• ShoreTel Sky Features

    THE SHORETEL WAY

    ShoreTel Sky Features

    A comprehensive list of your ShoreTel Sky cloud phone system functionality

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PHONE SYSTEM FEATURES

Everything you expect from an enterprise-class VoIP phone solution



  • Automated Attendant Services

    Auto Attendant
    Allows callers to be transferred to an extension based on their selection from a menu, without help from a live operator or receptionist

    Dial by extension
    Auto-attendant global or menu option that enables callers to reach a user by dialing his or her extension

    Dial by name
    Auto-attendant menu option/Directory that enables a caller to reach a user by dialing the first three letters of the last name or first name

    Music on hold
    Authorized users can choose a song from ShoreTel Sky’s selection, or upload one of your own at no charge, and play that audio across your enterprise for callers on hold

    Legacy extension support
    Callers can use legacy extensions to reach users from the automated attendant, so important calls are never missed through the upgrade process

    Personal automated attendant
    Callers can use legacy extensions to reach users from the automated attendant, so important calls are never missed through the upgrade process

  • Business Intelligence

    Inbound/outbound call detail reports
    Administrators can view and export inbound and outbound call details by originator, destination, rate centers, duration, and cost

  • Call coverage

    Virtual phone number - Conditional call forwarding
    When a line is in use, this feature forwards incoming calls to an alternate internal or external number

    Permanent call forwarding
    All incoming calls to a specified number or extension (called a virtual extension) are permanently forwarded to another destination (e.g., a mobile phone or fax machine)

    Call screening
    Users can treat calls differently depending on the caller ID. For example, specific incoming Caller-IDs can always be forwarded to a cellphone, whereas others can always be sent to voicemail or disconnected

    Direct inbound dial phone number assistant
    Every phone or user is assigned a Direct Inbound Dial (DID) phone number, allowing calls to be routed to the intended recipient without passing through the main number or an auto-attendant (AA)

    Do not disturb
    A user can temporarily prevent incoming calls from ringing their extension, and route them automatically to voicemail or another pre-programmed destination

    Extension assignment
    Every phone or user is assigned an extension, typically the last four digits of that user or phone’s Direct Inward Dial (DID) number. Extensions can be used for internal calling, transferring, or in conjunction with dial-by-extension functionality in the auto-attendant (AA)

    Find me/Follow me
    A user can create lists of numbers that he would like to be ‘found at’ (such as a cell phone) before sending an inbound call to voicemail. Find Me lists are more sophisticated than Call Forwarding; e.g. a user can configure it to first ring his office phone, then after a number of unanswered rings, to ring his cellphone, then his home phone

    On-phone presence monitoring
    Users can view the on or off phone status of other users’ lines by associating line buttons with those lines

    Shared line appearances
    Allows a set of extensions or Direct Inward Dial (DID) numbers to appear on a group of phones in addition to each phone’s primary number

    Time dependent call treatment
    ShoreTel can configure auto-attendant (AA) functionality that enables different call treatment depending on the day of the week or time of day. Once set-up, users can enable or disable this functionality

    Call park
    A user pauses a current conversation, and he or another user, can retrieve the call from any phone using a graphical Park service menu

    Call pickup
    Answer a call ringing on another phone in your office

    Directed call pickup
    Enables a user to pick up incoming calls ringing on a phone from another phone by pressing a soft key and dialing the ringing phone’s extension

    On-screen pickup
    A user can pick up incoming calls ringing on a phone by selecting it from an on-screen list

    Ring (hunt) groups
    Allows calls to a single number to ring on multiple phones simultaneously or in series

  • Calling Features

    900/976 blocking
    Calls to the 976 exchange or 900 area code can be blocked

    Forced conference barge
    Allows a user (the barge initiator) to barge another user’s (the barge target) phone by forcing a conference call into an existing conversation

    Monitoring barge
    Allows an authorized user (the barge initiator) to listen in on an active call of another use (the barge target)

    Call hold beep timer interval
    Administrators can customize the Call Hold beep (‘chirp’) timer interval for individual lines

    Caller ID
    View callers’ phone numbers (if available) on incoming calls

    Caller ID with name
    A service that displays the caller’s name on the calling party’s digital readout. This is similar to Caller ID except that the calling party’s name is displayed along with the calling number or instead of the calling number

