Chapter 12: Planning Applications and Services Planning and Installation Guide
ShoreTel 11.1 175
IP Phone – If a programmable button has been configured for Pickup Groups,
the user can press the button, or key, and enter the extension for the Pickup
Group to answer the call.
IP Phone – If a soft key has been programmed, the user can press the “pickup”
soft key and enter the extension to answer the call.
ShoreTel Communicator – If one of the pre-programmed buttons in ShoreTel
Communicator has been set up for Pickup Groups, a user can enter the
extension of the Pickup Group to answer the call. If the key has already been
programmed with the extension of the Pickup Group, then it is not necessary
to enter the extension.
ShoreTel Communicator – Alternatively, the user can access the “pickup”
command from the Call Menu, followed by the extension.
Analog Phone – The user can enter the *13 command, followed by the Pickup
Group extension to answer calls from an analog phone.
12.12 Workgroups
The ShoreTel system supports up to 256 workgroups, with up to 300 members per
workgroup. (The Simultaneous Ring feature is limited to 16 members.) A workgroup
enables a group of users to appear as a single unit to calling parties. Calls can be routed in
top-down, longest-idle, round-robin, and simultaneous-ring fashion. Workgroups are
typically used by support and sales groups to help automate call handling.
The ShoreTel system provides a ShoreTel Communicator - Workgroup Agent Access and
ShoreTel Communicator - Workgroup Supervisor Access with the proper software licenses.
In addition, you can run workgroup reports on the server to help you understand and
assess workgroup activity and performance.
ShoreTel analog phones do not display Caller ID for calls forwarded from a workgroup.
12.12.1Agent Multiplicity
Users can be members of multiple workgroups. The workgroups can be configured for any
hunt pattern and can have queuing enabled.
A single agent status is applied to all workgroups of which the user is a member. With one
status, an agent is either logged-in, logged-out, or in wrap-up for all workgroups of which
he or she is a member. In order to manage their own logged in status, users must be
provisioned with ShoreTel Communicator - Workgroup Agent. Agents can manage their
logged-in state via ShoreTel Communicator, or through the TUI menu in their voice
mailbox or via their IP phone programmable button.
When an agent is a member of more than one workgroup, that agent can receive calls from
any of the workgroups. When an agent is available to take calls from more than one
workgroup, and the workgroup would select that agent based on the current hunt pattern
for a call, the oldest call is offered to the agent.
Queue Monitor shows calls from all the queues of which the user is a member. If the user is
a member of only one queue, there is no change to the interface. However, if the user is a
member of multiple workgroups, the Queue Monitor shows statistics for each workgroup,
and for all workgroups. The user can specify a filter to show only a subset of the queues.
The filter only changes the information displayed and does not alter the hunting behavior;
the user will still be offered calls from all workgroups of which the user is a member.
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