Specifications

ShoreWare Call Manager Manual Chapter 10: Workgroups and Operators
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10.4.1.1 Viewer Components
The Queue Monitor comprises an action bar, a workgroup table, and a call table:
• Action bar: The action bar contains buttons that trigger workgroup configuration
options and panels. Action bar buttons include:
— Alert Sound: Press this button to toggle the sound alert status. When this
button is highlighted and a threshold is exceeded, Call Manager plays the audio
alert designated by the Options and Preferences: Sounds panel.
— Options: Press this button to access the Options and Preferences: Workgroups
panel.
• Workgroup table: The top table in the Queue Monitor lists selected Workgroups to
which you belong. You specify the workgroups displayed in the table from the
Options and Preferences: Workgroups panel.
Each row corresponds to one workgroup. Each column corresponds to a
workgroup property. Columns that the Workgroup table can display include:
— Unlabeled Checkbox: Select this check box to display Workgroup calls in the
Call Table.
— Workgroup: This field lists the workgroup’s name and extension.
— CHM: This column lists the active Call Handling Mode for the Group. Clicking
in this cell accesses a drop-down menu that changes the call handling mode.
— Queued Calls: This field lists the number of calls in the workgroup’s queue.
— Longest Queued Time: This field indicates the longest queue time of all calls in
the queue.
— Longest Call Time: This field indicates the longest call time of all calls in the
queue. This time differs from the longest queue time when calls are returned to
the queue after an agent answers it.
• Call table: The bottom table lists the calls that are in the queues of the workgroups
to which you belong. Each row corresponds to one call that is waiting in a
workgroup’s queue. Columns that the Call table can display include:
— Workgroup: This field lists the call’s intended recipient workgroup
— Caller Name / Number: This field lists the Call ID information for the call.
— Queued Time: This field indicates the period that the call has waited in the
queue.
— Call Time: This field indicates the period the call has been active including, for
calls re-entering the queue after being by an agent, all periods the call was
active and on hold.
— DNIS: This field displays the DNIS identification number sent by the
originating call.
— More Info: This field displays miscellaneous call information including the
routing slip and the call note.
10.4.1.2 Setting Thresholds
Workgroup Supervisors can specify queue size and queue time thresholds for a workgroup.
Queue Monitor displays any values that exceed these thresholds in bold red text.
Supervisors can also configure audible alerts to when queued calls result in exceeded
thresholds.
The supervisor sets a Workgroup’s warning thresholds that define the maximum number of
queued calls and the maximum wait time allowed before the Queue Monitor displays a
warning to all agents.