Specifications

Configuring Workgroups
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optionally be configured so that all agents enter a “wrap-up” mode after every call. In
“wrap-up” mode, agents remain logged in but do not receive new calls until the
configured wrap-up time passes. This allows agents to complete any required updates
to the customer records between calls.
The following is a summary of the call distribution and call overflow options:
Call Distribution Options
•
Round Robin
• Top Down
• Longest Idle
• Simultaneous Ring
Call Overflow Options
•
Hold in queue until an agent is available
• Transfer to another workgroup, extension, or external number
• Transfer to the shared workgroup mailbox
Call Queuing
The queue gives the administrator of the workgroup additional flexibility in managing
his or her call flow. When all agents are busy, not logged in, or do not answer, callers
can be directed to a queue where they are held until an agent is available to take their
call. The queue offers up to five steps, each of which can be configured for different
caller interactions and to enable caller-selected routing.
The following is a summary of the call queuing options:
Queue Step Configuration Options
•
Announce the caller’s estimated wait time
• Announce the configured prerecorded prompt
• Provide a menu to offer callers transfer options
Supported Menu Functions
•
Customer inputs 0–9, *, #
• Transfers to menus, extensions, or mailboxes
• Repeat prompt or hang up the call
Call Queue Control Options
•
Each step can be skipped for call routing flexibility
• Callers are on hold between steps for the configured “step time”
• The last step repeats until the call is delivered
Other Features
•
Queue is an option only for on-hours call handling
• Callers hear the main site’s on-hold music while waiting
Workgroup Call Managers
The ShoreTel Call Manager applications for workgroup agents and supervisors provide
the information the contact center representatives need in order to be effective, and
also give them point-and-click control of their voice communications.