ShoreTel Architecture

ShoreTel Unified Messaging

ShoreTel’s Unified Messaging is a comprehensive, simple, and robust solution that satisfies a full range of customer messaging needs, including access to voicemail, fax, and e-mail by a choice of popular methods. It can scale from ten to thousands of mailboxes quickly and easily when needed, without port and disk limitations. And because the system is easy to install and administer in a dynamic workforce environment, organizations can quickly achieve a low TCO. Although ShoreTel’s Unified Messaging is a native, fully integrated component of the ShoreTel UC system, it can also be seamlessly integrated with other PBXs and voicemail systems.

Communicate Quickly and Easily, With Anyone


ShoreWare® voicemail service requires no additional hardware, consumes no ports, and storage is limited only by the size of the server hard disk. At enterprise locations, voicemail servers can be distributed to provide survivable voicemail and save WAN bandwidth.

Unified Messaging

The ShoreTel UC system provides integrated messaging from any of the following popular interfaces.


“Any-Telephone” access is available with ShoreTel’s embedded telephone user interface (TUI), which can be used to access voice messages stored on ShoreTel’s application server and to interface with ShoreTel’s embedded auto-attendant.


“Visual” access is available through either ShoreTel’s ShoreWare Call Manager for the PC or ShoreWare Mobile Call Manager for mobile devices. Both provide a simple visual display, access to voicemails stored on ShoreTel’s application server, and access to the corporate and Outlook personal directories.

Find Me

The Find Me capability helps callers connect with users even when they are not at their regular extension. Users can easily direct calls to ring first at their extension, then at any two other phones they assign.

Call Handling Modes

With a simple click, users can manage incoming calls when they are in a meeting, working from home or out of town. Users can also customize greetings, forward calls, specify voicemail pick up, and receive message alerts.

Automated Attendant

Auto-Attendant service provides 24-hour automated call answering and routing. Outgoing prompts can be easily customized and linked to the day or time of day. Individual departments can use their own unique greetings and options. The Auto-Attendant service requires no physical ports and can be distributed at enterprise locations to save valuable WAN bandwidth.

ShoreWare Director

ShoreWare® Director is a Web-based network management tool that provides a single management interface for all voice applications, across all locations. This best-in-class management interface unifies all systems and tasks, instead of using separate management systems and administrators for multiple PBX, voicemail and automated attendant systems. Extremely easy to learn and use, the system helps improve administrator productivity, lower ownership costs and reduce IT resources.

Plug and Play Deployment, Easily Scalable

ShoreWare Director recognizes all active IP phones on the network and eliminates manual processes by immediately configuring them (except third party SIP phones). New users are automatically assigned an extension, mailbox, auto-attendant profile when they first access their voicemail, and can then be added to an Automatic Call Distribution (ACD) group.

Performance Status at a Glance

A single-screen view of the entire enterprise system graphically notifies administrators about the performance status of all key components, at all times.

Optimize toll and WAN usage

Centralized Call Detail Reporting (CDR) across the enterprise simplifies accounting and bandwidth issues. Bundled reports provide information on trunk, user, workgroup, and network activity, exposing under-utilized trunks and network performance across WAN links to help optimize performance.

Online Documentation

Searchable online documentation gives users and administrators quick and easy answers. Resources include an administration guide, as well as installation and user documentation.

Integrated Software Distribution

Integrated software distribution for voice switches, IP phones, and desktop applications helps reduce support overhead and ensure system optimization.

SNMP Support

The ShoreGear® voice switches support the discovery of an SNMP agent by any network management application. In addition, the ShoreWare server can be configured using SNMP.

Call Detail Reporting (CDR)

The ShoreWare CDR service generates call records for all locations into a single, unified database on the ShoreWare server-there is no need for “buffer boxes” and “polling devices” to integrate CDR data from multiple sites. The service also generates call records into a text file for use by third-party call accounting packages.

ShoreTel’s Distributed Architecture

ShoreTel has designed this fully distributed Unified Communications (UC) system based on a unique and innovative architecture that is purpose-built with no single point of failure. The ShoreTel distributed architecture incorporates a switch-based hardware platform that makes each switch and site an independent call processor which continues to operate seamlessly in the event of a wide area network (WAN) failure. Unlike other solutions, all servers can be disconnected from the ShoreGear switches and the ShoreTel phone system will continue to place and receive calls.

Voice applications, including voicemail and automated attendant, run on standard server hardware from anywhere on the OP network. The result is a single-image system across all geographies with complete feature transparency and integration of all PBXs, voicemail systems, automated attendants, and Automatic Call Distribution (ACD) systems.

Architecture Diagram

Best-In-Class UC System Components

ShoreGear IP Voice Switches:

  • Highly reliable and intelligent
  • Enterprise friendly with support for both IP phones and analog devices
  • Simple, failover “N+1” form of redundancy is cost effective

ShorePhone IP Telephones:

  • Ergonomically designed and intuitive
  • Superior sound quality
  • Automatically configured when added to the network for installation ease

ShoreWare Director System Management:

  • Highly reliable and intelligent
  • Enterprise friendly with support for both IP phones and analog devices
  • Simple, failover “N+1” form of redundancy is cost effective

ShoreGear IP Voice Switches:

  • Central management from a single browser-based interface

ShoreWare System Monitor:

  • Continuous network monitoring for proactive performance resolution

ShoreWare Call Manager UC End-User Application Suite:

  • ShoreWare Personal Call Manager
  • ShoreWare Professional Call Manager
  • ShoreWare Operator Call Manager
  • ShoreWare Mobile Call Manager

Contact Center and Converged Conferencing:

  • Basic entry-level to feature-rich, formal contact center solutions
  • Ability to conduct large audio conferences and share desktop applications

Specialized Business Applications:

  • ShoreTel Call Center Adapter
  • Microsoft Dynamics CRM Integration
  • E911 Notification
  • ShoreTel NetSuite Integration
  • Legal and Professional Cost Recovery Integration
  • ShoreTel Web Dialer

For more information about the architecture of ShoreTel products, contact our the experts of IntelesysOne!