Specifications

Configuring Workgroups
14 – 12 ShoreTel, Inc.
Enable Automatic
Agent Logout On
Ring No Answer
This check box lets you automatically log out agents that do not
answer a workgroup call after a specified number of rings.
This feature is useful to avoid calls repeatedly being offered to
an agent who has physically left the workgroup but has
forgotten to log out.
This is an optional parameter.
Workgroup
Membership
The Edit Agents button invokes the Workgroup Membership
page, which lets you add and remove agents to and from the
workgroup. You can also change the call distribution hunt order
of agents via this page. See Figure 14-5.
This is a required parameter.
Workgroup Queue
Handling
The Edit Queue Handling button invokes the Workgroup
Queue Handling edit page. This page lets you edit the Queue
Step Menu as well as the Queue Thresholds. For more
information, see “Editing Workgroup Queue Handling” on
page 14-16.
This is a required parameter.
Wrap Up Time Wrap Up Time allows agents a fixed period of time in seconds
to complete post-call tasks before being presented with another
call. When the call wrap-up time is set to zero, this feature is
effectively disabled.
This is an optional parameter.
Current Call
Handling Mode
The is a read-only display of the current call handling mode as
defined by any associated schedules.
Escalation Profile Select an Escalation Profile from the drop-down menu to
associate the desired profile with this workgroup. (See
“Configuring Escalation Notification” on page 10-81 for
details.)
Schedule You can configure schedules against the On-Hours, Holiday,
and Custom modes that automatically change the call handling
of the workgroup. The rules for schedules are:
• If it is custom time, use Custom mode;
• If it is holiday time, use Holiday mode;
• If it is on-hours time, use On-Hours mode;
• Otherwise, use Off-Hours mode.
NOTE If no schedules are specified, On-Hours mode is used.
The Edit this schedule link provides a quick way to navigate to
the associated schedule. For tips on editing schedules, refer to
“Configuring Schedules” on page 13-1.
This is an optional parameter.