SHORETEL APPLICATION NOTE for Gamma SIP Trunking Date: November 19, 2015 App Note Number: 16004 For use with: Product: System: Gamma SIP Trunking ShoreTel Connect Onsite ShoreTel Connect Onsite Build 21.74.5004.0 This document and its contents was prepared by:
Contents Audience... 3 SIP Trunking Network Components... 5 Features... 6 Configuration... 8 Create Custom Codec Lists and Sites... 9 SIP Trunk Configuration... 11 Summary of Tests and Results... 17 Conclusion... 25 Additional Resources... 25 ShoreTel. Brilliantly simple business communications. Page 2 of 26
Audience This document is intended for the SIP Trunk Customer s technical staff and Value Added Reseller (VAR) having installation and operational responsibilities Introduction This Application Note describes configuration steps for configuring Gamma SIP Trunking to ShoreTel Connect Onsite System. Gamma s Next Generation Network Gamma is one of the UK's largest providers of voice and data services, switching hundreds of millions of minutes per month over our soft switch infrastructure. We only provide services into the business market and place huge emphasis on the availability, reliability and quality of the national fiber network that underpins our products. This is complemented by a comprehensive governance structure that assures the security of our platforms and business continuity of our support services. As such, the majority of our products are accredited to ISO 27001, ISO 22301 and ISO 14001. Our network has been designed and deployed to: Ensure very high levels of system availability through multiple layers of technical and geographic resilience Support all the network elements of a converged solution, provided as an integrated solution or as component parts Support the end-to-end automation of customer transactions between our portal and network platforms enabling customers to place orders, configure services and access a range of product functions, as well as providing a suite of tools to manage billing and usage Facilitate the rapid development and deployment of new product functionality Do all of the above whilst achieving the lowest regulated industry price points, so we can compete evenly with all the major carriers Network Architecture Our network architecture can be broadly broken down into four areas: A deep voice interconnect, an integral part of the UK PSTN The aggregation of data access services (Broadband and Ethernet), internet peering, as well as a number of locations where we provide direct private connectivity to our customers networks An IP-based soft switch that supports over three million busy hour calls The core application and service delivery platforms that support our products and associated portal interfaces ShoreTel. Brilliantly simple business communications. Page 3 of 26
Network Peering We have carrier interconnects with a number of operators including BT, Cable & Wireless, Virgin Media, Talk Talk, Orange, T Systems as well as peering relationships with a number of IP transit providers including Global Crossing, Packet Exchange and Epsilon and an established presence in a number of the main communications hubs such as Telecity 6/7 and 8/9, Telehouse East and North. As our core voice network is IP-based, this infrastructure is also used to support our data services. We have four interconnects with BT spread across two geographic locations to support the aggregation and management of our data services (Broa http://www.gamma.co.uk/support/dband and Ethernet), which provides a high level of resilience and also the ability to assure quality of service (QoS) for Gamma's VOIP traffic. We also partner with Epsilon who is well placed to provide service across its pan-european network. For Gamma Sales and Support please visit: http://www.gamma.co.uk/support/ Figure 1: Gamma Network ShoreTel. Brilliantly simple business communications. Page 4 of 26
