Specifications

Planning Applications and Services
Planning and Installation Guide 11 – 3
This structure imposes two sets of permissions on outbound calls:
• The call permissions for the user group of the user who places the call are used to
determine if an account code must be collected or not.
• The call permissions for the Account Codes Service determine whether calls are
finally placed, or if the intercept tone is to be played.
Voice Mail
The ShoreTel 6.1 system provides voice mail for all users and workgroups on the
system. The system supports up to 21 application servers—one main server and up to
20 distributed servers. Any of the servers can host the voice mail application.
You should provision a distributed server at any site with more than 100 users to
effectively manage your WAN bandwidth between that site and the headquarters or
main site. In addition, you must add a distributed server with the voice mail
application at any site where the required number of mailboxes exceeds 1,000.
Users should be configured for the server that is located at their home or most frequent
site. If that site does not have a server, the nearest server or headquarters or main server
should be used.
NOTE When there are multiple voice mail servers, the system-wide voice mail
extension automatically maps to the extension of the local voice mail server.
Voice mail media streams are therefore recorded in the CDR reports by the voice
mail extension that actually handles the call.
The ShoreTel 6.1 system provides each user with five call handling modes, and
workgroups with four call handling modes, allowing employees and workgroups to
customize how calls are routed. Employees typically use Standard call handling mode
to route calls to voice mail after three or four rings, and use Out of the Office call
handling mode to route calls directly to voice mail.
Users should consider:
• Forwarding calls to a cell phone
• Forwarding calls to an external answering service (for critical users or
workgroups)
NOTE You must enable external call handling as part of the class of service for users
who want to use these options.
The Message Notification feature of the ShoreTel 6.1 system allows users to be notified
when they receive a message. You can notify upon receipt of all or just urgent voice
messages directly to:
• E-mail notification or attached the voice mail as a .wav file
• A pager (which allows message notification)
• An extension (which allows message playback)
• An external number, such as a cell phone (which allows message playback)
• Users who address and compose voice mail through the Telephone User Interface
(TUI), the Visual Voicemail application, or the Outlook Voicemail form can now
mark composed messages for a “return receipt.”