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FOR SHORETEL CHAMPION PARTNERSShoreTel Contact CenterWorkgroups vs. ECC 9FeaturesWorkgroupEnterpriseContact Center 9GENERAL SYSTEM OVERVIEWInformal ACD GroupsMedium to Large EnterpriseInbound and Outbound ACDMulti-Media Contact CentersDistributed IP Communications PlatformYesYesUniversal QueueNoYesGraphical User Interfaces (GUI)YesYesGraphical Real-Time Displays (RTD)YesYesIntegrated onShoreWare ServerWindows Server 2008 32-bit (SP2),Windows Server 2008 R2 64-bit,Windows Server 2012Windows XP, Vista,Windows 7 (32, 64 bit)Agents and Supervisors: VistaBusiness (32-bit version only) (SP2),Windows 7 (32-bit and 64-bit)versions, Windows 8 (32-bit and 64bit) versions. Agents only: CitrixXenapps 5, 6, and 6.5Wav, 8 kHz, MonoWav, 8 kHz, MonoVia Double Take ApplicationYesGeographical survivabilityNoYesScheduled Database BackupsNoYesTargeted SolutionsServer Operating SystemSupported Client PlatformsAnnouncements FormatRedundancy - Failover and RecoverySYSTEM CAPACITIESMaximum Live Agent Positions3001000Maximum Configured Agents3002000Active Supervisors / Server128100Unlimited100025625630016 Simultaneous Ring1000 ActiveMaximum Number of Groups Agent can Belong to12864Maximum Number of SkillsN/A256Wrap-up Codes (Call Coding)NoYes - 512Announcement Per ServiceFiveOne MandatoryOne FirstTwenty Secondary(Announcements or Scripts)Configured Supervisors / ServerNumber of Agent Groups SupportedMaximum Number of Agents Per Group 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

Maximum IVR Ports/Server254254Maximum Calls in Queue/Server254254Wall Boards Supported (Chained)0Up to 16 Wall BoardsMaximum DNIS routes3001500Maximum Release CodesN/A512Maximum Simultaneous Email Interactions per AgentN/A99Maximum Simultaneous Web Chat Interactions per AgentN/A99Maximum Simultaneous Interactions per AgentN/A200MEDIA SUPPORTInbound - VoiceYesYesOutbound - VoiceNo Scheduled Callback Abandoned Callback Web Callback Campaigns (Dial from List)Web ChatNoOptionalE-mailNoOptional (IMAP)Multiple Interactions per agentNoYesInbound OnlyInboundChatE-mailVoicemailYesYesWeb CallbackNoYesSkills Based RoutingNoYesMaximum Number of Defined SkillsN/AUnlimitedSkills Group RoutingNoYesPersonal Agent QueueingNoYes - 1000 queuesRoute to last agentNoYes - Database lookupsSet Personal CallbacksNoYesAgent Priority Based RoutingNoYesService Level Based RoutingNoYesIdentity Routing (By Caller ID or CRM)NoYesANI or Geography Based RoutingNoYes Longest Idle Round Robin (Circular) Top Down (Terminal) Simultaneous Longest Idle Best Skill Fit Round Robin (Circular) Top Down (Terminal)YesYesHoliday RoutingFlexible, Scheduled Based RoutingTwo ShiftsFlexible, Scheduled Based RoutingNoSQL Databases by ODBC orStored ProceduresCall BlendingROUTINGAgent Search CriteriaRouting by DNISRouting by Type of DayRouting by Time of Day (Schedule)CRM Based Routing 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

Overflow on WaitYes Yes, Multi Level Multiple GroupsInterflow on WaitYesActual WaitPredictive Wait (Statistical)Route on No Agent DestinationYesYesAttach custom data to call (captured in CCIR call record)NoYesAGENT APPLICATIONS AND CAPABILITIES ShoreWare Agent Call Manager Queue MonitorAgent Tool BarShoreTel Communicator (Personal,Professional, workgroup agent)Desktop Wall BoardAgent LogsQueued CallsCall Status* ShoreTel WEB Agent Dashboard1200Yes when using eitherShoreTel UC ConferencingSA-100/SA-400orMicrosoft OCS/Lync IntegrationYes when using eitherShoreTel UC ConferencingSA-100/SA-400orMicrosoft OCS/Lync IntegrationAgents Telephony PresenceYesYesWindow CustomizationNoYes (If Allowed)Calls in Queue DisplayYesYesPick Call From QueueYesYes (If Allowed)Previous Call Log DisplayYesYesProgrammable ButtonsYesYesPhone Only Mode SupportedYesYesClass of Service Based Window / Feature AccessNoYesYes - Audio AlsoYes - Wall BoardNoYes (If Allowed)OutlookTAPI (ANI or DNIS)Agent: DDE/ActiveX/Triggers/URLOutlookTAPI (ANI or DNIS)By All GroupsBy Group List OrderBy All GroupsBy Service LevelBy Longest Wait TimeBy Longest Wait TimeBy PriorityBy Best Skill FitAgent ApplicationsMaximum number of concurrent interactions (for one agent)Agents Online Presence and Instant MessagingGraphical Threshold AlertsIndividual Group LoginCRM Screen PopAnswer Strategy: Group SelectAnswer Strategy: Call SelectAvailable Agent aseRelease (w/ Reason Code)Integrated Web ChatNoYes - Optional LicenseChat Response TreeNoYes - Optional License 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

