Specifications

Planning Applications and Services
Planning and Installation Guide 11 – 23
• Accept Only From: If selected, users within this COS can only be monitored by the
person specified in the field accociated with this radio button.
There are no special permissions for ShoreTel Contact Center agents or supervisors.
They must have COS with appropriate settings to enable contact center silent
monitoring and barge in.
ShoreWare Call Manager
The ShoreTel 6.1 system provides a multilevel ShoreWare Call Manager to address the
various needs of the enterprise user.
• Every user on the system is provided the ShoreWare Personal Call Manager for
desktop call control, unified messaging, directory services, and call logging.
• More sophisticated users will appreciate the additional capabilities provided by the
ShoreWare Advanced Call Manager. The added features are especially useful for
those who need information about their calls. At this level, the QuickDialer shows
if the destination is busy and indicates the call handling status of the destination
(standard or nonstandard).
• The ShoreWare Workgroup Agent Call Manager is especially useful to members
of workgroups. This level of the Call Manager provides agents with a shared
mailbox, the ability to view calls in a queue, and the ability to log in and out of the
workgroup.
• The ShoreWare Workgroup Supervisor Call Manager is configured for
supervisors in a workgroup. This level provides the additional capability of
viewing and controlling the status of the agents.
• The ShoreWare Operator Call Manager is the most capable level of the Call
Manager and is configured for use by operators, secretaries, and executive
assistants. This level provides additional user status information that makes for
more effective call routing.
For information on Call Manager licenses, see the ShoreTel 6.1 Administration Guide.
SoftPhone
SoftPhone is a licensed feature that is enabled through the User edit page of ShoreWare
Director. Licensed users can launch SoftPhone from Call Manager, enabling users to
bring their extension to any Windows 2000/XP computer connected to the network
with Internet Explorer 6.
The SoftPhone communicates with other ShoreTel system components (such as
ShoreGear voice switches, and IP phones) using the MGCP protocol for call control
and RTP media streams using either G.729a or G.711 codecs.
The SoftPhone conforms with the ShoreTel system-wide standard that all media
packets are sent to UDP port 5004.
NOTE While the SoftPhone can be configured for different types of audio endpoints
(headset, speakers, handset), ShoreTel recommends you use a USB headset for
supportable voice quality.
The SoftPhone supports:
• Desktop speakers or USB headset
• G.711 and G729a codecs
• Quality of Service through TOS/DiffServ