Architecture

Overview

The ShoreTel system is a completely distributed, scaleable solution layered on the IP network with no single point of failure. At the heart of the system is a call control architecture that distributes call management functions to intelligent gateways – called voice switches – anywhere on the IP network. ShoreTel architecture distributes voice applications – including voicemail and automated attendant – to servers across locations, rather than centralizing applications at the network core. The resulting solution provides a single-image system for all locations and all voice applications. Gone are the days of multiple PBXs, multiple voice mail systems, multiple automated attendants, multiple ACD systems – all with their unique management interfaces. The ShoreTel system is distributed, the voice applications are integrated, and the management interface is best in class. Finally, somebody got it right.

ShoreTel Voice Switches

The basic building blocks of the system are ShoreGear voice switches, which are intelligent devices that provide both gateway and call management functionality. ShoreGear voice switches are purpose-built devices that run an embedded, real-time operating system, each delivering 99.999% reliability ensuring dial tone – the most critical business application.

Even more significantly, the call control software is distributed to each and every voice switch, eliminating any single point of failure. In the unlikely event a ShoreGear voice switch does fail, the other switches on the network automatically take on the call-processing load. There is no server involved with the basic telephony, thus the system delivers levels of availability unmatched by even legacy vendors.

nd even though there are multiple ShoreGear voice switches distributed to locations across the network, they communicate as peers on the network using an enhanced version of the Sessions Initiation Protocol (SIP). The resulting solution is a single system delivering 100% feature transparency between locations.

ShoreGear voice switches are available in five different models to meet the needs of small, medium and large offices supporting IP phones, analog phones, analog trunks and digital trunks. And since the design is inherently scalable, there are no hardware break points and associated "forklift" upgrades – the system architecture scales infinitely, and the product has been certified to 10,000 ports in a single system.

ShoreTel Telephones

The ShoreTel system supports standards-based IP and analog telephones as well as a soft phone. The beauty of standards-based telephones is that competition will drive prices down, drive quality up and increase choice. IP telephones plug into the Ethernet network and communicate to the call management software on a ShoreGear voice switch using the Media Gateway Control Protocol (MGCP). Analog telephones plug into a ShoreGear voice switch and communicate to directly to the call management software on the associated voice switch.

The ShorePhones are highly functional devices, supporting a complete suite of telephony services including make call, take call, transfer, conference, pickup, park, intercom and multiple line appearance. They are available in a wide range of options supporting caller ID, message waiting and speakerphone.

PSTN

The ShoreTel system connects to the Public Switched Telephone Network (PSTN) using ShoreGear voice switches. ShoreGear voice switches support analog trunking (loop start, wink start) as well as digital trunking (T1, T1 PRI and E1 PRI).

ShoreTel Voice Applications

Sitting on the network is a standard server that acts like a storage device for voice mail. The software on the server provides voice mail and automated services without traditional port and storage limitations. Each server can support up to 254 simultaneous calls and storage is limited only by the size of the hard disk. Voice mail servers can be distributed across the network to reduce the bandwidth on the wide area network as well as providing survivable voice mail on a per-site basis. And even though there are multiple servers on the network, they still behave as a single system – reply, forward, broadcast and distribution list are seamless between servers simplifying communications.

ShoreWare Director

ShoreWare Director is a browser-based management interface. From anywhere on the network, the system administrator can launch a Web browser and gain access to ShoreWare Director – the best-in-class management interface. Through one browser, you can manage all the sites, including the PBX, voice mail, automated attendant and desktop applications. ShoreWare Director is hosted on the main voice application server and pushes Web pages out to the system administrator. When a new user is added, the system administrator simply clicks "add new", enters the user"s first and last name and hits save. The management software automatically updates the centralized database – allowing for easy backup procedures – and the change is propagated to each and every voice switch, the mailbox is created, the automated attendant dial by name and number is updated, the online directories are updated and the user even gets an email with a URL to download their desktop productivity application! All in seconds.

ShoreTel Call Manager

In addition to a highly functional telephone, each user runs applications on the desktop that integrate with your business process and drive improvements in productivity as well as customer satisfaction. What does this really mean?

• General users get unified messaging so voice mail shows up in their email inbox, desktop call control allows them to control the behavior of their phone, and features like follow me find me allows them to be reached.
• Operators or executive assistants get online directories and constant presence information to connect calling parties with the right person quicker and help collaborate with key staff.
• Contact center agents and supervisors can choose from a suite of products that allow them to be the most productive as well as deliver on customer service targets.

ShoreTel Converged Conferencing

ShoreTel Converged Conferencing is delivered on an embedded platform that connects directly to the IP network. Providing audio and data collaboration services, enterprises can drive down the cost of conference services. Converged Conferencing makes your communication with individuals and with groups more effective so you can get the business results you need faster than ever before. For instance, a user on a call can share a document by dragging and dropping the file in the ShoreTel Call Manager application, and the other party is instantly brought to a Web page with the information!

ShoreTel Contact Center

ShoreTel Contact Center solutions provide a suite of applications from basic hunt groups and voice queuing to complete multi-media queuing and skills – based routing of voice, email and chat. The Contact Center solution allows an enterprise to route incoming calls to the most appropriate agent in a multi-site contact center, regardless of location. The solution treats all available agent resources across all sites as one "virtual" contact center. This allows companies to maximize agent productivity, reduce call center costs and boost customer satisfaction level.