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Shoretel Connect - Local cache?

December 27, 2018, 11:42 am
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Hi there,
I've already learned quite a bit just from browsing this forum, but I can't find anything to answer this question definitively.

Does Shoretel Connect have any sort of local cache? The reason I'm asking this is that I have a couple individuals across my domain whose Connect application will not connect. They get a basic error message, "Unable to find your server at %servername%". This is not a networking or a routing problem because other individuals in the same office location are fine. The affected users are fine if they login to another PC. Uninstalling, deleting reg keys, deleting any leftover folders, restarting and reinstalling does not help. In one instance I recreated a person's local and roaming profile and it did help, which leads me to believe there is something local that gets 'stuck' in this failure state and prevents the client from connecting. Obviously blowing away profiles is not a sustainable solution to this issue.

Also having issues with IP480 handsets not able to use CAS features, but that's a story for another forum post if our integrator can't help...
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Algo 8180 License Requirements

January 3, 2019, 11:39 am
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Hello,
I am hoping someone can confirm what i need as far as licensing. I am going to install 2 algo 8180's for a client and need to know what i need as far as licensing. I know i will need 2 SIP licenses for the devices, but do i also need 2 ext/mailbox licenses for the device extensions or does the sip license cover that?
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Hunt group calls to cell phones

January 4, 2019, 4:09 pm
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Customer is wanting to replace spectralink phones they are having lots of issues with. They wanted to replace them with cell phones and have hunt group calls go to these cell phones. Have tried several methods to get this to work but not finding a solution. Have created phantom stations and added them to hunt group. Then set users up with forward to cell phone and then external assignments. However not able to get a hunt group call to follow this in any way. I kinda thought this would not be doable but want to throw it out there to see if someone has a way of making it happen. My suggestion is 930D's or analog cordless, but they already went ahead and got cell phones.
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Queue Monitor

January 8, 2019, 4:19 pm
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Can we increase the number of calls that we can view in the queue monitor?
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shoretel with sip trunk - outbound call only ring once

January 9, 2019, 3:55 pm
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We switched to a new sip trunk provider. A staff called out to a customer and on the staff side ,she only hear one ring and it goes to dead air. But on the customer side, it is still ringing. So the staff wait like 5-6sec before the customer pickup. which is like around 3 rings. I think i need to setup a custom parameters under sip trunk profiles. Anyone experience that? On the old sip carrier, when a staff make a call. they can hear it ringing and ringing. But not having to hear the ring is annoying. anyone know how to fix this?
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ShoreTel IP8000 SIP Registration

January 10, 2019, 9:50 am
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I was given a few of the IP8000 units that originated from Ebay for a cheap conference room solution and asked to get them to work. We bought one a few months back and it setup and configured fine. This latest one we purchased has me pulling my hair out. After reading and trying suggestions from the many threads in this forum I am at a loss for why we cannot get it to work. It is identical to firmware revs and configuration yet it refuses to work. I have reached out to my local Shoretel/Mitel support but have not heard back.

First off environment info:
We are running Mitel Connect - Build 21.86.1828.0
We have ample SIP device licenses
My SIP proxy switch has about 97 sip port still left (SG90)
I have configured this unit the same why we configured our working one (See screenshot)

I have an active putty session with the proxy switch and enabled the following (per other posts) to see if it would give me any more info:
dbg “on sipproxy” - You'll see communication from the Proxy
dbg “on sipext” - You'll see what is going on from the phones

I do not see any SIP traffic originating from the device.

I then setup a port mirror and wireshark to see what the traffic looks like and confirmed there is never any SIP traffic, just a dhcp request and some ARP'ing

Another post suggested navigating to http:\\ipaddyofIP8000\support but this prompts for a username password that I have tried many with not luck including admin\ShoreTel

My questions:
I have tried a device reset from the web GUI but that just seems to reset the settings. Is there a hard reset\ factory reset on these units? If so how?
Does anyone know the support password for these devices and will it even help my cause?
I know there is a newer firmware out there, how can I obtain this?

Thanks in advance!
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Trunk Activity Detail Report: Internal calls from a specific extension

January 10, 2019, 2:20 pm
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Greetings,

In our Trunk Activity Detail report for the day, the vast majority of calls in the "Calling #" column are external 10-digit phone numbers, and the "In/Out" column lists says In. In the cases where we see an internal extension for Calling #, we usually see Out under In/Out with an external 10-digit phone number under "Dialed #." This is all very much expected. The internal extension under "Dialed #" is usually just our auto-attendant.

However, sometimes we see a line where both the "Calling #" and "Dialed #" are an internal extension. Why would these show up in the Trunk Activity report? We are stumped by this especially since the owner of the "Calling #" extension says he didn't make any calls at those times and was at his desk.

Can anyone suggest a scenario that what would cause entries in the report to appear this way?

Thanks!
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Cant have more than 3 people on a confrence call.

January 7, 2019, 1:34 pm
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Greetings,

We have a client that is unable to add a 4th call into their conference phone. It notifies them that they have insufficient resources but i checked the switch and it looks to have 12 built in make me conference port configured.She also mentioned that after the third call is accepted she is not able to press the conference button.


