ShoreTel Business Process Integrations
APIs for Unified Communication Business Process Customization

Salesforce.com™ Call Center Adapter:

Salesforce.com's call center features include the option to add a customizable call control tool, called "Softphone," that appears in the sidebar of every Salesforce.com page. When the Softphone is activated using the ShoreTel Salesforce.com Call Center Adapter, Salesforce.com users can handle all their business communications and benefit from the robust feature set of the ShoreTel system within a single application.

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Features & Benefts:

Click-to-call
Users can place calls from directly within individual contact or account records by simply clicking on any hyperlinked and annotated phone number field.

Instant access to customer data
Inbound calls trigger Salesforce.com screen pops that contain related account information. If an agent subsequently transfers a call, both the contact record and the new call notes will appear on the screen of the receiving party, facilitating real-time collaboration to speed resolution of calls.

Highly customizable
Users can specify personal settings to automate login, and to customize record-opening and screen page layout to match their workflow. Convenient "Last Call" and "My Calls Today" displays make it easy to review recent activity, while all call activities are logged to enable later creation of integrated reports that are fully linked with Salesforce.com data.

Integrates straight out of the box
Built-in features ease future integration with Interactive Voice Response (IVR), Automatic Call Distribution (ACD) and other applications.

Microsoft Dynamics CRM Integration:

Seamlessly integrate Microsoft Dynamics CRM with your ShoreTel business communications system to gain automated access to customer records each time you talk — enhancing caller satisfaction and agent productivity while reducing call response times and duration.

The ShoreTel Microsoft Dynamics CRM Integration brings a new level of customizable, highly personal communication to customer interactions by combining voice capabilities with immediate access to comprehensive customer data.

Features & Benefits:

Easy to install and intuitive to use
T he application is designed to transition easily into daily business operations. Once installed, it works seamlessly, allowing your company to realize the benefits of integrated IP telephony without changing established procedures, roles, or workflows.

Instant access to customer data
Users can access complete customer information as an inbound or outbound call begins. Based on phone number search results, the application can provide screen pop notification, allowing CRM users to navigate to, or create, associated records with a mouse-click.

Highly configurable straight out of the box
Users can control how the software responds to calls and lookup results. Organizations, as well, can customize search settings for lookup of standard and custom CRM entities and attributes.

Preview functionality
Via screen pop notification, users can preview found entities before choosing to open a corresponding CRM record. An optional main window may be used to view and perform actions for active calls and associated CRM entities.

Simplifies agent workflow and tasks
A streamlined interface reduces manual tasks, boosting user productivity and contact quality. With a single mouse-click, a user can answer a ringing call while opening an associated CRM form, so there's no need to operate a telephone handset or speaker button.

Microsoft UC Integration:

Integrating Microsoft unified communications (UC) products with an IP telephony system requires several protocols and multiple layers of integration. ShoreTel addresses this multi-thread requirement by leveraging its distributed architecture, developing new industry-standard interfaces, and continuously improving existing APIs.

The ShoreTel UC system can be combined with one or more elements of the Microsoft UC portfolio, from Office Communication Server and Exchange in the data center to Office Communicator and Outlook on the desktop. With the most flexible integration options in the industry, the ShoreTel business communications system can extend and enhance your Microsoft UC investment.

Features & Benefits

ShoreTel delivers multiple integration solutions for Microsoft UC users:

Remote Call Control with Office Communicator
Integrate the ShoreTel CSTA Server with Microsoft Live Communication Server (LCS) or Office Communication Server (OCS) to enable Microsoft Office Communicator to control the ShoreTel desktop phone and receive telephony presence information from the ShoreTel UC system.

IM and IM presence with ShoreTel Call Manager
Use the SIMPLE (SIP for Instant Messaging and Presence Leveraging Extensions) protocol to enable LCS or OCS to deliver IM functionality to both ShoreTel Call Manager and Microsoft Office Communicator users concurrently.

Unified Messaging with Microsoft Exchange
Leverage a direct SIP connection to integrate the unified messaging services available in Microsoft Exchange and deliver voice and inbound fax messaging capabilities to the ShoreTel user.

Microsoft Voice interoperability with ShoreTel IP Telephony
Take advantage of Microsoft-compatible third-party gateways to establish a voice tie between the ShoreTel UC system and Microsoft OCS users to allow voice calls and conferencing between the two entities.

Universal CRM Connector:

ShoreTel Universal CRM Connector is a desktop screen pop "helper" application that executes a particular user-defined program, batch file, or URL when an incoming call arrives and/or an outgoing call placed. This helps speed the development of proprietary screen pop applications by insulating the user from having to perform the phone system side of programming.

The user or developer can focus on the main development project and configure the ShoreTel Universal CRM Connector to trigger the target based on desired settings.

