Abstract TPP A P P N O T E

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1 TPP A P P N O T E TPP: Date: March 2010 Product: ShoreTel 911 Enable Emergency Gateway (EGW) System version: ShoreTel 9.2 EGW 2.5 Abstract These application notes describe the steps required to successfully configure the 911 Enable Emergency Gateway (EGW) and ShoreTel ShoreGear system for E911 purposes. 911 Enable offers an E911 call routing and location management solution for enterprises using both traditional and IP phone deployments. The solution supports advanced IP-PBX features that impact E911 service such as shared line appearance, extension mobility and off-campus users. To support these features on ShoreTel equipment, calls are delivered using standard VoIP protocols such as SIP and Real-time Transfer Protocol (RTP). Table of Contents Overview... 2 Features and Benefits Enable Overview and Contact... 3 Architecture Overview... 4 Requirements, Certification and Limitations... 5 Version Support... 5 Certification Testing Results Summary... 6 Table 1: Test Cases... 6 Configuration Overview... 7 ShoreTel Configuration... 7 ShoreTel System Settings General... 7 Figure 2 Administration Call Control Options... 7 Figure 3 Call Control Options... 8 Figure 4 Administration Site... 9 Sites Edit Screen Admission Control Bandwidth. 9 Switch Settings Allocating Ports for SIP Trunks. 10 Figure 5 Administration Switches Figure 6 ShoreGear Switch Settings ShoreTel System Settings Trunk Groups Figure 7 Administration Trunk Groups Figure 8 Trunk Groups Settings Figure 9 SIP Trunk Group Settings Figure 10 Inbound Figure 11 Outbound/Trunk Services ShoreTel System Settings Individual Trunks Figure 12 Individual Trunks Figure 13 Trunks by Group Figure 14 Edit Trunks Screen for Individual Trunks Emergency Gateway Configuration Provisioning Locations and Endpoints Enable Technical Support Document and Software Copyrights Trademarks Disclaimer Company Information... 25

2 Overview These application notes describe the steps for configuring the 911 Enable Emergency Gateway and ShoreTel ShoreGear system for E911 purposes. The Emergency Gateway is an on-site appliance co-located with ShoreTel ShoreGear on the customer premises. By working together, the Emergency Gateway allows ShoreTel phones to place 911 calls that can be routed to the 911 Enable Emergency Routing Service (ERS). The ERS offers priority trunking to Public Safety Answering Points (PSAPs) across the nation, while the Emergency Gateway supports the most advanced features of the IP capable enterprise. Supported features include automatic IP phone discovery, shared line appearance, extension mobility, rotational use of workspace, and remote workers. Features and Benefits The Emergency Gateway (EGW) is an on-site appliance that automates and simplifies E911 management for enterprise IP-PBX systems. Key features of the EGW include: Automatic IP Phone Tracking The EGW automatically tracks and assigns locations to IP phones as they move on the corporate network using layer 2 phone discovery. This feature reduces administrative efforts and ensures up-to-date phone location information at all times. E911 Support for Shared Call Appearance / Extension Mobility 911Enable solves the challenges of shared call appearance/extension mobility by locating phones based on their MAC address rather than their DN or extension. This allows the EGW to maintain a reliable mapping between phone and network location, in order to properly identify the locations of phones. On-Site Security Desk Routing and Notification In the event of an emergency, the EGW delivers 911 calls and alerts to on-site security personnel, notifying them of the emergency and providing them with the caller s precise location information. This allows for improved coordination amongst emergency teams and reduces response times when seconds count. Additional features of the EGW include: - E911 Call Routing to the Emergency Routing Service (ERS) - Call recording - Advanced reporting and monitoring capabilities - Active test mode - Misdial protection - 2 -

