Installation guide

78 Planning and Installation Guide ShoreTel 14.2
Routing Calls Direct All Calls to a Live Operator
4
Figure 6: Operator Call Routing
 Calls are transferred 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.
 Calls are transferred to the employees with a mailbox that provides coverage.
The calling party can dial “0” in the mailbox to reach his or her personal assistant, or “9” to return to
the auto attendant.
 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, after-hours call routing is handled by an auto attendant in a very similar fashion to the
previous example, which is shown in Figure 5 on page 74. To start after-hours call handling, the
operator changes his or her call handling mode. This can be done automatically using Microsoft
Outlook Calendar in conjunction with Automated Call Handling, although it does require the operator’s
personal computer to remain connected with Microsoft Outlook running on it.