SOLUTION BRIEF

The demand for more efficient and productive communications has triggered major advances in unified communications (UC), driving the integration of what were once separate silos – information technology, communications, and application software.

The ShoreTel UC system already offers this level of integration with ShoreTel Communicator, but organizations that have already deployed Microsoft Lync Server 2010 with Microsoft Lync 2010 on end-user desktops may prefer to standardize on that application, rather than force end users to switch.

ShoreTel recognizes that every organization has a different approach and a unique roadmap for UC. As a result, no one size fits all, so ShoreTel offers several integration options for customers using both ShoreTel and Microsoft products in their UC deployment. This enables end users to continue using Microsoft Lync 2010, while taking advantage of the rich functionality in the ShoreTel UC system.

Telephony presence: avoid endless phone tag

Anyone who has ever played phone, IM or email tag trying to finish up important tasks, knows how much more productive and efficient it could be if they received an alert when the person they were trying to reach became available. By

integrating ShoreTel’s true telephony presence capabilities into Microsoft Lync Server 2010, the ShoreTel CSTA Server delivers this information in real time. Users can simply “pin” a contact and receive an instant notification when that user’s presence status changes from “in a call” to available. Tasks can then be accomplished in a timely and efficient manner.

ShoreTel Integration with Microsoft Unified Communications

BenefiTs

• Furthers a successful UC strategy with simplified integration

• Enables organizations to leverage existing investments and reduce training requirements

• Improves productivity with telephony presence and alerts

• Provides flexibility so users can use their preferred methods to connect

Beyond the Lync 2010 client interface, the ShoreTel CSTA Server delivers telephony presence across Microsoft Offi ce 2010 applications, including Microsoft Outlook, Word, Excel, Sharepoint, and Powerpoint. Users simply check the presence icon next to the name of the person they want to reach, right click, and select to fl ag this contact for presence information – it’s that simple!

Personalize the UC experience

Human communication is very personal: some people are very visual, while others are more auditory. ShoreTel understands that everyone has a preferred way of connecting with others, and recognizes that people within the same organization use communication tools differently. Some naturally tend to be more phone centric,

while others are more computer oriented. For this reason, a successful integration depends on consistency between the phone display and keys, and the computer interface. Any action available in the Microsoft Lync 2010 client should be available on the phone, so users can freely move between interfaces.

Some phone-centric users may prefer to ignore the desktop interface all together, and can depend on the system to automatically update telephony presence.

Dial from the interface you “live” in

For application-centric users, ShoreTel CSTA Server not only provides the application with telephony presence, but other important telephony features. With this level of integration, called Remote Call Control (RCC), users can place calls from Microsoft Lync, Microsoft Outlook and Microsoft Sharepoint, and receive missed call notifi cations, view call detail records in Microsoft Outlook, and reach out to contacts by IM, email or phone in just one click. Microsoft Offi ce applications recognize phone numbers and contact names using Microsoft smart tags, and offer the option to dial directly from within the current application.

Figure 1: Receive instant notifi cation of availability status

Figure 2: Example of a phone put on hold with the desktop application showing the same action.

Figure 3: Missed call notifi cation in Microsoft Outlook with contact details for call back

Figure 4: Call detail records archived in Outlook

Figure 5: Click-to-dial from within Sharepoint

Figure 6: Smart Tag technology enabling presence and click-to-dial within Microsoft Word

Use Microsoft exchange for Unified Messaging

ShoreTel provides a comprehensive, simple, and robust unified messaging solution that satisfies a full range of customers’ messaging needs. For customers who prefer to use the unified messaging capabilities in Microsoft Exchange 2010 instead, ShoreTel also offers a direct SIP integration option that eliminates the need for a third-party gateway.

