ShoreTel Service Appliance 100 Installation Manual
  1. Manuals
  2. Brands
  3. ShoreTel Manuals
  4. Network Hardware
  5. Service Appliance 100
  6. Installation manual

ShoreTel Service Appliance 100 Installation Manual

Hide thumbs
Table of Contents

Advertisement

Quick Links

Download this manual
Service Appliance 100
Planning, Installation, and
Administration Guide
Part Number 850-1297-01

Advertisement

Table of Contents
loading

Related Manuals for ShoreTel Service Appliance 100

Summary of Contents for ShoreTel Service Appliance 100

  • Page 1 Service Appliance 100 Planning, Installation, and Administration Guide Part Number 850-1297-01...
  • Page 2 ShorePhone, and ShoreWare are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. The ShoreTel logo is a trademark of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners.

  • Page 3: Table Of Contents

    About the ShoreTel SA-100 ........
  • Page 4 Verifying the Contents of the SA-100 Box ......34 Mounting the ShoreTel Service Appliance 100 ......34 Connecting the Power Cable .
  • Page 5 Service Appliance 100 Restore........
  • Page 6 SA-100 Planning, Installation, and Administration Guide Table of Contents...

  • Page 7: Preface

    System Documentation The ShoreTel Service Appliance 100 Planning, Installation and Administration Guide (this guide) can be found in the documentation folder on the ShoreTel DVD and can also be accessed from ShoreWare Director. This guide provides information on how to plan the implementation of the ShoreTel Service Appliance 100 (SA-100), as well as how to install the necessary hardware and configure the integrated applications.
  • Page 8 SA-100 Planning, Installation, and Administration Guide The ShoreTel Server Software Release Notes provide information about new releases, new features, installation, and upgrading for the ShoreTel server. They can be found in the documentation folder on the associated DVD and may also be accessed from...

  • Page 9: Chapter 1: Overview Of Sa-100

    ShoreTel® Service Appliance 100 (referred to throughout this document as SA-100) units in their ShoreTel system to perform conferencing and instant message services. The SA-100 is a ShoreTel appliance that installs on your network and augments the ShoreTel system with conferencing and instant messaging services. The SA-100 gives ShoreTel system users the ability to create and participate in scheduled and impromptu media-rich conferences and in instant messaging.

  • Page 10: Distributed Conferencing Capabilities

    SA-100 Planning, Installation, and Administration Guide Chapter 1: Overview of SA-100 The SA-100 is a node that installs on a ShoreTel server site and performs processing functions for conference calls and IM sessions. In conference calls, the SA-100 serves as a hub that receives audio and data streams from the participants, bundles the streams, and broadcasts the bundles to the other conference participants.

  • Page 11: Integrated Services

    Chapter 1: Overview of SA-100 SA-100 Planning, Installation, and Administration Guide release by the ShoreTel server. When you upgrade the ShoreTel system, SA- 100s will automatically upgrade as required when the device restarts. Integrated Services The SA-100 allows the ShoreTel system to provide conferencing to ShoreTel users.

  • Page 12: Shoretel Conferencing And Im Capacities

    The SA-100 is designed to provide high availability in other ways. The system is set up so that you can assign each SA-100 a primary and backup ShoreTel server to manage the unit. If the primary ShoreTel server fails or is otherwise unavailable, the backup server takes over the call management duties without interrupting conferencing services.

  • Page 13: Host And Participant Desktop Requirements

    ShoreTel Web Conferencing supports the following PowerPoint versions: Microsoft PowerPoint 2003 • Microsoft PowerPoint 2007 • Microsoft PowerPoint 2010 • 1.9.4 Limitations Desktop sharing capability is not supported for all desktop applications. Some applications will not allow screen sharing with ShoreTel Conferencing. ShoreTel 12.3...
  • Page 14 SA-100 Planning, Installation, and Administration Guide Chapter 1: Overview of SA-100...

