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  • Transfer return

    I'm new to ShoreTel so please forgive my ignorance. How do you make a transfered call return to the person who initiated the transfer after x amount of rings? And how do you get a called phone to return a busy tone or some other indication that phone is in do not disturb?:confused1:

  • #2
    If you are doing a 'Blind' Transfer, you cannot. (unless you are an Operator, then you may 'Drag' the call back)
    If you are doing a 'Screened' Tranfer, you should be able to cancel the transfer by following the screen on your phone or Call Manager.

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    • #3
      It sounds as though you have replaced a Key system. On most PBX systems the transfered call is either handled by the end user or by voice mail if the user does not answer. In ShoreTel your transfer call is handled according to how the end users current call handling mode is configured. By default all (4) "do not disturb" call handling modes are to go directly to voice mail. Every call handling mode is configurable per user. You can configure it to ring the phone x amount of times and then forward back to the operator, but I contend that is not the definition of do not disturb.

      For the second question, I do not believe there is a way to get a busy tone from an end user device, nor can I think of a reason you would want to. Do you really want a customer to hear a busy signal once they have entered the PBX??? The only time they should get a busy is if they cannot reach the PBX. As far as presence information to see if a user is on do not disturb, the personal call manager client can give you this information.

      If they require the "transferring party" to be responsible for the call, they should use the Park option and park the call to the persons phone. They will then need to intercom the person and let them know they have a call. If the call is not picked up in an X amount of time (configurable) the call is pushed back to the person who parked the call

      For ease of understanding - consider that a transfered call is no longer your responsibility - a parked call is.

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