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WHITE PAPER




Reduce Cellular Spend With
ShoreTel Mobility
Table of Contents
1.   Executive summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
2.   Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
3.   Situation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
     International cellular direct dial and roaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
     Domestic cellular calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
4.   ShoreTel Mobility designed to reduce costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
     Domestic dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
     International direct dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
     International roaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
5.   How ShoreTel Mobility works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
6.   Proven cost savings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
     International roamer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
     Sales or executive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
     Domestic corridor warriors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
7.   Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9


Figure 1.      ShoreTel Mobility integrated architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Chart 1.       International direct dial cost to Japan and UK . . . . . . . . . . . . . . . . . . . . . . . 5
Chart 2.       International roaming cost to Japan and UK . . . . . . . . . . . . . . . . . . . . . . . . 5
Chart 3.       Typical international roamer cellular spend . . . . . . . . . . . . . . . . . . . . . . . . . 7
Chart 4.       Typical sales/executive cellular spend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chart 5.       Typical domestic corridor cellular spend . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Table 1.       International roamer cellular spend and savings . . . . . . . . . . . . . . . . . . . . . 8
Table 2.       Sales/executive cellular spend and savings . . . . . . . . . . . . . . . . . . . . . . . . . 8
Table 3.       Domestic corridor warrior cellular spend and savings . . . . . . . . . . . . . . . . 9




Reduce Cellular Spend With ShoreTel Mobility                                                                       PAGE 2
1. Executive summary
Organizations continue to spend valuable budget on international and long distance
calls. This white paper provides a sample return on investment (ROI) analysis for an
enterprise with U.S. headquarters and several international locations, and shows how
ShoreTel Mobility can help lower costs.

The name of the customer and their location have been altered to create a generic form
of the actual ROI case study.


2. Objective
To show how a multi-location organization can reduce cellular spend by leveraging
current Wi-Fi and dual-mode smartphone deployments, and offloading expensive
minutes from cellular networks to virtually free WLAN networks.


3. Situation
International cellular direct dial and roaming
The customer currently operates in four major cities: Boston, Los Angeles, London, and
Osaka. Employees frequently use their smartphones to call between these different
locations (referred to as international direct dial). The enterprise is then burdened with
per minute costs in excess of $1 for calls between the U.S. and London/Osaka. When
U.S.-based employees travel to the foreign remote offices (referred to as international
roaming), they are charged in excess of $2 per minute for calls placed within the cellular
network from their mobile devices.

Domestic cellular calls
Cellular plans typically offer three forms of tariff.

•	“Unlimited”	plans:	Plans	that	allow	unlimited	calling	for	domestic	calls	(i.e.,	now	
  famous $99 rate plans available from most domestic carriers). No overage minutes are
  associated with these plans.

•	“Bucket”	plans:	These	are	tiered	plans	with	a	defined	number	of	domestic	minutes	(i.e.,	
  800 minutes) for a fixed fee. Usage beyond the defined number of domestic minutes
  results	in	more	expensive	“overage”	minutes	(typically	around	25	cents).	

•	Open	usage	plans:	These	plans	require	some	base	fee	(between	$0	and	$25	per	month)	
  and a fixed per-minute charge (typically 3 to 10 cents per minute). There is no minimum
  usage and each call is charged for actual minutes used, without limitation.




Reduce Cellular Spend With ShoreTel Mobility                                    PAGE 3
International calling and roaming rates vary by country and are not included in the
domestic rate or tariff.

Power	users	might	be	tempted	to	buy	$99	unlimited	plans	that	offer	a	fail	safe	for	
overages, but these plans often include significantly more minutes than necessary.


4. ShoreTel Mobility designed to reduce costs
ShoreTel Mobility extends the full power of a desk phone and unified communications
(UC) capabilities to a mobile and sets the user free to communicate from any location
(office, home, hotspots) by enabling access to any network (cellular or Wi-Fi), simply and
cost effectively.

ShoreTel Mobility is designed to reduce mobile costs with the ability to automatically
select the most cost-effective method of routing calls.

Domestic dialing

The ShoreTel Mobility Router allows the seamless offload of minutes from the cellular
network to the WLAN network. The reduction in minutes enables customers to
downgrade their cellular plans.