  • Page 15: Chapter 2: Planning And System Design

    H A P T E R Planning and System Design This chapter guides you through the planning process for deploying the ShoreTel Service Appliance 100 on your network. Topic discussed in the chapter include: "Recommendations" section on page 15 •...

  • Page 16: Determining The Number Of Sa-100S To Deploy

    SA-100 Planning, Installation, and Administration Guide Chapter 2: Planning and System Design 2.2.1 Determining the Number of SA-100s to Deploy Among the factors to consider in determining how many SA-100 to deploy are the capabilities of the SA-100. Table 2-1 provides information about the maximum number of participants an SA-100 can support by conference type.

  • Page 17: Considering System Topology

    2.2.2 Considering System Topology The topology in which your ShoreTel system is install can be a factor in determining how you deploy the SA-100. For ShoreTel systems installed over multiple sites (a site is an area managed by a ShoreTel server), whether those sites are in the same building or spread across diverse geographical regions, it may be more effective and efficient to install SA-100 units at specific sites.
  • Page 18 SA-100 Planning, Installation, and Administration Guide Chapter 2: Planning and System Design...

  • Page 19: Chapter 3: Network Requirements And Preparation

    During a conference, the conference page will be refreshed as the host uses it. The SA-100 behaves like an endpoint in a conference call. It relies on the ShoreTel server to perform call setup and teardown. In order to maximize the productivity enhancements provided by these services, the underlying network must be robust and properly configured.

  • Page 20: Supported Codecs And Bandwidth

    Meets the packet loss requirements for toll-quality voice. • Bandwidth management to prioritize your voice traffic over your data traffic. • Proper configuration of the ShoreTel system’s Admission Control feature for • each site. For Web conference streams: Delivers adequate bandwidth for the typical application you expect users to •...

  • Page 21: Time Services

    ShoreTel support website. Deployment Scenarios The ShoreTel Service Appliance 100 may be deployed both internal to the LAN or externally in a company’s DMZ. Deployment scenarios may include multiple installations of appliances in a ShoreTel system.

  • Page 22: Deployment In The Lan

    Deploying the ShoreTel Appliance 100 (SA-100)in the demilitarized zone (DMZ) is the preferred method to facilitate external traffic. This requires the firewall between the DMZ and the LAN to be properly configured for ShoreTel Voice Switch ports as shown in Figure 3-2.

  • Page 23: Requirements

    Internet. The network requires port-forwarding through the firewall which is restricted • to Web ports (80-unsecure & 443-HTTPS). NOTE ShoreTel does not support using a reverse-proxy server instead of port-forwarding. ShoreTel 12.3...

  • Page 24: Directions For Deployment

    SA-100 Planning, Installation, and Administration Guide Chapter 3: Network Requirements and Preparation 3.6.2.2 Directions for Deployment Step 1 Configure IP Settings for SA-100 on a LAN. Step 2 All ShoreGear ports below need to be open on the firewall for the traffic between the DMZ and the trusted site (LAN).

  • Page 25: Best Practice Tests

    3. Verify users can join Web conference from both the LAN and WAN. 4. Once the SA-100 status is green on ShoreWare Director, go to any ShoreTel Phone and press the “Conference” button. The call should be routed to the ShoreTel Conferencing, and you should be able to hear the conferencing prompts.
  • Page 26 SA-100 Planning, Installation, and Administration Guide Chapter 3: Network Requirements and Preparation...

  • Page 27: Chapter 4: Site Requirements And Preparation

    "Environmental Requirements" section on page 31 • Recommendations The following recommendations will assist you in planning and preparing your site for the ShoreTel system. Hire a cabling contractor to install your racks, patch panels, and cabling. • Have two RJ-48C cables ready for each SA-100.