Exit Controlled Wrap-Up EarlyYesYesManually Extend Wrap-Up TimeNoYes (If Allowed)Wrap Up CodesNoYesForced Wrap Up CodesNoYesMultiple Wrap Up Codes per TransactionNoYesRelease CodesNoYesGroup Name displayed on phone for alerting callsYesNoPhone-based Agent Login / Logout / Wrap CodeYesNoREAL TIME SUPERVISORY / MIS APPLICATION CAPABILITIES ShoreWare Supervisor CallManager Queue Monitor Agent Monitor Agent Manager Wall Board Director Contact Center Interaction ViewerControl rights of Supervisors, Group SupervisorsNoYesWindow CustomizationNoYes (If Allowed)Yes - Audio AlsoYes - Audio alsoYesYesYes - LimitedYesSupervisor ApplicationsGraphical Threshold AlertsCall Information DisplayReal-time Statistics (Supervisor)Historical ReportsBasicYes (If Allowed)Wall Board ManagementNoYes (If Allowed)Desktop WallboardNoYesVisual AlertsYesYesAgents Status and ActivityLog in StatusCurrent Call StatusYesGroup Status and StatisticsCustom PackageYesAgents Requiring Help NotificationNoYesAgent Login/Logout Status / ControlYesYes - Logged in Agents OnlyCannot Log Out of Last GroupSilent MonitorYesYesWhisperYesYesBarge inYesYesBasicBasicNo - Only ShoreWare DirectorYes (If Allowed)Supervisor OptionsMonitor OnlyMonitor OnlyMonitor Only Application AccessAgent MonitorAdministrator LevelReal-time Reports / Agent ControlAdministrator Application AccessN/A Agent Manager Contact Center Director Historical Reporting Wall Board DirectorSupervisor Controlled RecordingContact Center Configuration 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

REAL TIME AND HISTORICAL REPORTSBuilt in Reports GeneratorYesYesAutomatic Reports SchedulerNoxls, csv, pdf, emf, htmemail Scheduled ReportNoYesPrint Scheduled ReportNoYesInbound VoiceInbound VoiceExport Data Multiple FormatsYesYesPre-defined ReportsYesYesAdd/Remove Report ColumnsNoYesCreate New Calculated FieldsNoYesPublic/Personal ReportsNoYesPeriodical (Non-Continuous) ReportsNoYesFilter Report Results by Agent/GroupYesYesReal TimeOne SecondNoYesStore interaction DataDefault Refresh RateAdjustable Refresh RateAuto-Adjustable Refresh Rate Based on Network PerformanceNoYesTabularTabular, GraphicalPublic/Personal Reports ManagementNoYesGroup Sliding Interval StatisticsNoYesSuper Group Status and StatisticsNoYesSuper Group Sliding Interval StatisticsNoYesGroup Calls in Queue StatusYesYesGroup Queue Service Time StatisticsNoYesDNIS Status and StatisticsNoYesGroup Staffing StatusNoYesGroup Overflow/Interflow ReportsNoYesDaily and Hourly StatisticsNoYesOutbound Status/Statistical ReportsNoYesIVR Application Status and StatisticsNoYesMailbox Queue Status and StatisticsNoYesAgent Performance ReportsYesYesGroup Performance ReportsYesYesSuper Groups Performance ReportsNoYesStaffing ReportsNoYesACD Call Distribution ReportsYesYesCustom PackageYesWrap Up Code ReportsNoYesANI Domain ReportsNoYesIVR Applications ReportsNoYesOutbound ReportsNoYesDNIS ReportsNoYesAvailable Report FormatsAbandoned Calls Reports 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

