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ShoreTel Connect CLOUD
End-to-End Unified Communications from the Cloud


ShoreTel Connect CLOUD

 

Overview:

ShoreTel Connect CLOUD is more than just a “phone system”—it unifies team communication for improved business performance

ShoreTel brings a fundamentally different approach to phone system technology. We focus on your most important assets—your people and their goals—and remove impediments to freeflowing communications so your team can focus on relationships, ideas and growth, not on getting technology to work. The result is a reliable, flexible and intuitive communications platform that seamlessly delivers services and applications that will work for you today and adapt gracefully as your business needs change in the future. ShoreTel Connect CLOUD is a premium VoIP business phone service that every department in your company will love. Discover the ShoreTel Connect CLOUD difference: an exceptional user experience that presents the robust system features in an entirely user-friendly way. It’s an end-to-end service from phones to software to premium customer service, and it’s so easy to provision that it’s practically plugand-play. Built-in operational redundancies assure high availability and business communications continuity; Secure Real-time Transfer Protocol ensures your service is always highly secure.

Exceptional User Experience

A ShoreTel Connect CLOUD phone system works like any traditional phone system and offers call transfer, extension dialing, conference calling and other features straight from the phone handset and from your mobile device. But to get the most from your ShoreTel system—and from your work force—you’ll want your team to access the collaborative unified communications (UC) features that can revolutionize the way they work. Instant messaging, audio and web conferencing, video calling and web desktop sharing can save time, reduce travel, communicate with better clarity, and engage participants in a more satisfying relationship with your company.

To use the UC features, simply launch the ultrasleek ShoreTel Connect desktop app, which connects people, not just devices, for more natural and intuitive communications. Builtin collaboration tools make meetings more productive, ensuring your team will get more done faster and with less hassle. Communicate how you want, with immediacy and ease—the tools appear in the ShoreTel Connect app panel as you need them. You never need to launch a new app, or new window, or retrieve a complicate code to make things work.

ShoreTel Connect is the fi rst “forgiving” communications platform. Users can’t break or misconfi gure it, and it practically holds their hand to take them through call routing or event scheduling. And ShoreTel Connect CLOUD offers the same rich collaborative experience to external customers and clients via the ShoreTel Connect web collaboration app, which opens automatically on participants’ desktops during online meetings.

The Only End-to-end Cloud Service

ShoreTel Connect CLOUD is fully hosted and managed unified communications as a service (UCaaS). It’s the only end-to-end cloud business phone solution, from the phones and PBX capabilities to implementation and support— including direct user access to customer service via the “?” key on your ShoreTel IP 400 series desk phone.

Because we’re an end-to-end solution, your vendor management becomes easy. We replace separate telco, carrier and service providers. We’re your single point of contact for your call plans, phones, installation and customer support. An end-to-end solution means all the ShoreTel Connect CLOUD components are optimized for best call quality, and you never need to worry that a software upgrade will disrupt service or performance. No other cloud provider provides this level of product integration.

Easy Switchover and Provisioning

ShoreTel Connect CLOUD makes business phone systems plug-and-play easy to deploy. We handle everything and act as your company’s communications IT department. We completely manage the experience of moving to the cloud, providing the circuits and porting your phone numbers from your current carrier to our SIP provider. Ongoing account management is easy via ShoreTel Connect CLOUD Portal, the administrative interface that manages billing and user permissions. Scale up or scale down as you need to accommodate new locations or seasonal staffing fluctuations. It’s that easy.

Business Communications Continuity

Your business deserves the highest levels of service availability. As an enterprise-class, managed hosted solution, ShoreTel Connect CLOUD understands that businesses demand enterprise-class data integrity, application reliability and physical safeguards. That’s why we invest in several levels of redundant and loadbalanced system hardware to ensure business communications continuity and maximize uptime for your business. ShoreTel offers a service level agreement (SLA) guarantee with our private cloud circuit connection, a T1 or MPLS prioritized for voice carriage. In addition, ShoreTel Connect CLOUD utilizes:

  • ILBC codec for landline call quality
  • A range of Tier 1 voice and data providers, affording significant redundancy and enhanced call completion and data connectivity capabilities
  • Connectivity with individual telephone and data carriers that spans multiple locations so calls can be rerouted if issues arise
  • Multi-tenant data center scales network capabilities and independent, modular hardware isolates any issues to a population subset

Highly Secure

With ShoreTel Connect CLOUD, there’s no need to worry about having your mobile device hacked at a public hot spot. ShoreTel invested heavily in making our data center highly secure for deployment in the hostile environment of the Internet. The ShoreTel Connect CLOUD platform is built with a secure access layer to protect our phones, carriers, and Connect apps against security risks. ShoreTel Connect CLOUD has secure voice and app transport built-in right “out of the box” with secure remote transport protocol (SRTP) for secure voice and secure app access.

Premium Customer Service

ShoreTel Connect CLOUD is a premium, managed service. Our mission is to deliver a communications experience that our customers love. Because we own our own software and we can streamline the support experience—users can simply double tap the “?” button on their deskphone and immediately be connected to a live operator and our team of experts. Our team can answer technical questions, resolve problems and even help you develop a strategy for maximizing the impact of our business phone system.

How it works

ShoreTel Connect CLOUD is a fully hosted and managed business communication service. ShoreTel engineers manage your business communications platform around the clock, freeing your team to work on other strategic business initiatives.

