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ShoreTel Connect ONSITE
On-Premises Unified Communications and Business Phone Systems


ShoreTel Connect ONSITE

 

Overview:

ShoreTel Connect ONSITE is easy on IT, delivers great financial returns, and 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.

Discover the ShoreTel Connect ONSITE difference: an exceptional user experience that presents robust system features in an entirely user-friendly way. Distributed architecture that assures business communications continuity. An outstanding management interface that saves time and money, and line of business integrations that make time and money. All with the lowest total cost of ownership of any on-premises system.

Exceptional User Experience

A ShoreTel Connect ONSITE 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.

Business Communication Continuity

If you’re like most companies, customer communication is the heart of your business. You can’t afford a moment of downtime, especially if you’ve invested in integrating your line of business apps with your phone system.

If you’re seeking fail-proof redundancy that’s affordable and easy to manage, the ShoreTel Connect ONSITE modular architecture and simple “N+1” system redundancy provides automatic back-up for three possible points of failure:

  • a WAN outage
  • a voice switch outage
  • an application server outage.

ShoreTel voice switches can operate independently of the network, and your routers and phones are registered locally through the switch to the telco so they’ll continue to work. You’ll never lose dial tone. You can rest assured that ShoreTel Connect ONSITE is highly reliable, with 99.999% availability.

Outstanding Management Interface

We designed ShoreTel Connect ONSITE to simplify system administration, when compared to products from other on-premises communications providers. Our cross-browser compatible administrative app, ShoreTel Connect Director, delivers a “single image” view of your entire network, no matter how many phones or sites you manage.

Because we’ve streamlined provisioning, account set up, maintenance, and moves/adds/ changes (MACs), your IT team will spend far less time thinking about your phones compared to solutions from other vendors—saving your team time and your bottom line money. In fact, ShoreTel Connect ONSITE is so easy to administer that non-technical employees can handle MACs in seconds.

Line Of Business Integrations

Customer relationships are built on clear communication, and when business managers can measure and assess customer touch points they can improve the quality of their sales and service. When that information is directly integrated with the business phone system, the quality and usefulness is compounded. Your phone system becomes a tool to drive revenue.

ShoreTel Connect ONSITE includes packaged integrations with Outlook, ShoreTel for Salesforce, MS Dynamics, NetSuite, ACT!, Zendesk, desk.com and other popular LOB apps. ShoreTel offers dozens of additional advanced applications and plug-ins that extend system utility:

  • Merge call records with customer records to raise the efficiency of your customer service
  • Identify sales trends, and optimize staffing
  • Track cost accounting so clients are billed correctly for phone consultations.
  • Contact specified phone extensions with custom messages in emergency situations

Lowest Total Cost of Ownership

ShoreTel has an established reputation for long-term cost efficiency built on the strength of our signature distributed architecture, ease of use, and simplicity of administration. Our communications platform reduces the impact on IT resources, saving companies money.

In the recent issue paper, Minimizing Costs, Maximizing Value of IP Telephony, Nemertes Research found that ShoreTel’s onsite solutions had both the Lowest First-Year Costs and Lowest Overall Costs among all vendors in their study, which included the major UC brands.

Investing Cap Ex in a ShoreTel Connect ONSITE platform creates future benefits by increasing the book value of your company and by reducing long-term costs through amortization and depreciation.

How it works

ShoreTel Connect ONSITE is designed for optimum call quality and reliability, and it is so easy to deploy that it’s practically plug-andplay. Our end-to-end solution includes phones, trunking, voice switches, IP PBX, mobility router, edge gateway, collaboration applications and the ShoreTel Connect apps for desktop and mobile devices.

ShoreTel ST Series Voice Switches

ShoreTel Connect ONSITE typically features a central deployment of ShoreTel ST series voice switches, the 5th generation of ShoreTel’s pioneering approach to VoIP architecture. The voice switches aren’t servers, they’re flashbased appliances that provide the connection between your local telephone companies and your IP network. ShoreTel switches handle call control intelligence, including routing tables and database. They’re available for SIP, PRI or analog trunking in either solid-state hardware, or virtualized form running on your X86 compliant server.

