Revolution Web ShoreTel Innovation Network Application Note for ShoreTel 14.1

Transcription

1 Revolution Web ShoreTel Innovation Network Application Note for ShoreTel 14.1 December 2013 Resource Software International Ltd. (RSI) 40 King Street West, Suite 300 Oshawa, Ontario. L1H 1A4 Website:

2 TABLE OF CONTENTS NOTICE... 3 INTRODUCTION... 4 ABSTRACT... 4 OVERVIEW... 5 FEATURES AND BENEFITS... 5 RSI OVERVIEW AND CONTACT... 6 RSI PRODUCT INFORMATION... 7 ARCHITECTURE OVERVIEW... 8 ODBC CONNECTION TO SHORETEL SERVER... 9 RS-232 (SERIAL) CONNECTION TO SHORETEL SERVER REQUIREMENTS AND LIMITATIONS VERSION SUPPORT VALIDATION TESTING RESULTS SUMMARY TABLE 1: SAMPLE TEST CASES TABLE 2: EXTENDED FEATURE TEST CASES CONFIGURATION OVERVIEW SHORETEL CONFIGURATION RETRIEVE MYSQL RECORDS VIA AN ODBC CONNECTION RETRIEVE MS-ACCESS CDR RECORDS VIA AN ODBC CONNECTION RETRIEVE PROFESSIONAL SERVICES L&P CDR RECORDS VIA AN ODBC CONNECTION RETRIEVE CDR RECORDS VIA A SERIAL CONNECTION RSI CONFIGURATION INSTALLATION CONFIGURING REVOLUTION WEB TO INTEROPERATE WITH SHORETEL RSI TROUBLESHOOTING RSI SUPPORT SERVICES DOCUMENT AND SOFTWARE COPYRIGHTS TRADEMARKS DISCLAIMER COMPANY INFORMATION RSI SPECTRUM OF SERVICES CALL ACCOUNTING CONTACT CENTER REPORTING TRAFFIC ANALYSIS FACILITIES MANAGEMENT RSI CLOUD SOLUTIONS ON-SITE NOTIFICATION / ALARM MANAGEMENT INVOICE MANAGEMENT CTI APPLICATIONS / CRM INTEGRATION Resource Software International Ltd. Page 2

3 Notice Resource Software International Ltd. reserves the right to make improvements to the product described in this manual at any time and without notice. This document contains no warranty of any kind with regard to this material, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Resource Software International Ltd. shall not be liable for errors contained herein or for incidental consequential damages in connection with the furnishing, performance or use of this material or product. In no event will Resource Software International be liable to you for any special damages including, any lost profits; lost savings, or other incidental or consequential damages, even if Resource Software International has been advised of the possibility of such damages, or for any claim by any other party. Some places do not allow the exclusion or limitation of special, incidental or consequential damages, so the above limitation or exclusion may not apply to you. This document is copyrighted. All rights are reserved. This document may not, in whole or in part, be copied, photocopied, reproduced, translated or reduced to any electronic medium or machinereadable form without prior consent, in writing, from Resource Software International Ltd. (c) , Resource Software International Ltd. 40 King Street West, Suite 300, Oshawa, Ontario. Canada. L1H 1A4. Phone: (905) Fax: (905) All Rights Reserved. Printed in Canada Resource Software International Ltd. Page 3

4 Introduction Resource Software International Ltd. (RSI) is a dynamic development and distribution company specializing in voice and data management systems. Our unique approach to data storage, call management, carrier comparisons, equipment billing, bill analysis, contact center reporting, real-time dashboards, emergency on-site notification, CRM Integration, and computer telephony integration (CTI) have given RSI the competitive advantages in a market dominated by outdated and inflexible systems. RSI believes communication is the essential key in a competitive world that demands instantaneous results. The influx of long distance providers, countless rate structures and discount calling plans has left many telecom managers baffled about best available services. Abstract Revolution Web Call Accounting is a robust browser based communication management solution for ShoreTel IP phone systems. Revolution Web Call Accounting can be deployed in virtually any SMB enterprise including retail, government agencies, brokers, professional firms, banks, hospitals and universities. This solution can be utilized to allocate telecom costs to individuals and departments. It can also be used to monitor telephone productivity of each employee in the company. The software can be accessed from your desktop or from around the world through a true web interface. Revolution Web Call Accounting reports can be generated manually or be scheduled for automatic daily, weekly and/or monthly distribution. Alarms can be scheduled for emergency 911 notifications, toll fraud or misuse reporting. A built-in contacts database can be used to quickly identify all calls made to / from a particular contact and tagged as personal or business related. RSI is committed to continued refinement and enhancement of all our product line. To assist us in future enhancements, both with the product itself and the effectiveness of our literature and documentation, you are invited to call Resource Software International Ltd. at (905) Resource Software International Ltd. Page 4

5 Overview This document provides a technical overview of the Resource Software International (RSI) Revolution Web Call Accounting application. A summary of the feature and benefits of the combined RSI and ShoreTel solutions is also presented. This document also contains detailed Vendor contact information for our sales, technical sales and technical support groups. Features and Benefits 100% browser based solution Installs easily and quickly with limited to no user training required. Retrieves ShoreTel CDR data via IP or serial connection without the need for costly hardware buffers Can be deployed anywhere around the globe. Supports both North American and International Numbering plans. Equipped with its own built-in web server eliminating the needs for IIS or Apache Allocate calls and costs to individuals and/or departments Comprehensive reporting tools including, detail, summary, graphical and user definable report creation. Built-in task scheduler allows user to automate report generation and delivery. Generates real-time alerts for user definable priority conditions (i.e. 911, misuse, international calling) No client software required. Reports can be accessed by any authorized user with intranet/internet access. User defined login accounts allows the administrator to restrict access to the application and call data by user and/or department. Resource Software International Ltd. Page 5

6 RSI Overview and Contact Resource Software International (RSI) Ltd. has been developing award-winning communications management solutions for businesses of all sizes since RSI is a leading provider of call accounting, hotel billing, computer-telephony integration, CRM integration, call center reporting, real-time dashboards, switch management, on-site emergency notification, mobile tracking, and cloud-based communications management solutions around the globe. For general sales questions contact your reseller or contact Resource Software International (RSI) directly at: Drew Walker General Manager (905) x 246 [email protected] Resellers who want to start selling our solutions should contact: Rana Banik Director of Business Development and Strategic Alliances (905) x 258 [email protected] Technical Support inquiries from any region can contact Resource Software International (RSI) directly at: RSI Support Services (905) [email protected] Resource Software International Ltd. Page 6

7 RSI Product Information The following image depicts the Revolution Web Call Accounting browser based user interface. Product Model number / sku number Product Code Description URWEB25-P Revolution Web Call Accounting (25 Extensions) URWEB50-P URWEB100-P URWEB250-P URWEB500-P URWEBUNL-P Revolution Web Call Accounting (50 Extensions) Revolution Web Call Accounting (100 Extensions) Revolution Web Call Accounting (250 Extensions) Revolution Web Call Accounting (500 Extensions) Revolution Web Call Accounting (Unlimited Extensions) Product Approximate List Price Prices start at $ US. Resource Software International Ltd. Page 7

8 Architecture Overview Our Revolution Web Call Accounting solution architecture supports the following configurations to capture and store CDR data retrieved from a ShoreTel telephone system. ODBC Connection Revolution Web Call Accounting can be integrated with a ShoreTel Unified Commnications platform (release 5.0 or later) utilizing an ODBC connection to the ShoreTel call record database via a LAN. No additional hardware is required. Prior to ShoreTel releases 7 call records were stored in a Joint Engine Technology (JET) database (also referred to as Microsoft Access). ShoreTel release 7 and later stores call transaction information in a MySQL database table. Our Revolution Web software supports retrieval of database records from each of these database technologies. Additionally, our Revolution Web software can also support retrieval of call records from the ShoreTel Professional Services L&P CDR table (release 6.1 or later). The ShoreTel server must be visible to the computer operating our Revolution Web software (i.e. connected to the same LAN / WAN). RS-232 Connection Revolution Web can be integrated with a ShoreTel Unified Communications platform (release 7 or later) utilizing an RS-232 (serial) connection with the ShoreTel Server A detailed description of the architecture, including a connectivity diagram, for both ODBC and RS-232 connectivity can be found below. Please note the Revolution Web software should not be installed on the ShoreTel server. Resource Software International Ltd. Page 8

