ShoreTel Introduction

ShoreTel IP Phone Sysetm

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1 ShoreTel Distributed IP Voice Architecture ........ 3

1.1

1.2 1.3

Distributed Call Control ................................................................................................. 3 Distributed Applications Platform ................................................................................. 3 Single System Management .......................................................................................... 4

2 System Reliability ............................................... 5

2.1 2.2 2.3 2.4 2.5 2.6

Distributed Switch Control ............................................................................................ 5 Embedded IP Phone Display ......................................................................................... 5 IP Phone Keep Alive ...................................................................................................... 6 IP Phone Failover........................................................................................................... 6 Public Switched Telephone Network (PSTN) Failover ................................................... 6 Distributed CDR ............................................................................................................. 7

3 Integrated Applications ...................................... 8

3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13

Account Codes............................................................................................................... 8 Voice Mail...................................................................................................................... 8 Automated Attendant ................................................................................................... 9 Hunt Groups ................................................................................................................ 10 Workgroups ................................................................................................................. 10 Pickup Groups ............................................................................................................. 11 Queue Monitor............................................................................................................ 11 Agent Monitor ............................................................................................................. 11 Directory Viewer ......................................................................................................... 11 History Viewer ............................................................................................................. 12 Call Detail Record (CDR) .............................................................................................. 12 Desktop Call Control Service ....................................................................................... 12 Unified Messaging Service .......................................................................................... 13

4 Optional Applications ....................................... 14 5 Desktop Applications ....................................... 15

5.1 5.2

Web Access ................................................................................................................. 15 Office Anywhere.......................................................................................................... 15

6 Voice Switches ................................................. 16

6.1 6.2

ShoreGear 220E1......................................................................................................... 17 ShoreGear 90V ............................................................................................................ 18

7. ShoreTel IP Phones and Devices ...................... 20

7.1 7.2

ShorePhone-IP115....................................................................................................... 21 ShorePhone-IP230....................................................................................................... 22

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1 ShoreTel Distributed IP Voice Architecture

The ShoreTel system is a completely distributed voice communication solution with no single point of failure, which is layered on top of your IP network. At the heart of the system is the standards-based Distributed IP Voice Architecture, which uniquely distributes call control intelligence to voice switches connected anywhere on the IP network. In addition, the Distributed IP Voice Architecture distributes voice

applications, including voice mail systems and automated attendants, to servers across locations, rather than centralizing applications at the network core.

The resulting solution provides a single image system for all locations and all voice applications. Multiple PBXs, voice mail systems, automated attendants, or ACD systems— each with their own dedicated management interface—are phone systems of the past. The ShoreTel system is distributed, the voice applications are bundled, and the management interface is integrated

1.1 Distributed Call Control

The heart of the ShoreTel system is the distributed call control software, which runs on the ShoreGear voice switches on top of VxWorksTM, a real-time operating system. Each call control element manages the call setup and call teardown, including features such as transfer, conference, forward, call permissions, and call routing. The voice switches communicate on a peer-to-peer basis, eliminating any single point of failure. For instance, if one ShoreGear voice switch goes offline, all other ShoreGear voice switches continue operating. When the voice switch comes back online, it rejoins the voice network with no impact on system operation. There is no server involved with the basic telephony, so the system delivers levels of availability unmatched by even legacy vendors.

1.2 Distributed Applications Platform

The distributed applications platform of the ShoreTel system enables application servers to be distributed across the enterprise yet still behave as a single, cohesive system. This allows you to optimize network performance by locating applications such as voice mail close to users to reduce WAN bandwidth utilization. In addition, by hosting applications, services, and APIs on multiple platforms, the distributed applications platform enables the system to scale as necessary.

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A software component called the ShoreWare Telephony Management Service (TMS) runs on the ShoreWare servers and observes all call setup and call teardown activity on the entire voice network. The ShoreWare TMS software then exposes a Telephony Application Programming Interface (TAPI), for call control, and a TAPI Wave

interface for media play and record. These open APIs allow value-added applications to be added to the ShoreTel system to provide voice services.

Even though there are multiple application servers, the ShoreTel system is still managed and behaves as a single image system with complete feature transparency between sites.

1.3 Single System Management

The ShoreTel system provides a single system management solution called

ShoreWare Director. This browser-based network management tool provides a single management interface for all voice services and applications across all locations. Even though there are multiple servers and switches to support the services and applications, the ShoreTel system provides a single image system across your entire network.

