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CATALOGIntegrated ApplicationsSHORETEL PROFESSIONAL SERVICES
OverviewShoreTel offers a portfolio of software applications that deliver on the promise of unifiedcommunications (UC) and help increase the return on investment from both the ShoreTelUC system and the customer’s existing business applications. By effectively integratingwith current business processes, these applications can help increase employeeproductivity, shorten response times, encourage collaboration, and improve customersatisfaction.Packaged offerings include integrations with Salesforce.com, Microsoft Dynamics CRM,NetSuite CRM, Copitrak, Equitrac, and many others. Software integration also makes itpossible to offer organizations crucial communication and safety benefits, for instanceinternal notification when an emergency call is placed on the ShoreTel system.In addition to an expanding set of packaged solutions, ShoreTel offers custom softwaredevelopment services to help address unique business requirements and giveorganizations a competitive edge. Examples of custom capabilities include the abilityto embed ShoreTel call control within other applications or to automatically harvest indepth statistics using customer information. Both packaged and custom applications areavailable through an authorized ShoreTel reseller or distributor.This catalog provides an overview of currently available packaged and customapplications, highlighting benefits, target markets, and ordering information. Please notethat the information contained within this document is intended for Partner reference useonly. Pricing is available and updated regularly in the Quote Management System (QMS)and in the Quote Tool located on ShoreTel’s partner website at: http://partners.shoretel.com/manage/. For further information contact ShoreTel Professional Services via phoneat 1 800-425-9385 x3331 or email to professionalservices@shoretel.com.ShoreTel Integrated Applications CatalogPAGE 2
