Installation guide

After-Hours Call Routing Routing Calls
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ShoreTel 14.2 Planning and Installation Guide 75
Call Routing and Collecting Caller ID Information
The switch delays each inbound loop-start call by 1.5 rings to collect caller ID information before
ringing the user’s telephone. This allows caller ID information to reach the user’s client at the time the
call rings the extension, rather than after it rings the extension.
Features available on trunks vary by trunk type. See Trunk Planning and Ordering on page 85, for
more information.
After-Hours Call Routing
For after hours, weekends, and holidays, consider how your call flow will change. Typically, a different
prompt is played, since callers are routed directly to voice mail rather than to workgroups or the
operator.
Example
In the call flow example shown in Figure 5 on page 74, all calls are received by the auto attendant. The
calling party can choose to be directed to one of the following:
 The support workgroup by dialing a digit
Calls are presented to the support workgroup with a mailbox that provides coverage. The calling
party can dial “0” in the mailbox to reach the workgroup assistant, or “9” to return to the auto
attendant.
 An employee using Dial by Number or Dial by Name
Calls are presented to the employee with a mailbox that provides coverage. The calling party can
dial “0” in the mailbox to reach the employee’s personal assistant, or “9” to return to the auto
attendant.
 The operator by dialing the digit 0
Calls are presented to the operator. If the operator does not answer, a backup operator provides
coverage using the operator’s call handling modes. If the backup operator does not answer, a
mailbox provides coverage, and the calling party can dial “0” in the mailbox to reach the operator’s
personal assistant, or “9” to return to the auto attendant.
In this example, the workgroup, users, and operator route calls directly to voice mail after hours.
Direct All Calls to a Live Operator
Some companies choose to answer all inbound calls during business hours with a live operator to give
callers a more personal experience. If you use a live operator, the most important thing to remember is
that the operator’s telephone must always be staffed. ShoreTel recommends the following:
 Use the ShoreTel Communicator - Operator Access software, because the standard telephone
without ShoreTel Communicator manages only a single call at a time. When a second call arrives,
using the Flash button invokes call waiting, generating a swap hold situation in which calls cannot
be transferred. This problem is eliminated when you use the ShoreTel Communicator - Operator
Access software.