Specifications
Planning Applications and Services
Planning and Installation Guide 11 – 17
Automated Attendant
The ShoreTel 6.1 system comes bundled with an automated attendant feature that runs
on each of the voice application servers allowing high availability. The system supports
up to 256 menus with four scheduled modes, providing a simple, flexible solution.
Some useful applications for the auto-attendant menus are:
• Answering the main number
• Routing calls to workgroups (sales, support, human resources, and so on)
• Providing automated directions
• Providing a way for users to log in to voice mail (“#” recommended)
Although the automated attendant is a useful tool, you should take care to design a
menu structure that does not frustrate your callers. Here are some helpful hints to keep
in mind:
• Do not cascade menus more than two or three deep.
• Provide a “zero-out” option on every menu, routing the call to a live human being
(“0” is recommended).
• Remember to provide an option to return to the previous menu (“*” is
recommended).
• Try to keep prompts short, quick, and efficient.
Call Handling Delegation
Some users of the ShoreTel system, particularly senior management, often have an
administrative assistant who helps them manage items such as their email, calendar,
and voice communication. The ShoreTel 6.1 system administrator can grant permission
from ShoreWare Director to individual users to change another’s current call handling
mode (CHM) settings. Users who have been delegated to change CHM settings can
make changes to the current CHM settings for other users using Operator Call
Manager. The Web Access CHM client also includes this capability. For more
information on configuring call handling delegation, see the ShoreTel 6.1 Administration
Guide.
Web Access
Web Access is a browser-based interface that allows users to change their call handling
mode and options. Mobile users can change their call handling options from any
computer connected to the intranet or Internet. Web Access can be a public URL for
remote access or restricted to the WAN.
To open ShoreTel Web Access from within a ShoreTel 6.1 system:
Step 1 Open your browser and type:
http://<servername>/shorewarewebclient
in the URL address text box, where <servername> is the name of your
ShoreTel server.
Step 2 Press Enter. The Web Access login page appears in your browser.