Because ShoreTel Connect is a complete, end-to-end solution, you can trust that feature additions and platform upgrades will be fully integrated with our ShoreTel phones, unifi ed communications applications and customer service. This takes the guesswork out of software upgrades and provides a level of convenience, security and support that vendors using thirdparty technologies cannot match.

When you become a ShoreTel Connect CLOUD customer, our team will support your transition you’re your old accounts to our service, including number portability. You’ll fi nd it easy to deploy ShoreTel IP phones at any location where an Internet connection is available.

For additional support, a variety of ShoreTel Expert Start, Jump Start and Network Services programs can provide rack and stack or physical connections of equipment; set up of data networking monitoring tools; post-installation data networking maintenance support; and the purchase and/or resale of non-ShoreTel equipment.

Highly Redundant Means Highly Available

Your business deserves the most reliable VoIP service. Period. To achieve top levels of service availability, ShoreTel invests in several levels of redundancy to eliminate single points of failure:

  • A range of eight Tier 1 voice and data providers afford signifi cant redundancy and enhanced call completion and data connectivity capabilities
  • Connectivity with individual telephone and data carriers spans multiple locations. If connectivity to one location is lost, calls are rerouted to another location
  • Customer information is stored in a shared database and that database is replicated to additional data centers. Customer confi guration data is backed up off site daily.
  • System and server virtualization is employed to quickly restore to new hardware in the event of a failure
  • A multidisciplinary team of ShoreTel engineers and operations professionals continually review our threat assessment and disaster recovery protocols

ShoreTel Connect CLOUD Phone Family

ShoreTel Connect CLOUD Phone Family

Because ShoreTel is an end-to-end service provider, we design and develop our own IP phones for highest performance. Shown here from left: ShoreTel IP 485g, with color display and 8 lines; the ShoreTel BB 424, an operator button box with up to 96 line capacity; the IP 480, an 8-line phone for general offi ce use that is also available with gigabyte ethernet pass through; the IP 420 with two lines for general offi ce use.

ShoreTel Connect CLOUD Service Architecture

The ShoreTel Connect CLOUD service runs on multiple instances of the ShoreTel Connect platform, which includes virtualized ShoreTel ST voice switch technology, our ShoreTel applications, integrations and services, core and distribution routers, and account databases.

  • Each instance is confi gured with standby routers, servers and voice switches that can take over in the event that the primary instance experiences any issues.
  • In the event that any device in the network fails, a secondary device is readily available and confi gured to take over and reroute traffi c where needed.
  • These instances are continuously maintained and monitored at two geo-redundant ShoreTel network operations centers
  • Additional reliability and call quality assurances with Service Level Agreement guarantees are available with ShoreTel Connectivity “private network” offerings including T1, Multiprotocol Label Switching (MPLS), or Ethernet

ShoreTel Connect Cloud Architecture

ShoreTel Connect Cloud Architecture

The ShoreTel Connect CLOUD service runs on multiple instances of the ShoreTel Connect platform, which includes virtualized ShoreTel ST phone and trunk switch technology; our ShoreTel applications; management software; integrations with third-party services; core and distribution routers, and account databases.

Features:

Automated Attendant Features

  • Auto Attendant
    Allows callers to be transferred to an extension based on their selection from a menu, without help from a live operator or receptionist
  • Dial By Extension
    Auto-attendant global or menu option that enables callers to reach a user by dialing his or her extension
  • Dial By Name
    Auto-attendant menu option/Directory that enables a caller to reach a user by dialing the first three letters of the last name or first name
  • Music On Hold
    Authorized users can choose a song from ShoreTel's selection, or upload one of your own at no charge, and play that audio across your enterprise for callers on hold
  • Legacy Extension Support
    Callers can use legacy extensions to reach users from the automated attendant, so important calls are never missed through the upgrade process
  • Personal Automated Attendant
    Unanswered calls to a number or extension are delivered to a voice prompt that allows callers to choose from multiple options (e.g. another extension, an external number) or deposit voicemail
  • On Hold Reminder Ring
    If you are not on another call while a call is on hold, you will hear a reminder ring at 15 seconds and at one-minute intervals after that
  • Distinctive Dial Tone
    Varying types of dial tone patterns are available to distinguish between features on your ShoreTel Phone
  • Ring Tone Selection
    You can choose between distinctive ring tones to help you distinguish your phone from neighboring phones.
  • Ring Tone Personalization
    Providing your users the ability to load custom ring tones onto IP phones so that each phone can have a unique ring tone.