SIP Trunking Network Components The network for the SIP Trunk reference configuration is illustrated below and is representative of a ShoreTel Connect Onsite System configuration. ShoreTel Server 10.89.8.2 ShoreTel Virtual Trunk Switch 10.89.8.6 Fax/ Analog ShoreTel Voice Switch ST100A 10.89.8.5 ShoreGear 90 10.89.8.7 Fax/ Analog Customer Premise Gamma GAMMA 10.89.8.0/24 SIP Session Border Controller (SBC) PSTN ShoreTel Virtual Phone Switch 10.89.8.4 VPN ShoreTel 560 172.16.31.175 ShoreTel IP485G 172.16.31.174 ShoreTel IP480 10.89.8.120 ShoreTel IP560 10.89.8.121 Figure 2: SIP Trunk Lab Reference Network Hardware Components ShoreTel Server running Windows Server 2012 ShoreTel Voice Switch (ST100A) ShoreTel ShoreGear Switch (SG90) Analog Fax Machine ShoreTel 560/565 IP Phones ShoreTel 485G IP Phone ShoreTel Virtual Phone Switch Build 21.74.5004.0 ShoreTel Virtual Trunk Switch Build 21.74.5004.0 Software Requirements ShoreTel Connect Onsite Build 21. 74.5004.0 Windows Server 2012 R2 Standard ShoreTel. Brilliantly simple business communications. Page 5 of 26
Features SIP Registration Method This test used a Static Registration Method between the ShoreTel Connect Onsite IP-PBX and Gamma. There is no registration requirement for the ShoreTel PBX. Features Supported Basic calls with G711Ulaw Call Hold and Resume Call Transfer Call Forwarding Three-Way Calling DTMF RFC 2833 Calling Party Number Presentation Calling Party Number Restricted Hunt Group Group Pickup Call Park/un-park Simul Ring Call Forward FindMe Operator Assisted Call Recording Auto-Attendant Fax Call(G711Alaw Pass-through and T38) Bridge Call Appearances(BCA) Work Group Office Anywhere External Silent Monitor / Barge-In / Whisper Page Features Not Supported Digest Authentication ShoreTel. Brilliantly simple business communications. Page 6 of 26
Caveats and Limitations 4.16 ShoreTel Service Appliance Unified Communication System was not tested in the current testbed due to the requirement of additional hardware and licenses (This feature is not covered in this application note) 4.27 Contact Center was not tested in the current testbed due to the requirement of additional hardware (This feature is not covered in this application note) SIP Media Proxy is required to provide feature parity of PRI Trunks with SIP Trunks. This includes features like Office Anywhere, Simultaneous Ringing, 3-way Mesh Conferencing, Call Recording, Silent monitoring, Barge-In, Whisper Page etc. It is enabled by default on ShoreTel Virtual Trunk switches, but needs to be assigned manually on new ShoreTel Voice Switches as well as legacy half-width ShoreGear Switches. For further information on SIP Media Proxy please refer to Chapter 19 of the ShoreTel Connect Administration Guide. NOTE: There may be other feature limitations when using SIP Trunks. Please refer to Chapter 19 of the ShoreTel Connect Administration Guide for more information. ShoreTel. Brilliantly simple business communications. Page 7 of 26
Configuration Configuration Steps In this section an overview is presented of the steps that are required to configure the ShoreTel Connect Onsite IP-PBX for SIP Trunking to Gamma. Table 1 PBX Configuration Steps Step Step 1 Step 2 Description Create Custom and Codec Lists and Sites SIP Trunk Configuration IP Address Worksheet The specific values listed in the table below and in subsequent sections are used in the lab configuration described in this document, and are for illustrative purposes only. The customer must obtain and use the values for your deployment. Table 2 IP Address Worksheet Component MSO Lab Value Customer Value ShoreTel Connect Onsite IP-PBX ShoreTel Server 10.89.8.2 Unique to every deployment ShoreTel Voice Switch ST100A 10.89.8.5 Unique to every deployment ShoreTel ShoreGear 90 10.89.8.7 Unique to every deployment ShoreTel Virtual Trunk Switch 10.89.8.6 Unique to every deployment ShoreTel Virtual Phone Switch 10.89.8.4 Unique to every deployment ShoreTel. Brilliantly simple business communications. Page 8 of 26
Create Custom Codec Lists and Sites Custom Codec Lists 1. Navigate to Features > Call Control > Codec Lists > New 2. Set Description: GAMMA is used for this example 3. Set Codec List Members: PCMA/8000, PCMU/8000 & G729/8000 were chosen and added for this test 4. Click SAVE Figure 3: Codec Lists ShoreTel. Brilliantly simple business communications. Page 9 of 26
Create Sites 1. Navigate to System > Sites 2. Set Name: GAMMA 3. Set Local Area Code: 128 is used in this test 4. Set Bandwidth - Intra-Site Calls: Newly created Codec List GAMMA is selected from the drop down menu - Inter-Site Calls: Codec List GAMMA is selected from the drop down menu - FAX and Modem Calls: Default Codec List Fax Codecs High Bandwidth is selected from the drop down menu 5. Leave all other fields as default 6. Click SAVE Figure 4: Sites ShoreTel. Brilliantly simple business communications. Page 10 of 26
