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ShoreTel/Mitel Connect and MS Applocker

July 23, 2018, 11:45 am
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Greetings everyone!
I was curious if anyone had a solution for allowing ShoreTel Connect to run as a standard user with AppLocker in place on a Windows 10 workstation. We have tested with a publisher allowance for ShoreTel, path exceptions to various directories from C:\Program Files (x86)\ShoreTel and down to no avail. We do allow files in Program Files and the Windows directory's to run(Default rules), but have some exceptions that prevent cmd.exe, regedit.exe and a few others from being run from the Windows directory. The rub really stems from the cmd.exe exceptions. I would prefer not to pull this from our applocker configuration. Let me know if there is any more data you need me to provide. TIA
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Option 156 and FQDN

July 23, 2018, 6:26 pm
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We prefer not to use IP addresses whenever possible. We have used the FQDN in our option 156 string for the ftp server (HQ server) and have not had any issues with our 420G and 480G phones. We have a few 655 phones and they do not what to connect to the ftp server even when I enter the ip address in the setup. Any suggestions on what I can do but still keep the FQDN in the option 156 string?
Thanks
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Is the ShoreTel UC-20 still in production?

July 24, 2018, 11:39 am
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Is the UC-20 still in production at all? Can you buy it new or only as a referb? If you can buy it new, what is the current pricing on it?
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Reconnecting.......... message in Shoretel Connect

July 25, 2018, 7:45 am
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One of our users is receiving a text only window with a Reconnecting......... message when she opens Shoretel Connect. What could be causing this problem? Attachment
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Problem connecting to ShoreTel SG90BRI after router reboot or power cycle

July 25, 2018, 10:10 am
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Please excuse my almost total ignorance of ShoreTel products and terminology, since I am mainly a Windows person with some networking experience.

I’m afraid this post will be rather long and complicated, and will require detailed knowledge of ShoreTel VoIP equipment and of Draytek 2860 router firewall configuration.

Briefly, the part of our ShoreTel VoIP setup under consideration is as follows.

Three sites meshed together using a Draytek 2860 router at each site and IPSec tunnel VPN LAN-LAN connections between the sites.

MAIN SITE-200
Shoretel HQ server W2008R2SP1, at 192.168.200.1 (DHCP for IP phones)
SG90 at 192.168.200.2
Draytek 2860 Router at 192.168.200.253
HP Procurve ethernet switch at 192.168.200.254

SITE-201
SG90-BRI at 192.168.201.2
Draytek 2860 Router at 192.168.201.253 (DHCP for IP phones)
HP Procurve ethernet switch at 192.168.201.254

SITE-202
SG90-BRI at 192.168.202.2
Draytek 2860 Router at 192.168.202.253 (DHCP for IP phones)
HP Procurve ethernet switch at 192.168.202.254

The Firewall in each Draytek 2860 router has a default Call Filter and default Data Filter with the following settings:
Comment: Block NetBios
Direction: LAN/DMZ/RT/VPN -> WAN
Src IP: Any
Dest IP: Any
Service Type: TCP/UDP, Port: from 137 ~139 to Any
Action: Block Immediately

PROBLEM
Starting with the application of Draytek 2860 firmware 3.8.8 (and later) there is a problem when any of the three routers is rebooted or is power cycled, where the Shoretel SG90 at that site will not connect to the router at that site UNTIL the firewall Call Filter is disabled for a short period and then enabled again.
The intersite routers LAN-LAN connections connect as soon as the WAN connection is available.

PARTIAL SOLUTION
Draytek UK TechSupport suggested that a filter be placed ahead of the default Call Filter in each router, as follows:
Comment: ConnectShoretel
Direction: LAN/DMZ/RT/VPN -> WAN
Src IP: 192.168.200.2 [the SG90; 201.2 or 202.2 for the other two sites’ SG-90BRI]
Dest IP: Any
Service Type: Any
Action: Pass Immediately

This works fine for the main site but NOT for SITE-201 or SITE-202.
I have tried all the source IP addresses I could think of, but without success.
Similarly, I have prefixed the default DATA Filter with the same filter, but again without success.

I hope the above is intelligible!

Does anyone have a suggestion for what settings to put into this additional filter for the routers at the non-MAIN SITEs?

