SHORE TEL Service Appliance 100 User manual

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

Document and Software Copyrights
Copyright © 1998-2012 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.
Printed in the United States of America. Contents of this publication may not be reproduced or
transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior
written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to
the specifications and materials contained herein and shall not be responsible for any damage (including
consequential) caused by reliance on the materials presented, including, but not limited to typographical,
arithmetic or listing errors.
Trademarks
ShoreTel, ShoreTel (and logo), Brilliantly Simple, Brilliantly Simple Communication, ShoreGear,
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.
Patents
The ShoreTel System is covered by patents as listed at http://www.shoretel.com/about/patents.html.
Version Information
ShoreTel 12.3
SA-100 Planning, Installation, and Administration Guide
Document Part Number: 850-1297-01
Version: SA-100_PIAG_12.3_20121126
Date: November 26, 2012
Company Information
ShoreTel, Inc.
960 Stewart Drive
Sunnyvale, California 94085 USA
+1.408.331.3300
+1.408.331.3333 (fax)
www.shoretel.com

ShoreTel 12.3 3
Table of Contents
PREFACE 7
CHAPTER 1: OVERVIEW OF SA-100 9
1.1 About the ShoreTel SA-100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.2 Distributed Conferencing Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.3 Single System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.4 Integrated Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
1.4.1 Audio-only Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
1.4.2 Web Conference Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
1.4.3 Instant Messaging Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
1.5 ShoreTel Conferencing and IM Capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
1.6 Service Appliance Failover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
1.7 Service Appliance Logs and Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
1.8 Integration with ShoreTel Communicator and Microsoft Outlook . . . . . . . . . . 12
1.9 Host and Participant Desktop Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.9.1 Internet Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.9.2 Microsoft Outlook Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.9.3 Microsoft PowerPoint Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.9.4 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
CHAPTER 2: PLANNING AND SYSTEM DESIGN 15
2.1 Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2.2 Determining Your Conferencing Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2.2.1 Determining the Number of SA-100s to Deploy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.2.2 Considering System Topology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.2.3 Considering Load Balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2.2.4 Considering Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2.3 Licensing Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CHAPTER 3: NETWORK REQUIREMENTS AND PREPARATION 19
3.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.2 Network Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.2.1 Supported Codecs and Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
3.3 IP Addressing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
3.4 Time Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
3.5 Network Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
3.5.1 Security Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Internal Firewall 21
Security Considerations 21

SA-100 Planning, Installation, and Administration Guide Table of Contents
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3.6 Deployment Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
3.6.1 Deployment in the LAN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
3.6.2 Deployment in the DMZ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Requirements 23
Directions for Deployment 24
Best Practice tests 25
CHAPTER 4: SITE REQUIREMENTS AND PREPARATION 27
4.1 Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
4.2 Physical Specifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
4.2.1 Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
4.2.2 Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
4.3 Power Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
4.4 Ethernet Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
4.5 Maintenance Cable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
4.6 Environmental Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
CHAPTER 5: INSTALLING THE SA-100 33
5.1 Preparing for Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
5.2 Verifying the Contents of the SA-100 Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
5.3 Mounting the ShoreTel Service Appliance 100 . . . . . . . . . . . . . . . . . . . . . . . . . 34
5.4 Connecting the Power Cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
5.5 Setting the IP Address Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
5.6 Using DHCP to Set the IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
5.7 Plugging the SA-100 into the Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
5.8 Connecting the Bezel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
5.9 Configuring the Unit for Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
CHAPTER 6: CONFIGURING THE SA-100 39
6.1 Upgrading Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
6.2 SA-100 Configuration Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
6.2.1 Configure Network Time Protocol (NTP) Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
6.2.2 Install Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Obtain Conference License 41
Install License 41
6.2.3 Configure Conference Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
6.2.4 Turn Off Port 5004 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
6.2.5 Add SA-100 to ShoreTel Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
6.2.6 Verify Date and Time Synchronization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
6.2.7 Configure Backup SA-100 for Headquarters Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
6.2.8 Configure Conference Web Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
6.2.9 Configure Client Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50
6.2.10 Configure HTTPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Obtain SSL Certificate 51
Upload HTTPS Certificate 54
Enable HTTPS 55
6.2.11 Create SA-100 Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Table of Contents SA-100 Planning, Installation, and Administration Guide
ShoreTel 12.3 5
6.2.12 Configure Instant Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Enable Instant Messaging 57
Configure IM Class of Service 57
Configure IM 58
Migrate IM and Presence Users to SA-100 58
6.3 SA-100 Conference Administration Interface . . . . . . . . . . . . . . . . . . . . . . . . . . 59
6.3.1 Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
6.3.2 Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
CHAPTER 7: MAINTENANCE 63
7.1 Quick Look. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
7.2 Viewing System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
7.3 Viewing Maintenance Information for an SA-100 . . . . . . . . . . . . . . . . . . . . . . . 66
7.3.1 Viewing Current Conference Activity Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
7.3.2 Switch Connectivity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
7.4 Audio and Web Conferencing Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
7.5 IM Servers Maintenance Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
CHAPTER 8: GOING LIVE, AND TRAINING 73
8.1 Complete Operational Testing of SA-100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
8.2 Assign Users to Each SA-100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
8.3 Verify Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
8.4 Distribute User Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
8.5 Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
CHAPTER 9: BACKUP AND RESTORE 77
9.1 Service Appliance 100 Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
9.2 Service Appliance 100 Restore. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
INDEX 81

