154 Planning and Installation Guide ShoreTel 14
Planning Applications and Services Agent Multiplicity
8
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.
Agent 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.
For workgroup supervisors the Agent Monitor shows all agents from the workgroups of which the
supervisor is a member. The Agent Monitor also allows supervisors to filter agents being monitored by
selecting individual workgroups.
Call Monitor and Barge In
Call Monitor creates a limited conference call where the monitoring party hears the other parties, but
the monitored parties do not hear the monitoring party. When a call is being monitored, a warning tone
may be played to the participants of the call. The warning tone can be disabled using an option for an
Auto-Attendant Menu. Call center administrators typically disable the warning tone to silently evaluate
agent performance. When the warning tone is disabled, the menu prompt typically informs the caller
that their conversation may be monitored or recorded.
Barge In allows one party to join an existing call as a fully conferenced participant. When Barge In is
initiated, a brief intrusion tone is played to the other participants.
A recording warning tone may be played to the customer during silent monitor. The warning tone is
enabled from ShoreTel Director. No tone is played during a Barge In call.
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