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

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

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

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

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

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

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
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

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

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