Call Coverage

  • Virtual Phone Number - Conditional Call Forwarding
    When a line is in use, this feature forwards incoming calls to an alternate internal or external number
  • Permanent Call Forwarding
    All incoming calls to a specified number or extension (called a virtual extension) are permanently forwarded to another destination (e.g., a mobile phone or fax machine)
  • Call Screening
    Users can treat calls differently depending on the caller ID. For example, specific incoming Caller-IDs can always be forwarded to a cellphone, whereas others can always be sent to voicemail or disconnected
  • Direct Inbound Dial Phone Number Assistant
    Every phone or user is assigned a Direct Inbound Dial (DID) phone number, allowing calls to be routed to the intended recipient without passing through the main number or an auto-attendant (AA)
  • Do Not Disturb
    A user can temporarily prevent incoming calls from ringing their extension, and route them automatically to voicemail or another pre-programmed destination
  • Extension Assignment
    Every phone or user is assigned an extension, typically the last four digits of that user or phone's Direct Inward Dial (DID) number. Extensions can be used for internal calling, transferring, or in conjunction with dial-by-extension functionality in the auto-attendant (AA)
  • On-Phone Presence Monitoring
    Users can view the on or off phone status of other users' lines by associating line buttons with those lines
  • Shared Line Appearances
    Allows a set of extensions or Direct Inward Dial (DID) numbers to appear on a group of phones in addition to each phone's primary number
  • Time Dependent Call Treatment
    ShoreTel can configure auto-attendant (AA) functionality that enables different call treatment depending on the day of the week or time of day. Once set-up, users can enable or disable this functionality
  • Call Park
    A user pauses a current conversation, and he or another user, can retrieve the call from any phone using a graphical Park service menu
  • Call Pickup
    Answer a call ringing on another phone in your office
  • Directed Call Pickup
    Enables a user to pick up incoming calls ringing on a phone from another phone by pressing a soft key and dialing the ringing phone's extension
  • On-Screen Pickup
    A user can pick up incoming calls ringing on a phone by selecting it from an on-screen list
  • Hunt Group
    Also known as a ring group; a group of extensions within your company which enables the shared distribution of calls
  • Call Stack (Up To 16 Calls)
    The call stack size determines the maximum number of calls that you can handle through the Connect Client
  • Call Waiting
    A call waiting tone will be presented id you are on another call

Clients

  • ShoreTel Connect App
    The ShoreTel Connect client is a next generation user interface that supports WebRTC and manages the call handling and collaboration tools for your employees and their contacts, providing a personalized communications experience.
  • ShoreTel Mobility App
    The ShoreTel Mobility client extends full desk phone call handling and UC suite capabilities to your Android and IOS mobile and wearable devices. This includes single touch conferencing from these devices.

Voicemail & Messaging

  • General Voice Mailbox
    An Auto Attendant option that allows callers to leave a message in a general voicemail box that is not associated with a user's extension. This voicemail box is normally accessible by the receptionist and greets callers with information specific to your company
  • Voicemail Transcription
    The ShoreTel Connect Scribe service transcribes voice messages received by your ShoreTel phone system; sending you a text, along with a WAV file, to your specified e-mail address. You may visually review voice mail and save the text file for archival purposes.
  • Interactive Voice Response (IVR) Voice Mail Access
    Users navigate voice menus to retrieve, deposit, and otherwise handle voicemail messages via IVR. A user can access voicemail from their own phone with one-touch, or remotely from any touchtone phone
  • Message Envelope Information
    Incoming voicemail messages are automatically labeled with date, time, duration, and Caller ID
  • Message Waiting Indicator
    User are given visual notification of voicemails through on-screen alerts and the handset (such as a red light)
  • Multiple Voice Mailbox Access
    A single user can access multiple voice mailboxes through their phone
  • On-Screen Voicemail
    Users can navigate the phone screen to retrieve and otherwise handle voicemail messages
  • Reply By Calling
    A user can reply to a voicemail message from the voicemail system by calling back the Caller ID, when available
  • Voicemail Broadcast/Distribution To All Users
    A user can forward a voicemail to the entire user base
  • Voicemail Keep On Phone Control
    Users can choose to keep emailed voicemail messages saved on their ShoreTel phone, or have them deleted once forwarded to an email
  • Voicemail Messaging
    Messaging integrated with your ShoreTel Connect phone system
  • Voicemail To Email Group Notification
    Multiple email addresses can receive notification of voicemail receipt
  • Voicemail To Email WAV File Forwarding
    Sends a notification with the WAV sound file attached to any email address

Conferencing / Collaboration

  • Audio Conferencing
    Initiate audio conferences with the touch of a button, connecting to the people you need when you need them - no need to schedule or reserve a room
  • Conferencing Floor Control/Moderator
    A user can serve as moderator for a conference call, managing invitations, viewing and resetting "hand-raises," muting individual participants, and more
  • On-Screen Moderator Conference Controls
    A user can manage conference participants from a conference service menu on the phone
  • Instant Messaging
    Chat with co-workers, regardless of geographical location. Eliminate multiple, insecure and unmanaged instant messaging applications
  • Presence
    Quickly see if colleagues are available to chat or if they're on the phone. ShoreTel Connect App automatically updates your status for you
  • MS Outlook Integration
    Integrate with Outlook and ICS calendars for event scheduling and invitation automation. Capabilities include importing contacts from phone, IM, email, as well as importing personal and public contacts.
  • Peer-To-Peer Video Chat
    With ShoreTel's Connect App, you can have a face-to-face conversation with a co-worker whether they're in the same office or on the other side of the world
  • Desktop Sharing
    Launch a desktop sharing session during an audio or video chat. Share your entire screen or choose which portion of your screen you would like to share
  • File Transfer
    ShoreTel's Connect App makes it easy to send files, even large ones to any user during a chat

