ShoreTel & AMTELCO Infinity Console via SIP Trunking (Native)

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1 Product: ShoreTel AMTELCO Infinity Console I n n o v a t i o n N e t w o r k A p p N o t e IN Date : October, 2015 System version: ShoreTel 14.2 ShoreTel & AMTELCO Infinity Console via SIP Trunking (Native) SIP Trunking allows the use of Session Initiation Protocol (SIP) communications from AMTELCO to Shoretel. This application note provides the details on connecting the ShoreTel IP phone system to AMTELCO s Infinity Server via SIP Trunking. Table of Contents Overview... 2 AMTELCO Overview... 2 AMTELCO Certification Testing Summary... 4 Test Environment: AMTELCO 1Call Infinity SIP trunk integration with ShoreTel Physical or Virtual switches connected via SIP Trunking... 4 ShoreTel Unsupported Features... 5 ShoreTel Configuration... 6 SHORETEL SYSTEM SETTINGS TRUNK GROUPS SYSTEM SETTINGS INDIVIDUAL TRUNKS SHORETEL SERVICE APPLIANCE RTP SETTINGS BACKUP / FAILOVER VIA A SHORETEL WORKGROUP AMTELCO Configuration Technical Support Document & Software Copyrights Trademarks Disclaimer Company Information

2 ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces. The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution. Overview This document provides details for connecting the ShoreTel system to AMTELCO s Infinity Server via SIP Trunking, which enables audio communications. The document also focuses on the network architecture needed to set up these systems to interoperate. Note: The validation testing and this specific Application Note are ONLY applicable to the AMTELCO s Infinity Server, and therefore supported features with AMTELCO s other products may vary. Please consult your AMTELCO representative to ensure that this is applicable to your deployment. SIP Trunk Registration between AMTELCO s Infinity Server and ShoreTel was not provisioned for this validation. AMTELCO Overview American Tel-A-Systems, Inc., (AMTELCO) is a trusted name in communication systems, software applications, and telephony switching technologies for healthcare and higher education facilities since AMTELCO s state-of-the-art Infinity Intelligent Series suite of intelligent console applications provides call and message scripting; directory services; contact status-based and automated dispatching; event, on-call, and workforce scheduling; two-way systems integration; and fully customizable event driven reporting In addition to intelligent console solutions, AMTELCO offers sophisticated web-based mass notification, appointment reminder, and contact scripting applications as well as web-based Software as a Service (SaaS) subscription services

3 Requirements, Certification and Limitations ShoreTel only supports SIP trunking providers (ITSPs) that have been through ShoreTel s certification program. A current list of ShoreTel certified providers may be located here: Starting with ShoreTel 14.2, ShoreTel added support for Virtual Trunk and Virtual Phone switches. This Application Note assumes the setup, configuration and licensing of the Virtual/Physical Switches has been completed. If you require additional information on Virtual Trunk Switch / Virtual Phone Switch, please refer to the ShoreTel Planning and Installation guide. Please refer to the ShoreTel Administration Guide for more details on supported and unsupported features with SIP Trunks. When the Infinity Intelligent Console Operator attempts to Blind transfer an External Party to a ShoreTel user who is on a call and in a Busy state, the call is disconnected. This scenario was only experienced with a ShoreTel user configured with a Call Stack of 1, and may not be experienced by users since the default Call Stack for ShoreTel users is 8. If you encounter this issue, please contact ShoreTel Technical Support and reference ShoreTel Defect ENG Please note that this issue was only identified with this specific scenario. At this time we are unable to provide additional information on a resolution to the issues mentioned above, but suggest to periodically refer to the ShoreTel 14.2 Software Release Notice (Build Notes) for updates, which can be found at the following location: Version Support Products are certified via the Innovation Network Certification Process for the ShoreTel system. AMTELCO Infinity Console ShoreTel Release 14.2 Build Version

