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Remote Voicemail

March 3, 2020, 7:22 am
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Hello, my organization uses a very old shoretel system that still uses shoreware director thru internet explorer. It says the build is 17.22.5240.0. if that helps.

There is a chance my city can be locked down due to virus spread concerns and I need to set up the ability for our users to access their voicemail remotely.

I have looked up all the guides and have tried adding an auto attendant menu option so that users can access their VMs, but all the guides tell me to set # to "voice mail log in" in the drop down menu. However, there is no "voice mail log in" option whatsoever to select.

I pressed the VM button on my desk phone and can see it dials into extension 213, but I can't seem to find this within shoreware director or have the AA call 213.

Excuse my ignorance with this software and I greatly appreciate any help that I can get to get this working for my users. Thank you very much for your help and time.
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Workgroup Voicemails freezing and disappearing

March 4, 2020, 12:16 pm
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Is anybody still having issues with WG VM's still freezing where users can't click play or not having WG VM's show up on time or for every WG member? We were led to believe this would be fixed in the 19.1SP1 upgrade but are still having issues with it. Did anybody find a fix for this issue? I have tried recreating the specific users and that did not resolve the issue. The only fix I currently have is if you remove them from the WG, restart their client, and then add them back they would be able to play VM's and see them all correctly again. This gets frustrating for them though if they have to contact me multiple times a day to do their jobs. Thanks for any advice!
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Ability to search for users by extension number

March 4, 2020, 12:19 pm
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With our upgrade to 19.1SP1 we lost our ability to search for users by extension number, both in the Name and Number search bar and in the forward voicemail search bar. It works if you type in a name but I have found our that my clients apparently don't know their coworkers names. I was just wondering if anybody else has seen this issue and knows how to fix it. I will open a ticket with Mitel if not.
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ATA SIP device works on one SWITCH not on other

March 12, 2020, 11:47 am
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Our HQ Site has a SG50 and an SG90 .. When the SIP device is associated with the SG50 it works fine , can make calls etc.. when it is connected to the SG90 the calls drop as soon as they are answered. The SG50 slots are all occupied with 5 IP Phones yet the 90 has one slot with 100 Proxy's . The devices are set to SIP register with the ip of the SG90 (which they do fine).. but when I go to Telephones and see what switches they are associated with the device that wont work has been associated with the SG90 .. thanks for your help/
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Spare Equipment proper Config

March 12, 2020, 2:10 pm
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We recently had a freak event where BOTH our SG90s froze up and needed to pull the power on it (wouldn't even respond to pings). All the ip phones went offline.

What i noticed is that the Virtual Switch we where running that is listed in "Spare Equipment" didnt kick in.

Is there a proper setup for N+1 redundancy like this? Am i missing something?

Should mention its in "Standby Spare" mode.
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Softphone Not Working

March 13, 2020, 5:23 am
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Seems the softphone features which we do have a license for is not working. When you set it in Connect the program sits there for a bit and then reverts back to the desk phone.

I have a feeling it cant find the server for some reason. No firewalls are blocking the connection

Anyone know what DNS hostnames or any is used to use softphone, if connect works should the soft phone too?
Is there any logs that could help debug this problem?
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SG90 Error Message Scolling

March 16, 2020, 12:59 pm
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When I telnet into my SG90 I have all debugging off and yet this message is rolling continuously. .. this is new #ERROR SIP MSG SIZE TOO SMALL = 4
I have searched high and low on the web and do not find any reference to this variable (msg size) except for a CISCO phone post.. Im not sure where to start troubleshooting.. thanks
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Softphone not working, cannot get it assigned in the Communicator

March 17, 2020, 3:26 am
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Hi,

I have several users that where able to use the Softphone until yesterday. Suddenly some of the cannot switch to the Softphone anymore even though it's not greyed out. When they select Softphone nothing happens and it stays on "Unassigned" or "Primary Phone". This happens with Office users in different locations but also with VPN users.

Any ideas ? Is there a maximum of users ?
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Hunt Groups - Extensions using Communicator set to Mobile

March 17, 2020, 1:42 pm
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We have many end users working remotely at this time. We have instructed our users to configure Communicator for use with a Mobile phone through "Configure Phones..". They then switch Communicator from "Primary Phone" to "Mobile". Extension to extension works normally. Any calls to an extension ring through to the user's mobile phone number.

