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 ShoreTel System
Overview
IP Phone Systems By Totlcom of
Central California
The
ShoreTel IP Office System is a completely distributed, modular voice communication
solution with no single point of failure that is layered on top of your IP
network. At the heart of the system is the standards-based Distributed IP
Voice Architecture, which uniquely distributes call control intelligence to
voice switches connected anywhere on the IP network. In addition, the
Shoreline architecture distributes voice applications – including voicemail
and automated attendant - to servers across locations, rather than
centralizing applications at the network core.
The resultant 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 Shoreline system is distributed, the voice applications are
bundled, and the management interface is integrated—finally, somebody got it
right.
Distributed Call Control
The heart of the ShoreTel IP Office system is the Distributed Call Control
software that runs on the ShoreGear voice switches on top of VxWorks, an
embedded, real-time operating system. Each call control element does the
call setup and call tear down including features such as transfer,
conference, forward, etc. The voice switches communicate on a peer-to-peer
basis eliminating any single point of failure. For instance, if one
ShoreGear voice switch goes off-line, all other ShoreGear voice switches
continue operating. When the voice switch comes back on-line, the switch
rejoins the voice network without impacting system operation. There is no
server involved with the basic telephony, thus the system delivers levels of
availability unmatched by even legacy vendors.
ShoreWare Software
The ShoreWare software is composed of Distributed Call Control
Software, Voice Application Software, Desktop Application Software, and
Management Software.
Distributed Voice Applications
In addition to the distributed call control software, the ShoreTel IP Office system
provides a distributed voice application platform with open telephony
application interfaces of TAPI for call control and TAPI Wave for media play
and record.
Voice application servers can be distributed across the enterprise to
optimize system availability and network resources. Even though there are
multiple servers, the ShoreTel IP Office system is still managed as a single image
system.
In addition, the ShoreTel IP Office system includes TAPI compliant voice
applications that are bundled with the system at no additional charge, these
include:
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Voice Mail
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Automated Attendant
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Automatic Call
Distribution
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Call Detail Recording
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Unified Messaging
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Desktop Call Control
Instead of voice
applications from multiple vendors with multiple management interfaces,
the ShoreTel IP Office system eliminates complexity with a complete suite of
bundled voice applications. This is unmatched in the industry by either
new or legacy communications vendors.
Desktop Applications
The Personal Call Manager software includes personal
productivity software that integrates voice mail, calendar and database
contacts with Microsoft Outlook, and provides each user with a simple,
yet powerful Windows interface to all call handling functions.
The Operator Call Manager software delivers the
information and control features that enable businesses to cost
effectively give callers a “high touch” level of personalized attention.
Company operators, executive administrators and departmental
receptionists can all use this flexible call administration software to
provide optimum service to callers.
The Agent and Supervisor Call Manager enable Automatic
Call Distribution (ACD) and brings affordable and easy-to-use call agent
applications for workgroups and informal call centers within any
organization. Since leading CRM applications vendors including Apropos
Technology, Interactive Intelligence, Lightning Rod, Eclipse, Nsoft,
Sonant, Rockwell and Cellit support the Shoreline platform, the
Shoreline system is ideal for full service CRM environments such as
formal call centers.
Management
ShoreWare Director is a browsed-based network
management tool that provides a single management interface for all
voice applications across all locations. When you add a new user on the
Shoreline system, the user gets an extension, gets a mailbox, gets an
auto-attendant profile, can be added to an ACD group, and even gets an
E-mail to download their desktop software - all from a single management
screen. Gone are the days of multiple PBXs, multiple voice mail systems,
multiple automated attendants, multiple ACD systems—all with their
multiple management interfaces!
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