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Forward hunt group to external cell numbers

November 15, 2018, 11:03 am
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I want to setup a hunt group that calls out to external numbers. I've setup the hunt group and added members, but cannot get the system to call out to these external numbers. I setup the members as route points that point to the external numbers, and as internal non-DID numbers that are set to always forward to an external number, under personal options. Nothing seems to work.

When I use internal station numbers that do not point out, the hunt group works perfectly. Is there a way to create a hunt group that calls only external numbers? These users travel constantly, so calling a station number will not work. Setting that station number to out of office (for the purposes of the hunt group) also does not work.

We are using Shoretel 13 Build 18.23

Thanks,
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SIP Phones and ShoreTel...ARGH!

November 15, 2018, 11:07 am
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I'm about at my wits' end with this... We have a ShoreTel Connect system, 21.79.4315. ShoreTel server, with an SG100 switch acting as our analog phone line gateway, and an SG50 hosting all of the VoIP phones. The system is pretty much all ShoreTel IP480G and 420G phones. When I needed some cordless options for our manufacturing shop floor, I was given a number of GrandStream HT-502 boxes and told to have at it. No problem. Setting up the SIP ports on the GrandStreams and connecting them to the system was fairly easy, and they work really well. I have four users set up with them at the moment using three boxes. Had a boardroom using one, too, but replaced that with an IP655 conference phone.

One of my floor operators destroyed their IP420G phone about a month back. I really don't want to replace it with another sacrificial one, and this guy would pick a GrandStream box apart to see how it ticked... So I was given an older snom 320 SIP phone, and a new Mitel 6863i SIP phone to try. Too easy, right?

With the snom, I managed to get it connected and recognized by the ShoreTel system, but it would only ever make outgoing calls. When freshly registered, incoming calls would ring forever for the person calling in. After a few minutes, the Backup Attendant would immediately intercept the call, stating that the line wasn't available. The snom wouldn't ring, either time. So I put it aside and started in on the Mitel. I can't even get this one to connect! This goes beyond simple 'mismatched username and password', so does anyone have any configuration tips and tricks they'd care to share with me?
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Switching PRI out for analog lines

November 16, 2018, 12:36 pm
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So we are switching ISP's/ TSP's out and going from fiber to cable. We will only be able to go with analog lines for the time being. I have 12 analog lines being installed soon and want to make sure I have all the bases covered. I'm scooping up a shoretel patch panel to make the lines are nice and neat. I'm not a big fan of punch down blocks. The wiring is straight forward. The part I'm confused about is the settings through the showare director. I know I will need to create trunks for each line but other then that I'm a little fuzzy. Since this is the primary location that houses the shoretel server and operator is there anything special I need to be thinking about?

I have only have 3 numbers being ported over. 2 fax lines and our main number. We have "users" assigned to the fax ports so I just need to make sure the users and the ports match up and all should be fine there I think. The T1k switch should be removed along with the PRI trunks and replaced with the analog loop start trunk group. Then I need to make a trunk for each analog line and assign it to a port.

I guess my problem is that the installation and port times are right during our peak hours and I don't have much time to troubleshoot any problems on the fly. I would really appreciate if someone can point out any potential problems I may run into.

thank you,

Seth
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IP655 Extra RJ11 Port

November 16, 2018, 3:30 pm
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Anyone know what the extrra RJ11 port on the IP655 is for. It is off to one side not in line with the rest and has an icon that looks like a z or lightning bolt.
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Change ownership of an extension

November 21, 2018, 8:30 am
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Search terms like "transfer extension" and "transfer user" were getting me nowhere, so I'll just up and ask: What's the recommended way to give a new user an existing extension? (We had an employee leave and the new one needs to have the same extension.) Should I simply rename the user, or delete the user (or assign a new extension) and create a new one?
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Agents Not Appearing on Shoreware Agent Manager when AgentID Over 2000

November 26, 2018, 2:35 am
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Hi All,

This is a weird situation we have with recently created agents. Agents whose AgentID (not extention or Agent number) is over 2000 do not appear on any of the Agent Manager reports.

This includes Reports based on Groups (ie Group Agents Report) and individual agents (Brief Agents Report). For the brief agents report, the agent appears exists, but their status is always "logged out" even if they are ON A CALL.

Shoretel V8
Director 19.48.5800.0
Contact Centre 8.0 Build 505.10.1603.0

These agents can make and take calls exactly as expected.
Copying a user who appears correctly, the copied user is missing /incorrect status on the reports
They appear in the Event Feed as expected
They Appear in the CCIR tables and MySql databases as expected.

This appears to be an issue with the Agent manager application "ignoring" UserIDs over 2000

Has anyone else have users in their system with IDs over 2000 and not/experiencing the same issue?
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Cannot Blind Transfer from Phone?