We have hunt groups that live on switches between multiple sites. (Shoregear 120/24). When dialing a hunt group with users that are set to Mobile, the call rings once on all extensions then send the call directly to one number.

Is it possible to allow hunt groups to simultaneously ring multiple mobile users and pass the call to the extension who answers? Is there a specific configuration necessary for this to function?
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Calls Routing to Backup Auto Attendant

March 19, 2020, 9:23 am
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For brief periods throughout the day outgoing calls are routed back to the auto attendant. This lasts for about 2-3 minutes. Here is some info.

Good Call

GUID: 00120000-47d6-5b7c-2ff8-001049049ea6
TAPI Call ID: 0x9FF0ACBE
Record ID: 13751
00:00 Reese Gardiner - 1376 called (866) 951-1151
20:47 Call terminated

Bad Call

GUID: 00120000-47c7-5b7c-2ff8-001049049ea6
TAPI Call ID: 0x547B3BDA
Record ID: 13748
00:00 Reese Gardiner - 1376 called (866) 951-1151
00:06 Call terminated

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Workgroup voice mail mailbox question

March 21, 2020, 10:52 pm
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We use a 3rd party to transcribe our voice mails. We email the wav file to a 3rd party company. They transcribe the message and email it back a few minutes later.

I haven’t gotten any voice mails for a week, come fo find out the mailbox was full.

I deleted the messages and everything is fine.

How can I get the system (ShoreTel 14.1) to auto delete the messages? It’s a constant issue every 6 months having to clean out the mailboxes.

Second issue is when a customer finishes leaving a message and presses # to send the message, it goes to a default auto Attendant. How can we change this?
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Oaisys tracer/talkument

March 21, 2020, 11:01 pm
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I purchased one of these systems back in 2008 when I was running ShoreTel 9.1.

Everything was fine until we upgraded our ShoreTel server, and went to version 14.1 in 2013.

Our ShoreTel vendor made us purchase a new Oaisys server at a cost of about $10,000.

I tried to ask if we could just use the same oaisys device, but they insisted I needed a new server because it wasn’t compatible with ShoreTel 14.1

The unit we have now does (2) PRI connections.

We just recently added a 3rd and possibly 4th PRI and I need a recording solution.

I took the old tracer unit out and plugged it in, but the hard drive died.

So the question is this. I don’t really care if it interacts with ShoreTel. As long as I can have some type of call recording I’m happy.

if I replace the hard drive, is there any software I can get to use the old oaisys tap board to record calls?

Can I get the software from oaisys (which is now mitel) without them refusing to talk to me because I didn’t buy their support, or the support is expired?

Is anyone interested in helping me do this without having to spend thousands going through my vendor?
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IP400 over vpn issues

March 23, 2020, 8:30 am
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We have an on premise Mitel connect (21.90.9743.0) and an edge gateway appliance.
I have an IP400 phone I'm trying to setup for remote work.
I've gone into setup and entered the vpn info on the phone, the phone connected and shows it's ready. It has the correct time.
When I make a phone call, just using our auto-attendant for testing, I get audio for 1-2 seconds, then it cuts out. Sometimes it comes back on for another second, then out again.
On our firewall (watchguard), I've put in TCP/UDP policies to allow all traffic between the IP pool assigned for the IP400 phones and our HQ and Shoregear appliances.

I also can't change mode on the phone or get to the directory.
We have a few dozen staff using softphone remotely without VPN, connecting to the edge gateway, without issue. Their Connect clients work perfectly.

Any thoughts on what to check?

Thanks.
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Softphone on ShoreTel 14.2

March 24, 2020, 1:32 am
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Hello everyone,

Since the CORVID-19 virus we have a lot of home workers from different countries ( UK, Netherlands, France, etc ). Most of the homeworkers have a softphone assigned and use VPN to login to the Shoretel Communicator and make their calls. The HQ is in Holland and that's also the location where the VPN box is located. The users from our German office cannot make international calls over the softphones with their own number. I have to enable the "Holland" trunk for the users to call out, but in that case they call out with the Holland Main Number.

