shoretel | syn-apps llc (tpp 10328) - business phone ... · 11.1 12.x shoretel ... id name...

Abstract Syn-Apps brings advanced notification, paging, and communication methods to the ShoreTel Call Manager platform. By integrating with

all ShoreTel XML enabled handsets, Desktop Notification Clients (PC and Mac), IP speakers and clocks, Paging Relays, and Cloud

Services endpoints, SA-Announce significantly enhances and extends ShoreTel’s current notification capability.

Table of Contents Overview ................................................. 1

Features and Benefits ................................ 1

Vendor Overview and Contact ...................... 2

Vendor Product Information ........................ 2

Architecture Overview ............................... 3

Requirements, Certification, and Limitations .. 4

Version Support ........................................ 5

Certification Testing Results Summary ........... 5

Table 1: Test Cases ...................................... 5

Table 2: Basic Feature Test Cases.................... 7

Configuration Overview .............................. 9

ShoreTel Configuration Overview ................. 9

ShoreTel System Settings – General .................. 9

Call Control Settings: ................................... 9

SIP Profiles: ............................................. 11

SIP Servers: ............................................. 12

Switch Settings: Allocating SIP Proxy Ports ....... 14

Site Settings ............................................ 15

Switch Settings – Allocating Ports for SIP Trunks 17

ShoreTel System Settings – Trunk Groups ........ 18

ShoreTel System Settings – Individual Trunks .... 22

Users – Enable Allow Phone API..................... 24

Authorized Server ..................................... 25

Creating a ShoreTel Trunk Group: ................. 26

Create Trunk(s): ....................................... 28

SA-Announce Configuration ........................ 30

SA-Announce Overview ............................. 32

Third Party Troubleshooting ....................... 34

Syn-Apps Technical Support ....................... 35

Document and Software Copyrights.............. 36

Trademarks ............................................ 36

Disclaimer .............................................. 36

Company Information ................................ 36

Overview

This application note describes the configuration and registration setup of Syn-Apps’ SA-Announce and ShoreTel

Director Release 14.2.

Features and Benefits

Send emergency and non-emergency notifications such as live or stored Audio Notifications, Weather Alerts,

AMBER Alerts, Text Messages, and Polls to supported devices.

Notifications can be sent to endpoints such as ShoreTel XML IP Phones, Cloud Services (iOS and Android

smartphones, Instant Messaging clients, SMS clients, and more), Syn-Apps’ Desktop Notification Client, Syn-Apps’

T P P A P P N O T E

TPP: 10328 Date: April 2014

Product: ShoreTel | Syn-Apps LLC System version: ShoreTel 14.2

960 Stewart Drive Sunnyvale, CA 94085 USA Phone +1.408.331.3300 +1.877.80SHORE Fax +1.408.331.3333 www.ShoreTel.com

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Paging Relay, Legacy Paging and Analog Systems, IP Speakers, Clocks, Message Boards, Social Media

accounts, and more. Visit us on the web to learn more about Syn-Apps’ Cloud Services. Users can review

notification group configuration and system user permissions using the SA-Announce Reporting tool. Syn-Apps

Analytics is an optional tool ,which provides users a holistic view of all notification activities – including group

names, associated endpoints, notification initiator, activation date and time, and more. Combining Reporting and

Analytics provides a new level of business intelligence to organizations than ever before. Organizations can now

realize the effectiveness of their notifications, which helps to prepare and improve reaction and resolution strategies

during critical events.

Vendor Overview and Contact

Syn-Apps brings unified communication based emergency and non-emergency notification solutions to

organizations around the globe. Education, Healthcare, Retail, and Corporate entities use Syn-Apps for advanced

critical communication, paging, marketing, and alerting. Founded in 2001 and based in the Phoenix, AZ

metropolitan area, Syn-Apps has enjoyed strong growth and has received numerous industry awards. For more

information, please visit www.syn-apps.com or call 1-866-664-6071.

General sales questions contact your reseller or contact Syn-Apps directly at:

Syn-Apps Sales

866-664-6071

[email protected]

http://www.syn-apps.com/contact-us/

Resellers who want to start selling this solution should contact:

Syn-Apps Sales

866-664-6071

[email protected]

http://www.syn-apps.com/partners/

Vendor Product Information

SA-Announce 9.0.12 user interface for ShoreTel systems:


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Architecture Overview


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Requirements, Certification, and Limitations

Application Server Requirements:

• Microsoft .NET 4.5

• Supported Windows OS:

o Windows 2003 (32 bit) **Note: 2003 is supported, but Cloud Services requires Windows 2008 or higher. Refer to the 2003 KB article for details

o Windows 2008 (32 or 64 bit) o Windows 2008 R2 / Windows 2012 / Windows 2012 R2 (64 bit).

