Chapter 11: Planning Applications and Services Enterprise Telephony Features
ShoreTel 8 Planning and Installation Guide 163
An intercom call to an idle IP phone is auto-answered and connected through the called
party's speakerphone. Immediately after the call is auto-answered, the called party hears an
announcement tone and the calling party hears a beep tone. If the called phone was taken
off-hook automatically, the switch puts the phone back on-hook when the intercom call
An intercom call to an analog phone or SoftPhone that is off-hook with no active call (for
example, in hands-free mode) is auto-answered through the audio device that is currently
active. If the called party is on-hook or is on an active call, the call is offered as an ordinary
call, except that call coverage is still defeated.
An intercept tone (fast-busy) is played if the calling user does not have the appropriate
permissions. If the called party does not accept intercom calls due to CoS permissions, the
call is offered as an ordinary call.
184.108.40.206Intercom Telephony COS Configuration
Each telephony class-of-service permissions has two additional check box settings in
ShoreWare Director to configure intercom permissions.
Allow initiation for Directed Intercom/Paging—If enabled, users with this COS may make
intercom calls to other users of the system. If disabled, then intercom calls cannot be made.
Accept Directed Intercom/Paging—If enabled, users with this COS may accept intercom
calls. If disabled, then intercom calls are received as normal calls.
The ShoreTel 8 system provides the capability for users to record calls. In order to use call
recording, the feature must be configured in ShoreWare Director by a system administrator.
Please refer to the ShoreTel 8 Administration Guide for details on configuring this feature.
Users can use Personal Call Manager (PCM) to request that a call be recorded to voice mail.
Supervisors may use Agent Monitor to record an agent’s call. Ordinarily, both PCM and
Agent Monitor will indicate when a call is being recorded, (although this behavior can be
overridden with the “Silent Recording” feature to prevent agents from knowing that their
calls are being recorded.)
With Silent Recording, if the call is recorded by the workgroup supervisor, the indicator
does not appear in Agent Monitor. (The person invoking the recording sees the indicator—
other parties do not.) In this way, calls can be silently recorded to allow operators and
supervisors to hide the fact that they are recording agents' calls. This hidden behavior may
be desirable when a supervisor is monitoring the telephone manners of a new employee.
When the recording is silent or hidden, PCM offers no visual or audible indication that the
call is being recorded, and the periodic beeping sound (used to notify call participants that
their calls are being recorded) is suppressed.
ShoreGear switches can support as many simultaneous recordings as there are trunk ports.
The IPBX-24 and IPBX-T1 switches support a maximum of 8 simultaneous recordings.
The following limitations apply to call recording:
•Call recording is only available via Personal Call Manager or a programmable
button on IP phones
•Only calls on trunks (not extensions-to-extensions) may be recorded
•2-way and 3-way calls may be recorded as long as one of the legs of the call is a
•Calls to a ShoreGear Converged Conference Bridge cannot be recorded