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ShoreTel ConnectService OverviewShoreTel Connect CLOUDSOLUTION BRIEFEND-TO-END UNIFIED COMMUNICATIONSFROM THE CLOUDShoreTel Connect CLOUD is more than just a phone system—it unifiesteam communication for improved business performanceShoreTel brings a fundamentally differentapproach to phone system technology. We focuson your most important assets—your people andtheir goals—and remove impediments to freeflowing communications so your team can focuson relationships, ideas and growth, not on gettingtechnology to work. The result is a reliable,flexible and intuitive communications solution thatseamlessly delivers services and applications thatwill work for you today and adapt gracefully asyour business needs change in the future.ShoreTel Connect CLOUD is a premium VoIPbusiness phone service that every departmentin your company will love. Discover the ShoreTelConnect CLOUD difference: an exceptional userexperience that presents the robust systemfeatures in an entirely user-friendly way. It’s anend-to-end service from phones to software topremium customer service, and it’s so easy toprovision that it’s practically plug-and-play. Built-inoperational redundancies assures high availabilityand business communications continuity,while Secure Real-time Transport Protocol (SRTP)ensures your service is always highly secure.ShoreTel. Brilliantly simple business communications.Exceptional User ExperienceA ShoreTel Connect CLOUD phone system workslike any traditional phone system and offers calltransfer, extension dialing, conference calling andother features straight from the phone handsetand from your mobile device. But to get themost from your ShoreTel system—and from yourwork force—you’ll want your team to access thecollaborative unified communications (UC)features that can revolutionize the way they work.Instant messaging, audio and web conferencing,video calling and web desktop sharing cansave time, reduce travel, and allow you tocommunicate and collaborate with ease.To use the UC features, simply launch the ultrasleek ShoreTel Connect client, which connectspeople, not just devices, for more natural andintuitive communications. Built-in collaborationtools make meetings more productive, ensuringyour team will get more done faster and withless hassle. Communicate how you want, withimmediacy and ease—the tools appear in theConnect client panelBENEFITS:§§§§§§§§Exceptional user experienceRobust system featuresEnd-to-end serviceEasy switch-over andprovisioning§§ Business communicationscontinuity§§ Highly secure§§ Premium customer serviceShoreTel Connect CLOUDYour company subscribes to fullyhosted and managed UCaaS

ShoreTel ConnectService Overview—ShoreTel Connect CLOUDas you need them. You never need to launch anew app, or new window, or retrieve a complicatecode to make things work.A FUNDAMENTALLYDIFFERENTAPPROACH TOPHONE SYSTEMTECHNOLOGYAND THE USEREXPERIENCEShoreTel Connect is the first “forgiving”communications solution. Its user-friendlyand intuitive UI makes it easy for users to changetheir call routing or schedule an event. Plus,ShoreTel Connect CLOUD offers the same richcollaborative experience to external customersand clients via the ShoreTel Connect webcollaboration app, which opens automaticallyon participants’ desktops during online meetings.Personalized App Featuressharing, call recording, raise hand, mute self,mute all, and add a participant§§ Contact timeline that shows all pastcommunication with a co-worker, including adrill down into detail§§ Favorites to quickly access the people andgroups you need most§§ Event wizard to set up calls and collaborationsincluding presenters, agendas, invitations, andmore§§ Call outs so meeting organizers can calllate attendees and conference them into themeetingThe Connect client is a next-generationuser interface that provides a personalizedcommunications experience by presentingintuitive access to the information you use most.§§ Agenda timer that tracks agendas in real timeto help participants keep conferences on topicAs users engage the Connect client, the panelslides open to guide what a user might want todo next. Features appear as you need them, andinclude:§§ Visual audio monitoring to mute participantswho have distracting background noise§§ Action icons that trigger calls, video, web§§ Raise hand feature to manage conversationswith large groups§§ Integration with Outlook and ICScalendars for presence, meeting invitationsand scheduling§§ No VPN required for remote useAN ENTERPRISE CONTACT CENTERFOR BUSINESSES OF ALL SIZESShoreTel Connect CLOUD ContactCenter is a multi-modal contactcenter that makes customerengagement easy. Improve thequality of your sales and servicewith both inbound and outboundcall automation; predict andaccommodate call volume peaksquickly.Agents can handle multipleinteractions with features like webchat, callbacks, and email routing.Supervisors can build complex callqueues and IVR scripts in-house,and customizable reports displayimmediately.ShoreTel Connect CLOUD ContactCenter is sold separately, andintegrates seamlessly with yourConnect CLOUD system.ShoreTel. Brilliantly simple business communications.

