Shoretel ShoreWare Professional Call Manager Overview:
Connecting information workers more efficiently and effectively
ShoreWare® Professional Call Manager helps organizations streamline business communications, improve communication accuracy, and enhance overall end user productivity at or away from the desk. The feature-rich, advanced functionality in ShoreWare Professional Call Manager serves an integral part of ShoreTel’s end-to-end unified communications (UC) solution, which helps organizations improve customer service, and optimize system performance and utilization.
Highlights:
- Integrated SoftPhone
- Conduct clear, person-to-person video calls
- Find and connect to people fast
- Know who is available, and by what means
- Add intelligence to your calls
- Utilize IM and open up more opportunities to communicate
Maximize your unified communications investment
With increasingly busy schedules and workers located around the world, it's not always easy to reach the right people at the right time. We play phone tag, interrupt important meetings to take calls, and fly all over the world, all the while continuing to wrestle with an endless list of voicemails, e-mails, missed calls and more. To avoid the delays in projects, incomplete decisions, and reduced employee performance resulting from this communications chaos, organizations need to simplify operations with solutions that connect people and information more quickly and efficiently. This is the role of unified communications (UC).
A successful UC solution delivers significant benefits to most organizations and helps turn communication challenges into competitive advantages. When people know the most effective way to contact colleagues, they can quickly obtain information and get the work done, rather than wasting time tracking down the right person. This is one of the benefits of “presence”—knowing instantly whether someone is available to communicate, and how.
With all that in mind, ShoreWare® Call Manager was created; a UC application suite—ShoreWare Personal Call Manager, ShoreWare Professional Call Manager, ShoreWare Operator Call Manager and ShoreWare Mobile Call Manager, were each tailored for specific needs in your organization. This unique communications suite offers your organization a way to empower all of your users to communicate any way they choose via video, voice (wired or wireless) or instant messaging (IM). ShoreWare Call Manager helps streamline business communications, improves communication accuracy, and enhances overall end user productivity.
Although phone and conference calls have been a communication staple for ages, video conferencing is rapidly moving from the boardroom to the desktop and becoming a key capability for enterprise communications. What was once viewed as a complex, niche technology is becoming an easy to use, productive communications tool, nearly as ubiquitous as IM. Desktop video enhances inter-office communication and helps reduce travel and meeting expenses.
By leveraging ShoreWare Call Manager as part of an end-to-end UC solution, you can achieve better communications, a reduction in travel costs, improved customer service, and better utilization of your equipment and infrastructure.
Communications with impact
Consider the positive impact if telecommuters were fully integrated into your business communications. You could recruit based purely on skill set rather than location and reduce your worries over office space and costs. Your telecommuters can dial everyone by extension, know who is on the phone and who is not, and communicate seamless with every other location and every other teleworker. People back at the office can enjoy the simplified access to the remote experts, ensuring that customers get a timely, correct response to any question. The flexibility of the ShoreTel® UC system solution with ShoreWare Call Manager can also improve job satisfaction for all your employees, leading to better staff retention. With better communications across your enterprise, teleworkers become a more integral part of the team, employees are happier and customers get faster answers, which leads to improved customer satisfaction as well.
By integrating communications management into innovative solution offerings, ShoreTel is leading the way to remove the distance barrier throughout organizations. People who stay connected have access to the people, resources and real-time information they need to make decisions faster and, ultimately, perform better. As part of a whole system with switches, phones and exceptional customer support, ShoreTel stands alone in its ability to provide a comprehensive UC solution.
Features & Benefits:
Benefits:
- Streamline business communications
- Enhance overall end user productivity
- Reduce travel and meeting expenses
- Improve customer satisfaction with faster response
- Greater flexibility for more effective mobile communications
- Customizable, flexible and effective controls with a single interface
|
Features
|
| Advanced call management
Intercom
Park
Page
Pick-up
Pick-up night bell
Silent monitor
Barge in
Whisper transfer
Whisper page
Telephony presence change alert
Audio conferencing
Up to six parties on conference
Add-on conference
Join a conference
Bridge call appearance
Multiple viewing options
Multiple docking options
Call appearance name, number
Call state
Calling name, number
Call duration
Call pick-up
Call notes
Call properties
Advanced voicemail playback
Caller ID name and number
Date, time and duration
Call back
Compose
Delete
Forward
Forward via e-mail
Move backward, forward
Play
Reply, reply all
Save
Sort with folders
Play on phone or play on PC
|
Advanced voicemail management
Matching contact name display
Move backwards, forwards
Play
Date, time and duration
Personalized Call Handling, based on
- who is calling
- when the call arrives
- the user’s call handling mode
Office Anywhere
Assign number to internal numbers
Assign number to external telephones
(cell, home, etc.)
