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A complete on-premises unified communications solution

Make sure you get the most complete phone system for your business

Automated Attendant Services
  • Auto attendant

    Allows callers to be transferred to an extension based on their selection from a menu, without help from a live operator or receptionist.

  • Dial by extension

    Auto-attendant global or menu option that enables callers to reach a user by dialing his or her extension.

  • Dial by name

    Auto-attendant menu option/Directory that enables a caller to reach a user by dialing the first three letters of the last name or first name.

  • Music on hold

    Authorized users can choose a song from ShoreTel’s selection, or upload one of your own at no charge, and play that audio across your enterprise for callers on hold.

  • Legacy extension support

    Callers can use legacy extensions to reach users from the automated attendant, so important calls are never missed through the upgrade process.

  • Personal automated attendant

    Unanswered calls to a number or extension are delivered to a voice prompt that allows callers to choose from multiple options (e.g. another extension, an external number) or deposit voicemail.

  • On hold reminder ring

    If you are not on another call while a call is on hold, you will hear a reminder ring at 15 seconds and at one-minute intervals after that.

  • Distinctive dial tone

    Varying types of dial tone patterns are available to distinguish between features on your ShoreTel Phone.

  • Ring tone selection

    You can choose between distinctive ring tones to help you distinguish your phone from neighboring phones.

  • Ring tone personalization

    Providing your users the ability to load custom ring tones onto IP phones so that each phone can have a unique ring tone.

Call coverage
  • Virtual phone number - conditional call forwarding

    When a line is in use, this feature forwards incoming calls to an alternate internal or external number.

  • Permanent call forwarding

    All incoming calls to a specified number or extension (called a virtual extension) are permanently forwarded to another destination (e.g., a mobile phone or fax machine).

  • Call screening

    Users can treat calls differently depending on the caller ID. For example, specific incoming Caller-IDs can always be forwarded to a cellphone, whereas others can always be sent to voicemail or disconnected.

  • Direct inbound dial phone number assistant

    Every phone or user is assigned a Direct Inbound Dial (DID) phone number, allowing calls to be routed to the intended recipient without passing through the main number or an auto-attendant (AA).

  • Do not disturb

    A user can temporarily prevent incoming calls from ringing their extension, and route them automatically to voicemail or another pre-programmed destination.

  • Extension assignment

    Every phone or user is assigned an extension, typically the last four or five digits of that user or phone’s Direct Inward Dial (DID) number. Extensions can be used for internal calling, transferring, or in conjunction with dial-by-extension functionality in the auto-attendant (AA), typically the last several digits of that user’s DID number.

  • On-phone presence monitoring

    Users can view the on or off phone status of other users’ lines by associating line buttons with those lines.

  • Shared line appearances

    Allows a set of extensions or Direct Inward Dial (DID) numbers to appear on a group of phones in addition to each phone’s primary number.

  • Time dependent call treatment

    ShoreTel can configure auto-attendant (AA) functionality that enables different call treatment depending on the day of the week or time of day. Once set-up, users can enable or disable this functionality.

  • Call park

    A user pauses a current conversation, and he or another user, can retrieve the call from any phone using a graphical Park service menu.

  • Call pickup

    Answer a call ringing on another phone in your office.

  • Directed call pickup

    Enables a user to pick up incoming calls ringing on a phone from another phone by pressing a soft key and dialing the ringing phone’s extension.

  • On-screen pickup

    A user can pick up incoming calls ringing on a phone by selecting it from an on-screen list.

  • Hunt group

    Also known as ring group, allows calls to a single number to ring on multiple phones simultaneously or in series.

  • Call stack

    The call stack size determines the maximum number of calls that (up to 16) you can handle through the Connect Client.

  • Call waiting

    A call waiting tone will be presented if you are on another call.

Third Party Integrations
  • Open APIs

    The ShoreTel Connect phone system can be configured to integrate with core applications like the CRM, ERP or ATS. Pre-packaged offerings, which enable; click-to-dial, inbound call screen pops, automated call records and simple note entry, are available for many popular systems.  See Advanced Applications.

  • Innovation Networks

    A growing community of technology companies, the members of the Innovation Network leverage ShoreTel's open architecture to develop hardware, software, and services that extend the capabilities of ShoreTel's unified communications and enterprise contact center solutions.

