SHORETEL APPLICATION NOTE
for
TelStrat - Engage Record
Date:
December 2016
App Note Number:
TC - 16067
For use with:
TelStrat’s Call Recording Application
Product:
ShoreTel Connect ONSITE
System:
ST Connect 21.79.9310.0
TelStrat Engage Suite 5.3
Contents
Contents.......................................................................................................................... 2
Introduction ..................................................................................................................... 3
Configuration Overview ................................................................................................... 6
Special Notes ................................................................................................................ 10
ShoreTel Server Configuration ...................................................................................... 12
ShoreTel Contact Center Configuration ........................................................................ 17
Engage Configuration ................................................................................................... 20
Summary of Tests and Results ..................................................................................... 23
Conclusion .................................................................................................................... 28
Additional Resources .................................................................................................... 29
ShoreTel. Brilliantly simple business communications. ................................................. 29
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.
ShoreTel. Brilliantly simple business communications.
Page 2 of 29
Introduction
This Configuration guide describes the steps required to integrate the TelStrat’s TAPI/Wav
and T-SPANTM Call Recording Applications with a ShoreTel Connect Onsite System.
Engage Record
Capture a complete customer interaction with automatic, rules-based or on-demand call
recording, complete with live monitoring and exclusive Conversation Save™ technology.
Engage Record’s reliable, flexible design offer proven call recording technologies for
regulatory or industry compliance, quality monitoring, mining for customer intelligence, or
legal documentation purposes.
Instantly monitor any call at any time. Engage Record includes persistent live monitoring,
allowing supervisors to listen in on call audio, view multiple desktop screens, and comment
on active calls with one click of a button in the intuitive Web client interface.
A single implementation of Engage Record can record calls for your general business
telephones, as well as your contact center agents. Across the globe, customers rely on
TelStrat’s Engage Record for success in financial services, insurance, healthcare, retail,
government, technology and many more diverse industries.
Engage Suite Benefits
ShoreTel. Brilliantly simple business communications.
Page 3 of 29
Every day companies strive to succeed by expanding their customer base, penetrating new
accounts, streamlining operations, and avoiding costs. Call recording is one of the surest
means to address each of these goals, and can dramatically improve profitability and
operational success. And now, it’s easy to implement and affordable to almost any size
organization.





Keeping your customers happy – Delivering a consistently positive customer
experience is a daunting but necessary goal for every company. Call recording is a
key element in agent coaching and performance improvement. The ability to refer
back to previous customer conversations also improves service accuracy by
preventing errors in fulfilling customer requests.
Capturing Customer Intelligence – Call playback can be used to gain invaluable
intelligence into opinions, needs, perceptions, trouble spots, and preferences of a
specific customer or an overall market. All of which can be leveraged to better serve
customers, improve target marketing, and most importantly, pinpoint new
opportunities. As a powerful tool for market insight, call recording lets you spot trends
and respond proactively.
Aiding the Sales Process – Sales teams will find call recording so useful that they
will wonder how they ever lived without it. Listening to customer calls lets them prevent
miscommunications, review customer requests, evaluate their sales techniques, and
improve overall selling abilities.
Ensure Regulatory Compliance - Regulated industries can rely on TelStrat’s
Engage to meet their government- or industry-mandated requirements. Engage
ensures compliance for PCI-DSS, HIPAA, Sarbanes-Oxley, FIPS, and other
regulatory requirements by censoring PCI-protected payment card data, HIPAA
Protected Health Information (PHI), and more from recorded interactions. Engage
Desktop Analytics provides automatic triggering of actions such as pause/resume
based on desktop activity and redaction of sensitive data fields in the screen capture
recording.
Risk Mitigation and Dispute Resolution – Protect your company from the cost of
handling inaccurate claims and potentially frivolous lawsuits. Capturing indisputable
evidence of what verbal communications took place, or sometimes more importantly,
what
ShoreTel. Brilliantly simple business communications.
