Category: Voip Service & Solutions

ShoreTel Version 12 – Configuring Users Part 1

Posted on by DrVoIP

Adding Users in ShoreTel is among the most common tasks a system administrator will be expected to perform.  We suspect once the ShoreTel solution is fully deployed, you will generally not have to tweak Trunks, Switches and Application Servers, but you will always be handling requests from USERS to make changes.  These changes will run from adding New Users to changing the feature access of existing Users.    Most User options can actually be changed by the Users themselves but often they will call System Administration or the “help desk” and expect your  assistance.   ShoreTel Users have wide range of very rich features that they can configure to meet operating business goals.  The list of features ranges form “twinning” to “find me follow me”, call handling modes, and  “personal operators”.   There is also a range of options for customizing ring tones, wall paper, Communicator Tool Bars, and phone buttons.  Adding users is easy!  Understanding feature configuration options and how they interact with the ShoreTel system requires a bit more study.

Generally, ShoreTel phone extensions to not exist without an associated User.   This is a cultural issue as much as an architectural issue.   In  a CISCO deployment, for example, it is very possible to setup auto-registration and allow a range of new phone to plug into the network, register with the Call Manager, obtain an extension number and  be come a fully functional phone.   In the ShoreTel architecture a phone can register with the ShoreTel sever but it does not receive an extension number until a User account has been associated with the device.   These are modest but interesting differences in iPBX architectures.

We also have the concept of Class of Service and User Groups when we consider user configurations.   All systems generally have this concept. Again, in a CISCO deployment you would work with Partitions and Calling Search Spaces and they are virtually the same as User Groups and Class of Service permission containers.    ShoreTel has a very flexible User Group and Class of Service container strategy that is easy to configure, manage and assign.  Generally, we want to create individual User accounts, but we often want to make changes to a Groups of Users.  For this reason there is  a handy Batch utility for making it easy to make mass changes to your system configuration.

Working with User configurations is an essential part of ShoreTel System Administration.  The attached video clip outlines the process of making User Configuration Changes in ShoreTel using Version 12 of ShoreTel ShoreWareDirector!

Use your iPad as a SIP extension on your ShoreTel iPBX?

Posted on by DrVoIP

We have been experimenting with mobility options for some time now, setting up SIP phones on mobile devices like the iPhone.    ShoreTel has a range of mobility options, most of which we have discussed here in previous blogs, so setting up a softphone is nothing  new for ShoreTel.    Recently, I discovered a new SIP softphone by CouterPath Corporation the company that brought you X-Lite, one of the most popular free phones on the net.    The new offering is named Bria and is ideally suited for your iPad.   Bria is a more of a “carrier grade” softphone enabling both voice and video calls over IP, the ability to send IM messages and transfer files to your contacts.  I particularly like the option of downloading additional Codecs like G729 which is really useful for a ShoreTel remote phone.   Bria  also has Enterprise features like LDAP/Active Directory integration and some Workgroup capabilities like a Busy Lamp Field.  Most importantly it seamlessly integrates with your iPad VPN which brings me back to ShoreTel.

We have configured a bunch of different SIP phones to work with ShoreTel.    Candidly, they all work really well internally, on the Enterprise WiFi.   Setting SIP up on ShoreTel is a relatively straight forward process.   Pick an ShoreGear switch in the site you are planning to register with and set up a port for SIP.  You do this through the drop down menu on the SG switch through ShorewareDirector.   Set the port for 100 SP Proxies.  Note the IP address of the switch.  Now you have to set up your USER and note the SIP password for that User.    When you setup your softphone you will need this information so keep it handy!  (In the library there is a Video Cheat Sheet that shows you how to set up SIP in ShoreTel). The Bria setup is also very straight forward.  Remember that when it asks for Account Name it wants the Extension number of the USER you created in ShoreTel.  Put the IP address of the ShoreGear switch that provides proxy services as the Domain and enter the SIP password you created for the USER.   The Display Name can be whatever you want.

