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I am reading the Admins guide that is on the ShoreTel server. The server is up and running currently and I do not have a test system to play with any functionality. I am trying to figure out a flow of how I should set up the system. Our director posed a certain flow on how incoming calls should be handled. Here is how it works:
1.) Incoming Call
2.) Based on Time of Day call either gets routed to a receptionist if she is available or routed to a greeting where the user selects which workgroup they want to reach. If the call comes in during off hours the user can request to be routed to an extention or they reach the receptionist voicemail.
3.) If the call is received during on hours the system will allow for user input so the call can be routed to the appropriate destination such as sales or tech support or voice mail or a dial by name directory.
4.) If no one is logged in call goes to voice mail.
5.) If someone is logged in and someone is available it goes to the Agent.
6.) If the agent is logged in and unavailable the call goes to next on queue.
Reading through the shoretel admin guide there is no step by step to setting up a standard phone network. Huntgroups Workgroups Route Points are all listed but there is no flow on how things should be setup. Basically I am looking for some direction and I will read and attempt to understand till I am blue in the face but without the direction I am lost in another hfmanual with everything line itemed but no direction ;/.
Help Please.
And yes I did use the search function to research workgroups. I know that is what I need to use but did not see anything that helps me in the right direction.
1.) Incoming Call
2.) Based on Time of Day call either gets routed to a receptionist if she is available or routed to a greeting where the user selects which workgroup they want to reach. If the call comes in during off hours the user can request to be routed to an extention or they reach the receptionist voicemail.
3.) If the call is received during on hours the system will allow for user input so the call can be routed to the appropriate destination such as sales or tech support or voice mail or a dial by name directory.
4.) If no one is logged in call goes to voice mail.
5.) If someone is logged in and someone is available it goes to the Agent.
6.) If the agent is logged in and unavailable the call goes to next on queue.
Reading through the shoretel admin guide there is no step by step to setting up a standard phone network. Huntgroups Workgroups Route Points are all listed but there is no flow on how things should be setup. Basically I am looking for some direction and I will read and attempt to understand till I am blue in the face but without the direction I am lost in another hfmanual with everything line itemed but no direction ;/.
Help Please.
And yes I did use the search function to research workgroups. I know that is what I need to use but did not see anything that helps me in the right direction.
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