Installation guide

124 Planning and Installation Guide ShoreTel 14.2
Network Call Routing Account Codes
7
Account Codes
If Account Code Collection Service is enabled, when a user dials a number that is outside the scope of
his or her call permissions, the call is automatically routed to the Account Code Collection Service
extension on the headquarters (HQ) server or Distributed Voice Server (DVS). The Account Code
Collection Service captures call details that can be reviewed in the call detail reports. For more
information on these reports, refer to the ShoreTel System Administration Guide.
The collection of account codes is enabled on a per-user group basis and can be set to be one of three
states: disabled, optional, or forced.
The Account Code Collection Service is associated with a configurable extension and has a dedicated
user group that defines ultimate call permissions and trunk group access.
When account code collection is enabled or forced for a member of the user group, calls placed via the
telephone or the ShoreTel Communicator are first filtered by call permissions. Calls restricted by call
permissions are automatically routed to the extension associated with the Account Code Collection
Service. Upon receiving the call, the Account Code Collection Service prompts the user to enter an
account code and press the pound (#) key.
If the user enters an account code that does not match the digits in a stored account code, the system
plays a message explaining the problem and prompts the user to re-enter the account code. When the
user enters an account code that matches one of the stored codes, the code is collected, and the call
is completed.
Call Permissions specifies the dialed numbers that are directed to the Account Code Collection
Service for any user groups configured for account codes.
Calls redirected to the account codes extension are completed using the trunk access and call
permissions associated with the Account Code Collection Service.
The Account Code Collection Service examines outbound calls against two sets of permissions:
 Checks call permissions for the caller’s user group to determine if an account code must be
collected.
 If user group permissions specify the collection of an account code, a check is performed on the
call permissions for the Account Code Collection Service to determine whether call will be
permitted or rejected.
If the call is rejected, the intercept tone is played.
The Account Code Collection Service is associated with a system extension hosted on a SoftSwitch
that runs on the HQ server or user’s managing DVS.
If the SoftSwitch is unavailable to the ShoreTel Voice Switch from which a call originates, the call is
handled according to the permissions set for the caller’s user group. Calls placed by users who are
configured for optional account code collection are placed. Calls placed by users who are configured
for forced account code collection are rejected.