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Can't load Wav files from Windows 10 when in Auto Attendant

August 31, 2018, 11:06 am
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When opening an Auto Attendant to change the Prompt message played, I am having an issue since I upgraded my laptop to Windows 10. I receive an error message when I open the AA stating "Cannot xxxxxxxx.wav from Server. 501 Server cannot accept argument." I went back to my Win 8.1 laptop and it works without issue.. Also works on a Windows 7 install as well.
I thought at first it was just the OCX files. But I have installed those and have no issues with Schedules. When recording new prompts for the AA it will record and play back, but then when you try to save it gives an error "200 Type set to I. 501 Server cannot accept argument". I have attached copies of both error messages.

Has anyone else experienced this?? If so, how did you resolve it??

ShoreTel Build 19.46.1802.0 director.JPGdirector2.JPG
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installing fresh

August 31, 2018, 11:29 am
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I'm having fun migrating from a server 2008 to server 2012 instance of 14.2 19.48.5800.0

I'm currently stuck with a database exception during install, and the database log gets as far as here:

Creating store procedure: ShoreSP_GetConnectProfileByID
Successfully Created StoredProcedures
Updating dial plans.
Successfully updated dial plans.
Setting Database Upgrade Flag to TRUE.
CMySQLDBHelper::Exec(UPDATE System SET DatabaseUpgraded = 1 WHERE SystemID = 1
COM ERROR:[MySQL][ODBC 5.1 Driver][mysqld-5.1.46sp1-enterprise-commercial-pro-log]Lost connection to MySQL server during query
Fatal Error - A database exception has occurred. Please review the Database log in the Shoreline Data\Logs folder.

What might be going on?
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Auto Attendant fail over

September 4, 2018, 11:00 am
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After an HQ server failure when a company has an Auto Attendant answer callers will hear 'I'm sorry, that extension can not be reached at this time'.

Is there a way to have it fail over to a phone or hunt group in that case?

Do you have it route through a "Busied out" hunt group and unbusy it when the HQ server goes down?

-Matt
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Notification of a VM being left in a seperate VM box.

September 5, 2018, 11:16 am
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Is there a way to light a button on a 230 phone when a message is left in a separate mailbox.
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STPS emergency notification

September 6, 2018, 5:32 am
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Someone dialed 911 yesterday and the app did not send a notification to our security office. I checked the server and the service is running. I just rebooted the server and want to test if it is working now. Is there a way to test without dialing 911? Is there a log I can view and check?
We're on 5.0.2 version. Thanks.
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ClearOne Max IP SIP

September 6, 2018, 11:37 am
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For the life of me I cannot get our ClearOne Max IP registered via SIP. We have other SIP products at the same site registered with no problems.Our current service provider is zero help. Any thoughts? Anything I should be on the lookout for? Anyone else try connecting a Max IP conference phone?

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Call reporting for non-contact center users

September 6, 2018, 12:42 pm
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Hello all,

Our leadership is concerned that a certain group of employees are not answering calls, and were interested in getting reporting similar to what we get for our contact center groups -- Number of calls each one is presented with, and how many are missed. And ideally, also with the ability for them to set release codes for when they need to go away from their desk for an extended period. The catch here, is that we don't want to put those users in a contact center group, but, have them still receive calls on their individual extensions. Is this even possible?

Thanks

Edit: I should add that we are using Shoretel 13.1 and ECC 8 still, but, are planning to upgrade to Mitel Connect later this year.
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HQ Server can't see remote switch, switch at HQ can see remote switches

September 6, 2018, 5:55 pm
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Hi All,

Wondering if anyone has had anything like this before. I have a HQ site with a HQ server and 1 x SG90BRI. HQ server is running connect build 21.80.7840.0. The server at HQ cannot see remote switches according to the Connectivity page, but the SG90BRI at the same site on the same LAN/subnet can see the remote switches. If I go to the Status and Maintenance-> Appliances page I can see the switch is online here and has no issues bar a few IP phones out of service which is no big deal.

To make this a little more easy to understand I will try and give the IP addresses etc. (I haven't put the real IPs but they are the same just different ranges)

HQ Site:
HQ Server - 192.168.0.15
HQ SG90BRI - 192.168.0.13
HQ Default Gateway - 192.168.0.254 (this has a site to site VPN from the router at HQ to all other sites with no firewall on the VPN at all.)

Remote Site 1:
Remote SG30 - 192.168.1.10
Default Gateway - 192.168.1.254 (again this has a VPN from the router to all other sites routers)

Remote Site 2:
Remote SG30 - 192.168.2.15
Default gateway - 192.168.2.254 (again this has a VPN from the router to all other sites routers)

Connectivity screen and LSP Ping Results:
HQ Server - 192.168.0.15 -> HQ SG90BRI - 192.168.0.13 - SUCCESS
HQ Server - 192.168.0.15 -> Remote SG30 - 192.168.1.10 - FAILS
HQ Server - 192.168.0.15 -> Remote SG30 - 192.168.2.15 - FAILS

HQ SG90BRI - 192.168.0.13 -> HQ Server - 192.168.0.15 - SUCCESS
HQ SG90BRI - 192.168.0.13 -> Remote SG30 - 192.168.1.10 - SUCCESS (this to me suggests VPN/Network is fine, TAC are trying to tell me otherwise but not offering any real explanation more than saying it)
HQ SG90BRI - 192.168.0.13 -> Remote SG30 - 192.168.2.15 - SUCCESS


Remote SG30 - 192.168.1.10 -> HQ Server - 192.168.0.15 - FAILS
Remote SG30 - 192.168.1.10 -> HQ SG90BRI - 192.168.0.13 - SUCCESS
Remote SG30 - 192.168.1.10 -> Remote SG30 - 192.168.2.15 - SUCCESS

Remote SG30 - 192.168.2.15 - > HQ Server - 192.168.0.15 - FAILS
Remote SG30 - 192.168.2.15 - > HQ SG90BRI - 192.168.0.13 - SUCCESS
Remote SG30 - 192.168.2.15 - > HQ SG90BRI - 192.168.0.13 - SUCCESS

Any help would be greatly appreciated. I am open to suggestions of network issues but I have been to the IT guy who controls the routers/VPN to monitor for blocking/dropped packets etc. and none have shown up. The links are not too bad with consistent pings from HQ to remote site 1 of approx 40ms and HQ to remote site 2 being approx 30ms. I have only seen + or - 1-2ms on those results and no packet loss when running ping tests.

Strangely as well when I run an LSP ping from the HQ server to a remote switch if I run a PCAP on the remote switch I do not see the pings show up at all. I see the usual UDP traffic on port 5440 you would expect but not the 1000 extra packets I see leaving the HQ server. When I do the same thing from the SG90 ar HQ I do see the 1000 LSP pings on UDP port 5440 at the remote switch. The HQ server and HQ switch use the same default gateway and also use the same network switch which is not a managed switch and has no VLANs or anything special on it like that at all. It is a brand new switch so I do not think it has any issues.

This seems to be a new issue as I have had the work groups at the remote site working and they are now not working as they reside on the HQ server and the switch is now having these issues communicating.
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Alert supervisor when specific user is on a call

September 10, 2018, 8:53 am
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Is there a way to alert a supervisor when a specific user answers a call? I have already set up silent coaching, but, the supervisor is in another office and would like an alert of some kind from Communicator when this person takes a call.
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Web Services SDK CHM Change Not Working

September 10, 2018, 4:55 pm
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It was previously reported that with a recent update CHM changing had stopped working through the Web Services SDK. We did an update over the weekend and this functionality is no longer working for us. Does anyone know if this has been fixed and should be working or alternatively if there is still a bug?
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Transferring to 800 number from an 800 number

September 11, 2018, 1:48 pm
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We use ShoreTel ECC, with multiple 800 number routed into different groups. One of our groups give the option for the customer to dial a third party (toll #) for a specific reason. We have two providers for our phone service Provider B 800 # routes to our call center, customer hits option 1 to transfer to third party (800#). AT&T will not connect the caller to the third party 800 # on their trunks only if the call comes from a number owned by AT&T. We can only route 800 #s out AT&T so I can;t route the caller back out Provider B trunks. Is there a way to mask the caller as calling from one of our owned numbers.
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VPN Concentrator rubbing on a second VPN

September 16, 2018, 11:16 am
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At the office I have 2 internet service providers...

Comcast 150 down / 25 up
Wireleas ISP 10 down / 10 up

At my home I have AT&T Fiber which is 960 down and 940 up.

We run 3 VPN concentrators at the office. 2 of them are on the wireless ISP, and I leave the 3rd on Comcast.

The VPN concentrators work ok most of the time. Most of my employees have 2 shoretel phones at home and we run 1 phone on the Comcast concentrators and one on the wireless concentrator.

I have a few agents working in Mexico and have a terrible issue with call quality.

So I have a physical hardware VPN connection from the office to my home. The button box 24 and non Shoretel VPN client phones work at my home just fine.

I have dedicated IP addresses on my fiber connection at home.

