SHORETEL APPLICATION NOTE
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1 SHORETEL APPLICATION NOTE for AT&T IP Flexible Reach SIP Trunking via Ingate Date: July 7, 2016 App Note Number: For use with: Product: System: TC AT&T IP Flexible Reach SIP Trunking via Ingate ShoreTel Connect ONSITE ShoreTel Connect ONSITE Build This document and its contents was prepared by:
2 Contents Audience... 3 SIP Trunking Network Components... 4 Features... 6 Configuration... 7 ShoreTel - Create Custom Codec Lists and Sites... 8 ShoreTel - SIP Trunk Configuration Ingate Configuration SIP Trunking via Tool TG Ingate Apply and Edit SIP Trunking Configuration via Web GUI Summary of Tests and Results Conclusion Additional Resources ShoreTel. Brilliantly simple business communications. Page 2 of 42
3 Audience This document is intended for the SIP Trunk Customer s technical staff and Value Added Reseller (VAR) having installation and operational responsibilities Introduction This Application Note describes the configuration steps for AT&T IP Flexible Reach SIP Trunking with ShoreTel Connect ONSITE System via Ingate SIParator/Firewall AT&T Service Providers today, such as AT&T, are offering alternative methods to connect to the PSTN via their IP network. Most of these services utilize SIP as the primary signaling method and a centralized IP to TDM gateway to provide on-net and off-net services. AT&T is a service provider offering that allows connection to the PSTN and may offer the end customer a viable alternative to traditional PSTN connectivity via either analog or T1 lines. To contact AT&T sales or support, please visit ShoreTel. Brilliantly simple business communications. Page 3 of 42
4 SIP Trunking Network Components The network for the SIP Trunk reference configuration is illustrated below and is representative of a ShoreTel Connect ONSITE System configuration ShoreTel Server ShoreTel Virtual Trunk Switch Fax/ Analog ShoreTel Voice Switch ST100A ShoreGear Fax/ Analog ShoreTel Virtual Appliance Collaboration Customer Premise AT&T Network Ingate SIParator LAN: /24 SIP SIP AT&T Network ShoreTel Virtual Phone Switch PSTN ShoreTel IP480 ShoreTel IP560 ShoreTel Connect Contact Center ShoreTel Bria 4 Desktop Connect Client Client Figure 1: SIP Trunk Lab Reference Network ShoreTel. Brilliantly simple business communications. Page 4 of 42
5 Hardware Components VMware ESXi 5.5 ShoreTel Voice Switch (ST100DA) ShoreTel ShoreGear Switch (SG90) Analog Fax Machine ShoreTel 560 IP Phones ShoreTel 480/485G IP Phones ShoreTel Collaboration Service Appliance ST Connect Contact Center Software Requirements ShoreTel Connect ONSITE Build ShoreTel Connect Contact Center Build ShoreTel Connect Client Windows Server 2012 R2 Standard Ingate SIParator/Firewall ShoreTel. Brilliantly simple business communications. Page 5 of 42
6 Features Features Supported Basic calls with G711Ulaw Call Hold and Resume Call Transfer (with re-invite) Call Forwarding Make Me Conference DTMF RFC 2833 Calling Party Number Presentation Calling Party Number Restricted Hunt Group Group Pickup Call Park/un-park Simul Ring Call Forward FindMe Call Recording Auto-Attendant Work Group Office Anywhere External Silent Monitor / Barge-In / Whisper Page Contact Center Conference bridge Fax G711 Pass-through Features Not Supported SIP REFER Support: AT&T requires blind and consultative transfers using REFER. Call transfers using SIP REFER are not supported. Caveats and Limitations T.38 fax is not supported with the new ShoreTel Voice Switches (ShoreTel ST-100DA), and with ShoreTel Virtual Trunk Switches. T.38 fax is supported with ShoreTel Legacy Hardware Switches (SG-90). Known issue ENG NOTE: There may be other feature limitations when using SIP Trunks. Please refer to Chapter 19 of the ShoreTel Connect ONSITE Administration Guide for more information. ShoreTel. Brilliantly simple business communications. Page 6 of 42