Trunk ReportsYesYesAgent Activity ReportsCustom PackageYesService Level ReportsCustom PackageYesYesYesMay impact system performanceNo system impactDetailed Interaction ViewsRun reports during business hoursWALLBOARD APPLICATIONWall Board SupportQueue Monitor OnlyYesNoYesQueue MonitorYesCombined Messages (Text & Stats)NoYesScheduled Pop-Up MessagesNoYesQueue MonitorYesMax Messages on ScenarioNoUnlimitedAutomatic Configuration BackupNoYesText MessagesReal Time Statistical InformationSystem AlarmsTHIRD PARTY APPLICATIONS INTEGRATIONOutlookClient Based (TAPI) Outlook Client Based (TAPI) (DDE, ActiveX, Triggers)Database IntegrationNo Yes - Select, Insert, Update andDelete operations. Supports SQL stored procedures.Supported Databases mySQL, Oracle, MSSqlWorkforce Management (Historical)NoThird Party OptionNoThird Party Option (via RTA eventFeed)MenusFully FeaturedScreen POPReal Time AdherenceIntegrated IVR Call Control ScriptsGRAPHICAL SCRIPT EDITORGraphical Script EditorNoYesAnnounce Place in QueueNoYesAnnounce Wait TimeYesYesAnnounce NumbersNoYesBranch to ScriptNoYesChange Call Profile (Skills, Priority)NoYesCollect Callback InfoNoYesCustomer QueryNoYesDial DigitsNoYesFactory HookNoYesGet DigitsNoYesHang UpNoYesLogic SwitchNoYesLogin PrimaryNoYesLogout PrimaryNoYes 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

MenuYesYesOverflowNoYesPlay Callback FileNoYesPlay FileYesYesReleaseNoYesResumeNoYesSend MessageNoYesSend PageNoYesSQL ConnectNoYesSQL ExecuteNoYesSQL sGet Next RecordNoYesIncrease / DecreaseNoYesIVR Application StartNoYesIVR Application EndNoYesIntegrated IVR ApplicationPlay Message to CallersYesYesPlay Music to CallersYesThrough .wav fileSystem wide stream, per callerstream, play from startMusic on Hold OptionsLanguages SupportedExternalEnglish (US, UK), Spanish(Spain, Mexican), French(France), German, Swedish,Italian, Danish, DutchEnglish (US, UK), Spanish (Spain,Mexican), French (France), German,Arabic (UAE), Swedish, ItalianCapture and Process DTMF inputYesYesAutomated Attendant SupportYesYesNumber, Dates, Currency to SpeechNoYesDigit InputNoVariable or fixed digitsAutomatic configuration for timeouts, retriesNoYesLogical Operations SupportNo , , , , Integrated Self Service Application SupportNoYesIVR Application ReportsDatabase Integration (ODBC)NoNoYes Yes - Select, Insert, Update andDelete operations. Supports SQL stored procedures.Supported Databases mySQL, Oracle, MSSqlThird Party IVR applications (eg, Payment Solutions)NoYes (Pro Services) 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

Outbound DialerIntegrated DialerNoYesOutbound Campaign TypesCustom Package Leave VoiceMail onlyPreviewProgressiveCampaigns without AgentsCustom Package Leave VoiceMail onlyCustom Package Leave VoiceMail onlyDialing Lists SupportedCustom Package - CSVLists from ODBC compliantdatabase Yes - Select, Insert, Update andDelete operations. Supports SQL stored procedures.Supported Databases mySQL, Oracle, MSSqlDatabase Integration (ODBC)NoDo Not Call List supportNoYesRead multiple phones number for every name in listNoYesConfigurable retries on failureNoYesWrite back to database on successNoYesWrite back to database on failureNoYesPlay announcement before transfer to agentNoYesConfigurable dial list importBlend inbound and outbound callsNoNoYes (automatic, manual) Calls in queue Target Service Factor Average Wait TimePresent custom outbound Caller ID per campaignNoYesReal Time Campaign Status ReportNoYesAutomatically schedule campaignsNoYesMultiple time zone supportNoYes 2014 ShoreTel, Inc. All rights reserved. For ShoreTel Champion Partner/Authorized Distributor use only. Not for publication.

Call Status * ShoreTel WEB Agent Dashboard Maximum number of concurrent interactions (for one agent) 1 200 Agents Online Presence and Instant Messaging Yes when using either ShoreTel UC Conferencing SA-100/SA-400 or Microsoft OCS/Lync Integration Yes when using either ShoreTel UC Conferencing SA-100/SA-400 orFile Size: 269KB