The ShoreTel Professional Services Call Router is a software application that ... When a call is routed to the appropria
The ShoreTel Call Router Application ShoreTel Professional Services Introduction The ShoreTel Professional Services Call Router is a software application that distributes incoming calls to the ShoreTel system based on ANI (Caller ID) or DNIS (Called Number) information to a destination number. The destination number may be an extension number or an external number (including the trunk access code and any other digits required to place an external call). The application will route calls with no caller ID or DNIS and calls for which no match is found to a default destination. Included with the application is a web-based administration application which allows properly authenticated individuals to create, modify and delete new route points and the associated routing rules and default destination numbers. The Call Router Application is different from the ShoreTel Professional Call Manager’s Personal Call Handling tools available in versions ST 9.0 and later. The Call Router is a system wide service which determines the destination number for incoming calls. In contrast, Personal Call Handling controls calls delivered to a specific user’s phone and is programmable by each individual user with Professional Call Manager. The software consists principally of a Windows Service installed on the customer’s ShoreTel Headquarters server or a ShoreTel Distributed Voice Server (DVS.) The service is normally running all of the time and watches for inbound calls presenting at one or more "route points". A ShoreTel route point is a special kind of extension in the ShoreTel system used by software applications for managing calls. Inbound calls from customers are routed via normal DID and Trunk configuration options of the ShoreTel system to present to a given Route Point. All calls though out the entire ShoreTel system will be routed if they are sent to a Call Router’s Route Point. When a call is routed to the appropriate Route Point, the Call Router Service takes the following actions: If the Call Router license key cannot be verified, the call is transferred to the error extension, Depending on the type of routing group, checks for and retrieves the call's ANI or DNIS. If the call does not have the required ANI/DNIS then the system immediately blind transfers the call to the default destination defined for this Route Point. If the call has ANI/DNIS information associated with it the database is searched for a routing rule associated with the ANI/DNIS or any prefix part of the ANI/DNIS. If no match is found in the database then the system immediately blind transfers the call to the routing group's default destination. ShoreTel Call Router Application
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Assuming a matching routing rule is found for the ANI/DNIS then the call will be transferred to that destination. If there is any failure trying to transfer the call to its primary destinations then it will be transferred to the error extension. Finally, if for any reason the transfer to the error extension fails, the call will be disconnected.
Installation Prerequisites The ShoreTel Application Licensing software must be installed on the Headquarters (Director) server along with a Call Router license key.
Overview There are several steps to installing and configuring the ShoreTel Call Router. 1. 2. 3. 4. 5. 6. 7. 8.
Install the ShoreTel Call Router Service Configure the ShoreTel Call Router Settings Create any Route Point(s) Install the ShoreTel Call Router Administration Website Configure the Call Router Administration Website Authentication Configure the ShoreTel Call Router Database Event Log Troubleshooting Call Router Administration Problems
Each of these steps is explained below.
Install the ShoreTel Call Router Service The service should be installed on the customer's ShoreTel Headquarters server: You should have received a zip file named STPSCallRoutern.n.n.zip (e.g., STPSCallRouter1.2.0.zip). Unzip this file into a folder. From the folder run the STPSCallRouterSetup.exe. If you have not already installed the Microsoft .NET 2.0 runtime on the server you will be prompted to do so. If so, follow the prompts which should automatically download and install .NET from the Internet. Once this completes, continue with the install. Follow the install prompts. There is one value you will need to supply: Namely, the extension to receive calls if the service encounters an error trying to transfer a call to a Route Point’s default extension:
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Once the service is installed it should be automatically started as well as having a start type of automatic. This should make it run automatically whenever the server machine is restarted. You can verify that the service is installed and started by running the Windows Services application. Look for the service named "STPS Call Router":
You can also confirm the overall health of the server as well as diagnose problems by examining the log file created by the server. See the section on configuration regarding the log settings for details.
Once the server is installed, running and configured, it will handle calls which present at any of its route points.