7 Configuration Configuration Steps In this section an overview is presented of the steps that are required to configure the ShoreTel Connect ONSITE IP-PBX and Ingate SIParator for SIP Trunking to AT&T. Table 1 PBX Configuration Steps Step Step 1 Step 2 Description Codec Lists and Sites SIP Trunk Configuration Table 2 Ingate SIParator Configuration Steps Step Step 1 Step 2 Description SIP Trunking via Tool TG Configuration Apply and Edit SIP Trunking Configuration via Web GUI IP Address Worksheet The specific values listed in the table below and in subsequent sections are used in the lab configuration described in this document, and are for illustrative purposes only. The customer must obtain and use the values for your deployment. Table 3 IP Address Worksheet Component MSO Lab Value Customer Value ShoreTel Connect ONSITE IP-PBX ShoreTel Server Unique to every deployment ShoreTel Voice Switch ST100DA Unique to every deployment ShoreTel Virtual Trunk Switch Unique to every deployment ShoreTel ShoreGear Unique to every deployment ShoreTel Virtual Phone Switch Unique to every deployment ShoreTel Virtual Contact Center Unique to every deployment ShoreTel Virtual Appliance Collaboration Unique to every deployment Ingate SIParator LAN IP Address Unique to every deployment ShoreTel. Brilliantly simple business communications. Page 7 of 42
8 ShoreTel - Create Custom Codec Lists and Sites Create Codec Lists 1. Navigate to Features > Call Control > Codec Lists 2. Click NEW 3. Set Description: AT&T is used for this example 4. Codec List Members: G729/8000 and PCMU/8000 were chosen and added for this test 5. Click SAVE Figure 2: Codec Lists ShoreTel. Brilliantly simple business communications. Page 8 of 42
9 Create Sites 1. Navigate to System > Sites 2. Set Name: Headquarters 3. Set Local Area Code: 214 is used in this test 4. Set Admission Control Bandwidth: Set Intra-Site Calls: Newly created Codec List, AT&T, was selected from the drop down menu as an example 6. Set Inter-Site Calls: Codec List, AT&T, is selected from the drop down menu 7. Set Fax and Modem Calls: Default Codec List, Fax Codecs Low Bandwidth Passthrough is selected from the drop down menu 8. Leave all other fields as default 9. Click SAVE Figure 3: Sites ShoreTel. Brilliantly simple business communications. Page 9 of 42
10 ShoreTel - SIP Trunk Configuration This section describes the ShoreTel configuration necessary to support connectivity to AT&T SIP Trunking service Create SIP Trunk Profiles SIP Profile is critical for SIP Trunking deployment. The Default ITSP SIP Profile is used for this test. 1. Navigate to Trunks > SIP Profiles 2. Check Default ITSP under NAME Figure 4: SIP Trunk Profiles ShoreTel. Brilliantly simple business communications. Page 10 of 42
11 Add Trunk Group 1. Navigate to Trunks > Trunk Groups > Trunk Groups 2. Select the GENERAL tab 3. Set Name: ATT 4. Set Trunk Type: SIP 5. Set Profile: Default ITSP SIP Profile is selected from drop down menu 6. Click SAVE Figure 5: Trunk Groups ShoreTel. Brilliantly simple business communications. Page 11 of 42
12 7. Select the INBOUND tab 8. Set Number of Digits from CO: 10 is used in this setup 9. DNIS: Checked 10. DID: Checked Figure 6: Trunk Groups Cont. ShoreTel. Brilliantly simple business communications. Page 12 of 42
13 11. Select the OUTBOUND tab 12. Outgoing: Checked 13. Set Access Code: 9 is used in this example 14. Set Local Area Code: 214 is used in this example 15. Set Billing Telephone Number: Pilot number will be provided by your AT&T Account Representative and must be kept confidential 16. Caller ID Not Blocked by Default: Checked 17. Dial 7 digits for Local Area Code: Unchecked 18. Leave all other fields as default 19. Click SAVE Figure 7: Trunk Groups Cont. ShoreTel. Brilliantly simple business communications. Page 13 of 42
14 Create Individual Trunks 1. Navigate to Trunks > Trunks 2. Click NEW 3. Set Site: Headquarters 4. Set Trunk Group: ATT (SIP) is selected from the drop down menu 5. Set Name: AT&T is used in this setup 6. Set Switch: Lab109-vTS1 is selected from the drop down menu 7. Set IP Address or FQDN: Enter the LAN IP Address of Ingate SIParator. Please contact your AT&T or ShoreTel Business Representative for more information regarding your deployment. 8. Set Number of Trunks: 4 is given in this setup 9. Click SAVE Figure 8: Individual Trunks ShoreTel. Brilliantly simple business communications. Page 14 of 42