ShoreTel ConnectService Overview—ShoreTel Connect CLOUDThe ShoreTel Connect ExperienceThe Connect client is there when you need it,and stays out of the way when you don’t. Theslim control panel can be compressed to fit yourneeds making it easy to interact and collaboratewith others without taking up your entire screen.§§ People to view co-worker presence andorganize contacts into favorites and groups§§ Recent to see past communications andcollaboration with co-workersReady-state features include:§§ Events to create and schedule meetings,generate alerts and provide one-click access toonline meetings, calls and web collaborations§§ Directory to quickly locate contacts by nameor number§§ Conversations for quick access to the peopleyou’ve communicated with most recently§§ Personal preferences to set presence(availability status) and personal call handlingShoreTel Connect client in itsready state. Panels slide openas users engage with IM, calls,conferences and online meetings.ShoreTel Connect during an IM session. Simplyclick the green “phone” icon to escalate to a call.When viewing a contact, the Recent tab displays a contact timeline. Filter anddisplay inbound and outbound calls, voicemail messages, and IM sessions.When setting up an online meeting, users can createan agenda which becomes a real-time, animatedmeeting timekeeper for all to see during the callOnline meetings can include peer-to-peer video as well as desktop sharing. It’s easy toexpand the Connect client view to see video and sharing full screen.ShoreTel. Brilliantly simple business communications.

ShoreTel ConnectService Overview—ShoreTel Connect CLOUDRobust System FeaturesAN END-TO-ENDSOLUTION FROMPHONES, TOCALL CONTROLSOFTWARE,TO FEATUREAPPLICATIONS,TO NETWORKOPERATIONSAND CUSTOMERSERVICELike all ShoreTel Connect systems, ShoreTelConnect CLOUD is an end-to-end solution.ShoreTel designs and develops our own phones,voice switch technology, solution software andadvanced applications. This ensures that allcomponents are optimized for peak performanceso you never need to worry that a system upgradeor new feature might cause an unexpected issuewith performance.Connect CLOUD phone systems include:§§ IP PBX telephony services, with call control,call routing, voicemail, music on hold andautomated attendant§§ ShoreTel Connect mobility app for Androidand iOS mobile and wearable devices, to extendfull desk phone call handling and UC suitecapabilities to the user’s mobile devices. Morethan simple call forwarding to a user’s mobiledevice, the Connect mobility app includes:-- One-click “Join” button for conferencesthat eliminates dial-ins and passcode entries-- Automatic Wi-Fi/cellular call handover-- “Dual persona” separation betweenbusiness and personal calls-- Peer-to-peer video calling-- SRTP security for both voice and UCsignals, even in public hotspots.§§ ShoreTel desk phones with feature keys forsystem directory, intercom, conference calling,transfer, redial, hold and other options; soft keysfor presence status, pick up, park and more§§ Collaboration suite delivers robust unifiedcommunications including instant messaging,audio conference calling, web collaboration,desktop sharing, point-to-point video calling androom-based video conferencing§§ ShoreTel Connect client for PCs and Macs,for user call control, contacts, event scheduling,event history and collaboration suite control§§ Integration with Microsoft Outlook and ICScalendars for event scheduling and invitationautomation§§ Integrations with third-party applicationslike ShoreTel for Salesforce , NetSuite , andmost popular CRMs§§ Productivity apps like operator, web dialer,and app dialer§§ Operator functionality makes it easy forsupervisors to monitor calls and contact statuswith hover and drag-and-drop functionality§§ Softphone functionality turns your computerinto a phone by simply plugging in a headset§§ ShoreTel Connect Portal the browser-basedsystem administration program lets systemadmins set account levels, user permissionsand manage billingAdditional Connect CLOUD services include:§§ ShoreTel Connect Fax gives users the abilityto send and receive faxes over the InternetEnd users can access voicemail, directory, conferencecalling, park, transfer and other options directly from theirhandset, as well as from the Connect client.ShoreTel. Brilliantly simple business communications.§§ ShoreTel Connect CLOUD Contact Centerfor multi-channel customer sales and serviceoperations§§ ShoreTel Connect CLOUD Connectivityprovides efficient, scalable “private network”offerings including T1, Multiprotocol LabelSwitching (MPLS), or Ethernet