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CATALOGSHORETEL ADVANCEDAPPLICATIONS
OVERVIEWShoreTel offers a portfolio of software applications that deliver on the promise of unified communications (UC) by increasing return on investment of both the ShoreTel UC system and a customer’sexisting business applications. By tying organizational communications into core business processes,these innovative solutions help to increase employee productivity, shorten response times, encouragecollaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise.Packaged offerings include automated Call Recording, Emergency Notification, Active DirectoryImport, and Outbound Campaign IVR as well as add-ons for ShoreTel Workgroups and ContactCenter and integrations with Salesforce, Microsoft Dynamics CRM, Desk.com, Zendesk, Sage ACT!,NetSuite CRM, Copitrak, Equitrac, and many others. Software integration boosts organizationalproductivity and offers organizations crucial communication and safety benefits such as internalnotification when emergency calls are placed on the ShoreTel system.In addition to an expanding set of packaged solutions, ShoreTel offers custom software developmentservices to address unique business requirements and give organizations a competitive edge.Examples of custom capabilities include the ability to embed ShoreTel call control within otherapplications or to automatically harvest in-depth statistics using customer information. Both packagedand custom applications are available through authorized ShoreTel resellers and distributors.This catalog is intended for reference by ShoreTel Partners and provides an overview of currentlyavailable packaged and custom applications, highlighting benefits, target markets, and orderinginformation. For further information, contact the ShoreTel Advanced Applications organization via emailto AdvancedApps@shoretel.com (preferred) or by phone at 1 800-425-9385 x3331.ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTIONADVANCED UNIFIED COMMUNICATIONS Active Directory (AD) Import Application Multi-Super Group Application Application Dialer (“AppDialer”) Nuisance Call Handler Application BCA (Bridged Call Appearance) Call Hold Monitor Outbound Campaign IVR Application Call Recorder Phone Use Scheduler Application Call Router Schedule Based Routing (“On Call Router”) Application Caller Directed Router Site Router Application “Do Not Call” Integration Application (part of theCost Recovery Integration Application) System Directory Synchronization Application Transfer to Prompt Application Do Not Disturb (DND) Override Application Voice Forms IVR Application Emergency Notification Application Web Dialer Enhanced Paging ApplicationCRM & BUSINESS PROCESS INTEGRATIONCONTACT CENTER ACT! Integration Application Call Recorder AMS 360 Integration Application Cost Recovery Integration ApplicationContact Center Agent Activity Event Feed WebService Hospitality Connector Contact Center Agent Alert Jack Henry Symitar Screen Pop Contact Center Agent Dashboard LexisNexis Time Matters Integration Application Contact Center Email Alert Service Microsoft Dynamics CRM Integration Contact Center Instant Override Message NetSuite Integration Contact Center Interaction Viewer RightNow CRM Integration Shoretel for Desk.com ShoreTel for Salesforce ShoreTel for Salesforce Connector for ContactCenter IVRShoreTel for Salesforce Connector for ContactCenter IVR ShoreTel For Salesforce Call Reporting Service ShoreTel for Salesforce Call Reporting Service ShoreTel For Zendesk SEDC UtilityPOWERnet Connector Universal CRM Connector (aka “EasyPop”)Application ENHANCED REPORTINGShoretel for Zendesk ShoreTel Custom Reports ShoreTel Enhanced Reports ShoreTel Real-Time Workgroup Monitor Application ShoreTel Report Scheduler ApplicationShoreTel Advanced Applications Catalog
APPLICATIONS BY INDUSTRY VERTICALBANKS & CREDIT UNIONS Emergency Notification ApplicationEDUCATION Active Directory (AD) Import Application Do Not Disturb (DND) Override Application Emergency Notification Application Outbound Campaign IVR Application Phone Use Scheduler ApplicationHEALTH CARE Call Recorder Call Router Emergency Notification Application Outbound Campaign IVR Application Schedule Based Routing (“On Call Router”) Application Web DialerLAW FIRMS Cost Recovery Integration Application LexisNexis Time Matters Integration ApplicationShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION:Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL ACTIVE DIRECTORY (AD) IMPORTAPPLICATIONOverviewBenefits Auto synchronizes ShoreTel System Directory with Microsoft AD information Reduces