CATALOG
Integrated ApplicationsSHORETEL PROFESSIONAL SERVICES
ShoreTel Integrated Applications Catalog PAGE 2
Overview
ShoreTel offers a portfolio of software applications that deliver on the promise of unified communications (UC) and help increase the return on investment from both the ShoreTel UC system and the customer’s existing business applications. By effectively integrating with current business processes, these applications can help increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction.
Packaged offerings include integrations with Salesforce.com, Microsoft Dynamics CRM, NetSuite CRM, Copitrak, Equitrac, and many others. Software integration also makes it possible to offer organizations crucial communication and safety benefits, for instance internal notification when an emergency call is placed on the ShoreTel system.
In addition to an expanding set of packaged solutions, ShoreTel offers custom software development services to help 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 an authorized ShoreTel reseller or distributor.
This catalog provides an overview of currently available packaged and custom applications, highlighting benefits, target markets, and ordering information. Please note that the information contained within this document is intended for Partner reference use only. Pricing is available and updated regularly in the Quote Management System (QMS) and in the Quote Tool located on ShoreTel’s partner website at: http://partners.shoretel.com/manage/. For further information contact ShoreTel Professional Services via phone at +1 800-425-9385 x3331 or email to [email protected].
ShoreTel Integrated Applications Catalog PAGE 3
Table of Contents
ACT! Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4AMS 360 Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Application Dialer (“AppDialer”) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6AS/400 Connector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7BCA (Bridged Call Appearance) Call Hold Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Call Compliance TeleblockTM “Do Not Call” Database Integration . . . . . . . . . . . . . . . 9Call Handling Mode (CHM) Override Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Call Handling Mode (CHM) Schedule Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Call Quality Monitoring Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Call Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Call Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Call Me Now Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Caller Directed Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Contact Center Agent Activity Event Feed Web Service . . . . . . . . . . . . . . . . . . . . . . 17Contact Center Agent Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Contact Center Agent Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Contact Center Instant Override Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Contact Center Interaction Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Cost Recovery Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Emergency Notification Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Enhanced Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Enhanced Paging Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Enhanced Workgroup Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Hospitality Connector for DuVoice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Interactive Voice Response (IVR) Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29LexisNexis® Time Matters Integration Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Microsoft Dynamics® CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31NetSuite® Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Nuisance and Junk FAX Call Handler Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Outbound Campaign IVR Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Real-Time Workgroup Monitor Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Report Scheduler Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36RightNowTM CRM Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Salesforce.comTM Call Center Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Schedule Based Routing (“On Call Router”) Application . . . . . . . . . . . . . . . . . . . . . . . 39SEDC UtilityPOWERnet Connector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Site Router Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Super Group Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42System Directory Synchronization Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Universal CRM Connector (aka “EasyPop”) Application . . . . . . . . . . . . . . . . . . . . . . . . 44User Group Schedule Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Voice Forms IVR Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Web Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
ShoreTel Integrated Applications Catalog PAGE 4
ShoreTel ACT! Integration Application
Overview
information
- Contact, Company, Website - Current Opportunities & Activities, Recent History and Notes - Address: Triggers browser window to display map of mailing address
Employee, Family, Friend)
Disconnect
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 5
ShoreTel AMS 360 Integration Application
Overview
- Address: Triggers browser window to display map of mailing address
Suspense Items
Disconnect
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 6
ShoreTel Application Dialer (“AppDialer”)
Overview
PowerPoint
Allows individual users to optionally override Caller ID for their outgoing calls Client software loaded on user desktop machines
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 7
AS/400 Connector
AS/400 system integration represents a practice area specialty for ShoreTel Professional Services: We have delivered AS/400-based integration solutions in the past and can leverage that experience to provide economical solutions going forward. New customer
statement of work document. The goal will be to leverage existing software to the largest extent possible, thereby containing costs.
