Installation guide

Direct All Calls to Extensions Routing Calls
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ShoreTel 14.2 Planning and Installation Guide 79
Direct All Calls to Extensions
ShoreTel recommends using Direct Inward Dial (DID) trunks so that callers can dial extensions directly
without having to go through the operator. This provides the most efficient, professional call handling
experience to your customers.
In the event that an individual is not available, preconfigured call handling modes route callers. This
routing might include a cellular telephone, a pager, an alternate extension, or a personal assistant.
Additionally, consider using the voice mail notification capabilities of the ShoreTel system when
employees are not able to answer the telephone but need to stay in touch.
Even if you choose to direct all calls to extensions, you should still configure the auto attendant for Dial
by Number, Dial by Name, and zero out to an operator.
Trunk Considerations
When using Direct Inward Dial, you must use analog wink-start, digital wink-start, SIP or T1/E1 PRI
trunks. The ShoreTel system can receive Automatic Number Identification (ANI) over analog and
digital wink-start trunks as well as Caller ID Number over T1/E1 PRI.
Features available on trunks vary by trunk type. See Trunk Planning and Ordering on page 85, for
more information.
After-Hours Call Routing
By routing all calls to the individual extensions, each individual user and workgroup defines its after-
hours call handling.
Example of Direct Inward Dial Call Routing
In the illustration shown in Figure 7, all calls are received by workgroups or by individuals.