Could I take a VPN concentrator to my house, run it on the 960/940 fiber connection, and then make the connection to the shoretel server using my hardware VPN connection?

Im thinking that since my office is 5 miles from my home, the 10 meg should not be an issue. But since my Mexico worker is a few thousand miles away, the extra bandwidth on a gig connection should help with the sound quality issues.
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VPN concentrator virus?

September 16, 2018, 11:21 am
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Bought a used 5500 vpn concentrator off eBay for a few hundred dollars. Hooked it up, works fine.

I go home, leave it plugged in overnight and my internet traffic in my office comes to a crawl by the next morning. My other shoretel remote phones no longer work and nobody in my office can get on the internet.

I call the ISP thinking there was an outage and they say our entire bandwidth is being used.

I disconnect the VPN Concentrator and everything returns to normal?

any ideas? By other 3 vpn concentrators work just fine
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Shortel 14.2 build 19.47.9000 or 19.50.9000 build?

September 17, 2018, 12:37 pm
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Please excuse my noobness as I'm new to Shoretel and so currently my IT systems has me overseeing onprem Shoretel server running 19.44.4300.0 I have created backup of current setup and am looking to update to 14.2 builds either .47 or .50. My end goal is to just not have to do much with current shoretel VOiP system besides upgrading the server version bc to:
A)save money
B)do major upgrade or get new VOiP system in place by 2020.

The few questions I have:
1) Is it pretty straight forward to update builds? Download HQ file and Run .exe installer to update from 19.44 to either 19.47 or 19.50 builds. (I know that there is newer Shoretel Connect that'll work with older version 14.2 builds- my 3rd party vendor wants me to spend more money, have it run on server 2016 vs current server 2008r2, etc charges which I want to avoid at all costs right now)

2) From pictures I attached my current Shoretel server 19.44.4300.0 version program settings and other Shoretel programs installed as well. From the attached Shoretel downloads of 19.47.9000 picture are all 3 HQ and DVS and Communicator downloads required if I want to upgrade from 19.44 to 19.47 or 19.50?? Or do I just need the HQ file downloaded only? Please advise.

Thank you.



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Cant call a school using 4 digit dialing anymore

September 18, 2018, 4:32 am
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Were running ShoreTel 14.2. I have an issue where all of a sudden I have a school that can't call another school using 4 digit dialing. They have to dial the whole 7 digit number to reach the building. I haven't made any changes. Where would I go to fix this?
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Monitored extension randomly turns mute on when silent monitor is active

September 19, 2018, 12:27 pm
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We recently set up a new Sales Manager with the ability to use Silent Monitor to listen in on Technical Support calls to get them familiar with our product more quickly. This has been working well except for one issue. On ~1 in 5 calls, The tech support extension will see their phone turn mute on randomly. I have yet to find any consistency in the calls where this occurs. Has anyone else seen this before? Thanks!
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Shoretel 12.3 and Windows 10

September 20, 2018, 8:31 am
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Hi,
I am a new IT person at a company in Arkansas that uses shoretel phones.
An issue I'm trying to figure out is running shoretel communicator on a Windows 10 client.
It kinda works, but doesn't seem to interact with the phone.

Shoreware director says:
ShoreTel, Inc.
ShoreTel 12.3
Build 17.62.9400.0
ShoreTel Director

I saw somewhere that an upgrade to 14.2 would be needed to work with Win10. Unfortunately
we do not have any kind of support contract.

I'm very literate in computers, but know little about Shoretel. Is this upgrade something I could
likely do myself?

Thanks
Don
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Connect Client & Operator

September 21, 2018, 7:49 am
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How are operators using the connect client?

I have a customer that is very used to seeing all contacts (350+) on a contacts window that they can drag & drop to.
With Connect, they can create a list of favorites- but new employees and contacts aren’t automatically added to the favorite list.
Also, even though they stretch the window to full screen (so they can see all favorites), the window shrinks down to ½ the original size after a call is transferred (via drag/drop).
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Connect Client Password Expiration

September 21, 2018, 12:25 pm
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Can anyone confirm that the policy here: System > Security > Password Policy applies to both director access and user access to the Connect client? We are looking for a way to disable the password expiration for the connect client which doesn't look to be possible here (Expiry days: (10-365))
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Shoretel Music on Hold

September 26, 2018, 9:18 am
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If there anyway I can have the music on hold not play from 7am - 8am? We have a conference call in the morning (using uber conference) so when if an employee gets another call which they pick up. The current conference call hears the music on hold which the conference call is going on. Is there a way where I can disable the music on hold everyday from 7am - 8am?

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