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SSL Connection failed

April 23, 2020, 12:27 am
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I’m running version 14.2 using a VPN concentrator for a remote worker.

phone boots up, gets VPN login screen, and we can login.

phone finds FTP server and contacts FTP Server, downloads a few files and then we get the SSL Connection failed screen.

usually when I run into this issue, I just walk my employees into changing the VPN gateway address to one of our other 2 VPN concentrators.

I put the same username and passwords in all 3 concentrators to eliminate any issues having to use different logins.

tonight I had the same issue and don’t know what to do. Nothing works.

i tried assigning the phone to another 90 switch Incase we didn’t have enough Ip resources. I rebooted both my ShoreTel switches, and concentrators with no luck.

last thing I did before going home was to reboot the actual ShoreTel server.

any suggestions before I call our partner, who I reached out to last week for help, only to get a quote on a new system from a different provider.
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Soft phone license assignment via SQL

April 24, 2020, 12:08 am
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Hi all,

Sometimes I use SQL to assign a soft phone license to a few users. Does anyone have a script to assign the license to 60 users at once ?

thanks in advance
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Anonymous phones not listed for assignment

April 29, 2020, 8:05 am
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Good morning,

when I login to the Director to assign an anonymous phone to a user, the MAC address isn't listed. Can you tell me what the issue may be? thanks so much

Andrew
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SiP trunks in Connect

April 29, 2020, 8:20 am
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Do you still have to have a INGATE to do SiP trunks?
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Inbound Caller ID Issues

May 8, 2020, 7:02 am
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As I am having issues opening cases with Mitel at the moment after their change last week... I'll try here in the meantime.

I have a customer who sometimes sees only the main number (BTN) of whatever company is calling them, rather than the actual caller ID of the caller.

For some reason, the Mitel Connect system is using the P-asserted-Identity as the caller ID rather than the FROM in the Invite.

The problem is that for some providers, you have to use your main number (BTN) as your PAI for authentication when calling out (In this case in Germany, Deutsche Telekom and Versatel, at least, are doing this). So for customers of this customer who have other providers, caller ID looks correct. When a company with one of those providers listed above calls, they only see the main number.

I tried adding a string in the Ingate to take the from and use it as the PAI when sending the call to Mitel, but that didn't make any difference.

For one thing, why in the world would Mitel use the PAI instead of the From for Caller ID?
And does anybody have any idea how I can fix this? Either in Shoretel or in the SIParator (I consider this to be broken on the Shoretel side).



Here is an example, if it helps:

Via: SIP/2.0/UDP 10.20.20.31:5060;branch=z9hG4bKa69b7e9a26e7388cc 4585432907a1d34.0
Session-Expires: 3600
Via: SIP/2.0/UDP 10.20.20.31:5060;branch=z9hG4bK7307cb1366790e6cf b9d8d3c61458d5d.Y5e4DTsawJgYxof1fXKBdw__
To: <sip:+495118561xxx@10.20.20.31>
From: <sip:+495118xx53284@telekom.de;user=phone>;tag=2e6 94a58
Call-ID: e9542f624148964fc9aa25d6b9c4281@sipgt-01800a26
CSeq: 1 INVITE
User-Agent: SIParator/6.1.2
Contact: <sip:EXYRIrvnK29ty4aj5@10.20.20.31>
Supported: timer, replaces, path, histinfo
Allow: ACK, CANCEL, BYE, INFO, INVITE, NOTIFY, OPTIONS, PRACK, REFER, UPDATE
Max-Forwards: 50
Date: Thu, 7 May 2020 13:35:55 GMT
P-Early-Media: supported
P-Asserted-Identity: <sip:+495118xx50@telekom.de;user=phone>
Content-Type: application/sdp
Content-Length: 174
Record-Route: <sip:rHRBWC6otvMwpEx4PUzSH5b9c534d@10.20.20.31;l r>
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Identify this phone please

May 11, 2020, 10:46 pm
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printSysInfo - tMon and WD Reboots

May 12, 2020, 2:03 pm
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I've been looking into an issue remotely today and am unsure what's going on.

The user is reporting the phone will randomly say no service. I am pinging the phone and a PC plugged into the second port of the phone. I am seeing random (haven't watched close enough to see if it's on a regular schedule) chunks of pings timeout to the phone only, the PC connected through the phone pings away no problem. Switch port hasn't had any configuration changes and isn't reporting any issues with errors or overruns.

