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Replacement SG-90

October 13, 2020, 10:59 am
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We ran into a situation where we power cycled some of our remote equipment which included a SG90. Unfortunately it did not come back online either immediately or after waiting for 30+ minutes. The person onsite indicated that there were no lights on for this device. Unfortunately the spare did not pick up for it so we removed the spare and readded to the site as a standard switch and moved all the phones to that. We submitted an RMA. Later, I can now ping the device but director still indicates a communication error.

With the new device, I was planning on getting the MAC address, setting the IP address, and sending onsite to have them plug in. However, it seems the replacement never boots to a login prompt. It seems to be in a boot loop with a significant amount of time spent outputting:

Code:
0x7f8d50 (tNetTask): TX ERRPR 0x1401
and

Code:
get_myaddress() delayed 19 sec, err=-1
It also seems to be retrying DHCP repeatedly.

There is also a countdown shortly after initial booting (and after its boot loop) where it says to press any key to stop autoboot. It does not respond to any key input during this countdown though.

Am I incorrect in my assumption that this should boot to a prompt for me to login where I can set the IP address? Do I need to plug this into a network so it gets a dhcp address to make it happy and boot?
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ATAs and Faxing with ShoreTel

October 13, 2020, 1:04 pm
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TL;DR Faxing on ShoreTel Mitel is poor.

Hi all, need your advice here. We are migrating from a Cisco phone system to a ShoreTel/Mitel System. Build is basically the latest Mitel Director Build:22.11.9300.0. We have a wonderful Mitel support/vendor. I just feel like an idiot engaging them for something that should be so trivial.

Faxing on the Cisco system consists of using Cisco ATA186 devices connected to fax machines. They work perfect. Zero issues. Faxing just works.

So we decided to flash some Cisco ATAs (originally SCCP) with a SIP firmware and connect them to Mitel Director. They authenticate great. Analog calls are fantastic from them. But when it comes to faxing, it's awful and unreliable. So I thought maybe try a different ATA. I scooped up a Mediatrix unit which hardware-wise is identical to the one Mitel sells. Must be same factory in China. So I set that baby up to Mitel. Analog calls are fantastic. Faxing is awful and unreliable.

So after endless Googling and things, I made what I thought was all the tweaks possible to Mitel Director, the ATAs and Fax machines. I messed with, Custom Codecs, Non-T38 Data Terminal, different PRIs, different trunk configs, lowered baud rates, shut off error correction of fax machines, and so much more. You name it, we probably tried it. I even tried SG24 and ST24 switches right form Mitel. Still no better.

It's just got to be something silly, especially since Cisco does it flawless. Do you folks have any thoughts on how to get faxing as best as it can be? Can you share with me what is working for you? Fax machines simply can't go away with our line of work in the health industry, so I'm really only looking for advice that is only for Mitel and ATA units.

Thanks so much for your time.
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Shoretel Web Services SDK 400 Bad Request Error

October 13, 2020, 1:20 pm
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Hello,

We're using the Shoretel Web Services SDK to make calls via a web browser. Seemingly randomly, a random user will be unable to connect to use the SDK. They'll receive a 400 bad request and the server logs (ShoreTelWebSDKService.txt will read something like:
"DialNumber from xxx to xxxxxxxxxxxxx throwing FailtException with message = Extension number xxx is Unconnected!, faultCode = Sender, CustomSDKErrorCode = Invalid Argument"
Has anyone seen anything like this?
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Downloading Private Voicemail

October 14, 2020, 10:48 am
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I have a recently upgraded customer who is asking about downloading private voicemails. I can understand not being able to forward them, but has anyone found a work-around to be able to download them?
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Call History and Directory Issue after Cert Update

October 19, 2020, 10:39 am
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I updated our systems cert today. Everything seemed to import properly but I have two IP6930 phones that won't bring up the Enterprise Directory or Call History. I get a request timeout error. Our IP485 phones do not seem to have this issue (although our old cert expires tomorrow). I've done a config clear on both phones (IP485 and IP6930). Is there anyway to verify what cert the IP485's are using? Anyway to force a new cert download on the IP6930?