    Classes of service
    Allows restriction of outbound calls, either entirely, or by calling areas (local, toll, domestic, international) on a per-user basis

    Hold
    A user may pause the current conversation, and retrieve the call from the same phone

    Intercom groups
    ShoreTel Sky can set up intercom groups that enable a user to communicate hands-free with multiple users via their speakerphones

    Intercom one-to-one
    Two users can communicate hands-free via speakerphone

    International caller name display
    This option allows the internal caller’s name, in addition to his or her extension, to be displayed on the recipient’s phone

    Paging Groups
    Users can page (one-way speakerphone) groups of phones throughout the enterprise, regardless of physical location

    Phone alerts
    Some phone system events, such as missed calls and new voice messages, are brought to a user’s attention by on-screen alerts. These brief messages appear near the top of the phone’s display

    Redial
    A user can call the previous internal or external phone number dialed without re-entering the number

    Remote phone use
    Remote and traveling users can use a ShoreTel Sky phone from any location with a cable/DSL broadband connection, such as a home office

    Speed dial
    A user can program up to 16 internal or external numbers as two-digit speed dials accessed using a feature code

    Transfer-announced
    A user can send a current call to another extension or phone number after conferring with the recipient. This puts on hold the primary call, opens up another call with the party intended to receive the primary call, and allows the user to speak with the recipient before actually connecting the transferred call. This is also called a warm transfer, consultation transfer, and supervised transfer

    Transfer-unannounced
    A user can send a current call on his phone to another extension or phone number without first speaking to the recipient. This transfers a call without notifying or waiting for a response from the person at the destination number. This is also called cold transfer, blind transfer, immediate transfer, and unsupervised transfer

  • Integration with PCs and Other Office Systems

    Business application integration
    The ShoreTel Sky phone system can be configured to integrate with core applications like the CRM, ERP or ATS. Pre-packaged offerings, which enable; click-to-dial, inbound call screen pops, automated call records and simple note entry, are available for many popular systems. Most are available at no extra charge

    Click-to-dial
    Dial your ShoreTel Sky phone by clicking on any phone number in your Internet browser or in Microsoft Outlook

    Client matter codes (billing codes)
    End-users have the ability to optionally press a soft key, and then enter an accounting / billing code to tag inbound calls while the call is in progress

    Door phone entry buzzer integration
    Integrates with an analog door phone to allow a user to have a two-way call with a visitor, and then unlock the door from the user’s ShoreTel Sky phone

    Paging system integration
    The ShoreTel Sky solution integrates with most third-party office paging system

    Personal phonebook
    A dial-able list of personal contacts, configurable by each user from a ShoreTel Sky phone and the ShoreTel Sky Portal

    Personal phone book-import
    A user can import a Personal Phonebook into the ShoreTel Sky portal from a comma-separated values (CSV) file

    Phone assistant
    Software used in conjunction with a ShoreTel Sky phone that allows individuals (such as receptionists, executive assistants, or power users) to monitor–on their computer–multiple lines in an office and handle multiple calls with greater ease

    View/add service requests
    Administrators can view the status of ShoreTel Sky service requests (support tickets) online, and add them online

    ShoreTel Sky portal
    ShoreTel Sky provides individual users as well as phone systems administrators the access they need to configure and manage their system, set preferences and monitor activity through this simple, easy-to-use web interface

  • Conferencing

    Ad hoc conferencing
    A user can set up a conference call with up to five additional parties without conference bridge port reservations

    Conferencing floor control/moderator
    A user can serve as moderator for a conference call, managing invitations, viewing and resetting “hand-raises,” muting individual participants, and more

    On-screen moderator conference controls
    A user can manage conference participants from a conference service menu on the phone

  • Voicemail & Messaging

    General voice mailbox
    An Auto Attendant option that allows callers to leave a message in a general voicemail box that is not associated with a user’s extension. This voicemail box is normally accessible by the receptionist and greets callers with information specific to your company

    Interactive Voice Response (IVR) voice mail access
    Users navigate voice menus to retrieve, deposit, and otherwise handle voicemail messages via IVR. A user can access voicemail from their own phone with one-touch, or remotely from any touchtone phone

