ShoreTel AP110 Specifications download pdf (Page 114)

Personalized Call Handling ShoreWare Server Release Notes

Page 114

Description

Introduction

A Call Routing Plan manages a user's inbound voice calls. The plan consists of call

handling rules, each of which specifies a method of handling a call when a condition set is

valid. The plan enables and prioritizes selected rules. The user's inbound calls are evaluated

against the call handling rules. The highest priority rule with conditions that are satisfied

define the handling method for the call.

This section describes the structure and call handling rules, followed by a discussion of

creating a call routing plan from these rules.

Call Handling Rules

Call handling rules define evaluation conditions and handling action. When the rule is

active and the condition is satisfied, the action determines how the call is handled.

Three components comprise a call handling rule: name, condition, and action. The

following sections describe call handling rule components.

Name

The name is the label by which Call Manager and Director refer to a call handling rule.

Users specify the name when they create the rule.

Condition

The condition is the filtering criteria that determines if a corresponding call handling

action is performed. When a condition statement consists of multiple criteria, each

criterion must be satisfied or the action is not performed.

Call Handling Rules defines the following six types of criteria

• Phone number match: The phone number match is satisfied when the caller ID of the

inbound call is a subset of the specified match type. Users can specify a maximum of

ten phone number match entries.

Users can select one of the following match types:

— specific number – user specifies the number that must match the caller ID; numbers

can be internal extension or phone number external to the system.

— off system extension – user specifies the off system extension that must match the

caller ID.

— any internal extension starting with – user specifies the digits that must match the

first digits of numbers originating from internal callers.

— any external extension starting with – user specifies the digits that must match the

first digits of numbers originating from phone numbers external to the system.

— private – matches all calls that are identified by caller ID as private.

— out of area / unknown – matches all calls that caller ID identifies as out of area or

unknown.

— Every internal number – matches all calls originating from a device within the

ShoreTel network.

— Every external number – matches all calls originating from a device not located

within the ShoreTel network.

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