• Supported Microsoft SQL Servers:

o Microsoft SQL Server 2005 / 2008 **Note: Does not support Redundancy or Cloud Services o Microsoft SQL Server 2008 R2 SP1 **Supports all components of SA-Announce

• Microsoft IIS

• 2G of system memory (minimum)

• 10 gigabytes of hard disk space (minimum)

• Recommend Intel Core 2 Duo or above

• G.711 Audio Codec

• Physical or Virtual Server

For full SA-Announce for ShoreTel system requirements, visit the SA-Announce User Manual for ShoreTel.

SA-Announce ShoreTel Supports:

ShoreTel ShoreWare Director®

Release 9 and above.

IP Phone Compatibility: ShoreTel 265 ShoreTel 565 & 565G ShoreTel 655 ShoreTel 560 & 560G** ShoreTel 400 Series Phones (Coming Soon!) **Does not support images

Upgrading Phone Software

In order to ensure ShoreTel IP phones are compatible with all SA-Announce features, the phone firmware must be 03_03_23U or greater. If you are running ShoreTel 9.2 build 14.43.5500.0 (or above), ShoreTel 10.2 build 15.42.3502.0 (or above), ShoreTel 11.1 build 16.23.5602.0 (or above) and all other higher releases you will be required to be run SA-Announce 8.2.13 or above.


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Version Support

Certification Testing Results Summary

Table 1: Test Cases

ID Name Description Results

1.1 Phone API Validation Verify that phones are properly configured to support API commands and display text on LCDs with desired text.

�� Note: PAPI is only supported on IP560, 565, 265, and 655 phones.

1.2 System Synchronization Verify that SA-Announce can properly access the ShoreTel system configuration database.

��

1.3 SIP Trunks and Off System Extensions (OSE)

Verify that SA-Announce answers when dialing an OSE ��

1.4 DTMF Digits (SIP INFO) Verify that SA-Announce properly detects DTMF digits when configured for SIP INFO

��

1.5 DTMF Digits (RFC 2833 / 4733)

Verify that SA-Announce properly detects DTMF digits when configured for RFC 2833 / 4733

��

SA-Announce v. 8.2.13 and above

9.2 �

10.2 �

11.1 �

12.x �

ShoreTel

Release

13.3 �

14.2 �


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ID Name Description Results

1.6 Inbound Calling Verify that SA-Announce can originate a call to the ShoreTel system via SIP Server

�� Note: Need to configure a single SIP Server extension for SA-Announce, it’s not necessary to create multiple entries for each SIP DN on SA-Announce.


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Table 2: Basic Feature Test Cases

ID Name Description Notes

2.0 One to many normal paging group

Verify that SA-Announce answers and relays audio to included endpoints.

�� Note: Source phones can be any devices capable of dialing the SA-Announce SIP DN, this includes SIP endpoints, analog phones or ShoreTel IP Phones.

2.1 Emergency Notification Groups

Verify that the SA-Announce emergency notification displays text and audio on all selected endpoints

Pass Note: IP655 phone only displays text, doesn‟t generate audio. Source phones can be any devices capable of dialing the SA-Announce SIP DN, this includes SIP endpoints, analog phones or ShoreTel IP Phones.

2.2 Emergency Notification Groups with Security Code

Verify that the SA-Announce emergency notification displays text and audio on all selected endpoints

Pass Note: IP655 phone only displays text, doesn‟t generate audio. Source phones can be any devices capable of dialing the SA-Announce SIP DN, this includes SIP endpoints, analog phones or ShoreTel IP phones.

2.3 Ad-Hoc Notification Verify that selected endpoints receive audio notification for on the fly paging.

Pass Note: Call can be originated from any ShoreTel endpoint, the destination phones

2.4 Respond Notification Verify that you can initiate a call to the Respond Notification DN and one of the desired endpoints can “Respond” and successfully establish an end-to-end audio path.

Pass Note: Source and destination endpoints must support PAPI.

2.5 RecordNPlay Notification

Verify that you can call RecordNPlay Notification DN and have the capability to edit the message by pressing *, when complete press # to send. Verify that all desired endpoints receive the message.

Pass Note: Source endpoint can be any ShoreTel endpoint, destination endpoints must support PAPI.

2.6 Holler Notification Groups

Verify that a two-way intercom session can be established between two ShoreTel PAPI enabled endpoints.

Pass Note: Source and destination endpoints must support PAPI.

2.7 Text Message Verify that ShoreTel endpoints receive and properly display text messages from SA-Announce

Pass Note: Destination endpoints must support PAPI.

2.8 Text message with poll option

Verify that ShoreTel endpoints receive and properly display text messages from SA-Announce and are able to select a response option.