4 AMTELCO Certification Testing Summary Basic test plan: Test Environment: AMTELCO 1Call Infinity SIP trunk integration with ShoreTel Physical or Virtual switches connected via SIP Trunking ShoreTel SIP testing with either a ShoreTel Physical or Virtual switch. The purpose of this test configuration is to test and confirm the ability to successfully complete calls in a single ShoreTel switch environment using SIP trunking to interconnect the AMTELCO Infinity with the ShoreTel system. The primary target functions are described below. Due to lab configuration limitations, some test configurations may be altered. The actual test configurations and results are described in the Test Case Definitions. Establish SIP trunks - Establish SIP trunk connections between AMTELCO 1Call Infinity system and ShoreTel switch. This typically done by the ShoreTel switch sending a SIP Options message, and the Infinity acknowledging the message. Incoming Calls to Console - Incoming calls from extensions and trunks to Infinity Intelligent console. Confirm identity of called, calling parties. Confirm the ability to connect and disconnect from both parties. Outgoing Calls from Console - Outgoing intelligent console call from Infinity system via SIP trunk to internal extensions and trunk routes. Confirm ability to dial internal extensions and trunk access routes, connect and disconnect. Incoming Trunk Call Transfer to Extension - Incoming trunk call to ShoreTel routed to Infinity system via trunk routing to SIP trunk. Infinity will present call to an operator. Operator will answer call. Operator will perform blind and supervised transfers. Variations will include toggling back and forth between parties, and disconnecting parties. Incoming Trunk Call Transfer to Extension Forwarded to Voic - Incoming trunk call to ShoreTel routed to Infinity system via trunk routing to SIP span. Infinity will present call to an operator. Operator will answer call. Operator will perform blind transfer to a ShoreTel extension. The ShoreTel extension is programmed to forward to voic . This should release both channels and connect the incoming trunk to Voic . Internal Call Transfer to Extension - Internal call from a ShoreTel extension to the ShoreTel switch routed to Infinity system via trunk routing to SIP trunk. Infinity will present call to an operator. Operator will answer call. Operator will perform blind transfer to a ShoreTel phone extension. This should release SIP channels and connect phone A with phone B. Incoming Internal Call Transfer to Extension Forwarded to Voic Internal call from a ShoreTel extension to the ShoreTel switch routed to Infinity system via trunk routing to SIP trunk. Infinity will present call to an operator. Operator will answer call. Operator will perform blind transfer to a ShoreTel phone. The ShoreTel extension is programmed to forward to voic . This should release both channels and connect the incoming trunk to Voic . Internal Zero Call Transfer to Extension - Internal zero call from a ShoreTel extension to the ShoreTel switch routed to Infinity system via trunk routing to SIP span. Infinity will present call to an operator. Operator will answer call. Operator will perform blind transfer to a ShoreTel phone. This should release SIP channels and connect phone A with phone B. Incoming Zero Call Transfer to Extension Forwarded to Voic Internal zero call from a ShoreTel extension to the ShoreTel switch routed to Infinity system via trunk routing to SIP

5 span. Infinity will present call to an operator. Operator will answer call. Operator will perform blind transfer to a ShoreTel phone. The ShoreTel extension is programmed to forward to voic . This should release both channels and connect the incoming trunk to Voic . Multiple Calls Generate multiple calls inbound and outbound. Backup / Failover Configuration suggestion for failover/re-routing of calls in the event of a SIP trunk or CPE failure. ShoreTel Unsupported Features Please refer to the ShoreTel Administration Guide, Chapter 18 Session Initiation Protocol, for general supported and unsupported features when utilizing SIP Trunks

6 ShoreTel Configuration The configuration information below shows examples for configuring ShoreTel, and AMTELCO s Infinity Server. Even though configuration requirements can vary from setup to set up, the information provided in these steps, along with the Planning and Installation Guide and documentation provided by AMTELCO should prove to be sufficient. However, every design can vary and some may require more planning then others. This section provides the general system settings and trunk configurations (both group and individual) required for a ShoreTel system to support SIP trunking. SHORETEL SYSTEM SETTINGS GENERAL General system settings include settings for Call Control, the Site and the Switch. If you confirm that the settings have already been configured as described in this section, proceed to the section titled, "ShoreTel System Settings Trunk Groups". Otherwise, follow the instruction below. CALL CONTROL SETTINGS The first settings to configure within ShoreWare Director are the Call Control Options. To configure these settings for the ShoreTel system, log into ShoreWare Director and select Administration then Call Control followed by Options (Figure 4). Figure 4 - Administration Call Control Options

