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Routing Calls
4 – 8 ShoreTel, Inc.
In this example, after-hours call routing is handled by an auto-attendant in a very
similar fashion to the previous example (Figure 4-1 on page 4-5). To start after-hours
call handling, the operator changes his or her call handling mode. This can be done
automatically using Microsoft Outlook Calendar in conjunction with Automated Call
Handling (although it does require the operator’s personal computer to remain
connected with Microsoft Outlook running on it).
Figure 4-2 Operator Call Routing
- 3HORE4EL 1
- Trademarks 2
- Version Information 2
- Company Information 2
- Contents 3
- HAPTER 4: ROUTING CALLS 4
- HAPTER 6: DIALING PLAN 5
- AND ORDERING 5
- AND SERVICES 7
- Part IV: Managing Cut-Over 10
- Objectives 13
- Audience 13
- Organization 13
- Documentation 13
- Document Conventions 14
- Preface – xvi ShoreTel, Inc 16
- Part I: Introduction 17
- Getting Started 19
- Recommendations 20
- Assembling the Team 20
- ShoreCare ControlPoint 21
- Phase 6: Cut-Over 24
- System Overview 25
- Distributed Call Control 26
- Single System Management 28
- System Reliability 28
- Distributed Switch Control 29
- Embedded IP Phone Display 29
- IP Phone Keep Alive 29
- IP Phone Failover 29
- Distributed CDR 30
- Integrated Applications 31
- Directory Viewer 33
- History Viewer 33
- Call Detail Recording 33
- Desktop Call Control Service 33
- Unified Messaging Service 33
- Optional Applications 34
- Desktop Applications 35
- ShoreGear-120/24 37
- ShoreGear-60/12 37
- ShoreGear-40/8 37
- ShoreGear-T1 37
- ShoreGear-E1 38
- ShorePhone-AP100 38
- ShorePhone-IP100 38
- ShorePhone-IP110 39
- ShorePhone-IP210 39
- ShorePhone-IP212k 39
- ShorePhone-IP230 39
- System Capacity 41
- System Design 45
- Planning and System Design 47
- Determine System Topology 48
- Teleworker Sites 49
- Telephone Requirements 49
- WAN Connections 53
- 3 – 8 ShoreTel, Inc 54
- Routing Calls 55
- Trunk Considerations 57
- After-Hours Call Routing 57
- 4 – 4 ShoreTel, Inc 58
- Example Using Hunt Groups 61
- 4 – 8 ShoreTel, Inc 62
- 4 – 10 ShoreTel, Inc 64
- Blended Call Routing 65
- 4 – 12 ShoreTel, Inc 66
- Analyze Outbound Call Routing 67
- 4 – 14 ShoreTel, Inc 68
- Trunk Planning and Ordering 69
- Digital Loop-Start Trunks 71
- Digital Wink-Start Trunks 72
- T1 PRI Trunks 72
- E1 PRI Trunks 73
- SIP Trunks 73
- Understanding Trunk Features 74
- Caller ID Name 75
- Direct Inward Dial (DID) 76
- Outbound Caller ID 77
- Tandem Trunking 77
- Tie Trunks 77
- Ordering Telephone Service 78
- Analog Service 79
- T1 Service 80
- T1 PRI Service 81
- Ordering Service 81
- E1 PRI Service 81
- 5 – 14 ShoreTel, Inc 82
- Dialing Plan 83
- Define Digit Collection 84
- Configuring External Numbers 86
- 6 – 8 ShoreTel, Inc 90
- Define Digit Manipulation 91
- On-Net Dialing 92
- 6 – 14 ShoreTel, Inc 96
- 6 – 16 ShoreTel, Inc 98
- Network Call Routing 99
- Define Network Call Routing 100
- Account Codes 101
- Trunk Availability 102
- Telephone Planning 105
- Application Considerations 106
- Fax Machines and Modems 107
- ShorePhone Telephones 108
- Analog Phone Requirements 110
- 8 – 8 ShoreTel, Inc 112
- Network Requirements and 113
- Preparation 113
- Overview 114
- Advantages of Voice Over IP 114
- Network Requirements 115
- Bandwidth Requirements 115
- Voice Encoding 116
- Jitter for Voice Switches 119
- Packet Loss 120
- Bandwidth Management 120
- • UDP = 5004 121
- Spanning Tree Protocol 123
- Echo Cancellation 123
- WAN Technology Choices 124
- Leased T1 125
- Frame Relay 125
- IP Address Assignment 126
- • Format: Layer2Tagging=N 130
- • Format: VlanId=X 130
- Time Services 131
- Virtual Private Network (VPN) 131
- Tunneling 132
- Encryption 132
- Performance 133
- Firewalls 134
- Media Encryption 136
- Example Network Topologies 138
- Multisite Implementation 139
- Multisite with VPN 140
- Setting Admission Control 143
- 9 – 32 ShoreTel, Inc 144
- Server Requirements 145
- Hardware Requirements 146
- Hard Disk Space Utilization 147
- Software Requirements 149
- Additional Considerations 150
- 10 – 8 ShoreTel, Inc 152
- Planning Applications 153
- Call Permissions 154
- Voice Mail 155
- Distributed Voice Mail 156
- AMIS Protocol Support 156
- SMDI Protocol Support 157
- FindMe Call Handling 157
- Call Sender 158
- Planning Fax Handling 159
- Using a Fax Server 160