Workgroup agent functions
Display of calls in your queue
Call pick-up from queue
Call information display
Previous call log display
SoftPhone
Number pad for DTMF entry
Swift change from phone to SoftPhone
G.711 codec
G.722 codec
High quality, low latency video
H.264/SVC protocol
640 x 480 (VGA)
Up to 30 frames per second
|
The ShoreWare Call Manager application suite:
Intuitive communications management tools designed for the way you work today.
Eliminate information silos
ShoreWare Call Manager is transforming the way employees communicate, regardless of their role or location, with productivity features such as quick access to directories, availability and location, making it easier to choose the right communication mode at the right time.
Free IT resources
One single interface reduces training efforts as well as capital and operating expenditures. With one installation process, a single application to support and no additional servers to deploy and maintain, the IT workload is reduced.
Turn any phone call into a Web conference
ShoreWare Call Manager simplifies operations by connecting people and information more efficiently. Users can easily transform a phone call into a Web sharing session on the fly to work on a document with the caller and speed collaboration.
Boost productivity with quick access
With QuickDialer, users enjoy rapid access to directories or their personal Outlook® contacts. Users can quickly find and connect to the person they need. When a phone call isn’t right, QuickDialer also provides a quick and easy way to contact them using an IM or an e-mail. Productivity is improved when users can reach their party faster, with the most appropriate communication modes of the moment.
Add intelligence to your calls
Users can define how they would like to have incoming calls routed, based on who is calling, when they’re calling, and their active call handling mode. Calls can be sent to voicemail, a specific phone number, Announced Find Me, Find Me, or even play a specific ringtone so users can manage their time to become more efficient.
Save time with Microsoft Outlook With Microsoft Outlook integration, users can manage voicemail and contacts with features that allow them to:
- Listen, replay, forward and save voicemail right from the inbox
- Call contacts right from the Microsoft Outlook application
- Define call handling from a meeting/ appointment request
Build teamwork
ShoreWare Call Manager’s unique blend of phone and IM presence lets users add a contact and see their phone and IM status either in one combined, simple view or an expanded view for power users. Intuitive IM and Presence Control makes communication quick and easy, saving time and money by resolving issues faster. For group interactions, users can access the optional Converged Conferencing Console to initiate a collaboration session.
Communicate immediately with IM
Choose the IM option and open up more opportunities to communicate. Through IM users can:
- Contact people in remote locations
- Communicate when a voice call is too intrusive
- Have sidebar conversations
- Save and archive chat conversations
- Enjoy a worry-free, secure IM infrastructure
- Escalate a chat to a phone call in one step
- Bring multiple experts into a conversation
Reduce travel with video
Video makes remote meetings easier, reduces travel expenses, improves collaboration, builds stronger relationships and makes remote workers feel part of the team. With affordable offthe- shelf webcams, placing clear, crisp person-to-person video calls is as easy as a phone call.
Call Manager takes advantage of the most recent enhancement to the H.264 standard for video compression: Scalable Video Coding (SVC). Thanks to SVC, ShoreTel can provide desktop video quality (resolution up to 1024 x 768 with minimal latency) and network resiliency to all the users.
A graphical Interface works the way you do
ShoreWare Call Manager allows users to customize the information view for the way they work, not the other way around. Tabbed contents allows access to all key features in one window and let users arrange the view based on their work style. For an unobtrusive snapshot, the window can be docked on any side of the screen so it doesn’t interfere with other desktop applications.
Handle high call volumes with ShoreWare Operator Call Manager
ShoreWare Operator Call Manager desktop client allows businesses to cost-effectively provide callers with a high level of personalized, professional service. For corporate operators, executive administrators and departmental receptionists, it is a flexible tool for managing enterprise UC call coverage features, such as Busy Call Appearance and Call Pick-up, speed connections to your employees. And with IM and presence information operators can consult a target user via IM before transferring a call.
Keep mobile workers reachable, anytime, anywhere
ShoreWare Call Manager seamlessly connects customers to mobile workers and mobile workers to the corporate offices more efficiently, instantly creating satisfied customers and staff. The Find Me capability helps callers connect with users even when they are not at their regular extension. Users can have all calls ring first at their extension, then any two other phones they assign. ShoreWare Mobile Call Manager is an integral part of ShoreTel’s UC solutions and is transforming the way people communicate. ShoreWare Mobile Call Manager offers users access to familiar functions such as QuickDialer access to corporate and address book contacts, visual voicemail and allows making your mobile phone the enterprise extension on the fly. Mobile users can also change their settings via ShoreWare Web Access.