  • Advanced applications

    ShoreTel offers a portfolio of software applications that deliver on the promise of unified communications (UC) by increasing return on investment of both the ShoreTel UC system and a customer’s existing business applications. By tying organizational communications into core business processes, these innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise.  ShoreTel offers a portfolio of software applications that deliver on the promise of unified communications (UC) by increasing return on investment of both the ShoreTel UC system and a customer’s existing business applications. By tying organizational communications into core business processes, these innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction. The result is a more efficient and profitable enterprise.

Voicemail & Messaging
  • General voice mailbox

    An Auto Attendant option that allows callers to leave a message in a general voicemail box that is not associated with a user’s extension. This voicemail box is normally accessible by the receptionist and greets callers with information specific to your company.

  • Voicemail transcription

    ShoreTel Connect Scribe will transcribe voice messages received by your ShoreTel Connect phone system; sending you a text, along with a WAV file, to your specified e-mail address. You may visually review voice mail and save the text file for archival purposes.

  • Interactive Voice Response (IVR) voice mail access

    Users navigate voice menus to retrieve, deposit, and otherwise handle voicemail messages via IVR. A user can access voicemail from their own phone with one-touch, or remotely from any touchtone phone.

  • Message envelope information

    Incoming voicemail messages are automatically labeled with date, time, duration, and Caller ID.

  • Message waiting indicator

    User are given visual notification of voicemails through on-screen alerts and the handset (such as a red light).

  • Multiple voice mailbox access

    A single user can access multiple voice mailboxes through their phone.

  • On-screen voicemail

    Users can navigate the phone screen to retrieve and otherwise handle voicemail messages

  • Reply by calling

    A user can reply to a voicemail message from the voicemail system by calling back the Caller ID, when available.

  • Voicemail broadcast/distribution to all users

    A user can forward a voicemail to the entire user base.

  • Voicemail keep on phone control

    Users can choose to keep emailed voicemail messages saved on their ShoreTel phone, or have them deleted once forwarded to an email.

  • Voicemail messaging

    Messaging integrated with your ShoreTel Phone System.

  • Voicemail to email group notification

    Multiple email addresses can receive notification of voicemail receipt.

  • Voicemail to email WAV file forwarding

    Sends a notification with the WAV sound file attached to any email address.

Phonebooks, Directories, Call Logs
  • Company phonebook

    A dial-able list of company extensions configurable by a client administrator or ShoreTel and accessible from the phone and the ShoreTel Portal

  • Employee directory

    A dial-able list of users and extensions of your enterprise’s ShoreTel Phone System accessed from the phone and the ShoreTel Portal.

  • On phone call logs

    Display the date and time of missed, received, and placed calls for a particular user.

  • Inbound & outbound call detail reports

    Administrators can view and export inbound and outbound call details by originator, destination, rate centers, duration, and cost.

  • ShoreTel Connect Client

    The ShoreTel Connect Client is a next generation user interface that supports WebRTC and manages the call handling and collaboration tools for your employees and their contacts, providing a personalized communications experience.

  • ShoreTel Mobility App

    The ShoreTel Mobility client extends full desk phone call handling and UC suite capabilities to your Android and iOS mobile and wearable devices. This includes single touch conferencing from these devices.

  • ShoreTel Connect Director

    ShoreTel Connect ONSITE is administered using ShoreTel Connect Director, single-image view of your entire phone system network, no matter how many phones or locations you serve.  This easy-to-use, unique system management program controls all phones, permissions, applications, trunks and voice switches from a simple web-based interface. Diagnostics and monitoring adds a visual dashboard, topology map and call quality tools.


Calling Features
  • Operator

    Operator Call Manager gives your corporate operators, executive administrators and departmental receptionists a flexible tool for managing Unified Communications with the highest levels of customer service.

  • Web & App Dialer

    Automatically dial a number from the web or your app by clicking on it. 

  • Call blocking

    Calls to the 976 exchange or 900 area code can be blocked.

  • Call hold beep timer interval

    Administrators can customize the Call Hold beep (‘chirp’) timer interval for individual lines.

