Specifications

ShoreTel 6.1 Administration Guide 14 – 1
C HAPTER 14
Configuring Workgroups
This chapter provides information about configuring your ShoreTel system for
workgroups within your organization, such as Sales or Customer Care.
Overview
In the larger enterprise, there maybe small- to medium-sized groups working together
as a contact center. The ShoreTel Contact Center Solution includes the ability for these
workgroups to queue and distribute calls and provide agent and supervisor functions,
as well as deliver reports about the workgroup activity.
Call Routing
The ShoreTel system has many different call routing options to allow enterprises to
configure their system and telephony services to match their needs. Callers reach the
contact center by calling through a dedicated trunk pointed at the contact center,
calling a DID or DNIS number directed to the workgroup, or calling and then
navigating to an auto-attendant menu option linked to the workgroup.
Call handling options are combined with the system’s schedules to provide even greater
flexibility after callers reach the workgroup. Four call handling modes are configured
for the workgroup that are scheduled for different times of the day. Each of the four call
handling modes starts or stops according to the schedules and can invoke different
options and transfer callers to different destinations when all agents are unavailable.
Call Distribution
The ShoreTel system provides the contact center with flexibility for distributing callers
to the available agents, as well as options for managing overflow. Inbound calls directed
to the workgroup are managed by the ShoreTel server and distributed to agents in one
of four administrator-configured patterns. When no agents are available, calls can be
directed to a workgroup mailbox accessible by all agents or to a queue where calls can
be held until an agent is available.
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