Specifications

Configuring Workgroups
14 – 18 ShoreTel, Inc.
Where the "New wait time" is the time it took the last call to get to an
agent. The wait time that is spoken to the caller is:
Spoken wait time = "Position in queue" * "Average wait seconds"
This means the wait time is based on a rolling weighted average of
previous calls. After 10 calls, 61% of the time is based on the 10 most
recent calls. After 20 calls, 86% of the time is based on the last 20 calls.
The wait time may be inaccurate with a low call volume.
Step 3 Enter the value for the Time Until Next Step routine in the Seconds
field.
Step 4 Enter the text used for the prompt in the Prompt Text field.
Step 5 Click Record to record the prompt. If you have a “canned” prompt,
click Import to import the Wave file.
Click Play to play back the recording or Wave file. If you want to erase
the recording, click Erase.
NOTE Prompts on the ShoreTel system can be imported into the
system using µ-law, Wave file format. If you would like your
prompts to match the voice of the ShoreTel system, please
contact Worldly Voices at www.worldlyvoices.com and request
that “Connie” record your prompts. Worldly Voices provides
this service with a rapid turnaround time for a nominal fee.
Step 6 Click an operation function from the Operation drop-down list and
assign it an extension. The Single Digit Actions allow you to configure
all the digits of the telephone keypad (0–9, #, *) for operations similar
to an auto-attendant menu. The following actions are supported:
• None
• Repeat prompt
• Go to menu
• Transfer to extension
• Take a message
• Hang up
Details:
• For information about overflowing / interflowing calls to a workgroup call, see
“Configuring Workgroup Overflow / Interflow” on page 14-19.