Quality Management Suite


 Shoretel Tapi Wav



CallRex records and monitors telephone calls by sniffing packets traversing across the data network. In the TAPI-WAV solution, the ShoreGear switch’s internal DSP resources are used to stream audio to the CallRex Server.

In the illustration below, note that the audio flows via the Shoregear switch to the CallRex Server. The audio stream is pre-mixed with the transmit and receive channels when it arrives at CallRex. CallRex receives the call control from a different channel.  The Call Control comes via TAPI.

CallRex Setup & Configuration

Working in a Shoretel Tapi Wav environment, the CallRex Server needs only one NIC. Any other NIC's should be disabled. The primary NIC for the LAN connection must have a static IP address. 

Verify the NIC properties by going to Control Panel > Network & Internet > Network Sharing Center > Change Adapter Settings.

The illustration below shows the Properties page.  For the LAN NIC, uncheck Internet Protocol Version 6. 


The only other Shortel specific port mirroring thing that you need to do to set the PBX type in CallRex.  Login to CallRex and click on the Services button on the left menu.  The CallRex Services page will open.  Highlight the service and click edit.  This will give you the option to select the correct PBX type.  Selection Shoretel Tapi Wav.  Make sure that you save the changes.

Installation of Shoretel Remote Server & Shoretel Setup

1 . Makes sure the requirements of the Shoretel Remote Server are met. On the Callrex Server you must have installed Windows Components: IIS, (If the Shoretel Server is on Windows 2008 - Add IIS Com Plus), FTP, .NET, ASP, SMTP. They need to be installed through Windows Add Remove programs.6. Configure the Call Recording Service for Shoretel Tapi

Note:  If installing on Windows 2012 you must be running Shoretel Version 14.2

2. Then, on the CallRex Server go to http://<Shoreware Director IP>/ShoreWareDirector/RemoteInstall.

3. Click “Click here to Download remote server” on the ShoreWare Director web page

4. Have the customer Install the Shoretel Remote Server.

5. You will need to insert the IP address of the Shoretel Server during the installation.

6. If the needed windows components are not installed, the installer will abort with an error message telling you which windows component is missing.

7. NOTE: The most common failure is ASP not installed. This refers to the IIS component. The sub component, Active Server Pages needs to be checked.

8. After the TSP install is complete, go to the registry editor (regedit) on the CallRex Server and go to

HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Teleworks\RemoteTSP\Provider## (where ## is the actual number of the provider ID), then look for the entry named Server, the Entry should see (Server Value default is Localhost) Change Localhost to the CallRex servers IP.

9. Now have the customer http:// over to the Shoretel Director and login as a full administrator.

10. Go to Administration > Application Server

11. Next to “Add a new application server at site.” Select Headquarters and click “Go”.

12. Enter a Name, preferably “CallRex”

13. For the HOST IP, enter the IP address of the CallRex server, Status Server (LAN)

14. Uncheck “Allow Voicemail“ check box

a. The voicemail and Auto Attendant setup is not used but there still must be ascending VM extensions in the boxes.

b. (Ex: VM Extension 2000,Auto Mail Login Ext. 2001,Auto Attendant Ext. 2003)

c. For Simplified Message Desk Interface (default value “None”)

15. Click Save

16. Then Click on the “Ping This Server” button to insure communication between the CallRex Server and the Shoretel Server. Insure that you get a “Ping Successful” response.


17. For version 8.1 and up, a custom Codec called Callrex is required. Go to Call Control, Codec Lists. Add a new Codec. Name it CallRex. Add in ONLY

a. G729/8000

b. PCMU/8000

c. PCMA/8000

18. Click Save

19. Now go to "Sites" and select “Headquarters”

20. Change the options in the Intra-site Calls and Inter-Site Calls to CallRex.

21. Click save

22. Reboot the CallRex Server


1. Go to the Shoretel Director and log back in with administrative rights.

2. Go to Maintenance > Quick Look

3. Confirm a green up arrow for a successful installation of the ShoreTel Application Server on the CallRex Server otherwise troubleshoot the status listed.

 4. Verify that TAPI is working correctly on the CallRex Server. Go to the Control Panel, and select Phone and Modem options. You might be prompted to enter the Customer’s area code. Just enter the area code and click OK.

5. Go to the Advanced Tab. Find the “Shoretel Remote Tapi Service Provider in the Providers list. Highlight and click on Configure.

6. The device window will open Verify that the Provider ID is the same # that you found in the registry when you were setting up the TSP.

HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Teleworks\RemoteTSP\Provider#

7. Make sure that the Login is Shoretel


8. Verify the Tapi is working correctly. Go to the Windows command prompt and type in “dialer.exe” Verify in Line Properties, that the Test user that you configured in the CallRex Server is in the drop down list.