    Message envelope information
    Incoming voicemail messages are automatically labeled with date, time, duration, and Caller ID

    Message waiting indicator
    Users are given visual notification of voicemails through on-screen alerts and the handset (such as a red light)

    Multiple voice mailbox access
    A single user can access multiple voice mailboxes through their phone

    On-screen voicemail
    Users can navigate the phone screen to retrieve and otherwise handle voicemail messages

    Reply by calling
    A user can reply to a voicemail message from the voicemail system by calling back the Caller ID, when available

    Voicemail broadcast/distribution to all users
    A user can forward a voicemail to the entire user base

    Voicemail keep on phone control
    Users can choose to keep emailed voicemail messages saved on their ShoreTel Sky phone, or have them deleted once forwarded to an email

    Voicemail messaging
    Messaging integrated with your ShoreTel Sky Phone System

    Voicemail to email group notification of voicemail receipt
    Multiple email addresses can receive notification of voicemail receipt

    Voicemail to email WAV file forwarding
    Sends a notification with the WAV sound file attached to any email address

  • Instant Messaging, File Sharing, Presence, and Video Conferencing

    Instant messaging
    Chat with co-workers, regardless of geographical location. Eliminate multiple, insecure and unmanaged instant messaging applications

    Presence
    Quickly see if colleagues are available to chat or if they’re on the phone. ShoreTel Sky Communicator automatically updates your status for you

    Peer-to-peer video chat
    With ShoreTel Sky Communicator, you can have a face-to-face conversation with a co-worker whether they’re in the same office or on the other side of the world

    Desktop sharing
    Launch a desktop sharing session during an audio or video chat. Share your entire screen or choose which portion of your screen you would like to share

    File transfer
    ShoreTel Sky Communicator makes it easy to send files, even large ones to any user during a chat

  • Phonebooks, Directories, Call Logs

    Company phonebook
    A dial-able list of company extensions configurable by a client administrator or ShoreTel and accessible from the phone and the ShoreTel Sky Portal

    Employee directory
    A dial-able list of users and extensions of your enterprise’s ShoreTel sky Phone System accessed from the phone and the ShoreTel Sky Portal

    On phone call logs
    Display the date and time of missed, received, and placed calls for a particular user

  • Telecom Administration & Portability

    311
    A 3 digit number reserved for local/city non-emergency services in many communities

    Directory Assistance Listing
    ShoreTel Sky ensures that your company’s directory assistance listing (411) is accurate. Your main listing is included with your service; supplemental directory assistance listings may incur an additional charge

    800 numbers / toll free numbers
    Toll free numbers let customers call you free of charge to them to make sure you always can be reached. Vanity toll free numbers let you brand your phone number

    Enhanced 911 service
    ShoreTel Sky sends location information to your geographically local Public Safety Answering Point (PSAP) when a 911 call is made from an on-network ShoreTel Sky phone

    Alternate Outbound Dial Digit
    An additional digit is allowed to make an outbound call due to requirements form the customer to send certain digits (e.g. to send blocked call ID).

    Authorization codes
    Require a code to make certain kinds of calls. Used to prevent unauthorized international or regional billed calls

    Customer logos
    Customers can upload a logo (or multiple logos) to appear on supported

    Fraud monitoring
    ShoreTel routinely monitors unusual international activity for potential abuse

    Hardware reassignment
    Users can log in and out of phones, allowing for time-sharing of phones or moving one’s presence from one phone (e.g. home phone) to another phone (e.g.office phone) and back

    Line management
    An administrator can create new users and change names

    Nationwide telephone number availability
    ShoreTel works with our partner carriers to secure telephone numbers across the United States

    Outbound caller ID
    Outbound caller ID can be configured by ShoreTel to announce individual Direct Inward Dial (DID) numbers or the company’s main number, or it can be blocked entirely

    Outbound caller ID blocking
    ShoreTel can restrict, by location, your company’s outbound caller ID information from being announced

    Password administration
    An administrator can manage phone and voicemail passwords online

    Privacy settings
    ShoreTel Sky can configure whether customer phone line can be accessed by Pick Up, Barge, and other features that increase group functionality but reduce privacy




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