Additionally, savings can be achieved through enhancements in productivity. Features
such as one-number ringing that allow callers to reach employees the first time,
enterprise-grade presence systems on mobiles that enable employees to choose the
most effective means of communication, and Active Directory integration that provides
access to a full enterprise address book, provide significant productivity benefits.

International direct dial

When making an international call from a domestic location with WLAN access, the
ShoreTel Mobility Router can seamlessly intercept a call made on a smartphone and route
it	through	VoIP	instead	of	through	the	cellular	network.	Additionally,	ShoreTel	Mobility	
provides the added benefit of handover which is the ability to seamlessly transfer an
in-process call from cellular to Wi-Fi once a network is detected.

When	away	from	a	Wi-Fi	hotspot,	the	phone	engages	the	router	to	make	a	call	using	VoIP	
to connect overseas. This still uses domestic cellular minutes, but avoids extravagant
long-distance	fees.	The	router	seamlessly	fuses	the	domestic	cellular	call	to	the	VoIP	
international call.

The	difference	between	a	ShoreTel	Mobility	VoIP-enabled	call	and	a	regular	cellular	
network call to an international destination can be orders of magnitude. Below is a
comparison of international direct dial costs to Japan and UK, with and without
ShoreTel Mobility.
Note: Costs derived from major US cellular carrier’s long distance pricing at time of print.




Reduce Cellular Spend With ShoreTel Mobility                                                   PAGE 4
$3.50
          Japan
                      $0.12


                                                   $1.50
             UK
                      $0.10


              $0.00     $0.50      $1.00       $1.50       $2.00    $2.50      $3.00        $3.50      $4.00

                                    International direct dial            ShoreTel Mobility

    Chart 1 - International direct dial cost per minute to Japan and UK, with and without ShoreTel Mobility

International roaming

The ShoreTel Mobility Router allows smartphone users to seamlessly connect to any
available	Wi-Fi	network	and	securely	place	VoIP	calls.	This	means	that	the	international	
travellers	can	place	inexpensive	VoIP	calls	from	a	hotel	room,	international	enterprise	
location, or another available hotspot.

If Wi-Fi is unavailable, ShoreTel Mobility uses reverse dialing and SIM swap to further
negate international roaming charges. SIM swap utilizes a local SIM card to reduce costs.
The ShoreTel Mobility Router automatically forwards calls to the new SIM in the same
manner it would forward calls to the original SIM card. Reverse dial allows smartphone
users to take advantage of international asymmetrical pricing plans. In many countries,
it is significantly less expensive to receive a call than to make one. In this case, the
smartphone client makes a dummy call to the router. The router then calls the intended
recipient and simultaneously calls the user back.

Once again, the differences in cost can be staggering. Below is a comparison of
international roaming costs for Japan and UK, with and without ShoreTel Mobility.
Note: Costs derived from major US cellular carrier’s online pricing sheet at time of print.


                                                                                                    $2.29
          Japan
                         $0.12


                                                                $1.29
             UK
                       $0.10


              $0.00             $0.50            $1.00             $1.50            $2.00              $2.50

                                        International Roaming           ShoreTel Mobility

     Chart 2 - International roaming cost per minute to Japan and UK, with and without ShoreTel Mobility




Reduce Cellular Spend With ShoreTel Mobility                                                             PAGE 5
5. How ShoreTel Mobility works
Figure 1 below provides a high level view of how the ShoreTel Mobility solution integrates
into a customer’s UC infrastructure.

 Wi-Fi Access from:
 • Home networks                                 Internet
 • Hotel Wi-Fi
 • Hotspots
                      Ext. 1010                             DMZ

ShoreTel Mobility Remote Voice                                          PBX Dialplan Additions:
   SSL/AES-256 Encrypted                                                 DiD #1 - Cell Access
                                                                          DiD #2 - Handover
                                                                         DiD #3 - Reverse Dial
                                                                                                                                                      ShoreTel
                                                              SIP Trunk                               SIP Trunk                                       Mobility
                                                                                                                                                       Router



                  PSTN                                                                                SIP Line
                                                                                                                      Mobility
                                                                                                                                 Router
                                                                                                                                          4000




