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

Chapter 1: Overview of SA-100 SA-100 Planning, Installation, and Administration Guide
ShoreTel 12.3 11
release by the ShoreTel server. When you upgrade the ShoreTel system, SA-
100s will automatically upgrade as required when the device restarts.
1.4 Integrated Services
The SA-100 allows the ShoreTel system to provide conferencing to ShoreTel users.
The SA-100 supports the following types of conferencing:
•Audio-only conferences
•Web-only conferences
•Web and audio conferences
•Instant messaging
This section provides a brief description about the types of conferences the SA-100
supports.
1.4.1 Audio-only Conferences
Each SA-100 provides 50 ports for audio conferences. Up to 15 of those ports can be
used for high definition (HD) audio. Ports are not reserved but allocated on a first-
come-first-serve basis. When all of the audio ports on an SA-100 are in use, calls that
initiate new conferences are routed to an available SA-100. New calls to join an
existing conference are routed to an auto attendant and informed that there are no
available ports. When all of the ports available to the system are in use, all callers
that access the conference receive a message that the conference is full.
Similarly, when the number of conference participants exceeds the number of audio
conference licenses you have, the extra participants receive an unavailable message.
1.4.2 Web Conference Service
Each SA-100 provides 30 ports for Web conferences. Ports are not reserved but
allocated on a first-come-first-serve basis. When all of the Web ports on an SA-100
are in use, calls that initiate new Web conferences are routed to an available SA-100.
New participants trying to join an existing Web conference are given a message
stating that there are no available ports. When all of the ports available to the system
are in use, all new participants are a statement that no ports are available.
Similarly, when the number of conference participants exceeds the number of Web
conference licenses you have, the extra participants are issued a message stating that
no ports are available.
1.4.3 Instant Messaging Service
Each SA-100 provides support for up to 500 IM users. This service provides the
Instant Messaging server to be used with ShoreTel Communicator for Windows and
with Apple's iChat client. As it is tightly coupled with Communicator, the user does
not have to authenticate specifically with the IM service.
For detailed explanations and usage of available features for each Application,
consult the ShoreTel Conferencing User Guide.

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1.5 ShoreTel Conferencing and IM Capacities
1.6 Service Appliance Failover
The ShoreTel system is designed to provide high availability throughout the system.
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. The SA-100 also uses a dual-port Ethernet card. The ports are
designated as primary and secondary, and use the same IP address. You can connect
both ports to the same network to protect against a port or cable failure, or you can
connect each port to a separate network to ensure that if the primary network fails
the unit continues to provide conference services unabated.
1.7 Service Appliance Logs and Records
ShoreTel SA-100 provide audio and Web conference data to the ShoreTel system that
is collected in the call detail record (CDR) database. The ShoreTel system can collate
the data and issue various types of reports about SA-100 activity.
The SA-100 also maintains data log files that can be used for troubleshooting.
1.8 Integration with ShoreTel Communicator and
Microsoft Outlook
The SA-100 integrates with Microsoft Outlook 2007 and Microsoft Outlook 2010 to
provide integrated one-click conference scheduling in conjunction with user
calender appointments. Additionally, ShoreTel Conferencing services integrate with
ShoreTel Communicator for Web conferencing integration with scheduled,
reservationless and Instant Conferences.
See the ShoreTel Conferencing User Guide for details on the use of these features.
Table 1-1 Service Appliance 100 Capacity Limit
Scope Capacities
System-Wide • Up to 5 Service Appliances
• Up to 2500 IM users
• Up to 250 simultaneous audio conferencing ports
• Up to 150 simultaneous secure Web conferencing
ports (HTTPS)
Each Service Appliance • Up to 500 IM clients
• Up to 50 simultaneous audio conferencing ports
(including 15 HD calls)
• Up to 30 simultaneous secure Web conferencing
ports (HTTPS)
• Up to 15 high definition conferences

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ShoreTel 12.3 13
1.9 Host and Participant Desktop Requirements
Participants in Web conferences will need to meet minimum software and browser
requirements.
Participant desktop and laptop systems are not required to meet any minimum
hardware requirements except for an acceptable broadband internet connection.
1.9.1 Internet Browsers
Web Conference users require one of the following internet browsers and browser
plugin:
•Microsoft Internet Explorer 8.0
•Apple Safari 4.0 - Mac OS
•Mozilla Firefox 3.6 - Windows and Mac OS
•Adobe Flash 9 or higher
1.9.2 Microsoft Outlook Integration
The following are required when the Microsoft Outlook integration feature is used:
•Microsoft Outlook 2007
•Microsoft Outlook 2010
To enable one-click conference scheduling from Microsoft Outlook, the Outlook
calender integration must be installed from ShoreTel Communicator.
1.9.3 Microsoft PowerPoint Support
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.