SA-100 Planning, Installation, and Administration Guide Table of Contents
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ShoreTel 12.3 7
Preface
Objectives
This document provides planning, installation and administration information for
the ShoreTel Service Appliance 100 (SA-100) and integrated applications.
Audience
This guide is written for the person who plans, installs, administers, and maintains
the ShoreTel system. This individual should be knowledgeable about data
networking and telephony to use this guide effectively.
Organization
This document is generally organized into major tasks, presented in the order in
which they should be completed.
Documentation Overview
The ShoreTel system is documented as described in the following sections.
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. The ShoreTel Service Appliance 100 Planning,
Installation and Administration Guide can be used in conjunction with the ShoreTel 12.3
Planning and Installation Guide and the ShoreTel 12.3 ShoreTel Administration Guide.
The ShoreTel 12.3 Planning and Installation Guide can be found in the documentation
folder on the ShoreWare DVD and can also be accessed from ShoreWare Director. It
provides information on how to plan the implementation of the ShoreTel system, as
well as how to install the necessary hardware, data communications, and
telecommunications elements.
Software Documentation
The ShoreTel Administration Guide provides detailed reference information (both task-
based and screen-by-screen) on how to administer and maintain the ShoreTel system
using ShoreWare Director.

SA-100 Planning, Installation, and Administration Guide Preface
8
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
ShoreWare Director:
Hardware Documentation
The following installation documents are packaged with the associated ShoreGear
voice switch, ShoreTel Service Appliance 100, or ShorePhone IP phone.
• Quick Install Guides for each ShoreTel Voice Switch
• ShoreTel Service Appliance 100 Quick Install Guide
• Quick Install Guide for each ShorePhone IP phone
User Documentation
End-user documentation is installed during the ShoreTel Communicator
installation. It is available through the Help > Contents and Index command within
the ShoreTel Communicator application.
Online Knowledge Base
To access additional information about the current release or to resolve issues with
the ShoreTel system, you can use the ShoreTel online knowledge base. This
password-protected, online database is accessible to authorized contacts through the
ShoreTel web site at www.ShoreTel.com.
Document Conventions
Conventions used in this guide include the following:
• Data-entry field names, hypertext links, control buttons, keywords, and other
items within the system management interface are in boldface text.
• Information that you enter in data-entry fields is in a data_entry font.

