Manually register the ShoreTel plugins for internet explorer 14.2 or below

October 22, 2019, 10:19 am

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Common reason to re register the ocx files are as follows:

• Director hangs while loading the auto attendant screen
• The auto attendant Record, Play, Erase and Import button are grayed out.
• Unable to view or edit anything in the schedule screen

Voice Message OCX Procedure

1. Download the following file: http://servername/shorewaredirector/voicemessage.ocx. If using Active Directory the URL should be http://shoretel/shorewaredirector/voicemessage.ocx. Save the file to C:\temp directory for simplicity.
2. Close Internet Explorer. Ensure Director is also closed.messsage.JPG
3. Open a command prompt in Administrator Mode and type the following “regsvr32 C:\temp\voicemessage.ocx”. If the voicemessage.ocx file was saved to the C:\temp folder, then just copy and paste that into the command prompt. A message saying the file was registered successfully should now appear.register voice.JPG
4. Go back into ShoreWare Director and into the auto attendant menu. Director will now ask you if you want to allow voicemessage.ocx to run. Click Allow. The leave page dialog will appear again, click leave. Go back into Director and to the Auto Attendant menu. There may be a dialog box that appears about Windows Firewall, allow the plugin to run.

Schedule OCX Procedure

1. Download the following file: http://servername/shorewaredirector/twentyfour7.ocx. If using Active Directory the URL should be http://shoretel/shorewaredirector/Mi...wentyfour7.ocx. Save the file to C:\temp directory for simplicity.
2. Close Internet Explorer. Ensure Director is also closed.schedule.JPG
3. Open a command prompt in Administrator Mode and type the following “regsvr32 C:\temp\twentyfour7.ocx.”. If the twentyfour7.ocx. file was saved to the C:\temp folder, then just copy and paste that into the command prompt. A message saying the file was registered successfully should now appear.register schedule.JPG
4. Go back into ShoreWare Director and into the auto attendant menu. Director will now ask you if you want to allow twentyfour7.ocx. to run. Click Allow. The leave page dialog will appear again, click leave. Go back into Director and to the Auto Attendant menu. There may be a dialog box that appears about Windows Firewall, allow the plugin to run.

If any errors appears when registering the OCX files, run the command prompt as an administrator.

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6900 VPN settings?

October 22, 2019, 9:01 pm

≫ Next: Controlling server IP from ShoreGear T1

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I just got our demo 6900 series phones in today. Really nice, so far! They work great on our voice VLAN at the office (LLDP picked them right up), but I can't find a VPN setting in the phone config, or reference in the docs for how to connect to edge gateway (or if its even possible on 6900). Has anyone done this or found the correct doc to do so?

Thanks in advance!

Controlling server IP from ShoreGear T1

October 23, 2019, 2:32 pm

≫ Next: ShoreTel Call Recorder Client: No Phone: Version 3.0.0

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How to change Controlling Server IP from ShoreGear T1? I access ShoreGear T1 through ipbxctl. From option 2, I can view system configuration and saw Server IP and Controlling Server IP. How am I going to change IP for Server IP and Controlling Server IP which I only saw Change Server IP Address in option 3? Thank you.

ShoreTel Call Recorder Client: No Phone: Version 3.0.0

October 23, 2019, 5:16 pm

≫ Next: ShoreTel Phones and 802.1x

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Phone is connected to computer through ShoreTel Communicator but the Call Recorder Client shows Phone not found. How do I get the recorder to see the phone?

ShoreTel Phones and 802.1x

October 24, 2019, 12:31 pm

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ShoreTel 230 phones and 802.1x

We are looking to have our wired network be fully 802.1x authenticated, and I've got some questions that I don't see answered fully anywhere on the Internet.

The way I understand ShoreTel/Mitel phones is that we can either use MAC filtering (MAC bypass) or 802.1x authentication. However, in either case, they need to have AD accounts created with the MAC address being both the username AND the password. This seems like a pretty insecure way to do things since it can be spoofed, and it also almost doubles our current amount of AD accounts. (We use Windows NPS for our RADIUS server.) We'd also rather not have to touch hundreds of phones.

The other puzzling thing is that the Mitel documentation for 802.1x configuration says the two contradictory statements highlighted in yellow...

Capture.PNG

It would be nice if the second highlighted statement were really true, but considering MAC addresses are unique to each phone, I have no idea what this statement could possibly mean.

I'm not sure if there are any alternatives to creating a bunch of AD accounts, but it would be nice. Anyone have any pointers?

