82 Planning and Installation Guide ShoreTel 14
Routing Calls Trunk Considerations
4
Figure 8: Blended Call Routing
Calls are routed directly to the support workgroup using DID and DNIS entries and routed through
the auto attendant with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach the workgroup assistant, or “9” to return to the
auto attendant.
Calls are routed directly to the employees using DID and routed through the auto attendant using
Dial by Number and Dial by Name with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant, or “9” to return to
the auto attendant.
An operator provides limited call handling functions from individual mailboxes or the auto
attendant.
In this example, after-hours call routing changes at the auto attendant and for each of the
workgroups, employees, and the operator, because each workgroup defines its own after-hours
call routing.
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