Table of ContentsACT! Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4AMS 360 Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Application Dialer (“AppDialer”) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6AS/400 Connector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7BCA (Bridged Call Appearance) Call Hold Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Call Compliance TeleblockTM “Do Not Call” Database Integration . . . . . . . . . . . . . . . 9Call Handling Mode (CHM) Override Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Call Handling Mode (CHM) Schedule Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Call Quality Monitoring Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Call Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Call Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Call Me Now Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Caller Directed Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Contact Center Agent Activity Event Feed Web Service . . . . . . . . . . . . . . . . . . . . . . 17Contact Center Agent Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Contact Center Agent Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Contact Center Instant Override Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Contact Center Interaction Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Cost Recovery Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Emergency Notification Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Enhanced Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Enhanced Paging Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Enhanced Workgroup Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Hospitality Connector for DuVoice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Interactive Voice Response (IVR) Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29LexisNexis Time Matters Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Microsoft Dynamics CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31NetSuite Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Nuisance and Junk FAX Call Handler Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Outbound Campaign IVR Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Real-Time Workgroup Monitor Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Report Scheduler Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36RightNowTM CRM Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Salesforce.comTM Call Center Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Schedule Based Routing (“On Call Router”) Application . . . . . . . . . . . . . . . . . . . . . . . 39SEDC UtilityPOWERnet Connector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Site Router Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Super Group Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42System Directory Synchronization Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Universal CRM Connector (aka “EasyPop”) Application . . . . . . . . . . . . . . . . . . . . . . . . 44User Group Schedule Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Voice Forms IVR Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Web Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47ShoreTel Integrated Applications CatalogPAGE 3
ShoreTel ACT! Integration ApplicationOverviewUÊ-VÀii Ê* «Ê Ìi}À Ì ÊÌ Ê- }iÊ /tÊUÊ- }iÊ /tÊ ÃÊ ÊVÕÃÌ iÀÉV Ì VÌÊ }i i ÌÊÃÞÃÌi UÊ- Ài/i Ê«À Û iÃÊ ÊvÕ ÞÊV w}ÕÀ L iÊ iÀÊ ÊL Ãi Ê Ã« ÞÊ vÊ iÞÊVÕÃÌ iÀÊinformationUÊ- Ài/i Ê Ì VÌÊ* «Õ«Ê ë ÞÃÊ v À Ì Êi i i ÌÃÊ ÃÊ Þ«iÀ i ÊvÕ VÌ ÃÊ- Contact, Company, Website- Current Opportunities & Activities, Recent History and Notes- Address: Triggers browser window to display map of mailing addressUÊ1ÃiÀÊV w}ÕÀ L iÊ «Ì ÃÊv ÀÊVÕÃÌ â }ÊV Ìi ÌÃÊ vÊ- Ài/i Ê* «Õ«UÊ ÀÊV }Ê vÊÌiÝÌÊ ÊL V }À Õ Ê V ÌiÃÊV Ì VÌÊÌÞ«iÊ *À ëiVÌ]Ê ÕÃÌ iÀ]ÊEmployee, Family, Friend)UÊ* « Õ«Ê V Õ iÃÊi Li i ÊV ÊV ÌÀ ÊqÊ ÃÜiÀ]Ê/À ÃviÀÊÜ Ì ÊÀi Ì iÊ Ìi]ÊDisconnectUÊ ÕÃÌ Ê- Ài/i Ê ÊV ÌÀ ÊLÕÌÌ Êi Li i ÊÜ Ì Ê /tUÊ i ÌÊà vÌÜ ÀiÊ i Ê ÊÕÃiÀÊ iÃ Ì «Ê V iÃÊUÊ « Ì L iÊÜ Ì Ê /tÊÌ V ÊV i ÌÊ ÌÊLÀ ÜÃiÀÊL Ãi ÊÛiÀà BenefitsUÊ, V ÞÊvi ÌÕÀi Ê Ìi}À Ì Êv ÀÊÜ iÊÛ À iÌÞÊ vÊVÕÃÌ iÀÃUÊ VÀi ÃiÃÊ«À ÕVÌ Û ÌÞÊEÊi ViÃÊVÕÃÌ iÀÊÃiÀÛ ViÊ iÛi ÃUÊ1ÃiÀÊvÀ i ÞÊqÊ « ÞiiÃÊi ÞÊ Û Õ ÊV ÌÀ Ê ÛiÀÊ «« V Ì ÊLi Û ÀTarget CustomersUÊÊ ÞÊVÕÃÌ iÀÊÀÕ }Ê- }iÊ /tÊ iÃ Ì «ÊV i ÌÊÛiÀà ShoreTel Integrated Applications CatalogPAGE 4
