Specifications

ShoreTel Server Integrated Server Applications
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Integrated Server Applications
There are several integrated TAPI applications running on the server. These applications use TAPI to
send and receive call control information, and can also manipulate calls. These applications also use
ZIN Manager and ODBC to access and update the configuration database.
Voice Mail
Voice mail is a TAPI application that supports 254 simultaneous voice mail or Auto-Attendant
connections. The voice mail system uses SMTP to transport composed messages between the
distributed servers. Media streams to voice mail use RTP packets to send media.
Voice messages are stored on the server’s hard drive in the VMS MESSAGE subdirectory of the
Shoreline Data directory. Voice mail messages are stored as .wav files. To help you calculate storage
requirements, one hour of messages requires approximately 30 MB of disk space.
The voice mail application consists of the following services: Port Manager and Mail Server. The Port
Manager uses TAPI to interact with TMS. The ShoreTel system also supports linking to legacy voice
mail systems using AMIS and SMDI protocols.
Distributed Voice Mail
If the Headquarters server loses network connectivity, the distributed voice mail application allows
softswitches on DVSs to continue handling voicemail calls and access the auto attendant.
During an outage, users can access voice mail only though their phone interface. If users were running
Communicator at the time of the outage, they can still compose and play back messages. Users who
were not running Communicator at the time of the outage, or who restart Communicator, are not able
to access their voice mail boxes until connectivity is restored or unless their managing server includes
a distributed database instance.
Voicemail messages to mail boxes hosted at other sites are stored and forwarded when connectivity to
the destination voice mail service is restored.
Workgroups
Workgroups is an integrated Automated Call Distribution (ACD) application. Running on any HQ or
DVS server, this TAPI application is responsible for routing and queueing calls directed to ShoreTel
workgroups.
In the larger enterprise, there may be small- to medium-sized groups working together as a contact
center. The ShoreTel Contact Center Solution is a server-based ACD and reporting package that
includes the ability to queue and distribute calls, and provide agent and supervisor functions, as well
as deliver reports on the call center activity.
Account Code Collection Service (ACC)
The Account Code Collection Service (ACC) is a TAPI application running on any HQ or DVS server.
When it is enabled, it allows account codes to be required or optional for outbound calls. When a
restricted PSTN call is attempted, and account code collection is enabled, the ShoreTel Voice Switch
redirects the call to ACC.