Outbound Campaign IVR







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ShoreTel Integrated Applications

Outbound Campaign IVR


Maura Higgins & Grant Schenck


ShoreTel Outbound Campaign IVR Application



Deployment Considerations

Comparison to ShoreTel Contact Center

Legal caveats


ShoreTel Outbound Campaign IVR Application

A powerful ShoreTel-integrated solution allowing businesses & organizations

to communicate & interact efficiently & cost-effectively with their customers

Wide variety of Industries

• Dental & Medical Offices

• Utility Companies

• Schools

• Local & State Governments

Flexible Interactive Notification offering

• Software only - Leverages existing ShoreTel system resources

• Works equally well with ShoreTel, WGs, & CC deployments

One can easily create Sophisticated

Interactive Call Flows


ShoreTel Outbound Campaign IVR Application

Allows creation of automated calling campaigns for variety of purposes

Simple Announcements

• Community Reminders

• School snow days

Scripted Announcements with dynamic content

• Appointment reminders “You have an appointment on May 12th with Dr. Kelly. Press 1 to confirm your appointment or press 2 to be connected to our office to re-schedule.”

• Financial Transactions: “Your electric bill is 3 days overdue. Your last payment was made on December 16th in the amount of $176.48. Press 1 to make a payment using our automated system or press 2 to speak to a company representative for more information.”

Introduction and transfer to queue with associated desktop integration

• Enables efficient and accurate customer care

Campaigns can be initiated manually or automatically (invoked from a script)


ShoreTel Outbound Campaign IVR Application

“Thank you for your recent (December 9th) visit to European Motor Specialists. Please share your feedback with us. On a scale of 1 to 5 (where 1 is very

dissatisfied and 5 is very satisfied) how satisfied were you with your overall experience?”`


Easy to use graphical Administration for Campaign Creation & Monitoring

• Checkboxes & Form fields for standard campaigns

• XML scripting for interactive flows

• Real-time view of calls & campaign progress

Software only loaded onto

ShoreWare Director and/or

any DVS server

• Associated with dedicated Route Point

• Pricing structured according to number of simultaneous calls allowed


ShoreTel Outbound Campaign IVR Application

Campaigns driven by Input Files (CSV format)

Call results stored to a detailed Output File for later reporting

• Campaign Creation

• School snow days

Fine tune control over campaign parameters

• Simultaneous outcalls, Pre-configured throttling to match agent & trunk capacity

• Calling cycle timing & Retry logic

Desktop Integration Hooks

• Pass campaign parameters as call properties

• Agents enjoy automated preview access to associated customer records

Equip agent desktops with software such as ShoreTel EasyPop, Salesforce.com Adapter, etc.


Multiple prompts strung

together into one message

Prompts including customer

specific variable data read

from the input file -- dates,

times, currency amounts

Unique prompt files per called


Digit response capture & save

to the output CSV file

• One can create their own or commission ShoreTel to create reports

ShoreTel Outbound Campaign IVR Application


ShoreTel Outbound Campaign IVR Application

Deployment Considerations

Application installed on Director and/or DVS servers

Careful provisioning is key

9 Outbound Campaign IVR will share media stream resources with VoiceMail, Auto-Attendant, Call Recording, and others

254 media streams per MS server

9 To add capacity, install additional DVS instances

Configure multiple campaigns

One campaign can be running per server instance

9 Licensing is based on overall (single or multiple instance) simultaneous calls


ShoreTel Outbound Campaign IVR Application

Differences from a ShoreTel Contact Center

Outbound Campaign IVR

•Campaigns primarily intended for Outbound Notification & IVR interactions

•Called parties can choose to connect to ShoreTel users or Workgroup Queues

• Workgroup staffing can be planned to accommodate

•Examples- Community Announcements, Appointment reminders, Phone Surveys, School Attendance, Utility Company payment processing

•Customers desiring an easy-to-learn tool for creating outbound campaigns of many types

ShoreTel Enterprise Contact Center

•Campaigns primarily intended for connecting called parties to call center agents

•ECC agents are reserved in advance & can be efficiently utilized within blended queues

•Examples – Debt Collection, Sales-oriented pushes to installed base

•Customers who otherwise require high end Contact Center features

• Advanced queuing, skills based routing, integrated advanced reporting

• Customers requiring additional outbound calling features


ShoreTel end customers are responsible for adhering to all applicable state

& federal laws enforcing telemarketing and automated dialing practices.


• Certain U.S. states do not allow recorded messaging unless a prior business relationship has been established.

• Telephone Consumer Protection Act of 1991 (TCPA) - Enacted by the U.S. Congress to reduce nuisance & invasion of privacy caused by telemarketing and pre-recorded calls.


• Pre-recorded calls may be illegal in some countries unless prior permission from called parties has been granted.

Available through authorized ShoreTel partners

Available for sale to U.S. & International Customers

Administrative interface available in US English language only

ShoreTel Outbound Campaign IVR Application


More Information

Contact your ShoreTel Authorized Partner

Applications section of Public Web Site:


Overview Presentation

Pre-recorded movie demo

Email ShoreTel Professional Services at:




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