Configuration Guide. For Use with AT&T s. IP Flexible Reach-Enhanced Features Service

Transcription

1 Product: ShoreTel Ingate AT&T IP Flexible Reach- Enhanced Features Service I n n o v a t i o n A p p N o t e IN Date: April, 2014 System version: ShoreTel 14.2 Ingate 5.x N e t w o r k Configuration Guide For Use with AT&T s IP Flexible Reach-Enhanced Features Service (Virtual/Physical ShoreGear Switch with Virtual/Physical Ingate) Version 5/Issue 6 April 28, 2014 Page 1 of 63

2 ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces. The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution. TABLE OF CONTENTS Configuration Guide... 1 For Use with AT&T s... 1 IP Flexible Reach-Enhanced Features Service... 1 (Virtual/Physical ShoreGear Switch with Virtual/Physical Ingate) Introduction Version Information... 6 Figure 1 ShoreTel Director Login Page... 7 Figure 2 Ingate Login Page Special Notes Emergency 911/E911 Services Limitations and Restrictions Limited Fax Support ShoreTel Virtual Switch Support Music on Hold Support IP Flexible Reach-Enhanced Features Support IP Flexible Reach- Enhanced Features (IPFR-EF) Limitations ShoreTel Unsupported Features and Limitations Configuration Component Overview Figure 3 Configuration Component Overview Configuration Guide ShoreTel Configuration...12 ShoreTel System Settings General:...12 Call Control Settings:...12 Figure 4 Administration Call Control Options...13 Sites Settings:...15 Figure 6 Site Administration...15 Figure 7 Site Bandwidth settings...16 Sites Edit screen Admission Control Bandwidth...16 Sites Edit screen Intra / Inter-Site Calls...16 Switch Settings - Allocating Ports for SIP Trunks...16 Figure 8 Administration Switches...17 Figure 9 ShoreGear Switch Settings...18 ShoreTel System Settings Trunk Groups...19 Figure 10 Administration Trunk Groups...19 Figure 13 Inbound:...21 Figure 14 Outbound and Trunk Services:...22 Figure 15 Trunk Digit Manipulation:...23 Configuring Star Codes Support for AT&T Enhanced Services:...23 Page 2 of 63

3 Figure 16 ShoreTel Director Support Entry...23 Figure 17 Trunk Group Dialing Rules -Custom...24 ShoreTel System Settings Individual Trunks:...25 Figure 20 Trunks by Group...25 Figure 21 - Edit Trunks Screen for Individual Trunks Ingate Configuration Select Product Type...27 Figure 22 Select Product Type Configure the unit for the first time...28 Figure 23 Configuration Options and connecting to device Network Topology...29 Figure 24 Network Topology IP-PBX...31 Figure 25 IP-PBX ITSP Configuration...32 Figure 26 ITSP Configuration Upload Configuration...33 Figure 27 Upload Configuration Success...35 Figure 28 - Success Logging into the Ingate web interface...35 Figure 29 Log in Saving Modifications...36 Figure 30 Apply Configuration...36 Figure 31 Save Configuration...36 Figure 32 Networks and Computers Configuration of Default Gateway...37 Figure 33 Default Gateway configuration Eth0 LAN (Inside) Static Route...38 Figure 34 Static Routing LAN (Inside) Interface Configuring SIP Media Port Range Figure 35 SIP Media Port Range Configuring Ingate to convert 4 or 7 digit called number to 10 digits Figure 36 Configuring SIP Trunks...41 Figure 37 Enable SIP Trunks...41 Figure 38 Configuring 4 or 7 Digit conversion to 10 Digits Configuring Ingate for a secondary Border Element Figure 39 Configuring Secondary Border Element Configuring Ingate SIParator to respond to Options messages Figure 40 Sip Options- Matching Request-URI...44 Figure 41 Sip Options - Forward To...44 Figure 42 Sip Options Dial Plan Configuring Ingate SIParator to overwrite the From, Diversion and P-Asserted header host portion Figure 43 Overwrite FROM Header...46 Figure 44 Overwrite P-Asserted and Diversion Headers...47 Figure 45 Match From Number/User in field Removing Record-Route Header Figure 46 Removing Record-Route Header Adding G729 codec support Page 3 of 63

4 Figure 47 Adding G729 codec support Troubleshooting Troubleshooting Call Failures...50 Troubleshooting Call Failures to numbers...50 Allow Multiple Sender Media Streams...51 Troubleshooting Music On-Hold (MOH)...52 Troubleshooting Conferencing Failures...53 Troubleshooting Outbound Calls...54 Get a log for the failing call:...55 Ensure the signaling is received from the ShoreTel:...56 Ensure that the signaling to the AT&T IP Flexible Reach-Enhanced Features Service works: 57 Troubleshooting Inbound calls...58 Get a log for the failing call:...58 Ensure that the signaling is received from the AT&T Enhanced IP Flexible Reach-Enhanced Features Service:...59 Ensure correct signaling to the ShoreTel PBX:...60 Ingate Technical Support Document and Software Copyrights Trademarks Disclaimer Page 4 of 63

5 1 Introduction 1.1 Pre ShoreTel IP PBX & Ingate SIParator Configuration Activity This guide assumes that the administrator is knowledgeable in configuring and administering the ShoreTel IP PBX and the Ingate SIParator. An important tool that administrators should have at their disposal prior to testing their ShoreTel IP PBX with IP Flexible Reach is a network protocol analyzer. Such software can be used to run traces on problem calls so the information can be shared with equipment and network engineers. There is a free version of such software that can be obtained at A second alternative that customers may use is TCPDUMP which can be found on most UNIX and Linux systems. To use this software the customer should have Wireshark or TCPDUMP loaded on a server that is connected to a LAN switch or hub that can monitor both the signaling and media packets on any calls between the customer PBX and the IP Flexible Reach managed router. The Ingate SIParator has a built in capture utility that can also be utilized for this, refer to Ingate documentation for further information. Please note, however, that AT&T does not offer, warrant, or support this software, and any use of the Wireshark or TCPDUMP software is entirely at the customer s own risk. 1.2 Customer Questions Section 5 of this guide provides screen shots and instructions for the configuration of the ShoreTel IP PBX and Ingate SIParator. Should you have questions regarding these instructions, please call ShoreTel at When calling this number please have the following information available: o o o o o o Company Name Company Location Administrator Name & phone number ShoreTel release and build number Ingate SIParator type and version Customer Configuration Guide - Issue number & date 1.3 Trouble Reporting In the event that you experience problems with the ShoreTel system or the Ingate SIParator you may contact ShoreTel Technical Assistance Center at +1 (800) (Toll Free) or +1 (408) (International). A support contract must be in place before any assistance will be provided, for contract / account questions please send an to shorecare_admin@shoretel.com. Page 5 of 63

