ShoreTel Server 12.3 Software Release Notes. Part Number

Transcription

1 ShoreTel Server 12.3 Software Release Notes Part Number

2 Document and Software Copyrights Copyright by ShoreTel Inc., Sunnyvale, California, USA. 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, 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 ShoreTel, ShoreTel (and logo), Brilliantly Simple, Brilliantly Simple Communication, ShoreGear, ShorePhone, and ShoreWare are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. The ShoreTel logo 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. Version Information ShoreTel Server 12.3 Software Release Notes Document Part Number: Version: RN_12.3_ Date: September 11, 2012 Company Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California USA (fax)

3 ShoreTel Server 12.3 Software Release Notes These Release Notes summarize new features and enhancements in ShoreTel Server Release What s in these Notes? Section 1: New Features & Enhancements in ShoreTel 12.3, page Additional Changes in ShoreTel 12.3, page 4 Section 2: How to Install ShoreTel 12.3, page 35 Section 3: How to Upgrade to ShoreTel 12.3, page 35 Section 4: ShoreTel Server & Client Upgrade Paths, page 35 Section 5: How to Upgrade ShoreTel System from 32-bit to 64-bit Windows Server OS, page 36 Section 6: ShoreTel 12.3 Hardware & Software Requirements, page 37 Section 7: New Features & Enhancements in ShoreTel 12.2, page 60 Section 8: New Features & Enhancements in ShoreTel 12.1, page 67 Section 9: New Features & Enhancements in ShoreTel 12, page 115 Section 10: Related Documentation, page 176 ShoreTel Server 12.3 Software Release Notes 3

4 New Features & Enhancements in ShoreTel 12.3 Section 1: New Features & Enhancements in ShoreTel 12.3 The new features and enhancements in ShoreTel Release 12.3 are listed below. Feature Description Page Mandatory Registration and Advisory Service Support provided to customer is simplified and enhanced through product registration. Service Appliance 400 New Service Appliance with about 4 times the capacity of the Service Appliance 100. ShoreTel Communicator: Support for Microsoft Outlook add-on with Microsoft WTS/Citrix XenApp Enhanced BCA/SCA Conferencing Support added for Microsoft Office Outlook add-on with Microsoft WTS/Citrix XenApp. Bridged Call Appearance/Shared Call Appearance Conferencing is enhanced Additional Changes in ShoreTel 12.3 Set default MTU size to 1400 and allow adjustment, page 4 Communicator for Mac: Add support for MacOS 10.7, page 5 Support for Double-Take 5.3, page 5 Allowing Callbacks to 911 Callers, page 5 Add support for Mobility 4.6 & 4.7, page 5 Password Security, page Set default MTU size to 1400 and allow adjustment Maximum Transmission Unit (MTU) Size for Connections MTU Changed to 1400 Default MTU setting for PPP clients, VPN clients, PPP servers, or VPN servers running Routing and Remote Access on ShoreTel 12.2 systems = To change the MTU value, the registry must be edited. For further information, contact ShoreTel TAC. 4 ShoreTel Server 12.3 Software Release Notes

5 New Features & Enhancements in ShoreTel Communicator for Mac: Add support for MacOS 10.7 Communicator Client Requirements ShoreTel Communicator for Mac OS X Support for Double-Take 5.3 Double-Take Availability Version 5.3 (for Headquarters Server running 2003 and 2008) For details on Configuring Double-Take Availability and ShoreTel System, see the following document on the ShoreTel Support web site ( Using Double-Take with the ShoreTel UC Solution Application Note: Product: ShoreTel Double-Take Availability System version: ShoreTel 11, 11.x, 12, 12.x Allowing Callbacks to 911 Callers 911 Enable Emergency Gateway (EGW) Version 3.3 For details on configuring 911 Enable Emergency Gateway (EGW) and ShoreTel System, see the following document on the ShoreTel Support web site ( Innovation Network App Note TPP: Date: March, 2012 Product: ShoreTel 911 Enable Emergency Gateway (EGW) System version: ShoreTel Add support for Mobility 4.6 & 4.7 ShoreTel Mobility Enterprise ShoreTel Mobility Routing 4.6, Password Security The password that users key when logging into their voice mailbox from phones is the voice mail password. The default password is Users are prompted to change it the first time they log into the system. Password security is extremely important. ShoreTel Server 12.3 Software Release Notes 5

6 New Features & Enhancements in ShoreTel 12.3 The Federal Communications Commission (FCC) has become aware of a form of fraud that allows hackers to use consumer or business voice mail systems and default passwords to accept collect calls without the knowledge or permission of the consumer or business. (For more information on voice mail fraud, see the FCC web site: To help prevent fraud and enhance and tighten password security, take the following measures: When creating a new user, assign the user a more complex initial PIN. Educate end users to change the default PIN to a more complex one (avoiding PIN with simple digit pattern such as 1111 or 4321, etc.). Check CDRs regularly to detect any abnormal calling activities such as calls coming and going to a country you are not doing business with. If your business does not require international dialing, restrict the relevant user group to local and long distance calls only (to prevent international call back from voic ). Increase voic PIN length to at least 6 digits, system wide: greater PIN length creates more number combinations. Enable alerts for system event ID 1113 for repeated Voic login access failures. To see this event, your system must be running the following builds: ShoreTel 11.2 (build or later) ShoreTel 12.2 (build or later) ShoreTel 12.3 (build or later) For systems on older builds, search the Vmail-XXXXXX.log for Log on failed password check for any abnormal patterns. Use the ShoreTel Simple Password Detection Application: ShoreTel provides an application that can detect simple voice mail PINs and conferencing access codes, and report affected users. It is available in the ShoreTel Knowledge Base under the following name: KB16776: IDLint - ShoreTel Voice Mail and SA100 SA400 PIN Compliance Tool. The article contains the tool (IDLint.exe) and an accompanying Application Note, AN IDLint Compliance Tool.pdf. The tool is run on the server by the ShoreTel system administrator. After the tool is run, the administrator can change the simple PINs to a new default, or instruct users with simple passwords to change their voice mail and/or conferencing access code PINs the next time they log in. 6 ShoreTel Server 12.3 Software Release Notes

7 New Features & Enhancements in ShoreTel Mandatory Registration and Advisory Service IMPORTANT This feature applies only to customers upgrading to ShoreTel Registration supplies Contact Information (Figure 1) which is used by ShoreTel to simplify and enhance support provided to customers. ShoreTel software must be registered within 45 days of installation. A Timer is started at the conclusion of product installation. If registration is not received by ShoreTel within 45 days of installation, access to Director is denied (Director is locked). Registration is submitted automatically, if possible. (page 10) Registration information is sent over the internet to ShoreTel. Upon receipt, a response is sent. When the response is received, a Compliance Token is created on the Headquarters server. Director is unlocked. Registration can also be submitted over the internet or through . (page 11) Internet: Registration information is sent over the internet to ShoreTel. Upon receipt, a response is sent. When the response is received, a Compliance Token is created on the Headquarters server, and Director is unlocked. Upon receipt of registration through , a response is sent containing a compliance token granting access to Director. This token (or, license key) is associated with the Server MAC address and a System Build Number. This token/key must be entered and verified before Director is unlocked. Reminder Notifications about registration are displayed in Director. (page 14) NOTE The process for requesting License keys for fresh installations is unchanged. Customers installing ShoreTel 12.3 as a fresh installation are not affected by this feature; they must request new system license keys. After new keys are registered, a compliance token is automatically applied. ShoreTel Server 12.3 Software Release Notes 7

8 New Features & Enhancements in ShoreTel 12.3 Figure 1. Contact Information Screen 8 ShoreTel Server 12.3 Software Release Notes

9 New Features & Enhancements in ShoreTel Information Collected through Product Registration When a customer performs an upgrade or performs a fresh install and requests license keys, the following information is collected through product registration: Contact information License key list: features activated features available for activation for each licensed feature Server MAC address Sales Order Number (for initial installations only) Switch inventory: switch types MAC addresses serial numbers Installed software version information: product name build number install timestamp NOTE All this information is included in the EULA (End User License Agreement) provided for an upgrade or installation Registration Process IMPORTANT Unlimited access to Director is not granted until registration is complete. Registration is submitted automatically, if possible. (page 10) NOTE Automatic registration is recommended. Registration can also be submitted over the internet (page 11) or through (page 12). NOTE Registration over the internet is quicker than registration through . ShoreTel Server 12.3 Software Release Notes 9

10 New Features & Enhancements in ShoreTel Automatic Registration Prerequisites: Contact Information is entered and saved in Director before upgrade process is started. (Figure 1) Valid ShoreTel system license key is installed before upgrade process is started. Your system can connect through the internet to the ShoreTel support web site ( 1 Upgrade ShoreTel software. 2 Start up ShoreTel HQ Services. Registration information is sent over the internet to ShoreTel. Upon receipt, a response is sent. When the response is received, a Compliance Token is created on the Headquarters server, and Director is unlocked. NOTE Until registration is completed, a Reminder Notification message ( out-of-date ) is posted in red letters on the Contact Information page. (Figure 2) 3 Confirm registration: a b Navigate to Contact Information page. Click Refresh this page. The Reminder Notification message is no longer posted. If Registration is Not Received by ShoreTel If registration information is not received by ShoreTel (for whatever reason): Director submits the information every hour for seven days after upgrading. If the process is unsuccessful, you must submit the Contact Information again (over the internet or through ) as often as necessary until registration is completed. If registration is not completed in 45 days, Director is locked. Figure 2. Reminder Notification Message 10 ShoreTel Server 12.3 Software Release Notes

11 New Features & Enhancements in ShoreTel Registration over the Internet 1 On the Contact Information page in Director, click Now to Register and request product verification. (Figure 3) The License Preview page is opened. (Figure 4) 2 Click Submit. Registration information is sent over the internet to ShoreTel. Upon receipt, a response is sent. When the response is received, a Compliance Token is created on the Headquarters server, and Director is unlocked. NOTE Until registration is completed, a Reminder Notification message ( out-of-date ) is posted in red letters on the Contact Information page. (Figure 3) 3 Exit then re-log into Director. 4 Confirm registration: a b Navigate to Contact Information page. Click Refresh this page. The Reminder Notification message is no longer posted. If Registration is Not Received by ShoreTel If registration information is not received by ShoreTel (for whatever reason): Director submits the information periodically for seven days after installation. If the process is unsuccessful, you must submit the Contact Information again (over the internet or through ) as often as necessary until registration is completed. If registration is not completed in 45 days, Director is locked. Figure 3. Registration over Internet from Contact Information Page ShoreTel Server 12.3 Software Release Notes 11

12 New Features & Enhancements in ShoreTel 12.3 Figure 4. Registration over Internet from License Preview Page Registration through 1 On the Contact Information page in Director, click Now to Register and request product verification. (Figure 5) The License Preview page is opened. (Figure 6) 2 Click Save to File. Follow the steps required to save the (SLR) file on your desktop. 3 the SLR file to ShoreTel at the following address: (Figure 7) licensekeyrequest@shoretel.com Upon receipt, a response is sent containing a compliance token granting access to Director. 4 On the Product Verification page in Director, enter the Compliance Token, then click Verify. (Figure 8) If the token is valid, a confirmation message is displayed. 5 Exit then re-log into Director. 6 Confirm registration: a b Navigate to Contact Information page. Click Refresh this page. The Reminder Notification message is no longer posted. If Registration is Not Received by ShoreTel If registration information is not received by ShoreTel (for whatever reason), a Reminder Notification message ( out-of-date ) is posted in red letters on the Contact Information page. (Figure 5) If registration is not completed in 45 days, Director is locked. 12 ShoreTel Server 12.3 Software Release Notes

13 New Features & Enhancements in ShoreTel 12.3 Figure 5. Registration through from Contact Information Page Figure 6. Registration through from License Preview Page Figure 7. Registration Message Prompt Figure 8. Product Verification Page ShoreTel Server 12.3 Software Release Notes 13

14 New Features & Enhancements in ShoreTel Reminder Notification Message in Director Until registration is completed, Reminder Notifications are displayed in Director. (Figure 9) The Notifications are displayed for 45 days. After 45 days, Director is locked. Figure 9. Reminder Notification in Director 14 ShoreTel Server 12.3 Software Release Notes

15 New Features & Enhancements in ShoreTel Service Appliance 400 (SA-400) Sealed appliance. Optimized for resiliency and security. Designed to run ShoreTel services such as integrated Audio Conferencing, Web Conferencing, and Instant Messaging. Can store up to 2,000 hours of conference data including reports, recordings, and library files without backup (up to 1,000 hours with backup active). Can be deployed anywhere, including in corporate DMZ. Tested with well-known security tools for potential application and network vulnerabilities. Managed entirely through ShoreTel Director Offers approximately 4x the capacity of the SA-100. Can be used with SA-100(s) in the same system. Licenses for SA-100 can also be used for SA-400 (audio and web conference licenses are unchanged). ShoreTel Server 12.3 Software Release Notes 15

16 New Features & Enhancements in ShoreTel Specifications: SA-100 vs. SA-400 Specifications SA-100 SA-400 Application capacity Audio conferencing Up to 50 simultaneous audio conferencing ports (including 15 HD calls) Up to 200 simultaneous audio conferencing ports (including 15 HD calls) Web conferencing Up to 30 simultaneous secure Web conferencing ports (HTTPS) Up to 100 simultaneous secure Web conferencing ports (HTTPS) Instant Messaging Up to 500 IM clients Up to 2,000 IM clients Number of conferences Up to 16 conferences Up to 64 conferences Hours of conference data Up to 1000 hours of conference data Up to 1000 hours of conference data Networking/storage Hard Disk 2 x 500 GB 2 x 500 GB RAID level Level 1 (Mirror) Level 1 (Mirror) Auto-sensing, 10/100/ Ethernet interfaces Ethernet fail-over X X Maintenance Serial connector (DB9) X X Power-on indicator X X Hard drive activity indicator X X Diagnostic indicators X X System status indicator X X Fan status indicator X X System identification button X X USB connectors 2 2 Slide-out system Identification X panel Retention clip X X Mechanical 19" rack mount X X Dimensions (HxWxD) 1.67 in (4.3 cm) x in (43.4cm) x 15.5 in (39.4 cm) 1.7 in (4.3 cm) x 17.2 in (43.7 cm) x 23.5 in (59.7 cm) Weight 17.8 lb (8.06 kg) 37 lb. (17 kg) MTBF 53,200 hours 60,500 hours Power/ Consumption Rates Power 250 Watts 650 W Redundant power supplies X 16 ShoreTel Server 12.3 Software Release Notes

17 New Features & Enhancements in ShoreTel 12.3 Input power 108 btu/h 280 btu/h AC input voltage VAC VAC Rated Input Current 3A(115) to 1.5A(230) 8A (115V) to 4A (230V) Rated Input Frequency Hz Hz Consumption/dissipation 1039 BTU/hour maximum 2218 BTU/hour maximum Environmental Operating temperature 10º to 35º C (50º to 95º F) 10º to 35º C (50º to 95º F) Operating humidity 8% to 90% (non-condensing) 8% to 90% (non-condensing) Storage temperature -40 to 65 degrees C -40 to 70 degrees C Service Appliance 400 Codecs and Concurrent Audio Streams Codec G.711 (both a-law and u-law) Bandwidth Sampling Rate Maximum Number of Audio Streams 64kbps 8kHz DV14/ADPCM 32kbps 8kHz Linear (L16/8000) 128kbps 8kHz Wideband Linear (L16/16000) 256kbps 16kHz G kbps 16kHz Maximum Number of SRTP Streams ShoreTel Server 12.3 Software Release Notes 17

18 New Features & Enhancements in ShoreTel SA-400 Key Features Processor Intel Xeon 5600/5500 series, with QPI up to 6.4 GT/s Memory Up to 192 GB DDR3 1333/1066/800MHz ECC registered DIMM/48 GB unbuffered DIMM RAM 6 GB Hard Drives 2 Seagate Constellation GB SATA MB 2.5-in mirrored drives Left slot (full-height/full-length) One (x16) PCI-E UIO Right slot (low-profile) 2 GB LAN optional (AOC-PG-i2+) Ethernet Controller Intel Dual-Port Gigabit Hard Drive Bays 8 x 2.5" (for customizable storage) Power Supply 2 650W high-efficiency, redundant supplies 18 ShoreTel Server 12.3 Software Release Notes

19 New Features & Enhancements in ShoreTel SA-400 Specifications One rack unit (RU) high; installed in a standard 19-inch (48.26-cm) rack. Figure 10. Rear View of SA-400 Figure 11. Front View of SA-400 with Bezel Attached Light Indicators (left to right): Light Indicators Overheating/fan failure: Flashing = Fan failure. On continuously = Appliance overheated. Network activity on LAN2: Flashing = Network activity on LAN2. Network activity on LAN1: Flashing = Network activity on LAN1. DVD-ROM/hard drive activity: Flashing green = Hard drive activity. Flashing amber = Hard drive rebuilding. Solid red = Hard drive failure. Power to internal power supply units: Illuminated = System operating. Not illuminated = No power to internal power supply units Connection Specifications Port Ethernet Console Connection 1 ea. ETH0 1 ea. ETH1 Serial ShoreTel Server 12.3 Software Release Notes 19

20 New Features & Enhancements in ShoreTel Input Specifications Power Supply Dual power supplies. Both power supplies must be plugged into a power source. NOTE If only one power supply is plugged in, a loud Audio Warning is issued when the SA-400 is turned on. The Audio Warning persists until the unplugged power supply is plugged in. AC Input Voltage: VAC Rated Input Current: 8A (115V) to 4A (230V) Rated Input Frequency: Hz Power Specifications Power Supply Rated Output Power: 650W Rated Output Voltages: +5V (25A), +3.3V (12A), +12V (54A), +5Vsb (3A) Physical Specifications Dimensions (WxHxD) 17.2 x 1.7 x 23.5 inches (43.7 x 4.3 x 59.7 cm) Weight 37 lb. (17 kg) 20 ShoreTel Server 12.3 Software Release Notes

21 New Features & Enhancements in ShoreTel Installation Requirements and Recommendations Before installing an SA-400, follow these requirements and recommendations Installation Location Guidelines The SA-400 should be installed in an environment sufficient for normal operation of network appliances (50-95 F). Make sure that the area allows for enough ventilation after the SA-400 is installed. The appliance should be installed in an area that does not exceed the following humidity range: 8-90% non-condensing Rack Requirements The SA-400 must be installed in a 19-inch rack. The SA-400 must be level in the rack Required Equipment for Installation The following equipment is required for rack installation (and depends on the type of rack you have): Mounting screws to rack mount the SA-400 (not provided) Screwdriver (not provided) Uninterruptible Power Supply Install the SA-400 in an existing Uninterruptible Power Supply (UPS) infrastructure Installing the SA-400 Perform the following steps to install the SA-400: Assemble rack rails Install rails to chassis Attach rack rails to rack Install SA-400 into rack ShoreTel Server 12.3 Software Release Notes 21

