vendor configuration guide - shoretel pre shoretel ip pbx configuration activity ... customer...

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Configuration Guide

For Use with Orange BTIP/BT

(Direct Connectivity to Virtual & Physical ShoreTel Appliances)

Version 9

March 29th 2016

T e c h C o n n e c t A p p N o t e

TC-16029 Date: March 2016

Product: ShoreTel | Orange BTIP/BT System version: ShoreTel 14.2

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ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces. The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution.

TABLE OF CONTENTS 1 Introduction ............................................................................................................................. 3

1.1 Description of the Orange Service .............................................................................. 3 1.2 Pre ShoreTel IP PBX Configuration Activity ................................................................ 3 1.3 Customer Questions ................................................................................................... 4 1.4 Trouble Reporting ....................................................................................................... 4 1.5 Document Feedback................................................................................................... 4 1.6 Document Change History .......................................................................................... 5

2 Version Information ................................................................................................................ 5 3 Special Notes .......................................................................................................................... 6

3.1 Emergency 911/E911 Services Limitations and Restrictions ....................................... 6 3.2 Fax Support ................................................................................................................ 7 3.3 Test Environment ....................................................................................................... 7 3.4 ShoreTel IP Handset Support ..................................................................................... 8 3.5 Unsupported Features and Limitations ....................................................................... 9

3.5.1 ShoreTel SIP Unsupported Features .................................................................. 9 3.5.2 Features Out of Scope for this Interop ...............................................................10 3.5.3 Unsupported Features .......................................................................................10 3.5.4 Feature Warnings ..............................................................................................11

4 Configuration Component Overview .................................................................................... 12 5 Configuration Guide ............................................................................................................. 14

5.1 ShoreTel Configuration ..............................................................................................14 5.2 Login to ShoreTel Director .........................................................................................14 5.3 ShoreTel System Settings – General .........................................................................14 5.4 Call Control Settings ..................................................................................................14 5.5 Codec Lists ................................................................................................................17 5.6 Sites Settings ............................................................................................................18 5.7 Sites Edit screen – Admission Control Bandwidth ......................................................19 5.8 Sites Edit screen – Intra / Inter-Site Calls ...................................................................19 5.9 Switch Settings - Allocating Ports for SIP Trunks .......................................................19 5.10 ShoreTel System Settings – SIP Trunk Profile ...........................................................20 5.11 ShoreTel System Settings – Trunk Groups ................................................................22 5.12 Custom Dial Plan Configuration .................................................................................26 5.13 ShoreTel System Settings – Individual Trunks ...........................................................27 5.14 ShoreTel System Settings – Trusted IP Ranges ........................................................29 5.15 ShoreTel Technical Support ......................................................................................31

6 Document and Software Copyrights ..................................................................................... 31 7 Trademarks ........................................................................................................................... 31 8 Disclaimer ............................................................................................................................. 32

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1 Introduction

1.1 Description of the Orange Service

Orange Business Services is a global telecommunications operator and IT services company.

Our 20,000 employees support companies, local government bodies and public sector

organizations in every aspect of their digital transformation.

Business Talk is the global fixed voice service offer for Multi-National Companies (MNC)

relying on our state of the art IP network. It allows all sites of an MNC to effectively

communicate with each other (intra-company communications called on-net) and the outside

world (off-net communications) at competitive tariffs regardless of their location and access

technology.

Business Talk is designed for customer sites equipped with either traditional PBX systems or IP

PBX systems; offering direct access (TDM or IP) or indirect (carrier selection) to our network.

Business Talk offering enables calls to the PSTN network, landlines and mobiles, from any

customer site connected to our voice network in 150+ countries and territories, i.e. calls to

local, national and international fixed & mobile destinations. Calls actually supported depend

on local regulations and the service capabilities may differ from one country to another.

Business Talk offers an enhanced telephony service: calls to non-geographical destinations,

access to emergency and other short code services (e.g. directory assistance), DID numbering

resources allocation including number portability are supported.

BTIP (Business Talk IP) is the extension of the BT (Business Talk) offer dedicated to the French

market.

It is worth noting that, in addition to ShoreTel’s Innovation Network validation process, ShoreTel have also gained certification through the Orange VISIT validation process.

