Change call answering preference

[southeasternMI]

We just installed ShoreTel and it seems that all the incoming calls have first priority over any other phone function. If we have someone on hold and start to transfer them or just keep them on hold and want to call someone internal and an incoming call comes in, the system makes us answer the incoming before we do anything else. You would think this is a answer preference, but it doesn't seem so. I have played around with the speaker, handset mode preference and it doesn't seem to matter.
Any help would be appreciated.

[Palitto Consulting]

I would expect this is because most people expect to be connected to the calling party when they pick up a ringing phone. I think I understand where you're coming from, but I also agree with ShoreTel's default choice.

Some possible solutions:
1. Set call stack depth to 1. This is the "big hammer" approach.
2. Train the users to use call appearance buttons. Hopefully you have phones that have them.
3. Train internal callers to check someone's status before they make a call, and don't call if the other party is already on the phone.
4. There is no easy way to modify this via a custom, but there may be some way. Perhaps Professional Services could come up with some additional ways.

[southeasternMI]

This is how I would think the system should act on second calls. If I have the first caller on hold, with the handset to my ear and a second call comes in, I should hear a beep from the handset and my line button should start to blink. I then have the choice to finish up with the first caller and then answer the second call or leave the first call on hold and answer the second call by pressing the proper line button. I have seem many of ShoreTel systems function this way. Am i missing something?
What happens now is the total opposite. When the first call is on hold and a second call comes in the phone auto answers the call, we have no choice, the second call just connects.

[Palitto Consulting]

Hmm, sorry, I misunderstood.

The system works exactly as you described on 7.5 and 8.1. I cannot reproduce the problem you're having.