The all-new ST series switches feature two-stage upgrades, built-in conference ports, 500-port IP switches and USB ports for extended logging. They run on Linux DVS and are seamlessly interoperable with Windows DVS, including the OVA image for deployment on virtual machines. There’s no need to install or manage the operating system, it’s part of the ShoreTel software.

Your switch installation is supported by a single application server. No matter how large or spread out your operations may be, one server is all you’ll ever need2 for your entire ShoreTel system. On that server, you’ll run our best-in-class network administration software, ShoreTel Connect Director, and the ShoreTel Connect desktop app.

To provision additional locations, simply add a voice switch to handle the number of phones needed at the new location. ShoreTel uses peerto-peer connectivity to distribute your system’s intelligence across all the installed devices. This enables multi-site phone systems to work like a single system, managed by a simple web interface. This “single image” architecture makes even huge deployments unbelievably easy to set up and maintain.

ShoreTel Connect ONSITE Product Family

ShoreTel Connect ONSITE Product Family

ShoreTel Connect ONSITE is a complete, end-to-end solution, including the ShoreTel ST Series phone and trunk switches and an array of phone models: (from lower left) the IP 655 for executives and conferencing; the IP 485g color display; the BB424 operator button box; the ShoreTel Dock, which converts any iOS mobile device into a fully featured desk phone; the 930D portable DECT phone with charger; the IP 420 for basic phone functionality and IP 480 and IP 480g for general office use.

ShoreTel Edge Gateway

The ShoreTel Edge Gateway improves access to the ShoreTel Connect system for remote and teleworkers. With the ShoreTel Edge Gateway, there is no need for offsite users to launch a VPN to use ShoreTel Connect, their IP 400 series phones, and/or the ShoreTel Connect ONSITE Interaction Center application. Highly secure and Web RTC compatible, the Edge Gateway is a virtual appliance managed through ShoreTel Connect Director.

ShoreTel Connect ONSITE Architecture

ShoreTel Connect ONSITE Architecture

ShoreTel Connect ONSITE delivers 99.999% availability by distributing call control intelligence across your entire network. Adding a single redundant ShoreTel voice switch ensures call continuity in the event of a a WAN outage, a switch outage, or an application server outage.

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 ring group, allows calls to a single number to ring on multiple phones simultaneously or in series
  • Call Stack
    The call stack size determines the maximum number of calls that (up to 16) you can handle through the Connect Client
  • Call Waiting
    A call waiting tone will be presented id you are on another call

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.

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

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 Portal
  • Employee Directory
    A dial-able list of users and extensions of your enterprise's ShoreTel Phone System accessed from the phone and the ShoreTel 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

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.

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.
  • Web & App Dialer
    Automatically dial a number from the web or your app by clicking on it
  • Call Blocking
    Calls to the 976 exchange or 900 area code can be blocked
  • 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
  • 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)

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

Mobility

  • Find Me, Follow Me
    A user can create lists of numbers that he would like to be 'found at' (such as a cell phone) before sending an inbound call to voicemail. Find Me lists are more sophisticated than Call Forwarding; e.g. a user can configure it to first ring his office phone, then after a number of unanswered rings, to ring his cellphone, then his home phone
  • Softphone
    Switch into softphone mode on your Connect Client, add a headset, and your computer becomes a phone.
  • Join Button
    A one-click "join" button for conferences that eliminates dial-ins and passcode entriesique ring tone. Instantly join ShoreTel, WebEx and Gotomeeting conferences without dial in hassles.
  • 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.

