EDUCATION SUCCESS STORY

Arts, Architecture and Design Campus of the University of Guadalajara Gives ShoreTel an A+ for Communications

CHALLENGE:

• Arts,ArchitectureandDesignCampus(CUAAD)oftheUniversityofGuadalajaraisdividedinthreelocationsthroughoutthemetropolitanareaofGuadalajaracity.ThemainchallengewastoreplacealegacyphonesystemwithasystemthatwouldgrowandaccommodatemodernIPfeatures,andinterconnectthethreelocationsatanaffordablecost.

SOLUTION:

• AShoreTelIPPhoneSystemwith60ShoreTelIPPhones,withplansforanadditional150;2ShoreTel220E1VoiceSwitches;1ShoreTel24AVoiceSwitch.TheShoreTelsystemalsointegrates90analogphones.

BENEFITS:

• Acompetitivepurchasecostputthesystemclearlywithinthepublicuniversity’sbudgetaryreach,offeringmorefeaturesforlessmoney.

• LowlicensingandmaintenancecostsadduptoasignificantlylowerTCO.

• Arichfeaturesetenablesnewefficienciesacrosstheuniversity’smanyadministrativeandeducationaloperations.

• Thesystem’sscalabilitysupportstheuniversity’sgrowingroleinshapingMexico’sfuture.

• Theuniversity’sITstaffcreditasignificantincreaseinproductivitytoShoreTel’seaseofuseandquicklearningcurve.

Bolsteredbymorethantwohundredyearsoftraditionineducation,researchandthepromotionofscienceandculture,theUniversityofGuadalajaraiswellpositionedtomeetthechallengesofthepresentandthefutureinitsquestforcontinuousimprovementanditsdeterminationtostayonthecuttingedgeinthe21stcentury.Itsprestigeandeducationalstandardsarethoseofavisionaryinstitutioncapableofturningoutnotjustcompetitiveprofessionalsbutalsocitizenswithstrongsocialvaluesandcommitment.

CitizensofCanadaandtheUnitedStatesaremostfamiliarwiththeuniversity’sfamousForeignStudentStudiesCenterthatofferstheopportunitytolearnSpanishaswellasacquireknowledgeofMexicanandLatinAmericanculture.Inaddition,theUniversityofGuadalajarahassetouttoextenditseducational

servicestotheLosAngeles,Californiaarea.OperatingasatellitelocationinLosAngelesallowstheuniversitytooffertechnical,continuing,highschoolanduniversity-leveleducationalservices,aswellasculturalandartisticpromotionprograms,totheMexicanandHispaniccommunitylivinginandaroundtheregion.ItalsoenablestheUniversitytobuildnewacademicpartnershipsandestablishlinkswithlocalcommunitiesandinstitutions,whichinturnenhancestheuniversity’sinternationalprofile.

PiensayTrabajaistheuniversity’smottoanditmeans“ThinkandWork.”ThisiswhattheArts,ArchitectureandDesignCampus(CUAAD)knewitwouldhavetodoastheenormousschoolfacedtheproblemwiththeirlegacyAlcatelPBXsystemthatwasfastbeingoutpacedbygrowingnationalandinternational

Foundedin1792,theUniversityofGuadalajaraisthesecondoldestandlargestpublicUniversityinMexico.Since1994ithasconsistedofabroadnetworkof14universitycampusesandhighschoolslocatedthroughoutthestateofJalisco,Mexico.Itsworkinthefieldsofscience,thehumanitiesandtechnologygreatlycontributestosolvesomeofthemoreproblematicaspectsofgrowthinthisregion.

Success Story: University of Guadalajara Gives ShoreTel an A+ for Communications PAGE 2

studentenrollmentandcampusexpansion.Furthermore,itsminimalfeaturessimplyweren’tuptomoderncommunicationsexpectations–drainingstaffefficiencyandthreateningtodrainfuturebudgets.Astheuniversityheadstowarditsthirdcentury,aShoreTelUnifiedCommunications(UC)systemhelpsitmeet21stcenturychallengesofrapidgrowthandchange.

ShoreTel Goes to the Head of the Class with More Features and Lower TCO

Initially,theCUAADthoughttherightsolutionwastokeeptheAlcatelPBXbecausetheinfrastructurewasalreadyinplace,andthereforewouldsavecosts.However,themoretheITstafflearnedaboutIPphonesystems,thecleareritbecamethatmaintainingthelegacysystemhadahighpricetagwhenitcametoscalabilityandstaffproductivity.

“OurAlcatelsystemwouldhaverequiredaheftyinvestment,eventogetbasicfeaturessuchasvoicemailandconferencing,”saidCarlosAlbertoFrancoReboreda,theCUAAD’sTechnologyEducationCoordinator.“ShoreTelofferedthesefeaturesplusmanymoreatanaffordableprice.ItwassimplymuchmorecosteffectivetoswitchtoShoreTel.”

