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EDUCATION SUCCESS STORY
Adrian College Graduates to a Unified Communications Solution and Chooses ShoreTel
CHALLENGE:
• AdrianCollegeneededamorereliabletelephonesystem,andithadthefiberopticcabletosupportanewsystem.AfterevaluatingIPUnifiedCommunicationsmarketleaders,AdrianCollegechoseShoreTel.
SOLUTION:
• ShoreTelprovidedanend-to-endIPtelephonysystem,includingShoreGearIPvoiceswitchesandShorePhoneIPtelephones.
BENEFITS:
• Richfeaturesethelpsimproveproductivityandcallerresponsiveness.
• Emergencycallsto911providecruciallocationinformationthathelpsemergencyresponsepersonnelquicklyandeasilylocatethecaller.
• ThecollegesavesthousandsonlinechargeswithShoreTel’sPRIsupport.
• WithShoreWareDirector,managementissimplifiedandhandledin-house.
Foundedin1859inAdrian,Michigan,AdrianCollegeisaprivate,co-educationalcollegeofliberalartsandsciencesrelatedtoTheUnitedMethodistChurch.With1,250studentsandastudent/facultyratioof13:1,AdrianCollegeisatraditionalfour-year,residentialcollegethatfocusescompletelyonundergraduateeducation.Thecollegehas21buildingsincludingresidencehallsthatfeaturevoicemail,internetandcableTVaccessinallstudentrooms,aswellasa24-hourstudentcenter,aplanetarium,anobservatory,theMerillatSportandFitnessCenter,andtheShipmanLibrary.Adrian’sfacultyisdedicatedtoteachingexcellence,and88percentholdthehighestdegreeintheirfield.
Inearly2006,AdrianCollegewassaddledwithanoutdatedPBX-basedtelephonesystemthatwasunreliableandofferedverylittleinthewayoffeatures.Thecollegealsohadcopperlinesthatweregettingoldandplansweretoutilizesomefiberopticcablethatwasconnectingallofitsbuildings.“We
wantedtofindasolutionthatwouldtakeadvantageofthedarkfiberthatwasalreadyinstalled,”saidSteveStempien,DirectorofInformationSystemsforAdrianCollege.“IknewwecouldimplementvoiceoverIPonthenetworkandthatitwouldbeeasytomaintainfromin-house.”
The SearchStempienissuedanofficialRequestforProposal(RFP)andreceivedsolutionproposalsfromanumberofvendors,includingCisco,Nortel,andShoreTel®.Heandateamofcolleaguescloselyevaluatedallofthesolutions,hearingvendorpresentations,talkingtocustomerreferences,andworkingwitheachofthesystems.Withpriorityplacedoneaseofmanagementandtheuseofexistinginfrastructureequipment,AdrianCollegechoseShoreTel.StempiendescribesShoreTel’sinterfaceas“elegantlysimple.”
“Ciscowaspushinghigh-endgeartogowiththeirVoIPsolution,whichincreasedthecomplexityandcostoftheirsolution,”saidStempien.“Also,Ididn’tcarefor
ShoreTelIPTelephonySystemImprovesResponsiveness,SavesMoney,andSimplifiesTelephoneSystemManagement
ShoreTel and Adrian College PAGE 2
Nortel’smaintenanceinterfaceandfeltthatitwouldhavebeendifficulttotrainnewISstaffonsystemmaintenance.”
“ShoreTel,initspresentation,talkedaboutfeatures,whileothervendorsstressedcompanybackground. ShoreTelhadallthefeaturesweneeded. Itwasimpressivewhentheyputademoonthetableandhaditrunningin10minutes. Also,ShoreTeldidnotrequireaspecificvendor’sswitches,sowewereabletodeploytheirsolutionusingourexistingandnewlessexpensiveswitches.”
The SolutionTogether,ShoreTelanditsreseller,AmeriNet,providedAdrianCollegewiththreeShoreGear®T1,12ShoreGear60,fourShoreGear40,and38ShoreGear120voiceswitchesconnecting42ofitsbuildings.Inaddition,avoicemailserverisalsodeployed,aswellas320ShorePhone™IPtelephones.StempienappreciatedtheeaseofimplementationoftheShoreTelIPUnifiedCommunicationssystembecauseitallowedhimtomeetanaccelerateddeploymentschedule.
“Wehaveover1,235extensionlicensesinuse,includinganalogphonesandIPtelephones,”saidStempien.“ThisenablesustoallowstudentstobringtheirownphonestocollegefromhomeandtheycanbehookeddirectlyintotheShoreTelsystem.”