  • Page 28: Front Panel

    SA-100 Planning, Installation, and Administration Guide Chapter 4: Site Requirements and Preparation Table 4-1 ShoreTel Service Appliance 100 Physical Specifications Parameter Service Appliance 100 (SA-100) Dimensions (H x W x D) 1.67 in (4.3 cm) (H) x 17.09 in (43.4cm) (W) x 15.5 in (39.4 cm) (D).

  • Page 29: Back Panel

    Lights up when the hard drive is in use. indicator Diagnostic indicator The four diagnostic lights display error codes during lights system startup. See “Diagnostic Lights” in the ShoreTel Maintenance Guide. System status Lights blue during normal system operation. Lights indicator amber when the system needs attention due to a problem.

  • Page 30: Power Cable

    Each SA-100 ships with a power cable. If you do not receive the correct power cable for your environment, contact your ShoreTel partner or ShoreTel technical support. NOTE ShoreTel recommends that you connect the SA-100 to a reputable surge protector or uninterruptable power supply (UPS).

  • Page 31: Maintenance Cable

    Ethernet switch. Maintenance Cable The ShoreTel SA-100 provides a maintenance port that you can connect a terminal to using a DB-9, female-to-female, null-modem connector. You can use the maintenance port to assign the unit IP address parameters when DHCP is not used.
  • Page 32 SA-100 Planning, Installation, and Administration Guide Chapter 4: Site Requirements and Preparation...

  • Page 33: Chapter 5: Installing The Sa-100

    • “Configuring the Unit for Operation” on page -38 • Preparing for Installation The section lists things that are recommended and required to install a ShoreTel SA- 100. Computer mounting rack capable of supporting 1U equipment. • Adequate clearance in the front and back of the rack to allow adequate •...

  • Page 34: Verifying The Contents Of The Sa-100 Box

    • Verifying the Contents of the SA-100 Box This section lists the items you should receive in your ShoreTel SA-100 package. Inspect the package carefully before you open it and contact the shipper if it is damaged. If items are missing from the package, contact your ShoreTel partner or ShoreTel technical support.

  • Page 35: Setting The Ip Address Manually

    SA-100 Planning, Installation and Administration Guide Setting the IP Address Manually This section describes how to set the IP address on the SA-100 manually. ShoreTel recommends that you use a static IP address for the SA-100. You can also use DHCP to assign the unit an IP address.
  • Page 36 Enter. The default login name is admin. The Password prompt appears. Step 5 At the Password prompt, type the password required to enter the CLI interface and press Enter. The default password is ShoreTel. The ShoreTel command-line interface as shown in Figure 5-2 appears. Figure 5-2...

  • Page 37: Using Dhcp To Set The Ip Address

    DHCP server to set parameters on a network device. Plugging the SA-100 into the Network The ShoreTel SA-100 is equipped with two Ethernet ports. The second port provides fault-tolerant protection by providing a second circuit for the unit to communicate with the network should a failure occur within the first circuit.

  • Page 38: Connecting The Bezel

    After you have mounted the SA-100 in a rack and connected it to the network, you must configure the ShoreTel system to use the unit. ShoreWare Director is used to configure the ShoreTel system to use the SA-100. The following chapter,...

  • Page 39: Chapter 6: Configuring The Sa-100

    H A P T E R Configuring the SA-100 You must register the SA-100 with the ShoreTel system and configure the system to use the SA-100. Topics discussed in this chapter: "Upgrading Firmware" on page 39 • "SA-100 Configuration Process" on page 40 •...

  • Page 40: Sa-100 Configuration Process

    Install Licenses. (Section 6.2.2) • Configure Conference Extension. (Section 6.2.3) • Turn off Port 5004. (Section 6.2.4) • Add SA-100 to ShoreTel Site. (Section 6.2.5) • Verify date and time synchronization. (Section 6.2.6) • Configure Backup SA-100 for Headquarters Server. (Section 6.2.6) •...

  • Page 41: Install Licenses

    Step 3 Click the New button at the top of the page. The Contact Information page appears. Step 4 In the Key field, enter the license key that you received from ShoreTel. Step 5 In the Comment field, enter a description of the license.