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

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 ONSITE 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 ONSITE 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, MS Lync, 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 Director, the browserbased system administration program that provides a “single view” of the entire system status including individual phones, call detail recording (CDR), trunk lines, and user account moves/adds/changes and feature permissions

Additional Connect ONSITE products include:

  • ShoreTel Edge Gateway, to eliminate VPN login for remote and teleworkers
  • Advanced Applications like emergency notifi cation, caller directed routing, enhanced IVR campaigns, enhanced contact center reporting and dozens more
  • Workgroup functionality for both supervisors and agents for additional call routing functionality
  • ShoreTel Connect ONSITE Contact Center for multi-channel call and contact center operations

Communications Platform Deployments:

Onsite As A Strategic Choice

Your company has more options then ever when it comes to a new business phone system.  When considering an on-premises communications platform, you should first review your current telephony situation. For example, are you connecting your phones to the Public Switched Telephone Network (PSTN) with a legacy, analog system like TDM? If you are, you'll find immediate cost savings by making a change to voice over Internet Protocol (VoIP) service delivery.  From a delivery standpoint, you could consider a hosted cloud PBX solution if your IT resources are limited; or you can choose an on-premises solution and retain full operational management and control of your service.

Why Choose a Managed Onsite Phone System?

Control
Do you have IT resources at hand? If they are accustomed to managing and maintaining an onsite communications system (whether TDM or IP), they may want to consider managing the service in-house. Some companies are required to control their own data for security or privacy reasons, so an onsite phone system is right for them. Other companies simply feel more comfortable knowing that they are in control of all maintenance, management, and upgrades.

However, even the most highly skilled IT team can be burdened with an IP on-premises platform that is characterized by duplicative, redundant and complicated tasks. Nothing is more frustrating, time-consuming and budget-busting than a bloated, hard-to-administer onsite phone system. And beware of systems that offer lots of bells and whistles, but make users jump through hoops to use them.  Nothing is more discouraging than launching "the big phone project" and having it fall flat due to complicated, hard-to-master user interfaces (not to mention the cost of increased calls to your helpdesk).

Beware of systems that offer lots of bells and whistles, but make users jump through hoops to use them.

Capitalize Your Expenses
Some companies prefer to make long-range planning and investment part of their financial strategy. Institutions that prefer to capitalize major expenses, rather than incur recurring monthly operational expenses, are good candidates for an onsite business phone system. On-premises business phone systems can be an excellent investment—if you choose the right vendor.

Just because you prefer to invest does not mean you prefer to overspend. Choose your onsite vendor wisely, and consider every expense you will incur, from the upfront capital investment through the costs of deployment, maintenance and on-going system management. All onsite solutions are not the same. Many do not offer true scalability; instead major expansions require major forklift upgrades.  Many do not offer streamlined, single-screen administration, with moves/adds/changes (MACs) made in seconds with button clicks; instead they require duplicative entry of account names, on each screen that enables a key function.

 Time is money, and it can be very surprising to calculate the true cost of maintaining a number of the on-premises solutions available today. This total cost of ownership (TCO) is an important metric when researching onsite business communications options.

Total cost of ownership (TCO) is an important metric when researching onsite business communications options

Leverage Current Investments
Your company is a good candidate for an onsite business phone solution if you are already running your own data center. With the growth of virtualization, more and more businesses have eliminated redundant and expensive servers and instead rely on VMware and Hyper-V technologies to share hardware resources across an array of applications.

Deploying a virtualized communications platform on your industry-standard x86 servers makes good sense and increases your data center ROI. With ShoreTel, companies that have multiple locations across wide distances can even "mix and match" their onsite deployments, putting the virtual phone system at their headquarters while utilizing fail-safe, solid state ShoreTel voice switch appliances in field offices.

Your company is a good candidate for an onsite business phone solution if you are already running your own data center.

International Operations
Companies with international locations will often rely on onsite phone systems in remote spots, even if they prefer that the majority of their employees be served by a cloud phone system provider.  Global organizations want to trust their call handling, but in some locations, international public Internet may be less reliable.  In these situations, an on-premises phone system makes sense, especially when the IP phone vendor offers a hybrid solution that allows the onsite and cloud deployments to work as a unified system with full 4-digit extension dialing, call transfer and employee directories.