22 New Features & Enhancements in ShoreTel Connecting the SA-400 to the Network Connect the SA-400 to a device in your network, such as a switch, using the straight-through Ethernet cable provided with the SA-400. To connect the SA-400 to the network: 1 Insert one end of the Ethernet cable to the network device. 2 Insert the other end of the Ethernet cable to the left Ethernet port (ETH0) on the rear of the SA-400. NOTE If using the Secure Remote Voice feature (a way to remotely generate a control signal prompted by an audible voice command), connect the second Ethernet port (ETH1) to the external network. Figure 12. Connecting the Ethernet Cable to the SA ShoreTel Server 12.3 Software Release Notes

23 New Features & Enhancements in ShoreTel Connecting to the Console Port The SA-400 uses a serial console port to provide a direct connection to the command-line interface (CLI) Wizard for initial configuration of the SA-400. After completing the initial configuration, access to the console port is no longer necessary. To initially configure the SA-400, connect the management PC or laptop to the serial console port of the SA-400. If your PC or laptop does not have a serial port, use a 9-pin serial to USB adapter to connect to the serial cable. To connect the PC or laptop to the serial console port: 1 Insert one end of the serial cable into the PC or laptop serial port. 2 Insert the other end of the cable into the serial console port of the SA On the PC or laptop, start terminal emulation software (such as Microsoft HyperTerminal) and select the appropriate COM port. 4 Configure the port using the following settings: Baud rate: bps Data bits: 8 Parity: None Stop bits: 1 Flow control: None Figure 13. Connecting to the Serial Console Port ShoreTel Server 12.3 Software Release Notes 23

24 New Features & Enhancements in ShoreTel Connecting Power There are two power connections on the rear panel of the SA-400 to ensure failover functionality. To connect AC power: 1 Insert the female end of the power cord into one of the two power connections on the rear panel of the SA Insert the other end of the power cord into an AC power source. 3 Repeat Steps 1 and 2 to connect the other power connector with an appropriate, separate AC power source for full failover functionality. 4 The SA-400 automatically powers on. As the SA-400 starts up, messages display in the terminal emulation software window. Use the initial configuration wizard to initially configure the SA-400. Figure 14. Connecting Power 24 ShoreTel Server 12.3 Software Release Notes

25 New Features & Enhancements in ShoreTel Configuring the SA-400 IP Address Use a static IP address for the SA-400. The SA-400 IP address can be set manually or with DHCP. If DHCP is used, the DHCP server must be configured with address information for the SA-400 before the usa-400 is turned on. NOTE The SA-400 is shipped from the factory configured to use DHCP to set the IP address. When turned on for the first time with an Ethernet cable connecting it to the network, the SA-400 seeks an IP address from the DHCP server on the network. Instructions for configuring the IP address manually are described in Manually Setting SA-400 IP Address (page 25). Instructions for configuring the IP address with DHCP are described in Using DHCP to Set SA-400 IP Address (page 28) Manually Setting SA-400 IP Address To configure the SA-400 IP address manually, the following is needed: Valid IP address for the segment in which you want to install the SA-100. Computer with terminal emulation software installed. Null modem DB-9 serial cable. Steps for Manually Setting SA-400 IP Address 1 Connect the SA-400 to a computer (DB-9 cable between SA-400 serial port and the computer). 2 Connect the SA-400 power cable. 3 Turn on the SA Turn on the computer. 5 On the computer, start a terminal emulation program. (Figure 15) 6 Set the following parameters: Baud rate: bps Data Bits: 8 Parity: None Stop Bit: 1 Flow control: None 7 Click OK. ShoreTel Server 12.3 Software Release Notes 25

26 New Features & Enhancements in ShoreTel Log into the program. The default login name is admin. The default password is ShoreTel. The ShoreTel CLI is opened. (Figure 16) NOTE The default CLI user name and password for the SA-400 can be changed in ShoreWare Director. See the ShoreTel System Administration Guide for more information. 9 Type 3 and press Enter to change the system configuration. The Change System Configuration screen is displayed. (Figure 17) 10 Type 6 and press Enter to disable DHCP. The DHCP prompt is displayed. 11 Type n and press Enter to disable DHCP. 12 Type 1 and press Enter. The Change IP address prompt is displayed. 13 Type the IP address that you want to assign to the SA-400, then press Enter. 14 Type 2 and press Enter. The Change IP subnet mask prompt is displayed. 15 Type the IP address of the subnet for the SA Type 3 and press Enter. The Change gateway IP address prompt is displayed. 17 Type the IP address of the gateway for the SA Type 0 and Enter to return to the Change System Configuration screen. 19 Type 4 and press Enter to reboot. The following prompt is displayed: Are you sure you want to reboot? 20 Type y. The following prompt is displayed: Save your changes? 21 Type y. The SA-400 saves the static IP settings and reboots. 22 Configure the SA-400 for the system in Director. (page 29) 26 ShoreTel Server 12.3 Software Release Notes

27 New Features & Enhancements in ShoreTel 12.3 Figure 15. Terminal Screen Figure 16. ShoreTel Command Line Interface ShoreTel Server 12.3 Software Release Notes 27

28 New Features & Enhancements in ShoreTel 12.3 Figure 17. Change System Configuration Menu Using DHCP to Set SA-400 IP Address DHCP provides a central database of devices connected to the network, and eliminates duplicate resource assignments. NOTE Configure the DCHCP server for the SA-400 before you connect the SA-400 to the network and turn it on. Steps for Using DHCP to Set SA-400 IP Address 1 Specify a permanent lease for the SA Provide the Ethernet address of the SA-400 to the DHCP server. NOTE Use a terminal emulator to obtain the Ethernet address of the SA-400. See Manually Setting SA-400 IP Address (page 25). 3 Make sure the NTP server IP address is passed to the SA-400. NOTE See DHCP server documentation for instructions on how to configure the DHCP server to set parameters on a network device. 4 Configure the SA-400 for the system in Director. (page 29) 28 ShoreTel Server 12.3 Software Release Notes

29 New Features & Enhancements in ShoreTel Configuring the SA-400 for the System in Director 1 Start Director 2 Log into Director. 3 Click Administration->Platform Hardware->Service Appliances->Primary. The Primary Voice Switches/Service Appliances screen is opened. (Figure 18) 4 Add a new switch/appliance at a site. Select a site from the drop-down menu: headquarters or remote. Select the type of switch/appliance: Appliance 400 Collaboration. 5 Click Go. The Service Appliances screen is opened. (Figure 19) 6 Fill out the form. 7 Click Save. The SA-400 is configured for your system. Figure 18. Primary Voice Switches/Service Appliances Screen Figure 19. Service Appliances Screen ShoreTel Server 12.3 Software Release Notes 29

30 New Features & Enhancements in ShoreTel ShoreTel Communicator: Support added for Microsoft Office 2007/2010 Outlook add-on with Microsoft WTS/Citrix XenApp Microsoft Office 2007/2010 Outlook add-on for ShoreTel Communicator for Windows is now supported on Microsoft WTS/Citrix XenApp. NOTE Contact Import, Voice Mail, Conference Scheduling, Call Handling Mode, and Outlook Presence are all supported. For more information on ShoreTel Clients on Citrix and Windows Servers for Terminal Services, see Appendix D in the ShoreTel 12.3 Planning and Installation Guide How to Install Microsoft Office 2007/2010 Outlook Add-On 1 Log onto the Citrix XenApp server. (Figure 20) NOTE Citrix XenApp 5.0 and 6.0 are supported in ShoreTel For more information on Citrix support, see Citrix XenApp Supported, page Start Communicator. (Figure 21) 3 Install the Microsoft Office 2007/2010 Outlook Add-on. (Figure 22) NOTE Administrator privileges are required to install the Outlook Add-on. Figure 20. Logging into Citrix XenApp Server 30 ShoreTel Server 12.3 Software Release Notes

31 New Features & Enhancements in ShoreTel 12.3 Figure 21. Starting Communicator ShoreTel Server 12.3 Software Release Notes 31

32 New Features & Enhancements in ShoreTel 12.3 Figure 22. ShoreTel Communicator Getting Started Wizard 32 ShoreTel Server 12.3 Software Release Notes

33 New Features & Enhancements in ShoreTel Enhanced BCA/SCA Conferencing Bridge Call Appearance/Shared Call Appearance (BCA/SCA) conferencing is enhanced. Calls can now be joined into calls residing on a BCA. NOTE Two separate conferences cannot be joined or conferenced together. A Dropped Conference warning screen prompting a Conference Administrator to continue or end a conference is added. The display of DNIS for BCA calls is added. See chapter 9 in the ShoreTel System Administration Guide for more information on BCA/SCA Joining BCA Calls BCA calls can now be joined through the SCA Blind Conference technique. NOTE This feature is especially useful when a call is parked or held on the BCA. When participating in an active call, a user can now create a three-way conference by pressing the conference hard key then pressing the LED of the BCA call that the user wants to join; the user is then joined into the conference. When a user joins an active call on the user s local line with a BCA Call, the call is moved into the BCA Call (the call moves into the button pressed). When a user joins two BCA calls, the call is moved into the stack position of the programmed button pressed. When a user joins two BCA calls on different BCAs, the call is moved into the BCA stack position of the programmed button pressed. When participating in an active conference call, a user can pull into the conference a BCA call parked to its BCA by pressing the conference hard key then pressing the BCA Button of the call that the user wants to pull into the conference. NOTE In this case, the call ends up in the stack position of the original active conference call because conferences cannot be transferred. When participating in a conference call on a BCA or having a conference call on hold, an administrator can answer another call and add the new call into the existing conference by pressing the conference hard key then pressing the programmed key of the conference. NOTE The call is taken off hold automatically after the join is complete and everyone is in the conference. ShoreTel Server 12.3 Software Release Notes 33

34 New Features & Enhancements in ShoreTel Dropped Conference Warning Screen A warning that can help prevent the inadvertent termination of a conference call residing on a BCA is added. NOTE If a call on the BCA is terminated, it is no longer presented and it is not accessible by an administrator. When the only administrator in a conference call on the BCA attempts to hang up, a warning screen is displayed asking if the administrator wants to continue to manage the call: Would you like to keep managing this conference call?" Yes: The conference call is put on hold and continues to be presented on the BCA. Cancel/No: The administrator is dropped from the conference, and the conference is no longer presented on the BCA. If more than one administrator is participating in a conference call on the BCA, all but the final administrator can hang up without receiving the warning screen. If a call includes three or more parties, the last administrator to hang up receives the warning screen. NOTE The warning screen is presented only if an administrator joined the conference using the BCA/SCA button programmed for the administrator. The warning screen is not presented if an administrator joined the conference through the administrator s own line DNIS Implemented for BCA DNIS information of the BCA extension is now displayed to administrators. DNIS information of the Boss is now displayed on Boss and Secretary phones (as it is for regular users). 34 ShoreTel Server 12.3 Software Release Notes

35 How to Install ShoreTel 12.3 Section 2: How to Install ShoreTel 12.3 See Server Installation in the ShoreTel 12.3 Planning and Installation Guide for information and instructions on installing and configuring ShoreTel Section 3: How to Upgrade to ShoreTel 12.3 See Server Installation in the ShoreTel 12.3 Planning and Installation Guide for information and instructions on upgrading to ShoreTel Section 4: ShoreTel Server & Client Upgrade Paths ShoreTel 10/10.1/10.2, all CR/GA builds -> ShoreTel 12.3 ShoreTel 11/11.1/11.2, all CR/GA builds -> ShoreTel 12.3 ShoreTel 12/12.1/12.2, all CR/GA builds -> ShoreTel 12.3 NOTE Direct upgrades to ShoreTel 12.3 from versions prior to those listed above are not supported. Prior versions must first upgrade to a supported direct upgrade path. ShoreTel Server 12.3 Software Release Notes 35

36 How to Upgrade ShoreTel System from 32-bit to 64-bit Windows Server OS Section 5: How to Upgrade ShoreTel System from 32-bit to 64-bit Windows Server OS Upgrade procedure is clarified. 1 Upgrade the 32-bit Server OS to a 32-bit Server OS build that supports Windows Server 2008 R2, 64-bit. IMPORTANT Qualifying builds = ST and higher. 2 Verify that the entire system is upgraded to the new 32-bit Server OS build. 3 Back up the upgraded 32-bit system. 4 Migrate to Windows Server 2008 R2, 64-bit. For more detailed instructions, see the ShoreTel Planning and Installation Guide, Section 17.5, Upgrading Windows 2008 (32-bit) to Windows 2008 R2 (64-bit). NOTE Procedure does not apply to a new installation of Windows Server 2008 R2, 64-bit. 36 ShoreTel Server 12.3 Software Release Notes

37 ShoreTel 12.3 Hardware & Software Requirements Section 6: ShoreTel 12.3 Hardware & Software Requirements 6.1 Maximum Transmission Unit (MTU) Size for Connections MTU Changed to 1400 Default MTU setting for PPP clients, VPN clients, PPP servers, or VPN servers running Routing and Remote Access on ShoreTel 12.2 systems = To change the MTU value, you must edit the registry. For further information, contact ShoreTel TAC. 6.2 Server Requirements Headquarters and Distributed Voice Server (DVS) Operating Systems Headquarters Windows Server 2003 (32) SP2 (Standard, Enterprise) Windows Server 2003 R2 (Standard, Enterprise) Windows Server 2008 (32) SP2 (Standard, Enterprise) Windows Server 2008 R2 (64) (Standard, Enterprise) Windows Server 2008 R2 (64) SP1 (Standard, Enterprise) DVS Windows Server 2003 (32) SP2 (Standard, Enterprise) Windows Server 2003 R2 (Standard, Enterprise) Windows Server 2008 (32) SP2 (Standard, Enterprise) Windows Server 2008 R2 (64) (Standard, Enterprise) Windows Server 2008 R2 (64) SP1 (Standard, Enterprise) Windows Embedded 1.1 ShoreTel Server 12.3 Software Release Notes 37

38 ShoreTel 12.3 Hardware & Software Requirements Headquarters & DVS Combinations (Non-SBE) Headquarters WS2003R2 32-bit WS2003R2 32-bit WS2003R2 32-bit WS2008SP2 32-bit WS2008SP2 32-bit WS2008SP2 32-bit WS2008 R2 SP1 WS2008 R2 SP1 WS2008 R2 SP1 DVS WS2008SP2 32-bit WS2003R2 32-bit WS2008 R2 SP1 WS2008SP2 32-bit WS2003R2 32-bit WS2008 R2 SP1 WS2008SP2 32-bit WS2003R2 32-bit WS2008 R2 SP1 NOTE DVS servers in a system can have different operating systems Server Hardware Requirements & Capacities Headquarters Requirements Size Processor RAM Network Small Intel Core 2 Duo E8400, Single Dual Core 3.00 GHz, or 4 GB 100 Base-T Intel Core i3-540 Processor (4M Cache, 3.06 GHz) Medium Intel Xeon 5520 Single Quad Core 2.27 GHz 8 GB 100 Base-T or Gigabit Ethernet Large Intel Xeon 5520 Dual Quad Core 2.27 GHz 8 GB Gigabit Ethernet Very Large Intel Xeon 5680 Dual Six Core 3.33 GHz 12 GB Gigabit Ethernet Size Headquarters Capacities Max Users per System Max Users Assigned per System Max BHCC per System Max BHCC per server (Reports run outside business hours) Maximum BHCC per server (Reports run during business hours Small ,000 1,000 Not Recommended Medium 2,500 1,000 25,000 5,000 1,000 Large 10,000 1,000 50,000 10,000 5,000 Very Large 20,000 1, ,000 10,000 10, ShoreTel Server 12.3 Software Release Notes

39 ShoreTel 12.3 Hardware & Software Requirements DVS Requirements Branch Office Bundle configuration: Supported only on servers shipped by ShoreTel as a part of the Branch Office Bundle. NOTE Customer- provided servers should meet or exceed Small Enterprise server requirements. Size Processor RAM Network Branch Office Bundle Intel Celeron E3300, DualCore 2.5 Ghz, 1MB Cache and 800FSB 2 GB 100 Base-T Small Intel Core 2 Duo E8400, Single DualCore 3.00 Ghz 4 GB 100 Base-T Medium Xeon 5520 Single QuadCore 2.27 Ghz 8 GB 100 Base-T or Gigabit Ethernet Large Xeon 5520 Dual QuadCore 2.27 Ghz 8 GB Gigabit Ethernet Very Large Xeon 5520 Dual QuadCore 2.27 Ghz 8 GB Gigabit Ethernet DVS Capacities Branch Office Bundle configuration: Supported only on servers shipped by ShoreTel as a part of the Branch Office Bundle. NOTE Customer- provided servers should meet or exceed Small Enterprise server requirements. For very large deployments (10K to 20K Users): ShoreTel 12.3 supports 1,000 ShoreTel Communicators for Web and Mobile per DVS server. ShoreTel 12.3 supports 500 ShoreTel Communicators for Windows per DVS server. Size Max Users per DVS Max BHCC per DVS Maximum BHCC per server (Reports run during business hours Branch Office Bundle Not recommended Small 500 1,000 1,000 Medium 1,000 5,000 5,000 Large 1,000 10,000 10,000 Very Large 1,000 [1] 10,000 10,000 ShoreTel Server 12.3 Software Release Notes 39

40 ShoreTel 12.3 Hardware & Software Requirements ShoreTel Director Web Browser Requirements Microsoft Internet Explorer 8.0 Microsoft Internet Explorer Communicator Client Requirements Client Operating Systems ShoreTel Communicator for Windows Windows XP Professional, 32 bit, SP3 Windows Vista Business, 32-bit, SP2 Windows Vista Enterprise, 32-bit, SP2 Windows Vista Business, 64-bit, SP2 Windows Vista Enterprise, 64-bit, SP2 Windows 7 Professional, 32-bit, SP1 Windows 7 Enterprise, 32-bit, SP1 Windows 7 Professional, 64-bit, SP1 Windows 7 Enterprise, 64-bit, SP1 Unicode support (double-byte character) ShoreTel Communicator for Mac OS X OS X ShoreTel Messaging on Mac ichat ShoreTel Server 12.3 Software Release Notes

41 ShoreTel 12.3 Hardware & Software Requirements Windows Server (for Terminal Services) Windows Server 2008, 32-bit, SP2 Windows Server 2008, 64-bit, SP2 (Non R2) Standard - Enterprise Windows Server 2008, R2 (64-bit) Windows Server for Terminal Services Version W b SP2 Enterprise W b SP2 (Non R2) Single QuadCore 2.33 GHZ/32 GB RAM Dual QuadCore 2.26 GHZ/32 GB RAM Max Users supported per WSTS Max Presence/Call Load RAM required per client in WSTS Minimum Processor BHCC 100 MB Single DualCore 2.33 GHZ/16 GB RAM Standard - Enterprise BHCC 200 MB W2008 R BHCC 150 MB W2008 R2 with XenApp-6 Platinum BHCC 175 MB Dual QuadCore 2.26 GHZ/32 GB RAM NOTE Presence = Presence status displayed in the Contact area of ShoreTel Communicator. NOTE CPU/RAM used must be dimensioned according to all applications running on a server. Other applications and environments, such as Microsoft Office, can also run on the same server Citrix XenApp Supported XenApp 5.0, for Windows 2008, 32-bit SP2 only (Isolation mode is not supported) XenApp 6.0, for Windows 2008, 64-bit R2 only (Isolation mode is not supported) ShoreTel Server 12.3 Software Release Notes 41