Mr.ReboredacalledinShoreTelresellerandpartnerInitel,sincetheyalreadyhadanestablishedrelationship.AftercomparingseveralsystemsfromtraditionalandIPPBXsuppliers,ShoreTelclearlystoodoutasthebestsolution.

Inadditiontodeliveringthefeaturestheuniversityneeded,ShoreTelhandlestheintegrationoflegacyequipmentintoasleeker,newtechnologypicture.“WelikedthewidevarietyoffeaturesonShoreTel,includingthebuilt-inconferencingfacilities,andShoreTelCallManagerformanagingcalls,”Mr.Reboredasaid.“ShoreTelCallManagerletsusredirectcalls,reassignextensionstootherphones,andforwardofficeextensionstomobilephones.Andit’seasyforanyonetodothis.Itseemedfarfromeasywithothervendors’systems.”

Further,Mr.ReboredawasconfidentthattheirprovenShoreTelpartnerwouldbetheretosupporttheShoreTelsystemwhenevernecessary.“Helpfromaknowledgeablevendorcanmakeallthedifference,sowewantedasupplierwecouldrelyon,”heexplained.“Initelhasbeenapartnereverystepoftheway.Theytooktimetounderstandourexistingsystemaswellasourrequirementsforanewphonesystem.Theyhelpedusmakesurethatournetworkwasreadytohandletheadditionaltrafficandhelpedusavoidmisstepsthatmighthavedelayedimplementation.”

A Phone System That Doesn’t Assign A Lot Of Homework

WithShoreTel’shelp,theCUAADdesignedathree-stageimplementationplan,startingwithcutoveroftheprimarymaincampusbuildingtothenewShoreTelsystem.Otherlocationswillfollowandtheuniversityisalreadyimplementingnewextensions,andplanstoincreasethenumberofextensionsinnewbuildings.

Currently,theCUAADuses90analogphones,alongwith60ShoreTelIPPhones.“ShoreTelallowedustointegrateourlegacyAlcatelsystem,sowecouldmigratetothenewShoreTelsystemastimeandbudgetspermit,”Mr.Reboredaexplained.“Itwasrelativelysimpletosetupthebasicintegration.WecaneasilytransferandpickupcallsbetweenourAlcatelandShoreTelsystems.Infact,wecandoalmosteverythingbetweenthetwosystems.”

ShoreTeltrainedtheuniversity’sfour-personITsupportteamwhointurn,createdanin-houseclassfortheuniversity’sresearchersandadministrativestaff.TheITteamwasextremelyimpressedathoweasyitistoinstall,configureandmaintaintheShoreTelsystem.“Thecostofmaintenanceandthetotalcostofownershipwerebigfactorsinourdecision,”Mr.Reboredasaid.“Becausethesystemissoflexibleandallowsustohandleroutinechangesinternally,ShoreTeloffersthemostcost-effectivesolution.”

“It was simply much more

cost effective to switch to

ShoreTel.”

Carlos Alberto Franco ReboredaCUAAD’sTechnologyEducationCoordinatorUniversityofGuadalajara

Success Story: University of Guadalajara Gives ShoreTel an A+ for Communications PAGE 3

ShoreTel Personal Call Manager Covers the Personal Communications Assignment

TheuniversitystaffisenthusiasticaboutShoreTelCallManager,Mr.Reboredareported.“OurstafflikesthecontrolthatShoreTelCallManagergivesthem.Userscanredirectcalls,reassignextensionstootherphones,andforwardextensionstomobilephones.ShoreTel’sMicrosoftOutlookintegrationworksrightoutofthebox,sothoseemployeesusingMicrosoftOutlookcantakeadvantageofthenewsystemusingtheapplicationsthey’refamiliarwith.”

WhilesomeemployeesareusingShoreTelCallManagerintegratedwithMicrosoftOutlookforeasyaccesstocontacts,directoriesandcallmanagement,otherusershaveaJava-basedemailclient.ShoreTelalsointegrateswiththisclient,providingvoicemailnotificationmessagesandvoicemailsin.WAVformat.Theuniversity’semployeesandfacultyappreciatethewayShoreTelhelpsensurefastresponsestoimportantcalls.Thesystem’sauto-attendantdirectscallerstothecorrectdepartment,andfeaturessuchasFindMe,FollowMekeeppeopleconnectedwhenthey’reoutoftheoffice,sotheydon’tmissimportantcalls.