Page 4 of 29
TelStrat’s Technical Support
http://esupport.telstrat.com
Americas and General Support
Phone: 844-633-4548
[email protected]
Europe, Middle East & Africa
(EMEA)
Phone: +44 (0) 2035 140670
[email protected]
Asia Pacific (AsiaPac)
Phone: +61 2 8014 7499
[email protected]
TelStrat Sales
http://www.telstrat.com
Americas
Phone: 972-543-3500
[email protected]
ShoreTel. Brilliantly simple business communications.
Europe, Middle East & Africa
(EMEA)
Phone: +44 (0) 2035 140670
[email protected]
Asia Pacific (AsiaPac)
Phone: +61 2 8014 7499
[email protected]
Page 5 of 29
Configuration Overview
Network Topology
Test Environment











ShoreTel Connect OnSite HQ and DVS Server
TelStrat Engage Record TAPI/Wav Server (Primary)
Telstrat Engage Record T-SPANTM Port Spanning Server (Secondary)
ShoreTel Voice Switch
ShoreGear Switch
ShoreTel 655 IP Phones
ShoreTel 485G IP Phone
ShoreTel Virtual Phone Switch
ShoreTel Virtual Trunk Switch
ST Connect Contact Center
ShoreTel Connect Client
ShoreTel. Brilliantly simple business communications.
Page 6 of 29
Engage Record Requirements
1. Refer to the following list of the requirements for the Engage Record Server, to ensure
the recording compatibility with the ShoreTel platform.
2. Engage Record OS: Windows Server 2008 R2 64-bit Standard, 2012 R2 Standard,
or 2012 Standard editions are supported.
3. Windows 7, Windows 8, and Windows 10 are not supported for Engage Record OS.
4. Two (2) to Three (3) NIC ports are recommended on the Engage Record Server to
separate data network, port spanned traffic and/or TAPI service.
5. Microsoft SQL Server 2008, 2012, or 2014 database applications are supported.
6. Optional RAID 1, 5, or 10 configured internal hard drives, which is recommended for
resiliency.
7. ShoreTel TAPI SDK installation and TAPI Application License are required to
communicate with the ShoreTel Server.
Configuration Summary
1. Install ShoreTel Remote Server on the Engage Record server.
2. Configure ShoreTel settings for the Engage Record server using the ShoreTel
Director.
3. Install the Engage Record server software and configure the VoIP option for ShoreTel
recording.
4. Configure the Engage Record server to connect and record ShoreTel calls.
5. Call recording via SPAN requires a dedicated network port be configured to mirror
RTP traffic for all devices to be monitored and recorded by the Engage Record server.
TAPI/WAV SIP Trunk Recording
A direct copy of the audio is sent from the ShoreTel Switch to the Engage Record Server
through a TAPI-WAV port. The ShoreTel TAPI client obtains all the call event data such as
call start, call end, dialed digits, etc. The ShoreTel TAPI-WAV method records all the inbound
and outbound calls at a ShoreTel Switch, as a result station-to-station calls cannot be
recorded.
TAPI-WAV provides an active (non-spanning) recording solution through active trunk-side
recording. This recording method uses the ShoreTel TAPI-WAV ports to record phone calls.
Each call desired to be recorded will be sent directly to the Engage Record Server using a
configured DNS address.
ShoreTel. Brilliantly simple business communications.
Page 7 of 29
Recording SIP trunks with TAPI/WAV requires SIP media proxy ports to be allocated on the
ShoreTel Switches. One SIP media proxy port is required for each active call recording. Each
trunk call can be monitored only one time, so 2N recording redundancy can only be supported
with TAPI/WAV and another recording option such as port spanning.
For redundant or high-availability networks, Engage Servers support a Microsoft Windows
Server Failover Clustering solution.