                                                                                                                                                     Corporate
                        “Dial via Office”                                                                 SIP Line                                     Wi-Fi
                            cell call                                                                   Connections                                  Connected
                                                                                                                                                      Phones




                                                                                                                                                 Ext. 1000

                                                                  Ext. 1000               Ext. 1010


                                            Figure 1 - ShoreTel Mobility integrated architecture

The	ShoreTel	Mobility	Router	integrates	with	the	PBX	via	session	initiation	protocol	
(SIP).	A	SIP	trunk	is	required	along	with	two	dedicated	direct	inward	dial	(DID)	lines	per	
appliance. Note that the DIDs are needed per appliance and NOT per user. In addition,
SIP	line	connections	are	used	by	the	ShoreTel	Mobility	Router	to	integrate	the	mobile	
phone	into	the	PBX.	These	SIP	line	connects	appear	as	shared-line	appearances	or	
bridged-line	appearances	on	the	PBX.

VoIP	calls	made	on	the	mobile	phone	via	the	Wi-Fi	network	are	simple	and	
straightforward.	The	mobile	phone	is	SIP	registered	to	the	Mobility	Router,	and	the	
Mobility	Router,	acting	effectively	as	a	SIP	back-to-back	user	agent	(B2BUA),	is	registered	
to	the	PBX.	When	the	mobile	phone	places	a	VoIP/SIP	call,	the	ShoreTel	Mobility	Router	
signals	that	call	via	the	PBX	using	the	shared/bridged-line	appearance.

All	call	routing	is	handled	by	the	PBX,	using	the	PBX’s	existing	route	plan.	This	allows	calls	
from mobile phones to be treated as if they are being placed from the user’s desk phone.
All existing call routing and toll bypass policies apply to the mobile phone.




Reduce Cellular Spend With ShoreTel Mobility                                                                                              PAGE 6
Cellular network calls made on the mobile phone can anchor, or route through the
                                      enterprise	PBX.	This	is	commonly	referred	to	as	“Dial	via	Office”.	With	the	ShoreTel	
                                      Mobility solution, policies dictate whether the cell calls are anchored or not. Cell calls are
                                      redirected into one of the dedicated DIDs mentioned above. This anchors the cellular
                                      call leg, and the mobile phone then signals the destination number to dial. Just as with
                                      the	VoWLAN	call,	or	a	call	from	the	desk	phone,	the	PBX	routes	this	call	using	existing	
                                      route	plans	and	toll	bypass	policies	to	the	PSTN.

                                      ShoreTel Mobility also supports voice over WLAN (VoWLAN) calls from outside the
                                      firewall using a feature called Secure Remote Voice (SRV). SRV allows the mobile phone
                                      to connect to Wi-Fi on home networks, hotel networks, and hotspot networks. In order
                                      to	ensure	the	call	is	secure,	the	ShoreTel	solution	SSL	encrypts	the	call	using	X.509	
                                      certificate	authentication	and	AES-128	or	AES-256	encryption.	Note	that	this	only	secures	
                                      ShoreTel	VoIP	and	UC	applications.	Non-ShoreTel	applications,	such	as	the	Web	browser,	
                                      are not redirected through the secure SSL tunnel. Once the SSL tunnel is established, the
                                      ShoreTel	Mobility	client	SIP	registers	and	can	send	and	receive	calls	over	Wi-Fi.


                                      6. Proven cost savings
                                      International roamer

                                      An international roamer frequently communicates with foreign offices and tends to make
    International direct dialing 8%
                                      at least one overseas trip a month. Users tend to make calls on their smartphones due to
                                      time differences and ease of use. Call volume is heavy due to the mobile nature of the
 International        Domestic        international roamer.
   roaming             dialing
     47%                45%           The following table shows the current cellular spend and applicable savings with ShoreTel
                                      Mobility for an International roamer who flies to Osaka twice a month and makes calls
                                      back the U.S. and to local Japanese numbers. The calls to the U.S. occur mostly either
                                      early in the morning or late in the evening. Due to the timing of these calls they mostly
Chart 3 – Typical international       occur from a Wi-Fi-enabled hotel room. While in the U.S., this user makes calls to
   roamer cellular spend
                                      overseas offices to schedule meetings, follow up, and to plan a trip. The domestic cellular
                                      use averages about 800 min, and calls are made on the go, fitting things into a hectic
                                      schedule.