6 ShoreTel, Ingate and AT&T will make every effort to quickly resolve reported troubles. The time required for trouble shooting can be reduced if the customer has the necessary detailed information available when reporting a problem. Prior to reporting a problem please provide a wireshark or TCPDUMP trace of the failed call. 1.4 Document Feedback ShoreTel IP PBX administrators who would like to provide feedback on the contents of this document should send it to INFeedback@ShoreTel.com. 1.5 Document Change History Version 5 Issue 1 Version 5 Issue 2 Version 5 Issue 3 Version 5 Issue 4 Version 5 Issue 5 Version 5 Issue 6 03/17/2014; Initial Draft 03/27/2014; limitations added 04/07/2014; Feedback Incorporated 04/17/2014; Additional Feedback Incorporated 04/25/2014; Added additional troubleshooting 04/28/2014; Final Draft 2 Version Information Ingate Version 5.x (5.0.2) Startup Tool TG Version (or greater) ShoreTel Release 14.2 Build Following are screen shots of the versions of ShoreTel and Ingate utilized for testing interoperability with AT&T IP Flexible Reach-Enhanced Features Service. Page 6 of 63

7 Figure 1 ShoreTel Director Login Page Figure 2 Ingate Login Page Page 7 of 63

8 3 Special Notes 3.1 Emergency 911/E911 Services Limitations and Restrictions Emergency 911/E911 Services Limitations and Restrictions - Although AT&T provides 911/E911 calling capabilities, AT&T does not warrant or represent that the equipment and software (e.g., IP PBX) reviewed in this customer configuration guide will properly operate with AT&T IP Flexible Reach- Enhanced Features (IPFR-EF) services to complete 911/E911 calls; therefore, it is Customer's responsibility to ensure proper operation with its equipment/software vendor. While AT&T IP Flexible Reach-Enhanced Features Services support E911/911 calling capabilities under certain Calling Plans, there are circumstances when that E911/911 service may not be available, as stated in the Service Guide for AT&T IP Flexible Reach-Enhanced Features found at Such circumstances include, but are not limited to, relocation of the end user's CPE, use of a non-native or virtual telephone number, failure in the broadband connection, loss of electrical power, and delays that may occur in updating the Customer's location in the automatic location information database. Please review the AT&T IP Flexible Reach-Enhanced Features Service Guide in detail to understand the limitations and restrictions. 3.2 Limited Fax Support Fax is only supported using G.711u codecs. 3.3 ShoreTel Virtual Switch Support Starting with ShoreTel 14.2, ShoreTel added support for Virtual Trunk and Virtual Phone switches. This Application Note assumes the setup, configuration and licensing of the Virtual/Physical Switches has already been completed. If you require additional information on Virtual Trunk Switch / Virtual Phone Switch, please refer to the ShoreTel Planning and Installation guide at following location. install_guide.pdf 3.4 Music on Hold Support Only File Based Music on Hold is currently supported on ShoreTel System with AT&T IP Flexible Reach-Enhanced Services. Jack based Music On Hold is not currently supported, with ShoreTel 14.2 Release, due to ShoreTel defect This issue will be addressed in a future ShoreTel release. 3.5 IP Flexible Reach-Enhanced Features Support ShoreTel supports following IPFR-EF features: Network Based Simultaneous Ringing Feature Network Based Locate me(sequential Ringing) Feature Network Based Call Forwarding- Unconditional (Always) Network Based Call Forwarding- Busy Page 8 of 63

9 Network Based Call Forwarding- Not Reachable Network Based Call Forwarding- Ring/ No Answer Network Based Account Codes Network Based Authorization Codes For additional Information and configuration procedure, please refer to AT&T Documentation IP Flexible Reach- Enhanced Features (IPFR-EF) Limitations The AT&T IPFR-EF Network based Call Transfer - Blind (SIP REFER) and Call Transfer - Consult (SIP REFER) features require ShoreTel to send SIP REFER to the AT&T IPFR Network for the transfer. ShoreTel 14.x does not support this. AT&T s Call Forwarding: Not Reachable feature will only work with SIP 500 error response.it does not work with other 403 or 603 error responses. While using Network Based Sequential ringing feature, you might experience a cosmetic issue where ShoreTel Phone display shows Remote-hold icon even when two way media is connected. AT&T Enhanced Sequential/Simultaneous Ringing Features are only supported without Answer Confirmation. Please refer to AT&T IP Flexible Reach-Enhanced Services documentation on how to disable Answer Confirmation in your Customer Portal. 3.6 ShoreTel Unsupported Features and Limitations Please refer to the ShoreTel Administration Guide, Chapter 18 Session Initiation Protocol, for supported and unsupported features via SIP Trunks. Following are some feature limitations via SIP Trunks: Fax redirect not supported via SIP Trunks using G.711 (though Direct Inward Dialing (DID) to fax endpoint is supported) ShoreTel supports Music On Hold (MOH) over SIP trunks. The maximum number of music on hold (MOH) streams that a SIP-enabled switch can support varies with the switch model. The range of such streams across all the voice switch models is Limitation: MOH source needs be on SIP trunk switch. If the ShoreTel server has a conference bridge 4.2 installed, you should not enable SIP. The conference bridge is not compatible with a ShoreTel system that has SIP enabled due to the dynamic RTP port required for SIP. Page 9 of 63

10 ShoreTel supports the Service Appliance (SA-100) conferencing / IM system from Release SIP trunk calls from / to the SA-100 is supported. The SA-100 accepts access codes in DTMF RFC2833 only. 4 to 6 party conferences, when a SIP trunk is involved, utilize Make Me conference ports. Silent Monitoring, Barge-In, Silent Coach, Park/Unpark, Call recording features are supported on a SIP trunk call only if SIP trunk is configured with SIP profile supporting media hairpinning and the trunk is on a half-width switch. Silence detection on trunk-to-trunk transfers is not supported, it requires a physical trunk. The ShoreTel system does not initiate calls with a 30ms payload; all calls are initiated with a 20ms payload. IP 400 series Phone might exhibit one way audio issue while using Network based Account Codes due to ShoreTel Defect This issue will be addressed in a future ShoreTel Release. External Party might not hear Music on Hold when Bridge Call Appearance User places call on hold, due to ShoreTel Defect Please note that this issue is only identified on this specific scenario. Blind Transfer of Incoming External call, from Workgroup / Huntgroup Agent, to another ShoreTel extension might result in No Audio issue, due to ShoreTel defect This issue will be addressed in a future ShoreTel Release. A possible workaround for this issue is to use Consultative Transfer instead of Blind Transfer. At this time we are unable to provide additional information on a resolution to the issues mentioned above, but suggest to periodically refer to the ShoreTel 14.2 Software Release Notice (Build Notes) for updates, which can be found at the following location: There may be other feature limitations when using SIP Trunks. Please refer to Chapter 18 of the ShoreTel Administration Guide. By default, Virtual Trunk switches include predefined SIP Media Proxy resources; therefore, no configuration is required. With Physical Switches, SIP Media Proxy resources are not allocated by default and must be configured as per requirement. Please refer to the ShoreTel Partner guide for additional details about SIP Media Proxy and SIP Trunk capacity at the following location tel_13_partner_guide.pdf. This same guide is also applicable for half width physical switches in14.x release. Page 10 of 63