November 26, 2018, 3:07 pm
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I may have missed something, but I have a customer that tells me she cannot transfer a call from a 930D phone without the other extension answering first. On the phone we get a confirmation "Do you want to transfer?" While being on the phone with that extension, almost like a consult transfer. Is this a documented change that I missed? Or is this some new feature?
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Paging ext. just rings

November 26, 2018, 1:46 pm
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We have an issue with one of our Shoretel system where when the user tries to do a page it just calls the ext.(this case 895) and it just rings instead of making a page. Has anyone else encountered this? Thanks,

19.46.xxxx
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Phones dying left and right

November 28, 2018, 8:31 am
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We have been having issues with some of our phones dying. It's completely randomly and the only way to fix these phones is replace them. Our system is about 9 or 10 years old and seems to be only the original phones that die we can go months without an issue then have a dead phone. We have had about 20 phones die all different issues from intermittent where the phone just goes blank to the phone wont boot but lit up screen.

Is this normal? has anyone had this issue before? I have checked with our vendor support they claim its either a bad batch of phones or Switch POE issues. I have checked the POE all looks fine I have also installed a POE inline digital reader and it never really fluctuates. What should the POE input be? what is a high POE input number?

I do suspect that it may be the switches since the phones are a mix of 565 and 560G and regardless I will be updating the switches this year they are all HP Pro-curve 3500s.

Any ideas on how to resolve this would be much appreciated.
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No Permission to view agents of group of selected report

November 28, 2018, 11:14 am
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I have recently taken over the administration of our Shoretel system (version 14.2) and am fairly new to it. I have configured a new group and line, but when trying to access it from the Agent Manager, it throws an error of "You have no permission to view agents of group of selected report". We are logging into the Agent Manager with the same login that has been doing the agent monitoring and there are no agents in this group that aren't in any of the other groups that it has visibility too. I created the Report with an administrator account, so I tried to recreate the report (Template: Group Agents Report(1)) my new Group does not show up in the available list. I am guessing that is due to the error that is being displayed. I don't see anything in the Contact Center that should be blocking this group from being viewed by anyone.

Any ideas or suggestions on where I can figure this one out?
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Simultaneous ring for workgroup calls.

November 29, 2018, 9:04 am
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Is it possible to force the server to ring the users Simultaneous ring device when receiving a WG call?
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Phone Features Slowing Down

November 30, 2018, 10:10 am
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Not serious enough to call TAC about yet, but this has been annoying my users of late. The phones themselves work fine but, starting a couple of months back, when using features like VoiceMail or History, a message will show up saying 'Connecting'. This message can stay on the screen for a minute or longer. Sometimes connection is instantaneous. It also doesn't seem to be related to network usage or call volume. I've rebooted the ST50 switch that hosts our phones, as well as Director, but not the ST100 switch that hosts our external analog lines.

Just wondering if anyone has seen something similar?
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Softphone will not select "WSS timeout" (Mitel Connect 21.88.3753.0)

December 3, 2018, 8:12 am
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We have employees who work from home one or more days a week and, without fail, are unable to reassign their extension to their softphone until I adjust their account in Director to use "any IP phone".

In their "Connect-YYMMDD.HHMMSS.log" and in a Wireshark trace on the DVS server I see timeouts to the websocket proxy, which I believe is the IPDS service. Cycling the service doesn't bring any relief. In researching the WSS process on the Internet, I've encountered advice on editing NGINX.CONF to add explicit timeout values that are presumably longer than defaults, but I've also encountered just as many posts indicating that sort of change to the config really doesn't do anything.

Has anyone encountered something similar?

INFO: SOFTPHONE endpointSelector.js: No current softclient. Creating new softclient.
INFO: SOFTPHONE Creating Softclient - begin
INFO: NETWORK CAS: Built prefiltered URL (without params): https://HQ-Dir.domain.com/shorestart/start
INFO: SOFTPHONE >>> Softclient._bootstrap_0: [object Object]
INFO: SOFTPHONE WSS service location:https://DVS.domain.com:4431
INFO: NETWORK Batch Request Start
INFO: NETWORK Request 0: {"topic":"tel","message":"get-soft-phone-params","mgcp-endpoint-id":"EYEP_f964891480a8","timestamp":1543847519030, "request-id":165}
INFO: NETWORK Batch Request End
INFO: NETWORK Response: {"svcLocation":"https://DVS.domain.com:4431"}
INFO: SOFTPHONE >>> Softclient._bootstrap_1: [object Object]
INFO: NETWORK Batch Response: Start:
INFO: NETWORK Response: 0: {"topic":"tel","message":"get-soft-phone-params","timestamp":1543847519064,"sequence-id":4347520,"request-id":165,"response":0,"config-switch-addresses":["10.2.1.11","10.2.1.12"],"use-port-5004":false,"qos":184,"video-qos":136,"cc-qos":104,"dtmf-payload-type":102,"min-media-port":10000,"max-media-port":20000,"switch-ip-address":""}
INFO: NETWORK Batch Response: End:
INFO: SOFTPHONE **** RTC **** Create MGCP - ENDO
INFO: SOFTPHONE >>> Softclient._register_0: true
INFO: SOFTPHONE WSS ID: 1 CREATE
INFO: SOFTPHONE WSS ID: 1 connect error: timeout
ERROR: timeout
INFO: SOFTPHONE >>> Softclient._register_1: false
ERROR: SOFTPHONE: Could not create softphone because of error: WSSConnectionFailure
ERROR: SOFTPHONE: Failed to create softclient! Error: WSSConnectionFailure
INFO: SOFTPHONE WSS ID: 1 Reconnecting attempt 1
INFO: SOFTPHONE WSS ID: 1 connect error: timeout
ERROR: timeout
INFO: SOFTPHONE >>> Softclient._register_1: false
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Analog trunks not seen

