Installation guide

Escalation Notifications Planning Applications and Services
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ShoreTel 14.2 Planning and Installation Guide 133
When there are multiple voice mail servers, the system-wide voice mail extension automatically maps
to the extension of the local server. Voice mail media streams are therefore recorded in the CDR
reports by the voice mail extension that actually handles the call.
The ShoreTel system provides each user with five call handling modes, and workgroups with four call
handling modes, allowing employees and workgroups to customize how calls are routed. Employees
typically use Standard call handling mode to route calls to voice mail after three or four rings, and use
Out of the Office call handling mode to route calls directly to voice mail.
Users should consider the following:
 Forwarding calls to a cell phone
 Forwarding calls to an external answering service for critical users or workgroups
You must enable external call handling as part of the class of service for users who want to use these
options.
The Message Notification feature delivers a notice to users that a message has arrived for them.
Notifications can be sent upon receipt of all messages, or only upon receipt of urgent messages. The
system can deliver a notification to the following destinations:
 An E-mail address, which can also include a voice mail attachment in WAV format
 A pager model that allows message notification
 An extension that allows message playback
 An external number, such as a cell phone if it allows message playback.
 Users who address and compose voice mail through the Telephone User Interface (TUI), the
Visual Voicemail application, or the Outlook Voicemail form can mark their messages with a
request for a return receipt.
Escalation Notifications
Similarly, the ShoreTel system can send any of these notifications types to specific members of an
escalation profile, in support of an Escalation Notification feature.
The Escalation Notifications feature is a traditional voice mail feature that allows support groups to
offer round-the-clock service to their customers. For example, if a customer calls into the ShoreTel
system and leaves a message, the voice mail system sends out a page, phone call, or email to a
designated employee in the support department. If this first employee ignores his beeping pager, the
next designated employee within the escalation profile list is contacted, and so on.
Employees in the escalation profile will continue to be contacted sequentially until someone listens to
the voice mail. Refer to Chapter 10, Configuring Users on page 331 in the ShoreTel System
Administration Guide for more information.