ShoreTel 12.3 9
C HAPTER 1
Overview of SA-100
This document is designed for planners and system administrators looking to deploy
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. The SA-100s support
audio and Web conferences, allows third-party calendars such as
Microsoft® Outlook® to schedule conferences, and supports load distribution
whereby SA-100 units work together to provide least-cost-routing to reduce
telephony cost.
This chapter presents an overview of the ShoreTel Service Appliance 100 (SA-100),
including a description of the integrated applications and capacities to guide you in
planning your installation. The topics are discusses in this chapter include:
•"About the ShoreTel SA-100" section on page 9
•"Distributed Conferencing Capabilities" section on page 10
•"Single System Management" section on page 10
•"Integrated Services" section on page 11
•"ShoreTel Conferencing and IM Capacities" section on page 12
•"Service Appliance Failover" section on page 12
•"Service Appliance Logs and Records" section on page 12
•"Integration with ShoreTel Communicator and Microsoft Outlook" section on
page 12
•"Host and Participant Desktop Requirements" section on page 13
1.1 About the ShoreTel SA-100
The ShoreTel SA-100 is a 1U, dedicated, plug-and-play appliance designed to
integrate seamlessly into the ShoreTel system and to install where you need it on
your network to provide cost-effective conferencing and instant messaging (IM)
services for ShoreTel system users.
The 1U footprint means that unit is suitable for 19-inch equipment racks. The unit is
shipped with a versatile rack-mounting kit that easily accommodates different rack
styles and a locking ShoreTel front bezel.

SA-100 Planning, Installation, and Administration Guide Chapter 1: Overview of SA-100
10
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. The SA-100
also maintains conference Web pages and manages IM sessions for users.
ShoreTel Telephony Management Service (TMS)and other ShoreTel software
installed on the SA-100 ensures the integration of the unit into the ShoreTel system.
This allows the system to use a universal conference number while directing
conference requests to the appropriate appliance in environments where more than
one SA-100 is installed. The software also allows the system to collect and store call
data from the SA-100 where it can be retrieved and viewed as Call Detail Records
(CDR) in ShoreWare Director.
The conferencing and instant messaging services the SA-100 provide seamlessly
integrate with user desktop applications such as ShoreTel Communicator and
Microsoft Outlook.
1.2 Distributed Conferencing Capabilities
ShoreTel SA-100s are scalable. Each SA-100 supports up to 50 ports allowing as
many as 50 total participants in the aggregate of conference calls or 500 IM users. A
ShoreTel system can support up to five SA-100. That means that a ShoreTel system
can support up to 250 aggregate participants or 2500 IM users.
In deployment, SA-100s are assigned to ShoreTel sites (regions managed by a
ShoreTel server). SA-100 may be assigned to physical or logical ShoreTel sites. One
SA-100 must be assigned to the ShoreTel Headquarters site or the headquarters
backup site which may be located anywhere on the network (see the ShoreTel 12:
ShoreTel System Administration Guide for information about creating ShoreTel server
sites).
NOTE We recommend that you create backup sites for each SA-100 that you
deploy.
When multiple SA-100s are deployed, the ShoreTel system automatically assigns a
conference request to the appropriate appliance based on the conference
information. Multiple deployment also allows automatic failover to be implemented
whereby the ShoreTel server can reroute conference requests to other appliances
should a SA-100 experience a connectivity or hardware problem.
1.3 Single System Management
The ShoreTel system is a comprehensive unified communications solution. It allows
you to manage the entire ShoreTel network from a single point of entry: ShoreWare
Director. After you install the SA-100 on the network, you must register the unit with
ShoreWare Director, use ShoreWare Director to configure the unit for operation, and
configure the system to use the SA-100. This document describes how to use
ShoreWare Director to register the SA-100 and perform the set up required to use the
appliance in the ShoreTel system. For information about using ShoreWare Director,
refer to the ShoreTel 12: ShoreTel System Administration Guide.
NOTE The ShoreTel system provides automated software distribution for all
components on the system including the SA-100. When you add a new SA-
100 to the system, it is automatically upgraded to the current software