ShoreTel AMS 360 Integration Application OverviewUÊ-VÀii Ê* «Ê Ìi}À Ì ÊÌ Ê6iÀÌ v ÀiÊ -ÊÎÈäUÊ -ÊÎÈäÊ ÃÊ Ê vwViÊ }i i ÌÊÃÞÃÌi Êv ÀÊ i«i i ÌÊ ÃÕÀ ViÊ }i V iÃUÊ- Ài/i Ê«À Û iÃÊ Ê iÀÊ ÊL Ãi Ê Ã« ÞÊ vÊ iÞÊVÕÃÌ iÀÊ v À Ì UÊ iÞÊ v À Ì Êi i i ÌÃÊ ÀiÊ Þ«iÀ i ÊvÕ VÌ Ã\ Ê VV Õ ÌÊ Õ iÀ\Ê/À }}iÀÃÊ -ÊÎÈäÊÌ Ê Ã« ÞÊVÕÃÌ iÀÊÀiV À - Address: Triggers browser window to display map of mailing addressUÊ1ÃiÀÊV w}ÕÀ L iÊ «Ì ÃÊv ÀÊÃ Ü }Ê ÃÊÌ Ê VÌ ÛiÊ* V iÃÊ É ÀÊ1 V « iÌi ÊSuspense ItemsUÊ ÀÊV }Ê vÊÌiÝÌÊ ÊL V }À Õ Ê } } ÌÃÊVÕÃÌ iÀÊÌÞ«iÊUÊ* « Õ«Ê V Õ iÃÊi Li i ÊV ÊV ÌÀ ÊqÊ ÃÜiÀ]Ê/À ÃviÀÊÜ Ì ÊÀi Ì iÊ Ìi]ÊDisconnectUÊ i ÌÊà vÌÜ ÀiÊ i Ê ÊÕÃiÀÊ iÃ Ì «Ê V iÃÊBenefitsUÊ/ } ÌÊEÊÀ V ÞÊvi ÌÕÀi Ê Ìi}À Ì Ê ià } i ÊiÝ«ÀiÃà ÞÊv ÀÊ ÃÕÀ ViÊ }i V iÃUÊ VÀi ÃiÃÊ«À ÕVÌ Û ÌÞÊEÊi ViÃÊVÕÃÌ iÀÊÃiÀÛ ViÊ iÛi ÃUÊ1ÃiÀÊvÀ i ÞÊqÊ « ÞiiÃÊi ÞÊ Û Õ ÊV ÌÀ Ê ÛiÀÊ «« V Ì ÊLi Û ÀTarget CustomersUÊ Ê i«i i ÌÊ ÃÕÀ ViÊ }i V iÃÊ À iÀà ÊÕà }Ê6iÀÌ v ÀiÊ -ÊÎÈäShoreTel Integrated Applications CatalogPAGE 5
ShoreTel Application Dialer (“AppDialer”) OverviewUÊ-Õ«« ÀÌÃÊi ÃÞÊ }ÊvÀ Ê ÞÊ VÀ à vÌÊ7 ÜÃÊ «« V Ì UÊ- « ÞÊÃi iVÌÊ« iÊ Õ LiÀÊÌiÝÌ]ÊÌ i Ê«ÀiÃÃÊ Ê ÌÊ iÞÊ ÀÊV V ÊÌ iÊ «« iÀÊ V ÊUÊ « Ì L iÊÜ Ì Ê VÀ à vÌÊ"vwViÊ «« V Ì ÃÊÃÕV Ê ÃÊ7 À ]Ê"ÕÌ ]Ê ÝVi ]Ê ÊPowerPointUÊ À ÞÊ «« V L iÊà ÕÌ Êv ÀÊ }ÊvÀ Ê ÞÊÎÀ Ê« ÀÌÞÊ «« V Ì U Allows individual users to optionally override Caller ID for their outgoing callsUÊClient software loaded on user desktop machinesBenefitsUÊ } ÌÜi } Ì]Ê ÕÌ Ì V]Ê Ê}i iÀ V漆 À ÃÊiÛiÀÞÜ iÀi»Êà ÕÌ ÊUÊ ÝÌi ÃÊ- Ài/i ½ÃÊÀi V ÊÌ ÊÌ iÊ iÃ Ì «UÊ1ÃiÀÊvÀ i ÞÊqÊ iÞL À ÊVi ÌÀ VÊÕÃiÀÃÊV Ê iw iÊÌ i ÀÊ Ü Ê ÌÊ iÞÃTarget CustomersUÊ ÞÊVÕÃÌ iÀÊÜ ÃiÊÕÃiÀÃÊÜ ÌÊÌ ÊV V ÊÌ ÊV ÊvÀ ÊÌ i ÀÊ7 ÜÃÊ iÃ Ì «ÃShoreTel Integrated Applications CatalogPAGE 6
AS/400 ConnectorAS/400 system integration represents a practice area specialty for ShoreTel ProfessionalServices: We have delivered AS/400-based integration solutions in the past and canleverage that experience to provide economical solutions going forward. New customerÀiµÕiÃÌÃÊÜ ÊLiÊÌÀi Ìi Ê ÃÊVÕÃÌ Ê«À iVÌÃÊÀiµÕ À }Êà iÊL à VÊ ÃV ÛiÀÞÊ Ê Êstatement of work document. The goal will be to leverage existing software to