Specifications

ShoreTel Client Applications Overview
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Overview
This chapter provides technical background information about the ShoreTel Communicator application
suite.
The Communicator Suite
The Communicator Suite includes the following items:
 Different functional versions of the Communicator client application:

Personal

Professional

Workgroup Agent

Workgroup Supervisor

Operator.
 Call Monitor software, including the Agent and Queue monitors
 Viewer applications for Directory, History, and Voice Mail
 Configure ShoreTel system, a control panel applet for configuring ShoreTel clients
Theory of Operations
All Communicator applications are hosted within a single process named ShoreTel.exe.
TAPI objects manage all telephony-related data and tasks for Communicator. Voice mail and database
operations require Client Application Services (CAS). Communicator applications use any available
service and attempt to degrade gracefully if a requested service is unavailable.
A separate process (PCMMapiRd.exe) is invoked to load Microsoft Outlook contact data into the
Communicator’s “white pages.”
Only the Communicator clients and three monitors (Extension, Agent, and Queue) can communicate
directly with TAPI. All other applications must use Communicator as a proxy to place calls on their
behalf. Applications using Communicator to dial calls are unable to provide feedback when an attempt
to place a call fails. However, notification of call failure does appear in the Communicator application.