Chapter 11: Planning Applications and Services Workgroups
ShoreTel 8 Planning and Installation Guide 157
A single switch can host a combined total of up to 24 Hunt Groups, Bridged Call
Appearances, and Pickup Groups.
Users can use this feature in several different ways:
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 extenion to answer the call.
PCM – If one of the pre-programmed buttons in PCM 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.
PCM – 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.
11.12 Workgroups
The ShoreTel 8 system supports up to 128 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 8 system provides a Workgroup Agent Call Manager and Workgroup
Supervisor Call Manager with the proper software licenses. In addition, you can run
workgroup reports on the server to help you understand and assess workgroup activity and
ShoreTel analog phones do not display Caller ID for calls forwarded from a workgroup.
11.12.1Agent 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 Agent Call Manager. Agents can manage their logged-in state via Agent
Call Manager, 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,
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