Specifications

Configuring Workgroups
14 – 16 ShoreTel, Inc.
Figure 14-6 Edit Workgroup Member Dialog Box
You can change the agent’s Client Type, Logged In, or Call Wrap Up status, and click
OK to commit the changes. The change is reflected in the Name list on the Workgroup
Membership edit page.
Editing Workgroup Queue Handling
The Workgroup Queue Handling edit page (Figure 14-7) lets you edit the queue
threshold and the Queue Step Menu. Click Edit Queue Handling from the
Workgroups edit page.
A calling party that reaches the queue will hear the following, in order:
1 The recorded prompt.
2 Silence for eight seconds during the “wait for digits” time-out.
3 The estimated wait time (if enabled).
4 Music on hold for the configured duration.
The calling party does not have access to the DTMF actions while listening to music on
hold.
NOTE The ShoreTel system ignores DTMF actions if there is no message for the queue
step.