In a world where communication technology is no longer an afterthought, but a strategic driver in business productivity, ShoreWare Call Manager is one of the most versatile, real-time communication application suites available today. With superior availability and reliability, more flexible features, a greater breadth of telephony and IM control, quality desktop video, and the most customizable interface, nobody delivers better communications services and management than ShoreTel.
Specifications:
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Personal Call Manager
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Professional Call Manager
|
Operator Call Manager
|
Mobile Call Manager
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| System |
| QuickDialer |
 |
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| Standard call management |
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| Advanced call management |
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| Personalized Call Handling |
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| Call history, redial history |
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| Call handling modes |
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| Audio conferencing |
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| Audio recording |
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| Bridge call appearance |
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| Call drag and drop to Contact Viewer |
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| Programmable buttons |
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| Visual Voicemail |
| Standard integrated voicemail |
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| Advanced voicemail playback |
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| Advanced voicemail management |
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| Voicemail preview |
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Device dependent |
| Message notification and escalation |
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| Outlook Integration |
| Voicemail as attachment |
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Device dependent |
| Voicemail inbox |
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| Contact integration |
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| Calendar call routing |
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| Contact Viewer (Extension Monitor) |
| Telephony presence |
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| Detailed telephony presence |
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| Instant messaging presence |
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| Instant messaging presence change alert |
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| Presence privacy management |
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| Person to person and multiparty IM |
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| Client side IM logging |
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| Mobility |
| Office Anywhere |
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| Find Me |
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| SoftPhone |
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| Video |
| High quality, low latency video |
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| Network congestion resiliency |
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| Audio and Web Conferencing |
| Launch of the Converged Conferencing Console |
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| Ad-hoc web conferencing |
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| Workgroup |
| Workgroup queue monitoring |
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| Workgroup agent functions |
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Requirements
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| Software Requirements |
| Microsoft® Windows® OS |
XP Pro SP2, Vista Business & Enterprise (32 bit), Windows 2003, Terminal Server R2 (32&64 bit) |
XP Pro SP2, Vista Business & Enterprise (32 bit), Windows 2003, Terminal Server R2 (32&64 bit) |
XP Pro SP2, Vista Business & Enterprise (32 bit), Windows 2003, Terminal Server R2 (32&64 bit) |
|
| Microsoft Outlook |
Outlook 2003 SP2, Outlook 2007 |
Outlook 2003 SP2, Outlook 2007 |
Outlook 2003 SP2, Outlook 2007 |
N/A |
| Citrix® ready |
XenApp 4.5 (limited support) |
XenApp 4.5 (limited support) |
XenApp 4.5 (limited support) |
N/A |
| Hardware Requirements |
| Processor |
Pentium 3-800 MHz |
Pentium 4-2.0 GHz, Pentium 4-3.0 GHz with up to 500 monitored contacts, dual core 1.6 GHz for video |
Pentium 4-2.0 GHz, Pentium 4-3.0 GHz with up to 500 monitored contacts, dual core 1.6 GHz for video |
|
| Available RAM |
100 MB * |
150 MB * |
150 MB * |
|
| Disk space |
1 GB ** |
1 GB ** |
1 GB ** |
2 |
| Bandwidth Requirements |
| Standard traffic |
0.2 kbps |
0.2 kbps |
0.2 kbps |
|
| High quality video |
|
Up to 600 kbps |
Up to 600 kbps |
|
| Others |
| Telephony presence |
|
ShoreTel Converged Conferencing 7.1 or Microsoft OCS 2007 for IM and Presence |
ShoreTel Converged Conferencing 7.1 or Microsoft OCS 2007 for IM and Presence |
|
* Memory used by the ShoreTel application exclusively; A minimal of 1 GB of total memory on the PC is recommended when using other office applications under Windows XP or 2 GB under Windows Vista
** Disk space requirement is for installation on a system without Windows.NET Framework installed previously. Once installed, Call Manager requires less than 100MB of disk space
Shoretel ShoreWare Personal Call Manager Overview:
Connecting people instantly
ShoreWare Personal Call Manager helps streamline business communications, improves communication accuracy, and enhances overall productivity for every user on the end-to-end ShoreTel Unified Communications (UC) solution. By leveraging the integrated Personal Call Manager, you can realize better communications and improved customer service out of the box.
