Specifications

System Overview
Planning and Installation Guide 2 – 11
The system's ShoreTel Contact Center Server Software, together with its Interactive
Voice Response package (IVR), provides the contact center administrator with
sophisticated call routing options. These options include routing incoming calls by
customer ID (or ANI), routing incoming calls by DNIS (the number dialed), routing
incoming calls according to the agent that best fits the skill required (skills-based
routing), statistical routing to route the incoming call by TSF (Target Service Factor),
and more. In addition, the ShoreTel Contact Center Server Software uses scripts to
collect information from the organization’s database and the callers, using many IVR
actions, and routes the call according to that information.
Incoming calls are routed to agents according to:
• The service required by the DNIS (number dialed).
• The customer, if the customer is identified in the organization’s database.
• A call control script that directs the call according to information extracted from
the caller.
• Best skill fit of the agent.
• The longest waiting time.
The ShoreWare Contact Center Director module enables authorized supervisors to
define the parameters of different system entities (for example, agents, agent groups,
trunk groups) and easily modify their profiles. There are several administration levels
with different access rights.
The ShoreWare Agent Manager monitors contact center activities and provides real-
time information, as well as generates reports summarizing the system's performance
over a given time period. The ShoreWare Agent Manager also provides statistical
analysis of the contact center system behavior within a specified period.
The ShoreWare Agent Toolbar provides the agent with all the necessary information
regarding the type of an incoming call and caller, before the agent answers the call.
Agents can perform all telephony functions from their desktops with this Windows-
based application.
Desktop Applications
The ShoreTel 6.1 system provides a suite of integrated desktop productivity
applications targeted at the needs of different users. The ShoreTel Call Manager
application offers varying levels of functionality suited to different role requirements.
• Personal Call Manager
• Advanced Call Manager
• Workgroup Agent Call Manager
• Workgroup Supervisor Call Manager
• Operator Call Manager
• SoftPhone
• Web Access
• Office Anywhere
Personal Call Manager
The Personal Call Manager level provides desktop call control as well as voice mail,
directory, and call logging features. Microsoft Outlook users can integrate their voice
mail, contacts, and calendar with the ShoreTel 6.1 system. This level is available to all
users and delivers desktop call control, visual voice mail, call history, and directory
services, as well as options to control call handling and message notification.