Specifications

Configuring Workgroups
14 – 16 ShoreTel, Inc.
Figure 14-7 Workgroup Queue Handling Edit Page
The Allow agents to pickup from queue checkbox enables and disables the queue
handling step menu.
A five-step menus can be set for each queue.
To set the Queue Step Menu:
Step 1 To set a step, click Step 1, Step 2, Step 3, Step 4, or Last Step. To skip
a step, select Skip This Step.
Step 2 Select Announce Estimated Wait Time to enable this feature. This
informs the caller of how much time is left in queue.
Estimated wait time is the average wait time calculated as:
((Previous average wait time x 9) + New wait time) / 10 for the last 10
callers in queue