Specifications

Routing Calls
Planning and Installation Guide 4 – 9
Direct All Calls to Extensions
ShoreTel recommends using Direct Inward Dial (DID) trunks so that callers can dial
extensions directly without having to go through the operator. This provides the most
efficient, professional call handling experience to your customers.
In the event that an individual is not available, preconfigured call handling modes
route callers. This routing might include a cellular telephone, a pager, an alternate
extension, or a personal assistant. Additionally, consider using the voice mail
notification capabilities of the ShoreTel 6.1 system when employees are not able to
answer the telephone but need to stay in touch.
Even if you choose to direct all calls to extensions, you should still configure the auto-
attendant for Dial by Number, Dial by Name, and zero out to an operator.
Trunk Considerations
When using Direct Inward Dial, you must use analog wink-start, digital wink-start, SIP
or T1/E1 PRI trunks. The ShoreTel 6.1 system can receive Automatic Number
Identification (ANI) over analog and digital wink-start trunks as well as Caller ID
Number over T1/E1 PRI.
NOTE Features available on trunks vary by trunk type. See Chapter 5, “Trunk Planning
and Ordering,” for more information.
After-Hours Call Routing
By routing all calls to the individual extensions, each individual user and workgroup
defines its after-hours call handling.
Example of Direct Inward Dial Call Routing
In the illustration shown in Figure 4-3 on page 4-10, all calls are received by
workgroups or by individuals.
• Calls are routed directly 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.
• Calls are routed directly to the employees with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
• An operator provides limited call handling functions from individual mailboxes or
the automated attendant.
In this example, after-hours call routing is received by the workgroups and individual
employees.