When the Holland Trunk is not enabled, they get the message in their screen : Shoretel cannot complete call reorder tone
Hope this explanation is clear

Any ideas what this could be ? Is this provider related ?
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Ingate Siparator

March 24, 2020, 6:00 am
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Is there a trick to saving a config for an Ingate Siparator?

Seems like once we reboot the device it goes back to a default config. Anyone know of a bug causing this?

I feel terrible posting this because we are probably missing something painfully obvious...
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External Assignment/Call Forward Trunks

March 24, 2020, 6:05 am
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Is there a way to define another set of trunks to be used for Call Forwards/External Assignments?

One of our upstream provider is bogged down with calls so lines are limited. Hoping to take the stress off by not using them for call forwarding.
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Softphone woes...

March 24, 2020, 2:45 pm
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As we are working on transitioning everyone to "remote workers", we're finding that we're using the softphone a lot more than we have in the past, and I've come upon a couple of issues, that I'm hoping someone here has run into. I know overall, the biggest "supported" answer is going to be to use a "supported headset" for at least some of this, but the sudden transition combined with Amazon not shipping "prime" for a while makes that a long term answer, while I need a short term solution.

1.) Has anyone seen and overcome low volume issues on calls on softphone. Pretty much company wide we're seeing issues where when using softphone the users have issues with the volume of the outside caller being low. For the most part this is over the built in speakers on laptops. Everything else including the "ring" volume is *plenty* loud, but the callers voice is at quite a low volume even with everything turned all the way up, and with external amplified speakers connected. I've been asked to see if there is anyway to increase this volume but numerous searches thus far have netted me nothing.

2.) I have one series of HP laptops where the built in microphone will absolutely *not* work for the softphone. The microphone works fine with everything else (Teams, Skype, etc),but even if I specifically select that as the communictions device for the Softphone, it doesn't work at all. No errors, I just don't get sound. I've got three identical HP laptops (dragonfly), and the same exact issue occurs on all three. I've tried every combination of audio device settings I can find with no solution. Hoping maybe someone else has seen this on a machine and come up with something.

I know for both issues using a supported USB headset will likely fix the issues, but right now pretty much every place I've looked I'm looking at at least a week before I'll be able get anything shipped.
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Partner support and such

March 24, 2020, 2:47 pm
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Hi all,

Just wanted to get the lay of the land when it come to partner support. Its a bunch of questions id like to get some clarity. I know different partners work differently.

The Base fee that you pay ShorTel/MiTel to keep your equipment under support. I understand a bit of that money goes back to the partner that sold it to you.


But what does that actually give you?

Do partners provide some support for this amount, or do you have to then buy an additional plan/hours/whatever?

I understand the end-user (company owns the system) does not have access to the resources of mitel even though they are the ones that paid?

If you need to buy additional support what the point of having Mitel Support if you cant use it?
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IP230 phones lockup

March 25, 2020, 6:33 am
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We have mostly ip230 phones in our network. All the sites have a site to site VPN back to the SG90 + SG Director

I found that at times in the morning (i am guessing when there is disruption in the vpn) some phones are stuck on "requesting service". Director shows "Out of Service"

The phone will not respond to anything i tried to

-RESET using
_ - ##RESET,
_ - bouncing the poe port,
_ - physicaly disconnecting the network cable
_ - Via director (no luck)
- Factory Reset

The phone still responds to pings (from both sides of the tunnel and even from the HQ server) and other phones on the same LAN work fine.

The only thing i found that brings the phone back to life is if i move it from one switch to another, then the phone will reconnect almost instantly. (and i can even move it back to the original switch at that times)

Anyone seen this, have a solution or how i can better troubleshoot it?

Thanks
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softphone can dial out but not receive calls

March 25, 2020, 8:58 am
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Hi all!
With all the recent remote worker stuff, we have run into an issue. I have a user that is connected via VPN. She can sign in to ShoreTel Communicator just fine. She can make outbound calls, both to extensions and outside numbers. However, when I call her using any method (extension, DID, from my cell) I get the 'you must first dial a 1' recording. Has anyone else run into this? Thanks!
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