voip Integration
shoretel (en)


ServicePilot voip-shoretel


# ShoreTel VoIP

Overview

The ServicePilot ShoreTel VoIP package provides the basis of the ShoreTel VoIP monitoring infrastructure.

Description

The ShoreTel VoIP package is designed to gather call quality information by network zone and general call statistics. One ShoreTel VoIP package is expected to be deployed per customer. Each customer will then have all of their ShoreTel VoIP equipment listed in the ShoreTel VoIP Infrastructure sub-view of this package.

This package makes use of the ShoreTel MySQL CDR report database. When configuring this package, database configuration and credentials are requested so that statistics can be retrieved. The statistics include:

  • Call Statistics
  • Call Quality (by network or zone)

Requirements

  • Network Flows - It is necessary to insure network connectivity between ServicePilot and the monitored device. In case of a network infrastructure with a firewall, all of the following flows must be opened:

    • ServicePilot Manager Web server access (by default TCP/80 when using HTTP or TCP/443 when using HTTPS although this port is configurable): Between ServicePilot Agent and ServicePilot Manager
    • TCP/4309 (Default) (MySQL): Between ServicePilot Agent and ShoreTel MySQL CDR report database
  • Third Party Configuration

    • The ShoreTel MySQL CDR report database accessible to the ServicePilot Agent with username and password entered when configuring the package
  • ServicePilot Requirements

    • ServicePilot Manager minimum version: 8.5
    • ServicePilot Agent Minimum version 8.5 installed and configured
    • A Call Quality by Zone Or Network package imported into the configuration for the ServicePilot Agent

Installation

Before adding a resource to monitor, make certain that all pre-requisites are in place and if a ServicePilot Agent is required, that it is communicating correctly with the ServicePilot Manager. Resources can be added to ServicePilot configuration in a number of ways:

Add resource using Views Configuration web interface

  1. As an administrative user of ServicePilot, open the ServicePilot web interface.
  2. Navigate to Administration. The Configuration > Views web page will open.
  3. Click on the view in which to place the new resource in the Views hierarchy on the left of the interface. The View editor section will show the existing view contents.
  4. From the Packages list on the right of the interface, click and drag the voip-shoretel package into the View editor and let go.
  5. The Package properties dialog box will open to allow resource configuration.
  6. Click OK to close the Package properties dialog box. Note that the dialog box will not close if required parameters are not set.
  7. Click Save to apply the new resource to ServicePilot configuration.

Add resource by changing servicepilot.conf configuration file

Resources can be added to ServicePilot configuration by directly editing the servicepilot.conf or other included YAML configuration files. The ServicePilot web interface can be used to make these changes and apply them to the running configuration.

  1. As an administrative user of ServicePilot, open the ServicePilot web interface.
  2. Navigate to Administration.
  3. Navigate to Configuration > Edit configuration.
  4. Expand the configuration to find the provisioning: and then packages: section of the view in which the new resource will be placed.
  5. Add the example package configuration line below.
  6. Click on the green - package: word to open then Package properties dialog box to allow resource configuration.
  7. Click OK to close the Package properties dialog box. Note that the dialog box will not close if required parameters are not set.
  8. Click Save to apply the new resource to ServicePilot configuration.

Example:

- package: "voip-shoretel;;;;;;;;voip-shoretel;;;Separate Vendors;127.0.0.1;4309;st_cdrreport;n1sm87E9y1/0O3vSe6NKeA==;60;0*|+*;N;;;1;20;150;4;3;50;400;3;50"

Key field notes

  1. Customer Name tab:

    1. Customer Name (matching Shortel VoIP Customer Name): If ServicePilot has been set up in multi-tenant environment, then the customer name is to be presented here, otherwise this field is to be left blank.
  2. CDR Monitoring tab:

    1. HQ IP Address: Shoretel HQ IP Address
    2. MySQL CDR Port: Specify the port of the MySQL server with Shoretel CDR.
    3. MySQL CDR User: Specify the user name for the MySQL server with Shoretel CDR.
    4. MySQL CDR Password: Specify the password for the MySQL server with Shoretel CDR.
    5. Polling frequency (sec): Specify the polling interval in seconds (Default: 60).
    6. External extension pattern: A pipe separated list of Like Operator patterns to Specify an extension as external to the enterprise. Starting the list with an ! will reverse the meaning, so then list internal extensions instead (Default: 0|+). See the Like Operator (Visual Basic).
    7. Mask Extensions: if set, masking will be enabled
    8. Number of trailing digits to mask: specify number of trailing digits to mask
    9. Length of number before digit masking takes effect: specify length of number before digit masking takes place
  3. Good Call Quality tab. Here you can define the thresholds of a "good quality call". Complete the fields as follows:

    1. Good Loss Rate<(%): Define the percentage loss rate under which a call will be qualified as "good".
    2. Good Jitter<(ms): Define the value of Jitter in milliseconds under which a call will be qualified as "good".
    3. Good Latency<(ms): Define the value of latency in milliseconds under which a call will be qualified as "good".
    4. Good MOS>: Define the mean opinion score above which a call will be qualified as "good".
  4. Medium Call Quality tab. Here you can define the thresholds of a "medium quality call". Complete the fields as follows:

    1. Medium Loss Rate<(%): Define the percentage loss rate under which a call will be qualified as "medium".
    2. Medium Jitter<(ms):Define the value of Jitter in milliseconds under which a call will be qualified as "medium".
    3. Medium Latency<(ms): Define the value of latency in milliseconds under which a call will be qualified as "medium".
    4. Medium MOS>: Define the mean opinion score above which a call will be qualified as "medium".
  5. Other Call Quality tab:

    1. Fixed One-way Delay value (ms): Shortel does not provide one-way delay data for media streams. To be able to calculate a MOS score, the constant one-way delay value specified here will be used instead.

Notes

  1. Note that the ShoreTel VoIP package must be imported before any other ShoreTel VoIP packages.