Planning and Installation GuideChapter 2: System Overview
2.7.10 History Viewer
Available through ShoreTel Communicator, the History Viewer displays a detailed log of
both incoming and outgoing calls. Users can search the history for phone numbers of past
callers. For each call, the History Viewer displays the source or destination number, the
start time, and duration.
2.7.11 Call Detail Record (CDR)
The ShoreTel system tracks all call activity on the system, across all locations, and
generates call detail records into a single database on the main ShoreWare server. The
system comes bundled with the reports that use information from the database, including
User Activity, Trunk Activity, Workgroup Agent Activity, Workgroup Queue Activity,
Workgroup Service Level Summary, Account Code Activity, and WAN Activity.
Web-based CDR reports offer the primary method of accessing and viewing CDR data in
the MySQL database. Reports can be run from ShoreWare Director, and after the reports
have been generated, they can be printed, exported, and navigated interactively. In
addition, by purchasing the proper keyed license, users can run a web-based CDR report
remotely from clients other than the headquarters machine.
The system also stores call information in a text file that can be used by third-party call
accounting packages. And for the benefit of legacy call accounting systems that cannot read
from a database or from a text file, the ShoreTel system supports the ability to send CDR
data out a serial port on the main ShoreWare server. If the serial port should become
unavailable, the CDR data will be queued in a buffer for 300 seconds to help prevent the
loss of data.
To make it easier for the ShoreTel system to integrate with various third-party SNMP
monitoring tools, the ShoreTel system formats CDR media stream statistics and stores the
data in a log file on the system. This helps users acquire a more accurate picture of the
traffic patterns in their network, and the information can be useful in performing load
analysis, identifying peak traffic times, and assisting the customer in setting up competitive
2.7.12 Desktop Call Control Service
The Desktop Call Control service application provides call status and call control to every
user on the system. This is provided through a Remote TAPI Service Provider (RTSP) that is
on every desktop using ShoreTel’s Communicator applications and other desktop TAPI
2.7.13 Unified Messaging Service
Unified Messaging, ShoreTel’s Outlook integration feature, provides an interface to the
messaging applications on the desktop computers. This feature provides access to voice
mail from Microsoft Outlook for each user, enabling users to manage their voice mail
messages in the same way that they currently manage their e-mail messages.
In addition, Unified Messaging enables access to the system directory and each user’s
personal options. Unified Messaging also allows users to take advantage of the calendar-
based call handling feature, which lets employees customize how calls are routed when
they are not available.