VPN 5300 Concentrator

October 24, 2019, 1:21 pm

≫ Next: Diagnosing Issues

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Is it possible to SSH into this device? The Web service constantly dies (VPN Connections keep running though) and I have to kill the power and restart it to make changes or check the status.

Diagnosing Issues

October 25, 2019, 10:08 am

≫ Next: Issues with two different 3rd Party SIP devices calling each other

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We have had several reports of disconnecting calls. I used to maintain a Mitel 5000 system and there was a clear place to determine what the cause of a call disconnect was (remote end disconnect, local end disconnect, excessive packet loss, equipment failure, line loss, etc.). Is there a place for something like this in Shoretel?

High delay - we are also seeing large amounts of delay in the call details on not only calls that have had poor quality and disconnects but also on good calls or calls where no issue was reported. This is also true about low MOS scores. Low MOS scores seem to occur on both good and bad calls.

SNMP - To try and gather info, I setup SNMP and the two vSwitches are reporting snmp data appropriately but none of the 6 shoretel branded appliances report any snmp data. Is this common or do we need to do something else to get snmp working?

Issues with two different 3rd Party SIP devices calling each other

October 25, 2019, 1:50 pm

≫ Next: Outlook Calendar not changing State of Phone

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We have two different types of 3rd party SIP devices that we have integrated with our ShoreTel Connect system (build 21.82). One is a cisco SPA112 ATA and the other is a dispatch console system. They've been integrated for a while and we haven't seen any issues with calling on either. Recently it was reported that the one cannot call the extension of the other. From the dispatch console side it rings the Cisco ATA but when the call is answered it drops. From the Cisco ATA side the call does not ring the dispatch console on the remote end but instead gets an AA recording "Sorry that extension cannot be reached at this time..."

These are both using the default 'System' SIP profile. At first i thought it may be a codec problem, possibly a mismatch or something. I don't see the call show up in the TMSNCC log.

Any thoughts?

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Outlook Calendar not changing State of Phone

October 30, 2019, 10:58 am

≫ Next: How to move from huntgroup to workgroup

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I haven't checked too many people yet but so far it looks like the call handling is not working with Outlook. When a scheduled event starts it does not change the phone to "In a Meeting", or "Out of Office." The Add-in's are loaded but the phone never changed from Available to In a Meeting. I have not rebooted the server yet to see if that fixes the issue but will try that later tonight. Does anyone know the service that controls that so I could just restart that? Any ideas on how to fix it? I have uninstalled and reinstalled the client as well.

How to move from huntgroup to workgroup

October 31, 2019, 11:17 am

≫ Next: 4 Digit DNIS to 10 Digit DNIS

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Hello, Is there a quick and dirty guide for replacing a huntgroup with a workgroup?

4 Digit DNIS to 10 Digit DNIS

October 31, 2019, 8:21 pm

≫ Next: Caller ID based Routing/Call Router

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We are getting a new PRI, and currently our phone company sends us the last 4 Digits of the DID to route the calls in our system.

With the new provider, they are allowing us to import numbers from multiple area codes, so I need all 10 digits.

Is there any way to easily edit the DNIS table without manually doing over 1000 entries and setting up a new PRI group!

Also does anyone know anything about a mitel Talkunent? I think I’m running low on disk space and the system isn’t dumping calls on the external drive.

I called our vendor and they are making a bigger deal out of it than it has to be.

I would gladly pay someone to look at our system.

Caller ID based Routing/Call Router

October 31, 2019, 8:28 pm

≫ Next: One Workgroup Agent Not Ringing

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We have the ShoreTel call router installed and it does a good job with caller ID based routing.

What I am looking to do is to see if this is possible. The first time someone calls in, I want the call routed to our auto attendant menu.

After the first call, I want it so if the person calls back the number is always routed to an alternate auto attendant menu.

As an example we have a phone number for new customers and tech support. Customers will call in for tech support, they get tired of waiting on hold so will call back saying they are a new customer (where we answer immediately) and will try to get support that way.

it just clogs up our sales line having yo transfer people, where if I could black list the number after the first call it would save my agents a lot of time.

might be custom programming.

One Workgroup Agent Not Ringing

November 1, 2019, 5:39 pm

≫ Next: Edge Gateway cant remote to it

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Hey guys, I've been fighting a user whose phone has stopped ringing when a call is inbound.

His phone rings when you dial his extension internally.

His phone rings when you dial is DID.

