Item: MiCloud Connect
Rating: 8
Author: Joe DiCristofano

Use Cases and Deployment Scope

We were originally M5 users and then became ShoreTel Sky users after the acquisition. ShoreTel Sky is used as our Telco provider where we leverage VoIP with Cisco 7XXX series phones at two main locations and for remote users too. The feature set and add-ons they offer suit our company very well. Direct dial, In-use, park and transfer are only a few of the options we leverage. We also use other features to train (listen in) and manage call logs/activity for our users. With the capability of PoE we can also leverage data use from the handset too.

Aug 2019 Update: We are still leveraging our Cisco 79XX series phones and have the same great functionality with Mitel. The platform has been updated a bit but as Administrators we have the same controls we did before. We will begin to visit the new offerings that Mitel will push out but for now we remain stable. The options I mentioned above are all still in place and our Phone Assistant still remains strong. I along with a number of users have a Cisco device at home and at work. We all can log on both back and forth from the office and home with no issue.

Pros and Cons

Call quality is very good. Dedicated circuit for QoS is helpful. Even leveraging the Mitel Cloud service over our own ISP has been problem free. The disadvantage to that is the owned and operated router from Mitel where they control more connectivity issues and troubleshoot them as well.
Support is also very good. Receive US based support staff when calling in. Issues resolved quickly.
They are continuously growing in support and service.

Issue with fail over. Determination has to be made to fail-over to DR site. This could take an additional 45 mins to 1 hr. when decision is made. You can be down for some time already before they flip.
As of Aug 2019 we have had much less issues in connectivity and fail-over. The Mitel platform appears to be stable.
Looking for better choices of handsets/easier programming for off-net phones. After comparing a number of vendors we've not been able to compare the specific feature sets that Mitel provides.

Return on Investment

We've definitely seen a business impact on our company in a positive manner. We've been able to provide the best possible service that suits our needs, while not being gouged by ISP's or Telco providers.
We can better serve our customer service reps and tech support people by managing our own system, creating our own ring groups and control use.

Alternatives Considered

We've recently did a full comparison of the top 6 to 8 VoIP companies including on-site testing as well. For the cost to switch over - losing the investment we have - we feel that ShoreTel can provide us the same, if not better, benefit that the other competition can,

Likelihood to Recommend

There are other vendors out there that are plug and play with just an Internet connection. You have to compare feature sets that you need (not so much want) especially when it comes to management of users. The ShoreTel Sky management interface has improved over the last quarter and is easier to use.

Update moving them up a notch! Service and call clarity are really good.

Users and Roles

100 - Customer Service & Support; Tech Support; Accounting; Shipping & Receiving; Materials, purchasing and Engineering.

Support Headcount Required

2 - Need some advanced IT skills with exposure to telephone and data experience. Exposure to the interface and training takes some use to get accustomed to. You have to be able to relate the uses of the phone, ShoreTel Sky interface and add-on's to end users. Data experience comes in handy when setting up remote users contending with their Network setup.

Business Processes Supported

Ability to log into your phone from anywhere
No PBX needed; analog eliminated
Delivery of PoE (Power over Ethernet) saves data drops
Call park and transfers

Innovative Uses

ShoreTel Sky Phone Assistant is powerful for us to use as we're not ready for a true Call Manager yet
Ability to see "in-use" on phones
Capability to train staff by listening in

Future Planned Uses

Expansion into Call Manager as we grow
Move toward soft phones on PC instead of handheld units

Likelihood to Renew

9

We've been able to negotiate better costing structures; the cost-benefit ratio of switching is unfavorable; ShoreTel is very willing to work with us to make us satisfied and build a strong relationship. Their flexibility and dedication to "make things right" has built good trust with us and our management. They are upfront about any issues.

Implementation Rating

9

Each of our locations has a dedicated ShoreTel router and managed QoS. With full management, it provides us a breath of space and bandwidth to use our resources in other means. Strongly consider the managed solution as you have to maintain more technical issues when hosting with your ISP. You have to make sure your ISP can provide you the best service for voice and data. Plug and 'hope' doesn't work with just routing your phones over any Internet connection....especially when your handsets run int he 100's.

Implementation Details / Implementation Partner

Implemented in-house

Change Management Lessons

Change management was minimal - Being a small, growing company, we had everyone on-board with the switch to ShoreTel. The features that we were gaining and dependability made it worth the move.

Implementation Issues

Technical: making sure that out TFTP server setting were properly configured in the phones.
Data and PC connectivity: The decision to make separate Ethernet runs for Voice to each station or pump both Voice and Data over the same line and use the 10/100 jack off the back of the phone.
Phone compatibility: Since we own our phones, our upgrade options are limited. Be careful when making the decision of buying vs. leasing your handsets. You never know what the future holds in technical advances or in another provider/service.

Support Rating

9

They are easy to reach, have several ways to create tickets and are very supportive. Usually you are assigned a specific technician and can follow up with that individual. Response times are good.

MiCloud Connect Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Exceptional Examples of MiCloud Connect Support

I actually received great care and support when I needed to open a port on our PoE (Power over Ethernet) Switch to accommodate an analog line. The line was needed to support an analog phone line fax machine and for an emergency elevator phone. The technician that was assigned to my ticket worked with me on getting the analog line established and programming the device I needed to convert the signal. He was able to comb over every detail with me to get this up and running.

Usability

8

Very usable due to its features and support. I can easily manage the VoIP network from one location - interfaces have improved. Good value for the price.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Convenient Feel confident using	Lots to learn

Easy Tasks

Changing user credentials and phone settings/features
Setting up new users from scratch
Logon/logoff at any location

Difficult Tasks

The merge between the M5 system and ShoreTel Sky is complex
Setting up Ring Groups properly
Programming E911 locations are a challenge

Reliability and Availability

8

ShoreTel Sky VoiP review and consideration

Software Version

Overall Satisfaction with MiCloud Connect (formerly ShoreTel)