Integrated management enables a change to propagate dynamically across the system each time a modification is made on the ShoreTel system. When you add a new user on the ShoreTel system, the user automatically gets a dialing plan, voice mail, an extension, a mailbox, an Auto-Attendant profile, and an e-mail message to download the desktop software. In addition, the user can be added to an Automated Call Distributor (ACD) group, if needed. You add new users and place them in ACD groups from a single management screen.

The ShoreTel system provides automated software distribution for all components on the system. When you add a new ShoreGear voice switch to the system, it is automatically upgraded to the current software release by the ShoreWare server. When you add a new user on the system, the user receives an e-mail message

containing a URL from which desktop call control and unified messaging applications can be download and installed.

For software upgrades, you simply install the new software on the ShoreWare server, and all the ShoreGear voice switches, across all locations, are automatically upgraded to the new release. In addition, users are notified of the new software release and are automatically prompted to upgrade their software, if an upgrade is mandatory. The ShoreTel management software also provides a complete suite of maintenance tools that enable you to monitor and change the status of components on the system. The system can be configured with event filters that automatically generate an e-mail message if an error occurs on the system.

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2 System Reliability

The ShoreTel system provides a number of features and options that ensure system reliability, including:

• Distributed Switch Control • Embedded IP Phone Display • IP Phone Keep Alive • IP Phone Failover

• Public Switched Telephone Network (PSTN) Failover • Distributed CDR

2.1 Distributed Switch Control

The ShoreWare Telephony Management Service (TMS) runs on every ShoreWare distributed server, ensuring switch control even if there a WAN outage between the remote server and the headquarters site. Since multiple servers share the task of switch management, if a server fails, only the extensions it controls may be affected by a disruption in service.

2.2 Embedded IP Phone Display

The Embedded IP Phone Display feature essentially shifts support of several tasks related to IP phone operation from the server to the switch. This enhances system

reliability and offers better uptime. The following features are supported on the switch and thus will continue to be available even when the server is down:

• Phone display • Transferring a call • Conference calls • Placing calls on hold • On-hook dialing • Intercom • Redial • Pickup • Park • Unpark

The following features that require writing to the database will continue to be supported by the server and not the switch:

• Directory • Options

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• • • • • Speed dial (due to its reliance on the database) Ability to change call handling modes Workgroup Agent Wrap up

Monitoring extensions on other switches

Presence information for user serviced by other switches

2.3 IP Phone Keep Alive

ShoreGear 1U Half-Width and 1U Full Width voice switches send a heartbeat to their associated IP phones once a minute. If the heartbeat is not acknowledged within approximately four seconds, the switch considers the IP phone to be offline or unavailable.

The switch continues to broadcast the heartbeat every minute. Any currently offline IP phone that returns an acknowledgement is considered online and available.

2.4 IP Phone Failover

IP phones can be optionally configured to send a heartbeat to their ShoreGear switch every four minutes. If an IP phone cannot communicate with its switch, the phone automatically connects to another switch located at the same site. For IP phone

failover to be effective, the system must be planned with sufficient excess capacity to handle phones from at least one switch during a failover event. For example, if a switch with 20 IP phone ports fails, 20 IP phone ports need to be available elsewhere at the same site.

The feature allows an administrator to configure the system so there can be failover of phones from one switch to another in the case of a switch failure. The feature is not intended to provide failover for network outages (i.e. or lost connectivity between the headquarters server and a remote site). Some network outage scenarios may be handled by the ShoreTel failover solution.

Failover will occur on a phone by phone basis and will be driven by receiving RSIP from the phone. IPCS will not move phones other than the one sending RSIP. Each phone must initiate its own failover.

2.5 Public Switched Telephone Network (PSTN) Failover

User extensions can be optionally configured to route extension-to-extension calls to the public switched telephone network (PSTN) in the event that an IP connection is unavailable. Extension-to-extension calls are those a user makes to another site within a multi-site system. The IP connection may be unavailable due to lack of bandwidth or connectivity. The PSTN failover option must be explicitly enabled for each user

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and bypasses the caller’s call permissions.

For systems using the Distributed Routing Service (DRS), PSTN failover for

outbound calls will not function when the local switches lose connectivity to a DRS server. When a site does not have connectivity to DRS, users at other sites with DRS connectivity will be able to reach the users at that site using PSTN failover (as long as the destination site has trunks to accept the PSTN calls). This limitation has the biggest impact for small offices that do not have a local ShoreWare server.