Highlights:
- Find and connect to people fast
- Manage voicemail and contacts through Microsoft® Outlook®
- Access all key features such as voicemail in one window with tabbed contents
- Continue to be effective while away from the desk attending meetings and traveling the corridors
- Minimize end user training with a single, customizable interface
Maximize your unified communications investment
With increasingly busy schedules and workers located around the world, it's not always easy to reach the right people at the right time. We play phone tag, interrupt important meetings to take calls, and fly all over the world, all the while continuing to wrestle with an endless list of voicemails, e-mails, missed calls and more. To avoid the delays in projects, incomplete decisions, and reduced employee performance resulting from this communications chaos, organizations need to simplify operations with solutions that connect people and information more quickly and efficiently. This is the role of unified communications (UC).
A successful UC solution delivers significant benefits to most organizations and helps turn communication challenges into competitive advantages. When people know the most effective way to contact colleagues, they can quickly obtain information and get the work done, rather than wasting time tracking down the right person. This is one of the benefits of “presence”—knowing instantly whether someone is available to communicate, and how.
With all that in mind, ShoreWare® Call Manager was created; a UC application suite—ShoreWare Personal Call Manager, ShoreWare Professional Call Manager, ShoreWare Operator Call Manager and ShoreWare Mobile Call Manager, were each tailored for specific needs in your organization. This unique communications suite offers your organization a way to empower all of your users to communicate any way they choose via video, voice (wired or wireless) or instant messaging (IM). ShoreWare Call Manager helps streamline business communications, improves communication accuracy, and enhances overall end user productivity.
Although phone and conference calls have been a communication staple for ages, video conferencing is rapidly moving from the boardroom to the desktop and becoming a key capability for enterprise communications. What was once viewed as a complex, niche technology is becoming an easy to use, productive communications tool, nearly as ubiquitous as IM. Desktop video enhances inter-office communication and helps reduce travel and meeting expenses.
By leveraging ShoreWare Call Manager as part of an end-to-end UC solution, you can achieve better communications, a reduction in travel costs, improved customer service, and better utilization of your equipment and infrastructure.
Communications with impact
Consider the positive impact if telecommuters were fully integrated into your business communications. You could recruit based purely on skill set rather than location and reduce your worries over office space and costs. Your telecommuters can dial everyone by extension, know who is on the phone and who is not, and communicate seamless with every other location and every other teleworker. People back at the office can enjoy the simplified access to the remote experts, ensuring that customers get a timely, correct response to any question. The flexibility of the ShoreTel® UC system solution with ShoreWare Call Manager can also improve job satisfaction for all your employees, leading to better staff retention. With better communications across your enterprise, teleworkers become a more integral part of the team, employees are happier and customers get faster answers, which leads to improved customer satisfaction as well.
By integrating communications management into innovative solution offerings, ShoreTel is leading the way to remove the distance barrier throughout organizations. People who stay connected have access to the people, resources and real-time information they need to make decisions faster and, ultimately, perform better. As part of a whole system with switches, phones and exceptional customer support, ShoreTel stands alone in its ability to provide a comprehensive UC solution.
Features & Benefits:
Benefits:
- Streamline business communications
- Enhance overall end user productivity
- Reduce travel and meeting expenses
- Improve customer satisfaction with faster response
- Greater flexibility for more effective mobile communications
- Customizable, flexible and effective controls with a single interface
Features
|
Advanced call management
Intercom
Park
Page
Pick-up
Pick-up night bell
Silent monitor
Barge in
Whisper transfer
Whisper page
Telephony presence change alert
Audio conferencing
Up to six parties on conference
Add-on conference
Join a conference
Bridge call appearance
Multiple viewing options
Multiple docking options
Call appearance name, number
Call state
Calling name, number
Call duration
Call pick-up
Call notes
Call properties
Advanced voicemail playback
Caller ID name and number
Date, time and duration
Call back
Compose
Delete
Forward
Forward via e-mail
Move backward, forward
Play
Reply, reply all
Save
Sort with folders
Play on phone or play on PC
|
Advanced voicemail management
Matching contact name display
Move backwards, forwards
Play
Date, time and duration
Personalized Call Handling, based on
- who is calling
- when the call arrives
- the user’s call handling mode
Office Anywhere
Assign number to internal numbers
Assign number to external telephones
(cell, home, etc.)
Workgroup agent functions
Display of calls in your queue
Call pick-up from queue
Call information display
Previous call log display
SoftPhone
Number pad for DTMF entry
Swift change from phone to SoftPhone
G.711 codec
G.722 codec
High quality, low latency video
H.264/SVC protocol
640 x 480 (VGA)
Up to 30 frames per second
|
The ShoreWare Call Manager application suite:
Intuitive communications management tools designed for the way you work today.