Administration

  • 311
    A 3 digit number reserved for local/city non-emergency services in many communities
  • Directory Assistance Listing
    ShoreTel ensures that your company's directory assistance listing (411) is accurate. Your main listing is included with your service; supplemental directory assistance listings may incur an additional charge
  • 800 Numbers / Toll Free Numbers
    Toll free numbers let customers call you free of charge to them to make sure you always can be reached. Vanity toll free numbers let you brand your phone number
  • Enhanced 911 Service
    ShoreTel sends location information to your geographically local Public Safety Answering Point (PSAP) when a 911 call is made from an on-network ShoreTel phone
  • Alternate Outbound Dial Digit
    An additional digit is allowed to make an outbound call due to requirements form the customer to send certain digits (e.g. to send blocked call ID).
  • Authorization Codes
    Require a code to make certain kinds of calls. Used to prevent unauthorized international or regional billed calls
  • Customer Logos
    Customers can upload a logo (or multiple logos) to appear on supported
  • Fraud Monitoring
    ShoreTel routinely monitors unusual international activity for potential abuse
  • Hardware Reassignment
    Users can log in and out of phones, allowing for time-sharing of phones or moving one's presence from one phone (e.g. home phone) to another phone (e.g.office phone) and back
  • Line Management
    An administrator can create new users and change names
  • Nationwide Telephone Number Availability
    ShoreTel works with our partner carriers to secure telephone numbers across the United States
  • Outbound Caller ID
    Outbound caller ID can be configured by ShoreTel to announce individual Direct Inward Dial (DID) numbers or the company's main number, or it can be blocked entirely
  • Outbound Caller ID Blocking
    ShoreTel can restrict, by location, your company's outbound caller ID information from being announced
  • Password Administration
    An administrator can manage phone and voicemail passwords online
  • Privacy Settings
    ShoreTel can configure whether customer phone line can be accessed by Pick Up, Barge, and other features that increase group functionality but reduce privacy
  • Multiple Emergency Numbers
    Emergency Notifications can be easily configured to monitor nonly North America specific emergency number (911) but also - or instead - other emerfency numbers

Management

  • ShoreTel Connect Portal
    ShoreTel provides individual users as well as phone systems administrators the access they need to configure and manage their system, set preferences and monitor activity through this simple, easy-to-use web interface

Calling Features

  • Operator
    Operator Call Manager gives your corporate operators, executive administrators and departmental receptionists a flexible tool for managing Unified Communications with the highest levels of customer service.
  • Call Recording
    Records and stores voice conversations over PSTN or VoIP networks in a digital audio file format; often used for quality and training purposes in a contact center, or for legal and compliance reasons.
  • Web & App Dialer
    Automatically dial a number from the web or your app by clicking on it
  • VoIP Fax
    Send and receive faxes over IP, between email and fax machines, with full fax capabilities from your email client.
  • Archiving
    Keep your instant messages, contact center recordings, and confrence calls saved and archived for easy access and records. Storage of recordings is unlimited, and there is no limit on the time you can keep your recordings stored.
  • Call Blocking
    Calls to the 976 exchange or 900 area code can be blocked
  • Forced Conference Barge
    Allows a user (the barge initiator) to barge another user's (the barge target) phone by forcing a conference call into an existing conversation
  • Monitoring Barge
    Allows an authorized user (the barge initiator) to listen in on an active call of another use (the barge target)
  • Call Hold Beep Timer Interval
    Administrators can customize the Call Hold beep ('chirp') timer interval for individual lines
  • Caller ID
    View callers' phone numbers (if available) on incoming calls
  • Caller ID With Name
    A service that displays the caller's name on the calling party's digital readout. This is similar to Caller ID except that the calling party's name is displayed along with the calling number or instead of the calling number
  • Classes Of Service
    Allows restriction of outbound calls, either entirely, or by calling areas (local, toll, domestic, international) on a per-user basis
  • Hold
    A user may pause the current conversation, and retrieve the call from the same phone
  • Intercom Groups
    ShoreTel can set up intercom groups that enable a user to communicate hands-free with multiple users via their speakerphones
  • Intercom One-To-One
    Two users can communicate hands-free via speakerphone
  • International Caller Name Display
    This option allows the caller's name, in addition to his or her extension, to be displayed on the recipient's phone
  • Paging Groups
    Users can page (one-way speakerphone) groups of phones throughout the enterprise, regardless of physical location
  • Phone Alerts
    Some phone system events, such as missed calls and new voice messages, are brought to a user's attention by on-screen alerts. These brief messages appear near the top of the phone's display
  • Redial
    A user can call the previous internal or external phone number dialed without re-entering the number
  • Remote Phone Use
    Remote and traveling users can use a ShoreTel phone from any location with a cable/DSL broadband connection, such as a home office
  • Speed Dial
    A user can program up to 16 internal or external numbers as two-digit speed dials accessed using a feature code
  • Transfer-Announced
    A user can send a current call to another extension or phone number after conferring with the recipient. This puts on hold the primary call, opens up another call with the party intended to receive the primary call, and allows the user to speak with the recipient before actually connecting the transferred call. This is also called a warm transfer, consultation transfer, and supervised transfer
  • Transfer-Unannounced
    A user can send a current call on his phone to another extension or phone number without first speaking to the recipient. This transfers a call without notifying or waiting for a response from the person at the destination number. This is also called cold transfer, blind transfer, immediate transfer, and unsupervised transfer

Third Party Integrations

  • Open APIs
    The ShoreTel phone system can be configured to integrate with core applications like the CRM, ERP or ATS. Pre-packaged offerings, which enable; click-to-dial, inbound call screen pops, automated call records and simple note entry, are available for many popular systems.
  • Innovation Networks
    A growing community of technology companies, the members of the Innovation Network leverage ShoreTel's open architecture to develop hardware, software, and services that extend the capabilities of ShoreTel's unified communications and enterprise contact center solutions.
  • Advanced Applications
    ShoreTel 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's existing business applications. By tying organizational communications into core business processes, these innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise. ShoreTel 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's existing business applications. By tying organizational communications into core business processes, these innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise.