The Bria phone should register if you have WiFi and you should be set to use your iPad as your ShoreTel extension.    This is great for wandering around your own facility.  If you have the ShoreTel ”WebAgentDashboard”  you can wander around  your Call Center with  a Supervisor Real Time display and have a ShoreTel extension with you the entire time.   Kool stuff,   but what about when you are at Starbucks or some other location?   How will your Bria connect with ShoreTel?   We have successfully created a L2TP VPN back to the ShoreTel Server from both the iPhone and the iPad.   Apple cleverly built a VPN client into all devices.   Once the VPN is operational, you can bring up your Bria softphone and extend your ShoreTel extension to any location that has WiFi access.  Optionally, you can bring the Bria connection up over your G3 data network.  You can extend that Supervisor Real Time Display as well!   The Bria comes up and completes a SIP registration with the ShoreTel and the performance is remarkable.

At first I had some reservations about using the Bria on an VPN over G3.   Establishing the VPN tunnel, then running a Ping back to the Server, indicated Latency in the 425 ms range!   Not exactly within the recommended target of 150ms mouth to ear.  None the less, it worked and was very usable.  We are fooling around with using the Bria as an IM agent on the ShoreTel Collaboration server (see previous blog) and I guess we will figure out how to make use of the Bria video and presence.

At the end of the day,  you have a range of Mobility options on the ShoreTel and you should figure out which option is the most effective for your mode of operation.   It is very possible to take your office extension with you, in fact we think the Desktop is dead!  Your cell phone is your desktop!
Setting up the Bria on an iPad

ShoreTel Mobility Router System Admin Video Cheat Sheet!

Posted on by DrVoIP

The blog on the ShoreTel Mobility Router as one of the options offered by ShoreTel for remote worker connectivity, generated a lot of email requests. I have an opportunity to install, configure and test the solution including the Roam Anywhere Client on an iPhone. It is really a great product and should be well received in the market for campus wireless as well as for the growing Mobile workforce. The attached video provides a quick overview of the SMR System Administration Interface and is not meant to be a tutorial on the subject, just a quick tour of the basic admin portal.

System configuration is relatively straight forward, but very specific. Without getting into the infrastructure requirements, there are steps in the configuration that must be accomplished to bring up a useable platform. The SMR will connect to your PBX using both SIP Extensions and SIP trunks. Licenses, Authentication SSL Certifications, Time Servers, DID numbers and Network Interfaces are all necessary components to a successful deployment. The ShoreTel Roam Anywhere Client or RAC, can be downloaded from the Mobility Router itself for Crackberry and Nokia, or from the Apple AP store if you are installing on an iphone.

We were able to use a ShoreTel SIP extension and drag it half way round the world to China! It worked flawlessly. The RAC comes up, attempts to register with the local server IP through a WiFi connection and failing that, negotiates a SIP registration through the public IP as an SSL connection. Once provisioning has completed, you have a fully functional Extension on your state side ShoreTel PBX as a SIP extension. You can place extension to extension calls and dial 9 calls as if you were standing in your home office. A call to your primary extension is typically set to ring both your desk phone and your SIP extension out over the Campus WIFi or over the internet to the WiFi WAP nearest you. Answering on your iPhone SIP extension and nobody would know you were working remotely. Think of the cost savings!

The ROC will attempt a WiFI connection first, then try over your Cellular Data plan and then finally a Cell Call. The router tracks all of that and reconfiguration happens automatically. You might want to set your ROC to use WIFi only. If you do not have a local access number where you are traveling, the Cell Call will be back to the SMR DID stateside, entering the router as a SIP trunk. Setting the Network options to WiFi Only assure that all your calls are made through the Secure Voice facility, basically an SSL connection over WiFi to a public IP address that port forwards to your mobility router. The router requires care and feeding and constant monitoring, but the platform has a wide range of maintenance and troubleshooting tools. The documentation is excellent, but your deployment team will need expertise in SIP, telephony, computer networking and have a strong background in controller based wireless technology.

Though now owned by ShoreTel the router will work with CISCO, Avaya and basically any PBX that supports SIP trunks and extensions. When we find a moment, we will compare the RAC and SMR functionality with a BRIA SIP soft phone, both on an iPhone.

What is new in ShoreTel Contact Center Version 7?

Posted on by DrVoIP

ShoreTel Recently announced the availability of Version 7 of the Enterprise Contact Center.  It is not secret that I am a big fan of this product, so I was anxious to see what the new version had to offer.    The product has a number of new features and capabilities that are both feature specific and impact the infrastructure of the product.    Anyone who has worked with the ShoreTel iPBX for any period of time will become instantly comfortable with the new ECC system administration interface.  It is now a browser based portal, very similar to the interface used for the iPBX administration.  In fact I would be willing to bet that the new ECC portal will become the standard for the ShoreTel product line and the iPBX  Shoreware Director will take on some of the characteristics of the new ECC 7  administration portal.

