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ShoreTel Connect

Agent Essentials

 

Agent Standard

 

Agent Advanced

 

IVR (Interactive Voice Response)1 Check Check Check
Call Routing (based on date/time/DNIS etc) Check Check Check
Inbound Calls Check Check Check
Personal Agent Queuing Check Check Check
Reporting Check Check Check
Supervisor2 Check Check Check
Skill-based Routing - Check Check
Callbacks - Check Check
Outbound Dialer - Check Check
Multimedia routing (emails, chats) - - Check
Call Recording a-la-carte a-la-carte a-la-carte
IVR Ports a-la-carte a-la-carte a-la-carte

ShoreTel Connect CLOUD Contact Center Service Plans can be added on to the following valid ShoreTel Connect CLOUD Service Plans: Telephony or the three UC Product Plans (Essentials, Standard and Advanced)

1 (One) IVR Port is included with every agent license. Additional IVR Ports can be purchased a-la-carte

Add-on user license, see feature list for details