I should add that login into the Director admin webpage shows the new certificate being used. So does the Mobility Router and Edge Gateway. The desktop client and iOS app also connect with no issues.

Thanks
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Oaisys Talkument Installation

October 26, 2020, 3:49 pm
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I have (2) PRI's in my office and use an Oaisys Talkument Tracer with my shoretel running version 14.1

System works good!

So a few months ago I ended up getting (2) more PRI's through AT&T and I have an old Tracer unit before I I upgraded my system in 2016. I don't care if this does all the reporting with shoretel, I would be happy if I can just record off the PRI and search from phone number?

Can this be done?

Is there anyone familier with the software that I could pay to set it up for me? I have the cards, server and software along with a lock key/license
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Internal lines dropping during conference call

October 28, 2020, 10:15 am
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Over the last several months users have reported that if they are joining a Shoretel conference from an internal phone that their connection would drop after 10 minutes. The ten minutes seems to be pretty consistent. I have determined these users were dialing the full 10 digit conference number. If they just dialed the 4 digit conference extension it would not disconnect. No issue with external users. Only change is that a new certificate was applied in July. Using a SA100. Any idea what would cause this issue?
Thanks
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Shoreware Director web console HTTP 500 error

October 28, 2020, 11:45 am
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We are getting an HTTP 500 error when trying to connect to the shoreware director web console. We noticed that this correlated to whether an admin was logged into the phone server. If an admin was logged into the server, the web console could be reached, If an admin was not logged in with an active session, the web console would error with HTTP 500 error.
Any help would be appreciated
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Softphone - Mute incoming calls

November 4, 2020, 11:18 am
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Version: Mitel Connect 214.100.1231.0

Issue: When a user is on an outbound call and gets a call from a workgroup he constantly hears the incoming call tone and has trouble hearing the call he is currently on because of the ringing.

What Should Happen: When the user is on an outbound call, if they receive an incoming call they should not hear audio alerts. If they are not on any call they should hear audio alerts.

Notes:
Under Telephony “Suppress Call waiting tone when I’m on a call” is already checked
Under Notifications > Sounds > Disable Audio Alerts seems to disable the incoming call tone but doesn’t get sound notifications of any incoming call. The user is in a position where they need sound notification.

Anyone know of a way to fix this?
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Mailserv and PortMgr services stopped

November 9, 2020, 10:58 am
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Both of mailserv and portmgr services are stopped from one of switch v90. Reboot switch and restarted them but they are still stopped. Please help.
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Agents can not login to Interaction Center post upgrade from 14.2 ECC9 to Connect

November 13, 2020, 7:55 pm
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Upgrade from 14.2 to Connect and Connect Contact Center yesterday
all appeared to go OK
however Agents can not login to Browser Agent interaction center
after entering User name and Password get "an Unknown Error has Occurred"

as a side Question if the users (Agents) have AD Ticked and their accounts work (ie Connect client starts with no issues, Which it does) should the ECC Agent Webpage automatically log the Agent in ?

I have a case open with TAC but it is the weekend and i haven't got a response after a good few hours
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External Assignment Extension Is Invalid

November 16, 2020, 11:43 am
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The Shoretel system, when an extension is assigned to an external number, has an audio message with an error that the extension is invalid when someone calls it. The same extension when switched to another user group then works fine. What is the process for diagnosing this? Where can I view logs that will show what is occurring in the error condition and in the non-error condition? What could cause the difference?
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MS - Flash being disabled or blocked

November 23, 2020, 8:10 am
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We are still running 14.2 director and ECC 9 will flash being blocked or disabled / blocked affect us from access the director web page?
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Shoretel Director Ringtone change for all phones

November 26, 2020, 11:53 am
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Hello,

Recently I was trying to change Ringtones for phones in a user group. While I can see the ring pairs 5-14 and they can be changed. I'm not sure how to push these changes to all phones in that user group. Ideally I would like to change the ringtone for ring pair 1 (the standard ring tone) so all these phones in the user group are updated.


