Creating ShoreTel Prefix Lists

When installing a ShoreTel phone system at a new site you might have issues dialing long distance to some phone numbers if you haven't configure your Local Prefix List for the trunk group at that site.  Specifically you can expect to have problems calling phone numbers in your same area code which need to be treated at long distance. 

For example an office in Fargo, North Dakota will have a 701 area code, however calls placed to Bismarck and Grand Forks, North Dakota (both of which are also in the 701 area code) need to be dialed as long distance.  To accomplish this we need to create a prefix list of NPA-NXX numbers that are local to Fargo.  When I had to do this for the first time I didn't know how to go about it, thus below is the process I developed.  There are likely other ways to accomplish this that are simpler, however here is the process I used for looking up the numbers to include an my list and importing those numbers into ShoreTel Director:

1)  Open Microsoft Excel and with a blank workbook open go to the Data tab on your ribbon, and click Get External Data From Web.

2) Using the NPA-NXX (the first six digits) of your main phone number, edit the following URL for your site and paste it into the address field then click Import.  (In this example, the main number assigned to my Fargo office is 701-237-1234, thus I use 701 and 237 in the URL.):

http://www.localcallingguide.com/xmllocalprefix.php?npa=701&nxx=237

3) In Excel delete all the columns except the the ones labeled NPA and NXX.  With only these two columns remaining also delete the header row.  Your data should look like the following.  After you have the data formatted save it as a comma delimited test file.  It is imperative that the file is in the comma delimited format because this is the format ShoreTel is expecting to import.

4) Launch ShoreTel Director, expand the Trunks menu and select Local Prefixes.  On the Local Prefixes page click, "Add new list."  Give the list a name such as "Fargo Prefixes," then click the Import button.  Browse for the comma delimited file you created earlier and click Upload.  You should now see the Prefixes in your list.

5)  Expand the Trunks menu and click Trunk Groups.  Open the Trunk Group you are configuring, and then near the bottom of the page you fill find the field labeled Prefix List.  Select your list from the drop-down.

6) Now it's time to place several test calls to local phone numbers, in-state long distance phone numbers and out of state long distance phone numbers. 

Sage SalesLogix Error: System.OutofMemoryException

The Sage SalesLogix 7.5.2 Web Client has generally been a very stable CRM platform.  If there is one thing that can/should be done to prevent unexpected issues it is regularly perform an IISReset on the Front End Web Server(s). 

I had not done this for a while and after 27 days of smooth uninterrupted up time we started to get the following error:

The state information is invalid for this page and might be corrupted."
Invalid viewstate.  ..................
Exception of type 'System.OutofMemoryException' was thrown.

Upon looking a the performance of our Front-End Web Server, the w3wp.exe *32 service was consuming 2.9GB of memory, way more than the 300-500MB I am accustomed to seeing. 

After performing an "IISReset /Restart" the associated web application services were restarted which released that large consumption of memory, and our errors were resolved.  (For a more detailed explanation of the IISReset command click here.)

In summary, in the event you see the above error, perform an IISReset.  If you are simply looking for suggestions on how to keep your SalesLogix Web Client running error free, my personal advice is schedule an automated weekly IIS Reset during off-peak hours.

Repair Off-hook Button on ShoreTel Phone IP230

If you have a ShoreTel phone that does not always come off-hook when you lift the handset, it is likely that the contacts on the internal sliding switch have become corroded or bent and are no longer making good contact.  If you are not afraid of rolling up your sleeves and playing with electronics and your phone is out of warranty, then you have nothing to lose.  Follow these steps to fix your phone.  (Note: I am not a ShoreTel Technician.  I am an end-user whom learned the following from coworkers and from my own experience.  If you decide to perform the following procedure do so at your own risk to yourself, your phone, and your warranty..)
Here is what you will need:
- A phillips screwdriver
- A small needle nose pliers
- A small piece of extra fine sandpaper
- A paper clip

The first time you do this it will likely take about an hour, however after a little practice this can be completed in about 20 minutes.




Picture 1

1) First prepare the phone by unplugging all network cables from the back of the phone, disconnect the handset from the base, and remove the phone's stand. 
2) Next, flip the phone face down and remove the 7 screws that hold the back on the phone (See Picture 1). Once the back is loose, fold it open and set it adjacent to the front of the phone, ensuring that the wires have a little slack and do not get pulled tight.


Picture 2

3) Locate the Off-hook button's circuit board and remove the two screws holding it in place (See Picture 2).

Picture 3

4) With the Off-hook board loose, find the slider switch and using a small needle nose pliers bend the back side of the switch up 90 degrees (See Picture 3). 

Picture 4

5) Next rotate the switch assembly upside down so when you remove the spring and the contacts they do not fall out (See Picture 4).  Once the switch is positioned in this way remove the spring and then push the black button from the opposite side to slowly remove the contacts.  (Note: The metal contacts sit loose in the black button thus be careful that these do not unintentionally fall out while disassembling the switch.)


Picture 5




6)  You should now have two loose metal contacts, take a piece of very fine sandpaper and slide it between the contacts to remove the corrosion, it won't take much sanding (See Picture 5).  Additionally if you have a little electronic contact cleaner apply it to the contacts.

Picture 6

7) (Note: This is the most difficult part and the point at which I believe you are most likely to accidentally damage your phone.  Take your time with this step.)  Next put the contacts back in the black button and align them with the metal rails inside the switch assembly.  Once they are aligned I use a paperclip to gently open the contacts so they can slide onto the metal rails.  This takes a gentle balance of opening the contacts while applying just a little pressure to slide the assembly together (See Picture 6). 





8)  Now insert the spring and bend the back side of the switch assembly closed.  As  you bend this closed be sure the spring does not wiggle out of place, there is a little notch that the spring should sit on. 

9)  With the switch assembly back together, reassemble the phone by screwing the off-hook circuit board back to the phone, put the back on the phone and tighten the 7 screws, connect the base, connect the handset, and finally connect the network cables.

I hope that these instructions help you protect your investment in your ShoreTel phones.  I have only performed this procedure on ShoreTel UP230 phones, however I assume similar procedure would work on the following:

ShoreTel IP Phone 565g
ShoreTel IP Phone 560g
ShoreTel IP Phone 560
ShoreTel IP Phone 530
ShoreTel IP Phone 265
ShoreTel IP Phone 230g
ShoreTel IP Phone 230
ShoreTel IP Phone 212k
ShoreTel IP Phone 115
ShoreTel IP Phone 110