2.6 Distributed CDR

In the event of a WAN outage, Call Detail Record (CDR) data is stored for up to two hours on the distributed server. When WAN connectivity is restored, the stored data is forwarded to the Headquarters Server’s database. After two hours, the distributed server deletes the data and logs an error to the local server’s NT event log.

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3 Integrated Applications

The ShoreTel system includes a suite of applications that are integrated with the system. These applications (which are discussed in the following sections) include:

• Account Codes • Voice Mail

• Automated Attendant • Hunt Groups • Workgroups • Pickup Groups • Queue Monitor • Agent Monitor • Directory Viewer • History Viewer

• Call Detail Recording

• Desktop Call Control Service • Unified Messaging Service

3.1 Account Codes

An Account Codes Collection Service (ACC) allows assignment of account codes or activity codes to outbound calls. The system supports account codes that can vary in length and format. Account code collection is enabled on a per-user group basis with the collection of account codes set to one of three states: disabled, optional, or forced. Call Detail Reports include details of the account codes associated with outbound calling. The Account Codes Service is associated with a configurable extension and has a dedicated user group that defines ultimate call permissions and trunk group access. In addition, wildcard characters can be used in place of any DTMF digit in the account code. The use of wildcards introduces less strict validation of the account code entered by the user. Rather than checking each individual code, with the introduction of wildcards, a length check is performed. The wildcard allows the system to support far more than the previous limit of 50,000 codes.

3.2 Voice Mail

The integrated voice mail application provides automated call answering, voice mail recording, and message playback. Since voice mail is simply a software application, there are no “port” or “storage” limitations as in traditional voice mail systems. To

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reduce WAN bandwidth utilization, the voice mail application can be distributed across the IP network. Each mailbox supports five call handling modes (including Standard, In a Meeting, Out of the Office, Extended Absence, and Custom), each with its own greeting. Each mailbox also provides message notification to an extension, external number (cell phone), or pager.

Find Me forwarding and Auto Find Me forwarding allow calls to be forwarded from the voice mail greeting to up to two numbers. If the call is not accepted at either of the Find Me destinations, the call is returned to voice mail.

The Auto-delete by Number of Days feature allows a system administrator to set a maximum time limit, (ranging from a month to several years) for the storage of voice mail messages. The tool can be used to encourage users to better manage their voice mailboxes. When the feature is enabled and a user has old messages that are approaching the expiration time limit, the user will receive warning messages indicating that those voice mail messages will be deleted.

The Mailbox Full Notifications feature lets users know when their mailbox has

approached the maximum capacity. The system sends users a notice informing them that their mailbox is almost full and that there is only enough room for 10 additional messages. Each time users log into voice mail, they will receive the notification telling them how much space remains. In this way, mailbox owners are given adequate notice that they must clean up their mailboxes and they are not caught off-guard by an unexpected (and unwanted) “mailbox full” notification.

Escalation Notification is a traditional voice mail feature that allows support groups to offer round-the-clock service to their customers. Thus, if a customer calls into the ShoreTel voice mail system to leave a message requesting urgent service, the system will send out a page, phone call, or email to an employee in the support department. If this first employee were to ignore the notification for a specified period of time,

another employee in the escalation profile would be contacted until someone listens to the customer's voice mail and handles the problem.

3.3 Automated Attendant

The integrated automated attendant application provides automated call answering and call redirection, including dialing by name and dialing by number. As with voice mail, there are no “port” limitations such as exist in traditional systems. The

automated attendant application is distributed across all the application servers when multiple servers are provisioned. All menus are available locally at every server. Calls directed to the automated attendant at a site with a server are handled by the local server.

Each automated attendant (AA) menu supports up to four different modes (On-Hours, Off- Hours, Holiday, and Custom) that can be automatically driven by schedules. In addition, users can record AA menu prompts from their own telephone, instead of having to go through ShoreWare Director. This ability frees the system administrator from having to be involved with the task of recording AA menus, allowing him or her to delegate the task to more appropriate team members.

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Users can record a different AA menu prompt for each call-handling mode (On-Hours, Off- Hours, Holiday, and Custom). This feature can be enabled or disabled on a per-menu basis. Each AA menu will have its own password and a unique, dialable number. A separate “Menu Mailbox” is created for each AA menu, allowing users to dial into the system to change the menu prompts in the same way that they would change their personal mailbox greeting.

