Shoretel ShoreWare Operator Call Manager Overview:

Provide better service to a higher volume of callers

ShoreWare Operator Call Manager allows businesses to cost-effectively provide callers with a higher level of personalized, professional service, ensuring that high volumes can be handled quickly and accurately. The customizable interface allows all users to configure the view according to the way they work. And since ShoreWare Operator Call Manager shares the same single interface as Personal and Professional Call Manager, training efforts as well as capital and operating expenditures are reduced.

Highlights:

• Advanced call management features raise productivity
• Customizable interface lets users arrange the view based on their work style
• One single interface reduces training efforts
• Virtual operator capabilities reduce staffing requirements
• Detailed information enables users to deliver a higher level of service
• Virtual operator functionality frees up your workforce
• Office Anywhere feature lets users work competently from home

Maximize your unified communications investment

With increasingly busy schedules and workers located around the world, it's not always easy to reach the right people at the right time. We play phone tag, interrupt important meetings to take calls, and fly all over the world, all the while continuing to wrestle with an endless list of voicemails, e-mails, missed calls and more. To avoid the delays in projects, incomplete decisions, and reduced employee performance resulting from this communications chaos, organizations need to simplify operations with solutions that connect people and information more quickly and efficiently. This is the role of unified communications (UC).

A successful UC solution delivers significant benefits to most organizations and helps turn communication challenges into competitive advantages. When people know the most effective way to contact colleagues, they can quickly obtain information and get the work done, rather than wasting time tracking down the right person. This is one of the benefits of “presence”—knowing instantly whether someone is available to communicate, and how.

With all that in mind, ShoreWare® Call Manager was created; a UC application suite—ShoreWare Personal Call Manager, ShoreWare Professional Call Manager, ShoreWare Operator Call Manager and ShoreWare Mobile Call Manager, were each tailored for specific needs in your organization. This unique communications suite offers your organization a way to empower all of your users to communicate any way they choose via video, voice (wired or wireless) or instant messaging (IM). ShoreWare Call Manager helps streamline business communications, improves communication accuracy, and enhances overall end user productivity.

Although phone and conference calls have been a communication staple for ages, video conferencing is rapidly moving from the boardroom to the desktop and becoming a key capability for enterprise communications. What was once viewed as a complex, niche technology is becoming an easy to use, productive communications tool, nearly as ubiquitous as IM. Desktop video enhances inter-office communication and helps reduce travel and meeting expenses.

By leveraging ShoreWare Call Manager as part of an end-to-end UC solution, you can achieve better communications, a reduction in travel costs, improved customer service, and better utilization of your equipment and infrastructure.

Communications with impact

Consider the positive impact if telecommuters were fully integrated into your business communications. You could recruit based purely on skill set rather than location and reduce your worries over office space and costs. Your telecommuters can dial everyone by extension, know who is on the phone and who is not, and communicate seamless with every other location and every other teleworker. People back at the office can enjoy the simplified access to the remote experts, ensuring that customers get a timely, correct response to any question. The flexibility of the ShoreTel® UC system solution with ShoreWare Call Manager can also improve job satisfaction for all your employees, leading to better staff retention. With better communications across your enterprise, teleworkers become a more integral part of the team, employees are happier and customers get faster answers, which leads to improved customer satisfaction as well.

By integrating communications management into innovative solution offerings, ShoreTel is leading the way to remove the distance barrier throughout organizations. People who stay connected have access to the people, resources and real-time information they need to make decisions faster and, ultimately, perform better. As part of a whole system with switches, phones and exceptional customer support, ShoreTel stands alone in its ability to provide a comprehensive UC solution.

Benefits & Features :

Benefits:

• Streamline business communications
• Enhance overall end user productivity
• Reduce travel and meeting expenses
• Improve customer satisfaction with faster response
• Greater flexibility for more effective mobile communications
• Customizable, flexible and effective controls with a single interface

 

The ShoreWare Call Manager application suite:

Intuitive communications management tools designed for the way you work today.

Eliminate information silos
ShoreWare Call Manager is transforming the way employees communicate, regardless of their role or location, with productivity features such as quick access to directories, availability and location, making it easier to choose the right communication mode at the right time.

Free IT resources
One single interface reduces training efforts as well as capital and operating expenditures. With one installation process, a single application to support and no additional servers to deploy and maintain, the IT workload is reduced.

