spitfire shoretel innovation network

37

Call: 800-859-5924 Email: [email protected] Online: www.SpitFireDialers.com

SpitFire Dialers: by OPC Marketing 3939 Belt Line Road, Suite 760

Addison, TX 75001 USA

\

SpitFire Dialers 3939 Belt Line Road, Suite 760

Addison Texas, 75001 USA

CALL: 800-859-5924

FAX: 208-247-0502

7/26/2013

SpitFire™ Innovation Network App Note SpitFire Enterprise Predictive Dialer solution for clients in all industry and size.

SpitFire: 1.0.5.4

ShoreTel 13.2

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Abstract

The SpitFire™ Enterprise Predictive Dialer (SEP) by OPC Marketing Inc® (OPC) is a task-focused predictive

dialer, designed and built for contact centers of all sizes, complete with the option to integrate with T1 PRI

or VoIP phone lines via Session Initiation Protocol (SIP).

OPC® and ShoreTel® have conducted performance and integration testing to verify that ShoreTel’s products

can be used as a SIP trunk for Spitfire Enterprise Predictive Dialer. The process consisted of progressive

installation of: Spitfire Enterprise Predictive Dialer, dialing hardware, Microsoft SQL Server, workstations in

a rigorous client environment with ShoreTel PBX 13.2 build. Other tests include SpitFire Enterprise

Predictive Dialer performance and compliance to FCC regulation performance requirements. Certification

test results confirm that SEP integrates seamlessly with ShoreGear for a complete contact center solution

product. SEP provides predictive dialing product which is fully compatible with ShoreTel telephony product

lines.

Table of Contents

Configuration Overview .................................... 24 ShoreTel Configuration ...................................... 24

................................................................................ 25 Figure 1 –Administration Call Control Options ..... 26 Figure 2 – Call Control Options ............................. 26 Figure 3 – Site Administration ................................ 27 ................................................................................ 28 Figure 4 – Site Bandwidth settings ......................... 28 Sites Edit screen – Admission Control Bandwidth . 28 Sites Edit screen – Intra / Inter-Site Calls ............... 28 Switch Settings - Allocating Ports for SIP Trunks ... 28 Figure 5 – Administration Switches........................ 29 ................................................................................ 30 Figure 6 – ShoreGear Switch Settings .................... 30 ShoreTel System Settings – Trunk Groups ............. 30 Figure 7 – Administration Trunk Groups ............... 31

Figure 8 – Trunk Groups Settings .......................... 31 Figure 10 – Inbound: .............................................. 33 Figure 11 – Outbound and Trunk Services: ........... 34 Figure 12 – Trunk Digit Manipulation: ................... 35 Figure 13 – Grant User Groups access to new trunk

group: ..................................................................... 35 Figure 14 – Off System Extension Ranges: ............. 36 Figure 15 – Off System Extension New Range –

Webpage Dialog: .................................................. 36 ShoreTel System Settings – Individual Trunks: ...... 37 Figure 16 – Individual Trunks ................................ 37 Figure 17 – Trunks by Group ................................. 38 Figure 18 - Edit Trunks Screen for Individual Trunks

................................................................................ 38 Enterprise Systems Configuration ............................... 39

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Overview

The testing verified that SpitFire Enterprise™ can be configured to work with ShoreGear in a VoIP UC

environment. This integration and interoperability allows clients to have ShoreTel’s UC phone system

and OPC Marketing’s predictive dialer to work in uniform.

The SpitFire Enterprise Predictive Dialer (SEP) is an affordable state of the art predictive dialing

technology that will increase your contact rate regardless of the type of business you are building. The

system integrates with the ShoreTel UC solution used in your enterprise, and provides up to date

customer information, so you can better serve your client.