3 911 Enable Overview and Contact 911 Enable is a division of Connexon Telecom Inc., a privately held company headquartered in Montreal, QC. It provides organizations with simple to deploy, easy to manage E911 solutions that meet the needs of IP-based communications networks. 911 Enable s solutions include an E911 call routing service, automated phone tracking appliance and security desk notification system. These solutions have been established according to FCC, CRTC, and NENA i2 standards, helping enterprises and service providers reduce liability concerns and meet E911 regulations. For general sales questions, contact your reseller or contact 911 Enable directly at: Call: Visit: info@911enable.com Resellers who want to start selling this solution should contact: Alan Fuks alan@911enable.com - 3 -

4 Architecture Overview Network Architecture In a typical deployment, a redundant pair of EGWs is co-located with the ShoreGear. 911calls are routed from the ShoreGear to the EGW, which then delivers the calls to the ERS using SIP. A connection to the PSTN is required to route calls to 911Enable s 24/7/365 Emergency Call Response Center (ECRC) in the event of server or network failure. E911 Call Flow The following diagram illustrates a typical E911 call flow in a ShoreTel deployment

5 Requirements, Certification and Limitations Hardware Requirements ShoreGear Emergency Gateway appliances (2) IP phones Analog (optional) Tool Requirements Log viewer Packet trace (Ethereal, Wireshark, Ngrep, ) Version Support 911 Enable Emergency Gateway 2.5 ShoreTel Release

6 Certification Testing Results Summary Table 1: Test Cases ID Name Description Results 1 Basic SIP Call Flow Normal call flow when the PBX is provisioned Pass correctly 2 Subscriber Hangs Up Test the session teardown when a BYE message is sent Pass from the endpoint 3 PSAP Hangs Up Test the session teardown when a BYE message is sent Pass from the PSAP 4 Test PBX Codec for Test call flow with codec negotiations Pass G Test for Missing ACK Test call flow and proper ACK is received Pass 6 Test PBX 911 Calling Verify that proper Calling Station ID is received in the Pass Station ID INVITE header 7 Test PBX Callback Test callback from PSAP to endpoint Pass - 6 -

7 Configuration Overview The configuration stage ensures that both the WAN and LAN-side network interface cards on the Emergency Gateway are configured properly. The LAN-side card is configured with an IP address, in order to receive 911 calls from the ShoreTel PBX. The WAN-side card is configured to route 911 calls to the 911 Enable Emergency Routing Service (ERS) and to accept 911 callbacks from the ERS. Verification results test basic SIP call flow, fallback call routing ability, and missing ACK. These tests are intended to verify that the ShoreTel equipment can communicate with the Emergency Gateway using SIP. ShoreTel Configuration This section describes the ShoreTel system configuration to support SIP trunking and is divided into the general system settings and trunk configurations (both group and individual) needed to support SIP trunking. Note: ShoreTel basically just points its individual SIP trunks to the 911 Enable Emergency Gateway. ShoreTel System Settings General The first settings to address within the ShoreTel system are the general system settings. These configurations include the Call Control, the Site and the Switch Settings. If these items have already been configured on the system, skip this section and go directly to the ShoreTel System Settings Trunk Groups section below. Call Control Settings: The first settings to configure within ShoreWare Director are the Call Control Options. To configure these settings for the ShoreTel system, log into ShoreWare Director and select Administration then Call Control followed by Options (Figure 2). Figure 2 Administration Call Control Options - 7 -

8 The Call Control Options screen will then appear (Figure 3). Figure 3 Call Control Options Within the Call Control Options screen, confirm that the appropriate settings are made for the Enable SIP Session Timer, Intra-Site Calls, Inter-Site Calls and Always Use Port 5004 for RTP fields. The first step is to make sure that the Enable SIP Session Timer box is checked. Next the Session Interval Timer needs to be set. The recommended setting for Session Interval is 1800 seconds. The last item to select is the appropriate refresher (from the pull down menu) for the SIP Session Timer. The Refresher field will be set either to Caller (UAC) [User Agent Client] or to Callee (UAS) [User Agent Server]. If the Refresher field is set to Caller (UAC), the caller s device will be in control of the session timer refresh. If Refresher is set to Callee (UAS), the device of the person called will control the session timer refresh. The next settings to verify are the Intra-Site Calls and the Inter-Site Calls settings under the Voice Encoding and Quality of Service prompt. For the Intra-Site Calls, verify that the desired audio bandwidth is selected for the codec for calls within the system. The settings should then be confirmed for the desired audio bandwidth codec for Inter-Site calls (calls between sites). Unchecking the box for Always Use Port 5004 for RTP is required for implementing SIP on the ShoreTel system. For SIP configurations, Dynamic User Datagram Protocol (UDP) must be used for RTP Traffic. If the box is unchecked, Media Gateway Control Protocol (MGCP) will no longer use UDP port 5004; MGCP and SIP traffic - 8 -