  • Page 42: Configure Conference Extension

    Configure Conference Extension The ShoreTel system automatically creates a system-wide conference number that it assigns an internal ShoreTel extension. This is a number that all ShoreTel users can use to initiate or join a ShoreTel conference. You can change extension manually and even use an external phone number for the conference extension.

  • Page 43: Turn Off Port 5004

    After you have installed the SA-100 on the network, you must associate the unit with a ShoreTel site. A ShoreTel site is defined as a region managed by a ShoreTel server. You will need the following SA-100 information to associate the unit with a site: IP address •...
  • Page 44 Service Appliance page appears in the right-hand window as shown in Figure 6-2. 3. In the Add new switch/appliance at site: field, select the ShoreTel server site where the SA-100 is physically installed. 4. In the of type: field, select Appliance 100 Collaboration.
  • Page 45 Ethernet Address (required) Enter the Ethernet address (MAC address) found on the ShoreTel Inc. label on the back of the unit. Fully Qualified Domain Enter the complete domain name or IP address Name (required) assigned to the SA-100 server.

  • Page 46: Verify Date And Time Synchronization

    The SA-100 provides services for users associated with the ShoreTel site where it is installed and to users of any site in the ShoreTel hierarchy that shares a branch with the installation site. Unless an SA-100 is installed or configured on the ShoreTel HQ site, all system users may not have access to SA-100 services.

  • Page 47: Configure Conference Web Page

    Step 7 In the Window Title field, enter the name that you want to use as the identifier for conferences managed by this SA-100. The name will appear on the browser tab of active conferences. The default name is ShoreTel Conference.
  • Page 48 SA-100 Planning, Installation, and Administration Guide Chapter 6: Configuring the SA-100 Step 8 To create footers that appears at the bottom of the conference Web page, do the following: Step a In a Footer Label field, enter the name that you want to appear as a footer at the bottom of conference Web pages.
  • Page 49 Chapter 6: Configuring the SA-100 SA-100 Planning, Installation, and Administration Guide Figure 6-6 Website Page ShoreTel 12.3...

  • Page 50: Configure Client Interface

    SA-100 Planning, Installation, and Administration Guide Chapter 6: Configuring the SA-100 6.2.9 Configure Client Interface You can configure parameters for the following features: Insert a logo on the viewer Web page. • Activate a tone that sounds when a user joins a conference. •...
  • Page 51 IP address is locked out. Specify the number of minutes an IP address is locked out before it • can again attempt to join a web conference. Step 12Click Submit. ShoreTel 12.3...

  • Page 52: 6.2.10 Configure Https

    HTTPS Certificate" on page 56 for instructions about installing an SSL certificate. If you do not have an SSL certificate, ShoreTel recommends that you purchase an SSL certificate from a reputable Certificate Authority (CA). To purchase such a certificate, you must first create a Certificate Signing Request (CSR) to present to the...
  • Page 53 • handle the certificate. Step 6 Click Create CRS. The ShoreTel system creates a CSR and a private key. Step 7 The system generates links that you can use to download the CSR and private key. Download the CSR and private key--if required---and send them to the CA.
  • Page 54 SA-100 Planning, Installation, and Administration Guide Chapter 6: Configuring the SA-100 Figure 6-8 Service Appliance Conference Administration Conferences Page...
  • Page 55 Chapter 6: Configuring the SA-100 SA-100 Planning, Installation, and Administration Guide Figure 6-9 HTTPS Tab ShoreTel 12.3...

  • Page 56: 6.2.10.2 Upload Https Certificate

    Step a Check the This is a wildcard certificate check box to use the certificate and private key you are about to upload on all SA-100s on your ShoreTel system. Step b In the SSL Certificate field, enter or browse to the path to the file that contains the SSL certificate that you want to use.