The SEP is custom built to your specification and future expansion plans, as we understand every

business processes and needs are different. The technology allows you to complete calls and manage

information with real time call monitoring, multi-mode dialing and reporting capabilities. Vital statistics

are readily available to manage your office or call center. SEP is ideal for increasing productivity and

results in any predictive dialing environment including appointment setting, collections, prospecting,

selling subscriptions, polling, gaining memberships, or building customer loyalty.

The OPC Marketing® and ShoreTel® combined solution provides contact centers with a unified

technology and flexibility for growth.

OPC Marketing Overview and Contact

OPC Marketing, Inc. is a complete contact center solution provider that not only helps clients increase

productivity by an average of 300%, but also improves efficiency and customer service at call centers

worldwide. OPC Marketing’s product offering includes predictive dialer, auto dialer, and -time reporting

software. A core component of the product offering, SpitFire Enterprise Predictive Dialer can connect to

T1 and VoIP, and is customizable, scalable, and expandable to accommodate future growth.

General sales questions or Reseller who want to start selling this solution should contact:

Michael Henochowicz

OPC Marketing

Office: 800-859-5924 ext. 202

[email protected]

mailto:[email protected]

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SpitFire Dialers Product Information

SpitFire Enterprise Predictive Dialer (SEP) v.1.0.5.4

Pricing depends on size of company deployment and other specific requirements. Please contact SpitFire

Dialers directly for a quote.

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Architecture Overview

Installation is a snap that involves connecting the SEP and the manager’s computer via an Ethernet

connection and plugging the operator stations and phone lines into the ports on the telephony card

located at the back of the server. Integration of SEP and ShoreTel PBX is done through SIP protocol.

Communication between the SEP and agent stations is accomplished over a TCP/IP network, giving you

the option to have the SpitFire Enterprise Predictive Dialer on-site, or stored in a remote location.

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Requirements, Certification and Limitations

A complete SpitFire solution is provided by OPC Marketing. The solution is described by the diagram in

the Architecture Overview section above.

Version Support

SpitFire Enterprise: 1.0.5.4

ShoreTel: 13.x

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Certification Testing Results Summary

Initialization and Basic Features Testing

ID 1.1

Name SpitFire Enterprise set up, install and configure with Integration Scenario 1

Description Pre-configured SpitFire Enterprise server sent to client to integrate with the ShoreTel

system. The rest of installation, configuration and testing will be done remotely.

Test steps

1.1 Set up in accordance with product set up documentation by SpitFire Tech

Support remotely.

1.2 Run the Manager App. Manager App should start with all SpitFire Services

running and correct login credentials. Double-click ManagerApp desktop

shortcut.

1.3 Run Agent Application. Agent Application should start with relevant login

credentials. Double-click Agent Application desktop shortcut.

Result Pass

Notes Set up SpitFire Enterprise Server according to OPC Marketing Documentation.

Send SpitFire Enterprise server to Client along with SpitFire Enterprise predictive

dialing software and Keylock security dongle.

Install Windows Desktop or Server OS

Install SQL Server

Install HMP Elements, CTI32, SpitFire Enterprise software

Get remote access to system by starting SpitFire Online Support (SOS) desktop

shortcut to configure SQL Server, HMP Elements, CTI32, and SpitFire Enterprise.

Install Agent Application on each agent computer over the network or remotely over

SpitFire Online Support connection.

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ID 1.2

Name Manager Application

Description Pre-configured SpitFire Enterprise server has been sent to client to interoperate with

the ShoreTel system. The rest of installation, configuration and testing will be done

remotely.

Test steps

1.1 Run SpitFire Services. Spitfire Services can be started by double clicking the shortcuts on the desktop in the order they are labeled.

1.2 Run Manager App. Manager App should start with relevant login credentials. Double-click Manager App desktop shortcut. Enter relevant Manager App credential information as per the set up.

1.3 Import/Create Test List 1.4 Verify No call list 1.5 Create Test Agent Login Credentials and Permissions 1.6 Verify Groups 1.7 Create Campaign and adjust settings for ShoreTel

- Create and set custom fields - Create and set custom dispositions - Add dialing group - Set DNIS routing - Set Nocall lists

1.8 Verify tabs in Settings: General, Channels, Dial Settings, and Integration Settings for CRM’s (if applicable), Telephony settings, Time zones and Failsafe.

