Specifications

Configuring Workgroups
14 – 12 ShoreTel, Inc.
Call Handling
Distribution Pattern
This lets you configure how calls are distributed to agents
within the workgroup:
• Top Down distributes calls to the first available agent.
• Round Robin distributes calls to the next available agent if
the last agent cannot take the call.
• Longest Idle distributes calls to the agent who has been idle
the longest.
• Simultaneous distributes calls simultaneously to all
available agents; all phones ring at once.
This is a required parameter.
Call Forward These buttons let you specify when calls are forwarded. The
conditions are Always or No Answer/Busy. The default is No
Answer/Busy.
The Always condition forwards calls to the number specified in
the Always Destination parameter immediately when a call is
received.
The No Answer/Busy condition forwards calls:
• to the No Answer Destination after the specified number of
rings, or
• to the Busy Destination immediately if the user’s call stack
is full.
This is a required parameter.
Always When the Always call forward option is selected, calls are
forwarded immediately to this Extension. You can also forward
calls to an External number (access code required). If the Call
Forward parameter is set to Always, enter extensions here.
Busy When the Busy call forward option is selected, calls are
forwarded to this extension immediately if all agents are busy.
You can also forward calls to Queue, an External number
(access code required), or Extensions here.
No Answer When the No Answer call forward option is selected, calls are
forwarded to this extension after the specified number of rings.
You can also forward calls to Queue, an External number
(access code required), or Extensions here.
Logged Out When the Logged Out call forward option is selected, calls are
forwarded to this extension if all agents are logged out of the
workgroup. You can also forward calls to Queue or to an
External number (access code required).
Rings per Agent This is the number of rings attempted before the call is
forwarded to the next available agent.
Maximum Rings This is the maximum number of rings that a call will ring before
it is forwarded to the no-answer destination.