Pass Note: Destination endpoints must support PAPI.


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ID Name Description Notes

2.9 Scheduled Broadcasts

Verify that the ShoreTel endpoints receive and properly display notification and generate audio properly for Scheduled Broadcasts from SA-Announce.

Pass

2.10 AMBER Alert Delivery

Verify that ShoreTel endpoints receive Amber Alert text and graphics (where applicable) for Amber Alerts.

Pass

2.11 Weather Alert Delivery

Verify that ShoreTel endpoints receive Weather Alert text and graphics (where applicable) for National Weather Service issued alerts.

Pass

2.12 Facebook & Twitter Notifications

Verify that Emergency Alert Notifications are delivered to Facebook, Twitter and ShoreTel endpoints.

Pass Note: Must configure Facebook and Twitter integration.

2.13 Desktop Notification Client

Verify that SA-Announce Desktop Notification Client works properly in conjunction with the ShoreTel Communicator client.

Pass Note: ShoreTel Communicator does not display any information when the ShoreTel phones receive any notifications.

2.14 Do Not Disturb (DND)

Verify the ShoreTel endpoints can receive alerts / notifications when they are in DND mode.

Pass

2.15 ShoreTel IP Phones that support Phone API

Verify that ShoreTel IP265, 560, 560-G, 565, and 655 properly display text and audio being sent from SA-Announce.

Pass

2.16 Syn-Apps Mobile client

Verify that users can send text messages and activate SA-Announce notification groups from Syn-Apps mobile client.

Pass


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Configuration Overview

The following sections describe how to configure Syn-Apps’ SA-Announce with ShoreTel systems.

ShoreTel Configuration Overview

ShoreTel System Settings – General

To begin, users must configure general ShoreTel system settings. These configuration settings include: Call Control, SIP Profiles, SIP Servers, Switch Settings, and Site Settings.

Call Control Settings:

Users should start by configuring the ShoreWare Director Call Control Options. To do so, log into ShoreWare Director and navigate to Administration >> Call Control >> Options. A new window will appear displaying the Call Control Options screen, as shown below:

Administration >> Call Control >> Options screen

NOTE: As of ShoreTel Release 8, the parameter Always Use Port 5004 is disabled (unchecked) by default. The parameter Always Use Port 5004 will appear if an upgrade to ShoreTel Release 8 (and above) from a previous release lower than ShoreTel Release 8 was performed. Therefore, the following Call Control Options are not required if running on ShoreTel Release 8 and above. Configure the following parameters in the Call Control Options screen:

1. Disabling the parameter “Always Use Port 5004 for RTP” is required for implementing SIP on the ShoreTel system. For SIP configurations, Dynamic User Datagram Protocol (UDP) must be used for RTP Traffic. If the parameter is disabled, Media Gateway Control Protocol (MGCP) will no longer use UDP port 5004; MGCP and SIP traffic will use dynamic UDP ports. See the screenshot below.


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Call Control Options screen - Use Port 5004 – Note: Only available on releases prior to ShoreTel 8.

2. Once this parameter is disabled (unchecked), make sure that “everything” (IP Phones, ShoreGear® Switches, ShoreWare Server, Distributed Voice Mail Servers / Remote Servers, Conference Bridges and Contact Centers) is “fully” rebooted – this is a “one time only” item. By not performing a full system reboot, one-way audio will probably occur during initial testing.


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SIP Profiles:

Next, users need to configure SIP Profiles.

1. Navigate to ShoreTel ShoreWare Director and select Administration >> SIP Servers >> SIP Profiles.

2. Click the New button to create a new SIP Profile. A new screen, Edit SIP Server Profile, will open.

Administration >> SIP Servers >> SIP Profiles – Click the New button to create a new SIP Profile

3. Enter the following information to create a new SIP Profile:

a. Name: The title by which ShoreWare Director refers to the profile.

b. User Agent: This is the expression ShoreWare Director uses to identify devices covered by the

profile. The User Agent is not used by the SIP Servers. The profile cannot be saved without a

value, so users should define it as ‘ .* ’ (without the single quotes. It should be a period followed

by an asterisk).

c. Priority: This is the parameter that lists the profile status. The default is 100. There is no need to

modify this parameter.

d. Enabled: This checkbox controls whether or not the profile is available for use. By default, this

setting is not enabled (not checked). Be sure to enable this option.

e. System Parameters: This field lists the device characteristics and default settings.

….Continued on the next page.


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f. Custom Parameters: The content of this field lists additional device settings or overwrites default

settings listed in the System Parameters field. No custom parameters are required.

Administration >> SIP Servers >> SIP Profile – Configuring a new SIP Profile

4. Click the Save button to save changes.

SIP Servers:

Next, users must configure settings for SIP Servers.

