Planning and Installation Guide Chapter 4: Routing Calls
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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 be 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, see Section 12.10 on page 171.
4.4.4 Example of Operator Call Routing
In the example call flow shown in Figure 4-2, all calls are received by the operator, who
then transfers the calls to the appropriate destination.
Calls are transferred 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.
Calls are transferred to the employees 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.
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, after-hours call routing is handled by an auto-attendant in a very similar
fashion to the previous example (Figure 4-1). To start after-hours call handling, the
operator changes his or her call handling mode. This can be done automatically using
Microsoft Outlook Calendar in conjunction with Automated Call Handling (although it
does require the operator’s personal computer to remain connected with Microsoft Outlook
running on it).
4.5 Direct All Calls to Extensions
ShoreTel recommends using Direct Inward Dial (DID) trunks so that callers can dial
extensions directly without having to go through the operator. This provides the most
efficient, professional call handling experience to your customers.
In the event that an individual is not available, preconfigured call handling modes route
callers. This routing might include a cellular telephone, a pager, an alternate extension, or a
personal assistant. Additionally, consider using the voice mail notification capabilities of
the ShoreTel system when employees are not able to answer the telephone but need to stay
in touch.
Even if you choose to direct all calls to extensions, you should still configure the auto-
attendant for Dial by Number, Dial by Name, and zero out to an operator.
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