7 The Call Control Options screen will then appear (Figure 5). Figure 5 - Call Control Options In the General parameters, the DTMF Payload Type (96 127) defaults to a value of 102, change the value to 101. Within the SIP parameters, confirm that the appropriate settings are made for the Realm and Enable SIP Session Timer parameters. The Realm parameter is used in authenticating all SIP devices. It is typically a description of the computer or system being accessed. Changing this value will require a reboot of all ShoreGear switches serving SIP extensions. It is not necessary to modify this parameter to get the ShoreTel IP PBX system functional with AMTELCO. Verify that the Enable SIP Session Timer box is checked (enabled). Next the Session Interval Timer needs to be set. The recommended setting for Session Interval is 3600 seconds. The last item to select is the appropriate refresher (from the pull down menu) for the SIP Session Timer. The Refresher field will be set either to Caller (UAC) [User Agent Client] or to Callee (UAS) [User Agent Server]. If the Refresher field is set to Caller (UAC), the Caller s device will be in control of the session timer refresh. If Refresher is set to Callee (UAS), the device of the person called will control the session timer refresh. The next settings to verify are the Voice Encoding and Quality of Service, specifically the Media Encryption parameter, make sure this parameter is set to None, otherwise you may experience one-way audio

8 issues. Please refer to ShoreTel s Administration Guide for additional details on media encryption and the other parameters in the Voice Encoding and Quality of Service area. The ShoreTel legacy parameter Always Use Port 5004 for RTP should be disabled by default, if it s enabled you will need to disable it. It is required for implementing SIP on the ShoreTel system. For SIP configurations, Dynamic User Datagram Protocol (UDP) must be used for RTP Traffic. If the parameter is disabled, Media Gateway Control Protocol (MGCP) will no longer use UDP port 5004; MGCP and SIP traffic will use dynamic UDP ports. Once this parameter is disabled (unchecked), make sure that everything (IP Phones, ShoreGear Switches, ShoreWare Server, Distributed Voice Mail Servers / Remote Servers, Conference Bridges and Contact Centers) is fully rebooted this is a one time only item. By not performing a full system reboot, one-way audio will probably occur during initial testing. Note: New installations of ShoreTel Director will no longer display the parameter Always Use Port 5004 for RTP, and will be disabled by default. The parameter was only displayed on upgrades from previous ShoreTel versions. SITES SETTINGS The next settings to address are the administration of sites. These settings are modified under the ShoreWare Director by selecting Administration, then Sites (Figure 6). Figure 6 Site Administration This selection brings up the Sites screen. Within the Sites screen, select the name of the site to configure. The Edit Site screen will then appear. The only changes required to the Edit Site screen is to the Operator Extension, Admission Control Bandwidth and Intra-Site / Inter-Site Calls parameters (Figure 7). Figure 7 Site settings In order to route internal zero calls from a ShoreTel extension to the AMTELCO Infinity Operator over the SIP trunks, a user was created on the ShoreTel system, in the example the name Infinity Operator was created, and configured in the parameter Operator Extension. The Call Handling Mode for the user Infinity Operator was configured to Always forward the calls to the parameter Always Destination: External with the Off System Extension defined to route via the SIP trunks over to the AMTELCO Infinity Operator

9 Note: Bandwidth of 2046 is just an example. Please refer to the ShoreTel Planning and Installation Guide for additional information on setting Admission Control Bandwidth. Sites Edit screen Admission Control Bandwidth The Admission Control Bandwidth defines the bandwidth available to and from the site. This is important as SIP trunk calls may be counted against the site bandwidth. Bandwidth needs to be set appropriately based on site setup and configuration with AMTELCO. See the ShoreTel Planning and Installation Guide for more information. Sites Edit screen Intra / Inter-Site Calls By default, ShoreTel 14.x has 12 built-in codecs, these codecs can be grouped as Codec Lists and defined in the sites page for Inter-site and Intra-site calls. Configure the "Intra-Site Calls" option to a Codec List that contains the desired codecs and save the change. The site that the SIP Trunk Group belongs to will determine which Intra-Site Codec List will be utilized, be sure to move the desired codec up the list for higher priority. Please refer to the ShoreTel Planning and Installation Guide for additional information. Switch Settings Allocating Ports for SIP Trunks The final general settings to input are the ShoreGear switch settings. These changes are modified by selecting Administration, then Platform Hardware, then Voice Switches / Service Appliances followed by Primary in ShoreWare Director (Figure 8). Figure 8 - Administration Switches This action brings up the Switches screen. From the Switches screen simply select the name of the switch to configure. The Edit ShoreGear Switch screen will be displayed. Within the Edit ShoreGear Switch screen, select the desired number of SIP Trunks from the ports available (Figure 9)

