Direct All Calls to a Live Operator Routing Calls 4
ShoreTel 14 Planning and Installation Guide 77
Example
To route calls to a prioritized list of backup operators, create hunt groups with users who can serve as
backup operators. In this scenario, a primary operator who handles calls to a main company number
requires one or more secondary operators to receive the calls when the primary operator becomes too
busy.
Complete the following steps to create a hunt group to back up the primary operator:
1. Create a hunt group with backup operators.
2. Enter the main operator and all the backups as members of the hunt group in the order in which
they are to serve as backups.
3. Set the hunt group for multiple calls to be hunted to a given member.
4. Set the call stack size for each of the users to control the number of calls he or she can receive.
When there are incoming calls to the hunt group, the primary operator is offered the calls first. The
operator may be offered multiple calls concurrently up to the limit of his or her call stack. If a member’s
call stack is full, the member is skipped and that particular call is not offered again unless the hunt
group is set to hunt forever and no member picks up the call before the member is reached again in
the hunt list.
If a member of the operator group does not answer the hunt call, the call is offered to the next member
after the number of configured rings. Thus, even if the primary operator has room on his or her call
stack, the call is offered to the next member in the list when the operator does not answer the call in
time.
For more information on Hunt Groups, refer to Hunt Groups on page 149.
Example of Operator Call Routing
In the example call flow shown in Figure 6, all calls are received by the operator, who then transfers
the calls to the appropriate destination.
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