the largestextent possible, thereby containing costs.OverviewUÊ-VÀii « «Ê vÊVÕÃÌ iÀÊ v À Ì ÊL Ãi Ê Ê iÀÊ Ê UÊ ÃÞ* «Ê ÀÊ Ì VÌÊ i ÌiÀÊ }i ÌÊ/ L ÀÊ ÕÃÌÊLiÊV w}ÕÀi ÊÌ ÊÀÕ ÊÌ iÊ «« V Ì Êwhen a new call arrives or is answeredUÊ1Ì âiÃÊ Ê i V Ìi Ê -É{ääÊÌiÀ Êi Õ Ì ÀÊÃiÃà ÊUÊ-i ÃÊ iÞÃÌÀ iÃÊÌ ÊÌ iÊi Õ Ì ÀÊÌ ÊÃi ÀV Êv ÀÊ Ê ÌV }ÊÀiV À UÊ,iµÕ ÀiÃÊ « i i Ì Ì Ê vÊ ÊVÕÃÌ Ê -É{ääÊV ÊÌ ÊÃi ÀV Êv ÀÊ UÊ «« V Ì Ê ÃÊ ÃÌ i Ê ÊÌ iÊV i ÌÊ* Ê ÀÊ Ê Ê ÌÀ ÝÊ ÀÊ7/-ÊÃiÀÛiÀBenefitsUÊ Õ V ÞÊ VViÃÃÊVÕÃÌ iÀÊ v À Ì ÊÜ i Ê ÊV Ê ÀÀ ÛiÃUÊ*iÀà âi ÊV Ê }Target CustomersUÊ ÕÃÌ iÀÃÊ ià À }Ê- Ài/i Ê Ìi}À Ì ÊÜ Ì ÊÌ i ÀÊ -É{ääÊÃÞÃÌi ShoreTel Integrated Applications CatalogPAGE 7
BCA (Bridged Call Appearance) Call Hold MonitorOverviewUÊ Ì ÀÃÊ ÊV ÃÊÜ V Ê ÛiÊLii Ê Ê Êv ÀÊ ÀiÊÌ Ê ÊV w}ÕÀi ÊÌ iUÊ ÃÊ ÀiÊÌÀ ÃviÀÀi ÊÌ Ê ÊV w}ÕÀ L iÊ iÃÌ Ì ÊÜ i ÊV Ê ÊÌ iÊ ÃÊiÝVii i UÊ- vÌÜ ÀiÊ ÞÊ «« V Ì Ê i Ê Ì Ê- Ài/i Ê ÀiVÌ ÀÊ ÀÊ 6-ÊÃiÀÛiÀÊBenefitsUÊ ÃÕÀiÃÊVÕÃÌ iÀÊÃ Ì Ãv VÌ ÊLÞÊ}Õ À Ìii }ÊÌ ÌÊ« iÊÀiµÕiÃÌÃÊ ÀiÊ i ÊpromptlyUÊ ÃÕÀiÃÊÌ ÌÊ Êi ÊVÕÃÌ iÀÊ ÃÊ ivÌÊ Ê Êv ÀÊ ÊÕ Ài à L iÊ i }Ì Ê vÊÌ iÊUÊ- « iÊV w}ÕÀ Ì ÊUÊ-Õ«« ÀÌÊv ÀÊ Õ Ì « iÊ ÃÊÜ Ì Ê ÊÃÞÃÌi Target CustomersUÊ,iÌ Êi Û À i ÌÃÊÜ iÀiÊ«iÀà i ÊÃiÀÛiÊL Ì Ê ÛiÊVÕÃÌ iÀÃÊ Ê« iÊÀiµÕiÃÌÃÊ- Auto Parts, Appliance centers- Grocery Stores- Department StoresUÊ ÞÊVÕÃÌ iÀÊÜ ÊÕÃiÃÊÌ iÊ À }i Ê Ê ««i À ViÊvi ÌÕÀiÊShoreTel Integrated Applications CatalogPAGE 8
Call Compliance Teleblock “Do Not Call” Database IntegrationOverviewUÊ,i Ì iÊ iVÌ ÊÌ ÊÕ« Ì ÌiÊ Ê ÌÊ Ê Ê Õ LiÀÊ Ì UÊÊi v ÀVi i ÌÊ ÃÊV L i ÊÜ Ì ÊV ÊV }ÊV « L Ì iÃÊ vÊ- Ài/i Ê ÃÌÊ,iV ÛiÀÞÊIntegrationUÊ-i iÃÃÊ Ìi}À Ì ÊÜ Ì Ê ÃÌi ÊÃÞÃÌi \ÊÊ ÌÌ«\ÉÉÜÜÜ V V « Vi V É«À ÕVÌÃÉteleblock.htmlUÊ- ÕÌ ÊÀi« ViÃÊLÕ Ì Ê- Ài/i Ê VV Õ ÌÊ iÊ i ÌÕÀiUÊ- vÌÜ ÀiÊ ÞÊ «« V Ì Ê i Ê Ì Ê- Ài/i Ê ÀiVÌ ÀÊÃiÀÛiÀÊBenefitsUÊ ÕÌ Ì VÊÃVÀii }Ê ÊL V }Ê vÊV ÃÊ ÊÀi Ì iUÊ/i iL V Ê Ì L ÃiÊ Ü ÞÃÊÕ«ÊÌ Ê ÌiUÊ/i iL V ÊV Ì ÃÊ Ê Û L iÊvi iÀ ]ÊÃÌ Ìi]ÊÜ Ài iÃÃ]ÊÎÀ Ê« ÀÌÞ]Ê Ê Ê ÕÃiÊÊ ÃÌÃUÊ Ê « ViÊ/i iL V / ÊÃÞÃÌi Ê ÃÊ Ì Ê i iÀ]Ê« Ìi Ìi ]Ê Ê Õ Ì Ü À ÊwinningUÊ-Õ«« ÀÌÊv ÀÊà } iÊLÕÌÌ ÊºV ÊÌ }} }»ÊÜ i Ê ÊÕÃiÀÊi V Õ ÌiÀÃÊ Ê iÜÊÊ Õ LiÀUÊ-ÕLÃVÀ LiÀÃÊ Û Õ ÞÊV w}ÕÀi Êv ÀÊ iÊ ÀÊL Ì Ê vÊ Ê V }Ê Ê Ê }UÊ Ì ÃÊ iÌ i Ê }Ê vÊÊL V }ÊiÛi ÌÃÊv ÀÊ ÌiÀÊÀiÛ iÜÊEÊ Þà ÃUÊ/i iL V Ê Ì L ÃiÊV Õ ÊLiÊÀi« Vi ÊÜ Ì ÊVÕÃÌ iÀ½ÃÊ Ü ÊÊ Ì L ÃiÊ vÊ ià Ài ÊTarget CustomersUÊ ÞÊV « ÞÊ Û Ûi ÊÜ Ì Ê ÕÌL Õ ÊV }ÊV « } ÃÊ- Businesses dependent upon cost-effective outbound marketing- FCC fines retroactive and prohibitively steep- Fee avoidance ROI easily demonstrableShoreTel Integrated Applications CatalogPAGE 9
Call Handling Mode (CHM) Override ApplicationOverviewUÊ ÜÃÊ« iÃÊ ÊÊ ÀÊv ÀÜ À i Ê iÃÊ i } ʺ Ê Ê iiÌ }» ÊÌ ÊLiÊV i ÊUÊ iÀÊ ÕÃÌÊÕÃiÊëiV Ê }ÊÌiV µÕiÊÌ Ê VÌ Û ÌiÊUÊ- vÌÜ ÀiÊ ÞÊ «« V Ì Ê i Ê Ì Ê- Ài/i Ê ÀiVÌ ÀÊ ÀÊ 6-ÊÃiÀÛiÀBenefitsUÊ ÌÕÀ Ê« ÀÊv ÀÊ- Ài/i Ê Ê-V i Õ iÊ «« V Ì UÊ Õ ÞÊ ÕÌ Ì VÊqÊ" ViÊ ÃÌ i ]Ê «« V Ì ÊÀÕ ÃÊV Ì Õ Õà ÞÊ ÊL V }À Õ ÊUÊ-«iV Ê }ÊÌiV µÕiÊV ÊLiÊà Ài ÊÜ Ì Ê Ìi Ê}À Õ«Ê vÊV « ÞÊ«iÀà i UÊ }ÊÌiV µÕiÊà « iÊ ÊV w}ÕÀ L iÊUÊ w}ÕÀ L iÊ Ê ÃÜiÀÊÌ i ÕÌÊLiv ÀiÊV iÀÊÜ ÊLiÊÌÀ ÃviÀÀi ÊÌ ÊV i Ê« ÀÌÞ½ÃÊvoicemail boxUÊ ÃÊ ÕÃÌÊLiÊ iÊvÀ Ê Ê- Ài/i Ê *Ê« iÊTarget CustomersUÊ ÌÕÀ ÊwÌÊv ÀÊVÕÃÌ iÀÃÊ i } Ê ÓÊÃV à ÊÜ Ê«ÕÀV ÃiÊ Ê-V i Õ iÊ «« V Ì ÊUÊ ÞÊVÕÃÌ iÀÊÜ Ê ià ÀiÃÊÌ iÊ L ÌÞÊÌ ÊV Õ V ÌiÊ ÃÌ Ì ÞÊ Ê«À Û Ìi ÞÊ i Ê ÌÊÛ Êintercom) with employees regardless of phone modeShoreTel Integrated Applications CatalogPAGE 10
Call Handling Mode (CHM) Schedule ApplicationOverviewUÊ ÕÌ Ì V ÞÊÃiÌÃÊ Ê}À Õ«Ê vÊ« iÃÊ Ì ÊºLÕÃÞ»Ê Àʺ Û L i»ÊÃÌ ÌiÃÊL Ãi Ê Ê Êconfigurable scheduleUÊ* iÊÃÌ ÌiÃÊ ÀiÊÃiÌÊL Ãi Ê Ê ÕÀÊ vÊÌ iÊ ÞÊv ÀÊi V Ê ÞÊ ÊÌ iÊÜii UÊ1Ãi ÊÌ Ê«ÀiÛi ÌÊ L Õ ÊV ÃÊ ÌÊViÀÌ ÊÌ iÃÊ vÊ ÞUÊ- vÌÜ ÀiÊ ÞÊ «« V Ì Ê i Ê Ì Ê- Ài/i Ê ÀiVÌ ÀÊ ÀÊ 6-ÊÃiÀÛiÀÊBenefitsUÊ ÝÌi ÃÊ- Ài/i Êi Ãi v ÕÃiÊUÊ i ÌÀ âi Ê }i i ÌÊv ÀÊV à ÃÌi ÌÊÃÞÃÌi ÊLi Û ÀÊ Ê iÃÃÊÜ À Êv ÀÊÕÃiÀÃÊUÊ ÌÕ Ì ÛiÊV ÀÊV i Ê ÃÌÀ Ì ÛiÊ ÌiÀv ViÊUÊ* ÀÃÊ«iÀviVÌ ÞÊÜ Ì Ê- Ài/i Ê Ê"ÛiÀÀ iÊ «« V Ì Êv ÀÊvÕ ÊyiÝ L ÌÞÊTarget CustomersUÊ ÓÊÃV ÃÊv ÀÊL V }ÊV ÃÊ Ì ÊV ÃÃÀ ÃÊ ÕÀ }ÊÌi V }Ê ÕÀÃUÊ i V Êv V Ì iÃÊÜ Ì Êà Ài ÊÕÃiÊÀ ÃÊShoreTel Integrated Applications CatalogPAGE 11