9 ODBC Connection to ShoreTel Server Revolution Web utilizes our WinLINK ODBC data collection module to create an ODBC connection to either the ShoreTel MySQL database (ShoreTel v7.0 or later) or the ShoreTel MS-Access CDR table (ShoreTel v6.x or earlier). Additionally, the ODBC data collection module can also be utilized to retrieve call records from the ShoreTel Professional Services L&P CDR database (ShoreTel v6.1 or later). After successfully connecting to the ShoreTel server, the software utilizes an SQL query to retrieve any new call records (CDR data) stored in its database since the previous connection. Retrieval of this data from the ShoreTel database can be scheduled at user defined intervals (i.e. every x minutes, hours, days, etc).the retrieved data is normalized by the Revolution Web data parsing engine and appended to its database. Note: Our Revolution Web software utilizes its ODBC data collection module to capture ShoreTel CDR/SMDR via the corporate LAN/WAN. The lines between ShoreTel Hardware, Data switch, Router, IP phones, etc. and the computer where the Revolution Web software is installed are provided to illustrate the presence of a network connection. The Revolution Web computer must utilize a Microsoft operating system (Windows XP, 7/8, 2003/2008/2012 or later). Resource Software International Ltd. Page 9

10 RS-232 (Serial) Connection to ShoreTel Server Our Revolution Web software utilizes its serial collection module to capture ShoreTel CDR/SMDR data in real-time via an RS-232 (serial) connection. Captured data is normalized by the Revolution Web data parsing engine and appended to its database. Note: Our Revolution Web software utilizes its built-in data collection module to capture ShoreTel CDR/SMDR data in real-time via an RS-232 (serial) connection. The lines between ShoreTel Hardware, Data switch, Router, IP phones, etc. are provided to illustrate the presence of a network connection. The Revolution Web computer must utilize a Microsoft operating system (Windows XP, 7/8, 2003/2008/2012 or later). Resource Software International Ltd. Page 10

11 Requirements and Limitations The following section details the minimum hardware/software requirements needed to implement our Revolution Web Call Accounting solution with a ShoreTel telephone system. Hardware/Software Requirements 1. ShoreTel Unified Communications System release 5.0 or later (release 14 recommended). 2. Minimum of two of ShoreTel telephone sets (100 Series, 200 Series, 500 Series, etc.). Telephone sets must be capable of placing and receiving telephone calls. 3. Minimum of two telephone lines. 4. ShoreTel CDR feature active and configured to generate/deliver CDR data via serial/odbc connection. 5. Workstation or Server Computer (Windows XP, 7/8, Windows 2003, 2008/2012 or later). A network connection is required for retrieval of ShoreTel CDR/SMDR via an ODBC connection. A serial port (or USB port with USB to Serial port converter) is required for collection of CDR data from the ShoreTel system via an RS-232 connection. 6. Microsoft Internet Explorer version 7.x or later 7. MySQL ODBC Driver compatible with your ShoreTel phone system (i.e. MySQL ODBC 3.51 or MySQL ODBC 5.1 driver). 8. Network Share on folder on ShoreTel Server where the CDR records (ShoreTel v 6.x or earlier) or Professional Services L&P CDR records are stored (ShoreTel 6.1 or later). 911 Interaction Revolution Web Call Accounting can monitor incoming and outgoing calls in real time. The software can be configured to detect 911 events and deliver emergency 911 notifications messages, via , to user defined addresses. Resource Software International Ltd. Page 11

12 Version Support Revolution Web is certified via the Technology Partner Validation Process for the ShoreTel system. The table below contains the matrix of Revolution Web releases certified on the identified ShoreTel software releases. Revolution Web 2.6.x 2.7.x 9.1 ü ShoreTel Release 10.x ü 11.x ü 12.x ü 13.x ü 14.1 ü Resource Software International Ltd. Page 12

13 Validation Testing Results Summary The following section contains a list of the test cases performed to confirm the interoperability of RSI Revolution Web solution with ShoreTel s published software interfaces. Please note 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. Table 1: Sample Test Cases ID Name Description Results 1.1 Installation Verify successful installation and configuration of Pass the ShoreTel Server and Revolution Web Call Accounting Software 1.2 ODBC Connectivity Verify Revolution Web Call Accounting Pass successfully retrieves call records from the MySQL CDR table or MS Access CDR table via an ODBC connection 1.3 Serial Connectivity Verify Revolution Web Call Accounting Pass successfully captures call records via a serial connection 1.4 ShoreTel Professional Services L&P CDR Connectivity Verify Revolution Web Call Accounting successfully retrieves call records from the ShoreTel Professional Services L&P CDR (MS Pass 1.5 Device Reset (Power failure) 1.6 Loss of Network Connection Access) table via an ODBC connection. Verify successful collection of data after reinitialization of ShoreTel server. Verify duplicate records are not collected Verify successful collection of data after connectivity between ShoreTel server and Revolution computer is reset (i.e. disconnected and then reconnected). Pass Pass Resource Software International Ltd. Page 13

14 Table 2: Extended Feature Test Cases ID Name Description Notes 2.1 Outbound Analog Trunk Call Place an outbound analog trunk call and verify the CDR is properly processed and reported by Pass 2.2 Outbound Digital Trunk Call 2.3 Outbound SIP Trunk Call 2.4 Inbound Analog Trunk Call 2.5 Inbound Digital Trunk Call 2.6 Inbound SIP Trunk Call the Revolution Web software. Place an outbound digital trunk call and verify the CDR is properly processed and reported by the Revolution Web software. Place an outbound SIP trunk call and verify the CDR is properly processed and reported by the Revolution Web software. Answer an inbound analog trunk call and verify the CDR is properly processed and reported by the Revolution Web software. Answer an inbound digital trunk call and verify the CDR is properly processed and reported by the Revolution Web software. Answer an inbound SIP trunk call and verify the CDR is properly processed and reported by the Revolution Web software. 2.7 Internal Call Place and answer an internal call. Verify the CDR is properly processed and reported by the Revolution Web software. 2.8 Supervised Transfer Answer an inbound call at extension A and perform a supervised transfer to extension B. Verify the CDR is properly processed and reported by the Revolution Web software. 2.9 Unsupervised Transfer Answer an inbound call at extension A and perform an unsupervised transfer to extension B. Verify the CDR is properly processed and reported by the Revolution Web software Conference Call Create a three party conference call (at least one call is an outgoing external call). Verify the CDR is properly processed and reported by the Revolution Web software Voice Mail Call Answer an inbound call and transfer it to voice mail. Verify the CDR is properly processed by the Revolution Web software Auto Attendant Call Place an inbound call to the ShoreTel telephone system that is answered by the auto attendant. Verify the CDR is properly processed by the Revolution Web software 2.12 Auto Attendant Call Place an inbound call to the ShoreTel telephone system that is answered by the auto attendant. Verify the CDR is properly processed by the Revolution Web software 2.13 Call Hold Place an inbound or outbound call, then place the call on-hold, then resume the call. Verify the CDR is properly processed by the Revolution Web software Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Resource Software International Ltd. Page 14