  • Caller ID

    View callers’ phone numbers (if available) on incoming calls.

  • Caller ID with name

    A service that displays the caller’s name on the calling party’s digital readout. This is similar to Caller ID except that the calling party’s name is displayed along with the calling number or instead of the calling number.

  • Classes of service

    Allows restriction of outbound calls, either entirely, or by calling areas (local, toll, domestic, international) on a per-user basis.

  • Hold

    A user may pause the current conversation, and retrieve the call from the same phone.

  • Intercom groups

    ShoreTel can set up intercom groups that enable a user to communicate hands-free with multiple users via their speakerphones.

  • Intercom one-to-one

    Two users can communicate hands-free via speakerphone.

  • International caller name display

    This option allows the caller’s name, in addition to his or her extension, to be displayed on the recipient’s phone.

  • Paging groups

    Users can page (one-way speakerphone) groups of phones throughout the enterprise, regardless of physical location.

  • Phone alerts

    Some phone system events, such as missed calls and new voice messages, are brought to a user’s attention by on-screen alerts. These brief messages appear near the top of the phone’s display.

  • Redial

    A user can call the previous internal or external phone number dialed without re-entering the number.

  • Remote phone use

    Remote and traveling users can use a ShoreTel phone from any location with a cable/DSL broadband connection, such as a home office.

  • Speed dial

    A user can program up to 16 internal or external numbers as two-digit speed dials accessed using a feature code.

  • Transfer-announced

    A user can send a current call to another extension or phone number after conferring with the recipient. This puts on hold the primary call, opens up another call with the party intended to receive the primary call, and allows the user to speak with the recipient before actually connecting the transferred call. This is also called a warm transfer, consultation transfer, and supervised transfer.

  • Transfer-unannounced

    A user can send a current call on his phone to another extension or phone number without first speaking to the recipient. This transfers a call without notifying or waiting for a response from the person at the destination number. This is also called cold transfer, blind transfer, immediate transfer, and unsupervised transfer.

  • Forced conference barge

    Allows a user (the barge initiator) to barge another user’s (the barge target) phone by forcing a conference call into an existing conversation.

  • Monitoring barge

    Allows an authorized user (the barge initiator) to listen in on an active call of another use (the barge target).

Conferencing / Collaboration
  • Audio conferencing

    Initiate audio conferences with the touch of a button, connecting to the people you need when you need them - no need to schedule or reserve a room.

  • Conferencing floor control / moderator

    A user can serve as moderator for a conference call, managing invitations, viewing and resetting “hand-raises,” muting individual participants, and more.

  • On-screen moderator conference controls

    A user can manage conference participants from a conference service menu on the phone.

  • Instant Messaging

    Chat with co-workers, regardless of geographical location.  Eliminate multiple, insecure and unmanaged instant messaging applications.

  • Presence

    Quickly see if colleagues are available to chat or if they’re on the phone. ShoreTel Connect Client automatically updates your status for you.

  • MS Outlook integration

    Integrate with Outlook and ICS calendars for event scheduling and invitation automation.  Capabilities include importing contacts from phone, IM, email, as well as importing personal and public contacts.

  • Peer-to-peer video chat

    With ShoreTel's Connect Client, you can have a face-to-face conversation with a co-worker whether they’re in the same office or on the other side of the world.

  • Desktop Sharing

    Launch a desktop sharing session during an audio or video chat. Share your entire screen or choose which portion of your screen you would like to share.

  • Find me, follow me

    A user can create lists of numbers that he would like to be ‘found at’ (such as a cell phone) before sending an inbound call to voicemail. Find Me lists are more sophisticated than Call Forwarding; e.g. a user can configure it to first ring his office phone, then after a number of unanswered rings, to ring his cellphone, then his home phone.

  • Softphone

    Switch into softphone mode on your Connect Client, add a headset, and your computer becomes a phone.

  • Join button

    A one-click “join” button for conferences that eliminates dial-ins and passcode entriesique ring tone. Instantly join ShoreTel, WebEx and GoToMeeting conferences without dial in hassles.

  • Auto hand off

    Enables automatic Wi-Fi/cellular call handover.

  • Dual persona

    ShoreTel Mobility allows your users to separate their business and personal communications on a single device, a “dual persona” solution that maintains separate identities.