1. Navigate to ShoreTel ShoreWare Director and select Administration >> SIP Servers >> SIP Servers.

2. Click the New button to create a new SIP Server. A new screen, SIP Server Info, will open.

3. Enter the following SIP Server information to create a new SIP Server.

a. Name: Provide a descriptive name for the Server.

b. Site: Select the appropriate site location.

c. Protocol: Select UDP.

d. Host (Name / Address /Domain): Enter the IP address of the SA-Announce server.

e. Override Default Port: Leave blank.

f. Allow Fax Redirect to this Server: Leave blank.

g. Allow External Voice Mail for Extension-Only User: Leave blank.

h. Extension: The system automatically assigns the next available extension, however, users can

define another unused extension.


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i. Assigned User Group: Assign an appropriate user group that has access to the necessary

trunks. The “Executives” user group is selected for this example.

j. SIP Profile: Enter the SIP profile created in the previous step (Administration >> SIP Servers

>> SIP Profiles)

k. Digest Authentication: Leave this as <None>.

l. User ID: Leave blank.

m. Password: Leave blank.

Administration >> SIP Servers >> SIP Servers >> SIP Server Info

4. Click the Save button to store changes.


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Switch Settings: Allocating SIP Proxy Ports

Next, users allocate SIP Proxy Ports in ShoreWare Director.

1. Navigate to Administration >> Platform Hardware… >> Voice Switches / Service Appliances … >> Primary. The Primary Switches page will open.

Administration >> Platform Hardware... >> Voice Switches / Service Appliances… >> Primary

2. Select the Name of the switch to configure by clicking directly on a Name in the Name column.

3. The Edit ShoreGear [NAME] Switch page will open.

a. Define one of the Port Type settings from the available ports to 100 SIP Proxy.

Editing the ShoreGear Switch

b. Click the Save button to save changes.


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Note: If the selected ShoreGear switch has built-in capacity, (such as ShoreGear 50/90/220T1/E1, etc). for the IP

phones and SIP trunks, users can remove 5 ports from the total number available to provide the 100 SIP Proxy

configuration as necessary.

Note: Every 5 ports removed from the total available results in “100 SIP Proxy” ports being made available. One

dedicated ShoreGear 120 switch can act as a proxy for the entire site and support up to 2,400 SIP phones.

Site Settings

Next, users must configure the Site Administration settings.

1. Navigate to ShoreWare Director >> Administration >> Sites

2. Select the name of a site to configure by clicking on the site name in the Site column. The Edit Site page

will open.


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3. Scroll down to the SIP Proxy parameters.

Administration >> Sites >> Edit Site >> SIP Proxy

Note: This page may be used to configure two ShoreGear switches as the SIP proxy servers for redundancy and

reliability purposes. The Virtual IP Address parameter is a configuration available with ShoreTel 8 and above. This

virtual IP Address is an IP address that can be moved to a different switch during a failure. For each site that

supports SIP extensions, one Virtual IP Address is defined that acts as the SIP Proxy for the site. This IP address

must be unique and static.

The ShoreTel server assigns this Virtual IP Address to the ShoreGear switch that is configured as the SIP proxy

for the site. Two ShoreGear switches can be configured as SIP proxy servers for redundancy and reliability

purposes. If the primary proxy server goes down, the second proxy switch will take over the Virtual IP Address. Due

to this Virtual IP address mechanism, SIP phones will not know if the proxy switch goes off-line.

Note: If Virtual IP Addresses are not defined, users can only define one proxy switch. This does not allow for any

redundancy or failover capabilities. The switches available in the Proxy Switch 1 & Proxy Switch 2 are displayed

only if proxy resources have been enabled on the switch.


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Switch Settings – Allocating Ports for SIP Trunks

1. Navigate to Administration >> Platform Hardware… >> Voice Switches / Service Appliances … >> Primary in ShoreWare Director.

Administration >> Platform Hardware... >> Voice Switches / Service Appliances… >> Primary

2. Select the Name of the switch to configure by clicking directly on a Name in the Name column.

3. The Edit ShoreGear [NAME] Switch page will open.

4. Select the desired number of SIP trunks from the ports available. Each port designated as a SIP trunk port type supports 5 individual SIP trunks.

Edit SIP Trunk >> ShoreGear Ports


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ShoreTel System Settings – Trunk Groups

ShoreTel trunk groups only support Static IP Addresses for Individual Trunks.

1. Change the settings for trunk groups by navigating to Administration >> Trunks >> Trunk Groups in

ShoreWare Director.

2. Use the dropdown menus in the Trunk Groups page to select a desired Site. Choose SIP from the trunk

type dropdown menu.

