Installation guide

Trunk Considerations Routing Calls
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ShoreTel 14.2 Planning and Installation Guide 81
Trunk Considerations
An auto attendant menu can be reached through analog loop-start, digital loop-start, SIP, 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 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 will be provided to the user to assist in
answering the call.
When using Direct Inward Dial, you must use analog wink-start, digital-wink start, 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
For after hours, weekends, and holidays, you should consider how your call flow will change. Typically,
a different prompt should be played, since callers are routed directly to voice mail rather than to
workgroups or the operator.
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, when 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 unavailable.
By routing all calls to the individual extensions, each individual user and workgroup defines its after-
hours call handling.
Example of Blended Call Routing
In the example shown in Figure 8, a mix of inbound call routing is used.