1.9 Save and finish and star the campaign

Result Pass

Notes The Manager App contains all of the controls for managing all of the campaigns.

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ID 1.3

Name Agent Application

Description Pre-configured SpitFire Enterprise server has been sent to client to interoperate with

the ShoreTel system. Rest of installation/configuration will be done remotely

Test steps

1.1 Run Agent Application setup and apply updates. Agent Application should start with relevant login credentials. Double-click Agent Application desktop shortcut

1.2 Enter relevant Agent Application credential information as per the set up.

Result Pass

Notes

ID 1.4

Name Setup and Initialization

Description Verify successful setup and initialization of SpitFire Enterprise

Test steps 1. Configure SpitFire Enterprise as static IP; Configure ShoreTel Individual Trunk as static

2. Perform any HMP Elements/CTI32 configuration necessary to register with the appropriate server(s).

3. Verify that HMP Elements/CTI32 is ready to place and receive calls.

Result Pass

Notes SIP connectivity to SpitFire Enterprise must be configured as a static trunk with

static IP addresses used for both the ShoreTel side and SpitFire Enterprise.

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Installation and Configuration Testing

ID 2.1

Name Call Establishment

Description Verify calls placed to SpitFire Enterprise are established properly and there is audio

in both directions.

Test steps Initiate Calls to SpitFire Enterprise by using existing extension. Calls can be initiated

by using a ShoreTel soft and hard phone by dialing the Off System Extension (OSE)

configured in the SpitFire Enterprise Trunk Group using the following phones:

- IP 110, IP 230, IP 212K, IP 560, IP 565, IP 8000, analog phone and any SIP endpoint.

Result Pass

Notes

ID 2.2

Name Call Establishment - Multiple

Description Verify that multiple calls placed to SpitFire are established properly by logging

multiple agents or using a single Off System Extension (OSE).

Test steps Setup 75 Sip trunks to SpitFire Enterprise. Place multiple calls manually from

ShoreTel phone and also by logging multiple agents to dialer to get calls

simultaneously. Verify audio from SpitFire on both calls and as well as dialer ask for

passcode and properly prompt for action.

Result Pass

Notes

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ID 2.3

Name Call Termination – phone

Description Verify the individual SIP trunks return to idle after terminating a successful call from

the phone.

Test steps Using ShoreTel Phone, place call to SpitFire Enterprise and verify that call is

established successfully. Terminate call by hanging up on ShoreTel Phone extension.

Result Pass

Notes Using TMonitor to verify channel’s state during call establishment and after

releasing call

ID 2.4

Name Call Termination – CTI32

Description Verify the individual SIP trunks return to idle after terminating a successful call

using CTI32 Telephony Monitor.

Test steps Using ShoreTel phone, ask agent to login to SpitFire Enterprise and verify that the

call is established and also terminated by using Agent Application.

Result Pass

Notes Using TMonitor verify channel’s state during call establishment and after releasing

call

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ID 2.5

Name DTMF Tone detection

Description Verify that SpitFire Enterprise can detect different DTMF tones

Test steps Initiate calls to SpitFire Enterprise using a ShoreTel phone by dialing the Off System

Extension (OSE) configured in the SpitFire Enterprise Trunk Group, using the

following phones:

- IP 110, IP 230, IP 212K, IP 560, IP 565, IP 8000, analog phone and any SIP endpoint.

Verify that DTMF tones are detected properly by SpitFire using each different

handset and you can successfully enter the passcode and can initiate a Manual call

and Automatic call.

Result Pass

Notes Verify that a manual call successfully places a call to desired destination.

ID 2.6

Name Transfer from Auto Attendant Menu

Description Verify that ShoreTel’s AA menu can successfully transfer a call to SpitFire Enterprise.