NOTE: Station-to-station calls cannot be recorded using the TAPI/WAV method
T-SPAN™ Port Spanning with CTI
All phones to be recorded are “spanned” to a single contact point on the network where the
Engage Record Server connects. A second NIC in the Engage Record Server is connected
to the ShoreTel TAPI for call detail information. This method can also be configured to record
station-to- station calls or redundant servers.
The port spanning or mirroring method is ideal for networks requiring station-to-station
recording. Using the correct network configuration, station-to-station calls can be recorded to
verify critical voice communications or simply pinpoint inefficiencies.
For redundant 2N recording, two (2) Engage Servers can be configured to monitor the same
telephone.
NOTE: With the correct network configurations, the SPAN method can be used to record stationto-station calls. It will be the responsibility of the reseller and/or end user to configure the
network to properly deliver the “spanned” packets to the Engage Record Server.
ShoreTel. Brilliantly simple business communications.
Page 8 of 29
ShoreTel. Brilliantly simple business communications.
Page 9 of 29
Special Notes
The following are the caveats and limitations of Engage Record with a ShoreTel Connect
Onsite system. At this time, we are unable to provide additional information on a resolution
of these limitations, but suggest to periodically refer to both ShoreTel Connect OnSite and
Engage Call Record Software Release Notes for the updates, which can be found at the
following location:
http://www.support.shoretel.com
http://esupport.telstrat.com
TAPI/WAV Call Recording



SRTP Media Encryption is not supported with TelStrat’s Call Recording Solution.
Make Me conference (4 or more parties conference) is not supported with
TAPI/WAV Call Recording Solution.
Internal Calls like Station-to-Station calls or Whisper Page cannot be recorded and
supported with the TAPI/Wav recording method.
T-SPAN Port Spanning Call Recording


Office Anywhere, Find Me and Simulring scenarios are not supported with the TSPAN Call Recording.
SRTP Media Encryption is not supported with TelStrat’s Engage Record Call
Recording.
Redundant Call Recording
Redundant call recording is only supported when one of the call recording systems uses
TAPI/WAV and other uses T-SPAN Port Spanning for call recording.
ShoreTel License
A ShoreTel TAPI Application Server license is required for each Engage Suite Server.
One additional Real Time Adherence (RTA) Connection or Real Time Group Feed license
is required to communicate with Engage for Enterprise Contact Center (ECC) agent ID
integration.
ShoreTel. Brilliantly simple business communications.
Page 10 of 29
ShoreTel Switch Support
The following switch types are supported with TelStrat’s Engage Record
 Virtual Trunk Switch
 ShoreTel Voice Switch
 ShoreGear Switches (Legacy)
NOTE: Legacy ShoreGear and new ShoreTel Voice Switches requires configuration of media
proxies.
Contact Center Support
Enterprise Contact Center is not required but is supported to obtain the Agent ID.
SIP Trunk Media Proxy
“SIP Media Proxy” is required for the Call Recoding over SIP Trunks. “SIP Media Proxy” is
enabled by default on ShoreTel Virtual Trunk switches, but needs to be assigned manually
on the new ShoreTel Voice Switches as well as for legacy half-width ShoreGear Switches.
For further information on the “SIP Media Proxy”, please refer to Chapter 19 of the ShoreTel
Connect Onsite System Administration Guide.
NOTE: This Application Note assumes the setup, configuration and licensing of the
Virtual/Physical Switches has already been completed. If you require additional
information, please refer to the ShoreTel Connect Onsite Planning and Installation guide
at the following location:
ShoreTel. Brilliantly simple business communications.
Page 11 of 29
ShoreTel Server Configuration
This section outlines the steps to configure a ShoreTel system for the TelStrat’s Engage
Record.
Class of Service
1. Log in to the ShoreTel Director with administrative rights at the following
location:
http://<Director IP>/shorewaredirector
2. Go to Administration » Users » Class of Service >> Telephony Features
Permission
3. Select an existing class to modify or click NEW to create a new class. “Fully
Featured” was used in this test effort.
