SA-Announce Notification Platform User Manual for ShoreTel Version 9.0.17 © 2015 Syn-Apps L.L.C. About Syn-Apps Syn-Apps L.L.C. was founded in 2001 as a consulting firm focused on developing software for IP telephony platforms. Since that time, Syn-Apps has evolved as a market leader in enterprise-wide paging and notification solutions designed to improve business processes, increase safety, and streamline internal and external communication. Since 2001, over 2,000 organizations have integrated our notification software with phones, paging systems, IP speakers, and hundreds of other internal systems and services. Syn-Apps has an extensive knowledge base in numerous development technologies. In addition, Syn-Apps has a strong background in network design and networking fundamentals. We believe this combination of experience in a broad range of technologies allows us to offer our customers an end-to-end application development solution. We believe that in order to have a successful application deployment, one should not only understand the development environment, but also understand how the application will interact with the rest of network. Syn-Apps has extensive networking experience based on a number of network development and design projects for many Fortune 100 companies. We believe that this enables us to become a valuable asset to any development team. Syn-Apps developers have a wide variety of development experience in many diverse industries. Our developers have been employed by, or consulted for companies such as Oracle, Microsoft, Cisco, General Motors, General Dynamics, Bloomberg, and many others. All of our developers have a keen understanding of the software development life cycle and know how to develop successful applications. At Syn-Apps we understand the importance of a team environment and are comfortable developing and sharing information to ensure that the best of breed product is produced. Contents 3 Table of Contents Part 1 SA-Announce Overview 9 Part 2 Application Features 13 Part 3 Manual Conventions 17 Part 4 Information Center 19 Part 5 System Requirements 22 1 Applic..a..t.i.o..n.. .S..e..r..v.e..r.. .R..e..q..u..i.r.e..m...e..n..t.s........................................................................................ 22 Windows 2003.. .S..e...r.v..e...r. ........................................................................................................................................... 23 Windows 2008.. .S..e...r.v..e...r. ........................................................................................................................................... 24 Disabling U.A...C..................................................................................................................................................... 25 Disabling P.u..b..l.ic.. .F..i.r.e..w....a..ll.................................................................................................................................... 25 Disabling IE.. .E..n..h..a..n..c..e..d.. .S..e..c..u..r.i.t.y.......................................................................................................................... 25 Verify IIS In..s..t.a..l.la..t.i.o..n........................................................................................................................................... 26 Installing A.S..P....N...E..T.............................................................................................................................................. 27 Windows 2012.. .S..e...r.v..e...r. ........................................................................................................................................... 28 2 Shore..T..e..l. .S..h..o..r.e..W...a..r..e.. .D..i.r.e..c..t.o..r............................................................................................. 29 Call Control S.e..t.t..i.n..g..s... ............................................................................................................................................ 30 SIP Profiles .......................................................................................................................................................... 32 SIP Servers .......................................................................................................................................................... 34 Switch Setting..s... .-. .A...l.l.o..c..a..t.i.n...g.. .S..I.P... .P..r..o..x..y.. .P..o...r.t..s.. ................................................................................................... 35 Site Settings .......................................................................................................................................................... 37 Switch Setting..s... .-. .A...l.l.o..c..a..t.i.n...g.. .P..o...r.t..s.. .f.o...r. .S...I.P.. .T..r..u..n...k..s.. .......................................................................................... 38 ShoreTel Syst..e..m.... .S..e..t..t.i.n..g...s.. .-. .T...r.u...n..k.. .G...r..o..u..p...s.. ..................................................................................................... 39 ShoreTel Syst..e..m.... .S..e..t..t.i.n..g...s.. .-. .I.n...d..i.v..i.d..u...a..l. .T..r..u..n..k...s.. ............................................................................................... 43 Users - Enable.. .A...l.l.o..w.... .P..h..o...n..e.. .A...P..I. ......................................................................................................................... 45 Authorized Se..r..v..e..r.. ................................................................................................................................................ 46 3 Netwo..r.k.. .R..e..q..u..i.r..e..m...e..n..t.s........................................................................................................ 46 Firewall Ports. ......................................................................................................................................................... 