9 will use dynamic UDP ports. Once this parameter is unchecked, make sure that everything (IP phones, ShoreGear switches, ShoreWare Director, Distributed Voice Services/Remote Servers, Conference Bridges and Contact Centers) is fully rebooted this is a one time only item. By not performing a full system reboot, one way audio will probably occur during initial testing. Sites Settings: The next settings to address are the administration of sites. These settings are modified under the ShoreWare Director by selecting Administration then Sites (Figure 4). Figure 4 Administration Site This selection brings up the Sites screen. Within the Sites screen, select the name of the site to configure. The Edit Site screen will then appear. The only change required to the Edit Site screen is to the Admission Control Bandwidth field. Note: Bandwidth of 1024 is just an example. Please see the Planning and Installation Guide for additional information on setting Admission Control Bandwidth. Sites Edit Screen Admission Control Bandwidth The Admission Control Bandwidth defines the bandwidth available to and from the site. This is important as SIP devices may be counted against the site bandwidth. Bandwidth needs to be set appropriately based on site setup and configuration with SIP trunking. See the ShoreTel Planning and Installation Guide for more information on this topic

10 Switch Settings Allocating Ports for SIP Trunks The final general settings to input are the ShoreGear switch settings. These changes are modified by selecting Administration then Switches, next select Primary in ShoreWare Director (Figure 5). Figure 5 Administration Switches This action brings up the Switches screen. From the Switches screen, simply select the name of the switch to configure and the Edit ShoreGear Switch screen will be displayed. Within the Edit ShoreGear Switch screen, select the desired number of SIP trunks from the ports available (Figure 6). Figure 6 ShoreGear Switch Settings Each port designated as a SIP trunk enables the support for 5 individual trunks

11 ShoreTel System Settings Trunk Groups ShoreTel trunk groups support both dynamic and static SIP endpoint individual trunks. It is recommended that you configure the individual trunk for a static IP address that points to the 911 Enable Emergency Gateway. Note: A ShoreGear switch can only support one trunk group with dynamic IP addressing. If the SIP trunk groups have already been configured on the system, skip down to the ShoreTel System Settings Individual Trunks section. The settings for trunk groups are changed by selecting Administration, then Trunks followed by Trunk Groups within ShoreWare Director (Figure 7). Figure 7 Administration Trunk Groups This selection brings up the Trunk Groups screen (Figure 8). Figure 8 Trunk Groups Settings From the pull down menus on the Trunk Groups screen, select the site desired, then select the SIP trunk type to configure and click on the Go link from Add new trunk group at site:. The Edit SIP Trunk Group screen will appear (Figure 9)

12 Give the Trunk Group a meaningful name. Figure 9 SIP Trunk Group Settings The next step within the Edit SIP Trunks Group screen is to input the name for the trunk group. In the example in Figure 9, the name SIP has been created. The next step is to verify the setting of the Teleworker check box. The Teleworker check box should be unchecked (disabled), unless you wish to utilize the inter-site codec (which is defined in the Call Control Options screen). (Please refer to the ShoreTel Planning and Installation Guide for more information on this topic.) Once this box is checked (enabled), it will count against the site bandwidth. The Enable Digest Authentication field is not required when connecting to the 911 Enable Emergency Gateway. The Enable SIP Info for G.711 DTMF Signaling box should not be checked. Enabling SIP info is currently only used with tie trunks between ShoreTel systems. The next item to change in the Edit SIP Trunks Group screen is to make the appropriate settings for the Inbound: fields (Figure 10)