“InthepastthereoftenwasalongdelayreturningcallsbecausenoteveryonehadvoicemailwiththepreviousAlcatelsystem,”Mr.Reboredasaid.“Someonewhocalledanddidnotreachtherightpersonthenmightsendanemailaskingthemtocallback.Afterreceivingtheemail,theuserwouldeitheremailbackorreturnthecall,allofwhichwastedtime.Nowit’sveryeasyforcallerstoleaveavoicemailandforuserstoseethattheyhaveavoicemailmessagewaiting,andreturnacallusingShoreTelCallManager.Also,callhistoryshowsyourmissedcalls,andyoucansimplyclickonanameinthedirectorytocallback.”

ShoreTel’sConvergedConferencingisanotherfeaturethat’simportantinthecollaborativesettingofauniversity.“It’sveryeasytousethesix-wayconferencefeaturetosetupconferencesonthefly,”Mr.Reboredaadded.

ShoreTel Sets Off A Surge In Staff Creativity And Productivity

WithShoreTelstreamliningtelecommunications,theUniversityofGuadalajara’sadministrativestaffisnowmoreefficientandproductive.EveryfeatureoftheShoreTelsystemprovidesthemwithaclearbenefit,Mr.Reboredasaid.“Whentheyseeanewfeature,theyimmediatelyfindmanywaystouseit.”

ShoreTel’srichfeaturesetalsohelpstheITstaffservetheirinternalcustomersbetter.“Whenuserstellmethatitwouldbeniceiftheirphonecoulddoaparticularfunction,oftenIcantranslatethoseneedsintothefeaturesavailableontheShoreTelsystem,”Mr.Reboredaexplained.“Ifuserscan’tfindit,theytalktome.IfIcan’tfindit,thenItalktoShoreTel.Sofar,wehaven’tfoundarequirementthatwehaven’tbeenabletoeasilysatisfy.”

ShoreTel’sautomaticcalldistributor(ACD)hasimprovedcommunicationswiththeuniversity’sstudentsaswell.“Sometimes,theoldsystemsentcallstothewrongdepartment,”Mr.Reboredaexplained.“Fromthere,callersmightbebouncedfrompersontopersonanditwashardtofindtherightperson.WithShoreTel,ACDallowscallerstogettotherightdepartmentquicker,andtheircallsarereturnedfasterbecausetheycanleaveavoicemailmessagewiththerightperson,ortalktotherightperson.Forinstance,nowit’seasierfornewstudentstoobtaininformationandanswerstotheirquestions.”

IT Goes to the Head of the Class

TheCUAAD’sITgroupoffourhasachallengingworkload,yetShoreTelhashelpedsimplifysystemmanagementtofreeupresources.“Withtheoldsystem,thesmallestchangewasdifficultandtimeconsuming,andoftenwehadtogethelpfromthevendor,”Mr.Reboredarecalled.“TheShoreTelDirectorinterfaceisintuitiveandsavesalotofITresourcetime.Nowwecanaccomplishmanymoretasksourselves,quickly,withnowaitingforoutsidesupport.”Whenitcomestoaddingnewusers,“ShoreTeliseasytouseandimplement,”hecontinued.“Itwillonly

“The ShoreTel Director

interface is intuitive and

saves a lot of IT resource

time. Now we can accomplish

many more tasks ourselves,

quickly, with no waiting for

outside support.”

Carlos Alberto Franco ReboredaCUAAD’sTechnologyEducationCoordinatorUniversityofGuadalajara

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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

takeadayortwotoimplementShoreTelinthenewlocations.”

ShoreTelalsoallowedtheuniversity’sITteamtofocusonitslong-rangecommunicationstrategy,insteadofdailyfire-fighting.“Atthebeginning,wewereonlylookingforthemainfeatures–forexample,managingvoiceswitchesfromacentrallocation,whichsavestimeandtravelandismoreproductive.Nowwehavethetimetolookatnewfeaturesanddeterminehowtheycanbeusedinourorganizationaswegrow.”

Savings That Add Up to a Baccalaureate in Public Service

ShoreTelhasprovedaclearwinnerforthebudget-consciouspublicuniversity,withaprojected25percentannualsavingsovertheoldsystem.SohowdoestheCUAADgradeShoreTel?A+forcost,maintenanceandTCO.UniversitystaffandfacultynowhavemorecommunicationfeaturesthaneverbeforethankstoShoreTel—evenmorethantheyinitiallyhopedfor,andarestilldiscoveringnewandexcitingwaystomakethesefeaturesworkfortheuniversity‘soperationsandpublicpresentation.

“CallingITusedtobesomethingusersdreaded,”Mr.Reboredasaid.“Nowwe’reverypopularbecauseShoreTelgivesusthetoolstosolveproblemsandmakeusers’liveseasier.ThebottomlineisthattheShoreTelsystemworksforus,ratherthanushavingtoworkthesystem.”

“ShoreTel gives us the tools

to solve problems and

make users’ lives easier”

Carlos Alberto Franco ReboredaCUAAD’sTechnologyEducationCoordinatorUniversityofGuadalajara