                                      International roamers experience the most dramatic cost savings through the ShoreTel
                                      Mobility solution. Conservative calculations indicate that deploying ShoreTel Mobility for
                                      this	international	roamer	may	save	as	much	as	$950	a	month,	a	75	percent	saving.




                                      Reduce Cellular Spend With ShoreTel Mobility                                      PAGE 7
With cellular only                                                         With ShoreTel Mobility
                                          Type of call          Minutes used     Cost per minute         Total         Cost per minute         Total
                                          International             700         $2.00 (350 minutes      $1050         $0 (560 minutes on        $210
                                          roaming                                 in Asia) + $1.00                     international wi-fi)
                                                                                (350 minutes in EU)                   + $2.00 (70 minutes
                                                                                                                         in Asia) + $1.00
                                                                                                                       (70 minutes in EU)
                                          Domestic                  800           Included in plan         $0          included in plan           $0
                                          dialing
                                          International             120                 $1               $120                $0.05                $6
                                          direct dialing
                                          Base unlimited              –                  –                $99                  –                 $99
                                          plan
                                          Total                       –                  –              $1269                  –               $315


                                              Table 1 – International roamer’s current cellular spend and applicable savings with ShoreTel Mobility

                                         Sales or executive

                                         Sales and executive users tend to have a heavy domestic travel schedule, and make a
                                         significant amount of international calls to other offices.
International
                 International roaming
direct dialing
    15%
                           4%            The following table shows the current cellular spend and applicable savings with ShoreTel
                                         Mobility for a sales executive who does not travel overseas, but still makes a variety of
                                         international calls to develop and cultivate relationships. The domestic cellular use is
                                         high due to the mobile nature and preference for using a smartphone. The executive
            Domestic dialing
                81%                      relies on a smartphone to keep life organized. It is home to contacts, calendar, email,
                                         reminders, notes, etc. The convenience of being able to click ‘call’ from an email or
                                         calendar	appointment	is	significant	when	compared	to	having	to	turn	a	PC	on,	log	in,	
      Chart 4 – Typical sales/           then transcribe a phone number from a screen then dial a desk phone.
      executive cellular spend
                                         The ShoreTel Mobility Router allows sales and executives to realize both productivity
                                         and cost savings by seamlessly shifting their international direct dial calls to international
                                         VoIP	calls.	In	the	example	above,	the	executive	could	save	over	$200	a	month	just	on	
                                         international	direct	dial,	a	66	percent	saving.

                                          With cellular only                                                         With ShoreTel Mobility
                                          Type of call          Minutes used     Cost per minute         Total         Cost per minute         Total
                                          International              0                   –                 $0                  –                 $0
                                          roaming
                                          Domestic                  1500          Included in plan         $0          included in plan          $0
                                          dialing
                                          International             225                 $1               $225                $0.05              $12
                                          direct dialing
                                          Base unlimited             –                   –                $99                  –                $99
                                          plan
                                          Total                      –                   –               $324                  –               $111


                                                  Table 2 – Sales executive’s current cellular spend and applicable savings with ShoreTel Mobility




                                         Reduce Cellular Spend With ShoreTel Mobility                                                         PAGE 8
Domestic corridor warriors

                                  Corridor warriors are the typical knowledge workers. Connectivity is important for
   International
direct dialing 10%
                                  this group, colleagues rely on them for information and customers expect a prompt
                                  response. Calls directly to the cell phone often suffer from reception problems; this is
                                  particularly true in large office buildings. Missed calls can mean reduced productivity, or
                                  worse—a missed opportunity.
          Domestic dialing
              90%                 The following table shows the current cellular spend and applicable savings with ShoreTel
                                  Mobility for a for a domestic corridor warrior whose travel is minimal but is often away
                                  from the desk. This user makes few international and rarely roams away from the office.
  Chart	5	–	Typical	domestic	
corridor warrior cellular spend
                                   With cellular only                                                          With ShoreTel Mobility
                                   Type of call          Minutes used      Cost per minute        Total         Cost per minute          Total
                                   International               0                  –                  $0                –                   $0
                                   roaming
                                   Domestic                   800          Included in plan          $0         included in plan           $0
                                   dialing
                                   International              80                 $1                 $80              $0.05                 $4
                                   direct dialing
                                   Base unlimited              –                  –                 $60                –                  $60
                                   plan
                                   Total                       –                  –               $140                 –                  $64