Eliminate information silos
ShoreWare Call Manager is transforming the way employees communicate, regardless of their role or location, with productivity features such as quick access to directories, availability and location, making it easier to choose the right communication mode at the right time.
Free IT resources
One single interface reduces training efforts as well as capital and operating expenditures. With one installation process, a single application to support and no additional servers to deploy and maintain, the IT workload is reduced.
Turn any phone call into a Web conference
ShoreWare Call Manager simplifies operations by connecting people and information more efficiently. Users can easily transform a phone call into a Web sharing session on the fly to work on a document with the caller and speed collaboration.
Boost productivity with quick access
With QuickDialer, users enjoy rapid access to directories or their personal Outlook® contacts. Users can quickly find and connect to the person they need. When a phone call isn’t right, QuickDialer also provides a quick and easy way to contact them using an IM or an e-mail. Productivity is improved when users can reach their party faster, with the most appropriate communication modes of the moment.
Add intelligence to your calls
Users can define how they would like to have incoming calls routed, based on who is calling, when they’re calling, and their active call handling mode. Calls can be sent to voicemail, a specific phone number, Announced Find Me, Find Me, or even play a specific ringtone so users can manage their time to become more efficient.
Save time with Microsoft Outlook With Microsoft Outlook integration, users can manage voicemail and contacts with features that allow them to:
- Listen, replay, forward and save voicemail right from the inbox
- Call contacts right from the Microsoft Outlook application
- Define call handling from a meeting/ appointment request
Build teamwork
ShoreWare Call Manager’s unique blend of phone and IM presence lets users add a contact and see their phone and IM status either in one combined, simple view or an expanded view for power users. Intuitive IM and Presence Control makes communication quick and easy, saving time and money by resolving issues faster. For group interactions, users can access the optional Converged Conferencing Console to initiate a collaboration session.
Communicate immediately with IM
Choose the IM option and open up more opportunities to communicate. Through IM users can:
- Contact people in remote locations
- Communicate when a voice call is too intrusive
- Have sidebar conversations
- Save and archive chat conversations
- Enjoy a worry-free, secure IM infrastructure
- Escalate a chat to a phone call in one step
- Bring multiple experts into a conversation
Reduce travel with video
Video makes remote meetings easier, reduces travel expenses, improves collaboration, builds stronger relationships and makes remote workers feel part of the team. With affordable offthe- shelf webcams, placing clear, crisp person-to-person video calls is as easy as a phone call.
Call Manager takes advantage of the most recent enhancement to the H.264 standard for video compression: Scalable Video Coding (SVC). Thanks to SVC, ShoreTel can provide desktop video quality (resolution up to 1024 x 768 with minimal latency) and network resiliency to all the users.
A graphical Interface works the way you do
ShoreWare Call Manager allows users to customize the information view for the way they work, not the other way around. Tabbed contents allows access to all key features in one window and let users arrange the view based on their work style. For an unobtrusive snapshot, the window can be docked on any side of the screen so it doesn’t interfere with other desktop applications.
Handle high call volumes with ShoreWare Operator Call Manager
ShoreWare Operator Call Manager desktop client allows businesses to cost-effectively provide callers with a high level of personalized, professional service. For corporate operators, executive administrators and departmental receptionists, it is a flexible tool for managing enterprise UC call coverage features, such as Busy Call Appearance and Call Pick-up, speed connections to your employees. And with IM and presence information operators can consult a target user via IM before transferring a call.
Keep mobile workers reachable, anytime, anywhere
ShoreWare Call Manager seamlessly connects customers to mobile workers and mobile workers to the corporate offices more efficiently, instantly creating satisfied customers and staff. The Find Me capability helps callers connect with users even when they are not at their regular extension. Users can have all calls ring first at their extension, then any two other phones they assign. ShoreWare Mobile Call Manager is an integral part of ShoreTel’s UC solutions and is transforming the way people communicate. ShoreWare Mobile Call Manager offers users access to familiar functions such as QuickDialer access to corporate and address book contacts, visual voicemail and allows making your mobile phone the enterprise extension on the fly. Mobile users can also change their settings via ShoreWare Web Access.
In a world where communication technology is no longer an afterthought, but a strategic driver in business productivity, ShoreWare Call Manager is one of the most versatile, real-time communication application suites available today. With superior availability and reliability, more flexible features, a greater breadth of telephony and IM control, quality desktop video, and the most customizable interface, nobody delivers better communications services and management than ShoreTel.
Specifications:
Last Updated: Sunday, 05 September 2010 07:12
|
Shoretel ShoreWare Professional Call Manager
Shoretel ShoreWare Call Manager Datasheet