3.4 Hunt Groups

Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed via an extension, DID, and/or DNIS mappings. Hunt groups are supported by ShoreGear switches and remain available when connectivity to the Headquarters server is lost. The hunt group can be used as the backup destination for a workgroup, so that some basic hunting can be done even when the workgroup server is not reachable. To maximize reliability, assign hunt groups to a switch close to the

majority of the members and/or trunks associated with the hunt group. A maximum of 8 hunt groups can be assigned to a single switch. A total of 16 user numbers can be assigned to hunt groups on a single switch.

3.5 Workgroups

The ShoreTel system provides the contact center with flexibility for distributing callers to available agents, as well as options for managing calls when agents are not available. Inbound calls are directed to a workgroup application on the headquarters server that distributes calls to agents in one of four administrator-configured patterns (Top Down, Round Robin, Longest Idle, or Simultaneous Ring). When no agents are available, calls can be directed to a queue where they are held until an agent becomes available.

Workgroup overflow and interflow capabilities can be configured to reduce the wait time for callers who are dialing into an ACD, thus ensuring faster service and greater customer satisfaction. (“Overflow” refers to transferring a call from one workgroup queue to another once a wait-time threshold has been exceeded, and “interflow” refers to transferring a call to another dialable number (e.g. an extension, menu, or an external number) once a wait-time threshold has been exceeded.

Alternatively, if calls are unanswered, they can be directed to a workgroup mailbox accessible by all agents. Agents may belong to multiple workgroups, and an agent’s login status applies to all the workgroups of which that agent is a member.

Distribution of the inbound calls is managed based on agent status. When agents are ready for calls, they log in and begin to receive calls. When they complete their day, they log out, and calls are no longer delivered. In addition, the workgroup can

optionally be configured so that all agents enter a “wrap-up” mode after every call. In this mode, agents remain logged in but do not receive new calls until the configured wrap-up time passes. This enables agents to complete any required updates to the

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customer records between calls.

When an agent is a member of multiple workgroups, and calls are available from different workgroups, the agent receives the longest waiting caller regardless of workgroup. Each workgroup and each queue supports four different modes

(On-Hours, Off-Hours, Holiday, and Custom) that can be automatically driven by schedules.

3.6 Pickup Groups

Pickup Groups are a traditional PBX and key system feature used in group

environments to allow users in a pickup group to answer any ringing phone in that group. The feature works best in places where a several people work together on a daily basis, such as design firms. If a group member is away from her desk and across the room while her phone rings, she can quickly answer the call from another IP

phone by pressing the relevant soft key or programmable button, or by using a simple (feature code) star command from an analog phone.

Pickup groups can include the following types of extensions:

• User extensions

• Workgroup extensions

• Bridged Call Appearance (BCA) extensions • Office Anywhere extensions

3.7 Queue Monitor

The ShoreWare Queue Monitor is embedded in the Agent and Supervisor Call Manager client software. The Queue Monitor allows agents and supervisors to monitor business critical queue statistics and information in real time.

For agents belonging to multiple workgroups, the Queue Monitor displays queue information for all workgroups of which the agent is a member.

3.8 Agent Monitor

The ShoreWare Agent Monitor provides workgroup supervisors with a real-time view on call center activity. The Agent Monitor shows status information for agents in all the workgroups of which the supervisor is a member, including the agent’s login state (logged in, logged out, in wrap-up mode), current call activity, and current call duration.

3.9 Directory Viewer

Directory Viewer is a convenient phone book of system and personal contacts for anyone who does not use Microsoft Outlook. Users can view contacts, change contact

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information, and initiate calls from the viewer.

3.10 History Viewer

Available through Call Manager, the History Viewer displays a detailed log of both incoming and outgoing calls. Users can search the history for phone numbers of past callers. For each call, the History Viewer displays the source or destination number, the start time, and duration.

3.11 Call Detail Record (CDR)

The ShoreTel system tracks all call activity on the system, across all locations, and generates call detail records into a single database on the main ShoreWare server. The system comes bundled with the reports that use information from the database, including User Activity, Trunk Activity, Workgroup Agent Activity, Workgroup Queue Activity, Workgroup Service Level Summary, Account Code Activity, and WAN Activity.