15 ID Name Description Notes 2.14 Call Forward Place an inbound call to ext. 1 that is configured Pass to always forward to ext. 2. Verify the CDR is properly processed by the Revolution Web software and the extension recorded in the CDR is ext Account Code Place an outbound call with the extension user group configured for Forced account codes. Verify the CDR is properly process by the Revolution Web software and that the account code utilized is properly reflected. Pass Configuration Overview The ShoreTel telephone system generates a call detail record (CDR) for each telephone call placed or received by the telephone system. The CDR records are stored on the ShoreTel telephone server s hard drive. The Revolution Web Call Accounting software can process and retrieve ShoreTel CDR records utilizing either IP (ShoreTel 5.x or later) or serial (ShoreTel v7.0 or later) connection. Collection of CDR data via IP utilizes an ODBC connection to the ShoreTel server s CDR database. The CDR database on ShoreTel versions 6.x or earlier utilizes an MS Access database format. The CDR database on ShoreTel versions 7.0 or later utilizes a MySQL database. ShoreTel release 6.1 introduced an additional CDR database to the ShoreTel platform called the ShoreTel Professional Services L&P CDR records. The L&P CDR feature was designed specifically for professional services customers (i.e. lawyers, accountants) that perform customer bill back of telephone calls. The L&P database call detail records contain additional customer account information (i.e. client matter numbers). The L&P database utilizes an MS- Access database format. The Revolution Web Call Accounting software can retrieve CDR records from this database utilizing an ODBC connection. Note: The ShoreTel Professional Services Legal & Professional Cost Recovery Application does not come standard with the ShoreTel system and must be purchased separately. ShoreTel releases 7.x or later can also generate and deliver CDR records via an RS-232 (serial port) connection. This CDR delivery method requires a serial communications port to be installed on both the ShoreTel Server and Revolution Web hardware. Alternatively, if no serial port is available a USB port may be utilized. Please note to utilize a USB port, a USB to serial port converter must be installed and connected to the hardware. The ShoreTel telephone system s COM port feature must also be configured to deliver the CDR data via a serial port. The Revolution Web software can be installed on either a Windows workstation (Windows XP, 7/8 or greater) or a Windows Server (Windows 2003, 2008, 2012 Server or later). Please note a server is not required. However if a workstation is utilized for the installation it should be one that remains powered on throughout the business day. Resource Software International Ltd. Page 15

16 ShoreTel Configuration The ShoreTel system can generate and store CDR records utilizing multiple methods. ShoreTel Configuration changes required to interoperate with the Revolution Web software will vary depending on the collection method utilized (ODBC or Serial), ShoreTel software release version, and the type of CDR data being retrieved - MySQL records (release 7 or later) or MS- Access CDR Records (release 6 or earlier), or ShoreTel Professional Services L&P CDR records (release 6.1 or later). The following section provides a detailed description of the ShoreTel configuration changes required to support each of these different connection types. Retrieve MySQL Records via an ODBC Connection ShoreTel telephone systems version 7 or later utilize a MySQL database to store standard CDR records. Generation and storage of the data into the MySQL database is configured by default. No additional configuration changes are required on the ShoreTel server to support our Revolution Web software. However, users can modify the ShoreTel configuration to specify the retention period of the CDR data. For additional information on how to modify these settings please review the ShoreTel documentation regarding CDR Reporting Options. Retrieve MS-Access CDR Records via an ODBC Connection ShoreTel telephone systems version 6.x or earlier utilize an MS Access database to store standard CDR records. CDR generation and storage of the data into the MS Access database (cdr.mdb) is configured by default. A network share allowing the computer where the Revolutoin Web software is installed to access the MS-Access database is required. Please use the following steps to configure the Network Share on the ShoreTel Server. 1. Press the Windows Start button then select the Run command. The following Run dialog should now be visible on your screen. Type the bolded text c:\shoretel Data into the open box (shown above) and press the OK button. 2. Locate and right click the Call Records 2 folder (for release 3.1 or earlier the folder name will be Call Records). A popup menu should now appear. Locate and select the Properties menu item. 3. The Call Records 2 folder options dialog should now be visible on your screen. Click the Sharing tab. The following should now be visible on your screen. Resource Software International Ltd. Page 16

17 The share name specified will be used by our Revolution Web software to access the CDR records stored in cdr.mdb file on the ShoreTel server. 4. Activate the Share this folder option and type a share name (i.e. ShoreTelCDR) into the Share name text box (pictured above). The share name provided will be utilized by the Revolution Web ODBC collection module to retrieve CDR records from the ShoreTel server. 5. Press the OK button. Your share settings have now been saved. You have now successfully configured the ShoreTel Server to allow Revolution Web to access and retrieve CDR records from the cdr.mdb file. Retrieve Professional Services L&P CDR Records via an ODBC Connection ShoreTel telephone systems version 6.1 and later have an additional feature, when activated, that generates and stores enhanced CDR data to the ShoreTel Professional Services L&P CDR database. For example the L&P CDR database contains a client/matter number field that is not found in the standard CDR database (cdr.mdb). The ShoreTel Professional Services L&P feature automatically generates and stores CDR data into the L&P CDR MS-Access database (STPSCodeRecords.mdb). A network share allowing the computer where the Revolution Web software is installed to access the L&P MS-Access database is required. Please use the following steps to configure the Network Share on the ShoreTel Server. Resource Software International Ltd. Page 17

18 1. Press the Windows Start button then select the Run command. The following Run dialog should now be visible on your screen. Type the bolded text c:\program Files\ShoreTel into the open box (shown above) and press the OK button. 2. Locate and right click the LPServer folder. A popup menu should now appear. Locate and select the Properties menu item. 3. The LPServer folder options dialog should now be visible on your screen. Click the Sharing tab. The following should now be visible on your screen. The share name specified will be used by our Revolution Web software to access the CDR records stored in STPSCodeRecords.mdb file on the ShoreTel server. 4. Activate the Share this folder option and type a share name (i.e. LPServerCDR) into the Share name text box (pictured above). The share name provided will be utilized by the Revolution Web ODBC data collection module to retrieve L&P CDR records from the ShoreTel server. 5. Press the OK button. Your share settings have now been saved. Resource Software International Ltd. Page 18

19 You have now successfully configured the ShoreTel Server to allow Revolution Web to access and retrieve CDR records from the L&P CDR database (STPSCodeRecords.mdb file). Retrieve CDR Records via a Serial Connection ShoreTel telephone systems version 7 and later support the delivery of CDR data via a serial connection. By default delivery of CDR data via a serial port is disabled on the ShoreTel server. The following provides detailed instructions on how to activate this feature. 1. Launch and log into the ShoreWare Director tool utilizing the system administrator account. 2. Click the Reporting link option (the list should now expand revealing additional options, if it does not expand click it again). 3. Click the Options Link. The following window should now be visible on your screen. 4. Use the COM Port for CDR Output option to select the CDR port to be utilized on the ShoreTel server for the delivery of CDR data. Please note this port must be connected via a serial cable to the computer where the Revolution Web software has been installed. 5. Note: All other options can utilize their default settings. 6. Warning: Serial connections degrade over distance. We recommend the use of shielded cables with a maximum length of 100. Data loss or corruption can occur over greater distances. We strongly recommend the use of one of the ODBC connection methods specified above instead of a serial connection. 7. Press the Save button to record your changes. You have now successfully configured the ShoreTel server to deliver CDR data via a serial connection to the Revolution Web software. Resource Software International Ltd. Page 19

20 RSI Configuration The following section details the installation and configuration steps necessary for the Revolution Web software to interoperate with ShoreTel. Installation Before attempting to install the Revolution Web software please verify all necessary telephone system programming required to generate CDR records has been completed (see ShoreTel Configuration). Once you have activated the ShoreTel telephone system s CDR feature and completed the connection between it and the computer operating the Revolution Web software, you can proceed to install the Revolution Web Call Accounting Software. Install Revolution by using the following instructions: 1. Insert the Revolution Web Call Accounting CD into your computer s CD-ROM drive. The installation software should automatically start after you insert the CD-ROM. If the installation program does not appear within a few moments, simply double click the My Computer icon on your desktop. Next, double click the drive containing your Revolution Web Software (i.e. your CD- ROM drive icon), locate the file rweb###.exe and double click it. The installation program will now start. The following introduction window should now appear on your screen. Press the Next button to proceed with the installation button or the Cancel button to abort the installation. Resource Software International Ltd. Page 20

21 2. The Installation program may now display additional information about the Revolution Web Software. Please carefully read any information that is presented before proceeding. Press the Next button to proceed with the installation or the Cancel button to abort the installation. 3. The installation program will now prompt you to specify where you would like the Revolution Call Accounting start menu short-cuts to be installed. We recommend you install the short-cuts in the default location (i.e. RSI). To change the short-cut location press the Browse button. Once the desired location has been selected, press the Next button to continue or the Cancel button to abort the installation. Resource Software International Ltd. Page 21

