Specifications

Routing Calls
Planning and Installation Guide 4 – 3
Direct All Calls to an Auto-Attendant
You can direct all inbound calls to the automated attendant, and prompt the calling
party to route the call, based on menu options. Auto-attendant answering is typically
used by smaller companies and smaller locations that do not choose to use direct
inward dial (DID) numbers. See Figure 4-1 on page 4-5 for an illustration of auto-
attendant call flow.
Organize the auto-attendant with options for various departments. In addition, include
an “out” for callers if they must speak to a live attendant or have a rotary telephone.
This destination must be one that will always be answered. In many cases, it is a
receptionist’s extension that is staffed at all times, or a night chime that can be
answered by any employee. If you route calls to a receptionist’s position that is not
always staffed or the receptionist needs to be mobile, consider installing a cordless
telephone for the receptionist to wear while roaming around the office. If this is not an
option, make sure the receptionist’s call handling modes are set up appropriately.
Trunk Considerations
An auto-attendant menu can be reached through analog loop-start, digital loop-start,
and T1/E1 PRI trunks by pointing the trunk group at the desired menu. You can also
reach a specific menu using DID or DNIS entries received over analog wink-start,
digital wink-start, or T1/E1 PRI trunks.
The ShoreTel 6.1 system supports International Caller ID, Caller ID Name, Caller ID
Number, ANI, and DNIS. The Caller ID and trunk group or DNIS information is
provided to the user to assist in answering the call.
Call Routing and Collecting Caller ID Information
The switch delays each inbound loop-start call by 1.5 rings to collect caller ID
information before ringing the user’s telephone. This allows caller ID information to
reach the user’s client at the time the call rings the extension, rather than after it rings
the extension.
NOTE Features available on trunks vary by trunk type. See Chapter 5, “Trunk Planning
and Ordering,” for more information.
After-Hours Call Routing
For after hours, weekends, and holidays, consider how your call flow will change.
Typically, a different prompt is played, since callers are routed directly to voice mail
rather than to workgroups or the operator.
Example of Auto-Attendant Call Routing
In the call flow example shown in Figure 4-1, all calls are received by the auto-
attendant. The calling party can choose to be directed to:
• The support workgroup by dialing a digit.
Calls are presented to the support workgroup with a mailbox that provides
coverage. The calling party can dial “0” in the mailbox to reach the workgroup
assistant, or “9” to return to the auto-attendant.
• An employee using Dial by Number or Dial by Name.