42 ShoreTel 12.3 Hardware & Software Requirements 6.4 Client Hardware Requirements Windows Computer Hardware requirements for running Communicator depend on Communicator version and video call resolution. Tables below list minimum recommended configuration for computers running Communicator. Communicator Version Communicator with Personal Access Communicator with Professional Access Communicator with Agent, Supervisor, Operator Access (<40 extension presence) Communicator with Agent, Supervisor, Operator Access (<500 extension presence) All Versions, VGA Video All Versions, XGA Video Processor for XP and Vista Processor for Windows 7 Max Presence Load Pentium MHz Pentium GHz No Presence supported Pentium GHz with HT or Dual Core 1.6 GHz Pentium GHz with HT or Dual Core 1.6 GHz Pentium GHz with HT or Dual Core 1.6 GHz Pentium GHz with HT or Dual Core 1.6 GHz 1 Event/Second 1 Event/Second Dual Core 1.6 GHz Dual Core 1.6 GHz 1 Event/Second Dual Core 1.6 GHz Dual Core 1.6 GHz 1 Event/Second Core 2 Quad 2.4 GHz Core 2 Quad 2.4 GHz 1 Event/Second Communicator Version Communicator with Personal Access Communicator with Professional Access Communicator with Agent, Supervisor, Operator Access (<40 extension presence) Hard Disk Space RAM Available RAM XP Vista W7 XP Vista W7 XP Vista W7 1 GB 1 GB 1 GB 1 G 2 GB 2 GB 100 MB 1 GB 1 GB 1 GB 1 GB 2 GB 2 GB 150 MB 1 GB 1 GB 1 GB 1 GB 2 GB 2 GB 150 MB 100 MB 150 MB 150 MB 150 MB 250 MB 250 MB 42 ShoreTel Server 12.3 Software Release Notes

43 ShoreTel 12.3 Hardware & Software Requirements Communicator Version Communicator with Agent, Supervisor, Operator Access (<500 extension presence) All Versions, VGA Video *All Versions, XGA Video Hard Disk Space RAM Available RAM XP Vista W7 XP Vista W7 XP Vista W7 1 GB 1 GB 1 GB 1 GB 2 GB 2 GB 150 MB 1 G 1 GB 1 GB 1 GB 2 GB 2 GB 150 MB 1 GB 2 GB 2 GB 1 GB 2 G 2 GB 150 MB 150 MB 150 MB 150 MB 250 MB 250 MB 250 MB NOTE Hard Disk Space = Disc space requirement is for installation on a system without.net Framework installed. After Communicator is installed, Communicator requires less than 100 MB disc space. NOTE RAM = ShoreTel Communicator memory requirements during normal operation. When running other applications on PC in addition to Communicator, more memory may be required to maintain adequate performance Mac Any Mac 6.5 ShoreTel Communicator for Web Browser Requirements Safari 4.0 on OS X Microsoft Internet Explorer 8.0 Microsoft Internet Explorer 9.0 Firefox 3.6 on Windows and OS X ShoreTel Communicator for Web Plug-ins (Optional) Adobe Flash 9 Adobe Flash 10 ShoreTel Server 12.3 Software Release Notes 43

44 ShoreTel 12.3 Hardware & Software Requirements 6.6 VMware Virtual Environment Headquarters & DVS Operating Systems under VMware Windows Server 2008, 32-bit, SP2 (Standard, Enterprise) Windows Server 2008, R2, 64-bit (Standard, Enterprise) Windows Server 2008, R2, SP1 64-bit (Standard, Enterprise) Operating system configurations listed below are supported under VMware. Headquarters WS2008SP2 32-bit WS2008SP2 32-bit WS2008 R2 or WS2008 R2 SP1 WS2008 R2 or WS2008 R2 SP1 DVS WS2008SP2 32-bit WS2008 R2 or WS2008 R2 SP1 WS2008SP2 32-bit WS2008 R VMware Virtual Environment for Headquarters & DVS Servers VMware vsphere 5 (ESXi 5.0) VMware Vsphere 4.1 (ESX 4.1/ESXi 4.1) VMware Vsphere 4 (ESX 4/ESXi 4) Configuration (Headquarters Server Only) High Availability VMotion Fault Tolerance is not supported NOTE Only server running on VMware for core platform is supported. ECC, CSTA, and other TPP and professional services applications are not supported on ShoreTel virtual servers. 44 ShoreTel Server 12.3 Software Release Notes

45 ShoreTel 12.3 Hardware & Software Requirements VMware Hardware Requirements for Host Environment System Size Users Call Load per Server (w/o Reporter) Cores per VM Processor Host environmen t Small 500 5,000 2 quad-core Intel Xeon X5550 processor, 2.66 GHz or similar Medium 2,500 25,000 4 quad-core Intel Xeon X5550 processor, 2.66 GHz or similar Large 10,000 50,000 8 quad-core Intel Xeon X5550 processor, 2.66 GHz or similar RAM per VM Disk Size per Main VM Disk Size per DVS VM 4GB 60GB 40GB 8GB 150GB 80GB 8GB 260GB 130GB 6.7 Computer Supported Telephony Applications (CSTA) CSTA version running on the following: Windows Server 2003 R2, 32 (Standard, Enterprise) Windows Server (Standard, Enterprise) Windows Server 2008 R2, 64 (Standard, Enterprise) VMware vsphere 4 ShoreTel Server 12.3 Software Release Notes 45

46 ShoreTel 12.3 Hardware & Software Requirements 6.8 Supported Devices ShoreTel Voice Switches ShoreTel Voice Switch 120/24 ShoreTel Voice Switch 60/12 ShoreTel Voice Switch 40/8 ShoreTel Voice Switch T1 ShoreTel Voice Switch E1 ShoreTel Voice Switch 30 ShoreTel Voice Switch 30BRI ShoreTel Voice Switch 50 ShoreTel Voice Switch 90 ShoreTel Voice Switch 90BRI ShoreTel Voice Switch T1k ShoreTel Voice Switch E1k ShoreTel Voice Switch 220T1 ShoreTel Voice Switch 220T1A ShoreTel Voice Switch 220E1 ShoreTel Voice Switch 24A ShoreTel Voice Switch 50V ShoreTel Voice Switch 90V ShoreTel Voice Switch 90 BRIV ShoreTel Service Appliances Service Appliance 400 (SA-400) Service Appliance 100 (SA-100) 46 ShoreTel Server 12.3 Software Release Notes

47 ShoreTel 12.3 Hardware & Software Requirements ShoreTel IP Phones AP Phone 100 AP Phone 110 IP Phone 110 IP Phone 115 IP Phone 210 IP Phone 212k IP Phone 230 IP Phone 230g IP Phone 265 IP Phone 530 IP Phone 560 IP Phone 560g IP Phone 565g IP Phone 655 (Including Satellite Microphone accessories) BB24 ShoreTel Server 12.3 Software Release Notes 47

48 ShoreTel 12.3 Hardware & Software Requirements 6.9 Application Support Licenses Keyed Licenses ShoreWare System License (Enterprise Edition) ShoreWare Additional Site License ShoreWare Extension License ShoreWare Mailbox License ShoreWare SoftPhone License ShoreWare Additional Language License Mobile Access License ShoreWare SIP Phone License ShoreWare SIP Trunk License ShoreWare Standard Resolution Video License ShoreWare High Resolution Video License Operator Access License Professional Access License Workgroup Agent Access License Workgroup Supervisor Access License ShoreWare External Unified Messaging SIP Link License Audio Conference License Web Conference License Self-audited Licenses Personal Access License Shoreware Remote Server Software Shoreware TAPI Application Server Shoreware Phone API License 48 ShoreTel Server 12.3 Software Release Notes

49 ShoreTel 12.3 Hardware & Software Requirements ShoreTel Conferencing Requirements ShoreTel Conferencing and Instant Messaging Services require installation of the ShoreTel Service Appliance 100 or 400 (SA-100 or SA-400). Conference Bridge Appliance Operating System: WindRiver Linux or above Web conference users require one of the following internet browsers: MS Internet Explorer 8.0 and 9.0 Safari 4.0 on OS X Firefox 3.6 on Windows and OS X Adobe Flash 9 or higher should also be installed. Web conferencing supports the following PowerPoint versions: PowerPoint 2003 PowerPoint 2007 PowerPoint ShoreTel Web Conferencing Plug-in (Optional) Adobe Flash 9 Adobe Flash Converged Conferencing Interoperability is supported for Converged Conferencing 7.1 NOTE See the Converged Conference documentation for hardware and software specifications ShoreTel Conferencing Client JAVA JRE or higher Video Requirements Video Bandwidth Requirements Video Calls require the following minimum bandwidth: VGA: 600 kbps XGA: 1.2 Mbps ShoreTel Server 12.3 Software Release Notes 49

50 ShoreTel 12.3 Hardware & Software Requirements Video Hardware Requirements Computers configured for video calls require the following: VGA Video: Graphic Card with 64 MB of VRAM, DirectX 9.0c-compatible XGA Video: Graphic Card with 256 MB of VRAM, DirectX 9.0c-compatible Integration (Microsoft Office: Outlook & Word) ShoreTel 12 Communicator supports integration with the following products: Outlook 2007, SP2 Outlook 2010 (32 bit) Word 2007, SP2 Word External IM and Presence Server for ShoreTel Communicator IM OCS2007 R2 Standard/Enterprise Editions Converged Conferencing 7.1 ShoreTel Instant Messaging Service Microsoft Exchange SIP Unified Messaging Microsoft Exchange 2007 Unified Messaging Microsoft Exchange 2010 Unified Messaging supports all Exchange 2007 features, except Fax (requires use of 3rd-party software), plus the following Exchange 2010 features) Native Message Waiting Indication (MWI) Personalized Auto Attendant Exchange 2010 SP Microsoft Remote Call Control Microsoft Remote Call Control is supported on OCS 2007 R Contact Center Interoperability is supported for: Contact Center 6.0 Contact Center ShoreTel Server 12.3 Software Release Notes

51 ShoreTel 12.3 Hardware & Software Requirements SIP-BRI 8 Interoperability is supported for SIP-BRI 8 Build R3.T_ SIP Devices Supported SIP device for SIP extension: IP Phone Ingate Siparator Release VPN Concentrator 4500/5300 Software firmware version Double-Take Availability Version 5.3 (for Headquarters Server running 2003 and 2008) For details on Configuring Double-Take Availability and ShoreTel System, see the following document on the ShoreTel Support web site ( Using Double-Take with the ShoreTel UC Solution Application Note: Date: March 7, 2012 Product: ShoreTel Double-Take Availability System version: ShoreTel 11, 11.x, 12, 12.x Enable Emergency Gateway (EGW) Version 3.3 For details on configuring 911 Enable Emergency Gateway (EGW) and ShoreTel System, see the following document on the ShoreTel Support web site ( Innovation Network App Note TPP: Date: March, 2012 Product: ShoreTel 911 Enable Emergency Gateway (EGW) System version: ShoreTel 12.3 ShoreTel Server 12.3 Software Release Notes 51

52 ShoreTel 12.3 Hardware & Software Requirements Codecs Following codecs supported since ShoreTel 8: L16/16000 L16/8000 AAC_LC/32000 PCMU/8000 PCMA/8000 (G.711) G.722/8000 DV14/8000 BV32/16000 BV-16/8000 G.729/8000 T.38 NOTE Not every device supports all codecs. Consult the ShoreTel IP Phone and ShoreTel Voice Switch data sheets for detailed information ShoreTel Mobility Enterprise ShoreTel Mobility Routing 4.5, 4.6, 4.7 SBE ShoreTel Mobility Routing 4.5 ShoreTel Mobility Router Appliance MR2000 MR4000 MR Call Quality Monitor System Monitor 1.1 (ShoreTel independent) 52 ShoreTel Server 12.3 Software Release Notes

53 ShoreTel 12.3 Hardware & Software Requirements Demo Kit Hardware VMware environment for Servers is not supported on the Demo Kit. Demo Kit account configurations and phone combinations are different for America (North America and CALA), EMEA, APAC. Role Vendor Model Embedded Server Laptop Client AOpen MP-965 Windows Server 2003 Standard Edition SP2 (32-bit) Dell D630 Windows Vista Business (32-bit) Operating System Processor RAM Network Video Intel Core2 Duo T GHz Intel Core2 Duo T Ghz 2 GB 100 Base-T VGA 1 GB 100 Base-T and Wi-Fi VGA Features & Capacities Feature Capacity Sites 10 Switches 1 (SG90 in kit, can add more) Servers 1 (HQ in kit, can add more) Users 50 IP Phone Failover Yes Power Transfer Failover Yes PSTN Failover Yes Mailboxes 50 AMIS Yes SMDI - External Voic Yes ShoreTel Communicator 50 Pro with standard video and softphone 10 Operator 20 WG Agent 20 WG Super Conference Bridge Contact Center (ECC) 10 Mobile Yes (not in kit, but can add) Yes (5 agents & 1 supervisor) ShoreTel Server 12.3 Software Release Notes 53

54 ShoreTel 12.3 Hardware & Software Requirements ShoreTel Communicator for Mobile BlackBerry 81xx series (Pearl) BlackBerry 83xx series (Curve) BlackBerry 8500 series (Curve) BlackBerry 88xx series BlackBerry 90xx series (Bold) BlackBerry 91xx series (Pearl 2) BlackBerry 9500, 9520, 9530 series (Storm) BlackBerry 9550 series (Storm2) BlackBerry 89XX series (Curve) BlackBerry 96XX series (Tour) BlackBerry 9700 series (Bold) BlackBerry 9800 series (Torch) HTC P6500 (Sirius) HTC TyTn II iphone 3G (ios3.1, ios4) iphone 3GS (ios3.1, ios4) iphone 4 (ios3.1, ios4) ipad (emulation mode) Nokia E51 series Nokia E61i series Nokia E63 series Nokia E71 series Nokia E72 series Nokia E75 series Nokia E90 series Nokia Surge 6790 Samsung Blackjack II 54 ShoreTel Server 12.3 Software Release Notes

55 ShoreTel 12.3 Hardware & Software Requirements Camera Support Logitech QuickCam Communicate Deluxe Logitech QuickCam Deluxe for Notebooks Logitech QuickCam Pro 9000 for Business Logitech QuickCam Communicate MP Headset Support SoftPhone feature in ShoreTel release 7.5 and later releases is compatible with most USB-based headsets that use a standard Windows USB driver. ShoreTel does not support Bluetooth headsets that connect directly to the PC's Bluetooth port. NOTE ShoreTel SoftPhone is compatible with headsets such as the Plantronics Voyager Bluetooth system that connects the Bluetooth headset to the PC via a USB base. ShoreTel Server 12.3 Software Release Notes 55

56 ShoreTel 12.3 Hardware & Software Requirements 6.10 System Capacities Feature General System Capacities Capacity Users 20,000 - Users 5,000 - Port Based Users 20,000 - IP Phone Users Virtual Users - 1,000 per server User Groups 250 user groups Sites 500 sites system-wide Servers 21 (1 HQ plus 20 DVS) ShoreTel Voice Switches 100 switches per site NOTE For Very Large Deployments (10K-20K users), maximum number of switches per site = switches per system; DRS required with 100+ switches in system ShoreTel Voic Switches 500 per system ShoreTel Service Appliance 100/ per DB instance 5 appliances system-wide 3rd Party SIP Servers 20 SIP Servers Trunks 10,000 trunks 500 trunk groups 220 trunks per TG Voic 20,000 mailboxes 3,000 mailboxes per server Media Streams 254 G.711 per server 40 G.729 per server IP Phones 5 ShoreTel IP Phones per ShoreTel Voice Switch Port 56 ShoreTel Server 12.3 Software Release Notes

57 ShoreTel 12.3 Hardware & Software Requirements Feature Desktop Clients 10,000 ShoreTel Communicators per system NOTE No more than 1,000 ShoreTel Communicators (desktop and/or mobile) in Headquarters server per system. 1,000 ShoreTel Communicators for Mobile per system NOTE ShoreTel Communicator for Mobile is not supported on DVS. 1,000 ShoreTel Communicators per server NOTE For very large deployments (10K-20K Users), maximum number of ShoreTel Communicators for Web and Mobile per server = 1,000; maximum number of ShoreTel Communicators for Windows per server = Operator Accesses per system NOTE Maximum 250 monitored extensions. Workgroups 256 workgroups 300 agents per workgroup; 16 agents per workgroup when simultaneous ring is enabled 300 agents per system (across all workgroups) 128 supervisors per system NOTE Customers requiring more than 300 agents should use the ShoreTel Enterprise Contact Center. Operators 200 (250 monitored extensions for each operator) ShoreTel Communicator for Mobile Capacity 1,000 per system (all mobiles, iphones and Web Communicator combined) Instant Conference One conferenced party per ShoreTel Voice Switch Port; 6 parties maximum per Instant Conference Auto Attendant Menus 1000 Auto Attendant Menus Hunt Groups 8 hunt groups per switch 16 total hunt group members per switch ShoreTel Server 12.3 Software Release Notes 57

58 ShoreTel 12.3 Hardware & Software Requirements ShoreTel Conferencing and Instant Messaging Capacities (System-Wide) Up to 5 Service Appliances Up to 2500 IM users Up to 250 simultaneous audio conferencing ports Up to 250 simultaneous secure web conferencing ports (HTTPS) For capacity of SA-100 and SA-400, see Specifications: SA-100 vs. SA-400, page Service Appliance 100 Codecs and Concurrent Audio Streams Codec G.711 (both a-law and u-law) Bandwidth Sampling Rate Maximum Number of Audio Streams 64kbps 8kHz Maximum Number of SRTP Streams DV14/ADPCM 32kbps 8kHz Linear (L16/8000) 128kbps 8kHz 50 No Support Wideband Linear (L16/16000) 256kbps 16kHz 50 No Support G kbps 16kHz 15 (see Note below) 15 (see Note below) NOTE The ShoreTel Audio Conference appliance supports an extra 35 G.711 streams in addition to 15 G.722 streams for a total of 50 Audio Streams per appliance ShoreTel Audio and Web Conferencing Bandwidth Requirements Web Maximum 16 conferences per ShoreTel Conference appliance Maximum 30 Web https connections per ShoreTel Conference appliance Maximum 300 connections/hour per ShoreTel Conference appliance Audio Maximum 300 BHCC per ShoreTel Conference appliance 58 ShoreTel Server 12.3 Software Release Notes

