SA-Announce ShoreTel User Guide

262 Pages·2015·13.89 MB·English

SA-Announce Notification Platform
User Manual for ShoreTel
Version 9.0.17
© 2015 Syn-Apps L.L.C.
About Syn-Apps
Syn-Apps L.L.C. was founded in 2001 as a consulting firm focused
on developing software for IP telephony platforms. Since that time,
Syn-Apps has evolved as a market leader in enterprise-wide paging
and notification solutions designed to improve business processes,
increase safety, and streamline internal and external
communication. Since 2001, over 2,000 organizations have
integrated our notification software with phones, paging systems, IP
speakers, and hundreds of other internal systems and services.
Syn-Apps has an extensive knowledge base in numerous
development technologies. In addition, Syn-Apps has a strong
background in network design and networking fundamentals. We
believe this combination of experience in a broad range of
technologies allows us to offer our customers an end-to-end
application development solution.
We believe that in order to have a successful application
deployment, one should not only understand the development
environment, but also understand how the application will interact
with the rest of network. Syn-Apps has extensive networking
experience based on a number of network development and design
projects for many Fortune 100 companies. We believe that this
enables us to become a valuable asset to any development team.
Syn-Apps developers have a wide variety of development
experience in many diverse industries. Our developers have been
employed by, or consulted for companies such as Oracle, Microsoft,
Cisco, General Motors, General Dynamics, Bloomberg, and many
others. All of our developers have a keen understanding of the
software development life cycle and know how to develop successful
applications.
At Syn-Apps we understand the importance of a team environment
and are comfortable developing and sharing information to ensure
that the best of breed product is produced.
Contents 3
Table of Contents
Part 1 SA-Announce Overview 9
Part 2 Application Features 13
Part 3 Manual Conventions 17
Part 4 Information Center 19
Part 5 System Requirements 22
1 Applic..a..t.i.o..n.. .S..e..r..v.e..r.. .R..e..q..u..i.r.e..m...e..n..t.s........................................................................................ 22
Windows 2003.. .S..e...r.v..e...r. ........................................................................................................................................... 23
Windows 2008.. .S..e...r.v..e...r. ........................................................................................................................................... 24
Disabling U.A...C..................................................................................................................................................... 25
Disabling P.u..b..l.ic.. .F..i.r.e..w....a..ll.................................................................................................................................... 25
Disabling IE.. .E..n..h..a..n..c..e..d.. .S..e..c..u..r.i.t.y.......................................................................................................................... 25
Verify IIS In..s..t.a..l.la..t.i.o..n........................................................................................................................................... 26
Installing A.S..P....N...E..T.............................................................................................................................................. 27
Windows 2012.. .S..e...r.v..e...r. ........................................................................................................................................... 28
2 Shore..T..e..l. .S..h..o..r.e..W...a..r..e.. .D..i.r.e..c..t.o..r............................................................................................. 29
Call Control S.e..t.t..i.n..g..s... ............................................................................................................................................ 30
SIP Profiles .......................................................................................................................................................... 32
SIP Servers .......................................................................................................................................................... 34
Switch Setting..s... .-. .A...l.l.o..c..a..t.i.n...g.. .S..I.P... .P..r..o..x..y.. .P..o...r.t..s.. ................................................................................................... 35
Site Settings .......................................................................................................................................................... 37
Switch Setting..s... .-. .A...l.l.o..c..a..t.i.n...g.. .P..o...r.t..s.. .f.o...r. .S...I.P.. .T..r..u..n...k..s.. .......................................................................................... 38
ShoreTel Syst..e..m.... .S..e..t..t.i.n..g...s.. .-. .T...r.u...n..k.. .G...r..o..u..p...s.. ..................................................................................................... 39
ShoreTel Syst..e..m.... .S..e..t..t.i.n..g...s.. .-. .I.n...d..i.v..i.d..u...a..l. .T..r..u..n..k...s.. ............................................................................................... 43
Users - Enable.. .A...l.l.o..w.... .P..h..o...n..e.. .A...P..I. ......................................................................................................................... 45
Authorized Se..r..v..e..r.. ................................................................................................................................................ 46
3 Netwo..r.k.. .R..e..q..u..i.r..e..m...e..n..t.s........................................................................................................ 46
Firewall Ports. ......................................................................................................................................................... 46
Multicast Req.u..i.r..e..m....e..n..t..s.. ...................................................................................................................................... 47
Part 6 Installation Procedure 49
1 Updat.e.. .P...r.o..c..e..d..u..r.e................................................................................................................ 50
Part 7 Configuration Utility 53
Part 8 Post Installation Instructions 56
1 SIP T.r.u..n..k.. .G..r.o..u..p..s................................................................................................................. 56
2 SIP T.r.u..n..k..s........................................................................................................................... 58
3 Off Sy..s.t.e..m... .E..x..t.e..n..s..i.o..n..s......................................................................................................... 59
4 Group.. .C..r.e..a..t.i.o..n..................................................................................................................... 60
5 Misc I.n..f.o............................................................................................................................... 61
© 2015 Syn-Apps L.L.C.