                                           Table 3 – Corridor warrior’s current cellular spend and applicable savings with ShoreTel Mobility


                                  The ShoreTel Mobility Router can offload cellular minutes onto Wi-Fi by leveraging the
                                  existing enterprise grade Wi-Fi and also improve call reception quality and call quality. By
                                  leveraging	their	IP	telephony	systems	while	making	cellular	calls,	the	corridor	warrior	can	
                                  save	up	to	54	percent.

                                  Additional savings can be realized through the reduction of desk phones, increased
                                  productivity, and reduction in cellular minutes required.


                                  Summary
                                  The ShoreTel Mobility solution can dramatically reduce the most expensive cellular bills
                                  by effectively shifting cellular minutes to Wi-Fi minutes. As shown in the above examples,
                                  leveraging dual-mode smartphones and WLAN networks is a viable way to reduce
                                  enterprise cellular spend.




                                  Reduce Cellular Spend With ShoreTel Mobility                                                          PAGE 9
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.


                      WORLD HEADQUARTERS              960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com
                                                      +1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax
                                          EMEA        +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 and ShoreTel 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 #850-1304-01

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How to Reduce Enterprise Mobility Expenses

  • 1. WHITE PAPER Reduce Cellular Spend With ShoreTel Mobility
  • 2. Table of Contents 1. Executive summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 2. Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3. Situation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 International cellular direct dial and roaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Domestic cellular calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 4. ShoreTel Mobility designed to reduce costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Domestic dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 International direct dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 International roaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 5. How ShoreTel Mobility works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 6. Proven cost savings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 International roamer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Sales or executive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Domestic corridor warriors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 7. Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Figure 1. ShoreTel Mobility integrated architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Chart 1. International direct dial cost to Japan and UK . . . . . . . . . . . . . . . . . . . . . . . 5 Chart 2. International roaming cost to Japan and UK . . . . . . . . . . . . . . . . . . . . . . . . 5 Chart 3. Typical international roamer cellular spend . . . . . . . . . . . . . . . . . . . . . . . . . 7 Chart 4. Typical sales/executive cellular spend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Chart 5. Typical domestic corridor cellular spend . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Table 1. International roamer cellular spend and savings . . . . . . . . . . . . . . . . . . . . . 8 Table 2. Sales/executive cellular spend and savings . . . . . . . . . . . . . . . . . . . . . . . . . 8 Table 3. Domestic corridor warrior cellular spend and savings . . . . . . . . . . . . . . . . 9 Reduce Cellular Spend With ShoreTel Mobility PAGE 2
  • 3. 1. Executive summary Organizations continue to spend valuable budget on international and long distance calls. This white paper provides a sample return on investment (ROI) analysis for an enterprise with U.S. headquarters and several international locations, and shows how ShoreTel Mobility can help lower costs. The name of the customer and their location have been altered to create a generic form of the actual ROI case study. 2. Objective To show how a multi-location organization can reduce cellular spend by leveraging current Wi-Fi and dual-mode smartphone deployments, and offloading expensive minutes from cellular networks to virtually free WLAN networks. 