13 Figure 10 Inbound Within the Inbound: settings, ensure that the Number of Digits from CO is set to 10 and ensure that the DNIS or DID box is checked, along with the Extension parameter (see Planning and Installation Guide for further information on configuration). Tandem trunking is not required when interfacing with a 911 Enable Emergency Gateway. Note: This section is configured in the same way as any normal trunk group

14 Figure 11 Outbound/Trunk Services In this section of the Trunk Group settings, be sure to check (enable) the Outbound: parameter and select an appropriate Access Code. Note: For 911 calls, it is not necessary to dial a trunk access code prior to making a 911 call. Although, you could speed up the call placement by 5 seconds if you initiate the 911 call with a trunk access code. Define the appropriate Local Area Code. In the Trunk Services: area, make sure that only the 911 checkbox (parameter) is checked (enabled), and disable all of the other Trunk Services parameters, except the last one. The last checkbox Caller ID not blocked by default determines if the call is sent out as <unknown> or with caller information (Caller ID). Since user DID will effect how information is passed out to the SIP trunk group, it is highly recommended that you check (enable) this parameter for use with a 911 Enable Emergency Gateway. There is no need to modify the Trunk Digit Manipulation: parameters. After these settings are made to the Edit SIP Trunk Group screen, press the Save button to input the changes. This completes the settings needed to set up the trunk groups on the ShoreTel system

15 ShoreTel System Settings Individual Trunks This section covers the configuration of the individual trunks. Select Administration, then Trunks followed by Individual Trunks to configure the individual trunks (Figure 12). Figure 12 Individual Trunks The Trunks by Group screen that is used to change the individual trunk settings then appears (Figure 13). Figure 13 Trunks by Group Select the site for the new individual trunk(s) to be added and select the appropriate trunk group from the pull down menu in the Add new trunk at site area. In this example, the site is Headquarters and the trunk group is SIP. Click on the Go button to bring up the Edit Trunk screen (Figure 14)

16 IP Address of 911 Enable Emergency Gateway LAN interface. Figure 14 Edit Trunks Screen for Individual Trunks From the individual trunks Edit Trunk screen, input a name for the individual trunks, select the appropriate switch, select the SIP trunk type as Use IP Address and define the appropriate TCP/IP address of the 911 Enable Emergency Gateway, then define the appropriate number of trunks. When selecting a name, the recommendation is to name the individual trunks the same as the name of the trunk group so that the trunk type can easily be tracked. Select the switch upon which the individual trunk will be created. For the 911 Enable Emergency Gateway Trunk, select Use IP Address button and input an IP address of the 911 Enable Emergency Gateway product. The last step is to select the number of individual trunks desired (each one supports one audio path for example, if 5 is input, then 5 audio paths can be up at one time). Once these changes are complete, press the Save button to input changes. Note: Individual SIP trunks cannot span networks. SIP trunks can only terminate on the switch selected. There is no failover to another switch. For redundancy, two trunk groups will be needed with each pointing to another 911 Enable Emergency Gateway in exactly the same way as if primary rate interface (PRI) were being used. After setting up the trunk groups and individual trunks, refer to the ShoreTel Product Installation Guide to make the appropriate changes for the User Group settings. This completes the settings for the ShoreTel system side

17 Emergency Gateway Configuration The Emergency Gateway is delivered to the customer preconfigured, with the following steps required to complete the configuration process. Configuration can be accessed via the Emergency Gateway Administrative Dashboard. The configuration process consists of three steps: 1. The first step is to add a new PBX Type. 1. Select the CONFIGURATION tab 2. Select the IP-PBX tab 3. Select ADD A NEW IP-PBX 4. Enter the IP-PBX NAME 5. Select ShoreTel as IP-PBX TYPE 6. Select FROM in the ENDPOINT ID FIELD 7. Click on SAVE 2. The second step is to configure the Emergency Gateway IP addresses. 1. Select the CONFIGURATION tab. 2. Select the IP-PBX tab 3. Click ADD A SERVER 4. Select the site group you created in previous step 5. Enter a SERVER NAME 6. Enter the SIGNALING IP ADDRESS. This will be the TCP/IP address of the ShoreGear switch that contains the SIP trunks. 7. Enter the CALLBACK PORT if not using default (5060) 8. Click on SAVE. 9. Repeat for any additional IP-PBX systems

18 3. The third step is to configure callbacks. 1. Select the CONFIGURATION tab. 2. Select ADVANCED. 3. Click on CALLBACK. 4. Enter a CALLBACK NUMBER. 5. Click on SAVE. 6. Configure EXTESNION-BIND DURATION if a longer timer is required. By default callback numbers will be valid for 15 minutes 7. Set USE 10 DIGIT FOR CALLBACK = yes if you want to pass the original 10 digit extension as the call back number. The Emergency Gateway should now be able to receive 911 calls from the IP-PBX and route them to the 911 Enable Emergency Routing Service

19 Provisioning Locations and Endpoints Provisioning ERLs in the Emergency Gateway ERLs (Emergency Response Locations) are assigned to 911 calls and enable the PSAP dispatcher to automatically identify the location of the 911 caller. ERLs are prepared based on the locations at your enterprise, and can be uploaded to the EGW in a variety of ways. It is important that you thoroughly understand the concept of an ERL before you attempt to create ERLs and upload them to the EGW. ERL Batch File Format The batch file format is used to process multiple ERL records using the Dashboard or the FTP. Each line in the file describes an ERL with its provisioning parameters. The parameters are entered as fields in a semicolon delimited file format. To upload a batch file via the Dashboard interface 1. Prepare the batch file. The batch file format is used to process multiple ERL records using the Dashboard or the FTP. Each line in the file describes an ERL with its provisioning parameters. The parameters are entered as fields in a semicolon delimited file format. Batch File Fields Position Field Name Description Req? 1 Operation Value: 1 = Add or update Y 2 = Delete *For the delete operation, it is only necessary to include Position 2 (ERL ID). 2 ERL ID Unique identifier of the location. Alphanumerical between 1 and Y 31 characters in length. 3 Building Building number of the location. Numerical between 1 and 10 Y Number digits in length. Also accepts 101A, 101 ½, 101 ¼. 4 Street Name Street name of the location. Alphanumerical between 1 and 60 Y characters in length. 5 Location Information which specifies additional granularity for the N location. e.g.: Suite 200, Floor 2, Unit 341. Alphanumerical between 1 and 60 characters. 6 City City of the location. Alphanumerical between 1 and 64 characters. Y 7 State/Province State/Province of the location. Must be the abbreviation, not the full name. Must be 2 letters in length. *Province is for Canada only. Y 8 Country 3 character representation of the country. E.g. USA, CAN. Y 9 Zip US Zip Code in this format: XXXXX(-XXXX) Y Code/Postal Code Canadian Postal Code: X2X 2X2 *Information in parenthesis is optional. 10 Local Gateway Enabled Setting which enables or disables local trunking for the ERL 1 = Yes Y 11 Direct Call Delivery 0 = No Setting which enables or disables direct call delivery. 1 = Yes 0 = No Y

