Specifications

ShoreTel 6.1 Administration Guide 12 – 1
C HAPTER 12
Configuring the
Auto-Attendant
This chapter provides information about configuring the auto-attendant. It includes the
following sections:
• Multiple Auto-Attendants
• Menus
• Scheduling
The auto-attendant can answer incoming calls and transfer a caller to an extension, a
mailbox, another menu, a workgroup, or a route point. It also includes a dial-by-name
feature that transfers callers to the system directory, where they can connect to an
extension by dialing the user’s name.
Multiple Auto-Attendants
Multiple auto-attendants can be configured for different user groups or departments,
and each auto-attendant configuration can have multiple levels of menu options.
When the “main” auto-attendant is reached, it provides options for forwarding calls to
individual user extensions. It can also provide options for forwarding calls to the sales
department and customer operations department auto-attendants. From the sales or
customer operations auto-attendants, callers are given options that transfer calls to the
appropriate extension.
The dial-by-name operation of the auto-attendant can be limited to a department or
other organizational sub-group by associating the operation with an extension list. To
create extension lists, see “Extension Lists” on page 10-49. Only users that have been
selected to be included in the dial-by-name list will be included. For more information,
see “Individual Users” on page 10-17.
When callers are transferred back to the auto-attendant, either willingly or because of
an error, they are returned to the default auto-attendant menu on the associated server.