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4 SA-Announce ShoreTel User Guide
Part 9 Initial Application Configuration 63
1 First T..i.m...e.. .L..o..g..i.n................................................................................................................... 63
2 Servic..e.. .C..o..n..f.i.g..u..r..a..t.i.o..n.. .S..e..t.t.i.n..g..s............................................................................................ 64
Advanced Set.t.i.n...g..s.. ................................................................................................................................................ 66
Phone Service..s... ..................................................................................................................................................... 67
3 Phone.. .F..e..a..t.u..r..e..s................................................................................................................... 68
4 Multic..a..s.t. .C..o..n..f.i.g..u..r..a..t.i.o..n........................................................................................................ 70
5 User M...a..n..a..g..e..m...e..n..t............................................................................................................... 75
6 Troub.l.e..s..h..o..o..t.i.n..g.. .T..e..s.t.s.......................................................................................................... 78
Part 10 Notification Group Configuration 82
1 SA-An..n..o..u..n..c..e.. .N..o..t.i.f.i.c..a..t.i.o..n.. .G..r.o..u..p.. .T..y..p..e..s............................................................................... 83
Ad-Hoc .......................................................................................................................................................... 85
Emergency Al.e...r.t.. ................................................................................................................................................... 86
Holler .......................................................................................................................................................... 88
Normal .......................................................................................................................................................... 90
RecordNPlay .......................................................................................................................................................... 91
Respond .......................................................................................................................................................... 93
Text .......................................................................................................................................................... 94
2 Notific..a..t.i.o..n.. .G...r.o..u..p.. .S..e..t.u..p...................................................................................................... 95
3 Email................................................................................................................................... 98
4 IP Ph.o..n..e..s............................................................................................................................ 99
5 Desk.t.o..p.. .C...l.i.e..n..t.s.................................................................................................................. 102
6 Clou.d.. .S..e..r..v.i.c..e..s................................................................................................................... 103
7 Exte.r.n..a..l............................................................................................................................. 105
8 IP Sp..e..a..k..e..r.s........................................................................................................................ 107
9 Syn-.A..p..p..s.. .P..a..g..i.n..g.. .R..e..l.a..y..s.................................................................................................... 109
10 Stati.c.. .S..t.r.e..a..m...s.................................................................................................................... 111
11 Valc.o..m................................................................................................................................ 112
12 Beac..o..n..s............................................................................................................................. 112
13 Mass.. .N..o..t.i.f.i.c..a..t.i.o..n................................................................................................................ 114
Part 11 Creating Emergency Alert Groups 116
Part 12 SA-Announce Scheduler 120
1 Crea.t.i.n..g.. .S...c.h..e..d..u..l.e..s.. .U..s..i.n..g.. .t.h..e.. .S..c..h..e..d..u..l.e..r. .T..o..o..l.................................................................. 122
2 Editi.n..g.. .A.. .S..c..h..e..d..u..l.e............................................................................................................. 127
Editing Asso.c..i.a..t.e...d.. .S..c..h...e..d..u...l.e..d.. .E..v..e...n..t.s... ............................................................................................................ 128
3 Audi.o.. .U..p..l.o..a..d...................................................................................................................... 129
Customizing. .A...u..d...i.o.. .F..e..e...d..b..a..c..k... .......................................................................................................................... 130
Audio File. .D...e..s..c..r.i.p..t.io..n..s..................................................................................................................................... 131
Part 13 Sending A Text Message 134
1 Mess..a..g..e.. .B..r.o..w...s.e..r............................................................................................................... 136
© 2015 Syn-Apps L.L.C.