December 6, 2018, 4:27 pm
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I have an SG90v with a harmonica and 8 total analog lines, 6 for phone (ports 1 - 6) and 2 for fax (ports 9 - 10). I plugged in a phone and tested all of the lines from the telco and they work perfectly in and out however only port 1 can be seen to assign as an analog loop start trunk. I have rebooted the system several times with no luck. I don't know if this has anything to do with my problem however when I make changes in the Voice Switches page the Built-in Capacity which is set to 30 + 0 will display in red (0 SIP proxy ports) and the change will not be saved. I have the fax lines set as extensions and receive a fast 4 beeps then a hangup. Thanks
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Programming a Button for large amount of phones

December 11, 2018, 7:53 am
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Can you tell me if there is anyway to program a button on IP480s or any phones for that matter and have it push out to multiple phones in a site? thanks.. Andrew
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IP 485G hangs during transfer or conference operations

December 11, 2018, 11:53 am
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The phone works perfectly for everything else. I have installed it on Connect build 21.88 and 14.2 build 19.48. In both instances I upgraded/downgraded the firmware through the D&M interface.

I can make and receive calls on the phone as normal. However if I lift the handset and receive a call and press the transfer or conference buttons. The phone immediately freezes so that replacing the handset has no effect. If the calling party hangs up, the phone still shows a connected call. None of the buttons on the phone work at this stage.

Today I tried it with the Communicator client installed. If I make a call from communicator while the phone is hung, the phone will place the call and all of the buttons work again.

Phone is brand new.

Your thoughts..
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Shoretel Communicator Workgroup Login/Logoff/WrapUp

December 13, 2018, 2:53 pm
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So, I have Shoretel Build 19.46 (Shoretel 14.2) and found this useful service on Shoretel director www service that allows users to logon and use a very limited version of the communicator.
http://<shoretel director DNS name>/login/

However, for workgroup agents, there is no LOGON/LOGOFF/WRAP-UP option available. I would like my workgroup agents to login and logoff using this web service instead of having to install Communicator on every desktop.

Is there a way that workgroup agents can logon/logoff without using the desktop communicator app? Can they dial into shoretel or use a web service instead?

I don't have the shoretel CRM app, and many of my people still use IP210 phones which have limited functionality.
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How can I enable international calling for one extension?

December 14, 2018, 2:42 pm
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I am trying to allow international calling for one extension, but I am missing something. I have a user group already in Place that has no restrictions on the COS-Call Permissions. I set my extension User group to this "Allow international calls" user group, but when I dial 9 011 and then the remainder of the telephone number, I get a busy signal after a few seconds, and the message "Reorder Tone" on the phone. What could I be missing?
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Voicemail message slow in playback

December 21, 2018, 10:59 am
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Several users on ShoreTel 14.5 system - same, single site but multiple (three Voicemail servers) - have been reporting playback of NEW voicemail messages slow and sometime garbled. Does NOT appear to be everyone (100+ users in this site) and only new messages coming in since yesterday. Old messages appear to play back fine.

HQ Server and three VM servers have been rebooted last night but to no effect.

Test shows that forwarding a slow message, the "slowness" goes with the message, and a good clean message does not appear to get "corrupted" (slows down).when forwarded.

Greatly disturbing to users since voicemail is so highly used.

Any suggestions would be greatly appreciated. Thanks.
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Shoretel and Cloudgenix

December 26, 2018, 7:26 am
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Is anyone running a Cloudgenix box on their Shoretel network? We have been running CloudGenix boxes for our SDWAN, and for some reason it keeps routing Shoretel UDP traffic incorrectly. Anyone having similar issues?
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