Specifications

Configuring Workgroups
ShoreTel 7.5 Administration Guide 14 – 21
Step 4 Select the Maintain Wait Time check box to store information about
the length of time a caller has been waiting. The starting time
associated with a call will be preserved even after the call has been
transferred from one workgroup queue to another, and the caller’s
“place in line” will be reserved within the next queue. If the check box
is disabled, the wait time will be lost when the caller is transferred and
the caller will go to the back of the line in the new queue.
NOTE If the call is interflowed to an external number, the wait time
cannot be retained. The system will recognize if these
conditions are present and the Maintain Wait Time check box
will be grayed out.
Step 5 Click Save to store your changes.
Details:
• Keep in mind that the number of seconds in the Time Until Next Step field for
Steps 1 through the Last Step, when added up, represent the total amount of time
the caller will have to wait before being overflowed / interflowed.
Workgroup Thresholds
To adjust the queue threshold, click Edit Alert Thresholds found on the Workgroup
Queue Handling page. The Workgroup Thresholds page (Figure 14-9) appears.
Figure 14-9 Workgroup Thresholds Page
The threshold of Calls in Queue Warning specifies the number of calls in queue that
triggers an alert in the Queue Monitor in the workgroup Call Manager application.
The Calls Waiting Time Warning specifies the number of seconds that triggers an alert
in the Queue Monitor for the longest wait time of any caller in the workgroup queue.