46 Multicast Req.u..i.r..e..m....e..n..t..s.. ...................................................................................................................................... 47 Part 6 Installation Procedure 49 1 Updat.e.. .P...r.o..c..e..d..u..r.e................................................................................................................ 50 Part 7 Configuration Utility 53 Part 8 Post Installation Instructions 56 1 SIP T.r.u..n..k.. .G..r.o..u..p..s................................................................................................................. 56 2 SIP T.r.u..n..k..s........................................................................................................................... 58 3 Off Sy..s.t.e..m... .E..x..t.e..n..s..i.o..n..s......................................................................................................... 59 4 Group.. .C..r.e..a..t.i.o..n..................................................................................................................... 60 5 Misc I.n..f.o............................................................................................................................... 61 © 2015 Syn-Apps L.L.C. 3 4 SA-Announce ShoreTel User Guide Part 9 Initial Application Configuration 63 1 First T..i.m...e.. .L..o..g..i.n................................................................................................................... 63 2 Servic..e.. .C..o..n..f.i.g..u..r..a..t.i.o..n.. .S..e..t.t.i.n..g..s............................................................................................ 64 Advanced Set.t.i.n...g..s.. ................................................................................................................................................ 66 Phone Service..s... ..................................................................................................................................................... 67 3 Phone.. .F..e..a..t.u..r..e..s................................................................................................................... 68 4 Multic..a..s.t. .C..o..n..f.i.g..u..r..a..t.i.o..n........................................................................................................ 70 5 User M...a..n..a..g..e..m...e..n..t............................................................................................................... 75 6 Troub.l.e..s..h..o..o..t.i.n..g.. .T..e..s.t.s.......................................................................................................... 78 Part 10 Notification Group Configuration 82 1 SA-An..n..o..u..n..c..e.. .N..o..t.i.f.i.c..a..t.i.o..n.. .G..r.o..u..p.. .T..y..p..e..s............................................................................... 83 Ad-Hoc .......................................................................................................................................................... 85 Emergency Al.e...r.t.. ................................................................................................................................................... 86 Holler .......................................................................................................................................................... 88 Normal .......................................................................................................................................................... 90 RecordNPlay .......................................................................................................................................................... 91 Respond .......................................................................................................................................................... 93 Text .......................................................................................................................................................... 94 2 Notific..a..t.i.o..n.. .G...r.o..u..p.. .S..e..t.u..p...................................................................................................... 95 3 Email................................................................................................................................... 98 4 IP Ph.o..n..e..s............................................................................................................................ 99 5 Desk.t.o..p.. .C...l.i.e..n..t.s.................................................................................................................. 102 6 Clou.d.. .S..e..r..v.i.c..e..s................................................................................................................... 103 7 Exte.r.n..a..l............................................................................................................................. 105 8 IP Sp..e..a..k..e..r.s........................................................................................................................ 107 9 Syn-.A..p..p..s.. .P..a..g..i.n..g.. .R..e..l.a..y..s.................................................................................................... 109 10 Stati.c.. .S..t.r.e..a..m...s.................................................................................................................... 111 11 Valc.o..m................................................................................................................................ 112 12 Beac..o..n..s............................................................................................................................. 112 13 Mass.. .N..o..t.i.f.i.c..a..t.i.o..n................................................................................................................ 114 Part 11 Creating Emergency Alert Groups 116 Part 12 SA-Announce Scheduler 120 1 Crea.t.i.n..g.. .S...c.h..e..d..u..l.e..s.. .U..s..i.n..g.. .t.h..e.. .S..c..h..e..d..u..l.e..r. .T..o..o..l.................................................................. 122 2 Editi.n..g.. .A.. .S..c..h..e..d..u..l.e............................................................................................................. 127 Editing Asso.c..i.a..t.e...d.. .S..c..h...e..d..u...l.e..d.. .E..v..e...n..t.s... ............................................................................................................ 