Thanks!
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Shoretel Communicator- Connect to Unassigned Phone

July 27, 2018, 11:03 am
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I am using Communicator 14.2 I am just an End User with 2 SHORETEL IP 420 phones and a WINDOWS 10 workstation. I share a work area with fellow staff member across the room. I want to connect to the phone at desk via COMMUNICATOR to configure CALL HANDLING to ring simultaneously at both phone. Is there a way to connect to and configure the IP 420 thru the COMMUNICATOR?
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User not appearing in Dial By Name directory

July 30, 2018, 9:08 am
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I have at least one user that does not show up in the Dial By Last Name directory. I have read other posts similar problems but none of the solutions have helped. I can confirm that "Include in System Dial by Name directory" is checked and that he sends and receives calls without a problem. Any suggestions or guidance in rebuilding that directory/database would be appreciated.

Build:21.84.5543.0 Enterprise Edition



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Schedules not applying correctly

July 30, 2018, 10:20 am
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Hi all, new "Shoretel Admin" here, of a really old system.
I have an issue where my schedules on my auto attendants are not applying correctly. All AAs were working until a few days ago when they just went to the off-hours options. Making changes seems to have no effect. Also changing the recordings doesn't work (though I have now found where I can copy the files in manually), and changing the AA menu options also does not working.
I'm able to change all of these things in Director, and save, but none of the changes are reflected when actually calling into the AA.

I'm on Shoretel 12.3 (?). Director says it's build 17.63
The system consists of a softswitch, plus a 220T1 and a 24a. I've been unable to log directly into the two switch devices. I tried to enable telnet with the ipbxctl command but it prompts for a password that I do not have (the command for -telneton prompts for a password, I'm not even getting to the part where I actually connect via telnet)

Is there a way to force sync of the time on the switches? (To make sure I don't have one of them that's out of sync) Or to check the time without being able to log in?
Or any tools outside of director to force the Auto Attendants to refresh their options?
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Soft Phone for MAC version 13.3

July 30, 2018, 12:20 pm
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Anyone use or tried to use the soft phone on a MAC ? From what I have read there is a web communicator for MAC but no soft phone, is this true.
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Voicemail logins

July 31, 2018, 8:57 am
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Is there a way to check if users ever logged into their voice mailboxes? I need to know what vm boxes still has the default password. Mitel Connect 21.87.9727.0
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ShoreTel User 'Forgets' Phone

July 31, 2018, 9:11 am
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Our boardroom is set up as a user in ShoreTel Connect. The account was associated with a GrandStream SIP box that fed an analog Polycom conference room phone. My boss had no luck at all using this, so he let me purchase an IP655 to replace it. The new phone was a dud, but my vendor had a demo one that he swapped it out for. It works great, but true to form... it NEVER works for my boss! So my name is mud. At least this time it's legitimate. The User in ShoreTel Director is linked to this phone's MAC address. After a period of time, I'm guessing a week or two, the phone association defaults back to the SIP device on its own! It's not even plugged in any longer... The phone itself links up to the switch/server, but shows anonymous with a bogus date/time. It can make internal calls, but gives an 'intercept tone' when an external call is made.

I'm going to delete the SIP device from the system, but is there any reason why this user swaps associated devices, seemingly at random?
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Migrate Shoretel HQ server

August 1, 2018, 9:51 am
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Hello,

We have our Shoretel HQ server in City A and there are two other sites that are connected to it and all of their associated phone devices.
We are decommissioning the data center in City A so we are trying to find out the best way to migrate the HQ server to City B.
The current IP subnet that it is on cannot be easily migrated due to multiple MPLS networks and dependencies on that subnet in City A.

Is it possible to create a new VM in City B and set up the Shoretel HQ server there with a new IP address? I assume we will need to update the sites and their associated devices with this new IP, but would it require a manual effort or is there a simple way to do this?

This way we can easily decommission the HQ server in City A once we have everything connected to City B.

Has anyone done this before?

Thanks!
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Logging into workgroups on communicator or 420 phone

August 1, 2018, 12:33 pm
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Hi,
Seems simple, but our original installers are MIA and we need to get some basic assistance.

We have some phones on which we've programmed the workgroup login and logout to buttons. We've now had to add a couple of people who have the more simplistic 420 phones to work groups.

There aren't any programmable buttons on this phone. We added the login/logout to one of the toolbars in communicator - but it is grayed out for all users.

- How do we make the button active and useful in communicator?
- How can we login directly from the 420 phone?

As of now, we are forced to have person with Agent Monitor running manually log people in and out - which is a horrible arrangement.

