Integrated Applications Chapter 2: System Overview
18
Users can record a different AA menu prompt for each call-handling mode (On-Hours, Off-
Hours, Holiday, and Custom). This feature can be enabled or disabled on a per-menu basis.
Each AA menu will have its own password and a unique, dialable number. A separate
“Menu Mailbox” is created for each AA menu, allowing users to dial into the system to
change the menu prompts in the same way that they would change their personal mailbox
greeting.
For specific information about the supported capacity for automated attendants on the
ShoreTel 8 system, see Table 2-2 on page 30.
2.7.4 Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed
via an extension, DID, and/or DNIS mappings. Hunt groups are supported by ShoreGear
switches and remain available when connectivity to the Headquarters server is lost. The
hunt group can be used as the backup destination for a workgroup, so that some basic
hunting can be done even when the workgroup server is not reachable. To maximize
reliability, assign hunt groups to a switch close to the majority of the members and/or
trunks associated with the hunt group.
A maximum of 8 hunt groups can be assigned to a single switch. A total of 16 user numbers
can be assigned to hunt groups on a single switch.
For more information on hunt groups, see Section 11.10 on page 153.
2.7.5 Workgroups
The ShoreTel 8 system provides the contact center with flexibility for distributing callers to
available agents, as well as options for managing calls when agents are not available.
Inbound calls are directed to a workgroup application on the headquarters server that
distributes calls to agents in one of four administrator-configured patterns (Top Down,
Round Robin, Longest Idle, or Simultaneous Ring). When no agents are available, calls can
be directed to a queue where they are held until an agent becomes available.
Workgroup overflow and interflow capabilities can be configured to reduce the wait time
for callers who are dialing into an ACD, thus ensuring faster service and greater customer
satisfaction. (“Overflow” refers to transferring a call from one workgroup queue to another
once a wait-time threshold has been exceeded, and “interflow” refers to transferring a call
to another dialable number (e.g. an extension, menu, or an external number) once a wait-
time threshold has been exceeded.
Alternatively, if calls are unanswered, they can be directed to a workgroup mailbox
accessible by all agents. Agents may belong to multiple workgroups, and an agent’s login
status applies to all the workgroups of which that agent is a member.
Distribution of the inbound calls is managed based on agent status. When agents are ready
for calls, they log in and begin to receive calls. When they complete their day, they log out,
and calls are no longer delivered. In addition, the workgroup can optionally be configured
so that all agents enter a “wrap-up” mode after every call. In this mode, agents remain
logged in but do not receive new calls until the configured wrap-up time passes. This
enables agents to complete any required updates to the customer records between calls.
When an agent is a member of multiple workgroups, and calls are available from different
workgroups, the agent receives the longest waiting caller regardless of workgroup.
Each workgroup and each queue supports four different modes (On-Hours, Off-Hours,
Holiday, and Custom) that can be automatically driven by schedules.
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