SIP Trunk Configuration This section describes the ShoreTel configuration necessary to support connectivity to Gamma SIP Trunking service. Create SIP Profile SIP Profile is critical for SIP Trunking deployment. The Default ITSP SIP Profile is copied to create the SIP Profile for this test. 1. Navigate to Trunks > SIP Profiles 2. Check Default ITSP under NAME 3. Click COPY Figure 5: SIP Profile Figure 6: SIP Profile - Cont. ShoreTel. Brilliantly simple business communications. Page 11 of 26
4. Set Name: GAMMA 5. Click SAVE Figure 7: SIP Profile - Cont. ShoreTel. Brilliantly simple business communications. Page 12 of 26
Add Trunk Groups 1. Navigate to Trunks >Trunk Groups > Trunk Groups 2. Select the GENERAL tab 3. Set Name: GAMMA_VirtualSwitch 4. Set Trunk type: SIP 5. Set Profile: Select the SIP profile created in section 7.5.1 from the drop down menu. GAMMA was used in this configuration. 6. Set Digest Authentication: -None- is selected from the drop down menu 7. Set Username: The Trunk Group Pilot Number (username) will be provided by your Gamma Account Representative 8. Set Password: Password will be provided by your Gamma Account Representative and must be kept confidential Figure 8: Trunk Groups ShoreTel. Brilliantly simple business communications. Page 13 of 26
9. Select the INBOUND tab 10. Set Number of Digits from CO: 13 is used in this setup 11. DNIS: Checked 12. DID: Checked Figure 9: Trunk Groups - Cont. 13. Select the OUTBOUND tab 14. Outgoing: Checked 15. Set Access Code: 9 is used in this example 16. Set Local Area Code: 128 is used in this example 17. Set Billing Telephone Number: Pilot number will be provided by your Gamma Account Representative 18. Dial local numbers in national form: Unchecked 19. Dial in E.164 format: Checked 20. Leave all other fields as default 21. Click SAVE ShoreTel. Brilliantly simple business communications. Page 14 of 26
Figure 10: Trunk Groups - Cont. ShoreTel. Brilliantly simple business communications. Page 15 of 26
Create Individual Trunks 1. Navigate to Trunks > Trunks 2. Set Trunk group: Select GAMMA_VirtualSwitch from drop down menu 3. Set Name: GAMMA_Virtual is selected from drop down menu for this setup 4. Set Switch: Lab108-vTS1 is selected from drop down menu for this setup 5. Set IP Address or FQDN: Enter the SIP Signaling IP Address of Gamma. Please contact your Gamma Representative for more information regarding your deployment. 6. Click SAVE Figure 11: Individual Trunks ShoreTel. Brilliantly simple business communications. Page 16 of 26
Summary of Tests and Results All the test cases were executed with Virtual switch and only a subset of test cases were executed as Sanity check with Physical Switch(ST100A and ShoreGear 90), explicitly marked in the Notes section N/A Not Applicable N/T Not Tested N/S Not Supported Primary Switch Test Plan( ST Virtual Trunk Switch) ID Result Name Description Notes 1.0 N/A Configuration Application Note 1.1 Setup and initialization 1.2 Outbound Call (Domestic) 1.3 Inbound Call (Domestic) 1.4 N/T All Trunks/User Busy Inbound Callers 1.5 N/T All Trunks Busy Outbound Callers 1.6 Incomplete Inbound Calls The Innovation Network Lab will use the configuration application note provided by the vendor to configure the vendor s product to work with the ShoreTel system Verify successful setup and initialization of the SUT Verify calls outbound placed through the SUT reach the external Verify calls received by the SUT are routed to the default trunk group Verify an inbound callers hears busy tone when all channels/trunks are in use Verify an outbound callers hears busy tone when all channels/trunks are in use Verify proper call progress tones are provided and proper call teardown for incomplete inbound calls ShoreTel. Brilliantly simple business communications. Page 17 of 26