3. Click Go. The Edit SIP Trunk Group page will open.

Administration >> Trunks >> Trunk Groups

4. Use the Edit SIP Trunk Group to configure the following:

a. Name: Provide a descriptive name for the Trunk Group. SAA Trunk Group headquarters is used

in the example.

b. Enable SIP Info for G.711 DTMF Signaling: Enable this checkbox.

c. Profile: Select System_Trunk or another desired profile.

d. Digest Authentication: Select <None> and leave the User ID and Password blank.

Edit Trunk Groups Settings

5. Next, configure the Inbound Settings in the Edit SIP Trunks Group page:


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a. Number of Digits from CO: Enter a valid number, such as 3. SA-Announce does not use this

setting.

b. If enabled, deselect DNIS, DID, & Extensions.

c. Select Tandem Trunking and select the User Group that contains the analog paging system

lines, (if applicable). The Prepend Dial in Prefix should be left blank. These settings are used by

SA-Announce to connect to an analog line of your ShoreTel system to dial existing analog paging

systems.

d. Destination: Select a default destination for call routing. Any destination can be configured.

Inbound Settings

Within the Inbound Settings, the Number of Digits from CO should match the systems extension

length. It is not necessary to enable the DNIS or DID parameters, as they are not required. Ensure

the Extension and Tandem Trunking checkboxes are selected. For additional information on these

parameters, refer to the ShoreTel Planning and Installation Guide.

6. Next, configure the Outbound & Trunk Services Settings in the Edit SIP Trunks Group page.

a. Select the Outbound checkbox.

b. Specify a Trunk Access Code and Local Area Code, as appropriate.

c. Most of the Trunk Services settings do not need to be enabled, as access to the SA-Announce

server will be via Off System Extensions (OSE’s).


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i. The Caller ID not blocked by default parameter should be enabled (checked). This

parameter determines if the call is sent out as <unknown> or with caller information.

Outbound & Trunk Services Settings

7. Next, configure the Trunk Manipulation settings:

a. Users must define the Off System Extensions (OSE), but settings must be saved prior to

configuring OSEs.

b. Click the Save button to save changes.

c. Users will be prompted to give all User Groups access to the newly created trunk groups. It is not

necessary to grant access, as connectivity is via Off System Extension. Click Cancel.

Cancel Access to all User Groups

d. After changes have been saved, the Off System Extension can be defined. Using the OSE allows users to dial notification groups as if they were calling another phone on the ShoreTel system. This can be any extension that is not currently in use on the ShoreTel system.

e. Click the Edit button to the right of Off System Extension. A new window will appear displaying the Off System ranges.


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f. Click the New button to open the New Range page.

g. Define a single extension range within your ShoreTel PBX extensions. The range must match

the extension range of the notification groups defined on the SA-Announce server.

h. Click OK. This completes the settings needed to set up the trunk groups on the ShoreTel system.

Note: Each individual Off System Extension will be a notification group destination. Be sure to add sufficient OSE range to cover all of the notification groups defined on the SA-Announce server.


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ShoreTel System Settings – Individual Trunks

This section covers configuration of individual trunks. Administration >> Trunks >> Individual Trunks

Note: In order to create a SIP Trunk, a SIP Trunk Group must have been previously created. See the introduction

and SIP Trunk Groups sections above for more information, or visit the SA-Announce User Manual for

ShoreTel systems >> System Requirements >> ShoreTel ShoreWare Director Section.

1. Go to ShoreWare Director.

2. Navigate to Administration >> Trunks >> Individual Trunks and add a new SIP Trunk.

3. Select the Desired Site using the Add New Trunk at Site dropdown list.

4. Select a trunk from the Trunk Group dropdown list.

5. Click Go.

6. Select a specific Trunk by clicking on a trunk in the Name column.

7. To configure a new Trunk, click the New button. Configure the Individual Trunk with the following values:


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1. Name: Enter a descriptive name for the Trunk Group, such as SA HQ. It is recommended to

name the individual trunks the same as the name of the Trunk Group, so users can easily track

the trunk type(s).

2. Switch: Select an available ShoreGear switch. This should be a switch that is configured for the

site of the Trunk Group.

3. IP Address: Enter the IP Address of the SA-Announce Server.

4. Number of Trunks: Enter the number the desired number of trunks. A trunk will be required for

each notification group that you would like to call concurrently. For example, if 10 is configured,

then 10 audio paths can be set up at one time. A trunk is required for each SA-Announce

notification group that is called concurrently.

5. Press the Save button.

ShoreTel Director >> Administration >> Trunks >> Individual Trunks >> Edit SIP Trunk


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Users – Enable Allow Phone API

In order for an IP Phone to receive notifications, the associated user account must have the Allow Phone

API checkbox enabled. If this setting is not enabled, the IP phone will not be able to receive any

notifications.

