Specifications

Routing Calls
Planning and Installation Guide 4 – 11
Blended Call Routing
Communication systems typically use a mix of automated, live, and DID call routing to
maximize user satisfaction as well as efficiency and flexibility. This usually includes
taking a published main telephone number and routing it to the auto-attendant, as well
as installing DID lines that route calls directly to different workgroups and individual
employees.
Trunk Considerations
An auto-attendant menu can be reached through analog loop-start, digital loop-start,
SIP, 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 operator can be reached through analog loop-start, digital loop-start, and T1/E1
PRI trunks by pointing the trunk group directly at the operator. You can also reach the
operator 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 will be
provided to the user to assist in answering the call.
When using Direct Inward Dial, you must use analog wink-start, digital-wink start, 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
For after hours, weekends, and holidays, you should consider how your call flow will
change. Typically, a different prompt should be played, since callers are routed directly
to voice mail rather than to workgroups or the operator.
If you route all calls to the operator’s extension, auto-attendant scheduling does not
apply; only those calls routed to the auto-attendant use the schedule. Therefore, when
you want to use the off-hours, holiday, and custom schedules, set the operator’s call
handling mode to forward all calls to the auto-attendant when unavailable.
By routing all calls to the individual extensions, each individual user and workgroup
defines its after-hours call handling.
Example of Blended Call Routing
In the example shown in Figure 4-4 on page 4-12, a mix of inbound call routing is
used.
• Calls are routed directly to the support workgroup using DID and DNIS entries
and routed through the auto-attendant 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.