Chapter 10: Shared Call Appearance ShoreTel Communicator for Windows
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10.1.2 Using Shared Call Appearance
A typical Shared Call Appearance application includes a Hotline circuit between an
executive and an assistant. The hotline circuit is used by the assistant to relay the status of
calls requiring the executive’s attention.
The following sections describe the set up and performance of Shared Call Appearance and
Hotline circuits for this typical scenario.
10.1.2.1 Configuring Shared Call Appearance
Setting up a Shared Call Appearance – Hotline connection between a executive extension
(executive) and an assistant user requires the following steps:
Step 1 Convert the executive’s extension to a Executive Extension, as described in
Section Executive Extension on page 141. This step configures the executive’s
Call Appearances as aBCAs.
Step 2 Configure the executive’s ShorePhone or ShoreTel Communicator to access the
hotline circuit. Refer to the Hotline section for configuration details.
Step 3 Configure the Assistant user to access the aBCA associated with the executive
extension
Step 4 Configure the Assistant user’s ShorePhone or ShoreTel Communicator to access
the hotline circuit. Refer to the Hotline section for configuration details.
10.1.3 Shared Call Appearance Inbound and Outbound Calls
10.1.3.1 Inbound Calls
The following scenario describes a typical process of receiving calls for an executive by an
assistant through Shared Call Appearances.
Step 1 The inbound call flashes an aBCA indicator on the assistant’s and executive’s
calling devices – ShorePhone or ShoreTel Communicator.
The executive can answer the call at this time and eliminate the assistant’s role.
Step 2 The assistant user answers the call that is flashing on the aBCA button and
determines the caller’s name and purpose.
Step 3 The assistant user places the call on hold.
NOTE: Executive call timer gets reset if Executive puts call on hold.
Step 4 The assistant user presses the hotline button to call the executive.
Step 5 The assistant user advises the executive of the call in progress and provides
instructions on picking up the call.
Step 6 The executive picks up the held call by pressing the aBCA button, as instructed
by the assistant.
NOTE: Internal users calling executive will see aBCA's number called party
ID while the call is ringing and actual executive number after the call is
connected.
