PBX Configuration

Configuration on the PBX side of the ShoreTel integration includes the Call Control section, the Sites section, the Users section, and the Application Servers section. The Call Control section and Sites section together specify and set the list of audio codecs the PBX will use for the site(s) that will be recorded by QMS. The Users section defines the Class of Service to allow a user to be recorded. Lastly, the Application Servers section defines the QMS server within the PBX, which allows the TSP on the QMS server to connect to the PBX for call control events. Following are the steps needed in each section to configure the PBX.

Call Control section:

  1. If not already logged in, log into the ShoreTel Shoreware Director web site as a user with admin-level privileges, at http://<ShoreTel server name or IP address>/shorewaredirector. Some installations will use secure http traffic; in this scenario, use https rather than http in the above URL.

  2. Click on Call Control…​ under the Administration section of the navigation pane.

  3. Click on Codec Lists under the Administration > Call Control…​ section of the navigation pane.

  4. Click New the create a new codec list.

  5. Enter QMS for the Name.

  6. From the Choose Codecs list, select PCMU/8000, PCMA/8000, and G729/8000.

  7. Click Add>> to move the selected codecs to the Codec List Members list.

  8. Click Save.

Sites section:

  1. If not already logged in, log into the ShoreTel Shoreware Director web site as a user with admin-level privileges, at http://<ShoreTel server name or IP address>/shorewaredirector. Some installations will use secure http traffic; in this scenario, use https rather than http in the above URL.

  2. Click on Sites under the Administration section of the navigation pane.

  3. Click the link for the Site that will be recording by QMS.

  4. For the Intra-Site Calls value, select QMS from the drop-down.

  5. For the Inter-Site Calls value, select QMS from the drop-down.

  6. Click Save.

  7. Repeat steps 3-6 for any other sites that are to be recorded by QMS.

Users section:

  1. If not already logged in, log into the ShoreTel Shoreware Director web site as a user with admin-level privileges, at http://<ShoreTel server name or IP address>/shorewaredirector. Some installations will use secure http traffic; in this scenario, use https rather than http in the above URL.

The creation of ShoreTel Individual Users, User Groups, and Classes of Service are beyond the scope of this guide. Please refer to the ShoreTel System Administration Guide for further information.

  1. Click on Users…​ under the Administration section of the navigation pane.

  2. Click on User Groups under the Administration > Users…​ section of the navigation pane.

  3. Find or create a User Group that is assigned a Telephony Features Permissions set with the Allow Recording of Own Calls permission checked.

  4. Click on Individual Users under the Administration > Users…​ section of the navigation pane.

  5. Click on the First Name of a ShoreTel User that is to be recorded by QMS.

  6. For the User Group value, select the group found/created in step 3 above from the drop-down list.

  7. For the Site value, select a site that is to be recorded by QMS.

  8. Click Save.

  9. Repeat steps 6-9 for all users that should be recorded by QMS.

Application Servers section:

  1. If not already logged in, log into the ShoreTel Shoreware Director web site as a user with admin-level privileges, at http://<ShoreTel server name or IP address>/shorewaredirector. Some installations will use secure http traffic; in this scenario, use https rather than http in the above URL.

  2. Click on Application Servers…​ under the Administration section of the navigation pane.

  3. Click on HQ/DVS under the Administration > Application Servers…​ section of the navigation pane.

  4. From the Add new DVS at site drop-down, select the site that will be recorded by QMS.

  5. Click Go to bring up the HQ/DVS Edit Server view.

  6. Enter in a Name and the rest of the parameters as applicable.

  7. Click Ping this Server to verify the PBX can find and connect to the QMS server.

  8. Click Save.

Network Configuration

While different brands and models of network switches have unique methods of configuration, setting up network mirroring usually involves accessing the network port settings through the network switch’s administration portal. One port is selected to be the destination port for the mirrored packets; this port might be selected by default, or the port might be selectable by the administrator. The destination port is the port to which the QMS server’s capture network interface card (NIC) is connected. After setting up the destination port, the source ports from which network traffic will be mirrored must have mirroring enabled. The source ports will be ports to which the ShoreTel IP phones are connected. Refer to the network switch’s administration manual for more specific details on configuring port mirroring for the switch.