2 - The answer to this question is dependent on whether or not the system is ON-PREM or HOSTED (or Hybrid). The reason is that the on-prem system automatically takes more knowlege/skill/expertise to maintain/implement than does a hosted system. The reason is that with ShoreTel Connect Cloud (hosted) ShoreTel accepts all responsibility to do all adds/moves/changes to the system at any time for the customer. The customer is provided with unlimited help desk support for the users and the administrator. Technically the administrator can focus on all his other duties, and give ShoreTel the grunt of the work needed to be done to the phone system. They literally can call the help line and provide the details of the necessary changes that need to be done and ShoreTel will do the leg work. With a on-prem system, the end user must either have someone on staff that knows how to implement these adds/moves/changes or hire their ShoreTel partner to assist. At my org, we technically have 3 guys who can do the necessary maintenance/moves/adds etc. to our system at any time. That said, we also are a partner and install/maintain/manage the systems of our clients.