control Protocol (RTCP) Real-time Transport Control Protocol, defined in RFC 3550, is a sister protocol of the Real-time Transport Protocol (RTP) that provides out-of-band control information for an RTP flow. It accompanies RTP in the delivery and packaging of multimedia data, but does not transport any data itself. It is used periodically to transmit control packets to participants in a streaming multimedia session, primarily to provide feedback on the quality of service being provided by RTP media stream.

Real-time Transport Protocol (RTP) Real-time Transport Protocol defines a standardized packet format for delivering audio and video over the Internet. RTP is described by IETF RFC 3550.

RTCP see Real-time Transport Control Protocol.

RTP see Real-time Transport Protocol.


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SDP see Session Description Protocol.

Shared Call Appearance Shared Call Appearances is a ShoreTel client feature that establishes common Bridged Call Appearances between a user (executive) and at least one other user (assistant). A Shared Call Appearance is typically established to allow one or more assistants to manage inbound calls and initiate outbound calls for an executive.

Secure Real-Time Transport Protocol (SRTP) Secure Real-Time Transport Protocol defines a profile for providing encryption, message authentication and integrity, and replay protection to RTP data streams.

Session Description Protocol (SDP) Session Description Protocol is a format for describing streaming media initialization parameters. The IETF published a revised specification as an IETF Proposed Standard as RFC 4566 in July 2006. SDP is intended for describing multimedia communication sessions for the purposes of session announcement, session invitation, and other forms of multimedia session initiation. SDP does not provide the content of the media form itself but simply provides a negotiation between two end points to allow them to agree on a media type and format.

Session Initiated Protocol (SIP) Session Initiation Protocol is a signalling protocol that is typically used for setting up and tearing down multimedia communication sessions including voice and video calls. SIP also supports video conferencing, streaming multimedia distribution, instant messaging, and presence information.

ShoreTel Communicator (client application) ShoreTel Communicator is the ShoreWare client application that manages a user’s calls, voicemail, and personal system settings through a graphical user interface.

ShoreTel Communicator (switch) ShoreTel Communicator is a ShoreGear module that handles MGCP information from the IP phones to which the switch is assigned. This hardware module is not directly related to the ShoreTel Communicator client application.

Single Sign On (SSO) Single Sign On (SSO) is an LDAP process where applications automatically authenticate LDAP users that are logged into the network domain through their current network credentials. Such users logged into the network are not prompted to re-enter their credentials.

SIP see Session Initiated Protocol.

SIP Extensions SIP Extensions are ShoreTel extensions that provide calling services through SIP devices. By default, ShoreTel extensions support MGCP devices.

SIP Trunk A SIP trunk is an ITSP service that supports business VoIP sessions to endpoints outside of an enterprise network through the connection that accesses the Internet.

Site A site is a ShoreWare data structure that is identified by a geographic location and characterized by transmission capabilities, device extensions, and other parameters required by ShoreTel devices. Switches, servers, users, and other ShoreWare entities are associated with a site.

SRTP see Secure Real-Time Transport Protocol.

SSO see Single Sign On.

System Database The ShoreTel system database is the data structure that retains system operational information concerning user accounts, system architecture, switches, servers, sites, and status. Changes made through ShoreWare Director are stored in the system database.



ToS An eight-bit field in the IP Packet Header, previously referred to as Type of Service, that is used to accommodate applications that require real-time data streaming, as specified by RFC 3168. The ToS fields contains a six-bit Differentiated Services Code Point and a two-bit Explicit Congestion Notification field.

Unparking a Call Unparking a call is the retrieval of a parked call to the extension that parked the call.

Waypoint A known location specified by coordinates, associated with a coverage area (radius), and identified by a descriptive label.

Workgroup Workgroups is a ShoreWare entity that performs ACD functions for inbound calls. Calls are routed to a workgroup through an extension which, in turn, routes them to workgroup agents. Each workgroup is assigned an extension, mailbox, and other parameter settings.


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ShoreTel 11.1 Release Notes - 75-146-90-152-utah.hfc...

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