11 4 Configuration Component Overview This section provides a more detailed description of the ShoreTel / Ingate requirements and configuration. The ShoreTel / Ingate environment is shown next. MGCP PSTN SIP RTP (voice) Private Side Public Side Application Server Switch AT&T Customer Edge Router Network Gateway Border Element ShoreTel IP PBX Ingate SBC IP Border Element Cisco router With Voice GW Legacy Circuit PBX Figure 3 Configuration Component Overview The ShoreTel / Ingate customer premises site shall consist of the following components: ShoreTel IP Phones The ShoreTel IP Phones run MGCP and exchange MGCP messages with the ShoreGear switches. ShoreTel PBX This PBX connects to the IP phones using MGCP. It connects to the Ingate Session Border Controller using SIP. The ShoreTel PBX implements PBX functionality including phone features, calling routing, voice mail, etc. Ingate Session Border Controller (SBC) The Ingate SBC exchanges SIP with the ShoreGear switches. This SBC then exchanges the SIP messages with the AT&T network. The Ingate SBC performs some SIP conversion functions to resolve incompatibilities between the ShoreGear switches and the AT&T network. In particular, during a phone to phone transfer, Ingate translates the ShoreTel SIP Refer message to a SIP re-invite. The AT&T network does not currently support the SIP Refer message. AT&T Managed Router (AT&T managed) This is the router managed by AT&T. The router shall perform network address translation, packet marking and QOS for voice. Page 11 of 63

12 As shown in the diagram above, MGCP signaling is used between the IP phones and the ShoreGear switches. The ShoreGear switch uses SIP to communicate to the Ingate SBC. The Ingate SBC then uses SIP to communicate to the AT&T network. The RTP voice traffic flows from the IP phones to the Ingate SBC and then to the AT&T network. The configuration information below shows examples for configuring ShoreTel and Ingate. Even though configuration requirements can vary from setup to setup, the information provided in these steps, along with ShoreTel Planning and Installation Guide including documentation provided by Ingate and AT&T s IP Flexible Reach-Enhanced Features Service, should prove to be sufficient. However every design can vary and some may require more planning than others. 5 Configuration Guide ShoreTel Configuration This section describes the ShoreTel system configuration to support SIP Trunking. The section is divided into general system settings and trunk configurations (both group and individual) needed to support SIP Trunking. Note: ShoreTel basically just points its Individual SIP Trunks to the Ingate SIParator. ShoreTel System Settings General: The first settings to address within the ShoreTel system are the general system settings. These configurations include the Call Control, the site and the Switch Settings. If these items have already been configured on the system, skip this section and go on to the ShoreTel System Settings Trunk Groups section below. Call Control Settings: The first settings to configure within ShoreWare Director are the Call Control Options. To configure these settings for the ShoreTel system, log into ShoreWare Director and select Administration then Call Control followed by Options (Figure 4). Page 12 of 63

13 Figure 4 Administration Call Control Options The Call Control Options screen will then appear (Figure 5). Page 13 of 63

14 Figure 5 - Call Control Options In the General parameters, the DTMF Payload Type (96 127) defaults to a value of 102, and no modification is necessary to interoperate with AT&T. Within the SIP parameters; confirm that the appropriate settings are made for the Realm Enable SIP Session Timer and Always Use Port 5004 for RTP parameters. The Realm parameter is used in authenticating all SIP devices. It is typically a description of the computer or system being accessed. Changing this value will require a reboot of all ShoreGear switches serving SIP extensions. It is not necessary to modify this parameter to get the ShoreTel IP PBX system functional with AT&T. Verify that the Enable SIP Session Timer box is checked (enabled). Next the Session Interval Timer needs to be set. The recommended setting for Session Interval is 3600 seconds. The last item to select is the appropriate refresher (from the pull down menu) for the SIP Session Timer. The Refresher field will be set either to Caller (UAC) [User Agent Client] or to Callee (UAS) [User Agent Server]. If the Refresher field is set to Caller (UAC), the Caller s device will be in control of the session timer refresh. If Refresher is set to Callee (UAS), the device of the person called will control the session timer refresh. Page 14 of 63

15 The next settings to verify are the Voice Encoding and Quality of Service, specifically the Media Encryption parameter, make sure this parameter is set to None, otherwise you may experience one-way audio issues. Please refer to ShoreTel s Administration Guide for additional details on media encryption and the other parameters in the Voice Encoding and Quality of Service area. The ShoreTel legacy parameter Always Use Port 5004 for RTP should be disabled by default, if it s enabled you will need to disable it. It is required for implementing SIP on the ShoreTel system. For SIP configurations, Dynamic User Datagram Protocol (UDP) must be used for RTP Traffic. If the parameter is disabled, Media Gateway Control Protocol (MGCP) will no longer use UDP port 5004; MGCP and SIP traffic will use dynamic UDP ports. Once this parameter is disabled (unchecked), make sure that everything (IP Phones, ShoreGear Switches, Shoreware Server, Distributed Voice Mail Servers / Remote Servers, Conference Bridges and Contact Centers) is fully rebooted this is a one time only item. By not performing a full system reboot, one-way audio will probably occur during initial testing. Sites Settings: The next settings to address are the administration of sites. These settings are modified under the ShoreWare Director by selecting Administration then Sites (Figure 6). Figure 6 Site Administration This selection brings up the Sites screen. Within the Sites screen select the name of the site to configure. The Edit Site screen will then appear. The only changes required to the Edit Site Page 15 of 63

16 screen are to the Admission Control Bandwidth and Intra-Site / Inter-Site Calls parameters (Figure 7). Figure 7 Site Bandwidth settings Note: Bandwidth of 2048 is just an example. Please refer to the ShoreTel Planning and Installation Guide for additional information on setting Admission Control Bandwidth. Sites Edit screen Admission Control Bandwidth The Admission Control Bandwidth defines the bandwidth available to and from the site. This is important as SIP trunk calls may be counted against the site bandwidth. Bandwidth needs to be set appropriately based on site setup and configuration with AT&T s IP Flexible Reach-Enhanced Features Service. Please refer to the ShoreTel Planning and Installation Guide for additional information. Sites Edit screen Intra / Inter-Site Calls By default, ShoreTel 14.x has 12 built-in codecs; these codecs can be grouped as Codec Lists and defined in the sites page for Inter-site and Intra-site calls. Configure the "Intra-Site Calls" option to a Codec List that contains the desired codecs and save the change. When establishing a call with AT&T IP Flexible Reach-Enhanced Features Service the preferred codec choice is G.729. The site that the SIP Trunk Group belongs to will determine which Intra-Site Codec List will be utilized be sure to move the desired codec up the list for higher priority. In this case, Very Low Bandwidth Codecs can be used for Intra-site and Inter-Site calls which have G.729 as preferred codec list followed by G.711. Please refer to the ShoreTel Planning and Installation Guide for additional information. Switch Settings - Allocating Ports for SIP Trunks The final general settings to configure are the ShoreGear switch settings. These changes are modified by selecting Administration then Platform Hardware, then Voice Switches / Service Appliances followed by Primary in ShoreWare Director (Figure 8). Page 16 of 63

