Specifications

System Overview
2 – 8 ShoreTel, Inc.
Automated Attendant
The integrated automated attendant application provides automated call answering and
call redirection, including dialing by name and dialing by number. As with voice mail,
there are no “port” limitations such as exist in traditional systems. The automated
attendant application is distributed across all the application servers when multiple
servers are provisioned. All menus are available locally at every server. Calls directed to
the automated attendant at a site with a server are handled by the local server.
Each menu supports up to four different modes (On-Hours, Off-Hours, Holiday, and
Custom) that can be automatically driven by schedules.
For specific information about the supported capacity for automated attendant on the
ShoreTel 6.1 system, see the table “ShoreTel 6.1 System Capacity” on page 2-18.
Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be
accessed through an extension, DID, and/or DNIS. Hunt groups are supported by
ShoreGear switches and remain available when connectivity to the Headquarters server
is lost. The hunt group can be used as the backup destination for a workgroup, so that
some basic hunting can be done even when the workgroup server is not reachable. To
maximize reliability, assign hunt groups to a switch close to the majority of the
members and/or trunks associated with the hunt group.
A maximum of 8 hunt groups can be assigned to a single switch. A total of 16 user
numbers can be assigned to hunt groups on a single switch.
For more information on hunt groups, see “Hunt Groups” on page 11-18.
Workgroups
The ShoreTel 6.1 system provides the contact center with flexibility for distributing
callers to available agents, as well as options for managing calls when agents are not
available. Inbound calls are directed to a workgroup application on the server that
distributes calls to agents in one of four administrator-configured patterns (Top Down,
Round Robin, Longest Idle, or Simultaneous Ring). When no agents are available, calls
can be directed to a queue where they are held until an agent is available, or to a
workgroup mailbox accessible by all agents.
Agents may belong to multiple workgroups, and an agent’s login status applies to all the
workgroups of which that agent is a member.
Distribution of the inbound calls is managed based on agent status. When agents are
ready for calls, they log in and begin to receive calls. When they complete their day,
they log out, and calls are no longer delivered. In addition, the workgroup can
optionally be configured so that all agents enter a “wrap-up” mode after every call. In
this mode, agents remain logged in but do not receive new calls until the configured
wrap-up time passes. This enables agents to complete any required updates to the
customer records between calls.
When an agent is a member of multiple workgroups, and calls are available from
different workgroups, the agent receives the oldest call regardless of workgroup.
Each workgroup and each queue supports four different modes (On-Hours, Off-Hours,
Holiday, and Custom) that can be automatically driven by schedules.
For specific information about the supported capacity for workgroups on the ShoreTel
6.1 system, see the table “ShoreTel 6.1 System Capacity” on page 2-18.