Another area in which the ECC has adopted the exiting iPBX  paradigm is in the area of licensing.   Early versions of the ECC required the installation of a hardware dongle on the server and each desktop that ran the Supervisor software.   Dongles are a pain for everyone and beginning with Version 6, ShoreTel began to migrate away from this requirement by eliminating the dongle requirement for Supervisors.  Previous versions of ECC required the installation of the USB Hasp on the server before installing the ECC application.  No dongle, not ECC!   With ECC 7, not only are the dongles not needed, you get the familiar 45 day grace period to run the ECC application and try all the features before you have to provide the license keys.   The server key locks to the MAC of the server, in a fashion similar to the iPBX key.   The ECC application also reads the BIOS serial number of the server for added software protection.

Other infrastructure changes include the support for Windows 2008 R2 64 Bit Servers.   The ECC will support Citrix and WTS clusters and most importantly, roaming profiles are now supported.     The system will now allow for 100 concurrent Supervisors and 1000 concurrent Agents, though you may define 2000 agents in the database configuration.   The application support 400 DNIS reports and historical data can now be kept for 24 months allowing for year over year trend analysis.

An exciting new feature is the addition of Personal Queues.   I am sure we have all had the experience of working with an “agent” on a particular customer service issue, maybe given a “home work “ assignment only to call back and have to start over with a new agent.   The concept of a “Personal Queue” makes it possible for inbound callers to reach specific agents, if you desire that option.  In this way, after completing the “home work” assignment, you can call back in and queue for the agent that originally handled your call in the first place.    Agents can move high priority calls to their personal queue with a simple mouse click.   Historically, if you wanted this option you had to configure a group and service for each agent that required a personal queue.  With Version 7, this process has been streamlined with the creation go a new entity that defines how the caller should be handled while in the personal queue.  A very powerful option and very useful in direct selling environments.

The familiar graphical scripting tools has not changed and scripts are generated using the established procedure.  The Diagnostic console has been upgraded and is more usable for trouble shooting at the System Administrator level.    I am particularly excited about the creation of a Lab SKU, something I would like to see ShoreTel do with the entire product line.  The Lab SKU makes it possible for you to purchase and run a small scale Contact Center along side your production environment.  In this way you can create new scripts,  strategies, call flows and of course, test new upgrades before putting them into your production environment!

ShoreTel Collaboration Server a new Version 12 Appliance!

Posted on by DrVoIP

Version 12 of ShoreTel is all about Web Collaboration and enhanced Unified Communications functionality! For Example, ShoreTel has had an IM capability since Version 8, but historically you required a Microsoft OCS server to enjoy this feature. Not that Microsoft OCS is a bad solution, but it is really over kill for a functionality as simple as Internet Messaging! The ShoreTel Professional Communicator enabled the IM function as an integrated, single desktop client and many users wanted that functionality without having to grow the expense of a Microsoft OCS server. Enter the concept of a new ShoreTel Collaboration Server with all the bells and whistles disguised as an “appliance”! The New ShoreTel Collaboration Server, available with Version 12, provides a rich set of features that include Audio Conferencing, Internet Messaging, Desktop Sharing, Web Collaboration and Microsoft Outlook integration.

Not only is the functionality of this product astonishing and easy for users to manage, but the ease with which it installs is near magical. As an “appliance” the ShoreTel conference server installs as simply as installing any ShoreGear Switch!  Open Version 12 of Shoreware Director, it looks very familiar and is just as you would expect it to be from your earlier version experiences. You have to look very carefully to see the subtle but very powerful change that has been made. Prior to Version 12, you would find an administration navigation link to Switches and you would use this link to configure and deploy ShoreGear switches. This familiar link is gone and you will now find a new link entitled “Platform Hardware”.  Selecting this link enables you to “add a new switch” and the usual list of ShoreGear switches appears in the drop down menu!  Look a bit closer at the drop down list and you will see a new device or appliance: the ShoreTel Collaboration Server! The server installs, is managed, configured and upgraded like any Shoregear Switch.

Ever wonder how business was conducted before email and cell phones? Desktop sharing, IM and web collaboration are rapidly becoming the minimum daily adult requirement for Unified Communications and is now a “must have”  for business development in the Internet age.   There is a steady stream of dollars migrating out of the Transportation segment and into Communication segment of  your P&L  as businesses look to cut cost, increase productivity and shorten sales cycles.  Having these tools is no longer an option!  I suspect that the best and the brightest young talent coming into the work force will not only expect these tools, but will evaluate the potential for a company’s success based on the availability of these capabilities. The ShoreTel Collaboration server It is a fully featured solution for anyone that is looking for a cost effective alternative to GoToMeeting and other WebEx like products. Check it out the DrVoIP “tech tip” video clip for a sneak peak at all of this!

Fixed Wireless Convergence and Mobility Options for VoIP

Posted on by DrVoIP

ShoreTel Mobility Options

We have been steadily moving through a range of mobility options on our way to achieving true fixed mobile convergence.  We want to take our Office Extension away on our Cell phones and have the same functionality away from the office as we do in the office!  Originally, people forwarded their office extensions to their Cell phones.   Not the best solution, but clearly the easiest to set up.  The problem however, is that the caller to your office extension might end up anywhere including your cell phone voice mail.  So much for a maintaining a business presence!

ShoreTel addressed that issue, but adding a couple of useful features. For example, you can use External Assignment.  Someone calls your desk phone and you can have it re-assigned to your home phone or cell phone.  The benefit over call forwarding alone, is that the call profiles you set up for each of your call handling modes are followed as if the caller were going to your desk phone.

Find Me Follow Me with the auto option was also very useful for that reason.  When your desk phone was called, it could be routed to your cell phone.  You had to explicitly accept the call or the system would take the call back and put it in your personal Voice Mail box.  This is clearly superior to just forwarding the call off to your cell phone, risking the possibility of having the caller end up in a personal cell phone voice mailbox.

Twining (see other blog video) is also a favorite strategy for extending your office phone to your cell.   Why not ring both devices when your desk phone is called?   In this way you could answer on either device and you could also seamlessly move the call between the devices.  For example if I am on my desk phone and need to jump into my car and race off to the next appointment, but do not want to terminate my current call, I can simply hit the move button and the call now appears on my cell.  Likewise, if I took the call on my cell phone, I can now *23 and send it to my desk phone enabling me to move seamlessly from my car to my desk.

The Mobile Call Manager is another exciting option for extending your desk phone to your cell.  Using the ShoreTel Mobile Call Manager, we get a GUI on our phone that allows us to setup our call handling,  review voice messages and otherwise experience most of what we see in the desktop Communicator.  I can externally assign my desk phone to my Mobile Call Manager and setup phone calls that originate at the office.

All of these are useful tools, but none come close to true fixed mobile convergence.  I want my cell phone to be smart enough to enable me to take and make office phone calls regardless of where I am on the planet.   I also want the phone to work on any available WiFi connection and to seamlessly move between G3 and WiFi without dumping the call in progress.   You walk into Starbucks and your cell phone is smart enough to jump on the WiFi and establish a secure connection back to the office and register with the office mobility server.  Any call coming into your office desk phone will now ring your cell phone as a SIP extension!

With a true mobility router, a call to my desk phone will ring both my office extension and my mobile extension.  I can answer the call on either extension and have full feature access.  While out on the WiFi I can still access my office directory, history, voice mail and manipulate active calls to allow conference and transfer functionality.  If my WiFi drops my G3 connection can pick up and continue as my office SIP extension.

Calls to my Cell phone are personal business and calls to my office desk are for business. I want each of these callers to receive appropriate call handling.  If I make a call to a personal contact, I want my CID to be different then my CID to a business contact.  The phone should be smart enough to route business calls to the company VM and personal calls to my personal VM.   All of this is possible with a true Mobility router.  All that is required is a PBX that supports both SIP trunks and SIP extensions.   Most if not all of the IP based PBX solutions in the market support this capability and the ShoreTel Mobility Router and ShoreTel Roam Anywhere Client make true fixed mobile convergence a reality!

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ShoreTel System Administration Version 12

Posted on by DrVoIP

We have not had an update to our System Administration video series since Version 8.    System Administration had not significantly changed over the various new releases, so we did not feel the need to do an update.  Our Version 8 stuff is still relevant and useful no matter what Version of ShoreTel you are on.   We actually installed our first ShoreTel system on Version 3 Build 3.1.11100  back in the day when Shoreline only had Analog phones!  You might be interested to know that first system is still installed and we have continued to upgrade it over the last nine years!   We had to make a hardware change for the first time recently, but come on!  9 years on the same system!  That is amazing.   Talk about ROI!  We have watched with old blue Shoreline become the new Orange ShoreTel while steadily improving the functionality, scale, and architecture over the years!   Somewhere around Version 4, we grew IP phones,  but System Administration was relatively the same.   When we moved from the old Microsoft Access Database in Version 7 to the MySQL database in Version 8, System administration was still basically the same, but we finally cranked out a tutorial revision.     Now, as the solution matures development that was taking shape in Version 10 and 11,  we figure it is about time to do a new System Administration Series, so we are starting to crank out Version 12!

A note to DrVoIP fans and critics: occasionally I log in here and see comments that you have left.  Unfortunately, I turned auto comments off because it just became another place for Viagra advertisements and other Spam.   I do enjoy the interaction with those of you who find the blog useful, however, so please keep the comments coming.  Just Don’t try to post them here as the spam filter now kills all blog comments.   Please just send them on to Peter@DrVoIP.com!  Thank you all for your support and encouragement!

ShorTel Tech Tip – Bulk Sound File Converter for WAV to ShoreTel format or CISCO format!

Posted on by DrVoIP

We have previously posted a blog on the creation of ShoreTel WAV files using the Call Manager the desired result.  This is clearly a readily available tool and can reliably be used for small Automated Attendant greetings and to meet other WAV file requirements.  Generally in our standard deployments, we use an outside professional voice production studio to give our clients that extra level of attention that defines a quality Automated Attendant Greeting.  It seems however, that no matter how many times we specify the WAV file format we expect returned, there is an issue.   This requires us to reformat each WAV file and that all takes time.   Given that the clients usually wait until the absolute last minute to provide the script for their Automated Attendants, this extra step takes time the project really cant spare!

We have also noted that, even when we are assured that we have a WAV file formatted with the correct parameters, we have audio playback issues.    Our outside studio uses Mac based applications and they swear they output to the correct format, but we still have playback issues!  In an ECC deployment you might have 100 different recordings that define your call flow, agent busy messages and Interactive Voice Response applications.   What is the best practice in converting these files to the proper ShoreTel WAV format?   Regardless of how the WAV was produced or how certain we are that it is in the correct format, we reformat the files anyway.   Loading a WAV file, only to find that it is defective when you are testing your Call Flow is a waste of time.

Using some SOX a Linux utility ported for Windows, we were able to create  utility to convert WAV files in bulk.     You can download  SOX from the following site, or send us an email and I will forward you a link to download  a ZIP file containing a complete batch utility.  The zip file will create a new folder with three files inside including the SOX application and the Batch instructions.  Running this application is very easy.  Just drag your WAV files to the file named batch-convert-shoretel.   This will cause the Batch utility to initialize and run.   The output of the newly formatted files will be located in a new folder aptly named ShoreTel-Ready.   Send me an email and I will send you a link to the Utility.

The file is available as a Free Digitial Download, open a free membership at DrVoIP.com and go for it!

What is new in ShoreTel Version 11/12?

Posted on by DrVoIP

Software development is a process, not an event.  Having said that, from time to time, we have an event.  The release of a new version of software is such an event.  The software development process, however, continues.   The decision as to where to draw the line to separate one release from another is a complex interaction of competing goals.  The Marketing folks are trying to keep up with the competitive feature package from another vendor.   The support team desperately needs a patch for a nasty unforeseen system configuration that introduces an undesirable result and the software team has an aggressive agenda of its own making.

The list of new feature demands is unending.  Driven in part by user requests, marketing objectives and the pressures of other vendor releases.    If your product is built on Microsoft, clearly you are under pressure to stay compatible with any new releases they might make available to the market.  In fact, as it relates to ShoreTel, many people were seeking Windows 7 support when what they really want is Microsoft Office 2010 support!   Was it 64 bit desktop computers or 64 bit server software that the market demanded?  Do we do the Apple IPhone? Is that web based Communicator really needed in this release or can it wait?   Fixing the release of new features is one of the most challenging business decisions that companies have to make.

Generally companies try for two DOT releases per year and one major new release every year.  For ShoreTel, we generally expect a DOT one and a DOT two release.  For example we might have a Version 10.1 in general availability (GA) while we are beta testing a major release like 11.0.    We move to a GA release with the DOT and 11.0 becomes 11.1 available to all.   Currently, as of this post, ShoreTel is in GA on Version 11.1 while beta testing Version 12.0.  The GA Version of ShoreTel 11.1 has a host of exciting new features, but architecturally we are most interest in 64 bit server support; virtualization, Windows 7 Support, browser based Communicator  and distributed Databases.    Version 12 completes the Microsoft compatibility by supporting Outlook 2010.

Distributed Workgroups was made available in Version 10, which enables the continued operation of Workgroups on a distributed voice mail server (DVM) even if the HQ server failed.   This has some attractive options, but having an operating workgroup might be limited by an inability to have users log in or out of the workgroup.  Version 11 enables distributed database capability.  This means that in the absence of a HQ (e.g. read/write database) server, a user on a DVM could change their call handling mode; or a change in schedule from Off-Hours to On-Hours could be effected.   You have to chose one over the other and I would encourage you to choose the distributed database.   Best practice dictates that a Workgroup should be backed up by a Hunt Group that contains all the agents who make up the Workgroup.  In this way a failure of the Workgroup, still provides a call flow that reaches all Agents.  A distributed database, in my humble opinion, has higher impact.  IN a multi-site deployment, you will want to change call handling modes even if the HQ server is down.   This  combined with a backup hunt group, gets the job done more effectively.

The browser based Call Manger is yet another power new feature capability.   Now all those MAC users have an option!   I suspect that more and more call control will be built into browsers limiting our dependency on the various O/S issues.   Who cares if we support Windows 9 as long as we have a browser option!

First Look at ShoreTel Mobility Router

Posted on by DrVoIP

The ShoreTel Mobility Routers (aka SMR) is an exciting product that can make fixed/mobile convergence a reality!  It builds heavily on inherent SIP functionality in call setup, call flow and Session Description Protocol.   It acts as both a SIP client and as a SIP proxy server (e.g. B2BUA).   If you are comfortable with SIP protocol, the SMR is a relatively simple device to understand.   The products primary contribution to the state of the art is the ShoreTel Roam Anywhere Client (aka SRAC) and the fact that it is available now;  it works and there are plenty of reference accounts.

The product demands a pervasive, voice enabled wireless network with a best practice recommendation of controller based access points.    In my opiniion the product is optimized for Campus environments in which the same QOS requirements that you would expect for WAN connectivity are strictly adhered to.  The Wireless  environment requirements are for advanced network and power management strategies.   The product is oriented toward a CISCO like Wireless networks “best practice” deployment.  Clearly, you can make VoIP calls from StarBucks but you will not have the QOS that you would have on an enterprise Wireless Network.

The product can be integrated with most any PBX that supports SIP integraton including Microsoft Linx.   When implemented as part of a  ShoreTel deployment there are license requirements  for both the SMR and the ShoreTel iPBX.  For example, the SMR interconnects to the ShoreTel with both SIP extensions (Wifi connections) and Sip Trunks (Cellular connections).   The number of paths, as you would assume, is calculated based on simultaneous conversation estimates.  You are required to have two different ShoreTel PBX extensions if you are Mobility user.  (My guess is the ShoreTel “twinning feature “was developed in part, primarily to support the SMR).   It is not clear if the required SIP trunk,  SIP extension and ShoreTel User licenses are bundled in the SMR acquisition cost but they are required.  There are also extra SMR licenses required for presence and secure voice.

The best working model you might use for discussion purposes, is to envision a “tie-line” configuration between two pbx systems.   In this case the SMR acts as a tie line between the iPBX and the Cellular network.  You do a 10 – 4 Digit translation on the Cellular side of the tie line to reach ShoreTel extensions; and you do a 4 – 10 Digit translation  on the PBX side of the tie line to reach Mobile phones.   The SMR acts as a registration point and based on the SRAC calculations of WAP signal strength and active call can be handed off to the cellular network.

An incoming call to a ShoreTel users deskphone, also rings the associated SIP extension via the SMR.  The Wireless SIP extension is the ShoreTel Roam Anywhere Client running on your faviorite smart phone.  The SRAC is smart enought to register with the SMR either wirelessly or over the Cellular network depending on signal strenght.   A call from the SIP extension displays the CID of the ShoreTel deskphone.  The product is fully formed and is an exciting addition to the ShoreTel product family.  Another Brilliantly Simple Solution!