Evaluating ShoreTel and Fonality

[klaugherty]

We currently are evaluating ShoreTel and Fonality for a fit in our organization. We have a Toshiba digital system which is cost prohibitive to upgrade to IP. We run a 24X7 call center with 16 agents and three queues. Due to obligations we must record 100% of the calls inbound and outbound from these extensions. Agents will need to login and logout of 1-2 queues each. I am also looking to use an IVR to authenticate callers and then direct them based upon their authentication. Total phones would be 30-35 for our site. Eventually I would like to add our other office so that they may be connected.

My question is this: While their are certainly benefits to both of these systems can anyone provide me with more insight into choosing between the two. With any infrastructure item, I am always concerned with reliability, redundancy, ease of use and cost. Fonality is based upon a server and open source architecture, whereas Shoretel is mostly all proprietary and Windows. Any insight you could provide would be greatly appreciated.

 

[metballnut]

I can't speak about the Fonality, but the Shoretel rocks!
Recording of calls can be done on the PCs through the Call Manager using on the front end, the voicemail. Once a call has been recorded you can set up a rule to send the voicemail out to a specific pc (email address) for all the messages or just the users pc for storage. This would eliminate the need for an expanded voicemail.

Make sure you get the Workgroup Agent Call Manager and at least 1 workgroup supervisor license.

The Workgroup Call Manager has all the options needed.
Workgroup Supervisor has the ability to Log agents in/out, drop and send calls, monitor, record, etc. It is a true supervisor.