Chapter 4: Routing Calls Planning and Installation Guide
ShoreTel 11.1 59
If the operator does not receive a lot of telephone calls and is required to roam
around the office to deliver mail, pick up faxes, make copies, and so on, a two-line
2.4 GHz cordless telephone can be used. The first line is reserved for incoming
calls, while the second line is the operator’s personal extension.
Create hunt groups to ensure someone is always available to take an incoming call.
You can choose to have calls initially routed to the operator and then forwarded to
the auto-attendant after a fixed number of rings.
Operators work in either of two modes:
Answer all calls and transfer them to the appropriate destination.
Answer all calls and hold them until the parties are found.
If your operator works in the second mode, you should consider installing an overhead
paging system or should consider using the Paging Groups feature (see the ShoreTel
Administration Guide for details on Paging Groups).
The ShoreTel system supports single-zone overhead paging on a per-site basis, using the
audio output jack on the switches supplied with the jack. When you need multiple-zone
paging, please use ShoreTel’s online knowledge base, to access the application note on
paging on ShoreTel’s web site at www.shoretel.com.
4.4.1 Trunk Considerations
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 system supports International Caller ID, Caller ID Name, Caller ID Number,
ANI, and DNIS. The Caller ID and trunk group or DNIS information is provided to the user
to assist in answering the call.
Features available on trunks vary by trunk type. See Chapter 5, starting on page 67, for
4.4.2 After-Hours Call Routing
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, if 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 the operator is unavailable.
4.4.3 Example Using Hunt Groups
To route calls to a prioritized list of backup operators, create hunt groups with users who
can serve as backup operators. In this scenario, a primary operator who handles calls to a
main company number requires one or more secondary operators to receive the calls when
the primary operator becomes too busy.
To create a hunt group to back up the primary operator:
Create a hunt group with backup operators.
Enter the main operator and all the backups as members of the hunt group in the
order in which they are to serve as backups.
Set the hunt group for multiple calls to be hunted to a given member.