4. Select a checkbox Allow recording of own calls
5. Go to Record other’s calls and select checkbox Allow Initiation and radio
button for Accept – All
6. All other settings should stay at their default values.
7. Click SAVE.
ShoreTel. Brilliantly simple business communications.
Page 12 of 29
User Group
Create a User Group for the Engage Suite using the Class of Service created above:
1. Go to Administration » Users » User Groups.
2. Click NEW to create a new user group or select an existing user group to
modify. “Executives” was used in this test effort.
3. Assign the class of service created above by selecting it in the COS –
Telephony dropdown box. “Fully Featured” was used in this test effort.
4. Assign the COS - Call Permissions to unrestricted by selecting No Restrictions
in the dropdown menu.
5. Assign the COS - Voice Mail by selecting No Mail Box in the dropdown menu.
6. Within the Outgoing Trunk Groups (Access Code) window, select the trunk
groups with permissible to be recorded.
7. All other settings can stay at their defaults.
8. Click SAVE.
ShoreTel. Brilliantly simple business communications.
Page 13 of 29
Application Server
Create a new application server for Engage to connect to the ShoreTel HQ Server:
1. Go to Administration » Appliances/Servers >> Platform Equipment.
2. Click NEW to create a new application server at the Headquarters site
3. Select Site as “Headquarters” and Hardware Type as “ShoreGear SoftSwitch”
4. Enter Name and Description of the Engage Record Server
5. Enter the IP address and FQDN of the Engage Record Server.
6. Uncheck the checkbox Allow Voice Mailboxes.
7. Select the “Executives” User Group modified above in the User Group drop
down menu.
8. All other settings can stay at their defaults.
9. Click SAVE.
ShoreTel. Brilliantly simple business communications.
Page 14 of 29
TAPI/WAV Configuration
When using the TAPI/WAV recording option, the following additional configuration steps are
required:
1. Create the Engage Route Point:
2. Go to Administration » Features » Call Control » Route Points.
3. Click NEW to create a new Route Point.
4. Enter the Name for a Route Point.
5. Enter the Extension value or use the auto-assigned number.
6. Set the Call Stack Depth value to 200.
7. Select the user group created previously in the User Group dropdown menu.
“Executives” was used for this testing.
8. In the Server dropdown menu, select the Call Recording Server created
previously.
9. Uncheck Enable mailbox checkbox.
ShoreTel. Brilliantly simple business communications.
Page 15 of 29
10. Click on Routing tab and select “Never” for the Call forward option.
11. Leave all other settings at their default values.
12. Click SAVE.
ShoreTel. Brilliantly simple business communications.
Page 16 of 29
ShoreTel Contact Center Configuration
Licenses
Verify the Licensing Information by selecting Maintenance » License » License Keys to
view the current licensing keys. An available, unused RTA license will be required or Engage
connection will be unsuccessful. In Contact Center, the Engage supports either of the two
RTA license types: Group Activity API or Agent Activity API as is keyed by the RTA
license. Purchase an additional RTA license if necessary.
ShoreTel. Brilliantly simple business communications.
Page 17 of 29
Event Feed Configuration
If integration with the ShoreTel Contact Center is required, use the following steps:
1. Log into the ShoreTel Contact Center Director to identify the Event Feed Port
properties under System Parameters » External Interfaces » Event Feed Ports.
2. Confirm the port number for Real Time Events Ports is set to 31456
3. Click Save
NOTE: Make note of the Port value for the type of Event Feed (Group Feed or Agent Feed) that
will be used in order to be used later in the Engage server VoIP configuration. Do not
change the values of the “Port Properties” unless there is a port conflict.
4. Configure the Event Feed Properties under External Interfaces » Event Feeds.
I. Click the New button to create a new event feed.
II. Enter a Username: This needs to be matched with the username configured
in the Engage Server VoIP Configuration.
III. Enter a Password. This will need to match the password configured in the
Engage Server VoIP Configuration.
ShoreTel. Brilliantly simple business communications.