Product Plans:

ShoreTel Connect ONSITE product 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 ONSITE phone system and UC features are packaged in three different product plans, so you can purchase exactly the mix of features that your company requires. 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 the Connect mobility app that delivers full UC capability to mobile devices; and integration with Salesforce or similar CRMs.
  • Advanced adds operator features for advanced call handling capability, including handling up to 96 separate lines when your ShoreTel IP phone is paired with the ShoreTel BB 424 button box.

ShoreTel ONSITE system administrators can assign plan licenses to users as needed in ShoreTel Connect Director, the browser-based system management software. And as your organization grows, you can easily add additional plan licenses that align with employee needs and roles.

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

Feature Essential Standard Advanced
Phone License (Extension + Mailbox)
PBX Features
ShoreTel Connect Director
ShoreTel Connect desktop app
Voicemail
Audio conferencing (8-party)
Desktop sharing1
Video calling
Instant messaging
Presence
Softphone
Outlook integration
Web & app dialers
Find me, follow me
ShoreTel Connect mobility app1 -
Remote phone license -
Salesforce or other CRM integration2 -
Operator - -
Workgroups 3 3 3
Contact Center 3 3 3
Voicemail transcription 4 4 4
Internet fax 4 4 4

1 Requires server and licensing
2 For a list of supported integrations, see the ShoreTel Connect Advanced Application catalog
3 ShoreTel Connect ONSITE Workgroups and ShoreTel Connect ONSITE Interaction Center are sold separately
4 ShoreTel HYBRID Scribe and HYBRID Fax apps from the cloud are subscription services available with ShoreTel Connect HYBRID activation

Contact CenterContact Center:

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

Have a multi-national call center that operates globally 24/7/365?  Need a way to make your small start-up appear as professional as the big guys? ShoreTel Connect Contact Center is your best choice. With IP telephony, multi-modal communications tools, robust reporting features and application integration built right in, Connect Contact Center outshines the competition--and will make your team a star performer for your bottom line.

Better Customer Connections

Respond quickly and flexibly by phone, email, or web chat

Multi-modal communications at your agents' fingertips
Respond to the consumer-driven market place with a communications platform that puts business intelligence right where it's needed.

  • Access calls, texts, CRM data, call history, reports and more
  • Includes universal queuing and enterprise resource matching
  • Offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location
  • Voicemail and fax can also be routed to individual agents through emails.

Increase efficiency, reduce costs
ShoreTel Connect Contact Center is designed to deliver a rapid return on investment

  • Agent screen pops with detailed customer information  reduces interaction time
  • Unified desktop client shows the presence status of experts outside the call center
  • Advanced call routing ensures calls go to the right agents, reducing the service time per call
  • Real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources

Business Process Application Integration
You've invested in a CRM--now watch it really pay off

  • Quickly know not just who is calling, but why they're calling
  • Track not just call volumes but outcomes
  • Salesforce, NetSuite, MS Dynamics, Symitar and more
  • Transfer the call and all customer history automatically

Advanced Functionality
The ShoreTel outbound dialer provides a versatile solution to meet the needs of your preview campaigns.

  • Targeted campaigns with the flexibility to schedule them for different time zones or specific times of day or week
  • Manage your dial lists through any database that is ODBC compliant
  • Optimize your operations by blending inbound and outbound calls.
  • Agents can preview customer information through a screen pop so they are better prepared for the call

Network & Professional Services:

Ensuring Best Performance For Connect ONSITE Systems

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 plan leads to a great experience. Whether your team needs a ShoreTel on premise or 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.

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

Deliver

ShoreTel believes that the transition to a new phone system does not have to be painful.  Each new client is provided with resources dedicated to managing a smooth transition through the process from beginning to end.  Because the requirements of each client are unique, ShoreTel offers a variety of services to meet your needs.

  • Network Services Portfolio: Network Delivery
  • Integrated Applications
  • System Implementation

Manage

Whether you need on-going support or more advanced services, ShoreTel and our Resellers have you covered simply and easily. Our support programs are designed to meet the needs of our customers.

ShoreTel support programs go beyond standard warranty and are available in single or multiyear agreements. They are backed by our Technical Assistance Center and feature expedited equipment replacement and complete access to all software upgrades.

  • 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