ShoreWare Call Manager Chapter 11: Planning Applications and Services
11.13 ShoreWare Call Manager
The ShoreTel 8 system provides a multilevel ShoreWare Call Manager to address the various
needs of the enterprise user.
•Every user on the system may be provided with the ShoreWare Personal Call
Manager for desktop call control, unified messaging, directory services, and call
•More sophisticated users will appreciate the additional capabilities provided by the
ShoreWare Advanced Call Manager. The added features are especially useful for
those who need information about their calls. At this level, the QuickDialer shows
if the destination is busy and indicates the call handling status of the destination
(standard or nonstandard).
•The ShoreWare Workgroup Agent Call Manager is especially useful to members of
workgroups. This level of the Call Manager provides agents with a shared mailbox,
the ability to view calls in a queue, and the ability to log in and out of the
•The ShoreWare Workgroup Supervisor Call Manager is configured for supervisors
in a workgroup. This level provides the additional capability of viewing and
controlling the status of the agents.
•The ShoreWare Operator Call Manager is the most capable level of the Call
Manager and is configured for use by operators, secretaries, and executive
assistants. This level provides additional user status information that makes for
more effective call routing, including an extension monitor.
For information on Call Manager licenses, see the ShoreTel 8 Administration Guide.
SoftPhone is a licensed feature that is enabled through the User edit page of ShoreWare
Director. Licensed users can launch SoftPhone from within Call Manager, enabling users to
bring their extension to any Windows XP Pro/Vista computer connected to the network
with Internet Explorer 6 or (or IE 7).
SoftPhone communicates with other ShoreTel system components (such as ShoreGear
voice switches, and IP phones) using the MGCP protocol for call control and RTP media
streams using either G.729a or G.711 codecs.
While SoftPhone can be configured for different types of audio endpoints (headset,
speakers, handset), ShoreTel recommends using a USB headset for optimal voice quality.
SoftPhone uses an IP phone port on a ShoreGear switch, so at least one port must be kept
free on the designated ShoreTel switch to use this feature.
The SoftPhone supports:
•Desktop speakers, USB headset, or soundcard headset
•G.711 and G729a codecs
•Quality of Service through TOS/DiffServ
Table 11-3 lists the option settings for SoftPhone.
The SoftPhone requires a full-duplex sound card. For more information on SoftPhone
requirements, see Chapter 12, starting on page 167.