manual work & Supports mixed PBX environments and facilitates user migration to thesaves operational costShoreTel system Easy look up and dialingamong users on all systems Keeps ShoreTel System Directory current with AD information Complete corporate directory from legacy systems available on phones andfrom Communicator Custom import & update for users in groups or batches Custom mapping between System Directory fields and LDAP Properties Test run option available Windows Event Log summary and Application Log of AD Imports and test runs Optional update of user group for ShoreTel users no longer in AD Optional import of non-ShoreTel users facilitates system migration scenarios Optional AD update with ShoreTel DIDs and extensionsTarget CustomersAll ShoreTel installed base and new customers INDUSTRY VERTICAL:Education ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL APPLICATION DIALER (“APPDIALER”)Overview Supports easy dialing from any Microsoft Windows application that supportsBenefits Lightweight, automatic, andgeneric “works everywhere”solution Extends ShoreTel’s reach tothe desktop“ ctrl C” copying of selected text Simply select phone number text, then press a hot key or click the AppDialer icon Compatible with Microsoft Office Applications such as Word, Outlook, Excel,and PowerPoint Allows individual users to optionally override Caller ID for their outgoing calls Client software loaded on user desktop machines User friendly – Keyboardcentric users can definetheir own hot keysTarget CustomersAny customer whose users want to click to call from their Windows desktopsShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL BCA (BRIDGED CALL APPEARANCE)CALL HOLD MONITORBenefits Ensures customer satisfac-tion by guaranteeing thatphone requests are handledpromptlyOverview Monitors BCA calls which have been on hold for more than a configured time Calls are transferred to a configurable destination when call hold time is exceeded Software only Application loaded onto ShoreTel Director or DVS server Ensures that no endcustomer is left on hold foran unreasonable length oftime Simple configuration Support for multiple BCAswithin a systemTarget Customers Retail environments where personnel serve both live customers and phone requests–– Auto Parts, Appliance centers–– Grocery Stores–– Department Stores Any customer who uses the Bridged CallAppearance featureShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL CALL RECORDEROverview Automatic recording of external calls continuing through call transfers and redirectionsBenefits Persistent call recording captures ‘cradle to grave’ caller interactions including those with IVRs,VoiceMail, Hunt Groups, Workgroups, and other extension types Cost-effective native Flexible Call Record Profiles to effectively record what needs to be recordedShoreTel pure-IPapplication User control of Save/No Save and Pause/Resume of call recording Pause/Resume support allows agent to not record sensitive information (e.g. customer credit card Facilitates organizationaltraining and operationalreviews for improvedcustomer service and fraudprevention Quick & easy call recordingretrievalnumber,) thereby facilitating PCI compliance Configurable Customer Stop Recording key Automatic storage in multiple file systems and/or multiple ShoreTel VoiceMail boxes Custom folder & file names in call recording archives Custom Subject: and From: fields in ShoreTel Voicemail box Web-based Recorder Player Configurations to help–– Convenient searching, downloading, and management of recordingscomply with national andlocal laws such as PCI DSSstandard Easy scaling andstrategic deployment tooptimize use of ShoreTelsystem resources–– Playback via phone or computer–– Player URL access allows recording links to be embedded within web basedapplications including Salesforce and Contact Center Interaction Vieweramong othersTarget CustomersAny customer for whom audio call recording, storage, and management is critical Single click Recordingplayback in context withother business data fromwithin Salesforce and otherapplications INDUSTRY VERTICAL:Healthcare ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL CALL ROUTEROverview System-wide application that distributes incoming calls to configured destinations based on ANIBenefits(Caller ID) or DNIS (Called Number) Supports routing based on domestic & international, fully flexible number formats Lightweight softwareapplication installed onShoreTel Director or anyDistributed (DVS) server Includes a ShoreTel Director-embedded*, password authenticated administrative interface forcreating routing rules Supports multiple route