Page 18 of 29
IV. For Connection Type, select “Real-Time Adherence (RTA)” for Agent Feed
or “Real-Time Events” for Group Feed.
V. Enter a Description to clearly identify the feed.
VI. Click Save
ShoreTel. Brilliantly simple business communications.
Page 19 of 29
Engage Configuration
This section describes the steps to configure the Engage Record with ShoreTel Connect OnSite
system using TAPI/Wav and T-SPANTM Port Spanning.
TelStrat’s Engage Record Configuration
1.
2.
Install Remote Server (ShoreTel TSP) application on the Engage Server. The remote
server install is available from ShoreTel Support, or with an original ShoreTel
software/media.
Configure Engage VOIP Engine for ShoreTel recording:
From the Engage Server, open the VoIP Configuration Tool by clicking Start » TelStrat
Engage » VoIP Engine Configuration.
In the CTI Option dropdown, select the option “ShoreTel UC”.
Enter the ShoreTel Route Point extension number to use the TAPI/Wav call recording.
3.
If integration with the ShoreTel Contact Center is required, enter the IP Address and
the authentication information in the respective fields.
I.
Enter the ECC IP Address in the ECC IP1 field.
II.
Enter the IP Port value of 31455 when using Agent Feed or 31456 when using
Group Feed. Select the ECC option being used: “Agent Feed” or “Group
Feed”.
III.
Enter the User ID and Password which was configured earlier in the Event
Feeds Properties.
NOTE: These parameters were configured earlier within the ShoreTel Contact Center Director
within the System » Interfaces » Event Feeds
ShoreTel. Brilliantly simple business communications.
Page 20 of 29
4.
To configure a new recording endpoint:
i. From the Engage Record Server, open the VoIP Configuration Tool by
clicking Start » TelStrat Engage » VoIP Engine Configuration
ii. Right click on the Port Mapping panel and select the ADD option
iii. Enter the user extension to be recorded as a Device ID
iv. Enter * for DN
v. Enter the Recording channel number. Recording Channel numbers 001
to 003 was used in this test effort.
vi. Select Recording stream as a “Route Point” for TAPI/WAV Call
Recording and “Mirroring” when using T-SPAN™ Port Spanning with CTI
ShoreTel. Brilliantly simple business communications.
Page 21 of 29
5.
To verify the Engage VOIPEngine’ s connection status to the ShoreTel TAPI Server, select
the status tab in the Engage VoIP Engine Config Console and check the current status of the
Network speed, Engage Record Servers, ShoreTel TAPI Server and also note any ongoing
TAPI Events.
ShoreTel. Brilliantly simple business communications.
Page 22 of 29
Summary of Tests and Results
N/S = Not Supported
N/T= Not Tested N/A= Not Applicable
TelStrat’s TAPI/WAV Call Recording
Primary Switch Test Plan (ShoreTel Virtual Trunk Switch)
ID
Result
Name
Description
1.1
PASS
Setup and
Initialization
Verify successful setup and
initialization of the Call
Recording solution
1.2
PASS
Outbound External
Call
Verify outbound calls are
recorded
1.3
PASS
Inbound External
Call
Verify calls received by the
SUT are recorded
1.4
PASS
Call Hold with
MOH
Verify the two calls (pre-Hold
and post-Hold) are properly
recorded and retrievable on
the server.
1.5
PASS
Blind Transfer
Verify both call legs are
properly recorded and
retrievable on the server.
1.6
PASS
Consultative
(Attended)
Transfer
Verify both call legs are
properly recorded and
retrievable on the server.
1.7
PASS
Blind Conference
Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.8
PASS
Consultative
Conference Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.9
N/S
Make Me
Conference Calls
– 4 party
conference
Verify the media for all four
parties is properly recorded
and retrievable on the server.
1.10
PASS
Inbound External
Call – Silent
Monitor
Verify call is properly recorded
and silent monitor works
properly.
