Specifications

ShoreWare Server Release Notes Personalized Call Handling
ShoreTel 9.1 Page 115
• I am on the phone: This criterion is satisfied when the user’s phone is busy.
• Call Handling Mode: This criterion is satisfied when the user’s active Call Handling
Mode matches the specified mode.
• Time of day: This criterion is satisfied when the call is received during the specified
time ranges. Time of day entries are based on the timezone setting of the site to which
the user is assigned.
• Day of week: This criterion is satisfied when the call is received on one of the specified
days. Day of week entries are based on the timezone setting of the site to which the
user is assigned.
• DNIS Match: This criterion is satisfied when the DNIS of the inbound call matches the
specified number.
Workgroup and Hunt Group DNIS numbers are not propagated to members that
answer group calls. This prevents the filtering calls on the basis of DNIS numbers not
directly associated to the entity ultimately receiving the call.
Action
The action specifies the resolution for calls that match the specified condition. Call
Handling Rules define the following five action types:
• Forward Call to Specific Number: This action routes the call to the specified number.
Users can select one of the following number types:
— Specific Number
—Off System Extension
• Forward Call to Voice Mail: This action routes the call to the recipient’s voice mail.
• Forward Call to Auto Find Me: This action routes the call to voicemail, which then
forwards the call to the recipient’s Find Me number.
• Forward Call to Announced Find Me: This action routes the call to voicemail, which
then forwards the call to the recipient’s Find Me number. The system attempts to
announce the caller’s name to the recipient, which may require the caller to record their
name before the call is presented to the recipient.
• Play Ringtone: This action programs the ShorePhone to play the designated ring tone
that announces the presence of the inbound call to the recipient.
Call Routing Plan
Definition
The Call Routing Plan is the data structure that determines the routing method of a user’s
inbound calls. The following sections describe the composition and operation of a call
routing plan.
Components
A call routing plan consists of a maximum of ten call handling rules. The plan specifies the
rules that are active and lists the rules in the order by which they are used to evaluate
characteristics of the inbound call.