17 Figure 8 Administration Switches This action brings up the Primary Voice Switches / Service Appliances screen. From that screen simply select the name of the switch to configure. The Edit ShoreGear Switch screen will be displayed. Within the Edit ShoreGear Switch screen, select the desired number of SIP Trunks from the ports available (Figure 9). Page 17 of 63

18 Figure 9 ShoreGear Switch Settings Each port designated as a SIP Trunk enables the support for 5 individual trunks. Note: If you would like Jack based Music On Hold (MOH) to be played when calls are on hold, then the MOH source needs to be the same ShoreGear switch as the SIP Trunks. This is only applicable for ShoreTel Physical Switches. Starting with ShoreTel 13, the additional option of Port Type was added for half-width ShoreGear switches. The new selection is called SIP Trunk with Media Proxy. It ensures that the ShoreTel system that is being used for SIP Trunks will provide feature parity similar to PRI trunks. These feature include RFC 2833 DTMF detection for Office Anywhere, External or Simultaneous Ring calls, three party Mesh Conferencing (without needing to configure MakeMe conference ports), Call Recording, Silent Monitoring, Barge-In, Whisper Page, Invites with no SDP and when there s no common codec between ITSP and the local extension. Page 18 of 63

19 By default, ShoreTel Virtual Trunk Switches include SIP Media Proxy resources; therefore, no configuration is required. For further information on SIP Trunk with Media Proxy please refer to Chapter 18 of the ShoreTel 14.x System Administration Guide. ShoreTel System Settings Trunk Groups ShoreTel Trunk Groups only support Static IP Addresses for Individual Trunks. In trunk planning, the following needs to be considered. - Ingate SIParator LAN and WAN interfaces should always be configured to use a Static IP Address. The settings for Trunk Groups are changed by selecting Administration, then Trunks followed by Trunk Groups within ShoreWare Director (Figure 10). Figure 10 Administration Trunk Groups This selection brings up the Trunk Groups screen (Figure 11). Figure 11 Trunk Groups Settings Page 19 of 63

20 From the pull down menus on the Trunk Groups screen, select the site desired and select the SIP trunk type to configure. Then click on the Go link from Add new trunk group at site. The Edit SIP Trunk Group screen will appear (Figure 12). Figure 12 SIP Trunk Group Settings The Enable SIP Info for G.711 DTMF Signaling parameter should not be enabled (checked). Enabling SIP info is currently only used with SIP tie trunks between ShoreTel systems. The Profile: parameter should be left at a default setting of AT&T, it is not necessary to modify this parameter when connecting to AT&T SIP Trunking via an Ingate SIParator. If there s another profile selected, click on the down arrow (pull-down menu) and select AT&T sip profile. The Enable Digest Authentication parameter defaults to <None> and modification is not required when connecting to AT&T SIP Trunking. The next item to change in the Edit SIP Trunks Group screen is to make the appropriate settings for the Inbound: parameters. (Figure 13). Page 20 of 63

21 Figure 13 Inbound: Within the Inbound: settings, ensure the Number of Digits from CO: is configured to a value of 10, this is the number of digits that the ShoreGear SIP trunk switch will be receiving from AT&T SIP Trunking. Enable (check) the DNIS or DID parameters as needed. It is no longer needed to enable the Extension and Tandem Trunking parameter. For additional information on these parameters please refer to the ShoreTel Administration Guide. The following section is configured in the same way as any normal Trunk Group. Page 21 of 63

22 Figure 14 Outbound and Trunk Services: Enable (check) the Outbound parameter and define a Trunk Access Code and Local Area Code as appropriate. In the Billing Telephone Number: be sure to specify the main telephone number provided by AT&T IP Flexible Reach-Enhanced Features Service for your account. In the Trunk Services: area, make sure the appropriate services are enabled or disabled based on what AT&T IP Flexible Reach-Enhanced Features Service supports and what features are needed from this Trunk Group. You will need to enable (check) the Enable Original Called Information parameter. This allows the ShoreTel system to include the called telephone number as part of a SIP Diversion header for forwarded calls. The parameter Caller ID not blocked by default determines if the call is sent out as <unknown> or with caller information (Caller ID), be sure to enable (check) this parameter. User DID will impact how information is passed out to the SIP Trunk group. After these settings are made to the Edit SIP Trunk Group screen, select the Save button to input the changes. The final parameters for configuration in the Trunk Group are Trunk Digit Manipulation (figure 15): Page 22 of 63

23 Figure 15 Trunk Digit Manipulation: The only parameter that needs adjustment (from default) to interface with AT&T IP Flexible Reach- Enhanced Features Service is Dial 7 digits for Local Area Code, disable (uncheck) this parameter. Save the changes. Configuring Star Codes Support for AT&T Enhanced Services: Figure 16 ShoreTel Director Support Entry Page 23 of 63

24 Goto ShoreTel Director login page and on your keyboard, hold down the <CTRL> and <Shift> keys and with the mouse pointer click on the U of the Username: field. This will enable the Support Entry mode of the ShoreTel Director, as referenced below in (Figure 16).Log into ShoreTel Director with your normal administration user credentials. Navigate to the Edit SIP Trunk Group page, by selecting Administration followed by Trunks, then Trunk Groups, then in the Trunk Groups page, select the Trunk Group you created for AT&T.This action brings up the Edit SIP Trunk Group page. Scroll down to the bottom of the page, in the Trunk Group Dialing Rules: parameter section, to the right of the Custom: parameter click on the Edit button as noted below Trunk Group Dialing Rules: Figure 17 Trunk Group Dialing Rules -Custom This action brings up the Trunk Groups Dialing Rules Webpage Dialog as noted below: Trunk Groups Dialing Rules Webpage Dialog: Figure 18: Trunk Groups Dialing Rules Webpage Dialog Page 24 of 63

25 In the blank area of the Webpage Dialog, enter <*X.>X.%140G and then click on the Save button. Be sure to enter the exact syntax, this includes the semicolon and other special characters. This syntax is case sensitive, verify that with above given figure. This custom Dial Plan is required to Support AT&T Enhanced Services which requires Star Codes to activate and deactivate Enhanced Services. This completes the settings needed to set up the trunk groups on the ShoreTel system. ShoreTel System Settings Individual Trunks: This section covers the configuration of the individual trunks. Select Administration, then Trunks followed by Individual Trunks to configure the individual trunks (Figure 19). Figure 19 Individual Trunks The Trunks by Group screen is used to change the individual trunks settings that appear (Figure 20). Figure 20 Trunks by Group Select the site for the new individual trunk(s) to be added and select the appropriate trunk group from the pull down menu in the Add new trunk at site area. In this example, the site is Headquarters and the trunk group is AT&T, as created above, see Figure 20. Click on the Go button to bring up the Edit Trunk screen (Figure 21). Page 25 of 63