Telnet-ed into the phone and ran printSysInfo basically to verify everything looked okay in comparison to another phone. I noticed the problem phone has 3 tMon reboots and 78 WD reboots. It is an IP115.

Does anybody know what that means?
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Mitel Connect - Robotic Voice Issues - Please Help

May 15, 2020, 7:05 am
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Greetings,

We are having softphone call quality issues (Desk Phones work perfectly fine). Every so often a user makes/receives a call (doesn't matter which) and when the user talks they sound like a robot, but can hear the other person perfectly fine.

Note- When they hangup and call back it always is 100% clear

Mitel Server Build:22.11.4900.0 Enterprise Edition
MItel Connect Version: 214.100.1222.0

Hardware Info
Desktop: Lenovo Think Center M715Q
Laptop: Lenovo MT Thinkpad E595
*Both have 8 GB of RAM

Who is impacted: specific people, but these people are using the same hardware as others who are working fine

What we have tried/noticed:
1) Headsets - We have tried different headsets and the integrated sound card on a laptop. It seems to be computer specific as we use the same headsets on other pc's/laptops and they work fine.
2) Maxing out Resources on PC/Laptop - We have tried maxing out resources on a Laptop we know is good and can't replicate the issue. Also when individuals are having the issue they can just use Mitel and have the issue.
3) Network - We have checked our network already with our 3rd party Vendor (that works with Mitel) and followed all of Mitel's recommendations but do not think it is a network issue because other machines at the same site work perfectly fine. Mitel believes it is localized to the individual device
4) Windows Firewall - We have "C:\Program Files (x86)\Mitel\Connect\Mitel.exe" added in windows firewall.
5) GPO/Domain - We have two separate scenarios where a user logs into one PC and has issues but when they log into a laptop it works fine (there are laptops that don't work). Because of this it can't be a GPO/Domain issue
6) OS/Build - The machines are on 1909 (OS Build 18363.720)
7) Windows Update - Updates are managed by WSUS and should be the same throughout the organization. Because some are/aren't working we don't believe it to be an update issue. We have verified they are using the same version/build.
8) AV - All PC's have Vipre and Cryptoprevent on them. We tried uninstalling both on multiple machines and they still have the issue.
9) Drivers - We verified PCs/Laptops have the same drivers Sound Card Drivers
10) We used wireshark to capture packets to listen to the audio and going into the sound card is playing clear
11) VOIP - This is like comparing apples to oranges, but we used the 8x8 voip software to test and works just fine (No call issues)
12) There are no other common applications except Mitel Connect
13) We have upgraded Mitel Connect and our Server Build Multiple times hoping it would fix this issue
14) Under sound settings we disabled all other Microphones. We also compared settings to machines that are working and they are the same
15) Doesn't matter if the call is internal or external


*If you solve this you will be a hero as we have spent weeks trying to fix this
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Did 19.1-SP2 get pulled back?

May 15, 2020, 5:08 pm
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Shoretel Communicator Monitor Extensions

May 18, 2020, 10:27 am
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Hello,

I'm trying to figure out how to add more extensions to our reception desks. I've added a couple of work groups that I want to have on the bar I've circled in blue.

Thank you!

shoretel communicator.PNG
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Newbie Switch IP address change

May 18, 2020, 2:06 pm
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Hi, I just inherited a company that has a ShoreTel system. They have two geographical sites connected via fiber. each site has its own IP subnet. The server is at site A and its IP address will not be modified. There is a switch in Site B that needs to be modified however. I don't exactly understand how this system works, and I guess at this point I don't really need to know, but I do need to know how to change the IP address of the switch in site B and what affect that might have on the phones in Site B. Of course I have already updated DHCP scopes and created option 156 with the same ftp server info as before since the server is not changing. My thought was that I should be able to console into the switch and change the IP address but I am not sure, and I also do not know if (although I expect) there is some configuration on the server side with the switch address. Any help would be much appreciated.
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Disable 802.1X via Customsettings.ini

May 19, 2020, 2:29 am
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Hi all,

We are implementing Cisco ISE and want to disable 802.1X on our Shoretel Phones ( IP485G, IP480, IP655, IP210 ). Is there a way to do this via the Customsettings.ini ? Using Shoretel 14.2

I have read a few topics on this forum, but somehow none of them work for me.

I have tried to add : 8021xEnable 0 to the ini file but that doesn't work.

Any idea ?

