Specifications

Planning and Installation Guide 4 – 1
C HAPTER 4
Routing Calls
This chapter helps you identify the desired routing for inbound and outbound calls, so
that you can determine your requirements for configuration and trunking.
When installing a voice communications system, the most important decision you
must make is how to route incoming calls. This includes calls made to your company,
an individual employee, or a group of employees, such as sales or customer support. It
is important to consider not only how calls are initially routed, but also how they are
routed when the person or group is not available to take the call. Will calls be
transferred to the Auto-Attendant, the operator, an off-site number, a pager, or a cell
phone? The ShoreTel 6.1 system is highly flexible and supports numerous methods to
route incoming calls.
In addition, you must consider your outbound call routing plan. You should have
trunks at every site that supports both outbound and inbound calling.
This chapter helps you design the call flow of your new voice communications system.
See Chapter 3, “Planning and System Design,” for information about other aspects of
designing your new voice communications system.
NOTE If you are installing a ShoreTel Contact Center Solution, call routing within the
contact center is configured separately and is not covered in this guide. For more
information on the ShoreTel Contact Center Solution, see the ShoreTel Contact
Center Solution Administration Guide.
Routing Option See
❑ Direct All Calls to an Auto-Attendant
page 4-3
❑ Direct All Calls to a Live Operator
page 4-6
❑ Direct All Calls to Extensions
page 4-9
❑ Blended Call Routing
page 4-11
❑ Analyze Outbound Call Routing
page 4-13