ID Result Name Description Notes 2.1 Codec Negotiation Verify codec negotiation between the SUT and the calling device with each side configured for a different codec As Per Design The codec negotiation on the Virtual Switches is different from the legacy ShoreGear switches. For inbound calls, Virtual Switches only honor the remote codec preference irrespective of the codec priority set in the Intra-site/Inter-site codec list of the Site page. 2.2 G711 G729 DTMF Transmission Out of Band / In Band Verify transmission of in-band and out-of-band digits per RFC 2833 for various devices connected to the SUT 2.3 Auto Attendant Menu 2.4 N/T Auto Attendant Menu checking Voicemail mailbox Verify that inbound calls are properly terminated on the ShoreTel Auto Attendant menu and that you can transfer to the desired extension Verify that inbound calls are properly terminated on the ShoreTel Auto Attendant menu and that you can transfer to the Voicemail Login Extension. ID Pass/Fail/ NA Name Description Notes 3.1 Post Dial Delay Verify that post dial delay is within acceptable limits ShoreTel. Brilliantly simple business communications. Page 18 of 26
ID Result Name Description Notes 4.1 Caller ID Name and Number - Inbound 4.2 Caller ID Name and Number - Outbound 4.3 Hold from SUT to SIP Reference 4.4 Call Forward - SUT 4.5 Call Forward External PSTN Number 4.6 Call Transfer Blind 4.7 Call Transfer Consultative Verify that Caller ID name and number is received from SIP endpoint device Verify that Caller ID name and number is sent from SIP endpoint device Verify successful hold and resume of connected call Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate Hold Re-INVITE is not seen due to the Media being anchored by both the ShoreTel ST100A and Virtual switches 4.8 Outbound 911 Verify that outbound calls to 911 are routed to the correct PSAP for the calling location and that caller ID information is delivered 4.9 Operator Assisted 4.10 Inbound / Outbound call with Blocked Caller ID Verify that 0+ calls are routed to an operator for calling assistance Verify that calls with Blocked Caller ID route properly and the answering phone does not display any Caller ID information ShoreTel. Brilliantly simple business communications. Page 19 of 26
ID Result Name Description Notes 4.11 G711 G729 4.12 G711 G729 Inbound call to a Hunt Group Inbound call to a Workgroup Verify that calls route to the proper Hunt Group and are answered by an available hunt group member with audio in both directions using G.729 and G.711 codecs Verify that calls route to the proper Workgroup and are answered successfully by an available workgroup agent with audio in both directions using G.729 and G.711 codecs 4.13 Inbound call to DNIS / DID and leave a voice mail message 4.14 Call Forward FindMe 4.15 N/T Inbound / Outbound Fax calls 4.17 Inbound call to Bridged Call Appearance (BCA) extension 4.18 Inbound call to a Group Pickup extension 4.19 Office Anywhere External Verify that inbound calls to a user, via DID / DNIS, routes to the proper user mailbox and a message can be left with proper audio Verify that inbound calls are forwarded to a user s FindMe Verify that inbound / outbound fax calls complete successfully Verify that inbound calls properly presented to all of the phones that have BCA configured and that the call can be answered, placed onhold and then transferred Verify that inbound calls properly presented to all of the phones that have Group Pickup configured and that the call can be answered, placed on-hold and then transferred Verify that inbound calls are properly presented to the Office Anywhere External PSTN Not Tested for Virtual Switches ShoreTel. Brilliantly simple business communications. Page 20 of 26
ID Result Name Description Notes 4.20 Simul Ring Verify that inbound calls are properly presented to the desired extension and the Additional Phones s 4.21 MakeMe Conference Verify that an inbound call can be conferenced with three (or more) additional parties 4.22 Park / Unpark Verify that an inbound call can be parked and unparked 4.23 G711 G729 4.24 G711 G729 Call Recording Silent Monitor / Barge-In / Whisper Page Verify that external calls can be recorded via the SIP Trunk using ShoreTel Communicator Verify that external calls can be silently monitored, barged-in and whisper paged via the SUT 4.25 Long Duration Inbound 4.26 Long Duration Outbound Verify that an inbound call is established for a minimum of 30 minutes Verify that an outbound call is established for a minimum of 30 minutes ID Result Name Description Notes 5.1 N/S Registration or Digest Authentication Verify the SUT supports the use of registration or digest authentication for service access for inbound and outbound calls Gamma does not support digest authentication ShoreTel. Brilliantly simple business communications. Page 21 of 26
