Chapter 2: System Overview Planning and Installation Guide
ShoreTel 11.1 25
In a system with more than one ShoreWare server, the ShoreGear switches may contact an
alternate instance of the routing service if the primary instance is not reachable. ShoreWare
servers have a hierarchical relationship with the headquarters server at the top of the
hierarchy. As you add servers to the system through ShoreWare Director, you define the
order of the servers in relation to the headquarters server and the various sites in your
system. Initially, the switches try to contact the nearest instance of the Distributed Routing
Service in the hierarchy. If that instance of DRS is not reachable, the switch contacts the
instance of DRS at the parent server in the hierarchy as a fallback. If both instances of DRS
are not reachable, the switch makes a best effort to route the call based on its internal
routing tables built from communicating with peer ShoreGear switches at the same site.
2.4 Distributed Applications Platform
The distributed applications platform of the ShoreTel system enables application servers to
be distributed across the enterprise yet still behave as a single, cohesive system. This allows
you to optimize network performance by locating applications such as voice mail close to
users to reduce WAN bandwidth utilization. In addition, by hosting applications, services,
and APIs on multiple platforms, the distributed applications platform enables the system to
scale as necessary.
A software component called the ShoreWare Te lephony Management Service (TMS) runs
on the ShoreWare servers and observes all call setup and call teardown activity on the
entire voice network. The ShoreWare TMS software then exposes a Telephony Application
Programming Interface (TAPI), for call control, and a TAPI Wave interface for media play
and record. These open APIs allow value-added applications to be added to the ShoreTel
system to provide voice services.
Even though there are multiple application servers, the ShoreTel system is still managed
and behaves as a single image system with complete feature transparency between sites.
2.5 Single System Management
The ShoreTel system provides a single system management solution called ShoreWare
Director. This browser-based network management tool provides a single management
interface for all voice services and applications across all locations. Even though there are
multiple servers and switches to support the services and applications, the ShoreTel system
provides a single image system across your entire network.
Integrated management enables a change to propagate dynamically across the system each
time a modification is made on the ShoreTel system. When you add a new user on the
ShoreTel system, the user automatically gets a dialing plan, voice mail, an extension, a
mailbox, an Auto-Attendant profile, and an e-mail message to download the desktop
software. In addition, the user can be added to an Automated Call Distributor (ACD)
group, if needed. You add new users and place them in ACD groups from a single
The ShoreTel system provides automated software distribution for all components on the
system. When you add a new ShoreGear voice switch to the system, it is automatically
upgraded to the current software release by the ShoreWare server. When you add a new
user on the system, the user receives an e-mail message containing a URL from which
desktop call control and unified messaging applications can be download and installed.
For software upgrades, you simply install the new software on the ShoreWare server, and
all the ShoreGear voice switches, across all locations, are automatically upgraded to the
new release. In addition, users are notified of the new software release and are
automatically prompted to upgrade their software, if an upgrade is mandatory.