Specifications

ShoreTel 9.1 Page 113
Personalized Call Handling
Introduction
Definition
Personalized Call Handling defines flexible handling methods for inbound calls from
different callers received at various times and dates. Possible applications for Personalized
Call Handling includes:
• Requiring unidentified callers to announce their name by routing them to Announced
Find Me.
• Assigning different ringtones for selected callers, such as family, personal contacts,
external contacts.
• Routing calls from non urgent sources directly to voicemail or to other extensions.
Personalized Call Handling filters and manages inbound calls on the basis of multiple
criteria including time or date calls are received, end user status, and caller identity.
Personalized Call Handling is implemented through Call Routing Plans and Call Routing
Rules:
• The call routing plan specifies a user’s call handling method. The plan prioritizes a list
of enabled Call Handling Rules.
• A call handling rule is the base unit of a Call Routing Plan that consists of a condition
and action. When a call handling rule is active and the condition is satisfied, the action
specifies the method by which the ShoreTel system handles the user’s call.
Refer to the Glossary for a definition of the following terms used in this release note:
• Active Call Handling Mode
• Announced Find Me
• Auto Find Me
• Call Handling Mode
• Call Handling Rule
• Call Routing Plan
• Find Me
• Off System Extensions
• Personalized Call Handling
Background
Call Handling Modes automate call routing on the basis of a user’s schedule or activity.
Personalized Call Handling defines call handling methods by considering, in addition to
Call Handling Modes, conditions outside the scope of Call Handling Modes.