  • Wearable devices

    ShoreTel Mobility is available for the Apple watch.  Your users can download the app for free from iTunes.

  • 311

    A 3-digit number reserved for local/city non-emergency services in many communities.

  • Directory assistance listing

    ShoreTel ensures that your company’s directory assistance listing (411) is accurate. Your main listing is included with your service; supplemental directory assistance listings may incur an additional charge.

  • 800 numbers / toll free numbers

    Toll free numbers let customers call you free of charge to them to make sure you always can be reached. Vanity toll free numbers let you brand your phone number.

  • Enhanced 911 service

    ShoreTel sends location information to your geographically local Public Safety Answering Point (PSAP) when a 911 call is made from an on-network ShoreTel phone.

  • Alternate outbound dial digit

    An additional digit is allowed to make an outbound call due to requirements form the customer to send certain digits (e.g. to send blocked call ID).

  • Authorization codes

    Require a code to make certain kinds of calls. Used to prevent unauthorized international or regional billed calls.

  • Customer logos

    Customers can upload a logo (or multiple logos) to appear on supported materials.

  • Fraud monitoring

    ShoreTel routinely monitors unusual international activity for potential abuse.

  • Hardware reassignment

    Users can log in and out of phones, allowing for time-sharing of phones or moving one’s presence from one phone (e.g. home phone) to another phone (e.g. office phone) and back.

  • Line management

    An administrator can create new users and change names.

  • Nationwide telephone number availability

    ShoreTel works with our partner carriers to secure telephone numbers across the United States.

  • Outbound caller ID

    Outbound caller ID can be configured by ShoreTel to announce individual Direct Inward Dial (DID) numbers or the company’s main number, or it can be blocked entirely.

  • Outbound caller ID blocking

    ShoreTel can restrict, by location, your company’s outbound caller ID information from being announced.

  • Password administration

    An administrator can manage phone and voicemail passwords online.

  • Privacy settings

    ShoreTel can configure whether customer phone line can be accessed by Pick Up, Barge, and other features that increase group functionality but reduce privacy.

Security & Compliance
  • Voice & Signaling Encryption

    ShoreTel protects IP voice against unauthorized recording, playback and other forms of electronic snooping. ShoreTel also uses SSL/TLS to protect instant messaging sessions.

  • Encrypted audio (SRTP)

    Protect your audio conferences and the information discussed with Secure Real-time Transport Protocol (SRTP) encrypted audio.

  • Remote Access Secure Tunnel (RAST)

    This protocol uses an encrypted tunnel that uses UDP to transport media packets to improve voice quality in less than ideal Internet conditions. This protocol falls back to TCP for media transport if UDP fails. TCP is used for signaling traffic.

  • Reverse proxy

    Reverse proxies are intermediate proxy servers that provide internal server resources to requesting clients outside the corporate network. Outside clients interact with the proxy server as if it were the requested server without having to contact directly the actual server providing the resources. The Edge Gateway employs this technology for outside access to authentication, bootstrapping, and CAS servers.

  • Traversal Using Relay around NAT (TURN)

    When clients behind separate NAT firewalls are trying to communicate, they require the use of an intermediate server that acts as a relay for packets. The relay server uses TURN and is usually deployed in the corporate DMZ. The Connect client uses this technology to connect to the corporate PBX network.

  • Web Real-Time Communication (WebRTC)

    WebRTC is an API definition that supports browser-based apps for media communications and file sharing. The Edge Gateway implements WebRTC - both Conferencing and Connect Contact Center utilize WebRTC for real time communication using a web browser.

  • One-time conference access codes

    A one-time conference access code is used for security purposes and you wish for the conference to expire.

  • 7-digit access codes

    A seven-digit PIN number used to access a conference call.  These access codes can be for a moderator, presenter, or participant.

  • Password protected conference

    Password protected conferences provide an extra level of security for your most sensitive conference calls.

  • Encrypted Web conferences (HTTPS)

    Encrypted web conferences provide a highly secure environment when sharing your critical sensitive company information.

  • Conference locking

    A conference moderator / leader host can lock and unlock a conference call anytime during the call via phone keypad.

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