15 DTMF Payload configuration 1. Navigate to Features > Call Control > Options 2. Under the General options, scroll down to the DTMF/RFC-2833 payload type 3. Set 101 as the payload type 4. Save the configuration Figure-DTMF ShoreTel. Brilliantly simple business communications. Page 15 of 42
16 Ingate Configuration SIP Trunking via Tool TG 1. Launch Ingate SUT (Startup Tool) TG 2. Please Select Model: Ingate Firewall/SIParator is selected from the drop down 3. Click Next Figure 9: Product Type Selection ShoreTel. Brilliantly simple business communications. Page 16 of 42
17 4. Configure SIP Trunking: Checked 5. Set Password: Enter the proper Ingate password provided for your deployment 6. Click Contact Figure 10: Ingate Startup Tool ShoreTel. Brilliantly simple business communications. Page 17 of 42
18 7. Select the Network Topology tab 8. Verify the network parameters are properly set Figure 11: Network Topology ShoreTel. Brilliantly simple business communications. Page 18 of 42
19 9. Select the IP-PBX tab 10. Set Type: ShoreTel ShoreGear is selected from drop down 11. Set IP Address: Enter the IP Address of the ShoreTel Connect SIP Trunk Switch Figure 12: IP-PBX ShoreTel. Brilliantly simple business communications. Page 19 of 42
20 12. Select the ITSP_1 tab 13. Set Name: Generic(no register) is selected from drop down menu for this test 14. Set IP Address: Please contact your AT&T for your deployment Figure 13: ITSP ShoreTel. Brilliantly simple business communications. Page 20 of 42
21 15. Select the Upload Configuration tab 16. Logon to web GUI and apply settings: Checked 17. Click Upload Figure 14: Upload Configuration ShoreTel. Brilliantly simple business communications. Page 21 of 42
22 Ingate Apply and Edit SIP Trunking Configuration via Web GUI 1. After the configuration is uploaded via the SUT TG, login to Ingate SIParator/Firewall via web GUI 2. Set Username and Password: Enter proper username and password for Ingate Figure 15: Login to Ingate SIParator via Web GUI ShoreTel. Brilliantly simple business communications. Page 22 of 42
23 3. Navigate to Administration > Save/Load Configuration 4. Click Apply Configuration to apply the changes Figure 16: Apply Configuration ShoreTel. Brilliantly simple business communications. Page 23 of 42
24 5. Click Save Configuration to save the change to the SIParator/Firewall Figure 17: Save Configuration 6. Select the SIP Trunks tab 7. Set View Trunk: Select the relevant SIP trunk from the drop down menu. SIP Trunk 1: Generic (no register); ShoreTel ShoreGear is selected for this setup 8. Click Goto SIP Trunk Page Figure 18: SIP Trunks ShoreTel. Brilliantly simple business communications. Page 24 of 42
25 9. Most of the parameters in SIP Trunk are defined through the SUT TG. Verify the parameters and make changes accordingly. Figure 19: SIP Trunks Cont. ShoreTel. Brilliantly simple business communications. Page 25 of 42
26 10. Ensure Relay media for remote users is set to No. If it is set to YES, one-way audio will occur when the ShoreTel phone transfers the incoming call to another PSTN user while utilizing ShoreGear 90. Figure 20: SIP Trunks Cont. ShoreTel. Brilliantly simple business communications. Page 26 of 42
27 1. Under Main Trunk Line Section, update the Forward to field for the incoming value to the following value: $1?From=%3csip%3a$(from.user)% %3e%3buser%3dphone&P-Asserted- Identity=%3csip%3a$(from.user)% %3e%3buser%3dphone&Contact=%3csip %3a$(from.user)% %3e%3buser%3dphone&!Contact=%3csip%3a$(to.user) % %3e%3buser%3dphone 2. Under PBX Lines Section, update the User Name field for Outgoing Calls to the following value for the non-anonymous row: P-Asserted- Identity=%3csip%3a$(from.user)% xx.xx%3e%3buser%3dphone&Contact=%3csi p%3a$(from.user)% xx.xx%3e%3buser%3dphone Figure 21: SIP Trunks Cont. ShoreTel. Brilliantly simple business communications. Page 27 of 42
28 3. All other parameters are set to default values 4. Click Save Figure 22: SIP Trunks Cont. ShoreTel. Brilliantly simple business communications. Page 28 of 42