Secondary Switch Sanity Test Results (ST Voice Switch) ID Result Name Description Notes 1.2 Outbound Call (Domestic) 1.3 Inbound Call (Domestic) Verify calls outbound placed through the SUT reach the external Verify calls received by the SUT are routed to the default trunk group 2.2 G711 G729 DTMF Transmission Out of Band / In Band Verify transmission of in-band and out-of-band digits per RFC 2833 for various devices connected to the SUT 4.5 Call Forward External PSTN Number 4.6 Call Transfer Blind 4.7 Call Transfer Consultative Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate 4.12 G711 Inbound call to a Workgroup Verify that calls route to the proper Workgroup and are answered successfully by an available workgroup agent with audio in both directions using G.729 and G.711 codecs ShoreTel. Brilliantly simple business communications. Page 22 of 26
4.15 Inbound / Outbound Fax calls 4.16 N/T ShoreTel Service Appliance Unified Communication System 4.21 MakeMe Conference Verify that inbound / outbound fax calls complete successfully Verify that inbound calls are properly forwarded to the ShoreTel Service Appliance and it properly accepts the access code and you re able to participate in the conference bridge Verify that an inbound call can be conferenced with three (or more) additional parties License to the application hardware not available 4.23 G711 G729 4.24 G711 Call Recording Silent Monitor / Barge-In / Whisper Page Verify that external calls can be recorded via the SIP Trunk using ShoreTel Communicator Verify that external calls can be silently monitored, barged-in and whisper paged via the SUT 4.27 N/T Contact Center Verify that an inbound call can be established directly to the ShoreTel Contact Center, that all prompts are heard and the agent can answer the call Hardware not available Tertiary Switch Sanity Test Results (ST ShoreGear Switch) ID Result Name Description Notes 1.2 Outbound Call (Domestic) 1.3 Inbound Call (Domestic) Verify calls outbound placed through the SUT reach the external Verify calls received by the SUT are routed to the default trunk group ShoreTel. Brilliantly simple business communications. Page 23 of 26
2.2 G711 G729 DTMF Transmission Out of Band / In Band Verify transmission of in-band and out-of-band digits per RFC 2833 for various devices connected to the SUT 4.5 Call Forward External PSTN Number 4.6 Call Transfer Blind 4.7 Call Transfer Consultative Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate 4.12 G711 Inbound call to a Workgroup Verify that calls route to the proper Workgroup and are answered successfully by an available workgroup agent with audio in both directions using G.729 and G.711 codecs 4.15 Inbound / Outbound Fax calls 4.21 MakeMe Conference Verify that inbound / outbound fax calls complete successfully Verify that an inbound call can be conferenced with three (or more) additional parties 4.23 G711 G729 4.24 G711 Call Recording Silent Monitor / Barge-In / Whisper Page Verify that external calls can be recorded via the SIP Trunk using ShoreTel Communicator Verify that external calls can be silently monitored, barged-in and whisper paged via the SUT ShoreTel. Brilliantly simple business communications. Page 24 of 26
Conclusion Gamma SIP Trunking has been successfully tested with ShoreTel Connect Onsite Build 21.74.5004.0 Additional Resources ShoreTel Administration Guide Version Date Contributor Content 1.0 Nov 18, 2015 R. Jerome App Note ShoreTel. Brilliantly simple business communications. Page 25 of 26
ShoreTel. Brilliantly simple business communications. ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple IP phone systems and unified communications solutions powering today s always-on workforce. Its flexible communications solutions for on-premises, cloud and hybrid environments eliminate complexity, reduce costs and improve productivity. World Headquarters +1 (800) 425-9385 Toll Free EMEA APAC 960 Stewart Drive +1 (408) 331-3300 Tel Inspired 8 Temasek Boulevard#41-03 Sunnyvale, CA 94085 +1 (408) 331-3333 Fax Easthampstead Road Suntec Tower 3 USA Bracknell, RG12 1YQ Singapore 038988 shoretel.com +44 (0) 1344 208800 Tel +65 6517 0800 Tel Copyright 2015 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice.