ShoreTel: Mobility Router Config Notes / Best Practices

These are just a list of the config tidbits / best practices I’ve come across while setting up and troubleshooting some ShoreTel Mobility Router (SMR) installs. These will be mostly specific to a ShoreTel PBX and assumes you have 99% of the config done already and can register a ShoreTel Mobility Client (SMC).

It’ll be adding to as my brain fills up!

• Mobility Router uses two sets of credentials when configuring users. The usernames on these two accounts should be different
  • One account is the Line Side registration from the SMR to the ShoreTel Director system as a SIP extension.
    • This is set in the ShoreTel Director Users > Individual Users > Client User ID and SIP Password.
  • The other account is in General for the Mobility Client to the Mobility Router.
    • This is the set of credentials used in the SMC app
• Normalize the incoming access numbers for Reverse Dial, Hand-off and Access
  • Configuration > Voice > IP PBX > Select your PBX > Numbering Plan tab > Advanced radio button
  • Add your off system extension in the Incoming Number field and the full normalized number in +1xxxyyyxxxx format
• Android Client must re-install the Mobility Client from the Play Store and re-provision after an upgrade to the Mobility Router is done
  • iPhone clients will be prompted to update.
• iPhone’s will not automatically hand-off to cellular network from a WiFi due to Apple not allowing developers to read WiFi RSSI
• When SMC is assigned as a primary extension (not using Enhanced Mobility), do not associate the user name, only use the ext assigned the user when building a client profile
• Attempting to provision too many times, rapidly, can fill the cache on the app and you may not be able to provision at all. Deleting the app and reinstalling or clearing the app cache then trying to re-provision may help.
• Uploading logs from clients
  • Android can be done from the SMC > Settings > Troubleshooting > Upload Logs
  • iPhone open the dialer and call 0123# upload the logs from the next screen
  • BlackBerry hit the BB button > Preferences > Advanced > BB Button > Upload Logs
  • Logs can be found in the SMR under Troubleshooting > Client Logs
• If your free memory starts getting really low double check that RTP bridging is/isn’t enabled
• If you want to use a SMR user in a ShoreTel Hunt Group, Work Group or Contact Center they must be using the SMC as a primary device, not using Enhanced Mobility and will usually require additional licensing on the ShoreTel Director and Mobility Router.
• A new SIP Phone profile may need to be created for the Mobility Client, double check ShoreTel KB articles 000008968 and 000001844
• When testing your access numbers, if the call drops immediately instead of playing the “Caller ID Could Not Be Verified” message, change your Anonymous Caller ID setting to the BTN of your circuit.
  • Some carriers can be strict on caller ID settings and the default may cause issues, this can be found in the SMR Configuration > Voice > IP PBXs > Numbering Plan