Overview
when a new call arrives or is answered
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 8
BCA (Bridged Call Appearance) Call Hold Monitor
Overview
Benefits
promptly
Target Customers
- Auto Parts, Appliance centers - Grocery Stores - Department Stores
ShoreTel Integrated Applications Catalog PAGE 9
Call Compliance Teleblock™ “Do Not Call” Database Integration
Overview
Integration
teleblock.html
Benefits
winning
Target Customers
- Businesses dependent upon cost-effective outbound marketing - FCC fines retroactive and prohibitively steep - Fee avoidance ROI easily demonstrable
ShoreTel Integrated Applications Catalog PAGE 10
Call Handling Mode (CHM) Override Application
Overview
Benefits
voicemail box
Target Customers
intercom) with employees regardless of phone mode
ShoreTel Integrated Applications Catalog PAGE 11
Call Handling Mode (CHM) Schedule Application
Overview
configurable schedule
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 12
ShoreTel Call Quality Monitoring Tools
Overview
- Allows users to ‘tag’ calls using a specific digit sequence in case of bad audio - Call details will be logged to the Windows Event log
- Acts as server to ShoreTel Call Test Client
- Allows administrator to perform test calls remotely via command line - Test Calls made from any internal station extension to a specified number - Calls automatically connect and disconnect after some period of time - Returns call results to console and to scripts
Benefits
Target Customers Broad spectrum
ShoreTel Integrated Applications Catalog PAGE 13
ShoreTel Call Recorder
Overview Automatic recording of external calls Flexible profiles determine which calls are recorded- Range of extensions- Filters based on call properties- Percentage of calls to record- Weekly schedule based recording
Browser based Recorder Player - Convenient searching, downloading, and management of recordings- Playback via phone or computer
Software Application loaded onto one or more ShoreTel servers
Benefits Cost-effective native ShoreTel application Simple to manage Distributed architecture for easy scaling
Target Customers Any customer for whom recording of calls is critical
ShoreTel Integrated Applications Catalog PAGE 14
ShoreTel Call Router
Overview
based on ANI (Caller ID) or DNIS (Called Number)
interface for creating routing rules Supports multiple route points hosting associated rule sets
confi gured default destination
control via Professional Call Manager
administration provided for earlier releases.
Benefi ts
server Convenient ShoreTel Director-integrated, web-based administration Flexible rules confi guration
Target Customers
calls on a system-wide basis
ShoreTel Integrated Applications Catalog PAGE 15
ShoreTel Call Me Now Application
Overview
Supports callback to US or Canada based phone numbers
ShoreTel HQ server or any customer server with IIS Back end web service is associated with a dedicated ShoreTel Route Point
Contact Center entry point, an Auto Attendant, or an end user
Benefits
dial a number
widget.
with business processes. Called party information is stored for later export, reporting, and follow up
IE, Mozilla Firefox, Apple Safari and Safari mobile browser on Apple iPhone
user’s question or trouble ticket number. This context is attached as a call property to the call, allowing agents to provide personalized service to web site visitors
Target Customers
visitors and gather potential customer leads
ShoreTel Integrated Applications Catalog PAGE 16
ShoreTel Caller Directed Router
Overview
code, zip code social security number)
Benefits
(ST9.2 & above)
using standard system facilities
Target Customers
calls based on caller input
ShoreTel Integrated Applications Catalog PAGE 17
Contact Center Agent Activity Event Feed Web Service
Overview
needs
(Workforce Management and other)
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 18
Contact Center Agent Alert
Overview
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 19
Contact Center Agent Dashboard
Overview
- Agent State details include ACD state, start time, state code, DNIS, ANI- Group Performance metrics include calls waiting, average wait times, abandoned
calls, agent state summaries - Both voice and e-mail ACD statistics available for a Group
Benefi ts
ShoreTel Integrated Applications Catalog PAGE 20
Contact Center Instant Override Message
Overview
announcement wave file
enable a pre-recorded overrride message, and to record and enable a custom overrride message.
