Chapter 4: Routing Calls Blended Call Routing
ShoreTel 8 Planning and Installation Guide 51
4.6.1 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
The ShoreTel 8 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 8 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 Chapter 5, starting on page 55, for
4.6.2 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.
4.6.3 Example of Blended Call Routing
In the example shown in Figure 4-4, a mix of inbound call routing is used.
•Calls are routed directly to the support workgroup using DID and DNIS entries and
routed through the auto-attendant 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 routed directly to the employees using DID and routed through the auto-
attendant using Dial by Number and Dial by Name with a mailbox that provides
The calling party can dial “0” in the mailbox to reach his or her personal assistant,
or “9” to return to the auto-attendant.
•An operator provides limited call handling functions from individual mailboxes or
In this example, after-hours call routing changes at the auto-attendant and for each of the
workgroups, employees, and the operator, because each workgroup defines its own after-
hours call routing.