22 4. Next the Installation program will present the Select Additional Tasks dialog. Checking the Register Revolution Web Call Accounting as a Windows service option will configure the Revolution Web server to automatically start each time the computer is booted (recommended). Additionally, users will be able access the software from their desktop even if the computer operating the Revolution Web Software is not logged in. Press the Next button to proceed with the installation or the Cancel button to abort the installation. Resource Software International Ltd. Page 22

23 5. The Ready to Install dialog box should now be visible on your screen. Verify the installation settings you have chosen are correct (i.e. Destination Location and Start Menu folder). Press the Back button to modify your settings, press the Install button to Install the software or press Cancel button to abort the installation. 6. The following dialog box highlighting the progress of the installation will be presented. Resource Software International Ltd. Page 23

24 The installation process may take from a few moments to several minutes depending on the speed of your computer. If you encounter installation errors please ensure you have enough disk space and/or computer rights to install this application. If an error occurs and you require assistance please contact either RSI (see Third Party Technical Support) or your distributor. You can abort the installation at anytime by pressing the Cancel button. 7. Once the installation has successfully completed the following confirmation screen will be displayed. Press the Finish button to complete the installation. Some operating systems may display an additional screen prompting you to restart your computer.. The installation is now completed. You are now ready to begin configuring the Revolution Call Accounting Software to interoperate with ShoreTel. Resource Software International Ltd. Page 24

25 Configuring Revolution Web to Interoperate with ShoreTel The Revolution Web Call Accounting software can retrieve and process ShoreTel CDR records utilizing one of the following methods. ODBC connection to ShoreTel MS-Access CDR database (ShoreTel version 6.x or earlier). ODBC connection to ShoreTel MySQL CDR database (ShoreTel version 7.0 or later). ODBC connection to ShoreTel Professional Services L&P CDR database (ShoreTel version 6.1 or later) Serial (RS-232) connection to ShoreTel Server (ShoreTel version 7.0 or later) The following sections of this document describe how to configure Revolution Web to utilize the above CDR collection methods. ODBC Connection to ShoreTel MS Access CDR Database Revolution Web software can be configured to retrieve CDR records from a ShoreTel MS Access CDR database (requires ShoreTel 6.x or earlier) utilizing an ODBC connection. Please note a network share on the ShoreTel server folder containing the CDR.MDB file must have been previously created (see Retrieve MS-Access CDR Records via an ODBC Connection). The following details the configuration steps required to support an ODBC connection to a ShoreTel MS Access CDR database. 1. Start the Revolution Web WinLINK ODBC data collection module. Press the Windows Start button and then select the Run command. The following window should be visible on your screen. Type the following bolded text c:\program files\rsi\cms\drivers\wodbc.exe into the Open drop down box and press the OK button. Please note on Windows 64 bit computers the following bolded text c:\program files (x86)\rsi\cms\drivers\wodbc.exe should be entered into the Run box. Resource Software International Ltd. Page 25

26 2. The WinLINK ODBC software main window should now be visible on your screen. Enter a Profile name identifying your ShoreTel telephone system (i.e. ShoreTel or ShoreTelNY). Any name can be used. Please note spaces are not permitted in a profile name (i.e. please use an underscore instead of a space). 3. Press the Add or Modify an ODBC Connection button. The Windows ODBC Data Source Administrator dialog should now be visible on your screen. A Database Source Name (DSN) containing the database details required for an ODBC connection to the ShoreTel telephone system must be created. Either a User DSN or a Resource Software International Ltd. Page 26

27 System DSN can be utilized. We recommend a System DSN be used as this will allow retrieval of CDR data to continue regardless of which user is logged into the computer. 4. Click the System DNS tab and then press the Add button. The Create New Data Source dialog will now be visible. Locate and select the Microsoft Access Driver (*.mdb) driver in the driver list. 5. Press the Finish button to create the new data source. The ODBC Microsoft Access Setup dialog should now be visible on your screen (pictured below). Resource Software International Ltd. Page 27

28 The Data Source Name and Description fields are utilized to identify and describe the ODBC connection being defined. Set the Data Source Name field to a name that identifies the ShoreTel server being utilized for this ODBC connection. For example if the customer has a single ShoreTel server then set this field to ShoreTel CDR. However if they have multiple ShoreTel servers and the server we are connecting to is in New York then use ShoreTel CDR NY. The Description field is optional and is used to provide a brief description identifying the connection we are configuring. We recommend you set this value to ShoreTel CDR Database Table. Note: the values entered into these fields are labels and do not impact the ODBC configuration. Press the Select button in the Database options section. The Select Database dialog should now appear on your screen. Use the Select Database dialog to locate the ShoreTel MS Access CDR file (cdr.mdb). You can locate this file by either pressing the Network button or by entering the name or IP address of the ShoreTel server followed by the Shared Folder name (folder on ShoreTel server containing the cdr.mdb file) and the CDR file name (i.e. \\<ShoreTel Server Name or IP Address>\ShoreTelCDR\cdr.mdb). Next, press the OK button to save your settings. After pressing the OK button you should be returned to the ODBC Microsoft Access Setup dialog. Press the OK button to close the ODBC Microsoft Access Setup window and return to the WinLINK ODBC main window. Resource Software International Ltd. Page 28

29 6. Click the WinLINK ODBC DSN drop down list box to select the DSN created in steps 3-5 (i.e. ShoreTel CDR. The WinLINK ODBC main window should now resemble the following. 7. Press the Properties button. The Properties dialog box should now be visible on your screen. Resource Software International Ltd. Page 29

30 The Profile Name field should contain the profile name you specified in step 2. If this box is blank then enter a Profile name identifying your ShoreTel server (i.e. ShoreTel or ShoreTelNY) into the space provided (spaces are not permitted in a profile name - use an underscore instead of a space). 8. If a dial-up connection is required to connect the ShoreTel server then click the Connect tab and activate the Use Dial Up Connection option. Otherwise proceed to step 9. Note: A dial-up connection is not usually required. 9. Click the Retrieval tab. The Retrieval settings window will now be visible on your screen. Set the Destination Path & Filename option to the location where the retrieved CDR records are to be saved. We recommend you set this value to c:\bill\smdr.raw. Alternatively, you can press the Browse button to locate and select the desired location. Use the Overwrite existing file when merging new transfers option to identify if the file identified in the Destination Path & Filename option is to be overwritten each time CDR records are retrieved from the ShoreTel server. This option is typically only utilized during testing. Activating this option may cause records to be lost. As a result, we strongly recommend leaving this box unchecked. Use the Polling Mode option to determine which CDR records are to be retrieved from the ShoreTel server. Set this option to 1 Most Recent Records. This option instructs the WinLINK ODBC software to retrieve only new CDR records from the ShoreTel server. Using the All Records option will instruct the WinLINK ODBC software to retrieve all CDR records from the ShoreTel server. Warning: Using the All Records Resource Software International Ltd. Page 30

31 option could result in duplicate call records being stored in the Revolution Web Call Accounting database. As a result, this option should only be utilized if the Revolution Web Call Accounting software database has been corrupted and lost all call records. The Unique Id field is only utilized when the Polling Mode option is set to 1 Most Recent Records. Only CDR records on the ShoreTel server whose ID field is greater than the value in the Unique ID field will be retrieved. At the conclusion of each CDR retrieval the Unique Id value will be updated with the largest ID value contained in the retrieved CDR records. For newly created profiles the Unique ID field should either be blank or set to minus 1 (-1). Use the SQL Statement(s) text box to specify the SQL query utilized to retrieve CDR records from the ShoreTel server. The required SQL statements can be automatically generated by setting the Populate with drop down list box to ShoreTel 5.x/6.x and then pressing the Set button. The recommended SQL statement(s) value is as follows: Select *,ID as IDN from CALL where ID > {idn} order by ID 10. Press the OK button to save your profile. You have now successfully configured a WinLINK ODBC Profile to retrieve CDR records from a ShoreTel server (version 6.x or earlier). You must now configure the Revolution Web Call Accounting software to utilize this profile (see Configuring Revolution Web Retrieving CDR via an ODBC Connection). ODBC Connection to ShoreTel MySQL CDR Database Revolution Web software can be configured to retrieve CDR records from a ShoreTel MySQL CDR database (requires ShoreTel 7.x or later). The following details the configuration steps required to support an ODBC connection to a ShoreTel MySQL CDR database. 1. Start the Revolution Web WinLINK ODBC software module. Press the Windows Start button and then select the Run command. The following window should be visible on your screen. Type the following bolded text c:\program files\rsi\cms\drivers\wodbc.exe into the Open drop down box and press the OK button. Please note on Windows 64 bit computers the following bolded text c:\program files (x86)\rsi\cms\drivers\wodbc.exe should be entered into the Run box. Resource Software International Ltd. Page 31