29 5. Navigate to SIP Services > Sessions and Media 6. Under Session Configuration, set Session Timer: 900 seconds is given for this test Figure 23: Sessions & Media 7. Under Requests, set Default timeout for INVITE requests: 300 seconds is given for this test. If this was set too low, Ingate will disconnect the call when the timer expires and the called party has not answered the call 8. Click Save Figure 24: Sessions & Media Cont. ShoreTel. Brilliantly simple business communications. Page 29 of 42
30 Ingate responds to SIP OPTION by default. In order to pass the SIP OPTION from ShoreTel to AT&T, complete the following configuration: 9. Navigate to SIP Traffic > Dial Plan 10. Under the Matching Request-URI section, click Add new rows 11. Set Name: AT&T-OPT is given in this setup 12. Set Tail: nothing is selected from drop down 13. Set Domain: Enter the Ingate LAN IP address assigned for your deployment Figure 25: Matching Request-URI ShoreTel. Brilliantly simple business communications. Page 30 of 42
31 14. Under the Forward To section, click Add new rows 15. Set Name: AT&T-OPT is given in this setup 16. Set Replacement Domain 17. Set Port: 5060 which is the SIP Port used in this setup 18. Set Transport: UDP is given for this test 19. Under the Dial Plan section, click Add new rows 20. Set From Header: Select OPT from the drop down 21. Set Request-URI: Select newly configured Matching Request-URI AT&T-OPT from the drop down 22. Set Action: Select Forward from the drop down 23. Set Forward To: Newly configured AT&T-OPT 24. Click Save at the bottom of the page Figure 26: Forward SIP OPTION ShoreTel. Brilliantly simple business communications. Page 31 of 42
32 Summary of Tests and Results N/S = Not Supported N/T= Not Tested N/A= Not Applicable C.PASS= Conditional Pass Primary Switch Test Plan (ST Virtual Trunk Switch) ID Result Name Description Notes 1.1 PASS Setup and Initialization 1.2 PASS Outbound Call (Domestic) 1.3 PASS Inbound Call (Domestic) 1.4 PASS All Trunks Busy Inbound Caller 1.5 PASS All Trunks Busy Outbound Caller 1.6 PASS Incomplete Inbound Calls Verify successful setup and initialization of the SUT Verify calls outbound placed through the SUT reach the external destination Verify calls received by the SUT are routed to the default trunk group destination Verify an inbound caller hears busy tone when all channels/trunks are in use Verify an outbound caller hears busy tone when all channels/trunks are in use Verify proper call progress tones are provided and proper call teardown for incomplete inbound calls ID Result Name Description Notes 2.1 C.PASS Codec Negotiation 2.2 PASS DTMF Transmission Out of Band / Inband 2.3 PASS Auto Attendant Menu Verify codec negotiation between the SUT and the calling device with each side configured for a different codec Verify transmission of inband and out-of-band digits per RFC 2833 for various devices connected to the SUT Verify that inbound calls are properly terminated on the ShoreTel Auto Attendant menu and that you can transfer to the desired extension ShoreTel defect ENG ShoreTel. Brilliantly simple business communications. Page 32 of 42
33 ID Result Name Description Notes 2.4 PASS Auto Attendant Menu checking Voic mailbox Verify that inbound calls are properly terminated on the ShoreTel Auto Attendant menu and that you can transfer to the Voic Login Extension ID Result Name Description Notes 3.1 PASS Post Dial Delay Verify that post dial delay is within acceptable limits ShoreTel. Brilliantly simple business communications. Page 33 of 42
