ShoreTel VoIP PBX
Gary Lamontagne | TrustRadius Reviewer
Updated June 26, 2017

ShoreTel VoIP PBX

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Onsite

Overall Satisfaction with ShoreTel

We had the phone system installed and running in less than a day. The vendor did much of the prep work ahead of time. As our business has expanded, implementing new sites has been a breeze. I recommend having a strong PoE infrastructure to cut down on wiring at the desk. Less wires = less chance of phone issues.
We use ShoreTel IP phones, ShoreTel communicator software, and switches deployed across our entire organization which consists of five offices. We are able to stay in touch with our remote offices via four digit extensions versus dialing the local phone number. Our customers can get transferred to the appropriate party regardless of which office they call.
  • Setup is quick and painless
  • Management of the phone system is web browser based
  • Is the only phone system that we looked at that continued to run if the server went down
  • Integrates with Microsoft Outlook
  • Customizable
  • Updates to the system are cumbersome.
  • Better support for Bluetooth headsets would be nice
  • Allows users to be more productive with extension to extension calling.
  • Allows users to see when others are on their phones via the ShoreTel Communicator software to eliminate wasted time.
  • Has an available T1/PRI switch to eliminate the need for POTS telephone lines.
When evaluating phone systems, we looked at Cisco VoIP in addition to ShoreTel. Cisco was more money, had a higher learning curve, and we received a bad review from a local business who was using it. In the ShoreTel demo, the engineer brought their equipment and set up a demo in our conference room. He was able to get a phone system up and running in a matter of minutes. The biggest selling point was when he turned the phone server off and the phone system continued to work, minus the voicemail and Communicator software.
Since ShoreTel is phone switch dependent and not server dependent, the availability is great. As with any hardware, it is good to reboot the phone switches and server from time to time to prevent issues from cropping up. In 13 years, we've had two switches have fan failures that ShoreTel replaced promptly.
ShoreTel is well suited in companies ranging from small to large and in most industries. The true value is in the ShoreTel Communicator software that is installed on the users' computers. It works in conjunction with their phone. Transferring calls, conferencing, placing on hold, listening to voicemail, can all be done via the software.

MiCloud Connect (formerly ShoreTel) Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
10
Call reports
10
Directory of employee names
10
Answering rules
10
Call recording
10
Call park
10
Call screening
10
Message alerts
10
Video conferencing
Not Rated
Audio conferencing
10
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated

Using ShoreTel

I've used other phone systems in the past. The Shoretel Communicator software installed on your computer is what sets Shoretel apart from their competitors. From there, you can check your voicemail, view your missed calls, dial by name, transfer calls, start a conference call, and many other features for a business environment.

ShoreTel Reliability

Shoretel has been very scalable for our organization. We first installed Shoretel in 2003 to standardize three sites on one phone system. As our needs have changed, our Shoretel system has adapted with our growing needs and added locations. Initially, we were using analog phones and have been rolling out VoIP as our budgeting has allowed.