Features & Benefits

• Appears as a small ShoreTel icon in the Windows taskbar tray while monitoring the phone line.
• When the configured type of phone call occurs, the target function is executed with parameters as configured.
• Any or all available ShoreTel call properties, including IVR collected digits can be passed to an outside program.
• Flexible settings include inbound/outbound, internal/external, on answer/on appearance.
• Choice of automatic or user-initiated trigger behavior.

NetSuite® Integration Application:

The ShoreTel NetSuite Integration combines two industry-leading products into a single interface. The integration brings enhanced productivity, shorter response times, and greater flexibility to companies that rely on these important business communications tools. With the customers' records at their disposal, system users can rapidly identify callers and field calls more effectivel

Features & Benefits

Seamless Integration
The ShoreTel NetSuite Integration is easy to install and intuitive to use, ensuring a smooth transition into daily business operations. Truly seamless, it allows companies to realize added benefits without changes to established procedures, roles, or workflows.

Instant access to customer data
When a user receives a call that matches one or more numbers stored in the NetSuite database, a window on the desktop displays options that are linked directly to the NetSuite application. Users can access the caller's record, log the call, add notes, create a new case, or search additional records.

Click to Call
Using NetSuite's built-in support for outbound dialing, users can call directly from their Web browsers, with the click of a button, enabling them to handle a higher volume of calls. This functionality works for all phone number occurrences, as is the case when viewing or editing records.

Increased Return on Investment
Because the application works straight out of the box, organizations can quickly and easily seize the benefits of application convergence. Increased employee productivity also allows for expanded leverage over their investments in ShoreTel and NetSuite technologies.

Legal & Professional Cost Recovery Integration Application:

Integrating the ShoreTel business communications system with legal and professional services accounting software facilitates convenient and accurate telephone time tracking and billing. This application provides improved cost recovery for service-related companies that bill their clients by the job or by the hour. The initial release offers built-in integration with Equitrac and Copitrak, and easy adaptability to other accounting systems.

Features & Benefits

Seamlessly enables cost recovery
The application associates all inbound and outbound calls with appropriate billing codes, allowing busy professionals to account for their time easily. Automated viewing screens, prompts and search features work out of the box, whether the account code database is maintained in the ShoreTel IP telephony system, or resides in specialized cost recovery systems like Equitrac or Copitrak.

Fast deployment
Installation consists of server and client components that can be typically installed, configured, tested, and made ready to use the same day. Once installed, the application automatically imports up-to-date billing codes from a firm's cost recovery application database, according to a pre-defined schedule.

Streamlined operations
The ShoreTel IP telephony system maintains call detail records with assigned billing codes. The cost recovery system then automatically retrieves the ShoreTel call records for future use, eliminating the need to reconcile disparate records, resulting in seamless incorporation of telephone time billing with minimal administrative overhead.

Convenient desktop interface
Users simply click on a graphical interface during or after calls to assign appropriate billing codes. If none of the suggested codes are a match, the user can employ the application's intuitive search capabilities to perform an extended search.

Works great on-the-go, too
For mobile professionals, the application is fully compatible with the Office Anywhere feature in the ShoreTel IP telephony system. All calls are captured, including calls made or received when the ShoreTel user's computer is not operating. (In which case, the user, at their convenience, can later assign the appropriate codes or make notes on the calls.)

Web Dialer:

ShoreTel Web Dialer streamlines business communications by offering a quick and easy way to highlight and create clickable links to phone numbers posted on the Web.

With Web Dialer deployed, users simply click on a number and it links their ShoreTel phone to that number, whether it's in a Web-based application or online phone directory.

Features & Benefits

Boost Productivity
Enhances user productivity by making communication quicker and easier.

Rich features
The rescan button, currently only available in Internet Explorer, recalculates links for pages with dynamic content. Generation of dial-able links can be enabled and disabled using the toolbar control.

Ease of development
Designers can create links for any number that can be created on a Web page.

Open APIs:

ShoreTel's support of open standards include Open Application Programming Interfaces (APIs). Open APIs offer customers even more flexibility to integrate leading business process applications with their business communications systems, providing greater capabilities for system administrators and end users.

The programmatic interfaces available in the ShoreTel Innovation Network allow the creation of rich new applications and integrate the telephony features of ShoreTel's business communications system into central, back-office systems.

In addition, the ShoreTel Professional Services team leverages the system's open interfaces to customize applications, and to help organizations create unique solutions with maximum business value.

Documentation:

Download the ShoreTel Salesforce.com Call Center Adapter Datasheet (PDF).

Download the ShoreTel Microsoft Dynamics CRM Integration Specs Datasheet (PDF).

Download the ShoreTel Integration with Microsoft UC Datasheet (PDF).

Download the ShoreTel NetSuite Integration Datasheet (PDF).

Download the ShoreTel Cost Recovery Integration Datasheet (PDF).

Download the ShoreTel Web Dialer Datasheet (PDF).