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ShoreTel 12.3 15
C HAPTER 2
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
•"Determining Your Conferencing Needs" section on page 15
•"Licensing Requirements" section on page 17
2.1 Recommendations
The following recommendations will assist you in designing your ShoreTel system
to use ShoreTel conferencing capabilities.
•Make sure you determine the need for audio conferencing, Web conferencing
and Instant Messaging services.
•Make sure you determine licensing requirements
•Make sure you determine the placement of SA-100 within the ShoreTel
system topology, including external Web access and security considerations.
•Make sure you determine WAN considerations, quality and bandwidth.
2.2 Determining Your Conferencing Needs
The ShoreTel single management system makes it easy for you to effectively and
cost-efficiently provide conference and IM services for your users. The ShoreTel
conferencing solution is flexible allowing you to install a single SA-100 unit to
provide services company-wide or multiple units deployed regionally to handle
services for local users which can save on long-distance cost when your regions are
in distant locations.
In determining how best to deploy SA-100s in your environment, consider the
following:
•The number of simultaneous conferences you want to support.
•The types of conferences you expect to support.
•The number of IM sessions you expect to support.
•The typology of your network.
•Load balancing
•Failover (redundancy)

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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.
The examples below show how you can use the information in the table to determine
your deployment needs
Example 1: In your planning you determine that you require the capacity for 125
concurrent, standard audio (G.711) conferences. To determine how
many SA-100 your system requires, divide the number of conferences
you determine that you require by the maximum number of
conferences the SA-100 supports, i.e. 125 ÷ 50 = 2.5. To satisfy the
requirement for your network, you would install three SA-100s.
Example 2: You determine that you require 20 high definition audio (G.722)
conferences and 90 standard audio conferences. An SA-100 can
support no more than 15 HD conferences with up to 35 standard
conferences simultaneously. To determine how many SA-100s you
need, assign the first 15 HD conferences and the first 35 standard
conferences to one SA-100. That leaves 5 HD conferences and 55
standard conferences to be supported. You can combine the
remaining 5HD with 45 standard conferences to achieve the capacity
for a second SA-100. That leaves 10 standard conferences which can
be supported by a third SA-100. Consequently, you will need three
SA-100 to satisfy this scenario.
Example 3: You determine that you require the capacity for 150 concurrent
HTTPS Web conference sessions. The SA-100 supports up to 30
HTTPS Web conferences simultaneously. To determine how many
SA-100s you need, divide the total number of HTTPS conferences by
the maximum number of HTTPS conferences the SA-100 supports,
i.e. 150 ÷ 30 = 5. You need five SA-100 to satisfy the requirement in this
scenario.
Example 4: You determine that you require 600 configured IM sessions. The SA-
100 supports up to 500 IM sessions simultaneously. To determine
how many SA-100 you need to satisfy this requirement, divide the
total number of IM sessions by the number of simultaneous IM
sessions the SA-100 supports, i.e. 600 ÷ 500 = 1. You need two SA-100s
to satisfy this requirement.
Table 2-1 Maximum Number of Participants Supported Per Conference Type
Conference Type Maximum Number of Conferences
G711 50
G722 (High Definition) 15
HTTP 50
HTTPS 30
IM 500 (Sessions)

