MiCloud Connect

Everything I need.

Comments: I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations.

Pros:

Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office.

Cons:

Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages.

Complex Implementation - Low Key Day-to-Day Maintenance

Pros:

We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated.

Cons:

Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data.

Buh-Bye Mitel!

Comments: Not good. The only upside - I was forced to learn how to program a phone system - create auto-attendants, troubleshoot issues, etc. Therefore, when Mitel decided to sell to RingCentral I was extremely knowledgeable as it pertained to what to consider during the vetting process to replace the Mitel system. We vetted 4 different companies. Super happy with our selection - G12.

Pros:

The concept and features it offered were really good... when it operated correctly... It was an IP phone system (new technology being offered at the time). It had a softphone feature via your computer which was a bonus when Covid19 hit - allowed us to work remote using the company telephone system.

Cons:

We had more trouble with it than you can imagine. I spent more time troubleshooting issues with various employees than doing anything else. I became a full-time Mitel troubleshooter for our company of 65 employees. There were issues all the time - poor audio... dropped calls... cannot make a call... Didn't operate correctly on a new laptop (Windows 11)... Whenever an issue occurred, a case ticket was required which the administrator had to issue it - an employee couldn't call Mitel directly for assistance - which was an overall hassle and you could end up talking and rehashing the issue with 3 different people.

Shoretel Communicator: Making Communication Easy

Comments: Shoretel has really helped to streamline and make our communication efforts more effective. I rarely type in anyone's phone number; I simply look them up in the system or reference my saved contacts.

Pros:

I like the line redirection feature the most. You can configure and redirect your line to your mobile phone with one click, which is great and convenient for remote or offsite days. I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel. Shoretel also replaced all of our physical phone directory sheets, which is a nice step into the 21st century.

Cons:

The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call.

I use ShoreTel Connect as our company's main method of communication for outside candidates/clients.

Comments: ShoreTel allows me to connect quickly and efficiently with candidates and colleagues.

Pros:

ShoreTel Connect integrates seamlessly with our Salesforce databases, allowing me to quickly call candidates and clients by simply clicking the number on the screen. When making 100+ calls per day, this small quality of life assist is very welcome.

Cons:

I have experienced some issues while attempting to use ShoreTel when not connected to our company's network. When connected via home/public Wi-Fi, there will be intermittent issues with maintaining a connection to ShoreTel.