ShoreTel. Brilliantly simple business communications.
Notes
Media between two
extensions will not be
recorded using TAPI /
WAV solutions
TelStrat does not
support Make me
conference with
TAPI/WAV Call
Recording Solution.
Page 23 of 29
ID
Result
Name
Description
1.11
PASS
Office Anywhere
Call
Verify OAE call is properly
recorded and retrievable on
the server.
1.12
PASS
Inbound Call to
Voice Mail and
trigger Find Me
Verify call is properly recorded
and retrievable on the server.
1.13
PASS
Inbound Call to
ECC Agent
Verify call to Agent is properly
recorded and retrievable on
the server.
1.14
PASS
Inbound /
Outbound G.711
Calls
Verify call is properly recorded
and retrievable on the server.
1.15
PASS
Inbound /
Outbound G.729
Calls
Verify call is properly recorded
and retrievable on the server.
Notes
Secondary Switch Test Plan (ShoreTel Voice Switch)
ID
Result
Name
Description
1.1
PASS
Setup and
Initialization
Verify successful setup and
initialization of the Call
Recording solution
1.2
PASS
Outbound External
Call
Verify calls outbound calls are
recorded
1.3
PASS
Inbound External
Call
Verify calls received by the
SUT are recorded
1.4
PASS
Call Hold with
MOH
Verify the two calls (pre-Hold
and post-Hold) are properly
recorded and retrievable on
the server.
1.5
PASS
Blind Transfer
Verify both call legs are
properly recorded and
retrievable on the server.
1.6
PASS
Consultative
(Attended)
Transfer
Verify both call legs are
properly recorded and
retrievable on the server.
ShoreTel. Brilliantly simple business communications.
Notes
Media between two
extensions will not be
recorded using TAPI /
WAV solutions
Page 24 of 29
ID
Result
Name
Description
1.7
PASS
Blind Conference
Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.8
PASS
Consultative
Conference Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.9
N/S
Make Me
Conference Calls
– 4 party
conference
Verify the media for all four
parties is properly recorded
and retrievable on the server.
1.10
PASS
Inbound External
Call – Silent
Monitor
Verify call is properly recorded
and silent monitor works
properly.
1.11
PASS
Office Anywhere
Call
Verify OAE call is properly
recorded and retrievable on
the server.
1.12
PASS
Inbound Call to
Voice Mail and
trigger Find Me
Verify call is properly recorded
and retrievable on the server.
1.13
PASS
Inbound Call to
ECC Agent
Verify call to Agent is properly
recorded and retrievable on
the server.
1.14
PASS
Inbound /
Outbound G.711
Calls
Verify call is properly recorded
and retrievable on the server.
1.15
PASS
Inbound /
Outbound G.729
Calls
Verify call is properly recorded
and retrievable on the server.
ShoreTel. Brilliantly simple business communications.
Notes
TelStrat’s Engage
Record does not support
Make me conference
with TAPI/WAV Call
Recording Solution.
Page 25 of 29
Tertiary Switch Test Plan (ShoreGear Switch)
ID
Result
Name
Description
1.1
PASS
Setup and
Initialization
Verify successful setup and
initialization of the Call
Recording solution
1.2
PASS
Outbound External
Call
Verify calls outbound calls are
recorded
1.3
PASS
Inbound External
Call
Verify calls received by the
SUT are recorded
1.4
PASS
Call Hold with
MOH
Verify the two calls (pre-Hold
and post-Hold) are properly
recorded and retrievable on
the server.
1.5
PASS
Blind Transfer
Verify both call legs are
properly recorded and
retrievable on the server.
1.6
PASS
Consultative
(Attended)
Transfer
Verify both call legs are
properly recorded and
retrievable on the server.
1.7
PASS
Blind Conference
Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.8
N/S
Make Me
Conference Calls
– 4 party
conference
Verify the media for all four
parties is properly recorded
and retrievable on the server.