Mobility

  • Find Me, Follow Me
    Provides the ability to forward calls based on call routing rules defined by you
  • Office Anywhere
    Easily set up your four digit extension to ring on any network phone. It's easy to assign your extension, so that when visiting a remote office any deskphone can ring as your direct line.
  • Softphone
    Switch into softphone mode on your Connect app, add a headset, and your computer becomes a phone.
  • Join Button
    A one-click "join" button for conferences that eliminates dial-ins and passcode entries. Instantly join ShoreTel, WebEx and Gotomeeting conferences.
  • Auto Hand-Off
    Enables automatic Wi-Fi/cellular call handover
  • Dual Persona
    ShoreTel Mobility allows your users to separate their business and personal communications on a single device, a "dual persona" solution that maintains separate identities.
  • Wearable Devices
    ShoreTel Mobility is available for the Apple watch. Your users can download the app for free from iTunes.

Phonebooks, Directories, Call Logs

  • Company Phonebook
    A dial-able list of company extensions configurable by a client administrator or ShoreTel and accessible from the phone and the ShoreTel Connect Portal
  • Employee Directory
    A dial-able list of users and extensions of your enterprise's ShoreTel Connect CLOUD phone system accessed from the phone and the ShoreTel Connect Portal
  • On Phone Call Logs
    Display the date and time of missed, received, and placed calls for a particular user
  • Inbound/Outbound Call Detail Reports
    Administrators can view and export inbound and outbound call details by originator, destination, rate centers, duration, and cost

Security And Compliance

  • Voice And Signalling Encryption
    ShoreTel protects IP voice against unauthorized recording, playback and other forms of electronic snooping. ShoreTel also uses SSL/TLS to protect instant messaging sessions.
  • Encrypted Audio (SRTP)
    Protect your audio conferences and the information discussed with Secure Real-time Transport Protocol (SRTP) encrypted audio
  • Remote Access Secure Tunnel (RAST)
    This protocol uses an encrypted tunnel that uses UDP to transport media packets to improve voice quality in less than ideal Internet conditions. This protocol falls back to TCP for media transport if UDP fails. TCP is used for signaling traffic
  • Reverse Proxy
    Reverse proxies are intermediate proxy servers that provide internal server resources to requesting clients outside the corporate network. Outside clients interact with the proxy server as if it were the requested server without having to contact directly the actual server providing the resources. The Edge Gateway employs this technology for outside access to authentication, bootstrapping, and CAS servers.
  • Traversal Using Relay Around NAT (TURN)
    When clients behind separate NAT firewalls are trying to communicate, they require the use of an intermediate server that acts as a relay for packets. The relay server uses TURN and is usually deployed in the corporate DMZ. The Connect client uses this technology to connect to the corporate PBX network
  • Web Real-Time Communication (WebRTC)
    WebRTC is an API definition that supports browser-based apps for media communications and file sharing. The Edge Gateway implements WebRTC - both Conferencing and Connect Contact Center utilize WebRTC for real time communication using a web browser.
  • One-Time Conference Access Codes
    A one-time conference access code is used for security purposes and you wish for the conference to expire.
  • 7-Digit Access Codes
    A seven digit PIN number used to access a conference call. These access codes can be for a moderator, presenter, or participant.
  • Password Protected Conference
    Password protected conferences provide an extra level of security for your most sensitive conference calls
  • Encrypted Web Conferences (HTTPS)
    Encrypted web conferences provide a highly secure environment when sharing your critical sensitive company information
  • Conference Locking
    A conference moderator / leader host can lock and unlock a conference call anytime during the call via phone keypad.

Technology:

Personalized App Features

The ShoreTel Connect app is a next-generation user interface that provides a personalized communications experience by presenting intuitive access to the information you use most. As users engage the Connect app, the panel slides open to guide what a user might want to do next. Features appear as you need them, and include:

  • Action icons that trigger calls, video, web sharing, call recording, raise hand, mute self, mute all, and add a participant
  • Contact timeline that shows all past communication with a co-worker, including a drill down into detail
  • Favorites to quickly access the people and groups you need most
  • Event wizard to set up calls and collaborations including presenters, agendas, invitations, and more
  • Call outs so meeting organizers can call late attendees and conference them into the meeting
  • Agenda timer that tracks agendas in real time to help participants keep conferences on topic
  • Raise hand feature to manage conversations with large groups
  • Visual audio monitoring to mute participants who have distracting background noise
  • Integration with Outlook and ICS calendars for presence, meeting invitations and scheduling
  • No VPN required for remote use

The ShoreTel Connect Experience

The ShoreTel Connect app is there when you need it, and stays out of the way when you don’t. In its ready state, it is a slim control panel; as you engage its features, the single panel slides open to present communications and collaboration tools that make everyone’s workday simpler.

Ready-state features include:

  • Directory to quickly locate contacts by name or number
  • Personal preferences to set presence (availability status) and personal call handling
  • People to view co-worker presence and organize contacts into favorites and groups
  • Recent to see past communications and collaboration with co-workers
  • Events to create and schedule meetings, generate alerts and provide one-click access to online meetings, calls and web collaborations
  • Conversations for quick access to the people you’ve communicated with most recently

ShoreTel Connect during an IM session. Simply click the green "phone" icon to escalate to a call.
ShoreTel Connect during an IM session. Simply click the green "phone" icon to escalate to a call.