3. Situation International cellular direct dial and roaming The customer currently operates in four major cities: Boston, Los Angeles, London, and Osaka. Employees frequently use their smartphones to call between these different locations (referred to as international direct dial). The enterprise is then burdened with per minute costs in excess of $1 for calls between the U.S. and London/Osaka. When U.S.-based employees travel to the foreign remote offices (referred to as international roaming), they are charged in excess of $2 per minute for calls placed within the cellular network from their mobile devices. Domestic cellular calls Cellular plans typically offer three forms of tariff. • “Unlimited” plans: Plans that allow unlimited calling for domestic calls (i.e., now famous $99 rate plans available from most domestic carriers). No overage minutes are associated with these plans. • “Bucket” plans: These are tiered plans with a defined number of domestic minutes (i.e., 800 minutes) for a fixed fee. Usage beyond the defined number of domestic minutes results in more expensive “overage” minutes (typically around 25 cents). • Open usage plans: These plans require some base fee (between $0 and $25 per month) and a fixed per-minute charge (typically 3 to 10 cents per minute). There is no minimum usage and each call is charged for actual minutes used, without limitation. Reduce Cellular Spend With ShoreTel Mobility PAGE 3
  • 4. International calling and roaming rates vary by country and are not included in the domestic rate or tariff. Power users might be tempted to buy $99 unlimited plans that offer a fail safe for overages, but these plans often include significantly more minutes than necessary. 4. ShoreTel Mobility designed to reduce costs ShoreTel Mobility extends the full power of a desk phone and unified communications (UC) capabilities to a mobile and sets the user free to communicate from any location (office, home, hotspots) by enabling access to any network (cellular or Wi-Fi), simply and cost effectively. ShoreTel Mobility is designed to reduce mobile costs with the ability to automatically select the most cost-effective method of routing calls. Domestic dialing The ShoreTel Mobility Router allows the seamless offload of minutes from the cellular network to the WLAN network. The reduction in minutes enables customers to downgrade their cellular plans. Additionally, savings can be achieved through enhancements in productivity. Features such as one-number ringing that allow callers to reach employees the first time, enterprise-grade presence systems on mobiles that enable employees to choose the most effective means of communication, and Active Directory integration that provides access to a full enterprise address book, provide significant productivity benefits. International direct dial When making an international call from a domestic location with WLAN access, the ShoreTel Mobility Router can seamlessly intercept a call made on a smartphone and route it through VoIP instead of through the cellular network. Additionally, ShoreTel Mobility provides the added benefit of handover which is the ability to seamlessly transfer an in-process call from cellular to Wi-Fi once a network is detected. When away from a Wi-Fi hotspot, the phone engages the router to make a call using VoIP to connect overseas. This still uses domestic cellular minutes, but avoids extravagant long-distance fees. The router seamlessly fuses the domestic cellular call to the VoIP international call. The difference between a ShoreTel Mobility VoIP-enabled call and a regular cellular network call to an international destination can be orders of magnitude. Below is a comparison of international direct dial costs to Japan and UK, with and without ShoreTel Mobility. Note: Costs derived from major US cellular carrier’s long distance pricing at time of print. Reduce Cellular Spend With ShoreTel Mobility PAGE 4
  • 5. $3.50 Japan $0.12 $1.50 UK $0.10 $0.00 $0.50 $1.00 $1.50 $2.00 $2.50 $3.00 $3.50 $4.00 International direct dial ShoreTel Mobility Chart 1 - International direct dial cost per minute to Japan and UK, with and without ShoreTel Mobility International roaming The ShoreTel Mobility Router allows smartphone users to seamlessly connect to any available Wi-Fi network and securely place VoIP calls. This means that the international travellers can place inexpensive VoIP calls from a hotel room, international enterprise location, or another available hotspot. If Wi-Fi is unavailable, ShoreTel Mobility uses reverse dialing and SIM swap to further negate international roaming charges. SIM swap utilizes a local SIM card to reduce costs. The ShoreTel Mobility Router automatically forwards calls to the new SIM in the same manner it would forward calls to the original SIM card. Reverse dial allows smartphone users to take advantage of international asymmetrical pricing plans. In many countries, it is significantly less expensive to receive a call than to make one. In this case, the smartphone client makes a dummy call to the router. The router then calls the intended recipient and simultaneously calls the user back. Once again, the differences in cost can be staggering. Below is a comparison of international roaming costs for Japan and UK, with and without ShoreTel Mobility. Note: Costs derived from major US cellular carrier’s online pricing sheet at time of print. $2.29 Japan $0.12 $1.29 UK $0.10 $0.00 $0.50 $1.00 $1.50 $2.00 $2.50 International Roaming ShoreTel Mobility Chart 2 - International roaming cost per minute to Japan and UK, with and without ShoreTel Mobility Reduce Cellular Spend With ShoreTel Mobility PAGE 5
