Superior Court of California, County of Napa

In the heart of California’s Wine Country, the Superior Court of California, County of Napa has numerous divisions, including civil, traffic, family court services, a criminal division, and more. A small staff serves the county’s residents, which includes a large group of native Spanish speakers. Accordingly, a portion of its staff is bilingual.

“The ShoreTel system offers so many features and is so easy to manage. We also appreciated that ShoreTel is infrastructure-independent and does not require an entire network overhaul.”
- Jeannette Vannoy, Information Technology Manager, Superior Court of California, County of Napa.

In late 2005, the court had a Toshiba DK-424 telephone system and an outdated Octel Serenade voicemail system in place, but much of the equipment was no longer being supported. The system was also unable to allow court employees to be a member of more than one workgroup queue. The court selected ShoreTel primarily for the system’s rich feature set, simplicity of management, and ability to integrate easily and seamlessly with other business applications. 

“With ShoreTel, individuals can belong to as many workgroups as necessary, which wasn’t possible with the old system.”
- Jeannette Vannoy, Information Technology Manager, Superior Court of California, County of Napa.

With the help of its reseller partner, ShoreTel provided the court with four ShoreTel 120 Voice Switches, a ShoreTel T1 Voice Switch, and more than 140 ShoreTel IP Phones for its three sites. With the powerful features of ShoreTel Director, the court’s small IT staff can manage the system from anywhere on the network. Court employees find their productivity enhanced with the powerful features of ShoreTel Call Manager. Other benefits include:

• Reduced downtime and increased flexibility with features such as ShoreTel AnyPhone. Employees can move locations and re-assign their own extensions so they do not miss any calls.  
• An improved customer experience in two languages: the interactive voice response (IVR) and speech recognition software with the ShoreTel solution “understands” both English and Spanish.
• ShoreTel’s open, distributed architecture integrates seamlessly with the court’s case and jury management IVR applications.
• The in-depth reporting features of the ShoreTel system provide supervisors with thorough information for planning work schedules and other management purposes.

“There are no foreseeable limits to how we can continue to improve services with the ShoreTel system and the integration of our other business applications.”
- Jeannette Vannoy, Information Technology Manager, Superior Court of California, County of Napa.