26 Figure 21 - Edit Trunks Screen for Individual Trunks From the individual trunks Edit Trunk screen, input a name for the individual trunks, select the appropriate switch, select the SIP Trunk type and input the number of trunks. When selecting a name, the recommendation is to name the individual trunks the same as the name of the trunk group so that the trunk type can easily be tracked. Select the switch upon which the individual trunk will be created. For the IP Address, define the IP address of the Ingate SIParator product. The last step is to select the number of individual trunks desired (each one supports one audio path example if 10 is configured, then 10 audio paths can be established at one time). Once these changes are complete, select the Save button to commit changes. Note: Individual SIP Trunks cannot span networks. SIP Trunks can only terminate on the switch selected. There is no failover to another switch. For redundancy two trunk groups will be needed with each pointing to another Ingate SIParator just the same as if PRI were being used. After setting up the trunk groups and individual trunks, refer to the ShoreTel Planning and Installation Guide to make the appropriate changes for the User Group settings. This completes the settings for the ShoreTel system side. ShoreTel Technical Support In the event that you have problems with the ShoreTel system you may contact ShoreTel Technical Assistance Center at +1 (800) (Toll Free) or +1 (408) (International). A support contract must be in place before any assistance will be provided, for contract / account questions please send an to shorecare_admin@shoretel.com. Page 26 of 63

27 6 Ingate Configuration The Ingate product can be configured using two alternative methods: (a) the Ingate StartupTool via a wizard for a complete first time configuration (covered in this document), or (b) the traditional configuration via the web GUI (which is not covered in this document refer to the Ingate manual for additional information or contact a trained Ingate engineer). Ingate Startup Tool When you have received your Ingate device, unpack it and connect it to the network according to Ingate SIParator start guide. Install the StartupTool on a Windows PC (should be on same subnet as Ingate) and start the tool. Note: Ping is disabled both on the LAN and WAN interfaces by default; consult the Ingate documentation to enable if needed. 6.1 Select Product Type When the Startup Tool launches from the drop down tool select Ingate Firewall / SIParator (this is the default selection) from the drop down and click Next. Figure 22 Select Product Type Page 27 of 63

28 6.2 Configure the unit for the first time Select the radio button Configure the unit for the first time and the check box Configure SIP Trunking. Next step is to input the IP Address needed for Eth0 interface (Eth0 is normally used for LAN). Must input the MAC Address followed by inserting the desired password. Next click Contact as shown in Figure 23. Note: This tool can also be used once the device is already configured, though this document only covers first time installation. If the IP Address and password were configured via the serial interface, as per the Ingate Install Guide, then simply check the Change or update configuration of the unit radio button, these steps are not part of this document. Figure 23 Configuration Options and connecting to device Page 28 of 63

29 6.3 Network Topology Select the first tab called Network Topology in this application note the design is based on DMZ- LAN SIParator and will utilize two Ethernet ports. Eth0 should be addressed for use in the LAN and Eth1 should be configured with a WAN address as shown in Figure 24. Note: The configuration tool allows for configuration of the WAN gateway address shown in Figure 24. The steps to configure LAN gateway or any Static Routes will be covered further down in the document. Configure - LAN (Inside Eth0) IP Address with Netmask - WAN (Outside Eth1) IP Address with Netmask - Gateway this is the WAN (Outside) IP Address. - Allow https access... is optional and is not covered in this document - Use NATing firewall parameter may or may not be applicable for your setup, depending upon Product Type and Network Setup. - Next set the IP address of a DNS Page 29 of 63

30 Figure 24 Network Topology. Page 30 of 63

31 6.4 IP-PBX This area needs the IP Address of the ShoreTel ShoreGear switch which has the Individual Trunks configured. Click on the IP-PBX tab at the top of the window and from the drop down Type select ShoreTel and then define the IP Address of the ShoreGear switch that contains the SIP Trunks, as shown in Figure 25. Note: Do NOT enable (check) Use domain name. Figure 25 IP-PBX Page 31 of 63

32 6.5 ITSP Configuration This part of the setup is pointing the WAN (Outside) interface to the AT&T IP network as shown in Figure 26. NOTE: Please contact your AT&T Customer Care Representative for the proper IP address or addresses to utilize. This is where the calls are being sent so AT&T can route the calls appropriately. - Click on the ITSP_1 tab at top of the page (ITSP = Internet Telephony Service Provider) - From the drop down select AT&T - Next enter the IP Address provided by AT&T IP Flexible Reach-Enhanced Features Service Customer Care Representative. Note: For the Enhanced IP Flexible Reach solution, two ITSP IP Addresses are required. These IP Addresses will be of the primary and secondary IP Border Element in AT&T Network. Please refer to Section 9, Configuring Ingate for a secondary Border Element, for instructions on how to provision the secondary Border Element IP Address. Page 32 of 63

33 Figure 26 ITSP Configuration 6.6 Upload Configuration This step will now upload the configuration onto the Ingate device. Click the last tab called Upload Configuration as shown in Figure By default Verbose Logging is enabled, do not modify. - Next click the radio button Logon to web GUI and apply settings Page 33 of 63

34 Note: Optional to backup the configuration prior to uploading, though if this is a new system backing it up isn t needed. - Click on Upload to begin the configuration process. Figure 27 Upload Configuration Page 34 of 63

35 6.7 Success Once complete, a window will pop-up telling the administrator that the process was a success as shown in Figure 28. When OK is clicked a web page will open as the administrator is redirected to the web login for the Ingate SIParator just configured. Figure 28 - Success 6.8 Logging into the Ingate web interface Login using admin and the password configured in step 6.2. Next click on Log in as shown in Figure 29 Figure 29 Log in Page 35 of 63

36 6.9 Saving Modifications Once logged in the web page should display Save / Load Configuration. Click on the Apply Configuration as shown below in Figure 30. Figure 30 Apply Configuration After clicking the Apply configuration button you will be presented with a new page, as shown below in Figure 31. Figure 31 Save Configuration Then click on the Save configuration button, you have now successfully applied and saved the Ingate SIParator configuration. Page 36 of 63

37 From the web interface click on the top tab called Network and then click on Network and Computers. Replace IP address of ATT network from default with Public IP provided by ATT IP Flexible Reach-Enhanced Services Customer Care Representative. Your Network page should look similar to screenshot given below. Figure 32 Networks and Computers Note: If the LAN (Inside) interface is connected to a network with only one subnet, then continue to section 7. If other subnets exist on the LAN network i.e. phones and switches are located on different subnets, then we need to add those subnet to config. To do so, please follow next section on how to configure a LAN gateway and static routes so traffic can reach those networks Configuration of Default Gateway Note: This would have been configured by the Setup Tool (see section 6.3 Network Topology above). From the web interface click on the top tab called Network and then click on Default Gateways. Next fill in the following fields as shown in Figure 33. Enter the gateway address of the WAN (Outside) network Select the Outside (eth1) interface from the drop down Click Save at the bottom of the page. Page 37 of 63