59 ShoreTel 12.3 Hardware & Software Requirements Very Large System (20K Users): Limitations ShoreTel Communicators Maximum 10,000 for whole system ShoreTel Communicators for Windows Maximum 500 per server ShoreTel Communicators for Web & Mobile Maximum 1,000 per server Trunkgroups Maximum Distributed Database Distributed DB must be enabled. Only 10 DVS's can be enabled with Distributed DB maximum (but system can still have 20 DVS's) Distributed Workgroup Distributed WG is not supported; it is not compatible with Distributed DB ShoreTel Switches Maximum 60 switches per site ShoreTel Server 12.3 Software Release Notes 59

60 New Features & Enhancements in ShoreTel 12.2 Section 7: New Features & Enhancements in ShoreTel 12.2 The new features and enhancements in ShoreTel Release 12.2 are listed below. Feature Description Page Legacy Voic TUI Multiple TUI styles available 60 Analog Trunk Pulse Dialing Backward compatibility maintained Legacy Voic TUI Support for multiple voice mail telephone user interface (TUI) styles is added. ShoreTel or Legacy Voice Mail TUI style can be used How to Configure Telephone User Interface (TUI) Style 5 Log into ShoreWare Director. (Figure 23) 6 Click Administration->Users->Class of Service. The Class of Service screen is displayed. (Figure 24) 7 Under Voice Mail Permissions, click New. The Edit Voice Mail Permissions Screen screen is displayed. (Figure 25) 8 From the Voice Mail Prompt Style pull-down menu, select either ShoreTel or Legacy Voice Mail TUI. NOTE The default is ShoreTel. 9 Click Save. Voice mail menus are set to the selected style. 60 ShoreTel Server 12.3 Software Release Notes

61 New Features & Enhancements in ShoreTel 12.2 Figure 23. ShoreTel ShoreWare Director Login Screen ShoreTel Server 12.3 Software Release Notes 61

62 New Features & Enhancements in ShoreTel 12.2 Figure 24. Class of Service Screen 62 ShoreTel Server 12.3 Software Release Notes

63 New Features & Enhancements in ShoreTel 12.2 Figure 25. Edit Voice Mail Permissions Screen ShoreTel Server 12.3 Software Release Notes 63

64 New Features & Enhancements in ShoreTel Analog Trunk Pulse Dialing Support for pulse dialing on analog trunk ports is added for backward compatibility. Pulse dialing is supported only on analog trunks. Pulse dialing is not supported on telephones on extension ports. NOTE Most Public Switched Telephone Network (PSTN) carriers no longer support pulse dialing through analog trunks. Dual-Tone Multi-Frequency (DTMF) dialing is the default signaling method for dialing numbers through analog trunks How to Enable Pulse Dialing 1 Log into ShoreWare Director. (Figure 26) 2 Click Administration->Trunks->Trunk Groups. The Trunk Groups screen is displayed. (Figure 27) NOTE A Trunk Group must be created before it can be displayed in the list of Trunk Groups. 3 Under the Name column, click the name of the analog trunk group that you want to dial out numbers using pulse dialing (for example, IntPulseTrunk ). The Edit Analog Loopstart Trunk Group screen is displayed. (Figure 28) 4 Click Enable Pulse Dialing. (Figure 28) NOTE The option to enable pulse dialing is displayed only if an Analog Loopstart Trunk Group is created in Director for a region or country where pulse dialing is available. 5 Click Save. Dialed digits are sent through the selected trunk group to the Central Office (CO) in the form of pulses. NOTE The ON Duration, OFF Duration, and GAP Duration between digits is specified by a region or country. 64 ShoreTel Server 12.3 Software Release Notes

65 New Features & Enhancements in ShoreTel 12.2 Figure 26. ShoreTel ShoreWare Director Login Screen Figure 27. Trunk Groups Screen ShoreTel Server 12.3 Software Release Notes 65

66 New Features & Enhancements in ShoreTel 12.2 Figure 28. Edit Analog Loopstart Trunk Group Screen 66 ShoreTel Server 12.3 Software Release Notes

67 New Features & Enhancements in ShoreTel 12.1 Section 8: New Features & Enhancements in ShoreTel 12.1 The new features and enhancements in ShoreTel Release 12.1 are listed below. Feature Description Page ShoreTel Communicator for Windows: Enhancement 68 Contact Center Agent Interface Simplifications Euro-ISDN Channel Negotiation and Connected Number Enhanced support 75 Enhanced Support for Mobile Extension Enhanced support 82 SIP Info Pass Through Enhanced support 86 Serviceability Enhancements Enhancements 87 Disk Space Reclaim for Shorewareconfig Distributed DB Enhancement 92 SBE: VMware vsphere and SIP fax server support Enhanced support 102 Greeting-Only Voic Enhanced support 111 ShoreTel Server 12.3 Software Release Notes 67

68 New Features & Enhancements in ShoreTel ShoreTel Communicator for Windows: Contact Center Agent Interface Simplifications The Communicator for Windows UI is enhanced to provide better status information and improve the experience of Contact Center Agents Communicator for Windows Enhancements Toolbar showing Contact Center status information at all times is added (page 68). Color coding scheme designating Agent status is added (page 70). Release with/without code is clarified (page 70). Wrap-Up with/without code is clarified (page 72) Contact Center Toolbar Status Indicator A toolbar showing the Agent State is added to Contact Center in Minimal mode and Normal mode, providing clear, visible status information to the Contact Center Agent at all times. NOTE This enhancement is visible only when the Contact Center is enabled in Communicator for Windows. The Contact Center Toolbar is displayed after the Call Toolbar, before any programmable toolbars (Figure 29). The Contact Center Toolbar can be hidden by toggling the View->Show Contact Center Toolbar menu (Figure 30). Figure 31 shows the Logged Out of All Groups message in Normal Mode. Figure 32 shows the Logged Out of All Groups message in Minimal Mode. Figure 33 shows the Logged Into All Groups message in Normal Mode. Figure 34 shows the Logged Into All Groups message in Minimal Mode. Figure 29. Contact Center Toolbar 68 ShoreTel Server 12.3 Software Release Notes

69 New Features & Enhancements in ShoreTel 12.1 Figure 30. Show Contact Center Toolbar Menu Logged Out of All Groups, Normal Mode Figure 31. Logged Out of All Groups, Normal Mode Logged Out of All Groups, Minimal Mode Figure 32. Logged Out of All Groups, Minimal Mode ShoreTel Server 12.3 Software Release Notes 69

70 New Features & Enhancements in ShoreTel 12.1 Logged Into All Groups, Normal Mode Figure 33. Logged Into All Groups, Normal Mode Logged Into All Groups, Minimal Mode Figure 34. Logged Into All Groups, Minimal Mode Agent Status Indicator Color Scheme The color of the line of the rectangle highlighting the status of an Agent is different for each state. The colors and states are listed below. Color Red Green Blue Yellow Status Logged Out Logged In Wrap-Up Released Release with/without Code The amount of time an Agent spends between calls is displayed in Contact Center in the Release message, providing a visual accounting of the time spent from the end of one call to the beginning of the next call. NOTE The timer increments from zero when a call is ended, and is reset to zero when the next call is started. Time is displayed in hh:mm:ss (hours, minutes, seconds). A Release message can be configured by an Agent to display a code or description of the reason for the Release. 70 ShoreTel Server 12.3 Software Release Notes

71 New Features & Enhancements in ShoreTel 12.1 If a Release is started without a code, the timer begins incrementing from zero after the Release is specified by the Agent. If a Release is started with a code, the timer begins incrementing from zero after the Release and the Release code are specified by the Agent. Figure 35 shows a Release without Code in Normal Mode. Figure 36 shows a Release without Code in Minimal Mode. Figure 37 shows a Release with Code in Normal Mode. Figure 38 shows a Release with Code in Minimal Mode. Release without Code, Normal Mode Figure 35. Release without Code, Normal Mode Release without Code, Minimal Mode Figure 36. Release without Code, Minimal Mode ShoreTel Server 12.3 Software Release Notes 71

72 New Features & Enhancements in ShoreTel 12.1 Release with Code, Normal Mode Figure 37. Release with Code, Normal Mode NOTE If a Release with Code button is programmed with a blank field or without a leading digit, a No Code option can be selected for a Release Code in Normal Mode (but the code is not shown). Release with Code, Minimal Mode Figure 38. Release with Code, Minimal Mode Wrap-Up with/without Code A description of the outcome of a completed call is displayed in Contact Center in the Wrap-Up message, providing a visual description of the nature of the completed call. NOTE The Wrap-Up message, like a Release message, includes a timer that increments from zero when a call is ended, and is reset to zero when the next call is started. Time is displayed in hh:mm:ss (hours, minutes, seconds). A Wrap-Up message can be configured by an Agent to display a code or description of the reason for the Wrap-Up. If a Wrap-Up is started without a code, the timer begins incrementing from zero after the Wrap-Up is specified by the Agent. If a Wrap-Up is started with a code, the timer begins incrementing from zero after the Wrap-Up and the Wrap-Up code are specified by the Agent. If a Wrap-Up is extended by an Agent, the timer continues incrementing from the point at which the extension is specified (the timer is not reset). Figure 39 shows a Wrap-Up without Code in Normal Mode. 72 ShoreTel Server 12.3 Software Release Notes

73 New Features & Enhancements in ShoreTel 12.1 Figure 40 shows a Wrap-Up without Code in Minimal Mode. Figure 41 shows a Wrap-Up with Code in Normal Mode. Figure 42 shows a Wrap-Up with Code in Minimal Mode. Wrap-Up without Code, Normal Mode Figure 39. Wrap-Up without Code, Normal Mode Wrap-Up without Code, Minimal Mode Figure 40. Wrap-Up without Code, Minimal Mode Wrap-Up with Code, Normal Mode Figure 41. Wrap-Up with Code, Normal Mode NOTE If a Wrap-Up with Code button is programmed with a blank field or without a leading digit, a No Code option can be selected for a Wrap-Up Code in Normal Mode (but the code is not shown). ShoreTel Server 12.3 Software Release Notes 73

74 New Features & Enhancements in ShoreTel 12.1 Wrap-Up with Code, Minimal Mode Figure 42. Wrap-Up with Code, Minimal Mode 74 ShoreTel Server 12.3 Software Release Notes

75 New Features & Enhancements in ShoreTel Euro-ISDN Channel Negotiation and Connected Number A Euro-ISDN profile can be configured to allow a central office to negotiate the choice of an outbound ISDN call (page 75). A Euro-ISDN profile can be configured to allow an outside caller to a ShoreTel user to see a number of the ShoreTel user that answers the call (page 78) Euro-ISDN Channel Negotiation A ShoreTel Voice Switch can be configured in Director to allow a central office (CO) to negotiate the choice of an outbound ISDN channel on a PRI or BRI. This feature is supported for Euro ISDN for PRI and BRI. NOTE This feature does not apply to inbound calls. Also, this feature is not supported for North America ISDN protocols (for example, NI2, DMS, and ESS) ISDN Channel Negotiation A ShoreTel system selects the outbound ISDN bearer channel and does not negotiate with the central office (CO) for the choice of channel. This behavior is called exclusive mode. In Europe (or in any ETSI-compliant network), an ISDN profile can be configured in Director to enable the ShoreTel Voice Switch to allow the CO to negotiate the channel. The behavior that supports negotiation is called preferred mode. Although this function is available to BRI, it is more relevant to PRI. The following trunk and switch settings are available in Director after an ISDN profile is created: The ISDN profile is selected in the drop-down scroll list near the top of the Trunk Groups editing window. When this choice and other configuration steps are saved, the ISDN profile is applied to the trunk group. In the Voice Switch window (Administration >Platform Hardware >Voice Switches...), the Layer 3 area has two critical parameters for ISDN channel negotiation: the Central Office Type must be Euro ISDN, and the Protocol Type must be ISDN User ISDN Profile to Enable ISDN Channel Negotiation For backwards compatibility, the default for channel negotiation remains exclusive mode. Therefore, ISDN channel negotiation must be enabled through an ISDN profile that enables the preferred mode. To enable ISDN channel negotiation, create an ISDN profile in Director as follows: ShoreTel Server 12.3 Software Release Notes 75

76 New Features & Enhancements in ShoreTel Navigate to Administration >Trunks >ISDN Profiles (Figure 43). The ISDN Profiles window lists all existing ISDN profiles by name, the enable status of each profile, and a checkbox for selecting a profile. Figure 43. List of Existing ISDN Profile NOTE The name of the default profile SystemISDNTrunk is reserved and cannot be used for new profiles. (In other words, the default ISDN profile cannot be modified.) 2 Press the New button to start a new profile. The Edit ISDN Trunk Profile window is opened (Figure 44). 3 In the Name field, type a name for the profile (ISDNCustomizedProfile, for example). 4 In the Custom Parameters area, type the following string: ChannelPreferredMode=yes NOTE Custom Parameters are case sensitive. 5 Click the Enable checkbox. (The profile still must be applied to specific trunk groups.) 6 Click Save. 7 Complete the related configuration steps in the Trunk Editing and Switch Editing windows. 76 ShoreTel Server 12.3 Software Release Notes

77 New Features & Enhancements in ShoreTel 12.1 Figure 44. Creating a New Profile for Enabling ISDN Channel Negotiation NOTE The figure is cropped to highlight the edits. The entire Warning message is as follows: Warning! Please use ShoreTel's recommended ISDN profile configurations to ensure optimal functionality. Improper customization may lead to unsupported operation of telephone features Switch Settings for Euro-ISDN Channel Negotiation For the switch parameters that apply to ISDN channel negotiation, perform the following steps in Director: 1 Navigate to Administration >Platform Hardware >Voice Switches/Server Appliances >Primary (or Spare). 2 Select an existing switch or start a new switch. 3 For configuration of this function, select ISDN User in the Protocol Type drop-down menu (under the Layer 3 heading located mid-screen). 4 For configuration of this function, select Euro-ISDN in the Central Office Type drop-down menu (under the Layer 3 heading located mid-screen). 5 Click the Save button when all other necessary switch parameters are selected. ShoreTel Server 12.3 Software Release Notes 77

78 New Features & Enhancements in ShoreTel Euro-ISDN Profile for Connected Number Display An ISDN profile can be created in Director that allows an outside caller to a ShoreTel user to see a number of the ShoreTel user that answers the call. This feature is supported for carriers or service providers configured with Euro-ISDN PRI or BRI. NOTE This feature is not supported for ShoreTel deployments for North America Protocol (for example, NI2, DMS, and ESS). Also, this feature is not supported for ISO QSIG or ECMA QSIG Connected Number Display for Outside Callers When an outside caller calls a ShoreTel user and the ShoreTel user answers the call, the phone number of the ShoreTel user is sent back to the outside caller through the ISDN Connect message. The phone number of the ShoreTel user can be the user's DID or BTN of the trunk group. The following trunk and switch settings are available in Director after an ISDN profile is created: To apply the ISDN profile to a trunk group, select the profile in the drop-down scroll list near the top of the Trunk Groups editing window. After the trunk group configuration is saved, the ISDN profile is applied to the trunk group. The billing telephone number (BTN) should be specified (in addition to the ISDN profile) for the trunk group for the following reasons: If the final recipient s ShoreTel extension lacks a DID or has a privacy configuration, the switch sends the BTN to the outside caller. In the voice switch window (Administration >Platform Hardware >Voice Switches), the Layer 3 parameters include two critical parameters for this function: the Central Office Type must be set to Euro ISDN, and the Protocol Type must be set to ISDN User Creating ISDN Profile for Called Number Display An ISDN profile for controlling the display of the ShoreTel user s number on the caller s phone can have one of three possible keyword settings and results, as follows: usebtn - The ShoreTel Voice Switch sends only the BTN in the Trunk Group in the CONNECT message to the service providers or carrier. The caller can see the Connect Number Display. present - The outside caller can see the number of the ShoreTel user answering the call. The number of the user can be DID or the BTN in the Trunk Group. restrict (default) - Neither the BTN nor the DID of the called ShoreTel user goes into the CONNECT message back to the central office. The caller sees no ID for the ShoreTel user. 78 ShoreTel Server 12.3 Software Release Notes

79 New Features & Enhancements in ShoreTel 12.1 To create an ISDN profile in Director that allows a caller to see the ShoreTel user s DID (keyword=present), perform the following steps: 1 Navigate to Administration >Trunks >ISDN Profiles (Figure 45). The ISDN Profiles window lists all existing ISDN profiles by name, the enable status of each profile, and a checkbox for selecting a profile. 2 Press the New button to start a new profile. The Edit ISDN Trunk Profile window is opened (Figure 46). 3 In the Name field, type a name for the profile (CalledDIDdisplay, for example). NOTE The name of the default profile SystemISDNTrunk is reserved and cannot be used for new profiles. (In other words, the default ISDN profile cannot be modified.) 4 In the Custom Parameters area, type the following string: ConnectedLine=present NOTE The Custom Parameters are case sensitive. 5 Click the Enable checkbox. (The profile still must be applied to specific trunk groups.) 6 Click the Save button. 7 Now, complete the related configuration steps in the Trunk Editing and Switch Editing windows. Figure 45. List of Existing ISDN Profile ShoreTel Server 12.3 Software Release Notes 79

80 New Features & Enhancements in ShoreTel 12.1 Figure 46. Creating a New Profile for Specifying Called Party Behavior NOTE The figure is cropped to highlight the edits. The entire Warning message is as follows: Warning! Please use ShoreTel's recommended ISDN profile configurations to ensure optimal functionality. Improper customization may lead to unsupported operation of telephone features. 80 ShoreTel Server 12.3 Software Release Notes

81 New Features & Enhancements in ShoreTel Internet Browser: IE 9 Support Windows Internet Explorer 9 support is added Browser Support Summary Director Windows Internet Explorer 8.0 Windows Internet Explorer 9.0 ShoreTel Communicator for Web Safari 4.0 on OS X Windows Internet Explorer 8.0 Windows Internet Explorer 9.0 Firefox 3.6 on Windows and OS X ShoreTel Web Conferencing Safari 4.0 on OS X Windows Internet Explorer 8.0 Windows Internet Explorer 9.0 Firefox 3.6 on Windows and OS X ShoreTel Server 12.3 Software Release Notes 81

82 New Features & Enhancements in ShoreTel Enhanced Support for Mobile Extension The steps required to configure SIP-based mobile devices for users are simplified, and simultaneous ringing can be configured for ShoreTel Mobility devices. ShoreTel Mobility is integrated into the ShoreTel system. A mobile client can be added as an additional phone to a user extension (desktop is preferred phone). A mobile client does not require an additional ShoreTel user license. A mobile client can be added to the list of simultaneous ringing devices for a preferred phone. If a preferred phone fails, calls are automatically routed to the mobile client. If the preferred user is inaccessible (Out-of-Service, DND, etc.), the additional phones can still receive calls via Simultaneous Ringing. Both the mobile client and the desk phone share a single voic box and caller ID. A Message Waiting Indicator is activated for the mobile client. Prompts are sent to the mobile client when voic s are received, read, and deleted. NOTE No configuration changes are required in Director to enable this feature. Outbound calls from the mobile client present the preferred user s caller ID. Inbound calls to the mobile client receive the preferred user's caller ID. A SIP extension is automatically created for the mobile client phone on the system (an additional extension and voic license are not required, but a SIP license is consumed). A SIP extension is used for management only. A SIP extension is not displayed in the phone/client directory. A SIP extension cannot be dialed. NOTE When the Allow Enhanced Mobility with Extension user option is selected, the SIP Phone License is incremented after the user phone is registered. An inbound call over a SIP trunk can leave a voic in the shared voic box. NOTE This is made possible by the addition of a new SIP Trunk parameter to the default profile of the Mobility Router. No configuration changes are required in Director to enable this feature. 82 ShoreTel Server 12.3 Software Release Notes