Build:21.84.5535.0
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Can the Edge Gateway be installed on 14.2?

January 14, 2019, 12:50 pm
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I understand that all will need to go to Connect this year, but we have a customer that may need remote phones active before we upgrade. I remember some things like VM switches came out on 14.2, but I cannot remember if the Edge Gateway was available. The new admin guide doesn`t say or I`ve missed it. Thanks.
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Polycom 6000

January 14, 2019, 1:14 pm
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By default these phones don't dial outbound if you go off hook first and try dialing a 9 and then a 11 or 10 digit number. I can call out if I type in the 9 11 digit number then hit the Dial soft key. I looked at the ploycom forums and got the dial string that was suggested but that doesn't allow me to dial anything. Anyone have the dial string so it enables the phone to dial 11/10/7 digits when going off hook first? The current dial string is below

[2-9]11|0T|011xxx.T|[0-1][2-9]xxxxxxxxx|[2-9]xxxxxxxxx|[2-9]xxxT|**x.T
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IP 230 going direct to voicemail

January 14, 2019, 5:14 pm
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Hi all... I have an IP 230 phone that when receiving calls from other extensions it goes straight to voicemail... I have reset, cleared and restored to factory settings but alas the problem remains. I have swapped the handset out for another which fixes the problem for that user, however if I allocate the phone to another user the problem follows the phone... Any ideas?
Thanks
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Help with VSA (Expected product type: SG-VSA Actual product type: SG-MX500)

January 15, 2019, 8:00 am
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All,

We are in the middle of a hardware migration to Nutanix (which I know isn't technically supported) which is why I am coming here for help. We have successfuly moced our Linux DVS, Virtual Swtiches, Edge Gateway, Mobility Router, ECC, and HQ all over to Nutanix (which was not easy)

Our last holdout is our VSA, we can get it to move over and boot no problem however when it comes up in Nutanix we get the following error in Director
Attempting to connect to switch at IP address x.x.x.x with incorrect product type: Expected product type: SG-VSA Actual product type: SG-MX500 The configuration database has the incorrect product type for the switch at this IP address.
Everything can connect to it and if you look at ti in director all services are started on it. Just looks like for some reason its thinking its a different product type, because Nutanix isn't a supported Hypervisor we are kinda on our own on this one so hoping someone has an idea of what I might do to troubleshoot.
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14.2 -> Connect build 21.90.4128.0 upgrade causing HQ voicemail to fail

January 17, 2019, 11:08 am
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I'm posting this up out here to get an idea of how many people have experienced this...

We've moved two customers to Connect from 14.2 on build 21.90.4128.0. They are both experiencing randomly where HQ stops answering calls to voicemail extension, and you've got to reboot the server to restore voicemail functionality. We have moved a lot of people to 4128 who were already on Connect and haven't had the issue. Has anyone seen this yet? We're working with TAC which has produced no solution yet...

Guess I should add they were both on Server 2012R2. Clean uninstall/reinstall had no affect.
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Install replacement SG90

January 17, 2019, 2:07 pm
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I was able to configure IP, server settings, etc via console. When the switch reboots it returns this:

Loading: ftp: expected 125, received 150 Opening BINARY mode data connection., aborting

I can ping the switch IP but it won't burnflash.

Any ideas?
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Having trouble deleting a trunk group

January 18, 2019, 5:02 am
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I went to delete one of our trunk groups and this popped up.

Attached.

How can I fix this error so I can remove this trunk group?
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Skype for Business Cloud Connector Integration

January 20, 2019, 12:29 am
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multiple email pointers for one voice message

January 21, 2019, 10:52 am
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anybody seen this before
client is on connect
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Downgrading Phone firmware.

January 22, 2019, 11:17 am
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Hi
I built a test environment to practice the migration from 14.2 to Connect. I upgraded successfully but I needed to test some other stuff on 14.2, I reverted my VM but now my test phones are stuck. They won’t communicate or reset. Is there a way to reload the old firmware on these phones? They are IP 655 and 230 phones.

Also once you upgrade a voice switch is there a way to revert? I have an SG50 that I want to use.
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Fraud calls?

January 24, 2019, 6:37 am
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Last night, we received 180 inbound calls to random extensions from 9:00 pm to midnight.
Inbound caller IDs are all different but all starts with +601 followed by 8 digits. When I Googled some of the numbers Google came back with China or Malaysia number. Are they trying to hack our system? I checked our logs between those hours and did not see any outbound calls. Most of the calls went to our auto attendant extension. How and where do I check if fraud calls were made from our system?
Also, what Event ID can I use if our trunks getting full?
Thanks.
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New site/911 Routing

January 24, 2019, 2:02 pm
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I am a bit new to Shoretel (though I was the admin for a company with a 200 person call center on Mitel for over 10 years) but I am really digging the shoretel connect director. We opened a remote office and I want to deploy phones out there without a shoretel switch. My goal is to just have those phones connect to our primary campus over the redundant vpn connections. I think this all should work (at least it does in my mind) but the one thing I'm not positive about is the 911 and cesid.

I'm assuming i should setup a site and then use the IP Phone Address Map to ensure those phones use the correct cesid. Are there any other considerations that I need to account for on that?
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