38 Figure 33 Default Gateway configuration 6.11 Eth0 LAN (Inside) Static Route Click on Eth0 tab and at the bottom of the page is a section called Static Routing. Complete the following as shown in Figure 31. DNS Name or Network Address, enter in the Network portion that covers all IP Address (subnets) in the LAN network. For example if the network has plus and then 10 is the common (first octet) portion of the address. One would then use in this example 10 is the network and the three zero s represent endpoints or hosts. What this means is anything with a 10.x.x.x type address will route out the LAN (Inside) interface vs. going out the WAN (Outside) interface which is set to Next is Netmask / Bits some call this Subnet Mask for the LAN (Inside) network. In this example it would be (each 255 represents the network portion of the address and the 0 represents end devices or hosts. Final field is Router or gateway off the LAN (Inside) network. In this section the interface ask s for DNS Name or IP Address. In our example we input the IP Address of the Gateway. Normally it might be something like Page 38 of 63

39 Final step is to click Save Figure 34 Static Routing LAN (Inside) Interface Note: Be sure to apply and save any configuration changes as outlined in section 6.9 Saving Modifications. Page 39 of 63

40 7 Configuring SIP Media Port Range AT&T IP Flexible Reach-Enhanced Features Service might require SIP media Port Range to be configured within certain range which is different from default values preconfigured in Concentrator. To change this, please use the Ingate Web GUI, select the SIP Services tab, and then select the Basic page. Scroll down to the SIP Media Port Range parameter section and change default port range from to Figure 35 SIP Media Port Range 8 Configuring Ingate to convert 4 or 7 digit called number to 10 digits It is possible for AT&T IP Flexible Reach-Enhanced Features Service to provision your service to receive 10, 7 or 4 digit Direct Inward Dial (DID) call. As noted previously, the ShoreTel trunk group configuration only allows for one or the other not all three. If required, Ingate can be configured to convert the 4 or 7 digit calls to 10 digits. Using the Ingate Web UI, select the SIP Trunks tab. Page 40 of 63

41 Figure 36 Configuring SIP Trunks Select / Click on the Goto SIP Trunk page button. This action brings up the configured SIP Trunk. Figure 37 Enable SIP Trunks Scroll down to the Main Trunk Line parameter section. Figure 38 Configuring 4 or 7 Digit conversion to 10 Digits. Page 41 of 63

42 In the Incoming Calls section, you will need to modify, both the Incoming Trunk Match and Forward to areas. The Incoming Trunk Match will contain (.*) by default (without quotes), you will need to modify this to the following: If the number of inbound digits is 7, use the following: ([0-9]{7}) If the number of inbound digits is 4, use the following: ([0-9]{4}) You need to add [0-9]{7} in between the parentheses and remove the period and asterisk. This regular expression causes Ingate to match on inbound calls that have any digits zero through 9 and are seven (or four) digits in length. The Forward to will $1 by default (without quotes), you will need to modify this to the following: If the number of inbound digits is 7, use the following: 732$1 If the number of inbound digits is 4, use the following: $1 Notice that the original Forward To entry did not have 732 preceding the $, these are the digits that are going to be added to the call. If you re receiving 4 digits then you will need to pre-pend six digits instead (i.e ) to convert the call to ten digits. NOTE: The example above is pre-pending 732 (and ), this is the area code (NPA) for the call on a seven digit inbound call, be sure to add the appropriate area code (NPA) for your deployment and if you re prepending six digits be sure to include the appropriate NXX (i.e. 368) for your deployment. Save the modifications and be sure to apply them, as noted in section 6.9 Saving Modifications. 9 Configuring Ingate for a secondary Border Element If this is not a Business In a Box (BIB) solution the AT&T IP Flexible Reach-Enhanced Features Service will provide you with multiple IP addresses for the Border Element, this is for failover conditions. You will need to add the secondary IP addresses in the Ingate configuration. Log into the Ingate Web UI and navigate to the SIP Trunks page, see screenshots above on how to navigate to the SIP Trunks page, then in the SIP Trunking Service parameters you will see the Service Provider Domain:, it will contain the primary TCP/IP address configured during the Startup Tool. Go to the end of the IP address and enter a, (comma without the quotes) and enter the secondary IP address provided. Be sure to not include any spaces. Page 42 of 63

43 Figure 39 Configuring Secondary Border Element In this example the primary Border element IP address is , all outbound calls will first attempt to utilize this Border element. The secondary IP address ( , which is not present in the screenshot) will only be used if the primary fails. Again, be sure to not include any spaces between the primary and secondary IP addresses. Save the Changes Next step is to goto Sip Services tab and then click on the Basic tab and add both Border element IP addresses to monitor, under SIP Servers to Monitor. If any border element goes down, Ingate will failover to the other available border element. Save the change and be sure to apply them, as noted in section 6.9 Saving Modifications. Page 43 of 63

44 10 Configuring Ingate SIParator to respond to Options messages Starting ShoreTel 13, ShoreTel adds the ability to determine whether the SIP trunks are in service or not, it does so via the SIP OPTIONS message. By default Ingate responds to the OPTIONS message, which should be sufficient, but is not optimal since Ingate will be operational for the most part. Instead we recommend that you configure Ingate to pass the OPTIONS message onto to AT&T network, this way if there s a connectivity issue between Ingate and AT&T, ShoreTel can properly take the SIP trunks out of service. This feature helps ShoreTel users to failover to different Trunk, if available.. Log into the Ingate Web GUI, select the SIP Traffic tab, followed by the Dial Plan page. Scroll down to the Matching Request URI section and click on the Add new rows button. Figure 40 Sip Options- Matching Request-URI In the Name field define a name, we chose OPTIONS-Ping for clarity, then in the Tail field, use the drop down arrow and select nothing, finally in the Domain field enter Ingate s LAN interface IP address, which will be the IP address defined for ShoreTel s Individual SIP Trunks. Locate the Forward To section and click on the Add new rows button. Figure 41 Sip Options - Forward To In the Name field define a name, we chose AT&T-Options, then in the Replacement Domain field enter the TCP/IP address provided by AT&T, and in the Port field enter 5060, Page 44 of 63

45 finally in the Transport field enter UDP. Scroll down to the bottom of the page and click on the Save button. Locate the Dial Plan section and click on the Add new rows button. Figure 42 Sip Options Dial Plan The No. field will automatically increment, modify the number to be one above the entry that contains WAN, in our example we changed the number to 2. In the From Header field, use the drop down to select ShoreTel ShoreGear, then in the Request-URI field, use the drop down to select the Request-URI created earlier (in our example it is OPTIONS-Ping ), then in the Action field use the drop down to select Forward. Finally in the Forward To field, use the drop down to select Forward To selection to AT&T-Options which we have created earlier in our example. Scroll down to the bottom of the page and click on the Save button. Be sure to apply and save the configuration change, as noted at the end of the Startup Tool section above. 11 Configuring Ingate SIParator to overwrite the From, Diversion and P-Asserted header host portion By default the ShoreTel / Ingate solution sends the SIP From and Diversion headers host portion with the ShoreTel ShoreGear SIP trunk switch internal TCP/IP address. This may cause routing issues within the AT&T IP Flexible Reach-Enhanced Features Service, you will need to configure Ingate to overwrite the From and Diversion headers host portion with Ingate s external (Eth1) interface TCP/IP address. The first header to modify is the From header. Log into the Ingate SIParator Web UI, then select the SIP Trunks tab and select the configured trunk. Page 45 of 63