Web-based CDR reports offer the primary method of accessing and viewing CDR data in the MySQL database. Reports can be run from ShoreWare Director, and after the reports have been generated, they can be printed, exported, and navigated interactively. In addition, by purchasing the proper keyed license, users can run a web-based CDR report remotely from clients other than the headquarters machine. The system also stores call information in a text file that can be used by third-party call accounting packages. And for the benefit of legacy call accounting systems that cannot read from a database or from a text file, the ShoreTel system supports the ability to send CDR data out a serial port on the main ShoreWare server. If the serial port should become unavailable, the CDR data will be queued in a buffer for 300 seconds to help prevent the loss of data.

To make it easier for the ShoreTel system to integrate with various third-party SNMP monitoring tools, the ShoreTel system formats CDR media stream statistics and stores the data in a log file on the system. This helps users acquire a more accurate picture of the traffic patterns in their network, and the information can be useful in performing load analysis, identifying peak traffic times, and assisting the customer in setting up competitive pricing strategies.

3.12 Desktop Call Control Service

The Desktop Call Control service application provides call status and call control to every user on the system. This is provided through a Remote TAPI Service Provider (RTSP) that is on every desktop using ShoreTel’s Call Manager applications and other desktop TAPI applications.

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3.13 Unified Messaging Service

Unified Messaging, ShoreTel’s Outlook integration feature, provides an interface to the messaging applications on the desktop computers. This feature provides access to voice mail from Microsoft Outlook for each user, enabling users to manage their voice mail messages in the same way that they currently manage their e-mail messages.

In addition, Unified Messaging enables access to the system directory and each user’s personal options. Unified Messaging also allows users to take advantage of the calendar based call handling feature, which lets employees customize how calls are routed when they are not available.

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4 Optional Applications

To augment the ShoreTel solution, ShoreTel offers conference bridge and contact center applications as system options.

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5 Desktop Applications

ShoreTel provides a suite of integrated desktop productivity applications targeted at the needs of different users. The ShoreTel Call Manager applications offer varying levels of functionality suited to different role requirements.

5.1 Web Access

Users can have remote access to their call handling options via a browser-based interface.

5.2 Office Anywhere

Office Anywhere allows users to maintain an on-system extension presence at an external PSTN number. A mapping is created between a user's office phone extension and his cell phone or PSTN phone number (at his home office), making it appear as though his PSTN phone is part of the ShoreTel system. The feature allows the user to manage the call via Call Manager, so while the conversation occurs over the cell phone or home phone, the call appears via Call Manager and can be acted upon using many of the features available via Call Manager.

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6 Voice Switches

The ShoreGear voice switches provide the physical connectivity to voice endpoints and provide a highly reliable, highly scalable platform for the ShoreWare distributed call control software. The call control software runs on top of VxWorks, a real-time embedded operating system designed specifically for mission-critical applications. The voice switches have FLASH memory that allows permanent storage of the call control software and configuration information. Except for a highly reliable fan, the voice switches have no moving parts (for example, no hard drive). Internal sensors automatically monitor the fan as well as the temperature, and if any failure occurs the system can automatically notify the system administrator, through e-mail if desired. The voice switches include the necessary Digital Signal Processor (DSP) technology to enable toll-quality voice, with features such as echo cancellation, voice compression, and silence suppression.

Each ShoreGear voice switch connects to the IP network using a 10/100M Ethernet interface. If more sites or ports are required, you simply connect additional ShoreGear voice switches to your IP network. The system is inherently scalable, unlike legacy PBX systems that have hardware growth limitations with line cards, shelves, cabinets, and systems. ShoreGear voice switches reboot in less than 60 seconds, providing fast fault recovery.

ShoreGear voice switches feature a backup operator in case the site operator is unreachable due to network outages.

As key building blocks of the ShoreTel® Unified Communications System, ShoreTel ShoreGear® Voice Switches deliver unified communications to organizations of every size - from large enterprises to small and medium businesses.

ShoreGear voice switches unify communications across multiple enterprise locations, providing n+1 form of redundancy for very high system availability. ShoreGear voice switches manage ShorePhone IP phones and analog lines, as well as PSTN and ITSP trunks.