1.9
PASS
Inbound Call to
ECC Agent
Verify call to Agent is properly
recorded and retrievable on
the server.
1.10
PASS
Inbound /
Outbound G.711
Calls
Verify call is properly recorded
and retrievable on the server.
1.11
PASS
Inbound /
Outbound G.729
Calls
Verify call is properly recorded
and retrievable on the server.
ShoreTel. Brilliantly simple business communications.
Notes
Media between two
extensions will not be
recorded using
TAPI/WAV solution
TelStrat’s Engage
Record does not support
Make me conference
with TAPI/WAV Call
Recording Solution.
Page 26 of 29
T-SPANTM Call Recording with CTI
NOTE: All test cases for T-SPAN Call Recording solution were performed in a redundant mode
with the secondary TAPI/WAV Call Recording system.
Switch Test Plan (ShoreTel Virtual Phone Switch)
ID
Result
Name
Description
1.1
PASS
Setup and
Initialization
Verify successful setup and
initialization of the Call
Recording solution
1.2
PASS
Outbound Internal
Call
Verify calls outbound calls are
recorded
1.3
PASS
Inbound Internal
Call
Verify calls received by the
SUT are recorded
1.4
PASS
Call Hold with
MOH - Internal
Verify the two calls (pre-Hold
and post-Hold) are properly
recorded and retrievable on
the server.
1.5
PASS
Blind Transfer –
Internal
Verify both calls legs are
properly recorded and
retrievable on the server.
1.6
PASS
Consultative
(Attended)
Transfer - Internal
Verify both calls legs are
properly recorded and
retrievable on the server.
1.7
PASS
Blind Conference
Calls - Internal
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.8
PASS
Outbound External
Call
Verify calls outbound calls are
recorded
1.9
PASS
Inbound External
Call
Verify calls received by the
SUT are recorded
1.10
PASS
Call Hold with
MOH - External
Verify the two calls (pre-Hold
and post-Hold) are properly
recorded and retrievable on
the server.
1.11
PASS
Blind Transfer –
External
Verify both calls legs are
properly recorded and
retrievable on the server.
ShoreTel. Brilliantly simple business communications.
Notes
Page 27 of 29
ID
Result
Name
Description
1.12
PASS
Consultative
(Attended)
External Transfer
Verify both calls legs are
properly recorded and
retrievable on the server.
1.13
PASS
Blind Conference
Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.14
PASS
Consultative
Conference Calls
Verify the media for all three
parties is properly recorded
and retrievable on the server.
1.15
PASS
Make Me
Conference Calls
– 4 party
conference
Verify the media for all four
parties is properly recorded
and retrievable on the server.
1.16
PASS
Inbound External
Call – Silent
Monitor
Verify call is properly recorded
and silent monitor works
properly.
1.17
N/S
Office Anywhere
Call
Verify OAE call is properly
recorded and retrievable on
the server.
1.18
N/S
Inbound Call to
Voice Mail and
trigger Find Me
Verify call is properly recorded
and retrievable on the server.
1.19
PASS
Inbound Call to
ECC Agent
Verify call to Agent is properly
recorded and retrievable on
the server.
1.20
PASS
Inbound /
Outbound G.711
Calls
Verify call is properly recorded
and retrievable on the server.
1.21
PASS
Inbound /
Outbound G.729
Calls
Verify call is properly recorded
and retrievable on the server.
Notes
Conclusion
TelStrat’s Call Recording Solution – TAPI/WAV and T-Span Call Recording with CTI has been
successfully validated and approved with ShoreTel Connect Onsite system.
ShoreTel. Brilliantly simple business communications.
Page 28 of 29
Additional Resources
ShoreTel Connect ONSITE System Administration Guide
ShoreTel Connect ONSITE Planning and Installation Guide
ShoreTel Connect ONSITE Client User Guide
Version
1.0
1.1
Date
Nov 2016
Dec 2016
Contributor
M.Saini
M.Saini
Content
Original App Note
Feedback Incorporated
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.