128 3 Audi.o.. .U..p..l.o..a..d...................................................................................................................... 129 Customizing. .A...u..d...i.o.. .F..e..e...d..b..a..c..k... .......................................................................................................................... 130 Audio File. .D...e..s..c..r.i.p..t.io..n..s..................................................................................................................................... 131 Part 13 Sending A Text Message 134 1 Mess..a..g..e.. .B..r.o..w...s.e..r............................................................................................................... 136 © 2015 Syn-Apps L.L.C. Contents 5 Part 14 SA-Announce Reporting 138 1 Notif.i.c..a..t.i.o..n.. .G..r..o..u..p.. .R..e..p..o..r.t.................................................................................................. 139 2 Notif.i.c..a..t.i.o..n.. .A..c..t.i.v..i.t.y. .R...e..p..o..r.t................................................................................................ 141 3 Sche..d..u..l.e..s. .A...c.t.i.v..i.t.y.. .R..e..p..o..r.t.................................................................................................. 142 4 Text. .A..c..t.i.v..i.t.y. .R...e..p..o..r.t........................................................................................................... 143 5 Logi.n.. .A..c..t.i.v..i.t.y. .R...e..p..o..r.t......................................................................................................... 144 6 User.s. .R...e..p..o..r.t...................................................................................................................... 145 Part 15 Syn-Apps Analytics 147 Part 16 Web Service (API) 150 Part 17 Email Settings 154 Part 18 AMBER Alert Settings 156 Part 19 Weather Alert Settings 160 1 Wea.t.h..e..r. .A...l.e..r.t. .S..u..p..p..o..r.t.e..d.. .E..v..e..n..t.s........................................................................................ 163 Part 20 Configure IP Phone Services 167 1 Phon..e.. .M...e..s.s..a..g..e.. .B..r.o..w...s..e..r................................................................................................... 168 2 Notif.i.c..a..t.i.o..n.. .G..r..o..u..p.. .D..i.r.e..c..t.o..r.y............................................................................................... 168 3 Back..g..r.o..u..n..d.. .M...u..s.i.c.. .S..e..t.t.i.n..g..s................................................................................................ 169 Configure Ba..c..k..g..r..o..u...n..d.. .M....u..s..i.c.. .f..o..r.. .S..h..o...r.e...T..e..l. .P...h..o..n...e..s.. .................................................................................... 170 Part 21 Syn-Apps Paging Relay Configuration 173 1 Supp..o..r.t.e..d.. .S...y.n..-.A...p..p..s. .P..a..g..i.n..g.. .R...e..l.a..y.s................................................................................... 175 2 Syn-.A..p..p..s.. .P..a..g..i.n..g.. .R..e..l.a..y.. .S..e..t.u..p............................................................................................ 175 Part 22 Syn-Apps Desktop Notification Client Configuration 180 1 Supp..o..r.t.e..d.. .D...e..s.k..t.o..p.. .N..o..t.i.f.i.c..a..t.i.o..n.. .C..l.i.e..n..t.s.............................................................................. 181 2 Syn-.A..p..p..s.. .D..e..s.k..t.o..p.. .N..o..t.i.f.i.c..a..t.i.o..n.. .C..l.i.e..n..t. .S...e..t.u..p....................................................................... 181 Windows Re.q..u..i.r..e..m....e..n...t.s.. .................................................................................................................................... 181 Macintosh Re...q..u..i.r..e..m....e..n...t.s.. .................................................................................................................................. 182 3 DNC. .C..o..n..f.i.g..u..r.a..t.i.o..n.............................................................................................................. 183 Automatic Co...n..f.i.g...u..r..a..t.i.o..n... ................................................................................................................................... 183 Manual Conf.i.g..u..r..a..t.i.o...n.. ......................................................................................................................................... 186 Part 23 Syn-Apps IP Speaker Configuration 189 1 Supp..o..r.t.e..d.. .S...y.n..-.A...p..p..s. .I.P.. .S...p..e..a..k.e..r..s...................................................................................... 191 2 Syn-.A..p..p..s.. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p................................................................................................ 191 Part 24 Legacy Algo IP Speaker Configuration 195 © 2015 Syn-Apps L.L.C. 5 6 SA-Announce ShoreTel User Guide 1 Lega..c..y. .A...l.g..o.. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p........................................................................................... 197 Part 25 AND IP Speaker Configuration 199 1 Supp..o..r.t.e..d.. .A...N..D.. .I.P.. .S...p..e..a..k.e..r..s.............................................................................................. 201 2 AND. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p........................................................................................................ 201 Part 26 Atlas IP Speaker Configuration 205 1 Supp..o..r.t.e..d.. .A...t.l.a..s. .I.P.. .S...p..e..a..k.e..r..s............................................................................................. 207 2 Atlas.. .I.P.. .S..p..e..a..k..e..r. .S..e..t.u..p....................................................................................................... 207 Part 27 CyberData IP Speaker Configuration 210 1 Supp..o..r.t.e..d.. .C...y.b..e..r..D..a..t.a.. .S..p..e..a..k..e..r.s......................................................................................... 212 2 Cybe..r.D..a..t.a.. .S...p..e..a..k.e..r.. .S..e..t.u..p.................................................................................................. 213 Part 28 Valcom IP Speaker Configuration 215 1 Supp..o..r.t.e..d.. .V...a..l.c.o..m... .S...p..e..a..k.e..r..s............................................................................................. 216 2 Valc.o..m... .I.P.. .S..p..e..a..k..e..r. .S...e..t.u..p.................................................................................................. 217 Part 29 Alertus Configuration 220 1 Supp..o..r.t.e..d.. .A...l.e..r.t.u..s. .D...e..v.i.c..e..s................................................................................................. 222 2 Alert.u..s.. .D..e..v..i.c..e.. .S..e..t.u..p.......................................................................................................... 222 Part 30 Everbridge Configuration 224 1 Ever.b..r.i.d..g..e.. .S..e..t.u..p................................................................................................................ 225 Part 31 Twitter Configuration 228 Part 32 External Phone Integration 230 1 Supp..o..r.t.e..d.. .A...n..a..l.o..g.. .S..y..s.t.e..m...s................................................................................................ 231 2 Supp..o..r.t.e..d.. .A...n..a..l.o..g.. .I.n..t.e..r.f.a..c..e..s............................................................................................. 231 Part 33 Advanced Paging Configuration 233 1 SA-A..n..n..o..u..n..c.e.. .M...u..l.t.i.c..a..s.t. .R...o..u..t.e..r./.S..w...i.t.c..h.. .C..o..n..f.i.g..u..r.a..t.i.o..n......................................................... 233 2 Mult.i.-.S..i.t.e.. .C..e..n..t.r.a..l.i.z..e..d.. .S..A...-.A..n..n..o..u..n..c..e.. .S..e..r.v..e..r...................................................................... 234 Part 34 Troubleshooting Guide 236 1 Insta.l.l.a..t.i.o..n.. ./. .C...o..n..f.i.g..u..r.a..t.i.o..n................................................................................................. 237 Windows Env..i.r..o..n...m...e...n..t.a..l. .I.s...s..u..e...s.. ...................................................................................................................... 237 Installation Is..s...u..e..s... .............................................................................................................................................. 238 Licensing Iss...u..e..s... ................................................................................................................................................ 238 Configuratio.n.. .I.s..s...u..e..s... ......................................................................................................................................... 239 Upgrade Pro.c..e..d..u...r.e... .T..r..o..u..b...l.e..s..h...o..o..t..i.n..g.. ............................................................................................................. 241 Reconfigu..r.e.. .S...Q..L.. .S...e..r.v..e..r................................................................................................................................. 245 2 Web. .I.n..t.e..r.f.a..c..e.. .(.G...U..I.)........................................................................................................... 247 GUI Log File .......................................................................................................................................................... 247 Group Creati.o...n.. .................................................................................................................................................... 248 © 2015 Syn-Apps L.L.C. Contents 7 Text Messag..e.. ...................................................................................................................................................... 249 Other .......................................................................................................................................................... 250 3 Broa.d..c..a..s..t.e..r. .S..e..r.v..i.c..e........................................................................................................... 251 Service Start. .I.s...s..u..e...s.. ........................................................................................................................................... 251 Endpoint Com....m...a..n...d.. .I.s..s...u..e..s... .............................................................................................................................. 252 Audio Issues.. ........................................................................................................................................................ 254 4 Sche..d..u..l.e..r. .S..e..r..v.i.c..e.............................................................................................................. 255 5 Phon..e.. .S..e..r..v.i.c..e..s.................................................................................................................. 256 Groups Direc..t.o...r.y.. ................................................................................................................................................. 256 API .......................................................................................................................................................... 