In addition to the distributed call control software, the ShoreTel IP Office system provides a distributed voice application platform with open telephony application interfaces of TAPI for call control and TAPI Wave for media play and record.
Voice application servers can be distributed across the enterprise to optimize system availability and network resources. Even though there are multiple servers, the ShoreTel IP Office system is still managed as a single image system.
In addition, the ShoreTel IP Office system includes TAPI compliant voice applications that are bundled with the system at no additional charge, these include:
Automatic Call Distribution
Call Detail Recording
Desktop Call Control
Instead of voice applications from multiple vendors with multiple management
interfaces, the ShoreTel IP Office system eliminates complexity with a
complete suite of bundled voice applications. This is unmatched in the
industry by either new or legacy communications vendors.
The Personal Call Manager software includes personal productivity software that integrates voice mail, calendar and database contacts with Microsoft Outlook, and provides each user with a simple, yet powerful Windows interface to all call handling functions.
The Operator Call Manager software delivers the information and control features that enable businesses to cost effectively give callers a “high touch” level of personalized attention. Company operators, executive administrators and departmental receptionists can all use this flexible call administration software to provide optimum service to callers.
The Agent and Supervisor Call Manager enable Automatic Call Distribution (ACD) and brings affordable and easy-to-use call agent applications for workgroups and informal call centers within any organization. Since leading CRM applications vendors including Apropos Technology, Interactive Intelligence, Lightning Rod, Eclipse, Nsoft, Sonant, Rockwell and Cellit support the Shoreline platform, the Shoreline system is ideal for full service CRM environments such as formal call centers.
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