1.2 Pre ShoreTel IP PBX Configuration Activity

This guide assumes that the administrator is knowledgeable in configuring and administering the ShoreTel IP PBX. An important tool that administrators should have at their disposal prior to testing their ShoreTel IP PBX with Orange BTIP is a network protocol analyzer. Such software can be used to run traces on problem calls so the information can be shared with equipment and network engineers. There is a free version of such software that can be obtained at http://www.wireshark.org/. A second alternative that customers may use is TCPDUMP which can be found on most UNIX and Linux systems. To use this software the customer should have Wireshark or TCPDUMP loaded on a server that is connected to a LAN switch or hub that can monitor both the signaling and media packets on any calls between the customer PBX and the BTIP service. Please note, however, that ShoreTel and Orange do not offer, warrant, or support this software, and any use of the Wireshark or TCPDUMP software is entirely at the customer’s own risk.

http://www.wireshark.org/

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1.3 Customer Questions

Section 5 of this guide provides screen shots and instructions for the configuration of the ShoreTel IP PBX. Should you have questions regarding these instructions, please call ShoreTel at 1-800-742-2348. When calling this number please have the following information available:

Company Name

Company Location

Administrator Name & phone number

ShoreTel release and build number

Customer Configuration Guide - Issue number & date

1.4 Trouble Reporting

In the event that you experience problems with the ShoreTel system you may contact ShoreTel Technical Assistance Centre at +1 (800) 742-2348 (Toll Free) or +1 (408) 331-3313 (International). A support contract must be in place before any assistance will be provided, for contract / account questions please send an email to [email protected].

In case of an interoperability issue where the suspected source is the BTIP/BT infrastructure, the client (or system integrator) may request assistance from the Orange hot line number that will have been provided as part of the service provisioning following acceptance tests that validate the connection of the customer sites to BTIP/BT.

ShoreTel and Orange will make every effort to quickly resolve reported troubles. The time required for trouble shooting can be reduced if the customer has the necessary detailed information available when reporting a problem. Prior to reporting a problem please provide a wireshark or TCPDUMP trace of the failed call.

1.5 Document Feedback

ShoreTel IP PBX administrators who would like to provide feedback on the contents of this document should send it to [email protected].

mailto:[email protected]

mailto:[email protected]

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1.6 Document Change History

Version 1 Issue 1 25/11/2015; Initial draft submitted for review

Version 2 Issue 1 24/12/2015; Minor changes following peer review

Version 3 Issue 1 11/01/2016; Emergency Services statement and minor changes



Version 6 Issue 1 26/02/2016; Changes to codec support and custom dial plan entries

Version 7 Issue 1 01/03/2016; Added section 1.4 support information for Orange

Version 8 Issue 1 04/03/2016; Added note informing of GA18 containing the CaC fix

Version 9 Issue 1 29/03/2016; Renumbered incorrect diagrams, added section for Trusted IP ranges

2 Version Information

Orange

Business Talk IP (BTIP)

Business Talk (BT)

Sh

ore

Tel

Rele

ase

14.2 Build

19.46.1802.0

Following are screen shots of the versions of ShoreTel utilized for testing interoperability with Orange BTIP/BT.

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Figure 1 – ShoreTel Director Login Page

3 Special Notes

3.1 Emergency 911/E911 Services Limitations and Restrictions

Static Emergency Services. BTIP/BT Local Voice Services support access to local emergency services or local public safety access point (PSAP) from any Customer Location that is connected to the Orange Voice Network (“Static Emergency Services”). To enable the local emergency services dispatch centre or the PSAP to locate the origin of the calls properly and to enable Orange to route the call to the nearest emergency services dispatch center or local PSAP, the Customer shall ensure that the CLID/ANI presented to the Orange Voice Network corresponds to the actual physical address from which the call originates. By using the Business Talk Local Voice Services, the Customer warrants that the Customer Location address and associated CLID/ANIs are complete and accurate. The Customer acknowledges and agrees that the Static Emergency Services may not function correctly or at all, and that Orange will not be responsible or liable therefor, in the event of: User’s failure to enter accurate calling location data, an Orange Network outage, Orange Network congestion, Customer's network failure, misconfiguration of Customer’s network, equipment malfunctions, power outages, an emergency or PSAP failure, Force Majeure Event, etc. The Customer acknowledges that the Customer and its Users are responsible to inform their end users and guests on their premises of the limitations and requirements of this type of service.