1. Navigate to ShoreWare Director >> Administration >> Users >> Individual Users >> section to

set individual user settings.

2. Select a user from the Individual Users list by clicking on a user listed in the First Name column.

ShoreTel Director >> Administration >> Users >> Individual Users

3. The Edit User page will open. Scross down to the Allow Phone API section.

4. Enable the Allow Phone API checkbox. Every associated user account must have this setting

enabled for ShoreTel IP phones to receive SA-Announce notifications. If it is not enabled, IP phones

will not be able to receive notifications.

ShoreTel Director >> Administration >> Users>> Individual Users >> (Edit User >> Enable Phone API checkbox)


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Authorized Server

Trusted server entries must be entered in the custom text file for each IP phone model. Locate the custom

files in the ShoreWare Server in: C:\Inetpub\ftproot

Custom Text File for IP phones

Place the following entry on a separate line:

Trusted Servers <SA-Announce Server IP Address>

Trusted Server (SA-Announce Server IP Address)

SIP Trunks - In order to dial SA-Announce notification groups, SIP Trunks must be created and configured

on the ShoreTel system via ShoreWare Director. SIP Trunks will also be utilized for calling analog paging

systems. Trunks cannot be used for inter-site calls. Each site will need to have its own Trunk Group

configured with at least one SIP Trunk, or as many trunks as the desired amount of simultaneous calls to the

SA-Announce Server. Example: If there are two trunks in a trunk group for a specific site, then users can call

two groups at the same time.

Note: Allocating SIP Trunk ports on ShoreGear switches also requires valid ShoreTel SIP Trunk licenses. Contact your ShoreTel representative for details.


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Creating a ShoreTel Trunk Group:

1. Go to ShoreWare Director. Login with appropriate credentials.

2. Navigate to Administration >> Trunks >> Trunk Groups and add a new SIP Trunk Group. From the

dropdown menus on the Trunk Groups screen, select the desired Trunk Group at Site and select SIP as

the trunk Type to configure. Then click the Go link.

ShoreWare Director >> Administration >> Trunks >> Trunk Groups

3. The Edit SIP Trunk Group screen will appear for the Trunk Group you just created. Configure the Trunk

Group with the following values:

1. Name: Enter a descriptive name for the Trunk Group, such as SA-Announce for Headquarters

2. Select Enable SIP Info for G.711 DTMF Signaling

3. Profile: Select System Trunk or other desired profile **Note: SIP Profile must be established first

(ShoreTel Director >> Administration >> Trunks >> SIP Profiles)

4. Digest Authentication: Select <None> and leave the User ID and Password blank

4. Inbound Settings:

1. Number of Digits from CO: Enter any valid number, such as 3. SA-Announce does not use this

setting.

2. Deselect DNIS, and DID. Leave Extension disabled.

3. Select Tandem Trunking and Select the User Group that contains the analog paging system

lines, if applicable. The Prepend Dial in Prefix: setting should be blank. These settings are used by

SA-Announce to connect to an analog line of your ShoreTel system to dial existing analog paging

system.

4. Destination: Select a default destination for call routing. Any destination can be configured.

5. Select Outbound:

1. Deselect the following Trunk Access Code Services: Local, Long Distance, International, n11,

Emergency, Easily Recognizable Codes (ERC), Explicit Carrier Selection, and Operator

Assisted.


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2. Verify Caller ID not blocked by default is enabled.

6. Trunk Digit Manipulation: Deselect Remove leading 1 from 1+10D, Remove leading 1 for Local Area

Codes, Dial 7 digits for Local Area Code, and Dial in E.164 Format.

7. Select <None> or leave blank the following settings: Local Prefixes, Prepend Dial Out Prefix, and Translation Table.

ShoreWare Director >> Administration >> Trunks >> (Editing) Trunk Groups


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Create Trunk(s):

SIP Trunk Group(s): In order to create a SIP Trunk, a SIP Trunk Group must have been previously created. See

the introduction and SIP Trunk Groups sections above for more information, or visit the SA-Announce User

Manual for ShoreTel systems >> System Requirements >> ShoreTel ShoreWare Director Section.

1. Go to ShoreWare Director.

2. Navigate to Trunks >> Individual Trunks and add a new SIP Trunk. This can be accomplished by

selecting the Desired Site and Trunk Group.

ShoreWare Director >> Administration >> Trunks >> Individual Trunks

3. Configure the Individual Trunk with the following values:

a) Name: Enter a descriptive name for the Trunk Group, such as SA HQ.

b) Switch: Select an available ShoreGear switch. This should be a switch that is configured for the

site of the Trunk Group.

c) IP Address: Enter the IP Address of the SA-Announce Server.

d) Number of Trunks: Enter the number the desired number of trunks. A trunk will be required for

each notification group that you would like to call concurrently.

e) Press the Save button.