Contents 5
Part 14 SA-Announce Reporting 138
1 Notif.i.c..a..t.i.o..n.. .G..r..o..u..p.. .R..e..p..o..r.t.................................................................................................. 139
2 Notif.i.c..a..t.i.o..n.. .A..c..t.i.v..i.t.y. .R...e..p..o..r.t................................................................................................ 141
3 Sche..d..u..l.e..s. .A...c.t.i.v..i.t.y.. .R..e..p..o..r.t.................................................................................................. 142
4 Text. .A..c..t.i.v..i.t.y. .R...e..p..o..r.t........................................................................................................... 143
5 Logi.n.. .A..c..t.i.v..i.t.y. .R...e..p..o..r.t......................................................................................................... 144
6 User.s. .R...e..p..o..r.t...................................................................................................................... 145
Part 15 Syn-Apps Analytics 147
Part 16 Web Service (API) 150
Part 17 Email Settings 154
Part 18 AMBER Alert Settings 156
Part 19 Weather Alert Settings 160
1 Wea.t.h..e..r. .A...l.e..r.t. .S..u..p..p..o..r.t.e..d.. .E..v..e..n..t.s........................................................................................ 163
Part 20 Configure IP Phone Services 167
1 Phon..e.. .M...e..s.s..a..g..e.. .B..r.o..w...s..e..r................................................................................................... 168
2 Notif.i.c..a..t.i.o..n.. .G..r..o..u..p.. .D..i.r.e..c..t.o..r.y............................................................................................... 168
3 Back..g..r.o..u..n..d.. .M...u..s.i.c.. .S..e..t.t.i.n..g..s................................................................................................ 169
Configure Ba..c..k..g..r..o..u...n..d.. .M....u..s..i.c.. .f..o..r.. .S..h..o...r.e...T..e..l. .P...h..o..n...e..s.. .................................................................................... 170
Part 21 Syn-Apps Paging Relay Configuration 173
1 Supp..o..r.t.e..d.. .S...y.n..-.A...p..p..s. .P..a..g..i.n..g.. .R...e..l.a..y.s................................................................................... 175
2 Syn-.A..p..p..s.. .P..a..g..i.n..g.. .R..e..l.a..y.. .S..e..t.u..p............................................................................................ 175
Part 22 Syn-Apps Desktop Notification Client
Configuration 180
1 Supp..o..r.t.e..d.. .D...e..s.k..t.o..p.. .N..o..t.i.f.i.c..a..t.i.o..n.. .C..l.i.e..n..t.s.............................................................................. 181
2 Syn-.A..p..p..s.. .D..e..s.k..t.o..p.. .N..o..t.i.f.i.c..a..t.i.o..n.. .C..l.i.e..n..t. .S...e..t.u..p....................................................................... 181
Windows Re.q..u..i.r..e..m....e..n...t.s.. .................................................................................................................................... 181
Macintosh Re...q..u..i.r..e..m....e..n...t.s.. .................................................................................................................................. 182
3 DNC. .C..o..n..f.i.g..u..r.a..t.i.o..n.............................................................................................................. 183
Automatic Co...n..f.i.g...u..r..a..t.i.o..n... ................................................................................................................................... 183
Manual Conf.i.g..u..r..a..t.i.o...n.. ......................................................................................................................................... 186
Part 23 Syn-Apps IP Speaker Configuration 189
1 Supp..o..r.t.e..d.. .S...y.n..-.A...p..p..s. .I.P.. .S...p..e..a..k.e..r..s...................................................................................... 191
2 Syn-.A..p..p..s.. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p................................................................................................ 191
Part 24 Legacy Algo IP Speaker Configuration 195
© 2015 Syn-Apps L.L.C.