10 Figure 9 - ShoreGear Switch Settings Each port designated as a SIP Trunk enables the support for 5 individual trunks. Note: If you would like Music On Hold (MOH) to be played when calls are on hold, then the MOH source needs to be the same ShoreGear switch as the SIP Trunks. This is only applicable to ShoreTel physical switches. Starting with ShoreTel 13 and up through release 14.2, an additional option was added to the Port Type of halfwidth ShoreGear switches. The new selection is SIP Trunk with Media Proxy, it ensures that the ShoreTel system that is using SIP Trunks to have feature parity with PRI trunks. These include RFC 2833 DTMF detection for Office Anywhere External or Simultaneous Ring calls, three party mesh conferencing (without needing to configure MakeMe conference ports), call recording, Silent Monitoring, Barge-In, Whisper Page, Invites with no SDP and when there s no common codec between ITSP and the local extension. With the introduction of ShoreTel 14.2, ShoreTel Virtual Trunk Switches include SIP Trunk Media Proxy resources, therefore, no configuration is required. With physical ShoreGear switches, SIP Trunk Media Proxy resources are not allocated by default and must be reserved/enabled to support various SIP features and functions (described in the previous paragraph). For further information on SIP Trunk Media Proxy please refer to Chapter 18 of the ShoreTel 14.2 System Administration Guide. If you are using the older full-width ShoreGear switches and you want perform 3 (or more) party conference calls with AMTELCO SIP Trunking, please make sure that you have enabled a minimum of four MakeMe conference port resources. Conference resources are required with ShoreTel 14.2 on full-width ShoreGear switches for 3-way conference calls to function as expected. These resources may be on any switch that has spare ports and supports MakeMe conference resources

11 SHORETEL SYSTEM SETTINGS TRUNK GROUPS ShoreTel Trunk Groups only support Static IP Addresses for Individual Trunks. In trunk planning, the following needs to be considered. The settings for Trunk Groups are changed by selecting Administration, then Trunks followed by Trunk Groups within ShoreWare Director (Figure 10). Figure 10 - Administration Trunk Groups This selection brings up the Trunk Groups screen (Figure 11). Figure 11 - Trunk Groups Settings From the pull down menus on the Trunk Groups screen, select the site desired and select the SIP trunk type to configure. Then click on the Go link from Add new trunk group at site. The Edit SIP Trunk Group screen will appear (Figure 12)

12 Figure 12 Edit SIP Trunk Group The next step within the Edit SIP Trunks Group screen is to input the name for the trunk group. In the example in Figure 12, the name AMTELCO Infinity has been created. The Enable SIP Info for G.711 DTMF Signaling parameter should not be enabled (checked). Enabling SIP Info is currently only used with SIP tie trunks between ShoreTel systems. In the Profile: parameter, use the down arrow (pull-down menu) and select Default ITSP. The Enable Digest Authentication parameter defaults to <None>, and no modification is required when connecting to AMTELCO. The next item to change in the Edit SIP Trunks Group screen is to make the appropriate settings for the Inbound: parameters. (Figure 13). Figure 13 Inbound Within the Inbound: settings, ensure the Number of Digits from CO: is configured to a value of 3, this is the number of digits that the ShoreTel SIP trunk switch will be receiving from AMTELCO. Enable (check) the DNIS or DID parameters as needed. Enable the Extension, and the Tandem Trunking parameters. For additional information on these parameters please refer to the ShoreTel Administration Guide

13 Figure 14 Outbound and Trunk Services If outbound call service is required, enable (check) the Outbound parameter and define a Trunk Access Code and Local Area Code as appropriate. In addition you should also define the Billing Telephone Number with the appropriate main number provided by AMTELCO. In the Trunk Services: area, make sure the appropriate services are enabled or disabled based on what AMTELCO supports and what features are needed from this Trunk Group. The last parameter Caller ID not blocked by default determines if the call is sent out as <unknown> or with caller information (Caller ID). User DID will impact how information is passed out to the SIP Trunk group. After these settings are made to the Edit SIP Trunk Group screen, select the Save button to input the changes. The final parameters for configuration in the Trunk Group are Trunk Digit Manipulation (Figure 15):