ShoreTel Director >> Administration >> Trunks >> Individual Trunks >> Edit SIP Trunk


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Trunks can be configured in two ways for dialing to the SA-Announce server:

1. The first method is to use a Trunk Access Code before dialing a notification group. Example: Group

number is 800 and trunk access code is 2. 2800 must be dialed to access the notification group.

2. The second method is to use Off System Extensions, which will allow direct dialing of the

notification group. Working with the previous example, accessing the group now requires dialing 800,

instead of 2800.

Using Off System Extensions allows users to dial notification groups as if there were calling another phone

on the ShoreTel system. The following instructions will provide the information you will need to set up Off

System Extensions.

1. In order to configure Off System Extensions, trunks must first be setup. See the SIP Trunk Groups and

SIP Trunks tabs.

2. Navigate to ShoreWare Director.

3. Navigate to Trunks >> Trunk Groups and select the desired Trunk Group.

4. In the Trunk Groups >> Edit SIP Trunk Group page navigate to the Off System Extensions settings and

press the Edit button.

5. Press the New button to add a new range of extensions.

6. Add a range using an available group of Extensions. Prefix the first and last range with the site code of the

site that is configured for this Trunk Group. Example 333-800 to 333-899.

7. Press OK on each edit box and then Save the Trunk Group settings.

8. On the SA-Announce user interface, navigate to the Services >> Broadcast Services >> Settings page.

9. Check the Off System Extensions setting and then press the Save button. Note: You must restart the

SA-Announce service immediately after making this change or else your groups may not be accessible.

Edit Trunk Group >> Off System Extension


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NOTE: Holler-RP groups will always require the trunk access code in order to be reached regardless of

whether Off System Extensions is configured. No additional configuration is required, but due to dial plan

restrictions, Holler-RP groups cannot be called without a trunk access code.

SA-Announce Configuration

Refer to the SA-Announce user manual for ShoreTel systems for comprehensive details. The following

sections are setup requirements specific to the SA-Announce for ShoreTel system.

Installation and Configuration:

Navigate to the Installation Procedure section for SA-Announce installation instructions. Navigate to the

Configuration section for SA-Announce configuration instructions.

Application Server Configuration:

Refer to the SA-Announce user manual for ShoreTel systems. Navigate to System Requirements >>

Application Server Requirements to configure Windows Server 2003, 2008, or 2012.

Network Requirements - Firewall requirements/port usage:

Port Description

SA-Announce to ShoreWare Director Protocol Description

5060 UDP – SIP

3306, 4308 TCP – MySQL – 3306 (ShoreTel v9), 4308 (ShoreTel v10+)

20480 – 32767 UDP – RTP

2748 TCP – TAPI

SA-Announce to IP Phones

80 TCP – HTTP

20480 – 32767 UDP - RTP – unicast and multicast

IP Phones to SA-Announce Server

80 TCP – HTTP

20480 – 32767 UDP – RTP – unicast and multicast

SA-Announce to IP Speakers and Paging Relays

80 TCP – HTTP

6789 UDP – SynApps IP device protocol

20480 – 32767 UDP – RTP – unicast and multicast

Multicast Requirements: If users choose to use multicast, which is strongly suggested with over 100 endpoints, then multicast must be enabled on the network. All interfaces between the SA-Announce server and the destination endpoints need to have IP PIM enabled. The switches should have IGMP/CGMP enabled. If the entire network cannot be multicast enabled, or enabling multicast would require a large or recurring investment, the Syn-Apps Paging Relay should be deployed at the remote site. This allows SA-Announce to send a single unicast stream over the WAN connection. The Paging Relay converts the unicast stream into a multicast stream at the remote site. See SA-Announce User Manual for ShoreTel systems or contact Syn-Apps Sales for more information. Refer to your network support or your telephony partner for the best


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approach for implementing multicast on your network.

Service Configuration Options: Navigate to SA-Announce >> Services >> Broadcast Services >> Settings.

The Settings tab allows adjustment of the general system settings and contains the following service parameters:

Setting Name Default Description

Application Server Site Default Select the site where the SA-Announce server resides. This is used for the broadcaster to determine a local broadcast versus an inter-site broadcast.

Servers authorized to use the SA-Announce API

Enter the IP addresses of servers authorized to access the SA-Announce API in a comma delimited list. Check the Allow all servers checkbox to allow all servers access.

Page group busy if External Phone busy

Unchecked When enabled, SA-Announce will notify the page initiator that the external dialer is busy and the page will end.