enjoy “a la carte” integration

Telephony features in Microsoft Lync 2010, enabled by ShoreTel CSTA server, bring many benefits to application-centric users by delivering telephony features to their existing Microsoft desktop. However, many other users need access to advanced telephony features. For instance, an executive assistant picking up and transferring the boss’ calls as a single drag and drop task; a workgroup agent monitoring the number of queued calls and wait times; and the supervisor whispering into an agent’s conversation or reassigning agents to handle a specific workgroup experiencing an unexpected load. These types of functions are solely available in ShoreTel Communicator, and have been ergonomically designed and optimized to serve telephony-centric users.

share presence and iM among all users

The ShoreTel UC system leverages the Microsoft Lync Server 2010 to drive IM and deliver IM presence to the ShoreTel Communicator client. As a result users can see each other’s presence and exchange instant messages whether they are running Microsoft Lync 2010 or ShoreTel Communicator on their PC. ShoreTel enables the IT administrator to deploy the best client to match the user’s needs, and take advantage of both systems without compromising end user satisfaction. This innovative approach perfectly complements the Microsoft solution by truly breaking down communication silos, and enriching its functionalities.

WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com and shoretelsky.com

+1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax for ShoreTel

+1 (646) 230-5000 Tel. +1 (646) 230-5001 Fax for ShoreTel Sky

EMEA +800 408 33133 Freephone +44 (1628) 826300 Tel.

ASIA PACIFIC +61 (0)2 9959 8000 Tel.

Copyright © 2012 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. Part #850-1255-01/08.12

About ShoreTel

ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com

system engineering requirements

- ShoreTel release 10 or higher

- ShoreTel CSTA installed (refer to the ShoreTel CSTA documentation for specific system engineering)

- Microsoft Lync Server 2010 or Microsoft Office Communication Server (OCS) 2007 Release 2

- One Microsoft OCS Enterprise client access license (CAL) per RCC user for OCS, or one Microsoft Lync 2010 Server Plus CAL per RCC user for Lync 2010.

- One ShoreTel CSTA client license per Microsoft RCC-enabled user

CSTA controlsavailability in

MicrosoftUC Versions

LCS 2005OCS 2007

& R2Lync 2010

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• • •

• •

• • •

Make call

Receive call(1)

Caller ID

Call waiting(2)

Call hold(3)

Call retrieve

Alternate call

Single step transfer

Consultative transfer

Conference(4)(7)

DTMF digits generation(5)

Call forward/call redirect

Call forward based on location(7)

Do not disturb(6)(7)

Missed call notification

Reply with IM

Escalation from voice to video(8)

Join audio leg of conference(9)

(1) The RCC-enabled user can make and receive calls using Lync to control their ShoreTel IP phone but cannot place anything but PC-to-PC voice calls through the Lync softphone. When he RCC-enabled user accepts the call through Lync, the ShoreTel IP phone will go off-hook and the speakerphone will be activated.

(2) The RCC enabled user gets a toast saying a new call is coming

(3) The RCC enabled user can handle multiple calls at a time. Every call is represented by a separate communication window. The user can place any communication on hold during the conversation period.

(4) Microsoft removed this control as part of the OCS 2007 release.

(5) Lync has option to send the DTMF digit over trunk calls using an on-screen keypad.

(6) The ShoreTel IP phone may be set to Do Not Disturb mode from Lync or automatically when the end user goes into full screen mode with any application – However, setting the phone in DND mode will not be reflected in Lync as Microsoft do not support the Get DND status CSTA message

(7) Not available since LCS 2005; these particular CSTA controls were removed by Microsoft starting with OCS 2007.

(8) Note that after installing the Microsoft February 2012 cumulative update for Lync 2010, Lync users can at least make PC-to-PC video calls

Figure 9 (above) and 10 (below): Example of Microsoft Lync 2010 and ShoreTel Communicator exchanging IM and aware of each

presence—both telephony and IM presence.

and join Lync video conferences; these features had been disabled along with disabling escalation from voice to video calls in the initial release of Lync 2010.

(9) Requires Lync user to be configured for RCC.