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Nomadic Emergency Services. In those countries where permitted by local regulation and offered by Orange, the Business Talk Local Voice Services support access to local emergency services or PSAP from any Location subscribed to the Service (e.g., fixed public Internet access point, fixed personal Internet access point, etc.) (“Nomadic Emergency Services”). To enable the emergency services dispatch centre or the PSAP to locate the origin of the calls properly and to enable Orange to route the call to the nearest emergency services dispatch center or local PSAP, the Customer shall ensure that the CLID/ANI presented to the Orange Voice Network corresponds to the actual physical address from which the call originates. By using the Business Talk Local Services, the Customer warrants that the Location address and associated CLID/ANI’s are complete and accurate. The Customer expressly acknowledges and agrees that it is solely the Customer's obligation and responsibility to ensure that each User enters and timely updates the correct, accurate and current calling location data into the End Point for each calling location as specifically as possible (e.g., floor number, suite number, seat or desk information, etc.). The Customer acknowledges and agrees that the Nomadic Emergency Services may not function correctly or at all, and that Orange will not be responsible or liable therefor, in the event of: User’s failure to enter accurate calling location data, an Orange Network outage, Orange Network congestion, Customer's network failure, misconfiguration of Customer’s network, equipment malfunctions, power outages, an emergency or a local PSAP failure, Force Majeure Event, etc. The Customer acknowledges that the Customer and its Users are responsible to inform their end users and guests on their premises of the limitations and requirements of this type of service.

3.2 Fax Support

The support of fax transmissions over the BTIP/BT service is out of scope for this version of the application note.

3.3 Test Environment

The environment that was used to complete this interoperability testing with Orange BTIP/BT services is shown below.

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In total, two different test environments were used – an Enterprise system with a remote site; and a separate single site SBE system. The Enterprise system consisted of a number of virtual appliances including a virtual trunk appliance to provide connectivity to the BTIP/BT service. Additionally, the remote site has connectivity to the PSTN via a traditional ISDN BRI connection. The SBE platform used an SG90BRI switch for connectivity to the BTIP/BT service.

3.4 ShoreTel IP Handset Support

The testing for the Orange BTIP/BT service was carried out using IP400 series handsets along with the IP930D DECT handsets. Testing for the remaining MGCP handsets is out of scope for this version of the application note.

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3.5 Unsupported Features and Limitations

3.5.1 ShoreTel SIP Unsupported Features

Please refer to the ShoreTel Administration Guide, Chapter 18 – Session Initiation Protocol, for supported and unsupported features via SIP Trunks. Following are some feature limitations via SIP Trunks:

Fax redirect not supported via SIP Trunks using G.711 (though Direct Inward Dialing (DID) to fax endpoint is supported)

ShoreTel supports Music On Hold (MOH) over SIP trunks. The maximum number of music on hold (MOH) streams that a SIP-enabled hardware switch can support varies with the switch model. The range of such streams across all the voice switch models is 14–60. Limitation: MOH source needs be on SIP trunk switch.

If the ShoreTel server has a conference bridge 4.2 installed, you should not enable SIP. The conference bridge is not compatible with a ShoreTel system that has SIP enabled due to the dynamic RTP port required for SIP.

ShoreTel supports the Service Appliance (SA-100) conferencing / IM system from Release -12. SIP trunk calls from / to the SA-100 is supported. The SA-100 accepts access codes in DTMF RFC2833 only.

4 to 6 party conferences, when a SIP trunk is involved, utilize Make Me conference ports.

Silent Monitoring, Barge-In, Silent Coach, Park/Unpark , Call recording features are supported on a SIP trunk call only if SIP trunk is configured with SIP profile supporting media hairpinning and the trunk is on a half-width switch.

Silence detection on trunk-to-trunk transfers is not supported, it requires a physical trunk.

The ShoreTel system does not initiate calls with a 30ms payload; all calls are initiated with a 20ms payload.

External Party might not hear Music on Hold when Bridge Call Appearance User places call on hold, due to ShoreTel Defect 1-708568181. Please note that this issue is only identified on this specific scenario.

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At this time we are unable to provide additional information on a resolution to the issues mentioned above, but suggest to periodically refer to the ShoreTel 14.2 Software Release Notice (Build Notes) for updates, which can be found at the following location:

http://support.shoretel.com

There may be other feature limitations when using SIP Trunks. Please refer to Chapter 18 of the ShoreTel Administration Guide.

3.5.2 Features Out of Scope for this Interop

A number of features are considered out of scope for this version. This doesn’t mean they won’t work, but they have not been included in any test plans and their use is not supported. Features that are not included are as follows.

