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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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  • New Remote site w/out DVM, Directory key and options button won't work

    Hi Guys,

    We just set up a new remote site in our Shoretel system. It's a simple setup, 1 - 120/24 Shoretel Switch onsite to manage phones, no DVM. We set the switch to be managed by our HQ server. Voice quality sounds great, and everything else works, except whenever our Network engineer hits the Directory key or the options button on the IP530 phone, it says "The server required for this operation is not available". Switch connectivity in Shoreware Director looks good between all of our sites. We've got the Phone IP address range entered in Director, the phone onsite is being managed by the local 120 switch. The only difference between this site and our others is the lack of a DVM server.

    We're on 6.1 (Build 11.15.5300).

    Any ideas?
    Last edited by dsirek; 09-23-2009, 11:39 AM.

  • #2
    What type of connectivity between the sites and what type of routers or firewalls are you using?


    • #3
      We're using Checkpoint firewalls and Cisco routers between the sites.


      • #4
        Are you leveraging a VPN tunnel between the two locations or is it a private link running through Cisco routers (1841s I presume)?


        • #5
          VPN tunnels only between the routers.


          • #6
            Then your Cisco routers are probably set into stateful mode (firewalling). There are a number of variables that can choke up the communication between sites when passing through stateful firewalls.

            You'll need to check your policy design, ALGs, any screens you might have applied, etc.

            We don't work with Cisco much at all (Juniper for routers/firewalls), so I can't provide any specific Cisco troubleshooting steps for this scenario.

            If you have a SmartNet contract, you can call Cisco TAC and they should be able to setup flow monitoring on the routers to see why traffic is being dropped.

            Is PCM working ok at the site?


            • #7
              Sure enough, traffic was being blocked at the Firewall level. I provided the list of Shoretel ports that need to have unimpeeded traffic through the firewall between offices. Since the policies have been reloaded on the local firewall at the problematic office, the issue has been resolved and the directory/options key is working again.


              • #8
                Glad to hear you were able to resolve the issue.