Turn any phone call into a Web conference
ShoreWare Call Manager simplifies operations by connecting people and information more efficiently. Users can easily transform a phone call into a Web sharing session on the fly to work on a document with the caller and speed collaboration.

Boost productivity with quick access
With QuickDialer, users enjoy rapid access to directories or their personal Outlook® contacts. Users can quickly find and connect to the person they need. When a phone call isn’t right, QuickDialer also provides a quick and easy way to contact them using an IM or an e-mail. Productivity is improved when users can reach their party faster, with the most appropriate communication modes of the moment.

Add intelligence to your calls
Users can define how they would like to have incoming calls routed, based on who is calling, when they’re calling, and their active call handling mode. Calls can be sent to voicemail, a specific phone number, Announced Find Me, Find Me, or even play a specific ringtone so users can manage their time to become more efficient.

Save time with Microsoft Outlook With Microsoft Outlook integration, users can manage voicemail and contacts with features that allow them to:

• Listen, replay, forward and save voicemail right from the inbox
• Call contacts right from the Microsoft Outlook application
• Define call handling from a meeting/ appointment request

Build teamwork
ShoreWare Call Manager’s unique blend of phone and IM presence lets users add a contact and see their phone and IM status either in one combined, simple view or an expanded view for power users. Intuitive IM and Presence Control makes communication quick and easy, saving time and money by resolving issues faster. For group interactions, users can access the optional Converged Conferencing Console to initiate a collaboration session.

Communicate immediately with IM
Choose the IM option and open up more opportunities to communicate. Through IM users can:

• Contact people in remote locations
• Communicate when a voice call is too intrusive
• Have sidebar conversations
• Save and archive chat conversations
• Enjoy a worry-free, secure IM infrastructure
• Escalate a chat to a phone call in one step
• Bring multiple experts into a conversation

Reduce travel with video
Video makes remote meetings easier, reduces travel expenses, improves collaboration, builds stronger relationships and makes remote workers feel part of the team. With affordable offthe- shelf webcams, placing clear, crisp person-to-person video calls is as easy as a phone call.

Call Manager takes advantage of the most recent enhancement to the H.264 standard for video compression: Scalable Video Coding (SVC). Thanks to SVC, ShoreTel can provide desktop video quality (resolution up to 1024 x 768 with minimal latency) and network resiliency to all the users.

A graphical Interface works the way you do
ShoreWare Call Manager allows users to customize the information view for the way they work, not the other way around. Tabbed contents allows access to all key features in one window and let users arrange the view based on their work style. For an unobtrusive snapshot, the window can be docked on any side of the screen so it doesn’t interfere with other desktop applications.

Handle high call volumes with ShoreWare Operator Call Manager
ShoreWare Operator Call Manager desktop client allows businesses to cost-effectively provide callers with a high level of personalized, professional service. For corporate operators, executive administrators and departmental receptionists, it is a flexible tool for managing enterprise UC call coverage features, such as Busy Call Appearance and Call Pick-up, speed connections to your employees. And with IM and presence information operators can consult a target user via IM before transferring a call.

Keep mobile workers reachable, anytime, anywhere
ShoreWare Call Manager seamlessly connects customers to mobile workers and mobile workers to the corporate offices more efficiently, instantly creating satisfied customers and staff. The Find Me capability helps callers connect with users even when they are not at their regular extension. Users can have all calls ring first at their extension, then any two other phones they assign. ShoreWare Mobile Call Manager is an integral part of ShoreTel’s UC solutions and is transforming the way people communicate. ShoreWare Mobile Call Manager offers users access to familiar functions such as QuickDialer access to corporate and address book contacts, visual voicemail and allows making your mobile phone the enterprise extension on the fly. Mobile users can also change their settings via ShoreWare Web Access.

In a world where communication technology is no longer an afterthought, but a strategic driver in business productivity, ShoreWare Call Manager is one of the most versatile, real-time communication application suites available today. With superior availability and reliability, more flexible features, a greater breadth of telephony and IM control, quality desktop video, and the most customizable interface, nobody delivers better communications services and management than ShoreTel.

Specifications:

 

* Memory used by the ShoreTel application exclusively; A minimal of 1 GB of total memory on the PC is recommended when using other office applications under Windows XP or 2 GB under Windows Vista
** Disk space requirement is for installation on a system without Windows.NET Framework installed previously. Once installed, Call Manager requires less than 100MB of disk space

Documentation:

Shoretel ShoreWare Call Manager Datasheet (PDF).