Customizations Personalizing Call Handling
ShoreTel 14.2 ShoreTel Communicator for Windows 86
Forward calls. Select whether you want your calls to be forwarded Always, When no answer or
busy, or Never. If you select either of the first two options, you can change the default
destination(s) (described in the field below) of your forwarded calls by clicking Change
Destination. Use the resulting dialog box to find and choose the new destination(s), and then
click OK.
For the option When no answer or busy, two destinations are specified: the destination when a
call is not answered after the specified number of rings, and the destination when a call is not
answered because the line was busy.
You find a destination by entering information on the destination in the field; matches from the
directory are displayed as the text is entered. If you are specifying the destination when a call
is not answered, you can select the number of times the phone rings before being forwarded
from the Forward after field.
When caller presses “0”, transfer to. To designate a recipient of your calls other than the
operator when the caller presses 0 (zero) while listening to your voice mail greeting, find and
choose the recipient from the associated field.
You find a recipient by entering information on the recipient in the field; matches from the
directory are displayed as the text is entered.
Scheduled mode change. If the call handling mode allows for schedule mode changes,
choose the appropriate schedule from the associated field’s drop-down menu.
Schedules are created and maintained by your system administrator. Contact your system
administrator for a explanation of a schedule or if you need a custom schedule.
Voice mail escalation profile. If you want to assign a voice mail escalation profile to the call
handling mode, from the drop-down list, select the profile you want to use.
A voice mail escalation profile defines a series of contact attempts when you do not respond to
an inbound voice message requiring an immediate response. These profiles are specified on
the Options and Preferences > Escalation page. For more information, see Specifying Voice
Mail Options on page 88.
Call handling note. Enter details about the definition of this call handling mode.
Personalizing Call Handling
Personalizing call handling allows you to create personal rules that further define call routing.
You can also modify and delete personal rules.
Creating a personal rule
1. From the Options and Preferences window, click Personalized Call Handling.
The Personalized Call Handling page is displayed.
You must have the appropriate license to personalize call handling.
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