46 Figure 43 Overwrite FROM Header Scroll down to the From header domain: parameter area,if you are not using NAT, select the External IP address radio button. If you are using NAT, select the as entered: radio button and enter the desired TCP/IP address in the From domain: parameter. In our example we are using NAT and entered as the desired IP address. The next header to modify is the Diversion and P-Asserted header, scroll down to PBX Lines parameter section. Page 46 of 63

47 Figure 44 Overwrite P-Asserted and Diversion Headers Go to the Outgoing Calls parameter section, in the entry No. 2, for the User Name you will see $1, this is the default setting. At the end of this expression string add the following:?p-asserted-identity=sip%3a$(p-asserted- Identity.user)% %3a5060&Diversion[1]=sip%3a$(diversion[1].user)% :5060 When you have added the string, the entire expression will be similar to the following: $1?P-Asserted-Identity=sip%3a$(P-Asserted- Identity.user)% %3a5060&Diversion[1]=sip%3a$(diversion[1].user)% :5060 The difference will be the TCP/IP address (note: it is in bold in the examples), which will be what you defined in section 6.5 ITSP Configuration of the Setup Tool or the NAT address, in our example it s the NAT IP address. NOTE: Regular expressions are only available with Ingate version (or greater). The final parameter to modify is the Match From Number/User in field: parameter. Page 47 of 63

48 Figure 45 Match From Number/User in field Scroll down to the Setup for the PBX parameter section. In the Match From Number/User in field: parameter, use the drop down arrow and select P-Asserted-Id URI option. The default setting is From URI, be sure to change it as noted in the screen shot above. Save the change and be sure to apply them, as noted in section 6.9 Saving Modifications. 12 Removing Record-Route Header It may be necessary to configure the Ingate SIParator / Firewall to not send Record- Route header in SIP Signaling. Using the Ingate Web GUI, select the SIP Services tab, then select the Interoperability page. Scroll down to the Hide our Record-Route header parameter section. Page 48 of 63

49 Figure 46 Removing Record-Route Header Checkmark the box for the parameter Hide our Record-Route header for all SIP servers Save the change and be sure to apply them, as noted in section 6.9 Saving Modifications. 13 Adding G729 codec support While using Ingate Startup tool, default behavior of Ingate might be restrict calls to G711 only. To enable Ingate to handle G729 media as well, please login to Ingate Web GUI, select the SIP Services tab, and then select the Sessions and Media page. Scroll down to the Limitation of RTP Codecs parameter section. Select Limit Codecs as Configured radio button and add new row and select type as audio and Name as G729 and then select Yes in drop-down menu of Allowed column as shown in screenshot below. Figure 47 Adding G729 codec support Save the change and be sure to apply them, as noted in section 6.9 Saving Modifications. Page 49 of 63

50 14 Troubleshooting Troubleshooting Call Failures Symptom: Inbound Workgroup or Huntgroup calls fail or Office Anywhere External calls fail to establish properly. You may see 491 Request Pending SIP signaling messages in the SIP call traces. Log into the Ingate SIParator and modify the following parameters: By default the Ingate Startup Tool configures the Signaling Order of Re-INVITEs for Send response before re-invites are forwarded, while this is correct for the majority of the AT&T IP Flexible Reach-Enhanced Features Services some may require that you configure the Signaling Order of Re-INVITEs to Send re-invites all the way directly, this parameter is located under SIP Services followed by Interoperability, then scroll to the middle of the page. Be sure to save the change then apply the configuration as noted in section 6.9 Saving Modifications. In addition to the above changes you should also modify the B2BUA request pending timeout parameter as shown below in next issue. Troubleshooting Call Failures to numbers Symptom: Outbound Call to numbers fail. You may see 491 Request Pending SIP signaling messages in the SIP call traces You can modify the B2BUA request pending timeout parameter located under SIP Services followed by Sessions and Media, then scroll to the bottom of the page in the Requests parameter area. Configure the B2BUA request pending timeout parameter to a value of 3. NOTE: This parameter is only available with Ingate version (or greater). Other than B2BUA Parameter, you can also modify Default timeout for INVITE requests: and set it to larger value like 90 second and maximum timeout to 125 seconds. Page 50 of 63

51 If needed, you can also increase maximum number of retransmission for both Invite and Non-Invite request to recommended value of 10. Again, be sure to save the change then apply the configuration as noted in section 6.9 Saving Modifications. If you still continue to experience problems please contact ShoreTel s Technical Assistance Center for further assistance. Allow Multiple Sender Media Streams If you are receiving different IP for Media stream other than what is configured for SIP signaling, please make sure following configuration is correct Log into the Ingate SIParator and goto SIP Services tab and then click on Session and Media and make sure Media configuration is set to Allow multiple sender IP addresses and ports. Save the change then apply the configuration as noted in section 6.9 Saving Modifications Page 51 of 63

52 Troubleshooting Music On-Hold (MOH) Symptom: Placing a call on-hold results in no music on-hold (MOH) audio being generated to the external party. Log into the Ingate SIParator and modify the following parameter: Go to the SIP Services page then select the Interoperability page, scroll towards the bottom of the page and locate the Inhibit Hold parameter and set it to Inhibit hold. Save the change then apply Page 52 of 63

53 the configuration as noted in section 6.9 Saving Modifications. This inhibit hold feature is required to convert SDP attribute of hold INVITE from sendonly to sendrecv If you still continue to experience problems please contact ShoreTel s Technical Assistance Center for further assistance. Troubleshooting Conferencing Failures In the event that you experience issues with conferencing calls, verify that you have configured Conference resources on the ShoreGear switch. You can also do so by selecting Administration then Platform Hardware, then Voice Switches / Service Appliances followed by Primary in ShoreWare Director. This action brings up the Switches screen. From the Switches screen simply select the name of the switch to configure. The Edit ShoreGear Switch screen will be displayed. Within the Edit ShoreGear Switch screen, select the desired number of Conference resources from the ports available. Page 53 of 63

54 You must enable a minimum of four ports for Conference, otherwise the ShoreTel system will complain. For additional information on Conference ports please refer to the ShoreTel Administration Guide. Troubleshooting Outbound Calls Symptom: When trying to make a call from an internal ShoreTel extension to PSTN, there is no ringing signal on the PSTN phone. Note: If you get a ringing signal on the PSTN phone, these troubleshooting steps will not help you to find the problem. Please contact your sales representative for support. Page 54 of 63

55 Following is an outbound traffic troubleshooting overview. Get a log for the failing call: First try to make a call to a PSTN number from a ShoreTel phone and notice the behavior on the ShoreTel phone as well as on the PSTN phone. Next step is to search the log on the Ingate. Log into the Ingate box and navigate to the Display Log page. Make necessary settings on this page according to the picture below. Especially make sure that you have the highlighted checkboxes in the correct state. Page 55 of 63

