Specifications

Routing Calls
4 – 2 ShoreTel, Inc.
Recommendations
Consider the following recommendations when designing your call flow plan:
• Determine how calls should reach employees and workgroups. You need to
identify the desired call routing for inbound calls at each site.
• Identify contingencies, such as alternate plans in the event that the receptionist
has an unplanned absence, or the physical phone fails. For example, creating hunt
groups can ensure an operator is available if the receptionist or workgroup is
unavailable.
• Consider the inter-site call flow, such as your operator’s or receptionist’s role in
handling inbound calls, and the role of others who are not physically present at
the main site.
• Identify call flow early. Do not wait until the last minute, or try to identify the call
flow the day of cut-over.
• Interview the key members of your organization (workgroups, operators,
assistants, and executives) to determine their individual preferences and needs,
and make sure they agree with any decisions that affect their respective areas.
• Create an off-hours call routing plan.
Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be
accessed through an extension, DID, and/or DNIS. Hunt groups are supported by
ShoreGear switches and remain available when connectivity to the Headquarters server
is lost. A single switch can host up to 8 hunt groups and a maximum of 16 extensions
total per switch. The hunt group can be used as the backup destination for an operator
or workgroup, so that basic hunting occurs even when the operator or workgroup is
not reachable. To maximize reliability, assign hunt groups to a switch close to the
majority of the members and/or trunks associated with the hunt group.
Hunt groups can be used for:
• Backup Routing for Workgroup
Hunt group can be used when the workgroup server is not reachable because of a
network outage or admission control. When the hunt group is set to offer each
member a single call at a time, then call offering is similar to a workgroup.
• Hunt Group as a Call Forward Destination
In a small office where individuals generally receive calls directly, users may want
someone in the office to answer calls when they are unable to answer. Hunt groups
can provide alternate destinations in this case.
• Distribution of Calls to Backup Operators
A hunt group can provide backup operators for the primary operator who handles
calls to a main company number.
• Common Line Monitoring
A hunt group can be used for line monitoring. For example, several operators may
wish to monitor the same line and all have an opportunity to answer calls at the
same time.