As a side note I can do the following without issue; I can change the ringtone on the phone itself (but it can only see ring pairs 1-4). I can also go into individual phones (has ring pairs 1-14) and change the ringtone (which works).

Thanks for any assistance I receive.

*using Ver 19.45.1602.0
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ST100DA and ST100A

November 27, 2020, 2:24 pm
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I am currently using an ST100DA on my ShoreTel SBE system but when I ordered it it came with an ST100A that I did not use. I haven't had any issues until Wednesday when the power went out over night and I came into work with my phone systems not working. I had to log into the switch via telnet as it wouldn't boot. I was able to reset it and get it working, but now I'd like to research my options on the possibilities of getting the ST100A working as a backup. I do not use any analog lines or the T1/E1 port. I can get the SIP Truck created in the Mitel Connect Director, but incoming and outgoing calls will not work. Just silence. My service is AT&T IP Flex. If I cannot get it working as is, would it be because of hardware or software limitations? Physically I see that the ST100DA has the T1/E1 port, which I don't even use. Is it possible to flash the software from the ST100DA to the ST100A? the ST100DA gives me the option to Assign digital ports as 30 SIP Trunks with Media Proxies which I do not have with the ST100A. Any thoughts would be appreciated. Thanks!
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Softphone no incoming audio until putting the call on hold.

December 1, 2020, 10:13 am
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Hi. I took over our Mitel recently and am working on a REALLY annoying issue. On my laptop, using the softphone, I can outbound dial and have a two way conversation. If I dial in to my softphone and answer it, I get no two way audio. until I use my softphone to put the call on hold (pause). After which I have two way communication.

For testing I've been calling between my softphone and personal cell-phone. Another member of my department works as it should with in and out bound calling. Also, I've had it work when logged into another PC. I've uninstalled and re-installed the Connect client and disabled the firewall with no change. I'm confused as to why the call hold\pause button would connect the call.

Any ideas?
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IP930 handset?

December 2, 2020, 3:43 am
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Today I have the pleasure to work on an IP930 base and handset. Using the configuration tool I can control the base, the handset is what I'm having trouble with. For the life of me I can't get the IP assigned to the handset change! Am I missing something? When I reset the phone it tells me that it is downloading the config I produced. I am completely baffled by this.

Can someone explain what is or is not happening?
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How do you downgrade V-switch firmware ?

December 2, 2020, 2:01 pm
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We recently had an RMA case to replace a couple of V-switches to solve the problem of 1K blocks on connect causing CPU to run at 100% constantly.
I received the RMA replacements and upgraded the firmware (to reduce downtime for our customer) and configured before posting to client.
V-switch is currently Version 22.13.4800.0
Customers system is Version 22.11.9300.0
I have tried a remote upgrade by setting up laptop as FTP server and copying across tskl folder and changing server IP on V-switch to laptop address, then performed Burnflash at admin$ prompt
this goes through the motions but doesn't change the firmware.
TAC suggested manual downgrade or remote FTP (not sure what manual is other than through director forcing upgrade (which also didn't work)
does anyone know how this can be done in any other way ?
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Zenoss Monitoring ShoreGear Switches

December 10, 2020, 6:42 pm
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Hello we are in the process of deploying Zenoss Cloud to monitor all of our network and server equipment and would like to monitor our fleet of SG50, SG100 and BRI90 ShoreGear switches.
Is there a way to monitor these via snmp or ideally has anyone done this with Zenoss, any help would be very much appreciated.
TIA Tony
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Calls to mobile try a trunk first before tryin the local sites trunk

December 11, 2020, 7:30 am
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Hi, we have serval site, all with their own SIP trunks, We are looking at installing an additional trunk at a location that gets free calls to mobiles then direct mobile the calls over that. If that is down or full then the call should proceed over it's normal trunk.

I have tried making a site and trunk group with 071,072,073,074,075,076,077,078,079,070 as the local area numbers, but it still picks the users local trunk first.

Any help would be great.
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