Configuring Availability Routing

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ShoreTel Connect CLOUD users can configure different settings for each Availability State from the Call Routing tab on the Phone Settings page in the ShoreTel Connect Portal. Decision Makers and Phone Managers can also change these settings for users on their account.

The Availability Routing subtab displays the current call routing settings based on availability state. You can configure different settings for each of the following Availability States:

To view call routing settings for an availability state:

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone Settings page, click the Call Routing tab, and then click the Availability Routing subtab.
  3. In the My Availability Routing Rules When list, select the availability state to configure call routing for.

    The call routing settings for the selected availability state are displayed.

To configure call routing settings for an availability state:

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone Settings page, click the Call Routing tab, and then click the Availability Routing subtab.
  3. In the My Availability Routing Rules When list, select the availability state to configure call routing for.
  4. Click Configure Availability Settings.

    The Call Routing: Availability Routing dialog box appears.

  5. Configure call routing settings on each panel as desired; click Next to move through the panels.
  6. Click Finish to save your settings and close the dialog box.

For detailed information about configuring the different call routing settings, see the following sections:

Enabling Simultaneous Ring for Availability Routing

You can enable simultaneous ring for an availability state. The numbers to ring and the number of rings settings are based on the user’s main call routing settings. To change these options, see Configuring Main Call Routing Settings.

  1. On the Call Routing tab, in the My Availability Routing Rules When list, select the availability state to configure call routing for.
  2. Next to the current Simultaneous Ring settings, click Change.

    The Call Routing: Availability Routing dialog box appears with the Simultaneous Rings panel displayed.

  3. Select the Also simultaneously ring these numbers check box.
  4. Click Next to continue to the Call Forwarding panel, or click Finish to save your settings and close the dialog box.

Configuring Call Forwarding Settings for Availability Routing

You can choose to route incoming calls in one of the following ways:

To turn off call forwarding:

  1. On the Call Routing tab, in the My Availability Routing Rules When list, select the availability state to configure call routing for.
  2. Next to the current Call Forwarding settings, click Change.

    The Call Routing: Availability Routing dialog box appears with the Call Forwarding panel displayed.

  3. Select Ring my phone until I pick up.
  4. Click Next to continue to the Voicemail Interaction panel, or click Finish to save your settings and close the dialog box.

To forward calls if the user’s phone is not answered after a specified number of rings:

  1. On the Call Routing tab, in the My Availability Routing Rules When list, select the availability state to configure call routing for.
  2. Next to the current Call Forwarding settings, click Change.

    The Call Routing: Availability Routing dialog box appears with the Call Forwarding panel displayed.

  3. Select Forward the call to, and then select one of the following call forwarding options:
    • Select voicemail to forward calls to the user’s voicemail box.
    • Select another number and then in the field that appears, type the number to forward calls to.
  4. Select the number of times to ring the primary numbers before forwarding a call.
  5. Select one of the following options for forwarding calls when the user has more that 8 active calls:
    • Select voicemail to forward calls to your voicemail box.
    • Select another number and then in the field that appears, type the number to forward calls to.
  6. Click Next to continue to the Voicemail Interaction panel, or click Finish to save your settings and close the dialog box.

To forward calls immediately without first ringing the user’s primary phones:

  1. On the Call Routing tab, in the My Availability Routing Rules When list, select the availability state to configure call routing for.
  2. Next to the current Call Forwarding settings, click Change.

    The Call Routing: Availability Routing dialog box appears with the Call Forwarding panel displayed.

  3. Select Always forward my calls to, and then select one of the following call forwarding options:
    • Select voicemail to forward calls to the user’s voicemail box.
    • Select another number and then in the field that appears, type the number to forward calls to.
  4. Click Next to continue to the Voicemail Interaction panel, or click Finish to save your settings and close the dialog box.

Enabling Find Me for Availability Routing

You can enable Find Me for an availability state. The Find Me settings are based on the user’s main call routing settings. To change these options, see Configuring Main Call Routing Settings.

  1. On the Call Routing tab, next to the current Find Me settings, click Change.

    The Call Routing: Availability Routing dialog box appears with the Find Me panel displayed.

  2. Under Find Me, select Enabled.
  3. Click Next to continue to the Voicemail Interaction panel, or click Finish to save the settings and close the dialog box.

Configuring Voicemail Interaction Settings for Availability Routing

You can choose whether or not to allow callers to leave voicemail messages after hearing a user’s voicemail greeting. You can also choose where to direct calls when a caller presses “0” while hearing a user’s voicemail greeting.

  1. On the Call Routing tab, in the My Availability Routing Rules When list, select the availability state to configure call routing for.
  2. Next to the current Call Forwarding settings, click Change.

    The Call Routing: Availability Routing dialog box appears with the Voicemail Interaction panel displayed.

  3. Select whether or not to allow callers to leave a voicemail message after hearing the voicemail greeting.
  4. In the If callers press "0" while listening to your greeting forward calls to extension field, enter the desired extension.
  5. Click Finish to save your settings and close the dialog box.

Related Articles

Editing Call Routing Settings
Configuring Power Routing
Editing User Information
Managing Voicemail
Editing Voicemail Settings
ShoreTel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-07-26


Article: 000012059