Test steps Place a call to ShoreTel’s Auto Attendant Menu, once call is established, press the

corresponding DTMF digits for the Off System Extension (OSE) that is configured in

the SpitFire SIP Trunk Group. Verify that the AA menu properly transfers the call to

SpitFire and you are prompted to enter your passcode.

Result Pass

Notes Make sure the AA menu is configured to “Transfer to extension” for “Multiple

digits”

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ID 2.7

Name Manual Outbound Call - Extension

Description Verify that Enterprise can successfully initiate an extension outbound call using the

“Manual” option.

Test steps 1. Initiate a call to SpitFire using a ShoreTel phone by dialing the Off System Extension (OSE) configured in the SpitFire Enterprise Trunk Group

2. Using test list and preconfigured channels for manual dialing 3. Using Agent Application, login and change mode to Manual 4. Press “Manual Dial” enter extension and enter 5. Verify that the desired extension rings and the call is established properly with

audio in both directions.

Result Pass

Notes

ID 2.8

Name Manual Outbound Call – Tandem Trunking

Description Verify that Agent Application can successfully initiate an external outbound call

using the “Manual” option.

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for manual dialing 3. Using Agent Application, login and change mode to Manual 4. Press “Manual Dial” enter phone number and enter 5. Verify that the desired phone rings and the call is established properly with

audio in both directions.

Result Pass

Notes The manual call may be placed with or without a Trunk Access Code, if the call is

placed without the TAC be sure to remove the “Prepend Dial In Prefix” in the

Tandem Trunking parameters.

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ID 2.9

Name Manual Outbound Call – Busy Number

Description Verify that Spitfire Enterprise Dialer can successfully detect a busy number and

prompts the user to place another call.

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for manual dialing 3. Using Agent Application, login and change mode to Manual 4. Press “Manual Dial” enter phone number and enter 5. Verify that Enterprise detects the busy condition and doesn’t connect the call to

the agent

Result Pass

Notes The user is notified that the call attempt did not go through Agent Application

ID 2.10

Name Manual Outbound Call – Answering Machine

Description Verify that SEP can successfully place an outbound call and when answered (by

answering machine, mailbox, etc.) it properly connects the agent to the call.

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for manual dialing 3. Using Agent Application, login and change mode to Manual 4. Press “Manual Dial” enter phone number and enter 5. Verify that the destination phone rings properly, don’t answer the call and let it

go voice mail 6. Verify that Enterprise connects the call to the agent upon getting the voice mail

greeting

Result Pass

Notes

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ID 2.11

Name Campaign Outbound Call

Description Verify that SEP can successfully place an outbound campaign call and when

answered it properly connects the agent to the outbound call.

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for outbound dialing 3. Using Agent Application login to campaign using default settings 4. Verify that Enterprise properly dials the campaign number and the destination

rings and upon answering the agent is added to the outbound campaign call

Result Pass

Notes

ID 2.12

Name Outbound Call - Hold

Description Verify that an outbound call can be placed on hold and resumed normally

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for outbound dialing 3. Using Agent Application login to campaign using default settings 4. Verify that the outbound call is established successfully 5. Using the ShoreTel phone place the call on-hold, verify that the ShoreTel phone

is generating dial tone and the external party does not hear anything 6. Now that the call is on-hold, place another call, hang-up and resume original

call, verify that you have audio in both directions

Result Pass

Notes

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ID 2.13

Name Call Establishment - Workgroup

Description Verify that calls placed to SpitFire via a Workgroup are established properly and

there’s audio in both directions

Test steps Initiate a call to SpitFire via a ShoreTel Workgroup, verify that the call is properly

placed to the Off System Extension (OSE) and the call is established properly. Verify

that you can enter the passcode and successfully place an outbound call.