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6 SA-Announce ShoreTel User Guide
1 Lega..c..y. .A...l.g..o.. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p........................................................................................... 197
Part 25 AND IP Speaker Configuration 199
1 Supp..o..r.t.e..d.. .A...N..D.. .I.P.. .S...p..e..a..k.e..r..s.............................................................................................. 201
2 AND. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p........................................................................................................ 201
Part 26 Atlas IP Speaker Configuration 205
1 Supp..o..r.t.e..d.. .A...t.l.a..s. .I.P.. .S...p..e..a..k.e..r..s............................................................................................. 207
2 Atlas.. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p....................................................................................................... 207
Part 27 CyberData IP Speaker Configuration 210
1 Supp..o..r.t.e..d.. .C...y.b..e..r..D..a..t.a.. .S..p..e..a..k..e..r.s......................................................................................... 212
2 Cybe..r.D..a..t.a.. .S...p..e..a..k.e..r.. .S..e..t.u..p.................................................................................................. 213
Part 28 Valcom IP Speaker Configuration 215
1 Supp..o..r.t.e..d.. .V...a..l.c.o..m... .S...p..e..a..k.e..r..s............................................................................................. 216
2 Valc.o..m... .I.P.. .S..p..e..a..k..e..r. .S...e..t.u..p.................................................................................................. 217
Part 29 Alertus Configuration 220
1 Supp..o..r.t.e..d.. .A...l.e..r.t.u..s. .D...e..v.i.c..e..s................................................................................................. 222
2 Alert.u..s.. .D..e..v..i.c..e.. .S..e..t.u..p.......................................................................................................... 222
Part 30 Everbridge Configuration 224
1 Ever.b..r.i.d..g..e.. .S..e..t.u..p................................................................................................................ 225
Part 31 Twitter Configuration 228
Part 32 External Phone Integration 230
1 Supp..o..r.t.e..d.. .A...n..a..l.o..g.. .S..y..s.t.e..m...s................................................................................................ 231
2 Supp..o..r.t.e..d.. .A...n..a..l.o..g.. .I.n..t.e..r.f.a..c..e..s............................................................................................. 231
Part 33 Advanced Paging Configuration 233
1 SA-A..n..n..o..u..n..c.e.. .M...u..l.t.i.c..a..s.t. .R...o..u..t.e..r./.S..w...i.t.c..h.. .C..o..n..f.i.g..u..r.a..t.i.o..n......................................................... 233
2 Mult.i.-.S..i.t.e.. .C..e..n..t.r.a..l.i.z..e..d.. .S..A...-.A..n..n..o..u..n..c..e.. .S..e..r.v..e..r...................................................................... 234
Part 34 Troubleshooting Guide 236
1 Insta.l.l.a..t.i.o..n.. ./. .C...o..n..f.i.g..u..r.a..t.i.o..n................................................................................................. 237
Windows Env..i.r..o..n...m...e...n..t.a..l. .I.s...s..u..e...s.. ...................................................................................................................... 237
Installation Is..s...u..e..s... .............................................................................................................................................. 238
Licensing Iss...u..e..s... ................................................................................................................................................ 238
Configuratio.n.. .I.s..s...u..e..s... ......................................................................................................................................... 239
Upgrade Pro.c..e..d..u...r.e... .T..r..o..u..b...l.e..s..h...o..o..t..i.n..g.. ............................................................................................................. 241
Reconfigu..r.e.. .S...Q..L.. .S...e..r.v..e..r................................................................................................................................. 245
2 Web. .I.n..t.e..r.f.a..c..e.. .(.G...U..I.)........................................................................................................... 247
GUI Log File .......................................................................................................................................................... 247
Group Creati.o...n.. .................................................................................................................................................... 248
© 2015 Syn-Apps L.L.C.
Contents 7
Text Messag..e.. ...................................................................................................................................................... 249
Other .......................................................................................................................................................... 250
3 Broa.d..c..a..s..t.e..r. .S..e..r.v..i.c..e........................................................................................................... 251
Service Start. .I.s...s..u..e...s.. ........................................................................................................................................... 251
Endpoint Com....m...a..n...d.. .I.s..s...u..e..s... .............................................................................................................................. 252
Audio Issues.. ........................................................................................................................................................ 254
4 Sche..d..u..l.e..r. .S..e..r..v.i.c..e.............................................................................................................. 255
5 Phon..e.. .S..e..r..v.i.c..e..s.................................................................................................................. 256
Groups Direc..t.o...r.y.. ................................................................................................................................................. 256
API .......................................................................................................................................................... 257
Part 35 Help and Support 259
1 Docu..m...e..n..t.a..t.i.o..n................................................................................................................... 259
2 Know...l.e..d..g..e.. .B..a..s..e................................................................................................................ 260
3 Prep.a..r..e.. .R..e..p..o..r.t.................................................................................................................. 261
© 2015 Syn-Apps L.L.C.
7
SA-Announce
Overview
Part
1
SA-Announce Overview 9
1 SA-Announce Overview
SA-Announce Notification System for ShoreTel
The SA-Announce Notification System is a feature-rich notification system that couples with ShoreTel
Communication Manager to provide text and audio notifications across an enterprise. The notifications can be in
real time, such as emergency alerts and live audio notifications, or they can be scheduled via the scheduling
system. SA-Announce integrates the phone system with a large number of disparate endpoints such as
ShoreTel IP Phones, Syn-Apps Paging Relay, Syn-Apps IP speakers, Cloud Services, Legacy Overhead
Systems, PC Desktops, Algo IP speakers, AND IP speakers, Atlas IP speakers, CyberData IP speakers,
Valcom IP speakers, Email, Alertus and Everbridge devices.