ShoreTel Enterprise Contact Centre

Bridged Call Appearances

Fax, both T.38 and Pass-through

3.5.3 Unsupported Features

During testing a number of features were found to be problematic for various reasons, and are therefore considered unsupported at this time. These are listed below.

Simultaneous Ringing with External Numbers (where accept call on answer is enabled) – Due to a software defect on the ShoreTel platform Simultaneous Ringing calls that involve an external telephone number as the simultaneous destination fail. This is due to the ShoreTel Hardware appliances re-inviting with the G711u codec which is not supported by Orange. In this case Orange tear down the call and the call does not complete.

G.729 – Use of the G.729 codec has been found to cause various issues therefore it is deemed to be unsupported when used with Orange BTIP/BT SIP Trunks.

http://support.shoretel.com/

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3.5.4 Feature Warnings

During testing two problems were discovered which must be taken into consideration. These are detailed in this section.

When using External Assignment with an external number where the user selects to press 1 to accept the call. In this case, the External Assignment destination receives the call but the greeting played to the user by the ShoreTel system is very difficult to understand, although the call does complete. The advice here is that the feature can be used but you must select the option to accept the call on answer not the option to press 1 to accept.

A software defect was found that effects the ability to report on bandwidth utilization within the Diagnostics and Monitoring dashboard and the ShoreTel Director reports. The Virtual Service Appliance will always report bandwidth utilization of 0, and this value overrides all other bandwidth reporting causing all reports to show 0 bandwidth utilization across all sites. The fix for this issue was included in 14.2 GA18.

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4 Configuration Component Overview

This section provides a more detailed description of the ShoreTel requirements and configuration.

The ShoreTel and Orange BTIP environment is shown next.

Figure 2 – Configuration Component Overview

The ShoreTel customer premises site shall consist of the following components:

ShoreTel IP Phones – The ShoreTel IP Phones tested in this application note are IP400 series handsets that use SIP for call signaling with the ShoreTel appliances. IP930D DECT handsets were also included in the testing.

ShoreTel IPBX – The ShoreTel Appliances provide connectivity for IP handsets and SIP trunks. Both the IP handsets and all trunk resources communicate using SIP as their call control mechanism with the exception of the IP930D handset which uses MGCP. The ShoreTel PBX implements PBX functionality including phone features, calling routing, voice mail, etc.

ShoreTel Communicator – This is ShoreTel Unified Communications client application that is available to all users of the ShoreTel system.

Customer Edge – This is the customer premises equipment that is supplied and managed by Orange.

As shown in the diagram above, SIP signaling is used between the IP phones and the ShoreTel appliances. The trunk resources within the appliances use SIP to communicate with the BTIP service. The RTP voice traffic flows from the IP phones to

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the BTIP platform via the trunk appliance (where media proxy resources are in use) or from the handset direcly to the BTIP platform where media proxy resources are not being used.

The Orange BTIP service is provided over a dedicated MPLS service over which is a BVPN service with a private IP address range assigned by Orange. The a-sbc in the network is where ShoreTel will direct all outbound SIP calls. Orange will provide the IP address required for the SIP trunk configuration on the ShoreTel system.

The configuration information below shows examples for configuring the ShoreTel platform. Even though configuration requirements can vary from setup to setup, the information provided in these steps, along with ShoreTel Planning and Installation Guide should prove to be sufficient. However, every design can vary and some may require more planning than others.

Configuration guidelines as documented by Orange during Visit program certification campaign can be found on OBS Web portal.

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5 Configuration Guide

5.1 ShoreTel Configuration

This section describes the ShoreTel system configuration to support SIP Trunking. The section is divided into general system settings and trunk configurations (both group and individual) needed to support SIP Trunking.

5.2 Login to ShoreTel Director

First you must login to ShoreTel Director in the usual manner (Figure 3).

Figure 3 – ShoreTel Director Login

5.3 ShoreTel System Settings – General

The first settings to address within the ShoreTel system are the general system settings. These configurations include the Call Control, the site and the Switch Settings. If these items have already been configured on the system, skip this section and go on to the “ShoreTel System Settings – Trunk Groups” section below.

5.4 Call Control Settings

The first settings to configure within ShoreTel Director are the Call Control Options. To configure these settings for the ShoreTel system, login to ShoreTel Director and select “Administration” then “Call Control” followed by “Options” (Figure 4).