Result Pass

Notes

ID 2.14

Name Call Establishment – Forward Always

Description Verify that calls can be successfully established to SEP via ShoreTel extensions

configured to forward always

Test steps Initiate a call to SEP via a ShoreTel extension configured to always forward to the

Off System Extension (OSE). Using a ShoreTel phone extension, place a call to the

extension configured to forward always and verify that the call is placed to the OSE

and it properly establishes a connection with media in both directions.

Result Pass

Notes

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ID 2.15

Name Caller ID Name and Number - Outbound

Description Verify that a proper Caller ID Name and Number is sent by Enterprise

Test steps 1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for outbound dialing 3. Using Agent Application login to campaign using default settings 4. Verify that the outbound call is established successfully 5. Verify that the CID (both name and number) are properly displayed on the

destination phone.

Result Pass

Notes Caller ID is set in the Settings in General Tab in the parameter labeled Outbound

Caller ID

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ID 2.16

Name Outbound Call – Agent Application Hold

Description Verify that an outgoing call can be placed on-hold via Agent Application

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for outbound dialing 3. Using Agent Application login to campaign using default settings 4. Verify that the outbound call is established successfully 5. Using Agent Application place the call on-hold, by pressing the “Hold” radio

button, verify that the ShoreTel phone is generating dial tone and the external party does not hear anything

6. Now that the call is on-hold, press the pound (#) button from the phone and verify that the call is taken off-hold and you resume audio in both directions

Result Pass

Notes Agent Application places calls on hold through SpitFire and does not use the

ShoreTel for placing customers on hold. Note that the hold function for ShoreTel

phones still operates normally as well.

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ID 2.17

Name Outbound Call – Agent Application Terminate

Description Verify that an outgoing call can be terminated using Agent Application and the

agent is still connected to Enterprise and has the capability of initiating another

outbound call.

Test steps

1. Initiate Manager App and start test campaign 2. Using test list and preconfigured channels for outbound dialing 3. Using Agent Application login to campaign using default settings 4. Verify that the outbound call is established successfully 5. Using Agent Application to end the call by choosing a Disposition and then “End

Call” radio button, verify that the agent is still connected to Enterprise and is being prompted that they are “Waiting for Next Call” or they can switch to Manual

Result Pass

Notes

ID 2.18

Name Call Establishment – G.729 codec

Description Verify that a call connects successfully when the primary codec is G.729

Test steps

1. Configure ShoreTel’s Inter-Site codec for “Very Low Bandwidth Codecs” 2. Enable the “Teleworker” parameter in the SpitFire SIP Trunk Group 3. Initiate a call to Enterprise using a ShoreTel phone by dialing the Off System

Extension (OSE) 4. Verify that the call is established properly with media in both directions 5. Using Wireshark, have a trace running to verify RTP is going at G.729

Result Pass

Notes SpitFire Enterprise supports G.729 codec

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ID 2.19

Name Silent Monitor

Description Verify that a supervisor can silently monitor another agent on an outbound call

Test steps 1. Initiate Manager App and start test campaign 2. Start Agent Application and login to initiate normal operation 3. In the “All Users” window, select the active agent and press the “headset” on

the bottom right 4. Use Dial Supervisor to dial either an extension or number for the Supervisor 5. Verify that neither the external party nor the agent can hear you, but you can

hear both the external party and agent. 6. When the call ends, select another agent to monitor or end the Monitor by

pressing the “headset” button again.

Result Pass

Notes

ID 2.20

Name Coaching

Description Verify that a supervisor can “Coach” an agent during a current outbound call

Test steps 1. Initiate Manager App and start test campaign 2. Start Agent Application and login to initiate normal operation 3. In the “All Users” window, select the active agent and press the “headset” on

the bottom right 4. Use Dial Supervisor to dial either an extension or number for the Supervisor 5. Now choose the “Coaching” button 6. Verify that the agent can hear the supervisor but the but the client side cannot 7. When call ends press the “Coaching” button.

Result Pass

Notes

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ID 2.21

Name Call Transfer - Blind

Description Verify a call connected from SEP to the ShoreTel phone can be blind transferred to

an alternate destination.

