Installation guide

74 Planning and Installation Guide ShoreTel 14.2
Routing Calls Direct All Calls to an Auto Attendant
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Figure 5: Auto Attendant Call Routing
Organize the auto attendant with options for various departments. In addition, include an out for callers
if they must speak to a live attendant or have a rotary telephone. This destination must be one that will
always be answered. In many cases, it is a receptionist’s extension that is staffed at all times, or a
night bell that can be answered by any employee. If you route calls to a receptionist’s position that is
not always staffed or the receptionist needs to be mobile, consider installing a cordless telephone for
the receptionist to wear while roaming around the office. If this is not an option, make sure the
receptionist’s call handling modes are set up appropriately.
Trunk Considerations
An auto attendant menu can be reached through analog loop-start, digital loop-start, 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 ShoreTel system supports International Caller ID, Caller ID Name, Caller ID Number, ANI, and
DNIS. The Caller ID and trunk group or DNIS information is provided to the user to assist in answering
the call.