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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Softphone Not Engaging

    Just wanted to drop this bit of knowledge out there for everyone, seeing as it took us a few days to figure this out. The symptom was that softphones were not engaging and eventually would return a softphone timeout error. The solution now makes all the sense in the world. Here's the deal any IP endpoint on the system regardless of if its a softphone or not uses a IP resource. That being said if your configured IP resources on your SG's are maxed out then when you flip over to softphone there are no available IP resources to put your desk phone into anonymous thereby not allowing softphone to switch over. Our solution was easy, we just went into the SG's and configured a few "Available" ports as "5 IP Phones" then reset the PCM clients and bang that was that. As a rule from now on any user that has softphone and a desk phone needs to be considered as using 2 IP resources, 1 for the Softphone and 1 so their deskphone can go into "Anonymous" not just one. I'm sure there are some guys out there that already know this and if you do "THANKS A BUNCH" for not posting it here or anywhere else. But for those that don't hopefully this helped you out. MANAGE THOSE RESOURCES!!

  • #2
    Just to follow up, Softphones are always assigned to the HQ site, this means that even if you have plenty of local resources available, you still need a resource at the HQ site.


    • #3
      Sorry for bringing this back after so long but I have a question related to this. We have a customer that has a multi-site environment, with headquarters site that only has the HQ server and a DVS server, but no ST switches. Because of this, at the HQ site, there is 0 ip phone capacity. All switches are in the remote sites (schools).

      My question is this: If they want to use softphones at a site, since the softphone registers on the HQ server is it even possible to register at that site if the HQ site has zero IP phone resources?

      I also have been seeing alerts in director that "IP-Phone could not be configured. No IP Phone switches are configured on Site: Headquarters Site"
      Is this from the customer attempting to register the softphone, and getting the timeout error?


      • #4
        If you have ip phone failover turned on. The phones may be trying to register to a HQ switch if for some reason they could not reach a local switch. You should have an HQ switch for failover so that switch failures at any of your sites do not affect the users at that site.