Installation guide

76 Planning and Installation Guide ShoreTel 14.2
Routing Calls Direct All Calls to a Live Operator
4
 If the organization is a large one, consider using the ShoreTel IP Phone -BB24 button box. The
button box provides additional shortcut functions for ShoreTel IP Phone multiline phones. The
button box behaves like an additional set of 24 custom buttons that can be used by the operator to
quickly and easily route calls to executives and to other employees who receive a high volume of
phone calls. A maximum of 4 BB24 devices can be connected to each multiline phone.
 If the operator does not receive a lot of telephone calls and is required to roam around the office to
deliver mail, pick up faxes, make copies, and so on, a two-line cordless telephone can be used.
The first line is reserved for incoming calls, while the second line is the operator’s personal
extension.
 Create hunt groups to ensure someone is always available to take an incoming call.
 You can choose to have calls initially routed to the operator and then forwarded to the auto
attendant after a fixed number of rings.
Operators work in one of two modes:

Answer all calls and transfer them to the appropriate destination.

Answer all calls and hold them until the parties are found.
If your operator works in the second mode, you should consider installing an overhead paging system
or should consider using the Paging Groups feature. Refer to the ShoreTel Administration Guide for
details about Paging Groups.
The ShoreTel system supports single-zone overhead paging on a per-site basis, using the audio
output jack on the switches supplied with the jack. When you need multiple-zone paging, please use
ShoreTel’s online knowledge base at www.shoretel.com to access the application note on paging.
Trunk Considerations
The operator can be reached through analog loop-start, digital loop-start, and T1/E1 PRI trunks by
pointing the trunk group directly at the operator. You can also reach the operator 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.
Features available on trunks vary by trunk type. See Trunk Planning and Ordering on page 85, for
more information.
After-Hours Call Routing
If you route all calls to the operator’s extension, auto attendant scheduling does not apply; only those
calls routed to the auto attendant use the schedule. Therefore, if you want to use the off-hours, holiday,
and custom schedules, set the operator’s call handling mode to forward all calls to the auto attendant
when the operator is unavailable.