83 New Features & Enhancements in ShoreTel ShoreWare Director Interface Changes Required for Mobile Access Mobility access for individual users must be enabled or disabled in ShoreWare Director. Enable mobility access (page 83). Disable mobility access (page 84). NOTE For information on using Director to manage the setup of Mobility Voice Mail, see the ShoreTel Mobility Router Integration Guide. NOTE For information on how to access enterprise Voice Mail from a mobile phone, see the ShoreTel RoamAnywhere Client User Guide for your mobile device(s) How to Enable Mobility Access for Individual Users in Director 1 Launch ShoreWare Director. 2 Click Administration->Users->Individual Users. The Individual Users page is displayed. 3 Select a user. 4 Click the General tab, if it is not selected (Figure 47). 5 Scroll down to the Mobility Options section (Figure 48). NOTE The Mobility Options section is not present for individual users that existed in Director before ShoreTel Release To enable the Mobility Options section for individual users that existed in Director before ShoreTel Release 12.1, delete then add each user. 6 Click Allow Enhanced Mobility with Extension. A list of extensions is displayed. NOTE When Allow Enhanced Mobility with Extension is selected, the SIP Phone License is incremented after the user phone is registered. 7 Select an extension (or, enter another, available extension). 8 Click Save. The mobile extension is added to the user's list of additional phones. If the user s two additional phones are already allocated, you can replace one with the number of the new mobile extension. NOTE To enable simultaneous ringing for the mobile extension, configure the user s User Group settings. ShoreTel Server 12.3 Software Release Notes 83

84 New Features & Enhancements in ShoreTel 12.1 Figure 47. Edit User Page General Tab Figure 48. Allow Enhanced Mobility with Extension Checked How to Disable Mobility Access for Individual Users in Director 1 Launch ShoreWare Director. 2 Click Administration->Users->Individual Users. The Individual Users page is displayed. 3 Select a user. 4 Click the General tab, if it is not selected (Figure 49). 5 Scroll down to the Mobility Options section. 6 Uncheck Allow Enhanced Mobility with Extension (Figure 50). 84 ShoreTel Server 12.3 Software Release Notes

85 New Features & Enhancements in ShoreTel Click Save. The user s mobile extension is deleted from the list of extensions. The user s mobile extension is removed from the user s list of additional phones. Figure 49. Edit User Page General Tab Figure 50. Allow Enhanced Mobility with Extension Unchecked ShoreTel Server 12.3 Software Release Notes 85

86 New Features & Enhancements in ShoreTel SIP Info Pass Through A new SIP profile parameter is available: SIPInfoPassThroughMediaCtrlXML='no yes' no: Media is not passed through from end-to-end. yes: Media is passed through from end-to-end. Default: yes. RFC 5168, XML Schema for Media Control, is supported RFC XML Schema for Media Control Defines an Extensible Markup Language (XML) Schema for video fast update in a tightly controlled environment. Describes a method deployed in Session Initiation Protocol (SIP) based systems. Is used across real-time interactive applications from different vendors in an interoperable manner. For more information, see RFC ShoreTel Server 12.3 Software Release Notes

87 New Features & Enhancements in ShoreTel Serviceability Enhancements Several administrative default settings are changed (see below), and one button is renamed (page 90) Administrative Default Settings Changed Maximum Inter-Site Jitter Buffer (Voice Encoding and Quality of Service) (page 87). DiffServ/ToS Byte (Voice Encoding and Quality of Service) (page 87). DiffServ/ToS Byte (Video Quality of Service) (page 87). Delay After Collecting Digits (IP Phone Option) (page 88). Calls in Queue Warning (Workgroup Threshold) (page 89). Calls Waiting Time Warning (Workgroup Threshold) (page 89). NOTE Existing objects created using old defaults are not changed Maximum Inter-Site Jitter Buffer (Voice Encoding and Quality of Service) The default Maximum Inter-Site Jitter Buffer size is increased from 50 msec to 300 msec. This setting enhances support for mobile solutions and VPN phones. Figure 51: Director->Call Control->Call Control Options: Edit: Voice Encoding and Quality of Service: Maximum Inter-Site Jitter Buffer DiffServ/ToS Byte (Voice Encoding and Quality of Service) The default DiffServe/ToS Byte setting is increased from 0 to 184. This setting enhances support for mobile solutions and VPN phones. Figure 51 Director->Call Control->Call Control Options: Edit: Voice Encoding and Quality of Service: DiffServ/ToS Byte DiffServ/ToS Byte (Video Quality of Service) The default Video DiffServe setting is increased from 0 to 136. This setting enhances support for mobile solutions and VPN phones. Figure 51 Director->Call Control->Call Control Options: Edit: Video Quality of Service: DiffServ/ToS Byte. ShoreTel Server 12.3 Software Release Notes 87

88 New Features & Enhancements in ShoreTel 12.1 Figure 51. Call Control Options Screen Delay After Collecting Digits (IP Phone Option) The default Delay After Collecting Digits setting is increased from 1 second to 3 seconds. This setting allows more time for user interaction when selecting call control IP Phone options. Figure 52: Director->IP Phones->Options: IP Phone Options: Delay After Collecting Digits. 88 ShoreTel Server 12.3 Software Release Notes

89 New Features & Enhancements in ShoreTel 12.1 Figure 52. IP Phone Options Screen Calls in Queue Warning (Workgroup Threshold) The default Calls in Queue Warning setting is increased from 1 call to 3 calls. Figure 53: Director->Workgroups: Edit Workgroups: Workgroup Queue Handling: Edit Queue Handling: Queue Thresholds: Edit Alert Thresholds: Workgroup Thresholds: Calls in Queue Warning Calls in Queue Warning (Workgroup Threshold) The default Calls Waiting Time Warning is increased from 0 seconds to 60 seconds. Figure 53: Director->Workgroups: Edit Workgroups: Workgroup Queue Handling: Edit Queue Handling: Queue Thresholds: Edit Alert Thresholds: Workgroup Thresholds: Calls Waiting Time Warning. ShoreTel Server 12.3 Software Release Notes 89

90 New Features & Enhancements in ShoreTel 12.1 Figure 53. Workgroup Thresholds Screen Button Renamed (Main Server Maintenance) Get Snapshot is renamed Create Snapshot Get Snapshot renamed Create Snapshot The Get Snapshot button is renamed the Create Snapshot button. This change more accurately defines the action. Figure 54: Director->Quick Look: Servers: Headquarters: Main Server Maintenance. 90 ShoreTel Server 12.3 Software Release Notes

91 New Features & Enhancements in ShoreTel 12.1 Figure 54. Main Server Maintenance Screen ShoreTel Server 12.3 Software Release Notes 91

92 New Features & Enhancements in ShoreTel Disk Space Reclaim for Shorewareconfig Distributed DB Disk space consumed by tables created by MySQL in the ShoreTel Shore Ware configuration database on the headquarters server and the distributed voice server(s) can be reclaimed by manually performing a few simple procedures Disk Space Usage During ShoreTel system operation, the ShoreWare configuration database on the headquarters server and on the distributed voice server(s) can increase in size, causing a backup to take longer than normal or the upgrade process to fail. To control the size of your ShoreWare configuration database and reduce the time required to back up or upgrade your ShoreTel system, you can reclaim disk space from your headquarters server and your distributed voice server(s) by running the Disk Reclaim Tool. The procedure for running the Disk Reclaim Tool on your headquarters server starts on page 93. The procedure for running the Disk Reclaim Tool on your distributed voice server(s) starts on page Disk Reclaim Tool FAQ Where Should I Run the Disk Reclaim Tool? On your headquarters server. On all distributed voice server(s) that have the database enabled When Should I Run the Disk Reclaim Tool? Before upgrading your system. See page 93 and page 97. During system maintenance. See page Do I have to Run the Disk Reclaim Tool on My Servers Sequentially? You must run the tool on your headquarters server first. After the tool is finished running on your headquarters server, run the tool at the same time on all your distributed voice servers that have the database enabled. 92 ShoreTel Server 12.3 Software Release Notes

93 New Features & Enhancements in ShoreTel How Much Hard Disk Space Does My Server Need to Run the Disk Reclaim Tool? At least two times the size of the ibdata file in the following location: C:\Shoreline Data\Database\ShoreTelConfig\Data Do I Have to Manually Restart My Servers after Running the Disk Reclaim Tool? You do not have to manually restart your servers after running the Disk Reclaim Tool; your servers are automatically restarted after the disk reclaim process is completed Running the Disk Reclaim Tool on Your Headquarters Server Back up your ShoreWare database to a Network Drive (page 93). Back up your ShoreWare WebBridge database to a Network Drive (page 94). Run the Disk Reclaim Tool (page 95) Back Up Your ShoreWare Database to a Network Drive 1 On the headquarters server desktop, click Start->Run. 2 On the Run window, type the following: cmd /C "C:\Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server 5.0\Examples\BackupConfig.bat" NOTE If your ShoreWare Server software is not installed in C:\Program Files, enter the path where your ShoreWare Server software is installed. By default, a backup is made in the following location: C:\shorewareConfigDump.sql 3 Open the log file generated for the ShoreWare backup: C:\BackupConfig.log 4 Scroll down to the end of the file. The dump is COMPLETE message is written to the file when the backup is completed (Figure 55). This message is written only for ShoreTel Releases 11.1 and above. ShoreTel Server 12.3 Software Release Notes 93

94 New Features & Enhancements in ShoreTel 12.1 NOTE If the dump does not complete, perform the following procedure: a b c d e f g Verify that an antivirus program is not running on your server. Verify that the MySQL service is running on your server. Verify that you have the privileges required to run the command on your server. Verify that the ShoreWare database exists on your server. Verify that the ShoreWare database on your server is not empty. Verify that the hard disk on your server is not full. Run the back up command again (BackupConfig.bat). Figure 55. BackupConfig.log The dump is COMPLETE Message Back Up Your ShoreWare WebBridge Database to a Network Drive NOTE You must perform this procedure only if your system is running ShoreWare Server Software Release 12 and above, and if your system includes a Service Appliance 100 (SA-100). 1 On the headquarters server desktop, click Start->Run. 2 On the Run window, type the following: cmd /C "C:\Program Files\Shoreline Communications\ShoreWare Server\MySQL\MySQL Server 5.0\Examples\BackupWebBridge.bat" NOTE If your ShoreWare Server software is not installed in C:\Program Files, enter the path where your ShoreWare Server software is installed. By default, a backup is made in the following location: C:\shorewareWebBridgeDump.sql 3 Open the log file generated for the ShoreWare backup: C:\BackupWebBridgeDump.log 4 Scroll down to the end of the file. The dump is COMPLETE message is written to the file when the backup is completed (Figure 56). This message is written only for ShoreTel Releases 12 and above. 94 ShoreTel Server 12.3 Software Release Notes

95 New Features & Enhancements in ShoreTel 12.1 NOTE If the dump does not complete, perform the following procedure: a b c d e f g Verify that an antivirus program is not running on your server. Verify that the MySQL service is running on your server. Verify that you have the privileges required to run the command on your server. Verify that the ShoreWare database exists on your server. Verify that the ShoreWare database on your server is not empty. Verify that the hard disk on your server is not full. Run the back up command again (BackupWebBridge.bat). Figure 56. BackupWebBridge.log The dump is COMPLETE Message Run the Disk Reclaim Tool NOTE Prior to running the Disk Reclaim Tool, you must download to your headquarters server the Server package of the ShoreWare Software Release to which you want to upgrade your system. 1 Log on as Administrator (or make sure you have Administrator Rights). NOTE You must have Administrative Privileges to run the Disk Reclaim Tool. 2 Go to the location of the Server package. 3 Navigate to the DiskReclaim folder. 4 Select and right-click the Disk Reclaim Tool: DiskReclaim.exe (If you are presented the option to run the tool as Administrator, click that option. If the option is not available, double-click the tool.) The Disk Reclaim process is started. NOTE If errors are encountered, the Disk Reclaim Tool restores the server to its previous state. Figure 57 shows the disk reclaim process starting on an x86 server with a 64-bit operating system. Figure 58 shows the disk reclaim process in progress on an x86 server with a 64-bit operating system. ShoreTel Server 12.3 Software Release Notes 95

96 New Features & Enhancements in ShoreTel 12.1 Figure 59 shows the disk reclaim process completing on an x86 server with a 64-bit operating system. NOTE The server is automatically restarted after the disk reclaim process is completed. Figure 57. Disk Reclaim Starting Figure 58. Disk Reclaim in Progress 96 ShoreTel Server 12.3 Software Release Notes

97 New Features & Enhancements in ShoreTel 12.1 Figure 59. Disk Reclaim Completing Running the Disk Reclaim Tool on Your Distributed Voice Server(s) Run the Disk Reclaim Tool (page 97). Resynchronize Your Distributed Voice Server Database (page 99). NOTE By default, a distributed voice server has no local database. Run the Disk Reclaim tool on your distributed voice server(s) only if the local database is enabled on the server Run the Disk Reclaim Tool NOTE Prior to running the Disk Reclaim Tool, you must download to your distributed voice server(s) the Remote Server package of the ShoreWare Software Release to which you want to upgrade your system. 1 Log on as Administrator (or make sure you have Administrator Rights). NOTE You must have Administrative Privileges to run the Disk Reclaim Tool. 2 Go to the location of the Remote Server package. 3 Navigate to the DiskReclaim folder. 4 Select and right-click the Disk Reclaim Tool: DiskReclaim.exe (If you are presented the option to run the tool as Administrator, click that option. If the option is not available, double-click the tool.) The Disk Reclaim process is started. ShoreTel Server 12.3 Software Release Notes 97

98 New Features & Enhancements in ShoreTel 12.1 NOTE If errors are encountered, the Disk Reclaim Tool restores the server to its previous state. Figure 60 shows the disk reclaim process starting on a distributed voice server. 5 If you are prompted to delete data files, click Y (yes). Figure 61 shows the Delete Data Files prompt on a distributed voice server. Figure 62 shows the disk reclaim process in progress on a distributed voice server. Figure 63 shows the disk reclaim process completing on a distributed voice server. NOTE The server is automatically restarted after the disk reclaim process is completed. Figure 60. Disk Reclaim Starting Figure 61. Delete Data Files Prompt 98 ShoreTel Server 12.3 Software Release Notes

99 New Features & Enhancements in ShoreTel 12.1 Figure 62. Disk Reclaim in Progress Figure 63. Disk Reclaim Completing Resynchronize Your Distributed Voice Server Database 1 Log into ShoreWare Director. 2 Click Maintenance->Quick Look. The Quick Look screen is displayed (Figure 64). 3 Click the name of your distributed voice server (Remote Server), listed under Server/Appliance. The Remote Server Maintenance screen is displayed (Figure 65). 4 Scroll down to the Resync button. 5 Click Resync. Your distributed voice server database is resynchronized. ShoreTel Server 12.3 Software Release Notes 99

100 New Features & Enhancements in ShoreTel 12.1 Figure 64. Quick Look Screen Figure 65. Remote Server Maintenance Screen: Resync Button 100 ShoreTel Server 12.3 Software Release Notes

101 New Features & Enhancements in ShoreTel Running the Disk Reclaim Tool During System Maintenance Run the Disk Reclaim Tool on your headquarters server first. See page 93. Run the Disk Reclaim Tool on all of your distributed voice server(s) that have the database enabled. See page Run the Disk Reclaim Tool on Your Headquarters Server 1 Back up your ShoreWare Database to a network drive. See page Back up your ShoreWare WebBridge Database to a network drive. See page Run the Disk Reclaim Tool: a Log on as Administrator (or make sure you have Administrator Rights). NOTE You must have Administrative Privileges to run the Disk Reclaim Tool. b Navigate to the following location: \Shoreline Communications\ShoreWare Server c Select and right-click the Disk Reclaim Tool: DiskReclaim.exe Run the Disk Reclaim Tool on Your Distributed Voice Server(s) 1 Log on as Administrator (or make sure you have Administrator Rights). NOTE You must have Administrative Privileges to run the Disk Reclaim Tool. 2 Navigate to the following location: \Shoreline Communications\ShoreWare Remote Server 3 Select and right-click the Disk Reclaim Tool: DiskReclaim.exe 4 Resynchronize your distributed voice server database. See page 99. ShoreTel Server 12.3 Software Release Notes 101

102 New Features & Enhancements in ShoreTel SBE: VMware vsphere and SIP fax server support SBE is enhanced for VMW, SIP Fax server, and other features. Supported and unsupported SBE features are clarified SBE Enhancements ShoreTel system type (SBE or EE) is displayed in Director on Navigation panel and Licenses page. External SIP FAX servers can be configured in Director. NOTE For information on implementing SIP FAX servers, see the ShoreTel Planning and Installation Guide. SBE is validated on VWware with WS 2008 R2 64-bit NOTE This enhancement is for customers providing their own servers. It does not apply to SBE servers included in SBE bundles. For information on running SBE on VMware with WS 2008 R2 64-bit, see the ShoreTel Planning and Installation Guide SBE Clarifications SBE does not support DVS, SMDI, AMIS, QSIG, or on-net dialing. SBE reports should be run outside of normal business hours. SBE is available on a ShoreTel server (page 102) or a Customer server (page 103). NOTE Server supplied by customer must meet SBE server requirements. SBE can be upgraded to Enterprise Edition (EE) (page 104). SBE server VMware support (page 105). SBE features and capabilities are documented (page 105). SBE multi-site configuration support (page 110) SBE server shipped by ShoreTel Select SBE bundles include a server running embedded Microsoft Windows Server for Telecommunications Systems (an operating system used on standalone telecommunications products). The operating system is the full version of Microsoft Windows Server, with some strict license requirements. No keyboard, mouse, or monitor may be connected to the server. All administration must be performed through a remote desktop or an embedded Web tool, providing access to the full capabilities of Microsoft Server. 102 ShoreTel Server 12.3 Software Release Notes