Any help appreciated!
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BUG - Predictive Interflow does not work in ECC 9

August 1, 2018, 1:29 pm
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Everyone,

Just wanted to let everyone know that we have a confirmed BUG case with Shoretel where Predictive Interflow has NEVER worked in ECC 9. Additionally the reporting from ECC on interflow also has material flaws.

The case number is 02248377

In the final release of ECC 9 they are going to release a fix for both issues (the predictive interflow failure and reporting bug), which should be out any time now.

They did not disclose and I cannot verify if this issue is present in the Connect Contact Center.

Support was able to confirm that this feature has NEVER worked in ECC 9 - so anything hoping to use is has been out of luck.
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Caller ID

August 2, 2018, 7:25 am
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Our voice provider has the Caller ID set to the company name, also our phone provider has caller ID set to company name. What would cause the end user to see the caller ID as the caller's full name and extension?
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External Speaker for Shop phone

August 3, 2018, 7:45 am
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I am the IT Manager for a trucking company and we use ShoreTel, and recently upgraded to Mitel. We have a phone out in our shop where all the mechanics work on the the trucks and trailers. Does any one know of a solution for a external ringer or speaker that they would be able to hear in the shop. The ringer on the phone obviously is not loud enough for a noisy environment. Thank you.
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Analog Trunk Configuration

August 3, 2018, 11:35 am
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Are there any online instructions for configuring or setting up an Analog Trunk in Director? We have a Paging trunk for our intercom system but not sure how to configure it, right now you dial 117# to use the intercom, is that a setting somewhere in Director. I also have a Nite Bell Ring Analog Trunk which I would like to delete and make brand new as the current one is not working properly. Thank you.
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10 digit dialing (ShoreTel automatically adding area code to 7-digit dials)

August 3, 2018, 2:40 pm
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Greetings,


After dialing 9 for an outside line, when dialing a local number that starts with any of the local area codes other than the one we are in (we have multiple here), after 7 digits it pops our area code in front of those seven digits to make 10, and initiates the call. We have had 10 digit dialing in our area for many years and there would never be a reason for anyone to dial a 7 digit number.

In our trunk group settings we have our main area code listed under "local area code," and other local area codes below under "additional local area codes"

I would think this would be the "Dial 7 digits for local area code" option on this same screen, but it is definitely unchecked in every trunk group.

Any idea why this is happening or how to make it stop? Thank you!

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SIP trunks via AudioCodes Mediant 800

August 5, 2018, 7:20 pm
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Hi All,

I am wondering if there is anyone out there who may have setup SIP trunks on a shoretel system via an audiocodes mediant 800.

Specifically using a carrier which rather than sending the DID called in the Request URI sends the GDN or registration ID, only sending the DID called in the TO header. This would mean you would have needed to modify the sip messages on the shoretel to copy the to header to the Request URI field or ShoreTel will assume you are calling the main DID/Registration ID.

Also I am only using a single interface on the audiocodes meaning I have only one LAN IF active and in use and a single SIP interface.

I am having issues where I can manipulate the Request URI to present the called number from the TO header which means incoming calls will now route correctly on the shoretel side, but I am having an issue where calls disconnect after approx 30 seconds. It seems as though this is because no response is given to the shoretel's 200 OK SDP messages.

I am also finding that having the manipulation in the audiocodes to replace the incoming Request URI breaks the ability to dial out.

Has anyone had any issues like this that may be able to help?
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Simultaneous ring

August 7, 2018, 3:17 pm
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I have 2 phones in an office. Extensions 123 (with DID and mailbox) and 456 (extension only) and both extensions have the same CID. Ext 123 has shared call appearances enabled. Ext 456 has the BCA for ext 123. So both extensions will be able to answer, hold and pickup calls for ext 123.

How can I ring both extensions simultaneously if ext 456 is called directly from internal? No answer, caller will get ext 123’s vm.

I tried “Simultaneously ring” on ext 456 but got a warning “Warning: The additional phone you configured is an extension. Please ensure it is a SIP extension.”

I also tried creating an A.A. with transfer to ext 123. The call gets transferred but it plays the canned message first - “thank you for calling, if you know the extension of the………... Please hold while I transfer your call.” I tried recording a 5 second silence, the canned message is still playing.

Lastly, I have also tried on ext 456 Call forward “Always Destination”, “Busy Destination”, and “No Answer Destination” to ext 123. The phone just keeps ringing b/c 456 is an extension only. The call doesn’t go to ext 123’s vm.

Mitel Connect build 21.87.9727

Please help!
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