Test steps 1. Initiate Manager App and start test campaign 2. Start Agent Application and login to initiate normal operation 3. When the agent is connected, on a call press “3rd Party” and verify “Transfer to

Number” is selected. Enter the extension or number to transfer to and press OK 4. Verify that the outbound call is established successfully 5. On the Agent Application press the “Transfer” button 6. Select “Disposition” and then “End Call” 7. Verify Agent is now idle waiting for the next available call and call transferred

Result Pass

Notes 3rd party verification is ringing

ID 2.22

Name Call Transfer – Attended (Consultative)

Description Verify a call connected from Enterprise to the ShoreTel phone can be consultatively

transferred to an alternate destination.

Test steps 1. Initiate Manager App and start test campaign 2. Start Agent Application and login to initiate normal operation 3. When agent is connected on a call, press “3rd Party” and verify “Transfer to

Number” is selected. Enter the extension or number to transfer to and press OK 4. Verify that the outbound call is established successfully, wait for answer of 3rd

Party 5. After Consult on the Agent Application press the “Transfer” button 6. Select “Disposition” and then “End Call” 7. Verify Agent is now idle waiting for the next available call and call transferred

Result Pass

Notes

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ID 2.23

Name Conference – ad hoc

Description Verify a successful ad hoc conference between three parties can be established.

Test steps 1. Initiate Manager App and start test campaign 2. Start Agent Application and login to initiate normal operation 3. When the agent is connected on a call, press “3rd Party” and verify “Transfer to

Number” is selected. Enter the extension or number to transfer to and press OK 4. Verify that the outbound call is established successfully, wait for answer of 3rd

Party 5. On the Agent Application press the “Conference” button, confirm all 3 parties

can hear and talk to each other. 6. Finish call by Transfer, Disposition, and End Call or end conference, Disposition

and End Call 7. Verify Agent is idle and waiting for next call.

Result Pass

Notes

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Additional User Experience Testing

ID 3.1

Name Busy Trunks

Description Verify that call attempts to Enterprise when all trunks are busy result in reorder

tone.

Test steps 1. Using ShoreTel’s Trunk Test Tool busy out all of the Individual SIP Trunks to Enterprise

2. Initiate a call to Enterprise using a ShoreTel phone by dialing the Off System Extension (OSE)

3. Verify that the agent receives a reorder tone (fast busy) 4. Using ShoreTel’s Trunk Test Tool put all of the Individual SIP Trunks, to Enterprise, back in-service

5. Initiate a call From Enterprise using TMonitor Dial Test by dialing the an extension and/or a DID (ex. Someone’s cell phone)

6. Show PVD (positive voice detection); confirm recording is played.

Result Pass

ID 3.2

Name Call Establishment – ShoreTel Communicator

Description Verify that you can initiate a call to SEP using ShoreTel’s Personal Call Manager

client software

Test steps 1. Initiate a call to Enterprise using ShoreTel’s Personal Call Manager client by dialing the Off System Extension (OSE) configured in the SpitFire Enterprise Trunk Group 2. When prompted enter the appropriate passcode via the phone’s DTMF buttons 3. Press “1” for a manual call or “#” for a campaign call 4. Verify that the outbound call is established successfully 5. Terminate the call using ShoreTel’s Personal Call Manager client.

Result Pass

Notes Even though connectivity to Enterprise is via trunks, you cannot utilize PCM’s DTMF

tone generation because this functionality is not supported via SIP trunks.

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Fault Insertion Testing

ID 4.1

Name Interruption of Communications between ShoreTel switch and Enterprise

Description Disable the Ethernet port (Enterprise side) while Enterprise is dialing

Test steps

1. Go into the Network Adapters page in Windows 2. Disable the Ethernet Adapter

Result Pass

Notes Expected result: Agent stations will be disconnected with and keep the current

customer on screen. The agent will need to close the software application once

finished. The Enterprise will have to stop the campaigns and close the manager

Application as well as the Spitfire Services and simply reopen them and then

reinitialize the Manager application to start the campaigns and have the agents log

back in.