257 Part 35 Help and Support 259 1 Docu..m...e..n..t.a..t.i.o..n................................................................................................................... 259 2 Know...l.e..d..g..e.. .B..a..s..e................................................................................................................ 260 3 Prep.a..r..e.. .R..e..p..o..r.t.................................................................................................................. 261 © 2015 Syn-Apps L.L.C. 7 SA-Announce Overview Part 1 SA-Announce Overview 9 1 SA-Announce Overview SA-Announce Notification System for ShoreTel The SA-Announce Notification System is a feature-rich notification system that couples with ShoreTel Communication Manager to provide text and audio notifications across an enterprise. The notifications can be in real time, such as emergency alerts and live audio notifications, or they can be scheduled via the scheduling system. SA-Announce integrates the phone system with a large number of disparate endpoints such as ShoreTel IP Phones, Syn-Apps Paging Relay, Syn-Apps IP speakers, Cloud Services, Legacy Overhead Systems, PC Desktops, Algo IP speakers, AND IP speakers, Atlas IP speakers, CyberData IP speakers, Valcom IP speakers, Email, Alertus and Everbridge devices. Notifications can be made by picking up the phone and dialing the notification group directory number (as well as other methods such as automated via a relay or web). The SA-Announce Notification System has numerous audio streaming models that can be used to accommodate almost any notification requirements from one centralized server. Non-multicast enabled wide-area networks (WAN) can provide notifications to all remote sites using one centralized SA-Announce server with the addition of the Syn-Apps Paging Relay appliance. Streaming models include unicast, server sourced multicast, Paging Relay assisted multicast, and phone sourced multicast. Recent feature additions for SA-Announce include: Version / Feature Description SA-Announce 9.0.17 Bug Fixes & Software General software maintenance, bug fixes, and performance enhancements made to Maintenance SA-Announce. Updated Service SA-Announce now receives AMBER Alerts from the DOJ (Department of Justice). Provider for AMBER Alerts Regroup Notifier Regroup notifier is now supported by SA-Announce. Facebook Integration Discontinued support for Facebook integration. SA-Announce 9.0.16 Bug Fixes & Software General software maintenance, bug fixes, and performance enhancements made to Maintenance SA-Announce. SA-Announce 9.0.15 Bug Fixes & Software General software maintenance, bug fixes, and performance enhancements made to Maintenance SA-Announce. SA-Announce 9.0.14 SA-Announce User Updated UI with a fresh color scheme and improved navigation. Interface SA-Announce SA-Announce Scheduler has been redesigned to use a new graphical scheduler Scheduler that allows for easy scheduled event creation, including recurring events. New Calendar-Based Event Scheduler - Easily create and manage customizable events. All events per schedule are now visible in one centralized location, providing users with a simplified management experience. Users have the option to view events by day, week, or month Recurring Events - Schedule event frequencies and duration Customized Labels - Color-code specific scheduled events for better organization © 2015 Syn-Apps L.L.C. 10 SA-Announce ShoreTel User Guide Note: The Overrides tab is no longer available, (formerly found by navigating to: Schedules >> Scheduled Broadcasts >> Overrides), as the graphical scheduler tool can be easily manipulated to create schedule overrides. The SA-Announce Configuration Utility will update any existing schedules, including their overrides, to the new format required by the graphical scheduler tool. Algo Speakers SA-Announce 9.0.14 supports legacy Algo speakers. Refer to Legacy Algo Speaker Configuration for details. Algo IP speaker support coming soon! Paging Relay GPO Paging Relays can now be configured to activate their GPO (general purpose Emergency Alert output) Contact Closure for a specified time on a per-group basis. Activation SA-Announce 9.0.13 Paging Relays Syn-Apps' Paging Relay can now be used to activate SA-Announce Emergency Alert groups using Paging Relay GPIO. SA-Announce 9.0.12 Reporting Built-in reports gather and export detailed information regarding notification group configuration data and system user permissions. Syn-Apps Analytics Provides a holistic view of all notification activity including both on and off-premise services. Generates complete activity reports including: Group name, Activation date/time, Initiator, Associate Endpoints, etc. SA-Announce 9.0.11 Windows 2012 Server Syn-Apps SA-Announce now supports Windows 2012 server. SA-Announce 9.0.10 Cloud Services Syn-Apps Cloud Services is now in beta and can be used to send notifications to mobile devices, internet messengers, SMS and Cisco Digital Media signage. Contact [email protected] for further details. Active Directory System users can now be authenticated against an Active Directory. Integration SA-Announce 8.3.14 Server Redundancy Join multiple SA-Announce servers into a cluster to facilitate automated failover. SA-Announce 8.3.13 Weather Alerts Weather Alerts have been updated to use the NWS CAP feed. Short duration events such as Tornado Warnings can now be monitored. Additional events such as Civil Warnings and 911 Telephone Outage are also available. SA-Announce 8.2.0 Group Opening Tone Assign custom audio files to serve as the notification group opening tone. AND Speaker Text Text messages now allow configuration of the text color, scroll speed and number of loops for AND IP speakers. Schedule Time Zone Schedules now have an associated time zone for large deployments. SA-Announce 8.0.0 AND IP Speaker SA-Announce now supports AND IP Speakers. Support Desktop Notification SA-Announce now supports the Syn-Apps Desktop Notification Client allowing Client users to target PC desktops with live and stored audio messages, text messages, polls, AMBER alerts and weather alerts. The SA-Announce Notification System has been created using ASP.NET 3.5 to provide a rich user interface. Menus and lists that contain multiple items are searchable, highlight the menu or list in question and begin to type, the selection indicator will select the first matching item in the list. © 2015 Syn-Apps L.L.C.