1. SOLUTION BRIEF ShoreTel Unified Communications Platform Unique architecture distributes intelligence throughout the system and offers modular scalability At the core of ShoreTel’s Unified Communications (UC) solution is a unique distributed platform that provides the system’s core communications capabilities. Purpose-built for IP, this open, highly reliable platform, fits right in with your existing infrastructure, works seamlessly with your business applications and processes, and makes integrated business communication easy to deploy and manage. The ShoreTel UC system scales easily and is ideal for multisite companies because it behaves and appears as a single, unified system with full PBX, Benefits voicemail, and automated attendant functions.• Designed for the IP age to be easy to deploy, use and manage A distributed • ShoreTel’s built-in distributed communications solution workgroups feature provides basic ACD• Highly reliable with 99.999% functionality that is ideal for informal call (five-nines) availability The UC platform integrates multiple centers. Simple call routing, overflows, for enterprise-class announcements, historical reports and facets of communications into a single performance distributed architecture to provide a range real time alerts are built into the core• Based on open standards of rich capabilities. platform. to fully integrate rich communications • Call Control is the foundation of the • Audio and web conferencing as well capabilities while providing platform and the flagship of the ShoreTel as Instant Messaging are services fully a single image of the architecture. Embedded in the highly managed and deployed through the system reliable ShoreTel Voice Switches, ShoreTel UC System.• Flexible platform for growth ShoreTel’s call control is provided as a offers modular scalability true distributed application. Each voice • Features on the ShoreTel platform are switch hosts the application, services easily accessed through ShoreTel IP all of its associated users and network Phones and the ShoreTel Communicator interfaces, and works with all other voice application suite, which includes full switches to create the complete solution. mobility capabilities. Since the platform is based on open standards, additional • Applications including unified popular solutions, including Microsoft messaging, account codes, and others, Outlook email, interactive voice response are integrated into the core platform and systems, voicemail-to-text and leading deployed at either a central location or CRM solutions easily integrate to meet distributed to all sites. any business requirement.
2. Distributed call control agent or customer behaviors. The integrated experience through the The ShoreTel distributed software ShoreTel Communicator boosts agent architecture deploys core voice and supervisor productivity and allows communications capabilities at each them to monitor real-time queue or site. This architecture means a single agent activity. Distributed workgroup system can serve multiple locations while functionality further enhances the providing for stand-alone reliability at customer experience by ensuring that every site in the event of a wide area agents in remote sites or branches are network (WAN) failure. available independent of any network outages. The result is a single-image system that scales easily, distributes to • The UC platform also includes an all geographies, delivers feature integrated call detail reporting (CDR) transparency to all users and delivers rock- and call accounting system. With CDR, solid reliability. the system tracks the calls for users, trunks, and workgroups. The integrated Distributed voice applications call accounting system goes further in Voice applications, including voicemail, helping you manage communications auto-attendant, and basic ACD are costs by associating customer or project similarly distributed through the accounts to all calls or by enabling enterprise as integral components of the password access to advanced calling UC platform. permissions.Leading technologyDesigned for power efficiency • The ShoreTel UC platform unified ShoreTel Voice Switches andand independently tested1, messaging features can be either AppliancesShoreTel Voice Switches centralized at the HQ location oralso help lower energy distributed across a network on ShoreTel Voice Switches host ShoreTel’sconsumption, one of the key standard servers or inside ShoreTel distributed call control software anddrivers of ShoreTel’s low total support ShoreTel IP Phones, SIP devices or Voice Switches. As a stand-alonecost of ownership. combinations of analog devices. They are system, ShoreTel provides a feature-rich voicemail solution for all enterprises available in a range of sizes for enterprise1 ShoreTel, Inc. Unified as well as advanced call routing rules headquarters, regional offices and small Communications Systems that let workers customize how their to midsize businesses. ShoreTel Voice Evaluation of Power Switches also provide network interfaces callers are handled. When combined Consumption vs.Cisco to bridge your communications beyond Unified Communications with ShoreTel desktop and mobile user interfaces, users can take advantage the enterprise by supporting SIP, analog, Systems, The Tolly Group, of easy-to-use visual voicemail, can and ISDN trunking. October 2008 integrate their voicemail inside their ShoreTel 50V, ShoreTel 90V, and ShoreTel Microsoft Outlook inbox, and can easily 90BRIV Voice Switches feature an direct their calls based on their calendar. embedded voicemail and auto-attendant • The ShoreTel UC platform includes an functionality providing distributed and embedded auto-attendant that provides survivable service attendant features at a 24-hour automated call answering and remote office or site. routing to improve service and brand ShoreTel’s VPN Concentrator and InGate image. Outgoing prompts can be SIParator are key components of the UC customized and linked to the time of platform that provide a secure solution day and/or day of the week. Individual for connecting to end-user telephones groups have their own menus with or service providers over the IP network. unique greetings and options. The ShoreTel VPN Concentrator enables • Basic ACD is native to the ShoreTel secure and remote deployment of UC platform. ShoreTel’s basic ACD or ShoreTel IP Phones in the user’s house, “workgroup” solution provides basic customer’s location, or in the enterprise’s call center functionality to enhance smaller locations. The InGate SIParator customer experience and report on provides secure connectivity to network- based service providers for both inbound and outbound calling.
3. ShoreTel Director PSTN /ITSP HEADQUARTERS INTERNATIONAL BRANCH Headquarters Server (System Adminstration, voicemail, ShoreTel ShoreTel Communicator & auto attendant, work groups) Communicator & RoamAnywhere [Physical or Virtual] RoamAnywhere Analog Device ShoreTel Voice Switches ShoreTel Contact Communicator Distributed Voice Center Server (voicemail & auto attendant) ShoreTel [Physical or Virtual] ShoreTel Appliances (Collaboration, Communicator VPN Concentrator, Contact Center & Mobility Router) ShoreTel ShoreTel IP Phone IP Phone ShoreTel Voice Switches IP WAN ShoreTel Communicator & ShoreTel RoamAnywhere ShoreTel Voice Switch Communicator & ShoreTel RoamAnywhere Communicator ShoreTel Legacy VPN Phone Voicemail OFFICE Legacy ANYWHERE Phones Legacy PBXPSTN/ITSP REGIONAL OFFICE PSTN SINGL E E-IMAGE ARCHITECTUR Business-critical reliability • Processors that do not require or use mechanical disk drives, eliminating the The ShoreTel distributed architecture single most common point of system provides highly reliable and brilliantly failure. simple UC capabilities across multiple enterprise locations. ShoreTel software • An embedded, real-time operating is hosted on embedded voice switch system and unique call control appliances to extend the overall system’s architecture, enabling them to reliability. communicate with each other and distribute call processing in the network. ShoreTel Voice Switches exceed today’s most stringent enterprise IT requirements, Additional reliability is proved by the delivering 99.999 percent (five-nines) following powerful capabilities: availability with: • PSTN failover: If the WAN is down • N+1 redundancy that helps ensure that or over-utilized for voice traffic or if a ShoreTel Voice Switch fails or is if bandwidth limits extension-to- isolated by a network fault, the phones extension calls between sites, calls can supported by that switch automatically automatically route over the PSTN, fail over to another voice switch – either ensuring seamless communication. at that site or a shared resource at the HQ location.