32 2. The WinLINK ODBC software main window should now be visible on your screen. Enter a Profile name identifying your ShoreTel telephone system (i.e. ShoreTel or ShoreTelNY). Any name can be used. Please note spaces are not permitted in a profile name (i.e. please use an underscore instead of a space). 3. Press the Add or Modify an ODBC Connection button. The Windows ODBC Data Source Administrator dialog should now be visible on your screen. Resource Software International Ltd. Page 32

33 A Database Source Name (DSN) containing the database details required for an ODBC connection to the ShoreTel telephone system must be created. Either a User DSN or a System DSN can be utilized. We recommend a System DSN be used as this will allow retrieval of CDR data to continue regardless of which user is logged into the computer. 4. Click the System DNS tab and then press the Add button. The Create New Data Source dialog will now be visible. Locate and select the MySQL ODBC Driver compatible with your ShoreTel phone system (i.e. MySQL ODBC 3.51 or MySQL ODBC 5.1 driver). The MySQL ODBC Driver version used will depend on what version your ShoreTel phone system is currently running. ShoreTel 7.0, 7.5 and 8.x use MySQL ODBC driver version 3.51.x, while ShoreTel 9.x and later uses MySQL ODBC driver version 5.1.x. Please note these options will only be visible if the MySQL ODBC driver has been installed on your computer. If these options are not visible then locate and download the required MySQL driver. MySQL drivers can be found at one of the following locations. MySQL ODBC 3.51: MySQL ODBC 5.1: Resource Software International Ltd. Page 33

34 5. Press the Finish button to create the new data source. The MySQL Connector/ODBC Driver 3.51 or 5.1 dialog should now be visible on your screen (pictured below). The Data Source and Description fields are utilized to identify and describe the ODBC connection being defined. Set the Data Source field to a name that identifies the ShoreTel server being utilized for this ODBC connection. For example if the customer has a single ShoreTel server then set this field to ShoreTel CDR. However if they have multiple ShoreTel servers and the server we are connecting to is in New York then use ShoreTel CDR NY. The Description field is optional and is used to provide a brief description identifying the connection we are configuring. We recommend you set this value to ShoreTel CDR Database Table. Note: the values entered into these fields are labels and do not impact the ODBC configuration. The Server and Port fields identify the ODBC connection settings utilized to retrieve CDR records from the ShoreTel CDR database. Set the Server field to the IP Address or computer name of the ShoreTel Server. The Port field value specified must match the port value utilized by the ShoreTel Server. The default port value is A User Name and Password is also required to connect to the ShoreTel CDR database. The default User Name is st_cdrreport. The default Password is passwordcdrreport. Set the Database field to the ShoreTel CDR database name (i.e. shorewarecdr). Resource Software International Ltd. Page 34

35 Press the Test button to confirm an ODBC connection to the ShoreTel CDR database can be successfully completed using the configuration settings you have specified. If the ODBC settings provided are incorrect a message box will be displayed indicating a connection attempt to the ShoreTel server has failed. Please verify the settings provided are correct and then re-test the configuration by pressing the Test button again. The following message box will be displayed if the connection settings provided are correct. You have now successfully tested your ODBC connection to the ShoreTel Server. Press the OK button to create the DSN. Press the OK button to close the ODBC Data Source Configuration window and return to the WinLINK ODBC main window. 6. Click the WinLINK ODBC DSN drop down list box to select the DSN created in steps 3-5 (i.e. ShoreTel CDR. The WinLINK ODBC main window should now resemble the following. Resource Software International Ltd. Page 35

36 7. Press the Properties button. The Properties dialog box should now be visible on your screen. The Profile Name field should contain the profile name you specified in step 2. If this box is blank then enter a Profile name identifying your ShoreTel server (i.e. ShoreTel or ShoreTelNY) into the space provided (spaces are not permitted in a profile name - use an underscore instead of a space). 8. If a dial-up connection is required to connect the ShoreTel server then click the Connect tab and activate the Use Dial Up Connection option. Otherwise proceed to step 9. Note: A dial-up connection is not usually required. Resource Software International Ltd. Page 36

37 9. Click the Retrieval tab. The Retrieval settings window will now be visible on your screen. Set the Destination Path & Filename option to the location where the retrieved CDR records are to be saved. We recommend you set this value to c:\bill\smdr.raw. Alternatively, you can press the Browse button to locate and select the desired location. Use the Overwrite existing file when merging new transfers option to identify if the file identified in the Destination Path & Filename option is to be overwritten each time CDR records are retrieved from the ShoreTel server. This option is typically only utilized during testing. Activating this option may cause records to be lost. As a result, we strongly recommend leaving this box unchecked. Use the Polling Mode option to determine which CDR records are to be retrieved from the ShoreTel server. Set this option to 1 Most Recent Records. This option instructs the WinLINK ODBC software to retrieve only new CDR records from the ShoreTel server. Using the All Records option will instruct the WinLINK ODBC software to retrieve all CDR records from the ShoreTel server. Warning: Using the All Records option could result in duplicate call records being stored in the Revolution Web Call Accounting database. As a result, this option should only be utilized if the Revolution Web Call Accounting software database has been corrupted and lost all call records. The Unique Id field is only utilized when the Polling Mode option is set to 1 Most Recent Records. Only CDR records on the ShoreTel server whose ID field is greater than the value in the Unique ID field will be retrieved. At the conclusion of each CDR retrieval the Unique Id value will be updated with the largest ID value contained in the Resource Software International Ltd. Page 37

38 retrieved CDR records. For newly created profiles the Unique ID field should either be blank or set to minus 1 (-1). Use the SQL Statement(s) text box to specify the SQL query utilized to retrieve CDR records from the ShoreTel server. The required SQL statements can be automatically generated by setting the Populate with drop down list box to either ShoreTel 7.x or later or ShoreTel (CDR/Workgroups) and then pressing the Set button. If your ShoreTel system is using workgroups we recommend you utilize the ShoreTel (CDR/Workgroups) option otherwise select the ShoreTel 7.x or later option. 10. Press the OK button to save your profile. You have now successfully configured a WinLINK ODBC Profile to retrieve CDR records from a ShoreTel server (version 7.x or later). You must now configure the Revolution Web Call Accounting software to utilize this profile (see Configuring Revolution Web to Process CDR Retrieved via an ODBC Connection). ODBC Connection to ShoreTel Professional Services L&P CDR database Revolution Web software can be configured to retrieve CDR records from a ShoreTel Professional Services L&P CDR database (requires ShoreTel 6.1 or later) utilizing an ODBC connection. Please note a network share on the ShoreTel server folder containing the STPSCodeRecords.mdb file must have been previously created (see Retrieve Professional Services L&P CDR Records via an ODBC Connection). The following details the configuration steps required to support an ODBC connection to a ShoreTel Professional Services L&P CDR database. 1. Start the Revolution Web WinLINK ODBC software module. Press the Windows Start button, and then select the Run command. The following window should be visible on your screen. Type the following bolded text c:\program files\rsi\cms\drivers\wodbc.exe into the Open drop down box and press the OK button. Please note on Windows 64 bit computers the following bolded text c:\program files (x86)\rsi\cms\drivers\wodbc.exe should be entered into the Run box. Resource Software International Ltd. Page 38

39 2. The WinLINK ODBC software main window should now be visible on your screen. Enter a Profile name identifying your ShoreTel telephone system (i.e. ShoreTel or ShoreTelNY). Any name can be used. Please note spaces are not permitted in a profile name (i.e. please use an underscore instead of a space). 3. Press the Add or Modify an ODBC Connection button. The Windows ODBC Data Source Administrator dialog should now be visible on your screen. Resource Software International Ltd. Page 39

