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  • Purchasing User Extension Licenses (still!)

    How long does it usually take to get the license keys when purchasing the User Extension licenses? Does the partner place the order and the keys come directly from Shoretel? We placed the order with our partner on 6/30 and have yet to receive the license keys. I've called several times to check on it, and am told that the order is in progress. My call today was not returned, and I am getting nervous with only a few days left before Director locks!

  • #2
    Originally posted by LonnieBear View Post
    How long does it usually take to get the license keys when purchasing the User Extension licenses? Does the partner place the order and the keys come directly from Shoretel? We placed the order with our partner on 6/30 and have yet to receive the license keys. I've called several times to check on it, and am told that the order is in progress. My call today was not returned, and I am getting nervous with only a few days left before Director locks!
    It will take ShoreTel Licensing 3 - 5 business days to process.

    Normally a couple days if that. It depends on when your Partner submitted the purchase

    The director can be unlocked if it is just license keys.

    If the Partner submitted the info, they should have the generated responses as well as the Purchase order number. Depending on how they submitted them, they would either get the Keys or have them forwarded directly to you.

    You can send an email to [email protected]

    Put al your company info, contact oinfo and partner and time approx it was ordered. Advised you coming close to the 45 day lock and have not heard anything
    Last edited by Jlorenz; 07-15-2008, 04:38 PM.

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    • #3
      Licenses

      We have had orders take longer than they should sometimes.

      If it really gets close to the wire (and if you are only out of compliance by a few licenses), you can always delete/remove something. You can put the items right back.

      For instance, we ran out of operator call managers once and only had a couple of days until director locked. We changed all the operators to standard call manager and then in 5 minutes changed them back. It resets the clock on being over-licenses.

      You could delete a conference room phone or lobby phone, get in compliance, and then put them back in the system a few minutes later.

      obviously, wouldn't help you if you are like 50 lines over or something.

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      • #4
        What happens if your director gets locked because you did not get the keys in tme. Or you were negligent and forgot to request them.

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        • #5
          Originally posted by davidbec View Post
          What happens if your director gets locked because you did not get the keys in tme. Or you were negligent and forgot to request them.
          There are two trains of thought in TAC on this
          1: first time offense they unlock the Director (Unless its the Site / System License They Cant)

          2: 2nd time they charge you for the keys

          In item one a SR will be opened and handed to another Engineer who will respond "supposedly" in 8 hours or next Business Day

          There have been instances we had unlocked and 45 days unlocked again and 45 days after tha again, well guess what the customer was doing

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          • #6
            Ok I'll confess. The engineer was me and the customer's director is locked.

            We have the valid system key now, but director said we have violations and so will not unlock. We have more extensions on the system than the customer paid for apparently. But how can we delete the users if director is locked.

            Call TAC?

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            • #7
              Originally posted by davidbec View Post
              Ok I'll confess. The engineer was me and the customer's director is locked.

              We have the valid system key now, but director said we have violations and so will not unlock. We have more extensions on the system than the customer paid for apparently. But how can we delete the users if director is locked.

              Call TAC?
              :_cool: LOL

              Hi David
              Yes the issue is you have to clear the Extension violations first before the system key can be put in place. TAC can do this for you A hint, let them know it is a Critical issue and needs attention now, ask for Veeanna she will call you back

              You did not hear that from me tell them I said so

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              • #8
                Having Director "locked" due to non-compliance is not a big deal, as long as you have ordered the Keys already. Once locked, the only option you have is to add license keys to unlock it. type in the key when you recieve it, and :_cool:.

                I've had it happen to customers several times. the only thing a locked system does is keep you from making changes.

                Charles

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                • #9
                  Any license key can be used to get you into compliance. You just won't get a system license key from ShoreTel if you don't own all the lics on the system.

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                  • #10
                    Originally posted by jlear View Post
                    Any license key can be used to get you into compliance. You just won't get a system license key from ShoreTel if you don't own all the lics on the system.
                    Not exactly true, if your in need of Softphone licenses you ill need softphone licenses aka Ext only & ext only.

                    Or prior to 45 day, delete said out of compliance issues.

                    ShoreTel will supply the System Key, however as you said, you will not be able to add it until the others are brought into compliance

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                    • #11
                      Originally posted by Jlorenz View Post
                      Not exactly true, if your in need of Softphone licenses you ill need softphone licenses aka Ext only & ext only.

                      Or prior to 45 day, delete said out of compliance issues.

                      ShoreTel will supply the System Key, however as you said, you will not be able to add it until the others are brought into compliance
                      Yes, well if you want to be pedantic about it. Of course you need to apply a license for the feature that is out of compliance. What I meant was that the license you apply doesn't have to be owned by the client you apply it to in order to unlock SWD.

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                      • #12
                        Originally posted by jlear View Post
                        Yes, well if you want to be pedantic about it. Of course you need to apply a license for the feature that is out of compliance. What I meant was that the license you apply doesn't have to be owned by the client you apply it to in order to unlock SWD.
                        I was just trying to clarify there is no need to be so stiffly.

                        what you point out is true, I am glad you clarified that

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                        • #13
                          New Rules

                          A question to throw out there for everyone, has anyone figured out how long you have to be in license before the 45 day clock resets as of 8.1? I have a customer that is haning on the line a bout trying a feaure and some more user licenses, and in order to give them a little more time I turned the licenses off for the weekend (Friday night to Monday first thing) and the clock remembered its time and still says ther are only 7 days left!! Has anyone documented this or am I in new terratory at this point?

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                          • #14
                            This is the same setup as our system. It seems that there is a variable stored somewhere that once you are out of compliance the system gives it a value (i.e. says "here's the date it's out of compliance"). The variable is held until the 45 day period is up (seemingly) and then reset. If your licensing is compliant by the time the timer is up, it resets otherwise it locks the director.

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