Server
Benefits
based access to Contact Center administration
Target Customers
ShoreTel Integrated Applications Catalog PAGE 21
Contact Center Interaction Viewer
Overview
to agent
Benefi ts
applications
Target Customers
information
ShoreTel Integrated Applications Catalog PAGE 22
ShoreTel Cost Recovery Integration Application
Overview
leading legal and professional services cost recovery systems
Benefi ts
- More comprehensive time capture- Faster code matching- Greater accuracy- Easier administration- Increased revenue
Target Customers
ShoreTel Integrated Applications Catalog PAGE 23
ShoreTel Custom Reports
ShoreTel Professional Services offers several packaged ShoreTel CDR reports (please reference the ShoreTel Enhanced Workgroup Reports and ShoreTel Enhanced Historical Reports entries in this catalog.) To ensure an economical solution, we generally advise that customer fi rst review entire set of built-in and pre-built enhanced reports before engaging in a custom reporting engagement. Should custom report development be required, ShoreTel Professional Services is happy to evaluate needs and provide a proposal with associated price quote.
Overview
sources or additional data generated as necessary
Benefi ts
- Input parameter sets can be saved for repeated runs
Examples
database
ShoreTel Integrated Applications Catalog PAGE 24
ShoreTel Emergency Notification Application
Overview
Benefits
- Communicate in real-time using built-in client messaging- Alert Screens prompt for acknowledgement
- All activity is integrated into a single event log- Use the log for legal reference, public relations activities, safety training, and policy management
Target Customers
and emergency situations
bases, motels
high-rise apartments or hotels
ShoreTel Integrated Applications Catalog PAGE 25
ShoreTel Enhanced Historical Reports
Overview
party)
Benefi ts
Target Customers
ShoreTel Integrated Applications Catalog PAGE 26
ShoreTel Enhanced Paging Application
Overview
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 27
Enhanced ShoreTel Workgroup Reports
Overview
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 28
ShoreTel Hospitality Connector for DuVoice
Overview
when guests check in and check out
changes.
Benefits
permissions for unoccupied rooms and increasing them at guest check in.)
Target Customers
Management System Integration
ShoreTel Integrated Applications Catalog PAGE 29
Interactive Voice Response (IVR) Applications
of which have dedicated entries within this catalog. As many customers have unique
Overview
Benefits
Examples
- Account balance inquiries- Credit Card payment transactions
- Integration with customer databases and back end banking system
- Callers input zip code- Names, number, & addresses of 3 closest store locations are read back- Detailed reports kept for later business analysis
ShoreTel Integrated Applications Catalog PAGE 30
ShoreTel LexisNexis Time Matters Integration Application
Services: We have delivered Time Matters-based integration solutions in the past and can leverage that experience to provide economical solutions going forward. New
and a statement of work document. The goal will be to leverage existing software to the largest extent possible, thereby containing costs.
Overview
number matches
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 31
Microsoft Dynamics® CRM Integration
Overview
form
Benefits
times, and increase customer loyalty
Target Customers
Editions version 4.0 or greater
ShoreTel Integrated Applications Catalog PAGE 32
ShoreTel NetSuite® Integration
Overview
database
the contact screen to logging and creating notes
create a new contact or customer
application reacts when it fi nds a maching record
Benefi ts
records
the pop-up window
customer records
Target Customers
ShoreTel Integrated Applications Catalog PAGE 33
ShoreTel Nuisance and Junk FAX Call Handler Application
Overview
all extensions
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 34
ShoreTel Outbound Campaign IVR Application
Overview
- Simple Announcements- Scripted Announcements with dynamic content
Benefits
Examples
ShoreTel Integrated Applications Catalog PAGE 35
ShoreTel Real-Time Workgroup Monitor Application
Overview
Benefi ts
times or large numbers of abandoned calls
Target Customers
effi ciency and customer satisfaction
ShoreTel Integrated Applications Catalog PAGE 36
Report Scheduler Application
Overview
Benefits
Target Customers
and delivery of reports
ShoreTel Integrated Applications Catalog PAGE 37
ShoreTel RightNow™ CRM Integration
RightNow CRM represents a practice area specialty for ShoreTel Professional Services: We have delivered RightNow CRM-based integration solutions in the past and can leverage that experience to provide economical solutions going forward. New customer
statement of work. The goal will be to leverage existing software to the largest extent possible, thereby containing costs.