Configuration Overview

The following sections outline the steps needed to configure the ShoreTel and Enterprise solutions. All setup

configurations for Enterprise products must be performed by Enterprise Technical Support.

ShoreTel Configuration

ShoreTel interoperates with SpitFire Enterprise Predictive Dialer via SIP Trunks.

This section provides the general system settings and trunk configurations (both group and individual)

required for a ShoreTel system to support SIP trunking.

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ShoreTel System Settings – General

General system settings include settings for Call Control, the Site and the Switch. If you confirm that the

settings have already been configured as described in this section, proceed to the section titled, "ShoreTel

System Settings – Trunk Groups". Otherwise, follow the instruction below.

Call Control Settings:

Configure the settings for Call Control by logging into ShoreWare® Director. After logging in, select

"Administration" then "Call Control" followed by "Options" (See Figure 1 below).

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Figure 1 –Administration Call Control Options

The “Call Control Options” screen will then appear (Figure 2).

Figure 2 – Call Control Options

Within the “Call Control Options” 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 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

Enterprise. 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.

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.

Disabling the parameter “Always Use Port 5004 for RTP” is required for implementing SIP on the ShoreTel

system. For SIP configurations, Dynamic User Datagram Protocol (UDP) must be used for RTP Traffic. If the

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

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“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 3).

Figure 3 – 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” screen is to the

“Admission Control Bandwidth” and “Intra-Site / Inter-Site Calls” parameters (Figure 4).

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Figure 4 – Site Bandwidth settings

Note: Bandwidth of 2046 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 devices may be counted against the site bandwidth. Bandwidth needs to be set appropriately based on site

setup and configuration with Enterprise. Please refer to the ShoreTel Planning and Installation Guide for

additional information.

Sites Edit screen – Intra / Inter-Site Calls

By default ShoreTel 13.x has 11built-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 for "Very High

Bandwidth Codecs" and save the change. By default "Very High Bandwidth Codecs" contains several codecs,

with G.729 and G.711u, being two of them, with G.711u having a higher priority. The Intra-Site Calls

parameter defines which codecs will be used when establishing a call with SpitFire Enterprise which only

supports G.711u.

Note: Please do not modify the "Very High Bandwidth Codecs" "Codec List", for additional information on

codec lists please refer to ShoreTel Administration Guide.

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 “VoiceSwitches/Service Appliances…”, followed

by“Primary” in ShoreWare Director (Figure 5).

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Figure 5 – Administration Switches

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 SIP Trunks from the ports available (Figure 6).

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Figure 6 – ShoreGear Switch Settings

Each port designated as a SIP Trunk Port Type enables the support for 5 individual SIP trunks.

ShoreTel System Settings – Trunk Groups

ShoreTel Trunk Groups only support Static IP Address SIP endpoint Individual Trunks.

The settings for Trunk Groups are changed by selecting “Administration”, then “Trunks” followed by

“Trunk Groups” within ShoreWare Director (Figure 7).

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Figure 7 – Administration Trunk Groups

This selection brings up the “Trunk Groups” screen (Figure 8).

Figure 8 – Trunk Groups Settings

From the pull down menus on the “Trunk Groups” screen, select the site desired 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 9).

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Figure 9 – SIP Trunk Group Settings

The next step within the “Edit SIP Trunks Group” screen is to input the name for the trunk group. In the

example in Figure 9, the name “Dialer 1” has been created. 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:”should be set at a setting of “_SystemTrunk_DEPRECATED”

The “Digest Authentication” parameter defaults to “<None>”, leave the setting to “None” and configure the

“User ID” and “Password” as instructed by Enterprise Technical Support.

The next item to change in the “Edit SIP Trunks Group” screen is to make the appropriate settings for the

“Inbound:” parameters. (Figure 10).