When viewing a contact, the Recent tab displays a contact timeline. Filter and display inbound and outbound calls, voicemail messages, and IM sessions.
When viewing a contact, the Recent tab displays a contact timeline. Filter and display inbound and outbound calls, voicemail messages, and IM sessions.

When setting up an online meeting, users can create an agenda which becomes a real-time, animated meeting timekeeper for all to see during the call.
When setting up an online meeting, users can create an agenda which becomes a real-time, animated meeting timekeeper for all to see during the call.

Online meetings can include peer-to-peer video as well as desktop sharing. It's easy to expand the Connect app view to see video and sharing full screen.
Online meetings can include peer-to-peer video as well as desktop sharing. It's easy to expand the Connect app view to see video and sharing full screen.

Robust System Features

Like all ShoreTel Connect systems, ShoreTel Connect CLOUD is an end-to-end solution. ShoreTel designs and develops our own phones, voice switch technology, platform software and advanced applications. This ensures that all components are optimized for peak performance; you never need to worry that a system upgrade or new feature might cause an unexpected issue with performance.

Connect CLOUD phone systems include:

  • IP PBX telephony services, with call control, call routing, voice mail, music on hold and automated attendant
  • ShoreTel desk phones with feature keys for system directory, intercom, conference calling, transfer, redial, hold and other options; soft keys for presence status, pick up, park and more
  • ShoreTel Connect desktop app for PCs and Macs, for user call control, contacts, event scheduling, event history and collaboration suite control
  • ShoreTel Connect mobility app for Android and iOS mobile and wearable devices, to extend full desk phone call handling and UC suite capabilities to the user’s mobile devices. More than simple call forwarding to a user’s mobile device, the Connect mobility app includes:
    • one-click “Join” button for conferences that eliminates dial ins and passcode entries
    • automatic Wi-Fi/cellular call handover
    • “dual persona” separation between business and personal calls
    • peer-to-peer video calling
    • SRTP security for both voice and UC signals, even in public hotspots.
  • Collaboration suite: robust unified communications including instant messaging, audio conference calling, web collaboration, desktop sharing, point-to-point video calling and room-based video conferencing
  • Integration with Microsoft Outlook and ICS calendars for event scheduling and invitation automation
  • Integrations with third-party applications like ShoreTel for Salesforce®, NetSuite, and most popular CRMs
  • Productivity apps like operator, web dialer, and app dialer
  • Softphone functionality—add a headset and your computer becomes a phone
  • ShoreTel Connect Portal, the browser-based system administration program lets system admins set account levels, user permissions and manage billing Additional Connect CLOUD services include:
  • ShoreTel Connect Fax, which gives users the ability to send and receive faxes over the Internet
  • ShoreTel Connect CLOUD Contact Center for multi-channel customer sales and service operations
  • ShoreTel Connect CLOUD Connectivity which provides efficient, scalable “private network” offerings including T1, Multiprotocol Label Switching (MPLS), or Ethernet

Communications Platform Deployments:

The Advantages Of A Hosted Business Phone System

Cloud computing—which is also often called “hosted” or “software as a service” (SaaS)—is an increasingly popular way to acquire new technologies. Rather than purchase, install, and maintain an application, users subscribe to a monthly service  in which cloud applications (including cloud VoIP systems) are located in secure data centers, and vendors take responsibility for owning, configuring, and managing them. Businesses connect to these applications through the Internet or private connections. The benefits of the cloud phone systems are plentiful.

Why Choose a Managed Cloud Phone System?

Strategic Focus
IT resources devoted to business phone administration can keep resource-constrained departments from being able to focus on key business initiatives. This distraction limits your company’s ability to compete in your marketplace.  Selection of a cloud-based VoIP alternative eliminates those IT headaches, reduces resource costs and frees up your team to focus on growing your business.  If running a phone system is not a core competency of your company, why would you waste valuable resources doing it?

Selection of a cloud based VoIP alternative eliminates those IT headaches, reduces resource costs and frees up your team to work projects that relate to your core business.

Evolution
As businesses grow, their needs change. By accessing one centralized software platform in the cloud, customers can request and take advantage of new features and capabilities, which can be added and made available to all customers at the same time without any disruption, effort or new hardware requirements.  Choosing a cloud-based VoIP telephone system is one way to future-proof your business and lay the foundation for a suite of the latest in collaboration and mobility solutions.

Cloud VoIP solutions allow you to protect your business’s voice just like your protect the integrity of your networks.

Mobility And Uniformity
As we become increasingly mobile and remote work becomes standard operating procedure, companies are looking for more efficient ways to keep their team united even when they are physically apart. Cloud based phone systems can make remote work seamless.  People working from home, hotels, or even the beach can make, take and manage a call just like they were sitting at their desk.

The difficulty in integrating technology and telephony across many locations is another reason why cloud VoIP solutions are popular.  They allow easier implementations and uniform deployments.  Users have the same experience, and all your locations sound the same to callers.  Four-digit dialing between offices and the ability to transfer calls from one location to another improve efficiency and customer service.  In addition, locations can back each other up during peak call times or emergencies and resources in different time zones can be leveraged to meet client needs.

The difficulty in leveraging technology and telephony across many locations is another reason why cloud VoIP solutions are popular.