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Configure the ShoreTel Call Router Settings The service has a number of settings which control it. The principal setting is the error extension specified at installation time. However, there are several other settings which you may wish to change. To modify the server's settings, you must change the values in the registry using the regedt32 utility and then restart the server via the Windows services utility. To run regedt32, from the Programs | Run enter "regedt32". When the main regedt32 window shows, navigate to this key: HKEY_LOCAL_MACHINE\SOFTWARE\ShoreTel\STPSCallRouter This shows regedt32 open to that key:
The various settings of the application are shown and can be modified by directly changing the values in the registry and then restarting the service. The settings are as follows: ErrorExtension The value of this string will match the extension you entered at installation time. This is used if the service is unable to transfer to a given route's default extension. DBPath This contains the path of the Access database used to drive the application. By default an empty copy of a database is installed the first time the application is installed in the program's application directory. Assuming the application was installed in the normal location the file would be: C:\Program Files\ShoreTel\ShoreTel Call Router Service\Database STPSCallRouter.mdb Note that in order for the application to route calls based on ANI or DNIS values it is necessary to add entries to this database using the web administration. CTILogLevel The server can optionally create a low level detailed log of all call activity. Unless instructed by ShoreTel you will normally leave this set to 0 (no logging.) The log level valid values are 0, 1, 2 and 3. Note: Remember to restart the service in order for your changes to take effect.
Server Log File By default, the server will write a log file. As installed, this file will reflect startup, shutdown and any errors encountered by the service. In addition, it will log each call handled and where it was sent. The logging feature allows more or less details to be logged by editing the logging XML file.
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As configured, the server will maintain a rolling history of up to 10 log files with a maximum of 10 Megabytes in each file. The log file will be stored in the “Logs” directory of the application's install directory. Assuming the service is installed in the default location this would be: C:\Program Files\ShoreTel\ShoreTel Call Router Service\Logs
The XML file which controls the logging is located in the application's directory and is named log4net.config. If you edit the file with (for example) notepad.exe, this shows the contents of the file:
To change the level of detail logged, you would want to change the "level value" in the root section and save the changes. Changes to the log level do NOT require a service restart. The above screen shot shows the value. The valid values in order of increasingly detailed logging (each level includes lower levels) are as follows: FATAL Only fatal errors are logged. ERROR Errors are logged. WARN Warnings are logged. INFO Informational events are logged including logging of each call handled. DEBUG All logging is enabled.
Create any Route Point(s) The application needs a route point configured using the ShoreWare Director. A Route Point is a special kind of extension which is used by the Call Router service to examine inbound calls and route those calls within the ShoreTel phone system. In order to be able to handle calls, inbound trunks must be configured to present calls to the Route Point. This process is not discussed in this document and is left to the customer and partner to configure.
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To create the route point, run ShoreWare Director and from the menu select Administration | Call Control... | Route Points. Then click Add New and set the values as appropriate. This screen shot shows ShoreWare Director screen with the important fields circled:
The Name in the name of the route point. The Extension assigned to the route point. You will need to enter this when installing or manually reconfiguring the server. The Route Point Server location should be set to the server where the ShoreTel Call Router Service and Website are installed. This would typically be the customer's Headquarters' (ShoreWare Director) server. Clear the Mailbox (server) checkbox. Set the Call Stack Depth to the maximum number of expected simultaneous calls that this application will handle.
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The Call Forwarding is usually set to Never but can be set to forward on No Answer/Busy to handle routing calls in case the service is not running.
Install the ShoreTel Call Router Administration Website The Call Router Administration Website is installed on the customer's ShoreTel Headquarters server: Run “STPSCallRouterAdminSetup.exe” from the previous created folder containing the STPSCallRouter1.0.0 unzipped files. If you have not already installed the Microsoft .NET 2.0 runtime on the server you will be prompted to do so. If so, follow the prompts which should automatically download and install .NET from the Internet. Once this completes, continue with the install. Follow the install prompts. You should accept the default values unless there is some reason to change them.
The Call Router Administration URL is http:///callrouter where “ is the name of the ShoreTel Headquarters server.
