3 out of 5.0, Reviewed Jul 28, 2016
Phone calling, VM, and other main features are working correctly. We are in the process of adding a collaborator server, redundant backup links and a communications bundle that was purchased with our ShoreTel system. Support has been problematic with our vendor. They have tried to make things work as advertised but there have been problems since the onsite implementation. We will be scheduling another onsite with our vendor. The upgrade process should have been pre-planned better to eliminate wasted time during the onsite implementation.
Make sure you have adequate support when implementing your ShoreTel phone system. Their online support resources need improvement. I find myself relying on ShoreTel forums to troubleshoot the phone system.
I love how easy the product is to manage. I am constantly learning how it works but the overall user management and features management are very easy.
I dislike all of the "bugs" or oddities that occur with our system. It could be cabling that is causing the weird issues but there have been weird occurrences for some users that don't happen for others. The one time we upgraded our ST version, it fixed the main problem we wanted to be resolved but now other issues with the dashboard and call quality have arisen.
I wish they would have pre-planned better. There was a lot of time wasted during the switchover from our Mitel PBX to ShoreTel.
If we could do this over, I would not have tried to do the upgrade so quickly in order to pre-plan better with our vendor. I would also have increased the SOW to include all of the topics the vendor used during the sales process that leads us to choose ShoreTel.
Looking back, I would have pushed for more to be included in the SOW and stipulations if those weren't met. The service / support has been frustrating when inconsistent issues have arisen with our ShoreTel VoIP system.
Pre-planning and post-upgrade support should have been better from the vendor.