AmeriNettrainedStempien’sstaffandendusers,offeringvarioustrainingsessions.Stempien’sITstaffalsopostedtutorialsontheAdrianCollegewebsitetohelpusersbecomemorefamiliarwiththeShoreTelIPUnifiedCommunicationssystem.“ShoreTeliseasytolearnandmaintain,”saidStempien.
Savings and Improved Responsiveness and ProductivityShoreTelIPUnifiedCommunicationssystemsareeasytouse,simpletomanage,flexible,andreliable.WiththeShoreTelsysteminplace,allAdrianCollegeemployeesarenowonthesamephoneandvoicemailsystemandevendialingco-workersbyname.AdrianCollegealsoutilizesShoreTel’sHuntGroupscapability,whichmakescertainthatallcallsintoaspecificgroupareansweredbyalive
personratherthanvoicemail,whichhelpseliminatefrustrationforcallers.WithHuntGroups,acallintoanAdrianCollegedepartmentringsextensionsinaspecifiedsequenceorringsmultipleextensionsatonce(dependingonthecollege’spreference),ensuringcallersreachsomeonewhocanhelpthem,withoutnavigatingthroughmenusorbeingforcedtowaitinaqueue.
“WehaveHuntGroupssetupforadmissions,academicaffairs,thebookstore,thechaplain,financialaid,thepresident’soffice,andthehealthcenter,”saidStempien.“ShoreTelHuntGroupsensurethatcallsarepickedupbyrealpeople.Wewanttoensurethatcallersreachaliveperson.”
TheShoreTelsystem,withShoreWare®PersonalCallManagerintegratedtightlywithMicrosoftOutlook®,providesintegratedmessaging,suchasdirectorydialing,contactscreenpop,andcalendarintegration.WithPersonalCallManager,userscanquicklytypeinaname,bringupanumber,andmakecallsfromlocalonlinedirectoriesorMicrosoftOutlook—allwiththeclickofamouse,rightfromthedesktop.Inaddition,PersonalCallManagerindicatestoanemployeeifthepersontheyintendtocallortransferanincomingcalltoisalreadyonthephonebeforetheydial,savingtimeinvestedinmakingcalls.
“PersonalCallManagersimplifiestelephonyforourusers,”saidStempien.“Callsintothewrongdepartmentcanbeeasilytransferredtotherightplacewithasimpledrag-and-drop.Also,callsintothecollegeoftengotoseveraldepartmentstoaddressanissue,andPersonalCallManagermakesiteasytotransferthesecallerstotherightpeople.Theinformationweseeregardingaperson’savailabilityfurtherensuresthatacallerwillreachtherightdestination.Beforewe’dhavetotransfercallsblindly.Nowwecantellifsomeoneisavailable,onthephoneoroutoftheoffice.”
WithShoreTel’se-mailintegration,AdrianCollegeemployeescanmanagetheire-mailandvoicemailactivitycentrallyandefficientlyrightfromtheirdesktop.Voicemailmessagesarestoredintheindustry-standardWAVAudiofor
“ShoreTel had all the
features we needed. It was
impressive when they put a
demo on the table and had
it running in 10 minutes.”
Steve Stempien
DirectorofInformationSystemsAdrianCollege
ShoreTel and Adrian College PAGE 3
Windowsformat,allowinguserstoplaythemonmultimediaPCs,attachthemtoe-mailmessagesorembedtheminotherdocuments.TheabilityoftheShoreTelIPUnifiedCommunicationssystemtotrackphonecalls,exportanddistributeoriginalvoicemailmessagestoonepersonoragroupofpeopleandkeeparunninghistoryofcallsintoeachnumberishelpfulincontinuallymonitoringandimprovingcallerresponsiveness.Also,desktopcallcontrolallowsenduserstomanagehowtheirphoneswork,andfeatureslikeFindMeallowthemtohavecallstrackthemdownwherevertheyare—attheirdesk,ontheircellphone,orathomeiftheychoose.
“WithShoreTel,it’seasierforsomeonetogoonvacationandhaveanotherpersoncovertheircalls,”saidStempien.It’seasytohavecallsfollowsomeone,re-routecalls,andsendvoicemailmessagestomultiplepeoplesoissuescanberesolvedquickly.”