Disaster Recovery – Reliability, Resiliency, Redundancy
The cloud VoIP model provides an embedded continuity plan that’s built into your implementation.  In fact there are two types of DR plans; loss of connectivity and inability to get into the office.  While clients and prospects may assume that a bounced email is a technical glitch, they tend to regard a fast busy signal as a sign that a company has gone out of business.  Cloud VoIP solutions allow you to protect your business’s voice just like your protect the integrity of your networks.

Service Plans:

ShoreTel Connect CLOUD service plans offer a variety of unified communications tools and options—choose the right combination for your business needs.

Convenient and Cost-Effective

Every business has unique communications needs. ShoreTel Connect CLOUD phone system and UC features are are packaged in three different service plans, so you can subscribe to exactly the mix of features that your company needs. ShoreTel gives you the flexibility to mix and match service levels, so you can adapt to changing business demands as they arise.

  • Essentials includes all business telephony call handling features plus key UC features like instant messaging, presence, video calling, conferencing, web sharing and online meetings.
  • Standard includes additional features for supervisors, managers, and sales and service teams, including expanded conferencing capacity; the Connect mobility app that delivers full UC capability to mobile devices; voicemail to text transcription; and integration with Salesforce or similar CRMs.
  • Advanced increases conferencing and web sharing capacities for power users, and adds recording, archiving and operator features for advanced call handling capability.

Add, reduce, upgrade, and change service plans as you need. It’s easy to self-provision through the ShoreTel Connect Portal management dashboard. And as your organization grows, you can easily add users to the plans that align with their individual roles.

Doing business with ShoreTel has always been easy. With ShoreTel Connect CLOUD service plans, we’ve made it even more brilliantly simple.

Feature Essential Standard Advanced
Direct dial
Minutes per month1 Unlimited Unlimited Unlimited
PBX features
ShoreTel Connect Portal
ShoreTel Connect desktop app
Voicemail
Audio conferencing 8-Party 25-Party 100-Party
Desktop sharing 4-Party 25-Party 100-Party
Instant messaging
Presence
Video calling
Softphone
Outlook integration
Web & app dialers
Find me, follow me
ShoreTel Connect mobility app -
Voicemail transcription -
Salesforce integration -
Call recording - -
Archiving - -
Operator - -
Internet fax 2 2 2
Multi-modal contact center 2 2 2

1 Domestic Outbound calls
2 ShoreTel Connect CLOUD Fax and ShoreTel Connect CLOUD Interaction Center are purchased separately

Contact CenterContact Center:

ShoreTel Connect Contact Center Is Your All-In-One Solution

Wish your cloud phone system offered more features so you can serve your customers and manage call volume better? Know that you want hosted contact center solution? ShoreTel Connect Contact Center could be the right choice for you.

ShoreTel Connect Contact Center extends contact center functionality to your entire enterprise. Just like ShoreTel Connect CLOUD, it's managed by our IT professionals at our data centers, so you can rely on it worry-free, while mainaining local control over system call flow scripting and reports.

The Advantages of a fully hosted contact center solution

Integrate phones, email and chat with CRM, advanced call routing and reporting

Designed for easy operation
You want to spend your time managing your business, not your call center

  • Overflow—any employee can be added to contact center queues, and automatic overflowing during busy periods reduces staff costs and improves service
  • Advanced App Integration— amplify performance of Salesforce, MS Dynamics, NetSuite and other business process amps with click-to-call functionality, inbound screen pops, automated call notes, and enhancing metrics
  • Self-service—supervisors have direct web-based access to all administrative functions including live dashboards, reports and queue configuration
  • Flexibility—easy enough to use contact center functionality in untraditional ways, like treating your inside sales team like a virtual contact center

Key features for optimal performance
ShoreTel Connect CLOUD Contact Center has all the features you need for call center efficiency and effectiveness

  • Call recording - purposeful call recording that includes agent evaluation forms that allow supervisors to track agent performance over time
  • Full ACD control - queues can be created on the fly and managers control every queue property
  • Prioritized skill routing - agents are added to queues with a priority that defines the order in which calls will be distributed; combine mulitple queue priorities and agent priorities to easily route calls to the right agent at the right time
  • Configurable hold - each queue can have different hold treatment, including music, announcements, estimated wait time and more

Real-time, actionable reporting
Improve service levels, adjust staffing, anticipate needs

  • Easy to understand dashboard with ACD activity now and the preceding 60 minutes
  • Quickly asses agent and queue status with color activity coding
  • Creating reports requires no special knowledge or training—they're point and click simple to configure
  • Drill down into individual call detail can be exported to Excel for offline analysis

Network & Professional Services:

Ensuring best performance for your business communications

Make sure your team, network and processes are trained and optimized for best business phone system performance. Whether or not you have an IT department, ShoreTel can work with you and your partners to ensure your IP networks are designed, configured and mangaged for optimum performance through all stages of the project lifecycle—from project Discovery, to Delivery, and ongoing Management.

  • Business Continuity—confirm the network is optimally configured for support of ShoreTel solution 
  • Reduced Time to Deployment—improve speed and efficiency of migration
  • Quality Assurance—validate the network has the capacity to support the planned installation
  • Unique Solutions—develop custom integrations and solutions

Discover

A great design leads to a great experience. On a hosted PBX phone system, ShoreTel works with you to ensure that everything is considered. Our professional service experts are ready to assist clients with especially unique requirements.  Members or our Engagement Team will work with you to outline a Statement of Work, so you’ll know in advance what to expect from the project. And that extends from assessing your current network capabilities to the final stages of system implementation, training and turnover.

