Chapter 3 ShoreWare Servers

Maintenance Guide

3 – 9

Recommended Files to Backup

It is recommended that you save the contents of the Shoreline Data directory and all

subdirectories to a safe location before performing any significant offline maintenance,

including system upgrades or installing security patches or service packs. Typically,

backing up the Shoreline Data directory copies every dynamic file necessary to recover a

ShoreTel system.

NOTE

You may not want to backup the Shoreline Data\logs directory since this

information is not necessary to recover the system and the files are often quite

large.

At a minimum, it is recommended that you back up the Shoreline Data\Database\

ShoreWare.mdb file after making database changes. This allows you to recover the entire

ShoreTel system with the exception of saved voice mail, personal names and greetings,

and menu and workgroup prompts.

Workgroup and Auto-Attendant Prompts

It is recommended that you store a copy of any Workgroup and Auto-Attendant

prompts in a safe location, with the .wav files identified by their use. These files are

located in the Shoreline Data\Prompts directory in the format user-YYYYMMDD-

HHMMSS.wav where user is the name of the ShoreTel extension that was used to record

the prompts. YYYYMMDD-HHMMSS is the time the file was saved. ShoreTel

recommends renaming the file to reflects its use, for example,

MainAAOnHoursprompt.wav.

Voice Mail and Auto-Attendant System Files and Messages

Files located in the VMS directory include voice mail “pointers,” user names, greetings,

and current voice mail messages. You may save these files as a backup, but be careful

when using them to restore a system. Keep in mind that these files reflect the particular

time a backup was made. The voice mail system is a dynamic, transaction-oriented

system. Any transactions that occurred after the last backup will be lost.

NOTE

The Shoreline Data\VMS directory and subdirectories also include all voice mail

greetings for each user.

Diagnostic and Troubleshooting Information

The ShoreTel system provides information about the operational status of the servers

and services, as well as diagnostic and troubleshooting tools to resolve an event or error

that might occur while the system is running or during installation.

Installer Logging

Some logging information can be gathered by the installer technology native to the

operating system. However, ShoreTel has added proprietary code that provides more

detail in the log files to assist you in troubleshooting software installation. This

proprietary code adds information about calls to the installer and return values from all

custom action functions invoked by the installer.

Log files are generated in the user profile temp directory and start with msi and end

with .log. We recommend sorting the directory if there are many log files or if there is

any doubt as to which log file to look at.