Specifications

Planning Applications and Services
11 – 20 ShoreTel, Inc.
the primary operator has room on his or her call stack, the call is offered to the next
member in the list when the operator does not answer the call in time.
If you want calls to go directly to a backup when the primary operator is not available,
then set the hunt group not to hunt the members when their current call handling
mode is set to Call Forward Always (DND). Operators can use this configuration to
pass calls to other hunt group members by changing their call handling mode to Call
Forward Always.
You may wish to have a hunt group that goes immediately to voice mail or another
number during non-working hours. The hunt group can be configured with an off-
hours schedule. Setup a schedule for on-hours during which the call handling mode for
the hunt group is configured to forward calls to another number only if the hunt group
is busy or no one answers. For off-hours, set the hunt group to call forward always to
voice mail or another number. The auto-attendant automatically changes the hunt
group's current call handling mode based upon the configured schedule.
Common Line Monitoring
A hunt group can be used for line monitoring. For example, several operators may wish
to monitor the same line and all have an opportunity to answer calls at the same time.
For this case, set up a hunt group with simultaneous ring. When a call is received, the
hunt switch rings all operators in the hunt group whose call stack is not full to the
number of rings configured. If the hunt group is set to hunt forever, when the number
of rings is reached the hunt switch rehunts the same call again. However, the members
who have room on their call stack for additional calls may have changed, so each
additional hunt may result in different phones ringing. Each operator being hunted can
see caller ID info for each of the calls, so they can make decisions to prioritize
particular calls.
Workgroups
The ShoreTel 6.1 system supports up to 128 workgroups, with up to 300 members per
workgroup. (The Simultaneous Ring feature is limited to 16 members.) A workgroup
enables a group of users to appear as a single unit to calling parties. Calls can be routed
in top-down, longest-idle, round-robin, and simultaneous-ring fashion. Workgroups
are typically used by support and sales groups to help automate call handling.
The ShoreTel 6.1 system provides a Workgroup Agent Call Manager and Workgroup
Supervisor Call Manager with the proper software licenses. In addition, you can run
workgroup reports on the server to help you understand workgroup activity and
performance.
NOTE ShoreTel analog phones do not display Caller ID for calls forwarded from a
workgroup.
Agent Multiplicity
Users can be members of multiple workgroups. The workgroups can be configured for
any hunt pattern and can have queuing enabled.
A single agent status is applied to all workgroups of which the user is a member. With
one status, an agent is either logged-in, logged-out, or in wrap-up for all workgroups of
which he or she is a member. In order to manage their own logged in status, users must
be provisioned with Agent Call Manager. Agents can manage their logged-in state via
Agent Call Manager, or through the TUI menu in their voice mail box.