34 ID Result Name Description Notes 4.1 PASS Caller ID Name and Number - Inbound 4.2 PASS Caller ID Name and Number - Outbound 4.3 PASS Hold from SUT to SIP Reference 4.4 PASS Call Forward - SUT 4.5 PASS Call Forward External PSTN Number 4.6 PASS Call Transfer Blind 4.7 PASS Call Transfer Consultative Verify that Caller ID name and number is received from SIP endpoint device Verify that Caller ID name and number is sent from SIP endpoint device Verify successful hold and resume of connected call Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate destination Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate destination Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate destination Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate destination 4.8 PASS Outbound 911 Verify that outbound calls to 911 are routed to the correct PSAP for the calling location and that caller ID information is delivered 4.9 PASS Operator Assisted 4.10 PASS Inbound / Outbound call with Blocked Caller ID Verify that 0+ calls are routed to an operator for calling assistance Verify that calls with Blocked Caller ID route properly and the answering phone does not display any Caller ID information ShoreTel. Brilliantly simple business communications. Page 34 of 42
35 ID Result Name Description Notes 4.11 PASS Inbound call to a Hunt Group 4.12 PASS Inbound call to a Workgroup 4.13 PASS Inbound call to DNIS/DID and leave a voice mail message 4.14 PASS Call Forward FindMe 4.15 N/T Inbound / Outbound Fax Calls 4.17 PASS Inbound call to a Group Pickup Extension 4.18 PASS Office Anywhere External Verify that calls route to the proper Hunt Group and are answered by an available hunt group member with audio in both directions using G.729 and G.711 codecs Verify that calls route to the proper Workgroup and are answered successfully by an available workgroup agent with audio in both directions using G.729 and G.711 codecs Verify that inbound calls to a user, via DID / DNIS, routes to the proper user mailbox and a message can be left with proper audio Verify that inbound calls are forwarded to a user s FindMe destination Verify that inbound / outbound fax calls complete successfully Verify that inbound calls properly presented to all of the phones that have Group Pickup configured and that the call can be answered, placed on-hold and then transferred Verify that inbound calls are properly presented to the Office Anywhere External PSTN destination 4.19 PASS Simul Ring Verify that inbound calls are properly presented to the desired extension and the Additional Phones destinations 4.20 PASS MakeMe Conference Verify that an inbound call can be conferenced with three (or more) additional parties ShoreTel. Brilliantly simple business communications. Page 35 of 42
36 ID Result Name Description Notes 4.21 PASS Park / Unpark Verify that an inbound call can be parked and unparked 4.22 PASS Call Recording Verify that external calls can be recorded via the SIP Trunk using ShoreTel Communicator 4.23 PASS Silent Monitor / Barge-In / Whisper Page 4.24 PASS Long Duration Inbound 4.25 PASS Long Duration Outbound Verify that external calls can be silently monitored, barged-in and whisper paged via the SUT Verify that an inbound call is established for a minimum of 30 minutes Verify that an outbound call is established for a minimum of 30 minutes ID Result Name Description Notes 5.1 N/A Registration or Digest Authentication Verify the SUT supports the use of registration or digest authentication for service access for inbound and outbound calls This testing didn t require registration/ authentication ShoreTel. Brilliantly simple business communications. Page 36 of 42
37 Secondary Switch Sanity Test Results (ST Voice Switch) ID Result Name Description Notes 1.2 PASS Outbound Call (Domestic) 1.3 PASS Inbound Call (Domestic) 2.2 PASS DTMF Transmission Out of Band / In Band 4.5 PASS Call Forward External PSTN Number 4.6 PASS Call Transfer Blind 4.7 PASS Call Transfer Consultative 4.12 PASS Inbound call to a Workgroup Verify calls outbound placed through the SUT reach the external destination Verify calls received by the SUT are routed to the default trunk group destination Verify transmission of in-band and out-of-band digits per RFC 2833 for various devices connected to the SUT Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate destination Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate destination Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate destination Verify that calls route to the proper Workgroup and are answered successfully by an available workgroup agent with audio in both directions using G.729 and G.711 codecs ShoreTel. Brilliantly simple business communications. Page 37 of 42