  • Network Services Portfolio: Network Design Validation 
  • Network Services Portfolio: Network VoIP Readiness Assessment
  • Network Services Portfolio: Network WLAN VoIP Readiness Assessment
  • System Design
  • Mobility
  • Custom 

Deliver

ShoreTel's experts will be on-site to work with your internal IT resource or a trusted third party to deliver a complete, certified and integrated solution.  Delivery minimizes the impact on your IT resources, speeds the timeline for implementation, simplifies the transition for your staff and ensures a predictable implementation cost.

  • Network Services Portfolio: Network Delivery
  • JumpStart and ExpertStart Implementation Services
  • Hosted Contact Center
  • Integrated Applications

Manage

Sometimes your business demands more than just maintenance and support. ShoreTel Advanced Services are designed to ensure you get most from your Brilliantly Simple solution, even when your environment is complex and changing. ShoreTel offers a variety of different services designed to provide additional value and assistance when and where you need it.

  • Network Services Portfolio: Network Diagnostics
  • Enterprise Support Advantage
  • Health Checks
  • Technical Support
  • Training Services

Advanced ApplicationsAdvanced Applications:

Mulitply Team Effectiveness - Customize Communications With Advanced Applications

Application integration can deliver on the promise of unified communications by tying organizational communications into core business processes. These innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise, increasing the return on investment of both the communications platform and the customer's existing business applications.

ShoreTel offers a portfolio of software applications that deliver on the promise of unified communications (UC) by increasing return on investment of both the ShoreTel Connect system and a customer’s existing business applications. By tying organizational communications into core business processes, these innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise.

Packaged offerings include automated Call Recording, Emergency Notification, Active Directory Import, and Outbound Campaign IVR as well as add-ons for ShoreTel Workgroups and Connect Contact Center, and integrations with Salesforce, Microsoft Dynamics CRM, Desk.com, Zendesk, Sage ACT!, NetSuite CRM, Copitrak, Equitrac, and many others. Software integration boosts organizational productivity and offers organizations crucial communication and safety benefits such as internal notification when emergency calls are placed on the ShoreTel Connect system.

In addition to an expanding set of packaged solutions, ShoreTel offers custom software development services to address unique business requirements and give organizations a competitive edge. Examples of custom capabilities include the ability to embed ShoreTel call control within other applications or to automatically harvest in-depth statistics using customer information. Both packaged and custom applications are available through authorized ShoreTel resellers and distributors.

Applications by Function

Advanced Unified Communications

  • Active Directory (AD) Import Application
  • Application Dialer (“AppDialer”)
  • BCA (Bridged Call Appearance) Call Hold Monitor
  • Call Recorder
  • Call Router
  • Caller Directed Router
  • Connect Fax
  • Cost Recovery Integration Application
  • “Do Not Call” Integration Application (part of the Cost Recovery Integration Application)
  • Do Not Disturb (DND) Override Application
  • Emergency Notification Application
  • Enhanced Paging Application
  • Hospitality Connector
  • Multi-Super Group Application
  • Nuisance Call Handler Application
  • Outbound Campaign IVR Application
  • Phone Use Scheduler Application
  • Schedule Based Routing (“On Call Router”) Application
  • Site Router Application
  • System Directory Synchronization Application
  • Transfer to Prompt Application
  • Voice Forms IVR Application
  • Web Dialer

Enhanced Reporting

  • Connect CLOUD Call Recording
  • Connect Scribe
  • Custom Reports
  • Enhanced Reports
  • Real-Time Workgroup Monitor Application
  • Report Scheduler Application

Contact Center

  • Call Recorder
  • Contact Center Agent Dashboard
  • Contact Center Email Alert Service
  • Contact Center Instant Override Message
  • Contact Center Interaction Viewer
  • ShoreTel For Desk.com
  • ShoreTel for Salesforce Connector for Contact Center IVR
  • ShoreTel For Salesforce Call Reporting Service
  • ShoreTel For Zendesk

CRM & Business Process Integration

  • ACT! Integration Application
  • AMS 360 Integration Application
  • Connect CLOUD InsightSquared Integration
  • Connect CLOUD JobDiva ATS Integration
  • Connect CLOUD JobScience Integration
  • Connect CLOUD MaxHire ATS Integration
  • Connect CLOUD NetSuite Integration
  • Jack Henry Symitar Screen Pop
  • LexisNexis Time Matters Integration Application
  • Microsoft Dynamics CRM Integration
  • NetSuite Integration
  • RightNow CRM Integration
  • ShoreTel for Salesforce
  • ShoreTel for Salesforce Connector for Contact Center IVR
  • ShoreTel for Salesforce Call Reporting Service
  • SEDC UtilityPOWERnet Connector
  • Universal CRM Connector (aka “EasyPop”) Application
  • ShoreTel For Zendesk

Applications by Industry Vertical

Banks & Credit Unions

  • Emergency Notification Application

Education

  • Active Directory (AD) Import Application
  • Do Not Disturb (DND) Override Application
  • Emergency Notification Application
  • Outbound Campaign IVR Application
  • Phone Use Scheduler Application

Health Care

  • Call Recorder
  • Call Router
  • Emergency Notification Application
  • Outbound Campaign IVR Application
  • Schedule Based Routing (“On Call Router”) Application
  • Web Dialer

Law Firms

  • Cost Recovery Integration Application
  • LexisNexis Time Matters Integration Application