How to Add a Remote User to the Edge Gateway

October 13, 2017 | (Updated: March 23, 2020)

Director Setup

  1. Find the user you would like to enable Remote Access on under Administrator > Users > Users
  2. In the Telephony Tab check the box next to “Enable remote phone authentication” and SAVE your changes (Note: this is for physical phones only)

Edge Gateway Setup

  1. Navigate to http://admin
    1. The default login credentials are:
      1. Username: admin
      2. Password: ShoreTel
  2. Navigate to Configuration > Phones > Allowed List
    1. *Note: If the user has signed into the phone before you reach this page the phone may already be allowed
  3. Click Add at the bottom of the screen
  4. Add the MAC address of the phone (this is located on a sticker on the back of the phone and begins with 001049), the Phone Name (usually the model of the phone) and the User ID (their extension)
  5. Click Apply

Phone Setup

*Option 1: Use this option if the phone has completed the setup procedure and displays “CLOUD credentials”:

  1. With the phone on hook, press the MUTE button followed by 73887# (SETUP#).
  2. Enter the Admin password (1234, by default).
  3. Select VPN and press the Open soft key.
  4. Set Use VPN to “ON” by pressing the Toggle soft key.
  5. Set the VPN Gateway value to your Edge Gateway IP address (External Rast IP) or fully qualified domain name (rast..com).
  6. Press the Back soft key.
  7. Select Services and press the Open soft key.
  8. Select Config Server and press the Edit soft key.
  9. Enter the IP address of the Headquarters Server in the Config Server 1 field.
  10. Press and hold the Back soft key.

The phone is now configured for VPN. After it comes up and says “Available” you can assign the phone via Director or from the “Assign” soft key.

*Option 2: Use this option to clear the phone and restart the setup procedure. You can use this option before the phone prompts for “CLOUD credentials”.

  1. With the phone on hook, press the MUTE button followed by 25327# (CLEAR#).
  2. Press the Clear soft key.
  3. The Phone resets and begins the normal start-up sequence.
  4. While the phone is booting up, watch for the “Press any key to enter setup” prompt and press any key to enter setup mode.
  5. Enter the Admin password (1234, by default).
  6. Select VPN and press the Open soft key.
  7. Set Use VPN to “ON” by pressing the Toggle soft key.
  8. Set the VPN Gateway value to your Edge Gateway IP address or fully qualified domain name (FQDN).
  9. Press the Back soft key.

The phone is now configured for VPN.

Note: To configure the time zone on the remote IP400 phone if the phone is in a different time zone than the Edge Gateway

  1. On the IP400 series phone press the Options softkey on the lower right-hand corner of the screen
  2. Enter the voicemail password
  3. Scroll down to Time zone and press the Edit softkey
  4. Scroll up or down to the correct time zone
  5. Select the OK softkey
  6. Select the Exit softkey
  7. The time should now display correctly on the phone.

Client Setup

Note: User must have Client Access license on their user profile in Director

  1. At the login screen in the Connect client click the “Show Advanced” link and select Use Windows Credentials
  2. In the Server box enter “egw..com” (or whatever you’ve selected for the FQDN of the reverse proxy external interface)
  3. Click Remember Me if you want the client to remember your credentials and log you in automatically
  4. Click Sign In

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