- 11 – 14 ShoreTel, Inc 166
- Private Numbers 168
- Automated Attendant 169
- Call Handling Delegation 169
- Web Access 169
- Hunt Groups 170
- Hunt Group Applications 171
- Workgroups 172
- Barge In and Call Monitor 173
- 11 – 22 ShoreTel, Inc 174
- ShoreWare Call Manager 175
- SoftPhone 175
- Enterprise Telephony Features 176
- Paging Groups 177
- Night Bell 177
- Intercom 177
- Call Recording 178
- Make Me Conferencing 179
- ShoreTel Conference Bridge 180
- 11 – 30 ShoreTel, Inc 182
- Desktop Requirements 183
- Site Requirements and 187
- Switch Models 188
- Voice Switch Requirements 189
- Input Power 190
- Power and Heat Dissipation 190
- Environmental Requirements 190
- Reliability and Availability 191
- Connectors 192
- 13 – 8 ShoreTel, Inc 194
- ShoreGear-120/24 Connectors 195
- ShoreGear-60/12 Connectors 195
- ShoreGear-T1 Connectors 196
- ShoreGear-40/8 Connectors 196
- ShoreGear-E1 Connectors 197
- Racks and Cabling 198
- Rack Overview 199
- Connector Pinouts 200
- Converter Patch Cable 203
- RJ-45 LAN Connector 208
- DB-9 Maintenance Connector 209
- Legacy Integration 211
- Introduction 212
- Coordinated Dialing 212
- Trunk Requirements 213
- Coordinated Dialing Plan 213
- PSTN Services 214
- Multi-Site Integration 214
- Single Site Integration 214
- Consolidated Long Distance 215
- Voice Mail Integration 215
- 14 – 6 ShoreTel, Inc 216
- 14 – 8 ShoreTel, Inc 218
- 14 – 10 ShoreTel, Inc 220
- System Requirements 238
- Connection Cable 238
- Tie Trunk Configuration 239
- Services Summary 239
- Trunk Configuration 240
- 14 – 32 ShoreTel, Inc 242
- Part III: Installation and 243
- Configuration Process 243
- IP Phone Installation 245
- Setting IP Address Ranges 248
- DHCP Settings 249
- 15 – 6 ShoreTel, Inc 250
- Installing ShoreGear 251
- Voice Switches 251
- Backup Operator 252
- Important Safety Instructions 252
- Safety with Electricity 252
- 16 – 4 ShoreTel, Inc 254
- Adding a ShoreGear-T1 257
- Packaging Requirements 259
- Regulatory Compliance 260
- Physical Specifications 260
- General Specifications 261
- 16 – 12 ShoreTel, Inc 262
- Server Installation 263
- • Unselect Index Service 264
- 17 – 4 ShoreTel, Inc 266
- Figure 17-1 CD Browser 266
- 17 – 8 ShoreTel, Inc 270
- Figure 17-9 Warning 271
- Install 276
- 17 – 16 ShoreTel, Inc 278
- 17 – 18 ShoreTel, Inc 280
- Desktop Installation 281
- Notifying Users via Email 282
- Installation Procedure 282
- 18 – 4 ShoreTel, Inc 284
- ShoreWare Client Install 285
- Configuring SoftPhone 289
- 18 – 10 ShoreTel, Inc 290
- Microsoft Outlook 2000: 296
- Upgrade Procedures 297
- User Licensing 298
- Other Considerations 299
- Changing the Server Name 300
- Part IV: Managing Cut-Over 301
- Cut-Over 303
- Cut-Over Requirements 304
- Cut-Over Implementation 304
- Basic Cut-Over Checklist 305
- Trunking Cut-Over 305
- Cut-Over of Remaining Devices 306
- Cut-Over Coverage 306
- Cut-Over Worksheet 307
- 19 – 6 ShoreTel, Inc 308
- Training 309
- Training Materials 310
- End-User Training 310
- Operator Training 310
- Workgroup Training 311
- System Administrator Training 311
- 20 – 4 ShoreTel, Inc 312
- International Planning and 315
- Installation 315
- Call Managers 316
- Desktop Operating System 316
- International Trunking 317
- International Telephones 317
- Dialing Plan Considerations 318
- ShoreGear IPBX Voice 319
- Switches 319
- ShoreGear IPBX Voice Switches 322
- B – 4 ShoreTel, Inc 322
- ShoreGear-24 Connectors 324
- ShoreGear-12 Connectors 325
- B – 8 ShoreTel, Inc 326
- B – 12 ShoreTel, Inc 330
- IP Phone Configuration 337
- Navigating the Phone Menu 338
- Menu Options 339
- 230/530/560/560g and BB24 340
- C – 6 ShoreTel, Inc 342
- C – 8 ShoreTel, Inc 344
- Enabling Internet Access to 345
- ShoreTel Web Access 345
- Example 1: 346
- Example 2: 347
- About the httpd.conf file 347
- D – 4 ShoreTel, Inc 348
- ShoreWare Clients on Citrix 349
- E – 4 ShoreTel, Inc 352
- Citrix Application Mode 353
- E – 6 ShoreTel, Inc 354
- Session Initiated Protocol 355
- Supported RFCs 356
- General SIP Comments 356
- F – 4 ShoreTel, Inc 358
- Configuration 360
- Configure the SIP Device 367
- F – 14 ShoreTel, Inc 368
- Glossary 369
- Glossary – 6 ShoreTel, Inc 374
- 2 ShoreTel, Inc 376
- 4 ShoreTel, Inc 378
- 6 ShoreTel, Inc 380
- 8 ShoreTel, Inc 382
- 10 ShoreTel, Inc 384
- 12 ShoreTel, Inc 386
- 14 ShoreTel, Inc 388
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