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Figure 10 – Inbound:

Within the “Inbound:” settings, the “Number of Digits from CO” should match what the ShoreGear SIP trunk

switch will be receiving from SpitFire Enterprise, usually configured to match the systems extension length.

There is no need to enable (check) the “DNIS” or “DID” parameters. Ensure that the “Extension” and “Tandem

Trunking” parameters are enabled (checked). For additional information on these parameter please refer to

ShoreTel’s Planning and Installation Guide.

The following section is configured in the same way as any normal Trunk Group.

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Figure 11 – Outbound and Trunk Services:

Enable (check) the “Outbound” parameter and define a Trunk “Access Code” and “Local Area Code”

as appropriate.

In the “Trunk Services:” area, there is no real need to enable any specific options as access to SpitFire Enterprise

will be via Off System Extensions (OSE’s).

The last parameter determines if the call is sent out as <unknown> or with caller information (Caller ID). User

DID will impact how information is passed out to the SIP Trunk group.

The last configuration parameters for configuration in the Trunk Group is “Trunk Digit Manipulation”

(figure 12):

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Figure 12 – Trunk Digit Manipulation:

The only parameter that needs adjustment (from default) to interface with SpitFire Enterprise is “Dial 7 digits

for Local Area Code”, disable (uncheck) this parameter.

You will also need to define an Off System Extension (OSE), but before you can do so, you’ll need to save your

settings by selecting the “Save” button to input the changes. You will be prompted to give all User Groups

access to this newly created Trunk Group (see Figure 13), it is not necessary to grant access as connectivity is

via Off System Extensions, select “Cancel”.

Figure 13 – Grant User Groups access to new trunk group:

After you have saved your changes you will need to define your Off System Extension range to match what was

configured on SpitFire Enterprise, click on the “Edit” radio button, to the right of “Off System Extensions:”

parameter, in the “Trunk Digit Manipulation” settings (see Figure 12), you will then get a window as shown in

Figure 14.

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Figure 14 – Off System Extension Ranges:

Click on the “New…” radio button, this causes the “New Range – Webpage Dialog” window to appear, as

shown in Figure 15.

Figure 15 – Off System Extension New Range – Webpage Dialog:

Define a single extension range that is within your ShoreTel PBX extensions, then click on the “OK” radio

button.

This completes the settings needed to set up the trunk groups on the ShoreTel system.

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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 16).

Figure 16 – Individual Trunks

The “Trunks by Group” screen is used to change the individual trunks settings that appear (Figure 17).

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Figure 17 – 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 “Dialer 1, as created above, see Figure 9. Click on the ”Go” button to bring up the “Edit Trunk” screen

(Figure 18).

Figure 18 - 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 parmeter “IP Address”, this

will be the static IP of the Enterprise system. The last step is to select the number of individual trunks in the

parameter “Number of Trunks (1 – 220)”. The count will be equal to the amount of paths needed for the

Enterprise system. SpitFire tech support or sales can advise you what this amount is. Once these changes are

complete, select the “Save” button to commit changes.

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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 SpitFire Enterprise server.

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.

Enterprise Systems Configuration

Configuration of the SpitFire Enterprise equipment will be done by the Enterprise. Arrangements may be made

by contacting Enterprise Technical Support Coordination at 800-859-5924 ext. 201.

Below is the icon to start a support session for either training or troubleshooting.

Simply fill out the information and press “Connect” to reach the online support queue. Once connected, OPC

can view and control the system for updates, training, setup, etc.

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Here is the start page for the Manager Application:

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Enterprise Systems Troubleshooting

For troubleshooting, email Enterprise Technical Support at [email protected] or start a support

session using the SpitFire Online Support icon.

Trademarks

The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of

ShoreTel, Inc. in the United States and/or other countries. ShorePhone is a trademark of ShoreTel, Inc. in the

United States and/or other countries. All other copyrights and trademarks herein are the property of their

respective owners.

mailto:[email protected]

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