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6.1 ShoreGear 220E1

The ShoreGear-220E1 is a 1U half-width voice switch that up to 220 IP phones, or up to 70 IP Phones and an E1 at the same time. The ShoreGear-220E1 communicates with IP phones, soft phones and other IP endpoints using the Media Gateway Control Protocol (MGCP). Features

• • • • • •

2 RJ-45 local area network (LAN) connectors

1 RJ-45 E1 port for connecting the switch to a telephone company 1 RJ-45 E1 monitor port for connecting test equipment 1 DB-9, RS-232C maintenance port for serial communications 1 3.5 mm stereo input for connecting a music-on-hold source

1 3.5 mm stereo output for connecting to a overhead paging system or night bell

1.69 x 8.39 x 14.28 inches (43 x 213 x 378 mm) 5.3 lb (2.4 kg)

100-240 VAC, 50-60 Hz 1A max

0-90% relative humidity (non-condensing) 0-50° C

Specifications Dimensions Weight

Input voltage

Power consumption Humidity

Operating temperature

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6.2 ShoreGear 90V

The ShoreGear-90V is a 1U half-width voice switch that supports up to 90 IP phones, 90 voicemail mailboxes, and up to a maximum of 12 analog ports - 8 loop start trunk and 4 analog extension ports. This switch supports integrated voicemail capability with 56 hours of voicemail storage.

The ShoreGear-90V communicates with IP phones, soft phones and other IP

endpoints using the Media Gateway Control Protocol (MGCP). The ShoreGear-90V interfaces to standard analog trunks using loop start or wink start signaling as well as to standard analog telephones including CLASS feature phones with Caller ID Name and Number and Message Waiting. Features

• • •

90 voicemail mailboxes with a total of 56 hours of voicemail storage 2 RJ-45 local area network (LAN) connectors

1 RJ-21X port for punchdown block, patch panel, or 12-port harmonica connector

o o

8 loop start trunks (FXO) 4 telephone ports (FXS)

• • •

1 DB-9, RS-232C maintenance port for serial communications 1 3.5 mm stereo input for connecting a music-on-hold source

1 3.5 mm stereo output for connecting to a overhead paging system or night bell

1.69 x 8.39 x 14.28 inches (43 x 213 x 378 mm) 5.3 lb (2.4 kg)

100-240 VAC, 50-60 Hz 1A max

0-90% relative humidity (non-condensing)

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Specifications Dimensions Weight

Input voltage

Power consumption Humidity

Operating temperature 0-50° C

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7. ShoreTel IP Phones and Devices

Both analog and IP telephones are available from ShoreTel. With ShoreTel IP phones, you create an end-to-end IP network, or a single-wire-to-the-desktop solution. The ShoreTel IP phone’s intuitive user interface gives the user a high comfort level when performing phone operations.

ShoreTel offers a wide range of IP phones with the right solution for every user: from executive to remote office worker, and operator to call center supervisor. ShoreTel ShorePhone™ IP telephones offer all the advanced features and quality that users demand, and are preconfigured to match the ShoreTel UC system for quick and easy installation.

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7.1 ShorePhone-IP115

The ShorePhone-IP115 phone is a cost-effective phone that is based on the IP110 model, but with the addition of an external microphone to support speakerphone functionality.

Key features include:

• External microphone to support speakerphone • Single-line display for caller information

• Six function keys (Conference, Hold, Intercom, Redial, Transfer, Voice Mail) • Ethernet Switch port for connecting a PC to the back of the phone

• Support for basic media encryption for calls inside a ShoreTel network • Ability to load custom ring tones in .wav file format

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7.2 ShorePhone-IP230

The ShoreTel IP230 Phone is a full-featured yet inexpensive IP phone that is similar to the ShoreTel IP210 phone, but with the added functionality of programmable buttons.

Key features include:

• The IP230 has 3 custom buttons that can be programmed for extension

monitoring, speed dial, and other functions. Note that the top-most button is

reserved for line appearance. (Each “button” is an LED-enabled hard key and has an associated 6 character label on the LCD.)

• Eight function keys (Voice Mail, Transfer, Options, Conference, Directory,

Intercom, Redial, Hold)

• InstaDial™ functionality in which calls are automatically transferred after digit

collection stops and a configurable timeout period has expired • Monochrome black and white display

• Automatic Off-Hook Preference that lets users select which audio path

(speakerphone or headset) is auto-activated when calls are sent or received • Ethernet Switch port for connecting a PC to the back of the phone • Support for basic media encryption for calls inside a ShoreTel network

• Support for two-line caller ID display feature, which displays the caller name and

number on two separate lines for in-coming calls and outbound calls • Ability to load custom ring tones in .wav file format

• Built-in handset lifting functionality to support certain Plantronics wireless

headset models

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