Installation guide

80 Planning and Installation Guide ShoreTel 14.2
Routing Calls Blended Call Routing
4
Figure 7: Direct Inward Dial Call Routing
 Calls are routed directly to the support workgroup 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 with a mailbox that provides coverage.
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 the auto
attendant.
In this example, after-hours call routing is received by the workgroups and individual employees.
Blended Call Routing
Communication systems typically use a mix of automated, live, and DID call routing to maximize user
satisfaction as well as efficiency and flexibility. This usually includes taking a published main telephone
number and routing it to the auto attendant, as well as installing DID lines that route calls directly to
different workgroups and individual employees.