DND in Use When enabled, phones with disabled ringers will not be paged. Check the DND in Use checkbox to enable this feature.

All Busy Detect Unchecked When enabled, the caller will be notified if all destinations of the group are busy.

Multicast Only Unchecked

When enabled, do not allow unicast notifications. This was a useful setting when phone sourced multicast was the default streaming model. With the newer server sourced model, the broadcaster does not need to fail-over to unicast when a non-IP phone dials a live notification group.

Off System Extensions Unchecked

Dial notification groups without using a trunk access code. This requires off system extension setup on ShoreTel. See ShoreTel System Settings - Trunk Groups for details. When this setting is on, notification groups will have a Site associated with them so the SIP address becomes Site Code + Line Number.

Services >> Broadcast Services >> Settings


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SA-Announce Overview

After meeting the above requirements, run the SA-Announce installer package on the target application server.

When the configuration completes a web page will load with a quick start guide for configuring the ShoreTel and

SA-Announce systems to work together. The quick start guide will present most of the information in the ShoreTel

Configuration section of this document as well as the following information. Follow the steps below to create an SA-

Announce notification group:

1. Go to the Groups >> Create / Edit Groups page in your SA-Announce user interface.

SA-Announce UI: Create/Edit Groups tab

2. Click on the New Group button.

3. Configure the group:

a. Enter a descriptive group name in the Group Name field.

b. Select a group type from the Group Type field. Normal (group) is selected by default; this is a

one-way live audio notification.

c. Enter a group phone number in the Line Number field (this is the number you will dial to activate

the group).

d. Opening Tone: Select a tone to play when the group is activated, the default selection None

plays no audio.

e. Security Code: To secure the group with a DTMF security code select this option and enter the

desired code.


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f. Send Caller-ID: To send the Caller-ID of the caller to the group members that support text select

this option.

g. Emergency: To send this notification with a high priority, (interrupts non-emergency notifications),

select the Emergency option.

h. Click on the Email tab and enter emails that should be sent when the group is called.

i. Click on the IP Phones tab and select phones that should be activated when the group is called.

j. Click on the Desktop Clients tab and select desktop clients that should be activated when the

notification group is called.

k. Click on the Cloud Services tab to configure available Cloud Services modules with a notification

group.

l. Click on the External tab to integrate analog overhead paging systems into the group.

m. Click on the IP Speakers tab and select IP speakers that should be activated when the group is

called.

n. Click on the Paging Relays tab and select Paging Relay members for the group.

o. Click on the Legacy IP tab to manage legacy IP speakers with notification groups.

p. Click Add Group to finalize the group creation process.

The notification group is now active. For descriptions of the notification group types further detail on advanced setup of the SA-Announce notification system, please view the SA-Announce user manual for ShoreTel systems. If the ShoreTel trunk configuration has been completed as described in the ShoreTel configuration section, as noted above, users should be able to dial and activate the notification group, verify the audio is being received by the endpoints previously added to the group.

1. Verify the service is running at the Services >> Broadcast Services page.

Services >> Broadcast Services tab


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Third Party Troubleshooting

Basic troubleshooting can be done using the various SA-Announce log files. You can access them from the SA-Announce web interface at Services >> Broadcast Services >> Log Level. In addition, refer to the SA-Announce user manual for ShoreTel systems >> Troubleshooting Guide section for troubleshooting procedures.

Services >> Log Level tab


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Syn-Apps Technical Support

Use the Help >> Request Support >> Prepare Report page in the SA-Announce user interface to issue a new trouble ticket. FTP the pertinent log files to Syn-Apps and open a new trouble ticket. To escalate a support case, call the SynApps Support team at (866) 664-6071 (option 2 for Support), or send an email to [email protected].

Help >> Prepare Report


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Document and Software Copyrights

Copyright © 2010 by ShoreTel, Inc., Sunnyvale, California, U.S.A. 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 Communications, 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

The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc.

in the United States and/or other countries. ShorePhone 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.

Disclaimer

To be “ShoreTel Certified” means that Technology Partner's product will interoperate with the ShoreTel system, but ShoreTel

does not certify that the features or functionality of Technology Partner's product will perform as specified by Technology Partner

nor that Technology Partner's product will meet your specific application needs or requirements. To inter-operate means that

Technology Partner's product is able to exchange, use and share information with the ShoreTel system. The information

contained within this document is accurate at the time the testing. ShoreTel and TPP member’s software/hardware and screen

shots may change and therefore no longer be applicable.

Company Information

ShoreTel, Inc.

960 Stewart Drive

Sunnyvale, California 94085 USA

+1.408.331.3300

+1.408.331.3333 fax

shoretel | syn-apps llc (tpp 10328) - business phone ... · 11.1 12.x shoretel ... id name...

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