His phone doesn't ring if a call is transferred to the workgroup he's a part of, but the other 4/5 phones ring.

I've tried the following:

- Replaced the IP420 with a new phone (worked for about a day)
- Logged profile out and back in
- Deleted user profile and rebuilt it
- Deleted entire workgroup and rebuilt it
- Deleted phone from the system and reassigned it

Going to restart the switch/server tonight, but not sure where to go from here.

On Build 19.43.7902.0

Thanks!

Edge Gateway cant remote to it

November 4, 2019, 5:00 pm

≫ Next: Shoretel Reporting - MySQL DB

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Hi All
I am setting up (or failing too) an Edge gateway in our office as follows
ShoreTel build 21.90.9743.0
External Address's (3 1 for RAST, 1 for Remote proxy, 1 for Turn)
Internal Address 1 on same Lan and VLan as HQ Server)
3 external DNS mappings for the three external ip's
1 internal DNS mapping for Edge GW
as far as the Edge / System goes all looks good green lights
All address's are pingable and can trace route to external address's ( I use my mobile as a hotspot)
Router has NAT to translate external address to internal IP of Edge GW RAST,RP, & Turn interfaces

When I attempt to connect remote 480G phone (VPN is set to on and port 443)
It goes through the motions but fails to connect to VPN with the following "Pphone event 1501: unable to connect to VPN: VPN Connection (Rast-DTLS) to server xxx.xxx.xxx.xxx closed.
However the monitor screen of the Edge GW shows the phone with correct Ip address's for local and remote IP and the time it was established is also correct along with the Tunnel interface and received and transmitted packets and bytes.
about a minute later the above information in monitor disappears.

I am kinda lost as the logs from Edge GW don't mean a lot to me, Router logs are useless
so i am struggling to find the issue, any pointers would be much appreciated

Shoretel Reporting - MySQL DB

November 5, 2019, 11:57 am

≫ Next: ST200 Paging port not working

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As with many others, we're finding the canned reporting capabilities very lacking..

Trying to create some quick Excel / MS Query reports, I have found that the shorewarecdr database seems to be dropping old data from the database. Does it happen to store that data somewhere else before completely deleting from the database?

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ST200 Paging port not working

November 5, 2019, 12:05 pm

≫ Next: No Audio in remote MitelConnect softphone calls. - Edge Gateway config problem

≪ Previous: Shoretel Reporting - MySQL DB

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We are no longer getting any output from our paging port on our ST200 switch. I can plug my ear buds into the port and I do not hear anything when someone pages. If we log into the switch is there anything we can do to troubleshoot the issue?
Thanks

No Audio in remote MitelConnect softphone calls. - Edge Gateway config problem

November 5, 2019, 12:07 pm

≫ Next: Monitor Conference Call

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Our telephony providers have been installing this Mitel Connect system for almost 6 months now.

We've been assisting them in trying to figure out why remote users on the MItel Connect software cannot dial out using the softphone when off the network. Chat is fine.

As the tech docs outline, we've port-forwarded 443 TCP&UDP through the firewall to the three interfaces on the DMZ side. The last IP on the Edge Gateway (2nd virtual interface on eth1) is what we're pointing a host record to internally and externally with split DNS to connect with the softphone. As I said, it works ok inside.

When port scanning the Edge Gateway, all of the interfaces are listening on TCP443. and all but the last interface (the one used for softphone connections) is not listening on 443/UDP.

Is this normal? or do you think that's the root of the issue? What would make that port not listen on 443/UDP?

Monitor Conference Call

November 5, 2019, 1:55 pm

≫ Next: Getting WG VMs to Agent Phone

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Wondering if there's a way to monitor what numbers join into an internal conference call set up by a user.

Any assistance is appreciated

Getting WG VMs to Agent Phone

November 5, 2019, 2:36 pm

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Hey all, is there a way I can have VM's left for a WG show up on an agents phone? They have access to the WG voicemail on their desktop, but they have to constantly be checking the WG voice mailbox to make sure there isn't one sitting in there.

I'd like the lead agent in this WG to have his phone bing and flash when there is a VM in the WG.

WEBCMS database Schema

November 7, 2019, 12:37 pm

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Had a request from a customer, TAC was not much help and pretty much said that is not something they will provide or help with, Hoping someone here may be able to point me in the right direction.
"We are working on analysis project and trying to review the “WEBCMS” database which is hosted on our SQL server.
I understand this ShoreTel database contains main “calls” table and view “CallDetail” and was wondering if there is any readily available document which describes its schema."