20 Position Field Name Description Req? 12 Customer The name of the customer. This field will appear on the PSAP N Name screen as the Name. Between 1 and 60 characters. 13 ELINs ELINs for the ERL. Must be 10 digit numbers and comma delimited. N e.g , , ELINs must be unique throughout all locations. An error will be generated if an ELIN is already assigned to another location. 14 Security Desk Name 15 Crisis List Name identifier of the security desk. Letters and underscores. Distribution list which will receive an when 911 is dialed from the ERL. Comma delimited for multiple entries. e.g. john@connexon.com, jane@connexon.com. 16 URL Data Information that will appear in the Crisis Alert. e.g. URL or database query. All characters accepted except semicolons. N N N Example Batch Files: 1;LOC002;211;MAIN ST;;NEW YORK;NY;USA;10044;0;0;;;;; The batch file is performing the Add operation. The ERL ID is LOC002. Local trunking is disabled for the parameter. Direct delivery is disabled for the parameter. Position are void. 1. Click on Provisioning>ERLs. 2. Use Browse to locate the batch text file for upload. 3. Click Validate 4. Once complete click batch process

21 Add Endpoints to the System The EGW needs to know which MAC addreses are phones so it can locate them in the network using the Layer 2 Scanning engine. To upload a batch file via the Dashboard interface 1. Prepare the endpoint batch file Position Field Name Description Req? 1 Operation In Incremental Mode Value: 1 = Add or update* 2 = Delete* Y For automatic FTP provisioning, value must be 1. For the delete operation, send the Operation, IP-PBX ID, Extension, and MAC address fields. 2 IP-PBX name The name of the PBX to which the endpoints will be assigned. 3 Extension The extension of the phone. Either extension or MAC must be present in the batch file. Alphanumerical up to 50 characters. 4 MAC address The MAC address of the phone. Either extension or MAC must be present in the batch file. Hexadecimal and must be 12 characters in length. Ex.: AB02FC91AC0F 5 ERL ID The ERL ID to which the endpoints are assigned. Leave blank to set to call center mode. Y Conditional (either extension or MAC must be present) Conditional (either extension or MAC must be present) N

22 Position Field Name Description Req? 6 IP address The current IP address of the phone (if available). Must be N IPv4. 7 Display name The display name of the phone (if available). N 8 Timestamp The UNIX timestamp representing the time at which the endpoint values were discovered. The timestamp is a recommended field for enterprises that have deployed automated asset management tools in conjunction with the Remote Location Manager (real-time interface for remote users). In this scenario, the time at which the batch file is processed may be later then the last user generated realtime update. To account for this, the timestamp ensures that the RLM file will not be overwritten. Time must be in UNIX format. Ex.: represents April 21 st :22:12. N Example batch file: 1;Shortel_PBX_Name;;00DC45AC1021;;;; - The operation is set to Add or Update. - The IP-PBX to which the phone is assigned is provided. The phone s MAC address are provided. 2. Click on Provisioning>Endpoints. 3. Use Browse to locate the batch text file for upload. 4. Click Validate* a. If the batch log file does not include any errors you may move ahead to the processing stage by clicking Batch Process (adds the records to the EGW database). b. If the batch log file contains errors, you can correct them before attempting another validation. You may click Delete to remove the batch file from the Batch Logs list

23 Configuring Automatic Phone tracking 1. Click Auto Discovery 2. Click add a switch 3. Enter the switch IP address 4. Enter the SNMP Community String 5. Enter the SNMP port 6. Enter a Description for the switch 7. Enter the switch Vendor (optional) 8. Enter the Default ERL for the switch

24 911 Enable Technical Support 911 Enable provides 24/7/365 emergency support via its Network Operation Center (NOC) for critical issues such as: Service failures Service Disruptions Equipment failures 911 Enable also offers web, , and telephone support 9am to 6pm EST for the following: Provisioning issues Billing issues General inquiries Technical support contact information: Call Visit

25 Document and Software Copyrights Copyright 2009 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel Communications, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors. Trademarks The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShorePhone is a trademark of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Disclaimer To be ShoreTel Certified means that Technology Partner's product will interoperate with the ShoreTel system, but ShoreTel does not certify that the features or functionality of Technology Partner's product will perform as specified by Technology Partner nor that Technology Partner's product will meet your specific application needs or requirements. To inter-operate means that Technology Partner's product is able to exchange, use and share information with the ShoreTel system. Company Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California USA fax

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