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Configure the Call Router Administration Website Authentication The Call Router Administration website uses forms authentication which requires a valid username and password. After installation, the initial username is “admin” and the initial password is “changeme”. These settings are kept in the registry and may be changed using the windows regedt32 utility. To run regedt32, from the Programs | Run enter "regedt32". When the main regedt32 window shows, navigate to this key:
HKEY_LOCAL_MACHINE\SOFTWARE\ShoreTel\STPSCallRouterAdmin This shows regedt32 open to that key:
Configure the ShoreTel Call Router Database Use a web browser and navigate to the Call Router Administration Website (e.g., http:///callrouter):
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The Call Router Administration can be directly accessed from Director in ShoreTel releases 9.2 and later. If the Call Router is installed on an earlier release, the Director integration appears when the system is upgraded to ShoreTel release 9.2. This integration is only available if the Call Router software is installed on the HQ server. Selecting the “Call Router” application brings up the logon page:
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After entering the User Name and Password the route point configuration page is displayed:
The top of the page displays existing route points while the bottom of the page is used to configure new route points. Specify the following fields to create a new route point: Route Point: Type: Default Destination: Enabled:
3-12 digit route point number matching a route point configured in ShoreWare Director. Specifies the routing type: ANI for Calling Party ID or DNIS for Dialed Number. 3-20 digit number calls are routed to when there is no matching ANI or DNIS number. Specifies if calls should be routed. When this field is disabled (not checked) all calls will be routed to the default destination.
For example, specifying route point 4900, ANI, and default destination 2400 produces:
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The edit icon is used to modify an existing route point while the to remove a route point. Selecting the
delete icon is used
edit icon opens the route point for editing:
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The save icon updates the call router database with the new values while the is used to cancel the editing mode without making any changes to the database.
icon
If we modify the default destination to 2300 and save the changes, the following page is displayed:
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All the route points are hyperlinks to the routing rules configuration page. Selecting 4900 displays:
The top part of the page shows the route point and existing routing rules while the bottom part of the page is used to create new rules (“Add Rule) and to test the routing (“Route ANI”) rules.
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To create a new rule, enter a 3-15 digit ANI number and a 3-20 digit Destination number and select the “Add Rule” button. For example entering a ANI of 1408492 and a destination number of 7304 results in the following page:
The routing rules can be modified and deleted using the icons above. Adding several more rules produces the following page:
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The “Route ANI” button is used to test the routing rules for a specified ANI. For example, if we enter “1415828” in the ANI field and select the “Route ANI”, the matching routing rule will be highlighted:
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The matching rule specifies any number beginning with “1415” is routed to “7415”. If we try to route “15102389801” the following page is displayed:
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This may indicate a routing rule is missing. The “Return to Route Points” hyperlink in the upper right corner is used to return to the route point configuration page. When more than 100 routing rules are configured, routing rules are displayed in pages of 100 entries. For example, the following route point has 30,000 routing rules: ShoreTel Call Router Application
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The icons below the routing rules are used to navigate between pages of data: Moves to the first page data Moves to the last page of data Moves to the next page of data Moves to the previous page of data
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Capacity Notes: 1. The number of route points is limited to the ShoreTel capacity of 300. 2. There is no enforced limit on the number of routing rules. However, testing has only been verified with up to 30,000 rules.
Event Log The following conditions log entries in the Windows Application event log: Call Router service startup and shutdown Licensing state changes Call Router application events have an event source name of “STPS Call Router”.
Troubleshooting Call Router Administration Problems The following two errors may indicate incorrect .NET IIS settings:
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Run the IIS manger: “Start – Run – inetmgr” which displays the following dialog:
Select (expand) the local computer and select “Web Service Extensions”:
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Verify the “ASP.NET v2.0.50727” extension is set to “Allowed”.
Expand (Select) the “Web Sites”, Expand “Default Web Site”, and right click on “Call Router” and select properties”:
Select the “ASP.NET” tab and verify the “ASP.NET version” is set to “2.0.50727”.
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