103 New Features & Enhancements in ShoreTel 12.1 Each server is pre-configured, pre-tested, and ready for ShoreTel Director Small Business Edition software. Component Processor Memory Keyboard Monitor Hard Drive Floppy Disk Drive Operating System Mouse NIC Optical Drive Minimum SBE Server Requirements (for servers shipped by ShoreTel) Minimum Requirement Intel Celeron E3400, DualCore 2.6 Ghz, 1MB Cache and 800FSB 2.0GB,Non-ECC,800MHz DDR2 No Keyboard Option No Monitor Option 250GB, SATA No Floppy Drive Microsoft Windows Server 2003 for Telecommunications Systems No Mouse Option On board Network Adapter 16X DVD-ROM SATA * The server power cord is automatically selected based on shipment location to support US, UK, or EMEA power requirements. NOTE ShoreTel reserves the right to change the server vendor at any time without written or prior notification. The new server will meet or exceed the specifications listed here Customer-provided SBE Server Customer can supply own server. NOTE Server supplied by customer must meet SBE server requirements listed below. Useful if customer wants different configuration, such as RAID1 drives, redundant power supplies, redundant network interfaces, rack mount, and so on. ShoreTel Server 12.3 Software Release Notes 103

104 New Features & Enhancements in ShoreTel 12.1 Customer-provided SBE Server Specifications Must meet or exceed following specifications: Celeron Dual Core 2.5 GHz or better 2 GB RAM or better 80 GB hard disk or better DVD ROM drive or better 10/100 Ethernet NIC or better One or more USB ports Microsoft Windows Server 2003/2008 Standard or Enterprise edition Upgrading SBE to Enterprise Edition SBE can be upgraded to an Enterprise Edition no sooner than 120 days after the SBE license is activated An upgrade SKU is required for each SBE system combined into a multi-site system Using SBE Server in Enterprise Edition NOTE After SBE is upgraded to an Enterprise Edition, an SBE server can be used in an Enterprise Edition as a headquarters (HQ) server or a distributed voice server (DVS). SBE Server as HQ Number of users in system: Cannot exceed 100 Simultaneous media calls to server: 10 (Media calls to server are used by several features, including paging, workgroups, voic , auto-attendant menus, and account codes.) Busy hour completion: 500 Web Reports: Not supported SBE Server as DVS Number of users in system: Cannot exceed 500 Maximum number of users: Cannot exceed 100 Simultaneous media calls to server: 10. (Media calls to server are used by several features, including paging, workgroups, voic , auto-attendant menus, and account codes.) Busy hour completion: 500 Web Reports: Supported (they are run from HQ server) 104 ShoreTel Server 12.3 Software Release Notes

105 New Features & Enhancements in ShoreTel SBE Server VMware Support SBE server software can run in a virtualized environment. Minimum Virtual Server Requirements for SBE Virtual Server Requirement Minimum Cores per VM 2 Processor Host Environment Quad-core Intel Xeon X5550 processor; 2.66 GHz or similar RAM per VM 4GB Disk Size per VM 60GB Operating Systems Supporting VMware for SBE Operating System Embedded Microsoft Windows Server for Telecommunications Systems WS 2008 SP2 32-bit WS 2008 R2 64-bit, or WS 2008 R2 SP1 64-bit VMware Supported? No Yes Yes SBE Features and Capabilities Feature Capability System Sites 3 Switches (per system) 5 Switches per site 5 Simultaneous calls (extension calling extension) 25 Simultaneous media calls to a server (workgroup, paging, 10 vmail) Busy hour call completion 500 Users Total users with extensions 50 Total users with extensions and virtual users (virtual 100 users per server) Trunks Trunks 50 Trunk groups 250 Trunks per trunk group 50 ShoreTel Server 12.3 Software Release Notes 105

106 New Features & Enhancements in ShoreTel 12.1 Feature Capability Servers Server 3 (1 HQ, 1 DVS for CC/ECC, 1 redundant DVS for CC/ECC DVS 0 (unless used for CC/ECC) Voic Mailboxes (total) 100 Distribution lists 1,000 Personal distribution list 99 Auto Attendant Menus (total) 256 Levels 256 Schedules 256 Calls per server 10 Hunt groups Hunt groups per switch 8 Total hunt group members per switch 16 Enhanced call routing per switch 2200 Workgroups Workgroups per system 50 Agents per workgroup 50 Agents per system 50 Supervisors 50 Paging groups Paging groups total per system 300 Paging group members total per system 50 Paging groups (continued) Max number of simultaneous paging group calls 10 Account codes Account codes per system ShoreTel Server 12.3 Software Release Notes

107 New Features & Enhancements in ShoreTel 12.1 Feature Capability Call Detail Record Storage by default Storage capacity 1.5 GB Not limited by ShoreTel Communicator Total for personal, professional, workgroup & operator 50 Personal access 50 Professional access 50 Operator access 50 Agent access 50 Supervisor access 50 Mobile access 50 Programmable buttons IP phone buttons configured for extension monitoring 1024 (per switch) Phones that can monitor an extension 32 Conferencing ShoreTel converged conference- concurrent audio and web ports SA concurrent audio users (total for system) SA concurrent web users (total for system) 24 ports (count against 50 user limit) 50 ports (do not count against 50 user limit) 50 ports (do not count against 50 user limit) ECC Concurrent Agents 50 IM and presence Configured users 50 Active users 50 ShoreTel mobility Max users 50 (do not count against 50 user limit) ShoreTel Server 12.3 Software Release Notes 107

108 New Features & Enhancements in ShoreTel SBE Multi-Site Configuration Support SBE multi-site configuration does not support the following features: multi-site (distributed) workgroups multi-site (distributed) paging multi-site (distributed) account codes 108 ShoreTel Server 12.3 Software Release Notes

109 New Features & Enhancements in ShoreTel Greeting-Only Voic User experience is enhanced for customers using SMDI (Simplified Message Desk Interface) to integrate ShoreTel voic with external PBX systems. NOTE SMDI defines the interface between a voic system and a phone system such as a PBX or Public Telephone Switch. SMDI is used to provide the voic system with the information it needs to process a call. Each time a call is sent to voic , a message is sent using SMDI over a serial interface. The message identifies the line, the type of call, and the calling/called party numbers Enhancements Names and extensions of SMDI mailbox-only users can be added to an Extension List in Director (page 111). New Call Handling Mode option to put voic in Greeting Only mode is added (page 112) SMDI Mailbox-only Users can be added to an Extension List SMDI mailbox-only user names and extensions are now displayed in a Members list, from which they can be selected and added to an Extension List. After SMDI mailbox-only user names and extensions are added to an Extension List, an Auto-Attendant can be created with an option to dial the Extension List by name. From the Auto-Attendant, callers can search Extension Lists for sites or departments and be transferred to a specific extension. Figure 66: Director->Administration->Users->Extension Lists->Edit Extension List: Choose Members. Figure 66. Edit Extension List ShoreTel Server 12.3 Software Release Notes 109

110 New Features & Enhancements in ShoreTel Greeting Only Mode Voic can be set to play a greeting then disconnect the call, without taking a message. When this Call Handling Mode option is enabled, the voic server issues the following prompt: No messages may be taken for this mailbox. NOTE There is no option to disable the playing of this prompt. When this option is disabled, the voic server issues the following prompt: Please leave a message. This option is added in Director (Figure 67), Communicator for Windows (Figure 68), and Communicator for Web (Figure 69). The default setting for this option is disabled. Figure 67: Director->Administration->Users->Call Handling Mode Defaults->Standard Mode: Edit Default Values. Figure 67. Director 110 ShoreTel Server 12.3 Software Release Notes

111 New Features & Enhancements in ShoreTel 12.1 Figure 68: Communicator for Windows->Application Button->Options->Options and Preferences->Call Handling Mode->Standard:Edit Destination. Figure 68. Communicator for Windows ShoreTel Server 12.3 Software Release Notes 111

112 New Features & Enhancements in ShoreTel 12.1 Figure 69: Communicator for Web->More->Preferences->Call Handling Mode->(CHM type) Figure 69. Communicator for Web 112 ShoreTel Server 12.3 Software Release Notes

113 New Features & Enhancements in ShoreTel 12 Section 9: New Features & Enhancements in ShoreTel 12 The new features and enhancements in ShoreTel Release 12 are listed below. Feature Description Page Service Appliance 100 Hardware 118 ShoreTel Audio Conferencing Service Client 123 ShoreTel Web Conferencing Service Client 123 ShoreTel Instant Messaging Service Client 123 Presence Indication in Microsoft Outlook 2007, 2010 and Word 2007, 2010 Client 140 ShoreTel Communicator for Mac Client 154 ichat Instant Messaging Support Client 164 ShoreTel Communicator Server-Side Call History Server 167 Microsoft Exchange Server 2010 Unified Messaging Support Trunk Enhancements for Privacy and Audio Quality 3rd Party Application Support - Persistent Call Recording ShoreTel Communicator - Video Between ShoreTel Systems Server 169 Server 170 Server 173 Server 175 ShoreTel Server 12.3 Software Release Notes 113

114 New Features & Enhancements in ShoreTel ShoreWare 11 Features Incorporated into ShoreTel Hardware ShoreTel IP Phone Server QSIG Message Waiting Indicator and Call Diversion Support for ShoreTel Distributed Database ShoreTel Server on VMware Client ShoreTel Communicator for Web Microsoft Outlook 2007 Plug-in with Offline Call Handling Modes Contact Center and ShoreTel Communicator Integration Enhancements ShoreTel Communicator on 64-Bit Windows 2008 & Windows ShoreWare 10, 10.1, and 10.2 Features Incorporated into ShoreTel Server Windows Server 2008 Support Multi-site Paging Groups Multi-site Account Codes Multi-site Workgroups Integration with 3rd Party Unified Messaging Systems T.38 Support on ShoreGear Switches Registration and Advisory Service Enhanced Call Detail Record Reporting Centralized Dial Number (DN) Enhancements Priority Group Paging Support for Workgroup Mailbox Access for Contact Center SIP Trunk Enhancements 114 ShoreTel Server 12.3 Software Release Notes

115 New Features & Enhancements in ShoreTel Client Configuring Bluetooth Waypoints on Mobile Call Manager Support for IM Responses to Inbound Calls Support for Instant Messaging in the Workgroup Agent Monitor Window Call Manager on 64-Bit Vista Mobile Device Number Detection Call Manager Enhancements Call Manager V Minus 1 Compatibility Malicious Call Tracing (ETSI BRI) Simultaneous Ringing and Call Move Malicious Call Tracing (ETSI ) 9.3 Upgrade Paths ShoreTel 12 supports single step upgrades from ShoreWare 10, 10.1, 10.2 and 11. ShoreTel supports an upgrade to ShoreTel 12 from versions prior to ShoreTel 10 after first upgrading to ShoreWare 10,10.1,10.2 or 11. There is no upgrade path from ShoreWare 11.1 or 11.2 to ShoreTel 12. These Release Notes do not describe features available in ShoreWare 11.1 or ShoreTel 12 incorporates all the features and functionality of ShoreWare 10, 10.1, 10.2 and 11. For detailed descriptions of these prior features, consult the ShoreTel Administration Guide. ShoreTel Server 12.3 Software Release Notes 115

116 New Features & Enhancements in ShoreTel Service Appliance 100 (SA-100) The SA-100 is a sealed appliance, optimized for resiliency and security, capable of running ShoreTel services. In ShoreTel 12, the SA-100 can host the Audio Conferencing, the Web Conferencing and the Instant Messaging services. This Release Note summarizes the ShoreTel Service Appliance 100 (SA-100) product and installation and configuration information.these notes are not complete instructions for installation and configuration, but are intended to provide the user with an overview of the appliance. The SA-100 is entirely managed from Director and runs on a Linux operating system. Its upgrades are accomplished via the network from the Headquarters Server in the same method as ShoreTel Voice Switches. Consult the ShoreTel Service Appliance 100 (SA-100) Planning, Installation and Administration Guide for complete details. Figure 70. Service Appliance 100 (SA-100) Implementation Implementation of the ShoreTel SA-100 into the ShoreTel Unified Communications Solution occurs in three steps: installation of the appliance hardware, configuration of the appliance IP address, and configuration in ShoreTel Director Installing SA-100 Hardware Please see the Service Appliance 100 (SA-100) Planning, Installation and Administration Guide for detailed rack mounting, connection and other installation instructions. The SA-100 fits into a full depth standard server rack, with standard 1U dimensions (1.75" Height x 16.5" Width) and a depth of 15", allowing for 2 or 4-point mounting. NOTE The rack mount rails are full-depth rails. Acceptable input AC power ranges are from VAC, 47-63Hz. Input/Output features include: (2) Two Gigabit Ethernet ports for communication and configuration. (1) DB9 RS-232 (serial connector) for maintenance. (4) USB ports available for 'bare metal recovery' in the event a complete re-image of the Service Appliance 100 is necessary. 116 ShoreTel Server 12.3 Software Release Notes

117 New Features & Enhancements in ShoreTel 12 NOTE It is essential to allow adequate access room at the rear of the appliance for maintenance personnel to access the serial connector in the event hardware troubleshooting efforts are required. NOTE Connection requires a DB9 female to DB9 female cable, instead of a DB9 male to DB9 female as in the voice switches. A Null-Modem connection (crossover cable) is required, instead of the straight-through cable (extension cable) used on ShoreTel Voice Switches. NOTE The included VGA video ports are non-operational. Environmental requirements are degrees C Configuring SA-100 IP Address The SA-100 requires a DHCP supplied address with a permanent lease, or a static IP address. See the Service Appliance 100 (SA-100) Planning, Installation and Administration Guide for detailed configuration instructions Configuring SA-100 through ShoreTel Director In ShoreTel 12, Director enables configuration of the SA-100 and the new collaboration services (Audio Conference, Web Conference and Instant Messaging Services). In the Director menu structure, the Switches navigation menu item is now renamed 'Platform Hardware', with two sub-menus for 'Voice Switches/Service Appliances' and 'Conference Bridges'. Previously installed Converged Conference bridges are now listed under this Conference Bridges sub-menu. The Application Servers list now only depicts the HQ Server and any installed DVS. Voic Switches no longer appear under Application Servers. The appliance is configured in a similar process to existing ShoreTel Voice Switches, through the Administration -> Platform Hardware -> Voice Switches/Service Appliances-> Primary page. Quick Look presents the SA-100 Appliance under the Servers and Appliances section along with the existing presentation of Voice Switch status. Selecting the link to a specific appliance allows the user to view information such as the services and hardware status, usage load, as well as start and stop services. ShoreTel Server 12.3 Software Release Notes 117

118 New Features & Enhancements in ShoreTel 12 Figure 71. Primary Voice Switches/Service Appliances Screen Figure 72. Edit Service Appliance 100 Screen 118 ShoreTel Server 12.3 Software Release Notes

119 New Features & Enhancements in ShoreTel 12 Figure 73. Quick Look Screen Hardware Considerations All internal servicing of the SA-100 Appliance is to be performed by ShoreTel authorized personnel. Each appliance features a DB9 RS232 serial connection on the rear of the unit for maintenance access and initial configuration. As with ShoreTel Voice Switches, each SA-100 incorporates a dual LAN port and also requires a static IP address or DHCP assigned address with permanent lease Software Considerations Software upgrade procedures are similar to existing upgrade procedures for voice switches. If Telephony Management Server (TMS) determines the current installed operating system image or conferencing applications are different than the current system versions, a 'Firmware Mismatch' message is generated. The system then allows for restarting the appliance to initiate an image upgrade via the Director interface or by user initiated burnflash command. As with ShoreTel Voice Switches, appliance images are stored on the HQ server. As with ShoreTel Voic Switches, the SA-100 requires access to an Network Time Protocol (NTP) server to synchronize internal time. The Edit Site page now contains a field to configure the NTP server address. Please see the new SA-100 chapter in the ShoreTel Maintenance guide for detailed configuration procedures Security Considerations The SA-100 Appliance can be deployed in the DMZ, allowing external participants to access web conferences. Positioning in the DMZ places the Service Appliance 100 in a privileged security position within the customer's network infrastructure. The SA-100 features an embedded, customer administered, firewall to control access between unsecure external environments and internal networks. ShoreTel Server 12.3 Software Release Notes 119

120 New Features & Enhancements in ShoreTel 12 The appliance is tested with well-known security tools for potential application and network vulnerabilities such as Digital Defense, IBM AppScan and Mu Security. However, proactive security policies and strict management of evolving internet security risks are essential to maintain network security. Additionally, because security vulnerabilities may be discovered that require immediate resolution, ShoreTel provides upgrades to the appliance software and updates for critical security patches. If required, these upgrades are independent from the standard release cycle for software upgrades. Should critical security patches be required to the appliance operating or file systems, a new mini-installer is used to implement immediate fixes to the platform images. This allows the customer s IT support to quickly protect their networks without having to complete an entire release upgrade. Hotfixes or patches to the appliance application images are addressed via the traditional process of incorporating these into the next build or release. Procedures to apply security patches to the appliance operating system and applications are distributed via or other customer notification pathways, such as the Partner Support web site. 120 ShoreTel Server 12.3 Software Release Notes

121 New Features & Enhancements in ShoreTel ShoreTel Audio, Web, and Instant Messaging Services ShoreTel 12 introduces integrated Audio Conferencing, Web Conferencing and Instant Messaging services hosted on the Service Appliance 100 (SA-100). This Release Note summarizes the ShoreTel Conferencing Services. These notes are not complete instructions for configuration and use, but are intended to provide the Administrator and user with an overview of these new services and their use. Consult the ShoreTel Service Appliance 100 (SA-100) Planning, Installation and Administration Guide for complete details ShoreTel Audio Conferencing Service The ShoreTel Audio Conferencing Service offers dial-in, high definition audio conferencing. When combined with ShoreTel IP Phones, including the ShoreTel 655, the Audio Conferencing Service provides immersive, G.722 audio. Conferences can be managed via a Telephone User Interface (TUI). This service, like the Web Conferencing Service, supports scheduled and reservation-less conferences. Users can schedule and join a conference from Outlook or from the Conference Web Portal. Refer to the System Specifications and Software Requirements section of these release notes for Audio Conferencing capacities ShoreTel Web Conferencing Service This new service enables the online gathering of people to exchange information using application and/or desktop sharing or another type of web tool for presentation sharing. It is accessible via 3 User Interfaces (UI): Conference Viewer: Used by the conference host and participants to see and share applications and presentations. Conference Web Portal: Used primarily by the host to schedule, start, delete conferences and access their recordings. Conference Administration Site: Allows an Administrator to configure conference web site parameters, establish default conference parameters and also view and generate web conference reports. Refer to the System Specifications and Software Requirements section of these release notes for Web Conferencing capacities ShoreTel Instant Messaging Service This service provides the Instant Messaging server to be used with ShoreTel Communicator for Windows and with Apple's ichat client. As it is tightly coupled with Communicator, the user does not have to use an additional login and password to authenticate with the IM service. ShoreTel Server 12.3 Software Release Notes 121

122 New Features & Enhancements in ShoreTel 12 Refer to the System Specifications and Software Requirements section of these release notes for Instant Messaging capacities. For detailed explanations of available features for all services and all conferencing capacities and limits, consult the ShoreTel Conferencing User Guide Implementation Implementation of ShoreTel Conferencing services occurs by configuring the services and users Configuring ShoreTel Director Please see the Service Appliance 100 (SA-100) Planning, Installation and Administration Guide for detailed instructions on configuring ShoreTel Director to support the Audio Conferencing, Web Conferencing and Instant Messaging Services. Refer to the Service Appliance 100 (SA-100) chapter in these release notes for information on installing the SA-100. After the appliance is installed and configured into the system, the integrated services require configuration. This includes configuring licenses, Instant Messaging and conferencing. Licensing Audio conferencing and web conferencing are enabled through keyed licenses for audio conference ports and web conference ports. Licenses enable concurrent access to the services, rather than per user or per appliance. Instant Messaging is enabled through the use of the Communicator Professional Access level and above. These keys are added to the system in the same manner as existing keyed licenses. Figure 74. License Requirement List 122 ShoreTel Server 12.3 Software Release Notes