  • 6. 5. How ShoreTel Mobility works Figure 1 below provides a high level view of how the ShoreTel Mobility solution integrates into a customer’s UC infrastructure. Wi-Fi Access from: • Home networks Internet • Hotel Wi-Fi • Hotspots Ext. 1010 DMZ ShoreTel Mobility Remote Voice PBX Dialplan Additions: SSL/AES-256 Encrypted DiD #1 - Cell Access DiD #2 - Handover DiD #3 - Reverse Dial ShoreTel SIP Trunk SIP Trunk Mobility Router PSTN SIP Line Mobility Router 4000 Corporate “Dial via Office” SIP Line Wi-Fi cell call Connections Connected Phones Ext. 1000 Ext. 1000 Ext. 1010 Figure 1 - ShoreTel Mobility integrated architecture The ShoreTel Mobility Router integrates with the PBX via session initiation protocol (SIP). A SIP trunk is required along with two dedicated direct inward dial (DID) lines per appliance. Note that the DIDs are needed per appliance and NOT per user. In addition, SIP line connections are used by the ShoreTel Mobility Router to integrate the mobile phone into the PBX. These SIP line connects appear as shared-line appearances or bridged-line appearances on the PBX. VoIP calls made on the mobile phone via the Wi-Fi network are simple and straightforward. The mobile phone is SIP registered to the Mobility Router, and the Mobility Router, acting effectively as a SIP back-to-back user agent (B2BUA), is registered to the PBX. When the mobile phone places a VoIP/SIP call, the ShoreTel Mobility Router signals that call via the PBX using the shared/bridged-line appearance. All call routing is handled by the PBX, using the PBX’s existing route plan. This allows calls from mobile phones to be treated as if they are being placed from the user’s desk phone. All existing call routing and toll bypass policies apply to the mobile phone. Reduce Cellular Spend With ShoreTel Mobility PAGE 6
  • 7. Cellular network calls made on the mobile phone can anchor, or route through the enterprise PBX. This is commonly referred to as “Dial via Office”. With the ShoreTel Mobility solution, policies dictate whether the cell calls are anchored or not. Cell calls are redirected into one of the dedicated DIDs mentioned above. This anchors the cellular call leg, and the mobile phone then signals the destination number to dial. Just as with the VoWLAN call, or a call from the desk phone, the PBX routes this call using existing route plans and toll bypass policies to the PSTN. ShoreTel Mobility also supports voice over WLAN (VoWLAN) calls from outside the firewall using a feature called Secure Remote Voice (SRV). SRV allows the mobile phone to connect to Wi-Fi on home networks, hotel networks, and hotspot networks. In order to ensure the call is secure, the ShoreTel solution SSL encrypts the call using X.509 certificate authentication and AES-128 or AES-256 encryption. Note that this only secures ShoreTel VoIP and UC applications. Non-ShoreTel applications, such as the Web browser, are not redirected through the secure SSL tunnel. Once the SSL tunnel is established, the ShoreTel Mobility client SIP registers and can send and receive calls over Wi-Fi. 6. Proven cost savings International roamer An international roamer frequently communicates with foreign offices and tends to make International direct dialing 8% at least one overseas trip a month. Users tend to make calls on their smartphones due to time differences and ease of use. Call volume is heavy due to the mobile nature of the International Domestic international roamer. roaming dialing 47% 45% The following table shows the current cellular spend and applicable savings with ShoreTel Mobility for an International roamer who flies to Osaka twice a month and makes calls back the U.S. and to local Japanese numbers. The calls to the U.S. occur mostly either early in the morning or late in the evening. Due to the timing of these calls they mostly Chart 3 – Typical international occur from a Wi-Fi-enabled hotel room. While in the U.S., this user makes calls to roamer cellular spend overseas offices to schedule meetings, follow up, and to plan a trip. The domestic cellular use averages about 800 min, and calls are made on the go, fitting things into a hectic schedule. International roamers experience the most dramatic cost savings through the ShoreTel Mobility solution. Conservative calculations indicate that deploying ShoreTel Mobility for this international roamer may save as much as $950 a month, a 75 percent saving. Reduce Cellular Spend With ShoreTel Mobility PAGE 7