14 Figure 15 Trunk Digit Manipulation The only parameter that requires adjustment (from default) to interface with AMTELCO is Off System Extensions, but the Trunk Group settings must be saved prior to configuring Off System Extensions (OSE). Click the Save button to save the changes. Users will be prompted to give all User Groups access to the newly created trunk group. It is not necessary to grant access, as connectivity is via Off System Extensions. Click Cancel. After the changes have been saved, the Off System Extensions can be defined. Using Off System Extensions allows users to dial the AMTELCO Infinity Server as if they were calling another phone on the ShoreTel system. Click the Edit button to the right of Off System Extensions, then Click the New button to open the New Range page. A new window will appear displaying the Off System Extension ranges (Figure 16). Figure 16 ShoreTel Director Off System Extension Range Note: Each individual Off System Extension will also need to be defined on the AMTELCO Infinity Server. Be sure to contact AMTELCO to provide the extensions required for the range, and be sure to add sufficient Off System Extensions to cover for the calls to the AMTELCO Infinity Server. This completes the settings needed to set up the trunk groups on the ShoreTel system

15 SYSTEM SETTINGS INDIVIDUAL TRUNKS This section covers the configuration of the individual trunks. Select Administration, then Trunks followed by Individual Trunks to configure the individual trunks (Figure 17). Figure 17 Individual Trunks The Trunks by Group screen that is used to change the individual trunks settings then appears (Figure 18). Figure 18 Trunks by Group Select the site for the new individual trunk(s) to be added and select the appropriate trunk group from the pull down menu in the Add new trunk at site area. In this example, the site is Headquarters and the trunk group is AMTELCO Infinity, as created above, see Figure 15. Click on the Go button to bring up the Edit Trunk screen (Figure 19). Figure 19 - Edit Trunks Screen for Individual Trunks

16 From the individual trunks Edit Trunk screen, input a Name: for the individual trunks, then select the appropriate Switch. When selecting a name, the recommendation is to name the individual trunks the same as the name of the trunk group so that the trunk type can easily be tracked. Select the switch upon which the individual trunks will be created. For the parameter IP Address, define the IP address of the AMTELCO Infinity Server. The last step is to select the number of individual trunks desired Number of Trunks (1 220) (each one supports one audio path example if 10 is configured, then 10 audio paths can be up at one time). Once these changes are complete, select the Save button to commit changes. After setting up the trunk groups and individual trunks, refer to the ShoreTel Product Installation Guide to make the appropriate changes for the User Group settings. SHORETEL SERVICE APPLIANCE RTP SETTINGS The ShoreTel Service Appliances are sealed appliances, optimized for resiliency and security, designed to run ShoreTel services such as integrated Audio Conferencing, Web Conferencing and Instant Messaging. In order to utilize the ShoreTel Service Appliances with AMTELCO you will need to add AMTELCO s Infinity Server IP address into the Trusted IP Ranges. Select Administration, then System Parameters, then Security, followed by Trusted IP Ranges, as noted below in Figure 20. Figure 20 Trusted IP Ranges This action causes the Trusted IP Ranges page to appear. Select the New button, as shown below in Figure 21. Figure 21 Trusted IP Ranges, New

17 This action causes the Trusted IP Range Info pop-up window to be displayed, as shown below in Figure 22. Figure 22 Trusted IP Range Info Pop-up Define a name, we chose AMTELCO Infinity, then in the Low IP Address: and High IP Address: define the AMTELCO s Infinity Server IP address. In our example the AMTELCO s Infinity Server IP address is , please verify the IP address with AMTELCO. Once you have completed defining the values, select the Save button. BACKUP / FAILOVER VIA A SHORETEL WORKGROUP The following Workgroup configuration suggestion allows for calls to go to a backup destination in the event that the AMTELCO Infinity Server does not accept calls in the event of a SIP trunk or CPE failure. This backup scenario is typically a single Workgroup Agent or multiple agents that when logged in take control of the inbound calls. We configured a DNIS Digit Map in the Trunk Group for the PSTN calls to route inbound calls to the Off System Extension corresponding to the AMTELCO Infinity Server. The calls will always route to the AMTELCO Infinity Server since all the Workgroup Agents are in a logged out state, as shown below in Figure 23. Figure 23 Workgroup Call Handling Configuration In the event of a failure, the Workgroup Agents login to the Workgroup and take over handling inbound calls. Note: Workgroup Agents require a ShoreTel Workgroup License(s) (one per Workgroup Agent). This completes the changes necessary on the ShoreTel Director to interoperate with AMTELCO

