Installation guide

72 Planning and Installation Guide ShoreTel 14.2
Routing Calls Overview
4
Overview
The purpose of this chapter is to help with identifying the appropriate routing for inbound and outbound
calls. This information is important for determining the requirements for configuration and trunking.
Before installing a voice communications system, one of the most important decisions to make is how
to route incoming calls. The voice communications includes the inbound calls to the ShoreTel
customer, its individual employees, or a group of employees. The consideration is important for routing
calls to their intended destination and also routing calls when they cannot reach their destination. Calls
that fail to reach the intended person or group can then go to an auto attendant, operator, off-site
number, pager, cell phone, or voice mail.
Another consideration is the outbound call routing. Every site has trunks that support outbound and
inbound calls, and the outbound calling behavior also needs planning. At least one trunk at a site must
also be able to support emergency calls.
For information about other aspects of designing a voice communications network, see Planning and
System Design on page 25.
Call routing for a ShoreTel Enterprise Contact Center Solution is a separate task. This document does
not describe Enterprise Contact Center. For more information on the ShoreTel Enterprise Contact
Center Solution, refer to the ShoreTel Enterprise Contact Center Solution Administration Guide.
Recommendations
Consider the following recommendations when designing your call flow plan:
 Determine how calls should reach employees and workgroups. You need to identify the desired
call routing for inbound calls at each site.
 Identify contingencies, such as alternate plans in the event that the receptionist has an unplanned
absence, or the physical phone fails. For example, creating hunt groups can ensure an operator is
available if the receptionist or workgroup is unavailable.
 Consider the inter-site call flow, such as your operator’s or receptionist’s role in handling inbound
calls, and the role of others who are not physically present at the main site.
 Identify call flow early. Do not wait until the last minute, or try to identify the call flow the day of cut-
over.
 Interview the key members of your organization, such as workgroups, operators, assistants, and
executives, to determine their individual preferences and needs, and make sure they agree with
any decisions that affect their respective areas.
 Create an off-hours call routing plan.