38 4.15 Failed Inbound / Outbound Fax Calls 4.16 PASS ShoreTel Service Appliance Unified Communication System 4.21 PASS MakeMe Conference Verify that inbound / outbound fax calls complete successfully Verify that inbound calls are properly forwarded to the ShoreTel Service Appliance and it properly accepts the access code and you re able to participate in the conference bridge Verify that an inbound call can be conferenced with three (or more) additional parties Inbound T.38 fax call fails, ShoreTel sends 488 not acceptable here for the T.38 Re- Invite from PSTN 4.23 PASS Call Recording Verify that external calls can be recorded via the SIP Trunk using ShoreTel Communicator 4.24 PASS Silent Monitor / Barge-In / Whisper Page Verify that external calls can be silently monitored, barged-in and whisper paged via the SUT 4.27 PASS Contact Center Verify that an inbound call can be established directly to the ShoreTel Contact Center, that all prompts are heard and the agent can answer the call ShoreTel. Brilliantly simple business communications. Page 38 of 42
39 Tertiary Switch Sanity Test Results (ST Legacy Switch) ID Result Name Description Notes 1.2 PASS Outbound Call (Domestic) 1.3 PASS Inbound Call (Domestic) 2.2 PASS DTMF Transmission Out of Band / In Band 4.5 PASS Call Forward External PSTN Number 4.6 PASS Call Transfer Blind 4.7 PASS Call Transfer Consultative 4.12 PASS Inbound call to a Workgroup Verify calls outbound placed through the SUT reach the external destination Verify calls received by the SUT are routed to the default trunk group destination Verify transmission of in-band and out-of-band digits per RFC 2833 for various devices connected to the SUT Verify outbound calls that are being forwarded by the SUT are redirected and connected to the appropriate destination Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate destination Verify a call connected from the SUT to the ShoreTel phone can be transferred to an alternate destination Verify that calls route to the proper Workgroup and are answered successfully by an available workgroup agent with audio in both directions using G.729 and G.711 codecs ShoreTel. Brilliantly simple business communications. Page 39 of 42
40 4.15 PASS Inbound / Outbound Fax Calls 4.21 PASS MakeMe Conference Verify that inbound / outbound fax calls complete successfully Verify that an inbound call can be conferenced with three (or more) additional parties 4.23 PASS Call Recording Verify that external calls can be recorded via the SIP Trunk using ShoreTel Communicator 4.24 PASS Silent Monitor / Barge-In / Whisper Page Verify that external calls can be silently monitored, barged-in and whisper paged via the SUT 4.27 PASS Contact Center Verify that an inbound call can be established directly to the ShoreTel Contact Center, that all prompts are heard and the agent can answer the call ShoreTel. Brilliantly simple business communications. Page 40 of 42
41 Conclusion AT&T IP Flexible Reach SIP Trunking has been successfully tested with ShoreTel Connect ONSITE via Ingate SIParator/Firewall Build Additional Resources ShoreTel Connect ONSITE Administration Guide Ingate Administration Guide Version Date Contributor Content 1.0 June 20, 2016 Satheesh Kumar Original Release ShoreTel. Brilliantly simple business communications. Page 41 of 42
42 ShoreTel. Brilliantly simple business communications. ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple IP phone systems and unified communications solutions powering today s always-on workforce. Its flexible communications solutions for on-premises, cloud and hybrid environments eliminate complexity, reduce costs and improve productivity. World Headquarters +1 (800) Toll Free EMEA APAC 960 Stewart Drive +1 (408) Tel Inspired 8 Temasek Boulevard#41-03 Sunnyvale, CA (408) Fax Easthampstead Road Suntec Tower 3 USA Bracknell, RG12 1YQ Singapore shoretel.com +44 (0) Tel Tel Copyright 2015 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered 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. Specifications are subject to change without notice.
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