40 A Database Source Name (DSN) containing the database details required for an ODBC connection to the ShoreTel telephone system must be created. Either a User DSN or a System DSN can be utilized. We recommend a System DSN be used as this will allow retrieval of CDR data to continue regardless of which user is logged into the computer. 4. Click the System DNS tab and then press the Add button. The Create New Data Source dialog will now be visible. Locate and select the Microsoft Access Driver (*.mdb) driver in the driver list. 5. Press the Finish button to create the new data source. The ODBC Microsoft Access Setup dialog should now be visible on your screen (pictured below). Resource Software International Ltd. Page 40

41 The Data Source and Description fields are utilized to identify and describe the ODBC connection being defined. Set the Data Source field to a name that identifies the ShoreTel server being utilized for this ODBC connection. For example if the customer has a single ShoreTel server then set this field to ShoreTel CDR. However if they have multiple ShoreTel servers and the server we are connecting to is in New York then use ShoreTel CDR NY. The Description field is optional and is used to provide a brief description identifying the connection we are configuring. We recommend you set this value to ShoreTel L&P CDR Database Table. Note: the values entered into these fields are labels and do not impact the ODBC configuration. Press the Select button in the Database options section. The Select Database dialog should now appear on your screen. Use the Select Database dialog to locate the ShoreTel Professional Services L&P CDR file (STPSCodeRecords.mdb). You can locate this file by either pressing the Network button or by entering the name or IP address of the ShoreTel server followed by the Shared Folder name (folder on ShoreTel server containing the STPSCodeRecords.mdb file) and the CDR file name (i.e. \\<ShoreTel Server Name or IP Address>\ LPServerCDR \STPSCodeRecords.mdb). Next, press the OK button to save your settings. After pressing the OK button you should be returned to the ODBC Microsoft Access Setup dialog. Press the OK button to close the ODBC Microsoft Access Setup window and return to the WinLINK ODBC main window. Resource Software International Ltd. Page 41

42 6. Click the WinLINK ODBC DSN drop down list box to select the DSN created in steps 3-5 (i.e. ShoreTel CDR. The WinLINK ODBC main window should now resemble the following. 7. Press the Properties button. The Properties dialog box should now be visible on your screen. Resource Software International Ltd. Page 42

43 The Profile Name field should contain the profile name you specified in step 2. If this box is blank then enter a Profile name identifying your ShoreTel server (i.e. ShoreTel or ShoreTelNY) into the space provided (spaces are not permitted in a profile name - use an underscore instead of a space). 8. If a dial-up connection is required to connect the ShoreTel server then click the Connect tab and activate the Use Dial Up Connection option. Otherwise proceed to step 9. Note: A dial-up connection is not usually required. 9. Click the Retrieval tab. The Retrieval settings window will now be visible on your screen. Set the Destination Path & Filename option to the location where the retrieved CDR records are to be saved. We recommend you set this value to c:\bill\smdr.raw. Alternatively, you can press the Browse button to locate and select the desired location. Use the Overwrite existing file when merging new transfers option to identify if the file identified in the Destination Path & Filename option is to be overwritten each time CDR records are retrieved from the ShoreTel server. This option is typically only utilized during testing. Activating this option may cause records to be lost. As a result, we strongly recommend leaving this box unchecked. Use the Polling Mode option to determine which CDR records are to be retrieved from the ShoreTel server. Set this option to 1 Most Recent Records. This option instructs the WinLINK ODBC software to retrieve only new CDR records from the ShoreTel server. Using the All Records option will instruct the WinLINK ODBC software to Resource Software International Ltd. Page 43

44 retrieve all CDR records from the ShoreTel server. Warning: Using the All Records option could result in duplicate call records being stored in the Revolution Web Call Accounting database. As a result, this option should only be utilized if the Revolution Web Call Accounting software database has been corrupted and lost all call records. The Unique Id field is only utilized when the Polling Mode option is set to 1 Most Recent Records. Only CDR records on the ShoreTel server whose ID field is greater than the value in the Unique ID field will be retrieved. At the conclusion of each CDR retrieval the Unique Id value will be updated with the largest ID value contained in the retrieved CDR records. For newly created profiles the Unique ID field should either be blank or set to minus 1 (-1). Use the SQL Statement(s) text box to specify the SQL query utilized to retrieve CDR records from the ShoreTel server. The required SQL statements can be automatically generated by setting the Populate with drop down list box to ShoreTel Professional Services L&P CDR and then pressing the Set button. The recommended SQL statement(s) value is as follows: Select CodeRecordID, Extension, PartyNumber, PartyName, Inbound, External, ConnectTime, DisconnectTime as IDN, DurationSeconds, AccountNumber, AccountName, SubAccountNumber, SubAccountName from CallCodeRecords where CodeRecordID > {idn} order by DisconnectTime 10. Press the OK button to save your profile. You have now successfully configured a WinLINK ODBC Profile to retrieve Professional Services L&P CDR records from a ShoreTel server (version 6.1 or later). You must now configure the Revolution Web Call Accounting software to utilize this profile (see Configuring Revolution Web to Process CDR Retrieved via an ODBC Connection). Resource Software International Ltd. Page 44

45 Configuring Revolution Web to Process CDR Data Retrieved via an ODBC Connection The WinLINK ODBC CDR collection tool can be utilized to retrieve CDR records from the ShoreTel MySQL CDR database (version 7.x or later), ShoreTel MS Access CDR database (version 6.x or earlier) or ShoreTel Professional Services L&P CDR database (version 6.1 or later). The Revolution Web Call Accounting software processes the CDR records retrieved from a ShoreTel telephone system by the WinLINK ODBC Data Collection software. Users can then generate reports on any processed data. Please note the WinLINK ODBC Data collection software must be configured before the Revolution Web Call Accounting software can be configured. Use the following steps to configure the Revolution Web Call Accounting Software to process ShoreTel call detail records. 1. Launch and login to the Revolution Web software (C:\Bill\Bill.exe) with the administrator account. 2. Click on the Configuration tool bar menu (left hand side of screen) and then click the PBX Communication icon. The communications settings Common tab should now be visible. Resource Software International Ltd. Page 45

46 1. Next, click the Port tab and configure your communications settings as shown below Use the Port tab options to specify the information required to connect the Revolution Web software to the ShoreTel server. Set the Port option to File and then configure the File Parameters settings as described below (shown above). Set the Before import box to Execute command line & wait its completed (or Execute, wait for completion & proceed ). Set the Command line box to the file path and name of the WinLINK ODBC program (c:\program files\rsi\cms\drivers\wodbc.exe) followed by the profile name identifying the ShoreTel server whose CDR records WinLINK is to retrieve. For example set this value to the following: C:\program files\rsi\cms\drivers\wodbc.exe ShoreTel Set the File mask box to the file path and name where the WinLINK ODBC program is storing the CDR records it retrieves from the ShoreTel server (i.e. c:\bill\smdr.raw). Please note this value must match the value configured in the Destination Path & Filename option of the WinLINK ODBC profile used to connect to the ShoreTel. Set the Type box to Scheduled and use the Every box options to specify the how often CDR records are to be retrieved from the ShoreTel server (i.e. every hour). Use the After Import option to specify what happens to the retrieved raw CDR data after it has been processed by the Revolution Web software. The recommended setting for this option is Delete File. Resource Software International Ltd. Page 46

47 Warning: Setting the After Import option to No Action can result in duplicate call records being stored in the database. 2. Next, click the Driver tab and configure the settings as shown below. Set the PBX Driver drop down box to the appropriate driver name (i.e. ShoreTel 7). Please note the Driver utilized will vary depending on the type of CDR data being collected from the ShoreTel Server (i.e. ShoreTel 6 or earlier MS Access CDR, ShoreTel 7 or later MySQL CDR, or ShoreTel Professional Services L&P CDR version 6.1 or later). Please consult the following table to select the correct ShoreTel driver. ShoreTel CDR Format MS-Access ShoreTel v 6.x or earlier MySQL ShoreTel v 7.x or later Professional Services L&P ShoreTel 6.1 or later Revolution Web Driver Name ShoreTel 6.js ShoreTel.js ShoreTel LP.js Resource Software International Ltd. Page 47