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Figure 4 –Administration Call Control Options

The “Call Control Options” screen will then appear (Figure 5).

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Figure 5 - Call Control Options

In the “General” parameters, the “DTMF Payload Type (96 – 127)” defaults to a value of “102”. This must be changed to 101.

Within the “SIP” parameters; confirm that the appropriate settings are made for the “Realm” “Enable SIP Session Timer”.

The “Realm” parameter is used in authenticating all SIP devices. It is typically a description of the computer or system being accessed. Changing this value will require a reboot of all ShoreGear switches serving SIP extensions. It is not necessary to modify

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this parameter to get the ShoreTel IP PBX system functional with Orange BTIP. Verify that the “Enable SIP Session Timer” box is checked (enabled). Next the Session Interval Timer needs to be set. The recommended setting for “Session Interval” is “90” seconds. The last item to select is the appropriate refresher (from the pull down menu) for the SIP Session Timer. The “Refresher” field will be set either to “Caller (UAC)”.

The next settings to verify are the “Voice Encoding and Quality of Service”, specifically the “Media Encryption” parameter, make sure this parameter is set to “None”, otherwise you may experience one-way audio issues. Please refer to ShoreTel’s Administration Guide for additional details on media encryption and the other parameters in the “Voice Encoding and Quality of Service” area.

5.5 Codec Lists

By default, ShoreTel 14.x has 13 built-in codecs; these codecs can be grouped into Codec Lists and defined in the sites page for Inter-site and Intra-site calls. When establishing a call with Orange BTIP the preferred codec choice is G.711a (PCMA) so you must either modify an existing Codec List or create a new one, making sure that PCMA is included. Codec Lists are modified by selecting “Administration”, then “Call Control” followed by “Codec Lists” from ShoreTel Director (Figure 6).

Figure 6 – Administration Call Control Codec Lists

The following example shows a sample codec list which contains G.711a (Figure 7). Please note that the G.722 codec is not supported for use with the virtualized SIP trunk

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switch. When creating the codec list ensure that G.711u is placed at the bottom of the list as this codec is not supported by the BTIP/BT service.

Figure 7 – Modifying a Codec List

5.6 Sites Settings

The next settings to address are the administration of sites. These settings are modified under the ShoreTel Director by selecting “Administration” then “Sites” (Figure 8).

Figure 8 – Administration Sites

This selection brings up the “Sites” screen. Within the “Sites” screen select the name of the site to configure. The “Edit Site” screen will then appear. The only changes

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required to the “Edit Site” screen are to the “Admission Control Bandwidth” and “Intra-Site / Inter-Site Calls” parameters (Figure 9).

Figure 9 – Site Bandwidth settings

Note: Bandwidth of 1024 is just an example. Please refer to the ShoreTel Planning and Installation Guide for additional information on setting Admission Control Bandwidth. Be sure to use the codec list created in the previous section for the Intra-Site Codec list.

5.7 Sites Edit screen – Admission Control Bandwidth

The Admission Control Bandwidth defines the bandwidth available to and from the site. This is important as SIP trunk calls may be counted against the site bandwidth. Bandwidth needs to be set appropriately based on site setup and configuration with the Orange BTIP service. Please refer to the ShoreTel Planning and Installation Guide for additional information.

5.8 Sites Edit screen – Intra / Inter-Site Calls

Configure the Inter-Site Calls option to a “Codec List” that contains the desired codecs and save the change. The site that the SIP Trunk Group belongs to will determine which Inter-Site Codec List will be utilized. Be sure to set the codec list you added / modified earlier in this section to include the PCMA codec. Please refer to the ShoreTel Planning and Installation Guide for additional information.

5.9 Switch Settings - Allocating Ports for SIP Trunks

The final general settings to configure are the ShoreTel appliance settings. These changes are modified by navigating to Administration, Platform Hardware, Voice Switches / Service Appliances, Primary in ShoreTel Director. The configuration of ShoreTel appliance resources for SIP trunks is out of scope of this document as it is assumed that the reader is familiar with this process.

Starting with ShoreTel 13, the additional Port Type of ‘SIP Trunk with Media Proxy’ was added for half-width ShoreTel switches. It ensures that the ShoreTel system that is being used for SIP Trunks will provide feature parity similar to PRI trunks. These feature

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include RFC 2833 DTMF detection for Office Anywhere, External or Simultaneous Ring calls, three party Mesh Conferencing (without needing to configure “MakeMe” conference ports), Call Recording, Silent Monitoring, Barge-In, Whisper Page, Invites with no SDP and when there’s no common codec between ITSP and the local extension. By default, ShoreTel Virtual Trunk Switches include “SIP Media Proxy” resources therefore no configuration is required.