Thanks in advance
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Softphone issues - outgoing calls disabled, incoming calls go straight to voicemail

May 19, 2020, 7:04 am
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Good morning.
Two of our Softphone users are experiencing issues in which they're not able to make calls and all inbound calls go straight to their voicemail. We are relatively new Softphone user org (since the pandemic) and we've had no issues at all except for some audio quality but that's more of the user's home internet. The one thing we've noticed is that for this particular users, we are not able to apply the new update. For some reason, it will queue the download bar, and shortel closes.
I am a Shortel noob and have no clue how to fix this issue. All of their settings seem fine and it's a very isolated case ,2 out of 14 Softphone users.
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Shoregear Switches Disconnect from Network

May 19, 2020, 4:59 pm
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I have a site that has a ShoreTel T1k, SG90 and SG90V. Last year the SG90 periodically will disconnect from the network. When it is down I cannot ping or telnet into it. If I disconnect the network cable from the SG90 and plug it back in, the switch will reconnect. I have changed the network cables and even new network switches. I have even replaced the SG90 but its replacement started doing the same thing. We have tried changing from Auto to Full Duplex to Half duplex. No difference.

Now our T1K is doing the same thing. It will disconnect from the network. Since it cannot see anything else, it will answer the phones calls but say this extension is not available. I have switched from the Lan1 port to the Lan2 port with the same results.

I cannot figure out what is causing the issue. Any thoughts?
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Mitel Connect Application - Monitored Extensions

May 20, 2020, 4:11 pm
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Hello everyone,

With the ShoreTel Connect app, monitored extensions would show caller ID in the app. The new Mitel Connect app doesn't show caller ID for monitored extensions.

Is there any way to get this functionality back?

Thanks in advance!
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Calls Automatically Routed to Local Auto-Attendant at DVS

May 21, 2020, 4:11 pm
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All, new here. Hoping that someone can help...

I am working on an older system, Build 19.47.9000.0. I did not set this up, and am inheriting it as admin.

2 Sites, Headquarters and DVS (branch site). Each site has a PRI coming into a T1 gateway.

The site in question has the following equipment
SG-T1k
Shoregear 40/8
ShoreTel Server (backup)

The problem here is that all calls to my DVS come in over the PRI (I can see using trunk test tool), go to the correct Hunt Group (specified in DNIS), but then are routed to the "Local Auto-Attendant", bypassing the Hunt Group rules.

Been at this for a few days, so I'm certain that I'm missing something obvious, just too deep in the weeds to be able to see what that is.








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Toll free number in Shoretel

May 22, 2020, 11:23 am
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The toll free number was set in Shoretel SIP per Sprint. Where do I find this toll free number so I set up to do forwarding to my internal phone?
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Simple analog phone system for hotel

May 29, 2020, 1:35 am
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I have a hotel with 200 rooms

owner has analog phones in each room. I want to assign all 200 phones to an analog extension so they can call the front desk.

I need about 4-8 analog lines available so guests can call 911

any thoughts? The electrician ran cat5 to each room.

he ran it as eithernet, but should make a difference if we run it RJ11
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How to ring an OSE (off system extension) in a Hunt Group?

June 9, 2020, 4:30 pm
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How to ring an OSE (off system extension) in a Hunt Group?

Customer has a 3rd party 911 dispatch system that we have setup SIP Tie Trunks too. Extension to Extension calls work fine. Setup 2 users respectively to match the 3rd party OSE destinations using External Assignment to ring them in a Hunt group. The calls ring across the SIP Tie trunk but disconnect after answering. Same affect if you call the new ShoreTel ext direct that is set for External Assignment. Tried playing with SIP Profiles, codecs and ext assignment options. Any thoughts on how to ring an OSE in a Hunt Group? I am having no luck finding any info. The system is currently on an old 14.2 build and being upgraded to Connect in the next couple weeks.

Thank you in advance!
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ECC Email using Gmail

June 10, 2020, 10:56 pm
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HI All
I am just setting up our in-house ECC Builf 508.10.3320.0 Connect Release 22.11.9300.0
I have Voice working o.k. in basic form (I cant Get GCCS to actually open on any machine except 1 (I have a ticket open with TAC)
but have now started looking at Email. our email is hosted by Gmail but whenever i try to set any account up and test the connection i get failed stream message
there doesnt seem to be a lot of info on Mitel site regarding ECC email
just wondering if anyone has set up or know of how to Docs for gmail?
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