Shoretel-Specific Configuration to Enable TAPI-WAV Recording

The following are the necessary steps on Shoretel and CallRex to enable TAPI-WAV integration:

 Shoretel Remote Server that was installed on CallRex should be added as an application Server on Shoretel Director.

 Add a Route Point on the Shoretel Server

 Change the Route Point Server field to point to the Remote Application Server that was installed on CallRex.

 Make sure all Users that need to be recorded are assigned to a Class of Service that has ‘Allow Recording of Own Calls’ setting checked.

 Also make sure that the Call Stack depth on the configured Route Point is set to the appropriate number of maximum concurrent calls that are going to be recorded on the CallRex Server. Maximum value configurable being 200. This is a Shoretel TapiWave limitation. If more users need to be recorded concurrently, a datacollector needs to be provisioned.

 On the CallRex Server, Add a config option to the CallRexRecording.exe.config:   ShoreTelTapiWaveRoutePointExtension and assign the value to be the Route Point Extension (decimal value)



    <System MaxLogDays="10" MessagingChannel="a46235c8-59bc-4da4-af36-8a528ce5f473"

      SniffingCard="bc202d63-be65-47b6-9529-d8f52756ba2f" />

    <Recording ServiceID="e4be2716-847e-4046-ad74-1fd8b5fdbd4d" LastConversionTime="02/05/2015 12:13:37" />

    <Control />

    <Tsapi />

    <Tapi ShoreTelTapiWaveRoutePointExtension=”999” EnableUseTrunkLineNumberForExtensionTapiWav="true"  />



Additional Comments

 1. Should the ShoreWare Director server be rebooted at any time, the Callrex server should be rebooted after the ShoreWare Director to reestablish the TAPI link

2. If the ShoreTel server has been upgraded and you no longer receive Call Control you must reinstall the Shoretel Remote Server to the new version

4. HKEY_LOCAL_MACHINE\SOFTWARE\Shoreline Communications\InstallState\Products\ShoreWare Remote Server - to verify remote servers version

Troubleshooting TMS

1. TMS (Shareware Telephony Management Server)

2. If TMS will not start, do the following:

a. Go to Start, Run Type CMD that will get you to a command prompt Type (C:\ is the default Drive for ShoreTel Use the correct drive letter) CD C:\Program Files\Shoreline Communications\Shareware Remote Server>TMS.exe /regserv

3. It should say successful

4. Then restart the Shareware Telephony Management Server located in the services on the CallRex server

5. Then restart the CallRex services

Packet Capturing:

The Packet Capture on a Tapi Wav Installation shows the audio packets in one direction streaming 'to' the CallRex Server IP.

How to Capture:

1. Open Wireshark

2. On the TOP menu, Click Capture > Interfaces

3. Click on the Start button next to the LAN Interface

4. Place the test call, talk for 15 seconds and then hangup

5. Click Capture > Stop

6. In the Filter field atop WireShark enter ip.addr== and hit enter

(Note the 2 = signs)  (Note: input the actual IP address of the CallRex Server)

7. Depending on the size of the capture, it may take several minutes to filter through and

provide you with the capture you are looking for.

Office Anywhere / Extension Assignment

The Office Anywhere/Extension Assignment feature enables an off-site Shoretel User to communicate with other entities as though they were communicating from within the organizations network. This would enable the remote phone to assume the identity of the extension and answer calls. CallRex supports seamless recording of Shoretel Office Anywhere calls; specifically Extension Assignment features.


Shoretel TAPI-WAV does not support recording internal extension-to-extension calls. The audio that is to be recorded should be relayed via a Trunk.

Shoretel TAPI-WAV does not support recording external calls relayed via SIP Trunks.

CallRex does not support recording Find Me-Follow Me calls.

CallRex does not support recording between internal and office anywhere extensions.

Currently, CallRex supports a maximum of one Route Point per Server provisioned. Shoretel TAPI-WAV limits 200 concurrent calls on a Route Point. This would limit the number of simultaneous users that can be recorded on a single CallRex server to 200. Additional users can be recorded by provisioning a CallRex Data Collector.

Troubleshooting / Registry Settings

If intermitent calls are being missed or calls recordings do not match the actual call, the problem could be in the naming convention of the tunks. Try adding this config option in the CallRecording.exe.config file.  EnableUseTrunkLineNumberForExtensionTapiWav  true / false are the options.  Use true to enable. 



    <System MaxLogDays="10" MessagingChannel="a46235c8-59bc-4da4-af36-8a528ce5f473"

      SniffingCard="bc202d63-be65-47b6-9529-d8f52756ba2f" />

    <Recording ServiceID="e4be2716-847e-4046-ad74-1fd8b5fdbd4d" LastConversionTime="02/05/2015 12:13:37" />

    <Control />

    <Tsapi />

    <Tapi ShoreTelTapiWaveRoutePointExtension=”999” EnableUseTrunkLineNumberForExtensionTapiWav="true"  />




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