Overview
- Trigger RightNowTM CRM incident screens based on ID entered by caller - Trigger contact screen display based on caller ID
number
implementations
Benefits
RightNowTM CRM
Target Customers
ShoreTel Integrated Applications Catalog PAGE 38
ShoreTel Salesforce.com™ Call Center Adapter
Overview
user records then transfer call or conference with another agent
Benefits
times, improve operations and increase customer loyalty
Target Customers
ShoreTel Integrated Applications Catalog PAGE 39
Schedule Based Routing (“On Call Router”) Application
Overview
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 40
SEDC UtilityPOWERnet Connector
Overview
number, social security number, or collected phone number
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 41
ShoreTel Site Router Application
Overview
Benefits
which forwards calls to a site specific department
Target Customers
PSTN/ITSP
PSTN
SINGLE-IMAGE ARCHITECTURE
PSTN/ITSP
IP WAN
ShoreTel VPN Phone
Legacy PBX
ShoreTel Voice Switch
Legacy Voicemail
Legacy Phones
ShoreTel Voice Switches
ShoreTel Communicator
ShoreTel IP Phone
Distributed Voice Server (voicemail & auto attendant)[Physical or Virtual]
Contact Center
ShoreTel Communicator
ShoreTel Communicator
Analog Device
ShoreTel Voice Switches
ShoreTel IP Phone
ShoreTel Appliances (Collaboration,
VPN Concentrator,& Mobility Router)
ShoreTel Director
Headquarters Server(System Adminstration, voicemail,
auto attendant, work groups)[Physical or Virtual]
Contact Center
INTERNATIONAL BRANCH
OFFICE ANYWHERE
REGIONAL OFFICE
HEADQUARTERS
SINGLE-IMAGE ARCHITECTURE
ShoreTel Communicator &RoamAnywhere
ShoreTel Communicator &RoamAnywhere
ShoreTel Communicator &RoamAnywhereShoreTel
Communicator &RoamAnywhere
ShoreTel Integrated Applications Catalog PAGE 42
ShoreTel Super Group Application
Overview
inbound call
Benefits
Target Customers
ShoreTel Integrated Applications Catalog PAGE 43
ShoreTel System Directory Synchronization Application
Overview
Benefi ts
from ShoreTel Communicator
Target Customers
communications
ShoreTel Integrated Applications Catalog PAGE 44
ShoreTel Universal CRM Connector (aka “EasyPop”) Application
Overview
incoming call arrives and/or an outgoing call is placed
to an outside program
Benefits
programming details
EasyPop settings as desired
Target Customers
ShoreTel Integrated Applications Catalog PAGE 45
User Group Schedule Application
Overview
configurable schedule
Benefits
Target Customers
crews
ShoreTel Integrated Applications Catalog PAGE 46
ShoreTel Voice Forms IVR Application
Overview
Benefits
Examples
- Callers respond one by one to questions when prompted- All answers are consolidated into a single voice file which is stored in a ShoreTel
- Administrators later retrieve and fulfill medicine refill requests
- Callers specify product model, billing, and other information- Order Administrators later retrieve orders to fulfill
ShoreTel Integrated Applications Catalog PAGE 47
ShoreTel Web Dialer
Overview
Microsoft Internet Explorer or Mozilla Firefox web page
sequences such as internal extensions or numbers in text/input boxes.
Benefi ts
content
web page
Target Customers
WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. www.shoretel.com
+1 (800) 425-9385 Toll Free. +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax.
EMEA +1 800 408 33133 Freephone. +44 (1628) 826300 Tel.
ASIA PACIFIC +61 (0)2 9959 8000 Tel.
Copyright © 2011 ShoreTel. All rights reserved. The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare, ShorePhone and ControlPoint are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. Part #850-1317-01b/7.11
ABOUT SHORETEL
ShoreTel is the provider of brilliantly simple Unified Communication (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com.
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