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ShoreTel - Set up live operator as main number instead of Auto Attendant

Posted on 2016-10-11
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Last Modified: 2016-11-06
Hello,
My employer has a ShoreTel phone system with an Auto Attendant set up as the main number. We would like to set it up so that a live operator (our receptionist) is the main number for inbound calls rather than the Auto Attendant. If the receptionist is busy/no answer after 3 rings, it should route to the auto attendant. I have a hunt group created to accomplish this, but I can't figure out how to make the hunt group extension the main number. Help!!
Thanks in advance,
Dan
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Question by:Dan Lindner
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LVL 12

Expert Comment

by:Gary Dewrell
ID: 41838666
Under administration, Trunks, Trunk Groups. Edit your Main trunk group and look at the field named Destination.
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Author Comment

by:Dan Lindner
ID: 41838683
@Gary Dewrell -
I tried this, but it isn't working. Calls still go to the Auto Attendant. Is there any reason you know of that this would not work? Does it take effect immediately? Shoretel-Trunk-config.JPG
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Expert Comment

by:Gary Dewrell
ID: 41838688
Click the DNIS button and see if you have an entry for your main number.
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Author Comment

by:Dan Lindner
ID: 41838695
@Gary Dewrell - Clicking on the "Edit DNIS Map" button, there is no DNIS set up.
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Expert Comment

by:Gary Dewrell
ID: 41838698
The only other place I can think of that would affect this is route points.
Do you have any route points configured?
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Author Comment

by:Dan Lindner
ID: 41838702
No route points are configured.
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Expert Comment

by:Gary Dewrell
ID: 41838722
Can you show the screen for 755 Front Desk huntgroup please.
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Author Comment

by:Dan Lindner
ID: 41838734
Note: clicking on "Edit DNIS Map" on this screen produces a message stating that "There are no trunk groups configured with DNIS capability". FYI

Shoretel-Hunt-Group-config.JPG
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Expert Comment

by:Gary Dewrell
ID: 41838846
Do you only have one trunk group?  Everything you have showed looks correct.
My configuration is slightly different as I use DNIS.
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LVL 12

Expert Comment

by:Gary Dewrell
ID: 41838858
Take a look at this. I see you are in an area code that starts with 9.

https://support.shoretel.com/kb/view.php?id=kA11A000000H6Y6SAK
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Accepted Solution

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Dan Lindner earned 0 total points
ID: 41848438
I was finally able to get this resolved. What I had to do was uncheck the DID Range box on the Auto Attendant page, then check the DID Range box on the Hunt Group page, and select our main number in the drop down box for DID Range. Thanks for the help! =)
Dan
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LVL 12

Expert Comment

by:Gary Dewrell
ID: 41848473
Glad to hear it. Have a blessed day!
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Author Closing Comment

by:Dan Lindner
ID: 41875984
Found solution elsewhere.
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