For further information on “SIP Trunk with Media Proxy” please refer to the ShoreTel System Administration Guide.

5.10 ShoreTel System Settings – SIP Trunk Profile

It is necessary to configure specific SIP options for the BTIP service. This is done through a SIP profile configured by selecting “Administration” then “Trunks” followed by “SIP Profile” (Figure 10).

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Figure 10 – SIP Trunk Profile list

Modify the ‘Default ITSP’ profile and create a copy by clicking on the ‘Copy’ button, then complete the form as follows (Figure 11).

Figure 11 – SIP Trunk Profile list

Figure 12 – SIP Trunk Profile configuration

Name: Orange Profile Enable: Yes (check the box) Custom Parameters:

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1CodecAnswer=1

5.11 ShoreTel System Settings – Trunk Groups

The settings for Trunk Groups are changed by selecting “Administration”, then “Trunks” followed by “Trunk Groups” within ShoreTel Director (Figure 13).

Figure 13 – Administration Trunk Groups

This selection brings up the “Trunk Groups” screen (Figure 14).

Figure 14 – Trunk Groups Settings

From the pull down menus on the Trunk Groups screen select the desired site and then choose ‘SIP’ as the trunk type to configure. Then click on the ‘Go’ link. The “Edit SIP Trunk Group” screen will appear (Figure 15).

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Figure 15 – SIP Trunk Group Settings

The “Enable SIP Info for G.711 DTMF Signaling” parameter should not be enabled (checked). Enabling SIP info is currently only used with SIP tie trunks between ShoreTel systems.

The “Profile:” parameter should be configured to use the ‘Orange’ SIP Profile created in a previous step.

The “Enable Digest Authentication” parameter defaults to “<None>” and no modification is required when connecting to the BTIP service.

The next item to change in the “Edit SIP Trunks Group” screen is to make the appropriate settings for the “Inbound:” parameters. (Figure 16).

Figure 16 – Inbound Trunk Group Settings

Within the “Inbound:” settings, ensure the “Number of Digits from CO:” is configured to a value of “12”, this is the number of digits that the ShoreTel SIP trunk switch will be

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receiving from the BTIP service. Enable (check) the “DNIS” or “DID” parameters as needed. It is no longer needed to enable the “Extension” and Tandem Trunking parameter. For additional information on these parameters please refer to the ShoreTel Administration Guide.

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The following section is configured in the same way as any normal Trunk Group (Figure 17).

Figure 17 – Outbound and Trunk Services

Enable (check) the “Outbound” parameter and define a Trunk “Access Code” and “Local Area Code” as appropriate. In the “Billing Telephone Number:” be sure to specify the main telephone number provided by Orange for your account.

In the “Trunk Services:” area, make sure the appropriate services are enabled or disabled based on what Orange supports and what features are needed from this Trunk Group. You will need to enable (check) the “Enable Original Caller Information” parameter. This allows the ShoreTel system to include the called telephone number as part of a SIP Diversion header for forwarded calls.

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The parameter “Caller ID not blocked by default” determines if the call is sent out as <unknown> or with caller information (Caller ID), be sure to enable (check) this parameter. User DID will impact how information is passed out to the SIP Trunk group.

5.12 Custom Dial Plan Configuration

As part of the configuration for the Orange BTIP service you are required to make changes to the custom dial plan section of the trunk group, an activity that requires a special logon into ShoreTel Director. There are two elements to the custom dial plan. The first enables the ‘Make Number Private’ feature to work correctly. The second prioritizes the primary and secondary trunk groups for setups where Orange have provided a secondary trunk for the purposes of redundancy. A custom dial string must be entered into both the primary and secondary trunk group.

Go to the ShoreTel Director login page (simply log out if you’re currently logged in), and on your keyboard, hold down the <CTRL> and <Shift> keys and with the mouse pointer and then click pointer on the “U” of the “Username:” field. This will enable the “Support Entry” mode of the ShoreTel Director, as referenced below in (Figure 18).

Figure 18 – ShoreTel Director Support Entry

Login to ShoreTel Director with your normal administration user credentials. Select “Administration”, then “Trunks” followed by “Trunk Groups” and modify the SIP trunk group that you’ve created for the Primary trunks.

