Shoretel shows all of my calls, including caller ID information, on my desktop computer which makes it easy to track and record calls. I can also complete all phone functions from the Shoretel window on my desktop. The program keeps a running log of all calls that come to my phone and indicates whether the call was received, missed or made, shows the name of the caller, the phone number or office extension, the date, and the length of the call. My organization has a call center in another office so calls are often forwarded to me in my office and I rely on a lot of interoffice communication. When I'm multitasking I can refer back to the log later in the day to record the call. I can also copy and paste a number from a website, email, or document into a text box in the Shoretel window and hit enter to call.
I have issues with the call forwarding function. Currently, I have my office phone set to forward to my cell phone but I only receive interoffice calls. The phone functions are easier to use on my desktop than on the phone set.
Look up the support costs. My organization pays for the service.
It's important to the function of my organization that I can access call information so the History tab is especially important. I often have to make calls using contact information from emails and websites so being able to use the phone from my desktop expedites my work and reduces mistakes.