ShoreTel Call Quality Monitoring ToolsOverviewUÊ* ÀÊ vÊ «« V Ì ÃÊ Ìi i ÊÌ Ê i «ÊÌÀ ÕL ià ÌÊV ÊµÕ ÌÞÊ ÃÃÕiÃÊUÊ- Ài/i Ê Ê }Ê-iÀÛiÀÊUÊ- Ài/i Ê Ê/iÃÌÊ i ÌÊUÊ- Ài/i Ê Ê }Ê-iÀÛiÀÊ- Allows users to ‘tag’ calls using a specific digit sequence in case of bad audio- Call details will be logged to the Windows Event log Ê ÃÌ i Ê Ê- Ài/i Ê ÀiVÌ ÀÊ ÀÊ 6-ÊÃiÀÛiÀÊ- Acts as server to ShoreTel Call Test ClientUÊ/iÃÌÊ Ê1Ì ÌÞÊ- Allows administrator to perform test calls remotely via command line- Test Calls made from any internal station extension to a specified number- Calls automatically connect and disconnect after some period of time- Returns call results to console and to scripts Ê1Ì ÌÞÊ ÃÊ ÃÌ i Ê Êà iÊÃiÀÛiÀÊ Ê ÀÊ 6- Ê ÃÊ- Ài/i Ê Ê }Ê-iÀÛiÀÊBenefitsUÊ V Ì ÌiÃÊ } à ÃÊ vÊ vwVÕ ÌÊÌ Ê Ã ÌiÊV ÊµÕ ÌÞÊ ÃÃÕiÃÊUÊ i Àà ޻ÊÀi« ÀÌÃÊÌÀ Ãv À i ÊÌ ÊµÕ Ì Ì Ì ÛiÊÃÌ Ì ÃÌ V Ê Ì UÊ ÜÃÊ ÃÌÀ Ì ÛiÊ«iÀà i ÊÌ ÊÀÕ ÊÌiÃÌÊV ÃÊ Ê ÞâiÊÀiÃÕ ÌÃÊÀi Ìi ÞÊTarget CustomersUÊBroad spectrumShoreTel Integrated Applications CatalogPAGE 12
ShoreTel Call RecorderOverviewU Automatic recording of external callsU Flexible profiles determine which calls are recorded- Range of extensions- Filters based on call properties- Percentage of calls to record- Weekly schedule based recordingUÊÊ,iV À }ÃÊÃÌ Ài ÊÌ Êw iÊÃÞÃÌi Ê É ÀÊÌ Ê- Ài/i Ê6 Vi UÊÊ ÃÌÀ Ì ÀÊ iw iÃÊv iÀÊEÊw iÊ iÃÊV ÃÌÀÕVÌi ÊvÀ ÊV Ê v À Ì Êv ÀÊ ÕÌ Ì VÊV ÃÃ wV Ì Ê vÊV ÃÊÜ i ÊÃÌ À }ÊÌ ÊÌ iÊw iÊÃÞÃÌi Ê ÀÊÌ iÊ-ÕL iVÌ\Ê Ê À \Êwi ÃÊÜ i ÊÃÌ À }Ê Ê Ê- Ài/i Ê6 Vi ÊL ÝUÊÊ } ÌÜi } ÌÊV i ÌÊÃ vÌÜ ÀiÊ ÜÃÊÕiÀÃÊÌ ÊV ÌÀ ÊÜ V ÊÀiV À }ÃÊÌ ÊÃ ÛiU Browser based Recorder Player- Convenient searching, downloading, and management of recordings- Playback via phone or computer Ê1, Ê VViÃÃÊÌ Ê* ÞiÀÊv ÀÊ Ìi}À Ì Ê Ì Ê Ì iÀÊÃÞÃÌi ÃU Software Application loaded onto one or more ShoreTel serversBenefitsUÊCost-effective native ShoreTel applicationU Simple to manageU Distributed architecture for easy scalingTarget CustomersU Any customer for whom recording of calls is criticalShoreTel Integrated Applications CatalogPAGE 13
ShoreTel Call Router OverviewUÊ-ÞÃÌi Ü iÊ «« V Ì ÊÌ ÌÊ ÃÌÀ LÕÌiÃÊ V }ÊV ÃÊÌ ÊV wÊ}ÕÀi Ê iÃÌ Ì ÃÊbased on ANI (Caller ID) or DNIS (Called Number)UÊÊ-Õ«« ÀÌÃÊÀ ÕÌ }ÊL Ãi Ê Ê iÃÌ VÊEÊ ÌiÀ Ì ]ÊvÕ ÞÊyÊiÝ L iÊ Õ LiÀÊv À ÌÃUÊ V Õ iÃÊ Ê- Ài/i Ê ÀiVÌ À i Li i I]Ê« ÃÃÜ À Ê ÕÌ i Ì V Ìi Ê ÃÌÀ Ì ÛiÊinterface for creating routing rulesU Supports multiple route points hosting associated rule setsUÊ ÃÊÜ Ì Ê