Notifications can be made by picking up the phone and dialing the notification group directory number (as well as
other methods such as automated via a relay or web). The SA-Announce Notification System has numerous
audio streaming models that can be used to accommodate almost any notification requirements from one
centralized server. Non-multicast enabled wide-area networks (WAN) can provide notifications to all remote sites
using one centralized SA-Announce server with the addition of the Syn-Apps Paging Relay appliance. Streaming
models include unicast, server sourced multicast, Paging Relay assisted multicast, and phone sourced
multicast.
Recent feature additions for SA-Announce include:
Version / Feature Description
SA-Announce 9.0.17
Bug Fixes & Software General software maintenance, bug fixes, and performance enhancements made to
Maintenance SA-Announce.
Updated Service SA-Announce now receives AMBER Alerts from the DOJ (Department of Justice).
Provider for AMBER
Alerts
Regroup Notifier Regroup notifier is now supported by SA-Announce.
Facebook Integration Discontinued support for Facebook integration.
SA-Announce 9.0.16
Bug Fixes & Software General software maintenance, bug fixes, and performance enhancements made to
Maintenance SA-Announce.
SA-Announce 9.0.15
Bug Fixes & Software General software maintenance, bug fixes, and performance enhancements made to
Maintenance SA-Announce.
SA-Announce 9.0.14
SA-Announce User Updated UI with a fresh color scheme and improved navigation.
Interface
SA-Announce SA-Announce Scheduler has been redesigned to use a new graphical scheduler
Scheduler that allows for easy scheduled event creation, including recurring events.
New Calendar-Based Event Scheduler - Easily create and manage
customizable events. All events per schedule are now visible in one
centralized location, providing users with a simplified management
experience. Users have the option to view events by day, week, or month
Recurring Events - Schedule event frequencies and duration
Customized Labels - Color-code specific scheduled events for better
organization
© 2015 Syn-Apps L.L.C.
10 SA-Announce ShoreTel User Guide
Note: The Overrides tab is no longer available, (formerly found by navigating to:
Schedules >> Scheduled Broadcasts >> Overrides), as the graphical
scheduler tool can be easily manipulated to create schedule overrides.
The SA-Announce Configuration Utility will update any existing schedules,
including their overrides, to the new format required by the graphical scheduler tool.
Algo Speakers SA-Announce 9.0.14 supports legacy Algo speakers. Refer to Legacy Algo
Speaker Configuration for details. Algo IP speaker support coming soon!
Paging Relay GPO Paging Relays can now be configured to activate their GPO (general purpose
Emergency Alert output) Contact Closure for a specified time on a per-group basis.
Activation
SA-Announce 9.0.13
Paging Relays Syn-Apps' Paging Relay can now be used to activate SA-Announce Emergency
Alert groups using Paging Relay GPIO.
SA-Announce 9.0.12
Reporting Built-in reports gather and export detailed information regarding notification group
configuration data and system user permissions.
Syn-Apps Analytics Provides a holistic view of all notification activity including both on and off-premise
services. Generates complete activity reports including: Group name, Activation
date/time, Initiator, Associate Endpoints, etc.
SA-Announce 9.0.11
Windows 2012 Server Syn-Apps SA-Announce now supports Windows 2012 server.
SA-Announce 9.0.10
Cloud Services Syn-Apps Cloud Services is now in beta and can be used to send notifications to
mobile devices, internet messengers, SMS and Cisco Digital Media signage.
Contact [email protected] for further details.
Active Directory System users can now be authenticated against an Active Directory.
Integration
SA-Announce 8.3.14
Server Redundancy Join multiple SA-Announce servers into a cluster to facilitate automated failover.
SA-Announce 8.3.13
Weather Alerts Weather Alerts have been updated to use the NWS CAP feed. Short duration
events such as Tornado Warnings can now be monitored. Additional events such
as Civil Warnings and 911 Telephone Outage are also available.
SA-Announce 8.2.0
Group Opening Tone Assign custom audio files to serve as the notification group opening tone.
AND Speaker Text Text messages now allow configuration of the text color, scroll speed and number
of loops for AND IP speakers.
Schedule Time Zone Schedules now have an associated time zone for large deployments.
SA-Announce 8.0.0
AND IP Speaker SA-Announce now supports AND IP Speakers.
Support
Desktop Notification SA-Announce now supports the Syn-Apps Desktop Notification Client allowing
Client users to target PC desktops with live and stored audio messages, text messages,
polls, AMBER alerts and weather alerts.
The SA-Announce Notification System has been created using ASP.NET 3.5 to provide a rich user interface.
Menus and lists that contain multiple items are searchable, highlight the menu or list in question and begin to
type, the selection indicator will select the first matching item in the list.
© 2015 Syn-Apps L.L.C.