48 Finally, click the Properties tab and configure the additional driver settings as shown below. Please note the additional properties may vary depending on the ShoreTel driver utilized. The ShoreTel driver utilized above has no additional configurable properties. 3. Press the Save button to save your configuration settings. You have now successfully configured the Revolution Web software to process CDR data from retrieved from a ShoreTel server utilizing an ODBC connection. Resource Software International Ltd. Page 48

49 Configuring Revolution Web to Collect and Process CDR via a Serial Connection The Revolution Web Call Accounting software can capture and processes CDR records retrieved from a ShoreTel telephone system via a serial (RS-232) connection. Users can then generate reports on any processed data. Use the following steps to configure the Revolution Web Call Accounting Software to capture and process ShoreTel call detail records via a serial connection. 1. Launch and login to the Revolution Web software (C:\Bill\Bill.exe) utilizing the administrator account. 2. Click on the Configuration tool bar menu (left hand side of screen) and then click the PBX Communication icon. The communications settings Common tab should now be visible. Set the PBX ID to <New> and type a PBX Name and Description of your telephone system into the spaces provided. Resource Software International Ltd. Page 49

50 3. Next, click the Port tab and configure your communications settings as shown below. Use the Port tab options to specify the information required to connect the Revolution Web software to the ShoreTel server. Set the Port option to serial (RS-232) port number on the Revolution Web computer that is connected to the ShoreTel telephone system. Please note the Comm Parameters and Flow control options must match the Windows default communication settings of ShoreTel telephone system serial port delivering the CDR data. You can view the ShoreTel Server computer s serial port s default communications settings by accessing its Windows Device Manager and examining its Properties (pictured below). Resource Software International Ltd. Page 50

51 Warning: CDR data may be lost or corrupted if the ShoreTel Server CDR serial port settings do not match those configured in the Revolution Web software. 4. Next, click the Driver tab and configure the settings as shown below. Resource Software International Ltd. Page 51

52 Set the PBX Driver drop down box to the appropriate driver name (i.e. ShoreTel 7). Please note delivery of CDR data from a ShoreTel server is only available with version 7.x or later. Additionally, the required driver may vary depending on the version of the ShoreTel server and its configuration. If the selected driver does not work contact RSI Support Services for assistance. Finally, click the Properties tab and configure additional driver settings as shown below. Please note the additional properties may vary depending on the ShoreTel driver utilized. The ShoreTel driver utilized above has no additional configurable properties. 5. Press the Save button to save your configuration settings. You have now successfully configured the Revolution Web software to capture and process CDR data from a ShoreTel server utilizing a serial connection. Resource Software International Ltd. Page 52

53 Verifying your Revolution Web Interoperability with a ShoreTel Telephone System Each time a telephone call is completed a CDR record will be generated and stored in the ShoreTel server CDR database. Additionally, depending on your ShoreTel server s configuration the CDR record may also be sent out the server s serial port. The Revolution Web software will periodically launch the WinLINK ODBC data collection module (depending on its configuration) and retrieve the new call records. Alternatively you can press the Save button on the Revolution Web PBX Communications screen to manually perform a CDR retrieval. If your ShoreTel and Revolution Web software is configured to capture CDR via a serial connection then the call record data will be captured and processed by the Revolution Web software in real-time. The following section provides a detailed verification test that can be utilized to confirm interoperability of the Revolution Web software with the ShoreTel telephone system. Please note the verification test detailed below is applicable regardless of which CDR data collection method is being utilized to retrieve call records from the ShoreTel server (i.e. ODBC or Serial). Use the following steps to perform this test. 1. Make a few test calls (i.e. outbound or inbound calls). A new CDR record should be generated by the ShoreTel server after each call is terminated. Wait for the calls to be terminated. 2. Wait for the Revolution Web software to retrieve the CDR data from the ShoreTel server. Alternatively you can press the Save button on the Revolution Web PBX Communications screen to manually perform a CDR retrieval. Once this process completes select the Live option from the Revolution Web Views menu. Next click the Raw sub menu item. The following window should now be visible within your browser. The above example depicts sample CDR data retrieved from the ShoreTel server by the Revolution Web software. Please note the format of the retrieved CDR data will vary depending on the CDR data type being retrieved (MS-Access, MySQL or L&P) Resource Software International Ltd. Page 53

54 A successful test result occurs if new ShoreTel CDR records are added to the Revolution Web database each time its data collection process is performed. If the above test fails please refer to the Third Party Troubleshooting section of this document. Common Issues/Mistakes Encountered Incorrect ODBC driver is installed or utilized in configuration. Network Share to CDR database folder was not created on the ShoreTel Server. Incorrect Revolution Web CDR driver is used. Revolution Web computer is not connected to the network. ShoreTel Server is not visible via the network to the Revolution Web computer ShoreTel Server s Serial CDR feature is not activated / serial communications settings are incorrect Serial connection between the Revolution Web computer and the ShoreTel server exceeds 100 feet. Serial cable between the ShoreTel Server and the Revolution Web computer is incorrectly wired. ShoreTel Server and/or Revolution Web computer does not have a serial port Resource Software International Ltd. Page 54

55 RSI Troubleshooting The following section provides basic troubleshooting procedures to resolve common configuration issues that prevent the successful installation and configuration of the Revolution Web software. CDR data is not being captured by the Revolution Web software If an ODBC connection is being utilized to collect CDR data verify the ODBC configuration defined using the Windows ODBC Data Source Administrator tool is correct. Locate and examine the properties of the User or System DSN you created to connect the ShoreTel CDR database. Verify you are utilizing the correct ODBC driver for the version of the ShoreTel telephone system you are operating. For example, if you are connecting to a ShoreTel MySQL CDR database (ShoreTel version 7.x or greater) then you must utilize a MySQL ODBC driver. Additionally you should also confirm the IP address or computer name specified in the ODBC configuration screen correctly identifies the ShoreTel server. Alternatively, if you are connecting to a ShoreTel MS Access database (cdr.mdb or Professional Services L&P CDR database) then you must utilize an MS Access ODBC driver. Additionally, you must have previously created a network share to the folder on the ShoreTel server where the CDR database is located. If a serial connection is being utilized to capture CDR data verify the serial port configuration settings and hardware configuration on both the ShoreTel Server and Revolution Web computer are correct. Next, confirm both the ShoreTel Server and Revolution Web computers are equipped with serial ports. Newer computers are not typically equipped with this type of hardware. If the hardware is missing you will either need to add a serial card to the computer or install a USB to serial port converter. If the problem still persists after the hardware has been confirmed verify the ShoreTel server has been configured to deliver CDR data via a serial port. Next, verify the windows serial port settings on the ShoreTel server match those configured on the Revolution Web software. If these settings are different the CDR data captured by the Revolution Web software may be either corrupted or lost. If the issue continues, examine the serial cable being used to connect the ShoreTel server to the Revolution Web computer. A null modem cable is required to connect two computers via a serial connection. If a null modem cable is not utilized the CDR data will not be captured by the Revolution Web software. Please note if the issue remains unresolved please contact RSI Support Services. Be prepared to provide the support technician with the version of your ShoreTel server, the CDR collection method being utilized (ODBC or serial) and screen shots of your ShoreTel Server and Revolution Web configuration screens. Additionally, the support team may ask you to make a few test calls and then them a copy of your c:\bill\smdrlog.txt and c:\bill\billlog.txt files. CDR data is retrieved by the Revolution Web software but is not added to its calls database or is interpreted incorrectly. The Revolution Web software utilizes a data driver or parse file to interpret and process the CDR data retrieved from the ShoreTel telephone system. The driver utilized must match the CDR format being captured. If an incorrect driver is utilized the CDR data can be considered invalid and will be ignored. Alternatively, the CDR data may be interpreted incorrectly (i.e. the processed data will have incorrect information invalid date, time, digits dialed, etc). Resolve this problem by confirming the correct Revolution Web driver file is being utilized. For example, if you are retrieving CDR data from a ShoreTel Server version 7 or later you must utilize the ShoreTel 7.js driver. Alternatively, if you are retrieving CDR data from a ShoreTel server version 6 or earlier you must utilized the ShoreTel 6.js driver. Resource Software International Ltd. Page 55