56 Then press Display log on the top of the same page. You will now see a log of all SIP packets received and sent by the Ingate, with the newest log entry on the top. Ensure the signaling is received from the ShoreTel: Localize the call initiation from the ShoreTel by searching for invite sip in your browser. You should look for the first packet coming from the ShoreTel system that starts with a recv from <IP address of the ShoreGear switch> as you can see in the example (only the first lines of the log messages are shown here). >>> Info: sipfw: recv from :5060 via UDP connection 12746: INVITE sip: @ :5060 SIP/2.0 Page 56 of 63

57 If you cannot find a packet like the one above, the problem is in the communication from ShoreGear to the Ingate. Follow these steps: 1. Make sure the configuration is applied. If you have the text: Changes have been made to the preliminary configuration, but have not been applied just above the tabs on the top of the page you need to apply the settings. Retest if settings applied. 2. Make sure the Ingate SIP module is turned on, SIP Services SIP Module On. Retest if you change any setting. 3. Make sure the ShoreTel configuration is correct. Check the IP address pointing at Ingate one extra time. Retest if you change any setting. 4. Make sure there is IP connectivity between the ShoreTel and Ingate. On the Ingate use: Logging and Tools Check Network. Contact your network administrator for assistance if needed. If none of the steps above solves the problem, contact ShoreTel Technical Assistance Center for support. Ensure that the signaling to the AT&T IP Flexible Reach-Enhanced Features Service works: If you find the incoming packet, you should find a similar packet leaving the Ingate just above (just after in time) the incoming packet. The first rows of the outgoing packet will look something like this: >>> Info: sipfw: send sf (0x ) to :5060 via UDP connection 12748: INVITE sip: @ :5060;transport=udp SIP/2.0 If you don t see the outgoing packet, something is probably wrong with the Ingate configuration or you lack Internet connectivity: 1. Make sure the Ingate is configured correctly. 2. Make sure the IP connectivity between the Ingate and the ITSP is working. On the Ingate use: Logging and Tools Check Network and ping the ITSP IP address. Contact your network administrator for assistance if needed. If you see a packet sent from the Ingate, verify that it was sent to the IP address provided by the ITSP. If not, correct your configuration and retest. If none of the steps above solves the problem, contact your sales representative for support. Page 57 of 63

58 Troubleshooting Inbound calls Symptom: When trying to make an inbound call to a ShoreTel phone via the SIP Trunk, there is no ringing signal on the ShoreTel phone. Note: If you get a ringing signal on the ShoreTel phone, these troubleshooting steps will not help you to find the problem. Please contact your sales representative for support. Inbound troubleshooting overview Get a log for the failing call: First try to make a call to a ShoreTel phone from a PSTN phone and notice the behavior on the ShoreTel phone as well as on the PSTN phone. Next step is to search the log on the Ingate. Log in to the Ingate box and navigate to the Display Log page. Make necessary settings on the logging page according to the picture below. Especially make sure that you have the highlighted checkboxes in the correct state. Page 58 of 63

59 Then press Display log on the top of the page. You will now see a log of all SIP packets received and sent by the Ingate, with the newest log entry on the top. Ensure that the signaling is received from the AT&T Enhanced IP Flexible Reach- Enhanced Features Service: Localize the call initiation from the AT&T IP Flexible Reach-Enhanced Features Service by searching for invite sip in your browser. (use Ctrl-F). You should look for the first packet coming from the ITSP system that starts with a recv from <IP address of the ITSP> as you can see in the example (only the first lines of the log message are shown here). Page 59 of 63

60 >>> Info: sipfw: recv from :5060 via UDP connection 12748: INVITE SIP/2.0 If you cannot find a packet like the one above, the problem is in the communication from the ITSP to the Ingate. Follow these steps: 1. Make sure the configuration is applied. If you have the text: Changes have been made to the preliminary configuration, but have not been applied just above the tabs on the top of the page you need to apply the settings. Retest if settings applied. 2. Make sure you have IP connectivity between the Ingate and your ITSP. On the Ingate use: Logging and Tools Check Network and ping the ITSP IP address. Contact your network administrator for assistance if needed. 3. Make sure the Ingate SIP module is turned on, SIP Services SIP Module On. Retest if you change any setting. If you still don t see any packets in the log, contact your ITSP for further troubleshooting. Ensure correct signaling to the ShoreTel PBX: If you find the incoming packet, you should find a similar packet leaving the Ingate just above (just after in time) the incoming packet. The first lines of the outgoing packet will look something like this: >>> Info: sipfw: send sf (0x ) to :5060 via UDP connection 12746: INVITE sip: ;npdi=yes@ :5060;transport=udp SIP/2.0 If you don t see the outgoing packet, something is probably wrong with the Ingate configuration or you might lack a connection to your LAN where the ShoreTel is located: 1. Ensure you have IP connectivity between ShoreTel and the Ingate. On the Ingate use: Logging and Tools Check Network and ping the ShoreTel IP address. Contact your network administrator for assistance if needed. 2. Make sure your Ingate is configured correctly. If you see the outgoing packet, make sure that it was sent to the IP address that was used by the ShoreGear switch. If the call still fails after executing the steps described above, please contact your sales representative for support. Symptom: When trying to make an inbound call to a ShoreTel phone via the SIP Trunk, the destination party phone rings, but upon answering the call is immediately disconnected. Page 60 of 63

61 Follow the steps above to get a log from the Ingate box, review the log to ensure that you are receiving signaling from AT&T s Enhanced IP Flexible Reach-Enhanced Features Service, then ensure that the correcting signaling is being sent to and from the ShoreTel PBX. If all the signaling is correct review the log and look for the following entry: >>> Info: sipfw: Unexpected routing to internal UA detected. If you see this entry in the log then most likely the ACK s R-URI is incorrect. The inbound INVITE is large which causes Ingate s SIP module to switch to TCP when forwarding it to the B2BUA. When it s over this UDP size threshold the Ingate switches to TCP, when switching to TCP the call fails because there is no termination on any level of the INVITE, the INVITE Times-out, as if there was no ACK sent at all, and a BYE is sent. We can workaround the incorrect ACK s R-URI by prohibiting the Ingate to switch to TCP and just allow large UDP packets. This doesn t address the ACK s incorrect R-URI, but will allow the call to establish properly. Log into Ingate s Web UI and click on the SIP Services tab, followed by the Interoperability tab. Scroll down towards the middle of the page and look for the parameter area named Allow Large UDP Packets, change the setting to Allow large UDP packets, then scroll to the bottom of the page and click on the Save button. Then apply the configuration and save the change as noted in section 6.9 Saving Modifications. If you still continue to experience problems please contact ShoreTel s Technical Assistance Center for further assistance. Ingate Technical Support If you require further assistance with the Ingate SIParator you may contact ShoreTel s Technical Assistance Center (TAC) at +1 (800) (Toll Free) or +1 (408) (International). A support contract must be in place before any assistance will be provided, for contract / account questions please send an to shorecare_admin@shoretel.com. Page 61 of 63