Call Handling Modes Report

As of Sep 2017, ShoreTel has been acquired by Mitel; the product titles and images used in this article may not accurately reflect the official product titles post-acquisition. This includes subjects contained in the imagery of brightmetrics' user interface.


Brightmetrics is committed to hearing your thoughts on how we can continue to add more value through our services, and our new Call Handling Modes Report in our On Demand Reports, Config section is a result of direct feedback from you! In this report you'll be able to see User configuration for all call handling modes at the assigned extensions... leverage our powerful filtering features on this report to drill into what exactly is happening in those modes. One really useful example of this is to filter this report by "No Answer Ring" Value to see what the caller's experience is if their call is not answered within your defined amount of rings.

To check this report out follow these steps:

1) Head to our Reports selection on the Sidebar Menu
2) Click on Call Handling Modes under the Data Source Instance of User Call Handling Modes
3) Click Edit on the report to Apply any filters you'd like and then run the report. 
Quick Tip: try running a filter against the value No Answer Rings. This allows you to search for modes with greater than or less than a certain number of rings before the call forwards to the No Answer Destination. Example: you are a manager who wants to find all Call Handling modes that ring more than 4 times before forwarding to voicemail. (see the configuration in the screenshot below for this example)
We hope you enjoy this new report and get some great insights, tailored to your needs!
Questions or feedback? Please email us at


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