  • Page 57: 6.2.10.3 Enable Https

    You can also enable HTTPS on selected SA-100 or on all SA-100 in your system. Because the ShoreTel system uses a distributed approach, we recommends that you enable HTTPS on all of your SA-100s. The distributed approach ShoreTel uses means that multiple SA-100s can be used in a single conference. In conferences where HTTPS is used, SA-100s that are not configured to use HTTPS cannot communicate with SA-100s that are using HTTPS and are not allowed to join.

  • Page 58: 6.2.11 Create Sa-100 Users

    6.2.11 Create SA-100 Users Anyone can participate in or initiate ad hoc SA-100-managed conference calls. However, the SA-100 users referred to here are ShoreTel system users who are granted accounts that allow them to schedule and host conferences on SA-100s. For information about configuring users, refer to the ShoreTel 12.3 System Administration...

  • Page 59: 6.2.12 Configure Instant Messaging

    Chapter 6: Configuring the SA-100 SA-100 Planning, Installation, and Administration Guide 6.2.12 Configure Instant Messaging This section describes how to set up IM in the ShoreTel system and for individual users. For information about configuring users, refer to the ShoreTel 12.3 System Administration Guide.

  • Page 60: 6.2.12.3 Configure Im

    6.2.12.4 Migrate IM and Presence Users to SA-100 To move IM and Presence users from a legacy ShoreTel IM Server to the SA-100: Step 1 Launch ShoreWare Director. Step 2 Click Administration > Users > Individual Users. The Individual Users page appears.

  • Page 61: Sa-100 Conference Administration Interface

    Step 3 Select an SA-100 listing and in the Quick Launch column click Launch. The Service Appliance Conference Administration page appears as shown in Figure 6-11. Figure 6-10Primary Voice Switches/Service Appliance Page w/ SA-100 Links Figure 6-11Service Appliance Conference Administration Page ShoreTel 12.3...

  • Page 62: Conferences

    This screen allows filters to display the following information: Show all conferences, all conferences in progress (including instant • conferences initiated through ShoreTel Communicator), or all recordings. Show conferences/recordings hosted on all appliances or by a specific • appliance.
  • Page 63 Concurrent ports (Figure 6-13) presents the number of conference ports used • by date and time and appliance (or all appliances). Available date filters are: — Last 3 days — Last 7 days — Last 30 days — By month, up to the last 12 months ShoreTel 12.3...
  • Page 64 SA-100 Planning, Installation, and Administration Guide Chapter 6: Configuring the SA-100 Figure 6-13Service Appliance Reports - Concurrent Ports...

  • Page 65: Chapter 7: Maintenance

    "IM Servers Maintenance Summary" section on page 74 • Quick Look The Quick Look maintenance panel provides a snapshot of the entire ShoreTel system. It includes information about each site and the corresponding system devices. To view Quick Look in ShoreWare Director, open an Internet browser and launch ShoreWare Director.
  • Page 66 Figure 7-1 Quick Look Panel The SA-100 installed in your ShoreTel system are listed in the Server/Appliance column. The green and red arrow to the left of the listing indicate whether an error (red) is registered with the unit. Additional basic information about the units is...

  • Page 67: Viewing System Information

    Figure 7-2 Maintenance Switches Summary panel The columns on the Maintenance - Voice Switches and Service Appliances Summary panel that are relevant to the Service Appliance 100 are as follows: Switch/Appliance - the name of the Service Appliance 100. •...

  • Page 68: Viewing Maintenance Information For An Sa-100

    Apply This Command to All Switches and Appliances menu allows for issuing commands to all switches and appliances at a site. From the Command Menu for the Service Appliance 100, either a Restart or a Reboot command may be issued. The Restart command will restart the...
  • Page 69 Fan: Status of the fan, with the following states: • — OK — Slow — Failed — Unknown Temperature: Status of the temperature, with the following states: • — OK — Yellow Alarm — Red Alarm — Unknown ShoreTel 12.3...