  • 8. With cellular only With ShoreTel Mobility Type of call Minutes used Cost per minute Total Cost per minute Total International 700 $2.00 (350 minutes $1050 $0 (560 minutes on $210 roaming in Asia) + $1.00 international wi-fi) (350 minutes in EU) + $2.00 (70 minutes in Asia) + $1.00 (70 minutes in EU) Domestic 800 Included in plan $0 included in plan $0 dialing International 120 $1 $120 $0.05 $6 direct dialing Base unlimited – – $99 – $99 plan Total – – $1269 – $315 Table 1 – International roamer’s current cellular spend and applicable savings with ShoreTel Mobility Sales or executive Sales and executive users tend to have a heavy domestic travel schedule, and make a significant amount of international calls to other offices. International International roaming direct dialing 15% 4% The following table shows the current cellular spend and applicable savings with ShoreTel Mobility for a sales executive who does not travel overseas, but still makes a variety of international calls to develop and cultivate relationships. The domestic cellular use is high due to the mobile nature and preference for using a smartphone. The executive Domestic dialing 81% relies on a smartphone to keep life organized. It is home to contacts, calendar, email, reminders, notes, etc. The convenience of being able to click ‘call’ from an email or calendar appointment is significant when compared to having to turn a PC on, log in, Chart 4 – Typical sales/ then transcribe a phone number from a screen then dial a desk phone. executive cellular spend The ShoreTel Mobility Router allows sales and executives to realize both productivity and cost savings by seamlessly shifting their international direct dial calls to international VoIP calls. In the example above, the executive could save over $200 a month just on international direct dial, a 66 percent saving. With cellular only With ShoreTel Mobility Type of call Minutes used Cost per minute Total Cost per minute Total International 0 – $0 – $0 roaming Domestic 1500 Included in plan $0 included in plan $0 dialing International 225 $1 $225 $0.05 $12 direct dialing Base unlimited – – $99 – $99 plan Total – – $324 – $111 Table 2 – Sales executive’s current cellular spend and applicable savings with ShoreTel Mobility Reduce Cellular Spend With ShoreTel Mobility PAGE 8
  • 9. Domestic corridor warriors Corridor warriors are the typical knowledge workers. Connectivity is important for International direct dialing 10% this group, colleagues rely on them for information and customers expect a prompt response. Calls directly to the cell phone often suffer from reception problems; this is particularly true in large office buildings. Missed calls can mean reduced productivity, or worse—a missed opportunity. Domestic dialing 90% The following table shows the current cellular spend and applicable savings with ShoreTel Mobility for a for a domestic corridor warrior whose travel is minimal but is often away from the desk. This user makes few international and rarely roams away from the office. Chart 5 – Typical domestic corridor warrior cellular spend With cellular only With ShoreTel Mobility Type of call Minutes used Cost per minute Total Cost per minute Total International 0 – $0 – $0 roaming Domestic 800 Included in plan $0 included in plan $0 dialing International 80 $1 $80 $0.05 $4 direct dialing Base unlimited – – $60 – $60 plan Total – – $140 – $64 Table 3 – Corridor warrior’s current cellular spend and applicable savings with ShoreTel Mobility The ShoreTel Mobility Router can offload cellular minutes onto Wi-Fi by leveraging the existing enterprise grade Wi-Fi and also improve call reception quality and call quality. By leveraging their IP telephony systems while making cellular calls, the corridor warrior can save up to 54 percent. Additional savings can be realized through the reduction of desk phones, increased productivity, and reduction in cellular minutes required. Summary The ShoreTel Mobility solution can dramatically reduce the most expensive cellular bills by effectively shifting cellular minutes to Wi-Fi minutes. As shown in the above examples, leveraging dual-mode smartphones and WLAN networks is a viable way to reduce enterprise cellular spend. Reduce Cellular Spend With ShoreTel Mobility PAGE 9
  • 10. 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. WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com +1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax EMEA +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 and ShoreTel 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 #850-1304-01