56 Please note if you are unable to resolve the issue please contact RSI Support Services (see Third Party Technical Support). Be prepared to provide them with the version of your ShoreTel server, the CDR collection method being utilized (ODBC or serial). Additionally, the support team may ask you to make a few test calls and then them a copy of your c:\bill\smdrlog.txt and c:\bill\billlog.txt files. For additional troubleshooting assistance or product issues please contact RSI Support Services. Resource Software International Ltd. Page 56

57 RSI Support Services RSI Support Services provides our customers with access to a wide range of facilities, services and responsive technical support personnel. We recognize that each customer is unique and requires special attention. Our international dealer network is backed by our team of technical support professionals. Annual support programs provide customers direct access to the RSI Support Services Help Desk, services, Remote Diagnostic Services (where available) and Upgrades. If you have a question about your RSI product, first look in the printed documentation or consult its on-line help. If you cannot find the answer use one of the RSI Support Services options. Direct Support Facsimile Support Services (905) Technical Support Services (905) When a customer calls our help desk they should be prepared to provide the following information: Product Version Number Type of hardware they are using, including network hardware, if applicable The operating system they are using and version number ShoreTel telephone system version number and operating system CDR collection method being utilized The exact wording of any errors or messages on their screen What tasks they were running or what they were doing when the error occurred What other applications were running at the same time How they tried to solve the problem Electronic Support Electronic Support Services are available 24 hours a day, 7 days a week, including holidays. Customers may send and receive mail messages to/from RSI Support Services representatives at: [email protected] Website: After hours Support After hours support for critical services environments is available via our emergency pager service. Emergency calls are typically returned within a 1-2 hour period. After hours support is available 7 days a week, 24 hours a day, 365 days a year. Extended Annual Support A comprehensive Extended Annual Maintenance program is available and strongly recommended. Extended Annual Maintenance entitles customers to: Free software upgrades Telephone support from the RSI Support Services Help Desk Remote support via RSI approved remote connectivity tools Special promotional discounts and new product announcements Resource Software International Ltd. Page 57

58 Escalation Procedures The following defines the escalation guidelines for Resource Software International (RSI) Ltd. Please be prepared to forward the c:\bill\smdrlog.txt and c:\bill\billlog.txt log files to the support group. Use the following process to inform us of problems or issues. 1. General inquiries, product installation, scheduled training and software registration. Field technician and/or customer may call our customer support center between the hours of 8:30 am EST to 5 pm EST at Malfunction, general issues, unscheduled training, product use, bugs Field technician and/or customer may call our customer support center between the hours of 8:30 am EST to 5 pm EST at A Support Services representative will identify the issue, assign a ticket number, and attempt to provide an immediate resolution. This process is usually immediate. If there is no immediate resolution, the RSI Support Services representative will provide the field technician/customer with the process ticket number and an estimated time for resolution. Usually resolution to general issues are immediate, however, in the unlikely event of a critical error, the trouble ticked is elevated to the Support Services Manager. The RSI Support Services representative will contact the field technician/customer with an estimated resolution timeline and a progress report. Alternatively, the RSI Support Services Manager will examine the problem and attempt to provide a resolution. In the event of a critical error, the Support Services Manager will elevate the problem to the Operations Manager or VP Operations where the issue may be resolved or channelled to the RSI Development Team. 3. After hours support Field technician and/or customer may call our after-hours support services in the event a critical error is causing data loss, system lockups or malfunction. This support is available for the first 90 days from the day of installation. After hours support is available via pager. General response times vary to a maximum of 2 hours. Only customers which subscribe to our After Hours Extended Annual Maintenance Program can utilize after hours support during the life of their agreement. Typically this is offered to 24 hour customers (i.e. Hospitality and Emergency Services). Escalation Contact Information Website [email protected] Support Services After Hours Support Tech x 611 Support Services Manager x 244 Operations Manager x 224 General Manager x 246 Vice President, Operations Steve Cummings x 223 Resource Software International Ltd. Page 58

59 Document and Software Copyrights Copyright 2013 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel Communications, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors. Trademarks The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. ShorePhone is a trademark of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Disclaimer 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. Company Information ShoreTel, Inc. 960 Stewart Drive Sunnyvale, California USA fax Resource Software International Ltd. Page 59

60 RSI Spectrum of Services Resource Software International (RSI) and its founders have been developing telecommunications management products since RSI has been at the forefront of the design, development and distribution of the most dynamic voice & data management systems worldwide. In fact, our products are respected and utilized by most major providers of telecommunications equipment and services. Our unique approach to call management, contact center reporting, real time dashboards, computer telephony integration, CRM integration, telephone invoice management, carrier comparisons, facilities management, toll fraud, attendant directory and traffic analysis are the key components of our suite of Total Unified Communications Management Solutions (TUCMS). We believe communication is the essential key in a world that demands instantaneous results. Our spectrum of services highlights our commitment to the management of communication tools: Call Accounting The most sophisticated, dynamic and user-friendly universal costing engine of any call management system. The system utilizes complete measured distance formulae, virtual, usage sensitive, surcharges, taxation, built-in multi-carrier/service comparisons, least cost/best route analysis for complete evaluation of network efficiency. The basic universal costing engine is completely table driven for all types of telephone calls including: international, inter-carrier, Caribbean, rate step, virtual private network, meter pulse and variant city co-ordinates. RSI offers modules designed for the specific need of Hospitality and Professional Charge-back environments. Contact Center Reporting RSI offers easy to use, inexpensive applications to capture and report on both historical and real-time call center statistics generated by your telephone system. Historical Reporting is available as an add-on module to our Call Accounting solutions. Real-Time agent and queue statistics can be viewed via our browser based Shadow RTD Dashboard. Traffic Analysis The traffic analysis module employs complete Poisson and Erlang formulae for determining grade of service and trunk requirements Facilities Management A fully featured management tool for cost allocation of equipment inventory, work orders, trouble/repair tickets and cable configuration. The system fully integrates with all other RSI applications to provide you with complete consolidation of voice & data management bottom line expenses. The system is designed to unlimited user-definable corporate levels. In addition our Switch Administration solution provides customers with an easy to use GUI for performing telephone equipment moves, adds and changes (MACs). RSI Cloud Solutions Resource Software International Ltd. (RSI) offers a fully secure Software as a Service (SaaS) alternative to expending internal resources and investing in hardware and software. From our secured site, RSI offers complete cloud based services for remote polling, authorization code billing, charge-back, network planning, traffic analysis, carrier/service comparisons, cradle-tograve reporting, mobile tracking, , voice mail, call center, auto attendant and more. Resource Software International Ltd. Page 60

61 On-Site Notification / Alarm Management The component acts as a watchdog of your network activity. Special user-definable queries may be employed to track active/inactive trunks, sequential dialing patterns, misuse/abuse, excessive duration s, PBX error codes, hardware failure and unauthorized calling. Various levels of condition codes may be routed to various alert destinations: consoles, printers, audible alarms, remote offices, etc.. Invoice Management Our software employs built in techniques for importing/exporting of telephone invoices for carrier/service comparisons and cost consolidation. Special translation algorithms are available for invoices from any long distance supplier. These invoices may be re-priced, reallocated, adjusted for bill-back, export to accounting systems or evaluated for feasibility. This module may be fully integrated with our Call Accounting software. CTI Applications / CRM Integration Computer Telephony Integration is here now. RSI has formed partnerships and affiliations with telephone equipment manufacturers, network development organizations and other dynamic software companies to provide its customers with leading edge CTI solutions. Our CTI applications include Caller ID Screen Pops, client/server applications, introduction of forced and verified account codes, text messaging and alarm notifications. The list of our CTI applications continues to grow each year. For more information about these services or for any other inquiries please contact us via our RSI Sales and Support Services at or [email protected]. Resource Software International Ltd. Page 61