18 AMTELCO Configuration The configuration information below shows examples for configuring the AMTELCO Infinity Server. Even though configuration requirements can vary from setup to setup the information provided should be sufficient for the Amtelco Infinity to support SIP trunk integration with the ShoreTel ShoreGear switch. Amtelco equipment required: Infinity server assembly: 232A545 Infinity VoIP assembly: 232A473 Infinity release or later 232A522 o VoIP firmware release 4.62 (or later) Required information: IP Address, Subnet Mask, Gateway and DNS (optional) assigned to the Infinity VoIP board ShoreTel IP Address (for outbound dialing from Infinity) Outbound calling party ID to present Infinity login information with sufficient rights for board/port and client programming The first step in configuration is to program an Amtelco H100 VoIP board. This step is normally performed by an Amtelco Field Engineer or Amtelco Installer but the installation steps are being documented here. Log into Amtelco Infinity Supervisor, the login name must have privileges to access system board and port programming:

19 Select the Boards and Ports option: Select Add (as shown)

20 Set the board type to H.100 IP The Board ID, Ports/Board, Starting port will be supplied by Amtelco Field Engineering: Select More Options for additional H100 VoIP board settings Configure the Port with the value Configure the IP Address, Mask, Gateway and DNS (optional) values with assigned values from your network administrator; the VoIP board requires a static network configuration

21 A system restart, (and board restart) is necessary once the board is programmed. The second configuration step is to create clients with the appropriate behaviors for each Off System Extension. Clients are programmed in Infinity Supervisor, client setup. Typically the client number matches the Off System Extension (but this is not required). The Off System Extension value must be entered as source of the Client. In the example shown, client 650 has a source value of

22 Program the unique calling party ID to display in the operator interface screen (operator call handling tab) of client setup: (expected format \Phone Number) Additionally program the transfer prefix value as TF (as shown). This programming is required for transfer functions performed by the Telephone Agent. The client programming shown will allow the call to be presented to an Infinity Telephone Agent screen as client 650 when 650 is dialed from a ShoreTel phone. If a dial out is performed with this account highlighted in Infinity Telephone Agent, an outbound calling party ID of (example: BTN configured in ShoreTel Trunk Group) will be displayed. If the Transfer Key is used to transfer a call the call will be forced to the Talk State (if on hold)

23 The final step in configuration the SIP trunk is to configure the Infinity route for Infinity Telephone Agent outbound dialing. The IP address of the ShoreTel ShoreGear switch is required, additionally outbound calling party ID will also be required for this section. Select the Board and Port programming of Infinity Supervisor; select Route Setup (as shown)

24 Route 0 (default outbound route) is typically used. Edit route name if desired for a description of the route. Select Port Selection: Amtelco Field Engineering can assist with port assignments, ports on the VoIP board will be added to the route. Select the Options tab: Enable the route Suffix and Send DTMF in RTP options as shown:

25 Select the SIP tab: Enable the No Alert option in General configuration: Select the Domains configuration tab: The To Number, From Number, and Contact Number are typically the default outbound calling party ID as assigned by the ShoreTel administrator. The To Domain and URI Domain re the IP address of the ShoreTel ShoreGear switch. The From and Contact Domain are the IP address of the Amtelco Infinity VoIP board. Select Save. This completes the integration programming

26 Technical Support If you are in need of technical support for AMTELCO s Infinity Server, please contact: AMTELCO Field Engineering Department Document & Software Copyrights Copyright 2010 by ShoreTel, Inc., Sunnyvale, California, U.S.A. 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 Communications, 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 The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShorePhone are trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners.. Disclaimer To be ShoreTel Certified means that Technology Partner's product will inter-operate with the ShoreTel system, but ShoreTel does not certify that the features or functionality of Technology Partner's product will perform as specified by Technology Partner nor that Technology Partner's product will meet your specific application needs or requirements. To inter-operate means that Technology Partner's product is able to exchange, use and share information with the ShoreTel system. Company Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California USA fax

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