Specifications

Emergency 911 Operations
B – 8 ShoreTel, Inc.
Available Caller ID Options
User’s Caller ID number – Each user can be assigned a caller ID number that will
identify him during outbound calls. This caller ID number is typically used for
outbound calls from the ShoreTel system when you do not want the receiving party to
know the calling party’s DID number. For example, an ACD agent may use caller ID to
ensure that returned calls will go to a queue of sales agents, rather than directly to his
desk. Similarly, this caller ID number can be sent to the service provider to identify the
user when he places an outbound 911 call. The user’s caller ID number is a very specific
way of identifying the location of an individual user and is therefore likely to become
less accurate over time as the PSAP’s 911 database becomes out of date. Sending the
CESID for outbound 911 calls is best for smaller organizations (see ) and is defined on
the User Edit page. You must select the “Send Caller ID as Caller’s Emergency Service
Identification” check box on the user group page.
NOTE In the scenarios described above and below, the user’s caller ID number will only
be sent when the user is at his home port. If the user is not at his home port,
then the next available caller ID type is sent (refer to the list on page B-7).
User’s DID number – The DID number (Direct Inward Dialing) is the number someone
dials from outside the ShoreTel system to reach a user at her desk. The DID is what
most people would consider to be a “normal” telephone number. This DID number can
be sent to the service provider to identify the user when she places an outbound 911
call. Although this is the most granular way of identifying users, it is also the most
likely to become out of date in the PSAP’s 911 database as people come and go. Sending
the DID number for outbound 911 calls is most appropriate for smaller organizations
(see ) and is defined on the User Edit page. You must select the “Send DID as Caller’s
Emergency Service Identification” check box on the user group page.
Figure B-2 Caller ID Options for Small Offices