  • Page 70: Viewing Current Conference Activity Information

    Step 1 Launch ShoreWare Director with administrator privilege. The Quick Look panel appears. Step 2 In the Server/Appliance column, select the site in which the SA-100 that you want to view is installed. The ShoreTel Conference panel appears as shown in Figure 7-4.

  • Page 71: Switch Connectivity

    This value will reset to zero if the SA-100 is restarted. 7.3.2 Switch Connectivity The Switch Connectivity panel lists all ShoreTel Service Appliances, Voice Switches and Softswitches when Distributed Routing Service (DRS) is disabled. When DRS is enabled, the connectivity table is organized by site. ShoreTel 12.3...

  • Page 72: Audio And Web Conferencing Activity

    SA-100 Planning, Installation, and Administration Guide Chapter 7: Maintenance Figure 7-5 Switch Connectivity panel The Switch Connectivity panel includes the following: Connectivity Grid: The following indicators provide information about the • listed switch/appliance: — Green (C) indicates that the switch/appliance is connected and communicating with other switches/appliances in the system.
  • Page 73 — Capacity: Indicates the disk capacity. Total: Provides information about • — Conferences: — Active Conferences: — Request per Hour: In the number of conference request made per hour. — Last Successful Backup: Specifies the last time the appliance was backed up. ShoreTel 12.3...

  • Page 74: Im Servers Maintenance Summary

    SA-100 Planning, Installation, and Administration Guide Chapter 7: Maintenance IM Servers Maintenance Summary The IM Servers Maintenance panel presents the current and peak IM usage data for all appliances in the system. Figure 7-7 IM Servers Maintenance Summary The IM Servers Maintenance panel includes the following: Name: The name of the appliance providing IM services.

  • Page 75: Chapter 8: Going Live , And Training

    H A P T E R Going Live, and Training This chapter provides the requirements and other information for introducing the Service Appliance 100 and ShoreTel Conferencing services to your organization. The topic discussed include: "Complete Operational Testing of SA-100" section on page 75 •...

  • Page 76: Assign Users To Each Sa-100

    Assign Users to Each SA-100 Make sure that the ShoreTel user you want to be able to create and host conferences or to use instant messaging services is assigned to an SA-100. For information about assigning ShoreTel users to an SA-100, see the "Assign Users to Each SA-100"...

  • Page 77: Training

    SA-100 and ShoreTel Conferencing features, as well as the entire ShoreTel system. It is critical that all users be familiar with ShoreTel Conferencing services before the system is placed into production.
  • Page 78 SA-100 Planning, Installation, and Administration Guide Chapter 8: Going Live, and Training...

  • Page 79: Chapter 9: Backup And Restore

    CMCA ServicesMgr command line interface (svccli) commands. The backup will only execute if backup is enabled. See the ShoreTel Maintenance Guide for detailed instructions for executing an on-demand backup. NOTE ShoreTel recommends the SA-100 be installed on the same network as the FTP backup server to avoid bandwidth issues.
  • Page 80 Step 3 In the Name column, select the SA-100 that you want to configure for backup. The Edit Service Appliance 100 page as shown in Figure 9-1 appears. Figure 9-1 Edit Service Appliance 100 Page Step 4 Scroll down to the Backup section and do the following:...

  • Page 81: Service Appliance 100 Restore

    If these files are required, they can be retrieved by establishing an SSH or serial connection to the appliance and retrieving them manually. Restore procedures are considered non-routine and are not detailed in this guide. For detailed instructions, see the ShoreTel 12: Maintenance Guide. ShoreTel 12.3...
  • Page 82 SA-100 Planning, Installation, and Administration Guide Chapter 9: Backup and Restore...
  • Page 83 ShoreTel ........73...
  • Page 84 SA-100 Planning, Installation, and Administration Guide Index ISO 3166 ........... 51 recommendations, planning .

This manual is also suitable for:

Sa-100

Table of Contents