Chapter 4: Routing Calls Planning and Installation Guide
ShoreTel 11.1 57
extension that is staffed at all times, or a night chime that can be answered by any
employee. If you route calls to a receptionist’s position that is not always staffed or the
receptionist needs to be mobile, consider installing a cordless telephone for the receptionist
to wear while roaming around the office. If this is not an option, make sure the
receptionist’s call handling modes are set up appropriately.
4.3.1 Trunk Considerations
An auto-attendant menu can be reached through analog loop-start, digital loop-start, and
T1/E1 PRI trunks by pointing the trunk group at the desired menu. You can also reach a
specific menu using DID or DNIS entries received over analog wink-start, digital wink-
start, or T1/E1 PRI trunks.
The ShoreTel system supports International Caller ID, Caller ID Name, Caller ID Number,
ANI, and DNIS. The Caller ID and trunk group or DNIS information is provided to the user
to assist in answering the call.
4.3.1.1 Call Routing and Collecting Caller ID Information
The switch delays each inbound loop-start call by 1.5 rings to collect caller ID information
before ringing the user’s telephone. This allows caller ID information to reach the user’s
client at the time the call rings the extension, rather than after it rings the extension.
Features available on trunks vary by trunk type. See Chapter 5, starting on page 67, for
more information.
4.3.2 After-Hours Call Routing
For after hours, weekends, and holidays, consider how your call flow will change.
Typically, a different prompt is played, since callers are routed directly to voice mail rather
than to workgroups or the operator.
4.3.3 Example of Auto-Attendant Call Routing
In the call flow example shown in Figure 4-1, all calls are received by the auto-attendant.
The calling party can choose to be directed to:
The support workgroup by dialing a digit.
Calls are presented to the support workgroup 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.
An employee using Dial by Number or Dial by Name.
Calls are presented to the employee with a mailbox that provides coverage. The
calling party can dial “0” in the mailbox to reach the employee’s personal assistant,
or “9” to return to the auto-attendant.
The operator by dialing the digit 0.
Calls are presented to the operator. If the operator does not answer, a backup
operator provides coverage using the operator’s call handling modes. If the backup
operator does not answer, a mailbox provides coverage, and the calling party can
dial “0” in the mailbox to reach the operator’s personal assistant, or “9” to return to
the auto-attendant.
In this example, the workgroup, users, and operator route calls directly to voice mail after
hours.
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