Simplified AdministrationShoreWareDirectorisShoreTel’sbrowser-basedmanagementinterface.Fromanylocation,anAdrianCollegeinformationsystemsadministratorcanlaunchaWebbrowserandgainaccesstoShoreWareDirector.Throughthisbrowser,everysiteandfeaturecanbemanaged,includingvoicemail,automatedattendantanddesktopapplications.Addinganewusersimplyentailsclicking“addnew”andenteringtheuser’sname,whichinturnupdatesthecentralizeddatabaseandnotifieseveryShoreGearvoiceswitch.Oncetheuserisentered,amailboxiscreated,theautomatedattendantdial-by-nameandnumberfeatureisupdated,andonlinedirectoriesareupdated—allwithinseconds.
“NoneoftheISstaff—andtherewereonlyfourofthem—hadanyformaltelephonetraining,andtheywereabletohelpmepulloffamassiveprojectinalittleoveronemonth,”saidStempien.“TheyallobtainedtheiradministrativetrainingontheShoreTelsystemafteritwasupandrunning.ThisshowshoweasyitistoimplementtheShoreTelsystem.”
Essential Information Made AvailableWiththeShoreTelIPUnifiedCommunicationssystem,ifafacultyor
staffmemberdials911,crucialinformationispassedontotheemergencycenter.Withtheoldsystem,therewasnowaytoknowwherethecallwascomingfrom.WiththeShoreTelsystem,theemergencyresponseteamgetstheexactlocationofthecaller–downtothebuilding,floor,departmentandactualphone.
“Withtheoldsystem,ifsomeonedialed911,itwouldonlyshowtheemergencyteamthatthecallwascomingfromAdrianCollege,”saidStempien.“NowtheShoreTelsystemshowswhichresidencehallandroomnumberthecalliscomingfrom.That’sahugesafetybenefit.ShoreTelalsoeliminatesanentirestepbecausestudentsinthepasthadtocallcampussafety,whichwouldinturncall911.Nowstudentscall911directly,minimizingthetimetoreachtherightresourcesinemergencysituations.”
WiththeShoreTelIPUnifiedCommunicationssystem,everybodyhasCallerID—includingstudents,aslongastheirphonesarecallerIDenabled.Thishelpsstudentsidentifyprankphonecallsandhasessentiallyeliminatedthatproblem.
SavingsWiththeShoreGearT1voiceswitchesinplace,AdrianCollegesavesonleasedlines,reducingthenumberoflinesby41.WithafixedratePrimaryRateInterface(PRI),they’repaying$1,200permonth,versus$1866withtheoldsystemandmorelines.
“Iestimatewe’llsaveabout$8,000peryearonlinecharges,”saidStempien.“Inaddition,theShoreTelsystemprovidesuswithin-depthreportssowecansimplifyaccounting.”
AdrianCollegeisalsoabletoextendcapabilitiesevenfurtherwiththeShoreTelsystem’sPRIsupport.“OurmonthlyPRIrateincludesunlimitedcalls,localandlong-distance,whichaddstooursavings.”saidStempien.
Path to the FutureAdrianCollegeappreciatesthesimplicityandrobustfeaturesoftheShoreTelIPUnifiedCommunicationssystem.“It’sgreattoknowwecandoanumberofthingswiththenetwork,suchasimplementingwireless,andtheShoreTel
“With ShoreTel, it’s easier for
someone to go on vacation
and have another person
cover their calls.”
Steve Stempien
DirectorofInformationSystemsAdrianCollege
WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com and shoretelsky.com
+1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax for ShoreTel
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Copyright © 2012 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice.
About ShoreTel
ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com
systemwillsupportthesechanges,”saidStempien.“Growthisalsosimplified.WewereabletobringuptheShoreTelsysteminourstadiuminjustacoupleofhours.Thecollegejustpurchasedafewnewbuildingsaroundcampus,andwithShoreTel,itwillbenobigdealtotietheseintothesystem.”
StempienisaverysatisfiedShoreTelcustomer.“MyfirstimpressionoftheShoreTelsystemwasthatit’selegantlysimple,”saidStempien.“NowthatI’vehadachancetoexperienceitmore,Ican’tsayenoughaboutit.Executives,students,facultyandstaffareallhappywiththethingsthey’reabletodowiththesystem,andIlookforwardtoevenmorecommunicationimprovementswithShoreTelmovingforward.”
“The college just purchased
a few new buildings around
campus, and with ShoreTel, it
will be no big deal to tie these
into the system.”
Steve Stempien
DirectorofInformationSystemsAdrianCollege