Enter the custom dial plan by clicking on the “Edit” button at the bottom of the page. A small dialog box will appear to allow you to specify the custom dial plan entry (Figure 19). This custom dial plan entry is to facilitate the blocking of outbound CLID by the user should they wish to do so.

For the PRIMARY trunk group copy and paste the following string into the dialog box that appears and then click on the “Save” button (Figure 19).

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;-28A;65E

Figure 19 – Custom Dial Plan Entry

Next, edit the SECONDARY trunk group’s custom dial plan by clicking on the “Edit” button at the bottom of the page. You must repeat the process and use the following custom dial string and then click on the “Save” button.

;-10A;65E

5.13 ShoreTel System Settings – Individual Trunks

ShoreTel Trunk Groups only support Static IP Addresses for Individual Trunks and Orange will provide the IP address where your SIP trunks should be pointed. This section covers the configuration of the individual trunks. Select “Administration”, then “Trunks” followed by “Individual Trunks” to configure the individual trunks (Figure 20).

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Figure 20 – Individual Trunks

The “Trunks by Group” screen is used to change the individual trunks settings that appear (Figure 20).

Figure 21 – Trunks by Group

Select the site for the new trunk(s) to be added and select the appropriate trunk group from the pull down menu in the “Add new trunk at site” area. In this example, the site is “Headquarters” and the trunk group is “Primary SIP Trunks”, as created above, see Figure 21. Click on the “Go” button to bring up the “Edit Trunk” screen (Figure 22).

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Figure 22 - Edit Trunks Screen for Individual Trunks

From the individual trunks “Edit Trunk” screen, input a name for the individual trunks, select the appropriate switch, select the SIP Trunk type and input the number of trunks. When selecting a name, the recommendation is to name the individual trunks the same as the name of the trunk group so that the trunk type can easily be tracked. Select the switch upon which the individual trunk will be created. For the “IP Address” you must specify the IP address supplied to you by Orange. The last step is to select the number of individual trunks desired (each one supports “one” audio path – example if 10 is configured, then 10 audio paths can be established at one time). Once these changes are complete, select the “Save” button to commit changes.

After setting up the trunk groups and individual trunks, refer to the ShoreTel Planning and Installation Guide to make the appropriate changes for the User Group settings. This completes the settings for the ShoreTel system.

5.14 ShoreTel System Settings – Trusted IP Ranges

In this configuration the ShoreTel system is connecting directly to the Orange network, therefore it may be necessary to define Orange IP address ranges as trusted so the ShoreTel system does not discard packets received from these addresses. For example, if RTP traffic is being received from IP addresses that are not defined as trusted then the ShoreTel system will drop these packets.

Select “Administration”, then “System Parameters” followed by “Trusted IP Ranges” to configure the individual trunks (Figure 23).

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Figure 23 – Trusted IP Ranges

From here you can see the currently defined IP address ranges that are trusted. Click on the ‘New’ button to create a new range (Figure 24).

Figure 24 – Create new trusted IP range

Give the range a name (‘Orange’, for example), then specify the lower and upper address of the range as defined by Orange (Figure 25). These will be the addresses from which you will receive SIP and RTP traffic from Orange. Click on the “Save” button to commit the changes.

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Figure 25 – Define the trusted IP range

5.15 ShoreTel Technical Support

In the event that you have problems with the ShoreTel system you may contact ShoreTel Technical Assistance Center at +1 (800) 742-2348 (Toll Free) or +1 (408) 331-3313 (International). A support contract must be in place before any assistance will be provided, for contract / account questions please send an email to [email protected].

6 Document and Software Copyrights

Copyright © 2013 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.

7 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.

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8 Disclaimer

ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces.

The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution.

This Customer Configuration Guide ("CCG") is offered as a convenience to Orange's customers. The specifications and information regarding the product in this CCG are subject to change without notice. All statements, information, and recommendations in this CCG are believed to be accurate but are presented without warranty of any kind, express or implied, and are provided “AS IS”. Users must take full responsibility for the application of the specifications and information in this CCG.

In no event shall Orange or its suppliers be liable for any indirect, special, consequential, or incidental damages, including, without limitation, lost profits or loss or damage arising out of the use or inability to use this CCG, even if Orange or its suppliers have been advised of the possibility of such damage.

ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California 94085 USA +1.408.331.3300 +1.408.331.3333 fax

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