ÊV iÀÊ ]Ê -]Ê ÀÊv ÀÊÜ V Ê Ê ÌV Ê ÃÊv Õ ÊÜ ÊLiÊÀ ÕÌi ÊÌ Ê Êconfigured default destinationUÊ Ìi\Ê/ ÃÊV « L ÌÞÊ ÃÊ ÃÌ VÌÊvÀ Ê*iÀÃ Ê Ê }ÊV ÌÀ ÃÊ Ü }ÊÕÃiÀÊcontrol via Professional Call ManagerÊÊÊIÊ ÀiVÌ ÀÊ Ìi}À Ì Ê Û L iÊÜ Ì Ê- Ài/i Ê6 ÓÊ Ê L ÛiÆÊÃÌ iÊÜiLÊÊadministration provided for earlier releases.BenefitsUÊÊ } ÌÜi } ÌÊÃ vÌÜ ÀiÊ «« V Ì Ê ÃÌ i Ê Ê- Ài/i Ê ÀiVÌ ÀÊ ÀÊ ÞÊ ÃÌÀ LÕÌi Ê 6- ÊserverU Convenient ShoreTel Director-integrated, web-based administrationU Flexible rules configurationTarget CustomersUÊ7 iÊÛ À iÌÞÊ vÊLÕÃ iÃÃiÃÊÜ ÊÜ ÌÊÌ Ê ÕÌ Ì V ÞÊ ÊivwÊV i Ì ÞÊ ÀiVÌÊ V }Êcalls on a system-wide basisShoreTel Integrated Applications CatalogPAGE 14
ShoreTel Call Me Now ApplicationOverviewUÊÊ ÜÃÊV « iÃÊÌ Ê Ê Êº Ê iÊ Ü»Êvi ÌÕÀiÊ ÊÌ i ÀÊÜiLÊà ÌiÊUÊSupports callback to US or Canada based phone numbersUÊÊ Ã ÃÌÃÊ vÊ ÊvÀ ÌÊi ʺ Ê iÊ Ü»ÊÜiLÊÜ }iÌÊ Ê ÊL V Êi ÊÜiLÊÃiÀÛ ViUÊ V Êi ÊÜiLÊÃiÀÛ ViÊ ÃÊ i Ê Ì Ê- Ài/i Ê ÊÃiÀÛiÀÊ ÊÜiLÊÜ }iÌÊ ÃÊ i Ê ÊShoreTel HQ server or any customer server with IISUÊBack end web service is associated with a dedicated ShoreTel Route PointUÊ vÌiÀÊV i Ê« ÀÌÞÊ ÃÜiÀÃ]ÊV Ê ÃÊÀ ÕÌi ÊÌ Ê Ê- Ài/i ÊiÝÌi à ÊÃÕV Ê ÃÊ Ê7 À }À Õ«]Ê ÊContact Center entry point, an Auto Attendant, or an end userBenefitsUÊ V ÕÀ }iÃÊVÕÃÌ iÀÃÊÌ ÊV iVÌÊÜ Ì Ê ÊV « ÞÊ i Ìi Þ]Ê LÛ Ì }ÊÌ iÊ ii ÊÌ Êdial a numberUÊ1Ãi ÊÜ Ì ÊV « ÞÊÜiLà ÌiÃÊ Ê Êà « iÊÜ ÞÊLÞÊ Ã }ÊÕ«ÊÌ iʺ Ê iÊ Ü»ÊÜiLÊwidget.UÊ V Êi ÊÜiLÊÃiÀÛ ViÊ ÞÊ Ã ÊLiÊÕÃi Ê ÀiVÌ ÞÊÌ ÊLÕ Ê ÊVÕÃÌ ÊÜiLÊ1 Ê Ê Ìi}À ÌiÊwith business processes.U Called party information is stored for later export, reporting, and follow upUʺ Ê iÊ Ü»ÊÜiLÊÜ }iÌÊV ÊLiÊÀi iÀi Ê Ê Ê ÀÊLÀ ÜÃiÀÃÊ V Õ }Ê VÀ à vÌÊIE, Mozilla Firefox, Apple Safari and Safari mobile browser on Apple iPhoneUÊ ÜÃÊ« Ãà }Ê vÊÕÃiÀʺV ÌiÝÌ»ÊÃÕV Ê ÃÊÌ iÊÜiLÊ« }iÊVÕÀÀi Ì ÞÊLi }ÊÛ iÜi Ê ÀÊ Êuser’s question or trouble ticket number. This context is attached as a call property tothe call, allowing agents to provide personalized service to web site visitorsTa
internal notification when an emergency call is placed on the ShoreTel system. In addition to an expanding set of packaged solutions, ShoreTel offers custom software development servi