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ShoreTel 12.3 17
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. For example, if your experience
includes inconsistent WAN connections, limited WAN bandwidth or known WAN
quality issues, installing SA-100s at regional sites and implementing load balancing
can minimize the effect the WAN has on conference calls. Similarly, if your ShoreTel
system is servicing users in different cities or countries and many of the conferences
are held at local sites, you can save on long distance charges by installing SA-100s at
the local sites to handle local conferences.
NOTE We recommend that you do not install the SA-100 in a network where
latency exceeds 100ms. To operate the SA-100 optimally, network latency
and jitter must be minimized. Also we recommend that the ping lag time
between the SA-100 and the ShoreTel headquarters server does not exceed
200ms. This lag time affects how quickly Web pages refresh.
2.2.3 Considering Load Balancing
The ShoreTel system supports load balancing for conferences using the SA-100. The
ShoreTel system manages all calls in the system including conference calls from a
single source. That means that when a conference is initiated, the ShoreTel manager
can assess conference resources and shift the conference to an available SA-100 if the
local unit does not have sufficient resources.
2.2.4 Considering Redundancy
The ShoreTel SA-100 supports failover in cases where a unit loses connectivity or
fails. In the event of a loss of network connectivity or unit failure, the ShoreTel
system will redirect new conference calls to another SA-100 unit if resources are
available.
2.3 Licensing Requirements
Audio Conferencing and Web Conferencing services are enabled through keyed
licenses for Audio Conference ports and Web Conference ports. Licenses enable
concurrent access to the services, rather than per user or per appliance. Instant
Messaging is enabled through the use of Professional Access level and above.
Example: You have a single SA-100 which supports 50 G711 audio conference
streams and 30 secure Web sessions. To run a concurrent audio/
secure Web conference for 30 participants would require 30 Audio
Conference and 30 Web Conference licenses.
These keys are added to the system in the same manner as existing keyed licenses.

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ShoreTel 12.3 19
C HAPTER 3
Network Requirements and
Preparation
Use the information in this chapter to determine specific network requirements for
the ShoreTel Service Appliance 100. After determining the network requirements,
you will be ready to configure your network appropriately. The topics discussed in
this chapter include:
•"Overview" section on page 19
•"Network Requirements" section on page 19
•"IP Addressing" section on page 20
•"Time Services" section on page 21
•"Network Security" section on page 21
•"Deployment Scenarios" section on page 21
3.1 Overview
The SA-100 performs conference processing for the ShoreTel system. It mixes the
audio and data streams, then distributes the mixed streams to participating
endpoints. It also maintains communication with the ShoreTel Headquarters server
which stores data that is used in the conference pages. 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.
This chapter provides additional considerations relative to the Service Appliance 100
and the integrated applications.
3.2 Network Requirements
ShoreTel Conferencing services require that the underlying network meet all
ShoreTel recommendations. Refer to the ShoreTel 12 Planning and Installation Guide for
more information regarding ShoreTel system recommendations. The following lists
provides things you to consider when planning your system for audio and Web
conferences.
For audio conference streams:
•Delivers adequate bandwidth for toll-quality calls.

SA-100 Planning, Installation, and Administration Guide Chapter 3: Network Requirements and Preparation
20
•Meets the latency and jitter requirements for toll-quality calls.
•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
share.
•Maintain a ping lag of not more that 100 ms between the SA-100 and the
ShoreTel Headquarters server.
3.2.1 Supported Codecs and Bandwidth
Table 3-1 shows the codecs that the ShoreTel SA-100 supports.
3.3 IP Addressing
The SA-100 requires an IP address with a permanent lease or a static IP address. Either
of the following methods may be used to assign network parameters:
•DHCP from a network server (default out-of-the-box option)
•A static IP configured through the maintenance port on the back of the SA-100.
The SA-100 also requires a Fully Qualified Domain Name (FQDN) during
configuration in ShoreWare Director.
See "Setting the IP Address Manually" section on page 35 for more information about
configuring the IP address.
Table 3-1 Codecs the ShoreTel Service Appliance 100 Supports
Codec Bandwid
th
Sampling
Rate Max Number of
Audio Streams
Max number of SRTP
Streams
G711 (both
a-law and
μ-law)
64kbps 8kHz 50 50
DV14/
ADPCM
32kbps 8kHz 50 50
Linear (L16/
8000)
128kbps 8kHz 50 No Support
Wideband
Linear (L16/
16000)
256kbps 16kHz 50 No Support
G722 64kbps 16kHz 15 15