points hosting associated rule sets Calls with no caller ID, DNIS, or for which no match is found will be routed to a configured default Convenient ShoreTeldestinationDirector-integrated, webbased administration Note: This capability is distinct from Personal Call Handling controls allowing user control viaProfessional Call Manager Flexible rulesconfiguration* Director integration available with ShoreTel V9.2 and above; standalone webadministration provided for earlier releases.Target CustomersWide variety of businesses who want to automatically and efficiently direct incoming calls on asystem-wide basis INDUSTRY VERTICAL:Healthcare ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL CALLER DIRECTED ROUTEROverview Server application that distributes incoming calls based on caller input (e.g. account code, zip codeBenefits Lightweight softwareapplication installed onShoreTel HQ or anyDVS server Convenient web-basedadministration embeddedwithin ShoreTelDirector-Application (ST9.2& above)and others) Input code can be of fixed or variable length Includes a web based, password authenticated administrative interface for creating rules table andconfiguring code gathering IVR behavior Calls with no matching input code will be routed to a configured default destinationTarget CustomersWide variety of businesses who want to automatically and efficiently direct incoming calls based oncaller input Flexible rules and IVRconfiguration and built-inrules test mode Application is associatedwith a Route Point extension; calls are routed to thisextension using standardsystem facilities Codes passed as callproperties to supportdesktop integration Implements multiple speeddial lists for internal users Multi-lingual SupportShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL “DO NOT CALL” INTEGRATIONAPPLICATION (PART OF THE COST RECOVERYINTEGRATION APPLICATION)Benefits Automatic screening andblocking of calls in real-time Customer directly controlsDNC database Subscribers individuallyconfigured for one or both ofCall Blocking and CallCoding Maintains detailed log ofDNC blocking events forlater review & analysisOverview Automatic, reliable blocking of outbound calls to designated phone numbers Real-time Connection to customer provided Do Not Call (DNC) data DNC enforcement is combined with call coding capabilities of ShoreTel Cost Recovery Integration Integration with customer maintained database Solution replaces built-in ShoreTel Account Code Feature Software only Application loaded onto ShoreTel Director serverTarget Customers Any company involved with outbound calling campaigns Businesses dependent upon cost-effective outbound marketing–– CC fines retroactive and prohibitively steep–– Fee avoidance ROI easily demonstrableShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL DO NOT DISTURB (DND)OVERRIDE APPLICATIONOverviewBenefits Allows phones in DND or forwarded modes (e.g. “In a Meeting”) to be called Natural pair forShoreTel CHM Schedule Application Caller must use special dialing technique to activate Software only Application loaded onto ShoreTel Director or DVS serverTarget Customers Fully automatic – Onceinstalled, application runscontinuously in background Natural fit for customers (e.g. K-12 schools) who purchase CHM Schedule Application Any customer who desires the ability to communicate instantly and privately (i.e. notvia intercom) with employees regardless of phone mode Special dialingtechnique can be sharedwith limited group ofcompany personnel Dialing technique simpleand configurable Configurable no answertimeout before caller will betransferred to called party’svoicemail box Calls must be made from aShoreTel IP phone INDUSTRY VERTICAL:Education ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL EMERGENCY NOTIFICATIONAPPLICATIONOverviewBenefits Generates audible desktop alerts & phone calls when an emergency or less urgent “code blue” call Increase oversight andis detectedcommunication Supports site-specific alerting for geographically dispersed businesses–– Communicate in real-timeusing built-in clientmessaging–– Alert Screens prompt foracknowledgement Supports country-specific and multiple external emergency numbers Alerts include name and extension as well as site and physical location Allows key company personnel to communicate in real-time Creates an integrated call log of code blue and emergency related activitiesTarget Customers Obtain a comprehensiveBusinesses and organizations who want to coordinate in-house response during critical and emergency situationsactivity log–– All activity isintegrated into a singleevent log Campus Settings – Schools, corporate campuses, manufacturing plants, military bases, motels Widely distributed environments – Airports, amusement parks, convention centers, high-rise–– Use the log for legalreference, public relationsactivities, safety training,and policy managementapartments or hotels Healthcare – Nursing homes, retirement facilities, clinicsINDUSTRY VERTICAL:Banks & CreditUnions INDUSTRY VERTICAL:EducationINDUSTRY VERTICAL:Healthcare ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL ENHANCED PAGING APPLICATIONOverview Paging solution that offers alternative to built-in ShoreTel pagingBenefits Distributed solution, allows for intra-site paging to reduce WAN traffic Convenient web-based Supports “Forced” & “Optional” modes for emergency vs. informational purposesadministration for setting uppaging groups Support for “super groups”containing multiple individualgroups Includes Text Paging to user telephone displaysTarget Customers Large multi-site companies for whom paging in critical situations is important Customers concerned about WAN usage Automatic call throttling Paging calls sent out inbatches to groups with morethan 100 members Forced mode puts anyexisting call on hold andconnects to user toplay page Text pages of up to 4000characters entered via web& sent to selected groups Textual page causes audio‘beep’ and lit display onuser’s ShoreTel phoneShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL MULTI-SUPER GROUP APPLICATIONOverview Allows more than 16 phones (up to 100) to simultaneously ring in response to an inbound callBenefits Fills competitive gap with acommon legacy feature Phone displays presentRoute Point name andcalling party number Phones will ring until configurable timeout period expires then transfer callerto VoiceMail Software only Application loaded onto ShoreTel Director or DVS serverTarget CustomersAny environment in which traditional multi-phone ringing behavior is desirable Phone display example:“House Phone –(401) 333-8888” Simple configurationShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL NUISANCE CALL HANDLERAPPLICATIONBenefits Lightweight softwareapplication installed onShoreTel Director or anyDVS server Convenient web-basedadministrationOverview Call monitoring application that blocks incoming calls to specified extensions and work/hunt groupsfrom designated phone numbers Calls from blocked numbers are automatically disconnected or transferred to specified destinations Calls with no caller ID are redirected to a voicemail box with recorded message Application is loaded onto ShoreTel Director or DVS server and continuously monitors all extensionsTarget CustomersWide variety of businesses whose employees are interrupted by nuisance callsShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL OUTBOUND CAMPAIGN IVRAPPLICATIONOverviewBenefits Allows creation of automated calling campaigns for variety of purposes Efficient and accuratecustomer care with minimalresources Flexible Interactive–– Simple Announcements with static, pre-scripted messages–– Scripted Announcements with dynamic flows and contents pre-programmed for customerinteractions Introduction and transfer to queue with associated desktop integrationNotification offering Graphical UI & Powerful Scripting to create campaigns with pre-recorded voice prompts and/or Wide Variety oftext-to-speech promptsaudiences: Medical Offices,Utilities, Schools,Government Launches campaigns manually, or automatically as pre-scheduled Distributed architecture for easy scaling and strategic deployment across the ShoreTel systemExamples Software only – Leverages Appointment reminders “You have an appointment on May 12th with Dr. Kelly. Press 1 to confirm orexisting ShoreTel systemresourcespress 2 to be connected to our office to re-schedule.” Financial Transactions: “Your electric bill is 3 days overdue. Your last payment was made on Works equally well withDecember 16th in the amount of 176.48. Press 1 to make a payment using our automated systemor press 2 to speak to an agent.”ShoreTel Workgroup andContact Centerdeployments Community Reminders, School Snow Days Customers easily createSophisticated InteractiveCall Flows INDUSTRY VERTICAL:EducationINDUSTRY VERTICAL:Healthcare ShoreTel Advanced Applications Catalog
APPLICATIONS BY FUNCTION: Advanced UnifiedCommunications CRM & BusinessProcess IntegrationContactCenterEnhancedReportingSHORETEL PHONE USE SCHEDULERA
Packaged offerings include automated Call Recording, Emergency Notification, Active Directory Import, and Outbound Campaign IVR as well as add-ons for ShoreTel Workgroups and Contact Center and integrations with Salesfor