123 New Features & Enhancements in ShoreTel Configuring Services Configuration of the ShoreTel Web and Audio Conferencing services is straightforward. For complete details, please see the Service Appliance 100 (SA-100) Planning, Installation and Administration Guide. Audio and Web Conferencing Service ShoreTel users must be given access to the Audio/Web conferencing services. This is identical to the existing process for granting access to a Converged Conference Bridge, where the appropriate appliance is selected in the Users->Individual Users->Edit user page. Figure 75. Configure Conferencing Access Web Conferencing Service The Conference Administration User Interface is accessed directly from the Platform Hardware->Voice Switches/Appliances->Primary page: From the Conference Administration User Interface, the administrator has the ability to view current conferences, generate reports, configure the conference website, establish default conference parameters and enable/configure HTTPS. Figure 76. Launch Conference Administration Link ShoreTel Server 12.3 Software Release Notes 123

124 New Features & Enhancements in ShoreTel 12 Figure 77. Conference Administration User Interface Instant Messaging Service Installation and proper configuration of the SA-100 adds IM server capability to a ShoreTel system. The SA-100 must be configured in ShoreTel Director. Configuration of the Service Appliance occurs in Director in the System Parameters -> Other screen: Following appliance configuration for IM services, a ShoreTel user's record is configured to enable access to the SA-100 for IM services. An IM user is required to be assigned Communicator Professional Access level or above. Configuring the user to access IM Services is performed in the Users-->Individual Users page and then the Edit User->General page for a ShoreTel user: Authentication to the IM service occurs automatically upon a user's logging into Communicator. Figure 78. Configure IM Server in Director 124 ShoreTel Server 12.3 Software Release Notes

125 New Features & Enhancements in ShoreTel 12 Figure 79. Configure IM Server in Director Operational Behavior The Audio/Web Conferencing and Instant Messaging applications are designed to seamlessly integrate into the ShoreTel Unified Communications environment and provide robust conferencing tools to increase productivity. These tools include the following: Conference Management: Scheduled, Instant and Reservationless Conference Customizable host and participant access codes Audio and Web Conference Recordings/Playback Secure Conference: Encrypted Web Conferences (HTTPS), Encrypted Audio Conferences (SRTP), 7 Digit access codes, password access, Conference Locking Outlook scheduling Audio Conferencing: HD audio Telephone User Interface (TUI) with wide number of commands Call Participant Integrated Conference button on ShoreTel IP Phone Resilient Conferencing ShoreTel Server 12.3 Software Release Notes 125

126 New Features & Enhancements in ShoreTel 12 Web Conferencing: Zero install for Participants Zero install for hosts using ShoreTel Communicator Application and desktop sharing Application and desktop sharing recording/playback Shared and Public Library Whiteboard File transfer Conference Chat Support for Microsoft PowerPoint and any Flash Documents Resilient Conferencing Instant Messaging: XMPP based Encrypted communications Offline messages Integrated authentication with Communicator Multi-party IM Instant Messaging privacy ichat support for Mac NOTE ichat users must authenticate with the IM Service before participating in IM chat sessions. This is not an automatic process for ichat. 126 ShoreTel Server 12.3 Software Release Notes

127 New Features & Enhancements in ShoreTel ShoreTel Conferencing capabilities and usage NOTE Refer to the ShoreTel Conferencing User Guide for detailed instructions on the use of all capabilities. One Click Conferencing Support for Microsoft Outlook 2007, 2010 ShoreTel Conferencing Services integrate into Microsoft Outlook 2007, 2010 to facilitate simple and rapid scheduling of conferences from within Outlook appointments. Below is a summary of conferencing support within Outlook. Consult the ShoreTel Conferencing User Guide for detailed description and usage information. Outlook Integration Previous ShoreTel Converged Conferencing users must first uninstall Outlook integration and then reinstall it prior to integrating with ShoreTel Conferencing. ShoreTel Communicator for Windows, release 12, must be installed and remain installed on the user s computer to enable one-click conference scheduling from within Outlook appointments. The user enables Outlook calendar integration by accessing the ShoreTel Communicator for Windows Options-> Options and Preferences ->Outlook menu and then enabling Outlook Calendar integration. Figure 80. ShoreTel Conferencing Integration into Outlook ShoreTel Server 12.3 Software Release Notes 127

128 New Features & Enhancements in ShoreTel 12 Microsoft Outlook One-Click Conference Scheduling There are 2 types of appointments that can be scheduled in Outlook: One time appointments are appointments that occur on a single date and time span (e.g. February 10, 2011, 2-4pm). Recurring appointments are appointments that occur over and over again (e.g. Every Monday from 2-3pm, the 10th day of every month from 1-2pm until January, 31, 2011). A ShoreTel Conference can be associated to a one time or recurring Outlook appointment by following these steps: In Outlook, the user creates an appointment normally and provides the required details (invitees, time, recurrence, etc). The user adds a ShoreTel Conference: The user presses the top half of the Conference button to automatically create a conference and add the details to the body of the appointment. Alternatively, the user may press the bottom half of the Conference button and then select Create from the menu to create a conference and add the details to the body of the appointment. The user can join the conference from the appointment window by pressing Join Conference. The advanced settings are available by clicking on the dialog launcher in the corner of the Conference Ribbon or by selecting Settings from the Conference button drop-down menu. NOTE The conference password may only consist of standard ASCII characters. Non-ASCII characters are not supported. 128 ShoreTel Server 12.3 Software Release Notes

129 New Features & Enhancements in ShoreTel 12 Figure 81. One-Click Scheduling in Outlook Figure 82. Conference Settings Screen ShoreTel Server 12.3 Software Release Notes 129

130 New Features & Enhancements in ShoreTel 12 Managing Conferences via Conferencing Portal Once a ShoreTel User is configured with conference permissions, they may schedule audio and Web conferences. This can be performed through Outlook, as described above, or by accessing the ShoreTel Web Conference website address and logging in with the user s credentials. Refer to the ShoreTel Conferencing User Guide for detailed instructions on the use of all conferencing scheduling capabilities. After logging in, the user is presented with the 'My Conferences' tab, allowing the user access to the following: Conferences: View/schedule and invite participants to the user's conferences. Allows choosing other options, such as time/date, participant login requirements, access codes, etc. Also includes a link to Download Presenter Software, which is required for certain Presenter functions, such as Desktop Sharing. Recordings: Play and invite others to play recordings made by the user. Conference Viewer: Control over Web User Interface defaults, such as displaying a company logo, viewing participants' names, hearing participant entry tones, etc. Comments: Allows the user to see and make public/private any written comments made by participants at the conclusion of a conference or recording. Other tabs available to the user are Public, Personal Library and My Profile. Public: Allows the user to see and join publicly listed conferences, play recordings, verify that their PC meets the required OS and browser requirements, has adequate connectivity speed and download the Presenter Client, if necessary. Personal Library: Users can upload files to either the shared or personal library. The Personal Library is accessible only to a specific ShoreTel user. Users upload files to the Personal Library for the purpose of sharing these files during a web conference. My Profile: Allows the user to upload their personal photograph to their profile. Photograph can be viewed from the Public Conferences tab when the user is the host of a conference and also in the Conference Viewer under Information. 130 ShoreTel Server 12.3 Software Release Notes

131 New Features & Enhancements in ShoreTel 12 Figure 83. ShoreTel User Conferencing Login Screen Figure 84. My Conferences Screen Figure 85. Public Screen ShoreTel Server 12.3 Software Release Notes 131

132 New Features & Enhancements in ShoreTel 12 Figure 86. Personal Library Screen Figure 87. My Profile Screen 132 ShoreTel Server 12.3 Software Release Notes

133 New Features & Enhancements in ShoreTel 12 Hosting and Joining Audio and Web Conferences Once an audio and/or web conference has been scheduled and invitations sent, participants and conference host may join the audio and/or web conference in several ways: The participant accepts an Outlook meeting invitation, opens the calendar entry and clicks the Join Conference button. This populates the dialing information and allows the participant to request to be called by the Audio Conference service. The participant follows an link sent from either the Web Conference Portal or from Outlook and then calls into the audio conference or has the service call them. The host may conference in a participant by requesting the Audio Conference Service to dial their number from the Conference Viewer. Hosts and participants may join from ShoreTel Communicator. See details, below, in the Joining ShoreTel Conferences from Communicator section. A participant may join Public conferences directly from the Public Conferences tab of the conference website and direct the Audio Conference Service to call their number. Any of these methods allows the participant to join the audio conference. If the participant is also joining a web conference, the Conference Viewer is launched (Figure 88). Figure 89 shows the Conference Viewer with the host viewer. NOTE Figure 89 depicts the conference viewer with a red border and presenter controls. This is seen by the conference host when sharing their desktop. The same border and controls are present when a participant is granted presenter permission. If a participant does not have presenter permission, border and menu control is not granted. After a conference has begun, the host/participants have multiple options for controlling and facilitating the conference (see Conference Control Options on page 137). While a conference may only have one host, any participant may present and share with the permission of the Host. ShoreTel Server 12.3 Software Release Notes 133

134 New Features & Enhancements in ShoreTel 12 Figure 88. Conference Viewer Figure 89. Conference Viewer with Presenter Control Menu pictured 134 ShoreTel Server 12.3 Software Release Notes

135 New Features & Enhancements in ShoreTel 12 Conference Control Options Feature/Options Host Participant Call Me X X Mute/Unmute Phone X X Present/Draw X X* Access Online Help X X Chat (with Individuals/Groups) X X Leave Conference X End Conference X Hang Up X Raise/Lower Hand X Mute/Unmute All X Call Participant X Send Invitation X Record Conference X Lock Conference X Restart Conference X Share (Desktop, Library, Whiteboard), Send files, Import Presentation X X* Remove Participant X NOTE *Participant presenter and drawing permissions are granted by host. See the ShoreTel Conferencing User Guide for detailed instructions on the use of all conference viewer features and tools. Joining ShoreTel Conferences from Communicator The Communicator user can invoke a web conference in the following ways: by starting an Instant Conference, or by entering a Scheduled or Reservationless Conference Figure 90. Communicator Call with Instant Conference Icon and Weblink ShoreTel Server 12.3 Software Release Notes 135

136 New Features & Enhancements in ShoreTel 12 Figure 91. Communicator Call with Instant Conference Icon and Weblink Starting an Instant Conference An Instant Conference is created in Communicator in the following manner: Dane and Tim are both using ShoreTel Communicator and Dane is configured to use ShoreTel Conferencing. Dane calls Tim. During the call, Dane initiates an Instant Conference by pressing the Start Instant Conference icon in the Communicator call cell. The Conference Viewer automatically launches for Dane and a weblink appears in his Communicator call cell. A weblink or prompt (depending on the Tim s Communicator options) appears in Tim s Communicator call cell, which he clicks to launch the Web Conference viewer. If Dane conferences in more Communicator users, each of their call cells automatically displays the web link (or a prompt, depending on their Communicator options). Joining a Scheduled Conference Communicator users can join a Scheduled or Reservationless conference in the following manner (Dane and Tim are both Communicator users with Outlook installed): Dane schedules an audio and web conference via Outlook appointment or the Conference Web Portal and then invites Tim by . At the appointed time, Dane calls into the audio conference from Communicator and enters the host access code. Tim also joins the conference by calling and entering the participant access code. Both callers Communicator call cells display the web conference weblink to launch the web conference; clicking the link adds the participant to the web conference. 136 ShoreTel Server 12.3 Software Release Notes

137 New Features & Enhancements in ShoreTel 12 Figure 92. Scheduled or Reservationless Conference Link System Hardware and Software Considerations Participants in web conferences must meet minimum software and browser requirements. Consult the ShoreTel 12 Release Notes, System Specifications Hardware and Software Requirements. Participants require an acceptable broadband internet connection. A utility is provided on the Public tab of the Web Conference Portal to test connectivity and software requirements ShoreTel Server 12.3 Software Release Notes 137

138 New Features & Enhancements in ShoreTel Presence Indication in Microsoft Outlook and Word Presence indications are available within Microsoft Outlook 2007, 2010 and Microsoft Word 2007, This feature increases end-user productivity by allowing them to initiate a call, an IM conversation or flag for presence changes based on presence information. Prior to ShoreTel 12, user presence indications were available from within ShoreTel Communicator, but not from Microsoft Outlook or Word. The Presence Bubble and/or smart tag appears beside a name on documents opened in Microsoft Outlook 2007, 2010 and Word A user can see and act on presence information from the Presence Bubble and smart tags. There are no presence bubble indications in Word 2010, however presence information is displayed through the use of smart tags. When a user places their mouse icon over the presence indicator, it presents status indication for the selected individual and a context menu when clicked. The context menu can be used to perform several functions, including send instant messages, make calls, add users as contacts, etc Presence Bubble and User Status Presence is displayed if the contact is in the user s ShoreTel Communicator Contact Viewer or if the contact or ShoreTel system authorized another user to see the user s presence. Presence indications directly reflect ShoreTel user IM status, but reflect user Telephony status only indirectly. For example, if a user is on the phone, that user s presence is not displayed in Outlook or Word presence unless the user changes his/her IM presence in Communicator to Busy or sets a Status Note indicating he/she is on the phone. The following table lists the presence conditions corresponding to ShoreTel Communicator user status. User State Color Presence Bubble Online Green John Doe Offline Empty Bubble John Doe Busy/On the Phone Orange John Doe Away/Be Right Back/Out To Lunch Yellow John Doe Do Not Disturb Red with white dash John Doe Presence Unknown Grey John Doe Presence indiction functionality is available with the Communicator Professional access level and above. 138 ShoreTel Server 12.3 Software Release Notes

139 New Features & Enhancements in ShoreTel Presence Availability in Microsoft Applications A user can perform the following tasks from a Microsoft application without switching to the ShoreTel Communicator for Windows: ShoreTel Communicator Task Show presence (Presence Bubble or Smart Tag) Outlook 2007 / Word 2007/ Outlook X X 1 Show additional user information X X 1 (tooltip for the Presence Bubble) Sign in to instant messaging X 2 Add to instant messaging contacts X X Reply with instant message X Reply all with instant message X Call <name> X X Call work <phone number> X X Call mobile <phone number> X X Call home <phone number> X X Call all X New call X Call X X Tag for Presence Alerts X 1 Microsoft Word 2010 does not display Presence Bubbles or Tooltips, but displays presence through Contact Cards. 2 Microsoft Outlook 2010 does not offer the option to sign in to Instant Messaging Implementation Integration ShoreTel Communicator must be launched and connected to the ShoreTel system prior to launching Outlook or Word to enable presence integration. NOTE If Microsoft Outlook was previously integrated with Microsoft Office Communicator (MOC), this is disabled after Outlook integration with ShoreTel Communicator. Presence information in Outlook 2007, 2010 and Word 2007, 2010 is automatically available to a ShoreTel user with IM permissions once each application has been properly configured. ShoreTel Server 12.3 Software Release Notes 139

140 New Features & Enhancements in ShoreTel 12 Integration into Outlook In Outlook, select Tools from the Outlook Menu bar, then select Options. 2 On the Options dialog window, select the Other tab. 3 On the Other tab, check the box next to Display Online Status next to a person s name. 4 Press the OK button to close the dialog. 5 Presence indication in Outlook is now configured. Figure 93. Configure Presence in Outlook 2007 Integration into Outlook 2010 Presence integration in Outlook 2010 is automatically enabled and requires no user configuration. 140 ShoreTel Server 12.3 Software Release Notes

141 New Features & Enhancements in ShoreTel 12 Integration into Word 2007 NOTE In addition to performing the steps below, a contact must first be present in a user s Contact Viewer and Communicator must be started prior to starting Microsoft Word In Word 2007, click the Application button, then select Word Options. 2 In the Word Options dialog window, select Proofing, then Auto Correct Options. 3 In the Auto Correct Options dialog, select Smart Tags. 4 In the Smart Tags dialog, check the following two boxes: Person Name (Outlook recipients) Telephone Number (Smart Tag lists) 5 Click OK to apply. Presence in Word 2007 is now configured. ShoreTel Server 12.3 Software Release Notes 141

142 New Features & Enhancements in ShoreTel 12 Figure 94. Configure Presence in Word ShoreTel Server 12.3 Software Release Notes

143 New Features & Enhancements in ShoreTel 12 Integration into Word In Word 2010, select the File menu, then select Options. 2 In the Options dialog window, select Proofing, then Auto Correct Options. 3 In the Auto Correct Options dialog, select the Actions tab. 4 In the Actions tab dialog, check the following two boxes: Instant Messaging Contacts (English) Telephone Number (XML) 5 Click OK to apply. Presence in Word 2010 is now configured. Figure 95. Configure Presence in Word 2010 ShoreTel Server 12.3 Software Release Notes 143

144 New Features & Enhancements in ShoreTel Operational Behavior Presence Indication Usage in Outlook and Word 2007 Presence Bubble Tooltip The tooltip appears when the user s mouse pointer is placed near or on top of the Presence Bubble. The tooltip consists of the following information for the selected contact: Figure 96. Presence Bubble Tooltip Examples Clicking the Presence Bubble opens up the following menu and options: Figure 97. Presence Bubble Context Menu Options NOTE The Presence Unknown indicator bubble, Call, and IM Options are available in Outlook for contacts not recognized by ShoreTel Communicator. If a user attempts to make a call, a new call dialog is opened but is not populated with calling data. If an IM option is attempted there is no response to the attempt. 144 ShoreTel Server 12.3 Software Release Notes

145 New Features & Enhancements in ShoreTel 12 Call <name> The Call <name> menu item appears in the Presence Bubble context menu regardless of the state of the selected contact. This item is disabled when the user is in Offline state. A phone call is initiated when the menu item is clicked. If a default phone number is set for the contact then it is used for the phone call. Otherwise, the first non-empty phone number from the list of phone numbers (Work, Mobile, Home) is used for initiating the call. Call All - This option is not available in this release. Add to Instant Messaging Contacts The Add to Instant Messaging Contacts menu item appears in the Presence Bubble con-text menu for the contacts not already in the Contacts list (buddy list) for the user. The menu item appears only when the user is in an Online state. When the user selects this option, ShoreTel Communicator for Windows launches the Add Contacts dialog and a contact can be added to the user s personal contact list in the same manner as selecting the dialog directly from Communicator. Reply with Instant Message NOTE If a user initiates an IM session using the Outlook Presence Bubble option of Reply with Instant Message, the user may not initiate a second simultaneous session until the first has ended. The Reply with Instant Message menu item appears in the Presence Bubble context menu regardless of the state of the selected contact. The menu item is enabled only when the user is in Online state. The ShoreTel Communicator Instant Messaging form appears when the menu item is clicked. Reply All with Instant Message NOTE If a user initiates an IM session using the Outlook Presence Bubble option of Reply All with Instant Message, the user may not initiate a second simultaneous session until the first has ended. The Instant Messaging form is shown when the menu item is clicked. The selected contact and all the other contacts specified for the message in From, To, CC, etc. fields appears as participants in the list of participants. The form is the same as the form de-scribed in the Reply with Instant Message section. The menu item is disabled when the user is in Offline state. ShoreTel Server 12.3 Software Release Notes 145

