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.