Specifications

Configuring Workgroups
ShoreTel 7.5 Administration Guide 14 – 17
Figure 14-7 Workgroup Queue Handling Edit Page
The Allow agents to pickup from queue checkbox enables and disables the queue
handling step menu.
A five-step menus can be set for each queue.
To set the Queue Step Menu:
Step 1 To set a step, click Step 1, Step 2, Step 3, Step 4, or Last Step. To skip
a step, select Skip This Step.
Step 2 Select Announce Estimated Wait Time to enable this feature. This
informs the caller of how much time is left in queue.
Estimated wait time is a moving average based on the duration of the
previous calls and rounded to the minute. It is calculated as:
Average wait seconds = (("Average wait seconds" * 9) + "New wait time")
/ 10