146 New Features & Enhancements in ShoreTel 12 Tag for Presence Alerts When the menu item is clicked, the selected contact item is added to the list of contacts being monitored for presence change alerts. A notification window with options to start IM and make a call is opened near the notification area when the presence for the specified contact changes. The effect of using this menu item is the same as clicking Alert when available for a contact in the Contacts viewer tab in ShoreTel Communicator. Sign in to Instant Messaging The Sign in to Instant Messaging menu item appears in the Presence Bubble context menu for a user in Offline state. Click the item and ShoreTel Communicator attempts to connect to the IM server. Figure 98. Presence Bubble Context for Offline User 146 ShoreTel Server 12.3 Software Release Notes

147 New Features & Enhancements in ShoreTel 12 New Call The New Call menu item appears as a menu item for Call drop down button in Respond group on Message tab for an open Outlook message. This menu item does not appear in the Presence Bubble context menu. Make New Call dialog is shown when the menu item is clicked. New Call Option from Outlook Message Respond Tab Call The Call menu item is displayed as a menu item in the Presence Bubble context menu for a telephone number or name recognized by Microsoft Word as a smart tag in an open document. Smart tags are hyper links generated by Microsoft Word when names and or telephone numbers are recognized as belonging to an entry on a user s Communicator Contact list. A phone call is initiated with the specified number when the menu item is clicked. Figure 99. Presence Bubble in Word ShoreTel Server 12.3 Software Release Notes 147

148 New Features & Enhancements in ShoreTel Presence Indication Usage in Outlook and Word 2010 Outlook 2010 and Word 2010 present presence information in different ways than in the 2007 versions described above Microsoft Word 2010 Presence Indications In Microsoft Word 2010, with smart tags enabled, a person s name or telephone number does not have an purple smart tag underline. To obtain presence information, the user must right-click the name or number and select Additional Actions to open the other person s Contact Card for calling or IM. Figure 100. Word 2010 Contact Card Outlook 2010 Presence indications Outlook 2010 presents Presence Bubbles with the following differences from Outlook 2007: The Outlook 2010 presence tooltip is different The presence context menu has different options There is no option to sign in to Instant Messaging The tooltip appears when the user s mouse pointer is placed near or on top of the Presence Bubble in Outlook. The tooltip consists of the following information for the selected contact: 148 ShoreTel Server 12.3 Software Release Notes

149 New Features & Enhancements in ShoreTel 12 Figure 101. Presence Bubble Tooltip and Call Menu Clicking the Presence Bubble opens up the menu options for ing, Instant Messaging, Calling and other options. Call <number> The Call <number> menu item appears under the telephone icon sub-menu in the Presence Bubble tooltip menu regardless of the state of the selected contact. An option is displayed for each number in the contact s record. A phone call is initiated when the menu item is clicked. This item is disabled when the user is in Offline state. Call <name> The Call <name> menu item appears under the telephone icon sub-menu in the Presence Bubble tooltip menu regardless of the state of the selected contact. This item is disabled when the user is in Offline state. A phone call is initiated when the menu item is clicked. If a default phone number is set for the contact then it is used for the phone call. Otherwise, the first non-empty phone number from the list of phone numbers (Work, Mobile, Home) is used for initiating the call. Figure 102. Presence Bubble Tooltip and Instant Messaging Menu ShoreTel Server 12.3 Software Release Notes 149

150 New Features & Enhancements in ShoreTel Tag for Presence Alerts When the menu item is clicked, the selected contact item is added to the list of contacts being monitored for presence change alerts. A notification window with options to start IM and make a call is opened near the notification area when the presence for the specified contact changes. The effect of using this menu item is the same as clicking Alert when available for a contact in the Contacts viewer tab in ShoreTel Communicator Add to Instant Messaging Contacts The Add to Instant Messaging Contacts menu item appears in the Presence Bubble con-text menu for the contacts not already in the Contacts list (buddy list) for the user. The menu item appears only when the user is in an Online state. When the user selects this option, ShoreTel Communicator for Windows launches the Add Contacts dialog and a contact can be added to the user s personal contact list in the same manner as selecting the dialog directly from Communicator. Figure 103. Outlook 2010 IM Options Reply with IM NOTE If a user initiates an IM session using the Outlook Presence Bubble option of Reply with IM, the user may not initiate a second simultaneous session until the first has ended. The Reply with IM menu item appears in the Presence Bubble context menu regardless of the state of the selected contact. The menu item is enabled only when the user is in Online state. The ShoreTel Communicator Instant Messaging form appears when the menu item is clicked. 150 ShoreTel Server 12.3 Software Release Notes

151 New Features & Enhancements in ShoreTel 12 Reply All with IM NOTE If a user initiates an IM session using the Outlook Presence Bubble option of Reply All with IM, the user may not initiate a second simultaneous session until the first has ended. The Instant Messaging form is shown when the menu item is clicked. The selected contact and all the other contacts specified for the message in From, To, CC, etc. fields appears as participants in the list of participants. The form is the same as the form de-scribed in the Reply with IM section. The menu item is disabled when the user is in Offline state. New Call The New Call menu item appears as a menu item for Call drop down button in Respond group on Message tab for an open Outlook message. This menu item does not appear in the Presence Bubble context menu. Make New Call dialog is shown when the menu item is clicked. Figure 104. New Call Option from Outlook Message Respond Tab ShoreTel Server 12.3 Software Release Notes 151

152 New Features & Enhancements in ShoreTel ShoreTel Communicator for Mac ShoreTel 11 introduced ShoreTel Communicator for Web, offering Mac users the opportunity to use Communicator via a web browser, but not in a native Mac application. ShoreTel 12 introduces the ShoreTel Communicator for Mac. Communicator for Mac is a native OS X application, which offers the features available through the Communicator for Web, plus additional Mac-specific features ShoreTel Communicator for Web Features ShoreTel Communicator for Web provides options for controlling the following: Visual Call Control Visual Voic Call handling mode Call handling mode settings Voice mail notification delivery settings Find Me settings External Assignment settings Passwords for ShoreTel Communicator and voice mail For specific details on the use of these features, please review the ShoreTel Communicator for Web User Guide ShoreTel Communicator for Mac-specific features Dial contacts directly from Mac Address Book Import contacts from Mac Address Book Allows dialing from many applications using OS X services Can be kept in Dock and opened at startup like any Mac application Dock icon displays a Badge with missed call and unheard voic counts Background notifications of incoming calls and voic s Implementation Software Requirements ShoreTel Communicator for Mac is supported on OS X and higher (including 10.7) 152 ShoreTel Server 12.3 Software Release Notes

153 New Features & Enhancements in ShoreTel Download the ShoreTel Communicator for Mac client Mac users should download and install ShoreTel Communicator for Mac in the same way as the ShoreTel Communicator for Windows, by accessing the ShoreTel Communicator Install web page hosted by ShoreTel Director: where <serveripaddress> is the IP address or name of the ShoreTel Headquarters server. Figure 105. ShoreTel Communicator Install Web page A disk image file (.dmg) is then downloaded and automatically mounted by Safari. It can then be installed on the Mac. ShoreTel Server 12.3 Software Release Notes 153

154 New Features & Enhancements in ShoreTel Install the ShoreTel Communicator for Mac client Installation of ShoreTel Communicator for Mac is performed by dragging and dropping the ShoreTel Communicator Icon into the Mac Application folder. Figure 106. Mac Application Folder Should a future client upgrade be required, it is accomplished through the same process: First download the application, then drag and drop the Communicator icon into the Application folder to install. 154 ShoreTel Server 12.3 Software Release Notes

155 New Features & Enhancements in ShoreTel Login and configure ShoreTel Communicator for Mac Once ShoreTel Communicator for Mac is installed and a user launches the application, they are presented with an initial login screen: Figure 107. Communicator for Mac Login Screen The user completes the login details (User name, Password, ShoreTel Server Name or IP Address) and presses Login. If the user chooses to have the application Remember this password in my key chain, OS X securely stores the password and the user is not prompted for a password again Operational Behavior Standard Features The ShoreTel Communicator for Mac application loads and presents ShoreTel Communicator for Web features. Therefore, all standard features associated with ShoreTel Communicator for Web, as used in Safari, continue to operate in the same fashion, including the main window and functions shown below. For details on all ShoreTel Communicator for Web features, please review the ShoreTel Communicator for Mac User Guide. ShoreTel Server 12.3 Software Release Notes 155

156 New Features & Enhancements in ShoreTel 12 Figure 108. ShoreTel Communicator for Mac - Main Window ShoreTel Communicator Screen Options Main Toolbar Quick Dialer Call Cell Pane New Tab Button Page Manager ShoreTel Communicator Screen Descriptions Toolbars provide single button access to ShoreTel Communicator tasks. QuickDialer provides drop-down access to directory names and phone numbers that match the text in the data entry field. You can also enter, paste, or drag numbers into the QuickDialer field. The Active Call Cell Pane displays calls Allows you to open tabs in the Viewer area. Page Manager allows you to change you view to split screen view. 156 ShoreTel Server 12.3 Software Release Notes

157 New Features & Enhancements in ShoreTel Specific Features Dock Icon and Badge As with other Mac applications, ShoreTel Communicator for Mac can be present on the Mac Dock for easy access and launch of the Communicator application. The Mac user can control the application display and launch properties on the Dock. When a user has missed calls or has unheard voice mails, the ShoreTel icon displays a badge with a number for each. The first number displayed is the number of unheard voice mails; the second is the number of missed calls. If there are none of either, the badge is not displayed on the icon. Figure 109. Dock Controls, Icon with Badge, Icon without Badge ShoreTel Server 12.3 Software Release Notes 157

158 New Features & Enhancements in ShoreTel Integration with Mac Address Book The ShoreTel Communicator for Mac permits the user to dial from the Address Book and upload the Address Book to the ShoreTel server to make it available to other ShoreTel clients. The first time the user launches ShoreTel Communicator for Mac, a plugin is installed to enable integration of the user s address book. To use, click on the phone number label and choose the Dial Using ShoreTel option. Figure 110. Dialing From Address Book The second method of integration allows the ShoreTel Communicator for Mac user to upload their local Address Book to the ShoreTel server and then stored on the server in the user s personal SQLite database. This makes the user s address book contacts available to ShoreTel Communicator for Web, ShoreTel Communicator for Mac and the IP phone directory on selected ShoreTel IP Phone models. Figure 111. Uploading Address Book to ShoreTel Server 158 ShoreTel Server 12.3 Software Release Notes

159 New Features & Enhancements in ShoreTel Background Notification for Incoming Call or Voic Notification The ShoreTel Communicator generates notifications when new calls or voice mails are received. This notification occurs by integrating with Growl. Growl is a freeware public domain product used to enable notification features in OS X applications. The Growl installer is bundled with ShoreTel Communicator for Mac. If Growl is not previously installed, when a ShoreTel Communicator for Mac user receives their first call, the Growl installation panel is displayed. This panel requests the user s permission to install Growl on the client machine. Clicking the Install button starts the installation process and displays the preferences pane. Figure 112. Growl Installation After installation, notifications are displayed anytime a call or voic is received. Figure 113. Background Notification Indicator ShoreTel Server 12.3 Software Release Notes 159

160 New Features & Enhancements in ShoreTel Services Integration ShoreTel Communicator for Mac integrates with OS X services to allow users to dial numbers in documents such as web pages, text, etc. This functionality is available in any document or application that supports plain text selection integration with OS X services. Placing calls using the Services Integration feature in ShoreTel Communicator is available from the applications in the table below. Integrated Safari 4.0 and higher Preview (used to view PDFs) Address Book TextEdit MailEntourage Partially Integrated Entourage Opera NOTE Applications with partial feature integration are known to support OS X Services from some, but not all, parts of their user interface Dialing Phone Numbers from Services Menu To dial numbers from the services menu: 1 Highlight or identify the phone number you wish to call. 2 From the Safari menu, select Services -> Dial Using ShoreTel. The call is placed using ShoreTel Communicator. Figure 114. Dialing Phone Numbers from Services Menu 160 ShoreTel Server 12.3 Software Release Notes

161 New Features & Enhancements in ShoreTel Dialing Phone Numbers Using Ctrl+Click/Right Click Option To dial numbers from the services menu: 1 Highlight or identify the phone number you wish to call. 2 Ctrl+click/right-click on the phone number to display the context menu. 3 Select the Dial Using ShoreTel option to place the call. Figure 115. Dialing Phone Numbers Using Ctrl+Click/Right-Click Option ShoreTel Server 12.3 Software Release Notes 161

162 New Features & Enhancements in ShoreTel ichat Instant Messaging Support ShoreTel 12 allows organizations to deploy ShoreTel Instant Messaging (IM) Service through the installation of the Service Appliance 100. The IM service provides secure, corporate Instant Messaging to ShoreTel users using ShoreTel Communicator as well as through the use of third party IM Extensible Messaging and Presence Protocol (XMPP) clients. The first third party IM client supported by ShoreTel is Apple's ichat. The ichat client connects to the ShoreTel IM service and offers the following features: Seamless authentication into the ShoreTel system Secure communication Contact list management Offline messaging Multi-party conversation IM presence Presence privacy Implementation Minimum Requirements ShoreTel IM service is compatible with ichat for IM and Presence Configuring the ichat client 1. Go to the ichat menu -> Preferences ->Accounts tab. 2. Click on the + sign to add a new IM account. 3. Enter the relevant information into the ichat Account Setup form: Account Type: Jabber Account Name: Username@yourdomain.com Password: ShoreTel or Windows password Server: IP or Fully Qualified Domain Name (FQDN) of ShoreTel Service Appliance 100 which is hosting the user Port: 5222 Use SSL should not be checked 4. Press Done to connect to the ShoreTel IM server and complete account setup. 162 ShoreTel Server 12.3 Software Release Notes

163 New Features & Enhancements in ShoreTel 12 Figure 116. ichat Account Setup Form Operational Behavior ichat has three presence states: Offline Available (Green) Away (Red) Each presence state may be presented in multiple custom displays. Figure 117. ichat presence menu ShoreTel Server 12.3 Software Release Notes 163

164 New Features & Enhancements in ShoreTel 12 Because ShoreTel Communicator has more presence statuses than XMPP standard supports, Communicator uses status notes to simulate other states if a user logs in with an ichat client. ShoreTel Communicator converts the ichat status notes to the Communicator status. For instance, if a user typed in English, In a Meeting in the ichat client, Communicator shows Away: In a Meeting, status instead of just showing Away. ichat Offline (no bubble or color) Available (green with any text) Out to Lunch (red) On the Phone (red) Away (red with any text) ShoreTel Communicator Offline Online with text showing in the client status note Out to Lunch On the Phone Away with text showing in the client status note Figure 118. IM Presence Status Limitations If an ichat IM user is assigned to an IM server that fails and the user is moved to another IM server, the user experiences the following: The user is not able to see the buddies that he/she added using the ichat client The user privacy settings and offline messages are lost If a user (e.g. User A ) deletes a contact (e.g. User B ) from User A s ichat buddy list, then User B sees only the offline presence of User A. 164 ShoreTel Server 12.3 Software Release Notes

165 New Features & Enhancements in ShoreTel ShoreTel Communicator: Server-Side Call History Prior versions of ShoreTel Communicator recorded call information into a call history file on the user s computer. If the PC was turned off, ShoreTel Communicator application was not running, or the user was logged into ShoreTel Communicator on a different computer, then calls were not recorded to the local PC history file. In ShoreTel 12, call history in Communicator for Windows is always complete since it's server-based. This enhancement is transparent to the user and existing call history viewing functionality remains unchanged. After the system is upgraded to ShoreTel 12, users are not required to launch ShoreTel Communicator in order to collect call history information. The ShoreTel server records call history under all of the above-listed conditions and stores the data on the user s ShoreTel server. The call history is available for user access anywhere they are logged into the ShoreTel system. If a user is moved from one server to another, the user s call history is automatically moved as well. The client history can be saved via an xml file, if needed Implementation The implementation of the enhancement is bundled into the ShoreTel installation and no additional configuration is necessary. Call history records are accessed and displayed in the Communicator History Viewer in the same manner as previous releases. ShoreTel Server 12.3 Software Release Notes 165

166 New Features & Enhancements in ShoreTel Operational Behavior Usage and Limitations Call History (calls, notes and deletions) If a user upgrades to ShoreTel 12 from any release prior to 11, none of the user s previous call history is transferred into the server history database. If a user upgrades from ShoreTel 11 (or newer) to ShoreTel 12 and used Communicator for Web, the user s Communicator for Web call history (up to 1000 records) is transferred into the server history database. If a user upgrades from ShoreTel 11 (or newer) to ShoreTel 12, none of the user s call history from Communicator for Windows is transferred into the server history database. If the user is accessing the Call Details window in Communicator and the connection to the server history is interrupted, the Call Details window becomes read only until the connection to the server history is restored. If a user moves from one server to another, the user s call history is transferred to the managing server. For example, if a user uses the 731 option from within the user s voice mail to assign their extension to another IP phone, the ShoreTel system moves their call history to the new managing server. The user may experience a short delay while all records are transferred between servers. Server-side call history is limited to 1000 records per user. When the limit is reached, the oldest records are deleted. 166 ShoreTel Server 12.3 Software Release Notes

167 New Features & Enhancements in ShoreTel Microsoft Exchange Server 2010 Unified Messaging ShoreTel 12 increases integration with 3rd party Unified Messaging (UM) systems by adding support for Microsoft Exchange Server 2010 in addition to ongoing support for Exchange ShoreTel users can now take advantage of the new features available in Exchange 2010, including native Message Waiting Indication (MWI) and personalized auto attendants. With Exchange 2007, installation of additional 3rd party software was required to enable MWI. In Exchange 2010, integrated Fax is not supported and requires the use of a 3rd party software product Implementation Integration of Microsoft Exchange Server 2010 is accomplished in the same manner as Exchange 2007: 1 Configure the Exchange 2010 Server as a ShoreTel SIP server through ShoreWare Director. 2 Setup and configure the Exchange Server for use with the ShoreTel system. For instructions on configuring the ShoreTel SIP server, refer the ShoreTel Administration Guide. Figure 119. SIP Server Info Screen NOTE The same pull-down menu choice, Microsoft Exchange, on the SIP Server Info screen is used regardless of whether you are integrating with Exchange 2007 or Exchange ShoreTel Server 12.3 Software Release Notes 167